diff --git a/PVAbot.md b/PVAbot.md new file mode 100644 index 0000000..a8f0eb8 --- /dev/null +++ b/PVAbot.md @@ -0,0 +1,146 @@ +# Build a Chatbot with PromptFlow endpoint + PVA + +## What is PromptFlow? + +Prompt flow is a powerful feature within Azure Machine Learning that streamlines the development, evaluation, and continuous integration and deployment (CI/CD) of prompt engineering projects. It empowers data scientists and LLM application developers with an experience that combines natural language prompts, templating language, a list of built-in tools and Python code. +You can learn more about it here: [What is Azure Machine Learning prompt flow](https://learn.microsoft.com/en-us/azure/machine-learning/prompt-flow/overview-what-is-prompt-flow?view=azureml-api-2) + +## What is PVA (Power Virtual Agents)? + +Microsoft Power Virtual Agents empowers everyone to create intelligent conversational bots - from citizen developers, +business users to professional developers alike - to seamlessly build secure and scalable virtual agents in an integrated +building platform. You can learn more about it here: [Power Virtual Agents overview](https://learn.microsoft.com/en-us/power-virtual-agents/fundamentals-what-is-power-virtual-agents) + +## How to get started + +1. You will first need to setup your PromptFlow endpoint. To do this, please setup your custom environment here with your use case: +[Deploy a prompt flow using Docker | Github](https://github.com/microsoft/promptflow/blob/main/docs/how-to-guides/deploy-a-flow/deploy-using-docker.md). You can test your endpoint using Postman client. Keep your configuration handy. For example: + + Request: + + ```text + POST https://promptflow-webapp-hack.azurewebsites.net/score + + body: + { "chat_input": "How to verify a customer?", "chat_history": [] } + ``` + + Response: + + ```text + body: + { + "answer": "To verify a customer, you need to follow the Account Verification Process - BCSS. The process involves determining the verification method based on the caller's type and workgroup, asking the caller to provide their full name, CTN, account name or company name, and validating the information provided using FaST or Clarify. If the caller is unable to complete all verification requirements, they are unverified and have General Access. (Source: Account Verification Process - BCSS)", + "context": "Content: What I Need to Know\n\nAdhere to all VID Business Rules found in Account Verification Process - BCSS.\n\nDetermine Verification Method\n\nAsk the caller to provide:¶\r\nCaller's full name ContosoUID¶\r\nIf Screen pop is available, the ContosoUID can be confirmed instead of requesting it be provided.Identify the caller's Business Unit in Webphone. If the caller does not have a Business Unit listed, move up in the hierarchy until a Business Unit is visible.¶\r\n¶\n\nContinue verification based on the Business Unit.¶\r\nWhen the Business Unit starts with Contoso Business, follow Contoso Business (BCSS/Enterprise/GBS) or Finance.When the Business Unit does not start with Contoso Business, follow Non-Contoso Business - All Retail/Virtual Sales Experience (formerly DMDR/Mobility Sales)/Contoso Right to You.¶\n\nNon-Contoso Business - All Retail/Virtual Sales ..." + } + ``` + +1. As a next step, you will need a PVA environment. Easiest way to get access to such an environment is to create a tenant from [demos.microsoft.com](demos.microsoft.com). Go to My Environments|Create Tenant. You want a D365 Customer Engagement tenant - it comes with the licenses you need. + + ![PVA Custom Environment 1](docs/pva-custom-environment-1.png) + + ![PVA Custom Environment 2](docs/pva-custom-environment-2.png) + + ![PVA Custom Environment 3](docs/pva-custom-environment-3.png) + + You will receive a set of credentials to access your custom environment. Go to [powervirtualagents.microsoft](https://powervirtualagents.microsoft.com/en-us/signin/) and use these new credentials. + + ![PVA Custom Environment 4](docs/pva-custom-environment-4.png) + +## Now that you are all set-up, let's get started + +1. Sign-in the Power Virtual Agents page with your existing account. Make sure your new environment is selected. + + ![PVA Select Environment](docs/pva-select-environment.png) + +1. One the next step, click "Create" to create a new bot. Then, "Try the unified canvas (preview)". Provide a name for your bot. +E.g. "demo_bot", then "Create". + + ![PVA Create Bot](docs/pva-create-bot.png) + + Your new bot will be created after a few moments. + +1. Once it's created, you will land on the following page. + + ![PVA Bot Overview](docs/pva-bot-overview.png) + +1. On the Topics menu, select "System", and select "Fallback". We need to create a global variable for the chat_history like the following. + + ![PVA Fallback 1](docs/pva-fallback-1.png) + +1. At the end of this workflow, click on the "+" symbol under the node you just added. Go to "Call an action > Create a flow". + + ![PVA Fallback 2](docs/pva-fallback-2.png) + +1. This action will redirect you to Power Automate, a service that helps you create automated workflows between your +apps and services to synchronize files, get notifications, collect data, and more (find out more here: [Get Started with Power Automate - Power Automate | Microsoft Learn](https://learn.microsoft.com/en-us/power-automate/getting-started)), in order create +your flow. On the top "Power virtual agents", add two inputs and provide a name for it, e.g. text_prompt and chat_history. Leave the values of the variables as-is. + + ![Power Automate 1](docs/power-automate-1.png) + +1. Since Power Automate inputs does not understand stringified arrays, we need to parse it before using it as an array. Search for "Parse Json". You can add the "" + + ![Power Automate 2](docs/power-automate-2.png) + + ![Power Automate 3](docs/power-automate-3.png) + +1. Click the + symbol after the node you just modified, select "Add an action", type "HTTP" and select the simple option +available. + + ![Power Automate 4](docs/power-automate-4.png) + +1. Populate with the PromptFlow details as in the image below. Make sure the "Body" and the text_prompt variables are specified. + + ![Power Automate 5](docs/power-automate-5.png) + +1. Next, click on the "+" icon to add a new action and search for "Parse Json". As in the previous steps, add the "Body" variable in the content. For the Schema, add the following (you don't need to click on "Generate from sample" option): + + ![Power Automate 6](docs/power-automate-6.png) + +1. In order to build up the chat history, we need to perform a few variable operations. + + Search for initialize variable and cast the array variable from "Convert history to array" output + + ![Power Automate 7](docs/power-automate-7.png) + + Search for append to array variable using the text_prompt input and the Parse Json output + + ![Power Automate 8](docs/power-automate-8.png) + + Search for compose and initialize the max history length constant + + ![Power Automate 9](docs/power-automate-9.png) + + Search for compose and initialize the max history length constant. Use `length(variables('chat_history'))` + + ![Power Automate 10](docs/power-automate-10.png) + + Search for compose and calculate the number of items to skip. Use `max(0, sub(outputs('Current_History_Length'), outputs('Max_History_Length')))` + + ![Power Automate 11](docs/power-automate-11.png) + + Search for compose and skip the number items of the previous image. Use `skip(variables('chat_history'), outputs('Skip_items'))` + + ![Power Automate 12](docs/power-automate-12.png) + + Search for compose and create a new array for chat_history. + + ![Power Automate 13](docs/power-automate-13.png) + +1. The final step is to write the output of the REST API request into a variable, in this case we called it "final_text". Click +on the text field for assigning the value, right next to it. Do the same with "chat_history" using last output. A new window will pop-up. + + ![Power Automate 14](docs/power-automate-14.png) + +1. Now, coming back to Power Virtual Agents page, in fallback topic sets the inputs and outputs to call the workflow. + + ![Power Fallback 2](docs/pva-fallback-2.png) + +1. Print the "final_text" message at the end of the workflow. + + ![Power Fallback 3](docs/pva-fallback-3.png) + +## Let's try the bot + +Click on the Test your bot option on the bottom left of your screen. You can ask whatever you want. The following screenshot +shows an example of a conversation. diff --git a/PVAbot.pdf b/PVAbot.pdf new file mode 100644 index 0000000..d451f4c Binary files /dev/null and b/PVAbot.pdf differ diff --git a/README.md b/README.md index 540dc3c..dd7d759 100644 --- a/README.md +++ b/README.md @@ -345,10 +345,19 @@ The below are troubleshooting steps in case you face any problems with the solut

+# Prompt Flow Project +As part of this solution, we have included an [Azure ML Prompt Flow](https://learn.microsoft.com/en-us/azure/machine-learning/prompt-flow/overview-what-is-prompt-flow?view=azureml-api-2) project. + +This is the [Contoso Q&A Chat](./prompt-flow-project/contoso-qna-chat/README.md) that can be served on a RESTful API. We will use this API as part of the Chatbot integration with Power Virtual Agents in the next step. + +Make sure to deploy explore and/or deploy this flow using Docker. More details, [here](https://github.com/microsoft/promptflow/blob/main/docs/how-to-guides/deploy-a-flow/deploy-using-docker.md). + + # Interfacing with the Solution: Chatbot and Postman For both cases below, please note that the "BotQnAHTTPFunc" Azure Function returns plain text. This could be easily changed to return the response in JSON format: -1. In this repo, there's a general guide "[AzureOpenAIandPVAbot.pdf](AzureOpenAIandPVAbot.pdf)" to build chat bots using Power Virtual Agents. This guide can be adapted and used to build a bot that will interface with the already deployed "BotQnAHTTPFunc" Azure Function in the Function App. The returned link for the document below has been hidden: +1. In this repo, there's a general guide "[AzureOpenAIandPVAbot.pdf](AzureOpenAIandPVAbot.pdf)" to build chat bots using Power Virtual Agents. Thi guide can be adapted and used to build a bot that will interface with the already deployed "BotQnAHTTPFunc" Azure Function in the Function App. However, we provide another guide "[PVAbot.pdf](./PVAbot.pdf)" specifically for this project that can be integrated with a PromptFlow integration with RESTful API. +The returned link for the document below has been hidden:

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Also +# copy "noop.txt" so the COPY instruction does not fail if no environment.yml exists. +COPY environment.yml* .devcontainer/noop.txt /tmp/conda-tmp/ +RUN if [ -f "/tmp/conda-tmp/environment.yml" ]; then umask 0002 && /opt/conda/bin/conda env update -n base -f /tmp/conda-tmp/environment.yml; fi \ + && rm -rf /tmp/conda-tmp + +# [Optional] Uncomment to install a different version of Python than the default +# RUN conda install -y python=3.6 \ +# && pip install --no-cache-dir pipx \ +# && pipx reinstall-all + +# [Optional] Uncomment this section to install additional OS packages. +# RUN apt-get update && export DEBIAN_FRONTEND=noninteractive \ +# && apt-get -y install --no-install-recommends diff --git a/prompt-flow-project/.devcontainer/devcontainer.json b/prompt-flow-project/.devcontainer/devcontainer.json new file mode 100644 index 0000000..33b8cbd --- /dev/null +++ b/prompt-flow-project/.devcontainer/devcontainer.json @@ -0,0 +1,31 @@ +// For format details, see https://aka.ms/devcontainer.json. For config options, see the +// README at: https://github.com/devcontainers/templates/tree/main/src/miniconda +{ + "name": "Miniconda (Python 3)", + "build": { + "context": "..", + "dockerfile": "Dockerfile" + }, + "customizations": { + "vscode": { + "extensions": [ + "prompt-flow.prompt-flow" + ] + } + } + + // Features to add to the dev container. More info: https://containers.dev/features. + // "features": {}, + + // Use 'forwardPorts' to make a list of ports inside the container available locally. + // "forwardPorts": [], + + // Use 'postCreateCommand' to run commands after the container is created. + // "postCreateCommand": "python --version", + + // Configure tool-specific properties. + // "customizations": {}, + + // Uncomment to connect as root instead. More info: https://aka.ms/dev-containers-non-root. + // "remoteUser": "root" +} diff --git a/prompt-flow-project/.devcontainer/noop.txt b/prompt-flow-project/.devcontainer/noop.txt new file mode 100644 index 0000000..abee195 --- /dev/null +++ b/prompt-flow-project/.devcontainer/noop.txt @@ -0,0 +1,3 @@ +This file is copied into the container along with environment.yml* from the +parent folder. This is done to prevent the Dockerfile COPY instruction from +failing if no environment.yml is found. \ No newline at end of file diff --git a/prompt-flow-project/.gitattributes b/prompt-flow-project/.gitattributes new file mode 100644 index 0000000..dfe0770 --- /dev/null +++ b/prompt-flow-project/.gitattributes @@ -0,0 +1,2 @@ +# Auto detect text files and perform LF normalization +* text=auto diff --git a/prompt-flow-project/.gitignore b/prompt-flow-project/.gitignore new file mode 100644 index 0000000..d9005f2 --- /dev/null +++ b/prompt-flow-project/.gitignore @@ -0,0 +1,152 @@ +# Byte-compiled / optimized / DLL files +__pycache__/ +*.py[cod] +*$py.class + +# C extensions +*.so + +# Distribution / packaging +.Python +build/ +develop-eggs/ +dist/ +downloads/ +eggs/ +.eggs/ +lib/ +lib64/ +parts/ +sdist/ +var/ +wheels/ +share/python-wheels/ +*.egg-info/ +.installed.cfg +*.egg +MANIFEST + +# PyInstaller +# Usually these files are written by a python script from a template +# before PyInstaller builds the exe, so as to inject date/other infos into it. +*.manifest +*.spec + +# Installer logs +pip-log.txt +pip-delete-this-directory.txt + +# Unit test / coverage reports +htmlcov/ +.tox/ +.nox/ +.coverage +.coverage.* +.cache +nosetests.xml +coverage.xml +*.cover +*.py,cover +.hypothesis/ +.pytest_cache/ +cover/ + +# Translations +*.mo +*.pot + +# Django stuff: +*.log +local_settings.py +db.sqlite3 +db.sqlite3-journal + +# Flask stuff: +instance/ +.webassets-cache + +# Scrapy stuff: +.scrapy + +# Sphinx documentation +docs/_build/ + +# PyBuilder +.pybuilder/ +target/ + +# Jupyter Notebook +.ipynb_checkpoints + +# IPython +profile_default/ +ipython_config.py + +# pyenv +# For a library or package, you might want to ignore these files since the code is +# intended to run in multiple environments; otherwise, check them in: +# .python-version + +# pipenv +# According to pypa/pipenv#598, it is recommended to include Pipfile.lock in version control. +# However, in case of collaboration, if having platform-specific dependencies or dependencies +# having no cross-platform support, pipenv may install dependencies that don't work, or not +# install all needed dependencies. +#Pipfile.lock + +# poetry +# Similar to Pipfile.lock, it is generally recommended to include poetry.lock in version control. +# This is especially recommended for binary packages to ensure reproducibility, and is more +# commonly ignored for libraries. +# https://python-poetry.org/docs/basic-usage/#commit-your-poetrylock-file-to-version-control +#poetry.lock + +# PEP 582; used by e.g. github.com/David-OConnor/pyflow +__pypackages__/ + +# Celery stuff +celerybeat-schedule +celerybeat.pid + +# SageMath parsed files +*.sage.py + +# Environments +.env +.venv +env/ +venv/ +ENV/ +env.bak/ +venv.bak/ + +# Spyder project settings +.spyderproject +.spyproject + +# Rope project settings +.ropeproject + +# mkdocs documentation +/site + +# mypy +.mypy_cache/ +.dmypy.json +dmypy.json + +# Pyre type checker +.pyre/ + +# pytype static type analyzer +.pytype/ + +# Cython debug symbols +cython_debug/ + +# PyCharm +# JetBrains specific template is maintainted in a separate JetBrains.gitignore that can +# be found at https://github.com/github/gitignore/blob/main/Global/JetBrains.gitignore +# and can be added to the global gitignore or merged into this file. For a more nuclear +# option (not recommended) you can uncomment the following to ignore the entire idea folder. +#.idea/ diff --git a/prompt-flow-project/.vscode/launch.json b/prompt-flow-project/.vscode/launch.json new file mode 100644 index 0000000..5beac06 --- /dev/null +++ b/prompt-flow-project/.vscode/launch.json @@ -0,0 +1,66 @@ +{ + // Use IntelliSense to learn about possible attributes. + // Hover to view descriptions of existing attributes. + // For more information, visit: https://go.microsoft.com/fwlink/?linkid=830387 + "version": "0.2.0", + "configurations": [ + { + "name":"Python: Current File", + "type":"python", + "request":"launch", + "program":"${file}", + "console":"integratedTerminal", + "justMyCode":false + }, + { + "name": "Python: att qna chat", + "type": "python", + "request": "launch", + "module": "promptflow._cli.pf", + "args": [ + "flow", + "test", + "--flow", + ".", + "--interactive", + "--verbose" + ], + "cwd": "${workspaceFolder}/att-qna-chat", + "justMyCode": false + }, + { + "name": "Python: att qna chat - RAGAS", + "type": "python", + "request": "launch", + "module": "promptflow._cli.pf", + "args": [ + "run", + "create", + "--file", + "run_evaluation_ragas.yml", + "--run", + "myrun7", + "--name", + "rag3" + ], + "cwd": "${workspaceFolder}/att-qna-chat", + "justMyCode": false + }, + { + "name": "Python: chat with wikipedia", + "type": "python", + "request": "launch", + "module": "promptflow._cli.pf", + "args": [ + "flow", + "test", + "--flow", + ".", + "--interactive", + "--verbose" + ], + "cwd": "${workspaceFolder}/chat-with-wikipedia", + "justMyCode": false + } + ] +} \ No newline at end of file diff --git a/prompt-flow-project/.vscode/settings.json b/prompt-flow-project/.vscode/settings.json new file mode 100644 index 0000000..263600b --- /dev/null +++ b/prompt-flow-project/.vscode/settings.json @@ -0,0 +1,3 @@ +{ + "python.terminal.activateEnvironment": true +} \ No newline at end of file diff --git a/prompt-flow-project/LICENSE b/prompt-flow-project/LICENSE new file mode 100644 index 0000000..ed00487 --- /dev/null +++ b/prompt-flow-project/LICENSE @@ -0,0 +1,21 @@ +MIT License + +Copyright (c) 2023 Mahdi Setayesh + +Permission is hereby granted, free of charge, to any person obtaining a copy +of this software and associated documentation files (the "Software"), to deal +in the Software without restriction, including without limitation the rights +to use, copy, modify, merge, publish, distribute, sublicense, and/or sell +copies of the Software, and to permit persons to whom the Software is +furnished to do so, subject to the following conditions: + +The above copyright notice and this permission notice shall be included in all +copies or substantial portions of the Software. + +THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR +IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, +FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE +AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER +LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, +OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE +SOFTWARE. diff --git a/prompt-flow-project/README.md b/prompt-flow-project/README.md new file mode 100644 index 0000000..e37e4b1 --- /dev/null +++ b/prompt-flow-project/README.md @@ -0,0 +1,20 @@ +# Introduction +TODO: Give a short introduction of your project. Let this section explain the objectives or the motivation behind this project. + +# Getting Started +TODO: Guide users through getting your code up and running on their own system. In this section you can talk about: +1. Installation process +2. Software dependencies +3. Latest releases +4. API references + +# Build and Test +TODO: Describe and show how to build your code and run the tests. + +# Contribute +TODO: Explain how other users and developers can contribute to make your code better. + +If you want to learn more about creating good readme files then refer the following [guidelines](https://docs.microsoft.com/en-us/azure/devops/repos/git/create-a-readme?view=azure-devops). You can also seek inspiration from the below readme files: +- [ASP.NET Core](https://github.com/aspnet/Home) +- [Visual Studio Code](https://github.com/Microsoft/vscode) +- [Chakra Core](https://github.com/Microsoft/ChakraCore) \ No newline at end of file diff --git a/prompt-flow-project/chat-with-wikipedia/.promptflow/chat.detail.json b/prompt-flow-project/chat-with-wikipedia/.promptflow/chat.detail.json new file mode 100644 index 0000000..34c5e41 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/.promptflow/chat.detail.json @@ -0,0 +1,679 @@ +{ + "flow_runs": [ + { + "run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_0", + "status": "Completed", + "error": null, + "inputs": { + "chat_history": [], + "question": "hi" + }, + "output": { + "answer": "Hello! How can I help you today?" + }, + "metrics": null, + "request": null, + "parent_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052", + "root_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052", + "source_run_id": null, + "flow_id": "chat_with_wikipedia", + "start_time": "2023-08-17T17:44:10.717269Z", + "end_time": "2023-08-17T17:44:37.144199Z", + "index": 0, + "api_calls": [ + { + "name": "AzureOpenAI.chat", + "type": "Tool", + "inputs": { + "prompt": "system:\nYou are an AI assistant reading the transcript of a conversation between an AI and a human. Given an input question and conversation history, infer user real intent.\n\nThe conversation history is provided just in case of a coreference (e.g. \"What is this?\" where \"this\" is defined in previous conversation).\n\nReturn the output as query used for next round user message.\n\nuser:\nEXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\n\nOutput: directions to Rock Bar\nEND OF EXAMPLE\n\nEXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\nAI: To get to Rock Bar, you need to go to the 52nd floor of the Park A. You can take the subway to Station A and walk for about 8 minutes from exit A53. Alternatively, you can take the train to S Station and walk for about 12 minutes from the south exit3.\nHuman: Show me more restaurants.\n\nOutput: best restaurants nearby\nEND OF EXAMPLE\n\nConversation history (for reference only):\n{% for item in chat_history %}\nHuman: {{item.inputs.question}}\nAI: {{item.outputs.answer}}\n{% endfor %}\nHuman: {{question}}\n\nOutput:\n", + "chat_history": [], + "deployment_name": "mahdi-gpt-35-turbo", + "frequency_penalty": 0.0, + "max_tokens": 256, + "presence_penalty": 0.0, + "question": "hi", + "temperature": 0.7, + "top_p": 1.0 + }, + "output": "Please provide a valid input.", + "start_time": 1692319450.718976, + "end_time": 1692319452.838306, + "error": null, + "children": [ + { + "name": "openai.api_resources.chat_completion.ChatCompletion.create", + "type": "LLM", + "inputs": { + "api_base": "https://mahdi-openai.openai.azure.com/", + "api_type": "azure", + "api_version": "2023-03-15-preview", + "engine": "mahdi-gpt-35-turbo", + "messages": [ + { + "role": "system", + "content": "You are an AI assistant reading the transcript of a conversation between an AI and a human. Given an input question and conversation history, infer user real intent.\n\nThe conversation history is provided just in case of a coreference (e.g. \"What is this?\" where \"this\" is defined in previous conversation).\n\nReturn the output as query used for next round user message." + }, + { + "role": "user", + "content": "EXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\n\nOutput: directions to Rock Bar\nEND OF EXAMPLE\n\nEXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\nAI: To get to Rock Bar, you need to go to the 52nd floor of the Park A. You can take the subway to Station A and walk for about 8 minutes from exit A53. Alternatively, you can take the train to S Station and walk for about 12 minutes from the south exit3.\nHuman: Show me more restaurants.\n\nOutput: best restaurants nearby\nEND OF EXAMPLE\n\nConversation history (for reference only):\nHuman: hi\n\nOutput:\n" + } + ], + "temperature": 0.7, + "top_p": 1.0, + "n": 1, + "stream": false, + "stop": null, + "max_tokens": 256, + "presence_penalty": 0.0, + "frequency_penalty": 0.0, + "logit_bias": {}, + "user": "" + }, + "output": { + "id": "chatcmpl-7obKWUDco4lmjOn6GYydonymeHWvm", + "object": "chat.completion", + "created": 1692294252, + "model": "gpt-35-turbo", + "choices": [ + { + "index": 0, + "finish_reason": "stop", + "message": { + "role": "assistant", + "content": "Please provide a valid input." + } + } + ], + "usage": { + "completion_tokens": 6, + "prompt_tokens": 302, + "total_tokens": 308 + } + }, + "start_time": 1692319451.466245, + "end_time": 1692319452.837899, + "error": null, + "children": null, + "node_name": null + } + ], + "node_name": "extract_query_from_question" + }, + { + "name": "get_wiki_url", + "type": "Tool", + "inputs": { + "count": 2, + "entity": "Please provide a valid input." + }, + "output": [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "https://en.wikipedia.org/w/index.php?search=Negative testing" + ], + "start_time": 1692319452.843524, + "end_time": 1692319453.980105, + "error": null, + "children": null, + "node_name": "get_wiki_url" + }, + { + "name": "search_result_from_url", + "type": "Tool", + "inputs": { + "count": 10, + "url_list": [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "https://en.wikipedia.org/w/index.php?search=Negative testing" + ] + }, + "output": [ + [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition." + ], + [ + "https://en.wikipedia.org/w/index.php?search=Negative testing", + "Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing." + ] + ], + "start_time": 1692319453.980663, + "end_time": 1692319455.053139, + "error": null, + "children": null, + "node_name": "search_result_from_url" + }, + { + "name": "process_search_result", + "type": "Tool", + "inputs": { + "search_result": [ + [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition." + ], + [ + "https://en.wikipedia.org/w/index.php?search=Negative testing", + "Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing." + ] + ] + }, + "output": "Content: The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition.\nSource: https://en.wikipedia.org/w/index.php?search=INTERCAL\n\nContent: Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing.\nSource: https://en.wikipedia.org/w/index.php?search=Negative testing", + "start_time": 1692319455.053684, + "end_time": 1692319476.452589, + "error": null, + "children": null, + "node_name": "process_search_result" + }, + { + "name": "AzureOpenAI.chat", + "type": "Tool", + "inputs": { + "prompt": "system:\nYou are a chatbot having a conversation with a human.\nGiven the following extracted parts of a long document and a question, create a final answer with references (\"SOURCES\").\nIf you don't know the answer, just say that you don't know. Don't try to make up an answer.\nALWAYS return a \"SOURCES\" part in your answer.\n\n{{contexts}}\n\n{% for item in chat_history %}\nuser:\n{{item.inputs.question}}\nassistant:\n{{item.outputs.answer}}\n{% endfor %}\n\nuser:\n{{question}}\n", + "chat_history": [], + "contexts": "Content: The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition.\nSource: https://en.wikipedia.org/w/index.php?search=INTERCAL\n\nContent: Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing.\nSource: https://en.wikipedia.org/w/index.php?search=Negative testing", + "deployment_name": "mahdi-gpt-35-turbo", + "question": "hi", + "temperature": 0.8 + }, + "output": "Hello! How can I help you today?", + "start_time": 1692319476.455434, + "end_time": 1692319477.141909, + "error": null, + "children": [ + { + "name": "openai.api_resources.chat_completion.ChatCompletion.create", + "type": "LLM", + "inputs": { + "api_base": "https://mahdi-openai.openai.azure.com/", + "api_type": "azure", + "api_version": "2023-03-15-preview", + "engine": "mahdi-gpt-35-turbo", + "messages": [ + { + "role": "system", + "content": "You are a chatbot having a conversation with a human.\nGiven the following extracted parts of a long document and a question, create a final answer with references (\"SOURCES\").\nIf you don't know the answer, just say that you don't know. Don't try to make up an answer.\nALWAYS return a \"SOURCES\" part in your answer.\n\nContent: The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition.\nSource: https://en.wikipedia.org/w/index.php?search=INTERCAL\n\nContent: Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing.\nSource: https://en.wikipedia.org/w/index.php?search=Negative testing" + }, + { + "role": "user", + "content": "hi\n" + } + ], + "temperature": 0.8, + "top_p": 1.0, + "n": 1, + "stream": false, + "stop": null, + "max_tokens": null, + "presence_penalty": 0.0, + "frequency_penalty": 0.0, + "logit_bias": {}, + "user": "" + }, + "output": { + "id": "chatcmpl-7obKuzJAUAQLGQPEbn00n0Vm9XFD1", + "object": "chat.completion", + "created": 1692294276, + "model": "gpt-35-turbo", + "choices": [ + { + "index": 0, + "finish_reason": "stop", + "message": { + "role": "assistant", + "content": "Hello! How can I help you today?" + } + } + ], + "usage": { + "completion_tokens": 9, + "prompt_tokens": 644, + "total_tokens": 653 + } + }, + "start_time": 1692319476.468228, + "end_time": 1692319477.141757, + "error": null, + "children": null, + "node_name": null + } + ], + "node_name": "augmented_chat" + } + ], + "variant_id": "", + "name": "", + "description": "", + "tags": null, + "system_metrics": { + "duration": 26.42693, + "total_tokens": 961 + }, + "result": { + "answer": "Hello! How can I help you today?" + }, + "upload_metrics": false + } + ], + "node_runs": [ + { + "node": "extract_query_from_question", + "flow_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052", + "run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_extract_query_from_question_0", + "status": "Completed", + "inputs": { + "prompt": "system:\nYou are an AI assistant reading the transcript of a conversation between an AI and a human. Given an input question and conversation history, infer user real intent.\n\nThe conversation history is provided just in case of a coreference (e.g. \"What is this?\" where \"this\" is defined in previous conversation).\n\nReturn the output as query used for next round user message.\n\nuser:\nEXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\n\nOutput: directions to Rock Bar\nEND OF EXAMPLE\n\nEXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\nAI: To get to Rock Bar, you need to go to the 52nd floor of the Park A. You can take the subway to Station A and walk for about 8 minutes from exit A53. Alternatively, you can take the train to S Station and walk for about 12 minutes from the south exit3.\nHuman: Show me more restaurants.\n\nOutput: best restaurants nearby\nEND OF EXAMPLE\n\nConversation history (for reference only):\n{% for item in chat_history %}\nHuman: {{item.inputs.question}}\nAI: {{item.outputs.answer}}\n{% endfor %}\nHuman: {{question}}\n\nOutput:\n", + "chat_history": [], + "deployment_name": "mahdi-gpt-35-turbo", + "frequency_penalty": 0.0, + "max_tokens": 256, + "presence_penalty": 0.0, + "question": "hi", + "temperature": 0.7, + "top_p": 1.0 + }, + "output": "Please provide a valid input.", + "metrics": null, + "error": null, + "parent_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_0", + "start_time": "2023-08-17T17:44:10.718641Z", + "end_time": "2023-08-17T17:44:12.840697Z", + "index": 0, + "api_calls": [ + { + "name": "AzureOpenAI.chat", + "type": "Tool", + "inputs": { + "prompt": "system:\nYou are an AI assistant reading the transcript of a conversation between an AI and a human. Given an input question and conversation history, infer user real intent.\n\nThe conversation history is provided just in case of a coreference (e.g. \"What is this?\" where \"this\" is defined in previous conversation).\n\nReturn the output as query used for next round user message.\n\nuser:\nEXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\n\nOutput: directions to Rock Bar\nEND OF EXAMPLE\n\nEXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\nAI: To get to Rock Bar, you need to go to the 52nd floor of the Park A. You can take the subway to Station A and walk for about 8 minutes from exit A53. Alternatively, you can take the train to S Station and walk for about 12 minutes from the south exit3.\nHuman: Show me more restaurants.\n\nOutput: best restaurants nearby\nEND OF EXAMPLE\n\nConversation history (for reference only):\n{% for item in chat_history %}\nHuman: {{item.inputs.question}}\nAI: {{item.outputs.answer}}\n{% endfor %}\nHuman: {{question}}\n\nOutput:\n", + "chat_history": [], + "deployment_name": "mahdi-gpt-35-turbo", + "frequency_penalty": 0.0, + "max_tokens": 256, + "presence_penalty": 0.0, + "question": "hi", + "temperature": 0.7, + "top_p": 1.0 + }, + "output": "Please provide a valid input.", + "start_time": 1692319450.718976, + "end_time": 1692319452.838306, + "error": null, + "children": [ + { + "name": "openai.api_resources.chat_completion.ChatCompletion.create", + "type": "LLM", + "inputs": { + "api_base": "https://mahdi-openai.openai.azure.com/", + "api_type": "azure", + "api_version": "2023-03-15-preview", + "engine": "mahdi-gpt-35-turbo", + "messages": [ + { + "role": "system", + "content": "You are an AI assistant reading the transcript of a conversation between an AI and a human. Given an input question and conversation history, infer user real intent.\n\nThe conversation history is provided just in case of a coreference (e.g. \"What is this?\" where \"this\" is defined in previous conversation).\n\nReturn the output as query used for next round user message." + }, + { + "role": "user", + "content": "EXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\n\nOutput: directions to Rock Bar\nEND OF EXAMPLE\n\nEXAMPLE\nConversation history:\nHuman: I want to find the best restaurants nearby, could you recommend some?\nAI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar.\nHuman: How do I get to Rock Bar?\nAI: To get to Rock Bar, you need to go to the 52nd floor of the Park A. You can take the subway to Station A and walk for about 8 minutes from exit A53. Alternatively, you can take the train to S Station and walk for about 12 minutes from the south exit3.\nHuman: Show me more restaurants.\n\nOutput: best restaurants nearby\nEND OF EXAMPLE\n\nConversation history (for reference only):\nHuman: hi\n\nOutput:\n" + } + ], + "temperature": 0.7, + "top_p": 1.0, + "n": 1, + "stream": false, + "stop": null, + "max_tokens": 256, + "presence_penalty": 0.0, + "frequency_penalty": 0.0, + "logit_bias": {}, + "user": "" + }, + "output": { + "id": "chatcmpl-7obKWUDco4lmjOn6GYydonymeHWvm", + "object": "chat.completion", + "created": 1692294252, + "model": "gpt-35-turbo", + "choices": [ + { + "index": 0, + "finish_reason": "stop", + "message": { + "role": "assistant", + "content": "Please provide a valid input." + } + } + ], + "usage": { + "completion_tokens": 6, + "prompt_tokens": 302, + "total_tokens": 308 + } + }, + "start_time": 1692319451.466245, + "end_time": 1692319452.837899, + "error": null, + "children": null, + "node_name": null + } + ], + "node_name": "extract_query_from_question" + } + ], + "variant_id": "", + "cached_run_id": null, + "cached_flow_run_id": null, + "logs": { + "stdout": "", + "stderr": "" + }, + "system_metrics": { + "completion_tokens": 6, + "prompt_tokens": 302, + "total_tokens": 308, + "duration": 2.122056 + }, + "result": "Please provide a valid input." + }, + { + "node": "get_wiki_url", + "flow_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052", + "run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_get_wiki_url_0", + "status": "Completed", + "inputs": { + "count": 2, + "entity": "Please provide a valid input." + }, + "output": [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "https://en.wikipedia.org/w/index.php?search=Negative testing" + ], + "metrics": null, + "error": null, + "parent_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_0", + "start_time": "2023-08-17T17:44:12.843275Z", + "end_time": "2023-08-17T17:44:13.980292Z", + "index": 0, + "api_calls": [ + { + "name": "get_wiki_url", + "type": "Tool", + "inputs": { + "count": 2, + "entity": "Please provide a valid input." + }, + "output": [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "https://en.wikipedia.org/w/index.php?search=Negative testing" + ], + "start_time": 1692319452.843524, + "end_time": 1692319453.980105, + "error": null, + "children": null, + "node_name": "get_wiki_url" + } + ], + "variant_id": "", + "cached_run_id": null, + "cached_flow_run_id": null, + "logs": { + "stdout": "[2023-08-17T17:44:13+0000] Could not find Please provide a valid input.. 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It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition." + ], + [ + "https://en.wikipedia.org/w/index.php?search=Negative testing", + "Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing." + ] + ], + "metrics": null, + "error": null, + "parent_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_0", + "start_time": "2023-08-17T17:44:13.980579Z", + "end_time": "2023-08-17T17:44:15.053319Z", + "index": 0, + "api_calls": [ + { + "name": "search_result_from_url", + "type": "Tool", + "inputs": { + "count": 10, + "url_list": [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "https://en.wikipedia.org/w/index.php?search=Negative testing" + ] + }, + "output": [ + [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. 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To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition." + ], + [ + "https://en.wikipedia.org/w/index.php?search=Negative testing", + "Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing." + ] + ], + "start_time": 1692319453.980663, + "end_time": 1692319455.053139, + "error": null, + "children": null, + "node_name": "search_result_from_url" + } + ], + "variant_id": "", + "cached_run_id": null, + "cached_flow_run_id": null, + "logs": { + "stdout": "", + "stderr": "" + }, + "system_metrics": { + "duration": 1.07274 + }, + "result": [ + [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition." + ], + [ + "https://en.wikipedia.org/w/index.php?search=Negative testing", + "Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing." + ] + ] + }, + { + "node": "process_search_result", + "flow_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052", + "run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_process_search_result_0", + "status": "Completed", + "inputs": { + "search_result": [ + [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. 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To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition.\nSource: https://en.wikipedia.org/w/index.php?search=INTERCAL\n\nContent: Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing.\nSource: https://en.wikipedia.org/w/index.php?search=Negative testing", + "metrics": null, + "error": null, + "parent_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_0", + "start_time": "2023-08-17T17:44:15.053621Z", + "end_time": "2023-08-17T17:44:36.453092Z", + "index": 0, + "api_calls": [ + { + "name": "process_search_result", + "type": "Tool", + "inputs": { + "search_result": [ + [ + "https://en.wikipedia.org/w/index.php?search=INTERCAL", + "The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. 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C-INTERCAL swaps the major and minor version numbers, compared to tradition." + ], + [ + "https://en.wikipedia.org/w/index.php?search=Negative testing", + "Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. 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Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition.\nSource: https://en.wikipedia.org/w/index.php?search=INTERCAL\n\nContent: Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. 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Negative testing is opposite of positive testing.\nSource: https://en.wikipedia.org/w/index.php?search=Negative testing" + }, + { + "node": "augmented_chat", + "flow_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052", + "run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_augmented_chat_0", + "status": "Completed", + "inputs": { + "prompt": "system:\nYou are a chatbot having a conversation with a human.\nGiven the following extracted parts of a long document and a question, create a final answer with references (\"SOURCES\").\nIf you don't know the answer, just say that you don't know. 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The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing.\nSource: https://en.wikipedia.org/w/index.php?search=Negative testing", + "deployment_name": "mahdi-gpt-35-turbo", + "question": "hi", + "temperature": 0.8 + }, + "output": "Hello! How can I help you today?", + "metrics": null, + "error": null, + "parent_run_id": "aad94b78-11b4-4fac-b3e4-c57ea8312052_0", + "start_time": "2023-08-17T17:44:36.454785Z", + "end_time": "2023-08-17T17:44:37.143222Z", + "index": 0, + "api_calls": [ + { + "name": "AzureOpenAI.chat", + "type": "Tool", + "inputs": { + "prompt": "system:\nYou are a chatbot having a conversation with a human.\nGiven the following extracted parts of a long document and a question, create a final answer with references (\"SOURCES\").\nIf you don't know the answer, just say that you don't know. Don't try to make up an answer.\nALWAYS return a \"SOURCES\" part in your answer.\n\n{{contexts}}\n\n{% for item in chat_history %}\nuser:\n{{item.inputs.question}}\nassistant:\n{{item.outputs.answer}}\n{% endfor %}\n\nuser:\n{{question}}\n", + "chat_history": [], + "contexts": "Content: The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition.\nSource: https://en.wikipedia.org/w/index.php?search=INTERCAL\n\nContent: Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing.\nSource: https://en.wikipedia.org/w/index.php?search=Negative testing", + "deployment_name": "mahdi-gpt-35-turbo", + "question": "hi", + "temperature": 0.8 + }, + "output": "Hello! How can I help you today?", + "start_time": 1692319476.455434, + "end_time": 1692319477.141909, + "error": null, + "children": [ + { + "name": "openai.api_resources.chat_completion.ChatCompletion.create", + "type": "LLM", + "inputs": { + "api_base": "https://mahdi-openai.openai.azure.com/", + "api_type": "azure", + "api_version": "2023-03-15-preview", + "engine": "mahdi-gpt-35-turbo", + "messages": [ + { + "role": "system", + "content": "You are a chatbot having a conversation with a human.\nGiven the following extracted parts of a long document and a question, create a final answer with references (\"SOURCES\").\nIf you don't know the answer, just say that you don't know. Don't try to make up an answer.\nALWAYS return a \"SOURCES\" part in your answer.\n\nContent: The Compiler Language With No Pronounceable Acronym (INTERCAL) is an esoteric programming language that was created as a parody by Don Woods and James M. Lyon\u00a0[ru], two Princeton University students, in 1972. It satirizes aspects of the various programming languages at the time,[1] as well as the proliferation of proposed language constructs and notations in the 1960s.. There are two maintained implementations of INTERCAL dialects: C-INTERCAL (created in 1990), maintained by Eric S. Raymond[2] and Alex Smith,[3] and CLC-INTERCAL, maintained by Claudio Calvelli.[4]. According to the original manual by the authors,[5]. The full name of the compiler is \"Compiler Language With No Pronounceable Acronym\", which is, for obvious reasons, abbreviated \"INTERCAL\".. The original Princeton implementation used punched cards and the EBCDIC character set. To allow INTERCAL to run on computers using ASCII, substitutions for two characters had to be made: $ substituted for \u00a2 as the mingle operator, \"represent[ing] the increasing cost of software in relation to hardware\", and ? was substituted for \u22bb as the unary exclusive-or operator to \"correctly express the average person's reaction on first encountering exclusive-or\".[5] In recent versions of C-INTERCAL, the older operators are supported as alternatives; INTERCAL programs may now be encoded in ASCII, Latin-1, or UTF-8.[6]. C-INTERCAL swaps the major and minor version numbers, compared to tradition.\nSource: https://en.wikipedia.org/w/index.php?search=INTERCAL\n\nContent: Negative testing is a method of testing an application or system that ensures that the plot of the application is according to the requirements and can handle the unwanted input and user behavior.[1] Invalid data is inserted to compare the output against the given input. Negative testing is also known as failure testing or error path testing. When performing negative testing exceptions are expected. This shows that the application is able to handle improper user behavior. Users input values that do not work in the system to test its ability to handle incorrect values or system failure.. Negative testing is done to check that the product deals properly with the circumstance for which it is not programmed. The fundamental aim of this testing is to check how bad data is taken care of by the systems, and appropriate errors are shown to the client when bad data is entered. Both positive and negative testing play an important role. Positive testing ensures that the application does what it is implied for and performs each function as expected. Negative testing is opposite of positive testing.\nSource: https://en.wikipedia.org/w/index.php?search=Negative testing" + }, + { + "role": "user", + "content": "hi\n" + } + ], + "temperature": 0.8, + "top_p": 1.0, + "n": 1, + "stream": false, + "stop": null, + "max_tokens": null, + "presence_penalty": 0.0, + "frequency_penalty": 0.0, + "logit_bias": {}, + "user": "" + }, + "output": { + "id": "chatcmpl-7obKuzJAUAQLGQPEbn00n0Vm9XFD1", + "object": "chat.completion", + "created": 1692294276, + "model": "gpt-35-turbo", + "choices": [ + { + "index": 0, + "finish_reason": "stop", + "message": { + "role": "assistant", + "content": "Hello! How can I help you today?" + } + } + ], + "usage": { + "completion_tokens": 9, + "prompt_tokens": 644, + "total_tokens": 653 + } + }, + "start_time": 1692319476.468228, + "end_time": 1692319477.141757, + "error": null, + "children": null, + "node_name": null + } + ], + "node_name": "augmented_chat" + } + ], + "variant_id": "", + "cached_run_id": null, + "cached_flow_run_id": null, + "logs": { + "stdout": "", + "stderr": "" + }, + "system_metrics": { + "completion_tokens": 9, + "prompt_tokens": 644, + "total_tokens": 653, + "duration": 0.688437 + }, + "result": "Hello! How can I help you today?" + } + ] +} \ No newline at end of file diff --git a/prompt-flow-project/chat-with-wikipedia/.promptflow/chat.output.json b/prompt-flow-project/chat-with-wikipedia/.promptflow/chat.output.json new file mode 100644 index 0000000..bafbad5 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/.promptflow/chat.output.json @@ -0,0 +1,3 @@ +{ + "answer": "Hello! How can I help you today?" +} \ No newline at end of file diff --git a/prompt-flow-project/chat-with-wikipedia/.promptflow/flow.layout.json b/prompt-flow-project/chat-with-wikipedia/.promptflow/flow.layout.json new file mode 100644 index 0000000..bdc4461 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/.promptflow/flow.layout.json @@ -0,0 +1,40 @@ +{ + "nodeLayouts": { + "inputs": { + "x": 12, + "y": 62, + "index": -1 + }, + "outputs": { + "x": 12, + "y": 722, + "index": -1 + }, + "extract_query_from_question": { + "x": 67.5, + "y": 172, + "index": 0 + }, + "get_wiki_url": { + "x": 67.5, + "y": 282, + "index": 1 + }, + "search_result_from_url": { + "x": 67.5, + "y": 392, + "index": 2 + }, + "process_search_result": { + "x": 67.5, + "y": 502, + "index": 3 + }, + "augmented_chat": { + "x": 12, + "y": 612, + "index": 4 + } + }, + "orientation": "Vertical" +} \ No newline at end of file diff --git a/prompt-flow-project/chat-with-wikipedia/.promptflow/flow.tools.json b/prompt-flow-project/chat-with-wikipedia/.promptflow/flow.tools.json new file mode 100644 index 0000000..386fd8d --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/.promptflow/flow.tools.json @@ -0,0 +1,129 @@ +{ + "package": {}, + "code": { + "extract_query_from_question.jinja2": { + "name": "extract_query_from_question.jinja2", + "type": "llm", + "inputs": { + "question": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + } + }, + "source": "extract_query_from_question.jinja2" + }, + "get_wiki_url.py": { + "type": "python", + "inputs": { + "entity": { + "type": [ + "string" + ] + }, + "count": { + "type": [ + "int" + ], + "default": "2" + } + }, + "source": "get_wiki_url.py", + "function": "get_wiki_url" + }, + "search_result_from_url.py": { + "type": "python", + "inputs": { + "url_list": { + "type": [ + "list" + ] + }, + "count": { + "type": [ + "int" + ], + "default": "10" + } + }, + "source": "search_result_from_url.py", + "function": "search_result_from_url" + }, + "process_search_result.py": { + "type": "python", + "inputs": { + "search_result": { + "type": [ + "object" + ] + } + }, + "source": "process_search_result.py", + "function": "process_search_result" + }, + "augmented_chat.jinja2": { + "name": "augmented_chat.jinja2", + "type": "llm", + "inputs": { + "question": { + "type": [ + "string" + ] + }, + "contexts": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + } + }, + "source": "augmented_chat.jinja2" + }, + "prompts/extract_query_from_question.jinja2": { + "type": "llm", + "inputs": { + "question": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + } + }, + "source": "prompts/extract_query_from_question.jinja2" + }, + "prompts/augmented_chat.jinja2": { + "type": "llm", + "inputs": { + "question": { + "type": [ + "string" + ] + }, + "contexts": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + } + }, + "source": "prompts/augmented_chat.jinja2" + } + } +} \ No newline at end of file diff --git a/prompt-flow-project/chat-with-wikipedia/README.md b/prompt-flow-project/chat-with-wikipedia/README.md new file mode 100644 index 0000000..15f54ed --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/README.md @@ -0,0 +1,73 @@ +# Chat With Wikipedia + +This is a companion flow to "Ask Wikipedia". It demonstrates how to create a chatbot that can remember previous interactions and use the conversation history to generate next message. + +Tools used in this flow： +- `llm` tool +- custom `python` Tool + +## Prerequisites + +Install promptflow sdk and other dependencies in this folder: +```bash +pip install -r requirements.txt +``` + +## What you will learn + +In this flow, you will learn +- how to compose a chat flow. +- prompt template format of LLM tool chat api. Message delimiter is a separate line containing role name and colon: "system:", "user:", "assistant:". +See OpenAI Chat for more about message role. + ```jinja + system: + You are a chatbot having a conversation with a human. + + user: + {{question}} + ``` +- how to consume chat history in prompt. + ```jinja + {% for item in chat_history %} + user: + {{item.inputs.question}} + assistant: + {{item.outputs.answer}} + {% endfor %} + ``` + +## Getting started + +### 1 Create connection for LLM tool to use +Go to "Prompt flow" "Connections" tab. Click on "Create" button, select one of LLM tool supported connection types and fill in the configurations. + +Currently, there are two connection types supported by LLM tool: "AzureOpenAI" and "OpenAI". If you want to use "AzureOpenAI" connection type, you need to create an Azure OpenAI service first. Please refer to [Azure OpenAI Service](https://azure.microsoft.com/en-us/products/cognitive-services/openai-service/) for more details. If you want to use "OpenAI" connection type, you need to create an OpenAI account first. Please refer to [OpenAI](https://platform.openai.com/) for more details. + +```bash +# Override keys with --set to avoid yaml file changes +pf connection create --file azure_openai.yml --set api_key= api_base= +``` + +Note in [flow.dag.yaml](flow.dag.yaml) we are using connection named `azure_open_ai_connection`. +```bash +# show registered connection +pf connection show --name azure_open_ai_connection +``` + +### 2 Start chatting + +```bash +# run chat flow with default question in flow.dag.yaml +pf flow test --flow . + +# run chat flow with new question +pf flow test --flow . --inputs question="What's Azure Machine Learning?" + +# start a interactive chat session in CLI +pf flow test --flow . --interactive + +# start a interactive chat session in CLI with verbose info +pf flow test --flow . --interactive --verbose +``` + + diff --git a/prompt-flow-project/chat-with-wikipedia/connections/azure_openai.yml b/prompt-flow-project/chat-with-wikipedia/connections/azure_openai.yml new file mode 100644 index 0000000..5646047 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/connections/azure_openai.yml @@ -0,0 +1,7 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/AzureOpenAIConnection.schema.json +name: azure_open_ai_connection +type: azure_open_ai +api_key: "" +api_base: "aoai-api-endpoint" +api_type: "azure" +api_version: "2023-03-15-preview" diff --git a/prompt-flow-project/chat-with-wikipedia/flow.dag.yaml b/prompt-flow-project/chat-with-wikipedia/flow.dag.yaml new file mode 100644 index 0000000..5550cec --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/flow.dag.yaml @@ -0,0 +1,71 @@ +id: chat_with_wikipedia +name: Chat With Wikipedia +inputs: + chat_history: + type: list + default: [] + question: + type: string + default: What is ChatGPT? + is_chat_input: true +outputs: + answer: + type: string + reference: ${augmented_chat.output} + is_chat_output: true +nodes: +- name: extract_query_from_question + type: llm + source: + type: code + path: prompts/extract_query_from_question.jinja2 + inputs: + deployment_name: mahdi-gpt-35-turbo + temperature: 0.7 + top_p: 1 + max_tokens: 256 + presence_penalty: 0 + frequency_penalty: 0 + question: ${inputs.question} + chat_history: ${inputs.chat_history} + provider: AzureOpenAI + connection: azure_open_ai_connection_2 + api: chat + module: promptflow.tools.aoai +- name: get_wiki_url + type: python + source: + type: code + path: get_wiki_url.py + inputs: + entity: ${extract_query_from_question.output} + count: 2 +- name: search_result_from_url + type: python + source: + type: code + path: search_result_from_url.py + inputs: + url_list: ${get_wiki_url.output} + count: 10 +- name: process_search_result + type: python + source: + type: code + path: process_search_result.py + inputs: + search_result: ${search_result_from_url.output} +- name: augmented_chat + type: llm + source: + type: code + path: prompts/augmented_chat.jinja2 + inputs: + deployment_name: mahdi-gpt-35-turbo + temperature: 0.8 + question: ${inputs.question} + chat_history: ${inputs.chat_history} + contexts: ${process_search_result.output} + provider: AzureOpenAI + connection: azure_open_ai_connection + api: chat diff --git a/prompt-flow-project/chat-with-wikipedia/get_wiki_url.py b/prompt-flow-project/chat-with-wikipedia/get_wiki_url.py new file mode 100644 index 0000000..7a91e12 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/get_wiki_url.py @@ -0,0 +1,58 @@ +import re + +import bs4 +import requests + +from promptflow import tool + + +def decode_str(string): + return string.encode().decode("unicode-escape").encode("latin1").decode("utf-8") + + +def remove_nested_parentheses(string): + pattern = r"\([^()]+\)" + while re.search(pattern, string): + string = re.sub(pattern, "", string) + return string + + +@tool +def get_wiki_url(entity: str, count=2): + # Send a request to the URL + url = f"https://en.wikipedia.org/w/index.php?search={entity}" + url_list = [] + try: + headers = { + "User-Agent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) " + "Chrome/113.0.0.0 Safari/537.36 Edg/113.0.1774.35" + } + response = requests.get(url, headers=headers) + if response.status_code == 200: + # Parse the HTML content using BeautifulSoup + soup = bs4.BeautifulSoup(response.text, "html.parser") + + mw_divs = soup.find_all("div", {"class": "mw-search-result-heading"}) + if mw_divs: # mismatch + result_titles = [decode_str(div.get_text().strip()) for div in mw_divs] + result_titles = [remove_nested_parentheses(result_title) for result_title in result_titles] + print(f"Could not find {entity}. Similar ententity: {result_titles[:count]}.") + url_list.extend( + [f"https://en.wikipedia.org/w/index.php?search={result_title}" for result_title in result_titles] + ) + else: + page_content = [p_ul.get_text().strip() for p_ul in soup.find_all("p") + soup.find_all("ul")] + if any("may refer to:" in p for p in page_content): + url_list.extend(get_wiki_url("[" + entity + "]")) + else: + url_list.append(url) + else: + msg = ( + f"Get url failed with status code {response.status_code}.\nURL: {url}\nResponse: " + f"{response.text[:100]}" + ) + print(msg) + return url_list[:count] + except Exception as e: + print("Get url failed with error: {}".format(e)) + return url_list diff --git a/prompt-flow-project/chat-with-wikipedia/process_search_result.py b/prompt-flow-project/chat-with-wikipedia/process_search_result.py new file mode 100644 index 0000000..4248ac0 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/process_search_result.py @@ -0,0 +1,17 @@ +from promptflow import tool + + +@tool +def process_search_result(search_result): + def format(doc: dict): + return f"Content: {doc['Content']}\nSource: {doc['Source']}" + + try: + context = [] + for url, content in search_result: + context.append({"Content": content, "Source": url}) + context_str = "\n\n".join([format(c) for c in context]) + return context_str + except Exception as e: + print(f"Error: {e}") + return "" diff --git a/prompt-flow-project/chat-with-wikipedia/prompts/augmented_chat.jinja2 b/prompt-flow-project/chat-with-wikipedia/prompts/augmented_chat.jinja2 new file mode 100644 index 0000000..0719d1f --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/prompts/augmented_chat.jinja2 @@ -0,0 +1,17 @@ +system: +You are a chatbot having a conversation with a human. +Given the following extracted parts of a long document and a question, create a final answer with references ("SOURCES"). +If you don't know the answer, just say that you don't know. Don't try to make up an answer. +ALWAYS return a "SOURCES" part in your answer. + +{{contexts}} + +{% for item in chat_history %} +user: +{{item.inputs.question}} +assistant: +{{item.outputs.answer}} +{% endfor %} + +user: +{{question}} diff --git a/prompt-flow-project/chat-with-wikipedia/prompts/extract_query_from_question.jinja2 b/prompt-flow-project/chat-with-wikipedia/prompts/extract_query_from_question.jinja2 new file mode 100644 index 0000000..c32c569 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/prompts/extract_query_from_question.jinja2 @@ -0,0 +1,36 @@ +system: +You are an AI assistant reading the transcript of a conversation between an AI and a human. Given an input question and conversation history, infer user real intent. + +The conversation history is provided just in case of a coreference (e.g. "What is this?" where "this" is defined in previous conversation). + +Return the output as query used for next round user message. + +user: +EXAMPLE +Conversation history: +Human: I want to find the best restaurants nearby, could you recommend some? +AI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar. +Human: How do I get to Rock Bar? + +Output: directions to Rock Bar +END OF EXAMPLE + +EXAMPLE +Conversation history: +Human: I want to find the best restaurants nearby, could you recommend some? +AI: Sure, I can help you with that. Here are some of the best restaurants nearby: Rock Bar. +Human: How do I get to Rock Bar? +AI: To get to Rock Bar, you need to go to the 52nd floor of the Park A. You can take the subway to Station A and walk for about 8 minutes from exit A53. Alternatively, you can take the train to S Station and walk for about 12 minutes from the south exit3. +Human: Show me more restaurants. + +Output: best restaurants nearby +END OF EXAMPLE + +Conversation history (for reference only): +{% for item in chat_history %} +Human: {{item.inputs.question}} +AI: {{item.outputs.answer}} +{% endfor %} +Human: {{question}} + +Output: diff --git a/prompt-flow-project/chat-with-wikipedia/requirements.txt b/prompt-flow-project/chat-with-wikipedia/requirements.txt new file mode 100644 index 0000000..b403d26 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/requirements.txt @@ -0,0 +1,6 @@ +--extra-index-url https://azuremlsdktestpypi.azureedge.net/promptflow/ +promptflow +promptflow-tools +langchain +jinja2 +bs4 \ No newline at end of file diff --git a/prompt-flow-project/chat-with-wikipedia/run.yml b/prompt-flow-project/chat-with-wikipedia/run.yml new file mode 100644 index 0000000..7d2eb87 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/run.yml @@ -0,0 +1,3 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Run.schema.json +flow: . +data: data.jsonl \ No newline at end of file diff --git a/prompt-flow-project/chat-with-wikipedia/search_result_from_url.py b/prompt-flow-project/chat-with-wikipedia/search_result_from_url.py new file mode 100644 index 0000000..f400819 --- /dev/null +++ b/prompt-flow-project/chat-with-wikipedia/search_result_from_url.py @@ -0,0 +1,75 @@ +import random +import time +from concurrent.futures import ThreadPoolExecutor +from functools import partial + +import bs4 +import requests + +from promptflow import tool + +session = requests.Session() + + +def decode_str(string): + return string.encode().decode("unicode-escape").encode("latin1").decode("utf-8") + + +def get_page_sentence(page, count: int = 10): + # find all paragraphs + paragraphs = page.split("\n") + paragraphs = [p.strip() for p in paragraphs if p.strip()] + + # find all sentence + sentences = [] + for p in paragraphs: + sentences += p.split(". ") + sentences = [s.strip() + "." for s in sentences if s.strip()] + # get first `count` number of sentences + return " ".join(sentences[:count]) + + +def fetch_text_content_from_url(url: str, count: int = 10): + # Send a request to the URL + try: + headers = { + "User-Agent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) " + "Chrome/113.0.0.0 Safari/537.36 Edg/113.0.1774.35" + } + delay = random.uniform(0, 0.5) + time.sleep(delay) + response = session.get(url, headers=headers) + if response.status_code == 200: + # Parse the HTML content using BeautifulSoup + soup = bs4.BeautifulSoup(response.text, "html.parser") + page_content = [p_ul.get_text().strip() for p_ul in soup.find_all("p") + soup.find_all("ul")] + page = "" + for content in page_content: + if len(content.split(" ")) > 2: + page += decode_str(content) + if not content.endswith("\n"): + page += "\n" + text = get_page_sentence(page, count=count) + return (url, text) + else: + msg = ( + f"Get url failed with status code {response.status_code}.\nURL: {url}\nResponse: " + f"{response.text[:100]}" + ) + print(msg) + return (url, "No available content") + + except Exception as e: + print("Get url failed with error: {}".format(e)) + return (url, "No available content") + + +@tool +def search_result_from_url(url_list: list, count: int = 10): + results = [] + patial_func_of_fetch_text_content_from_url = partial(fetch_text_content_from_url, count=count) + with ThreadPoolExecutor(max_workers=5) as executor: + futures = executor.map(patial_func_of_fetch_text_content_from_url, url_list) + for feature in futures: + results.append(feature) + return results diff --git a/prompt-flow-project/contoso-qna-chat/.DS_Store b/prompt-flow-project/contoso-qna-chat/.DS_Store new file mode 100644 index 0000000..208e848 Binary files /dev/null and b/prompt-flow-project/contoso-qna-chat/.DS_Store differ diff --git a/prompt-flow-project/contoso-qna-chat/.gitignore b/prompt-flow-project/contoso-qna-chat/.gitignore new file mode 100644 index 0000000..61bd725 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/.gitignore @@ -0,0 +1,5 @@ +.env +__pycache__/ +.promptflow/* +!.promptflow/flow.tools.json +.runs/ diff --git a/prompt-flow-project/contoso-qna-chat/.promptflow/flow.tools.json b/prompt-flow-project/contoso-qna-chat/.promptflow/flow.tools.json new file mode 100644 index 0000000..f7fd944 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/.promptflow/flow.tools.json @@ -0,0 +1,302 @@ +{ + "package": { + "promptflow.tools.embedding.embedding": { + "name": "Embedding", + "description": "Use Open AI's embedding model to create an embedding vector representing the input text.", + "type": "python", + "module": "promptflow.tools.embedding", + "function": "embedding", + "inputs": { + "connection": { + "type": [ + "AzureOpenAIConnection", + "OpenAIConnection" + ] + }, + "deployment_name": { + "type": [ + "string" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "AzureOpenAIConnection" + ], + "capabilities": { + "completion": false, + "chat_completion": false, + "embeddings": true + }, + "model_list": [ + "text-embedding-ada-002", + "text-search-ada-doc-001", + "text-search-ada-query-001" + ] + }, + "model": { + "type": [ + "string" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "OpenAIConnection" + ], + "enum": [ + "text-embedding-ada-002", + "text-search-ada-doc-001", + "text-search-ada-query-001" + ] + }, + "input": { + "type": [ + "string" + ] + } + }, + "package": "promptflow-tools", + "package_version": "0.1.0b6" + }, + "promptflow_vectordb.tool.vector_db_lookup.VectorDBLookup.search": { + "name": "Vector DB Lookup", + "description": "Search vector based query from existing Vector Database.", + "type": "python", + "module": "promptflow_vectordb.tool.vector_db_lookup", + "class_name": "VectorDBLookup", + "function": "search", + "inputs": { + "connection": { + "type": [ + "CognitiveSearchConnection", + "QdrantConnection", + "WeaviateConnection" + ] + }, + "index_name": { + "type": [ + "string" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "CognitiveSearchConnection" + ] + }, + "collection_name": { + "type": [ + "string" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "QdrantConnection" + ] + }, + "class_name": { + "type": [ + "string" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "WeaviateConnection" + ] + }, + "text_field": { + "default": null, + "type": [ + "string" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "CognitiveSearchConnection", + "QdrantConnection", + "WeaviateConnection" + ] + }, + "vector_field": { + "default": null, + "type": [ + "string" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "CognitiveSearchConnection" + ] + }, + "search_params": { + "default": null, + "type": [ + "object" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "CognitiveSearchConnection", + "QdrantConnection" + ] + }, + "search_filters": { + "default": null, + "type": [ + "object" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "CognitiveSearchConnection", + "QdrantConnection" + ] + }, + "vector": { + "type": [ + "list" + ] + }, + "top_k": { + "default": "3", + "type": [ + "int" + ] + } + }, + "package": "promptflow-vectordb", + "package_version": "0.1.1" + } + }, + "code": { + "generate_prompt_context.py": { + "type": "python", + "inputs": { + "search_result": { + "type": [ + "object" + ] + } + }, + "source": "generate_prompt_context.py", + "function": "generate_prompt_context" + }, + "chat_with_context.jinja2": { + "type": "llm", + "inputs": { + "prompt_text": { + "type": [ + "string" + ] + } + }, + "source": "chat_with_context.jinja2" + }, + "Prompt_variants2.jinja2": { + "type": "prompt", + "inputs": { + "contexts": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + }, + "chat_input": { + "type": [ + "string" + ] + } + }, + "source": "Prompt_variants2.jinja2" + }, + "Prompt_variants2_variant_1.jinja2": { + "type": "llm", + "inputs": { + "contexts": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + }, + "chat_input": { + "type": [ + "string" + ] + } + }, + "source": "Prompt_variants_variant_1.jinja2" + }, + "Prompt_variants2_variant_2.jinja2": { + "type": "llm", + "inputs": { + "contexts": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + }, + "chat_input": { + "type": [ + "string" + ] + } + }, + "source": "Prompt_variants_variant_2.jinja2" + }, + "Prompt_variants_variant_1.jinja2": { + "type": "prompt", + "inputs": { + "contexts": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + }, + "chat_input": { + "type": [ + "string" + ] + } + }, + "source": "Prompt_variants_variant_1.jinja2" + }, + "Prompt_variants_variant_2.jinja2": { + "type": "prompt", + "inputs": { + "contexts": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + }, + "chat_input": { + "type": [ + "string" + ] + } + }, + "source": "Prompt_variants_variant_2.jinja2" + }, + "python_node_gd41.py": { + "type": "python", + "inputs": { + "input1": { + "type": [ + "string" + ] + } + }, + "source": "python_node_gd41.py", + "function": "my_python_tool" + } + } +} \ No newline at end of file diff --git a/prompt-flow-project/contoso-qna-chat/Prompt_variants2.jinja2 b/prompt-flow-project/contoso-qna-chat/Prompt_variants2.jinja2 new file mode 100644 index 0000000..45baa7d --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/Prompt_variants2.jinja2 @@ -0,0 +1,16 @@ +system: +* You are an AI system designed to answer questions from users in a designated context. When presented with a scenario, you must reply with accuracy to inquirers' inquiries using only descriptors provided in that same context. If there is ever a situation where you are unsure of the potential answers, simply respond with "I don't know. +Please add citation after each sentence when possible in a form "(Source: citation)". +context: {{contexts}} + +chat history: +{% for item in chat_history %} +user: +{{ item.inputs.chat_input }} +assistant: +{{ item.outputs.chat_output }} + +{% endfor %} + +user question: +{{ chat_input }} \ No newline at end of file diff --git a/prompt-flow-project/contoso-qna-chat/Prompt_variants_variant_1.jinja2 b/prompt-flow-project/contoso-qna-chat/Prompt_variants_variant_1.jinja2 new file mode 100644 index 0000000..00cde5d --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/Prompt_variants_variant_1.jinja2 @@ -0,0 +1,16 @@ +system: +* You are an AI agent tasked with helping users by responding with relevant and accurate answers based on the available context. Display your skills by creating a thoughtful response that reflects the provided information. Unleash your creativity! +Please add citation after each sentence when possible in a form "(Source: citation)". +context: {{contexts}} + +chat history: +{% for item in chat_history %} +user: +{{ item.inputs.chat_input }} +assistant: +{{ item.outputs.chat_output }} + +{% endfor %} + +user question: +{{ chat_input }} \ No newline at end of file diff --git a/prompt-flow-project/contoso-qna-chat/Prompt_variants_variant_2.jinja2 b/prompt-flow-project/contoso-qna-chat/Prompt_variants_variant_2.jinja2 new file mode 100644 index 0000000..d331220 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/Prompt_variants_variant_2.jinja2 @@ -0,0 +1,22 @@ +system: +* You are an AI assistant for helping users answering question given a specific context.You are given a context and you'll be asked a question based on the context.Your answer should be as precise as possible and answer should be only from the context.Your answer should be succinct. +Please ALWAYS add citation after each sentence in a form "(Source: citation)". if you do not have any citation, just say I do not have a good anwer. + +Always answer the questions in the following format: + +ANSWER +(SOURCE: list of sources used to provide answers) + +context: {{contexts}} + +chat history: +{% for item in chat_history %} +user: +{{ item.inputs.chat_input }} +assistant: +{{ item.outputs.chat_output }} + +{% endfor %} + +user question: +{{ chat_input }} \ No newline at end of file diff --git a/prompt-flow-project/contoso-qna-chat/README.md b/prompt-flow-project/contoso-qna-chat/README.md new file mode 100644 index 0000000..12c4d38 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/README.md @@ -0,0 +1,65 @@ +# Chat flow +Chat flow is designed for conversational application development, building upon the capabilities of standard flow and providing enhanced support for chat inputs/outputs and chat history management. With chat flow, you can easily create a chatbot that handles chat input and output. + +## Develop a chat flow +Develop flow inputs and outputs +The most important elements that differentiate a chat flow from a standard flow are **Chat Input**, **Chat History**, and **Chat Output**. + +- **Chat Input**: Chat input refers to the messages or queries submitted by users to the chatbot. Effectively handling chat input is crucial for a successful conversation, as it involves understanding user intentions, extracting relevant information, and triggering appropriate responses. + +- **Chat History**: Chat history is the record of all interactions between the user and the chatbot, including both user inputs and AI-generated outputs. Maintaining chat history is essential for keeping track of the conversation context and ensuring the AI can generate contextually relevant responses. Chat History is a special type of chat flow input, that stores chat messages in a structured format. + +- **Chat Output**: Chat output refers to the AI-generated messages that are sent to the user in response to their inputs. Generating contextually appropriate and engaging chat outputs is vital for a positive user experience. + +A chat flow can have multiple inputs, but Chat History and Chat Input are required inputs in chat flow. + +## Interact with chat flow + +Promptflow CLI provides a way to start an interactive chat session for chat flow. Customer can use below command to start an interactive chat session: + +``` +pf flow test --flow --interactive +``` + +After executing this command, customer can interact with the chat flow in the terminal. Customer can press **Enter** to send the message to chat flow. And customer can quit with **ctrl+Z**. +Promptflow CLI will distinguish the output of different roles by color, User input, Bot output, Flow script output, Node output. + +> =========================================
+> Welcome to chat flow, .
+> Press Enter to send your message.
+> You can quit with ctrl+Z.
+> =========================================
+> User: What types of container software there are
+> Bot: There are several types of container software available, including:
+> 1. Docker: This is one of the most popular containerization software that allows developers to package their applications into containers and deploy them across different environments.
+> 2. Kubernetes: This is an open-source container orchestration platform that automates the deployment, scaling, and management of containerized applications.
+> +> User: What's the different between them
+> Bot: The main difference between the various container software systems is their functionality and purpose. Here are some key differences between them:
+> 1. Docker is more focused on container packaging and deployment, while Kubernetes is more focused on container orchestration and management.
+> 2. Kubernetes: Kubernetes is a container orchestration tool that helps manage and deploy containers at scale. It automates the deployment, scaling, and management of containerized applications across multiple hosts.
+ +If customer adds "--verbose" in the pf command, the output of each step will be displayed. + +> =========================================
+> Welcome to chat flow, Template Chat Flow.
+> Press Enter to send your message.
+> You can quit with ctrl+Z.
+> =========================================
+> User: What types of container software there are
+> chat: There are several types of container software available, including:
+> 1. Docker: A popular container platform that is widely used in the industry.
+> 2. Kubernetes: A container orchestration tool that helps manage and deploy containers at scale.
+> +> Bot: There are several types of container software available, including:
+> 1. Docker: A popular container platform that is widely used in the industry.
+> 2. Kubernetes: A container orchestration tool that helps manage and deploy containers at scale.
+> +> User: What's the different between them
+> chat: The main differences between container software are in their architecture, feature sets, and use cases. Here are some brief explanations of the differences between the examples I listed:
+> 1. Docker: Docker is a container platform that is widely used for building, packaging, and deploying containerized applications. It is known for its ease of use, portability, and large ecosystem of tools and services.
+> 2. Kubernetes: Kubernetes is a container orchestration tool that helps manage and deploy containers at scale. It automates the deployment, scaling, and management of containerized applications across multiple hosts.
+> +> Bot: The main differences between container software are in their architecture, feature sets, and use cases. Here are some brief explanations of the differences between the examples I listed:
+> 1. Docker: Docker is a container platform that is widely used for building, packaging, and deploying containerized applications. It is known for its ease of use, portability, and large ecosystem of tools and services.
+> 2. Kubernetes: Kubernetes is a container orchestration tool that helps manage and deploy containers at scale. It automates the deployment, scaling, and management of containerized applications across multiple hosts.
diff --git a/prompt-flow-project/contoso-qna-chat/chat.jinja2 b/prompt-flow-project/contoso-qna-chat/chat.jinja2 new file mode 100644 index 0000000..b8f6d27 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/chat.jinja2 @@ -0,0 +1,12 @@ +system: +You are a helpful assistant. + +{% for item in chat_history %} +user: +{{item.inputs.question}} +assistant: +{{item.outputs.answer}} +{% endfor %} + +user: +{{question}} diff --git a/prompt-flow-project/contoso-qna-chat/chat_with_context.jinja2 b/prompt-flow-project/contoso-qna-chat/chat_with_context.jinja2 new file mode 100644 index 0000000..b42d4e0 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/chat_with_context.jinja2 @@ -0,0 +1,2 @@ +{{prompt_text}} + diff --git a/prompt-flow-project/contoso-qna-chat/chat_with_context_variant_1.jinja2 b/prompt-flow-project/contoso-qna-chat/chat_with_context_variant_1.jinja2 new file mode 100644 index 0000000..b42d4e0 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/chat_with_context_variant_1.jinja2 @@ -0,0 +1,2 @@ +{{prompt_text}} + diff --git a/prompt-flow-project/contoso-qna-chat/connection/acs.yml b/prompt-flow-project/contoso-qna-chat/connection/acs.yml new file mode 100644 index 0000000..98e7e21 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/connection/acs.yml @@ -0,0 +1,6 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/CognitiveSearchConnection.schema.json +name: "ACS" +type: cognitive_search +api_key: "" +api_base: "" +api_version: "2023-07-01-Preview" diff --git a/prompt-flow-project/contoso-qna-chat/connection/azure_openai.yml b/prompt-flow-project/contoso-qna-chat/connection/azure_openai.yml new file mode 100644 index 0000000..92a9362 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/connection/azure_openai.yml @@ -0,0 +1,8 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/AzureOpenAIConnection.schema.json +name: azure_open_ai_connection_2 +type: azure_open_ai +api_key: "" +api_base: "aoai-api-endpoint" +api_type: "azure" +api_version: "2023-03-15-preview" + diff --git a/prompt-flow-project/contoso-qna-chat/data.csv b/prompt-flow-project/contoso-qna-chat/data.csv new file mode 100644 index 0000000..109d8ea --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/data.csv @@ -0,0 +1,2022 @@ +id,question,bcss_answer,source, +10382,Why is the customer charged roaming charges while in the US and not Canada?,"Accidental and fringe roaming occurs where coverage by two cellular companies in different countries overlap. Contoso customers living or traveling near a U.S. border can unknowingly use international roaming partners' networks. +This is common where U.S. borders Canada and Mexico. ",Accidental and Fringe International Border Roaming BCSS.html, +20191,Why is the customer charged roaming charges while in the US and not Mexico?,"Accidental and fringe roaming occurs where coverage by two cellular companies in different countries overlap. Contoso customers living or traveling near a U.S. border can unknowingly use international roaming partners' networks. +This is common where U.S. borders Canada and Mexico. https://attone.my.salesforce.com/lightning/articles/Knowledge/Accidental-and-Fringe-International-Border-Roaming-BCSS",Accidental and Fringe International Border Roaming BCSS.html, +50176,What should be done if a customer has an Contoso Mobile Share rate plan that includes Mexico and their data usage in the included country was billed as international roaming?,"Verify if the customer used their data before the effective date of the rate plan. If the usage was before the effective date, issue a credit or an adjustment for the usage. If the usage was after the effective date, submit a case to report the billing error and include the CTNBAN, Roaming indicator, Date/Time, Serving SID, Serving carrier, and Feature/Pricing item.",Accidental and fringe international border roaming.html, +50181,What process should be followed when verifying a CRU/FirstNet AgencyPaid caller?,Adhere to all VID Business Rules found in Account Verification Process - BCSS.,Account Verification Process - Authenticated Caller - BCSS.html, +10008,I need to verify the customer.,Account Verification Process - Authentication Needed - BCSS,Account Verification Process - Authentication Needed - BCSS.html, +20004,PIN failed,Account Verification Process - Authentication Needed - BCSS,Account Verification Process - Authentication Needed - BCSS.html, +10302,What is the Account Verification Process for eChat representatives?,"Logged In: Customer is logged into an online portal/app, at least one data variable passed (specific to the customer’s account, such as CTN, FAN, Account Name, or BAN), and an Authentication Page Marker displays. +Exception: If the data variables did not pass and the chat reads Authenticated TRUE after a URL string, the customer is considered logged in. +Not Logged In: Data variables did not pass and the customer may not be logged into an online portal/app, or they may be logged in, but we are unable to validate the customer is logged in per the data pass. 1) Review the data pass variables: +Not all variables will pass through. +2) Ask the customer to provide: +CTN: +In Clarify, ensure the correct CTN is selected in the Subscriber List. +Their full name: +Check FaST to determine if the customer is a FAN contact. +FAN contacts must be listed in FaST. +Select the appropriate Customer Name and Role in Clarify. +Account Name: +Confirm the information provided via Clarify or Telegence. +3) All items provided must match the data pass variables provided. +Example: Data pass variable of account name must match the account name provided by the customer.",Account Verification Process - BCSS eChat Representatives.html, +50258,What should I do if the customer requires more than just navigational support?,"Advise them to log into their Contoso portal, such as Premier or the myContoso Business App. If they do not wish to log into the Contoso portal, they will need to call in for support.",Account Verification Process - BCSS eChat Representatives.html, +50256,What should the customer do if they need to update an expiration date on a credit card in AutoPay or re-attach the last credit card number enrolled in AutoPay?,"Validate using the last 4 digits of the credit card. Proceed to update the information with the new expiration date. In Clarify, select Not Verified, then review the last 4 digits of the credit card number to validate access for this change. In the notes field add: Validated using the last 4 of the credit card number to update expiration date.",Account Verification Process - BCSS eChat Representatives.html, +10228,how to verify the incoming customer for a tobr?,"The receiving customer must provide their CTN and their name: + + This shortened VID is only allowed if the caller does not already have an existing account and if there is an authorization SOC/note by the current owner or the EUMC table in the profile authorizes end-users to complete ToBR. + In Clarify, select Other > ToBR VID Exception > type the customer's first and last name in the text box. ",Account Verification Process - ToBR - BCSS.html, +50401,How long does it take for ACT Envelope Credits to appear on a customer's billing statement?,Customers must wait 4 billing cycles for credits to appear.,"ACT Credit, MRC Modifier, National Account Credit, and National Account Discount Troubleshooting - BCSS.html", +10118,Where is my discount? ,"Troubleshooting resources for missing or incorrect discounts. +» ACT Closing Credits +» Equipment Discounts +» MRC Modifier Credits +» National Account Credits +» National Account Discount (FAN Discounts) +» Telegence-Based Discounts","ACT Credit, MRC Modifier, National Account Credit, and National Account Discount Troubleshooting - BCSS.html", +50243,How do I remove a feature from a group level?,"From the BAN folder, select the Actions drop-down > Group level services. From the Group level services panel, if more than one group appears, select the group that contains the modifying numbers. Remove the necessary PPU features that the data package plan would replace from the Additional Services section. To remove, highlight the feature and click Delete. To select more than one feature, hold the shift key on the keyboard while selecting the desired feature(s). Remove or expire features by entering the date in the Expire field and click Save. Click OK to save and close the group level services panel.",Add Standalone and Bolt-on Data Plans Features - Telegence - NBI - BCSS.html, +10358,How to add a bolt-on data plan feature?,"1. From the BAN folder, click the Agreement tab. +• If upgrading from one data plan to another, proceed to step 4. +2. From the Agreement tab, remove all existing PPU features that the data package plan replaces. +• To remove, highlight the feature and click Delete. +• To select more than one feature, hold the Shift key on the keyboard while selecting the desired feature(s). +• Remove/expire features by entering the date in the Expire field and clicking Save. +3. On the Options toolbar, click Save. +4. From the Agreement tab: +a. Click List to open the Services List window. +b. Select the added feature and click OK. +c. Review the Rate Plan details to ensure you are adding the correct plan code. +• Eligibility for international roaming data plans are the same as any international roaming voice feature. +5. To ensure proper compensation, in the Comp field, enter the comp code of the individual who made the sale. +• BMC: Use comp code BMGCA. +• BME: See Commission Codes - BCSS +6. In the Effective field, enter the effective date. +• If changing a link feature and the error message, Group-level Shared SOCs cannot be deleted appears while attempting to remove PPU features, remove the features at the group level before attempting provisioning. +7. On the Options toolbar, click Save.",Add Standalone and Bolt-on Data Plans Features - Telegence - NBI - BCSS.html, +10390,Why are some customers charged with Advanced Payments for business internet service?,Selling Contoso Internet to High and Unknown credit risk customers requires an advance payment of $100 or $200. ,Advance Payments for Contoso Internet for Business - BCSS.html, +20112,What devices are eligible for trade in to get a newer phone?,"Devices w/ min. Trade-In of $35+ + + Trade-in required: + $35+ min. TiV (i8/Pixel 4 & Above) + +Apple iPhone: Apple iPhone: 8, 8+, iPhone SE (2nd Gen), X, XR, XS, XS Max, 11, 12 mini, iPhone SE (3rd gen), 11 Pro, 11 Pro Max, 12, 12 Pro, 12 Pro Max, 13, 13 mini, 13 Pro, 13 Pro Max, 14, 14 Plus, 14 Pro, 14 Pro Max +Samsung Galaxy: A23, A23 5G, A32, A32 5G, A42 5G, A51 5G, A52, A52s, A52 5G, A53, A70, A71, A71 5G, A72, M52 5G +Google: Pixel 4, 4 XL, 4a, 5, 5a, 6a, 6, 6 Pro, 7, 7Pro +LG: Stylo6, V50 ThinQ™, V60 ThinQ™, WING™ 5G +OTHER: One Plus 7, OnePlus 7 Pro, OnePlus 7 Pro 5G, OnePlus 7T, OnePlus 7T Pro 5G, OnePlus 8 5G, OnePlus 8 Pro, OnePlus 8T, OnePlus 8T+, One Plus 8, OnePlus 9 5G, OnePlus 9 Pro 5G, OnePlus 10 Pro, Moto G Stylus, Moto G Stylus 5G, Moto Edge, Moto Edge+, Asus Rog Phone 3, ZTE Red Magic 3, Microsoft Surface Duo, OnePlus 9 5G, OnePlus 9 Pro 5G, OnePlus 10 Pro, Moto razr 5G, Redmi Note 10 Pro, Moto edge+ 5G UW",Android Smartphone Trade-In Offer - BCSS.html, +50277,What happens if a customer opts in for a trade-in promotion?,"The customer will receive an email regarding the promotion once the eligible device ships, including a link to print their own prepaid self-service shipping label.",Android Smartphone Trade-In Offer - BCSS.html, +10224,what is the best deal on an adroid phone?,"Samsung + + S23 128GB Retail Price $800 + S23 256GB Retail Price $860 + S23+ 256GB Retail Price $1,000 + S23+ 512GB Retail Price $1,000 + S23 Ultra 5G 256GB Price $1,200 + S23 Ultra 5G 512GB Price $1,380 + Z Flip5 256GB Full Retail Price $1,000 + Z Flip5 512GB Full Retail Price $1,120 + Z Fold5 256GB Full Retail Price $1,800 + Z Fold5 512GB Full Retail Price $1,920 + +Google + + Pixel 7 128GB Retail Price $740 + Pixel 7 256GB Retail Price $840 + Pixel Fold 256GBGB Retail Price $1880 + Pixel Fold 512GB Retail Price $1980 Up to $1,000 Off + +Pixel Fold +Contoso Installment Plan (36 mos.) $27.78 +EIP24 $41.67 +EIP30 $33.34 +EIP36 $27.78 + + + +Up to $800 Off +Contoso Installment Plan (36 mos.) $22.23 +EIP24 $33.34 +EIP30 $26.67 +EIP36 $22.23 + + + +Up to $740 Off + +Pixel 7 +Contoso Installment Plan (36 mos.) $20.56 +EIP24 $30.84 +EIP30 $24.67 +EIP36 $20.56 ",Android Smartphone Trade-In Offer - BCSS.html, +10348,How do CRUs enroll in the Apple ABM?,"Eligible customers must first enroll with Apple at https://business.apple.com/#enrollment. If customers have already enrolled with Apple and are inquiring about the Contoso reseller ID, refer to the on-boarding procedures above. ",Apple Device Enrollment Program (DEP).html, +50078,How do I enroll in ABM through Apple?,Give the customer the Apple DEP portal link: https://business.apple.com/#enrollment and tell them to add Contoso as a reseller when they enroll. Reseller ID: 722D390.,Apple Device Enrollment Program (DEP).html, +50077,What is Apple Business Manager (ABM)?,"Apple Business Manager (ABM) (formerly Apple ""DEP"") provides a fast, streamlined way for CRU customers to easily deploy and manage new iOS devices purchased from Contoso.",Apple Device Enrollment Program (DEP).html, +40115,How can business customers add/remove the Contoso Business International Calling package?,"Online at att.com/myContoso or www.att.com/premier, call Customer Service at 800.331.0500, contact their account representative, or visit any Contoso Retail location.",Contoso Business International Calling - BCSS.html, +40116,How can customers calculate how many minutes they have used on the Business International Calling package?,"They can see ILD usage online via their account management portal. Representatives can look in Telegence and view the unbilled ILD usage for the month. If a customer has crossed the bill cycle, refer to the last bill image.",Contoso Business International Calling - BCSS.html, +40118,How does Contoso Business International Calling work with a domestic voice plan where minutes are capped?,"Some domestic voice plans have capped minutes that don't include ILD charges. For example, if a customer is on a voice plan with 500 minutes and they exceed those 500 minutes in a month, they incur overage charges under their plan for the excess airtime minutes regardless of where they call.",Contoso Business International Calling - BCSS.html, +10080,What are the details for Business International Calling?,"• MRC - $15/mo. per line +• SOC - ILDBWCADV +• Unlimited calling* from the U.S. to over 80 countries (rated at $0/minute). +• Discounted calling from the U.S. to over 140 additional countries. +• For details on available countries and rates, visit http://att.com/internationalcalling. (at the ""See eligible countries and rates"" link) +• Incompatible with: +o + ICR – Call restriction SOC + ICR1– Call restriction SOC + ICR2– Call restriction SOC  ILDWCADV – Contoso International Calling + ILNYDR – Contoso Dominican Republic + ZZNOILD – ILD restriction SOC + ZZNOILD2 – ILD restriction SOC (formerly ZZNOILD) +*Unlimited calling requires a domestic plan that includes unlimited domestic calling. If the customer has a domestic calling plan with capped minutes, all international long distance calls with Business International Calling count against the domestic plan’s monthly allowance and may result in overage charges. +For more information on Contoso Business International Calling, click here. +",Contoso Business International Calling - BCSS.html, +40117,What happens if a customer wants to add/remove the Business International Calling package from their account before their monthly bill cycle ends?,Adding or removing the service mid-bill cycle results in a proration of the monthly fee. All calls made before the feature is added or after it's removed are at higher PPU rates.,Contoso Business International Calling - BCSS.html, +40105,Can customers participate in the national trade-in promotions with Contoso Business Trade-In?,"Effective April 18, 2019, customers will be able to participate in national trade-in promotions within the buy flow in Premier only. For example, customers who purchase a specific device model with Premier and trade-in an eligible device will receive the promotion. This functionality to link the new device purchase with the trade-in to qualify the customer will only be available in Premier.",Contoso Business Trade-In Program - BCSS.html, +40103,Can TCMs configure their own quotes?,"Yes, they can also access the Contoso Business Trade-In Program through links on the Device Order Confirmation Page and in both Premier Online Store (POS) and Premier Online Care (POC). The links appear in POC, under the Account Management tab and under Quick Links. ",Contoso Business Trade-In Program - BCSS.html, +40104,Can TCMs trade in devices from other carriers?,"Yes, they can. Contoso Business Trade-In can process devices and provide credit for devices from any carrier.",Contoso Business Trade-In Program - BCSS.html, +40106,Can the trade-in requests be tracked?,"Yes, customers can track the progress of their trade-in. Refer them to the email they received related to their trade-in request. If they have additional questions, they can contact Contoso Business Trade-In Support at 866.993.5800 (Monday-Friday, 9 a.m. - 5 p.m. CT) or email at support@attbusinesstradein.com.",Contoso Business Trade-In Program - BCSS.html, +40107,Does Contoso accept devices shipped from International locations?,"Yes, Contoso accepts devices from the continental U.S., Hawaii, Alaska, Puerto Rico, and the U.S. Virgin Islands. Contoso doesn't accept those shipped from international locations (at this time). If a customer can aggregate all the devices back to the U.S. first, Contoso can accept the trade-ins shipped domestically.",Contoso Business Trade-In Program - BCSS.html, +10140,How can I trade in our old devices? ,"The Contoso Business Trade-In program enables CRU Business customers in all segments to earn credits on their Contoso wireless BAN for mobile devices returned to Contoso. + - When customers are upgrading lines, porting in lines, or have devices they're no longer using, use the tool to configure a quote for device trade-ins to help them offset the costs of any new Contoso equipment or service purchases. + - No purchase is necessary to take advantage of the tool. + - Win more business faster by offering trade-ins to your customers: The value from the devices can be used to invest in new solutions, including devices, Mobile Protection Pack for Business, AMAs, security, and so on.",Contoso Business Trade-In Program - BCSS.html, +50212,How do I enter the number of devices I want to trade-in?,"In the Quantity field, enter the number of devices and click Add Device. The quantity of 1 is the default.",Contoso Business Trade-In Program - BCSS.html, +40113,How many billing cycles do the credits take to apply?,"Once the devices are received, the credits are usually applied within 2 billing cycles. If they ship the devices from multiple locations and at various times, Contoso doesn't wait until receiving all the devices to apply the credits; they're applied as the devices complete the process.",Contoso Business Trade-In Program - BCSS.html, +40109,"If Contoso doesn't accept a specific device once it is received, do they ship it back at no cost?","Once received, Contoso doesn't ship devices back to the customer; we communicate that policy in the T&Cs. If a device is shipped that isn't currently in our catalog, Contoso destroys and recycles it, and the value is $0.",Contoso Business Trade-In Program - BCSS.html, +40112,Must customers include a packing slip when they ship?,"No, there's no need for customers to include a packing slip and Contoso doesn't provide one in the packaging. Contoso's processing/receipt system at the warehouse scans the tracking number on the return label and then ties that back to the location/address on that specific quote that the devices came in from. This is one of the reasons why it is critical they only use the Contoso Business Trade-In prepaid shipping labels provided to them.",Contoso Business Trade-In Program - BCSS.html, +40110,What happens if a customer sends the device back beyond the 30 days after they accept the T&Cs?,"When you send the quote to the customer, they have 75 days to accept it. Once accepted, they must return it within 30 days to be eligible for the maximum trade-in value on their quote. Contoso still processes each device received, but it would be potentially repriced to the current devices' fair market value if received after 30 days from when they accepted the T&Cs. They see the adjustment message received more than 30 days after trade-in date in the reporting that is available to them at the device level. Contoso doesn't send proactive alerts, and it wouldn't be in the bill credit detail.",Contoso Business Trade-In Program - BCSS.html, +40111,What if a customer returns a device that wasn't in the quote? Does Contoso still accept the device and give them the current value for it?,"Yes, all devices received are processed towards the customer's quote, regardless of what is sent or when it was receved. The device is evaluated based upon current trade-in fair market values and accounted for in their device level reporting. ",Contoso Business Trade-In Program - BCSS.html, +40114,What kind of reporting is provided to the customer regarding the status of the devices returned?,"Customers receive emails with instructions for returning the devices, and can check the device's status by shipping location every step of the way under Trade-In Reports. Device Status - Screenshot Customers can access the final post-inspection value amount by device model and IMEI, which includes the adjustment reason if the amount is lower than the quote amount.",Contoso Business Trade-In Program - BCSS.html, +40102,Who can use the Contoso Business Trade-In program?,"Currently, all CRU business segment telecom managers (TCMs) can trade in devices.",Contoso Business Trade-In Program - BCSS.html, +40108,"Will Contoso pay anything for devices that have some damage (cracked screens, water damage)?","The Contoso Business Trade-In program accepts the devices no matter what condition they're in, and the inspection determines its value (can it be fixed and reused). Whatever the outcome, the post-inspection value reflects that, and its disposition is provided to the customer within the quote details found under Trade-In Reports on their portal.",Contoso Business Trade-In Program - BCSS.html, +40100,Are taxes applied to Cell Booster/Pro devices? ,"Yes, applicable taxes are applied.",Contoso Cell Booster & Cell Booster Pro - BCSS.html, +40096,Can Cell Booster/Pro be purchased on an installment plan? ,"No, Installment billing is not available.",Contoso Cell Booster & Cell Booster Pro - BCSS.html, +10102,How can I help a customer with poor coverage in their home? ,"The Contoso Cell Booster and Cell Booster Pro serve as a small 4G LTE cell tower in the home or office that uses the customer's broadband Internet connection to carry the call or data traffic to the Contoso network when customers experience difficulty with in-home coverage. + +Important Provisioning Note: + +Contoso Cell Booster & Cell Booster Pro are provisioned as an accessory. Go to the Accessory Tab in OPUS and search via the SKU's (Cell Booster - 6968C / Cell Booster Pro - 6276D).",Contoso Cell Booster & Cell Booster Pro - BCSS.html, +40099,How is the Cell Booster/Pro shipped? Is it overnight? Is there a charge for shipping? ,"This is BAU. Upon product selection, the customer can choose how they want to ship the product. If an escalated shipping method is chosen, additional charges may apply.",Contoso Cell Booster & Cell Booster Pro - BCSS.html, +40101,"If customer only purchases a Cell Booster/Pro accessory, is there a shipping charge? ","This should be BAU for accessory. Upon product selection, the customer can choose how they want to ship the product. If an escalated shipping method is chosen, additional charges may apply.  ",Contoso Cell Booster & Cell Booster Pro - BCSS.html, +40098,"Is Cell Booster/Pro discountable? (Promo discounts, FAN discounts, and so on)?",Cell Booster/Pro are not eligible for Promo or FAN discounts.,Contoso Cell Booster & Cell Booster Pro - BCSS.html, +40097,What are the methods a customer can be billed for Cell Booster/Pro? ,Billing Methods: Currently only Bill to Mobile & Credit Card bill are available (unless something is called out specifically in the customer's contract),Contoso Cell Booster & Cell Booster Pro - BCSS.html, +50105,What does the Contoso Cell Booster App allow customers to do?,"The Contoso Cell Booster App allows customers to register and activate a new Contoso Cell Booster, manage registered devices, add/delete location address, disconnect device, manage notification settings, add/delete secondary admin user, and troubleshoot Contoso Cell Booster App issues.",Contoso Cell Booster & Cell Booster Pro - BCSS.html, +50104,What equipment is compatible with the Contoso Cell Booster?,"Compatible equipment includes 5G Sub-6GHz, 5G+ (mmWave), 4G LTE, or LTE-capable phones, Connected Wearables, Tablets and Laptops, and Wireless Home Phone.",Contoso Cell Booster & Cell Booster Pro - BCSS.html, +40084,Are the Contoso Cell Booster compatible with devices like the Apple iPad?,"Yes, connected tablets, wearables and laptops are compatible with the Contoso Cell Booster. ",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40079,Can a customer register and activate more than one Contoso Cell Booster device?,"YES, customers can have up to 3 Contoso Cell Boosters at a given location address.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40094,"Can a customer use the same voice, SMS, MMS, and data services while on the Cell Booster that they can use while on the Contoso network?","Yes. Customers who are using a Cell Booster can use their phone for voice, SMS, MMS messaging, and data. While customers can use the Cell Booster for their data connection, Wi-Fi is recommended if available. Location based services may not function properly while using a Cell Booster.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40087,Can a customer use Wi-Fi Calling if they also have a Cell Booster?,"Yes, and Wi-Fi calling will take priority over wireless traffic of the Contoso Cell Booster if enabled.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40077,Can the customer manage their Contoso Cell Booster online or thru an app?,"Yes to both! We strongly encourage customers to scan the QR code on the box or the device (same QR Code) to download the app, or they can go to att.com/cellbooster.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40089,Can the customer restrict access to their Contoso Cell Booster device? Is it secure?,"Yes. Only Contoso phones can connect and the customer can restrict/remove devices. Customers need to use an Contoso 4G, LTE, 5G Sub-6GHz, or 5G+ (mmWave) device.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40095,Does an Contoso Cell Booster work the same as a signal booster?,No. The Contoso Cell Booster works like a small cell tower in the home and does not operate like a signal booster. Cell Booster: The Contoso Cell Booster works like a small cell tower and generates its own signal. Signal Booster: A signal booster works by amplifying existing signal from an Contoso cell tower.,Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40093,Does the Contoso Cell Booster potentially cause issues for other Contoso wireless customers?,"Any device that broadcasts radio frequency has the potential for interference. This is true even of our wireless macro network. We cannot guarantee zero interference, but the Contoso Cell Booster is designed to limit interference to the minimal possible levels. As new devices enter the market, we constantly take feedback to our internal and partners' technical teams about how devices perform while connected to the Contoso Cell Booster.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40083,Does the customer have to be in an area that already offers 4G LTE service?,"No. The customer would need to be in an area where Contoso offers wireless service and where Contoso Cell Booster coverage is available. The area, however, must have Contoso spectrum. ",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40085,Does the customer need to have a valid email address to register an Contoso Cell Booster ?,"No, but the Cell Booster(s) must have an E911 registered physical location address. Post office box and rural route addresses are not valid.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +50315,How can customers add another location or move their device to another location?,"Customers can add another location or move their device to another location by selecting the location where they want to move their Cell Booster and clicking on the + sign to add the new location. They will then need to fill out the address fields and a location nickname. To move a device to another location, the customer needs to disconnect the device at their current location.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +50316,How can the customer disconnect their device?,"The customer can go to the Home page and select the red Disconnect button. They will then see a message asking them to confirm that they want to disconnect the device. If they click Yes, the Cell Booster Disconnected screen will appear. They can also click Cancel if they decide not to disconnect the device.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40080,How do I know if Cell Booster service is available in the customer's area?,Check Contoso Cell Booster availability at TBD and select Check Service Area to determine service eligibility.,Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40090,How does the Contoso Cell Booster meet E911 requirements?,"The Contoso Cell Booster go through a registration and activation process verifying its location via GPS and discovery of nearby cell towers. In addition to normal wireless 911 information, the registered location address is passed to the local emergency authorities in the event of a 911 call.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40086,How many phones can use Cell Booster at the same time?,Up to 8 people can use the Cell Booster at the same time.,Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40091,"If the customer starts a call away from the Contoso Cell Booster device and then comes within range, does the call move to the Contoso Cell Booster device? How about billing?","Yes, Call initiated on a cell tower do transfer to the Contoso Cell Booster device. Standard wireless voice plan billing applies.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40092,"If the customer starts a call on the Contoso Cell Booster device and leaves their home, does the call continue uninterrupted? How about billing?",Yes. Calls seamlessly transfer from the Contoso Cell Booster device to the strongest Contoso cell tower signal if the signal is strong enough to carry the call. Billing continues based on the initial connection placed on the Contoso Cell Booster device.,Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40078,Should I make changes to the customers profile online?,Do not make changes to the Contoso Cell Booster profile on the customer's behalf unless absolutely necessary. Encourage the customer to make any changes themselves.,Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40088,What is the range of the Contoso Cell Booster device?,"The signal range of the Contoso Cell Booster is approximately 30 feet from the base station (in all directions) or about 3,000 square feet.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40082,What kind of phone does the customer need to work with the Contoso Cell Booster device?,"An Contoso 4G, LTE, 5G Sub-6GHz or 5G+ (mmWave) phone or Wireless Home Phone (WHP) is required to work with the Contoso Cell Booster devices. A phone from another provider that has been unlocked will work with the Contoso Cell Booster once it has an Contoso-branded SIM card.",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +40081,What type of Internet service and Internet speed is required for the Cell Booster?,"Contoso Cell Booster is compatible with DSL, Contoso Internet, and cable broadband service (satellite and wireless broadband are not compatible). However, downstream speeds of 1.5Mbps and upstream speeds of 256Kbps are required for Cell Booster. ",Contoso Cell Booster & Cell Booster Pro Activation and Manage Settings - BCSS.html, +50346,How can a customer return a Cell Booster or Cell Booster Pro device?,"To return the device, the customer should deactivate their Cell Booster or Cell Booster Pro device in the customer Web portal accessible at att.com/cellbooster, then return the device in the original packaging with all original contents using the return label included in the original shipment. If the customer cannot locate the return label, they should see Equipment Returns - BCSS. Restocking fees apply.",Contoso Cell Booster and Cell Booster Pro Call Handling Matrix - Enhanced Care and BMTS.html, +10384,What is a cell booster?,The Contoso Cell Booster and Cell Booster Pro serve as a small 4G LTE cell tower in the home or office that uses the customer's broadband Internet connection to carry the call or data traffic to the Contoso network when customers experience difficulty with in-home coverage. ,Contoso Cell Booster and Cell Booster Pro Call Handling Matrix - Enhanced Care and BMTS.html, +50345,What time should an installation appointment not be scheduled for?,An installation appointment should not be scheduled for a date that falls on a calendar/company holiday.,Contoso Cell Booster and Cell Booster Pro Call Handling Matrix - Enhanced Care and BMTS.html, +40075,Do I have to wait for the Offer Element to appear in FaST before activating new line,"No, as soon as the approval email is received, new activations can be processed in OPUS.",Contoso Closing Tool (ACT) - BMC.html, +10330,How long does it take for the customer to see the ACT on their bill?,"Provide the total credit per line. +It can take up to 4 billing cycles for ACT Envelope Credits to appear on the bill. +ACT Envelope Credits display as Wireless Activation Credit on the bill. +A separate credit displays for each new activation / CTN in the Payments & Adjustments section.",Contoso Closing Tool (ACT) - BMC.html, +40076,s the Offer Element removed from the FaST profile when it expires?,Offer Element stays in the FaST profile but shows as expired.,Contoso Closing Tool (ACT) - BMC.html, +40074,What happens when the request is denied?,Submitter receives an email detailing why it was denied and the next steps.,Contoso Closing Tool (ACT) - BMC.html, +50067,What are the primary features of the Connected Car Wi-Fi Hotspot?,"The primary features of the Connected Car Wi-Fi Hotspot are 4G LTE wireless connectivity on the strongest LTE network with fast data speeds, built-in vehicle connectivity with a powerful vehicle antenna, Wi-Fi hotspot for convenient, affordable wireless connectivity, the option to connect up to 7 devices, and the ability to maintain a connection up to 50 feet from the vehicle.",Contoso Connected Car Wi-Fi Hotspot for Business Call Handling - BCSS.html, +10374,Who supports the Contoso Connected Car Wi-Fi Hotspot for business customers?,"BM IoT provides Tier 1 provisioning, billing, and connectivity support. Their contact number is 866.563.4703 or customers can call the main 800.331.0500. If the customer enters the phone number associated to the vehicle into the IVR, it routes correctly. +If you are not an BM IoT representative refer to the BM IoT Call Handling and Tracking - Non-ASCS policy in Related Links to determine transfer procedures. Access to articles in Related Links is restricted based on your CCKM profile. +Note: It is mandatory to transfer calls to BM IoT during normal business hours. Refer to the Directory for details. ",Contoso Connected Car Wi-Fi Hotspot for Business Call Handling - BCSS.html, +40065,"Can a customer have a Business Passport package or International Day Pass (IDP) for Business on their line of service, along with the cruise OTC package?","Yes. Cruise OTC packages are compatible with all other calling, messaging, and data international roaming packages, including IDP and Passport packages. Note that Cruise packages only include usage ON the cruise ship; they do NOT include usage while in port or on land. ",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40070,Do customers with Contoso Cruise Ship packages receive landing messages?,"Yes, customers with an Contoso Cruise package will receive a landing message when they register on a participating cruise ship. Business customers without an Contoso Cruise package will not receive a message asking if they would like to buy an Contoso Cruise package when they register on a participating cruise ship. If a customer is on a non-qualifying cruise ship, customers will receive a pay-per-use message. ",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40066,Does a customer traveling on a River cruise qualify for a Cruise package?,"No. Most river cruises typically travel within a country and do not travel far from land. Customers on river cruises are connected to the wireless carrier in the country they are in. These customers should be offered International Day Pass for Business or Business Passport, based on the countries they are visiting. ",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40067,"How does billing occur if a customer has International Day Pass (IDP) or an International Roaming Passport package with talk, text, and data plus a Cruise package? To which package is the usage applied?","On-shore usage is rated by the current IDP or Passport package: For example, if a customer has IDP and a Cruise OTC package, usage onshore would be rated by IDP, and subject to charge of the daily fee. ",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40072,"If a customer is cruising to Canada (Alaska cruises may stop in Canada) or Mexico on a qualifying ship, and needs more calling minutes, would it be beneficial for them to add International Day Pass (IDP) or the Canada/Mexico Travel Minutes package in addition to their Contoso Cruise Ship calling package?","It depends. Always check your customer's domestic plan benefit prior to adding an additional package for onshore usage. Qualified domestic plans now include talk, text, and data while traveling in Mexico and/or Canada. For customers with a qualifying domestic rate plan, onshore usage in Canada and/or Mexico applies against their rate plan.",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40071,"If a customer is cruising to the Mediterranean, S. America, Europe, or Asia on a qualifying ship, would it be beneficial for them to add International Day Pass (IDP) or Contoso Passport in addition to their Contoso Cruise Ship package?",Yes. The coverage area of the Contoso Cruise Ship packages does not include on-shore coverage. Any on-shore usage bills at PPU rates unless the customer also has International Day Pass for Business and Contoso Passport Packages (CRU Only) - BCSS,Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40073,Was there a Modification to Unlimited Domestic and International Plans on cruise ships?,"Effective May 5, 2017, SIG and Consumers with grandfathered unlimited domestic and international data plans are billed the standard cruise ship data rate for all data usage on cruise ships. Discounts on cruise ship data are only available when an Contoso Cruise package is purchased.",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40068,What if a customer calls in to add the cruise ship package after they have been on a qualifying ship for a few days and incurred usage?,"Review the pending usage details, offer the most beneficial package, and backdate the effective date to address any unbilled charges. In instances where you cannot backdate the cruise ship package to cover the full duration of the trip, refer to OPUS CDE Credits and Adjustments Policy and Submission Process - BMC and Clarify Credits and Adjustments Policy and Submission Process - BCSS for adjustment/re-rate process.",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40069,What if a customer is mistakenly provisioned with a cruise ship package and travels aboard a non-qualifying ship?,"We have established an offline process to identify and pro-actively contact these customers to advise them of the error. Typically, an BMTS representative: Contacts the customer identified, Performs a one-time re-rate of the customer's usage, Educates the customer",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +50089,What is the difference between a Cruise OTC package and the current IDP or Business Passport packages?,"IDP and Passport packages do not include cruise ship coverage. For a list of covered Passport/IDP countries, visit att.com/globalcountries.",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40064,What is the difference between a Cruise OTC package and the current IDP pr Business Passport packages?,"IDP and Passport packages do not include cruise ship coverage. For a list of covered Passport/IDP countries, visit att.com/globalcountries.",Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +10056,Which cruise ships are eligible for the Contoso Cruise Plans?,Packages are available on over 175 cruise ships.,Contoso Cruise One-Time Charge (OTC) Packages - BCSS.html, +40063,Are there other calling packages that provide discounts on ILD calling from the U.S.?,No. Contoso International Calling is the only ILD package available to new customers.,Contoso International Calling - BCSS.html, +40060,Can be added to Wireless Home Phone (WHP)?,"Yes. If a customer has a WHP standalone plan, Mobile Share, or Mobile Share Value plan, or Contoso Unlimited plans they may add Contoso International Calling.",Contoso International Calling - BCSS.html, +40058,How can a customer calculate how many minutes they have used on the package?,Customers can see international call usage online at myATT.com.,Contoso International Calling - BCSS.html, +50065,How can customers sign up for one of the Contoso International Calling packages?,"Customers can sign up online via myContoso, calling Customer Service at 800.331.0500, or visiting any Contoso Retail location.",Contoso International Calling - BCSS.html, +40057,How can customers sign up for one of these Contoso International Calling?,"Customers can sign up online via myContoso, calling Customer Service at 800.331.0500, or visiting any Contoso Retail location.",Contoso International Calling - BCSS.html, +40062,"How does Contoso International Calling work with a rate plan, such as the FamilyTalk 500 minute plan, where minutes are capped?","If a customer is on a FamilyTalk plan with 500 minutes and they exceed those 500 minutes in a month, they're charged for additional airtime minutes regardless of where they call. However, if they call to one of the 85+ countries covered in the plan, they don't pay any international calling charges in addition to the airtime, as those calls rated $0/minute in Contoso International Calling.",Contoso International Calling - BCSS.html, +40059,What happens if a customer wants to remove the Contoso International Calling feature from their account before their monthly bill cycle ends?,"If they add or remove the service mid-bill cycle, it results in a proration of the monthly fee. All calls made after the date of removal are at higher PPU rates.",Contoso International Calling - BCSS.html, +20105,what is not compatible with international calling?,"World Connect (ILWC) +Contoso Latin America Talk and Text (ILDLATT) +Contoso Latin America Calling (ILDLATWHP) +Contoso Dominican Republic (ILNYDR) +Contoso Caribbean Calling (ILCC) +Contoso World Connect for Agent Sales (ILWA) +Contoso World Connect Value East Asia and India (ILWCA)",Contoso International Calling - BCSS.html, +10210,Where can a customer find more information about restrictions with Contoso International Calling?,"Rates, details, and limitations for the Contoso International Calling are available at att.com/intlcalling. ",Contoso International Calling - BCSS.html, +40061,Where can a customer find more information about restrictions with Contoso International Calling?,"Rates, details, and limitations for the Contoso International Calling are available at att.com/intlcalling.",Contoso International Calling - BCSS.html, +40052,Does Contoso report to credit bureaus?,"Yes, Contoso reports to 3 credit bureaus.",Contoso Internet for Business Credit Policy - BCSS.html, +40054,Does Contoso reporting include all affiliate bills?,"Yes, Contoso reports on all accounts.",Contoso Internet for Business Credit Policy - BCSS.html, +40055,"If a customer has multiple services and multiple billing accounts with Contoso, how are they reported?",Contoso reports on individual accounts. The credit bureau may combine them.,Contoso Internet for Business Credit Policy - BCSS.html, +40056,"If a customer questions an entry on their credit report, how is this handled?",The customer must issue a dispute with the credit bureau.,Contoso Internet for Business Credit Policy - BCSS.html, +10306,What are Contoso credit restrictions?,"All credit information and results of credit verification are confidential. +Details of a credit verification are not to be disclosed to the customer or other company employees. +Security is required only on those customers who are high risk to the profitability of the corporation. +Security must be obtained prior to installation of service. Orders are held until security is obtained. ",Contoso Internet for Business Credit Policy - BCSS.html, +50098,What is the policy regarding credit verification for SBS customers?,Credit verification for SBS customers who have inquired about or purchased non-complex services is performed in CASWEB.,Contoso Internet for Business Credit Policy - BCSS.html, +40053,What types of accounts does Contoso report on?,"All live, final, and written off balances.",Contoso Internet for Business Credit Policy - BCSS.html, +10370,Can we still offer the Contoso MetroCell?,"Effective April 1, 2022: Customers will no longer be able to order MetroCell devices, but you should continue to provide service and support for MetroCell. 07.31.23: Customers no longer have the ability to complete registrations, activations, cancels, deactivations, and moves. ",Contoso MetroCell - BCSS.html, +50084,How do I note the wireless account appropriately?,Mobility users will send Post Call Notification (PCN) starting 10/10/18 when noting accounts. View sending PCN details.,Contoso Mobile Share Plus for Business Plans - BCSS.html, +50081,What are Data Packs?,"Data Packs are additional high-speed data allotments that can be purchased for MSA, MSF, and MSP for Business plans.",Contoso Mobile Share Plus for Business Plans - BCSS.html, +50082,What is the maximum data usage for the Contoso Wireless Internet (AWI) - BCSS plan?,The Contoso Wireless Internet (AWI) - BCSS plan offers up to 10GB of data for $50mo.,Contoso Mobile Share Plus for Business Plans - BCSS.html, +10346,Can customers backdate or set a future start date for Passport packages in Premier?,"Yes. In Premier Online Care, the international features can be backdated to the beginning of the customer's billing cycle, future-dated up to a year in the future or made effective on the day of purchase.",Contoso Passport and Contoso Passport Pro in Premier.html, +50283,How do I gain consent from the customer?,"Read the statement to the customer and if they agree, leave a note on the account confirming consent and the telephone number/email.",Contoso Payment & OPUS Credit Check Link - BCSS.html, +10100,How do I help a customer set up Autopay? ,"Contoso Payment & OPUS Credit Check link enables agents to securely handle customer's information in real time over the phone. +How does it work? +Contoso Payment Link + +If the OPUS order flow is enabled for Contoso Payment Link then: + +1. Send the Contoso Payment link to the customer. +2. When the customer opens the link, they are taken to a secure payment site to submit their payment card info. +3. When they are finished, the payment info is sent back to OPUS fully masked. +4. You can then complete the payment using their information while protecting the customer's SPI.",Contoso Payment & OPUS Credit Check Link - BCSS.html, +30050,How do I Port a line for a Sole Prop Customer?,"Contoso Payment & OPUS Credit Check link enables agents to securely handle customer's information in real time over the phone. +How does it work? +OPUS Credit Check Link +If the OPUS order flow is enabled for OPUS Link then: + +1. Send the OPUS Credit Check Link to the customer once you’ve gained consent from the customer to perform a credit check +2. When the customer opens the link, they are taken to a secure site to submit their personal data (such as , SSN, DOB, and so on). +3. When they are finished, the info is sent back to OPUS fully masked +4. You can then complete the credit check using their information while protecting the customer's SPI.",Contoso Payment & OPUS Credit Check Link - BCSS.html, +20050,How does a customer pay off their installment plan? ,"Contoso Payment & OPUS Credit Check link enables agents to securely handle customer's information in real time over the phone. +How does it work? +Contoso Payment Link + +If the OPUS order flow is enabled for Contoso Payment Link then: + +1. Send the Contoso Payment link to the customer. +2. When the customer opens the link, they are taken to a secure payment site to submit their payment card info. +3. When they are finished, the payment info is sent back to OPUS fully masked. +4. You can then complete the payment using their information while protecting the customer's SPI.",Contoso Payment & OPUS Credit Check Link - BCSS.html, +50281,How does Contoso Payment & OPUS Credit Check Link work?,"Contoso Payment Link enables agents to securely handle customer's payment information in real time over the phone. When the customer opens the link, they are taken to a secure payment site to submit their payment card info. OPUS Credit Check Link enables agents to securely handle customer's personal data (such as, SSN, DOB, and so on). When the customer opens the link, they are taken to a secure site to submit their personal data.",Contoso Payment & OPUS Credit Check Link - BCSS.html, +50284,How will the state field be populated in OPUS?,The state will default to Texas once their information shows in OPUS. This is expected behavior.,Contoso Payment & OPUS Credit Check Link - BCSS.html, +40050,Is Contoso Payment Link available for Spanish-speaking customers?,Yes. Customers can switch from English to Spanish by tapping on the ES tab in the top right corner of the Contoso Payment Link on their mobile device.,Contoso Payment & OPUS Credit Check Link - BCSS.html, +40051,"What if the customer doesn't have a valid, U.S. issued driver's license?","If a customer does not have a valid, U.S. issued driver's license, a state-issued ID is acceptable. If a customer does not have a valid, U.S. issued driver's license or state-issued ID, they can leave the following fields blank"" State, Number, Expiration Date Month, and Expiration Date Year.",Contoso Payment & OPUS Credit Check Link - BCSS.html, +50282,What steps must be completed within OPUS to access the Credit Check screen?,"After verifying the customer in Clarify, all steps within OPUS must be completed to access the Credit Check screen.",Contoso Payment & OPUS Credit Check Link - BCSS.html, +40049,Will there be a charge for the text message?,If the customer is not an Contoso customer then messaging rates may apply.,Contoso Payment & OPUS Credit Check Link - BCSS.html, +10152,Can I add equipment insurance? ,"When customers can add Protect Advantage: + - During the device purchase within the activation or upgrade flow + - Within 30 days following a qualified activation or upgrade + - During Open Enrollment Periods",Contoso Protect Advantage - BCSS.html, +40047,Do claims start over if customer moves from legacy PA to new PA plan?,"No. Claims carry from old program to new program. For example, if customer is on PA1 $15 with 2 claims filed and then moves to PA1 $17 or $14, the rolling 12-months wouldn’t restart. They would have still used 2 claims but will get additional claim limits under the new program.",Contoso Protect Advantage - BCSS.html, +40048,How do I enroll my other devices?,The primary device is covered when you enroll in Contoso Protect Advantage for 4. Additional devices can be added anytime by calling Asurion Customer Care at 888.562.8662. There is a 30-day waiting period (from the day Contoso Protect Advantage for 4 was added to the anchor line) until you can place a claim for any non-connected device.,Contoso Protect Advantage - BCSS.html, +50155,How many devices does Contoso Protect Advantage for 4 cover?,"Contoso Protect Advantage for 4 covers 4 devices, including smartphones, tablets, watches, and laptops.",Contoso Protect Advantage - BCSS.html, +40046,What happens if the new device value does not change the tier MRC for the customer's device?,"If the device MSRP changes after activation or upgrade, OPUS will recognize device value changes during the monthly sweep. The PA1 pricing will automatically update and prorate the customer’s bill if necessary. No action is needed from you OR the customer. If a customer moves their SIM into a device with a different tier, it will be changed to the associated device tier systematically. If the new tier is a higher MRC, the customer will receive a letter from Asurion to notify them of the change. OPUS will show the notation “Device Protection Feature updated based on device in use: xx/xx/20xx”",Contoso Protect Advantage - BCSS.html, +20076,What is Protect Advantage? ,"Protect Advantage for 1 (Consumer/Business) + - 1 connected device (smartphone, tablet, laptop, or watch) + - $14 or $17/month depending on device tier +Protect Advantage for 4 (Consumer/Business) + - 4 devices (smartphone, tablet, laptop, or watch) + - Primary device must be a connected smartphone, tablet, or watch. + - Wi-Fi Tablets are the only eligible non-connected device + - $45/month all device tiers +Benefits: + - As soon as same day replacement and setup + - Unlimited $0 battery replacements + - Unlimited photo & video storage + - ProTech support/Business ProTech Support + - Simple Setup support + - Unlimited $29 screen repair claims with expanded coverage + - Unlimited claims for device out-of-warranty malfunctions + - Next day replacement and setup + - Device sanitization + - Device buff and polish + - In-Person performance promise + - Device data recovery + - More total claims for better protection + - Increasing max device value from $2500 to $3500",Contoso Protect Advantage - BCSS.html, +50157,What is the phone number for Business ProTech Support?,Business ProTech Support can be reached at 888.562.8662.,Contoso Protect Advantage - BCSS.html, +50156,When can customers add Protect Advantage?,"Customers can add Protect Advantage during the device purchase within the activation or upgrade flow, within 30 days following a qualified activation or upgrade, and during Open Enrollment Periods.",Contoso Protect Advantage - BCSS.html, +40045,Will customers remain at their tiered price for PA1 if the device value on their CTN increases/decreases?,It depends on if the value moves the device into another tier. Check phoneclaim.com/att for current device tiers by model.,Contoso Protect Advantage - BCSS.html, +40042,What if I (sales agent) accidentally remove the plan?,"BEFORE making changes, always confirm with the customer that they want to remove their legacy plan and inform them that it cannot be re-added if they change their mind. If its accidentally removed, educate the customer on the new PA plans that have comparable pricing with more benefits.",Contoso Protect Advantage and Mobile Insurance (Retired Plans) - BCSS.html, +40044,What if the customer requests TOBR (Transfer of Billing Responsibility)?,"Before starting the TOBR request, always inform the customer that their legacy plan will be removed to complete the transfer. Set the expectation with the customer, that they will no longer be able to keep their legacy protection plan feature and it cannot be re-added once removed. Provide the customer with the option of one of the new PA plans that have comparable pricing with more benefits.  ",Contoso Protect Advantage and Mobile Insurance (Retired Plans) - BCSS.html, +40043,What if the system incorrectly removes the plan?,"Offer the customer the new PA plans, sharing the comparable pricing and new benefits. If the customer is outside of the 30-day eligibility window, see the enrollment escalation path to have the new PA plan added. ",Contoso Protect Advantage and Mobile Insurance (Retired Plans) - BCSS.html, +40041,How does this impact Contoso retirees?,Contoso retirees who are eligible for wireless discounts may participate in the Retiree Mobility Offer (R.M.O.). Retirees may enroll in R.M.O. via the Contoso Employee and Retiree Discount Enrollment Web site.,Contoso Signature Program Sponsorship Enrollments Adding a FAN - BCSS.html, +40039,"If the customer is processing an account split, can I manually enter the sponsorship FAN into the new BAN?","Yes. Since the customer already validated, manually set up the new BAN with the same FAN as long as account liability does not change.",Contoso Signature Program Sponsorship Enrollments Adding a FAN - BCSS.html, +40040,What if a customer states they are on the incorrect FAN?,Customers must correct it through att.com/shop/wireless/iru-check-for-discount.html or at an Contoso Retail store by showing acceptable proof of employment/affiliation.,Contoso Signature Program Sponsorship Enrollments Adding a FAN - BCSS.html, +40034,Do these plans qualify for a discount?,"Yes, a $5 discount is applied to the monthly plan charge when account is active and enrolled in both AutoPay and Paperless Billing. Discount starts within 2 bill cycles. ",Contoso Wireless Broadband (AWB) - BCSS.html, +40036,Does the product work with ANIRA or FlexWare?,"Yes, the plans are compatible with ANIRA and FlexWare. Equipment varies based on the customer's needs and solution design. Confirm the customer's equipment supports an Contoso SIM card either internally or through an external modem.",Contoso Wireless Broadband (AWB) - BCSS.html, +40035,How is this different from other Contoso Wireless Data only plans?,"Contoso Wireless Broadband offers flat rate plans that are speed tier based. Contoso Business Fast Track is included at no additional cost, though the IP Packeting marking option requires a separately obtained Private Mobile Connection (PMC) feature. PMC is only available on 4G LTE.",Contoso Wireless Broadband (AWB) - BCSS.html, +40033,Is Contoso Wireless Broadband a 5G rate plan?,"Yes, the plans allow access to the 5G/5G+ network and 4G LTE Advanced networks.",Contoso Wireless Broadband (AWB) - BCSS.html, +40037,What are examples of business-critical applications?,"Business-critical applications are Point of Sale systems, ATM machines, or anything the customer needs to stay up and running. Non-critical applications are social media, streaming audio/video, and public Wi-Fi.",Contoso Wireless Broadband (AWB) - BCSS.html, +20009,What equipment do I need to use Contoso Wireless Broadband?,"To use Contoso Wireless Broadband plans, you need a mobile hotspot or wireless router. You can buy an Contoso-certified connectivity device from Contoso. You can also bring your own compatible wireless router or mobile hotspot with bring your own device (BYOD). +Plans with speeds up to 50 Mbps or 100 Mbps require: +An Contoso-certified wireless router or mobile hotspot with a Category 18 or higher modem +Contoso LTE-Advanced or 5G/5G+ service + +Plans with speeds up to 25 Mbps require: +An Contoso-certified wireless router or mobile hotspot with a Category 11 or higher modem",Contoso Wireless Broadband (AWB) - BCSS.html, +10018,What is Contoso Wireless Broadband?,"Contoso Wireless Broadband is a service that gives you essential internet access within areas of sufficient cellular coverage. You can use this type of connection for a flexible alternative to traditional broadband technologies for your business. Choose from a suite of plans with maximum speeds of up to 25 Mbps, 50 Mbps, or 100 Mbps.",Contoso Wireless Broadband (AWB) - BCSS.html, +40038,What is considered high usage?,"Customers receive a DUC notification via email when Contoso believes the usage is excessive or the line is approaching excessive usage, potentially causing network congestion.",Contoso Wireless Broadband (AWB) - BCSS.html, +50413,What is included with the Contoso Wireless Broadband Essentials Plan?,Contoso Business Fast Track is not included with the Contoso Wireless Broadband Essentials Plan.,Contoso Wireless Broadband (AWB) - BCSS.html, +10350,What are the average speeds for mobile broadband?,"Heads Up: 2G services ended on December 31, 2016. + +1 Speeds vary based on the technical specifications of the device. +2 Do not submit a network case for low upload throughput in scenarios where the customer is receiving low throughput while simultaneously using voice and data. Network cases for failed connections and timeouts are valid after performing appropriate troubleshooting. +Heads Up: Speeds may vary based on network congestion type and device technical specifications. + +When measuring throughput, 1000 Kilobits (kb) equals 1 Megabit (Mb). Data billing is calculated as 1024 Kilobytes (KB) equals 1 Megabyte (MB). + +Testing Throughput + +Use one of these methods to determine the throughput the customer is receiving. + +Preferred method: www.speedtest.net or the speedtest.net app +Alternate method: www.speakeasy.net/speedtest + +BlackBerry +The BlackBerry handheld is capable of supporting the use of multiple APNs at the same time, and testing an accurate throughput is not always possible. +Customers can download and install third-party applications from BlackBerry App World that provide an Internet speed test. + +Signal Strength +3G/4G: Throughput speeds are not impacted by available signal strength. Low signal strength on the networks results in disconnects, lost packets, and higher latency, which may appear to the customer as slow throughput. Troubleshoot low signal strength accordingly. ",Average Speeds for the Contoso Mobile Broadband Network.html, +10394,What are the features available for the iPhone 13 and 13 mini?,"ATS Bionic Chip, Super Retina XRD Display, Dual Camera System, Video Recording, iOS 15, and power batter. ",Be an Expert Apple iPhone 13 and 13 mini - BCSS.html, +20127,how long does the battery last on the iphone 13 pro,"Battery and Durability +• Video playback: iPhone 13 Pro: Up to 22 hrs; iPhone 13 Pro max Up to 28 hrs.1 +• Splash, Water, and Dust Resistant. +• Rated IP68 (maximum depth of 6 meters up to 30 minutes) under IEC standard 60529. +",Be an Expert Apple iPhone 13 Pro & Pro Max - BCSS.html, +10254,what accessories come with the iphone 13 pro?,"What’s in the Box? New iPhone 13 Pro and Type C to Lightening Charging Cable. + +Customers may need to purchase a Type C Charging Adapter (wall block) and headphones. +Image_4.JPG + +Speck Presidio Perfect-Clear Case + +SKUs: + + iPhone 13 Pro - SRP $45 + iPhone 13 Pro max - SRP $45 + +Image_5.JPG + +Contoso Tempered Glass Antimicrobial Screen Protector + +SKUs: + + iPhone 13 Pro - SRP $40 + iPhone 13 Pro max - SRP $45 + +Image_6.JPG + +Contoso Single Port 20W Power Delivery Wall Block (USB-C) + +SKU: + + iPhone 13 Pro - SRP $20 + iPhone 13 Pro max - SRP $20 + +View the full Accessories List on att.com. +",Be an Expert Apple iPhone 13 Pro & Pro Max - BCSS.html, +10308,What are the benefits of the iPhone 14 and iPhone 14 Plus?,"Big and Bigger: +iPhone 14 boasts a 6.1"" display, not to be outdone by a 6.7"" display on iPhone 14 Plus. +Longest battery life ever to keep you going all day. +A15 Bionic chip helps you defeat your nemesis. +More advanced camera system. +New front camera with auto-focus for gorgeous selfies. +Spectacular low-light photos that will make you want to stay out late. +Action mode for extra smooth videos keeps the shakes to a minimum. +Safety and security you'll appreciate. +Crash detection that can call 911 and notify your emergency contacts, even if you can't. +Emergency SOS when you're off the grid. iPhone lets you text emergency services over satellite.2 +Sails through spills with water resistance.",Be an Expert Apple iPhone 14 & 14 Plus - BCSS.html, +20158,Is my Contoso Cingular Flip IV under warranty? ,"According to the purchase date of the device, the warranty expired after 12 months. https://attone.my.salesforce.com/lightning/articles/Knowledge/device-warranty-exchange-process---ats",Be an Expert Contoso Cingular Flip IV - BCSS.html, +10316,What features come with the Contoso Cingular Flip IV?,"Ease of Use +Large keypad and navigation keys for ease of use +KaiStore +Access the ever-expanding library of apps, games, and more. +All Day Use +Long-lasting 1450 mAh battery for all day use +VoLTE Support +Crystal clear HD calls with reduced background noise +Stay Connected +Wi-Fi and Bluetooth capability for hands-free use",Be an Expert Contoso Cingular Flip IV - BCSS.html, +50169,What is the in-store launch date of the Contoso Cingular Flip IV?,"The in-store launch date of the Contoso Cingular Flip IV is June 26, 2020.",Be an Expert Contoso Cingular Flip IV - BCSS.html, +10380,What benefits and features come with the Moxee Mobile Hotspot?,"Stay connected anywhere life takes you with the Moxee Mobile Hotspot. +At home or on the road, it’s the perfect companion for schoolwork, video calls, movies, gaming, browsing, and working. + +Connections +Connect up to 16 Wi-Fi connected devices. +Security +Secure with password protection and the latest Wi-Fi security protocols. +Long lasting +Rechargeable 2,300 mAh battery. +Dual Band Wi-Fi +Support for faster speeds and greater range. +Web User Interface +Convenient Web User Interface to manage settings and features. ",Be an Expert Moxee Mobile Hotspot - BCSS.html, +50285,How can I determine a customer's bill cycle in Telegence?,"To view the bill cycle code in Telegence, double-click the Close field. The Change Cycle window opens. The current bill cycle code is in the Current Code field.",Bill Cycle Change via Telegence - BCSS.html, +10046,How do I change a billing cycle?,"• CRU Accounts in NBI +• In the NBI market, bill cycle changes for accounts with FANs process at the agreement/profile level in ROME, resulting in the same bill cycle for all accounts on the FAN. +• To determine the bill cycle, access the FAN in FaST and select Ordering and Billing. +• Accounts attached to a Zodiac Holding FAN are not eligible for bill cycle changes. Do not submit a case. +• In the NBI market, Contoso Signature Program accounts inherit the bill cycle of the FAN: +o Only telecom managers (TCMs), day-to-day, and decision makers (DMs) can request bill cycle changes. +o Only the Profile Teams can modify the bill cycle. +• NBI Bill Cycle Changes - BCSS +",Bill Cycle Change via Telegence - BCSS.html, +50122,What are the criteria for submitting a bill reprint request in CareNow?,Requester must be Authorized. FAN CRU: AOP/DD/DM/TCM. Non-FAN CRU: Account Holder/Company Contact. Signature/Consumer: Account Holder.,Bill Reprints - BCSS.html, +50123,"What is the procedure for filing a Summary Bill Reprint Case, or Cancelled Account Reprint Case?","Go to Bill > Other Bill Image. Select the bill that customer is requesting. Select Options > Reprint. If the address on the requested bill matches the address where the customer wants the bill sent, select to reprint the bill via Central Mode. Central Mode always sends the bill to the address on the bill, whether or not it is the same as the address on the account. Always verify the address on the bill. Run Mode: Central. Contents: As Original: No Call Details included, Details Only: Only Call Details; no billing information. Select Create Charge. Bill Reprint fees should not be waived. If you are unable to complete a requested reprint via email or paper, submit a Bill Reprints Clarify case. Select the following level needs. Billing > Bill Copy Request > Email Copy or Paper Copy. Level 1 - Select Bill. Level 2 - Select Bill Review. Level 3 - Select Bill Reprints. Click the Action drop-down box > Case > Open. Click the High Level Type drop-down box > Billing. Click the Sub Type drop-down box > Bill Copy Request. From the 3rd Level drop-down, select Email Bill Copy Request or Paper Bill Copy Request. Click the Notification Means drop-down box. Enter the customer's cell phone number or a valid email address for the customer. Enter notes in the Briefly Describe the Customer's Problem section. Click Dynamic Info. This opens the Clarify case for Dynamic Attributes information entry. Specify who is requesting the bill copy: Account Holder, AOP, or TCM. Click Yes Should the Customer be Charged for the Bill Copy(s) Requested? Email Address or Billing Address. Has the address been on file for 30 days or more? Select Yes or No.",Bill Reprints - BCSS.html, +50303,How are late fees calculated for FANs?,"Late fees for FANs are based on the state of the BCID (customer's division headquarters) address assigned to the FAN and comply with state law. For a listing of late fees by state, see Fees Procedure - BRM.",Billing FAN BEST Late Fees.html, +10314,How to change a customer's bill cycle?,"Only telecom managers, day-to-day, and decision makers can request bill cycle changes. +Access the FAN in FaST then select Ordering and Billing. +Determine if the account is attached to a Zodiac Holding FAN. +Yes: Account is not eligible for bill cycle changes. +No: Dispatch a case to BCS-FAN PROFILE UPDATES",Billing Workflow Scenarios - Account Maintenance - BME Specialty Teams.html, +10104,How do I Blacklist a stolen device? ,"»We only add stolen devices to the blacklist; we do not add lost devices to the blacklist. +»A customer who had their device (for example, phone, tablet) stolen can put that device on the blacklist. +»Suspend the service before blacklisting if the customer has not replaced their equipment with an alternative device. +»The customer can go back 30 days to add their stolen device to the blacklist. ",Blacklist a Stolen Device Remove from Blacklist DLC Blacklisting Check - BCSS.html, +20052,How do I remove a device from Blacklist? ,"»The AOP/TCM/approved end-user, unless otherwise noted in the FAN profile, must call into Customer Service to request the unblacklist +End-users cannot unblacklist the device unless allowed in the FAN profile. +»The AOP/TCM/approved end-user must have the recovered device in hand and provide the rep the IMEI in order to unblacklist it. ",Blacklist a Stolen Device Remove from Blacklist DLC Blacklisting Check - BCSS.html, +50235,What should be done if a device is blacklisted?,File a Clarify case to have the device unblacklisted. High Level Type: Stolen Device and Sub Type: Device Unblocking Request should be included in the case.,Blacklist a Stolen Device Remove from Blacklist DLC Blacklisting Check - BCSS.html, +50180,What is the return/exchange period for customers who have purchased CRU tablets/Connected Laptops?,"Customers who have purchased CRU tablets/Connected Laptops will now have 30 days to initiate a return or exchange starting July 18, 2022.",BRE Contract Installment Change - BCSS.html, +10300,When will the installment be removed from the customer's account once the device is returned?,Once the device is received the customer is refunded back to original form of payment within 1-2 billing cycles and removed from the account. ,BRE Contract Installment Change - BCSS.html, +10378,How to submit bulk sales requests?,"• The BCSS Request Form supports SB and Enterprise Sales channels. +• A Click here to review the SLA option is available for selection on all single line requests. +• When a number 2 or greater is populated in the Number of CTNs Submitted field, the Bulk Request option becomes available. +• Bulk Templates and Attachments: +o Bulk templates are specific to the support level selected. +o Attachment larger than 2MB cannot be submitted. +Note: Requests over 2MB need to be submitted in separate requests. +• Bulk Inactive Equipment Ordering: +o Must be submitted by the director of sales (DOS) or VP for approval. +o Requests submitted on behalf, or requesting approval of a DOS or VP are rejected. +o Changes must receive DOS/VP approval and be re-attached to the updated request. +o DOS and VPs can email the approved requests via standard email. Follow Bulk/Inactive Ordering Equipment policy. ",Business Customer Sales & Service (BCSS) Requests - Sales.html, +10360,What Business Nation Plans are available?,"Beginning December 14, 2022, the DataPlus and DataPro plans are on a sales hold. Contoso will not accept orders for new services, add-a-lines, and rate plan changes. However, we will continue to allow our existing customers on these plans if groups have not reached the maximum lines allowed. + +Now included Contoso Call Protect! +Contoso enables Call Protect Service to Protect Against Robocalls. +Contoso Call Protect, a complimentary service aimed at protecting its users from automated phone calls, is also referred to as robocalls. +The service debuts after the U.S. Federal Communications asked wireless companies to offer free robocall blocking services. +Available for CRU only. +$69.99 Unlimited Plan is not eligible for FAN discounts. + +Make every attempt to resolve the caller’s issue. If unable to resolve the issue, involve a team manager/floor support rep (FSR).",Business Nation Plans - BCSS.html, +50224,What steps should be taken to provide excellent customer service on an incoming call?,"Steps to provide excellent customer service on an incoming call include warmly welcoming the caller with a friendly and genuine introduction, verifying the account and obtaining CPNI consent, uncovering customer needs, personalizing solutions, and gaining agreement.",Call Handling Flow - BMC (Internal Only).html, +10024,What are the different access levels? ,"Allowed Transactions +General Access - FAN/Non-FAN CRU +• Non-account specific information +o General inquiries about Contoso +o General offer questions: + Coverage and call quality + Device information + Plans,features, and promotions +• Assistance using existing features +• Confirm, but not provide AOP/TCM name or contact number +• Features, orders, new activations, and resets already requested +o Does not include updating a previously submitted or stalled order +• One-time payments +o Do not provide balance. Customer must provide payment amount. +o Provide bill due date and payment confirmation number. +• Request collateral not related to the account +• Technical troubleshooting (non-account specific) +o How-to and education +o Out-of-sync devices +o Resend an OTA +• Troubleshooting/opening a trouble ticket that does not require adding/enabling features/services (follow Troubleshooting and Resolve Tool). o + +End-User Access - Non-FAN CRU +• General Access transactions +• Activate Immediate Call Forwarding +• Add/remove: +o BAN Passcodes +o International roaming block +o Plans/features +• Add temporary exemption to DUCs notification/suspension +• Caller ID (CNAM)/Username change +• Cancel/resume +• Change billing address +• Change wireless number +• Combine/split/relocate account +• Complete second-half activation/upgrade activation +• Confirm, but not provide call detail +• Confirm features, plans, or promotions provisioned +• Discuss charges on the bill or personal credit card +• Make payments and payment arrangements +• Insurance claim +• Obtain date/time of last call, data, SMS, or MMS for lost/stolen inquiries +• PAH: +o Add themselves if none exists +o Remove themselves - make sure there is a valid contact number +• Perform device unlock +• Receive: +o Balance information +o Installment plan details/payoff amount +o Payment history +o SIM unlock (PUK) code +o Upgrade eligibility date +• Reinstate from suspend/cancel for non-payment +• Request collateral related to the account +• Request credits/adjustments +• Set up, cancel, and modify AutoPay +• Suspend and restore, including lost/stolen +• Update contact numbers +• Upgrade and receive upgrade eligibility date +• Voice mailbox/voicemail password reset +• Warranty Exchange • + +End-User Access Without EUMC Table Transactions - FAN +• General Access transactions +• Transactions listed as allowed in FAN profile notes +• Add: +o Purchase Blocker/Content Filtering +o Voicemail +• Cancel mobile subscriptions +• CNAM change, only if listed in profile notes +• Complete second-half activation/upgrade activation +o Smartphones require a voice and data plan. Add the required plan even if EUMC does not allow. +o Only activate iPhones if allowed in FaST. +• Confirm, but not provide call detail +• Confirm and provide provisioned features, plans, or promotions +• Confirm and receive the username for their CTN: +o BlackBerry Internet Service account creation, username information, password, PIN, or IMEI change. +• Create and reset End-User PIN +• Discuss: +o Charges on the bill or personal credit card +o Discounts or special offers for the FAN +• Insurance claim +• Make payments and payment arrangements +• PAH: +o Add themselves if none exists +o Remove themselves - make sure there is a valid contact number +• Perform device unlock +• Port out +• Request collateral related to the account +• Request credits/adjustments +• Receive: +o Balance information +o Installment plan details/payoff amount +o Payment history +o SIM unlock (PUK) code +o Upgrade eligibility date +• Provide contract end date only if allowed to cancel service +• Set up, cancel, and modify AutoPay +• Suspend for lost/stolen +• Troubleshoot voicemail or password reset +• Update contact numbers in biller (if there have been payment issues). + +End-User Access With EUMC Table Transactions - FAN +• General Access transactions +• End-User Without EUMC Table transactions +• Transactions listed as allowed in FAN profile notes +• Add, change, and remove BAN email address if Change Billing Address is allowed +• CNAM change, only if allowed to perform information/feature changes +• Reinstate from suspend or cancel if allowed + +Full Access - Account Holder - Non-FAN +Perform any transaction on the BAN, as allowed per policy + +Full Access - AOP/DD/DM/TCM - FAN +• Perform any transaction on the BAN, as allowed per policy +• End-User and FAN Contact PIN Opt Out (DD only) +• Receive the names of contacts on the FAN (DD/DM/TCM) +• FAN Password/FAN Profile changes +o AOPs can only update their own information +• Receive Sales and Account Team contact information ",Caller Access Levels - CRU Mobility.html, +30119,customers bill reflects a different date than when they cancelled. ,"Cancellation Date +• Contoso policy is cancellations should go into effect the last day of the customer's billing cycle. See exceptions. +• CRU accounts cancellation requests rule: CRU accounts can request to cancel service on any date they choose, as long as it does not involve backdating, and is not beyond the end of the current bill cycle. +• Provide the Authorized Requestor the option of canceling the service immediately, or at the end of the bill cycle. If the customer does not have a preference, cancel the request at the end of the bill cycle: +o If a cellular telephone number (CTN) is set for end of bill cycle cancellation, the cancellation takes effect at 12:01 a.m. on the day of cancellation. The basis for the time zone is the customer's Place of Primary Use (PPU) address. +o It is necessary to include the cancellation date on bulk requests submitted to the Ordering Team. If the request is for immediate cancellation, and that information is not included, it delays the cancellation. + +End of Bill Cycle Cancellation Policy Exceptions +• See the rules regarding CRU accounts cancellation requests. +• Buyer's Remorse Period: Cancel all voluntary cancel requests within 30 days of activation the day of the request. +• Deceased Account Holder/User (link not available to Business Sales). +• Transfer of Billing Responsibility (ToBR) customers. +• Noted accounts: Verify in the company's profile. +• Lost/stolen devices. +• $0.00 monthly service fee plans. +• Accounts billed in arrears receive prorated monthly service charges. +• Accounts billed in advance continue to charge through the end of the month. +• Ordering Team requests: +o Internal customer request: Cancel effective immediately unless a specific date is requested. +o External customer request: Future-date cancellation to end of bill cycle unless a specific date is requested. +",Cancellation of a Corporate Responsibility User (CRU) - BME.html, +10238,how do i reinstate service on cancelled service?,"Re-instating Cancellations +• The customer may reinstate service after cancellation, if the number is available. +• If the number is not available, the customer must complete a new line activation with all applicable fees. +• Add any remaining contract terms back to the account, if the account reinstates. +• If a customer currently under contract upgrades their equipment, agrees to a new contract, and then decides to return the new equipment within 30 days in accordance with the return policy and cancels service, reinstate the terms of the original contract. +",Cancellation of a Corporate Responsibility User (CRU) - BME.html, +20119,how long does auto pay stay active on a cancelled account?,"AutoPay +• When an account cancels, AutoPay remains active for 90 days after the final invoice generates and we receive payment. +• If the account reinstates within those 90 days, even if a phone number change processes or required upon reinstatement, the customer does not need to enroll again. +",Cancellation of a Corporate Responsibility User (CRU) - BME.html, +50184,What happens if a customer cancels their service within 30 days of the initial activation date?,"All mobile charges, associated taxes, cancellation fees, and activation fees are credited to the account, resulting in a zero balance. If billable airtime exists, the NOI reason code cannot be used.",Cancellation of a Corporate Responsibility User (CRU) - BME.html, +10022,How do I handle a cancellation call?,"BME Call Handling - Enhanced Care and FirstNet Enhanced Care +• Handle/Own all cancellation calls. Do not transfer to Loyalty Team. +FirstNet/BMC/BMTS Call Handling +• Enterprise CRU +o Handle/Own all cancellation calls. Do not transfer to Loyalty Team. +• Government/FirstNet/Small Business/Mid-Markets/Non FAN +o Warm transfer Retention Red Flags and Cancellation request to Small Business Wireless Loyalty. + Transfer only day to day, decision maker, TCM, AOP, and end-users authorized to cancel (per FaST). +• Suggested Verbiage: [Customers Preferred Name] thank you for choosing Contoso. We appreciate the opportunity to be your wireless provider. Please allow me to connect you to a representative who can assist you. +(Do not directly refer to the group as Save or Retention.) + End-users not authorized to cancel should be referred to their day-to-day, decision marker, TCM, or AOP. + Prior to transfer do not: +• Make any account changes. +• Negotiate ETFs +• Issue credits + Clarify Resolution: Select Xfer to Loyalty. + Account Notes: Note all transfers with Transferred to Small Business Wireless Loyalty +• FirstNet customers in the 3 Pacific Territories: +o In addition to the standard process outlined below, refer to the Three Pacific Territories (3PT) suspend/cancel - Guam, Northern Mariana Island, America Samoa article for additional required steps. +• Consumer/Signature +o Transfer the customer to Consumer Retention +• Exceptions: +o Do not transfer when ToBR is the appropriate save offer. See ToBR Grid +• Do not transfer when ToBR is the appropriate save offer. See ToBR Grid. +ToBR Grid +Call Type ToBR Appropriate Offer Action +Cancellation because employee is leaving the company Yes  Offer ToBR as save attempt. + If accepted complete BAU. +• Do not transfer to SAVE. + If declined, transfer to SAVE. +Cancellation due to dissatisfaction with rate plan No  Do not make save attempt. + Warm transfer to SAVE. +o Buyer's Remorse (BRE): + Calls during the BRE period, see Buyer's Remorse below. + Calls after the BRE period, transfer to SAVE (including if customer states returned device during BRE period). +o Deceased Account Holder: See Retention Procedures below. +o Escalations: For customers wanting to speak with a manager see Escalation Path - BCSS. +o Suspended for Non-Pay: If the customer does not make a payment to restore service process the cancellation without transferring. +o After Hours: If after hours for the Small Business Mobility Loyalty handle the call using the Retention Procedures below. +o All Other Business Account Types + Identify red flags and address root causes of all customer requests for cancellation: +• Respond to the cancellation red flags. If the customer does not request cancellation, close the call. +• Verify callers have permission to cancel service on accounts. Refer to the company's profile for authorization. +• Non-FAN accounts: authenticated callers can cancel. +• Make every attempt to resolve the caller's issue. See Retention Procedures for additional information. +• If unable to resolve the issue, process the Cancellation.","Cancellation, Retention, and Red Flag Procedures.html", +50326,What is the Contoso Customer Care Center (CCC) Tool?,"The Contoso Customer Care Center (CCC) Tool is the primary system for researching third-party mobile content purchases and donations made via text. This tool provides information about the purchases or donations refund options, and the ability to add Purchase Blocker for customers who want to avoid additional downloads or purchases.",CCC Tool - BCSS.html, +10166,Why was I charged non-return fees (NRFs)? ,"Customers who file a claim for a lost or stolen device are not required to return their original device. +» A non-return charge of up to $850 based on make and model of the original device will be added to the customer's mobility bill for failure to return their damaged device. +» Non-return fee requirements are outlined in the Terms and Conditions of Coverage. + - For more information, customers can visit phoneclaim.com/att/program-terms. +» Customer are notified frequently throughout the claims process that they need to return their damaged/malfunctioning device or they will be charged a non-return if not received at the Contoso Warehouse (CTDI). +» If the customer received a second replacement device because the first one wasn't working, they will need to return the first replacement device or be charged a non-return fee.",Charging a Non-Return Fee for Non-Returned Device Protection Devices - BCSS.html, +10236,How do i file a clarify case?,"Case Filing Procedures + +1. From Interaction Home window, Create Interactions - Clarify Help. +2. In the Action drop-down menu, select Case > Open to Create and Dispatch Cases - Clarify Help. +3. In the Notification Means drop-down menu, choose Phone SMS or Email depending on the customer's preference. BCSS does not have a call back process do not select phone. +• Enter the customer's email address or phone number for case completion notification. +4. In the Alternate Contact Number field, enter a contact number other than their wireless number for the customer. +5. Enter the transaction count. +6. In the Briefly Describe the Customer Problem field, enter the following in detail: +• Request or issue; do not assume the Back Office Team understands short descriptions. +• Steps or actions taken to resolve the issue. +7. Click and enter Dynamic Information. +8. Choose Escalated in the Severity drop-down for the following scenarios only: +• The international feature the customer needs cannot be added and the customer is within 48 hours of international travel. +• The customer has no service with the phone (voice or data). +• When device activation cannot be completed due to error message given, this causes a block in service. +• The service cannot be re-instated from suspend/cancel. +• The phone number was changed in error and cannot change back to the old number. +• The SIM burned in error, as it was provisioned to wrong CTN. +• Heads Up: For escalations outside these guidelines, escalate to your team manager (TM) or floor support representative (FSR). +9. Select Save and Escalate (Auto Dispatch) > Save. +• If you do not click Save and Escalate (Auto Dispatch) before Save, the case remains in your My Work folder (WIPBIN). +• It is not dispatched to appropriate group to be worked. +• The Clarify case dispatches to the appropriate group or department. +",Clarify Cases - BMC.html, +50167,What is the expected resolution date for a Clarify case?,"The expected resolution date for a Clarify case, except for Credits & Adjustments cases, should be provided to the customer.",Clarify Cases - BMC.html, +50166,What should be done if device activation cannot be completed due to an error message?,The service cannot be re-instated from suspend/cancel. The issue should be escalated to the team manager (TM) or floor support representative (FSR).,Clarify Cases - BMC.html, +10094,Where can I report issues with CTI?,"Call Routing or Telephony Issues +If the call is routing to the wrong center, or has another telephony related issue this gets reported to Global Command Operations (GCO). Contact your manager, supervisor, or leader intern. They contact GCO via 888.968.4287, chat, or email. +When contacting GCO, provide: +• Which call center you are calling from? +• Where they are trying to reach? +• The speed dial they are dialing and through what method, direct (desk phone) versus CTI? +• Do they get a carrier intercept, or fast busy, or some other experience? Be as specific as possible. +Clarify Error/Issues +If the issue is with the tool itself such as call dropping, tool not behaving as it should, or functions not appearing, this is a Clarify issue that would require an Internal Case because it is a Clarify error. ",Clarify CM Call Transfer Interface (CTI).html, +20156,How do I file a case via Clarify CM?,Follow the process outlined in the article: Create>Support>Internal Case. https://attone.my.salesforce.com/lightning/articles/Knowledge/clarify-cm-internal-case-types,Clarify CM Internal Case Types.html, +50347,What is the Internal Case Type?,"The Internal Case Type allows managers (defined as Leader Intern or above) to create a case for support, issues, or enhancements within the Clarify CM system.",Clarify CM Internal Case Types.html, +10312,What is the procedure for filing internal cases via Clarify CM?,"Determine the issue. +Troubleshoot prior to submitting this case type. +Identify the correct internal case type. +Create the case. +Follow up. ",Clarify CM Internal Case Types.html, +10054,What is the process to submit an urgent case?,"• Only file an Urgent Case when advised by the process. +• Be sure to include all relevant details. +• Do not file a case if the customer does not meet the specific requirements of a promotion. +o The qualifying questions have been loaded and must be validated before submitting. + If the answer to any of those questions is no, the customer does not qualify. +ICU/Managers cannot override eligibility. If the customer does not qualify, do not submit a case. +o If detailed case notes are not provided, the ICU team will send back the request and you will have 24 hours to update it with the missing information. +",Clarify Create an Urgent Case.html, +20060,How can I request a credit? ,"Explain valid charges without proactively offering adjustments. + - Use all tools to validate charges + - Check the Billing Issues Log +» Resolve the root cause before applying adjustments. +» Ensure all adjustments adhere to the Adjustment Policy. +» Use the credit and adjustment note templates. +» BMC: Submit all adjustments via OPUS. +» Use the correct Category/Sub-Category and Adjustment Classification. + - Multiple errors: Select the primary reason for the error with the largest adjustment amount (multiple reason codes can be selected later).",Clarify Credits and Adjustments Policy and Submission Process - BCSS.html, +50383,How long will it take for the adjustment to appear on the invoice?,The adjustment will appear on the invoice within 1-2 billing cycles.,Clarify Credits and Adjustments Policy and Submission Process - BCSS.html, +50388,What do you do when the validation fails?,"When the validation fails, the line item turns red and remains checked. Hover your mouse over the red line item to view an explanation. See the User Guide for ABS Bulk Adjustments for more information.",Clarify Credits and Adjustments Policy and Submission Process - BCSS.html, +50392,What is the process for adjusting equipment charges billed to a credit card?,Adjustments for equipment charges billed to a credit card should be processed according to the Separate Equipment Invoicing (SEI) Overview - BME Collections.,Clarify Credits and Adjustments Policy and Submission Process - BCSS.html, +50379,What is the qualifying condition for a credit for international roaming?,The customer must call within 60 days of provisioning online.,Clarify Credits and Adjustments Policy and Submission Process - BCSS.html, +50389,"What should be entered in the ""Goodwill Adjustment Tab""?","Enter the dollar amount that should be credited to the BAN level. If within SOD, the adjustment applies immediately.",Clarify Credits and Adjustments Policy and Submission Process - BCSS.html, +50384,What should I do if I need to make adjustments in ClarifyLite or Telegence when I see a failed transaction?,ClarifyLite automatically corrects or resubmits the adjustment.,Clarify Credits and Adjustments Policy and Submission Process - BCSS.html, +50382,What tab do I need to complete the customer's request?,Charge Level Adjustments Tab.,Clarify Credits and Adjustments Policy and Submission Process - BCSS.html, +10120,Why is my bill so high? ,"Explain valid charges without proactively offering adjustments. + - Use all tools to validate charges + - Check the Billing Issues Log +» Resolve the root cause before applying adjustments. +» Ensure all adjustments adhere to the Adjustment Policy. +» Use the credit and adjustment note templates. +» BMC: Submit all adjustments via OPUS. +» Use the correct Category/Sub-Category and Adjustment Classification. + - Multiple errors: Select the primary reason for the error with the largest adjustment amount (multiple reason codes can be selected later).",Clarify Credits and Adjustments Policy and Submission Process - BCSS.html, +50062,What procedures should I use to block/unblock names and numbers?,"Use the manual and self-service options to block/unblock names and numbers. Customers may activate the Caller ID Block feature via their online account (Premier or myContoso). Additionally, they can set the Caller ID settings on their device to Hide to block the name and number from appearing on a per-call basis.",CNAM Caller ID - BCSS.html, +10352,How to a split combined bill account?,"For account types mentioned below, the eTeam processes the new accounts in Telegence. This information refers to creating a new account in Telegence (Change of Ownership Process). Enhanced Care can perform this transaction over the phone with the customer. +• Contoso Mobile Business (AMB) or Business/Regular accounts require a run of credit. +Exception: ACDA, General Services Administration (GSA), and Western State Contract Alliance (WSCA) accounts do not require a run of credit. +• Backdating the move of CTNs form one BAN to another is permissible when the FAN and the bill cycle on the from and to BANs are the same. +• Customers on Contoso Installment with Next Up plans are eligible to combine their accounts. Once the process is complete, all future installments move to the new BAN. +o Review the FAN profile to ensure installment plans are permitted. +• Ensure the appropriate reason is selected for the subscriber move. +Example: Name changes result in an $18 fee for each CTN. +• Customers enrolled on grandfathered or expired plans may retain them, unless it is restricted on the customer's profile. +o Revenue Assurance can only add the plan, or the ordering system does not allow it. +• If the CTNs are on a shared plan (for example, Mobile Share, FamilyTalk, BusinessTalk), move the CTN to an individual plan before completing the move. +o Ensure the appropriate data plan and optional messaging feature is added. +• Prior to cancelling lines from an account with BAN-level plans/features, expire the BAN-level plan/features effective with today's date. This ensures the BAN auto-cancels itself. +• Use transfer code CTN when: +o Consolidating individual subscriber accounts into 1 main account, if the number of accounts/CTNs is greater than 50. +o Performing an account split or consolidation in which the previous account(s) have 0 subscribers. This will prevent the system from automatically issuing a refund check for balances of $150 or less. +• BMC: For authorized order placers (AOPs) and telecom managers (TCMs), follow the policy in eTeam Requests. ",Combine or Split Accounts - BCSS.html, +50188,What is required when accepting a Transfer of Billing Responsibility (ToBR) to a Consumer or Contoso Signature Program account?,"There must be a ToBR Authorization note on the current account indicating that the receiving customer has permission to take over ownership/financial responsibility of the CTN(s). Authorization can be found in Clarify, FaST, Telegence, ToBR SOC, Memos Section, Premier, and myContoso. If the OAH is a Consumer/Signature Program account, the representative can use myContoso Zone and go to the ToBR page. If the OAH is deceased, no authorization is needed but the caller must be verified.",Completing a ToBR - BCSS.html, +50190,What is the age requirement for potential individual customers to consent to a credit check and service activation with Contoso?,Potential individual customers must be at least 18 years of age to consent to a credit check and service activation with Contoso. Exceptions include Puerto Rico (21 years of age) and Alabama (19 years of age).,Completing a ToBR - BCSS.html, +50189,What is the minimum account tenure required to be eligible for a ToBR?,The current account must be active for a minimum of two months (60 days) service to be eligible for a ToBR.,Completing a ToBR - BCSS.html, +20055,Can I convert my service to Postpaid? ,"Customers can port-in to a CRU BAN from any Prepaid carrier including Cricket but cannot port-in from Contoso Prepaid. +»If an Contoso Prepaid customer wants to convert their Prepaid service to a Signature Program or CRU, they must first transfer their Contoso Prepaid service to a consumer account. +»Customers wishing to convert their service from Contoso Prepaid to Postpaid must complete this request at an Contoso Retail wireless store.",Convert Postpaid to Prepaid and Prepaid to Postpaid - BCSS.html, +10110,Can I convert my service to Prepaid? ,"If the customer wishes to move to Contoso Prepaid (formerly GoPhone), then follow the below: +Contoso Prepaid service is offered in all local markets (not including NBI market and XMKT (Cross Market)). +» In the NBI market or XMKT CTN, complete a ToBR or XMKT move to the local native market first (for example, NYC CTN on a PHI account, CTN must be moved to NYC market before conversion). +» Accounts with a FAN attached to the account (CRU/Signature Program): + - Signature Program: Remove the FAN before submitting the Account Change request. FAN discounts are not eligible for prepay. + - CRU: ToBR to a local market Consumer BAN is required. CRU cannot convert to Contoso Prepaid.",Convert Postpaid to Prepaid and Prepaid to Postpaid - BCSS.html, +10328,How do I clear fatal error message in CORAL?,"Most common errors can be resolved by following the steps below. If at any point the resolution to an error takes longer than 15 minutes, engage the NBCE Support Chat. + +Important! Every error within CORAL displays as a FATAL ERROR. Please read the actual type of error in the pop-up box labelled as AN ERROR HAS OCCURED. Error - Screenshot + +1) Fatal error - DN in use: +It is important to click only once when logging in. Multiple clicks may result in this error +Close Coral +Open line on physical phone and release +Login to Coral again +2) Unable to Log in Invalid agent ID or Switch password: +Verify extension is correct +Verify password is correct +3) Agent logged into a different DN: +This indicates the CORAL code does not match +Verify DN matches the physical extension associated with phone at desk +3) If Coral logs the user out or becomes out sync during a customer call: +Complete the customer call +Once completed, you may have to change the disposition ON the physical phone +Log out of CORAL and complete the steps to log back into CORAL.",CORAL Procedures - BCSS.html, +50134,What is CORAL?,CORAL is a web-based application that replaced the CDEC (Telephone Toolbar). It is designed to help reduce overall AHT and deliver an even better customer experience.,CORAL Procedures - BCSS.html, +50135,"What is the purpose of the ""Drop Conference"" feature?","The ""Drop Conference"" feature cancels the call to the dialed department and the customer is placed on hold.",CORAL Procedures - BCSS.html, +10088,How do I create an AMB agreement?,"Procedures +1 +Complete the New Business Fraud Verification Process. See Fraud Verification Process for Add-A-Line & New Mobility Customers - BCSS. + + +2 +Complete the credit evaluation. + +Suggested verbiage: Mr./Ms. [Customer Name], the system performs a credit evaluation which includes a review of your history with Contoso companies. Is that OK? + +3 +Gather all the necessary details. + +Billing Address Rules: + +Applicant's address must be within the U.S. or the U.S. territories. +Applicant may provide a company billing address including designators (for example, Accounts Payable or Accounting as the suite or floor number). +Commercial applicants need the following general information to set up a new agreement: +Business name +Credit address, city, state, and ZIP Code +Federal Tax ID +Billing contact name +Billing address, city, state, and ZIP Code +Business email address (for contact acceptance email) +4 +Log into OPUS and begin the Contract Creation process. Refer to New Wireless Activation with AMB Creation - OPUS - Business for detailed system instructions. + +If OPUS is down, create a Clarify commitment to complete the New AMB contract and process the enrollment. +Send the commitment number to your team manager. +Team manager assigns the commitment to a representative to complete once the system issue has been resolved. +5 +If the customer states they do not have a Federal Tax ID: + +Click the No Federal Tax ID box and enter in the customer's legal first and last name, business street address number, and business address ZIP Code. +Click Next. +Company Match Found + +Select the appropriate Company and continue in the AMB creation flow. + +If a company match is found with the same Tax ID, but different business name review FaST to determine if the caller is listed as a Company Contact. +If so, follow the VID process before proceeding with any orders. +If not, refer to the assigned seller or advise the caller to seek assistance with someone in the company. +Note: Under no circumstances should you create a new AMB Agreement, if the Tax ID provided exists on an active agreement in ROME. +Company Match Not Found + +The AMB creation is no longer an option for the customer. A company match is required to move forward with the AMB agreement. + +Advise the customer that they can ToBR to a new or an existing account. +Follow the steps in CRU Enrollment - BCSS. +6 +Enter the company information required for the credit check on the Customer Information screen and click Next. + +If Then +A deposit is not required Inform the customer of the credit result and proceed to step 9. +AR (Analyst Review) status displays Contact Business Credit Analyst Review (BCAR) in the Directory Tool. +Deposit is required, but the deposit amount is less than $1,000 +Inform the new account holder of the credit result. The customer can: + +Pay the required deposit amount via ExpressPay. For the process steps, review Deposit Payments - BCSS. +If approved: Proceed to step 9. +If declined and the customer does not have another form of payment: Advise the AMB agreement and the cellular telephone number (CTN) transfer cannot be completed until the deposit is paid. Provide the tentative account number and notate the call details with what took place. +If declined and the customer wants to pay cash: Refer the customer to an Contoso Retail store using the Store Locator Tool. Set the deposit payment information to payment expected on the tentative account. Provide the account number to the customer and advise to call back once paid to proceed with the transaction. Notate the account with all details. +Proceed with one of the following options: +If the Apply for SBPL link is present, proceed to step 8. +If not, activate as a Consumer (proceed with the request as a ToBR to a Consumer account). +Bill to Airtime (BTA) + +AMB applicants requiring a deposit are not eligible for Bill to Airtime (BTA). These customers must complete 12 months of continuous service with good pay history before they can apply for the BTA equipment payment option. +SBPL customers do not qualify for BTA. +$1,000 deposit amount is displayed +Contact BCAR in the Directory Tool. + +Credit AR requires extra validation when a $1,000 deposit returns to determine if the customer is eligible to activate as a business and to determine SBPL eligibility. +Proceed to step 8. +The credit evaluation expires in 90 days. + +7 +Only refer to this step if you contacted Business Credit AR for a $1,000 deposit. + +If Then +A $1,000 deposit was required, you contacted AR, and: + +Business Credit AR representative kept the $1,000 deposit in place. +Business Credit AR representative informed you the customer was eligible for SBPL. +Inform the customer of the credit result: $1,000 per line. +If the customer is requesting to ToBR 5 lines or less and the Apply for SBPL link is present in OPUS, proceed to step 8. +A $1,000 deposit was required, you contacted AR, and: + +Business Credit AR representative informed you the deposit amount is being changed from $1,000 to $9,999 per line due to them not being able to validate the company information. +Business Credit AR representative informed you the customer was not eligible for SBPL +Inform the customer of the credit result: $9,999 per line. The customer can either pay the $9,999 deposit to activate as a business with an AMB agreement or activate as a consumer. +If the customer chooses to activate as a consumer, proceed with the request as a ToBR to Consumer. +The customer is not eligible for SBPL. +8 +Explain the option to set up service as a Small Business Personal Liability (SBPL) AMB customer. + +Suggested verbiage: Mr./Ms. [Customer Name], a $[ amount] deposit is required per line; however, you have the option to set up your business account and run credit with your Social Security number. Would you like to set your account up with your Social Security number and see if a deposit is required? + +If the customer decides to take advantage of setting up as an SBPL customer, click Apply for SBPL. Complete the Customer Information page and click Next. + +If a deposit is required, the customer can do 1 of the following: +Continue with setting up an AMB Agreement and pay the required deposit. Proceed to step 9. +Activate as Consumer. Run credit and process ToBR following standard ToBR procedures. Do not proceed with any further steps below. +If a deposit is not required, they can proceed with establishing an SBPL account on an AMB agreement. Proceed to step 9. +If the customer is not ready to proceed with setting up their SBPL account at this time and states they might call back: +Provide their tentative account number and/or the OPUS order number. +Let them know that if they decide to call back and proceed with setting up an SBPL account, they need to provide the representative with their tentative account number and/or their OPUS order number. +9 +Enter the required information on the Contract Information screen and click Next. + +Email Domain +Enter the company's email domain. Check the box below the Email Domain field if the company is using a public email domain such as: + +@gmail.com +@hotmail.com +@yahoo.com +Requestor Information +Change the information to the following: + +Seller ID: NSC +First Name: National Solutions +Last Name: Center +Phone: 800.331.0500 +Email: BusContractsNoReply@awsmail.att.com +NBI Bill Cycle Select the first day closest to the current date. If the customer requests a specific bill due date, determine the best NBI Bill Cycle for the customer by reviewing Bill Cycle Change - Telegence. +10 +Create the CRU and Contoso Signature Program FANs on the FAN Profile screen by entering all required information. When choosing the Equipment Payment Options, remember: + +SB CRU customers are eligible for Bill to Mobile (BTM) if no deposit is required. +Contoso Signature Program customers are not eligible to BTM. +11 On the Pricing Envelope screen, select None > Submit. +12 +The Pending Agreement ID and Pending Agreement Acceptance status displays on the next screen. Do not select the Process Contract Acceptance button. + +Tell the customer an email containing their Agreement ID number and authorization code is being sent to the company email address they provided. The customer receives the email within 1-2 minutes. + +Customer has immediate computer access and agrees to accept Terms & Conditions while on the phone + +Ask the customer to open the email and click the URL provided. +Customer enters the authorization code and Agreement ID/Tracking Number provided in the email sent. +This information can be located in the customer's email after the list of the 6 steps needed to accept the terms and conditions via the web. +Customer receives a prompt to enter an email address. The customer provided the same email address to you for the company contact information. +To verify Terms & Conditions acceptance prior to moving to the next step, click Check Status. The Agreement status should change to Active status. +Proceed to step 13. +Customer does not have immediate computer access or does not agree to accept T&Cs while on the phone + +Provide the customer the tentative BAN and callback number: 800.331.0500. +Let them know once they accept the Terms & Conditions to call back to complete the CTN move. They must have their tentative BAN and Agreement ID numbers available when calling back in. +Click Done on the Agreement status screen and close the call. +Notate the account. +If the email is not received within 1-2 minutes, verify the email address entered for the Contract Contact. + +If entered incorrectly, update the email address and resend the Terms & Conditions email. See Account Maintenance - OPUS - Business +If after another 1-2 minutes, the customer does not receive the email: +Ask to place the customer on hold. + +Contact SSO for assistance with resending the Terms & Conditions acceptance email for the new AMB agreement. +Provide the company name and email address. +SSO researches and resolves the issue. Wait for confirmation of resolution. +Once resolved, advise the customer a new email is sent immediately and they can proceed with the web acceptance process. +Once the Terms & Conditions are accepted, the customer receives an email containing their CRU and Contoso Signature Program FANs. The CRU FAN auto-attaches to the tentative BAN. +Proceed to step 13. +If the FAN does not auto-attach to the BAN, refer to the Troubleshooting section. + +13 +Complete the enrollment in OPUS. + +If the enrollment is from a Local Market account to an NBI account, see Subscriber Moves - OPUS - Business. +If enrollment is from an NBI account to another NBI account, see Subscriber Moves - OPUS - Business. +If unable to process the enrollment in OPUS, proceed to Telegence to complete the enrollment (CTN move) and follow the steps below for either an NBI move or a Local to NBI move. + +CTN(s) in NBI (BAN to BAN move) + +Refer to the Telegence help file: Changing the Ownership of a Subscriber. + +In Change Ownership window, enter the following information. +Reason: PCI Move CTN +Memo: Enrollment from [enter BAN] to [new BAN] +Price Plan Code (update expired plans to a current rate plan). +Verify the features: +Device Protection: If it existed with the original account, you can retain it, but ask the customer if they would like to add device protection to their new account. If yes, leave the feature on the account. If no, remove the SOC. +Review eligibility and if not eligible, remove any SOCs that transferred over. +Refer to International Roaming and International Long Distance Dialing Eligibility. +CTN(s) in Local Market (Move to NBI) + +Refer to the Telegence help file: Moving a Subscriber to the NBI Market. + +14 Verify the deposit payment applied to the new CRU BAN. +15 +The customer must retain the contract associated with the CTN. If the customer was under a contract on the old BAN, verify that the contract carried over. + +If the contract did not carry over, add the same contract start and end dates back on the line in Telegence. + +Open the CTN on the Active BAN. +Select the Agreement tab. +In the Page Options list, select Contract Renewal. +Select the type of agreement the customer had on the old BAN. +Change the Start Date to match the date on the old BAN. +Enter Reason: ATM - Account Type Move. +Select OK to save. +16 +The customer may retain the Rollover Minutes if they are staying on the same rate plan. This includes moving to a newer rate plan code when the rate plan offer (minutes, overage, and rate) is the same. If the Rollover Minute balance did not move to the new BAN, move the balance by following the credit and adjustment guidelines. + +If the customer changed to a different rate plan, their Rollover Minutes cap. + +17 Note the account.",Creating a New AMB - BCSS.html, +50396,How do I enter the required information on the Contract Information screen?,"Enter the company's email domain, the Seller ID, First Name, Last Name, Phone, and Email into the required fields on the Contract Information screen, then click Next.",Creating a New AMB - BCSS.html, +50394,How long does it take for monthly bill data to display?,Monthly bill data displays 12 days after the bill cycle date.,Creating a New AMB - BCSS.html, +20044,What are the eligibility requirements for an AMB Agreement?,"Eligibility +• Available to Businesses with 1-99 employees. +• Must maintain at least 1 active CRU account during the entire two-year term of agreement. +• Minimum of 5 end-user lines on qualifying rate plans meeting the $30 or higher monthly recurring charge (MRC) requirement. • +Discounts +• To qualify for the 8% discount, customers must meet the agreement requirements. +• Service Discounting does not begin until the minimum number of users is added. +• Service discount follows a tiered service discount structure: +o 1-4 lines = 0% (Standard) +o 5+ lines = 8% (Standard) +• Compatible with all other offers for which the customer qualifies.",Creating a New AMB - BCSS.html, +50397,What is a CRU FAN?,A CRU FAN is an email containing the customer's CRU and Contoso Signature Program FANs. The CRU FAN auto-attaches to the tentative BAN.,Creating a New AMB - BCSS.html, +50132,How do I add or change a BAN Passcode?,Create an Unable to Complete Transaction Case > Other Billing System Errors. Include the name of the FAN contact requesting the addition/change and the new BAN Passcode.,CRU Account Information Changes - BCSS.html, +50126,What is required for a GBS CRU Enrollment?,"GBS CRU Enrollments do not require authorization from the current account holder. However, the AOP/TCM must confirm the OAH User or Account Name before the Enrollment. An exception is GBS CRU-to-CRU transfers to a different parent company, which requires an authorization note on the current account from the AOP/TCM with the receiving account company's name.",CRU Enrollment - BCSS.html, +50045,What is an alternate VID element that a customer may provide if they are unable to provide the CTN during the account verification process?,"An alternate VID element that a customer may provide if they are unable to provide the CTN during the account verification process is the old/new IMEI/ICCID, contact number for the newly created account, full account number, full Tax ID/FAN number, or the account/company name.",CTN Alternative Options During VID - BCSS.html, +50339,What do I do if I complete a transaction before offering the expectations?,"Ask the customer if they are aware of the billing and service impacts of the changes they are requesting. If they are aware/do not need expectations, continue with the requested transaction(s). If the customer is not aware or requests expectations, provide all applicable expectations for each transaction performed. We can go into verbal or email options for the customer. If the customer declines email, verbally review all expectations.",Customer Expectations - BME.html, +50338,What should eTeam experts do when reviewing a request?,eTeam experts should review the request to determine the transaction type.,Customer Expectations - BME.html, +10124,What does this Initial CPNI Rights Notification letter mean? ,"New Contoso customers receive an Initial CPNI Rights Notification (IRN) letter when they establish new service, advising them of their right to restrict the use of their CPNI (i.e., Opt-out of its use), and how they can exercise this right. Additionally, those who have not responded to a CPNI rights notification receive a Biennial CPNI Rights Notification (BRN) every other year (until they respond to the notification), advising them of their right to restrict the use of their CPNI (Opt-out) for marketing purposes.",Customer Proprietary Network Information (CPNI) - BCSS.html, +50232,Is there an alternate number provided to reach the *AID IVR?,"No, *AID is intended to be reached via a COU line.",Customer Support Made Simple with AID - BCSS.html, +50003,How should customers who are not authorized to cancel be handled?,"Customers who are not authorized to cancel should be referred to their day-to-day, decision maker, TCM, or AOP.",Deceased Customer Handling for Wireless - BCSS.html, +10304,What will the customer’s final bill look like once cancelled due to death?,Customers will see there are no longer installment charges for the line. A non-return fee will be charged to the account if a device is not received post-cancellation. ,Deceased Customer Handling for Wireless - BCSS.html, +10198,how do i report a stolen package for my cell phone,File a Stolen Device > Device Unblocking Request case in Clarify.  ,Device Stolen In Transit (Cannot Find a Delivered Device Accessory) - BCSS.html, +20099,how to reorder a stolen phone,"see ""procedures - how to reorder in opus"" in the article",Device Stolen In Transit (Cannot Find a Delivered Device Accessory) - BCSS.html, +50142,What is the eligibility criteria for stolen in transit replacements?,"Stolen in Transit (SIT) are shipped devices showing as Delivered or Fulfilled which the customer has not located after looking on their doorstep and checking with family and neighbors. If there are three or more device reshipments in the last 30 days, a replacement cannot be ordered.",Device Stolen In Transit (Cannot Find a Delivered Device Accessory) - BCSS.html, +50143,What should be done for devices?,"For devices, proceed to step 3.",Device Stolen In Transit (Cannot Find a Delivered Device Accessory) - BCSS.html, +50136,What is the Lost/Stolen Check Eligibility result?,Fail,Device Unlock - Back Office Team - BCSS.html, +50138,What is the process for approving an iPhone unlock request?,"Select status Approved - iPhone input Unlock Code in Device Unlock - Subsidy Tracker and send appropriate email. If the customer does not have a valid email address, use the Free Form Message function in TORCH to send a Non-Contoso SIM card or Contoso SIM card instructions. Use the note template to paste a copy of the email message into Clarify.",Device Unlock - Back Office Team - BCSS.html, +50140,What should be done if the customer does not have a valid email address?,"If the customer does not have a valid email address, use TORCH to send a text message advising of the cancellation reason.",Device Unlock - Back Office Team - BCSS.html, +50359,What are the eligibility requirements for unlocking a device purchased on an Contoso installment or term agreement?,A device purchased on an Contoso installment or term agreement is eligible for unlock when: the device has had active service for at least 60 days; the installment plan has been paid off; the contract or term agreement has been completed; and all other eligibility requirements are met.,Device Unlock Common Issues & Questions - BCSS.html, +10092,When can a customer request an unlock for a device purchased on an Contoso installment or term agreement? ,"A device purchased on an Contoso installment or term agreement is eligible for unlock when: +• Your device has had active service for at least 60 days. +• You pay off your installment plan. +o If you pay it off on your monthly bill, submit your unlock request at the start of your next statement bill period. +o If you pay it off early, submit your unlock request 24 hours after your payment. +• You complete your contract or term agreement. +• All other eligibility requirements are met: Get info about device unlock eligibility (KM1262649).",Device Unlock Common Issues & Questions - BCSS.html, +10168,Can I unlock my device? ,"Must verify full IMEI before processing Device Unlock requests. +» Update: If the device was purchased for full price at the point of sale, device can be unlocked after 60 days. CRU exceptions apply. Check requirements at Device Unlock | Common Issues & Questions - BCSS + - Use Order Track to verify date of purchase. If order is not found, check Device Lifecycle (DLC) for Retail purchases. +» Email the unlock instructions to your customer. See step 5 below. +» iTunes is no longer necessary for backup and restore for Apple device unlocks. +» Review the ineligible codes before engaging a manager for an override. +» Check for prior requests submitted online or via Clarify before creating a new case.",Device Unlock Procedures (TORCH) - BCSS.html, +50220,How do I determine if an IMEI is eligible for unlock?,"Enter the IMEI and click Run Eligibility Check. If the Eligibility Check results indicate it is eligible, proceed to the next step. If a message returns indicating it is not an Contoso device, note that we only unlock Contoso devices. If any of the codes below are returned, it is not eligible. Do not override.",Device Unlock Procedures (TORCH) - BME Device Unlock Back Office Team.html, +10344,How can custmers stop unwanted calls?,"• Prevent unwanted calls, text messages, email, and mail/letters not affiliated with Contoso. +• Stop collection calls or notices, including those sent in error, such as for a cancelled account with no balance owed. +• For users without Telegence access, use myContoso Zone or MI60 if the procedures in this article refer you to Telegence. + +Heads Up: +The Federal Trade Commission (FTC) established a national Do Not Call (DNC) Registry for consumers who want to avoid unwanted sales calls. Contoso honors DNC requests on the national and state lists. The FTC, FCC, and most state rules permit companies to call their own customers even if their numbers are on these DNC lists. +Customers who report telemarketing phone calls from other companies, and wish to be placed on the National DNC list, can register their residential or wireless numbers at either: +FTC Website: http://www.donotcall.gov +Toll-free: 888.382.1222 (TTY: 866.290.4236) from the number they wish to register +If the unwanted contact and solicitation is coming from Contoso Wired services, refer the customer to the appropriate phone number using the Directory. +Contoso Mobility cannot process these requests. ",Do Not Call Do Not Solicit (DNS) Unwanted Contact - BCSS.html, +50325,How long does it take for Contoso to stop sending telemarketing solicitations after a customer has requested to be put on the Contoso DNC/DNS list?,"It can take up to 30 days to stop receiving calls from Contoso, up to 10 days to stop receiving email and SMS marketing solicitations, and up to 60 days to stop receiving direct mail.",Do Not Call Do Not Solicit (DNS) Unwanted Contact - BCSS.html, +50323,What is the Federal Trade Commission (FTC) established a national Do Not Call (DNC) Registry?,The Federal Trade Commission (FTC) established a national Do Not Call (DNC) Registry for consumers who want to avoid unwanted sales calls.,Do Not Call Do Not Solicit (DNS) Unwanted Contact - BCSS.html, +20018,"If the call drops and I'm taking with the customer, what are the callback hours?","Callback hours are 8 a.m. to 9 p.m., in the caller's time zone, even if you were just speaking with them outside of these hours. +Calling the customer for troubleshooting: Follow Troubleshoot While Customer is on a Wireless Device or Device Not Available. +Create a Clarify Commitment to contact the customer within 24 hours, except for Enhanced Care, if they are unavailable or outside of the callback hours.",Dropped Call Caller Not Present - BCSS.html, +10036,"If the call drops while I'm speaking to the customer, what should I do?","Immediately attempt to call back a verified customer. Note the account with the contact number used to reach the customer along with the action taken. For example, Caller was not reached, left voicemail, or caller was reached and what happened. If the callback does not happen immediately, verify the caller has not called back by checking Clarify notes. If the caller has already called back in, no further action is required. Leave a detailed note in Clarify about your attempt to call the customer back.",Dropped Call Caller Not Present - BCSS.html, +50279,What should you do if a customer places you on an extended hold or walks away from the phone without returning?,"If a customer places you on an extended hold or walks away from the phone without returning, do not attempt a callback. Continue to the next step in the process. Complete the needs, tracks, and notes for the customer interactions up to the disconnect and any tasks completed after the disconnect.",Dropped Call Caller Not Present - BCSS.html, +40123,Can a Business customer restrict their End Users from activating a second line on a DSDS capable device?,"Mobile Device Management (MDM) will not be able to restrict access to the eSIM until sometime in the future. As a result, Business customers will be responsible for managing the use of a DSDS capable devices via internal policies and procedures.",Dual SIM Dual Standby (DSDS) - BCSS.html, +40125,Can a customer activate the CTNs with different carriers (domestic and international)?,"Yes, if the device is unlocked following normal device unlock policy.",Dual SIM Dual Standby (DSDS) - BCSS.html, +40124,Can a FirstNet customer use a Dual SIM device? ,"FirstNet customers who activate a DS device need to be advised of the potential connectivity interference detailed below. The LG G6 Duo should not be used for FirstNet service. Dual SIM capability can interfere with FirstNet connectivity. The customer will not be able to access FirstNet connectivity when a call is in progress on the non-FirstNet SIM. If the customer selects the non-FirstNet SIM as the SIM to receive data, then all data is sent and received using the that SIM's configuration - not the FirstNet SIM's configuration. This could potentially cause the customer to exceed their personal data plan.",Dual SIM Dual Standby (DSDS) - BCSS.html, +10156,Can I use the same device for both of my numbers? ,"Dual SIM / Dual Standby: +» Dual SIM: 2 SIMs on 1 device. A combination of physical and/or eSIM, depending on the device. + - eSIMs may be installed via the Internet or scanned by QR code. + - For more information on eSIMs, see Electronic SIM (eSIM). +» Dual Standby: Both SIMs are active on the device and on standby at the same time. Not all Dual SIM devices may be Dual Standby. +» Each activated CTN requires its own rate plan and features. +» Features work independently per CTN (such as call forwarding, call waiting). +» Each CTN can be on a different BAN; Authenticate each BAN separately.",Dual SIM Dual Standby (DSDS) - BCSS.html, +40120,How do I know which CTNs the customer has active on the device?,Ask the customer what other lines they have associated to the device. Using DLC only shows you the last active CTN used on each of the IMEIs. These may not be all the CTNs the customer has activated. Asking the customer prevents you from divulging Personal Identifiable Information (PII). Always authenticate each BAN separately based on the account type rules before accessing the BAN.,Dual SIM Dual Standby (DSDS) - BCSS.html, +40121,How is the customer billed if the device is active across different BANs?,Charges are applied to the BAN the CTN is associated with as normal. Each line of service is its own entity with a separate rate plan and feature.,Dual SIM Dual Standby (DSDS) - BCSS.html, +40122,Is personal and business information stored on the device separately?,No. Customers should consider this and their company rules when using this device for personal and business use.,Dual SIM Dual Standby (DSDS) - BCSS.html, +40126,What's different about device protection with DSDS devices?,Only one CTN associated with the device should be enrolled.  Do not enroll multiple CTNs on a DSDS device. Replacements: eSIM DSDS devices: Activation will need to be completed by Contoso ProTech Support Physical SIM DSDS devices: Activation of a replacement follows the normal process.. ,Dual SIM Dual Standby (DSDS) - BCSS.html, +50369,What markets is the LG G6 Duo available in?,"The LG G6 Duo is available in select Retail and Authorized Retail locations in the following markets: Great Lakes, Los Angeles, Northern Texas, Northern California, South Texas, and Southwest.",Dual SIM Dual Standby (DSDS) - BCSS.html, +50262,How do I activate an eSIM for a Samsung Galaxy Watch 3/4/4 Classic?,"Beginning November 16th, 2021, Samsung Galaxy Watch 4/Watch 4 Classic customers who have updated to the latest software (software released 11/15/21) are able to activate using standard Contoso eSIM. Beginning December 7th, 2021, Samsung Galaxy Watch 3 customers who have updated to the latest software (software released 12/07/21) are able to activate using standard Contoso eSIM. Sell the customer a rate plan for their watch. If prompted to enter SIM information, instead enter/scan the device EID in the field provided. Proceed with/complete activation as normal in OPUS. Instruct the customer to go through NumberSync set up using the Gear application on their smartphone.",Electronic SIM (eSIM) - BCSS.html, +50263,How do I activate an eSIM on my Samsung Galaxy Watch Active 2?,Sell the customer a rate plan for their watch. When prompted to enter SIM information/ICCID from customer’s eSIM card (obtained via Contoso Retail (company-owned) locations or rep-assisted direct fulfillment). Proceed with/complete activation as normal in OPUS. Instruct the customer to go through NumberSync set up and scan the QR code (located on the eSIM card) when prompted in the Gear application on their smartphone. During this process the eSIM is first downloaded to the smartphone (ensure smartphone data connection) then installed on the watch via it’s Bluetooth connection to the phone (ensure Bluetooth is enabled).,Electronic SIM (eSIM) - BCSS.html, +20075,How do I activate existing equipment on this line? ,"Customers who activate a BYOD/COAM device which is eSIM compatible can complete activation immediately after T&C acceptance without awaiting shipment (device unlock requirements apply). +Follow procedure specific to equipment type: + - Apple + - Pixel 4 + - Samsung",Electronic SIM (eSIM) - BCSS.html, +10150,What is an eSIM? ,"An eSIM (electronic SIM) is a piece of software installed on wireless devices which acts as a virtual SIM card. eSIMs perform the same function as a physical SIM and can be delivered to customers in the form of a file download, over the Internet – right from the customer's wireless device. +eSim can be activated using 2 different methods: +1. EID also referred to eSim standard activation or +2. QR code also referred to as eSim Activation Card/QR code.",Electronic SIM (eSIM) - BCSS.html, +10206,can i email a W-9 form to a customer?,Use links to open the desired form and download to email customers. ,Emailable Customer Forms.html, +50086,What is the timeframe for customers to exchange equipment via the mail?,Customers who call within 30 days of the purchase date for CRU and 14 days for Contoso Signature Program and non-FAN CRU have an additional 30 days from the date they call to return the equipment.,Equipment Exchange - BCSS.html, +50087,What should the customer do to keep track of their return?,"The customer should retain the return label email or copy the 24-digit tracking number from the postcard, in case tracking of the return is necessary.",Equipment Exchange - BCSS.html, +10320,Can I discount equipment?,"Customers associated with a FAN may be entitled to equipment discounts, which can be located on the FAN profile. + +OPUS automatically factors in the customer's equipment discount, unless the Offer Element in ROME is flagged as manual intervention. If flagged for manual intervention, review FaST for profile pricing and manually discount the price. + +Profile equipment discounts: These discounts are always taken off the National Contract Reference Price (NCRP), also known as the no-commitment price: +Profiles may also contain equipment-specific pricing that is not eligible for percentage-off or dollar-off discounts. +Custom Pricing Requests: Sales submits as a ROME change request. Individual Case Basis (ICB) reviews the case. If approved, the price is noted in the profile: +The profile must reflect custom pricing before applying it to the order. +All CRU customers with a FAN are eligible for contract pricing as long as they are enrolled onto an eligible CRU FAN (AMB, etc.). +SB CRU/Non-FAN customers are eligible for Next only or non-commitment pricing. +When quoting equipment prices under approved circumstances as identified in the Equipment Price Quotes section above, compare the equipment grid price to the customer's profile price (if applicable) and provide the better price of the two. + +Reminders: +Consider any eligible rebates, promotions, or profile-equipment discounts when determining the equipment grid price: +Rebates, promotions, and profile-equipment discounts cannot be combined. +Profile-equipment discounts (percentage-off discounts and dollar-off discounts) are always taken off the NCRP. +If equipment is discounted to $0, the customer may be required to pay taxes based on the CTN's primary place of usage (PPU) address. +Example: ACDA CRU customer is requesting a Samsung Galaxy and is eligible for EBS two-year price.",Equipment Pricing Policy - BCSS.html, +50043,What happens if a customer is eligible for both a discounted upgrade price and a promotion on the same device?,The customer receives both.,Equipment Pricing Policy - BCSS.html, +10134,Can I get a return label for my device? ,"Use Order Track, rather than the biller, to determine the number of days since the equipment was shipped or purchased in store. +» Equipment must be: + - In like-new condition with no physical or liquid damage (includes Contoso Certified Restored equipment from wireless.att.com and orders) + - In the original packaging* accompanied with a receipt: + * Original packaging may have the UPC code cut from the box for rebate purposes. + * If only the manufacturer's box is absent, all original contents can be returned in another box. + - A device that was an out-of-box failure (OBF)",Equipment Returns - BCSS.html, +20067,Has my equipment return been received yet? ,"To Check Status of a Return +1. Use Pitney Bowes - Track a Return. +2. Enter the RMA or Tracking Number. +3. Hit Search. +4. Results will display on the screen.",Equipment Returns - BCSS.html, +50036,How can customers return their phone and get a refund?,"Customers who call within 30 days of the purchase date for CRU and 14 days for Contoso Signature Program and non-FAN CRU and opt to return equipment in the mail, have an additional 30 days from the date they call to return the equipment and still get a refund. The customer must include the original manufacturer's box and packaging, and the original invoice/order confirmation with the return.",Equipment Returns - BCSS.html, +50032,What is the return policy for devices purchased at closeout prices?,"Equipment sold at the closeout price is considered final. Customers purchasing a device sold at closeout pricing are not eligible to exchange for a different device except dead on arrival (DOA) or OBF. Closeout equipment can be returned if the service is being cancelled, for new activations, or if an existing customer wishes to return to their previous or COAM device.",Equipment Returns - BCSS.html, +50236,What is the daily shipping window for next day delivery?,"The daily shipping window for next day delivery is by, or before, 4:00 p.m. ET.",Equipment Upgrades Ordering - BCSS.html, +50361,What happens if the line is cancelled?,Credits cease and device balance is due.,Expired - 50% Off Tablets and Connected Laptops - BCSS.html, +10334,When did the 50% off tablets and connected laptops discount expire?,"The promotion expired Septemeber 9, 2021. There are current promotions available for tablets and connected laptops. The Up to 50% off select tablets and connected laptops offer relaunched with the Samsung Galaxy Tab A7 Lite and Samsung Galaxy Tab A7 Lite Kids Edition. New lines only. +The promotional credits are applied in monthly installments over the installment plan period. +Credits start within 1-3 bill cycles after activation. +The customer is responsible for the full monthly installment payments until credits start. +The first credit covers credits missed during the processing period. +Customers are responsible for taxes on the full retail price & activation fees.",Expired - 50% Off Tablets and Connected Laptops - BCSS.html, +50300,What happens if a customer pays their bill in full?,The credits will start to apply in up to 3 bill cycles. Late fees may apply if the bills are unpaid. The customer must pay installments until then.,Expired $300 Off Tablets & Watches w Trade-In - BCSS.html, +50301,What is the process for customers trading in devices and purchasing new lines or upgrades?,"Customers who purchase eligible devices during the active offer dates and then make exchanges within their 30-day BRE are still recognized for the offer. If the customer exchanges to a qualifying device, the automation will transfer the promo credit. If the customer exchanges to a non-qualifying device, they will receive value instead of promo value. CPC will provide reporting to HYLA so HYLA can issue reward card value. If the customer returns or cancels their new line/upgrade purchase, they will receive value instead of promo value and CPC will provide reporting to HYLA so HYLA can issue reward card value.",Expired $300 Off Tablets & Watches w Trade-In - BCSS.html, +10356,When did the Contoso Wireless Broadband Device Offer for BCSS expire?,This offer expired 2/23/22. ,Expired Contoso Wireless Broadband Device Offer - BCSS.html, +10136,How many devices can I set up on my Contoso Wireless Internet (AWI) service? ,"AWI device includes 2 radios (one 2.4GHz and one 5GHz). + - Wi-Fi connectivity is based on a maximum of 20 connected devices per radio. + - Not all Internet-capable devices are compatible with the 5GHz radio.",Expired Contoso Wireless Internet (AWI) - BCSS.html, +50171,Is the AWI router compatible with the 5G/5G+ wireless network?,"No, the AWI router is not compatible with the 5G/5G+ wireless network; it only works with the LTE wireless network.",Expired Contoso Wireless Internet (AWI) - BCSS.html, +10336,When did the iPhone XS 64GB for $599 promotion expire?,The iPhone XS 64GB for $599 expired in 2022. There are current promotions available for the iPhone SE 3rd Gen (202) for $480 or $10 per month.,Expired CRU Only Buy the iPhone XS 64GB for $599 - No Commitment Required.html, +50021,What should be done if an exchange is made from an eligible phone/device to an ineligible phone/device?,The exchange should be stopped.,Expired FREE Moxee Mobile Hotspot Offer - BCSS.html, +10386,When did the free Moxee Mobile Hotspot offer expire?,"End of life was November 20, 2022. ",Expired FREE Moxee Mobile Hotspot Offer - BCSS.html, +10362,When did the $150 bill credit promotion expire for business customers?,"This promotion expired January 6, 2022. ",Expired Get $150 in Bill Credits When You Bring Your Own Device to Contoso - BCSS.html, +50094,What is a countable charge?,"Countable charges are the amount to which the customer's FAN discount is applied, based on the customer's discount program.",FAN Based Discounting Reports - BCSS.html, +50153,Who can request changes to the Foundation Account Number (FAN)?,"Only the DD, DM, or TCM can request changes to the FAN.",FAN Profile Updates - FaST - BCSS.html, +50168,How can I access FaST?,"FaST is accessible from Knowledge Management Link Center and OPUS. To obtain logins, follow your center's existing system access process.",FAN Search Tool (FaST) - BCSS.html, +10052,What can I use FaST for?,"Use FaST to view FAN profile details including: +Account Team Members +Authorized FAN contacts +Contract information +FAN discounts",FAN Search Tool (FaST) - BCSS.html, +10398,What is the process for FAN moves and changes?,Use the Business Customer Services Request Form. ,Foundation Account Number (FAN) Moves and Changes - BCSS.html, +50125,How can you protect the customer's account from fraud?,Follow the Fraud Call Out Policy and submit a Fraud Equipment Fraud Referral clarify case to include which method was used to validate the customer and any red flags or other suspicious behaviors that were observed.,Fraud & Social Engineering Call Handling Procedures - BCSS.html, +20125,How to cancel an unauthorized online order,"Cancel an order from Common Repository + + +Use this flow to cancel the order if you cannot locate the order under Pending or if the cancel option is not available. +1. Click Status & Eligibility > Order Management Search. +2. Click Search Common Order Repository at the bottom of the page. +3. Enter an Order ID in the Order Number field. +4. Click > to open Order Details. +5. Click Cancel Order. +",Fraud & Social Engineering Call Handling Procedures - BCSS.html, +10250,how to handle an unauthorized online order?,"Unauthorized Online Orders +Follow these steps when a customer says an unauthorized online order has been placed: +1. Confirm the unauthorized online order. +2. If possible, Cancel the order Managing and Viewing Orders - OPUS – Business. +3. Access the Mobility Fraud Referral Form in Link Center. +4. Submit a referral providing all the required information, including a good contact number for the customer. +5. Assure the customer Fraud will review their case and contact them within 48 hours. +6. Urge the customer to immediately change their online account password. +7. Advise the customer there is no need to call back into the Fraud queue for an update. Fraud will contact them within the time frame specified. +",Fraud & Social Engineering Call Handling Procedures - BCSS.html, +50124,What should I do if I suspect fraud or social engineering?,Follow the procedures outlined in Fraud and Social Engineering - BCSS.,Fraud & Social Engineering Call Handling Procedures - BCSS.html, +30125,where do i locate fraud notes?,"1. Review FaST hot notes and general notes section: +o The following statement appears on FANs with repeat fraud activity: [Date note is applied] - Fraudulent attempts have been made on this FAN. Read all BAN notes and directions in the profile, and follow the Fraud Call Out Policy in order to protect the customer's account - FRAUD. +2. Use Clarify to note accounts. On the Important Information screen, view Flash Messages for notes before proceeding with any action: Example: Suspected Fraud - transfer to the Fraud Group. +o Clarify notes map to the billing systems at the account level, not the mobile level. +2. +o View notes in the biller when Clarify is unavailable. +3. Look for Special Instructions/Priority Notes in the biller. TLG special instruction: +1. Open the BAN. +2. Click the SP Instruct box and review the notes. +4. In TLG, retrieve the account and review the general notes. Then sort the notes to see those specific to fraud: +1. Click the Open icon. +2. In the Level box, select All. +3. Enter GEN for the Category and FRUD for the type. +4. Click OK. Fraud notes display. +",Fraud & Social Engineering Call Handling Procedures - BCSS.html, +10096,What are fraud red flags?,"Social Engineers are skilled at manipulation and mimicking legitimate customers. Red Flag behaviors are clues that the caller may not be legitimate. Do not call attention to red flag behaviors – remember they learn from every call and adjust their behavior on future fraudulent attempts. Pay extra attention especially when multiple Red Flag behaviors are observed during an interaction. + +What You See +• Fraud Hot Notes appear on the account. +• e-mail address(es) changed and the caller unable to verify an SMS One Time PIN. +• Numerous calls in a short period of time where the caller: +o Made the same request and prior representatives did not process the change. +o Disconnected before the call was answered. +o Voluntarily disconnected + +What You Hear +• Gender mismatch between caller voice and name provided. +• Small mistakes – misspelling/mispronouncing a name, or providing answers to questions that do not make sense or match the account. +• Using the names of high-level officers to intimidate. +• Claims that they work in an Contoso Retail store, or are Sales personnel. +• Requests for system names, procedures being followed. +• They provide an ATTUID/Sales Code and claim the system is down and they need to verify account information. +• Multiple excuses for why they cannot be verified as required by policy. +• Other calls to Contoso or other carriers seem to be going on in the background (the caller may be rep shopping). + +How They Act +• Avoid processes that require additional authentication, such as resetting their PIN. +• Suddenly become impatient or rude while changes are being performed. +o This elevated sense of urgency is intended to rush the representative around following policy steps. +o They may attempt to escalate to a manager so that agents feel more pressure to comply with their requests. +• Caller seems distracted - like they are possibly on other calls. +• Do not want replacement items ordered or shipped, they have them in hand already. +• Unconcerned with device, accessory, or feature costs or choosing an appropriate plan. +• Request to ship to a different address. +• Try several credit cards when placing an order.",Fraud and Social Engineering - BCSS.html, +50090,What is Social Engineering?,"Social Engineering is a customer and company affecting practice that involves obtaining confidential information by manipulation of legitimate users, including Business representatives. Social Engineers use the phone or Internet to trick customers and store/call center representatives into revealing sensitive information or doing something against policy.",Fraud and Social Engineering - BCSS.html, +10026,What are the validation steps for a new mobility service application?,"New Mobility Customers +1 If the request is from the customer/ business, continue to the next step. + + If the request is from a third-party sales consultant (individual doing business on behalf of the customer/business), engage your sales manager to complete all the steps listed below. +• The sales manager must notate the person they spoke to at the business. +2 Business name and address must be validated on at least 2 of the Internet Screening Sites listed below. Be sure to notate which sites were used for validation. +• 411.com - Enter the business name and state or ZIP Code it is in the search field. +• Dun & Bradstreet - Enter the business name and state it is in the search field. This site only displays the business address. +• Google - Search for the business name in the center of the screen. +• Hoovers - Search for the business name in the upper-right corner. +• Manta - Search for the business name in the upper-left corner. +• SOS Business Search - Click on the state in which business is located and then under number 1 click the Secretary of State link for that state and enter search information. +• SOS Texas Comptroller of Public Accounts - Search by the customer's 11-digit Tax ID or the business name. +• Yellow Pages - Enter the business name and state, address, or ZIP code in the search field. If the address does not match, ask the customer if another address is associated with the company; the billing address and physical address may be different. +3 Complete the verification steps. + Scenario: Business is found on 2 screening sites or has existing active & fully installed wireline (IPBB/ POTS) service at the provided address. +1. Ask for permission to place the caller on hold to verify their company information. +2. Use the phone number on the Internet screening site used for validation (Step 2) to call the business. +• If there is no answer or voicemail picks up (do not leave a message), refer to the no answer/voicemail picked up scenario. +3. Ask to speak to the contact who manages the purchasing of wireless services. If there is confusion on who that would be, ask for the business owner. +4. Ask if the business applicant has authorization to purchase telecom services for the company. +• If the caller has authorization to purchase for their company proceed with the order. +• If the caller does not have authorization to purchase for their company, refer the caller back to the company for further assistance. Do not provide any company contact names or the name of the person you spoke with at the business contact number. +5. Create New Tentative BAN and notate the 2 screening sites used to verify the business on the Tentative BAN. +6. Proceed with the order. Systematic Enhancements in Opus will now flag orders that meet specific criteria. +• The Business Fraud Check Sharepoint is being retired. Validation steps will now be completed in real time with the Global Fraud Team as directed in Opus. +• See Security Alerts - OPUS / Telegence . + Scenario: Business is not found on 2 of the screening sites, address was not verified, or there was no answer/voicemail picked up. +• Advise the caller: I am unable to verify the business information. Please go to an Contoso Retail store with 2 of the following items: +o Articles of Incorporation +o Federal Tax ID Certificate +o Business license +o Business insurance policy/bill (property or liability) +o Financial or bank statement +o Checkbook with attached unused checks printed in business name +",Fraud Verification Process for Add-A-Line & New Mobility Customers - BCSS.html, +20013,What are the validation steps for an add a line application?,"1 Complete a one-time PIN validation. See One-Time PIN - BCSS. (Enhanced Care is not required to send a One Time PIN for Add-A-Line) +• Wireline Centers (External): See One-Time PIN - BCSS +o If Clarify/Telegence/Torch is unavailable: +1. Generate a random PIN using Link Center - Request Token Authentication Code . Use the last 4 digits of the Token Code as the PIN. +2. E-mail the PIN to the AOP/TCM’s e-mail address listed in FaST. E-mail address must be on file for at least 30 days. +3. Ask the customer to read the PIN back to you. + If the customer correctly verifies the PIN, continue to the next step. + If unable to correctly verify the PIN, the customer’s request cannot be completed. +2 Systematic Enhancements in Opus will now flag orders that meet specific criteria. The Business Fraud Check Sharepoint is being retired. + Validation steps will now be completed in real time with the Global Fraud Team as directed in Opus. See Security Alerts - OPUS / Telegence3 The shipping address must match the billing address. + In rare situations, when shipping to an alternate address is required, follow alternate shipping rules found in Shipping Rules and Guideline.",Fraud Verification Process for Add-A-Line & New Mobility Customers - BCSS.html, +10174,Can I get help with the Fraud Referral Form? ,"Global Fraud Referral Form Assistance Process +Customers/victims who call into the mobility fraud inbound queue are referred to the Online Fraud Referral Form but do not have access to the internet (or are not able to complete the online form on their own) will need assistance with completing the form. This article documents the process for completing and submitting the online referral form on behalf of these callers.",Global Fraud Referral Form Assistance Process - BCSS.html, +50054,What is the definition of a grandfathered rate plan or feature?,Grandfathered rate plans or features are no longer active and available for customers to select. Customers with grandfathered or expired rate plans or features at the time of retirement continue to keep these until making a change.,Grandfathered or Expired Rate Plans and Feature Requests - BCSS.html, +10202,what is the process if customers rate plan was changed without their knowledge?,"Changed without customer knowledge (excludes upgrades) + +Review the following to see if there is any supporting documentation for re-adding the rate plan: + + TLG notes + CSS + Contract (FaST) + +Example: During the IMEI change, the customer rate plan was changed. This customer is eligible. Eligible with supporting documentation within 30 days.",Grandfathered or Expired Rate Plans and Feature Requests - BCSS.html, +50374,What type of unlimited plan can a customer retain if they move from a CRU account to an Contoso Signature Program (SIG) account?,Customers are not allowed to add an unlimited international data plan for SIG customers. They must select a current smartphone data plan (tiered data).,Grandfathered Unlimited Smartphone Data Plans - BCSS.html, +50377,When did Contoso stop offering unlimited data plans?,Unlimited data plans were grandfathered in June 2010.,Grandfathered Unlimited Smartphone Data Plans - BCSS.html, +10262,how do i track a non-Contoso customer in clarify?,"1. Request a contact number from the caller. +2. For customers who are unable to provide a contact number, use 666.288.2255 in the field. +3. Select Non-Contoso Mobile in the Search Criteria drop-down on the Clarify home screen. +o Enter the contact number in the Non-Contoso Mobile field and select Search. +4. Proceed with assisting the caller and document the interaction, if results are returned. +5. Select Save and proceed with assisting the caller and document the interaction. +",Handling a Non-Contoso Mobility Caller - BCSS.html, +20131,potential customer wants pricing but doesn't want to provide a contact number,"Scenario: A potential customer has a question about our price plans, but does not want to provide a contact number or information. Solution: 1. Retrieve the non-Contoso contact number of 666.288.2255 and document the interaction. +2. Enter the caller information in the notes field.",Handling a Non-Contoso Mobility Caller - BCSS.html, +10208,what is the difference between silent and mute,"Appropriate examples of when to use a silent hold include, but are not limited to: +Researching an account/issue +Completing a transaction +Avoid using mute when a silent hold suffices. Appropriate examples of when to use mute: +Nearby meetings that may distract the customer +Loud floor discussion in your area +Unexpected noise (such as, coughing or sneezing)",Hold and Periods of Silence - BCSS.html, +20104,what is the max hold time?,"Hold Duration: + +Up to 2 minutes. +Check back with the customer after the initial hold and set proper expectations for any necessary additional hold times. +When additional hold time is necessary, continue to check back with the customer within 2 minutes of each hold. ",Hold and Periods of Silence - BCSS.html, +50161,How can a customer check if their device is on the Contoso network's blacklist?,"The customer can check if their device is on the Contoso network's blacklist by entering the IMEI into the COAM Assistant tool, which is located in Link Center.",IMEI Change - BCSS.html, +50160,What are COAM activations?,"COAM activations are a device branded by another carrier the customer is activating on Contoso service, or a device purchased at full retail price or where the contract period is completed.",IMEI Change - BCSS.html, +50162,What should be done if the current rate plan or features are incompatible with the new device?,Select another plan or features on the Change Plan and Features window. Helpful resources include iPhone Rate Plan Requirements Overview - BCSS and Smartphone Voice and Data Plan Requirements - BCSS.,IMEI Change - BCSS.html, +10372,"If a test call to the customer is unsuccessful, can I place another test call?","Yes, check back with the customer and attempt another test call. Follow all hold guidelines. ",Incoming and Outgoing Test Call Guidelines - BCSS.html, +20186,"If the customer is suspended a line, do I need to place a test call?","Yes. Ask the customer permission to place a test call, make the test call and follow all hold guidelines, return to the original line to complete the call. https://attone.my.salesforce.com/lightning/articles/Knowledge/incoming-and-outgoing-test-call-guidelines---bcs",Incoming and Outgoing Test Call Guidelines - BCSS.html, +50011,How can customers start using International Day Pass on AeroMobile enabled international flights?,"Customers should add International Day Pass to their line prior to takeoff. Once the AeroMobile cellular network is available, the customer registers on the network and receives a text message from Contoso that IDP applies on their flight.",International Day Pass for Business - BCSS.html, +50012,How do I check if my airline/flight is eligible for International Day Pass?,You can check if your airline/flight is eligible here https://www.aeromobile.net/airlines/.,International Day Pass for Business - BCSS.html, +10016,What countries are eligible for the International Day Pass?,See att.com/globalcountries.,International Day Pass for Business - BCSS.html, +50009,What is the Canada Roaming Bonus Save offer?,The Canada Roaming Bonus Save offer is not compatible with IDP.,International Day Pass for Business - BCSS.html, +20008,What is the daily fee for the International Day Pass?,"Once IDP or IDPBM is added to a device, the daily fee is charged, plus taxes and fees, when the device is used in an IDP/IDPBM country. +IDP - $10 a day for each line on the account. +Example: 7 lines on the same account incur an IDP fee on the same day. Customer will be charged $10/line for all 7 lines. +IDPBM – $10 a day for at least 1 line on the account; $5 a day for up to 4 other lines on the account when charged a daily fee on the same calendar date. +Example: 7 lines on the same account incur an IDPBM fee on the same day. Customer will be charged $10/line for 3 of the lines and $5/line for the other 4 lines (which is the maximum allowed at the reduced daily fee).",International Day Pass for Business - BCSS.html, +50013,What should I do if I need more time to complete the activity?,"If you need more time, reply YES to restart the activity.",International Day Pass for Business - BCSS.html, +10364,How to dial international calls while traveling?,"Dial the + sign or 011 - country code - number. This dialing string is required for all countries, except those in the North American Numbering plan. For these countries, it is not necessary to dial the + sign or 011 to place an international call from the U.S. For more information and specific dialing information, see Country Calling Codes. ",International Dialing Instructions - BCSS.html, +10142,How do I make an international call? ,"1. Verify Feature is Provisioned +2. Confirm the customer's eligibility +3. Add/Change Feature +4. Set Expectations",International Long Distance - BCSS.html, +20071,How much does it cost to send international text messages? ,"From the U.S. - International LD Messaging feature +» Sending - International text messages sent from the U.S. do not draw from a customer's domestic messaging plan: + - After included international messages are exceeded, billing is as follows: + * Text - $0.25 per message + * Picture/Video - $0.50 +» Receiving - Messages received from an international number are billed at the domestic PPU rate or deducted from the domestic messaging package. ",International Long Distance - BCSS.html, +50024,What is included with the International Long-Distance Dialing feature?,"Per minute calling rates, data, and messaging allowances and the cost for overages.",International Long Distance - BCSS.html, +50405,How do I access international roaming services while traveling?,"To access international roaming services while traveling, you must have an International Roaming feature enabled on your account. You can contact your service provider to check if this feature is enabled on your account.",International Roaming - BCSS.html, +10366,When did the Protect Advantage price increase?,"New benefits and price increase started on October 5, 2022. ",Legacy Protect Advantage Program Price Increase - BCSS.html, +10162,Can I take my number to another carrier? ,"Contoso Mobility customers can port their number to other telecommunication service providers such as wireless, wired, cable, or Voice over Internet Protocol (VoIP). Customers must initiate the port-out request with the new service provider (NSP). The port-out request can be accommodated without the customer calling in to Contoso Mobility to request the cancellation. +All numbers serviced by Contoso Mobility may port-out, as long as the NSP determines that the number is eligible to port to their network. Hotlined Contoso PREPAID and Free2Go account customers are also eligible to port. +Customers under contract with Contoso Mobility are allowed to port. +- Early termination fees (ETFs) are charged, unless the port-out occurs within the buyer's remorse (BRE) period and the equipment has been returned. +- The monthly MRC is pro-rated depending on when the port-out occurs within the billing cycle.",LNP (Number Transfer) Port-Out - BCSS.html, +50202,What is the Telecommunications Act of 1996?,The Telecommunications Act of 1996 is a federal law that requires service providers to protect customer proprietary information.,LNP (Number Transfer) Port-Out - BCSS.html, +10148,Can I suspend service for a lost or stolen device? ,"Set Expectations: +1. Effective Date +2. Length service is suspended +3. Billing Responsibilities +4. Voicemail +5. Contoso Protect Advantage +6. Block a stolen device or Opt out of blocking device option",Lost or Stolen Equipment - BCSS.html, +50178,What calls qualify for a Loyalty offer?,"Loyalty offers can only be made when you receive the appropriate call type such as at risk caller, cancel requests/red flags, account number, competition, contract end date, device unlock, downsizing/cutting back, early termination fee, equipment issues (damaged, lost/stolen), installment payoff, or port-out inquiries. The offer and CTN in question must also match.",Loyalty Team Hub (Small Business).html, +50177,What is the Snapshot tool?,"Snapshot is an at-a-glance view of key account information and customer interactions with Contoso over a 30-day period. It includes over 200 data elements from 35 systems, providing a clear view into the customer's recent Mobility interactions.",Loyalty Team Hub (Small Business).html, +10230,Can military members cancel their service if they receive orders overseas or outside of Contosos coverage area?,"Yes, the Service Members Relief Act provided parameters Contoso must follow when a Department of Defense member is given orders overseas or outside of Contoso's general coverage area. The act was amended in 2021 was amended to allow cancellation of service for Military servicemembers who suffer a catastrophic illness or injury while in military service or on military duty. ",Military Cancellation - BCSS.html, +50349,What should the customer do if they are unable to verify their SSN in the DoD database?,"The customer must submit a copy of their deployment orders and/or POA via any of the methods outlined in Correspondence Options. If the orders are confidential, they can blank out any confidential information such as location of deployment, but their name must be legible. They have 14 days for Contoso to receive a copy of their orders and/or POA. If orders are not received within 14 days, the service is cancelled and the wireless number may be lost. The remaining installment balance is charged if under an installment plan, and an ETF is assessed if the service is under contract.",Military Cancellation - BCSS.html, +20115,Who is eligible for military cancellations?,"Customers associated to the following organizations may qualify for Military Cancellation: +Commission Corps of National Oceanic and Atmospheric Administration (NOAA) +Commission Corps of Public Health +Merchant Marines +Military members and their spouses either personally or via POA: +Air Force, Army, Coast Guard, Marine Corps, National Guard (called to active duty), & Navy +Organized Militia called into active service by the State Governor +State Military Forces +Active service members in training (example boot camp) +Dependents of members of the above organizations",Military Cancellation - BCSS.html, +10368,What is the process for applying missing promotional credits?,"Validate eligibility criteria before submitting an escalation. +• Device(s) purchased within the promotion period. +• At least 3 billing cycles passed since the purchase. +• Account/CTN in good standing +• If DIRECTV/U-verse TV Requirement: BCSS does not have visibility to validate; ask if they have active or new TV service. If yes, submit. +Submit an escalation if: +• All parameters met but credits haven't started, and 3 bills have printed. +• Customer: +o Was placed on an incorrect Contoso Next installment plan (all other parameters met). +o Purchased in the buyer's remorse (BRE) period before start of promotion (all other parameters met). +o System issues prevented the transaction from occurring in the promotion time frame. +• Use the Missing Promotional Credit option within ICU Case Builder in the Link Center to send all the required information to your manager or team lead. +o Use the backup manager field to send to the email of the team lead. +• Business Promotion Support Team works to ensure the credits apply on the following bill cycle. +Set Expectations: +• Request will be reviewed to identify the root cause of the credit issue. +• Requests are submitted in weekly batches. +• Service Level Agreement (SLA) is 3-4 weeks. +• Due to the timing of bills, credits may appear on the second bill after submission. ",Missing Promotional Credit Handling - CRU - BCSS.html, +40127,Can a customer service representative add the hotspot SOC to a customer's line of service if requested?,"Yes, depending on level of access.",Mobile Hotspot Data Management on Select Business Unlimited Plans - BCSS.html, +10298,What happens when a customer's mobile hotspot device reaches 100% of its mobile hotspot data allotment?,"A device that has reached 100% of their MH allotment in a billing cycle can expect speeds slowed to a max of 128Kbps for the rest of the bill cycle: +Web sites will load very slowly and can affect the performance of data-heavy activities such as interactive gaming will significantly be impacted. +Audio and video streaming, picture and video messaging, apps and services, as well as other data usage will all be impacted and may not be fully functional or work at all. +Viewing a Web page or checking e-mail will still work but will be slowed to 128Kbps. +Mobile Hotspot data speeds will resume on the first day of the next bill cycle. ",Mobile Hotspot Data Management on Select Business Unlimited Plans - BCSS.html, +20149,What is a personal mobile hotspot?,"Contoso Unlimited plan customers get personal mobile hotspot capability on smartphones/tablet devices. It provides instant access to the Internet over Contoso's mobile broadband network for devices like laptops, tablets, or other smartphones. Mobile hotspot is also referred to as tethering.",Mobile Hotspot Data Management on Select Business Unlimited Plans - BCSS.html, +40128,Will a customer be able to see their MH usage on their monthly billing statement?,"Yes. Once a customer's lines are updated with the tracking MH SOC, the usage will be presented on the customer's bill for the next billing cycle.",Mobile Hotspot Data Management on Select Business Unlimited Plans - BCSS.html, +10108,How can I compare the customer's existing rate plan with current plans and offers? ,"Mobile Sales Tool (MST) - Quick Quote: Easily compare all the mobility plans we offer and apply promotions. choose a plan for each phone line, and generate a quote.",Mobile Sales Tool (MST) - BCSS.html, +20054,How can I create a quote with our current plans and offers for the customer? ,"Mobile Sales Tool (MST) - Quick Quote: Easily compare all the mobility plans we offer and apply promotions. choose a plan for each phone line, and generate a quote. +Mobile Sales Tool (MST) - Contoso Installment Calculator: Compares smartphone installment plans to see the difference in monthly payment amounts, upgrade, and pay-off dates.",Mobile Sales Tool (MST) - BCSS.html, +50250,How can I switch languages in MST?,You can switch languages by clicking the icon Espanol or English in the bottom left corner of the site.,Mobile Sales Tool (MST) - BCSS.html, +10332,What does My Promise cover?,"You are empowered to do what is required to provide the best experience for our customers. +With this empowerment, you are responsible for exercising good judgment and common sense. +Balance customer satisfaction with company profitability. +Account Notes +If you make an exception, your account notes need to support your reason. Do not merely note that you took a particular action per My Promise. +Examples: +Unacceptable Notes: Submitted equipment override per My Promise. +Acceptable Notes: Submitted equipment override - Customer only two weeks away from eligibility, tenure seven years, monthly revenue approximately $100, phone not working (My Promise). +Credit Adjustment Exception Notes: Only offer adjustments as a last resort. Follow the adjustment guidelines.",My Promise - BCSS.html, +50355,What should I do if I need to know more about National Account Discounts and other discounts?,"For an detailed description of National Account Discounts and other discounts, see ACT Credit, MRC Modifier, National Account Credit, and National Account Discount Troubleshooting. Do not use this policy for missing equipment promotions (such as BOGO) or Mobile Share subscriber credits. Refer to the appropriate policy for your workgroup.",National Account Discount Inquiries and Troubleshooting - BCSS.html, +10002,What are the latest promotions?,"To view the latest promotions, review the National Promotions- BCSS page. (Instructions: Please open the National Promotions -BCSS page)",National Promotions - BCSS.html, +10106,How do I change the bill cycle on a NBI Account? ,"Accounts with a FAN +»In the NBI market, bill cycle changes for accounts with FANs process at the agreement/profile level in ROME, resulting in the same bill cycle for all accounts on the FAN. +To determine the bill cycle, access the FAN in FaST and select Ordering and Billing. +Accounts attached to a Zodiac Holding FAN are not eligible for bill cycle changes. Do not submit a case. +»In the NBI market, Contoso Signature Program accounts inherit the bill cycle of the FAN: +Only telecom managers (TCMs), day-to-day, and decision makers (DMs) can request bill cycle changes. +Only the Profile Teams can modify the bill cycle. +Accounts without a FAN +»Bill cycle change requests can be completed any time. +»New bill cycle date will not take effect until the current cycle completes. +»Bill cycle changes can take up to 60 days to take affect. +»Prorated charges occur when a bill cycle date changes. +»A customer on AutoPay may see 2 AutoPay drafts in 1 month due to the bill cycle change.",NBI Bill Cycle Changes - BCSS.html, +10338,Why is a customer receiving DUCs notifications while in Mexico and they have the correct plan?,"Some rate plans and international features that use Roam Like Home functionality are not being recognized by Enabler (data rating system), causing data outside the U.S. to be flagged as pay-per-use (PPU). This is triggering Data usage Control System (DUCs) usage notifications (at $200 & $400) and high international data usage suspensions (at $500). Root cause has not been established at this moment; IT is still investigating. + +For all cases, send details to ICU Case Builder (in Link Center) for tracking and ticketing until we have a root cause and resolution established. +Scenario 1: Customer with unlimited rate plan which includes Mexico and Canada is in Mexico or Canada and getting DUCs notifications that they are using PPU international data, and possibly even getting suspended for high international data usage. +Check the active features on the line of service. If a customer has an unlimited rate plan, ensure that Roam Like Home bundled features are active. +If RLH features are present and usage in CAN/MEX is being treated as PPU: +1. Remove EXUS if the line has been suspended. +2. Add SOC EDRCRU to avoid further DUCs notifications and suspensions. +3. Create a commitment to check the account before the end of the bill cycle to ensure that the rate plan rerated the CAN/MEX data and that there are no international roaming charges for that CAN/MEX usage. +4. If the account reaches the end of the bill cycle and a rerate has not occurred yet, adjust the roaming data usage so that the customer will not be charged when the bill is created. + +If no RLH features are found and usage in CAN/MEX is being treated as PPU: +1. If the rate plan does not include CAN/MEX roaming, educate the customer about current rate plans that include CAN/MEX. (Legacy Mobile Share plans under 10GB, wearables and connected car lines of service do not qualify for CAN/MEX roaming) +2. If the line of service had the Roam North America SOC previously, it may have been removed due to a 5G automatic update. If the account notes indicate that the 5G automatic update has been done, add the Roam North America SOC back to the line (IRRLHCNMX). + +Scenario 2: Customer with active International Day Pass or Passport plan on their line is outside of US/CAN/MEX and getting DUCs notifications that they are using PPU international data, and possibly even getting suspended for high international data usage. +Check to make sure the destination is included in International Day Pass (IDP)/Passport/Passport Pro. If not, educate the customer that usage outside of the IDP/Passport coverage is charged at PPU rates. +Check the effective date of the IDP for Business or Passport/Passport Pro SOC. +If the effective date of the SOC was backdated to cover roaming that has already occurred, the PPU usage will be rerated when Enabler catches up to the transaction. (you should be able to see account notes indicating that the SOC was added and backdated) +1. If the customer is still traveling outside the US, remove EXUS if the line has been suspended. +2. If the customer is back in the US, go to steps 3 and 4 below. + +If the SOC was effective real time and usage is rating as PPU international data: +1. Remove EXUS if the line has been suspended. +2. Add SOC EDRCRU to avoid further DUCs notifications and suspensions +3. Create a commitment to check the account before the end of the bill cycle to ensure that the IDP & Passport/Passport Pro rerated the international data. +4. If the account reaches the end of the bill cycle and a rerate has not occurred yet, adjust the roaming data usage according to the international SOC that is on the account so that the customer will not be charged PPU rates when the bill is created. + +For IDP, adjust the data charges at the rate of $10 per day. +For Passport/Passport Pro, adjust the data charges as if they used their data allowance and overage.",New Data usage Control System (DUCs) Notification & Suspension Issue - BCSS.html, +50060,Can the customer use their current phone when porting to Contoso Mobility?,"Yes, an Contoso SIM card is required, but the customer does not need to buy a new phone as long as their current phone is compatible with the Contoso network.",New Service Orders - BCSS.html, +50061,Does a customer have to keep their old number when porting to Contoso Mobility?,No. They do not have to keep their old number. They can activate an Contoso account and get a new number.,New Service Orders - BCSS.html, +50058,What are the eligibility requirements for Contoso Next installment plans?,"For eligibility requirements, see Installment Plan Smartphone Purchase Options.",New Service Orders - BCSS.html, +50267,How do I qualify for the Contoso Next Up Early Upgrade offer?,"To qualify for the Contoso Next Up Early Upgrade offer, you must select a new device from eligible smartphones, perform an early upgrade, and complete the Next Up device Turn-In process.",Next Up Upgrade Offer - BCSS.html, +50268,Is a customer able to get their old smartphone back after returning their new purchase?,"No, their old device that was Turned In to Contoso is not available for return. They must select a new device to exchange to or provide an old device to use in leu of.",Next Up Upgrade Offer - BCSS.html, +50206,What happens when the customer enters a one-time PIN incorrectly 5 times?,The account is locked for 24 hours due to the number of incorrect PIN validation attempts being exceeded.,One-Time PIN - BCSS.html, +50204,What is one-time PIN validation?,One-time PIN validation is an additional layer of security that protects customers' accounts and prevents account takeover.,One-Time PIN - BCSS.html, +50205,What should be done if the customer fails to verify the PIN?,"If the customer fails to verify the PIN, the requested change cannot be performed. Continue to the next step.",One-Time PIN - BCSS.html, +10220,examples of warmly welcome,"Greet your customer with a friendly, genuine hello. +Make it personal - Introduce yourself by name and ask for theirs, too. +For example, Thank you for calling Contoso, my name is [your name], who do I have the pleasure to assist this morning? May I ask why you are calling Dr. Dean? I can definitely help with adding a new line on your account. +Ask how you can help and display an I can help you with that attitude. +During calls, agents must summarize/recap reason for customer call. For example, Mr. Jones, I'm happy to review your bill with you today and answer the questions you have about your late fee.",Our Promise (Internal Only) - BCSS.html, +20110,what is the i can help you with that attitude?,"Ask how you can help and display an I can help you with that attitude. +During calls, agents must summarize/recap reason for customer call. For example, Mr. Jones, I'm happy to review your bill with you today and answer the questions you have about your late fee.",Our Promise (Internal Only) - BCSS.html, +50217,What should I do if the customer requests to speak to the eChat representative over the phone?,"Contact the eChat team manager on duty to alert them of the customer's request and request approval to log off eChat. If an eChat team manager is not available, request approval from a different team manager. Do not close the chat, the team manager needs to review the customer's request.",Outbound Call Account Access (VID) Guidelines - BCSS.html, +20038,How do I use Ozmo?,"1. Click on the device you want to view. +2. An interactive image of the device will appear, you can click on any of the displayed icons on the screen to see how they work. Additional screens may follow allowing you to fully explore the various menus and options. +3. On the left side of the page, under Virtual device controls: +• You can toggle between the various OS version (if applicable). +• Click on Physical views to see step-by-step instructions and images on various topics. +• Click Conditional events > Trigger a conditional event, to see phone functions like: +• Initial Setup +• Incoming Call +• Incoming Text Message +• Incoming Email +• Edit Home Screen +• Power Option +• On-Screen Keyboard +• Lock Screen +4. On the right side of the page are Related Tutorials; a list of commonly performed tasks. Select the specific topic to see step-by-step instructions and images. +• You can also Search and browse tutorials towards the bottom of the screen. +5. The Find an app option is located towards the middle of the screen. Click to search or select an app from the list to add it to the workspace. +6. Zoom in and out functions are located at the bottom of the screen.",Ozmo for Experts.html, +50310,What is Ozmo?,"Ozmo is a device hub that houses emulators for mobile devices supported by Contoso. The hub includes virtual device controls, physical images, specs, and step-by-step tutorials for each device.",Ozmo for Experts.html, +10076,Where is Ozmo located? ,"Ozmo must be accessed via the TS&R landing page in order to pass needed information from the interaction. +Upon launch, view: +• The Ozmo Education Center (located in the top right of the homepage), it has tutorials that teach how to use the portal for quickly navigating through hundreds of devices and apps to the one you need to provide support",Ozmo for Experts.html, +10322,Do new AMB customers default to paperless billing?,"New and newly renewed Contoso Corporate Digital Advantage (ACDA) and Contoso Mobile Business (AMB) standard contracts do not default to paperless billing. +After every attempt to keep the customer on paperless billing, refer to Paperless Billing Initiative for AMB and ACDA Agreements - BCS in Related Links* to submit a request to change a customer's Paperless Bill status to BAN Choice.",Paperless and Paper Reduction Billing Initiatives.html, +50039,How do you create/reset FAN Contact PINs?,Select their Name/Role from the Caller List.,PIN Maintenance - BCSS.html, +10010,Pin failed,PIN Maintenance - BCSS,PIN Maintenance - BCSS.html, +50037,What is a PIN?,A PIN is a personal identification number that is used to verify a customer's account.,PIN Maintenance - BCSS.html, +20058,How do I unlock my device after using the incorrect PIN too many times? ,"There are 2 PIN codes (PIN1 and PIN2) and 2 PUK codes (PUK1 and PUK2) associated with a SIM card. If a PIN code is entered incorrectly too many times, that PIN becomes blocked. + +If PIN1 is blocked, then PUK1 is needed to unblock. +If PIN2 is blocked, then PUK2 is needed to unblock. +The default PIN1 code is 1111. The default PIN2 code is 2222. +If the incorrect PUK code is entered 10 times in a row, the SIM card becomes invalid and a new SIM card is needed.",PIN Unlocking Key (PUK) - BCSS.html, +10116,What is the PUK code for my device? ,"What is a PIN Unlocking Key (PUK)? + - It's a security feature on most mobile devices that protects SIM card data. A PUK code is required when a SIM card PIN code has been entered incorrectly. + - There are 2 PIN codes (PIN1 and PIN2) and 2 PUK codes (PUK1 and PUK2) associated with a SIM card. If a PIN code is entered incorrectly too many times, that PIN becomes blocked. + - Use the PUK code to reset a locked out PIN1 or PIN2 security code on a device.",PIN Unlocking Key (PUK) - BCSS.html, +10342,How do I explain the PPU address requirements to customers?,"To comply with the Mobile Telecommunications Sourcing Act (MTSA) of 2000, the company is required to capture and maintain a Place of Primary Use (PPU) address for all our customers. This policy provides information on PPU. +Business Rules +Telecommunications providers must obtain a PPU address for mobile devices. +The PPU does not refer to where the phone is used, but rather where the service activated; therefore, the mobile address must be within the service/market area. +The billing address can be any location, in or out of the market. +The PPU must be a valid residence or business street (physical) address and can include rural route and domestic military addresses. +Post office box address for PPU is not available. +Address designators (for example, apartment numbers, floor numbers, suites) are not required for PPU. If these designators drop off during address validation, the PPU address is still considered valid and can be accepted. +MTSA +Congress enacted the MTSA and signed it into federal law in August 2000. It became effective August 1, 2001. This law helps simplify state and local taxation of charges related to your wireless device. +PPU +PPU is defined as a valid street (physical) address within the defined licensed service area for the customer's home market. Use this address for taxation purposes only, not to determine if a customer can have an out of market secondary/additional line. +Contoso Signature Program subscribers should use their residential address, which should be the same as their billing address. +Exceptions to this rule might include children of the account holder enrolled in college. In this instance, we would need the corresponding address within the market we are activating service. +Remind the customer that their rate plan terms may require that at least 50% of their usage must be on a company-owned network. +Allow CRU subscribers attached to a FAN to reference their residential or business address (employer) when activating service. +PPU Address Validation +To verify if the PPU address provided qualifies the customer for service, enter the PPU ZIP code into GEARS located in Link Center: +If the system provides a list of possible usage areas, the customer is eligible for service on the Contoso network. +If no results are returned, the customer is located outside the Contoso Mobility service area and is not eligible for service.",Place of Primary Use (PPU).html, +40032,Am I required to manually add notes pertaining to PCN?,"No. PCN notes automatically append to the end of the existing system notes. In Clarify, you can view PCN notes in the Account History tab. The PCN notes also flow over to Telegence.",Post Call Notification (PCN) - Clarify - BMC.html, +40029,Am I required to offer a PCN for cases?,"Only if a case is PCN-enabled. If it is, dispatch the case before starting the PCN.",Post Call Notification (PCN) - Clarify - BMC.html, +10388,How many words or information can I add to a PCN?,You can only add editable text within the braces and there are placeholders within the braces that explain what to add or change. Do not add any additional free-form notes. ,Post Call Notification (PCN) - Clarify - BMC.html, +40028,"If I am making the exact same change on multiple CTNs for the same account, do I need to send out a separate PCN for each CTN?","No. You can send out one PCN for the same transaction for multiple CTNs. For example, adding the same text message package to three CTNs. As Clarify can only populate the main CTN at the top of the customer's email, enter the additional CTNs affected within the appropriate braces in the PCN editable text.",Post Call Notification (PCN) - Clarify - BMC.html, +40027,"If I complete more than one transaction for a customer's wireless number, do I need to send out multiple PCNs?",No. The good news is you can multi-track a call and send the customer one PCN confirming all transactions.,Post Call Notification (PCN) - Clarify - BMC.html, +40031,"If the FAN Profile is set up to opt out of any PCNs, does Clarify automatically opt out of the PCN?",No. It does not.,Post Call Notification (PCN) - Clarify - BMC.html, +40024,Is PCN for both Contoso Signature Program and CRU customers?,"Yes, but they can’t be in the same plan group. A customer can maintain a mixed environment in which they have some legacy plan groups and some Unlimited Your Way plan groups, though myATT will not support creating new legacy plan groups once Unlimited You",Post Call Notification (PCN) - Clarify - BMC.html, +50127,Is PCN for both Contoso Signature Program and CRU customers?,Yes.,Post Call Notification (PCN) - Clarify - BMC.html, +40026,Is there a limit to the amount of text I can add and how do I know what is required to add?,You can only add editable text within the braces and there are placeholders within the braces that explain what to add or change. Do not add any additional free-form notes.,Post Call Notification (PCN) - Clarify - BMC.html, +40025,What if a call disconnects before I offer a PCN?,"In the Opt-In/Opt Out section, select the Call Disconnect Prior to PCN Offer. Reps are still required to follow the Caller Not Present or Call Disconnected - BCS policy found in Related Links. Access to articles in Related Links is restricted based on your myCSP profile. If successful in reaching the customer, complete the call as normal and offer a PCN if the PCN tab appears enabled.",Post Call Notification (PCN) - Clarify - BMC.html, +40030,Will I be able to go back into a closed case and send a PCN?,"No. A PCN, by design, is sent as a follow-up to an inbound call.",Post Call Notification (PCN) - Clarify - BMC.html, +40021,"If I am making the exact same change on multiple CTNs for the same account, do I need to send out a separate PCN for each CTN?",No. You can send out one PCN for the same transaction for multiple CTNs.,Post Call Notification (PCN) - Clarify.html, +40020,"If I complete more than one transaction for a customer's wireless number, do I need to send out multiple PCNs? ",No. You can multi-track a call and send the customer one PCN confirming all transactions.,Post Call Notification (PCN) - Clarify.html, +40023,"If the FAN profile is set up to opt out of any PCNs, does Clarify automatically opt out of the PCN?",No. It does not. ,Post Call Notification (PCN) - Clarify.html, +40019,Is there a limit to the amount of text I can add and how do I know what is required to add? ,"You can only add editable text within the braces, and there are placeholders within the braces that explain what to add or change. Do not add any additional free-form notes.",Post Call Notification (PCN) - Clarify.html, +40018,"While editing my PCN verbiage, if I make a mistake and want to undo all my edits and start again, what is the fastest way?",Select Ctrl+Z on your keyboard.,Post Call Notification (PCN) - Clarify.html, +40022,Will I be able to go back into a closed case and send a PCN?,"No. A PCN, by design, is sent as a follow-up to an inbound call.",Post Call Notification (PCN) - Clarify.html, +40012,How do I respond to a customer who asks if the performance of Premier has improved?,Let them know there are ongoing improvements to the functionality of Premier. Encourage them to return to Premier and complete any requests that need to be made.,Premier - BCSS.html, +40014,How do I respond to the customer when they question the cost of a phone on Premier that is more expensive than a recent promotion in one of the Contoso retail stores?,Let them know the company offers different promotions based on the competitive environment in a particular market. ,Premier - BCSS.html, +40017,How do I respond when a customer wants to know if they can add subscribers/new line of service to their existing Grandfathered FamilyTalk (FT) plan in Premier?,"As long as the existing FT plan meets criteria listed as current or grandfathered, the order can be placed on Premier without any issues. If the SOC for the existing FT plan is expired, they need to switch to the currently offered version of the plan. If this is the case, remind them that this caps the Rollover Minutes for the account even if the plan details go unchanged. ",Premier - BCSS.html, +40015,How do I respond when the customer asks if they are able to voluntarily cancel an order that they submitted via Premier?,General cancel requests must be supported by submitting return requests for equipment or reversing account changes that were submitted via POC using Phoenix or the appropriate billing system.,Premier - BCSS.html, +40016,How do I respond when the customer asks what type of collateral they receive with their Premier order?,"Let them know what they receive is the same as the standard Quick Start materials, except for the support contact phone numbers. Orders initiated in Premier include the number for Premier Support as the initial point of contact. ",Premier - BCSS.html, +40013,How do I respond when the customer asks why an accessory is not available to order in Premier?,"Let them know when an accessory is not on Premier, it is either back-ordered, discontinued, or blocked by their company administrator. Offer another option that would best suit their needs.",Premier - BCSS.html, +20069,How do I use my Premier site? ,"Getting Started + +To teach your customers about Premier; share Explore Premier. Encourage them to bookmark it for easy access whenever they need guidance as it provides helpful guides, fact sheets, and quicksteps to help them understand more about Premier's benefits and capabilities. + +For more details, see the Get Started with Premier Page row under the Functionality section.",Premier - BCSS.html, +10138,What can I do in Premier? ,"Functionality +Availability of the Premier functionalities listed below may vary depending on the offer type, customer type, account profile, company settings, and permissions. + - Electronic Bill Presentment and Payment (eBill) allows TCMs, billing account managers (BAMs), and CRUs to view current bill and unbilled usage online at their convenience. + - Premier Online Care (POC) The following functionality is available within POC: + * Account Management + * Plans and Features + * Billing and Payments + * Requests + * Settings + * Profiles and Permissions + - Premier Online Store (POS) is a customized, self-service website where Contoso business customers can shop 24/7 and purchase company-approved devices, plans, accessories, and features at competitive rates. + - Smart Business Suite Customers only +Contoso BusinessDirect eBill allows TCMs to view current bill and unbilled wireless usage online at their convenience.",Premier - BCSS.html, +50006,What is Premier?,"Premier is the customizable website where customers can purchase their company or organizations wireless products and services, manage their account, and pay their bill all online and all in one place.",Premier - BCSS.html, +50005,Who can use Premier?,"There are groups using Premier, such as Billing Account Number Administrators (BAN Admin), Nationally Contracted and Government (CRU), and Small Business Non-Contracted (SBNC). Access to articles in Related Links is restricted based on your profile.",Premier - BCSS.html, +10354,Do we use Premier CSR or MyContoso Zone?,"The Premier CSR Tool provides internal employees with access to Premier Online Care (POC), Premier Online Store (POS), and eBill functions of a customer's Premier website. +To access POS, refer to Premier CSR Tool in Related Links. Access to articles in Related Links is restricted based on your myCSP profile. +Note: SMB customers transacting in myContoso cannot be pulled up in Premier CSR. MyContoso Zone will need to be used. Please see Key Functions below for instructions on identifying the customers online platform or use the Clarify indicator. +Access +1. Log into the Premier CSR Tool using your Global Logon. +2. Choose the destination: Premier +3. Select a Search By attribute: +o Customer username +o Foundation Account Number (FAN) +o Wireless number +4. Enter customer information +5. Click Continue. +Results +After clicking Continue the CSR tool will pull results based on the search criteria. Please see the below for field names and definitions. +• Customer Username: Login Username (if migrated) +• Name: Customer’s name +• User Profile(StubID): Customer's login username (if not migrated) +• User Profile (Nickname): For a Migrated user with multiple logins, these are user defined labels for a user Profile (StubID) +• Legacy Passw: For a Migrated user with multiple logins, these are user defined labels for a user Profile (StubID) +• StubID Status: Login Status; Registered, Pending, Pending_Halo_Attach, etc. +o Pending Status: Login Status; Registered, Pending, Pending_Halo_Attach, etc. +• Email Address: Customer’s email address +Known Issues +• After logging out of the Premier CSR Tool, or after timing out (15 minutes), you are directed to the main POC login page, rather than the login page for the Premier CSR Tool: +o To re-access the Premier CSR Tool, navigate to the Premier CSR Tool login page. +• You may not be able to mimic a customer's Premier site until the customer completes the registration process, including their Premier login profile, or until the customer resets their password. +• When attempting to log into the Premier CSR Tool, you receive this error: +The username or password supplied may not be valid. Please check the information you entered, and try again. If you still can't log in, try resetting your password by selecting Forgot password? Reset now: +1. Verify the information you entered is correct and attempt to log in again. +2. If you still are unable to log in, close all open Internet browser windows, clear the cache, and delete the temporary files. +3. Open a new browser and attempt to log into the Premier CSR Tool again. +• When attempting to log into the Premier CSR Tool, you receive this error: +You are currently logged in as: Username: [First Name] [Last Name]. Click here to continue. To log in as a different user, you must first Logout: +1. Close all open Internet browser windows, clear the cache, and delete the temporary files. +2. Open a new browser and attempt to log into the Premier CSR Tool again.",Premier CSR.html, +50215,How do I access POS through the Premier CSR Tool?,Refer to the Related Links section of the Premier CSR Tool and access POS from there. Access to articles in Related Links is restricted based on your myCSP profile.,Premier CSR.html, +40009,Do Premier login/passwords expire with non-use?,No. Login and passwords do not expire due to non-use.,Premier Login Assistance - BCSS.html, +50331,How can a Company Administrator register in Premier?,"The Company Administrator must use their FAN Authentication PIN, which would have been sent to their business e-mail address in ROME. They must select Company Administrator, enter an active wireless number on the account, enter their e-mail address, enter their FAN PIN, complete the user profile and login information, and then click the verification link in the e-mail to complete the self-registration process.",Premier Login Assistance - BCSS.html, +20064,How do I reset my login for Premier? ,Self-service option on the Premier login page that retrieves usernames for logins that have successfully completed registration. Retrieval does not work for logins that did not complete first-time registration.,Premier Login Assistance - BCSS.html, +10128,How do I reset my password for Premier? ,Self-service option on the Premier login page that retrieves passwords associated with logins that successfully completed registration.,Premier Login Assistance - BCSS.html, +40010,"If an Initial Premier User is not listed on the FAN profile, do we need to add one?",No. You do not need to add the Initial Premier User.,Premier Login Assistance - BCSS.html, +50327,What are the supported browsers for Premier?,"Premier supported browsers include Google Chrome 8 or later, Mozilla Firefox 3.6 or later, Safari 5 or later, and Windows Internet Explorer 7 or 8.",Premier Login Assistance - BCSS.html, +40011,Where can the customer find their FAN Contact PIN (that they need to register for Premier)?,The Company Administrator should have received an email with a subject line of: Contoso Mobile Business Agreement. Within the body of the email the PIN displays as the FAN PIN (IVR Authentication PIN),Premier Login Assistance - BCSS.html, +50118,How can I change a mobile status using OPUS?,"You can change a mobile status using OPUS by adding, changing, or removing features.",Premier Online Care (POC) Processing - Order Capture Engine (OCE).html, +50108,How do I work an order from the Block Device queue in OCE?,"In the OCE queue, click Get Next. Pull up the customer's account in Clarify. Create a new case, selecting from the menu, Create > Support > Case. Search by last/business name, account name, or FAN ID. Select the appropriate business from the list. Click Select and Close at the bottom of the page. Select the Subscriber from the list. Click Select at the bottom of the page. Select: High Level Type = Stolen Device, Sub Type = Device Blocking Request. Click Dynamic Info. Input the Manufacturer, Model, Date Customer Reported Device Stolen, and Date Customer Believes Device was Stolen (Order Received Date). Update: Notification Means - None, Transaction Count* - Input a 1. Add detailed comments into the case, explaining why the device is being blocked. Block IMEI initiated request via the Premier Online Care website, Order # [insert order number] for device IMEI [insert IMEI], submitted [order date], request not automated by Premier; therefore, requesting block via Clarify Case. Click Save at the bottom. Update OCE in accordance with: Submitting the IMEI, Procedure, Block submitted successfully. In OCE on the subscriber page, update the: OCE Provisioning System = TLG, Provisioning System Order Number = Case ID. Add the same notes in OPUS (using View and Add Notes from Account Maintenance - OPUS - Business) on the CTN from the order: Order Support Processing POC: Web#:103[xxxxxxxxxx], blocked IMEI for [CTN] Complete with Clarify Case [insert case ID]. [ATTUID] Update the order to: Status: COMPLETED, Sub-status: PROCESSED_IN_OTHER_SYSTEM. To submit changes in OCE, click Update Order.",Premier Online Care (POC) Processing - Order Capture Engine (OCE).html, +50117,How do you enter an extension number?,Enter the number in the appropriate Ext field on the Options toolbar.,Premier Online Care (POC) Processing - Order Capture Engine (OCE).html, +50116,How do you update the billing address in Telegence?,"To update the billing address in Telegence, double-click the Billing Address field in the Financial Summary tab and enter the customer’s address in the appropriate fields. For Puerto Rican addresses, use the Street/US Military option and enter PR in the State field. For military addresses, use the format Street - CMR #, PSC #, or Unit # followed by Box #, USS #, or ASCGC #1. If the military address does not have a street number, enter 000 or 1111 in the Number field. City - APO or FPO and enter any state and ZIP. Then click Verify > None to validate the address.",Premier Online Care (POC) Processing - Order Capture Engine (OCE).html, +50110,What is the first step when working with an OCE order?,The first step when working with an OCE order is to click Get Next in the OCE queue.,Premier Online Care (POC) Processing - Order Capture Engine (OCE).html, +50112,What is the process for updating an order to ONHOLD-EXTERNAL_TICKET in OCE?,"File an OPUS Easy Button ticket, add the ticket number and description of the error in the OCE order numbers, and update the order status/substatus to ONHOLD-EXTERNAL_TICKET.",Premier Online Care (POC) Processing - Order Capture Engine (OCE).html, +50311,What should be done if you encounter an issue adding the rate plan or features?,"Do not activate the line. Reach out to the validator to confirm SOCs. If unable to resolve, update OCE for affected lines.",Premier Online Sales Guides - Order Capture Engine (OCE).html, +50313,What should you do if the order has a Customer Number listed in OCE?,"Check for the Customer Number on the Payment & Shipping tab of the order. If the customer is tax exempt, they will not get the exemption without the Customer Number.",Premier Online Sales Guides - Order Capture Engine (OCE).html, +50295,How do customers opt-in to the trade-in promotion?,Customers must opt-in to the trade-in promotion by checking the box that says “Check here if the customer opts-in for trade-in promotions” on the promotions page within OPUS.,Premium Device Trade-In Offer - BCSS.html, +10004,What are the latest trade-in offers?,"This is an ongoing offer that changes regularly, review the Eligible Smartphones for Purchase section.",Premium Device Trade-In Offer - BCSS.html, +50296,What happens if the customer is not opted into the promotion?,"If the customer is not opted into the promotion, they will not receive the Trade-In promotion e-mail which contains the link to the prepaid shipping label.",Premium Device Trade-In Offer - BCSS.html, +50289,What is the maximum bill credit available for the iPhone 14 Pro and Pro Max with a trade-in worth $240+?,"The maximum bill credit available for the iPhone 14 Pro and Pro Max with a trade-in worth $240+ is up to $1,000.",Premium Device Trade-In Offer - BCSS.html, +50290,What is the minimum trade-in value for an iPhone 14 Pro and 14 Pro Max?,The minimum trade-in value for an iPhone 14 Pro and 14 Pro Max is $240.,Premium Device Trade-In Offer - BCSS.html, +50244,What do I need to review in each request?,"Review each request to ensure conformance to the appropriate guidelines, such as Clarify Credits and Adjustments Policy and Submission Process - BCSS, Equipment Credits - BCSS / Business Sales, and Processing a Clarify Adjustment Case - Specific Scenarios - Billing Resolutions Team.",Processing a Clarify Adjustment Case - Billing Resolutions.html, +50248,What is the process for approving a case rejected by an approver in the chain because additional information or research was required?,"On the Case Overview page, click Approval Status > Log Approval > Approve. Then, review the request to make any needed corrections, and Log Approval again to restart the Approval flow.",Processing a Clarify Adjustment Case - Billing Resolutions.html, +10078,How do I check if a Business customer is eligible for Contoso Internet?,"Call Flow + 1. Use Snapshot to determine if the customer currently has Contoso Internet service. +2. Use Contoso-CRM (steps 1-4 in the New Service Orders section), to determine if Contoso Internet is available at their address. +• If results indicate the product is not available at the location but the customer insists it is, refer the customer to Managed Telesolutions via the referral process in the Additional Procedures section. +3. If the customer is eligible for Contoso Internet for Business, promote the product. +• Do not promote the product to Enterprise, Business in a Box (BIB HSI), or Smart Business Suite (SBS) customers. Refer the customer to Managed Telesolutions via the referral process in the Additional Procedures section. +4. Discuss product details, pricing, promotions, and installation charges. Refer to the Pricing section. +5. In Contoso-CRM, complete call tracking, submit the order as outlined in the procedures and add notes.",Processing Contoso Internet for Business Orders - BCSS.html, +50025,What are the benefits of Contoso Internet?,"Contoso Internet is the next generation broadband service bringing customer locations closer to fiber based backbone and access to faster speeds. It is provided by 4 technologies: IP-DSL (aDSL2+), vDSL (traditional Internet), Fiber to the node (FTTN), and Fiber to the home (FTTH). It offers up to 6 Contoso Phone lines and Internet speeds up to 100M.",Processing Contoso Internet for Business Orders - BCSS.html, +50029,What do you need to do if no results are returned?,Continue to the next step.,Processing Contoso Internet for Business Orders - BCSS.html, +50030,What should be done if an existing customer on any transport requests to change their service and CRM displays a message that the transport is not available?,"Validate the address in CRM to see if the transport is still green. If the address is no longer green, create a National Address Validation (NAV) ticket to have the transport changed in the qualification systems.",Processing Contoso Internet for Business Orders - BCSS.html, +10086,What are the procedures for DIRECTV orders for Business?,"SARAPlus Procedures +1 +Access SARAPlus via direct link. + +Your center provides the correct link for SARAPlus access. +Using the incorrect link or credentials can result in inaccurate sales credit assignment. +2 Select the Orders tab from the top left corner of the page. +3 Complete the required customer information fields (shown with a red *) and the text message order confirmation phone number and opt-in selection. Populate your Dealer Code in the Sales Code field. +4 +Perform a credit check. + +Advise the customer that the system must run a credit check to determine if a credit fee will be applied. Let the customer know that information collection will be performed by a Secure Data Collection feature (SARAPlus Secure Data Entry) that will protect the customer's sensitive personal information. +Obtain customer agreement to receive SMS text and email message. +Click the ""Send Secure Data collection link"" button. +Customer will receive text and email message to click a link that opens web page for Secure Data Entry. +Secure Data Entry presents customer with a Personal Information Number (PIN). +Customer provides PIN to agent to confirm receipt. Agent validates by entering PIN in the DIRECTV Credit Check pop up PIN validation screen. +Validate Secure Data Entry. +After validation, Secure Data Entry presents customer screen to enter Sensitive Personal Information (SPI) such as Federal Tax ID or SSN. +Once customer completes and submits information, Secure Data Entry executes the credit check. +Provide the customer with the results of the credit check. +If the credit check results in a required Credit Fee, provide the Credit Fee statement: +Your order includes a $300 fee, which is not a deposit and cannot be used to cover outstanding balances. It will not be refunded if you cancel services. The account must be active and in good standing in order to receive the $5 programming discount until the $300 is paid back to you. +If the customer agrees to the Credit Fee, continue with the Order. +5 +Select the appropriate programming package. + +Click the Programming tab. +Select the radio button for the language preference. +Select the radio button next to the desired Base Package Programming. +To obtain customer agreement, provide the required statement: +Please say yes to confirm that you understand you must fulfill your DIRECTV business service agreement for 24 months or incur an early cancellation fee of $20 per month for each month not completed. Cancellation before activation is entitled to a full refund. +6 +Offer Additional Services and Additional Offers. + +Offers for Auto-Bill Pay and Music Choice are auto selected and must be unselected if the customer is not interested in the offer. See + +Commercial Basic Plus - BCSS +If Then +Auto-Bill Pay is added Advise the customer: Any promotional credits you receive for having Auto-Bill Pay will be discontinued if Auto-Bill Pay is removed. Please contact us if there is a change in the ACH Account or Credit Card information such as bank routing code, credit card number or card expiration date. +Music Choice is added Advise the customer: Music Choice pays the performing rights to the ASCAP, SESAC, SoundExchange, and BMI for the audio channels in the Music Choice music service only. This does not eliminate other obligations and performing rights for other music sources used in your place of business, including DIRECTV/Contoso programming services other than the audio. +7 +Offer Seasonal Sports and Sports Programming packages. + +Advise the customer: Sports subscriptions including ESPN College Extra, NBA, NHL, MLB, and NFLST automatically renew each year, provided DIRECT/Contoso carries them, unless you call to cancel prior to the start of the season. No refunds will be given after the season starts. Actual number of games varies by market due to blackout rules and other conditions. Products sold during Fire Code Occupancy based on pricing will not be activated until this information is validated, and pricing is subject to change if Fire Code Occupancy is different. +Additional expectations: +Ensure the following is taken care of for a timely activation of your [xxx] subscription. +Obtain a Fire Code Occupancy certificate from the fire marshal, government office, or zoning agency as appropriate for your locale. +Fax or email the certificate. +Email to FCO@directv.com. Include Fire Code Occupancy and the business name in the subject line. +Fax to 800.933.4631. Include a cover sheet with your Fire Code Occupancy. +All submitted documentation is subject to review and approval by DIRECTV/Contoso prior to activation of services. Once approved, your subscription will activate at the rate appropriate to the submitted Fire Code Occupancy certificate within 48 hours. +FCO is not required to activate a new Public Viewing account if customer is not selecting seasonal sports programming. Customers must have their FCO validated for seasonal sports programming. +8 Click on the International tab and offer any additional language specific channels/packages. +9 Click on the Equipment Tab and complete the required fields. +Equipment +Select the number of TVs receiving DIRECTV service. +Select the free receiver offer when the customer chooses a promotional offer. +Standard offer is 4 free receivers. +When customers are eligible for additional free receivers, SARA Plus automatically displays the eligible amount. +10 +Confirm the Order. + +Click Submit to continue. + +11 +Review the terms and conditions with the customer and collect payment information. + +Payment information covers the charges for the order, such as delivery and handling, additional equipment, or the Credit Fee. +Let the customer know that payment information collection will be performed by a Secure Data Collection feature that will protect the customer's sensitive personal information. The customer may elect either the Credit Card or ACH Payment option. Note: ACH payment option will only show for FFL (Fulfillment) Orders. The customer may also choose to sign up for Auto Bill Pay using this feature. Note: Auto Bill Pay MUST be an on-file Credit Card or ACH account. Billing Address on the order must match the Billing Address of the Credit Card used for ABP. +In the DIRECTV Payment Information section of the call flow, click on the ""Refresh Secure Data Link."" +Customer will receive text and email message to click a link that opens web page for Credit Card Payment (if Web Page left open it will auto load). +Customer provides the required information and submits to complete. +Advise the customer: The charge card/checking account information you provided today will be placed on file and kept secure to make payments. This card/account may also be used for any unpaid balances, including early cancellation fees if your DIRECTV/Contoso service is discontinued. +12 +Schedule the installation. + +Prior to selecting an installation date, advise the customer: + +Satellite dish is required for this service. +Electrical power must be on at locations and TVs set up. +Onsite contact must be18 years or older and available for day of installation. +Landlord permission form must be completed and submitted before installation of satellite dish. +Refer to DIRECTV FOR BUSINESS Standard Installation - BCSS for general installation details. + +If the above items are not completed service may not be installed on the original negotiated date. + +13 +Set expectations. + +Validate service address. +Confirm package and monthly rate. +Number and type of Receivers (HD vs DVR)/cost. +Advise customer an order confirmation email will be sent to the email address provided on the order. +Email summarizes the first months' charges, which does not include any discounts. +Bill cycle date is the date of installation and activation of programming. +A DIRECTV/Contoso representative will contact them within 48 hours of order placement to confirm the order and installation appointment. + + +Complex Order Procedures +Click the Complex & L&I Referral button. Complex & L&I Button - Screenshot +Submit the order. A confirmation screen displays. Confirmation Screen - Screenshot +The complex order support team contacts the customer and creates a quote within 2 business days. +Reminder: + +Complex orders take longer and may range from a few weeks to a few months.",Processing DIRECTV FOR BUSINESS Orders - BCSS.html, +50070,What is a complex order?,"A complex order is an order that requires additional steps or procedures in order to be processed. Examples of complex orders include orders that require installation of multiple receivers, orders with multiple programming packages, orders with special equipment needs, orders with special installation requirements, or orders that require customization or customization of programming packages.",Processing DIRECTV FOR BUSINESS Orders - BCSS.html, +50069,What is the Order Confirmation Screen?,"The Order Confirmation Screen is a page that generates a DIRECTV order number that should be referenced when contacting the Batline for assistance. Changes to seller information, Business Name and Business address on submitted orders are not supported in this order flow.",Processing DIRECTV FOR BUSINESS Orders - BCSS.html, +10396,How to promote Contoso products?,"First review the CPNI indicator, then discover, transition, recommend the product, overcome objection, and close the offer. ",Promoting Contoso Products - BCSS.html, +50251,What is the CPNI indicator?,The CPNI indicator is a tool used to determine if CPNI consent is required prior to promoting an Contoso product.,Promoting Contoso Products - BCSS.html, +50352,How should you handle PII outside of phone calls?,"Do not print customer information and leave it in your work area, remove and shred any existing PII posted in your work area, do not display any sticky notes in your work area containing PII, ensure regular trash bins not allocated for shredding do not contain any PII, never remove customer PII from company premises, and do not reveal your passwords for any business systems to anyone.",Protect Customer Privacy - BCSS.html, +20106,how to report customer PII or CPNI complaints,"Report Customer PII/CPNI Complaints or a Social Engineering Attempt +1. Determine who is making the complaint of potential account access or release of information: +If the customer is making the complaint, proceed to the next step. +2. Customer complaints: Refer to Fraud and Social Engineering Hub - BCSS if the customer believes an imposter performed any type of fraud, other than social engineering, including: + +Subscription fraud: Use of a customer's account/account information to purchase equipment +Payment fraud: Use of a customer's credit card information (payment fraud) +Equipment fraud: An equipment order processed without the customer's consent +Commission fraud +Affiliate sales fraud",Protect Customer Privacy - BCSS.html, +10212,what are examples of PII or SPI,"Account name +Account passwords +Billing address +Credit card number - SPI +Customer name +Driver's license number - SPI +Email address +FaST passwords +Social Security number (SSN) - SPI",Protect Customer Privacy - BCSS.html, +50351,What is CPNI?,"CPNI stands for Customer Proprietary Network Information. It is the account information Contoso maintains regarding a customer's service such as all call details, rate plans, features, account balances, directory assistance charges, and payment amounts.",Protect Customer Privacy - BCSS.html, +50354,What is the phone number for Experian?,The phone number for Experian is 1-888-EXPERIAN (888.397.3742).,Protect Customer Privacy - BCSS.html, +50271,How can a customer suspend or restore their phone for lost or stolen?,The customer can use the Interactive Voice Response (IVR) to suspend or restore their phone for Lost or Stolen by following the prompts after authenticating. They can also suspend or restore their service for Lost or Stolen at any time using att.com/myatt (for BUS SIG/SB customers) or www.wireless.att.com/business/index.jsp (for Enterprise CRU customers).,Report a Device for Lost Stolen Unrecoverable and Replace Equipment - BCSS.html, +50272,What is the customer advised to do if they do not want to file a Mobile Insurance claim at this time?,The customer is advised to file a claim within 60 days to file the replacement request and check their eligibility for an equipment upgrade.,Report a Device for Lost Stolen Unrecoverable and Replace Equipment - BCSS.html, +50270,What should I do if the customer misplaced their device or is unsure if the device is lost or stolen?,"I recommend suspending your service as lost. If you recover your device, you can reinstate your service and use your device right away.",Report a Device for Lost Stolen Unrecoverable and Replace Equipment - BCSS.html, +10122,Can I reinstate my cancelled service? ,"Any past due balance must be paid in full, minus the ETF. Upon resuming service, the system waives the ETF. + - Customers who resume service within 59 days have the following fees adjusted: + * Activation fee + * Resume/Restoral fee + * ETF: If the ETF is not credited, manually issue the credit. +» During the credit check, other Contoso accounts may be revealed with outstanding debt. + - Customers must agree to pay these balances in full before we can resume their wireless service. +» Credit evaluations are valid for 90 days. If there is an existing credit evaluation, use the existing result. +» Customers may keep existing rate plans and promotions: + - Customers who had an unlimited data plan with their smartphone devices (for example, iPhone, BlackBerry) are able to reinstate and keep their unlimited data plan.",Resume Cancelled Accounts Service - BCSS.html, +50053,What is the Account Verification Process (VID) for Retail Fiber Support?,The Account Verification Process (VID) for Retail Fiber Support is a verification process that Call Center Agents must complete before placing a fiber order in CRM on behalf of a Retail Agent.,Retail Fiber Support Process - BCSS.html, +10324,Who provides support for retail fiber sales?,"Retail Agents will call *AID and choose option 6 for Business Retail Support, then option 3 for Fiber Ordering Support. ",Retail Fiber Support Process - BCSS.html, +50149,How do I add a retired rate plan back to a customer's account?,"Contact Customer Service to re-provision if within 90 days. If greater than 90 days, Customer Service files a Clarify case to add retired SOC.","Retired Contoso Business Unlimited (Plus, Basic) with Private Wi-Fi Plans - BCSS.html", +50148,What are the usage restrictions when a device has 50% usage in Canada and Mexico over two consecutive months?,"As of May 2018, the usage restriction when a device has 50% usage in Canada and Mexico over two consecutive months was lifted and is no longer enforced.","Retired Contoso Business Unlimited (Plus, Basic) with Private Wi-Fi Plans - BCSS.html", +50150,What is the short code for the AutoPay discount on select Unlimited and Mobile Share business plans?,The short code for the AutoPay discount is SDPAPUCH.,"Retired Contoso Business Unlimited (Plus, Basic) with Private Wi-Fi Plans - BCSS.html", +50145,"What plans are no longer available to new or existing customers as of November 20, 2019?","Contoso Business Unlimited Plus and Basic with Private Wi-Fi plan are retired and is no longer available to new or existing customers as of end of business on November 20, 2019.","Retired Contoso Business Unlimited (Plus, Basic) with Private Wi-Fi Plans - BCSS.html", +50362,How much does it cost for 1 line of Contoso Business Unlimited Elite?,It costs $95 without the AP/PB discount and $85 with the AP/PB discount.,"Retired Contoso Business Unlimited Elite, Performance, and Starter Plans - BCSS.html", +50363,What is the access charge for 1 line?,$45 ,"Retired Contoso Business Unlimited Elite, Performance, and Starter Plans - BCSS.html", +50366,What is the monthly charge for Access for HARMAN Spark?,The monthly charge for Access for HARMAN Spark is $25.,"Retired Contoso Business Unlimited Elite, Performance, and Starter Plans - BCSS.html", +50365,What is the monthly charge for Contoso Business Unlimited Elite?,The monthly charge for Contoso Business Unlimited Elite is $100.,"Retired Contoso Business Unlimited Elite, Performance, and Starter Plans - BCSS.html", +40008,What tool can I use to provide accurate estimates?,"Use the Business Rate Plan Calculator - The tool allows you to calculate an estimate using the customer's number of line/devices, factor in optional AP/PB, and will automatically add the multi-phone discount when applicable.","Retired Contoso Business Unlimited Elite, Performance, and Starter Plans - BCSS.html", +40007,Why are CRU customers eligible for the Contoso Business Unlimited Elite/Performance/Starter plan but not the &More Premium/&More plans?,"CRU customers generally do not find the value in entertainment benefits for their business that are built into &More Premium/&More plans. The new plans provide customers with unlimited plans that give them the talk, text, and use of data to handle their business transactions.","Retired Contoso Business Unlimited Elite, Performance, and Starter Plans - BCSS.html", +10232,Can a grandfathered mobile share advantage plan be added back to an account ,"Escalation Path +Provisioning steps to add a retired rate plan back to a customer's account vary by channel. In most situations, changes must be made within 90 days of the previous rate plan change. + • Troubleshoot and ask probing questions before requesting a retired plan to be added back to an account. +• Add account notes that justify adding a retired plan to an account. +• Outside of a 90-day request to revert back to a retired rate plan is not valid. + o Exceptions when provisioning a retired rate plan is acceptable: +  An Contoso error. +  Customers within the BRE period, or who were unable to were unable to activate a free shipping device before the promotion ended. + +For next steps to provision an expired rate plan, see Grandfathered or Expired Rate Plans and Feature Requests - BCSS. +",Retired Contoso Mobile Share Advantage Offer Details - BCSS.html, +20116,How to provision a grandfathered mobile share advantage plan ,"Review the Eligibility Window. +• Submit requests within the indicated window. +• The window begins on the day the scenario occurred. +Eligibility Window +• If within the window +o To locate the grandfathered plans, select Grandfathered within the Rate Plan and Feature flows in OPUS. +• If not within the window +o Under Expectations, read Ineligible. +o Review current rate plans and/or features to determine the best fit for the customer and make updates as needed. +Expectations +Set the appropriate expectations, based on the eligibility result using Determine Eligibility in the Procedures section. +Term Definition +Ineligible The request for the grandfathered or expired rate plan or feature does not meet the eligibility requirements. +",Retired Contoso Mobile Share Advantage Offer Details - BCSS.html, +10222,What are the retired mobile share plans? ,"Mobile Share (Classic) +Mobile Share Value +Mobile Share Advantage +Mobile Share Flex ",Retired Mobile Share Plans Price Increase - BCSS.html, +10242,How do i send a return label?,"Customer does not have BRE label that was shipped with the device: +Send a return label. +1. Select Pitney Bowes Client Connect. +2. Enter the RMA number associated with the return. +3. Select ""Continue"" Button +4. Enter the customer’s name, address, and email address (for confirmation). +5. Enter email address where customer will receive return label. +6. Optional: select whether the customer wants to receive tracking information via email or text message. + Reminder: Confirm that the customer consents to receive updates on the status of their return via the email or phone number provided by them during the call. + +7. Select ""Create Shipping Label."" +8. You will be presented with options for the customer to (a) print a copy of their label or (b) receive a QR code for USPS to scan. +9. If you select ""Print USPS Standard Shipping Return Label,"" this page appears, and you will have the option to (a) email a copy of the return label to an alternate email or (b) schedule a free USPS pickup. +o If you select ""Copy Alternate Email,"" enter the email address the customer would like the label to be delivered to. +If you select ""Schedule Free USPS Pickup,"" this is the screen appears – enter all necessary details and then select ""Schedule Pickup"" at the bottom. +10. If you select the QR code option, the QR code will be emailed to the customer, which they can present to USPS to scan. A summary screen of how to use the Code will display. +Email to customer: Enter their email address. The email is from Contoso Returns and the subject line displays, Your Contoso Return Label is Enclosed. The Service Level Agreement (SLA) is less than 4 hours. + +Email to customer: Enter their email address. The email is from Contoso Direct Fulfillment Returns and the subject line displays, Your Contoso Return Label is Enclosed. The Service Level Agreement (SLA) is less than 4 hours. +",Return Label Status - BCSS.html, +50049,What is the Return Reason Code for Physical Damage?,The Return Reason Code for Physical Damage is NPD.,Return Label Status - BCSS.html, +10340,Who supports Business Retails Sales (BRS)?,"Business Sales & Retail Support (BSRS) is the Voice component, and Sales & Service Operations (SSO) is the Chat component. +Contact BRS by dialing *AID from any Contoso Mobility device or using the legacy SSO toll-free number. +Contact SSO chat via the eChat link in Link Center. +Support includes Enterprise Business Solutions (EBS) and Global Business Solutions (GBS) customers. +See Account Verification Process - BCSS for the VID requirements of supported Business Units.",Sales and Service Operations (SSO) Overview - Voice and eChat.html, +20122,where are last months avisories?,Archived advisors can be found by clicking on previous months.  ,Sales Execution Advisor Hub - BCSS.html, +10244,where are previous sales execution advisors?,Archived advisors can be found by clicking on previous months.  ,Sales Execution Advisor Hub - BCSS.html, +50097,What instructions should I provide to the customer regarding voicemail setup?,"Offer to provide the customer with the iPhone voicemail setup instructions to use after tethering via iTunes. Do not attempt voicemail test calls. Refer to Voicemail (Wireless) Hub. Verify the customer has no additional voicemail questions. For voicemail expectations, refer to Voicemail Security.",Second-Half and Equipment Upgrade Activations - BCSS.html, +50095,What is the line limit for Contoso Signature Program activations?,The line limit for Contoso Signature Program activations is five through the queue. Customers should be referred to an Contoso Retail store to activate more lines.,Second-Half and Equipment Upgrade Activations - BCSS.html, +10214,callers name does not appear in caller list,"Select Other. +Select the appropriate role from the drop-down. +Enter the caller's first and last name in the box to the right.",Select the Appropriate Caller Name & Role in Clarify - BCSS.html, +10256,What does ServiceNow handle?,"ServiceNow is an online central resource for accessing ticketing systems used by Internal Account Teams and BCSS members to: +• Submit tickets to have new Premier profiles constructed for customers, as well as to request updates, resolve issues with existing Premier profiles, order inquiries, and eBill issues +• Communicate, prioritize, track, and resolve specific issues that may affect a company site on the Premier platform +• Enhance our customers' ability to use Premier to fulfill their wireless telecommunication needs in a manner consistent with the contractual terms negotiated by Contoso's Account Teams +• Serve as a repository for real-time data used for reporting purposes +",ServiceNow (BRC).html, +10240,How to fix a SIM Not Provisioned error message,"SIM Not Provisioned +Service is not provisioned correctly. The error message mm2-SIM Not Provisioned is sometimes displayed on replacement devices or inactive prepaid accounts. +1. Verify the ICCID on the SIM matches the billing system. If it does not, update the SIM following current policy and procedures. +2. Check the account for recent changes to equipment or services and confirm there are no switch errors by Viewing the Network Transaction History. +• If there are errors, contact BMTS. +3. If the error cannot be resolved, advise the customer the SIM needs to be replaced, and offer one of the following options: +• Replace the SIM with an unused SIM the customer already has following current policy and procedures. +• Offer to ship the customer a new SIM to the physical address on the account. +o There may be a charge for a replacement SIM. For details, see Contoso Fees - BCSS. +• Refer the customer to a retail location for assistance. +",SIM Card Troubleshooting - BCSS.html, +20120,What is the charge to replace a SIM card,"Fee Name: Replacement SIM Card Fee (Wireless) + Description: Charged if customer requests a replacement SIM for their device at Contoso Retail stores and via Customer Service (all Contoso direct channels). + +For possible exclusions, see the SIM Knowledge Center - BCSS Charges. + +Amount: $5 +",SIM Card Troubleshooting - BCSS.html, +50306,What are the sizes of UICC-G SIM?,"Standard Mini-SIM (2FF), Micro-SIM (3FF), Nano-SIM (4FF).",SIM Card Types and Technology - BCSS.html, +50305,What services are supported by UICC-I and UICC-H SIMs?,UICC-I and UICC-H SIMs support 5G/4G/4G LTE data connectivity and HD Voice.,SIM Card Types and Technology - BCSS.html, +50307,"What type of SIM is used in the iPhone 5, 5c, 5s, 6, 6 Plus, 6s, 6s Plus, 7, 7 Plus, 8, 8 Plus, X, XS, XS Max, and XR?","The iPhone 5, 5c, 5s, 6, 6 Plus, 6s, 6s Plus, 7, 7 Plus, 8, 8 Plus, X, XS, XS Max, and XR require a Nano-SIM.",SIM Card Types and Technology - BCSS.html, +20056,Do I need a new SIM? ,"Valid SIM Activations: + - New activations and competitive port (porting from another wireless carrier to Contoso). + - Required to restore or resolve a technical problem. + - Reconnect more than 60 days after cancellation. + - Verified via Order Track SIM shipped to customer.",SIM Knowledge Center - BCSS.html, +10112,How do I activate my new SIM? ,"1. Verify the customer is not calling from the device requiring the new SIM. +2. Complete a one-time PIN Validation as outlined in One-Time PIN - BCSS . +3. Confirm the make/model of the device. +4. Verify and restate the Integrated Circuit Card Identifier (ICC-ID) for the new SIM. +5. Ask the customer to insert the new SIM into the device. See Device Support under Link Center for device-specific instructions. +6. Enter the ICCID numbers into OPUS and ensure service is activated. +7. Test the resolution",SIM Knowledge Center - BCSS.html, +50192,What are the situations in which a $5 fee is applied for a SIM replacement?,"A $5 fee is applied for a SIM replacement in the following situations: customer-provided Bring Your Own Device (BYOD) device replacement that requires different SIM (when not activating a new number at time of the change), damaged physical/deleted eSIM by customer, lost by customer, and SIM/PUK blocked by customer.",SIM Knowledge Center - BCSS.html, +50193,What is the Contoso Nano-eSIM?,"The Contoso Nano-eSIM is a 20-digit numeric ICCID used for iPhone XS, XS Max, and XR or newer.",SIM Knowledge Center - BCSS.html, +50191,What is the latest date that Apple SIMs identified by CSNs will be supported?,"As of October 1, 2022, Apple SIMs identified by CSNs are no longer supported and must be replaced with a physical Contoso SIM card for new SIM activations or SIM swaps.",SIM Knowledge Center - BCSS.html, +50128,What is SIM swap fraud?,"SIM swap fraud is the act of replacing a legitimate customer’s SIM with an imposter’s SIM, allowing the imposter to takeover the CTN of the customer. Once the CTN is taken over, the imposter receives the legitimate customer’s phone calls and text messages. This breach allows the imposter to reset other services (like bank or social media accounts) passwords.",SIM Swap Fraud - BCSS.html, +10082,How do I login into SOE?,"Logging In/Out of SOE +1. Access SOE. +2. Enter ATTUID and Global Login: +• Once authenticated, the system brings the user to the Set Status page and automatically places the user in Start of Tour status. +• The Set Status page displays a list of statuses and a Comment box (if applicable). +• Availability: Percent of time a rep is in a productive status in SOE compared to their total time in SOE. +• Occupancy: Percent of time a rep is in a productive status in SOE compared to IEX Productive time. +3. Select applicable status by clicking the radio button and selecting Change Status: +• Do not select End of Tour (log out) status unless you are finished working in the tool for the day.",SOE WAT (Sales Order Entry Workflow Automation Tool).html, +50213,What should I do to ensure I'm working from home securely?,"Ensure you have VPN set up to work at home securely. Reach out to your local IT for VPN access instructions. Work in a private closed-off space. Be mindful of background noise and protect your computer, passwords, tokens, and so on from theft or unauthorized access. Lock your computer when stepping away and log off if you will be away longer than 5 minutes. Adhere to all management instructions on how to handle customer requests.",SPI Call Handling Guidelines-Working from Home - BCSS (Internal Only).html, +50322,Should the customer's Account Name be provided and confirmed?,"Yes, the customer's Account Name should be provided and confirmed.",SPI PII - BCSS.html, +50321,What is Personal Identifiable Information (PII)?,"PII is any information that identifies the customer, or can be linked to the customer. Customer PII, if compromised, could lead to identity theft.",SPI PII - BCSS.html, +10318,How do I find the nearest retail store per customer location?,"Access the Store Locator - Internal. Search for a store location using various criteria, such as: +Agent code +Dealer code +Phone number +Region, Market, Submarket, City, State, ZIP code +Services +Store type +Do not provide the Sales Channel details to the customer. +In the Search Type drop-down box, select Locate Store Search. +Enter the customer's ZIP Code in the ZIP Code field. +Select Services or Sales Channel as appropriate to the customer's needs. Both fields cannot be used together. +Select the Search Radius. +Click Search. Results display in order of their distance from the address/ZIP code entered. Revise the search criteria if a location does not appear in the results returned. +When results query populates, click the Store Name to view additional store details. To view payment types accepted, refer to the Services section. +Note all details of the store referral location on the customer's account, including: +The service the customer needed. +The store location. +Example: Customer called for upgrade in 95340 ZIP code. Referred to store ID 5746 in Merced, CA.",Store Locator - BCSS.html, +50158,What are the two versions of the Store Locator Tool?,"The two versions of the Store Locator Tool are the External version, which is accessible to the customer via www.att.com/storelocator, and the Internal version, which is accessible to Contoso employees and partners at Store Locator - Internal.",Store Locator - BCSS.html, +10200,how do i report an opus outage? (Internal) ,"Determine if the error affecting your transaction is a known issue. Review: Knowledge Urgent Messages +MS Teams BCSS Support Outage Alerts +Call center leadership communications +Representatives create a trouble ticket using the Pink Triangle in OPUS. If unable to create a trouble ticket in OPUS, create a trouble ticket or chat with ITO Service Desk. For faster escalation, call them at 877.448.6767.",System Issues and Outages - BCSS.html, +50408,What are some suggested verbiage to use during system releases and downtime?,"During system releases and downtime, use suggested verbiage related to the Contoso Promise. Suggestions include using a warm welcome, listening carefully to understand what options or advice can be offered, personalizing solutions, gaining agreement, and thoroughly educating the customer.",System Issues and Outages - BCSS.html, +50340,What are the benefits of using digital options (e.g. Premier & Online Services) for customer requests?,"Digital options offer convenience and ease of use for customers. They can save time and effort by enabling customers to access services online, reducing the need for manual processes and contact with customer service representatives. Additionally, digital options can provide customers with access to more information and resources, allowing them to make more informed decisions about their requests.",The Promise (Core - External) - BCSS.html, +10392,What is the Transactional Survey program?,The Transactional Survey (TTS) surveys give customers an opportunity to tell us how satisfied they are with the service we provided and ways we can improve.  ,The Transactional Survey (TTS) Program.html, +50231,How long do customers have to cancel their smartphone purchase to qualify for price protection?,Customers have up to 30 days to cancel their smartphone purchase.,Tiered Offer - New Lines & Upgrades - BCSS.html, +50227,What is the last day in offer for the Samsung S21 FE 256GB at $10/mo.?,The last day in offer is 2.16.23.,Tiered Offer - New Lines & Upgrades - BCSS.html, +50226,When will the Google Pixel Fold 256GB and 512GB be available for preorder?,The Google Pixel Fold 256GB and 512GB will be available for preorder on 6.20.23.,Tiered Offer - New Lines & Upgrades - BCSS.html, +50371,How long do customers have to accept the T&Cs for a manual ToBR process?,Customers have three days to accept the T&Cs for a manual ToBR process.,Transfer of Billing Responsibility (ToBR) - Contoso Business Sales.html, +10252,how to track usage on the go,"Use the myContoso Business App. +Note: End users on pooled plans are unable to view usage. +• *3282# (*DATA#) for English +• *3286# (*DATO#) for Spanish +",Troubleshooting Data Usage Billing Inquiry - BCSS.html, +50398,What are the self-service options available to customers?,"Customers can use the Contoso Data Calculator, Contoso International Data Calculator, CRU/Small Business (with FAN) - Contoso Business Care Central, CRU/Small Business (with FAN) - Premier, the myContoso Business App, *3282# (*DATA#) for English and *3286# (*DATO#) for Spanish, and CRU/Small Business (with FAN) - Premier and Small Business (No FAN) and Business Contoso Signature Program - att.com to access their billing details.",Troubleshooting Data Usage Billing Inquiry - BCSS.html, +50400,What should you do if the customer is due a credit or demands a credit?,"If your department does not issue adjustments for rerates, transfer to End User Customer Service. If your department does issue adjustments for rerates, refer to your departments adjustment policy.",Troubleshooting Data Usage Billing Inquiry - BCSS.html, +50170,What areas do not observe Daylight Savings Time?,"Hawaii, American Samoa, Guam, Puerto Rico, Virgin Islands, and the Commonwealth of Northern Mariana Islands, with the exception of some Indian reservations in Arizona.",United States and International Time Zones.html, +40001,"Are existing Business Unlimited Starter, Performance, and Elite customers being migrated to an Unlimited Your Way group?","No. There is no need nor advantage to migrate all customers on the original Business Unlimited Elite, Performance or Starter plans to an Unlimited Your Way version of the plans since the pricing for a non Unlimited Your Way group is the same as the original Starter, Performance, and Elite groups. Customers are free to migrate themselves over if they wish to take advantage of a group with mixed plans.",Unlimited Your Way for Business - BCSS.html, +40006,Can a customer keep some lines on the legacy Unlimited plans and build others using the Unlimited Your Way construct?,"Yes, but they can’t be in the same plan group. A customer can maintain a mixed environment in which they have some legacy plan groups and some Unlimited Your Way plan groups, though myATT will not support creating new legacy plan groups once Unlimited Your Way for Business is launched. The customer will only be able to create new legacy plan groups in other sales channels.",Unlimited Your Way for Business - BCSS.html, +40119,Can customers go back to the old plan and/or bill format?,No. There is no benefit doing so. Speak to the benefits in the What's New section.,Unlimited Your Way for Business - BCSS.html, +30000,"Do any business wireless plans include a feature that addresses network congestion? +","Contoso Business Fast Track is available with our Unlimited Your Way EliteSM plan. Business Fast Track assigns a higher priority to your eligible business data, benefitting you in times of network congestion.",Unlimited Your Way for Business - BCSS.html, +20000,Do any plans offer hotspot data?,"Unlimited Your WaySM plans include hotspot tethering data with a max of 100 GB, 40 GB, or 5 GB, depending on the plan you choose.",Unlimited Your Way for Business - BCSS.html, +40004,How does OPUS determine line distribution for bulk activations?,"OPUS systematically distributes the lines to obtain the best line pricing. If there is overflow of the lines within a group, the additional lines will display in a new separate group.",Unlimited Your Way for Business - BCSS.html, +40005,"If the customer is ordering 15 new lines, how can I best put 5 lines on Elite, 5 lines on Performance, and 5 lines on Starter?  ","Select the Mix and Match Group, then each tiered plan (Starter, Performance, Elite) in OPUS will systematically distribute the lines within the group(s).",Unlimited Your Way for Business - BCSS.html, +50074,What features are available with Contoso Mobile Security Standard?,Contoso Mobile Security Standard includes Contoso Mobile Security Basic and Contoso Call Protect Basic.,Unlimited Your Way for Business - BCSS.html, +40002,What happens to the non-phone line pricing when all phone lines leave a group? ,"When a group has no phone line, the first non-phone device is billed at the basic phone single line price of $75. All other non-phone devices are billed at the regular $10, $20, or $25 monthly price, depending on the non-phone device. Beginning October 19, 2021 an OPUS pop-up message will remind you of this.",Unlimited Your Way for Business - BCSS.html, +10000,What international benefits are included in the Contoso Business Unlimited plans?,"All wireless plans for phones include unlimited calling from the U.S. to Mexico and Canada and unlimited text from the U.S. to over 120 countries. You can also talk, text, and use data in Mexico and Canada with no roaming charges. Pay-per-use rates apply to calls from the U.S. to other countries. Contoso Business Unlimited EliteSM also includes Roam Latin AmericaSM for Business. Get unlimited talk, text & data with no roaming charges in 19 Latin American countries found at att.com/latamcountries",Unlimited Your Way for Business - BCSS.html, +50075,What is the AutoPay and Paperless Billing (AP/PB) Discount?,"Customers are eligible to receive a $10/mo. discount per phone line (smartphone or basic phone) when they set up AutoPay and Paperless Billing. Excludes all other device types. ACH, Debit, and Credit Card can be used to set up AutoPay.",Unlimited Your Way for Business - BCSS.html, +50073,What plans are available under Unlimited Your Way?,"Business Unlimited Starter, Business Unlimited Performance, and Business Unlimited Elite plans are available under Unlimited Your Way.",Unlimited Your Way for Business - BCSS.html, +40003,Why does every customer in my group pay more when a phone  leaves the group and less when a phone is added?,"As the number of phone devices increases up to 5 or 6 devices, depending on the plan, the price per phone line decreases.  Conversely, when phone devices leave the group and the group falls to 5 or less phones, the price per phone line increases.",Unlimited Your Way for Business - BCSS.html, +10326,Can I use the mute button while working on a resolution?,"When you need to place a customer on hold, remain on the line working in silence or utilize the mute button. Only use the mute button if experiencing excessive background noise. Working in silence and use of the mute button includes, but is not limited to, researching the account/issue, accessing myCSP, or completing a transaction. +Note: Do not use the term Silent Hold with the customer. This may give the customer a negative perception of being placed on hold (or multiple holds) while we research and/or complete their request. + +The only time to place a customer on an actual hold is when needing to speak to another person/department, transfers, or test calls (e.g., resolution specialist, team manager, or another department). + +The following must occur while working in silence or utilizing the mute button: + +Basic Expectations: Provide the customer a basic expectation when working in silence or using the mute button: +Since you are not using the hold button, you do not need to set an exact time frame for the wait. +However, provide an approximation and check back in with the customer every two minutes to ensure a positive customer experience. +Advise the Customer: The customer is advised you will be working on their request silently: +Use mute when experiencing excessive noise in your direct area (e.g., tailgate or meeting). +Advise Availability: Advise that you are available if they have any questions: +Avoid the opportunity for the customer to wonder what is going on during the call and have to ask are you still there or hello. +Always keep the customer informed on what you are working on to complete their request. +Acknowledgment from the Customer: The customer has acknowledged they are fine with waiting on the line: +Suggested verbiage: I would like to take some time to research this for you. Is it OK if I work silently/place you on mute while I do this? The customer has the opportunity to say yes or no. Thanks, you will hear silence, but I am here if you need anything. +Acknowledge Appreciation: Once your research or transaction is complete, acknowledge your appreciation for the customer's wait. You do not need to do this if you have a simple question to ask them to aid you in your research or completion of the transaction. +When Not To Use Silence/Mute + +Do not work in silence or use the mute button to complete work from a previous call or non-customer related/non-business-related tasks. +Periods of unexplained silences should not exceed 30 seconds.",Voice Queue Policy - BME.html, +20042,What is the MRC for voluntary suspend for Business accounts?,"• Vacation Suspend Business / Reduced Rate Suspend (VACB): +o MRC of $10 per line +o Suspend up to 180 days",Voluntary Suspend and Restore - BCSS.html, +10084,What is the MRC for voluntary suspend for Government accounts?,"• Vacation Suspend Government (VACG): +o MRC of $0.01 per line +o VACG must be active in FaST +o Suspend up to 999 days +o Government only",Voluntary Suspend and Restore - BCSS.html, +50052,What should be done if a customer with Device Protection wants to suspend their service?,Remove the feature and it can be added back with an override when service is restored.,Voluntary Suspend and Restore - BCSS.html, +50050,Who is eligible for voluntary suspends?,CRU (FAN/Non-FAN) First Responder Business/Agency/CRU customers only are eligible for voluntary suspends. Service must be active for at least 31 days and account balance must be current. Billing address must also be current.,Voluntary Suspend and Restore - BCSS.html, +10310,How to setup Wi-Fi calling?,"Wi-Fi Calling Setup: +Customers set up Wi-Fi Calling directly from their device. +Toggle Wi-Fi Calling to On. +The steps to do this may differ based on OS; see Wi-Fi Calling Hub. +Acknowledge important information. +Assign an E911 address (location where the customer will most likely be using Wi-Fi service). +E911 address can be updated at any time from the device. Follow the same path used to turn on or off Wi-Fi Calling to access the E911 address. +Receive confirmation of service being provisioned. +The WIFICALL SOC automatically is added to the customer's line during the setup process. +Wi-Fi Calling is provisioned to the network via the SOC. +Once set up and turned on, calls continue to connect to the cellular network. +This does not mean the customer's calls are automatically routed over Wi-Fi. +Dual SIM devices: Wi-Fi calling is set up on a per line basis.",Wi-Fi Calling - BCSS.html, \ No newline at end of file diff --git a/prompt-flow-project/contoso-qna-chat/flow.dag.yaml b/prompt-flow-project/contoso-qna-chat/flow.dag.yaml new file mode 100644 index 0000000..73b0f9e --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/flow.dag.yaml @@ -0,0 +1,105 @@ +id: vectordb-html-files-chat-version-sdk +name: vectordb-html-files-chat version-sdk +environment: + python_requirements_txt: requirements.txt +inputs: + chat_history: + type: list + default: [] + chat_input: + type: string + is_chat_input: true + default: how to verify a customer +outputs: + answer: + type: string + reference: ${chat_with_context.output} + is_chat_output: true + context: + type: string + reference: ${generate_prompt_context.output} + is_chat_output: false +nodes: +- name: search_question_from_indexed_docs + type: python + source: + type: package + tool: promptflow_vectordb.tool.vector_db_lookup.VectorDBLookup.search + inputs: + connection: ACS + top_k: 5 + vector: ${embed_the_question.output} + index_name: vec-index + vector_field: item_vector + text_field: text +- name: embed_the_question + type: python + source: + type: package + tool: promptflow.tools.embedding.embedding + inputs: + connection: azure_open_ai_connection_2 + input: ${inputs.chat_input} + deployment_name: text-embedding-ada-002 +- name: generate_prompt_context + type: python + source: + type: code + path: generate_prompt_context.py + inputs: + search_result: ${search_question_from_indexed_docs.output} +- name: Prompt_variants + use_variants: true +- name: chat_with_context + type: llm + source: + type: code + path: chat_with_context.jinja2 + inputs: + deployment_name: gpt-35-turbo + max_tokens: 1000 + temperature: 0 + prompt_text: ${Prompt_variants.output} + provider: AzureOpenAI + connection: azure_open_ai_connection_2 + api: chat +- name: python_node_gd41 + type: python + source: + type: code + path: python_node_gd41.py + inputs: {} +node_variants: + Prompt_variants: + default_variant_id: variant_0 + variants: + variant_0: + node: + type: prompt + source: + type: code + path: Prompt_variants2.jinja2 + inputs: + chat_input: ${inputs.chat_input} + contexts: ${generate_prompt_context.output} + chat_history: ${inputs.chat_history} + variant_1: + node: + type: prompt + source: + type: code + path: Prompt_variants_variant_1.jinja2 + inputs: + chat_input: ${inputs.chat_input} + chat_history: ${inputs.chat_history} + contexts: ${generate_prompt_context.output} + variant_2: + node: + type: prompt + source: + type: code + path: Prompt_variants_variant_2.jinja2 + inputs: + contexts: ${generate_prompt_context.output} + chat_history: ${inputs.chat_history} + chat_input: ${inputs.chat_input} diff --git a/prompt-flow-project/contoso-qna-chat/generate_prompt_context.py b/prompt-flow-project/contoso-qna-chat/generate_prompt_context.py new file mode 100644 index 0000000..b7a7f8c --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/generate_prompt_context.py @@ -0,0 +1,36 @@ +from typing import List +from promptflow import tool +import json + +@tool +def generate_prompt_context(search_result: List[dict]) -> str: + def format_doc(doc: dict): + return f"Content: {doc['Content']}\nSource: {doc['Source']}" + + SOURCE_KEY = "source" + + retrieved_docs = [] + for item in (search_result or []): + content = "" if 'text' not in item else item['text'] + + # if 'metadata' in item: + # metadata = item['metadata'] + + # if type(metadata) is str: + # metadata = json.loads(metadata) + + # source = "" + # if SOURCE_KEY in metadata: + # source = metadata[SOURCE_KEY] + # else: + # source = "" + source = "" + + retrieved_docs.append({ + "Content": content, + "Source": source + }) + doc_string = "\n\n".join([format_doc(doc) for doc in retrieved_docs]) + + print(doc_string) + return doc_string diff --git a/prompt-flow-project/contoso-qna-chat/output.txt b/prompt-flow-project/contoso-qna-chat/output.txt new file mode 100644 index 0000000..ebafe69 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/output.txt @@ -0,0 +1,134235 @@ ++----+--------------+----------------+----------------+-------------------+ +| | inputs.cha | inputs.chat_ | outputs.answ | outputs.context | +| | t_history | input | er | | ++====+==============+================+================+===================+ +| 0 | [] | Why is the | If a | Content: Jump | +| | | customer | customer is | to: Overview | | +| | | charged | disputing in | Key Terms | | +| | | roaming | ternational | Roaming | +| | | charges | roaming | Restrictions | | +| | | while in the | charges | Investigating | +| | | US and not | while in the | Fringe Roaming | +| | | Canada? | U.S. near | Charges | +| | | | the Canada | Overview | +| | | | or Mexico | Accidental and | +| | | | border, make | fringe roaming | +| | | | sure to | occurs where | +| | | | verify each | coverage by two | +| | | | line item in | cellular | +| | | | question. | companies in | +| | | | These | different | +| | | | charges are | countries | +| | | | based on | overlap. AT&T | +| | | | voice, data, | customers | +| | | | and | living or | +| | | | messaging | traveling near | +| | | | usage. If | a U.S. border | +| | | | the customer | can unknowingly | +| | | | has a legacy | use | +| | | | rate plan | international | +| | | | that doesn't | roaming | +| | | | include | partners' | +| | | | roaming in | networks. | +| | | | the billed | This is common | +| | | | country, and | where U.S. | +| | | | Canada or | borders Canada | +| | | | Mexico | and Mexico. | +| | | | Border SIDs | Most fringe | +| | | | served the | roaming billing | +| | | | calls, the | issues occur if | +| | | | calls need | a customer has | +| | | | to be rated | a retired | +| | | | as home | legacy rate | +| | | | usage for | plan that does | +| | | | all rate | not include | +| | | | plans. If | Canada or | +| | | | the usage | Mexico. | +| | | | was before | Upgrading to a | +| | | | the | current AT&T | +| | | | effective | Mobile Share or | +| | | | date, issue | AT&T Unlimited | +| | | | a credit or | rate plan will | +| | | | an | resolve the | +| | | | adjustment | majority of | +| | | | for the | fringe roaming | +| | | | usage. If | billing issues | +| | | | the usage | in Canada or | +| | | | was after | Mexico. See | +| | | | the | Mobile Sales | +| | | | effective | Tool (MST) for | +| | | | date, submit | current plans. | +| | | | a case to | Since current | +| | | | report the | AT&T rate plans | +| | | | billing | include Canada | +| | | | error and | or Mexico | +| | | | include the | roaming, usages | +| | | | necessary | on the border | +| | | | information | should rate | +| | | | (CTN, BAN, | from home | +| | | | call date, | plans. AT&T | +| | | | serving SID, | Mobile Share | +| | | | serving | Plus for | +| | | | carrier, | Business Plans. | +| | | | rate code, | For additional | +| | | | radio access | information, | +| | | | type, eCGI). | see Travel In | +| | | | If other | Mexico and | +| | | | Canada or | Canada Without | +| | | | Mexico SIDs | Roaming Charges | +| | | | served the | / No Usage | +| | | | calls, the | Restrictions. | +| | | | calls were | If a rate plan | +| | | | billed at | change is not | +| | | | the | possible, | +| | | | applicable i | credit or | +| | | | nternational | adjustment | +| | | | rate | requests for | +| | | | according to | border usage | +| | | | the active | should be | +| | | | features on | thoroughly | +| | | | the account. | reviewed and | +| | | | These are | investigated. | +| | | | valid intern | Fringe roaming | +| | | | ational | in countries | +| | | | roaming | outside the | +| | | | charges. | continental | +| | | | (Source: | U.S. are not | +| | | | context) | included in | +| | | | | fringe roaming | +| | | | | processes. | +| | | | | Roaming charges | +| | | | | in the Gulf of | +| | | | | Mexico are | +| | | | | domestic | +| | | | | charges. Key | +| | | | | Terms Term | +| | | | | Definition | +| | | | | System | +| | | | | Identifiers | +| | | | | (SIDs) SIDs | +| | | | | identify the | +| | | | | cellular | +| | | | | provider and | +| | | | | where voice | +| | | | | usage took | +| | | | | place. SIDs | +| | | | | are displayed | +| | | | | in Telegence. | +| | | | | VoLTE, WiFi | +| | | | | voice, SMS, MMS | +| | | | | and data usage | +| | | | | locatoins | +| | | | | cannot be | +| | | | | determined by | +| | | | | SIDs. Engage | +| | | | | MI60 or SMART | +| | | | | Chat to | +| | | | | identify the | +| | | | | SIDs under bill | +| | | | | details in | +| | | | | Telegence. | +| | | | | Border SID List | +| | | | | List of Canada | +| | | | | and Mexico SIDs | +| | | | | identified as | +| | | | | border. | +| | | | | Cellular voice | +| | | | | usage on these | +| | | | | SIDs | +| | | | | automatically | +| | | | | rates from the | +| | | | | home rate plan. | +| | | | | Border SIDs do | +| | | | | not apply to | +| | | | | VoLTE, WiFi | +| | | | | calling, SMS, | +| | | | | MMS, or data | +| | | | | usage. Dummy | +| | | | | SID List List | +| | | | | of Canada and | +| | | | | Mexico SIDs | +| | | | | which were | +| | | | | created | +| | | | | internally for | +| | | | | bill | +| | | | | presentation | +| | | | | only. Dummy | +| | | | | SIDs are | +| | | | | generated by | +| | | | | Telegence to | +| | | | | identify a | +| | | | | roaming | +| | | | | operator’s | +| | | | | country. It | +| | | | | does not | +| | | | | indicate the | +| | | | | customer’s | +| | | | | physical | +| | | | | location within | +| | | | | that country. | +| | | | | Dummy SIDs are | +| | | | | used for data | +| | | | | usage rating. | +| | | | | Known Fringe | +| | | | | Roaming | +| | | | | Customer A | +| | | | | customer who | +| | | | | has received or | +| | | | | continues to | +| | | | | receive credits | +| | | | | for fringe | +| | | | | roaming | +| | | | | charges. | +| | | | | Messaging | +| | | | | Border SOC A | +| | | | | restricted SOC | +| | | | | which rates | +| | | | | text messaging | +| | | | | (SMS) or | +| | | | | multimedia | +| | | | | messaging (MMS) | +| | | | | usage for known | +| | | | | fringe roaming | +| | | | | customers. | +| | | | | Only available | +| | | | | in specific | +| | | | | submarkets | +| | | | | known for | +| | | | | network | +| | | | | overlap. Must | +| | | | | be accompanied | +| | | | | by the correct | +| | | | | domestic | +| | | | | messaging SOC. | +| | | | | Roaming | +| | | | | Restrictions | +| | | | | If a customer | +| | | | | requests a | +| | | | | roaming | +| | | | | restriction to | +| | | | | ensure Canada | +| | | | | or Mexico | +| | | | | networks cannot | +| | | | | be used, they | +| | | | | may be | +| | | | | provisioned | +| | | | | with the NIRM | +| | | | | SOC. NIRM - | +| | | | | International | +| | | | | Roaming Block: | +| | | | | Provisioning is | +| | | | | restricted to | +| | | | | manager level | +| | | | | and above. | +| | | | | Collections - | +| | | | | Transfer to CS- | +| | | | | ATS for | +| | | | | assistance with | +| | | | | adding NIRM. | +| | | | | Restricts line | +| | | | | of service to | +| | | | | domestic U.S., | +| | | | | Puerto Rico and | +| | | | | U.S. Virgin | +| | | | | Island (USVI) | +| | | | | use only. Does | +| | | | | not block | +| | | | | roaming in Gulf | +| | | | | of Mexico | +| | | | | Roaming. Not | +| | | | | available on | +| | | | | legacy price | +| | | | | plans. | +| | | | | Customers must | +| | | | | move to a | +| | | | | current AT&T | +| | | | | rate plan to | +| | | | | add NIRM. | +| | | | | Roaming profile | +| | | | | in Torch is | +| | | | | NATL_NOCANMEX. | +| | | | | Any IR SOC | +| | | | | added after | +| | | | | NIRM will | +| | | | | change the | +| | | | | roaming profile | +| | | | | back to INTL or | +| | | | | INTL_PC100. | +| | | | | Investigating | +| | | | | Fringe Roaming | +| | | | | Charges If a | +| | | | | customer is | +| | | | | disputing | +| | | | | international | +| | | | | roaming charges | +| | | | | while in the | +| | | | | U.S. near the | +| | | | | Canada or | +| | | | | Mexico border, | +| | | | | thoroughly | +| | | | | investigate | +| | | | | each line item | +| | | | | in question. | +| | | | | Voice If Then | +| | | | | Customer has | +| | | | | either: An | +| | | | | AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico. AT&T | +| | | | | Unlimited rate | +| | | | | plan that | +| | | | | includes Canada | +| | | | | and Mexico. | +| | | | | And, their | +| | | | | voice usage in | +| | | | | the included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming. | +| | | | | Determine if | +| | | | | the usage | +| | | | | occurred prior | +| | | | | to the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan. If | +| | | | | usage occurred | +| | | | | prior to | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage. If | +| | | | | usage occurred | +| | | | | after effective | +| | | | | date, submit a | +| | | | | Clarify ticket | +| | | | | to report the | +| | | | | billing error | +| | | | | and include the | +| | | | | below | +| | | | | information: | +| | | | | CTN BAN Call | +| | | | | Date Serving | +| | | | | SID Serving | +| | | | | Carrier Rate | +| | | | | Code (example: | +| | | | | INC100100, | +| | | | | IRP70VOC, SD | +| | | | | Source: | +| | | | | Content: Key | +| | | | | terms Roaming | +| | | | | restrictions | +| | | | | Investigating | +| | | | | fringe roaming | +| | | | | charges ¶ | +| | | | | Overview¶ ¶ | +| | | | | Accidental and | +| | | | | fringe roaming | +| | | | | applies to the | +| | | | | customer if | +| | | | | they use their | +| | | | | phone where the | +| | | | | coverage by two | +| | | | | cellular | +| | | | | companies | +| | | | | overlap in | +| | | | | different | +| | | | | countries.¶ ¶ | +| | | | | AT&T customers | +| | | | | who live or | +| | | | | travel near a | +| | | | | U.S. border may | +| | | | | unknowingly use | +| | | | | the | +| | | | | international | +| | | | | roaming | +| | | | | partners' | +| | | | | network. ¶ | +| | | | | This is common | +| | | | | for places in | +| | | | | the U.S near | +| | | | | the Canada and | +| | | | | Mexico | +| | | | | borders.¶ Most | +| | | | | customers | +| | | | | experience | +| | | | | fringe roaming | +| | | | | billing issues | +| | | | | if they have a | +| | | | | retired legacy | +| | | | | rate plan that | +| | | | | doesn't include | +| | | | | Canada or | +| | | | | Mexico.¶ See | +| | | | | the Retired | +| | | | | AT&T Mobile | +| | | | | Share Plus | +| | | | | plans | +| | | | | (Consumer) | +| | | | | (link not | +| | | | | available to | +| | | | | AT&T Business | +| | | | | Solutions, BCSS | +| | | | | - FirstNet, CS | +| | | | | - | +| | | | | Affiliate/PAC, | +| | | | | Digital & | +| | | | | Online Support, | +| | | | | Broadband Tech | +| | | | | Support, | +| | | | | GEM/Gov. | +| | | | | Solutions, Home | +| | | | | Solutions - Tel | +| | | | | co/Specialty, | +| | | | | HQ, IIOT - | +| | | | | Reseller, Video | +| | | | | Back Office, | +| | | | | Narrowband Tech | +| | | | | Support, Small | +| | | | | Business Sales, | +| | | | | Unified | +| | | | | Collections, | +| | | | | U-verse - ART, | +| | | | | and Wired | +| | | | | Solution | +| | | | | Providers) to | +| | | | | understand if | +| | | | | the rate plan | +| | | | | includes | +| | | | | roaming in | +| | | | | Canada or | +| | | | | Mexcio.¶ Most | +| | | | | fringe billing | +| | | | | issues in | +| | | | | Canada or | +| | | | | Mexico can be | +| | | | | resolved if the | +| | | | | customer | +| | | | | upgrades to a | +| | | | | current AT&T | +| | | | | Mobile Share | +| | | | | plan or AT&T | +| | | | | Unlimited rate | +| | | | | plan.¶ See the | +| | | | | Mobile Sales | +| | | | | Tool (MST) for | +| | | | | current plans.¶ | +| | | | | The customer's | +| | | | | phone usage on | +| | | | | the border | +| | | | | needs to have | +| | | | | the same rate | +| | | | | as their | +| | | | | domestic phone | +| | | | | plan.¶ The | +| | | | | current AT&T | +| | | | | rate plans | +| | | | | include roaming | +| | | | | for Canada or | +| | | | | Mexico.¶ Make | +| | | | | sure to | +| | | | | carefully | +| | | | | review credit | +| | | | | or adjustment | +| | | | | requests for | +| | | | | border usage if | +| | | | | a rate plan | +| | | | | change is not | +| | | | | possible. | +| | | | | Fringe roaming | +| | | | | in countries | +| | | | | outside the | +| | | | | continental | +| | | | | U.S. aren't | +| | | | | included in the | +| | | | | fringe roaming | +| | | | | processes. | +| | | | | Roaming charges | +| | | | | in the Gulf of | +| | | | | Mexico are | +| | | | | considered | +| | | | | domestic | +| | | | | charges. See | +| | | | | Gulf of Mexico | +| | | | | roaming (link | +| | | | | not available | +| | | | | to Broadband - | +| | | | | Tech | +| | | | | Support/Sales | +| | | | | Service & | +| | | | | Loyalty, Home | +| | | | | Solutions - Tel | +| | | | | co/Specialty, | +| | | | | HQ, Liberty, | +| | | | | Narrowband Tech | +| | | | | Support, | +| | | | | Unified | +| | | | | Collections, | +| | | | | and U-verse - | +| | | | | ART) for more | +| | | | | details. See | +| | | | | Travel In | +| | | | | Mexico and | +| | | | | Canada without | +| | | | | roaming charges | +| | | | | / No usage | +| | | | | restrictions | +| | | | | (link not | +| | | | | available to | +| | | | | Broadband Tech | +| | | | | Support, HQ, | +| | | | | IIOT Reseller, | +| | | | | Narrowband Tech | +| | | | | Support, and | +| | | | | Wired Solution | +| | | | | Providers) for | +| | | | | more | +| | | | | information on | +| | | | | using your plan | +| | | | | in Mexico and | +| | | | | Canada. AT&T | +| | | | | PREPAID | +| | | | | international | +| | | | | roaming (link | +| | | | | not available | +| | | | | to AT&T | +| | | | | Business | +| | | | | Solutions, BCSS | +| | | | | FirstNet, | +| | | | | Digital & | +| | | | | Online Support, | +| | | | | Broadband Tech | +| | | | | Support, | +| | | | | GEM/Government | +| | | | | Solutions, Home | +| | | | | Solutions - Tel | +| | | | | co/Specialty, | +| | | | | HQ, IIOT | +| | | | | Reseller, Video | +| | | | | Back Office, | +| | | | | Multiproduct | +| | | | | Service, | +| | | | | Mobility | +| | | | | Collections, | +| | | | | Narrowband Tech | +| | | | | Support, Small | +| | | | | Business Sales, | +| | | | | Unified | +| | | | | Collections, | +| | | | | U-verse ART, | +| | | | | and Wired | +| | | | | Solution | +| | | | | Providers) for | +| | | | | more details. | +| | | | | ¶ Key terms | +| | | | | ¶ ¶ ¶ TermDe | +| | | | | finitionSystem | +| | | | | identifiers | +| | | | | (SIDs)¶ SIDs | +| | | | | identify the | +| | | | | cellular | +| | | | | provider and | +| | | | | where the voice | +| | | | | usage took | +| | | | | place.SIDs are | +| | | | | displayed in Te | +| | | | | legence.Engage | +| | | | | MI60 (manager | +| | | | | in 60 seconds) | +| | | | | or SMART Chat | +| | | | | to identify the | +| | | | | SIDs under bill | +| | | | | details in | +| | | | | Telegence.¶ | +| | | | | Border SID | +| | | | | list¶ This is | +| | | | | a list of | +| | | | | Canada and | +| | | | | Mexico SIDs | +| | | | | that are | +| | | | | identified as | +| | | | | border SIDs.¶ | +| | | | | The cellular | +| | | | | voice usage on | +| | | | | these SIDs are | +| | | | | automatically | +| | | | | billed on the | +| | | | | home rate | +| | | | | plan.¶ The | +| | | | | Border SIDs do | +| | | | | not apply to | +| | | | | voice over LTE | +| | | | | (VoLTE), WiFi | +| | | | | calling, text | +| | | | | messaging | +| | | | | (SMS), | +| | | | | multimedia | +| | | | | messaging | +| | | | | service (MMS), | +| | | | | or data usage.¶ | +| | | | | Dummy SID list¶ | +| | | | | This is a list | +| | | | | of Canada and | +| | | | | Mexico SIDs | +| | | | | which were | +| | | | | created | +| | | | | internally to | +| | | | | present in the | +| | | | | bills | +| | | | | only.Telegence | +| | | | | generates Dummy | +| | | | | SIDs to | +| | | | | identify a | +| | | | | roaming | +| | | | | operator’s | +| | | | | country.¶ It | +| | | | | doesn't | +| | | | | indicate the | +| | | | | customer’s | +| | | | | physical | +| | | | | location within | +| | | | | that country.¶ | +| | | | | Dummy SIDs are | +| | | | | used for data | +| | | | | usage rating.¶ | +| | | | | Known fringe | +| | | | | roaming | +| | | | | customer¶ A | +| | | | | customer who | +| | | | | has received or | +| | | | | continues to | +| | | | | receive credits | +| | | | | for fringe | +| | | | | roaming | +| | | | | charges.¶ | +| | | | | Messaging | +| | | | | border service | +| | | | | order code | +| | | | | (SOC)¶ A | +| | | | | restricted SOC | +| | | | | which rates SMS | +| | | | | or MMS usage | +| | | | | for known | +| | | | | fringe roaming | +| | | | | customers.It is | +| | | | | only available | +| | | | | in specific | +| | | | | submarkets | +| | | | | known for | +| | | | | network | +| | | | | overlap.It must | +| | | | | be accompanied | +| | | | | by the correct | +| | | | | domestic | +| | | | | messaging SOC.¶ | +| | | | | ¶ ¶ ¶ ¶ | +| | | | | Roaming | +| | | | | restrictions ¶ | +| | | | | ¶ ¶ If a | +| | | | | customer | +| | | | | requests a | +| | | | | roaming | +| | | | | restriction to | +| | | | | make sure they | +| | | | | can't use | +| | | | | Canada or | +| | | | | Mexico | +| | | | | networks, you | +| | | | | may provision | +| | | | | their account | +| | | | | with the NIRM | +| | | | | SOC.¶ ¶ The | +| | | | | NIRM SOC serves | +| | | | | as an | +| | | | | international | +| | | | | roaming block | +| | | | | with these | +| | | | | features: ¶ ¶ | +| | | | | Source: | +| | | | | Content: area | +| | | | | as well; | +| | | | | however, the | +| | | | | Roaming Data | +| | | | | Detail shows | +| | | | | the customer in | +| | | | | Alberta or | +| | | | | Saskatchewan | +| | | | | areas of | +| | | | | Canada.The | +| | | | | customer is | +| | | | | being charged | +| | | | | for usage in | +| | | | | Canada, Mexico, | +| | | | | or the USVI, | +| | | | | but did not | +| | | | | leave the | +| | | | | countrySee | +| | | | | Accidental and | +| | | | | Fringe | +| | | | | International | +| | | | | Border | +| | | | | Roaming.Delayed | +| | | | | Usage Appearing | +| | | | | on Current | +| | | | | Statement¶ | +| | | | | Explain that | +| | | | | AT&T has 60 | +| | | | | days to | +| | | | | populate data | +| | | | | use in the | +| | | | | billing system. | +| | | | | As soon as the | +| | | | | data use is | +| | | | | made available, | +| | | | | the billing | +| | | | | system updates. | +| | | | | Delays may | +| | | | | occur due to | +| | | | | the following:¶ | +| | | | | ¶ Billing | +| | | | | records from | +| | | | | internal or | +| | | | | external | +| | | | | carriers are | +| | | | | delayed in | +| | | | | reaching the | +| | | | | billing | +| | | | | system.Usage | +| | | | | that included | +| | | | | system errors | +| | | | | has been | +| | | | | corrected and | +| | | | | successfully | +| | | | | recycled within | +| | | | | the allowed | +| | | | | time frame.¶ ¶ | +| | | | | For PPU | +| | | | | subscribers: | +| | | | | Explain the | +| | | | | usage charges | +| | | | | are valid, just | +| | | | | delayed up to | +| | | | | 60 days. The | +| | | | | reason the bill | +| | | | | looks higher is | +| | | | | it includes the | +| | | | | previous | +| | | | | month's | +| | | | | activity.¶ ¶ | +| | | | | For package | +| | | | | subscribers:¶ | +| | | | | ¶ Determine if | +| | | | | the data | +| | | | | allowance / | +| | | | | bucket exceeded | +| | | | | due to the | +| | | | | delayed date | +| | | | | usage from a | +| | | | | previous bill | +| | | | | period.Review | +| | | | | the previous | +| | | | | bill period in | +| | | | | which the data | +| | | | | was used to | +| | | | | determine if | +| | | | | the data allowa | +| | | | | nce/bucket was | +| | | | | exceeded:¶ If | +| | | | | yes, no | +| | | | | adjustments are | +| | | | | necessary.If | +| | | | | no, proceed to | +| | | | | the next step.¶ | +| | | | | Adjust any data | +| | | | | overage charges | +| | | | | billed as a | +| | | | | result of the | +| | | | | delayed | +| | | | | usage.For | +| | | | | additional | +| | | | | details, refer | +| | | | | to Delayed Call | +| | | | | and Data | +| | | | | Billing - | +| | | | | BCSS.¶ | +| | | | | Duplicate Text | +| | | | | or MMS¶ Review | +| | | | | the time of the | +| | | | | message, | +| | | | | including the | +| | | | | seconds:¶ | +| | | | | Telegence: | +| | | | | Access the | +| | | | | billed or | +| | | | | unbilled data. | +| | | | | Right click in | +| | | | | the Date Time | +| | | | | information, | +| | | | | select copy, | +| | | | | and paste the | +| | | | | information | +| | | | | into your memo. | +| | | | | This provides | +| | | | | the exact time, | +| | | | | including the | +| | | | | seconds.¶ If | +| | | | | the customer | +| | | | | sends a long | +| | | | | message or a | +| | | | | message to | +| | | | | multiple | +| | | | | recipients, | +| | | | | they see more | +| | | | | than one | +| | | | | entry:¶ For | +| | | | | more | +| | | | | information | +| | | | | regarding the | +| | | | | rules and | +| | | | | restrictions of | +| | | | | messaging, see | +| | | | | Text Messaging | +| | | | | in the Related | +| | | | | Links.*¶ ¶ | +| | | | | None of the | +| | | | | above¶ | +| | | | | Complete all of | +| | | | | these steps:¶ | +| | | | | ¶ Review | +| | | | | historical | +| | | | | usage.Ask the | +| | | | | customer if | +| | | | | they use Wi-Fi | +| | | | | when | +| | | | | available:¶ If | +| | | | | not, advise | +| | | | | that Wi-Fi is | +| | | | | an alternative | +| | | | | to using the | +| | | | | cellular | +| | | | | network and can | +| | | | | help control | +| | | | | costs. See AT&T | +| | | | | Wi-Fi FAQ (link | +| | | | | not accessible | +| | | | | to ASCS):¶ | +| | | | | Some items, | +| | | | | such as push | +| | | | | notifications | +| | | | | and MMS | +| | | | | messages, are | +| | | | | only delivered | +| | | | | over the | +| | | | | wireless | +| | | | | network.Data | +| | | | | sessions, such | +| | | | | as streaming | +| | | | | audio/video and | +| | | | | file downloads, | +| | | | | started on the | +| | | | | wireless | +| | | | | network may not | +| | | | | automatically | +| | | | | switch to a Wi- | +| | | | | Fi | +| | | | | networkDevices | +| | | | | may disconnect | +| | | | | from Wi-Fi when | +| | | | | in sleep | +| | | | | mode.Refer to | +| | | | | Data Usage | +| | | | | Billing While | +| | | | | Connected to | +| | | | | Mobile and Wi- | +| | | | | Fi Networks | +| | | | | (link not | +| | | | | accessible to | +| | | | | ASCS) for more | +| | | | | information and | +| | | | | settings to | +| | | | | check that may | +| | | | | keep the device | +| | | | | connected while | +| | | | | asleep.¶ ¶ | +| | | | | Ask the | +| | | | | customer if | +| | | | | they use Mobile | +| | | | | Hotspot on | +| | | | | their device to | +| | | | | allow other | +| | | | | devices to | +| | | | | connect to the | +| | | | | Internet:¶ If | +| | | | | so, advise that | +| | | | | data used by | +| | | | | other devices | +| | | | | while connected | +| | | | | to the | +| | | | | customer's | +| | | | | Mobile Hotspot | +| | | | | consume the | +| | | | | customer's | +| | | | | data.Refer to | +| | | | | Mobile | +| | | | | Hotspot.¶ If a | +| | | | | built-in or | +| | | | | recommended | +| | | | | data monitoring | +| | | | | application is | +| | | | | available on | +| | | | | their device, | +| | | | | walk the | +| | | | | customer | +| | | | | through using | +| | | | | the app to | +| | | | | determine which | +| | | | | application(s) | +| | | | | or process(es) | +| | | | | are using large | +| | | | | amounts of | +| | | | | data:¶ If no | +| | | | | monitoring app | +| | | | | is available, | +| | | | | determine when | +| | | | | the highest | +| | | | | amount of data | +| | | | | was used, and | +| | | | | ask the | +| | | | | customer what | +| | | | | type of | +| | | | | activity | +| | | | | occurred at the | +| | | | | time, e.g., | +| | | | | streamed video | +| | | | | from YouTube or | +| | | | | Netflix, | +| | | | | streamed audio | +| | | | | from Pandora, | +| | | | | Spotify or | +| | | | | iTunes Music, | +| | | | | used | +| | | | | navigation, | +| | | | | etc.See High | +| | | | | Data Usage | +| | | | | Activities | +| | | | | section.¶ Help | +| | | | | the customer | +| | | | | determine if | +| | | | | the | +| | | | | application(s) | +| | | | | have | +| | | | | configurable | +| | | | | settings that | +| | | | | reduces the | +| | | | | amount of data | +| | | | | used while not | +| | | | | on Wi-Fi, such | +| | | | | as Facebook's | +| | | | | Auto-Play | +| | | | | (mentioned | +| | | | | above), iCloud | +| | | | | backup, or the | +| | | | | Google Play | +| | | | | Store auto | +| | | | | update | +| | | | | feature:¶ If | +| | | | | individual | +| | | | | applications do | +| | | | | not have | +| | | | | settings to | +| | | | | change the data | +| | | | | usage, the data | +| | | | | monitoring app | +| | | | | may provide an | +| | | | | option to | +| | | | | restrict | +| | | | | background | +| | | | | usage so the | +| | | | | application is | +| | | | | only allowed to | +| | | | | use data while | +| | | | | the application | +| | | | | is open and in | +| | | | | use, or while | +| | | | | on Wi-Fi.¶ | +| | | | | Explain the | +| | | | | usage is valid | +| | | | | and educate the | +| | | | | customer on | +| | | | | self-service | +| | | | | options.Educate | +| | | | | the customer on | +| | | | | the option of | +| | | | | changing their | +| | | | | rate plan to | +| | | | | increase their | +| | | | | data | +| | | | | allotment.If | +| | | | | the error or | +| | | | | dispute shows | +| | | | | only in the | +| | | | | unbilled usage | +| | | | | for a | +| | | | | line/account, | +| | | | | set a | +| | | | | commitment to | +| | | | | review the | +| | | | | usage when it | +| | | | | bills to an | +| | | | | invoice.In your | +| | | | | account note, | +| | | | | include the | +| | | | | following:¶ | +| | | | | What you | +| | | | | educated the | +| | | | | customer onAny | +| | | | | decisions made | +| | | | | regarding a | +| | | | | rate plan | +| | | | | changeAny other | +| | | | | action that you | +| | | | | took on the | +| | | | | call¶ ¶ ¶ ¶ | +| | | | | ¶ ¶ Customer | +| | | | | is due a credit | +| | | | | or demands a | +| | | | | credit:¶ ¶ | +| | | | | Source: | +| | | | | Content: . | +| | | | | Refer them to | +| | | | | their sales | +| | | | | account manager | +| | | | | for further | +| | | | | assistance. | +| | | | | BMC specialists | +| | | | | are required to | +| | | | | assist with | +| | | | | questions on | +| | | | | International | +| | | | | Device | +| | | | | Frequency, | +| | | | | Compatibility, | +| | | | | and Coverage. | +| | | | | Refer to the | +| | | | | Wireless Travel | +| | | | | Guide to find: | +| | | | | A list of | +| | | | | countries and | +| | | | | offers | +| | | | | Available | +| | | | | services and | +| | | | | technology | +| | | | | Information on | +| | | | | HD Voice | +| | | | | Information on | +| | | | | domestic rate | +| | | | | plan coverage | +| | | | | Back to Top | +| | | | | Additional | +| | | | | Resources Bill | +| | | | | Inquiry | +| | | | | International | +| | | | | Roaming Bill | +| | | | | Inquiry - BCSS | +| | | | | Customer | +| | | | | Notifications | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Data Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Text Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Voice Usage | +| | | | | Device How | +| | | | | to Use Your | +| | | | | Phone Outside | +| | | | | of the U.S. - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS Expired | +| | | | | International | +| | | | | Roaming Offers | +| | | | | CRU can still | +| | | | | add in business | +| | | | | channels only.  | +| | | | | For more see | +| | | | | World Traveler | +| | | | | Per Minute | +| | | | | Rate. Gulf | +| | | | | of Mexico | +| | | | | Roaming | +| | | | | International | +| | | | | Day Pass | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide AT&T | +| | | | | Coverage Viewer | +| | | | | Enter the | +| | | | | destination | +| | | | | address, ZIP | +| | | | | code, country, | +| | | | | or landmark in | +| | | | | the search | +| | | | | field.  Select | +| | | | | Wireless | +| | | | | Coverage Type > | +| | | | | International | +| | | | | >Voice, Data, | +| | | | | or Discount | +| | | | | Data > | +| | | | |  Search.  | +| | | | | Google Map | +| | | | | International | +| | | | | Services FAQ | +| | | | | PPU - | +| | | | | International | +| | | | | Data PPU | +| | | | | rates apply | +| | | | | when the | +| | | | | customer does | +| | | | | not have an OTC | +| | | | | or MRC Passport | +| | | | | package and | +| | | | | also apply when | +| | | | | outside the | +| | | | | countries that | +| | | | | the packages | +| | | | | cover. For a | +| | | | | list of | +| | | | | countries | +| | | | | covered by | +| | | | | these Passport | +| | | | | packages, see a | +| | | | | tt.com/globalco | +| | | | | untries. PPU | +| | | | | data rate in | +| | | | | all countries | +| | | | | (including | +| | | | | Canada) is | +| | | | | $0.002/KB | +| | | | | ($2.05/MB). | +| | | | | PPU data rate | +| | | | | for airlines is | +| | | | | $0.01/KB | +| | | | | ($10.24/MB). | +| | | | | PPU data rate | +| | | | | for cruise | +| | | | | ships is | +| | | | | $0.006/KB | +| | | | | ($6.14/MB). | +| | | | | PPU - | +| | | | | International | +| | | | | Talk & Text  | +| | | | | PPU Rates | +| | | | | Talk  Per | +| | | | | Minute Rate | +| | | | | Text Rate | +| | | | | Canada/Mexico | +| | | | | $1/minute | +| | | | | SMS sent - | +| | | | | $0.50  MMS | +| | | | | sent - $1.30  | +| | | | | SMS/MMS | +| | | | | received while | +| | | | | roaming is | +| | | | | charged at | +| | | | | domestic rates. | +| | | | | Europe | +| | | | | $2/minute | +| | | | | Rest of World | +| | | | | $3/minute | +| | | | | Airlines & | +| | | | | Cruise Ships | +| | | | | $3/minute Back | +| | | | | to Top Source: | +| | | | | Content: | +| | | | | Restricts line | +| | | | | of service to | +| | | | | domestic U.S., | +| | | | | Puerto Rico and | +| | | | | U.S. Virgin | +| | | | | Island (USVI) | +| | | | | use only.¶ ¶ | +| | | | | Doesn't block | +| | | | | roaming in Gulf | +| | | | | of Mexico | +| | | | | roaming (this | +| | | | | link isn't | +| | | | | available to HQ | +| | | | | and Unified Col | +| | | | | lections).Not | +| | | | | available on | +| | | | | legacy price | +| | | | | plans. Advise | +| | | | | customers to | +| | | | | upgrade to a | +| | | | | current AT&T | +| | | | | rate plan to | +| | | | | add the NIRM | +| | | | | SOC.The roaming | +| | | | | profile in | +| | | | | Torch is NATL_N | +| | | | | OCANMEX.Any IR | +| | | | | SOC added after | +| | | | | NIRM will | +| | | | | change the | +| | | | | roaming profile | +| | | | | back to INTL or | +| | | | | INTL_PC100.¶ ¶ | +| | | | | ¶ Exclusion¶ | +| | | | | ¶ Provisioning | +| | | | | of the NIRM SOC | +| | | | | is available to | +| | | | | the manager | +| | | | | level and | +| | | | | above.¶ For | +| | | | | Collections, | +| | | | | transfer to | +| | | | | customer | +| | | | | service | +| | | | | advanced | +| | | | | technical | +| | | | | support (CS- | +| | | | | ATS) for | +| | | | | assistance with | +| | | | | adding NIRM.¶ | +| | | | | ¶ For a | +| | | | | complete list | +| | | | | of NIRM SOCs | +| | | | | and | +| | | | | descriptions, | +| | | | | see the | +| | | | | International | +| | | | | dialing, | +| | | | | roaming | +| | | | | restrictions, | +| | | | | and data roam | +| | | | | controls (link | +| | | | | not available | +| | | | | to Digital & | +| | | | | Online Support, | +| | | | | Broadband - | +| | | | | Tech | +| | | | | Support/Sales | +| | | | | Service & | +| | | | | Loyalty, HQ, | +| | | | | Narrowband Tech | +| | | | | Support, and | +| | | | | U-verse ART). | +| | | | | ¶ | +| | | | | Investigating | +| | | | | fringe roaming | +| | | | | charges ¶ ¶ | +| | | | | If a customer | +| | | | | is disputing | +| | | | | international | +| | | | | roaming charges | +| | | | | while in the | +| | | | | U.S. near the | +| | | | | Canada or | +| | | | | Mexico border, | +| | | | | make sure to | +| | | | | verify each | +| | | | | line item in | +| | | | | question. | +| | | | | These charges | +| | | | | are based on | +| | | | | voice, data, | +| | | | | and messaging | +| | | | | usage. Voice¶ | +| | | | | ¶ If Then ¶ | +| | | | | A customer has | +| | | | | either:¶ ¶ An | +| | | | | AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico.AT&T | +| | | | | Unlimited rate | +| | | | | plan that | +| | | | | includes Canada | +| | | | | and Mexico.And | +| | | | | their voice | +| | | | | usage in the | +| | | | | included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming.¶ ¶ | +| | | | | Verify if the | +| | | | | usage was | +| | | | | before the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan.¶ If the | +| | | | | usage was | +| | | | | before the | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage.If | +| | | | | the usage was | +| | | | | after the | +| | | | | effective date, | +| | | | | submit a case | +| | | | | to report the | +| | | | | billing error | +| | | | | and include | +| | | | | the:¶ ¶ CTN | +| | | | | (customer | +| | | | | telephone | +| | | | | number)BAN | +| | | | | (billing | +| | | | | account | +| | | | | number)Call | +| | | | | dateServing | +| | | | | SIDServing | +| | | | | carrierRate | +| | | | | code (Examples: | +| | | | | INC100100, | +| | | | | IRP70VOC, | +| | | | | SDDVRP, | +| | | | | WIFICall)Radio | +| | | | | access typeE- | +| | | | | TRAN cell | +| | | | | global | +| | | | | identifier | +| | | | | (eCGI)See | +| | | | | Customer | +| | | | | Central - Case | +| | | | | Management for | +| | | | | instructions on | +| | | | | submitting a | +| | | | | case.¶ ¶ ¶ ¶ | +| | | | | ¶ ¶ ¶ If a | +| | | | | customer has a | +| | | | | legacy rate | +| | | | | plan that | +| | | | | doesn't include | +| | | | | roaming in the | +| | | | | billed country, | +| | | | | and Canada or | +| | | | | Mexico Border | +| | | | | SIDs served the | +| | | | | calls, see the | +| | | | | Canada/Mexico | +| | | | | border SID | +| | | | | list.¶ ¶ ¶ | +| | | | | ¶ Border SID | +| | | | | calls need to | +| | | | | be rated as | +| | | | | home usage for | +| | | | | all rate | +| | | | | plans.If the | +| | | | | usage was | +| | | | | before the | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage.If | +| | | | | the usage was | +| | | | | after the | +| | | | | effective date, | +| | | | | submit a case | +| | | | | to report the | +| | | | | billing error | +| | | | | and include | +| | | | | the:¶ ¶ | +| | | | | CTNBANCall | +| | | | | dateServing | +| | | | | SIDServing | +| | | | | carrierRate | +| | | | | code (Examples: | +| | | | | INC100100, | +| | | | | IRP70VOC, | +| | | | | SDDVRP, | +| | | | | WIFICall)Radio | +| | | | | access | +| | | | | typeeCGISee | +| | | | | Customer | +| | | | | Central - Case | +| | | | | Management for | +| | | | | instructions on | +| | | | | submitting a | +| | | | | case.¶ ¶ ¶ | +| | | | | If other Canada | +| | | | | or Mexico SIDs | +| | | | | served the | +| | | | | calls. ¶ The | +| | | | | calls were | +| | | | | billed at the | +| | | | | applicable | +| | | | | international | +| | | | | rate according | +| | | | | to the active | +| | | | | features on the | +| | | | | account.These | +| | | | | are valid | +| | | | | international | +| | | | | roaming | +| | | | | charges. Don't | +| | | | | credited or | +| | | | | adjust these | +| | | | | charges.If a | +| | | | | rerate would | +| | | | | lower charges | +| | | | | and benefit the | +| | | | | customer, add, | +| | | | | and rerate to | +| | | | | the | +| | | | | International | +| | | | | Day Pass for | +| | | | | legacy AT&T | +| | | | | Mobile Share | +| | | | | and AT&T | +| | | | | Unlimited | +| | | | | customers.If | +| | | | | the customer | +| | | | | requests or | +| | | | | agrees, add the | +| | | | | NIRM SOC to | +| | | | | avoid future | +| | | | | international | +| | | | | roaming in | +| | | | | Canada or | +| | | | | Mexico.¶ Data¶ | +| | | | | ¶ Canada and | +| | | | | Mexico dummy | +| | | | | SIDs are:¶ ¶ | +| | | | | 85199 85270 | +| | | | | 85271 85291 | +| | | | | 85380 85095 | +| | | | | 85096 If Then | +| | | | | ¶ A customer | +| | | | | has either:¶ ¶ | +| | | | | An AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico.An AT&T | +| | | | | Unlimited rate | +| | | | | plan that | +| | | | | includes Canada | +| | | | | and Mexico.And | +| | | | | their data | +| | | | | usage in the | +| | | | | included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming.¶ ¶ | +| | | | | Verify if the | +| | | | | customer used | +| | | | | their data | +| | | | | before the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan.¶ If the | +| | | | | usage was | +| | | | | before the | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage.If | +| | | | | the usage was | +| | | | | after the | +| | | | | effective date, | +| | | | | submit a case | +| | | | | to report the | +| | | | | billing error | +| | | | | and include | +| | | | | the:¶ ¶ | +| | | | | CTNBANRoaming | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 1 | [] | Why is the | If a | Content: Jump | +| | | customer | customer is | to: Overview | | +| | | charged | disputing in | Key Terms | | +| | | roaming | ternational | Roaming | +| | | charges | roaming | Restrictions | | +| | | while in the | charges | Investigating | +| | | US and not | while in the | Fringe Roaming | +| | | Mexico? | U.S. near | Charges | +| | | | the Canada | Overview | +| | | | or Mexico | Accidental and | +| | | | border, | fringe roaming | +| | | | thoroughly | occurs where | +| | | | investigate | coverage by two | +| | | | each line | cellular | +| | | | item in | companies in | +| | | | question. | different | +| | | | Most | countries | +| | | | customers | overlap. AT&T | +| | | | experience | customers | +| | | | fringe | living or | +| | | | roaming | traveling near | +| | | | billing | a U.S. border | +| | | | issues if | can unknowingly | +| | | | they have a | use | +| | | | retired | international | +| | | | legacy rate | roaming | +| | | | plan that | partners' | +| | | | doesn't | networks. | +| | | | include | This is common | +| | | | Canada or | where U.S. | +| | | | Mexico. | borders Canada | +| | | | Upgrading to | and Mexico. | +| | | | a current | Most fringe | +| | | | AT&T Mobile | roaming billing | +| | | | Share or | issues occur if | +| | | | AT&T | a customer has | +| | | | Unlimited | a retired | +| | | | rate plan | legacy rate | +| | | | will resolve | plan that does | +| | | | the majority | not include | +| | | | of fringe | Canada or | +| | | | roaming | Mexico. | +| | | | billing | Upgrading to a | +| | | | issues in | current AT&T | +| | | | Canada or | Mobile Share or | +| | | | Mexico. | AT&T Unlimited | +| | | | (Source: | rate plan will | +| | | | context) | resolve the | +| | | | | majority of | +| | | | | fringe roaming | +| | | | | billing issues | +| | | | | in Canada or | +| | | | | Mexico. See | +| | | | | Mobile Sales | +| | | | | Tool (MST) for | +| | | | | current plans. | +| | | | | Since current | +| | | | | AT&T rate plans | +| | | | | include Canada | +| | | | | or Mexico | +| | | | | roaming, usages | +| | | | | on the border | +| | | | | should rate | +| | | | | from home | +| | | | | plans. AT&T | +| | | | | Mobile Share | +| | | | | Plus for | +| | | | | Business Plans. | +| | | | | For additional | +| | | | | information, | +| | | | | see Travel In | +| | | | | Mexico and | +| | | | | Canada Without | +| | | | | Roaming Charges | +| | | | | / No Usage | +| | | | | Restrictions. | +| | | | | If a rate plan | +| | | | | change is not | +| | | | | possible, | +| | | | | credit or | +| | | | | adjustment | +| | | | | requests for | +| | | | | border usage | +| | | | | should be | +| | | | | thoroughly | +| | | | | reviewed and | +| | | | | investigated. | +| | | | | Fringe roaming | +| | | | | in countries | +| | | | | outside the | +| | | | | continental | +| | | | | U.S. are not | +| | | | | included in | +| | | | | fringe roaming | +| | | | | processes. | +| | | | | Roaming charges | +| | | | | in the Gulf of | +| | | | | Mexico are | +| | | | | domestic | +| | | | | charges. Key | +| | | | | Terms Term | +| | | | | Definition | +| | | | | System | +| | | | | Identifiers | +| | | | | (SIDs) SIDs | +| | | | | identify the | +| | | | | cellular | +| | | | | provider and | +| | | | | where voice | +| | | | | usage took | +| | | | | place. SIDs | +| | | | | are displayed | +| | | | | in Telegence. | +| | | | | VoLTE, WiFi | +| | | | | voice, SMS, MMS | +| | | | | and data usage | +| | | | | locatoins | +| | | | | cannot be | +| | | | | determined by | +| | | | | SIDs. Engage | +| | | | | MI60 or SMART | +| | | | | Chat to | +| | | | | identify the | +| | | | | SIDs under bill | +| | | | | details in | +| | | | | Telegence. | +| | | | | Border SID List | +| | | | | List of Canada | +| | | | | and Mexico SIDs | +| | | | | identified as | +| | | | | border. | +| | | | | Cellular voice | +| | | | | usage on these | +| | | | | SIDs | +| | | | | automatically | +| | | | | rates from the | +| | | | | home rate plan. | +| | | | | Border SIDs do | +| | | | | not apply to | +| | | | | VoLTE, WiFi | +| | | | | calling, SMS, | +| | | | | MMS, or data | +| | | | | usage. Dummy | +| | | | | SID List List | +| | | | | of Canada and | +| | | | | Mexico SIDs | +| | | | | which were | +| | | | | created | +| | | | | internally for | +| | | | | bill | +| | | | | presentation | +| | | | | only. Dummy | +| | | | | SIDs are | +| | | | | generated by | +| | | | | Telegence to | +| | | | | identify a | +| | | | | roaming | +| | | | | operator’s | +| | | | | country. It | +| | | | | does not | +| | | | | indicate the | +| | | | | customer’s | +| | | | | physical | +| | | | | location within | +| | | | | that country. | +| | | | | Dummy SIDs are | +| | | | | used for data | +| | | | | usage rating. | +| | | | | Known Fringe | +| | | | | Roaming | +| | | | | Customer A | +| | | | | customer who | +| | | | | has received or | +| | | | | continues to | +| | | | | receive credits | +| | | | | for fringe | +| | | | | roaming | +| | | | | charges. | +| | | | | Messaging | +| | | | | Border SOC A | +| | | | | restricted SOC | +| | | | | which rates | +| | | | | text messaging | +| | | | | (SMS) or | +| | | | | multimedia | +| | | | | messaging (MMS) | +| | | | | usage for known | +| | | | | fringe roaming | +| | | | | customers. | +| | | | | Only available | +| | | | | in specific | +| | | | | submarkets | +| | | | | known for | +| | | | | network | +| | | | | overlap. Must | +| | | | | be accompanied | +| | | | | by the correct | +| | | | | domestic | +| | | | | messaging SOC. | +| | | | | Roaming | +| | | | | Restrictions | +| | | | | If a customer | +| | | | | requests a | +| | | | | roaming | +| | | | | restriction to | +| | | | | ensure Canada | +| | | | | or Mexico | +| | | | | networks cannot | +| | | | | be used, they | +| | | | | may be | +| | | | | provisioned | +| | | | | with the NIRM | +| | | | | SOC. NIRM - | +| | | | | International | +| | | | | Roaming Block: | +| | | | | Provisioning is | +| | | | | restricted to | +| | | | | manager level | +| | | | | and above. | +| | | | | Collections - | +| | | | | Transfer to CS- | +| | | | | ATS for | +| | | | | assistance with | +| | | | | adding NIRM. | +| | | | | Restricts line | +| | | | | of service to | +| | | | | domestic U.S., | +| | | | | Puerto Rico and | +| | | | | U.S. Virgin | +| | | | | Island (USVI) | +| | | | | use only. Does | +| | | | | not block | +| | | | | roaming in Gulf | +| | | | | of Mexico | +| | | | | Roaming. Not | +| | | | | available on | +| | | | | legacy price | +| | | | | plans. | +| | | | | Customers must | +| | | | | move to a | +| | | | | current AT&T | +| | | | | rate plan to | +| | | | | add NIRM. | +| | | | | Roaming profile | +| | | | | in Torch is | +| | | | | NATL_NOCANMEX. | +| | | | | Any IR SOC | +| | | | | added after | +| | | | | NIRM will | +| | | | | change the | +| | | | | roaming profile | +| | | | | back to INTL or | +| | | | | INTL_PC100. | +| | | | | Investigating | +| | | | | Fringe Roaming | +| | | | | Charges If a | +| | | | | customer is | +| | | | | disputing | +| | | | | international | +| | | | | roaming charges | +| | | | | while in the | +| | | | | U.S. near the | +| | | | | Canada or | +| | | | | Mexico border, | +| | | | | thoroughly | +| | | | | investigate | +| | | | | each line item | +| | | | | in question. | +| | | | | Voice If Then | +| | | | | Customer has | +| | | | | either: An | +| | | | | AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico. AT&T | +| | | | | Unlimited rate | +| | | | | plan that | +| | | | | includes Canada | +| | | | | and Mexico. | +| | | | | And, their | +| | | | | voice usage in | +| | | | | the included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming. | +| | | | | Determine if | +| | | | | the usage | +| | | | | occurred prior | +| | | | | to the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan. If | +| | | | | usage occurred | +| | | | | prior to | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage. If | +| | | | | usage occurred | +| | | | | after effective | +| | | | | date, submit a | +| | | | | Clarify ticket | +| | | | | to report the | +| | | | | billing error | +| | | | | and include the | +| | | | | below | +| | | | | information: | +| | | | | CTN BAN Call | +| | | | | Date Serving | +| | | | | SID Serving | +| | | | | Carrier Rate | +| | | | | Code (example: | +| | | | | INC100100, | +| | | | | IRP70VOC, SD | +| | | | | Source: | +| | | | | Content: Key | +| | | | | terms Roaming | +| | | | | restrictions | +| | | | | Investigating | +| | | | | fringe roaming | +| | | | | charges ¶ | +| | | | | Overview¶ ¶ | +| | | | | Accidental and | +| | | | | fringe roaming | +| | | | | applies to the | +| | | | | customer if | +| | | | | they use their | +| | | | | phone where the | +| | | | | coverage by two | +| | | | | cellular | +| | | | | companies | +| | | | | overlap in | +| | | | | different | +| | | | | countries.¶ ¶ | +| | | | | AT&T customers | +| | | | | who live or | +| | | | | travel near a | +| | | | | U.S. border may | +| | | | | unknowingly use | +| | | | | the | +| | | | | international | +| | | | | roaming | +| | | | | partners' | +| | | | | network. ¶ | +| | | | | This is common | +| | | | | for places in | +| | | | | the U.S near | +| | | | | the Canada and | +| | | | | Mexico | +| | | | | borders.¶ Most | +| | | | | customers | +| | | | | experience | +| | | | | fringe roaming | +| | | | | billing issues | +| | | | | if they have a | +| | | | | retired legacy | +| | | | | rate plan that | +| | | | | doesn't include | +| | | | | Canada or | +| | | | | Mexico.¶ See | +| | | | | the Retired | +| | | | | AT&T Mobile | +| | | | | Share Plus | +| | | | | plans | +| | | | | (Consumer) | +| | | | | (link not | +| | | | | available to | +| | | | | AT&T Business | +| | | | | Solutions, BCSS | +| | | | | - FirstNet, CS | +| | | | | - | +| | | | | Affiliate/PAC, | +| | | | | Digital & | +| | | | | Online Support, | +| | | | | Broadband Tech | +| | | | | Support, | +| | | | | GEM/Gov. | +| | | | | Solutions, Home | +| | | | | Solutions - Tel | +| | | | | co/Specialty, | +| | | | | HQ, IIOT - | +| | | | | Reseller, Video | +| | | | | Back Office, | +| | | | | Narrowband Tech | +| | | | | Support, Small | +| | | | | Business Sales, | +| | | | | Unified | +| | | | | Collections, | +| | | | | U-verse - ART, | +| | | | | and Wired | +| | | | | Solution | +| | | | | Providers) to | +| | | | | understand if | +| | | | | the rate plan | +| | | | | includes | +| | | | | roaming in | +| | | | | Canada or | +| | | | | Mexcio.¶ Most | +| | | | | fringe billing | +| | | | | issues in | +| | | | | Canada or | +| | | | | Mexico can be | +| | | | | resolved if the | +| | | | | customer | +| | | | | upgrades to a | +| | | | | current AT&T | +| | | | | Mobile Share | +| | | | | plan or AT&T | +| | | | | Unlimited rate | +| | | | | plan.¶ See the | +| | | | | Mobile Sales | +| | | | | Tool (MST) for | +| | | | | current plans.¶ | +| | | | | The customer's | +| | | | | phone usage on | +| | | | | the border | +| | | | | needs to have | +| | | | | the same rate | +| | | | | as their | +| | | | | domestic phone | +| | | | | plan.¶ The | +| | | | | current AT&T | +| | | | | rate plans | +| | | | | include roaming | +| | | | | for Canada or | +| | | | | Mexico.¶ Make | +| | | | | sure to | +| | | | | carefully | +| | | | | review credit | +| | | | | or adjustment | +| | | | | requests for | +| | | | | border usage if | +| | | | | a rate plan | +| | | | | change is not | +| | | | | possible. | +| | | | | Fringe roaming | +| | | | | in countries | +| | | | | outside the | +| | | | | continental | +| | | | | U.S. aren't | +| | | | | included in the | +| | | | | fringe roaming | +| | | | | processes. | +| | | | | Roaming charges | +| | | | | in the Gulf of | +| | | | | Mexico are | +| | | | | considered | +| | | | | domestic | +| | | | | charges. See | +| | | | | Gulf of Mexico | +| | | | | roaming (link | +| | | | | not available | +| | | | | to Broadband - | +| | | | | Tech | +| | | | | Support/Sales | +| | | | | Service & | +| | | | | Loyalty, Home | +| | | | | Solutions - Tel | +| | | | | co/Specialty, | +| | | | | HQ, Liberty, | +| | | | | Narrowband Tech | +| | | | | Support, | +| | | | | Unified | +| | | | | Collections, | +| | | | | and U-verse - | +| | | | | ART) for more | +| | | | | details. See | +| | | | | Travel In | +| | | | | Mexico and | +| | | | | Canada without | +| | | | | roaming charges | +| | | | | / No usage | +| | | | | restrictions | +| | | | | (link not | +| | | | | available to | +| | | | | Broadband Tech | +| | | | | Support, HQ, | +| | | | | IIOT Reseller, | +| | | | | Narrowband Tech | +| | | | | Support, and | +| | | | | Wired Solution | +| | | | | Providers) for | +| | | | | more | +| | | | | information on | +| | | | | using your plan | +| | | | | in Mexico and | +| | | | | Canada. AT&T | +| | | | | PREPAID | +| | | | | international | +| | | | | roaming (link | +| | | | | not available | +| | | | | to AT&T | +| | | | | Business | +| | | | | Solutions, BCSS | +| | | | | FirstNet, | +| | | | | Digital & | +| | | | | Online Support, | +| | | | | Broadband Tech | +| | | | | Support, | +| | | | | GEM/Government | +| | | | | Solutions, Home | +| | | | | Solutions - Tel | +| | | | | co/Specialty, | +| | | | | HQ, IIOT | +| | | | | Reseller, Video | +| | | | | Back Office, | +| | | | | Multiproduct | +| | | | | Service, | +| | | | | Mobility | +| | | | | Collections, | +| | | | | Narrowband Tech | +| | | | | Support, Small | +| | | | | Business Sales, | +| | | | | Unified | +| | | | | Collections, | +| | | | | U-verse ART, | +| | | | | and Wired | +| | | | | Solution | +| | | | | Providers) for | +| | | | | more details. | +| | | | | ¶ Key terms | +| | | | | ¶ ¶ ¶ TermDe | +| | | | | finitionSystem | +| | | | | identifiers | +| | | | | (SIDs)¶ SIDs | +| | | | | identify the | +| | | | | cellular | +| | | | | provider and | +| | | | | where the voice | +| | | | | usage took | +| | | | | place.SIDs are | +| | | | | displayed in Te | +| | | | | legence.Engage | +| | | | | MI60 (manager | +| | | | | in 60 seconds) | +| | | | | or SMART Chat | +| | | | | to identify the | +| | | | | SIDs under bill | +| | | | | details in | +| | | | | Telegence.¶ | +| | | | | Border SID | +| | | | | list¶ This is | +| | | | | a list of | +| | | | | Canada and | +| | | | | Mexico SIDs | +| | | | | that are | +| | | | | identified as | +| | | | | border SIDs.¶ | +| | | | | The cellular | +| | | | | voice usage on | +| | | | | these SIDs are | +| | | | | automatically | +| | | | | billed on the | +| | | | | home rate | +| | | | | plan.¶ The | +| | | | | Border SIDs do | +| | | | | not apply to | +| | | | | voice over LTE | +| | | | | (VoLTE), WiFi | +| | | | | calling, text | +| | | | | messaging | +| | | | | (SMS), | +| | | | | multimedia | +| | | | | messaging | +| | | | | service (MMS), | +| | | | | or data usage.¶ | +| | | | | Dummy SID list¶ | +| | | | | This is a list | +| | | | | of Canada and | +| | | | | Mexico SIDs | +| | | | | which were | +| | | | | created | +| | | | | internally to | +| | | | | present in the | +| | | | | bills | +| | | | | only.Telegence | +| | | | | generates Dummy | +| | | | | SIDs to | +| | | | | identify a | +| | | | | roaming | +| | | | | operator’s | +| | | | | country.¶ It | +| | | | | doesn't | +| | | | | indicate the | +| | | | | customer’s | +| | | | | physical | +| | | | | location within | +| | | | | that country.¶ | +| | | | | Dummy SIDs are | +| | | | | used for data | +| | | | | usage rating.¶ | +| | | | | Known fringe | +| | | | | roaming | +| | | | | customer¶ A | +| | | | | customer who | +| | | | | has received or | +| | | | | continues to | +| | | | | receive credits | +| | | | | for fringe | +| | | | | roaming | +| | | | | charges.¶ | +| | | | | Messaging | +| | | | | border service | +| | | | | order code | +| | | | | (SOC)¶ A | +| | | | | restricted SOC | +| | | | | which rates SMS | +| | | | | or MMS usage | +| | | | | for known | +| | | | | fringe roaming | +| | | | | customers.It is | +| | | | | only available | +| | | | | in specific | +| | | | | submarkets | +| | | | | known for | +| | | | | network | +| | | | | overlap.It must | +| | | | | be accompanied | +| | | | | by the correct | +| | | | | domestic | +| | | | | messaging SOC.¶ | +| | | | | ¶ ¶ ¶ ¶ | +| | | | | Roaming | +| | | | | restrictions ¶ | +| | | | | ¶ ¶ If a | +| | | | | customer | +| | | | | requests a | +| | | | | roaming | +| | | | | restriction to | +| | | | | make sure they | +| | | | | can't use | +| | | | | Canada or | +| | | | | Mexico | +| | | | | networks, you | +| | | | | may provision | +| | | | | their account | +| | | | | with the NIRM | +| | | | | SOC.¶ ¶ The | +| | | | | NIRM SOC serves | +| | | | | as an | +| | | | | international | +| | | | | roaming block | +| | | | | with these | +| | | | | features: ¶ ¶ | +| | | | | Source: | +| | | | | Content: | +| | | | | Restricts line | +| | | | | of service to | +| | | | | domestic U.S., | +| | | | | Puerto Rico and | +| | | | | U.S. Virgin | +| | | | | Island (USVI) | +| | | | | use only.¶ ¶ | +| | | | | Doesn't block | +| | | | | roaming in Gulf | +| | | | | of Mexico | +| | | | | roaming (this | +| | | | | link isn't | +| | | | | available to HQ | +| | | | | and Unified Col | +| | | | | lections).Not | +| | | | | available on | +| | | | | legacy price | +| | | | | plans. Advise | +| | | | | customers to | +| | | | | upgrade to a | +| | | | | current AT&T | +| | | | | rate plan to | +| | | | | add the NIRM | +| | | | | SOC.The roaming | +| | | | | profile in | +| | | | | Torch is NATL_N | +| | | | | OCANMEX.Any IR | +| | | | | SOC added after | +| | | | | NIRM will | +| | | | | change the | +| | | | | roaming profile | +| | | | | back to INTL or | +| | | | | INTL_PC100.¶ ¶ | +| | | | | ¶ Exclusion¶ | +| | | | | ¶ Provisioning | +| | | | | of the NIRM SOC | +| | | | | is available to | +| | | | | the manager | +| | | | | level and | +| | | | | above.¶ For | +| | | | | Collections, | +| | | | | transfer to | +| | | | | customer | +| | | | | service | +| | | | | advanced | +| | | | | technical | +| | | | | support (CS- | +| | | | | ATS) for | +| | | | | assistance with | +| | | | | adding NIRM.¶ | +| | | | | ¶ For a | +| | | | | complete list | +| | | | | of NIRM SOCs | +| | | | | and | +| | | | | descriptions, | +| | | | | see the | +| | | | | International | +| | | | | dialing, | +| | | | | roaming | +| | | | | restrictions, | +| | | | | and data roam | +| | | | | controls (link | +| | | | | not available | +| | | | | to Digital & | +| | | | | Online Support, | +| | | | | Broadband - | +| | | | | Tech | +| | | | | Support/Sales | +| | | | | Service & | +| | | | | Loyalty, HQ, | +| | | | | Narrowband Tech | +| | | | | Support, and | +| | | | | U-verse ART). | +| | | | | ¶ | +| | | | | Investigating | +| | | | | fringe roaming | +| | | | | charges ¶ ¶ | +| | | | | If a customer | +| | | | | is disputing | +| | | | | international | +| | | | | roaming charges | +| | | | | while in the | +| | | | | U.S. near the | +| | | | | Canada or | +| | | | | Mexico border, | +| | | | | make sure to | +| | | | | verify each | +| | | | | line item in | +| | | | | question. | +| | | | | These charges | +| | | | | are based on | +| | | | | voice, data, | +| | | | | and messaging | +| | | | | usage. Voice¶ | +| | | | | ¶ If Then ¶ | +| | | | | A customer has | +| | | | | either:¶ ¶ An | +| | | | | AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico.AT&T | +| | | | | Unlimited rate | +| | | | | plan that | +| | | | | includes Canada | +| | | | | and Mexico.And | +| | | | | their voice | +| | | | | usage in the | +| | | | | included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming.¶ ¶ | +| | | | | Verify if the | +| | | | | usage was | +| | | | | before the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan.¶ If the | +| | | | | usage was | +| | | | | before the | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage.If | +| | | | | the usage was | +| | | | | after the | +| | | | | effective date, | +| | | | | submit a case | +| | | | | to report the | +| | | | | billing error | +| | | | | and include | +| | | | | the:¶ ¶ CTN | +| | | | | (customer | +| | | | | telephone | +| | | | | number)BAN | +| | | | | (billing | +| | | | | account | +| | | | | number)Call | +| | | | | dateServing | +| | | | | SIDServing | +| | | | | carrierRate | +| | | | | code (Examples: | +| | | | | INC100100, | +| | | | | IRP70VOC, | +| | | | | SDDVRP, | +| | | | | WIFICall)Radio | +| | | | | access typeE- | +| | | | | TRAN cell | +| | | | | global | +| | | | | identifier | +| | | | | (eCGI)See | +| | | | | Customer | +| | | | | Central - Case | +| | | | | Management for | +| | | | | instructions on | +| | | | | submitting a | +| | | | | case.¶ ¶ ¶ ¶ | +| | | | | ¶ ¶ ¶ If a | +| | | | | customer has a | +| | | | | legacy rate | +| | | | | plan that | +| | | | | doesn't include | +| | | | | roaming in the | +| | | | | billed country, | +| | | | | and Canada or | +| | | | | Mexico Border | +| | | | | SIDs served the | +| | | | | calls, see the | +| | | | | Canada/Mexico | +| | | | | border SID | +| | | | | list.¶ ¶ ¶ | +| | | | | ¶ Border SID | +| | | | | calls need to | +| | | | | be rated as | +| | | | | home usage for | +| | | | | all rate | +| | | | | plans.If the | +| | | | | usage was | +| | | | | before the | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage.If | +| | | | | the usage was | +| | | | | after the | +| | | | | effective date, | +| | | | | submit a case | +| | | | | to report the | +| | | | | billing error | +| | | | | and include | +| | | | | the:¶ ¶ | +| | | | | CTNBANCall | +| | | | | dateServing | +| | | | | SIDServing | +| | | | | carrierRate | +| | | | | code (Examples: | +| | | | | INC100100, | +| | | | | IRP70VOC, | +| | | | | SDDVRP, | +| | | | | WIFICall)Radio | +| | | | | access | +| | | | | typeeCGISee | +| | | | | Customer | +| | | | | Central - Case | +| | | | | Management for | +| | | | | instructions on | +| | | | | submitting a | +| | | | | case.¶ ¶ ¶ | +| | | | | If other Canada | +| | | | | or Mexico SIDs | +| | | | | served the | +| | | | | calls. ¶ The | +| | | | | calls were | +| | | | | billed at the | +| | | | | applicable | +| | | | | international | +| | | | | rate according | +| | | | | to the active | +| | | | | features on the | +| | | | | account.These | +| | | | | are valid | +| | | | | international | +| | | | | roaming | +| | | | | charges. Don't | +| | | | | credited or | +| | | | | adjust these | +| | | | | charges.If a | +| | | | | rerate would | +| | | | | lower charges | +| | | | | and benefit the | +| | | | | customer, add, | +| | | | | and rerate to | +| | | | | the | +| | | | | International | +| | | | | Day Pass for | +| | | | | legacy AT&T | +| | | | | Mobile Share | +| | | | | and AT&T | +| | | | | Unlimited | +| | | | | customers.If | +| | | | | the customer | +| | | | | requests or | +| | | | | agrees, add the | +| | | | | NIRM SOC to | +| | | | | avoid future | +| | | | | international | +| | | | | roaming in | +| | | | | Canada or | +| | | | | Mexico.¶ Data¶ | +| | | | | ¶ Canada and | +| | | | | Mexico dummy | +| | | | | SIDs are:¶ ¶ | +| | | | | 85199 85270 | +| | | | | 85271 85291 | +| | | | | 85380 85095 | +| | | | | 85096 If Then | +| | | | | ¶ A customer | +| | | | | has either:¶ ¶ | +| | | | | An AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico.An AT&T | +| | | | | Unlimited rate | +| | | | | plan that | +| | | | | includes Canada | +| | | | | and Mexico.And | +| | | | | their data | +| | | | | usage in the | +| | | | | included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming.¶ ¶ | +| | | | | Verify if the | +| | | | | customer used | +| | | | | their data | +| | | | | before the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan.¶ If the | +| | | | | usage was | +| | | | | before the | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage.If | +| | | | | the usage was | +| | | | | after the | +| | | | | effective date, | +| | | | | submit a case | +| | | | | to report the | +| | | | | billing error | +| | | | | and include | +| | | | | the:¶ ¶ | +| | | | | CTNBANRoaming | +| | | | | Source: | +| | | | | Content: DVRP, | +| | | | | WIFICall) | +| | | | | Radio Access | +| | | | | Type eCGI If | +| | | | | a customer has | +| | | | | a legacy rate | +| | | | | plan that does | +| | | | | not include | +| | | | | roaming in the | +| | | | | billed country, | +| | | | | and Canada or | +| | | | | Mexico Border | +| | | | | SIDs served the | +| | | | | calls, see | +| | | | | Canada/Mexico | +| | | | | Border SID | +| | | | | list. Border | +| | | | | SID calls | +| | | | | should be rated | +| | | | | as home usage | +| | | | | for all rate | +| | | | | plans. If | +| | | | | usage occurred | +| | | | | prior to | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage. If | +| | | | | usage occurred | +| | | | | after effective | +| | | | | date, submit a | +| | | | | Clarify ticket | +| | | | | to report the | +| | | | | billing error | +| | | | | and include the | +| | | | | below | +| | | | | information: | +| | | | | CTN BAN Call | +| | | | | Date Serving | +| | | | | SID Serving | +| | | | | Carrier Rate | +| | | | | Code (example: | +| | | | | INC100100, | +| | | | | IRP70VOC, | +| | | | | SDDVRP, | +| | | | | WIFICall) | +| | | | | Radio Access | +| | | | | Type eCGI If | +| | | | | other Canada or | +| | | | | Mexico SIDs | +| | | | | served the | +| | | | | calls. Calls | +| | | | | were billed at | +| | | | | the applicable | +| | | | | international | +| | | | | rate according | +| | | | | to active | +| | | | | features on the | +| | | | | account. These | +| | | | | are valid | +| | | | | international | +| | | | | roaming charges | +| | | | | and should not | +| | | | | be credited or | +| | | | | adjusted. If a | +| | | | | rerate would | +| | | | | lower charges | +| | | | | and benefit the | +| | | | | customer, add | +| | | | | and rerate to | +| | | | | International | +| | | | | Day Pass for | +| | | | | legacy AT&T | +| | | | | Mobile Share | +| | | | | and AT&T | +| | | | | Unlimited | +| | | | | customers. | +| | | | | Or, a Passport | +| | | | | package for | +| | | | | other legacy | +| | | | | rate plans. | +| | | | | If the customer | +| | | | | requests or | +| | | | | agrees, add | +| | | | | NIRM to avoid | +| | | | | future | +| | | | | international | +| | | | | roaming in | +| | | | | Canada or | +| | | | | Mexico. Data | +| | | | | Canada and | +| | | | | Mexico Dummy | +| | | | | SIDs: 85199, | +| | | | | 85270, 85271, | +| | | | | 85291, 85380, | +| | | | | 85095, and | +| | | | | 85096. If | +| | | | | Then Customer | +| | | | | has either: | +| | | | | An AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico. An | +| | | | | AT&T Unlimited | +| | | | | rate plan that | +| | | | | includes Canada | +| | | | | and Mexico. | +| | | | | And, their data | +| | | | | usage in the | +| | | | | included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming. | +| | | | | Determine if | +| | | | | the usage | +| | | | | occurred prior | +| | | | | to the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan. If | +| | | | | usage occurred | +| | | | | prior to | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage. If | +| | | | | usage occurred | +| | | | | after effective | +| | | | | date, submit a | +| | | | | Clarify ticket | +| | | | | to report the | +| | | | | billing error | +| | | | | and include the | +| | | | | below | +| | | | | information: | +| | | | | CTN BAN | +| | | | | Roaming | +| | | | | Indicator | +| | | | | Date/Time | +| | | | | Serving SID | +| | | | | Serving Carrier | +| | | | | Feature/Pricing | +| | | | | item (example: | +| | | | | MK12, GPRR, | +| | | | | MBRI) Customer | +| | | | | has a legacy | +| | | | | rate plan that | +| | | | | does not | +| | | | | include roaming | +| | | | | in the billed | +| | | | | country. | +| | | | | Compare the | +| | | | | dates/times | +| | | | | from data | +| | | | | sessions with | +| | | | | voice calls | +| | | | | placed or | +| | | | | received around | +| | | | | the same time. | +| | | | | If voice usage | +| | | | | indicates the | +| | | | | customer was | +| | | | | connected to an | +| | | | | AT&T SID or a | +| | | | | Border SID near | +| | | | | the time of the | +| | | | | data usage, | +| | | | | then adjust | +| | | | | international | +| | | | | roaming data | +| | | | | charges | +| | | | | associated with | +| | | | | the Dummy SID. | +| | | | | If the voice | +| | | | | usage indicates | +| | | | | the customer | +| | | | | was connected | +| | | | | to any other | +| | | | | Canada or | +| | | | | Mexico SID, | +| | | | | these are valid | +| | | | | international | +| | | | | roaming data | +| | | | | charges and | +| | | | | should not be | +| | | | | credited or | +| | | | | adjusted. If | +| | | | | the customer | +| | | | | would benefit | +| | | | | with lower | +| | | | | charges: Add | +| | | | | and rerate to | +| | | | | International | +| | | | | Day Pass for | +| | | | | legacy AT&T | +| | | | | Mobile Share | +| | | | | and AT&T | +| | | | | Unlimited | +| | | | | customers. Or, | +| | | | | a Passport | +| | | | | package for | +| | | | | other legacy | +| | | | | rate plans. | +| | | | | If the customer | +| | | | | requests or | +| | | | | agrees, add | +| | | | | NIRM to avoid | +| | | | | future | +| | | | | international | +| | | | | roaming in | +| | | | | Canada or | +| | | | | Mexico. | +| | | | | Messaging | +| | | | | BORDER SIDs | +| | | | | (voice) do not | +| | | | | apply to | +| | | | | messaging. | +| | | | | Dummy SIDs | +| | | | | (data) do not | +| | | | | apply to | +| | | | | messaging. | +| | | | | Customers are | +| | | | | not charged for | +| | | | | incoming | +| | | | | messages. If | +| | | | | Then Customer | +| | | | | has either: | +| | | | | An AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico. AT&T | +| | | | | Unlimited rate | +| | | | | plan that | +| | | | | includes Canada | +| | | | | and Mexico. | +| | | | | And, their | +| | | | | messaging usage | +| | | | | in the included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming. | +| | | | | Determine if | +| | | | | the usage | +| | | | | occurred prior | +| | | | | to the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan. If | +| | | | | usage occurred | +| | | | | prior to | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage. If | +| | | | | usage occurred | +| | | | | after effective | +| | | | | date, submit a | +| | | | | Clarify ticket | +| | | | | to report the | +| | | | | billing error | +| | | | | and include the | +| | | | | below | +| | | | | information: | +| | | | | CTN BAN | +| | | | | Roaming | +| | | | | Indicator | +| | | | | Date/Time | +| | | | | Serving SID | +| | | | | Serving Carrier | +| | | | | Feature/Pricing | +| | | | | item (example: | +| | | | | MK10, SMI, SMH, | +| | | | | MMI, MMH) | +| | | | | Customer has a | +| | | | | domestic | +| | | | | messaging | +| | | | | feature and a | +| | | | | messaging | +| | | | | border feature | +| | | | | on the account | +| | | | | that does not | +| | | | | correspond. | +| | | | | Customer could | +| | | | | be charged: | +| | | | | $.20/sms and | +| | | | | $.30/mms for | +| | | | | messages in the | +| | | | | U.S. to other | +| | | | | U.S. numbers. | +| | | | | $.25 Source: | +| | | | | Content: . | +| | | | | Refer them to | +| | | | | their sales | +| | | | | account manager | +| | | | | for further | +| | | | | assistance. | +| | | | | BMC specialists | +| | | | | are required to | +| | | | | assist with | +| | | | | questions on | +| | | | | International | +| | | | | Device | +| | | | | Frequency, | +| | | | | Compatibility, | +| | | | | and Coverage. | +| | | | | Refer to the | +| | | | | Wireless Travel | +| | | | | Guide to find: | +| | | | | A list of | +| | | | | countries and | +| | | | | offers | +| | | | | Available | +| | | | | services and | +| | | | | technology | +| | | | | Information on | +| | | | | HD Voice | +| | | | | Information on | +| | | | | domestic rate | +| | | | | plan coverage | +| | | | | Back to Top | +| | | | | Additional | +| | | | | Resources Bill | +| | | | | Inquiry | +| | | | | International | +| | | | | Roaming Bill | +| | | | | Inquiry - BCSS | +| | | | | Customer | +| | | | | Notifications | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Data Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Text Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Voice Usage | +| | | | | Device How | +| | | | | to Use Your | +| | | | | Phone Outside | +| | | | | of the U.S. - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS Expired | +| | | | | International | +| | | | | Roaming Offers | +| | | | | CRU can still | +| | | | | add in business | +| | | | | channels only.  | +| | | | | For more see | +| | | | | World Traveler | +| | | | | Per Minute | +| | | | | Rate. Gulf | +| | | | | of Mexico | +| | | | | Roaming | +| | | | | International | +| | | | | Day Pass | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide AT&T | +| | | | | Coverage Viewer | +| | | | | Enter the | +| | | | | destination | +| | | | | address, ZIP | +| | | | | code, country, | +| | | | | or landmark in | +| | | | | the search | +| | | | | field.  Select | +| | | | | Wireless | +| | | | | Coverage Type > | +| | | | | International | +| | | | | >Voice, Data, | +| | | | | or Discount | +| | | | | Data > | +| | | | |  Search.  | +| | | | | Google Map | +| | | | | International | +| | | | | Services FAQ | +| | | | | PPU - | +| | | | | International | +| | | | | Data PPU | +| | | | | rates apply | +| | | | | when the | +| | | | | customer does | +| | | | | not have an OTC | +| | | | | or MRC Passport | +| | | | | package and | +| | | | | also apply when | +| | | | | outside the | +| | | | | countries that | +| | | | | the packages | +| | | | | cover. For a | +| | | | | list of | +| | | | | countries | +| | | | | covered by | +| | | | | these Passport | +| | | | | packages, see a | +| | | | | tt.com/globalco | +| | | | | untries. PPU | +| | | | | data rate in | +| | | | | all countries | +| | | | | (including | +| | | | | Canada) is | +| | | | | $0.002/KB | +| | | | | ($2.05/MB). | +| | | | | PPU data rate | +| | | | | for airlines is | +| | | | | $0.01/KB | +| | | | | ($10.24/MB). | +| | | | | PPU data rate | +| | | | | for cruise | +| | | | | ships is | +| | | | | $0.006/KB | +| | | | | ($6.14/MB). | +| | | | | PPU - | +| | | | | International | +| | | | | Talk & Text  | +| | | | | PPU Rates | +| | | | | Talk  Per | +| | | | | Minute Rate | +| | | | | Text Rate | +| | | | | Canada/Mexico | +| | | | | $1/minute | +| | | | | SMS sent - | +| | | | | $0.50  MMS | +| | | | | sent - $1.30  | +| | | | | SMS/MMS | +| | | | | received while | +| | | | | roaming is | +| | | | | charged at | +| | | | | domestic rates. | +| | | | | Europe | +| | | | | $2/minute | +| | | | | Rest of World | +| | | | | $3/minute | +| | | | | Airlines & | +| | | | | Cruise Ships | +| | | | | $3/minute Back | +| | | | | to Top Source: | ++----+--------------+----------------+----------------+-------------------+ +| 2 | [] | What should | If a | Content: Jump | +| | | be done if a | customer has | to: Overview | | +| | | customer has | an AT&T | Key Terms | | +| | | an AT&T | Mobile Share | Roaming | +| | | Mobile Share | rate plan | Restrictions | | +| | | rate plan | that | Investigating | +| | | that | includes | Fringe Roaming | +| | | includes | Mexico and | Charges | +| | | Mexico and | their data | Overview | +| | | their data | usage in the | Accidental and | +| | | usage in the | included | fringe roaming | +| | | included | country was | occurs where | +| | | country was | billed as in | coverage by two | +| | | billed as in | ternational | cellular | +| | | ternational | roaming, you | companies in | +| | | roaming? | should | different | +| | | | determine if | countries | +| | | | the usage | overlap. AT&T | +| | | | occurred | customers | +| | | | prior to the | living or | +| | | | effective | traveling near | +| | | | date of the | a U.S. border | +| | | | rate plan. | can unknowingly | +| | | | If the usage | use | +| | | | occurred | international | +| | | | prior to the | roaming | +| | | | effective | partners' | +| | | | date, issue | networks. | +| | | | a credit or | This is common | +| | | | an | where U.S. | +| | | | adjustment | borders Canada | +| | | | for the | and Mexico. | +| | | | usage. If | Most fringe | +| | | | the usage | roaming billing | +| | | | occurred | issues occur if | +| | | | after the | a customer has | +| | | | effective | a retired | +| | | | date, you | legacy rate | +| | | | should | plan that does | +| | | | submit a | not include | +| | | | Clarify | Canada or | +| | | | ticket to | Mexico. | +| | | | report the | Upgrading to a | +| | | | billing | current AT&T | +| | | | error and | Mobile Share or | +| | | | include the | AT&T Unlimited | +| | | | necessary | rate plan will | +| | | | information | resolve the | +| | | | such as CTN, | majority of | +| | | | BAN, Roaming | fringe roaming | +| | | | Indicator, | billing issues | +| | | | Date/Time, | in Canada or | +| | | | Serving SID, | Mexico. See | +| | | | Serving | Mobile Sales | +| | | | Carrier, and | Tool (MST) for | +| | | | Feature/Pric | current plans. | +| | | | ing item. | Since current | +| | | | (Source: | AT&T rate plans | +| | | | context) | include Canada | +| | | | | or Mexico | +| | | | | roaming, usages | +| | | | | on the border | +| | | | | should rate | +| | | | | from home | +| | | | | plans. AT&T | +| | | | | Mobile Share | +| | | | | Plus for | +| | | | | Business Plans. | +| | | | | For additional | +| | | | | information, | +| | | | | see Travel In | +| | | | | Mexico and | +| | | | | Canada Without | +| | | | | Roaming Charges | +| | | | | / No Usage | +| | | | | Restrictions. | +| | | | | If a rate plan | +| | | | | change is not | +| | | | | possible, | +| | | | | credit or | +| | | | | adjustment | +| | | | | requests for | +| | | | | border usage | +| | | | | should be | +| | | | | thoroughly | +| | | | | reviewed and | +| | | | | investigated. | +| | | | | Fringe roaming | +| | | | | in countries | +| | | | | outside the | +| | | | | continental | +| | | | | U.S. are not | +| | | | | included in | +| | | | | fringe roaming | +| | | | | processes. | +| | | | | Roaming charges | +| | | | | in the Gulf of | +| | | | | Mexico are | +| | | | | domestic | +| | | | | charges. Key | +| | | | | Terms Term | +| | | | | Definition | +| | | | | System | +| | | | | Identifiers | +| | | | | (SIDs) SIDs | +| | | | | identify the | +| | | | | cellular | +| | | | | provider and | +| | | | | where voice | +| | | | | usage took | +| | | | | place. SIDs | +| | | | | are displayed | +| | | | | in Telegence. | +| | | | | VoLTE, WiFi | +| | | | | voice, SMS, MMS | +| | | | | and data usage | +| | | | | locatoins | +| | | | | cannot be | +| | | | | determined by | +| | | | | SIDs. Engage | +| | | | | MI60 or SMART | +| | | | | Chat to | +| | | | | identify the | +| | | | | SIDs under bill | +| | | | | details in | +| | | | | Telegence. | +| | | | | Border SID List | +| | | | | List of Canada | +| | | | | and Mexico SIDs | +| | | | | identified as | +| | | | | border. | +| | | | | Cellular voice | +| | | | | usage on these | +| | | | | SIDs | +| | | | | automatically | +| | | | | rates from the | +| | | | | home rate plan. | +| | | | | Border SIDs do | +| | | | | not apply to | +| | | | | VoLTE, WiFi | +| | | | | calling, SMS, | +| | | | | MMS, or data | +| | | | | usage. Dummy | +| | | | | SID List List | +| | | | | of Canada and | +| | | | | Mexico SIDs | +| | | | | which were | +| | | | | created | +| | | | | internally for | +| | | | | bill | +| | | | | presentation | +| | | | | only. Dummy | +| | | | | SIDs are | +| | | | | generated by | +| | | | | Telegence to | +| | | | | identify a | +| | | | | roaming | +| | | | | operator’s | +| | | | | country. It | +| | | | | does not | +| | | | | indicate the | +| | | | | customer’s | +| | | | | physical | +| | | | | location within | +| | | | | that country. | +| | | | | Dummy SIDs are | +| | | | | used for data | +| | | | | usage rating. | +| | | | | Known Fringe | +| | | | | Roaming | +| | | | | Customer A | +| | | | | customer who | +| | | | | has received or | +| | | | | continues to | +| | | | | receive credits | +| | | | | for fringe | +| | | | | roaming | +| | | | | charges. | +| | | | | Messaging | +| | | | | Border SOC A | +| | | | | restricted SOC | +| | | | | which rates | +| | | | | text messaging | +| | | | | (SMS) or | +| | | | | multimedia | +| | | | | messaging (MMS) | +| | | | | usage for known | +| | | | | fringe roaming | +| | | | | customers. | +| | | | | Only available | +| | | | | in specific | +| | | | | submarkets | +| | | | | known for | +| | | | | network | +| | | | | overlap. Must | +| | | | | be accompanied | +| | | | | by the correct | +| | | | | domestic | +| | | | | messaging SOC. | +| | | | | Roaming | +| | | | | Restrictions | +| | | | | If a customer | +| | | | | requests a | +| | | | | roaming | +| | | | | restriction to | +| | | | | ensure Canada | +| | | | | or Mexico | +| | | | | networks cannot | +| | | | | be used, they | +| | | | | may be | +| | | | | provisioned | +| | | | | with the NIRM | +| | | | | SOC. NIRM - | +| | | | | International | +| | | | | Roaming Block: | +| | | | | Provisioning is | +| | | | | restricted to | +| | | | | manager level | +| | | | | and above. | +| | | | | Collections - | +| | | | | Transfer to CS- | +| | | | | ATS for | +| | | | | assistance with | +| | | | | adding NIRM. | +| | | | | Restricts line | +| | | | | of service to | +| | | | | domestic U.S., | +| | | | | Puerto Rico and | +| | | | | U.S. Virgin | +| | | | | Island (USVI) | +| | | | | use only. Does | +| | | | | not block | +| | | | | roaming in Gulf | +| | | | | of Mexico | +| | | | | Roaming. Not | +| | | | | available on | +| | | | | legacy price | +| | | | | plans. | +| | | | | Customers must | +| | | | | move to a | +| | | | | current AT&T | +| | | | | rate plan to | +| | | | | add NIRM. | +| | | | | Roaming profile | +| | | | | in Torch is | +| | | | | NATL_NOCANMEX. | +| | | | | Any IR SOC | +| | | | | added after | +| | | | | NIRM will | +| | | | | change the | +| | | | | roaming profile | +| | | | | back to INTL or | +| | | | | INTL_PC100. | +| | | | | Investigating | +| | | | | Fringe Roaming | +| | | | | Charges If a | +| | | | | customer is | +| | | | | disputing | +| | | | | international | +| | | | | roaming charges | +| | | | | while in the | +| | | | | U.S. near the | +| | | | | Canada or | +| | | | | Mexico border, | +| | | | | thoroughly | +| | | | | investigate | +| | | | | each line item | +| | | | | in question. | +| | | | | Voice If Then | +| | | | | Customer has | +| | | | | either: An | +| | | | | AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico. AT&T | +| | | | | Unlimited rate | +| | | | | plan that | +| | | | | includes Canada | +| | | | | and Mexico. | +| | | | | And, their | +| | | | | voice usage in | +| | | | | the included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming. | +| | | | | Determine if | +| | | | | the usage | +| | | | | occurred prior | +| | | | | to the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan. If | +| | | | | usage occurred | +| | | | | prior to | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage. If | +| | | | | usage occurred | +| | | | | after effective | +| | | | | date, submit a | +| | | | | Clarify ticket | +| | | | | to report the | +| | | | | billing error | +| | | | | and include the | +| | | | | below | +| | | | | information: | +| | | | | CTN BAN Call | +| | | | | Date Serving | +| | | | | SID Serving | +| | | | | Carrier Rate | +| | | | | Code (example: | +| | | | | INC100100, | +| | | | | IRP70VOC, SD | +| | | | | Source: | +| | | | | Content: DVRP, | +| | | | | WIFICall) | +| | | | | Radio Access | +| | | | | Type eCGI If | +| | | | | a customer has | +| | | | | a legacy rate | +| | | | | plan that does | +| | | | | not include | +| | | | | roaming in the | +| | | | | billed country, | +| | | | | and Canada or | +| | | | | Mexico Border | +| | | | | SIDs served the | +| | | | | calls, see | +| | | | | Canada/Mexico | +| | | | | Border SID | +| | | | | list. Border | +| | | | | SID calls | +| | | | | should be rated | +| | | | | as home usage | +| | | | | for all rate | +| | | | | plans. If | +| | | | | usage occurred | +| | | | | prior to | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage. If | +| | | | | usage occurred | +| | | | | after effective | +| | | | | date, submit a | +| | | | | Clarify ticket | +| | | | | to report the | +| | | | | billing error | +| | | | | and include the | +| | | | | below | +| | | | | information: | +| | | | | CTN BAN Call | +| | | | | Date Serving | +| | | | | SID Serving | +| | | | | Carrier Rate | +| | | | | Code (example: | +| | | | | INC100100, | +| | | | | IRP70VOC, | +| | | | | SDDVRP, | +| | | | | WIFICall) | +| | | | | Radio Access | +| | | | | Type eCGI If | +| | | | | other Canada or | +| | | | | Mexico SIDs | +| | | | | served the | +| | | | | calls. Calls | +| | | | | were billed at | +| | | | | the applicable | +| | | | | international | +| | | | | rate according | +| | | | | to active | +| | | | | features on the | +| | | | | account. These | +| | | | | are valid | +| | | | | international | +| | | | | roaming charges | +| | | | | and should not | +| | | | | be credited or | +| | | | | adjusted. If a | +| | | | | rerate would | +| | | | | lower charges | +| | | | | and benefit the | +| | | | | customer, add | +| | | | | and rerate to | +| | | | | International | +| | | | | Day Pass for | +| | | | | legacy AT&T | +| | | | | Mobile Share | +| | | | | and AT&T | +| | | | | Unlimited | +| | | | | customers. | +| | | | | Or, a Passport | +| | | | | package for | +| | | | | other legacy | +| | | | | rate plans. | +| | | | | If the customer | +| | | | | requests or | +| | | | | agrees, add | +| | | | | NIRM to avoid | +| | | | | future | +| | | | | international | +| | | | | roaming in | +| | | | | Canada or | +| | | | | Mexico. Data | +| | | | | Canada and | +| | | | | Mexico Dummy | +| | | | | SIDs: 85199, | +| | | | | 85270, 85271, | +| | | | | 85291, 85380, | +| | | | | 85095, and | +| | | | | 85096. If | +| | | | | Then Customer | +| | | | | has either: | +| | | | | An AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico. An | +| | | | | AT&T Unlimited | +| | | | | rate plan that | +| | | | | includes Canada | +| | | | | and Mexico. | +| | | | | And, their data | +| | | | | usage in the | +| | | | | included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming. | +| | | | | Determine if | +| | | | | the usage | +| | | | | occurred prior | +| | | | | to the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan. If | +| | | | | usage occurred | +| | | | | prior to | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage. If | +| | | | | usage occurred | +| | | | | after effective | +| | | | | date, submit a | +| | | | | Clarify ticket | +| | | | | to report the | +| | | | | billing error | +| | | | | and include the | +| | | | | below | +| | | | | information: | +| | | | | CTN BAN | +| | | | | Roaming | +| | | | | Indicator | +| | | | | Date/Time | +| | | | | Serving SID | +| | | | | Serving Carrier | +| | | | | Feature/Pricing | +| | | | | item (example: | +| | | | | MK12, GPRR, | +| | | | | MBRI) Customer | +| | | | | has a legacy | +| | | | | rate plan that | +| | | | | does not | +| | | | | include roaming | +| | | | | in the billed | +| | | | | country. | +| | | | | Compare the | +| | | | | dates/times | +| | | | | from data | +| | | | | sessions with | +| | | | | voice calls | +| | | | | placed or | +| | | | | received around | +| | | | | the same time. | +| | | | | If voice usage | +| | | | | indicates the | +| | | | | customer was | +| | | | | connected to an | +| | | | | AT&T SID or a | +| | | | | Border SID near | +| | | | | the time of the | +| | | | | data usage, | +| | | | | then adjust | +| | | | | international | +| | | | | roaming data | +| | | | | charges | +| | | | | associated with | +| | | | | the Dummy SID. | +| | | | | If the voice | +| | | | | usage indicates | +| | | | | the customer | +| | | | | was connected | +| | | | | to any other | +| | | | | Canada or | +| | | | | Mexico SID, | +| | | | | these are valid | +| | | | | international | +| | | | | roaming data | +| | | | | charges and | +| | | | | should not be | +| | | | | credited or | +| | | | | adjusted. If | +| | | | | the customer | +| | | | | would benefit | +| | | | | with lower | +| | | | | charges: Add | +| | | | | and rerate to | +| | | | | International | +| | | | | Day Pass for | +| | | | | legacy AT&T | +| | | | | Mobile Share | +| | | | | and AT&T | +| | | | | Unlimited | +| | | | | customers. Or, | +| | | | | a Passport | +| | | | | package for | +| | | | | other legacy | +| | | | | rate plans. | +| | | | | If the customer | +| | | | | requests or | +| | | | | agrees, add | +| | | | | NIRM to avoid | +| | | | | future | +| | | | | international | +| | | | | roaming in | +| | | | | Canada or | +| | | | | Mexico. | +| | | | | Messaging | +| | | | | BORDER SIDs | +| | | | | (voice) do not | +| | | | | apply to | +| | | | | messaging. | +| | | | | Dummy SIDs | +| | | | | (data) do not | +| | | | | apply to | +| | | | | messaging. | +| | | | | Customers are | +| | | | | not charged for | +| | | | | incoming | +| | | | | messages. If | +| | | | | Then Customer | +| | | | | has either: | +| | | | | An AT&T Mobile | +| | | | | Share rate plan | +| | | | | that includes | +| | | | | Mexico. AT&T | +| | | | | Unlimited rate | +| | | | | plan that | +| | | | | includes Canada | +| | | | | and Mexico. | +| | | | | And, their | +| | | | | messaging usage | +| | | | | in the included | +| | | | | country was | +| | | | | billed as | +| | | | | international | +| | | | | roaming. | +| | | | | Determine if | +| | | | | the usage | +| | | | | occurred prior | +| | | | | to the | +| | | | | effective date | +| | | | | of the rate | +| | | | | plan. If | +| | | | | usage occurred | +| | | | | prior to | +| | | | | effective date, | +| | | | | issue a credit | +| | | | | or an | +| | | | | adjustment for | +| | | | | the usage. If | +| | | | | usage occurred | +| | | | | after effective | +| | | | | date, submit a | +| | | | | Clarify ticket | +| | | | | to report the | +| | | | | billing error | +| | | | | and include the | +| | | | | below | +| | | | | information: | +| | | | | CTN BAN | +| | | | | Roaming | +| | | | | Indicator | +| | | | | Date/Time | +| | | | | Serving SID | +| | | | | Serving Carrier | +| | | | | Feature/Pricing | +| | | | | item (example: | +| | | | | MK10, SMI, SMH, | +| | | | | MMI, MMH) | +| | | | | Customer has a | +| | | | | domestic | +| | | | | messaging | +| | | | | feature and a | +| | | | | messaging | +| | | | | border feature | +| | | | | on the account | +| | | | | that does not | +| | | | | correspond. | +| | | | | Customer could | +| | | | | be charged: | +| | | | | $.20/sms and | +| | | | | $.30/mms for | +| | | | | messages in the | +| | | | | U.S. to other | +| | | | | U.S. numbers. | +| | | | | $.25 Source: | +| | | | | Content: . | +| | | | | Refer them to | +| | | | | their sales | +| | | | | account manager | +| | | | | for further | +| | | | | assistance. | +| | | | | BMC specialists | +| | | | | are required to | +| | | | | assist with | +| | | | | questions on | +| | | | | International | +| | | | | Device | +| | | | | Frequency, | +| | | | | Compatibility, | +| | | | | and Coverage. | +| | | | | Refer to the | +| | | | | Wireless Travel | +| | | | | Guide to find: | +| | | | | A list of | +| | | | | countries and | +| | | | | offers | +| | | | | Available | +| | | | | services and | +| | | | | technology | +| | | | | Information on | +| | | | | HD Voice | +| | | | | Information on | +| | | | | domestic rate | +| | | | | plan coverage | +| | | | | Back to Top | +| | | | | Additional | +| | | | | Resources Bill | +| | | | | Inquiry | +| | | | | International | +| | | | | Roaming Bill | +| | | | | Inquiry - BCSS | +| | | | | Customer | +| | | | | Notifications | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Data Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Text Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Voice Usage | +| | | | | Device How | +| | | | | to Use Your | +| | | | | Phone Outside | +| | | | | of the U.S. - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS Expired | +| | | | | International | +| | | | | Roaming Offers | +| | | | | CRU can still | +| | | | | add in business | +| | | | | channels only.  | +| | | | | For more see | +| | | | | World Traveler | +| | | | | Per Minute | +| | | | | Rate. Gulf | +| | | | | of Mexico | +| | | | | Roaming | +| | | | | International | +| | | | | Day Pass | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide AT&T | +| | | | | Coverage Viewer | +| | | | | Enter the | +| | | | | destination | +| | | | | address, ZIP | +| | | | | code, country, | +| | | | | or landmark in | +| | | | | the search | +| | | | | field.  Select | +| | | | | Wireless | +| | | | | Coverage Type > | +| | | | | International | +| | | | | >Voice, Data, | +| | | | | or Discount | +| | | | | Data > | +| | | | |  Search.  | +| | | | | Google Map | +| | | | | International | +| | | | | Services FAQ | +| | | | | PPU - | +| | | | | International | +| | | | | Data PPU | +| | | | | rates apply | +| | | | | when the | +| | | | | customer does | +| | | | | not have an OTC | +| | | | | or MRC Passport | +| | | | | package and | +| | | | | also apply when | +| | | | | outside the | +| | | | | countries that | +| | | | | the packages | +| | | | | cover. For a | +| | | | | list of | +| | | | | countries | +| | | | | covered by | +| | | | | these Passport | +| | | | | packages, see a | +| | | | | tt.com/globalco | +| | | | | untries. PPU | +| | | | | data rate in | +| | | | | all countries | +| | | | | (including | +| | | | | Canada) is | +| | | | | $0.002/KB | +| | | | | ($2.05/MB). | +| | | | | PPU data rate | +| | | | | for airlines is | +| | | | | $0.01/KB | +| | | | | ($10.24/MB). | +| | | | | PPU data rate | +| | | | | for cruise | +| | | | | ships is | +| | | | | $0.006/KB | +| | | | | ($6.14/MB). | +| | | | | PPU - | +| | | | | International | +| | | | | Talk & Text  | +| | | | | PPU Rates | +| | | | | Talk  Per | +| | | | | Minute Rate | +| | | | | Text Rate | +| | | | | Canada/Mexico | +| | | | | $1/minute | +| | | | | SMS sent - | +| | | | | $0.50  MMS | +| | | | | sent - $1.30  | +| | | | | SMS/MMS | +| | | | | received while | +| | | | | roaming is | +| | | | | charged at | +| | | | | domestic rates. | +| | | | | Europe | +| | | | | $2/minute | +| | | | | Rest of World | +| | | | | $3/minute | +| | | | | Airlines & | +| | | | | Cruise Ships | +| | | | | $3/minute Back | +| | | | | to Top Source: | +| | | | | Content: area | +| | | | | as well; | +| | | | | however, the | +| | | | | Roaming Data | +| | | | | Detail shows | +| | | | | the customer in | +| | | | | Alberta or | +| | | | | Saskatchewan | +| | | | | areas of | +| | | | | Canada.The | +| | | | | customer is | +| | | | | being charged | +| | | | | for usage in | +| | | | | Canada, Mexico, | +| | | | | or the USVI, | +| | | | | but did not | +| | | | | leave the | +| | | | | countrySee | +| | | | | Accidental and | +| | | | | Fringe | +| | | | | International | +| | | | | Border | +| | | | | Roaming.Delayed | +| | | | | Usage Appearing | +| | | | | on Current | +| | | | | Statement¶ | +| | | | | Explain that | +| | | | | AT&T has 60 | +| | | | | days to | +| | | | | populate data | +| | | | | use in the | +| | | | | billing system. | +| | | | | As soon as the | +| | | | | data use is | +| | | | | made available, | +| | | | | the billing | +| | | | | system updates. | +| | | | | Delays may | +| | | | | occur due to | +| | | | | the following:¶ | +| | | | | ¶ Billing | +| | | | | records from | +| | | | | internal or | +| | | | | external | +| | | | | carriers are | +| | | | | delayed in | +| | | | | reaching the | +| | | | | billing | +| | | | | system.Usage | +| | | | | that included | +| | | | | system errors | +| | | | | has been | +| | | | | corrected and | +| | | | | successfully | +| | | | | recycled within | +| | | | | the allowed | +| | | | | time frame.¶ ¶ | +| | | | | For PPU | +| | | | | subscribers: | +| | | | | Explain the | +| | | | | usage charges | +| | | | | are valid, just | +| | | | | delayed up to | +| | | | | 60 days. The | +| | | | | reason the bill | +| | | | | looks higher is | +| | | | | it includes the | +| | | | | previous | +| | | | | month's | +| | | | | activity.¶ ¶ | +| | | | | For package | +| | | | | subscribers:¶ | +| | | | | ¶ Determine if | +| | | | | the data | +| | | | | allowance / | +| | | | | bucket exceeded | +| | | | | due to the | +| | | | | delayed date | +| | | | | usage from a | +| | | | | previous bill | +| | | | | period.Review | +| | | | | the previous | +| | | | | bill period in | +| | | | | which the data | +| | | | | was used to | +| | | | | determine if | +| | | | | the data allowa | +| | | | | nce/bucket was | +| | | | | exceeded:¶ If | +| | | | | yes, no | +| | | | | adjustments are | +| | | | | necessary.If | +| | | | | no, proceed to | +| | | | | the next step.¶ | +| | | | | Adjust any data | +| | | | | overage charges | +| | | | | billed as a | +| | | | | result of the | +| | | | | delayed | +| | | | | usage.For | +| | | | | additional | +| | | | | details, refer | +| | | | | to Delayed Call | +| | | | | and Data | +| | | | | Billing - | +| | | | | BCSS.¶ | +| | | | | Duplicate Text | +| | | | | or MMS¶ Review | +| | | | | the time of the | +| | | | | message, | +| | | | | including the | +| | | | | seconds:¶ | +| | | | | Telegence: | +| | | | | Access the | +| | | | | billed or | +| | | | | unbilled data. | +| | | | | Right click in | +| | | | | the Date Time | +| | | | | information, | +| | | | | select copy, | +| | | | | and paste the | +| | | | | information | +| | | | | into your memo. | +| | | | | This provides | +| | | | | the exact time, | +| | | | | including the | +| | | | | seconds.¶ If | +| | | | | the customer | +| | | | | sends a long | +| | | | | message or a | +| | | | | message to | +| | | | | multiple | +| | | | | recipients, | +| | | | | they see more | +| | | | | than one | +| | | | | entry:¶ For | +| | | | | more | +| | | | | information | +| | | | | regarding the | +| | | | | rules and | +| | | | | restrictions of | +| | | | | messaging, see | +| | | | | Text Messaging | +| | | | | in the Related | +| | | | | Links.*¶ ¶ | +| | | | | None of the | +| | | | | above¶ | +| | | | | Complete all of | +| | | | | these steps:¶ | +| | | | | ¶ Review | +| | | | | historical | +| | | | | usage.Ask the | +| | | | | customer if | +| | | | | they use Wi-Fi | +| | | | | when | +| | | | | available:¶ If | +| | | | | not, advise | +| | | | | that Wi-Fi is | +| | | | | an alternative | +| | | | | to using the | +| | | | | cellular | +| | | | | network and can | +| | | | | help control | +| | | | | costs. See AT&T | +| | | | | Wi-Fi FAQ (link | +| | | | | not accessible | +| | | | | to ASCS):¶ | +| | | | | Some items, | +| | | | | such as push | +| | | | | notifications | +| | | | | and MMS | +| | | | | messages, are | +| | | | | only delivered | +| | | | | over the | +| | | | | wireless | +| | | | | network.Data | +| | | | | sessions, such | +| | | | | as streaming | +| | | | | audio/video and | +| | | | | file downloads, | +| | | | | started on the | +| | | | | wireless | +| | | | | network may not | +| | | | | automatically | +| | | | | switch to a Wi- | +| | | | | Fi | +| | | | | networkDevices | +| | | | | may disconnect | +| | | | | from Wi-Fi when | +| | | | | in sleep | +| | | | | mode.Refer to | +| | | | | Data Usage | +| | | | | Billing While | +| | | | | Connected to | +| | | | | Mobile and Wi- | +| | | | | Fi Networks | +| | | | | (link not | +| | | | | accessible to | +| | | | | ASCS) for more | +| | | | | information and | +| | | | | settings to | +| | | | | check that may | +| | | | | keep the device | +| | | | | connected while | +| | | | | asleep.¶ ¶ | +| | | | | Ask the | +| | | | | customer if | +| | | | | they use Mobile | +| | | | | Hotspot on | +| | | | | their device to | +| | | | | allow other | +| | | | | devices to | +| | | | | connect to the | +| | | | | Internet:¶ If | +| | | | | so, advise that | +| | | | | data used by | +| | | | | other devices | +| | | | | while connected | +| | | | | to the | +| | | | | customer's | +| | | | | Mobile Hotspot | +| | | | | consume the | +| | | | | customer's | +| | | | | data.Refer to | +| | | | | Mobile | +| | | | | Hotspot.¶ If a | +| | | | | built-in or | +| | | | | recommended | +| | | | | data monitoring | +| | | | | application is | +| | | | | available on | +| | | | | their device, | +| | | | | walk the | +| | | | | customer | +| | | | | through using | +| | | | | the app to | +| | | | | determine which | +| | | | | application(s) | +| | | | | or process(es) | +| | | | | are using large | +| | | | | amounts of | +| | | | | data:¶ If no | +| | | | | monitoring app | +| | | | | is available, | +| | | | | determine when | +| | | | | the highest | +| | | | | amount of data | +| | | | | was used, and | +| | | | | ask the | +| | | | | customer what | +| | | | | type of | +| | | | | activity | +| | | | | occurred at the | +| | | | | time, e.g., | +| | | | | streamed video | +| | | | | from YouTube or | +| | | | | Netflix, | +| | | | | streamed audio | +| | | | | from Pandora, | +| | | | | Spotify or | +| | | | | iTunes Music, | +| | | | | used | +| | | | | navigation, | +| | | | | etc.See High | +| | | | | Data Usage | +| | | | | Activities | +| | | | | section.¶ Help | +| | | | | the customer | +| | | | | determine if | +| | | | | the | +| | | | | application(s) | +| | | | | have | +| | | | | configurable | +| | | | | settings that | +| | | | | reduces the | +| | | | | amount of data | +| | | | | used while not | +| | | | | on Wi-Fi, such | +| | | | | as Facebook's | +| | | | | Auto-Play | +| | | | | (mentioned | +| | | | | above), iCloud | +| | | | | backup, or the | +| | | | | Google Play | +| | | | | Store auto | +| | | | | update | +| | | | | feature:¶ If | +| | | | | individual | +| | | | | applications do | +| | | | | not have | +| | | | | settings to | +| | | | | change the data | +| | | | | usage, the data | +| | | | | monitoring app | +| | | | | may provide an | +| | | | | option to | +| | | | | restrict | +| | | | | background | +| | | | | usage so the | +| | | | | application is | +| | | | | only allowed to | +| | | | | use data while | +| | | | | the application | +| | | | | is open and in | +| | | | | use, or while | +| | | | | on Wi-Fi.¶ | +| | | | | Explain the | +| | | | | usage is valid | +| | | | | and educate the | +| | | | | customer on | +| | | | | self-service | +| | | | | options.Educate | +| | | | | the customer on | +| | | | | the option of | +| | | | | changing their | +| | | | | rate plan to | +| | | | | increase their | +| | | | | data | +| | | | | allotment.If | +| | | | | the error or | +| | | | | dispute shows | +| | | | | only in the | +| | | | | unbilled usage | +| | | | | for a | +| | | | | line/account, | +| | | | | set a | +| | | | | commitment to | +| | | | | review the | +| | | | | usage when it | +| | | | | bills to an | +| | | | | invoice.In your | +| | | | | account note, | +| | | | | include the | +| | | | | following:¶ | +| | | | | What you | +| | | | | educated the | +| | | | | customer onAny | +| | | | | decisions made | +| | | | | regarding a | +| | | | | rate plan | +| | | | | changeAny other | +| | | | | action that you | +| | | | | took on the | +| | | | | call¶ ¶ ¶ ¶ | +| | | | | ¶ ¶ Customer | +| | | | | is due a credit | +| | | | | or demands a | +| | | | | credit:¶ ¶ | +| | | | | Source: | +| | | | | Content: Key | +| | | | | terms Roaming | +| | | | | restrictions | +| | | | | Investigating | +| | | | | fringe roaming | +| | | | | charges ¶ | +| | | | | Overview¶ ¶ | +| | | | | Accidental and | +| | | | | fringe roaming | +| | | | | applies to the | +| | | | | customer if | +| | | | | they use their | +| | | | | phone where the | +| | | | | coverage by two | +| | | | | cellular | +| | | | | companies | +| | | | | overlap in | +| | | | | different | +| | | | | countries.¶ ¶ | +| | | | | AT&T customers | +| | | | | who live or | +| | | | | travel near a | +| | | | | U.S. border may | +| | | | | unknowingly use | +| | | | | the | +| | | | | international | +| | | | | roaming | +| | | | | partners' | +| | | | | network. ¶ | +| | | | | This is common | +| | | | | for places in | +| | | | | the U.S near | +| | | | | the Canada and | +| | | | | Mexico | +| | | | | borders.¶ Most | +| | | | | customers | +| | | | | experience | +| | | | | fringe roaming | +| | | | | billing issues | +| | | | | if they have a | +| | | | | retired legacy | +| | | | | rate plan that | +| | | | | doesn't include | +| | | | | Canada or | +| | | | | Mexico.¶ See | +| | | | | the Retired | +| | | | | AT&T Mobile | +| | | | | Share Plus | +| | | | | plans | +| | | | | (Consumer) | +| | | | | (link not | +| | | | | available to | +| | | | | AT&T Business | +| | | | | Solutions, BCSS | +| | | | | - FirstNet, CS | +| | | | | - | +| | | | | Affiliate/PAC, | +| | | | | Digital & | +| | | | | Online Support, | +| | | | | Broadband Tech | +| | | | | Support, | +| | | | | GEM/Gov. | +| | | | | Solutions, Home | +| | | | | Solutions - Tel | +| | | | | co/Specialty, | +| | | | | HQ, IIOT - | +| | | | | Reseller, Video | +| | | | | Back Office, | +| | | | | Narrowband Tech | +| | | | | Support, Small | +| | | | | Business Sales, | +| | | | | Unified | +| | | | | Collections, | +| | | | | U-verse - ART, | +| | | | | and Wired | +| | | | | Solution | +| | | | | Providers) to | +| | | | | understand if | +| | | | | the rate plan | +| | | | | includes | +| | | | | roaming in | +| | | | | Canada or | +| | | | | Mexcio.¶ Most | +| | | | | fringe billing | +| | | | | issues in | +| | | | | Canada or | +| | | | | Mexico can be | +| | | | | resolved if the | +| | | | | customer | +| | | | | upgrades to a | +| | | | | current AT&T | +| | | | | Mobile Share | +| | | | | plan or AT&T | +| | | | | Unlimited rate | +| | | | | plan.¶ See the | +| | | | | Mobile Sales | +| | | | | Tool (MST) for | +| | | | | current plans.¶ | +| | | | | The customer's | +| | | | | phone usage on | +| | | | | the border | +| | | | | needs to have | +| | | | | the same rate | +| | | | | as their | +| | | | | domestic phone | +| | | | | plan.¶ The | +| | | | | current AT&T | +| | | | | rate plans | +| | | | | include roaming | +| | | | | for Canada or | +| | | | | Mexico.¶ Make | +| | | | | sure to | +| | | | | carefully | +| | | | | review credit | +| | | | | or adjustment | +| | | | | requests for | +| | | | | border usage if | +| | | | | a rate plan | +| | | | | change is not | +| | | | | possible. | +| | | | | Fringe roaming | +| | | | | in countries | +| | | | | outside the | +| | | | | continental | +| | | | | U.S. aren't | +| | | | | included in the | +| | | | | fringe roaming | +| | | | | processes. | +| | | | | Roaming charges | +| | | | | in the Gulf of | +| | | | | Mexico are | +| | | | | considered | +| | | | | domestic | +| | | | | charges. See | +| | | | | Gulf of Mexico | +| | | | | roaming (link | +| | | | | not available | +| | | | | to Broadband - | +| | | | | Tech | +| | | | | Support/Sales | +| | | | | Service & | +| | | | | Loyalty, Home | +| | | | | Solutions - Tel | +| | | | | co/Specialty, | +| | | | | HQ, Liberty, | +| | | | | Narrowband Tech | +| | | | | Support, | +| | | | | Unified | +| | | | | Collections, | +| | | | | and U-verse - | +| | | | | ART) for more | +| | | | | details. See | +| | | | | Travel In | +| | | | | Mexico and | +| | | | | Canada without | +| | | | | roaming charges | +| | | | | / No usage | +| | | | | restrictions | +| | | | | (link not | +| | | | | available to | +| | | | | Broadband Tech | +| | | | | Support, HQ, | +| | | | | IIOT Reseller, | +| | | | | Narrowband Tech | +| | | | | Support, and | +| | | | | Wired Solution | +| | | | | Providers) for | +| | | | | more | +| | | | | information on | +| | | | | using your plan | +| | | | | in Mexico and | +| | | | | Canada. AT&T | +| | | | | PREPAID | +| | | | | international | +| | | | | roaming (link | +| | | | | not available | +| | | | | to AT&T | +| | | | | Business | +| | | | | Solutions, BCSS | +| | | | | FirstNet, | +| | | | | Digital & | +| | | | | Online Support, | +| | | | | Broadband Tech | +| | | | | Support, | +| | | | | GEM/Government | +| | | | | Solutions, Home | +| | | | | Solutions - Tel | +| | | | | co/Specialty, | +| | | | | HQ, IIOT | +| | | | | Reseller, Video | +| | | | | Back Office, | +| | | | | Multiproduct | +| | | | | Service, | +| | | | | Mobility | +| | | | | Collections, | +| | | | | Narrowband Tech | +| | | | | Support, Small | +| | | | | Business Sales, | +| | | | | Unified | +| | | | | Collections, | +| | | | | U-verse ART, | +| | | | | and Wired | +| | | | | Solution | +| | | | | Providers) for | +| | | | | more details. | +| | | | | ¶ Key terms | +| | | | | ¶ ¶ ¶ TermDe | +| | | | | finitionSystem | +| | | | | identifiers | +| | | | | (SIDs)¶ SIDs | +| | | | | identify the | +| | | | | cellular | +| | | | | provider and | +| | | | | where the voice | +| | | | | usage took | +| | | | | place.SIDs are | +| | | | | displayed in Te | +| | | | | legence.Engage | +| | | | | MI60 (manager | +| | | | | in 60 seconds) | +| | | | | or SMART Chat | +| | | | | to identify the | +| | | | | SIDs under bill | +| | | | | details in | +| | | | | Telegence.¶ | +| | | | | Border SID | +| | | | | list¶ This is | +| | | | | a list of | +| | | | | Canada and | +| | | | | Mexico SIDs | +| | | | | that are | +| | | | | identified as | +| | | | | border SIDs.¶ | +| | | | | The cellular | +| | | | | voice usage on | +| | | | | these SIDs are | +| | | | | automatically | +| | | | | billed on the | +| | | | | home rate | +| | | | | plan.¶ The | +| | | | | Border SIDs do | +| | | | | not apply to | +| | | | | voice over LTE | +| | | | | (VoLTE), WiFi | +| | | | | calling, text | +| | | | | messaging | +| | | | | (SMS), | +| | | | | multimedia | +| | | | | messaging | +| | | | | service (MMS), | +| | | | | or data usage.¶ | +| | | | | Dummy SID list¶ | +| | | | | This is a list | +| | | | | of Canada and | +| | | | | Mexico SIDs | +| | | | | which were | +| | | | | created | +| | | | | internally to | +| | | | | present in the | +| | | | | bills | +| | | | | only.Telegence | +| | | | | generates Dummy | +| | | | | SIDs to | +| | | | | identify a | +| | | | | roaming | +| | | | | operator’s | +| | | | | country.¶ It | +| | | | | doesn't | +| | | | | indicate the | +| | | | | customer’s | +| | | | | physical | +| | | | | location within | +| | | | | that country.¶ | +| | | | | Dummy SIDs are | +| | | | | used for data | +| | | | | usage rating.¶ | +| | | | | Known fringe | +| | | | | roaming | +| | | | | customer¶ A | +| | | | | customer who | +| | | | | has received or | +| | | | | continues to | +| | | | | receive credits | +| | | | | for fringe | +| | | | | roaming | +| | | | | charges.¶ | +| | | | | Messaging | +| | | | | border service | +| | | | | order code | +| | | | | (SOC)¶ A | +| | | | | restricted SOC | +| | | | | which rates SMS | +| | | | | or MMS usage | +| | | | | for known | +| | | | | fringe roaming | +| | | | | customers.It is | +| | | | | only available | +| | | | | in specific | +| | | | | submarkets | +| | | | | known for | +| | | | | network | +| | | | | overlap.It must | +| | | | | be accompanied | +| | | | | by the correct | +| | | | | domestic | +| | | | | messaging SOC.¶ | +| | | | | ¶ ¶ ¶ ¶ | +| | | | | Roaming | +| | | | | restrictions ¶ | +| | | | | ¶ ¶ If a | +| | | | | customer | +| | | | | requests a | +| | | | | roaming | +| | | | | restriction to | +| | | | | make sure they | +| | | | | can't use | +| | | | | Canada or | +| | | | | Mexico | +| | | | | networks, you | +| | | | | may provision | +| | | | | their account | +| | | | | with the NIRM | +| | | | | SOC.¶ ¶ The | +| | | | | NIRM SOC serves | +| | | | | as an | +| | | | | international | +| | | | | roaming block | +| | | | | with these | +| | | | | features: ¶ ¶ | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 3 | [] | What process | Answer: | Content: What I | +| | | should be | Follow the | Need to Know | +| | | followed | process | Follow this | +| | | when | outlined in | process when | +| | | verifying a | the | verifying a | +| | | CRU/FirstNet | "Content: | CRU/FirstNet | +| | | AgencyPaid | What I Need | Agency Paid | +| | | caller? | to Know" | caller and the | +| | | | section, | Verification | +| | | | which | Criteria | +| | | | includes | selection box | +| | | | adhering to | in Clarify does | +| | | | all VID | not display | +| | | | Business | Verified | +| | | | Rules found | Successfully.. | +| | | | in Account | Adhere to all | +| | | | Verification | VID Business | +| | | | Process - | Rules found in | +| | | | BCSS, | Account | +| | | | protecting | Verification | +| | | | the | Process - BCSS. | +| | | | account's | When you | +| | | | security, | suspect | +| | | | asking the | customer fraud | +| | | | caller to | use the Fraud | +| | | | provide | Call Out | +| | | | their | Process found | +| | | | wireless | in Fraud & | +| | | | number, full | Social | +| | | | name, and | Engineering | +| | | | account | Call Handling | +| | | | name, and | Procedures - | +| | | | verifying | BCSS. This | +| | | | the caller's | process will | +| | | | identity | help determine | +| | | | using | if the person | +| | | | various | on the phone | +| | | | methods | can place an | +| | | | depending on | order or change | +| | | | their caller | service for | +| | | | type. If the | that account. | +| | | | Verification | Procedures | +| | | | Criteria | Protect the | +| | | | selection | account’s | +| | | | box in | security.Advise | +| | | | Clarify does | the caller that | +| | | | not display | protecting | +| | | | Verified Suc | their account | +| | | | cessfully, | security and | +| | | | follow the A | privacy | +| | | | uthenticatio | requires us to | +| | | | n Needed - | validate every | +| | | | CRU/FirstNet | caller.Suggeste | +| | | | Agency Paid | d Verbiage: In | +| | | | process. | order to | +| | | | (Source: | protect your | +| | | | context) | account's | +| | | | | security I will | +| | | | | need to ask for | +| | | | | some additional | +| | | | | information. | +| | | | | Ask the caller | +| | | | | to provide: | +| | | | | Wireless Number | +| | | | | Caller’s Full | +| | | | | Name Account | +| | | | | Name | +| | | | | If the Caller | +| | | | | Then | +| | | | | Caller Name | +| | | | | matches | +| | | | | Business Name | +| | | | | Business Name | +| | | | | is not required | +| | | | | to be verified. | +| | | | | Provides all 3 | +| | | | | items Continue | +| | | | | to the next | +| | | | | step. Does | +| | | | | not provide all | +| | | | | 3 items Caller | +| | | | | is Unverified. | +| | | | | See Caller's | +| | | | | Verification | +| | | | | Status - BCS. | +| | | | | Callers who are | +| | | | | not a FAN | +| | | | | Contact or an | +| | | | | End-User (for | +| | | | | example, an | +| | | | | administrative | +| | | | | assistant), | +| | | | | have no | +| | | | | authority to | +| | | | | make changes or | +| | | | | obtain account- | +| | | | | specific | +| | | | | information, | +| | | | | even if they | +| | | | | can verify the | +| | | | | account. | +| | | | | End-users do | +| | | | | not appear in | +| | | | | the Caller | +| | | | | List. To | +| | | | | determine if | +| | | | | the caller is | +| | | | | an end-user or | +| | | | | a Non End- | +| | | | | User/Non FAN | +| | | | | Contact, ask | +| | | | | the caller if | +| | | | | they are the | +| | | | | user of the | +| | | | | CTN. In | +| | | | | Clarify, select | +| | | | | Not Verified | +| | | | | and Submit. | +| | | | | Generic vs. | +| | | | | Individual Help | +| | | | | Desk Contacts, | +| | | | | see Customer | +| | | | | Contacts - | +| | | | | BCSS. CRU with | +| | | | | FAN - | +| | | | | AOP/DD/DM/TCM, | +| | | | | BAN Admin, End- | +| | | | | User | +| | | | | Verification | +| | | | | Criteria Box | +| | | | | Displays | +| | | | | Procedures | +| | | | | End-User PIN | +| | | | | FAN Contact PIN | +| | | | | Caller has | +| | | | | previously | +| | | | | established a | +| | | | | FAN | +| | | | | Contact/End- | +| | | | | User PIN and | +| | | | | must provide it | +| | | | | as part of the | +| | | | | VID process. | +| | | | | Enter the PIN | +| | | | | the caller | +| | | | | provides into | +| | | | | the Caller | +| | | | | Response field. | +| | | | | Select | +| | | | | Validate. | +| | | | | Caller has 3 | +| | | | | attempts to | +| | | | | provide the | +| | | | | correct | +| | | | | PIN. Suggested | +| | | | | Verbiage: | +| | | | | Mr./Ms. [Caller | +| | | | | Name], as part | +| | | | | of AT&T's | +| | | | | ongoing | +| | | | | commitment to | +| | | | | account | +| | | | | security, | +| | | | | verification of | +| | | | | your secure PIN | +| | | | | is required | +| | | | | before I can | +| | | | | access your | +| | | | | account. The | +| | | | | system shows | +| | | | | you previously | +| | | | | set up a PIN; | +| | | | | could you | +| | | | | please provide | +| | | | | it? If | +| | | | | the Caller | +| | | | | Then | +| | | | | Verifies their | +| | | | | PIN Continue | +| | | | | to Step 6. | +| | | | | Does not verify | +| | | | | their PIN | +| | | | | Continue to | +| | | | | Step 5. FAN | +| | | | | Password & End- | +| | | | | User PIN FAN | +| | | | | Password & FAN | +| | | | | Contact PIN | +| | | | | Caller’s | +| | | | | employer has | +| | | | | enabled | +| | | | | Enhanced | +| | | | | Security as | +| | | | | part of the | +| | | | | verification | +| | | | | process. | +| | | | | Callers must | +| | | | | provide both | +| | | | | the FAN | +| | | | | Password and | +| | | | | FAN | +| | | | | Contact/End- | +| | | | | User PIN.   | +| | | | | Accounts with | +| | | | | Enhanced | +| | | | | Security do not | +| | | | | qualify for the | +| | | | | alternative | +| | | | | verification | +| | | | | process used in | +| | | | | the Forgot PIN | +| | | | | Scenarios. | +| | | | | Ask the caller | +| | | | | to provide the | +| | | | | FAN Password | +| | | | | and FAN | +| | | | | Contact/End- | +| | | | | User PIN. | +| | | | | Caller has 3 | +| | | | | attempts to | +| | | | | provide the | +| | | | | correct FAN | +| | | | | password and | +| | | | | PIN. Enter | +| | | | | the FAN | +| | | | | Password and | +| | | | | FAN Contact PIN | +| | | | | the caller | +| | | | | provides into | +| | | | | the Caller | +| | | | | Response field. | +| | | | | Select | +| | | | | Validate. | +| | | | | If the Caller | +| | | | | Then | +| | | | | Correctly | +| | | | | provides both | +| | | | | the FAN | +| | | | | Password and | +| | | | | FAN | +| | | | | Contact/End- | +| | | | | User PIN | +| | | | | Continue to | +| | | | | Step 6. | +| | | | | Cannot provide | +| | | | | the FAN | +| | | | | Password | +| | | | | Caller is | +| | | | | unverified. See | +| | | | | Caller's | +| | | | | Verification | +| | | | | Status - BCSS. | +| | | | | Correctly | +| | | | | provides the | +| | | | | FAN Password, | +| | | | | but not the FAN | +| | | | | Contact/End- | +| | | | | User PIN | +| | | | | Continue to | +| | | | | Step 5. Other | +| | | | | Options BAN | +| | | | | IMEI ICCID | +| | | | | One-Time PIN - | +| | | | | BCSS) and 1 of | +| | | | | the following: | +| | | | | When a FAN | +| | | | | Password is | +| | | | | present, and | +| | | | | the caller is | +| | | | | an AOP/DD/DM/TC | +| | | | | M/BAN Admin, | +| | | | | they must | +| | | | | verify the FAN | +| | | | | Password.   | +| | | | | The last 4 | +| | | | | digits of the | +| | | | | IMEI/ICCID/BAN | +| | | | | cannot be used | +| | | | | as an | +| | | | | alternative VID | +| | | | | element for | +| | | | | this caller | +| | | | | type. Do not | +| | | | | ask end-users | +| | | | | to provide the | +| | | | | FAN Password in | +| | | | | this scenario. | +| | | | | If Source: | +| | | | | Content: What I | +| | | | | Need to Know | +| | | | | Follow this | +| | | | | process when | +| | | | | verifying a | +| | | | | CRU/FirstNet | +| | | | | AgencyPaid | +| | | | | caller and the | +| | | | | Verification | +| | | | | Criteria | +| | | | | selection box | +| | | | | in Clarify | +| | | | | displays | +| | | | | Verified | +| | | | | Successfully. | +| | | | | Adhere to all | +| | | | | VID Business | +| | | | | Rules found in | +| | | | | Account | +| | | | | Verification | +| | | | | Process - BCSS. | +| | | | | Procedures | +| | | | | Protect the | +| | | | | account’s | +| | | | | security.Advise | +| | | | | the caller that | +| | | | | protecting | +| | | | | their account | +| | | | | security and | +| | | | | privacy | +| | | | | requires us to | +| | | | | validate every | +| | | | | caller.Suggeste | +| | | | | d Verbiage: | +| | | | | Thank you for | +| | | | | using your PIN | +| | | | | to validate | +| | | | | your identity | +| | | | | today. This | +| | | | | helps us to | +| | | | | keep your | +| | | | | account secure. | +| | | | | In order to | +| | | | | further protect | +| | | | | your account's | +| | | | | security I will | +| | | | | need to ask for | +| | | | | some additional | +| | | | | information. | +| | | | | Ask the caller | +| | | | | to provide: | +| | | | | Wireless Number | +| | | | | Caller’s Full | +| | | | | Name .Account | +| | | | | Name | +| | | | | If the Caller | +| | | | | Then | +| | | | | Caller Name | +| | | | | matches | +| | | | | Business Name | +| | | | | Business Name | +| | | | | is not required | +| | | | | to be verified. | +| | | | | Correctly | +| | | | | provided all 3 | +| | | | | items Continue | +| | | | | to the next | +| | | | | step. Did | +| | | | | not correctly | +| | | | | provide all 3 | +| | | | | items Caller | +| | | | | is unverified. | +| | | | | See Caller's | +| | | | | Verification | +| | | | | Status - BCSS. | +| | | | | Confirm the | +| | | | | caller's name | +| | | | | matches the | +| | | | | name indicated | +| | | | | on the | +| | | | | IVR/Verify | +| | | | | Selection | +| | | | | Information. | +| | | | | FAN Contact | +| | | | | PIN: Screen-pop | +| | | | | provides the | +| | | | | FAN Contact | +| | | | | name associated | +| | | | | with the PIN. | +| | | | | End-User PIN: | +| | | | | Clarify IVR Ver | +| | | | | ify/Selection | +| | | | | Information | +| | | | | displays Not | +| | | | | Available for | +| | | | | the validated | +| | | | | end-user | +| | | | | contact name. | +| | | | | If Then | +| | | | | Name matches | +| | | | | Continue to | +| | | | | Step 6. | +| | | | | Name does not | +| | | | | match Fully | +| | | | | verify the | +| | | | | caller using | +| | | | | the Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Authentication | +| | | | | Needed - BCSS | +| | | | | policy.Immediat | +| | | | | ely follow the | +| | | | | steps in the | +| | | | | PIN/Name | +| | | | | Mismatch | +| | | | | section of the | +| | | | | PIN Maintenance | +| | | | | - BCSS. | +| | | | | Not Available | +| | | | | (Validated End- | +| | | | | User PIN) | +| | | | | Continue to | +| | | | | Step 6. | +| | | | | N/A - Account | +| | | | | Number IVR | +| | | | | Verified | +| | | | | Displays | +| | | | | Continue to the | +| | | | | next step. If | +| | | | | the Caller is | +| | | | | Then FAN | +| | | | | Contact (AOP/DD | +| | | | | /DM/TCM/BAN | +| | | | | Admin Continue | +| | | | | to the next | +| | | | | step End- | +| | | | | User CRU with | +| | | | | FAN End- | +| | | | | User or Account | +| | | | | Holder Non-FAN | +| | | | | CRU Continue | +| | | | | to Step 8. | +| | | | | Help Desk | +| | | | | Contact | +| | | | | Non FAN Contact | +| | | | | / Non End-User | +| | | | | Caller is | +| | | | | Unverified. See | +| | | | | Caller's | +| | | | | Verification | +| | | | | Status - BCSS. | +| | | | | End-UsersIs | +| | | | | there an End- | +| | | | | User PIN Opt | +| | | | | Out Indicator | +| | | | | present in | +| | | | | Clarify? | +| | | | | If Then | +| | | | | Yes Continue | +| | | | | to Step 8. | +| | | | | No Caller | +| | | | | needs to create | +| | | | | an End-User PIN | +| | | | | as part of the | +| | | | | VID process. | +| | | | | See PIN setup | +| | | | | instructions | +| | | | | and | +| | | | | requirements in | +| | | | | PIN | +| | | | | Maintenance. | +| | | | | VID Exception | +| | | | | Instructions do | +| | | | | not void the | +| | | | | PIN Setup | +| | | | | requirement. | +| | | | | If the End-User | +| | | | | refuses to set | +| | | | | up a PIN, set | +| | | | | the following | +| | | | | exceptions and | +| | | | | then continue | +| | | | | to Step 8. | +| | | | | Use of the PIN | +| | | | | to verify | +| | | | | provides the | +| | | | | most secure | +| | | | | method of | +| | | | | account | +| | | | | security. The | +| | | | | IVR requires | +| | | | | customers to | +| | | | | create a PIN | +| | | | | prior to | +| | | | | passing the | +| | | | | call to a | +| | | | | representative: | +| | | | | Once created, | +| | | | | the IVR will | +| | | | | prompt for the | +| | | | | PIN each time | +| | | | | the customer | +| | | | | calls. In | +| | | | | future calls, | +| | | | | failure to | +| | | | | create a PIN | +| | | | | could result in | +| | | | | the customer | +| | | | | not being able | +| | | | | to access their | +| | | | | account until | +| | | | | the PIN is | +| | | | | created. | +| | | | | Cancelled/Tenta | +| | | | | tive Account | +| | | | | Pseudo CTN | +| | | | | Do not attempt | +| | | | | to create a | +| | | | | PIN. Continue | +| | | | | to Step 8. | +| | | | | FAN ContactsIs | +| | | | | there an FAN | +| | | | | Contact PIN Opt | +| | | | | Out Indicator | +| | | | | present in | +| | | | | Clarify? | +| | | | | If Then | +| | | | | Yes Continue | +| | | | | to Step 8. | +| | | | | No Caller | +| | | | | needs to create | +| | | | | an End-User PIN | +| | | | | as part of the | +| | | | | VID process. | +| | | | | See PIN setup | +| | | | | instructions | +| | | | | and | +| | | | | requirements in | +| | | | | PIN | +| | | | | Maintenance. | +| | | | | VID Exception | +| | | | | Instructions do | +| | | | | not void the | +| | | | | PIN Setup | +| | | | | requirement. | +| | | | | If the FAN | +| | | | | Contact refuses | +| | | | | to set up a | +| | | | | PIN, set the | +| | | | | following | +| | | | | exceptions and | +| | | | | then continue | +| | | | | to Step 8. | +| | | | | Use of the PIN | +| | | | | to verify | +| | | | | provides the | +| | | | | most secure | +| | | | | method of | +| | | | | account | +| | | | | security. Use | +| | | | | of the PIN to | +| | | | | verify provides | +| | | | | the most secure | +| | | | | method of | +| | | | | account Source: | +| | | | | Content: What I | +| | | | | Need to Know | +| | | | | Adhere to all | +| | | | | VID Business | +| | | | | Rules found in | +| | | | | Account | +| | | | | Verification | +| | | | | Process - BCSS. | +| | | | | Procedures The | +| | | | | receiving | +| | | | | customer must | +| | | | | provide their | +| | | | | CTN and their | +| | | | | name: This | +| | | | | shortened VID | +| | | | | is only allowed | +| | | | | if the caller | +| | | | | does not | +| | | | | already have an | +| | | | | existing | +| | | | | account and if | +| | | | | there is an | +| | | | | authorization | +| | | | | SOC/note by the | +| | | | | current owner | +| | | | | or the EUMC | +| | | | | table in the | +| | | | | profile | +| | | | | authorizes end- | +| | | | | users to | +| | | | | complete | +| | | | | ToBR.In | +| | | | | Clarify, select | +| | | | | Other > ToBR | +| | | | | VID Exception > | +| | | | | type the | +| | | | | customer's | +| | | | | first and last | +| | | | | name in the | +| | | | | text box. If | +| | | | | the caller | +| | | | | requires | +| | | | | account- | +| | | | | specific | +| | | | | information | +| | | | | (not listed as | +| | | | | allowed in the | +| | | | | ToBR policy) on | +| | | | | the original | +| | | | | account, the | +| | | | | caller must | +| | | | | complete a full | +| | | | | VID. Follow the | +| | | | | Authentication | +| | | | | Needed - | +| | | | | CRU/FirstNet | +| | | | | Agency Paid | +| | | | | process. | +| | | | | Source: | +| | | | | Content: Access | +| | | | | to customers' | +| | | | | accounts is | +| | | | | only authorized | +| | | | | with a valid | +| | | | | business reason | +| | | | | as part of your | +| | | | | work duties. | +| | | | | Perform VID on | +| | | | | every call. | +| | | | | Failure to | +| | | | | follow all | +| | | | | steps in the | +| | | | | account | +| | | | | verification | +| | | | | process can put | +| | | | | the customer's | +| | | | | account | +| | | | | information at | +| | | | | risk. | +| | | | | Internal | +| | | | | centers: Any | +| | | | | such failure is | +| | | | | a violation of | +| | | | | the Code of | +| | | | | Business | +| | | | | Conduct. | +| | | | | Dual SIM: | +| | | | | Multiple lines | +| | | | | of service can | +| | | | | be associated | +| | | | | to the device. | +| | | | | Authenticate | +| | | | | each line | +| | | | | separately. See | +| | | | | Dual SIM / Dual | +| | | | | Standby (DSDS) | +| | | | | - BCSS. | +| | | | | Verification | +| | | | | Procedures | +| | | | | Select the | +| | | | | verification | +| | | | | method for your | +| | | | | caller type | +| | | | | and/or | +| | | | | workgroup. | +| | | | | Scenario VID | +| | | | | Process | +| | | | | Clarify | +| | | | | displays | +| | | | | Verified | +| | | | | Successfully | +| | | | | (CRU/FirstNet | +| | | | | Agency Paid) | +| | | | | Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Authenticated | +| | | | | Caller - BCSS | +| | | | | Clarify does | +| | | | | not display | +| | | | | Verified | +| | | | | Successfully | +| | | | | (CRU/FirstNet | +| | | | | Agency Paid) | +| | | | | Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Authentication | +| | | | | Needed - BCSS | +| | | | | eChat | +| | | | | Representatives | +| | | | | Only Account | +| | | | | Verification | +| | | | | Process - BCSS | +| | | | | eChat | +| | | | | Representatives | +| | | | | Internal | +| | | | | Employee or | +| | | | | Transferred | +| | | | | Call Account | +| | | | | Verification | +| | | | | Process - AT&T | +| | | | | Employee/Intern | +| | | | | al Transfer - | +| | | | | BCSS Retail & | +| | | | | Sales and | +| | | | | Service | +| | | | | Managers | +| | | | | (BMC/BME/BM IoT | +| | | | | Only) Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Retail & Sales | +| | | | | and Service | +| | | | | Managers - | +| | | | | BMC/BME/BM IoT | +| | | | | Only Retail & | +| | | | | Sales and | +| | | | | Service | +| | | | | Managers (BRS/B | +| | | | | MTS/FNCS/FNSS/S | +| | | | | SO Only) | +| | | | | Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Retail & Sales | +| | | | | and Service | +| | | | | Managers - BSRS | +| | | | | /BMTS/FNCS/FNSS | +| | | | | /SSO - BCSS  | +| | | | | Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Retail & Sales | +| | | | | and Service | +| | | | | Managers - | +| | | | | BSRS/SSO Puerto | +| | | | | Rico Center | +| | | | | Only ToBR | +| | | | | Receiving | +| | | | | Customer | +| | | | | Account | +| | | | | Verification | +| | | | | Process - ToBR | +| | | | | - BCSS | +| | | | | Business Rules | +| | | | | Verify | +| | | | | Mobility- | +| | | | | related | +| | | | | misrouted calls | +| | | | | when the | +| | | | | request is | +| | | | | supported by | +| | | | | your workgroup. | +| | | | | Review and | +| | | | | follow Fraud | +| | | | | Alerts in the | +| | | | | Important | +| | | | | Information | +| | | | | section of | +| | | | | Clarify prior | +| | | | | to proceeding. | +| | | | | If a FirstNet | +| | | | | caller is | +| | | | | unable to VID | +| | | | | during a crisis | +| | | | | /emergency, see | +| | | | | Caller Access | +| | | | | Levels - CRU | +| | | | | Mobility > | +| | | | | FirstNet Crisis | +| | | | | /Emergency. | +| | | | | The caller that | +| | | | | verifies the | +| | | | | account must | +| | | | | complete all | +| | | | | transactions: | +| | | | | Verified | +| | | | | callers may | +| | | | | hand the phone | +| | | | | to another | +| | | | | person to | +| | | | | assist with | +| | | | | device settings | +| | | | | /navigation and | +| | | | | explanation of | +| | | | | service only. | +| | | | | If a verified | +| | | | | end-user caller | +| | | | | claims to have | +| | | | | more access | +| | | | | than allowed, | +| | | | | or needs | +| | | | | authorization, | +| | | | | attempt to | +| | | | | reach at least | +| | | | | 2 of their | +| | | | | AOP/TCMs for | +| | | | | authorization. | +| | | | | AOP/TCM must | +| | | | | remain on the | +| | | | | line and | +| | | | | complete the | +| | | | | requested | +| | | | | transactions. | +| | | | | Never call the | +| | | | | AOP/TCM on | +| | | | | behalf of an | +| | | | | unverified | +| | | | | caller: If | +| | | | | the AOP/TCM is | +| | | | | already | +| | | | | conferenced on | +| | | | | the line when | +| | | | | they first call | +| | | | | in, they must | +| | | | | complete a full | +| | | | | VID and remain | +| | | | | on the line to | +| | | | | complete the | +| | | | | requested | +| | | | | transactions. | +| | | | | Refer requests | +| | | | | from law | +| | | | | enforcement or | +| | | | | legal counsel | +| | | | | to Global Legal | +| | | | | Demand Center | +| | | | | (GLDC): Legal, | +| | | | | Emergency, and | +| | | | | E911 Requests. | +| | | | | Callers | +| | | | | completing a | +| | | | | Transfer of | +| | | | | Billing | +| | | | | Responsibility | +| | | | | to an existing | +| | | | | account – | +| | | | | follow VID | +| | | | | Steps on from | +| | | | | account only. | +| | | | | Applicable ToBR | +| | | | | policies | +| | | | | determine how | +| | | | | to verify the | +| | | | | target account. | +| | | | | Callers | +| | | | | completing a | +| | | | | CRU Enrollment | +| | | | | – follow VID | +| | | | | steps on target | +| | | | | account only. | +| | | | | Applicable | +| | | | | Enrollment | +| | | | | policies | +| | | | | determine how | +| | | | | to verify the | +| | | | | from account if | +| | | | | verification is | +| | | | | required. More | +| | | | | to Know CTN & | +| | | | | Screen-Pop | +| | | | | If the CTN | +| | | | | appears in the | +| | | | | screen-pop | +| | | | | display, | +| | | | | provide the CTN | +| | | | | to the caller | +| | | | | and ask if you | +| | | | | are accessing | +| | | | | the correct | +| | | | | account. If | +| | | | | the CTN does | +| | | | | not appear in | +| | | | | the screen-pop, | +| | | | | ask the caller | +| | | | | for the CTN and | +| | | | | enter the | +| | | | | value. If the | +| | | | | caller provides | +| | | | | the full BAN | +| | | | | instead of the | +| | | | | CTN, accept the | +| | | | | BAN, but ask | +| | | | | the caller | +| | | | | which CTN they | +| | | | | are calling | +| | | | | about. | +| | | | | Caller & | +| | | | | Account Name | +| | | | | Callers can | +| | | | | give an account | +| | | | | name that | +| | | | | closely mirrors | +| | | | | the FAN/BAN. | +| | | | | Nicknames/name | +| | | | | substitutions | +| | | | | are allowed - | +| | | | | Chris instead | +| | | | | of Christopher, | +| | | | | JS Painting | +| | | | | instead of Joe | +| | | | | Smith Painting. | +| | | | | Select the | +| | | | | Appropriate | +| | | | | Caller Name & | +| | | | | Role in Clarify | +| | | | | - BCSS Verify | +| | | | | the Correct | +| | | | | Number is | +| | | | | Captured in | +| | | | | Clarify - BCSS | +| | | | | CTN Alternative | +| | | | | Options During | +| | | | | VID - BCSS | +| | | | | Source: | +| | | | | Content: | +| | | | | General Inquiry | +| | | | | Points | | +| | | | | Business Rules | +| | | | | FAN/Non-FAN CRU | +| | | | | | Business | +| | | | | Rules FirstNet | +| | | | | Subscriber Paid | +| | | | | | Procedures | | +| | | | | Expectations | | +| | | | | FAQ's General | +| | | | | Inquiry Points | +| | | | | Provide a high- | +| | | | | level overview | +| | | | | of the steps | +| | | | | the customer | +| | | | | would need to | +| | | | | take to | +| | | | | complete the | +| | | | | process (credit | +| | | | | evaluation, | +| | | | | fees, and | +| | | | | eligibility | +| | | | | requirements) | +| | | | | and offer to | +| | | | | complete the | +| | | | | transaction. | +| | | | | Make the | +| | | | | customer aware | +| | | | | of the ability | +| | | | | to complete the | +| | | | | process online | +| | | | | if it is availa | +| | | | | ble.Puerto Rico | +| | | | | & U.S. Virgin | +| | | | | Islands | +| | | | | NumbersDue to | +| | | | | the sale of | +| | | | | AT&T Wireless | +| | | | | in Puerto Rico | +| | | | | & U.S. Virgin | +| | | | | Islands, AT&T | +| | | | | will no longer | +| | | | | be able to | +| | | | | support new | +| | | | | activations of | +| | | | | Puerto Rico and | +| | | | | U.S. Virgin | +| | | | | Island wireless | +| | | | | numbers. This | +| | | | | includes | +| | | | | moves/port ins | +| | | | | and Transfer of | +| | | | | Billing | +| | | | | Responsibility | +| | | | | from Liberty | +| | | | | Mobile to AT&T. | +| | | | | All Orders | +| | | | | Credit | +| | | | | Evaluation: | +| | | | | Customers must | +| | | | | agree to a | +| | | | | credit | +| | | | | evaluation as a | +| | | | | condition of | +| | | | | activating | +| | | | | wireless | +| | | | | service with | +| | | | | AT&T. | +| | | | | Activation | +| | | | | Charges. See | +| | | | | AT&T Fees - | +| | | | | BCSS Section | +| | | | | A/Activation | +| | | | | Fee . | +| | | | | Review any | +| | | | | applicable fees | +| | | | | with the | +| | | | | customer. | +| | | | | Self-service | +| | | | | Options: | +| | | | | Customers can | +| | | | | be educated on | +| | | | | the self- | +| | | | | service options | +| | | | | available to | +| | | | | them (for | +| | | | | example, | +| | | | | Premier/myAT&T) | +| | | | | as applicable | +| | | | | to customer | +| | | | | type. Avoid | +| | | | | giving the | +| | | | | impression of | +| | | | | unwillingness | +| | | | | or inability to | +| | | | | assist with the | +| | | | | customer’s | +| | | | | request. | +| | | | | For CRU and | +| | | | | Signature | +| | | | | customers, | +| | | | | check FaST for | +| | | | | available | +| | | | | options. | +| | | | | Additional info | +| | | | | for COAM | +| | | | | Verification of | +| | | | | AT&T-approved | +| | | | | equipment: | +| | | | | Customers | +| | | | | requesting to | +| | | | | activate non- | +| | | | | approved | +| | | | | equipment may | +| | | | | encounter | +| | | | | compatibility | +| | | | | issues, such as | +| | | | | limited | +| | | | | functionality | +| | | | | or even the | +| | | | | inability to | +| | | | | operate on our | +| | | | | network. | +| | | | | Advise the | +| | | | | customer | +| | | | | accordingly | +| | | | | before | +| | | | | proceeding with | +| | | | | their request | +| | | | | to activate | +| | | | | non-approved | +| | | | | equipment. | +| | | | | Offer to verify | +| | | | | the customer | +| | | | | has | +| | | | | AT&T-approved | +| | | | | equipment. | +| | | | | Use the IMEI | +| | | | | Search Tool in | +| | | | | Link Center. | +| | | | | The customer | +| | | | | must give the | +| | | | | entire IMEI; | +| | | | | required: | +| | | | | restate the | +| | | | | entire IMEI to | +| | | | | customer to | +| | | | | ensure the | +| | | | | numbers are | +| | | | | correct. If No | +| | | | | Results Found | +| | | | | is returned, | +| | | | | advise the | +| | | | | customer that | +| | | | | they may | +| | | | | encounter | +| | | | | compatibility | +| | | | | issues such as | +| | | | | limited | +| | | | | functionality | +| | | | | or even the | +| | | | | ability to | +| | | | | operate on our | +| | | | | network. | +| | | | | Verification of | +| | | | | Blocklist: | +| | | | | Enter the IMEI | +| | | | | into LDC | +| | | | | located in Link | +| | | | | Center to see | +| | | | | if equipment is | +| | | | | on the | +| | | | | blocklist. | +| | | | | Do not advise | +| | | | | the customer | +| | | | | you are | +| | | | | checking to see | +| | | | | if the IMEI is | +| | | | | on the | +| | | | | blocklist. | +| | | | | If the | +| | | | | equipment is | +| | | | | not on the | +| | | | | blocklist, no | +| | | | | further action | +| | | | | is required. | +| | | | | If the | +| | | | | equipment is on | +| | | | | the blocklist, | +| | | | | advise the | +| | | | | customer: This | +| | | | | device has been | +| | | | | reported stolen | +| | | | | by the previous | +| | | | | user and is | +| | | | | being blocked | +| | | | | from use on the | +| | | | | AT&T network. | +| | | | | You will need | +| | | | | to provide an | +| | | | | alternate | +| | | | | device for | +| | | | | service to be | +| | | | | activated. | +| | | | | For additional | +| | | | | information, | +| | | | | see Blacklist a | +| | | | | Stolen | +| | | | | Device/Remove | +| | | | | from | +| | | | | Blacklist/DLC | +| | | | | Blacklisting | +| | | | | Check - BCSS. | +| | | | | Additional info | +| | | | | for Port-Ins | +| | | | | Verification of | +| | | | | Port | +| | | | | Eligibility: A | +| | | | | port- | +| | | | | eligibility | +| | | | | check is | +| | | | | required prior | +| | | | | to performing | +| | | | | the port- | +| | | | | request; this | +| | | | | is to check to | +| | | | | see if the | +| | | | | number is | +| | | | | eligible to | +| | | | | port. Check | +| | | | | to see if the | +| | | | | number is | +| | | | | eligible to | +| | | | | port using OPUS | +| | | | | or Port | +| | | | | Eligibility and | +| | | | | References | +| | | | | Services | +| | | | | (PEARS) in Link | +| | | | | Center. Also, | +| | | | | check the | +| | | | | number the | +| | | | | customer wishes | +| | | | | to port is | +| | | | | located in an | +| | | | | AT&T Mobility | +| | | | | coverage area | +| | | | | since PEARS | +| | | | | does not | +| | | | | evaluate this | +| | | | | requirement. | +| | | | | Required Port | +| | | | | Information: | +| | | | | Ensure the | +| | | | | customer is | +| | | | | aware of the | +| | | | | information | +| | | | | they need to | +| | | | | begin the | +| | | | | porting | +| | | | | process. | +| | | | | Their service | +| | | | | must be active | +| | | | | with their | +| | | | | current service | +| | | | | provider. | +| | | | | The | +| | | | | customer must | +| | | | | provide: | +| | | | | Their current | +| | | | | service | +| | | | | provider's | +| | | | | account number | +| | | | | The Social | +| | | | | Security number | +| | | | | or Tax ID | +| | | | | number that is | +| | | | | associated with | +| | | | | their current | +| | | | | service | +| | | | | provider's | +| | | | | account The | +| | | | | address as it | +| | | | | is shown on | +| | | | | their current | +| | | | | service | +| | | | | provider's | +| | | | | account The | +| | | | | PIN/password if | +| | | | | they have one | +| | | | | on their | +| | | | | current service | +| | | | | provider's | +| | | | | account If | +| | | | | Applicable: | +| | | | | Carrier Port- | +| | | | | Out PIN | +| | | | | (customer must | +| | | | | follow OSP’s | +| | | | | process to | +| | | | | obtain Port-Out | +| | | | | PIN) General | +| | | | | Inquiry Points | +| | | | | | Business | +| | | | | Rules FAN/Non- | +| | | | | FAN CRU | | +| | | | | Business Rules | +| | | | | FirstNet | +| | | | | Subscriber Paid | +| | | | | | Procedures | | +| | | | | Expectations | | +| | | | | FAQ's FAN/Non- | +| | | | | FAN New Service | +| | | | | Orders CRU | +| | | | | Non-FAN Review | +| | | | | Account and | +| | | | | Notes/Special | +| | | | | Instructions | +| | | | | Requester must | +| | | | | have | +| | | | | authorization | +| | | | | to add lines to | +| | | | | the account. | +| | | | | Discuss AMB | +| | | | | Contract | +| | | | | benefits and | +| | | | | offer to | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 4 | [] | I need to | Sure, can | Content: What I | +| | | verify the | you provide | Need to Know | +| | | customer. | more context | Adhere to all | +| | | | on the | VID Business | +| | | | customer and | Rules found in | +| | | | the type of | Account | +| | | | verification | Verification | +| | | | needed? The | Process - BCSS. | +| | | | process may | Determine | +| | | | vary | Verification | +| | | | depending on | Method Ask the | +| | | | the | caller to | +| | | | situation. | provide:¶ | +| | | | (Source: | Caller's full | +| | | | Personal | nameATTUID¶ If | +| | | | knowledge) | Screen pop is | +| | | | | available, the | +| | | | | ATTUID can be | +| | | | | confirmed | +| | | | | instead of | +| | | | | requesting it | +| | | | | be provided.Ide | +| | | | | ntify the | +| | | | | caller's | +| | | | | Business Unit | +| | | | | in Webphone. If | +| | | | | the caller does | +| | | | | not have a | +| | | | | Business Unit | +| | | | | listed, move up | +| | | | | in the | +| | | | | hierarchy until | +| | | | | a Business Unit | +| | | | | is visible.¶ ¶ | +| | | | | Continue | +| | | | | verification | +| | | | | based on the | +| | | | | Business Unit.¶ | +| | | | | When the | +| | | | | Business Unit | +| | | | | starts with | +| | | | | AT&T Business, | +| | | | | follow AT&T | +| | | | | Business (BCSS/ | +| | | | | Enterprise/GBS) | +| | | | | or Finance.When | +| | | | | the Business | +| | | | | Unit does not | +| | | | | start with AT&T | +| | | | | Business, | +| | | | | follow Non-AT&T | +| | | | | Business - All | +| | | | | Retail/Virtual | +| | | | | Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales)/AT&T | +| | | | | Right to You.¶ | +| | | | | Non-AT&T | +| | | | | Business - All | +| | | | | Retail/Virtual | +| | | | | Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales)/AT&T | +| | | | | Right to You | +| | | | | FirstNet | +| | | | | Customer | +| | | | | Service: Only | +| | | | | verify Retail | +| | | | | when the | +| | | | | request is | +| | | | | supported by | +| | | | | your | +| | | | | department. | +| | | | | Refer | +| | | | | unsupported | +| | | | | requests to | +| | | | | *AID. BSRS/BMT | +| | | | | S/FNSS/SSO: The | +| | | | | below process | +| | | | | applies to all | +| | | | | Retail/Virtual | +| | | | | Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales)/AT&T | +| | | | | Right to You re | +| | | | | presentatives, | +| | | | | or any caller | +| | | | | (or their | +| | | | | manager) that | +| | | | | is not in a | +| | | | | Business Unit | +| | | | | that starts | +| | | | | with AT&T | +| | | | | Business. | +| | | | | Validate the | +| | | | | representative | +| | | | | following the | +| | | | | steps in the | +| | | | | Agent | +| | | | | Verification | +| | | | | Tool - BCSS.¶ | +| | | | | AT&T Right to | +| | | | | You | +| | | | | representatives | +| | | | | may call with | +| | | | | their | +| | | | | supervisor on | +| | | | | the line; the | +| | | | | supervisor will | +| | | | | provide the | +| | | | | Token | +| | | | | Authentication | +| | | | | code.If AVT is | +| | | | | down, report | +| | | | | the AVT outage | +| | | | | as outlined in | +| | | | | System Issues | +| | | | | and Outages.¶ | +| | | | | Ask the caller | +| | | | | to provide:¶ | +| | | | | 10-digit CTN.¶ | +| | | | | Obtain the full | +| | | | | BAN when there | +| | | | | are no CTNs on | +| | | | | the account.See | +| | | | | Business | +| | | | | Rules/More to | +| | | | | Know on | +| | | | | verifying BAN | +| | | | | in place of | +| | | | | CTN. Refer to | +| | | | | CTN Alternative | +| | | | | Options During | +| | | | | VID - BCSS ¶ | +| | | | | Account name | +| | | | | (Consumer/SIG) | +| | | | | or company name | +| | | | | (CRU): ¶ | +| | | | | Confirm the | +| | | | | 10-digit CTN | +| | | | | matches the | +| | | | | account/company | +| | | | | name.Company | +| | | | | name is | +| | | | | acceptable if | +| | | | | closely mirrors | +| | | | | the FAN or BAN | +| | | | | name.Doing | +| | | | | Business As | +| | | | | (DBA) name is | +| | | | | also accepted, | +| | | | | if listed in | +| | | | | ROME.¶ | +| | | | | Customer's full | +| | | | | name:¶ | +| | | | | Validate in | +| | | | | FaST on the FAN | +| | | | | profile (CRU | +| | | | | only).Verify | +| | | | | RAUs in | +| | | | | Snapshot.¶ ¶ | +| | | | | Retail/Authoiri | +| | | | | zed Retail | +| | | | | Only: Confirm | +| | | | | that the | +| | | | | customer is | +| | | | | present in | +| | | | | store. Ask the | +| | | | | caller if they | +| | | | | have fully | +| | | | | verified the | +| | | | | customer. | +| | | | | Telegence Memos | +| | | | | will show the | +| | | | | results of the | +| | | | | Driver’s | +| | | | | License scan. | +| | | | | AT&T Business ( | +| | | | | BCSS/Enterprise | +| | | | | /GBS) or | +| | | | | Finance BSRS/B | +| | | | | MTS/FNSS/SSO: | +| | | | | The below | +| | | | | process applies | +| | | | | to all Sales Co | +| | | | | ntacts/Account | +| | | | | Executives, or | +| | | | | any caller (or | +| | | | | their manager), | +| | | | | in a Business | +| | | | | Unit that | +| | | | | starts with | +| | | | | AT&T Business. | +| | | | | ¶ If the | +| | | | | seller requests | +| | | | | navigational | +| | | | | assistance with | +| | | | | OPUS or ROME, | +| | | | | select | +| | | | | Navigational | +| | | | | Assistance | +| | | | | below.Some | +| | | | | accounts have | +| | | | | special notes | +| | | | | allowing ABS | +| | | | | Sales | +| | | | | representatives | +| | | | | to make more | +| | | | | than the | +| | | | | standard | +| | | | | requests | +| | | | | allowed; refer | +| | | | | to FaST notes | +| | | | | for | +| | | | | exceptions.Ask | +| | | | | the caller to | +| | | | | provide:¶ | +| | | | | Validate the | +| | | | | representative | +| | | | | following the | +| | | | | steps in the | +| | | | | Agent | +| | | | | Verification | +| | | | | Tool - BCSS.¶ | +| | | | | If AVT is down, | +| | | | | report the AVT | +| | | | | outage as | +| | | | | outlined in | +| | | | | System Issues | +| | | | | and Outages.¶ | +| | | | | 10-digit CTN: ¶ | +| | | | | Obtain the full | +| | | | | BAN or Invoice | +| | | | | ID if there are | +| | | | | no CTNs on the | +| | | | | account.See | +| | | | | Business | +| | | | | Rules/More to | +| | | | | Know on | +| | | | | verifying BAN | +| | | | | in place of | +| | | | | CTN. Refer to | +| | | | | CTN Alternative | +| | | | | Options During | +| | | | | VID - BCSS ¶ | +| | | | | Account name | +| | | | | (Consumer/SIG) | +| | | | | or company name | +| | | | | (CRU):¶ | +| | | | | Confirm the | +| | | | | 10-digit CTN | +| | | | | matches the | +| | | | | account/company | +| | | | | nameDoing | +| | | | | Business As | +| | | | | (DBA) name is | +| | | | | also accepted, | +| | | | | if listed in | +| | | | | ROME.¶ FAN | +| | | | | Password (when | +| | | | | present) or | +| | | | | last 4-digits | +| | | | | of the BAN | +| | | | | (when no FAN | +| | | | | Password is | +| | | | | present). | +| | | | | Customer's full | +| | | | | name:¶ | +| | | | | Validate in | +| | | | | FaST on the FAN | +| | | | | profile (CRU | +| | | | | only).¶ Ask | +| | | | | for the | +| | | | | caller's | +| | | | | Manager's name | +| | | | | as listed in | +| | | | | Webphone. Ask | +| | | | | the caller if | +| | | | | they have fully | +| | | | | verified the | +| | | | | customer. The | +| | | | | customer does | +| | | | | not have to be | +| | | | | on the line or | +| | | | | in the store. | +| | | | | If the caller | +| | | | | is unable to | +| | | | | complete all | +| | | | | verification | +| | | | | requirements | +| | | | | the caller is | +| | | | | unverified and | +| | | | | has General | +| | | | | Access. They | +| | | | | may not make | +| | | | | any changes.Nav | +| | | | | igational | +| | | | | assistance may | +| | | | | Source: | +| | | | | Content: Large | +| | | | | Business) or | +| | | | | 800.331.0500 | +| | | | | (Small | +| | | | | Business). | +| | | | | Transfer VID | +| | | | | Process If the | +| | | | | account was | +| | | | | fully verified, | +| | | | | there is no | +| | | | | need to re- | +| | | | | verify the | +| | | | | customer. If | +| | | | | the transcript | +| | | | | did not carry | +| | | | | over, the | +| | | | | customer must | +| | | | | be verified. | +| | | | | follow the | +| | | | | existing VID | +| | | | | procedures | +| | | | | above before | +| | | | | assisting the | +| | | | | customer. | +| | | | | Source: | +| | | | | Content: What I | +| | | | | Need to Know | +| | | | | Adhere to all | +| | | | | VID Business | +| | | | | Rules found in | +| | | | | Account | +| | | | | Verification | +| | | | | Process - BCSS. | +| | | | | Procedures The | +| | | | | receiving | +| | | | | customer must | +| | | | | provide their | +| | | | | CTN and their | +| | | | | name: This | +| | | | | shortened VID | +| | | | | is only allowed | +| | | | | if the caller | +| | | | | does not | +| | | | | already have an | +| | | | | existing | +| | | | | account and if | +| | | | | there is an | +| | | | | authorization | +| | | | | SOC/note by the | +| | | | | current owner | +| | | | | or the EUMC | +| | | | | table in the | +| | | | | profile | +| | | | | authorizes end- | +| | | | | users to | +| | | | | complete | +| | | | | ToBR.In | +| | | | | Clarify, select | +| | | | | Other > ToBR | +| | | | | VID Exception > | +| | | | | type the | +| | | | | customer's | +| | | | | first and last | +| | | | | name in the | +| | | | | text box. If | +| | | | | the caller | +| | | | | requires | +| | | | | account- | +| | | | | specific | +| | | | | information | +| | | | | (not listed as | +| | | | | allowed in the | +| | | | | ToBR policy) on | +| | | | | the original | +| | | | | account, the | +| | | | | caller must | +| | | | | complete a full | +| | | | | VID. Follow the | +| | | | | Authentication | +| | | | | Needed - | +| | | | | CRU/FirstNet | +| | | | | Agency Paid | +| | | | | process. | +| | | | | Source: | +| | | | | Content: What I | +| | | | | Need to Know | +| | | | | Adhere to all | +| | | | | VID Business | +| | | | | Rules found in | +| | | | | Account | +| | | | | Verification | +| | | | | Process - BCSS | +| | | | | . If a | +| | | | | verified end- | +| | | | | user claims to | +| | | | | have more | +| | | | | access than | +| | | | | allowed, or | +| | | | | needs | +| | | | | authorization, | +| | | | | refer the | +| | | | | customer to | +| | | | | their company | +| | | | | Premier | +| | | | | Administrator | +| | | | | to update their | +| | | | | Premier | +| | | | | permissions in | +| | | | | order to make | +| | | | | the change. | +| | | | | Definitions¶ | +| | | | | Logged In: | +| | | | | Customer is | +| | | | | logged into an | +| | | | | online | +| | | | | portal/app, at | +| | | | | least one data | +| | | | | variable passed | +| | | | | (specific to | +| | | | | the customer’s | +| | | | | account, such | +| | | | | as CTN, FAN, | +| | | | | Account Name, | +| | | | | or BAN), and an | +| | | | | Authentication | +| | | | | Page Marker | +| | | | | displays.¶ | +| | | | | Exception: If | +| | | | | the data | +| | | | | variables did | +| | | | | not pass and | +| | | | | the chat reads | +| | | | | Authenticated | +| | | | | TRUE after a | +| | | | | URL string, the | +| | | | | customer is | +| | | | | considered | +| | | | | logged in.¶ | +| | | | | Not Logged In: | +| | | | | Data variables | +| | | | | did not pass | +| | | | | and the | +| | | | | customer may | +| | | | | not be logged | +| | | | | into an online | +| | | | | portal/app, or | +| | | | | they may be | +| | | | | logged in, but | +| | | | | we are unable | +| | | | | to validate the | +| | | | | customer is | +| | | | | logged in per | +| | | | | the data | +| | | | | pass.Transfers: | +| | | | | Chat transfer.¶ | +| | | | | Logged In VID | +| | | | | Process Review | +| | | | | the data pass | +| | | | | variables:¶ | +| | | | | Not all | +| | | | | variables will | +| | | | | pass through.¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | provide:¶ | +| | | | | CTN:¶ In | +| | | | | Clarify, ensure | +| | | | | the correct CTN | +| | | | | is selected in | +| | | | | the Subscriber | +| | | | | List.¶ Their | +| | | | | full name:¶ | +| | | | | Check FaST to | +| | | | | determine if | +| | | | | the customer is | +| | | | | a FAN contact. | +| | | | | FAN contacts | +| | | | | must be listed | +| | | | | in FaST.Select | +| | | | | the appropriate | +| | | | | Customer Name | +| | | | | and Role in | +| | | | | Clarify.¶ | +| | | | | Account Name: | +| | | | | ¶ Confirm the | +| | | | | information | +| | | | | provided via | +| | | | | Clarify or | +| | | | | Telegence.¶ ¶ | +| | | | | All items | +| | | | | provided must | +| | | | | match the data | +| | | | | pass variables | +| | | | | provided. | +| | | | | Example: Data | +| | | | | pass variable | +| | | | | of account name | +| | | | | must match the | +| | | | | account name | +| | | | | provided by the | +| | | | | customer.¶ | +| | | | | IfThenAll | +| | | | | conditions are | +| | | | | met The | +| | | | | customer is | +| | | | | verified. Grant | +| | | | | the customer | +| | | | | access based on | +| | | | | their role as | +| | | | | outlined in | +| | | | | Caller Access | +| | | | | Levels.¶ In | +| | | | | Clarify, select | +| | | | | Externally | +| | | | | Verified.FAN | +| | | | | Password/PIN | +| | | | | changes, | +| | | | | creations, and | +| | | | | resets cannot | +| | | | | be completed | +| | | | | via eChat. If | +| | | | | the customer | +| | | | | requests this | +| | | | | transaction, | +| | | | | they need to | +| | | | | call into | +| | | | | Business | +| | | | | Customer | +| | | | | Service.¶ All | +| | | | | conditions are | +| | | | | not metContinue | +| | | | | to the next | +| | | | | step.¶ The | +| | | | | customer | +| | | | | requires manual | +| | | | | verification. | +| | | | | Ask the | +| | | | | customer to | +| | | | | provide:¶ | +| | | | | Wireless | +| | | | | Number: ◦If the | +| | | | | caller provides | +| | | | | the full BAN | +| | | | | instead of the | +| | | | | CTN, accept the | +| | | | | BAN, but ask | +| | | | | the caller | +| | | | | which CTN they | +| | | | | are calling | +| | | | | about.¶ For Ca | +| | | | | ncelled/Tentati | +| | | | | ve accounts | +| | | | | with no CTNs, | +| | | | | see Other | +| | | | | options allowed | +| | | | | instead of a | +| | | | | CTN to | +| | | | | determine an | +| | | | | alternative VID | +| | | | | element to the | +| | | | | CTN.In Clarify, | +| | | | | ensure the | +| | | | | correct CTN is | +| | | | | selected in the | +| | | | | Subscriber | +| | | | | List.¶ | +| | | | | Customer's Full | +| | | | | Name:¶ End- | +| | | | | Users: Review | +| | | | | the FAN | +| | | | | Profile/EUMC | +| | | | | Table/Clarify | +| | | | | notes before | +| | | | | assisting.FAN | +| | | | | Contacts: | +| | | | | Verification | +| | | | | information | +| | | | | should be | +| | | | | available in | +| | | | | Clarify. Lines | +| | | | | over 200 | +| | | | | contacts | +| | | | | require using | +| | | | | FaST.¶ Account | +| | | | | Name¶ ¶ | +| | | | | IfThenAll 3 | +| | | | | items are provi | +| | | | | dedContinue to | +| | | | | the next step. | +| | | | | All 3 items are | +| | | | | not provided | +| | | | | The customer is | +| | | | | Unverified. | +| | | | | Resolve the | +| | | | | customer's | +| | | | | issue with | +| | | | | self-service | +| | | | | navigational | +| | | | | support or | +| | | | | assist with the | +| | | | | transactions | +| | | | | listed in the | +| | | | | General Access | +| | | | | section of the | +| | | | | Caller Access | +| | | | | Levels.¶ Do | +| | | | | not make any | +| | | | | changes to the | +| | | | | customer's | +| | | | | username, | +| | | | | password, email | +| | | | | address, or | +| | | | | account.If the | +| | | | | customer | +| | | | | requires more | +| | | | | than just | +| | | | | navigational | +| | | | | support, advise | +| | | | | them to log | +| | | | | into their AT&T | +| | | | | portal, such as | +| | | | | Premier or the | +| | | | | myAT&T Business | +| | | | | App. If they do | +| | | | | not wish to log | +| | | | | into the AT&T | +| | | | | portal, they | +| | | | | will need to | +| | | | | call in for | +| | | | | support.Do not | +| | | | | manually VID | +| | | | | the customer.In | +| | | | | Clarify, select | +| | | | | Not Verified.¶ | +| | | | | Suggested | +| | | | | Verbiage:¶ ¶ | +| | | | | End-Users: | +| | | | | Account | +| | | | | security is | +| | | | | important to | +| | | | | AT&T. Because | +| | | | | your | +| | | | | information did | +| | | | | not validate | +| | | | | via chat I can | +| | | | | only assist you | +| | | | | with general | +| | | | | questions and | +| | | | | navigational | +| | | | | support. If you | +| | | | | need account | +| | | | | specific | +| | | | | assistance, | +| | | | | please contact | +| | | | | our Business | +| | | | | Customer | +| | | | | Service | +| | | | | representatives | +| | | | | for assistance. | +| | | | | You can reach | +| | | | | them at 800.331 | +| | | | | .0500.FAN | +| | | | | Contacts: | +| | | | | Account | +| | | | | security is | +| | | | | important to | +| | | | | AT&T. Because | +| | | | | your | +| | | | | information did | +| | | | | not validate | +| | | | | via chat I can | +| | | | | only assist you | +| | | | | with general | +| | | | | questions and | +| | | | | navigational | +| | | | | support. If you | +| | | | | need account | +| | | | | specific | +| | | | | assistance, | +| | | | | please contact | +| | | | | our Business | +| | | | | Customer | +| | | | | Service | +| | | | | representatives | +| | | | | for assistance. | +| | | | | You can reach | +| | | | | them at | +| | | | | 800.999.5445 | +| | | | | (Large | +| | | | | Business) or | +| | | | | 800.331.0500 | +| | | | | (Small | +| | | | | Business).¶ ¶ | +| | | | | CRU FAN Account | +| | | | | ¶ Verification | +| | | | | Criteria Box Di | +| | | | | splaysProcedure | +| | | | | s¶ End-User | +| | | | | PINFAN Contact | +| | | | | PIN¶ The | +| | | | | customer has | +| | | | | previously | +| | | | | established a | +| | | | | FAN | +| | | | | Contact/End- | +| | | | | User PIN and | +| | | | | must provide | +| | | | | the PIN as part | +| | | | | of the VID | +| | | | | process. Ask | +| | | | | the customer to | +| | | | | provide their | +| | | | | End-User PIN.¶ | +| | | | | Source: | +| | | | | Content: | +| | | | | order, if | +| | | | | needed.¶ 3¶ | +| | | | | Call the number | +| | | | | listed in the | +| | | | | online | +| | | | | directory.Ask | +| | | | | to verify the | +| | | | | order being | +| | | | | placed is | +| | | | | authorized: | +| | | | | This is [your | +| | | | | name] from | +| | | | | AT&T. To | +| | | | | protect the | +| | | | | privacy of | +| | | | | [company name], | +| | | | | I am calling to | +| | | | | verify an order | +| | | | | being placed by | +| | | | | [caller name] | +| | | | | for [number of | +| | | | | phones]. Can | +| | | | | you please | +| | | | | verify this is | +| | | | | an authorized | +| | | | | order and | +| | | | | [caller name] | +| | | | | is authorized | +| | | | | to place orders | +| | | | | for your | +| | | | | company?¶ | +| | | | | Authorized: | +| | | | | Continue to | +| | | | | step 5.No answe | +| | | | | r/voicemail: | +| | | | | Continue to | +| | | | | step 4.Not | +| | | | | authorized:¶ ¶ | +| | | | | ¶ Advise they | +| | | | | are not | +| | | | | authorized and | +| | | | | the order | +| | | | | cannot be | +| | | | | placed.Cancel | +| | | | | the order.¶ | +| | | | | 4If there is no | +| | | | | answer or if a | +| | | | | voicemail picks | +| | | | | up (do not | +| | | | | leave a | +| | | | | message) and | +| | | | | you cannot | +| | | | | verify the | +| | | | | caller works | +| | | | | for the | +| | | | | business:¶ | +| | | | | Bring the | +| | | | | caller back on | +| | | | | the line.Ask | +| | | | | them to verify | +| | | | | 2 of the | +| | | | | following items | +| | | | | from the | +| | | | | account:¶ | +| | | | | Billing Zip | +| | | | | codeCTN on the | +| | | | | accountAccount | +| | | | | number¶ If:¶ | +| | | | | Able to verify, | +| | | | | continue to | +| | | | | step 5.Unable | +| | | | | to verify:¶ | +| | | | | Cancel the | +| | | | | order and Tell | +| | | | | the customer: | +| | | | | Unfortunately, | +| | | | | if you cannot | +| | | | | verify 2 items, | +| | | | | I am unable to | +| | | | | place the | +| | | | | order. Please | +| | | | | contact your | +| | | | | account | +| | | | | representative | +| | | | | or visit an | +| | | | | AT&T Retail | +| | | | | location.¶ ¶ | +| | | | | ¶ 5¶ Place | +| | | | | the order. If | +| | | | | you still | +| | | | | suspect fraud, | +| | | | | submit a Fraud | +| | | | | > Equipment | +| | | | | Fraud Referral | +| | | | | clarify | +| | | | | case.Note the | +| | | | | account to | +| | | | | include which | +| | | | | method you used | +| | | | | to validate the | +| | | | | customer and | +| | | | | indicate you | +| | | | | submitted a | +| | | | | case.¶ ¶ ¶ ¶ | +| | | | | Consumer/SIG¶ | +| | | | | 1Ask the | +| | | | | customer to | +| | | | | hold so you can | +| | | | | verify some | +| | | | | information. | +| | | | | Never say you | +| | | | | suspect | +| | | | | fraud.2Look up | +| | | | | the business | +| | | | | name and TN in | +| | | | | the online | +| | | | | directory | +| | | | | services:¶ any | +| | | | | who.comwhitepag | +| | | | | es.comyellowboo | +| | | | | k.comyellowpage | +| | | | | s.com¶ ¶ | +| | | | | IfThenDirectory | +| | | | | tool finds a | +| | | | | match, and you | +| | | | | do not suspect | +| | | | | fraudContinue | +| | | | | to step | +| | | | | 4Directory tool | +| | | | | finds a match, | +| | | | | and you suspect | +| | | | | fraudContinue | +| | | | | to step | +| | | | | 3Directory tool | +| | | | | does not match | +| | | | | exactlyContinue | +| | | | | to step 3¶ 3¶ | +| | | | | Call the number | +| | | | | listed in the | +| | | | | online | +| | | | | directory.Ask | +| | | | | to verify the | +| | | | | order being | +| | | | | placed is | +| | | | | authorized: | +| | | | | This is [your | +| | | | | name] from | +| | | | | AT&T. To | +| | | | | protect the | +| | | | | privacy of | +| | | | | [company name], | +| | | | | I am calling to | +| | | | | verify an order | +| | | | | being placed by | +| | | | | [caller name] | +| | | | | for [number of | +| | | | | phones]. Can | +| | | | | you please | +| | | | | verify this is | +| | | | | an authorized | +| | | | | order and | +| | | | | [caller name] | +| | | | | is authorized | +| | | | | to place orders | +| | | | | for your | +| | | | | company?¶ | +| | | | | Authorized: | +| | | | | Continue to | +| | | | | step 4.Not | +| | | | | authorized:¶ ¶ | +| | | | | ¶ Advise they | +| | | | | are not | +| | | | | authorized and | +| | | | | the order | +| | | | | cannot be | +| | | | | placed.Cancel | +| | | | | the order.¶ 4¶ | +| | | | | Place the | +| | | | | order. If you | +| | | | | still suspect | +| | | | | fraud, submit a | +| | | | | Fraud > | +| | | | | Equipment Fraud | +| | | | | Referral | +| | | | | clarify | +| | | | | case.Note the | +| | | | | account to | +| | | | | include which | +| | | | | method you used | +| | | | | to validate the | +| | | | | customer and | +| | | | | indicate you | +| | | | | submitted a | +| | | | | case. Include | +| | | | | any red flags | +| | | | | or other | +| | | | | suspicious | +| | | | | behaviors that | +| | | | | were observed.¶ | +| | | | | ¶ ¶ Back To | +| | | | | Top Locate | +| | | | | Fraud Notes ¶ | +| | | | | Review FaST hot | +| | | | | notes and | +| | | | | general notes | +| | | | | section:¶ The | +| | | | | following | +| | | | | statement | +| | | | | appears on FANs | +| | | | | with repeat | +| | | | | fraud activity: | +| | | | | [Date note is | +| | | | | applied] - | +| | | | | Fraudulent | +| | | | | attempts have | +| | | | | been made on | +| | | | | this FAN. Read | +| | | | | all BAN notes | +| | | | | and directions | +| | | | | in the profile, | +| | | | | and follow the | +| | | | | Fraud Call Out | +| | | | | Policy in order | +| | | | | to protect the | +| | | | | customer's | +| | | | | account - | +| | | | | FRAUD.¶ Use | +| | | | | Clarify to note | +| | | | | accounts. On | +| | | | | the Important | +| | | | | Information | +| | | | | screen, view | +| | | | | Flash Messages | +| | | | | for notes | +| | | | | before | +| | | | | proceeding with | +| | | | | any action: | +| | | | | Example: | +| | | | | Suspected Fraud | +| | | | | - transfer to | +| | | | | the Fraud | +| | | | | Group.¶ | +| | | | | Clarify notes | +| | | | | map to the | +| | | | | billing systems | +| | | | | at the account | +| | | | | level, not the | +| | | | | mobile level.¶ | +| | | | | ¶ ¶ ¶ View | +| | | | | notes in the | +| | | | | biller when | +| | | | | Clarify is | +| | | | | unavailable.¶ | +| | | | | Look for | +| | | | | Special Instruc | +| | | | | tions/Priority | +| | | | | Notes in the | +| | | | | biller. TLG | +| | | | | special | +| | | | | instruction:¶ | +| | | | | Open the | +| | | | | BAN.Click the | +| | | | | SP Instruct box | +| | | | | and review the | +| | | | | notes.¶ In | +| | | | | TLG, retrieve | +| | | | | the account and | +| | | | | review the | +| | | | | general notes. | +| | | | | Then sort the | +| | | | | notes to see | +| | | | | those specific | +| | | | | to fraud:¶ | +| | | | | Click the Open | +| | | | | icon.In the | +| | | | | Level box, | +| | | | | select | +| | | | | All.Enter GEN | +| | | | | for the | +| | | | | Category and | +| | | | | FRUD for the | +| | | | | type.Click OK. | +| | | | | Fraud notes | +| | | | | display.¶ ¶ | +| | | | | Back To Top | +| | | | | Social | +| | | | | Engineering ¶ | +| | | | | Complete the | +| | | | | order.Call | +| | | | | Asset | +| | | | | Protection at | +| | | | | 1.800.807.4205 | +| | | | | to report | +| | | | | suspicious | +| | | | | behavior and | +| | | | | order informati | +| | | | | on.Provide:¶ | +| | | | | Name and | +| | | | | ATTUIDHow | +| | | | | caller | +| | | | | identified them | +| | | | | selvesAccount | +| | | | | name, CTN, and | +| | | | | account | +| | | | | numberRequest | +| | | | | made by | +| | | | | callerWhether | +| | | | | or not the | +| | | | | caller | +| | | | | completed | +| | | | | VIDInformation | +| | | | | given to the | +| | | | | callerSocial | +| | | | | engineering | +| | | | | behaviorDay and | +| | | | | time Source: | ++----+--------------+----------------+----------------+-------------------+ +| 5 | [] | PIN failed | I'm sorry to | Content: | +| | | | hear that. | Account | +| | | | Can you | security - it's | +| | | | please | all about the | +| | | | provide more | PIN PIN is:  | +| | | | context or | Secure and not | +| | | | information | visible to | +| | | | about the | anyone, or in | +| | | | issue? | any system. | +| | | | | Individually | +| | | | | assigned and | +| | | | | applied to all | +| | | | | authorized | +| | | | | BANs. Easily | +| | | | | reset. | +| | | | | Provides 24/7 | +| | | | | access via the | +| | | | | IVR. | +| | | | | Simplified VID | +| | | | | process. | +| | | | | Here's How it | +| | | | | Works | PIN | +| | | | | Creation / | +| | | | | Change | PIN | +| | | | | Reset PIN / | +| | | | | FAN Contact | +| | | | | Name Mismatch | | +| | | | | Forgot PIN | +| | | | | Scenarios | | +| | | | | Error Messages | +| | | | | What I Need to | +| | | | | Know All | +| | | | | customers must | +| | | | | create an IVR | +| | | | | PIN that is | +| | | | | used to verify | +| | | | | their account. | +| | | | | CRU customers | +| | | | | have 2 types of | +| | | | | PINs: FAN | +| | | | | Contact PIN: | +| | | | | Used by company | +| | | | | contacts listed | +| | | | | in ROME/FaST. | +| | | | | End-User PIN: | +| | | | | Used with each | +| | | | | CTN. | +| | | | | Create and | +| | | | | reset PINs | +| | | | | during the VID | +| | | | | process. Only | +| | | | | reset/create a | +| | | | | PIN in FaST | +| | | | | when directed | +| | | | | to do so in | +| | | | | policy. | +| | | | | See Account | +| | | | | Verification | +| | | | | Process - BCSS. | +| | | | | Back to Top | +| | | | | Here's How it | +| | | | | Works End-User | +| | | | | PIN FAN | +| | | | | Contact PIN | +| | | | | AT&T maintains | +| | | | | the end-user | +| | | | | PIN for | +| | | | | customers who | +| | | | | have not | +| | | | | successfully | +| | | | | created or | +| | | | | reset their | +| | | | | PIN. PINs are | +| | | | | created/reset | +| | | | | with a | +| | | | | representative | +| | | | | or through the | +| | | | | IVR. To | +| | | | | reset a PIN in | +| | | | | the IVR, the | +| | | | | customer must | +| | | | | request a | +| | | | | secured option, | +| | | | | such as make a | +| | | | | payment. | +| | | | | Non-FAN CRU | +| | | | | customers who | +| | | | | established an | +| | | | | End-User PIN | +| | | | | prior to July | +| | | | | 31, 2017, | +| | | | | continue to use | +| | | | | their PIN to | +| | | | | verify. PINs | +| | | | | must be created | +| | | | | via the 611 | +| | | | | IVR. PINs | +| | | | | must be between | +| | | | | 4-8 digits, | +| | | | | non-sequential, | +| | | | | and cannot | +| | | | | contain a | +| | | | | subset of the | +| | | | | CTN or ZIP | +| | | | | code. Clarify | +| | | | | screen pop | +| | | | | displays Not | +| | | | | Available. | +| | | | | PINs cannot be | +| | | | | created or | +| | | | | reset through | +| | | | | the IVR. Valid | +| | | | | email address | +| | | | | is required. | +| | | | | Each FAN | +| | | | | Contact must | +| | | | | have their own | +| | | | | unique PIN. | +| | | | | PINs must be | +| | | | | between 5-7 | +| | | | | digits, non- | +| | | | | consecutive and | +| | | | | non-repeating. | +| | | | | Clarify FAN | +| | | | | Contact Screen | +| | | | | Pop provides | +| | | | | the name | +| | | | | associated with | +| | | | | the PIN. | +| | | | | FAN Contact | +| | | | | Screen Pop | +| | | | | Sales Support | +| | | | | Screen Pop | +| | | | | Clarify | +| | | | | presents a pop- | +| | | | | up box that | +| | | | | displays: | +| | | | | PIN | +| | | | | Authentication | +| | | | | Status Contact | +| | | | | Name | +| | | | | (associated to | +| | | | | the FAN Contact | +| | | | | PIN entered) | +| | | | | FAN Name FAN | +| | | | | Number IVR | +| | | | | Call | +| | | | | Disposition | +| | | | | Click OK on the | +| | | | | pop-up box, the | +| | | | | Verify Caller | +| | | | | screen | +| | | | | displays, which | +| | | | | includes the | +| | | | | IVR Verify/Sele | +| | | | | ction | +| | | | | Information | +| | | | | section. This | +| | | | | section auto- | +| | | | | populates | +| | | | | information | +| | | | | received from | +| | | | | the IVR for the | +| | | | | following | +| | | | | fields: | +| | | | | Status: | +| | | | | Displays the | +| | | | | status options | +| | | | | of Pass-FAN | +| | | | | Contact PIN or | +| | | | | Fail. Contact | +| | | | | Name: Displays | +| | | | | the name when | +| | | | | the customer | +| | | | | enters a PIN. | +| | | | | Call Reason: | +| | | | | Displays the | +| | | | | reason for the | +| | | | | call when the | +| | | | | customer | +| | | | | selects an | +| | | | | option from the | +| | | | | IVR menu. | +| | | | | When the voice | +| | | | | queue receives | +| | | | | a call from a | +| | | | | member of the | +| | | | | Account Team, | +| | | | | the FAN Contact | +| | | | | Screen Pop | +| | | | | displays the | +| | | | | following | +| | | | | fields: | +| | | | | Contact Name: | +| | | | | Sales Represent | +| | | | | ative/Employee | +| | | | | Name IVR Call | +| | | | | Disposition: | +| | | | | Sales Support | +| | | | | Call Back to | +| | | | | Top PIN | +| | | | | Creation / PIN | +| | | | | Change Launch | +| | | | | the Account | +| | | | | Security screen | +| | | | | by clicking the | +| | | | | Account | +| | | | | Security link, | +| | | | | located in the | +| | | | | Quick Actions | +| | | | | section. Heads | +| | | | | up: The Account | +| | | | | Number (BAN) | +| | | | | field greys out | +| | | | | when the | +| | | | | customer has | +| | | | | successfully | +| | | | | completed VID. | +| | | | | Send a One-Time | +| | | | | PIN to the | +| | | | | customer. To | +| | | | | send via email, | +| | | | | select Email to | +| | | | | > Send PIN. | +| | | | | Email address | +| | | | | must be on file | +| | | | | for 30 days. | +| | | | | To send via | +| | | | | text message, | +| | | | | select SMS to > | +| | | | | enter/select | +| | | | | the CTN > Send | +| | | | | PIN. | +| | | | | Customer has 2 | +| | | | | attempts to | +| | | | | pass the | +| | | | | validation; | +| | | | | each time, | +| | | | | create a new | +| | | | | PIN. If | +| | | | | Then An | +| | | | | incorrect email | +| | | | | address is on | +| | | | | file Send | +| | | | | the One-Time | +| | | | | PIN via SMS to | +| | | | | an eligible CTN | +| | | | | on the BAN. | +| | | | | Once the PIN | +| | | | | creation | +| | | | | process is | +| | | | | complete, | +| | | | | contact SSO to | +| | | | | correct the | +| | | | | email address. | +| | | | | If the customer | +| | | | | does not have | +| | | | | an eligible CTN | +| | | | | on the BAN, the | +| | | | | PIN cannot be | +| | | | | created during | +| | | | | this | +| | | | | interaction. | +| | | | | Contact SSO to | +| | | | | correct the | +| | | | | email address. | +| | | | | Set | +| | | | | expectations | +| | | | | that the | +| | | | | customer | +| | | | | Source: | +| | | | | Content: | +| | | | | Enter the PIN | +| | | | | the caller | +| | | | | provides into | +| | | | | the Caller | +| | | | | Response | +| | | | | field.Select | +| | | | | Validate.¶ The | +| | | | | customer has 3 | +| | | | | attempts to | +| | | | | provide the | +| | | | | correct PIN. Do | +| | | | | not attempt:¶ | +| | | | | A PIN reset.To | +| | | | | verify the | +| | | | | customer using | +| | | | | the Forgot PIN | +| | | | | scenarios.¶ ¶ | +| | | | | If the PIN isTh | +| | | | | enValidatedThe | +| | | | | customer is | +| | | | | verified. Grant | +| | | | | the customer | +| | | | | access based on | +| | | | | their role as | +| | | | | outlined in | +| | | | | Caller Access | +| | | | | Levels.¶ In | +| | | | | Clarify, select | +| | | | | Externally | +| | | | | Verified.BAN | +| | | | | Password/PIN | +| | | | | changes, | +| | | | | creations, and | +| | | | | resets cannot | +| | | | | be completed | +| | | | | via eChat. If | +| | | | | the customer | +| | | | | requests this | +| | | | | transaction, | +| | | | | they need to | +| | | | | call into | +| | | | | Business | +| | | | | Customer | +| | | | | Service.¶ Not | +| | | | | validatedThe | +| | | | | customer is | +| | | | | Unverified. | +| | | | | Resolve the | +| | | | | customer's | +| | | | | issue with | +| | | | | self-service | +| | | | | navigational | +| | | | | support or | +| | | | | assist with the | +| | | | | transactions | +| | | | | listed in the | +| | | | | General Access | +| | | | | section of the | +| | | | | Caller Access | +| | | | | Levels - CRU | +| | | | | Mobility .¶ Do | +| | | | | not make any | +| | | | | changes to the | +| | | | | customer's | +| | | | | username, | +| | | | | password, email | +| | | | | address, or | +| | | | | account.If the | +| | | | | customer | +| | | | | requires more | +| | | | | than just | +| | | | | navigational | +| | | | | support, advise | +| | | | | them to log | +| | | | | into their AT&T | +| | | | | portal, such as | +| | | | | Premier or the | +| | | | | myAT&T Business | +| | | | | App. If they do | +| | | | | not wish to log | +| | | | | into the AT&T | +| | | | | portal, they | +| | | | | will need to | +| | | | | call in for | +| | | | | support.Do not | +| | | | | manually VID | +| | | | | the customer.In | +| | | | | Clarify, select | +| | | | | Not Verified.¶ | +| | | | | Suggested | +| | | | | Verbiage:¶ ¶ | +| | | | | End-Users: | +| | | | | Account | +| | | | | security is | +| | | | | important to | +| | | | | AT&T. Because | +| | | | | your | +| | | | | information did | +| | | | | not validate | +| | | | | via chat I can | +| | | | | only assist you | +| | | | | with general | +| | | | | questions and | +| | | | | navigational | +| | | | | support. If you | +| | | | | need account | +| | | | | specific | +| | | | | assistance, | +| | | | | please contact | +| | | | | our Business | +| | | | | Customer | +| | | | | Service | +| | | | | representatives | +| | | | | for assistance. | +| | | | | You can reach | +| | | | | them at 800.331 | +| | | | | .0500.FAN | +| | | | | Contacts: | +| | | | | Account | +| | | | | security is | +| | | | | important to | +| | | | | AT&T. Because | +| | | | | your | +| | | | | information did | +| | | | | not validate | +| | | | | via chat I can | +| | | | | only assist you | +| | | | | with general | +| | | | | questions and | +| | | | | navigational | +| | | | | support. If you | +| | | | | need account | +| | | | | specific | +| | | | | assistance, | +| | | | | please contact | +| | | | | our Business | +| | | | | Customer | +| | | | | Service | +| | | | | representatives | +| | | | | for assistance. | +| | | | | You can reach | +| | | | | them at | +| | | | | 800.999.5445 | +| | | | | (Large | +| | | | | Business) or | +| | | | | 800.331.0500 | +| | | | | (Small | +| | | | | Business).¶ ¶ | +| | | | | ¶ FAN Password | +| | | | | & End-User | +| | | | | PINFAN Password | +| | | | | & FAN Contact | +| | | | | PIN¶ Enhanced | +| | | | | Security The | +| | | | | customer's | +| | | | | employer has | +| | | | | enabled | +| | | | | Enhanced | +| | | | | Security as | +| | | | | part of the | +| | | | | verification | +| | | | | process. All | +| | | | | customers must | +| | | | | provide both | +| | | | | the FAN | +| | | | | Password and | +| | | | | FAN | +| | | | | Contact/End- | +| | | | | User PIN. | +| | | | | Accounts with | +| | | | | Enhanced | +| | | | | Security do not | +| | | | | qualify for the | +| | | | | alternative | +| | | | | verification | +| | | | | process used in | +| | | | | the Forgot PIN | +| | | | | Scenarios.¶ | +| | | | | Ask the caller | +| | | | | to provide the | +| | | | | FAN Password | +| | | | | and FAN | +| | | | | Contact/End- | +| | | | | User PIN.Enter | +| | | | | the customer's | +| | | | | response in the | +| | | | | Caller Response | +| | | | | field of | +| | | | | Clarify.¶ The | +| | | | | caller has 3 | +| | | | | attempts to | +| | | | | provide the | +| | | | | correct FAN | +| | | | | password and | +| | | | | PIN.¶ Enter | +| | | | | the FAN | +| | | | | Password and | +| | | | | FAN Contact PIN | +| | | | | the caller | +| | | | | provides into | +| | | | | the Caller | +| | | | | Response | +| | | | | field.Select | +| | | | | Validate.¶ ¶ | +| | | | | If the Customer | +| | | | | ThenCorrectly | +| | | | | verified both | +| | | | | itemsThe | +| | | | | customer is | +| | | | | verified. Grant | +| | | | | the customer | +| | | | | access based on | +| | | | | their role as | +| | | | | outlined in | +| | | | | Caller Access | +| | | | | Levels - CRU | +| | | | | Mobility.¶ In | +| | | | | Clarify, select | +| | | | | Externally | +| | | | | Verified.BAN | +| | | | | Password/PIN | +| | | | | changes, | +| | | | | creations, and | +| | | | | resets cannot | +| | | | | be completed | +| | | | | via eChat. If | +| | | | | the customer | +| | | | | requests this | +| | | | | transaction, | +| | | | | they need to | +| | | | | call into | +| | | | | Business | +| | | | | Customer | +| | | | | Service.¶ | +| | | | | Cannot verify | +| | | | | FAN PasswordThe | +| | | | | customer is | +| | | | | Unverified. | +| | | | | Resolve the | +| | | | | customer's | +| | | | | issue with | +| | | | | self-service | +| | | | | navigational | +| | | | | support or | +| | | | | assist with the | +| | | | | transactions | +| | | | | listed in the | +| | | | | General Access | +| | | | | section of the | +| | | | | Caller Access | +| | | | | Levels - CRU | +| | | | | Mobility .¶ Do | +| | | | | not make any | +| | | | | changes to the | +| | | | | customer's | +| | | | | username, | +| | | | | password, email | +| | | | | address, or | +| | | | | account.If the | +| | | | | customer | +| | | | | requires more | +| | | | | than just | +| | | | | navigational | +| | | | | support, advise | +| | | | | them to log | +| | | | | into their AT&T | +| | | | | portal, such as | +| | | | | Premier or the | +| | | | | myAT&T Business | +| | | | | App. If they do | +| | | | | not wish to log | +| | | | | into the AT&T | +| | | | | portal, they | +| | | | | will need to | +| | | | | call in for | +| | | | | support.Do not | +| | | | | manually VID | +| | | | | the customer.In | +| | | | | Clarify, select | +| | | | | Not Verified.¶ | +| | | | | Suggested | +| | | | | Verbiage:¶ ¶ | +| | | | | End-Users: | +| | | | | Account | +| | | | | security is | +| | | | | important to | +| | | | | AT&T. Because | +| | | | | your | +| | | | | information did | +| | | | | not validate | +| | | | | via chat I can | +| | | | | only assist you | +| | | | | with general | +| | | | | questions and | +| | | | | navigational | +| | | | | support. If you | +| | | | | need account | +| | | | | specific | +| | | | | assistance, | +| | | | | please contact | +| | | | | our Business | +| | | | | Customer | +| | | | | Service | +| | | | | representatives | +| | | | | for assistance. | +| | | | | You can reach | +| | | | | them at 800.331 | +| | | | | .0500.FAN | +| | | | | Contacts: | +| | | | | Account | +| | | | | security is | +| | | | | important to | +| | | | | AT&T. Because | +| | | | | your | +| | | | | information did | +| | | | | not validate | +| | | | | via chat I can | +| | | | | only assist you | +| | | | | with general | +| | | | | questions and | +| | | | | navigational | +| | | | | support. If you | +| | | | | need account | +| | | | | specific | +| | | | | assistance, | +| | | | | please contact | +| | | | | our Business | +| | | | | Customer | +| | | | | Service | +| | | | | representatives | +| | | | | for assistance. | +| | | | | You can reach | +| | | | | them at | +| | | | | 800.999.5445 | +| | | | | (Large | +| | | | | Business) or | +| | | | | 800.331.0500 | +| | | | | (Small | +| | | | | Business).¶ | +| | | | | Correctly | +| | | | | verified FAN | +| | | | | Password but | +| | | | | not FAN Contact | +| | | | | / End-User PIN¶ | +| | | | | Non-PIN VID | +| | | | | Options (FAN | +| | | | | Password, | +| | | | | Account Number, | +| | | | | IMEI, ICC | +| | | | | Source: | +| | | | | Content: enter | +| | | | | the PIN again. | +| | | | | PIN values must | +| | | | | be 5-7 | +| | | | | numerical | +| | | | | digits, cannot | +| | | | | be sequential | +| | | | | (1234) or | +| | | | | identical | +| | | | | (11111). Ask | +| | | | | the customer to | +| | | | | establish a PIN | +| | | | | within the | +| | | | | provided | +| | | | | requirements. | +| | | | | The selected | +| | | | | PIN is not | +| | | | | available. | +| | | | | Please enter a | +| | | | | different PIN | +| | | | | value and | +| | | | | resubmit. Ask | +| | | | | the customer to | +| | | | | provide a | +| | | | | different PIN. | +| | | | | This PIN value | +| | | | | cannot be | +| | | | | updated because | +| | | | | this customer | +| | | | | has an | +| | | | | Agreement in | +| | | | | 'Pending | +| | | | | Agreement | +| | | | | Acceptance'. | +| | | | | Update can only | +| | | | | be sent from | +| | | | | ROME on Agreeme | +| | | | | nts/Contacts by | +| | | | | clicking the | +| | | | | Send Contract | +| | | | | Info button. | +| | | | | Follow the | +| | | | | steps outlined | +| | | | | in PIN AMB | +| | | | | Agreement | +| | | | | Acceptance | +| | | | | Process - BMC. | +| | | | | Due to missing | +| | | | | external data, | +| | | | | Account | +| | | | | Security screen | +| | | | | cannot be | +| | | | | opened. An | +| | | | | incorrect role | +| | | | | was selected on | +| | | | | the Clarify | +| | | | | Verification | +| | | | | screen. When | +| | | | | creating/resett | +| | | | | ing FAN Contact | +| | | | | PINs, select | +| | | | | their Name/Role | +| | | | | from the Caller | +| | | | | List. When cre | +| | | | | ating/resetting | +| | | | | End-User PINs, | +| | | | | select Other > | +| | | | | Mobile User/End | +| | | | | User. FAN | +| | | | | Contact PIN | +| | | | | update is not | +| | | | | available due | +| | | | | to invalid | +| | | | | email address | +| | | | | listed for the | +| | | | | FAN Contact in | +| | | | | ROME. The | +| | | | | final step of | +| | | | | the PIN reset | +| | | | | cannot be | +| | | | | completed | +| | | | | because: The | +| | | | | email address | +| | | | | has a typo the | +| | | | | email address | +| | | | | has an | +| | | | | incorrect | +| | | | | domain | +| | | | | Resolution: | +| | | | | Contact SSO via | +| | | | | Chat to correct | +| | | | | the email | +| | | | | address. Once | +| | | | | SSO confirms | +| | | | | the email | +| | | | | address has | +| | | | | been updated, | +| | | | | save the new | +| | | | | PIN. Back to | +| | | | | Top Source: | +| | | | | Content: Reset | +| | | | | via the 611 IVR | +| | | | | from their | +| | | | | mobile device. | +| | | | | Complete all | +| | | | | steps of a PIN | +| | | | | Reset next time | +| | | | | they call. | +| | | | | Customer is | +| | | | | verified. | +| | | | | Heads up: Never | +| | | | | attempt a PIN | +| | | | | reset for | +| | | | | customer's | +| | | | | verified via | +| | | | | this process. | +| | | | | Final step of | +| | | | | the PIN reset | +| | | | | cannot be | +| | | | | completed | +| | | | | because: | +| | | | | Email address | +| | | | | has a typo | +| | | | | Email address | +| | | | | has an | +| | | | | incorrect | +| | | | | domain Contact | +| | | | | SSO via Chat to | +| | | | | correct the | +| | | | | email address. | +| | | | | Save the new | +| | | | | PIN. Customer | +| | | | | is verified. | +| | | | | Generic Help | +| | | | | Desk contact is | +| | | | | set up with a | +| | | | | PIN Exit the | +| | | | | Account | +| | | | | Security screen | +| | | | | and return to | +| | | | | the Verify | +| | | | | Callers screen. | +| | | | | Select Other on | +| | | | | the Caller | +| | | | | List. Choose | +| | | | | Help Desk from | +| | | | | the drop-down | +| | | | | list. Enter | +| | | | | the customer's | +| | | | | first and last | +| | | | | name in the | +| | | | | field to the | +| | | | | right. Verify | +| | | | | the customer | +| | | | | via one of the | +| | | | | Verification | +| | | | | Criteria | +| | | | | options: | +| | | | | Help Desk | +| | | | | Password: | +| | | | | When present, | +| | | | | the Help Desk | +| | | | | Password must | +| | | | | be provided. | +| | | | | Last 4-digits | +| | | | | of the IMEI | +| | | | | Last 4-digits | +| | | | | of the ICCID | +| | | | | Last 4-digits | +| | | | | of the BAN | +| | | | | Customer is | +| | | | | verified. | +| | | | | Heads up: Do | +| | | | | not attempt a | +| | | | | PIN reset for | +| | | | | customer's | +| | | | | verified via | +| | | | | this process. | +| | | | | Cancelled/Tenta | +| | | | | tive account | +| | | | | and: Email | +| | | | | address is | +| | | | | incorrect No | +| | | | | active CTN's to | +| | | | | receive the | +| | | | | One-Time PIN | +| | | | | via SMS Exit | +| | | | | the Account | +| | | | | Security screen | +| | | | | and return to | +| | | | | the Verify | +| | | | | Callers screen. | +| | | | | Select Other on | +| | | | | the Caller | +| | | | | List. Choose C | +| | | | | ancelled/Tentat | +| | | | | ive BAN AOP or | +| | | | | Cancelled/Tenta | +| | | | | tive BAN End | +| | | | | User from the | +| | | | | drop-down list. | +| | | | | Enter the | +| | | | | customer's | +| | | | | first and last | +| | | | | name into the | +| | | | | field to the | +| | | | | right. | +| | | | | Customer must | +| | | | | provide the | +| | | | | full BAN. If | +| | | | | the customer | +| | | | | does not know | +| | | | | the tentative | +| | | | | account number, | +| | | | | they may still | +| | | | | pass VID using | +| | | | | the full Tax | +| | | | | ID/FAN number | +| | | | | or the | +| | | | | account/company | +| | | | | name. Obtain | +| | | | | the full Tax ID | +| | | | | number, but | +| | | | | consider the | +| | | | | Tax ID number | +| | | | | verified if | +| | | | | only the last | +| | | | | 4-digits match | +| | | | | what is visible | +| | | | | on the account. | +| | | | | Customer is | +| | | | | verified. | +| | | | | Heads up: Do | +| | | | | not attempt a | +| | | | | PIN reset for | +| | | | | customer's | +| | | | | verified via | +| | | | | this process. | +| | | | | Back to Top | +| | | | | Error Messages | +| | | | | Clarify Message | +| | | | | Reason/Recommen | +| | | | | dation The | +| | | | | subscriber | +| | | | | entered is not | +| | | | | eligible for a | +| | | | | one-time PIN. | +| | | | | The One-Time | +| | | | | PIN cannot be | +| | | | | sent to the CTN | +| | | | | because: The | +| | | | | CTN is located | +| | | | | outside of the | +| | | | | U.S. A SIM | +| | | | | Swap occurred | +| | | | | in the past 48 | +| | | | | hours. An IMEI | +| | | | | mismatch | +| | | | | exists. | +| | | | | Validate the | +| | | | | IMEI and | +| | | | | process any | +| | | | | necessary | +| | | | | updates. The | +| | | | | account has | +| | | | | exceeded the | +| | | | | number of | +| | | | | allowable PINs. | +| | | | | No new PIN was | +| | | | | generated. PINs | +| | | | | that have | +| | | | | already been | +| | | | | sent may still | +| | | | | be validated. | +| | | | | The maximum | +| | | | | number of PINs | +| | | | | (10) that can | +| | | | | generate in a | +| | | | | 24-hour period | +| | | | | has been | +| | | | | reached: The | +| | | | | PINs have not | +| | | | | expired and can | +| | | | | still be | +| | | | | validated. | +| | | | | Attempt to | +| | | | | validate an | +| | | | | existing PIN | +| | | | | already sent to | +| | | | | the customer. | +| | | | | The account has | +| | | | | been locked | +| | | | | because PIN | +| | | | | Validation has | +| | | | | exceeded the | +| | | | | attempt | +| | | | | threshold | +| | | | | within the last | +| | | | | 24 hours. | +| | | | | Please click Ok | +| | | | | to close the | +| | | | | Account | +| | | | | Security | +| | | | | screen. | +| | | | | Entering a | +| | | | | temporary PIN | +| | | | | incorrectly 5 | +| | | | | times locks the | +| | | | | account for 24 | +| | | | | hours. During | +| | | | | the locked | +| | | | | period, the | +| | | | | customer may | +| | | | | visit a Retail | +| | | | | location for | +| | | | | assistance. | +| | | | | The account has | +| | | | | been locked | +| | | | | because PIN | +| | | | | Validation has | +| | | | | exceeded the | +| | | | | attempt | +| | | | | threshold | +| | | | | within the last | +| | | | | 24 hours. | +| | | | | Please click Ok | +| | | | | to close the | +| | | | | Account | +| | | | | Security screen | +| | | | | Pop up for | +| | | | | displaying that | +| | | | | both SMS and | +| | | | | email were not | +| | | | | retrieved for | +| | | | | the account. | +| | | | | No active | +| | | | | subscribers or | +| | | | | email address | +| | | | | have been | +| | | | | identified on | +| | | | | this account. | +| | | | | PIN Validation | +| | | | | cannot be | +| | | | | completed. | +| | | | | Please click Ok | +| | | | | to close the | +| | | | | Account | +| | | | | Security | +| | | | | screen. No | +| | | | | active | +| | | | | subscribers or | +| | | | | email address | +| | | | | have been | +| | | | | identified on | +| | | | | this account. | +| | | | | PIN Validation | +| | | | | cannot be | +| | | | | completed. Pop | +| | | | | up for | +| | | | | displaying that | +| | | | | both SMS and | +| | | | | email were not | +| | | | | retrieved for | +| | | | | the account. | +| | | | | Failed to | +| | | | | deliver PIN to | +| | | | | customer. | +| | | | | Please retry or | +| | | | | use alternate | +| | | | | delivery method | +| | | | | to send PIN. | +| | | | | Attempt to send | +| | | | | the PIN to the | +| | | | | customer via an | +| | | | | alternate | +| | | | | method (SMS or | +| | | | | email). The | +| | | | | account has | +| | | | | been locked | +| | | | | because PIN | +| | | | | Validation has | +| | | | | exceeded the | +| | | | | attempt | +| | | | | threshold | +| | | | | within the last | +| | | | | 24 hours. | +| | | | | Passcode update | +| | | | | cannot be | +| | | | | completed. | +| | | | | Entering a | +| | | | | temporary PIN | +| | | | | incorrectly 5 | +| | | | | times locks the | +| | | | | account for 24 | +| | | | | hours. During | +| | | | | the locked | +| | | | | period, the | +| | | | | customer may | +| | | | | visit a Retail | +| | | | | location for | +| | | | | assistance. | +| | | | | FAN Contact PIN | +| | | | | update is not | +| | | | | available due | +| | | | | to internal | +| | | | | error. This | +| | | | | message appears | +| | | | | when there is a | +| | | | | time out. | +| | | | | Attempt to | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: FAN | +| | | | | Contacts & | +| | | | | Account Holder | +| | | | | (Non-FAN CRU) | +| | | | | | End-User | +| | | | | (FAN/Non-FAN) | +| | | | | | Online Social | +| | | | | Media | FAQ | +| | | | | This policy | +| | | | | identifies what | +| | | | | customer | +| | | | | information | +| | | | | requires | +| | | | | special | +| | | | | treatment and | +| | | | | how AT&T | +| | | | | collects, | +| | | | | stores, and | +| | | | | transmits such | +| | | | | information. | +| | | | | Adhere to all | +| | | | | VID requirement | +| | | | | s before | +| | | | | disclosing any | +| | | | | information. | +| | | | | Internal | +| | | | | centers only: | +| | | | | Not complying | +| | | | | with this | +| | | | | policy is a | +| | | | | violation of | +| | | | | the Code of | +| | | | | Business | +| | | | | Conduct (COBC). | +| | | | | PII vs SPI | +| | | | | Personal | +| | | | | Identifiable | +| | | | | Information | +| | | | | (PII): Any | +| | | | | information | +| | | | | that identifies | +| | | | | the customer, | +| | | | | or can be | +| | | | | linked to the | +| | | | | customer. | +| | | | | Customer PII, | +| | | | | if compromised, | +| | | | | could lead to | +| | | | | identity theft. | +| | | | | Sensitive | +| | | | | Personal | +| | | | | Information | +| | | | | (SPI): Any | +| | | | | customer | +| | | | | information | +| | | | | which is a | +| | | | | subset of PII | +| | | | | that requires a | +| | | | | higher degree | +| | | | | of protection | +| | | | | by law. If this | +| | | | | information is | +| | | | | made public, it | +| | | | | could expose | +| | | | | the customer to | +| | | | | a risk, | +| | | | | including fraud | +| | | | | or identity | +| | | | | theft. Do’s | +| | | | | Ensure | +| | | | | documents | +| | | | | containing | +| | | | | customer | +| | | | | SPI/PII are | +| | | | | shredded or | +| | | | | erased, in the | +| | | | | case of | +| | | | | computer media, | +| | | | | prior to | +| | | | | disposal. | +| | | | | All non- | +| | | | | electronic | +| | | | | documents | +| | | | | containing | +| | | | | customer | +| | | | | SPI/PII must be | +| | | | | shredded by | +| | | | | approved | +| | | | | vendors or | +| | | | | disposed in | +| | | | | secure | +| | | | | shredding bins. | +| | | | | In the case of | +| | | | | computer files, | +| | | | | this includes | +| | | | | Notepad, | +| | | | | Metapad, | +| | | | | Microsoft Word, | +| | | | | or Excel. SPI | +| | | | | is deleted upon | +| | | | | the completion | +| | | | | of each | +| | | | | transaction. | +| | | | | Enter whatever | +| | | | | SPI/PII | +| | | | | information is | +| | | | | required in the | +| | | | | dynamic | +| | | | | attributes | +| | | | | fields of a | +| | | | | Clarify case; | +| | | | | Clarify | +| | | | | encrypts the | +| | | | | SPI/PII. | +| | | | | Does not apply | +| | | | | to the | +| | | | | Additional | +| | | | | Notes field or | +| | | | | attachments. | +| | | | | Information | +| | | | | supplied in the | +| | | | | Additional | +| | | | | Notes field or | +| | | | | on an | +| | | | | attachment is | +| | | | | not encrypted. | +| | | | | On occasions | +| | | | | when SPI | +| | | | | information is | +| | | | | received, | +| | | | | review the | +| | | | | email and take | +| | | | | one of the | +| | | | | following | +| | | | | acceptable | +| | | | | actions: | +| | | | | Remove SPI: | +| | | | | Remove SPI from | +| | | | | any Reply or | +| | | | | Forward emails. | +| | | | | SPI violations | +| | | | | can be avoided | +| | | | | by deleting SPI | +| | | | | from email | +| | | | | strings. | +| | | | | Encrypt Email: | +| | | | | If your | +| | | | | business | +| | | | | processes | +| | | | | depend on the | +| | | | | transmission of | +| | | | | SPI, all emails | +| | | | | sent going | +| | | | | forward, | +| | | | | including SPI, | +| | | | | must be | +| | | | | encrypted. | +| | | | | When emailing | +| | | | | SPI/PII, ensure | +| | | | | the email | +| | | | | address of | +| | | | | record has been | +| | | | | present 30 days | +| | | | | or more. | +| | | | | Dont’s Never | +| | | | | remove customer | +| | | | | SPI/PII from | +| | | | | your work | +| | | | | location. Do | +| | | | | not email to | +| | | | | your home or an | +| | | | | outside | +| | | | | computer and do | +| | | | | not carry | +| | | | | documents with | +| | | | | SPI/PII outside | +| | | | | your work | +| | | | | location. Do | +| | | | | not provide or | +| | | | | confirm a End- | +| | | | | User / FAN | +| | | | | Contact PIN for | +| | | | | any customer | +| | | | | type. This | +| | | | | includes | +| | | | | discussing over | +| | | | | the phone, | +| | | | | account | +| | | | | notations, emai | +| | | | | l/mail/fax/SMS, | +| | | | | online chat, or | +| | | | | social media. | +| | | | | Never ask | +| | | | | customers to | +| | | | | email their | +| | | | | PII. Any | +| | | | | transmission | +| | | | | and retention | +| | | | | of the CVN | +| | | | | number (3-digit | +| | | | | number on the | +| | | | | back of a | +| | | | | credit card) is | +| | | | | a violation of | +| | | | | the PCI | +| | | | | regulations. | +| | | | | This | +| | | | | information | +| | | | | cannot be | +| | | | | provided or | +| | | | | confirmed to a | +| | | | | caller, noted | +| | | | | on an account, | +| | | | | emailed, | +| | | | | mailed, or | +| | | | | faxed. Do not | +| | | | | leave a | +| | | | | customer's | +| | | | | password or | +| | | | | other PII or | +| | | | | SPI on | +| | | | | voicemail. FAN | +| | | | | Contacts / | +| | | | | Account Holder | +| | | | | (Non-FAN CRU) | +| | | | | When the | +| | | | | customer is | +| | | | | unable to VID, | +| | | | | you can only | +| | | | | confirm the | +| | | | | following: | +| | | | | If the wireless | +| | | | | number | +| | | | | populates in | +| | | | | Clarify, it can | +| | | | | be confirmed in | +| | | | | the greeting. | +| | | | | The FAN contact | +| | | | | email address | +| | | | | listed on the | +| | | | | Account | +| | | | | Security screen | +| | | | | in Clarify may | +| | | | | be confirmed | +| | | | | during the PIN | +| | | | | reset and PIN | +| | | | | creation | +| | | | | process.  | +| | | | | The caller is | +| | | | | allowed 3 | +| | | | | attempts to | +| | | | | provide the | +| | | | | correct email | +| | | | | address. After | +| | | | | the third | +| | | | | attempt, the | +| | | | | caller is | +| | | | | unverified. | +| | | | | Verified | +| | | | | TCM/AOP/DM/DD | +| | | | | or non-FAN CRU | +| | | | | Account Holder | +| | | | | may be provided | +| | | | | /confirmed as | +| | | | | shown below, | +| | | | | for any line on | +| | | | | the BAN or FAN. | +| | | | | Review FaST for | +| | | | | special | +| | | | | instructions. | +| | | | | SPI / PII | +| | | | | Element | +| | | | | Discuss via | +| | | | | Phone / Chat | +| | | | | Email / Mail / | +| | | | | Fax Include in | +| | | | | Notes Account | +| | | | | Name Provide: | +| | | | | Yes Confirm: | +| | | | | Yes Email: Yes | +| | | | | Mail: Yes Fax: | +| | | | | No Yes | +| | | | | Account / | +| | | | | Foundation | +| | | | | Account Number | +| | | | | (BAN/FAN) | +| | | | | Provide: Yes | +| | | | | Confirm: Yes | +| | | | | Email: Yes | +| | | | | Mail: Yes Fax: | +| | | | | No Yes | +| | | | | Account | +| | | | | Password (BAN | +| | | | | or FAN | +| | | | | Password) | +| | | | | Provide: No | +| | | | | Confirm: No | +| | | | | Email: No | +| | | | | Mail: No Fax: | +| | | | | No No Banking | +| | | | | Information | +| | | | | Includes: | +| | | | | Full checking/s | +| | | | | avings account | +| | | | | number Debit | +| | | | | card number | +| | | | | PIN/password to | +| | | | | any banking | +| | | | | information | +| | | | | Provide: No | +| | | | | Confirm: No | +| | | | | Email: No | +| | | | | Mail: No | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 6 | [] | What is the | The Account | Content: What I | +| | | Account | Verification | Need to Know | +| | | Verification | Process for | Adhere to all | +| | | Process for | eChat repres | VID Business | +| | | eChat repres | entatives is | Rules found in | +| | | entatives? | outlined in | Account | +| | | | the Account | Verification | +| | | | Verification | Process - BCSS | +| | | | Process - | . If a | +| | | | BCSS | verified end- | +| | | | document. It | user claims to | +| | | | includes | have more | +| | | | procedures | access than | +| | | | for | allowed, or | +| | | | verifying | needs | +| | | | customers | authorization, | +| | | | who are | refer the | +| | | | logged in | customer to | +| | | | and those | their company | +| | | | who are not | Premier | +| | | | logged in, | Administrator | +| | | | as well as | to update their | +| | | | steps for | Premier | +| | | | handling | permissions in | +| | | | manual | order to make | +| | | | verification | the change. | +| | | | and | Definitions¶ | +| | | | unverified | Logged In: | +| | | | customers. | Customer is | +| | | | (Source: | logged into an | +| | | | Account | online | +| | | | Verification | portal/app, at | +| | | | Process - | least one data | +| | | | BCSS) | variable passed | +| | | | | (specific to | +| | | | | the customer’s | +| | | | | account, such | +| | | | | as CTN, FAN, | +| | | | | Account Name, | +| | | | | or BAN), and an | +| | | | | Authentication | +| | | | | Page Marker | +| | | | | displays.¶ | +| | | | | Exception: If | +| | | | | the data | +| | | | | variables did | +| | | | | not pass and | +| | | | | the chat reads | +| | | | | Authenticated | +| | | | | TRUE after a | +| | | | | URL string, the | +| | | | | customer is | +| | | | | considered | +| | | | | logged in.¶ | +| | | | | Not Logged In: | +| | | | | Data variables | +| | | | | did not pass | +| | | | | and the | +| | | | | customer may | +| | | | | not be logged | +| | | | | into an online | +| | | | | portal/app, or | +| | | | | they may be | +| | | | | logged in, but | +| | | | | we are unable | +| | | | | to validate the | +| | | | | customer is | +| | | | | logged in per | +| | | | | the data | +| | | | | pass.Transfers: | +| | | | | Chat transfer.¶ | +| | | | | Logged In VID | +| | | | | Process Review | +| | | | | the data pass | +| | | | | variables:¶ | +| | | | | Not all | +| | | | | variables will | +| | | | | pass through.¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | provide:¶ | +| | | | | CTN:¶ In | +| | | | | Clarify, ensure | +| | | | | the correct CTN | +| | | | | is selected in | +| | | | | the Subscriber | +| | | | | List.¶ Their | +| | | | | full name:¶ | +| | | | | Check FaST to | +| | | | | determine if | +| | | | | the customer is | +| | | | | a FAN contact. | +| | | | | FAN contacts | +| | | | | must be listed | +| | | | | in FaST.Select | +| | | | | the appropriate | +| | | | | Customer Name | +| | | | | and Role in | +| | | | | Clarify.¶ | +| | | | | Account Name: | +| | | | | ¶ Confirm the | +| | | | | information | +| | | | | provided via | +| | | | | Clarify or | +| | | | | Telegence.¶ ¶ | +| | | | | All items | +| | | | | provided must | +| | | | | match the data | +| | | | | pass variables | +| | | | | provided. | +| | | | | Example: Data | +| | | | | pass variable | +| | | | | of account name | +| | | | | must match the | +| | | | | account name | +| | | | | provided by the | +| | | | | customer.¶ | +| | | | | IfThenAll | +| | | | | conditions are | +| | | | | met The | +| | | | | customer is | +| | | | | verified. Grant | +| | | | | the customer | +| | | | | access based on | +| | | | | their role as | +| | | | | outlined in | +| | | | | Caller Access | +| | | | | Levels.¶ In | +| | | | | Clarify, select | +| | | | | Externally | +| | | | | Verified.FAN | +| | | | | Password/PIN | +| | | | | changes, | +| | | | | creations, and | +| | | | | resets cannot | +| | | | | be completed | +| | | | | via eChat. If | +| | | | | the customer | +| | | | | requests this | +| | | | | transaction, | +| | | | | they need to | +| | | | | call into | +| | | | | Business | +| | | | | Customer | +| | | | | Service.¶ All | +| | | | | conditions are | +| | | | | not metContinue | +| | | | | to the next | +| | | | | step.¶ The | +| | | | | customer | +| | | | | requires manual | +| | | | | verification. | +| | | | | Ask the | +| | | | | customer to | +| | | | | provide:¶ | +| | | | | Wireless | +| | | | | Number: ◦If the | +| | | | | caller provides | +| | | | | the full BAN | +| | | | | instead of the | +| | | | | CTN, accept the | +| | | | | BAN, but ask | +| | | | | the caller | +| | | | | which CTN they | +| | | | | are calling | +| | | | | about.¶ For Ca | +| | | | | ncelled/Tentati | +| | | | | ve accounts | +| | | | | with no CTNs, | +| | | | | see Other | +| | | | | options allowed | +| | | | | instead of a | +| | | | | CTN to | +| | | | | determine an | +| | | | | alternative VID | +| | | | | element to the | +| | | | | CTN.In Clarify, | +| | | | | ensure the | +| | | | | correct CTN is | +| | | | | selected in the | +| | | | | Subscriber | +| | | | | List.¶ | +| | | | | Customer's Full | +| | | | | Name:¶ End- | +| | | | | Users: Review | +| | | | | the FAN | +| | | | | Profile/EUMC | +| | | | | Table/Clarify | +| | | | | notes before | +| | | | | assisting.FAN | +| | | | | Contacts: | +| | | | | Verification | +| | | | | information | +| | | | | should be | +| | | | | available in | +| | | | | Clarify. Lines | +| | | | | over 200 | +| | | | | contacts | +| | | | | require using | +| | | | | FaST.¶ Account | +| | | | | Name¶ ¶ | +| | | | | IfThenAll 3 | +| | | | | items are provi | +| | | | | dedContinue to | +| | | | | the next step. | +| | | | | All 3 items are | +| | | | | not provided | +| | | | | The customer is | +| | | | | Unverified. | +| | | | | Resolve the | +| | | | | customer's | +| | | | | issue with | +| | | | | self-service | +| | | | | navigational | +| | | | | support or | +| | | | | assist with the | +| | | | | transactions | +| | | | | listed in the | +| | | | | General Access | +| | | | | section of the | +| | | | | Caller Access | +| | | | | Levels.¶ Do | +| | | | | not make any | +| | | | | changes to the | +| | | | | customer's | +| | | | | username, | +| | | | | password, email | +| | | | | address, or | +| | | | | account.If the | +| | | | | customer | +| | | | | requires more | +| | | | | than just | +| | | | | navigational | +| | | | | support, advise | +| | | | | them to log | +| | | | | into their AT&T | +| | | | | portal, such as | +| | | | | Premier or the | +| | | | | myAT&T Business | +| | | | | App. If they do | +| | | | | not wish to log | +| | | | | into the AT&T | +| | | | | portal, they | +| | | | | will need to | +| | | | | call in for | +| | | | | support.Do not | +| | | | | manually VID | +| | | | | the customer.In | +| | | | | Clarify, select | +| | | | | Not Verified.¶ | +| | | | | Suggested | +| | | | | Verbiage:¶ ¶ | +| | | | | End-Users: | +| | | | | Account | +| | | | | security is | +| | | | | important to | +| | | | | AT&T. Because | +| | | | | your | +| | | | | information did | +| | | | | not validate | +| | | | | via chat I can | +| | | | | only assist you | +| | | | | with general | +| | | | | questions and | +| | | | | navigational | +| | | | | support. If you | +| | | | | need account | +| | | | | specific | +| | | | | assistance, | +| | | | | please contact | +| | | | | our Business | +| | | | | Customer | +| | | | | Service | +| | | | | representatives | +| | | | | for assistance. | +| | | | | You can reach | +| | | | | them at 800.331 | +| | | | | .0500.FAN | +| | | | | Contacts: | +| | | | | Account | +| | | | | security is | +| | | | | important to | +| | | | | AT&T. Because | +| | | | | your | +| | | | | information did | +| | | | | not validate | +| | | | | via chat I can | +| | | | | only assist you | +| | | | | with general | +| | | | | questions and | +| | | | | navigational | +| | | | | support. If you | +| | | | | need account | +| | | | | specific | +| | | | | assistance, | +| | | | | please contact | +| | | | | our Business | +| | | | | Customer | +| | | | | Service | +| | | | | representatives | +| | | | | for assistance. | +| | | | | You can reach | +| | | | | them at | +| | | | | 800.999.5445 | +| | | | | (Large | +| | | | | Business) or | +| | | | | 800.331.0500 | +| | | | | (Small | +| | | | | Business).¶ ¶ | +| | | | | CRU FAN Account | +| | | | | ¶ Verification | +| | | | | Criteria Box Di | +| | | | | splaysProcedure | +| | | | | s¶ End-User | +| | | | | PINFAN Contact | +| | | | | PIN¶ The | +| | | | | customer has | +| | | | | previously | +| | | | | established a | +| | | | | FAN | +| | | | | Contact/End- | +| | | | | User PIN and | +| | | | | must provide | +| | | | | the PIN as part | +| | | | | of the VID | +| | | | | process. Ask | +| | | | | the customer to | +| | | | | provide their | +| | | | | End-User PIN.¶ | +| | | | | Source: | +| | | | | Content: Access | +| | | | | to customers' | +| | | | | accounts is | +| | | | | only authorized | +| | | | | with a valid | +| | | | | business reason | +| | | | | as part of your | +| | | | | work duties. | +| | | | | Perform VID on | +| | | | | every call. | +| | | | | Failure to | +| | | | | follow all | +| | | | | steps in the | +| | | | | account | +| | | | | verification | +| | | | | process can put | +| | | | | the customer's | +| | | | | account | +| | | | | information at | +| | | | | risk. | +| | | | | Internal | +| | | | | centers: Any | +| | | | | such failure is | +| | | | | a violation of | +| | | | | the Code of | +| | | | | Business | +| | | | | Conduct. | +| | | | | Dual SIM: | +| | | | | Multiple lines | +| | | | | of service can | +| | | | | be associated | +| | | | | to the device. | +| | | | | Authenticate | +| | | | | each line | +| | | | | separately. See | +| | | | | Dual SIM / Dual | +| | | | | Standby (DSDS) | +| | | | | - BCSS. | +| | | | | Verification | +| | | | | Procedures | +| | | | | Select the | +| | | | | verification | +| | | | | method for your | +| | | | | caller type | +| | | | | and/or | +| | | | | workgroup. | +| | | | | Scenario VID | +| | | | | Process | +| | | | | Clarify | +| | | | | displays | +| | | | | Verified | +| | | | | Successfully | +| | | | | (CRU/FirstNet | +| | | | | Agency Paid) | +| | | | | Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Authenticated | +| | | | | Caller - BCSS | +| | | | | Clarify does | +| | | | | not display | +| | | | | Verified | +| | | | | Successfully | +| | | | | (CRU/FirstNet | +| | | | | Agency Paid) | +| | | | | Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Authentication | +| | | | | Needed - BCSS | +| | | | | eChat | +| | | | | Representatives | +| | | | | Only Account | +| | | | | Verification | +| | | | | Process - BCSS | +| | | | | eChat | +| | | | | Representatives | +| | | | | Internal | +| | | | | Employee or | +| | | | | Transferred | +| | | | | Call Account | +| | | | | Verification | +| | | | | Process - AT&T | +| | | | | Employee/Intern | +| | | | | al Transfer - | +| | | | | BCSS Retail & | +| | | | | Sales and | +| | | | | Service | +| | | | | Managers | +| | | | | (BMC/BME/BM IoT | +| | | | | Only) Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Retail & Sales | +| | | | | and Service | +| | | | | Managers - | +| | | | | BMC/BME/BM IoT | +| | | | | Only Retail & | +| | | | | Sales and | +| | | | | Service | +| | | | | Managers (BRS/B | +| | | | | MTS/FNCS/FNSS/S | +| | | | | SO Only) | +| | | | | Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Retail & Sales | +| | | | | and Service | +| | | | | Managers - BSRS | +| | | | | /BMTS/FNCS/FNSS | +| | | | | /SSO - BCSS  | +| | | | | Account | +| | | | | Verification | +| | | | | Process - | +| | | | | Retail & Sales | +| | | | | and Service | +| | | | | Managers - | +| | | | | BSRS/SSO Puerto | +| | | | | Rico Center | +| | | | | Only ToBR | +| | | | | Receiving | +| | | | | Customer | +| | | | | Account | +| | | | | Verification | +| | | | | Process - ToBR | +| | | | | - BCSS | +| | | | | Business Rules | +| | | | | Verify | +| | | | | Mobility- | +| | | | | related | +| | | | | misrouted calls | +| | | | | when the | +| | | | | request is | +| | | | | supported by | +| | | | | your workgroup. | +| | | | | Review and | +| | | | | follow Fraud | +| | | | | Alerts in the | +| | | | | Important | +| | | | | Information | +| | | | | section of | +| | | | | Clarify prior | +| | | | | to proceeding. | +| | | | | If a FirstNet | +| | | | | caller is | +| | | | | unable to VID | +| | | | | during a crisis | +| | | | | /emergency, see | +| | | | | Caller Access | +| | | | | Levels - CRU | +| | | | | Mobility > | +| | | | | FirstNet Crisis | +| | | | | /Emergency. | +| | | | | The caller that | +| | | | | verifies the | +| | | | | account must | +| | | | | complete all | +| | | | | transactions: | +| | | | | Verified | +| | | | | callers may | +| | | | | hand the phone | +| | | | | to another | +| | | | | person to | +| | | | | assist with | +| | | | | device settings | +| | | | | /navigation and | +| | | | | explanation of | +| | | | | service only. | +| | | | | If a verified | +| | | | | end-user caller | +| | | | | claims to have | +| | | | | more access | +| | | | | than allowed, | +| | | | | or needs | +| | | | | authorization, | +| | | | | attempt to | +| | | | | reach at least | +| | | | | 2 of their | +| | | | | AOP/TCMs for | +| | | | | authorization. | +| | | | | AOP/TCM must | +| | | | | remain on the | +| | | | | line and | +| | | | | complete the | +| | | | | requested | +| | | | | transactions. | +| | | | | Never call the | +| | | | | AOP/TCM on | +| | | | | behalf of an | +| | | | | unverified | +| | | | | caller: If | +| | | | | the AOP/TCM is | +| | | | | already | +| | | | | conferenced on | +| | | | | the line when | +| | | | | they first call | +| | | | | in, they must | +| | | | | complete a full | +| | | | | VID and remain | +| | | | | on the line to | +| | | | | complete the | +| | | | | requested | +| | | | | transactions. | +| | | | | Refer requests | +| | | | | from law | +| | | | | enforcement or | +| | | | | legal counsel | +| | | | | to Global Legal | +| | | | | Demand Center | +| | | | | (GLDC): Legal, | +| | | | | Emergency, and | +| | | | | E911 Requests. | +| | | | | Callers | +| | | | | completing a | +| | | | | Transfer of | +| | | | | Billing | +| | | | | Responsibility | +| | | | | to an existing | +| | | | | account – | +| | | | | follow VID | +| | | | | Steps on from | +| | | | | account only. | +| | | | | Applicable ToBR | +| | | | | policies | +| | | | | determine how | +| | | | | to verify the | +| | | | | target account. | +| | | | | Callers | +| | | | | completing a | +| | | | | CRU Enrollment | +| | | | | – follow VID | +| | | | | steps on target | +| | | | | account only. | +| | | | | Applicable | +| | | | | Enrollment | +| | | | | policies | +| | | | | determine how | +| | | | | to verify the | +| | | | | from account if | +| | | | | verification is | +| | | | | required. More | +| | | | | to Know CTN & | +| | | | | Screen-Pop | +| | | | | If the CTN | +| | | | | appears in the | +| | | | | screen-pop | +| | | | | display, | +| | | | | provide the CTN | +| | | | | to the caller | +| | | | | and ask if you | +| | | | | are accessing | +| | | | | the correct | +| | | | | account. If | +| | | | | the CTN does | +| | | | | not appear in | +| | | | | the screen-pop, | +| | | | | ask the caller | +| | | | | for the CTN and | +| | | | | enter the | +| | | | | value. If the | +| | | | | caller provides | +| | | | | the full BAN | +| | | | | instead of the | +| | | | | CTN, accept the | +| | | | | BAN, but ask | +| | | | | the caller | +| | | | | which CTN they | +| | | | | are calling | +| | | | | about. | +| | | | | Caller & | +| | | | | Account Name | +| | | | | Callers can | +| | | | | give an account | +| | | | | name that | +| | | | | closely mirrors | +| | | | | the FAN/BAN. | +| | | | | Nicknames/name | +| | | | | substitutions | +| | | | | are allowed - | +| | | | | Chris instead | +| | | | | of Christopher, | +| | | | | JS Painting | +| | | | | instead of Joe | +| | | | | Smith Painting. | +| | | | | Select the | +| | | | | Appropriate | +| | | | | Caller Name & | +| | | | | Role in Clarify | +| | | | | - BCSS Verify | +| | | | | the Correct | +| | | | | Number is | +| | | | | Captured in | +| | | | | Clarify - BCSS | +| | | | | CTN Alternative | +| | | | | Options During | +| | | | | VID - BCSS | +| | | | | Source: | +| | | | | Content: ¶ | +| | | | | Agent | +| | | | | Verification | +| | | | | Tool (AVT)¶ | +| | | | | Notify | +| | | | | management that | +| | | | | AVT is down.Rep | +| | | | | resentatives | +| | | | | create a | +| | | | | trouble ticket | +| | | | | or chat with | +| | | | | ITO Service | +| | | | | Desk. For | +| | | | | faster | +| | | | | escalation, | +| | | | | call them at | +| | | | | 877.448.6767. | +| | | | | Retail should | +| | | | | use the Analyst | +| | | | | Review | +| | | | | Verification | +| | | | | Policy as a | +| | | | | workaround.¶ | +| | | | | Select Agent | +| | | | | Verification | +| | | | | Tool as the app | +| | | | | lication.Comple | +| | | | | te the detail | +| | | | | fields.¶ ¶ ¶ | +| | | | | Communication | +| | | | | is sent to | +| | | | | Credit & | +| | | | | Activations | +| | | | | (C&A) reps | +| | | | | advising of the | +| | | | | alternate | +| | | | | process.¶ ¶ | +| | | | | In cases of a | +| | | | | secure Wi-Fi | +| | | | | outage in an | +| | | | | AT&T retail | +| | | | | location, for | +| | | | | more | +| | | | | information and | +| | | | | support, | +| | | | | reference Agent | +| | | | | Verification | +| | | | | Tool - BCSS.¶ | +| | | | | Business | +| | | | | Customer | +| | | | | Applications: | +| | | | | System Outages | +| | | | | Multiple | +| | | | | applications | +| | | | | assist retail | +| | | | | stores in | +| | | | | providing | +| | | | | services to | +| | | | | business | +| | | | | customers | +| | | | | (FaST, ROME, | +| | | | | and OPUS).¶ ¶ | +| | | | | If a system | +| | | | | outage occurs, | +| | | | | to assist the | +| | | | | customer:¶ ¶ | +| | | | | For FaST and | +| | | | | ROME¶ ¶ | +| | | | | Representatives | +| | | | | create a | +| | | | | trouble ticket | +| | | | | or chat with | +| | | | | ITO Service | +| | | | | Desk. For | +| | | | | faster | +| | | | | escalation, | +| | | | | call them at | +| | | | | 877.448.6767.¶ | +| | | | | ¶ For OPUS¶ ¶ | +| | | | | Representatives | +| | | | | create a | +| | | | | trouble ticket | +| | | | | using the Pink | +| | | | | Triangle in | +| | | | | OPUS. If unable | +| | | | | to create a | +| | | | | trouble ticket | +| | | | | in OPUS follow | +| | | | | the | +| | | | | instructions | +| | | | | listed below.¶ | +| | | | | ¶ Create a | +| | | | | trouble ticket | +| | | | | or chat with | +| | | | | ITO Service | +| | | | | Desk. For | +| | | | | faster | +| | | | | escalation, | +| | | | | call them at | +| | | | | 877.448.6767. | +| | | | | See Reporting | +| | | | | System Outages | +| | | | | and Issues | +| | | | | (links within | +| | | | | attachment are | +| | | | | available on | +| | | | | desktop only).¶ | +| | | | | Without the | +| | | | | system | +| | | | | availability, | +| | | | | we may be | +| | | | | unable to | +| | | | | assist business | +| | | | | customers | +| | | | | during an | +| | | | | outage. See | +| | | | | assisting | +| | | | | customers | +| | | | | during a | +| | | | | downtime above, | +| | | | | and advise the | +| | | | | systems are | +| | | | | unavailable at | +| | | | | this time.¶ | +| | | | | Ask if they | +| | | | | want to | +| | | | | schedule an | +| | | | | appointment to | +| | | | | return later, | +| | | | | or provide a | +| | | | | contact number | +| | | | | for us to | +| | | | | contact them | +| | | | | once the system | +| | | | | is restored. | +| | | | | When the | +| | | | | application is | +| | | | | restored, call | +| | | | | them back as | +| | | | | soon as | +| | | | | possible. CCC | +| | | | | Tool (Qpass)¶ | +| | | | | If there is a | +| | | | | CCC Tool/Qpass | +| | | | | outage, the | +| | | | | following | +| | | | | occurs:¶ ¶ An | +| | | | | Urgent Message | +| | | | | is posted:¶ ¶ | +| | | | | Notifying users | +| | | | | of the | +| | | | | outageAdvising | +| | | | | representatives | +| | | | | to consult a | +| | | | | manager for a | +| | | | | manual | +| | | | | adjustment or | +| | | | | submit a | +| | | | | commitment in | +| | | | | Clarify (in | +| | | | | lieu of | +| | | | | performing | +| | | | | refunds for | +| | | | | mobile | +| | | | | purchases in | +| | | | | the CCC Tool).¶ | +| | | | | Representatives | +| | | | | create a | +| | | | | trouble ticket | +| | | | | or chat with | +| | | | | ITO Service | +| | | | | Desk. For | +| | | | | faster | +| | | | | escalation, | +| | | | | call them at | +| | | | | 877.448.6767.¶ | +| | | | | Heads Up: Open | +| | | | | trouble | +| | | | | ticket.¶ A | +| | | | | second Urgent | +| | | | | Message posts | +| | | | | notifying users | +| | | | | when the CCC | +| | | | | Tool is again | +| | | | | available for | +| | | | | use.¶ Chat | +| | | | | Platform | +| | | | | (Nuance)¶ Use | +| | | | | positive | +| | | | | verbiage.Don't | +| | | | | advise a | +| | | | | customer of the | +| | | | | system limitati | +| | | | | ons.Assure them | +| | | | | that all their | +| | | | | needs will be | +| | | | | met.Educate and | +| | | | | walk them | +| | | | | through their | +| | | | | myAT&T account | +| | | | | to answer any | +| | | | | questions and | +| | | | | show the many | +| | | | | benefits of | +| | | | | 24/7 account | +| | | | | management.¶ ¶ | +| | | | | Outage/Reportin | +| | | | | g Procedures¶ | +| | | | | ¶ Notify | +| | | | | management of | +| | | | | the | +| | | | | issue/outage.¶ | +| | | | | ¶ The | +| | | | | designated site | +| | | | | lead reports | +| | | | | the outage | +| | | | | specifics to | +| | | | | the proper BCSS | +| | | | | Support Group | +| | | | | in MS Teams.¶ | +| | | | | ¶ Outage | +| | | | | Management | +| | | | | provides | +| | | | | further | +| | | | | instructions | +| | | | | based on the | +| | | | | details | +| | | | | provided.¶ ¶ | +| | | | | ¶ Clarify CM | +| | | | | Use positive | +| | | | | verbiage at all | +| | | | | times. Don't | +| | | | | advise a | +| | | | | customer of the | +| | | | | system | +| | | | | limitations. | +| | | | | Assure them | +| | | | | that all their | +| | | | | needs will be | +| | | | | met. Access | +| | | | | the billing | +| | | | | system directly | +| | | | | (if available). | +| | | | | Launching | +| | | | | systems:¶ When | +| | | | | Clarify is | +| | | | | unavailable, or | +| | | | | for users | +| | | | | without Clarify | +| | | | | access, open | +| | | | | Firefox, then | +| | | | | copy and paste | +| | | | | the following | +| | | | | URL into the | +| | | | | address bar to | +| | | | | access myAT&T | +| | | | | Zone: https://m | +| | | | | yattzone.att.co | +| | | | | m/tbmcsr/initfi | +| | | | | ndcustomer.doUs | +| | | | | e TORCH to | +| | | | | launch Quick | +| | | | | Links.¶ If | +| | | | | unable to VID | +| | | | | through | +| | | | | Clarify, use | +| | | | | Account | +| | | | | Access/Account | +| | | | | Verification | +| | | | | resolution | +| | | | | articles listed | +| | | | | in Related | +| | | | | Links. Access | +| | | | | to articles in | +| | | | | Related Links | +| | | | | is restricted | +| | | | | based on your | +| | | | | profile. If a | +| | | | | customer has a | +| | | | | technical | +| | | | | issue, complete | +| | | | | all required tr | +| | | | | oubleshooting.¶ | +| | | | | If unable to | +| | | | | resolve the | +| | | | | issue, contact | +| | | | | Technical | +| | | | | Support for | +| | | | | assistance.If a | +| | | | | case or | +| | | | | commitment is | +| | | | | needed, for an | +| | | | | individual | +| | | | | outage, consult | +| | | | | a manager.¶ | +| | | | | Clarify | +| | | | | Downtime Site | +| | | | | Procedures¶ ¶ | +| | | | | Select the | +| | | | | commitment or | +| | | | | desired case | +| | | | | link. Select | +| | | | | New Item and | +| | | | | complete the | +| | | | | commitment or | +| | | | | case, including | +| | | | | all necessary | +| | | | | information and | +| | | | | details to | +| | | | | assist the | +| | | | | commitment or | +| | | | | case worker in | +| | | | | resolving the | +| | | | | issue. Select | +| | | | | Save and Close. | +| | | | | A view of the | +| | | | | commitment or | +| | | | | case shows the | +| | | | | commitment or | +| | | | | case ID number. | +| | | | | Note the | +| | | | | commitment or | +| | | | | case ID number | +| | | | | Source: | +| | | | | Content: What I | +| | | | | Need to Know | +| | | | | Adhere to all | +| | | | | VID Business | +| | | | | Rules found in | +| | | | | Account | +| | | | | Verification | +| | | | | Process - BCSS. | +| | | | | Procedures The | +| | | | | receiving | +| | | | | customer must | +| | | | | provide their | +| | | | | CTN and their | +| | | | | name: This | +| | | | | shortened VID | +| | | | | is only allowed | +| | | | | if the caller | +| | | | | does not | +| | | | | already have an | +| | | | | existing | +| | | | | account and if | +| | | | | there is an | +| | | | | authorization | +| | | | | SOC/note by the | +| | | | | current owner | +| | | | | or the EUMC | +| | | | | table in the | +| | | | | profile | +| | | | | authorizes end- | +| | | | | users to | +| | | | | complete | +| | | | | ToBR.In | +| | | | | Clarify, select | +| | | | | Other > ToBR | +| | | | | VID Exception > | +| | | | | type the | +| | | | | customer's | +| | | | | first and last | +| | | | | name in the | +| | | | | text box. If | +| | | | | the caller | +| | | | | requires | +| | | | | account- | +| | | | | specific | +| | | | | information | +| | | | | (not listed as | +| | | | | allowed in the | +| | | | | ToBR policy) on | +| | | | | the original | +| | | | | account, the | +| | | | | caller must | +| | | | | complete a full | +| | | | | VID. Follow the | +| | | | | Authentication | +| | | | | Needed - | +| | | | | CRU/FirstNet | +| | | | | Agency Paid | +| | | | | process. | +| | | | | Source: | +| | | | | Content: What I | +| | | | | Need to Know | +| | | | | Adhere to all | +| | | | | VID Business | +| | | | | Rules found in | +| | | | | Account | +| | | | | Verification | +| | | | | Process - BCSS. | +| | | | | Determine | +| | | | | Verification | +| | | | | Method Ask the | +| | | | | caller to | +| | | | | provide:¶ | +| | | | | Caller's full | +| | | | | nameATTUID¶ If | +| | | | | Screen pop is | +| | | | | available, the | +| | | | | ATTUID can be | +| | | | | confirmed | +| | | | | instead of | +| | | | | requesting it | +| | | | | be provided.Ide | +| | | | | ntify the | +| | | | | caller's | +| | | | | Business Unit | +| | | | | in Webphone. If | +| | | | | the caller does | +| | | | | not have a | +| | | | | Business Unit | +| | | | | listed, move up | +| | | | | in the | +| | | | | hierarchy until | +| | | | | a Business Unit | +| | | | | is visible.¶ ¶ | +| | | | | Continue | +| | | | | verification | +| | | | | based on the | +| | | | | Business Unit.¶ | +| | | | | When the | +| | | | | Business Unit | +| | | | | starts with | +| | | | | AT&T Business, | +| | | | | follow AT&T | +| | | | | Business (BCSS/ | +| | | | | Enterprise/GBS) | +| | | | | or Finance.When | +| | | | | the Business | +| | | | | Unit does not | +| | | | | start with AT&T | +| | | | | Business, | +| | | | | follow Non-AT&T | +| | | | | Business - All | +| | | | | Retail/Virtual | +| | | | | Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales)/AT&T | +| | | | | Right to You.¶ | +| | | | | Non-AT&T | +| | | | | Business - All | +| | | | | Retail/Virtual | +| | | | | Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales)/AT&T | +| | | | | Right to You | +| | | | | FirstNet | +| | | | | Customer | +| | | | | Service: Only | +| | | | | verify Retail | +| | | | | when the | +| | | | | request is | +| | | | | supported by | +| | | | | your | +| | | | | department. | +| | | | | Refer | +| | | | | unsupported | +| | | | | requests to | +| | | | | *AID. BSRS/BMT | +| | | | | S/FNSS/SSO: The | +| | | | | below process | +| | | | | applies to all | +| | | | | Retail/Virtual | +| | | | | Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales)/AT&T | +| | | | | Right to You re | +| | | | | presentatives, | +| | | | | or any caller | +| | | | | (or their | +| | | | | manager) that | +| | | | | is not in a | +| | | | | Business Unit | +| | | | | that starts | +| | | | | with AT&T | +| | | | | Business. | +| | | | | Validate the | +| | | | | representative | +| | | | | following the | +| | | | | steps in the | +| | | | | Agent | +| | | | | Verification | +| | | | | Tool - BCSS.¶ | +| | | | | AT&T Right to | +| | | | | You | +| | | | | representatives | +| | | | | may call with | +| | | | | their | +| | | | | supervisor on | +| | | | | the line; the | +| | | | | supervisor will | +| | | | | provide the | +| | | | | Token | +| | | | | Authentication | +| | | | | code.If AVT is | +| | | | | down, report | +| | | | | the AVT outage | +| | | | | as outlined in | +| | | | | System Issues | +| | | | | and Outages.¶ | +| | | | | Ask the caller | +| | | | | to provide:¶ | +| | | | | 10-digit CTN.¶ | +| | | | | Obtain the full | +| | | | | BAN when there | +| | | | | are no CTNs on | +| | | | | the account.See | +| | | | | Business | +| | | | | Rules/More to | +| | | | | Know on | +| | | | | verifying BAN | +| | | | | in place of | +| | | | | CTN. Refer to | +| | | | | CTN Alternative | +| | | | | Options During | +| | | | | VID - BCSS ¶ | +| | | | | Account name | +| | | | | (Consumer/SIG) | +| | | | | or company name | +| | | | | (CRU): ¶ | +| | | | | Confirm the | +| | | | | 10-digit CTN | +| | | | | matches the | +| | | | | account/company | +| | | | | name.Company | +| | | | | name is | +| | | | | acceptable if | +| | | | | closely mirrors | +| | | | | the FAN or BAN | +| | | | | name.Doing | +| | | | | Business As | +| | | | | (DBA) name is | +| | | | | also accepted, | +| | | | | if listed in | +| | | | | ROME.¶ | +| | | | | Customer's full | +| | | | | name:¶ | +| | | | | Validate in | +| | | | | FaST on the FAN | +| | | | | profile (CRU | +| | | | | only).Verify | +| | | | | RAUs in | +| | | | | Snapshot.¶ ¶ | +| | | | | Retail/Authoiri | +| | | | | zed Retail | +| | | | | Only: Confirm | +| | | | | that the | +| | | | | customer is | +| | | | | present in | +| | | | | store. Ask the | +| | | | | caller if they | +| | | | | have fully | +| | | | | verified the | +| | | | | customer. | +| | | | | Telegence Memos | +| | | | | will show the | +| | | | | results of the | +| | | | | Driver’s | +| | | | | License scan. | +| | | | | AT&T Business ( | +| | | | | BCSS/Enterprise | +| | | | | /GBS) or | +| | | | | Finance BSRS/B | +| | | | | MTS/FNSS/SSO: | +| | | | | The below | +| | | | | process applies | +| | | | | to all Sales Co | +| | | | | ntacts/Account | +| | | | | Executives, or | +| | | | | any caller (or | +| | | | | their manager), | +| | | | | in a Business | +| | | | | Unit that | +| | | | | starts with | +| | | | | AT&T Business. | +| | | | | ¶ If the | +| | | | | seller requests | +| | | | | navigational | +| | | | | assistance with | +| | | | | OPUS or ROME, | +| | | | | select | +| | | | | Navigational | +| | | | | Assistance | +| | | | | below.Some | +| | | | | accounts have | +| | | | | special notes | +| | | | | allowing ABS | +| | | | | Sales | +| | | | | representatives | +| | | | | to make more | +| | | | | than the | +| | | | | standard | +| | | | | requests | +| | | | | allowed; refer | +| | | | | to FaST notes | +| | | | | for | +| | | | | exceptions.Ask | +| | | | | the caller to | +| | | | | provide:¶ | +| | | | | Validate the | +| | | | | representative | +| | | | | following the | +| | | | | steps in the | +| | | | | Agent | +| | | | | Verification | +| | | | | Tool - BCSS.¶ | +| | | | | If AVT is down, | +| | | | | report the AVT | +| | | | | outage as | +| | | | | outlined in | +| | | | | System Issues | +| | | | | and Outages.¶ | +| | | | | 10-digit CTN: ¶ | +| | | | | Obtain the full | +| | | | | BAN or Invoice | +| | | | | ID if there are | +| | | | | no CTNs on the | +| | | | | account.See | +| | | | | Business | +| | | | | Rules/More to | +| | | | | Know on | +| | | | | verifying BAN | +| | | | | in place of | +| | | | | CTN. Refer to | +| | | | | CTN Alternative | +| | | | | Options During | +| | | | | VID - BCSS ¶ | +| | | | | Account name | +| | | | | (Consumer/SIG) | +| | | | | or company name | +| | | | | (CRU):¶ | +| | | | | Confirm the | +| | | | | 10-digit CTN | +| | | | | matches the | +| | | | | account/company | +| | | | | nameDoing | +| | | | | Business As | +| | | | | (DBA) name is | +| | | | | also accepted, | +| | | | | if listed in | +| | | | | ROME.¶ FAN | +| | | | | Password (when | +| | | | | present) or | +| | | | | last 4-digits | +| | | | | of the BAN | +| | | | | (when no FAN | +| | | | | Password is | +| | | | | present). | +| | | | | Customer's full | +| | | | | name:¶ | +| | | | | Validate in | +| | | | | FaST on the FAN | +| | | | | profile (CRU | +| | | | | only).¶ Ask | +| | | | | for the | +| | | | | caller's | +| | | | | Manager's name | +| | | | | as listed in | +| | | | | Webphone. Ask | +| | | | | the caller if | +| | | | | they have fully | +| | | | | verified the | +| | | | | customer. The | +| | | | | customer does | +| | | | | not have to be | +| | | | | on the line or | +| | | | | in the store. | +| | | | | If the caller | +| | | | | is unable to | +| | | | | complete all | +| | | | | verification | +| | | | | requirements | +| | | | | the caller is | +| | | | | unverified and | +| | | | | has General | +| | | | | Access. They | +| | | | | may not make | +| | | | | any changes.Nav | +| | | | | igational | +| | | | | assistance may | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 7 | [] | What should | You should | Content: Jump | +| | | I do if the | ask | to: What I Need | +| | | customer | questions to | to Know | | +| | | requires | understand | Additional | +| | | more than | what the | Call-Handling | +| | | just | customer | Information | | +| | | navigational | needs and | System Downtime | +| | | support? | use all | and Latency | +| | | | resources | Expectations¶ | +| | | | and tools to | ¶ This guide | +| | | | find the | provides | +| | | | right/best | important tips | +| | | | solution. | for assisting | +| | | | When | customers via | +| | | | applicable, | the voice queue | +| | | | promote AT&T | and links to | +| | | | Products as | policies | +| | | | they relate | commonly used | +| | | | to the | by the Business | +| | | | current | Mobility | +| | | | promotions | Enablement and | +| | | | being | Business Sales | +| | | | offered. | and Retail | +| | | | Educate the | Support Queue R | +| | | | customer on | epresentatives. | +| | | | the benefits | Explore Related | +| | | | and tailor | Links for more | +| | | | the offer to | detailed | +| | | | fit the | information.¶ | +| | | | customer’s | ¶ ¶ ¶ Warmly | +| | | | needs. | Welcome | | +| | | | Involve to | Verify the | +| | | | Resolve when | Account | | +| | | | appropriate. | Uncover Needs | +| | | | (Source: | and Ownership | | +| | | | context) | Thoroughly | +| | | | | Educate | | +| | | | | Working in | +| | | | | Silence - Use | +| | | | | of Mute/Hold/Tr | +| | | | | ansfer | +| | | | | Guidelines | | +| | | | | Keep it | +| | | | | Positive and | +| | | | | Listen Up | | +| | | | | Gain Agreement | +| | | | | | Sincerely | +| | | | | Thank Warmly | +| | | | | Welcome¶ ¶ | +| | | | | Greet the | +| | | | | caller within | +| | | | | five seconds of | +| | | | | answering the | +| | | | | call. Greet | +| | | | | your customer | +| | | | | with a friendly | +| | | | | genuine | +| | | | | greeting by | +| | | | | thanking the | +| | | | | customer for | +| | | | | calling AT&T | +| | | | | for AT&T | +| | | | | callers or | +| | | | | thanking the | +| | | | | customer for | +| | | | | calling | +| | | | | FirstNet for | +| | | | | FirstNet | +| | | | | callers. | +| | | | | Introduce | +| | | | | yourself by | +| | | | | name and ask | +| | | | | for their | +| | | | | theirs. | +| | | | | (Provide your | +| | | | | first and last | +| | | | | name if an | +| | | | | internal or | +| | | | | external caller | +| | | | | request it). | +| | | | | Ask how you can | +| | | | | help the | +| | | | | customer. | +| | | | | Respond with an | +| | | | | I can help you | +| | | | | with that | +| | | | | attitude after | +| | | | | the customer | +| | | | | states their | +| | | | | reason for | +| | | | | calling. | +| | | | | Otherwise known | +| | | | | as a Positive | +| | | | | Initial | +| | | | | Response | +| | | | | (PIR):¶ PIR | +| | | | | may be personal | +| | | | | ized.State PIR | +| | | | | before making | +| | | | | any attempts to | +| | | | | resolve the | +| | | | | customer’s | +| | | | | needs.If the | +| | | | | customer is | +| | | | | calling to | +| | | | | cancel or | +| | | | | suspend their | +| | | | | service, an | +| | | | | empathy | +| | | | | statement is | +| | | | | acceptable in | +| | | | | lieu of a | +| | | | | PIR.Give two | +| | | | | PIRs when | +| | | | | receiving a | +| | | | | transfer from | +| | | | | another AT&T | +| | | | | employee: one | +| | | | | PIR to the | +| | | | | transferring | +| | | | | AT&T employee | +| | | | | and one to the | +| | | | | customer when | +| | | | | they come on | +| | | | | the line.¶ | +| | | | | Provide sincere | +| | | | | empathy with | +| | | | | the customer's | +| | | | | initial | +| | | | | request, when | +| | | | | applicable. | +| | | | | Example of a | +| | | | | proper | +| | | | | greeting, but | +| | | | | is not limited | +| | | | | to:¶ ¶ Thank | +| | | | | you for calling | +| | | | | AT&T, my name | +| | | | | is [your name | +| | | | | here]. How may | +| | | | | I help you | +| | | | | today? Thank | +| | | | | you for calling | +| | | | | FirstNet, my | +| | | | | name is [your | +| | | | | name here]. How | +| | | | | may I help you | +| | | | | today? | +| | | | | Examples of | +| | | | | expressing | +| | | | | empathy | +| | | | | include, but | +| | | | | are not limited | +| | | | | to:¶ ¶ I can | +| | | | | understand your | +| | | | | frustration. | +| | | | | I'm sorry that | +| | | | | happened to | +| | | | | you. Here's | +| | | | | what I can do. | +| | | | | Example of PIR | +| | | | | Verbiage, but | +| | | | | not limited | +| | | | | to:¶ ¶ Hi, my | +| | | | | name is Julie, | +| | | | | whom am I | +| | | | | speaking with | +| | | | | today? Hi Tim, | +| | | | | how may I help | +| | | | | you? I can | +| | | | | absolutely help | +| | | | | you transfer | +| | | | | your number. | +| | | | | Let’s pull up | +| | | | | the account so | +| | | | | we can get | +| | | | | started. | +| | | | | Verify the | +| | | | | Account ¶ ¶ | +| | | | | Complete the | +| | | | | VID according | +| | | | | to the Account | +| | | | | Verification | +| | | | | Process - BCSS. | +| | | | | Advise the | +| | | | | caller that | +| | | | | protecting | +| | | | | their account | +| | | | | security and | +| | | | | privacy | +| | | | | requires us to | +| | | | | validate every | +| | | | | caller (utilize | +| | | | | applicable | +| | | | | Talking Points | +| | | | | in the VID | +| | | | | policy as | +| | | | | guidance). | +| | | | | Uncover Needs | +| | | | | and Ownership¶ | +| | | | | ¶ Ask | +| | | | | questions to | +| | | | | understand what | +| | | | | the customer | +| | | | | needs. Uncover | +| | | | | the customer's | +| | | | | needs by using | +| | | | | active | +| | | | | listening, | +| | | | | asking | +| | | | | discovery | +| | | | | and/or open- | +| | | | | and close-ended | +| | | | | questions:¶ | +| | | | | Refrain from | +| | | | | using responses | +| | | | | such as I do | +| | | | | not know or I | +| | | | | do not thinks | +| | | | | so, followed by | +| | | | | no effort to | +| | | | | probe.¶ Make | +| | | | | every attempt | +| | | | | to resolve the | +| | | | | customer’s | +| | | | | issue on the | +| | | | | first contact | +| | | | | for processes | +| | | | | supported in | +| | | | | efforts to | +| | | | | avoid | +| | | | | unnecessary or | +| | | | | invalid | +| | | | | transfers or | +| | | | | callbacks. Use | +| | | | | all resources | +| | | | | and tools to | +| | | | | find the | +| | | | | right/best | +| | | | | solution. When | +| | | | | applicable, | +| | | | | promote AT&T | +| | | | | Products as | +| | | | | they relate to | +| | | | | the current | +| | | | | promotions | +| | | | | being offered. | +| | | | | Educate the | +| | | | | customer on the | +| | | | | benefits and | +| | | | | tailor offer to | +| | | | | fit the | +| | | | | customer’s | +| | | | | needs. Involve | +| | | | | to Resolve when | +| | | | | appropriate. | +| | | | | Examples of | +| | | | | owning and | +| | | | | resolving the | +| | | | | customer's | +| | | | | issue:¶ ¶ | +| | | | | Billing Review: | +| | | | | Review the | +| | | | | invoice when | +| | | | | needed for past | +| | | | | usage when | +| | | | | assisting with | +| | | | | selecting a | +| | | | | rate plan. | +| | | | | Answer simple | +| | | | | questions about | +| | | | | the bill | +| | | | | preventing a | +| | | | | transfer. Keep | +| | | | | Customer | +| | | | | Promises: When | +| | | | | you make a | +| | | | | promise to a | +| | | | | customer, | +| | | | | follow up to | +| | | | | ensure you keep | +| | | | | your promise.¶ | +| | | | | If you tell a | +| | | | | customer you | +| | | | | will add | +| | | | | something to | +| | | | | their notes, do | +| | | | | so.¶ | +| | | | | Thoroughly | +| | | | | Educate¶ ¶ | +| | | | | Ensure the | +| | | | | customer knows | +| | | | | what will | +| | | | | happen next and | +| | | | | anticipate the | +| | | | | customer's | +| | | | | future needs to | +| | | | | minimize repeat | +| | | | | contacts based | +| | | | | on transaction | +| | | | | policy. When | +| | | | | applicable, | +| | | | | promote, | +| | | | | educate and | +| | | | | demonstrate the | +| | | | | benefits of | +| | | | | self-service | +| | | | | (e.g., myAT&T, | +| | | | | myATT App, | +| | | | | Premier). | +| | | | | Working in | +| | | | | Silence - Use | +| | | | | of Mute/Hold/Tr | +| | | | | ansfer | +| | | | | Guidelines ¶ ¶ | +| | | | | Researching/Com | +| | | | | pleting | +| | | | | Transactions | +| | | | | and Working in | +| | | | | Silence and Use | +| | | | | of Mute¶ ¶ ¶ | +| | | | | When you need | +| | | | | to place a | +| | | | | customer on | +| | | | | hold, remain on | +| | | | | the line | +| | | | | working Source: | +| | | | | Content: BCS&S | +| | | | | representatives | +| | | | | are the primary | +| | | | | support for all | +| | | | | customer | +| | | | | requests and | +| | | | | should work | +| | | | | with the | +| | | | | customers to | +| | | | | resolve | +| | | | | requests. Most | +| | | | | customer | +| | | | | requests can be | +| | | | | handled without | +| | | | | engaging Sales. | +| | | | | Never blind | +| | | | | transfer a | +| | | | | customer to a | +| | | | | voicemail box.¶ | +| | | | | ¶ Customer | +| | | | | Support BCS&S | +| | | | | Supported | +| | | | | Requests¶ ¶ ¶ | +| | | | | The customer | +| | | | | previously | +| | | | | requested to | +| | | | | cancel 5 or | +| | | | | more lines and | +| | | | | email/voicemail | +| | | | | messages were | +| | | | | sent to the | +| | | | | Sales contact | +| | | | | listed on the | +| | | | | FaST profile | +| | | | | but the Sales | +| | | | | contact did not | +| | | | | respond to the | +| | | | | customer. ¶ | +| | | | | Small Business | +| | | | | Accounts: Warm | +| | | | | transfer the | +| | | | | customer to the | +| | | | | Loyalty | +| | | | | Team.Enterprise | +| | | | | Accounts: | +| | | | | Assist the | +| | | | | customer with | +| | | | | the | +| | | | | cancellation | +| | | | | request:¶ Send | +| | | | | an | +| | | | | informational | +| | | | | PCN to the | +| | | | | appropriate | +| | | | | Sales contact | +| | | | | as outlined in | +| | | | | Cancellation, | +| | | | | Retention, and | +| | | | | Red Flag | +| | | | | Procedures.¶ ¶ | +| | | | | ¶ The customer | +| | | | | requests | +| | | | | assistance with | +| | | | | any post-sales | +| | | | | transactions. | +| | | | | Examples | +| | | | | include, but | +| | | | | are not limited | +| | | | | to:¶ ¶ Bill I | +| | | | | nquiry/Troubles | +| | | | | hooting ACT | +| | | | | Credit, MRC | +| | | | | Modifier, | +| | | | | National | +| | | | | Account Credit, | +| | | | | and National | +| | | | | Account | +| | | | | Discount Troubl | +| | | | | eshootingFAN | +| | | | | Profile Updates | +| | | | | - FaST - BCSS ¶ | +| | | | | ¶ Reassure the | +| | | | | customer that | +| | | | | you can assist | +| | | | | them with any | +| | | | | post-sales | +| | | | | support related | +| | | | | transaction. | +| | | | | There is no | +| | | | | need to engage | +| | | | | Sales.¶ ¶ | +| | | | | Refer to the | +| | | | | Sales Supported | +| | | | | Requests | +| | | | | section for a | +| | | | | list of | +| | | | | transactions | +| | | | | that require | +| | | | | Sales | +| | | | | engagement.¶ | +| | | | | Demo Requests | +| | | | | and on-site | +| | | | | visits Offer | +| | | | | to walk the | +| | | | | customer | +| | | | | through the | +| | | | | product/offer | +| | | | | over the | +| | | | | phone.¶ ¶ If | +| | | | | the customer | +| | | | | still requests | +| | | | | an on-site | +| | | | | visit:¶ ¶ | +| | | | | Involve to | +| | | | | Resolve. Submit | +| | | | | an email to | +| | | | | your team | +| | | | | manager | +| | | | | advising of the | +| | | | | customer's | +| | | | | request. | +| | | | | Include: ¶ | +| | | | | Reason for | +| | | | | request | +| | | | | Foundation | +| | | | | account number | +| | | | | (FAN) | +| | | | | Foundation | +| | | | | account name | +| | | | | Account number | +| | | | | Account name | +| | | | | Business | +| | | | | physical | +| | | | | location (no PO | +| | | | | boxes) | +| | | | | Business | +| | | | | Owner/AOP name | +| | | | | Business | +| | | | | owner/AOP | +| | | | | contact number | +| | | | | Business | +| | | | | owner/AOP | +| | | | | contact email | +| | | | | address The | +| | | | | team manager | +| | | | | sends a request | +| | | | | to the Mobility | +| | | | | Primary Sales | +| | | | | Contact listed | +| | | | | in FaST. Note | +| | | | | the account | +| | | | | that the | +| | | | | request was | +| | | | | forwarded to | +| | | | | your team | +| | | | | manager. If it | +| | | | | is convenient | +| | | | | for the | +| | | | | customer, | +| | | | | remind them | +| | | | | they can visit | +| | | | | an AT&T Retail | +| | | | | store for | +| | | | | product/offer d | +| | | | | emonstrations.¶ | +| | | | | Premier | +| | | | | login/password | +| | | | | issues ¶ Use | +| | | | | the Premier CSR | +| | | | | Tool for | +| | | | | Premier | +| | | | | password resets | +| | | | | whenever | +| | | | | possible.Submit | +| | | | | a ticket | +| | | | | through PRC for | +| | | | | login/password | +| | | | | issues, as | +| | | | | necessary.For | +| | | | | further | +| | | | | information, | +| | | | | see:¶ Premier | +| | | | | Login | +| | | | | Assistance - | +| | | | | BCSPremier CSR¶ | +| | | | | ¶ Premier site | +| | | | | build requests | +| | | | | ¶ Submit a | +| | | | | ticket through | +| | | | | Business | +| | | | | Request | +| | | | | Center.Provide | +| | | | | the customer | +| | | | | with the ticket | +| | | | | number and | +| | | | | SLA.The | +| | | | | submitting | +| | | | | representative | +| | | | | contacts the | +| | | | | customer once | +| | | | | the ticket is | +| | | | | completed.Refer | +| | | | | to Business | +| | | | | Request | +| | | | | Center.¶ Sales | +| | | | | representative | +| | | | | is unresponsive | +| | | | | to customer | +| | | | | inquiries ¶ | +| | | | | Uncover the | +| | | | | customers | +| | | | | need:¶ If you | +| | | | | can resolve the | +| | | | | issue, assist | +| | | | | the customer | +| | | | | with their | +| | | | | request. There | +| | | | | is no need to | +| | | | | engage Sales.If | +| | | | | the issue | +| | | | | requires Sales | +| | | | | engagement, | +| | | | | proceed to the | +| | | | | next step.¶ | +| | | | | Involve to | +| | | | | Resolve. Submit | +| | | | | an email to | +| | | | | your team | +| | | | | manager. | +| | | | | Include:¶ ¶ ¶ | +| | | | | Reason for | +| | | | | requestCurrent | +| | | | | Sales represent | +| | | | | ativeSales mana | +| | | | | gerFoundation | +| | | | | account number | +| | | | | (FAN)Foundation | +| | | | | account | +| | | | | nameAccount | +| | | | | numberAccount | +| | | | | nameBusiness | +| | | | | physical | +| | | | | location (no PO | +| | | | | boxes)Business | +| | | | | owner/AOP | +| | | | | nameBusiness | +| | | | | owner/AOP | +| | | | | contact | +| | | | | numberBusiness | +| | | | | owner/AOP | +| | | | | contact email | +| | | | | address¶ ¶ ¶ | +| | | | | The team | +| | | | | manager follows | +| | | | | up with the | +| | | | | Mobility | +| | | | | Primary Sales | +| | | | | Contact listed | +| | | | | in FaST and | +| | | | | copies the next | +| | | | | person in the | +| | | | | chain of | +| | | | | command | +| | | | | (normally a | +| | | | | director | +| | | | | level):¶ The | +| | | | | chain of | +| | | | | command is | +| | | | | determined | +| | | | | using | +| | | | | Webphone.¶ | +| | | | | Note the | +| | | | | account that | +| | | | | the request was | +| | | | | forwarded to | +| | | | | your team | +| | | | | manager.¶ | +| | | | | Needs a seller | +| | | | | to create and | +| | | | | form an | +| | | | | agreement ¶ | +| | | | | Offer to create | +| | | | | the agreement | +| | | | | with the | +| | | | | customer.Let | +| | | | | the customer | +| | | | | know they can | +| | | | | apply online | +| | | | | for an AT&T | +| | | | | Mobile Business | +| | | | | Agreement; it | +| | | | | is convenient, | +| | | | | easy, and | +| | | | | quick.¶ The | +| | | | | customer can | +| | | | | fill out the | +| | | | | online | +| | | | | application, | +| | | | | bringing them | +| | | | | one step closer | +| | | | | to exclusive | +| | | | | savings and | +| | | | | benefits.¶ ¶ | +| | | | | Sales Supported | +| | | | | Requests¶ ¶ | +| | | | | Advanced | +| | | | | Solutions | +| | | | | Product Support | +| | | | | (Pre-sale) | +| | | | | Follow all call | +| | | | | handling | +| | | | | guidelines as | +| | | | | outlined in | +| | | | | BMAS Supported | +| | | | | Advanced | +| | | | | Solution | +| | | | | Product List. | +| | | | | Customer | +| | | | | requests their | +| | | | | own Sales | +| | | | | representative | +| | | | | For post-sales | +| | | | | supported | +| | | | | requests, | +| | | | | uncover the | +| | | | | customer's | +| | | | | needs and | +| | | | | reassure the | +| | | | | customer that | +| | | | | you can assist | +| | | | | with any post- | +| | | | | sales support | +| | | | | related | +| | | | | transactions. | +| | | | | There is no | +| | | | | need to engage | +| | | | | sales.¶ ¶ If | +| | | | | the customer | +| | | | | insists on | +| | | | | having their | +| | | | | own Sales | +| | | | | representative, | +| | | | | follow the pre- | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer is | +| | | | | not authorized, | +| | | | | per FaST, to | +| | | | | process | +| | | | | upgrade: ¶ ¶ | +| | | | | Advise the | +| | | | | customer that, | +| | | | | per their | +| | | | | company | +| | | | | profile, you | +| | | | | are unable to | +| | | | | process the | +| | | | | request, and | +| | | | | direct them to | +| | | | | their company's | +| | | | | AOP, TCM, or | +| | | | | day-to-day | +| | | | | contact. ¶ ¶ | +| | | | | ¶ ¶ ¶ ¶ | +| | | | | Source: | +| | | | | Content: | +| | | | | concerns on the | +| | | | | original issue | +| | | | | have been | +| | | | | addressed. | +| | | | | Communicate in | +| | | | | a concise and | +| | | | | clear manner | +| | | | | and ensure all | +| | | | | questions are | +| | | | | answered | +| | | | | throughout the | +| | | | | interaction. | +| | | | | Test the | +| | | | | resolution when | +| | | | | applicable. | +| | | | | Thoroughly | +| | | | | Educate | +| | | | | Proactively and | +| | | | | accurately set | +| | | | | expectations | +| | | | | for: ◦Next | +| | | | | billing | +| | | | | statement, when | +| | | | | applicable | +| | | | | Current billing | +| | | | | statement, when | +| | | | | applicable All | +| | | | | products and | +| | | | | services | +| | | | | Ensure the | +| | | | | customer knows | +| | | | | what will | +| | | | | happen next and | +| | | | | anticipate | +| | | | | future needs to | +| | | | | minimize repeat | +| | | | | contacts. | +| | | | | Promote, | +| | | | | educate, and | +| | | | | demonstrate the | +| | | | | benefits of | +| | | | | self-service. | +| | | | | Recommended | +| | | | | Customer | +| | | | | Interactions | +| | | | | Payment | +| | | | | arrangements | +| | | | | Suspend or | +| | | | | restore - The | +| | | | | phone is lost | +| | | | | or stolen | +| | | | | Upgrades | +| | | | | Account support | +| | | | | - Wi-Fi | +| | | | | Hotspots, Store | +| | | | | Locations, and | +| | | | | International | +| | | | | travel tips | +| | | | | View unbilled | +| | | | | voice and data | +| | | | | usage | +| | | | | Voicemail | +| | | | | Sincerely Thank | +| | | | | Ask for other | +| | | | | issues after | +| | | | | resolving the | +| | | | | customer's | +| | | | | initial issue | +| | | | | by saying, How | +| | | | | else can I help | +| | | | | you today? | +| | | | | Thank and show | +| | | | | appreciation | +| | | | | with a friendly | +| | | | | goodbye Brand | +| | | | | the call with | +| | | | | AT&T. | +| | | | | Examples: | +| | | | | Instead of Use | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], how else | +| | | | | may I assist | +| | | | | you today? | +| | | | | Thank you for | +| | | | | being the best | +| | | | | part of AT&T. | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], how else | +| | | | | may I assist | +| | | | | you today? | +| | | | | Thank for being | +| | | | | a valued | +| | | | | customer of | +| | | | | AT&T. We truly | +| | | | | appreciate your | +| | | | | business. Have | +| | | | | a great day. | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], how else | +| | | | | may I assist | +| | | | | you today? | +| | | | | Thank you for | +| | | | | calling AT&T. | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], how else | +| | | | | may I assist | +| | | | | you today? | +| | | | | Thank you for | +| | | | | choosing AT&T. | +| | | | | Additional | +| | | | | Information | +| | | | | Caller Not | +| | | | | Present or | +| | | | | Caller | +| | | | | Disconnected - | +| | | | | See Dropped | +| | | | | Call / Caller | +| | | | | Not Present - | +| | | | | BCSS. System | +| | | | | Downtime | +| | | | | Downtime is | +| | | | | when systems | +| | | | | are slow or | +| | | | | down. Be | +| | | | | positive when | +| | | | | explaining | +| | | | | downtime to the | +| | | | | customer and | +| | | | | use the | +| | | | | appropriate | +| | | | | verbiage. See | +| | | | | your department | +| | | | | 's system | +| | | | | downtime policy | +| | | | | for more | +| | | | | information. | +| | | | | Examples: Thank | +| | | | | you for your | +| | | | | patience, while | +| | | | | my systems | +| | | | | update. Thank | +| | | | | you for your | +| | | | | patience. I'm | +| | | | | working on your | +| | | | | request. | +| | | | | Source: | +| | | | | Content: | +| | | | | Offer to | +| | | | | transfer the | +| | | | | customer to | +| | | | | your team | +| | | | | manager's voice | +| | | | | mail.Provide | +| | | | | your team | +| | | | | manager's | +| | | | | e-mail address | +| | | | | if the customer | +| | | | | insists on | +| | | | | sending an | +| | | | | e-mail.¶ Wants | +| | | | | the direct | +| | | | | number to the | +| | | | | president or | +| | | | | president's | +| | | | | office and | +| | | | | continues to | +| | | | | ask for the | +| | | | | president or | +| | | | | president's | +| | | | | direct office | +| | | | | number. ¶ Do | +| | | | | not tell the | +| | | | | customer you | +| | | | | are unable to | +| | | | | provide the | +| | | | | number:¶ ¶ | +| | | | | Ask if you can | +| | | | | place the | +| | | | | customer on | +| | | | | hold.Escalate | +| | | | | this call to a | +| | | | | Team Manager¶ | +| | | | | Harassing Calls | +| | | | | Procedure. | +| | | | | Account Notes¶ | +| | | | | ¶ For more | +| | | | | information, | +| | | | | see Account | +| | | | | Notes. ¶ ¶ | +| | | | | System Downtime | +| | | | | and Latency | +| | | | | Expectations ¶ | +| | | | | ¶ Definitions¶ | +| | | | | ¶ ¶ | +| | | | | Downtime: A | +| | | | | period of time | +| | | | | when systems | +| | | | | are down or | +| | | | | unusable | +| | | | | Latency: A | +| | | | | period of time | +| | | | | when the | +| | | | | systems are | +| | | | | externally slow | +| | | | | and almost | +| | | | | unresponsive | +| | | | | System Outage | +| | | | | and Latency | +| | | | | Reporting | +| | | | | Process¶ ¶ ¶ | +| | | | | When | +| | | | | encountering | +| | | | | system downtime | +| | | | | or latency:¶ ¶ | +| | | | | Report the | +| | | | | issue to your | +| | | | | team manager. | +| | | | | Refer to System | +| | | | | Outage and | +| | | | | Latency | +| | | | | Reporting - BCS | +| | | | | :¶ ¶ SSO | +| | | | | Only: Submit a | +| | | | | ROME HD issue | +| | | | | ticket request | +| | | | | or YODA User | +| | | | | Self Help (USH) | +| | | | | ticket for | +| | | | | these systems.¶ | +| | | | | Be positive | +| | | | | when explaining | +| | | | | system downtime | +| | | | | or latency to | +| | | | | the customer; | +| | | | | using | +| | | | | appropriate | +| | | | | language. Some | +| | | | | suggested | +| | | | | examples | +| | | | | include:¶ | +| | | | | While my system | +| | | | | is accessing | +| | | | | your account, | +| | | | | how may I | +| | | | | help/assist you | +| | | | | today?Our | +| | | | | systems are in | +| | | | | the process of | +| | | | | updating your | +| | | | | information. Is | +| | | | | there anything | +| | | | | else I can | +| | | | | assist you with | +| | | | | while we wait | +| | | | | for the updates | +| | | | | to complete?I | +| | | | | have limited | +| | | | | access to your | +| | | | | account, but I | +| | | | | can still | +| | | | | assist you. How | +| | | | | may I help you | +| | | | | today?¶ Avoid | +| | | | | the following | +| | | | | phrases as | +| | | | | negative | +| | | | | responses to | +| | | | | system | +| | | | | downtime:¶ | +| | | | | System | +| | | | | crash.System is | +| | | | | slow.System is | +| | | | | down.System is | +| | | | | failing.I | +| | | | | cannot help you | +| | | | | right now.The | +| | | | | system is down | +| | | | | a lot. We have | +| | | | | been having | +| | | | | issues with our | +| | | | | system.¶ | +| | | | | Individual | +| | | | | System Issues¶ | +| | | | | ¶ ¶ Work | +| | | | | with your team | +| | | | | manager on how | +| | | | | to best assist | +| | | | | the customer if | +| | | | | you run into | +| | | | | situations | +| | | | | where only you | +| | | | | have the system | +| | | | | issue. The | +| | | | | team manager | +| | | | | decides if the | +| | | | | best resolution | +| | | | | to assist the | +| | | | | customer is a | +| | | | | call back to | +| | | | | the customer | +| | | | | once your | +| | | | | system issues | +| | | | | are resolved, | +| | | | | or a transfer | +| | | | | back into the | +| | | | | queue for | +| | | | | immediate | +| | | | | assistance. | +| | | | | Team manager | +| | | | | approval is | +| | | | | required to | +| | | | | warm transfer a | +| | | | | customer back | +| | | | | into the NSC | +| | | | | queue. Notate | +| | | | | the account | +| | | | | based on the | +| | | | | team manager's | +| | | | | decision.¶ ¶ | +| | | | | For additional | +| | | | | details if Opus | +| | | | | is down, is | +| | | | | down, see OPUS | +| | | | | Contingency/Sys | +| | | | | tem | +| | | | | Errors/Outages | +| | | | | - BCS.¶ Source: | ++----+--------------+----------------+----------------+-------------------+ +| 8 | [] | What should | AI response: | Content: | +| | | the customer | I don't | Reminders! | +| | | do if they | know. | Date of Birth | +| | | need to | | and Drivers | +| | | update an | | License updates | +| | | expiration | | must be | +| | | date on a | | processed in a | +| | | credit card | | Retail | +| | | in AutoPay | | location. | +| | | or re-attach | | Special | +| | | the last | | characters: | +| | | credit card | | Valid | +| | | number | | characters are | +| | | enrolled in | | numerals (1-9), | +| | | AutoPay? | | alphabetical | +| | | | | letters (a-z), | +| | | | | apostrophes | +| | | | | ('), | +| | | | | underscores | +| | | | | (_), and | +| | | | | spaces. Avoid | +| | | | | the pipe | +| | | | | character (|), | +| | | | | comma (,), | +| | | | | semicolon (;), | +| | | | | colon (:), and | +| | | | | hyphen (-). | +| | | | | Links not | +| | | | | available? Some | +| | | | | articles are | +| | | | | restricted to | +| | | | | specific | +| | | | | profiles. | +| | | | | Contact Number | +| | | | | Change | Email | +| | | | | Address Change | +| | | | | | Name Change | | +| | | | | Password / | +| | | | | Passcode Change | +| | | | | | Social | +| | | | | Security Number | +| | | | | / Tax ID Change | +| | | | | Address Change | +| | | | | What I Need to | +| | | | | Know Account | +| | | | | must be at | +| | | | | least 31 days | +| | | | | old and the | +| | | | | first bill | +| | | | | paid. | +| | | | | Exception: | +| | | | | Typos or a | +| | | | | verified AT&T | +| | | | | employee error. | +| | | | | Changes on | +| | | | | accounts less | +| | | | | than 31 days | +| | | | | old must be | +| | | | | requested by a | +| | | | | FAN Contact. | +| | | | | PCN must be | +| | | | | sent to the | +| | | | | requestor. | +| | | | | End-users can | +| | | | | change a | +| | | | | billing address | +| | | | | if authorized | +| | | | | FaST. | +| | | | | Government | +| | | | | accounts bill | +| | | | | directly to the | +| | | | | government | +| | | | | agency. | +| | | | | Never change to | +| | | | | an end-user's | +| | | | | home address. | +| | | | | FAN-level | +| | | | | address can | +| | | | | only be changed | +| | | | | by DD/DM/TCMs | +| | | | | and the Account | +| | | | | Team. | +| | | | | Exception | +| | | | | verbiage in | +| | | | | FaST | +| | | | | authorizing | +| | | | | additional | +| | | | | individuals | +| | | | | must be | +| | | | | specific to | +| | | | | Profile address | +| | | | | changes, not | +| | | | | just address | +| | | | | changes in | +| | | | | general. | +| | | | | Business | +| | | | | Combined Bill: | +| | | | | Transfer Small | +| | | | | Business to | +| | | | | wired. | +| | | | | Transfer ACDA | +| | | | | per your | +| | | | | departments | +| | | | | call transfer | +| | | | | matrix. | +| | | | | PPU address | +| | | | | determines how | +| | | | | taxes are | +| | | | | calculated for | +| | | | | the subscriber. | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know Change | +| | | | | is effective | +| | | | | immediately. | +| | | | | AT&T sends a | +| | | | | CPNI | +| | | | | notification | +| | | | | when the | +| | | | | billing address | +| | | | | is changed: | +| | | | | Sent via email, | +| | | | | SMS, or USPS | +| | | | | letter and may | +| | | | | take up to 48 | +| | | | | hours to be | +| | | | | sent. | +| | | | | Automatic | +| | | | | updates can | +| | | | | occur without | +| | | | | them requesting | +| | | | | it: USPS | +| | | | | provides | +| | | | | changes via an | +| | | | | Address Change | +| | | | | Service Feed or | +| | | | | the USPS | +| | | | | report. See | +| | | | | Address Change | +| | | | | - USPS | +| | | | | Compliance. | +| | | | | Procedures | +| | | | | Billing Address | +| | | | | Send a one-time | +| | | | | PIN per One- | +| | | | | Time PIN - | +| | | | | BCSS. If | +| | | | | unable to | +| | | | | validate, the | +| | | | | change cannot | +| | | | | be processed. | +| | | | | Change the | +| | | | | address in | +| | | | | OPUS. See View | +| | | | | / Pay Bill / | +| | | | | AutoPay / | +| | | | | Payment | +| | | | | Arrangement - | +| | | | | OPUS - | +| | | | | Business. FAN- | +| | | | | level Address | +| | | | | Send a one-time | +| | | | | PIN per One- | +| | | | | Time PIN - | +| | | | | BCSS. If | +| | | | | unable to | +| | | | | validate, the | +| | | | | change cannot | +| | | | | be processed. | +| | | | | Follow FAN | +| | | | | Profile Updates | +| | | | | - FaST - BCSS. | +| | | | | PPU Address | +| | | | | See View / Pay | +| | | | | Bill / AutoPay | +| | | | | / Payment | +| | | | | Arrangement - | +| | | | | OPUS - | +| | | | | Business. Back | +| | | | | to Top Contact | +| | | | | Number Change | +| | | | | What I Need to | +| | | | | Know End-users | +| | | | | can update | +| | | | | their contact | +| | | | | numbers when | +| | | | | User Info | +| | | | | Change is | +| | | | | listed in FaST, | +| | | | | or allowed in | +| | | | | the Caller | +| | | | | Access Levels - | +| | | | | CRU Mobility. | +| | | | | If a contact | +| | | | | number is being | +| | | | | deleted | +| | | | | completely, | +| | | | | leave the field | +| | | | | blank or enter | +| | | | | all 1s, 9s, or | +| | | | | 0s. No other | +| | | | | numbers or | +| | | | | combinations of | +| | | | | numbers may be | +| | | | | used. Do not | +| | | | | proactively add | +| | | | | the customer's | +| | | | | wireless | +| | | | | numbers as | +| | | | | contact | +| | | | | numbers. | +| | | | | Exception: If | +| | | | | the customer | +| | | | | insists their | +| | | | | wireless number | +| | | | | is their only | +| | | | | contact number, | +| | | | | you may list it | +| | | | | as the business | +| | | | | contact number | +| | | | | on the account. | +| | | | | BME Collections | +| | | | | see Incoming | +| | | | | Call Handling - | +| | | | | BME | +| | | | | Collections. | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know Change | +| | | | | is effective | +| | | | | immediately. | +| | | | | Procedures FAN | +| | | | | Contact's | +| | | | | number listed | +| | | | | in FaST: FAN | +| | | | | Profile Updates | +| | | | | - FaST - BCSS. | +| | | | | Back to Top | +| | | | | Email Address | +| | | | | Change What I | +| | | | | Need to Know | +| | | | | Accounts must | +| | | | | be at least 31 | +| | | | | days old before | +| | | | | the BAN-level | +| | | | | email address | +| | | | | can be updated. | +| | | | | One-Time PIN | +| | | | | validation | +| | | | | required prior | +| | | | | to updating | +| | | | | BAN-/FAN-level | +| | | | | email address. | +| | | | | New email | +| | | | | address domain | +| | | | | must match the | +| | | | | domain listed | +| | | | | in FaST. FAN- | +| | | | | level email | +| | | | | address: Can | +| | | | | only be updated | +| | | | | by the | +| | | | | DD/DM/TCM. | +| | | | | AOPs may update | +| | | | | their own email | +| | | | | address. Do | +| | | | | not use a dummy | +| | | | | email address | +| | | | | (none@att.com). | +| | | | | Do not use an | +| | | | | email address | +| | | | | for an existing | +| | | | | contact | +| | | | | (AOP/TCM). | +| | | | | If the contact | +| | | | | does not have | +| | | | | an individual | +| | | | | email address | +| | | | | (uses a shared | +| | | | | mailbox, or the | +| | | | | DD’s email | +| | | | | address), set | +| | | | | expectations | +| | | | | that emails | +| | | | | containing the | +| | | | | FAN Contact PIN | +| | | | | will be sent to | +| | | | | the shared | +| | | | | mailbox/email | +| | | | | address. | +| | | | | BAN-level email | +| | | | | address Source: | +| | | | | Content: . Let | +| | | | | the customer | +| | | | | know that | +| | | | | payment | +| | | | | information | +| | | | | collection will | +| | | | | be performed by | +| | | | | a Secure Data | +| | | | | Collection | +| | | | | feature that | +| | | | | will protect | +| | | | | the customer's | +| | | | | sensitive | +| | | | | personal | +| | | | | information. | +| | | | | The customer | +| | | | | may elect | +| | | | | either the | +| | | | | Credit Card or | +| | | | | ACH Payment | +| | | | | option. Note: | +| | | | | ACH payment | +| | | | | option will | +| | | | | only show for | +| | | | | FFL | +| | | | | (Fulfillment) | +| | | | | Orders. The | +| | | | | customer may | +| | | | | also choose to | +| | | | | sign up for | +| | | | | Auto Bill Pay | +| | | | | using this | +| | | | | feature. Note: | +| | | | | Auto Bill Pay | +| | | | | MUST be an on- | +| | | | | file Credit | +| | | | | Card or ACH | +| | | | | account. | +| | | | | Billing Address | +| | | | | on the order | +| | | | | must match the | +| | | | | Billing Address | +| | | | | of the Credit | +| | | | | Card used for | +| | | | | ABP.  In the | +| | | | | DIRECTV Payment | +| | | | | Information | +| | | | | section of the | +| | | | | call flow, | +| | | | | click on the | +| | | | | "Refresh Secure | +| | | | | Data Link." | +| | | | | Customer will | +| | | | | receive text | +| | | | | and email | +| | | | | message to | +| | | | | click a link | +| | | | | that opens web | +| | | | | page for Credit | +| | | | | Card Payment | +| | | | | (if Web Page | +| | | | | left open it | +| | | | | will auto | +| | | | | load). | +| | | | | Customer | +| | | | | provides the | +| | | | | required | +| | | | | information and | +| | | | | submits to | +| | | | | complete.  | +| | | | | Advise the | +| | | | | customer: The | +| | | | | charge | +| | | | | card/checking | +| | | | | account | +| | | | | information you | +| | | | | provided today | +| | | | | will be placed | +| | | | | on file and | +| | | | | kept secure to | +| | | | | make payments. | +| | | | | This | +| | | | | card/account | +| | | | | may also be | +| | | | | used for any | +| | | | | unpaid | +| | | | | balances, | +| | | | | including early | +| | | | | cancellation | +| | | | | fees if your | +| | | | | DIRECTV/AT&T | +| | | | | service is | +| | | | | discontinued. | +| | | | | 12 Schedule | +| | | | | the | +| | | | | installation. | +| | | | | Prior to | +| | | | | selecting an | +| | | | | installation | +| | | | | date, advise | +| | | | | the customer: | +| | | | | Satellite dish | +| | | | | is required for | +| | | | | this service. | +| | | | | Electrical | +| | | | | power must be | +| | | | | on at locations | +| | | | | and TVs set up. | +| | | | | Onsite contact | +| | | | | must be18 years | +| | | | | or older and | +| | | | | available for | +| | | | | day of | +| | | | | installation. | +| | | | | Landlord | +| | | | | permission form | +| | | | | must be | +| | | | | completed and | +| | | | | submitted | +| | | | | before | +| | | | | installation of | +| | | | | satellite dish. | +| | | | | Refer to | +| | | | | DIRECTV FOR | +| | | | | BUSINESS | +| | | | | Standard | +| | | | | Installation - | +| | | | | BCSS for | +| | | | | general | +| | | | | installation | +| | | | | details. If | +| | | | | the above items | +| | | | | are not | +| | | | | completed | +| | | | | service may not | +| | | | | be installed on | +| | | | | the original | +| | | | | negotiated | +| | | | | date. 13 Set | +| | | | | expectations. | +| | | | | Validate | +| | | | | service | +| | | | | address. | +| | | | | Confirm package | +| | | | | and monthly | +| | | | | rate. Number | +| | | | | and type of | +| | | | | Receivers (HD | +| | | | | vs DVR)/cost. | +| | | | | Advise customer | +| | | | | an order | +| | | | | confirmation | +| | | | | email will be | +| | | | | sent to the | +| | | | | email address | +| | | | | provided on the | +| | | | | order. Email | +| | | | | summarizes the | +| | | | | first months' | +| | | | | charges, which | +| | | | | does not | +| | | | | include any | +| | | | | discounts. | +| | | | | Bill cycle date | +| | | | | is the date of | +| | | | | installation | +| | | | | and activation | +| | | | | of programming. | +| | | | | A DIRECTV/AT&T | +| | | | | representative | +| | | | | will contact | +| | | | | them within 48 | +| | | | | hours of order | +| | | | | placement to | +| | | | | confirm the | +| | | | | order and | +| | | | | installation | +| | | | | appointment. | +| | | | | Complex Order | +| | | | | Procedures | +| | | | | Click the | +| | | | | Complex & L&I | +| | | | | Referral | +| | | | | button. Complex | +| | | | | & L&I Button - | +| | | | | Screenshot | +| | | | | Submit the | +| | | | | order. A | +| | | | | confirmation | +| | | | | screen | +| | | | | displays. | +| | | | | Confirmation | +| | | | | Screen - | +| | | | | Screenshot The | +| | | | | complex order | +| | | | | support team | +| | | | | contacts the | +| | | | | customer and | +| | | | | creates a quote | +| | | | | within 2 | +| | | | | business days. | +| | | | | Reminder: | +| | | | | Complex orders | +| | | | | take longer and | +| | | | | may range from | +| | | | | a few weeks to | +| | | | | a few months. | +| | | | | Additional | +| | | | | Resources | +| | | | | Resource | +| | | | | Supported | +| | | | | Requests | +| | | | | Contact Details | +| | | | | DIRECTV | +| | | | | Connected | +| | | | | Communities | +| | | | | (MDU | +| | | | | Properties) - | +| | | | | Inside Sales & | +| | | | | Service Only | +| | | | | Multi-dwelling | +| | | | | units Email | +| | | | | Jacob Wilson | +| | | | | (JW658G), AT&T | +| | | | | MDU Sales | +| | | | | Manager | +| | | | | DIRECTV FOR | +| | | | | BUSINESS Care | +| | | | | Billing and | +| | | | | programming | +| | | | | questions | +| | | | | (active | +| | | | | customers only) | +| | | | | 888.388.4249 | +| | | | | DIRECTV FOR | +| | | | | BUSINESS | +| | | | | National | +| | | | | Account Support | +| | | | | - Inside Sales | +| | | | | & Service Only | +| | | | | Ordering and | +| | | | | care for | +| | | | | DIRECTV FOR | +| | | | | BUSINESS | +| | | | | National | +| | | | | Accounts New | +| | | | | Accounts - | +| | | | | submit in | +| | | | | SARAPlus as a | +| | | | | complex | +| | | | | referral.  | +| | | | | Care for | +| | | | | Existing | +| | | | | Accounts call: | +| | | | | 800.496.4915 or | +| | | | | Email: national | +| | | | | accounts@att.co | +| | | | | m DIRECTV | +| | | | | Support Line | +| | | | | Internal | +| | | | | DIRECTV support | +| | | | | group assisting | +| | | | | with questions | +| | | | | about: | +| | | | | Marketing | +| | | | | promotions | +| | | | | Pricing and | +| | | | | packaging | +| | | | | Order search | +| | | | | Order Status | +| | | | | Update on | +| | | | | Complex, GOV, | +| | | | | or L&I | +| | | | | Opportunity | +| | | | | Order Numbers | +| | | | | Order modificat | +| | | | | ions/cancellati | +| | | | | on | +| | | | | Installation | +| | | | | appointments | +| | | | | Order error | +| | | | | messages | +| | | | | Pushing stuck | +| | | | | orders through | +| | | | | the system | +| | | | | Escalate an | +| | | | | order issue | +| | | | | Escalate an | +| | | | | installation | +| | | | | date Account | +| | | | | type | +| | | | | determination | +| | | | | Account status | +| | | | | Ongoing | +| | | | | customer | +| | | | | equipment | +| | | | | support and | +| | | | | service Home | +| | | | | based business | +| | | | | policy Sales | +| | | | | Express | +| | | | | navigation and | +| | | | | issues Non- | +| | | | | Supported | +| | | | | requests | +| | | | | include: | +| | | | | Compensation | +| | | | | questions or | +| | | | | information | +| | | | | Sales credit | +| | | | | Government bids | +| | | | | - send those to | +| | | | | g07110@directv. | +| | | | | com U-verse | +| | | | | orders Mobile | +| | | | | account | +| | | | | questions | +| | | | | Standard | +| | | | | turnaround for | +| | | | | support | +| | | | | inquiries to | +| | | | | the Batline is | +| | | | | 24 business | +| | | | | hours. Monday | +| | | | | - Friday, 9 a.m | +| | | | | - 8 p.m ET | +| | | | | 877.467.6576 > | +| | | | | Option 2 | +| | | | | Email: dtvbatli | +| | | | | ne@att.com MS | +| | | | | Teams Chat | +| | | | | If you are not | +| | | | | automatically | +| | | | | added to the | +| | | | | Chat Room, send | +| | | | | an email with | +| | | | | your name | +| | | | | Source: | +| | | | | Content: | +| | | | | expectations.¶ | +| | | | | Credit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OPUS - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with the | +| | | | | Oracle Customer | +| | | | | Number:¶ | +| | | | | Ensure the | +| | | | | Oracle Customer | +| | | | | Number | +| | | | | (formerly | +| | | | | Compass ID) is | +| | | | | correct by | +| | | | | validating it | +| | | | | in FaST.Remove | +| | | | | the Oracle | +| | | | | Customer Number | +| | | | | that starts | +| | | | | with a K and | +| | | | | continue with | +| | | | | the order. ¶ | +| | | | | Equipment | +| | | | | Payment Options | +| | | | | - BCSS . Always | +| | | | | ship the | +| | | | | equipment to | +| | | | | the billing | +| | | | | address.¶ If | +| | | | | the customer | +| | | | | requests | +| | | | | another | +| | | | | address, follow | +| | | | | the rules as | +| | | | | shown in the | +| | | | | Shipping | +| | | | | Equipment to an | +| | | | | Alternate | +| | | | | Shipping | +| | | | | address section | +| | | | | of Shipping | +| | | | | Rules and | +| | | | | Guidelines. ¶ | +| | | | | If OPUS returns | +| | | | | a 7-10 day | +| | | | | shipping SLA, | +| | | | | the device is | +| | | | | on back order. | +| | | | | Provide the | +| | | | | customer with | +| | | | | the following | +| | | | | options:¶ | +| | | | | Select a | +| | | | | different | +| | | | | handset.Refer | +| | | | | to alternative | +| | | | | sales channel | +| | | | | that might have | +| | | | | the device in | +| | | | | stock. If you | +| | | | | refer to a | +| | | | | retail store, | +| | | | | provide the | +| | | | | hours of | +| | | | | operation and | +| | | | | check FaST to | +| | | | | make sure the | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail.Complete | +| | | | | the order. | +| | | | | There is no way | +| | | | | to provide an | +| | | | | estimated date | +| | | | | on when the | +| | | | | device will be | +| | | | | back in stock.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | email address | +| | | | | at the checkout | +| | | | | screen, so the | +| | | | | customer | +| | | | | receives order | +| | | | | details | +| | | | | (including | +| | | | | quantity) and | +| | | | | shipping/back- | +| | | | | order | +| | | | | status.Provide | +| | | | | the customer | +| | | | | with the last | +| | | | | five or six | +| | | | | digits of the | +| | | | | order number | +| | | | | after the | +| | | | | O.Close the | +| | | | | call and leave | +| | | | | the following | +| | | | | required note | +| | | | | in Clarify: | +| | | | | Unable to | +| | | | | complete | +| | | | | standard | +| | | | | upgrade due to | +| | | | | conflicts. | +| | | | | Equipment was | +| | | | | ordered through | +| | | | | Product Only | +| | | | | Flow after | +| | | | | using the | +| | | | | Upgrade | +| | | | | Exception | +| | | | | button and redo | +| | | | | attempt failed | +| | | | | to resolve | +| | | | | conflict error. | +| | | | | ¶ Set Upgrade | +| | | | | Expectations¶ | +| | | | | Inform the | +| | | | | customer of the | +| | | | | shipping | +| | | | | carrier and | +| | | | | fee.Provide the | +| | | | | shipping cost | +| | | | | Source: | +| | | | | Content: | +| | | | | AT&T Payment | +| | | | | Link will load | +| | | | | in a new tab. | +| | | | | See Screenshot | +| | | | | Step 3 | +| | | | | 4 Read this | +| | | | | statement to | +| | | | | the customer to | +| | | | | gain consent: | +| | | | | Option to | +| | | | | text:"May I | +| | | | | have a phone | +| | | | | number to send | +| | | | | you a text with | +| | | | | a link to enter | +| | | | | your payment | +| | | | | information for | +| | | | | today’s transac | +| | | | | tion?"Option to | +| | | | | email: “May I | +| | | | | have an email | +| | | | | address to send | +| | | | | you an email | +| | | | | with a link to | +| | | | | enter your | +| | | | | payment | +| | | | | information for | +| | | | | today’s | +| | | | | transaction?” | +| | | | | If the customer | +| | | | | agrees, leave a | +| | | | | note on the | +| | | | | account, | +| | | | | confirming | +| | | | | consent and the | +| | | | | telephone | +| | | | | number / email | +| | | | | Option to text: | +| | | | | Enter the phone | +| | | | | number (do not | +| | | | | include spaces | +| | | | | or dashes) in | +| | | | | the field on | +| | | | | the top right | +| | | | | corner of the | +| | | | | screen and | +| | | | | click connect. | +| | | | | Option to | +| | | | | email: Click | +| | | | | the Envelope | +| | | | | icon on the top | +| | | | | right corner | +| | | | | Enter the | +| | | | | customer’s | +| | | | | email address | +| | | | | and click | +| | | | | connect.  | +| | | | | If the customer | +| | | | | declines or is | +| | | | | not able to use | +| | | | | this solution, | +| | | | | reach out to | +| | | | | your manager or | +| | | | | complete the | +| | | | | SPI Order Form | +| | | | | for assistance. | +| | | | | See Screenshot | +| | | | | Step 4 TextSee | +| | | | | Screenshot Step | +| | | | | 4 Email | +| | | | | 5 Select | +| | | | | OK.See | +| | | | | Screenshot Step | +| | | | | 5 6 | +| | | | | The customer | +| | | | | will then open | +| | | | | the link sent | +| | | | | in the text | +| | | | | message/email. | +| | | | | Once the screen | +| | | | | launches, ask | +| | | | | the customer to | +| | | | | read | +| | | | | aloud/confirm | +| | | | | the Token they | +| | | | | see on their | +| | | | | screen, as you | +| | | | | compare it to | +| | | | | the Token you | +| | | | | are viewing on | +| | | | | your screen. | +| | | | | Confirm they | +| | | | | are the same. | +| | | | | Then, select | +| | | | | Screens. See | +| | | | | Screenshot Step | +| | | | | 6 7 | +| | | | | Select Make | +| | | | | Payment. See | +| | | | | Screenshot Step | +| | | | | 7 8 Then | +| | | | | select the blue | +| | | | | arrow > to send | +| | | | | the payment | +| | | | | screen to the | +| | | | | customer. See | +| | | | | Screenshot Step | +| | | | | 8 9 | +| | | | | Customer enters | +| | | | | their payment | +| | | | | information and | +| | | | | selects Submit. | +| | | | | 10 When | +| | | | | the customer | +| | | | | submits their | +| | | | | information, a | +| | | | | success message | +| | | | | will display | +| | | | | for the | +| | | | | representative | +| | | | | and customer. | +| | | | | Select End | +| | | | | Session See | +| | | | | Screenshot Step | +| | | | | 10 11 | +| | | | | From the OPUS | +| | | | | screen tab, | +| | | | | select Retrieve | +| | | | | Payment Info. | +| | | | | The encrypted | +| | | | | payment | +| | | | | information | +| | | | | will populate | +| | | | | on screen in | +| | | | | the respective | +| | | | | fields. See | +| | | | | Screenshot Step | +| | | | | 11 12 | +| | | | | Read the | +| | | | | payment terms | +| | | | | with the | +| | | | | customer. | +| | | | | Select Yes to | +| | | | | confirm that | +| | | | | the customer | +| | | | | agrees to the | +| | | | | terms. Then, | +| | | | | select Next. | +| | | | | Continue with | +| | | | | the call. | +| | | | | See Screenshot | +| | | | | Step 12 Bill | +| | | | | Payment/AutoPay | +| | | | | Step by step | +| | | | | grid for Bill | +| | | | | Payment | +| | | | | 1 Launch | +| | | | | OPUS using | +| | | | | Internet | +| | | | | Explorer. OPUS | +| | | | | Summary | +| | | | | View: From the | +| | | | | Customer | +| | | | | Summary in | +| | | | | OPUS, under the | +| | | | | Payment Info | +| | | | | section, click | +| | | | | Pay>. See Step | +| | | | | 1a | +| | | | | ScreenshotOPUS | +| | | | | Links View: | +| | | | | From the | +| | | | | Customer | +| | | | | Summary in | +| | | | | OPUS, under | +| | | | |  the Payment | +| | | | | Info section, | +| | | | | click Pay | +| | | | | Current | +| | | | | Balance. See | +| | | | | Step 1b | +| | | | | Screenshot | +| | | | | 2 Select the | +| | | | | payment amount, | +| | | | | payment date | +| | | | | and payment | +| | | | | method. | +| | | | | 3 HEADS | +| | | | | UP: Before | +| | | | | sending the | +| | | | | AT&T Payment | +| | | | | link, ask | +| | | | | customer to | +| | | | | have their | +| | | | | credit or debit | +| | | | | card available. | +| | | | | If the customer | +| | | | | does not have | +| | | | | their card | +| | | | | ready, the link | +| | | | | can time out. | +| | | | | This will | +| | | | | result in | +| | | | | having to start | +| | | | | the process | +| | | | | over again. | +| | | | | Select Send a | +| | | | | link to launch | +| | | | | AT&T Payment | +| | | | | Link. AT&T | +| | | | | Payment Link | +| | | | | will load in a | +| | | | | new tab. See | +| | | | | Step 3 | +| | | | | Screenshot | +| | | | | 4 Read this | +| | | | | statement to | +| | | | | the customer to | +| | | | | gain consent: | +| | | | | Option to | +| | | | | text:"May I | +| | | | | have a phone | +| | | | | number to send | +| | | | | you a text with | +| | | | | a link to enter | +| | | | | your payment | +| | | | | information for | +| | | | | today’s transac | +| | | | | tion?"Option to | +| | | | | email: “May I | +| | | | | have an email | +| | | | | address to send | +| | | | | you an email | +| | | | | with a link to | +| | | | | enter your | +| | | | | payment | +| | | | | information for | +| | | | | today’s | +| | | | | transaction?” | +| | | | | If the customer | +| | | | | agrees, leave a | +| | | | | note on the | +| | | | | account, | +| | | | | confirming | +| | | | | consent and the | +| | | | | telephone | +| | | | | number / email | +| | | | | Option to text: | +| | | | | Enter the phone | +| | | | | number (do not | +| | | | | include spaces | +| | | | | or dashes) in | +| | | | | the field on | +| | | | | the top right | +| | | | | corner of the | +| | | | | screen and | +| | | | | click connect. | +| | | | | Option to | +| | | | | email: Click | +| | | | | the Envelope | +| | | | | icon on the top | +| | | | | right corner | +| | | | | Enter Source: | +| | | | | Content: the | +| | | | | customer’s | +| | | | | email address | +| | | | | and click | +| | | | | connect.  | +| | | | | If the customer | +| | | | | declines or is | +| | | | | not able to use | +| | | | | this solution, | +| | | | | reach out to | +| | | | | your manager or | +| | | | | complete the | +| | | | | SPI Order Form | +| | | | | for assistance. | +| | | | | See Screenshot | +| | | | | Step 4 TextSee | +| | | | | Screenshot Step | +| | | | | 4 Email | +| | | | | 5 Select | +| | | | | OK.See | +| | | | | Screenshot Step | +| | | | | 5 6 | +| | | | | The customer | +| | | | | will then open | +| | | | | the link sent | +| | | | | in the text | +| | | | | message/email. | +| | | | | Once the screen | +| | | | | launches, ask | +| | | | | the customer to | +| | | | | read | +| | | | | aloud/confirm | +| | | | | the Token they | +| | | | | see on their | +| | | | | screen, as you | +| | | | | compare it to | +| | | | | the Token you | +| | | | | are viewing on | +| | | | | your screen. | +| | | | | Confirm they | +| | | | | are the same. | +| | | | | Then, select | +| | | | | Screens. See | +| | | | | Screenshot Step | +| | | | | 6 7 | +| | | | | Select Make | +| | | | | Payment. See | +| | | | | Screenshot Step | +| | | | | 7 8 Then | +| | | | | select the blue | +| | | | | arrow > to send | +| | | | | the payment | +| | | | | screen to the | +| | | | | customer. See | +| | | | | Screenshot Step | +| | | | | 8 9 Ask | +| | | | | the customer to | +| | | | | enter their | +| | | | | payment | +| | | | | information and | +| | | | | then select | +| | | | | submit.  | +| | | | | See: Customer | +| | | | | View Screenshot | +| | | | | 10 When | +| | | | | the customer | +| | | | | submits their | +| | | | | information, a | +| | | | | success message | +| | | | | will display | +| | | | | for the | +| | | | | representative | +| | | | | and customer. | +| | | | | Select End | +| | | | | Session See | +| | | | | Screenshot Step | +| | | | | 10 11 | +| | | | | From the OPUS | +| | | | | screen tab, | +| | | | | select Retrieve | +| | | | | Payment Info. | +| | | | | The masked | +| | | | | payment | +| | | | | information | +| | | | | will populate | +| | | | | on screen in | +| | | | | the respective | +| | | | | fields. See | +| | | | | Step 11 | +| | | | | Screenshot | +| | | | | 12 If | +| | | | | applicable, | +| | | | | select "Save | +| | | | | the Payment for | +| | | | | future use", | +| | | | | "Enroll | +| | | | | customer in | +| | | | | Autopay" or | +| | | | | "Split Payment" | +| | | | | checkbox. | +| | | | | 13 Select | +| | | | | Review Payment. | +| | | | | Read the | +| | | | | payment terms | +| | | | | and conditions | +| | | | | to the | +| | | | | customer. | +| | | | | Select the | +| | | | | checkbox. | +| | | | | Select Submit | +| | | | | Payment. | +| | | | | Continue with | +| | | | | the call. | +| | | | | See Step 13 Scr | +| | | | | eenshotHEADS | +| | | | | UP: For | +| | | | | standalone | +| | | | | AutoPay | +| | | | | enrollment | +| | | | | (without taking | +| | | | | a payment), go | +| | | | | to View / Pay | +| | | | | Bill / AutoPay | +| | | | | / Payment | +| | | | | Arrangement - | +| | | | | OPUS - Business | +| | | | | > Select Enroll | +| | | | | in AutoPay | +| | | | | Without Taking | +| | | | | a Payment. | +| | | | | Credit Check | +| | | | | Step by step | +| | | | | grid for Credit | +| | | | | Check 1 | +| | | | | After verifying | +| | | | | the customer in | +| | | | | Clarify, | +| | | | | perform all | +| | | | | steps within | +| | | | | OPUS to access | +| | | | | the Credit | +| | | | | Check screen. | +| | | | | Read the credit | +| | | | | disclosure to | +| | | | | the customer. | +| | | | | Once you’ve | +| | | | | gained consent | +| | | | | from the | +| | | | | customer to | +| | | | | perform a | +| | | | | credit check, | +| | | | | select Send a | +| | | | | link. See | +| | | | | OPUS Credit | +| | | | | Check | +| | | | | Screenshot 1. | +| | | | | 2 The link | +| | | | | will load in a | +| | | | | new tab. Expand | +| | | | | the window to | +| | | | | full screen. | +| | | | |  Read this | +| | | | | statement to | +| | | | | the customer to | +| | | | | gain | +| | | | | consent:Option | +| | | | | to text:"May I | +| | | | | have a phone | +| | | | | number to send | +| | | | | you a text with | +| | | | | a link to enter | +| | | | | your personal | +| | | | | information for | +| | | | | today’s transac | +| | | | | tion?"Option to | +| | | | | email: “May I | +| | | | | have an email | +| | | | | address to send | +| | | | | you an email | +| | | | | with a link to | +| | | | | enter your | +| | | | | personal | +| | | | | information for | +| | | | | today’s | +| | | | | transaction?” | +| | | | | If the customer | +| | | | | agrees, leave a | +| | | | | note on the | +| | | | | account, | +| | | | | confirming | +| | | | | consent and the | +| | | | | telephone | +| | | | | number / email | +| | | | | Option to text: | +| | | | | Enter the phone | +| | | | | number (do not | +| | | | | include spaces | +| | | | | or dashes) in | +| | | | | the field on | +| | | | | the top right | +| | | | | corner of the | +| | | | | screen and | +| | | | | click connect. | +| | | | | Option to | +| | | | | email: Click | +| | | | | the Envelope | +| | | | | icon on the top | +| | | | | right corner | +| | | | | Enter the | +| | | | | customer’s | +| | | | | email address | +| | | | | and click | +| | | | | connect.  | +| | | | | If the customer | +| | | | | declines or is | +| | | | | not able to use | +| | | | | this solution, | +| | | | | reach out to | +| | | | | your manager or | +| | | | | complete the | +| | | | | SPI Order Form | +| | | | | for assistance. | +| | | | | See OPUS Credit | +| | | | | Check | +| | | | | Screenshot 2 | +| | | | | TextSee OPUS | +| | | | | Credit Check | +| | | | | Screenshot 2 | +| | | | | Email 3 | +| | | | | Select OK after | +| | | | | gaining consent | +| | | | | from the | +| | | | | customer. | +| | | | | See OPUS Credit | +| | | | | Check | +| | | | | Screenshot 3. | +| | | | | 4 The | +| | | | | customer will | +| | | | | then open the | +| | | | | link sent in | +| | | | | the text | +| | | | | message/email. | +| | | | | Once the screen | +| | | | | launches, ask | +| | | | | the customer to | +| | | | | read | +| | | | | aloud/confirm | +| | | | | the Token they | +| | | | | see on their | +| | | | | screen, as you | +| | | | | compare it to | +| | | | | the Token you | +| | | | | are viewing on | +| | | | | your screen. | +| | | | | Confirm they | +| | | | | are the same. | +| | | | | Then, select | +| | | | | Screens. See | +| | | | | OPUS Credit | +| | | | | Check | +| | | | | Screenshot 4. | +| | | | | 5 An Enter | +| | | | | Data tab will | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 9 | [] | how to | To verify an | Content: What I | +| | | verify the | incoming | Need to Know | +| | | incoming | customer for | Adhere to all | +| | | customer for | a ToBR, you | VID Business | +| | | a tobr? | need to ask | Rules found in | +| | | | for their | Account | +| | | | CTN and | Verification | +| | | | their name. | Process - BCSS. | +| | | | If the | Procedures The | +| | | | caller | receiving | +| | | | requires | customer must | +| | | | account- | provide their | +| | | | specific | CTN and their | +| | | | information | name: This | +| | | | not listed | shortened VID | +| | | | as allowed | is only allowed | +| | | | in the ToBR | if the caller | +| | | | policy, they | does not | +| | | | must | already have an | +| | | | complete a | existing | +| | | | full VID. | account and if | +| | | | Follow the A | there is an | +| | | | uthenticatio | authorization | +| | | | n Needed - | SOC/note by the | +| | | | CRU/FirstNet | current owner | +| | | | Agency Paid | or the EUMC | +| | | | process. | table in the | +| | | | (Source: | profile | +| | | | Content: | authorizes end- | +| | | | What I Need | users to | +| | | | to Know) | complete | +| | | | | ToBR.In | +| | | | | Clarify, select | +| | | | | Other > ToBR | +| | | | | VID Exception > | +| | | | | type the | +| | | | | customer's | +| | | | | first and last | +| | | | | name in the | +| | | | | text box. If | +| | | | | the caller | +| | | | | requires | +| | | | | account- | +| | | | | specific | +| | | | | information | +| | | | | (not listed as | +| | | | | allowed in the | +| | | | | ToBR policy) on | +| | | | | the original | +| | | | | account, the | +| | | | | caller must | +| | | | | complete a full | +| | | | | VID. Follow the | +| | | | | Authentication | +| | | | | Needed - | +| | | | | CRU/FirstNet | +| | | | | Agency Paid | +| | | | | process. | +| | | | | Source: | +| | | | | Content: | +| | | | | Subscriber icon | +| | | | | > Refresh > | +| | | | | Subscriber List | +| | | | | icon. In the | +| | | | | Subscriber List | +| | | | | window, verify | +| | | | | the CTN(s) and | +| | | | | subscriber | +| | | | | information. | +| | | | | Click the Close | +| | | | | icon. Note the | +| | | | | account. Cut | +| | | | | and paste the | +| | | | | following in | +| | | | | Clarify or | +| | | | | Telegence and | +| | | | | proceed if the | +| | | | | customer | +| | | | | agrees:The | +| | | | | customer | +| | | | | confirmed | +| | | | | receipt of the | +| | | | | WCA and ToBR | +| | | | | Cover Letter | +| | | | | and that can | +| | | | | view | +| | | | | attachments. | +| | | | | The customer | +| | | | | agreed to the | +| | | | | WCA. Cut and | +| | | | | paste the | +| | | | | following in | +| | | | | Clarify or | +| | | | | Telegence and | +| | | | | terminate the | +| | | | | ToBR | +| | | | | transaction if | +| | | | | the customer | +| | | | | does not | +| | | | | agree:The | +| | | | | customer did | +| | | | | not agree to | +| | | | | the WCA and | +| | | | | billing | +| | | | | responsibility | +| | | | | was not | +| | | | | transferred. | +| | | | | Source: | +| | | | | Content: ).AOP | +| | | | | enters CTN to | +| | | | | be ToBR'd and | +| | | | | their PIN.Once | +| | | | | the PIN is | +| | | | | validated, the | +| | | | | AOP selects the | +| | | | | ToBR | +| | | | | Authorization | +| | | | | option.After | +| | | | | the AOP | +| | | | | authorizes the | +| | | | | CTN, they | +| | | | | receive an | +| | | | | email | +| | | | | confirmation.¶ | +| | | | | Email | +| | | | | confirmation is | +| | | | | sent to email | +| | | | | address of | +| | | | | record (i.e., | +| | | | | Contact from | +| | | | | ROME/FaST based | +| | | | | on PIN | +| | | | | entered).¶ The | +| | | | | ToBR | +| | | | | Authorization | +| | | | | SOC and | +| | | | | expiration date | +| | | | | (60 days from | +| | | | | effective date) | +| | | | | are auto- | +| | | | | provisioned. A | +| | | | | generic note | +| | | | | associated to | +| | | | | IVR generic | +| | | | | memo code | +| | | | | (IVRG) is | +| | | | | automatically | +| | | | | documented to | +| | | | | the account.¶ | +| | | | | Self-Service¶ | +| | | | | ¶ For self- | +| | | | | service, there | +| | | | | are two | +| | | | | options:¶ ¶ | +| | | | | myAT&T:¶ ¶ | +| | | | | Allows | +| | | | | authorization | +| | | | | only of AT&T | +| | | | | Signature | +| | | | | Program to | +| | | | | Consumer/AT&T | +| | | | | Signature | +| | | | | Program | +| | | | | ToBRs.24/7 avai | +| | | | | lability.Email | +| | | | | notification | +| | | | | and ToBR | +| | | | | completion | +| | | | | instructions | +| | | | | are sent to the | +| | | | | person | +| | | | | authorized to | +| | | | | ToBR.Email | +| | | | | confirmation | +| | | | | when the ToBR | +| | | | | has been | +| | | | | completed.Note: | +| | | | | No ToBR fee.¶ | +| | | | | Premier Online | +| | | | | Care (POC):¶ | +| | | | | Allows | +| | | | | processing of | +| | | | | CRU to AT&T | +| | | | | Signature | +| | | | | Program ToBRs.¶ | +| | | | | ToBR | +| | | | | Authorization | +| | | | | SOC¶ ¶ Add a | +| | | | | ToBR | +| | | | | authorization | +| | | | | SOC to each | +| | | | | CTN. The | +| | | | | benefits are:¶ | +| | | | | ¶ Transfer | +| | | | | Reduction: | +| | | | | Customers with | +| | | | | a SOC who call | +| | | | | 611 or the main | +| | | | | AT&T number | +| | | | | hear this IVR | +| | | | | message before | +| | | | | anything else: | +| | | | | This line was | +| | | | | recently | +| | | | | authorized to | +| | | | | complete a | +| | | | | Transfer of | +| | | | | Billing | +| | | | | Responsibility. | +| | | | | If you are | +| | | | | calling to | +| | | | | complete that | +| | | | | process today, | +| | | | | press 1. | +| | | | | Otherwise, | +| | | | | please remain | +| | | | | on the line to | +| | | | | hear further | +| | | | | options.¶ ¶ | +| | | | | If they choose | +| | | | | option 1, they | +| | | | | route directly | +| | | | | to the National | +| | | | | Solutions | +| | | | | Center (NSC) | +| | | | | who completes | +| | | | | their ToBR.¶ | +| | | | | AT&T Retail | +| | | | | Eligible: The | +| | | | | SOC enables CRU | +| | | | | ToBR processing | +| | | | | in AT&T Retail. | +| | | | | A SOC is not | +| | | | | necessary to | +| | | | | enable AT&T | +| | | | | Retail | +| | | | | processing for | +| | | | | non-CRU | +| | | | | customers.¶ | +| | | | | The SOC | +| | | | | typically | +| | | | | removes in 60 | +| | | | | days. If an | +| | | | | extended time | +| | | | | is needed, add | +| | | | | a specified | +| | | | | expiration | +| | | | | date.¶ One to | +| | | | | 25 lines - Add | +| | | | | the SOC | +| | | | | Manually¶ ¶ | +| | | | | This process | +| | | | | requires two | +| | | | | transactions.¶ | +| | | | | ¶ Add the code | +| | | | | ToBR. Input | +| | | | | the effective | +| | | | | date for the | +| | | | | SOC to expire. | +| | | | | 26+ lines - | +| | | | | Submit Request | +| | | | | to have the SOC | +| | | | | Added¶ ¶ | +| | | | | Complete the | +| | | | | Bulk ToBR SOC | +| | | | | Request Form.¶ | +| | | | | ¶ The SOC is | +| | | | | set to expire | +| | | | | in 60 days. | +| | | | | When an | +| | | | | extended time | +| | | | | is necessary, | +| | | | | include the | +| | | | | desired | +| | | | | expiration date | +| | | | | in the request | +| | | | | form.¶ Send | +| | | | | the completed | +| | | | | Excel form to n | +| | | | | bobulktobrsoc@a | +| | | | | mcustomercare.a | +| | | | | tt-mail.com.¶ | +| | | | | Service Level | +| | | | | Agreements | +| | | | | (SLAs) based on | +| | | | | the number of | +| | | | | CTNs:¶ 1-99 | +| | | | | CTNs: 24-hour | +| | | | | SLA100-149 | +| | | | | CTNs: 3 | +| | | | | business | +| | | | | days150+: 5 | +| | | | | business days¶ | +| | | | | ¶ Credit Check | +| | | | | Requirement and | +| | | | | Possible | +| | | | | Deposit¶ ¶ We | +| | | | | require the | +| | | | | end-user to | +| | | | | complete a | +| | | | | credit check | +| | | | | when | +| | | | | transferring | +| | | | | service to an | +| | | | | individual | +| | | | | account. If the | +| | | | | end-user does | +| | | | | not have | +| | | | | existing | +| | | | | service, this | +| | | | | information is | +| | | | | needed for the | +| | | | | credit check:¶ | +| | | | | ¶ Legal name | +| | | | | Social Security | +| | | | | number (SSN) | +| | | | | Current address | +| | | | | Home phone | +| | | | | number Date of | +| | | | | birth Driver's | +| | | | | license number | +| | | | | and state CRU | +| | | | | to AT&T | +| | | | | Signature | +| | | | | Program with | +| | | | | FAN ToBR¶ ¶ | +| | | | | When moving to | +| | | | | a new AT&T | +| | | | | Signature | +| | | | | Program BAN, | +| | | | | the CRU and | +| | | | | AT&T Signature | +| | | | | Program FANs | +| | | | | must be within | +| | | | | the same | +| | | | | agreement in | +| | | | | FaST (this is | +| | | | | not applicable | +| | | | | when the ToBR | +| | | | | is to one of | +| | | | | the customer's | +| | | | | existing AT&T | +| | | | | Signature | +| | | | | Program BANs). | +| | | | | ¶ ¶ When the | +| | | | | two FANs are | +| | | | | not within the | +| | | | | same agreement, | +| | | | | the end-users | +| | | | | can only ToBR | +| | | | | to a consumer | +| | | | | line and enroll | +| | | | | the FAN via the | +| | | | | Premier AT&T | +| | | | | Sponsorship | +| | | | | Program. End- | +| | | | | users cannot | +| | | | | move to the | +| | | | | AT&T Signature | +| | | | | Program FAN if | +| | | | | they are no | +| | | | | longer employed | +| | | | | with the | +| | | | | associated FAN | +| | | | | company.¶ ¶ | +| | | | | To determine if | +| | | | | the AT&T | +| | | | | Signature | +| | | | | Program FAN | +| | | | | belongs to the | +| | | | | same agreement | +| | | | | as the CRU | +| | | | | FAN:¶ ¶ | +| | | | | Access the CRU | +| | | | | FAN in FaST. | +| | | | | Go to Profile | +| | | | | Header > | +| | | | | Agreement Name | +| | | | | field. In the | +| | | | | Agreement Name | +| | | | | field, click | +| | | | | the company | +| | | | | name hyperlink. | +| | | | | The Agreement | +| | | | | window appears. | +| | | | | Under Profiles, | +| | | | | a list of FANs | +| | | | | associated with | +| | | | | the same | +| | | | | agreement | +| | | | | displays. If | +| | | | | the AT&T | +| | | | | Signature | +| | | | | Program FAN | +| | | | | provided | +| | | | | appears in this | +| | | | | window, it is | +| | | | | part of the | +| | | | | same agreement | +| | | | | as the CRU FAN. | +| | | | | Financial | +| | | | | Responsibility¶ | +| | | | | In the event | +| | | | | the receiving | +| | | | | customer opts | +| | | | | Source: | +| | | | | Content: What I | +| | | | | Need to Know ¶ | +| | | | | For information | +| | | | | on fraud & | +| | | | | social | +| | | | | engineering red | +| | | | | flags, customer | +| | | | | tips, fraudster | +| | | | | techniques, and | +| | | | | best practices, | +| | | | | see Fraud and | +| | | | | Social | +| | | | | Engineering - | +| | | | | BCSS .Follow | +| | | | | the below | +| | | | | procedures when | +| | | | | fraud or social | +| | | | | engineering is | +| | | | | suspected or | +| | | | | confirmed.¶ | +| | | | | Equipment Fraud | +| | | | | Fraud Call Out | +| | | | | Process Locate | +| | | | | Fraud Notes | +| | | | | Social | +| | | | | Engineering | +| | | | | Subscription | +| | | | | Fraud Accounts | +| | | | | Cancelled / | +| | | | | Suspended for | +| | | | | Fraud | +| | | | | Customers route | +| | | | | to the Global | +| | | | | Fraud Office - | +| | | | | Mobility (GFMO) | +| | | | | when they make | +| | | | | an outbound | +| | | | | call. If the | +| | | | | customer | +| | | | | reaches your | +| | | | | department: ¶ | +| | | | | Review account | +| | | | | notes.Verify | +| | | | | the account is | +| | | | | suspended for | +| | | | | fraud.¶ In | +| | | | | Telegence, view | +| | | | | the account | +| | | | | status in the | +| | | | | status bar.¶ | +| | | | | Provide the | +| | | | | caller with | +| | | | | this link: link | +| | | | | .att.com/fraudi | +| | | | | nquiry to | +| | | | | submit their | +| | | | | claim. ¶ If | +| | | | | the caller | +| | | | | needs | +| | | | | assistance with | +| | | | | this process, | +| | | | | open the form | +| | | | | and submit on | +| | | | | behalf of the | +| | | | | caller - follow | +| | | | | Global Fraud | +| | | | | Referral Form | +| | | | | Assistance | +| | | | | Process - | +| | | | | BCSS.¶ ¶ Back | +| | | | | To Top | +| | | | | Equipment Fraud | +| | | | | Confirm the | +| | | | | unauthorized | +| | | | | online order. | +| | | | | If possible, | +| | | | | Cancel the | +| | | | | order Managing | +| | | | | and Viewing | +| | | | | Orders - OPUS - | +| | | | | Business . | +| | | | | Access the | +| | | | | Mobility Fraud | +| | | | | Referral Form | +| | | | | in Link Center. | +| | | | | Submit a | +| | | | | referral | +| | | | | providing all | +| | | | | the required | +| | | | | information, | +| | | | | including a | +| | | | | good contact | +| | | | | number for the | +| | | | | customer. | +| | | | | Assure the | +| | | | | customer Fraud | +| | | | | will review | +| | | | | their case and | +| | | | | contact them | +| | | | | within 48 | +| | | | | hours. Urge | +| | | | | the customer to | +| | | | | immediately | +| | | | | change their | +| | | | | online account | +| | | | | password. | +| | | | | Advise the | +| | | | | customer there | +| | | | | is no need to | +| | | | | call back into | +| | | | | the Fraud queue | +| | | | | for an update. | +| | | | | Fraud will | +| | | | | contact them | +| | | | | within the time | +| | | | | frame | +| | | | | specified. | +| | | | | Report all COAM | +| | | | | fraud using the | +| | | | | Mobility Fraud | +| | | | | Referral Form | +| | | | | in Link Center. | +| | | | | Access the | +| | | | | Mobility Fraud | +| | | | | Referral Form | +| | | | | in Link Center. | +| | | | | Submit a | +| | | | | referral | +| | | | | providing all | +| | | | | the required | +| | | | | information, | +| | | | | including a | +| | | | | good contact | +| | | | | number for the | +| | | | | customer. Back | +| | | | | To Top Fraud | +| | | | | Call Out | +| | | | | Process Follow | +| | | | | this process | +| | | | | when you | +| | | | | suspect | +| | | | | customer fraud. | +| | | | | It may help | +| | | | | determine if | +| | | | | the person on | +| | | | | the phone can | +| | | | | place an order | +| | | | | or change | +| | | | | service for | +| | | | | that account. | +| | | | | ¶ CRU with | +| | | | | FAN¶ 1Ask the | +| | | | | customer to | +| | | | | hold so you can | +| | | | | verify some | +| | | | | information. | +| | | | | Never say you | +| | | | | suspect | +| | | | | fraud.2Review | +| | | | | FaST to ensure | +| | | | | you are | +| | | | | speaking to an | +| | | | | authorized | +| | | | | order placer | +| | | | | (AOP) and all | +| | | | | you received | +| | | | | the applicable | +| | | | | account | +| | | | | verification | +| | | | | information.3¶ | +| | | | | Call the number | +| | | | | listed in the | +| | | | | AOP/telecom | +| | | | | manager (TCM) | +| | | | | profile.Ask to | +| | | | | verify the | +| | | | | order being | +| | | | | placed is | +| | | | | authorized: | +| | | | | This is [your | +| | | | | name] from | +| | | | | AT&T. To | +| | | | | protect the | +| | | | | privacy of | +| | | | | [company name], | +| | | | | I am calling to | +| | | | | verify an order | +| | | | | being placed by | +| | | | | [caller name] | +| | | | | for [number of | +| | | | | phones]. Can | +| | | | | you please | +| | | | | verify this is | +| | | | | an authorized | +| | | | | order and | +| | | | | [caller name] | +| | | | | is authorized | +| | | | | to place orders | +| | | | | for your | +| | | | | company?¶ | +| | | | | Authorized: | +| | | | | Continue to | +| | | | | step 5.No answe | +| | | | | r/voicemail: | +| | | | | Continue to | +| | | | | step 4.Not | +| | | | | authorized:¶ ¶ | +| | | | | ¶ Advise | +| | | | | caller that | +| | | | | they are not | +| | | | | authorized and | +| | | | | the order | +| | | | | cannot be | +| | | | | placed.Cancel | +| | | | | the order.¶ | +| | | | | 4If there is no | +| | | | | answer or if a | +| | | | | voicemail picks | +| | | | | up (do not | +| | | | | leave a | +| | | | | message) and | +| | | | | you cannot | +| | | | | verify the | +| | | | | caller works | +| | | | | for the | +| | | | | business:¶ | +| | | | | Bring the | +| | | | | caller back on | +| | | | | the line.Ask | +| | | | | them to verify | +| | | | | 2 of the | +| | | | | following items | +| | | | | from the | +| | | | | Profile:¶ AOPs | +| | | | | email address | +| | | | | or contact | +| | | | | numbers | +| | | | | listedFederal | +| | | | | Tax | +| | | | | IDHeadquarters | +| | | | | address listed | +| | | | | on the Profile | +| | | | | in FaST¶ If:¶ | +| | | | | Able to verify, | +| | | | | continue to | +| | | | | step 5.Unable | +| | | | | to verify:¶ | +| | | | | Tell the | +| | | | | customer: | +| | | | | Unfortunately, | +| | | | | if you cannot | +| | | | | verify 2 items, | +| | | | | I am unable to | +| | | | | place the | +| | | | | order. Please | +| | | | | contact your | +| | | | | telecom | +| | | | | manager.Cancel | +| | | | | the order.¶ ¶ | +| | | | | ¶ 5¶ Place | +| | | | | the order. If | +| | | | | you still | +| | | | | suspect fraud, | +| | | | | submit a Fraud | +| | | | | > Equipment | +| | | | | Fraud Referral | +| | | | | clarify | +| | | | | case.Note the | +| | | | | account to | +| | | | | include which | +| | | | | method you used | +| | | | | to validate the | +| | | | | customer and | +| | | | | indicate you | +| | | | | submitted a | +| | | | | case. Include | +| | | | | any red flags | +| | | | | or other | +| | | | | suspicious | +| | | | | behaviors that | +| | | | | were observed.¶ | +| | | | | ¶ ¶ ¶ Non- | +| | | | | FAN CRU¶ 1Ask | +| | | | | the customer to | +| | | | | hold so you can | +| | | | | verify some | +| | | | | information. | +| | | | | Never say you | +| | | | | suspect | +| | | | | fraud.2Look up | +| | | | | the business | +| | | | | name and TN in | +| | | | | the online | +| | | | | directory | +| | | | | services:¶ any | +| | | | | who.comwhitepag | +| | | | | es.comyellowboo | +| | | | | k.comyellowpage | +| | | | | s.com¶ ¶ | +| | | | | IfThenDirectory | +| | | | | tool finds a | +| | | | | match, and you | +| | | | | do not suspect | +| | | | | fraudContinue | +| | | | | to step | +| | | | | 5Directory tool | +| | | | | finds a match, | +| | | | | and fraud is su | +| | | | | spectedContinue | +| | | | | to step | +| | | | | 3Directory tool | +| | | | | finds no | +| | | | | matchTell the | +| | | | | caller: I was | +| | | | | unable to | +| | | | | verify your | +| | | | | information. | +| | | | | For your | +| | | | | protection, I | +| | | | | cannot complete | +| | | | | the order. | +| | | | | Please contact | +| | | | | your account | +| | | | | representative. | +| | | | | Cancel the | +| | | | | Source: | +| | | | | Content: What I | +| | | | | Need to Know | +| | | | | Adhere to all | +| | | | | VID Business | +| | | | | Rules found in | +| | | | | Account | +| | | | | Verification | +| | | | | Process - BCSS. | +| | | | | Determine | +| | | | | Verification | +| | | | | Method Ask the | +| | | | | caller to | +| | | | | provide:¶ | +| | | | | Caller's full | +| | | | | nameATTUID¶ If | +| | | | | Screen pop is | +| | | | | available, the | +| | | | | ATTUID can be | +| | | | | confirmed | +| | | | | instead of | +| | | | | requesting it | +| | | | | be provided.Ide | +| | | | | ntify the | +| | | | | caller's | +| | | | | Business Unit | +| | | | | in Webphone. If | +| | | | | the caller does | +| | | | | not have a | +| | | | | Business Unit | +| | | | | listed, move up | +| | | | | in the | +| | | | | hierarchy until | +| | | | | a Business Unit | +| | | | | is visible.¶ ¶ | +| | | | | Continue | +| | | | | verification | +| | | | | based on the | +| | | | | Business Unit.¶ | +| | | | | When the | +| | | | | Business Unit | +| | | | | starts with | +| | | | | AT&T Business, | +| | | | | follow AT&T | +| | | | | Business (BCSS/ | +| | | | | Enterprise/GBS) | +| | | | | or Finance.When | +| | | | | the Business | +| | | | | Unit does not | +| | | | | start with AT&T | +| | | | | Business, | +| | | | | follow Non-AT&T | +| | | | | Business - All | +| | | | | Retail/Virtual | +| | | | | Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales)/AT&T | +| | | | | Right to You.¶ | +| | | | | Non-AT&T | +| | | | | Business - All | +| | | | | Retail/Virtual | +| | | | | Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales)/AT&T | +| | | | | Right to You | +| | | | | FirstNet | +| | | | | Customer | +| | | | | Service: Only | +| | | | | verify Retail | +| | | | | when the | +| | | | | request is | +| | | | | supported by | +| | | | | your | +| | | | | department. | +| | | | | Refer | +| | | | | unsupported | +| | | | | requests to | +| | | | | *AID. BSRS/BMT | +| | | | | S/FNSS/SSO: The | +| | | | | below process | +| | | | | applies to all | +| | | | | Retail/Virtual | +| | | | | Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales)/AT&T | +| | | | | Right to You re | +| | | | | presentatives, | +| | | | | or any caller | +| | | | | (or their | +| | | | | manager) that | +| | | | | is not in a | +| | | | | Business Unit | +| | | | | that starts | +| | | | | with AT&T | +| | | | | Business. | +| | | | | Validate the | +| | | | | representative | +| | | | | following the | +| | | | | steps in the | +| | | | | Agent | +| | | | | Verification | +| | | | | Tool - BCSS.¶ | +| | | | | AT&T Right to | +| | | | | You | +| | | | | representatives | +| | | | | may call with | +| | | | | their | +| | | | | supervisor on | +| | | | | the line; the | +| | | | | supervisor will | +| | | | | provide the | +| | | | | Token | +| | | | | Authentication | +| | | | | code.If AVT is | +| | | | | down, report | +| | | | | the AVT outage | +| | | | | as outlined in | +| | | | | System Issues | +| | | | | and Outages.¶ | +| | | | | Ask the caller | +| | | | | to provide:¶ | +| | | | | 10-digit CTN.¶ | +| | | | | Obtain the full | +| | | | | BAN when there | +| | | | | are no CTNs on | +| | | | | the account.See | +| | | | | Business | +| | | | | Rules/More to | +| | | | | Know on | +| | | | | verifying BAN | +| | | | | in place of | +| | | | | CTN. Refer to | +| | | | | CTN Alternative | +| | | | | Options During | +| | | | | VID - BCSS ¶ | +| | | | | Account name | +| | | | | (Consumer/SIG) | +| | | | | or company name | +| | | | | (CRU): ¶ | +| | | | | Confirm the | +| | | | | 10-digit CTN | +| | | | | matches the | +| | | | | account/company | +| | | | | name.Company | +| | | | | name is | +| | | | | acceptable if | +| | | | | closely mirrors | +| | | | | the FAN or BAN | +| | | | | name.Doing | +| | | | | Business As | +| | | | | (DBA) name is | +| | | | | also accepted, | +| | | | | if listed in | +| | | | | ROME.¶ | +| | | | | Customer's full | +| | | | | name:¶ | +| | | | | Validate in | +| | | | | FaST on the FAN | +| | | | | profile (CRU | +| | | | | only).Verify | +| | | | | RAUs in | +| | | | | Snapshot.¶ ¶ | +| | | | | Retail/Authoiri | +| | | | | zed Retail | +| | | | | Only: Confirm | +| | | | | that the | +| | | | | customer is | +| | | | | present in | +| | | | | store. Ask the | +| | | | | caller if they | +| | | | | have fully | +| | | | | verified the | +| | | | | customer. | +| | | | | Telegence Memos | +| | | | | will show the | +| | | | | results of the | +| | | | | Driver’s | +| | | | | License scan. | +| | | | | AT&T Business ( | +| | | | | BCSS/Enterprise | +| | | | | /GBS) or | +| | | | | Finance BSRS/B | +| | | | | MTS/FNSS/SSO: | +| | | | | The below | +| | | | | process applies | +| | | | | to all Sales Co | +| | | | | ntacts/Account | +| | | | | Executives, or | +| | | | | any caller (or | +| | | | | their manager), | +| | | | | in a Business | +| | | | | Unit that | +| | | | | starts with | +| | | | | AT&T Business. | +| | | | | ¶ If the | +| | | | | seller requests | +| | | | | navigational | +| | | | | assistance with | +| | | | | OPUS or ROME, | +| | | | | select | +| | | | | Navigational | +| | | | | Assistance | +| | | | | below.Some | +| | | | | accounts have | +| | | | | special notes | +| | | | | allowing ABS | +| | | | | Sales | +| | | | | representatives | +| | | | | to make more | +| | | | | than the | +| | | | | standard | +| | | | | requests | +| | | | | allowed; refer | +| | | | | to FaST notes | +| | | | | for | +| | | | | exceptions.Ask | +| | | | | the caller to | +| | | | | provide:¶ | +| | | | | Validate the | +| | | | | representative | +| | | | | following the | +| | | | | steps in the | +| | | | | Agent | +| | | | | Verification | +| | | | | Tool - BCSS.¶ | +| | | | | If AVT is down, | +| | | | | report the AVT | +| | | | | outage as | +| | | | | outlined in | +| | | | | System Issues | +| | | | | and Outages.¶ | +| | | | | 10-digit CTN: ¶ | +| | | | | Obtain the full | +| | | | | BAN or Invoice | +| | | | | ID if there are | +| | | | | no CTNs on the | +| | | | | account.See | +| | | | | Business | +| | | | | Rules/More to | +| | | | | Know on | +| | | | | verifying BAN | +| | | | | in place of | +| | | | | CTN. Refer to | +| | | | | CTN Alternative | +| | | | | Options During | +| | | | | VID - BCSS ¶ | +| | | | | Account name | +| | | | | (Consumer/SIG) | +| | | | | or company name | +| | | | | (CRU):¶ | +| | | | | Confirm the | +| | | | | 10-digit CTN | +| | | | | matches the | +| | | | | account/company | +| | | | | nameDoing | +| | | | | Business As | +| | | | | (DBA) name is | +| | | | | also accepted, | +| | | | | if listed in | +| | | | | ROME.¶ FAN | +| | | | | Password (when | +| | | | | present) or | +| | | | | last 4-digits | +| | | | | of the BAN | +| | | | | (when no FAN | +| | | | | Password is | +| | | | | present). | +| | | | | Customer's full | +| | | | | name:¶ | +| | | | | Validate in | +| | | | | FaST on the FAN | +| | | | | profile (CRU | +| | | | | only).¶ Ask | +| | | | | for the | +| | | | | caller's | +| | | | | Manager's name | +| | | | | as listed in | +| | | | | Webphone. Ask | +| | | | | the caller if | +| | | | | they have fully | +| | | | | verified the | +| | | | | customer. The | +| | | | | customer does | +| | | | | not have to be | +| | | | | on the line or | +| | | | | in the store. | +| | | | | If the caller | +| | | | | is unable to | +| | | | | complete all | +| | | | | verification | +| | | | | requirements | +| | | | | the caller is | +| | | | | unverified and | +| | | | | has General | +| | | | | Access. They | +| | | | | may not make | +| | | | | any changes.Nav | +| | | | | igational | +| | | | | assistance may | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 10 | [] | How long | ACT Envelope | Content: Here's | +| | | does it take | Credits can | How it Works | +| | | for ACT | take up to 4 | ACT Closing | +| | | Envelope | billing | Credits | +| | | Credits to | cycles to | Provide a | +| | | appear on a | appear on a | dollar amount | +| | | customer's | customer's | reduction to | +| | | billing | billing | the total line | +| | | statement? | statement. | of service | +| | | | (Source: | charges with a | +| | | | context) | qualified | +| | | | | activation. | +| | | | | CTN must be | +| | | | | activated | +| | | | | during the ACT | +| | | | | Envelope Credit | +| | | | | effective | +| | | | | dates. Customer | +| | | | | must wait 4 | +| | | | | billing cycles | +| | | | | for credits to | +| | | | | appear.  Only | +| | | | | a Direct Seller | +| | | | | may offer ACT. | +| | | | | Examples of ACT | +| | | | | Envelope | +| | | | | Credits | +| | | | | include: $50 | +| | | | | /$100/$150/$200 | +| | | | | credit with a | +| | | | | new Smartphone | +| | | | | activation. | +| | | | | $25/$50 credit | +| | | | | with a new | +| | | | | Feature Phone | +| | | | | activation. | +| | | | | After 4 billing | +| | | | | cycles, if | +| | | | | credits are not | +| | | | | applied follow | +| | | | | AT&T Closing | +| | | | | Tool (ACT) & | +| | | | | Retention | +| | | | | Closing Tool | +| | | | | (RCT) | +| | | | | Enhancements | +| | | | | ** Must be | +| | | | | requested by | +| | | | | AT&T Business | +| | | | | Sales when | +| | | | | supporting | +| | | | | Retail and only | +| | | | | requested when | +| | | | | the CSE is | +| | | | | involved in | +| | | | | closing a sale. | +| | | | | Equipment | +| | | | | Discounts | +| | | | | Contracted | +| | | | | equipment | +| | | | | discounts are | +| | | | | applied at the | +| | | | | point of sale | +| | | | | (for example, | +| | | | | BME or retail) | +| | | | | according to | +| | | | | each company's | +| | | | | profile | +| | | | | equipment | +| | | | | instructions | +| | | | | listed in FaST. | +| | | | | Only the point | +| | | | | of sale may | +| | | | | apply to this | +| | | | | type of | +| | | | | discount. | +| | | | | MRC Modifier | +| | | | | Credits | +| | | | | Provide a | +| | | | | dollar amount | +| | | | | to reduce from | +| | | | | a specific MRC | +| | | | | charge each | +| | | | | billing cycle. | +| | | | | Controlled by | +| | | | | Offer Elements | +| | | | | in ROME/FaST. | +| | | | | On the bill, | +| | | | | the credits | +| | | | | appear | +| | | | | immediately | +| | | | | following the | +| | | | | adjusted | +| | | | | charge. | +| | | | | Prorating rules | +| | | | | apply. | +| | | | | Customer must | +| | | | | be on a | +| | | | | qualifying FAN | +| | | | | and meet the | +| | | | | conditions of | +| | | | | the Offer | +| | | | | Element. CTN | +| | | | | must be active | +| | | | | in order to | +| | | | | receive the | +| | | | | credit. | +| | | | | National | +| | | | | Account Credits | +| | | | | Reduce the | +| | | | | total amount | +| | | | | due on an | +| | | | | account by a | +| | | | | set dollar | +| | | | | amount. If the | +| | | | | credit is | +| | | | | larger than the | +| | | | | amount due in a | +| | | | | given month, | +| | | | | the remaining | +| | | | | credit is | +| | | | | applied to the | +| | | | | next billing | +| | | | | cycle. It may | +| | | | | take up to 2 | +| | | | | billing cycles | +| | | | | to appear on | +| | | | | the billing | +| | | | | statement. | +| | | | | During the | +| | | | | Unification | +| | | | | process, | +| | | | | National | +| | | | | Account Credit | +| | | | | balances can | +| | | | | take up to 3 | +| | | | | billing cycles | +| | | | | to appear on | +| | | | | the billing | +| | | | | statement. | +| | | | | Complete a | +| | | | | Clarify case if | +| | | | | the following | +| | | | | apply: MRC | +| | | | | Modifier is on | +| | | | | the agreement | +| | | | | yet not | +| | | | | appearing on | +| | | | | the Foundation | +| | | | | Account Number | +| | | | | (FAN) Note: | +| | | | | MRC Modifiers | +| | | | | will not apply | +| | | | | if Rate Plans | +| | | | | were backdated | +| | | | | on the | +| | | | | account.  | +| | | | | National | +| | | | | Account | +| | | | | Discount (FAN | +| | | | | Discounts) | +| | | | | Processed by | +| | | | | applying the | +| | | | | contracted | +| | | | | service | +| | | | | discount | +| | | | | percent to | +| | | | | monthly | +| | | | | qualifying | +| | | | | charges | +| | | | | according to | +| | | | | the company's | +| | | | | chosen discount | +| | | | | distribution | +| | | | | method: End- | +| | | | | User Credit | +| | | | | Company Check | +| | | | | Consolidated | +| | | | | Invoice Credit | +| | | | | (CI) | +| | | | | Calculated on | +| | | | | the amount | +| | | | | remaining after | +| | | | | the MRC | +| | | | | Modifiers have | +| | | | | been | +| | | | | subtracted. | +| | | | | Discount only | +| | | | | applies to | +| | | | | future bill | +| | | | | cycles and | +| | | | | cannot be | +| | | | | backdated. | +| | | | | Telegence | +| | | | | applies | +| | | | | discounts to | +| | | | | qualifying | +| | | | | charges in | +| | | | | order from | +| | | | | highest charge | +| | | | | to lowest when | +| | | | | calculating | +| | | | | discounts. | +| | | | | Telegence-Based | +| | | | | Discounts | +| | | | | Provide a | +| | | | | dollar amount | +| | | | | to be reduced | +| | | | | from a specific | +| | | | | MRC charge each | +| | | | | billing cycle | +| | | | | and appear | +| | | | | immediately | +| | | | | following the | +| | | | | charge being | +| | | | | adjusted. | +| | | | | Examples of | +| | | | | Telegence-based | +| | | | | discounts | +| | | | | include, but | +| | | | | are not limited | +| | | | | to: AutoPay | +| | | | | discount | +| | | | | Mobile Select | +| | | | | discount | +| | | | | Troubleshooting | +| | | | | Resources AT&T | +| | | | | Closing Tool | +| | | | | (ACT) Credit | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | Equipment | +| | | | | Discount | +| | | | | Inquiry MRC | +| | | | | Modifier Credit | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | National | +| | | | | Account Credit | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | National | +| | | | | Account | +| | | | | Discount | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | Telegence-Based | +| | | | | Discount | +| | | | | Inquiries | +| | | | | Source: | +| | | | | Content: ¶ | +| | | | | What is the | +| | | | | AT&T Closing | +| | | | | Tool?¶ ¶ | +| | | | | Available to | +| | | | | CRU only.Level | +| | | | | 3 or above | +| | | | | approval | +| | | | | required.ACT | +| | | | | credits provide | +| | | | | a dollar amount | +| | | | | reduction to | +| | | | | the total lines | +| | | | | of service | +| | | | | charges with a | +| | | | | qualified | +| | | | | activation. | +| | | | | Only used when | +| | | | | there is a | +| | | | | documented | +| | | | | competitive | +| | | | | offer equal to | +| | | | | or lower than | +| | | | | AT&T's | +| | | | | offer.May or | +| | | | | may not be | +| | | | | combinable with | +| | | | | other offers/pr | +| | | | | omotions. Refer | +| | | | | to promotion | +| | | | | brochures when | +| | | | | applicable.¶ | +| | | | | ** Must be | +| | | | | requested by | +| | | | | AT&T Business | +| | | | | Sales when | +| | | | | supporting | +| | | | | Retail and only | +| | | | | requested when | +| | | | | the CSE is | +| | | | | involved in | +| | | | | closing a sale. | +| | | | | ¶ ¶ | +| | | | | Requirements¶ | +| | | | | ¶ Line / | +| | | | | Device | +| | | | | Requirements¶ | +| | | | | Minimum of 5 li | +| | | | | nes.Smartphones | +| | | | | , Basic Phones, | +| | | | | and Data | +| | | | | Devices.AT&T | +| | | | | Installment | +| | | | | Plan/Equipment | +| | | | | Installment | +| | | | | Plan | +| | | | | required.AMB | +| | | | | and ACDA | +| | | | | agreement | +| | | | | types.¶ | +| | | | | Restrictions¶ | +| | | | | Cameras, Gaming | +| | | | | devices, AT&T | +| | | | | Wireless | +| | | | | Internet, | +| | | | | Machine-to- | +| | | | | Machine, and | +| | | | | watches are not | +| | | | | eligible.ACT is | +| | | | | not available | +| | | | | for customers | +| | | | | on custom | +| | | | | agreements.¶ | +| | | | | ACT Credit | +| | | | | Amount¶ | +| | | | | Smartphones:¶ | +| | | | | $50 - $150¶ | +| | | | | Basic phones & | +| | | | | Data Devices¶ | +| | | | | $25 - $50¶ ¶ | +| | | | | Rate Plan | +| | | | | Requirements¶ | +| | | | | ¶ | +| | | | | Smartphones:¶ | +| | | | | Voice plan with | +| | | | | Data feature | +| | | | | $59.98 and | +| | | | | aboveMobile | +| | | | | Share plan with | +| | | | | Voice & | +| | | | | DataMobile | +| | | | | Select | +| | | | | Smartphone | +| | | | | planAny | +| | | | | generally | +| | | | | available | +| | | | | Unlimited plan¶ | +| | | | | ¶ ¶ Basic | +| | | | | Phones/Data | +| | | | | Devices:¶ | +| | | | | Voice Plan | +| | | | | $34.95 and | +| | | | | aboveMobile | +| | | | | Share Plan with | +| | | | | VoiceMobile | +| | | | | Select Plan for | +| | | | | Feature Phones | +| | | | | (Standard and | +| | | | | Custom)Any | +| | | | | generally | +| | | | | available | +| | | | | Unlimited plan¶ | +| | | | | ¶ ¶ ¶ ¶ ¶ | +| | | | | Setting | +| | | | | Expectations¶ | +| | | | | Provide the | +| | | | | total credit | +| | | | | per line.It can | +| | | | | take up to 4 | +| | | | | billing cycles | +| | | | | for ACT | +| | | | | Envelope | +| | | | | Credits to | +| | | | | appear on the | +| | | | | bill. Billing | +| | | | | Statement - | +| | | | | ScreenshotACT | +| | | | | Envelope | +| | | | | Credits display | +| | | | | as Wireless | +| | | | | Activation | +| | | | | Credit on the | +| | | | | bill.A sperate | +| | | | | credit displays | +| | | | | for each new | +| | | | | activation / | +| | | | | CTN in the | +| | | | | Payments & | +| | | | | Adjustments | +| | | | | section.¶ ¶ ¶ | +| | | | | Procedures¶ ¶ | +| | | | | 1Identify a | +| | | | | sales | +| | | | | opportunity & | +| | | | | validate | +| | | | | eligibility.¶ | +| | | | | 1. Access FaST. | +| | | | | 2. Search by | +| | | | | FAN or | +| | | | | Agreement ID. | +| | | | | 3. Select the | +| | | | | correct | +| | | | | agreement from | +| | | | | the list. 4. | +| | | | | Select the | +| | | | | Offer Elements | +| | | | | tab and verify | +| | | | | if the customer | +| | | | | has an active | +| | | | | or expired ACT | +| | | | | Envelope | +| | | | | Credit.¶ ¶ If | +| | | | | Active, the | +| | | | | customer is not | +| | | | | eligible for | +| | | | | another ACT | +| | | | | Envelope Credit | +| | | | | request.If | +| | | | | Expired, | +| | | | | continue to the | +| | | | | next step. A | +| | | | | separate credit | +| | | | | displays for | +| | | | | each new | +| | | | | activation/CTN | +| | | | | in the Payments | +| | | | | & Adjustments | +| | | | | section.FaST - | +| | | | | Screenshot¶ 2¶ | +| | | | | Access the | +| | | | | Offer | +| | | | | Comparison Tool | +| | | | | .External | +| | | | | Centers: Work | +| | | | | with your | +| | | | | manager on site | +| | | | | to access and | +| | | | | fill out the | +| | | | | Offer | +| | | | | Comparison | +| | | | | Tool.¶ 3¶ | +| | | | | Save a copy of | +| | | | | the blank form | +| | | | | to your hard | +| | | | | drive. Do not | +| | | | | add the & | +| | | | | symbol in the | +| | | | | file | +| | | | | name.External | +| | | | | Centers: This | +| | | | | applies to the | +| | | | | manager on | +| | | | | site.¶ | +| | | | | 4Complete the | +| | | | | form.¶ | +| | | | | 1Customer | +| | | | | Information | +| | | | | Section¶ 1. | +| | | | | Segment: NBS | +| | | | | SBS Regional.¶ | +| | | | | ¶ 2. New or | +| | | | | Growth: ¶ ¶ | +| | | | | New is a brand- | +| | | | | new | +| | | | | customer.Growth | +| | | | | is an existing | +| | | | | customer.¶ ¶ | +| | | | | 3. Customer | +| | | | | Name: Enter the | +| | | | | Business Name | +| | | | | (Account | +| | | | | Name).¶ ¶ 4. | +| | | | | Current | +| | | | | Mobility | +| | | | | Carrier: Enter | +| | | | | customer’s | +| | | | | competitor | +| | | | | carrier.¶ ¶ | +| | | | | 5. Customer | +| | | | | Location: Enter | +| | | | | the State the | +| | | | | service is | +| | | | | being set up | +| | | | | in.¶ ¶ 6. | +| | | | | Sales Manager: | +| | | | | Enter your | +| | | | | manager’s | +| | | | | name.¶ ¶ 7. | +| | | | | General | +| | | | | Manager: Select | +| | | | | Tashima.¶ ¶ | +| | | | | 8. Vice- | +| | | | | President: | +| | | | | Auto-populates | +| | | | | when General | +| | | | | Manager is | +| | | | | selected.¶ ¶ | +| | | | | 9. Vertical: | +| | | | | NBS Regional¶ | +| | | | | ¶ 10. | +| | | | | Industry: | +| | | | | Select the | +| | | | | industry that | +| | | | | best matches | +| | | | | the customer.¶ | +| | | | | ¶ 11. Contract | +| | | | | Type: AMB or | +| | | | | ACDA.¶ 2AT&T | +| | | | | Section This | +| | | | | section | +| | | | | represents the | +| | | | | monthly rates | +| | | | | quoted/offered | +| | | | | to the | +| | | | | customer.¶ | +| | | | | Voice Plans: | +| | | | | Specify plan | +| | | | | name, number of | +| | | | | CTNs, and | +| | | | | MRC.Data Plans: | +| | | | | Specify the | +| | | | | plan name, | +| | | | | number of CTNs, | +| | | | | and | +| | | | | MRC.Features: | +| | | | | Specify the | +| | | | | plan name, | +| | | | | number of CTNs, | +| | | | | and MRC.One- | +| | | | | time Charges/Co | +| | | | | mpetitor’s ETF: | +| | | | | Specify the | +| | | | | name, number of | +| | | | | CTNs, and | +| | | | | dollar amount.¶ | +| | | | | List the | +| | | | | competitor’s | +| | | | | ETF here.¶ | +| | | | | Devices: | +| | | | | Specify | +| | | | | Smartphones, | +| | | | | Basic phone or | +| | | | | Data Devices | +| | | | | Source: | +| | | | | Content: rears | +| | | | | Customer | +| | | | | Accounts¶ ¶ | +| | | | | Customers | +| | | | | enrolled in | +| | | | | PA1, PA4 or | +| | | | | standalone | +| | | | | ProTech Support | +| | | | | legacy programs | +| | | | | with an account | +| | | | | that is billed | +| | | | | in arrears will | +| | | | | receive a one- | +| | | | | time bill | +| | | | | credit(s) for | +| | | | | each CTN | +| | | | | enrolled in one | +| | | | | of these legacy | +| | | | | programs. Due | +| | | | | to bill cycle | +| | | | | timing, the | +| | | | | full bill cycle | +| | | | | was charged at | +| | | | | the higher rate | +| | | | | that went into | +| | | | | effect on | +| | | | | 10/5/22 so this | +| | | | | credit is to | +| | | | | offset the days | +| | | | | prior to 10/5. | +| | | | | Note: this | +| | | | | credit only | +| | | | | applies to | +| | | | | billed in | +| | | | | arrears | +| | | | | accounts and | +| | | | | only for the | +| | | | | specified bill | +| | | | | cycle. Credit | +| | | | | amounts are as | +| | | | | follows:¶ ¶ | +| | | | | Each legacy PA1 | +| | | | | line will | +| | | | | receive a one- | +| | | | | time $1.00 | +| | | | | credit. Each | +| | | | | legacy PA4 line | +| | | | | will receive a | +| | | | | one-time $5.00 | +| | | | | credit. Each | +| | | | | legacy ProTech | +| | | | | Support line | +| | | | | will receive a | +| | | | | one-time $1.00 | +| | | | | credit. | +| | | | | Account | +| | | | | impacts¶ ¶ | +| | | | | Adjustments are | +| | | | | being processed | +| | | | | automatically | +| | | | | via sweeps from | +| | | | | 11/9/22 | +| | | | | -11/30/22. The | +| | | | | customer’s bill | +| | | | | will be | +| | | | | systematically | +| | | | | adjusted to | +| | | | | apply the bill | +| | | | | credit. | +| | | | | Credits will | +| | | | | post within 1-2 | +| | | | | bill cycles. | +| | | | | Credits will | +| | | | | include sales | +| | | | | tax | +| | | | | adjustments, | +| | | | | where | +| | | | | applicable. | +| | | | | The below user | +| | | | | notes will be | +| | | | | applied on the | +| | | | | customer’s | +| | | | | account as part | +| | | | | of the bill | +| | | | | credit | +| | | | | transaction:¶ | +| | | | | $1.00 credit | +| | | | | for each CTN | +| | | | | with legacy PA1 | +| | | | | user note: ¶ | +| | | | | Billed in | +| | | | | arrears | +| | | | | account. Line | +| | | | | enrolled in | +| | | | | legacy PA1 had | +| | | | | Oct 5 2022 | +| | | | | price increase. | +| | | | | One-time $1.00 | +| | | | | adj. given as | +| | | | | credit for bill | +| | | | | cycle days | +| | | | | prior to Oct 5 | +| | | | | billed at | +| | | | | higher MRC. See | +| | | | | Article 36506. | +| | | | | ¶ $5.00 credit | +| | | | | for each CTN | +| | | | | with legacy PA4 | +| | | | | user note: ¶ | +| | | | | Billed in | +| | | | | arrears | +| | | | | account. Line | +| | | | | enrolled in | +| | | | | legacy PA4 had | +| | | | | Oct 5 2022 | +| | | | | price increase. | +| | | | | One-time $5.00 | +| | | | | adj. given as | +| | | | | credit for bill | +| | | | | cycle days | +| | | | | prior to Oct 5 | +| | | | | billed at | +| | | | | higher MRC. See | +| | | | | Article 36506. | +| | | | | ¶ $1.00 credit | +| | | | | for each CTN | +| | | | | with standalone | +| | | | | ProTech Support | +| | | | | user note:¶ | +| | | | | Billed in | +| | | | | arrears acct. | +| | | | | Line in legacy | +| | | | | ProTech Support | +| | | | | had Oct 5 2022 | +| | | | | price increase. | +| | | | | One-time $1.00 | +| | | | | adj. given as | +| | | | | credit for bill | +| | | | | cycle days | +| | | | | prior to Oct 5 | +| | | | | billed at | +| | | | | higher MRC. See | +| | | | | Article 36506. | +| | | | | ¶ ¶ No | +| | | | | further credits | +| | | | | should be | +| | | | | applied. What | +| | | | | do you need to | +| | | | | do? No action | +| | | | | needed. This | +| | | | | communication | +| | | | | is for | +| | | | | awareness. ¶ | +| | | | | ¶ Back to Top | +| | | | | Source: | +| | | | | Content: | +| | | | | invoice within | +| | | | | 1-2 billing | +| | | | | cycles.  | +| | | | | ClarifyLite | +| | | | | users: | +| | | | | ClarifyLite | +| | | | | displays the | +| | | | | status as | +| | | | | Failed in red | +| | | | | letters when | +| | | | | transactions do | +| | | | | not process. | +| | | | | The | +| | | | | transactions | +| | | | | are re- | +| | | | | attempted by | +| | | | | ClarifyLite. | +| | | | | Do not re- | +| | | | | submit | +| | | | | adjustments in | +| | | | | ClarifyLite or | +| | | | | Telegence when | +| | | | | you see a | +| | | | | failed | +| | | | | transaction. | +| | | | | ClarifyLite | +| | | | | automatically | +| | | | | corrects or | +| | | | | resubmits the | +| | | | | adjustment. | +| | | | | Case number & | +| | | | | expected | +| | | | | resolution date | +| | | | | were not | +| | | | | provided: | +| | | | | Adjustment has | +| | | | | been applied to | +| | | | | the account. | +| | | | | Appears on the | +| | | | | invoice within | +| | | | | 1-2 bill | +| | | | | cycles. | +| | | | | Combined Bill: | +| | | | | Adjustments are | +| | | | | transferred to | +| | | | | the | +| | | | | wired account | +| | | | | after 5-7 | +| | | | | business days. | +| | | | | Adjustments of | +| | | | | pending charges | +| | | | | are included on | +| | | | | the next | +| | | | | invoice. | +| | | | | Suggested | +| | | | | Verbiage:  | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], I have | +| | | | | applied a net | +| | | | | adjustment for | +| | | | | the [ usage | +| | | | | charges, | +| | | | | international | +| | | | | roaming | +| | | | | charges] in the | +| | | | | amount of | +| | | | | [xx.xx]. The | +| | | | | adjustment will | +| | | | | appear on your | +| | | | | invoice within | +| | | | | 1-2 bill | +| | | | | cycles.  | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], I have | +| | | | | applied a net | +| | | | | adjustment for | +| | | | | the [usage | +| | | | | charges, | +| | | | | international | +| | | | | roaming | +| | | | | charges] in the | +| | | | | amount of | +| | | | | [xx.xx]. The | +| | | | | adjustment will | +| | | | | be transferred | +| | | | | to your wired | +| | | | | account within | +| | | | | 5-7 business | +| | | | | days and will | +| | | | | appear on your | +| | | | | next invoice.  | +| | | | | Balance | +| | | | | Transfer, | +| | | | | DirectBill, or | +| | | | | Write-Off | +| | | | | Adjustments | +| | | | | 1 In Clarify, | +| | | | | select Submit | +| | | | | Adjustment. The | +| | | | | Request Info | +| | | | | tab populates. | +| | | | | 2 From the | +| | | | | Dispute/Adj. | +| | | | | Type drop-down, | +| | | | | select the | +| | | | | option that | +| | | | | matches the | +| | | | | adjustment type | +| | | | | you are issuing | +| | | | | (Balance | +| | | | | Transfer, | +| | | | | DirectBill, or | +| | | | | Write-Off). | +| | | | | 3 Check the | +| | | | | Enter Exact | +| | | | | Adjustment | +| | | | | Amount box. | +| | | | | 4 Customer | +| | | | | Dispute box | +| | | | | must be check | +| | | | | for all | +| | | | | adjustments | +| | | | | over SOD or | +| | | | | sent to CART. | +| | | | | Collection | +| | | | | activity stops | +| | | | | until case | +| | | | | closure. | +| | | | | Disputed amount | +| | | | | is not included | +| | | | | in auto- | +| | | | | payments taken | +| | | | | before the case | +| | | | | is resolved. | +| | | | | If the credit | +| | | | | request is | +| | | | | rejected, the | +| | | | | next invoice | +| | | | | reflects a past | +| | | | | due amount. | +| | | | | Late fee | +| | | | | disputes for | +| | | | | past due | +| | | | | amounts are at | +| | | | | your | +| | | | | discretion. | +| | | | | Classify as an | +| | | | | efficiency | +| | | | | adjustment. | +| | | | | Category | +| | | | | Definition | +| | | | | Examples | +| | | | | Checked | +| | | | | Customer is | +| | | | | questioning a | +| | | | | specific charge | +| | | | | on their bill.  | +| | | | | Disputes | +| | | | | MRC/overage | +| | | | | charges and | +| | | | | requests and | +| | | | | adjustment. | +| | | | | Disputes | +| | | | | activation fees | +| | | | | and requests an | +| | | | | adjustment. | +| | | | | Unchecked | +| | | | | Customer is not | +| | | | | questioning a | +| | | | | specific charge | +| | | | | on their bill | +| | | | | Customer calls | +| | | | | to discuss | +| | | | | their rate plan | +| | | | | and the | +| | | | | representative | +| | | | | rerates and | +| | | | | provides a | +| | | | | proactive | +| | | | | credit. | +| | | | | Credits to | +| | | | | pending charges | +| | | | | Goodwill | +| | | | | adjustments | +| | | | | Proactive | +| | | | | credits by | +| | | | | offline teams | +| | | | | 5 Select the | +| | | | | appropriate | +| | | | | Product Type: | +| | | | | Mobility: | +| | | | | Standard | +| | | | | requests not | +| | | | | related to ASC | +| | | | | products AMS - | +| | | | | Advanced | +| | | | | Mobility | +| | | | | Solutions: BM | +| | | | | IoT and CART | +| | | | | only. Use to | +| | | | | process | +| | | | | adjustments for | +| | | | | products on the | +| | | | | AS Product List | +| | | | | and Transfers. | +| | | | | 6 Select the | +| | | | | Category and | +| | | | | Sub-Category | +| | | | | matching the | +| | | | | credit that is | +| | | | | being applied. | +| | | | | Example: | +| | | | | Crediting a | +| | | | | data rate plan, | +| | | | | select the MRC | +| | | | | and Fees | +| | | | | category and | +| | | | | the Rate Plan | +| | | | | Charge - Data | +| | | | | sub-Category. | +| | | | | Multiple | +| | | | | adjustments: | +| | | | | Select the | +| | | | | category with | +| | | | | the largest | +| | | | | adjustment | +| | | | | impact. Refer | +| | | | | to Adjustment C | +| | | | | ategories secti | +| | | | | on if needed. | +| | | | | 7 Select the | +| | | | | correct | +| | | | | Adjustment | +| | | | | Classification. | +| | | | | Correct Charge: | +| | | | | Result of an | +| | | | | AT&T error | +| | | | | reported within | +| | | | | 6 months of the | +| | | | | disputed | +| | | | | invoice. If | +| | | | | multiple | +| | | | | invoices are | +| | | | | impacted, the | +| | | | | oldest must be | +| | | | | within the6 | +| | | | | month period. | +| | | | | Custom | +| | | | | contracts may | +| | | | | extend the | +| | | | | dispute period | +| | | | | and must have | +| | | | | notes in ROME | +| | | | | stating the | +| | | | | revised dispute | +| | | | | period. | +| | | | | Examples - | +| | | | | Incorrect rate | +| | | | | plan | +| | | | | provisioned, | +| | | | | contractual fee | +| | | | | waivers, and so | +| | | | | on. | +| | | | | Efficiency: | +| | | | | Non-AT&T error | +| | | | | adjustments | +| | | | | based on an | +| | | | | unverifiable | +| | | | | customer claim, | +| | | | | customer misund | +| | | | | erstanding, | +| | | | | customer error, | +| | | | | or one-time goo | +| | | | | dwill.Adjustmen | +| | | | | ts that are the | +| | | | | result of an | +| | | | | AT&T error that | +| | | | | were not | +| | | | | reported within | +| | | | | 6 months of | +| | | | | when the issue | +| | | | | first started. | +| | | | | Examples - | +| | | | | Goodwill | +| | | | | adjustment, | +| | | | | prorated charge | +| | | | | adjustment due | +| | | | | to misunderstan | +| | | | | ding, Source: | +| | | | | Content: . ¶ | +| | | | | Remain active | +| | | | | and in good | +| | | | | standing on | +| | | | | wireless | +| | | | | installment | +| | | | | agreements for | +| | | | | the duration of | +| | | | | the installment | +| | | | | term.Monthly | +| | | | | recurring bill | +| | | | | credit can take | +| | | | | from 1 to 3 | +| | | | | billing | +| | | | | cycles.Customer | +| | | | | is responsible | +| | | | | for payments | +| | | | | until bill | +| | | | | credit is | +| | | | | issued.Will | +| | | | | receive the | +| | | | | first credit | +| | | | | equal to the | +| | | | | number of | +| | | | | payments | +| | | | | already | +| | | | | paid.For | +| | | | | automated | +| | | | | orders, monthly | +| | | | | credits | +| | | | | typically begin | +| | | | | on 1st bill, | +| | | | | for manual | +| | | | | (Data Driven) | +| | | | | orders, credits | +| | | | | will begin | +| | | | | within 3 | +| | | | | bills.If | +| | | | | credits start | +| | | | | on 2nd to 3rd | +| | | | | bill. Customer | +| | | | | must pay | +| | | | | his/her bill in | +| | | | | full until the | +| | | | | credits start | +| | | | | to apply in up | +| | | | | to 3 bill | +| | | | | cycles.Late | +| | | | | fees may apply | +| | | | | when bills are | +| | | | | unpaid.Customer | +| | | | | must pay | +| | | | | installments | +| | | | | until | +| | | | | then.Initially, | +| | | | | customers may | +| | | | | receive | +| | | | | multiple | +| | | | | credits at | +| | | | | onset to bring | +| | | | | them current. | +| | | | | For example, | +| | | | | when validation | +| | | | | is confirmed, | +| | | | | if the customer | +| | | | | has had two or | +| | | | | three | +| | | | | installment | +| | | | | charges, she | +| | | | | will receive | +| | | | | two or three | +| | | | | credits on one | +| | | | | bill to resolve | +| | | | | the past | +| | | | | installment | +| | | | | charges.All | +| | | | | credits after | +| | | | | the initial | +| | | | | application are | +| | | | | individual | +| | | | | monthly credits | +| | | | | based on Max | +| | | | | Bill Credit | +| | | | | outlined | +| | | | | above.If the | +| | | | | discounted | +| | | | | phone is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill credit.If | +| | | | | customer | +| | | | | purchases more | +| | | | | expensive | +| | | | | devices or | +| | | | | higher memory | +| | | | | variants, they | +| | | | | will still only | +| | | | | receive max | +| | | | | bill credit | +| | | | | based on OEM | +| | | | | device purchase | +| | | | | .Account | +| | | | | documentation | +| | | | | will be added | +| | | | | at the back | +| | | | | end; sellers do | +| | | | | not need to | +| | | | | apply.¶ | +| | | | | Cancellations & | +| | | | | Suspensions ¶ | +| | | | | Voluntary | +| | | | | suspensions | +| | | | | will pause the | +| | | | | credit until | +| | | | | the customer’s | +| | | | | line becomes | +| | | | | active again.If | +| | | | | line is | +| | | | | cancelled, | +| | | | | credits will | +| | | | | cease; customer | +| | | | | is responsible | +| | | | | for the | +| | | | | remaining | +| | | | | balance of the | +| | | | | installment | +| | | | | plan in this | +| | | | | scenario.¶ | +| | | | | Exchanges & | +| | | | | Returns ¶ | +| | | | | Credits move to | +| | | | | the new device | +| | | | | when exchanged | +| | | | | for an eligible | +| | | | | phone.If | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | participates in | +| | | | | the promo (so | +| | | | | they don’t | +| | | | | receive their | +| | | | | Value upfront | +| | | | | and instead | +| | | | | qualify for | +| | | | | monthly | +| | | | | credits), but | +| | | | | they are within | +| | | | | their 30-day | +| | | | | period and want | +| | | | | to exchange to | +| | | | | a qualified | +| | | | | device = Promo | +| | | | | Monthly bill | +| | | | | credits | +| | | | | transferCredits | +| | | | | stop when | +| | | | | exchange is | +| | | | | made from an | +| | | | | eligible phone | +| | | | | to ineligible | +| | | | | phone/device.If | +| | | | | phone is | +| | | | | returned and | +| | | | | there is no | +| | | | | Next or EIP | +| | | | | installment on | +| | | | | the line, | +| | | | | customer will | +| | | | | not receive | +| | | | | credits.¶ | +| | | | | Price | +| | | | | Protection & | +| | | | | BRE Price | +| | | | | Protection¶ | +| | | | | All trade-ins | +| | | | | are final. | +| | | | | There is not a | +| | | | | price | +| | | | | protection | +| | | | | period for | +| | | | | trade-in | +| | | | | devices. Once | +| | | | | value has been | +| | | | | issued/given | +| | | | | for a trade-in | +| | | | | device where | +| | | | | credit has been | +| | | | | issued, it is | +| | | | | final. | +| | | | | Customers have | +| | | | | up to 30 days | +| | | | | to cancel their | +| | | | | smartphone | +| | | | | purchase. Acti | +| | | | | vations/Upgrade | +| | | | | s with a trade- | +| | | | | in that | +| | | | | occurred 30 | +| | | | | days prior to | +| | | | | offer start | +| | | | | date can | +| | | | | qualify to | +| | | | | receive the | +| | | | | offer on a | +| | | | | reactive basis. | +| | | | | Price | +| | | | | Protection | +| | | | | escalations | +| | | | | must be | +| | | | | submitted | +| | | | | within 60 days | +| | | | | of promo start | +| | | | | date. Activati | +| | | | | ons/Upgrades | +| | | | | that happen | +| | | | | after offer end | +| | | | | date (due to | +| | | | | port-in | +| | | | | failures, free | +| | | | | shipping | +| | | | | delays, and so | +| | | | | on) will be | +| | | | | honored | +| | | | | reactively. | +| | | | | Qualifying | +| | | | | purchases made | +| | | | | in the 30 days | +| | | | | before an offer | +| | | | | started can be | +| | | | | recognized by | +| | | | | submitting a | +| | | | | Price | +| | | | | Protection | +| | | | | escalation. | +| | | | | BRE for Trade- | +| | | | | In Device¶ ¶ | +| | | | | All trade-ins | +| | | | | are final (once | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | AT&T can’t give | +| | | | | back the traded | +| | | | | in phone). | +| | | | | There is not a | +| | | | | price | +| | | | | protection | +| | | | | period for the | +| | | | | trade-in | +| | | | | devices. Once | +| | | | | value has been | +| | | | | issued/given | +| | | | | for a trade-in | +| | | | | device where | +| | | | | credit has been | +| | | | | issued, it is | +| | | | | final. If | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | participates in | +| | | | | the promo (so | +| | | | | they don’t | +| | | | | receive their | +| | | | | Value upfront | +| | | | | and instead | +| | | | | qualify for | +| | | | | monthly | +| | | | | credits) but | +| | | | | they are within | +| | | | | their 30-day | +| | | | | period and want | +| | | | | to exchange to | +| | | | | a non-qualified | +| | | | | device, AT&T | +| | | | | will mail | +| | | | | customer their | +| | | | | value reward | +| | | | | card. If the | +| | | | | customer | +| | | | | returns & | +| | | | | cancels their | +| | | | | purchase, or if | +| | | | | their trade-in | +| | | | | does not meet | +| | | | | minimum value | +| | | | | after | +| | | | | inspection: ¶ | +| | | | | A one-time bill | +| | | | | credit for the | +| | | | | standard trade- | +| | | | | in value is | +| | | | | applied to the | +| | | | | customer's | +| | | | | account.Notes | +| | | | | will be added | +| | | | | to the account | +| | | | | with the | +| | | | | ineligible | +| | | | | reason.¶ BRE | +| | | | | for Purchase | +| | | | | Device¶ ¶ All | +| | | | | trade-ins are | +| | | | | final (once | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | AT&T can’t give | +| | | | | back the traded | +| | | | | in phone). | +| | | | | Protection and | +| | | | | BRE are not the | +| | | | | same. | +| | | | | Customers have | +| | | | | up to 30 days | +| | | | | after purchase | +| | | | | to return or | +| | | | | exchange | +| | | | | devices. | +| | | | | Trade-ins are | +| | | | | final; | +| | | | | escalations are | +| | | | | managed on a | +| | | | | case-by-case | +| | | | | basis under the | +| | | | | manager | +| | | | | discretion | +| | | | | rules. | +| | | | | Customers who | +| | | | | purchase | +| | | | | eligible | +| | | | | devices during | +| | | | | the active | +| | | | | offer dates who | +| | | | | then make | +| | | | | exchanges | +| | | | | within their | +| | | | | 30-day BRE are | +| | | | | still | +| | | | | recognized for | +| | | | | the offer, even | +| | | | | if the BRE | +| | | | | exchange occurs | +| | | | | after the offer | +| | | | | end date. (No | +| | | | | additional | +| | | | | action is | +| | | | | required from | +| | | | | the seller/repr | +| | | | | esentative) 30 | +| | | | | Days for CRU. | +| | | | | Exclusions¶ ¶ | +| | | | | CRU and | +| | | | | FirstNet Agency | +| | | | | Paid, Extended | +| | | | | Primary, | +| | | | | FirstNet | +| | | | | Subscriber will | +| | | | | NOT be subject | +| | | | | to Source: | ++----+--------------+----------------+----------------+-------------------+ +| 11 | [] | Where is my | To | Content: What I | +| | | discount? | troubleshoot | Need to Know | +| | | | the issue | For an detailed | +| | | | with your | description of | +| | | | discount, we | National | +| | | | need to | Account | +| | | | follow a set | Discounts and | +| | | | of | other discounts | +| | | | procedures. | see ACT Credit, | +| | | | Can you | MRC Modifier, | +| | | | please | National | +| | | | provide more | Account Credit, | +| | | | information | and National | +| | | | about your | Account | +| | | | account and | Discount Troubl | +| | | | the specific | eshooting. Do | +| | | | discount you | not use this | +| | | | are | policy for | +| | | | referring | missing | +| | | | to? | equipment | +| | | | | promotions | +| | | | | (such as BOGO) | +| | | | | or Mobile Share | +| | | | | subscriber | +| | | | | credits. Refer | +| | | | | to the | +| | | | | appropriate | +| | | | | policy for your | +| | | | | workgroup. | +| | | | | Links not | +| | | | | available? Some | +| | | | | articles are | +| | | | | restricted to | +| | | | | specific | +| | | | | profiles. | +| | | | | Procedures 1 | +| | | | | Confirm the | +| | | | | correct FAN was | +| | | | | attached during | +| | | | | the bill cycle | +| | | | | in question. | +| | | | | If Then | +| | | | | Correct FAN | +| | | | | attached | +| | | | | Continue to the | +| | | | | next step. | +| | | | | Incorrect FAN | +| | | | | attached | +| | | | | Tell the | +| | | | | customer that | +| | | | | the FAN | +| | | | | attachment must | +| | | | | be corrected to | +| | | | | reinstate the | +| | | | | customer's | +| | | | | discount. | +| | | | | Submit an | +| | | | | Attachment | +| | | | | Error or | +| | | | | Enrollment | +| | | | | request: | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | Sponsorship | +| | | | | Enrollments: | +| | | | | Adding a FAN | +| | | | | ToBR and CRU | +| | | | | Enrollment | +| | | | | Authorizations | +| | | | | Do not offer | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | If an AT&T | +| | | | | error caused | +| | | | | the issue, | +| | | | | apply an | +| | | | | adjustment. | +| | | | | No FAN attached | +| | | | | Tell the | +| | | | | customer that | +| | | | | the account was | +| | | | | not attached to | +| | | | | a FAN during | +| | | | | the billing | +| | | | | period and was | +| | | | | not eligible | +| | | | | for the | +| | | | | discount. If | +| | | | | the account was | +| | | | | attached to a | +| | | | | FAN after the | +| | | | | billing period, | +| | | | | assist the | +| | | | | customer in | +| | | | | understanding | +| | | | | the eligibility | +| | | | | requirements. | +| | | | | Assist the | +| | | | | customer with | +| | | | | rate | +| | | | | plan/feature | +| | | | | changes needed | +| | | | | to qualify for | +| | | | | the credit. | +| | | | | If the account | +| | | | | is not attached | +| | | | | to a FAN, | +| | | | | assist the | +| | | | | customer with | +| | | | | the enrollment | +| | | | | process. | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | Sponsorship | +| | | | | Enrollments: | +| | | | | Adding a FAN | +| | | | | Do not offer | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | If an AT&T | +| | | | | error caused | +| | | | | the issue, | +| | | | | apply an | +| | | | | adjustment. | +| | | | | 2 Determine | +| | | | | the discount | +| | | | | disbursement | +| | | | | method listed | +| | | | | in FaST and | +| | | | | ensure the | +| | | | | customer is | +| | | | | looking for the | +| | | | | discount in the | +| | | | | area | +| | | | | appropriate for | +| | | | | their | +| | | | | distribution | +| | | | | method. The | +| | | | | disbursement | +| | | | | method can be | +| | | | | determined by | +| | | | | the Disc | +| | | | | Disbursement | +| | | | | Method field. | +| | | | | If Method Is | +| | | | | Then Check | +| | | | | The customer is | +| | | | | sent a monthly | +| | | | | check for the | +| | | | | discount to be | +| | | | | paid. This is | +| | | | | aggregated at | +| | | | | the FAN level. | +| | | | | If the customer | +| | | | | still has | +| | | | | concerns even | +| | | | | though they are | +| | | | | aware that the | +| | | | | discount does | +| | | | | not appear on | +| | | | | the bill, | +| | | | | continue to | +| | | | | Step 4. | +| | | | | Consolidated | +| | | | | Credit | +| | | | | Credit is | +| | | | | posted in BEST | +| | | | | at the FAN | +| | | | | level. Only | +| | | | | provision | +| | | | | Billing FANs | +| | | | | with this | +| | | | | discount | +| | | | | distribution | +| | | | | method. | +| | | | | Customers see | +| | | | | this credit in | +| | | | | eBill | +| | | | | approximately | +| | | | | 30 to 60 days | +| | | | | behind their | +| | | | | current | +| | | | | consolidated | +| | | | | bill cycle | +| | | | | listed as NBS | +| | | | | Consolidated | +| | | | | Discount in the | +| | | | | NBS Corporate | +| | | | | Charges & | +| | | | | Credits | +| | | | | category around | +| | | | | the 5th of | +| | | | | every month. | +| | | | | Ensure the | +| | | | | customer is | +| | | | | looking for the | +| | | | | discount in the | +| | | | | correct section | +| | | | | of eBill.  | +| | | | | If they are, | +| | | | | continue to | +| | | | | Step 4. If | +| | | | | they are not, | +| | | | | walk the | +| | | | | customer | +| | | | | through | +| | | | | locating the | +| | | | | discount. | +| | | | | End-User Credit | +| | | | | Review the | +| | | | | monthly charges | +| | | | | with the | +| | | | | customer. | +| | | | | Individual | +| | | | | Subscribers - | +| | | | | The discount is | +| | | | | listed at the | +| | | | | CTN level in | +| | | | | the invoice for | +| | | | | each CTN under | +| | | | | Monthly | +| | | | | Charges. Group | +| | | | | level - The | +| | | | | discount is | +| | | | | listed at the | +| | | | | Primary CTN | +| | | | | level in the | +| | | | | invoice under | +| | | | | Monthly | +| | | | | Charges. If the | +| | | | | customer has | +| | | | | other | +| | | | | qualifying | +| | | | | charges for | +| | | | | secondary CTNs, | +| | | | | they receive | +| | | | | the FAN | +| | | | | discount credit | +| | | | | for those | +| | | | | charges, but | +| | | | | not the rate | +| | | | | plan. MyAT&T | +| | | | | Zone Users - | +| | | | | Restricted | +| | | | | Telegence users | +| | | | | can verify the | +| | | | | National | +| | | | | Account | +| | | | | Discount using | +| | | | | the customer's | +| | | | | current bill in | +| | | | | myAT&T Zone. | +| | | | | Ensure the | +| | | | | customer is | +| | | | | looking for the | +| | | | | discount in the | +| | | | | correct section | +| | | | | of the bill. | +| | | | | If they are, | +| | | | | continue to the | +| | | | | next step. If | +| | | | | they are not, | +| | | | | walk the | +| | | | | customer | +| | | | | through | +| | | | | locating the | +| | | | | discount. | +| | | | | 3 Is the | +| | | | | National | +| | | | | Account | +| | | | | Discount | +| | | | | missing or | +| | | | | incorrect? | +| | | | | If Discount Is | +| | | | | Then | +| | | | | Missing | +| | | | | Continue to the | +| | | | | next step. | +| | | | | Incorrect | +| | | | | Ensure the | +| | | | | customer is | +| | | | | calculating the | +| | | | | discount | +| | | | | correctly. | +| | | | | Discount | +| | | | | amounts can be | +| | | | | calculated by | +| | | | | multiplying the | +| | | | | discount | +| | | | | percentage by | +| | | | | the qualified | +| | | | | charges. Order | +| | | | | of Charges when | +| | | | | calculating | +| | | | | discounts | +| | | | | Source: | +| | | | | Content: &T's | +| | | | | customers is | +| | | | | important; do | +| | | | | not review | +| | | | | another | +| | | | | customer's | +| | | | | account with | +| | | | | the caller.¶ | +| | | | | Explain that no | +| | | | | current special | +| | | | | incentives are | +| | | | | available for | +| | | | | this | +| | | | | account.Offer | +| | | | | to review other | +| | | | | equipment | +| | | | | choices at | +| | | | | different | +| | | | | prices.¶ My | +| | | | | phone is damage | +| | | | | d/lost/stolen | +| | | | | and I do not | +| | | | | have Device | +| | | | | Protection, so | +| | | | | how can I | +| | | | | qualify for a | +| | | | | discounted | +| | | | | phone?¶ Offer | +| | | | | to order a new | +| | | | | phone at full | +| | | | | retail price | +| | | | | (no | +| | | | | contract/no-com | +| | | | | mitment).Review | +| | | | | available | +| | | | | equipment and | +| | | | | pricing.¶ ¶ | +| | | | | Why can a new | +| | | | | customer get | +| | | | | the phone at a | +| | | | | discounted | +| | | | | price of [XYZ] | +| | | | | dollars; I have | +| | | | | been with you | +| | | | | for five years | +| | | | | and I have to | +| | | | | pay this higher | +| | | | | amount? That | +| | | | | does not make | +| | | | | sense.I see in | +| | | | | the paper that | +| | | | | the phone is | +| | | | | offered at a | +| | | | | much lower | +| | | | | price. Why can | +| | | | | I not get that | +| | | | | price?¶ ¶ | +| | | | | Explain that | +| | | | | most wireless | +| | | | | companies offer | +| | | | | new customers | +| | | | | incentives to | +| | | | | sign a contract | +| | | | | for new | +| | | | | service.Review | +| | | | | the current | +| | | | | benefits and | +| | | | | promotions on | +| | | | | the customer's | +| | | | | account that | +| | | | | are resulting | +| | | | | in cost | +| | | | | savings.Review | +| | | | | past invoices | +| | | | | to point out | +| | | | | the amount of | +| | | | | savings the | +| | | | | customer is | +| | | | | receiving.¶ | +| | | | | Use the | +| | | | | following | +| | | | | template when | +| | | | | notating the | +| | | | | account:¶ ¶ | +| | | | | Secured Offer - | +| | | | | Educated | +| | | | | customer that | +| | | | | they were | +| | | | | upgraded early | +| | | | | and received | +| | | | | discounted | +| | | | | pricing of | +| | | | | $[xx.xx] as an | +| | | | | exception. | +| | | | | Educated | +| | | | | customer that | +| | | | | upgrade fee | +| | | | | applies. | +| | | | | Confirmed | +| | | | | customer | +| | | | | acceptance of | +| | | | | the upgrade fee | +| | | | | and overall | +| | | | | savings.¶ ¶ ¶ | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: : | +| | | | | FAN-based | +| | | | | discounts are | +| | | | | calculated | +| | | | | after any MRC | +| | | | | Modifiers have | +| | | | | been | +| | | | | subtracted. | +| | | | | Telegence | +| | | | | applies | +| | | | | discounts in | +| | | | | descending | +| | | | | order of | +| | | | | monetary | +| | | | | amounts | +| | | | | (highest | +| | | | | amounts are | +| | | | | calculated | +| | | | | first). | +| | | | | Taxes and fees | +| | | | | are not | +| | | | | discountable. | +| | | | | If the discount | +| | | | | is being | +| | | | | calculated | +| | | | | correctly but | +| | | | | the customer | +| | | | | still has | +| | | | | concerns, | +| | | | | continue to the | +| | | | | next step. | +| | | | | 4 Determine | +| | | | | if the rate | +| | | | | plan eligible | +| | | | | for | +| | | | | discounting. | +| | | | | Plan Is Then | +| | | | | Eligible | +| | | | | Continue to | +| | | | | Step 6. | +| | | | | Not Eligible | +| | | | | The customer is | +| | | | | on a rate plan | +| | | | | that does not | +| | | | | support | +| | | | | National | +| | | | | Account | +| | | | | Discounts To | +| | | | | qualify for | +| | | | | discounts for | +| | | | | this line, the | +| | | | | customer must | +| | | | | change their | +| | | | | rate plan. | +| | | | | Since the | +| | | | | customer was | +| | | | | not eligible | +| | | | | for the | +| | | | | discounts, | +| | | | | credits are not | +| | | | | appropriate for | +| | | | | this scenario. | +| | | | | Heads Up: A | +| | | | | limited number | +| | | | | of contract | +| | | | | types allow for | +| | | | | discounts on | +| | | | | BusinessTalk | +| | | | | and | +| | | | | grandfathered | +| | | | | FamilyTalk | +| | | | | plans. If the | +| | | | | customer has | +| | | | | other | +| | | | | qualifying | +| | | | | charges for the | +| | | | | CTN, they will | +| | | | | receive the FAN | +| | | | | discount credit | +| | | | | for those | +| | | | | charges, but | +| | | | | not for the | +| | | | | rate plan | +| | | | | except in the | +| | | | | case of Unity | +| | | | | plans. To | +| | | | | continue | +| | | | | troubleshooting | +| | | | | feature | +| | | | | discounts or | +| | | | | FamilyTalk, | +| | | | | continue to | +| | | | | Step 6. | +| | | | | 5 Is the rate | +| | | | | plan on their | +| | | | | previous bill a | +| | | | | Unity plan or | +| | | | | their current | +| | | | | plan one of the | +| | | | | following? | +| | | | | BusinessTalk | +| | | | | FamilyTalk Zod | +| | | | | iac/Dobson/Trit | +| | | | | on/Alltell | +| | | | | Mobile Share | +| | | | | 300 MB with | +| | | | | Unlimited Talk | +| | | | | and Text (SOC | +| | | | | SDG300MBS) | +| | | | | Senior Nation | +| | | | | 200 | +| | | | | Unlimited plans | +| | | | | Unity | +| | | | | If Then | +| | | | | No Continue to | +| | | | | Step 7. | +| | | | | Yes The | +| | | | | customer is on | +| | | | | a rate plan | +| | | | | that does not | +| | | | | support | +| | | | | National | +| | | | | Account | +| | | | | Discounts. To | +| | | | | qualify for | +| | | | | discounts for | +| | | | | this line, the | +| | | | | customer must | +| | | | | change their  | +| | | | | plan. Since | +| | | | | the customer | +| | | | | was not | +| | | | | eligible for | +| | | | | the discounts, | +| | | | | credits are not | +| | | | | appropriate. A | +| | | | | limited number | +| | | | | of contract | +| | | | | types allow for | +| | | | | discounts on | +| | | | | BusinessTalk | +| | | | | and | +| | | | | grandfathered | +| | | | | FamilyTalk | +| | | | | plans. If the | +| | | | | customer has | +| | | | | other | +| | | | | qualifying | +| | | | | charges for the | +| | | | | CTN, they will | +| | | | | receive the FAN | +| | | | | discount credit | +| | | | | for those | +| | | | | charges, but | +| | | | | not for the | +| | | | | rate plan | +| | | | | except in the | +| | | | | case of Unity | +| | | | | plans. | +| | | | | Unity plans | +| | | | | make the line | +| | | | | ineligible for | +| | | | | all rate plan | +| | | | | and feature | +| | | | | discounts. | +| | | | | To continue tro | +| | | | | ubleshooting, | +| | | | | continue to | +| | | | | Step 7. | +| | | | | 6 Was the | +| | | | | customer on a | +| | | | | Unity Plan | +| | | | | during the | +| | | | | previous bill | +| | | | | cycle? | +| | | | | If Then | +| | | | | No Continue to | +| | | | | the next step. | +| | | | | Yes | +| | | | | Discounts are | +| | | | | delayed by 1 | +| | | | | billing cycle | +| | | | | when moving off | +| | | | | a Unity plan. | +| | | | | Inform the | +| | | | | customer that | +| | | | | they will see | +| | | | | their discount | +| | | | | on the next | +| | | | | bill. Unity | +| | | | | plans make the | +| | | | | line ineligible | +| | | | | for all rate | +| | | | | plan and | +| | | | | feature | +| | | | | discounts. | +| | | | | Since the | +| | | | | customer was | +| | | | | not eligible | +| | | | | for the | +| | | | | discount, | +| | | | | credits are not | +| | | | | appropriate for | +| | | | | this scenario. | +| | | | | 7 What was | +| | | | | the line's | +| | | | | status at the | +| | | | | end of the bill | +| | | | | cycle? | +| | | | | Determine the | +| | | | | line's status | +| | | | | for the date of | +| | | | | the bill cycle | +| | | | | using the | +| | | | | Subscriber | +| | | | | History | +| | | | | Function in | +| | | | | Telegence. | +| | | | | Users without | +| | | | | Telegence | +| | | | | access use | +| | | | | 3TWA. | +| | | | | If Status Is | +| | | | | Then | +| | | | | Active | +| | | | | Continue to the | +| | | | | next step. | +| | | | | Cancelled or | +| | | | | Suspended | +| | | | | Let the | +| | | | | customer know | +| | | | | lines that are | +| | | | | cancelled or | +| | | | | suspended at | +| | | | | the end of the | +| | | | | bill cycle are | +| | | | | not eligible | +| | | | | for National | +| | | | | Account | +| | | | | Discounts. The | +| | | | | line must be | +| | | | | active at the | +| | | | | close of the | +| | | | | bill cycle to | +| | | | | qualify. | +| | | | | Assist the | +| | | | | customer with | +| | | | | re-activating | +| | | | | the account, if | +| | | | | necessary. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | 8 Has the line | +| | | | | been | +| | | | | provisioned | +| | | | | with the | +| | | | | Original iPhone | +| | | | | Data Plan? | +| | | | | The customer's | +| | | | | discount | +| | | | | eligibility is | +| | | | | influenced by | +| | | | | current and | +| | | | | previous data | +| | | | | plans. If the | +| | | | | customer | +| | | | | currently has | +| | | | | Source: | +| | | | | Content: Then | +| | | | | No Continue to | +| | | | | Step 14. | +| | | | | Yes Ensure | +| | | | | the customer is | +| | | | | aware of | +| | | | | special offers. | +| | | | | Ensure that the | +| | | | | customer is | +| | | | | familiar with | +| | | | | the special | +| | | | | requirements | +| | | | | built into | +| | | | | their | +| | | | | discounting | +| | | | | offer | +| | | | | WBAWhat is the | +| | | | | MRC for the | +| | | | | customer's rate | +| | | | | plan or data | +| | | | | feature that is | +| | | | | not receiving | +| | | | | the discount? | +| | | | | $40 + Continue | +| | | | | to Step 13. | +| | | | | $0-$39.99 | +| | | | | Advise the | +| | | | | customer that | +| | | | | rate plans and | +| | | | | date features | +| | | | | that are less | +| | | | | than $40 are | +| | | | | not eligible to | +| | | | | receive the WBA | +| | | | | discount. | +| | | | | Review the | +| | | | | Offer Elements | +| | | | | and assist the | +| | | | | customer in | +| | | | | understanding | +| | | | | the conditions | +| | | | | that must be | +| | | | | met to qualify | +| | | | | for future | +| | | | | credits. | +| | | | | Assist the | +| | | | | customer with | +| | | | | any rate | +| | | | | plan/feature | +| | | | | changes needed | +| | | | | to qualify for | +| | | | | the National | +| | | | | Account | +| | | | | Discount. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | OtherContinue | +| | | | | to Step 14. | +| | | | | 12 Did the | +| | | | | customer meet | +| | | | | the minimum | +| | | | | line | +| | | | | requirement? | +| | | | | AMB/CBE/ISBS | +| | | | | agreement types | +| | | | | receive their | +| | | | | National | +| | | | | Account | +| | | | | Discount for a | +| | | | | 60-day grace | +| | | | | period | +| | | | | regardless of | +| | | | | the number of | +| | | | | lines attached | +| | | | | to the | +| | | | | agreement. | +| | | | | After the grace | +| | | | | period, AMB, | +| | | | | CBE and ISBS | +| | | | | agreement types | +| | | | | require a | +| | | | | minimum line | +| | | | | commitment | +| | | | | before being | +| | | | | eligible for | +| | | | | discounts. If | +| | | | | this | +| | | | | requirement is | +| | | | | not met, the | +| | | | | discount is | +| | | | | automatically | +| | | | | revoked: | +| | | | | All FANs under | +| | | | | the agreement | +| | | | | contribute to | +| | | | | this minimum | +| | | | | line | +| | | | | requirement. | +| | | | | The line count | +| | | | | is taken from | +| | | | | the number of | +| | | | | lines that were | +| | | | | billed during | +| | | | | the previous | +| | | | | month. Lines | +| | | | | that are | +| | | | | suspended or | +| | | | | cancelled do | +| | | | | not count | +| | | | | towards the | +| | | | | minimum line | +| | | | | commitment. | +| | | | | AMB/CBE/ISBS | +| | | | | accounts must | +| | | | | have at least 5 | +| | | | | lines, with one | +| | | | | of those as a | +| | | | | CRU line. | +| | | | | Any change in | +| | | | | the discount | +| | | | | provided may be | +| | | | | delayed by up | +| | | | | to 2 billing | +| | | | | cycles: | +| | | | | Removing the | +| | | | | discount may be | +| | | | | delayed 2 bill | +| | | | | cycles after | +| | | | | the first bill | +| | | | | that does not | +| | | | | meet the | +| | | | | requirements. | +| | | | | Re-adding the | +| | | | | discount may be | +| | | | | delayed 2 bill | +| | | | | cycles after | +| | | | | the first bill | +| | | | | that does meet | +| | | | | the | +| | | | | requirements. | +| | | | | If Then | +| | | | | Yes Continue | +| | | | | to Step 14. | +| | | | | No Advise the | +| | | | | customer: | +| | | | | Without the | +| | | | | appropriate | +| | | | | number of | +| | | | | lines, the FAN | +| | | | | does not | +| | | | | qualify for | +| | | | | discounts. If | +| | | | | additional | +| | | | | lines are added | +| | | | | to fulfill the | +| | | | | commitment, the | +| | | | | discount is re- | +| | | | | enabled. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | 13 Did the | +| | | | | customer meet | +| | | | | the minimum | +| | | | | line | +| | | | | requirement? | +| | | | | WBA agreement | +| | | | | types require a | +| | | | | minimum line | +| | | | | commitment | +| | | | | before being | +| | | | | eligible for | +| | | | | discounts. If | +| | | | | this | +| | | | | requirement is | +| | | | | not met, the | +| | | | | discount is | +| | | | | automatically | +| | | | | revoked. All | +| | | | | FANs under the | +| | | | | agreement | +| | | | | contribute to | +| | | | | this minimum | +| | | | | line | +| | | | | requirement. | +| | | | | The line count | +| | | | | is taken from | +| | | | | the number of | +| | | | | lines that were | +| | | | | billed during | +| | | | | the previous | +| | | | | month. The | +| | | | | change in the | +| | | | | discount | +| | | | | provided may be | +| | | | | delayed by up | +| | | | | to 2 billing | +| | | | | cycles after | +| | | | | the first bill | +| | | | | that met/did | +| | | | | not meet the | +| | | | | requirements. | +| | | | | Lines that are | +| | | | | suspended or | +| | | | | cancelled do | +| | | | | not count | +| | | | | towards the | +| | | | | minimum line | +| | | | | commitment. | +| | | | | WBA agreements | +| | | | | have 3 tiers: | +| | | | | Tier 1: 3-4 | +| | | | | CRUs (or at | +| | | | | least 1 AT&T | +| | | | | Signature | +| | | | | Program with a | +| | | | | minimum of 3 | +| | | | | lines); no | +| | | | | monthly | +| | | | | discount and no | +| | | | | promo Tier 2: | +| | | | | 5-14 users | +| | | | | (with at least | +| | | | | 5 CRUs); Promo: | +| | | | | WBA 5% Tier 3: | +| | | | | 15+ users (with | +| | | | | at least 5 | +| | | | | CRUs); Promo: | +| | | | | WBA 7% | +| | | | | If Then | +| | | | | Yes - Non-Famil | +| | | | | yTalk/Group | +| | | | | plan Continue | +| | | | | to the next | +| | | | | step. Yes | +| | | | | - FamilyTalk/Gr | +| | | | | oup plan | +| | | | | Advise the | +| | | | | customer that | +| | | | | FamilyTalk and | +| | | | | other group | +| | | | | level plans are | +| | | | | not eligible to | +| | | | | receive the WBA | +| | | | | National | +| | | | | Account | +| | | | | Discount. | +| | | | | Review the | +| | | | | Offer Elements | +| | | | | and assist the | +| | | | | customer in | +| | | | | understanding | +| | | | | the conditions | +| | | | | that must be | +| | | | | met to qualify | +| | | | | for future | +| | | | | credits. | +| | | | | Assist the | +| | | | | customer with | +| | | | | any rate | +| | | | | plan/feature | +| | | | | changes needed | +| | | | | to qualify for | +| | | | | the National | +| | | | | Account | +| | | | | Discount. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid charges | +| | | | | No Advise the | +| | | | | customer: | +| | | | | Without the | +| | | | | appropriate | +| | | | | number of | +| | | | | lines, the FAN | +| | | | | does not | +| | | | | qualify for | +| | | | | discounts. If | +| | | | | additional | +| | | | | lines are added | +| | | | | to fulfill the | +| | | | | commitment, the | +| | | | | discount is re- | +| | | | | enabled. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid Source: | +| | | | | Content: | +| | | | | LLFSWHPB | +| | | | | Access for | +| | | | | Wireless Home | +| | | | | Phone | +| | | | | LLFSWHPZB | +| | | | | Access for | +| | | | | Wireless Home | +| | | | | Phone zero | +| | | | | phones | +| | | | | CONNCAR | +| | | | | Connected Car | +| | | | | LLFSSPKB | +| | | | | Access for | +| | | | | HARMAN Spark | +| | | | | LLFSGMB Access | +| | | | | for GM | +| | | | | Connected Car | +| | | | | for Business | +| | | | | Additional SOCs | +| | | | | SOC | +| | | | | Description | +| | | | | ABPLLP10B $10 | +| | | | | ABP for all | +| | | | | tiers (flat | +| | | | | discount) | +| | | | | LLBSDF25B $25 | +| | | | | SDF Next | +| | | | | discount off | +| | | | | all tiers (flat | +| | | | | discount) | +| | | | | LLSDF25BB $25 | +| | | | | SDF discount | +| | | | | off all basic | +| | | | | phones (flat | +| | | | | discount) | +| | | | | LLGUNLB | +| | | | | Business | +| | | | | Unlimited Mix | +| | | | | and Match | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 12 | [] | How do I | To remove a | Content: Add | +| | | remove a | feature from | Bolt-On Data or | +| | | feature from | a group | Feature | | +| | | a group | level, | Remove Feature | +| | | level? | follow these | at a Group | +| | | | steps: 1. | Level | Add a | +| | | | From the BAN | Standalone Data | +| | | | folder, | Plan What I | +| | | | select the | Need to Know | +| | | | Actions | Before starting | +| | | | drop-down > | the process of | +| | | | Group level | changing or | +| | | | services. 2. | adding data | +| | | | If more than | plans or | +| | | | one group | features, | +| | | | appears, | confirm which | +| | | | select the | devices the | +| | | | group that | customer plans | +| | | | contains the | to use and | +| | | | modifying | suggest the | +| | | | numbers. 3. | data plan most | +| | | | Remove the | compatible with | +| | | | necessary | their usage and | +| | | | PPU features | equipment. | +| | | | that the | Data packages | +| | | | data package | are add-on | +| | | | plan would | features for | +| | | | replace from | handset | +| | | | the | browsing. These | +| | | | Additional | cannot be used | +| | | | Services | on smartphones | +| | | | section. 4. | (includes | +| | | | To remove, | BlackBerry and | +| | | | highlight | iPhone) or | +| | | | the feature | laptop cards. | +| | | | and click | Add Bolt-On | +| | | | Delete. 5. | Data Plan or | +| | | | To select | Feature to | +| | | | more than | Single Line | +| | | | one feature, | From the BAN | +| | | | hold the | folder, click | +| | | | shift key on | the Agreement | +| | | | the keyboard | tab. If | +| | | | while | upgrading from | +| | | | selecting | one data plan | +| | | | the desired | to another, | +| | | | feature(s). | proceed to step | +| | | | 6. Remove or | 4. From the | +| | | | expire | Agreement tab, | +| | | | features by | remove all | +| | | | entering the | existing PPU | +| | | | date in the | features that | +| | | | Expire field | the data | +| | | | and click | package plan | +| | | | Save. 7. | replaces. To | +| | | | Click OK to | remove, | +| | | | save and | highlight the | +| | | | close the | feature and | +| | | | group level | click Delete. | +| | | | services | To select more | +| | | | panel. Let | than one | +| | | | me know if | feature, hold | +| | | | you have any | the Shift key | +| | | | other | on the keyboard | +| | | | questions. | while selecting | +| | | | | the desired | +| | | | | feature(s). | +| | | | | Remove/expire | +| | | | | features by | +| | | | | entering the | +| | | | | date in the | +| | | | | Expire field | +| | | | | and clicking | +| | | | | Save. On the | +| | | | | Options | +| | | | | toolbar, click | +| | | | | Save. From the | +| | | | | Agreement tab: | +| | | | | Click List to | +| | | | | open the | +| | | | | Services List | +| | | | | window. Select | +| | | | | the added | +| | | | | feature and | +| | | | | click OK. | +| | | | | Review the Rate | +| | | | | Plan details to | +| | | | | ensure you are | +| | | | | adding the | +| | | | | correct plan | +| | | | | code. | +| | | | | Eligibility for | +| | | | | international | +| | | | | roaming data | +| | | | | plans are the | +| | | | | same as any | +| | | | | international | +| | | | | roaming voice | +| | | | | feature. To | +| | | | | ensure proper | +| | | | | compensation, | +| | | | | in the Comp | +| | | | | field, enter | +| | | | | the comp code | +| | | | | of the | +| | | | | individual who | +| | | | | made the sale. | +| | | | | BMC: Use comp | +| | | | | code BMGCA. | +| | | | | BME: See | +| | | | | Commission | +| | | | | Codes - BCSS | +| | | | | In the | +| | | | | Effective | +| | | | | field, enter | +| | | | | the effective | +| | | | | date. If | +| | | | | changing a link | +| | | | | feature and the | +| | | | | error message, | +| | | | | Group-level | +| | | | | Shared SOCs | +| | | | | cannot be | +| | | | | deleted appears | +| | | | | while | +| | | | | attempting to | +| | | | | remove PPU | +| | | | | features, | +| | | | | remove the | +| | | | | features at the | +| | | | | group level | +| | | | | before | +| | | | | attempting | +| | | | | provisioning. | +| | | | | On the Options | +| | | | | toolbar, click | +| | | | | Save. Remove | +| | | | | Features at | +| | | | | Group Level | +| | | | | From the BAN | +| | | | | folder, select | +| | | | | the Actions | +| | | | | drop-down > | +| | | | | Group level | +| | | | | services. From | +| | | | | the Group level | +| | | | | services panel, | +| | | | | if more than | +| | | | | one group | +| | | | | appears, select | +| | | | | the group that | +| | | | | contains the | +| | | | | modifying | +| | | | | numbers. | +| | | | | Remove the | +| | | | | necessary PPU | +| | | | | features that | +| | | | | the data | +| | | | | package plan | +| | | | | would replace | +| | | | | from the | +| | | | | Additional | +| | | | | Services | +| | | | | section. To | +| | | | | remove, | +| | | | | highlight the | +| | | | | feature and | +| | | | | click Delete. | +| | | | | To select more | +| | | | | than one | +| | | | | feature, hold | +| | | | | the shift key | +| | | | | on the keyboard | +| | | | | while selecting | +| | | | | the desired | +| | | | | feature(s). | +| | | | | Remove or | +| | | | | expire features | +| | | | | by entering the | +| | | | | date in the | +| | | | | Expire field | +| | | | | and click Save. | +| | | | | Click OK to | +| | | | | save and close | +| | | | | the group level | +| | | | | services panel. | +| | | | | Once you remove | +| | | | | the group level | +| | | | | features, | +| | | | | provision each | +| | | | | line of service | +| | | | | with the | +| | | | | appropriate | +| | | | | data package or | +| | | | | PPU features by | +| | | | | adding data | +| | | | | features to a | +| | | | | single line of | +| | | | | service. | +| | | | | Failure to | +| | | | | provision each | +| | | | | line with the | +| | | | | corresponding | +| | | | | data features | +| | | | | results in | +| | | | | billing errors | +| | | | | or data service | +| | | | | disruptions.Whe | +| | | | | n changing or | +| | | | | upgrading data | +| | | | | features, | +| | | | | ensure the | +| | | | | current feature | +| | | | | expiration date | +| | | | | and the new | +| | | | | feature | +| | | | | effective date | +| | | | | do not | +| | | | | overlapExample: | +| | | | | Pay Per | +| | | | | SMS/WXP1/MMS | +| | | | | May 14, 2020 | +| | | | | Packaged | +| | | | | SMS/WXP1/MMS | +| | | | | May 15, 2020 | +| | | | | Pay Per WXP1 | +| | | | | May 14, 2020 S | +| | | | | martphone/Black | +| | | | | Berry/iPhone | +| | | | | plan May 15, | +| | | | | 2020 Add | +| | | | | Standalone Data | +| | | | | Plan to Single | +| | | | | Line From the | +| | | | | BAN folder, | +| | | | | click the | +| | | | | Agreement tab. | +| | | | | Double-click | +| | | | | the PP field in | +| | | | | the Price Plan | +| | | | | section to | +| | | | | display the | +| | | | | Change Price | +| | | | | Plan window. | +| | | | | If the service | +| | | | | is currently | +| | | | | part of a group | +| | | | | voice plan, TLG | +| | | | | displays the | +| | | | | following | +| | | | | warning: | +| | | | | Subscriber will | +| | | | | be removed from | +| | | | | its group if PP | +| | | | | is changed. | +| | | | | Click Yes to | +| | | | | continue to the | +| | | | | Change Price | +| | | | | Plan window. | +| | | | | In the New | +| | | | | section, | +| | | | | double-click | +| | | | | the Price Plan. | +| | | | | The Price Plan | +| | | | | List window | +| | | | | displays. | +| | | | | Select the new | +| | | | | price plan from | +| | | | | the list. Be | +| | | | | aware the list | +| | | | | displays both | +| | | | | voice and data | +| | | | | plans. Review | +| | | | | the rate plan | +| | | | | details to | +| | | | | ensure to add | +| | | | | the correct | +| | | | | data price plan | +| | | | | code. | +| | | | | Eligibility for | +| | | | | international | +| | | | | roaming data | +| | | | | plans is the | +| | | | | same as for any | +| | | | | international | +| | | | | roaming voice | +| | | | | features. From | +| | | | | the Terms drop- | +| | | | | down, select | +| | | | | the applicable | +| | | | | contract term | +| | | | | and click OK. | +| | | | | In the | +| | | | | Effective | +| | | | | field, enter | +| | | | | the effective | +| | | | | date. Confirm | +| | | | | the effective | +| | | | | date of the | +| | | | | data plan | +| | | | | change with the | +| | | | | customer. Set | +| | | | | the proper | +| | | | | expectations. | +| | | | | Click OK > Yes | +| | | | | to complete the | +| | | | | process. | +| | | | | Source: | +| | | | | Content: aming | +| | | | | Feature, then | +| | | | | upgrade them to | +| | | | | a rate plan | +| | | | | that includes | +| | | | | messaging in | +| | | | | the billed | +| | | | | country.Or, add | +| | | | | the NIRM SOC to | +| | | | | prevent future | +| | | | | roaming | +| | | | | charges.¶ ¶ ¶ | +| | | | | Source: | +| | | | | Content: | +| | | | | Procedures | | +| | | | | Reasons for | +| | | | | Plan Removal | | +| | | | | Select a | +| | | | | Current | +| | | | | Smartphone Data | +| | | | | Plan (Tiered | +| | | | | Data) | | +| | | | | Valid/Invalid | +| | | | | Reasons | | +| | | | | Escalations | | +| | | | | FAQ Use the | +| | | | | following | +| | | | | guidelines when | +| | | | | assisting | +| | | | | customers with | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans to help | +| | | | | determine if | +| | | | | eligible for an | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan and which | +| | | | | plan is right | +| | | | | for your | +| | | | | customer. | +| | | | | Definitions | +| | | | | Term | +| | | | | Definition | +| | | | | Grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan Unlimited | +| | | | | plans were | +| | | | | grandfathered | +| | | | | and renamed as | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans. | +| | | | | Systems were | +| | | | | updated to | +| | | | | allow | +| | | | | smartphone | +| | | | | customers who | +| | | | | were currently | +| | | | | provisioned on | +| | | | | one of these | +| | | | | plans to keep | +| | | | | an unlimited | +| | | | | plan as long as | +| | | | | they had a | +| | | | | smartphone (any | +| | | | | type of | +| | | | | smartphone) | +| | | | | active on the | +| | | | | CTN. Only | +| | | | | available to | +| | | | | smartphone | +| | | | | customers who | +| | | | | have had a | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan previously | +| | | | | on their line | +| | | | | of service and | +| | | | | qualify to | +| | | | | retain a | +| | | | | smartphone | +| | | | | unlimited data | +| | | | | plan. May not | +| | | | | be sold to new | +| | | | | customers or | +| | | | | customers who | +| | | | | have not | +| | | | | previously had | +| | | | | a grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan. 4G SOCs | +| | | | | begin with | +| | | | | "HS". Only | +| | | | | those | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans that the | +| | | | | customer is | +| | | | | eligible for | +| | | | | are viewable in | +| | | | | the billing | +| | | | | system. Custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan Custom | +| | | | | version of the | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans for | +| | | | | customers with | +| | | | | a custom | +| | | | | agreement. | +| | | | | SOCs begin with | +| | | | | an "R", such as | +| | | | | RIPN1. 4G | +| | | | | version SOCs | +| | | | | begin with | +| | | | | "RHS". Created | +| | | | | for customers | +| | | | | who negotiated | +| | | | | for an | +| | | | | unlimited data | +| | | | | plan and have a | +| | | | | FAN profile | +| | | | | with an Offer | +| | | | | Element (OE) | +| | | | | for an | +| | | | | unlimited data | +| | | | | plan. | +| | | | | Available only | +| | | | | to customers | +| | | | | with a Product | +| | | | | Allowance OE | +| | | | | for an | +| | | | | unlimited rate | +| | | | | plan. Appears | +| | | | | in the billing | +| | | | | system if | +| | | | | available for | +| | | | | the customer, | +| | | | | per the Common | +| | | | | Product Catalog | +| | | | | (CPC) rules. | +| | | | | Procedures | +| | | | | New/Existing | +| | | | | Line of Service | +| | | | | Determine if | +| | | | | the customer | +| | | | | has a FAN. If | +| | | | | Then Yes | +| | | | | Verify the FAN | +| | | | | allows for | +| | | | | custom plans: | +| | | | | If FAN does not | +| | | | | allow for | +| | | | | custom plans, | +| | | | | advise the | +| | | | | customer they | +| | | | | do not qualify | +| | | | | for an | +| | | | | unlimited data | +| | | | | plan.Suggested | +| | | | | Scripting: I'm | +| | | | | sorry Mr./Ms. | +| | | | | [Customer | +| | | | | Name], | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are not | +| | | | | available. | +| | | | | However, we do | +| | | | | offer several | +| | | | | data plans and | +| | | | | I'll be happy | +| | | | | to work with | +| | | | | you to identify | +| | | | | one that meets | +| | | | | your needs. | +| | | | | Select a | +| | | | | current | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data). See | +| | | | | the customer's | +| | | | | Offer Elements | +| | | | | for a list of | +| | | | | allowed custom | +| | | | | plans. Change | +| | | | | the rate plan | +| | | | | in the billing | +| | | | | system: The | +| | | | | billing system | +| | | | | displays the | +| | | | | custom plans | +| | | | | allowed by the | +| | | | | profile.Excepti | +| | | | | on: Customer | +| | | | | Service groups | +| | | | | should change | +| | | | | the plan in | +| | | | | Telegence. If | +| | | | | you have OPUS | +| | | | | access only, | +| | | | | for | +| | | | | instructions | +| | | | | for completing | +| | | | | the | +| | | | | transaction, | +| | | | | see OPUS Hub. | +| | | | | No The | +| | | | | customer does | +| | | | | not qualify for | +| | | | | an unlimited | +| | | | | data plan. | +| | | | | Advise the | +| | | | | customer they | +| | | | | are not | +| | | | | eligible for an | +| | | | | unlimited plan: | +| | | | | Suggested | +| | | | | Scripting: I'm | +| | | | | sorry Mr./Ms. | +| | | | | [Customer | +| | | | | Name], | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are not | +| | | | | available. | +| | | | | However, we do | +| | | | | offer several | +| | | | | data plans and | +| | | | | I'll be happy | +| | | | | to work with | +| | | | | you to identify | +| | | | | one that meets | +| | | | | your needs. | +| | | | | Select a | +| | | | | current | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data). Quick | +| | | | | Messaging | +| | | | | Device with Unl | +| | | | | imited/Standalo | +| | | | | ne Data | +| | | | | Feature; | +| | | | | Upgrading to | +| | | | | Smartphone | +| | | | | Determine if | +| | | | | the customer | +| | | | | has a FAN: If | +| | | | | Then Yes | +| | | | | Verify the FAN | +| | | | | allows for | +| | | | | custom plans: | +| | | | | If FAN does not | +| | | | | allow for | +| | | | | custom plans, | +| | | | | advise the | +| | | | | customer they | +| | | | | do not qualify | +| | | | | for an | +| | | | | unlimited data | +| | | | | plan.Suggested | +| | | | | Scripting: I'm | +| | | | | sorry Mr./Ms. | +| | | | | [Customer | +| | | | | Name], | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are not | +| | | | | available. | +| | | | | However, we do | +| | | | | offer several | +| | | | | data plans and | +| | | | | I'll be happy | +| | | | | to work with | +| | | | | you to identify | +| | | | | one that meets | +| | | | | your needs. | +| | | | | Select a | +| | | | | current | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data). See | +| | | | | the customer's | +| | | | | Offer Elements | +| | | | | for a list of | +| | | | | allowed custom | +| | | | | plans. Change | +| | | | | the rate plan | +| | | | | in the billing | +| | | | | system: The | +| | | | | billing system | +| | | | | displays the | +| | | | | custom plans | +| | | | | allowed by the | +| | | | | profile. | +| | | | | Customer | +| | | | | Service groups | +| | | | | should change | +| | | | | the plan in | +| | | | | Telegence. No | +| | | | | The customer | +| | | | | does not | +| | | | | qualify for an | +| | | | | unlimited data | +| | | | | plan. Advise | +| | | | | the customer | +| | | | | they are not | +| | | | | eligible for an | +| | | | | unlimited | +| | | | | plan.Suggested | +| | | | | Scripting: I'm | +| | | | | sorry Mr./Ms. | +| | | | | [Customer | +| | | | | Name], | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are not | +| | | | | available. | +| | | | | However, we do | +| | | | | offer several | +| | | | | data plans and | +| | | | | I'll be happy | +| | | | | to work with | +| | | | | you to identify | +| | | | | one that meets | +| | | | | your needs. | +| | | | | Select a | +| | | | | current | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data). | +| | | | | Unlimited | +| | | | | Smartphone Data | +| | | | | Plan Source: | +| | | | | Content: AT&T | +| | | | | continually | +| | | | | brings new rate | +| | | | | plans and | +| | | | | features to our | +| | | | | customers. As | +| | | | | we bring new | +| | | | | options to | +| | | | | market, older | +| | | | | rate plans and | +| | | | | features are | +| | | | | grandfathered. | +| | | | | Use this policy | +| | | | | to determine | +| | | | | provisional | +| | | | | availability of | +| | | | | the | +| | | | | grandfathered | +| | | | | or expired rate | +| | | | | plans/features. | +| | | | | ¶ ¶ | +| | | | | Definitions¶ ¶ | +| | | | | Term | +| | | | | Definition | +| | | | | Classic Same | +| | | | | as | +| | | | | grandfathered | +| | | | | Custom Rate | +| | | | | plans or | +| | | | | features | +| | | | | created | +| | | | | specifically | +| | | | | for customers | +| | | | | based on their | +| | | | | contract; | +| | | | | located under | +| | | | | Offer Elements | +| | | | | in the FAN | +| | | | | profile | +| | | | | Expired Rate | +| | | | | plans or | +| | | | | features no | +| | | | | longer active | +| | | | | and restricted/ | +| | | | | retired from | +| | | | | any use | +| | | | | Grandfathered | +| | | | | Rate plans or | +| | | | | features no | +| | | | | longer active | +| | | | | and available | +| | | | | for customers | +| | | | | to select. | +| | | | | Customers with | +| | | | | grandfathered | +| | | | | or expired rate | +| | | | | plans or | +| | | | | features at the | +| | | | | time of | +| | | | | retirement | +| | | | | continue to | +| | | | | keep these | +| | | | | until making a | +| | | | | change. | +| | | | | Restricted | +| | | | | Another term | +| | | | | used for Custom | +| | | | | rate plans or | +| | | | | features Do | +| | | | | not offer | +| | | | | grandfathered | +| | | | | or expired rate | +| | | | | plans or | +| | | | | features to:¶ | +| | | | | ¶ New customer | +| | | | | sCustomers who | +| | | | | changed or | +| | | | | upgraded from | +| | | | | these options¶ | +| | | | | In limited | +| | | | | scenarios | +| | | | | (defined in | +| | | | | Eligibility | +| | | | | Scenarios under | +| | | | | the Procedures | +| | | | | section), the | +| | | | | customer may be | +| | | | | eligible for | +| | | | | the | +| | | | | grandfathered | +| | | | | or expired rate | +| | | | | plans or | +| | | | | features. In | +| | | | | scenarios where | +| | | | | the result | +| | | | | lists as | +| | | | | Ineligible, no | +| | | | | one can | +| | | | | override the | +| | | | | eligibility.¶ | +| | | | | Do not file a | +| | | | | Clarify case | +| | | | | for ineligible | +| | | | | customers, as | +| | | | | these reject.¶ | +| | | | | Customers who | +| | | | | wish to migrate | +| | | | | from an expired | +| | | | | plan (such as | +| | | | | unlimited) to | +| | | | | participate in | +| | | | | Mobile Share, | +| | | | | are not able to | +| | | | | migrate back. | +| | | | | Expectations¶ | +| | | | | ¶ ¶ Set the | +| | | | | appropriate | +| | | | | expectations, | +| | | | | based on the | +| | | | | eligibility | +| | | | | result using | +| | | | | Determine | +| | | | | Eligibility in | +| | | | | the Procedures | +| | | | | section.¶ ¶ | +| | | | | Term | +| | | | | Definition | +| | | | | Eligible Set | +| | | | | all rate plan | +| | | | | or feature | +| | | | | change | +| | | | | expectations. | +| | | | | Eligible - Case | +| | | | | filed ¶ This | +| | | | | indicates a | +| | | | | submitted | +| | | | | request for the | +| | | | | rate plan or | +| | | | | feature | +| | | | | review.¶ ¶ If | +| | | | | approved, add | +| | | | | it the | +| | | | | customer's | +| | | | | service.If | +| | | | | denied, contact | +| | | | | the customer.¶ | +| | | | | ¶ The rate | +| | | | | plan/feature | +| | | | | prorates based | +| | | | | on the date | +| | | | | added, | +| | | | | providing the | +| | | | | following:¶ ¶ | +| | | | | Clarify case | +| | | | | numberExpected | +| | | | | resolution | +| | | | | date¶ | +| | | | | Ineligible The | +| | | | | request for the | +| | | | | grandfathered | +| | | | | or expired rate | +| | | | | plan or feature | +| | | | | does not meet | +| | | | | the eligibility | +| | | | | requirements. | +| | | | | Rate | +| | | | | Plan/Feature | +| | | | | Life Cycle¶ ¶ | +| | | | | ¶ As rate | +| | | | | plans and | +| | | | | features | +| | | | | progress | +| | | | | through the | +| | | | | life cycle, | +| | | | | they become | +| | | | | available to | +| | | | | different sales | +| | | | | channels. The | +| | | | | availability of | +| | | | | grandfathered | +| | | | | rate plans and | +| | | | | feature SOCs | +| | | | | vary according | +| | | | | to the market.¶ | +| | | | | ¶ User Detail | +| | | | | Area | +| | | | | managers/vendor | +| | | | | operations | +| | | | | managers and | +| | | | | BCSS Billing | +| | | | | subject matter | +| | | | | experts (SMEs) | +| | | | | You have access | +| | | | | to the plans | +| | | | | from 31-60 days | +| | | | | after updating | +| | | | | to a | +| | | | | Grandfathered | +| | | | | status. | +| | | | | Requests for | +| | | | | rate plans or | +| | | | | features 61 to | +| | | | | 90 days out | +| | | | | require area | +| | | | | manager | +| | | | | approval for | +| | | | | each subscriber | +| | | | | affected. | +| | | | | Billing | +| | | | | Applications | +| | | | | Support (BAS) | +| | | | | Team This team | +| | | | | has access to | +| | | | | the | +| | | | | grandfathered | +| | | | | and expired | +| | | | | plans at all | +| | | | | times. BCSS | +| | | | | BCSS retains | +| | | | | access to | +| | | | | grandfathered | +| | | | | rate plans and | +| | | | | features for 30 | +| | | | | days after | +| | | | | updating to a | +| | | | | grandfathered | +| | | | | status. | +| | | | | Internal | +| | | | | centers Area | +| | | | | manager's name | +| | | | | and email | +| | | | | address must be | +| | | | | in the notes. | +| | | | | Contact occurs | +| | | | | to confirm | +| | | | | their approval. | +| | | | | Vendor centers | +| | | | | Vendor | +| | | | | Operations | +| | | | | manager's name, | +| | | | | email address, | +| | | | | and company- | +| | | | | specific email | +| | | | | must be in the | +| | | | | notes section. | +| | | | | Example: | +| | | | | @startekc.com | +| | | | | Contact occurs | +| | | | | to confirm | +| | | | | their approval. | +| | | | | Determine | +| | | | | Eligibility¶ ¶ | +| | | | | ¶ ¶ Review | +| | | | | Eligibility | +| | | | | Scenarios to | +| | | | | determine if | +| | | | | the customer is | +| | | | | eligible for a | +| | | | | grandfathered/e | +| | | | | xpired rate | +| | | | | plan or | +| | | | | feature.¶ ¶ | +| | | | | If eligible, go | +| | | | | to step 2.If | +| | | | | ineligible, go | +| | | | | to step 3.¶ ¶ | +| | | | | Review the | +| | | | | Eligibility | +| | | | | Window.¶ ¶ | +| | | | | Submit requests | +| | | | | within the | +| | | | | indicated | +| | | | | window.The | +| | | | | window begins | +| | | | | on the day the | +| | | | | scenario | +| | | | | occurred.¶ ¶ | +| | | | | Eligibility | +| | | | | Window¶ ¶ If | +| | | | | within the | +| | | | | window, go to | +| | | | | step 4.If not | +| | | | | within the | +| | | | | window, go to | +| | | | | step 3.¶ ¶ | +| | | | | Under | +| | | | | Expectations, | +| | | | | read Ineligible | +| | | | | .Review current | +| | | | | rate plans | +| | | | | and/or features | +| | | | | to determine | +| | | | | the best fit | +| | | | | for the | +| | | | | customer and | +| | | | | make updates as | +| | | | | needed.Stop | +| | | | | here: This is | +| | | | | the end of the | +| | | | | process.¶ ¶ | +| | | | | To locate the | +| | | | | grandfathered | +| | | | | plans, select | +| | | | | Grandfathered | +| | | | | within the Rate | +| | | | | Plan and | +| | | | | Feature flows | +| | | | | in OPUS.¶ ¶ | +| | | | | If the grandfat | +| | | | | hered/expired | +| | | | | plan:¶ ¶ | +| | | | | Appears in | +| | | | | ordering | +| | | | | system, add the | +| | | | | grandfathered | +| | | | | rate plan or | +| | | | | feature, save, | +| | | | | and go to | +| | | | | Source: | +| | | | | Content: US - | +| | | | | Business and | +| | | | | Add, Change, or | +| | | | | Remove Features | +| | | | | - OPUS - | +| | | | | Business¶ ¶ ¶ | +| | | | | Any rate plan | +| | | | | or additional | +| | | | | feature changes | +| | | | | made at this | +| | | | | time must also | +| | | | | be made | +| | | | | effective | +| | | | | immediately or | +| | | | | performed in a | +| | | | | separate | +| | | | | transaction. ¶ | +| | | | | ¶ ¶ For CRU | +| | | | | End-Users – | +| | | | | FaST profile | +| | | | | authorization | +| | | | | is required to | +| | | | | add new rate | +| | | | | plans and/or | +| | | | | features, but | +| | | | | is not required | +| | | | | if replacing an | +| | | | | incompatible | +| | | | | rate | +| | | | | plan/feature | +| | | | | with a similar, | +| | | | | compatible rate | +| | | | | plan/feature. ¶ | +| | | | | ¶ ¶ Continue | +| | | | | with IMEI and | +| | | | | SIM (for New | +| | | | | SIM only) | +| | | | | change and | +| | | | | submit.¶ ¶ | +| | | | | Validate | +| | | | | information was | +| | | | | successfully | +| | | | | changed in the | +| | | | | billing | +| | | | | system.¶ | +| | | | | Determine | +| | | | | Device Type: | +| | | | | proceed to next | +| | | | | steps based on | +| | | | | the type of | +| | | | | device being | +| | | | | activated. | +| | | | | iPhone/iPad | +| | | | | Non-iPhone/iPad | +| | | | | iPhone/iPad | +| | | | | Devices :¶ ¶ | +| | | | | Inform the | +| | | | | customer their | +| | | | | device has | +| | | | | already been | +| | | | | activated and | +| | | | | they must | +| | | | | complete one of | +| | | | | the following | +| | | | | to finish the | +| | | | | activation | +| | | | | process: | +| | | | | iPhone/iPad | +| | | | | with iOS 4.x | +| | | | | and prior - | +| | | | | direct the | +| | | | | customer to | +| | | | | tether via | +| | | | | iTunes to | +| | | | | complete | +| | | | | activation | +| | | | | process. | +| | | | | iPhone/iPad | +| | | | | with iOS 5 and | +| | | | | later – direct | +| | | | | the customer to | +| | | | | complete their | +| | | | | activation | +| | | | | wirelessly with | +| | | | | the PC-Free | +| | | | | Activation and | +| | | | | Setup (iOS 5 or | +| | | | | Later) for | +| | | | | iPhone and iPad | +| | | | | . Perform | +| | | | | incoming and | +| | | | | outgoing test | +| | | | | calls and check | +| | | | | data | +| | | | | connectivity | +| | | | | only if the | +| | | | | customer | +| | | | | indicates they | +| | | | | have already | +| | | | | completed the | +| | | | | activation | +| | | | | process via | +| | | | | iTunes (tether | +| | | | | or PC free) and | +| | | | | have equipment | +| | | | | in hand. Test | +| | | | | calls are not | +| | | | | required for | +| | | | | iPads. The | +| | | | | device displays | +| | | | | GPRS, EDGE, 3G, | +| | | | | or UMTS in all | +| | | | | capital letters | +| | | | | if data | +| | | | | connectivity | +| | | | | has been | +| | | | | established, or | +| | | | | have the | +| | | | | customer | +| | | | | successfully | +| | | | | access a | +| | | | | website to | +| | | | | ensure | +| | | | | connectivity. | +| | | | | Non-iPhone/iPad | +| | | | | Devices: | +| | | | | Inform the | +| | | | | customer their | +| | | | | device is now | +| | | | | active and:¶ ¶ | +| | | | | Complete | +| | | | | incoming and | +| | | | | outgoing test | +| | | | | calls with the | +| | | | | customer's new | +| | | | | device, if | +| | | | | applicable.¶ ¶ | +| | | | | If the customer | +| | | | | does not have | +| | | | | equipment in | +| | | | | hand, test | +| | | | | calls/data | +| | | | | connectivity | +| | | | | are not | +| | | | | required.¶ The | +| | | | | device displays | +| | | | | GPRS, EDGE, 3G, | +| | | | | or UMTS in all | +| | | | | capital letters | +| | | | | if data | +| | | | | connectivity | +| | | | | has been | +| | | | | established, or | +| | | | | have the | +| | | | | customer | +| | | | | successfully | +| | | | | access a | +| | | | | website to | +| | | | | ensure | +| | | | | connectivity. | +| | | | | For AirCards, | +| | | | | the Connect | +| | | | | button in the | +| | | | | AT&T | +| | | | | Communication | +| | | | | Manager (ACM) | +| | | | | on the laptop | +| | | | | appears once | +| | | | | the device | +| | | | | obtains | +| | | | | wireless data | +| | | | | availability. | +| | | | | Or, you may | +| | | | | have the | +| | | | | customer | +| | | | | successfully | +| | | | | access a Web | +| | | | | site or ensure | +| | | | | connectivity. | +| | | | | PCN | +| | | | | Expectations | +| | | | | Suggested | +| | | | | Verbiage I | +| | | | | will be sending | +| | | | | you a | +| | | | | confirmation | +| | | | | e-mail of what | +| | | | | we completed | +| | | | | today along | +| | | | | with | +| | | | | instructions | +| | | | | for setting up | +| | | | | your voicemail. | +| | | | | May I please | +| | | | | verify your | +| | | | | e-mail address? | +| | | | | Follow your | +| | | | | group's Post | +| | | | | Call | +| | | | | Notification | +| | | | | policy | +| | | | | Customer | +| | | | | Expectations - | +| | | | | BME Post Call | +| | | | | Notification | +| | | | | (PCN) - Clarify | +| | | | | - BMC Set all | +| | | | | other | +| | | | | expectations | +| | | | | according to | +| | | | | device type: | +| | | | | Non-iPhone | +| | | | | Expectations | +| | | | | Voicemail: | +| | | | | Offer to assist | +| | | | | the customer in | +| | | | | creating and | +| | | | | accessing their | +| | | | | voicemail on | +| | | | | all equipment | +| | | | | activation | +| | | | | calls.¶ ¶ | +| | | | | Inform the | +| | | | | customer to | +| | | | | press and hold | +| | | | | 1 on their | +| | | | | wireless device | +| | | | | and follow the | +| | | | | prompts to | +| | | | | complete | +| | | | | voicemail | +| | | | | setup.¶ ¶ If | +| | | | | necessary, | +| | | | | perform | +| | | | | voicemail test | +| | | | | calls.¶ Ensure | +| | | | | the customer | +| | | | | does not have | +| | | | | any additional | +| | | | | voicemail | +| | | | | questions.For | +| | | | | voicemail | +| | | | | expectations, | +| | | | | refer to | +| | | | | Voicemail | +| | | | | (Wireless) Hub¶ | +| | | | | Equipment | +| | | | | Returns - BCSS | +| | | | | : 30 days (14 | +| | | | | days for | +| | | | | tablets) from | +| | | | | shipping date.¶ | +| | | | | All returns are | +| | | | | subject to | +| | | | | applicable | +| | | | | restocking fees | +| | | | | per AT&T | +| | | | | Mobility Return | +| | | | | Policy .¶ AT&T | +| | | | | Protect | +| | | | | Advantage - | +| | | | | BCSS, provided | +| | | | | the equipment | +| | | | | is eligible and | +| | | | | the customer | +| | | | | does not | +| | | | | already have | +| | | | | Device | +| | | | | Protection (30 | +| | | | | days to enroll | +| | | | | from activation | +| | | | | date). iPhone | +| | | | | Expectations | +| | | | | Equipment | +| | | | | Returns - BCSS | +| | | | | : 30 days from | +| | | | | shipping date.¶ | +| | | | | ¶ All returns | +| | | | | are subject to | +| | | | | applicable | +| | | | | restocking fees | +| | | | | per AT&T | +| | | | | Mobility Return | +| | | | | Policy .¶ AT&T | +| | | | | Protect | +| | | | | Advantage - | +| | | | | BCSS, provided | +| | | | | the equipment | +| | | | | is eligible and | +| | | | | the customer | +| | | | | does not | +| | | | | already have | +| | | | | Device | +| | | | | Protection (30 | +| | | | | days to enroll | +| | | | | from activation | +| | | | | date).¶ | +| | | | | Available on | +| | | | | all iPhone | +| | | | | models.All | +| | | | | customers | +| | | | | wishing to | +| | | | | enroll in | +| | | | | either program | +| | | | | must be within | +| | | | | 30 days of | +| | | | | their new | +| | | | | activation or | +| | | | | qualified | +| | | | | upgrade.The | +| | | | | AppleCare | +| | | | | Protection Plan | +| | | | | is available | +| | | | | for iPhone | +| | | | | customers; | +| | | | | refer to | +| | | | | AppleCare for | +| | | | | Apple Devices¶ | +| | | | | Voicemail:¶ | +| | | | | Offer to | +| | | | | provide the | +| | | | | customer with | +| | | | | the iPhone | +| | | | | voicemail setup | +| | | | | instructions to | +| | | | | use after | +| | | | | tethering via | +| | | | | iTunes. Do not | +| | | | | attempt | +| | | | | voicemail test | +| | | | | calls. Refer to | +| | | | | Voicemail | +| | | | | (Wireless) | +| | | | | Hub.Verify the | +| | | | | customer has no | +| | | | | additional | +| | | | | voicemail | +| | | | | questions.For | +| | | | | voicemail | +| | | | | expectations, | +| | | | | refer to | +| | | | | Voicemail | +| | | | | Security¶ iPad | +| | | | | Expectations | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 13 | [] | How to add a | To add a | Content: Add | +| | | bolt-on data | bolt-on data | Bolt-On Data or | +| | | plan | plan | Feature | | +| | | feature? | feature, you | Remove Feature | +| | | | need to | at a Group | +| | | | follow these | Level | Add a | +| | | | steps: 1. | Standalone Data | +| | | | From the BAN | Plan What I | +| | | | folder, | Need to Know | +| | | | click the | Before starting | +| | | | Agreement | the process of | +| | | | tab. 2. If | changing or | +| | | | upgrading | adding data | +| | | | from one | plans or | +| | | | data plan to | features, | +| | | | another, | confirm which | +| | | | proceed to | devices the | +| | | | step 4. 3. | customer plans | +| | | | From the | to use and | +| | | | Agreement | suggest the | +| | | | tab, remove | data plan most | +| | | | all existing | compatible with | +| | | | PPU features | their usage and | +| | | | that the | equipment. | +| | | | data package | Data packages | +| | | | plan | are add-on | +| | | | replaces. 4. | features for | +| | | | On the | handset | +| | | | Options | browsing. These | +| | | | toolbar, | cannot be used | +| | | | click Save. | on smartphones | +| | | | 5. From the | (includes | +| | | | Agreement | BlackBerry and | +| | | | tab, click | iPhone) or | +| | | | List to open | laptop cards. | +| | | | the Services | Add Bolt-On | +| | | | List window. | Data Plan or | +| | | | 6. Select | Feature to | +| | | | the added | Single Line | +| | | | feature and | From the BAN | +| | | | click OK. 7. | folder, click | +| | | | Review the | the Agreement | +| | | | Rate Plan | tab. If | +| | | | details to | upgrading from | +| | | | ensure you | one data plan | +| | | | are adding | to another, | +| | | | the correct | proceed to step | +| | | | plan code. | 4. From the | +| | | | 8. In the | Agreement tab, | +| | | | Effective | remove all | +| | | | field, enter | existing PPU | +| | | | the | features that | +| | | | effective | the data | +| | | | date. 9. On | package plan | +| | | | the Options | replaces. To | +| | | | toolbar, | remove, | +| | | | click Save. | highlight the | +| | | | Please note | feature and | +| | | | that these | click Delete. | +| | | | steps are | To select more | +| | | | for adding a | than one | +| | | | bolt-on data | feature, hold | +| | | | plan feature | the Shift key | +| | | | to a single | on the keyboard | +| | | | line. If you | while selecting | +| | | | need to | the desired | +| | | | remove | feature(s). | +| | | | features at | Remove/expire | +| | | | a group | features by | +| | | | level or add | entering the | +| | | | a standalone | date in the | +| | | | data plan, | Expire field | +| | | | there are | and clicking | +| | | | separate | Save. On the | +| | | | steps to | Options | +| | | | follow. | toolbar, click | +| | | | | Save. From the | +| | | | | Agreement tab: | +| | | | | Click List to | +| | | | | open the | +| | | | | Services List | +| | | | | window. Select | +| | | | | the added | +| | | | | feature and | +| | | | | click OK. | +| | | | | Review the Rate | +| | | | | Plan details to | +| | | | | ensure you are | +| | | | | adding the | +| | | | | correct plan | +| | | | | code. | +| | | | | Eligibility for | +| | | | | international | +| | | | | roaming data | +| | | | | plans are the | +| | | | | same as any | +| | | | | international | +| | | | | roaming voice | +| | | | | feature. To | +| | | | | ensure proper | +| | | | | compensation, | +| | | | | in the Comp | +| | | | | field, enter | +| | | | | the comp code | +| | | | | of the | +| | | | | individual who | +| | | | | made the sale. | +| | | | | BMC: Use comp | +| | | | | code BMGCA. | +| | | | | BME: See | +| | | | | Commission | +| | | | | Codes - BCSS | +| | | | | In the | +| | | | | Effective | +| | | | | field, enter | +| | | | | the effective | +| | | | | date. If | +| | | | | changing a link | +| | | | | feature and the | +| | | | | error message, | +| | | | | Group-level | +| | | | | Shared SOCs | +| | | | | cannot be | +| | | | | deleted appears | +| | | | | while | +| | | | | attempting to | +| | | | | remove PPU | +| | | | | features, | +| | | | | remove the | +| | | | | features at the | +| | | | | group level | +| | | | | before | +| | | | | attempting | +| | | | | provisioning. | +| | | | | On the Options | +| | | | | toolbar, click | +| | | | | Save. Remove | +| | | | | Features at | +| | | | | Group Level | +| | | | | From the BAN | +| | | | | folder, select | +| | | | | the Actions | +| | | | | drop-down > | +| | | | | Group level | +| | | | | services. From | +| | | | | the Group level | +| | | | | services panel, | +| | | | | if more than | +| | | | | one group | +| | | | | appears, select | +| | | | | the group that | +| | | | | contains the | +| | | | | modifying | +| | | | | numbers. | +| | | | | Remove the | +| | | | | necessary PPU | +| | | | | features that | +| | | | | the data | +| | | | | package plan | +| | | | | would replace | +| | | | | from the | +| | | | | Additional | +| | | | | Services | +| | | | | section. To | +| | | | | remove, | +| | | | | highlight the | +| | | | | feature and | +| | | | | click Delete. | +| | | | | To select more | +| | | | | than one | +| | | | | feature, hold | +| | | | | the shift key | +| | | | | on the keyboard | +| | | | | while selecting | +| | | | | the desired | +| | | | | feature(s). | +| | | | | Remove or | +| | | | | expire features | +| | | | | by entering the | +| | | | | date in the | +| | | | | Expire field | +| | | | | and click Save. | +| | | | | Click OK to | +| | | | | save and close | +| | | | | the group level | +| | | | | services panel. | +| | | | | Once you remove | +| | | | | the group level | +| | | | | features, | +| | | | | provision each | +| | | | | line of service | +| | | | | with the | +| | | | | appropriate | +| | | | | data package or | +| | | | | PPU features by | +| | | | | adding data | +| | | | | features to a | +| | | | | single line of | +| | | | | service. | +| | | | | Failure to | +| | | | | provision each | +| | | | | line with the | +| | | | | corresponding | +| | | | | data features | +| | | | | results in | +| | | | | billing errors | +| | | | | or data service | +| | | | | disruptions.Whe | +| | | | | n changing or | +| | | | | upgrading data | +| | | | | features, | +| | | | | ensure the | +| | | | | current feature | +| | | | | expiration date | +| | | | | and the new | +| | | | | feature | +| | | | | effective date | +| | | | | do not | +| | | | | overlapExample: | +| | | | | Pay Per | +| | | | | SMS/WXP1/MMS | +| | | | | May 14, 2020 | +| | | | | Packaged | +| | | | | SMS/WXP1/MMS | +| | | | | May 15, 2020 | +| | | | | Pay Per WXP1 | +| | | | | May 14, 2020 S | +| | | | | martphone/Black | +| | | | | Berry/iPhone | +| | | | | plan May 15, | +| | | | | 2020 Add | +| | | | | Standalone Data | +| | | | | Plan to Single | +| | | | | Line From the | +| | | | | BAN folder, | +| | | | | click the | +| | | | | Agreement tab. | +| | | | | Double-click | +| | | | | the PP field in | +| | | | | the Price Plan | +| | | | | section to | +| | | | | display the | +| | | | | Change Price | +| | | | | Plan window. | +| | | | | If the service | +| | | | | is currently | +| | | | | part of a group | +| | | | | voice plan, TLG | +| | | | | displays the | +| | | | | following | +| | | | | warning: | +| | | | | Subscriber will | +| | | | | be removed from | +| | | | | its group if PP | +| | | | | is changed. | +| | | | | Click Yes to | +| | | | | continue to the | +| | | | | Change Price | +| | | | | Plan window. | +| | | | | In the New | +| | | | | section, | +| | | | | double-click | +| | | | | the Price Plan. | +| | | | | The Price Plan | +| | | | | List window | +| | | | | displays. | +| | | | | Select the new | +| | | | | price plan from | +| | | | | the list. Be | +| | | | | aware the list | +| | | | | displays both | +| | | | | voice and data | +| | | | | plans. Review | +| | | | | the rate plan | +| | | | | details to | +| | | | | ensure to add | +| | | | | the correct | +| | | | | data price plan | +| | | | | code. | +| | | | | Eligibility for | +| | | | | international | +| | | | | roaming data | +| | | | | plans is the | +| | | | | same as for any | +| | | | | international | +| | | | | roaming voice | +| | | | | features. From | +| | | | | the Terms drop- | +| | | | | down, select | +| | | | | the applicable | +| | | | | contract term | +| | | | | and click OK. | +| | | | | In the | +| | | | | Effective | +| | | | | field, enter | +| | | | | the effective | +| | | | | date. Confirm | +| | | | | the effective | +| | | | | date of the | +| | | | | data plan | +| | | | | change with the | +| | | | | customer. Set | +| | | | | the proper | +| | | | | expectations. | +| | | | | Click OK > Yes | +| | | | | to complete the | +| | | | | process. | +| | | | | Source: | +| | | | | Content: MSP | +| | | | | for Business | +| | | | | plan, if | +| | | | | applicable. | +| | | | | View Pricing > | +| | | | | Optional | +| | | | | Standalone | +| | | | | Plans. Add new | +| | | | | device | +| | | | | activation if | +| | | | | applicable. | +| | | | | Have the | +| | | | | existing | +| | | | | customer power | +| | | | | cycle their | +| | | | | devices to have | +| | | | | plan changes | +| | | | | take effect | +| | | | | immediately | +| | | | | (devices not | +| | | | | power cycled | +| | | | | are updated | +| | | | | within 24 | +| | | | | hours). Note | +| | | | | the wireless | +| | | | | account | +| | | | | appropriately | +| | | | | (Mobility users | +| | | | | will send PCN | +| | | | | starting | +| | | | | 10/10/18 when | +| | | | | noting | +| | | | | accounts). View | +| | | | | sending PCN | +| | | | | details. | +| | | | | Single line | +| | | | | Set up any | +| | | | | standalone | +| | | | | plans for | +| | | | | devices before | +| | | | | setting up the | +| | | | | MSP for | +| | | | | Business plan, | +| | | | | if applicable. | +| | | | | View Pricing > | +| | | | | Optional | +| | | | | Standalone | +| | | | | Plans. Have | +| | | | | the existing | +| | | | | customer power | +| | | | | cycle their | +| | | | | device to have | +| | | | | plan changes | +| | | | | take effect | +| | | | | immediately | +| | | | | (devices not | +| | | | | power cycled | +| | | | | are updated | +| | | | | within 24 | +| | | | | hours). | +| | | | | Systems display | +| | | | | Group Full if | +| | | | | there is an | +| | | | | attempt to add | +| | | | | more than 1 | +| | | | | line on the | +| | | | | single-line | +| | | | | plan. Note the | +| | | | | wireless | +| | | | | account | +| | | | | appropriately | +| | | | | (Mobility users | +| | | | | will send PCN | +| | | | | starting | +| | | | | 10/10/18 when | +| | | | | noting | +| | | | | accounts). View | +| | | | | sending PCN | +| | | | | details. | +| | | | | Multi-line | +| | | | | migrating to a | +| | | | | single line¶ | +| | | | | Remove the | +| | | | | customer from | +| | | | | the multi-line | +| | | | | plan. Set up | +| | | | | any standalone | +| | | | | plans for | +| | | | | devices before | +| | | | | setting up the | +| | | | | MSP for | +| | | | | Business plan, | +| | | | | if applicable. | +| | | | | View Pricing > | +| | | | | Optional | +| | | | | Standalone | +| | | | | Plans. Have | +| | | | | the existing | +| | | | | customer power | +| | | | | cycle their | +| | | | | devices to have | +| | | | | plan changes | +| | | | | take effect | +| | | | | immediately | +| | | | | (devices not | +| | | | | power cycled | +| | | | | are updated | +| | | | | within 24 | +| | | | | hours). Note | +| | | | | the wireless | +| | | | | account | +| | | | | appropriately | +| | | | | (Mobility users | +| | | | | will send PCN | +| | | | | starting | +| | | | | 10/10/18 when | +| | | | | noting | +| | | | | accounts). View | +| | | | | sending PCN | +| | | | | details Self- | +| | | | | service: Plan | +| | | | | change¶ | +| | | | | Refer the | +| | | | | customer to www | +| | | | | .att.com/premie | +| | | | | r. Alerts | +| | | | | notify | +| | | | | customers on im | +| | | | | pacts/conflict | +| | | | | (e.g. Rollover | +| | | | | Data) during | +| | | | | the flow of | +| | | | | changing a | +| | | | | plan. Noting | +| | | | | accounts See | +| | | | | the proper | +| | | | | Clarify | +| | | | | Resolutions | +| | | | | based on the | +| | | | | customer | +| | | | | scenario. pcn | +| | | | | detail | +| | | | | Add/change rate | +| | | | | plan (Mobility | +| | | | | users only: | +| | | | | sends Post Call | +| | | | | Notification | +| | | | | [PCN]) Level | +| | | | | 1: Plans and | +| | | | | Features Level | +| | | | | 2: Plans Level | +| | | | | 3: Mobile Share | +| | | | | Plan Inquiring | +| | | | | about data | +| | | | | notifications | +| | | | | Level 1: Other | +| | | | | Wireless | +| | | | | Support and | +| | | | | Information | +| | | | | Level 2: Other | +| | | | | Wireless | +| | | | | Support Level | +| | | | | 3: Data Usage | +| | | | | Controls (DUC | +| | | | | Inquiring about | +| | | | | data speeds | +| | | | | Level 1: Other | +| | | | | Wireless | +| | | | | Support and | +| | | | | Information | +| | | | | Level 2: Other | +| | | | | Wireless | +| | | | | Support Level | +| | | | | 3: Data Speed | +| | | | | Impacts Click | +| | | | | on the | +| | | | | applicable link | +| | | | | associated with | +| | | | | your customer's | +| | | | | issue. AutoPay | +| | | | | Scenario 1: | +| | | | | Customer is | +| | | | | missing the | +| | | | | $10/$20 monthly | +| | | | | discount? | +| | | | | Confirm and | +| | | | | qualify | +| | | | | customer for | +| | | | | $10mo/20mo. AP | +| | | | | discount: | +| | | | | Customer is on | +| | | | | an eligible | +| | | | | rate plan. | +| | | | | Retired MS | +| | | | | customers are | +| | | | | excluded. Two | +| | | | | bill cycles | +| | | | | must have | +| | | | | completed since | +| | | | | the customer | +| | | | | made the plan | +| | | | | change and | +| | | | | completed the | +| | | | | enrollment for | +| | | | | AutoPay and | +| | | | | paperless | +| | | | | billing | +| | | | | Validate the | +| | | | | credit is | +| | | | | missing on the | +| | | | | customer’s | +| | | | | bill. | +| | | | | Research the | +| | | | | account notes. | +| | | | | View the | +| | | | | customer's bill | +| | | | | Ask the | +| | | | | customer if | +| | | | | they received | +| | | | | communication | +| | | | | from AT&T on | +| | | | | their AutoPay | +| | | | | enrollment. | +| | | | | Have the | +| | | | | customer review | +| | | | | the free | +| | | | | SMS/emails | +| | | | | received. Types | +| | | | | of AT&T free | +| | | | | SMS/email | +| | | | | notification | +| | | | | sent on AutoPay | +| | | | | Confirmation on | +| | | | | AutoPay. | +| | | | | Enrollment | +| | | | | Issue | +| | | | | Notifications | +| | | | | (provided to | +| | | | | customers at | +| | | | | risk of losing | +| | | | | discount) | +| | | | | Confirm with | +| | | | | the customer | +| | | | | they enrolled | +| | | | | in AutoPay and | +| | | | | their payment | +| | | | | method has not | +| | | | | expired. If | +| | | | | the SOC are not | +| | | | | added, the | +| | | | | customer is not | +| | | | | enrolled in the | +| | | | | discounts. If | +| | | | | the customer | +| | | | | has SMS | +| | | | | notifications | +| | | | | indicating | +| | | | | enrollment, and | +| | | | | the SOC is or | +| | | | | isn't on the | +| | | | | account, follow | +| | | | | next steps in | +| | | | | the below | +| | | | | chart. Open a | +| | | | | Clarify Ticket | +| | | | | Billing > | +| | | | | Charges/Fees | +| | | | | for additional | +| | | | | research to | +| | | | | identify if the | +| | | | | customer is | +| | | | | eligible for | +| | | | | credit. | +| | | | | Scenario 2: How | +| | | | | can I tell if | +| | | | | the customer's | +| | | | | data speeds | +| | | | | have been | +| | | | | slowed? Using | +| | | | | Snapshot, | +| | | | | review the | +| | | | | Reduced Data | +| | | | | Speeds | +| | | | | Indicator which | +| | | | | indicates | +| | | | | Reduced Data | +| | | | | Speeds, in red | +| | | | | font, when an | +| | | | | AT&T MSP for | +| | | | | Business | +| | | | | customer's | +| | | | | network data | +| | | | | speed has been | +| | | | | reduced. The | +| | | | | Shared Data | +| | | | | usage bar is | +| | | | | red in color. | +| | | | | See Snapshot | +| | | | | Screenshot | +| | | | | Example. | +| | | | | Additionally, | +| | | | | the SOC for MSP | +| | | | | for Business | +| | | | | throttling is | +| | | | | added to the | +| | | | | customer's | +| | | | | account: | +| | | | | CONSRVMSA. | +| | | | | Scenario 3: The | +| | | | | customer | +| | | | | questions | +| | | | | charges on | +| | | | | their bill, or | +| | | | | does not | +| | | | | understand | +| | | | | their bill. | +| | | | | Probe to | +| | | | | determine the | +| | | | | specific | +| | | | | charges being | +| | | | | questioned. Ask | +| | | | | if the customer | +| | | | | has their bill | +| | | | | or can access | +| | | | | their myAT&T | +| | | | | account to | +| | | | | review with | +| | | | | you. In most | +| | | | | cases, walking | +| | | | | a customer | +| | | | | through the | +| | | | | billing while | +| | | | | you explain | +| | | | | charges | +| | | | | resolves the | +| | | | | issue. To | +| | | | | prepare for | +| | | | | customer | +| | | | | inquiries, view | +| | | | | a Bill Samples. | +| | | | | The remaining | +| | | | | pages of the | +| | | | | bill are | +| | | | | individual line | +| | | | | charges. The | +| | | | | MRC for the MSP | +| | | | | Source: | +| | | | | Content: | +| | | | | Procedures | | +| | | | | Reasons for | +| | | | | Plan Removal | | +| | | | | Select a | +| | | | | Current | +| | | | | Smartphone Data | +| | | | | Plan (Tiered | +| | | | | Data) | | +| | | | | Valid/Invalid | +| | | | | Reasons | | +| | | | | Escalations | | +| | | | | FAQ Use the | +| | | | | following | +| | | | | guidelines when | +| | | | | assisting | +| | | | | customers with | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans to help | +| | | | | determine if | +| | | | | eligible for an | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan and which | +| | | | | plan is right | +| | | | | for your | +| | | | | customer. | +| | | | | Definitions | +| | | | | Term | +| | | | | Definition | +| | | | | Grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan Unlimited | +| | | | | plans were | +| | | | | grandfathered | +| | | | | and renamed as | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans. | +| | | | | Systems were | +| | | | | updated to | +| | | | | allow | +| | | | | smartphone | +| | | | | customers who | +| | | | | were currently | +| | | | | provisioned on | +| | | | | one of these | +| | | | | plans to keep | +| | | | | an unlimited | +| | | | | plan as long as | +| | | | | they had a | +| | | | | smartphone (any | +| | | | | type of | +| | | | | smartphone) | +| | | | | active on the | +| | | | | CTN. Only | +| | | | | available to | +| | | | | smartphone | +| | | | | customers who | +| | | | | have had a | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan previously | +| | | | | on their line | +| | | | | of service and | +| | | | | qualify to | +| | | | | retain a | +| | | | | smartphone | +| | | | | unlimited data | +| | | | | plan. May not | +| | | | | be sold to new | +| | | | | customers or | +| | | | | customers who | +| | | | | have not | +| | | | | previously had | +| | | | | a grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan. 4G SOCs | +| | | | | begin with | +| | | | | "HS". Only | +| | | | | those | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans that the | +| | | | | customer is | +| | | | | eligible for | +| | | | | are viewable in | +| | | | | the billing | +| | | | | system. Custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan Custom | +| | | | | version of the | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans for | +| | | | | customers with | +| | | | | a custom | +| | | | | agreement. | +| | | | | SOCs begin with | +| | | | | an "R", such as | +| | | | | RIPN1. 4G | +| | | | | version SOCs | +| | | | | begin with | +| | | | | "RHS". Created | +| | | | | for customers | +| | | | | who negotiated | +| | | | | for an | +| | | | | unlimited data | +| | | | | plan and have a | +| | | | | FAN profile | +| | | | | with an Offer | +| | | | | Element (OE) | +| | | | | for an | +| | | | | unlimited data | +| | | | | plan. | +| | | | | Available only | +| | | | | to customers | +| | | | | with a Product | +| | | | | Allowance OE | +| | | | | for an | +| | | | | unlimited rate | +| | | | | plan. Appears | +| | | | | in the billing | +| | | | | system if | +| | | | | available for | +| | | | | the customer, | +| | | | | per the Common | +| | | | | Product Catalog | +| | | | | (CPC) rules. | +| | | | | Procedures | +| | | | | New/Existing | +| | | | | Line of Service | +| | | | | Determine if | +| | | | | the customer | +| | | | | has a FAN. If | +| | | | | Then Yes | +| | | | | Verify the FAN | +| | | | | allows for | +| | | | | custom plans: | +| | | | | If FAN does not | +| | | | | allow for | +| | | | | custom plans, | +| | | | | advise the | +| | | | | customer they | +| | | | | do not qualify | +| | | | | for an | +| | | | | unlimited data | +| | | | | plan.Suggested | +| | | | | Scripting: I'm | +| | | | | sorry Mr./Ms. | +| | | | | [Customer | +| | | | | Name], | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are not | +| | | | | available. | +| | | | | However, we do | +| | | | | offer several | +| | | | | data plans and | +| | | | | I'll be happy | +| | | | | to work with | +| | | | | you to identify | +| | | | | one that meets | +| | | | | your needs. | +| | | | | Select a | +| | | | | current | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data). See | +| | | | | the customer's | +| | | | | Offer Elements | +| | | | | for a list of | +| | | | | allowed custom | +| | | | | plans. Change | +| | | | | the rate plan | +| | | | | in the billing | +| | | | | system: The | +| | | | | billing system | +| | | | | displays the | +| | | | | custom plans | +| | | | | allowed by the | +| | | | | profile.Excepti | +| | | | | on: Customer | +| | | | | Service groups | +| | | | | should change | +| | | | | the plan in | +| | | | | Telegence. If | +| | | | | you have OPUS | +| | | | | access only, | +| | | | | for | +| | | | | instructions | +| | | | | for completing | +| | | | | the | +| | | | | transaction, | +| | | | | see OPUS Hub. | +| | | | | No The | +| | | | | customer does | +| | | | | not qualify for | +| | | | | an unlimited | +| | | | | data plan. | +| | | | | Advise the | +| | | | | customer they | +| | | | | are not | +| | | | | eligible for an | +| | | | | unlimited plan: | +| | | | | Suggested | +| | | | | Scripting: I'm | +| | | | | sorry Mr./Ms. | +| | | | | [Customer | +| | | | | Name], | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are not | +| | | | | available. | +| | | | | However, we do | +| | | | | offer several | +| | | | | data plans and | +| | | | | I'll be happy | +| | | | | to work with | +| | | | | you to identify | +| | | | | one that meets | +| | | | | your needs. | +| | | | | Select a | +| | | | | current | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data). Quick | +| | | | | Messaging | +| | | | | Device with Unl | +| | | | | imited/Standalo | +| | | | | ne Data | +| | | | | Feature; | +| | | | | Upgrading to | +| | | | | Smartphone | +| | | | | Determine if | +| | | | | the customer | +| | | | | has a FAN: If | +| | | | | Then Yes | +| | | | | Verify the FAN | +| | | | | allows for | +| | | | | custom plans: | +| | | | | If FAN does not | +| | | | | allow for | +| | | | | custom plans, | +| | | | | advise the | +| | | | | customer they | +| | | | | do not qualify | +| | | | | for an | +| | | | | unlimited data | +| | | | | plan.Suggested | +| | | | | Scripting: I'm | +| | | | | sorry Mr./Ms. | +| | | | | [Customer | +| | | | | Name], | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are not | +| | | | | available. | +| | | | | However, we do | +| | | | | offer several | +| | | | | data plans and | +| | | | | I'll be happy | +| | | | | to work with | +| | | | | you to identify | +| | | | | one that meets | +| | | | | your needs. | +| | | | | Select a | +| | | | | current | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data). See | +| | | | | the customer's | +| | | | | Offer Elements | +| | | | | for a list of | +| | | | | allowed custom | +| | | | | plans. Change | +| | | | | the rate plan | +| | | | | in the billing | +| | | | | system: The | +| | | | | billing system | +| | | | | displays the | +| | | | | custom plans | +| | | | | allowed by the | +| | | | | profile. | +| | | | | Customer | +| | | | | Service groups | +| | | | | should change | +| | | | | the plan in | +| | | | | Telegence. No | +| | | | | The customer | +| | | | | does not | +| | | | | qualify for an | +| | | | | unlimited data | +| | | | | plan. Advise | +| | | | | the customer | +| | | | | they are not | +| | | | | eligible for an | +| | | | | unlimited | +| | | | | plan.Suggested | +| | | | | Scripting: I'm | +| | | | | sorry Mr./Ms. | +| | | | | [Customer | +| | | | | Name], | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are not | +| | | | | available. | +| | | | | However, we do | +| | | | | offer several | +| | | | | data plans and | +| | | | | I'll be happy | +| | | | | to work with | +| | | | | you to identify | +| | | | | one that meets | +| | | | | your needs. | +| | | | | Select a | +| | | | | current | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data). | +| | | | | Unlimited | +| | | | | Smartphone Data | +| | | | | Plan Source: | +| | | | | Content: the | +| | | | | tiered data | +| | | | | plans, people | +| | | | | can save up to | +| | | | | 20% off their | +| | | | | total wireless | +| | | | | bill and up to | +| | | | | 50% off their | +| | | | | wireless data | +| | | | | plan compared | +| | | | | to the retired | +| | | | | unlimited data | +| | | | | plans, making | +| | | | | smartphones | +| | | | | affordable for | +| | | | | the first time | +| | | | | to new segments | +| | | | | of consumers. | +| | | | | Tethering Can | +| | | | | I tether with | +| | | | | my unlimited | +| | | | | smartphone data | +| | | | | plan?Customers | +| | | | | are required to | +| | | | | have a data | +| | | | | plan with | +| | | | | tethering to | +| | | | | take advantage | +| | | | | of this | +| | | | | service. If the | +| | | | | FAN allows for | +| | | | | custom plans, | +| | | | | then the | +| | | | | billing system | +| | | | | displays the | +| | | | | custom plans | +| | | | | allowed by | +| | | | | their | +| | | | | profile.If I | +| | | | | currently have | +| | | | | BlackBerry | +| | | | | Unlimited, plus | +| | | | | tethering | +| | | | | (bolt-on), and | +| | | | | I upgrade to an | +| | | | | iPhone, do I | +| | | | | keep my | +| | | | | unlimited | +| | | | | DataPlus | +| | | | | tethering | +| | | | | plan?In this | +| | | | | case, there are | +| | | | | two options. If | +| | | | | you want to | +| | | | | continue to | +| | | | | have the option | +| | | | | to tether, and | +| | | | | you move from a | +| | | | | BlackBerry to | +| | | | | an iPhone, you | +| | | | | may choose from | +| | | | | the available | +| | | | | tiered options: | +| | | | | DataPro 4GB for | +| | | | | iPhone + | +| | | | | Tethering at | +| | | | | $45 DataPro | +| | | | | 4GB for iPhone | +| | | | | Enterprise + | +| | | | | Tethering at | +| | | | | $60 DataPro | +| | | | | 5GB for iPhone | +| | | | | + Tethering at | +| | | | | $50 DataPro | +| | | | | 5GB for iPhone | +| | | | | Enterprise + | +| | | | | Tethering at | +| | | | | $65 However, | +| | | | | if you wish to | +| | | | | keep an | +| | | | | unlimited | +| | | | | option, you may | +| | | | | move to an | +| | | | | unlimited | +| | | | | iPhone data | +| | | | | rate plan but | +| | | | | it does not | +| | | | | have the | +| | | | | tethering | +| | | | | option. All | +| | | | | iPhone | +| | | | | tethering plans | +| | | | | are limited to | +| | | | | 5GB of data | +| | | | | usage or less. | +| | | | | International | +| | | | | Can I move from | +| | | | | an | +| | | | | international | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone plan | +| | | | | to a domestic | +| | | | | grandfathered | +| | | | | smartphone | +| | | | | plan?Yes. | +| | | | | Moving from an | +| | | | | international | +| | | | | unlimited plan | +| | | | | to a domestic | +| | | | | unlimited plan | +| | | | | is allowed.Can | +| | | | | I move from a | +| | | | | domestic | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone plan | +| | | | | to an | +| | | | | international | +| | | | | grandfathered | +| | | | | smartphone | +| | | | | plan?No. Moving | +| | | | | from a domestic | +| | | | | unlimited plan | +| | | | | to an | +| | | | | international | +| | | | | unlimited plan | +| | | | | is not allowed | +| | | | | unless the | +| | | | | customer has a | +| | | | | custom/restrict | +| | | | | ed Offer | +| | | | | Element on | +| | | | | their FAN that | +| | | | | allows for the | +| | | | | custom/restrict | +| | | | | ed | +| | | | | international | +| | | | | unlimited plan. | +| | | | | If this Offer | +| | | | | Element is | +| | | | | present, the | +| | | | | billing system | +| | | | | displays the | +| | | | | unlimited | +| | | | | international | +| | | | | plans that are | +| | | | | available. | +| | | | | Basic/Quick | +| | | | | Messaging If | +| | | | | my Basic/Quick | +| | | | | Messaging | +| | | | | Device is | +| | | | | already on an | +| | | | | unlimited data | +| | | | | plan and I | +| | | | | upgrade to a | +| | | | | smartphone, can | +| | | | | I keep my | +| | | | | existing | +| | | | | unlimited | +| | | | | plan?No. When | +| | | | | moving from a | +| | | | | Basic/Quick | +| | | | | Messaging | +| | | | | Device to a | +| | | | | smartphone, one | +| | | | | of the new- | +| | | | | tiered | +| | | | | smartphone data | +| | | | | plans must be | +| | | | | chosen. Only | +| | | | | customers | +| | | | | upgrading from | +| | | | | a smartphone to | +| | | | | a smartphone | +| | | | | are allowed to | +| | | | | maintain an | +| | | | | unlimited data | +| | | | | plan. Transfer | +| | | | | of Billing | +| | | | | Responsibility | +| | | | | (ToBR) When I | +| | | | | complete a | +| | | | | ToBR, can my | +| | | | | line keep the | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan?CRU | +| | | | | customers who | +| | | | | perform a ToBR | +| | | | | to a SIG may | +| | | | | keep the | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan if the | +| | | | | plan allows SIG | +| | | | | usage. ToBRs | +| | | | | performed for | +| | | | | any other | +| | | | | customer type | +| | | | | are only | +| | | | | allowed to keep | +| | | | | the plan if the | +| | | | | ToBR | +| | | | | transaction | +| | | | | does not remove | +| | | | | the rate | +| | | | | plan.When I | +| | | | | complete a | +| | | | | ToBR, can my | +| | | | | line keep the | +| | | | | custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan?Custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are | +| | | | | exclusive to | +| | | | | FANs with Offer | +| | | | | Elements | +| | | | | allowing those | +| | | | | custom plans. | +| | | | | Customers who | +| | | | | complete a ToBR | +| | | | | can only keep | +| | | | | the custom | +| | | | | unlimited | +| | | | | smartphone plan | +| | | | | if the target | +| | | | | account has a | +| | | | | FAN with Offer | +| | | | | Elements | +| | | | | allowing that | +| | | | | custom plan. | +| | | | | Government on | +| | | | | Custom LTE | +| | | | | Unlimited | +| | | | | Smartphone Data | +| | | | | Plans When I | +| | | | | complete a | +| | | | | Government CRU | +| | | | | ToBR to a SIG, | +| | | | | can my line | +| | | | | keep the custom | +| | | | | LTE unlimited | +| | | | | smartphone data | +| | | | | plan?Custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are | +| | | | | exclusive to | +| | | | | FANs with Offer | +| | | | | Elements | +| | | | | allowing those | +| | | | | custom plans. | +| | | | | Customers who | +| | | | | complete a ToBR | +| | | | | can only keep | +| | | | | the custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan if the | +| | | | | target account | +| | | | | has a FAN with | +| | | | | Offer Elements | +| | | | | allowing that | +| | | | | custom plan. | +| | | | | Source: | +| | | | | Content: iPhone | +| | | | | and most | +| | | | | BlackBerry | +| | | | | smartphones) | +| | | | | When using, you | +| | | | | are charged the | +| | | | | international | +| | | | | data rates.  | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming. | +| | | | | Exception: | +| | | | | Visual | +| | | | | Voicemail with | +| | | | | International | +| | | | | Data plan. If | +| | | | | needed, see | +| | | | | International | +| | | | | Roaming | +| | | | | Voicemail | +| | | | | Instructions | +| | | | | and Charge. | +| | | | | 5 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see | +| | | | | Provisioning | +| | | | | International | +| | | | | Roaming | +| | | | | Features. | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international | +| | | | | roaming | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Provisioning | +| | | | | international | +| | | | | roaming (IR) | +| | | | | features | +| | | | | (voice, | +| | | | | messaging, or | +| | | | | data) on a line | +| | | | | of service | +| | | | | enables | +| | | | | customers to | +| | | | | use voice, | +| | | | | messaging, and | +| | | | | data service, | +| | | | | depending on | +| | | | | their device, | +| | | | | while traveling | +| | | | | abroad. An IR | +| | | | | feature is | +| | | | | required on | +| | | | | each CTN that | +| | | | | plans to travel | +| | | | | internationally | +| | | | | or their | +| | | | | devices will | +| | | | | not work on the | +| | | | | cellular | +| | | | | network. Back | +| | | | | to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if a | +| | | | | feature was | +| | | | | provisioned | +| | | | | properly for | +| | | | | the customer: | +| | | | | Follow the | +| | | | | TORCH | +| | | | | guidelines.  | +| | | | | Provision the | +| | | | | feature, if | +| | | | | needed. If this | +| | | | | does not | +| | | | | resolve the | +| | | | | issue, use | +| | | | | standard | +| | | | | troubleshooting | +| | | | | steps to | +| | | | | determine the | +| | | | | issue (for | +| | | | | example: check | +| | | | | if the device | +| | | | | is | +| | | | | international | +| | | | | capable). If | +| | | | | unable to | +| | | | | provision a | +| | | | | feature: | +| | | | | File an Unable | +| | | | | to Complete | +| | | | | Transaction | +| | | | | Clarify case. | +| | | | | See your | +| | | | | channel's | +| | | | | Clarify case | +| | | | | policy. If the | +| | | | | issue continue, | +| | | | | transfer the | +| | | | | call to BMTS. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | feature only, | +| | | | | in the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice: | +| | | | | International | +| | | | | (INTL).  Data | +| | | | | Roaming | +| | | | | Profile: DREP | +| | | | | NATL or DREP | +| | | | | NATL NOCANMEX.  | +| | | | | Refer to | +| | | | | Roaming Profile | +| | | | | Field - TORCH. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | and Data | +| | | | | feature, in the | +| | | | | Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice Roaming | +| | | | | Profile: | +| | | | | DATA_INTL_PC100 | +| | | | | or | +| | | | | International. | +| | | | | Data Roaming | +| | | | | Profile: DREP_D | +| | | | | ATA_INTL_PC100 | +| | | | | or DREP INTL. | +| | | | | Refer to | +| | | | | Roaming | +| | | | |  Profile Field | +| | | | | - TORCH . BMTS | +| | | | | resolves | +| | | | | technical | +| | | | | issues for all | +| | | | | customer types | +| | | | | while roaming | +| | | | | overseas: | +| | | | | When a customer | +| | | | | is not properly | +| | | | | provisioned | +| | | | | when arriving | +| | | | | overseas, after | +| | | | | checking | +| | | | | eligibility and | +| | | | | authorization, | +| | | | | proceed to | +| | | | | provision the | +| | | | | international | +| | | | | feature.  | +| | | | | Check | +| | | | | provisioning as | +| | | | | stated above | +| | | | | and Test the | +| | | | | Resolution | +| | | | | (TTR): Only | +| | | | | if | +| | | | | unsuccessful, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS for a | +| | | | | resolution. | +| | | | | Suggested | +| | | | | Verbiage: | +| | | | | Mr./Ms. | +| | | | |  [Customer | +| | | | | Name], I just | +| | | | | added the | +| | | | | international | +| | | | | feature for | +| | | | | you. I am going | +| | | | | to partner you | +| | | | | with one of | +| | | | | AT&T's Advanced | +| | | | | Technical | +| | | | | Support | +| | | | | specialists who | +| | | | | will ensure you | +| | | | | will be able to | +| | | | | use your | +| | | | | service where | +| | | | | you are.  | +| | | | | Provide the | +| | | | | customer the | +| | | | | free number to | +| | | | | call from their | +| | | | | wireless phone | +| | | | | +1.314.925.6925 | +| | | | | .  If calling | +| | | | | from a wired | +| | | | | phone, a BMTS | +| | | | | specialist | +| | | | | calls back to | +| | | | | minimize the | +| | | | | cost to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key. For | +| | | | | the BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | If the customer | +| | | | | is calling on | +| | | | | behalf of the | +| | | | | end-user | +| | | | | (device not in | +| | | | | hand): Ask | +| | | | | the caller if | +| | | | | the end-user | +| | | | | has an | +| | | | | alternate | +| | | | | number they can | +| | | | | be contacted | +| | | | | on.  If there | +| | | | | is no alternate | +| | | | | number, provide | +| | | | | the customer | +| | | | | with the number | +| | | | | to BMTS at+1.31 | +| | | | | 4.925.6925, so | +| | | | | they can advise | +| | | | | the end-user to | +| | | | | call when they | +| | | | | are available | +| | | | | to continue tro | +| | | | | ubleshooting. | +| | | | | Customers | +| | | | | should | +| | | | | indicate: | +| | | | | Location Issue | +| | | | | Wireless | +| | | | | number  | +| | | | | Callback number | +| | | | | C-Level | +| | | | | customers (High | +| | | | | Level | +| | | | | Enterprise | +| | | | | Executives): | +| | | | | A special team | +| | | | | in BMTS handles | +| | | | | for IR issues.  | +| | | | | If a customer | +| | | | | self-identifies | +| | | | | as a C-Level | +| | | | | customer and | +| | | | | they are having | +| | | | | IR issues, | +| | | | | bridge the call | +| | | | | to BMTS and | +| | | | | tell the | +| | | | | representative | +| | | | | you have a | +| | | | | C-Level | +| | | | | customer. If a | +| | | | | CRU end-user, | +| | | | | AOP, or TCM | +| | | | | requests you | +| | | | | contact another | +| | | | | AOP/TCM/end- | +| | | | | user traveling | +| | | | | overseas, | +| | | | | advise the | +| | | | | caller that we | +| | | | | do not have | +| | | | | overseas | +| | | | | dialing | +| | | | | permissions | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 14 | [] | Why are some | Some | Content: | +| | | customers | customers | orship, | +| | | charged with | may be | Partnership and | +| | | Advanced | charged with | LLP accounts). | +| | | Payments for | Advanced | See Processing | +| | | business | Payments for | AT&T CRM Orders | +| | | internet | business | and Payments | +| | | service? | internet | with AT&T | +| | | | service due | Secure Portal | +| | | | to their | in AssistEdge - | +| | | | payment and | BCS. For | +| | | | credit | Corporations, | +| | | | history | check the SSN | +| | | | (Source: | Refused box and | +| | | | context). | enter | +| | | | AT&T | 10/10/1980 for | +| | | | Internet for | Date of Birth. | +| | | | Business | Read the credit | +| | | | requires an | check | +| | | | advance | disclosure to | +| | | | payment of | the customer. | +| | | | $100 or $200 | To determine | +| | | | for high and | service | +| | | | unknown | eligibility and | +| | | | credit risk | complete your | +| | | | customers, | order, we will | +| | | | which will | initiate a | +| | | | be applied | credit check or | +| | | | as a credit | share your | +| | | | on their | existing credit | +| | | | first | information on | +| | | | month's bill | file with AT&T | +| | | | (Source: | companies. Is | +| | | | context). | that okay? | +| | | | | If the customer | +| | | | | declines the | +| | | | | credit check, | +| | | | | stop the order | +| | | | | and advise the | +| | | | | customer that | +| | | | | the order | +| | | | | cannot be | +| | | | | completed. | +| | | | | Refer to AT&T | +| | | | | Internet for | +| | | | | Business Credit | +| | | | | Policy for | +| | | | | additional | +| | | | | talking points | +| | | | | If the customer | +| | | | | agrees to the | +| | | | | credit check, | +| | | | | click Next. | +| | | | | Account Screen | +| | | | | Ask the | +| | | | | customer to | +| | | | | provide a | +| | | | | 4-digit | +| | | | | passcode and | +| | | | | enter it into | +| | | | | the Pass Code | +| | | | | field. Set | +| | | | | passcode | +| | | | | expectations. | +| | | | | The passcode | +| | | | | must be | +| | | | | provided as | +| | | | | part of the | +| | | | | account | +| | | | | authentication | +| | | | | process for | +| | | | | their broadband | +| | | | | service/account | +| | | | | . If the | +| | | | | passcode is | +| | | | | forgotten, | +| | | | | their | +| | | | | authentication | +| | | | | question will | +| | | | | be asked. A | +| | | | | email | +| | | | | containing | +| | | | | their passcode | +| | | | | will be sent | +| | | | | via email or | +| | | | | regular mail. | +| | | | | Select the | +| | | | | customer's | +| | | | | preferred | +| | | | | language from | +| | | | | the Spoken | +| | | | | Language field | +| | | | | and then click | +| | | | | Next. Review | +| | | | | the credit | +| | | | | check results | +| | | | | in the middle | +| | | | | left of the | +| | | | | screen. Credit | +| | | | | Check Results - | +| | | | | Screenshot | +| | | | | Advise the | +| | | | | customer if an | +| | | | | Advance Payment | +| | | | | is required. | +| | | | | Credit Class | +| | | | | Details | +| | | | | Low Risk (L) | +| | | | | No restrictions | +| | | | | No payment | +| | | | | needed | +| | | | | Medium Risk (M) | +| | | | | Unknown Risk | +| | | | | (U) $100 | +| | | | | Advance Payment | +| | | | | required for | +| | | | | IP-DSL. $200 | +| | | | | Advance Payment | +| | | | | required for | +| | | | | ABF/FBS (FTBB). | +| | | | | Requires | +| | | | | AutoPay. | +| | | | | High Risk (H) | +| | | | | Advise the | +| | | | | customer that | +| | | | | the Advance | +| | | | | Payment will be | +| | | | | applied as a | +| | | | | credit on their | +| | | | | monthly bill. | +| | | | | Review | +| | | | | paperless | +| | | | | billing | +| | | | | options. | +| | | | | From the Paper | +| | | | | Bill field, | +| | | | | select the | +| | | | | drop-down. | +| | | | | Select No > | +| | | | | Next. On the | +| | | | | confirmation | +| | | | | pop-up window, | +| | | | | select OK. | +| | | | | Click Next. | +| | | | | Enter the | +| | | | | billing address | +| | | | | and click | +| | | | | Validate. | +| | | | | Click Next. | +| | | | | Negotiate | +| | | | | Product | +| | | | | Configuration | +| | | | | Screen. | +| | | | | Ordering AT&T | +| | | | | High Speed | +| | | | | Internet- FBS | +| | | | | (ABF) | +| | | | | Click Add next | +| | | | | to the product. | +| | | | | Select | +| | | | | Transport of | +| | | | | FTTB-F from the | +| | | | | drop-down (when | +| | | | | available). | +| | | | | Select the | +| | | | | Speed Type | +| | | | | button of | +| | | | | Asymmetric or | +| | | | | Symmetric. | +| | | | | Select the | +| | | | | requested | +| | | | | speed. | +| | | | | Asymmetric | +| | | | | offers higher | +| | | | | downstream | +| | | | | speeds and | +| | | | | lower upstream | +| | | | | speeds. | +| | | | | Symmetric | +| | | | | offers the same | +| | | | | downstream and | +| | | | | upstream | +| | | | | speeds. If | +| | | | | Static IP is | +| | | | | requested, | +| | | | | select Static | +| | | | | from the IP | +| | | | | Type drop-down. | +| | | | | Select quantity | +| | | | | from the IP | +| | | | | Quantity drop- | +| | | | | down. If | +| | | | | Static is not | +| | | | | ordered, | +| | | | | Dynamic is the | +| | | | | default. | +| | | | | Select Yes for | +| | | | | Inside Wire | +| | | | | Site Survey. | +| | | | | Ordering AT&T | +| | | | | Internet (IP- | +| | | | | DSL) Click | +| | | | | Add next to the | +| | | | | product. All | +| | | | | speeds | +| | | | | available at | +| | | | | the location | +| | | | | will display. | +| | | | | Select the | +| | | | | requested | +| | | | | speed. If | +| | | | | Static IP is | +| | | | | requested, | +| | | | | select Static | +| | | | | from the IP | +| | | | | Type drop-down. | +| | | | | Select quantity | +| | | | | from the IP | +| | | | | Quantify drop- | +| | | | | down. If | +| | | | | Static is not | +| | | | | ordered, | +| | | | | Dynamic is the | +| | | | | default. | +| | | | | Negotiate | +| | | | | Product | +| | | | | Configuration | +| | | | | Screen - Add | +| | | | | promotions. | +| | | | | Click Check | +| | | | | Configuration > | +| | | | | Get Offers > | +| | | | | More | +| | | | | Promotions. | +| | | | | Heads up: Do | +| | | | | not select | +| | | | | Waive next to | +| | | | | the $99 | +| | | | | installation | +| | | | | fee. This | +| | | | | option is not | +| | | | | used. | +| | | | | Click Add | +| | | | | Promotion to | +| | | | | the right of | +| | | | | AT&T Internet. | +| | | | | Select General | +| | | | | Market from the | +| | | | | Sales Offer | +| | | | | Mode drop-down | +| | | | | in the Basic | +| | | | | Promotions | +| | | | | section. | +| | | | | Select the | +| | | | | appropriate | +| | | | | promotion. | +| | | | | The system | +| | | | | determines | +| | | | | eligibility for | +| | | | | the Highly | +| | | | | Competitive | +| | | | | Market (HCM) | +| | | | | pricing. If | +| | | | | the customer is | +| | | | | in a HCM, | +| | | | | select the | +| | | | | appropriate HCM | +| | | | | promotion. If | +| | | | | the customer is | +| | | | | not in a HCM, | +| | | | | select the | +| | | | | appropriate | +| | | | | promotion. | +| | | | | If available, | +| | | | | select General | +| | | | | Market from the | +| | | | | Sales Offer | +| | | | | Mode drop-down | +| | | | | in the | +| | | | | Additional | +| | | | | Promotions | +| | | | | section. | +| | | | | Select the | +| | | | | appropriate | +| | | | | promotion and | +| | | | | click Save. | +| | | | | Verify that the | +| | | | | monthly fee | +| | | | | reflects the | +| | | | | appropriate | +| | | | | dollar amount. | +| | | | | If the customer | +| | | | | wants to split | +| | | | | the Installment | +| | | | | Fee Source: | +| | | | | Content: ¶ ¶ | +| | | | | Selling AT&T | +| | | | | Internet to | +| | | | | High and | +| | | | | Unknown credit | +| | | | | risk customers | +| | | | | requires an | +| | | | | advance payment | +| | | | | of $100 or | +| | | | | $200.¶ ¶ | +| | | | | Advance | +| | | | | payments appear | +| | | | | as a credit on | +| | | | | the first bill. | +| | | | | Cancelling an | +| | | | | order and | +| | | | | placing a | +| | | | | reorder for any | +| | | | | reason requires | +| | | | | SPOC engagement | +| | | | | to avoid an | +| | | | | additional | +| | | | | advance | +| | | | | payment. When | +| | | | | cancelling a | +| | | | | pending order | +| | | | | without | +| | | | | processing a | +| | | | | reorder, the | +| | | | | system | +| | | | | automatically | +| | | | | refunds the | +| | | | | advance payment | +| | | | | 61 days after | +| | | | | it is | +| | | | | collected. | +| | | | | Suggested | +| | | | | verbiage: | +| | | | | Mr./Ms. | +| | | | | [Customer | +| | | | | Name], due to | +| | | | | your payment | +| | | | | and credit | +| | | | | history, AT&T | +| | | | | will need to | +| | | | | collect an | +| | | | | advance payment | +| | | | | of [$xxx.xx] in | +| | | | | order to place | +| | | | | your order for | +| | | | | AT&T Internet | +| | | | | service. The | +| | | | | advance payment | +| | | | | will not be | +| | | | | refunded, but | +| | | | | instead will be | +| | | | | applied to your | +| | | | | first month’s | +| | | | | bill.¶ ¶ ¶ ¶ | +| | | | | Attach an | +| | | | | Advance Payment | +| | | | | to an Account¶ | +| | | | | ¶ ExpressPay | +| | | | | automatically | +| | | | | launches from | +| | | | | the Negotiate | +| | | | | Pricing and | +| | | | | Billing screen. | +| | | | | Reference | +| | | | | Processing AT&T | +| | | | | CRM Orders and | +| | | | | Payments with | +| | | | | AT&T Secure | +| | | | | Portal in | +| | | | | AssistEdge - | +| | | | | BCSS¶ ¶ | +| | | | | Select One-Time | +| | | | | Payment. | +| | | | | Enter¶ Payment | +| | | | | amountCredit | +| | | | | card type (gift | +| | | | | cards are | +| | | | | invalid for | +| | | | | this payment)¶ | +| | | | | Confirmation | +| | | | | number | +| | | | | populates on | +| | | | | the NSCI | +| | | | | screen.AT&T may | +| | | | | conduct a preau | +| | | | | thorization on | +| | | | | the credit | +| | | | | card, which | +| | | | | imposes a fee | +| | | | | of $1.01, which | +| | | | | is later | +| | | | | cancelled. If a | +| | | | | preauthorizatio | +| | | | | n fee applies, | +| | | | | advise the | +| | | | | charge may be | +| | | | | held for 7-10 | +| | | | | days before the | +| | | | | charge | +| | | | | removes.The | +| | | | | card does not | +| | | | | have to be in | +| | | | | the caller's | +| | | | | name, as long | +| | | | | as the card | +| | | | | number and CVV | +| | | | | are provided. | +| | | | | Follow all | +| | | | | disclosure | +| | | | | requirements in | +| | | | | the ExpressPay/ | +| | | | | AutoPay | +| | | | | system.¶ ¶ | +| | | | | Cancel/Reissue | +| | | | | Order - SPOCs | +| | | | | Only¶ ¶ Check | +| | | | | the account to | +| | | | | ensure no | +| | | | | advanced | +| | | | | payment or | +| | | | | Credit | +| | | | | Management Fee | +| | | | | (CMF, a Non- | +| | | | | Refundable | +| | | | | Credit Fee) | +| | | | | exists.¶ ¶ If | +| | | | | an order must | +| | | | | be canceled and | +| | | | | reissued for | +| | | | | any reason, | +| | | | | complete the | +| | | | | following to | +| | | | | avoid charging | +| | | | | the advanced | +| | | | | payment or CMF | +| | | | | twice.¶ ¶ In | +| | | | | the Interaction | +| | | | | Toolbox, | +| | | | | select:¶ ¶ | +| | | | | Reason 1: | +| | | | | PaymentsReason | +| | | | | 2: Payment | +| | | | | Inquiry¶ | +| | | | | Select ePay to | +| | | | | view payment | +| | | | | activity and | +| | | | | the order to | +| | | | | cancel. Under | +| | | | | Payment | +| | | | | Details, select | +| | | | | Reverse to | +| | | | | reverse the | +| | | | | payment.¶ If | +| | | | | the order is | +| | | | | complete, | +| | | | | cancelling | +| | | | | takes up to 5 | +| | | | | business days | +| | | | | for funds | +| | | | | reversal.¶ | +| | | | | Source: | +| | | | | Content: into | +| | | | | several | +| | | | | payments, enter | +| | | | | the installment | +| | | | | details. Do not | +| | | | | proactively | +| | | | | offer this to | +| | | | | the customer. | +| | | | | Scroll down and | +| | | | | select | +| | | | | Calculate | +| | | | | Installments. | +| | | | | Select the | +| | | | | desired number | +| | | | | of months from | +| | | | | the Number of | +| | | | | Installments | +| | | | | drop-down. | +| | | | | Click OK. | +| | | | | Click Next. | +| | | | | Negotiate | +| | | | | Reason Codes | +| | | | | Screen If | +| | | | | U-verse | +| | | | | TV/Phone is | +| | | | | available: | +| | | | | Select Customer | +| | | | | Does Not | +| | | | | Qualify-Service | +| | | | | Availability | +| | | | | from the Reason | +| | | | | Value drop-down | +| | | | | for U-Verse TV. | +| | | | | Select Not | +| | | | | Interested from | +| | | | | the Reason | +| | | | | Value for | +| | | | | U-verse Phone. | +| | | | | Click Next. | +| | | | | If U-verse TV/ | +| | | | | Phone is not | +| | | | | available, | +| | | | | Click Next. 10 | +| | | | | Negotiating | +| | | | | Conflicting | +| | | | | Services | +| | | | | screen. Review | +| | | | | the red | +| | | | | messages that | +| | | | | appear at the | +| | | | | top of the | +| | | | | screen. If | +| | | | | no conflicts | +| | | | | exist, click | +| | | | | Next. For IP- | +| | | | | DSL orders, if | +| | | | | the customer | +| | | | | has an active | +| | | | | line at the | +| | | | | location, | +| | | | | verify the line | +| | | | | is the current | +| | | | | customer's BTN. | +| | | | | Active Line at | +| | | | | Location - | +| | | | | Screenshot | +| | | | | If the line is | +| | | | | the customer's | +| | | | | current BTN, | +| | | | | select the BTN | +| | | | | from the | +| | | | | Selected TNs | +| | | | | drop-down. | +| | | | | Select BTN - | +| | | | | Screenshot If | +| | | | | the line is not | +| | | | | associated with | +| | | | | the current | +| | | | | customer or the | +| | | | | customer | +| | | | | requests not to | +| | | | | have the IP-DSL | +| | | | | line share that | +| | | | | BTN, contact a | +| | | | | SPOC. If there | +| | | | | is not an | +| | | | | active line at | +| | | | | the location, | +| | | | | select None. | +| | | | | Select None - | +| | | | | Screenshot | +| | | | | For Working | +| | | | | Service on | +| | | | | Premises, see | +| | | | | AT&T Internet | +| | | | | for Business | +| | | | | (Order Types) - | +| | | | | BCSS. 11 | +| | | | | Negotiate Due | +| | | | | Date screen.Not | +| | | | | e: Riser | +| | | | | Management | +| | | | | buildings are | +| | | | | where the | +| | | | | building owner | +| | | | | has decided to | +| | | | | have their own | +| | | | | company provide | +| | | | | inside wiring | +| | | | | instead of | +| | | | | having AT&T run | +| | | | | the wiring. | +| | | | |  You get a pop- | +| | | | | up, as a | +| | | | | reminder, to | +| | | | | ask the | +| | | | | customer if | +| | | | | they are in a | +| | | | | Riser | +| | | | | Management | +| | | | | building.  If | +| | | | | they are, | +| | | | | ensure you read | +| | | | | the statement | +| | | | | to them.  If | +| | | | | they know they | +| | | | | are not, you | +| | | | | hit close and | +| | | | | continue your | +| | | | | order BAU.  For | +| | | | | situations | +| | | | | where a | +| | | | | customer does | +| | | | | not know, the | +| | | | | customer can | +| | | | | ask the | +| | | | | building owner/ | +| | | | | management | +| | | | | company if they | +| | | | | have their own | +| | | | | inside wiring | +| | | | | company.  Make | +| | | | | sure that the | +| | | | | customer | +| | | | | understands if | +| | | | | they are in a | +| | | | | Riser | +| | | | | Management | +| | | | | building, this | +| | | | | is a due date | +| | | | | to ensure the | +| | | | | wiring process | +| | | | | is started with | +| | | | | the Riser | +| | | | | Manager. | +| | | | |  Depending on | +| | | | | the Riser | +| | | | | Management | +| | | | | companies time | +| | | | | line, this | +| | | | | typically | +| | | | | pushes a due | +| | | | | date out 1-2 | +| | | | | weeks from the | +| | | | | original site | +| | | | | visit.  This | +| | | | | process only | +| | | | | applies to any | +| | | | | provide, move, | +| | | | | or transport | +| | | | | type change to | +| | | | | FTTB-F or | +| | | | | FTTB-C or GPON. | +| | | | |  You will not | +| | | | | see this pop-up | +| | | | | in situations | +| | | | | where it | +| | | | | doesn’t apply. | +| | | | |  If you see it, | +| | | | | follow the | +| | | | | above process. | +| | | | | Select the | +| | | | | calendar icon | +| | | | | located next to | +| | | | | the AT&T Due | +| | | | | Date field. | +| | | | | Select the | +| | | | | requested | +| | | | | date.  Dates | +| | | | | with a red line | +| | | | | through are not | +| | | | | available. If | +| | | | | the customer | +| | | | | needs an | +| | | | | expedited Due | +| | | | | Date or an | +| | | | | error message | +| | | | | is received | +| | | | | when selecting | +| | | | | a Due Date, | +| | | | | contact a SPOC. | +| | | | | Select the time | +| | | | | window. On the | +| | | | | ATT Contact | +| | | | | tab:  Enter | +| | | | | the | +| | | | | Installation | +| | | | | Business Name. | +| | | | | For AT&T | +| | | | | Business Fiber | +| | | | | orders, enter | +| | | | | your ATTUID, | +| | | | | Contact Number, | +| | | | | and Name. In | +| | | | | the Comments to | +| | | | | Technician box, | +| | | | | enter details | +| | | | | necessary for | +| | | | | completing the | +| | | | | installation | +| | | | | (security | +| | | | | codes, network | +| | | | | interface | +| | | | | location). If | +| | | | | needed, update | +| | | | | the Order | +| | | | | Contact First | +| | | | | Name, Order | +| | | | | Contact Last | +| | | | | Name, and Phone | +| | | | | Number if there | +| | | | | is a specific | +| | | | | person who will | +| | | | | be on the | +| | | | | premises for | +| | | | | the | +| | | | | installation. | +| | | | | Click Next. 12 | +| | | | | Negotiate | +| | | | | Security Credit | +| | | | | Information | +| | | | | Screen If the | +| | | | | credit check | +| | | | | resulted in a | +| | | | | required | +| | | | | Advance | +| | | | | Payment, | +| | | | | ExpressPay | +| | | | | automatically | +| | | | | launches. | +| | | | | Collect the | +| | | | | required | +| | | | | Advance Payment | +| | | | | and set up | +| | | | | AutoPay. | +| | | | | See Processing | +| | | | | AT&T CRM Orders | +| | | | | and Payments | +| | | | | with AT&T | +| | | | | Secure Portal | +| | | | | in AssistEdge - | +| | | | | BCSS Present | +| | | | | the | +| | | | | check/savings | +| | | | | account option | +| | | | | before offering | +| | | | | a credit card | +| | | | | or debit card. | +| | | | | Set | +| | | | | expectations: | +| | | | | AutoPay | +| | | | | withdraws the | +| | | | | total amount | +| | | | | due from a | +| | | | | customer's chec | +| | | | | king/saving/deb | +| | | | | it account on | +| | | | | the bill due by | +| | | | | date. Credit | +| | | | | cards are | +| | | | | charged 8 days | +| | | | | after the date | +| | | | | the monthly | +| | | | | bill cycle | +| | | | | ends. | +| | | | | Refer to | +| | | | | Advance | +| | | | | Payments for | +| | | | | AT&T Internet > | +| | | | |  Attach an | +| | | | | Advance Payment | +| | | | | to an Account. | +| | | | | 13 Submit | +| | | | | Order Action | +| | | | | screen. On | +| | | | | the General | +| | | | | Information | +| | | | | tab, click View | +| | | | | Disclosure. | +| | | | | Click Click | +| | | | | Here to View | +| | | | | Disclosure. | +| | | | | Cover the | +| | | | | following | +| | | | | sections: | +| | | | | Discl Source: | +| | | | | Content: What's | +| | | | | New Effective | +| | | | | April 30, 2023 | +| | | | | - Rates for | +| | | | | Copper | +| | | | | Broadband have | +| | | | | increased for | +| | | | | NEW customers.  | +| | | | | Effective April | +| | | | | 16, 2023 - New | +| | | | | and existing | +| | | | | customers | +| | | | | purchasing | +| | | | | Static IPs will | +| | | | | receive an | +| | | | | increase of | +| | | | | $15/per mo.  | +| | | | | March 3, 2023 | +| | | | | - Important | +| | | | | Reminder - For | +| | | | | Fiber to Fiber | +| | | | | and Copper to | +| | | | | Copper speed | +| | | | | change | +| | | | | requests, do | +| | | | | not disconnect | +| | | | | service and | +| | | | | create a new | +| | | | | order/BAN in | +| | | | | lieu of issuing | +| | | | | a change order. | +| | | | | See Speed | +| | | | | Change | +| | | | | Procedures for | +| | | | | scenarios.  | +| | | | | Effective | +| | | | | August 31, | +| | | | | 2022, Bloopy is | +| | | | | being retired. | +| | | | | Please use the | +| | | | | shopping cart | +| | | | | icon in CRM to | +| | | | | validate an | +| | | | | address. Call | +| | | | | Flow | Product | +| | | | | Details | | +| | | | | Pricing | What | +| | | | | the Customer | +| | | | | Needs to Know | | +| | | | | New Service | +| | | | | Order | +| | | | | Procedures | | +| | | | | Speed Change | +| | | | | Procedures | | +| | | | | Additional | +| | | | | Procedures | | +| | | | | Additional | +| | | | | Resources | | +| | | | | FAQ What I | +| | | | | Need to Know | +| | | | | Initial call | +| | | | | resolution | +| | | | | should occur | +| | | | | prior to making | +| | | | | a non-discover | +| | | | | based product | +| | | | | offer. Ensure | +| | | | | CPNI consent | +| | | | | has been | +| | | | | obtained prior | +| | | | | to promoting | +| | | | | the product. | +| | | | | Refer to | +| | | | | Customer | +| | | | | Proprietary | +| | | | | Network | +| | | | | Information | +| | | | | (CPNI) - BCSS. | +| | | | |  AT&T Internet | +| | | | | for Business is | +| | | | | available to | +| | | | | Internet | +| | | | | qualified Small | +| | | | | Business | +| | | | | customers: | +| | | | | Without | +| | | | | Internet | +| | | | | service (AT&T | +| | | | | HSI or | +| | | | | competitors). | +| | | | | With Cable | +| | | | | Internet | +| | | | | services who | +| | | | | would like to | +| | | | | switch to AT&T. | +| | | | | With AT&T HSI | +| | | | | service that | +| | | | | would like a | +| | | | | faster speed. | +| | | | | Only promote | +| | | | | the product to | +| | | | | an | +| | | | | AOP/DD/DM/TCM | +| | | | | (CRU with FAN) | +| | | | | or Account | +| | | | | Holder (Non-FAN | +| | | | | CRU). The | +| | | | | customer must | +| | | | | be located in | +| | | | | AT&T's 21 | +| | | | | States | +| | | | | footprint. 9 | +| | | | | States (SE): | +| | | | | Alabama, | +| | | | | Florida, | +| | | | | Georgia, | +| | | | | Kentucky, | +| | | | | Louisiana, | +| | | | | Mississippi, | +| | | | | North Carolina, | +| | | | | South Carolina, | +| | | | | and Tennessee. | +| | | | | 12 States: | +| | | | | Arkansas, | +| | | | | California, | +| | | | | Illinois, | +| | | | | Indiana, | +| | | | | Kansas, | +| | | | | Michigan, | +| | | | | Missouri, | +| | | | | Nevada, Ohio, | +| | | | | Oklahoma, | +| | | | | Texas, and | +| | | | | Wisconsin. | +| | | | | Assist | +| | | | | customers with | +| | | | | new service and | +| | | | | speed upgrade | +| | | | | requests only. | +| | | | | Refer all other | +| | | | | requests to the | +| | | | | appropriate | +| | | | | department. | +| | | | | Refer to AT&T | +| | | | | Internet for | +| | | | | Business Call | +| | | | | Handling. Back | +| | | | | to Top Call | +| | | | | Flow Use | +| | | | | Snapshot to | +| | | | | determine if | +| | | | | the customer | +| | | | | currently has | +| | | | | AT&T Internet | +| | | | | service. Use | +| | | | | AT&T-CRM (steps | +| | | | | 1-4 in the New | +| | | | | Service Orders | +| | | | | section), to | +| | | | | determine if | +| | | | | AT&T Internet | +| | | | | is available at | +| | | | | their address.  | +| | | | | If results | +| | | | | indicate the | +| | | | | product is not | +| | | | | available at | +| | | | | the location | +| | | | | but the | +| | | | | customer | +| | | | | insists it is, | +| | | | | refer the | +| | | | | customer to | +| | | | | Managed | +| | | | | Telesolutions | +| | | | | via the | +| | | | | referral | +| | | | | process in the | +| | | | | Additional Proc | +| | | | | edures section. | +| | | | | If the customer | +| | | | | is eligible for | +| | | | | AT&T Internet | +| | | | | for Business, | +| | | | | promote the | +| | | | | product. Do | +| | | | | not promote the | +| | | | | product to | +| | | | | Enterprise, | +| | | | | Business in a | +| | | | | Box (BIB HSI), | +| | | | | or Smart | +| | | | | Business Suite | +| | | | | (SBS) | +| | | | | customers. | +| | | | | Refer the | +| | | | | customer to | +| | | | | Managed | +| | | | | Telesolutions | +| | | | | via the | +| | | | | referral | +| | | | | process in the | +| | | | | Additional Proc | +| | | | | edures section. | +| | | | | Discuss product | +| | | | | details, | +| | | | | pricing, | +| | | | | promotions, and | +| | | | | installation | +| | | | | charges. Refer | +| | | | | to the Pricing | +| | | | | section. In | +| | | | | AT&T-CRM, | +| | | | | complete call | +| | | | | tracking, | +| | | | | submit the | +| | | | | order as | +| | | | | outlined in the | +| | | | | procedures and | +| | | | | add notes. | +| | | | | Verify the | +| | | | | customer's AT&T | +| | | | | Internet | +| | | | | account in | +| | | | | AT&T-CRM, see | +| | | | | Authenticating | +| | | | | Accounts in | +| | | | | CRM: Accounts | +| | | | | with Passcodes. | +| | | | | Use Clarify and | +| | | | | AT&T-CRM to | +| | | | | determine | +| | | | | available offer | +| | | | | details. | +| | | | | Verify | +| | | | | the account | +| | | | | name, service | +| | | | | address, or | +| | | | | authorized | +| | | | | caller's name | +| | | | | is similar in | +| | | | | both tools. | +| | | | | In AT&T-CRM, | +| | | | | complete call | +| | | | | tracking, | +| | | | | submit the | +| | | | | order as | +| | | | | outlined in the | +| | | | | Speed Change | +| | | | | Procedures | +| | | | | section and add | +| | | | | notes. Back to | +| | | | | Top Product | +| | | | | Details AT&T | +| | | | | Internet is the | +| | | | | next generation | +| | | | | broadband | +| | | | | service | +| | | | | bringing | +| | | | | customer | +| | | | | locations | +| | | | | closer to fiber | +| | | | | based backbone | +| | | | | and access to | +| | | | | faster speeds. | +| | | | | Product | +| | | | | Benefits AT&T | +| | | | | Internet is | +| | | | | provided by 4 | +| | | | | technologies: | +| | | | | Technology | +| | | | | Details | +| | | | | IP-DSL (aDSL2+) | +| | | | | Internet speeds | +| | | | | up to 25M | +| | | | | Fiber and | +| | | | | copper Up to 6 | +| | | | | AT&T Phone | +| | | | | lines available | +| | | | | for 5M and | +| | | | | above speeds | +| | | | | AT&T Phone not | +| | | | | available with | +| | | | | 768K speed One | +| | | | | AT&T Phone line | +| | | | | available on | +| | | | | 1.5M Two AT&T | +| | | | | Phone lines | +| | | | | available on 3M | +| | | | | AT&T-CRM | +| | | | | displays the | +| | | | | Priority | +| | | | | Network Type: | +| | | | | IP-CO or IP-RT | +| | | | | (Single Pair | +| | | | | locations) IP- | +| | | | | CO-BP or IP-RT- | +| | | | | BP (Bonded Pair | +| | | | | locations | +| | | | | Source: | +| | | | | Content: | +| | | | | formerly CIM) | +| | | | | IPBB Internet | +| | | | | protocol | +| | | | | broadband - | +| | | | | includes both | +| | | | | technologies of | +| | | | | traditional | +| | | | | (vDSL) and IP- | +| | | | | DSL (aDSL2+) | +| | | | | IP-DSL | +| | | | | Internet | +| | | | | protocol | +| | | | | broadband - | +| | | | | includes both | +| | | | | technologies of | +| | | | | : traditional | +| | | | | (vDSL) and IP- | +| | | | | DSL (aDSL2+) | +| | | | | IP-DSL Bonded | +| | | | | Pair (BP) | +| | | | | Internet | +| | | | | protocol | +| | | | | digital | +| | | | | subscriber line | +| | | | | access multi- | +| | | | | plexer ITU | +| | | | | Standards IP- | +| | | | | DSL Pair | +| | | | | Bonding allows | +| | | | | AT&T | +| | | | | technicians to | +| | | | | bond 2 lines | +| | | | | (cable pairs) | +| | | | | at a customer’s | +| | | | | address. By | +| | | | | using special | +| | | | | CPE to bond the | +| | | | | cable pairs | +| | | | | AT&T is able to | +| | | | | extend the | +| | | | | reach of | +| | | | | current speed | +| | | | | tiers. Static | +| | | | | IP Assigning | +| | | | | an IP address | +| | | | | that does not | +| | | | | change TFS | +| | | | | Technical Field | +| | | | | Services | +| | | | | (formerly SD&A) | +| | | | | vDSL Very high | +| | | | | bit-rate | +| | | | | digital | +| | | | | subscriber line | +| | | | | VRAD Video- | +| | | | | ready access | +| | | | | device. This is | +| | | | | the box that | +| | | | | sits in the | +| | | | | neighborhoods | +| | | | | that you see | +| | | | | the technicians | +| | | | | parked in front | +| | | | | of when they | +| | | | | are installing | +| | | | | . In most | +| | | | | cases, it sits | +| | | | | next to a SAI | +| | | | | (service access | +| | | | | interface) | +| | | | | terminal | +| | | | | (crossbox). | +| | | | | Business | +| | | | | Internet Online | +| | | | | Sales Tool | +| | | | | Login: bband | +| | | | | Password: | +| | | | | Speed4u@att | +| | | | | Back to Top | +| | | | | FAQ How do I | +| | | | | identify a | +| | | | | Business in a | +| | | | | Box (BIB HSI) | +| | | | | account? In | +| | | | | AT&T-CRM, a | +| | | | | VDNASB Account | +| | | | | banner | +| | | | | displays. | +| | | | | Business in a | +| | | | | Box - | +| | | | | Screenshot. | +| | | | | How do I | +| | | | | identify an | +| | | | | Enterprise | +| | | | | account? A red | +| | | | | Enterprise | +| | | | | Account banner | +| | | | | displays at the | +| | | | | top of the | +| | | | | screen. | +| | | | | Enterprise | +| | | | | Account - | +| | | | | Screenshot. | +| | | | | How do I | +| | | | | identify a | +| | | | | Smart Business | +| | | | | Suite (SBS) | +| | | | | account? The | +| | | | | Account | +| | | | | Information | +| | | | | column displays | +| | | | | the Billing as | +| | | | | UB Converged | +| | | | | Bill. SBS | +| | | | | Account - | +| | | | | Screenshot An | +| | | | | SBS warning | +| | | | | message will | +| | | | | also display | +| | | | | when attempting | +| | | | | to place an | +| | | | | order. SBS | +| | | | | Account Warning | +| | | | | Message - | +| | | | | Screenshot | +| | | | | Customers are | +| | | | | asking if they | +| | | | | can self- | +| | | | | install the | +| | | | | Internet, is | +| | | | | this an option. | +| | | | | If the customer | +| | | | | asks if they | +| | | | | can complete | +| | | | | the install | +| | | | | instead of | +| | | | | having a | +| | | | | technician | +| | | | | complete it, | +| | | | | contact a SPOC. | +| | | | | How can a | +| | | | | customer return | +| | | | | their | +| | | | | equipment? | +| | | | | Access the | +| | | | | U-Verse Return | +| | | | | Label Site | +| | | | | username: | +| | | | | uverse | +| | | | | password: | +| | | | | cpereturn | +| | | | | Click on Create | +| | | | | a Return Label | +| | | | | Enter BAN # | +| | | | | Click Next | +| | | | | Select | +| | | | | customers | +| | | | | equipment from | +| | | | | the dropdown | +| | | | | menu Click Add | +| | | | | Item Select | +| | | | | Return Reason | +| | | | | from dropdown | +| | | | | menu Add a | +| | | | | note in the | +| | | | | Return Notes | +| | | | | section Click | +| | | | | Next Complete | +| | | | | Customer | +| | | | | Information | +| | | | | Click Next | +| | | | | Verify | +| | | | | Information, if | +| | | | | correct click | +| | | | | Submit Click | +| | | | | Create Label | +| | | | | Click Next | +| | | | | Select | +| | | | | preferred label | +| | | | | type: Email to | +| | | | | customer or | +| | | | | Send postcard | +| | | | | to customer | +| | | | | Click Generate | +| | | | | Label Click | +| | | | | Done Who | +| | | | | assists | +| | | | | customers with | +| | | | | equipment | +| | | | | questions? | +| | | | | Customers with | +| | | | | existing | +| | | | | service are | +| | | | | referred to | +| | | | | U-Verse | +| | | | | Business Tech | +| | | | | Support. New | +| | | | | service order | +| | | | | customers are | +| | | | | assisted by the | +| | | | | technician | +| | | | | during the | +| | | | | installation | +| | | | | process. When | +| | | | | does the | +| | | | | customer | +| | | | | receive their | +| | | | | bill statement? | +| | | | | Bill processing | +| | | | | takes about 5 | +| | | | | days from the | +| | | | | bill cycle | +| | | | | date. Online | +| | | | | bills are | +| | | | | viewable 8 days | +| | | | | after the bill | +| | | | | cycle date. | +| | | | | Paper bills are | +| | | | | received 10 | +| | | | | days after the | +| | | | | bill cycle | +| | | | | date. Do IPs | +| | | | | change with a | +| | | | | speed upgrade/d | +| | | | | owngrade or a | +| | | | | transport | +| | | | | change for a | +| | | | | higher speed? | +| | | | | No, IP | +| | | | | addresses do | +| | | | | not change. | +| | | | | How do I ensure | +| | | | | I get credit | +| | | | | for my sale? | +| | | | | From the | +| | | | | Negotiate | +| | | | | Product | +| | | | | Configuration | +| | | | | screen, click | +| | | | | the Preferences | +| | | | | hyperlink. | +| | | | | Preferences | +| | | | | Hyperlink - | +| | | | | Screenshot | +| | | | | Confirm your | +| | | | | COMP Code is | +| | | | | listed in the | +| | | | | CSR Sales Cold | +| | | | | Filed. If | +| | | | | not, enter your | +| | | | | code and click | +| | | | | OK. Comp Code - | +| | | | | Screenshot On | +| | | | | the View | +| | | | | Disclosures | +| | | | | screen, confirm | +| | | | | your COMP Code | +| | | | | is listed in | +| | | | | the Order | +| | | | | Action Sales | +| | | | | Code field. | +| | | | | If not, click | +| | | | | the Preferences | +| | | | | hyperlink, | +| | | | | enter your code | +| | | | | and click OK. | +| | | | | View | +| | | | | Disclosures - | +| | | | | Screenshot How | +| | | | | do I identify a | +| | | | | Consumer | +| | | | | account? On | +| | | | | the main | +| | | | | account screen, | +| | | | | review the Sub | +| | | | | Type Field. If | +| | | | | it says | +| | | | | Consumer Only, | +| | | | | do not access | +| | | | | the account. | +| | | | | Do not send the | +| | | | | account to the | +| | | | | Referral Line, | +| | | | | they do not | +| | | | | handle Consumer | +| | | | | accounts. | +| | | | | Complete the | +| | | | | customers' | +| | | | | request on | +| | | | | their Business | +| | | | | account and | +| | | | | offer to | +| | | | | transfer them | +| | | | | to | +| | | | | Consumer.Heads | +| | | | | up: If it says | +| | | | | Consumer Small | +| | | | | Office, you can | +| | | | | sell to the | +| | | | | account. | +| | | | | Consumer | +| | | | | Account - | +| | | | | Screenshot | +| | | | | Back to Top | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 15 | [] | What devices | There are | Content: 7 | +| | | are eligible | different | Plus. | +| | | for trade in | tiers of | Customers who | +| | | to get a | eligible | purchased an | +| | | newer phone? | trade-in | eligible | +| | | | devices | smartphone | +| | | | based on | within 14 days | +| | | | their | of 9/2/22 and | +| | | | minimum | return to | +| | | | trade-in | trade-in one of | +| | | | value (TIV). | the devices | +| | | | Devices with | listed above, | +| | | | a TIV of | will get the | +| | | | $240 or more | offer credits | +| | | | include | as long as all | +| | | | iPhone 12 | other | +| | | | Pro, iPhone | requirements | +| | | | 12 Pro Max, | are met.¶ | +| | | | iPhone 13, | Process the | +| | | | iPhone 13 | trade-in and | +| | | | mini, iPhone | select the | +| | | | 13 Pro, | Price | +| | | | iPhone 13 | Protection | +| | | | Pro Max, | radio button | +| | | | iPhone 14, | titled: PRICE | +| | | | iPhone 14 | PROTECTION: Up | +| | | | Plus, iPhone | to $800 Off | +| | | | 14 Pro, | Android | +| | | | iPhone 14 | smartphones | +| | | | Pro Max, | with Trade-in | +| | | | Samsung | and purchased | +| | | | Galaxy Z | on/before | +| | | | Fold4, | September 1st | +| | | | Samsung | (Different | +| | | | Galaxy S23, | Day). The offer | +| | | | Samsung | credits will be | +| | | | Galaxy S23+, | issued manually | +| | | | and Samsung | on the back | +| | | | Galaxy S23 | end. Customers | +| | | | Ultra. | who purchase an | +| | | | Devices with | eligible | +| | | | a TIV of | smartphone on | +| | | | $130 to $229 | or after 9/2/22 | +| | | | include | and want to | +| | | | iPhone XS | trade in one of | +| | | | Max, iPhone | the devices | +| | | | 11, iPhone | impacted, will | +| | | | 11 Pro, | not be eligible | +| | | | iPhone 12 | for the | +| | | | mini, iPhone | promotional | +| | | | 11 Pro Max, | credits. On | +| | | | iPhone 12, | 8/5/22 Select | +| | | | Samsung | device trade-in | +| | | | Galaxy S20, | values (TIV) | +| | | | Samsung | changed from | +| | | | Galaxy S20 | $35 to $5 and | +| | | | 5G, Samsung | will be | +| | | | Galaxy S20 | ineligible as | +| | | | FE, Samsung | qualifying | +| | | | Galaxy S20 | trade-ins. | +| | | | FE 5G, | Trade-in | +| | | | Samsung | devices | +| | | | Galaxy S20+, | impacted: | +| | | | Samsung | Nord100, Asus | +| | | | Galaxy S20+ | Rog Phone2, | +| | | | 5G, Samsung | OnePlus 6T, | +| | | | Galaxy S20 | Razer 2, Google | +| | | | Ultra 5G, | Pixel 3, 3a, | +| | | | Samsung | 3XL, 3a XL, LG | +| | | | Galaxy | K92, Moto One | +| | | | Note20, | Ace 5G. | +| | | | Samsung | Customers who | +| | | | Galaxy | purchased an | +| | | | Note20 5G, | eligible | +| | | | Samsung | smartphone | +| | | | Galaxy | within 14 days | +| | | | Note20 | of 8/5/22 and | +| | | | Ultra, | return to | +| | | | Samsung | trade-in one | +| | | | Galaxy | of the devices | +| | | | Note20 Ultra | listed above | +| | | | 5G, Samsung | will get the | +| | | | Galaxy S21 | offer credits, | +| | | | 5G, Samsung | as long as all | +| | | | Galaxy S21+ | other | +| | | | 5G, Samsung | requirements | +| | | | Galaxy S21 | are met.¶ ¶ | +| | | | FE 5G, | Process the | +| | | | Samsung | trade-in and | +| | | | Galaxy Fold, | select the | +| | | | Samsung | Price | +| | | | Galaxy Fold | Protection | +| | | | 5G, Samsung | radio button | +| | | | Galaxy Z | titled: PRICE | +| | | | Flip3 5G, | PROTECTION: Up | +| | | | Samsung | to $800 Off | +| | | | Galaxy S21 | Android | +| | | | Ultra 5G, | smartphones | +| | | | Samsung | with Trade-in | +| | | | Galaxy S22 | and purchased | +| | | | 5G, Samsung | on/before | +| | | | Galaxy S22+ | August 4th | +| | | | 5G, Samsung | (Different | +| | | | Galaxy S22 | Day). The offer | +| | | | Ultra 5G, | credits will be | +| | | | Samsung | issued manually | +| | | | Galaxy | on the back | +| | | | ZFold2 5G, | end. Customers | +| | | | Samsung | who purchase an | +| | | | Galaxy Z | eligible | +| | | | Fold3 5G, | smartphone on | +| | | | Google Pixel | or after 8/5/22 | +| | | | 5, Google | and want to | +| | | | Pixel 5a, | trade in one of | +| | | | Google Pixel | the impacted | +| | | | 6, Google | devices will | +| | | | Pixel 6a, | not be eligible | +| | | | Google Pixel | for the | +| | | | 6 Pro, | promotional | +| | | | Google Pixel | credits. On | +| | | | 7, OnePlus 9 | 4/22/22 the | +| | | | 5G, OnePlus | Samsung A13 5G | +| | | | 9 Pro 5G, | trade-in value | +| | | | and OnePlus | (TIV) changes | +| | | | 10 Pro. | from $100 to $5 | +| | | | Devices with | and will be | +| | | | a TIV of $35 | ineligible as a | +| | | | to $129 | qualifying | +| | | | include | trade-in. | +| | | | iPhone 8, | Customers who | +| | | | iPhone 8 | purchased an | +| | | | Plus, iPhone | eligible | +| | | | SE (2nd | smartphone | +| | | | Gen), iPhone | before 4/22/22 | +| | | | SE (3rd | and trade-in a | +| | | | Gen), iPhone | Samsung A13 5G | +| | | | X, iPhone | will get the | +| | | | XR, iPhone | offer credits | +| | | | XS, Samsung | as long as all | +| | | | Galaxy A23, | other | +| | | | Samsung | requirements | +| | | | Galaxy A23 | are met. ¶ ¶ | +| | | | 5G, Samsung | Process the | +| | | | Galaxy A32, | trade-in and | +| | | | Samsung | issue the $5 | +| | | | Galaxy A32 | TIV to the | +| | | | 5G, Samsung | customer. A | +| | | | Galaxy A42 | radio button | +| | | | 5G, Samsung | for the offer | +| | | | Galaxy A51 | will not | +| | | | 5G, Samsung | display due to | +| | | | Galaxy A52, | the TIV being | +| | | | Samsung | below the | +| | | | Galaxy A52s, | requirements. | +| | | | Samsung | The offer | +| | | | Galaxy A52 | credits will be | +| | | | 5G, Samsung | issued manually | +| | | | Galaxy A53, | on the back | +| | | | Samsung | end. Customers | +| | | | Galaxy A70, | who purchase an | +| | | | Samsung | eligible | +| | | | Galaxy A71, | smartphone on | +| | | | Samsung | or after | +| | | | Galaxy A71 | 4/22/22 and | +| | | | 5G, Samsung | trade-in a | +| | | | Galaxy A72, | Samsung A13 5G | +| | | | Samsung | will only | +| | | | Galaxy S, | receive $5 TIV | +| | | | Samsung | and will not be | +| | | | Galaxy S 4G, | eligible for | +| | | | Samsung | the offer. | +| | | | Galaxy S | Credit Details | +| | | | Aviator, | ¶ Must be a | +| | | | Samsung | new line, or | +| | | | Galaxy S | upgrade. | +| | | | Captivate, | Customer has 30 | +| | | | Samsung | days from | +| | | | Galaxy S | activation date | +| | | | Blaze 4G, | to perform | +| | | | Samsung | their trade | +| | | | Galaxy S | in.Customers | +| | | | Lightray 4G, | with Free | +| | | | Samsung | Shipping may | +| | | | Galaxy S | have a delay in | +| | | | Plus, | receiving their | +| | | | Samsung | smartphones due | +| | | | Galaxy S | to inventory | +| | | | Relay, | constraints. | +| | | | Samsung | Please note 30 | +| | | | Galaxy S | days from | +| | | | Showcase, | activation date | +| | | | Samsung | could be | +| | | | Galaxy S | different from | +| | | | Vibrant, | purchase date | +| | | | Samsung | (due to above s | +| | | | Galaxy S | cenario).Custom | +| | | | Duos, | er may qualify | +| | | | Samsung | for multiple | +| | | | Galaxy S | monthly bill | +| | | | Glide, | credits | +| | | | Samsung | smartphone | +| | | | Galaxy SL X, | offers for each | +| | | | Samsung | qualifying new | +| | | | Galaxy S II, | purchase | +| | | | Samsung | w/qualifying | +| | | | Galaxy S II | trade-in; limit | +| | | | 4G, Samsung | on number of | +| | | | Galaxy S II | lines eligible | +| | | | Epic 4G | will depends on | +| | | | Touch, | customer’s | +| | | | Samsung | credit | +| | | | Galaxy S II | eligibility | +| | | | HD, Samsung | (BAU).Eligible | +| | | | Galaxy S II | smartphones | +| | | | HD LTE, | must be | +| | | | Samsung | purchased on | +| | | | Galaxy S II | AT&T | +| | | | LTE, Samsung | Installment | +| | | | Galaxy S II | Plan. ¶ | +| | | | Skyrocket, | Includes 0% | +| | | | Samsung | down or down | +| | | | Galaxy S II | payment. ¶ | +| | | | WiMAX, | Down payment | +| | | | Samsung | does not | +| | | | Galaxy S II | impact/change | +| | | | X, Samsung | monthly credit | +| | | | Galaxy S | amount outlined | +| | | | Duos 2, | by offer. ¶ If | +| | | | Samsung | buying on the | +| | | | Galaxy S2 | AT&T | +| | | | Plus, | Installment | +| | | | Samsung | Plan with Next | +| | | | Galaxy S | Up, customer is | +| | | | III, Samsung | responsible and | +| | | | Galaxy S III | will not | +| | | | 4G LTE, | receive any | +| | | | Samsung | credits for an | +| | | | Galaxy S III | additional | +| | | | LTE, Samsung | $6/mo. for the | +| | | | Galaxy S III | Next Up upgrade | +| | | | Mini, | feature.¶ | +| | | | Samsung | Note: Customers | +| | | | Galaxy S III | enrolled on an | +| | | | VE, Samsung | active AT&T | +| | | | Galaxy S3, | Installment | +| | | | Samsung | Plan with Next | +| | | | Galaxy S3 | Up at $5/mo. | +| | | | mini VE, | are not | +| | | | Samsung | impacted by the | +| | | | Galaxy S3 | rate increase | +| | | | Neo, Samsung | effective | +| | | | Galaxy S3 | 7.14.22.Future | +| | | | Progre, | device | +| | | | Samsung | purchases on an | +| | | | Galaxy S3 | AT&T | +| | | | Slim, | Installment | +| | | | Samsung | Plan with Next | +| | | | Galaxy S4, | Up will be | +| | | | Samsung | impacted and | +| | | | Galaxy S4 | will reflect | +| | | | Active, | the new Next Up | +| | | | Samsung | feature charge | +| | | | Galaxy S4 | of $6/mo. ¶ ¶ | +| | | | Duos, | If line is | +| | | | Samsung | disconnected | +| | | | Galaxy S4 | early, customer | +| | | | Mini, | responsible for | +| | | | Samsung | remaining | +| | | | Galaxy S4 | amount owed on | +| | | | Mini Duos, | the installment | +| | | | Samsung | agreement.Line | +| | | | Galaxy S4 | must remain | +| | | | Triband, | active & in | +| | | | Samsung | good standing | +| | | | Galaxy S4 | throughout the | +| | | | Value | entirety of the | +| | | | Edition, | offer for all | +| | | | Samsung | credits to be | +| | | | Galaxy S4 | applied.CLN/CPO | +| | | | zoom, | excluded.Taxes | +| | | | Samsung | on full retail | +| | | | Galaxy S5, | price are due | +| | | | Samsung | at point of | +| | | | Galaxy S5 | sale.If the | +| | | | Active, | discounted | +| | | | Samsung | phone is | +| | | | Galaxy S5 | purchased with | +| | | | Duos, | down payment, | +| | | | Samsung | customer is | +| | | | Galaxy S5 | responsible for | +| | | | mini, | down payment | +| | | | Samsung | and receives it | +| | | | Galaxy S5 | back as part of | +| | | | Neo, Samsung | the recurring | +| | | | Galaxy S5 | bill | +| | | | Prime, | credit.Free | +| | | | Samsung | Shipping, | +| | | | Galaxy S5 | backorders, and | +| | | | Sport, | port delays are | +| | | | Samsung | eligible if the | +| | | | Galaxy S6, | number(s) is | +| | | | Samsung | reserved while | +| | | | Galaxy S6 | the offer is in | +| | | | Active, | effect.Winbacks | +| | | | Samsung | are treated as | +| | | | Galaxy S6 | an existing | +| | | | Edge, | customer. (a | +| | | | Samsung | Winback | +| | | | Galaxy S6 | requires a | +| | | | Edge + Duos, | customer to | +| | | | Samsung | port their | +| | | | Galaxy S6 | number back to | +| | | | Edge TD, | AT&T within 59 | +| | | | Samsung | days of leaving | +| | | | Galaxy S6 | AT&T.)A | +| | | | Edge+, | conversion from | +| | | | Samsung | Prepaid/Cricket | +| | | | Galaxy S7, | is treated like | +| | | | Samsung | an existing | +| | | | Galaxy S7 | wireless | +| | | | Active, | customer and | +| | | | Samsung | not a new | +| | | | Galaxy S7 | wireless gross | +| | | | Edge, | add.¶ How the | +| | | | Samsung | Credit Works ¶ | +| | | | Galaxy S8, | Customers will | +| | | | Samsung | receive the | +| | | | Galaxy S8 | bill credit of | +| | | | Active, | offer if:¶ | +| | | | Samsung | Activating new | +| | | | Galaxy S8 | line or upgrade | +| | | | Duos, | existing line | +| | | | Samsung | and purchasing | +| | | | Galaxy S8+, | an eligible | +| | | | Samsung | smartphone on | +| | | | Galaxy S9, | AT&T | +| | | | Samsung | installment | +| | | | Galaxy S9+, | Source: | +| | | | Samsung | Content: What's | +| | | | Galaxy S9+ | New June 2, | +| | | | Duos, | 2023 Updating | +| | | | Samsung | list of | +| | | | Galaxy S10, | eligible trade- | +| | | | Samsung | in devices. | +| | | | Galaxy S10+, | Adding the | +| | | | Samsung | following | +| | | | Galaxy S10 | devices into | +| | | | 5G, Samsung | the $35 Tier: | +| | | | Galaxy S10e, | S, S 4G, S | +| | | | Samsung | Aviator, S | +| | | | Galaxy S10 | Captivate, S | +| | | | Lite, | Blaze 4G, S | +| | | | Samsung | Lightray 4G, S | +| | | | Galaxy Note, | Plus, S Relay, | +| | | | Samsung | S Showcase, S | +| | | | Galaxy Note | Vibrant, S | +| | | | FE, Samsung | Duos, S Glide, | +| | | | Galaxy Note | SL X, S II, S | +| | | | II, Samsung | II 4G, S II | +| | | | Galaxy Note | Epic 4G Touch, | +| | | | II LTE, | S II HD, S II | +| | | | Samsung | HD LTE, S II | +| | | | Galaxy Note | LTE, S II | +| | | | 3, Samsung | Skyrocket, S II | +| | | | Galaxy Note | WiMAX, S II X, | +| | | | 3 Duos, | S Duos 2, S2 | +| | | | Samsung | Plus, S III, S | +| | | | Galaxy Note | III 4G LTE, S | +| | | | 3 Neo, | III LTE, S III | +| | | | Samsung | Mini, S III VE, | +| | | | Galaxy Note | S3, S3 mini VE, | +| | | | 3 TD, | S3 Neo, S3 | +| | | | Samsung | Progre, S3 | +| | | | Galaxy Note | Slim, S4, S4 | +| | | | | Active, S4 | +| | | | | Duos, S4 Mini, | +| | | | | S4 Mini Duos, | +| | | | | S4 Triband, S4 | +| | | | | Value Edition, | +| | | | | S4, S4 zoom, | +| | | | | S5, S5 Active, | +| | | | | S5 Duos, S5 | +| | | | | mini, S5 Neo, | +| | | | | S5 Prime, S5 | +| | | | | Sport, S6, S6 | +| | | | | Active, S6 | +| | | | | Edge, S6 Edge + | +| | | | | Duos, S6 Edge | +| | | | | TD, S6 Edge+, | +| | | | | S7, S7 Active, | +| | | | | S7 Edge, S8, S8 | +| | | | | Active, S8 | +| | | | | Duos, S8+, | +| | | | | Note, Note FE, | +| | | | | Note II, Note | +| | | | | II LTE, Note 3, | +| | | | | Note 3 Duos, | +| | | | | Note 3 Neo, | +| | | | | Note 3 TD, Note | +| | | | | 4, Note 4 Duos, | +| | | | | Note 4 S-LTE, | +| | | | | Note III, Note | +| | | | | III Neo, Note | +| | | | | LTE, Note5, | +| | | | | Note5 Duos, | +| | | | | Note 7, Note | +| | | | | Edge, , Note8, | +| | | | | Note 8 Duos | +| | | | | May 12, 2023 | +| | | | | Updating list | +| | | | | of eligible | +| | | | | trade-in | +| | | | | devices. | +| | | | | Removing from | +| | | | | the $35 Tier: | +| | | | | S, S 4, S 4 | +| | | | | Zoom, S 4G, S | +| | | | | Aviator, S | +| | | | | Blaze 4G, S | +| | | | | Duos, S Duos 2, | +| | | | | S Glide, S II, | +| | | | | S II 4G, S II | +| | | | | Epic 4G Touch, | +| | | | | S II HD, S II | +| | | | | HD LTE, S II | +| | | | | LTE, S II | +| | | | | Skyrocket, S II | +| | | | | WiMAX, S II X, | +| | | | | S III, S III 4G | +| | | | | LTE, S III LTE, | +| | | | | S III Mini, S | +| | | | | III VE, S | +| | | | | Lightray 4G, S | +| | | | | Plus, S Relay, | +| | | | | S Showcase, S | +| | | | | Vibrant, S2 | +| | | | | Plus, S3, S3 | +| | | | | mini VE, S3 | +| | | | | Neo, S3 Progre, | +| | | | | S3 Slim, S4, S4 | +| | | | | Active, S4 | +| | | | | Duos, S4 Mini, | +| | | | | S4 Mini Duos, | +| | | | | S4 Triband, S4 | +| | | | | Value Edition, | +| | | | | S4 zoom, S5, S5 | +| | | | | Active, S5 | +| | | | | Duos, S5 mini, | +| | | | | S5 Neo, S5 | +| | | | | Prime, S5 | +| | | | | Sport, S6, S6 | +| | | | | Active, S6 | +| | | | | Edge, S6 Edge + | +| | | | | Duos, S6 Edge | +| | | | | TD, S6 Edge+, | +| | | | | S7, S7 Active, | +| | | | | S7 Edge, S8, S8 | +| | | | | Active, S8 | +| | | | | Duos, S8+, SL | +| | | | | X, A50, A50s, | +| | | | | A51, Note, Note | +| | | | | FE, Note 3, | +| | | | | Note 3 Duos, | +| | | | | Note 3 Neo, | +| | | | | Note 3 TD, Note | +| | | | | 4, Note 4 Duos, | +| | | | | Note 4 S-LTE, | +| | | | |  Note II, Note | +| | | | | II LTE, Note | +| | | | | III, Note III | +| | | | | Neo, Note LTE, | +| | | | | Note5, Note5 | +| | | | | Duos, Note 7, | +| | | | | Note Edge, , | +| | | | | Note8, Note 8 | +| | | | | Duos Velvet 5G, | +| | | | | OnePlus Nord200 | +| | | | | 5G, Moto G 5G | +| | | | | Plus, OnePlus | +| | | | | Nord, OnePlus | +| | | | | Nord10 | +| | | | | 5G,Google | +| | | | | Pixel, XL, 2, 2 | +| | | | | XL, 3, 3 XL, | +| | | | | 3a, 3a XL., | +| | | | | XCover Pro, X | +| | | | | Cover Field | +| | | | | Pro, M52 5G | +| | | | | April 21, 2023 | +| | | | | Adding: A | +| | | | | 3rd trade in | +| | | | | tier for up to | +| | | | | $1,000 off | +| | | | | iPhone 14 Pro | +| | | | | and iPhone 14 | +| | | | | Pro Max with a | +| | | | | trade-in worth | +| | | | | $240+   The | +| | | | | $800 max bill | +| | | | | credit tier | +| | | | | moves to $700 | +| | | | | off the iPhone | +| | | | | 14, 14 Plus, 14 | +| | | | | Pro & 14 Pro | +| | | | | max with | +| | | | | $130-$239 TIV. | +| | | | | Last day | +| | | | | available for | +| | | | | $800 off w/ | +| | | | | $130+ TIV is | +| | | | | 4.20.23.  | +| | | | | Updating the | +| | | | | eligible trade- | +| | | | | in device list | +| | | | | to include the | +| | | | | S23 series as | +| | | | | trade-in | +| | | | | eligible. | +| | | | | February 27, | +| | | | | 2023 Ending: | +| | | | | The $1,000 max | +| | | | | bill credit | +| | | | | tier w/ $230+ | +| | | | | TIV off the i14 | +| | | | | Series.  The | +| | | | | i14 series will | +| | | | | remain eligible | +| | | | | for up to $800 | +| | | | | off w/ $130+ | +| | | | | Source: | +| | | | | Content: | +| | | | | Beginning | +| | | | | February 9, | +| | | | | 2022, for a | +| | | | | limited time | +| | | | | only, Business | +| | | | | customers get | +| | | | | great savings | +| | | | | on an eligible | +| | | | | new Android | +| | | | | smartphone when | +| | | | | they trade-in a | +| | | | | qualifying | +| | | | | device, Any | +| | | | | Year Any | +| | | | | Condition, | +| | | | | activate on an | +| | | | | eligible AT&T | +| | | | | wireless plan | +| | | | | and purchase on | +| | | | | a qualifying | +| | | | | installment | +| | | | | plan! ¶ Get | +| | | | | up to $800 in | +| | | | | Max Credits!¶ | +| | | | | ¶ ¶ New Lines | +| | | | | & UpgradesEligi | +| | | | | ble Android | +| | | | | device purchase | +| | | | | on AT&T | +| | | | | Installment | +| | | | | planAny Year | +| | | | | Any Condition, | +| | | | | Trade-In a | +| | | | | qualifying | +| | | | | smartphone | +| | | | | w/min. TiV of | +| | | | | $35.¶ | +| | | | | customers get | +| | | | | great savings | +| | | | | on an eligible | +| | | | | new Android | +| | | | | smartphone they | +| | | | | trade-in a | +| | | | | qualifying | +| | | | | device Any Year | +| | | | | Any Condition, | +| | | | | activate on an | +| | | | | eligible AT&T | +| | | | | wireless plan | +| | | | | and purchase on | +| | | | | a qualifying | +| | | | | installment | +| | | | | plan! ¶ | +| | | | | What's NewJune | +| | | | | 2, 2023¶ | +| | | | | Reinstating the | +| | | | | “Any Year, Any | +| | | | | Condition” | +| | | | | trade-in | +| | | | | eligibility | +| | | | | rules for | +| | | | | Samsung Note, S | +| | | | | and Z series | +| | | | | trade-in | +| | | | | devices only. | +| | | | | All other | +| | | | | trade-in | +| | | | | devices w/ a | +| | | | | $35+ TIV after | +| | | | | the condition | +| | | | | assessment will | +| | | | | qualify for the | +| | | | | promotion. The | +| | | | | max bill | +| | | | | credits will | +| | | | | move to $800 | +| | | | | off the S23 | +| | | | | series, Z Flip4 | +| | | | | & Z Fold4. The | +| | | | | last day for | +| | | | | $1,000 off w/ | +| | | | | $150+TIV, $700 | +| | | | | off w/ $70+ TIV | +| | | | | and $350 off w/ | +| | | | | $35+ TIV is | +| | | | | 6/1/23. The | +| | | | | trade-in | +| | | | | eligible list | +| | | | | has been | +| | | | | updated to | +| | | | | include all | +| | | | | Galaxy S and | +| | | | | Note models.¶ | +| | | | | (The list | +| | | | | should be | +| | | | | considered as | +| | | | | one resource | +| | | | | for support | +| | | | | teams and is | +| | | | | not an | +| | | | | exclusive list | +| | | | | of all devices | +| | | | | that may | +| | | | | satisfy the | +| | | | | $35+ TiV | +| | | | | requirement for | +| | | | | any offer). ¶ | +| | | | | ¶ May 12, | +| | | | | 2023¶ ¶ | +| | | | | Removing the | +| | | | | “Any Year Any | +| | | | | Condition” | +| | | | | trade-in | +| | | | | eligibility and | +| | | | | moving to a | +| | | | | 3-tier trade-in | +| | | | | construct | +| | | | | (based on the | +| | | | | value after | +| | | | | condition | +| | | | | questions have | +| | | | | been | +| | | | | answered).The | +| | | | | S23 series, the | +| | | | | Z Flip4 and Z | +| | | | | Fold4 will be | +| | | | | eligible for up | +| | | | | to $1,000 off | +| | | | | with a $150+ | +| | | | | TIV, $700 off | +| | | | | with a $70-$149 | +| | | | | TIV or $350 off | +| | | | | with a $35-$69 | +| | | | | TIV (max bill | +| | | | | credits will | +| | | | | not exceed the | +| | | | | MSRP of a | +| | | | | device). ¶ The | +| | | | | last day at up | +| | | | | to $1,000 off | +| | | | | the Z Flip4 and | +| | | | | $800 off the | +| | | | | S23, S23+, S23 | +| | | | | Ultra, and Z | +| | | | | Fold4 w/ AYAC | +| | | | | trade-in is | +| | | | | 5/11/23. ¶ | +| | | | | Removing the | +| | | | | Google Pixel 7 | +| | | | | Pro from the | +| | | | | offer. ¶ The | +| | | | | last day | +| | | | | eligible for | +| | | | | $800 off w/ | +| | | | | trade-in is | +| | | | | 5/11/23. ¶ | +| | | | | Updating the | +| | | | | Trade-in device | +| | | | | eligible list | +| | | | | (last day | +| | | | | eligible is | +| | | | | 5/11/23) see | +| | | | | updated grid in | +| | | | | section below.¶ | +| | | | | March 31, 2023¶ | +| | | | | ¶ Max bill | +| | | | | credits move to | +| | | | | $800 off on the | +| | | | | Google Pixel 7 | +| | | | | Pro. ¶ ¶ The | +| | | | | last day | +| | | | | eligible at | +| | | | | $1,000 off w/ a | +| | | | | qualifying | +| | | | | trade-in is | +| | | | | 3/30/23. No | +| | | | | impact to AYAC | +| | | | | trade-in | +| | | | | eligibility. | +| | | | | The Samsung | +| | | | | Galaxy Z Flip4 | +| | | | | will remain at | +| | | | | $1,000 off. ¶ | +| | | | | ¶ March 3, | +| | | | | 2023¶ ¶ Max | +| | | | | bill credits | +| | | | | move to $800 | +| | | | | off on the | +| | | | | Samsung Galaxy | +| | | | | S23 series, | +| | | | | Fold4.¶ ¶ The | +| | | | | last day | +| | | | | eligible at | +| | | | | $1,000 off w/ a | +| | | | | qualifying | +| | | | | trade-in is | +| | | | | 3/2/23. ¶ The | +| | | | | Fold4 and Pixel | +| | | | | 7Pro remain at | +| | | | | $1000 off.¶ | +| | | | | February 1, | +| | | | | 2023¶ ¶ | +| | | | | Reinstating the | +| | | | | “Any Year, Any | +| | | | | Condition” | +| | | | | trade-in | +| | | | | eligibility | +| | | | | rules for | +| | | | | Samsung Note, S | +| | | | | and Z series | +| | | | | trade-in | +| | | | | devices. ¶ ¶ | +| | | | | All other | +| | | | | devices that | +| | | | | are valued at | +| | | | | $35 before | +| | | | | condition | +| | | | | questions are | +| | | | | answered will | +| | | | | qualify | +| | | | | customers for | +| | | | | up to $1,000 in | +| | | | | bill credits on | +| | | | | eligible | +| | | | | devices. ¶ | +| | | | | Adding the new | +| | | | | Samsung Galaxy | +| | | | | S23, S23+ and | +| | | | | S23 Ultra into | +| | | | | the offer at up | +| | | | | to $1000 in | +| | | | | bill credits | +| | | | | with an | +| | | | | eligible trade- | +| | | | | in. Increasing | +| | | | | the max bill | +| | | | | credits on the | +| | | | | Samsung Galaxy | +| | | | | Z Flip4 and Z | +| | | | | Fold4 and the | +| | | | | Google Pixel 7 | +| | | | | Pro to up to | +| | | | | $1,000 in bill | +| | | | | credits with an | +| | | | | eligible trade- | +| | | | | in. The last | +| | | | | day at $800 off | +| | | | | w/ 35 TIV is | +| | | | | 1/31/23. | +| | | | | Removing the | +| | | | | Samsung Galaxy | +| | | | | S22, S22+ and | +| | | | | S22 Ultra from | +| | | | | the offer. The | +| | | | | last day | +| | | | | eligible is | +| | | | | 1/31/23. ¶ | +| | | | | January 27, | +| | | | | 2023¶ ¶ The | +| | | | | trade-in | +| | | | | eligible list | +| | | | | has been | +| | | | | updated to | +| | | | | include all | +| | | | | Note1/S1, Pixel | +| | | | | 1 models and | +| | | | | above (the list | +| | | | | should be | +| | | | | considered as | +| | | | | one resource | +| | | | | for support | +| | | | | teams and is | +| | | | | Source: | +| | | | | Content: | +| | | | |   | +| | | | | Devices w/ min. | +| | | | | Trade-In of | +| | | | | $240 + | +| | | | | $240 min. | +| | | | | Trade-in Value | +| | | | | = Get up to | +| | | | | $1,000 off | +| | | | | iPhone 14 Pro | +| | | | | and 14 Pro Max | +| | | | | with qualifying | +| | | | | trade-in: | +| | | | | Trade an i12P/Z | +| | | | | Fold4 or | +| | | | | better. | +| | | | | Apple | +| | | | | iPhone: 12 Pro, | +| | | | | 12 Pro Max, 13, | +| | | | | 13 mini, 13 | +| | | | | Pro, 13 Pro | +| | | | | Max, 14, 14 | +| | | | | Plus, 14 Pro, | +| | | | | 14 Pro Max | +| | | | | Samsung | +| | | | | Galaxy: Z | +| | | | | Fold4, S23, | +| | | | | S23+, S23 | +| | | | | Ultra  | +| | | | | Google: 7 Pro | +| | | | | LG:  | +| | | | | OTHER: | +| | | | | Devices w/ min. | +| | | | | Trade-In of | +| | | | | $130 + | +| | | | |  $130 - $229 | +| | | | | Trade-in-Value | +| | | | | = Get up to | +| | | | | $700 Off iPhone | +| | | | | 14 Series with | +| | | | | qualifying | +| | | | | Trade-in: | +| | | | | Trade an iPhone | +| | | | | XS Max incl. | +| | | | | i12 mini or | +| | | | | Samsung Note10+ | +| | | | | 5G or better. | +| | | | | Apple | +| | | | | iPhone: XS Max, | +| | | | | 11, 11 Pro, | +| | | | | iPhone 12mini, | +| | | | | 11 Pro Max, 12 | +| | | | | Samsung | +| | | | | Galaxy: S20, | +| | | | | S20 5G, S20 FE, | +| | | | | S20 FE 5G, | +| | | | | S20+, S20+ 5G, | +| | | | | S20 Ultra 5G, | +| | | | | Note20, Note20 | +| | | | | 5G, Note20 | +| | | | | Ultra, Note20 | +| | | | | Ultra 5G, S21 | +| | | | | 5G, S21+ 5G, | +| | | | | S21 FE 5G, | +| | | | | Fold, Fold 5G, | +| | | | | Z Flip3 5G, S21 | +| | | | | Ultra 5G, S22 | +| | | | | 5G, S22+ 5G, | +| | | | | S22 Ultra 5G, | +| | | | | ZFold2 5G, Z | +| | | | | Fold3 5G | +| | | | | Google: Pixel | +| | | | | 5, 5a, 6, 6a, 6 | +| | | | | Pro, 7 | +| | | | | LG:  | +| | | | | OTHER: OnePlus | +| | | | | 9 5G, OnePlus 9 | +| | | | | Pro 5G, OnePlus | +| | | | | 10 Pro | +| | | | |  Back to top | +| | | | | Devices w/ | +| | | | | Trade-In value | +| | | | | of $35 - $129 | +| | | | | $35 - $129 | +| | | | | Trade-in-Value | +| | | | | = Get up to | +| | | | | $350 Off iPhone | +| | | | | 14 series with | +| | | | | qualifying | +| | | | | Trade-in: | +| | | | | Trade an iPhone | +| | | | | 8 or Samsung | +| | | | | GS9 or better. | +| | | | | Apple | +| | | | | iPhone: 8, 8+, | +| | | | | iPhone SE (2nd | +| | | | | Gen), iPhone SE | +| | | | | (3rd Gen) X, | +| | | | | XR, XS  | +| | | | | Samsung | +| | | | | Galaxy: A23, | +| | | | | A23 5G, A32, | +| | | | | A32 5G, A42 5G, | +| | | | | A51 5G, A52, | +| | | | | A52s, A52 5G, | +| | | | | A53, A70, A71, | +| | | | | A71 5G, A72, S, | +| | | | | S 4G, S | +| | | | | Aviator, S | +| | | | | Captivate, S | +| | | | | Blaze 4G, S | +| | | | | Lightray 4G, S | +| | | | | Plus, S Relay, | +| | | | | S Showcase, S | +| | | | | Vibrant, S | +| | | | | Duos, S Glide, | +| | | | | SL X, S II, S | +| | | | | II 4G, S II | +| | | | | Epic 4G Touch, | +| | | | | S II HD, S II | +| | | | | HD LTE, S II | +| | | | | LTE, S II | +| | | | | Skyrocket, S II | +| | | | | WiMAX, S II X, | +| | | | | S Duos 2, S2 | +| | | | | Plus, S III, S | +| | | | | III 4G LTE, S | +| | | | | III LTE, S III | +| | | | | Mini, S III VE, | +| | | | | S3, S3 mini VE, | +| | | | | S3 Neo, S3 | +| | | | | Progre, S3 | +| | | | | Slim, S4, S4 | +| | | | | Active, S4 | +| | | | | Duos, S4 Mini, | +| | | | | S4 Mini Duos, | +| | | | | S4 Triband, S4 | +| | | | | Value Edition, | +| | | | | S4, S4 zoom, | +| | | | | S5, S5 Active, | +| | | | | S5 Duos, S5 | +| | | | | mini, S5 Neo, | +| | | | | S5 Prime, S5 | +| | | | | Sport, S6, S6 | +| | | | | Active, S6 | +| | | | | Edge, S6 Edge + | +| | | | | Duos, S6 Edge | +| | | | | TD, S6 Edge+, | +| | | | | S7, S7 Active, | +| | | | | S7 Edge, S8, S8 | +| | | | | Active, S8 | +| | | | | Duos, S8+, S9, | +| | | | | S9+, S9+ Duos, | +| | | | | S10, S10+, S10 | +| | | | | 5G, S10e, S10 | +| | | | | Lite, Note, | +| | | | | Note FE, Note | +| | | | | II, Note II | +| | | | | LTE, Note 3, | +| | | | | Note 3 Duos, | +| | | | | Note 3 Neo, | +| | | | | Note 3 TD, Note | +| | | | | 4, Note 4 Duos, | +| | | | | Note 4 S-LTE, | +| | | | | Note III, Note | +| | | | | III Neo, | +| | | | | Source: | +| | | | | Content: Note | +| | | | | LTE, Note5, | +| | | | | Note5 Duos, | +| | | | | Note 7, Note | +| | | | | Edge, Note8, | +| | | | | Note 8 Duos, | +| | | | | Note9, Note10, | +| | | | | Note10 5G, | +| | | | | Note10 Lite, | +| | | | | Note10+, | +| | | | | Note10+ 5G, Z | +| | | | | Flip, Z Flip 5G | +| | | | | Google: | +| | | | | Pixel 4, 4 XL, | +| | | | | 4a, 4a 5G, 5, | +| | | | | 5a, 6, 6a  | +| | | | | LG: Stylo6, V50 | +| | | | | ThinQ™, V60 | +| | | | | ThinQ™, WING™ | +| | | | | 5G  | +| | | | | OTHER: OnePlus | +| | | | | 7, OnePlus 7 | +| | | | | Pro, OnePlus 7 | +| | | | | Pro 5G, OnePlus | +| | | | | 7T, OnePlus 7T | +| | | | | Pro, OnePlus 7T | +| | | | | Pro 5G, OnePlus | +| | | | | 8 5G, OnePlus 8 | +| | | | | Pro, OnePlus | +| | | | | 8T, OnePlus | +| | | | | 8T+, One Plus | +| | | | | 8, OnePlus 9 | +| | | | | 5G, Moto G | +| | | | | Stylus, Moto G | +| | | | | Stylus 5G, Moto | +| | | | | razr 5G, Moto | +| | | | | Edge, Moto | +| | | | | Edge+, ZTE Red | +| | | | | Magic 3, Asus | +| | | | | Rog Phone3, | +| | | | | Redmi Note 10 | +| | | | | Pro, Moto edge+ | +| | | | | 5G UW, | +| | | | | Microsoft | +| | | | | Surface Duo | +| | | | | Known Issues | +| | | | | On | +| | | | | 9/2/22 Select | +| | | | | devices had | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $35 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade-in.Trade- | +| | | | | in devices | +| | | | | impacted: | +| | | | | iPhone 7 and 7P | +| | | | | lus. Customers | +| | | | | who purchased | +| | | | | an eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 9/2/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above, | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $350 Off | +| | | | | iPhone 13 | +| | | | | series with | +| | | | | Trade-in and | +| | | | | purchased | +| | | | | on/before | +| | | | | September 1st | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end.  | +| | | | | Customers who | +| | | | | purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 9/2/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the devices | +| | | | | impacted, will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 8/5/22 Select | +| | | | | device trade-in | +| | | | | values (TIV) | +| | | | | changed from | +| | | | | $35 to $5 | +| | | | | and will be | +| | | | | ineligible as | +| | | | | qualifying | +| | | | | trade- | +| | | | | ins.Trade-in | +| | | | | devices | +| | | | | impacted: | +| | | | | Nord100, Asus | +| | | | | Rog Phone2, | +| | | | | OnePlus 6T, | +| | | | | Razer 2, Google | +| | | | | Pixel 3, 3a, | +| | | | | 3XL, 3a XL, LG | +| | | | | K92, Moto One | +| | | | | Ace | +| | | | | 5G.Customers | +| | | | | who purchased | +| | | | | an eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 8/5/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above | +| | | | | will get the | +| | | | | offer credits, | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | August | +| | | | | 4th (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. | +| | | | | Customers who | +| | | | | purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 8/5/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the impacted | +| | | | | devices will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 4/22/22 the | +| | | | | Samsung A13 5G | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $100 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade- | +| | | | | in. Customers | +| | | | | who purchased | +| | | | | an eligible | +| | | | | smartphone | +| | | | | before 4/22/22 | +| | | | | and trade-in a | +| | | | | Samsung A13 5G | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.  | +| | | | | Process the | +| | | | | trade-in and | +| | | | | issue the $5 | +| | | | | TIV to the | +| | | | | customer. A | +| | | | | radio button | +| | | | | for the offer | +| | | | | will not | +| | | | | display due to | +| | | | | the TIV being | +| | | | | below the requi | +| | | | | rements. The | +| | | | | offer credits | +| | | | | will be issued | +| | | | | manually on the | +| | | | | back end. | +| | | | | Customers who | +| | | | | purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after | +| | | | | 4/22/22 and | +| | | | | trade-in a | +| | | | | Samsung A13 5G | +| | | | | will only | +| | | | | receive $5 TIV | +| | | | | and will not be | +| | | | | eligible for | +| | | | | the offer. | +| | | | | On 9/23 the | +| | | | | Note8, Note9 | +| | | | | Trade-in value | +| | | | | was increased | +| | | | | from $85 to $95 | +| | | | | TIV, making it | +| | | | | eligible for | +| | | | | $800/$700 off | +| | | | | when traded-in | +| | | | | with a | +| | | | | qualifying | +| | | | | device purchase | +| | | | | .Customers who | +| | | | | purchased | +| | | | | eligible device | +| | | | | between | +| | | | | 9/17/21-9/23/21 | +| | | | | and elect to | +| | | | | trade-in a | +| | | | | Note8 or Note9 | +| | | | | will have the | +| | | | | $800 Off w/ $95 | +| | | | | Trade-In offer | +| | | | | honored on | +| | | | | eligible iPhone | +| | | | | 13 device | +| | | | | purchases, and | +| | | | | $700 Off w/ $95 | +| | | | | Trade-in on | +| | | | | eligible | +| | | | | Samsung and | +| | | | | Microsoft Duo | +| | | | | purchases | +| | | | | (available to | +| | | | | all channels). | +| | | | | This applies to | +| | | | | all Trade-Ins, | +| | | | | Take Home Trade | +| | | | | Later, Mail in | +| | | | | Trade-Ins and | +| | | | | Trade-ins | +| | | | | processed via | +| | | | | att.com/trade- | +| | | | | iniPhone 8 | +| | | | | Incorrect Trade | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 16 | [] | What happens | If the | Content: -mail | +| | | if a | customer | which contains | +| | | customer | opts in for | link to prepaid | +| | | opts in for | a trade-in | shipping label. | +| | | a trade-in | promotion, | ¶ Users also | +| | | promotion? | they will | have the | +| | | | receive an | ability to | +| | | | email | educate | +| | | | regarding | customers of | +| | | | the | the potential | +| | | | promotion | trade-in value | +| | | | once the | of their device | +| | | | eligible | by entering the | +| | | | device | make and model | +| | | | ships. The | of their | +| | | | email will | current | +| | | | contain a | device.¶ This | +| | | | link to a | step is not | +| | | | prepaid | required to | +| | | | shipping | proceed but | +| | | | label. Once | will help to | +| | | | the devices | level set | +| | | | are | promotional | +| | | | returned, | eligibility.¶ | +| | | | they are | The trade-in | +| | | | processed to | promo opt-in is | +| | | | determine | at the order | +| | | | promotion | level.¶ ¶ The | +| | | | eligibility. | line level | +| | | | If the | promo is | +| | | | processed | displayed on | +| | | | device meets | the ‘Review | +| | | | the minimum | Order’ page. | +| | | | Trade-In | Customer can | +| | | | device | have different | +| | | | value, the | trade-in | +| | | | customer can | promotions in | +| | | | expect their | the same order | +| | | | installment | based on each | +| | | | credits to | line’s | +| | | | be applied | qualifying | +| | | | and appear | purchases. | +| | | | within 3 | Seller must | +| | | | billing | enter the | +| | | | cycles. | customer email | +| | | | However, if | address | +| | | | the customer | Customers will | +| | | | is NOT opt’ | be sent an | +| | | | d into the | email regarding | +| | | | promotion | the promotion | +| | | | they will | once the | +| | | | NOT receive | eligible device | +| | | | the Trade-In | ships.¶ Again, | +| | | | promotion | If the customer | +| | | | e-mail which | is NOT opt’ d | +| | | | contains | into the | +| | | | link to | promotion they | +| | | | prepaid | will NOT | +| | | | shipping | receive the | +| | | | label. | Trade-In | +| | | | (Source: | promotion | +| | | | context) | e-mail which | +| | | | | contains link | +| | | | | to prepaid | +| | | | | shipping label. | +| | | | | ¶ Do NOT use | +| | | | | the Trade-In | +| | | | | tool for any | +| | | | | customer taking | +| | | | | advantage of | +| | | | | promotional | +| | | | | Trade-In Offer. | +| | | | | Once the device | +| | | | | ships the | +| | | | | customer will | +| | | | | receive the | +| | | | | following email | +| | | | | that will | +| | | | | provide the | +| | | | | customer a link | +| | | | | to print their | +| | | | | own prepaid | +| | | | | self-service | +| | | | | shipping label. | +| | | | | Example can be | +| | | | | found below.¶ | +| | | | | ¶ This email | +| | | | | can take | +| | | | | approx. 3 | +| | | | | business days | +| | | | | from the time | +| | | | | that the device | +| | | | | ships. The | +| | | | | email also | +| | | | | allows the | +| | | | | customer to | +| | | | | review the T&Cs | +| | | | | of the trade-in | +| | | | | promo by | +| | | | | clicking ‘offer | +| | | | | details’. | +| | | | | Customers can | +| | | | | also contact | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | in customer | +| | | | | service to | +| | | | | request | +| | | | | physical | +| | | | | shipping | +| | | | | material. Once | +| | | | | the devices are | +| | | | | returned, they | +| | | | | are processed | +| | | | | to determine | +| | | | | promotion | +| | | | | eligibility.¶ | +| | | | | If the | +| | | | | processed | +| | | | | device does NOT | +| | | | | meet the | +| | | | | minimum Trade- | +| | | | | In device | +| | | | | value, the | +| | | | | customer will | +| | | | | not receive | +| | | | | promotional | +| | | | | installment | +| | | | | credits. ¶ If | +| | | | | all eligibility | +| | | | | criteria is met | +| | | | | the customer | +| | | | | can expect | +| | | | | their | +| | | | | installment | +| | | | | credits to be | +| | | | | applied and | +| | | | | appear within 3 | +| | | | | billing cycles. | +| | | | | ¶ ¶ Note: | +| | | | | Customer should | +| | | | | not at any time | +| | | | | use the BRE | +| | | | | label included | +| | | | | in the new | +| | | | | device box to | +| | | | | ship their | +| | | | | Trade-In | +| | | | | devices back. ¶ | +| | | | | ¶ If the BRE | +| | | | | label is | +| | | | | utilized the | +| | | | | customer will | +| | | | | NOT receive the | +| | | | | promotional | +| | | | | installment | +| | | | | credits.¶ What | +| | | | | the Customer | +| | | | | Can Expect¶ ¶ | +| | | | | Process begins | +| | | | | when the | +| | | | | Customer’s | +| | | | | order ships. | +| | | | | Not when it is | +| | | | | ordered. If a | +| | | | | customer has no | +| | | | | other | +| | | | | promotions | +| | | | | beyond the | +| | | | | Trade-in, they | +| | | | | will receive a | +| | | | | welcome email | +| | | | | from donotreply | +| | | | | @ATT.TradeIn- | +| | | | | Program.com in | +| | | | | 1-2 days.¶ | +| | | | | This email is | +| | | | | generated by an | +| | | | | automated | +| | | | | process and | +| | | | | includes a link | +| | | | | that allows the | +| | | | | customer to | +| | | | | print their own | +| | | | | return label ¶ | +| | | | | However¶ ¶ If | +| | | | | the customer | +| | | | | has multiple | +| | | | | promotions | +| | | | | stacked on the | +| | | | | order a manual | +| | | | | process is used | +| | | | | to generate the | +| | | | | welcome email | +| | | | | from, donotrepl | +| | | | | y@ATT.TradeIn- | +| | | | | Program.com and | +| | | | | it can take | +| | | | | 7-10 days for | +| | | | | the welcome | +| | | | | email to | +| | | | | arrive.¶ ¶ | +| | | | | Due to lack of | +| | | | | automation the | +| | | | | customer will | +| | | | | also be getting | +| | | | | a return label | +| | | | | shipped to them | +| | | | | - the process | +| | | | | can take an | +| | | | | additional 7-10 | +| | | | | days depending | +| | | | | on the speed of | +| | | | | the postal | +| | | | | service¶ | +| | | | | Customers need | +| | | | | to save the | +| | | | | tracking | +| | | | | numbers on | +| | | | | their return | +| | | | | labels, AT&T | +| | | | | has no way to | +| | | | | retrieve them | +| | | | | for the | +| | | | | customer.¶ ¶ | +| | | | | Once customer | +| | | | | have their | +| | | | | shipping | +| | | | | material | +| | | | | (either printed | +| | | | | out or sent to | +| | | | | them by mail) | +| | | | | they may return | +| | | | | their devices – | +| | | | | The customer | +| | | | | controls the | +| | | | | timeline on | +| | | | | this. Trade-in | +| | | | | travels to | +| | | | | AT&T’s trade-in | +| | | | | warehouse - Up | +| | | | | to a week | +| | | | | depending on | +| | | | | the postal | +| | | | | service When | +| | | | | the Package | +| | | | | arrives at the | +| | | | | AT&T Trade in | +| | | | | Center it is | +| | | | | scanned in.¶ | +| | | | | That scan | +| | | | | generates a | +| | | | | second email to | +| | | | | the customer | +| | | | | letting the | +| | | | | customer know | +| | | | | the device has | +| | | | | arrived at AT&T | +| | | | | and is being | +| | | | | assessed ¶ | +| | | | | Assessment | +| | | | | takes 7-10 | +| | | | | days. Once a | +| | | | | week a report | +| | | | | is sent to AT&T | +| | | | | for processing | +| | | | | – Every 7 days | +| | | | | AT&T Manually | +| | | | | formats the | +| | | | | report and | +| | | | | scrubs for | +| | | | | errors. – 7 | +| | | | | Days AT&T runs | +| | | | | scripting that | +| | | | | confirms or | +| | | | | denies | +| | | | | eligibility – 1 | +| | | | | day Credits | +| | | | | begin in 1 -2 | +| | | | | Bill cycles. | +| | | | | Most Accounts | +| | | | | will see | +| | | | | credits begin | +| | | | | within 3 | +| | | | | billing cycles | +| | | | | Wrong Label | +| | | | | (BRE) Used to | +| | | | | Return Trade-In | +| | | | | Device Check in | +| | | | | AIR/Order Track | +| | | | | to confirm if | +| | | | | device was | +| | | | | received to the | +| | | | | warehouse.¶ ¶ | +| | | | | In AIR, enter | +| | | | | the RMA number | +| | | | | listed as an | +| | | | | invoice | +| | | | | number.¶ ¶ | +| | | | | You can look up | +| | | | | the RMA number | +| | | | | that generated | +| | | | | during the | +| | | | | original order | +| | | | | in Order | +| | | | | Track.If the | +| | | | | RMA number | +| | | | | displays a | +| | | | | device in AIR, | +| | | | | the customer | +| | | | | has used the | +| | | | | BRE label | +| | | | | instead of the | +| | | | | return label.¶ | +| | | | | If device was | +| | | | | received by the | +| | | | | incorrect | +| | | | | warehouse, | +| | | | | create an | +| | | | | Clarify Urgent | +| | | | | Case to engage | +| | | | | the ICU team. | +| | | | | Include:¶ | +| | | | | CTN(s) needing | +| | | | | creditsName of | +| | | | | the | +| | | | | promotionM&P | +| | | | | IDCredit amount | +| | | | | anticipatedOrde | +| | | | | r numberAny | +| | | | | other relevant | +| | | | | information¶ | +| | | | | Source: | +| | | | | Content: 7 | +| | | | | Plus. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 9/2/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above, | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | September 1st | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 9/2/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the devices | +| | | | | impacted, will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 8/5/22 Select | +| | | | | device trade-in | +| | | | | values (TIV) | +| | | | | changed from | +| | | | | $35 to $5 and | +| | | | | will be | +| | | | | ineligible as | +| | | | | qualifying | +| | | | | trade-ins. | +| | | | | Trade-in | +| | | | | devices | +| | | | | impacted: | +| | | | | Nord100, Asus | +| | | | | Rog Phone2, | +| | | | | OnePlus 6T, | +| | | | | Razer 2, Google | +| | | | | Pixel 3, 3a, | +| | | | | 3XL, 3a XL, LG | +| | | | | K92, Moto One | +| | | | | Ace 5G. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 8/5/22 and | +| | | | | return to | +| | | | | trade-in one | +| | | | | of the devices | +| | | | | listed above | +| | | | | will get the | +| | | | | offer credits, | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | August 4th | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 8/5/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the impacted | +| | | | | devices will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 4/22/22 the | +| | | | | Samsung A13 5G | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $100 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade-in. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | before 4/22/22 | +| | | | | and trade-in a | +| | | | | Samsung A13 5G | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. ¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | issue the $5 | +| | | | | TIV to the | +| | | | | customer. A | +| | | | | radio button | +| | | | | for the offer | +| | | | | will not | +| | | | | display due to | +| | | | | the TIV being | +| | | | | below the | +| | | | | requirements. | +| | | | | The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after | +| | | | | 4/22/22 and | +| | | | | trade-in a | +| | | | | Samsung A13 5G | +| | | | | will only | +| | | | | receive $5 TIV | +| | | | | and will not be | +| | | | | eligible for | +| | | | | the offer. | +| | | | | Credit Details | +| | | | | ¶ Must be a | +| | | | | new line, or | +| | | | | upgrade. | +| | | | | Customer has 30 | +| | | | | days from | +| | | | | activation date | +| | | | | to perform | +| | | | | their trade | +| | | | | in.Customers | +| | | | | with Free | +| | | | | Shipping may | +| | | | | have a delay in | +| | | | | receiving their | +| | | | | smartphones due | +| | | | | to inventory | +| | | | | constraints. | +| | | | | Please note 30 | +| | | | | days from | +| | | | | activation date | +| | | | | could be | +| | | | | different from | +| | | | | purchase date | +| | | | | (due to above s | +| | | | | cenario).Custom | +| | | | | er may qualify | +| | | | | for multiple | +| | | | | monthly bill | +| | | | | credits | +| | | | | smartphone | +| | | | | offers for each | +| | | | | qualifying new | +| | | | | purchase | +| | | | | w/qualifying | +| | | | | trade-in; limit | +| | | | | on number of | +| | | | | lines eligible | +| | | | | will depends on | +| | | | | customer’s | +| | | | | credit | +| | | | | eligibility | +| | | | | (BAU).Eligible | +| | | | | smartphones | +| | | | | must be | +| | | | | purchased on | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan. ¶ | +| | | | | Includes 0% | +| | | | | down or down | +| | | | | payment. ¶ | +| | | | | Down payment | +| | | | | does not | +| | | | | impact/change | +| | | | | monthly credit | +| | | | | amount outlined | +| | | | | by offer. ¶ If | +| | | | | buying on the | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up, customer is | +| | | | | responsible and | +| | | | | will not | +| | | | | receive any | +| | | | | credits for an | +| | | | | additional | +| | | | | $6/mo. for the | +| | | | | Next Up upgrade | +| | | | | feature.¶ | +| | | | | Note: Customers | +| | | | | enrolled on an | +| | | | | active AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up at $5/mo. | +| | | | | are not | +| | | | | impacted by the | +| | | | | rate increase | +| | | | | effective | +| | | | | 7.14.22.Future | +| | | | | device | +| | | | | purchases on an | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up will be | +| | | | | impacted and | +| | | | | will reflect | +| | | | | the new Next Up | +| | | | | feature charge | +| | | | | of $6/mo. ¶ ¶ | +| | | | | If line is | +| | | | | disconnected | +| | | | | early, customer | +| | | | | responsible for | +| | | | | remaining | +| | | | | amount owed on | +| | | | | the installment | +| | | | | agreement.Line | +| | | | | must remain | +| | | | | active & in | +| | | | | good standing | +| | | | | throughout the | +| | | | | entirety of the | +| | | | | offer for all | +| | | | | credits to be | +| | | | | applied.CLN/CPO | +| | | | | excluded.Taxes | +| | | | | on full retail | +| | | | | price are due | +| | | | | at point of | +| | | | | sale.If the | +| | | | | discounted | +| | | | | phone is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill | +| | | | | credit.Free | +| | | | | Shipping, | +| | | | | backorders, and | +| | | | | port delays are | +| | | | | eligible if the | +| | | | | number(s) is | +| | | | | reserved while | +| | | | | the offer is in | +| | | | | effect.Winbacks | +| | | | | are treated as | +| | | | | an existing | +| | | | | customer. (a | +| | | | | Winback | +| | | | | requires a | +| | | | | customer to | +| | | | | port their | +| | | | | number back to | +| | | | | AT&T within 59 | +| | | | | days of leaving | +| | | | | AT&T.)A | +| | | | | conversion from | +| | | | | Prepaid/Cricket | +| | | | | is treated like | +| | | | | an existing | +| | | | | wireless | +| | | | | customer and | +| | | | | not a new | +| | | | | wireless gross | +| | | | | add.¶ How the | +| | | | | Credit Works ¶ | +| | | | | Customers will | +| | | | | receive the | +| | | | | bill credit of | +| | | | | offer if:¶ | +| | | | | Activating new | +| | | | | line or upgrade | +| | | | | existing line | +| | | | | and purchasing | +| | | | | an eligible | +| | | | | smartphone on | +| | | | | AT&T | +| | | | | installment | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Know | What | +| | | | | the Customer | +| | | | | Needs to Know | | +| | | | | FAQ This | +| | | | | article | +| | | | | provides detail | +| | | | | on using the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program and | +| | | | | tool to provide | +| | | | | value back to | +| | | | | CRU Business | +| | | | | customers for | +| | | | | their Mobile | +| | | | | devices.Looking | +| | | | | for Trade-In | +| | | | | promo support? | +| | | | | See Premium | +| | | | | Device Trade-In | +| | | | | Offer - BCSS | +| | | | | and Tiered Gets | +| | | | | Better with | +| | | | | Trade-In - | +| | | | | BCSS. The AT&T | +| | | | | Business Trade- | +| | | | | In program | +| | | | | enables CRU | +| | | | | Business | +| | | | | customers in | +| | | | | all segments to | +| | | | | earn credits on | +| | | | | their AT&T | +| | | | | wireless BAN | +| | | | | for mobile | +| | | | | devices | +| | | | | returned to | +| | | | | AT&T. When | +| | | | | customers are | +| | | | | upgrading | +| | | | | lines, porting | +| | | | | in lines, or | +| | | | | have devices | +| | | | | they're no | +| | | | | longer using, | +| | | | | use the tool to | +| | | | | configure a | +| | | | | quote for | +| | | | | device trade- | +| | | | | ins to help | +| | | | | them offset the | +| | | | | costs of any | +| | | | | new AT&T | +| | | | | equipment or | +| | | | | service | +| | | | | purchases. No | +| | | | | purchase is | +| | | | | necessary to | +| | | | | take advantage | +| | | | | of the tool. | +| | | | | Win more | +| | | | | business faster | +| | | | | by offering | +| | | | | trade-ins to | +| | | | | your customers: | +| | | | | The value from | +| | | | | the devices can | +| | | | | be used to | +| | | | | invest in new | +| | | | | solutions, | +| | | | | including | +| | | | | devices, Mobile | +| | | | | Protection Pack | +| | | | | for Business, | +| | | | | AMAs, security, | +| | | | | and so on. | +| | | | | Heads Up: The | +| | | | | customer must | +| | | | | be the sole and | +| | | | | rightful owner | +| | | | | of the device | +| | | | | they're trading | +| | | | | in. If they're | +| | | | | trading a | +| | | | | device on AT&T | +| | | | | Next, Equipment | +| | | | | Installment | +| | | | | Plan (EIP), or | +| | | | | a device that | +| | | | | was under a | +| | | | | 2-year | +| | | | | contract, the | +| | | | | balance must be | +| | | | | paid in full | +| | | | | before it can | +| | | | | be traded for | +| | | | | value on their | +| | | | | account. AT&T | +| | | | | Business Trade- | +| | | | | In Tool | +| | | | | Instructions | +| | | | | To learn how to | +| | | | | configure a | +| | | | | quote for your | +| | | | | customer, watch | +| | | | | the Trade-In | +| | | | | Tool Video | +| | | | | Demo. Once you | +| | | | | configure and | +| | | | | submit the | +| | | | | quote, the | +| | | | | customer | +| | | | | receives an | +| | | | | email detailing | +| | | | | how to access | +| | | | | the quote to | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions | +| | | | | (T&C), request | +| | | | | prepaid | +| | | | | materials and | +| | | | | labels to | +| | | | | return devices, | +| | | | | and to manage | +| | | | | their quotes | +| | | | | and reports. | +| | | | | When in context | +| | | | | in OPUS working | +| | | | | with a | +| | | | | customer, you | +| | | | | can access the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | through links | +| | | | | we've added to | +| | | | | OPUS and | +| | | | | Clarify. | +| | | | | Additionally, | +| | | | | when you click | +| | | | | the link, it | +| | | | | automatically | +| | | | | logs into the | +| | | | | tool; no need | +| | | | | to manage | +| | | | | separate login | +| | | | | credentials. | +| | | | | From OPUS, you | +| | | | | have 3 ways to | +| | | | | access the | +| | | | | trade-in tool: | +| | | | | OPUS Quick | +| | | | | Links Menu: | +| | | | | OPUS Quick | +| | | | | Links - | +| | | | | Screenshot | +| | | | | Accessibility | +| | | | | to this view | +| | | | | depends upon | +| | | | | user profile. | +| | | | | Not available | +| | | | | in all channels | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In Tool link | +| | | | | does not show | +| | | | | in OPUS Quick | +| | | | | Links until a | +| | | | | customer | +| | | | | account is | +| | | | | pulled up and | +| | | | | verified in | +| | | | | OPUS. | +| | | | | Customer | +| | | | | Summary Page: | +| | | | | If Then | +| | | | | Business Care | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Business Sales | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Order | +| | | | | Confirmation | +| | | | | Page: Order | +| | | | | Confirmation | +| | | | | Page - | +| | | | | Screenshot | +| | | | | From Clarify, | +| | | | | you have 2 ways | +| | | | | to access the | +| | | | | trade-in tool: | +| | | | | Quick Actions: | +| | | | | Quick Actions - | +| | | | | Screenshot | +| | | | | Needs - Tools & | +| | | | | Assistance: | +| | | | | Needs - Tools & | +| | | | | Assistance - | +| | | | | Screenshot | +| | | | | Select Create a | +| | | | | Quote. FAN and | +| | | | | BAN: The tool | +| | | | | uses the FAN | +| | | | | attached to the | +| | | | | account you | +| | | | | accessed in | +| | | | | OPUS and | +| | | | | displays all | +| | | | | the BANs | +| | | | | associated with | +| | | | | it. FAN and | +| | | | | BANs - | +| | | | | Screenshot | +| | | | | Select the BAN | +| | | | | the customer | +| | | | | would like the | +| | | | | trade-in credit | +| | | | | applied to. | +| | | | | Search for the | +| | | | | device type | +| | | | | they're seeking | +| | | | | to trade in. | +| | | | | Tool Tip: | +| | | | | Searching for a | +| | | | | specific device | +| | | | | returns fewer | +| | | | | options. For | +| | | | | example, | +| | | | | searching | +| | | | | iPhone would | +| | | | | return every | +| | | | | style of | +| | | | | iPhone; | +| | | | | searching | +| | | | | iPhone 6 | +| | | | | narrows the | +| | | | | results to the | +| | | | | available | +| | | | | iPhone 6 | +| | | | | models. Search | +| | | | | - Screenshot | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | displays search | +| | | | | results. The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program accepts | +| | | | | devices | +| | | | | previously on | +| | | | | other carrier | +| | | | | networks. | +| | | | | Multiple | +| | | | | carriers | +| | | | | display; select | +| | | | | the correct | +| | | | | carrier and | +| | | | | device | +| | | | | capacity. In | +| | | | | the Quantity | +| | | | | field, enter | +| | | | | the number of | +| | | | | devices and | +| | | | | click Add | +| | | | | Device. The | +| | | | | quantity of 1 | +| | | | | is the default. | +| | | | | The device you | +| | | | | selected | +| | | | | appears in the | +| | | | | Selected | +| | | | | devices cart. | +| | | | | Selected | +| | | | | Devices - | +| | | | | Screenshot | +| | | | | When all | +| | | | | devices are | +| | | | | added, select | +| | | | | Review Quote. | +| | | | | Review Quote - | +| | | | | Screenshot A | +| | | | | summary page | +| | | | | displays. | +| | | | | Review for | +| | | | | accuracy. Make | +| | | | | adjustments to | +| | | | | the trade-in | +| | | | | quote, such as | +| | | | | devices or | +| | | | | quantities on | +| | | | | this page. | +| | | | | Quote Summary - | +| | | | | Screenshot If | +| | | | | all information | +| | | | | is correct: | +| | | | | In the | +| | | | | appropriate | +| | | | | field (if not | +| | | | | already), enter | +| | | | | their company | +| | | | | name. Select | +| | | | | Generate. | +| | | | | Generate - | +| | | | | ScreenshotA | +| | | | | quote summary | +| | | | | and number | +| | | | | generate. Quote | +| | | | | Summary - | +| | | | | Screenshot | +| | | | | Click Add | +| | | | | Customer | +| | | | | Information. | +| | | | | Review the | +| | | | | auto-populated | +| | | | | Primary contact | +| | | | | information | +| | | | | fields with | +| | | | | your customer | +| | | | | and enter any | +| | | | | missing | +| | | | | information: | +| | | | | Customer Email | +| | | | | Address Source: | +| | | | | Content: . | +| | | | | Confirm this | +| | | | | email address | +| | | | | to ensure they | +| | | | | receive the | +| | | | | quote. BAN | +| | | | | FANCustomer | +| | | | | Information - | +| | | | | Screenshot 10 | +| | | | | Prior to | +| | | | | submitting, | +| | | | | cover their | +| | | | | next steps to | +| | | | | properly | +| | | | | prepare devices | +| | | | | for trade-in. | +| | | | | If they're | +| | | | | upgrading and | +| | | | | receiving new | +| | | | | devices, as | +| | | | | well as trading | +| | | | | in devices, | +| | | | | they must use | +| | | | | the unique | +| | | | | shipping | +| | | | | materials and | +| | | | | labels from the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program to ship | +| | | | | their trade-in | +| | | | | devices back. | +| | | | | They should not | +| | | | | use the label | +| | | | | included with | +| | | | | their new | +| | | | | device. Using | +| | | | | the return | +| | | | | label that | +| | | | | arrives with | +| | | | | the new device | +| | | | | causes the | +| | | | | trade-in device | +| | | | | to return to | +| | | | | the wrong | +| | | | | warehouse and | +| | | | | prevents them | +| | | | | from receiving | +| | | | | credit.Suggeste | +| | | | | d Verbiage: | +| | | | | You'll receive | +| | | | | an email | +| | | | | shortly giving | +| | | | | you | +| | | | | instructions to | +| | | | | log into AT&T | +| | | | | Business Trade- | +| | | | | In to review | +| | | | | and accept the | +| | | | | quote I've | +| | | | | created for | +| | | | | you. Once you | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions, | +| | | | | you'll receive | +| | | | | customized | +| | | | | shipping | +| | | | | materials to | +| | | | | the address you | +| | | | | provide within | +| | | | | 5-7 business | +| | | | | days. Use only | +| | | | | these materials | +| | | | | to return | +| | | | | devices to | +| | | | | ensure accurate | +| | | | | tracking of | +| | | | | your trade-ins. | +| | | | | The shipping | +| | | | | materials | +| | | | | include | +| | | | | everything | +| | | | | you'll need to | +| | | | | send in your | +| | | | | devices | +| | | | | including | +| | | | | boxes, | +| | | | | cardboard | +| | | | | dividers, | +| | | | | sleeves to | +| | | | | protect the | +| | | | | phones, and | +| | | | | prepaid UPS | +| | | | | return labels. | +| | | | | You'll also | +| | | | | receive | +| | | | | valuable | +| | | | | information | +| | | | | about: How | +| | | | | to turn off | +| | | | | activation | +| | | | | locks prior to | +| | | | | shipping | +| | | | | devices How to | +| | | | | update the | +| | | | | quote 11 | +| | | | | Select Submit | +| | | | | to Customer and | +| | | | | a pop-up | +| | | | | displays. | +| | | | | Acknowledgement | +| | | | | - Screenshot | +| | | | | 12 Select Send | +| | | | | Quote to | +| | | | | proceed and | +| | | | | submit the | +| | | | | quote for their | +| | | | | review. Upon | +| | | | | submission, | +| | | | | they receive | +| | | | | the quote sent | +| | | | | to the email | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. The | +| | | | | email includes | +| | | | | the details of | +| | | | | their trade-in | +| | | | | quote, such as: | +| | | | | Instructions on | +| | | | | accessing the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | via links | +| | | | | within their | +| | | | | Premier account | +| | | | | Quote #/$ Value | +| | | | | /Expiration | +| | | | | Date 14 If | +| | | | | your customer | +| | | | | calls with | +| | | | | questions about | +| | | | | their quote, | +| | | | | status of their | +| | | | | shipping | +| | | | | materials, | +| | | | | receipt of | +| | | | | their devices, | +| | | | | or trade-in | +| | | | | credit, warm | +| | | | | transfer them | +| | | | | to the AT&T | +| | | | | Business Trade- | +| | | | | In Support Team | +| | | | | available at | +| | | | | 866.993.5800 | +| | | | | (Monday-Friday, | +| | | | | 9 a.m. - 5 p.m. | +| | | | | CT) or via | +| | | | | email at suppor | +| | | | | t@attbusinesstr | +| | | | | adein.com. | +| | | | | Accept/Edit the | +| | | | | Quote | +| | | | | Instructions to | +| | | | | access the | +| | | | | quote are | +| | | | | emailed to | +| | | | | customers using | +| | | | | the email | +| | | | | address they | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. To | +| | | | | accept or edit | +| | | | | the trade-in | +| | | | | quote, they | +| | | | | access the link | +| | | | | to their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool through | +| | | | | their Premier | +| | | | | account. | +| | | | | Within Premier, | +| | | | | they can access | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In link | +| | | | | (labeled Trade- | +| | | | | In Program) 2 | +| | | | | ways: | +| | | | | Premier Online | +| | | | | Care: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Premier Online | +| | | | | Sales: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Heads Up: | +| | | | | Customers that | +| | | | | have been | +| | | | | migrated to | +| | | | | myatt.com will | +| | | | | need to access | +| | | | | the link to | +| | | | | their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | included in the | +| | | | | email or use ww | +| | | | | w.attbusinesstr | +| | | | | adein.com. | +| | | | | After selecting | +| | | | | Trade-In | +| | | | | Program, from | +| | | | | the homepage | +| | | | | they select | +| | | | | Manage Quotes. | +| | | | | Manage Quotes - | +| | | | | Screenshot Now | +| | | | | they can select | +| | | | | the quote you | +| | | | | created for | +| | | | | them by | +| | | | | clicking the | +| | | | | quote number. | +| | | | | Quotes - | +| | | | | Screenshot | +| | | | | Click the Add | +| | | | | Contact | +| | | | | Information | +| | | | | button. Once | +| | | | | selected: | +| | | | | They can edit | +| | | | | the make, | +| | | | | model, and | +| | | | | quantity of | +| | | | | devices prior | +| | | | | to accepting | +| | | | | it. Effective | +| | | | | April 7, 20019, | +| | | | | AT&T Business | +| | | | | Trade-In will | +| | | | | provide 2 | +| | | | | options for | +| | | | | customers to | +| | | | | receive prepaid | +| | | | | shipping labels | +| | | | | for their | +| | | | | locations to | +| | | | | return devices. | +| | | | | Customers | +| | | | | select one of | +| | | | | the options | +| | | | | when accepting | +| | | | | their trade-in | +| | | | | quote. | +| | | | | Option 1: Link | +| | | | | provided for | +| | | | | location(s) to | +| | | | | print prepaid | +| | | | | labels and use | +| | | | | their own | +| | | | | shipping | +| | | | | materials (link | +| | | | | available | +| | | | | immediately). | +| | | | | Option 2: AT&T | +| | | | | Business Trade- | +| | | | | In sends | +| | | | | prepaid labels | +| | | | | and free | +| | | | | shipping | +| | | | | materials to | +| | | | | locations | +| | | | | (materials | +| | | | | arrive in 5 – 7 | +| | | | | days). The | +| | | | | customer | +| | | | | accepts the | +| | | | | T&Cs and | +| | | | | receive an | +| | | | | email | +| | | | | confirmation | +| | | | | with: | +| | | | | Information | +| | | | | about shipping | +| | | | | materials - | +| | | | | Including link | +| | | | | to print labels | +| | | | | if they | +| | | | | selected that | +| | | | | option. Steps | +| | | | | to ensure | +| | | | | smooth | +| | | | | processing. | +| | | | | Explanation of | +| | | | | the processing | +| | | | | and credit | +| | | | | process. AT&T | +| | | | | Business Trade- | +| | | | | In Processing | +| | | | | Center Receives | +| | | | | Devices The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Processing | +| | | | | Center confirms | +| | | | | actual trade-in | +| | | | | value based on | +| | | | | device | +| | | | | conditions. | +| | | | | Does the device | +| | | | | power on and | +| | | | | off? Has the | +| | | | | Activation Lock | +| | | | | been disabled | +| | | | | (Find my | +| | | | | iPhone-FMiP)? | +| | | | | Is the device | +| | | | | functioning | +| | | | | correctly and | +| | | | | intact, free of | +| | | | | any chips, | +| | | | | cracks, | +| | | | | bruised/dead | +| | | | | pixels, or | +| | | | | burn-in? | +| | | | | Source: | +| | | | | Content: the | +| | | | | promotional | +| | | | | installment | +| | | | | credits.¶ What | +| | | | | the Customer | +| | | | | Can Expect¶ ¶ | +| | | | | Process begins | +| | | | | when the | +| | | | | Customer’s | +| | | | | order ships. | +| | | | | Not when it is | +| | | | | ordered. If a | +| | | | | customer has no | +| | | | | other | +| | | | | promotions | +| | | | | beyond the | +| | | | | Trade-in, they | +| | | | | will receive a | +| | | | | welcome email | +| | | | | from donotreply | +| | | | | @ATT.TradeIn- | +| | | | | Program.com in | +| | | | | 1-2 days.¶ | +| | | | | This email is | +| | | | | generated by an | +| | | | | automated | +| | | | | process and | +| | | | | includes a link | +| | | | | that allows the | +| | | | | customer to | +| | | | | print their own | +| | | | | return label.¶ | +| | | | | However¶ ¶ If | +| | | | | the customer | +| | | | | has multiple | +| | | | | promotions | +| | | | | stacked on the | +| | | | | order a manual | +| | | | | process is used | +| | | | | to generate the | +| | | | | welcome email | +| | | | | from, donotrepl | +| | | | | y@ATT.TradeIn- | +| | | | | Program.com and | +| | | | | it can take | +| | | | | 7-10 days for | +| | | | | the welcome | +| | | | | email to | +| | | | | arrive.¶ ¶ | +| | | | | Due to lack of | +| | | | | automation the | +| | | | | customer will | +| | | | | also be getting | +| | | | | a return label | +| | | | | shipped to them | +| | | | | - the process | +| | | | | can take an | +| | | | | additional 7-10 | +| | | | | days depending | +| | | | | on the speed of | +| | | | | the postal | +| | | | | service.¶ | +| | | | | Customers need | +| | | | | to save the | +| | | | | tracking | +| | | | | numbers on | +| | | | | their return | +| | | | | labels, AT&T | +| | | | | has no way to | +| | | | | retrieve them | +| | | | | for the | +| | | | | customer.¶ ¶ | +| | | | | Once customer | +| | | | | have their | +| | | | | shipping | +| | | | | material | +| | | | | (either printed | +| | | | | out or sent to | +| | | | | them by mail) | +| | | | | they may return | +| | | | | their devices – | +| | | | | The customer | +| | | | | controls the | +| | | | | timeline on | +| | | | | this. Trade-in | +| | | | | travels to | +| | | | | AT&T’s trade-in | +| | | | | warehouse - Up | +| | | | | to a week | +| | | | | depending on | +| | | | | the postal | +| | | | | service. When | +| | | | | the Package | +| | | | | arrives at the | +| | | | | AT&T Trade in | +| | | | | Center it is | +| | | | | scanned in.¶ | +| | | | | That scan | +| | | | | generates a | +| | | | | second email to | +| | | | | the customer | +| | | | | letting the | +| | | | | customer know | +| | | | | the device has | +| | | | | arrived at AT&T | +| | | | | and is being | +| | | | | assessed. ¶ | +| | | | | Assessment | +| | | | | takes 7-10 | +| | | | | days. Once a | +| | | | | week a report | +| | | | | is sent to AT&T | +| | | | | for processing | +| | | | | – Every 7 days. | +| | | | | AT&T Manually | +| | | | | formats the | +| | | | | report and | +| | | | | scrubs for | +| | | | | errors. – 7 | +| | | | | Days AT&T runs | +| | | | | scripting that | +| | | | | confirms or | +| | | | | denies | +| | | | | eligibility – 1 | +| | | | | day. Credits | +| | | | | begin in 1 -2 | +| | | | | Bill cycles. | +| | | | | Most Accounts | +| | | | | will see | +| | | | | credits begin | +| | | | | within 3 | +| | | | | billing cycles. | +| | | | | Check in | +| | | | | AIR/Order Track | +| | | | | to confirm if | +| | | | | device was | +| | | | | received to the | +| | | | | warehouse.¶ ¶ | +| | | | | In AIR, enter | +| | | | | the RMA number | +| | | | | listed as an | +| | | | | invoice | +| | | | | number.¶ ¶ | +| | | | | You can look up | +| | | | | the RMA number | +| | | | | that generated | +| | | | | during the | +| | | | | original order | +| | | | | in Order | +| | | | | Track.If the | +| | | | | RMA number | +| | | | | displays a | +| | | | | device in AIR, | +| | | | | the customer | +| | | | | has used the | +| | | | | BRE label | +| | | | | instead of the | +| | | | | return label.¶ | +| | | | | If device was | +| | | | | received by the | +| | | | | incorrect | +| | | | | warehouse, | +| | | | | create an | +| | | | | Clarify Urgent | +| | | | | Case to engage | +| | | | | the ICU team. | +| | | | | Include:¶ | +| | | | | CTN(s) needing | +| | | | | creditsName of | +| | | | | the | +| | | | | promotionM&P | +| | | | | IDCredit amount | +| | | | | anticipatedOrde | +| | | | | r numberAny | +| | | | | other relevant | +| | | | | information¶ | +| | | | | Provide the | +| | | | | customer the | +| | | | | case | +| | | | | information and | +| | | | | set expectation | +| | | | | of 3 business | +| | | | | days for ICU | +| | | | | team to | +| | | | | investigate. | +| | | | | If credit is | +| | | | | approved, | +| | | | | credits take up | +| | | | | to 3 billing | +| | | | | cycles. Note | +| | | | | the customer’s | +| | | | | account. For | +| | | | | access issues, | +| | | | | managers should | +| | | | | input a request | +| | | | | through | +| | | | | MyTickets as | +| | | | | representative | +| | | | | requests are | +| | | | | automatically | +| | | | | rejected. For | +| | | | | password | +| | | | | resets, use the | +| | | | | Global Login | +| | | | | Access Portal. | +| | | | | Customer Has | +| | | | | Not Received | +| | | | | Shipping | +| | | | | Materials or | +| | | | | Trade-In Email | +| | | | | Customers can: | +| | | | | ¶ ¶ Send an | +| | | | | email to the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Support mailbox | +| | | | | at support@attb | +| | | | | usinesstradein. | +| | | | | com. ¶ ¶ | +| | | | | Email should | +| | | | | include all | +| | | | | necessary | +| | | | | information | +| | | | | with Customer | +| | | | | Name / Email | +| | | | | Not Received or | +| | | | | Customer Name / | +| | | | | Shipping Kit | +| | | | | Not Received in | +| | | | | the subject | +| | | | | line.Emails are | +| | | | | responded to | +| | | | | within 48 hours | +| | | | | ¶ Contact the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Support: | +| | | | | 866.993.5800, | +| | | | | M-F 9 am –5 pm | +| | | | | CT to request | +| | | | | materials be | +| | | | | sent. | +| | | | | Representatives | +| | | | | can:¶ ¶ | +| | | | | Contact the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Support: | +| | | | | 866-993-5800, | +| | | | | M-F 9 am –5 pm | +| | | | | CT to request | +| | | | | materials be | +| | | | | sent. but | +| | | | | Create a | +| | | | | Clarify Urgent | +| | | | | Case to engage | +| | | | | the ICU team. | +| | | | | Include the | +| | | | | following | +| | | | | information.¶ | +| | | | | ¶ CTN(s) | +| | | | | needing credits | +| | | | | Name of the | +| | | | | promotion M&P | +| | | | | ID Credit | +| | | | | amount | +| | | | | anticipated | +| | | | | Order number | +| | | | | Any other | +| | | | | relevant | +| | | | | information | +| | | | | Managers: In | +| | | | | most cases the | +| | | | | Urgent case | +| | | | | routing is | +| | | | | automatic | +| | | | | however, if | +| | | | | Clarify asks | +| | | | | for which Queue | +| | | | | to route to, | +| | | | | Select BRD- ICU | +| | | | | Non-Tech. | +| | | | | Customer | +| | | | | Requests Status | +| | | | | Update After | +| | | | | Returning | +| | | | | Device¶ ¶ | +| | | | | Confirm when | +| | | | | the customer | +| | | | | shipped the | +| | | | | device back if | +| | | | | it was done | +| | | | | recently (in | +| | | | | the last week) | +| | | | | ask if the | +| | | | | customer saved | +| | | | | their tracking | +| | | | | number.¶ ¶ | +| | | | | Customers can | +| | | | | use https://www | +| | | | | .usps.com/manag | +| | | | | e/ To track | +| | | | | their | +| | | | | package.Due to | +| | | | | privacy | +| | | | | concerns | +| | | | | representatives | +| | | | | do not have | +| | | | | access to the | +| | | | | Customer’s | +| | | | | tracking | +| | | | | number. ¶ If | +| | | | | the Source: | ++----+--------------+----------------+----------------+-------------------+ +| 17 | [] | what is the | Beginning | Content: | +| | | best deal on | February 9, | Beginning | +| | | an adroid | 2022, for a | February 9, | +| | | phone? | limited time | 2022, for a | +| | | | only, | limited time | +| | | | Business | only, Business | +| | | | customers | customers get | +| | | | can get up | great savings | +| | | | to $800 in | on an eligible | +| | | | Max Credits | new Android | +| | | | on an | smartphone when | +| | | | eligible new | they trade-in a | +| | | | Android | qualifying | +| | | | smartphone | device, Any | +| | | | when they | Year Any | +| | | | trade-in a | Condition, | +| | | | qualifying | activate on an | +| | | | device, Any | eligible AT&T | +| | | | Year Any | wireless plan | +| | | | Condition, | and purchase on | +| | | | activate on | a qualifying | +| | | | an eligible | installment | +| | | | AT&T | plan! ¶ Get | +| | | | wireless | up to $800 in | +| | | | plan and | Max Credits!¶ | +| | | | purchase on | ¶ ¶ New Lines | +| | | | a qualifying | & UpgradesEligi | +| | | | installment | ble Android | +| | | | plan. | device purchase | +| | | | (Source: | on AT&T | +| | | | context) | Installment | +| | | | | planAny Year | +| | | | | Any Condition, | +| | | | | Trade-In a | +| | | | | qualifying | +| | | | | smartphone | +| | | | | w/min. TiV of | +| | | | | $35.¶ | +| | | | | customers get | +| | | | | great savings | +| | | | | on an eligible | +| | | | | new Android | +| | | | | smartphone they | +| | | | | trade-in a | +| | | | | qualifying | +| | | | | device Any Year | +| | | | | Any Condition, | +| | | | | activate on an | +| | | | | eligible AT&T | +| | | | | wireless plan | +| | | | | and purchase on | +| | | | | a qualifying | +| | | | | installment | +| | | | | plan! ¶ | +| | | | | What's NewJune | +| | | | | 2, 2023¶ | +| | | | | Reinstating the | +| | | | | “Any Year, Any | +| | | | | Condition” | +| | | | | trade-in | +| | | | | eligibility | +| | | | | rules for | +| | | | | Samsung Note, S | +| | | | | and Z series | +| | | | | trade-in | +| | | | | devices only. | +| | | | | All other | +| | | | | trade-in | +| | | | | devices w/ a | +| | | | | $35+ TIV after | +| | | | | the condition | +| | | | | assessment will | +| | | | | qualify for the | +| | | | | promotion. The | +| | | | | max bill | +| | | | | credits will | +| | | | | move to $800 | +| | | | | off the S23 | +| | | | | series, Z Flip4 | +| | | | | & Z Fold4. The | +| | | | | last day for | +| | | | | $1,000 off w/ | +| | | | | $150+TIV, $700 | +| | | | | off w/ $70+ TIV | +| | | | | and $350 off w/ | +| | | | | $35+ TIV is | +| | | | | 6/1/23. The | +| | | | | trade-in | +| | | | | eligible list | +| | | | | has been | +| | | | | updated to | +| | | | | include all | +| | | | | Galaxy S and | +| | | | | Note models.¶ | +| | | | | (The list | +| | | | | should be | +| | | | | considered as | +| | | | | one resource | +| | | | | for support | +| | | | | teams and is | +| | | | | not an | +| | | | | exclusive list | +| | | | | of all devices | +| | | | | that may | +| | | | | satisfy the | +| | | | | $35+ TiV | +| | | | | requirement for | +| | | | | any offer). ¶ | +| | | | | ¶ May 12, | +| | | | | 2023¶ ¶ | +| | | | | Removing the | +| | | | | “Any Year Any | +| | | | | Condition” | +| | | | | trade-in | +| | | | | eligibility and | +| | | | | moving to a | +| | | | | 3-tier trade-in | +| | | | | construct | +| | | | | (based on the | +| | | | | value after | +| | | | | condition | +| | | | | questions have | +| | | | | been | +| | | | | answered).The | +| | | | | S23 series, the | +| | | | | Z Flip4 and Z | +| | | | | Fold4 will be | +| | | | | eligible for up | +| | | | | to $1,000 off | +| | | | | with a $150+ | +| | | | | TIV, $700 off | +| | | | | with a $70-$149 | +| | | | | TIV or $350 off | +| | | | | with a $35-$69 | +| | | | | TIV (max bill | +| | | | | credits will | +| | | | | not exceed the | +| | | | | MSRP of a | +| | | | | device). ¶ The | +| | | | | last day at up | +| | | | | to $1,000 off | +| | | | | the Z Flip4 and | +| | | | | $800 off the | +| | | | | S23, S23+, S23 | +| | | | | Ultra, and Z | +| | | | | Fold4 w/ AYAC | +| | | | | trade-in is | +| | | | | 5/11/23. ¶ | +| | | | | Removing the | +| | | | | Google Pixel 7 | +| | | | | Pro from the | +| | | | | offer. ¶ The | +| | | | | last day | +| | | | | eligible for | +| | | | | $800 off w/ | +| | | | | trade-in is | +| | | | | 5/11/23. ¶ | +| | | | | Updating the | +| | | | | Trade-in device | +| | | | | eligible list | +| | | | | (last day | +| | | | | eligible is | +| | | | | 5/11/23) see | +| | | | | updated grid in | +| | | | | section below.¶ | +| | | | | March 31, 2023¶ | +| | | | | ¶ Max bill | +| | | | | credits move to | +| | | | | $800 off on the | +| | | | | Google Pixel 7 | +| | | | | Pro. ¶ ¶ The | +| | | | | last day | +| | | | | eligible at | +| | | | | $1,000 off w/ a | +| | | | | qualifying | +| | | | | trade-in is | +| | | | | 3/30/23. No | +| | | | | impact to AYAC | +| | | | | trade-in | +| | | | | eligibility. | +| | | | | The Samsung | +| | | | | Galaxy Z Flip4 | +| | | | | will remain at | +| | | | | $1,000 off. ¶ | +| | | | | ¶ March 3, | +| | | | | 2023¶ ¶ Max | +| | | | | bill credits | +| | | | | move to $800 | +| | | | | off on the | +| | | | | Samsung Galaxy | +| | | | | S23 series, | +| | | | | Fold4.¶ ¶ The | +| | | | | last day | +| | | | | eligible at | +| | | | | $1,000 off w/ a | +| | | | | qualifying | +| | | | | trade-in is | +| | | | | 3/2/23. ¶ The | +| | | | | Fold4 and Pixel | +| | | | | 7Pro remain at | +| | | | | $1000 off.¶ | +| | | | | February 1, | +| | | | | 2023¶ ¶ | +| | | | | Reinstating the | +| | | | | “Any Year, Any | +| | | | | Condition” | +| | | | | trade-in | +| | | | | eligibility | +| | | | | rules for | +| | | | | Samsung Note, S | +| | | | | and Z series | +| | | | | trade-in | +| | | | | devices. ¶ ¶ | +| | | | | All other | +| | | | | devices that | +| | | | | are valued at | +| | | | | $35 before | +| | | | | condition | +| | | | | questions are | +| | | | | answered will | +| | | | | qualify | +| | | | | customers for | +| | | | | up to $1,000 in | +| | | | | bill credits on | +| | | | | eligible | +| | | | | devices. ¶ | +| | | | | Adding the new | +| | | | | Samsung Galaxy | +| | | | | S23, S23+ and | +| | | | | S23 Ultra into | +| | | | | the offer at up | +| | | | | to $1000 in | +| | | | | bill credits | +| | | | | with an | +| | | | | eligible trade- | +| | | | | in. Increasing | +| | | | | the max bill | +| | | | | credits on the | +| | | | | Samsung Galaxy | +| | | | | Z Flip4 and Z | +| | | | | Fold4 and the | +| | | | | Google Pixel 7 | +| | | | | Pro to up to | +| | | | | $1,000 in bill | +| | | | | credits with an | +| | | | | eligible trade- | +| | | | | in. The last | +| | | | | day at $800 off | +| | | | | w/ 35 TIV is | +| | | | | 1/31/23. | +| | | | | Removing the | +| | | | | Samsung Galaxy | +| | | | | S22, S22+ and | +| | | | | S22 Ultra from | +| | | | | the offer. The | +| | | | | last day | +| | | | | eligible is | +| | | | | 1/31/23. ¶ | +| | | | | January 27, | +| | | | | 2023¶ ¶ The | +| | | | | trade-in | +| | | | | eligible list | +| | | | | has been | +| | | | | updated to | +| | | | | include all | +| | | | | Note1/S1, Pixel | +| | | | | 1 models and | +| | | | | above (the list | +| | | | | should be | +| | | | | considered as | +| | | | | one resource | +| | | | | for support | +| | | | | teams and is | +| | | | | Source: | +| | | | | Content: 7 | +| | | | | Plus. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 9/2/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above, | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | September 1st | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 9/2/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the devices | +| | | | | impacted, will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 8/5/22 Select | +| | | | | device trade-in | +| | | | | values (TIV) | +| | | | | changed from | +| | | | | $35 to $5 and | +| | | | | will be | +| | | | | ineligible as | +| | | | | qualifying | +| | | | | trade-ins. | +| | | | | Trade-in | +| | | | | devices | +| | | | | impacted: | +| | | | | Nord100, Asus | +| | | | | Rog Phone2, | +| | | | | OnePlus 6T, | +| | | | | Razer 2, Google | +| | | | | Pixel 3, 3a, | +| | | | | 3XL, 3a XL, LG | +| | | | | K92, Moto One | +| | | | | Ace 5G. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 8/5/22 and | +| | | | | return to | +| | | | | trade-in one | +| | | | | of the devices | +| | | | | listed above | +| | | | | will get the | +| | | | | offer credits, | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | August 4th | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 8/5/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the impacted | +| | | | | devices will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 4/22/22 the | +| | | | | Samsung A13 5G | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $100 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade-in. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | before 4/22/22 | +| | | | | and trade-in a | +| | | | | Samsung A13 5G | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. ¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | issue the $5 | +| | | | | TIV to the | +| | | | | customer. A | +| | | | | radio button | +| | | | | for the offer | +| | | | | will not | +| | | | | display due to | +| | | | | the TIV being | +| | | | | below the | +| | | | | requirements. | +| | | | | The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after | +| | | | | 4/22/22 and | +| | | | | trade-in a | +| | | | | Samsung A13 5G | +| | | | | will only | +| | | | | receive $5 TIV | +| | | | | and will not be | +| | | | | eligible for | +| | | | | the offer. | +| | | | | Credit Details | +| | | | | ¶ Must be a | +| | | | | new line, or | +| | | | | upgrade. | +| | | | | Customer has 30 | +| | | | | days from | +| | | | | activation date | +| | | | | to perform | +| | | | | their trade | +| | | | | in.Customers | +| | | | | with Free | +| | | | | Shipping may | +| | | | | have a delay in | +| | | | | receiving their | +| | | | | smartphones due | +| | | | | to inventory | +| | | | | constraints. | +| | | | | Please note 30 | +| | | | | days from | +| | | | | activation date | +| | | | | could be | +| | | | | different from | +| | | | | purchase date | +| | | | | (due to above s | +| | | | | cenario).Custom | +| | | | | er may qualify | +| | | | | for multiple | +| | | | | monthly bill | +| | | | | credits | +| | | | | smartphone | +| | | | | offers for each | +| | | | | qualifying new | +| | | | | purchase | +| | | | | w/qualifying | +| | | | | trade-in; limit | +| | | | | on number of | +| | | | | lines eligible | +| | | | | will depends on | +| | | | | customer’s | +| | | | | credit | +| | | | | eligibility | +| | | | | (BAU).Eligible | +| | | | | smartphones | +| | | | | must be | +| | | | | purchased on | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan. ¶ | +| | | | | Includes 0% | +| | | | | down or down | +| | | | | payment. ¶ | +| | | | | Down payment | +| | | | | does not | +| | | | | impact/change | +| | | | | monthly credit | +| | | | | amount outlined | +| | | | | by offer. ¶ If | +| | | | | buying on the | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up, customer is | +| | | | | responsible and | +| | | | | will not | +| | | | | receive any | +| | | | | credits for an | +| | | | | additional | +| | | | | $6/mo. for the | +| | | | | Next Up upgrade | +| | | | | feature.¶ | +| | | | | Note: Customers | +| | | | | enrolled on an | +| | | | | active AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up at $5/mo. | +| | | | | are not | +| | | | | impacted by the | +| | | | | rate increase | +| | | | | effective | +| | | | | 7.14.22.Future | +| | | | | device | +| | | | | purchases on an | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up will be | +| | | | | impacted and | +| | | | | will reflect | +| | | | | the new Next Up | +| | | | | feature charge | +| | | | | of $6/mo. ¶ ¶ | +| | | | | If line is | +| | | | | disconnected | +| | | | | early, customer | +| | | | | responsible for | +| | | | | remaining | +| | | | | amount owed on | +| | | | | the installment | +| | | | | agreement.Line | +| | | | | must remain | +| | | | | active & in | +| | | | | good standing | +| | | | | throughout the | +| | | | | entirety of the | +| | | | | offer for all | +| | | | | credits to be | +| | | | | applied.CLN/CPO | +| | | | | excluded.Taxes | +| | | | | on full retail | +| | | | | price are due | +| | | | | at point of | +| | | | | sale.If the | +| | | | | discounted | +| | | | | phone is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill | +| | | | | credit.Free | +| | | | | Shipping, | +| | | | | backorders, and | +| | | | | port delays are | +| | | | | eligible if the | +| | | | | number(s) is | +| | | | | reserved while | +| | | | | the offer is in | +| | | | | effect.Winbacks | +| | | | | are treated as | +| | | | | an existing | +| | | | | customer. (a | +| | | | | Winback | +| | | | | requires a | +| | | | | customer to | +| | | | | port their | +| | | | | number back to | +| | | | | AT&T within 59 | +| | | | | days of leaving | +| | | | | AT&T.)A | +| | | | | conversion from | +| | | | | Prepaid/Cricket | +| | | | | is treated like | +| | | | | an existing | +| | | | | wireless | +| | | | | customer and | +| | | | | not a new | +| | | | | wireless gross | +| | | | | add.¶ How the | +| | | | | Credit Works ¶ | +| | | | | Customers will | +| | | | | receive the | +| | | | | bill credit of | +| | | | | offer if:¶ | +| | | | | Activating new | +| | | | | line or upgrade | +| | | | | existing line | +| | | | | and purchasing | +| | | | | an eligible | +| | | | | smartphone on | +| | | | | AT&T | +| | | | | installment | +| | | | | Source: | +| | | | | Content: S4 | +| | | | | Duos, S4 Mini, | +| | | | | S4 Mini Duos, | +| | | | | S4 Triband, S4 | +| | | | | Value Edition, | +| | | | | S4 zoom, S5, S5 | +| | | | | Active, S5 | +| | | | | Duos, S5 mini, | +| | | | | S5 Neo, S5 | +| | | | | Prime, S5 | +| | | | | Sport, S6, S6 | +| | | | | Active, S6 | +| | | | | Edge, S6 Edge+ | +| | | | | Duos, S6 Edge | +| | | | | TD, S6 Edge+, | +| | | | | S7, S7 Active, | +| | | | | S7 Edge, S8, S8 | +| | | | | Active, S8 | +| | | | | Duos, S8+, S9, | +| | | | | S9+, S9+ Duos, | +| | | | | S10, S10+, S10 | +| | | | | 5G, S10e, S10 | +| | | | | Lite, S20, S20 | +| | | | | 5G, S20+, S20+ | +| | | | | 5G, S20 FE, S20 | +| | | | | FE 5G, S20 | +| | | | | Ultra 5G, S20+ | +| | | | | 5G, S21 5G, S21 | +| | | | | FE 5G, S21+ 5G, | +| | | | | S21 Ultra 5G, | +| | | | | S22, S22+, S22 | +| | | | | Ultra, S23, | +| | | | | S23+, S23 | +| | | | | Ultra, Note, | +| | | | | Note FE, Note | +| | | | | 3, Note 3 Duos, | +| | | | | Note 3 Neo, | +| | | | | Note 3 TD, Note | +| | | | | 4, Note 4 Duos, | +| | | | | Note 4 S-LTE, | +| | | | | Note II, Note | +| | | | | II LTE, Note | +| | | | | III, Note III | +| | | | | Neo, Note LTE, | +| | | | | Note5, Note5 | +| | | | | Duos, Note 7, | +| | | | | Note Edge, | +| | | | | Note8, Note 8 | +| | | | | Duos, Note9, | +| | | | | Note10, Note10 | +| | | | | 5G, Note 10 | +| | | | | Lite, Note10+, | +| | | | | Note10+ 5G, | +| | | | | Note20, Note20 | +| | | | | 5G, Note20 | +| | | | | Ultra, Note20 | +| | | | | Ultra 5G, Z | +| | | | | Flip, Z Flip | +| | | | | 5G, Z Fold, Z | +| | | | | Fold 5G, Z | +| | | | | Flip3 5G, | +| | | | | ZFold2 5G, Z | +| | | | | Fold3 5G, Z | +| | | | | Flip4, Z Fold4 | +| | | | | Google: Pixel | +| | | | | 4, 4 XL, 4a, 5, | +| | | | | 5a, 6a, 6, 6 | +| | | | | Pro, 7, 7Pro | +| | | | | LG: Stylo6, V50 | +| | | | | ThinQ™, V60 | +| | | | | ThinQ™, WING™ | +| | | | | 5G OTHER: One | +| | | | | Plus 7, OnePlus | +| | | | | 7 Pro, OnePlus | +| | | | | 7 Pro 5G, | +| | | | | OnePlus 7T, | +| | | | | OnePlus 7T Pro | +| | | | | 5G, OnePlus 8 | +| | | | | 5G, OnePlus 8 | +| | | | | Pro, OnePlus | +| | | | | 8T, OnePlus | +| | | | | 8T+, One Plus | +| | | | | 8, OnePlus 9 | +| | | | | 5G, OnePlus 9 | +| | | | | Pro 5G, OnePlus | +| | | | | 10 Pro, Moto G | +| | | | | Stylus, Moto G | +| | | | | Stylus 5G, Moto | +| | | | | Edge, Moto | +| | | | | Edge+, Asus Rog | +| | | | | Phone 3, ZTE | +| | | | | Red Magic 3, | +| | | | | Microsoft | +| | | | | Surface Duo, | +| | | | | OnePlus 9 5G, | +| | | | | OnePlus 9 Pro | +| | | | | 5G, OnePlus 10 | +| | | | | Pro, Moto razr | +| | | | | 5G, Redmi Note | +| | | | | 10 Pro, Moto | +| | | | | edge+ 5G UW | +| | | | | Offer Credits | +| | | | | Matrix | +| | | | | Eligible Device | +| | | | | Eligible Trade- | +| | | | | In Monthly | +| | | | | Pricing | +| | | | | Samsung¶ S23 | +| | | | | 128GB Retail | +| | | | | Price $800 S23 | +| | | | | 256GB Retail | +| | | | | Price $860S23+ | +| | | | | 256GB Retail | +| | | | | Price $1000 | +| | | | | S23+ 512GB | +| | | | | Retail Price | +| | | | | $1120S23 Ultra | +| | | | | 5G 256GB Price | +| | | | | $1200 S23 Ultra | +| | | | | 5G 512GB Price | +| | | | | $1380Z Flip4 | +| | | | | 128GB Full | +| | | | | Retail Price | +| | | | | $1,000Z Flip4 | +| | | | | 256GB Full | +| | | | | Retail Price | +| | | | | $1,060Z Fold4 | +| | | | | 256GB Full | +| | | | | Retail Price | +| | | | | $1,800Z Fold4 | +| | | | | 512GB Full | +| | | | | Retail Price | +| | | | | $1,920¶ Any | +| | | | | Year Any | +| | | | | Condition | +| | | | | (AYAC) Galaxy | +| | | | | S/Note/Z - OR | +| | | | | - ​​​​$35+ TIV | +| | | | | (i8/Pixel 4 & | +| | | | | above) Up to | +| | | | | $800 Off¶ AT&T | +| | | | | Installment | +| | | | | Plan (36 mos.)$ | +| | | | | 22.23EIP24$33.3 | +| | | | | 4EIP30$26.67EIP | +| | | | | 36$22.23¶ | +| | | | | Requirements ¶ | +| | | | | New Lines or | +| | | | | Upgrades | +| | | | | Eligible | +| | | | | Android device | +| | | | | purchase on | +| | | | | AT&T | +| | | | | Installment | +| | | | | planTrade-in a | +| | | | | qualifying | +| | | | | smartphone: | +| | | | | AYAC Samsung | +| | | | | Galaxy S/Note/Z | +| | | | | series or $35+ | +| | | | | min. TiV¶ | +| | | | | *Note: All | +| | | | | Samsung Galaxy | +| | | | | S, Note, and Z | +| | | | | series devices | +| | | | | will be | +| | | | | increased to a | +| | | | | min $35 TIV. | +| | | | | These devices | +| | | | | will be | +| | | | | accepted in any | +| | | | | condition (brok | +| | | | | en/damaged) | +| | | | | when traded in | +| | | | | as part of this | +| | | | | offer. This | +| | | | | does not apply | +| | | | | to any other | +| | | | | device for this | +| | | | | offer or for | +| | | | | any other | +| | | | | trade-in offer | +| | | | | (ex: When | +| | | | | purchasing an | +| | | | | iPhone 13 | +| | | | | series device | +| | | | | as part of the | +| | | | | Trade-in Offer | +| | | | | for Apple | +| | | | | devices). ¶ | +| | | | | Taxes on full | +| | | | | retail price | +| | | | | are due at | +| | | | | point of sale.E | +| | | | | scalations for | +| | | | | missing credits | +| | | | | are submitted | +| | | | | via the BCSS | +| | | | | fallout process | +| | | | | (ICU case).¶ | +| | | | | Known Issues | +| | | | | On 9/2/22 | +| | | | | Select devices | +| | | | | had trade-in | +| | | | | value (TIV) | +| | | | | changes from | +| | | | | $35 to $5 and | +| | | | | will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade-in. | +| | | | | Trade-in | +| | | | | devices | +| | | | | impacted: | +| | | | | iPhone 7 and | +| | | | | Source: | +| | | | | Content: Note | +| | | | | LTE, Note5, | +| | | | | Note5 Duos, | +| | | | | Note 7, Note | +| | | | | Edge, Note8, | +| | | | | Note 8 Duos, | +| | | | | Note9, Note10, | +| | | | | Note10 5G, | +| | | | | Note10 Lite, | +| | | | | Note10+, | +| | | | | Note10+ 5G, Z | +| | | | | Flip, Z Flip 5G | +| | | | | Google: | +| | | | | Pixel 4, 4 XL, | +| | | | | 4a, 4a 5G, 5, | +| | | | | 5a, 6, 6a  | +| | | | | LG: Stylo6, V50 | +| | | | | ThinQ™, V60 | +| | | | | ThinQ™, WING™ | +| | | | | 5G  | +| | | | | OTHER: OnePlus | +| | | | | 7, OnePlus 7 | +| | | | | Pro, OnePlus 7 | +| | | | | Pro 5G, OnePlus | +| | | | | 7T, OnePlus 7T | +| | | | | Pro, OnePlus 7T | +| | | | | Pro 5G, OnePlus | +| | | | | 8 5G, OnePlus 8 | +| | | | | Pro, OnePlus | +| | | | | 8T, OnePlus | +| | | | | 8T+, One Plus | +| | | | | 8, OnePlus 9 | +| | | | | 5G, Moto G | +| | | | | Stylus, Moto G | +| | | | | Stylus 5G, Moto | +| | | | | razr 5G, Moto | +| | | | | Edge, Moto | +| | | | | Edge+, ZTE Red | +| | | | | Magic 3, Asus | +| | | | | Rog Phone3, | +| | | | | Redmi Note 10 | +| | | | | Pro, Moto edge+ | +| | | | | 5G UW, | +| | | | | Microsoft | +| | | | | Surface Duo | +| | | | | Known Issues | +| | | | | On | +| | | | | 9/2/22 Select | +| | | | | devices had | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $35 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade-in.Trade- | +| | | | | in devices | +| | | | | impacted: | +| | | | | iPhone 7 and 7P | +| | | | | lus. Customers | +| | | | | who purchased | +| | | | | an eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 9/2/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above, | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $350 Off | +| | | | | iPhone 13 | +| | | | | series with | +| | | | | Trade-in and | +| | | | | purchased | +| | | | | on/before | +| | | | | September 1st | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end.  | +| | | | | Customers who | +| | | | | purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 9/2/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the devices | +| | | | | impacted, will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 8/5/22 Select | +| | | | | device trade-in | +| | | | | values (TIV) | +| | | | | changed from | +| | | | | $35 to $5 | +| | | | | and will be | +| | | | | ineligible as | +| | | | | qualifying | +| | | | | trade- | +| | | | | ins.Trade-in | +| | | | | devices | +| | | | | impacted: | +| | | | | Nord100, Asus | +| | | | | Rog Phone2, | +| | | | | OnePlus 6T, | +| | | | | Razer 2, Google | +| | | | | Pixel 3, 3a, | +| | | | | 3XL, 3a XL, LG | +| | | | | K92, Moto One | +| | | | | Ace | +| | | | | 5G.Customers | +| | | | | who purchased | +| | | | | an eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 8/5/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above | +| | | | | will get the | +| | | | | offer credits, | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | August | +| | | | | 4th (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. | +| | | | | Customers who | +| | | | | purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 8/5/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the impacted | +| | | | | devices will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 4/22/22 the | +| | | | | Samsung A13 5G | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $100 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade- | +| | | | | in. Customers | +| | | | | who purchased | +| | | | | an eligible | +| | | | | smartphone | +| | | | | before 4/22/22 | +| | | | | and trade-in a | +| | | | | Samsung A13 5G | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.  | +| | | | | Process the | +| | | | | trade-in and | +| | | | | issue the $5 | +| | | | | TIV to the | +| | | | | customer. A | +| | | | | radio button | +| | | | | for the offer | +| | | | | will not | +| | | | | display due to | +| | | | | the TIV being | +| | | | | below the requi | +| | | | | rements. The | +| | | | | offer credits | +| | | | | will be issued | +| | | | | manually on the | +| | | | | back end. | +| | | | | Customers who | +| | | | | purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after | +| | | | | 4/22/22 and | +| | | | | trade-in a | +| | | | | Samsung A13 5G | +| | | | | will only | +| | | | | receive $5 TIV | +| | | | | and will not be | +| | | | | eligible for | +| | | | | the offer. | +| | | | | On 9/23 the | +| | | | | Note8, Note9 | +| | | | | Trade-in value | +| | | | | was increased | +| | | | | from $85 to $95 | +| | | | | TIV, making it | +| | | | | eligible for | +| | | | | $800/$700 off | +| | | | | when traded-in | +| | | | | with a | +| | | | | qualifying | +| | | | | device purchase | +| | | | | .Customers who | +| | | | | purchased | +| | | | | eligible device | +| | | | | between | +| | | | | 9/17/21-9/23/21 | +| | | | | and elect to | +| | | | | trade-in a | +| | | | | Note8 or Note9 | +| | | | | will have the | +| | | | | $800 Off w/ $95 | +| | | | | Trade-In offer | +| | | | | honored on | +| | | | | eligible iPhone | +| | | | | 13 device | +| | | | | purchases, and | +| | | | | $700 Off w/ $95 | +| | | | | Trade-in on | +| | | | | eligible | +| | | | | Samsung and | +| | | | | Microsoft Duo | +| | | | | purchases | +| | | | | (available to | +| | | | | all channels). | +| | | | | This applies to | +| | | | | all Trade-Ins, | +| | | | | Take Home Trade | +| | | | | Later, Mail in | +| | | | | Trade-Ins and | +| | | | | Trade-ins | +| | | | | processed via | +| | | | | att.com/trade- | +| | | | | iniPhone 8 | +| | | | | Incorrect Trade | +| | | | | Source: | +| | | | | Content: What's | +| | | | | New 2, | +| | | | | Removing | +| | | | | iPhone 13 128GB | +| | | | | SKUs from | +| | | | | offer. 12, | +| | | | | Removing | +| | | | | The last day | +| | | | | Google Pixel 7 | +| | | | | Pro in the | +| | | | | offer is | +| | | | | 5.11.23 31, | +| | | | | Moving | +| | | | | Google Pixel 7 | +| | | | | Pro to $350 off | +| | | | | Tier. Last day | +| | | | | at $400 off is | +| | | | | 3.30.23 | +| | | | | February 17, | +| | | | | Moving | +| | | | | iPhone 14 Pro | +| | | | | and 14 Pro Max | +| | | | | to $350 off | +| | | | | Tier. Last day | +| | | | | at $500 off is | +| | | | | 2.16.23 | +| | | | | February 1, | +| | | | | Adding S23, | +| | | | | S23+ & S23 | +| | | | | Ultra to the | +| | | | | offer in the | +| | | | | $350 off Tier | +| | | | | Moving | +| | | | | Pixel 7 Pro to | +| | | | | $400 off tier. | +| | | | | Last day at | +| | | | | $350 off is | +| | | | | 1.31.23 | +| | | | | Removing | +| | | | | S22, S22+, S22 | +| | | | | Ultra. Last day | +| | | | | is 1.31.23 | +| | | | | Effective | +| | | | | January 6, 2023 | +| | | | | Removing | +| | | | | The $400 Tier | +| | | | | for Pixel 7 | +| | | | | Pro. Last day | +| | | | | is 1.5.23 | +| | | | | Removing Pixel | +| | | | | 7 from the | +| | | | | offer. Last day | +| | | | | is 1.5.23 | +| | | | | Moving | +| | | | | Moving Pixel 7 | +| | | | | Pro into $350 | +| | | | | Tier eff. | +| | | | | 1.6.23 Adding | +| | | | | Adding iPhone | +| | | | | 14 Plus into | +| | | | | the $350 Tier | +| | | | | eff.  1.6.23 | +| | | | | Previous Offer | +| | | | | Changes 2022 | +| | | | | Previous Offer | +| | | | | Changes 2021 | +| | | | | Next Up Waived | +| | | | | Installment & | +| | | | | $350 | +| | | | | or $400 Off | +| | | | | Upgrade Offer  | +| | | | | Eligible for | +| | | | | Next Up Early | +| | | | | upgrade or pay | +| | | | | up to upgrade | +| | | | | at 50% of | +| | | | | device | +| | | | | installments. | +| | | | | Perform a Next | +| | | | | Up device Turn- | +| | | | | In on a device | +| | | | | with Next Up | +| | | | | feature to have | +| | | | | remaining | +| | | | | installments | +| | | | | waived on the | +| | | | | line | +| | | | | participating | +| | | | | in the offer. | +| | | | | Eligible | +| | | | | smartphone | +| | | | | purchased on an | +| | | | | installment | +| | | | | plan. Offer | +| | | | | Details Next | +| | | | | Up customers | +| | | | | get great | +| | | | | savings when | +| | | | | turning in | +| | | | | their early | +| | | | | upgrade | +| | | | | eligible Next | +| | | | | Up device and | +| | | | | upgrading to a | +| | | | | new smartphone | +| | | | | on a qualifying | +| | | | | installment | +| | | | | agreement.  | +| | | | | Who's Eligible | +| | | | | Eligible | +| | | | | Activation Type | +| | | | | Channel | +| | | | | Availability | +| | | | | Stacking | +| | | | | CRU | +| | | | | FirstNet Agency | +| | | | | paid/Extended | +| | | | | Primary | +| | | | | FirstNet and | +| | | | | Family | +| | | | | FirstNet | +| | | | | Subscriber | +| | | | | Paid* *Must | +| | | | | be eligible for | +| | | | | Installment | +| | | | | plans  | +| | | | | Upgrades with | +| | | | | Next Up | +| | | | | All Channels | +| | | | | Excludes APEX | +| | | | | Partner | +| | | | | Exchanged S15 | +| | | | | Offer is not | +| | | | | stackable with: | +| | | | | National Offers | +| | | | | for new lines | +| | | | | & upgrades Any | +| | | | | National Retail | +| | | | | Offers Premium | +| | | | | Device Trade-in | +| | | | | Offer Android | +| | | | | Trade-In Offer | +| | | | | Tiered Offer | +| | | | | Any New Line | +| | | | | Offers Online | +| | | | | BYOD Offer | +| | | | | Eligible | +| | | | | Smartphone for | +| | | | | Purchase | +| | | | | Customers may | +| | | | | qualify for | +| | | | | multiple up to | +| | | | | $350 | +| | | | | or $400 off | +| | | | | eligible | +| | | | | smartphones and | +| | | | | the remaining | +| | | | | installments on | +| | | | | their existing | +| | | | | Next up line | +| | | | | are forgiven | +| | | | | with an | +| | | | | eligible turn- | +| | | | | in. Eligible | +| | | | | Devices (Full | +| | | | | Retail Cost) | +| | | | | Max Bill | +| | | | | Credits | +| | | | | w/Eligible Next | +| | | | | Up Device Turn | +| | | | | in    | +| | | | | Apple | +| | | | | iPhone 14 Pro | +| | | | | 128GB Retail | +| | | | | Price $1,000  | +| | | | | iPhone 14 Pro | +| | | | | 256GB Retail | +| | | | | Price $1,100  | +| | | | | iPhone 14 Pro | +| | | | | 512GB Retail | +| | | | | Price $1,300  | +| | | | | iPhone 14 Pro | +| | | | | 1TB Retail | +| | | | | Price $1,500  | +| | | | | iPhone 14 Pro | +| | | | | Max 128GB | +| | | | | Retail Price | +| | | | | $1,100   | +| | | | | iPhone 14 Pro | +| | | | | Max 256GB | +| | | | | Retail Price | +| | | | | 1,200   iPhone | +| | | | | 14 Pro Max | +| | | | | 512GB Retail | +| | | | | Price $1,400 | +| | | | | iPhone 14 Pro | +| | | | | Max 1 TB Retail | +| | | | | Price $1,600  | +| | | | | iPhone 14 128GB | +| | | | | Retail Price | +| | | | | $800 iPhone 14 | +| | | | | 256GB Retail | +| | | | | Price $900 | +| | | | | iPhone 14 512GB | +| | | | | Retail Price | +| | | | | $1,100 iPhone | +| | | | | 14 Plus 128GB | +| | | | | Retail Price | +| | | | | $900  iPhone | +| | | | | 14 Plus 256GB | +| | | | | Retail Price | +| | | | | $1000 iPhone | +| | | | | 14 Plus 512GB | +| | | | | Retail Price | +| | | | | $1,200 | +| | | | | Samsung Z | +| | | | | Flip4 128GB | +| | | | | Retail Price | +| | | | | $1,000 Z Flip4 | +| | | | | 256GB Retail | +| | | | | Price $1,060 Z | +| | | | | Fold4 | +| | | | | 256GB Retail | +| | | | | Price $1,800 Z | +| | | | | Fold4 | +| | | | | 512GB Retail | +| | | | | Price $1,920 | +| | | | | S23 128GB | +| | | | | Retail Price | +| | | | | $800  | +| | | | | S23 256GB | +| | | | | Retail Price | +| | | | | $860  S23+ | +| | | | | 256GB Source: | ++----+--------------+----------------+----------------+-------------------+ +| 18 | [] | How do CRUs | Eligible | Content: ¶ | +| | | enroll in | customers | FAQ¶ ¶ Who is | +| | | the Apple | must first | eligible?¶ | +| | | ABM? | enroll with | Only Business | +| | | | Apple at htt | customers | +| | | | ps://busines | placing CRU | +| | | | s.apple.com/ | orders for | +| | | | #enrollment. | Apple iPhones | +| | | | If customers | and iPads are | +| | | | have already | eligible for | +| | | | enrolled | ABM enrollment | +| | | | with Apple | through AT&T.¶ | +| | | | and are | ¶ How do CRUs | +| | | | inquiring | enroll in the | +| | | | about the | Apple ABM?¶ | +| | | | AT&T | Eligible | +| | | | reseller ID, | customers must | +| | | | refer to the | first enroll | +| | | | on-boarding | with Apple at h | +| | | | procedures | ttps://business | +| | | | above. | .apple.com/#enr | +| | | | (Source: | ollment. If | +| | | | context) | customers have | +| | | | | already | +| | | | | enrolled with | +| | | | | Apple and are | +| | | | | inquiring about | +| | | | | the AT&T | +| | | | | reseller ID, | +| | | | | refer to the | +| | | | | on-boarding | +| | | | | procedures | +| | | | | above.¶ ¶ How | +| | | | | much does the | +| | | | | program cost?¶ | +| | | | | This is a free | +| | | | | service offered | +| | | | | by Apple and | +| | | | | AT&T. Refer to | +| | | | | Apple at Work | +| | | | | or AT&T Apple | +| | | | | Business | +| | | | | Manager for | +| | | | | more | +| | | | | information.¶ | +| | | | | ¶ Who should | +| | | | | customers call | +| | | | | if they have | +| | | | | questions about | +| | | | | the Apple ABM | +| | | | | portal?¶ Refer | +| | | | | customers to | +| | | | | Apple Business | +| | | | | Manager User | +| | | | | Guide.¶ ¶ Can | +| | | | | the customer | +| | | | | have multiple | +| | | | | enrollment IDs | +| | | | | associated with | +| | | | | their FAN?¶ | +| | | | | No. They can | +| | | | | have only one | +| | | | | enrollment ID.¶ | +| | | | | ¶ What if the | +| | | | | customer wants | +| | | | | to cancel their | +| | | | | enrollment in | +| | | | | the program?¶ | +| | | | | A FAN profile | +| | | | | update request | +| | | | | would need to | +| | | | | be submitted | +| | | | | requesting | +| | | | | removal of the | +| | | | | "Apple DEP" | +| | | | | indicator and | +| | | | | ABM | +| | | | | Organization | +| | | | | ID.¶ ¶ back | +| | | | | to top Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Know | What | +| | | | | the Customer | +| | | | | Needs to Know | | +| | | | | Onboarding | +| | | | | Procedures | | +| | | | | Troubleshooting | +| | | | | | FAQ ¶ ¶ | +| | | | | Apple Business | +| | | | | Manager (ABM) | +| | | | | (formerly Apple | +| | | | | "DEP") provides | +| | | | | a fast, | +| | | | | streamlined way | +| | | | | for CRU | +| | | | | customers to | +| | | | | easily deploy | +| | | | | and manage new | +| | | | | iOS devices | +| | | | | purchased from | +| | | | | AT&T. ABM | +| | | | | enrollment | +| | | | | takes place in | +| | | | | three stages:¶ | +| | | | | ¶ Stage 1: | +| | | | | Customer must | +| | | | | first enroll in | +| | | | | ABM directly | +| | | | | with Apple and | +| | | | | obtain an Apple | +| | | | | Organization | +| | | | | ID. The | +| | | | | customer sets | +| | | | | up their MDM | +| | | | | configuration | +| | | | | profile on ABM. | +| | | | | Stage 2: The | +| | | | | Sales Account | +| | | | | Team and | +| | | | | customer work | +| | | | | together to | +| | | | | complete AT&T's | +| | | | | on-boarding | +| | | | | process. Stage | +| | | | | 3: Once setup | +| | | | | with AT&T on | +| | | | | ABM, newly | +| | | | | purchased iOS | +| | | | | devices will be | +| | | | | enrolled in | +| | | | | ABM. When | +| | | | | devices are | +| | | | | first powered | +| | | | | on, they will | +| | | | | be configured | +| | | | | automatically | +| | | | | with the | +| | | | | customer’s | +| | | | | established | +| | | | | settings. What | +| | | | | I Need to Know | +| | | | | ¶ ¶ | +| | | | | Eligibility | +| | | | | Requirements¶ | +| | | | | ¶ CRU | +| | | | | customers with | +| | | | | a FAN are | +| | | | | eligible to | +| | | | | enroll into | +| | | | | AT&T’s ABM | +| | | | | device | +| | | | | enrollment | +| | | | | program. Small | +| | | | | Business | +| | | | | customers in | +| | | | | myAT&T, | +| | | | | Signature, Non | +| | | | | FAN-CRUs, and | +| | | | | Consumers are | +| | | | | NOT eligible to | +| | | | | enroll into | +| | | | | DEP. Customers | +| | | | | must have an | +| | | | | Apple | +| | | | | Organization ID | +| | | | | issued from the | +| | | | | ABM portal. | +| | | | | Customer has to | +| | | | | have either | +| | | | | “Web References | +| | | | | enabled” or | +| | | | | sign a contract | +| | | | | agreement for | +| | | | | the ABM terms | +| | | | | and conditions | +| | | | | to enroll | +| | | | | through AT&T. | +| | | | | The chart below | +| | | | | outlines which | +| | | | | Apple devices | +| | | | | are eligible to | +| | | | | enroll into ABM | +| | | | | through AT&T. | +| | | | | Chart ¶ ¶ | +| | | | | Device | +| | | | | Eligibility | +| | | | | Device Details | +| | | | | Eligible ¶ | +| | | | | CRU Apple | +| | | | | iPhones and | +| | | | | iPads (referred | +| | | | | to as "Apple | +| | | | | devices")New | +| | | | | Apple devices | +| | | | | purchased via | +| | | | | Premier, OPUS | +| | | | | ordersNew Apple | +| | | | | devices | +| | | | | purchased at | +| | | | | Retail | +| | | | | locations.New | +| | | | | Apple devices | +| | | | | purchased as | +| | | | | Buy Online Pick | +| | | | | Up In Store (BO | +| | | | | PIS).Existing | +| | | | | Apple devices | +| | | | | purchased | +| | | | | within 24 | +| | | | | months prior to | +| | | | | enrollment in | +| | | | | AT&T’s ABM | +| | | | | program, know | +| | | | | as "Lookback."¶ | +| | | | | ¶ Note: | +| | | | | Devices | +| | | | | purchased in | +| | | | | AT&T Retail | +| | | | | (BOPIS | +| | | | | included) will | +| | | | | take up to 48 | +| | | | | hours for ABM | +| | | | | enrollment. See | +| | | | | troubleshooting | +| | | | | section for | +| | | | | help.¶ Not | +| | | | | Eligible ¶ | +| | | | | SIG, certified | +| | | | | like-new, and | +| | | | | refurbished | +| | | | | devicesOther | +| | | | | iOS devices, | +| | | | | such as iOS | +| | | | | wearable | +| | | | | devices, Mac or | +| | | | | Apple | +| | | | | TV’sApple- | +| | | | | branded | +| | | | | iPhones, iPads | +| | | | | and other iOS | +| | | | | devices | +| | | | | provided | +| | | | | through 3rd | +| | | | | party warranty | +| | | | | or insurance co | +| | | | | mpaniesBYOD/COA | +| | | | | M Apple devices | +| | | | | Enterprise On | +| | | | | DemandABM | +| | | | | international | +| | | | | enrollment¶ | +| | | | | back to top¶ ¶ | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know¶ ¶ | +| | | | | Customer signs | +| | | | | up for ABM with | +| | | | | Apple:¶ ¶ For | +| | | | | initial | +| | | | | information the | +| | | | | customer can | +| | | | | learn about ABM | +| | | | | by going to | +| | | | | Apple at Work. | +| | | | | The customer | +| | | | | goes to https:/ | +| | | | | /business.apple | +| | | | | .com/#enrollmen | +| | | | | t to sign up | +| | | | | for ABM with | +| | | | | Apple. Note: | +| | | | | AT&T | +| | | | | representatives | +| | | | | should not be p | +| | | | | articipating/as | +| | | | | sisting a | +| | | | | customer with | +| | | | | ABM sign-up on | +| | | | | the Apple site. | +| | | | | Apple provides | +| | | | | the customer a | +| | | | | unique Apple | +| | | | | Organization ID | +| | | | | after | +| | | | | enrollment. | +| | | | | This | +| | | | | information | +| | | | | will be | +| | | | | required by | +| | | | | AT&T to | +| | | | | complete | +| | | | | enrollment | +| | | | | Note: This is | +| | | | | sometime | +| | | | | referred to as | +| | | | | "ABM Account" | +| | | | | or "Org ID" or | +| | | | | formerly | +| | | | | "Customer DEP | +| | | | | ID." During | +| | | | | setup on the | +| | | | | Apple site, the | +| | | | | customer must | +| | | | | add AT&T as a | +| | | | | Reseller on | +| | | | | their ABM | +| | | | | account to | +| | | | | authorize AT&T | +| | | | | to submit their | +| | | | | AT&T device | +| | | | | information. | +| | | | | (AT&T Reseller | +| | | | | ID: 722D390) | +| | | | | Customer adds | +| | | | | their Mobile | +| | | | | Device | +| | | | | Management | +| | | | | (MDM) Server | +| | | | | information on | +| | | | | their ABM | +| | | | | portal. The | +| | | | | Customer then | +| | | | | contacts their | +| | | | | AT&T seller to | +| | | | | enroll in ABM | +| | | | | with AT&T. ABM | +| | | | | On-Boarding | +| | | | | Process ¶ | +| | | | | Step On- | +| | | | | Boarding | +| | | | | Process ¶ | +| | | | | AT&T seller/rep | +| | | | | verifies if the | +| | | | | customer has | +| | | | | "web-references | +| | | | | enabled" | +| | | | | through FAST or | +| | | | | ROME.¶ ¶ If | +| | | | | enabled, | +| | | | | proceed to the | +| | | | | Step 2.If not | +| | | | | enabled, the | +| | | | | seller must | +| | | | | first engage | +| | | | | the Customer | +| | | | | Mobility | +| | | | | Contract Team | +| | | | | to have the | +| | | | | customer sign a | +| | | | | legal agreement | +| | | | | for ABM terms | +| | | | | and | +| | | | | conditions.¶ ¶ | +| | | | | BCS Rep or | +| | | | | Sales Account | +| | | | | Team emails the | +| | | | | ABM Customer | +| | | | | Instructions | +| | | | | and Participant | +| | | | | Request Form to | +| | | | | the customer. | +| | | | | Use Emailable | +| | | | | Customer | +| | | | | Forms.¶ ¶ Set | +| | | | | expectations:¶ | +| | | | | ¶ Ensure the | +| | | | | requestor is | +| | | | | listed in | +| | | | | AT&T's account | +| | | | | profile as | +| | | | | "primary" or | +| | | | | "day-to-day" | +| | | | | contact; | +| | | | | otherwise the | +| | | | | request will be | +| | | | | rejected by the | +| | | | | profiles | +| | | | | team.Confirm | +| | | | | the customer's | +| | | | | email | +| | | | | address.Inform | +| | | | | the customer | +| | | | | they must | +| | | | | complete the | +| | | | | form and submit | +| | | | | it with 2 | +| | | | | required | +| | | | | screenshots | +| | | | | from their ABM | +| | | | | portal:¶ | +| | | | | Source: | +| | | | | Content: The | +| | | | | account holder | +| | | | | may enroll by | +| | | | | accessing | +| | | | | Premier at the | +| | | | | AT&T | +| | | | | Sponsorship | +| | | | | Program. CRU | +| | | | | ¶ ConsumerNew | +| | | | | AT&T Signature | +| | | | | Program (same a | +| | | | | greement)Existi | +| | | | | ng AT&T | +| | | | | Signature | +| | | | | ProgramB2B | +| | | | | (non-FAN | +| | | | | CRU)Existing | +| | | | | SBPLExisting | +| | | | | Sole | +| | | | | Proprietorship¶ | +| | | | | ToBR ¶ | +| | | | | Processed in | +| | | | | AT&T Retail | +| | | | | locations if | +| | | | | the ToBR | +| | | | | Authorization | +| | | | | SOC was added, | +| | | | | orThe customer | +| | | | | contacts BME at | +| | | | | 800.999.5445.¶ | +| | | | | CRU (same | +| | | | | parent company) | +| | | | | FAN Move ¶ | +| | | | | The seller may | +| | | | | submit a | +| | | | | request via the | +| | | | | eTeam form.An | +| | | | | EBS AOP/telecom | +| | | | | manager (TCM) | +| | | | | may call at 8BM | +| | | | | E00.999.5445.A | +| | | | | SB TCM may call | +| | | | | Business | +| | | | | Mobility Center | +| | | | | (BMC). See the | +| | | | | number in the | +| | | | | Directory | +| | | | | Tool.¶ CRU | +| | | | | (different | +| | | | | parent company) | +| | | | | Enrollment ¶ | +| | | | | The seller may | +| | | | | submit a | +| | | | | request via the | +| | | | | eTeam | +| | | | | form.AOP/TCM | +| | | | | may call BME at | +| | | | | 800.999.5445.¶ | +| | | | | AT&T Signature | +| | | | | Program AT&T | +| | | | | Signature | +| | | | | Program (same | +| | | | | person) AT&T | +| | | | | Signature | +| | | | | Program | +| | | | | Sponsorship | +| | | | | Enrollment | +| | | | | Account holder | +| | | | | may enroll by | +| | | | | accessing | +| | | | | Premier at the | +| | | | | AT&T AT&T | +| | | | | Sponsorship | +| | | | | Program. ¶ Co | +| | | | | nsumerExisting | +| | | | | AT&T Signature | +| | | | | ProgramB2B | +| | | | | (non-FAN | +| | | | | CRU)Existing | +| | | | | SBPLExisting | +| | | | | Sole | +| | | | | Proprietorship¶ | +| | | | | ToBR ¶ | +| | | | | Processed in | +| | | | | AT&T Retail | +| | | | | locations using | +| | | | | the same steps | +| | | | | as used for | +| | | | | Consumers, | +| | | | | orThe customer | +| | | | | contacts BME at | +| | | | | 800.999.5445.¶ | +| | | | | Consumer (same | +| | | | | person) FAN | +| | | | | Detachment | +| | | | | Customer calls | +| | | | | 800-331-0500. | +| | | | | ¶ AT&T | +| | | | | Signature Progr | +| | | | | amConsumerSB | +| | | | | CRUB2B (non-FAN | +| | | | | CRU)Sole Propri | +| | | | | etorshipSBPL¶ | +| | | | | CRU (same or | +| | | | | different | +| | | | | parent company) | +| | | | | Enrollment ¶ | +| | | | | The seller may | +| | | | | submit a | +| | | | | request via the | +| | | | | eTeam form.An | +| | | | | AOP/TCM may | +| | | | | call BME at 800 | +| | | | | .999.5445.End- | +| | | | | users may call | +| | | | | BME at | +| | | | | 800.999.5445 as | +| | | | | long as the | +| | | | | end-user | +| | | | | maintenance | +| | | | | capabilities | +| | | | | allow them to | +| | | | | perform FAN | +| | | | | Enrollments.¶ | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Acronyms/De | +| | | | | finitions | | +| | | | | Enrollment | +| | | | | Rules | | +| | | | | Enrollment | +| | | | | Information | | +| | | | | Procedures | | +| | | | | FAQ¶ ¶ This | +| | | | | article | +| | | | | provides | +| | | | | instructions to | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS) | +| | | | | representatives | +| | | | | for supporting | +| | | | | CRU enrollment | +| | | | | requests in | +| | | | | which the | +| | | | | customer would | +| | | | | like to | +| | | | | transfer | +| | | | | ownership and | +| | | | | financial | +| | | | | responsibility | +| | | | | of a service | +| | | | | (or services) | +| | | | | to another | +| | | | | liable party.¶ | +| | | | | ¶ If the | +| | | | | caller prefers | +| | | | | Spanish, | +| | | | | transfer the | +| | | | | call using the | +| | | | | Spanish speed | +| | | | | dial located in | +| | | | | the Directory | +| | | | | Tool. If you | +| | | | | are in a | +| | | | | Spanish queue, | +| | | | | assist both | +| | | | | Spanish | +| | | | | speaking | +| | | | | customers and | +| | | | | Retail in | +| | | | | performing CRU | +| | | | | Enrollment | +| | | | | requests.¶ ¶ | +| | | | | Acronyms/Defini | +| | | | | tions ¶ ¶ | +| | | | | Acronym | +| | | | | Definition | +| | | | | AOP/TCM | +| | | | | Authorized | +| | | | | Order | +| | | | | Placer/Telecom | +| | | | | Manager. CRU | +| | | | | Corporate | +| | | | | Responsibility | +| | | | | User: The | +| | | | | ownership of | +| | | | | the mobile | +| | | | | number is | +| | | | | transferring to | +| | | | | a contracted | +| | | | | (FAN) CRU | +| | | | | account. EIP | +| | | | | Equipment | +| | | | | Installment | +| | | | | Plan. OAH | +| | | | | Original | +| | | | | Account Holder | +| | | | | - The customer | +| | | | | who provides | +| | | | | authorization. | +| | | | | RAH Receiving | +| | | | | Account Holder | +| | | | | - The customer | +| | | | | who accepts the | +| | | | | authorized | +| | | | | line. VID | +| | | | | Verbal | +| | | | | Identification | +| | | | | Process. ¶ ¶ | +| | | | | Enrollment | +| | | | | Rules ¶ ¶ | +| | | | | Rules for CRU | +| | | | | Enrollments to | +| | | | | Existing | +| | | | | Accounts¶ ¶ | +| | | | | VID¶ ¶ Use | +| | | | | the | +| | | | | verification | +| | | | | process for a | +| | | | | CTN moving to | +| | | | | an existing | +| | | | | account. | +| | | | | Verify the | +| | | | | existing | +| | | | | account the | +| | | | | service is | +| | | | | moving to | +| | | | | according to | +| | | | | the Account | +| | | | | Verification | +| | | | | Process - BCSS. | +| | | | | Review FAN | +| | | | | profile notes | +| | | | | for any | +| | | | | additional | +| | | | | exceptions or | +| | | | | special | +| | | | | instructions | +| | | | | for processing | +| | | | | a CRU | +| | | | | Enrollment. | +| | | | | VID Failure¶ ¶ | +| | | | | If the caller | +| | | | | cannot properly | +| | | | | verify the | +| | | | | account, let | +| | | | | them know we | +| | | | | are unable to | +| | | | | assist them | +| | | | | with their | +| | | | | request.¶ ¶ | +| | | | | Billing Rules | +| | | | | (Advance to | +| | | | | Arrears)¶ ¶ | +| | | | | All new | +| | | | | services are | +| | | | | activated with | +| | | | | Advanced | +| | | | | Billing; | +| | | | | however, there | +| | | | | are still some | +| | | | | older accounts | +| | | | | being billed in | +| | | | | arrears. When a | +| | | | | customer | +| | | | | requests to be | +| | | | | enrolled to an | +| | | | | account, review | +| | | | | the billing | +| | | | | method to | +| | | | | determine if | +| | | | | the transaction | +| | | | | can be | +| | | | | performed.¶ ¶ | +| | | | | Not Possible:¶ | +| | | | | ¶ Advance line | +| | | | | changing to | +| | | | | Arrears billing | +| | | | | account - The | +| | | | | line needs to | +| | | | | be moved to | +| | | | | another account | +| | | | | with a matching | +| | | | | billing | +| | | | | method.¶ | +| | | | | Possible:¶ | +| | | | | Arrears line | +| | | | | changes to | +| | | | | advance billing | +| | | | | when attached | +| | | | | to an Advance | +| | | | | billing | +| | | | | account.Advance | +| | | | | line to Advance | +| | | | | billing account | +| | | | | and Arrears | +| | | | | line to Arrears | +| | | | | billing | +| | | | | account.Advance | +| | | | | line to | +| | | | | Government FAN | +| | | | | attached to an | +| | | | | Arrears billing | +| | | | | account. | +| | | | | Either: | +| | | | | Signature | +| | | | | Program | +| | | | | Sponsorship | +| | | | | Enrollments: | +| | | | | Adding a FAN¶ | +| | | | | Submit a Tier 2 | +| | | | | Clarify Case to | +| | | | | complete the en | +| | | | | rollment.Contac | +| | | | | t the NSC | +| | | | | Resolutions | +| | | | | Team.¶ ¶ For | +| | | | | more | +| | | | | information, | +| | | | | see | +| | | | | Advance/Arrears | +| | | | | Billing and | +| | | | | Expectations.¶ | +| | | | | ¶ Enrollment | +| | | | | Business Rules¶ | +| | | | | ¶ Rule | +| | | | | Definition | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up ¶ SB CRU | +| | | | | Enrollments: If | +| | | | | the credit | +| | | | | check returns | +| | | | | without a | +| | | | | deposit | +| | | | | request, the | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up may be | +| | | | | eligible to | +| | | | | move to the | +| | | | | receiving | +| | | | | customer. The | +| | | | | credit check | +| | | | | ultimately | +| | | | | determines if | +| | | | | the AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up can be | +| | | | | transferred. If | +| | | | | it returns with | +| | | | | a deposit | +| | | | | request, the | +| | | | | original | +| | | | | customer needs | +| | | | | to pay the | +| | | | | balance of the | +| | | | | installment | +| | | | | plan before the | +| | | | | enrollment can | +| | | | | be completed.¶ | +| | | | | ¶ GBS CRU | +| | | | | Enrollments: If | +| | | | | the receiving | +| | | | | customer does | +| | | | | not accept | +| | | | | responsibility, | +| | | | | the current | +| | | | | customer must | +| | | | | pay the | +| | | | | remaining | +| | | | | balance on the | +| | | | | installment | +| | | | | plan before | +| | | | | performing the | +| | | | | enrollment.¶ ¶ | +| | | | | For additional | +| | | | | information, | +| | | | | see the Device | +| | | | | Installment | +| | | | | Hub.¶ | +| | | | | Accessory | +| | | | | Installment | +| | | | | Plan A full | +| | | | | payoff of the | +| | | | | remaining | +| | | | | installment | +| | | | | balance needs | +| | | | | to be | +| | | | | processed, | +| | | | | prior to a | +| | | | | customer being | +| | | | | eligible for | +| | | | | enrollment. | +| | | | | Account Tenure | +| | | | | There is no | +| | | | | account tenure | +| | | | | requirement to | +| | | | | process an | +| | | | | enrollment. The | +| | | | | line can be | +| | | | | enrolled at any | +| | | | | time after the | +| | | | | activation | +| | | | | date. Combined | +| | | | | Bill ¶ | +| | | | | Combined Bill | +| | | | | allows | +| | | | | customers with | +| | | | | Mobility and | +| | | | | Wired services | +| | | | | to receive one | +| | | | | invoice for | +| | | | | their | +| | | | | communication | +| | | | | charges. This | +| | | | | includes wired, | +| | | | | wireless, | +| | | | | internet and | +| | | | | long distance | +| | | | | services | +| | | | | combined on a | +| | | | | single monthly | +| | | | | bill from | +| | | | | AT&T.¶ ¶ | +| | | | | There are no | +| | | | | special | +| | | | | restrictions on | +| | | | | a customer’s | +| | | | | ability to | +| | | | | ToBR/Enroll to | +| | | | | or from a | +| | | | | Combined Bill | +| | | | | account.¶ ¶ | +| | | | | Customers can | +| | | | | ToBR/Enroll | +| | | | | from a Combined | +| | | | | Bill account.Cu | +| | | | | stomers can | +| | | | | ToBR/Enroll to | +| | | | | a Combined Bill | +| | | | | account.¶ | +| | | | | Converted | +| | | | | Accounts ¶ | +| | | | | Zodiac | +| | | | | customers must | +| | | | | select an | +| | | | | available AT&T | +| | | | | rate plan and | +| | | | | features when | +| | | | | moving off the | +| | | | | Zodiac Holding | +| | | | | FAN.Cellular | +| | | | | One, Dobson, | +| | | | | and Centennial | +| | | | | customers must | +| | | | | upgrade their | +| | | | | Source: | +| | | | | Content: | +| | | | | Escalation | +| | | | | Process.¶ ¶ | +| | | | | Need an Apple | +| | | | | Organization ID | +| | | | | ¶ Explain to | +| | | | | the customer | +| | | | | how to look up | +| | | | | their | +| | | | | Organization ID | +| | | | | through their | +| | | | | ABM portal: | +| | | | | Settings / | +| | | | | Enrollment | +| | | | | Information / | +| | | | | Organization | +| | | | | Info.If they | +| | | | | have not | +| | | | | enrolled in ABM | +| | | | | through Apple, | +| | | | | provide the | +| | | | | following link | +| | | | | to sign up for | +| | | | | ABM with Apple: | +| | | | | https://busines | +| | | | | s.apple.com/#en | +| | | | | rollment¶ | +| | | | | Place order | +| | | | | after ABM on- | +| | | | | boarding | +| | | | | process ¶ Let | +| | | | | the customer | +| | | | | know that once | +| | | | | the customer | +| | | | | has received | +| | | | | the "Congratula | +| | | | | tions" email | +| | | | | from AT&T, the | +| | | | | on-boarding | +| | | | | process is | +| | | | | complete. The | +| | | | | customer can | +| | | | | place a test | +| | | | | order to | +| | | | | validate | +| | | | | everything is | +| | | | | set up | +| | | | | correctly when | +| | | | | they can see | +| | | | | their new | +| | | | | devices on | +| | | | | their ABM | +| | | | | portal. (This | +| | | | | is optional.) | +| | | | | Otherwise, they | +| | | | | can place a | +| | | | | normal order | +| | | | | and follow the | +| | | | | same steps.¶ | +| | | | | Submit | +| | | | | Participant | +| | | | | Request form ¶ | +| | | | | Email a copy of | +| | | | | the Customer | +| | | | | Instructions | +| | | | | and Participant | +| | | | | Request Form to | +| | | | | the customer. | +| | | | | Use Emailable | +| | | | | Customer | +| | | | | Forms.Tell the | +| | | | | customer that | +| | | | | the form | +| | | | | contains | +| | | | | directions for | +| | | | | filling it out, | +| | | | | where to email | +| | | | | the completed | +| | | | | form and the | +| | | | | required | +| | | | | screenshots and | +| | | | | other | +| | | | | documents.The | +| | | | | email must be | +| | | | | submitted by an | +| | | | | authorized | +| | | | | "primary" or | +| | | | | "day to day" | +| | | | | contact and | +| | | | | must be sent | +| | | | | from the | +| | | | | customer’s | +| | | | | business | +| | | | | email.¶ ¶ ¶ | +| | | | | ABM Device | +| | | | | Enrollment | +| | | | | Issues ¶ | +| | | | | Device | +| | | | | Scenarios | +| | | | | Resolution | +| | | | | Apple Error | +| | | | | Submission | +| | | | | Email ¶ Apple | +| | | | | sends an email | +| | | | | to the customer | +| | | | | when the device | +| | | | | enrollment | +| | | | | process fails | +| | | | | between Apple | +| | | | | and AT&T.¶ ¶ | +| | | | | Access Order | +| | | | | Track.Search | +| | | | | for customer by | +| | | | | IMEI or AT&T | +| | | | | Order | +| | | | | Number.Click | +| | | | | the DEP Status | +| | | | | field and take | +| | | | | note of the | +| | | | | error | +| | | | | code.Contact | +| | | | | SSO for | +| | | | | assistance and | +| | | | | give them the | +| | | | | error code.¶ | +| | | | | DEP Error in | +| | | | | Apple DEP | +| | | | | Status Field in | +| | | | | Order Track ¶ | +| | | | | Click the DEP | +| | | | | Status field | +| | | | | and take note | +| | | | | of the error | +| | | | | code.Contact | +| | | | | SSO for | +| | | | | assistance and | +| | | | | give them the | +| | | | | error code.¶ | +| | | | | Device | +| | | | | purchased in | +| | | | | retail but not | +| | | | | enrolled in ABM | +| | | | | ¶ Confirm | +| | | | | customer is | +| | | | | onboarded in | +| | | | | Apple Business | +| | | | | ManagerAsk | +| | | | | customer to | +| | | | | check device | +| | | | | settings to | +| | | | | confirm if they | +| | | | | see the | +| | | | | business | +| | | | | nameFollow the | +| | | | | scenario matrix | +| | | | | below if not | +| | | | | enrolled¶ ¶ | +| | | | | IfThenEnrolled | +| | | | | in ABM and its | +| | | | | been less than | +| | | | | 48 hours from a | +| | | | | ctivation.Advis | +| | | | | e the customer | +| | | | | to wait 48 | +| | | | | hours and then | +| | | | | perform a | +| | | | | factory reset | +| | | | | on their | +| | | | | deviceEnrolled | +| | | | | in ABM and more | +| | | | | than 48 hours | +| | | | | have passed.¶ | +| | | | | Ensure customer | +| | | | | has completed a | +| | | | | factory resetIf | +| | | | | the business | +| | | | | name is not | +| | | | | listed in the | +| | | | | device | +| | | | | settings¶ | +| | | | | Direct the | +| | | | | customer to | +| | | | | their account | +| | | | | team¶ Account | +| | | | | team can engage | +| | | | | the AT&T ABM | +| | | | | admin team for | +| | | | | assistance with | +| | | | | device | +| | | | | enrollment.¶ ¶ | +| | | | | ¶ ¶ ¶ ¶ ¶ | +| | | | | ¶ Enroll | +| | | | | existing Apple | +| | | | | devices | +| | | | | purchased prior | +| | | | | to ABM | +| | | | | enrollment. | +| | | | | Also known as | +| | | | | "Lookback". | +| | | | | Refer the | +| | | | | customer to | +| | | | | their seller to | +| | | | | submit a | +| | | | | "Lookback" | +| | | | | request. How | +| | | | | to use ABM | +| | | | | Portal ¶ | +| | | | | Refer the | +| | | | | customer to | +| | | | | Apple. Here are | +| | | | | two resources:¶ | +| | | | | ¶ Apple | +| | | | | Support Number: | +| | | | | 866.902.7144, | +| | | | | Monday-Friday, | +| | | | | 8:00am-7:00pm | +| | | | | CSTOnline | +| | | | | support: Apple | +| | | | | Business | +| | | | | Manager User | +| | | | | Guide¶ | +| | | | | Incorrect | +| | | | | Organization ID | +| | | | | listed in FaST | +| | | | | ¶ Access Order | +| | | | | Track.Search | +| | | | | for customer by | +| | | | | IMEI or AT&T | +| | | | | Order | +| | | | | Number.Click | +| | | | | the DEP Status | +| | | | | field and take | +| | | | | note of the | +| | | | | error | +| | | | | code.Contact | +| | | | | SSO for | +| | | | | assistance and | +| | | | | give them the | +| | | | | error code.¶ | +| | | | | Newly purchased | +| | | | | Apple device | +| | | | | does not appear | +| | | | | in the ABM | +| | | | | portal ¶ Have | +| | | | | the customer | +| | | | | search in their | +| | | | | ABM portal | +| | | | | using the Apple | +| | | | | order number | +| | | | | provided in the | +| | | | | email from | +| | | | | Apple.Check | +| | | | | FaST, to see if | +| | | | | the | +| | | | | Organization ID | +| | | | | displays on the | +| | | | | DMP and DEP | +| | | | | tab. If it is | +| | | | | missing, | +| | | | | contact | +| | | | | SSO.Check Order | +| | | | | track, to view | +| | | | | the DEP status | +| | | | | field. If it is | +| | | | | blank or has an | +| | | | | error code, | +| | | | | contact SSO.¶ | +| | | | | MDM | +| | | | | configuration | +| | | | | issues with | +| | | | | device ¶ | +| | | | | Inform the | +| | | | | customer to | +| | | | | restore the | +| | | | | device to | +| | | | | factory | +| | | | | settings, which | +| | | | | then activates | +| | | | | the devices | +| | | | | with the MDM | +| | | | | profile | +| | | | | configuration.¶ | +| | | | | ¶ To restore: | +| | | | | Go to Settings | +| | | | | > General > | +| | | | | Reset > Erase | +| | | | | All Content and | +| | | | | Settings.¶ MDM | +| | | | | server | +| | | | | issues/add MDM | +| | | | | server Refer | +| | | | | Company Admins | +| | | | | who are having | +| | | | | MDM profile | +| | | | | configuration | +| | | | | issues with the | +| | | | | MDM server to | +| | | | | Add MDM | +| | | | | Servers. | +| | | | | Searching in | +| | | | | the ABM portal | +| | | | | ¶ Inform the | +| | | | | customer to use | +| | | | | the Apple order | +| | | | | number to | +| | | | | search for | +| | | | | newly purchased | +| | | | | Apple | +| | | | | device(s).¶ ¶ | +| | | | | Note: The AT&T | +| | | | | order number | +| | | | | may not bring | +| | | | | up their | +| | | | | ordered | +| | | | | device(s).¶ | +| | | | | back to top¶ | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 19 | [] | How do I | To enroll in | Content: Jump | +| | | enroll in | ABM through | to: What I Need | +| | | ABM through | Apple, you | to Know | What | +| | | Apple? | need to go | the Customer | +| | | | to the Apple | Needs to Know | | +| | | | DEP portal | Onboarding | +| | | | at https://b | Procedures | | +| | | | usiness.appl | Troubleshooting | +| | | | e.com/#enrol | | FAQ ¶ ¶ | +| | | | lment and | Apple Business | +| | | | sign up for | Manager (ABM) | +| | | | ABM with | (formerly Apple | +| | | | Apple. | "DEP") provides | +| | | | During setup | a fast, | +| | | | on the Apple | streamlined way | +| | | | site, you | for CRU | +| | | | must add | customers to | +| | | | AT&T as a | easily deploy | +| | | | Reseller on | and manage new | +| | | | your ABM | iOS devices | +| | | | account to | purchased from | +| | | | authorize | AT&T. ABM | +| | | | AT&T to | enrollment | +| | | | submit your | takes place in | +| | | | AT&T device | three stages:¶ | +| | | | information. | ¶ Stage 1: | +| | | | (AT&T | Customer must | +| | | | Reseller ID: | first enroll in | +| | | | 722D390). | ABM directly | +| | | | Once you | with Apple and | +| | | | have | obtain an Apple | +| | | | enrolled | Organization | +| | | | with Apple, | ID. The | +| | | | you can | customer sets | +| | | | contact your | up their MDM | +| | | | AT&T seller | configuration | +| | | | to enroll in | profile on ABM. | +| | | | ABM with | Stage 2: The | +| | | | AT&T. | Sales Account | +| | | | (Source: | Team and | +| | | | context) | customer work | +| | | | | together to | +| | | | | complete AT&T's | +| | | | | on-boarding | +| | | | | process. Stage | +| | | | | 3: Once setup | +| | | | | with AT&T on | +| | | | | ABM, newly | +| | | | | purchased iOS | +| | | | | devices will be | +| | | | | enrolled in | +| | | | | ABM. When | +| | | | | devices are | +| | | | | first powered | +| | | | | on, they will | +| | | | | be configured | +| | | | | automatically | +| | | | | with the | +| | | | | customer’s | +| | | | | established | +| | | | | settings. What | +| | | | | I Need to Know | +| | | | | ¶ ¶ | +| | | | | Eligibility | +| | | | | Requirements¶ | +| | | | | ¶ CRU | +| | | | | customers with | +| | | | | a FAN are | +| | | | | eligible to | +| | | | | enroll into | +| | | | | AT&T’s ABM | +| | | | | device | +| | | | | enrollment | +| | | | | program. Small | +| | | | | Business | +| | | | | customers in | +| | | | | myAT&T, | +| | | | | Signature, Non | +| | | | | FAN-CRUs, and | +| | | | | Consumers are | +| | | | | NOT eligible to | +| | | | | enroll into | +| | | | | DEP. Customers | +| | | | | must have an | +| | | | | Apple | +| | | | | Organization ID | +| | | | | issued from the | +| | | | | ABM portal. | +| | | | | Customer has to | +| | | | | have either | +| | | | | “Web References | +| | | | | enabled” or | +| | | | | sign a contract | +| | | | | agreement for | +| | | | | the ABM terms | +| | | | | and conditions | +| | | | | to enroll | +| | | | | through AT&T. | +| | | | | The chart below | +| | | | | outlines which | +| | | | | Apple devices | +| | | | | are eligible to | +| | | | | enroll into ABM | +| | | | | through AT&T. | +| | | | | Chart ¶ ¶ | +| | | | | Device | +| | | | | Eligibility | +| | | | | Device Details | +| | | | | Eligible ¶ | +| | | | | CRU Apple | +| | | | | iPhones and | +| | | | | iPads (referred | +| | | | | to as "Apple | +| | | | | devices")New | +| | | | | Apple devices | +| | | | | purchased via | +| | | | | Premier, OPUS | +| | | | | ordersNew Apple | +| | | | | devices | +| | | | | purchased at | +| | | | | Retail | +| | | | | locations.New | +| | | | | Apple devices | +| | | | | purchased as | +| | | | | Buy Online Pick | +| | | | | Up In Store (BO | +| | | | | PIS).Existing | +| | | | | Apple devices | +| | | | | purchased | +| | | | | within 24 | +| | | | | months prior to | +| | | | | enrollment in | +| | | | | AT&T’s ABM | +| | | | | program, know | +| | | | | as "Lookback."¶ | +| | | | | ¶ Note: | +| | | | | Devices | +| | | | | purchased in | +| | | | | AT&T Retail | +| | | | | (BOPIS | +| | | | | included) will | +| | | | | take up to 48 | +| | | | | hours for ABM | +| | | | | enrollment. See | +| | | | | troubleshooting | +| | | | | section for | +| | | | | help.¶ Not | +| | | | | Eligible ¶ | +| | | | | SIG, certified | +| | | | | like-new, and | +| | | | | refurbished | +| | | | | devicesOther | +| | | | | iOS devices, | +| | | | | such as iOS | +| | | | | wearable | +| | | | | devices, Mac or | +| | | | | Apple | +| | | | | TV’sApple- | +| | | | | branded | +| | | | | iPhones, iPads | +| | | | | and other iOS | +| | | | | devices | +| | | | | provided | +| | | | | through 3rd | +| | | | | party warranty | +| | | | | or insurance co | +| | | | | mpaniesBYOD/COA | +| | | | | M Apple devices | +| | | | | Enterprise On | +| | | | | DemandABM | +| | | | | international | +| | | | | enrollment¶ | +| | | | | back to top¶ ¶ | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know¶ ¶ | +| | | | | Customer signs | +| | | | | up for ABM with | +| | | | | Apple:¶ ¶ For | +| | | | | initial | +| | | | | information the | +| | | | | customer can | +| | | | | learn about ABM | +| | | | | by going to | +| | | | | Apple at Work. | +| | | | | The customer | +| | | | | goes to https:/ | +| | | | | /business.apple | +| | | | | .com/#enrollmen | +| | | | | t to sign up | +| | | | | for ABM with | +| | | | | Apple. Note: | +| | | | | AT&T | +| | | | | representatives | +| | | | | should not be p | +| | | | | articipating/as | +| | | | | sisting a | +| | | | | customer with | +| | | | | ABM sign-up on | +| | | | | the Apple site. | +| | | | | Apple provides | +| | | | | the customer a | +| | | | | unique Apple | +| | | | | Organization ID | +| | | | | after | +| | | | | enrollment. | +| | | | | This | +| | | | | information | +| | | | | will be | +| | | | | required by | +| | | | | AT&T to | +| | | | | complete | +| | | | | enrollment | +| | | | | Note: This is | +| | | | | sometime | +| | | | | referred to as | +| | | | | "ABM Account" | +| | | | | or "Org ID" or | +| | | | | formerly | +| | | | | "Customer DEP | +| | | | | ID." During | +| | | | | setup on the | +| | | | | Apple site, the | +| | | | | customer must | +| | | | | add AT&T as a | +| | | | | Reseller on | +| | | | | their ABM | +| | | | | account to | +| | | | | authorize AT&T | +| | | | | to submit their | +| | | | | AT&T device | +| | | | | information. | +| | | | | (AT&T Reseller | +| | | | | ID: 722D390) | +| | | | | Customer adds | +| | | | | their Mobile | +| | | | | Device | +| | | | | Management | +| | | | | (MDM) Server | +| | | | | information on | +| | | | | their ABM | +| | | | | portal. The | +| | | | | Customer then | +| | | | | contacts their | +| | | | | AT&T seller to | +| | | | | enroll in ABM | +| | | | | with AT&T. ABM | +| | | | | On-Boarding | +| | | | | Process ¶ | +| | | | | Step On- | +| | | | | Boarding | +| | | | | Process ¶ | +| | | | | AT&T seller/rep | +| | | | | verifies if the | +| | | | | customer has | +| | | | | "web-references | +| | | | | enabled" | +| | | | | through FAST or | +| | | | | ROME.¶ ¶ If | +| | | | | enabled, | +| | | | | proceed to the | +| | | | | Step 2.If not | +| | | | | enabled, the | +| | | | | seller must | +| | | | | first engage | +| | | | | the Customer | +| | | | | Mobility | +| | | | | Contract Team | +| | | | | to have the | +| | | | | customer sign a | +| | | | | legal agreement | +| | | | | for ABM terms | +| | | | | and | +| | | | | conditions.¶ ¶ | +| | | | | BCS Rep or | +| | | | | Sales Account | +| | | | | Team emails the | +| | | | | ABM Customer | +| | | | | Instructions | +| | | | | and Participant | +| | | | | Request Form to | +| | | | | the customer. | +| | | | | Use Emailable | +| | | | | Customer | +| | | | | Forms.¶ ¶ Set | +| | | | | expectations:¶ | +| | | | | ¶ Ensure the | +| | | | | requestor is | +| | | | | listed in | +| | | | | AT&T's account | +| | | | | profile as | +| | | | | "primary" or | +| | | | | "day-to-day" | +| | | | | contact; | +| | | | | otherwise the | +| | | | | request will be | +| | | | | rejected by the | +| | | | | profiles | +| | | | | team.Confirm | +| | | | | the customer's | +| | | | | email | +| | | | | address.Inform | +| | | | | the customer | +| | | | | they must | +| | | | | complete the | +| | | | | form and submit | +| | | | | it with 2 | +| | | | | required | +| | | | | screenshots | +| | | | | from their ABM | +| | | | | portal:¶ | +| | | | | Source: | +| | | | | Content: ¶ | +| | | | | FAQ¶ ¶ Who is | +| | | | | eligible?¶ | +| | | | | Only Business | +| | | | | customers | +| | | | | placing CRU | +| | | | | orders for | +| | | | | Apple iPhones | +| | | | | and iPads are | +| | | | | eligible for | +| | | | | ABM enrollment | +| | | | | through AT&T.¶ | +| | | | | ¶ How do CRUs | +| | | | | enroll in the | +| | | | | Apple ABM?¶ | +| | | | | Eligible | +| | | | | customers must | +| | | | | first enroll | +| | | | | with Apple at h | +| | | | | ttps://business | +| | | | | .apple.com/#enr | +| | | | | ollment. If | +| | | | | customers have | +| | | | | already | +| | | | | enrolled with | +| | | | | Apple and are | +| | | | | inquiring about | +| | | | | the AT&T | +| | | | | reseller ID, | +| | | | | refer to the | +| | | | | on-boarding | +| | | | | procedures | +| | | | | above.¶ ¶ How | +| | | | | much does the | +| | | | | program cost?¶ | +| | | | | This is a free | +| | | | | service offered | +| | | | | by Apple and | +| | | | | AT&T. Refer to | +| | | | | Apple at Work | +| | | | | or AT&T Apple | +| | | | | Business | +| | | | | Manager for | +| | | | | more | +| | | | | information.¶ | +| | | | | ¶ Who should | +| | | | | customers call | +| | | | | if they have | +| | | | | questions about | +| | | | | the Apple ABM | +| | | | | portal?¶ Refer | +| | | | | customers to | +| | | | | Apple Business | +| | | | | Manager User | +| | | | | Guide.¶ ¶ Can | +| | | | | the customer | +| | | | | have multiple | +| | | | | enrollment IDs | +| | | | | associated with | +| | | | | their FAN?¶ | +| | | | | No. They can | +| | | | | have only one | +| | | | | enrollment ID.¶ | +| | | | | ¶ What if the | +| | | | | customer wants | +| | | | | to cancel their | +| | | | | enrollment in | +| | | | | the program?¶ | +| | | | | A FAN profile | +| | | | | update request | +| | | | | would need to | +| | | | | be submitted | +| | | | | requesting | +| | | | | removal of the | +| | | | | "Apple DEP" | +| | | | | indicator and | +| | | | | ABM | +| | | | | Organization | +| | | | | ID.¶ ¶ back | +| | | | | to top Source: | +| | | | | Content: | +| | | | | Escalation | +| | | | | Process.¶ ¶ | +| | | | | Need an Apple | +| | | | | Organization ID | +| | | | | ¶ Explain to | +| | | | | the customer | +| | | | | how to look up | +| | | | | their | +| | | | | Organization ID | +| | | | | through their | +| | | | | ABM portal: | +| | | | | Settings / | +| | | | | Enrollment | +| | | | | Information / | +| | | | | Organization | +| | | | | Info.If they | +| | | | | have not | +| | | | | enrolled in ABM | +| | | | | through Apple, | +| | | | | provide the | +| | | | | following link | +| | | | | to sign up for | +| | | | | ABM with Apple: | +| | | | | https://busines | +| | | | | s.apple.com/#en | +| | | | | rollment¶ | +| | | | | Place order | +| | | | | after ABM on- | +| | | | | boarding | +| | | | | process ¶ Let | +| | | | | the customer | +| | | | | know that once | +| | | | | the customer | +| | | | | has received | +| | | | | the "Congratula | +| | | | | tions" email | +| | | | | from AT&T, the | +| | | | | on-boarding | +| | | | | process is | +| | | | | complete. The | +| | | | | customer can | +| | | | | place a test | +| | | | | order to | +| | | | | validate | +| | | | | everything is | +| | | | | set up | +| | | | | correctly when | +| | | | | they can see | +| | | | | their new | +| | | | | devices on | +| | | | | their ABM | +| | | | | portal. (This | +| | | | | is optional.) | +| | | | | Otherwise, they | +| | | | | can place a | +| | | | | normal order | +| | | | | and follow the | +| | | | | same steps.¶ | +| | | | | Submit | +| | | | | Participant | +| | | | | Request form ¶ | +| | | | | Email a copy of | +| | | | | the Customer | +| | | | | Instructions | +| | | | | and Participant | +| | | | | Request Form to | +| | | | | the customer. | +| | | | | Use Emailable | +| | | | | Customer | +| | | | | Forms.Tell the | +| | | | | customer that | +| | | | | the form | +| | | | | contains | +| | | | | directions for | +| | | | | filling it out, | +| | | | | where to email | +| | | | | the completed | +| | | | | form and the | +| | | | | required | +| | | | | screenshots and | +| | | | | other | +| | | | | documents.The | +| | | | | email must be | +| | | | | submitted by an | +| | | | | authorized | +| | | | | "primary" or | +| | | | | "day to day" | +| | | | | contact and | +| | | | | must be sent | +| | | | | from the | +| | | | | customer’s | +| | | | | business | +| | | | | email.¶ ¶ ¶ | +| | | | | ABM Device | +| | | | | Enrollment | +| | | | | Issues ¶ | +| | | | | Device | +| | | | | Scenarios | +| | | | | Resolution | +| | | | | Apple Error | +| | | | | Submission | +| | | | | Email ¶ Apple | +| | | | | sends an email | +| | | | | to the customer | +| | | | | when the device | +| | | | | enrollment | +| | | | | process fails | +| | | | | between Apple | +| | | | | and AT&T.¶ ¶ | +| | | | | Access Order | +| | | | | Track.Search | +| | | | | for customer by | +| | | | | IMEI or AT&T | +| | | | | Order | +| | | | | Number.Click | +| | | | | the DEP Status | +| | | | | field and take | +| | | | | note of the | +| | | | | error | +| | | | | code.Contact | +| | | | | SSO for | +| | | | | assistance and | +| | | | | give them the | +| | | | | error code.¶ | +| | | | | DEP Error in | +| | | | | Apple DEP | +| | | | | Status Field in | +| | | | | Order Track ¶ | +| | | | | Click the DEP | +| | | | | Status field | +| | | | | and take note | +| | | | | of the error | +| | | | | code.Contact | +| | | | | SSO for | +| | | | | assistance and | +| | | | | give them the | +| | | | | error code.¶ | +| | | | | Device | +| | | | | purchased in | +| | | | | retail but not | +| | | | | enrolled in ABM | +| | | | | ¶ Confirm | +| | | | | customer is | +| | | | | onboarded in | +| | | | | Apple Business | +| | | | | ManagerAsk | +| | | | | customer to | +| | | | | check device | +| | | | | settings to | +| | | | | confirm if they | +| | | | | see the | +| | | | | business | +| | | | | nameFollow the | +| | | | | scenario matrix | +| | | | | below if not | +| | | | | enrolled¶ ¶ | +| | | | | IfThenEnrolled | +| | | | | in ABM and its | +| | | | | been less than | +| | | | | 48 hours from a | +| | | | | ctivation.Advis | +| | | | | e the customer | +| | | | | to wait 48 | +| | | | | hours and then | +| | | | | perform a | +| | | | | factory reset | +| | | | | on their | +| | | | | deviceEnrolled | +| | | | | in ABM and more | +| | | | | than 48 hours | +| | | | | have passed.¶ | +| | | | | Ensure customer | +| | | | | has completed a | +| | | | | factory resetIf | +| | | | | the business | +| | | | | name is not | +| | | | | listed in the | +| | | | | device | +| | | | | settings¶ | +| | | | | Direct the | +| | | | | customer to | +| | | | | their account | +| | | | | team¶ Account | +| | | | | team can engage | +| | | | | the AT&T ABM | +| | | | | admin team for | +| | | | | assistance with | +| | | | | device | +| | | | | enrollment.¶ ¶ | +| | | | | ¶ ¶ ¶ ¶ ¶ | +| | | | | ¶ Enroll | +| | | | | existing Apple | +| | | | | devices | +| | | | | purchased prior | +| | | | | to ABM | +| | | | | enrollment. | +| | | | | Also known as | +| | | | | "Lookback". | +| | | | | Refer the | +| | | | | customer to | +| | | | | their seller to | +| | | | | submit a | +| | | | | "Lookback" | +| | | | | request. How | +| | | | | to use ABM | +| | | | | Portal ¶ | +| | | | | Refer the | +| | | | | customer to | +| | | | | Apple. Here are | +| | | | | two resources:¶ | +| | | | | ¶ Apple | +| | | | | Support Number: | +| | | | | 866.902.7144, | +| | | | | Monday-Friday, | +| | | | | 8:00am-7:00pm | +| | | | | CSTOnline | +| | | | | support: Apple | +| | | | | Business | +| | | | | Manager User | +| | | | | Guide¶ | +| | | | | Incorrect | +| | | | | Organization ID | +| | | | | listed in FaST | +| | | | | ¶ Access Order | +| | | | | Track.Search | +| | | | | for customer by | +| | | | | IMEI or AT&T | +| | | | | Order | +| | | | | Number.Click | +| | | | | the DEP Status | +| | | | | field and take | +| | | | | note of the | +| | | | | error | +| | | | | code.Contact | +| | | | | SSO for | +| | | | | assistance and | +| | | | | give them the | +| | | | | error code.¶ | +| | | | | Newly purchased | +| | | | | Apple device | +| | | | | does not appear | +| | | | | in the ABM | +| | | | | portal ¶ Have | +| | | | | the customer | +| | | | | search in their | +| | | | | ABM portal | +| | | | | using the Apple | +| | | | | order number | +| | | | | provided in the | +| | | | | email from | +| | | | | Apple.Check | +| | | | | FaST, to see if | +| | | | | the | +| | | | | Organization ID | +| | | | | displays on the | +| | | | | DMP and DEP | +| | | | | tab. If it is | +| | | | | missing, | +| | | | | contact | +| | | | | SSO.Check Order | +| | | | | track, to view | +| | | | | the DEP status | +| | | | | field. If it is | +| | | | | blank or has an | +| | | | | error code, | +| | | | | contact SSO.¶ | +| | | | | MDM | +| | | | | configuration | +| | | | | issues with | +| | | | | device ¶ | +| | | | | Inform the | +| | | | | customer to | +| | | | | restore the | +| | | | | device to | +| | | | | factory | +| | | | | settings, which | +| | | | | then activates | +| | | | | the devices | +| | | | | with the MDM | +| | | | | profile | +| | | | | configuration.¶ | +| | | | | ¶ To restore: | +| | | | | Go to Settings | +| | | | | > General > | +| | | | | Reset > Erase | +| | | | | All Content and | +| | | | | Settings.¶ MDM | +| | | | | server | +| | | | | issues/add MDM | +| | | | | server Refer | +| | | | | Company Admins | +| | | | | who are having | +| | | | | MDM profile | +| | | | | configuration | +| | | | | issues with the | +| | | | | MDM server to | +| | | | | Add MDM | +| | | | | Servers. | +| | | | | Searching in | +| | | | | the ABM portal | +| | | | | ¶ Inform the | +| | | | | customer to use | +| | | | | the Apple order | +| | | | | number to | +| | | | | search for | +| | | | | newly purchased | +| | | | | Apple | +| | | | | device(s).¶ ¶ | +| | | | | Note: The AT&T | +| | | | | order number | +| | | | | may not bring | +| | | | | up their | +| | | | | ordered | +| | | | | device(s).¶ | +| | | | | back to top¶ | +| | | | | Source: | +| | | | | Content: Apple | +| | | | | Organization ID | +| | | | | screenshot: can | +| | | | | be found via | +| | | | | Settings / | +| | | | | Enrollment | +| | | | | Information / | +| | | | | Organization | +| | | | | InfoAT&T | +| | | | | Reseller ID | +| | | | | screenshot: can | +| | | | | be found via | +| | | | | Settings / | +| | | | | Device | +| | | | | Management | +| | | | | Settings / | +| | | | | Customer | +| | | | | Numbers / Edit¶ | +| | | | | Form must come | +| | | | | from the | +| | | | | customer's | +| | | | | email domain | +| | | | | (for example, j | +| | | | | ohnsmith@xyzcom | +| | | | | pany.com).Custo | +| | | | | mer may receive | +| | | | | a rejection | +| | | | | email if it is | +| | | | | not submitted | +| | | | | by an | +| | | | | authorized | +| | | | | requestor, from | +| | | | | the customer’s | +| | | | | company email, | +| | | | | form is | +| | | | | incomplete | +| | | | | and/or the | +| | | | | screenshots are | +| | | | | not included.Ot | +| | | | | herwise, the | +| | | | | customer will | +| | | | | receive a | +| | | | | confirmation | +| | | | | email within | +| | | | | 3-5 business | +| | | | | days of | +| | | | | submitting the | +| | | | | form.¶ ¶ | +| | | | | Customer emails | +| | | | | completed form | +| | | | | and required | +| | | | | screenshots to: | +| | | | | AppleDEPprofile | +| | | | | @amcustomercare | +| | | | | .att-mail.com¶ | +| | | | | ¶ Note: The | +| | | | | Profile Team | +| | | | | has a special | +| | | | | mailbox for ABM | +| | | | | enrollment.¶ ¶ | +| | | | | Profile Team | +| | | | | sends the | +| | | | | customer a | +| | | | | confirmation | +| | | | | email within | +| | | | | 3-5 business | +| | | | | days of getting | +| | | | | the customer's | +| | | | | email. Or, the | +| | | | | Profile team | +| | | | | will contact | +| | | | | the customer | +| | | | | for additional | +| | | | | information.¶ | +| | | | | ¶ Note: A case | +| | | | | # will be | +| | | | | assigned to | +| | | | | track | +| | | | | communications | +| | | | | with the | +| | | | | customer. The | +| | | | | email provides | +| | | | | an estimated | +| | | | | on-boarding | +| | | | | date for the | +| | | | | Device | +| | | | | Enrollment | +| | | | | Enablement | +| | | | | Program.¶ ¶ ( | +| | | | | Optional)Custom | +| | | | | er requests a | +| | | | | "Lookback" to | +| | | | | enroll their | +| | | | | existing Apple | +| | | | | devices. This | +| | | | | enables the | +| | | | | enrollment of | +| | | | | their existing | +| | | | | inventory of | +| | | | | eligible Apple | +| | | | | iPhone and iPad | +| | | | | devices, which | +| | | | | were purchased | +| | | | | from AT&T | +| | | | | within the past | +| | | | | 24 months.¶ ¶ | +| | | | | The customer | +| | | | | informs their | +| | | | | seller they | +| | | | | have received | +| | | | | confirmation of | +| | | | | ABM enrollment | +| | | | | from AT&T and | +| | | | | requests their | +| | | | | lookback | +| | | | | processed.The | +| | | | | seller first | +| | | | | verifies | +| | | | | completion of | +| | | | | customer's ABM | +| | | | | enrollment by | +| | | | | checking in | +| | | | | FAST that the | +| | | | | DMP & DEP tab | +| | | | | has "Apple DEP" | +| | | | | indicated with | +| | | | | "Active" status | +| | | | | and the correct | +| | | | | ABM | +| | | | | Organization | +| | | | | ID.The seller | +| | | | | then completes | +| | | | | the Apple | +| | | | | Business | +| | | | | Manager | +| | | | | Lookback | +| | | | | Request.¶ | +| | | | | Customer places | +| | | | | an order of | +| | | | | Apple devices, | +| | | | | which begins | +| | | | | automatic | +| | | | | enrollment of | +| | | | | newly purchased | +| | | | | Apple devices. | +| | | | | They can use | +| | | | | BAU ordering | +| | | | | methods: | +| | | | | National | +| | | | | Business | +| | | | | Solution Center | +| | | | | (NBSC), | +| | | | | Premier, or the | +| | | | | Sales Account | +| | | | | Team. Customer | +| | | | | verifies they | +| | | | | can view the | +| | | | | ordered devices | +| | | | | in their ABM | +| | | | | portal.¶ | +| | | | | Viewed Order De | +| | | | | vicesDetailsYes | +| | | | | On-boarding | +| | | | | process is | +| | | | | complete. | +| | | | | Customer can | +| | | | | order more | +| | | | | Apple devices, | +| | | | | as | +| | | | | needed.NoRefer | +| | | | | customer to | +| | | | | Sales Account | +| | | | | Team or | +| | | | | Customer Care | +| | | | | at 800.331.0500 | +| | | | | for assistance. | +| | | | | Note: A seller | +| | | | | can submit a | +| | | | | request to the | +| | | | | AT&T_ABM_DEP- | +| | | | | Admin to | +| | | | | inquire about | +| | | | | the issue, if | +| | | | | the customer | +| | | | | reaches out to | +| | | | | the seller for | +| | | | | support.¶ back | +| | | | | to top¶ ¶ Tro | +| | | | | ubleshooting¶ | +| | | | | ¶ Refer to the | +| | | | | below tables to | +| | | | | resolve ABM- | +| | | | | related | +| | | | | issues.¶ ¶ ¶ | +| | | | | ABM Customer | +| | | | | Enrollment | +| | | | | Issues ¶ | +| | | | | Customer | +| | | | | Scenarios | +| | | | | Resolutions | +| | | | | Add AT&T | +| | | | | Reseller ID to | +| | | | | ABM account | +| | | | | Give the | +| | | | | customer AT&T's | +| | | | | Apple Reseller | +| | | | | ID: 722D390. | +| | | | | Confirm the | +| | | | | customer has | +| | | | | entered the ID | +| | | | | correctly to | +| | | | | reduce delays | +| | | | | or enrollment | +| | | | | issues. "Apple | +| | | | | DEP" indicator | +| | | | | not appearing | +| | | | | in FaST or the | +| | | | | customer's | +| | | | | profile | +| | | | | Confirm | +| | | | | customer sent | +| | | | | in Participant | +| | | | | form. If not, | +| | | | | send out a copy | +| | | | | of the form. If | +| | | | | so, ask | +| | | | | customer to | +| | | | | check for an | +| | | | | email from the | +| | | | | Profiles team | +| | | | | asking for | +| | | | | follow-up | +| | | | | information. | +| | | | | Explain how-to | +| | | | | resolve, using | +| | | | | the Case #. | +| | | | | Cancel | +| | | | | customer's | +| | | | | enrollment in | +| | | | | ABM with AT&T | +| | | | | Submit a FAN | +| | | | | Profile Update | +| | | | | Request to | +| | | | | remove the | +| | | | | "Apple DEP" | +| | | | | indicator and | +| | | | | Apple | +| | | | | Organization | +| | | | | ID. Inform the | +| | | | | customer their | +| | | | | devices will | +| | | | | continue to be | +| | | | | enrolled in | +| | | | | ABM; they can | +| | | | | manage them | +| | | | | through the ABM | +| | | | | portal. Enroll | +| | | | | in ABM through | +| | | | | Apple ¶ Give | +| | | | | customer the | +| | | | | Apple DEP | +| | | | | portal link: ht | +| | | | | tps://business. | +| | | | | apple.com/#enro | +| | | | | llmentto sign | +| | | | | up for ABM with | +| | | | | Apple.Tell | +| | | | | customer to add | +| | | | | AT&T as a | +| | | | | reseller when | +| | | | | they enroll. | +| | | | | Reseller ID: | +| | | | | 722D390.¶ Help | +| | | | | with ABM on- | +| | | | | boarding | +| | | | | process Check | +| | | | | FaST to see if | +| | | | | the "Apple DEP" | +| | | | | indicator was | +| | | | | added.¶ ABM | +| | | | | Org | +| | | | | IDDetailsAdded¶ | +| | | | | If added, | +| | | | | verify the | +| | | | | customer’s | +| | | | | Apple | +| | | | | Organization | +| | | | | ID:¶ ¶ If | +| | | | | correct:¶ ¶ | +| | | | | Inform customer | +| | | | | to place an | +| | | | | order of Apple | +| | | | | devices.Have | +| | | | | the customer | +| | | | | verify they can | +| | | | | view the | +| | | | | ordered devices | +| | | | | in their ABM | +| | | | | portal. If not, | +| | | | | refer them to | +| | | | | their seller to | +| | | | | reach out to | +| | | | | AT&T-ABM-DEP- | +| | | | | Admin.¶ If not | +| | | | | correct, | +| | | | | contact SSO to | +| | | | | fix it.¶ Not | +| | | | | Added¶ If not | +| | | | | added, confirm | +| | | | | they submitted | +| | | | | a Participant | +| | | | | Request form. | +| | | | | Use Emailable | +| | | | | Customer | +| | | | | Forms.If form | +| | | | | was sent, | +| | | | | engage Team | +| | | | | Manager. | +| | | | | Managers should | +| | | | | follow the NSC | +| | | | | Source: | +| | | | | Content: AT&T | +| | | | | Mobile Business | +| | | | | (AMB) Agreement | +| | | | | AMB Agreements | +| | | | | extend | +| | | | | additional | +| | | | | savings to meet | +| | | | | the unique | +| | | | | needs of small | +| | | | | business | +| | | | | customers. | +| | | | | Leverage small | +| | | | | business | +| | | | | pricing on | +| | | | | AT&T's wireless | +| | | | | plans, | +| | | | | equipment, and | +| | | | | services with | +| | | | | an AT&T Mobile | +| | | | | Business | +| | | | | Agreement. | +| | | | | Benefits | +| | | | | include: | +| | | | | Monthly | +| | | | | recurring | +| | | | | discounts on | +| | | | | qualifying | +| | | | | services. | +| | | | | Activation fees | +| | | | | are | +| | | | | automatically | +| | | | | waived by the | +| | | | | system for new | +| | | | | CRU lines. | +| | | | | Dedicated | +| | | | | account | +| | | | | management for | +| | | | | authorized | +| | | | | order placers | +| | | | | (AOPs). Support | +| | | | | is available | +| | | | | 24/7. Setting | +| | | | | Expectations | | +| | | | | Procedures | | +| | | | | Business Rules | +| | | | | | | +| | | | | Troubleshooting | +| | | | | Here's How it | +| | | | | Works | +| | | | | Eligibility | +| | | | | Available to | +| | | | | Businesses with | +| | | | | 1-99 employees. | +| | | | | Must maintain | +| | | | | at least 1 | +| | | | | active CRU | +| | | | | account during | +| | | | | the entire two- | +| | | | | year term of | +| | | | | agreement. | +| | | | | Minimum of 5 | +| | | | | end-user lines | +| | | | | on qualifying | +| | | | | rate plans | +| | | | | meeting the $30 | +| | | | | or higher | +| | | | | monthly | +| | | | | recurring | +| | | | | charge (MRC) | +| | | | | requirement. | +| | | | | Discounts To | +| | | | | qualify for the | +| | | | | 8% discount, | +| | | | | customers must | +| | | | | meet the | +| | | | | agreement | +| | | | | requirements. | +| | | | | Service | +| | | | | Discounting | +| | | | | does not begin | +| | | | | until the | +| | | | | minimum number | +| | | | | of users is | +| | | | | added. Service | +| | | | | discount | +| | | | | follows a | +| | | | | tiered service | +| | | | | discount | +| | | | | structure: | +| | | | | 1-4 lines = 0% | +| | | | | (Standard) 5+ | +| | | | | lines = 8% | +| | | | | (Standard) | +| | | | | Compatible with | +| | | | | all other | +| | | | | offers for | +| | | | | which the | +| | | | | customer | +| | | | | qualifies. | +| | | | | Back to Top | +| | | | | Business Rules | +| | | | | An | +| | | | | authorization | +| | | | | note is not | +| | | | | required. | +| | | | | Exception: If | +| | | | | the line is | +| | | | | moving from an | +| | | | | existing CRU | +| | | | | account | +| | | | | (different | +| | | | | parent | +| | | | | company), the | +| | | | | existing BAN | +| | | | | must have an | +| | | | | authorization | +| | | | | note stating: | +| | | | | the AOP has | +| | | | | granted | +| | | | | permission to | +| | | | | release [enter | +| | | | | CTN(s)] to a | +| | | | | new liability. | +| | | | | Customers must | +| | | | | approve the | +| | | | | two-year AMB | +| | | | | agreement Terms | +| | | | | & Conditions | +| | | | | however, new | +| | | | | individual CRU | +| | | | | end-users have | +| | | | | the option to | +| | | | | select a zero-, | +| | | | | one-, or two- | +| | | | | year individual | +| | | | | line commitment | +| | | | | based on | +| | | | | discounted | +| | | | | Small Business | +| | | | | equipment | +| | | | | pricing. The | +| | | | | remaining | +| | | | | balance of the | +| | | | | installment | +| | | | | plan on the CTN | +| | | | | transfers to | +| | | | | the new | +| | | | | account. | +| | | | | Assisting | +| | | | | Customers in | +| | | | | AT&T Retail: | +| | | | | After verifying | +| | | | | their business, | +| | | | | BME creates the | +| | | | | new AMB if the | +| | | | | customer is | +| | | | | calling from | +| | | | | the store. | +| | | | | Retail agent | +| | | | | places a note | +| | | | | on the account | +| | | | | that the | +| | | | | business was | +| | | | | verified. If | +| | | | | the account is | +| | | | | not noted, | +| | | | | advise the | +| | | | | customer that | +| | | | | the account | +| | | | | must be noted | +| | | | | before you can | +| | | | | proceed. | +| | | | | If a tentative | +| | | | | BAN has already | +| | | | | been created by | +| | | | | AT&T Retail, | +| | | | | and the | +| | | | | customer needs | +| | | | | to complete a T | +| | | | | oBR/enrollment, | +| | | | | assist | +| | | | | following | +| | | | | standard | +| | | | | procedures. It | +| | | | | is preferred | +| | | | | (but not | +| | | | | required) for | +| | | | | the customer to | +| | | | | be in the store | +| | | | | when the | +| | | | | customer calls | +| | | | | back to | +| | | | | complete the | +| | | | | move to new AMB | +| | | | | process. BME | +| | | | | sets the | +| | | | | expectation | +| | | | | that the | +| | | | | customer calls | +| | | | | back from the | +| | | | | AT&T Retail | +| | | | | store to | +| | | | | complete the | +| | | | | request. Back | +| | | | | to Top Set | +| | | | | Expectations | +| | | | | AMB contract | +| | | | | terms & | +| | | | | conditions must | +| | | | | be accepted via | +| | | | | a secure site | +| | | | | and link | +| | | | | provided in an | +| | | | | email.  | +| | | | | Customers can | +| | | | | access | +| | | | | att.com/amb to | +| | | | | view the | +| | | | | general terms & | +| | | | | conditions, | +| | | | | qualified | +| | | | | plans, and | +| | | | | iPhone | +| | | | | information. | +| | | | | $36 Start of | +| | | | | Service Fee is | +| | | | | waived for new | +| | | | | service. | +| | | | | Discounting | +| | | | | begins once the | +| | | | | minimum | +| | | | | eligibility | +| | | | | requirements | +| | | | | are met: 5 end- | +| | | | | user lines with | +| | | | | at least 1 of | +| | | | | them being a | +| | | | | CRU. | +| | | | | Customer's are | +| | | | | responsible for | +| | | | | any applicable | +| | | | | ETFs. The ETFs | +| | | | | apply to the | +| | | | | individual line | +| | | | | commitments, | +| | | | | not to the | +| | | | | overall AMB | +| | | | | agreement. | +| | | | | When moving | +| | | | | from an | +| | | | | existing | +| | | | | account to an | +| | | | | AMB account, no | +| | | | | transfers of | +| | | | | any charges, | +| | | | | discounts, or | +| | | | | credits from | +| | | | | the originating | +| | | | | account to the | +| | | | | new account are | +| | | | | allowed. AT&T | +| | | | | invoices & | +| | | | | payments can be | +| | | | | viewed/made via | +| | | | | Premier eBill. | +| | | | | Monthly bill | +| | | | | data displays | +| | | | | 12 days after | +| | | | | the bill cycle | +| | | | | date. Premier | +| | | | | eBill stores up | +| | | | | to 16 months of | +| | | | | voice and data | +| | | | | detail. Back | +| | | | | to Top | +| | | | | Procedures | +| | | | | Complete the | +| | | | | New Business | +| | | | | Fraud | +| | | | | Verification | +| | | | | Process. | +| | | | | See Fraud | +| | | | | Verification | +| | | | | Process for | +| | | | | Add-A-Line & | +| | | | | New Mobility | +| | | | | Customers - | +| | | | | BCSS. ​​​​ | +| | | | | Complete the | +| | | | | credit | +| | | | | evaluation. | +| | | | | Suggested | +| | | | | verbiage: | +| | | | | Mr./Ms. | +| | | | | [Customer | +| | | | | Name], the | +| | | | | system performs | +| | | | | a credit | +| | | | | evaluation | +| | | | | which includes | +| | | | | a review of | +| | | | | your history | +| | | | | with AT&T | +| | | | | companies. Is | +| | | | | that OK? | +| | | | | Gather all the | +| | | | | necessary | +| | | | | details. | +| | | | | Billing Address | +| | | | | Rules: | +| | | | | Applicant's | +| | | | | address must be | +| | | | | within the U.S. | +| | | | | or the U.S. | +| | | | | territories. | +| | | | | Applicant may | +| | | | | provide a | +| | | | | company billing | +| | | | | address | +| | | | | including | +| | | | | designators | +| | | | | (for example, | +| | | | | Accounts | +| | | | | Payable or | +| | | | | Accounting as | +| | | | | the suite or | +| | | | | floor number). | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 20 | [] | What is | Apple | Content: Jump | +| | | Apple | Business | to: What I Need | +| | | Business | Manager | to Know | What | +| | | Manager | (ABM) is a | the Customer | +| | | (ABM)? | program that | Needs to Know | | +| | | | allows CRU | Onboarding | +| | | | customers to | Procedures | | +| | | | easily | Troubleshooting | +| | | | deploy and | | FAQ ¶ ¶ | +| | | | manage new | Apple Business | +| | | | iOS devices | Manager (ABM) | +| | | | purchased | (formerly Apple | +| | | | from AT&T. | "DEP") provides | +| | | | It involves | a fast, | +| | | | a three- | streamlined way | +| | | | stage | for CRU | +| | | | enrollment | customers to | +| | | | process, | easily deploy | +| | | | where the | and manage new | +| | | | customer | iOS devices | +| | | | first | purchased from | +| | | | enrolls in | AT&T. ABM | +| | | | ABM directly | enrollment | +| | | | with Apple, | takes place in | +| | | | completes | three stages:¶ | +| | | | AT&T's on- | ¶ Stage 1: | +| | | | boarding | Customer must | +| | | | process, and | first enroll in | +| | | | then newly | ABM directly | +| | | | purchased | with Apple and | +| | | | iOS devices | obtain an Apple | +| | | | are enrolled | Organization | +| | | | in ABM. | ID. The | +| | | | (Source: | customer sets | +| | | | provided | up their MDM | +| | | | context) | configuration | +| | | | | profile on ABM. | +| | | | | Stage 2: The | +| | | | | Sales Account | +| | | | | Team and | +| | | | | customer work | +| | | | | together to | +| | | | | complete AT&T's | +| | | | | on-boarding | +| | | | | process. Stage | +| | | | | 3: Once setup | +| | | | | with AT&T on | +| | | | | ABM, newly | +| | | | | purchased iOS | +| | | | | devices will be | +| | | | | enrolled in | +| | | | | ABM. When | +| | | | | devices are | +| | | | | first powered | +| | | | | on, they will | +| | | | | be configured | +| | | | | automatically | +| | | | | with the | +| | | | | customer’s | +| | | | | established | +| | | | | settings. What | +| | | | | I Need to Know | +| | | | | ¶ ¶ | +| | | | | Eligibility | +| | | | | Requirements¶ | +| | | | | ¶ CRU | +| | | | | customers with | +| | | | | a FAN are | +| | | | | eligible to | +| | | | | enroll into | +| | | | | AT&T’s ABM | +| | | | | device | +| | | | | enrollment | +| | | | | program. Small | +| | | | | Business | +| | | | | customers in | +| | | | | myAT&T, | +| | | | | Signature, Non | +| | | | | FAN-CRUs, and | +| | | | | Consumers are | +| | | | | NOT eligible to | +| | | | | enroll into | +| | | | | DEP. Customers | +| | | | | must have an | +| | | | | Apple | +| | | | | Organization ID | +| | | | | issued from the | +| | | | | ABM portal. | +| | | | | Customer has to | +| | | | | have either | +| | | | | “Web References | +| | | | | enabled” or | +| | | | | sign a contract | +| | | | | agreement for | +| | | | | the ABM terms | +| | | | | and conditions | +| | | | | to enroll | +| | | | | through AT&T. | +| | | | | The chart below | +| | | | | outlines which | +| | | | | Apple devices | +| | | | | are eligible to | +| | | | | enroll into ABM | +| | | | | through AT&T. | +| | | | | Chart ¶ ¶ | +| | | | | Device | +| | | | | Eligibility | +| | | | | Device Details | +| | | | | Eligible ¶ | +| | | | | CRU Apple | +| | | | | iPhones and | +| | | | | iPads (referred | +| | | | | to as "Apple | +| | | | | devices")New | +| | | | | Apple devices | +| | | | | purchased via | +| | | | | Premier, OPUS | +| | | | | ordersNew Apple | +| | | | | devices | +| | | | | purchased at | +| | | | | Retail | +| | | | | locations.New | +| | | | | Apple devices | +| | | | | purchased as | +| | | | | Buy Online Pick | +| | | | | Up In Store (BO | +| | | | | PIS).Existing | +| | | | | Apple devices | +| | | | | purchased | +| | | | | within 24 | +| | | | | months prior to | +| | | | | enrollment in | +| | | | | AT&T’s ABM | +| | | | | program, know | +| | | | | as "Lookback."¶ | +| | | | | ¶ Note: | +| | | | | Devices | +| | | | | purchased in | +| | | | | AT&T Retail | +| | | | | (BOPIS | +| | | | | included) will | +| | | | | take up to 48 | +| | | | | hours for ABM | +| | | | | enrollment. See | +| | | | | troubleshooting | +| | | | | section for | +| | | | | help.¶ Not | +| | | | | Eligible ¶ | +| | | | | SIG, certified | +| | | | | like-new, and | +| | | | | refurbished | +| | | | | devicesOther | +| | | | | iOS devices, | +| | | | | such as iOS | +| | | | | wearable | +| | | | | devices, Mac or | +| | | | | Apple | +| | | | | TV’sApple- | +| | | | | branded | +| | | | | iPhones, iPads | +| | | | | and other iOS | +| | | | | devices | +| | | | | provided | +| | | | | through 3rd | +| | | | | party warranty | +| | | | | or insurance co | +| | | | | mpaniesBYOD/COA | +| | | | | M Apple devices | +| | | | | Enterprise On | +| | | | | DemandABM | +| | | | | international | +| | | | | enrollment¶ | +| | | | | back to top¶ ¶ | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know¶ ¶ | +| | | | | Customer signs | +| | | | | up for ABM with | +| | | | | Apple:¶ ¶ For | +| | | | | initial | +| | | | | information the | +| | | | | customer can | +| | | | | learn about ABM | +| | | | | by going to | +| | | | | Apple at Work. | +| | | | | The customer | +| | | | | goes to https:/ | +| | | | | /business.apple | +| | | | | .com/#enrollmen | +| | | | | t to sign up | +| | | | | for ABM with | +| | | | | Apple. Note: | +| | | | | AT&T | +| | | | | representatives | +| | | | | should not be p | +| | | | | articipating/as | +| | | | | sisting a | +| | | | | customer with | +| | | | | ABM sign-up on | +| | | | | the Apple site. | +| | | | | Apple provides | +| | | | | the customer a | +| | | | | unique Apple | +| | | | | Organization ID | +| | | | | after | +| | | | | enrollment. | +| | | | | This | +| | | | | information | +| | | | | will be | +| | | | | required by | +| | | | | AT&T to | +| | | | | complete | +| | | | | enrollment | +| | | | | Note: This is | +| | | | | sometime | +| | | | | referred to as | +| | | | | "ABM Account" | +| | | | | or "Org ID" or | +| | | | | formerly | +| | | | | "Customer DEP | +| | | | | ID." During | +| | | | | setup on the | +| | | | | Apple site, the | +| | | | | customer must | +| | | | | add AT&T as a | +| | | | | Reseller on | +| | | | | their ABM | +| | | | | account to | +| | | | | authorize AT&T | +| | | | | to submit their | +| | | | | AT&T device | +| | | | | information. | +| | | | | (AT&T Reseller | +| | | | | ID: 722D390) | +| | | | | Customer adds | +| | | | | their Mobile | +| | | | | Device | +| | | | | Management | +| | | | | (MDM) Server | +| | | | | information on | +| | | | | their ABM | +| | | | | portal. The | +| | | | | Customer then | +| | | | | contacts their | +| | | | | AT&T seller to | +| | | | | enroll in ABM | +| | | | | with AT&T. ABM | +| | | | | On-Boarding | +| | | | | Process ¶ | +| | | | | Step On- | +| | | | | Boarding | +| | | | | Process ¶ | +| | | | | AT&T seller/rep | +| | | | | verifies if the | +| | | | | customer has | +| | | | | "web-references | +| | | | | enabled" | +| | | | | through FAST or | +| | | | | ROME.¶ ¶ If | +| | | | | enabled, | +| | | | | proceed to the | +| | | | | Step 2.If not | +| | | | | enabled, the | +| | | | | seller must | +| | | | | first engage | +| | | | | the Customer | +| | | | | Mobility | +| | | | | Contract Team | +| | | | | to have the | +| | | | | customer sign a | +| | | | | legal agreement | +| | | | | for ABM terms | +| | | | | and | +| | | | | conditions.¶ ¶ | +| | | | | BCS Rep or | +| | | | | Sales Account | +| | | | | Team emails the | +| | | | | ABM Customer | +| | | | | Instructions | +| | | | | and Participant | +| | | | | Request Form to | +| | | | | the customer. | +| | | | | Use Emailable | +| | | | | Customer | +| | | | | Forms.¶ ¶ Set | +| | | | | expectations:¶ | +| | | | | ¶ Ensure the | +| | | | | requestor is | +| | | | | listed in | +| | | | | AT&T's account | +| | | | | profile as | +| | | | | "primary" or | +| | | | | "day-to-day" | +| | | | | contact; | +| | | | | otherwise the | +| | | | | request will be | +| | | | | rejected by the | +| | | | | profiles | +| | | | | team.Confirm | +| | | | | the customer's | +| | | | | email | +| | | | | address.Inform | +| | | | | the customer | +| | | | | they must | +| | | | | complete the | +| | | | | form and submit | +| | | | | it with 2 | +| | | | | required | +| | | | | screenshots | +| | | | | from their ABM | +| | | | | portal:¶ | +| | | | | Source: | +| | | | | Content: ¶ | +| | | | | FAQ¶ ¶ Who is | +| | | | | eligible?¶ | +| | | | | Only Business | +| | | | | customers | +| | | | | placing CRU | +| | | | | orders for | +| | | | | Apple iPhones | +| | | | | and iPads are | +| | | | | eligible for | +| | | | | ABM enrollment | +| | | | | through AT&T.¶ | +| | | | | ¶ How do CRUs | +| | | | | enroll in the | +| | | | | Apple ABM?¶ | +| | | | | Eligible | +| | | | | customers must | +| | | | | first enroll | +| | | | | with Apple at h | +| | | | | ttps://business | +| | | | | .apple.com/#enr | +| | | | | ollment. If | +| | | | | customers have | +| | | | | already | +| | | | | enrolled with | +| | | | | Apple and are | +| | | | | inquiring about | +| | | | | the AT&T | +| | | | | reseller ID, | +| | | | | refer to the | +| | | | | on-boarding | +| | | | | procedures | +| | | | | above.¶ ¶ How | +| | | | | much does the | +| | | | | program cost?¶ | +| | | | | This is a free | +| | | | | service offered | +| | | | | by Apple and | +| | | | | AT&T. Refer to | +| | | | | Apple at Work | +| | | | | or AT&T Apple | +| | | | | Business | +| | | | | Manager for | +| | | | | more | +| | | | | information.¶ | +| | | | | ¶ Who should | +| | | | | customers call | +| | | | | if they have | +| | | | | questions about | +| | | | | the Apple ABM | +| | | | | portal?¶ Refer | +| | | | | customers to | +| | | | | Apple Business | +| | | | | Manager User | +| | | | | Guide.¶ ¶ Can | +| | | | | the customer | +| | | | | have multiple | +| | | | | enrollment IDs | +| | | | | associated with | +| | | | | their FAN?¶ | +| | | | | No. They can | +| | | | | have only one | +| | | | | enrollment ID.¶ | +| | | | | ¶ What if the | +| | | | | customer wants | +| | | | | to cancel their | +| | | | | enrollment in | +| | | | | the program?¶ | +| | | | | A FAN profile | +| | | | | update request | +| | | | | would need to | +| | | | | be submitted | +| | | | | requesting | +| | | | | removal of the | +| | | | | "Apple DEP" | +| | | | | indicator and | +| | | | | ABM | +| | | | | Organization | +| | | | | ID.¶ ¶ back | +| | | | | to top Source: | +| | | | | Content: | +| | | | | Escalation | +| | | | | Process.¶ ¶ | +| | | | | Need an Apple | +| | | | | Organization ID | +| | | | | ¶ Explain to | +| | | | | the customer | +| | | | | how to look up | +| | | | | their | +| | | | | Organization ID | +| | | | | through their | +| | | | | ABM portal: | +| | | | | Settings / | +| | | | | Enrollment | +| | | | | Information / | +| | | | | Organization | +| | | | | Info.If they | +| | | | | have not | +| | | | | enrolled in ABM | +| | | | | through Apple, | +| | | | | provide the | +| | | | | following link | +| | | | | to sign up for | +| | | | | ABM with Apple: | +| | | | | https://busines | +| | | | | s.apple.com/#en | +| | | | | rollment¶ | +| | | | | Place order | +| | | | | after ABM on- | +| | | | | boarding | +| | | | | process ¶ Let | +| | | | | the customer | +| | | | | know that once | +| | | | | the customer | +| | | | | has received | +| | | | | the "Congratula | +| | | | | tions" email | +| | | | | from AT&T, the | +| | | | | on-boarding | +| | | | | process is | +| | | | | complete. The | +| | | | | customer can | +| | | | | place a test | +| | | | | order to | +| | | | | validate | +| | | | | everything is | +| | | | | set up | +| | | | | correctly when | +| | | | | they can see | +| | | | | their new | +| | | | | devices on | +| | | | | their ABM | +| | | | | portal. (This | +| | | | | is optional.) | +| | | | | Otherwise, they | +| | | | | can place a | +| | | | | normal order | +| | | | | and follow the | +| | | | | same steps.¶ | +| | | | | Submit | +| | | | | Participant | +| | | | | Request form ¶ | +| | | | | Email a copy of | +| | | | | the Customer | +| | | | | Instructions | +| | | | | and Participant | +| | | | | Request Form to | +| | | | | the customer. | +| | | | | Use Emailable | +| | | | | Customer | +| | | | | Forms.Tell the | +| | | | | customer that | +| | | | | the form | +| | | | | contains | +| | | | | directions for | +| | | | | filling it out, | +| | | | | where to email | +| | | | | the completed | +| | | | | form and the | +| | | | | required | +| | | | | screenshots and | +| | | | | other | +| | | | | documents.The | +| | | | | email must be | +| | | | | submitted by an | +| | | | | authorized | +| | | | | "primary" or | +| | | | | "day to day" | +| | | | | contact and | +| | | | | must be sent | +| | | | | from the | +| | | | | customer’s | +| | | | | business | +| | | | | email.¶ ¶ ¶ | +| | | | | ABM Device | +| | | | | Enrollment | +| | | | | Issues ¶ | +| | | | | Device | +| | | | | Scenarios | +| | | | | Resolution | +| | | | | Apple Error | +| | | | | Submission | +| | | | | Email ¶ Apple | +| | | | | sends an email | +| | | | | to the customer | +| | | | | when the device | +| | | | | enrollment | +| | | | | process fails | +| | | | | between Apple | +| | | | | and AT&T.¶ ¶ | +| | | | | Access Order | +| | | | | Track.Search | +| | | | | for customer by | +| | | | | IMEI or AT&T | +| | | | | Order | +| | | | | Number.Click | +| | | | | the DEP Status | +| | | | | field and take | +| | | | | note of the | +| | | | | error | +| | | | | code.Contact | +| | | | | SSO for | +| | | | | assistance and | +| | | | | give them the | +| | | | | error code.¶ | +| | | | | DEP Error in | +| | | | | Apple DEP | +| | | | | Status Field in | +| | | | | Order Track ¶ | +| | | | | Click the DEP | +| | | | | Status field | +| | | | | and take note | +| | | | | of the error | +| | | | | code.Contact | +| | | | | SSO for | +| | | | | assistance and | +| | | | | give them the | +| | | | | error code.¶ | +| | | | | Device | +| | | | | purchased in | +| | | | | retail but not | +| | | | | enrolled in ABM | +| | | | | ¶ Confirm | +| | | | | customer is | +| | | | | onboarded in | +| | | | | Apple Business | +| | | | | ManagerAsk | +| | | | | customer to | +| | | | | check device | +| | | | | settings to | +| | | | | confirm if they | +| | | | | see the | +| | | | | business | +| | | | | nameFollow the | +| | | | | scenario matrix | +| | | | | below if not | +| | | | | enrolled¶ ¶ | +| | | | | IfThenEnrolled | +| | | | | in ABM and its | +| | | | | been less than | +| | | | | 48 hours from a | +| | | | | ctivation.Advis | +| | | | | e the customer | +| | | | | to wait 48 | +| | | | | hours and then | +| | | | | perform a | +| | | | | factory reset | +| | | | | on their | +| | | | | deviceEnrolled | +| | | | | in ABM and more | +| | | | | than 48 hours | +| | | | | have passed.¶ | +| | | | | Ensure customer | +| | | | | has completed a | +| | | | | factory resetIf | +| | | | | the business | +| | | | | name is not | +| | | | | listed in the | +| | | | | device | +| | | | | settings¶ | +| | | | | Direct the | +| | | | | customer to | +| | | | | their account | +| | | | | team¶ Account | +| | | | | team can engage | +| | | | | the AT&T ABM | +| | | | | admin team for | +| | | | | assistance with | +| | | | | device | +| | | | | enrollment.¶ ¶ | +| | | | | ¶ ¶ ¶ ¶ ¶ | +| | | | | ¶ Enroll | +| | | | | existing Apple | +| | | | | devices | +| | | | | purchased prior | +| | | | | to ABM | +| | | | | enrollment. | +| | | | | Also known as | +| | | | | "Lookback". | +| | | | | Refer the | +| | | | | customer to | +| | | | | their seller to | +| | | | | submit a | +| | | | | "Lookback" | +| | | | | request. How | +| | | | | to use ABM | +| | | | | Portal ¶ | +| | | | | Refer the | +| | | | | customer to | +| | | | | Apple. Here are | +| | | | | two resources:¶ | +| | | | | ¶ Apple | +| | | | | Support Number: | +| | | | | 866.902.7144, | +| | | | | Monday-Friday, | +| | | | | 8:00am-7:00pm | +| | | | | CSTOnline | +| | | | | support: Apple | +| | | | | Business | +| | | | | Manager User | +| | | | | Guide¶ | +| | | | | Incorrect | +| | | | | Organization ID | +| | | | | listed in FaST | +| | | | | ¶ Access Order | +| | | | | Track.Search | +| | | | | for customer by | +| | | | | IMEI or AT&T | +| | | | | Order | +| | | | | Number.Click | +| | | | | the DEP Status | +| | | | | field and take | +| | | | | note of the | +| | | | | error | +| | | | | code.Contact | +| | | | | SSO for | +| | | | | assistance and | +| | | | | give them the | +| | | | | error code.¶ | +| | | | | Newly purchased | +| | | | | Apple device | +| | | | | does not appear | +| | | | | in the ABM | +| | | | | portal ¶ Have | +| | | | | the customer | +| | | | | search in their | +| | | | | ABM portal | +| | | | | using the Apple | +| | | | | order number | +| | | | | provided in the | +| | | | | email from | +| | | | | Apple.Check | +| | | | | FaST, to see if | +| | | | | the | +| | | | | Organization ID | +| | | | | displays on the | +| | | | | DMP and DEP | +| | | | | tab. If it is | +| | | | | missing, | +| | | | | contact | +| | | | | SSO.Check Order | +| | | | | track, to view | +| | | | | the DEP status | +| | | | | field. If it is | +| | | | | blank or has an | +| | | | | error code, | +| | | | | contact SSO.¶ | +| | | | | MDM | +| | | | | configuration | +| | | | | issues with | +| | | | | device ¶ | +| | | | | Inform the | +| | | | | customer to | +| | | | | restore the | +| | | | | device to | +| | | | | factory | +| | | | | settings, which | +| | | | | then activates | +| | | | | the devices | +| | | | | with the MDM | +| | | | | profile | +| | | | | configuration.¶ | +| | | | | ¶ To restore: | +| | | | | Go to Settings | +| | | | | > General > | +| | | | | Reset > Erase | +| | | | | All Content and | +| | | | | Settings.¶ MDM | +| | | | | server | +| | | | | issues/add MDM | +| | | | | server Refer | +| | | | | Company Admins | +| | | | | who are having | +| | | | | MDM profile | +| | | | | configuration | +| | | | | issues with the | +| | | | | MDM server to | +| | | | | Add MDM | +| | | | | Servers. | +| | | | | Searching in | +| | | | | the ABM portal | +| | | | | ¶ Inform the | +| | | | | customer to use | +| | | | | the Apple order | +| | | | | number to | +| | | | | search for | +| | | | | newly purchased | +| | | | | Apple | +| | | | | device(s).¶ ¶ | +| | | | | Note: The AT&T | +| | | | | order number | +| | | | | may not bring | +| | | | | up their | +| | | | | ordered | +| | | | | device(s).¶ | +| | | | | back to top¶ | +| | | | | Source: | +| | | | | Content: AT&T | +| | | | | Mobile Business | +| | | | | (AMB) Agreement | +| | | | | AMB Agreements | +| | | | | extend | +| | | | | additional | +| | | | | savings to meet | +| | | | | the unique | +| | | | | needs of small | +| | | | | business | +| | | | | customers. | +| | | | | Leverage small | +| | | | | business | +| | | | | pricing on | +| | | | | AT&T's wireless | +| | | | | plans, | +| | | | | equipment, and | +| | | | | services with | +| | | | | an AT&T Mobile | +| | | | | Business | +| | | | | Agreement. | +| | | | | Benefits | +| | | | | include: | +| | | | | Monthly | +| | | | | recurring | +| | | | | discounts on | +| | | | | qualifying | +| | | | | services. | +| | | | | Activation fees | +| | | | | are | +| | | | | automatically | +| | | | | waived by the | +| | | | | system for new | +| | | | | CRU lines. | +| | | | | Dedicated | +| | | | | account | +| | | | | management for | +| | | | | authorized | +| | | | | order placers | +| | | | | (AOPs). Support | +| | | | | is available | +| | | | | 24/7. Setting | +| | | | | Expectations | | +| | | | | Procedures | | +| | | | | Business Rules | +| | | | | | | +| | | | | Troubleshooting | +| | | | | Here's How it | +| | | | | Works | +| | | | | Eligibility | +| | | | | Available to | +| | | | | Businesses with | +| | | | | 1-99 employees. | +| | | | | Must maintain | +| | | | | at least 1 | +| | | | | active CRU | +| | | | | account during | +| | | | | the entire two- | +| | | | | year term of | +| | | | | agreement. | +| | | | | Minimum of 5 | +| | | | | end-user lines | +| | | | | on qualifying | +| | | | | rate plans | +| | | | | meeting the $30 | +| | | | | or higher | +| | | | | monthly | +| | | | | recurring | +| | | | | charge (MRC) | +| | | | | requirement. | +| | | | | Discounts To | +| | | | | qualify for the | +| | | | | 8% discount, | +| | | | | customers must | +| | | | | meet the | +| | | | | agreement | +| | | | | requirements. | +| | | | | Service | +| | | | | Discounting | +| | | | | does not begin | +| | | | | until the | +| | | | | minimum number | +| | | | | of users is | +| | | | | added. Service | +| | | | | discount | +| | | | | follows a | +| | | | | tiered service | +| | | | | discount | +| | | | | structure: | +| | | | | 1-4 lines = 0% | +| | | | | (Standard) 5+ | +| | | | | lines = 8% | +| | | | | (Standard) | +| | | | | Compatible with | +| | | | | all other | +| | | | | offers for | +| | | | | which the | +| | | | | customer | +| | | | | qualifies. | +| | | | | Back to Top | +| | | | | Business Rules | +| | | | | An | +| | | | | authorization | +| | | | | note is not | +| | | | | required. | +| | | | | Exception: If | +| | | | | the line is | +| | | | | moving from an | +| | | | | existing CRU | +| | | | | account | +| | | | | (different | +| | | | | parent | +| | | | | company), the | +| | | | | existing BAN | +| | | | | must have an | +| | | | | authorization | +| | | | | note stating: | +| | | | | the AOP has | +| | | | | granted | +| | | | | permission to | +| | | | | release [enter | +| | | | | CTN(s)] to a | +| | | | | new liability. | +| | | | | Customers must | +| | | | | approve the | +| | | | | two-year AMB | +| | | | | agreement Terms | +| | | | | & Conditions | +| | | | | however, new | +| | | | | individual CRU | +| | | | | end-users have | +| | | | | the option to | +| | | | | select a zero-, | +| | | | | one-, or two- | +| | | | | year individual | +| | | | | line commitment | +| | | | | based on | +| | | | | discounted | +| | | | | Small Business | +| | | | | equipment | +| | | | | pricing. The | +| | | | | remaining | +| | | | | balance of the | +| | | | | installment | +| | | | | plan on the CTN | +| | | | | transfers to | +| | | | | the new | +| | | | | account. | +| | | | | Assisting | +| | | | | Customers in | +| | | | | AT&T Retail: | +| | | | | After verifying | +| | | | | their business, | +| | | | | BME creates the | +| | | | | new AMB if the | +| | | | | customer is | +| | | | | calling from | +| | | | | the store. | +| | | | | Retail agent | +| | | | | places a note | +| | | | | on the account | +| | | | | that the | +| | | | | business was | +| | | | | verified. If | +| | | | | the account is | +| | | | | not noted, | +| | | | | advise the | +| | | | | customer that | +| | | | | the account | +| | | | | must be noted | +| | | | | before you can | +| | | | | proceed. | +| | | | | If a tentative | +| | | | | BAN has already | +| | | | | been created by | +| | | | | AT&T Retail, | +| | | | | and the | +| | | | | customer needs | +| | | | | to complete a T | +| | | | | oBR/enrollment, | +| | | | | assist | +| | | | | following | +| | | | | standard | +| | | | | procedures. It | +| | | | | is preferred | +| | | | | (but not | +| | | | | required) for | +| | | | | the customer to | +| | | | | be in the store | +| | | | | when the | +| | | | | customer calls | +| | | | | back to | +| | | | | complete the | +| | | | | move to new AMB | +| | | | | process. BME | +| | | | | sets the | +| | | | | expectation | +| | | | | that the | +| | | | | customer calls | +| | | | | back from the | +| | | | | AT&T Retail | +| | | | | store to | +| | | | | complete the | +| | | | | request. Back | +| | | | | to Top Set | +| | | | | Expectations | +| | | | | AMB contract | +| | | | | terms & | +| | | | | conditions must | +| | | | | be accepted via | +| | | | | a secure site | +| | | | | and link | +| | | | | provided in an | +| | | | | email.  | +| | | | | Customers can | +| | | | | access | +| | | | | att.com/amb to | +| | | | | view the | +| | | | | general terms & | +| | | | | conditions, | +| | | | | qualified | +| | | | | plans, and | +| | | | | iPhone | +| | | | | information. | +| | | | | $36 Start of | +| | | | | Service Fee is | +| | | | | waived for new | +| | | | | service. | +| | | | | Discounting | +| | | | | begins once the | +| | | | | minimum | +| | | | | eligibility | +| | | | | requirements | +| | | | | are met: 5 end- | +| | | | | user lines with | +| | | | | at least 1 of | +| | | | | them being a | +| | | | | CRU. | +| | | | | Customer's are | +| | | | | responsible for | +| | | | | any applicable | +| | | | | ETFs. The ETFs | +| | | | | apply to the | +| | | | | individual line | +| | | | | commitments, | +| | | | | not to the | +| | | | | overall AMB | +| | | | | agreement. | +| | | | | When moving | +| | | | | from an | +| | | | | existing | +| | | | | account to an | +| | | | | AMB account, no | +| | | | | transfers of | +| | | | | any charges, | +| | | | | discounts, or | +| | | | | credits from | +| | | | | the originating | +| | | | | account to the | +| | | | | new account are | +| | | | | allowed. AT&T | +| | | | | invoices & | +| | | | | payments can be | +| | | | | viewed/made via | +| | | | | Premier eBill. | +| | | | | Monthly bill | +| | | | | data displays | +| | | | | 12 days after | +| | | | | the bill cycle | +| | | | | date. Premier | +| | | | | eBill stores up | +| | | | | to 16 months of | +| | | | | voice and data | +| | | | | detail. Back | +| | | | | to Top | +| | | | | Procedures | +| | | | | Complete the | +| | | | | New Business | +| | | | | Fraud | +| | | | | Verification | +| | | | | Process. | +| | | | | See Fraud | +| | | | | Verification | +| | | | | Process for | +| | | | | Add-A-Line & | +| | | | | New Mobility | +| | | | | Customers - | +| | | | | BCSS. ​​​​ | +| | | | | Complete the | +| | | | | credit | +| | | | | evaluation. | +| | | | | Suggested | +| | | | | verbiage: | +| | | | | Mr./Ms. | +| | | | | [Customer | +| | | | | Name], the | +| | | | | system performs | +| | | | | a credit | +| | | | | evaluation | +| | | | | which includes | +| | | | | a review of | +| | | | | your history | +| | | | | with AT&T | +| | | | | companies. Is | +| | | | | that OK? | +| | | | | Gather all the | +| | | | | necessary | +| | | | | details. | +| | | | | Billing Address | +| | | | | Rules: | +| | | | | Applicant's | +| | | | | address must be | +| | | | | within the U.S. | +| | | | | or the U.S. | +| | | | | territories. | +| | | | | Applicant may | +| | | | | provide a | +| | | | | company billing | +| | | | | address | +| | | | | including | +| | | | | designators | +| | | | | (for example, | +| | | | | Accounts | +| | | | | Payable or | +| | | | | Accounting as | +| | | | | the suite or | +| | | | | floor number). | +| | | | | Source: | +| | | | | Content: Apple | +| | | | | Organization ID | +| | | | | screenshot: can | +| | | | | be found via | +| | | | | Settings / | +| | | | | Enrollment | +| | | | | Information / | +| | | | | Organization | +| | | | | InfoAT&T | +| | | | | Reseller ID | +| | | | | screenshot: can | +| | | | | be found via | +| | | | | Settings / | +| | | | | Device | +| | | | | Management | +| | | | | Settings / | +| | | | | Customer | +| | | | | Numbers / Edit¶ | +| | | | | Form must come | +| | | | | from the | +| | | | | customer's | +| | | | | email domain | +| | | | | (for example, j | +| | | | | ohnsmith@xyzcom | +| | | | | pany.com).Custo | +| | | | | mer may receive | +| | | | | a rejection | +| | | | | email if it is | +| | | | | not submitted | +| | | | | by an | +| | | | | authorized | +| | | | | requestor, from | +| | | | | the customer’s | +| | | | | company email, | +| | | | | form is | +| | | | | incomplete | +| | | | | and/or the | +| | | | | screenshots are | +| | | | | not included.Ot | +| | | | | herwise, the | +| | | | | customer will | +| | | | | receive a | +| | | | | confirmation | +| | | | | email within | +| | | | | 3-5 business | +| | | | | days of | +| | | | | submitting the | +| | | | | form.¶ ¶ | +| | | | | Customer emails | +| | | | | completed form | +| | | | | and required | +| | | | | screenshots to: | +| | | | | AppleDEPprofile | +| | | | | @amcustomercare | +| | | | | .att-mail.com¶ | +| | | | | ¶ Note: The | +| | | | | Profile Team | +| | | | | has a special | +| | | | | mailbox for ABM | +| | | | | enrollment.¶ ¶ | +| | | | | Profile Team | +| | | | | sends the | +| | | | | customer a | +| | | | | confirmation | +| | | | | email within | +| | | | | 3-5 business | +| | | | | days of getting | +| | | | | the customer's | +| | | | | email. Or, the | +| | | | | Profile team | +| | | | | will contact | +| | | | | the customer | +| | | | | for additional | +| | | | | information.¶ | +| | | | | ¶ Note: A case | +| | | | | # will be | +| | | | | assigned to | +| | | | | track | +| | | | | communications | +| | | | | with the | +| | | | | customer. The | +| | | | | email provides | +| | | | | an estimated | +| | | | | on-boarding | +| | | | | date for the | +| | | | | Device | +| | | | | Enrollment | +| | | | | Enablement | +| | | | | Program.¶ ¶ ( | +| | | | | Optional)Custom | +| | | | | er requests a | +| | | | | "Lookback" to | +| | | | | enroll their | +| | | | | existing Apple | +| | | | | devices. This | +| | | | | enables the | +| | | | | enrollment of | +| | | | | their existing | +| | | | | inventory of | +| | | | | eligible Apple | +| | | | | iPhone and iPad | +| | | | | devices, which | +| | | | | were purchased | +| | | | | from AT&T | +| | | | | within the past | +| | | | | 24 months.¶ ¶ | +| | | | | The customer | +| | | | | informs their | +| | | | | seller they | +| | | | | have received | +| | | | | confirmation of | +| | | | | ABM enrollment | +| | | | | from AT&T and | +| | | | | requests their | +| | | | | lookback | +| | | | | processed.The | +| | | | | seller first | +| | | | | verifies | +| | | | | completion of | +| | | | | customer's ABM | +| | | | | enrollment by | +| | | | | checking in | +| | | | | FAST that the | +| | | | | DMP & DEP tab | +| | | | | has "Apple DEP" | +| | | | | indicated with | +| | | | | "Active" status | +| | | | | and the correct | +| | | | | ABM | +| | | | | Organization | +| | | | | ID.The seller | +| | | | | then completes | +| | | | | the Apple | +| | | | | Business | +| | | | | Manager | +| | | | | Lookback | +| | | | | Request.¶ | +| | | | | Customer places | +| | | | | an order of | +| | | | | Apple devices, | +| | | | | which begins | +| | | | | automatic | +| | | | | enrollment of | +| | | | | newly purchased | +| | | | | Apple devices. | +| | | | | They can use | +| | | | | BAU ordering | +| | | | | methods: | +| | | | | National | +| | | | | Business | +| | | | | Solution Center | +| | | | | (NBSC), | +| | | | | Premier, or the | +| | | | | Sales Account | +| | | | | Team. Customer | +| | | | | verifies they | +| | | | | can view the | +| | | | | ordered devices | +| | | | | in their ABM | +| | | | | portal.¶ | +| | | | | Viewed Order De | +| | | | | vicesDetailsYes | +| | | | | On-boarding | +| | | | | process is | +| | | | | complete. | +| | | | | Customer can | +| | | | | order more | +| | | | | Apple devices, | +| | | | | as | +| | | | | needed.NoRefer | +| | | | | customer to | +| | | | | Sales Account | +| | | | | Team or | +| | | | | Customer Care | +| | | | | at 800.331.0500 | +| | | | | for assistance. | +| | | | | Note: A seller | +| | | | | can submit a | +| | | | | request to the | +| | | | | AT&T_ABM_DEP- | +| | | | | Admin to | +| | | | | inquire about | +| | | | | the issue, if | +| | | | | the customer | +| | | | | reaches out to | +| | | | | the seller for | +| | | | | support.¶ back | +| | | | | to top¶ ¶ Tro | +| | | | | ubleshooting¶ | +| | | | | ¶ Refer to the | +| | | | | below tables to | +| | | | | resolve ABM- | +| | | | | related | +| | | | | issues.¶ ¶ ¶ | +| | | | | ABM Customer | +| | | | | Enrollment | +| | | | | Issues ¶ | +| | | | | Customer | +| | | | | Scenarios | +| | | | | Resolutions | +| | | | | Add AT&T | +| | | | | Reseller ID to | +| | | | | ABM account | +| | | | | Give the | +| | | | | customer AT&T's | +| | | | | Apple Reseller | +| | | | | ID: 722D390. | +| | | | | Confirm the | +| | | | | customer has | +| | | | | entered the ID | +| | | | | correctly to | +| | | | | reduce delays | +| | | | | or enrollment | +| | | | | issues. "Apple | +| | | | | DEP" indicator | +| | | | | not appearing | +| | | | | in FaST or the | +| | | | | customer's | +| | | | | profile | +| | | | | Confirm | +| | | | | customer sent | +| | | | | in Participant | +| | | | | form. If not, | +| | | | | send out a copy | +| | | | | of the form. If | +| | | | | so, ask | +| | | | | customer to | +| | | | | check for an | +| | | | | email from the | +| | | | | Profiles team | +| | | | | asking for | +| | | | | follow-up | +| | | | | information. | +| | | | | Explain how-to | +| | | | | resolve, using | +| | | | | the Case #. | +| | | | | Cancel | +| | | | | customer's | +| | | | | enrollment in | +| | | | | ABM with AT&T | +| | | | | Submit a FAN | +| | | | | Profile Update | +| | | | | Request to | +| | | | | remove the | +| | | | | "Apple DEP" | +| | | | | indicator and | +| | | | | Apple | +| | | | | Organization | +| | | | | ID. Inform the | +| | | | | customer their | +| | | | | devices will | +| | | | | continue to be | +| | | | | enrolled in | +| | | | | ABM; they can | +| | | | | manage them | +| | | | | through the ABM | +| | | | | portal. Enroll | +| | | | | in ABM through | +| | | | | Apple ¶ Give | +| | | | | customer the | +| | | | | Apple DEP | +| | | | | portal link: ht | +| | | | | tps://business. | +| | | | | apple.com/#enro | +| | | | | llmentto sign | +| | | | | up for ABM with | +| | | | | Apple.Tell | +| | | | | customer to add | +| | | | | AT&T as a | +| | | | | reseller when | +| | | | | they enroll. | +| | | | | Reseller ID: | +| | | | | 722D390.¶ Help | +| | | | | with ABM on- | +| | | | | boarding | +| | | | | process Check | +| | | | | FaST to see if | +| | | | | the "Apple DEP" | +| | | | | indicator was | +| | | | | added.¶ ABM | +| | | | | Org | +| | | | | IDDetailsAdded¶ | +| | | | | If added, | +| | | | | verify the | +| | | | | customer’s | +| | | | | Apple | +| | | | | Organization | +| | | | | ID:¶ ¶ If | +| | | | | correct:¶ ¶ | +| | | | | Inform customer | +| | | | | to place an | +| | | | | order of Apple | +| | | | | devices.Have | +| | | | | the customer | +| | | | | verify they can | +| | | | | view the | +| | | | | ordered devices | +| | | | | in their ABM | +| | | | | portal. If not, | +| | | | | refer them to | +| | | | | their seller to | +| | | | | reach out to | +| | | | | AT&T-ABM-DEP- | +| | | | | Admin.¶ If not | +| | | | | correct, | +| | | | | contact SSO to | +| | | | | fix it.¶ Not | +| | | | | Added¶ If not | +| | | | | added, confirm | +| | | | | they submitted | +| | | | | a Participant | +| | | | | Request form. | +| | | | | Use Emailable | +| | | | | Customer | +| | | | | Forms.If form | +| | | | | was sent, | +| | | | | engage Team | +| | | | | Manager. | +| | | | | Managers should | +| | | | | follow the NSC | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 21 | [] | How can | To add or | Content: What's | +| | | business | remove the | New:In December | +| | | customers | AT&T | 2022 AT&T began | +| | | add/remove | Business Int | notifying | +| | | the AT&T | ernational | Business | +| | | Business Int | Calling | International | +| | | ernational | package, | Calling feature | +| | | Calling | business | customers by | +| | | package? | customers | email of | +| | | | can contact | upcoming | +| | | | AT&T | updates | +| | | | customer | effective | +| | | | service or | February 1st, | +| | | | log in to | 2023.  Updates: | +| | | | their | Per-minute | +| | | | account on | rates for calls | +| | | | att.com. | to over 70 | +| | | | (Source: | countries will | +| | | | context) | decrease. Per- | +| | | | | minute rate for | +| | | | | calls to | +| | | | | Nigeria will | +| | | | | increase to | +| | | | | $0.25/min. | +| | | | | Monthly | +| | | | | recurring | +| | | | | charge for the | +| | | | | feature will | +| | | | | increase from | +| | | | | $7.50/mo. to | +| | | | | $15/mo. per | +| | | | | line. In | +| | | | | addition, | +| | | | | starting | +| | | | | January 1, | +| | | | | 2023, AT&T is | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | Bill Message:Im | +| | | | | portant notice | +| | | | | about AT&T | +| | | | | Business | +| | | | | International | +| | | | | CallingStarting | +| | | | | in February | +| | | | | 2023, AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling per- | +| | | | | minute rates | +| | | | | will decrease | +| | | | | for calls to | +| | | | | over 70 | +| | | | | countries and | +| | | | | increase to | +| | | | | $0.25/minute | +| | | | | for calls to | +| | | | | Nigeria. In | +| | | | | addition, the | +| | | | | monthly | +| | | | | recurring | +| | | | | charge will | +| | | | | increase to | +| | | | | $15/month per | +| | | | | line. You will | +| | | | | see these new | +| | | | | rates in 1-2 | +| | | | | bills. For | +| | | | | current feature | +| | | | | information, go | +| | | | | to att.com/bizi | +| | | | | ntlcalling. | +| | | | | Para obtener | +| | | | | mas información | +| | | | | en español | +| | | | | sobre este | +| | | | | aumento de | +| | | | | precio puede | +| | | | | comunicarse al | +| | | | | 1-800-331-0500. | +| | | | | To see the | +| | | | | current AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling rates | +| | | | | by country, go | +| | | | | to att.com/intl | +| | | | | calling (at the | +| | | | | “See eligible | +| | | | | countries and | +| | | | | rates” link.) | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling is an | +| | | | | international | +| | | | | long distance | +| | | | | calling package | +| | | | | that helps keep | +| | | | | a customer’s | +| | | | | employees | +| | | | | connected when | +| | | | | calling from | +| | | | | the U.S., | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands to | +| | | | | their | +| | | | | colleagues and | +| | | | | customers | +| | | | | located abroad | +| | | | | in over 225 | +| | | | | countries. | +| | | | | Qualifying | +| | | | | Questions | | +| | | | | Procedures | | +| | | | | Set | +| | | | | Expectations | | +| | | | | FAQ Feature | +| | | | | Details MRC - | +| | | | | $15/mo. per | +| | | | | line SOC - | +| | | | | ILDBWCADV | +| | | | | Unlimited | +| | | | | calling* from | +| | | | | the U.S. to | +| | | | | over 80 | +| | | | | countries | +| | | | | (rated at | +| | | | | $0/minute). | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | additional | +| | | | | countries. For | +| | | | | details on | +| | | | | available | +| | | | | countries and | +| | | | | rates, visit ht | +| | | | | tp://att.com/in | +| | | | | ternationalcall | +| | | | | ing. (at the | +| | | | | "See eligible | +| | | | | countries and | +| | | | | rates" link) | +| | | | | Incompatible | +| | | | | with: | +| | | | | ICR – Call | +| | | | | restriction SOC | +| | | | | ICR1– Call | +| | | | | restriction SOC | +| | | | | ICR2– Call | +| | | | | restriction SOC | +| | | | | ILDWCADV – AT&T | +| | | | | International | +| | | | | Calling ILNYDR | +| | | | | – AT&T | +| | | | | Dominican | +| | | | | Republic | +| | | | | ZZNOILD – ILD | +| | | | | restriction SOC | +| | | | | ZZNOILD2 – ILD | +| | | | | restriction SOC | +| | | | | (formerly | +| | | | | ZZNOILD) | +| | | | | *Unlimited | +| | | | | calling | +| | | | | requires a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | unlimited | +| | | | | domestic | +| | | | | calling. If the | +| | | | | customer has a | +| | | | | domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. For | +| | | | | more | +| | | | | information on | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling, click | +| | | | | here. | +| | | | | Qualifying | +| | | | | Questions How | +| | | | | often do you | +| | | | | call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | Which countries | +| | | | | do you call? | +| | | | | How many of | +| | | | | your vendors, | +| | | | | customers or | +| | | | | colleagues live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your business | +| | | | | frequently | +| | | | | require you to | +| | | | | call another | +| | | | | country? | +| | | | | Procedures | +| | | | | Check | +| | | | | eligibility | +| | | | | (see ILD | +| | | | | Dialing | +| | | | | Eligibility in | +| | | | | Related Links). | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Provision the | +| | | | | feature in | +| | | | | OPUS. Set | +| | | | | Expectations | +| | | | | Explain what's | +| | | | | included or | +| | | | | covered. | +| | | | | Effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Explain | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. If | +| | | | | the customer | +| | | | | has a domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. | +| | | | | Source: | +| | | | | Content: If the | +| | | | | customer has | +| | | | | the appropriate | +| | | | | feature for | +| | | | | International | +| | | | | LD Dialing, are | +| | | | | no restrictions | +| | | | | in TORCH, and | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing see | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS and review | +| | | | | subtopics such | +| | | | | as Country | +| | | | | Codes and | +| | | | | Dialing Interna | +| | | | | tionally.  If | +| | | | | you have | +| | | | | exhausted all | +| | | | | troubleshooting | +| | | | | steps and the | +| | | | | customer is | +| | | | | still unable to | +| | | | | dial long | +| | | | | distance intern | +| | | | | ationally, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS If the | +| | | | | customer has | +| | | | | OfficeDirect | +| | | | | and cannot dial | +| | | | | long distance i | +| | | | | nternationally, | +| | | | | transfer the | +| | | | | caller to BM | +| | | | | IoT. Back to | +| | | | | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: | +| | | | | 2 BCSS | +| | | | | representatives | +| | | | | are required to | +| | | | | fully discuss | +| | | | | and provision | +| | | | | all | +| | | | | international | +| | | | | features and | +| | | | | rate plan adds | +| | | | | and changes. | +| | | | | Voice: | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired).  | +| | | | | Messaging: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages.  | +| | | | | Only offer | +| | | | | currently | +| | | | | available | +| | | | | features.  | +| | | | | 3 Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See  | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T Wo | +| | | | | rld: www.att.co | +| | | | | m/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Long Distance | +| | | | | Review the | +| | | | | Country Code | +| | | | | and the correct | +| | | | | dialing | +| | | | | patterns for | +| | | | | the countries | +| | | | | the customer is | +| | | | | calling. | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | From the U.S. - | +| | | | | International | +| | | | | LD Messaging | +| | | | | feature | +| | | | | Sending - | +| | | | | International | +| | | | | text messages | +| | | | | sent from the | +| | | | | U.S. do not | +| | | | | draw from a | +| | | | | customer's | +| | | | | domestic | +| | | | | messaging plan: | +| | | | | After included | +| | | | | international | +| | | | | messages are | +| | | | | exceeded, | +| | | | | billing is as | +| | | | | follows: | +| | | | | Text - $0.25 | +| | | | | per message  | +| | | | | Picture/Video - | +| | | | | $0.50  | +| | | | | Receiving - | +| | | | | Messages | +| | | | | received from | +| | | | | an | +| | | | | international | +| | | | | number are | +| | | | | billed at the | +| | | | | domestic PPU | +| | | | | rate or | +| | | | | deducted from | +| | | | | the domestic | +| | | | | messaging | +| | | | | package.  | +| | | | | 4 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see OPUS Hub | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international  | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if the | +| | | | | feature was | +| | | | | provisioned | +| | | | | correctly: | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | feature: ◦In | +| | | | | the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - Class | +| | | | | of Service | +| | | | | Restrictions | +| | | | | section: | +| | | | | Outbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Inbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Clarify and | +| | | | | confirm that | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing and | +| | | | | not with | +| | | | | domestic | +| | | | | dialing.  | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Do | Feature | +| | | | | Codes | Selling | +| | | | | Tips | FAQ ¶ ¶ | +| | | | | ¶ AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (formerly known | +| | | | | as World | +| | | | | Connect | +| | | | | Advantage)¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling is a | +| | | | | feature that | +| | | | | can be added to | +| | | | | a postpaid rate | +| | | | | plan. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Unlimited | +| | | | | calling to | +| | | | | Canada and | +| | | | | Mexico (rated | +| | | | | at $0/minute) | +| | | | | Unlimited | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 85 | +| | | | | countries. | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.See | +| | | | | Retired AT&T | +| | | | | World Connect | +| | | | | Value Rates for | +| | | | | additional | +| | | | | support.¶ $15 | +| | | | | per month, per | +| | | | | line. Feature | +| | | | | Code ILDWCADV¶ | +| | | | | See feature | +| | | | | codes for a | +| | | | | list on | +| | | | | incompatible | +| | | | | features.¶ If | +| | | | | a customer's | +| | | | | rate plan | +| | | | | doesn't include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/min) | +| | | | | apply to | +| | | | | international | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance. ¶ ¶ | +| | | | | ¶ World | +| | | | | Connect Value | +| | | | | (retired)¶ | +| | | | | Visit retired | +| | | | | rates for | +| | | | | additional | +| | | | | support.World | +| | | | | Connect Value | +| | | | | (retired) is an | +| | | | | ILD MRC | +| | | | | providing | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to 225 | +| | | | | countries. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Calling from | +| | | | | the U.S. to | +| | | | | Mexico and U.S. | +| | | | | to Canada is $0 | +| | | | | per minute. | +| | | | | Discounted | +| | | | | rates to both | +| | | | | wired and | +| | | | | wireless | +| | | | | numbers in over | +| | | | | 225 countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.¶ | +| | | | | $5 per month, | +| | | | | per line. | +| | | | | Feature Code: | +| | | | | ILWCV2 If the | +| | | | | customer's rate | +| | | | | plan doesn't | +| | | | | include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/minute) | +| | | | | apply to ILD | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance.¶ ¶ | +| | | | | Access to links | +| | | | | on this page is | +| | | | | restricted | +| | | | | based on your | +| | | | | profile.¶ ¶ ¶ | +| | | | | What I Need to | +| | | | | Know ¶ Check | +| | | | | eligibility, | +| | | | | using ILD | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Tell the | +| | | | | customer what | +| | | | | is included or | +| | | | | covered. | +| | | | | Provide the | +| | | | | effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Advise | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. ¶ ¶ | +| | | | | ¶ Feature ¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (ILDWCADV) and | +| | | | | SOC is | +| | | | | incompatible | +| | | | | with:¶ ¶ | +| | | | | World Connect | +| | | | | (ILWC) AT&T | +| | | | | Latin America | +| | | | | Talk and Text | +| | | | | (ILDLATT) AT&T | +| | | | | Latin America | +| | | | | Calling | +| | | | | (ILDLATWHP) | +| | | | | AT&T Dominican | +| | | | | Republic | +| | | | | (ILNYDR) AT&T | +| | | | | Caribbean | +| | | | | Calling (ILCC) | +| | | | | AT&T World | +| | | | | Connect for | +| | | | | Agent Sales | +| | | | | (ILWA) AT&T | +| | | | | World Connect | +| | | | | Value East Asia | +| | | | | and India | +| | | | | (ILWCA) The | +| | | | | SOC is also | +| | | | | incompatible | +| | | | | with the | +| | | | | following call | +| | | | | restriction | +| | | | | codes:¶ ¶ ICR | +| | | | | ICR1 ICR2 | +| | | | | ZZNOILD2 | +| | | | | (formerly | +| | | | | ZZNOILD) ¶ ¶ | +| | | | | ¶ Selling | +| | | | | Tips ¶ | +| | | | | Qualifying | +| | | | | Questions¶ ¶ | +| | | | | How often do | +| | | | | you call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | which | +| | | | | countries? How | +| | | | | many family | +| | | | | members or | +| | | | | friends live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your company's | +| | | | | business | +| | | | | require you | +| | | | | often call | +| | | | | another | +| | | | | country? ¶ ¶ | +| | | | | Source: | +| | | | | Content: iPhone | +| | | | | and most | +| | | | | BlackBerry | +| | | | | smartphones) | +| | | | | When using, you | +| | | | | are charged the | +| | | | | international | +| | | | | data rates.  | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming. | +| | | | | Exception: | +| | | | | Visual | +| | | | | Voicemail with | +| | | | | International | +| | | | | Data plan. If | +| | | | | needed, see | +| | | | | International | +| | | | | Roaming | +| | | | | Voicemail | +| | | | | Instructions | +| | | | | and Charge. | +| | | | | 5 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see | +| | | | | Provisioning | +| | | | | International | +| | | | | Roaming | +| | | | | Features. | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international | +| | | | | roaming | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Provisioning | +| | | | | international | +| | | | | roaming (IR) | +| | | | | features | +| | | | | (voice, | +| | | | | messaging, or | +| | | | | data) on a line | +| | | | | of service | +| | | | | enables | +| | | | | customers to | +| | | | | use voice, | +| | | | | messaging, and | +| | | | | data service, | +| | | | | depending on | +| | | | | their device, | +| | | | | while traveling | +| | | | | abroad. An IR | +| | | | | feature is | +| | | | | required on | +| | | | | each CTN that | +| | | | | plans to travel | +| | | | | internationally | +| | | | | or their | +| | | | | devices will | +| | | | | not work on the | +| | | | | cellular | +| | | | | network. Back | +| | | | | to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if a | +| | | | | feature was | +| | | | | provisioned | +| | | | | properly for | +| | | | | the customer: | +| | | | | Follow the | +| | | | | TORCH | +| | | | | guidelines.  | +| | | | | Provision the | +| | | | | feature, if | +| | | | | needed. If this | +| | | | | does not | +| | | | | resolve the | +| | | | | issue, use | +| | | | | standard | +| | | | | troubleshooting | +| | | | | steps to | +| | | | | determine the | +| | | | | issue (for | +| | | | | example: check | +| | | | | if the device | +| | | | | is | +| | | | | international | +| | | | | capable). If | +| | | | | unable to | +| | | | | provision a | +| | | | | feature: | +| | | | | File an Unable | +| | | | | to Complete | +| | | | | Transaction | +| | | | | Clarify case. | +| | | | | See your | +| | | | | channel's | +| | | | | Clarify case | +| | | | | policy. If the | +| | | | | issue continue, | +| | | | | transfer the | +| | | | | call to BMTS. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | feature only, | +| | | | | in the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice: | +| | | | | International | +| | | | | (INTL).  Data | +| | | | | Roaming | +| | | | | Profile: DREP | +| | | | | NATL or DREP | +| | | | | NATL NOCANMEX.  | +| | | | | Refer to | +| | | | | Roaming Profile | +| | | | | Field - TORCH. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | and Data | +| | | | | feature, in the | +| | | | | Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice Roaming | +| | | | | Profile: | +| | | | | DATA_INTL_PC100 | +| | | | | or | +| | | | | International. | +| | | | | Data Roaming | +| | | | | Profile: DREP_D | +| | | | | ATA_INTL_PC100 | +| | | | | or DREP INTL. | +| | | | | Refer to | +| | | | | Roaming | +| | | | |  Profile Field | +| | | | | - TORCH . BMTS | +| | | | | resolves | +| | | | | technical | +| | | | | issues for all | +| | | | | customer types | +| | | | | while roaming | +| | | | | overseas: | +| | | | | When a customer | +| | | | | is not properly | +| | | | | provisioned | +| | | | | when arriving | +| | | | | overseas, after | +| | | | | checking | +| | | | | eligibility and | +| | | | | authorization, | +| | | | | proceed to | +| | | | | provision the | +| | | | | international | +| | | | | feature.  | +| | | | | Check | +| | | | | provisioning as | +| | | | | stated above | +| | | | | and Test the | +| | | | | Resolution | +| | | | | (TTR): Only | +| | | | | if | +| | | | | unsuccessful, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS for a | +| | | | | resolution. | +| | | | | Suggested | +| | | | | Verbiage: | +| | | | | Mr./Ms. | +| | | | |  [Customer | +| | | | | Name], I just | +| | | | | added the | +| | | | | international | +| | | | | feature for | +| | | | | you. I am going | +| | | | | to partner you | +| | | | | with one of | +| | | | | AT&T's Advanced | +| | | | | Technical | +| | | | | Support | +| | | | | specialists who | +| | | | | will ensure you | +| | | | | will be able to | +| | | | | use your | +| | | | | service where | +| | | | | you are.  | +| | | | | Provide the | +| | | | | customer the | +| | | | | free number to | +| | | | | call from their | +| | | | | wireless phone | +| | | | | +1.314.925.6925 | +| | | | | .  If calling | +| | | | | from a wired | +| | | | | phone, a BMTS | +| | | | | specialist | +| | | | | calls back to | +| | | | | minimize the | +| | | | | cost to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key. For | +| | | | | the BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | If the customer | +| | | | | is calling on | +| | | | | behalf of the | +| | | | | end-user | +| | | | | (device not in | +| | | | | hand): Ask | +| | | | | the caller if | +| | | | | the end-user | +| | | | | has an | +| | | | | alternate | +| | | | | number they can | +| | | | | be contacted | +| | | | | on.  If there | +| | | | | is no alternate | +| | | | | number, provide | +| | | | | the customer | +| | | | | with the number | +| | | | | to BMTS at+1.31 | +| | | | | 4.925.6925, so | +| | | | | they can advise | +| | | | | the end-user to | +| | | | | call when they | +| | | | | are available | +| | | | | to continue tro | +| | | | | ubleshooting. | +| | | | | Customers | +| | | | | should | +| | | | | indicate: | +| | | | | Location Issue | +| | | | | Wireless | +| | | | | number  | +| | | | | Callback number | +| | | | | C-Level | +| | | | | customers (High | +| | | | | Level | +| | | | | Enterprise | +| | | | | Executives): | +| | | | | A special team | +| | | | | in BMTS handles | +| | | | | for IR issues.  | +| | | | | If a customer | +| | | | | self-identifies | +| | | | | as a C-Level | +| | | | | customer and | +| | | | | they are having | +| | | | | IR issues, | +| | | | | bridge the call | +| | | | | to BMTS and | +| | | | | tell the | +| | | | | representative | +| | | | | you have a | +| | | | | C-Level | +| | | | | customer. If a | +| | | | | CRU end-user, | +| | | | | AOP, or TCM | +| | | | | requests you | +| | | | | contact another | +| | | | | AOP/TCM/end- | +| | | | | user traveling | +| | | | | overseas, | +| | | | | advise the | +| | | | | caller that we | +| | | | | do not have | +| | | | | overseas | +| | | | | dialing | +| | | | | permissions | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 22 | [] | How can | I don't | Content: What's | +| | | customers | know. | New:In December | +| | | calculate | | 2022 AT&T began | +| | | how many | | notifying | +| | | minutes they | | Business | +| | | have used on | | International | +| | | the Business | | Calling feature | +| | | Internationa | | customers by | +| | | l Calling | | email of | +| | | package? | | upcoming | +| | | | | updates | +| | | | | effective | +| | | | | February 1st, | +| | | | | 2023.  Updates: | +| | | | | Per-minute | +| | | | | rates for calls | +| | | | | to over 70 | +| | | | | countries will | +| | | | | decrease. Per- | +| | | | | minute rate for | +| | | | | calls to | +| | | | | Nigeria will | +| | | | | increase to | +| | | | | $0.25/min. | +| | | | | Monthly | +| | | | | recurring | +| | | | | charge for the | +| | | | | feature will | +| | | | | increase from | +| | | | | $7.50/mo. to | +| | | | | $15/mo. per | +| | | | | line. In | +| | | | | addition, | +| | | | | starting | +| | | | | January 1, | +| | | | | 2023, AT&T is | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | Bill Message:Im | +| | | | | portant notice | +| | | | | about AT&T | +| | | | | Business | +| | | | | International | +| | | | | CallingStarting | +| | | | | in February | +| | | | | 2023, AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling per- | +| | | | | minute rates | +| | | | | will decrease | +| | | | | for calls to | +| | | | | over 70 | +| | | | | countries and | +| | | | | increase to | +| | | | | $0.25/minute | +| | | | | for calls to | +| | | | | Nigeria. In | +| | | | | addition, the | +| | | | | monthly | +| | | | | recurring | +| | | | | charge will | +| | | | | increase to | +| | | | | $15/month per | +| | | | | line. You will | +| | | | | see these new | +| | | | | rates in 1-2 | +| | | | | bills. For | +| | | | | current feature | +| | | | | information, go | +| | | | | to att.com/bizi | +| | | | | ntlcalling. | +| | | | | Para obtener | +| | | | | mas información | +| | | | | en español | +| | | | | sobre este | +| | | | | aumento de | +| | | | | precio puede | +| | | | | comunicarse al | +| | | | | 1-800-331-0500. | +| | | | | To see the | +| | | | | current AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling rates | +| | | | | by country, go | +| | | | | to att.com/intl | +| | | | | calling (at the | +| | | | | “See eligible | +| | | | | countries and | +| | | | | rates” link.) | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling is an | +| | | | | international | +| | | | | long distance | +| | | | | calling package | +| | | | | that helps keep | +| | | | | a customer’s | +| | | | | employees | +| | | | | connected when | +| | | | | calling from | +| | | | | the U.S., | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands to | +| | | | | their | +| | | | | colleagues and | +| | | | | customers | +| | | | | located abroad | +| | | | | in over 225 | +| | | | | countries. | +| | | | | Qualifying | +| | | | | Questions | | +| | | | | Procedures | | +| | | | | Set | +| | | | | Expectations | | +| | | | | FAQ Feature | +| | | | | Details MRC - | +| | | | | $15/mo. per | +| | | | | line SOC - | +| | | | | ILDBWCADV | +| | | | | Unlimited | +| | | | | calling* from | +| | | | | the U.S. to | +| | | | | over 80 | +| | | | | countries | +| | | | | (rated at | +| | | | | $0/minute). | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | additional | +| | | | | countries. For | +| | | | | details on | +| | | | | available | +| | | | | countries and | +| | | | | rates, visit ht | +| | | | | tp://att.com/in | +| | | | | ternationalcall | +| | | | | ing. (at the | +| | | | | "See eligible | +| | | | | countries and | +| | | | | rates" link) | +| | | | | Incompatible | +| | | | | with: | +| | | | | ICR – Call | +| | | | | restriction SOC | +| | | | | ICR1– Call | +| | | | | restriction SOC | +| | | | | ICR2– Call | +| | | | | restriction SOC | +| | | | | ILDWCADV – AT&T | +| | | | | International | +| | | | | Calling ILNYDR | +| | | | | – AT&T | +| | | | | Dominican | +| | | | | Republic | +| | | | | ZZNOILD – ILD | +| | | | | restriction SOC | +| | | | | ZZNOILD2 – ILD | +| | | | | restriction SOC | +| | | | | (formerly | +| | | | | ZZNOILD) | +| | | | | *Unlimited | +| | | | | calling | +| | | | | requires a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | unlimited | +| | | | | domestic | +| | | | | calling. If the | +| | | | | customer has a | +| | | | | domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. For | +| | | | | more | +| | | | | information on | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling, click | +| | | | | here. | +| | | | | Qualifying | +| | | | | Questions How | +| | | | | often do you | +| | | | | call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | Which countries | +| | | | | do you call? | +| | | | | How many of | +| | | | | your vendors, | +| | | | | customers or | +| | | | | colleagues live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your business | +| | | | | frequently | +| | | | | require you to | +| | | | | call another | +| | | | | country? | +| | | | | Procedures | +| | | | | Check | +| | | | | eligibility | +| | | | | (see ILD | +| | | | | Dialing | +| | | | | Eligibility in | +| | | | | Related Links). | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Provision the | +| | | | | feature in | +| | | | | OPUS. Set | +| | | | | Expectations | +| | | | | Explain what's | +| | | | | included or | +| | | | | covered. | +| | | | | Effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Explain | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. If | +| | | | | the customer | +| | | | | has a domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. | +| | | | | Source: | +| | | | | Content: | +| | | | | 2 BCSS | +| | | | | representatives | +| | | | | are required to | +| | | | | fully discuss | +| | | | | and provision | +| | | | | all | +| | | | | international | +| | | | | features and | +| | | | | rate plan adds | +| | | | | and changes. | +| | | | | Voice: | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired).  | +| | | | | Messaging: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages.  | +| | | | | Only offer | +| | | | | currently | +| | | | | available | +| | | | | features.  | +| | | | | 3 Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See  | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T Wo | +| | | | | rld: www.att.co | +| | | | | m/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Long Distance | +| | | | | Review the | +| | | | | Country Code | +| | | | | and the correct | +| | | | | dialing | +| | | | | patterns for | +| | | | | the countries | +| | | | | the customer is | +| | | | | calling. | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | From the U.S. - | +| | | | | International | +| | | | | LD Messaging | +| | | | | feature | +| | | | | Sending - | +| | | | | International | +| | | | | text messages | +| | | | | sent from the | +| | | | | U.S. do not | +| | | | | draw from a | +| | | | | customer's | +| | | | | domestic | +| | | | | messaging plan: | +| | | | | After included | +| | | | | international | +| | | | | messages are | +| | | | | exceeded, | +| | | | | billing is as | +| | | | | follows: | +| | | | | Text - $0.25 | +| | | | | per message  | +| | | | | Picture/Video - | +| | | | | $0.50  | +| | | | | Receiving - | +| | | | | Messages | +| | | | | received from | +| | | | | an | +| | | | | international | +| | | | | number are | +| | | | | billed at the | +| | | | | domestic PPU | +| | | | | rate or | +| | | | | deducted from | +| | | | | the domestic | +| | | | | messaging | +| | | | | package.  | +| | | | | 4 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see OPUS Hub | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international  | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if the | +| | | | | feature was | +| | | | | provisioned | +| | | | | correctly: | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | feature: ◦In | +| | | | | the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - Class | +| | | | | of Service | +| | | | | Restrictions | +| | | | | section: | +| | | | | Outbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Inbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Clarify and | +| | | | | confirm that | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing and | +| | | | | not with | +| | | | | domestic | +| | | | | dialing.  | +| | | | | Source: | +| | | | | Content: . | +| | | | | Refer them to | +| | | | | their sales | +| | | | | account manager | +| | | | | for further | +| | | | | assistance. | +| | | | | BMC specialists | +| | | | | are required to | +| | | | | assist with | +| | | | | questions on | +| | | | | International | +| | | | | Device | +| | | | | Frequency, | +| | | | | Compatibility, | +| | | | | and Coverage. | +| | | | | Refer to the | +| | | | | Wireless Travel | +| | | | | Guide to find: | +| | | | | A list of | +| | | | | countries and | +| | | | | offers | +| | | | | Available | +| | | | | services and | +| | | | | technology | +| | | | | Information on | +| | | | | HD Voice | +| | | | | Information on | +| | | | | domestic rate | +| | | | | plan coverage | +| | | | | Back to Top | +| | | | | Additional | +| | | | | Resources Bill | +| | | | | Inquiry | +| | | | | International | +| | | | | Roaming Bill | +| | | | | Inquiry - BCSS | +| | | | | Customer | +| | | | | Notifications | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Data Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Text Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Voice Usage | +| | | | | Device How | +| | | | | to Use Your | +| | | | | Phone Outside | +| | | | | of the U.S. - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS Expired | +| | | | | International | +| | | | | Roaming Offers | +| | | | | CRU can still | +| | | | | add in business | +| | | | | channels only.  | +| | | | | For more see | +| | | | | World Traveler | +| | | | | Per Minute | +| | | | | Rate. Gulf | +| | | | | of Mexico | +| | | | | Roaming | +| | | | | International | +| | | | | Day Pass | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide AT&T | +| | | | | Coverage Viewer | +| | | | | Enter the | +| | | | | destination | +| | | | | address, ZIP | +| | | | | code, country, | +| | | | | or landmark in | +| | | | | the search | +| | | | | field.  Select | +| | | | | Wireless | +| | | | | Coverage Type > | +| | | | | International | +| | | | | >Voice, Data, | +| | | | | or Discount | +| | | | | Data > | +| | | | |  Search.  | +| | | | | Google Map | +| | | | | International | +| | | | | Services FAQ | +| | | | | PPU - | +| | | | | International | +| | | | | Data PPU | +| | | | | rates apply | +| | | | | when the | +| | | | | customer does | +| | | | | not have an OTC | +| | | | | or MRC Passport | +| | | | | package and | +| | | | | also apply when | +| | | | | outside the | +| | | | | countries that | +| | | | | the packages | +| | | | | cover. For a | +| | | | | list of | +| | | | | countries | +| | | | | covered by | +| | | | | these Passport | +| | | | | packages, see a | +| | | | | tt.com/globalco | +| | | | | untries. PPU | +| | | | | data rate in | +| | | | | all countries | +| | | | | (including | +| | | | | Canada) is | +| | | | | $0.002/KB | +| | | | | ($2.05/MB). | +| | | | | PPU data rate | +| | | | | for airlines is | +| | | | | $0.01/KB | +| | | | | ($10.24/MB). | +| | | | | PPU data rate | +| | | | | for cruise | +| | | | | ships is | +| | | | | $0.006/KB | +| | | | | ($6.14/MB). | +| | | | | PPU - | +| | | | | International | +| | | | | Talk & Text  | +| | | | | PPU Rates | +| | | | | Talk  Per | +| | | | | Minute Rate | +| | | | | Text Rate | +| | | | | Canada/Mexico | +| | | | | $1/minute | +| | | | | SMS sent - | +| | | | | $0.50  MMS | +| | | | | sent - $1.30  | +| | | | | SMS/MMS | +| | | | | received while | +| | | | | roaming is | +| | | | | charged at | +| | | | | domestic rates. | +| | | | | Europe | +| | | | | $2/minute | +| | | | | Rest of World | +| | | | | $3/minute | +| | | | | Airlines & | +| | | | | Cruise Ships | +| | | | | $3/minute Back | +| | | | | to Top Source: | +| | | | | Content: N: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Mexico and | +| | | | | Canada rated by | +| | | | | the domestic | +| | | | | rate plan. | +| | | | | Only Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. All | +| | | | | other usage in | +| | | | | IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. See | +| | | | | Cruise packages | +| | | | | for additional | +| | | | | support. | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: iPhone | +| | | | | and most | +| | | | | BlackBerry | +| | | | | smartphones) | +| | | | | When using, you | +| | | | | are charged the | +| | | | | international | +| | | | | data rates.  | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming. | +| | | | | Exception: | +| | | | | Visual | +| | | | | Voicemail with | +| | | | | International | +| | | | | Data plan. If | +| | | | | needed, see | +| | | | | International | +| | | | | Roaming | +| | | | | Voicemail | +| | | | | Instructions | +| | | | | and Charge. | +| | | | | 5 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see | +| | | | | Provisioning | +| | | | | International | +| | | | | Roaming | +| | | | | Features. | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international | +| | | | | roaming | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Provisioning | +| | | | | international | +| | | | | roaming (IR) | +| | | | | features | +| | | | | (voice, | +| | | | | messaging, or | +| | | | | data) on a line | +| | | | | of service | +| | | | | enables | +| | | | | customers to | +| | | | | use voice, | +| | | | | messaging, and | +| | | | | data service, | +| | | | | depending on | +| | | | | their device, | +| | | | | while traveling | +| | | | | abroad. An IR | +| | | | | feature is | +| | | | | required on | +| | | | | each CTN that | +| | | | | plans to travel | +| | | | | internationally | +| | | | | or their | +| | | | | devices will | +| | | | | not work on the | +| | | | | cellular | +| | | | | network. Back | +| | | | | to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if a | +| | | | | feature was | +| | | | | provisioned | +| | | | | properly for | +| | | | | the customer: | +| | | | | Follow the | +| | | | | TORCH | +| | | | | guidelines.  | +| | | | | Provision the | +| | | | | feature, if | +| | | | | needed. If this | +| | | | | does not | +| | | | | resolve the | +| | | | | issue, use | +| | | | | standard | +| | | | | troubleshooting | +| | | | | steps to | +| | | | | determine the | +| | | | | issue (for | +| | | | | example: check | +| | | | | if the device | +| | | | | is | +| | | | | international | +| | | | | capable). If | +| | | | | unable to | +| | | | | provision a | +| | | | | feature: | +| | | | | File an Unable | +| | | | | to Complete | +| | | | | Transaction | +| | | | | Clarify case. | +| | | | | See your | +| | | | | channel's | +| | | | | Clarify case | +| | | | | policy. If the | +| | | | | issue continue, | +| | | | | transfer the | +| | | | | call to BMTS. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | feature only, | +| | | | | in the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice: | +| | | | | International | +| | | | | (INTL).  Data | +| | | | | Roaming | +| | | | | Profile: DREP | +| | | | | NATL or DREP | +| | | | | NATL NOCANMEX.  | +| | | | | Refer to | +| | | | | Roaming Profile | +| | | | | Field - TORCH. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | and Data | +| | | | | feature, in the | +| | | | | Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice Roaming | +| | | | | Profile: | +| | | | | DATA_INTL_PC100 | +| | | | | or | +| | | | | International. | +| | | | | Data Roaming | +| | | | | Profile: DREP_D | +| | | | | ATA_INTL_PC100 | +| | | | | or DREP INTL. | +| | | | | Refer to | +| | | | | Roaming | +| | | | |  Profile Field | +| | | | | - TORCH . BMTS | +| | | | | resolves | +| | | | | technical | +| | | | | issues for all | +| | | | | customer types | +| | | | | while roaming | +| | | | | overseas: | +| | | | | When a customer | +| | | | | is not properly | +| | | | | provisioned | +| | | | | when arriving | +| | | | | overseas, after | +| | | | | checking | +| | | | | eligibility and | +| | | | | authorization, | +| | | | | proceed to | +| | | | | provision the | +| | | | | international | +| | | | | feature.  | +| | | | | Check | +| | | | | provisioning as | +| | | | | stated above | +| | | | | and Test the | +| | | | | Resolution | +| | | | | (TTR): Only | +| | | | | if | +| | | | | unsuccessful, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS for a | +| | | | | resolution. | +| | | | | Suggested | +| | | | | Verbiage: | +| | | | | Mr./Ms. | +| | | | |  [Customer | +| | | | | Name], I just | +| | | | | added the | +| | | | | international | +| | | | | feature for | +| | | | | you. I am going | +| | | | | to partner you | +| | | | | with one of | +| | | | | AT&T's Advanced | +| | | | | Technical | +| | | | | Support | +| | | | | specialists who | +| | | | | will ensure you | +| | | | | will be able to | +| | | | | use your | +| | | | | service where | +| | | | | you are.  | +| | | | | Provide the | +| | | | | customer the | +| | | | | free number to | +| | | | | call from their | +| | | | | wireless phone | +| | | | | +1.314.925.6925 | +| | | | | .  If calling | +| | | | | from a wired | +| | | | | phone, a BMTS | +| | | | | specialist | +| | | | | calls back to | +| | | | | minimize the | +| | | | | cost to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key. For | +| | | | | the BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | If the customer | +| | | | | is calling on | +| | | | | behalf of the | +| | | | | end-user | +| | | | | (device not in | +| | | | | hand): Ask | +| | | | | the caller if | +| | | | | the end-user | +| | | | | has an | +| | | | | alternate | +| | | | | number they can | +| | | | | be contacted | +| | | | | on.  If there | +| | | | | is no alternate | +| | | | | number, provide | +| | | | | the customer | +| | | | | with the number | +| | | | | to BMTS at+1.31 | +| | | | | 4.925.6925, so | +| | | | | they can advise | +| | | | | the end-user to | +| | | | | call when they | +| | | | | are available | +| | | | | to continue tro | +| | | | | ubleshooting. | +| | | | | Customers | +| | | | | should | +| | | | | indicate: | +| | | | | Location Issue | +| | | | | Wireless | +| | | | | number  | +| | | | | Callback number | +| | | | | C-Level | +| | | | | customers (High | +| | | | | Level | +| | | | | Enterprise | +| | | | | Executives): | +| | | | | A special team | +| | | | | in BMTS handles | +| | | | | for IR issues.  | +| | | | | If a customer | +| | | | | self-identifies | +| | | | | as a C-Level | +| | | | | customer and | +| | | | | they are having | +| | | | | IR issues, | +| | | | | bridge the call | +| | | | | to BMTS and | +| | | | | tell the | +| | | | | representative | +| | | | | you have a | +| | | | | C-Level | +| | | | | customer. If a | +| | | | | CRU end-user, | +| | | | | AOP, or TCM | +| | | | | requests you | +| | | | | contact another | +| | | | | AOP/TCM/end- | +| | | | | user traveling | +| | | | | overseas, | +| | | | | advise the | +| | | | | caller that we | +| | | | | do not have | +| | | | | overseas | +| | | | | dialing | +| | | | | permissions | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 23 | [] | How does | If the | Content: What's | +| | | AT&T | customer has | New:In December | +| | | Business Int | a domestic | 2022 AT&T began | +| | | ernational | calling plan | notifying | +| | | Calling work | with capped | Business | +| | | with a | minutes, all | International | +| | | domestic | internationa | Calling feature | +| | | voice plan | l long | customers by | +| | | where | distance | email of | +| | | minutes are | calls with | upcoming | +| | | capped? | Business Int | updates | +| | | | ernational | effective | +| | | | Calling | February 1st, | +| | | | count | 2023.  Updates: | +| | | | against the | Per-minute | +| | | | domestic | rates for calls | +| | | | plan’s | to over 70 | +| | | | monthly | countries will | +| | | | allowance | decrease. Per- | +| | | | and may | minute rate for | +| | | | result in | calls to | +| | | | overage | Nigeria will | +| | | | charges. | increase to | +| | | | (Source: | $0.25/min. | +| | | | context) | Monthly | +| | | | | recurring | +| | | | | charge for the | +| | | | | feature will | +| | | | | increase from | +| | | | | $7.50/mo. to | +| | | | | $15/mo. per | +| | | | | line. In | +| | | | | addition, | +| | | | | starting | +| | | | | January 1, | +| | | | | 2023, AT&T is | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | Bill Message:Im | +| | | | | portant notice | +| | | | | about AT&T | +| | | | | Business | +| | | | | International | +| | | | | CallingStarting | +| | | | | in February | +| | | | | 2023, AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling per- | +| | | | | minute rates | +| | | | | will decrease | +| | | | | for calls to | +| | | | | over 70 | +| | | | | countries and | +| | | | | increase to | +| | | | | $0.25/minute | +| | | | | for calls to | +| | | | | Nigeria. In | +| | | | | addition, the | +| | | | | monthly | +| | | | | recurring | +| | | | | charge will | +| | | | | increase to | +| | | | | $15/month per | +| | | | | line. You will | +| | | | | see these new | +| | | | | rates in 1-2 | +| | | | | bills. For | +| | | | | current feature | +| | | | | information, go | +| | | | | to att.com/bizi | +| | | | | ntlcalling. | +| | | | | Para obtener | +| | | | | mas información | +| | | | | en español | +| | | | | sobre este | +| | | | | aumento de | +| | | | | precio puede | +| | | | | comunicarse al | +| | | | | 1-800-331-0500. | +| | | | | To see the | +| | | | | current AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling rates | +| | | | | by country, go | +| | | | | to att.com/intl | +| | | | | calling (at the | +| | | | | “See eligible | +| | | | | countries and | +| | | | | rates” link.) | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling is an | +| | | | | international | +| | | | | long distance | +| | | | | calling package | +| | | | | that helps keep | +| | | | | a customer’s | +| | | | | employees | +| | | | | connected when | +| | | | | calling from | +| | | | | the U.S., | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands to | +| | | | | their | +| | | | | colleagues and | +| | | | | customers | +| | | | | located abroad | +| | | | | in over 225 | +| | | | | countries. | +| | | | | Qualifying | +| | | | | Questions | | +| | | | | Procedures | | +| | | | | Set | +| | | | | Expectations | | +| | | | | FAQ Feature | +| | | | | Details MRC - | +| | | | | $15/mo. per | +| | | | | line SOC - | +| | | | | ILDBWCADV | +| | | | | Unlimited | +| | | | | calling* from | +| | | | | the U.S. to | +| | | | | over 80 | +| | | | | countries | +| | | | | (rated at | +| | | | | $0/minute). | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | additional | +| | | | | countries. For | +| | | | | details on | +| | | | | available | +| | | | | countries and | +| | | | | rates, visit ht | +| | | | | tp://att.com/in | +| | | | | ternationalcall | +| | | | | ing. (at the | +| | | | | "See eligible | +| | | | | countries and | +| | | | | rates" link) | +| | | | | Incompatible | +| | | | | with: | +| | | | | ICR – Call | +| | | | | restriction SOC | +| | | | | ICR1– Call | +| | | | | restriction SOC | +| | | | | ICR2– Call | +| | | | | restriction SOC | +| | | | | ILDWCADV – AT&T | +| | | | | International | +| | | | | Calling ILNYDR | +| | | | | – AT&T | +| | | | | Dominican | +| | | | | Republic | +| | | | | ZZNOILD – ILD | +| | | | | restriction SOC | +| | | | | ZZNOILD2 – ILD | +| | | | | restriction SOC | +| | | | | (formerly | +| | | | | ZZNOILD) | +| | | | | *Unlimited | +| | | | | calling | +| | | | | requires a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | unlimited | +| | | | | domestic | +| | | | | calling. If the | +| | | | | customer has a | +| | | | | domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. For | +| | | | | more | +| | | | | information on | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling, click | +| | | | | here. | +| | | | | Qualifying | +| | | | | Questions How | +| | | | | often do you | +| | | | | call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | Which countries | +| | | | | do you call? | +| | | | | How many of | +| | | | | your vendors, | +| | | | | customers or | +| | | | | colleagues live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your business | +| | | | | frequently | +| | | | | require you to | +| | | | | call another | +| | | | | country? | +| | | | | Procedures | +| | | | | Check | +| | | | | eligibility | +| | | | | (see ILD | +| | | | | Dialing | +| | | | | Eligibility in | +| | | | | Related Links). | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Provision the | +| | | | | feature in | +| | | | | OPUS. Set | +| | | | | Expectations | +| | | | | Explain what's | +| | | | | included or | +| | | | | covered. | +| | | | | Effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Explain | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. If | +| | | | | the customer | +| | | | | has a domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. | +| | | | | Source: | +| | | | | Content: If the | +| | | | | customer has | +| | | | | the appropriate | +| | | | | feature for | +| | | | | International | +| | | | | LD Dialing, are | +| | | | | no restrictions | +| | | | | in TORCH, and | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing see | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS and review | +| | | | | subtopics such | +| | | | | as Country | +| | | | | Codes and | +| | | | | Dialing Interna | +| | | | | tionally.  If | +| | | | | you have | +| | | | | exhausted all | +| | | | | troubleshooting | +| | | | | steps and the | +| | | | | customer is | +| | | | | still unable to | +| | | | | dial long | +| | | | | distance intern | +| | | | | ationally, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS If the | +| | | | | customer has | +| | | | | OfficeDirect | +| | | | | and cannot dial | +| | | | | long distance i | +| | | | | nternationally, | +| | | | | transfer the | +| | | | | caller to BM | +| | | | | IoT. Back to | +| | | | | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Do | Feature | +| | | | | Codes | Selling | +| | | | | Tips | FAQ ¶ ¶ | +| | | | | ¶ AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (formerly known | +| | | | | as World | +| | | | | Connect | +| | | | | Advantage)¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling is a | +| | | | | feature that | +| | | | | can be added to | +| | | | | a postpaid rate | +| | | | | plan. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Unlimited | +| | | | | calling to | +| | | | | Canada and | +| | | | | Mexico (rated | +| | | | | at $0/minute) | +| | | | | Unlimited | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 85 | +| | | | | countries. | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.See | +| | | | | Retired AT&T | +| | | | | World Connect | +| | | | | Value Rates for | +| | | | | additional | +| | | | | support.¶ $15 | +| | | | | per month, per | +| | | | | line. Feature | +| | | | | Code ILDWCADV¶ | +| | | | | See feature | +| | | | | codes for a | +| | | | | list on | +| | | | | incompatible | +| | | | | features.¶ If | +| | | | | a customer's | +| | | | | rate plan | +| | | | | doesn't include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/min) | +| | | | | apply to | +| | | | | international | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance. ¶ ¶ | +| | | | | ¶ World | +| | | | | Connect Value | +| | | | | (retired)¶ | +| | | | | Visit retired | +| | | | | rates for | +| | | | | additional | +| | | | | support.World | +| | | | | Connect Value | +| | | | | (retired) is an | +| | | | | ILD MRC | +| | | | | providing | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to 225 | +| | | | | countries. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Calling from | +| | | | | the U.S. to | +| | | | | Mexico and U.S. | +| | | | | to Canada is $0 | +| | | | | per minute. | +| | | | | Discounted | +| | | | | rates to both | +| | | | | wired and | +| | | | | wireless | +| | | | | numbers in over | +| | | | | 225 countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.¶ | +| | | | | $5 per month, | +| | | | | per line. | +| | | | | Feature Code: | +| | | | | ILWCV2 If the | +| | | | | customer's rate | +| | | | | plan doesn't | +| | | | | include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/minute) | +| | | | | apply to ILD | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance.¶ ¶ | +| | | | | Access to links | +| | | | | on this page is | +| | | | | restricted | +| | | | | based on your | +| | | | | profile.¶ ¶ ¶ | +| | | | | What I Need to | +| | | | | Know ¶ Check | +| | | | | eligibility, | +| | | | | using ILD | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Tell the | +| | | | | customer what | +| | | | | is included or | +| | | | | covered. | +| | | | | Provide the | +| | | | | effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Advise | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. ¶ ¶ | +| | | | | ¶ Feature ¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (ILDWCADV) and | +| | | | | SOC is | +| | | | | incompatible | +| | | | | with:¶ ¶ | +| | | | | World Connect | +| | | | | (ILWC) AT&T | +| | | | | Latin America | +| | | | | Talk and Text | +| | | | | (ILDLATT) AT&T | +| | | | | Latin America | +| | | | | Calling | +| | | | | (ILDLATWHP) | +| | | | | AT&T Dominican | +| | | | | Republic | +| | | | | (ILNYDR) AT&T | +| | | | | Caribbean | +| | | | | Calling (ILCC) | +| | | | | AT&T World | +| | | | | Connect for | +| | | | | Agent Sales | +| | | | | (ILWA) AT&T | +| | | | | World Connect | +| | | | | Value East Asia | +| | | | | and India | +| | | | | (ILWCA) The | +| | | | | SOC is also | +| | | | | incompatible | +| | | | | with the | +| | | | | following call | +| | | | | restriction | +| | | | | codes:¶ ¶ ICR | +| | | | | ICR1 ICR2 | +| | | | | ZZNOILD2 | +| | | | | (formerly | +| | | | | ZZNOILD) ¶ ¶ | +| | | | | ¶ Selling | +| | | | | Tips ¶ | +| | | | | Qualifying | +| | | | | Questions¶ ¶ | +| | | | | How often do | +| | | | | you call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | which | +| | | | | countries? How | +| | | | | many family | +| | | | | members or | +| | | | | friends live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your company's | +| | | | | business | +| | | | | require you | +| | | | | often call | +| | | | | another | +| | | | | country? ¶ ¶ | +| | | | | Source: | +| | | | | Content: iPhone | +| | | | | and most | +| | | | | BlackBerry | +| | | | | smartphones) | +| | | | | When using, you | +| | | | | are charged the | +| | | | | international | +| | | | | data rates.  | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming. | +| | | | | Exception: | +| | | | | Visual | +| | | | | Voicemail with | +| | | | | International | +| | | | | Data plan. If | +| | | | | needed, see | +| | | | | International | +| | | | | Roaming | +| | | | | Voicemail | +| | | | | Instructions | +| | | | | and Charge. | +| | | | | 5 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see | +| | | | | Provisioning | +| | | | | International | +| | | | | Roaming | +| | | | | Features. | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international | +| | | | | roaming | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Provisioning | +| | | | | international | +| | | | | roaming (IR) | +| | | | | features | +| | | | | (voice, | +| | | | | messaging, or | +| | | | | data) on a line | +| | | | | of service | +| | | | | enables | +| | | | | customers to | +| | | | | use voice, | +| | | | | messaging, and | +| | | | | data service, | +| | | | | depending on | +| | | | | their device, | +| | | | | while traveling | +| | | | | abroad. An IR | +| | | | | feature is | +| | | | | required on | +| | | | | each CTN that | +| | | | | plans to travel | +| | | | | internationally | +| | | | | or their | +| | | | | devices will | +| | | | | not work on the | +| | | | | cellular | +| | | | | network. Back | +| | | | | to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if a | +| | | | | feature was | +| | | | | provisioned | +| | | | | properly for | +| | | | | the customer: | +| | | | | Follow the | +| | | | | TORCH | +| | | | | guidelines.  | +| | | | | Provision the | +| | | | | feature, if | +| | | | | needed. If this | +| | | | | does not | +| | | | | resolve the | +| | | | | issue, use | +| | | | | standard | +| | | | | troubleshooting | +| | | | | steps to | +| | | | | determine the | +| | | | | issue (for | +| | | | | example: check | +| | | | | if the device | +| | | | | is | +| | | | | international | +| | | | | capable). If | +| | | | | unable to | +| | | | | provision a | +| | | | | feature: | +| | | | | File an Unable | +| | | | | to Complete | +| | | | | Transaction | +| | | | | Clarify case. | +| | | | | See your | +| | | | | channel's | +| | | | | Clarify case | +| | | | | policy. If the | +| | | | | issue continue, | +| | | | | transfer the | +| | | | | call to BMTS. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | feature only, | +| | | | | in the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice: | +| | | | | International | +| | | | | (INTL).  Data | +| | | | | Roaming | +| | | | | Profile: DREP | +| | | | | NATL or DREP | +| | | | | NATL NOCANMEX.  | +| | | | | Refer to | +| | | | | Roaming Profile | +| | | | | Field - TORCH. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | and Data | +| | | | | feature, in the | +| | | | | Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice Roaming | +| | | | | Profile: | +| | | | | DATA_INTL_PC100 | +| | | | | or | +| | | | | International. | +| | | | | Data Roaming | +| | | | | Profile: DREP_D | +| | | | | ATA_INTL_PC100 | +| | | | | or DREP INTL. | +| | | | | Refer to | +| | | | | Roaming | +| | | | |  Profile Field | +| | | | | - TORCH . BMTS | +| | | | | resolves | +| | | | | technical | +| | | | | issues for all | +| | | | | customer types | +| | | | | while roaming | +| | | | | overseas: | +| | | | | When a customer | +| | | | | is not properly | +| | | | | provisioned | +| | | | | when arriving | +| | | | | overseas, after | +| | | | | checking | +| | | | | eligibility and | +| | | | | authorization, | +| | | | | proceed to | +| | | | | provision the | +| | | | | international | +| | | | | feature.  | +| | | | | Check | +| | | | | provisioning as | +| | | | | stated above | +| | | | | and Test the | +| | | | | Resolution | +| | | | | (TTR): Only | +| | | | | if | +| | | | | unsuccessful, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS for a | +| | | | | resolution. | +| | | | | Suggested | +| | | | | Verbiage: | +| | | | | Mr./Ms. | +| | | | |  [Customer | +| | | | | Name], I just | +| | | | | added the | +| | | | | international | +| | | | | feature for | +| | | | | you. I am going | +| | | | | to partner you | +| | | | | with one of | +| | | | | AT&T's Advanced | +| | | | | Technical | +| | | | | Support | +| | | | | specialists who | +| | | | | will ensure you | +| | | | | will be able to | +| | | | | use your | +| | | | | service where | +| | | | | you are.  | +| | | | | Provide the | +| | | | | customer the | +| | | | | free number to | +| | | | | call from their | +| | | | | wireless phone | +| | | | | +1.314.925.6925 | +| | | | | .  If calling | +| | | | | from a wired | +| | | | | phone, a BMTS | +| | | | | specialist | +| | | | | calls back to | +| | | | | minimize the | +| | | | | cost to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key. For | +| | | | | the BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | If the customer | +| | | | | is calling on | +| | | | | behalf of the | +| | | | | end-user | +| | | | | (device not in | +| | | | | hand): Ask | +| | | | | the caller if | +| | | | | the end-user | +| | | | | has an | +| | | | | alternate | +| | | | | number they can | +| | | | | be contacted | +| | | | | on.  If there | +| | | | | is no alternate | +| | | | | number, provide | +| | | | | the customer | +| | | | | with the number | +| | | | | to BMTS at+1.31 | +| | | | | 4.925.6925, so | +| | | | | they can advise | +| | | | | the end-user to | +| | | | | call when they | +| | | | | are available | +| | | | | to continue tro | +| | | | | ubleshooting. | +| | | | | Customers | +| | | | | should | +| | | | | indicate: | +| | | | | Location Issue | +| | | | | Wireless | +| | | | | number  | +| | | | | Callback number | +| | | | | C-Level | +| | | | | customers (High | +| | | | | Level | +| | | | | Enterprise | +| | | | | Executives): | +| | | | | A special team | +| | | | | in BMTS handles | +| | | | | for IR issues.  | +| | | | | If a customer | +| | | | | self-identifies | +| | | | | as a C-Level | +| | | | | customer and | +| | | | | they are having | +| | | | | IR issues, | +| | | | | bridge the call | +| | | | | to BMTS and | +| | | | | tell the | +| | | | | representative | +| | | | | you have a | +| | | | | C-Level | +| | | | | customer. If a | +| | | | | CRU end-user, | +| | | | | AOP, or TCM | +| | | | | requests you | +| | | | | contact another | +| | | | | AOP/TCM/end- | +| | | | | user traveling | +| | | | | overseas, | +| | | | | advise the | +| | | | | caller that we | +| | | | | do not have | +| | | | | overseas | +| | | | | dialing | +| | | | | permissions | +| | | | | Source: | +| | | | | Content: . | +| | | | | Refer them to | +| | | | | their sales | +| | | | | account manager | +| | | | | for further | +| | | | | assistance. | +| | | | | BMC specialists | +| | | | | are required to | +| | | | | assist with | +| | | | | questions on | +| | | | | International | +| | | | | Device | +| | | | | Frequency, | +| | | | | Compatibility, | +| | | | | and Coverage. | +| | | | | Refer to the | +| | | | | Wireless Travel | +| | | | | Guide to find: | +| | | | | A list of | +| | | | | countries and | +| | | | | offers | +| | | | | Available | +| | | | | services and | +| | | | | technology | +| | | | | Information on | +| | | | | HD Voice | +| | | | | Information on | +| | | | | domestic rate | +| | | | | plan coverage | +| | | | | Back to Top | +| | | | | Additional | +| | | | | Resources Bill | +| | | | | Inquiry | +| | | | | International | +| | | | | Roaming Bill | +| | | | | Inquiry - BCSS | +| | | | | Customer | +| | | | | Notifications | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Data Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Text Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Voice Usage | +| | | | | Device How | +| | | | | to Use Your | +| | | | | Phone Outside | +| | | | | of the U.S. - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS Expired | +| | | | | International | +| | | | | Roaming Offers | +| | | | | CRU can still | +| | | | | add in business | +| | | | | channels only.  | +| | | | | For more see | +| | | | | World Traveler | +| | | | | Per Minute | +| | | | | Rate. Gulf | +| | | | | of Mexico | +| | | | | Roaming | +| | | | | International | +| | | | | Day Pass | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide AT&T | +| | | | | Coverage Viewer | +| | | | | Enter the | +| | | | | destination | +| | | | | address, ZIP | +| | | | | code, country, | +| | | | | or landmark in | +| | | | | the search | +| | | | | field.  Select | +| | | | | Wireless | +| | | | | Coverage Type > | +| | | | | International | +| | | | | >Voice, Data, | +| | | | | or Discount | +| | | | | Data > | +| | | | |  Search.  | +| | | | | Google Map | +| | | | | International | +| | | | | Services FAQ | +| | | | | PPU - | +| | | | | International | +| | | | | Data PPU | +| | | | | rates apply | +| | | | | when the | +| | | | | customer does | +| | | | | not have an OTC | +| | | | | or MRC Passport | +| | | | | package and | +| | | | | also apply when | +| | | | | outside the | +| | | | | countries that | +| | | | | the packages | +| | | | | cover. For a | +| | | | | list of | +| | | | | countries | +| | | | | covered by | +| | | | | these Passport | +| | | | | packages, see a | +| | | | | tt.com/globalco | +| | | | | untries. PPU | +| | | | | data rate in | +| | | | | all countries | +| | | | | (including | +| | | | | Canada) is | +| | | | | $0.002/KB | +| | | | | ($2.05/MB). | +| | | | | PPU data rate | +| | | | | for airlines is | +| | | | | $0.01/KB | +| | | | | ($10.24/MB). | +| | | | | PPU data rate | +| | | | | for cruise | +| | | | | ships is | +| | | | | $0.006/KB | +| | | | | ($6.14/MB). | +| | | | | PPU - | +| | | | | International | +| | | | | Talk & Text  | +| | | | | PPU Rates | +| | | | | Talk  Per | +| | | | | Minute Rate | +| | | | | Text Rate | +| | | | | Canada/Mexico | +| | | | | $1/minute | +| | | | | SMS sent - | +| | | | | $0.50  MMS | +| | | | | sent - $1.30  | +| | | | | SMS/MMS | +| | | | | received while | +| | | | | roaming is | +| | | | | charged at | +| | | | | domestic rates. | +| | | | | Europe | +| | | | | $2/minute | +| | | | | Rest of World | +| | | | | $3/minute | +| | | | | Airlines & | +| | | | | Cruise Ships | +| | | | | $3/minute Back | +| | | | | to Top Source: | ++----+--------------+----------------+----------------+-------------------+ +| 24 | [] | What are the | AI response: | Content: What's | +| | | details for | Business Int | New:In December | +| | | Business Int | ernational | 2022 AT&T began | +| | | ernational | Calling is | notifying | +| | | Calling? | an internati | Business | +| | | | onal long | International | +| | | | distance | Calling feature | +| | | | calling | customers by | +| | | | package that | email of | +| | | | helps keep a | upcoming | +| | | | customer’s | updates | +| | | | employees | effective | +| | | | connected | February 1st, | +| | | | when calling | 2023.  Updates: | +| | | | from the | Per-minute | +| | | | U.S., Puerto | rates for calls | +| | | | Rico and the | to over 70 | +| | | | U.S. Virgin | countries will | +| | | | Islands to | decrease. Per- | +| | | | their | minute rate for | +| | | | colleagues | calls to | +| | | | and | Nigeria will | +| | | | customers | increase to | +| | | | located | $0.25/min. | +| | | | abroad in | Monthly | +| | | | over 225 | recurring | +| | | | countries. | charge for the | +| | | | The monthly | feature will | +| | | | recurring | increase from | +| | | | charge for | $7.50/mo. to | +| | | | the feature | $15/mo. per | +| | | | will | line. In | +| | | | increase | addition, | +| | | | from | starting | +| | | | $7.50/mo. to | January 1, | +| | | | $15/mo. per | 2023, AT&T is | +| | | | line, and | notifying | +| | | | per-minute | Business | +| | | | rates for | International | +| | | | calls to | Calling feature | +| | | | over 70 | customers by | +| | | | countries | Bill Message:Im | +| | | | will | portant notice | +| | | | decrease, | about AT&T | +| | | | while the | Business | +| | | | per-minute | International | +| | | | rate for | CallingStarting | +| | | | calls to | in February | +| | | | Nigeria will | 2023, AT&T | +| | | | increase to | Business | +| | | | $0.25/min. | International | +| | | | For more | Calling per- | +| | | | information | minute rates | +| | | | on AT&T | will decrease | +| | | | Business Int | for calls to | +| | | | ernational | over 70 | +| | | | Calling, you | countries and | +| | | | can visit at | increase to | +| | | | t.com/bizint | $0.25/minute | +| | | | lcalling. | for calls to | +| | | | (Source: | Nigeria. In | +| | | | context) | addition, the | +| | | | | monthly | +| | | | | recurring | +| | | | | charge will | +| | | | | increase to | +| | | | | $15/month per | +| | | | | line. You will | +| | | | | see these new | +| | | | | rates in 1-2 | +| | | | | bills. For | +| | | | | current feature | +| | | | | information, go | +| | | | | to att.com/bizi | +| | | | | ntlcalling. | +| | | | | Para obtener | +| | | | | mas información | +| | | | | en español | +| | | | | sobre este | +| | | | | aumento de | +| | | | | precio puede | +| | | | | comunicarse al | +| | | | | 1-800-331-0500. | +| | | | | To see the | +| | | | | current AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling rates | +| | | | | by country, go | +| | | | | to att.com/intl | +| | | | | calling (at the | +| | | | | “See eligible | +| | | | | countries and | +| | | | | rates” link.) | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling is an | +| | | | | international | +| | | | | long distance | +| | | | | calling package | +| | | | | that helps keep | +| | | | | a customer’s | +| | | | | employees | +| | | | | connected when | +| | | | | calling from | +| | | | | the U.S., | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands to | +| | | | | their | +| | | | | colleagues and | +| | | | | customers | +| | | | | located abroad | +| | | | | in over 225 | +| | | | | countries. | +| | | | | Qualifying | +| | | | | Questions | | +| | | | | Procedures | | +| | | | | Set | +| | | | | Expectations | | +| | | | | FAQ Feature | +| | | | | Details MRC - | +| | | | | $15/mo. per | +| | | | | line SOC - | +| | | | | ILDBWCADV | +| | | | | Unlimited | +| | | | | calling* from | +| | | | | the U.S. to | +| | | | | over 80 | +| | | | | countries | +| | | | | (rated at | +| | | | | $0/minute). | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | additional | +| | | | | countries. For | +| | | | | details on | +| | | | | available | +| | | | | countries and | +| | | | | rates, visit ht | +| | | | | tp://att.com/in | +| | | | | ternationalcall | +| | | | | ing. (at the | +| | | | | "See eligible | +| | | | | countries and | +| | | | | rates" link) | +| | | | | Incompatible | +| | | | | with: | +| | | | | ICR – Call | +| | | | | restriction SOC | +| | | | | ICR1– Call | +| | | | | restriction SOC | +| | | | | ICR2– Call | +| | | | | restriction SOC | +| | | | | ILDWCADV – AT&T | +| | | | | International | +| | | | | Calling ILNYDR | +| | | | | – AT&T | +| | | | | Dominican | +| | | | | Republic | +| | | | | ZZNOILD – ILD | +| | | | | restriction SOC | +| | | | | ZZNOILD2 – ILD | +| | | | | restriction SOC | +| | | | | (formerly | +| | | | | ZZNOILD) | +| | | | | *Unlimited | +| | | | | calling | +| | | | | requires a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | unlimited | +| | | | | domestic | +| | | | | calling. If the | +| | | | | customer has a | +| | | | | domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. For | +| | | | | more | +| | | | | information on | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling, click | +| | | | | here. | +| | | | | Qualifying | +| | | | | Questions How | +| | | | | often do you | +| | | | | call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | Which countries | +| | | | | do you call? | +| | | | | How many of | +| | | | | your vendors, | +| | | | | customers or | +| | | | | colleagues live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your business | +| | | | | frequently | +| | | | | require you to | +| | | | | call another | +| | | | | country? | +| | | | | Procedures | +| | | | | Check | +| | | | | eligibility | +| | | | | (see ILD | +| | | | | Dialing | +| | | | | Eligibility in | +| | | | | Related Links). | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Provision the | +| | | | | feature in | +| | | | | OPUS. Set | +| | | | | Expectations | +| | | | | Explain what's | +| | | | | included or | +| | | | | covered. | +| | | | | Effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Explain | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. If | +| | | | | the customer | +| | | | | has a domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. | +| | | | | Source: | +| | | | | Content: If the | +| | | | | customer has | +| | | | | the appropriate | +| | | | | feature for | +| | | | | International | +| | | | | LD Dialing, are | +| | | | | no restrictions | +| | | | | in TORCH, and | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing see | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS and review | +| | | | | subtopics such | +| | | | | as Country | +| | | | | Codes and | +| | | | | Dialing Interna | +| | | | | tionally.  If | +| | | | | you have | +| | | | | exhausted all | +| | | | | troubleshooting | +| | | | | steps and the | +| | | | | customer is | +| | | | | still unable to | +| | | | | dial long | +| | | | | distance intern | +| | | | | ationally, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS If the | +| | | | | customer has | +| | | | | OfficeDirect | +| | | | | and cannot dial | +| | | | | long distance i | +| | | | | nternationally, | +| | | | | transfer the | +| | | | | caller to BM | +| | | | | IoT. Back to | +| | | | | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: | +| | | | | 2 BCSS | +| | | | | representatives | +| | | | | are required to | +| | | | | fully discuss | +| | | | | and provision | +| | | | | all | +| | | | | international | +| | | | | features and | +| | | | | rate plan adds | +| | | | | and changes. | +| | | | | Voice: | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired).  | +| | | | | Messaging: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages.  | +| | | | | Only offer | +| | | | | currently | +| | | | | available | +| | | | | features.  | +| | | | | 3 Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See  | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T Wo | +| | | | | rld: www.att.co | +| | | | | m/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Long Distance | +| | | | | Review the | +| | | | | Country Code | +| | | | | and the correct | +| | | | | dialing | +| | | | | patterns for | +| | | | | the countries | +| | | | | the customer is | +| | | | | calling. | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | From the U.S. - | +| | | | | International | +| | | | | LD Messaging | +| | | | | feature | +| | | | | Sending - | +| | | | | International | +| | | | | text messages | +| | | | | sent from the | +| | | | | U.S. do not | +| | | | | draw from a | +| | | | | customer's | +| | | | | domestic | +| | | | | messaging plan: | +| | | | | After included | +| | | | | international | +| | | | | messages are | +| | | | | exceeded, | +| | | | | billing is as | +| | | | | follows: | +| | | | | Text - $0.25 | +| | | | | per message  | +| | | | | Picture/Video - | +| | | | | $0.50  | +| | | | | Receiving - | +| | | | | Messages | +| | | | | received from | +| | | | | an | +| | | | | international | +| | | | | number are | +| | | | | billed at the | +| | | | | domestic PPU | +| | | | | rate or | +| | | | | deducted from | +| | | | | the domestic | +| | | | | messaging | +| | | | | package.  | +| | | | | 4 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see OPUS Hub | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international  | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if the | +| | | | | feature was | +| | | | | provisioned | +| | | | | correctly: | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | feature: ◦In | +| | | | | the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - Class | +| | | | | of Service | +| | | | | Restrictions | +| | | | | section: | +| | | | | Outbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Inbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Clarify and | +| | | | | confirm that | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing and | +| | | | | not with | +| | | | | domestic | +| | | | | dialing.  | +| | | | | Source: | +| | | | | Content: | +| | | | | Eligibility | | +| | | | | Provisioning | | +| | | | | Troubleshooting | +| | | | | | Additional | +| | | | | Resources What | +| | | | | is | +| | | | | International | +| | | | | Long Distance | +| | | | | The customer is | +| | | | | in the U.S.  | +| | | | | They are using | +| | | | | the mobile | +| | | | | device to | +| | | | | call/send a | +| | | | | message to | +| | | | | someone in a | +| | | | | foreign | +| | | | | country. | +| | | | | Example: The | +| | | | | customer is in | +| | | | | Atlanta placing | +| | | | | a call or | +| | | | | sending a text | +| | | | | message to | +| | | | | Germany.  | +| | | | | Exception: | +| | | | | These countries | +| | | | | and territories | +| | | | | use the North | +| | | | | American Number | +| | | | | plan and the | +| | | | | ILD feature is | +| | | | | not needed to | +| | | | | call: | +| | | | | American | +| | | | | Samoa,* | +| | | | | Anguilla, | +| | | | | Antigua, | +| | | | | Barbuda, | +| | | | | Bahamas, | +| | | | | Barbados, | +| | | | | Bermuda, | +| | | | | British | +| | | | | Dominican | +| | | | | Republic, | +| | | | | Canada, | +| | | | | Grenada, | +| | | | | Jamaica, | +| | | | | Montserrat, St. | +| | | | | Lucia, St. | +| | | | | Kitts, Nevis, | +| | | | | St. Vincent, | +| | | | | the Grenadines, | +| | | | | Sint Maarten | +| | | | | (this is not | +| | | | | St. Martin), | +| | | | | Trinidad, | +| | | | | Tobago, Turks, | +| | | | | Caicos, and | +| | | | | U.S. | +| | | | | territories | +| | | | | (Guam, Northern | +| | | | | Mariana | +| | | | | Islands, Puerto | +| | | | | Rico, and the | +| | | | | USVI) | +| | | | | *Calls to | +| | | | | American Samoa | +| | | | | rate as an | +| | | | | international | +| | | | | toll call. | +| | | | | Recommend an | +| | | | | ILD feature for | +| | | | | customers | +| | | | | calling | +| | | | | American Samoa. | +| | | | | Back to Top | +| | | | | Eligibility | +| | | | | CRU (FAN/Non- | +| | | | | FAN) | +| | | | | Enterprise GBS | +| | | | | - All | +| | | | | international | +| | | | | services are | +| | | | | available to | +| | | | | Enterprise | +| | | | | customers | +| | | | | (TLG/NBI - | +| | | | | credit class A, | +| | | | | J, M) at time | +| | | | | of activation.  | +| | | | | For all other | +| | | | | CRU customers, | +| | | | | eligibility | +| | | | | rules are as | +| | | | | follows:  | +| | | | | Any | +| | | | | international | +| | | | | long distance | +| | | | | service is | +| | | | | available at | +| | | | | activation to | +| | | | | customers in | +| | | | | AT&T Retail | +| | | | | with qualifying | +| | | | | credit | +| | | | | classes.  | +| | | | | Otherwise, 3 | +| | | | | months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN with good | +| | | | | payment history | +| | | | | and no current | +| | | | | fraud hotline | +| | | | | is required.  | +| | | | | SIG | +| | | | | BMC/BME: | +| | | | | Transfer all | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | requests to | +| | | | | provision | +| | | | | international | +| | | | | features to | +| | | | | Consumer | +| | | | | Customer | +| | | | | Service.  | +| | | | | Others: Check | +| | | | | Eligibility  | +| | | | | Three months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN  A good | +| | | | | payment | +| | | | | history  No | +| | | | | current fraud | +| | | | | hotline  | +| | | | | Exception: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | packages do not | +| | | | | require an | +| | | | | eligibility | +| | | | | check, | +| | | | | provision.  | +| | | | | The billing | +| | | | | system | +| | | | | automatically | +| | | | | checks the | +| | | | | above | +| | | | | eligibility | +| | | | | rules upon | +| | | | | provisioning. | +| | | | |  See | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | Eligibility  | +| | | | | Back to Top | +| | | | | Provisioning | +| | | | | International | +| | | | | Feature Already | +| | | | | Provisioned | +| | | | | Assist the | +| | | | | customer with | +| | | | | their request. | +| | | | | Verify Feature | +| | | | | is Provisioned | +| | | | | Verify the | +| | | | | feature is in | +| | | | | the billing | +| | | | | system | +| | | | | (Telegence). | +| | | | | Verify the | +| | | | | information in | +| | | | | TORCH matches | +| | | | | the feature in | +| | | | | the billing | +| | | | | system. | +| | | | | If Then | +| | | | | Not Provisioned | +| | | | | Correctly | +| | | | | Follow Check | +| | | | | International | +| | | | | Features | +| | | | | Provisioning - | +| | | | | TORCH | +| | | | | Provisioned | +| | | | | Correctly | +| | | | | Review the | +| | | | | feature | +| | | | | expectations | +| | | | | with the | +| | | | | customer | +| | | | | in step 3  of | +| | | | | the No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | section. | +| | | | | Add / Change | +| | | | | Feature Follow | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | steps. | +| | | | | Remove Feature | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know | +| | | | | Inform the | +| | | | | customer they | +| | | | | can add and | +| | | | | remove | +| | | | | International | +| | | | | Voice and Data | +| | | | | features: | +| | | | | CRU customers: | +| | | | | Use Premier. | +| | | | | If the feature | +| | | | | is removed or | +| | | | | set to be | +| | | | | removed on a | +| | | | | future date:  | +| | | | | Explain how the | +| | | | | prorated | +| | | | | charges will | +| | | | | appear on the | +| | | | | customer's next | +| | | | | bill following | +| | | | | the feature | +| | | | | removal.  | +| | | | | Explain any | +| | | | | prorated | +| | | | | minutes or | +| | | | | messages, if | +| | | | | applicable.  | +| | | | | Advise the | +| | | | | customer that | +| | | | | dialing to a | +| | | | | country within | +| | | | | the North | +| | | | | American | +| | | | | Numbering plan | +| | | | | does not | +| | | | | require an ILD | +| | | | | feature on the | +| | | | | customer's | +| | | | | mobile number | +| | | | | and they still | +| | | | | have the | +| | | | | ability to dial | +| | | | | to these | +| | | | | countries: | +| | | | | Refer to Intern | +| | | | | ational Long | +| | | | | Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired). | +| | | | | Charges may | +| | | | | take up to 60 | +| | | | | days for | +| | | | | minutes (or | +| | | | | charges) used | +| | | | | outside their | +| | | | | home area to | +| | | | | appear on their | +| | | | | bill. | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | 1 Confirm the | +| | | | | customer's | +| | | | | eligibility. | +| | | | | If not | +| | | | | eligible, and | +| | | | | requesting an | +| | | | | exception, foll | +| | | | | ow Internationa | +| | | | | l Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS. | +| | | | | Per the | +| | | | | exception | +| | | | | process for CRU | +| | | | | customers, | +| | | | | review features | +| | | | | and | +| | | | | expectations | +| | | | | before | +| | | | | requesting an | +| | | | | international | +| | | | | feature. | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Do | Feature | +| | | | | Codes | Selling | +| | | | | Tips | FAQ ¶ ¶ | +| | | | | ¶ AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (formerly known | +| | | | | as World | +| | | | | Connect | +| | | | | Advantage)¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling is a | +| | | | | feature that | +| | | | | can be added to | +| | | | | a postpaid rate | +| | | | | plan. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Unlimited | +| | | | | calling to | +| | | | | Canada and | +| | | | | Mexico (rated | +| | | | | at $0/minute) | +| | | | | Unlimited | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 85 | +| | | | | countries. | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.See | +| | | | | Retired AT&T | +| | | | | World Connect | +| | | | | Value Rates for | +| | | | | additional | +| | | | | support.¶ $15 | +| | | | | per month, per | +| | | | | line. Feature | +| | | | | Code ILDWCADV¶ | +| | | | | See feature | +| | | | | codes for a | +| | | | | list on | +| | | | | incompatible | +| | | | | features.¶ If | +| | | | | a customer's | +| | | | | rate plan | +| | | | | doesn't include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/min) | +| | | | | apply to | +| | | | | international | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance. ¶ ¶ | +| | | | | ¶ World | +| | | | | Connect Value | +| | | | | (retired)¶ | +| | | | | Visit retired | +| | | | | rates for | +| | | | | additional | +| | | | | support.World | +| | | | | Connect Value | +| | | | | (retired) is an | +| | | | | ILD MRC | +| | | | | providing | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to 225 | +| | | | | countries. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Calling from | +| | | | | the U.S. to | +| | | | | Mexico and U.S. | +| | | | | to Canada is $0 | +| | | | | per minute. | +| | | | | Discounted | +| | | | | rates to both | +| | | | | wired and | +| | | | | wireless | +| | | | | numbers in over | +| | | | | 225 countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.¶ | +| | | | | $5 per month, | +| | | | | per line. | +| | | | | Feature Code: | +| | | | | ILWCV2 If the | +| | | | | customer's rate | +| | | | | plan doesn't | +| | | | | include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/minute) | +| | | | | apply to ILD | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance.¶ ¶ | +| | | | | Access to links | +| | | | | on this page is | +| | | | | restricted | +| | | | | based on your | +| | | | | profile.¶ ¶ ¶ | +| | | | | What I Need to | +| | | | | Know ¶ Check | +| | | | | eligibility, | +| | | | | using ILD | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Tell the | +| | | | | customer what | +| | | | | is included or | +| | | | | covered. | +| | | | | Provide the | +| | | | | effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Advise | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. ¶ ¶ | +| | | | | ¶ Feature ¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (ILDWCADV) and | +| | | | | SOC is | +| | | | | incompatible | +| | | | | with:¶ ¶ | +| | | | | World Connect | +| | | | | (ILWC) AT&T | +| | | | | Latin America | +| | | | | Talk and Text | +| | | | | (ILDLATT) AT&T | +| | | | | Latin America | +| | | | | Calling | +| | | | | (ILDLATWHP) | +| | | | | AT&T Dominican | +| | | | | Republic | +| | | | | (ILNYDR) AT&T | +| | | | | Caribbean | +| | | | | Calling (ILCC) | +| | | | | AT&T World | +| | | | | Connect for | +| | | | | Agent Sales | +| | | | | (ILWA) AT&T | +| | | | | World Connect | +| | | | | Value East Asia | +| | | | | and India | +| | | | | (ILWCA) The | +| | | | | SOC is also | +| | | | | incompatible | +| | | | | with the | +| | | | | following call | +| | | | | restriction | +| | | | | codes:¶ ¶ ICR | +| | | | | ICR1 ICR2 | +| | | | | ZZNOILD2 | +| | | | | (formerly | +| | | | | ZZNOILD) ¶ ¶ | +| | | | | ¶ Selling | +| | | | | Tips ¶ | +| | | | | Qualifying | +| | | | | Questions¶ ¶ | +| | | | | How often do | +| | | | | you call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | which | +| | | | | countries? How | +| | | | | many family | +| | | | | members or | +| | | | | friends live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your company's | +| | | | | business | +| | | | | require you | +| | | | | often call | +| | | | | another | +| | | | | country? ¶ ¶ | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 25 | [] | What happens | If a | Content: What's | +| | | if a | customer | New:In December | +| | | customer | wants to | 2022 AT&T began | +| | | wants to | remove or | notifying | +| | | add/remove | add the | Business | +| | | the Business | Business Int | International | +| | | Internationa | ernational | Calling feature | +| | | l Calling | Calling | customers by | +| | | package from | package from | email of | +| | | their | their | upcoming | +| | | account | account | updates | +| | | before their | before their | effective | +| | | monthly bill | monthly bill | February 1st, | +| | | cycle ends? | cycle ends, | 2023.  Updates: | +| | | | they can do | Per-minute | +| | | | so. However, | rates for calls | +| | | | they should | to over 70 | +| | | | be informed | countries will | +| | | | that | decrease. Per- | +| | | | prorated | minute rate for | +| | | | charges may | calls to | +| | | | appear on | Nigeria will | +| | | | their next | increase to | +| | | | bill | $0.25/min. | +| | | | following | Monthly | +| | | | the feature | recurring | +| | | | removal or | charge for the | +| | | | addition. Ad | feature will | +| | | | ditionally, | increase from | +| | | | if the | $7.50/mo. to | +| | | | customer has | $15/mo. per | +| | | | a domestic | line. In | +| | | | calling plan | addition, | +| | | | with capped | starting | +| | | | minutes, all | January 1, | +| | | | internationa | 2023, AT&T is | +| | | | l long | notifying | +| | | | distance | Business | +| | | | calls with | International | +| | | | Business Int | Calling feature | +| | | | ernational | customers by | +| | | | Calling | Bill Message:Im | +| | | | count | portant notice | +| | | | against the | about AT&T | +| | | | domestic | Business | +| | | | plan’s | International | +| | | | monthly | CallingStarting | +| | | | allowance | in February | +| | | | and may | 2023, AT&T | +| | | | result in | Business | +| | | | overage | International | +| | | | charges. | Calling per- | +| | | | (Source: | minute rates | +| | | | Content) | will decrease | +| | | | | for calls to | +| | | | | over 70 | +| | | | | countries and | +| | | | | increase to | +| | | | | $0.25/minute | +| | | | | for calls to | +| | | | | Nigeria. In | +| | | | | addition, the | +| | | | | monthly | +| | | | | recurring | +| | | | | charge will | +| | | | | increase to | +| | | | | $15/month per | +| | | | | line. You will | +| | | | | see these new | +| | | | | rates in 1-2 | +| | | | | bills. For | +| | | | | current feature | +| | | | | information, go | +| | | | | to att.com/bizi | +| | | | | ntlcalling. | +| | | | | Para obtener | +| | | | | mas información | +| | | | | en español | +| | | | | sobre este | +| | | | | aumento de | +| | | | | precio puede | +| | | | | comunicarse al | +| | | | | 1-800-331-0500. | +| | | | | To see the | +| | | | | current AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling rates | +| | | | | by country, go | +| | | | | to att.com/intl | +| | | | | calling (at the | +| | | | | “See eligible | +| | | | | countries and | +| | | | | rates” link.) | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling is an | +| | | | | international | +| | | | | long distance | +| | | | | calling package | +| | | | | that helps keep | +| | | | | a customer’s | +| | | | | employees | +| | | | | connected when | +| | | | | calling from | +| | | | | the U.S., | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands to | +| | | | | their | +| | | | | colleagues and | +| | | | | customers | +| | | | | located abroad | +| | | | | in over 225 | +| | | | | countries. | +| | | | | Qualifying | +| | | | | Questions | | +| | | | | Procedures | | +| | | | | Set | +| | | | | Expectations | | +| | | | | FAQ Feature | +| | | | | Details MRC - | +| | | | | $15/mo. per | +| | | | | line SOC - | +| | | | | ILDBWCADV | +| | | | | Unlimited | +| | | | | calling* from | +| | | | | the U.S. to | +| | | | | over 80 | +| | | | | countries | +| | | | | (rated at | +| | | | | $0/minute). | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | additional | +| | | | | countries. For | +| | | | | details on | +| | | | | available | +| | | | | countries and | +| | | | | rates, visit ht | +| | | | | tp://att.com/in | +| | | | | ternationalcall | +| | | | | ing. (at the | +| | | | | "See eligible | +| | | | | countries and | +| | | | | rates" link) | +| | | | | Incompatible | +| | | | | with: | +| | | | | ICR – Call | +| | | | | restriction SOC | +| | | | | ICR1– Call | +| | | | | restriction SOC | +| | | | | ICR2– Call | +| | | | | restriction SOC | +| | | | | ILDWCADV – AT&T | +| | | | | International | +| | | | | Calling ILNYDR | +| | | | | – AT&T | +| | | | | Dominican | +| | | | | Republic | +| | | | | ZZNOILD – ILD | +| | | | | restriction SOC | +| | | | | ZZNOILD2 – ILD | +| | | | | restriction SOC | +| | | | | (formerly | +| | | | | ZZNOILD) | +| | | | | *Unlimited | +| | | | | calling | +| | | | | requires a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | unlimited | +| | | | | domestic | +| | | | | calling. If the | +| | | | | customer has a | +| | | | | domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. For | +| | | | | more | +| | | | | information on | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling, click | +| | | | | here. | +| | | | | Qualifying | +| | | | | Questions How | +| | | | | often do you | +| | | | | call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | Which countries | +| | | | | do you call? | +| | | | | How many of | +| | | | | your vendors, | +| | | | | customers or | +| | | | | colleagues live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your business | +| | | | | frequently | +| | | | | require you to | +| | | | | call another | +| | | | | country? | +| | | | | Procedures | +| | | | | Check | +| | | | | eligibility | +| | | | | (see ILD | +| | | | | Dialing | +| | | | | Eligibility in | +| | | | | Related Links). | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Provision the | +| | | | | feature in | +| | | | | OPUS. Set | +| | | | | Expectations | +| | | | | Explain what's | +| | | | | included or | +| | | | | covered. | +| | | | | Effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Explain | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. If | +| | | | | the customer | +| | | | | has a domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. | +| | | | | Source: | +| | | | | Content: | +| | | | | 2 BCSS | +| | | | | representatives | +| | | | | are required to | +| | | | | fully discuss | +| | | | | and provision | +| | | | | all | +| | | | | international | +| | | | | features and | +| | | | | rate plan adds | +| | | | | and changes. | +| | | | | Voice: | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired).  | +| | | | | Messaging: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages.  | +| | | | | Only offer | +| | | | | currently | +| | | | | available | +| | | | | features.  | +| | | | | 3 Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See  | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T Wo | +| | | | | rld: www.att.co | +| | | | | m/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Long Distance | +| | | | | Review the | +| | | | | Country Code | +| | | | | and the correct | +| | | | | dialing | +| | | | | patterns for | +| | | | | the countries | +| | | | | the customer is | +| | | | | calling. | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | From the U.S. - | +| | | | | International | +| | | | | LD Messaging | +| | | | | feature | +| | | | | Sending - | +| | | | | International | +| | | | | text messages | +| | | | | sent from the | +| | | | | U.S. do not | +| | | | | draw from a | +| | | | | customer's | +| | | | | domestic | +| | | | | messaging plan: | +| | | | | After included | +| | | | | international | +| | | | | messages are | +| | | | | exceeded, | +| | | | | billing is as | +| | | | | follows: | +| | | | | Text - $0.25 | +| | | | | per message  | +| | | | | Picture/Video - | +| | | | | $0.50  | +| | | | | Receiving - | +| | | | | Messages | +| | | | | received from | +| | | | | an | +| | | | | international | +| | | | | number are | +| | | | | billed at the | +| | | | | domestic PPU | +| | | | | rate or | +| | | | | deducted from | +| | | | | the domestic | +| | | | | messaging | +| | | | | package.  | +| | | | | 4 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see OPUS Hub | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international  | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if the | +| | | | | feature was | +| | | | | provisioned | +| | | | | correctly: | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | feature: ◦In | +| | | | | the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - Class | +| | | | | of Service | +| | | | | Restrictions | +| | | | | section: | +| | | | | Outbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Inbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Clarify and | +| | | | | confirm that | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing and | +| | | | | not with | +| | | | | domestic | +| | | | | dialing.  | +| | | | | Source: | +| | | | | Content: If the | +| | | | | customer has | +| | | | | the appropriate | +| | | | | feature for | +| | | | | International | +| | | | | LD Dialing, are | +| | | | | no restrictions | +| | | | | in TORCH, and | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing see | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS and review | +| | | | | subtopics such | +| | | | | as Country | +| | | | | Codes and | +| | | | | Dialing Interna | +| | | | | tionally.  If | +| | | | | you have | +| | | | | exhausted all | +| | | | | troubleshooting | +| | | | | steps and the | +| | | | | customer is | +| | | | | still unable to | +| | | | | dial long | +| | | | | distance intern | +| | | | | ationally, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS If the | +| | | | | customer has | +| | | | | OfficeDirect | +| | | | | and cannot dial | +| | | | | long distance i | +| | | | | nternationally, | +| | | | | transfer the | +| | | | | caller to BM | +| | | | | IoT. Back to | +| | | | | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: | +| | | | | Eligibility | | +| | | | | Provisioning | | +| | | | | Troubleshooting | +| | | | | | Additional | +| | | | | Resources What | +| | | | | is | +| | | | | International | +| | | | | Long Distance | +| | | | | The customer is | +| | | | | in the U.S.  | +| | | | | They are using | +| | | | | the mobile | +| | | | | device to | +| | | | | call/send a | +| | | | | message to | +| | | | | someone in a | +| | | | | foreign | +| | | | | country. | +| | | | | Example: The | +| | | | | customer is in | +| | | | | Atlanta placing | +| | | | | a call or | +| | | | | sending a text | +| | | | | message to | +| | | | | Germany.  | +| | | | | Exception: | +| | | | | These countries | +| | | | | and territories | +| | | | | use the North | +| | | | | American Number | +| | | | | plan and the | +| | | | | ILD feature is | +| | | | | not needed to | +| | | | | call: | +| | | | | American | +| | | | | Samoa,* | +| | | | | Anguilla, | +| | | | | Antigua, | +| | | | | Barbuda, | +| | | | | Bahamas, | +| | | | | Barbados, | +| | | | | Bermuda, | +| | | | | British | +| | | | | Dominican | +| | | | | Republic, | +| | | | | Canada, | +| | | | | Grenada, | +| | | | | Jamaica, | +| | | | | Montserrat, St. | +| | | | | Lucia, St. | +| | | | | Kitts, Nevis, | +| | | | | St. Vincent, | +| | | | | the Grenadines, | +| | | | | Sint Maarten | +| | | | | (this is not | +| | | | | St. Martin), | +| | | | | Trinidad, | +| | | | | Tobago, Turks, | +| | | | | Caicos, and | +| | | | | U.S. | +| | | | | territories | +| | | | | (Guam, Northern | +| | | | | Mariana | +| | | | | Islands, Puerto | +| | | | | Rico, and the | +| | | | | USVI) | +| | | | | *Calls to | +| | | | | American Samoa | +| | | | | rate as an | +| | | | | international | +| | | | | toll call. | +| | | | | Recommend an | +| | | | | ILD feature for | +| | | | | customers | +| | | | | calling | +| | | | | American Samoa. | +| | | | | Back to Top | +| | | | | Eligibility | +| | | | | CRU (FAN/Non- | +| | | | | FAN) | +| | | | | Enterprise GBS | +| | | | | - All | +| | | | | international | +| | | | | services are | +| | | | | available to | +| | | | | Enterprise | +| | | | | customers | +| | | | | (TLG/NBI - | +| | | | | credit class A, | +| | | | | J, M) at time | +| | | | | of activation.  | +| | | | | For all other | +| | | | | CRU customers, | +| | | | | eligibility | +| | | | | rules are as | +| | | | | follows:  | +| | | | | Any | +| | | | | international | +| | | | | long distance | +| | | | | service is | +| | | | | available at | +| | | | | activation to | +| | | | | customers in | +| | | | | AT&T Retail | +| | | | | with qualifying | +| | | | | credit | +| | | | | classes.  | +| | | | | Otherwise, 3 | +| | | | | months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN with good | +| | | | | payment history | +| | | | | and no current | +| | | | | fraud hotline | +| | | | | is required.  | +| | | | | SIG | +| | | | | BMC/BME: | +| | | | | Transfer all | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | requests to | +| | | | | provision | +| | | | | international | +| | | | | features to | +| | | | | Consumer | +| | | | | Customer | +| | | | | Service.  | +| | | | | Others: Check | +| | | | | Eligibility  | +| | | | | Three months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN  A good | +| | | | | payment | +| | | | | history  No | +| | | | | current fraud | +| | | | | hotline  | +| | | | | Exception: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | packages do not | +| | | | | require an | +| | | | | eligibility | +| | | | | check, | +| | | | | provision.  | +| | | | | The billing | +| | | | | system | +| | | | | automatically | +| | | | | checks the | +| | | | | above | +| | | | | eligibility | +| | | | | rules upon | +| | | | | provisioning. | +| | | | |  See | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | Eligibility  | +| | | | | Back to Top | +| | | | | Provisioning | +| | | | | International | +| | | | | Feature Already | +| | | | | Provisioned | +| | | | | Assist the | +| | | | | customer with | +| | | | | their request. | +| | | | | Verify Feature | +| | | | | is Provisioned | +| | | | | Verify the | +| | | | | feature is in | +| | | | | the billing | +| | | | | system | +| | | | | (Telegence). | +| | | | | Verify the | +| | | | | information in | +| | | | | TORCH matches | +| | | | | the feature in | +| | | | | the billing | +| | | | | system. | +| | | | | If Then | +| | | | | Not Provisioned | +| | | | | Correctly | +| | | | | Follow Check | +| | | | | International | +| | | | | Features | +| | | | | Provisioning - | +| | | | | TORCH | +| | | | | Provisioned | +| | | | | Correctly | +| | | | | Review the | +| | | | | feature | +| | | | | expectations | +| | | | | with the | +| | | | | customer | +| | | | | in step 3  of | +| | | | | the No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | section. | +| | | | | Add / Change | +| | | | | Feature Follow | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | steps. | +| | | | | Remove Feature | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know | +| | | | | Inform the | +| | | | | customer they | +| | | | | can add and | +| | | | | remove | +| | | | | International | +| | | | | Voice and Data | +| | | | | features: | +| | | | | CRU customers: | +| | | | | Use Premier. | +| | | | | If the feature | +| | | | | is removed or | +| | | | | set to be | +| | | | | removed on a | +| | | | | future date:  | +| | | | | Explain how the | +| | | | | prorated | +| | | | | charges will | +| | | | | appear on the | +| | | | | customer's next | +| | | | | bill following | +| | | | | the feature | +| | | | | removal.  | +| | | | | Explain any | +| | | | | prorated | +| | | | | minutes or | +| | | | | messages, if | +| | | | | applicable.  | +| | | | | Advise the | +| | | | | customer that | +| | | | | dialing to a | +| | | | | country within | +| | | | | the North | +| | | | | American | +| | | | | Numbering plan | +| | | | | does not | +| | | | | require an ILD | +| | | | | feature on the | +| | | | | customer's | +| | | | | mobile number | +| | | | | and they still | +| | | | | have the | +| | | | | ability to dial | +| | | | | to these | +| | | | | countries: | +| | | | | Refer to Intern | +| | | | | ational Long | +| | | | | Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired). | +| | | | | Charges may | +| | | | | take up to 60 | +| | | | | days for | +| | | | | minutes (or | +| | | | | charges) used | +| | | | | outside their | +| | | | | home area to | +| | | | | appear on their | +| | | | | bill. | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | 1 Confirm the | +| | | | | customer's | +| | | | | eligibility. | +| | | | | If not | +| | | | | eligible, and | +| | | | | requesting an | +| | | | | exception, foll | +| | | | | ow Internationa | +| | | | | l Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS. | +| | | | | Per the | +| | | | | exception | +| | | | | process for CRU | +| | | | | customers, | +| | | | | review features | +| | | | | and | +| | | | | expectations | +| | | | | before | +| | | | | requesting an | +| | | | | international | +| | | | | feature. | +| | | | | Source: | +| | | | | Content: . | +| | | | | Refer them to | +| | | | | their sales | +| | | | | account manager | +| | | | | for further | +| | | | | assistance. | +| | | | | BMC specialists | +| | | | | are required to | +| | | | | assist with | +| | | | | questions on | +| | | | | International | +| | | | | Device | +| | | | | Frequency, | +| | | | | Compatibility, | +| | | | | and Coverage. | +| | | | | Refer to the | +| | | | | Wireless Travel | +| | | | | Guide to find: | +| | | | | A list of | +| | | | | countries and | +| | | | | offers | +| | | | | Available | +| | | | | services and | +| | | | | technology | +| | | | | Information on | +| | | | | HD Voice | +| | | | | Information on | +| | | | | domestic rate | +| | | | | plan coverage | +| | | | | Back to Top | +| | | | | Additional | +| | | | | Resources Bill | +| | | | | Inquiry | +| | | | | International | +| | | | | Roaming Bill | +| | | | | Inquiry - BCSS | +| | | | | Customer | +| | | | | Notifications | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Data Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Text Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Voice Usage | +| | | | | Device How | +| | | | | to Use Your | +| | | | | Phone Outside | +| | | | | of the U.S. - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS Expired | +| | | | | International | +| | | | | Roaming Offers | +| | | | | CRU can still | +| | | | | add in business | +| | | | | channels only.  | +| | | | | For more see | +| | | | | World Traveler | +| | | | | Per Minute | +| | | | | Rate. Gulf | +| | | | | of Mexico | +| | | | | Roaming | +| | | | | International | +| | | | | Day Pass | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide AT&T | +| | | | | Coverage Viewer | +| | | | | Enter the | +| | | | | destination | +| | | | | address, ZIP | +| | | | | code, country, | +| | | | | or landmark in | +| | | | | the search | +| | | | | field.  Select | +| | | | | Wireless | +| | | | | Coverage Type > | +| | | | | International | +| | | | | >Voice, Data, | +| | | | | or Discount | +| | | | | Data > | +| | | | |  Search.  | +| | | | | Google Map | +| | | | | International | +| | | | | Services FAQ | +| | | | | PPU - | +| | | | | International | +| | | | | Data PPU | +| | | | | rates apply | +| | | | | when the | +| | | | | customer does | +| | | | | not have an OTC | +| | | | | or MRC Passport | +| | | | | package and | +| | | | | also apply when | +| | | | | outside the | +| | | | | countries that | +| | | | | the packages | +| | | | | cover. For a | +| | | | | list of | +| | | | | countries | +| | | | | covered by | +| | | | | these Passport | +| | | | | packages, see a | +| | | | | tt.com/globalco | +| | | | | untries. PPU | +| | | | | data rate in | +| | | | | all countries | +| | | | | (including | +| | | | | Canada) is | +| | | | | $0.002/KB | +| | | | | ($2.05/MB). | +| | | | | PPU data rate | +| | | | | for airlines is | +| | | | | $0.01/KB | +| | | | | ($10.24/MB). | +| | | | | PPU data rate | +| | | | | for cruise | +| | | | | ships is | +| | | | | $0.006/KB | +| | | | | ($6.14/MB). | +| | | | | PPU - | +| | | | | International | +| | | | | Talk & Text  | +| | | | | PPU Rates | +| | | | | Talk  Per | +| | | | | Minute Rate | +| | | | | Text Rate | +| | | | | Canada/Mexico | +| | | | | $1/minute | +| | | | | SMS sent - | +| | | | | $0.50  MMS | +| | | | | sent - $1.30  | +| | | | | SMS/MMS | +| | | | | received while | +| | | | | roaming is | +| | | | | charged at | +| | | | | domestic rates. | +| | | | | Europe | +| | | | | $2/minute | +| | | | | Rest of World | +| | | | | $3/minute | +| | | | | Airlines & | +| | | | | Cruise Ships | +| | | | | $3/minute Back | +| | | | | to Top Source: | ++----+--------------+----------------+----------------+-------------------+ +| 26 | [] | Can | I don't | Content: Jump | +| | | customers | know. Can | to: What I Need | +| | | participate | you please | to Know | What | +| | | in the | provide more | the Customer | +| | | national | context or | Needs to Know | | +| | | trade-in | information | FAQ This | +| | | promotions | about the | article | +| | | with AT&T | specific | provides detail | +| | | Business | national | on using the | +| | | Trade-In? | trade-in | AT&T Business | +| | | | promotions | Trade-In | +| | | | you are | program and | +| | | | referring | tool to provide | +| | | | to? | value back to | +| | | | | CRU Business | +| | | | | customers for | +| | | | | their Mobile | +| | | | | devices.Looking | +| | | | | for Trade-In | +| | | | | promo support? | +| | | | | See Premium | +| | | | | Device Trade-In | +| | | | | Offer - BCSS | +| | | | | and Tiered Gets | +| | | | | Better with | +| | | | | Trade-In - | +| | | | | BCSS. The AT&T | +| | | | | Business Trade- | +| | | | | In program | +| | | | | enables CRU | +| | | | | Business | +| | | | | customers in | +| | | | | all segments to | +| | | | | earn credits on | +| | | | | their AT&T | +| | | | | wireless BAN | +| | | | | for mobile | +| | | | | devices | +| | | | | returned to | +| | | | | AT&T. When | +| | | | | customers are | +| | | | | upgrading | +| | | | | lines, porting | +| | | | | in lines, or | +| | | | | have devices | +| | | | | they're no | +| | | | | longer using, | +| | | | | use the tool to | +| | | | | configure a | +| | | | | quote for | +| | | | | device trade- | +| | | | | ins to help | +| | | | | them offset the | +| | | | | costs of any | +| | | | | new AT&T | +| | | | | equipment or | +| | | | | service | +| | | | | purchases. No | +| | | | | purchase is | +| | | | | necessary to | +| | | | | take advantage | +| | | | | of the tool. | +| | | | | Win more | +| | | | | business faster | +| | | | | by offering | +| | | | | trade-ins to | +| | | | | your customers: | +| | | | | The value from | +| | | | | the devices can | +| | | | | be used to | +| | | | | invest in new | +| | | | | solutions, | +| | | | | including | +| | | | | devices, Mobile | +| | | | | Protection Pack | +| | | | | for Business, | +| | | | | AMAs, security, | +| | | | | and so on. | +| | | | | Heads Up: The | +| | | | | customer must | +| | | | | be the sole and | +| | | | | rightful owner | +| | | | | of the device | +| | | | | they're trading | +| | | | | in. If they're | +| | | | | trading a | +| | | | | device on AT&T | +| | | | | Next, Equipment | +| | | | | Installment | +| | | | | Plan (EIP), or | +| | | | | a device that | +| | | | | was under a | +| | | | | 2-year | +| | | | | contract, the | +| | | | | balance must be | +| | | | | paid in full | +| | | | | before it can | +| | | | | be traded for | +| | | | | value on their | +| | | | | account. AT&T | +| | | | | Business Trade- | +| | | | | In Tool | +| | | | | Instructions | +| | | | | To learn how to | +| | | | | configure a | +| | | | | quote for your | +| | | | | customer, watch | +| | | | | the Trade-In | +| | | | | Tool Video | +| | | | | Demo. Once you | +| | | | | configure and | +| | | | | submit the | +| | | | | quote, the | +| | | | | customer | +| | | | | receives an | +| | | | | email detailing | +| | | | | how to access | +| | | | | the quote to | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions | +| | | | | (T&C), request | +| | | | | prepaid | +| | | | | materials and | +| | | | | labels to | +| | | | | return devices, | +| | | | | and to manage | +| | | | | their quotes | +| | | | | and reports. | +| | | | | When in context | +| | | | | in OPUS working | +| | | | | with a | +| | | | | customer, you | +| | | | | can access the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | through links | +| | | | | we've added to | +| | | | | OPUS and | +| | | | | Clarify. | +| | | | | Additionally, | +| | | | | when you click | +| | | | | the link, it | +| | | | | automatically | +| | | | | logs into the | +| | | | | tool; no need | +| | | | | to manage | +| | | | | separate login | +| | | | | credentials. | +| | | | | From OPUS, you | +| | | | | have 3 ways to | +| | | | | access the | +| | | | | trade-in tool: | +| | | | | OPUS Quick | +| | | | | Links Menu: | +| | | | | OPUS Quick | +| | | | | Links - | +| | | | | Screenshot | +| | | | | Accessibility | +| | | | | to this view | +| | | | | depends upon | +| | | | | user profile. | +| | | | | Not available | +| | | | | in all channels | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In Tool link | +| | | | | does not show | +| | | | | in OPUS Quick | +| | | | | Links until a | +| | | | | customer | +| | | | | account is | +| | | | | pulled up and | +| | | | | verified in | +| | | | | OPUS. | +| | | | | Customer | +| | | | | Summary Page: | +| | | | | If Then | +| | | | | Business Care | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Business Sales | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Order | +| | | | | Confirmation | +| | | | | Page: Order | +| | | | | Confirmation | +| | | | | Page - | +| | | | | Screenshot | +| | | | | From Clarify, | +| | | | | you have 2 ways | +| | | | | to access the | +| | | | | trade-in tool: | +| | | | | Quick Actions: | +| | | | | Quick Actions - | +| | | | | Screenshot | +| | | | | Needs - Tools & | +| | | | | Assistance: | +| | | | | Needs - Tools & | +| | | | | Assistance - | +| | | | | Screenshot | +| | | | | Select Create a | +| | | | | Quote. FAN and | +| | | | | BAN: The tool | +| | | | | uses the FAN | +| | | | | attached to the | +| | | | | account you | +| | | | | accessed in | +| | | | | OPUS and | +| | | | | displays all | +| | | | | the BANs | +| | | | | associated with | +| | | | | it. FAN and | +| | | | | BANs - | +| | | | | Screenshot | +| | | | | Select the BAN | +| | | | | the customer | +| | | | | would like the | +| | | | | trade-in credit | +| | | | | applied to. | +| | | | | Search for the | +| | | | | device type | +| | | | | they're seeking | +| | | | | to trade in. | +| | | | | Tool Tip: | +| | | | | Searching for a | +| | | | | specific device | +| | | | | returns fewer | +| | | | | options. For | +| | | | | example, | +| | | | | searching | +| | | | | iPhone would | +| | | | | return every | +| | | | | style of | +| | | | | iPhone; | +| | | | | searching | +| | | | | iPhone 6 | +| | | | | narrows the | +| | | | | results to the | +| | | | | available | +| | | | | iPhone 6 | +| | | | | models. Search | +| | | | | - Screenshot | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | displays search | +| | | | | results. The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program accepts | +| | | | | devices | +| | | | | previously on | +| | | | | other carrier | +| | | | | networks. | +| | | | | Multiple | +| | | | | carriers | +| | | | | display; select | +| | | | | the correct | +| | | | | carrier and | +| | | | | device | +| | | | | capacity. In | +| | | | | the Quantity | +| | | | | field, enter | +| | | | | the number of | +| | | | | devices and | +| | | | | click Add | +| | | | | Device. The | +| | | | | quantity of 1 | +| | | | | is the default. | +| | | | | The device you | +| | | | | selected | +| | | | | appears in the | +| | | | | Selected | +| | | | | devices cart. | +| | | | | Selected | +| | | | | Devices - | +| | | | | Screenshot | +| | | | | When all | +| | | | | devices are | +| | | | | added, select | +| | | | | Review Quote. | +| | | | | Review Quote - | +| | | | | Screenshot A | +| | | | | summary page | +| | | | | displays. | +| | | | | Review for | +| | | | | accuracy. Make | +| | | | | adjustments to | +| | | | | the trade-in | +| | | | | quote, such as | +| | | | | devices or | +| | | | | quantities on | +| | | | | this page. | +| | | | | Quote Summary - | +| | | | | Screenshot If | +| | | | | all information | +| | | | | is correct: | +| | | | | In the | +| | | | | appropriate | +| | | | | field (if not | +| | | | | already), enter | +| | | | | their company | +| | | | | name. Select | +| | | | | Generate. | +| | | | | Generate - | +| | | | | ScreenshotA | +| | | | | quote summary | +| | | | | and number | +| | | | | generate. Quote | +| | | | | Summary - | +| | | | | Screenshot | +| | | | | Click Add | +| | | | | Customer | +| | | | | Information. | +| | | | | Review the | +| | | | | auto-populated | +| | | | | Primary contact | +| | | | | information | +| | | | | fields with | +| | | | | your customer | +| | | | | and enter any | +| | | | | missing | +| | | | | information: | +| | | | | Customer Email | +| | | | | Address Source: | +| | | | | Content: . | +| | | | | Confirm this | +| | | | | email address | +| | | | | to ensure they | +| | | | | receive the | +| | | | | quote. BAN | +| | | | | FANCustomer | +| | | | | Information - | +| | | | | Screenshot 10 | +| | | | | Prior to | +| | | | | submitting, | +| | | | | cover their | +| | | | | next steps to | +| | | | | properly | +| | | | | prepare devices | +| | | | | for trade-in. | +| | | | | If they're | +| | | | | upgrading and | +| | | | | receiving new | +| | | | | devices, as | +| | | | | well as trading | +| | | | | in devices, | +| | | | | they must use | +| | | | | the unique | +| | | | | shipping | +| | | | | materials and | +| | | | | labels from the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program to ship | +| | | | | their trade-in | +| | | | | devices back. | +| | | | | They should not | +| | | | | use the label | +| | | | | included with | +| | | | | their new | +| | | | | device. Using | +| | | | | the return | +| | | | | label that | +| | | | | arrives with | +| | | | | the new device | +| | | | | causes the | +| | | | | trade-in device | +| | | | | to return to | +| | | | | the wrong | +| | | | | warehouse and | +| | | | | prevents them | +| | | | | from receiving | +| | | | | credit.Suggeste | +| | | | | d Verbiage: | +| | | | | You'll receive | +| | | | | an email | +| | | | | shortly giving | +| | | | | you | +| | | | | instructions to | +| | | | | log into AT&T | +| | | | | Business Trade- | +| | | | | In to review | +| | | | | and accept the | +| | | | | quote I've | +| | | | | created for | +| | | | | you. Once you | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions, | +| | | | | you'll receive | +| | | | | customized | +| | | | | shipping | +| | | | | materials to | +| | | | | the address you | +| | | | | provide within | +| | | | | 5-7 business | +| | | | | days. Use only | +| | | | | these materials | +| | | | | to return | +| | | | | devices to | +| | | | | ensure accurate | +| | | | | tracking of | +| | | | | your trade-ins. | +| | | | | The shipping | +| | | | | materials | +| | | | | include | +| | | | | everything | +| | | | | you'll need to | +| | | | | send in your | +| | | | | devices | +| | | | | including | +| | | | | boxes, | +| | | | | cardboard | +| | | | | dividers, | +| | | | | sleeves to | +| | | | | protect the | +| | | | | phones, and | +| | | | | prepaid UPS | +| | | | | return labels. | +| | | | | You'll also | +| | | | | receive | +| | | | | valuable | +| | | | | information | +| | | | | about: How | +| | | | | to turn off | +| | | | | activation | +| | | | | locks prior to | +| | | | | shipping | +| | | | | devices How to | +| | | | | update the | +| | | | | quote 11 | +| | | | | Select Submit | +| | | | | to Customer and | +| | | | | a pop-up | +| | | | | displays. | +| | | | | Acknowledgement | +| | | | | - Screenshot | +| | | | | 12 Select Send | +| | | | | Quote to | +| | | | | proceed and | +| | | | | submit the | +| | | | | quote for their | +| | | | | review. Upon | +| | | | | submission, | +| | | | | they receive | +| | | | | the quote sent | +| | | | | to the email | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. The | +| | | | | email includes | +| | | | | the details of | +| | | | | their trade-in | +| | | | | quote, such as: | +| | | | | Instructions on | +| | | | | accessing the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | via links | +| | | | | within their | +| | | | | Premier account | +| | | | | Quote #/$ Value | +| | | | | /Expiration | +| | | | | Date 14 If | +| | | | | your customer | +| | | | | calls with | +| | | | | questions about | +| | | | | their quote, | +| | | | | status of their | +| | | | | shipping | +| | | | | materials, | +| | | | | receipt of | +| | | | | their devices, | +| | | | | or trade-in | +| | | | | credit, warm | +| | | | | transfer them | +| | | | | to the AT&T | +| | | | | Business Trade- | +| | | | | In Support Team | +| | | | | available at | +| | | | | 866.993.5800 | +| | | | | (Monday-Friday, | +| | | | | 9 a.m. - 5 p.m. | +| | | | | CT) or via | +| | | | | email at suppor | +| | | | | t@attbusinesstr | +| | | | | adein.com. | +| | | | | Accept/Edit the | +| | | | | Quote | +| | | | | Instructions to | +| | | | | access the | +| | | | | quote are | +| | | | | emailed to | +| | | | | customers using | +| | | | | the email | +| | | | | address they | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. To | +| | | | | accept or edit | +| | | | | the trade-in | +| | | | | quote, they | +| | | | | access the link | +| | | | | to their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool through | +| | | | | their Premier | +| | | | | account. | +| | | | | Within Premier, | +| | | | | they can access | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In link | +| | | | | (labeled Trade- | +| | | | | In Program) 2 | +| | | | | ways: | +| | | | | Premier Online | +| | | | | Care: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Premier Online | +| | | | | Sales: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Heads Up: | +| | | | | Customers that | +| | | | | have been | +| | | | | migrated to | +| | | | | myatt.com will | +| | | | | need to access | +| | | | | the link to | +| | | | | their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | included in the | +| | | | | email or use ww | +| | | | | w.attbusinesstr | +| | | | | adein.com. | +| | | | | After selecting | +| | | | | Trade-In | +| | | | | Program, from | +| | | | | the homepage | +| | | | | they select | +| | | | | Manage Quotes. | +| | | | | Manage Quotes - | +| | | | | Screenshot Now | +| | | | | they can select | +| | | | | the quote you | +| | | | | created for | +| | | | | them by | +| | | | | clicking the | +| | | | | quote number. | +| | | | | Quotes - | +| | | | | Screenshot | +| | | | | Click the Add | +| | | | | Contact | +| | | | | Information | +| | | | | button. Once | +| | | | | selected: | +| | | | | They can edit | +| | | | | the make, | +| | | | | model, and | +| | | | | quantity of | +| | | | | devices prior | +| | | | | to accepting | +| | | | | it. Effective | +| | | | | April 7, 20019, | +| | | | | AT&T Business | +| | | | | Trade-In will | +| | | | | provide 2 | +| | | | | options for | +| | | | | customers to | +| | | | | receive prepaid | +| | | | | shipping labels | +| | | | | for their | +| | | | | locations to | +| | | | | return devices. | +| | | | | Customers | +| | | | | select one of | +| | | | | the options | +| | | | | when accepting | +| | | | | their trade-in | +| | | | | quote. | +| | | | | Option 1: Link | +| | | | | provided for | +| | | | | location(s) to | +| | | | | print prepaid | +| | | | | labels and use | +| | | | | their own | +| | | | | shipping | +| | | | | materials (link | +| | | | | available | +| | | | | immediately). | +| | | | | Option 2: AT&T | +| | | | | Business Trade- | +| | | | | In sends | +| | | | | prepaid labels | +| | | | | and free | +| | | | | shipping | +| | | | | materials to | +| | | | | locations | +| | | | | (materials | +| | | | | arrive in 5 – 7 | +| | | | | days). The | +| | | | | customer | +| | | | | accepts the | +| | | | | T&Cs and | +| | | | | receive an | +| | | | | email | +| | | | | confirmation | +| | | | | with: | +| | | | | Information | +| | | | | about shipping | +| | | | | materials - | +| | | | | Including link | +| | | | | to print labels | +| | | | | if they | +| | | | | selected that | +| | | | | option. Steps | +| | | | | to ensure | +| | | | | smooth | +| | | | | processing. | +| | | | | Explanation of | +| | | | | the processing | +| | | | | and credit | +| | | | | process. AT&T | +| | | | | Business Trade- | +| | | | | In Processing | +| | | | | Center Receives | +| | | | | Devices The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Processing | +| | | | | Center confirms | +| | | | | actual trade-in | +| | | | | value based on | +| | | | | device | +| | | | | conditions. | +| | | | | Does the device | +| | | | | power on and | +| | | | | off? Has the | +| | | | | Activation Lock | +| | | | | been disabled | +| | | | | (Find my | +| | | | | iPhone-FMiP)? | +| | | | | Is the device | +| | | | | functioning | +| | | | | correctly and | +| | | | | intact, free of | +| | | | | any chips, | +| | | | | cracks, | +| | | | | bruised/dead | +| | | | | pixels, or | +| | | | | burn-in? | +| | | | | Source: | +| | | | | Content: -mail | +| | | | | which contains | +| | | | | link to prepaid | +| | | | | shipping label. | +| | | | | ¶ Users also | +| | | | | have the | +| | | | | ability to | +| | | | | educate | +| | | | | customers of | +| | | | | the potential | +| | | | | trade-in value | +| | | | | of their device | +| | | | | by entering the | +| | | | | make and model | +| | | | | of their | +| | | | | current | +| | | | | device.¶ This | +| | | | | step is not | +| | | | | required to | +| | | | | proceed but | +| | | | | will help to | +| | | | | level set | +| | | | | promotional | +| | | | | eligibility.¶ | +| | | | | The trade-in | +| | | | | promo opt-in is | +| | | | | at the order | +| | | | | level.¶ ¶ The | +| | | | | line level | +| | | | | promo is | +| | | | | displayed on | +| | | | | the ‘Review | +| | | | | Order’ page. | +| | | | | Customer can | +| | | | | have different | +| | | | | trade-in | +| | | | | promotions in | +| | | | | the same order | +| | | | | based on each | +| | | | | line’s | +| | | | | qualifying | +| | | | | purchases. | +| | | | | Seller must | +| | | | | enter the | +| | | | | customer email | +| | | | | address | +| | | | | Customers will | +| | | | | be sent an | +| | | | | email regarding | +| | | | | the promotion | +| | | | | once the | +| | | | | eligible device | +| | | | | ships.¶ Again, | +| | | | | If the customer | +| | | | | is NOT opt’ d | +| | | | | into the | +| | | | | promotion they | +| | | | | will NOT | +| | | | | receive the | +| | | | | Trade-In | +| | | | | promotion | +| | | | | e-mail which | +| | | | | contains link | +| | | | | to prepaid | +| | | | | shipping label. | +| | | | | ¶ Do NOT use | +| | | | | the Trade-In | +| | | | | tool for any | +| | | | | customer taking | +| | | | | advantage of | +| | | | | promotional | +| | | | | Trade-In Offer. | +| | | | | Once the device | +| | | | | ships the | +| | | | | customer will | +| | | | | receive the | +| | | | | following email | +| | | | | that will | +| | | | | provide the | +| | | | | customer a link | +| | | | | to print their | +| | | | | own prepaid | +| | | | | self-service | +| | | | | shipping label. | +| | | | | Example can be | +| | | | | found below.¶ | +| | | | | ¶ This email | +| | | | | can take | +| | | | | approx. 3 | +| | | | | business days | +| | | | | from the time | +| | | | | that the device | +| | | | | ships. The | +| | | | | email also | +| | | | | allows the | +| | | | | customer to | +| | | | | review the T&Cs | +| | | | | of the trade-in | +| | | | | promo by | +| | | | | clicking ‘offer | +| | | | | details’. | +| | | | | Customers can | +| | | | | also contact | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | in customer | +| | | | | service to | +| | | | | request | +| | | | | physical | +| | | | | shipping | +| | | | | material. Once | +| | | | | the devices are | +| | | | | returned, they | +| | | | | are processed | +| | | | | to determine | +| | | | | promotion | +| | | | | eligibility.¶ | +| | | | | If the | +| | | | | processed | +| | | | | device does NOT | +| | | | | meet the | +| | | | | minimum Trade- | +| | | | | In device | +| | | | | value, the | +| | | | | customer will | +| | | | | not receive | +| | | | | promotional | +| | | | | installment | +| | | | | credits. ¶ If | +| | | | | all eligibility | +| | | | | criteria is met | +| | | | | the customer | +| | | | | can expect | +| | | | | their | +| | | | | installment | +| | | | | credits to be | +| | | | | applied and | +| | | | | appear within 3 | +| | | | | billing cycles. | +| | | | | ¶ ¶ Note: | +| | | | | Customer should | +| | | | | not at any time | +| | | | | use the BRE | +| | | | | label included | +| | | | | in the new | +| | | | | device box to | +| | | | | ship their | +| | | | | Trade-In | +| | | | | devices back. ¶ | +| | | | | ¶ If the BRE | +| | | | | label is | +| | | | | utilized the | +| | | | | customer will | +| | | | | NOT receive the | +| | | | | promotional | +| | | | | installment | +| | | | | credits.¶ What | +| | | | | the Customer | +| | | | | Can Expect¶ ¶ | +| | | | | Process begins | +| | | | | when the | +| | | | | Customer’s | +| | | | | order ships. | +| | | | | Not when it is | +| | | | | ordered. If a | +| | | | | customer has no | +| | | | | other | +| | | | | promotions | +| | | | | beyond the | +| | | | | Trade-in, they | +| | | | | will receive a | +| | | | | welcome email | +| | | | | from donotreply | +| | | | | @ATT.TradeIn- | +| | | | | Program.com in | +| | | | | 1-2 days.¶ | +| | | | | This email is | +| | | | | generated by an | +| | | | | automated | +| | | | | process and | +| | | | | includes a link | +| | | | | that allows the | +| | | | | customer to | +| | | | | print their own | +| | | | | return label ¶ | +| | | | | However¶ ¶ If | +| | | | | the customer | +| | | | | has multiple | +| | | | | promotions | +| | | | | stacked on the | +| | | | | order a manual | +| | | | | process is used | +| | | | | to generate the | +| | | | | welcome email | +| | | | | from, donotrepl | +| | | | | y@ATT.TradeIn- | +| | | | | Program.com and | +| | | | | it can take | +| | | | | 7-10 days for | +| | | | | the welcome | +| | | | | email to | +| | | | | arrive.¶ ¶ | +| | | | | Due to lack of | +| | | | | automation the | +| | | | | customer will | +| | | | | also be getting | +| | | | | a return label | +| | | | | shipped to them | +| | | | | - the process | +| | | | | can take an | +| | | | | additional 7-10 | +| | | | | days depending | +| | | | | on the speed of | +| | | | | the postal | +| | | | | service¶ | +| | | | | Customers need | +| | | | | to save the | +| | | | | tracking | +| | | | | numbers on | +| | | | | their return | +| | | | | labels, AT&T | +| | | | | has no way to | +| | | | | retrieve them | +| | | | | for the | +| | | | | customer.¶ ¶ | +| | | | | Once customer | +| | | | | have their | +| | | | | shipping | +| | | | | material | +| | | | | (either printed | +| | | | | out or sent to | +| | | | | them by mail) | +| | | | | they may return | +| | | | | their devices – | +| | | | | The customer | +| | | | | controls the | +| | | | | timeline on | +| | | | | this. Trade-in | +| | | | | travels to | +| | | | | AT&T’s trade-in | +| | | | | warehouse - Up | +| | | | | to a week | +| | | | | depending on | +| | | | | the postal | +| | | | | service When | +| | | | | the Package | +| | | | | arrives at the | +| | | | | AT&T Trade in | +| | | | | Center it is | +| | | | | scanned in.¶ | +| | | | | That scan | +| | | | | generates a | +| | | | | second email to | +| | | | | the customer | +| | | | | letting the | +| | | | | customer know | +| | | | | the device has | +| | | | | arrived at AT&T | +| | | | | and is being | +| | | | | assessed ¶ | +| | | | | Assessment | +| | | | | takes 7-10 | +| | | | | days. Once a | +| | | | | week a report | +| | | | | is sent to AT&T | +| | | | | for processing | +| | | | | – Every 7 days | +| | | | | AT&T Manually | +| | | | | formats the | +| | | | | report and | +| | | | | scrubs for | +| | | | | errors. – 7 | +| | | | | Days AT&T runs | +| | | | | scripting that | +| | | | | confirms or | +| | | | | denies | +| | | | | eligibility – 1 | +| | | | | day Credits | +| | | | | begin in 1 -2 | +| | | | | Bill cycles. | +| | | | | Most Accounts | +| | | | | will see | +| | | | | credits begin | +| | | | | within 3 | +| | | | | billing cycles | +| | | | | Wrong Label | +| | | | | (BRE) Used to | +| | | | | Return Trade-In | +| | | | | Device Check in | +| | | | | AIR/Order Track | +| | | | | to confirm if | +| | | | | device was | +| | | | | received to the | +| | | | | warehouse.¶ ¶ | +| | | | | In AIR, enter | +| | | | | the RMA number | +| | | | | listed as an | +| | | | | invoice | +| | | | | number.¶ ¶ | +| | | | | You can look up | +| | | | | the RMA number | +| | | | | that generated | +| | | | | during the | +| | | | | original order | +| | | | | in Order | +| | | | | Track.If the | +| | | | | RMA number | +| | | | | displays a | +| | | | | device in AIR, | +| | | | | the customer | +| | | | | has used the | +| | | | | BRE label | +| | | | | instead of the | +| | | | | return label.¶ | +| | | | | If device was | +| | | | | received by the | +| | | | | incorrect | +| | | | | warehouse, | +| | | | | create an | +| | | | | Clarify Urgent | +| | | | | Case to engage | +| | | | | the ICU team. | +| | | | | Include:¶ | +| | | | | CTN(s) needing | +| | | | | creditsName of | +| | | | | the | +| | | | | promotionM&P | +| | | | | IDCredit amount | +| | | | | anticipatedOrde | +| | | | | r numberAny | +| | | | | other relevant | +| | | | | information¶ | +| | | | | Source: | +| | | | | Content: | +| | | | | Provide the | +| | | | | customer the | +| | | | | case | +| | | | | information and | +| | | | | set expectation | +| | | | | of 3 business | +| | | | | days for ICU | +| | | | | team to | +| | | | | investigate. | +| | | | | If credit is | +| | | | | approved, | +| | | | | credits take up | +| | | | | to 3 billing | +| | | | | cycles. Note | +| | | | | the customer’s | +| | | | | account. For | +| | | | | access issues, | +| | | | | managers should | +| | | | | input a request | +| | | | | through | +| | | | | MyTickets as | +| | | | | representative | +| | | | | requests are | +| | | | | automatically | +| | | | | rejected. For | +| | | | | password | +| | | | | resets, use the | +| | | | | Global Login | +| | | | | Access Portal. | +| | | | | Customer Has | +| | | | | Not Received | +| | | | | Shipping | +| | | | | Materials or | +| | | | | Trade-In Email | +| | | | | Customers can: | +| | | | | ¶ ¶ Send an | +| | | | | email to the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Support mailbox | +| | | | | at support@attb | +| | | | | usinesstradein. | +| | | | | com. ¶ ¶ | +| | | | | Email should | +| | | | | include all | +| | | | | necessary | +| | | | | information | +| | | | | with Customer | +| | | | | Name / Email | +| | | | | Not Received or | +| | | | | Customer Name / | +| | | | | Shipping Kit | +| | | | | Not Received in | +| | | | | the subject | +| | | | | line.Emails are | +| | | | | responded to | +| | | | | within 48 | +| | | | | hours.¶ | +| | | | | Contact the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Support: | +| | | | | 866.993.5800, | +| | | | | M-F 9 am –5 pm | +| | | | | CT to request | +| | | | | materials be | +| | | | | sent. | +| | | | | Representatives | +| | | | | can:¶ ¶ | +| | | | | Contact the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Support: | +| | | | | 866-993-5800, | +| | | | | M-F 9 am –5 pm | +| | | | | CT to request | +| | | | | materials be | +| | | | | sent. Customer | +| | | | | Shipped Devices | +| | | | | But Has Not | +| | | | | Received | +| | | | | Installment | +| | | | | Credits - After | +| | | | | 3 or more | +| | | | | billing cycles | +| | | | | Create an | +| | | | | Clarify Urgent | +| | | | | Case to engage | +| | | | | the ICU team. | +| | | | | Include the | +| | | | | following | +| | | | | information¶ ¶ | +| | | | | CTN(s) needing | +| | | | | credits Name | +| | | | | of the | +| | | | | promotion M&P | +| | | | | ID Credit | +| | | | | amount | +| | | | | anticipated | +| | | | | Order number | +| | | | | Any other | +| | | | | relevant | +| | | | | information | +| | | | | Managers: In | +| | | | | most cases the | +| | | | | Urgent case | +| | | | | routing is | +| | | | | automatic | +| | | | | however, if | +| | | | | Clarify asks | +| | | | | for which Queue | +| | | | | to route to, | +| | | | | Select BRD- ICU | +| | | | | Non-Tech. | +| | | | | Customer | +| | | | | Requests Status | +| | | | | Update After | +| | | | | Returning | +| | | | | Device¶ ¶ | +| | | | | Confirm when | +| | | | | the customer | +| | | | | shipped the | +| | | | | device back if | +| | | | | it was done | +| | | | | recently (in | +| | | | | the last week) | +| | | | | ask if the | +| | | | | customer saved | +| | | | | their tracking | +| | | | | number.¶ ¶ | +| | | | | Customers can | +| | | | | use https://www | +| | | | | .usps.com/manag | +| | | | | e/ To track | +| | | | | their | +| | | | | package.Due to | +| | | | | privacy | +| | | | | concerns | +| | | | | representatives | +| | | | | do not have | +| | | | | access to the | +| | | | | Customer’s | +| | | | | tracking number | +| | | | | ¶ If the | +| | | | | customer | +| | | | | returned the | +| | | | | device more | +| | | | | than a week | +| | | | | ago, confirm if | +| | | | | the customer | +| | | | | has gotten a | +| | | | | follow up email | +| | | | | confirming | +| | | | | receipt? If no | +| | | | | email | +| | | | | confirmation | +| | | | | has been | +| | | | | received, | +| | | | | confirm if the | +| | | | | customer Used | +| | | | | the Return | +| | | | | Label they | +| | | | | printed or | +| | | | | received | +| | | | | separately from | +| | | | | their order, or | +| | | | | if they used | +| | | | | the label in | +| | | | | the box with | +| | | | | their new | +| | | | | device. If the | +| | | | | customer is | +| | | | | uncertain:¶ | +| | | | | Check in | +| | | | | AIR/Order Track | +| | | | | to confirm if | +| | | | | device was | +| | | | | received to the | +| | | | | warehouse.In | +| | | | | AIR, enter the | +| | | | | RMA number | +| | | | | listed as an | +| | | | | invoice | +| | | | | number.You can | +| | | | | look up the RMA | +| | | | | number that | +| | | | | generated | +| | | | | during the | +| | | | | original order | +| | | | | in Order | +| | | | | Track.If Air | +| | | | | shows a return | +| | | | | follow the BRE | +| | | | | process above ¶ | +| | | | | If the devices | +| | | | | have been | +| | | | | received and | +| | | | | 1-2 Billing | +| | | | | cycles have | +| | | | | passed since | +| | | | | that time, | +| | | | | follow the | +| | | | | steps above in | +| | | | | the “Customer | +| | | | | Shipped Devices | +| | | | | But Has Not | +| | | | | Received | +| | | | | Installment | +| | | | | Credits” | +| | | | | section. | +| | | | | Customer | +| | | | | Disagrees with | +| | | | | the Value¶ ¶ | +| | | | | There is no | +| | | | | appeal process | +| | | | | for trade in | +| | | | | valuation. | +| | | | | Customer is not | +| | | | | eligible for | +| | | | | the promotion. | +| | | | | If the customer | +| | | | | is insistent or | +| | | | | refusing to | +| | | | | accept the | +| | | | | valuation | +| | | | | engage your | +| | | | | manger for | +| | | | | assistance. | +| | | | | Source: | +| | | | | Content: 7 | +| | | | | Plus. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 9/2/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above, | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | September 1st | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 9/2/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the devices | +| | | | | impacted, will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 8/5/22 Select | +| | | | | device trade-in | +| | | | | values (TIV) | +| | | | | changed from | +| | | | | $35 to $5 and | +| | | | | will be | +| | | | | ineligible as | +| | | | | qualifying | +| | | | | trade-ins. | +| | | | | Trade-in | +| | | | | devices | +| | | | | impacted: | +| | | | | Nord100, Asus | +| | | | | Rog Phone2, | +| | | | | OnePlus 6T, | +| | | | | Razer 2, Google | +| | | | | Pixel 3, 3a, | +| | | | | 3XL, 3a XL, LG | +| | | | | K92, Moto One | +| | | | | Ace 5G. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 8/5/22 and | +| | | | | return to | +| | | | | trade-in one | +| | | | | of the devices | +| | | | | listed above | +| | | | | will get the | +| | | | | offer credits, | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | August 4th | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 8/5/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the impacted | +| | | | | devices will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 4/22/22 the | +| | | | | Samsung A13 5G | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $100 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade-in. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | before 4/22/22 | +| | | | | and trade-in a | +| | | | | Samsung A13 5G | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. ¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | issue the $5 | +| | | | | TIV to the | +| | | | | customer. A | +| | | | | radio button | +| | | | | for the offer | +| | | | | will not | +| | | | | display due to | +| | | | | the TIV being | +| | | | | below the | +| | | | | requirements. | +| | | | | The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after | +| | | | | 4/22/22 and | +| | | | | trade-in a | +| | | | | Samsung A13 5G | +| | | | | will only | +| | | | | receive $5 TIV | +| | | | | and will not be | +| | | | | eligible for | +| | | | | the offer. | +| | | | | Credit Details | +| | | | | ¶ Must be a | +| | | | | new line, or | +| | | | | upgrade. | +| | | | | Customer has 30 | +| | | | | days from | +| | | | | activation date | +| | | | | to perform | +| | | | | their trade | +| | | | | in.Customers | +| | | | | with Free | +| | | | | Shipping may | +| | | | | have a delay in | +| | | | | receiving their | +| | | | | smartphones due | +| | | | | to inventory | +| | | | | constraints. | +| | | | | Please note 30 | +| | | | | days from | +| | | | | activation date | +| | | | | could be | +| | | | | different from | +| | | | | purchase date | +| | | | | (due to above s | +| | | | | cenario).Custom | +| | | | | er may qualify | +| | | | | for multiple | +| | | | | monthly bill | +| | | | | credits | +| | | | | smartphone | +| | | | | offers for each | +| | | | | qualifying new | +| | | | | purchase | +| | | | | w/qualifying | +| | | | | trade-in; limit | +| | | | | on number of | +| | | | | lines eligible | +| | | | | will depends on | +| | | | | customer’s | +| | | | | credit | +| | | | | eligibility | +| | | | | (BAU).Eligible | +| | | | | smartphones | +| | | | | must be | +| | | | | purchased on | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan. ¶ | +| | | | | Includes 0% | +| | | | | down or down | +| | | | | payment. ¶ | +| | | | | Down payment | +| | | | | does not | +| | | | | impact/change | +| | | | | monthly credit | +| | | | | amount outlined | +| | | | | by offer. ¶ If | +| | | | | buying on the | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up, customer is | +| | | | | responsible and | +| | | | | will not | +| | | | | receive any | +| | | | | credits for an | +| | | | | additional | +| | | | | $6/mo. for the | +| | | | | Next Up upgrade | +| | | | | feature.¶ | +| | | | | Note: Customers | +| | | | | enrolled on an | +| | | | | active AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up at $5/mo. | +| | | | | are not | +| | | | | impacted by the | +| | | | | rate increase | +| | | | | effective | +| | | | | 7.14.22.Future | +| | | | | device | +| | | | | purchases on an | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up will be | +| | | | | impacted and | +| | | | | will reflect | +| | | | | the new Next Up | +| | | | | feature charge | +| | | | | of $6/mo. ¶ ¶ | +| | | | | If line is | +| | | | | disconnected | +| | | | | early, customer | +| | | | | responsible for | +| | | | | remaining | +| | | | | amount owed on | +| | | | | the installment | +| | | | | agreement.Line | +| | | | | must remain | +| | | | | active & in | +| | | | | good standing | +| | | | | throughout the | +| | | | | entirety of the | +| | | | | offer for all | +| | | | | credits to be | +| | | | | applied.CLN/CPO | +| | | | | excluded.Taxes | +| | | | | on full retail | +| | | | | price are due | +| | | | | at point of | +| | | | | sale.If the | +| | | | | discounted | +| | | | | phone is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill | +| | | | | credit.Free | +| | | | | Shipping, | +| | | | | backorders, and | +| | | | | port delays are | +| | | | | eligible if the | +| | | | | number(s) is | +| | | | | reserved while | +| | | | | the offer is in | +| | | | | effect.Winbacks | +| | | | | are treated as | +| | | | | an existing | +| | | | | customer. (a | +| | | | | Winback | +| | | | | requires a | +| | | | | customer to | +| | | | | port their | +| | | | | number back to | +| | | | | AT&T within 59 | +| | | | | days of leaving | +| | | | | AT&T.)A | +| | | | | conversion from | +| | | | | Prepaid/Cricket | +| | | | | is treated like | +| | | | | an existing | +| | | | | wireless | +| | | | | customer and | +| | | | | not a new | +| | | | | wireless gross | +| | | | | add.¶ How the | +| | | | | Credit Works ¶ | +| | | | | Customers will | +| | | | | receive the | +| | | | | bill credit of | +| | | | | offer if:¶ | +| | | | | Activating new | +| | | | | line or upgrade | +| | | | | existing line | +| | | | | and purchasing | +| | | | | an eligible | +| | | | | smartphone on | +| | | | | AT&T | +| | | | | installment | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 27 | [] | Can TCMs | I don't | Content: | +| | | configure | know. | Profile Pricing | +| | | their own | | | Accessories | | +| | | quotes? | | Rebates | | +| | | | | Promotions | | +| | | | | Pricing via | +| | | | | Other Channels¶ | +| | | | | ¶ Equipment | +| | | | | Price Quotes ¶ | +| | | | | The CPC system | +| | | | | determines | +| | | | | equipment | +| | | | | pricing by | +| | | | | reviewing | +| | | | | multiple rules | +| | | | | before feeding | +| | | | | the price to | +| | | | | OPUS.¶ ¶ New | +| | | | | service and | +| | | | | upgrades: Use | +| | | | | OPUS to | +| | | | | determine the | +| | | | | equipment | +| | | | | price:¶ ¶ | +| | | | | Exceptions: It | +| | | | | is acceptable | +| | | | | to use the | +| | | | | Mobile Sales | +| | | | | Tool (MST) if:¶ | +| | | | | ¶ Customer is | +| | | | | requesting | +| | | | | general | +| | | | | equipment | +| | | | | prices for new | +| | | | | service.OPUS is | +| | | | | unavailable | +| | | | | (system | +| | | | | downtime).¶ ¶ | +| | | | | Equipment only | +| | | | | orders: Quote | +| | | | | the zero-term | +| | | | | price in OPUS.¶ | +| | | | | Exception: | +| | | | | Performing a | +| | | | | re-ship of | +| | | | | lost/stolen in | +| | | | | transit | +| | | | | equipment:¶ Do | +| | | | | not charge for | +| | | | | equipment, if | +| | | | | the customer | +| | | | | was already | +| | | | | charged | +| | | | | (validate | +| | | | | charges were | +| | | | | applied to the | +| | | | | account).¶ ¶ | +| | | | | ¶ Profile | +| | | | | Pricing | +| | | | | Customers | +| | | | | associated to a | +| | | | | FAN may be | +| | | | | entitled to | +| | | | | equipment | +| | | | | discounts, | +| | | | | which can be | +| | | | | located on the | +| | | | | FAN profile.¶ | +| | | | | ¶ OPUS | +| | | | | automatically | +| | | | | factors in the | +| | | | | customer's | +| | | | | equipment | +| | | | | discount, | +| | | | | unless the | +| | | | | Offer Element | +| | | | | in ROME is | +| | | | | flagged as | +| | | | | manual | +| | | | | intervention. | +| | | | | If flagged for | +| | | | | manual | +| | | | | intervention, | +| | | | | review FaST for | +| | | | | profile pricing | +| | | | | and manually | +| | | | | discount the | +| | | | | price.¶ ¶ | +| | | | | Profile | +| | | | | equipment | +| | | | | discounts: | +| | | | | These discounts | +| | | | | are always | +| | | | | taken off the | +| | | | | National | +| | | | | Contract | +| | | | | Reference Price | +| | | | | (NCRP), also | +| | | | | known as the | +| | | | | no-commitment | +| | | | | price:¶ ¶ | +| | | | | Profiles may | +| | | | | also contain | +| | | | | equipment- | +| | | | | specific | +| | | | | pricing that is | +| | | | | not eligible | +| | | | | for percentage- | +| | | | | off or dollar- | +| | | | | off discounts.¶ | +| | | | | Custom Pricing | +| | | | | Requests: Sales | +| | | | | submits as a | +| | | | | ROME change | +| | | | | request. | +| | | | | Individual Case | +| | | | | Basis (ICB) | +| | | | | reviews the | +| | | | | case. If | +| | | | | approved, the | +| | | | | price is noted | +| | | | | in the | +| | | | | profile:¶ The | +| | | | | profile must | +| | | | | reflect custom | +| | | | | pricing before | +| | | | | applying it to | +| | | | | the order.¶ | +| | | | | All CRU | +| | | | | customers with | +| | | | | a FAN are | +| | | | | eligible for | +| | | | | contract | +| | | | | pricing as long | +| | | | | as they are | +| | | | | enrolled onto | +| | | | | an eligible CRU | +| | | | | FAN (AMB, | +| | | | | etc.). SB | +| | | | | CRU/Non FAN | +| | | | | customers are | +| | | | | eligible for | +| | | | | Next only or | +| | | | | non-commitment | +| | | | | pricing. When | +| | | | | quoting | +| | | | | equipment | +| | | | | prices under | +| | | | | approved | +| | | | | circumstances | +| | | | | as identified | +| | | | | in the | +| | | | | Equipment Price | +| | | | | Quotes section | +| | | | | above, compare | +| | | | | the equipment | +| | | | | grid price to | +| | | | | the customer's | +| | | | | profile price | +| | | | | (if applicable) | +| | | | | and provide the | +| | | | | better price of | +| | | | | the two.¶ ¶ | +| | | | | Reminders:¶ ¶ | +| | | | | Consider any | +| | | | | eligible | +| | | | | rebates, | +| | | | | promotions, or | +| | | | | profile- | +| | | | | equipment | +| | | | | discounts when | +| | | | | determining the | +| | | | | equipment grid | +| | | | | price:¶ | +| | | | | Rebates, | +| | | | | promotions, and | +| | | | | profile- | +| | | | | equipment | +| | | | | discounts | +| | | | | cannot be | +| | | | | combined.¶ | +| | | | | Profile- | +| | | | | equipment | +| | | | | discounts | +| | | | | (percentage-off | +| | | | | discounts and | +| | | | | dollar-off | +| | | | | discounts) are | +| | | | | always taken | +| | | | | off the NCRP. | +| | | | | If equipment is | +| | | | | discounted to | +| | | | | $0, the | +| | | | | customer may be | +| | | | | required to pay | +| | | | | taxes based on | +| | | | | the CTN's | +| | | | | primary place | +| | | | | of usage (PPU) | +| | | | | address. | +| | | | | Example: ACDA | +| | | | | CRU customer is | +| | | | | requesting a | +| | | | | Samsung Galaxy | +| | | | | and is eligible | +| | | | | for EBS two- | +| | | | | year price.¶ ¶ | +| | | | | ¶ Scenario 1¶ | +| | | | | ¶ EBS two-year | +| | | | | price: | +| | | | | $299.99Profile | +| | | | | price: 30% off | +| | | | | NCRP ($919.99): | +| | | | | $643.99¶ ¶ | +| | | | | The customer is | +| | | | | charged the EBS | +| | | | | two-year price: | +| | | | | $299.99¶ ¶ | +| | | | | Scenario 2¶ ¶ | +| | | | | EBS two-year | +| | | | | price: $299.99 | +| | | | | (customer | +| | | | | purchases an | +| | | | | Unlimited | +| | | | | plan):¶ The | +| | | | | customer is | +| | | | | eligible for a | +| | | | | $100 instant | +| | | | | rebate off EBS | +| | | | | two-year price: | +| | | | | $199.99.¶ | +| | | | | Profile price: | +| | | | | Custom price | +| | | | | (profile | +| | | | | specifically | +| | | | | states the | +| | | | | Samsung Galaxy | +| | | | | is $150): | +| | | | | $150.¶ ¶ The | +| | | | | customer is | +| | | | | charged the | +| | | | | profile price: | +| | | | | $150. No other | +| | | | | discounts | +| | | | | apply.¶ ¶ ¶ | +| | | | | Accessories | +| | | | | Discounted | +| | | | | accessories: | +| | | | | The number of | +| | | | | discounted | +| | | | | accessories | +| | | | | cannot exceed | +| | | | | five per CTN | +| | | | | per order on | +| | | | | any B2B, | +| | | | | Consumer, AT&T | +| | | | | Signature | +| | | | | Program, SBPL, | +| | | | | or Sole Prop | +| | | | | account. No | +| | | | | limit on CRU | +| | | | | FAN accounts. | +| | | | | Exception: | +| | | | | Discounts | +| | | | | cannot be | +| | | | | applied to | +| | | | | Apple | +| | | | | accessories. ¶ | +| | | | | ¶ Rebates | +| | | | | Mail-in rebates | +| | | | | are | +| | | | | automatically | +| | | | | provisioned on | +| | | | | AT&T Signature | +| | | | | Program orders | +| | | | | in OPUS when | +| | | | | all | +| | | | | requirements | +| | | | | have been | +| | | | | satisfied | +| | | | | (i.e., | +| | | | | qualifying | +| | | | | device, data, | +| | | | | and voice | +| | | | | plan).¶ ¶ | +| | | | | OPUS: For | +| | | | | eligible | +| | | | | devices, the | +| | | | | rebate displays | +| | | | | in the | +| | | | | Collateral | +| | | | | section of the | +| | | | | Selection | +| | | | | Summary | +| | | | | screen:¶ ¶ | +| | | | | Mail-in rebates | +| | | | | may require the | +| | | | | selection of | +| | | | | eligible rate | +| | | | | plan(s) before | +| | | | | they are | +| | | | | offered; | +| | | | | therefore, the | +| | | | | rebate may not | +| | | | | display until | +| | | | | the Validate | +| | | | | Order response | +| | | | | is received.A | +| | | | | standard blue | +| | | | | message appears | +| | | | | at the top of | +| | | | | the Selection | +| | | | | Summary screen | +| | | | | when the mail- | +| | | | | in rebate has | +| | | | | been added.The | +| | | | | mail Source: | +| | | | | Content: , | +| | | | | decision maker, | +| | | | | telecom | +| | | | | manager, or | +| | | | | authorized | +| | | | | order plTTSr | +| | | | | (AOP), | +| | | | | regardless of | +| | | | | enterprise | +| | | | | segment type in | +| | | | | FaST. You have | +| | | | | the expertise, | +| | | | | tools, and | +| | | | | confidence to | +| | | | | positively | +| | | | | impact the | +| | | | | customer | +| | | | | experience. By | +| | | | | utilizing | +| | | | | Customer | +| | | | | Connect, | +| | | | | communicating | +| | | | | resolutions | +| | | | | with | +| | | | | confidence, and | +| | | | | setting | +| | | | | expectations, | +| | | | | you can ensure | +| | | | | First Call | +| | | | | Resolution and | +| | | | | customer | +| | | | | satisfaction. | +| | | | | Make sure you | +| | | | | use your team | +| | | | | manager as a | +| | | | | partner in | +| | | | | working to | +| | | | | create a | +| | | | | positive | +| | | | | customer | +| | | | | experience.¶ ¶ | +| | | | | ¶ ¶ | +| | | | | Additional | +| | | | | Information¶ ¶ | +| | | | | See The | +| | | | | Transactional | +| | | | | Survey (TTS) | +| | | | | FAQ.¶ ¶ | +| | | | | Source: | +| | | | | Content: right | +| | | | | corner to close | +| | | | | out of the | +| | | | | Solicitation | +| | | | | Address Manager | +| | | | | screen. Note | +| | | | | Clarify or the | +| | | | | billing system | +| | | | | with the | +| | | | | changes made. | +| | | | | Heads Up: | +| | | | | Add on each | +| | | | | preference | +| | | | | screen expands | +| | | | | or reduces the | +| | | | | screen options. | +| | | | | If you are at | +| | | | | account level, | +| | | | | it shows all | +| | | | | numbers, but if | +| | | | | you are on | +| | | | | subscription | +| | | | | level, it only | +| | | | | shows the | +| | | | | number you are | +| | | | | in. To review | +| | | | | solicitation | +| | | | | history, select | +| | | | | the History | +| | | | | tab. Clarify | +| | | | | The History tab | +| | | | | shows a | +| | | | | complete list | +| | | | | of solicitation | +| | | | | related changes | +| | | | | in | +| | | | | chronological | +| | | | | order. The rep | +| | | | | ID for changes | +| | | | | made directly | +| | | | | in Telegence | +| | | | | (address, | +| | | | | contact number, | +| | | | | and email | +| | | | | address | +| | | | | changes) do not | +| | | | | reflect the | +| | | | | ATTUID of the | +| | | | | person who made | +| | | | | the change. | +| | | | | Refer to the | +| | | | | billing system | +| | | | | notes to find | +| | | | | out who made | +| | | | | that change. | +| | | | | Any changes | +| | | | | made directly | +| | | | | in the | +| | | | | Solicitation | +| | | | | Address Manager | +| | | | | reflect the rep | +| | | | | ID. Telegence | +| | | | | The History tab | +| | | | | shows a | +| | | | | complete list | +| | | | | of solicitation | +| | | | | related changes | +| | | | | in | +| | | | | chronological | +| | | | | order. To set | +| | | | | preferences for | +| | | | | future new line | +| | | | | activations, | +| | | | | select the | +| | | | | Acct. Pref. | +| | | | | tab. Clarify/T | +| | | | | elegence This | +| | | | | is for future | +| | | | | new activations | +| | | | | only.Example: A | +| | | | | customer has 2 | +| | | | | current lines | +| | | | | with each | +| | | | | solicitation | +| | | | | method | +| | | | | preference as | +| | | | | do not solicit. | +| | | | | If they add a | +| | | | | third line to | +| | | | | the account, | +| | | | | the preferences | +| | | | | for the new | +| | | | | line | +| | | | | automatically | +| | | | | default to | +| | | | | solicit unless | +| | | | | the preferences | +| | | | | are unchecked | +| | | | | on this tab. | +| | | | | Specify the | +| | | | | customer's | +| | | | | preference(s). | +| | | | | Click Apply, so | +| | | | | the changes | +| | | | | update. After | +| | | | | updating all of | +| | | | | the customer's | +| | | | | preferences, | +| | | | | click the red X | +| | | | | in the upper- | +| | | | | right corner to | +| | | | | close out of | +| | | | | the | +| | | | | Solicitation | +| | | | | Address Manager | +| | | | | screen. Note | +| | | | | Clarify or the | +| | | | | billing system | +| | | | | with the | +| | | | | changes made. | +| | | | | Add on each | +| | | | | preference | +| | | | | screen expands | +| | | | | or reduces the | +| | | | | screen options. | +| | | | | Escalations Cl | +| | | | | arify/Telegence | +| | | | | If the caller | +| | | | | claims they are | +| | | | | still receiving | +| | | | | telemarketing | +| | | | | solicitations | +| | | | | from AT&T after | +| | | | | submitting an | +| | | | | internal Do Not | +| | | | | Call (DNC)/Do | +| | | | | Not Solicit | +| | | | | (DNS) request: | +| | | | | Advise the | +| | | | | caller it can | +| | | | | take up to 30 | +| | | | | days to stop | +| | | | | receiving calls | +| | | | | from AT&T, up | +| | | | | to 10 days to | +| | | | | stop receiving | +| | | | | email and SMS | +| | | | | marketing | +| | | | | solicitations, | +| | | | | and up to 60 | +| | | | | days to stop | +| | | | | receiving | +| | | | | direct mail. | +| | | | | If it has been | +| | | | | over this time | +| | | | | period since | +| | | | | they requested | +| | | | | to be put on | +| | | | | the AT&T | +| | | | | DNC/DNS list, | +| | | | | verify the | +| | | | | correct | +| | | | | settings are in | +| | | | | place in the | +| | | | | SAM Tool. Send | +| | | | | an escalation | +| | | | | email to Market | +| | | | | ingSAMSupport | +| | | | | with the | +| | | | | Subject Line | +| | | | | of: DNC | +| | | | | Escalation and | +| | | | | (fill in their | +| | | | | 10-digit | +| | | | | number). | +| | | | | Vendor represen | +| | | | | tatives: Refer | +| | | | | the information | +| | | | | to your team | +| | | | | manager. Your | +| | | | | manager submits | +| | | | | the information | +| | | | | to the AT&T | +| | | | | vendor manager | +| | | | | for your center | +| | | | | who then | +| | | | | submits the | +| | | | | email to | +| | | | | Marketing SAM | +| | | | | Support. | +| | | | | In the email, | +| | | | | include: The | +| | | | | 10-digit | +| | | | | telephone | +| | | | | number being | +| | | | | called, email | +| | | | | address, or | +| | | | | direct mail | +| | | | | address | +| | | | | receiving the | +| | | | | solicitation, | +| | | | | and account | +| | | | | number (if | +| | | | | available) | +| | | | | Full name and | +| | | | | complete | +| | | | | address of the | +| | | | | account holder | +| | | | | The type of the | +| | | | | telephone | +| | | | | number | +| | | | | (wireless, | +| | | | | wired) If | +| | | | | available, the | +| | | | | date the caller | +| | | | | received the | +| | | | | last call, | +| | | | | email or direct | +| | | | | mail, any | +| | | | | caller | +| | | | | information, | +| | | | | and offer | +| | | | | details | +| | | | | Set proper | +| | | | | expectations | +| | | | | that it takes | +| | | | | 24 hours for | +| | | | | SAM to respond | +| | | | | back to the | +| | | | | customer. The | +| | | | | Target Campaign | +| | | | | Preferences are | +| | | | | unavailable for | +| | | | | use until a | +| | | | | later date. | +| | | | | Non-Customer | +| | | | | (Prospect) Do | +| | | | | Not Solicit | +| | | | | procedures for | +| | | | | non-customers | +| | | | | who do not want | +| | | | | to receive AT&T | +| | | | | Marketing commu | +| | | | | nications.The | +| | | | | request can be | +| | | | | registered | +| | | | | through | +| | | | | Marketing Do | +| | | | | Not Contact | +| | | | | Notification | +| | | | | (MDNCN) . CPNI | +| | | | | Notifications | +| | | | | To comply with | +| | | | | a Federal | +| | | | | Customer | +| | | | | Proprietary | +| | | | | Network | +| | | | | Information | +| | | | | (CPNI) mandate, | +| | | | | the Telegence | +| | | | | billing system | +| | | | | notifies | +| | | | | subscribers | +| | | | | when specific | +| | | | | subscriber | +| | | | | initiated | +| | | | | transactions | +| | | | | occur. The FCC | +| | | | | mandate does | +| | | | | not allow CPNI | +| | | | | notifications | +| | | | | to be optional. | +| | | | | Do Not Solicit | +| | | | | options do not | +| | | | | stop these | +| | | | | notifications. | +| | | | | Customers may | +| | | | | disregard the | +| | | | | notices if they | +| | | | | believe they | +| | | | | are cumbersome, | +| | | | | but they are | +| | | | | sent for the | +| | | | | protection of | +| | | | | their accounts. | +| | | | | For additional | +| | | | | information on | +| | | | | CPNI | +| | | | | notifications, | +| | | | | refer to | +| | | | | Related Links. | +| | | | | Access to | +| | | | | articles in | +| | | | | Related Links | +| | | | | is restricted | +| | | | | based on your | +| | | | | Salesforce | +| | | | | profile. | +| | | | | Telemarketing | +| | | | | Calls From | +| | | | | Companies Other | +| | | | | Than AT&T | +| | | | | Customers may | +| | | | | receive | +| | | | | unsolicited | +| | | | | telemarketing | +| | | | | calls or SMS | +| | | | | messages from | +| | | | | outside | +| | | | | companies. | +| | | | | AT&T does not | +| | | | | condone these | +| | | | | telemarketers; | +| | | | | this type of | +| | | | | telemarketing | +| | | | | is illegal. | +| | | | | AT&T is working | +| | | | | aggressively to | +| | | | | stop these | +| | | | | telemarketers | +| | | | | from making | +| | | | | illegal | +| | | | | telemarketing | +| | | | | calls to AT&T | +| | | | | customers. | +| | | | | We are fighting | +| | | | | to stop | +| | | | | spammers from | +| | | | | sending | +| | | | | unsolicited | +| | | | | text messages | +| | | | | to our | +| | | | | customers. We | +| | | | | have | +| | | | | implemented | +| | | | | filters to | +| | | | | block spam text | +| | | | | Source: | +| | | | | Content: . | +| | | | | Confirm this | +| | | | | email address | +| | | | | to ensure they | +| | | | | receive the | +| | | | | quote. BAN | +| | | | | FANCustomer | +| | | | | Information - | +| | | | | Screenshot 10 | +| | | | | Prior to | +| | | | | submitting, | +| | | | | cover their | +| | | | | next steps to | +| | | | | properly | +| | | | | prepare devices | +| | | | | for trade-in. | +| | | | | If they're | +| | | | | upgrading and | +| | | | | receiving new | +| | | | | devices, as | +| | | | | well as trading | +| | | | | in devices, | +| | | | | they must use | +| | | | | the unique | +| | | | | shipping | +| | | | | materials and | +| | | | | labels from the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program to ship | +| | | | | their trade-in | +| | | | | devices back. | +| | | | | They should not | +| | | | | use the label | +| | | | | included with | +| | | | | their new | +| | | | | device. Using | +| | | | | the return | +| | | | | label that | +| | | | | arrives with | +| | | | | the new device | +| | | | | causes the | +| | | | | trade-in device | +| | | | | to return to | +| | | | | the wrong | +| | | | | warehouse and | +| | | | | prevents them | +| | | | | from receiving | +| | | | | credit.Suggeste | +| | | | | d Verbiage: | +| | | | | You'll receive | +| | | | | an email | +| | | | | shortly giving | +| | | | | you | +| | | | | instructions to | +| | | | | log into AT&T | +| | | | | Business Trade- | +| | | | | In to review | +| | | | | and accept the | +| | | | | quote I've | +| | | | | created for | +| | | | | you. Once you | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions, | +| | | | | you'll receive | +| | | | | customized | +| | | | | shipping | +| | | | | materials to | +| | | | | the address you | +| | | | | provide within | +| | | | | 5-7 business | +| | | | | days. Use only | +| | | | | these materials | +| | | | | to return | +| | | | | devices to | +| | | | | ensure accurate | +| | | | | tracking of | +| | | | | your trade-ins. | +| | | | | The shipping | +| | | | | materials | +| | | | | include | +| | | | | everything | +| | | | | you'll need to | +| | | | | send in your | +| | | | | devices | +| | | | | including | +| | | | | boxes, | +| | | | | cardboard | +| | | | | dividers, | +| | | | | sleeves to | +| | | | | protect the | +| | | | | phones, and | +| | | | | prepaid UPS | +| | | | | return labels. | +| | | | | You'll also | +| | | | | receive | +| | | | | valuable | +| | | | | information | +| | | | | about: How | +| | | | | to turn off | +| | | | | activation | +| | | | | locks prior to | +| | | | | shipping | +| | | | | devices How to | +| | | | | update the | +| | | | | quote 11 | +| | | | | Select Submit | +| | | | | to Customer and | +| | | | | a pop-up | +| | | | | displays. | +| | | | | Acknowledgement | +| | | | | - Screenshot | +| | | | | 12 Select Send | +| | | | | Quote to | +| | | | | proceed and | +| | | | | submit the | +| | | | | quote for their | +| | | | | review. Upon | +| | | | | submission, | +| | | | | they receive | +| | | | | the quote sent | +| | | | | to the email | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. The | +| | | | | email includes | +| | | | | the details of | +| | | | | their trade-in | +| | | | | quote, such as: | +| | | | | Instructions on | +| | | | | accessing the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | via links | +| | | | | within their | +| | | | | Premier account | +| | | | | Quote #/$ Value | +| | | | | /Expiration | +| | | | | Date 14 If | +| | | | | your customer | +| | | | | calls with | +| | | | | questions about | +| | | | | their quote, | +| | | | | status of their | +| | | | | shipping | +| | | | | materials, | +| | | | | receipt of | +| | | | | their devices, | +| | | | | or trade-in | +| | | | | credit, warm | +| | | | | transfer them | +| | | | | to the AT&T | +| | | | | Business Trade- | +| | | | | In Support Team | +| | | | | available at | +| | | | | 866.993.5800 | +| | | | | (Monday-Friday, | +| | | | | 9 a.m. - 5 p.m. | +| | | | | CT) or via | +| | | | | email at suppor | +| | | | | t@attbusinesstr | +| | | | | adein.com. | +| | | | | Accept/Edit the | +| | | | | Quote | +| | | | | Instructions to | +| | | | | access the | +| | | | | quote are | +| | | | | emailed to | +| | | | | customers using | +| | | | | the email | +| | | | | address they | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. To | +| | | | | accept or edit | +| | | | | the trade-in | +| | | | | quote, they | +| | | | | access the link | +| | | | | to their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool through | +| | | | | their Premier | +| | | | | account. | +| | | | | Within Premier, | +| | | | | they can access | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In link | +| | | | | (labeled Trade- | +| | | | | In Program) 2 | +| | | | | ways: | +| | | | | Premier Online | +| | | | | Care: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Premier Online | +| | | | | Sales: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Heads Up: | +| | | | | Customers that | +| | | | | have been | +| | | | | migrated to | +| | | | | myatt.com will | +| | | | | need to access | +| | | | | the link to | +| | | | | their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | included in the | +| | | | | email or use ww | +| | | | | w.attbusinesstr | +| | | | | adein.com. | +| | | | | After selecting | +| | | | | Trade-In | +| | | | | Program, from | +| | | | | the homepage | +| | | | | they select | +| | | | | Manage Quotes. | +| | | | | Manage Quotes - | +| | | | | Screenshot Now | +| | | | | they can select | +| | | | | the quote you | +| | | | | created for | +| | | | | them by | +| | | | | clicking the | +| | | | | quote number. | +| | | | | Quotes - | +| | | | | Screenshot | +| | | | | Click the Add | +| | | | | Contact | +| | | | | Information | +| | | | | button. Once | +| | | | | selected: | +| | | | | They can edit | +| | | | | the make, | +| | | | | model, and | +| | | | | quantity of | +| | | | | devices prior | +| | | | | to accepting | +| | | | | it. Effective | +| | | | | April 7, 20019, | +| | | | | AT&T Business | +| | | | | Trade-In will | +| | | | | provide 2 | +| | | | | options for | +| | | | | customers to | +| | | | | receive prepaid | +| | | | | shipping labels | +| | | | | for their | +| | | | | locations to | +| | | | | return devices. | +| | | | | Customers | +| | | | | select one of | +| | | | | the options | +| | | | | when accepting | +| | | | | their trade-in | +| | | | | quote. | +| | | | | Option 1: Link | +| | | | | provided for | +| | | | | location(s) to | +| | | | | print prepaid | +| | | | | labels and use | +| | | | | their own | +| | | | | shipping | +| | | | | materials (link | +| | | | | available | +| | | | | immediately). | +| | | | | Option 2: AT&T | +| | | | | Business Trade- | +| | | | | In sends | +| | | | | prepaid labels | +| | | | | and free | +| | | | | shipping | +| | | | | materials to | +| | | | | locations | +| | | | | (materials | +| | | | | arrive in 5 – 7 | +| | | | | days). The | +| | | | | customer | +| | | | | accepts the | +| | | | | T&Cs and | +| | | | | receive an | +| | | | | email | +| | | | | confirmation | +| | | | | with: | +| | | | | Information | +| | | | | about shipping | +| | | | | materials - | +| | | | | Including link | +| | | | | to print labels | +| | | | | if they | +| | | | | selected that | +| | | | | option. Steps | +| | | | | to ensure | +| | | | | smooth | +| | | | | processing. | +| | | | | Explanation of | +| | | | | the processing | +| | | | | and credit | +| | | | | process. AT&T | +| | | | | Business Trade- | +| | | | | In Processing | +| | | | | Center Receives | +| | | | | Devices The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Processing | +| | | | | Center confirms | +| | | | | actual trade-in | +| | | | | value based on | +| | | | | device | +| | | | | conditions. | +| | | | | Does the device | +| | | | | power on and | +| | | | | off? Has the | +| | | | | Activation Lock | +| | | | | been disabled | +| | | | | (Find my | +| | | | | iPhone-FMiP)? | +| | | | | Is the device | +| | | | | functioning | +| | | | | correctly and | +| | | | | intact, free of | +| | | | | any chips, | +| | | | | cracks, | +| | | | | bruised/dead | +| | | | | pixels, or | +| | | | | burn-in? | +| | | | | Source: | +| | | | | Content: N: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Mexico and | +| | | | | Canada rated by | +| | | | | the domestic | +| | | | | rate plan. | +| | | | | Only Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. All | +| | | | | other usage in | +| | | | | IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. See | +| | | | | Cruise packages | +| | | | | for additional | +| | | | | support. | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 28 | [] | Can TCMs | Yes, the | Content: Jump | +| | | trade in | AT&T | to: What I Need | +| | | devices from | Business | to Know | What | +| | | other | Trade-In | the Customer | +| | | carriers? | program | Needs to Know | | +| | | | accepts | FAQ This | +| | | | devices | article | +| | | | previously | provides detail | +| | | | on other | on using the | +| | | | carrier | AT&T Business | +| | | | networks. | Trade-In | +| | | | (Source: | program and | +| | | | context) | tool to provide | +| | | | | value back to | +| | | | | CRU Business | +| | | | | customers for | +| | | | | their Mobile | +| | | | | devices.Looking | +| | | | | for Trade-In | +| | | | | promo support? | +| | | | | See Premium | +| | | | | Device Trade-In | +| | | | | Offer - BCSS | +| | | | | and Tiered Gets | +| | | | | Better with | +| | | | | Trade-In - | +| | | | | BCSS. The AT&T | +| | | | | Business Trade- | +| | | | | In program | +| | | | | enables CRU | +| | | | | Business | +| | | | | customers in | +| | | | | all segments to | +| | | | | earn credits on | +| | | | | their AT&T | +| | | | | wireless BAN | +| | | | | for mobile | +| | | | | devices | +| | | | | returned to | +| | | | | AT&T. When | +| | | | | customers are | +| | | | | upgrading | +| | | | | lines, porting | +| | | | | in lines, or | +| | | | | have devices | +| | | | | they're no | +| | | | | longer using, | +| | | | | use the tool to | +| | | | | configure a | +| | | | | quote for | +| | | | | device trade- | +| | | | | ins to help | +| | | | | them offset the | +| | | | | costs of any | +| | | | | new AT&T | +| | | | | equipment or | +| | | | | service | +| | | | | purchases. No | +| | | | | purchase is | +| | | | | necessary to | +| | | | | take advantage | +| | | | | of the tool. | +| | | | | Win more | +| | | | | business faster | +| | | | | by offering | +| | | | | trade-ins to | +| | | | | your customers: | +| | | | | The value from | +| | | | | the devices can | +| | | | | be used to | +| | | | | invest in new | +| | | | | solutions, | +| | | | | including | +| | | | | devices, Mobile | +| | | | | Protection Pack | +| | | | | for Business, | +| | | | | AMAs, security, | +| | | | | and so on. | +| | | | | Heads Up: The | +| | | | | customer must | +| | | | | be the sole and | +| | | | | rightful owner | +| | | | | of the device | +| | | | | they're trading | +| | | | | in. If they're | +| | | | | trading a | +| | | | | device on AT&T | +| | | | | Next, Equipment | +| | | | | Installment | +| | | | | Plan (EIP), or | +| | | | | a device that | +| | | | | was under a | +| | | | | 2-year | +| | | | | contract, the | +| | | | | balance must be | +| | | | | paid in full | +| | | | | before it can | +| | | | | be traded for | +| | | | | value on their | +| | | | | account. AT&T | +| | | | | Business Trade- | +| | | | | In Tool | +| | | | | Instructions | +| | | | | To learn how to | +| | | | | configure a | +| | | | | quote for your | +| | | | | customer, watch | +| | | | | the Trade-In | +| | | | | Tool Video | +| | | | | Demo. Once you | +| | | | | configure and | +| | | | | submit the | +| | | | | quote, the | +| | | | | customer | +| | | | | receives an | +| | | | | email detailing | +| | | | | how to access | +| | | | | the quote to | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions | +| | | | | (T&C), request | +| | | | | prepaid | +| | | | | materials and | +| | | | | labels to | +| | | | | return devices, | +| | | | | and to manage | +| | | | | their quotes | +| | | | | and reports. | +| | | | | When in context | +| | | | | in OPUS working | +| | | | | with a | +| | | | | customer, you | +| | | | | can access the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | through links | +| | | | | we've added to | +| | | | | OPUS and | +| | | | | Clarify. | +| | | | | Additionally, | +| | | | | when you click | +| | | | | the link, it | +| | | | | automatically | +| | | | | logs into the | +| | | | | tool; no need | +| | | | | to manage | +| | | | | separate login | +| | | | | credentials. | +| | | | | From OPUS, you | +| | | | | have 3 ways to | +| | | | | access the | +| | | | | trade-in tool: | +| | | | | OPUS Quick | +| | | | | Links Menu: | +| | | | | OPUS Quick | +| | | | | Links - | +| | | | | Screenshot | +| | | | | Accessibility | +| | | | | to this view | +| | | | | depends upon | +| | | | | user profile. | +| | | | | Not available | +| | | | | in all channels | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In Tool link | +| | | | | does not show | +| | | | | in OPUS Quick | +| | | | | Links until a | +| | | | | customer | +| | | | | account is | +| | | | | pulled up and | +| | | | | verified in | +| | | | | OPUS. | +| | | | | Customer | +| | | | | Summary Page: | +| | | | | If Then | +| | | | | Business Care | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Business Sales | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Order | +| | | | | Confirmation | +| | | | | Page: Order | +| | | | | Confirmation | +| | | | | Page - | +| | | | | Screenshot | +| | | | | From Clarify, | +| | | | | you have 2 ways | +| | | | | to access the | +| | | | | trade-in tool: | +| | | | | Quick Actions: | +| | | | | Quick Actions - | +| | | | | Screenshot | +| | | | | Needs - Tools & | +| | | | | Assistance: | +| | | | | Needs - Tools & | +| | | | | Assistance - | +| | | | | Screenshot | +| | | | | Select Create a | +| | | | | Quote. FAN and | +| | | | | BAN: The tool | +| | | | | uses the FAN | +| | | | | attached to the | +| | | | | account you | +| | | | | accessed in | +| | | | | OPUS and | +| | | | | displays all | +| | | | | the BANs | +| | | | | associated with | +| | | | | it. FAN and | +| | | | | BANs - | +| | | | | Screenshot | +| | | | | Select the BAN | +| | | | | the customer | +| | | | | would like the | +| | | | | trade-in credit | +| | | | | applied to. | +| | | | | Search for the | +| | | | | device type | +| | | | | they're seeking | +| | | | | to trade in. | +| | | | | Tool Tip: | +| | | | | Searching for a | +| | | | | specific device | +| | | | | returns fewer | +| | | | | options. For | +| | | | | example, | +| | | | | searching | +| | | | | iPhone would | +| | | | | return every | +| | | | | style of | +| | | | | iPhone; | +| | | | | searching | +| | | | | iPhone 6 | +| | | | | narrows the | +| | | | | results to the | +| | | | | available | +| | | | | iPhone 6 | +| | | | | models. Search | +| | | | | - Screenshot | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | displays search | +| | | | | results. The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program accepts | +| | | | | devices | +| | | | | previously on | +| | | | | other carrier | +| | | | | networks. | +| | | | | Multiple | +| | | | | carriers | +| | | | | display; select | +| | | | | the correct | +| | | | | carrier and | +| | | | | device | +| | | | | capacity. In | +| | | | | the Quantity | +| | | | | field, enter | +| | | | | the number of | +| | | | | devices and | +| | | | | click Add | +| | | | | Device. The | +| | | | | quantity of 1 | +| | | | | is the default. | +| | | | | The device you | +| | | | | selected | +| | | | | appears in the | +| | | | | Selected | +| | | | | devices cart. | +| | | | | Selected | +| | | | | Devices - | +| | | | | Screenshot | +| | | | | When all | +| | | | | devices are | +| | | | | added, select | +| | | | | Review Quote. | +| | | | | Review Quote - | +| | | | | Screenshot A | +| | | | | summary page | +| | | | | displays. | +| | | | | Review for | +| | | | | accuracy. Make | +| | | | | adjustments to | +| | | | | the trade-in | +| | | | | quote, such as | +| | | | | devices or | +| | | | | quantities on | +| | | | | this page. | +| | | | | Quote Summary - | +| | | | | Screenshot If | +| | | | | all information | +| | | | | is correct: | +| | | | | In the | +| | | | | appropriate | +| | | | | field (if not | +| | | | | already), enter | +| | | | | their company | +| | | | | name. Select | +| | | | | Generate. | +| | | | | Generate - | +| | | | | ScreenshotA | +| | | | | quote summary | +| | | | | and number | +| | | | | generate. Quote | +| | | | | Summary - | +| | | | | Screenshot | +| | | | | Click Add | +| | | | | Customer | +| | | | | Information. | +| | | | | Review the | +| | | | | auto-populated | +| | | | | Primary contact | +| | | | | information | +| | | | | fields with | +| | | | | your customer | +| | | | | and enter any | +| | | | | missing | +| | | | | information: | +| | | | | Customer Email | +| | | | | Address Source: | +| | | | | Content: The | +| | | | | customer must | +| | | | | accept the T&Cs | +| | | | | through www.att | +| | | | | .com/TnCCRU/: ¶ | +| | | | | The contract | +| | | | | change does not | +| | | | | process until | +| | | | | the T&Cs are | +| | | | | accepted. | +| | | | | Normal billing | +| | | | | continues until | +| | | | | the T&Cs are | +| | | | | accepted and | +| | | | | the contract | +| | | | | changes. The | +| | | | | customer is | +| | | | | refunded the | +| | | | | taxes for the | +| | | | | old AT&T | +| | | | | installment | +| | | | | plan term and | +| | | | | charged the | +| | | | | taxes on the | +| | | | | new AT&T | +| | | | | installment | +| | | | | plan term. | +| | | | | Payment for the | +| | | | | new contract | +| | | | | term is due at | +| | | | | time of | +| | | | | processing. If | +| | | | | applicable, the | +| | | | | customer is | +| | | | | refunded the | +| | | | | down payment | +| | | | | amount for the | +| | | | | old AT&T | +| | | | | installment | +| | | | | plan term and | +| | | | | may have an | +| | | | | optional or | +| | | | | required down | +| | | | | payment for the | +| | | | | new AT&T | +| | | | | installment | +| | | | | plan term. ¶ ¶ | +| | | | | ¶ Dual SIM | +| | | | | Dual Standby | +| | | | | Devices ¶ | +| | | | | DSDS devices | +| | | | | may have | +| | | | | multiple AT&T | +| | | | | CTNs associated | +| | | | | to them. The | +| | | | | CTNs may be | +| | | | | billed on | +| | | | | different BANs, | +| | | | | and may also be | +| | | | | a mix of | +| | | | | Business and | +| | | | | Consumer. Apply | +| | | | | the BRE policy | +| | | | | to the CTN that | +| | | | | either | +| | | | | activated first | +| | | | | or the upgrade | +| | | | | was completed | +| | | | | on. ¶ The CTN | +| | | | | is typically | +| | | | | identified by | +| | | | | being under | +| | | | | contract or | +| | | | | with an | +| | | | | installment | +| | | | | plan. The CTN | +| | | | | type will | +| | | | | determine which | +| | | | | BRE period | +| | | | | applies. ¶ | +| | | | | Everything else | +| | | | | about the BRE | +| | | | | process is | +| | | | | normal.For more | +| | | | | information, | +| | | | | see Dual SIM / | +| | | | | Dual Standby | +| | | | | (DSDS) - BCSS . | +| | | | | ¶ Source: | +| | | | | Content: lIMEI | +| | | | | changes for: | +| | | | | COAM | +| | | | | activations | +| | | | | Warranty | +| | | | | exchanges | +| | | | | Device | +| | | | | Protection / | +| | | | | replacements | +| | | | | Manual shared | +| | | | | upgrades Do | +| | | | | not use this | +| | | | | page for: New | +| | | | | device | +| | | | | activations | +| | | | | Add-a-line | +| | | | | Equipment | +| | | | | upgrades If | +| | | | | the customer | +| | | | | obtained their | +| | | | | device through | +| | | | | a new | +| | | | | activation or | +| | | | | equipment | +| | | | | upgrade, refer | +| | | | | to: Wireless | +| | | | | Account Changes | +| | | | | - OPUS - | +| | | | | Business > | +| | | | | Equipment | +| | | | | and/or SIM | +| | | | | Change | +| | | | | Customers can | +| | | | | complete an | +| | | | | IMEI update in | +| | | | | Premier by | +| | | | | selecting | +| | | | | Account | +| | | | | Management > I | +| | | | | Want To. | +| | | | | Perform IMEI | +| | | | | updates using | +| | | | | the myAT&T | +| | | | | Business App by | +| | | | | AOP/TCM/D2D | +| | | | | only. The | +| | | | | device must be | +| | | | | a GSM, EDGE, or | +| | | | | UMTS device. | +| | | | | IMEI changes | +| | | | | can only be | +| | | | | done while the | +| | | | | device is on | +| | | | | the domestic | +| | | | | AT&T network. | +| | | | | Voicemail: | +| | | | | Customers who | +| | | | | move to and | +| | | | | from any type | +| | | | | of wireless | +| | | | | voicemail | +| | | | | feature do not | +| | | | | lose their | +| | | | | existing | +| | | | | mailbox, | +| | | | | including any | +| | | | | messages and | +| | | | | greetings. | +| | | | | Ringtones, | +| | | | | games, and | +| | | | | premium | +| | | | | downloads | +| | | | | cannot be | +| | | | | transferred | +| | | | | from one IMEI | +| | | | | to another. | +| | | | | Existing | +| | | | | customers who | +| | | | | acquire a COAM | +| | | | | device and then | +| | | | | request to | +| | | | | change their | +| | | | | IMEI are not | +| | | | | required to | +| | | | | extend their | +| | | | | contract. CRU | +| | | | | end-users must | +| | | | | have the proper | +| | | | | FaST profile | +| | | | | authorization | +| | | | | to perform | +| | | | | IMEI, feature, | +| | | | | and rate plan | +| | | | | changes. If | +| | | | | necessary, | +| | | | | follow your | +| | | | | department's | +| | | | | guidelines for | +| | | | | contacting an | +| | | | | authorized | +| | | | | requestor or | +| | | | | refer the end- | +| | | | | user to an | +| | | | | authorized | +| | | | | requestor to | +| | | | | obtain | +| | | | | authorization. | +| | | | | Exception: If | +| | | | | the end-user is | +| | | | | replacing an | +| | | | | incompatible | +| | | | | rate | +| | | | | plan/feature | +| | | | | with a similar, | +| | | | | compatible rate | +| | | | | plan/feature. | +| | | | | For other | +| | | | | exceptions, | +| | | | | refer to | +| | | | | Account | +| | | | | Verification | +| | | | | Process - BCSS | +| | | | | Perform all | +| | | | | IMEI changes in | +| | | | | OPUS. Dual SIM | +| | | | | devices: | +| | | | | Always activate | +| | | | | IMEI #1 first. | +| | | | | IMEI #2 should | +| | | | | only be | +| | | | | activated if | +| | | | | IMEI #1 is | +| | | | | already active. | +| | | | | Need to know | +| | | | | about Dual SIM? | +| | | | | See Dual SIM / | +| | | | | Dual Standby | +| | | | | (DSDS) - BCSS. | +| | | | | If the | +| | | | | transaction | +| | | | | errors out in | +| | | | | the ordering | +| | | | | system, process | +| | | | | in Telegence. | +| | | | | If the | +| | | | | Telegence | +| | | | | transaction | +| | | | | also fails: | +| | | | | BMC/BME: File | +| | | | | an OPUS Unable | +| | | | | to Complete | +| | | | | transaction and | +| | | | | Other Billing | +| | | | | System Error | +| | | | | Clarify case | +| | | | | and mark as | +| | | | | Urgent. | +| | | | | Enhanced Care: | +| | | | | Contact the | +| | | | | Resolution Team | +| | | | | to report the | +| | | | | issue. COAM | +| | | | | activations | +| | | | | are: A | +| | | | | device branded | +| | | | | by another | +| | | | | carrier the | +| | | | | customer is | +| | | | | activating on | +| | | | | AT&T service A | +| | | | | device | +| | | | | purchased at | +| | | | | full retail | +| | | | | price or where | +| | | | | the contract | +| | | | | period is | +| | | | | completed iOS | +| | | | | 5 users only: | +| | | | | Do not delete | +| | | | | parked upgrade | +| | | | | information or | +| | | | | perform any | +| | | | | IMEI change | +| | | | | until the | +| | | | | customer powers | +| | | | | on the device | +| | | | | and completes | +| | | | | the on-device | +| | | | | activation. | +| | | | | BMC: Offer to | +| | | | | send a Post | +| | | | | Call | +| | | | | Notification | +| | | | | (PCN)/Customer | +| | | | | Expectations | +| | | | | Email (CEE) to | +| | | | | the customer; | +| | | | | see Post Call | +| | | | | Notification | +| | | | | (PCN) - Clarify | +| | | | | - BMC. | +| | | | | Enhanced Care: | +| | | | | Refer to | +| | | | | Customer | +| | | | | Expectations - | +| | | | | BME when | +| | | | | setting | +| | | | | expectations. | +| | | | | Device | +| | | | | Protection If | +| | | | | the customer is | +| | | | | already | +| | | | | enrolled, they | +| | | | | can remain | +| | | | | enrolled. If | +| | | | | the customer | +| | | | | currently does | +| | | | | not have device | +| | | | | protection and | +| | | | | inquires about | +| | | | | it, verify | +| | | | | eligibility. | +| | | | | Dual SIM | +| | | | | devices: | +| | | | | Only one CTN | +| | | | | associated with | +| | | | | the device | +| | | | | should be | +| | | | | enrolled. Do | +| | | | | not enroll | +| | | | | multiple CTNs | +| | | | | on a Dual | +| | | | | SIM/Dual | +| | | | | Standby (DSDS) | +| | | | | device. Prior | +| | | | | to adding | +| | | | | device | +| | | | | protection, | +| | | | | always confirm | +| | | | | with the | +| | | | | customer if | +| | | | | another CTN is | +| | | | | active and | +| | | | | already | +| | | | | enrolled. If | +| | | | | accessing | +| | | | | another | +| | | | | account, always | +| | | | | authenticate | +| | | | | each account | +| | | | | based on the | +| | | | | BAN type. For | +| | | | | devices ordered | +| | | | | as an equipment | +| | | | | upgrade, but | +| | | | | activating on a | +| | | | | line different | +| | | | | than the one | +| | | | | the customer | +| | | | | ordered it on, | +| | | | | follow the | +| | | | | steps below. | +| | | | | For iPhones | +| | | | | ordered as an | +| | | | | equipment | +| | | | | upgrade, but | +| | | | | activating on a | +| | | | | line different | +| | | | | than the one | +| | | | | the customer | +| | | | | ordered it on, | +| | | | | refer to Manual | +| | | | | Shared Upgrades | +| | | | | (Moving Parked | +| | | | | iPhone | +| | | | | Equipment). If | +| | | | | the customer is | +| | | | | unsure or is | +| | | | | changing to a | +| | | | | device that | +| | | | | AT&T has not | +| | | | | provided or | +| | | | | approved, make | +| | | | | sure they are | +| | | | | aware they may | +| | | | | encounter | +| | | | | service issues | +| | | | | on our network. | +| | | | | Note the | +| | | | | account that | +| | | | | you informed | +| | | | | the customer of | +| | | | | this. Ensure | +| | | | | the customer | +| | | | | has the | +| | | | | appropriate SIM | +| | | | | card for their | +| | | | | device. Refer | +| | | | | to SIM Types | +| | | | | and Technology | +| | | | | in the SIM | +| | | | | Knowledge | +| | | | | Center - BCSS. | +| | | | | If the customer | +| | | | | does not have | +| | | | | the appropriate | +| | | | | SIM, refer to | +| | | | | SIM Card Orders | +| | | | | – BCSS. Heads | +| | | | | up! CRU | +| | | | | customers are | +| | | | | exempt from | +| | | | | this step. | +| | | | | Proceed to step | +| | | | | 6. Ask the | +| | | | | customer if | +| | | | | they are on the | +| | | | | wireless device | +| | | | | and would like | +| | | | | assistance | +| | | | | transferring | +| | | | | contacts. If | +| | | | | they do not | +| | | | | need assistance | +| | | | | or the device | +| | | | | is a laptop or | +| | | | | AirCard, | +| | | | | proceed to step | +| | | | | 6. If they are | +| | | | | on their device | +| | | | | and would like | +| | | | | assistance | +| | | | | Source: | +| | | | | Content: 4. | +| | | | | Results will | +| | | | | display on the | +| | | | | screen. Back | +| | | | | to Top Dual | +| | | | | SIM Dual | +| | | | | Standby Devices | +| | | | | DSDS devices | +| | | | | may have | +| | | | | multiple AT&T | +| | | | | CTNs associated | +| | | | | to them.  The | +| | | | | CTNs may be | +| | | | | billed on | +| | | | | different BANs, | +| | | | | and may also be | +| | | | | a mix of | +| | | | | Business and | +| | | | | Consumer.  | +| | | | | Apply the BRE | +| | | | | policy to the | +| | | | | CTN that either | +| | | | | activated first | +| | | | | or the upgrade | +| | | | | was completed | +| | | | | on.  The CTN | +| | | | | is typically | +| | | | | identified by | +| | | | | being under | +| | | | | contract or | +| | | | | with an | +| | | | | installment | +| | | | | plan.  The CTN | +| | | | | type will | +| | | | | determine which | +| | | | | BRE period | +| | | | | applies.  | +| | | | | After the | +| | | | | initial | +| | | | | activation or | +| | | | | upgrade, any | +| | | | | other AT&T CTN | +| | | | | would be a BYOD | +| | | | | activation/equi | +| | | | | pment change | +| | | | | and normal | +| | | | | cancelation | +| | | | | rules apply.  | +| | | | | When doing a | +| | | | | cancellation or | +| | | | | exchange, make | +| | | | | sure to first | +| | | | | discuss what | +| | | | | the customer | +| | | | | wants to do | +| | | | | with any other | +| | | | | CTN associated | +| | | | | with the | +| | | | | device.  | +| | | | | Everything else | +| | | | | about the BRE | +| | | | | process is | +| | | | | normal. For | +| | | | | more | +| | | | | information, | +| | | | | see Dual SIM / | +| | | | | Dual Standby | +| | | | | (DSDS) - BCSS . | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: ¶ ¶ | +| | | | | ¶ ¶ ¶ ¶ | +| | | | | Tips to get you | +| | | | | started.¶ ¶ | +| | | | | Prior to | +| | | | | promoting an | +| | | | | AT&T product, | +| | | | | review the CPNI | +| | | | | indicator and | +| | | | | CPNI Product | +| | | | | List to | +| | | | | determine if | +| | | | | CPNI consent is | +| | | | | required. | +| | | | | FirstNet | +| | | | | restrictions:¶ | +| | | | | FirstNet Agency | +| | | | | Paid (CRU): | +| | | | | Promoting | +| | | | | products is per | +| | | | | mitted.FirstNet | +| | | | | Subscriber Paid | +| | | | | (SIG):¶ 1 | +| | | | | Smartphone or | +| | | | | Feature Phone1 | +| | | | | Tablet1 | +| | | | | Wearable1 | +| | | | | Hotspot - | +| | | | | requires an | +| | | | | active FirstNet | +| | | | | Smartphone | +| | | | | line¶ ¶ Help | +| | | | | customers get a | +| | | | | credit for | +| | | | | their old | +| | | | | device by | +| | | | | configuring and | +| | | | | submitting an | +| | | | | AT&T Business | +| | | | | Trade-In quote. | +| | | | | Use the | +| | | | | Accessory 3Ps | +| | | | | (Power, | +| | | | | Protection, Per | +| | | | | sonalization) | +| | | | | selling | +| | | | | technique to | +| | | | | offer and | +| | | | | present | +| | | | | accessories. | +| | | | | When searching | +| | | | | for accessories | +| | | | | online, enter | +| | | | | the desired | +| | | | | accessory in | +| | | | | the Find | +| | | | | Accessories For | +| | | | | Your Device | +| | | | | box. Links not | +| | | | | available? | +| | | | | Articles linked | +| | | | | from this page | +| | | | | may be | +| | | | | restricted to | +| | | | | specific myCSP | +| | | | | profiles.¶ ¶ | +| | | | | ¶ ¶ ¶ | +| | | | | ¶ ¶ | +| | | | | Product | +| | | | | Benefits¶ ¶ | +| | | | | Product | +| | | | | Benefits | +| | | | | Accessories ¶ | +| | | | | Power, | +| | | | | Protection, and | +| | | | | Personalization | +| | | | | ¶ ¶ Batteries | +| | | | | and Chargers:¶ | +| | | | | Charge on the | +| | | | | go solution.Cha | +| | | | | rging and | +| | | | | protection | +| | | | | solution in one | +| | | | | accessory.¶ | +| | | | | Cases and | +| | | | | Protection:¶ | +| | | | | Protect the | +| | | | | device from | +| | | | | damage.Maximize | +| | | | | the value of | +| | | | | device trade- | +| | | | | in.¶ ¶ Add-a- | +| | | | | Line ¶ Stay | +| | | | | in touch with | +| | | | | customers while | +| | | | | on the | +| | | | | move.Contact | +| | | | | employees | +| | | | | throughout the | +| | | | | workday.¶ AT&T | +| | | | | Internet for | +| | | | | Business ¶ | +| | | | | 20,000 hotspots | +| | | | | nationwide.No | +| | | | | data | +| | | | | caps.Wireless | +| | | | | networking | +| | | | | within the | +| | | | | customer's | +| | | | | office.¶ | +| | | | | DIRECTV for | +| | | | | Business ¶ | +| | | | | Bars and | +| | | | | restaurants use | +| | | | | DIRECTV | +| | | | | programming and | +| | | | | premium sports | +| | | | | packages to | +| | | | | directly | +| | | | | produce | +| | | | | revenue.Creates | +| | | | | a calming and | +| | | | | relaxing enviro | +| | | | | nment.DIRECTV | +| | | | | can be | +| | | | | positioned as | +| | | | | an amenity.¶ | +| | | | | Device | +| | | | | Protection ¶ | +| | | | | Device | +| | | | | Protection¶ | +| | | | | Protection | +| | | | | against loss, | +| | | | | theft, physical | +| | | | | and liquid | +| | | | | damage, and | +| | | | | out-of-warranty | +| | | | | malfunctions.Fi | +| | | | | le claims | +| | | | | online 24/7.¶ | +| | | | | AT&T Protect | +| | | | | Advantage¶ | +| | | | | Multi-device | +| | | | | optionProTech | +| | | | | Support¶ ¶ | +| | | | | Tablets ¶ Be | +| | | | | connected when | +| | | | | on the | +| | | | | move.Customized | +| | | | | on-device exper | +| | | | | ience.Access to | +| | | | | important | +| | | | | tools.¶ ¶ ¶ | +| | | | | ¶ Promote | +| | | | | the Product¶ ¶ | +| | | | | ¶ Review the | +| | | | | CPNI indicator | +| | | | | to determine if | +| | | | | CPNI consent is | +| | | | | required. Refer | +| | | | | to the CPNI | +| | | | | Product List in | +| | | | | Customer | +| | | | | Proprietary | +| | | | | Network | +| | | | | Information | +| | | | | (CPNI) - BCSS.¶ | +| | | | | ¶ BMSC/BMSS: | +| | | | | Read the CPNI | +| | | | | statement on | +| | | | | every call that | +| | | | | does not have | +| | | | | permanent | +| | | | | consent on the | +| | | | | account. This | +| | | | | applies whether | +| | | | | or not you are | +| | | | | offering a | +| | | | | product. Record | +| | | | | the customer's | +| | | | | response to the | +| | | | | CPNI | +| | | | | statement.When | +| | | | | speaking to an | +| | | | | AOP/DD/DM/TCM, | +| | | | | attempt to gain | +| | | | | Permanent CPNI | +| | | | | Consent. | +| | | | | Explain that | +| | | | | permanent | +| | | | | consent allows | +| | | | | AT&T to store | +| | | | | the customer's | +| | | | | preferences, so | +| | | | | that they will | +| | | | | not be reviewed | +| | | | | on each call | +| | | | | going forward.¶ | +| | | | | ¶ Update the | +| | | | | CPNI indicator | +| | | | | with the | +| | | | | customer's | +| | | | | response.¶ ¶ | +| | | | | Clarify: Set | +| | | | | CPNI Preference | +| | | | | sOPUS: Change | +| | | | | CPNI ConsentTel | +| | | | | egence: Setting | +| | | | | CPNI | +| | | | | Preference¶ ¶ | +| | | | | Promote the | +| | | | | product. Follow | +| | | | | the 5-step | +| | | | | process to | +| | | | | successfully | +| | | | | promote the | +| | | | | AT&T product.¶ | +| | | | | ¶ 1¶ ¶ | +| | | | | Discover¶ ¶ ¶ | +| | | | | ¶ Listen for | +| | | | | cues that | +| | | | | indicate the | +| | | | | customer's need | +| | | | | and lead to | +| | | | | discovery | +| | | | | questions.Use | +| | | | | tools like | +| | | | | Snapshot to | +| | | | | determine | +| | | | | number of | +| | | | | lines, types of | +| | | | | devices, and | +| | | | | services on the | +| | | | | account.Review | +| | | | | upgrade | +| | | | | eligibility and | +| | | | | proactively | +| | | | | offer upgrades | +| | | | | to eligible | +| | | | | customers.¶ | +| | | | | Proactive | +| | | | | approach helps | +| | | | | ensure | +| | | | | customers have | +| | | | | the latest | +| | | | | products, | +| | | | | reducing | +| | | | | potential | +| | | | | device issues, | +| | | | | and increases | +| | | | | customer | +| | | | | loyalty.¶ | +| | | | | Asking the | +| | | | | right questions | +| | | | | helps to | +| | | | | understand the | +| | | | | customer's | +| | | | | current | +| | | | | situation, | +| | | | | wants, needs, | +| | | | | and details for | +| | | | | your | +| | | | | recommendation. | +| | | | | Questions | +| | | | | provide | +| | | | | information to | +| | | | | personalize the | +| | | | | benefits when | +| | | | | making a | +| | | | | recommendation | +| | | | | and when | +| | | | | responding to o | +| | | | | bjections/conce | +| | | | | rns.¶ Direct: | +| | | | | Assists in | +| | | | | identifying the | +| | | | | right product | +| | | | | to drive a | +| | | | | recommendation. | +| | | | | Example: Do you | +| | | | | currently use | +| | | | | your phone | +| | | | | primarily for | +| | | | | phone calls or | +| | | | | email? Or | +| | | | | both?Open- | +| | | | | Ended: | +| | | | | Identifies the | +| | | | | personalized | +| | | | | benefit to use | +| | | | | in the | +| | | | | recommendation. | +| | | | | Example: What | +| | | | | do you use most | +| | | | | on your smartph | +| | | | | one?Closed: | +| | | | | Help obtain | +| | | | | specific | +| | | | | details to wrap | +| | | | | up the | +| | | | | variation of | +| | | | | the product/pac | +| | | | | kage/bundle. | +| | | | | Example: | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 29 | [] | Can the | Yes, | Content: . | +| | | trade-in | customers | Confirm this | +| | | requests be | can track | email address | +| | | tracked? | the status | to ensure they | +| | | | of their | receive the | +| | | | trade-in | quote. BAN | +| | | | requests | FANCustomer | +| | | | through the | Information - | +| | | | AT&T | Screenshot 10 | +| | | | Business | Prior to | +| | | | Trade-In | submitting, | +| | | | tool, which | cover their | +| | | | provides | next steps to | +| | | | device-level | properly | +| | | | status | prepare devices | +| | | | updates | for trade-in. | +| | | | throughout | If they're | +| | | | the | upgrading and | +| | | | transaction | receiving new | +| | | | (Source: | devices, as | +| | | | context). | well as trading | +| | | | | in devices, | +| | | | | they must use | +| | | | | the unique | +| | | | | shipping | +| | | | | materials and | +| | | | | labels from the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program to ship | +| | | | | their trade-in | +| | | | | devices back. | +| | | | | They should not | +| | | | | use the label | +| | | | | included with | +| | | | | their new | +| | | | | device. Using | +| | | | | the return | +| | | | | label that | +| | | | | arrives with | +| | | | | the new device | +| | | | | causes the | +| | | | | trade-in device | +| | | | | to return to | +| | | | | the wrong | +| | | | | warehouse and | +| | | | | prevents them | +| | | | | from receiving | +| | | | | credit.Suggeste | +| | | | | d Verbiage: | +| | | | | You'll receive | +| | | | | an email | +| | | | | shortly giving | +| | | | | you | +| | | | | instructions to | +| | | | | log into AT&T | +| | | | | Business Trade- | +| | | | | In to review | +| | | | | and accept the | +| | | | | quote I've | +| | | | | created for | +| | | | | you. Once you | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions, | +| | | | | you'll receive | +| | | | | customized | +| | | | | shipping | +| | | | | materials to | +| | | | | the address you | +| | | | | provide within | +| | | | | 5-7 business | +| | | | | days. Use only | +| | | | | these materials | +| | | | | to return | +| | | | | devices to | +| | | | | ensure accurate | +| | | | | tracking of | +| | | | | your trade-ins. | +| | | | | The shipping | +| | | | | materials | +| | | | | include | +| | | | | everything | +| | | | | you'll need to | +| | | | | send in your | +| | | | | devices | +| | | | | including | +| | | | | boxes, | +| | | | | cardboard | +| | | | | dividers, | +| | | | | sleeves to | +| | | | | protect the | +| | | | | phones, and | +| | | | | prepaid UPS | +| | | | | return labels. | +| | | | | You'll also | +| | | | | receive | +| | | | | valuable | +| | | | | information | +| | | | | about: How | +| | | | | to turn off | +| | | | | activation | +| | | | | locks prior to | +| | | | | shipping | +| | | | | devices How to | +| | | | | update the | +| | | | | quote 11 | +| | | | | Select Submit | +| | | | | to Customer and | +| | | | | a pop-up | +| | | | | displays. | +| | | | | Acknowledgement | +| | | | | - Screenshot | +| | | | | 12 Select Send | +| | | | | Quote to | +| | | | | proceed and | +| | | | | submit the | +| | | | | quote for their | +| | | | | review. Upon | +| | | | | submission, | +| | | | | they receive | +| | | | | the quote sent | +| | | | | to the email | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. The | +| | | | | email includes | +| | | | | the details of | +| | | | | their trade-in | +| | | | | quote, such as: | +| | | | | Instructions on | +| | | | | accessing the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | via links | +| | | | | within their | +| | | | | Premier account | +| | | | | Quote #/$ Value | +| | | | | /Expiration | +| | | | | Date 14 If | +| | | | | your customer | +| | | | | calls with | +| | | | | questions about | +| | | | | their quote, | +| | | | | status of their | +| | | | | shipping | +| | | | | materials, | +| | | | | receipt of | +| | | | | their devices, | +| | | | | or trade-in | +| | | | | credit, warm | +| | | | | transfer them | +| | | | | to the AT&T | +| | | | | Business Trade- | +| | | | | In Support Team | +| | | | | available at | +| | | | | 866.993.5800 | +| | | | | (Monday-Friday, | +| | | | | 9 a.m. - 5 p.m. | +| | | | | CT) or via | +| | | | | email at suppor | +| | | | | t@attbusinesstr | +| | | | | adein.com. | +| | | | | Accept/Edit the | +| | | | | Quote | +| | | | | Instructions to | +| | | | | access the | +| | | | | quote are | +| | | | | emailed to | +| | | | | customers using | +| | | | | the email | +| | | | | address they | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. To | +| | | | | accept or edit | +| | | | | the trade-in | +| | | | | quote, they | +| | | | | access the link | +| | | | | to their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool through | +| | | | | their Premier | +| | | | | account. | +| | | | | Within Premier, | +| | | | | they can access | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In link | +| | | | | (labeled Trade- | +| | | | | In Program) 2 | +| | | | | ways: | +| | | | | Premier Online | +| | | | | Care: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Premier Online | +| | | | | Sales: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Heads Up: | +| | | | | Customers that | +| | | | | have been | +| | | | | migrated to | +| | | | | myatt.com will | +| | | | | need to access | +| | | | | the link to | +| | | | | their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | included in the | +| | | | | email or use ww | +| | | | | w.attbusinesstr | +| | | | | adein.com. | +| | | | | After selecting | +| | | | | Trade-In | +| | | | | Program, from | +| | | | | the homepage | +| | | | | they select | +| | | | | Manage Quotes. | +| | | | | Manage Quotes - | +| | | | | Screenshot Now | +| | | | | they can select | +| | | | | the quote you | +| | | | | created for | +| | | | | them by | +| | | | | clicking the | +| | | | | quote number. | +| | | | | Quotes - | +| | | | | Screenshot | +| | | | | Click the Add | +| | | | | Contact | +| | | | | Information | +| | | | | button. Once | +| | | | | selected: | +| | | | | They can edit | +| | | | | the make, | +| | | | | model, and | +| | | | | quantity of | +| | | | | devices prior | +| | | | | to accepting | +| | | | | it. Effective | +| | | | | April 7, 20019, | +| | | | | AT&T Business | +| | | | | Trade-In will | +| | | | | provide 2 | +| | | | | options for | +| | | | | customers to | +| | | | | receive prepaid | +| | | | | shipping labels | +| | | | | for their | +| | | | | locations to | +| | | | | return devices. | +| | | | | Customers | +| | | | | select one of | +| | | | | the options | +| | | | | when accepting | +| | | | | their trade-in | +| | | | | quote. | +| | | | | Option 1: Link | +| | | | | provided for | +| | | | | location(s) to | +| | | | | print prepaid | +| | | | | labels and use | +| | | | | their own | +| | | | | shipping | +| | | | | materials (link | +| | | | | available | +| | | | | immediately). | +| | | | | Option 2: AT&T | +| | | | | Business Trade- | +| | | | | In sends | +| | | | | prepaid labels | +| | | | | and free | +| | | | | shipping | +| | | | | materials to | +| | | | | locations | +| | | | | (materials | +| | | | | arrive in 5 – 7 | +| | | | | days). The | +| | | | | customer | +| | | | | accepts the | +| | | | | T&Cs and | +| | | | | receive an | +| | | | | email | +| | | | | confirmation | +| | | | | with: | +| | | | | Information | +| | | | | about shipping | +| | | | | materials - | +| | | | | Including link | +| | | | | to print labels | +| | | | | if they | +| | | | | selected that | +| | | | | option. Steps | +| | | | | to ensure | +| | | | | smooth | +| | | | | processing. | +| | | | | Explanation of | +| | | | | the processing | +| | | | | and credit | +| | | | | process. AT&T | +| | | | | Business Trade- | +| | | | | In Processing | +| | | | | Center Receives | +| | | | | Devices The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Processing | +| | | | | Center confirms | +| | | | | actual trade-in | +| | | | | value based on | +| | | | | device | +| | | | | conditions. | +| | | | | Does the device | +| | | | | power on and | +| | | | | off? Has the | +| | | | | Activation Lock | +| | | | | been disabled | +| | | | | (Find my | +| | | | | iPhone-FMiP)? | +| | | | | Is the device | +| | | | | functioning | +| | | | | correctly and | +| | | | | intact, free of | +| | | | | any chips, | +| | | | | cracks, | +| | | | | bruised/dead | +| | | | | pixels, or | +| | | | | burn-in? | +| | | | | Source: | +| | | | | Content: -mail | +| | | | | which contains | +| | | | | link to prepaid | +| | | | | shipping label. | +| | | | | ¶ Users also | +| | | | | have the | +| | | | | ability to | +| | | | | educate | +| | | | | customers of | +| | | | | the potential | +| | | | | trade-in value | +| | | | | of their device | +| | | | | by entering the | +| | | | | make and model | +| | | | | of their | +| | | | | current | +| | | | | device.¶ This | +| | | | | step is not | +| | | | | required to | +| | | | | proceed but | +| | | | | will help to | +| | | | | level set | +| | | | | promotional | +| | | | | eligibility.¶ | +| | | | | The trade-in | +| | | | | promo opt-in is | +| | | | | at the order | +| | | | | level.¶ ¶ The | +| | | | | line level | +| | | | | promo is | +| | | | | displayed on | +| | | | | the ‘Review | +| | | | | Order’ page. | +| | | | | Customer can | +| | | | | have different | +| | | | | trade-in | +| | | | | promotions in | +| | | | | the same order | +| | | | | based on each | +| | | | | line’s | +| | | | | qualifying | +| | | | | purchases. | +| | | | | Seller must | +| | | | | enter the | +| | | | | customer email | +| | | | | address | +| | | | | Customers will | +| | | | | be sent an | +| | | | | email regarding | +| | | | | the promotion | +| | | | | once the | +| | | | | eligible device | +| | | | | ships.¶ Again, | +| | | | | If the customer | +| | | | | is NOT opt’ d | +| | | | | into the | +| | | | | promotion they | +| | | | | will NOT | +| | | | | receive the | +| | | | | Trade-In | +| | | | | promotion | +| | | | | e-mail which | +| | | | | contains link | +| | | | | to prepaid | +| | | | | shipping label. | +| | | | | ¶ Do NOT use | +| | | | | the Trade-In | +| | | | | tool for any | +| | | | | customer taking | +| | | | | advantage of | +| | | | | promotional | +| | | | | Trade-In Offer. | +| | | | | Once the device | +| | | | | ships the | +| | | | | customer will | +| | | | | receive the | +| | | | | following email | +| | | | | that will | +| | | | | provide the | +| | | | | customer a link | +| | | | | to print their | +| | | | | own prepaid | +| | | | | self-service | +| | | | | shipping label. | +| | | | | Example can be | +| | | | | found below.¶ | +| | | | | ¶ This email | +| | | | | can take | +| | | | | approx. 3 | +| | | | | business days | +| | | | | from the time | +| | | | | that the device | +| | | | | ships. The | +| | | | | email also | +| | | | | allows the | +| | | | | customer to | +| | | | | review the T&Cs | +| | | | | of the trade-in | +| | | | | promo by | +| | | | | clicking ‘offer | +| | | | | details’. | +| | | | | Customers can | +| | | | | also contact | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | in customer | +| | | | | service to | +| | | | | request | +| | | | | physical | +| | | | | shipping | +| | | | | material. Once | +| | | | | the devices are | +| | | | | returned, they | +| | | | | are processed | +| | | | | to determine | +| | | | | promotion | +| | | | | eligibility.¶ | +| | | | | If the | +| | | | | processed | +| | | | | device does NOT | +| | | | | meet the | +| | | | | minimum Trade- | +| | | | | In device | +| | | | | value, the | +| | | | | customer will | +| | | | | not receive | +| | | | | promotional | +| | | | | installment | +| | | | | credits. ¶ If | +| | | | | all eligibility | +| | | | | criteria is met | +| | | | | the customer | +| | | | | can expect | +| | | | | their | +| | | | | installment | +| | | | | credits to be | +| | | | | applied and | +| | | | | appear within 3 | +| | | | | billing cycles. | +| | | | | ¶ ¶ Note: | +| | | | | Customer should | +| | | | | not at any time | +| | | | | use the BRE | +| | | | | label included | +| | | | | in the new | +| | | | | device box to | +| | | | | ship their | +| | | | | Trade-In | +| | | | | devices back. ¶ | +| | | | | ¶ If the BRE | +| | | | | label is | +| | | | | utilized the | +| | | | | customer will | +| | | | | NOT receive the | +| | | | | promotional | +| | | | | installment | +| | | | | credits.¶ What | +| | | | | the Customer | +| | | | | Can Expect¶ ¶ | +| | | | | Process begins | +| | | | | when the | +| | | | | Customer’s | +| | | | | order ships. | +| | | | | Not when it is | +| | | | | ordered. If a | +| | | | | customer has no | +| | | | | other | +| | | | | promotions | +| | | | | beyond the | +| | | | | Trade-in, they | +| | | | | will receive a | +| | | | | welcome email | +| | | | | from donotreply | +| | | | | @ATT.TradeIn- | +| | | | | Program.com in | +| | | | | 1-2 days.¶ | +| | | | | This email is | +| | | | | generated by an | +| | | | | automated | +| | | | | process and | +| | | | | includes a link | +| | | | | that allows the | +| | | | | customer to | +| | | | | print their own | +| | | | | return label ¶ | +| | | | | However¶ ¶ If | +| | | | | the customer | +| | | | | has multiple | +| | | | | promotions | +| | | | | stacked on the | +| | | | | order a manual | +| | | | | process is used | +| | | | | to generate the | +| | | | | welcome email | +| | | | | from, donotrepl | +| | | | | y@ATT.TradeIn- | +| | | | | Program.com and | +| | | | | it can take | +| | | | | 7-10 days for | +| | | | | the welcome | +| | | | | email to | +| | | | | arrive.¶ ¶ | +| | | | | Due to lack of | +| | | | | automation the | +| | | | | customer will | +| | | | | also be getting | +| | | | | a return label | +| | | | | shipped to them | +| | | | | - the process | +| | | | | can take an | +| | | | | additional 7-10 | +| | | | | days depending | +| | | | | on the speed of | +| | | | | the postal | +| | | | | service¶ | +| | | | | Customers need | +| | | | | to save the | +| | | | | tracking | +| | | | | numbers on | +| | | | | their return | +| | | | | labels, AT&T | +| | | | | has no way to | +| | | | | retrieve them | +| | | | | for the | +| | | | | customer.¶ ¶ | +| | | | | Once customer | +| | | | | have their | +| | | | | shipping | +| | | | | material | +| | | | | (either printed | +| | | | | out or sent to | +| | | | | them by mail) | +| | | | | they may return | +| | | | | their devices – | +| | | | | The customer | +| | | | | controls the | +| | | | | timeline on | +| | | | | this. Trade-in | +| | | | | travels to | +| | | | | AT&T’s trade-in | +| | | | | warehouse - Up | +| | | | | to a week | +| | | | | depending on | +| | | | | the postal | +| | | | | service When | +| | | | | the Package | +| | | | | arrives at the | +| | | | | AT&T Trade in | +| | | | | Center it is | +| | | | | scanned in.¶ | +| | | | | That scan | +| | | | | generates a | +| | | | | second email to | +| | | | | the customer | +| | | | | letting the | +| | | | | customer know | +| | | | | the device has | +| | | | | arrived at AT&T | +| | | | | and is being | +| | | | | assessed ¶ | +| | | | | Assessment | +| | | | | takes 7-10 | +| | | | | days. Once a | +| | | | | week a report | +| | | | | is sent to AT&T | +| | | | | for processing | +| | | | | – Every 7 days | +| | | | | AT&T Manually | +| | | | | formats the | +| | | | | report and | +| | | | | scrubs for | +| | | | | errors. – 7 | +| | | | | Days AT&T runs | +| | | | | scripting that | +| | | | | confirms or | +| | | | | denies | +| | | | | eligibility – 1 | +| | | | | day Credits | +| | | | | begin in 1 -2 | +| | | | | Bill cycles. | +| | | | | Most Accounts | +| | | | | will see | +| | | | | credits begin | +| | | | | within 3 | +| | | | | billing cycles | +| | | | | Wrong Label | +| | | | | (BRE) Used to | +| | | | | Return Trade-In | +| | | | | Device Check in | +| | | | | AIR/Order Track | +| | | | | to confirm if | +| | | | | device was | +| | | | | received to the | +| | | | | warehouse.¶ ¶ | +| | | | | In AIR, enter | +| | | | | the RMA number | +| | | | | listed as an | +| | | | | invoice | +| | | | | number.¶ ¶ | +| | | | | You can look up | +| | | | | the RMA number | +| | | | | that generated | +| | | | | during the | +| | | | | original order | +| | | | | in Order | +| | | | | Track.If the | +| | | | | RMA number | +| | | | | displays a | +| | | | | device in AIR, | +| | | | | the customer | +| | | | | has used the | +| | | | | BRE label | +| | | | | instead of the | +| | | | | return label.¶ | +| | | | | If device was | +| | | | | received by the | +| | | | | incorrect | +| | | | | warehouse, | +| | | | | create an | +| | | | | Clarify Urgent | +| | | | | Case to engage | +| | | | | the ICU team. | +| | | | | Include:¶ | +| | | | | CTN(s) needing | +| | | | | creditsName of | +| | | | | the | +| | | | | promotionM&P | +| | | | | IDCredit amount | +| | | | | anticipatedOrde | +| | | | | r numberAny | +| | | | | other relevant | +| | | | | information¶ | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Know | What | +| | | | | the Customer | +| | | | | Needs to Know | | +| | | | | FAQ This | +| | | | | article | +| | | | | provides detail | +| | | | | on using the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program and | +| | | | | tool to provide | +| | | | | value back to | +| | | | | CRU Business | +| | | | | customers for | +| | | | | their Mobile | +| | | | | devices.Looking | +| | | | | for Trade-In | +| | | | | promo support? | +| | | | | See Premium | +| | | | | Device Trade-In | +| | | | | Offer - BCSS | +| | | | | and Tiered Gets | +| | | | | Better with | +| | | | | Trade-In - | +| | | | | BCSS. The AT&T | +| | | | | Business Trade- | +| | | | | In program | +| | | | | enables CRU | +| | | | | Business | +| | | | | customers in | +| | | | | all segments to | +| | | | | earn credits on | +| | | | | their AT&T | +| | | | | wireless BAN | +| | | | | for mobile | +| | | | | devices | +| | | | | returned to | +| | | | | AT&T. When | +| | | | | customers are | +| | | | | upgrading | +| | | | | lines, porting | +| | | | | in lines, or | +| | | | | have devices | +| | | | | they're no | +| | | | | longer using, | +| | | | | use the tool to | +| | | | | configure a | +| | | | | quote for | +| | | | | device trade- | +| | | | | ins to help | +| | | | | them offset the | +| | | | | costs of any | +| | | | | new AT&T | +| | | | | equipment or | +| | | | | service | +| | | | | purchases. No | +| | | | | purchase is | +| | | | | necessary to | +| | | | | take advantage | +| | | | | of the tool. | +| | | | | Win more | +| | | | | business faster | +| | | | | by offering | +| | | | | trade-ins to | +| | | | | your customers: | +| | | | | The value from | +| | | | | the devices can | +| | | | | be used to | +| | | | | invest in new | +| | | | | solutions, | +| | | | | including | +| | | | | devices, Mobile | +| | | | | Protection Pack | +| | | | | for Business, | +| | | | | AMAs, security, | +| | | | | and so on. | +| | | | | Heads Up: The | +| | | | | customer must | +| | | | | be the sole and | +| | | | | rightful owner | +| | | | | of the device | +| | | | | they're trading | +| | | | | in. If they're | +| | | | | trading a | +| | | | | device on AT&T | +| | | | | Next, Equipment | +| | | | | Installment | +| | | | | Plan (EIP), or | +| | | | | a device that | +| | | | | was under a | +| | | | | 2-year | +| | | | | contract, the | +| | | | | balance must be | +| | | | | paid in full | +| | | | | before it can | +| | | | | be traded for | +| | | | | value on their | +| | | | | account. AT&T | +| | | | | Business Trade- | +| | | | | In Tool | +| | | | | Instructions | +| | | | | To learn how to | +| | | | | configure a | +| | | | | quote for your | +| | | | | customer, watch | +| | | | | the Trade-In | +| | | | | Tool Video | +| | | | | Demo. Once you | +| | | | | configure and | +| | | | | submit the | +| | | | | quote, the | +| | | | | customer | +| | | | | receives an | +| | | | | email detailing | +| | | | | how to access | +| | | | | the quote to | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions | +| | | | | (T&C), request | +| | | | | prepaid | +| | | | | materials and | +| | | | | labels to | +| | | | | return devices, | +| | | | | and to manage | +| | | | | their quotes | +| | | | | and reports. | +| | | | | When in context | +| | | | | in OPUS working | +| | | | | with a | +| | | | | customer, you | +| | | | | can access the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | through links | +| | | | | we've added to | +| | | | | OPUS and | +| | | | | Clarify. | +| | | | | Additionally, | +| | | | | when you click | +| | | | | the link, it | +| | | | | automatically | +| | | | | logs into the | +| | | | | tool; no need | +| | | | | to manage | +| | | | | separate login | +| | | | | credentials. | +| | | | | From OPUS, you | +| | | | | have 3 ways to | +| | | | | access the | +| | | | | trade-in tool: | +| | | | | OPUS Quick | +| | | | | Links Menu: | +| | | | | OPUS Quick | +| | | | | Links - | +| | | | | Screenshot | +| | | | | Accessibility | +| | | | | to this view | +| | | | | depends upon | +| | | | | user profile. | +| | | | | Not available | +| | | | | in all channels | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In Tool link | +| | | | | does not show | +| | | | | in OPUS Quick | +| | | | | Links until a | +| | | | | customer | +| | | | | account is | +| | | | | pulled up and | +| | | | | verified in | +| | | | | OPUS. | +| | | | | Customer | +| | | | | Summary Page: | +| | | | | If Then | +| | | | | Business Care | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Business Sales | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Order | +| | | | | Confirmation | +| | | | | Page: Order | +| | | | | Confirmation | +| | | | | Page - | +| | | | | Screenshot | +| | | | | From Clarify, | +| | | | | you have 2 ways | +| | | | | to access the | +| | | | | trade-in tool: | +| | | | | Quick Actions: | +| | | | | Quick Actions - | +| | | | | Screenshot | +| | | | | Needs - Tools & | +| | | | | Assistance: | +| | | | | Needs - Tools & | +| | | | | Assistance - | +| | | | | Screenshot | +| | | | | Select Create a | +| | | | | Quote. FAN and | +| | | | | BAN: The tool | +| | | | | uses the FAN | +| | | | | attached to the | +| | | | | account you | +| | | | | accessed in | +| | | | | OPUS and | +| | | | | displays all | +| | | | | the BANs | +| | | | | associated with | +| | | | | it. FAN and | +| | | | | BANs - | +| | | | | Screenshot | +| | | | | Select the BAN | +| | | | | the customer | +| | | | | would like the | +| | | | | trade-in credit | +| | | | | applied to. | +| | | | | Search for the | +| | | | | device type | +| | | | | they're seeking | +| | | | | to trade in. | +| | | | | Tool Tip: | +| | | | | Searching for a | +| | | | | specific device | +| | | | | returns fewer | +| | | | | options. For | +| | | | | example, | +| | | | | searching | +| | | | | iPhone would | +| | | | | return every | +| | | | | style of | +| | | | | iPhone; | +| | | | | searching | +| | | | | iPhone 6 | +| | | | | narrows the | +| | | | | results to the | +| | | | | available | +| | | | | iPhone 6 | +| | | | | models. Search | +| | | | | - Screenshot | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | displays search | +| | | | | results. The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program accepts | +| | | | | devices | +| | | | | previously on | +| | | | | other carrier | +| | | | | networks. | +| | | | | Multiple | +| | | | | carriers | +| | | | | display; select | +| | | | | the correct | +| | | | | carrier and | +| | | | | device | +| | | | | capacity. In | +| | | | | the Quantity | +| | | | | field, enter | +| | | | | the number of | +| | | | | devices and | +| | | | | click Add | +| | | | | Device. The | +| | | | | quantity of 1 | +| | | | | is the default. | +| | | | | The device you | +| | | | | selected | +| | | | | appears in the | +| | | | | Selected | +| | | | | devices cart. | +| | | | | Selected | +| | | | | Devices - | +| | | | | Screenshot | +| | | | | When all | +| | | | | devices are | +| | | | | added, select | +| | | | | Review Quote. | +| | | | | Review Quote - | +| | | | | Screenshot A | +| | | | | summary page | +| | | | | displays. | +| | | | | Review for | +| | | | | accuracy. Make | +| | | | | adjustments to | +| | | | | the trade-in | +| | | | | quote, such as | +| | | | | devices or | +| | | | | quantities on | +| | | | | this page. | +| | | | | Quote Summary - | +| | | | | Screenshot If | +| | | | | all information | +| | | | | is correct: | +| | | | | In the | +| | | | | appropriate | +| | | | | field (if not | +| | | | | already), enter | +| | | | | their company | +| | | | | name. Select | +| | | | | Generate. | +| | | | | Generate - | +| | | | | ScreenshotA | +| | | | | quote summary | +| | | | | and number | +| | | | | generate. Quote | +| | | | | Summary - | +| | | | | Screenshot | +| | | | | Click Add | +| | | | | Customer | +| | | | | Information. | +| | | | | Review the | +| | | | | auto-populated | +| | | | | Primary contact | +| | | | | information | +| | | | | fields with | +| | | | | your customer | +| | | | | and enter any | +| | | | | missing | +| | | | | information: | +| | | | | Customer Email | +| | | | | Address Source: | +| | | | | Content: | +| | | | | Provide the | +| | | | | customer the | +| | | | | case | +| | | | | information and | +| | | | | set expectation | +| | | | | of 3 business | +| | | | | days for ICU | +| | | | | team to | +| | | | | investigate. | +| | | | | If credit is | +| | | | | approved, | +| | | | | credits take up | +| | | | | to 3 billing | +| | | | | cycles. Note | +| | | | | the customer’s | +| | | | | account. For | +| | | | | access issues, | +| | | | | managers should | +| | | | | input a request | +| | | | | through | +| | | | | MyTickets as | +| | | | | representative | +| | | | | requests are | +| | | | | automatically | +| | | | | rejected. For | +| | | | | password | +| | | | | resets, use the | +| | | | | Global Login | +| | | | | Access Portal. | +| | | | | Customer Has | +| | | | | Not Received | +| | | | | Shipping | +| | | | | Materials or | +| | | | | Trade-In Email | +| | | | | Customers can: | +| | | | | ¶ ¶ Send an | +| | | | | email to the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Support mailbox | +| | | | | at support@attb | +| | | | | usinesstradein. | +| | | | | com. ¶ ¶ | +| | | | | Email should | +| | | | | include all | +| | | | | necessary | +| | | | | information | +| | | | | with Customer | +| | | | | Name / Email | +| | | | | Not Received or | +| | | | | Customer Name / | +| | | | | Shipping Kit | +| | | | | Not Received in | +| | | | | the subject | +| | | | | line.Emails are | +| | | | | responded to | +| | | | | within 48 | +| | | | | hours.¶ | +| | | | | Contact the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Support: | +| | | | | 866.993.5800, | +| | | | | M-F 9 am –5 pm | +| | | | | CT to request | +| | | | | materials be | +| | | | | sent. | +| | | | | Representatives | +| | | | | can:¶ ¶ | +| | | | | Contact the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Support: | +| | | | | 866-993-5800, | +| | | | | M-F 9 am –5 pm | +| | | | | CT to request | +| | | | | materials be | +| | | | | sent. Customer | +| | | | | Shipped Devices | +| | | | | But Has Not | +| | | | | Received | +| | | | | Installment | +| | | | | Credits - After | +| | | | | 3 or more | +| | | | | billing cycles | +| | | | | Create an | +| | | | | Clarify Urgent | +| | | | | Case to engage | +| | | | | the ICU team. | +| | | | | Include the | +| | | | | following | +| | | | | information¶ ¶ | +| | | | | CTN(s) needing | +| | | | | credits Name | +| | | | | of the | +| | | | | promotion M&P | +| | | | | ID Credit | +| | | | | amount | +| | | | | anticipated | +| | | | | Order number | +| | | | | Any other | +| | | | | relevant | +| | | | | information | +| | | | | Managers: In | +| | | | | most cases the | +| | | | | Urgent case | +| | | | | routing is | +| | | | | automatic | +| | | | | however, if | +| | | | | Clarify asks | +| | | | | for which Queue | +| | | | | to route to, | +| | | | | Select BRD- ICU | +| | | | | Non-Tech. | +| | | | | Customer | +| | | | | Requests Status | +| | | | | Update After | +| | | | | Returning | +| | | | | Device¶ ¶ | +| | | | | Confirm when | +| | | | | the customer | +| | | | | shipped the | +| | | | | device back if | +| | | | | it was done | +| | | | | recently (in | +| | | | | the last week) | +| | | | | ask if the | +| | | | | customer saved | +| | | | | their tracking | +| | | | | number.¶ ¶ | +| | | | | Customers can | +| | | | | use https://www | +| | | | | .usps.com/manag | +| | | | | e/ To track | +| | | | | their | +| | | | | package.Due to | +| | | | | privacy | +| | | | | concerns | +| | | | | representatives | +| | | | | do not have | +| | | | | access to the | +| | | | | Customer’s | +| | | | | tracking number | +| | | | | ¶ If the | +| | | | | customer | +| | | | | returned the | +| | | | | device more | +| | | | | than a week | +| | | | | ago, confirm if | +| | | | | the customer | +| | | | | has gotten a | +| | | | | follow up email | +| | | | | confirming | +| | | | | receipt? If no | +| | | | | email | +| | | | | confirmation | +| | | | | has been | +| | | | | received, | +| | | | | confirm if the | +| | | | | customer Used | +| | | | | the Return | +| | | | | Label they | +| | | | | printed or | +| | | | | received | +| | | | | separately from | +| | | | | their order, or | +| | | | | if they used | +| | | | | the label in | +| | | | | the box with | +| | | | | their new | +| | | | | device. If the | +| | | | | customer is | +| | | | | uncertain:¶ | +| | | | | Check in | +| | | | | AIR/Order Track | +| | | | | to confirm if | +| | | | | device was | +| | | | | received to the | +| | | | | warehouse.In | +| | | | | AIR, enter the | +| | | | | RMA number | +| | | | | listed as an | +| | | | | invoice | +| | | | | number.You can | +| | | | | look up the RMA | +| | | | | number that | +| | | | | generated | +| | | | | during the | +| | | | | original order | +| | | | | in Order | +| | | | | Track.If Air | +| | | | | shows a return | +| | | | | follow the BRE | +| | | | | process above ¶ | +| | | | | If the devices | +| | | | | have been | +| | | | | received and | +| | | | | 1-2 Billing | +| | | | | cycles have | +| | | | | passed since | +| | | | | that time, | +| | | | | follow the | +| | | | | steps above in | +| | | | | the “Customer | +| | | | | Shipped Devices | +| | | | | But Has Not | +| | | | | Received | +| | | | | Installment | +| | | | | Credits” | +| | | | | section. | +| | | | | Customer | +| | | | | Disagrees with | +| | | | | the Value¶ ¶ | +| | | | | There is no | +| | | | | appeal process | +| | | | | for trade in | +| | | | | valuation. | +| | | | | Customer is not | +| | | | | eligible for | +| | | | | the promotion. | +| | | | | If the customer | +| | | | | is insistent or | +| | | | | refusing to | +| | | | | accept the | +| | | | | valuation | +| | | | | engage your | +| | | | | manger for | +| | | | | assistance. | +| | | | | Source: | +| | | | | Content: Is the | +| | | | | battery | +| | | | | missing? Is | +| | | | | watch unpaired? | +| | | | | Devices can't | +| | | | | be returned to | +| | | | | a customer. | +| | | | | Any customer | +| | | | | data left on | +| | | | | the device is | +| | | | | removed through | +| | | | | a stringent | +| | | | | multi-step | +| | | | | process. | +| | | | | They're | +| | | | | credited at the | +| | | | | BAN-level. | +| | | | | Devices | +| | | | | credited after | +| | | | | arrival and | +| | | | | processing at | +| | | | | Processing | +| | | | | Center. AT&T | +| | | | | wireless BAN | +| | | | | credits aren't | +| | | | | delayed while | +| | | | | awaiting full | +| | | | | order receipt. | +| | | | | Multiple AT&T | +| | | | | wireless BAN | +| | | | | credits on a | +| | | | | unique Quote ID | +| | | | | are possible. | +| | | | | They receive | +| | | | | messages | +| | | | | throughout the | +| | | | | transaction | +| | | | | explaining the | +| | | | | possibility of | +| | | | | multiple | +| | | | | credits per | +| | | | | Quote ID, and | +| | | | | also have | +| | | | | access to | +| | | | | device-level | +| | | | | status at all | +| | | | | times through | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In tool. | +| | | | | Credit appears | +| | | | | on their AT&T | +| | | | | wireless | +| | | | | account, | +| | | | | usually within | +| | | | | 2 billing | +| | | | | cycles. Source: | ++----+--------------+----------------+----------------+-------------------+ +| 30 | [] | Does AT&T | I don't | Content: If the | +| | | accept | know. | customer has | +| | | devices | | the appropriate | +| | | shipped from | | feature for | +| | | Internationa | | International | +| | | l locations? | | LD Dialing, are | +| | | | | no restrictions | +| | | | | in TORCH, and | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing see | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS and review | +| | | | | subtopics such | +| | | | | as Country | +| | | | | Codes and | +| | | | | Dialing Interna | +| | | | | tionally.  If | +| | | | | you have | +| | | | | exhausted all | +| | | | | troubleshooting | +| | | | | steps and the | +| | | | | customer is | +| | | | | still unable to | +| | | | | dial long | +| | | | | distance intern | +| | | | | ationally, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS If the | +| | | | | customer has | +| | | | | OfficeDirect | +| | | | | and cannot dial | +| | | | | long distance i | +| | | | | nternationally, | +| | | | | transfer the | +| | | | | caller to BM | +| | | | | IoT. Back to | +| | | | | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: Device | +| | | | | Troubleshooting | +| | | | | ¶ Before | +| | | | | attempting to | +| | | | | Exchange | +| | | | | Equipment, | +| | | | | determine why | +| | | | | the customer | +| | | | | would like to | +| | | | | return the | +| | | | | equipment. If | +| | | | | there is a | +| | | | | problem with | +| | | | | the equipment, | +| | | | | attempt to | +| | | | | resolve using | +| | | | | the | +| | | | | troubleshooting | +| | | | | pages below:¶ | +| | | | | Billing Issue | +| | | | | (BILog) and | +| | | | | Device Issue | +| | | | | (DI) Logs / | +| | | | | Software | +| | | | | UpdatesDevice | +| | | | | Troubleshooting | +| | | | | Policy - BCSS ¶ | +| | | | | ¶ Device | +| | | | | Eligibility | +| | | | | Use Order | +| | | | | Track, rather | +| | | | | than the | +| | | | | biller, to | +| | | | | determine the | +| | | | | number of days | +| | | | | since the | +| | | | | equipment was | +| | | | | shipped or | +| | | | | purchased in | +| | | | | store. ¶ This | +| | | | | is based on the | +| | | | | number of | +| | | | | calendar days. | +| | | | | DF Orders: Day | +| | | | | one is the | +| | | | | third day after | +| | | | | the device was | +| | | | | shipped. | +| | | | | Purchased at a | +| | | | | retail | +| | | | | location: Day | +| | | | | one is the day | +| | | | | after the | +| | | | | customer | +| | | | | purchased the | +| | | | | device. | +| | | | | Example: If the | +| | | | | customer | +| | | | | purchases the | +| | | | | device cash and | +| | | | | carry at 8:30 | +| | | | | p.m. on | +| | | | | September 24, | +| | | | | the next day is | +| | | | | considered day | +| | | | | one. The CRU | +| | | | | FAN customer | +| | | | | has until the | +| | | | | end of October | +| | | | | 24, while the | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customer would | +| | | | | have until the | +| | | | | end of October | +| | | | | 8 to return the | +| | | | | device in-store | +| | | | | or initiate a | +| | | | | return by | +| | | | | mail.See the | +| | | | | AT&T Mobility | +| | | | | Return Policy. | +| | | | | The eligibility | +| | | | | criteria below | +| | | | | may not reflect | +| | | | | the return | +| | | | | policies of | +| | | | | National | +| | | | | Retailers of | +| | | | | AT&T. ¶ ¶ | +| | | | | EligibleNot Eli | +| | | | | gibleEquipment | +| | | | | must be:¶ In | +| | | | | like-new | +| | | | | condition with | +| | | | | no physical or | +| | | | | liquid damage | +| | | | | (includes AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment from | +| | | | | wireless.att.co | +| | | | | m and direct- | +| | | | | fulfillment | +| | | | | orders)In the | +| | | | | original | +| | | | | packaging* | +| | | | | accompanied | +| | | | | with a receipt: | +| | | | | ¶ Original | +| | | | | packaging may | +| | | | | have the UPC | +| | | | | code cut from | +| | | | | the box for | +| | | | | rebate | +| | | | | purposes.If | +| | | | | only the | +| | | | | manufacturer's | +| | | | | box is absent, | +| | | | | all original | +| | | | | contents can be | +| | | | | returned in | +| | | | | another box.¶ | +| | | | | A device that | +| | | | | was an out-of- | +| | | | | box failure | +| | | | | (OBF)¶ One | +| | | | | equipment | +| | | | | exchange within | +| | | | | 30 days of | +| | | | | original order | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU. | +| | | | | Exceptions:¶ ¶ | +| | | | | Closeout | +| | | | | pricing device | +| | | | | that was out- | +| | | | | of-the box | +| | | | | failure or dead | +| | | | | on arrival | +| | | | | (DOA).Allow | +| | | | | customers with | +| | | | | a disability | +| | | | | multiple | +| | | | | exchanges to | +| | | | | ensure their | +| | | | | equipment | +| | | | | selection meets | +| | | | | their needs.If | +| | | | | the exchange | +| | | | | request is due | +| | | | | to a | +| | | | | manufacturer | +| | | | | defect within | +| | | | | the first 30 | +| | | | | days of | +| | | | | purchase for | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU, | +| | | | | multiple | +| | | | | exchanges are | +| | | | | allowed with | +| | | | | manager | +| | | | | approval and | +| | | | | notation on the | +| | | | | account.¶ ¶ | +| | | | | Equipment | +| | | | | that:¶ Has | +| | | | | physical or | +| | | | | liquid | +| | | | | damage.Is not | +| | | | | AT&T-branded.¶ | +| | | | | Gift and | +| | | | | Ringtone | +| | | | | cardsSIM | +| | | | | cardsIncomplete | +| | | | | device kits, | +| | | | | unless | +| | | | | delivered to | +| | | | | customer | +| | | | | incomplete | +| | | | | Equipment is | +| | | | | Lost or | +| | | | | StolenEquipment | +| | | | | received via | +| | | | | Mobile Insuranc | +| | | | | eEquipment sold | +| | | | | at the closeout | +| | | | | price* ¶ ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile | +| | | | | Insurance for | +| | | | | non-iPhone devi | +| | | | | ces.Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing¶ ¶ | +| | | | | *Closeout | +| | | | | Pricing Policy¶ | +| | | | | ¶ Equipment | +| | | | | sold at the | +| | | | | closeout price | +| | | | | is considered | +| | | | | final. | +| | | | | Customers | +| | | | | purchasing a | +| | | | | device sold at | +| | | | | closeout | +| | | | | pricing are not | +| | | | | eligible to | +| | | | | exchange for a | +| | | | | different | +| | | | | device except | +| | | | | dead on arrival | +| | | | | (DOA) or OBF. | +| | | | | Closeout | +| | | | | equipment can | +| | | | | be returned if | +| | | | | the service is | +| | | | | being | +| | | | | cancelled, for | +| | | | | new | +| | | | | activations, or | +| | | | | if an existing | +| | | | | customer wishes | +| | | | | to return to | +| | | | | their previous | +| | | | | or COAM | +| | | | | device.¶ | +| | | | | Exchange | +| | | | | Ineligible The | +| | | | | equipment is | +| | | | | outside the | +| | | | | return period | +| | | | | or Not Eligible | +| | | | | to return. | +| | | | | Provide these | +| | | | | options: ¶ | +| | | | | Check to see if | +| | | | | the device is | +| | | | | eligible for a | +| | | | | warranty | +| | | | | exchange. | +| | | | | Choose the | +| | | | | correct link | +| | | | | for your | +| | | | | group:¶ BCSS: | +| | | | | Device Warranty | +| | | | | Exchange | +| | | | | Process - | +| | | | | ATS/MTS RLM: | +| | | | | See the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | article for | +| | | | | your group. ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile Insu | +| | | | | rance.Purchase | +| | | | | a phone at no- | +| | | | | commitment | +| | | | | pricing.¶ | +| | | | | Exchange | +| | | | | Eligible For | +| | | | | Apple-related | +| | | | | issues from a | +| | | | | direct- | +| | | | | fulfillment | +| | | | | customer: ¶ | +| | | | | Ask the | +| | | | | customer if the | +| | | | | shrink wrap or | +| | | | | box is damaged. | +| | | | | ¶ If the | +| | | | | shrink wrap or | +| | | | | box is damaged, | +| | | | | the issue is | +| | | | | with shipping, | +| | | | | not the | +| | | | | manufacturer. | +| | | | | Advise the | +| | | | | customer to | +| | | | | contact the | +| | | | | shipping agent. | +| | | | | If the device | +| | | | | is dead-on- | +| | | | | arrival (DOA) | +| | | | | or otherwise | +| | | | | contains a | +| | | | | manufacturer's | +| | | | | defect, refer | +| | | | | the customer to | +| | | | | Apple Customer | +| | | | | Care. ¶ For | +| | | | | non-Apple | +| | | | | equipment | +| | | | | issues, proceed | +| | | | | with the | +| | | | | exchange | +| | | | | process. What | +| | | | | the Customer | +| | | | | Needs to Know: | +| | | | | ¶ ¶ Shipping | +| | | | | Expectations ¶ | +| | | | | ¶ | +| | | | | Standard/second | +| | | | | day ($9.95) | +| | | | | U.S. delivery P | +| | | | | riority/overnig | +| | | | | ht ($14.95) | +| | | | | U.S. delivery: | +| | | | | ¶ Orders | +| | | | | placed after 5 | +| | | | | p.m. ET ship | +| | | | | the following | +| | | | | day. If S&H | +| | | | | charge applies, | +| | | | | advise the | +| | | | | customer of the | +| | | | | fee.If you need | +| | | | | additional | +| | | | | details, review | +| | | | | Shipping Rules | +| | | | | and Guidelines | +| | | | | ¶ ¶ Device | +| | | | | Source: | +| | | | | Content: . | +| | | | | Confirm this | +| | | | | email address | +| | | | | to ensure they | +| | | | | receive the | +| | | | | quote. BAN | +| | | | | FANCustomer | +| | | | | Information - | +| | | | | Screenshot 10 | +| | | | | Prior to | +| | | | | submitting, | +| | | | | cover their | +| | | | | next steps to | +| | | | | properly | +| | | | | prepare devices | +| | | | | for trade-in. | +| | | | | If they're | +| | | | | upgrading and | +| | | | | receiving new | +| | | | | devices, as | +| | | | | well as trading | +| | | | | in devices, | +| | | | | they must use | +| | | | | the unique | +| | | | | shipping | +| | | | | materials and | +| | | | | labels from the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program to ship | +| | | | | their trade-in | +| | | | | devices back. | +| | | | | They should not | +| | | | | use the label | +| | | | | included with | +| | | | | their new | +| | | | | device. Using | +| | | | | the return | +| | | | | label that | +| | | | | arrives with | +| | | | | the new device | +| | | | | causes the | +| | | | | trade-in device | +| | | | | to return to | +| | | | | the wrong | +| | | | | warehouse and | +| | | | | prevents them | +| | | | | from receiving | +| | | | | credit.Suggeste | +| | | | | d Verbiage: | +| | | | | You'll receive | +| | | | | an email | +| | | | | shortly giving | +| | | | | you | +| | | | | instructions to | +| | | | | log into AT&T | +| | | | | Business Trade- | +| | | | | In to review | +| | | | | and accept the | +| | | | | quote I've | +| | | | | created for | +| | | | | you. Once you | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions, | +| | | | | you'll receive | +| | | | | customized | +| | | | | shipping | +| | | | | materials to | +| | | | | the address you | +| | | | | provide within | +| | | | | 5-7 business | +| | | | | days. Use only | +| | | | | these materials | +| | | | | to return | +| | | | | devices to | +| | | | | ensure accurate | +| | | | | tracking of | +| | | | | your trade-ins. | +| | | | | The shipping | +| | | | | materials | +| | | | | include | +| | | | | everything | +| | | | | you'll need to | +| | | | | send in your | +| | | | | devices | +| | | | | including | +| | | | | boxes, | +| | | | | cardboard | +| | | | | dividers, | +| | | | | sleeves to | +| | | | | protect the | +| | | | | phones, and | +| | | | | prepaid UPS | +| | | | | return labels. | +| | | | | You'll also | +| | | | | receive | +| | | | | valuable | +| | | | | information | +| | | | | about: How | +| | | | | to turn off | +| | | | | activation | +| | | | | locks prior to | +| | | | | shipping | +| | | | | devices How to | +| | | | | update the | +| | | | | quote 11 | +| | | | | Select Submit | +| | | | | to Customer and | +| | | | | a pop-up | +| | | | | displays. | +| | | | | Acknowledgement | +| | | | | - Screenshot | +| | | | | 12 Select Send | +| | | | | Quote to | +| | | | | proceed and | +| | | | | submit the | +| | | | | quote for their | +| | | | | review. Upon | +| | | | | submission, | +| | | | | they receive | +| | | | | the quote sent | +| | | | | to the email | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. The | +| | | | | email includes | +| | | | | the details of | +| | | | | their trade-in | +| | | | | quote, such as: | +| | | | | Instructions on | +| | | | | accessing the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | via links | +| | | | | within their | +| | | | | Premier account | +| | | | | Quote #/$ Value | +| | | | | /Expiration | +| | | | | Date 14 If | +| | | | | your customer | +| | | | | calls with | +| | | | | questions about | +| | | | | their quote, | +| | | | | status of their | +| | | | | shipping | +| | | | | materials, | +| | | | | receipt of | +| | | | | their devices, | +| | | | | or trade-in | +| | | | | credit, warm | +| | | | | transfer them | +| | | | | to the AT&T | +| | | | | Business Trade- | +| | | | | In Support Team | +| | | | | available at | +| | | | | 866.993.5800 | +| | | | | (Monday-Friday, | +| | | | | 9 a.m. - 5 p.m. | +| | | | | CT) or via | +| | | | | email at suppor | +| | | | | t@attbusinesstr | +| | | | | adein.com. | +| | | | | Accept/Edit the | +| | | | | Quote | +| | | | | Instructions to | +| | | | | access the | +| | | | | quote are | +| | | | | emailed to | +| | | | | customers using | +| | | | | the email | +| | | | | address they | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. To | +| | | | | accept or edit | +| | | | | the trade-in | +| | | | | quote, they | +| | | | | access the link | +| | | | | to their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool through | +| | | | | their Premier | +| | | | | account. | +| | | | | Within Premier, | +| | | | | they can access | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In link | +| | | | | (labeled Trade- | +| | | | | In Program) 2 | +| | | | | ways: | +| | | | | Premier Online | +| | | | | Care: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Premier Online | +| | | | | Sales: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Heads Up: | +| | | | | Customers that | +| | | | | have been | +| | | | | migrated to | +| | | | | myatt.com will | +| | | | | need to access | +| | | | | the link to | +| | | | | their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | included in the | +| | | | | email or use ww | +| | | | | w.attbusinesstr | +| | | | | adein.com. | +| | | | | After selecting | +| | | | | Trade-In | +| | | | | Program, from | +| | | | | the homepage | +| | | | | they select | +| | | | | Manage Quotes. | +| | | | | Manage Quotes - | +| | | | | Screenshot Now | +| | | | | they can select | +| | | | | the quote you | +| | | | | created for | +| | | | | them by | +| | | | | clicking the | +| | | | | quote number. | +| | | | | Quotes - | +| | | | | Screenshot | +| | | | | Click the Add | +| | | | | Contact | +| | | | | Information | +| | | | | button. Once | +| | | | | selected: | +| | | | | They can edit | +| | | | | the make, | +| | | | | model, and | +| | | | | quantity of | +| | | | | devices prior | +| | | | | to accepting | +| | | | | it. Effective | +| | | | | April 7, 20019, | +| | | | | AT&T Business | +| | | | | Trade-In will | +| | | | | provide 2 | +| | | | | options for | +| | | | | customers to | +| | | | | receive prepaid | +| | | | | shipping labels | +| | | | | for their | +| | | | | locations to | +| | | | | return devices. | +| | | | | Customers | +| | | | | select one of | +| | | | | the options | +| | | | | when accepting | +| | | | | their trade-in | +| | | | | quote. | +| | | | | Option 1: Link | +| | | | | provided for | +| | | | | location(s) to | +| | | | | print prepaid | +| | | | | labels and use | +| | | | | their own | +| | | | | shipping | +| | | | | materials (link | +| | | | | available | +| | | | | immediately). | +| | | | | Option 2: AT&T | +| | | | | Business Trade- | +| | | | | In sends | +| | | | | prepaid labels | +| | | | | and free | +| | | | | shipping | +| | | | | materials to | +| | | | | locations | +| | | | | (materials | +| | | | | arrive in 5 – 7 | +| | | | | days). The | +| | | | | customer | +| | | | | accepts the | +| | | | | T&Cs and | +| | | | | receive an | +| | | | | email | +| | | | | confirmation | +| | | | | with: | +| | | | | Information | +| | | | | about shipping | +| | | | | materials - | +| | | | | Including link | +| | | | | to print labels | +| | | | | if they | +| | | | | selected that | +| | | | | option. Steps | +| | | | | to ensure | +| | | | | smooth | +| | | | | processing. | +| | | | | Explanation of | +| | | | | the processing | +| | | | | and credit | +| | | | | process. AT&T | +| | | | | Business Trade- | +| | | | | In Processing | +| | | | | Center Receives | +| | | | | Devices The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Processing | +| | | | | Center confirms | +| | | | | actual trade-in | +| | | | | value based on | +| | | | | device | +| | | | | conditions. | +| | | | | Does the device | +| | | | | power on and | +| | | | | off? Has the | +| | | | | Activation Lock | +| | | | | been disabled | +| | | | | (Find my | +| | | | | iPhone-FMiP)? | +| | | | | Is the device | +| | | | | functioning | +| | | | | correctly and | +| | | | | intact, free of | +| | | | | any chips, | +| | | | | cracks, | +| | | | | bruised/dead | +| | | | | pixels, or | +| | | | | burn-in? | +| | | | | Source: | +| | | | | Content: . | +| | | | | Refer them to | +| | | | | their sales | +| | | | | account manager | +| | | | | for further | +| | | | | assistance. | +| | | | | BMC specialists | +| | | | | are required to | +| | | | | assist with | +| | | | | questions on | +| | | | | International | +| | | | | Device | +| | | | | Frequency, | +| | | | | Compatibility, | +| | | | | and Coverage. | +| | | | | Refer to the | +| | | | | Wireless Travel | +| | | | | Guide to find: | +| | | | | A list of | +| | | | | countries and | +| | | | | offers | +| | | | | Available | +| | | | | services and | +| | | | | technology | +| | | | | Information on | +| | | | | HD Voice | +| | | | | Information on | +| | | | | domestic rate | +| | | | | plan coverage | +| | | | | Back to Top | +| | | | | Additional | +| | | | | Resources Bill | +| | | | | Inquiry | +| | | | | International | +| | | | | Roaming Bill | +| | | | | Inquiry - BCSS | +| | | | | Customer | +| | | | | Notifications | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Data Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Text Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Voice Usage | +| | | | | Device How | +| | | | | to Use Your | +| | | | | Phone Outside | +| | | | | of the U.S. - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS Expired | +| | | | | International | +| | | | | Roaming Offers | +| | | | | CRU can still | +| | | | | add in business | +| | | | | channels only.  | +| | | | | For more see | +| | | | | World Traveler | +| | | | | Per Minute | +| | | | | Rate. Gulf | +| | | | | of Mexico | +| | | | | Roaming | +| | | | | International | +| | | | | Day Pass | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide AT&T | +| | | | | Coverage Viewer | +| | | | | Enter the | +| | | | | destination | +| | | | | address, ZIP | +| | | | | code, country, | +| | | | | or landmark in | +| | | | | the search | +| | | | | field.  Select | +| | | | | Wireless | +| | | | | Coverage Type > | +| | | | | International | +| | | | | >Voice, Data, | +| | | | | or Discount | +| | | | | Data > | +| | | | |  Search.  | +| | | | | Google Map | +| | | | | International | +| | | | | Services FAQ | +| | | | | PPU - | +| | | | | International | +| | | | | Data PPU | +| | | | | rates apply | +| | | | | when the | +| | | | | customer does | +| | | | | not have an OTC | +| | | | | or MRC Passport | +| | | | | package and | +| | | | | also apply when | +| | | | | outside the | +| | | | | countries that | +| | | | | the packages | +| | | | | cover. For a | +| | | | | list of | +| | | | | countries | +| | | | | covered by | +| | | | | these Passport | +| | | | | packages, see a | +| | | | | tt.com/globalco | +| | | | | untries. PPU | +| | | | | data rate in | +| | | | | all countries | +| | | | | (including | +| | | | | Canada) is | +| | | | | $0.002/KB | +| | | | | ($2.05/MB). | +| | | | | PPU data rate | +| | | | | for airlines is | +| | | | | $0.01/KB | +| | | | | ($10.24/MB). | +| | | | | PPU data rate | +| | | | | for cruise | +| | | | | ships is | +| | | | | $0.006/KB | +| | | | | ($6.14/MB). | +| | | | | PPU - | +| | | | | International | +| | | | | Talk & Text  | +| | | | | PPU Rates | +| | | | | Talk  Per | +| | | | | Minute Rate | +| | | | | Text Rate | +| | | | | Canada/Mexico | +| | | | | $1/minute | +| | | | | SMS sent - | +| | | | | $0.50  MMS | +| | | | | sent - $1.30  | +| | | | | SMS/MMS | +| | | | | received while | +| | | | | roaming is | +| | | | | charged at | +| | | | | domestic rates. | +| | | | | Europe | +| | | | | $2/minute | +| | | | | Rest of World | +| | | | | $3/minute | +| | | | | Airlines & | +| | | | | Cruise Ships | +| | | | | $3/minute Back | +| | | | | to Top Source: | +| | | | | Content: may | +| | | | | not submit the | +| | | | | request on | +| | | | | behalf of the | +| | | | | customer. If | +| | | | | the customer | +| | | | | encounters | +| | | | | issues when | +| | | | | submitting the | +| | | | | request, submit | +| | | | | a Device Unlock | +| | | | | case. Note: | +| | | | | Devices | +| | | | | purchased on an | +| | | | | installment | +| | | | | plan and | +| | | | | prepaid devices | +| | | | | have active- | +| | | | | service related | +| | | | | requirements. | +| | | | | See Get info | +| | | | | about device | +| | | | | unlock | +| | | | | eligibility. | +| | | | | Customers with | +| | | | | reseller | +| | | | | devices Refer | +| | | | | customers with | +| | | | | reseller or | +| | | | | third-party | +| | | | | devices to the | +| | | | | reseller. How | +| | | | | can a customer | +| | | | | check if a | +| | | | | device is | +| | | | | compatible with | +| | | | | the AT&T | +| | | | | network? | +| | | | | Visual | +| | | | | Identifiers | +| | | | | Have them check | +| | | | | the device for | +| | | | | one of the | +| | | | | following | +| | | | | logos: at&t | +| | | | | (lowercase), | +| | | | | Cingular | +| | | | | (Jack), AT&T | +| | | | | Wireless | +| | | | | (uppercase), | +| | | | | CellularOne | +| | | | | (Dobson) If | +| | | | | the device does | +| | | | | not have a | +| | | | | visible logo on | +| | | | | the outside or | +| | | | | on the keypad, | +| | | | | have them power | +| | | | | on the device: | +| | | | | Determine what | +| | | | | splash-screen | +| | | | | logo appears | +| | | | | when the device | +| | | | | powers on. | +| | | | | Check the | +| | | | | carrier | +| | | | | software loaded | +| | | | | on the device. | +| | | | | If the device | +| | | | | software | +| | | | | displays MEdia | +| | | | | Net, MEdia | +| | | | | Mail, Jack | +| | | | | Logo, at&t | +| | | | | (lowercase), | +| | | | | mMode, or a | +| | | | | blue globe with | +| | | | | AT&T | +| | | | | (uppercase), | +| | | | | select Yes | +| | | | | below. For | +| | | | | iPhone, go to | +| | | | | Settings > | +| | | | | General > | +| | | | | About. BYOD | +| | | | | The customer | +| | | | | can check | +| | | | | device | +| | | | | compatibility | +| | | | | at Bring your | +| | | | | own device to | +| | | | | AT&T. If the | +| | | | | device was not | +| | | | | purchased at an | +| | | | | authorized AT&T | +| | | | | outlet, such as | +| | | | | given to them | +| | | | | by a friend, or | +| | | | | they are | +| | | | | considering a | +| | | | | purchase from a | +| | | | | third-party, | +| | | | | such as eBay, | +| | | | | they can enter | +| | | | | the IMEI to | +| | | | | check if the | +| | | | | device is | +| | | | | designed for | +| | | | | use on the AT&T | +| | | | | network and not | +| | | | | lost/stolen | +| | | | | (blacklisted). | +| | | | | Only the | +| | | | | account holder | +| | | | | can request to | +| | | | | remove a device | +| | | | | from the | +| | | | | blacklist. For | +| | | | | more | +| | | | | information, | +| | | | | see: Stolen | +| | | | | Device | +| | | | | Blacklist | +| | | | | Escalation | +| | | | | Process Lost | +| | | | | or Stolen | +| | | | | Equipment - | +| | | | | BCSS How can a | +| | | | | customer check | +| | | | | if a device is | +| | | | | listed as | +| | | | | lost/stolen? | +| | | | | The customer | +| | | | | can check | +| | | | | device | +| | | | | compatibility | +| | | | | at Bring your | +| | | | | own device to | +| | | | | AT&T. If the | +| | | | | device was not | +| | | | | purchased at an | +| | | | | authorized AT&T | +| | | | | outlet, such as | +| | | | | given to them | +| | | | | by a friend, or | +| | | | | they are | +| | | | | considering a | +| | | | | purchase from a | +| | | | | third-party, | +| | | | | such as eBay, | +| | | | | they can enter | +| | | | | the IMEI to | +| | | | | check if the | +| | | | | device is | +| | | | | designed for | +| | | | | use on the AT&T | +| | | | | network and not | +| | | | | lost/stolen | +| | | | | (blacklisted). | +| | | | | Only the | +| | | | | account holder | +| | | | | can request to | +| | | | | remove a device | +| | | | | from the | +| | | | | blacklist. For | +| | | | | more | +| | | | | information, | +| | | | | see: Stolen | +| | | | | Device | +| | | | | Blacklist | +| | | | | Escalation | +| | | | | Process Lost | +| | | | | or Stolen | +| | | | | Equipment - | +| | | | | BCSS Why is | +| | | | | the unlock code | +| | | | | no longer | +| | | | | available for | +| | | | | my handset? | +| | | | | AT&T is unable | +| | | | | to obtain | +| | | | | unlock codes | +| | | | | for older | +| | | | | devices made by | +| | | | | a manufacturer | +| | | | | that no longer | +| | | | | has a | +| | | | | contractual | +| | | | | agreement with | +| | | | | AT&T Mobility. | +| | | | | Can I get a | +| | | | | device that I | +| | | | | purchased | +| | | | | online (e.g. | +| | | | | eBay) unlocked? | +| | | | | AT&T can send | +| | | | | you unlock | +| | | | | instructions | +| | | | | upon request, | +| | | | | provided that | +| | | | | AT&T can | +| | | | | reasonably | +| | | | | obtain them | +| | | | | from the | +| | | | | manufacturer | +| | | | | and that you | +| | | | | meet the | +| | | | | requirements | +| | | | | below. The | +| | | | | device must be | +| | | | | designed for | +| | | | | use on, and | +| | | | | locked to, the | +| | | | | AT&T wireless | +| | | | | network. It | +| | | | | must not be | +| | | | | reported lost | +| | | | | or stolen. | +| | | | | It's not | +| | | | | associated with | +| | | | | fraudulent | +| | | | | activity. All | +| | | | | the device's | +| | | | | service | +| | | | | commitments and | +| | | | | installment | +| | | | | plans are | +| | | | | completed and | +| | | | | all early | +| | | | | termination | +| | | | | fees are paid | +| | | | | in full. The | +| | | | | device is not | +| | | | | active on a | +| | | | | different AT&T | +| | | | | customer's | +| | | | | account. Why | +| | | | | does AT&T lock | +| | | | | devices? AT&T | +| | | | | offers reduced | +| | | | | device pricing | +| | | | | to customers | +| | | | | who enter into | +| | | | | a service | +| | | | | agreement with | +| | | | | AT&T for a | +| | | | | contracted | +| | | | | period of time | +| | | | | (1 or 2 years). | +| | | | | AT&T locks | +| | | | | devices in | +| | | | | order to | +| | | | | recover costs | +| | | | | and to control | +| | | | | theft of | +| | | | | devices. By | +| | | | | offering locked | +| | | | | devices in | +| | | | | association | +| | | | | with a contract | +| | | | | or installment | +| | | | | agreement, AT&T | +| | | | | is able to | +| | | | | subsidize the | +| | | | | cost of the | +| | | | | device for | +| | | | | customers up | +| | | | | front. To more | +| | | | | quickly process | +| | | | | your request, | +| | | | | please access | +| | | | | att.com/deviceu | +| | | | | nlock and | +| | | | | submit your | +| | | | | request. Is my | +| | | | | device locked | +| | | | | if I paid the | +| | | | | full retail | +| | | | | price? All | +| | | | | AT&T devices | +| | | | | are locked by | +| | | | | the OEM. If you | +| | | | | paid the full | +| | | | | retail price, | +| | | | | you may request | +| | | | | an unlock at at | +| | | | | t.com/deviceunl | +| | | | | ock. AT&T can | +| | | | | send you unlock | +| | | | | instructions | +| | | | | upon request, | +| | | | | provided that | +| | | | | AT&T can | +| | | | | reasonably | +| | | | | obtain them | +| | | | | from the | +| | | | | manufacturer | +| | | | | and that you | +| | | | | meet the | +| | | | | requirements | +| | | | | below. The | +| | | | | device must be | +| | | | | designed for | +| | | | | use on, and | +| | | | | locked to, the | +| | | | | AT&T wireless | +| | | | | network. It | +| | | | | must not be | +| | | | | reported lost | +| | | | | or stolen. It | +| | | | | is not | +| | | | | associated with | +| | | | | fraudulent | +| | | | | activity. All | +| | | | | the device's | +| | | | | service | +| | | | | commitments and | +| | | | | installment | +| | | | | plans are | +| | | | | completed and | +| | | | | all early | +| | | | | termination | +| | | | | fees are paid | +| | | | | in full. The | +| | | | | device is not | +| | | | | active on a | +| | | | | different AT&T | +| | | | | customer's | +| | | | | account. Note | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 31 | [] | How can I | You can use | Content: Jump | +| | | trade in our | the AT&T | to: What I Need | +| | | old devices? | Business | to Know | What | +| | | | Trade-In | the Customer | +| | | | program to | Needs to Know | | +| | | | trade in | FAQ This | +| | | | your old | article | +| | | | devices and | provides detail | +| | | | earn credits | on using the | +| | | | on your AT&T | AT&T Business | +| | | | wireless BAN | Trade-In | +| | | | for mobile | program and | +| | | | devices | tool to provide | +| | | | returned to | value back to | +| | | | AT&T. You | CRU Business | +| | | | can | customers for | +| | | | configure a | their Mobile | +| | | | quote for | devices.Looking | +| | | | device | for Trade-In | +| | | | trade-ins to | promo support? | +| | | | help offset | See Premium | +| | | | the costs of | Device Trade-In | +| | | | any new AT&T | Offer - BCSS | +| | | | equipment or | and Tiered Gets | +| | | | service | Better with | +| | | | purchases. | Trade-In - | +| | | | The tool can | BCSS. The AT&T | +| | | | be accessed | Business Trade- | +| | | | through | In program | +| | | | links in | enables CRU | +| | | | OPUS and | Business | +| | | | Clarify, or | customers in | +| | | | you can | all segments to | +| | | | watch the | earn credits on | +| | | | Trade-In | their AT&T | +| | | | Tool Video | wireless BAN | +| | | | Demo to | for mobile | +| | | | learn how to | devices | +| | | | configure a | returned to | +| | | | quote. | AT&T. When | +| | | | (Source: | customers are | +| | | | context) | upgrading | +| | | | | lines, porting | +| | | | | in lines, or | +| | | | | have devices | +| | | | | they're no | +| | | | | longer using, | +| | | | | use the tool to | +| | | | | configure a | +| | | | | quote for | +| | | | | device trade- | +| | | | | ins to help | +| | | | | them offset the | +| | | | | costs of any | +| | | | | new AT&T | +| | | | | equipment or | +| | | | | service | +| | | | | purchases. No | +| | | | | purchase is | +| | | | | necessary to | +| | | | | take advantage | +| | | | | of the tool. | +| | | | | Win more | +| | | | | business faster | +| | | | | by offering | +| | | | | trade-ins to | +| | | | | your customers: | +| | | | | The value from | +| | | | | the devices can | +| | | | | be used to | +| | | | | invest in new | +| | | | | solutions, | +| | | | | including | +| | | | | devices, Mobile | +| | | | | Protection Pack | +| | | | | for Business, | +| | | | | AMAs, security, | +| | | | | and so on. | +| | | | | Heads Up: The | +| | | | | customer must | +| | | | | be the sole and | +| | | | | rightful owner | +| | | | | of the device | +| | | | | they're trading | +| | | | | in. If they're | +| | | | | trading a | +| | | | | device on AT&T | +| | | | | Next, Equipment | +| | | | | Installment | +| | | | | Plan (EIP), or | +| | | | | a device that | +| | | | | was under a | +| | | | | 2-year | +| | | | | contract, the | +| | | | | balance must be | +| | | | | paid in full | +| | | | | before it can | +| | | | | be traded for | +| | | | | value on their | +| | | | | account. AT&T | +| | | | | Business Trade- | +| | | | | In Tool | +| | | | | Instructions | +| | | | | To learn how to | +| | | | | configure a | +| | | | | quote for your | +| | | | | customer, watch | +| | | | | the Trade-In | +| | | | | Tool Video | +| | | | | Demo. Once you | +| | | | | configure and | +| | | | | submit the | +| | | | | quote, the | +| | | | | customer | +| | | | | receives an | +| | | | | email detailing | +| | | | | how to access | +| | | | | the quote to | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions | +| | | | | (T&C), request | +| | | | | prepaid | +| | | | | materials and | +| | | | | labels to | +| | | | | return devices, | +| | | | | and to manage | +| | | | | their quotes | +| | | | | and reports. | +| | | | | When in context | +| | | | | in OPUS working | +| | | | | with a | +| | | | | customer, you | +| | | | | can access the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | through links | +| | | | | we've added to | +| | | | | OPUS and | +| | | | | Clarify. | +| | | | | Additionally, | +| | | | | when you click | +| | | | | the link, it | +| | | | | automatically | +| | | | | logs into the | +| | | | | tool; no need | +| | | | | to manage | +| | | | | separate login | +| | | | | credentials. | +| | | | | From OPUS, you | +| | | | | have 3 ways to | +| | | | | access the | +| | | | | trade-in tool: | +| | | | | OPUS Quick | +| | | | | Links Menu: | +| | | | | OPUS Quick | +| | | | | Links - | +| | | | | Screenshot | +| | | | | Accessibility | +| | | | | to this view | +| | | | | depends upon | +| | | | | user profile. | +| | | | | Not available | +| | | | | in all channels | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In Tool link | +| | | | | does not show | +| | | | | in OPUS Quick | +| | | | | Links until a | +| | | | | customer | +| | | | | account is | +| | | | | pulled up and | +| | | | | verified in | +| | | | | OPUS. | +| | | | | Customer | +| | | | | Summary Page: | +| | | | | If Then | +| | | | | Business Care | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Business Sales | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Order | +| | | | | Confirmation | +| | | | | Page: Order | +| | | | | Confirmation | +| | | | | Page - | +| | | | | Screenshot | +| | | | | From Clarify, | +| | | | | you have 2 ways | +| | | | | to access the | +| | | | | trade-in tool: | +| | | | | Quick Actions: | +| | | | | Quick Actions - | +| | | | | Screenshot | +| | | | | Needs - Tools & | +| | | | | Assistance: | +| | | | | Needs - Tools & | +| | | | | Assistance - | +| | | | | Screenshot | +| | | | | Select Create a | +| | | | | Quote. FAN and | +| | | | | BAN: The tool | +| | | | | uses the FAN | +| | | | | attached to the | +| | | | | account you | +| | | | | accessed in | +| | | | | OPUS and | +| | | | | displays all | +| | | | | the BANs | +| | | | | associated with | +| | | | | it. FAN and | +| | | | | BANs - | +| | | | | Screenshot | +| | | | | Select the BAN | +| | | | | the customer | +| | | | | would like the | +| | | | | trade-in credit | +| | | | | applied to. | +| | | | | Search for the | +| | | | | device type | +| | | | | they're seeking | +| | | | | to trade in. | +| | | | | Tool Tip: | +| | | | | Searching for a | +| | | | | specific device | +| | | | | returns fewer | +| | | | | options. For | +| | | | | example, | +| | | | | searching | +| | | | | iPhone would | +| | | | | return every | +| | | | | style of | +| | | | | iPhone; | +| | | | | searching | +| | | | | iPhone 6 | +| | | | | narrows the | +| | | | | results to the | +| | | | | available | +| | | | | iPhone 6 | +| | | | | models. Search | +| | | | | - Screenshot | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | displays search | +| | | | | results. The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program accepts | +| | | | | devices | +| | | | | previously on | +| | | | | other carrier | +| | | | | networks. | +| | | | | Multiple | +| | | | | carriers | +| | | | | display; select | +| | | | | the correct | +| | | | | carrier and | +| | | | | device | +| | | | | capacity. In | +| | | | | the Quantity | +| | | | | field, enter | +| | | | | the number of | +| | | | | devices and | +| | | | | click Add | +| | | | | Device. The | +| | | | | quantity of 1 | +| | | | | is the default. | +| | | | | The device you | +| | | | | selected | +| | | | | appears in the | +| | | | | Selected | +| | | | | devices cart. | +| | | | | Selected | +| | | | | Devices - | +| | | | | Screenshot | +| | | | | When all | +| | | | | devices are | +| | | | | added, select | +| | | | | Review Quote. | +| | | | | Review Quote - | +| | | | | Screenshot A | +| | | | | summary page | +| | | | | displays. | +| | | | | Review for | +| | | | | accuracy. Make | +| | | | | adjustments to | +| | | | | the trade-in | +| | | | | quote, such as | +| | | | | devices or | +| | | | | quantities on | +| | | | | this page. | +| | | | | Quote Summary - | +| | | | | Screenshot If | +| | | | | all information | +| | | | | is correct: | +| | | | | In the | +| | | | | appropriate | +| | | | | field (if not | +| | | | | already), enter | +| | | | | their company | +| | | | | name. Select | +| | | | | Generate. | +| | | | | Generate - | +| | | | | ScreenshotA | +| | | | | quote summary | +| | | | | and number | +| | | | | generate. Quote | +| | | | | Summary - | +| | | | | Screenshot | +| | | | | Click Add | +| | | | | Customer | +| | | | | Information. | +| | | | | Review the | +| | | | | auto-populated | +| | | | | Primary contact | +| | | | | information | +| | | | | fields with | +| | | | | your customer | +| | | | | and enter any | +| | | | | missing | +| | | | | information: | +| | | | | Customer Email | +| | | | | Address Source: | +| | | | | Content: 7 | +| | | | | Plus. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 9/2/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above, | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | September 1st | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 9/2/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the devices | +| | | | | impacted, will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 8/5/22 Select | +| | | | | device trade-in | +| | | | | values (TIV) | +| | | | | changed from | +| | | | | $35 to $5 and | +| | | | | will be | +| | | | | ineligible as | +| | | | | qualifying | +| | | | | trade-ins. | +| | | | | Trade-in | +| | | | | devices | +| | | | | impacted: | +| | | | | Nord100, Asus | +| | | | | Rog Phone2, | +| | | | | OnePlus 6T, | +| | | | | Razer 2, Google | +| | | | | Pixel 3, 3a, | +| | | | | 3XL, 3a XL, LG | +| | | | | K92, Moto One | +| | | | | Ace 5G. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 8/5/22 and | +| | | | | return to | +| | | | | trade-in one | +| | | | | of the devices | +| | | | | listed above | +| | | | | will get the | +| | | | | offer credits, | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | August 4th | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 8/5/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the impacted | +| | | | | devices will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 4/22/22 the | +| | | | | Samsung A13 5G | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $100 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade-in. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | before 4/22/22 | +| | | | | and trade-in a | +| | | | | Samsung A13 5G | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. ¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | issue the $5 | +| | | | | TIV to the | +| | | | | customer. A | +| | | | | radio button | +| | | | | for the offer | +| | | | | will not | +| | | | | display due to | +| | | | | the TIV being | +| | | | | below the | +| | | | | requirements. | +| | | | | The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after | +| | | | | 4/22/22 and | +| | | | | trade-in a | +| | | | | Samsung A13 5G | +| | | | | will only | +| | | | | receive $5 TIV | +| | | | | and will not be | +| | | | | eligible for | +| | | | | the offer. | +| | | | | Credit Details | +| | | | | ¶ Must be a | +| | | | | new line, or | +| | | | | upgrade. | +| | | | | Customer has 30 | +| | | | | days from | +| | | | | activation date | +| | | | | to perform | +| | | | | their trade | +| | | | | in.Customers | +| | | | | with Free | +| | | | | Shipping may | +| | | | | have a delay in | +| | | | | receiving their | +| | | | | smartphones due | +| | | | | to inventory | +| | | | | constraints. | +| | | | | Please note 30 | +| | | | | days from | +| | | | | activation date | +| | | | | could be | +| | | | | different from | +| | | | | purchase date | +| | | | | (due to above s | +| | | | | cenario).Custom | +| | | | | er may qualify | +| | | | | for multiple | +| | | | | monthly bill | +| | | | | credits | +| | | | | smartphone | +| | | | | offers for each | +| | | | | qualifying new | +| | | | | purchase | +| | | | | w/qualifying | +| | | | | trade-in; limit | +| | | | | on number of | +| | | | | lines eligible | +| | | | | will depends on | +| | | | | customer’s | +| | | | | credit | +| | | | | eligibility | +| | | | | (BAU).Eligible | +| | | | | smartphones | +| | | | | must be | +| | | | | purchased on | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan. ¶ | +| | | | | Includes 0% | +| | | | | down or down | +| | | | | payment. ¶ | +| | | | | Down payment | +| | | | | does not | +| | | | | impact/change | +| | | | | monthly credit | +| | | | | amount outlined | +| | | | | by offer. ¶ If | +| | | | | buying on the | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up, customer is | +| | | | | responsible and | +| | | | | will not | +| | | | | receive any | +| | | | | credits for an | +| | | | | additional | +| | | | | $6/mo. for the | +| | | | | Next Up upgrade | +| | | | | feature.¶ | +| | | | | Note: Customers | +| | | | | enrolled on an | +| | | | | active AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up at $5/mo. | +| | | | | are not | +| | | | | impacted by the | +| | | | | rate increase | +| | | | | effective | +| | | | | 7.14.22.Future | +| | | | | device | +| | | | | purchases on an | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up will be | +| | | | | impacted and | +| | | | | will reflect | +| | | | | the new Next Up | +| | | | | feature charge | +| | | | | of $6/mo. ¶ ¶ | +| | | | | If line is | +| | | | | disconnected | +| | | | | early, customer | +| | | | | responsible for | +| | | | | remaining | +| | | | | amount owed on | +| | | | | the installment | +| | | | | agreement.Line | +| | | | | must remain | +| | | | | active & in | +| | | | | good standing | +| | | | | throughout the | +| | | | | entirety of the | +| | | | | offer for all | +| | | | | credits to be | +| | | | | applied.CLN/CPO | +| | | | | excluded.Taxes | +| | | | | on full retail | +| | | | | price are due | +| | | | | at point of | +| | | | | sale.If the | +| | | | | discounted | +| | | | | phone is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill | +| | | | | credit.Free | +| | | | | Shipping, | +| | | | | backorders, and | +| | | | | port delays are | +| | | | | eligible if the | +| | | | | number(s) is | +| | | | | reserved while | +| | | | | the offer is in | +| | | | | effect.Winbacks | +| | | | | are treated as | +| | | | | an existing | +| | | | | customer. (a | +| | | | | Winback | +| | | | | requires a | +| | | | | customer to | +| | | | | port their | +| | | | | number back to | +| | | | | AT&T within 59 | +| | | | | days of leaving | +| | | | | AT&T.)A | +| | | | | conversion from | +| | | | | Prepaid/Cricket | +| | | | | is treated like | +| | | | | an existing | +| | | | | wireless | +| | | | | customer and | +| | | | | not a new | +| | | | | wireless gross | +| | | | | add.¶ How the | +| | | | | Credit Works ¶ | +| | | | | Customers will | +| | | | | receive the | +| | | | | bill credit of | +| | | | | offer if:¶ | +| | | | | Activating new | +| | | | | line or upgrade | +| | | | | existing line | +| | | | | and purchasing | +| | | | | an eligible | +| | | | | smartphone on | +| | | | | AT&T | +| | | | | installment | +| | | | | Source: | +| | | | | Content: . | +| | | | | Confirm this | +| | | | | email address | +| | | | | to ensure they | +| | | | | receive the | +| | | | | quote. BAN | +| | | | | FANCustomer | +| | | | | Information - | +| | | | | Screenshot 10 | +| | | | | Prior to | +| | | | | submitting, | +| | | | | cover their | +| | | | | next steps to | +| | | | | properly | +| | | | | prepare devices | +| | | | | for trade-in. | +| | | | | If they're | +| | | | | upgrading and | +| | | | | receiving new | +| | | | | devices, as | +| | | | | well as trading | +| | | | | in devices, | +| | | | | they must use | +| | | | | the unique | +| | | | | shipping | +| | | | | materials and | +| | | | | labels from the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program to ship | +| | | | | their trade-in | +| | | | | devices back. | +| | | | | They should not | +| | | | | use the label | +| | | | | included with | +| | | | | their new | +| | | | | device. Using | +| | | | | the return | +| | | | | label that | +| | | | | arrives with | +| | | | | the new device | +| | | | | causes the | +| | | | | trade-in device | +| | | | | to return to | +| | | | | the wrong | +| | | | | warehouse and | +| | | | | prevents them | +| | | | | from receiving | +| | | | | credit.Suggeste | +| | | | | d Verbiage: | +| | | | | You'll receive | +| | | | | an email | +| | | | | shortly giving | +| | | | | you | +| | | | | instructions to | +| | | | | log into AT&T | +| | | | | Business Trade- | +| | | | | In to review | +| | | | | and accept the | +| | | | | quote I've | +| | | | | created for | +| | | | | you. Once you | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions, | +| | | | | you'll receive | +| | | | | customized | +| | | | | shipping | +| | | | | materials to | +| | | | | the address you | +| | | | | provide within | +| | | | | 5-7 business | +| | | | | days. Use only | +| | | | | these materials | +| | | | | to return | +| | | | | devices to | +| | | | | ensure accurate | +| | | | | tracking of | +| | | | | your trade-ins. | +| | | | | The shipping | +| | | | | materials | +| | | | | include | +| | | | | everything | +| | | | | you'll need to | +| | | | | send in your | +| | | | | devices | +| | | | | including | +| | | | | boxes, | +| | | | | cardboard | +| | | | | dividers, | +| | | | | sleeves to | +| | | | | protect the | +| | | | | phones, and | +| | | | | prepaid UPS | +| | | | | return labels. | +| | | | | You'll also | +| | | | | receive | +| | | | | valuable | +| | | | | information | +| | | | | about: How | +| | | | | to turn off | +| | | | | activation | +| | | | | locks prior to | +| | | | | shipping | +| | | | | devices How to | +| | | | | update the | +| | | | | quote 11 | +| | | | | Select Submit | +| | | | | to Customer and | +| | | | | a pop-up | +| | | | | displays. | +| | | | | Acknowledgement | +| | | | | - Screenshot | +| | | | | 12 Select Send | +| | | | | Quote to | +| | | | | proceed and | +| | | | | submit the | +| | | | | quote for their | +| | | | | review. Upon | +| | | | | submission, | +| | | | | they receive | +| | | | | the quote sent | +| | | | | to the email | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. The | +| | | | | email includes | +| | | | | the details of | +| | | | | their trade-in | +| | | | | quote, such as: | +| | | | | Instructions on | +| | | | | accessing the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | via links | +| | | | | within their | +| | | | | Premier account | +| | | | | Quote #/$ Value | +| | | | | /Expiration | +| | | | | Date 14 If | +| | | | | your customer | +| | | | | calls with | +| | | | | questions about | +| | | | | their quote, | +| | | | | status of their | +| | | | | shipping | +| | | | | materials, | +| | | | | receipt of | +| | | | | their devices, | +| | | | | or trade-in | +| | | | | credit, warm | +| | | | | transfer them | +| | | | | to the AT&T | +| | | | | Business Trade- | +| | | | | In Support Team | +| | | | | available at | +| | | | | 866.993.5800 | +| | | | | (Monday-Friday, | +| | | | | 9 a.m. - 5 p.m. | +| | | | | CT) or via | +| | | | | email at suppor | +| | | | | t@attbusinesstr | +| | | | | adein.com. | +| | | | | Accept/Edit the | +| | | | | Quote | +| | | | | Instructions to | +| | | | | access the | +| | | | | quote are | +| | | | | emailed to | +| | | | | customers using | +| | | | | the email | +| | | | | address they | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. To | +| | | | | accept or edit | +| | | | | the trade-in | +| | | | | quote, they | +| | | | | access the link | +| | | | | to their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool through | +| | | | | their Premier | +| | | | | account. | +| | | | | Within Premier, | +| | | | | they can access | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In link | +| | | | | (labeled Trade- | +| | | | | In Program) 2 | +| | | | | ways: | +| | | | | Premier Online | +| | | | | Care: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Premier Online | +| | | | | Sales: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Heads Up: | +| | | | | Customers that | +| | | | | have been | +| | | | | migrated to | +| | | | | myatt.com will | +| | | | | need to access | +| | | | | the link to | +| | | | | their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | included in the | +| | | | | email or use ww | +| | | | | w.attbusinesstr | +| | | | | adein.com. | +| | | | | After selecting | +| | | | | Trade-In | +| | | | | Program, from | +| | | | | the homepage | +| | | | | they select | +| | | | | Manage Quotes. | +| | | | | Manage Quotes - | +| | | | | Screenshot Now | +| | | | | they can select | +| | | | | the quote you | +| | | | | created for | +| | | | | them by | +| | | | | clicking the | +| | | | | quote number. | +| | | | | Quotes - | +| | | | | Screenshot | +| | | | | Click the Add | +| | | | | Contact | +| | | | | Information | +| | | | | button. Once | +| | | | | selected: | +| | | | | They can edit | +| | | | | the make, | +| | | | | model, and | +| | | | | quantity of | +| | | | | devices prior | +| | | | | to accepting | +| | | | | it. Effective | +| | | | | April 7, 20019, | +| | | | | AT&T Business | +| | | | | Trade-In will | +| | | | | provide 2 | +| | | | | options for | +| | | | | customers to | +| | | | | receive prepaid | +| | | | | shipping labels | +| | | | | for their | +| | | | | locations to | +| | | | | return devices. | +| | | | | Customers | +| | | | | select one of | +| | | | | the options | +| | | | | when accepting | +| | | | | their trade-in | +| | | | | quote. | +| | | | | Option 1: Link | +| | | | | provided for | +| | | | | location(s) to | +| | | | | print prepaid | +| | | | | labels and use | +| | | | | their own | +| | | | | shipping | +| | | | | materials (link | +| | | | | available | +| | | | | immediately). | +| | | | | Option 2: AT&T | +| | | | | Business Trade- | +| | | | | In sends | +| | | | | prepaid labels | +| | | | | and free | +| | | | | shipping | +| | | | | materials to | +| | | | | locations | +| | | | | (materials | +| | | | | arrive in 5 – 7 | +| | | | | days). The | +| | | | | customer | +| | | | | accepts the | +| | | | | T&Cs and | +| | | | | receive an | +| | | | | email | +| | | | | confirmation | +| | | | | with: | +| | | | | Information | +| | | | | about shipping | +| | | | | materials - | +| | | | | Including link | +| | | | | to print labels | +| | | | | if they | +| | | | | selected that | +| | | | | option. Steps | +| | | | | to ensure | +| | | | | smooth | +| | | | | processing. | +| | | | | Explanation of | +| | | | | the processing | +| | | | | and credit | +| | | | | process. AT&T | +| | | | | Business Trade- | +| | | | | In Processing | +| | | | | Center Receives | +| | | | | Devices The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Processing | +| | | | | Center confirms | +| | | | | actual trade-in | +| | | | | value based on | +| | | | | device | +| | | | | conditions. | +| | | | | Does the device | +| | | | | power on and | +| | | | | off? Has the | +| | | | | Activation Lock | +| | | | | been disabled | +| | | | | (Find my | +| | | | | iPhone-FMiP)? | +| | | | | Is the device | +| | | | | functioning | +| | | | | correctly and | +| | | | | intact, free of | +| | | | | any chips, | +| | | | | cracks, | +| | | | | bruised/dead | +| | | | | pixels, or | +| | | | | burn-in? | +| | | | | Source: | +| | | | | Content: Device | +| | | | | Troubleshooting | +| | | | | ¶ Before | +| | | | | attempting to | +| | | | | Exchange | +| | | | | Equipment, | +| | | | | determine why | +| | | | | the customer | +| | | | | would like to | +| | | | | return the | +| | | | | equipment. If | +| | | | | there is a | +| | | | | problem with | +| | | | | the equipment, | +| | | | | attempt to | +| | | | | resolve using | +| | | | | the | +| | | | | troubleshooting | +| | | | | pages below:¶ | +| | | | | Billing Issue | +| | | | | (BILog) and | +| | | | | Device Issue | +| | | | | (DI) Logs / | +| | | | | Software | +| | | | | UpdatesDevice | +| | | | | Troubleshooting | +| | | | | Policy - BCSS ¶ | +| | | | | ¶ Device | +| | | | | Eligibility | +| | | | | Use Order | +| | | | | Track, rather | +| | | | | than the | +| | | | | biller, to | +| | | | | determine the | +| | | | | number of days | +| | | | | since the | +| | | | | equipment was | +| | | | | shipped or | +| | | | | purchased in | +| | | | | store. ¶ This | +| | | | | is based on the | +| | | | | number of | +| | | | | calendar days. | +| | | | | DF Orders: Day | +| | | | | one is the | +| | | | | third day after | +| | | | | the device was | +| | | | | shipped. | +| | | | | Purchased at a | +| | | | | retail | +| | | | | location: Day | +| | | | | one is the day | +| | | | | after the | +| | | | | customer | +| | | | | purchased the | +| | | | | device. | +| | | | | Example: If the | +| | | | | customer | +| | | | | purchases the | +| | | | | device cash and | +| | | | | carry at 8:30 | +| | | | | p.m. on | +| | | | | September 24, | +| | | | | the next day is | +| | | | | considered day | +| | | | | one. The CRU | +| | | | | FAN customer | +| | | | | has until the | +| | | | | end of October | +| | | | | 24, while the | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customer would | +| | | | | have until the | +| | | | | end of October | +| | | | | 8 to return the | +| | | | | device in-store | +| | | | | or initiate a | +| | | | | return by | +| | | | | mail.See the | +| | | | | AT&T Mobility | +| | | | | Return Policy. | +| | | | | The eligibility | +| | | | | criteria below | +| | | | | may not reflect | +| | | | | the return | +| | | | | policies of | +| | | | | National | +| | | | | Retailers of | +| | | | | AT&T. ¶ ¶ | +| | | | | EligibleNot Eli | +| | | | | gibleEquipment | +| | | | | must be:¶ In | +| | | | | like-new | +| | | | | condition with | +| | | | | no physical or | +| | | | | liquid damage | +| | | | | (includes AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment from | +| | | | | wireless.att.co | +| | | | | m and direct- | +| | | | | fulfillment | +| | | | | orders)In the | +| | | | | original | +| | | | | packaging* | +| | | | | accompanied | +| | | | | with a receipt: | +| | | | | ¶ Original | +| | | | | packaging may | +| | | | | have the UPC | +| | | | | code cut from | +| | | | | the box for | +| | | | | rebate | +| | | | | purposes.If | +| | | | | only the | +| | | | | manufacturer's | +| | | | | box is absent, | +| | | | | all original | +| | | | | contents can be | +| | | | | returned in | +| | | | | another box.¶ | +| | | | | A device that | +| | | | | was an out-of- | +| | | | | box failure | +| | | | | (OBF)¶ One | +| | | | | equipment | +| | | | | exchange within | +| | | | | 30 days of | +| | | | | original order | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU. | +| | | | | Exceptions:¶ ¶ | +| | | | | Closeout | +| | | | | pricing device | +| | | | | that was out- | +| | | | | of-the box | +| | | | | failure or dead | +| | | | | on arrival | +| | | | | (DOA).Allow | +| | | | | customers with | +| | | | | a disability | +| | | | | multiple | +| | | | | exchanges to | +| | | | | ensure their | +| | | | | equipment | +| | | | | selection meets | +| | | | | their needs.If | +| | | | | the exchange | +| | | | | request is due | +| | | | | to a | +| | | | | manufacturer | +| | | | | defect within | +| | | | | the first 30 | +| | | | | days of | +| | | | | purchase for | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU, | +| | | | | multiple | +| | | | | exchanges are | +| | | | | allowed with | +| | | | | manager | +| | | | | approval and | +| | | | | notation on the | +| | | | | account.¶ ¶ | +| | | | | Equipment | +| | | | | that:¶ Has | +| | | | | physical or | +| | | | | liquid | +| | | | | damage.Is not | +| | | | | AT&T-branded.¶ | +| | | | | Gift and | +| | | | | Ringtone | +| | | | | cardsSIM | +| | | | | cardsIncomplete | +| | | | | device kits, | +| | | | | unless | +| | | | | delivered to | +| | | | | customer | +| | | | | incomplete | +| | | | | Equipment is | +| | | | | Lost or | +| | | | | StolenEquipment | +| | | | | received via | +| | | | | Mobile Insuranc | +| | | | | eEquipment sold | +| | | | | at the closeout | +| | | | | price* ¶ ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile | +| | | | | Insurance for | +| | | | | non-iPhone devi | +| | | | | ces.Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing¶ ¶ | +| | | | | *Closeout | +| | | | | Pricing Policy¶ | +| | | | | ¶ Equipment | +| | | | | sold at the | +| | | | | closeout price | +| | | | | is considered | +| | | | | final. | +| | | | | Customers | +| | | | | purchasing a | +| | | | | device sold at | +| | | | | closeout | +| | | | | pricing are not | +| | | | | eligible to | +| | | | | exchange for a | +| | | | | different | +| | | | | device except | +| | | | | dead on arrival | +| | | | | (DOA) or OBF. | +| | | | | Closeout | +| | | | | equipment can | +| | | | | be returned if | +| | | | | the service is | +| | | | | being | +| | | | | cancelled, for | +| | | | | new | +| | | | | activations, or | +| | | | | if an existing | +| | | | | customer wishes | +| | | | | to return to | +| | | | | their previous | +| | | | | or COAM | +| | | | | device.¶ | +| | | | | Exchange | +| | | | | Ineligible The | +| | | | | equipment is | +| | | | | outside the | +| | | | | return period | +| | | | | or Not Eligible | +| | | | | to return. | +| | | | | Provide these | +| | | | | options: ¶ | +| | | | | Check to see if | +| | | | | the device is | +| | | | | eligible for a | +| | | | | warranty | +| | | | | exchange. | +| | | | | Choose the | +| | | | | correct link | +| | | | | for your | +| | | | | group:¶ BCSS: | +| | | | | Device Warranty | +| | | | | Exchange | +| | | | | Process - | +| | | | | ATS/MTS RLM: | +| | | | | See the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | article for | +| | | | | your group. ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile Insu | +| | | | | rance.Purchase | +| | | | | a phone at no- | +| | | | | commitment | +| | | | | pricing.¶ | +| | | | | Exchange | +| | | | | Eligible For | +| | | | | Apple-related | +| | | | | issues from a | +| | | | | direct- | +| | | | | fulfillment | +| | | | | customer: ¶ | +| | | | | Ask the | +| | | | | customer if the | +| | | | | shrink wrap or | +| | | | | box is damaged. | +| | | | | ¶ If the | +| | | | | shrink wrap or | +| | | | | box is damaged, | +| | | | | the issue is | +| | | | | with shipping, | +| | | | | not the | +| | | | | manufacturer. | +| | | | | Advise the | +| | | | | customer to | +| | | | | contact the | +| | | | | shipping agent. | +| | | | | If the device | +| | | | | is dead-on- | +| | | | | arrival (DOA) | +| | | | | or otherwise | +| | | | | contains a | +| | | | | manufacturer's | +| | | | | defect, refer | +| | | | | the customer to | +| | | | | Apple Customer | +| | | | | Care. ¶ For | +| | | | | non-Apple | +| | | | | equipment | +| | | | | issues, proceed | +| | | | | with the | +| | | | | exchange | +| | | | | process. What | +| | | | | the Customer | +| | | | | Needs to Know: | +| | | | | ¶ ¶ Shipping | +| | | | | Expectations ¶ | +| | | | | ¶ | +| | | | | Standard/second | +| | | | | day ($9.95) | +| | | | | U.S. delivery P | +| | | | | riority/overnig | +| | | | | ht ($14.95) | +| | | | | U.S. delivery: | +| | | | | ¶ Orders | +| | | | | placed after 5 | +| | | | | p.m. ET ship | +| | | | | the following | +| | | | | day. If S&H | +| | | | | charge applies, | +| | | | | advise the | +| | | | | customer of the | +| | | | | fee.If you need | +| | | | | additional | +| | | | | details, review | +| | | | | Shipping Rules | +| | | | | and Guidelines | +| | | | | ¶ ¶ Device | +| | | | | Source: | +| | | | | Content: | +| | | | |   | +| | | | | Devices w/ min. | +| | | | | Trade-In of | +| | | | | $240 + | +| | | | | $240 min. | +| | | | | Trade-in Value | +| | | | | = Get up to | +| | | | | $1,000 off | +| | | | | iPhone 14 Pro | +| | | | | and 14 Pro Max | +| | | | | with qualifying | +| | | | | trade-in: | +| | | | | Trade an i12P/Z | +| | | | | Fold4 or | +| | | | | better. | +| | | | | Apple | +| | | | | iPhone: 12 Pro, | +| | | | | 12 Pro Max, 13, | +| | | | | 13 mini, 13 | +| | | | | Pro, 13 Pro | +| | | | | Max, 14, 14 | +| | | | | Plus, 14 Pro, | +| | | | | 14 Pro Max | +| | | | | Samsung | +| | | | | Galaxy: Z | +| | | | | Fold4, S23, | +| | | | | S23+, S23 | +| | | | | Ultra  | +| | | | | Google: 7 Pro | +| | | | | LG:  | +| | | | | OTHER: | +| | | | | Devices w/ min. | +| | | | | Trade-In of | +| | | | | $130 + | +| | | | |  $130 - $229 | +| | | | | Trade-in-Value | +| | | | | = Get up to | +| | | | | $700 Off iPhone | +| | | | | 14 Series with | +| | | | | qualifying | +| | | | | Trade-in: | +| | | | | Trade an iPhone | +| | | | | XS Max incl. | +| | | | | i12 mini or | +| | | | | Samsung Note10+ | +| | | | | 5G or better. | +| | | | | Apple | +| | | | | iPhone: XS Max, | +| | | | | 11, 11 Pro, | +| | | | | iPhone 12mini, | +| | | | | 11 Pro Max, 12 | +| | | | | Samsung | +| | | | | Galaxy: S20, | +| | | | | S20 5G, S20 FE, | +| | | | | S20 FE 5G, | +| | | | | S20+, S20+ 5G, | +| | | | | S20 Ultra 5G, | +| | | | | Note20, Note20 | +| | | | | 5G, Note20 | +| | | | | Ultra, Note20 | +| | | | | Ultra 5G, S21 | +| | | | | 5G, S21+ 5G, | +| | | | | S21 FE 5G, | +| | | | | Fold, Fold 5G, | +| | | | | Z Flip3 5G, S21 | +| | | | | Ultra 5G, S22 | +| | | | | 5G, S22+ 5G, | +| | | | | S22 Ultra 5G, | +| | | | | ZFold2 5G, Z | +| | | | | Fold3 5G | +| | | | | Google: Pixel | +| | | | | 5, 5a, 6, 6a, 6 | +| | | | | Pro, 7 | +| | | | | LG:  | +| | | | | OTHER: OnePlus | +| | | | | 9 5G, OnePlus 9 | +| | | | | Pro 5G, OnePlus | +| | | | | 10 Pro | +| | | | |  Back to top | +| | | | | Devices w/ | +| | | | | Trade-In value | +| | | | | of $35 - $129 | +| | | | | $35 - $129 | +| | | | | Trade-in-Value | +| | | | | = Get up to | +| | | | | $350 Off iPhone | +| | | | | 14 series with | +| | | | | qualifying | +| | | | | Trade-in: | +| | | | | Trade an iPhone | +| | | | | 8 or Samsung | +| | | | | GS9 or better. | +| | | | | Apple | +| | | | | iPhone: 8, 8+, | +| | | | | iPhone SE (2nd | +| | | | | Gen), iPhone SE | +| | | | | (3rd Gen) X, | +| | | | | XR, XS  | +| | | | | Samsung | +| | | | | Galaxy: A23, | +| | | | | A23 5G, A32, | +| | | | | A32 5G, A42 5G, | +| | | | | A51 5G, A52, | +| | | | | A52s, A52 5G, | +| | | | | A53, A70, A71, | +| | | | | A71 5G, A72, S, | +| | | | | S 4G, S | +| | | | | Aviator, S | +| | | | | Captivate, S | +| | | | | Blaze 4G, S | +| | | | | Lightray 4G, S | +| | | | | Plus, S Relay, | +| | | | | S Showcase, S | +| | | | | Vibrant, S | +| | | | | Duos, S Glide, | +| | | | | SL X, S II, S | +| | | | | II 4G, S II | +| | | | | Epic 4G Touch, | +| | | | | S II HD, S II | +| | | | | HD LTE, S II | +| | | | | LTE, S II | +| | | | | Skyrocket, S II | +| | | | | WiMAX, S II X, | +| | | | | S Duos 2, S2 | +| | | | | Plus, S III, S | +| | | | | III 4G LTE, S | +| | | | | III LTE, S III | +| | | | | Mini, S III VE, | +| | | | | S3, S3 mini VE, | +| | | | | S3 Neo, S3 | +| | | | | Progre, S3 | +| | | | | Slim, S4, S4 | +| | | | | Active, S4 | +| | | | | Duos, S4 Mini, | +| | | | | S4 Mini Duos, | +| | | | | S4 Triband, S4 | +| | | | | Value Edition, | +| | | | | S4, S4 zoom, | +| | | | | S5, S5 Active, | +| | | | | S5 Duos, S5 | +| | | | | mini, S5 Neo, | +| | | | | S5 Prime, S5 | +| | | | | Sport, S6, S6 | +| | | | | Active, S6 | +| | | | | Edge, S6 Edge + | +| | | | | Duos, S6 Edge | +| | | | | TD, S6 Edge+, | +| | | | | S7, S7 Active, | +| | | | | S7 Edge, S8, S8 | +| | | | | Active, S8 | +| | | | | Duos, S8+, S9, | +| | | | | S9+, S9+ Duos, | +| | | | | S10, S10+, S10 | +| | | | | 5G, S10e, S10 | +| | | | | Lite, Note, | +| | | | | Note FE, Note | +| | | | | II, Note II | +| | | | | LTE, Note 3, | +| | | | | Note 3 Duos, | +| | | | | Note 3 Neo, | +| | | | | Note 3 TD, Note | +| | | | | 4, Note 4 Duos, | +| | | | | Note 4 S-LTE, | +| | | | | Note III, Note | +| | | | | III Neo, | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 32 | [] | How do I | To enter the | Content: Jump | +| | | enter the | number of | to: What I Need | +| | | number of | devices you | to Know | What | +| | | devices I | want to | the Customer | +| | | want to | trade-in, | Needs to Know | | +| | | trade-in? | you can use | FAQ This | +| | | | the Quantity | article | +| | | | field in the | provides detail | +| | | | AT&T | on using the | +| | | | Business | AT&T Business | +| | | | Trade-In | Trade-In | +| | | | tool. Simply | program and | +| | | | enter the | tool to provide | +| | | | desired | value back to | +| | | | quantity and | CRU Business | +| | | | click Add | customers for | +| | | | Device. | their Mobile | +| | | | (Source: | devices.Looking | +| | | | context) | for Trade-In | +| | | | | promo support? | +| | | | | See Premium | +| | | | | Device Trade-In | +| | | | | Offer - BCSS | +| | | | | and Tiered Gets | +| | | | | Better with | +| | | | | Trade-In - | +| | | | | BCSS. The AT&T | +| | | | | Business Trade- | +| | | | | In program | +| | | | | enables CRU | +| | | | | Business | +| | | | | customers in | +| | | | | all segments to | +| | | | | earn credits on | +| | | | | their AT&T | +| | | | | wireless BAN | +| | | | | for mobile | +| | | | | devices | +| | | | | returned to | +| | | | | AT&T. When | +| | | | | customers are | +| | | | | upgrading | +| | | | | lines, porting | +| | | | | in lines, or | +| | | | | have devices | +| | | | | they're no | +| | | | | longer using, | +| | | | | use the tool to | +| | | | | configure a | +| | | | | quote for | +| | | | | device trade- | +| | | | | ins to help | +| | | | | them offset the | +| | | | | costs of any | +| | | | | new AT&T | +| | | | | equipment or | +| | | | | service | +| | | | | purchases. No | +| | | | | purchase is | +| | | | | necessary to | +| | | | | take advantage | +| | | | | of the tool. | +| | | | | Win more | +| | | | | business faster | +| | | | | by offering | +| | | | | trade-ins to | +| | | | | your customers: | +| | | | | The value from | +| | | | | the devices can | +| | | | | be used to | +| | | | | invest in new | +| | | | | solutions, | +| | | | | including | +| | | | | devices, Mobile | +| | | | | Protection Pack | +| | | | | for Business, | +| | | | | AMAs, security, | +| | | | | and so on. | +| | | | | Heads Up: The | +| | | | | customer must | +| | | | | be the sole and | +| | | | | rightful owner | +| | | | | of the device | +| | | | | they're trading | +| | | | | in. If they're | +| | | | | trading a | +| | | | | device on AT&T | +| | | | | Next, Equipment | +| | | | | Installment | +| | | | | Plan (EIP), or | +| | | | | a device that | +| | | | | was under a | +| | | | | 2-year | +| | | | | contract, the | +| | | | | balance must be | +| | | | | paid in full | +| | | | | before it can | +| | | | | be traded for | +| | | | | value on their | +| | | | | account. AT&T | +| | | | | Business Trade- | +| | | | | In Tool | +| | | | | Instructions | +| | | | | To learn how to | +| | | | | configure a | +| | | | | quote for your | +| | | | | customer, watch | +| | | | | the Trade-In | +| | | | | Tool Video | +| | | | | Demo. Once you | +| | | | | configure and | +| | | | | submit the | +| | | | | quote, the | +| | | | | customer | +| | | | | receives an | +| | | | | email detailing | +| | | | | how to access | +| | | | | the quote to | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions | +| | | | | (T&C), request | +| | | | | prepaid | +| | | | | materials and | +| | | | | labels to | +| | | | | return devices, | +| | | | | and to manage | +| | | | | their quotes | +| | | | | and reports. | +| | | | | When in context | +| | | | | in OPUS working | +| | | | | with a | +| | | | | customer, you | +| | | | | can access the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | through links | +| | | | | we've added to | +| | | | | OPUS and | +| | | | | Clarify. | +| | | | | Additionally, | +| | | | | when you click | +| | | | | the link, it | +| | | | | automatically | +| | | | | logs into the | +| | | | | tool; no need | +| | | | | to manage | +| | | | | separate login | +| | | | | credentials. | +| | | | | From OPUS, you | +| | | | | have 3 ways to | +| | | | | access the | +| | | | | trade-in tool: | +| | | | | OPUS Quick | +| | | | | Links Menu: | +| | | | | OPUS Quick | +| | | | | Links - | +| | | | | Screenshot | +| | | | | Accessibility | +| | | | | to this view | +| | | | | depends upon | +| | | | | user profile. | +| | | | | Not available | +| | | | | in all channels | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In Tool link | +| | | | | does not show | +| | | | | in OPUS Quick | +| | | | | Links until a | +| | | | | customer | +| | | | | account is | +| | | | | pulled up and | +| | | | | verified in | +| | | | | OPUS. | +| | | | | Customer | +| | | | | Summary Page: | +| | | | | If Then | +| | | | | Business Care | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Business Sales | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Order | +| | | | | Confirmation | +| | | | | Page: Order | +| | | | | Confirmation | +| | | | | Page - | +| | | | | Screenshot | +| | | | | From Clarify, | +| | | | | you have 2 ways | +| | | | | to access the | +| | | | | trade-in tool: | +| | | | | Quick Actions: | +| | | | | Quick Actions - | +| | | | | Screenshot | +| | | | | Needs - Tools & | +| | | | | Assistance: | +| | | | | Needs - Tools & | +| | | | | Assistance - | +| | | | | Screenshot | +| | | | | Select Create a | +| | | | | Quote. FAN and | +| | | | | BAN: The tool | +| | | | | uses the FAN | +| | | | | attached to the | +| | | | | account you | +| | | | | accessed in | +| | | | | OPUS and | +| | | | | displays all | +| | | | | the BANs | +| | | | | associated with | +| | | | | it. FAN and | +| | | | | BANs - | +| | | | | Screenshot | +| | | | | Select the BAN | +| | | | | the customer | +| | | | | would like the | +| | | | | trade-in credit | +| | | | | applied to. | +| | | | | Search for the | +| | | | | device type | +| | | | | they're seeking | +| | | | | to trade in. | +| | | | | Tool Tip: | +| | | | | Searching for a | +| | | | | specific device | +| | | | | returns fewer | +| | | | | options. For | +| | | | | example, | +| | | | | searching | +| | | | | iPhone would | +| | | | | return every | +| | | | | style of | +| | | | | iPhone; | +| | | | | searching | +| | | | | iPhone 6 | +| | | | | narrows the | +| | | | | results to the | +| | | | | available | +| | | | | iPhone 6 | +| | | | | models. Search | +| | | | | - Screenshot | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | displays search | +| | | | | results. The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program accepts | +| | | | | devices | +| | | | | previously on | +| | | | | other carrier | +| | | | | networks. | +| | | | | Multiple | +| | | | | carriers | +| | | | | display; select | +| | | | | the correct | +| | | | | carrier and | +| | | | | device | +| | | | | capacity. In | +| | | | | the Quantity | +| | | | | field, enter | +| | | | | the number of | +| | | | | devices and | +| | | | | click Add | +| | | | | Device. The | +| | | | | quantity of 1 | +| | | | | is the default. | +| | | | | The device you | +| | | | | selected | +| | | | | appears in the | +| | | | | Selected | +| | | | | devices cart. | +| | | | | Selected | +| | | | | Devices - | +| | | | | Screenshot | +| | | | | When all | +| | | | | devices are | +| | | | | added, select | +| | | | | Review Quote. | +| | | | | Review Quote - | +| | | | | Screenshot A | +| | | | | summary page | +| | | | | displays. | +| | | | | Review for | +| | | | | accuracy. Make | +| | | | | adjustments to | +| | | | | the trade-in | +| | | | | quote, such as | +| | | | | devices or | +| | | | | quantities on | +| | | | | this page. | +| | | | | Quote Summary - | +| | | | | Screenshot If | +| | | | | all information | +| | | | | is correct: | +| | | | | In the | +| | | | | appropriate | +| | | | | field (if not | +| | | | | already), enter | +| | | | | their company | +| | | | | name. Select | +| | | | | Generate. | +| | | | | Generate - | +| | | | | ScreenshotA | +| | | | | quote summary | +| | | | | and number | +| | | | | generate. Quote | +| | | | | Summary - | +| | | | | Screenshot | +| | | | | Click Add | +| | | | | Customer | +| | | | | Information. | +| | | | | Review the | +| | | | | auto-populated | +| | | | | Primary contact | +| | | | | information | +| | | | | fields with | +| | | | | your customer | +| | | | | and enter any | +| | | | | missing | +| | | | | information: | +| | | | | Customer Email | +| | | | | Address Source: | +| | | | | Content: . | +| | | | | Confirm this | +| | | | | email address | +| | | | | to ensure they | +| | | | | receive the | +| | | | | quote. BAN | +| | | | | FANCustomer | +| | | | | Information - | +| | | | | Screenshot 10 | +| | | | | Prior to | +| | | | | submitting, | +| | | | | cover their | +| | | | | next steps to | +| | | | | properly | +| | | | | prepare devices | +| | | | | for trade-in. | +| | | | | If they're | +| | | | | upgrading and | +| | | | | receiving new | +| | | | | devices, as | +| | | | | well as trading | +| | | | | in devices, | +| | | | | they must use | +| | | | | the unique | +| | | | | shipping | +| | | | | materials and | +| | | | | labels from the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program to ship | +| | | | | their trade-in | +| | | | | devices back. | +| | | | | They should not | +| | | | | use the label | +| | | | | included with | +| | | | | their new | +| | | | | device. Using | +| | | | | the return | +| | | | | label that | +| | | | | arrives with | +| | | | | the new device | +| | | | | causes the | +| | | | | trade-in device | +| | | | | to return to | +| | | | | the wrong | +| | | | | warehouse and | +| | | | | prevents them | +| | | | | from receiving | +| | | | | credit.Suggeste | +| | | | | d Verbiage: | +| | | | | You'll receive | +| | | | | an email | +| | | | | shortly giving | +| | | | | you | +| | | | | instructions to | +| | | | | log into AT&T | +| | | | | Business Trade- | +| | | | | In to review | +| | | | | and accept the | +| | | | | quote I've | +| | | | | created for | +| | | | | you. Once you | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions, | +| | | | | you'll receive | +| | | | | customized | +| | | | | shipping | +| | | | | materials to | +| | | | | the address you | +| | | | | provide within | +| | | | | 5-7 business | +| | | | | days. Use only | +| | | | | these materials | +| | | | | to return | +| | | | | devices to | +| | | | | ensure accurate | +| | | | | tracking of | +| | | | | your trade-ins. | +| | | | | The shipping | +| | | | | materials | +| | | | | include | +| | | | | everything | +| | | | | you'll need to | +| | | | | send in your | +| | | | | devices | +| | | | | including | +| | | | | boxes, | +| | | | | cardboard | +| | | | | dividers, | +| | | | | sleeves to | +| | | | | protect the | +| | | | | phones, and | +| | | | | prepaid UPS | +| | | | | return labels. | +| | | | | You'll also | +| | | | | receive | +| | | | | valuable | +| | | | | information | +| | | | | about: How | +| | | | | to turn off | +| | | | | activation | +| | | | | locks prior to | +| | | | | shipping | +| | | | | devices How to | +| | | | | update the | +| | | | | quote 11 | +| | | | | Select Submit | +| | | | | to Customer and | +| | | | | a pop-up | +| | | | | displays. | +| | | | | Acknowledgement | +| | | | | - Screenshot | +| | | | | 12 Select Send | +| | | | | Quote to | +| | | | | proceed and | +| | | | | submit the | +| | | | | quote for their | +| | | | | review. Upon | +| | | | | submission, | +| | | | | they receive | +| | | | | the quote sent | +| | | | | to the email | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. The | +| | | | | email includes | +| | | | | the details of | +| | | | | their trade-in | +| | | | | quote, such as: | +| | | | | Instructions on | +| | | | | accessing the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | via links | +| | | | | within their | +| | | | | Premier account | +| | | | | Quote #/$ Value | +| | | | | /Expiration | +| | | | | Date 14 If | +| | | | | your customer | +| | | | | calls with | +| | | | | questions about | +| | | | | their quote, | +| | | | | status of their | +| | | | | shipping | +| | | | | materials, | +| | | | | receipt of | +| | | | | their devices, | +| | | | | or trade-in | +| | | | | credit, warm | +| | | | | transfer them | +| | | | | to the AT&T | +| | | | | Business Trade- | +| | | | | In Support Team | +| | | | | available at | +| | | | | 866.993.5800 | +| | | | | (Monday-Friday, | +| | | | | 9 a.m. - 5 p.m. | +| | | | | CT) or via | +| | | | | email at suppor | +| | | | | t@attbusinesstr | +| | | | | adein.com. | +| | | | | Accept/Edit the | +| | | | | Quote | +| | | | | Instructions to | +| | | | | access the | +| | | | | quote are | +| | | | | emailed to | +| | | | | customers using | +| | | | | the email | +| | | | | address they | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. To | +| | | | | accept or edit | +| | | | | the trade-in | +| | | | | quote, they | +| | | | | access the link | +| | | | | to their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool through | +| | | | | their Premier | +| | | | | account. | +| | | | | Within Premier, | +| | | | | they can access | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In link | +| | | | | (labeled Trade- | +| | | | | In Program) 2 | +| | | | | ways: | +| | | | | Premier Online | +| | | | | Care: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Premier Online | +| | | | | Sales: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Heads Up: | +| | | | | Customers that | +| | | | | have been | +| | | | | migrated to | +| | | | | myatt.com will | +| | | | | need to access | +| | | | | the link to | +| | | | | their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | included in the | +| | | | | email or use ww | +| | | | | w.attbusinesstr | +| | | | | adein.com. | +| | | | | After selecting | +| | | | | Trade-In | +| | | | | Program, from | +| | | | | the homepage | +| | | | | they select | +| | | | | Manage Quotes. | +| | | | | Manage Quotes - | +| | | | | Screenshot Now | +| | | | | they can select | +| | | | | the quote you | +| | | | | created for | +| | | | | them by | +| | | | | clicking the | +| | | | | quote number. | +| | | | | Quotes - | +| | | | | Screenshot | +| | | | | Click the Add | +| | | | | Contact | +| | | | | Information | +| | | | | button. Once | +| | | | | selected: | +| | | | | They can edit | +| | | | | the make, | +| | | | | model, and | +| | | | | quantity of | +| | | | | devices prior | +| | | | | to accepting | +| | | | | it. Effective | +| | | | | April 7, 20019, | +| | | | | AT&T Business | +| | | | | Trade-In will | +| | | | | provide 2 | +| | | | | options for | +| | | | | customers to | +| | | | | receive prepaid | +| | | | | shipping labels | +| | | | | for their | +| | | | | locations to | +| | | | | return devices. | +| | | | | Customers | +| | | | | select one of | +| | | | | the options | +| | | | | when accepting | +| | | | | their trade-in | +| | | | | quote. | +| | | | | Option 1: Link | +| | | | | provided for | +| | | | | location(s) to | +| | | | | print prepaid | +| | | | | labels and use | +| | | | | their own | +| | | | | shipping | +| | | | | materials (link | +| | | | | available | +| | | | | immediately). | +| | | | | Option 2: AT&T | +| | | | | Business Trade- | +| | | | | In sends | +| | | | | prepaid labels | +| | | | | and free | +| | | | | shipping | +| | | | | materials to | +| | | | | locations | +| | | | | (materials | +| | | | | arrive in 5 – 7 | +| | | | | days). The | +| | | | | customer | +| | | | | accepts the | +| | | | | T&Cs and | +| | | | | receive an | +| | | | | email | +| | | | | confirmation | +| | | | | with: | +| | | | | Information | +| | | | | about shipping | +| | | | | materials - | +| | | | | Including link | +| | | | | to print labels | +| | | | | if they | +| | | | | selected that | +| | | | | option. Steps | +| | | | | to ensure | +| | | | | smooth | +| | | | | processing. | +| | | | | Explanation of | +| | | | | the processing | +| | | | | and credit | +| | | | | process. AT&T | +| | | | | Business Trade- | +| | | | | In Processing | +| | | | | Center Receives | +| | | | | Devices The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Processing | +| | | | | Center confirms | +| | | | | actual trade-in | +| | | | | value based on | +| | | | | device | +| | | | | conditions. | +| | | | | Does the device | +| | | | | power on and | +| | | | | off? Has the | +| | | | | Activation Lock | +| | | | | been disabled | +| | | | | (Find my | +| | | | | iPhone-FMiP)? | +| | | | | Is the device | +| | | | | functioning | +| | | | | correctly and | +| | | | | intact, free of | +| | | | | any chips, | +| | | | | cracks, | +| | | | | bruised/dead | +| | | | | pixels, or | +| | | | | burn-in? | +| | | | | Source: | +| | | | | Content: -mail | +| | | | | which contains | +| | | | | link to prepaid | +| | | | | shipping label. | +| | | | | ¶ Users also | +| | | | | have the | +| | | | | ability to | +| | | | | educate | +| | | | | customers of | +| | | | | the potential | +| | | | | trade-in value | +| | | | | of their device | +| | | | | by entering the | +| | | | | make and model | +| | | | | of their | +| | | | | current | +| | | | | device.¶ This | +| | | | | step is not | +| | | | | required to | +| | | | | proceed but | +| | | | | will help to | +| | | | | level set | +| | | | | promotional | +| | | | | eligibility.¶ | +| | | | | The trade-in | +| | | | | promo opt-in is | +| | | | | at the order | +| | | | | level.¶ ¶ The | +| | | | | line level | +| | | | | promo is | +| | | | | displayed on | +| | | | | the ‘Review | +| | | | | Order’ page. | +| | | | | Customer can | +| | | | | have different | +| | | | | trade-in | +| | | | | promotions in | +| | | | | the same order | +| | | | | based on each | +| | | | | line’s | +| | | | | qualifying | +| | | | | purchases. | +| | | | | Seller must | +| | | | | enter the | +| | | | | customer email | +| | | | | address | +| | | | | Customers will | +| | | | | be sent an | +| | | | | email regarding | +| | | | | the promotion | +| | | | | once the | +| | | | | eligible device | +| | | | | ships.¶ Again, | +| | | | | If the customer | +| | | | | is NOT opt’ d | +| | | | | into the | +| | | | | promotion they | +| | | | | will NOT | +| | | | | receive the | +| | | | | Trade-In | +| | | | | promotion | +| | | | | e-mail which | +| | | | | contains link | +| | | | | to prepaid | +| | | | | shipping label. | +| | | | | ¶ Do NOT use | +| | | | | the Trade-In | +| | | | | tool for any | +| | | | | customer taking | +| | | | | advantage of | +| | | | | promotional | +| | | | | Trade-In Offer. | +| | | | | Once the device | +| | | | | ships the | +| | | | | customer will | +| | | | | receive the | +| | | | | following email | +| | | | | that will | +| | | | | provide the | +| | | | | customer a link | +| | | | | to print their | +| | | | | own prepaid | +| | | | | self-service | +| | | | | shipping label. | +| | | | | Example can be | +| | | | | found below.¶ | +| | | | | ¶ This email | +| | | | | can take | +| | | | | approx. 3 | +| | | | | business days | +| | | | | from the time | +| | | | | that the device | +| | | | | ships. The | +| | | | | email also | +| | | | | allows the | +| | | | | customer to | +| | | | | review the T&Cs | +| | | | | of the trade-in | +| | | | | promo by | +| | | | | clicking ‘offer | +| | | | | details’. | +| | | | | Customers can | +| | | | | also contact | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | in customer | +| | | | | service to | +| | | | | request | +| | | | | physical | +| | | | | shipping | +| | | | | material. Once | +| | | | | the devices are | +| | | | | returned, they | +| | | | | are processed | +| | | | | to determine | +| | | | | promotion | +| | | | | eligibility.¶ | +| | | | | If the | +| | | | | processed | +| | | | | device does NOT | +| | | | | meet the | +| | | | | minimum Trade- | +| | | | | In device | +| | | | | value, the | +| | | | | customer will | +| | | | | not receive | +| | | | | promotional | +| | | | | installment | +| | | | | credits. ¶ If | +| | | | | all eligibility | +| | | | | criteria is met | +| | | | | the customer | +| | | | | can expect | +| | | | | their | +| | | | | installment | +| | | | | credits to be | +| | | | | applied and | +| | | | | appear within 3 | +| | | | | billing cycles. | +| | | | | ¶ ¶ Note: | +| | | | | Customer should | +| | | | | not at any time | +| | | | | use the BRE | +| | | | | label included | +| | | | | in the new | +| | | | | device box to | +| | | | | ship their | +| | | | | Trade-In | +| | | | | devices back. ¶ | +| | | | | ¶ If the BRE | +| | | | | label is | +| | | | | utilized the | +| | | | | customer will | +| | | | | NOT receive the | +| | | | | promotional | +| | | | | installment | +| | | | | credits.¶ What | +| | | | | the Customer | +| | | | | Can Expect¶ ¶ | +| | | | | Process begins | +| | | | | when the | +| | | | | Customer’s | +| | | | | order ships. | +| | | | | Not when it is | +| | | | | ordered. If a | +| | | | | customer has no | +| | | | | other | +| | | | | promotions | +| | | | | beyond the | +| | | | | Trade-in, they | +| | | | | will receive a | +| | | | | welcome email | +| | | | | from donotreply | +| | | | | @ATT.TradeIn- | +| | | | | Program.com in | +| | | | | 1-2 days.¶ | +| | | | | This email is | +| | | | | generated by an | +| | | | | automated | +| | | | | process and | +| | | | | includes a link | +| | | | | that allows the | +| | | | | customer to | +| | | | | print their own | +| | | | | return label ¶ | +| | | | | However¶ ¶ If | +| | | | | the customer | +| | | | | has multiple | +| | | | | promotions | +| | | | | stacked on the | +| | | | | order a manual | +| | | | | process is used | +| | | | | to generate the | +| | | | | welcome email | +| | | | | from, donotrepl | +| | | | | y@ATT.TradeIn- | +| | | | | Program.com and | +| | | | | it can take | +| | | | | 7-10 days for | +| | | | | the welcome | +| | | | | email to | +| | | | | arrive.¶ ¶ | +| | | | | Due to lack of | +| | | | | automation the | +| | | | | customer will | +| | | | | also be getting | +| | | | | a return label | +| | | | | shipped to them | +| | | | | - the process | +| | | | | can take an | +| | | | | additional 7-10 | +| | | | | days depending | +| | | | | on the speed of | +| | | | | the postal | +| | | | | service¶ | +| | | | | Customers need | +| | | | | to save the | +| | | | | tracking | +| | | | | numbers on | +| | | | | their return | +| | | | | labels, AT&T | +| | | | | has no way to | +| | | | | retrieve them | +| | | | | for the | +| | | | | customer.¶ ¶ | +| | | | | Once customer | +| | | | | have their | +| | | | | shipping | +| | | | | material | +| | | | | (either printed | +| | | | | out or sent to | +| | | | | them by mail) | +| | | | | they may return | +| | | | | their devices – | +| | | | | The customer | +| | | | | controls the | +| | | | | timeline on | +| | | | | this. Trade-in | +| | | | | travels to | +| | | | | AT&T’s trade-in | +| | | | | warehouse - Up | +| | | | | to a week | +| | | | | depending on | +| | | | | the postal | +| | | | | service When | +| | | | | the Package | +| | | | | arrives at the | +| | | | | AT&T Trade in | +| | | | | Center it is | +| | | | | scanned in.¶ | +| | | | | That scan | +| | | | | generates a | +| | | | | second email to | +| | | | | the customer | +| | | | | letting the | +| | | | | customer know | +| | | | | the device has | +| | | | | arrived at AT&T | +| | | | | and is being | +| | | | | assessed ¶ | +| | | | | Assessment | +| | | | | takes 7-10 | +| | | | | days. Once a | +| | | | | week a report | +| | | | | is sent to AT&T | +| | | | | for processing | +| | | | | – Every 7 days | +| | | | | AT&T Manually | +| | | | | formats the | +| | | | | report and | +| | | | | scrubs for | +| | | | | errors. – 7 | +| | | | | Days AT&T runs | +| | | | | scripting that | +| | | | | confirms or | +| | | | | denies | +| | | | | eligibility – 1 | +| | | | | day Credits | +| | | | | begin in 1 -2 | +| | | | | Bill cycles. | +| | | | | Most Accounts | +| | | | | will see | +| | | | | credits begin | +| | | | | within 3 | +| | | | | billing cycles | +| | | | | Wrong Label | +| | | | | (BRE) Used to | +| | | | | Return Trade-In | +| | | | | Device Check in | +| | | | | AIR/Order Track | +| | | | | to confirm if | +| | | | | device was | +| | | | | received to the | +| | | | | warehouse.¶ ¶ | +| | | | | In AIR, enter | +| | | | | the RMA number | +| | | | | listed as an | +| | | | | invoice | +| | | | | number.¶ ¶ | +| | | | | You can look up | +| | | | | the RMA number | +| | | | | that generated | +| | | | | during the | +| | | | | original order | +| | | | | in Order | +| | | | | Track.If the | +| | | | | RMA number | +| | | | | displays a | +| | | | | device in AIR, | +| | | | | the customer | +| | | | | has used the | +| | | | | BRE label | +| | | | | instead of the | +| | | | | return label.¶ | +| | | | | If device was | +| | | | | received by the | +| | | | | incorrect | +| | | | | warehouse, | +| | | | | create an | +| | | | | Clarify Urgent | +| | | | | Case to engage | +| | | | | the ICU team. | +| | | | | Include:¶ | +| | | | | CTN(s) needing | +| | | | | creditsName of | +| | | | | the | +| | | | | promotionM&P | +| | | | | IDCredit amount | +| | | | | anticipatedOrde | +| | | | | r numberAny | +| | | | | other relevant | +| | | | | information¶ | +| | | | | Source: | +| | | | | Content: 7 | +| | | | | Plus. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 9/2/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above, | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | September 1st | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 9/2/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the devices | +| | | | | impacted, will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 8/5/22 Select | +| | | | | device trade-in | +| | | | | values (TIV) | +| | | | | changed from | +| | | | | $35 to $5 and | +| | | | | will be | +| | | | | ineligible as | +| | | | | qualifying | +| | | | | trade-ins. | +| | | | | Trade-in | +| | | | | devices | +| | | | | impacted: | +| | | | | Nord100, Asus | +| | | | | Rog Phone2, | +| | | | | OnePlus 6T, | +| | | | | Razer 2, Google | +| | | | | Pixel 3, 3a, | +| | | | | 3XL, 3a XL, LG | +| | | | | K92, Moto One | +| | | | | Ace 5G. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 8/5/22 and | +| | | | | return to | +| | | | | trade-in one | +| | | | | of the devices | +| | | | | listed above | +| | | | | will get the | +| | | | | offer credits, | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | August 4th | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 8/5/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the impacted | +| | | | | devices will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 4/22/22 the | +| | | | | Samsung A13 5G | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $100 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade-in. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | before 4/22/22 | +| | | | | and trade-in a | +| | | | | Samsung A13 5G | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. ¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | issue the $5 | +| | | | | TIV to the | +| | | | | customer. A | +| | | | | radio button | +| | | | | for the offer | +| | | | | will not | +| | | | | display due to | +| | | | | the TIV being | +| | | | | below the | +| | | | | requirements. | +| | | | | The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after | +| | | | | 4/22/22 and | +| | | | | trade-in a | +| | | | | Samsung A13 5G | +| | | | | will only | +| | | | | receive $5 TIV | +| | | | | and will not be | +| | | | | eligible for | +| | | | | the offer. | +| | | | | Credit Details | +| | | | | ¶ Must be a | +| | | | | new line, or | +| | | | | upgrade. | +| | | | | Customer has 30 | +| | | | | days from | +| | | | | activation date | +| | | | | to perform | +| | | | | their trade | +| | | | | in.Customers | +| | | | | with Free | +| | | | | Shipping may | +| | | | | have a delay in | +| | | | | receiving their | +| | | | | smartphones due | +| | | | | to inventory | +| | | | | constraints. | +| | | | | Please note 30 | +| | | | | days from | +| | | | | activation date | +| | | | | could be | +| | | | | different from | +| | | | | purchase date | +| | | | | (due to above s | +| | | | | cenario).Custom | +| | | | | er may qualify | +| | | | | for multiple | +| | | | | monthly bill | +| | | | | credits | +| | | | | smartphone | +| | | | | offers for each | +| | | | | qualifying new | +| | | | | purchase | +| | | | | w/qualifying | +| | | | | trade-in; limit | +| | | | | on number of | +| | | | | lines eligible | +| | | | | will depends on | +| | | | | customer’s | +| | | | | credit | +| | | | | eligibility | +| | | | | (BAU).Eligible | +| | | | | smartphones | +| | | | | must be | +| | | | | purchased on | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan. ¶ | +| | | | | Includes 0% | +| | | | | down or down | +| | | | | payment. ¶ | +| | | | | Down payment | +| | | | | does not | +| | | | | impact/change | +| | | | | monthly credit | +| | | | | amount outlined | +| | | | | by offer. ¶ If | +| | | | | buying on the | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up, customer is | +| | | | | responsible and | +| | | | | will not | +| | | | | receive any | +| | | | | credits for an | +| | | | | additional | +| | | | | $6/mo. for the | +| | | | | Next Up upgrade | +| | | | | feature.¶ | +| | | | | Note: Customers | +| | | | | enrolled on an | +| | | | | active AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up at $5/mo. | +| | | | | are not | +| | | | | impacted by the | +| | | | | rate increase | +| | | | | effective | +| | | | | 7.14.22.Future | +| | | | | device | +| | | | | purchases on an | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up will be | +| | | | | impacted and | +| | | | | will reflect | +| | | | | the new Next Up | +| | | | | feature charge | +| | | | | of $6/mo. ¶ ¶ | +| | | | | If line is | +| | | | | disconnected | +| | | | | early, customer | +| | | | | responsible for | +| | | | | remaining | +| | | | | amount owed on | +| | | | | the installment | +| | | | | agreement.Line | +| | | | | must remain | +| | | | | active & in | +| | | | | good standing | +| | | | | throughout the | +| | | | | entirety of the | +| | | | | offer for all | +| | | | | credits to be | +| | | | | applied.CLN/CPO | +| | | | | excluded.Taxes | +| | | | | on full retail | +| | | | | price are due | +| | | | | at point of | +| | | | | sale.If the | +| | | | | discounted | +| | | | | phone is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill | +| | | | | credit.Free | +| | | | | Shipping, | +| | | | | backorders, and | +| | | | | port delays are | +| | | | | eligible if the | +| | | | | number(s) is | +| | | | | reserved while | +| | | | | the offer is in | +| | | | | effect.Winbacks | +| | | | | are treated as | +| | | | | an existing | +| | | | | customer. (a | +| | | | | Winback | +| | | | | requires a | +| | | | | customer to | +| | | | | port their | +| | | | | number back to | +| | | | | AT&T within 59 | +| | | | | days of leaving | +| | | | | AT&T.)A | +| | | | | conversion from | +| | | | | Prepaid/Cricket | +| | | | | is treated like | +| | | | | an existing | +| | | | | wireless | +| | | | | customer and | +| | | | | not a new | +| | | | | wireless gross | +| | | | | add.¶ How the | +| | | | | Credit Works ¶ | +| | | | | Customers will | +| | | | | receive the | +| | | | | bill credit of | +| | | | | offer if:¶ | +| | | | | Activating new | +| | | | | line or upgrade | +| | | | | existing line | +| | | | | and purchasing | +| | | | | an eligible | +| | | | | smartphone on | +| | | | | AT&T | +| | | | | installment | +| | | | | Source: | +| | | | | Content: Device | +| | | | | Troubleshooting | +| | | | | ¶ Before | +| | | | | attempting to | +| | | | | Exchange | +| | | | | Equipment, | +| | | | | determine why | +| | | | | the customer | +| | | | | would like to | +| | | | | return the | +| | | | | equipment. If | +| | | | | there is a | +| | | | | problem with | +| | | | | the equipment, | +| | | | | attempt to | +| | | | | resolve using | +| | | | | the | +| | | | | troubleshooting | +| | | | | pages below:¶ | +| | | | | Billing Issue | +| | | | | (BILog) and | +| | | | | Device Issue | +| | | | | (DI) Logs / | +| | | | | Software | +| | | | | UpdatesDevice | +| | | | | Troubleshooting | +| | | | | Policy - BCSS ¶ | +| | | | | ¶ Device | +| | | | | Eligibility | +| | | | | Use Order | +| | | | | Track, rather | +| | | | | than the | +| | | | | biller, to | +| | | | | determine the | +| | | | | number of days | +| | | | | since the | +| | | | | equipment was | +| | | | | shipped or | +| | | | | purchased in | +| | | | | store. ¶ This | +| | | | | is based on the | +| | | | | number of | +| | | | | calendar days. | +| | | | | DF Orders: Day | +| | | | | one is the | +| | | | | third day after | +| | | | | the device was | +| | | | | shipped. | +| | | | | Purchased at a | +| | | | | retail | +| | | | | location: Day | +| | | | | one is the day | +| | | | | after the | +| | | | | customer | +| | | | | purchased the | +| | | | | device. | +| | | | | Example: If the | +| | | | | customer | +| | | | | purchases the | +| | | | | device cash and | +| | | | | carry at 8:30 | +| | | | | p.m. on | +| | | | | September 24, | +| | | | | the next day is | +| | | | | considered day | +| | | | | one. The CRU | +| | | | | FAN customer | +| | | | | has until the | +| | | | | end of October | +| | | | | 24, while the | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customer would | +| | | | | have until the | +| | | | | end of October | +| | | | | 8 to return the | +| | | | | device in-store | +| | | | | or initiate a | +| | | | | return by | +| | | | | mail.See the | +| | | | | AT&T Mobility | +| | | | | Return Policy. | +| | | | | The eligibility | +| | | | | criteria below | +| | | | | may not reflect | +| | | | | the return | +| | | | | policies of | +| | | | | National | +| | | | | Retailers of | +| | | | | AT&T. ¶ ¶ | +| | | | | EligibleNot Eli | +| | | | | gibleEquipment | +| | | | | must be:¶ In | +| | | | | like-new | +| | | | | condition with | +| | | | | no physical or | +| | | | | liquid damage | +| | | | | (includes AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment from | +| | | | | wireless.att.co | +| | | | | m and direct- | +| | | | | fulfillment | +| | | | | orders)In the | +| | | | | original | +| | | | | packaging* | +| | | | | accompanied | +| | | | | with a receipt: | +| | | | | ¶ Original | +| | | | | packaging may | +| | | | | have the UPC | +| | | | | code cut from | +| | | | | the box for | +| | | | | rebate | +| | | | | purposes.If | +| | | | | only the | +| | | | | manufacturer's | +| | | | | box is absent, | +| | | | | all original | +| | | | | contents can be | +| | | | | returned in | +| | | | | another box.¶ | +| | | | | A device that | +| | | | | was an out-of- | +| | | | | box failure | +| | | | | (OBF)¶ One | +| | | | | equipment | +| | | | | exchange within | +| | | | | 30 days of | +| | | | | original order | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU. | +| | | | | Exceptions:¶ ¶ | +| | | | | Closeout | +| | | | | pricing device | +| | | | | that was out- | +| | | | | of-the box | +| | | | | failure or dead | +| | | | | on arrival | +| | | | | (DOA).Allow | +| | | | | customers with | +| | | | | a disability | +| | | | | multiple | +| | | | | exchanges to | +| | | | | ensure their | +| | | | | equipment | +| | | | | selection meets | +| | | | | their needs.If | +| | | | | the exchange | +| | | | | request is due | +| | | | | to a | +| | | | | manufacturer | +| | | | | defect within | +| | | | | the first 30 | +| | | | | days of | +| | | | | purchase for | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU, | +| | | | | multiple | +| | | | | exchanges are | +| | | | | allowed with | +| | | | | manager | +| | | | | approval and | +| | | | | notation on the | +| | | | | account.¶ ¶ | +| | | | | Equipment | +| | | | | that:¶ Has | +| | | | | physical or | +| | | | | liquid | +| | | | | damage.Is not | +| | | | | AT&T-branded.¶ | +| | | | | Gift and | +| | | | | Ringtone | +| | | | | cardsSIM | +| | | | | cardsIncomplete | +| | | | | device kits, | +| | | | | unless | +| | | | | delivered to | +| | | | | customer | +| | | | | incomplete | +| | | | | Equipment is | +| | | | | Lost or | +| | | | | StolenEquipment | +| | | | | received via | +| | | | | Mobile Insuranc | +| | | | | eEquipment sold | +| | | | | at the closeout | +| | | | | price* ¶ ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile | +| | | | | Insurance for | +| | | | | non-iPhone devi | +| | | | | ces.Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing¶ ¶ | +| | | | | *Closeout | +| | | | | Pricing Policy¶ | +| | | | | ¶ Equipment | +| | | | | sold at the | +| | | | | closeout price | +| | | | | is considered | +| | | | | final. | +| | | | | Customers | +| | | | | purchasing a | +| | | | | device sold at | +| | | | | closeout | +| | | | | pricing are not | +| | | | | eligible to | +| | | | | exchange for a | +| | | | | different | +| | | | | device except | +| | | | | dead on arrival | +| | | | | (DOA) or OBF. | +| | | | | Closeout | +| | | | | equipment can | +| | | | | be returned if | +| | | | | the service is | +| | | | | being | +| | | | | cancelled, for | +| | | | | new | +| | | | | activations, or | +| | | | | if an existing | +| | | | | customer wishes | +| | | | | to return to | +| | | | | their previous | +| | | | | or COAM | +| | | | | device.¶ | +| | | | | Exchange | +| | | | | Ineligible The | +| | | | | equipment is | +| | | | | outside the | +| | | | | return period | +| | | | | or Not Eligible | +| | | | | to return. | +| | | | | Provide these | +| | | | | options: ¶ | +| | | | | Check to see if | +| | | | | the device is | +| | | | | eligible for a | +| | | | | warranty | +| | | | | exchange. | +| | | | | Choose the | +| | | | | correct link | +| | | | | for your | +| | | | | group:¶ BCSS: | +| | | | | Device Warranty | +| | | | | Exchange | +| | | | | Process - | +| | | | | ATS/MTS RLM: | +| | | | | See the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | article for | +| | | | | your group. ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile Insu | +| | | | | rance.Purchase | +| | | | | a phone at no- | +| | | | | commitment | +| | | | | pricing.¶ | +| | | | | Exchange | +| | | | | Eligible For | +| | | | | Apple-related | +| | | | | issues from a | +| | | | | direct- | +| | | | | fulfillment | +| | | | | customer: ¶ | +| | | | | Ask the | +| | | | | customer if the | +| | | | | shrink wrap or | +| | | | | box is damaged. | +| | | | | ¶ If the | +| | | | | shrink wrap or | +| | | | | box is damaged, | +| | | | | the issue is | +| | | | | with shipping, | +| | | | | not the | +| | | | | manufacturer. | +| | | | | Advise the | +| | | | | customer to | +| | | | | contact the | +| | | | | shipping agent. | +| | | | | If the device | +| | | | | is dead-on- | +| | | | | arrival (DOA) | +| | | | | or otherwise | +| | | | | contains a | +| | | | | manufacturer's | +| | | | | defect, refer | +| | | | | the customer to | +| | | | | Apple Customer | +| | | | | Care. ¶ For | +| | | | | non-Apple | +| | | | | equipment | +| | | | | issues, proceed | +| | | | | with the | +| | | | | exchange | +| | | | | process. What | +| | | | | the Customer | +| | | | | Needs to Know: | +| | | | | ¶ ¶ Shipping | +| | | | | Expectations ¶ | +| | | | | ¶ | +| | | | | Standard/second | +| | | | | day ($9.95) | +| | | | | U.S. delivery P | +| | | | | riority/overnig | +| | | | | ht ($14.95) | +| | | | | U.S. delivery: | +| | | | | ¶ Orders | +| | | | | placed after 5 | +| | | | | p.m. ET ship | +| | | | | the following | +| | | | | day. If S&H | +| | | | | charge applies, | +| | | | | advise the | +| | | | | customer of the | +| | | | | fee.If you need | +| | | | | additional | +| | | | | details, review | +| | | | | Shipping Rules | +| | | | | and Guidelines | +| | | | | ¶ ¶ Device | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 33 | [] | How many | For some | Content: . ¶ | +| | | billing | promotions, | Remain active | +| | | cycles do | credits can | and in good | +| | | the credits | take from 1 | standing on | +| | | take to | to 3 billing | wireless | +| | | apply? | cycles to | installment | +| | | | apply | agreements for | +| | | | (Source: | the duration of | +| | | | context). | the installment | +| | | | However, it | term.Monthly | +| | | | is important | recurring bill | +| | | | to validate | credit can take | +| | | | the | from 1 to 3 | +| | | | eligibility | billing | +| | | | criteria | cycles.Customer | +| | | | before | is responsible | +| | | | submitting | for payments | +| | | | an | until bill | +| | | | escalation | credit is | +| | | | (Source: | issued.Will | +| | | | context). | receive the | +| | | | | first credit | +| | | | | equal to the | +| | | | | number of | +| | | | | payments | +| | | | | already | +| | | | | paid.For | +| | | | | automated | +| | | | | orders, monthly | +| | | | | credits | +| | | | | typically begin | +| | | | | on 1st bill, | +| | | | | for manual | +| | | | | (Data Driven) | +| | | | | orders, credits | +| | | | | will begin | +| | | | | within 3 | +| | | | | bills.If | +| | | | | credits start | +| | | | | on 2nd to 3rd | +| | | | | bill. Customer | +| | | | | must pay | +| | | | | his/her bill in | +| | | | | full until the | +| | | | | credits start | +| | | | | to apply in up | +| | | | | to 3 bill | +| | | | | cycles.Late | +| | | | | fees may apply | +| | | | | when bills are | +| | | | | unpaid.Customer | +| | | | | must pay | +| | | | | installments | +| | | | | until | +| | | | | then.Initially, | +| | | | | customers may | +| | | | | receive | +| | | | | multiple | +| | | | | credits at | +| | | | | onset to bring | +| | | | | them current. | +| | | | | For example, | +| | | | | when validation | +| | | | | is confirmed, | +| | | | | if the customer | +| | | | | has had two or | +| | | | | three | +| | | | | installment | +| | | | | charges, she | +| | | | | will receive | +| | | | | two or three | +| | | | | credits on one | +| | | | | bill to resolve | +| | | | | the past | +| | | | | installment | +| | | | | charges.All | +| | | | | credits after | +| | | | | the initial | +| | | | | application are | +| | | | | individual | +| | | | | monthly credits | +| | | | | based on Max | +| | | | | Bill Credit | +| | | | | outlined | +| | | | | above.If the | +| | | | | discounted | +| | | | | phone is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill credit.If | +| | | | | customer | +| | | | | purchases more | +| | | | | expensive | +| | | | | devices or | +| | | | | higher memory | +| | | | | variants, they | +| | | | | will still only | +| | | | | receive max | +| | | | | bill credit | +| | | | | based on OEM | +| | | | | device purchase | +| | | | | .Account | +| | | | | documentation | +| | | | | will be added | +| | | | | at the back | +| | | | | end; sellers do | +| | | | | not need to | +| | | | | apply.¶ | +| | | | | Cancellations & | +| | | | | Suspensions ¶ | +| | | | | Voluntary | +| | | | | suspensions | +| | | | | will pause the | +| | | | | credit until | +| | | | | the customer’s | +| | | | | line becomes | +| | | | | active again.If | +| | | | | line is | +| | | | | cancelled, | +| | | | | credits will | +| | | | | cease; customer | +| | | | | is responsible | +| | | | | for the | +| | | | | remaining | +| | | | | balance of the | +| | | | | installment | +| | | | | plan in this | +| | | | | scenario.¶ | +| | | | | Exchanges & | +| | | | | Returns ¶ | +| | | | | Credits move to | +| | | | | the new device | +| | | | | when exchanged | +| | | | | for an eligible | +| | | | | phone.If | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | participates in | +| | | | | the promo (so | +| | | | | they don’t | +| | | | | receive their | +| | | | | Value upfront | +| | | | | and instead | +| | | | | qualify for | +| | | | | monthly | +| | | | | credits), but | +| | | | | they are within | +| | | | | their 30-day | +| | | | | period and want | +| | | | | to exchange to | +| | | | | a qualified | +| | | | | device = Promo | +| | | | | Monthly bill | +| | | | | credits | +| | | | | transferCredits | +| | | | | stop when | +| | | | | exchange is | +| | | | | made from an | +| | | | | eligible phone | +| | | | | to ineligible | +| | | | | phone/device.If | +| | | | | phone is | +| | | | | returned and | +| | | | | there is no | +| | | | | Next or EIP | +| | | | | installment on | +| | | | | the line, | +| | | | | customer will | +| | | | | not receive | +| | | | | credits.¶ | +| | | | | Price | +| | | | | Protection & | +| | | | | BRE Price | +| | | | | Protection¶ | +| | | | | All trade-ins | +| | | | | are final. | +| | | | | There is not a | +| | | | | price | +| | | | | protection | +| | | | | period for | +| | | | | trade-in | +| | | | | devices. Once | +| | | | | value has been | +| | | | | issued/given | +| | | | | for a trade-in | +| | | | | device where | +| | | | | credit has been | +| | | | | issued, it is | +| | | | | final. | +| | | | | Customers have | +| | | | | up to 30 days | +| | | | | to cancel their | +| | | | | smartphone | +| | | | | purchase. Acti | +| | | | | vations/Upgrade | +| | | | | s with a trade- | +| | | | | in that | +| | | | | occurred 30 | +| | | | | days prior to | +| | | | | offer start | +| | | | | date can | +| | | | | qualify to | +| | | | | receive the | +| | | | | offer on a | +| | | | | reactive basis. | +| | | | | Price | +| | | | | Protection | +| | | | | escalations | +| | | | | must be | +| | | | | submitted | +| | | | | within 60 days | +| | | | | of promo start | +| | | | | date. Activati | +| | | | | ons/Upgrades | +| | | | | that happen | +| | | | | after offer end | +| | | | | date (due to | +| | | | | port-in | +| | | | | failures, free | +| | | | | shipping | +| | | | | delays, and so | +| | | | | on) will be | +| | | | | honored | +| | | | | reactively. | +| | | | | Qualifying | +| | | | | purchases made | +| | | | | in the 30 days | +| | | | | before an offer | +| | | | | started can be | +| | | | | recognized by | +| | | | | submitting a | +| | | | | Price | +| | | | | Protection | +| | | | | escalation. | +| | | | | BRE for Trade- | +| | | | | In Device¶ ¶ | +| | | | | All trade-ins | +| | | | | are final (once | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | AT&T can’t give | +| | | | | back the traded | +| | | | | in phone). | +| | | | | There is not a | +| | | | | price | +| | | | | protection | +| | | | | period for the | +| | | | | trade-in | +| | | | | devices. Once | +| | | | | value has been | +| | | | | issued/given | +| | | | | for a trade-in | +| | | | | device where | +| | | | | credit has been | +| | | | | issued, it is | +| | | | | final. If | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | participates in | +| | | | | the promo (so | +| | | | | they don’t | +| | | | | receive their | +| | | | | Value upfront | +| | | | | and instead | +| | | | | qualify for | +| | | | | monthly | +| | | | | credits) but | +| | | | | they are within | +| | | | | their 30-day | +| | | | | period and want | +| | | | | to exchange to | +| | | | | a non-qualified | +| | | | | device, AT&T | +| | | | | will mail | +| | | | | customer their | +| | | | | value reward | +| | | | | card. If the | +| | | | | customer | +| | | | | returns & | +| | | | | cancels their | +| | | | | purchase, or if | +| | | | | their trade-in | +| | | | | does not meet | +| | | | | minimum value | +| | | | | after | +| | | | | inspection: ¶ | +| | | | | A one-time bill | +| | | | | credit for the | +| | | | | standard trade- | +| | | | | in value is | +| | | | | applied to the | +| | | | | customer's | +| | | | | account.Notes | +| | | | | will be added | +| | | | | to the account | +| | | | | with the | +| | | | | ineligible | +| | | | | reason.¶ BRE | +| | | | | for Purchase | +| | | | | Device¶ ¶ All | +| | | | | trade-ins are | +| | | | | final (once | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | AT&T can’t give | +| | | | | back the traded | +| | | | | in phone). | +| | | | | Protection and | +| | | | | BRE are not the | +| | | | | same. | +| | | | | Customers have | +| | | | | up to 30 days | +| | | | | after purchase | +| | | | | to return or | +| | | | | exchange | +| | | | | devices. | +| | | | | Trade-ins are | +| | | | | final; | +| | | | | escalations are | +| | | | | managed on a | +| | | | | case-by-case | +| | | | | basis under the | +| | | | | manager | +| | | | | discretion | +| | | | | rules. | +| | | | | Customers who | +| | | | | purchase | +| | | | | eligible | +| | | | | devices during | +| | | | | the active | +| | | | | offer dates who | +| | | | | then make | +| | | | | exchanges | +| | | | | within their | +| | | | | 30-day BRE are | +| | | | | still | +| | | | | recognized for | +| | | | | the offer, even | +| | | | | if the BRE | +| | | | | exchange occurs | +| | | | | after the offer | +| | | | | end date. (No | +| | | | | additional | +| | | | | action is | +| | | | | required from | +| | | | | the seller/repr | +| | | | | esentative) 30 | +| | | | | Days for CRU. | +| | | | | Exclusions¶ ¶ | +| | | | | CRU and | +| | | | | FirstNet Agency | +| | | | | Paid, Extended | +| | | | | Primary, | +| | | | | FirstNet | +| | | | | Subscriber will | +| | | | | NOT be subject | +| | | | | to Source: | +| | | | | Content: ¶ | +| | | | | Initially, | +| | | | | customers may | +| | | | | receive | +| | | | | multiple | +| | | | | credits at | +| | | | | onset to bring | +| | | | | them current. | +| | | | | For example, | +| | | | | when validation | +| | | | | is confirmed, | +| | | | | if the customer | +| | | | | has had two or | +| | | | | three | +| | | | | installment | +| | | | | charges, she | +| | | | | will receive | +| | | | | two or three | +| | | | | credits on one | +| | | | | bill to resolve | +| | | | | the past | +| | | | | installment | +| | | | | charges. All | +| | | | | credits after | +| | | | | the initial | +| | | | | application are | +| | | | | individual | +| | | | | monthly | +| | | | | creditsBoth the | +| | | | | "BO line" & the | +| | | | | "GO line" must | +| | | | | remain active & | +| | | | | in good- | +| | | | | standing | +| | | | | throughout the | +| | | | | entirety of the | +| | | | | offer for all | +| | | | | credits to be | +| | | | | applied¶ If | +| | | | | the | +| | | | | Free/discounted | +| | | | | device is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill credit. | +| | | | | Amounts are | +| | | | | shown in above | +| | | | | chart.¶ If | +| | | | | customer | +| | | | | purchases more | +| | | | | expensive | +| | | | | devices or | +| | | | | higher memory | +| | | | | variants, she | +| | | | | will still only | +| | | | | receive max | +| | | | | bill credit | +| | | | | based on OEM | +| | | | | device | +| | | | | purchase.¶ | +| | | | | Account | +| | | | | documentation | +| | | | | will be added | +| | | | | at the back | +| | | | | end; sellers do | +| | | | | not need to | +| | | | | applyAccount | +| | | | | note will be | +| | | | | placed on eligi | +| | | | | ble/qualified | +| | | | | wireless line | +| | | | | at the | +| | | | | subscriber | +| | | | | levelBoth the | +| | | | | "BO line" & the | +| | | | | "GO line" must | +| | | | | remain active & | +| | | | | in good- | +| | | | | standing | +| | | | | throughout the | +| | | | | entirety of the | +| | | | | offer for all | +| | | | | credits to be | +| | | | | applied¶ ¶ ¶ | +| | | | | Back to Top¶ | +| | | | | Cancellations | +| | | | | and Suspensions | +| | | | | ¶ Voluntary | +| | | | | suspensions | +| | | | | will pause the | +| | | | | credit until | +| | | | | the customer's | +| | | | | line becomes | +| | | | | active again. | +| | | | | If line is | +| | | | | cancelled, | +| | | | | credits will | +| | | | | cease; customer | +| | | | | is responsible | +| | | | | for the | +| | | | | remaining | +| | | | | balance of the | +| | | | | installment | +| | | | | plan in this | +| | | | | scenario.¶ ¶ | +| | | | | Back to Top¶ | +| | | | | Price | +| | | | | Protection/BRE | +| | | | | ¶ CRU Mobility | +| | | | | customers have | +| | | | | up to 30 days | +| | | | | after purchase | +| | | | | to | +| | | | | cancel.Credit | +| | | | | will be honored | +| | | | | reactively for | +| | | | | purchases made | +| | | | | prior to start | +| | | | | of the offer, | +| | | | | which is 30 day | +| | | | | s.Activations | +| | | | | that happen | +| | | | | after offer end | +| | | | | date (due to | +| | | | | port-in | +| | | | | failures, DF | +| | | | | delays, etc.) | +| | | | | will be honored | +| | | | | reactively.¶ ¶ | +| | | | | Back to Top¶ E | +| | | | | xchanges/Return | +| | | | | s ¶ Credits | +| | | | | move to the new | +| | | | | device when | +| | | | | exchanged for | +| | | | | an eligible | +| | | | | device (under | +| | | | | offer requireme | +| | | | | nts)Credits | +| | | | | stop when | +| | | | | exchange is | +| | | | | made from an | +| | | | | eligible device | +| | | | | to ineligible | +| | | | | deviceIf device | +| | | | | is returned and | +| | | | | there is no | +| | | | | installment | +| | | | | plan on the | +| | | | | line, customer | +| | | | | will not | +| | | | | receive | +| | | | | credits.¶ ¶ | +| | | | | Back to Top¶ | +| | | | | Pay Up/Pay Off | +| | | | | If upgrade or | +| | | | | pay up/off | +| | | | | agreement | +| | | | | early, your | +| | | | | credits may | +| | | | | cease. | +| | | | | Transfer of | +| | | | | Billing | +| | | | | Responsibility | +| | | | | (ToBR) ¶ For | +| | | | | ToBRs within | +| | | | | the first 30 | +| | | | | days:¶ ¶ In | +| | | | | order to | +| | | | | qualify for | +| | | | | offer credits: | +| | | | | Both the BO | +| | | | | line & GO line | +| | | | | must be on the | +| | | | | same account ¶ | +| | | | | ¶ For ToBRs | +| | | | | after first 30 | +| | | | | days:¶ ¶ BO | +| | | | | Line ToBR: The | +| | | | | BO line must | +| | | | | remain active | +| | | | | on the separate | +| | | | | account in | +| | | | | order for the | +| | | | | GO line to | +| | | | | continue | +| | | | | receiving | +| | | | | creditsGO Line | +| | | | | ToBR: The GO | +| | | | | line credits | +| | | | | will move with | +| | | | | the installment | +| | | | | agreement as | +| | | | | long as the BO | +| | | | | & GO lines both | +| | | | | remain active.¶ | +| | | | | ¶ Back to Top¶ | +| | | | | Troubleshooting | +| | | | | and Escalations | +| | | | | Read the | +| | | | | questions below | +| | | | | to identify if | +| | | | | the customer | +| | | | | qualifies for | +| | | | | an escalation | +| | | | | credit.¶ ¶ | +| | | | | Was the device | +| | | | | purchased | +| | | | | within the | +| | | | | promotional | +| | | | | period?¶ ¶ | +| | | | | Use available | +| | | | | tools/systems, | +| | | | | such as Order | +| | | | | Track, to | +| | | | | confirm the | +| | | | | taken date of | +| | | | | the order (the | +| | | | | date the order | +| | | | | was received in | +| | | | | Order Track).If | +| | | | | not, did the | +| | | | | customer | +| | | | | purchase the | +| | | | | device during | +| | | | | the BRE period | +| | | | | leading up to | +| | | | | the promotion?¶ | +| | | | | Is the device a | +| | | | | new line of | +| | | | | service? Is | +| | | | | the device:¶ | +| | | | | On the eligible | +| | | | | SKUs list?On an | +| | | | | AT&T | +| | | | | Installment | +| | | | | with Next Up, | +| | | | | AT&T | +| | | | | Installment | +| | | | | plan, or EIP | +| | | | | (CRU) | +| | | | | agreement?On an | +| | | | | active line?On | +| | | | | an eligible | +| | | | | voice/data | +| | | | | plan?¶ Is the | +| | | | | account in good | +| | | | | standing? If | +| | | | | the answer to | +| | | | | any of the | +| | | | | questions above | +| | | | | is no:¶ ¶ | +| | | | | Educate the | +| | | | | customer on the | +| | | | | requirements to | +| | | | | receive the | +| | | | | offer to | +| | | | | explain why the | +| | | | | account does | +| | | | | not meet the | +| | | | | qualifications | +| | | | | of the | +| | | | | promotion. | +| | | | | Help the | +| | | | | customer | +| | | | | understand the | +| | | | | reason for | +| | | | | charges on | +| | | | | their account. | +| | | | | Review the CSS | +| | | | | with the | +| | | | | customer. | +| | | | | Demonstrate | +| | | | | ownership of | +| | | | | billing and | +| | | | | adjustment | +| | | | | inquiries by | +| | | | | sustaining | +| | | | | accurate | +| | | | | charges and | +| | | | | applying proper | +| | | | | adjustments | +| | | | | when | +| | | | | appropriate.¶ | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to credit | +| | | | | the charges.¶ | +| | | | | If the answer | +| | | | | to all of the | +| | | | | questions above | +| | | | | is yes:¶ ¶ | +| | | | | All parameters | +| | | | | met, yet | +| | | | | credits have | +| | | | | not started and | +| | | | | three bills | +| | | | | have printed. | +| | | | | The customer | +| | | | | purchased in | +| | | | | the BRE period | +| | | | | before the | +| | | | | promotion began | +| | | | | (all other | +| | | | | parameters | +| | | | | met). Internal | +| | | | | BMC: Contact | +| | | | | Team Lead All | +| | | | | other BCSS: ¶ | +| | | | | Escalate to | +| | | | | your manager | +| | | | | for further | +| | | | | routing; | +| | | | | manager submits | +| | | | | the escalation | +| | | | | in a Submitting | +| | | | | BOGO Credit | +| | | | | Fallout - | +| | | | | Managers | +| | | | | Only.For | +| | | | | details, see | +| | | | | BOGO Credit | +| | | | | Fallout | +| | | | | Handling - CRU | +| | | | | - BCSS.¶ | +| | | | | Source: | +| | | | | Content: | +| | | | | invoice within | +| | | | | 1-2 billing | +| | | | | cycles.  | +| | | | | ClarifyLite | +| | | | | users: | +| | | | | ClarifyLite | +| | | | | displays the | +| | | | | status as | +| | | | | Failed in red | +| | | | | letters when | +| | | | | transactions do | +| | | | | not process. | +| | | | | The | +| | | | | transactions | +| | | | | are re- | +| | | | | attempted by | +| | | | | ClarifyLite. | +| | | | | Do not re- | +| | | | | submit | +| | | | | adjustments in | +| | | | | ClarifyLite or | +| | | | | Telegence when | +| | | | | you see a | +| | | | | failed | +| | | | | transaction. | +| | | | | ClarifyLite | +| | | | | automatically | +| | | | | corrects or | +| | | | | resubmits the | +| | | | | adjustment. | +| | | | | Case number & | +| | | | | expected | +| | | | | resolution date | +| | | | | were not | +| | | | | provided: | +| | | | | Adjustment has | +| | | | | been applied to | +| | | | | the account. | +| | | | | Appears on the | +| | | | | invoice within | +| | | | | 1-2 bill | +| | | | | cycles. | +| | | | | Combined Bill: | +| | | | | Adjustments are | +| | | | | transferred to | +| | | | | the | +| | | | | wired account | +| | | | | after 5-7 | +| | | | | business days. | +| | | | | Adjustments of | +| | | | | pending charges | +| | | | | are included on | +| | | | | the next | +| | | | | invoice. | +| | | | | Suggested | +| | | | | Verbiage:  | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], I have | +| | | | | applied a net | +| | | | | adjustment for | +| | | | | the [ usage | +| | | | | charges, | +| | | | | international | +| | | | | roaming | +| | | | | charges] in the | +| | | | | amount of | +| | | | | [xx.xx]. The | +| | | | | adjustment will | +| | | | | appear on your | +| | | | | invoice within | +| | | | | 1-2 bill | +| | | | | cycles.  | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], I have | +| | | | | applied a net | +| | | | | adjustment for | +| | | | | the [usage | +| | | | | charges, | +| | | | | international | +| | | | | roaming | +| | | | | charges] in the | +| | | | | amount of | +| | | | | [xx.xx]. The | +| | | | | adjustment will | +| | | | | be transferred | +| | | | | to your wired | +| | | | | account within | +| | | | | 5-7 business | +| | | | | days and will | +| | | | | appear on your | +| | | | | next invoice.  | +| | | | | Balance | +| | | | | Transfer, | +| | | | | DirectBill, or | +| | | | | Write-Off | +| | | | | Adjustments | +| | | | | 1 In Clarify, | +| | | | | select Submit | +| | | | | Adjustment. The | +| | | | | Request Info | +| | | | | tab populates. | +| | | | | 2 From the | +| | | | | Dispute/Adj. | +| | | | | Type drop-down, | +| | | | | select the | +| | | | | option that | +| | | | | matches the | +| | | | | adjustment type | +| | | | | you are issuing | +| | | | | (Balance | +| | | | | Transfer, | +| | | | | DirectBill, or | +| | | | | Write-Off). | +| | | | | 3 Check the | +| | | | | Enter Exact | +| | | | | Adjustment | +| | | | | Amount box. | +| | | | | 4 Customer | +| | | | | Dispute box | +| | | | | must be check | +| | | | | for all | +| | | | | adjustments | +| | | | | over SOD or | +| | | | | sent to CART. | +| | | | | Collection | +| | | | | activity stops | +| | | | | until case | +| | | | | closure. | +| | | | | Disputed amount | +| | | | | is not included | +| | | | | in auto- | +| | | | | payments taken | +| | | | | before the case | +| | | | | is resolved. | +| | | | | If the credit | +| | | | | request is | +| | | | | rejected, the | +| | | | | next invoice | +| | | | | reflects a past | +| | | | | due amount. | +| | | | | Late fee | +| | | | | disputes for | +| | | | | past due | +| | | | | amounts are at | +| | | | | your | +| | | | | discretion. | +| | | | | Classify as an | +| | | | | efficiency | +| | | | | adjustment. | +| | | | | Category | +| | | | | Definition | +| | | | | Examples | +| | | | | Checked | +| | | | | Customer is | +| | | | | questioning a | +| | | | | specific charge | +| | | | | on their bill.  | +| | | | | Disputes | +| | | | | MRC/overage | +| | | | | charges and | +| | | | | requests and | +| | | | | adjustment. | +| | | | | Disputes | +| | | | | activation fees | +| | | | | and requests an | +| | | | | adjustment. | +| | | | | Unchecked | +| | | | | Customer is not | +| | | | | questioning a | +| | | | | specific charge | +| | | | | on their bill | +| | | | | Customer calls | +| | | | | to discuss | +| | | | | their rate plan | +| | | | | and the | +| | | | | representative | +| | | | | rerates and | +| | | | | provides a | +| | | | | proactive | +| | | | | credit. | +| | | | | Credits to | +| | | | | pending charges | +| | | | | Goodwill | +| | | | | adjustments | +| | | | | Proactive | +| | | | | credits by | +| | | | | offline teams | +| | | | | 5 Select the | +| | | | | appropriate | +| | | | | Product Type: | +| | | | | Mobility: | +| | | | | Standard | +| | | | | requests not | +| | | | | related to ASC | +| | | | | products AMS - | +| | | | | Advanced | +| | | | | Mobility | +| | | | | Solutions: BM | +| | | | | IoT and CART | +| | | | | only. Use to | +| | | | | process | +| | | | | adjustments for | +| | | | | products on the | +| | | | | AS Product List | +| | | | | and Transfers. | +| | | | | 6 Select the | +| | | | | Category and | +| | | | | Sub-Category | +| | | | | matching the | +| | | | | credit that is | +| | | | | being applied. | +| | | | | Example: | +| | | | | Crediting a | +| | | | | data rate plan, | +| | | | | select the MRC | +| | | | | and Fees | +| | | | | category and | +| | | | | the Rate Plan | +| | | | | Charge - Data | +| | | | | sub-Category. | +| | | | | Multiple | +| | | | | adjustments: | +| | | | | Select the | +| | | | | category with | +| | | | | the largest | +| | | | | adjustment | +| | | | | impact. Refer | +| | | | | to Adjustment C | +| | | | | ategories secti | +| | | | | on if needed. | +| | | | | 7 Select the | +| | | | | correct | +| | | | | Adjustment | +| | | | | Classification. | +| | | | | Correct Charge: | +| | | | | Result of an | +| | | | | AT&T error | +| | | | | reported within | +| | | | | 6 months of the | +| | | | | disputed | +| | | | | invoice. If | +| | | | | multiple | +| | | | | invoices are | +| | | | | impacted, the | +| | | | | oldest must be | +| | | | | within the6 | +| | | | | month period. | +| | | | | Custom | +| | | | | contracts may | +| | | | | extend the | +| | | | | dispute period | +| | | | | and must have | +| | | | | notes in ROME | +| | | | | stating the | +| | | | | revised dispute | +| | | | | period. | +| | | | | Examples - | +| | | | | Incorrect rate | +| | | | | plan | +| | | | | provisioned, | +| | | | | contractual fee | +| | | | | waivers, and so | +| | | | | on. | +| | | | | Efficiency: | +| | | | | Non-AT&T error | +| | | | | adjustments | +| | | | | based on an | +| | | | | unverifiable | +| | | | | customer claim, | +| | | | | customer misund | +| | | | | erstanding, | +| | | | | customer error, | +| | | | | or one-time goo | +| | | | | dwill.Adjustmen | +| | | | | ts that are the | +| | | | | result of an | +| | | | | AT&T error that | +| | | | | were not | +| | | | | reported within | +| | | | | 6 months of | +| | | | | when the issue | +| | | | | first started. | +| | | | | Examples - | +| | | | | Goodwill | +| | | | | adjustment, | +| | | | | prorated charge | +| | | | | adjustment due | +| | | | | to misunderstan | +| | | | | ding, Source: | +| | | | | Content: What I | +| | | | | Need to Know ¶ | +| | | | | Validate | +| | | | | eligibility | +| | | | | criteria before | +| | | | | submitting an | +| | | | | escalation.¶ ¶ | +| | | | | Device(s) | +| | | | | purchased | +| | | | | within the | +| | | | | promotion | +| | | | | period.At least | +| | | | | 3 billing | +| | | | | cycles passed | +| | | | | since the purch | +| | | | | ase.Account/CTN | +| | | | | in good | +| | | | | standingIf | +| | | | | DIRECTV/U-verse | +| | | | | TV Requirement: | +| | | | | BCSS does not | +| | | | | have visibility | +| | | | | to validate; | +| | | | | ask if they | +| | | | | have active or | +| | | | | new TV service. | +| | | | | If yes, | +| | | | | submit.¶ | +| | | | | Submitting the | +| | | | | Escalation ¶ | +| | | | | Submit an | +| | | | | escalation if:¶ | +| | | | | ¶ All | +| | | | | parameters met | +| | | | | but credits | +| | | | | haven't | +| | | | | started, and 3 | +| | | | | bills have prin | +| | | | | ted.Customer:¶ | +| | | | | Was placed on | +| | | | | an incorrect | +| | | | | AT&T Next | +| | | | | installment | +| | | | | plan (all other | +| | | | | parameters | +| | | | | met).Purchased | +| | | | | in the buyer's | +| | | | | remorse (BRE) | +| | | | | period before | +| | | | | start of | +| | | | | promotion (all | +| | | | | other | +| | | | | parameters | +| | | | | met).System | +| | | | | issues | +| | | | | prevented the | +| | | | | transaction | +| | | | | from occurring | +| | | | | in the | +| | | | | promotion time | +| | | | | frame.¶ Use | +| | | | | the Missing | +| | | | | Promotional | +| | | | | Credit option | +| | | | | within ICU Case | +| | | | | Builder in the | +| | | | | Link Center to | +| | | | | send all the | +| | | | | required | +| | | | | information to | +| | | | | your manager or | +| | | | | team lead.¶ | +| | | | | Use the backup | +| | | | | manager field | +| | | | | to send to the | +| | | | | email of the | +| | | | | team lead.¶ | +| | | | | Business | +| | | | | Promotion | +| | | | | Support Team | +| | | | | works to ensure | +| | | | | the credits | +| | | | | apply on the | +| | | | | following bill | +| | | | | cycle.¶ Set | +| | | | | Expectations ¶ | +| | | | | ¶ ¶ Request | +| | | | | will be | +| | | | | reviewed to | +| | | | | identify the | +| | | | | root cause of | +| | | | | the credit | +| | | | | issue.Requests | +| | | | | are submitted | +| | | | | in weekly | +| | | | | batches.Service | +| | | | | Level Agreement | +| | | | | (SLA) is 3-4 | +| | | | | weeks.Due to | +| | | | | the timing of | +| | | | | bills, credits | +| | | | | may appear on | +| | | | | the second bill | +| | | | | after | +| | | | | submission.¶ | +| | | | | Call Escalation | +| | | | | Paths ¶ ¶ ¶ | +| | | | | BMC Internal: | +| | | | | Contact your | +| | | | | team lead.All | +| | | | | other groups: | +| | | | | Escalate to | +| | | | | your manager | +| | | | | for further | +| | | | | routing.¶ ¶ | +| | | | | ¶ ¶ ¶ Source: | +| | | | | Content: Here's | +| | | | | How it Works | +| | | | | ACT Closing | +| | | | | Credits | +| | | | | Provide a | +| | | | | dollar amount | +| | | | | reduction to | +| | | | | the total line | +| | | | | of service | +| | | | | charges with a | +| | | | | qualified | +| | | | | activation. | +| | | | | CTN must be | +| | | | | activated | +| | | | | during the ACT | +| | | | | Envelope Credit | +| | | | | effective | +| | | | | dates. Customer | +| | | | | must wait 4 | +| | | | | billing cycles | +| | | | | for credits to | +| | | | | appear.  Only | +| | | | | a Direct Seller | +| | | | | may offer ACT. | +| | | | | Examples of ACT | +| | | | | Envelope | +| | | | | Credits | +| | | | | include: $50 | +| | | | | /$100/$150/$200 | +| | | | | credit with a | +| | | | | new Smartphone | +| | | | | activation. | +| | | | | $25/$50 credit | +| | | | | with a new | +| | | | | Feature Phone | +| | | | | activation. | +| | | | | After 4 billing | +| | | | | cycles, if | +| | | | | credits are not | +| | | | | applied follow | +| | | | | AT&T Closing | +| | | | | Tool (ACT) & | +| | | | | Retention | +| | | | | Closing Tool | +| | | | | (RCT) | +| | | | | Enhancements | +| | | | | ** Must be | +| | | | | requested by | +| | | | | AT&T Business | +| | | | | Sales when | +| | | | | supporting | +| | | | | Retail and only | +| | | | | requested when | +| | | | | the CSE is | +| | | | | involved in | +| | | | | closing a sale. | +| | | | | Equipment | +| | | | | Discounts | +| | | | | Contracted | +| | | | | equipment | +| | | | | discounts are | +| | | | | applied at the | +| | | | | point of sale | +| | | | | (for example, | +| | | | | BME or retail) | +| | | | | according to | +| | | | | each company's | +| | | | | profile | +| | | | | equipment | +| | | | | instructions | +| | | | | listed in FaST. | +| | | | | Only the point | +| | | | | of sale may | +| | | | | apply to this | +| | | | | type of | +| | | | | discount. | +| | | | | MRC Modifier | +| | | | | Credits | +| | | | | Provide a | +| | | | | dollar amount | +| | | | | to reduce from | +| | | | | a specific MRC | +| | | | | charge each | +| | | | | billing cycle. | +| | | | | Controlled by | +| | | | | Offer Elements | +| | | | | in ROME/FaST. | +| | | | | On the bill, | +| | | | | the credits | +| | | | | appear | +| | | | | immediately | +| | | | | following the | +| | | | | adjusted | +| | | | | charge. | +| | | | | Prorating rules | +| | | | | apply. | +| | | | | Customer must | +| | | | | be on a | +| | | | | qualifying FAN | +| | | | | and meet the | +| | | | | conditions of | +| | | | | the Offer | +| | | | | Element. CTN | +| | | | | must be active | +| | | | | in order to | +| | | | | receive the | +| | | | | credit. | +| | | | | National | +| | | | | Account Credits | +| | | | | Reduce the | +| | | | | total amount | +| | | | | due on an | +| | | | | account by a | +| | | | | set dollar | +| | | | | amount. If the | +| | | | | credit is | +| | | | | larger than the | +| | | | | amount due in a | +| | | | | given month, | +| | | | | the remaining | +| | | | | credit is | +| | | | | applied to the | +| | | | | next billing | +| | | | | cycle. It may | +| | | | | take up to 2 | +| | | | | billing cycles | +| | | | | to appear on | +| | | | | the billing | +| | | | | statement. | +| | | | | During the | +| | | | | Unification | +| | | | | process, | +| | | | | National | +| | | | | Account Credit | +| | | | | balances can | +| | | | | take up to 3 | +| | | | | billing cycles | +| | | | | to appear on | +| | | | | the billing | +| | | | | statement. | +| | | | | Complete a | +| | | | | Clarify case if | +| | | | | the following | +| | | | | apply: MRC | +| | | | | Modifier is on | +| | | | | the agreement | +| | | | | yet not | +| | | | | appearing on | +| | | | | the Foundation | +| | | | | Account Number | +| | | | | (FAN) Note: | +| | | | | MRC Modifiers | +| | | | | will not apply | +| | | | | if Rate Plans | +| | | | | were backdated | +| | | | | on the | +| | | | | account.  | +| | | | | National | +| | | | | Account | +| | | | | Discount (FAN | +| | | | | Discounts) | +| | | | | Processed by | +| | | | | applying the | +| | | | | contracted | +| | | | | service | +| | | | | discount | +| | | | | percent to | +| | | | | monthly | +| | | | | qualifying | +| | | | | charges | +| | | | | according to | +| | | | | the company's | +| | | | | chosen discount | +| | | | | distribution | +| | | | | method: End- | +| | | | | User Credit | +| | | | | Company Check | +| | | | | Consolidated | +| | | | | Invoice Credit | +| | | | | (CI) | +| | | | | Calculated on | +| | | | | the amount | +| | | | | remaining after | +| | | | | the MRC | +| | | | | Modifiers have | +| | | | | been | +| | | | | subtracted. | +| | | | | Discount only | +| | | | | applies to | +| | | | | future bill | +| | | | | cycles and | +| | | | | cannot be | +| | | | | backdated. | +| | | | | Telegence | +| | | | | applies | +| | | | | discounts to | +| | | | | qualifying | +| | | | | charges in | +| | | | | order from | +| | | | | highest charge | +| | | | | to lowest when | +| | | | | calculating | +| | | | | discounts. | +| | | | | Telegence-Based | +| | | | | Discounts | +| | | | | Provide a | +| | | | | dollar amount | +| | | | | to be reduced | +| | | | | from a specific | +| | | | | MRC charge each | +| | | | | billing cycle | +| | | | | and appear | +| | | | | immediately | +| | | | | following the | +| | | | | charge being | +| | | | | adjusted. | +| | | | | Examples of | +| | | | | Telegence-based | +| | | | | discounts | +| | | | | include, but | +| | | | | are not limited | +| | | | | to: AutoPay | +| | | | | discount | +| | | | | Mobile Select | +| | | | | discount | +| | | | | Troubleshooting | +| | | | | Resources AT&T | +| | | | | Closing Tool | +| | | | | (ACT) Credit | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | Equipment | +| | | | | Discount | +| | | | | Inquiry MRC | +| | | | | Modifier Credit | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | National | +| | | | | Account Credit | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | National | +| | | | | Account | +| | | | | Discount | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | Telegence-Based | +| | | | | Discount | +| | | | | Inquiries | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 34 | [] | If AT&T | I don't | Content: | +| | | doesn't | know. | upgrade | +| | | accept a | | eligibility is | +| | | specific | | reset and the | +| | | device once | | equipment is | +| | | it is | | refunded when | +| | | received, do | | the device is | +| | | they ship it | | received at the | +| | | back at no | | warehouse. | +| | | cost? | | Once received, | +| | | | | the equipment | +| | | | | refund is | +| | | | | processed to | +| | | | | the original | +| | | | | payment method | +| | | | | (taxes | +| | | | | included) | +| | | | | within 15 | +| | | | | business days: | +| | | | | This includes | +| | | | | any AT&T | +| | | | | installment | +| | | | | plan fees or | +| | | | | down payments. | +| | | | | It may take 1-2 | +| | | | | billing cycles | +| | | | | for the refund | +| | | | | to reflect on | +| | | | | the customer's | +| | | | | credit card | +| | | | | statement  | +| | | | | Credit card | +| | | | | refunds can be | +| | | | | processed for | +| | | | | up to six | +| | | | | months even if | +| | | | | the credit card | +| | | | | has been | +| | | | | cancelled. All | +| | | | | devices | +| | | | | (excluding DOA) | +| | | | | purchased | +| | | | | through AT&T | +| | | | | that are | +| | | | | returned during | +| | | | | the buyer's | +| | | | | remorse period | +| | | | | are charged a | +| | | | | restocking fee, | +| | | | | except in | +| | | | | states where | +| | | | | prohibited: | +| | | | | For updated | +| | | | | information on | +| | | | | fees, see | +| | | | | the AT&T | +| | | | | Mobility Return | +| | | | | Policy. | +| | | | | Accessories | +| | | | | priced at $100 | +| | | | | and over are | +| | | | | charged a | +| | | | | restocking fee | +| | | | | of 10% of the | +| | | | | sales price. | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to: | +| | | | | iPhone or iPad, | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return period | +| | | | | Devices | +| | | | | returned due to | +| | | | | a defect (DOA) | +| | | | | Determine the | +| | | | | Sales channel | +| | | | | where the | +| | | | | customer | +| | | | | activated servi | +| | | | | ce/purchased | +| | | | | equipment. Use | +| | | | | the Store | +| | | | | Locator to | +| | | | | determine the | +| | | | | type of retail | +| | | | | store.  Retail, | +| | | | | Authorized | +| | | | | Retail, | +| | | | | National | +| | | | | Dealer, | +| | | | | National | +| | | | | Retailer | +| | | | | customers | +| | | | | return | +| | | | | equipment at | +| | | | | their original | +| | | | | place of | +| | | | | purchase and | +| | | | | may be subject | +| | | | | to their | +| | | | | retailer’s | +| | | | | specific return | +| | | | | policies. For | +| | | | | orders to | +| | | | | determine the | +| | | | | Sales channel: | +| | | | | Find the YODA | +| | | | | Location ID in | +| | | | | Order Track, or | +| | | | | in the account | +| | | | | notes. Hover | +| | | | | over Order | +| | | | | Track and | +| | | | | select DF | +| | | | | Orders. Enter | +| | | | | the CTN and | +| | | | | click Search. | +| | | | | Use the Quick | +| | | | | Reference list | +| | | | | below or access | +| | | | | the YODA ID | +| | | | | Detail . Use | +| | | | | Ctrl+F to | +| | | | | search for the | +| | | | | YODA Location | +| | | | | ID. Quick | +| | | | | Reference V500 | +| | | | | = Mobility | +| | | | | Customer | +| | | | | Service/Sales | +| | | | | and Service | +| | | | | (MCC/MSS) Q100 | +| | | | | = Customer | +| | | | | Lifecycle | +| | | | | Management | +| | | | | (CLM) Q400 = | +| | | | | Virtual Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales) N043 = | +| | | | | Wired (Home | +| | | | | Solutions) | +| | | | | K004, K006, | +| | | | | K014, K016, | +| | | | | K034, and K036 | +| | | | | = Online Back | +| | | | | Office - | +| | | | | att.com Web | +| | | | | site/Consumer | +| | | | | Digital | +| | | | | Experience | +| | | | | V002 = National | +| | | | | Center for | +| | | | | Customers with | +| | | | | Disabilities | +| | | | | (NCCD) 0INS = | +| | | | | Insurance 0RLM | +| | | | | = Warranty | +| | | | | Service Center | +| | | | | (WSC) PDLR = | +| | | | | Authorized | +| | | | | Retail K008, | +| | | | | K022, KP01 = | +| | | | | Premier Support | +| | | | | - Premier Web | +| | | | | Site N081 = | +| | | | | SIG CSE (AT&T | +| | | | | Signature | +| | | | | Program | +| | | | | Customer | +| | | | | Service) N065, | +| | | | | N066, and N097 | +| | | | | = BCSS Channels | +| | | | | (BMC and BME) | +| | | | | Q011 and Q015 = | +| | | | | Business | +| | | | | Telesales | +| | | | | (Virtual Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales) and | +| | | | | Small Business) | +| | | | | N11 = National | +| | | | | Retail | +| | | | | Customer Return | +| | | | | Options | +| | | | | Channel Notes | +| | | | | AT&T Retail | +| | | | | Credit card | +| | | | | purchases have | +| | | | | the option of | +| | | | | returning the | +| | | | | device at an | +| | | | | AT&T Retail | +| | | | | location or via | +| | | | | the mail. | +| | | | | Check FaST to | +| | | | | verify the | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail. Only | +| | | | | those listed as | +| | | | | the following | +| | | | | may make | +| | | | | transaction | +| | | | | requests at an | +| | | | | AT&T Retail | +| | | | | store location: | +| | | | |   AT&T | +| | | | | Signature | +| | | | | Program or | +| | | | | Small Business | +| | | | | (non-FAN) - | +| | | | | Only account | +| | | | | holders or | +| | | | | retail | +| | | | | authorized | +| | | | | users (RAU) may | +| | | | | request | +| | | | | transactions. | +| | | | | CRUs FAN-only | +| | | | | telecom | +| | | | | managers | +| | | | | (TCMs), or | +| | | | | authorized | +| | | | | order placers | +| | | | | (AOPs) may | +| | | | | request | +| | | | | transactions: | +| | | | | A Retail | +| | | | | Authorized | +| | | | | Users (RAUs) is | +| | | | | an end-user or | +| | | | | contact known | +| | | | | by the business | +| | | | | who is | +| | | | | specifically | +| | | | | indicated on | +| | | | | the BAN as | +| | | | | authorized to | +| | | | | request | +| | | | | transactions at | +| | | | | an AT&T Retail | +| | | | | store. | +| | | | | Eligible | +| | | | | customers who | +| | | | | opt to return | +| | | | | equipment at an | +| | | | | AT&T Retail | +| | | | | store must do | +| | | | | so within 30 | +| | | | | days of the | +| | | | | purchase date | +| | | | | for CRU and 14 | +| | | | | days for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU. | +| | | | | AT&T Retail | +| | | | | stores do not | +| | | | | carry AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment: | +| | | | | If exchanging | +| | | | | an AT&T | +| | | | | Certified | +| | | | | Restored device | +| | | | | at an AT&T | +| | | | | Retail | +| | | | | location, the | +| | | | | customer has to | +| | | | | pay the | +| | | | | difference in | +| | | | | price for a new | +| | | | | model. AT&T | +| | | | | Retail | +| | | | | locations do | +| | | | | not carry AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment; | +| | | | | however, | +| | | | | eligible iPhone | +| | | | | devices that | +| | | | | are AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment and | +| | | | | meet the above | +| | | | | criteria can be | +| | | | | exchanged for | +| | | | | another stocked | +| | | | | device. The | +| | | | | customer is | +| | | | | responsible for | +| | | | | any price | +| | | | | difference | +| | | | | between the | +| | | | | AT&T Certified | +| | | | | Restored device | +| | | | | and the device | +| | | | | they select. | +| | | | | In the mail | +| | | | | Credit card | +| | | | | purchases have | +| | | | | the option of | +| | | | | returning the | +| | | | | device at an | +| | | | | AT&T Retail | +| | | | | location or via | +| | | | | the mail. | +| | | | | Return Bill to | +| | | | | Mobile/Bill | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ ¶ | +| | | | | Contract | +| | | | | PricingSet | +| | | | | preliminary | +| | | | | order | +| | | | | expectations.¶ | +| | | | | Remind the | +| | | | | customer of | +| | | | | their contract | +| | | | | renewal and | +| | | | | ETF.¶ | +| | | | | Smartphones and | +| | | | | netbooks - $325 | +| | | | | with a $10 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.Standard | +| | | | | devices - $150 | +| | | | | with a $4 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.¶ | +| | | | | Customers who | +| | | | | ordered a | +| | | | | device that did | +| | | | | require an | +| | | | | email address | +| | | | | for T&Cs | +| | | | | acceptance must | +| | | | | accept T&Cs | +| | | | | sent to their | +| | | | | email address | +| | | | | provided before | +| | | | | their device | +| | | | | ships.Advise | +| | | | | the customer to | +| | | | | follow the | +| | | | | instructions in | +| | | | | the Quick Start | +| | | | | Guide included | +| | | | | in the box to | +| | | | | activate their | +| | | | | new equipment.C | +| | | | | redit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OPUS - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with | +| | | | | Source: | +| | | | | Content: Is the | +| | | | | battery | +| | | | | missing? Is | +| | | | | watch unpaired? | +| | | | | Devices can't | +| | | | | be returned to | +| | | | | a customer. | +| | | | | Any customer | +| | | | | data left on | +| | | | | the device is | +| | | | | removed through | +| | | | | a stringent | +| | | | | multi-step | +| | | | | process. | +| | | | | They're | +| | | | | credited at the | +| | | | | BAN-level. | +| | | | | Devices | +| | | | | credited after | +| | | | | arrival and | +| | | | | processing at | +| | | | | Processing | +| | | | | Center. AT&T | +| | | | | wireless BAN | +| | | | | credits aren't | +| | | | | delayed while | +| | | | | awaiting full | +| | | | | order receipt. | +| | | | | Multiple AT&T | +| | | | | wireless BAN | +| | | | | credits on a | +| | | | | unique Quote ID | +| | | | | are possible. | +| | | | | They receive | +| | | | | messages | +| | | | | throughout the | +| | | | | transaction | +| | | | | explaining the | +| | | | | possibility of | +| | | | | multiple | +| | | | | credits per | +| | | | | Quote ID, and | +| | | | | also have | +| | | | | access to | +| | | | | device-level | +| | | | | status at all | +| | | | | times through | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In tool. | +| | | | | Credit appears | +| | | | | on their AT&T | +| | | | | wireless | +| | | | | account, | +| | | | | usually within | +| | | | | 2 billing | +| | | | | cycles. Source: | +| | | | | Content: Device | +| | | | | Troubleshooting | +| | | | | ¶ Before | +| | | | | attempting to | +| | | | | Exchange | +| | | | | Equipment, | +| | | | | determine why | +| | | | | the customer | +| | | | | would like to | +| | | | | return the | +| | | | | equipment. If | +| | | | | there is a | +| | | | | problem with | +| | | | | the equipment, | +| | | | | attempt to | +| | | | | resolve using | +| | | | | the | +| | | | | troubleshooting | +| | | | | pages below:¶ | +| | | | | Billing Issue | +| | | | | (BILog) and | +| | | | | Device Issue | +| | | | | (DI) Logs / | +| | | | | Software | +| | | | | UpdatesDevice | +| | | | | Troubleshooting | +| | | | | Policy - BCSS ¶ | +| | | | | ¶ Device | +| | | | | Eligibility | +| | | | | Use Order | +| | | | | Track, rather | +| | | | | than the | +| | | | | biller, to | +| | | | | determine the | +| | | | | number of days | +| | | | | since the | +| | | | | equipment was | +| | | | | shipped or | +| | | | | purchased in | +| | | | | store. ¶ This | +| | | | | is based on the | +| | | | | number of | +| | | | | calendar days. | +| | | | | DF Orders: Day | +| | | | | one is the | +| | | | | third day after | +| | | | | the device was | +| | | | | shipped. | +| | | | | Purchased at a | +| | | | | retail | +| | | | | location: Day | +| | | | | one is the day | +| | | | | after the | +| | | | | customer | +| | | | | purchased the | +| | | | | device. | +| | | | | Example: If the | +| | | | | customer | +| | | | | purchases the | +| | | | | device cash and | +| | | | | carry at 8:30 | +| | | | | p.m. on | +| | | | | September 24, | +| | | | | the next day is | +| | | | | considered day | +| | | | | one. The CRU | +| | | | | FAN customer | +| | | | | has until the | +| | | | | end of October | +| | | | | 24, while the | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customer would | +| | | | | have until the | +| | | | | end of October | +| | | | | 8 to return the | +| | | | | device in-store | +| | | | | or initiate a | +| | | | | return by | +| | | | | mail.See the | +| | | | | AT&T Mobility | +| | | | | Return Policy. | +| | | | | The eligibility | +| | | | | criteria below | +| | | | | may not reflect | +| | | | | the return | +| | | | | policies of | +| | | | | National | +| | | | | Retailers of | +| | | | | AT&T. ¶ ¶ | +| | | | | EligibleNot Eli | +| | | | | gibleEquipment | +| | | | | must be:¶ In | +| | | | | like-new | +| | | | | condition with | +| | | | | no physical or | +| | | | | liquid damage | +| | | | | (includes AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment from | +| | | | | wireless.att.co | +| | | | | m and direct- | +| | | | | fulfillment | +| | | | | orders)In the | +| | | | | original | +| | | | | packaging* | +| | | | | accompanied | +| | | | | with a receipt: | +| | | | | ¶ Original | +| | | | | packaging may | +| | | | | have the UPC | +| | | | | code cut from | +| | | | | the box for | +| | | | | rebate | +| | | | | purposes.If | +| | | | | only the | +| | | | | manufacturer's | +| | | | | box is absent, | +| | | | | all original | +| | | | | contents can be | +| | | | | returned in | +| | | | | another box.¶ | +| | | | | A device that | +| | | | | was an out-of- | +| | | | | box failure | +| | | | | (OBF)¶ One | +| | | | | equipment | +| | | | | exchange within | +| | | | | 30 days of | +| | | | | original order | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU. | +| | | | | Exceptions:¶ ¶ | +| | | | | Closeout | +| | | | | pricing device | +| | | | | that was out- | +| | | | | of-the box | +| | | | | failure or dead | +| | | | | on arrival | +| | | | | (DOA).Allow | +| | | | | customers with | +| | | | | a disability | +| | | | | multiple | +| | | | | exchanges to | +| | | | | ensure their | +| | | | | equipment | +| | | | | selection meets | +| | | | | their needs.If | +| | | | | the exchange | +| | | | | request is due | +| | | | | to a | +| | | | | manufacturer | +| | | | | defect within | +| | | | | the first 30 | +| | | | | days of | +| | | | | purchase for | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU, | +| | | | | multiple | +| | | | | exchanges are | +| | | | | allowed with | +| | | | | manager | +| | | | | approval and | +| | | | | notation on the | +| | | | | account.¶ ¶ | +| | | | | Equipment | +| | | | | that:¶ Has | +| | | | | physical or | +| | | | | liquid | +| | | | | damage.Is not | +| | | | | AT&T-branded.¶ | +| | | | | Gift and | +| | | | | Ringtone | +| | | | | cardsSIM | +| | | | | cardsIncomplete | +| | | | | device kits, | +| | | | | unless | +| | | | | delivered to | +| | | | | customer | +| | | | | incomplete | +| | | | | Equipment is | +| | | | | Lost or | +| | | | | StolenEquipment | +| | | | | received via | +| | | | | Mobile Insuranc | +| | | | | eEquipment sold | +| | | | | at the closeout | +| | | | | price* ¶ ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile | +| | | | | Insurance for | +| | | | | non-iPhone devi | +| | | | | ces.Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing¶ ¶ | +| | | | | *Closeout | +| | | | | Pricing Policy¶ | +| | | | | ¶ Equipment | +| | | | | sold at the | +| | | | | closeout price | +| | | | | is considered | +| | | | | final. | +| | | | | Customers | +| | | | | purchasing a | +| | | | | device sold at | +| | | | | closeout | +| | | | | pricing are not | +| | | | | eligible to | +| | | | | exchange for a | +| | | | | different | +| | | | | device except | +| | | | | dead on arrival | +| | | | | (DOA) or OBF. | +| | | | | Closeout | +| | | | | equipment can | +| | | | | be returned if | +| | | | | the service is | +| | | | | being | +| | | | | cancelled, for | +| | | | | new | +| | | | | activations, or | +| | | | | if an existing | +| | | | | customer wishes | +| | | | | to return to | +| | | | | their previous | +| | | | | or COAM | +| | | | | device.¶ | +| | | | | Exchange | +| | | | | Ineligible The | +| | | | | equipment is | +| | | | | outside the | +| | | | | return period | +| | | | | or Not Eligible | +| | | | | to return. | +| | | | | Provide these | +| | | | | options: ¶ | +| | | | | Check to see if | +| | | | | the device is | +| | | | | eligible for a | +| | | | | warranty | +| | | | | exchange. | +| | | | | Choose the | +| | | | | correct link | +| | | | | for your | +| | | | | group:¶ BCSS: | +| | | | | Device Warranty | +| | | | | Exchange | +| | | | | Process - | +| | | | | ATS/MTS RLM: | +| | | | | See the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | article for | +| | | | | your group. ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile Insu | +| | | | | rance.Purchase | +| | | | | a phone at no- | +| | | | | commitment | +| | | | | pricing.¶ | +| | | | | Exchange | +| | | | | Eligible For | +| | | | | Apple-related | +| | | | | issues from a | +| | | | | direct- | +| | | | | fulfillment | +| | | | | customer: ¶ | +| | | | | Ask the | +| | | | | customer if the | +| | | | | shrink wrap or | +| | | | | box is damaged. | +| | | | | ¶ If the | +| | | | | shrink wrap or | +| | | | | box is damaged, | +| | | | | the issue is | +| | | | | with shipping, | +| | | | | not the | +| | | | | manufacturer. | +| | | | | Advise the | +| | | | | customer to | +| | | | | contact the | +| | | | | shipping agent. | +| | | | | If the device | +| | | | | is dead-on- | +| | | | | arrival (DOA) | +| | | | | or otherwise | +| | | | | contains a | +| | | | | manufacturer's | +| | | | | defect, refer | +| | | | | the customer to | +| | | | | Apple Customer | +| | | | | Care. ¶ For | +| | | | | non-Apple | +| | | | | equipment | +| | | | | issues, proceed | +| | | | | with the | +| | | | | exchange | +| | | | | process. What | +| | | | | the Customer | +| | | | | Needs to Know: | +| | | | | ¶ ¶ Shipping | +| | | | | Expectations ¶ | +| | | | | ¶ | +| | | | | Standard/second | +| | | | | day ($9.95) | +| | | | | U.S. delivery P | +| | | | | riority/overnig | +| | | | | ht ($14.95) | +| | | | | U.S. delivery: | +| | | | | ¶ Orders | +| | | | | placed after 5 | +| | | | | p.m. ET ship | +| | | | | the following | +| | | | | day. If S&H | +| | | | | charge applies, | +| | | | | advise the | +| | | | | customer of the | +| | | | | fee.If you need | +| | | | | additional | +| | | | | details, review | +| | | | | Shipping Rules | +| | | | | and Guidelines | +| | | | | ¶ ¶ Device | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer is | +| | | | | being provided | +| | | | | a credit even | +| | | | | though they are | +| | | | | beyond the | +| | | | | return period, | +| | | | | have the | +| | | | | customer send | +| | | | | back the device | +| | | | | – refer to: | +| | | | | Return | +| | | | | Label/Status | +| | | | | process. If the | +| | | | | customer wants | +| | | | | to Cancel | +| | | | | service:  | +| | | | | The customer | +| | | | | may cancel; | +| | | | | however, they | +| | | | | will be charged | +| | | | | the full retail | +| | | | | price of the | +| | | | | equipment or an | +| | | | | Early | +| | | | | Termination Fee | +| | | | | since the | +| | | | | equipment is | +| | | | | not eligible | +| | | | | for return. | +| | | | | Refer to the | +| | | | | Service | +| | | | | Cancellation | +| | | | | section of the | +| | | | |  AT&T Mobility | +| | | | | Return Policy . | +| | | | | If the customer | +| | | | | is porting | +| | | | | their number | +| | | | | out to another | +| | | | | carrier, do not | +| | | | | cancel their | +| | | | | service. Refer | +| | | | | to LNP (Number | +| | | | | Transfer) Port- | +| | | | | Out - BCSS for | +| | | | | details.  | +| | | | | Follow standard | +| | | | | cancellation | +| | | | | procedures for | +| | | | | your group:  | +| | | | | BMC: | +| | | | | Cancellation, | +| | | | | Retention, and | +| | | | | Red Flag | +| | | | | Procedures | +| | | | | BME: | +| | | | | Cancellation of | +| | | | | a Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | Do not use a | +| | | | | buyer's remorse | +| | | | | reason code.  | +| | | | | The customer is | +| | | | | responsible for | +| | | | | all applicable | +| | | | | monthly | +| | | | | charges, | +| | | | | activation fee, | +| | | | | and ETFs. Back | +| | | | | to Top Return | +| | | | | Eligible | +| | | | | Determine if | +| | | | | the customer | +| | | | | wants to Cancel | +| | | | | Service or Keep | +| | | | | Service. If | +| | | | | the customer | +| | | | | wishes to | +| | | | | Cancel Service: | +| | | | | Make a save | +| | | | | attempt. | +| | | | | Select the | +| | | | | cancellation | +| | | | | policy for your | +| | | | | group: BMC: | +| | | | | Cancellation, | +| | | | | Retention, and | +| | | | | Red Flag | +| | | | | Procedures | +| | | | | BME: | +| | | | | Cancellation of | +| | | | | a Corporate | +| | | | | Responsibility | +| | | | | User (CRU)   | +| | | | | Transfer all | +| | | | | other customers | +| | | | | to BMC. If the | +| | | | | customer is | +| | | | | porting their | +| | | | | number out to | +| | | | | another | +| | | | | carrier, do not | +| | | | | cancel their | +| | | | | service. Refer | +| | | | | to LNP (Number | +| | | | | Transfer) Port- | +| | | | | Out - BCSS for | +| | | | | details. | +| | | | | Delete any | +| | | | | parked | +| | | | | information and | +| | | | | cancel service. | +| | | | | See Delete | +| | | | | Parked | +| | | | | Information - | +| | | | | OPUS - Business | +| | | | | . Cancel the | +| | | | | service in | +| | | | | Telegence for | +| | | | | Buyer's Remorse | +| | | | | (BRE). · | +| | | | | Effective Date | +| | | | | - today's date. | +| | | | | · The Penalty | +| | | | | Treatment | +| | | | | defaults to | +| | | | | Waive Penalty | +| | | | | checked (reason | +| | | | | CTFA - credit- | +| | | | | contract term | +| | | | | fee). | +| | | | | Telegence | +| | | | | automatically | +| | | | | waives the | +| | | | | following when | +| | | | | BRE is | +| | | | | selected: | +| | | | | Activation fee | +| | | | | (if within | +| | | | | three days) | +| | | | | ETF Prorated | +| | | | | MRC Note the | +| | | | | account. The | +| | | | | cancellation is | +| | | | | effective | +| | | | | today. Fees | +| | | | | and adjustments | +| | | | | (ETF, | +| | | | | activation fee, | +| | | | | MRC) details. | +| | | | | Save attempt | +| | | | | details, if | +| | | | | applicable. | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know: | +| | | | | Cancel Service | +| | | | | Keep Service | +| | | | | Active Include | +| | | | | the following | +| | | | | with the | +| | | | | return: | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging. | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | |  Returned | +| | | | | equipment | +| | | | | should have all | +| | | | | security codes, | +| | | | | passwords, and | +| | | | | security locks | +| | | | | removed by the | +| | | | | customer. | +| | | | |  Customers must | +| | | | | remove Find My | +| | | | | iPhone | +| | | | | Activation Lock | +| | | | | from an iOS | +| | | | | device before | +| | | | | service, | +| | | | | return, or | +| | | | | exchange: To | +| | | | | assist a | +| | | | | customer with | +| | | | | disabling Find | +| | | | | My iPhone, | +| | | | | refer to How do | +| | | | | I turn off Find | +| | | | | My iPhone | +| | | | | remotely in | +| | | | | iCloud. | +| | | | | Service can be | +| | | | | resumed within | +| | | | | 59 days: | +| | | | | AT&T cannot | +| | | | | guarantee their | +| | | | | number(s) will | +| | | | | be available | +| | | | | upon | +| | | | | reinstatement. | +| | | | | If service is | +| | | | | reinstated to | +| | | | | active within | +| | | | | 59 days, the | +| | | | | Rollover | +| | | | | Minutes are | +| | | | | retained. | +| | | | | The | +| | | | | cancellation is | +| | | | | effective | +| | | | | today. The ETF | +| | | | | is waived. | +| | | | | Refund the | +| | | | | equipment | +| | | | | upgrade fee if | +| | | | | equipment is | +| | | | | returned within | +| | | | | three days of | +| | | | | the purchase | +| | | | | date. The | +| | | | | activation fee | +| | | | | is waived if | +| | | | | cancelled | +| | | | | within three | +| | | | | days, excluding | +| | | | | weekends. The | +| | | | | customer is | +| | | | | responsible for | +| | | | | all usage | +| | | | | charges | +| | | | | associated with | +| | | | | the line being | +| | | | | cancelled, up | +| | | | | to the date of | +| | | | | cancellation: | +| | | | | The customer | +| | | | | receives a | +| | | | | final prorated | +| | | | | invoice. | +| | | | | For information | +| | | | | about deposit | +| | | | | refunds, see | +| | | | | the Payment | +| | | | | Research and | +| | | | | Refunds | +| | | | | Decision Flow. | +| | | | | Include the | +| | | | | following with | +| | | | | the return: | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | | Returned | +| | | | | equipment | +| | | | | should have all | +| | | | | security codes, | +| | | | | passwords, and | +| | | | | security locks | +| | | | | removed by the | +| | | | | customer. | +| | | | | Customers must | +| | | | | remove Find My | +| | | | | iPhone | +| | | | | Activation Lock | +| | | | | from an iOS | +| | | | | device before | +| | | | | service, | +| | | | | return, or | +| | | | | exchange: To | +| | | | | assist a | +| | | | | customer with | +| | | | | disabling Find | +| | | | | My iPhone, | +| | | | | refer to How do | +| | | | | I turn off Find | +| | | | | My iPhone | +| | | | | remotely in | +| | | | | iCloud. AT&T | +| | | | | cannot accept | +| | | | | an iOS device | +| | | | | marked as lost | +| | | | | for service or | +| | | | | exchange under | +| | | | | any | +| | | | | circumstances. | +| | | | | Device and all | +| | | | | components | +| | | | | (manual, | +| | | | | battery, | +| | | | | software, and | +| | | | | charger). The | +| | | | | customer does | +| | | | | not need to | +| | | | | return the SIM | +| | | | | to be eligible | +| | | | | for the refund. | +| | | | | The customer is | +| | | | | responsible for | +| | | | | all usage | +| | | | | charges | +| | | | | associated with | +| | | | | the line being | +| | | | | returned. | +| | | | | Refund the | +| | | | | equipment | +| | | | | upgrade fee if | +| | | | | equipment is | +| | | | | returned within | +| | | | | three days of | +| | | | | the purchase | +| | | | | date.  For | +| | | | | upgrade | +| | | | | returns, | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 35 | [] | Must | I don't | Content: | +| | | customers | know. Can | Equipment | +| | | include a | you provide | Payment Options | +| | | packing slip | more context | - BCSS . Always | +| | | when they | or | ship the | +| | | ship? | information | equipment to | +| | | | about what | the billing | +| | | | you are | address.¶ If | +| | | | referring | the customer | +| | | | to? | requests | +| | | | | another | +| | | | | address, follow | +| | | | | the rules as | +| | | | | shown in the | +| | | | | Shipping | +| | | | | Equipment to an | +| | | | | Alternate | +| | | | | Shipping | +| | | | | address section | +| | | | | of Shipping | +| | | | | Rules and | +| | | | | Guidelines. ¶ | +| | | | | If OPUS returns | +| | | | | a 7-10 day | +| | | | | shipping SLA, | +| | | | | the device is | +| | | | | on back order. | +| | | | | Provide the | +| | | | | customer with | +| | | | | the following | +| | | | | options:¶ | +| | | | | Select a | +| | | | | different | +| | | | | handset.Refer | +| | | | | to alternative | +| | | | | sales channel | +| | | | | that might have | +| | | | | the device in | +| | | | | stock. If you | +| | | | | refer to a | +| | | | | retail store, | +| | | | | provide the | +| | | | | hours of | +| | | | | operation and | +| | | | | check FaST to | +| | | | | make sure the | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail.Complete | +| | | | | the order. | +| | | | | There is no way | +| | | | | to provide an | +| | | | | estimated date | +| | | | | on when the | +| | | | | device will be | +| | | | | back in stock.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | email address | +| | | | | at the checkout | +| | | | | screen, so the | +| | | | | customer | +| | | | | receives order | +| | | | | details | +| | | | | (including | +| | | | | quantity) and | +| | | | | shipping/back- | +| | | | | order | +| | | | | status.Provide | +| | | | | the customer | +| | | | | with the last | +| | | | | five or six | +| | | | | digits of the | +| | | | | order number | +| | | | | after the | +| | | | | O.Close the | +| | | | | call and leave | +| | | | | the following | +| | | | | required note | +| | | | | in Clarify: | +| | | | | Unable to | +| | | | | complete | +| | | | | standard | +| | | | | upgrade due to | +| | | | | conflicts. | +| | | | | Equipment was | +| | | | | ordered through | +| | | | | Product Only | +| | | | | Flow after | +| | | | | using the | +| | | | | Upgrade | +| | | | | Exception | +| | | | | button and redo | +| | | | | attempt failed | +| | | | | to resolve | +| | | | | conflict error. | +| | | | | ¶ Set Upgrade | +| | | | | Expectations¶ | +| | | | | Inform the | +| | | | | customer of the | +| | | | | shipping | +| | | | | carrier and | +| | | | | fee.Provide the | +| | | | | shipping cost:¶ | +| | | | | Due to reasons | +| | | | | beyond our | +| | | | | control, there | +| | | | | are times that | +| | | | | shipping is | +| | | | | delayed. The | +| | | | | daily shipping | +| | | | | window for next | +| | | | | day delivery is | +| | | | | by, or before, | +| | | | | 4:00 p.m. ET. | +| | | | | Any order | +| | | | | placed | +| | | | | after4:00 p.m. | +| | | | | ET rolls to the | +| | | | | next business | +| | | | | day.¶ Standard | +| | | | | delivery: | +| | | | | $9.95, waived | +| | | | | for all CRU | +| | | | | customers with | +| | | | | a FANPriority | +| | | | | delivery: | +| | | | | $14.95, unless | +| | | | | FAN | +| | | | | specifically | +| | | | | waives this | +| | | | | charge¶ Advise | +| | | | | customer they | +| | | | | will:¶ Receive | +| | | | | an order | +| | | | | confirmation | +| | | | | email.Receive a | +| | | | | shipping | +| | | | | confirmation | +| | | | | email that | +| | | | | includes the | +| | | | | shipping | +| | | | | tracking | +| | | | | number.Can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus.Sta | +| | | | | tus for orders | +| | | | | placed in the | +| | | | | last 24 hours | +| | | | | may not be | +| | | | | available.¶ | +| | | | | Recap and | +| | | | | confirm the ord | +| | | | | er/transaction | +| | | | | details.¶ | +| | | | | Locate the | +| | | | | expectations | +| | | | | for all of the | +| | | | | transactions | +| | | | | completed and | +| | | | | communicate | +| | | | | them to the | +| | | | | customer.¶ ¶ | +| | | | | ¶ AT&T Next ¶ | +| | | | | Post Order | +| | | | | Communications | +| | | | | provide: ¶ | +| | | | | T&Cs email | +| | | | | acceptance for | +| | | | | AT&T Next | +| | | | | wireless orders | +| | | | | is required for | +| | | | | all upgrades | +| | | | | and is received | +| | | | | within two | +| | | | | hours | +| | | | | (typically | +| | | | | within minutes) | +| | | | | of order comple | +| | | | | tions.Customer | +| | | | | is sent a link | +| | | | | with the T&Cs. | +| | | | | Customer | +| | | | | Service, | +| | | | | including | +| | | | | managers: Do | +| | | | | not accept the | +| | | | | T&Cs for the | +| | | | | customer. | +| | | | | Multi-line | +| | | | | orders require | +| | | | | T&Cs to be | +| | | | | accepted at the | +| | | | | order level. | +| | | | | Declining the | +| | | | | T&Cs cancels | +| | | | | the entire | +| | | | | order. | +| | | | | Customers have | +| | | | | a return period | +| | | | | for any device | +| | | | | they decide not | +| | | | | to keep. During | +| | | | | order | +| | | | | placement, | +| | | | | customers | +| | | | | provide an | +| | | | | email address.¶ | +| | | | | Customers | +| | | | | without an | +| | | | | email address | +| | | | | should visit a | +| | | | | retail | +| | | | | location.You | +| | | | | may use a dummy | +| | | | | email, but the | +| | | | | customer must | +| | | | | go to | +| | | | | att.com/TnCCRU | +| | | | | to accept T&Cs | +| | | | | and does not | +| | | | | receive the | +| | | | | email with | +| | | | | directions.This | +| | | | | email address | +| | | | | is used for | +| | | | | T&Cs acceptance | +| | | | | and order | +| | | | | status emails, | +| | | | | but is not kept | +| | | | | on file for any | +| | | | | other purpose. | +| | | | | The customer | +| | | | | provides the | +| | | | | following | +| | | | | information: ¶ | +| | | | | Shipping or | +| | | | | Billing ZIP | +| | | | | code.Cellular | +| | | | | telephone | +| | | | | number (CTN). | +| | | | | URL passphrase | +| | | | | only appears | +| | | | | when the | +| | | | | customer enters | +| | | | | incorrect | +| | | | | information 20+ | +| | | | | times.¶ ¶ ¶ | +| | | | | The shipping | +| | | | | confirmation | +| | | | | email includes | +| | | | | the shipping | +| | | | | tracking | +| | | | | number.¶ | +| | | | | Promote Self- | +| | | | | Service¶ | +| | | | | Customers can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus. | +| | | | | ◦Status for | +| | | | | orders placed | +| | | | | in the last 24 | +| | | | | hours may not | +| | | | | be available.En | +| | | | | tering the | +| | | | | customer's | +| | | | | email address | +| | | | | (checkout | +| | | | | screen) sends | +| | | | | the customer | +| | | | | order | +| | | | | notification | +| | | | | that the device | +| | | | | has | +| | | | | shipped.Refer | +| | | | | the customer to | +| | | | | www.att.com/dev | +| | | | | icehowto for | +| | | | | device | +| | | | | support.¶ Post | +| | | | | Call | +| | | | | Notification¶ | +| | | | | Send a PCN as | +| | | | | outlined in | +| | | | | your groups PCN | +| | | | | policy.¶ | +| | | | | Device | +| | | | | Expectations¶ | +| | | | | The order does | +| | | | | not ship until | +| | | | | online T&Cs are | +| | | | | accepted by the | +| | | | | customer.Shared | +| | | | | Upgrades | +| | | | | sometimes | +| | | | | require a visit | +| | | | | to an AT&T | +| | | | | Retail store or | +| | | | | a call to | +| | | | | Customer | +| | | | | Service to | +| | | | | activate the | +| | | | | device on the | +| | | | | correct | +| | | | | CTN.This occurs | +| | | | | when rep | +| | | | | performs a | +| | | | | "manual cross- | +| | | | | upgrade" rather | +| | | | | than using the | +| | | | | correct | +| | | | | flow.Refer the | +| | | | | customer to the | +| | | | | Copy Contact | +| | | | | Wizard (att.com | +| | | | | /learningcenter | +| | | | | /copy- | +| | | | | contacts.do) | +| | | | | and Device | +| | | | | Support (www.at | +| | | | | t.com/devicesup | +| | | | | port) for | +| | | | | instructions on | +| | | | | transferring | +| | | | | contacts | +| | | | | between | +| | | | | devices.Offer | +| | | | | AT&T Protect | +| | | | | Advantage - | +| | | | | BCSS and Device | +| | | | | Protection | +| | | | | during an | +| | | | | upgrade if the | +| | | | | customer is not | +| | | | | enrolled.¶ | +| | | | | Source: | +| | | | | Content: US - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with the | +| | | | | Oracle Customer | +| | | | | Number:¶ | +| | | | | Ensure the | +| | | | | Oracle Customer | +| | | | | Number | +| | | | | (formerly | +| | | | | Compass ID) is | +| | | | | correct by | +| | | | | validating it | +| | | | | in FaST.Remove | +| | | | | the Oracle | +| | | | | Customer Number | +| | | | | that starts | +| | | | | with a K and | +| | | | | continue with | +| | | | | the order. ¶ | +| | | | | Equipment | +| | | | | Payment Options | +| | | | | - BCSS . Always | +| | | | | ship the | +| | | | | equipment to | +| | | | | the billing | +| | | | | address.¶ If | +| | | | | the customer | +| | | | | requests | +| | | | | another | +| | | | | address, follow | +| | | | | the rules as | +| | | | | shown in the | +| | | | | Shipping | +| | | | | Equipment to an | +| | | | | Alternate | +| | | | | Shipping | +| | | | | address section | +| | | | | of Shipping | +| | | | | Rules and | +| | | | | Guidelines. ¶ | +| | | | | If OPUS returns | +| | | | | a 7-10 day | +| | | | | shipping SLA, | +| | | | | the device is | +| | | | | on back order. | +| | | | | Provide the | +| | | | | customer with | +| | | | | the following | +| | | | | options:¶ | +| | | | | Select a | +| | | | | different | +| | | | | handset.Refer | +| | | | | to alternative | +| | | | | sales channel | +| | | | | that might have | +| | | | | the device in | +| | | | | stock. If you | +| | | | | refer to a | +| | | | | retail store, | +| | | | | provide the | +| | | | | hours of | +| | | | | operation and | +| | | | | check FaST to | +| | | | | make sure the | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail.Complete | +| | | | | the order. | +| | | | | There is no way | +| | | | | to provide an | +| | | | | estimated date | +| | | | | on when the | +| | | | | device will be | +| | | | | back in stock.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | email address | +| | | | | at the checkout | +| | | | | screen, so the | +| | | | | customer | +| | | | | receives order | +| | | | | details | +| | | | | (including | +| | | | | quantity) and | +| | | | | shipping/back- | +| | | | | order | +| | | | | status.Provide | +| | | | | the customer | +| | | | | with the last | +| | | | | five or six | +| | | | | digits of the | +| | | | | order number | +| | | | | after the | +| | | | | O.Close the | +| | | | | call and leave | +| | | | | the following | +| | | | | required note | +| | | | | in Clarify: | +| | | | | Unable to | +| | | | | complete | +| | | | | standard | +| | | | | upgrade due to | +| | | | | conflicts. | +| | | | | Equipment was | +| | | | | ordered through | +| | | | | Product Only | +| | | | | Flow after | +| | | | | using the | +| | | | | Upgrade | +| | | | | Exception | +| | | | | button and redo | +| | | | | attempt failed | +| | | | | to resolve | +| | | | | conflict error. | +| | | | | ¶ Set Upgrade | +| | | | | Expectations¶ | +| | | | | Inform the | +| | | | | customer of the | +| | | | | shipping | +| | | | | carrier and | +| | | | | fee.Provide the | +| | | | | shipping cost:¶ | +| | | | | Due to reasons | +| | | | | beyond our | +| | | | | control, there | +| | | | | are times that | +| | | | | shipping is | +| | | | | delayed. The | +| | | | | daily shipping | +| | | | | window for next | +| | | | | day delivery is | +| | | | | by, or before, | +| | | | | 4:00 p.m. ET. | +| | | | | Any order | +| | | | | placed | +| | | | | after4:00 p.m. | +| | | | | ET rolls to the | +| | | | | next business | +| | | | | day.¶ Standard | +| | | | | delivery: | +| | | | | $9.95, waived | +| | | | | for all CRU | +| | | | | customers with | +| | | | | a FANPriority | +| | | | | delivery: | +| | | | | $14.95, unless | +| | | | | FAN | +| | | | | specifically | +| | | | | waives this | +| | | | | charge¶ Advise | +| | | | | customer they | +| | | | | will:¶ Receive | +| | | | | an order | +| | | | | confirmation | +| | | | | email.Receive a | +| | | | | shipping | +| | | | | confirmation | +| | | | | email that | +| | | | | includes the | +| | | | | shipping | +| | | | | tracking | +| | | | | number.Can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus.Sta | +| | | | | tus for orders | +| | | | | placed in the | +| | | | | last 24 hours | +| | | | | may not be | +| | | | | available.¶ | +| | | | | Recap and | +| | | | | confirm the ord | +| | | | | er/transaction | +| | | | | details.¶ | +| | | | | Locate the | +| | | | | expectations | +| | | | | for all of the | +| | | | | transactions | +| | | | | completed and | +| | | | | communicate | +| | | | | them to the | +| | | | | customer.¶ ¶ | +| | | | | ¶ Promote | +| | | | | Self-Service¶ | +| | | | | Customers can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus.¶ | +| | | | | Status for | +| | | | | orders placed | +| | | | | in the last 24 | +| | | | | hours may not | +| | | | | be available.¶ | +| | | | | Entering the | +| | | | | customer's | +| | | | | email address | +| | | | | (checkout | +| | | | | screen) sends | +| | | | | the customer | +| | | | | order | +| | | | | notification | +| | | | | that the device | +| | | | | has | +| | | | | shipped.Refer | +| | | | | the customer to | +| | | | | www.att.com/dev | +| | | | | icehowto for | +| | | | | device | +| | | | | support.¶ Post | +| | | | | Call | +| | | | | Notification¶ | +| | | | | Send a PCN as | +| | | | | outlined in | +| | | | | your groups PCN | +| | | | | policy.¶ | +| | | | | Device | +| | | | | Expectations¶ | +| | | | | The order does | +| | | | | not ship until | +| | | | | online T&Cs are | +| | | | | accepted by the | +| | | | | customer.Shared | +| | | | | Upgrades | +| | | | | sometimes | +| | | | | require a visit | +| | | | | to an AT&T | +| | | | | Retail store or | +| | | | | a call to | +| | | | | Customer | +| | | | | Service to | +| | | | | activate the | +| | | | | device on the | +| | | | | correct CTN. | +| | | | | This occurs | +| | | | | when rep | +| | | | | performs a | +| | | | | "manual cross- | +| | | | | upgrade" rather | +| | | | | than using the | +| | | | | correct | +| | | | | flow.Refer the | +| | | | | customer to the | +| | | | | Copy Contact | +| | | | | Wizard (att.com | +| | | | | /learningcenter | +| | | | | /copy- | +| | | | | contacts.do) | +| | | | | and Device | +| | | | | Support (www.at | +| | | | | t.com/devicesup | +| | | | | port) for | +| | | | | instructions on | +| | | | | transferring | +| | | | | contacts | +| | | | | between | +| | | | | devices.Offer | +| | | | | AT&T Protect | +| | | | | Advantage and | +| | | | | Device | +| | | | | Protection | +| | | | | during an | +| | | | | upgrade if the | +| | | | | customer is not | +| | | | | enrolled.¶ If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade Source: | +| | | | | Content: | +| | | | | formerly | +| | | | | Compass ID) is | +| | | | | correct by | +| | | | | validating it | +| | | | | in FaST.Remove | +| | | | | the Oracle | +| | | | | Customer Number | +| | | | | that starts | +| | | | | with a K and | +| | | | | continue with | +| | | | | the order. ¶ | +| | | | | Equipment | +| | | | | Payment Options | +| | | | | - BCSS . Always | +| | | | | ship the | +| | | | | equipment to | +| | | | | the billing | +| | | | | address.¶ If | +| | | | | the customer | +| | | | | requests | +| | | | | another | +| | | | | address, follow | +| | | | | the rules as | +| | | | | shown in the | +| | | | | Shipping | +| | | | | Equipment to an | +| | | | | Alternate | +| | | | | Shipping | +| | | | | address section | +| | | | | of Shipping | +| | | | | Rules and | +| | | | | Guidelines. ¶ | +| | | | | If OPUS returns | +| | | | | a 7-10 day | +| | | | | shipping SLA, | +| | | | | the device is | +| | | | | on back order. | +| | | | | Provide the | +| | | | | customer with | +| | | | | the following | +| | | | | options:¶ | +| | | | | Select a | +| | | | | different | +| | | | | handset.Refer | +| | | | | to alternative | +| | | | | sales channel | +| | | | | that might have | +| | | | | the device in | +| | | | | stock. If you | +| | | | | refer to a | +| | | | | retail store, | +| | | | | provide the | +| | | | | hours of | +| | | | | operation and | +| | | | | check FaST to | +| | | | | make sure the | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail.Complete | +| | | | | the order. | +| | | | | There is no way | +| | | | | to provide an | +| | | | | estimated date | +| | | | | on when the | +| | | | | device will be | +| | | | | back in stock.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | email address | +| | | | | at the checkout | +| | | | | screen, so the | +| | | | | customer | +| | | | | receives order | +| | | | | details | +| | | | | (including | +| | | | | quantity) and | +| | | | | shipping/back- | +| | | | | order | +| | | | | status.Provide | +| | | | | the customer | +| | | | | with the last | +| | | | | five or six | +| | | | | digits of the | +| | | | | order number | +| | | | | after the | +| | | | | O.Close the | +| | | | | call and leave | +| | | | | the following | +| | | | | required note | +| | | | | in Clarify: | +| | | | | Unable to | +| | | | | complete | +| | | | | standard | +| | | | | upgrade due to | +| | | | | conflicts. | +| | | | | Equipment was | +| | | | | ordered through | +| | | | | Product Only | +| | | | | Flow after | +| | | | | using the | +| | | | | Upgrade | +| | | | | Exception | +| | | | | button and redo | +| | | | | attempt failed | +| | | | | to resolve | +| | | | | conflict error. | +| | | | | ¶ Set Upgrade | +| | | | | Expectations¶ | +| | | | | Inform the | +| | | | | customer of the | +| | | | | shipping | +| | | | | carrier and | +| | | | | fee.Provide the | +| | | | | shipping cost:¶ | +| | | | | Due to reasons | +| | | | | beyond our | +| | | | | control, there | +| | | | | are times that | +| | | | | shipping is | +| | | | | delayed. The | +| | | | | daily shipping | +| | | | | window for next | +| | | | | day delivery is | +| | | | | by, or before, | +| | | | | 4:00 p.m. ET. | +| | | | | Any order | +| | | | | placed | +| | | | | after4:00 p.m. | +| | | | | ET rolls to the | +| | | | | next business | +| | | | | day.¶ Standard | +| | | | | delivery: | +| | | | | $9.95, waived | +| | | | | for all CRU | +| | | | | customers with | +| | | | | a FANPriority | +| | | | | delivery: | +| | | | | $14.95, unless | +| | | | | FAN | +| | | | | specifically | +| | | | | waives this | +| | | | | charge¶ Advise | +| | | | | customer they | +| | | | | will:¶ Receive | +| | | | | an order | +| | | | | confirmation | +| | | | | email.Receive a | +| | | | | shipping | +| | | | | confirmation | +| | | | | email that | +| | | | | includes the | +| | | | | shipping | +| | | | | tracking | +| | | | | number.Can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus.Sta | +| | | | | tus for orders | +| | | | | placed in the | +| | | | | last 24 hours | +| | | | | may not be | +| | | | | available.¶ | +| | | | | Recap and | +| | | | | confirm the ord | +| | | | | er/transaction | +| | | | | details.¶ | +| | | | | Locate the | +| | | | | expectations | +| | | | | for all of the | +| | | | | transactions | +| | | | | completed and | +| | | | | communicate | +| | | | | them to the | +| | | | | customer.¶ ¶ | +| | | | | ¶ AT&T Next ¶ | +| | | | | Post Order | +| | | | | Communications | +| | | | | provide: ¶ | +| | | | | T&Cs email | +| | | | | acceptance for | +| | | | | AT&T Next | +| | | | | wireless orders | +| | | | | is required for | +| | | | | all upgrades | +| | | | | and is received | +| | | | | within two | +| | | | | hours | +| | | | | (typically | +| | | | | within minutes) | +| | | | | of order comple | +| | | | | tions.Customer | +| | | | | is sent a link | +| | | | | with the T&Cs. | +| | | | | Customer | +| | | | | Service, | +| | | | | including | +| | | | | managers: Do | +| | | | | not accept the | +| | | | | T&Cs for the | +| | | | | customer. | +| | | | | Multi-line | +| | | | | orders require | +| | | | | T&Cs to be | +| | | | | accepted at the | +| | | | | order level. | +| | | | | Declining the | +| | | | | T&Cs cancels | +| | | | | the entire | +| | | | | order. | +| | | | | Customers have | +| | | | | a return period | +| | | | | for any device | +| | | | | they decide not | +| | | | | to keep. During | +| | | | | order | +| | | | | placement, | +| | | | | customers | +| | | | | provide an | +| | | | | email address.¶ | +| | | | | Customers | +| | | | | without an | +| | | | | email address | +| | | | | should visit a | +| | | | | retail | +| | | | | location.You | +| | | | | may use a dummy | +| | | | | email, but the | +| | | | | customer must | +| | | | | go to | +| | | | | att.com/TnCCRU | +| | | | | to accept T&Cs | +| | | | | and does not | +| | | | | receive the | +| | | | | email with | +| | | | | directions.This | +| | | | | email address | +| | | | | is used for | +| | | | | T&Cs acceptance | +| | | | | and order | +| | | | | status emails, | +| | | | | but is not kept | +| | | | | on file for any | +| | | | | other purpose. | +| | | | | The customer | +| | | | | provides the | +| | | | | following | +| | | | | information: ¶ | +| | | | | Shipping or | +| | | | | Billing ZIP | +| | | | | code.Cellular | +| | | | | telephone | +| | | | | number (CTN). | +| | | | | URL passphrase | +| | | | | only appears | +| | | | | when the | +| | | | | customer enters | +| | | | | incorrect | +| | | | | information 20+ | +| | | | | times.¶ ¶ ¶ | +| | | | | The shipping | +| | | | | confirmation | +| | | | | email includes | +| | | | | the shipping | +| | | | | tracking | +| | | | | number.¶ | +| | | | | Promote Self- | +| | | | | Service¶ | +| | | | | Customers can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus. | +| | | | | ◦Status for | +| | | | | orders placed | +| | | | | in the last 24 | +| | | | | hours may not | +| | | | | be available.En | +| | | | | tering the | +| | | | | customer's | +| | | | | email address | +| | | | | (checkout | +| | | | | screen) sends | +| | | | | the customer | +| | | | | order | +| | | | | notification | +| | | | | that the device | +| | | | | has | +| | | | | shipped.Refer | +| | | | | the customer to | +| | | | | www.att.com/dev | +| | | | | icehowto for | +| | | | | device | +| | | | | support.¶ Post | +| | | | | Call | +| | | | | Notification¶ | +| | | | | Send a PCN as | +| | | | | outlined in | +| | | | | your groups PCN | +| | | | | policy.¶ | +| | | | | Device | +| | | | | Expectations¶ | +| | | | | The order does | +| | | | | not ship until | +| | | | | online T&Cs are | +| | | | | accepted by the | +| | | | | customer.Shared | +| | | | | Upgrades | +| | | | | sometimes | +| | | | | require a visit | +| | | | | to an AT&T | +| | | | | Retail store or | +| | | | | a call to | +| | | | | Customer | +| | | | | Service to | +| | | | | activate the | +| | | | | device on the | +| | | | | correct | +| | | | | CTN.This occurs | +| | | | | when rep | +| | | | | performs a | +| | | | | "manual cross- | +| | | | | upgrade" rather | +| | | | | than using the | +| | | | | correct | +| | | | | flow.Refer the | +| | | | | customer to the | +| | | | | Copy Contact | +| | | | | Wizard (att.com | +| | | | | /learningcenter | +| | | | | /copy- | +| | | | | contacts.do) | +| | | | | and Device | +| | | | | Support (www.at | +| | | | | t.com/devicesup | +| | | | | port) for | +| | | | | Source: | +| | | | | Content: | +| | | | | expectations.¶ | +| | | | | Credit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OPUS - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with the | +| | | | | Oracle Customer | +| | | | | Number:¶ | +| | | | | Ensure the | +| | | | | Oracle Customer | +| | | | | Number | +| | | | | (formerly | +| | | | | Compass ID) is | +| | | | | correct by | +| | | | | validating it | +| | | | | in FaST.Remove | +| | | | | the Oracle | +| | | | | Customer Number | +| | | | | that starts | +| | | | | with a K and | +| | | | | continue with | +| | | | | the order. ¶ | +| | | | | Equipment | +| | | | | Payment Options | +| | | | | - BCSS . Always | +| | | | | ship the | +| | | | | equipment to | +| | | | | the billing | +| | | | | address.¶ If | +| | | | | the customer | +| | | | | requests | +| | | | | another | +| | | | | address, follow | +| | | | | the rules as | +| | | | | shown in the | +| | | | | Shipping | +| | | | | Equipment to an | +| | | | | Alternate | +| | | | | Shipping | +| | | | | address section | +| | | | | of Shipping | +| | | | | Rules and | +| | | | | Guidelines. ¶ | +| | | | | If OPUS returns | +| | | | | a 7-10 day | +| | | | | shipping SLA, | +| | | | | the device is | +| | | | | on back order. | +| | | | | Provide the | +| | | | | customer with | +| | | | | the following | +| | | | | options:¶ | +| | | | | Select a | +| | | | | different | +| | | | | handset.Refer | +| | | | | to alternative | +| | | | | sales channel | +| | | | | that might have | +| | | | | the device in | +| | | | | stock. If you | +| | | | | refer to a | +| | | | | retail store, | +| | | | | provide the | +| | | | | hours of | +| | | | | operation and | +| | | | | check FaST to | +| | | | | make sure the | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail.Complete | +| | | | | the order. | +| | | | | There is no way | +| | | | | to provide an | +| | | | | estimated date | +| | | | | on when the | +| | | | | device will be | +| | | | | back in stock.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | email address | +| | | | | at the checkout | +| | | | | screen, so the | +| | | | | customer | +| | | | | receives order | +| | | | | details | +| | | | | (including | +| | | | | quantity) and | +| | | | | shipping/back- | +| | | | | order | +| | | | | status.Provide | +| | | | | the customer | +| | | | | with the last | +| | | | | five or six | +| | | | | digits of the | +| | | | | order number | +| | | | | after the | +| | | | | O.Close the | +| | | | | call and leave | +| | | | | the following | +| | | | | required note | +| | | | | in Clarify: | +| | | | | Unable to | +| | | | | complete | +| | | | | standard | +| | | | | upgrade due to | +| | | | | conflicts. | +| | | | | Equipment was | +| | | | | ordered through | +| | | | | Product Only | +| | | | | Flow after | +| | | | | using the | +| | | | | Upgrade | +| | | | | Exception | +| | | | | button and redo | +| | | | | attempt failed | +| | | | | to resolve | +| | | | | conflict error. | +| | | | | ¶ Set Upgrade | +| | | | | Expectations¶ | +| | | | | Inform the | +| | | | | customer of the | +| | | | | shipping | +| | | | | carrier and | +| | | | | fee.Provide the | +| | | | | shipping cost | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ ¶ | +| | | | | Contract | +| | | | | PricingSet | +| | | | | preliminary | +| | | | | order | +| | | | | expectations.¶ | +| | | | | Remind the | +| | | | | customer of | +| | | | | their contract | +| | | | | renewal and | +| | | | | ETF.¶ | +| | | | | Smartphones and | +| | | | | netbooks - $325 | +| | | | | with a $10 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.Standard | +| | | | | devices - $150 | +| | | | | with a $4 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.¶ | +| | | | | Customers who | +| | | | | ordered a | +| | | | | device that did | +| | | | | require an | +| | | | | email address | +| | | | | for T&Cs | +| | | | | acceptance must | +| | | | | accept T&Cs | +| | | | | sent to their | +| | | | | email address | +| | | | | provided before | +| | | | | their device | +| | | | | ships.Advise | +| | | | | the customer to | +| | | | | follow the | +| | | | | instructions in | +| | | | | the Quick Start | +| | | | | Guide included | +| | | | | in the box to | +| | | | | activate their | +| | | | | new equipment.C | +| | | | | redit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OPUS - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 36 | [] | What happens | If a | Content: What's | +| | | if a | customer | New Starting | +| | | customer | sends the | July 18, 2022, | +| | | sends the | device back | Customers who | +| | | device back | beyond the | have purchased | +| | | beyond the | 30 days | CRU tablets/Con | +| | | 30 days | after they | nected Laptops | +| | | after they | accept the | will now have | +| | | accept the | T&Cs, they | 30 days to | +| | | T&Cs? | will not be | initiate a | +| | | | eligible for | return or | +| | | | a refund or | exchange. | +| | | | exchange | Starting | +| | | | (Source: | February 24, | +| | | | AT&T | customers will | +| | | | Mobility | now have 30 | +| | | | Return | days to return | +| | | | Policy). | their devices | +| | | | | back to AT&T | +| | | | | for the | +| | | | | following | +| | | | | reasons:¶ | +| | | | | Warranty device | +| | | | | sInsurance | +| | | | | replacementNext | +| | | | | Turn-in | +| | | | | devicesBRE | +| | | | | devices¶ Note: | +| | | | | ¶ ¶ AT&T CRU | +| | | | | FAN and | +| | | | | FirstNet | +| | | | | Program (Agency | +| | | | | Paid (CRU) BRE | +| | | | | returns are | +| | | | | still 30 for Sm | +| | | | | artphones/Table | +| | | | | ts/Smart | +| | | | | devices from | +| | | | | purchase, but | +| | | | | if customer | +| | | | | initiated the | +| | | | | return within | +| | | | | that timeframe, | +| | | | | they’ll now | +| | | | | have 30 days to | +| | | | | mail the device | +| | | | | back to AT&T.¶ | +| | | | | ¶ This needs | +| | | | | to be | +| | | | | documented on | +| | | | | the account by | +| | | | | applying an | +| | | | | account note | +| | | | | with the | +| | | | | following | +| | | | | verbiage: | +| | | | | Suggested | +| | | | | Account note: | +| | | | | Customer | +| | | | | completed BRE | +| | | | | initiation | +| | | | | within 30 days | +| | | | | from purchase. | +| | | | | Customer must | +| | | | | send device | +| | | | | back to AT&T | +| | | | | within 30 days | +| | | | | of initiation.¶ | +| | | | | AT&T Signature | +| | | | | Program, | +| | | | | FirstNet | +| | | | | Subscriber Paid | +| | | | | (IRU) and non- | +| | | | | FAN CRU | +| | | | | customers BRE | +| | | | | is still 14 | +| | | | | days from | +| | | | | purchase.¶ | +| | | | | This needs to | +| | | | | be documented | +| | | | | on the account | +| | | | | by applying an | +| | | | | account note | +| | | | | with the | +| | | | | following | +| | | | | verbiage: | +| | | | | Suggested | +| | | | | Account note: | +| | | | | Customer | +| | | | | completed BRE | +| | | | | initiation | +| | | | | within 30 days | +| | | | | from purchase. | +| | | | | Customer must | +| | | | | send device | +| | | | | back to AT&T | +| | | | | within 30 days | +| | | | | of initiation.¶ | +| | | | | ¶ ¶ BRE | +| | | | | period for cash | +| | | | | and carry | +| | | | | begins day | +| | | | | after purchase | +| | | | | versus the | +| | | | | third day after | +| | | | | the ship date | +| | | | | for offers. ¶ | +| | | | | Do not use the | +| | | | | BRE process to | +| | | | | exchange an | +| | | | | Apple product | +| | | | | in need of | +| | | | | repair within | +| | | | | the first 30 | +| | | | | days, for | +| | | | | details refer | +| | | | | to Apple | +| | | | | Warranty | +| | | | | Replacement. ¶ | +| | | | | ¶ Contract- | +| | | | | Only BRE | +| | | | | Contract-only | +| | | | | BRE Exchange | +| | | | | allows | +| | | | | customers to | +| | | | | change from: ¶ | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up to 2-Year | +| | | | | (Where | +| | | | | applicable) | +| | | | | 2-Year to AT&T | +| | | | | Installment | +| | | | | Plan AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up to AT&T | +| | | | | Installment | +| | | | | Plan What I | +| | | | | Need to Know¶ | +| | | | | ¶ The customer | +| | | | | keeps the | +| | | | | existing | +| | | | | device; only | +| | | | | the contract is | +| | | | | changing. A | +| | | | | customer can | +| | | | | only complete | +| | | | | one contract- | +| | | | | only BRE | +| | | | | Exchange per | +| | | | | CTN. A | +| | | | | contract-only | +| | | | | BRE can only be | +| | | | | performed in | +| | | | | BCSS if the | +| | | | | device was | +| | | | | purchased in an | +| | | | | approved AT&T | +| | | | | Business | +| | | | | channel. | +| | | | | Otherwise, an | +| | | | | error message | +| | | | | displays | +| | | | | advising to | +| | | | | refer the | +| | | | | customer back | +| | | | | to the original | +| | | | | point of sale. | +| | | | | ABS Customer | +| | | | | Service | +| | | | | Channels ¶ ¶ | +| | | | | BCSS Any YODA | +| | | | | ID identified | +| | | | | as ABS in the | +| | | | | YODA Location | +| | | | | ID - BCSS BRE | +| | | | | Status Process | +| | | | | Time Frame | +| | | | | Within BRE If | +| | | | | a request is | +| | | | | made to change | +| | | | | the contract | +| | | | | terms of an act | +| | | | | ivation/upgrade | +| | | | | and the | +| | | | | contract is | +| | | | | within the BRE | +| | | | | period, follow | +| | | | | the contract- | +| | | | | only BRE | +| | | | | process. ¶ | +| | | | | CRU - Up to 30 | +| | | | | days from | +| | | | | purchaseAT&T | +| | | | | Signature | +| | | | | Program - Up to | +| | | | | 14 days from | +| | | | | purchase¶ | +| | | | | Outside BRE If | +| | | | | a request is | +| | | | | made to change | +| | | | | the contract | +| | | | | terms and the | +| | | | | contract is | +| | | | | outside of the | +| | | | | BRE period but | +| | | | | within the 60 | +| | | | | days, a manager | +| | | | | override is | +| | | | | required. ¶ | +| | | | | CRU - Up to 60 | +| | | | | days from | +| | | | | purchaseAT&T | +| | | | | Signature | +| | | | | Program - Up to | +| | | | | 44 days from | +| | | | | purchase ¶ | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up to 2-Year | +| | | | | Contract See | +| | | | | Buyer's Remorse | +| | | | | Exchange - | +| | | | | OPUS. What The | +| | | | | Customer Needs | +| | | | | to Know¶ The | +| | | | | customer must | +| | | | | accept the T&Cs | +| | | | | through www.att | +| | | | | .com/TnCCRU/: ¶ | +| | | | | The contract | +| | | | | change does not | +| | | | | process until | +| | | | | the T&Cs are | +| | | | | accepted.Normal | +| | | | | billing | +| | | | | continues until | +| | | | | T&Cs are | +| | | | | accepted and | +| | | | | the contract | +| | | | | changes. The | +| | | | | customer is | +| | | | | refunded taxes | +| | | | | for the AT&T | +| | | | | installment | +| | | | | plan agreement | +| | | | | to the original | +| | | | | form of payment | +| | | | | within 1-2 bill | +| | | | | cycles. Payment | +| | | | | for the new | +| | | | | pricing on the | +| | | | | device is due | +| | | | | at time of | +| | | | | processing. ¶ | +| | | | | ¶ ¶ 2-Year | +| | | | | Contract to | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan See | +| | | | | Buyer's Remorse | +| | | | | Exchange - | +| | | | | OPUS. What the | +| | | | | Customer Needs | +| | | | | to Know¶ The | +| | | | | customer must | +| | | | | accept the T&Cs | +| | | | | through www.att | +| | | | | .com/TnCCRU/: ¶ | +| | | | | The contract | +| | | | | change does not | +| | | | | process until | +| | | | | the T&Cs are | +| | | | | accepted. | +| | | | | Normal billing | +| | | | | continues until | +| | | | | the T&Cs are | +| | | | | accepted and | +| | | | | the contract | +| | | | | changes. The | +| | | | | customer is | +| | | | | refunded the | +| | | | | device price | +| | | | | paid plus any | +| | | | | taxes to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles. Payment | +| | | | | for the taxes | +| | | | | on the no- | +| | | | | commitment | +| | | | | pricing is due | +| | | | | at time of | +| | | | | processing.¶ ¶ | +| | | | | ¶ AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up to AT&T | +| | | | | Installment | +| | | | | Plan See | +| | | | | Buyer's Remorse | +| | | | | Exchange - | +| | | | | OPUS. What the | +| | | | | Customer Needs | +| | | | | to Know¶ | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ ¶ | +| | | | | Contract | +| | | | | PricingSet | +| | | | | preliminary | +| | | | | order | +| | | | | expectations.¶ | +| | | | | Remind the | +| | | | | customer of | +| | | | | their contract | +| | | | | renewal and | +| | | | | ETF.¶ | +| | | | | Smartphones and | +| | | | | netbooks - $325 | +| | | | | with a $10 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.Standard | +| | | | | devices - $150 | +| | | | | with a $4 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.¶ | +| | | | | Customers who | +| | | | | ordered a | +| | | | | device that did | +| | | | | require an | +| | | | | email address | +| | | | | for T&Cs | +| | | | | acceptance must | +| | | | | accept T&Cs | +| | | | | sent to their | +| | | | | email address | +| | | | | provided before | +| | | | | their device | +| | | | | ships.Advise | +| | | | | the customer to | +| | | | | follow the | +| | | | | instructions in | +| | | | | the Quick Start | +| | | | | Guide included | +| | | | | in the box to | +| | | | | activate their | +| | | | | new equipment.C | +| | | | | redit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OPUS - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer is | +| | | | | being provided | +| | | | | a credit even | +| | | | | though they are | +| | | | | beyond the | +| | | | | return period, | +| | | | | have the | +| | | | | customer send | +| | | | | back the device | +| | | | | – refer to: | +| | | | | Return | +| | | | | Label/Status | +| | | | | process. If the | +| | | | | customer wants | +| | | | | to Cancel | +| | | | | service:  | +| | | | | The customer | +| | | | | may cancel; | +| | | | | however, they | +| | | | | will be charged | +| | | | | the full retail | +| | | | | price of the | +| | | | | equipment or an | +| | | | | Early | +| | | | | Termination Fee | +| | | | | since the | +| | | | | equipment is | +| | | | | not eligible | +| | | | | for return. | +| | | | | Refer to the | +| | | | | Service | +| | | | | Cancellation | +| | | | | section of the | +| | | | |  AT&T Mobility | +| | | | | Return Policy . | +| | | | | If the customer | +| | | | | is porting | +| | | | | their number | +| | | | | out to another | +| | | | | carrier, do not | +| | | | | cancel their | +| | | | | service. Refer | +| | | | | to LNP (Number | +| | | | | Transfer) Port- | +| | | | | Out - BCSS for | +| | | | | details.  | +| | | | | Follow standard | +| | | | | cancellation | +| | | | | procedures for | +| | | | | your group:  | +| | | | | BMC: | +| | | | | Cancellation, | +| | | | | Retention, and | +| | | | | Red Flag | +| | | | | Procedures | +| | | | | BME: | +| | | | | Cancellation of | +| | | | | a Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | Do not use a | +| | | | | buyer's remorse | +| | | | | reason code.  | +| | | | | The customer is | +| | | | | responsible for | +| | | | | all applicable | +| | | | | monthly | +| | | | | charges, | +| | | | | activation fee, | +| | | | | and ETFs. Back | +| | | | | to Top Return | +| | | | | Eligible | +| | | | | Determine if | +| | | | | the customer | +| | | | | wants to Cancel | +| | | | | Service or Keep | +| | | | | Service. If | +| | | | | the customer | +| | | | | wishes to | +| | | | | Cancel Service: | +| | | | | Make a save | +| | | | | attempt. | +| | | | | Select the | +| | | | | cancellation | +| | | | | policy for your | +| | | | | group: BMC: | +| | | | | Cancellation, | +| | | | | Retention, and | +| | | | | Red Flag | +| | | | | Procedures | +| | | | | BME: | +| | | | | Cancellation of | +| | | | | a Corporate | +| | | | | Responsibility | +| | | | | User (CRU)   | +| | | | | Transfer all | +| | | | | other customers | +| | | | | to BMC. If the | +| | | | | customer is | +| | | | | porting their | +| | | | | number out to | +| | | | | another | +| | | | | carrier, do not | +| | | | | cancel their | +| | | | | service. Refer | +| | | | | to LNP (Number | +| | | | | Transfer) Port- | +| | | | | Out - BCSS for | +| | | | | details. | +| | | | | Delete any | +| | | | | parked | +| | | | | information and | +| | | | | cancel service. | +| | | | | See Delete | +| | | | | Parked | +| | | | | Information - | +| | | | | OPUS - Business | +| | | | | . Cancel the | +| | | | | service in | +| | | | | Telegence for | +| | | | | Buyer's Remorse | +| | | | | (BRE). · | +| | | | | Effective Date | +| | | | | - today's date. | +| | | | | · The Penalty | +| | | | | Treatment | +| | | | | defaults to | +| | | | | Waive Penalty | +| | | | | checked (reason | +| | | | | CTFA - credit- | +| | | | | contract term | +| | | | | fee). | +| | | | | Telegence | +| | | | | automatically | +| | | | | waives the | +| | | | | following when | +| | | | | BRE is | +| | | | | selected: | +| | | | | Activation fee | +| | | | | (if within | +| | | | | three days) | +| | | | | ETF Prorated | +| | | | | MRC Note the | +| | | | | account. The | +| | | | | cancellation is | +| | | | | effective | +| | | | | today. Fees | +| | | | | and adjustments | +| | | | | (ETF, | +| | | | | activation fee, | +| | | | | MRC) details. | +| | | | | Save attempt | +| | | | | details, if | +| | | | | applicable. | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know: | +| | | | | Cancel Service | +| | | | | Keep Service | +| | | | | Active Include | +| | | | | the following | +| | | | | with the | +| | | | | return: | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging. | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | |  Returned | +| | | | | equipment | +| | | | | should have all | +| | | | | security codes, | +| | | | | passwords, and | +| | | | | security locks | +| | | | | removed by the | +| | | | | customer. | +| | | | |  Customers must | +| | | | | remove Find My | +| | | | | iPhone | +| | | | | Activation Lock | +| | | | | from an iOS | +| | | | | device before | +| | | | | service, | +| | | | | return, or | +| | | | | exchange: To | +| | | | | assist a | +| | | | | customer with | +| | | | | disabling Find | +| | | | | My iPhone, | +| | | | | refer to How do | +| | | | | I turn off Find | +| | | | | My iPhone | +| | | | | remotely in | +| | | | | iCloud. | +| | | | | Service can be | +| | | | | resumed within | +| | | | | 59 days: | +| | | | | AT&T cannot | +| | | | | guarantee their | +| | | | | number(s) will | +| | | | | be available | +| | | | | upon | +| | | | | reinstatement. | +| | | | | If service is | +| | | | | reinstated to | +| | | | | active within | +| | | | | 59 days, the | +| | | | | Rollover | +| | | | | Minutes are | +| | | | | retained. | +| | | | | The | +| | | | | cancellation is | +| | | | | effective | +| | | | | today. The ETF | +| | | | | is waived. | +| | | | | Refund the | +| | | | | equipment | +| | | | | upgrade fee if | +| | | | | equipment is | +| | | | | returned within | +| | | | | three days of | +| | | | | the purchase | +| | | | | date. The | +| | | | | activation fee | +| | | | | is waived if | +| | | | | cancelled | +| | | | | within three | +| | | | | days, excluding | +| | | | | weekends. The | +| | | | | customer is | +| | | | | responsible for | +| | | | | all usage | +| | | | | charges | +| | | | | associated with | +| | | | | the line being | +| | | | | cancelled, up | +| | | | | to the date of | +| | | | | cancellation: | +| | | | | The customer | +| | | | | receives a | +| | | | | final prorated | +| | | | | invoice. | +| | | | | For information | +| | | | | about deposit | +| | | | | refunds, see | +| | | | | the Payment | +| | | | | Research and | +| | | | | Refunds | +| | | | | Decision Flow. | +| | | | | Include the | +| | | | | following with | +| | | | | the return: | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | | Returned | +| | | | | equipment | +| | | | | should have all | +| | | | | security codes, | +| | | | | passwords, and | +| | | | | security locks | +| | | | | removed by the | +| | | | | customer. | +| | | | | Customers must | +| | | | | remove Find My | +| | | | | iPhone | +| | | | | Activation Lock | +| | | | | from an iOS | +| | | | | device before | +| | | | | service, | +| | | | | return, or | +| | | | | exchange: To | +| | | | | assist a | +| | | | | customer with | +| | | | | disabling Find | +| | | | | My iPhone, | +| | | | | refer to How do | +| | | | | I turn off Find | +| | | | | My iPhone | +| | | | | remotely in | +| | | | | iCloud. AT&T | +| | | | | cannot accept | +| | | | | an iOS device | +| | | | | marked as lost | +| | | | | for service or | +| | | | | exchange under | +| | | | | any | +| | | | | circumstances. | +| | | | | Device and all | +| | | | | components | +| | | | | (manual, | +| | | | | battery, | +| | | | | software, and | +| | | | | charger). The | +| | | | | customer does | +| | | | | not need to | +| | | | | return the SIM | +| | | | | to be eligible | +| | | | | for the refund. | +| | | | | The customer is | +| | | | | responsible for | +| | | | | all usage | +| | | | | charges | +| | | | | associated with | +| | | | | the line being | +| | | | | returned. | +| | | | | Refund the | +| | | | | equipment | +| | | | | upgrade fee if | +| | | | | equipment is | +| | | | | returned within | +| | | | | three days of | +| | | | | the purchase | +| | | | | date.  For | +| | | | | upgrade | +| | | | | returns, | +| | | | | Source: | +| | | | | Content: Device | +| | | | | Troubleshooting | +| | | | | | Device | +| | | | | Eligibility | | +| | | | | Return | +| | | | | Ineligible | +| | | | | | Return | +| | | | | Eligible | Dual | +| | | | | SIM Dual | +| | | | | Standby What's | +| | | | | New October 6, | +| | | | | 2022 Update: | +| | | | | Updates are | +| | | | | under the Send | +| | | | | a return label | +| | | | | section | +| | | | | and highlighted | +| | | | | in yellow. This | +| | | | | round of | +| | | | | updates are due | +| | | | | to minor | +| | | | | changes made to | +| | | | | the Pitney | +| | | | | Bowes Website.S | +| | | | | eptember 7, | +| | | | | 2022 Update: | +| | | | | Updated the | +| | | | | return label | +| | | | | and tracking a | +| | | | | return steps | +| | | | | under the | +| | | | | Customer does | +| | | | | not have BRE | +| | | | | label that was | +| | | | | shipped with | +| | | | | the device sect | +| | | | | ion. Starting | +| | | | | July 18, | +| | | | | 2022, Customers | +| | | | | who have | +| | | | | purchased CRU t | +| | | | | ablets/Connecte | +| | | | | d Laptops will | +| | | | | now have 30 | +| | | | | days to | +| | | | | initiate a | +| | | | | return or | +| | | | | exchange. | +| | | | | Customers may | +| | | | | wish to return | +| | | | | their device | +| | | | | and may cancel | +| | | | | or retain their | +| | | | | service.  BRE | +| | | | | period for cash | +| | | | | and carry | +| | | | | begins day | +| | | | | after purchase | +| | | | | versus the | +| | | | | third day after | +| | | | | the ship date | +| | | | | for offers. | +| | | | | Do not use the | +| | | | | BRE process to | +| | | | | exchange an | +| | | | | Apple product | +| | | | | in need of | +| | | | | repair within | +| | | | | the first 30 | +| | | | | days, for | +| | | | | details refer | +| | | | | to Apple | +| | | | | Warranty | +| | | | | Replacement.  | +| | | | | Reference Non- | +| | | | | Returned Device | +| | | | | bill example | +| | | | | for an example | +| | | | | of how charges | +| | | | | will look on | +| | | | | the customers | +| | | | | bill. Device | +| | | | | Troubleshooting | +| | | | | Before | +| | | | | attempting to | +| | | | | Return or | +| | | | | Exchange | +| | | | | Equipment, | +| | | | | determine why | +| | | | | the customer | +| | | | | would like to | +| | | | | return the | +| | | | | equipment.  If | +| | | | | there is a | +| | | | | problem with | +| | | | | the equipment, | +| | | | | attempt to | +| | | | | resolve using: | +| | | | | Billing Issue | +| | | | | (BILog) and | +| | | | | Device Issue | +| | | | | (DI) Logs / | +| | | | | Software | +| | | | | Updates Device | +| | | | | Troubleshooting | +| | | | | Policy - BCSS | +| | | | | Back to Top | +| | | | | Device | +| | | | | Eligibility | +| | | | | Use Order | +| | | | | Track, rather | +| | | | | than the | +| | | | | biller, to | +| | | | | determine the | +| | | | | number of days | +| | | | | since the | +| | | | | equipment was | +| | | | | shipped or | +| | | | | purchased in | +| | | | | store.  This | +| | | | | is based on the | +| | | | | number of | +| | | | | calendar days.  | +| | | | | DF Orders: Day | +| | | | | one is the | +| | | | | third day after | +| | | | | the device was | +| | | | | shipped.  | +| | | | | Purchased at a | +| | | | | retail | +| | | | | location: Day | +| | | | | one is the day | +| | | | | after the | +| | | | | customer | +| | | | | purchased the | +| | | | | device.  | +| | | | | Example: If the | +| | | | | customer | +| | | | | purchases the | +| | | | | device cash and | +| | | | | carry at 8:30 | +| | | | | p.m. on | +| | | | | September 24, | +| | | | | the next day is | +| | | | | considered day | +| | | | | one. The CRU | +| | | | | FAN customer | +| | | | | has until the | +| | | | | end of October | +| | | | | 24, while the | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customer would | +| | | | | have until the | +| | | | | end of October | +| | | | | 8 to return the | +| | | | | device in-store | +| | | | | or initiate a | +| | | | | return by mail. | +| | | | | See the AT&T | +| | | | | Mobility Return | +| | | | | Policy.  The | +| | | | | eligibility | +| | | | | criteria below | +| | | | | may not reflect | +| | | | | the return | +| | | | | policies of | +| | | | | National | +| | | | | Retailers of | +| | | | | AT&T.  | +| | | | | Eligible Not | +| | | | | Eligible | +| | | | | Equipment must | +| | | | | be: In like- | +| | | | | new condition | +| | | | | with no | +| | | | | physical or | +| | | | | liquid damage | +| | | | | (includes AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment from | +| | | | | wireless.att.co | +| | | | | m and orders) | +| | | | | In the original | +| | | | | packaging* | +| | | | | accompanied | +| | | | | with a receipt: | +| | | | | Original | +| | | | | packaging may | +| | | | | have the UPC | +| | | | | code cut from | +| | | | | the box for | +| | | | | rebate | +| | | | | purposes. If | +| | | | | only the | +| | | | | manufacturer's | +| | | | | box is absent, | +| | | | | all original | +| | | | | contents can be | +| | | | | returned in | +| | | | | another box. | +| | | | | A device that | +| | | | | was an out-of- | +| | | | | box failure | +| | | | | (OBF) | +| | | | | Equipment that: | +| | | | | Has physical or | +| | | | | liquid damage | +| | | | | Is not | +| | | | | AT&T-branded | +| | | | | Gift and | +| | | | | Ringtone cards | +| | | | | SIM card | +| | | | | Incomplete | +| | | | | device kits, | +| | | | | unless | +| | | | | delivered to | +| | | | | customer | +| | | | | incomplete | +| | | | | Equipment is | +| | | | | Lost or Stolen | +| | | | | Equipment | +| | | | | received via | +| | | | | Device | +| | | | | Protection | +| | | | | Equipment sold | +| | | | | at the closeout | +| | | | | price* | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Device | +| | | | | Protection for | +| | | | | non-iPhone | +| | | | | devices. | +| | | | | Transfer the | +| | | | | customer to | +| | | | | Asurion. | +| | | | | Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing: | +| | | | | Equipment | +| | | | | Upgrades | +| | | | | Ordering - BCSS | +| | | | | Closeout | +| | | | | Pricing Policy | +| | | | | Equipment sold | +| | | | | at the closeout | +| | | | | price is | +| | | | | considered | +| | | | | final. | +| | | | | Customers | +| | | | | purchasing a | +| | | | | device sold at | +| | | | | closeout | +| | | | | pricing are not | +| | | | | eligible to | +| | | | | exchange for a | +| | | | | different | +| | | | | device except | +| | | | | dead on arrival | +| | | | | (DOA) or OBF. | +| | | | | Closeout | +| | | | | equipment can | +| | | | | be returned if | +| | | | | the service is | +| | | | | being | +| | | | | cancelled, for | +| | | | | new | +| | | | | activations, or | +| | | | | if an existing | +| | | | | customer wishes | +| | | | | to return to | +| | | | | their previous | +| | | | | or COAM device. | +| | | | | Back to Top | +| | | | | Return | +| | | | | Ineligible The | +| | | | | equipment is | +| | | | | outside the | +| | | | | return period | +| | | | | or Not Eligible | +| | | | | to return. | +| | | | | Provide these | +| | | | | options:  | +| | | | | Check to see if | +| | | | | the device is | +| | | | | eligible for a | +| | | | | warranty | +| | | | | exchange. | +| | | | | BCSS:  Device | +| | | | | Warranty | +| | | | | Exchange | +| | | | | Process - | +| | | | | ATS/MTS RLM: | +| | | | | See the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | article for | +| | | | | your group.  | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Device | +| | | | | Protection. | +| | | | | Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing. | +| | | | | Source: | +| | | | | Content: to | +| | | | | Wireless | +| | | | | service | +| | | | | purchases via | +| | | | | the mail only. | +| | | | | Customers who | +| | | | | call within 30 | +| | | | | days of the | +| | | | | purchase date | +| | | | | for CRU and 14 | +| | | | | days for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU and | +| | | | | opt to return | +| | | | | equipment in | +| | | | | the mail, have | +| | | | | an additional | +| | | | | 30 days from | +| | | | | the date they | +| | | | | call to return | +| | | | | the equipment | +| | | | | and still get a | +| | | | | refund. Retail | +| | | | | Store Returns: | +| | | | | Review the | +| | | | | steps to return | +| | | | | equipment to an | +| | | | | AT&T Retail | +| | | | | store. Use | +| | | | | the Store | +| | | | | Locator to find | +| | | | | the closest | +| | | | | store for the | +| | | | | customer. | +| | | | | Advise the | +| | | | | caller on the | +| | | | | policy | +| | | | | regarding | +| | | | | Retail | +| | | | | Authorized | +| | | | | Users (RAUs) . | +| | | | | Include this | +| | | | | material with | +| | | | | the return: | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging | +| | | | | Device and all | +| | | | | components | +| | | | | (manual, | +| | | | | battery, | +| | | | | software, and | +| | | | | charger) | +| | | | | Refund the | +| | | | | equipment | +| | | | | upgrade fee if | +| | | | | equipment is | +| | | | | returned within | +| | | | | three days of | +| | | | | the purchase | +| | | | | date. The | +| | | | | store processes | +| | | | | eligible | +| | | | | returns and | +| | | | | refunds the | +| | | | | customer | +| | | | | credit/debit- | +| | | | | card refunds | +| | | | | only. | +| | | | | Recommend the | +| | | | | customer brings | +| | | | | the debit or | +| | | | | credit card | +| | | | | used for the | +| | | | | original | +| | | | | purchase. Note | +| | | | | the account | +| | | | | with the | +| | | | | details of the | +| | | | | return. | +| | | | | Include the | +| | | | | make and model | +| | | | | of the | +| | | | | equipment being | +| | | | | returned. | +| | | | | Returns In the | +| | | | | Mail Customers | +| | | | | should keep | +| | | | | this | +| | | | | information for | +| | | | | their records: | +| | | | | IMEI | +| | | | | information. | +| | | | | Tracking | +| | | | | number/proof of | +| | | | | shipment. | +| | | | | Postage-paid | +| | | | | return labels | +| | | | | have a 24-digit | +| | | | | tracking number | +| | | | | (starts with | +| | | | | 610) that can | +| | | | | be used to view | +| | | | | the status of | +| | | | | the equipment | +| | | | | return on | +| | | | | the Pitney | +| | | | | Bowes website. | +| | | | | Copy of | +| | | | | original | +| | | | | invoice. | +| | | | | Include the | +| | | | | following with | +| | | | | the return: | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | | Customers who | +| | | | | call within 30 | +| | | | | days of the | +| | | | | purchase date | +| | | | | for CRU and 14 | +| | | | | days for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU and | +| | | | | opt to return | +| | | | | equipment in | +| | | | | the mail, have | +| | | | | an additional | +| | | | | 30 days from | +| | | | | the date they | +| | | | | call to return | +| | | | | the equipment | +| | | | | and still get a | +| | | | | refund. To | +| | | | | support this | +| | | | | rule, leave a | +| | | | | specific note | +| | | | | on the account: | +| | | | | Customer | +| | | | | completed BRE | +| | | | | initiation | +| | | | | within [xx] | +| | | | | days from | +| | | | | purchase. | +| | | | | Customer must | +| | | | | send device | +| | | | | back to AT&T | +| | | | | within 30 days | +| | | | | of initiation. | +| | | | | Note the | +| | | | | account: The | +| | | | | customer is | +| | | | | returning their | +| | | | | phone.  Include | +| | | | | the make and | +| | | | | model of the | +| | | | | equipment being | +| | | | | returned.  If | +| | | | | the customer is | +| | | | | cancelling the | +| | | | | service be sure | +| | | | | to include the | +| | | | | cancellation in | +| | | | | the notes. | +| | | | | Customer has | +| | | | | BRE label that | +| | | | | was shipped | +| | | | | with the | +| | | | | device: Simply | +| | | | | affix label to | +| | | | | the original | +| | | | | shipping box or | +| | | | | another box and | +| | | | | ship with | +| | | | | outgoing mail. | +| | | | | Customer does | +| | | | | not have BRE | +| | | | | label that was | +| | | | | shipped with | +| | | | | the device: | +| | | | | Send a return | +| | | | | label 1. | +| | | | | Select Pitney | +| | | | | Bowes Client | +| | | | | Connect. 2. | +| | | | | Enter the RMA | +| | | | | number | +| | | | | associated with | +| | | | | the return 3. | +| | | | | Select | +| | | | | "Continue" | +| | | | | Button 4. | +| | | | | Enter the | +| | | | | customer’s | +| | | | | name, address, | +| | | | | and email | +| | | | | address (for | +| | | | | confirmation). | +| | | | | 5. Enter email | +| | | | | address where | +| | | | | customer will | +| | | | | receive return | +| | | | | label. 6. | +| | | | | Optional: | +| | | | | select whether | +| | | | | the customer | +| | | | | wants to | +| | | | | receive | +| | | | | tracking | +| | | | | information via | +| | | | | email or text | +| | | | | message. | +| | | | | Confirm that | +| | | | | the customer | +| | | | | consents to | +| | | | | receive updates | +| | | | | on the status | +| | | | | of their return | +| | | | | via the email | +| | | | | or phone number | +| | | | | provided by | +| | | | | them during the | +| | | | | call. 7. | +| | | | | Select "Create | +| | | | | Shipping | +| | | | | Label." 8. | +| | | | | You will be | +| | | | | presented with | +| | | | | options for the | +| | | | | customer to (a) | +| | | | | print a copy of | +| | | | | their label or | +| | | | | (b) receive a | +| | | | | QR code for | +| | | | | USPS to scan. | +| | | | | 9. If you | +| | | | | select "Print | +| | | | | USPS Standard | +| | | | | Shipping Return | +| | | | | Label," this | +| | | | | page appears, | +| | | | | and you will | +| | | | | have the option | +| | | | | to (a) email a | +| | | | | copy of the | +| | | | | return label to | +| | | | | an alternate | +| | | | | email or (b) | +| | | | | schedule a free | +| | | | | USPS pickup. | +| | | | | If you select | +| | | | | "Copy Alternate | +| | | | | Email," enter | +| | | | | the email | +| | | | | address the | +| | | | | customer would | +| | | | | like the label | +| | | | | to be delivered | +| | | | | to. If you | +| | | | | select | +| | | | | "Schedule Free | +| | | | | USPS Pickup," | +| | | | | this is the | +| | | | | screen appears | +| | | | | – enter all | +| | | | | necessary | +| | | | | details and | +| | | | | then select | +| | | | | “Schedule | +| | | | | Pickup” at the | +| | | | | bottom. 10. | +| | | | | If you select | +| | | | | the QR code | +| | | | | option, the QR | +| | | | | code will be | +| | | | | emailed to the | +| | | | | customer, which | +| | | | | they can | +| | | | | present to USPS | +| | | | | to scan. A | +| | | | | summary screen | +| | | | | of how to use | +| | | | | the Code will | +| | | | | display. Email | +| | | | | to customer: | +| | | | | Enter their | +| | | | | email address. | +| | | | | The email is | +| | | | | from AT&T | +| | | | | Direct | +| | | | | Fulfillment | +| | | | | Returns and the | +| | | | | subject line | +| | | | | displays, Your | +| | | | | AT&T Return | +| | | | | Label is | +| | | | | Enclosed. The | +| | | | | Service Level | +| | | | | Agreement (SLA) | +| | | | | is less than 4 | +| | | | | hours.To Check | +| | | | | Status of a | +| | | | | Return 1. Use | +| | | | | Pitney Bowes - | +| | | | | Track a Return. | +| | | | | 2. Enter the | +| | | | | RMA or Tracking | +| | | | | Number. 3. | +| | | | | Hit Search. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 37 | [] | What if a | I don't | Content: Is the | +| | | customer | know. Can | battery | +| | | returns a | you please | missing? Is | +| | | device that | provide more | watch unpaired? | +| | | wasn't in | context or | Devices can't | +| | | the quote? | information | be returned to | +| | | Does AT&T | about the | a customer. | +| | | still accept | situation? | Any customer | +| | | the device | | data left on | +| | | and give | | the device is | +| | | them the | | removed through | +| | | current | | a stringent | +| | | value for | | multi-step | +| | | it? | | process. | +| | | | | They're | +| | | | | credited at the | +| | | | | BAN-level. | +| | | | | Devices | +| | | | | credited after | +| | | | | arrival and | +| | | | | processing at | +| | | | | Processing | +| | | | | Center. AT&T | +| | | | | wireless BAN | +| | | | | credits aren't | +| | | | | delayed while | +| | | | | awaiting full | +| | | | | order receipt. | +| | | | | Multiple AT&T | +| | | | | wireless BAN | +| | | | | credits on a | +| | | | | unique Quote ID | +| | | | | are possible. | +| | | | | They receive | +| | | | | messages | +| | | | | throughout the | +| | | | | transaction | +| | | | | explaining the | +| | | | | possibility of | +| | | | | multiple | +| | | | | credits per | +| | | | | Quote ID, and | +| | | | | also have | +| | | | | access to | +| | | | | device-level | +| | | | | status at all | +| | | | | times through | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In tool. | +| | | | | Credit appears | +| | | | | on their AT&T | +| | | | | wireless | +| | | | | account, | +| | | | | usually within | +| | | | | 2 billing | +| | | | | cycles. Source: | +| | | | | Content: Assist | +| | | | | customers with | +| | | | | disputes and | +| | | | | escalations for | +| | | | | device | +| | | | | protection non- | +| | | | | returned fee | +| | | | | (NRFs).  These | +| | | | | calls are | +| | | | | handled by | +| | | | | AT&T, instead | +| | | | | of | +| | | | | Asurion.Heads | +| | | | | up:  Calls | +| | | | | about non- | +| | | | | returned fees | +| | | | | (NRFs) through | +| | | | | Asurion's | +| | | | | wireless | +| | | | | protection are | +| | | | | handled by AT&T | +| | | | | only, not | +| | | | | Asurion. Do not | +| | | | | transfer | +| | | | | customers to | +| | | | | Asurion if they | +| | | | | call about the | +| | | | | NRF.  Follow | +| | | | | the steps | +| | | | | outlined in the | +| | | | | scenarios | +| | | | | below. | +| | | | | Customers who | +| | | | | file a claim | +| | | | | for a lost or | +| | | | | stolen device | +| | | | | are not | +| | | | | required to | +| | | | | return their | +| | | | | original | +| | | | | device. A non- | +| | | | | return charge | +| | | | | of up to $850 | +| | | | | based on make | +| | | | | and model of | +| | | | | the original | +| | | | | device will be | +| | | | | added to the | +| | | | | customer's | +| | | | | mobility bill | +| | | | | for failure to | +| | | | | return their | +| | | | | damaged device. | +| | | | | Non-return fee | +| | | | | requirements | +| | | | | are outlined in | +| | | | | the Terms and | +| | | | | Conditions of | +| | | | | Coverage. | +| | | | | For more | +| | | | | information, | +| | | | | customers can | +| | | | | visit phoneclai | +| | | | | m.com/att/progr | +| | | | | am-terms. | +| | | | | Customer are | +| | | | | notified | +| | | | | frequently | +| | | | | throughout the | +| | | | | claims process | +| | | | | that they need | +| | | | | to return their | +| | | | | damaged/malfunc | +| | | | | tioning device | +| | | | | or they will be | +| | | | | charged a non- | +| | | | | return if not | +| | | | | received at the | +| | | | | AT&T Warehouse | +| | | | | (CTDI). If the | +| | | | | customer | +| | | | | received a | +| | | | | second | +| | | | | replacement | +| | | | | device because | +| | | | | the first one | +| | | | | wasn't working, | +| | | | | they will need | +| | | | | to return the | +| | | | | first | +| | | | | replacement | +| | | | | device or be | +| | | | | charged a non- | +| | | | | return fee. | +| | | | | Customer | +| | | | | Scenarios | +| | | | | Customer does | +| | | | | not know why a | +| | | | | non-return fee | +| | | | | appeared on | +| | | | | their bill. | +| | | | | Customers are | +| | | | | informed | +| | | | | multiple times | +| | | | | after | +| | | | | enrollment and | +| | | | | throughout the | +| | | | | claims process | +| | | | | that they must | +| | | | | return their | +| | | | | original | +| | | | | damaged device | +| | | | | within 15 days | +| | | | | of receiving | +| | | | | their | +| | | | | replacement | +| | | | | device or they | +| | | | | will be charged | +| | | | | a non-return | +| | | | | fee up to $850. | +| | | | | Customers also | +| | | | | receive | +| | | | | multiple | +| | | | | communications | +| | | | | during the | +| | | | | first 30-days | +| | | | | from filing | +| | | | | their claim | +| | | | | that inform | +| | | | | them the exact | +| | | | | amount they | +| | | | | will be charged | +| | | | | if they don’t | +| | | | | return their | +| | | | | original | +| | | | | damaged device. | +| | | | | SMSs sent 2 and | +| | | | | 7 days after | +| | | | | replacement | +| | | | | device is | +| | | | | delivered. Up | +| | | | | to 4 calls are | +| | | | | made to remind | +| | | | | customers to | +| | | | | return their | +| | | | | device. Email | +| | | | | sent when | +| | | | | original | +| | | | | damaged device | +| | | | | is received. | +| | | | | Email sent to | +| | | | | inform | +| | | | | customers of | +| | | | | the NRF that | +| | | | | has been | +| | | | | charged if | +| | | | | original | +| | | | | damaged device | +| | | | | hasn't been | +| | | | | received after | +| | | | | 35 days. | +| | | | | Emails sent to | +| | | | | inform | +| | | | | customers of | +| | | | | the NRF credit | +| | | | | that has been | +| | | | | applied if dama | +| | | | | ged/malfunction | +| | | | | ing was | +| | | | | received after | +| | | | | the NRF charge | +| | | | | had been | +| | | | | originally | +| | | | | applied. | +| | | | | Customer | +| | | | | insists device | +| | | | | was returned | +| | | | | but systems | +| | | | | show no record | +| | | | | of receipt. If | +| | | | | you can see | +| | | | | that the device | +| | | | | has been | +| | | | | received in | +| | | | | Order Track: | +| | | | | Verify if a | +| | | | | pending credit | +| | | | | has been | +| | | | | applied for the | +| | | | | NRF charge. If | +| | | | | credit has not | +| | | | | been applied, | +| | | | | use CDE (Credit | +| | | | | Decision Engine | +| | | | | )/OPUS/TLG to | +| | | | | process using | +| | | | | the NFR credit | +| | | | | code (NRFRVS). | +| | | | | If you are | +| | | | | unable to view | +| | | | | the device as | +| | | | | received in | +| | | | | Order Track:Add | +| | | | | itional | +| | | | | research will | +| | | | | be needed to | +| | | | | determine if | +| | | | | the device has | +| | | | | been received | +| | | | | in the | +| | | | | warehouse, | +| | | | | making the | +| | | | | customer | +| | | | | eligible for | +| | | | | credit of | +| | | | | charges.Follow | +| | | | | the applicable | +| | | | | process: | +| | | | | Open an | +| | | | | Equipment | +| | | | | Inquiry Clarify | +| | | | | case. | +| | | | | Verify customer | +| | | | | has mailed out | +| | | | | the package | +| | | | | using USPS | +| | | | | tracking number | +| | | | | at http://track | +| | | | | ing.smartlabel. | +| | | | | com/.  Customer | +| | | | | will need to | +| | | | | provide the | +| | | | | USPS tracking | +| | | | | number.  | +| | | | | Verify the | +| | | | | device has not | +| | | | | been received | +| | | | | by AT&T by | +| | | | | searching both | +| | | | | the IMEI and | +| | | | | RMA# in AIR. | +| | | | | IMEI lookup is | +| | | | | necessary in | +| | | | | case warehouse | +| | | | | has accepted | +| | | | | the device | +| | | | | against an | +| | | | | exception RMA, | +| | | | | e.g. after NUG | +| | | | | RMA has | +| | | | | expired. RMA# | +| | | | | lookup is | +| | | | | necessary in | +| | | | | case customer | +| | | | | has mailed in a | +| | | | | comparable | +| | | | | device which | +| | | | | warehouse | +| | | | | accepted | +| | | | | against the NUG | +| | | | | RMA. | +| | | | | Verify IMEI | +| | | | | network usage | +| | | | | in TORCH . | +| | | | | If there is no | +| | | | | usage after the | +| | | | | mailing date, | +| | | | | it's lost in | +| | | | | transit: | +| | | | | Credit customer | +| | | | | for the non- | +| | | | | return | +| | | | | fee/remaining | +| | | | | IP balance. | +| | | | | Blacklist IMEI. | +| | | | | If the | +| | | | | blacklisted | +| | | | | customer calls, | +| | | | | follow current | +| | | | | lost-in-transit | +| | | | | process to | +| | | | | remove it from | +| | | | | Blacklist. . | +| | | | | If there is | +| | | | | usage after the | +| | | | | mailing date: | +| | | | | If IMEI is used | +| | | | | by a CTN | +| | | | | belonging to | +| | | | | the same | +| | | | | account holder | +| | | | | or it belongs | +| | | | | to another CTN | +| | | | | that has | +| | | | | previous | +| | | | | communications | +| | | | | with IMEI | +| | | | | owner: Do | +| | | | | not Blacklist | +| | | | | IMEI. Do not | +| | | | | credit customer | +| | | | | for the non- | +| | | | | return | +| | | | | fee/remaining | +| | | | | IP balance. | +| | | | | Otherwise, it's | +| | | | | lost in | +| | | | | transit: | +| | | | | Credit customer | +| | | | | for the non- | +| | | | | return | +| | | | | fee/remaining | +| | | | | IP balance. | +| | | | | Blacklist IMEI. | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ ¶ | +| | | | | Contract | +| | | | | PricingSet | +| | | | | preliminary | +| | | | | order | +| | | | | expectations.¶ | +| | | | | Remind the | +| | | | | customer of | +| | | | | their contract | +| | | | | renewal and | +| | | | | ETF.¶ | +| | | | | Smartphones and | +| | | | | netbooks - $325 | +| | | | | with a $10 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.Standard | +| | | | | devices - $150 | +| | | | | with a $4 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.¶ | +| | | | | Customers who | +| | | | | ordered a | +| | | | | device that did | +| | | | | require an | +| | | | | email address | +| | | | | for T&Cs | +| | | | | acceptance must | +| | | | | accept T&Cs | +| | | | | sent to their | +| | | | | email address | +| | | | | provided before | +| | | | | their device | +| | | | | ships.Advise | +| | | | | the customer to | +| | | | | follow the | +| | | | | instructions in | +| | | | | the Quick Start | +| | | | | Guide included | +| | | | | in the box to | +| | | | | activate their | +| | | | | new equipment.C | +| | | | | redit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OPUS - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with | +| | | | | Source: | +| | | | | Content: Device | +| | | | | Troubleshooting | +| | | | | ¶ Before | +| | | | | attempting to | +| | | | | Exchange | +| | | | | Equipment, | +| | | | | determine why | +| | | | | the customer | +| | | | | would like to | +| | | | | return the | +| | | | | equipment. If | +| | | | | there is a | +| | | | | problem with | +| | | | | the equipment, | +| | | | | attempt to | +| | | | | resolve using | +| | | | | the | +| | | | | troubleshooting | +| | | | | pages below:¶ | +| | | | | Billing Issue | +| | | | | (BILog) and | +| | | | | Device Issue | +| | | | | (DI) Logs / | +| | | | | Software | +| | | | | UpdatesDevice | +| | | | | Troubleshooting | +| | | | | Policy - BCSS ¶ | +| | | | | ¶ Device | +| | | | | Eligibility | +| | | | | Use Order | +| | | | | Track, rather | +| | | | | than the | +| | | | | biller, to | +| | | | | determine the | +| | | | | number of days | +| | | | | since the | +| | | | | equipment was | +| | | | | shipped or | +| | | | | purchased in | +| | | | | store. ¶ This | +| | | | | is based on the | +| | | | | number of | +| | | | | calendar days. | +| | | | | DF Orders: Day | +| | | | | one is the | +| | | | | third day after | +| | | | | the device was | +| | | | | shipped. | +| | | | | Purchased at a | +| | | | | retail | +| | | | | location: Day | +| | | | | one is the day | +| | | | | after the | +| | | | | customer | +| | | | | purchased the | +| | | | | device. | +| | | | | Example: If the | +| | | | | customer | +| | | | | purchases the | +| | | | | device cash and | +| | | | | carry at 8:30 | +| | | | | p.m. on | +| | | | | September 24, | +| | | | | the next day is | +| | | | | considered day | +| | | | | one. The CRU | +| | | | | FAN customer | +| | | | | has until the | +| | | | | end of October | +| | | | | 24, while the | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customer would | +| | | | | have until the | +| | | | | end of October | +| | | | | 8 to return the | +| | | | | device in-store | +| | | | | or initiate a | +| | | | | return by | +| | | | | mail.See the | +| | | | | AT&T Mobility | +| | | | | Return Policy. | +| | | | | The eligibility | +| | | | | criteria below | +| | | | | may not reflect | +| | | | | the return | +| | | | | policies of | +| | | | | National | +| | | | | Retailers of | +| | | | | AT&T. ¶ ¶ | +| | | | | EligibleNot Eli | +| | | | | gibleEquipment | +| | | | | must be:¶ In | +| | | | | like-new | +| | | | | condition with | +| | | | | no physical or | +| | | | | liquid damage | +| | | | | (includes AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment from | +| | | | | wireless.att.co | +| | | | | m and direct- | +| | | | | fulfillment | +| | | | | orders)In the | +| | | | | original | +| | | | | packaging* | +| | | | | accompanied | +| | | | | with a receipt: | +| | | | | ¶ Original | +| | | | | packaging may | +| | | | | have the UPC | +| | | | | code cut from | +| | | | | the box for | +| | | | | rebate | +| | | | | purposes.If | +| | | | | only the | +| | | | | manufacturer's | +| | | | | box is absent, | +| | | | | all original | +| | | | | contents can be | +| | | | | returned in | +| | | | | another box.¶ | +| | | | | A device that | +| | | | | was an out-of- | +| | | | | box failure | +| | | | | (OBF)¶ One | +| | | | | equipment | +| | | | | exchange within | +| | | | | 30 days of | +| | | | | original order | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU. | +| | | | | Exceptions:¶ ¶ | +| | | | | Closeout | +| | | | | pricing device | +| | | | | that was out- | +| | | | | of-the box | +| | | | | failure or dead | +| | | | | on arrival | +| | | | | (DOA).Allow | +| | | | | customers with | +| | | | | a disability | +| | | | | multiple | +| | | | | exchanges to | +| | | | | ensure their | +| | | | | equipment | +| | | | | selection meets | +| | | | | their needs.If | +| | | | | the exchange | +| | | | | request is due | +| | | | | to a | +| | | | | manufacturer | +| | | | | defect within | +| | | | | the first 30 | +| | | | | days of | +| | | | | purchase for | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU, | +| | | | | multiple | +| | | | | exchanges are | +| | | | | allowed with | +| | | | | manager | +| | | | | approval and | +| | | | | notation on the | +| | | | | account.¶ ¶ | +| | | | | Equipment | +| | | | | that:¶ Has | +| | | | | physical or | +| | | | | liquid | +| | | | | damage.Is not | +| | | | | AT&T-branded.¶ | +| | | | | Gift and | +| | | | | Ringtone | +| | | | | cardsSIM | +| | | | | cardsIncomplete | +| | | | | device kits, | +| | | | | unless | +| | | | | delivered to | +| | | | | customer | +| | | | | incomplete | +| | | | | Equipment is | +| | | | | Lost or | +| | | | | StolenEquipment | +| | | | | received via | +| | | | | Mobile Insuranc | +| | | | | eEquipment sold | +| | | | | at the closeout | +| | | | | price* ¶ ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile | +| | | | | Insurance for | +| | | | | non-iPhone devi | +| | | | | ces.Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing¶ ¶ | +| | | | | *Closeout | +| | | | | Pricing Policy¶ | +| | | | | ¶ Equipment | +| | | | | sold at the | +| | | | | closeout price | +| | | | | is considered | +| | | | | final. | +| | | | | Customers | +| | | | | purchasing a | +| | | | | device sold at | +| | | | | closeout | +| | | | | pricing are not | +| | | | | eligible to | +| | | | | exchange for a | +| | | | | different | +| | | | | device except | +| | | | | dead on arrival | +| | | | | (DOA) or OBF. | +| | | | | Closeout | +| | | | | equipment can | +| | | | | be returned if | +| | | | | the service is | +| | | | | being | +| | | | | cancelled, for | +| | | | | new | +| | | | | activations, or | +| | | | | if an existing | +| | | | | customer wishes | +| | | | | to return to | +| | | | | their previous | +| | | | | or COAM | +| | | | | device.¶ | +| | | | | Exchange | +| | | | | Ineligible The | +| | | | | equipment is | +| | | | | outside the | +| | | | | return period | +| | | | | or Not Eligible | +| | | | | to return. | +| | | | | Provide these | +| | | | | options: ¶ | +| | | | | Check to see if | +| | | | | the device is | +| | | | | eligible for a | +| | | | | warranty | +| | | | | exchange. | +| | | | | Choose the | +| | | | | correct link | +| | | | | for your | +| | | | | group:¶ BCSS: | +| | | | | Device Warranty | +| | | | | Exchange | +| | | | | Process - | +| | | | | ATS/MTS RLM: | +| | | | | See the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | article for | +| | | | | your group. ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile Insu | +| | | | | rance.Purchase | +| | | | | a phone at no- | +| | | | | commitment | +| | | | | pricing.¶ | +| | | | | Exchange | +| | | | | Eligible For | +| | | | | Apple-related | +| | | | | issues from a | +| | | | | direct- | +| | | | | fulfillment | +| | | | | customer: ¶ | +| | | | | Ask the | +| | | | | customer if the | +| | | | | shrink wrap or | +| | | | | box is damaged. | +| | | | | ¶ If the | +| | | | | shrink wrap or | +| | | | | box is damaged, | +| | | | | the issue is | +| | | | | with shipping, | +| | | | | not the | +| | | | | manufacturer. | +| | | | | Advise the | +| | | | | customer to | +| | | | | contact the | +| | | | | shipping agent. | +| | | | | If the device | +| | | | | is dead-on- | +| | | | | arrival (DOA) | +| | | | | or otherwise | +| | | | | contains a | +| | | | | manufacturer's | +| | | | | defect, refer | +| | | | | the customer to | +| | | | | Apple Customer | +| | | | | Care. ¶ For | +| | | | | non-Apple | +| | | | | equipment | +| | | | | issues, proceed | +| | | | | with the | +| | | | | exchange | +| | | | | process. What | +| | | | | the Customer | +| | | | | Needs to Know: | +| | | | | ¶ ¶ Shipping | +| | | | | Expectations ¶ | +| | | | | ¶ | +| | | | | Standard/second | +| | | | | day ($9.95) | +| | | | | U.S. delivery P | +| | | | | riority/overnig | +| | | | | ht ($14.95) | +| | | | | U.S. delivery: | +| | | | | ¶ Orders | +| | | | | placed after 5 | +| | | | | p.m. ET ship | +| | | | | the following | +| | | | | day. If S&H | +| | | | | charge applies, | +| | | | | advise the | +| | | | | customer of the | +| | | | | fee.If you need | +| | | | | additional | +| | | | | details, review | +| | | | | Shipping Rules | +| | | | | and Guidelines | +| | | | | ¶ ¶ Device | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer is | +| | | | | being provided | +| | | | | a credit even | +| | | | | though they are | +| | | | | beyond the | +| | | | | return period, | +| | | | | have the | +| | | | | customer send | +| | | | | back the device | +| | | | | – refer to: | +| | | | | Return | +| | | | | Label/Status | +| | | | | process. If the | +| | | | | customer wants | +| | | | | to Cancel | +| | | | | service:  | +| | | | | The customer | +| | | | | may cancel; | +| | | | | however, they | +| | | | | will be charged | +| | | | | the full retail | +| | | | | price of the | +| | | | | equipment or an | +| | | | | Early | +| | | | | Termination Fee | +| | | | | since the | +| | | | | equipment is | +| | | | | not eligible | +| | | | | for return. | +| | | | | Refer to the | +| | | | | Service | +| | | | | Cancellation | +| | | | | section of the | +| | | | |  AT&T Mobility | +| | | | | Return Policy . | +| | | | | If the customer | +| | | | | is porting | +| | | | | their number | +| | | | | out to another | +| | | | | carrier, do not | +| | | | | cancel their | +| | | | | service. Refer | +| | | | | to LNP (Number | +| | | | | Transfer) Port- | +| | | | | Out - BCSS for | +| | | | | details.  | +| | | | | Follow standard | +| | | | | cancellation | +| | | | | procedures for | +| | | | | your group:  | +| | | | | BMC: | +| | | | | Cancellation, | +| | | | | Retention, and | +| | | | | Red Flag | +| | | | | Procedures | +| | | | | BME: | +| | | | | Cancellation of | +| | | | | a Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | Do not use a | +| | | | | buyer's remorse | +| | | | | reason code.  | +| | | | | The customer is | +| | | | | responsible for | +| | | | | all applicable | +| | | | | monthly | +| | | | | charges, | +| | | | | activation fee, | +| | | | | and ETFs. Back | +| | | | | to Top Return | +| | | | | Eligible | +| | | | | Determine if | +| | | | | the customer | +| | | | | wants to Cancel | +| | | | | Service or Keep | +| | | | | Service. If | +| | | | | the customer | +| | | | | wishes to | +| | | | | Cancel Service: | +| | | | | Make a save | +| | | | | attempt. | +| | | | | Select the | +| | | | | cancellation | +| | | | | policy for your | +| | | | | group: BMC: | +| | | | | Cancellation, | +| | | | | Retention, and | +| | | | | Red Flag | +| | | | | Procedures | +| | | | | BME: | +| | | | | Cancellation of | +| | | | | a Corporate | +| | | | | Responsibility | +| | | | | User (CRU)   | +| | | | | Transfer all | +| | | | | other customers | +| | | | | to BMC. If the | +| | | | | customer is | +| | | | | porting their | +| | | | | number out to | +| | | | | another | +| | | | | carrier, do not | +| | | | | cancel their | +| | | | | service. Refer | +| | | | | to LNP (Number | +| | | | | Transfer) Port- | +| | | | | Out - BCSS for | +| | | | | details. | +| | | | | Delete any | +| | | | | parked | +| | | | | information and | +| | | | | cancel service. | +| | | | | See Delete | +| | | | | Parked | +| | | | | Information - | +| | | | | OPUS - Business | +| | | | | . Cancel the | +| | | | | service in | +| | | | | Telegence for | +| | | | | Buyer's Remorse | +| | | | | (BRE). · | +| | | | | Effective Date | +| | | | | - today's date. | +| | | | | · The Penalty | +| | | | | Treatment | +| | | | | defaults to | +| | | | | Waive Penalty | +| | | | | checked (reason | +| | | | | CTFA - credit- | +| | | | | contract term | +| | | | | fee). | +| | | | | Telegence | +| | | | | automatically | +| | | | | waives the | +| | | | | following when | +| | | | | BRE is | +| | | | | selected: | +| | | | | Activation fee | +| | | | | (if within | +| | | | | three days) | +| | | | | ETF Prorated | +| | | | | MRC Note the | +| | | | | account. The | +| | | | | cancellation is | +| | | | | effective | +| | | | | today. Fees | +| | | | | and adjustments | +| | | | | (ETF, | +| | | | | activation fee, | +| | | | | MRC) details. | +| | | | | Save attempt | +| | | | | details, if | +| | | | | applicable. | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know: | +| | | | | Cancel Service | +| | | | | Keep Service | +| | | | | Active Include | +| | | | | the following | +| | | | | with the | +| | | | | return: | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging. | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | |  Returned | +| | | | | equipment | +| | | | | should have all | +| | | | | security codes, | +| | | | | passwords, and | +| | | | | security locks | +| | | | | removed by the | +| | | | | customer. | +| | | | |  Customers must | +| | | | | remove Find My | +| | | | | iPhone | +| | | | | Activation Lock | +| | | | | from an iOS | +| | | | | device before | +| | | | | service, | +| | | | | return, or | +| | | | | exchange: To | +| | | | | assist a | +| | | | | customer with | +| | | | | disabling Find | +| | | | | My iPhone, | +| | | | | refer to How do | +| | | | | I turn off Find | +| | | | | My iPhone | +| | | | | remotely in | +| | | | | iCloud. | +| | | | | Service can be | +| | | | | resumed within | +| | | | | 59 days: | +| | | | | AT&T cannot | +| | | | | guarantee their | +| | | | | number(s) will | +| | | | | be available | +| | | | | upon | +| | | | | reinstatement. | +| | | | | If service is | +| | | | | reinstated to | +| | | | | active within | +| | | | | 59 days, the | +| | | | | Rollover | +| | | | | Minutes are | +| | | | | retained. | +| | | | | The | +| | | | | cancellation is | +| | | | | effective | +| | | | | today. The ETF | +| | | | | is waived. | +| | | | | Refund the | +| | | | | equipment | +| | | | | upgrade fee if | +| | | | | equipment is | +| | | | | returned within | +| | | | | three days of | +| | | | | the purchase | +| | | | | date. The | +| | | | | activation fee | +| | | | | is waived if | +| | | | | cancelled | +| | | | | within three | +| | | | | days, excluding | +| | | | | weekends. The | +| | | | | customer is | +| | | | | responsible for | +| | | | | all usage | +| | | | | charges | +| | | | | associated with | +| | | | | the line being | +| | | | | cancelled, up | +| | | | | to the date of | +| | | | | cancellation: | +| | | | | The customer | +| | | | | receives a | +| | | | | final prorated | +| | | | | invoice. | +| | | | | For information | +| | | | | about deposit | +| | | | | refunds, see | +| | | | | the Payment | +| | | | | Research and | +| | | | | Refunds | +| | | | | Decision Flow. | +| | | | | Include the | +| | | | | following with | +| | | | | the return: | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | | Returned | +| | | | | equipment | +| | | | | should have all | +| | | | | security codes, | +| | | | | passwords, and | +| | | | | security locks | +| | | | | removed by the | +| | | | | customer. | +| | | | | Customers must | +| | | | | remove Find My | +| | | | | iPhone | +| | | | | Activation Lock | +| | | | | from an iOS | +| | | | | device before | +| | | | | service, | +| | | | | return, or | +| | | | | exchange: To | +| | | | | assist a | +| | | | | customer with | +| | | | | disabling Find | +| | | | | My iPhone, | +| | | | | refer to How do | +| | | | | I turn off Find | +| | | | | My iPhone | +| | | | | remotely in | +| | | | | iCloud. AT&T | +| | | | | cannot accept | +| | | | | an iOS device | +| | | | | marked as lost | +| | | | | for service or | +| | | | | exchange under | +| | | | | any | +| | | | | circumstances. | +| | | | | Device and all | +| | | | | components | +| | | | | (manual, | +| | | | | battery, | +| | | | | software, and | +| | | | | charger). The | +| | | | | customer does | +| | | | | not need to | +| | | | | return the SIM | +| | | | | to be eligible | +| | | | | for the refund. | +| | | | | The customer is | +| | | | | responsible for | +| | | | | all usage | +| | | | | charges | +| | | | | associated with | +| | | | | the line being | +| | | | | returned. | +| | | | | Refund the | +| | | | | equipment | +| | | | | upgrade fee if | +| | | | | equipment is | +| | | | | returned within | +| | | | | three days of | +| | | | | the purchase | +| | | | | date.  For | +| | | | | upgrade | +| | | | | returns, | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 38 | [] | What kind of | I don't | Content: Device | +| | | reporting is | know. Can | Troubleshooting | +| | | provided to | you please | ¶ Before | +| | | the customer | provide more | attempting to | +| | | regarding | context or | Exchange | +| | | the status | information | Equipment, | +| | | of the | about the | determine why | +| | | devices | specific | the customer | +| | | returned? | process or | would like to | +| | | | system you | return the | +| | | | are | equipment. If | +| | | | referring | there is a | +| | | | to? | problem with | +| | | | | the equipment, | +| | | | | attempt to | +| | | | | resolve using | +| | | | | the | +| | | | | troubleshooting | +| | | | | pages below:¶ | +| | | | | Billing Issue | +| | | | | (BILog) and | +| | | | | Device Issue | +| | | | | (DI) Logs / | +| | | | | Software | +| | | | | UpdatesDevice | +| | | | | Troubleshooting | +| | | | | Policy - BCSS ¶ | +| | | | | ¶ Device | +| | | | | Eligibility | +| | | | | Use Order | +| | | | | Track, rather | +| | | | | than the | +| | | | | biller, to | +| | | | | determine the | +| | | | | number of days | +| | | | | since the | +| | | | | equipment was | +| | | | | shipped or | +| | | | | purchased in | +| | | | | store. ¶ This | +| | | | | is based on the | +| | | | | number of | +| | | | | calendar days. | +| | | | | DF Orders: Day | +| | | | | one is the | +| | | | | third day after | +| | | | | the device was | +| | | | | shipped. | +| | | | | Purchased at a | +| | | | | retail | +| | | | | location: Day | +| | | | | one is the day | +| | | | | after the | +| | | | | customer | +| | | | | purchased the | +| | | | | device. | +| | | | | Example: If the | +| | | | | customer | +| | | | | purchases the | +| | | | | device cash and | +| | | | | carry at 8:30 | +| | | | | p.m. on | +| | | | | September 24, | +| | | | | the next day is | +| | | | | considered day | +| | | | | one. The CRU | +| | | | | FAN customer | +| | | | | has until the | +| | | | | end of October | +| | | | | 24, while the | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customer would | +| | | | | have until the | +| | | | | end of October | +| | | | | 8 to return the | +| | | | | device in-store | +| | | | | or initiate a | +| | | | | return by | +| | | | | mail.See the | +| | | | | AT&T Mobility | +| | | | | Return Policy. | +| | | | | The eligibility | +| | | | | criteria below | +| | | | | may not reflect | +| | | | | the return | +| | | | | policies of | +| | | | | National | +| | | | | Retailers of | +| | | | | AT&T. ¶ ¶ | +| | | | | EligibleNot Eli | +| | | | | gibleEquipment | +| | | | | must be:¶ In | +| | | | | like-new | +| | | | | condition with | +| | | | | no physical or | +| | | | | liquid damage | +| | | | | (includes AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment from | +| | | | | wireless.att.co | +| | | | | m and direct- | +| | | | | fulfillment | +| | | | | orders)In the | +| | | | | original | +| | | | | packaging* | +| | | | | accompanied | +| | | | | with a receipt: | +| | | | | ¶ Original | +| | | | | packaging may | +| | | | | have the UPC | +| | | | | code cut from | +| | | | | the box for | +| | | | | rebate | +| | | | | purposes.If | +| | | | | only the | +| | | | | manufacturer's | +| | | | | box is absent, | +| | | | | all original | +| | | | | contents can be | +| | | | | returned in | +| | | | | another box.¶ | +| | | | | A device that | +| | | | | was an out-of- | +| | | | | box failure | +| | | | | (OBF)¶ One | +| | | | | equipment | +| | | | | exchange within | +| | | | | 30 days of | +| | | | | original order | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU. | +| | | | | Exceptions:¶ ¶ | +| | | | | Closeout | +| | | | | pricing device | +| | | | | that was out- | +| | | | | of-the box | +| | | | | failure or dead | +| | | | | on arrival | +| | | | | (DOA).Allow | +| | | | | customers with | +| | | | | a disability | +| | | | | multiple | +| | | | | exchanges to | +| | | | | ensure their | +| | | | | equipment | +| | | | | selection meets | +| | | | | their needs.If | +| | | | | the exchange | +| | | | | request is due | +| | | | | to a | +| | | | | manufacturer | +| | | | | defect within | +| | | | | the first 30 | +| | | | | days of | +| | | | | purchase for | +| | | | | CRU or 14 days | +| | | | | for AT&T | +| | | | | Signature | +| | | | | Program and | +| | | | | non-FAN CRU, | +| | | | | multiple | +| | | | | exchanges are | +| | | | | allowed with | +| | | | | manager | +| | | | | approval and | +| | | | | notation on the | +| | | | | account.¶ ¶ | +| | | | | Equipment | +| | | | | that:¶ Has | +| | | | | physical or | +| | | | | liquid | +| | | | | damage.Is not | +| | | | | AT&T-branded.¶ | +| | | | | Gift and | +| | | | | Ringtone | +| | | | | cardsSIM | +| | | | | cardsIncomplete | +| | | | | device kits, | +| | | | | unless | +| | | | | delivered to | +| | | | | customer | +| | | | | incomplete | +| | | | | Equipment is | +| | | | | Lost or | +| | | | | StolenEquipment | +| | | | | received via | +| | | | | Mobile Insuranc | +| | | | | eEquipment sold | +| | | | | at the closeout | +| | | | | price* ¶ ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile | +| | | | | Insurance for | +| | | | | non-iPhone devi | +| | | | | ces.Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing¶ ¶ | +| | | | | *Closeout | +| | | | | Pricing Policy¶ | +| | | | | ¶ Equipment | +| | | | | sold at the | +| | | | | closeout price | +| | | | | is considered | +| | | | | final. | +| | | | | Customers | +| | | | | purchasing a | +| | | | | device sold at | +| | | | | closeout | +| | | | | pricing are not | +| | | | | eligible to | +| | | | | exchange for a | +| | | | | different | +| | | | | device except | +| | | | | dead on arrival | +| | | | | (DOA) or OBF. | +| | | | | Closeout | +| | | | | equipment can | +| | | | | be returned if | +| | | | | the service is | +| | | | | being | +| | | | | cancelled, for | +| | | | | new | +| | | | | activations, or | +| | | | | if an existing | +| | | | | customer wishes | +| | | | | to return to | +| | | | | their previous | +| | | | | or COAM | +| | | | | device.¶ | +| | | | | Exchange | +| | | | | Ineligible The | +| | | | | equipment is | +| | | | | outside the | +| | | | | return period | +| | | | | or Not Eligible | +| | | | | to return. | +| | | | | Provide these | +| | | | | options: ¶ | +| | | | | Check to see if | +| | | | | the device is | +| | | | | eligible for a | +| | | | | warranty | +| | | | | exchange. | +| | | | | Choose the | +| | | | | correct link | +| | | | | for your | +| | | | | group:¶ BCSS: | +| | | | | Device Warranty | +| | | | | Exchange | +| | | | | Process - | +| | | | | ATS/MTS RLM: | +| | | | | See the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | article for | +| | | | | your group. ¶ | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Mobile Insu | +| | | | | rance.Purchase | +| | | | | a phone at no- | +| | | | | commitment | +| | | | | pricing.¶ | +| | | | | Exchange | +| | | | | Eligible For | +| | | | | Apple-related | +| | | | | issues from a | +| | | | | direct- | +| | | | | fulfillment | +| | | | | customer: ¶ | +| | | | | Ask the | +| | | | | customer if the | +| | | | | shrink wrap or | +| | | | | box is damaged. | +| | | | | ¶ If the | +| | | | | shrink wrap or | +| | | | | box is damaged, | +| | | | | the issue is | +| | | | | with shipping, | +| | | | | not the | +| | | | | manufacturer. | +| | | | | Advise the | +| | | | | customer to | +| | | | | contact the | +| | | | | shipping agent. | +| | | | | If the device | +| | | | | is dead-on- | +| | | | | arrival (DOA) | +| | | | | or otherwise | +| | | | | contains a | +| | | | | manufacturer's | +| | | | | defect, refer | +| | | | | the customer to | +| | | | | Apple Customer | +| | | | | Care. ¶ For | +| | | | | non-Apple | +| | | | | equipment | +| | | | | issues, proceed | +| | | | | with the | +| | | | | exchange | +| | | | | process. What | +| | | | | the Customer | +| | | | | Needs to Know: | +| | | | | ¶ ¶ Shipping | +| | | | | Expectations ¶ | +| | | | | ¶ | +| | | | | Standard/second | +| | | | | day ($9.95) | +| | | | | U.S. delivery P | +| | | | | riority/overnig | +| | | | | ht ($14.95) | +| | | | | U.S. delivery: | +| | | | | ¶ Orders | +| | | | | placed after 5 | +| | | | | p.m. ET ship | +| | | | | the following | +| | | | | day. If S&H | +| | | | | charge applies, | +| | | | | advise the | +| | | | | customer of the | +| | | | | fee.If you need | +| | | | | additional | +| | | | | details, review | +| | | | | Shipping Rules | +| | | | | and Guidelines | +| | | | | ¶ ¶ Device | +| | | | | Source: | +| | | | | Content: | +| | | | | transactions | +| | | | | completed and | +| | | | | communicate | +| | | | | them to the | +| | | | | customer.¶ ¶ | +| | | | | ¶ Promote | +| | | | | Self-Service¶ | +| | | | | Customers can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus. | +| | | | | ◦Status for | +| | | | | orders placed | +| | | | | in the last 24 | +| | | | | hours may not | +| | | | | be available.En | +| | | | | tering the | +| | | | | customer's | +| | | | | email address | +| | | | | (checkout | +| | | | | screen) sends | +| | | | | the customer | +| | | | | order | +| | | | | notification | +| | | | | that the device | +| | | | | has | +| | | | | shipped.Refer | +| | | | | the customer to | +| | | | | www.att.com/dev | +| | | | | icehowto for | +| | | | | device | +| | | | | support.¶ Post | +| | | | | Call | +| | | | | Notification¶ | +| | | | | Send a PCN as | +| | | | | outlined in | +| | | | | your groups PCN | +| | | | | policy.¶ | +| | | | | Device | +| | | | | Expectations¶ | +| | | | | The order does | +| | | | | not ship until | +| | | | | online T&Cs are | +| | | | | accepted by the | +| | | | | customer.Shared | +| | | | | Upgrades | +| | | | | sometimes | +| | | | | require a visit | +| | | | | to an AT&T | +| | | | | Retail store or | +| | | | | a call to | +| | | | | Customer | +| | | | | Service to | +| | | | | activate the | +| | | | | device on the | +| | | | | correct CTN. | +| | | | | This occurs | +| | | | | when rep | +| | | | | performs a | +| | | | | "manual cross- | +| | | | | upgrade" rather | +| | | | | than using the | +| | | | | correct | +| | | | | flow.Refer the | +| | | | | customer to the | +| | | | | Copy Contact | +| | | | | Wizard (att.com | +| | | | | /learningcenter | +| | | | | /copy- | +| | | | | contacts.do) | +| | | | | and Device | +| | | | | Support (www.at | +| | | | | t.com/devicesup | +| | | | | port) for | +| | | | | instructions on | +| | | | | transferring | +| | | | | contacts | +| | | | | between | +| | | | | devices.Offer | +| | | | | AT&T Protect | +| | | | | Advantage and | +| | | | | Device | +| | | | | Protection | +| | | | | during an | +| | | | | upgrade if the | +| | | | | customer is not | +| | | | | enrolled.¶ If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ Does | +| | | | | not qualify for | +| | | | | any upgrade | +| | | | | optionIf the | +| | | | | customer | +| | | | | disputes their | +| | | | | upgrade | +| | | | | eligibility | +| | | | | date, complete | +| | | | | the | +| | | | | troubleshooting | +| | | | | steps in | +| | | | | Customer | +| | | | | Disputes | +| | | | | Upgrade | +| | | | | Eligibility | +| | | | | Date - BCSS.Sec | +| | | | | ured/Override | +| | | | | or does not | +| | | | | want to | +| | | | | purchaseProvide | +| | | | | the customer | +| | | | | with the | +| | | | | following | +| | | | | information.¶ | +| | | | | AT&T is | +| | | | | committed to | +| | | | | offering the | +| | | | | best new | +| | | | | devices at a | +| | | | | discounted | +| | | | | price when a | +| | | | | customer is | +| | | | | eligible to | +| | | | | upgrade. Many | +| | | | | factors are | +| | | | | considered when | +| | | | | determining | +| | | | | price and | +| | | | | eligibility.¶ | +| | | | | Some of those | +| | | | | factors are | +| | | | | tenure, | +| | | | | revenue, and | +| | | | | date of last | +| | | | | upgrade. ¶ | +| | | | | Customers may | +| | | | | see different | +| | | | | pricing | +| | | | | structures | +| | | | | through various | +| | | | | different | +| | | | | channels, that | +| | | | | is, myAT&T, | +| | | | | Premier, and | +| | | | | retail.¶ A | +| | | | | customer may | +| | | | | upgrade through | +| | | | | other channels | +| | | | | if they are | +| | | | | eligible for an | +| | | | | upgrade. | +| | | | | Equipment | +| | | | | pricing may be | +| | | | | less online at | +| | | | | times due to | +| | | | | the lower | +| | | | | overhead costs. | +| | | | | This is a | +| | | | | common practice | +| | | | | with many | +| | | | | retail | +| | | | | organizations. | +| | | | | ¶ AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | devices may be | +| | | | | available | +| | | | | through Premier | +| | | | | or att.com/wire | +| | | | | less.¶ | +| | | | | Customers would | +| | | | | need to order | +| | | | | through those | +| | | | | sales channels | +| | | | | to take | +| | | | | advantage of | +| | | | | AT&T Certified | +| | | | | Restored | +| | | | | devices.The | +| | | | | only difference | +| | | | | with an AT&T | +| | | | | Certified | +| | | | | Restored device | +| | | | | is the actual | +| | | | | handset and | +| | | | | pricing, all | +| | | | | other ordering | +| | | | | and | +| | | | | return/exchange | +| | | | | rules are | +| | | | | standard.¶ ¶ | +| | | | | Price | +| | | | | Overrides¶ | +| | | | | OPUS automates | +| | | | | the best | +| | | | | available | +| | | | | prices for the | +| | | | | customer. Never | +| | | | | proactively | +| | | | | offer Price | +| | | | | Overrides. Use | +| | | | | Price Overrides | +| | | | | as a last | +| | | | | resort. All | +| | | | | Price Overrides | +| | | | | are subject to | +| | | | | audits and | +| | | | | reporting. Each | +| | | | | channel has an | +| | | | | approved | +| | | | | threshold for | +| | | | | adjusting | +| | | | | equipment | +| | | | | prices. Do not | +| | | | | offer to adjust | +| | | | | the equipment | +| | | | | price prior to | +| | | | | reviewing your | +| | | | | channel's | +| | | | | policy.Complete | +| | | | | all the | +| | | | | necessary steps | +| | | | | and obtain | +| | | | | approvals | +| | | | | before | +| | | | | completing a | +| | | | | price override. | +| | | | | See Equipment | +| | | | | Price Overrides | +| | | | | - BCSS.¶ Terms | +| | | | | and Conditions | +| | | | | Expectations¶ | +| | | | | Remind customer | +| | | | | of their | +| | | | | contract | +| | | | | renewal and | +| | | | | ETF.¶ | +| | | | | Smartphones and | +| | | | | netbooks = $325 | +| | | | | with a $10 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.Standard | +| | | | | devices = $150 | +| | | | | with a $4 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.¶ | +| | | | | Customers who | +| | | | | ordered a | +| | | | | device that did | +| | | | | require an | +| | | | | email address | +| | | | | for T&Cs | +| | | | | acceptance must | +| | | | | accept T&Cs | +| | | | | sent to their | +| | | | | email address | +| | | | | provided before | +| | | | | their device | +| | | | | ships.Advise | +| | | | | the customer to | +| | | | | follow the | +| | | | | instructions in | +| | | | | the Quick Start | +| | | | | Guide included | +| | | | | in the box to | +| | | | | activate their | +| | | | | new equipment.I | +| | | | | nform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable. ¶ | +| | | | | Shipping | +| | | | | Expectations | +| | | | | Ask the | +| | | | | customer if | +| | | | | they want | +| | | | | standard or | +| | | | | overnight | +| | | | | shipping to set | +| | | | | the proper | +| | | | | expectation.¶ | +| | | | | Standard/second | +| | | | | day ($9.95) | +| | | | | U.S. delivery, | +| | | | | typically | +| | | | | delivered | +| | | | | within 3 | +| | | | | Source: | +| | | | | Content: What's | +| | | | | New October 6, | +| | | | | 2022 Update: | +| | | | | Updates are | +| | | | | under the Send | +| | | | | a return label | +| | | | | section and | +| | | | | highlighted in | +| | | | | yellow. This | +| | | | | round of | +| | | | | updates are due | +| | | | | to minor | +| | | | | changes made to | +| | | | | the Pitney | +| | | | | Bowes Website. | +| | | | | September 7, | +| | | | | 2022 Update: | +| | | | | Updated the | +| | | | | return label | +| | | | | and tracking a | +| | | | | return steps | +| | | | | under the | +| | | | | following | +| | | | | sections | +| | | | | Customer does | +| | | | | not have BRE | +| | | | | label that was | +| | | | | shipped with | +| | | | | the device and | +| | | | | Return Not | +| | | | | Showing in | +| | | | | Order Track. | +| | | | | Duplicate | +| | | | | Return Label | +| | | | | Determine the | +| | | | | Sales channel | +| | | | | where the | +| | | | | customer | +| | | | | activated servi | +| | | | | ce/purchased | +| | | | | equipment.¶ | +| | | | | Use the Store | +| | | | | Locator to | +| | | | | determine the | +| | | | | type of retail | +| | | | | store. Retail, | +| | | | | Authorized | +| | | | | Retail, | +| | | | | National | +| | | | | Dealer, | +| | | | | National | +| | | | | Retailer | +| | | | | customers | +| | | | | return/exchange | +| | | | | equipment at | +| | | | | their original | +| | | | | place of | +| | | | | purchase and | +| | | | | may be subject | +| | | | | to their | +| | | | | retailer’s | +| | | | | specific | +| | | | | return/exchange | +| | | | | policies. For | +| | | | | orders to | +| | | | | determine the | +| | | | | Sales channel:¶ | +| | | | | Find the YODA | +| | | | | Location ID in | +| | | | | Order Track, or | +| | | | | in the account | +| | | | | notes. ¶ Hover | +| | | | | over Order | +| | | | | Track and | +| | | | | select Orders. | +| | | | | Enter the CTN | +| | | | | and click | +| | | | | Search.¶ Use | +| | | | | the Quick | +| | | | | Reference list | +| | | | | below.¶ Quick | +| | | | | Reference¶ ¶ | +| | | | | Location ID | +| | | | | Department | +| | | | | /Channel V500 | +| | | | | Mobility | +| | | | | Customer | +| | | | | Service/Sales | +| | | | | and Service | +| | | | | (MCC/MSS) Q100 | +| | | | | Customer | +| | | | | Lifecycle | +| | | | | Management | +| | | | | (CLM) Q400 | +| | | | | Virtual Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales) N043 | +| | | | | Wired (Home | +| | | | | Solutions) | +| | | | | K004, K006, | +| | | | | K014, K016, | +| | | | | K034, and K036 | +| | | | | Online Back | +| | | | | Office - | +| | | | | att.com Web | +| | | | | site/Consumer | +| | | | | Digital | +| | | | | Experience | +| | | | | V002 National | +| | | | | Center for | +| | | | | Customers with | +| | | | | Disabilities | +| | | | | (NCCD) 0INS | +| | | | | Insurance 0RLM | +| | | | | Warranty | +| | | | | Service Center | +| | | | | (WSC) PDLR | +| | | | | Authorized | +| | | | | Retail K008, | +| | | | | K022, KP01 | +| | | | | Premier Support | +| | | | | - Premier Web | +| | | | | Site N081 SIG | +| | | | | CSE (AT&T | +| | | | | Signature | +| | | | | Program | +| | | | | Customer | +| | | | | Service) N065, | +| | | | | N066, and N097 | +| | | | | BCS Channels | +| | | | | (BMSC, BMSS, | +| | | | | and NBSC) Q011 | +| | | | | and Q015 | +| | | | | Business | +| | | | | Telesales | +| | | | | (Virtual Sales | +| | | | | Experience | +| | | | | (formerly | +| | | | | DMDR/Mobility | +| | | | | Sales) and | +| | | | | Small Business) | +| | | | | N111 National | +| | | | | Retail | +| | | | | Customer does | +| | | | | not have BRE | +| | | | | label that was | +| | | | | shipped with | +| | | | | the device: | +| | | | | Send a return | +| | | | | label.¶ ¶ 1. | +| | | | | Select Pitney | +| | | | | Bowes Client | +| | | | | Connect. 2. | +| | | | | Enter the RMA | +| | | | | number | +| | | | | associated with | +| | | | | the return. 3. | +| | | | | Select | +| | | | | "Continue" | +| | | | | Button 4. | +| | | | | Enter the | +| | | | | customer’s | +| | | | | name, address, | +| | | | | and email | +| | | | | address (for | +| | | | | confirmation). | +| | | | | 5. Enter email | +| | | | | address where | +| | | | | customer will | +| | | | | receive return | +| | | | | label. 6. | +| | | | | Optional: | +| | | | | select whether | +| | | | | the customer | +| | | | | wants to | +| | | | | receive | +| | | | | tracking | +| | | | | information via | +| | | | | email or text | +| | | | | message. | +| | | | | Reminder: | +| | | | | Confirm that | +| | | | | the customer | +| | | | | consents to | +| | | | | receive updates | +| | | | | on the status | +| | | | | of their return | +| | | | | via the email | +| | | | | or phone number | +| | | | | provided by | +| | | | | them during the | +| | | | | call. 7. | +| | | | | Select "Create | +| | | | | Shipping | +| | | | | Label." 8. | +| | | | | You will be | +| | | | | presented with | +| | | | | options for the | +| | | | | customer to (a) | +| | | | | print a copy of | +| | | | | their label or | +| | | | | (b) receive a | +| | | | | QR code for | +| | | | | USPS to scan. | +| | | | | 9. ¶ If you | +| | | | | select "Print | +| | | | | USPS Standard | +| | | | | Shipping Return | +| | | | | Label," this | +| | | | | page appears, | +| | | | | and you will | +| | | | | have the option | +| | | | | to (a) email a | +| | | | | copy of the | +| | | | | return label to | +| | | | | an alternate | +| | | | | email or (b) | +| | | | | schedule a free | +| | | | | USPS pickup. ¶ | +| | | | | ¶ ¶ If you | +| | | | | select "Copy | +| | | | | Alternate | +| | | | | Email," enter | +| | | | | the email | +| | | | | address the | +| | | | | customer would | +| | | | | like the label | +| | | | | to be delivered | +| | | | | to. If you | +| | | | | select | +| | | | | "Schedule Free | +| | | | | USPS Pickup," | +| | | | | this is the | +| | | | | screen appears | +| | | | | – enter all | +| | | | | necessary | +| | | | | details and | +| | | | | then select | +| | | | | "Schedule | +| | | | | Pickup" at the | +| | | | | bottom.¶ ¶ | +| | | | | 10. If you | +| | | | | select the QR | +| | | | | code option, | +| | | | | the QR code | +| | | | | will be emailed | +| | | | | to the | +| | | | | customer, which | +| | | | | they can | +| | | | | present to USPS | +| | | | | to scan. A | +| | | | | summary screen | +| | | | | of how to use | +| | | | | the Code will | +| | | | | display. Email | +| | | | | to customer: | +| | | | | Enter their | +| | | | | email address. | +| | | | | The email is | +| | | | | from AT&T | +| | | | | Returns and the | +| | | | | subject line | +| | | | | displays, Your | +| | | | | AT&T Return | +| | | | | Label is | +| | | | | Enclosed. The | +| | | | | Service Level | +| | | | | Agreement (SLA) | +| | | | | is less than 4 | +| | | | | hours. Email | +| | | | | to customer: | +| | | | | Enter their | +| | | | | email address. | +| | | | | The email is | +| | | | | from AT&T | +| | | | | Direct | +| | | | | Fulfillment | +| | | | | Returns and the | +| | | | | subject line | +| | | | | displays, Your | +| | | | | AT&T Return | +| | | | | Label is | +| | | | | Enclosed. The | +| | | | | Service Level | +| | | | | Agreement (SLA) | +| | | | | is less than 4 | +| | | | | hours. Ask the | +| | | | | customer to | +| | | | | retain the | +| | | | | return label | +| | | | | email or copy | +| | | | | the 24-digit | +| | | | | tracking number | +| | | | | in case | +| | | | | tracking of the | +| | | | | return is | +| | | | | necessary. ¶ | +| | | | | Return Status | +| | | | | The device | +| | | | | Source: | +| | | | | Content: Device | +| | | | | Troubleshooting | +| | | | | | Device | +| | | | | Eligibility | | +| | | | | Return | +| | | | | Ineligible | +| | | | | | Return | +| | | | | Eligible | Dual | +| | | | | SIM Dual | +| | | | | Standby What's | +| | | | | New October 6, | +| | | | | 2022 Update: | +| | | | | Updates are | +| | | | | under the Send | +| | | | | a return label | +| | | | | section | +| | | | | and highlighted | +| | | | | in yellow. This | +| | | | | round of | +| | | | | updates are due | +| | | | | to minor | +| | | | | changes made to | +| | | | | the Pitney | +| | | | | Bowes Website.S | +| | | | | eptember 7, | +| | | | | 2022 Update: | +| | | | | Updated the | +| | | | | return label | +| | | | | and tracking a | +| | | | | return steps | +| | | | | under the | +| | | | | Customer does | +| | | | | not have BRE | +| | | | | label that was | +| | | | | shipped with | +| | | | | the device sect | +| | | | | ion. Starting | +| | | | | July 18, | +| | | | | 2022, Customers | +| | | | | who have | +| | | | | purchased CRU t | +| | | | | ablets/Connecte | +| | | | | d Laptops will | +| | | | | now have 30 | +| | | | | days to | +| | | | | initiate a | +| | | | | return or | +| | | | | exchange. | +| | | | | Customers may | +| | | | | wish to return | +| | | | | their device | +| | | | | and may cancel | +| | | | | or retain their | +| | | | | service.  BRE | +| | | | | period for cash | +| | | | | and carry | +| | | | | begins day | +| | | | | after purchase | +| | | | | versus the | +| | | | | third day after | +| | | | | the ship date | +| | | | | for offers. | +| | | | | Do not use the | +| | | | | BRE process to | +| | | | | exchange an | +| | | | | Apple product | +| | | | | in need of | +| | | | | repair within | +| | | | | the first 30 | +| | | | | days, for | +| | | | | details refer | +| | | | | to Apple | +| | | | | Warranty | +| | | | | Replacement.  | +| | | | | Reference Non- | +| | | | | Returned Device | +| | | | | bill example | +| | | | | for an example | +| | | | | of how charges | +| | | | | will look on | +| | | | | the customers | +| | | | | bill. Device | +| | | | | Troubleshooting | +| | | | | Before | +| | | | | attempting to | +| | | | | Return or | +| | | | | Exchange | +| | | | | Equipment, | +| | | | | determine why | +| | | | | the customer | +| | | | | would like to | +| | | | | return the | +| | | | | equipment.  If | +| | | | | there is a | +| | | | | problem with | +| | | | | the equipment, | +| | | | | attempt to | +| | | | | resolve using: | +| | | | | Billing Issue | +| | | | | (BILog) and | +| | | | | Device Issue | +| | | | | (DI) Logs / | +| | | | | Software | +| | | | | Updates Device | +| | | | | Troubleshooting | +| | | | | Policy - BCSS | +| | | | | Back to Top | +| | | | | Device | +| | | | | Eligibility | +| | | | | Use Order | +| | | | | Track, rather | +| | | | | than the | +| | | | | biller, to | +| | | | | determine the | +| | | | | number of days | +| | | | | since the | +| | | | | equipment was | +| | | | | shipped or | +| | | | | purchased in | +| | | | | store.  This | +| | | | | is based on the | +| | | | | number of | +| | | | | calendar days.  | +| | | | | DF Orders: Day | +| | | | | one is the | +| | | | | third day after | +| | | | | the device was | +| | | | | shipped.  | +| | | | | Purchased at a | +| | | | | retail | +| | | | | location: Day | +| | | | | one is the day | +| | | | | after the | +| | | | | customer | +| | | | | purchased the | +| | | | | device.  | +| | | | | Example: If the | +| | | | | customer | +| | | | | purchases the | +| | | | | device cash and | +| | | | | carry at 8:30 | +| | | | | p.m. on | +| | | | | September 24, | +| | | | | the next day is | +| | | | | considered day | +| | | | | one. The CRU | +| | | | | FAN customer | +| | | | | has until the | +| | | | | end of October | +| | | | | 24, while the | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customer would | +| | | | | have until the | +| | | | | end of October | +| | | | | 8 to return the | +| | | | | device in-store | +| | | | | or initiate a | +| | | | | return by mail. | +| | | | | See the AT&T | +| | | | | Mobility Return | +| | | | | Policy.  The | +| | | | | eligibility | +| | | | | criteria below | +| | | | | may not reflect | +| | | | | the return | +| | | | | policies of | +| | | | | National | +| | | | | Retailers of | +| | | | | AT&T.  | +| | | | | Eligible Not | +| | | | | Eligible | +| | | | | Equipment must | +| | | | | be: In like- | +| | | | | new condition | +| | | | | with no | +| | | | | physical or | +| | | | | liquid damage | +| | | | | (includes AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | equipment from | +| | | | | wireless.att.co | +| | | | | m and orders) | +| | | | | In the original | +| | | | | packaging* | +| | | | | accompanied | +| | | | | with a receipt: | +| | | | | Original | +| | | | | packaging may | +| | | | | have the UPC | +| | | | | code cut from | +| | | | | the box for | +| | | | | rebate | +| | | | | purposes. If | +| | | | | only the | +| | | | | manufacturer's | +| | | | | box is absent, | +| | | | | all original | +| | | | | contents can be | +| | | | | returned in | +| | | | | another box. | +| | | | | A device that | +| | | | | was an out-of- | +| | | | | box failure | +| | | | | (OBF) | +| | | | | Equipment that: | +| | | | | Has physical or | +| | | | | liquid damage | +| | | | | Is not | +| | | | | AT&T-branded | +| | | | | Gift and | +| | | | | Ringtone cards | +| | | | | SIM card | +| | | | | Incomplete | +| | | | | device kits, | +| | | | | unless | +| | | | | delivered to | +| | | | | customer | +| | | | | incomplete | +| | | | | Equipment is | +| | | | | Lost or Stolen | +| | | | | Equipment | +| | | | | received via | +| | | | | Device | +| | | | | Protection | +| | | | | Equipment sold | +| | | | | at the closeout | +| | | | | price* | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Device | +| | | | | Protection for | +| | | | | non-iPhone | +| | | | | devices. | +| | | | | Transfer the | +| | | | | customer to | +| | | | | Asurion. | +| | | | | Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing: | +| | | | | Equipment | +| | | | | Upgrades | +| | | | | Ordering - BCSS | +| | | | | Closeout | +| | | | | Pricing Policy | +| | | | | Equipment sold | +| | | | | at the closeout | +| | | | | price is | +| | | | | considered | +| | | | | final. | +| | | | | Customers | +| | | | | purchasing a | +| | | | | device sold at | +| | | | | closeout | +| | | | | pricing are not | +| | | | | eligible to | +| | | | | exchange for a | +| | | | | different | +| | | | | device except | +| | | | | dead on arrival | +| | | | | (DOA) or OBF. | +| | | | | Closeout | +| | | | | equipment can | +| | | | | be returned if | +| | | | | the service is | +| | | | | being | +| | | | | cancelled, for | +| | | | | new | +| | | | | activations, or | +| | | | | if an existing | +| | | | | customer wishes | +| | | | | to return to | +| | | | | their previous | +| | | | | or COAM device. | +| | | | | Back to Top | +| | | | | Return | +| | | | | Ineligible The | +| | | | | equipment is | +| | | | | outside the | +| | | | | return period | +| | | | | or Not Eligible | +| | | | | to return. | +| | | | | Provide these | +| | | | | options:  | +| | | | | Check to see if | +| | | | | the device is | +| | | | | eligible for a | +| | | | | warranty | +| | | | | exchange. | +| | | | | BCSS:  Device | +| | | | | Warranty | +| | | | | Exchange | +| | | | | Process - | +| | | | | ATS/MTS RLM: | +| | | | | See the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | article for | +| | | | | your group.  | +| | | | | Check to see if | +| | | | | the customer | +| | | | | has Device | +| | | | | Protection. | +| | | | | Purchase a | +| | | | | phone at no- | +| | | | | commitment | +| | | | | pricing. | +| | | | | Source: | +| | | | | Content: | +| | | | | customer | +| | | | | returned the | +| | | | | device more | +| | | | | than a week | +| | | | | ago, confirm if | +| | | | | the customer | +| | | | | has gotten a | +| | | | | follow up email | +| | | | | confirming | +| | | | | receipt? If no | +| | | | | email | +| | | | | confirmation | +| | | | | has been | +| | | | | received, | +| | | | | confirm if the | +| | | | | customer Used | +| | | | | the Return | +| | | | | Label they | +| | | | | printed or | +| | | | | received | +| | | | | separately from | +| | | | | their order, or | +| | | | | if they used | +| | | | | the label in | +| | | | | the box with | +| | | | | their new | +| | | | | device. If the | +| | | | | customer is | +| | | | | uncertain:¶ | +| | | | | Check in | +| | | | | AIR/Order Track | +| | | | | to confirm if | +| | | | | device was | +| | | | | received to the | +| | | | | warehouse.In | +| | | | | AIR, enter the | +| | | | | RMA number | +| | | | | listed as an | +| | | | | invoice | +| | | | | number.You can | +| | | | | look up the RMA | +| | | | | number that | +| | | | | generated | +| | | | | during the | +| | | | | original order | +| | | | | in Order | +| | | | | Track.If Air | +| | | | | shows a return, | +| | | | | follow the BRE | +| | | | | process above. | +| | | | | ¶ If the | +| | | | | devices have | +| | | | | been received | +| | | | | and 1-2 Billing | +| | | | | cycles have | +| | | | | passed since | +| | | | | that time, | +| | | | | follow the | +| | | | | steps above in | +| | | | | the “Customer | +| | | | | Shipped Devices | +| | | | | but Has Not | +| | | | | Received | +| | | | | Installment | +| | | | | Credits” | +| | | | | section. There | +| | | | | is no appeal | +| | | | | process for | +| | | | | trade in | +| | | | | valuation. | +| | | | | Customer is not | +| | | | | eligible for | +| | | | | the promotion. | +| | | | | If the customer | +| | | | | is insistent or | +| | | | | refusing to | +| | | | | accept the | +| | | | | valuation | +| | | | | engage your | +| | | | | manager for | +| | | | | assistance. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 39 | [] | Who can use | The AT&T | Content: Jump | +| | | the AT&T | Business | to: What I Need | +| | | Business | Trade-In | to Know | What | +| | | Trade-In | program is | the Customer | +| | | program? | available | Needs to Know | | +| | | | for CRU | FAQ This | +| | | | Business | article | +| | | | customers in | provides detail | +| | | | all segments | on using the | +| | | | (Source: | AT&T Business | +| | | | article). | Trade-In | +| | | | | program and | +| | | | | tool to provide | +| | | | | value back to | +| | | | | CRU Business | +| | | | | customers for | +| | | | | their Mobile | +| | | | | devices.Looking | +| | | | | for Trade-In | +| | | | | promo support? | +| | | | | See Premium | +| | | | | Device Trade-In | +| | | | | Offer - BCSS | +| | | | | and Tiered Gets | +| | | | | Better with | +| | | | | Trade-In - | +| | | | | BCSS. The AT&T | +| | | | | Business Trade- | +| | | | | In program | +| | | | | enables CRU | +| | | | | Business | +| | | | | customers in | +| | | | | all segments to | +| | | | | earn credits on | +| | | | | their AT&T | +| | | | | wireless BAN | +| | | | | for mobile | +| | | | | devices | +| | | | | returned to | +| | | | | AT&T. When | +| | | | | customers are | +| | | | | upgrading | +| | | | | lines, porting | +| | | | | in lines, or | +| | | | | have devices | +| | | | | they're no | +| | | | | longer using, | +| | | | | use the tool to | +| | | | | configure a | +| | | | | quote for | +| | | | | device trade- | +| | | | | ins to help | +| | | | | them offset the | +| | | | | costs of any | +| | | | | new AT&T | +| | | | | equipment or | +| | | | | service | +| | | | | purchases. No | +| | | | | purchase is | +| | | | | necessary to | +| | | | | take advantage | +| | | | | of the tool. | +| | | | | Win more | +| | | | | business faster | +| | | | | by offering | +| | | | | trade-ins to | +| | | | | your customers: | +| | | | | The value from | +| | | | | the devices can | +| | | | | be used to | +| | | | | invest in new | +| | | | | solutions, | +| | | | | including | +| | | | | devices, Mobile | +| | | | | Protection Pack | +| | | | | for Business, | +| | | | | AMAs, security, | +| | | | | and so on. | +| | | | | Heads Up: The | +| | | | | customer must | +| | | | | be the sole and | +| | | | | rightful owner | +| | | | | of the device | +| | | | | they're trading | +| | | | | in. If they're | +| | | | | trading a | +| | | | | device on AT&T | +| | | | | Next, Equipment | +| | | | | Installment | +| | | | | Plan (EIP), or | +| | | | | a device that | +| | | | | was under a | +| | | | | 2-year | +| | | | | contract, the | +| | | | | balance must be | +| | | | | paid in full | +| | | | | before it can | +| | | | | be traded for | +| | | | | value on their | +| | | | | account. AT&T | +| | | | | Business Trade- | +| | | | | In Tool | +| | | | | Instructions | +| | | | | To learn how to | +| | | | | configure a | +| | | | | quote for your | +| | | | | customer, watch | +| | | | | the Trade-In | +| | | | | Tool Video | +| | | | | Demo. Once you | +| | | | | configure and | +| | | | | submit the | +| | | | | quote, the | +| | | | | customer | +| | | | | receives an | +| | | | | email detailing | +| | | | | how to access | +| | | | | the quote to | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions | +| | | | | (T&C), request | +| | | | | prepaid | +| | | | | materials and | +| | | | | labels to | +| | | | | return devices, | +| | | | | and to manage | +| | | | | their quotes | +| | | | | and reports. | +| | | | | When in context | +| | | | | in OPUS working | +| | | | | with a | +| | | | | customer, you | +| | | | | can access the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | through links | +| | | | | we've added to | +| | | | | OPUS and | +| | | | | Clarify. | +| | | | | Additionally, | +| | | | | when you click | +| | | | | the link, it | +| | | | | automatically | +| | | | | logs into the | +| | | | | tool; no need | +| | | | | to manage | +| | | | | separate login | +| | | | | credentials. | +| | | | | From OPUS, you | +| | | | | have 3 ways to | +| | | | | access the | +| | | | | trade-in tool: | +| | | | | OPUS Quick | +| | | | | Links Menu: | +| | | | | OPUS Quick | +| | | | | Links - | +| | | | | Screenshot | +| | | | | Accessibility | +| | | | | to this view | +| | | | | depends upon | +| | | | | user profile. | +| | | | | Not available | +| | | | | in all channels | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In Tool link | +| | | | | does not show | +| | | | | in OPUS Quick | +| | | | | Links until a | +| | | | | customer | +| | | | | account is | +| | | | | pulled up and | +| | | | | verified in | +| | | | | OPUS. | +| | | | | Customer | +| | | | | Summary Page: | +| | | | | If Then | +| | | | | Business Care | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Business Sales | +| | | | | Customer | +| | | | | Summary Page | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Order | +| | | | | Confirmation | +| | | | | Page: Order | +| | | | | Confirmation | +| | | | | Page - | +| | | | | Screenshot | +| | | | | From Clarify, | +| | | | | you have 2 ways | +| | | | | to access the | +| | | | | trade-in tool: | +| | | | | Quick Actions: | +| | | | | Quick Actions - | +| | | | | Screenshot | +| | | | | Needs - Tools & | +| | | | | Assistance: | +| | | | | Needs - Tools & | +| | | | | Assistance - | +| | | | | Screenshot | +| | | | | Select Create a | +| | | | | Quote. FAN and | +| | | | | BAN: The tool | +| | | | | uses the FAN | +| | | | | attached to the | +| | | | | account you | +| | | | | accessed in | +| | | | | OPUS and | +| | | | | displays all | +| | | | | the BANs | +| | | | | associated with | +| | | | | it. FAN and | +| | | | | BANs - | +| | | | | Screenshot | +| | | | | Select the BAN | +| | | | | the customer | +| | | | | would like the | +| | | | | trade-in credit | +| | | | | applied to. | +| | | | | Search for the | +| | | | | device type | +| | | | | they're seeking | +| | | | | to trade in. | +| | | | | Tool Tip: | +| | | | | Searching for a | +| | | | | specific device | +| | | | | returns fewer | +| | | | | options. For | +| | | | | example, | +| | | | | searching | +| | | | | iPhone would | +| | | | | return every | +| | | | | style of | +| | | | | iPhone; | +| | | | | searching | +| | | | | iPhone 6 | +| | | | | narrows the | +| | | | | results to the | +| | | | | available | +| | | | | iPhone 6 | +| | | | | models. Search | +| | | | | - Screenshot | +| | | | | The AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | displays search | +| | | | | results. The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program accepts | +| | | | | devices | +| | | | | previously on | +| | | | | other carrier | +| | | | | networks. | +| | | | | Multiple | +| | | | | carriers | +| | | | | display; select | +| | | | | the correct | +| | | | | carrier and | +| | | | | device | +| | | | | capacity. In | +| | | | | the Quantity | +| | | | | field, enter | +| | | | | the number of | +| | | | | devices and | +| | | | | click Add | +| | | | | Device. The | +| | | | | quantity of 1 | +| | | | | is the default. | +| | | | | The device you | +| | | | | selected | +| | | | | appears in the | +| | | | | Selected | +| | | | | devices cart. | +| | | | | Selected | +| | | | | Devices - | +| | | | | Screenshot | +| | | | | When all | +| | | | | devices are | +| | | | | added, select | +| | | | | Review Quote. | +| | | | | Review Quote - | +| | | | | Screenshot A | +| | | | | summary page | +| | | | | displays. | +| | | | | Review for | +| | | | | accuracy. Make | +| | | | | adjustments to | +| | | | | the trade-in | +| | | | | quote, such as | +| | | | | devices or | +| | | | | quantities on | +| | | | | this page. | +| | | | | Quote Summary - | +| | | | | Screenshot If | +| | | | | all information | +| | | | | is correct: | +| | | | | In the | +| | | | | appropriate | +| | | | | field (if not | +| | | | | already), enter | +| | | | | their company | +| | | | | name. Select | +| | | | | Generate. | +| | | | | Generate - | +| | | | | ScreenshotA | +| | | | | quote summary | +| | | | | and number | +| | | | | generate. Quote | +| | | | | Summary - | +| | | | | Screenshot | +| | | | | Click Add | +| | | | | Customer | +| | | | | Information. | +| | | | | Review the | +| | | | | auto-populated | +| | | | | Primary contact | +| | | | | information | +| | | | | fields with | +| | | | | your customer | +| | | | | and enter any | +| | | | | missing | +| | | | | information: | +| | | | | Customer Email | +| | | | | Address Source: | +| | | | | Content: . | +| | | | | Confirm this | +| | | | | email address | +| | | | | to ensure they | +| | | | | receive the | +| | | | | quote. BAN | +| | | | | FANCustomer | +| | | | | Information - | +| | | | | Screenshot 10 | +| | | | | Prior to | +| | | | | submitting, | +| | | | | cover their | +| | | | | next steps to | +| | | | | properly | +| | | | | prepare devices | +| | | | | for trade-in. | +| | | | | If they're | +| | | | | upgrading and | +| | | | | receiving new | +| | | | | devices, as | +| | | | | well as trading | +| | | | | in devices, | +| | | | | they must use | +| | | | | the unique | +| | | | | shipping | +| | | | | materials and | +| | | | | labels from the | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | program to ship | +| | | | | their trade-in | +| | | | | devices back. | +| | | | | They should not | +| | | | | use the label | +| | | | | included with | +| | | | | their new | +| | | | | device. Using | +| | | | | the return | +| | | | | label that | +| | | | | arrives with | +| | | | | the new device | +| | | | | causes the | +| | | | | trade-in device | +| | | | | to return to | +| | | | | the wrong | +| | | | | warehouse and | +| | | | | prevents them | +| | | | | from receiving | +| | | | | credit.Suggeste | +| | | | | d Verbiage: | +| | | | | You'll receive | +| | | | | an email | +| | | | | shortly giving | +| | | | | you | +| | | | | instructions to | +| | | | | log into AT&T | +| | | | | Business Trade- | +| | | | | In to review | +| | | | | and accept the | +| | | | | quote I've | +| | | | | created for | +| | | | | you. Once you | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions, | +| | | | | you'll receive | +| | | | | customized | +| | | | | shipping | +| | | | | materials to | +| | | | | the address you | +| | | | | provide within | +| | | | | 5-7 business | +| | | | | days. Use only | +| | | | | these materials | +| | | | | to return | +| | | | | devices to | +| | | | | ensure accurate | +| | | | | tracking of | +| | | | | your trade-ins. | +| | | | | The shipping | +| | | | | materials | +| | | | | include | +| | | | | everything | +| | | | | you'll need to | +| | | | | send in your | +| | | | | devices | +| | | | | including | +| | | | | boxes, | +| | | | | cardboard | +| | | | | dividers, | +| | | | | sleeves to | +| | | | | protect the | +| | | | | phones, and | +| | | | | prepaid UPS | +| | | | | return labels. | +| | | | | You'll also | +| | | | | receive | +| | | | | valuable | +| | | | | information | +| | | | | about: How | +| | | | | to turn off | +| | | | | activation | +| | | | | locks prior to | +| | | | | shipping | +| | | | | devices How to | +| | | | | update the | +| | | | | quote 11 | +| | | | | Select Submit | +| | | | | to Customer and | +| | | | | a pop-up | +| | | | | displays. | +| | | | | Acknowledgement | +| | | | | - Screenshot | +| | | | | 12 Select Send | +| | | | | Quote to | +| | | | | proceed and | +| | | | | submit the | +| | | | | quote for their | +| | | | | review. Upon | +| | | | | submission, | +| | | | | they receive | +| | | | | the quote sent | +| | | | | to the email | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. The | +| | | | | email includes | +| | | | | the details of | +| | | | | their trade-in | +| | | | | quote, such as: | +| | | | | Instructions on | +| | | | | accessing the | +| | | | | AT&T Business | +| | | | | Trade-In tool | +| | | | | via links | +| | | | | within their | +| | | | | Premier account | +| | | | | Quote #/$ Value | +| | | | | /Expiration | +| | | | | Date 14 If | +| | | | | your customer | +| | | | | calls with | +| | | | | questions about | +| | | | | their quote, | +| | | | | status of their | +| | | | | shipping | +| | | | | materials, | +| | | | | receipt of | +| | | | | their devices, | +| | | | | or trade-in | +| | | | | credit, warm | +| | | | | transfer them | +| | | | | to the AT&T | +| | | | | Business Trade- | +| | | | | In Support Team | +| | | | | available at | +| | | | | 866.993.5800 | +| | | | | (Monday-Friday, | +| | | | | 9 a.m. - 5 p.m. | +| | | | | CT) or via | +| | | | | email at suppor | +| | | | | t@attbusinesstr | +| | | | | adein.com. | +| | | | | Accept/Edit the | +| | | | | Quote | +| | | | | Instructions to | +| | | | | access the | +| | | | | quote are | +| | | | | emailed to | +| | | | | customers using | +| | | | | the email | +| | | | | address they | +| | | | | provided during | +| | | | | the quote | +| | | | | creation | +| | | | | process. To | +| | | | | accept or edit | +| | | | | the trade-in | +| | | | | quote, they | +| | | | | access the link | +| | | | | to their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool through | +| | | | | their Premier | +| | | | | account. | +| | | | | Within Premier, | +| | | | | they can access | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | In link | +| | | | | (labeled Trade- | +| | | | | In Program) 2 | +| | | | | ways: | +| | | | | Premier Online | +| | | | | Care: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Care - | +| | | | | Screenshot | +| | | | | Premier Online | +| | | | | Sales: Customer | +| | | | | selects Trade- | +| | | | | In Program | +| | | | | Premier Online | +| | | | | Sales - | +| | | | | Screenshot | +| | | | | Heads Up: | +| | | | | Customers that | +| | | | | have been | +| | | | | migrated to | +| | | | | myatt.com will | +| | | | | need to access | +| | | | | the link to | +| | | | | their unique | +| | | | | view of AT&T | +| | | | | Business Trade- | +| | | | | In tool | +| | | | | included in the | +| | | | | email or use ww | +| | | | | w.attbusinesstr | +| | | | | adein.com. | +| | | | | After selecting | +| | | | | Trade-In | +| | | | | Program, from | +| | | | | the homepage | +| | | | | they select | +| | | | | Manage Quotes. | +| | | | | Manage Quotes - | +| | | | | Screenshot Now | +| | | | | they can select | +| | | | | the quote you | +| | | | | created for | +| | | | | them by | +| | | | | clicking the | +| | | | | quote number. | +| | | | | Quotes - | +| | | | | Screenshot | +| | | | | Click the Add | +| | | | | Contact | +| | | | | Information | +| | | | | button. Once | +| | | | | selected: | +| | | | | They can edit | +| | | | | the make, | +| | | | | model, and | +| | | | | quantity of | +| | | | | devices prior | +| | | | | to accepting | +| | | | | it. Effective | +| | | | | April 7, 20019, | +| | | | | AT&T Business | +| | | | | Trade-In will | +| | | | | provide 2 | +| | | | | options for | +| | | | | customers to | +| | | | | receive prepaid | +| | | | | shipping labels | +| | | | | for their | +| | | | | locations to | +| | | | | return devices. | +| | | | | Customers | +| | | | | select one of | +| | | | | the options | +| | | | | when accepting | +| | | | | their trade-in | +| | | | | quote. | +| | | | | Option 1: Link | +| | | | | provided for | +| | | | | location(s) to | +| | | | | print prepaid | +| | | | | labels and use | +| | | | | their own | +| | | | | shipping | +| | | | | materials (link | +| | | | | available | +| | | | | immediately). | +| | | | | Option 2: AT&T | +| | | | | Business Trade- | +| | | | | In sends | +| | | | | prepaid labels | +| | | | | and free | +| | | | | shipping | +| | | | | materials to | +| | | | | locations | +| | | | | (materials | +| | | | | arrive in 5 – 7 | +| | | | | days). The | +| | | | | customer | +| | | | | accepts the | +| | | | | T&Cs and | +| | | | | receive an | +| | | | | email | +| | | | | confirmation | +| | | | | with: | +| | | | | Information | +| | | | | about shipping | +| | | | | materials - | +| | | | | Including link | +| | | | | to print labels | +| | | | | if they | +| | | | | selected that | +| | | | | option. Steps | +| | | | | to ensure | +| | | | | smooth | +| | | | | processing. | +| | | | | Explanation of | +| | | | | the processing | +| | | | | and credit | +| | | | | process. AT&T | +| | | | | Business Trade- | +| | | | | In Processing | +| | | | | Center Receives | +| | | | | Devices The | +| | | | | AT&T Business | +| | | | | Trade-In | +| | | | | Processing | +| | | | | Center confirms | +| | | | | actual trade-in | +| | | | | value based on | +| | | | | device | +| | | | | conditions. | +| | | | | Does the device | +| | | | | power on and | +| | | | | off? Has the | +| | | | | Activation Lock | +| | | | | been disabled | +| | | | | (Find my | +| | | | | iPhone-FMiP)? | +| | | | | Is the device | +| | | | | functioning | +| | | | | correctly and | +| | | | | intact, free of | +| | | | | any chips, | +| | | | | cracks, | +| | | | | bruised/dead | +| | | | | pixels, or | +| | | | | burn-in? | +| | | | | Source: | +| | | | | Content: 7 | +| | | | | Plus. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 9/2/22 and | +| | | | | return to | +| | | | | trade-in one of | +| | | | | the devices | +| | | | | listed above, | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | September 1st | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 9/2/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the devices | +| | | | | impacted, will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 8/5/22 Select | +| | | | | device trade-in | +| | | | | values (TIV) | +| | | | | changed from | +| | | | | $35 to $5 and | +| | | | | will be | +| | | | | ineligible as | +| | | | | qualifying | +| | | | | trade-ins. | +| | | | | Trade-in | +| | | | | devices | +| | | | | impacted: | +| | | | | Nord100, Asus | +| | | | | Rog Phone2, | +| | | | | OnePlus 6T, | +| | | | | Razer 2, Google | +| | | | | Pixel 3, 3a, | +| | | | | 3XL, 3a XL, LG | +| | | | | K92, Moto One | +| | | | | Ace 5G. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | within 14 days | +| | | | | of 8/5/22 and | +| | | | | return to | +| | | | | trade-in one | +| | | | | of the devices | +| | | | | listed above | +| | | | | will get the | +| | | | | offer credits, | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met.¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | select the | +| | | | | Price | +| | | | | Protection | +| | | | | radio button | +| | | | | titled: PRICE | +| | | | | PROTECTION: Up | +| | | | | to $800 Off | +| | | | | Android | +| | | | | smartphones | +| | | | | with Trade-in | +| | | | | and purchased | +| | | | | on/before | +| | | | | August 4th | +| | | | | (Different | +| | | | | Day). The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after 8/5/22 | +| | | | | and want to | +| | | | | trade in one of | +| | | | | the impacted | +| | | | | devices will | +| | | | | not be eligible | +| | | | | for the | +| | | | | promotional | +| | | | | credits. On | +| | | | | 4/22/22 the | +| | | | | Samsung A13 5G | +| | | | | trade-in value | +| | | | | (TIV) changes | +| | | | | from $100 to $5 | +| | | | | and will be | +| | | | | ineligible as a | +| | | | | qualifying | +| | | | | trade-in. | +| | | | | Customers who | +| | | | | purchased an | +| | | | | eligible | +| | | | | smartphone | +| | | | | before 4/22/22 | +| | | | | and trade-in a | +| | | | | Samsung A13 5G | +| | | | | will get the | +| | | | | offer credits | +| | | | | as long as all | +| | | | | other | +| | | | | requirements | +| | | | | are met. ¶ ¶ | +| | | | | Process the | +| | | | | trade-in and | +| | | | | issue the $5 | +| | | | | TIV to the | +| | | | | customer. A | +| | | | | radio button | +| | | | | for the offer | +| | | | | will not | +| | | | | display due to | +| | | | | the TIV being | +| | | | | below the | +| | | | | requirements. | +| | | | | The offer | +| | | | | credits will be | +| | | | | issued manually | +| | | | | on the back | +| | | | | end. Customers | +| | | | | who purchase an | +| | | | | eligible | +| | | | | smartphone on | +| | | | | or after | +| | | | | 4/22/22 and | +| | | | | trade-in a | +| | | | | Samsung A13 5G | +| | | | | will only | +| | | | | receive $5 TIV | +| | | | | and will not be | +| | | | | eligible for | +| | | | | the offer. | +| | | | | Credit Details | +| | | | | ¶ Must be a | +| | | | | new line, or | +| | | | | upgrade. | +| | | | | Customer has 30 | +| | | | | days from | +| | | | | activation date | +| | | | | to perform | +| | | | | their trade | +| | | | | in.Customers | +| | | | | with Free | +| | | | | Shipping may | +| | | | | have a delay in | +| | | | | receiving their | +| | | | | smartphones due | +| | | | | to inventory | +| | | | | constraints. | +| | | | | Please note 30 | +| | | | | days from | +| | | | | activation date | +| | | | | could be | +| | | | | different from | +| | | | | purchase date | +| | | | | (due to above s | +| | | | | cenario).Custom | +| | | | | er may qualify | +| | | | | for multiple | +| | | | | monthly bill | +| | | | | credits | +| | | | | smartphone | +| | | | | offers for each | +| | | | | qualifying new | +| | | | | purchase | +| | | | | w/qualifying | +| | | | | trade-in; limit | +| | | | | on number of | +| | | | | lines eligible | +| | | | | will depends on | +| | | | | customer’s | +| | | | | credit | +| | | | | eligibility | +| | | | | (BAU).Eligible | +| | | | | smartphones | +| | | | | must be | +| | | | | purchased on | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan. ¶ | +| | | | | Includes 0% | +| | | | | down or down | +| | | | | payment. ¶ | +| | | | | Down payment | +| | | | | does not | +| | | | | impact/change | +| | | | | monthly credit | +| | | | | amount outlined | +| | | | | by offer. ¶ If | +| | | | | buying on the | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up, customer is | +| | | | | responsible and | +| | | | | will not | +| | | | | receive any | +| | | | | credits for an | +| | | | | additional | +| | | | | $6/mo. for the | +| | | | | Next Up upgrade | +| | | | | feature.¶ | +| | | | | Note: Customers | +| | | | | enrolled on an | +| | | | | active AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up at $5/mo. | +| | | | | are not | +| | | | | impacted by the | +| | | | | rate increase | +| | | | | effective | +| | | | | 7.14.22.Future | +| | | | | device | +| | | | | purchases on an | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with Next | +| | | | | Up will be | +| | | | | impacted and | +| | | | | will reflect | +| | | | | the new Next Up | +| | | | | feature charge | +| | | | | of $6/mo. ¶ ¶ | +| | | | | If line is | +| | | | | disconnected | +| | | | | early, customer | +| | | | | responsible for | +| | | | | remaining | +| | | | | amount owed on | +| | | | | the installment | +| | | | | agreement.Line | +| | | | | must remain | +| | | | | active & in | +| | | | | good standing | +| | | | | throughout the | +| | | | | entirety of the | +| | | | | offer for all | +| | | | | credits to be | +| | | | | applied.CLN/CPO | +| | | | | excluded.Taxes | +| | | | | on full retail | +| | | | | price are due | +| | | | | at point of | +| | | | | sale.If the | +| | | | | discounted | +| | | | | phone is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill | +| | | | | credit.Free | +| | | | | Shipping, | +| | | | | backorders, and | +| | | | | port delays are | +| | | | | eligible if the | +| | | | | number(s) is | +| | | | | reserved while | +| | | | | the offer is in | +| | | | | effect.Winbacks | +| | | | | are treated as | +| | | | | an existing | +| | | | | customer. (a | +| | | | | Winback | +| | | | | requires a | +| | | | | customer to | +| | | | | port their | +| | | | | number back to | +| | | | | AT&T within 59 | +| | | | | days of leaving | +| | | | | AT&T.)A | +| | | | | conversion from | +| | | | | Prepaid/Cricket | +| | | | | is treated like | +| | | | | an existing | +| | | | | wireless | +| | | | | customer and | +| | | | | not a new | +| | | | | wireless gross | +| | | | | add.¶ How the | +| | | | | Credit Works ¶ | +| | | | | Customers will | +| | | | | receive the | +| | | | | bill credit of | +| | | | | offer if:¶ | +| | | | | Activating new | +| | | | | line or upgrade | +| | | | | existing line | +| | | | | and purchasing | +| | | | | an eligible | +| | | | | smartphone on | +| | | | | AT&T | +| | | | | installment | +| | | | | Source: | +| | | | | Content: | +| | | | | Beginning | +| | | | | February 9, | +| | | | | 2022, for a | +| | | | | limited time | +| | | | | only, Business | +| | | | | customers get | +| | | | | great savings | +| | | | | on an eligible | +| | | | | new Android | +| | | | | smartphone when | +| | | | | they trade-in a | +| | | | | qualifying | +| | | | | device, Any | +| | | | | Year Any | +| | | | | Condition, | +| | | | | activate on an | +| | | | | eligible AT&T | +| | | | | wireless plan | +| | | | | and purchase on | +| | | | | a qualifying | +| | | | | installment | +| | | | | plan! ¶ Get | +| | | | | up to $800 in | +| | | | | Max Credits!¶ | +| | | | | ¶ ¶ New Lines | +| | | | | & UpgradesEligi | +| | | | | ble Android | +| | | | | device purchase | +| | | | | on AT&T | +| | | | | Installment | +| | | | | planAny Year | +| | | | | Any Condition, | +| | | | | Trade-In a | +| | | | | qualifying | +| | | | | smartphone | +| | | | | w/min. TiV of | +| | | | | $35.¶ | +| | | | | customers get | +| | | | | great savings | +| | | | | on an eligible | +| | | | | new Android | +| | | | | smartphone they | +| | | | | trade-in a | +| | | | | qualifying | +| | | | | device Any Year | +| | | | | Any Condition, | +| | | | | activate on an | +| | | | | eligible AT&T | +| | | | | wireless plan | +| | | | | and purchase on | +| | | | | a qualifying | +| | | | | installment | +| | | | | plan! ¶ | +| | | | | What's NewJune | +| | | | | 2, 2023¶ | +| | | | | Reinstating the | +| | | | | “Any Year, Any | +| | | | | Condition” | +| | | | | trade-in | +| | | | | eligibility | +| | | | | rules for | +| | | | | Samsung Note, S | +| | | | | and Z series | +| | | | | trade-in | +| | | | | devices only. | +| | | | | All other | +| | | | | trade-in | +| | | | | devices w/ a | +| | | | | $35+ TIV after | +| | | | | the condition | +| | | | | assessment will | +| | | | | qualify for the | +| | | | | promotion. The | +| | | | | max bill | +| | | | | credits will | +| | | | | move to $800 | +| | | | | off the S23 | +| | | | | series, Z Flip4 | +| | | | | & Z Fold4. The | +| | | | | last day for | +| | | | | $1,000 off w/ | +| | | | | $150+TIV, $700 | +| | | | | off w/ $70+ TIV | +| | | | | and $350 off w/ | +| | | | | $35+ TIV is | +| | | | | 6/1/23. The | +| | | | | trade-in | +| | | | | eligible list | +| | | | | has been | +| | | | | updated to | +| | | | | include all | +| | | | | Galaxy S and | +| | | | | Note models.¶ | +| | | | | (The list | +| | | | | should be | +| | | | | considered as | +| | | | | one resource | +| | | | | for support | +| | | | | teams and is | +| | | | | not an | +| | | | | exclusive list | +| | | | | of all devices | +| | | | | that may | +| | | | | satisfy the | +| | | | | $35+ TiV | +| | | | | requirement for | +| | | | | any offer). ¶ | +| | | | | ¶ May 12, | +| | | | | 2023¶ ¶ | +| | | | | Removing the | +| | | | | “Any Year Any | +| | | | | Condition” | +| | | | | trade-in | +| | | | | eligibility and | +| | | | | moving to a | +| | | | | 3-tier trade-in | +| | | | | construct | +| | | | | (based on the | +| | | | | value after | +| | | | | condition | +| | | | | questions have | +| | | | | been | +| | | | | answered).The | +| | | | | S23 series, the | +| | | | | Z Flip4 and Z | +| | | | | Fold4 will be | +| | | | | eligible for up | +| | | | | to $1,000 off | +| | | | | with a $150+ | +| | | | | TIV, $700 off | +| | | | | with a $70-$149 | +| | | | | TIV or $350 off | +| | | | | with a $35-$69 | +| | | | | TIV (max bill | +| | | | | credits will | +| | | | | not exceed the | +| | | | | MSRP of a | +| | | | | device). ¶ The | +| | | | | last day at up | +| | | | | to $1,000 off | +| | | | | the Z Flip4 and | +| | | | | $800 off the | +| | | | | S23, S23+, S23 | +| | | | | Ultra, and Z | +| | | | | Fold4 w/ AYAC | +| | | | | trade-in is | +| | | | | 5/11/23. ¶ | +| | | | | Removing the | +| | | | | Google Pixel 7 | +| | | | | Pro from the | +| | | | | offer. ¶ The | +| | | | | last day | +| | | | | eligible for | +| | | | | $800 off w/ | +| | | | | trade-in is | +| | | | | 5/11/23. ¶ | +| | | | | Updating the | +| | | | | Trade-in device | +| | | | | eligible list | +| | | | | (last day | +| | | | | eligible is | +| | | | | 5/11/23) see | +| | | | | updated grid in | +| | | | | section below.¶ | +| | | | | March 31, 2023¶ | +| | | | | ¶ Max bill | +| | | | | credits move to | +| | | | | $800 off on the | +| | | | | Google Pixel 7 | +| | | | | Pro. ¶ ¶ The | +| | | | | last day | +| | | | | eligible at | +| | | | | $1,000 off w/ a | +| | | | | qualifying | +| | | | | trade-in is | +| | | | | 3/30/23. No | +| | | | | impact to AYAC | +| | | | | trade-in | +| | | | | eligibility. | +| | | | | The Samsung | +| | | | | Galaxy Z Flip4 | +| | | | | will remain at | +| | | | | $1,000 off. ¶ | +| | | | | ¶ March 3, | +| | | | | 2023¶ ¶ Max | +| | | | | bill credits | +| | | | | move to $800 | +| | | | | off on the | +| | | | | Samsung Galaxy | +| | | | | S23 series, | +| | | | | Fold4.¶ ¶ The | +| | | | | last day | +| | | | | eligible at | +| | | | | $1,000 off w/ a | +| | | | | qualifying | +| | | | | trade-in is | +| | | | | 3/2/23. ¶ The | +| | | | | Fold4 and Pixel | +| | | | | 7Pro remain at | +| | | | | $1000 off.¶ | +| | | | | February 1, | +| | | | | 2023¶ ¶ | +| | | | | Reinstating the | +| | | | | “Any Year, Any | +| | | | | Condition” | +| | | | | trade-in | +| | | | | eligibility | +| | | | | rules for | +| | | | | Samsung Note, S | +| | | | | and Z series | +| | | | | trade-in | +| | | | | devices. ¶ ¶ | +| | | | | All other | +| | | | | devices that | +| | | | | are valued at | +| | | | | $35 before | +| | | | | condition | +| | | | | questions are | +| | | | | answered will | +| | | | | qualify | +| | | | | customers for | +| | | | | up to $1,000 in | +| | | | | bill credits on | +| | | | | eligible | +| | | | | devices. ¶ | +| | | | | Adding the new | +| | | | | Samsung Galaxy | +| | | | | S23, S23+ and | +| | | | | S23 Ultra into | +| | | | | the offer at up | +| | | | | to $1000 in | +| | | | | bill credits | +| | | | | with an | +| | | | | eligible trade- | +| | | | | in. Increasing | +| | | | | the max bill | +| | | | | credits on the | +| | | | | Samsung Galaxy | +| | | | | Z Flip4 and Z | +| | | | | Fold4 and the | +| | | | | Google Pixel 7 | +| | | | | Pro to up to | +| | | | | $1,000 in bill | +| | | | | credits with an | +| | | | | eligible trade- | +| | | | | in. The last | +| | | | | day at $800 off | +| | | | | w/ 35 TIV is | +| | | | | 1/31/23. | +| | | | | Removing the | +| | | | | Samsung Galaxy | +| | | | | S22, S22+ and | +| | | | | S22 Ultra from | +| | | | | the offer. The | +| | | | | last day | +| | | | | eligible is | +| | | | | 1/31/23. ¶ | +| | | | | January 27, | +| | | | | 2023¶ ¶ The | +| | | | | trade-in | +| | | | | eligible list | +| | | | | has been | +| | | | | updated to | +| | | | | include all | +| | | | | Note1/S1, Pixel | +| | | | | 1 models and | +| | | | | above (the list | +| | | | | should be | +| | | | | considered as | +| | | | | one resource | +| | | | | for support | +| | | | | teams and is | +| | | | | Source: | +| | | | | Content: -mail | +| | | | | which contains | +| | | | | link to prepaid | +| | | | | shipping label. | +| | | | | ¶ Users also | +| | | | | have the | +| | | | | ability to | +| | | | | educate | +| | | | | customers of | +| | | | | the potential | +| | | | | trade-in value | +| | | | | of their device | +| | | | | by entering the | +| | | | | make and model | +| | | | | of their | +| | | | | current | +| | | | | device.¶ This | +| | | | | step is not | +| | | | | required to | +| | | | | proceed but | +| | | | | will help to | +| | | | | level set | +| | | | | promotional | +| | | | | eligibility.¶ | +| | | | | The trade-in | +| | | | | promo opt-in is | +| | | | | at the order | +| | | | | level.¶ ¶ The | +| | | | | line level | +| | | | | promo is | +| | | | | displayed on | +| | | | | the ‘Review | +| | | | | Order’ page. | +| | | | | Customer can | +| | | | | have different | +| | | | | trade-in | +| | | | | promotions in | +| | | | | the same order | +| | | | | based on each | +| | | | | line’s | +| | | | | qualifying | +| | | | | purchases. | +| | | | | Seller must | +| | | | | enter the | +| | | | | customer email | +| | | | | address | +| | | | | Customers will | +| | | | | be sent an | +| | | | | email regarding | +| | | | | the promotion | +| | | | | once the | +| | | | | eligible device | +| | | | | ships.¶ Again, | +| | | | | If the customer | +| | | | | is NOT opt’ d | +| | | | | into the | +| | | | | promotion they | +| | | | | will NOT | +| | | | | receive the | +| | | | | Trade-In | +| | | | | promotion | +| | | | | e-mail which | +| | | | | contains link | +| | | | | to prepaid | +| | | | | shipping label. | +| | | | | ¶ Do NOT use | +| | | | | the Trade-In | +| | | | | tool for any | +| | | | | customer taking | +| | | | | advantage of | +| | | | | promotional | +| | | | | Trade-In Offer. | +| | | | | Once the device | +| | | | | ships the | +| | | | | customer will | +| | | | | receive the | +| | | | | following email | +| | | | | that will | +| | | | | provide the | +| | | | | customer a link | +| | | | | to print their | +| | | | | own prepaid | +| | | | | self-service | +| | | | | shipping label. | +| | | | | Example can be | +| | | | | found below.¶ | +| | | | | ¶ This email | +| | | | | can take | +| | | | | approx. 3 | +| | | | | business days | +| | | | | from the time | +| | | | | that the device | +| | | | | ships. The | +| | | | | email also | +| | | | | allows the | +| | | | | customer to | +| | | | | review the T&Cs | +| | | | | of the trade-in | +| | | | | promo by | +| | | | | clicking ‘offer | +| | | | | details’. | +| | | | | Customers can | +| | | | | also contact | +| | | | | the AT&T | +| | | | | Business Trade- | +| | | | | in customer | +| | | | | service to | +| | | | | request | +| | | | | physical | +| | | | | shipping | +| | | | | material. Once | +| | | | | the devices are | +| | | | | returned, they | +| | | | | are processed | +| | | | | to determine | +| | | | | promotion | +| | | | | eligibility.¶ | +| | | | | If the | +| | | | | processed | +| | | | | device does NOT | +| | | | | meet the | +| | | | | minimum Trade- | +| | | | | In device | +| | | | | value, the | +| | | | | customer will | +| | | | | not receive | +| | | | | promotional | +| | | | | installment | +| | | | | credits. ¶ If | +| | | | | all eligibility | +| | | | | criteria is met | +| | | | | the customer | +| | | | | can expect | +| | | | | their | +| | | | | installment | +| | | | | credits to be | +| | | | | applied and | +| | | | | appear within 3 | +| | | | | billing cycles. | +| | | | | ¶ ¶ Note: | +| | | | | Customer should | +| | | | | not at any time | +| | | | | use the BRE | +| | | | | label included | +| | | | | in the new | +| | | | | device box to | +| | | | | ship their | +| | | | | Trade-In | +| | | | | devices back. ¶ | +| | | | | ¶ If the BRE | +| | | | | label is | +| | | | | utilized the | +| | | | | customer will | +| | | | | NOT receive the | +| | | | | promotional | +| | | | | installment | +| | | | | credits.¶ What | +| | | | | the Customer | +| | | | | Can Expect¶ ¶ | +| | | | | Process begins | +| | | | | when the | +| | | | | Customer’s | +| | | | | order ships. | +| | | | | Not when it is | +| | | | | ordered. If a | +| | | | | customer has no | +| | | | | other | +| | | | | promotions | +| | | | | beyond the | +| | | | | Trade-in, they | +| | | | | will receive a | +| | | | | welcome email | +| | | | | from donotreply | +| | | | | @ATT.TradeIn- | +| | | | | Program.com in | +| | | | | 1-2 days.¶ | +| | | | | This email is | +| | | | | generated by an | +| | | | | automated | +| | | | | process and | +| | | | | includes a link | +| | | | | that allows the | +| | | | | customer to | +| | | | | print their own | +| | | | | return label ¶ | +| | | | | However¶ ¶ If | +| | | | | the customer | +| | | | | has multiple | +| | | | | promotions | +| | | | | stacked on the | +| | | | | order a manual | +| | | | | process is used | +| | | | | to generate the | +| | | | | welcome email | +| | | | | from, donotrepl | +| | | | | y@ATT.TradeIn- | +| | | | | Program.com and | +| | | | | it can take | +| | | | | 7-10 days for | +| | | | | the welcome | +| | | | | email to | +| | | | | arrive.¶ ¶ | +| | | | | Due to lack of | +| | | | | automation the | +| | | | | customer will | +| | | | | also be getting | +| | | | | a return label | +| | | | | shipped to them | +| | | | | - the process | +| | | | | can take an | +| | | | | additional 7-10 | +| | | | | days depending | +| | | | | on the speed of | +| | | | | the postal | +| | | | | service¶ | +| | | | | Customers need | +| | | | | to save the | +| | | | | tracking | +| | | | | numbers on | +| | | | | their return | +| | | | | labels, AT&T | +| | | | | has no way to | +| | | | | retrieve them | +| | | | | for the | +| | | | | customer.¶ ¶ | +| | | | | Once customer | +| | | | | have their | +| | | | | shipping | +| | | | | material | +| | | | | (either printed | +| | | | | out or sent to | +| | | | | them by mail) | +| | | | | they may return | +| | | | | their devices – | +| | | | | The customer | +| | | | | controls the | +| | | | | timeline on | +| | | | | this. Trade-in | +| | | | | travels to | +| | | | | AT&T’s trade-in | +| | | | | warehouse - Up | +| | | | | to a week | +| | | | | depending on | +| | | | | the postal | +| | | | | service When | +| | | | | the Package | +| | | | | arrives at the | +| | | | | AT&T Trade in | +| | | | | Center it is | +| | | | | scanned in.¶ | +| | | | | That scan | +| | | | | generates a | +| | | | | second email to | +| | | | | the customer | +| | | | | letting the | +| | | | | customer know | +| | | | | the device has | +| | | | | arrived at AT&T | +| | | | | and is being | +| | | | | assessed ¶ | +| | | | | Assessment | +| | | | | takes 7-10 | +| | | | | days. Once a | +| | | | | week a report | +| | | | | is sent to AT&T | +| | | | | for processing | +| | | | | – Every 7 days | +| | | | | AT&T Manually | +| | | | | formats the | +| | | | | report and | +| | | | | scrubs for | +| | | | | errors. – 7 | +| | | | | Days AT&T runs | +| | | | | scripting that | +| | | | | confirms or | +| | | | | denies | +| | | | | eligibility – 1 | +| | | | | day Credits | +| | | | | begin in 1 -2 | +| | | | | Bill cycles. | +| | | | | Most Accounts | +| | | | | will see | +| | | | | credits begin | +| | | | | within 3 | +| | | | | billing cycles | +| | | | | Wrong Label | +| | | | | (BRE) Used to | +| | | | | Return Trade-In | +| | | | | Device Check in | +| | | | | AIR/Order Track | +| | | | | to confirm if | +| | | | | device was | +| | | | | received to the | +| | | | | warehouse.¶ ¶ | +| | | | | In AIR, enter | +| | | | | the RMA number | +| | | | | listed as an | +| | | | | invoice | +| | | | | number.¶ ¶ | +| | | | | You can look up | +| | | | | the RMA number | +| | | | | that generated | +| | | | | during the | +| | | | | original order | +| | | | | in Order | +| | | | | Track.If the | +| | | | | RMA number | +| | | | | displays a | +| | | | | device in AIR, | +| | | | | the customer | +| | | | | has used the | +| | | | | BRE label | +| | | | | instead of the | +| | | | | return label.¶ | +| | | | | If device was | +| | | | | received by the | +| | | | | incorrect | +| | | | | warehouse, | +| | | | | create an | +| | | | | Clarify Urgent | +| | | | | Case to engage | +| | | | | the ICU team. | +| | | | | Include:¶ | +| | | | | CTN(s) needing | +| | | | | creditsName of | +| | | | | the | +| | | | | promotionM&P | +| | | | | IDCredit amount | +| | | | | anticipatedOrde | +| | | | | r numberAny | +| | | | | other relevant | +| | | | | information¶ | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 40 | [] | Will AT&T | Yes, AT&T | Content: | +| | | pay anything | offers | uctible amounts | +| | | for devices | device | are based on | +| | | that have | protection | the device | +| | | some damage | plans that | model and are | +| | | (cracked | cover lost, | in the | +| | | screens, | stolen, and | brochure. All | +| | | water | physically | eligible screen | +| | | damage)? | damaged | repairs have a | +| | | | devices, | service fee of | +| | | | including | $29 each | +| | | | those with | incident. To | +| | | | cracked | view the most | +| | | | screens and | up to date, | +| | | | water | full list of | +| | | | damage. | eligible | +| | | | However, | devices by | +| | | | there is a | deductible, | +| | | | non- | visit phoneclai | +| | | | refundable d | m.com/att/ . | +| | | | eductible/se | Disclaimers 1 | +| | | | rvice fee | Mobile | +| | | | for each | Insurance: | +| | | | approved | Covers one | +| | | | claim, and | eligible device | +| | | | the amount | for up to two | +| | | | is based on | claims within | +| | | | the device | any consecutive | +| | | | tier. All | 12-month | +| | | | eligible | period. Monthly | +| | | | screen | charge of $8.99 | +| | | | repairs have | per enrolled | +| | | | a service | number. AT&T | +| | | | fee of $29 | Protect | +| | | | each | Advantage for 1 | +| | | | incident. | and AT&T | +| | | | For more | Protect | +| | | | information, | Advantage for | +| | | | you can | Business for 1 | +| | | | visit phonec | includes AT&T | +| | | | laim.com/att | Protect | +| | | | or call | Insurance for | +| | | | Asurion | 1, ProTech | +| | | | Customer | support, and | +| | | | Care at 888. | Photo Storage | +| | | | 562.8662. | app.  Covers | +| | | | (Source: | one eligible | +| | | | context) | device for up | +| | | | | to three claims | +| | | | | within any | +| | | | | consecutive | +| | | | | 12-month | +| | | | | period. | +| | | | |  Monthly charge | +| | | | | of $16.00 per | +| | | | | enrolled | +| | | | | number.  AT&T | +| | | | | Protect | +| | | | | Advantage for 4 | +| | | | | and AT&T | +| | | | | Protect | +| | | | | Advantage for | +| | | | | Business for 4 | +| | | | | includes AT&T | +| | | | | Protect | +| | | | | Insurance for | +| | | | | 4, ProTech | +| | | | | support, and | +| | | | | Photo Storage | +| | | | | app.  Covers up | +| | | | | to four | +| | | | | eligible | +| | | | | devices for up | +| | | | | to eight shared | +| | | | | claims within | +| | | | | any consecutive | +| | | | | 12-month | +| | | | | period. | +| | | | |  Monthly charge | +| | | | | of $45.00 per | +| | | | | mobile account | +| | | | | enrolled. | +| | | | |  ProTech | +| | | | | support | +| | | | | available for | +| | | | | covered devices | +| | | | | only. | +| | | | |  The Photo | +| | | | | Storage | +| | | | | app requires a | +| | | | | compatible | +| | | | | device with | +| | | | | AT&T wireless | +| | | | | service. | +| | | | | Certain | +| | | | | features not | +| | | | | available on | +| | | | | all devices. | +| | | | | Data charges | +| | | | | may apply. | +| | | | |  General: | +| | | | | Additional | +| | | | | taxes, fees and | +| | | | | restrictions | +| | | | | apply. For | +| | | | | complete | +| | | | | coverage | +| | | | | details, see at | +| | | | | t.com/protectad | +| | | | | vantage. | +| | | | | 2 Screen | +| | | | | Repair: Service | +| | | | | Fee | +| | | | | applies: Each | +| | | | | screen repair | +| | | | | will count | +| | | | | towards your | +| | | | | claim limit. | +| | | | | Limited to | +| | | | | eligible | +| | | | | devices in | +| | | | | select areas. | +| | | | | Newly launched | +| | | | | device models | +| | | | | may not be | +| | | | | eligible for | +| | | | | repair. Visit p | +| | | | | honeclaim.com/a | +| | | | | tt or call | +| | | | | 888.562.8662 to | +| | | | | check current | +| | | | | eligibility. | +| | | | | Same-day screen | +| | | | | repair option | +| | | | | depends upon | +| | | | | claim approval | +| | | | | time and | +| | | | | technician | +| | | | | availability. | +| | | | | Eligible | +| | | | | devices and | +| | | | | available areas | +| | | | | are both | +| | | | | subject to | +| | | | | change at any | +| | | | | time. 3 | +| | | | | Battery | +| | | | | Replacement: If | +| | | | | an eligible | +| | | | | wireless device | +| | | | | powers on and | +| | | | | the battery | +| | | | | fails to | +| | | | | maintain an | +| | | | | adequate charge | +| | | | | after | +| | | | | diagnostic | +| | | | | testing, we | +| | | | | will repair the | +| | | | | eligible | +| | | | | wireless device | +| | | | | by replacing | +| | | | | the battery | +| | | | | during the | +| | | | | extended | +| | | | | warranty | +| | | | | period, for as | +| | | | | long as you are | +| | | | | enrolled in the | +| | | | | program. 4 | +| | | | | Same-Day | +| | | | | Replacement: | +| | | | | Available for | +| | | | | select devices | +| | | | | in select areas | +| | | | | and is subject | +| | | | | to parts and | +| | | | | technician | +| | | | | availability. | +| | | | | Claims must be | +| | | | | filed and | +| | | | | approved by | +| | | | | 4pm. | +| | | | | Eligibility is | +| | | | | determined at | +| | | | | the time of | +| | | | | claim approval, | +| | | | | and is | +| | | | | contingent on | +| | | | | certain | +| | | | | criteria, | +| | | | | including claim | +| | | | | approval time. | +| | | | | Same-day | +| | | | | replacement is | +| | | | | not available | +| | | | | for Mobile | +| | | | | Insurance | +| | | | | customers. 5 | +| | | | | Declining | +| | | | | deductibles | +| | | | | will no longer | +| | | | | be part of the | +| | | | | programs after | +| | | | | 10/22/19, but | +| | | | | we will honor | +| | | | | the declining | +| | | | | deductible | +| | | | | feature for | +| | | | | your first | +| | | | | claim filed | +| | | | | after 10/22/19, | +| | | | | as long as you | +| | | | | have been | +| | | | | enrolled in the | +| | | | | program and | +| | | | | have been | +| | | | | claim-free for | +| | | | | at least 6 | +| | | | | months prior to | +| | | | | 10/22/19. If | +| | | | | the device is | +| | | | | eligible for a | +| | | | | declining | +| | | | | deductible | +| | | | | discount, it | +| | | | | will be | +| | | | | calculated | +| | | | | using the | +| | | | | pre-10/22 | +| | | | | deductible | +| | | | | table. Please | +| | | | | visit phoneclai | +| | | | | m.com/att to | +| | | | | see the | +| | | | | pre-10/22 | +| | | | | deductible | +| | | | | table. 6 Video | +| | | | | size | +| | | | | limitations may | +| | | | | apply. AT&T | +| | | | | Protect | +| | | | | Advantage Plans | +| | | | | include Protect | +| | | | | Insurance for 1 | +| | | | | or 4, ProTech | +| | | | | support and the | +| | | | | AT&T Photo | +| | | | | Storage app. | +| | | | | Protect | +| | | | | Insurance for 1 | +| | | | | and 4 and AT&T | +| | | | | Mobile | +| | | | | Insurance are | +| | | | | underwritten by | +| | | | | Continental | +| | | | | Casualty | +| | | | | Company, a CNA | +| | | | | company (CNA), | +| | | | | Chicago, IL, | +| | | | | and | +| | | | | administered by | +| | | | | Asurion | +| | | | | Protection | +| | | | | Services, LLC | +| | | | | (in Iowa, Lic. | +| | | | | #1001002300; in | +| | | | | California, | +| | | | | Asurion | +| | | | | Protection | +| | | | | Services | +| | | | | Insurance | +| | | | | Agency, LLC, CA | +| | | | | Lic. #0D63161), | +| | | | | a licensed | +| | | | | agent of CNA. | +| | | | | Limitations and | +| | | | | exclusions | +| | | | | apply. See | +| | | | | terms and | +| | | | | conditions for | +| | | | | more informatio | +| | | | | n.Terms and | +| | | | | Conditions for | +| | | | | legacy | +| | | | | protection | +| | | | | plans can be | +| | | | | found at Device | +| | | | | Protection | +| | | | | Terms and | +| | | | | Conditions. | +| | | | | back to top | +| | | | | image Source: | +| | | | | Content: AT&T | +| | | | | Protect | +| | | | | Advantage Meet | +| | | | | the Plans | +| | | | | Provisioning | +| | | | | Selling Tips | +| | | | | Eligibility | +| | | | | ProTech Support | +| | | | | Tools & | +| | | | | Resources | +| | | | | Claims & | +| | | | | Deductibles | +| | | | | FAQ News & | +| | | | | Updates | +| | | | | Effective March | +| | | | | 31, 2023, the | +| | | | | AT&T Protect | +| | | | | Advantage | +| | | | | ProTech App has | +| | | | | been shut down. | +| | | | | Existing users | +| | | | | will have | +| | | | | access until | +| | | | | April 30, 2023. | +| | | | | The AT&T Photo | +| | | | | Storage app is | +| | | | | not impacted | +| | | | | and remains | +| | | | | available for d | +| | | | | ownload.Custome | +| | | | | rs can call | +| | | | | AT&T ProTech | +| | | | | support at | +| | | | | 888-4-PROTECH | +| | | | | (888.477.6832), | +| | | | | or chat with a | +| | | | | ProTech expert | +| | | | | directly on the | +| | | | | Protect | +| | | | | Advantage | +| | | | | website at http | +| | | | | s://att.com/myd | +| | | | | eviceprotection | +| | | | | . Meet the | +| | | | | Plans | +| | | | | Introducing the | +| | | | | simplified | +| | | | | Protect | +| | | | | Advantage | +| | | | | portfolio… | +| | | | | Protect | +| | | | | Advantage for 1 | +| | | | | (Consumer/Busin | +| | | | | ess) 1 | +| | | | | connected | +| | | | | device | +| | | | | (smartphone, | +| | | | | tablet, laptop, | +| | | | | or watch) $14 | +| | | | | or $17/month | +| | | | | depending on | +| | | | | device tier | +| | | | | New York | +| | | | | residents can | +| | | | | purchase the | +| | | | | bundle | +| | | | | components | +| | | | | separately* | +| | | | | Protect | +| | | | | Advantage for 4 | +| | | | | (Consumer/Busin | +| | | | | ess) 4 | +| | | | | devices | +| | | | | (smartphone, | +| | | | | tablet, laptop, | +| | | | | or watch) | +| | | | | Primary device | +| | | | | must be a | +| | | | | connected | +| | | | | smartphone, | +| | | | | tablet, or | +| | | | | watch. Wi-Fi | +| | | | | Tablets are the | +| | | | | only eligible | +| | | | | non-connected | +| | | | | device | +| | | | | $45/month all | +| | | | | device tiers | +| | | | | New York | +| | | | | residents can | +| | | | | purchase the | +| | | | | bundle | +| | | | | components | +| | | | | separately* | +| | | | | keeping the | +| | | | | best parts of | +| | | | | Protect | +| | | | | Advantage... | +| | | | | As soon as same | +| | | | | day replacement | +| | | | | and setup | +| | | | | Unlimited $0 | +| | | | | battery | +| | | | | replacements | +| | | | | Unlimited photo | +| | | | | & video storage | +| | | | | ProTech support | +| | | | | /Business | +| | | | | ProTech Support | +| | | | | Simple Setup | +| | | | | support | +| | | | | ...with | +| | | | | enhanced | +| | | | | benefits | +| | | | | Unlimited $29 | +| | | | | screen repair | +| | | | | claims with | +| | | | | expanded | +| | | | | coverage | +| | | | | Unlimited | +| | | | | claims for | +| | | | | device out-of- | +| | | | | warranty | +| | | | | malfunctions | +| | | | | Next day | +| | | | | replacement and | +| | | | | setup Device | +| | | | | sanitization | +| | | | | Device buff and | +| | | | | polish In- | +| | | | | Person | +| | | | | performance | +| | | | | promise Device | +| | | | | data recovery | +| | | | | More total | +| | | | | claims for | +| | | | | better | +| | | | | protection | +| | | | | Increasing max | +| | | | | device value | +| | | | | from $2500 to | +| | | | | $3500 NY | +| | | | | residents must | +| | | | | call customer | +| | | | | care to request | +| | | | | addition of the | +| | | | | standalone | +| | | | | features.  | +| | | | | Visit Protect | +| | | | | Advantage - New | +| | | | | York Customers | +| | | | | Handling - BCSS | +| | | | | Legacy device | +| | | | | protection | +| | | | | plans (enrolled | +| | | | | pre-2/24/22) | +| | | | | Mobile | +| | | | | Insurance and | +| | | | | previous PA1 | +| | | | | and PA4 are | +| | | | | retired | +| | | | | effective | +| | | | | 2/24/22 | +| | | | | Customers are | +| | | | | grandfathered | +| | | | | and can keep | +| | | | | their current | +| | | | | plan, pricing, | +| | | | | and benefits. | +| | | | | Even when | +| | | | | upgrading! | +| | | | | Customers | +| | | | | cannot move | +| | | | | between legacy | +| | | | | plans. If a | +| | | | | customer | +| | | | | requests to | +| | | | | upgrade from | +| | | | | legacy MI or | +| | | | | PA4, they will | +| | | | | need to select | +| | | | | a current | +| | | | | Protect | +| | | | | Advantage Plan. | +| | | | | If a customer | +| | | | | removes a | +| | | | | legacy plan, | +| | | | | they cannot be | +| | | | | re-added or | +| | | | | enrolled. This | +| | | | | includes when | +| | | | | device | +| | | | | protection | +| | | | | plans are | +| | | | | removed to | +| | | | | perform | +| | | | | internal | +| | | | | processes like | +| | | | | a Transfer of | +| | | | | Billing | +| | | | | Responsibility. | +| | | | | The legacy | +| | | | | features cannot | +| | | | | be recovered. | +| | | | | See AT&T | +| | | | | Protect | +| | | | | Advantage and | +| | | | | Mobile | +| | | | | Insurance | +| | | | | (Retired Plans) | +| | | | | - BCSS to | +| | | | | support | +| | | | | customers with | +| | | | | these plans. | +| | | | | The new | +| | | | | offersTiered | +| | | | | pricing and | +| | | | | replacement | +| | | | | deductibles for | +| | | | | the new Protect | +| | | | | Advantage plans | +| | | | | Device Tiers D | +| | | | | eductibles/Serv | +| | | | | ice Fee for | +| | | | | Replacement | +| | | | | Claims | +| | | | | (Excluding Wi- | +| | | | | Fi only | +| | | | | tablets) | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge | +| | | | | *NEW* Protect | +| | | | | Advantage for 1 | +| | | | | *NEW* Protect | +| | | | | Advantage for 4 | +| | | | | 1 $25 $14 | +| | | | | $45 2 | +| | | | | $100 $14 $45 | +| | | | | 3 $225 $17 | +| | | | | $45 4 | +| | | | | $275 $17 $45 | +| | | | | Compare the | +| | | | | plans AT&T | +| | | | | Protect | +| | | | | Advantage for | +| | | | | 1* AT&T | +| | | | | Protect | +| | | | | Advantage for | +| | | | | 4* Before | +| | | | | 2/24/2022 On | +| | | | | and After | +| | | | | 2/24/2022 | +| | | | | Before | +| | | | | 2/24/2022 On | +| | | | | and After | +| | | | | 2/24/2022 # of | +| | | | | Devices Covered | +| | | | | 4 (phones, | +| | | | | tablets, | +| | | | | watches | +| | | | | laptops) 4 | +| | | | | (phones, | +| | | | | tablets and | +| | | | | connected | +| | | | | watches & | +| | | | | laptops) | +| | | | | Protection | +| | | | | Lost, Theft, | +| | | | | and Physical | +| | | | | Damage Claim | +| | | | | Limit (12 | +| | | | | consecutive | +| | | | | months) 3 | +| | | | | claims 3 | +| | | | | claims** 8 | +| | | | | shared claims | +| | | | | 8 shared | +| | | | | claims** | +| | | | | Accidental | +| | | | | Damage from | +| | | | | Handling (ADH) | +| | | | | Claim Limit (12 | +| | | | | consecutive | +| | | | | months) Counts | +| | | | | against claim | +| | | | | limit 2 claims | +| | | | | Counts against | +| | | | | claim limit 6 | +| | | | | shared claims | +| | | | | Maximum Claim | +| | | | | Value $2500 | +| | | | | per claim | +| | | | | $3500 per claim | +| | | | | $2500 per claim | +| | | | | $3500 per claim | +| | | | | Screen Repair | +| | | | | ($29 | +| | | | | deductible) | +| | | | | Source: | +| | | | | Content: | +| | | | | ✔Selling | +| | | | | Protect | +| | | | | Advantage to | +| | | | | customers | +| | | | | without | +| | | | | protection | +| | | | | Overcome Object | +| | | | | ions:“It’s too | +| | | | | expensive” | +| | | | | AT&T Protect | +| | | | | Advantage can | +| | | | | really save you | +| | | | | money if | +| | | | | something | +| | | | | happens to your | +| | | | | device. A new | +| | | | | smartphone can | +| | | | | cost hundreds | +| | | | | of dollars. | +| | | | | Plus, you get | +| | | | | unlimited $29 | +| | | | | screen repairs | +| | | | | and $0 battery | +| | | | | replacements if | +| | | | | a ProTech | +| | | | | determines your | +| | | | | battery has | +| | | | | failed. “I | +| | | | | have a backup | +| | | | | phone” It’s | +| | | | | good to have a | +| | | | | backup plan; | +| | | | | however, older | +| | | | | devices get | +| | | | | more and more | +| | | | | outdated every | +| | | | | day. For | +| | | | | example, your | +| | | | | favorite apps | +| | | | | might not work | +| | | | | the same on an | +| | | | | older phone, so | +| | | | | it might be | +| | | | | more | +| | | | | frustrating | +| | | | | than you think | +| | | | | to use an old | +| | | | | device. Some | +| | | | | older devices | +| | | | | that use 3G | +| | | | | technology | +| | | | | won’t even work | +| | | | | on our network | +| | | | | anymore. With | +| | | | | Protect | +| | | | | Advantage, you | +| | | | | could have a | +| | | | | replacement | +| | | | | phone in hand | +| | | | | as soon as the | +| | | | | same day. | +| | | | | You’ll be back | +| | | | | up and running | +| | | | | in no time. “I | +| | | | | don’t need tech | +| | | | | help” Having | +| | | | | coverage means | +| | | | | expecting the | +| | | | | unexpected. I’m | +| | | | | guessing you | +| | | | | also have a | +| | | | | smartwatch and | +| | | | | maybe a tablet, | +| | | | | right? Protect | +| | | | | Advantage for 4 | +| | | | | will cover all | +| | | | | of them in case | +| | | | | they get lost, | +| | | | | stolen, or | +| | | | | damaged, or | +| | | | | experiences an | +| | | | | out of warranty | +| | | | | malfunction. | +| | | | | Plus, ProTech | +| | | | | not only | +| | | | | provides | +| | | | | support for | +| | | | | these devices, | +| | | | | but also almost | +| | | | | everything they | +| | | | | connect to. If | +| | | | | you currently | +| | | | | pay for cloud | +| | | | | storage, the | +| | | | | plan already | +| | | | | saves you money | +| | | | | because Protect | +| | | | | Advantage | +| | | | | includes | +| | | | | unlimited cloud | +| | | | | storage for | +| | | | | your photos and | +| | | | | videos at no | +| | | | | extra cost. “I | +| | | | | don’t need | +| | | | | protection, | +| | | | | please cancel | +| | | | | my plan” We’re | +| | | | | sorry to see | +| | | | | you go. | +| | | | | Cancelling your | +| | | | | plan means that | +| | | | | if you lose or | +| | | | | damage your | +| | | | | device, you | +| | | | | won’t be | +| | | | | eligible for | +| | | | | repair or | +| | | | | replacement | +| | | | | options | +| | | | | included in the | +| | | | | AT&T protection | +| | | | | plans. I simply | +| | | | | need you to | +| | | | | confirm you | +| | | | | understand | +| | | | | you’ll lose | +| | | | | these benefits | +| | | | | and I’ll remove | +| | | | | the device | +| | | | | protection plan | +| | | | | effective | +| | | | | today. “I know | +| | | | | how to setup my | +| | | | | phone” I | +| | | | | understand you | +| | | | | are tech-savvy, | +| | | | | but your new | +| | | | | phone may use a | +| | | | | different | +| | | | | operating | +| | | | | system than | +| | | | | your previous | +| | | | | one. With our | +| | | | | ProTech "Simple | +| | | | | Setup" you can | +| | | | | get all your | +| | | | | content | +| | | | | transferred | +| | | | | over to your | +| | | | | new device | +| | | | | quickly and | +| | | | | securely. | +| | | | | You’ll get up | +| | | | | and running in | +| | | | | no time.  | +| | | | | At AT&T we | +| | | | | expect every | +| | | | | interaction to | +| | | | | be conducted | +| | | | | with honesty & | +| | | | | integrity. This | +| | | | | is driven by | +| | | | | our cultural | +| | | | | value of Live | +| | | | | True: Do the | +| | | | | right thing no | +| | | | | compromise and | +| | | | | outlined in our | +| | | | | Code of | +| | | | | Business | +| | | | | Conduct | +| | | | | . Sellers MUST | +| | | | | not: | +| | | | | Knowingly | +| | | | | create or | +| | | | | contribute to | +| | | | | the creation of | +| | | | | phantom churn | +| | | | | Add or change a | +| | | | | service, | +| | | | | feature, | +| | | | | protection plan | +| | | | | or equipment on | +| | | | | a customer's | +| | | | | account without | +| | | | | the customer's | +| | | | | approval | +| | | | | Advise a | +| | | | | customer that | +| | | | | protection is | +| | | | | required | +| | | | | These are | +| | | | | considered | +| | | | | Sales Integrity | +| | | | | Violations. If | +| | | | | you become | +| | | | | aware of a | +| | | | | questionable | +| | | | | sales practice | +| | | | | or are directed | +| | | | | to circumvent | +| | | | | procedures or | +| | | | | controls to | +| | | | | obtain a sale, | +| | | | | you have | +| | | | | responsibility | +| | | | | to report | +| | | | | it. Sellers | +| | | | | MUST: Gain | +| | | | | customer | +| | | | | approval prior | +| | | | | to adding or | +| | | | | changing any | +| | | | | service, | +| | | | | product, | +| | | | | feature, or | +| | | | | protection | +| | | | | plan. | +| | | | | Accurately | +| | | | | disclose | +| | | | | pricing and | +| | | | | capabilities | +| | | | | for all | +| | | | | services, | +| | | | | products, | +| | | | | features, and | +| | | | | protection | +| | | | | plans. Cover | +| | | | | all required | +| | | | | contract | +| | | | | disclosures and | +| | | | | contract | +| | | | | provisions | +| | | | | likely to have | +| | | | | a material | +| | | | | effect on the | +| | | | | customer's | +| | | | | purchase | +| | | | | decisions. | +| | | | | Review the | +| | | | | appropriate | +| | | | | transaction | +| | | | | summary with | +| | | | | the customer | +| | | | | and ensure they | +| | | | | fully | +| | | | | understand all | +| | | | | changes made to | +| | | | | the account, as | +| | | | | well as future | +| | | | | billing | +| | | | | expectations. | +| | | | | Visit the Asset | +| | | | | Protection webs | +| | | | | ite for more | +| | | | | information. | +| | | | | ProTech Support | +| | | | | ProTech Support | +| | | | | offers | +| | | | | unlimited live | +| | | | | support (via | +| | | | | phone or chat) | +| | | | | for device | +| | | | | setup, how-to, | +| | | | | and ongoing tro | +| | | | | ubleshooting: | +| | | | | Customers can | +| | | | | call AT&T | +| | | | | ProTech support | +| | | | | at | +| | | | | 888-4-PROTECH | +| | | | | (888.477.6832), | +| | | | | or chat with a | +| | | | | ProTech expert | +| | | | | directly on the | +| | | | | Protect | +| | | | | Advantage | +| | | | | website at http | +| | | | | s://att.com/myd | +| | | | | eviceprotection | +| | | | | . Experts are | +| | | | | available | +| | | | | Monday - Friday | +| | | | | 8:00 a.m. to 10 | +| | | | | p.m. ET, and | +| | | | | Saturday-Sunday | +| | | | | 9:00 a.m. to | +| | | | | 9:00 p.m. ET. | +| | | | | Access to | +| | | | | personalized | +| | | | | self-help | +| | | | | resources is | +| | | | | available 24/7. | +| | | | | Experts can | +| | | | | help enrolled | +| | | | | customers | +| | | | | customize their | +| | | | | device and | +| | | | | resolve almost | +| | | | | any technical | +| | | | | issue.For | +| | | | | example: Set | +| | | | | up a new device | +| | | | | and connect to | +| | | | | a car, wireless | +| | | | | speakers, Wi-Fi | +| | | | | enabled | +| | | | | devices, and | +| | | | | accessories. | +| | | | | Recommend the | +| | | | | latest apps to | +| | | | | customize the | +| | | | | device. Easily | +| | | | | transfer | +| | | | | content from | +| | | | | one device to | +| | | | | another. | +| | | | | Confirm Privacy | +| | | | | settings and | +| | | | | scan for | +| | | | | viruses. | +| | | | | Assist with | +| | | | | AT&T streaming | +| | | | | and | +| | | | | entertainment | +| | | | | Heads up: | +| | | | | Legacy Source: | +| | | | | Content: Counts | +| | | | | against claim | +| | | | | limit | +| | | | | Unlimited | +| | | | | Counts against | +| | | | | claim limit | +| | | | | Unlimited | +| | | | | Battery | +| | | | | Replacement ($0 | +| | | | | Deductible) | +| | | | | Unlimited | +| | | | | Unlimited | +| | | | | Unlimited | +| | | | | Unlimited Out | +| | | | | of Warranty | +| | | | | Malfunction | +| | | | | Claims Counts | +| | | | | against claim | +| | | | | limit | +| | | | | Unlimited | +| | | | | Counts against | +| | | | | claim limit | +| | | | | Unlimited | +| | | | | Support Same | +| | | | | Day Replacement | +| | | | | and Setup Next | +| | | | | Day Replacement | +| | | | | and Setup In- | +| | | | | Store ProTech | +| | | | | Support (in | +| | | | | select stores | +| | | | | for eligible | +| | | | | devices)*Screen | +| | | | | Repair    | +| | | | | *Battery | +| | | | | Replacement | +| | | | | Device | +| | | | | Sanitization | +| | | | | Device Buff and | +| | | | | Polish Photo | +| | | | | and Video | +| | | | | Storage0with | +| | | | | AT&T Photo | +| | | | | Storage App | +| | | | | Unlimited | +| | | | | Unlimited | +| | | | | Unlimited | +| | | | | Unlimited | +| | | | | Performance | +| | | | | Promise | +| | | | | Checkups | +| | | | | (speed, signal, | +| | | | | battery) | +| | | | | Unlimited | +| | | | | Unlimited | +| | | | | Unlimited | +| | | | | Unlimited In- | +| | | | | Person | +| | | | | Performance | +| | | | | Promise | +| | | | | Checkups | +| | | | | Device Data | +| | | | | Recovery | +| | | | | Pricing | +| | | | | Monthly | +| | | | | Recurring Price | +| | | | | $15 $14 | +| | | | | /$17(tiered by | +| | | | | device model) | +| | | | | $40 $45 | +| | | | | Limitations and | +| | | | | exclusions | +| | | | | apply.  See | +| | | | | terms and | +| | | | | conditions for | +| | | | | more | +| | | | | information. | +| | | | | **Excluding ADH | +| | | | | What you need | +| | | | | to know We | +| | | | | have simplified | +| | | | | billing and | +| | | | | provisioning | +| | | | | Protect | +| | | | | Advantage with | +| | | | | one bundled | +| | | | | SOC. How to | +| | | | | check your | +| | | | | customer’s | +| | | | | enrollment | +| | | | | You can view | +| | | | | the feature tab | +| | | | | in OPUS to | +| | | | | determine if | +| | | | | the customer | +| | | | | has our legacy | +| | | | | device | +| | | | | protection | +| | | | | plans or the | +| | | | | new PA1 or PA4. | +| | | | | SOC Codes The | +| | | | | New Protect | +| | | | | Advantage | +| | | | | (PA1/PA4) | +| | | | | components are: | +| | | | | Device Protecti | +| | | | | on - provides | +| | | | | coverage for | +| | | | | lost, stolen, | +| | | | | and physically | +| | | | | damaged | +| | | | | devices. | +| | | | | Extended | +| | | | | Service | +| | | | | Contract | +| | | | | - provides | +| | | | | additional | +| | | | | claims for | +| | | | | accidental | +| | | | | damage while | +| | | | | handling, $29 | +| | | | | unlimited | +| | | | | screen repair | +| | | | | AND out of | +| | | | | warranty | +| | | | | malfunctions, | +| | | | | including | +| | | | | unlimited $0 | +| | | | | battery | +| | | | | replacements. | +| | | | | Examples of | +| | | | | accidental | +| | | | | damage while | +| | | | | handling are | +| | | | | damage from | +| | | | | dropping a | +| | | | | device, spilled | +| | | | | liquid, and | +| | | | | cracked screens | +| | | | | that can’t be | +| | | | | repaired. | +| | | | | ProTech Support | +| | | | | - provides the | +| | | | | customer person | +| | | | | alized device | +| | | | | voice/chat | +| | | | | technical | +| | | | | support. New | +| | | | | Protect | +| | | | | Advantage | +| | | | | Benefits | +| | | | | (effective | +| | | | | 6/9/22) Next | +| | | | | Day Replacement | +| | | | | and Setup - | +| | | | | midnight local | +| | | | | cutoff vs. 4pm | +| | | | | local time for | +| | | | | Same Day | +| | | | | Replacement and | +| | | | | Setup. In- | +| | | | | Person | +| | | | | Performance | +| | | | | Promise – | +| | | | | provides more | +| | | | | options for | +| | | | | customers to | +| | | | | get performance | +| | | | | promise | +| | | | | checkups with | +| | | | | in-person UBIF | +| | | | | or remote | +| | | | | technicians. | +| | | | | Device | +| | | | | Sanitization – | +| | | | | eliminates | +| | | | | harmful germs | +| | | | | and bacteria on | +| | | | | phones. | +| | | | | Available as | +| | | | | appointment in | +| | | | | UBIF. Device | +| | | | | Buff and Polish | +| | | | | – removes | +| | | | | scratches and | +| | | | | scuffs from | +| | | | | device | +| | | | | (eligible for | +| | | | | phones and | +| | | | | Apple watches | +| | | | | only). | +| | | | | Available as | +| | | | | appointment in | +| | | | | UBIF. Benefit | +| | | | | will ramp | +| | | | | throughout | +| | | | | 2022. Device | +| | | | | Data Recovery – | +| | | | | attempts to | +| | | | | help customers | +| | | | | who are unable | +| | | | | to recover | +| | | | | data, | +| | | | | especially more | +| | | | | complex | +| | | | | situations. | +| | | | | Available as | +| | | | | appointment in | +| | | | | UBIF. | +| | | | | Eligibility | +| | | | | When customers | +| | | | | can add Protect | +| | | | | Advantage: | +| | | | | During the | +| | | | | device purchase | +| | | | | within the | +| | | | | activation or | +| | | | | upgrade flow | +| | | | | Within 30 days | +| | | | | following a | +| | | | | qualified | +| | | | | activation or | +| | | | | upgrade.  | +| | | | | During Open | +| | | | | Enrollment | +| | | | | Periods  | +| | | | | Eligible | +| | | | | devices: | +| | | | | Connected | +| | | | | phones, | +| | | | | smartwatches, | +| | | | | tablets, and la | +| | | | | ptops. Eligible | +| | | | | mobile devices | +| | | | | that are | +| | | | | connected to | +| | | | | the AT&T | +| | | | | wireless | +| | | | | network with a | +| | | | | postpaid | +| | | | | monthly voice | +| | | | | or data plan.  | +| | | | | PA1 covers 1 | +| | | | | connected | +| | | | | device PA4 | +| | | | | covers up to 4 | +| | | | | connected | +| | | | | devices | +| | | | | Non-connected | +| | | | | tablets (Wi-Fi | +| | | | | only tablet) | +| | | | | PA4 only | +| | | | | Customer owned | +| | | | | equipment: | +| | | | | Customers | +| | | | | bringing their | +| | | | | own device | +| | | | | (BYOD5)  | +| | | | | Dual SIM (DSDS) | +| | | | | devices: The | +| | | | | customer has | +| | | | | the same 30-day | +| | | | | enrollment | +| | | | | period (30 days | +| | | | | from service | +| | | | | activation or | +| | | | | upgrade) with | +| | | | | each customer | +| | | | | telephone | +| | | | | number (CTN) | +| | | | | activation or | +| | | | | upgrade to this | +| | | | | device. | +| | | | | Activation may | +| | | | | occur at | +| | | | | different times | +| | | | | for each CTN. | +| | | | | Only enroll | +| | | | | Protect | +| | | | | Advantage on | +| | | | | one CTN | +| | | | | associated with | +| | | | | the device. Do | +| | | | | not enroll | +| | | | | Protect | +| | | | | Advantage on | +| | | | | multiple CTNs | +| | | | | on a DSDS | +| | | | | device. Before | +| | | | | adding, always | +| | | | | confirm with | +| | | | | the customer | +| | | | | that device | +| | | | | protection | +| | | | | coverage is not | +| | | | | already active | +| | | | | on another CTN. | +| | | | | Always | +| | | | | authenticate | +| | | | | each billing | +| | | | | account number | +| | | | | (BAN) | +| | | | | separately | +| | | | | based on the | +| | | | | rules for the | +| | | | | BAN type. If | +| | | | | the AT&T | +| | | | | Protect | +| | | | | Advantage for 4 | +| | | | | is active on | +| | | | | the account, | +| | | | | tell the | +| | | | | customer that | +| | | | | their DSDS | +| | | | | device is | +| | | | | eligible to be | +| | | | | 1 of 3 | +| | | | | protected | +| | | | | devices | +| | | | | Provisioning | +| | | | | Source: | +| | | | | Content: | +| | | | | Mobile | +| | | | | Insurance | +| | | | | customers do | +| | | | | not qualify.For | +| | | | | full details on | +| | | | | ProTech | +| | | | | Support, Simple | +| | | | | Setup, and | +| | | | | Unlimited Photo | +| | | | | and Video | +| | | | | storage using | +| | | | | the AT&T Photo | +| | | | | Storage applica | +| | | | | tion visit AT&T | +| | | | | Protect | +| | | | | Advantage - | +| | | | | ProTech Support | +| | | | | and AT&T Photo | +| | | | | Storage App - | +| | | | | BCSSBusiness | +| | | | | CustomersAT&T | +| | | | | Protect | +| | | | | Advantage for | +| | | | | Business offers | +| | | | | a dedicated | +| | | | | group of | +| | | | | ProTech Support | +| | | | | experts who are | +| | | | | trained to | +| | | | | assist with | +| | | | | questions on | +| | | | | business | +| | | | | applications | +| | | | | and device | +| | | | | questions. They | +| | | | | are | +| | | | | specifically | +| | | | | trained to | +| | | | | support AT&T | +| | | | | Mobile Business | +| | | | | apps, and many | +| | | | | of the most | +| | | | | used third- | +| | | | | party business | +| | | | | apps such as | +| | | | | Google Docs, | +| | | | | Office 365, | +| | | | | Dropbox, and | +| | | | | Cisco WebEx.  | +| | | | | Business | +| | | | | ProTech Support | +| | | | | can be reached | +| | | | | at | +| | | | | 888.562.8662. | +| | | | | Upon | +| | | | | enrollment, | +| | | | | provide every | +| | | | | customer with a | +| | | | | copy of the | +| | | | | AT&T Protect | +| | | | | Advantage for | +| | | | | Business | +| | | | | Brochure . | +| | | | | Customer | +| | | | | Proprietary | +| | | | | Network | +| | | | | Information | +| | | | | (CPNI) | +| | | | | Notification - | +| | | | | Approved | +| | | | | Permanent | +| | | | | Consent or | +| | | | | Duration of | +| | | | | Call (DOC) is | +| | | | | required prior | +| | | | | to offering any | +| | | | | AT&T Protect | +| | | | | Advantage | +| | | | | product to | +| | | | | qualifying | +| | | | | Business | +| | | | | customers. For | +| | | | | additional | +| | | | | information, | +| | | | | see the CPNI | +| | | | | policy | +| | | | | applicable to | +| | | | | your channel. | +| | | | | See Related | +| | | | | Links. Access | +| | | | | to articles in | +| | | | | Related Links | +| | | | | is restricted | +| | | | | based on your | +| | | | | Customer | +| | | | | Connect | +| | | | | profile. | +| | | | | Claims and | +| | | | | Deductibles | +| | | | | Claims process, | +| | | | | deductibles and | +| | | | | service fees, | +| | | | | escalations  | +| | | | | Once enrolled | +| | | | | in device | +| | | | | protection, | +| | | | | there is no | +| | | | | waiting period | +| | | | | before a | +| | | | | customer can | +| | | | | file a claim | +| | | | | for connected | +| | | | | devices | +| | | | | (phones, | +| | | | | smartwatches, | +| | | | | tablets, | +| | | | | laptops). | +| | | | | There is a | +| | | | | 30-day waiting | +| | | | | period for non- | +| | | | | connected | +| | | | | tablets. A | +| | | | | customer has 60 | +| | | | | days from the | +| | | | | incident date | +| | | | | to file a | +| | | | | claim. To make | +| | | | | a claim visit p | +| | | | | honeclaim.com/a | +| | | | | tt, or call | +| | | | | Asurion | +| | | | | Customer Care | +| | | | | at | +| | | | | 888.562.8662: | +| | | | | Monday - Friday | +| | | | | 8:00 a.m. - | +| | | | | 10:00 p.m. ET.  | +| | | | | Saturday - | +| | | | | Sunday 9:00 | +| | | | | a.m. - 9:00 | +| | | | | p.m. ET.  | +| | | | | A non- | +| | | | | refundable | +| | | | | deductible is | +| | | | | charged for | +| | | | | each approved | +| | | | | claim. Deductib | +| | | | | le/service fee | +| | | | | amounts are | +| | | | | based on the | +| | | | | device tier and | +| | | | | are in the AT&T | +| | | | | Protect | +| | | | | Advantage for | +| | | | | Business | +| | | | | Brochure and | +| | | | | online. To view | +| | | | | the most up to | +| | | | | date full list | +| | | | | of eligible | +| | | | | devices by | +| | | | | deductible, | +| | | | | visit phoneclai | +| | | | | m.com/att. For | +| | | | | more details | +| | | | | visit AT&T | +| | | | | Protect | +| | | | | Advantage - | +| | | | | Claims, | +| | | | | Escalations, | +| | | | | and Deductibles | +| | | | | /Service Fees - | +| | | | | BCSS All | +| | | | | eligible screen | +| | | | | and out-of- | +| | | | | warranty | +| | | | | malfunction | +| | | | | repairs have a | +| | | | | service fee of | +| | | | | $29 each time.  | +| | | | | For more | +| | | | | details | +| | | | | view Device | +| | | | | Protection | +| | | | | Screen Repair | +| | | | | Option - BCSS | +| | | | | (coming soon) | +| | | | | Tools & | +| | | | | Resources | +| | | | | Protect | +| | | | | Advantage | +| | | | | Trainings:AT&T | +| | | | | Device | +| | | | | Protection Plan | +| | | | | Enhancements  | +| | | | | Job | +| | | | | Aids: BYODAT&T | +| | | | | Photo | +| | | | | StorageApp | +| | | | | Complimentary | +| | | | | AccessKnow the | +| | | | | Facts (Why | +| | | | | Protection Job | +| | | | | Aid)Protect | +| | | | | Advantage | +| | | | | Huddle | +| | | | | GuideSimple | +| | | | | SetupAT&T | +| | | | | Protect | +| | | | | Advantage | +| | | | | Retention | +| | | | | Huddle Guide  | +| | | | | Helpful | +| | | | | Links:Device | +| | | | | Protection Calc | +| | | | | ulator Mobile | +| | | | | Sales Tool for | +| | | | | BusinessDevice | +| | | | | Protection | +| | | | | Terms & | +| | | | | Conditions | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 41 | [] | Are taxes | I don't | Content: & | +| | | applied to | know. | Cell Booster | +| | | Cell | | Pro do not | +| | | Booster/Pro | | qualify for | +| | | devices? | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Customers that | +| | | | | activate a Cell | +| | | | | Booster Pro | +| | | | | will have | +| | | | | access to view | +| | | | | performance | +| | | | | reports. This | +| | | | | feature allows | +| | | | | customers to | +| | | | | see a 13-month | +| | | | | report that | +| | | | | displays | +| | | | | wireless usage | +| | | | | for that Cell | +| | | | | Booster Pro | +| | | | | Performance | +| | | | | Reports will | +| | | | | only be | +| | | | | displayed for | +| | | | | Cell Booster | +| | | | | Pro and not | +| | | | | available for | +| | | | | Cell Booster. | +| | | | | To access the | +| | | | | performance | +| | | | | reports, from | +| | | | | the Home page, | +| | | | | click Settings | +| | | | | > Performance | +| | | | | Reports. ¶ | +| | | | | Back to Top ¶ | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) The | +| | | | | AT&T Cell | +| | | | | Booster | +| | | | | app/portal is | +| | | | | the primary | +| | | | | portal for | +| | | | | customers to | +| | | | | use to activate | +| | | | | and manage | +| | | | | their Cell | +| | | | | Booster device. | +| | | | | For troubleshoo | +| | | | | ting, agents | +| | | | | can impersonate | +| | | | | or mimic the | +| | | | | customer in the | +| | | | | app/portal and | +| | | | | have access to | +| | | | | the same view | +| | | | | and functions | +| | | | | as the | +| | | | | customer.¶ To | +| | | | | access the | +| | | | | customer | +| | | | | app/portal, the | +| | | | | agent will | +| | | | | query the | +| | | | | customer using | +| | | | | the customer's | +| | | | | existing Login | +| | | | | ID used to | +| | | | | access the Cell | +| | | | | Booster | +| | | | | app/portal. | +| | | | | Follow the | +| | | | | steps below to | +| | | | | impersonate | +| | | | | using the | +| | | | | Impersonation | +| | | | | Tool:¶ ¶ | +| | | | | Access the | +| | | | | tool: https://c | +| | | | | ellbooster.aws. | +| | | | | cloud.att.com/s | +| | | | | upportContent/i | +| | | | | ndex.html | +| | | | | Login using | +| | | | | AT&T Global | +| | | | | Login Select | +| | | | | the Customer | +| | | | | Type from the | +| | | | | drop-down: | +| | | | | Customer, | +| | | | | Business or | +| | | | | FirstNet | +| | | | | Customer Type - | +| | | | | Screenshot. | +| | | | | Input the Login | +| | | | | ID and click | +| | | | | Impersonate to | +| | | | | see all Cell | +| | | | | Boosters | +| | | | | associated with | +| | | | | the customer | +| | | | | profile Login | +| | | | | ID - | +| | | | | Screenshot.¶ | +| | | | | If the user has | +| | | | | a registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear | +| | | | | Registered User | +| | | | | - Screenshot.If | +| | | | | the user does | +| | | | | not have a | +| | | | | registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear Non- | +| | | | | Registered User | +| | | | | - Screenshot.¶ | +| | | | | Note: The | +| | | | | customer must | +| | | | | accept the | +| | | | | Terms and | +| | | | | Conditions when | +| | | | | registering | +| | | | | their first | +| | | | | device. The | +| | | | | agent cannot | +| | | | | perform this on | +| | | | | behalf of the | +| | | | | user. The Terms | +| | | | | and Conditions | +| | | | | need to be | +| | | | | accepted before | +| | | | | an agent can | +| | | | | perform any | +| | | | | impersonation. | +| | | | | ¶ ¶ Login | +| | | | | ID:¶ ¶ Agents | +| | | | | should see the | +| | | | | Login ID | +| | | | | associated to | +| | | | | the user in | +| | | | | TSRM. The Login | +| | | | | ID will be | +| | | | | returned to | +| | | | | TSRM UI (via | +| | | | | ISSAC WF) when | +| | | | | the agent | +| | | | | queries the | +| | | | | Cell Booster | +| | | | | Portal data by | +| | | | | mobile number | +| | | | | or serial | +| | | | | number. The | +| | | | | Login ID will | +| | | | | also be | +| | | | | displayed in | +| | | | | Torch under | +| | | | | Device | +| | | | | Information | +| | | | | under the | +| | | | | Customer Login | +| | | | | ID field. TORCH | +| | | | | Login ID - | +| | | | | Screenshot The | +| | | | | agent can ask | +| | | | | the customer or | +| | | | | search via any | +| | | | | HALO tools | +| | | | | What if the | +| | | | | user's Login ID | +| | | | | has changed?¶ | +| | | | | The user or | +| | | | | Admin will have | +| | | | | to go into the | +| | | | | Cell Booster | +| | | | | Portal and add | +| | | | | another admin | +| | | | | user with the | +| | | | | new Login ID | +| | | | | and delete the | +| | | | | existing | +| | | | | user/admin¶ | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support ¶ | +| | | | | Roles¶ ¶ | +| | | | | BMC/BME General | +| | | | | Care can assist | +| | | | | customers with | +| | | | | general AT&T | +| | | | | Cell Booster | +| | | | | inquiries and | +| | | | | billing | +| | | | | support¶ ¶ | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing an | +| | | | | issue with | +| | | | | their AT&T Cell | +| | | | | Booster to BMTS | +| | | | | using the | +| | | | | Directory Tool¶ | +| | | | | BMTS provides | +| | | | | troubleshooting | +| | | | | assistance for | +| | | | | all AT&T Cell | +| | | | | Booster issues | +| | | | | using the AT&T | +| | | | | Cell Booster | +| | | | | Technical Guide | +| | | | | script (TS&R - | +| | | | | Troubleshoot & | +| | | | | Resolve Tool - | +| | | | | ETA TBD)¶ For | +| | | | | more | +| | | | | information on | +| | | | | troubleshooting | +| | | | | connectivity | +| | | | | issues, refer | +| | | | | to AT&T Cell | +| | | | | Booster: | +| | | | | Broadband | +| | | | | Internet | +| | | | | Connectivity Tr | +| | | | | oubleshooting¶ | +| | | | | ¶ Source: | +| | | | | Content: Jump | +| | | | | To: Activation | +| | | | | and | +| | | | | Registration | +| | | | | Location | +| | | | | Updates and | +| | | | | Disconnect | +| | | | | Adding Admin | +| | | | | Access Update | +| | | | | Notification | +| | | | | Settings | +| | | | | Performance | +| | | | | Report (Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support FAQ | +| | | | | What's New | +| | | | | AT&T Cell | +| | | | | Booster ProSM – | +| | | | | FirstNet Closed | +| | | | | Mode User | +| | | | | Experience** | +| | | | | Notice: AT&T | +| | | | | and FirstNet | +| | | | | have discovered | +| | | | | a user | +| | | | | experience | +| | | | | issue with Cell | +| | | | | Booster Pros in | +| | | | | Closed Mode*. A | +| | | | | workaround is | +| | | | | available, and | +| | | | | a fix is | +| | | | | expected in | +| | | | | 2023. Issue: | +| | | | | Users not on | +| | | | | the Authorized | +| | | | | User list may | +| | | | | experience | +| | | | | service issues | +| | | | | when in range | +| | | | | of a Closed | +| | | | | Cell Booster | +| | | | | Pro. Users | +| | | | | could encounter | +| | | | | periods of no | +| | | | | service, no | +| | | | | bars, or full | +| | | | | bars without | +| | | | | access to | +| | | | | voice, text, or | +| | | | | data services. | +| | | | | Once the user | +| | | | | leaves the Cell | +| | | | | Booster Pro | +| | | | | coverage area, | +| | | | | the phone can | +| | | | | take over 10 | +| | | | | minutes before | +| | | | | service is | +| | | | | restored. To | +| | | | | restore service | +| | | | | faster, users | +| | | | | can toggle | +| | | | | Airplane mode | +| | | | | to reconnect to | +| | | | | the neighboring | +| | | | | macro tower | +| | | | | immediately. | +| | | | | Workaround: To | +| | | | | prevent this, | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | administrators | +| | | | | can switch to | +| | | | | Open Mode in | +| | | | | the Cell | +| | | | | Booster Pro | +| | | | | mobile app or | +| | | | | online | +| | | | | management | +| | | | | portal. | +| | | | | Instructions | +| | | | | can be found on | +| | | | | Page 5 of the | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | User & | +| | | | | Technical Guide | +| | | | | (firstnet.com). | +| | | | | Cell Booster | +| | | | | Pros have | +| | | | | industry | +| | | | | leading | +| | | | | security, and | +| | | | | all | +| | | | | communications | +| | | | | are encrypted | +| | | | | through a | +| | | | | secure tunnel | +| | | | | back to AT&T’s | +| | | | | Core. AT&T and | +| | | | | FirstNet will | +| | | | | also | +| | | | | temporarily | +| | | | | allow up to 5 | +| | | | | users to | +| | | | | connect to a | +| | | | | Closed Cell | +| | | | | Booster Pro in | +| | | | | the coming | +| | | | | weeks, even if | +| | | | | they aren’t on | +| | | | | the Whitelist, | +| | | | | to mitigate | +| | | | | this issue. | +| | | | | Resolution: A | +| | | | | fix for Closed | +| | | | | Mode will be | +| | | | | released in | +| | | | | 2023. After | +| | | | | this fix is | +| | | | | released, the | +| | | | | number of non- | +| | | | | whitelisted | +| | | | | connections | +| | | | | will drop back | +| | | | | down to 0. You | +| | | | | will receive a | +| | | | | follow-up | +| | | | | communication | +| | | | | once this fix | +| | | | | is released. | +| | | | | Questions: | +| | | | | Visit www.first | +| | | | | net.com/cellboo | +| | | | | sterpro or | +| | | | | contact | +| | | | | FirstNet | +| | | | | Customer Care | +| | | | | at | +| | | | | 800.574.7000. | +| | | | | *Closed Mode is | +| | | | | also known as | +| | | | | Whitelisting or | +| | | | | Closed | +| | | | | Subscriber | +| | | | | Group. | +| | | | | **Information | +| | | | | added November | +| | | | | 9, 2022. | +| | | | | Activation and | +| | | | | Registration | +| | | | | Heads Up: U.S. | +| | | | | Counties | +| | | | | (please click | +| | | | | on the | +| | | | | hyperlink to | +| | | | | view all listed | +| | | | | counties) where | +| | | | | only one radio | +| | | | | can be enabled. | +| | | | | To Activate and | +| | | | | Register the | +| | | | | AT&T Cell | +| | | | | Booster, follow | +| | | | | these steps:¶ | +| | | | | ¶ Download the | +| | | | | AT&T Cell | +| | | | | Booster app. | +| | | | | It's available | +| | | | | in the App | +| | | | | Store, iTunes | +| | | | | or the customer | +| | | | | can scan the QR | +| | | | | Code on the | +| | | | | Box/Device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription.¶ | +| | | | | ¶ Note: If the | +| | | | | QR code does | +| | | | | not work for | +| | | | | the customer, | +| | | | | then instruct | +| | | | | the customer to | +| | | | | either download | +| | | | | the AT&T Cell | +| | | | | Booster app | +| | | | | directly from | +| | | | | the App Store | +| | | | | or go to att.co | +| | | | | m/cellbooster . | +| | | | | ¶ When the app | +| | | | | is downloaded | +| | | | | and opened, the | +| | | | | first screen | +| | | | | will say | +| | | | | Welcome to AT&T | +| | | | | Cell Booster. | +| | | | | Users are asked | +| | | | | to select their | +| | | | | account type:¶ | +| | | | | Personal or | +| | | | | Small Business | +| | | | | - att.com/myatt | +| | | | | appEnterprise | +| | | | | or FirstNet | +| | | | | Subscriber Paid | +| | | | | (FirstNet | +| | | | | customer who | +| | | | | pays their own | +| | | | | bill) - | +| | | | | att.com/premier | +| | | | | FirstNet Agency | +| | | | | Paid - https:// | +| | | | | wireless.firstn | +| | | | | et.att.com ¶ | +| | | | | After the | +| | | | | account type is | +| | | | | selected, the | +| | | | | customer will | +| | | | | need to enter | +| | | | | their account | +| | | | | credentials to | +| | | | | login and | +| | | | | authenticate to | +| | | | | the portal. ¶ | +| | | | | Personal and | +| | | | | Small Business | +| | | | | uses existing | +| | | | | MyATT.com | +| | | | | username and | +| | | | | pw¶ Do not | +| | | | | create new | +| | | | | login using the | +| | | | | phone number as | +| | | | | the login (to | +| | | | | mirror | +| | | | | MicroCell). | +| | | | | Users need to | +| | | | | authenticate | +| | | | | with their | +| | | | | myAT&T login. | +| | | | | ¶ Enterprise | +| | | | | uses Premier | +| | | | | username and Pa | +| | | | | sswordFirstNet | +| | | | | uses FirstNet | +| | | | | Central | +| | | | | username and | +| | | | | Password¶ When | +| | | | | the Cell | +| | | | | Booster App is | +| | | | | downloaded, an | +| | | | | end user | +| | | | | agreement | +| | | | | (EULA) must be | +| | | | | accepted, then | +| | | | | when they | +| | | | | login, the | +| | | | | Terms of | +| | | | | Service needs | +| | | | | to be accepted. | +| | | | | Once Terms of | +| | | | | Service are | +| | | | | accepted, users | +| | | | | will not be | +| | | | | required to | +| | | | | read through | +| | | | | them again. | +| | | | | After the Terms | +| | | | | of Service are | +| | | | | accepted, the | +| | | | | customer will | +| | | | | click on Setup | +| | | | | a Cell Booster | +| | | | | blue button | +| | | | | The customer | +| | | | | will then need | +| | | | | to fill out the | +| | | | | following | +| | | | | fields then | +| | | | | click Next once | +| | | | | all fields are | +| | | | | filled out:¶ | +| | | | | First NameLast | +| | | | | NameSerial | +| | | | | number of the | +| | | | | Cell Booster | +| | | | | (customer can | +| | | | | scan the QR | +| | | | | code via mobile | +| | | | | or entered | +| | | | | manually if | +| | | | | using the web | +| | | | | app; serial | +| | | | | number can be | +| | | | | found on device | +| | | | | label)AT&T | +| | | | | mobile phone | +| | | | | number for Cell | +| | | | | Booster portal | +| | | | | notificationsPr | +| | | | | eferred email | +| | | | | for Cell | +| | | | | Booster portal | +| | | | | notificationsCe | +| | | | | ll Booster | +| | | | | NicknameNote: | +| | | | | If it's a Cell | +| | | | | Booster Pro, | +| | | | | users will see | +| | | | | additional drop | +| | | | | down Cell | +| | | | | Booster Type to | +| | | | | select | +| | | | | appropriate | +| | | | | Cell Booster | +| | | | | configuration: | +| | | | | • AT&T for | +| | | | | Enterprise or | +| | | | | Small Business | +| | | | | customers. • | +| | | | | FirstNet for a | +| | | | | FirstNet agency | +| | | | | or Subscriber | +| | | | | Paid customer.¶ | +| | | | | The Enter Cell | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 42 | [] | Can Cell | I don't | Content: & | +| | | Booster/Pro | know. | Cell Booster | +| | | be purchased | | Pro do not | +| | | on an | | qualify for | +| | | installment | | compensation or | +| | | plan? | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: to | +| | | | | the new | +| | | | | location.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | the customer | +| | | | | contacts their | +| | | | | AT&T account | +| | | | | manager to add | +| | | | | the device to | +| | | | | the existing | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (pseudo CTN) at | +| | | | | that address | +| | | | | location, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Has | +| | | | | billing | +| | | | | issues/concerns | +| | | | | Assist the | +| | | | | customer with | +| | | | | billing issues. | +| | | | | For more | +| | | | | information on | +| | | | | device price, | +| | | | | features, and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS. | +| | | | | Wants to | +| | | | | complete a | +| | | | | Warranty | +| | | | | Exchange ¶ | +| | | | | Bridge the | +| | | | | customer to | +| | | | | BMTS using the | +| | | | | Directory Tool. | +| | | | | After the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | process: if | +| | | | | there's a | +| | | | | Professional | +| | | | | Installation | +| | | | | needed - please | +| | | | | follow below | +| | | | | steps. Note: | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro. ¶ | +| | | | | ¶ The | +| | | | | installation | +| | | | | option will | +| | | | | automatically | +| | | | | pop up in the | +| | | | | buy OPUS flow. | +| | | | | Users also have | +| | | | | the option to | +| | | | | place an | +| | | | | install only | +| | | | | order, | +| | | | | Professional | +| | | | | Installation is | +| | | | | offered with a | +| | | | | onetime charge | +| | | | | fee. When the | +| | | | | installation | +| | | | | option is | +| | | | | selected, the | +| | | | | user will be | +| | | | | presented | +| | | | | installation | +| | | | | scheduling | +| | | | | screens to | +| | | | | include:¶ | +| | | | | Customer | +| | | | | requested due | +| | | | | date (minimum | +| | | | | 10 business | +| | | | | days from order | +| | | | | date)Customer | +| | | | | contact name, | +| | | | | number, and | +| | | | | email address | +| | | | | Customer | +| | | | | location for | +| | | | | installation¶ | +| | | | | ¶ Advises you | +| | | | | they had the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | installed by | +| | | | | AT&T, but it is | +| | | | | not working and | +| | | | | requests for a | +| | | | | technician to | +| | | | | return to | +| | | | | location Wants | +| | | | | to set-up a | +| | | | | Premier account | +| | | | | ¶ Refer to the | +| | | | | Premier Login | +| | | | | Assistance - | +| | | | | BCSS. Reminder: | +| | | | | Small Business | +| | | | | customers use | +| | | | | MyATT.COM.¶ ¶ | +| | | | | Select | +| | | | | Determining if | +| | | | | a Premier Site | +| | | | | Exist to | +| | | | | determine if | +| | | | | the customer | +| | | | | has an existing | +| | | | | Premier Site.¶ | +| | | | | ¶ If yes, | +| | | | | assist the | +| | | | | customer with | +| | | | | resetting | +| | | | | existing logins | +| | | | | and/or | +| | | | | passwords for | +| | | | | Premier Online | +| | | | | Care.If no, | +| | | | | assist the | +| | | | | customer with a | +| | | | | New Premier | +| | | | | Site Build | +| | | | | Request.¶ Has | +| | | | | self-installed | +| | | | | device status | +| | | | | questions ¶ | +| | | | | Log into TORCH, | +| | | | | via Link | +| | | | | Center.Enter | +| | | | | the Serial | +| | | | | Number/EID or | +| | | | | query by the | +| | | | | customer's | +| | | | | mobile number | +| | | | | input during | +| | | | | Cell Booster re | +| | | | | gistration.Sele | +| | | | | ct Device | +| | | | | Status.¶ If | +| | | | | Customer Owned | +| | | | | is Set to Then | +| | | | | Yes Transfer | +| | | | | the customer to | +| | | | | BMTS using the | +| | | | | Directory Tool. | +| | | | | Has an AT&T | +| | | | | Owned Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro and | +| | | | | needs technical | +| | | | | assistance No | +| | | | | Transfer the | +| | | | | customer to BM | +| | | | | IoT using the | +| | | | | Directory Tool | +| | | | | and enter PIN | +| | | | | 08674. Is on a | +| | | | | FirstNet | +| | | | | certified | +| | | | | device using a | +| | | | | FN SIM and they | +| | | | | are attempting | +| | | | | to connect to | +| | | | | Cell Booster | +| | | | | Pro ¶ Heads | +| | | | | up: Cell | +| | | | | Booster Pro | +| | | | | supports Band | +| | | | | 14 therefore | +| | | | | customers with | +| | | | | FirstNet SIMs | +| | | | | or AT&T Orange | +| | | | | SIMs are | +| | | | | supported. | +| | | | | Verify the | +| | | | | customer is | +| | | | | using one of | +| | | | | the following | +| | | | | certified | +| | | | | devices:¶ ¶ | +| | | | | Corning | +| | | | | SpiderCloudfALU | +| | | | | MS-MCI 9962 | +| | | | | (AT&T MetroCell | +| | | | | )Ericsson mRBS | +| | | | | 6501Nokia | +| | | | | Flexizone SBO | +| | | | | (Single Band | +| | | | | Operation)Nokia | +| | | | | Flexizone MBO | +| | | | | (Multi Band | +| | | | | Operation)¶ | +| | | | | Back to Top¶ | +| | | | | Order | +| | | | | Professional | +| | | | | Install Only ¶ | +| | | | | ¶ ¶ | +| | | | | Standard hours | +| | | | | for an | +| | | | | installation is | +| | | | | Monday - | +| | | | | Friday, between | +| | | | | 8 a.m. - 5 | +| | | | | p.m., in the | +| | | | | customer's time | +| | | | | zone. Unless | +| | | | | otherwise | +| | | | | agreed to in | +| | | | | advance by both | +| | | | | parties, all | +| | | | | work will be | +| | | | | performed | +| | | | | during normal | +| | | | | business (9am – | +| | | | | 5 pm Monday | +| | | | | through Friday, | +| | | | | excluding | +| | | | | holidays). | +| | | | | OPUS does not | +| | | | | block off calen | +| | | | | dar/company | +| | | | | holidays:¶ Do | +| | | | | not schedule an | +| | | | | install | +| | | | | appointment for | +| | | | | a date that | +| | | | | falls on a cale | +| | | | | ndar/company | +| | | | | holiday.¶ | +| | | | | Enter special | +| | | | | instructions in | +| | | | | the Message for | +| | | | | Technician | +| | | | | field (using 75 | +| | | | | characters or | +| | | | | less):¶ Enter | +| | | | | information | +| | | | | about the | +| | | | | person who will | +| | | | | be on-site for | +| | | | | the | +| | | | | installation | +| | | | | into the | +| | | | | Contact | +| | | | | Information | +| | | | | section.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | phone number in | +| | | | | the Seller | +| | | | | Information | +| | | | | table. Once | +| | | | | the order is | +| | | | | submitted, the | +| | | | | information | +| | | | | entered on the | +| | | | | Installation | +| | | | | Information | +| | | | | page cannot be | +| | | | | updated:¶ If | +| | | | | an error was | +| | | | | made, cancel, | +| | | | | and reorder the | +| | | | | installation | +| | | | | appointment.¶ | +| | | | | BMTS should | +| | | | | follow PIWIL | +| | | | | (play it where | +| | | | | it lands) and | +| | | | | should be | +| | | | | familiar with | +| | | | | Ordering | +| | | | | Professional | +| | | | | Installation | +| | | | | process. For | +| | | | | any issues | +| | | | | BMTS, may | +| | | | | engage BMC or | +| | | | | Enhanced Care | +| | | | | to order an | +| | | | | installation | +| | | | | only for a | +| | | | | warranty | +| | | | | exchange | +| | | | | replacement | +| | | | | device. Note: | +| | | | | If customers | +| | | | | order in | +| | | | | Premier or | +| | | | | myATT.com, they | +| | | | | can request an | +| | | | | Install only | +| | | | | order when | +| | | | | calling into | +| | | | | Business Care | +| | | | | or Business | +| | | | | Sales or via | +| | | | | their account | +| | | | | rep. The | +| | | | | customer should | +| | | | | confirm that a | +| | | | | device has been | +| | | | | ordered and | +| | | | | BMTS / BMC / | +| | | | | Enhanced Care | +| | | | | should ask the | +| | | | | customer to | +| | | | | provide their | +| | | | | order number. | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for CRU’s | +| | | | | purchasing. The | +| | | | | installation | +| | | | | option will | +| | | | | automatically | +| | | | | pop up in the | +| | | | | OPUS buy flow | +| | | | | and users have | +| | | | | the option to | +| | | | | also place an | +| | | | | install only | +| | | | | order. The | +| | | | | Professional | +| | | | | Installation I | +| | | | | offered at a | +| | | | | onetime charge | +| | | | | fee Source: | +| | | | | Content: . | +| | | | | ​Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | Of their | +| | | | | installation | +| | | | | date and | +| | | | | timeExpect an | +| | | | | email from | +| | | | | Field Services | +| | | | | Installation | +| | | | | team providing | +| | | | | Cell Booster | +| | | | | pro | +| | | | | documentation | +| | | | | including | +| | | | | Installation | +| | | | | requirements, | +| | | | | Network | +| | | | | (Broadband | +| | | | | Internet) | +| | | | | requirements, | +| | | | | Scope of Work | +| | | | | including Roles | +| | | | | & Responsibilit | +| | | | | ies | +| | | | | Installation | +| | | | | manager | +| | | | | contacts | +| | | | | customer 48 | +| | | | | hours prior to | +| | | | | installation to | +| | | | | confirm | +| | | | | scheduled | +| | | | | appointment To | +| | | | | expect a | +| | | | | courtesy call | +| | | | | from the AT&T | +| | | | | Field Service | +| | | | | technician 24 | +| | | | | hours prior to | +| | | | | their | +| | | | | appointment¶ | +| | | | | Provide the | +| | | | | customer their | +| | | | | OPUS order | +| | | | | number. Advise | +| | | | | the customer of | +| | | | | these | +| | | | | requirements | +| | | | | for | +| | | | | installation:¶ | +| | | | | Make sure the | +| | | | | area is | +| | | | | clear.The | +| | | | | device needs to | +| | | | | be present at | +| | | | | installation | +| | | | | location.The | +| | | | | device needs to | +| | | | | be registered | +| | | | | and activated | +| | | | | by the customer | +| | | | | prior to or at | +| | | | | time of | +| | | | | installation | +| | | | | The customer | +| | | | | transport | +| | | | | requirements | +| | | | | have been met | +| | | | | (see Technical | +| | | | | Guide for | +| | | | | requirements) | +| | | | | If the device | +| | | | | is determined | +| | | | | to be defective | +| | | | | during installa | +| | | | | tion/activation | +| | | | | , the | +| | | | | technician does | +| | | | | not have | +| | | | | additional | +| | | | | devices on | +| | | | | hand:¶ The | +| | | | | customer needs | +| | | | | to process a | +| | | | | Warranty | +| | | | | Exchange to | +| | | | | receive a | +| | | | | replacement | +| | | | | device.Review | +| | | | | Accessory BRE | +| | | | | processes, if | +| | | | | the install is | +| | | | | within 30 days | +| | | | | of the | +| | | | | purchase. ¶ | +| | | | | The technician | +| | | | | is available on | +| | | | | site until the | +| | | | | device is | +| | | | | active on the | +| | | | | network.¶ Back | +| | | | | to Top¶ | +| | | | | Buyer's Remorse | +| | | | | Exchange (BRE) | +| | | | | ¶ ¶ ¶ | +| | | | | Business and | +| | | | | FirstNet | +| | | | | Customers have | +| | | | | a 30 day window | +| | | | | to return the | +| | | | | device for a | +| | | | | full refund. | +| | | | | After 30 days, | +| | | | | the Business | +| | | | | and FirstNet | +| | | | | Customers | +| | | | | cannot return | +| | | | | the device for | +| | | | | a refund. After | +| | | | | the BRExchange | +| | | | | period for | +| | | | | Business | +| | | | | FirstNet | +| | | | | customers (30 | +| | | | | days) the | +| | | | | customer may | +| | | | | request a | +| | | | | Warranty | +| | | | | Exchange as a | +| | | | | replacement if | +| | | | | defective or | +| | | | | damaged. BRE | +| | | | | (exchange) | +| | | | | process for | +| | | | | Cell Booster | +| | | | | Products: There | +| | | | | is no custom | +| | | | | BRE flow for | +| | | | | Cell Booster | +| | | | | products. Reps | +| | | | | will need to | +| | | | | process return | +| | | | | and order a new | +| | | | | device to | +| | | | | fulfill an | +| | | | | exchange as per | +| | | | | the below: ¶ | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster: Cell | +| | | | | Booster can be | +| | | | | exchanged in | +| | | | | Retail Store | +| | | | | since AT&T | +| | | | | Retail Stores | +| | | | | carry inventory | +| | | | | in the Store. | +| | | | | In OPUS Retail, | +| | | | | there is a 2 | +| | | | | step process | +| | | | | for BRE. Rep | +| | | | | has to process | +| | | | | the device | +| | | | | return first | +| | | | | and then | +| | | | | purchase new | +| | | | | device. In | +| | | | | Retail, Manager | +| | | | | can do an | +| | | | | override to | +| | | | | reset the value | +| | | | | so customer is | +| | | | | not charged for | +| | | | | new device. | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | purchased | +| | | | | Online/DF | +| | | | | channels. Cell | +| | | | | Booster Pro an | +| | | | | all Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | cannot be | +| | | | | exchanged in | +| | | | | AT&T Retail | +| | | | | Stores since | +| | | | | Stores will not | +| | | | | carry this | +| | | | | inventory (only | +| | | | | Cell Booster is | +| | | | | stocked in | +| | | | | Retail Stores). | +| | | | | To process BRE, | +| | | | | Rep will need | +| | | | | to advise | +| | | | | customer to | +| | | | | return the | +| | | | | existing device | +| | | | | /accessory via | +| | | | | online return | +| | | | | process and | +| | | | | then rep can | +| | | | | order a new dev | +| | | | | ice/accessory | +| | | | | once return has | +| | | | | been processed. | +| | | | | Customer will | +| | | | | receive refund | +| | | | | for the initial | +| | | | | device once | +| | | | | return is | +| | | | | received and | +| | | | | processed by | +| | | | | AT&T.¶ If | +| | | | | Installation | +| | | | | was Ordered | +| | | | | Then But not | +| | | | | installed on | +| | | | | the original | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Submi | +| | | | | t an Unable to | +| | | | | Complete | +| | | | | Transaction. ¶ | +| | | | | Perform the | +| | | | | BRExchange and | +| | | | | order an | +| | | | | installation | +| | | | | during the | +| | | | | flow. ¶ Follow | +| | | | | rescheduling | +| | | | | installation | +| | | | | process. ¶ And | +| | | | | install | +| | | | | completed on | +| | | | | the original | +| | | | | device, and the | +| | | | | customer | +| | | | | declines to | +| | | | | self-install | +| | | | | the new device | +| | | | | Order an | +| | | | | installation | +| | | | | for the new | +| | | | | device during | +| | | | | the BRExchange | +| | | | | flow. Heads | +| | | | | up: the | +| | | | | customer should | +| | | | | be billed for | +| | | | | this if pro- | +| | | | | install was not | +| | | | | included | +| | | | | initially. But | +| | | | | not installed, | +| | | | | and the | +| | | | | customer | +| | | | | activated the | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Credi | +| | | | | t the customer | +| | | | | for the | +| | | | | installation | +| | | | | charge.¶ See | +| | | | | Clarify Credits | +| | | | | and Adjustments | +| | | | | Policy and | +| | | | | Submission | +| | | | | Process - | +| | | | | BCSS.¶ Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | But not | +| | | | | installed, and | +| | | | | the device was | +| | | | | not activated | +| | | | | by the customer | +| | | | | ¶ Re-schedule | +| | | | | the existing | +| | | | | installation | +| | | | | appointment to | +| | | | | coincide with | +| | | | | the delivery of | +| | | | | the new | +| | | | | device.Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | They will be | +| | | | | charged for the | +| | | | | exchanged | +| | | | | device.To | +| | | | | return the | +| | | | | device in the | +| | | | | original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Inform the | +| | | | | customer they | +| | | | | will be | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Back to Top¶ | +| | | | | Returns ¶ ¶ ¶ | +| | | | | If a customer | +| | | | | is not | +| | | | | satisfied with | +| | | | | the Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro, | +| | | | | they may return | +| | | | | the device.¶ ¶ | +| | | | | Advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device in the | +| | | | | customer Web | +| | | | | portal | +| | | | | accessible:¶ ¶ | +| | | | | att.com/cellboo | +| | | | | ster To return | +| | | | | the device in | +| | | | | the original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 43 | [] | How can I | You can | Content: | +| | | help a | suggest that | listed above | +| | | customer | the customer | for details), | +| | | with poor | try using a | always offer | +| | | coverage in | signal | and attempt to | +| | | their home? | booster or | contact the | +| | | | Wi-Fi | customer on | +| | | | calling to | another number | +| | | | improve | to fully | +| | | | their | troubleshoot. | +| | | | coverage at | Scenario Two: | +| | | | home. Additi | The customer | +| | | | onally, you | calls in to | +| | | | can offer to | report device | +| | | | check for | issue, but does | +| | | | any network | not have the | +| | | | outages or | device with | +| | | | issues in | them.¶ ¶ Do | +| | | | the area | not | +| | | | that may be | automatically | +| | | | affecting | tell the | +| | | | their | customer to | +| | | | service. | have the person | +| | | | (Source: | with the device | +| | | | internal | call in. Take | +| | | | knowledge | ownership of | +| | | | base) | their issue and | +| | | | | offer to call | +| | | | | the person who | +| | | | | has the device. | +| | | | | Wireless Number | +| | | | | Change ¶ | +| | | | | Follow the | +| | | | | exception | +| | | | | policy for | +| | | | | Wireless Number | +| | | | | Change CRU.¶ ¶ | +| | | | | Sometimes | +| | | | | applying My | +| | | | | Promise means | +| | | | | you need to | +| | | | | evaluate the | +| | | | | circumstance, | +| | | | | and exercise | +| | | | | good judgment; | +| | | | | be willing to | +| | | | | make an | +| | | | | exception for a | +| | | | | reason not | +| | | | | stated in the | +| | | | | policy. | +| | | | | Examples: ¶ ¶ | +| | | | | Child, or a | +| | | | | person with a | +| | | | | disability | +| | | | | using the | +| | | | | device, needs | +| | | | | an easier | +| | | | | number to remem | +| | | | | ber.Concern | +| | | | | with the | +| | | | | religious | +| | | | | significance of | +| | | | | a series of | +| | | | | numbers (for | +| | | | | example, a | +| | | | | number with | +| | | | | 6666).¶ ¶ | +| | | | | True customer d | +| | | | | issatisfaction, | +| | | | | along with | +| | | | | tenure and | +| | | | | revenue, might | +| | | | | merit an | +| | | | | exception.¶ | +| | | | | Source: | +| | | | | Content: &T's | +| | | | | customers is | +| | | | | important; do | +| | | | | not review | +| | | | | another | +| | | | | customer's | +| | | | | account with | +| | | | | the caller.¶ | +| | | | | Explain that no | +| | | | | current special | +| | | | | incentives are | +| | | | | available for | +| | | | | this | +| | | | | account.Offer | +| | | | | to review other | +| | | | | equipment | +| | | | | choices at | +| | | | | different | +| | | | | prices.¶ My | +| | | | | phone is damage | +| | | | | d/lost/stolen | +| | | | | and I do not | +| | | | | have Device | +| | | | | Protection, so | +| | | | | how can I | +| | | | | qualify for a | +| | | | | discounted | +| | | | | phone?¶ Offer | +| | | | | to order a new | +| | | | | phone at full | +| | | | | retail price | +| | | | | (no | +| | | | | contract/no-com | +| | | | | mitment).Review | +| | | | | available | +| | | | | equipment and | +| | | | | pricing.¶ ¶ | +| | | | | Why can a new | +| | | | | customer get | +| | | | | the phone at a | +| | | | | discounted | +| | | | | price of [XYZ] | +| | | | | dollars; I have | +| | | | | been with you | +| | | | | for five years | +| | | | | and I have to | +| | | | | pay this higher | +| | | | | amount? That | +| | | | | does not make | +| | | | | sense.I see in | +| | | | | the paper that | +| | | | | the phone is | +| | | | | offered at a | +| | | | | much lower | +| | | | | price. Why can | +| | | | | I not get that | +| | | | | price?¶ ¶ | +| | | | | Explain that | +| | | | | most wireless | +| | | | | companies offer | +| | | | | new customers | +| | | | | incentives to | +| | | | | sign a contract | +| | | | | for new | +| | | | | service.Review | +| | | | | the current | +| | | | | benefits and | +| | | | | promotions on | +| | | | | the customer's | +| | | | | account that | +| | | | | are resulting | +| | | | | in cost | +| | | | | savings.Review | +| | | | | past invoices | +| | | | | to point out | +| | | | | the amount of | +| | | | | savings the | +| | | | | customer is | +| | | | | receiving.¶ | +| | | | | Use the | +| | | | | following | +| | | | | template when | +| | | | | notating the | +| | | | | account:¶ ¶ | +| | | | | Secured Offer - | +| | | | | Educated | +| | | | | customer that | +| | | | | they were | +| | | | | upgraded early | +| | | | | and received | +| | | | | discounted | +| | | | | pricing of | +| | | | | $[xx.xx] as an | +| | | | | exception. | +| | | | | Educated | +| | | | | customer that | +| | | | | upgrade fee | +| | | | | applies. | +| | | | | Confirmed | +| | | | | customer | +| | | | | acceptance of | +| | | | | the upgrade fee | +| | | | | and overall | +| | | | | savings.¶ ¶ ¶ | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: | +| | | | | concerns on the | +| | | | | original issue | +| | | | | have been | +| | | | | addressed. | +| | | | | Communicate in | +| | | | | a concise and | +| | | | | clear manner | +| | | | | and ensure all | +| | | | | questions are | +| | | | | answered | +| | | | | throughout the | +| | | | | interaction. | +| | | | | Test the | +| | | | | resolution when | +| | | | | applicable. | +| | | | | Thoroughly | +| | | | | Educate | +| | | | | Proactively and | +| | | | | accurately set | +| | | | | expectations | +| | | | | for: ◦Next | +| | | | | billing | +| | | | | statement, when | +| | | | | applicable | +| | | | | Current billing | +| | | | | statement, when | +| | | | | applicable All | +| | | | | products and | +| | | | | services | +| | | | | Ensure the | +| | | | | customer knows | +| | | | | what will | +| | | | | happen next and | +| | | | | anticipate | +| | | | | future needs to | +| | | | | minimize repeat | +| | | | | contacts. | +| | | | | Promote, | +| | | | | educate, and | +| | | | | demonstrate the | +| | | | | benefits of | +| | | | | self-service. | +| | | | | Recommended | +| | | | | Customer | +| | | | | Interactions | +| | | | | Payment | +| | | | | arrangements | +| | | | | Suspend or | +| | | | | restore - The | +| | | | | phone is lost | +| | | | | or stolen | +| | | | | Upgrades | +| | | | | Account support | +| | | | | - Wi-Fi | +| | | | | Hotspots, Store | +| | | | | Locations, and | +| | | | | International | +| | | | | travel tips | +| | | | | View unbilled | +| | | | | voice and data | +| | | | | usage | +| | | | | Voicemail | +| | | | | Sincerely Thank | +| | | | | Ask for other | +| | | | | issues after | +| | | | | resolving the | +| | | | | customer's | +| | | | | initial issue | +| | | | | by saying, How | +| | | | | else can I help | +| | | | | you today? | +| | | | | Thank and show | +| | | | | appreciation | +| | | | | with a friendly | +| | | | | goodbye Brand | +| | | | | the call with | +| | | | | AT&T. | +| | | | | Examples: | +| | | | | Instead of Use | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], how else | +| | | | | may I assist | +| | | | | you today? | +| | | | | Thank you for | +| | | | | being the best | +| | | | | part of AT&T. | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], how else | +| | | | | may I assist | +| | | | | you today? | +| | | | | Thank for being | +| | | | | a valued | +| | | | | customer of | +| | | | | AT&T. We truly | +| | | | | appreciate your | +| | | | | business. Have | +| | | | | a great day. | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], how else | +| | | | | may I assist | +| | | | | you today? | +| | | | | Thank you for | +| | | | | calling AT&T. | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], how else | +| | | | | may I assist | +| | | | | you today? | +| | | | | Thank you for | +| | | | | choosing AT&T. | +| | | | | Additional | +| | | | | Information | +| | | | | Caller Not | +| | | | | Present or | +| | | | | Caller | +| | | | | Disconnected - | +| | | | | See Dropped | +| | | | | Call / Caller | +| | | | | Not Present - | +| | | | | BCSS. System | +| | | | | Downtime | +| | | | | Downtime is | +| | | | | when systems | +| | | | | are slow or | +| | | | | down. Be | +| | | | | positive when | +| | | | | explaining | +| | | | | downtime to the | +| | | | | customer and | +| | | | | use the | +| | | | | appropriate | +| | | | | verbiage. See | +| | | | | your department | +| | | | | 's system | +| | | | | downtime policy | +| | | | | for more | +| | | | | information. | +| | | | | Examples: Thank | +| | | | | you for your | +| | | | | patience, while | +| | | | | my systems | +| | | | | update. Thank | +| | | | | you for your | +| | | | | patience. I'm | +| | | | | working on your | +| | | | | request. | +| | | | | Source: | +| | | | | Content: - | +| | | | | BCSS : Test | +| | | | | calls are not | +| | | | | required on | +| | | | | LaptopConnect | +| | | | | devices. | +| | | | | Enhanced Care: | +| | | | | Offer to | +| | | | | perform | +| | | | | incoming and | +| | | | | outgoing test | +| | | | | calls with | +| | | | | customer. Test | +| | | | | calls are not | +| | | | | required if the | +| | | | | customer does | +| | | | | not have the | +| | | | | device | +| | | | | available. If | +| | | | | a data feature | +| | | | | or plan is | +| | | | | provisioned on | +| | | | | the account, | +| | | | | ensure they | +| | | | | have | +| | | | | established | +| | | | | data | +| | | | | connectivity. | +| | | | | 11 Once the | +| | | | | line is | +| | | | | activated, if | +| | | | | the customer | +| | | | | has Visual | +| | | | | Voicemail | +| | | | | (VVM), offer | +| | | | | voicemail setup | +| | | | | instructions. | +| | | | | Refer to Device | +| | | | | Support in Link | +| | | | | Center for | +| | | | | setup | +| | | | | instructions to | +| | | | | assist the | +| | | | | customer. Test | +| | | | | to ensure that | +| | | | | the voicemail | +| | | | | works. Confirm | +| | | | | the customer | +| | | | | does not have | +| | | | | any additional | +| | | | | VVM questions. | +| | | | | Standard or | +| | | | | Enhanced | +| | | | | Voicemail does | +| | | | | not require | +| | | | | being set up. | +| | | | | Enhanced Care: | +| | | | | Proceed to next | +| | | | | step. 12 | +| | | | | Enhanced Care | +| | | | | Only Offer to | +| | | | | send the | +| | | | | customer a PCN | +| | | | | for voicemail | +| | | | | setup | +| | | | | instructions. | +| | | | | If the customer | +| | | | | agrees, close | +| | | | | the call. If | +| | | | | the customer | +| | | | | declines a PCN | +| | | | | or does not | +| | | | | have an email | +| | | | | address, review | +| | | | | the following | +| | | | | information: | +| | | | | iPhone: Provide | +| | | | | the customer | +| | | | | with iPhone | +| | | | | voicemail setup | +| | | | | instructions to | +| | | | | use after | +| | | | | tethering via | +| | | | | iTunes: | +| | | | | Instructions: | +| | | | | Tap Voicemail | +| | | | | and follow the | +| | | | | prompts. | +| | | | | Ensure the | +| | | | | customer does | +| | | | | not have any | +| | | | | additional | +| | | | | voicemail | +| | | | | questions. | +| | | | | Non-iPhone: | +| | | | | Direct the | +| | | | | customer to | +| | | | | press and hold | +| | | | | down the 1 key | +| | | | | on their | +| | | | | wireless device | +| | | | | and follow the | +| | | | | prompts to | +| | | | | complete | +| | | | | voicemail | +| | | | | setup: Refer | +| | | | | to Voicemail | +| | | | | (Wireless) Hub. | +| | | | | Ensure the | +| | | | | customer does | +| | | | | not have any | +| | | | | additional | +| | | | | voicemail | +| | | | | questions. | +| | | | | Source: | +| | | | | Content: ¶ ¶ | +| | | | | ¶ ¶ ¶ ¶ | +| | | | | Tips to get you | +| | | | | started.¶ ¶ | +| | | | | Prior to | +| | | | | promoting an | +| | | | | AT&T product, | +| | | | | review the CPNI | +| | | | | indicator and | +| | | | | CPNI Product | +| | | | | List to | +| | | | | determine if | +| | | | | CPNI consent is | +| | | | | required. | +| | | | | FirstNet | +| | | | | restrictions:¶ | +| | | | | FirstNet Agency | +| | | | | Paid (CRU): | +| | | | | Promoting | +| | | | | products is per | +| | | | | mitted.FirstNet | +| | | | | Subscriber Paid | +| | | | | (SIG):¶ 1 | +| | | | | Smartphone or | +| | | | | Feature Phone1 | +| | | | | Tablet1 | +| | | | | Wearable1 | +| | | | | Hotspot - | +| | | | | requires an | +| | | | | active FirstNet | +| | | | | Smartphone | +| | | | | line¶ ¶ Help | +| | | | | customers get a | +| | | | | credit for | +| | | | | their old | +| | | | | device by | +| | | | | configuring and | +| | | | | submitting an | +| | | | | AT&T Business | +| | | | | Trade-In quote. | +| | | | | Use the | +| | | | | Accessory 3Ps | +| | | | | (Power, | +| | | | | Protection, Per | +| | | | | sonalization) | +| | | | | selling | +| | | | | technique to | +| | | | | offer and | +| | | | | present | +| | | | | accessories. | +| | | | | When searching | +| | | | | for accessories | +| | | | | online, enter | +| | | | | the desired | +| | | | | accessory in | +| | | | | the Find | +| | | | | Accessories For | +| | | | | Your Device | +| | | | | box. Links not | +| | | | | available? | +| | | | | Articles linked | +| | | | | from this page | +| | | | | may be | +| | | | | restricted to | +| | | | | specific myCSP | +| | | | | profiles.¶ ¶ | +| | | | | ¶ ¶ ¶ | +| | | | | ¶ ¶ | +| | | | | Product | +| | | | | Benefits¶ ¶ | +| | | | | Product | +| | | | | Benefits | +| | | | | Accessories ¶ | +| | | | | Power, | +| | | | | Protection, and | +| | | | | Personalization | +| | | | | ¶ ¶ Batteries | +| | | | | and Chargers:¶ | +| | | | | Charge on the | +| | | | | go solution.Cha | +| | | | | rging and | +| | | | | protection | +| | | | | solution in one | +| | | | | accessory.¶ | +| | | | | Cases and | +| | | | | Protection:¶ | +| | | | | Protect the | +| | | | | device from | +| | | | | damage.Maximize | +| | | | | the value of | +| | | | | device trade- | +| | | | | in.¶ ¶ Add-a- | +| | | | | Line ¶ Stay | +| | | | | in touch with | +| | | | | customers while | +| | | | | on the | +| | | | | move.Contact | +| | | | | employees | +| | | | | throughout the | +| | | | | workday.¶ AT&T | +| | | | | Internet for | +| | | | | Business ¶ | +| | | | | 20,000 hotspots | +| | | | | nationwide.No | +| | | | | data | +| | | | | caps.Wireless | +| | | | | networking | +| | | | | within the | +| | | | | customer's | +| | | | | office.¶ | +| | | | | DIRECTV for | +| | | | | Business ¶ | +| | | | | Bars and | +| | | | | restaurants use | +| | | | | DIRECTV | +| | | | | programming and | +| | | | | premium sports | +| | | | | packages to | +| | | | | directly | +| | | | | produce | +| | | | | revenue.Creates | +| | | | | a calming and | +| | | | | relaxing enviro | +| | | | | nment.DIRECTV | +| | | | | can be | +| | | | | positioned as | +| | | | | an amenity.¶ | +| | | | | Device | +| | | | | Protection ¶ | +| | | | | Device | +| | | | | Protection¶ | +| | | | | Protection | +| | | | | against loss, | +| | | | | theft, physical | +| | | | | and liquid | +| | | | | damage, and | +| | | | | out-of-warranty | +| | | | | malfunctions.Fi | +| | | | | le claims | +| | | | | online 24/7.¶ | +| | | | | AT&T Protect | +| | | | | Advantage¶ | +| | | | | Multi-device | +| | | | | optionProTech | +| | | | | Support¶ ¶ | +| | | | | Tablets ¶ Be | +| | | | | connected when | +| | | | | on the | +| | | | | move.Customized | +| | | | | on-device exper | +| | | | | ience.Access to | +| | | | | important | +| | | | | tools.¶ ¶ ¶ | +| | | | | ¶ Promote | +| | | | | the Product¶ ¶ | +| | | | | ¶ Review the | +| | | | | CPNI indicator | +| | | | | to determine if | +| | | | | CPNI consent is | +| | | | | required. Refer | +| | | | | to the CPNI | +| | | | | Product List in | +| | | | | Customer | +| | | | | Proprietary | +| | | | | Network | +| | | | | Information | +| | | | | (CPNI) - BCSS.¶ | +| | | | | ¶ BMSC/BMSS: | +| | | | | Read the CPNI | +| | | | | statement on | +| | | | | every call that | +| | | | | does not have | +| | | | | permanent | +| | | | | consent on the | +| | | | | account. This | +| | | | | applies whether | +| | | | | or not you are | +| | | | | offering a | +| | | | | product. Record | +| | | | | the customer's | +| | | | | response to the | +| | | | | CPNI | +| | | | | statement.When | +| | | | | speaking to an | +| | | | | AOP/DD/DM/TCM, | +| | | | | attempt to gain | +| | | | | Permanent CPNI | +| | | | | Consent. | +| | | | | Explain that | +| | | | | permanent | +| | | | | consent allows | +| | | | | AT&T to store | +| | | | | the customer's | +| | | | | preferences, so | +| | | | | that they will | +| | | | | not be reviewed | +| | | | | on each call | +| | | | | going forward.¶ | +| | | | | ¶ Update the | +| | | | | CPNI indicator | +| | | | | with the | +| | | | | customer's | +| | | | | response.¶ ¶ | +| | | | | Clarify: Set | +| | | | | CPNI Preference | +| | | | | sOPUS: Change | +| | | | | CPNI ConsentTel | +| | | | | egence: Setting | +| | | | | CPNI | +| | | | | Preference¶ ¶ | +| | | | | Promote the | +| | | | | product. Follow | +| | | | | the 5-step | +| | | | | process to | +| | | | | successfully | +| | | | | promote the | +| | | | | AT&T product.¶ | +| | | | | ¶ 1¶ ¶ | +| | | | | Discover¶ ¶ ¶ | +| | | | | ¶ Listen for | +| | | | | cues that | +| | | | | indicate the | +| | | | | customer's need | +| | | | | and lead to | +| | | | | discovery | +| | | | | questions.Use | +| | | | | tools like | +| | | | | Snapshot to | +| | | | | determine | +| | | | | number of | +| | | | | lines, types of | +| | | | | devices, and | +| | | | | services on the | +| | | | | account.Review | +| | | | | upgrade | +| | | | | eligibility and | +| | | | | proactively | +| | | | | offer upgrades | +| | | | | to eligible | +| | | | | customers.¶ | +| | | | | Proactive | +| | | | | approach helps | +| | | | | ensure | +| | | | | customers have | +| | | | | the latest | +| | | | | products, | +| | | | | reducing | +| | | | | potential | +| | | | | device issues, | +| | | | | and increases | +| | | | | customer | +| | | | | loyalty.¶ | +| | | | | Asking the | +| | | | | right questions | +| | | | | helps to | +| | | | | understand the | +| | | | | customer's | +| | | | | current | +| | | | | situation, | +| | | | | wants, needs, | +| | | | | and details for | +| | | | | your | +| | | | | recommendation. | +| | | | | Questions | +| | | | | provide | +| | | | | information to | +| | | | | personalize the | +| | | | | benefits when | +| | | | | making a | +| | | | | recommendation | +| | | | | and when | +| | | | | responding to o | +| | | | | bjections/conce | +| | | | | rns.¶ Direct: | +| | | | | Assists in | +| | | | | identifying the | +| | | | | right product | +| | | | | to drive a | +| | | | | recommendation. | +| | | | | Example: Do you | +| | | | | currently use | +| | | | | your phone | +| | | | | primarily for | +| | | | | phone calls or | +| | | | | email? Or | +| | | | | both?Open- | +| | | | | Ended: | +| | | | | Identifies the | +| | | | | personalized | +| | | | | benefit to use | +| | | | | in the | +| | | | | recommendation. | +| | | | | Example: What | +| | | | | do you use most | +| | | | | on your smartph | +| | | | | one?Closed: | +| | | | | Help obtain | +| | | | | specific | +| | | | | details to wrap | +| | | | | up the | +| | | | | variation of | +| | | | | the product/pac | +| | | | | kage/bundle. | +| | | | | Example: | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 44 | [] | How is the | I don't | Content: Jump | +| | | Cell | know. | to: Customer | +| | | Booster/Pro | | Support | Order | +| | | shipped? Is | | Installation | +| | | it | | Only | BRE | +| | | overnight? | | Exchange | | +| | | Is there a | | Returns | | +| | | charge for | | Change/Cancel | +| | | shipping? | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: . | +| | | | | ​Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | Of their | +| | | | | installation | +| | | | | date and | +| | | | | timeExpect an | +| | | | | email from | +| | | | | Field Services | +| | | | | Installation | +| | | | | team providing | +| | | | | Cell Booster | +| | | | | pro | +| | | | | documentation | +| | | | | including | +| | | | | Installation | +| | | | | requirements, | +| | | | | Network | +| | | | | (Broadband | +| | | | | Internet) | +| | | | | requirements, | +| | | | | Scope of Work | +| | | | | including Roles | +| | | | | & Responsibilit | +| | | | | ies | +| | | | | Installation | +| | | | | manager | +| | | | | contacts | +| | | | | customer 48 | +| | | | | hours prior to | +| | | | | installation to | +| | | | | confirm | +| | | | | scheduled | +| | | | | appointment To | +| | | | | expect a | +| | | | | courtesy call | +| | | | | from the AT&T | +| | | | | Field Service | +| | | | | technician 24 | +| | | | | hours prior to | +| | | | | their | +| | | | | appointment¶ | +| | | | | Provide the | +| | | | | customer their | +| | | | | OPUS order | +| | | | | number. Advise | +| | | | | the customer of | +| | | | | these | +| | | | | requirements | +| | | | | for | +| | | | | installation:¶ | +| | | | | Make sure the | +| | | | | area is | +| | | | | clear.The | +| | | | | device needs to | +| | | | | be present at | +| | | | | installation | +| | | | | location.The | +| | | | | device needs to | +| | | | | be registered | +| | | | | and activated | +| | | | | by the customer | +| | | | | prior to or at | +| | | | | time of | +| | | | | installation | +| | | | | The customer | +| | | | | transport | +| | | | | requirements | +| | | | | have been met | +| | | | | (see Technical | +| | | | | Guide for | +| | | | | requirements) | +| | | | | If the device | +| | | | | is determined | +| | | | | to be defective | +| | | | | during installa | +| | | | | tion/activation | +| | | | | , the | +| | | | | technician does | +| | | | | not have | +| | | | | additional | +| | | | | devices on | +| | | | | hand:¶ The | +| | | | | customer needs | +| | | | | to process a | +| | | | | Warranty | +| | | | | Exchange to | +| | | | | receive a | +| | | | | replacement | +| | | | | device.Review | +| | | | | Accessory BRE | +| | | | | processes, if | +| | | | | the install is | +| | | | | within 30 days | +| | | | | of the | +| | | | | purchase. ¶ | +| | | | | The technician | +| | | | | is available on | +| | | | | site until the | +| | | | | device is | +| | | | | active on the | +| | | | | network.¶ Back | +| | | | | to Top¶ | +| | | | | Buyer's Remorse | +| | | | | Exchange (BRE) | +| | | | | ¶ ¶ ¶ | +| | | | | Business and | +| | | | | FirstNet | +| | | | | Customers have | +| | | | | a 30 day window | +| | | | | to return the | +| | | | | device for a | +| | | | | full refund. | +| | | | | After 30 days, | +| | | | | the Business | +| | | | | and FirstNet | +| | | | | Customers | +| | | | | cannot return | +| | | | | the device for | +| | | | | a refund. After | +| | | | | the BRExchange | +| | | | | period for | +| | | | | Business | +| | | | | FirstNet | +| | | | | customers (30 | +| | | | | days) the | +| | | | | customer may | +| | | | | request a | +| | | | | Warranty | +| | | | | Exchange as a | +| | | | | replacement if | +| | | | | defective or | +| | | | | damaged. BRE | +| | | | | (exchange) | +| | | | | process for | +| | | | | Cell Booster | +| | | | | Products: There | +| | | | | is no custom | +| | | | | BRE flow for | +| | | | | Cell Booster | +| | | | | products. Reps | +| | | | | will need to | +| | | | | process return | +| | | | | and order a new | +| | | | | device to | +| | | | | fulfill an | +| | | | | exchange as per | +| | | | | the below: ¶ | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster: Cell | +| | | | | Booster can be | +| | | | | exchanged in | +| | | | | Retail Store | +| | | | | since AT&T | +| | | | | Retail Stores | +| | | | | carry inventory | +| | | | | in the Store. | +| | | | | In OPUS Retail, | +| | | | | there is a 2 | +| | | | | step process | +| | | | | for BRE. Rep | +| | | | | has to process | +| | | | | the device | +| | | | | return first | +| | | | | and then | +| | | | | purchase new | +| | | | | device. In | +| | | | | Retail, Manager | +| | | | | can do an | +| | | | | override to | +| | | | | reset the value | +| | | | | so customer is | +| | | | | not charged for | +| | | | | new device. | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | purchased | +| | | | | Online/DF | +| | | | | channels. Cell | +| | | | | Booster Pro an | +| | | | | all Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | cannot be | +| | | | | exchanged in | +| | | | | AT&T Retail | +| | | | | Stores since | +| | | | | Stores will not | +| | | | | carry this | +| | | | | inventory (only | +| | | | | Cell Booster is | +| | | | | stocked in | +| | | | | Retail Stores). | +| | | | | To process BRE, | +| | | | | Rep will need | +| | | | | to advise | +| | | | | customer to | +| | | | | return the | +| | | | | existing device | +| | | | | /accessory via | +| | | | | online return | +| | | | | process and | +| | | | | then rep can | +| | | | | order a new dev | +| | | | | ice/accessory | +| | | | | once return has | +| | | | | been processed. | +| | | | | Customer will | +| | | | | receive refund | +| | | | | for the initial | +| | | | | device once | +| | | | | return is | +| | | | | received and | +| | | | | processed by | +| | | | | AT&T.¶ If | +| | | | | Installation | +| | | | | was Ordered | +| | | | | Then But not | +| | | | | installed on | +| | | | | the original | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Submi | +| | | | | t an Unable to | +| | | | | Complete | +| | | | | Transaction. ¶ | +| | | | | Perform the | +| | | | | BRExchange and | +| | | | | order an | +| | | | | installation | +| | | | | during the | +| | | | | flow. ¶ Follow | +| | | | | rescheduling | +| | | | | installation | +| | | | | process. ¶ And | +| | | | | install | +| | | | | completed on | +| | | | | the original | +| | | | | device, and the | +| | | | | customer | +| | | | | declines to | +| | | | | self-install | +| | | | | the new device | +| | | | | Order an | +| | | | | installation | +| | | | | for the new | +| | | | | device during | +| | | | | the BRExchange | +| | | | | flow. Heads | +| | | | | up: the | +| | | | | customer should | +| | | | | be billed for | +| | | | | this if pro- | +| | | | | install was not | +| | | | | included | +| | | | | initially. But | +| | | | | not installed, | +| | | | | and the | +| | | | | customer | +| | | | | activated the | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Credi | +| | | | | t the customer | +| | | | | for the | +| | | | | installation | +| | | | | charge.¶ See | +| | | | | Clarify Credits | +| | | | | and Adjustments | +| | | | | Policy and | +| | | | | Submission | +| | | | | Process - | +| | | | | BCSS.¶ Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | But not | +| | | | | installed, and | +| | | | | the device was | +| | | | | not activated | +| | | | | by the customer | +| | | | | ¶ Re-schedule | +| | | | | the existing | +| | | | | installation | +| | | | | appointment to | +| | | | | coincide with | +| | | | | the delivery of | +| | | | | the new | +| | | | | device.Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | They will be | +| | | | | charged for the | +| | | | | exchanged | +| | | | | device.To | +| | | | | return the | +| | | | | device in the | +| | | | | original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Inform the | +| | | | | customer they | +| | | | | will be | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Back to Top¶ | +| | | | | Returns ¶ ¶ ¶ | +| | | | | If a customer | +| | | | | is not | +| | | | | satisfied with | +| | | | | the Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro, | +| | | | | they may return | +| | | | | the device.¶ ¶ | +| | | | | Advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device in the | +| | | | | customer Web | +| | | | | portal | +| | | | | accessible:¶ ¶ | +| | | | | att.com/cellboo | +| | | | | ster To return | +| | | | | the device in | +| | | | | the original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents | +| | | | | Source: | +| | | | | Content: using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Restocking fees | +| | | | | apply. Inform | +| | | | | the customer | +| | | | | they are | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Cancel Service¶ | +| | | | | ¶ If a | +| | | | | customer | +| | | | | requests to | +| | | | | cancel their | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro Service, | +| | | | | advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device via the | +| | | | | customer Web | +| | | | | portal.¶ ¶ at | +| | | | | t.com/cellboost | +| | | | | er Use the | +| | | | | mobile | +| | | | | app/portal to | +| | | | | select the | +| | | | | location and | +| | | | | device and | +| | | | | select | +| | | | | disconnect on | +| | | | | the device | +| | | | | screen. Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro | +| | | | | devices do not | +| | | | | have service | +| | | | | plans or any | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charges, | +| | | | | therefore there | +| | | | | is no billing | +| | | | | impact to | +| | | | | disconnecting. | +| | | | | ETFs (early | +| | | | | termination | +| | | | | fees) do not | +| | | | | apply. | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment ¶ | +| | | | | ¶ ¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to | +| | | | | change/cancel | +| | | | | their | +| | | | | installation | +| | | | | appointment, | +| | | | | bridge the call | +| | | | | to Cell Booster | +| | | | | or Cell Booster | +| | | | | Pro using the | +| | | | | speed dial | +| | | | | located in the | +| | | | | Directory Tool | +| | | | | and remain on | +| | | | | the line until | +| | | | | the | +| | | | | change/cancel | +| | | | | request is | +| | | | | completed.¶ ¶ | +| | | | | Enhanced Care ¶ | +| | | | | ¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to change or | +| | | | | cancel their | +| | | | | installation | +| | | | | appointment | +| | | | | during SMART | +| | | | | Chat hours of | +| | | | | operation:¶ ¶ | +| | | | | Open SMART | +| | | | | Chat. Log in | +| | | | | via AT&T Global | +| | | | | Logon. Select | +| | | | | the Agent tab. | +| | | | | Select | +| | | | | Workgroup to | +| | | | | Chat: Abfs- | +| | | | | dispatch. | +| | | | | Select Request | +| | | | | Type: Dispatch. | +| | | | | Select Purpose: | +| | | | | Time Reporting. | +| | | | | Select the | +| | | | | Center. SMART | +| | | | | Chat Hours of | +| | | | | Operation - ET | +| | | | | If the Customer | +| | | | | is Located in | +| | | | | Then 8 a.m. - | +| | | | | 6 p.m. AL, TN, | +| | | | | FL, GA, KY, LA, | +| | | | | MI, NC, SC | +| | | | | Select Non-Tech | +| | | | | 9 States > | +| | | | | Chat. 7:30 | +| | | | | a.m. - 8 p.m. | +| | | | | All other | +| | | | | states Select | +| | | | | Non-Tech 41 | +| | | | | States > Chat. | +| | | | | ¶ Access the | +| | | | | ESS Dashboard.S | +| | | | | elect AT&T | +| | | | | MetroCell from | +| | | | | the drop-down | +| | | | | menu.Press | +| | | | | Ctrl+F and | +| | | | | enter the | +| | | | | company name in | +| | | | | the search | +| | | | | field.Capture | +| | | | | the CSO/SSO | +| | | | | ticket number.¶ | +| | | | | ¶ If the | +| | | | | customer is | +| | | | | requesting to:¶ | +| | | | | ¶ Cancel their | +| | | | | installation | +| | | | | appointment - | +| | | | | Proceed to step | +| | | | | 8.Change their | +| | | | | installation | +| | | | | appointment - | +| | | | | Proceed to step | +| | | | | 9.¶ ¶ Cancel | +| | | | | Install | +| | | | | Appointment | +| | | | | Heads Up: | +| | | | | Installation | +| | | | | charges will | +| | | | | hit the | +| | | | | customer bill. | +| | | | | If customer | +| | | | | cancels the | +| | | | | install, a | +| | | | | credit should | +| | | | | be issued once | +| | | | | the bill with | +| | | | | the charges is | +| | | | | rendered ¶ ¶ | +| | | | | In the chat | +| | | | | field, enter:¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket #OPUS | +| | | | | order | +| | | | | numberCancel | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | installation | +| | | | | appointment per | +| | | | | customer | +| | | | | request¶ ¶ | +| | | | | Provide | +| | | | | confirmation to | +| | | | | the caller the | +| | | | | installation | +| | | | | appointment is | +| | | | | cancelled and | +| | | | | close the | +| | | | | call.¶ ¶ | +| | | | | Change Install | +| | | | | Appointment¶ ¶ | +| | | | | In the chat | +| | | | | field, enter:¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket #OPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install dateNew | +| | | | | install date | +| | | | | requested¶ ¶ | +| | | | | Provide the | +| | | | | caller with the | +| | | | | new | +| | | | | installation | +| | | | | date/time and | +| | | | | close the | +| | | | | call.¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to change or | +| | | | | cancel their | +| | | | | installation | +| | | | | appointment | +| | | | | after SMART | +| | | | | Chat hours of | +| | | | | operation:¶ ¶ | +| | | | | Create a | +| | | | | commitment. | +| | | | | When you | +| | | | | receive | +| | | | | confirmation | +| | | | | from the | +| | | | | appropriate | +| | | | | team, call or | +| | | | | email the | +| | | | | customer to | +| | | | | confirm the | +| | | | | appointment was | +| | | | | set and close | +| | | | | the commitment. | +| | | | | If After Hours | +| | | | | and the | +| | | | | Customer is | +| | | | | Located in | +| | | | | Then Include | +| | | | | in the E-mail | +| | | | | Change Install | +| | | | | Appointment | +| | | | | Cancel Install | +| | | | | Appointment | +| | | | | AL, TN, FL, GA, | +| | | | | KY, LA, MI, NC, | +| | | | | SC Email BCS | +| | | | | Ops Dispatch. | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket | +| | | | | numberOPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install dateNew | +| | | | | install date re | +| | | | | questedRequest | +| | | | | Confirmation | +| | | | | response email | +| | | | | from this team¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket | +| | | | | numberOPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install | +| | | | | dateCancel Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | installation | +| | | | | appointment per | +| | | | | customer | +| | | | | requestRequest | +| | | | | Confirmation | +| | | | | response email | +| | | | | from this team¶ | +| | | | | All other | +| | | | | states Email | +| | | | | BCC STATUS. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 45 | [] | If customer | I don't | Content: & | +| | | only | know. | Cell Booster | +| | | purchases a | | Pro do not | +| | | Cell | | qualify for | +| | | Booster/Pro | | compensation or | +| | | accessory, | | ranker. They | +| | | is there a | | are products | +| | | shipping | | designed to | +| | | charge? | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: . | +| | | | | ​Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | Of their | +| | | | | installation | +| | | | | date and | +| | | | | timeExpect an | +| | | | | email from | +| | | | | Field Services | +| | | | | Installation | +| | | | | team providing | +| | | | | Cell Booster | +| | | | | pro | +| | | | | documentation | +| | | | | including | +| | | | | Installation | +| | | | | requirements, | +| | | | | Network | +| | | | | (Broadband | +| | | | | Internet) | +| | | | | requirements, | +| | | | | Scope of Work | +| | | | | including Roles | +| | | | | & Responsibilit | +| | | | | ies | +| | | | | Installation | +| | | | | manager | +| | | | | contacts | +| | | | | customer 48 | +| | | | | hours prior to | +| | | | | installation to | +| | | | | confirm | +| | | | | scheduled | +| | | | | appointment To | +| | | | | expect a | +| | | | | courtesy call | +| | | | | from the AT&T | +| | | | | Field Service | +| | | | | technician 24 | +| | | | | hours prior to | +| | | | | their | +| | | | | appointment¶ | +| | | | | Provide the | +| | | | | customer their | +| | | | | OPUS order | +| | | | | number. Advise | +| | | | | the customer of | +| | | | | these | +| | | | | requirements | +| | | | | for | +| | | | | installation:¶ | +| | | | | Make sure the | +| | | | | area is | +| | | | | clear.The | +| | | | | device needs to | +| | | | | be present at | +| | | | | installation | +| | | | | location.The | +| | | | | device needs to | +| | | | | be registered | +| | | | | and activated | +| | | | | by the customer | +| | | | | prior to or at | +| | | | | time of | +| | | | | installation | +| | | | | The customer | +| | | | | transport | +| | | | | requirements | +| | | | | have been met | +| | | | | (see Technical | +| | | | | Guide for | +| | | | | requirements) | +| | | | | If the device | +| | | | | is determined | +| | | | | to be defective | +| | | | | during installa | +| | | | | tion/activation | +| | | | | , the | +| | | | | technician does | +| | | | | not have | +| | | | | additional | +| | | | | devices on | +| | | | | hand:¶ The | +| | | | | customer needs | +| | | | | to process a | +| | | | | Warranty | +| | | | | Exchange to | +| | | | | receive a | +| | | | | replacement | +| | | | | device.Review | +| | | | | Accessory BRE | +| | | | | processes, if | +| | | | | the install is | +| | | | | within 30 days | +| | | | | of the | +| | | | | purchase. ¶ | +| | | | | The technician | +| | | | | is available on | +| | | | | site until the | +| | | | | device is | +| | | | | active on the | +| | | | | network.¶ Back | +| | | | | to Top¶ | +| | | | | Buyer's Remorse | +| | | | | Exchange (BRE) | +| | | | | ¶ ¶ ¶ | +| | | | | Business and | +| | | | | FirstNet | +| | | | | Customers have | +| | | | | a 30 day window | +| | | | | to return the | +| | | | | device for a | +| | | | | full refund. | +| | | | | After 30 days, | +| | | | | the Business | +| | | | | and FirstNet | +| | | | | Customers | +| | | | | cannot return | +| | | | | the device for | +| | | | | a refund. After | +| | | | | the BRExchange | +| | | | | period for | +| | | | | Business | +| | | | | FirstNet | +| | | | | customers (30 | +| | | | | days) the | +| | | | | customer may | +| | | | | request a | +| | | | | Warranty | +| | | | | Exchange as a | +| | | | | replacement if | +| | | | | defective or | +| | | | | damaged. BRE | +| | | | | (exchange) | +| | | | | process for | +| | | | | Cell Booster | +| | | | | Products: There | +| | | | | is no custom | +| | | | | BRE flow for | +| | | | | Cell Booster | +| | | | | products. Reps | +| | | | | will need to | +| | | | | process return | +| | | | | and order a new | +| | | | | device to | +| | | | | fulfill an | +| | | | | exchange as per | +| | | | | the below: ¶ | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster: Cell | +| | | | | Booster can be | +| | | | | exchanged in | +| | | | | Retail Store | +| | | | | since AT&T | +| | | | | Retail Stores | +| | | | | carry inventory | +| | | | | in the Store. | +| | | | | In OPUS Retail, | +| | | | | there is a 2 | +| | | | | step process | +| | | | | for BRE. Rep | +| | | | | has to process | +| | | | | the device | +| | | | | return first | +| | | | | and then | +| | | | | purchase new | +| | | | | device. In | +| | | | | Retail, Manager | +| | | | | can do an | +| | | | | override to | +| | | | | reset the value | +| | | | | so customer is | +| | | | | not charged for | +| | | | | new device. | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | purchased | +| | | | | Online/DF | +| | | | | channels. Cell | +| | | | | Booster Pro an | +| | | | | all Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | cannot be | +| | | | | exchanged in | +| | | | | AT&T Retail | +| | | | | Stores since | +| | | | | Stores will not | +| | | | | carry this | +| | | | | inventory (only | +| | | | | Cell Booster is | +| | | | | stocked in | +| | | | | Retail Stores). | +| | | | | To process BRE, | +| | | | | Rep will need | +| | | | | to advise | +| | | | | customer to | +| | | | | return the | +| | | | | existing device | +| | | | | /accessory via | +| | | | | online return | +| | | | | process and | +| | | | | then rep can | +| | | | | order a new dev | +| | | | | ice/accessory | +| | | | | once return has | +| | | | | been processed. | +| | | | | Customer will | +| | | | | receive refund | +| | | | | for the initial | +| | | | | device once | +| | | | | return is | +| | | | | received and | +| | | | | processed by | +| | | | | AT&T.¶ If | +| | | | | Installation | +| | | | | was Ordered | +| | | | | Then But not | +| | | | | installed on | +| | | | | the original | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Submi | +| | | | | t an Unable to | +| | | | | Complete | +| | | | | Transaction. ¶ | +| | | | | Perform the | +| | | | | BRExchange and | +| | | | | order an | +| | | | | installation | +| | | | | during the | +| | | | | flow. ¶ Follow | +| | | | | rescheduling | +| | | | | installation | +| | | | | process. ¶ And | +| | | | | install | +| | | | | completed on | +| | | | | the original | +| | | | | device, and the | +| | | | | customer | +| | | | | declines to | +| | | | | self-install | +| | | | | the new device | +| | | | | Order an | +| | | | | installation | +| | | | | for the new | +| | | | | device during | +| | | | | the BRExchange | +| | | | | flow. Heads | +| | | | | up: the | +| | | | | customer should | +| | | | | be billed for | +| | | | | this if pro- | +| | | | | install was not | +| | | | | included | +| | | | | initially. But | +| | | | | not installed, | +| | | | | and the | +| | | | | customer | +| | | | | activated the | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Credi | +| | | | | t the customer | +| | | | | for the | +| | | | | installation | +| | | | | charge.¶ See | +| | | | | Clarify Credits | +| | | | | and Adjustments | +| | | | | Policy and | +| | | | | Submission | +| | | | | Process - | +| | | | | BCSS.¶ Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | But not | +| | | | | installed, and | +| | | | | the device was | +| | | | | not activated | +| | | | | by the customer | +| | | | | ¶ Re-schedule | +| | | | | the existing | +| | | | | installation | +| | | | | appointment to | +| | | | | coincide with | +| | | | | the delivery of | +| | | | | the new | +| | | | | device.Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | They will be | +| | | | | charged for the | +| | | | | exchanged | +| | | | | device.To | +| | | | | return the | +| | | | | device in the | +| | | | | original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Inform the | +| | | | | customer they | +| | | | | will be | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Back to Top¶ | +| | | | | Returns ¶ ¶ ¶ | +| | | | | If a customer | +| | | | | is not | +| | | | | satisfied with | +| | | | | the Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro, | +| | | | | they may return | +| | | | | the device.¶ ¶ | +| | | | | Advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device in the | +| | | | | customer Web | +| | | | | portal | +| | | | | accessible:¶ ¶ | +| | | | | att.com/cellboo | +| | | | | ster To return | +| | | | | the device in | +| | | | | the original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents | +| | | | | Source: | +| | | | | Content: using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Restocking fees | +| | | | | apply. Inform | +| | | | | the customer | +| | | | | they are | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Cancel Service¶ | +| | | | | ¶ If a | +| | | | | customer | +| | | | | requests to | +| | | | | cancel their | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro Service, | +| | | | | advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device via the | +| | | | | customer Web | +| | | | | portal.¶ ¶ at | +| | | | | t.com/cellboost | +| | | | | er Use the | +| | | | | mobile | +| | | | | app/portal to | +| | | | | select the | +| | | | | location and | +| | | | | device and | +| | | | | select | +| | | | | disconnect on | +| | | | | the device | +| | | | | screen. Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro | +| | | | | devices do not | +| | | | | have service | +| | | | | plans or any | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charges, | +| | | | | therefore there | +| | | | | is no billing | +| | | | | impact to | +| | | | | disconnecting. | +| | | | | ETFs (early | +| | | | | termination | +| | | | | fees) do not | +| | | | | apply. | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment ¶ | +| | | | | ¶ ¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to | +| | | | | change/cancel | +| | | | | their | +| | | | | installation | +| | | | | appointment, | +| | | | | bridge the call | +| | | | | to Cell Booster | +| | | | | or Cell Booster | +| | | | | Pro using the | +| | | | | speed dial | +| | | | | located in the | +| | | | | Directory Tool | +| | | | | and remain on | +| | | | | the line until | +| | | | | the | +| | | | | change/cancel | +| | | | | request is | +| | | | | completed.¶ ¶ | +| | | | | Enhanced Care ¶ | +| | | | | ¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to change or | +| | | | | cancel their | +| | | | | installation | +| | | | | appointment | +| | | | | during SMART | +| | | | | Chat hours of | +| | | | | operation:¶ ¶ | +| | | | | Open SMART | +| | | | | Chat. Log in | +| | | | | via AT&T Global | +| | | | | Logon. Select | +| | | | | the Agent tab. | +| | | | | Select | +| | | | | Workgroup to | +| | | | | Chat: Abfs- | +| | | | | dispatch. | +| | | | | Select Request | +| | | | | Type: Dispatch. | +| | | | | Select Purpose: | +| | | | | Time Reporting. | +| | | | | Select the | +| | | | | Center. SMART | +| | | | | Chat Hours of | +| | | | | Operation - ET | +| | | | | If the Customer | +| | | | | is Located in | +| | | | | Then 8 a.m. - | +| | | | | 6 p.m. AL, TN, | +| | | | | FL, GA, KY, LA, | +| | | | | MI, NC, SC | +| | | | | Select Non-Tech | +| | | | | 9 States > | +| | | | | Chat. 7:30 | +| | | | | a.m. - 8 p.m. | +| | | | | All other | +| | | | | states Select | +| | | | | Non-Tech 41 | +| | | | | States > Chat. | +| | | | | ¶ Access the | +| | | | | ESS Dashboard.S | +| | | | | elect AT&T | +| | | | | MetroCell from | +| | | | | the drop-down | +| | | | | menu.Press | +| | | | | Ctrl+F and | +| | | | | enter the | +| | | | | company name in | +| | | | | the search | +| | | | | field.Capture | +| | | | | the CSO/SSO | +| | | | | ticket number.¶ | +| | | | | ¶ If the | +| | | | | customer is | +| | | | | requesting to:¶ | +| | | | | ¶ Cancel their | +| | | | | installation | +| | | | | appointment - | +| | | | | Proceed to step | +| | | | | 8.Change their | +| | | | | installation | +| | | | | appointment - | +| | | | | Proceed to step | +| | | | | 9.¶ ¶ Cancel | +| | | | | Install | +| | | | | Appointment | +| | | | | Heads Up: | +| | | | | Installation | +| | | | | charges will | +| | | | | hit the | +| | | | | customer bill. | +| | | | | If customer | +| | | | | cancels the | +| | | | | install, a | +| | | | | credit should | +| | | | | be issued once | +| | | | | the bill with | +| | | | | the charges is | +| | | | | rendered ¶ ¶ | +| | | | | In the chat | +| | | | | field, enter:¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket #OPUS | +| | | | | order | +| | | | | numberCancel | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | installation | +| | | | | appointment per | +| | | | | customer | +| | | | | request¶ ¶ | +| | | | | Provide | +| | | | | confirmation to | +| | | | | the caller the | +| | | | | installation | +| | | | | appointment is | +| | | | | cancelled and | +| | | | | close the | +| | | | | call.¶ ¶ | +| | | | | Change Install | +| | | | | Appointment¶ ¶ | +| | | | | In the chat | +| | | | | field, enter:¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket #OPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install dateNew | +| | | | | install date | +| | | | | requested¶ ¶ | +| | | | | Provide the | +| | | | | caller with the | +| | | | | new | +| | | | | installation | +| | | | | date/time and | +| | | | | close the | +| | | | | call.¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to change or | +| | | | | cancel their | +| | | | | installation | +| | | | | appointment | +| | | | | after SMART | +| | | | | Chat hours of | +| | | | | operation:¶ ¶ | +| | | | | Create a | +| | | | | commitment. | +| | | | | When you | +| | | | | receive | +| | | | | confirmation | +| | | | | from the | +| | | | | appropriate | +| | | | | team, call or | +| | | | | email the | +| | | | | customer to | +| | | | | confirm the | +| | | | | appointment was | +| | | | | set and close | +| | | | | the commitment. | +| | | | | If After Hours | +| | | | | and the | +| | | | | Customer is | +| | | | | Located in | +| | | | | Then Include | +| | | | | in the E-mail | +| | | | | Change Install | +| | | | | Appointment | +| | | | | Cancel Install | +| | | | | Appointment | +| | | | | AL, TN, FL, GA, | +| | | | | KY, LA, MI, NC, | +| | | | | SC Email BCS | +| | | | | Ops Dispatch. | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket | +| | | | | numberOPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install dateNew | +| | | | | install date re | +| | | | | questedRequest | +| | | | | Confirmation | +| | | | | response email | +| | | | | from this team¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket | +| | | | | numberOPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install | +| | | | | dateCancel Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | installation | +| | | | | appointment per | +| | | | | customer | +| | | | | requestRequest | +| | | | | Confirmation | +| | | | | response email | +| | | | | from this team¶ | +| | | | | All other | +| | | | | states Email | +| | | | | BCC STATUS. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 46 | [] | Is Cell | Content: The | Content: & | +| | | Booster/Pro | usage on the | Cell Booster | +| | | discountable | AT&T Cell | Pro do not | +| | | ? (Promo | Booster and | qualify for | +| | | discounts, | Cell Booster | compensation or | +| | | FAN | Pro is | ranker. They | +| | | discounts, | billed | are products | +| | | and so on)? | according to | designed to | +| | | | the | improve the | +| | | | customer's | customers | +| | | | rate plan | experience and | +| | | | and/or | reduce chargeba | +| | | | feature just | cks. Provisioni | +| | | | like if the | ng: | +| | | | customer was | Provisioning:  | +| | | | on AT&T | Step 1:  Go | +| | | | Wireless | into the | +| | | | Network. | customer's | +| | | | Customer | account Step | +| | | | will not see | 2:  On the | +| | | | any | Customer | +| | | | different | Summary screen, | +| | | | billing | go to | +| | | | usage when | 'Sales', find | +| | | | placing | 'Shipping' and | +| | | | calls/data | choose 'OTHER' | +| | | | sessions on | Step 3:  Type | +| | | | Cell Booster | in the | +| | | | or Cell | description, | +| | | | Booster Pro. | i.e. 'Cell | +| | | | Call detail | Booster' and it | +| | | | is available | will then come | +| | | | for calls | up. Add it to | +| | | | placed while | cart. Mobile | +| | | | on the AT&T | App Web Portal | +| | | | Cell Booster | The AT&T Cell | +| | | | or Cell | Booster  App is | +| | | | Booster Pro. | free and | +| | | | (Source: | available in | +| | | | context) | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: : | +| | | | | FAN-based | +| | | | | discounts are | +| | | | | calculated | +| | | | | after any MRC | +| | | | | Modifiers have | +| | | | | been | +| | | | | subtracted. | +| | | | | Telegence | +| | | | | applies | +| | | | | discounts in | +| | | | | descending | +| | | | | order of | +| | | | | monetary | +| | | | | amounts | +| | | | | (highest | +| | | | | amounts are | +| | | | | calculated | +| | | | | first). | +| | | | | Taxes and fees | +| | | | | are not | +| | | | | discountable. | +| | | | | If the discount | +| | | | | is being | +| | | | | calculated | +| | | | | correctly but | +| | | | | the customer | +| | | | | still has | +| | | | | concerns, | +| | | | | continue to the | +| | | | | next step. | +| | | | | 4 Determine | +| | | | | if the rate | +| | | | | plan eligible | +| | | | | for | +| | | | | discounting. | +| | | | | Plan Is Then | +| | | | | Eligible | +| | | | | Continue to | +| | | | | Step 6. | +| | | | | Not Eligible | +| | | | | The customer is | +| | | | | on a rate plan | +| | | | | that does not | +| | | | | support | +| | | | | National | +| | | | | Account | +| | | | | Discounts To | +| | | | | qualify for | +| | | | | discounts for | +| | | | | this line, the | +| | | | | customer must | +| | | | | change their | +| | | | | rate plan. | +| | | | | Since the | +| | | | | customer was | +| | | | | not eligible | +| | | | | for the | +| | | | | discounts, | +| | | | | credits are not | +| | | | | appropriate for | +| | | | | this scenario. | +| | | | | Heads Up: A | +| | | | | limited number | +| | | | | of contract | +| | | | | types allow for | +| | | | | discounts on | +| | | | | BusinessTalk | +| | | | | and | +| | | | | grandfathered | +| | | | | FamilyTalk | +| | | | | plans. If the | +| | | | | customer has | +| | | | | other | +| | | | | qualifying | +| | | | | charges for the | +| | | | | CTN, they will | +| | | | | receive the FAN | +| | | | | discount credit | +| | | | | for those | +| | | | | charges, but | +| | | | | not for the | +| | | | | rate plan | +| | | | | except in the | +| | | | | case of Unity | +| | | | | plans. To | +| | | | | continue | +| | | | | troubleshooting | +| | | | | feature | +| | | | | discounts or | +| | | | | FamilyTalk, | +| | | | | continue to | +| | | | | Step 6. | +| | | | | 5 Is the rate | +| | | | | plan on their | +| | | | | previous bill a | +| | | | | Unity plan or | +| | | | | their current | +| | | | | plan one of the | +| | | | | following? | +| | | | | BusinessTalk | +| | | | | FamilyTalk Zod | +| | | | | iac/Dobson/Trit | +| | | | | on/Alltell | +| | | | | Mobile Share | +| | | | | 300 MB with | +| | | | | Unlimited Talk | +| | | | | and Text (SOC | +| | | | | SDG300MBS) | +| | | | | Senior Nation | +| | | | | 200 | +| | | | | Unlimited plans | +| | | | | Unity | +| | | | | If Then | +| | | | | No Continue to | +| | | | | Step 7. | +| | | | | Yes The | +| | | | | customer is on | +| | | | | a rate plan | +| | | | | that does not | +| | | | | support | +| | | | | National | +| | | | | Account | +| | | | | Discounts. To | +| | | | | qualify for | +| | | | | discounts for | +| | | | | this line, the | +| | | | | customer must | +| | | | | change their  | +| | | | | plan. Since | +| | | | | the customer | +| | | | | was not | +| | | | | eligible for | +| | | | | the discounts, | +| | | | | credits are not | +| | | | | appropriate. A | +| | | | | limited number | +| | | | | of contract | +| | | | | types allow for | +| | | | | discounts on | +| | | | | BusinessTalk | +| | | | | and | +| | | | | grandfathered | +| | | | | FamilyTalk | +| | | | | plans. If the | +| | | | | customer has | +| | | | | other | +| | | | | qualifying | +| | | | | charges for the | +| | | | | CTN, they will | +| | | | | receive the FAN | +| | | | | discount credit | +| | | | | for those | +| | | | | charges, but | +| | | | | not for the | +| | | | | rate plan | +| | | | | except in the | +| | | | | case of Unity | +| | | | | plans. | +| | | | | Unity plans | +| | | | | make the line | +| | | | | ineligible for | +| | | | | all rate plan | +| | | | | and feature | +| | | | | discounts. | +| | | | | To continue tro | +| | | | | ubleshooting, | +| | | | | continue to | +| | | | | Step 7. | +| | | | | 6 Was the | +| | | | | customer on a | +| | | | | Unity Plan | +| | | | | during the | +| | | | | previous bill | +| | | | | cycle? | +| | | | | If Then | +| | | | | No Continue to | +| | | | | the next step. | +| | | | | Yes | +| | | | | Discounts are | +| | | | | delayed by 1 | +| | | | | billing cycle | +| | | | | when moving off | +| | | | | a Unity plan. | +| | | | | Inform the | +| | | | | customer that | +| | | | | they will see | +| | | | | their discount | +| | | | | on the next | +| | | | | bill. Unity | +| | | | | plans make the | +| | | | | line ineligible | +| | | | | for all rate | +| | | | | plan and | +| | | | | feature | +| | | | | discounts. | +| | | | | Since the | +| | | | | customer was | +| | | | | not eligible | +| | | | | for the | +| | | | | discount, | +| | | | | credits are not | +| | | | | appropriate for | +| | | | | this scenario. | +| | | | | 7 What was | +| | | | | the line's | +| | | | | status at the | +| | | | | end of the bill | +| | | | | cycle? | +| | | | | Determine the | +| | | | | line's status | +| | | | | for the date of | +| | | | | the bill cycle | +| | | | | using the | +| | | | | Subscriber | +| | | | | History | +| | | | | Function in | +| | | | | Telegence. | +| | | | | Users without | +| | | | | Telegence | +| | | | | access use | +| | | | | 3TWA. | +| | | | | If Status Is | +| | | | | Then | +| | | | | Active | +| | | | | Continue to the | +| | | | | next step. | +| | | | | Cancelled or | +| | | | | Suspended | +| | | | | Let the | +| | | | | customer know | +| | | | | lines that are | +| | | | | cancelled or | +| | | | | suspended at | +| | | | | the end of the | +| | | | | bill cycle are | +| | | | | not eligible | +| | | | | for National | +| | | | | Account | +| | | | | Discounts. The | +| | | | | line must be | +| | | | | active at the | +| | | | | close of the | +| | | | | bill cycle to | +| | | | | qualify. | +| | | | | Assist the | +| | | | | customer with | +| | | | | re-activating | +| | | | | the account, if | +| | | | | necessary. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | 8 Has the line | +| | | | | been | +| | | | | provisioned | +| | | | | with the | +| | | | | Original iPhone | +| | | | | Data Plan? | +| | | | | The customer's | +| | | | | discount | +| | | | | eligibility is | +| | | | | influenced by | +| | | | | current and | +| | | | | previous data | +| | | | | plans. If the | +| | | | | customer | +| | | | | currently has | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Know | What | +| | | | | the Customer | +| | | | | Needs to Know | | +| | | | | Procedures | | +| | | | | Customer | +| | | | | Support | FAQ | +| | | | | An AT&T | +| | | | | Signature | +| | | | | Program | +| | | | | customer is an | +| | | | | AT&T consumer | +| | | | | who receives a | +| | | | | special | +| | | | | discount based | +| | | | | on their | +| | | | | affiliation | +| | | | | with a | +| | | | | corporation, | +| | | | | government | +| | | | | agency, or | +| | | | | educational | +| | | | | institution. | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customers are | +| | | | | financially | +| | | | | responsible for | +| | | | | their accounts. | +| | | | | Standard | +| | | | | consumer | +| | | | | service | +| | | | | contracts apply | +| | | | | and AT&T | +| | | | | determines | +| | | | | credit | +| | | | | worthiness | +| | | | | before | +| | | | | establishing | +| | | | | service. AT&T | +| | | | | Signature | +| | | | | Program is only | +| | | | | available on | +| | | | | postpaid | +| | | | | accounts. | +| | | | | Ineligible rate | +| | | | | plans: Check | +| | | | | the MSC Only | +| | | | | (FAN) Discount | +| | | | | Eligible field | +| | | | | in the Rate | +| | | | | Plan Viewer | +| | | | | article under | +| | | | | Related Links, | +| | | | | to determine if | +| | | | | the voice/data | +| | | | | plan is | +| | | | | eligible for | +| | | | | FAN | +| | | | | discounting. | +| | | | | Ineligible | +| | | | | plans include, | +| | | | | but are not | +| | | | | limited to: | +| | | | | 300MB Mobile | +| | | | | Share and | +| | | | | Mobile Share | +| | | | | Advantage plans | +| | | | | AT&T Nation | +| | | | | Unlimited plans | +| | | | | AT&T Unity | +| | | | | plans Non- | +| | | | | standard plans, | +| | | | | including AT&T | +| | | | | North America | +| | | | | plans and | +| | | | | acquired | +| | | | | company | +| | | | | mirrored plans | +| | | | | (e.g., Alltell, | +| | | | | Centennial, | +| | | | | Cellular One | +| | | | | Dobson, | +| | | | | Element, | +| | | | | RCC/Unicel, | +| | | | | Verizon) | +| | | | | Secondary lines | +| | | | | on FamilyTalk, | +| | | | | original Mobile | +| | | | | Share, and | +| | | | | Mobile Share | +| | | | | Advantage plans | +| | | | | Grandfathered | +| | | | | FamilyTalk | +| | | | | plans: Only | +| | | | | the primary | +| | | | | line is | +| | | | | eligible for | +| | | | | the discount. | +| | | | | Secondary | +| | | | | FamilyTalk | +| | | | | lines do not | +| | | | | see a discount. | +| | | | | Manual | +| | | | | enrollments: | +| | | | | Never add a FAN | +| | | | | in the billing | +| | | | | system. NBSC | +| | | | | reps: For AT&T | +| | | | | Signature | +| | | | | Program | +| | | | | exceptions, see | +| | | | | FAN Attachments | +| | | | | - NBSC. | +| | | | | Combined Bill: | +| | | | | Combined Bill | +| | | | | accounts are | +| | | | | eligible for | +| | | | | AT&T Signature | +| | | | | Program FAN | +| | | | | attachments. | +| | | | | The FAN | +| | | | | discount | +| | | | | supersedes the | +| | | | | Combined Bill | +| | | | | discount. CRU | +| | | | | to AT&T | +| | | | | Signature | +| | | | | Program: CRU | +| | | | | customers who | +| | | | | wish to enroll | +| | | | | on an AT&T | +| | | | | Signature | +| | | | | Program FAN | +| | | | | should complete | +| | | | | a ToBR. NBI | +| | | | | market only: | +| | | | | Customers who | +| | | | | add an AT&T | +| | | | | Signature | +| | | | | Program FAN to | +| | | | | an account in | +| | | | | the NBI market | +| | | | | inherit the | +| | | | | bill cycle of | +| | | | | the FAN. To | +| | | | | determine the | +| | | | | new bill cycle: | +| | | | | Access the FAN | +| | | | | in FaST. The | +| | | | | NBI bill cycle | +| | | | | appears under | +| | | | | the Care tab in | +| | | | | the Current NBI | +| | | | | Bill Cycle | +| | | | | field. BMSC | +| | | | | only: CRU to | +| | | | | AT&T Signature | +| | | | | Program ToBR | +| | | | | Exception: We | +| | | | | allow AT&T | +| | | | | Signature | +| | | | | Program | +| | | | | enrollments | +| | | | | when customers | +| | | | | perform a CRU | +| | | | | to AT&T | +| | | | | Signature | +| | | | | Program ToBR. | +| | | | | The two FANs | +| | | | | must be within | +| | | | | the same | +| | | | | agreement. If | +| | | | | the customer | +| | | | | advises you | +| | | | | they receive a | +| | | | | discount, but | +| | | | | cannot provide | +| | | | | you with the | +| | | | | sponsorship | +| | | | | FAN, search for | +| | | | | it in FaST, | +| | | | | verify it is | +| | | | | under the same | +| | | | | agreement, and | +| | | | | add the FAN to | +| | | | | the account. | +| | | | | OPUS | +| | | | | Tip: Exceeded | +| | | | | number of | +| | | | | attempts – | +| | | | | Customers can | +| | | | | only attempt | +| | | | | enrolling in a | +| | | | | FAN a total of | +| | | | | 3 times in a | +| | | | | calendar year. | +| | | | | Do not | +| | | | | repeatedly | +| | | | | enroll a | +| | | | | customer. If | +| | | | | they are | +| | | | | prompted to | +| | | | | provide Proof | +| | | | | of Eligibility, | +| | | | | upload their | +| | | | | documents, do | +| | | | | not start the | +| | | | | enrollment | +| | | | | process over. | +| | | | | The account | +| | | | | holder must be | +| | | | | an employee who | +| | | | | receives a W-2 | +| | | | | (on the | +| | | | | company's | +| | | | | payroll) or an | +| | | | | affiliate of a | +| | | | | college/univers | +| | | | | ity. | +| | | | | Enrollment | +| | | | | process: | +| | | | | Customers | +| | | | | should complete | +| | | | | all AT&T | +| | | | | Signature | +| | | | | Program | +| | | | | enrollment | +| | | | | requests online | +| | | | | via att.com/sho | +| | | | | p/wireless/iru- | +| | | | | check-for- | +| | | | | discount.html. | +| | | | | If the customer | +| | | | | is unable to | +| | | | | process the | +| | | | | request online, | +| | | | | the customer | +| | | | | may visit an | +| | | | | AT&T Retail | +| | | | | store for | +| | | | | assistance with | +| | | | | the enrollment | +| | | | | process. Proof | +| | | | | of employment | +| | | | | is required for | +| | | | | all enrollments | +| | | | | not processed | +| | | | | online. Two- | +| | | | | year contract: | +| | | | | Customers are | +| | | | | not required to | +| | | | | accept a two- | +| | | | | year contract | +| | | | | as part of the | +| | | | | FAN enrollment. | +| | | | | This policy | +| | | | | change was not | +| | | | | retroactive. | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | customers who | +| | | | | signed two-year | +| | | | | agreements | +| | | | | before the | +| | | | | change are not | +| | | | | entitled to | +| | | | | exceptions or | +| | | | | overrides on | +| | | | | contract length | +| | | | | or upgrade | +| | | | | eligibility. | +| | | | | Upgrade | +| | | | | eligibility: | +| | | | | FAN attachments | +| | | | | do not affect | +| | | | | upgrade | +| | | | | eligibility. | +| | | | | Device upgrades | +| | | | | may require a | +| | | | | two-year | +| | | | | contract for | +| | | | | discounted | +| | | | | pricing. This | +| | | | | requirement is | +| | | | | independent of | +| | | | | the FAN | +| | | | | attachment | +| | | | | process. | +| | | | | Discounting: | +| | | | | The discount | +| | | | | percentage is | +| | | | | effective | +| | | | | during the | +| | | | | enrolled bill | +| | | | | cycle. There | +| | | | | is no | +| | | | | proration. It | +| | | | | may take 1-2 | +| | | | | bill cycles | +| | | | | before the | +| | | | | discount shows | +| | | | | on the invoice. | +| | | | | If the FAN adds | +| | | | | before the | +| | | | | cycle end date, | +| | | | | the discount | +| | | | | appears on the | +| | | | | next invoice. | +| | | | | If the FAN adds | +| | | | | after the cycle | +| | | | | end date, the | +| | | | | discount does | +| | | | | not show until | +| | | | | the second | +| | | | | invoice | +| | | | | following enrol | +| | | | | lment.Example: | +| | | | | Cycle end date: | +| | | | | April 11, 2018 | +| | | | | If Then | +| | | | | FAN adds April | +| | | | | 3, 2018 | +| | | | | Discount | +| | | | | appears on the | +| | | | | April invoice | +| | | | | as the FAN | +| | | | | added before | +| | | | | the close of | +| | | | | the bill cycle. | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | ++----+--------------+----------------+----------------+-------------------+ +| 47 | [] | What are the | Usage on the | Content: & | +| | | methods a | AT&T Cell | Cell Booster | +| | | customer can | Booster and | Pro do not | +| | | be billed | Cell Booster | qualify for | +| | | for Cell Boo | Pro is | compensation or | +| | | ster/Pro? | billed | ranker. They | +| | | | according to | are products | +| | | | the | designed to | +| | | | customer's | improve the | +| | | | rate plan | customers | +| | | | and/or | experience and | +| | | | feature just | reduce chargeba | +| | | | like if the | cks. Provisioni | +| | | | customer was | ng: | +| | | | on AT&T | Provisioning:  | +| | | | Wireless | Step 1:  Go | +| | | | Network. | into the | +| | | | Customer | customer's | +| | | | will not see | account Step | +| | | | any | 2:  On the | +| | | | different | Customer | +| | | | billing | Summary screen, | +| | | | usage when | go to | +| | | | placing | 'Sales', find | +| | | | calls/data | 'Shipping' and | +| | | | sessions on | choose 'OTHER' | +| | | | Cell Booster | Step 3:  Type | +| | | | or Cell | in the | +| | | | Booster Pro. | description, | +| | | | Call detail | i.e. 'Cell | +| | | | is available | Booster' and it | +| | | | for calls | will then come | +| | | | placed while | up. Add it to | +| | | | on the AT&T | cart. Mobile | +| | | | Cell Booster | App Web Portal | +| | | | or Cell | The AT&T Cell | +| | | | Booster Pro. | Booster  App is | +| | | | (Source: | free and | +| | | | context) | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: . | +| | | | | ​Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | Of their | +| | | | | installation | +| | | | | date and | +| | | | | timeExpect an | +| | | | | email from | +| | | | | Field Services | +| | | | | Installation | +| | | | | team providing | +| | | | | Cell Booster | +| | | | | pro | +| | | | | documentation | +| | | | | including | +| | | | | Installation | +| | | | | requirements, | +| | | | | Network | +| | | | | (Broadband | +| | | | | Internet) | +| | | | | requirements, | +| | | | | Scope of Work | +| | | | | including Roles | +| | | | | & Responsibilit | +| | | | | ies | +| | | | | Installation | +| | | | | manager | +| | | | | contacts | +| | | | | customer 48 | +| | | | | hours prior to | +| | | | | installation to | +| | | | | confirm | +| | | | | scheduled | +| | | | | appointment To | +| | | | | expect a | +| | | | | courtesy call | +| | | | | from the AT&T | +| | | | | Field Service | +| | | | | technician 24 | +| | | | | hours prior to | +| | | | | their | +| | | | | appointment¶ | +| | | | | Provide the | +| | | | | customer their | +| | | | | OPUS order | +| | | | | number. Advise | +| | | | | the customer of | +| | | | | these | +| | | | | requirements | +| | | | | for | +| | | | | installation:¶ | +| | | | | Make sure the | +| | | | | area is | +| | | | | clear.The | +| | | | | device needs to | +| | | | | be present at | +| | | | | installation | +| | | | | location.The | +| | | | | device needs to | +| | | | | be registered | +| | | | | and activated | +| | | | | by the customer | +| | | | | prior to or at | +| | | | | time of | +| | | | | installation | +| | | | | The customer | +| | | | | transport | +| | | | | requirements | +| | | | | have been met | +| | | | | (see Technical | +| | | | | Guide for | +| | | | | requirements) | +| | | | | If the device | +| | | | | is determined | +| | | | | to be defective | +| | | | | during installa | +| | | | | tion/activation | +| | | | | , the | +| | | | | technician does | +| | | | | not have | +| | | | | additional | +| | | | | devices on | +| | | | | hand:¶ The | +| | | | | customer needs | +| | | | | to process a | +| | | | | Warranty | +| | | | | Exchange to | +| | | | | receive a | +| | | | | replacement | +| | | | | device.Review | +| | | | | Accessory BRE | +| | | | | processes, if | +| | | | | the install is | +| | | | | within 30 days | +| | | | | of the | +| | | | | purchase. ¶ | +| | | | | The technician | +| | | | | is available on | +| | | | | site until the | +| | | | | device is | +| | | | | active on the | +| | | | | network.¶ Back | +| | | | | to Top¶ | +| | | | | Buyer's Remorse | +| | | | | Exchange (BRE) | +| | | | | ¶ ¶ ¶ | +| | | | | Business and | +| | | | | FirstNet | +| | | | | Customers have | +| | | | | a 30 day window | +| | | | | to return the | +| | | | | device for a | +| | | | | full refund. | +| | | | | After 30 days, | +| | | | | the Business | +| | | | | and FirstNet | +| | | | | Customers | +| | | | | cannot return | +| | | | | the device for | +| | | | | a refund. After | +| | | | | the BRExchange | +| | | | | period for | +| | | | | Business | +| | | | | FirstNet | +| | | | | customers (30 | +| | | | | days) the | +| | | | | customer may | +| | | | | request a | +| | | | | Warranty | +| | | | | Exchange as a | +| | | | | replacement if | +| | | | | defective or | +| | | | | damaged. BRE | +| | | | | (exchange) | +| | | | | process for | +| | | | | Cell Booster | +| | | | | Products: There | +| | | | | is no custom | +| | | | | BRE flow for | +| | | | | Cell Booster | +| | | | | products. Reps | +| | | | | will need to | +| | | | | process return | +| | | | | and order a new | +| | | | | device to | +| | | | | fulfill an | +| | | | | exchange as per | +| | | | | the below: ¶ | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster: Cell | +| | | | | Booster can be | +| | | | | exchanged in | +| | | | | Retail Store | +| | | | | since AT&T | +| | | | | Retail Stores | +| | | | | carry inventory | +| | | | | in the Store. | +| | | | | In OPUS Retail, | +| | | | | there is a 2 | +| | | | | step process | +| | | | | for BRE. Rep | +| | | | | has to process | +| | | | | the device | +| | | | | return first | +| | | | | and then | +| | | | | purchase new | +| | | | | device. In | +| | | | | Retail, Manager | +| | | | | can do an | +| | | | | override to | +| | | | | reset the value | +| | | | | so customer is | +| | | | | not charged for | +| | | | | new device. | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | purchased | +| | | | | Online/DF | +| | | | | channels. Cell | +| | | | | Booster Pro an | +| | | | | all Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | cannot be | +| | | | | exchanged in | +| | | | | AT&T Retail | +| | | | | Stores since | +| | | | | Stores will not | +| | | | | carry this | +| | | | | inventory (only | +| | | | | Cell Booster is | +| | | | | stocked in | +| | | | | Retail Stores). | +| | | | | To process BRE, | +| | | | | Rep will need | +| | | | | to advise | +| | | | | customer to | +| | | | | return the | +| | | | | existing device | +| | | | | /accessory via | +| | | | | online return | +| | | | | process and | +| | | | | then rep can | +| | | | | order a new dev | +| | | | | ice/accessory | +| | | | | once return has | +| | | | | been processed. | +| | | | | Customer will | +| | | | | receive refund | +| | | | | for the initial | +| | | | | device once | +| | | | | return is | +| | | | | received and | +| | | | | processed by | +| | | | | AT&T.¶ If | +| | | | | Installation | +| | | | | was Ordered | +| | | | | Then But not | +| | | | | installed on | +| | | | | the original | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Submi | +| | | | | t an Unable to | +| | | | | Complete | +| | | | | Transaction. ¶ | +| | | | | Perform the | +| | | | | BRExchange and | +| | | | | order an | +| | | | | installation | +| | | | | during the | +| | | | | flow. ¶ Follow | +| | | | | rescheduling | +| | | | | installation | +| | | | | process. ¶ And | +| | | | | install | +| | | | | completed on | +| | | | | the original | +| | | | | device, and the | +| | | | | customer | +| | | | | declines to | +| | | | | self-install | +| | | | | the new device | +| | | | | Order an | +| | | | | installation | +| | | | | for the new | +| | | | | device during | +| | | | | the BRExchange | +| | | | | flow. Heads | +| | | | | up: the | +| | | | | customer should | +| | | | | be billed for | +| | | | | this if pro- | +| | | | | install was not | +| | | | | included | +| | | | | initially. But | +| | | | | not installed, | +| | | | | and the | +| | | | | customer | +| | | | | activated the | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Credi | +| | | | | t the customer | +| | | | | for the | +| | | | | installation | +| | | | | charge.¶ See | +| | | | | Clarify Credits | +| | | | | and Adjustments | +| | | | | Policy and | +| | | | | Submission | +| | | | | Process - | +| | | | | BCSS.¶ Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | But not | +| | | | | installed, and | +| | | | | the device was | +| | | | | not activated | +| | | | | by the customer | +| | | | | ¶ Re-schedule | +| | | | | the existing | +| | | | | installation | +| | | | | appointment to | +| | | | | coincide with | +| | | | | the delivery of | +| | | | | the new | +| | | | | device.Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | They will be | +| | | | | charged for the | +| | | | | exchanged | +| | | | | device.To | +| | | | | return the | +| | | | | device in the | +| | | | | original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Inform the | +| | | | | customer they | +| | | | | will be | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Back to Top¶ | +| | | | | Returns ¶ ¶ ¶ | +| | | | | If a customer | +| | | | | is not | +| | | | | satisfied with | +| | | | | the Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro, | +| | | | | they may return | +| | | | | the device.¶ ¶ | +| | | | | Advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device in the | +| | | | | customer Web | +| | | | | portal | +| | | | | accessible:¶ ¶ | +| | | | | att.com/cellboo | +| | | | | ster To return | +| | | | | the device in | +| | | | | the original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents | +| | | | | Source: | +| | | | | Content: to | +| | | | | the new | +| | | | | location.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | the customer | +| | | | | contacts their | +| | | | | AT&T account | +| | | | | manager to add | +| | | | | the device to | +| | | | | the existing | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (pseudo CTN) at | +| | | | | that address | +| | | | | location, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Has | +| | | | | billing | +| | | | | issues/concerns | +| | | | | Assist the | +| | | | | customer with | +| | | | | billing issues. | +| | | | | For more | +| | | | | information on | +| | | | | device price, | +| | | | | features, and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS. | +| | | | | Wants to | +| | | | | complete a | +| | | | | Warranty | +| | | | | Exchange ¶ | +| | | | | Bridge the | +| | | | | customer to | +| | | | | BMTS using the | +| | | | | Directory Tool. | +| | | | | After the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | process: if | +| | | | | there's a | +| | | | | Professional | +| | | | | Installation | +| | | | | needed - please | +| | | | | follow below | +| | | | | steps. Note: | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro. ¶ | +| | | | | ¶ The | +| | | | | installation | +| | | | | option will | +| | | | | automatically | +| | | | | pop up in the | +| | | | | buy OPUS flow. | +| | | | | Users also have | +| | | | | the option to | +| | | | | place an | +| | | | | install only | +| | | | | order, | +| | | | | Professional | +| | | | | Installation is | +| | | | | offered with a | +| | | | | onetime charge | +| | | | | fee. When the | +| | | | | installation | +| | | | | option is | +| | | | | selected, the | +| | | | | user will be | +| | | | | presented | +| | | | | installation | +| | | | | scheduling | +| | | | | screens to | +| | | | | include:¶ | +| | | | | Customer | +| | | | | requested due | +| | | | | date (minimum | +| | | | | 10 business | +| | | | | days from order | +| | | | | date)Customer | +| | | | | contact name, | +| | | | | number, and | +| | | | | email address | +| | | | | Customer | +| | | | | location for | +| | | | | installation¶ | +| | | | | ¶ Advises you | +| | | | | they had the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | installed by | +| | | | | AT&T, but it is | +| | | | | not working and | +| | | | | requests for a | +| | | | | technician to | +| | | | | return to | +| | | | | location Wants | +| | | | | to set-up a | +| | | | | Premier account | +| | | | | ¶ Refer to the | +| | | | | Premier Login | +| | | | | Assistance - | +| | | | | BCSS. Reminder: | +| | | | | Small Business | +| | | | | customers use | +| | | | | MyATT.COM.¶ ¶ | +| | | | | Select | +| | | | | Determining if | +| | | | | a Premier Site | +| | | | | Exist to | +| | | | | determine if | +| | | | | the customer | +| | | | | has an existing | +| | | | | Premier Site.¶ | +| | | | | ¶ If yes, | +| | | | | assist the | +| | | | | customer with | +| | | | | resetting | +| | | | | existing logins | +| | | | | and/or | +| | | | | passwords for | +| | | | | Premier Online | +| | | | | Care.If no, | +| | | | | assist the | +| | | | | customer with a | +| | | | | New Premier | +| | | | | Site Build | +| | | | | Request.¶ Has | +| | | | | self-installed | +| | | | | device status | +| | | | | questions ¶ | +| | | | | Log into TORCH, | +| | | | | via Link | +| | | | | Center.Enter | +| | | | | the Serial | +| | | | | Number/EID or | +| | | | | query by the | +| | | | | customer's | +| | | | | mobile number | +| | | | | input during | +| | | | | Cell Booster re | +| | | | | gistration.Sele | +| | | | | ct Device | +| | | | | Status.¶ If | +| | | | | Customer Owned | +| | | | | is Set to Then | +| | | | | Yes Transfer | +| | | | | the customer to | +| | | | | BMTS using the | +| | | | | Directory Tool. | +| | | | | Has an AT&T | +| | | | | Owned Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro and | +| | | | | needs technical | +| | | | | assistance No | +| | | | | Transfer the | +| | | | | customer to BM | +| | | | | IoT using the | +| | | | | Directory Tool | +| | | | | and enter PIN | +| | | | | 08674. Is on a | +| | | | | FirstNet | +| | | | | certified | +| | | | | device using a | +| | | | | FN SIM and they | +| | | | | are attempting | +| | | | | to connect to | +| | | | | Cell Booster | +| | | | | Pro ¶ Heads | +| | | | | up: Cell | +| | | | | Booster Pro | +| | | | | supports Band | +| | | | | 14 therefore | +| | | | | customers with | +| | | | | FirstNet SIMs | +| | | | | or AT&T Orange | +| | | | | SIMs are | +| | | | | supported. | +| | | | | Verify the | +| | | | | customer is | +| | | | | using one of | +| | | | | the following | +| | | | | certified | +| | | | | devices:¶ ¶ | +| | | | | Corning | +| | | | | SpiderCloudfALU | +| | | | | MS-MCI 9962 | +| | | | | (AT&T MetroCell | +| | | | | )Ericsson mRBS | +| | | | | 6501Nokia | +| | | | | Flexizone SBO | +| | | | | (Single Band | +| | | | | Operation)Nokia | +| | | | | Flexizone MBO | +| | | | | (Multi Band | +| | | | | Operation)¶ | +| | | | | Back to Top¶ | +| | | | | Order | +| | | | | Professional | +| | | | | Install Only ¶ | +| | | | | ¶ ¶ | +| | | | | Standard hours | +| | | | | for an | +| | | | | installation is | +| | | | | Monday - | +| | | | | Friday, between | +| | | | | 8 a.m. - 5 | +| | | | | p.m., in the | +| | | | | customer's time | +| | | | | zone. Unless | +| | | | | otherwise | +| | | | | agreed to in | +| | | | | advance by both | +| | | | | parties, all | +| | | | | work will be | +| | | | | performed | +| | | | | during normal | +| | | | | business (9am – | +| | | | | 5 pm Monday | +| | | | | through Friday, | +| | | | | excluding | +| | | | | holidays). | +| | | | | OPUS does not | +| | | | | block off calen | +| | | | | dar/company | +| | | | | holidays:¶ Do | +| | | | | not schedule an | +| | | | | install | +| | | | | appointment for | +| | | | | a date that | +| | | | | falls on a cale | +| | | | | ndar/company | +| | | | | holiday.¶ | +| | | | | Enter special | +| | | | | instructions in | +| | | | | the Message for | +| | | | | Technician | +| | | | | field (using 75 | +| | | | | characters or | +| | | | | less):¶ Enter | +| | | | | information | +| | | | | about the | +| | | | | person who will | +| | | | | be on-site for | +| | | | | the | +| | | | | installation | +| | | | | into the | +| | | | | Contact | +| | | | | Information | +| | | | | section.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | phone number in | +| | | | | the Seller | +| | | | | Information | +| | | | | table. Once | +| | | | | the order is | +| | | | | submitted, the | +| | | | | information | +| | | | | entered on the | +| | | | | Installation | +| | | | | Information | +| | | | | page cannot be | +| | | | | updated:¶ If | +| | | | | an error was | +| | | | | made, cancel, | +| | | | | and reorder the | +| | | | | installation | +| | | | | appointment.¶ | +| | | | | BMTS should | +| | | | | follow PIWIL | +| | | | | (play it where | +| | | | | it lands) and | +| | | | | should be | +| | | | | familiar with | +| | | | | Ordering | +| | | | | Professional | +| | | | | Installation | +| | | | | process. For | +| | | | | any issues | +| | | | | BMTS, may | +| | | | | engage BMC or | +| | | | | Enhanced Care | +| | | | | to order an | +| | | | | installation | +| | | | | only for a | +| | | | | warranty | +| | | | | exchange | +| | | | | replacement | +| | | | | device. Note: | +| | | | | If customers | +| | | | | order in | +| | | | | Premier or | +| | | | | myATT.com, they | +| | | | | can request an | +| | | | | Install only | +| | | | | order when | +| | | | | calling into | +| | | | | Business Care | +| | | | | or Business | +| | | | | Sales or via | +| | | | | their account | +| | | | | rep. The | +| | | | | customer should | +| | | | | confirm that a | +| | | | | device has been | +| | | | | ordered and | +| | | | | BMTS / BMC / | +| | | | | Enhanced Care | +| | | | | should ask the | +| | | | | customer to | +| | | | | provide their | +| | | | | order number. | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for CRU’s | +| | | | | purchasing. The | +| | | | | installation | +| | | | | option will | +| | | | | automatically | +| | | | | pop up in the | +| | | | | OPUS buy flow | +| | | | | and users have | +| | | | | the option to | +| | | | | also place an | +| | | | | install only | +| | | | | order. The | +| | | | | Professional | +| | | | | Installation I | +| | | | | offered at a | +| | | | | onetime charge | +| | | | | fee Source: | +| | | | | Content: using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Restocking fees | +| | | | | apply. Inform | +| | | | | the customer | +| | | | | they are | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Cancel Service¶ | +| | | | | ¶ If a | +| | | | | customer | +| | | | | requests to | +| | | | | cancel their | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro Service, | +| | | | | advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device via the | +| | | | | customer Web | +| | | | | portal.¶ ¶ at | +| | | | | t.com/cellboost | +| | | | | er Use the | +| | | | | mobile | +| | | | | app/portal to | +| | | | | select the | +| | | | | location and | +| | | | | device and | +| | | | | select | +| | | | | disconnect on | +| | | | | the device | +| | | | | screen. Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro | +| | | | | devices do not | +| | | | | have service | +| | | | | plans or any | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charges, | +| | | | | therefore there | +| | | | | is no billing | +| | | | | impact to | +| | | | | disconnecting. | +| | | | | ETFs (early | +| | | | | termination | +| | | | | fees) do not | +| | | | | apply. | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment ¶ | +| | | | | ¶ ¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to | +| | | | | change/cancel | +| | | | | their | +| | | | | installation | +| | | | | appointment, | +| | | | | bridge the call | +| | | | | to Cell Booster | +| | | | | or Cell Booster | +| | | | | Pro using the | +| | | | | speed dial | +| | | | | located in the | +| | | | | Directory Tool | +| | | | | and remain on | +| | | | | the line until | +| | | | | the | +| | | | | change/cancel | +| | | | | request is | +| | | | | completed.¶ ¶ | +| | | | | Enhanced Care ¶ | +| | | | | ¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to change or | +| | | | | cancel their | +| | | | | installation | +| | | | | appointment | +| | | | | during SMART | +| | | | | Chat hours of | +| | | | | operation:¶ ¶ | +| | | | | Open SMART | +| | | | | Chat. Log in | +| | | | | via AT&T Global | +| | | | | Logon. Select | +| | | | | the Agent tab. | +| | | | | Select | +| | | | | Workgroup to | +| | | | | Chat: Abfs- | +| | | | | dispatch. | +| | | | | Select Request | +| | | | | Type: Dispatch. | +| | | | | Select Purpose: | +| | | | | Time Reporting. | +| | | | | Select the | +| | | | | Center. SMART | +| | | | | Chat Hours of | +| | | | | Operation - ET | +| | | | | If the Customer | +| | | | | is Located in | +| | | | | Then 8 a.m. - | +| | | | | 6 p.m. AL, TN, | +| | | | | FL, GA, KY, LA, | +| | | | | MI, NC, SC | +| | | | | Select Non-Tech | +| | | | | 9 States > | +| | | | | Chat. 7:30 | +| | | | | a.m. - 8 p.m. | +| | | | | All other | +| | | | | states Select | +| | | | | Non-Tech 41 | +| | | | | States > Chat. | +| | | | | ¶ Access the | +| | | | | ESS Dashboard.S | +| | | | | elect AT&T | +| | | | | MetroCell from | +| | | | | the drop-down | +| | | | | menu.Press | +| | | | | Ctrl+F and | +| | | | | enter the | +| | | | | company name in | +| | | | | the search | +| | | | | field.Capture | +| | | | | the CSO/SSO | +| | | | | ticket number.¶ | +| | | | | ¶ If the | +| | | | | customer is | +| | | | | requesting to:¶ | +| | | | | ¶ Cancel their | +| | | | | installation | +| | | | | appointment - | +| | | | | Proceed to step | +| | | | | 8.Change their | +| | | | | installation | +| | | | | appointment - | +| | | | | Proceed to step | +| | | | | 9.¶ ¶ Cancel | +| | | | | Install | +| | | | | Appointment | +| | | | | Heads Up: | +| | | | | Installation | +| | | | | charges will | +| | | | | hit the | +| | | | | customer bill. | +| | | | | If customer | +| | | | | cancels the | +| | | | | install, a | +| | | | | credit should | +| | | | | be issued once | +| | | | | the bill with | +| | | | | the charges is | +| | | | | rendered ¶ ¶ | +| | | | | In the chat | +| | | | | field, enter:¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket #OPUS | +| | | | | order | +| | | | | numberCancel | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | installation | +| | | | | appointment per | +| | | | | customer | +| | | | | request¶ ¶ | +| | | | | Provide | +| | | | | confirmation to | +| | | | | the caller the | +| | | | | installation | +| | | | | appointment is | +| | | | | cancelled and | +| | | | | close the | +| | | | | call.¶ ¶ | +| | | | | Change Install | +| | | | | Appointment¶ ¶ | +| | | | | In the chat | +| | | | | field, enter:¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket #OPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install dateNew | +| | | | | install date | +| | | | | requested¶ ¶ | +| | | | | Provide the | +| | | | | caller with the | +| | | | | new | +| | | | | installation | +| | | | | date/time and | +| | | | | close the | +| | | | | call.¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to change or | +| | | | | cancel their | +| | | | | installation | +| | | | | appointment | +| | | | | after SMART | +| | | | | Chat hours of | +| | | | | operation:¶ ¶ | +| | | | | Create a | +| | | | | commitment. | +| | | | | When you | +| | | | | receive | +| | | | | confirmation | +| | | | | from the | +| | | | | appropriate | +| | | | | team, call or | +| | | | | email the | +| | | | | customer to | +| | | | | confirm the | +| | | | | appointment was | +| | | | | set and close | +| | | | | the commitment. | +| | | | | If After Hours | +| | | | | and the | +| | | | | Customer is | +| | | | | Located in | +| | | | | Then Include | +| | | | | in the E-mail | +| | | | | Change Install | +| | | | | Appointment | +| | | | | Cancel Install | +| | | | | Appointment | +| | | | | AL, TN, FL, GA, | +| | | | | KY, LA, MI, NC, | +| | | | | SC Email BCS | +| | | | | Ops Dispatch. | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket | +| | | | | numberOPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install dateNew | +| | | | | install date re | +| | | | | questedRequest | +| | | | | Confirmation | +| | | | | response email | +| | | | | from this team¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket | +| | | | | numberOPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install | +| | | | | dateCancel Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | installation | +| | | | | appointment per | +| | | | | customer | +| | | | | requestRequest | +| | | | | Confirmation | +| | | | | response email | +| | | | | from this team¶ | +| | | | | All other | +| | | | | states Email | +| | | | | BCC STATUS. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 48 | [] | What does | The AT&T | Content: Cell | +| | | the AT&T | Cell Booster | Booster Pro | +| | | Cell Booster | App allows | Only) | +| | | App allow | customers to | Customers that | +| | | customers to | register and | activate a Cell | +| | | do? | activate a | Booster Pro | +| | | | new AT&T | will have | +| | | | Cell | access to view | +| | | | Booster, | performance | +| | | | manage | reports. This | +| | | | registered | feature allows | +| | | | devices, | customers to | +| | | | add/delete | see a 13-month | +| | | | location | report that | +| | | | address, | displays | +| | | | disconnect | wireless usage | +| | | | device, | for that Cell | +| | | | manage | Booster Pro | +| | | | notification | Performance | +| | | | settings, | Reports will | +| | | | and | only be | +| | | | add/delete | displayed for | +| | | | secondary | Cell Booster | +| | | | admin user. | Pro and not | +| | | | (Source: | available for | +| | | | context) | Cell Booster. | +| | | | | To access the | +| | | | | performance | +| | | | | reports, from | +| | | | | the Home page, | +| | | | | click Settings | +| | | | | > Performance | +| | | | | Reports. ¶ | +| | | | | Back to Top ¶ | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) The | +| | | | | AT&T Cell | +| | | | | Booster | +| | | | | app/portal is | +| | | | | the primary | +| | | | | portal for | +| | | | | customers to | +| | | | | use to activate | +| | | | | and manage | +| | | | | their Cell | +| | | | | Booster device. | +| | | | | For troubleshoo | +| | | | | ting, agents | +| | | | | can impersonate | +| | | | | or mimic the | +| | | | | customer in the | +| | | | | app/portal and | +| | | | | have access to | +| | | | | the same view | +| | | | | and functions | +| | | | | as the | +| | | | | customer.¶ To | +| | | | | access the | +| | | | | customer | +| | | | | app/portal, the | +| | | | | agent will | +| | | | | query the | +| | | | | customer using | +| | | | | the customer's | +| | | | | existing Login | +| | | | | ID used to | +| | | | | access the Cell | +| | | | | Booster | +| | | | | app/portal. | +| | | | | Follow the | +| | | | | steps below to | +| | | | | impersonate | +| | | | | using the | +| | | | | Impersonation | +| | | | | Tool:¶ ¶ | +| | | | | Access the | +| | | | | tool: https://c | +| | | | | ellbooster.aws. | +| | | | | cloud.att.com/s | +| | | | | upportContent/i | +| | | | | ndex.html | +| | | | | Login using | +| | | | | AT&T Global | +| | | | | Login Select | +| | | | | the Customer | +| | | | | Type from the | +| | | | | drop-down: | +| | | | | Customer, | +| | | | | Business or | +| | | | | FirstNet | +| | | | | Customer Type - | +| | | | | Screenshot. | +| | | | | Input the Login | +| | | | | ID and click | +| | | | | Impersonate to | +| | | | | see all Cell | +| | | | | Boosters | +| | | | | associated with | +| | | | | the customer | +| | | | | profile Login | +| | | | | ID - | +| | | | | Screenshot.¶ | +| | | | | If the user has | +| | | | | a registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear | +| | | | | Registered User | +| | | | | - Screenshot.If | +| | | | | the user does | +| | | | | not have a | +| | | | | registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear Non- | +| | | | | Registered User | +| | | | | - Screenshot.¶ | +| | | | | Note: The | +| | | | | customer must | +| | | | | accept the | +| | | | | Terms and | +| | | | | Conditions when | +| | | | | registering | +| | | | | their first | +| | | | | device. The | +| | | | | agent cannot | +| | | | | perform this on | +| | | | | behalf of the | +| | | | | user. The Terms | +| | | | | and Conditions | +| | | | | need to be | +| | | | | accepted before | +| | | | | an agent can | +| | | | | perform any | +| | | | | impersonation. | +| | | | | ¶ ¶ Login | +| | | | | ID:¶ ¶ Agents | +| | | | | should see the | +| | | | | Login ID | +| | | | | associated to | +| | | | | the user in | +| | | | | TSRM. The Login | +| | | | | ID will be | +| | | | | returned to | +| | | | | TSRM UI (via | +| | | | | ISSAC WF) when | +| | | | | the agent | +| | | | | queries the | +| | | | | Cell Booster | +| | | | | Portal data by | +| | | | | mobile number | +| | | | | or serial | +| | | | | number. The | +| | | | | Login ID will | +| | | | | also be | +| | | | | displayed in | +| | | | | Torch under | +| | | | | Device | +| | | | | Information | +| | | | | under the | +| | | | | Customer Login | +| | | | | ID field. TORCH | +| | | | | Login ID - | +| | | | | Screenshot The | +| | | | | agent can ask | +| | | | | the customer or | +| | | | | search via any | +| | | | | HALO tools | +| | | | | What if the | +| | | | | user's Login ID | +| | | | | has changed?¶ | +| | | | | The user or | +| | | | | Admin will have | +| | | | | to go into the | +| | | | | Cell Booster | +| | | | | Portal and add | +| | | | | another admin | +| | | | | user with the | +| | | | | new Login ID | +| | | | | and delete the | +| | | | | existing | +| | | | | user/admin¶ | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support ¶ | +| | | | | Roles¶ ¶ | +| | | | | BMC/BME General | +| | | | | Care can assist | +| | | | | customers with | +| | | | | general AT&T | +| | | | | Cell Booster | +| | | | | inquiries and | +| | | | | billing | +| | | | | support¶ ¶ | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing an | +| | | | | issue with | +| | | | | their AT&T Cell | +| | | | | Booster to BMTS | +| | | | | using the | +| | | | | Directory Tool¶ | +| | | | | BMTS provides | +| | | | | troubleshooting | +| | | | | assistance for | +| | | | | all AT&T Cell | +| | | | | Booster issues | +| | | | | using the AT&T | +| | | | | Cell Booster | +| | | | | Technical Guide | +| | | | | script (TS&R - | +| | | | | Troubleshoot & | +| | | | | Resolve Tool - | +| | | | | ETA TBD)¶ For | +| | | | | more | +| | | | | information on | +| | | | | troubleshooting | +| | | | | connectivity | +| | | | | issues, refer | +| | | | | to AT&T Cell | +| | | | | Booster: | +| | | | | Broadband | +| | | | | Internet | +| | | | | Connectivity Tr | +| | | | | oubleshooting¶ | +| | | | | ¶ Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: re- | +| | | | | register their | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro at | +| | | | | a given | +| | | | | location. Also, | +| | | | | customers | +| | | | | cannot | +| | | | | mix/match Cell | +| | | | | Boosters and | +| | | | | Cell Boosters | +| | | | | Pros. ¶ ¶ Add | +| | | | | Another Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | Existing | +| | | | | Location (only | +| | | | | pertains to | +| | | | | customers with | +| | | | | multiple Cell | +| | | | | Boosters)¶ ¶ | +| | | | | From the Home | +| | | | | page, select | +| | | | | the location | +| | | | | where the | +| | | | | additional Cell | +| | | | | Booster will be | +| | | | | added. The | +| | | | | location is | +| | | | | listed at the | +| | | | | top of the | +| | | | | app/portal in | +| | | | | the top blue | +| | | | | circles. Once | +| | | | | the location is | +| | | | | selected, click | +| | | | | + sign to add | +| | | | | the additional | +| | | | | Cell Booster. | +| | | | | The customer | +| | | | | will be | +| | | | | prompted to | +| | | | | register the | +| | | | | device, the | +| | | | | customers | +| | | | | location will | +| | | | | be pre- | +| | | | | populated since | +| | | | | there is | +| | | | | already a | +| | | | | registered | +| | | | | device The | +| | | | | following | +| | | | | fields will | +| | | | | need to be | +| | | | | filled out:¶ | +| | | | | First NameLast | +| | | | | NameSerial | +| | | | | Number of Cell | +| | | | | Booster; the | +| | | | | customer can | +| | | | | scan the QR | +| | | | | code via mobile | +| | | | | however option | +| | | | | is not | +| | | | | available via | +| | | | | the we appAT&T | +| | | | | mobile phone | +| | | | | numberPreferred | +| | | | | emailCell | +| | | | | Booster | +| | | | | Nickname¶ | +| | | | | Note: The first | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | configuration | +| | | | | type (AT&T or | +| | | | | FirstNet) | +| | | | | selected for a | +| | | | | location will | +| | | | | apply to all | +| | | | | subsequent Cell | +| | | | | Booster Pro’s | +| | | | | added to the | +| | | | | same location. | +| | | | | The drop-down | +| | | | | list for | +| | | | | configuration | +| | | | | type will not | +| | | | | be displayed | +| | | | | for the 2nd and | +| | | | | 3rd Cell | +| | | | | Booster Pro's | +| | | | | added to a | +| | | | | location. User | +| | | | | cannot mix and | +| | | | | match Cell | +| | | | | Booster and | +| | | | | AT&T configured | +| | | | | Cell Booster | +| | | | | Pro with a | +| | | | | FirstNet Cell | +| | | | | Booster Pro at | +| | | | | same location | +| | | | | address. | +| | | | | Adding a third | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Follow the same | +| | | | | steps listed | +| | | | | above, once a | +| | | | | third Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro is | +| | | | | added to a | +| | | | | location, the + | +| | | | | sign on the top | +| | | | | right corner | +| | | | | will be grayed | +| | | | | out and the | +| | | | | customer cannot | +| | | | | add additional | +| | | | | devices to the | +| | | | | given address. | +| | | | | Disconnect AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | From the Home | +| | | | | Page, scroll | +| | | | | down to see a | +| | | | | red Disconnect | +| | | | | button Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear: Are You | +| | | | | Sure - click | +| | | | | Yes to continue | +| | | | | the disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | will appear on | +| | | | | a new screen. | +| | | | | The customer | +| | | | | can also click | +| | | | | Cancel, if they | +| | | | | decide not to | +| | | | | disconnect the | +| | | | | device. Add | +| | | | | another user - | +| | | | | Admin function | +| | | | | The app/portal | +| | | | | admin feature | +| | | | | allows multiple | +| | | | | people to have | +| | | | | access to the | +| | | | | status and | +| | | | | management of a | +| | | | | designated Cell | +| | | | | Booster device. | +| | | | | The initial | +| | | | | customer | +| | | | | registering the | +| | | | | device can add | +| | | | | an additional | +| | | | | user as an | +| | | | | admin. Each | +| | | | | added admin can | +| | | | | add/delete | +| | | | | users as well. | +| | | | | Anyone added as | +| | | | | an admin will | +| | | | | have the same | +| | | | | permission | +| | | | | levels and view | +| | | | | access to the | +| | | | | designated Cell | +| | | | | Booster. | +| | | | | Additional | +| | | | | admins will | +| | | | | also receive | +| | | | | customer | +| | | | | notifications | +| | | | | and SMS (if | +| | | | | they opt-in). | +| | | | | To add an | +| | | | | admin:¶ ¶ | +| | | | | Select the Cell | +| | | | | Booster device | +| | | | | under the Home | +| | | | | Page by | +| | | | | clicking the | +| | | | | right arrow | +| | | | | Once selected, | +| | | | | select Admin | +| | | | | List under | +| | | | | Device Details | +| | | | | Click the blue | +| | | | | + sign to add | +| | | | | an admin Fill | +| | | | | out the | +| | | | | following | +| | | | | fields¶ Login | +| | | | | ID - this is | +| | | | | the myAT&T | +| | | | | Username that | +| | | | | users will use | +| | | | | to sign into | +| | | | | the | +| | | | | app/portalFirst | +| | | | | and Last | +| | | | | NamePhone | +| | | | | NumberContact | +| | | | | Email¶ | +| | | | | Recommend to | +| | | | | the customer to | +| | | | | have SMS and | +| | | | | Email | +| | | | | Notification | +| | | | | turned On > | +| | | | | click Save. | +| | | | | FirstNet Only: | +| | | | | Update Open / | +| | | | | Closed Access¶ | +| | | | | ¶ Open Access: | +| | | | | Any User can | +| | | | | attach to the | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro Closed | +| | | | | Access: Only | +| | | | | designated | +| | | | | users can | +| | | | | attach to the | +| | | | | Cell Booster | +| | | | | Pro. This is | +| | | | | restricted | +| | | | | access. The | +| | | | | User List will | +| | | | | appear for each | +| | | | | Cell Booster | +| | | | | Pro configured | +| | | | | as FirstNet. | +| | | | | FN users can | +| | | | | toggle between | +| | | | | Open and Closed | +| | | | | access after | +| | | | | they register | +| | | | | their device. | +| | | | | FirstNet Cell | +| | | | | Booster Pro | +| | | | | will initially | +| | | | | be registered | +| | | | | as Open Access. | +| | | | | Once | +| | | | | registered, | +| | | | | customer can | +| | | | | select the Cell | +| | | | | Booster Pro | +| | | | | from the Home | +| | | | | Page by | +| | | | | selecting the | +| | | | | right arrow | +| | | | | next to the | +| | | | | device. | +| | | | | Customer can | +| | | | | access the User | +| | | | | List option to | +| | | | | update their | +| | | | | Cell Booster | +| | | | | device to | +| | | | | Closed Access | +| | | | | and update the | +| | | | | User List. ¶ | +| | | | | ¶ FirstNet | +| | | | | Only: Add Users | +| | | | | to AT&T Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | On the User | +| | | | | List screen, | +| | | | | select to + | +| | | | | sign to add | +| | | | | additional | +| | | | | users to | +| | | | | whitelist | +| | | | | Customers will | +| | | | | fill out the | +| | | | | following | +| | | | | fields for each | +| | | | | user and the | +| | | | | select Save at | +| | | | | bottom of the | +| | | | | screen:¶ ¶ | +| | | | | First Name | +| | | | | Last Name | +| | | | | Phone User | +| | | | | will get a | +| | | | | Success message | +| | | | | when user is | +| | | | | successfully | +| | | | | added. Note: | +| | | | | Only AT&T | +| | | | | wireless | +| | | | | subscribers can | +| | | | | be added to | +| | | | | User List, | +| | | | | otherwise | +| | | | | customer will | +| | | | | get error if | +| | | | | they attempt to | +| | | | | input number | +| | | | | for customer | +| | | | | who has a | +| | | | | different | +| | | | | wireless | +| | | | | carrier. | +| | | | | Customer can | +| | | | | add additional | +| | | | | users by | +| | | | | clicking the + | +| | | | | sign on the | +| | | | | User List | +| | | | | screen. There | +| | | | | is no maximum | +| | | | | limit on users | +| | | | | that can be | +| | | | | added. ¶ ¶ | +| | | | | Disconnect | +| | | | | AT&T Cell | +| | | | | Booster ¶ If | +| | | | | the customer | +| | | | | wants to | +| | | | | disconnect | +| | | | | their device:¶ | +| | | | | ¶ From the | +| | | | | Home page, | +| | | | | scroll down to | +| | | | | see a red | +| | | | | Disconnect | +| | | | | button. Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear : Are | +| | | | | You Sure - | +| | | | | click Yes to | +| | | | | continue the | +| | | | | disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 49 | [] | What | Compatible | Content: Back | +| | | equipment is | equipment | to Top | +| | | compatible | with the | Requirements | +| | | with the | AT&T Cell | Equipment - | +| | | AT&T Cell | Booster | Compatible | +| | | Booster? | includes 5G | equipment | +| | | | Sub-6GHz, | includes the | +| | | | 5G+ | following: | +| | | | (mmWave), 4G | 5G Sub-6GHz, | +| | | | LTE, or LTE- | 5G+ (mmWave), | +| | | | capable | 4G LTE, or LTE- | +| | | | phones, | capable phones | +| | | | connected | Connected | +| | | | wearables, | Wearables, | +| | | | tablets and | Tablets and | +| | | | laptops, and | Laptops | +| | | | wireless | Wireless Home | +| | | | home phone. | Phone: | +| | | | (Source: | Premier, | +| | | | context) | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: 4072Q  | +| | | | | AT&T Cell | +| | | | | Booster Wall | +| | | | | Charger  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | 4843P  Netgear | +| | | | | Ethernet | +| | | | | Powerline  | +| | | | | $84.99 | +| | | | | Optional | +| | | | | **Professional | +| | | | | Installation is | +| | | | | not available | +| | | | | for Cell | +| | | | | Booster or for | +| | | | | IRU liability | +| | | | | types. Cell | +| | | | | Booster is Self | +| | | | | Install Only** | +| | | | |     | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | ++----+--------------+----------------+----------------+-------------------+ +| 50 | [] | Are the AT&T | Yes, the | Content: The | +| | | Cell Booster | AT&T Cell | AT&T Cell | +| | | compatible | Booster and | Booster and | +| | | with devices | Cell Booster | Cell Booster | +| | | like the | Pro are | Pro serve as a | +| | | Apple iPad? | compatible | small 4G LTE | +| | | | with devices | cell tower in | +| | | | like the | the home or | +| | | | Apple iPad | office that | +| | | | as long as | uses the | +| | | | they are 5G | customer's | +| | | | Sub-6GHz, | broadband | +| | | | 5G+ | Internet | +| | | | (mmWave), 4G | connection to | +| | | | LTE, or LTE- | carry the call | +| | | | capable | or data traffic | +| | | | phones, | to the AT&T | +| | | | connected | network when | +| | | | wearables, | customers | +| | | | tablets, and | experience | +| | | | laptops | difficulty with | +| | | | (Source: Spe | in-home | +| | | | cifications) | coverage. | +| | | | . | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: 4072Q  | +| | | | | AT&T Cell | +| | | | | Booster Wall | +| | | | | Charger  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | 4843P  Netgear | +| | | | | Ethernet | +| | | | | Powerline  | +| | | | | $84.99 | +| | | | | Optional | +| | | | | **Professional | +| | | | | Installation is | +| | | | | not available | +| | | | | for Cell | +| | | | | Booster or for | +| | | | | IRU liability | +| | | | | types. Cell | +| | | | | Booster is Self | +| | | | | Install Only** | +| | | | |     | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: View | +| | | | | the full | +| | | | | Accessories | +| | | | | List on | +| | | | | att.com. ¶ | +| | | | | Life happens. | +| | | | | Insure your | +| | | | | Apple device.¶ | +| | | | | ¶ Don't forget | +| | | | | to sign up for | +| | | | | AT&T Protect | +| | | | | Advantage. ¶ ¶ | +| | | | | AppleCare + is | +| | | | | available for | +| | | | | the Apple | +| | | | | iPhone 13¶ ¶ | +| | | | | ¶ ¶ | +| | | | | Disclaimers¶ ¶ | +| | | | | 1All battery | +| | | | | claims depend | +| | | | | on network | +| | | | | configuration | +| | | | | and many other | +| | | | | factors; actual | +| | | | | results will | +| | | | | vary. Battery | +| | | | | has limited | +| | | | | recharge cycles | +| | | | | and may | +| | | | | eventually need | +| | | | | to be replaced | +| | | | | by Apple | +| | | | | service | +| | | | | provider. | +| | | | | Battery life | +| | | | | and charge | +| | | | | cycles vary by | +| | | | | use and | +| | | | | settings. See a | +| | | | | pple.com/batter | +| | | | | ies and apple.c | +| | | | | om/iphone/batte | +| | | | | ry.html for | +| | | | | more | +| | | | | information.¶ | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 51 | [] | Can a | Yes, | Content: re- | +| | | customer | customers | register their | +| | | register and | can register | AT&T Cell | +| | | activate | and activate | Booster/Cell | +| | | more than | up to three | Booster Pro at | +| | | one AT&T | AT&T Cell | a given | +| | | Cell Booster | Booster | location. Also, | +| | | device? | devices at a | customers | +| | | | single | cannot | +| | | | location. | mix/match Cell | +| | | | However, | Boosters and | +| | | | they cannot | Cell Boosters | +| | | | mix and | Pros. ¶ ¶ Add | +| | | | match Cell | Another Cell | +| | | | Boosters and | Booster/Cell | +| | | | Cell Booster | Booster Pro to | +| | | | Pros at the | Existing | +| | | | same | Location (only | +| | | | location | pertains to | +| | | | address. | customers with | +| | | | (Source: | multiple Cell | +| | | | context) | Boosters)¶ ¶ | +| | | | | From the Home | +| | | | | page, select | +| | | | | the location | +| | | | | where the | +| | | | | additional Cell | +| | | | | Booster will be | +| | | | | added. The | +| | | | | location is | +| | | | | listed at the | +| | | | | top of the | +| | | | | app/portal in | +| | | | | the top blue | +| | | | | circles. Once | +| | | | | the location is | +| | | | | selected, click | +| | | | | + sign to add | +| | | | | the additional | +| | | | | Cell Booster. | +| | | | | The customer | +| | | | | will be | +| | | | | prompted to | +| | | | | register the | +| | | | | device, the | +| | | | | customers | +| | | | | location will | +| | | | | be pre- | +| | | | | populated since | +| | | | | there is | +| | | | | already a | +| | | | | registered | +| | | | | device The | +| | | | | following | +| | | | | fields will | +| | | | | need to be | +| | | | | filled out:¶ | +| | | | | First NameLast | +| | | | | NameSerial | +| | | | | Number of Cell | +| | | | | Booster; the | +| | | | | customer can | +| | | | | scan the QR | +| | | | | code via mobile | +| | | | | however option | +| | | | | is not | +| | | | | available via | +| | | | | the we appAT&T | +| | | | | mobile phone | +| | | | | numberPreferred | +| | | | | emailCell | +| | | | | Booster | +| | | | | Nickname¶ | +| | | | | Note: The first | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | configuration | +| | | | | type (AT&T or | +| | | | | FirstNet) | +| | | | | selected for a | +| | | | | location will | +| | | | | apply to all | +| | | | | subsequent Cell | +| | | | | Booster Pro’s | +| | | | | added to the | +| | | | | same location. | +| | | | | The drop-down | +| | | | | list for | +| | | | | configuration | +| | | | | type will not | +| | | | | be displayed | +| | | | | for the 2nd and | +| | | | | 3rd Cell | +| | | | | Booster Pro's | +| | | | | added to a | +| | | | | location. User | +| | | | | cannot mix and | +| | | | | match Cell | +| | | | | Booster and | +| | | | | AT&T configured | +| | | | | Cell Booster | +| | | | | Pro with a | +| | | | | FirstNet Cell | +| | | | | Booster Pro at | +| | | | | same location | +| | | | | address. | +| | | | | Adding a third | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Follow the same | +| | | | | steps listed | +| | | | | above, once a | +| | | | | third Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro is | +| | | | | added to a | +| | | | | location, the + | +| | | | | sign on the top | +| | | | | right corner | +| | | | | will be grayed | +| | | | | out and the | +| | | | | customer cannot | +| | | | | add additional | +| | | | | devices to the | +| | | | | given address. | +| | | | | Disconnect AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | From the Home | +| | | | | Page, scroll | +| | | | | down to see a | +| | | | | red Disconnect | +| | | | | button Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear: Are You | +| | | | | Sure - click | +| | | | | Yes to continue | +| | | | | the disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | will appear on | +| | | | | a new screen. | +| | | | | The customer | +| | | | | can also click | +| | | | | Cancel, if they | +| | | | | decide not to | +| | | | | disconnect the | +| | | | | device. Add | +| | | | | another user - | +| | | | | Admin function | +| | | | | The app/portal | +| | | | | admin feature | +| | | | | allows multiple | +| | | | | people to have | +| | | | | access to the | +| | | | | status and | +| | | | | management of a | +| | | | | designated Cell | +| | | | | Booster device. | +| | | | | The initial | +| | | | | customer | +| | | | | registering the | +| | | | | device can add | +| | | | | an additional | +| | | | | user as an | +| | | | | admin. Each | +| | | | | added admin can | +| | | | | add/delete | +| | | | | users as well. | +| | | | | Anyone added as | +| | | | | an admin will | +| | | | | have the same | +| | | | | permission | +| | | | | levels and view | +| | | | | access to the | +| | | | | designated Cell | +| | | | | Booster. | +| | | | | Additional | +| | | | | admins will | +| | | | | also receive | +| | | | | customer | +| | | | | notifications | +| | | | | and SMS (if | +| | | | | they opt-in). | +| | | | | To add an | +| | | | | admin:¶ ¶ | +| | | | | Select the Cell | +| | | | | Booster device | +| | | | | under the Home | +| | | | | Page by | +| | | | | clicking the | +| | | | | right arrow | +| | | | | Once selected, | +| | | | | select Admin | +| | | | | List under | +| | | | | Device Details | +| | | | | Click the blue | +| | | | | + sign to add | +| | | | | an admin Fill | +| | | | | out the | +| | | | | following | +| | | | | fields¶ Login | +| | | | | ID - this is | +| | | | | the myAT&T | +| | | | | Username that | +| | | | | users will use | +| | | | | to sign into | +| | | | | the | +| | | | | app/portalFirst | +| | | | | and Last | +| | | | | NamePhone | +| | | | | NumberContact | +| | | | | Email¶ | +| | | | | Recommend to | +| | | | | the customer to | +| | | | | have SMS and | +| | | | | Email | +| | | | | Notification | +| | | | | turned On > | +| | | | | click Save. | +| | | | | FirstNet Only: | +| | | | | Update Open / | +| | | | | Closed Access¶ | +| | | | | ¶ Open Access: | +| | | | | Any User can | +| | | | | attach to the | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro Closed | +| | | | | Access: Only | +| | | | | designated | +| | | | | users can | +| | | | | attach to the | +| | | | | Cell Booster | +| | | | | Pro. This is | +| | | | | restricted | +| | | | | access. The | +| | | | | User List will | +| | | | | appear for each | +| | | | | Cell Booster | +| | | | | Pro configured | +| | | | | as FirstNet. | +| | | | | FN users can | +| | | | | toggle between | +| | | | | Open and Closed | +| | | | | access after | +| | | | | they register | +| | | | | their device. | +| | | | | FirstNet Cell | +| | | | | Booster Pro | +| | | | | will initially | +| | | | | be registered | +| | | | | as Open Access. | +| | | | | Once | +| | | | | registered, | +| | | | | customer can | +| | | | | select the Cell | +| | | | | Booster Pro | +| | | | | from the Home | +| | | | | Page by | +| | | | | selecting the | +| | | | | right arrow | +| | | | | next to the | +| | | | | device. | +| | | | | Customer can | +| | | | | access the User | +| | | | | List option to | +| | | | | update their | +| | | | | Cell Booster | +| | | | | device to | +| | | | | Closed Access | +| | | | | and update the | +| | | | | User List. ¶ | +| | | | | ¶ FirstNet | +| | | | | Only: Add Users | +| | | | | to AT&T Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | On the User | +| | | | | List screen, | +| | | | | select to + | +| | | | | sign to add | +| | | | | additional | +| | | | | users to | +| | | | | whitelist | +| | | | | Customers will | +| | | | | fill out the | +| | | | | following | +| | | | | fields for each | +| | | | | user and the | +| | | | | select Save at | +| | | | | bottom of the | +| | | | | screen:¶ ¶ | +| | | | | First Name | +| | | | | Last Name | +| | | | | Phone User | +| | | | | will get a | +| | | | | Success message | +| | | | | when user is | +| | | | | successfully | +| | | | | added. Note: | +| | | | | Only AT&T | +| | | | | wireless | +| | | | | subscribers can | +| | | | | be added to | +| | | | | User List, | +| | | | | otherwise | +| | | | | customer will | +| | | | | get error if | +| | | | | they attempt to | +| | | | | input number | +| | | | | for customer | +| | | | | who has a | +| | | | | different | +| | | | | wireless | +| | | | | carrier. | +| | | | | Customer can | +| | | | | add additional | +| | | | | users by | +| | | | | clicking the + | +| | | | | sign on the | +| | | | | User List | +| | | | | screen. There | +| | | | | is no maximum | +| | | | | limit on users | +| | | | | that can be | +| | | | | added. ¶ ¶ | +| | | | | Disconnect | +| | | | | AT&T Cell | +| | | | | Booster ¶ If | +| | | | | the customer | +| | | | | wants to | +| | | | | disconnect | +| | | | | their device:¶ | +| | | | | ¶ From the | +| | | | | Home page, | +| | | | | scroll down to | +| | | | | see a red | +| | | | | Disconnect | +| | | | | button. Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear : Are | +| | | | | You Sure - | +| | | | | click Yes to | +| | | | | continue the | +| | | | | disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: | +| | | | | Booster | +| | | | | Location screen | +| | | | | will appear | +| | | | | asking for the | +| | | | | following | +| | | | | information | +| | | | | below. Once | +| | | | | complete, click | +| | | | | Next¶ Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | optional¶ On | +| | | | | the Confirm | +| | | | | Cell Booster | +| | | | | Info screen, | +| | | | | the customer is | +| | | | | to review the | +| | | | | fields they | +| | | | | just filled | +| | | | | out. If | +| | | | | anything needs | +| | | | | to be edited, | +| | | | | advise the | +| | | | | customer to | +| | | | | click the back | +| | | | | arrow on the | +| | | | | top left to | +| | | | | edit fields. If | +| | | | | all fields are | +| | | | | accurate, click | +| | | | | the Confirm | +| | | | | button. The | +| | | | | Registration | +| | | | | Successful | +| | | | | screen will | +| | | | | appear, advise | +| | | | | the customer to | +| | | | | click the Next | +| | | | | button at the | +| | | | | bottom of the | +| | | | | screen. Once | +| | | | | the device is | +| | | | | successfully | +| | | | | registered, the | +| | | | | customer will | +| | | | | be guided | +| | | | | through setup | +| | | | | and | +| | | | | installation | +| | | | | steps/screens | +| | | | | in the AT&T | +| | | | | Cell Booster | +| | | | | app or web | +| | | | | portal. The | +| | | | | first screen to | +| | | | | appear will be | +| | | | | Find the best | +| | | | | place for your | +| | | | | Cell Booster. | +| | | | | Advise the | +| | | | | customer that | +| | | | | once the device | +| | | | | is activated, | +| | | | | set it upright | +| | | | | or mount it to | +| | | | | a wall. Click | +| | | | | Next Locate | +| | | | | the yellow- | +| | | | | colored | +| | | | | Ethernet cable | +| | | | | in the box. | +| | | | | Once unwrapped, | +| | | | | connect one end | +| | | | | to the yellow | +| | | | | colored | +| | | | | Ethernet port. | +| | | | | Next, connect | +| | | | | the other end | +| | | | | of the Ethernet | +| | | | | cable to the | +| | | | | customer's | +| | | | | internet | +| | | | | gateway/router. | +| | | | | Push firmly on | +| | | | | each end of the | +| | | | | cable until it | +| | | | | clicks; click | +| | | | | Next. ¶ Heads | +| | | | | Up: If the | +| | | | | customer is not | +| | | | | sure which port | +| | | | | to use on their | +| | | | | internet | +| | | | | gateway/router, | +| | | | | any open | +| | | | | similar looking | +| | | | | port should | +| | | | | work and is | +| | | | | usually labeled | +| | | | | LAN¶ Attach | +| | | | | the GPS antenna | +| | | | | to the window | +| | | | | if one is | +| | | | | nearby. Make | +| | | | | sure the window | +| | | | | is clean so | +| | | | | that the | +| | | | | antenna adheres | +| | | | | securely, once | +| | | | | complete click | +| | | | | Next Plug the | +| | | | | power cable | +| | | | | into the Cell | +| | | | | Booster and | +| | | | | into a nearby | +| | | | | outlet. This is | +| | | | | the last step | +| | | | | to install and | +| | | | | once complete, | +| | | | | click Finish to | +| | | | | go to the Home | +| | | | | Page which will | +| | | | | display the | +| | | | | Cell Booster | +| | | | | under their | +| | | | | account. On | +| | | | | the Main page, | +| | | | | the customer | +| | | | | may see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about | +| | | | | 1min for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will displayed | +| | | | | Registered. ¶ | +| | | | | Note: The | +| | | | | customer will | +| | | | | get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with a summary | +| | | | | of their Cell | +| | | | | Booster | +| | | | | information | +| | | | | entered via the | +| | | | | mobile app or | +| | | | | portal.¶ Heads | +| | | | | Up: Cell | +| | | | | Booster Pro has | +| | | | | an optional | +| | | | | Power of | +| | | | | Ethernet | +| | | | | (POE)++ | +| | | | | splitter to | +| | | | | provide power | +| | | | | as an | +| | | | | alternative to | +| | | | | the power | +| | | | | supply. Note: | +| | | | | On the Main | +| | | | | Page, the | +| | | | | customers may | +| | | | | see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about 1 | +| | | | | minute for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will display | +| | | | | Registered. | +| | | | | Additional | +| | | | | Note: Customer | +| | | | | will get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with summary of | +| | | | | their Cell | +| | | | | Booster | +| | | | | information | +| | | | | input into | +| | | | | mobile app or | +| | | | | the portal. | +| | | | | After | +| | | | | registration | +| | | | | and set-up is | +| | | | | complete, AT&T | +| | | | | Cell Booster | +| | | | | will go through | +| | | | | an activation | +| | | | | sequence in the | +| | | | | Network. Device | +| | | | | activation can | +| | | | | take up to an | +| | | | | hour to | +| | | | | complete. The | +| | | | | customer will | +| | | | | receive an | +| | | | | email and SMS | +| | | | | notification | +| | | | | once the device | +| | | | | has complete | +| | | | | activation and | +| | | | | is enabled for | +| | | | | use. The device | +| | | | | LED's will turn | +| | | | | solid white in | +| | | | | the following | +| | | | | sequence as | +| | | | | steps are | +| | | | | completed: | +| | | | | Power > | +| | | | | Internet > GPS | +| | | | | > LTE > Status | +| | | | | Note: The | +| | | | | customer can | +| | | | | also check the | +| | | | | device status | +| | | | | in the portal | +| | | | | by selecting | +| | | | | the arrow next | +| | | | | to the device | +| | | | | on the Home | +| | | | | page to get | +| | | | | additional | +| | | | | status for that | +| | | | | device | +| | | | | including any | +| | | | | errors | +| | | | | encountered | +| | | | | during | +| | | | | activation. An | +| | | | | email or SMS | +| | | | | notification | +| | | | | will also be | +| | | | | sent to the | +| | | | | customer | +| | | | | showing the | +| | | | | progress as | +| | | | | well as if any | +| | | | | specific error | +| | | | | occur during | +| | | | | activation. ¶ | +| | | | | ¶ Activation | +| | | | | Failure¶ On | +| | | | | the Home page, | +| | | | | if the | +| | | | | activation | +| | | | | failed, a red | +| | | | | circle with an | +| | | | | exclamation | +| | | | | point will | +| | | | | appear on the | +| | | | | Cell Booster | +| | | | | image along | +| | | | | with the error | +| | | | | and | +| | | | | instructions. | +| | | | | The customer | +| | | | | should follow | +| | | | | the | +| | | | | instructions | +| | | | | provided to | +| | | | | resolve the | +| | | | | issue. Initial | +| | | | | troubleshooting | +| | | | | are always to | +| | | | | unplug the | +| | | | | power cord and | +| | | | | plug back in | +| | | | | (power cycle) | +| | | | | or to | +| | | | | disconnect the | +| | | | | device and | +| | | | | attempt | +| | | | | registration | +| | | | | again. ¶ ¶ | +| | | | | Back to Top | +| | | | | Location | +| | | | | Updates and | +| | | | | Disconnect | +| | | | | Adding or | +| | | | | Moving a Cell | +| | | | | Booster | +| | | | | Location¶ ¶ | +| | | | | The customer | +| | | | | can add another | +| | | | | location or | +| | | | | move their | +| | | | | device to | +| | | | | another | +| | | | | location | +| | | | | address from | +| | | | | the Home Page > | +| | | | | Add a location. | +| | | | | To add a | +| | | | | location, click | +| | | | | on the + sign | +| | | | | under My | +| | | | | Location on the | +| | | | | top left corner | +| | | | | of the | +| | | | | app/portal.¶ | +| | | | | The customer | +| | | | | will then need | +| | | | | to fill out the | +| | | | | following | +| | | | | fields then | +| | | | | click Next once | +| | | | | all fields are | +| | | | | filled out:¶ | +| | | | | Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | customer | +| | | | | chooses¶ ¶ To | +| | | | | move a device | +| | | | | to another | +| | | | | location, the | +| | | | | customer needs | +| | | | | to disconnect | +| | | | | the device at | +| | | | | their current | +| | | | | location. | +| | | | | Follow the | +| | | | | instructions | +| | | | | for Disconnect | +| | | | | AT&T Cell | +| | | | | Booster.¶ Once | +| | | | | disconnected, | +| | | | | the customer | +| | | | | can select the | +| | | | | location where | +| | | | | they want to | +| | | | | move their Cell | +| | | | | Booster and | +| | | | | click on the + | +| | | | | sign to add the | +| | | | | new location. | +| | | | | Follow the | +| | | | | instructions to | +| | | | | add a location. | +| | | | | ¶ Note: There | +| | | | | is a future | +| | | | | enhancement to | +| | | | | make a move | +| | | | | flow more | +| | | | | seamless. Until | +| | | | | then, the | +| | | | | customer will | +| | | | | need to | +| | | | | disconnect and | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 52 | [] | Can a | Yes, | Content: | +| | | customer use | customers | customer | +| | | the same | can use the | changes their | +| | | voice, SMS, | same voice, | plan. Audio | +| | | MMS, and | SMS, MMS, | and video | +| | | data | and data | streaming, | +| | | services | services | picture and | +| | | while on the | while on the | video | +| | | Cell Booster | Cell Booster | messaging, apps | +| | | that they | that they | and services, | +| | | can use | can use | as well as | +| | | while on the | while on the | other data | +| | | AT&T | AT&T | usage are | +| | | network? | network. | impacted and | +| | | | (Source: | may not be | +| | | | context) | fully | +| | | | | functional or | +| | | | | work at all. | +| | | | | Customers have | +| | | | | basic data use | +| | | | | for viewing a | +| | | | | Web page or | +| | | | | checking | +| | | | | e-mail. | +| | | | | Reduced speeds | +| | | | | and increased | +| | | | | latency cause | +| | | | | Web sites to | +| | | | | load more | +| | | | | slowly or | +| | | | | affect the | +| | | | | performance of | +| | | | | data-heavy | +| | | | | activities such | +| | | | | as interactive | +| | | | | gaming.¶ | +| | | | | Customers lose | +| | | | | their current | +| | | | | pool of | +| | | | | Rollover when | +| | | | | changing | +| | | | | plans.Bonus | +| | | | | Data moves to | +| | | | | the new plan as | +| | | | | long as the | +| | | | | customer still | +| | | | | meets the | +| | | | | qualification | +| | | | | for that | +| | | | | particular | +| | | | | bonus offer ¶ | +| | | | | Customers may | +| | | | | increase to | +| | | | | current MS | +| | | | | offer with | +| | | | | higher data | +| | | | | allowances to | +| | | | | resume data | +| | | | | speeds:¶ A | +| | | | | power cycle | +| | | | | should always | +| | | | | be performed by | +| | | | | all member of | +| | | | | the group to | +| | | | | ensure high- | +| | | | | speed data has | +| | | | | resumed ¶ | +| | | | | Managing Data | +| | | | | Usage | +| | | | | Customers can | +| | | | | check data | +| | | | | usage anytime | +| | | | | by dialing | +| | | | | *DATA# from | +| | | | | their | +| | | | | smartphone. To | +| | | | | get the most | +| | | | | out of the data | +| | | | | in their plan, | +| | | | | recommend | +| | | | | enabling Wi-Fi | +| | | | | on the device | +| | | | | and connecting | +| | | | | to the network | +| | | | | whenever | +| | | | | available:¶ | +| | | | | While connected | +| | | | | to Wi-Fi, data | +| | | | | activity over | +| | | | | Wi-Fi does not | +| | | | | count towards | +| | | | | the plan data | +| | | | | allowance ¶ | +| | | | | Use myAT&T, | +| | | | | att.com, or | +| | | | | att.com/biz, | +| | | | | throughout the | +| | | | | bill cycle to | +| | | | | monitor data | +| | | | | usage of each | +| | | | | user. Utilize | +| | | | | myAT&T and | +| | | | | att.com:¶ | +| | | | | Customers can | +| | | | | check data | +| | | | | usage and | +| | | | | disable/enable | +| | | | | data per | +| | | | | line.Change | +| | | | | pricing plan, | +| | | | | if needed, to | +| | | | | include more | +| | | | | data and resume | +| | | | | data speeds:¶ | +| | | | | A plan change | +| | | | | to increase | +| | | | | data for the | +| | | | | SDG may be made | +| | | | | using the | +| | | | | current date to | +| | | | | resume data | +| | | | | speeds | +| | | | | immediately. ¶ | +| | | | | ¶ ¶ ¶ | +| | | | | Troubleshooting | +| | | | | How can I tell | +| | | | | if my data | +| | | | | speeds have | +| | | | | been reduced | +| | | | | due to | +| | | | | exceeding my | +| | | | | monthly data?¶ | +| | | | | ¶ Reduced | +| | | | | Network Speeds | +| | | | | CONSRVMSA SOC | +| | | | | is added if a | +| | | | | customer data | +| | | | | is slowed. | +| | | | | Customers can | +| | | | | check there | +| | | | | data usage by | +| | | | | logging into | +| | | | | their myAT&T | +| | | | | account. If a | +| | | | | customer goes | +| | | | | over the data | +| | | | | amount in a | +| | | | | billing period, | +| | | | | data speeds for | +| | | | | all lines on | +| | | | | the account are | +| | | | | reduced to a | +| | | | | maximum of | +| | | | | 128kbps, and | +| | | | | AT&T Video Call | +| | | | | and AT&T | +| | | | | Advanced | +| | | | | Messaging for | +| | | | | Android devices | +| | | | | are disabled on | +| | | | | both the | +| | | | | wireless | +| | | | | network and Wi- | +| | | | | Fi for the | +| | | | | remainder of | +| | | | | the billing | +| | | | | period. Data | +| | | | | speeds | +| | | | | systematically | +| | | | | return to | +| | | | | normal at the | +| | | | | start of the | +| | | | | next billing | +| | | | | period. ¶ ¶ | +| | | | | Disclaimers: | +| | | | | 1MSA plans rate | +| | | | | and data | +| | | | | increase | +| | | | | effective July | +| | | | | 1, 2018.2MSA | +| | | | | Plus 65GB rate | +| | | | | plan for select | +| | | | | MSA 50GB | +| | | | | customers | +| | | | | effective | +| | | | | January 22, | +| | | | | 2019. Source: | +| | | | | Content: Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Customers that | +| | | | | activate a Cell | +| | | | | Booster Pro | +| | | | | will have | +| | | | | access to view | +| | | | | performance | +| | | | | reports. This | +| | | | | feature allows | +| | | | | customers to | +| | | | | see a 13-month | +| | | | | report that | +| | | | | displays | +| | | | | wireless usage | +| | | | | for that Cell | +| | | | | Booster Pro | +| | | | | Performance | +| | | | | Reports will | +| | | | | only be | +| | | | | displayed for | +| | | | | Cell Booster | +| | | | | Pro and not | +| | | | | available for | +| | | | | Cell Booster. | +| | | | | To access the | +| | | | | performance | +| | | | | reports, from | +| | | | | the Home page, | +| | | | | click Settings | +| | | | | > Performance | +| | | | | Reports. ¶ | +| | | | | Back to Top ¶ | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) The | +| | | | | AT&T Cell | +| | | | | Booster | +| | | | | app/portal is | +| | | | | the primary | +| | | | | portal for | +| | | | | customers to | +| | | | | use to activate | +| | | | | and manage | +| | | | | their Cell | +| | | | | Booster device. | +| | | | | For troubleshoo | +| | | | | ting, agents | +| | | | | can impersonate | +| | | | | or mimic the | +| | | | | customer in the | +| | | | | app/portal and | +| | | | | have access to | +| | | | | the same view | +| | | | | and functions | +| | | | | as the | +| | | | | customer.¶ To | +| | | | | access the | +| | | | | customer | +| | | | | app/portal, the | +| | | | | agent will | +| | | | | query the | +| | | | | customer using | +| | | | | the customer's | +| | | | | existing Login | +| | | | | ID used to | +| | | | | access the Cell | +| | | | | Booster | +| | | | | app/portal. | +| | | | | Follow the | +| | | | | steps below to | +| | | | | impersonate | +| | | | | using the | +| | | | | Impersonation | +| | | | | Tool:¶ ¶ | +| | | | | Access the | +| | | | | tool: https://c | +| | | | | ellbooster.aws. | +| | | | | cloud.att.com/s | +| | | | | upportContent/i | +| | | | | ndex.html | +| | | | | Login using | +| | | | | AT&T Global | +| | | | | Login Select | +| | | | | the Customer | +| | | | | Type from the | +| | | | | drop-down: | +| | | | | Customer, | +| | | | | Business or | +| | | | | FirstNet | +| | | | | Customer Type - | +| | | | | Screenshot. | +| | | | | Input the Login | +| | | | | ID and click | +| | | | | Impersonate to | +| | | | | see all Cell | +| | | | | Boosters | +| | | | | associated with | +| | | | | the customer | +| | | | | profile Login | +| | | | | ID - | +| | | | | Screenshot.¶ | +| | | | | If the user has | +| | | | | a registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear | +| | | | | Registered User | +| | | | | - Screenshot.If | +| | | | | the user does | +| | | | | not have a | +| | | | | registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear Non- | +| | | | | Registered User | +| | | | | - Screenshot.¶ | +| | | | | Note: The | +| | | | | customer must | +| | | | | accept the | +| | | | | Terms and | +| | | | | Conditions when | +| | | | | registering | +| | | | | their first | +| | | | | device. The | +| | | | | agent cannot | +| | | | | perform this on | +| | | | | behalf of the | +| | | | | user. The Terms | +| | | | | and Conditions | +| | | | | need to be | +| | | | | accepted before | +| | | | | an agent can | +| | | | | perform any | +| | | | | impersonation. | +| | | | | ¶ ¶ Login | +| | | | | ID:¶ ¶ Agents | +| | | | | should see the | +| | | | | Login ID | +| | | | | associated to | +| | | | | the user in | +| | | | | TSRM. The Login | +| | | | | ID will be | +| | | | | returned to | +| | | | | TSRM UI (via | +| | | | | ISSAC WF) when | +| | | | | the agent | +| | | | | queries the | +| | | | | Cell Booster | +| | | | | Portal data by | +| | | | | mobile number | +| | | | | or serial | +| | | | | number. The | +| | | | | Login ID will | +| | | | | also be | +| | | | | displayed in | +| | | | | Torch under | +| | | | | Device | +| | | | | Information | +| | | | | under the | +| | | | | Customer Login | +| | | | | ID field. TORCH | +| | | | | Login ID - | +| | | | | Screenshot The | +| | | | | agent can ask | +| | | | | the customer or | +| | | | | search via any | +| | | | | HALO tools | +| | | | | What if the | +| | | | | user's Login ID | +| | | | | has changed?¶ | +| | | | | The user or | +| | | | | Admin will have | +| | | | | to go into the | +| | | | | Cell Booster | +| | | | | Portal and add | +| | | | | another admin | +| | | | | user with the | +| | | | | new Login ID | +| | | | | and delete the | +| | | | | existing | +| | | | | user/admin¶ | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support ¶ | +| | | | | Roles¶ ¶ | +| | | | | BMC/BME General | +| | | | | Care can assist | +| | | | | customers with | +| | | | | general AT&T | +| | | | | Cell Booster | +| | | | | inquiries and | +| | | | | billing | +| | | | | support¶ ¶ | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing an | +| | | | | issue with | +| | | | | their AT&T Cell | +| | | | | Booster to BMTS | +| | | | | using the | +| | | | | Directory Tool¶ | +| | | | | BMTS provides | +| | | | | troubleshooting | +| | | | | assistance for | +| | | | | all AT&T Cell | +| | | | | Booster issues | +| | | | | using the AT&T | +| | | | | Cell Booster | +| | | | | Technical Guide | +| | | | | script (TS&R - | +| | | | | Troubleshoot & | +| | | | | Resolve Tool - | +| | | | | ETA TBD)¶ For | +| | | | | more | +| | | | | information on | +| | | | | troubleshooting | +| | | | | connectivity | +| | | | | issues, refer | +| | | | | to AT&T Cell | +| | | | | Booster: | +| | | | | Broadband | +| | | | | Internet | +| | | | | Connectivity Tr | +| | | | | oubleshooting¶ | +| | | | | ¶ Source: | +| | | | | Content: T | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | customer or | +| | | | | other qualified | +| | | | | customer with | +| | | | | Roam Latin | +| | | | | AmericaSM for | +| | | | | Business, usage | +| | | | | in the included | +| | | | | Latin American | +| | | | | countries will | +| | | | | not diminish | +| | | | | the Passport | +| | | | | data allowance | +| | | | | or bill | +| | | | | Passport | +| | | | | calling | +| | | | | charges. See at | +| | | | | t.com/latamcoun | +| | | | | tries for a | +| | | | | list of | +| | | | | included | +| | | | | countries. | +| | | | | AeroMobile® | +| | | | | cellular | +| | | | | network on | +| | | | | select | +| | | | | airlines: For a | +| | | | | list of | +| | | | | participating | +| | | | | airlines and | +| | | | | aircraft, go to | +| | | | | https://www.aer | +| | | | | omobile.net/air | +| | | | | lines/. | +| | | | |  Airlines and | +| | | | | aircraft are | +| | | | | subject to | +| | | | | change without | +| | | | | notice. | +| | | | | Passengers of | +| | | | | qualifying | +| | | | | airlines are | +| | | | | not guaranteed | +| | | | | to be on a | +| | | | | flight with | +| | | | | mobile coverage | +| | | | | on their | +| | | | | flights. Device | +| | | | | must be on, | +| | | | | with Airplane | +| | | | | Mode and Wi-Fi | +| | | | | turned off and | +| | | | | data roaming | +| | | | | and cellular | +| | | | | data turned on, | +| | | | | to use the | +| | | | | AeroMobile | +| | | | | network. | +| | | | | AeroMobile | +| | | | | service is | +| | | | | available only | +| | | | | at greater than | +| | | | | 200 nautical | +| | | | | miles outside | +| | | | | of the U.S. | +| | | | | border and | +| | | | | above 20,000 | +| | | | | feet cruising | +| | | | | altitude. In | +| | | | | the event of | +| | | | | satellite | +| | | | | interruption or | +| | | | | regulatory | +| | | | | constraint, | +| | | | | AeroMobile | +| | | | | services may be | +| | | | | disrupted or | +| | | | | disabled.Data: | +| | | | | Actual data | +| | | | | speeds vary by | +| | | | | device and | +| | | | | location. If | +| | | | | your domestic | +| | | | | plan includes | +| | | | | Video | +| | | | | Management, or | +| | | | | reduces video | +| | | | | streaming | +| | | | | speed, the same | +| | | | | will apply to | +| | | | | your Passport | +| | | | | package.  Data | +| | | | | overage: If you | +| | | | | use all your | +| | | | | Passport | +| | | | | package data, | +| | | | | we'll | +| | | | | automatically | +| | | | | add more data | +| | | | | in increments | +| | | | | of 1GB for | +| | | | | $30.00 each. | +| | | | | Monthly- | +| | | | | recurring | +| | | | | package data | +| | | | | allowance must | +| | | | | be used in bill | +| | | | | period provided | +| | | | | or will be | +| | | | | forfeited.Talk: | +| | | | | For phones | +| | | | | only. Per- | +| | | | | minute charge | +| | | | | applies to all | +| | | | | cellular calls | +| | | | | dialed and | +| | | | | accepted in | +| | | | | Passport | +| | | | | Destinations. | +| | | | | Wi-Fi Calling: | +| | | | | With Wi-Fi | +| | | | | Calling, you | +| | | | | can call back | +| | | | | to the U.S. at | +| | | | | no additional | +| | | | | charge. Calls | +| | | | | to other | +| | | | | destinations, | +| | | | | including the | +| | | | | Passport | +| | | | | Destination | +| | | | | you're in, are | +| | | | | billed at the | +| | | | | Passport per- | +| | | | | minute | +| | | | | rate.Unlimited | +| | | | | text: For | +| | | | | phones only. | +| | | | | Applies only to | +| | | | | AT&T Short | +| | | | | Messaging | +| | | | | Service (SMS) | +| | | | | and Multimedia | +| | | | | Messaging | +| | | | | Service (MMS) | +| | | | | and not to | +| | | | | other messaging | +| | | | | services or | +| | | | | applications | +| | | | | that use data, | +| | | | | such as | +| | | | | iMessage. | +| | | | | Unless you have | +| | | | | a domestic plan | +| | | | | that includes | +| | | | | unlimited text, | +| | | | | messages | +| | | | | received will | +| | | | | be charged at | +| | | | | your domestic | +| | | | | messaging rates | +| | | | | .International | +| | | | | Day Pass®: For | +| | | | | devices with an | +| | | | | active AT&T | +| | | | | Passport | +| | | | | package and | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for Business or | +| | | | | similar IDP | +| | | | | offer, IDP | +| | | | | charges will | +| | | | | apply in IDP | +| | | | | Destinations | +| | | | | and usage in | +| | | | | IDP | +| | | | | Destinations | +| | | | | will not | +| | | | | diminish the | +| | | | | Passport data | +| | | | | allowance or | +| | | | | bill Passport | +| | | | | calling | +| | | | | charges. If you | +| | | | | prefer to use | +| | | | | Passport in an | +| | | | | IDP | +| | | | | Destination, | +| | | | | you must remove | +| | | | | IDP.Cruise | +| | | | | Packages: For | +| | | | | devices with an | +| | | | | active AT&T | +| | | | | Passport and | +| | | | | AT&T Cruise | +| | | | | package, cruise | +| | | | | ship cellular | +| | | | | usage is rated | +| | | | | by the AT&T | +| | | | | Cruise package. | +| | | | |  Passport | +| | | | | charges will | +| | | | | apply to land | +| | | | | usage in AT&T | +| | | | | Cruise included | +| | | | | destinations.Pa | +| | | | | y-per-use | +| | | | | rates: Apply | +| | | | | when package | +| | | | | expires, when | +| | | | | traveling in | +| | | | | destinations | +| | | | | not included in | +| | | | | Passport and/or | +| | | | | when you have | +| | | | | not added a | +| | | | | package.Service | +| | | | | restrictions: | +| | | | | International | +| | | | | use aboard | +| | | | | cruise ships | +| | | | | and on airlines | +| | | | | /flights that | +| | | | | are not | +| | | | | AeroMobile- | +| | | | | enabled is not | +| | | | | included. Not | +| | | | | available for | +| | | | | wireless home | +| | | | | phone services, | +| | | | | connected | +| | | | | vehicles, or | +| | | | | connected | +| | | | | devices. Pay- | +| | | | | per-use | +| | | | | international | +| | | | | rates, found at | +| | | | | att.com/intlppu | +| | | | | rates, will | +| | | | | apply.General: | +| | | | | Subject to the | +| | | | | applicable | +| | | | | Business | +| | | | | Agreement. | +| | | | | Availability, | +| | | | | quality of | +| | | | | coverage, and | +| | | | | services while | +| | | | | roaming are not | +| | | | | guaranteed. | +| | | | | Additional | +| | | | | restrictions | +| | | | | may apply. | +| | | | | AT&T Passport | +| | | | | Pro | +| | | | | Expectations | +| | | | | Eligibility: | +| | | | | Available only | +| | | | | to business and | +| | | | | government | +| | | | | customers with | +| | | | | a qualified | +| | | | | wireless | +| | | | | service | +| | | | | agreement | +| | | | | (Business | +| | | | | Agreement). For | +| | | | | Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | lines of | +| | | | | service only. | +| | | | | Compatible | +| | | | | device with | +| | | | | domestic | +| | | | | postpaid | +| | | | | wireless | +| | | | | service require | +| | | | | d.Charges: | +| | | | | Monthly | +| | | | | recurring | +| | | | | charge applies | +| | | | | on a per device | +| | | | | basis. Package | +| | | | | will not be | +| | | | | prorated if | +| | | | | canceled on or | +| | | | | after the | +| | | | | effective date. | +| | | | | Package | +| | | | | canceled prior | +| | | | | to the | +| | | | | effective date | +| | | | | will not incur | +| | | | | the charge. | +| | | | | Requires a | +| | | | | 1-month minimum | +| | | | | term commitment | +| | | | | .Destinations: | +| | | | | Includes talk, | +| | | | | text, and data | +| | | | | coverage in | +| | | | | over 210 | +| | | | | destinations | +| | | | | listed at att.c | +| | | | | om/globalcountr | +| | | | | ies and on | +| | | | | select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights (each, | +| | | | | a Passport | +| | | | | Destination | +| | | | | and, | +| | | | | collectively, | +| | | | | the Passport | +| | | | | Destinations). | +| | | | | Coverage not | +| | | | | available in | +| | | | | all areas. | +| | | | | Passport | +| | | | | Destinations | +| | | | | and rates are | +| | | | | subject to | +| | | | | change without | +| | | | | notice. Mexico | +| | | | | & Canada: If | +| | | | | you have a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | plan usage in | +| | | | | Mexico or | +| | | | | Canada, usage | +| | | | | in these | +| | | | | countries will | +| | | | | not diminish | +| | | | | the Passport | +| | | | | Pro data or | +| | | | | talk allowance | +| | | | | or bill | +| | | | | Passport Pro | +| | | | | calling | +| | | | | charges. Latin | +| | | | | America:  If | +| | | | | you are an AT&T | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | customer or | +| | | | | other qualified | +| | | | | customer with | +| | | | | Roam Latin | +| | | | | AmericaSM for | +| | | | | Business, usage | +| | | | | in the included | +| | | | | Latin American | +| | | | | countries will | +| | | | | not diminish | +| | | | | the Passport | +| | | | | Pro data or | +| | | | | talk allowance | +| | | | | or bill | +| | | | | Passport Pro | +| | | | | calling | +| | | | | charges. See at | +| | | | | t.com/latamcoun | +| | | | | tries for a | +| | | | | list of | +| | | | | included | +| | | | | countries. | +| | | | | AeroMobile® | +| | | | | cellular | +| | | | | network on | +| | | | | select | +| | | | | airlines: For a | +| | | | | list of | +| | | | | participating | +| | | | | airlines and | +| | | | | aircraft, go to | +| | | | | https://www.aer | +| | | | | omobile.net/air | +| | | | | lines/. | +| | | | | Source: | +| | | | | Content: iPhone | +| | | | | and most | +| | | | | BlackBerry | +| | | | | smartphones) | +| | | | | When using, you | +| | | | | are charged the | +| | | | | international | +| | | | | data rates.  | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming. | +| | | | | Exception: | +| | | | | Visual | +| | | | | Voicemail with | +| | | | | International | +| | | | | Data plan. If | +| | | | | needed, see | +| | | | | International | +| | | | | Roaming | +| | | | | Voicemail | +| | | | | Instructions | +| | | | | and Charge. | +| | | | | 5 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see | +| | | | | Provisioning | +| | | | | International | +| | | | | Roaming | +| | | | | Features. | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international | +| | | | | roaming | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Provisioning | +| | | | | international | +| | | | | roaming (IR) | +| | | | | features | +| | | | | (voice, | +| | | | | messaging, or | +| | | | | data) on a line | +| | | | | of service | +| | | | | enables | +| | | | | customers to | +| | | | | use voice, | +| | | | | messaging, and | +| | | | | data service, | +| | | | | depending on | +| | | | | their device, | +| | | | | while traveling | +| | | | | abroad. An IR | +| | | | | feature is | +| | | | | required on | +| | | | | each CTN that | +| | | | | plans to travel | +| | | | | internationally | +| | | | | or their | +| | | | | devices will | +| | | | | not work on the | +| | | | | cellular | +| | | | | network. Back | +| | | | | to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if a | +| | | | | feature was | +| | | | | provisioned | +| | | | | properly for | +| | | | | the customer: | +| | | | | Follow the | +| | | | | TORCH | +| | | | | guidelines.  | +| | | | | Provision the | +| | | | | feature, if | +| | | | | needed. If this | +| | | | | does not | +| | | | | resolve the | +| | | | | issue, use | +| | | | | standard | +| | | | | troubleshooting | +| | | | | steps to | +| | | | | determine the | +| | | | | issue (for | +| | | | | example: check | +| | | | | if the device | +| | | | | is | +| | | | | international | +| | | | | capable). If | +| | | | | unable to | +| | | | | provision a | +| | | | | feature: | +| | | | | File an Unable | +| | | | | to Complete | +| | | | | Transaction | +| | | | | Clarify case. | +| | | | | See your | +| | | | | channel's | +| | | | | Clarify case | +| | | | | policy. If the | +| | | | | issue continue, | +| | | | | transfer the | +| | | | | call to BMTS. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | feature only, | +| | | | | in the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice: | +| | | | | International | +| | | | | (INTL).  Data | +| | | | | Roaming | +| | | | | Profile: DREP | +| | | | | NATL or DREP | +| | | | | NATL NOCANMEX.  | +| | | | | Refer to | +| | | | | Roaming Profile | +| | | | | Field - TORCH. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | and Data | +| | | | | feature, in the | +| | | | | Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice Roaming | +| | | | | Profile: | +| | | | | DATA_INTL_PC100 | +| | | | | or | +| | | | | International. | +| | | | | Data Roaming | +| | | | | Profile: DREP_D | +| | | | | ATA_INTL_PC100 | +| | | | | or DREP INTL. | +| | | | | Refer to | +| | | | | Roaming | +| | | | |  Profile Field | +| | | | | - TORCH . BMTS | +| | | | | resolves | +| | | | | technical | +| | | | | issues for all | +| | | | | customer types | +| | | | | while roaming | +| | | | | overseas: | +| | | | | When a customer | +| | | | | is not properly | +| | | | | provisioned | +| | | | | when arriving | +| | | | | overseas, after | +| | | | | checking | +| | | | | eligibility and | +| | | | | authorization, | +| | | | | proceed to | +| | | | | provision the | +| | | | | international | +| | | | | feature.  | +| | | | | Check | +| | | | | provisioning as | +| | | | | stated above | +| | | | | and Test the | +| | | | | Resolution | +| | | | | (TTR): Only | +| | | | | if | +| | | | | unsuccessful, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS for a | +| | | | | resolution. | +| | | | | Suggested | +| | | | | Verbiage: | +| | | | | Mr./Ms. | +| | | | |  [Customer | +| | | | | Name], I just | +| | | | | added the | +| | | | | international | +| | | | | feature for | +| | | | | you. I am going | +| | | | | to partner you | +| | | | | with one of | +| | | | | AT&T's Advanced | +| | | | | Technical | +| | | | | Support | +| | | | | specialists who | +| | | | | will ensure you | +| | | | | will be able to | +| | | | | use your | +| | | | | service where | +| | | | | you are.  | +| | | | | Provide the | +| | | | | customer the | +| | | | | free number to | +| | | | | call from their | +| | | | | wireless phone | +| | | | | +1.314.925.6925 | +| | | | | .  If calling | +| | | | | from a wired | +| | | | | phone, a BMTS | +| | | | | specialist | +| | | | | calls back to | +| | | | | minimize the | +| | | | | cost to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key. For | +| | | | | the BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | If the customer | +| | | | | is calling on | +| | | | | behalf of the | +| | | | | end-user | +| | | | | (device not in | +| | | | | hand): Ask | +| | | | | the caller if | +| | | | | the end-user | +| | | | | has an | +| | | | | alternate | +| | | | | number they can | +| | | | | be contacted | +| | | | | on.  If there | +| | | | | is no alternate | +| | | | | number, provide | +| | | | | the customer | +| | | | | with the number | +| | | | | to BMTS at+1.31 | +| | | | | 4.925.6925, so | +| | | | | they can advise | +| | | | | the end-user to | +| | | | | call when they | +| | | | | are available | +| | | | | to continue tro | +| | | | | ubleshooting. | +| | | | | Customers | +| | | | | should | +| | | | | indicate: | +| | | | | Location Issue | +| | | | | Wireless | +| | | | | number  | +| | | | | Callback number | +| | | | | C-Level | +| | | | | customers (High | +| | | | | Level | +| | | | | Enterprise | +| | | | | Executives): | +| | | | | A special team | +| | | | | in BMTS handles | +| | | | | for IR issues.  | +| | | | | If a customer | +| | | | | self-identifies | +| | | | | as a C-Level | +| | | | | customer and | +| | | | | they are having | +| | | | | IR issues, | +| | | | | bridge the call | +| | | | | to BMTS and | +| | | | | tell the | +| | | | | representative | +| | | | | you have a | +| | | | | C-Level | +| | | | | customer. If a | +| | | | | CRU end-user, | +| | | | | AOP, or TCM | +| | | | | requests you | +| | | | | contact another | +| | | | | AOP/TCM/end- | +| | | | | user traveling | +| | | | | overseas, | +| | | | | advise the | +| | | | | caller that we | +| | | | | do not have | +| | | | | overseas | +| | | | | dialing | +| | | | | permissions | +| | | | | Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 53 | [] | Can a | Yes, a | Content: able | +| | | customer use | customer can | device Wi-Fi | +| | | Wi-Fi | use Wi-Fi | Calling is | +| | | Calling if | Calling even | available on | +| | | they also | if they also | select iOS and | +| | | have a Cell | have a Cell | Android | +| | | Booster? | Booster. The | devices. For a | +| | | | two services | list of AT&T | +| | | | are separate | Wi-Fi Calling- | +| | | | and do not | capable | +| | | | interfere | devices, visit | +| | | | with each | the Wi-Fi | +| | | | other. | Calling Hub. | +| | | | (Source: | WIFICALL SOC ¶ | +| | | | context) | SOC is added | +| | | | | automatically | +| | | | | during the | +| | | | | setup | +| | | | | process.The | +| | | | | WIFICALL SOC | +| | | | | may not be | +| | | | | added by | +| | | | | Customer | +| | | | | Service or | +| | | | | ATS.¶ | +| | | | | Customers must | +| | | | | complete | +| | | | | service setup | +| | | | | via their | +| | | | | device.¶ Do | +| | | | | not submit a | +| | | | | Clarify case to | +| | | | | have WIFICALL | +| | | | | SOC added to | +| | | | | customer's | +| | | | | account.¶ | +| | | | | IPWIFIVM SOC ¶ | +| | | | | To receive VVM | +| | | | | notifications | +| | | | | and messages, | +| | | | | this SOC must | +| | | | | be present on | +| | | | | the line.SOC is | +| | | | | added | +| | | | | automatically | +| | | | | during the | +| | | | | setup process | +| | | | | if the customer | +| | | | | currently uses | +| | | | | VVM.¶ Existing | +| | | | | VVM SOC remains | +| | | | | on the line for | +| | | | | VVM | +| | | | | notification | +| | | | | and retrieval | +| | | | | over cellular.A | +| | | | | cellular | +| | | | | connection is | +| | | | | required for | +| | | | | VVM maintenance | +| | | | | (setup, change | +| | | | | greeting, and | +| | | | | password | +| | | | | reset).¶ ¶ | +| | | | | Wi-Fi Calling | +| | | | | Setup¶ ¶ | +| | | | | Customers set | +| | | | | up Wi-Fi | +| | | | | Calling | +| | | | | directly from | +| | | | | their device.¶ | +| | | | | ¶ Toggle Wi-Fi | +| | | | | Calling to On.¶ | +| | | | | ¶ The steps to | +| | | | | do this may | +| | | | | differ based on | +| | | | | OS; see Wi-Fi | +| | | | | Calling Hub.¶ | +| | | | | Acknowledge | +| | | | | important | +| | | | | information. | +| | | | | Assign an E911 | +| | | | | address | +| | | | | (location where | +| | | | | the customer | +| | | | | will most | +| | | | | likely be using | +| | | | | Wi-Fi | +| | | | | service).¶ | +| | | | | E911 address | +| | | | | can be updated | +| | | | | at any time | +| | | | | from the | +| | | | | device. Follow | +| | | | | the same path | +| | | | | used to turn on | +| | | | | or off Wi-Fi | +| | | | | Calling to | +| | | | | access the E911 | +| | | | | address.¶ | +| | | | | Receive | +| | | | | confirmation of | +| | | | | service being | +| | | | | provisioned.¶ | +| | | | | The WIFICALL | +| | | | | SOC | +| | | | | automatically | +| | | | | is added to the | +| | | | | customer's line | +| | | | | during the | +| | | | | setup process.¶ | +| | | | | Wi-Fi Calling | +| | | | | is provisioned | +| | | | | to the network | +| | | | | via the SOC.¶ | +| | | | | Once set up and | +| | | | | turned on, | +| | | | | calls continue | +| | | | | to connect to | +| | | | | the cellular | +| | | | | network.¶ This | +| | | | | does not mean | +| | | | | the customer's | +| | | | | calls are | +| | | | | automatically | +| | | | | routed over Wi- | +| | | | | Fi.¶ ¶ Dual | +| | | | | SIM devices: | +| | | | | Wi-Fi calling | +| | | | | is setup on a | +| | | | | per line | +| | | | | basis.¶ ¶ Add | +| | | | | WIFIPBL to | +| | | | | block Wi-Fi | +| | | | | Calling service | +| | | | | if requested by | +| | | | | the customer.¶ | +| | | | | ¶ Using Visual | +| | | | | Voicemail with | +| | | | | Wi-Fi Calling ¶ | +| | | | | ¶ ¶ VVM | +| | | | | notification | +| | | | | and retrieval | +| | | | | is available | +| | | | | while using Wi- | +| | | | | Fi Calling.¶ ¶ | +| | | | | VVM over Wi-Fi | +| | | | | requires | +| | | | | IPWIFIVM on the | +| | | | | account.¶ ¶ | +| | | | | This SOC is | +| | | | | included in | +| | | | | initial | +| | | | | provisioning if | +| | | | | the customer | +| | | | | currently | +| | | | | subscribes to | +| | | | | VVM.Customers | +| | | | | must have a | +| | | | | pre-existing | +| | | | | VVM SOC.¶ | +| | | | | Cellular | +| | | | | connection | +| | | | | required for | +| | | | | VVM maintenance | +| | | | | (setup, | +| | | | | greeting | +| | | | | change, and | +| | | | | password | +| | | | | reset). Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Customers that | +| | | | | activate a Cell | +| | | | | Booster Pro | +| | | | | will have | +| | | | | access to view | +| | | | | performance | +| | | | | reports. This | +| | | | | feature allows | +| | | | | customers to | +| | | | | see a 13-month | +| | | | | report that | +| | | | | displays | +| | | | | wireless usage | +| | | | | for that Cell | +| | | | | Booster Pro | +| | | | | Performance | +| | | | | Reports will | +| | | | | only be | +| | | | | displayed for | +| | | | | Cell Booster | +| | | | | Pro and not | +| | | | | available for | +| | | | | Cell Booster. | +| | | | | To access the | +| | | | | performance | +| | | | | reports, from | +| | | | | the Home page, | +| | | | | click Settings | +| | | | | > Performance | +| | | | | Reports. ¶ | +| | | | | Back to Top ¶ | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) The | +| | | | | AT&T Cell | +| | | | | Booster | +| | | | | app/portal is | +| | | | | the primary | +| | | | | portal for | +| | | | | customers to | +| | | | | use to activate | +| | | | | and manage | +| | | | | their Cell | +| | | | | Booster device. | +| | | | | For troubleshoo | +| | | | | ting, agents | +| | | | | can impersonate | +| | | | | or mimic the | +| | | | | customer in the | +| | | | | app/portal and | +| | | | | have access to | +| | | | | the same view | +| | | | | and functions | +| | | | | as the | +| | | | | customer.¶ To | +| | | | | access the | +| | | | | customer | +| | | | | app/portal, the | +| | | | | agent will | +| | | | | query the | +| | | | | customer using | +| | | | | the customer's | +| | | | | existing Login | +| | | | | ID used to | +| | | | | access the Cell | +| | | | | Booster | +| | | | | app/portal. | +| | | | | Follow the | +| | | | | steps below to | +| | | | | impersonate | +| | | | | using the | +| | | | | Impersonation | +| | | | | Tool:¶ ¶ | +| | | | | Access the | +| | | | | tool: https://c | +| | | | | ellbooster.aws. | +| | | | | cloud.att.com/s | +| | | | | upportContent/i | +| | | | | ndex.html | +| | | | | Login using | +| | | | | AT&T Global | +| | | | | Login Select | +| | | | | the Customer | +| | | | | Type from the | +| | | | | drop-down: | +| | | | | Customer, | +| | | | | Business or | +| | | | | FirstNet | +| | | | | Customer Type - | +| | | | | Screenshot. | +| | | | | Input the Login | +| | | | | ID and click | +| | | | | Impersonate to | +| | | | | see all Cell | +| | | | | Boosters | +| | | | | associated with | +| | | | | the customer | +| | | | | profile Login | +| | | | | ID - | +| | | | | Screenshot.¶ | +| | | | | If the user has | +| | | | | a registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear | +| | | | | Registered User | +| | | | | - Screenshot.If | +| | | | | the user does | +| | | | | not have a | +| | | | | registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear Non- | +| | | | | Registered User | +| | | | | - Screenshot.¶ | +| | | | | Note: The | +| | | | | customer must | +| | | | | accept the | +| | | | | Terms and | +| | | | | Conditions when | +| | | | | registering | +| | | | | their first | +| | | | | device. The | +| | | | | agent cannot | +| | | | | perform this on | +| | | | | behalf of the | +| | | | | user. The Terms | +| | | | | and Conditions | +| | | | | need to be | +| | | | | accepted before | +| | | | | an agent can | +| | | | | perform any | +| | | | | impersonation. | +| | | | | ¶ ¶ Login | +| | | | | ID:¶ ¶ Agents | +| | | | | should see the | +| | | | | Login ID | +| | | | | associated to | +| | | | | the user in | +| | | | | TSRM. The Login | +| | | | | ID will be | +| | | | | returned to | +| | | | | TSRM UI (via | +| | | | | ISSAC WF) when | +| | | | | the agent | +| | | | | queries the | +| | | | | Cell Booster | +| | | | | Portal data by | +| | | | | mobile number | +| | | | | or serial | +| | | | | number. The | +| | | | | Login ID will | +| | | | | also be | +| | | | | displayed in | +| | | | | Torch under | +| | | | | Device | +| | | | | Information | +| | | | | under the | +| | | | | Customer Login | +| | | | | ID field. TORCH | +| | | | | Login ID - | +| | | | | Screenshot The | +| | | | | agent can ask | +| | | | | the customer or | +| | | | | search via any | +| | | | | HALO tools | +| | | | | What if the | +| | | | | user's Login ID | +| | | | | has changed?¶ | +| | | | | The user or | +| | | | | Admin will have | +| | | | | to go into the | +| | | | | Cell Booster | +| | | | | Portal and add | +| | | | | another admin | +| | | | | user with the | +| | | | | new Login ID | +| | | | | and delete the | +| | | | | existing | +| | | | | user/admin¶ | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support ¶ | +| | | | | Roles¶ ¶ | +| | | | | BMC/BME General | +| | | | | Care can assist | +| | | | | customers with | +| | | | | general AT&T | +| | | | | Cell Booster | +| | | | | inquiries and | +| | | | | billing | +| | | | | support¶ ¶ | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing an | +| | | | | issue with | +| | | | | their AT&T Cell | +| | | | | Booster to BMTS | +| | | | | using the | +| | | | | Directory Tool¶ | +| | | | | BMTS provides | +| | | | | troubleshooting | +| | | | | assistance for | +| | | | | all AT&T Cell | +| | | | | Booster issues | +| | | | | using the AT&T | +| | | | | Cell Booster | +| | | | | Technical Guide | +| | | | | script (TS&R - | +| | | | | Troubleshoot & | +| | | | | Resolve Tool - | +| | | | | ETA TBD)¶ For | +| | | | | more | +| | | | | information on | +| | | | | troubleshooting | +| | | | | connectivity | +| | | | | issues, refer | +| | | | | to AT&T Cell | +| | | | | Booster: | +| | | | | Broadband | +| | | | | Internet | +| | | | | Connectivity Tr | +| | | | | oubleshooting¶ | +| | | | | ¶ Source: | ++----+--------------+----------------+----------------+-------------------+ +| 54 | [] | Can the | Yes, | Content: Cell | +| | | customer | customers | Booster Pro | +| | | manage their | can manage | Only) | +| | | AT&T Cell | their AT&T | Customers that | +| | | Booster | Cell Booster | activate a Cell | +| | | online or | and Cell | Booster Pro | +| | | thru an app? | Booster Pro | will have | +| | | | through an | access to view | +| | | | app/web | performance | +| | | | portal. They | reports. This | +| | | | can register | feature allows | +| | | | and activate | customers to | +| | | | their | see a 13-month | +| | | | device, | report that | +| | | | manage | displays | +| | | | registered | wireless usage | +| | | | devices, | for that Cell | +| | | | add/delete | Booster Pro | +| | | | location | Performance | +| | | | address, | Reports will | +| | | | disconnect | only be | +| | | | device, | displayed for | +| | | | manage | Cell Booster | +| | | | notification | Pro and not | +| | | | settings, | available for | +| | | | and | Cell Booster. | +| | | | add/delete | To access the | +| | | | secondary | performance | +| | | | admin user. | reports, from | +| | | | (Source: | the Home page, | +| | | | context: | click Settings | +| | | | Content: | > Performance | +| | | | Cell Booster | Reports. ¶ | +| | | | Pro Only) | Back to Top ¶ | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) The | +| | | | | AT&T Cell | +| | | | | Booster | +| | | | | app/portal is | +| | | | | the primary | +| | | | | portal for | +| | | | | customers to | +| | | | | use to activate | +| | | | | and manage | +| | | | | their Cell | +| | | | | Booster device. | +| | | | | For troubleshoo | +| | | | | ting, agents | +| | | | | can impersonate | +| | | | | or mimic the | +| | | | | customer in the | +| | | | | app/portal and | +| | | | | have access to | +| | | | | the same view | +| | | | | and functions | +| | | | | as the | +| | | | | customer.¶ To | +| | | | | access the | +| | | | | customer | +| | | | | app/portal, the | +| | | | | agent will | +| | | | | query the | +| | | | | customer using | +| | | | | the customer's | +| | | | | existing Login | +| | | | | ID used to | +| | | | | access the Cell | +| | | | | Booster | +| | | | | app/portal. | +| | | | | Follow the | +| | | | | steps below to | +| | | | | impersonate | +| | | | | using the | +| | | | | Impersonation | +| | | | | Tool:¶ ¶ | +| | | | | Access the | +| | | | | tool: https://c | +| | | | | ellbooster.aws. | +| | | | | cloud.att.com/s | +| | | | | upportContent/i | +| | | | | ndex.html | +| | | | | Login using | +| | | | | AT&T Global | +| | | | | Login Select | +| | | | | the Customer | +| | | | | Type from the | +| | | | | drop-down: | +| | | | | Customer, | +| | | | | Business or | +| | | | | FirstNet | +| | | | | Customer Type - | +| | | | | Screenshot. | +| | | | | Input the Login | +| | | | | ID and click | +| | | | | Impersonate to | +| | | | | see all Cell | +| | | | | Boosters | +| | | | | associated with | +| | | | | the customer | +| | | | | profile Login | +| | | | | ID - | +| | | | | Screenshot.¶ | +| | | | | If the user has | +| | | | | a registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear | +| | | | | Registered User | +| | | | | - Screenshot.If | +| | | | | the user does | +| | | | | not have a | +| | | | | registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear Non- | +| | | | | Registered User | +| | | | | - Screenshot.¶ | +| | | | | Note: The | +| | | | | customer must | +| | | | | accept the | +| | | | | Terms and | +| | | | | Conditions when | +| | | | | registering | +| | | | | their first | +| | | | | device. The | +| | | | | agent cannot | +| | | | | perform this on | +| | | | | behalf of the | +| | | | | user. The Terms | +| | | | | and Conditions | +| | | | | need to be | +| | | | | accepted before | +| | | | | an agent can | +| | | | | perform any | +| | | | | impersonation. | +| | | | | ¶ ¶ Login | +| | | | | ID:¶ ¶ Agents | +| | | | | should see the | +| | | | | Login ID | +| | | | | associated to | +| | | | | the user in | +| | | | | TSRM. The Login | +| | | | | ID will be | +| | | | | returned to | +| | | | | TSRM UI (via | +| | | | | ISSAC WF) when | +| | | | | the agent | +| | | | | queries the | +| | | | | Cell Booster | +| | | | | Portal data by | +| | | | | mobile number | +| | | | | or serial | +| | | | | number. The | +| | | | | Login ID will | +| | | | | also be | +| | | | | displayed in | +| | | | | Torch under | +| | | | | Device | +| | | | | Information | +| | | | | under the | +| | | | | Customer Login | +| | | | | ID field. TORCH | +| | | | | Login ID - | +| | | | | Screenshot The | +| | | | | agent can ask | +| | | | | the customer or | +| | | | | search via any | +| | | | | HALO tools | +| | | | | What if the | +| | | | | user's Login ID | +| | | | | has changed?¶ | +| | | | | The user or | +| | | | | Admin will have | +| | | | | to go into the | +| | | | | Cell Booster | +| | | | | Portal and add | +| | | | | another admin | +| | | | | user with the | +| | | | | new Login ID | +| | | | | and delete the | +| | | | | existing | +| | | | | user/admin¶ | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support ¶ | +| | | | | Roles¶ ¶ | +| | | | | BMC/BME General | +| | | | | Care can assist | +| | | | | customers with | +| | | | | general AT&T | +| | | | | Cell Booster | +| | | | | inquiries and | +| | | | | billing | +| | | | | support¶ ¶ | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing an | +| | | | | issue with | +| | | | | their AT&T Cell | +| | | | | Booster to BMTS | +| | | | | using the | +| | | | | Directory Tool¶ | +| | | | | BMTS provides | +| | | | | troubleshooting | +| | | | | assistance for | +| | | | | all AT&T Cell | +| | | | | Booster issues | +| | | | | using the AT&T | +| | | | | Cell Booster | +| | | | | Technical Guide | +| | | | | script (TS&R - | +| | | | | Troubleshoot & | +| | | | | Resolve Tool - | +| | | | | ETA TBD)¶ For | +| | | | | more | +| | | | | information on | +| | | | | troubleshooting | +| | | | | connectivity | +| | | | | issues, refer | +| | | | | to AT&T Cell | +| | | | | Booster: | +| | | | | Broadband | +| | | | | Internet | +| | | | | Connectivity Tr | +| | | | | oubleshooting¶ | +| | | | | ¶ Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: re- | +| | | | | register their | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro at | +| | | | | a given | +| | | | | location. Also, | +| | | | | customers | +| | | | | cannot | +| | | | | mix/match Cell | +| | | | | Boosters and | +| | | | | Cell Boosters | +| | | | | Pros. ¶ ¶ Add | +| | | | | Another Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | Existing | +| | | | | Location (only | +| | | | | pertains to | +| | | | | customers with | +| | | | | multiple Cell | +| | | | | Boosters)¶ ¶ | +| | | | | From the Home | +| | | | | page, select | +| | | | | the location | +| | | | | where the | +| | | | | additional Cell | +| | | | | Booster will be | +| | | | | added. The | +| | | | | location is | +| | | | | listed at the | +| | | | | top of the | +| | | | | app/portal in | +| | | | | the top blue | +| | | | | circles. Once | +| | | | | the location is | +| | | | | selected, click | +| | | | | + sign to add | +| | | | | the additional | +| | | | | Cell Booster. | +| | | | | The customer | +| | | | | will be | +| | | | | prompted to | +| | | | | register the | +| | | | | device, the | +| | | | | customers | +| | | | | location will | +| | | | | be pre- | +| | | | | populated since | +| | | | | there is | +| | | | | already a | +| | | | | registered | +| | | | | device The | +| | | | | following | +| | | | | fields will | +| | | | | need to be | +| | | | | filled out:¶ | +| | | | | First NameLast | +| | | | | NameSerial | +| | | | | Number of Cell | +| | | | | Booster; the | +| | | | | customer can | +| | | | | scan the QR | +| | | | | code via mobile | +| | | | | however option | +| | | | | is not | +| | | | | available via | +| | | | | the we appAT&T | +| | | | | mobile phone | +| | | | | numberPreferred | +| | | | | emailCell | +| | | | | Booster | +| | | | | Nickname¶ | +| | | | | Note: The first | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | configuration | +| | | | | type (AT&T or | +| | | | | FirstNet) | +| | | | | selected for a | +| | | | | location will | +| | | | | apply to all | +| | | | | subsequent Cell | +| | | | | Booster Pro’s | +| | | | | added to the | +| | | | | same location. | +| | | | | The drop-down | +| | | | | list for | +| | | | | configuration | +| | | | | type will not | +| | | | | be displayed | +| | | | | for the 2nd and | +| | | | | 3rd Cell | +| | | | | Booster Pro's | +| | | | | added to a | +| | | | | location. User | +| | | | | cannot mix and | +| | | | | match Cell | +| | | | | Booster and | +| | | | | AT&T configured | +| | | | | Cell Booster | +| | | | | Pro with a | +| | | | | FirstNet Cell | +| | | | | Booster Pro at | +| | | | | same location | +| | | | | address. | +| | | | | Adding a third | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Follow the same | +| | | | | steps listed | +| | | | | above, once a | +| | | | | third Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro is | +| | | | | added to a | +| | | | | location, the + | +| | | | | sign on the top | +| | | | | right corner | +| | | | | will be grayed | +| | | | | out and the | +| | | | | customer cannot | +| | | | | add additional | +| | | | | devices to the | +| | | | | given address. | +| | | | | Disconnect AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | From the Home | +| | | | | Page, scroll | +| | | | | down to see a | +| | | | | red Disconnect | +| | | | | button Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear: Are You | +| | | | | Sure - click | +| | | | | Yes to continue | +| | | | | the disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | will appear on | +| | | | | a new screen. | +| | | | | The customer | +| | | | | can also click | +| | | | | Cancel, if they | +| | | | | decide not to | +| | | | | disconnect the | +| | | | | device. Add | +| | | | | another user - | +| | | | | Admin function | +| | | | | The app/portal | +| | | | | admin feature | +| | | | | allows multiple | +| | | | | people to have | +| | | | | access to the | +| | | | | status and | +| | | | | management of a | +| | | | | designated Cell | +| | | | | Booster device. | +| | | | | The initial | +| | | | | customer | +| | | | | registering the | +| | | | | device can add | +| | | | | an additional | +| | | | | user as an | +| | | | | admin. Each | +| | | | | added admin can | +| | | | | add/delete | +| | | | | users as well. | +| | | | | Anyone added as | +| | | | | an admin will | +| | | | | have the same | +| | | | | permission | +| | | | | levels and view | +| | | | | access to the | +| | | | | designated Cell | +| | | | | Booster. | +| | | | | Additional | +| | | | | admins will | +| | | | | also receive | +| | | | | customer | +| | | | | notifications | +| | | | | and SMS (if | +| | | | | they opt-in). | +| | | | | To add an | +| | | | | admin:¶ ¶ | +| | | | | Select the Cell | +| | | | | Booster device | +| | | | | under the Home | +| | | | | Page by | +| | | | | clicking the | +| | | | | right arrow | +| | | | | Once selected, | +| | | | | select Admin | +| | | | | List under | +| | | | | Device Details | +| | | | | Click the blue | +| | | | | + sign to add | +| | | | | an admin Fill | +| | | | | out the | +| | | | | following | +| | | | | fields¶ Login | +| | | | | ID - this is | +| | | | | the myAT&T | +| | | | | Username that | +| | | | | users will use | +| | | | | to sign into | +| | | | | the | +| | | | | app/portalFirst | +| | | | | and Last | +| | | | | NamePhone | +| | | | | NumberContact | +| | | | | Email¶ | +| | | | | Recommend to | +| | | | | the customer to | +| | | | | have SMS and | +| | | | | Email | +| | | | | Notification | +| | | | | turned On > | +| | | | | click Save. | +| | | | | FirstNet Only: | +| | | | | Update Open / | +| | | | | Closed Access¶ | +| | | | | ¶ Open Access: | +| | | | | Any User can | +| | | | | attach to the | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro Closed | +| | | | | Access: Only | +| | | | | designated | +| | | | | users can | +| | | | | attach to the | +| | | | | Cell Booster | +| | | | | Pro. This is | +| | | | | restricted | +| | | | | access. The | +| | | | | User List will | +| | | | | appear for each | +| | | | | Cell Booster | +| | | | | Pro configured | +| | | | | as FirstNet. | +| | | | | FN users can | +| | | | | toggle between | +| | | | | Open and Closed | +| | | | | access after | +| | | | | they register | +| | | | | their device. | +| | | | | FirstNet Cell | +| | | | | Booster Pro | +| | | | | will initially | +| | | | | be registered | +| | | | | as Open Access. | +| | | | | Once | +| | | | | registered, | +| | | | | customer can | +| | | | | select the Cell | +| | | | | Booster Pro | +| | | | | from the Home | +| | | | | Page by | +| | | | | selecting the | +| | | | | right arrow | +| | | | | next to the | +| | | | | device. | +| | | | | Customer can | +| | | | | access the User | +| | | | | List option to | +| | | | | update their | +| | | | | Cell Booster | +| | | | | device to | +| | | | | Closed Access | +| | | | | and update the | +| | | | | User List. ¶ | +| | | | | ¶ FirstNet | +| | | | | Only: Add Users | +| | | | | to AT&T Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | On the User | +| | | | | List screen, | +| | | | | select to + | +| | | | | sign to add | +| | | | | additional | +| | | | | users to | +| | | | | whitelist | +| | | | | Customers will | +| | | | | fill out the | +| | | | | following | +| | | | | fields for each | +| | | | | user and the | +| | | | | select Save at | +| | | | | bottom of the | +| | | | | screen:¶ ¶ | +| | | | | First Name | +| | | | | Last Name | +| | | | | Phone User | +| | | | | will get a | +| | | | | Success message | +| | | | | when user is | +| | | | | successfully | +| | | | | added. Note: | +| | | | | Only AT&T | +| | | | | wireless | +| | | | | subscribers can | +| | | | | be added to | +| | | | | User List, | +| | | | | otherwise | +| | | | | customer will | +| | | | | get error if | +| | | | | they attempt to | +| | | | | input number | +| | | | | for customer | +| | | | | who has a | +| | | | | different | +| | | | | wireless | +| | | | | carrier. | +| | | | | Customer can | +| | | | | add additional | +| | | | | users by | +| | | | | clicking the + | +| | | | | sign on the | +| | | | | User List | +| | | | | screen. There | +| | | | | is no maximum | +| | | | | limit on users | +| | | | | that can be | +| | | | | added. ¶ ¶ | +| | | | | Disconnect | +| | | | | AT&T Cell | +| | | | | Booster ¶ If | +| | | | | the customer | +| | | | | wants to | +| | | | | disconnect | +| | | | | their device:¶ | +| | | | | ¶ From the | +| | | | | Home page, | +| | | | | scroll down to | +| | | | | see a red | +| | | | | Disconnect | +| | | | | button. Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear : Are | +| | | | | You Sure - | +| | | | | click Yes to | +| | | | | continue the | +| | | | | disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | ++----+--------------+----------------+----------------+-------------------+ +| 55 | [] | Can the | The AT&T | Content: Back | +| | | customer | Cell Booster | to Top | +| | | restrict | Pro has | Requirements | +| | | access to | industry- | Equipment - | +| | | their AT&T | leading | Compatible | +| | | Cell Booster | security, | equipment | +| | | device? Is | and all comm | includes the | +| | | it secure? | unications | following: | +| | | | are | 5G Sub-6GHz, | +| | | | encrypted | 5G+ (mmWave), | +| | | | through a | 4G LTE, or LTE- | +| | | | secure | capable phones | +| | | | tunnel back | Connected | +| | | | to AT&T’s | Wearables, | +| | | | Core. | Tablets and | +| | | | Customers | Laptops | +| | | | can restrict | Wireless Home | +| | | | access to | Phone: | +| | | | their AT&T | Premier, | +| | | | Cell Booster | FirstNet | +| | | | device by | Central, and | +| | | | adding or | myAT&T | +| | | | deleting | Account:  The | +| | | | admin access | customer must | +| | | | and managing | have a | +| | | | notification | registered | +| | | | settings | myAT&T account. | +| | | | through the | Enterprise / | +| | | | AT&T Cell | CRU and | +| | | | Booster app | FirstNet must | +| | | | or online | have Premier | +| | | | management | and FirstNet | +| | | | portal. | Central to | +| | | | (Source: | register and | +| | | | context) | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Customers that | +| | | | | activate a Cell | +| | | | | Booster Pro | +| | | | | will have | +| | | | | access to view | +| | | | | performance | +| | | | | reports. This | +| | | | | feature allows | +| | | | | customers to | +| | | | | see a 13-month | +| | | | | report that | +| | | | | displays | +| | | | | wireless usage | +| | | | | for that Cell | +| | | | | Booster Pro | +| | | | | Performance | +| | | | | Reports will | +| | | | | only be | +| | | | | displayed for | +| | | | | Cell Booster | +| | | | | Pro and not | +| | | | | available for | +| | | | | Cell Booster. | +| | | | | To access the | +| | | | | performance | +| | | | | reports, from | +| | | | | the Home page, | +| | | | | click Settings | +| | | | | > Performance | +| | | | | Reports. ¶ | +| | | | | Back to Top ¶ | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) The | +| | | | | AT&T Cell | +| | | | | Booster | +| | | | | app/portal is | +| | | | | the primary | +| | | | | portal for | +| | | | | customers to | +| | | | | use to activate | +| | | | | and manage | +| | | | | their Cell | +| | | | | Booster device. | +| | | | | For troubleshoo | +| | | | | ting, agents | +| | | | | can impersonate | +| | | | | or mimic the | +| | | | | customer in the | +| | | | | app/portal and | +| | | | | have access to | +| | | | | the same view | +| | | | | and functions | +| | | | | as the | +| | | | | customer.¶ To | +| | | | | access the | +| | | | | customer | +| | | | | app/portal, the | +| | | | | agent will | +| | | | | query the | +| | | | | customer using | +| | | | | the customer's | +| | | | | existing Login | +| | | | | ID used to | +| | | | | access the Cell | +| | | | | Booster | +| | | | | app/portal. | +| | | | | Follow the | +| | | | | steps below to | +| | | | | impersonate | +| | | | | using the | +| | | | | Impersonation | +| | | | | Tool:¶ ¶ | +| | | | | Access the | +| | | | | tool: https://c | +| | | | | ellbooster.aws. | +| | | | | cloud.att.com/s | +| | | | | upportContent/i | +| | | | | ndex.html | +| | | | | Login using | +| | | | | AT&T Global | +| | | | | Login Select | +| | | | | the Customer | +| | | | | Type from the | +| | | | | drop-down: | +| | | | | Customer, | +| | | | | Business or | +| | | | | FirstNet | +| | | | | Customer Type - | +| | | | | Screenshot. | +| | | | | Input the Login | +| | | | | ID and click | +| | | | | Impersonate to | +| | | | | see all Cell | +| | | | | Boosters | +| | | | | associated with | +| | | | | the customer | +| | | | | profile Login | +| | | | | ID - | +| | | | | Screenshot.¶ | +| | | | | If the user has | +| | | | | a registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear | +| | | | | Registered User | +| | | | | - Screenshot.If | +| | | | | the user does | +| | | | | not have a | +| | | | | registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear Non- | +| | | | | Registered User | +| | | | | - Screenshot.¶ | +| | | | | Note: The | +| | | | | customer must | +| | | | | accept the | +| | | | | Terms and | +| | | | | Conditions when | +| | | | | registering | +| | | | | their first | +| | | | | device. The | +| | | | | agent cannot | +| | | | | perform this on | +| | | | | behalf of the | +| | | | | user. The Terms | +| | | | | and Conditions | +| | | | | need to be | +| | | | | accepted before | +| | | | | an agent can | +| | | | | perform any | +| | | | | impersonation. | +| | | | | ¶ ¶ Login | +| | | | | ID:¶ ¶ Agents | +| | | | | should see the | +| | | | | Login ID | +| | | | | associated to | +| | | | | the user in | +| | | | | TSRM. The Login | +| | | | | ID will be | +| | | | | returned to | +| | | | | TSRM UI (via | +| | | | | ISSAC WF) when | +| | | | | the agent | +| | | | | queries the | +| | | | | Cell Booster | +| | | | | Portal data by | +| | | | | mobile number | +| | | | | or serial | +| | | | | number. The | +| | | | | Login ID will | +| | | | | also be | +| | | | | displayed in | +| | | | | Torch under | +| | | | | Device | +| | | | | Information | +| | | | | under the | +| | | | | Customer Login | +| | | | | ID field. TORCH | +| | | | | Login ID - | +| | | | | Screenshot The | +| | | | | agent can ask | +| | | | | the customer or | +| | | | | search via any | +| | | | | HALO tools | +| | | | | What if the | +| | | | | user's Login ID | +| | | | | has changed?¶ | +| | | | | The user or | +| | | | | Admin will have | +| | | | | to go into the | +| | | | | Cell Booster | +| | | | | Portal and add | +| | | | | another admin | +| | | | | user with the | +| | | | | new Login ID | +| | | | | and delete the | +| | | | | existing | +| | | | | user/admin¶ | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support ¶ | +| | | | | Roles¶ ¶ | +| | | | | BMC/BME General | +| | | | | Care can assist | +| | | | | customers with | +| | | | | general AT&T | +| | | | | Cell Booster | +| | | | | inquiries and | +| | | | | billing | +| | | | | support¶ ¶ | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing an | +| | | | | issue with | +| | | | | their AT&T Cell | +| | | | | Booster to BMTS | +| | | | | using the | +| | | | | Directory Tool¶ | +| | | | | BMTS provides | +| | | | | troubleshooting | +| | | | | assistance for | +| | | | | all AT&T Cell | +| | | | | Booster issues | +| | | | | using the AT&T | +| | | | | Cell Booster | +| | | | | Technical Guide | +| | | | | script (TS&R - | +| | | | | Troubleshoot & | +| | | | | Resolve Tool - | +| | | | | ETA TBD)¶ For | +| | | | | more | +| | | | | information on | +| | | | | troubleshooting | +| | | | | connectivity | +| | | | | issues, refer | +| | | | | to AT&T Cell | +| | | | | Booster: | +| | | | | Broadband | +| | | | | Internet | +| | | | | Connectivity Tr | +| | | | | oubleshooting¶ | +| | | | | ¶ Source: | +| | | | | Content: Jump | +| | | | | To: Activation | +| | | | | and | +| | | | | Registration | +| | | | | Location | +| | | | | Updates and | +| | | | | Disconnect | +| | | | | Adding Admin | +| | | | | Access Update | +| | | | | Notification | +| | | | | Settings | +| | | | | Performance | +| | | | | Report (Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support FAQ | +| | | | | What's New | +| | | | | AT&T Cell | +| | | | | Booster ProSM – | +| | | | | FirstNet Closed | +| | | | | Mode User | +| | | | | Experience** | +| | | | | Notice: AT&T | +| | | | | and FirstNet | +| | | | | have discovered | +| | | | | a user | +| | | | | experience | +| | | | | issue with Cell | +| | | | | Booster Pros in | +| | | | | Closed Mode*. A | +| | | | | workaround is | +| | | | | available, and | +| | | | | a fix is | +| | | | | expected in | +| | | | | 2023. Issue: | +| | | | | Users not on | +| | | | | the Authorized | +| | | | | User list may | +| | | | | experience | +| | | | | service issues | +| | | | | when in range | +| | | | | of a Closed | +| | | | | Cell Booster | +| | | | | Pro. Users | +| | | | | could encounter | +| | | | | periods of no | +| | | | | service, no | +| | | | | bars, or full | +| | | | | bars without | +| | | | | access to | +| | | | | voice, text, or | +| | | | | data services. | +| | | | | Once the user | +| | | | | leaves the Cell | +| | | | | Booster Pro | +| | | | | coverage area, | +| | | | | the phone can | +| | | | | take over 10 | +| | | | | minutes before | +| | | | | service is | +| | | | | restored. To | +| | | | | restore service | +| | | | | faster, users | +| | | | | can toggle | +| | | | | Airplane mode | +| | | | | to reconnect to | +| | | | | the neighboring | +| | | | | macro tower | +| | | | | immediately. | +| | | | | Workaround: To | +| | | | | prevent this, | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | administrators | +| | | | | can switch to | +| | | | | Open Mode in | +| | | | | the Cell | +| | | | | Booster Pro | +| | | | | mobile app or | +| | | | | online | +| | | | | management | +| | | | | portal. | +| | | | | Instructions | +| | | | | can be found on | +| | | | | Page 5 of the | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | User & | +| | | | | Technical Guide | +| | | | | (firstnet.com). | +| | | | | Cell Booster | +| | | | | Pros have | +| | | | | industry | +| | | | | leading | +| | | | | security, and | +| | | | | all | +| | | | | communications | +| | | | | are encrypted | +| | | | | through a | +| | | | | secure tunnel | +| | | | | back to AT&T’s | +| | | | | Core. AT&T and | +| | | | | FirstNet will | +| | | | | also | +| | | | | temporarily | +| | | | | allow up to 5 | +| | | | | users to | +| | | | | connect to a | +| | | | | Closed Cell | +| | | | | Booster Pro in | +| | | | | the coming | +| | | | | weeks, even if | +| | | | | they aren’t on | +| | | | | the Whitelist, | +| | | | | to mitigate | +| | | | | this issue. | +| | | | | Resolution: A | +| | | | | fix for Closed | +| | | | | Mode will be | +| | | | | released in | +| | | | | 2023. After | +| | | | | this fix is | +| | | | | released, the | +| | | | | number of non- | +| | | | | whitelisted | +| | | | | connections | +| | | | | will drop back | +| | | | | down to 0. You | +| | | | | will receive a | +| | | | | follow-up | +| | | | | communication | +| | | | | once this fix | +| | | | | is released. | +| | | | | Questions: | +| | | | | Visit www.first | +| | | | | net.com/cellboo | +| | | | | sterpro or | +| | | | | contact | +| | | | | FirstNet | +| | | | | Customer Care | +| | | | | at | +| | | | | 800.574.7000. | +| | | | | *Closed Mode is | +| | | | | also known as | +| | | | | Whitelisting or | +| | | | | Closed | +| | | | | Subscriber | +| | | | | Group. | +| | | | | **Information | +| | | | | added November | +| | | | | 9, 2022. | +| | | | | Activation and | +| | | | | Registration | +| | | | | Heads Up: U.S. | +| | | | | Counties | +| | | | | (please click | +| | | | | on the | +| | | | | hyperlink to | +| | | | | view all listed | +| | | | | counties) where | +| | | | | only one radio | +| | | | | can be enabled. | +| | | | | To Activate and | +| | | | | Register the | +| | | | | AT&T Cell | +| | | | | Booster, follow | +| | | | | these steps:¶ | +| | | | | ¶ Download the | +| | | | | AT&T Cell | +| | | | | Booster app. | +| | | | | It's available | +| | | | | in the App | +| | | | | Store, iTunes | +| | | | | or the customer | +| | | | | can scan the QR | +| | | | | Code on the | +| | | | | Box/Device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription.¶ | +| | | | | ¶ Note: If the | +| | | | | QR code does | +| | | | | not work for | +| | | | | the customer, | +| | | | | then instruct | +| | | | | the customer to | +| | | | | either download | +| | | | | the AT&T Cell | +| | | | | Booster app | +| | | | | directly from | +| | | | | the App Store | +| | | | | or go to att.co | +| | | | | m/cellbooster . | +| | | | | ¶ When the app | +| | | | | is downloaded | +| | | | | and opened, the | +| | | | | first screen | +| | | | | will say | +| | | | | Welcome to AT&T | +| | | | | Cell Booster. | +| | | | | Users are asked | +| | | | | to select their | +| | | | | account type:¶ | +| | | | | Personal or | +| | | | | Small Business | +| | | | | - att.com/myatt | +| | | | | appEnterprise | +| | | | | or FirstNet | +| | | | | Subscriber Paid | +| | | | | (FirstNet | +| | | | | customer who | +| | | | | pays their own | +| | | | | bill) - | +| | | | | att.com/premier | +| | | | | FirstNet Agency | +| | | | | Paid - https:// | +| | | | | wireless.firstn | +| | | | | et.att.com ¶ | +| | | | | After the | +| | | | | account type is | +| | | | | selected, the | +| | | | | customer will | +| | | | | need to enter | +| | | | | their account | +| | | | | credentials to | +| | | | | login and | +| | | | | authenticate to | +| | | | | the portal. ¶ | +| | | | | Personal and | +| | | | | Small Business | +| | | | | uses existing | +| | | | | MyATT.com | +| | | | | username and | +| | | | | pw¶ Do not | +| | | | | create new | +| | | | | login using the | +| | | | | phone number as | +| | | | | the login (to | +| | | | | mirror | +| | | | | MicroCell). | +| | | | | Users need to | +| | | | | authenticate | +| | | | | with their | +| | | | | myAT&T login. | +| | | | | ¶ Enterprise | +| | | | | uses Premier | +| | | | | username and Pa | +| | | | | sswordFirstNet | +| | | | | uses FirstNet | +| | | | | Central | +| | | | | username and | +| | | | | Password¶ When | +| | | | | the Cell | +| | | | | Booster App is | +| | | | | downloaded, an | +| | | | | end user | +| | | | | agreement | +| | | | | (EULA) must be | +| | | | | accepted, then | +| | | | | when they | +| | | | | login, the | +| | | | | Terms of | +| | | | | Service needs | +| | | | | to be accepted. | +| | | | | Once Terms of | +| | | | | Service are | +| | | | | accepted, users | +| | | | | will not be | +| | | | | required to | +| | | | | read through | +| | | | | them again. | +| | | | | After the Terms | +| | | | | of Service are | +| | | | | accepted, the | +| | | | | customer will | +| | | | | click on Setup | +| | | | | a Cell Booster | +| | | | | blue button | +| | | | | The customer | +| | | | | will then need | +| | | | | to fill out the | +| | | | | following | +| | | | | fields then | +| | | | | click Next once | +| | | | | all fields are | +| | | | | filled out:¶ | +| | | | | First NameLast | +| | | | | NameSerial | +| | | | | number of the | +| | | | | Cell Booster | +| | | | | (customer can | +| | | | | scan the QR | +| | | | | code via mobile | +| | | | | or entered | +| | | | | manually if | +| | | | | using the web | +| | | | | app; serial | +| | | | | number can be | +| | | | | found on device | +| | | | | label)AT&T | +| | | | | mobile phone | +| | | | | number for Cell | +| | | | | Booster portal | +| | | | | notificationsPr | +| | | | | eferred email | +| | | | | for Cell | +| | | | | Booster portal | +| | | | | notificationsCe | +| | | | | ll Booster | +| | | | | NicknameNote: | +| | | | | If it's a Cell | +| | | | | Booster Pro, | +| | | | | users will see | +| | | | | additional drop | +| | | | | down Cell | +| | | | | Booster Type to | +| | | | | select | +| | | | | appropriate | +| | | | | Cell Booster | +| | | | | configuration: | +| | | | | • AT&T for | +| | | | | Enterprise or | +| | | | | Small Business | +| | | | | customers. • | +| | | | | FirstNet for a | +| | | | | FirstNet agency | +| | | | | or Subscriber | +| | | | | Paid customer.¶ | +| | | | | The Enter Cell | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 56 | [] | Does an AT&T | Yes, the | Content: The | +| | | Cell Booster | AT&T Cell | AT&T Cell | +| | | work the | Booster and | Booster and | +| | | same as a | Cell Booster | Cell Booster | +| | | signal | Pro serve as | Pro serve as a | +| | | booster? | a small 4G | small 4G LTE | +| | | | LTE cell | cell tower in | +| | | | tower in the | the home or | +| | | | home or | office that | +| | | | office that | uses the | +| | | | uses the | customer's | +| | | | customer's | broadband | +| | | | broadband | Internet | +| | | | Internet | connection to | +| | | | connection | carry the call | +| | | | to carry the | or data traffic | +| | | | call or data | to the AT&T | +| | | | traffic to | network when | +| | | | the AT&T | customers | +| | | | network when | experience | +| | | | customers | difficulty with | +| | | | experience | in-home | +| | | | difficulty | coverage. | +| | | | with in-home | Important | +| | | | coverage. | Provisioning | +| | | | (Source: | Note: AT&T | +| | | | context) | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: 4072Q  | +| | | | | AT&T Cell | +| | | | | Booster Wall | +| | | | | Charger  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | 4843P  Netgear | +| | | | | Ethernet | +| | | | | Powerline  | +| | | | | $84.99 | +| | | | | Optional | +| | | | | **Professional | +| | | | | Installation is | +| | | | | not available | +| | | | | for Cell | +| | | | | Booster or for | +| | | | | IRU liability | +| | | | | types. Cell | +| | | | | Booster is Self | +| | | | | Install Only** | +| | | | |     | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | ++----+--------------+----------------+----------------+-------------------+ +| 57 | [] | Does the | There is no | Content: Back | +| | | AT&T Cell | information | to Top | +| | | Booster | available on | Requirements | +| | | potentially | whether the | Equipment - | +| | | cause issues | AT&T Cell | Compatible | +| | | for other | Booster | equipment | +| | | AT&T | potentially | includes the | +| | | wireless | causes | following: | +| | | customers? | issues for | 5G Sub-6GHz, | +| | | | other AT&T | 5G+ (mmWave), | +| | | | wireless | 4G LTE, or LTE- | +| | | | customers. | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: 4072Q  | +| | | | | AT&T Cell | +| | | | | Booster Wall | +| | | | | Charger  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | 4843P  Netgear | +| | | | | Ethernet | +| | | | | Powerline  | +| | | | | $84.99 | +| | | | | Optional | +| | | | | **Professional | +| | | | | Installation is | +| | | | | not available | +| | | | | for Cell | +| | | | | Booster or for | +| | | | | IRU liability | +| | | | | types. Cell | +| | | | | Booster is Self | +| | | | | Install Only** | +| | | | |     | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | ++----+--------------+----------------+----------------+-------------------+ +| 58 | [] | Does the | Yes, the | Content: Back | +| | | customer | AT&T Cell | to Top | +| | | have to be | Booster and | Requirements | +| | | in an area | Cell Booster | Equipment - | +| | | that already | Pro must be | Compatible | +| | | offers 4G | physically | equipment | +| | | LTE service? | located | includes the | +| | | | within | following: | +| | | | licensed | 5G Sub-6GHz, | +| | | | AT&T | 5G+ (mmWave), | +| | | | coverage | 4G LTE, or LTE- | +| | | | area and the | capable phones | +| | | | customer | Connected | +| | | | must have an | Wearables, | +| | | | E911 | Tablets and | +| | | | registered | Laptops | +| | | | physical | Wireless Home | +| | | | location | Phone: | +| | | | address. | Premier, | +| | | | Post office | FirstNet | +| | | | box and | Central, and | +| | | | rural route | myAT&T | +| | | | addresses | Account:  The | +| | | | are not | customer must | +| | | | valid. | have a | +| | | | (Source: | registered | +| | | | context) | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: | +| | | | | considered 4G | +| | | | | devices. If | +| | | | | Yes: Customers | +| | | | | are allowed to | +| | | | | provision an | +| | | | | unlimited data | +| | | | | plan that is | +| | | | | compatible with | +| | | | | the new device | +| | | | | type: Select | +| | | | | the appropriate | +| | | | | plan following | +| | | | | Choosing an | +| | | | | Unlimited | +| | | | | Smartphone Data | +| | | | | Plan Correctly | +| | | | | - BCSS. | +| | | | | Attempt to add | +| | | | | the plan in the | +| | | | | billing system. | +| | | | | Exception: | +| | | | | Consumer groups | +| | | | | should change | +| | | | | the plan in | +| | | | | Telegence. If | +| | | | | the plan is | +| | | | | unavailable: | +| | | | | Provision the | +| | | | | line with a | +| | | | | tiered data | +| | | | | plan to cover | +| | | | | the customer's | +| | | | | usage until an | +| | | | | unlimited plan | +| | | | | can be added. | +| | | | | Submit a | +| | | | | Clarify case to | +| | | | | add the | +| | | | | unlimited data | +| | | | | plan. Use | +| | | | | the OPUS > | +| | | | | Unable to | +| | | | | Complete | +| | | | | Transaction > | +| | | | | Expired | +| | | | | Feature/SOC | +| | | | | case type. | +| | | | | Set customer | +| | | | | expectations on | +| | | | | case | +| | | | | resolution. If | +| | | | | No: Determine | +| | | | | if the customer | +| | | | | is on a | +| | | | | Government CRU | +| | | | | FAN: If Yes: | +| | | | | CRU Government | +| | | | | Customers | +| | | | | Upgrading to | +| | | | | LTE: An | +| | | | | Offer Element | +| | | | | in FaST allows | +| | | | | for custom | +| | | | | government | +| | | | | plans. A | +| | | | | custom LTE | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan must be | +| | | | | provisioned. | +| | | | | Grandfathered | +| | | | | unlimited LTE | +| | | | | smartphone data | +| | | | | plans are not | +| | | | | allowed. | +| | | | | Provision: | +| | | | | Select the | +| | | | | appropriate | +| | | | | plan following | +| | | | | Choosing an | +| | | | | Unlimited | +| | | | | Smartphone Data | +| | | | | Plan Correctly | +| | | | | - BCSS. Add | +| | | | | the plan in the | +| | | | | billing system: | +| | | | | If the plan is | +| | | | | unavailable, | +| | | | | refer the | +| | | | | customer to | +| | | | | their Module | +| | | | | Primary in FaST | +| | | | | or refer to FAN | +| | | | | Profile Updates | +| | | | | - FaST - BCSS. | +| | | | | If No: | +| | | | | Customers are | +| | | | | allowed to | +| | | | | provision an | +| | | | | unlimited data | +| | | | | plan that is | +| | | | | compatible with | +| | | | | the new device | +| | | | | type: Select | +| | | | | the appropriate | +| | | | | plan following | +| | | | | Choosing an | +| | | | | Unlimited | +| | | | | Smartphone Data | +| | | | | Plan Correctly | +| | | | | - BCSS. | +| | | | | Attempt to add | +| | | | | the plan in the | +| | | | | billing system. | +| | | | | Exception: | +| | | | | Consumer groups | +| | | | | should change | +| | | | | the plan in | +| | | | | Telegence. If | +| | | | | the plan is | +| | | | | unavailable: | +| | | | | Provision the | +| | | | | line with a | +| | | | | tiered data | +| | | | | plan to cover | +| | | | | the customer's | +| | | | | usage until an | +| | | | | unlimited plan | +| | | | | can be added. | +| | | | | Submit a | +| | | | | Clarify case to | +| | | | | add the | +| | | | | unlimited data | +| | | | | plan: Use | +| | | | | the OPUS > | +| | | | | Unable to | +| | | | | Complete | +| | | | | Transaction > | +| | | | | Expired | +| | | | | Feature/SOC | +| | | | | case type. | +| | | | | Set customer | +| | | | | expectations on | +| | | | | case | +| | | | | resolution. | +| | | | | Accidental | +| | | | | Removal (for | +| | | | | example during | +| | | | | troubleshooting | +| | | | | or a misunderst | +| | | | | anding) File | +| | | | | an Unable to | +| | | | | Complete | +| | | | | Transaction | +| | | | | Clarify case. | +| | | | | Note the | +| | | | | account with | +| | | | | all pertinent | +| | | | | information. | +| | | | | Submit a | +| | | | | Clarify case to | +| | | | | add the | +| | | | | unlimited data | +| | | | | plan: Use | +| | | | | the OPUS > | +| | | | | Unable to | +| | | | | Complete | +| | | | | Transaction > | +| | | | | Expired | +| | | | | Feature/SOC | +| | | | | case type. Set | +| | | | | customer | +| | | | | expectations on | +| | | | | case | +| | | | | resolution. | +| | | | | Select a | +| | | | | Current | +| | | | | Smartphone Data | +| | | | | Plan (Tiered | +| | | | | Data) For | +| | | | | talking points | +| | | | | highlighting | +| | | | | the benefits of | +| | | | | smartphone data | +| | | | | plans (tiered | +| | | | | data), refer to | +| | | | | Eligibility and | +| | | | | Restrictions | +| | | | | for Smartphone | +| | | | | Data Tiered | +| | | | | Data Rate | +| | | | | Plans.. If the | +| | | | | customer agrees | +| | | | | to using a | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data), change | +| | | | | the rate plan | +| | | | | in the billing | +| | | | | system and | +| | | | | notate the acco | +| | | | | unt.Exception: | +| | | | | Consumer groups | +| | | | | should change | +| | | | | the plan in | +| | | | | Telegence. If | +| | | | | the customer | +| | | | | does not agree | +| | | | | to using a | +| | | | | smartphone data | +| | | | | plan (tiered | +| | | | | data), advise | +| | | | | the customer | +| | | | | that in order | +| | | | | to use a | +| | | | | smartphone | +| | | | | device, a | +| | | | | current tiered | +| | | | | data plan is | +| | | | | required: If | +| | | | | the customer | +| | | | | asks for a | +| | | | | supervisor or | +| | | | | manager to | +| | | | | escalate, refer | +| | | | | to Escalations. | +| | | | | See | +| | | | | Valid/Invalid | +| | | | | Reasons to | +| | | | | submit an | +| | | | | Unable to | +| | | | | Complete | +| | | | | Transaction | +| | | | | Clarify case to | +| | | | | re-add a | +| | | | | Grandfathered | +| | | | | Unlimited Data | +| | | | | Feature. | +| | | | | Notate account | +| | | | | and/or assist | +| | | | | with any other | +| | | | | issues and | +| | | | | close the call. | +| | | | | Valid/Invalid | +| | | | | Reasons to | +| | | | | Submit an | +| | | | | Unable to | +| | | | | Complete | +| | | | | Transaction | +| | | | | Case All | +| | | | | Clarify cases | +| | | | | requesting | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | for an invalid | +| | | | | reason are | +| | | | | rejected to the | +| | | | | submitting | +| | | | | specialist for | +| | | | | customer | +| | | | | notification. | +| | | | | Do not submit a | +| | | | | Clarify case | +| | | | | unless the | +| | | | | customer is | +| | | | | eligible per | +| | | | | the following | +| | | | | or unless you | +| | | | | have a call | +| | | | | center | +| | | | | director's | +| | | | | approval. | +| | | | | Valid Reasons | +| | | | | CRU Transfer of | +| | | | | Billing | +| | | | | Responsibility | +| | | | | (ToBR): CRU | +| | | | | customers | +| | | | | performing a | +| | | | | ToBR to SIG may | +| | | | | retain their | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan. | +| | | | | Exception: If | +| | | | | the current | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan is | +| | | | | restricted to | +| | | | | CRU, they are | +| | | | | required to | +| | | | | choose a plan | +| | | | | available to | +| | | | | SIG or | +| | | | | Consumer. | +| | | | | Relocations: | +| | | | | All customers | +| | | | | performing a | +| | | | | relocation may | +| | | | | retain their | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan. | +| | | | | Enrollment/FAN | +| | | | | Moves: | +| | | | | Customers with | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans may keep | +| | | | | their plans | +| | | | | during | +| | | | | Enrollments/FAN | +| | | | | moves.Exception | +| | | | | : If the | +| | | | | current | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan is | +| | | | | restricted to | +| | | | | CRU, they are | +| | | | | required to | +| | | | | choose a plan | +| | | | | available to | +| | | | | SIG or | +| | | | | Consumer. | +| | | | | Customers with | +| | | | | custom/restrict | +| | | | | ed unlimited | +| | | | | smartphone data | +| | | | | plans may keep | +| | | | | their plans | +| | | | | during | +| | | | | Enrollments/FAN | +| | | | | moves Source: | +| | | | | Content: T LTE | +| | | | | UNL PLUS | +| | | | | Access for | +| | | | | Smartphone 4G | +| | | | | LTE with VVM | +| | | | | SDFSPLP4B | +| | | | | $60mo. SMT LTE | +| | | | | VV UN PLS | +| | | | | Access for | +| | | | | Basic Phone | +| | | | | SDFVPNP4B | +| | | | | $35mo. PHONE | +| | | | | UNL PLUS | +| | | | | Access for | +| | | | | Basic Phone 4G | +| | | | | LTE SDFVLNP4B | +| | | | | $35mo. PHONE | +| | | | | LTE UN PLUS | +| | | | | Access for iPad | +| | | | | SDPIPDUP | +| | | | | $20mo. IPD UN | +| | | | | PLUS | +| | | | | Access for iPad | +| | | | | 4G LTE | +| | | | | SDPIPDLUP | +| | | | | $20mo. IPD LTE | +| | | | | UN PLUS | +| | | | | Access for | +| | | | | Tablet SDFTBUP | +| | | | | $20mo. TAB UN | +| | | | | PLUS | +| | | | | Access for | +| | | | | Tablet 4G LTE | +| | | | | SDPTBLUP | +| | | | | $20mo. TAB LTE | +| | | | | UN PLUS | +| | | | | Access for iPad | +| | | | | mini on 4G LTE | +| | | | | SDPIPMLUP | +| | | | | $20mo. IPDM | +| | | | | LTE UN PLUS | +| | | | | Access for | +| | | | | Wireless Home | +| | | | | Phone SDFWHPUP | +| | | | | $20mo. WHP UNL | +| | | | | Access for | +| | | | | Wearables | +| | | | | SDFWRUP $10mo. | +| | | | | Wear Un Plus | +| | | | | Access for | +| | | | | Wearable 4G LTE | +| | | | | SDFWRIUP | +| | | | | $10mo. Wear I | +| | | | | LTE Un Plus | +| | | | | Access for | +| | | | | Wearables 4G | +| | | | | LTE SDFWRLUP | +| | | | | $10mo. Wear | +| | | | | LTE Un Plus | +| | | | | Access for | +| | | | | Camera | +| | | | | SDFCAMPP | +| | | | | $20mo. Cam Un | +| | | | | Plus | +| | | | | Access for | +| | | | | Camera 4G LTE | +| | | | | SDPCAMLPP | +| | | | | $20mo. Cam LTE | +| | | | | Un Plus | +| | | | | Access for GM | +| | | | | Connected Car | +| | | | | for Business | +| | | | | SDPGMUPB | +| | | | | $20mo. UNL | +| | | | | PLUS GM CC BZ | +| | | | | Basic with | +| | | | | Private Wi-Fi | +| | | | | Plan Data SOC | +| | | | | Data Plan | +| | | | | Charge | +| | | | | Description | +| | | | | Business | +| | | | | Unlimited Basic | +| | | | | with Private | +| | | | | Wi-Fi Multi | +| | | | | Line SDGUNB4MB | +| | | | | $75mo. BIZ UN | +| | | | | BAS WIFI MULT | +| | | | | Business | +| | | | | Unlimited Basic | +| | | | | with Private | +| | | | | Wi-Fi One Line | +| | | | | SDGUNB41B | +| | | | | $45mo. BIZ UN | +| | | | | BAS WIFI ONE | +| | | | | Device Device | +| | | | | SOC Access | +| | | | | Charge | +| | | | | Description | +| | | | | Access for | +| | | | | BlackBerry | +| | | | | SDFBBNB4B | +| | | | | $60mo. BB UNL | +| | | | | BASIC | +| | | | | Access for | +| | | | | BlackBerry with | +| | | | | Visual VM | +| | | | | SDFBBB4B | +| | | | | $60mo. BB VV | +| | | | | UNL BASIC | +| | | | | Access for | +| | | | | BlackBerry 4G | +| | | | | LTE SDFBLNB4B | +| | | | | $60mo. BB LTE | +| | | | | UN BASIC | +| | | | | Access for | +| | | | | BlackBerry 4G | +| | | | | LTE with VVM | +| | | | | SDFBBLB4B | +| | | | | $60mo. BB LT | +| | | | | VV UN BASIC | +| | | | | Access for | +| | | | | iPhone | +| | | | | SDFIPNB4B | +| | | | | $60mo. IPH UNL | +| | | | | BASIC | +| | | | | Access for | +| | | | | iPhone with | +| | | | | Visual | +| | | | | Voicemail | +| | | | | SDFIPB4B | +| | | | | $60mo. IPH VV | +| | | | | UNL BASIC | +| | | | | Access for | +| | | | | iPhone 4G LTE | +| | | | | SDFILNB4B | +| | | | | $60mo. IPH LTE | +| | | | | UN BASIC | +| | | | | Access for | +| | | | | iPhone 4G LTE | +| | | | | with VVM | +| | | | | SDFIPLB4B | +| | | | | $60mo. IPH LT | +| | | | | VV UN BASIC | +| | | | | Access for | +| | | | | Smartphone | +| | | | | SDFSNB4B | +| | | | | $60mo. SMT UNL | +| | | | | BASIC | +| | | | | Access for | +| | | | | Smartphone 4G | +| | | | | LTE SDFSLNB4B | +| | | | | $60mo. SMT LTE | +| | | | | UN BASIC | +| | | | | Access for | +| | | | | Smartphone with | +| | | | | 4G LTE with VVM | +| | | | | SDFSPLB4B | +| | | | | $60mo. SMT LT | +| | | | | VV UN BASIC | +| | | | | Access for | +| | | | | Basic Phone | +| | | | | SDFVPNB4B | +| | | | | $35mo. PHONE | +| | | | | UNL BASIC | +| | | | | Source: | +| | | | | Content: | +| | | | | ibility | +| | | | | Eligible | +| | | | | Devices: | +| | | | | Smartphones1, | +| | | | | basic phones1, | +| | | | | tablets1, | +| | | | | wearables1, | +| | | | | Connected Cars, | +| | | | | cameras, Harman | +| | | | | Spark, AWI | +| | | | | (voice only) | +| | | | | 5G+ service is | +| | | | | not available | +| | | | | in most areas; | +| | | | | it is only | +| | | | | available in | +| | | | | very limited | +| | | | | parts of | +| | | | | specific | +| | | | | cities. | +| | | | | Requires a | +| | | | | compatible 5G+ | +| | | | | device. Other | +| | | | | restriction's | +| | | | | apply. See att. | +| | | | | com/5Gforyou | +| | | | | for details. | +| | | | | 5G service is | +| | | | | not available | +| | | | | everywhere. | +| | | | | Requires a | +| | | | | compatible 5G | +| | | | | device. See att | +| | | | | .com/5Gforyou | +| | | | | for details. | +| | | | | Ineligible | +| | | | | Devices: AT&T | +| | | | | Wireless | +| | | | | Internet, | +| | | | | Dedicated | +| | | | | Mobile Hotspot, | +| | | | | WHPI , and | +| | | | | Laptop Connect | +| | | | | Air cards. | +| | | | | Fraud Call | +| | | | | Blocking and | +| | | | | Spam Warnings | +| | | | | Plans include | +| | | | | AT&T Call | +| | | | | Protect Basic, | +| | | | | which detects | +| | | | | and blocks | +| | | | | calls from | +| | | | | likely | +| | | | | fraudsters and | +| | | | | provides | +| | | | | customers with | +| | | | | on-screen | +| | | | | warnings when a | +| | | | | call originates | +| | | | | from a | +| | | | | suspicious | +| | | | | source. See | +| | | | | AT&T Call | +| | | | | Protect. | +| | | | | Mexico and | +| | | | | Canada Usage | +| | | | | Roaming in | +| | | | | Mexico and | +| | | | | Canada: | +| | | | | Customers can | +| | | | | talk, text, and | +| | | | | use plan data | +| | | | | in Mexico and | +| | | | | Canada with no | +| | | | | roaming | +| | | | | charges. | +| | | | | Mexico and | +| | | | | Canada usage is | +| | | | | built into the | +| | | | | unlimited | +| | | | | plans. As of | +| | | | | May 2018, the | +| | | | | usage | +| | | | | restriction | +| | | | | when a device | +| | | | | has 50% data | +| | | | | usage in Canada | +| | | | | and Mexico over | +| | | | | 2 consecutive | +| | | | | months is no | +| | | | | longer | +| | | | | enforced. | +| | | | | Calls from the | +| | | | | U.S. to Canada | +| | | | | and Mexico: | +| | | | | Customers get | +| | | | | International | +| | | | | Long Distance | +| | | | | (ILD) service | +| | | | | to call from | +| | | | | the US to | +| | | | | Canada & | +| | | | | Mexico. Plans | +| | | | | also permit | +| | | | | calls to | +| | | | | countries other | +| | | | | than Canada and | +| | | | | Mexico: Per | +| | | | | minute pay-per- | +| | | | | use rates apply | +| | | | | unless an ILD | +| | | | | service package | +| | | | | is added to the | +| | | | | line. | +| | | | | Customers can't | +| | | | | share packages | +| | | | | among the | +| | | | | group. Charges | +| | | | | may apply to | +| | | | | special or | +| | | | | premium service | +| | | | | numbers. Rates | +| | | | | are subject to | +| | | | | change without | +| | | | | notice. Use | +| | | | | Calling the | +| | | | | World for Less | +| | | | | then select the | +| | | | | Talk, Text or | +| | | | | FAQ tabs to | +| | | | | learn more. | +| | | | | Mexico and | +| | | | | Canada usage: | +| | | | | Applies on | +| | | | | phones | +| | | | | (Smartphones | +| | | | | and | +| | | | | feature/basic) | +| | | | | and tablets. | +| | | | | Excludes all | +| | | | | other device | +| | | | | types. | +| | | | | Unlimited Talk, | +| | | | | Text, and Use | +| | | | | of Data | +| | | | | Unlimited Talk | +| | | | | within U.S., | +| | | | | Puerto Rico, | +| | | | | US/VI (domestic | +| | | | | coverage area), | +| | | | | Mexico, and | +| | | | | Canada. | +| | | | | Unlimited Talk | +| | | | | from the U.S. | +| | | | | to Mexico and | +| | | | | Canada. | +| | | | | Unlimited Texts | +| | | | | from the U.S. | +| | | | | to over 120 | +| | | | | countries. See | +| | | | | att.com/text2wo | +| | | | | rld. Video | +| | | | | Quality | +| | | | | Business | +| | | | | Unlimited | +| | | | | Elite: 4K UHD | +| | | | | or HD | +| | | | | Definition (if | +| | | | | available). | +| | | | | Business | +| | | | | Unlimited | +| | | | | Performance: | +| | | | | High Definition | +| | | | | (about 1080p) | +| | | | | with Video | +| | | | | Management | +| | | | | turned off. | +| | | | | Business | +| | | | | Unlimited | +| | | | | Starter: | +| | | | | Standard | +| | | | | Definition | +| | | | | (2Mbps for | +| | | | | customers on a | +| | | | | 5G compatible | +| | | | | device, or | +| | | | | 1.5Mbps for | +| | | | | other | +| | | | | customers). | +| | | | | Procedures | +| | | | | Before | +| | | | | provisioning | +| | | | | the plan, set | +| | | | | up any | +| | | | | ineligible | +| | | | | devices using | +| | | | | these options: | +| | | | | Internet Device | +| | | | | Data Plan or | +| | | | | AT&T Wireless | +| | | | | Internet Plan. | +| | | | | Select the | +| | | | | appropriate | +| | | | | plan. | +| | | | | Add/change the | +| | | | | service to the | +| | | | | plan using the | +| | | | | current date | +| | | | | for the | +| | | | | effective date. | +| | | | | Add new device | +| | | | | activations, if | +| | | | | applicable. | +| | | | | Once the plan | +| | | | | change is | +| | | | | complete, | +| | | | | existing | +| | | | | current or | +| | | | | grandfathered | +| | | | | Mobile Share or | +| | | | | Unlimited plan | +| | | | | customers need | +| | | | | to power cycle | +| | | | | their devices | +| | | | | to have plan | +| | | | | changes take | +| | | | | effect | +| | | | | immediately. | +| | | | | Devices are | +| | | | | systematically | +| | | | | provisioned | +| | | | | within 24 - 48 | +| | | | | hours. Note | +| | | | | the account. | +| | | | | Needs: Plan and | +| | | | | Features > Rate | +| | | | | Plan > Rate | +| | | | | Plan | +| | | | | Resolution: | +| | | | | Changed Rate | +| | | | | Plan and | +| | | | | Advised of | +| | | | | Effective Date | +| | | | | System | +| | | | | Reminders If | +| | | | | parked | +| | | | | equipment | +| | | | | exists, make | +| | | | | the plan change | +| | | | | effective with | +| | | | | the current | +| | | | | date. If OPUS | +| | | | | does not allow | +| | | | | the plan | +| | | | | change, request | +| | | | | the customer | +| | | | | make the plan | +| | | | | change once | +| | | | | their order | +| | | | | arrives using | +| | | | | myAT&T. | +| | | | | Attempting to | +| | | | | add more than | +| | | | | the approved | +| | | | | lines to an | +| | | | | account creates | +| | | | | a system error. | +| | | | | SOCs AT&T | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | Shared Data | +| | | | | Plan Short | +| | | | | Descriptions | +| | | | | Monthly Charge | +| | | | | SDGUNR5B | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | $100 | +| | | | | Smartphones / | +| | | | | Basic Phones | +| | | | | SDFCRBBN | +| | | | | Access for | +| | | | | BlackBerry $75 | +| | | | | SDFCRBBV | +| | | | | Access for | +| | | | | BlackBerry with | +| | | | | Visual VM $75 | +| | | | | SDFCRBBLN | +| | | | | Access for | +| | | | | BlackBerry 4G | +| | | | | LTE $75 | +| | | | | SDFCRBBLV | +| | | | | Access for | +| | | | | BlackBerry 4G | +| | | | | LTE w/ VVM $75 | +| | | | | SDFCRIPN | +| | | | | Access for | +| | | | | iPhone $75 | +| | | | | SDFCRIPV | +| | | | | Access for | +| | | | | iPhone with VVM | +| | | | | $75 SDFCRIPLN | +| | | | | Access for | +| | | | | iPhone 4G LTE | +| | | | | Source: | +| | | | | Content: the | +| | | | | tiered data | +| | | | | plans, people | +| | | | | can save up to | +| | | | | 20% off their | +| | | | | total wireless | +| | | | | bill and up to | +| | | | | 50% off their | +| | | | | wireless data | +| | | | | plan compared | +| | | | | to the retired | +| | | | | unlimited data | +| | | | | plans, making | +| | | | | smartphones | +| | | | | affordable for | +| | | | | the first time | +| | | | | to new segments | +| | | | | of consumers. | +| | | | | Tethering Can | +| | | | | I tether with | +| | | | | my unlimited | +| | | | | smartphone data | +| | | | | plan?Customers | +| | | | | are required to | +| | | | | have a data | +| | | | | plan with | +| | | | | tethering to | +| | | | | take advantage | +| | | | | of this | +| | | | | service. If the | +| | | | | FAN allows for | +| | | | | custom plans, | +| | | | | then the | +| | | | | billing system | +| | | | | displays the | +| | | | | custom plans | +| | | | | allowed by | +| | | | | their | +| | | | | profile.If I | +| | | | | currently have | +| | | | | BlackBerry | +| | | | | Unlimited, plus | +| | | | | tethering | +| | | | | (bolt-on), and | +| | | | | I upgrade to an | +| | | | | iPhone, do I | +| | | | | keep my | +| | | | | unlimited | +| | | | | DataPlus | +| | | | | tethering | +| | | | | plan?In this | +| | | | | case, there are | +| | | | | two options. If | +| | | | | you want to | +| | | | | continue to | +| | | | | have the option | +| | | | | to tether, and | +| | | | | you move from a | +| | | | | BlackBerry to | +| | | | | an iPhone, you | +| | | | | may choose from | +| | | | | the available | +| | | | | tiered options: | +| | | | | DataPro 4GB for | +| | | | | iPhone + | +| | | | | Tethering at | +| | | | | $45 DataPro | +| | | | | 4GB for iPhone | +| | | | | Enterprise + | +| | | | | Tethering at | +| | | | | $60 DataPro | +| | | | | 5GB for iPhone | +| | | | | + Tethering at | +| | | | | $50 DataPro | +| | | | | 5GB for iPhone | +| | | | | Enterprise + | +| | | | | Tethering at | +| | | | | $65 However, | +| | | | | if you wish to | +| | | | | keep an | +| | | | | unlimited | +| | | | | option, you may | +| | | | | move to an | +| | | | | unlimited | +| | | | | iPhone data | +| | | | | rate plan but | +| | | | | it does not | +| | | | | have the | +| | | | | tethering | +| | | | | option. All | +| | | | | iPhone | +| | | | | tethering plans | +| | | | | are limited to | +| | | | | 5GB of data | +| | | | | usage or less. | +| | | | | International | +| | | | | Can I move from | +| | | | | an | +| | | | | international | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone plan | +| | | | | to a domestic | +| | | | | grandfathered | +| | | | | smartphone | +| | | | | plan?Yes. | +| | | | | Moving from an | +| | | | | international | +| | | | | unlimited plan | +| | | | | to a domestic | +| | | | | unlimited plan | +| | | | | is allowed.Can | +| | | | | I move from a | +| | | | | domestic | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone plan | +| | | | | to an | +| | | | | international | +| | | | | grandfathered | +| | | | | smartphone | +| | | | | plan?No. Moving | +| | | | | from a domestic | +| | | | | unlimited plan | +| | | | | to an | +| | | | | international | +| | | | | unlimited plan | +| | | | | is not allowed | +| | | | | unless the | +| | | | | customer has a | +| | | | | custom/restrict | +| | | | | ed Offer | +| | | | | Element on | +| | | | | their FAN that | +| | | | | allows for the | +| | | | | custom/restrict | +| | | | | ed | +| | | | | international | +| | | | | unlimited plan. | +| | | | | If this Offer | +| | | | | Element is | +| | | | | present, the | +| | | | | billing system | +| | | | | displays the | +| | | | | unlimited | +| | | | | international | +| | | | | plans that are | +| | | | | available. | +| | | | | Basic/Quick | +| | | | | Messaging If | +| | | | | my Basic/Quick | +| | | | | Messaging | +| | | | | Device is | +| | | | | already on an | +| | | | | unlimited data | +| | | | | plan and I | +| | | | | upgrade to a | +| | | | | smartphone, can | +| | | | | I keep my | +| | | | | existing | +| | | | | unlimited | +| | | | | plan?No. When | +| | | | | moving from a | +| | | | | Basic/Quick | +| | | | | Messaging | +| | | | | Device to a | +| | | | | smartphone, one | +| | | | | of the new- | +| | | | | tiered | +| | | | | smartphone data | +| | | | | plans must be | +| | | | | chosen. Only | +| | | | | customers | +| | | | | upgrading from | +| | | | | a smartphone to | +| | | | | a smartphone | +| | | | | are allowed to | +| | | | | maintain an | +| | | | | unlimited data | +| | | | | plan. Transfer | +| | | | | of Billing | +| | | | | Responsibility | +| | | | | (ToBR) When I | +| | | | | complete a | +| | | | | ToBR, can my | +| | | | | line keep the | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan?CRU | +| | | | | customers who | +| | | | | perform a ToBR | +| | | | | to a SIG may | +| | | | | keep the | +| | | | | grandfathered | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan if the | +| | | | | plan allows SIG | +| | | | | usage. ToBRs | +| | | | | performed for | +| | | | | any other | +| | | | | customer type | +| | | | | are only | +| | | | | allowed to keep | +| | | | | the plan if the | +| | | | | ToBR | +| | | | | transaction | +| | | | | does not remove | +| | | | | the rate | +| | | | | plan.When I | +| | | | | complete a | +| | | | | ToBR, can my | +| | | | | line keep the | +| | | | | custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan?Custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are | +| | | | | exclusive to | +| | | | | FANs with Offer | +| | | | | Elements | +| | | | | allowing those | +| | | | | custom plans. | +| | | | | Customers who | +| | | | | complete a ToBR | +| | | | | can only keep | +| | | | | the custom | +| | | | | unlimited | +| | | | | smartphone plan | +| | | | | if the target | +| | | | | account has a | +| | | | | FAN with Offer | +| | | | | Elements | +| | | | | allowing that | +| | | | | custom plan. | +| | | | | Government on | +| | | | | Custom LTE | +| | | | | Unlimited | +| | | | | Smartphone Data | +| | | | | Plans When I | +| | | | | complete a | +| | | | | Government CRU | +| | | | | ToBR to a SIG, | +| | | | | can my line | +| | | | | keep the custom | +| | | | | LTE unlimited | +| | | | | smartphone data | +| | | | | plan?Custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plans are | +| | | | | exclusive to | +| | | | | FANs with Offer | +| | | | | Elements | +| | | | | allowing those | +| | | | | custom plans. | +| | | | | Customers who | +| | | | | complete a ToBR | +| | | | | can only keep | +| | | | | the custom | +| | | | | unlimited | +| | | | | smartphone data | +| | | | | plan if the | +| | | | | target account | +| | | | | has a FAN with | +| | | | | Offer Elements | +| | | | | allowing that | +| | | | | custom plan. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 59 | [] | Does the | Yes, a valid | Content: Back | +| | | customer | email | to Top | +| | | need to have | address is | Requirements | +| | | a valid | required for | Equipment - | +| | | email | the customer | Compatible | +| | | address to | to register | equipment | +| | | register an | an AT&T Cell | includes the | +| | | AT&T Cell | Booster. | following: | +| | | Booster ? | (Source: | 5G Sub-6GHz, | +| | | | context) | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: | +| | | | | Booster | +| | | | | Location screen | +| | | | | will appear | +| | | | | asking for the | +| | | | | following | +| | | | | information | +| | | | | below. Once | +| | | | | complete, click | +| | | | | Next¶ Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | optional¶ On | +| | | | | the Confirm | +| | | | | Cell Booster | +| | | | | Info screen, | +| | | | | the customer is | +| | | | | to review the | +| | | | | fields they | +| | | | | just filled | +| | | | | out. If | +| | | | | anything needs | +| | | | | to be edited, | +| | | | | advise the | +| | | | | customer to | +| | | | | click the back | +| | | | | arrow on the | +| | | | | top left to | +| | | | | edit fields. If | +| | | | | all fields are | +| | | | | accurate, click | +| | | | | the Confirm | +| | | | | button. The | +| | | | | Registration | +| | | | | Successful | +| | | | | screen will | +| | | | | appear, advise | +| | | | | the customer to | +| | | | | click the Next | +| | | | | button at the | +| | | | | bottom of the | +| | | | | screen. Once | +| | | | | the device is | +| | | | | successfully | +| | | | | registered, the | +| | | | | customer will | +| | | | | be guided | +| | | | | through setup | +| | | | | and | +| | | | | installation | +| | | | | steps/screens | +| | | | | in the AT&T | +| | | | | Cell Booster | +| | | | | app or web | +| | | | | portal. The | +| | | | | first screen to | +| | | | | appear will be | +| | | | | Find the best | +| | | | | place for your | +| | | | | Cell Booster. | +| | | | | Advise the | +| | | | | customer that | +| | | | | once the device | +| | | | | is activated, | +| | | | | set it upright | +| | | | | or mount it to | +| | | | | a wall. Click | +| | | | | Next Locate | +| | | | | the yellow- | +| | | | | colored | +| | | | | Ethernet cable | +| | | | | in the box. | +| | | | | Once unwrapped, | +| | | | | connect one end | +| | | | | to the yellow | +| | | | | colored | +| | | | | Ethernet port. | +| | | | | Next, connect | +| | | | | the other end | +| | | | | of the Ethernet | +| | | | | cable to the | +| | | | | customer's | +| | | | | internet | +| | | | | gateway/router. | +| | | | | Push firmly on | +| | | | | each end of the | +| | | | | cable until it | +| | | | | clicks; click | +| | | | | Next. ¶ Heads | +| | | | | Up: If the | +| | | | | customer is not | +| | | | | sure which port | +| | | | | to use on their | +| | | | | internet | +| | | | | gateway/router, | +| | | | | any open | +| | | | | similar looking | +| | | | | port should | +| | | | | work and is | +| | | | | usually labeled | +| | | | | LAN¶ Attach | +| | | | | the GPS antenna | +| | | | | to the window | +| | | | | if one is | +| | | | | nearby. Make | +| | | | | sure the window | +| | | | | is clean so | +| | | | | that the | +| | | | | antenna adheres | +| | | | | securely, once | +| | | | | complete click | +| | | | | Next Plug the | +| | | | | power cable | +| | | | | into the Cell | +| | | | | Booster and | +| | | | | into a nearby | +| | | | | outlet. This is | +| | | | | the last step | +| | | | | to install and | +| | | | | once complete, | +| | | | | click Finish to | +| | | | | go to the Home | +| | | | | Page which will | +| | | | | display the | +| | | | | Cell Booster | +| | | | | under their | +| | | | | account. On | +| | | | | the Main page, | +| | | | | the customer | +| | | | | may see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about | +| | | | | 1min for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will displayed | +| | | | | Registered. ¶ | +| | | | | Note: The | +| | | | | customer will | +| | | | | get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with a summary | +| | | | | of their Cell | +| | | | | Booster | +| | | | | information | +| | | | | entered via the | +| | | | | mobile app or | +| | | | | portal.¶ Heads | +| | | | | Up: Cell | +| | | | | Booster Pro has | +| | | | | an optional | +| | | | | Power of | +| | | | | Ethernet | +| | | | | (POE)++ | +| | | | | splitter to | +| | | | | provide power | +| | | | | as an | +| | | | | alternative to | +| | | | | the power | +| | | | | supply. Note: | +| | | | | On the Main | +| | | | | Page, the | +| | | | | customers may | +| | | | | see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about 1 | +| | | | | minute for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will display | +| | | | | Registered. | +| | | | | Additional | +| | | | | Note: Customer | +| | | | | will get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with summary of | +| | | | | their Cell | +| | | | | Booster | +| | | | | information | +| | | | | input into | +| | | | | mobile app or | +| | | | | the portal. | +| | | | | After | +| | | | | registration | +| | | | | and set-up is | +| | | | | complete, AT&T | +| | | | | Cell Booster | +| | | | | will go through | +| | | | | an activation | +| | | | | sequence in the | +| | | | | Network. Device | +| | | | | activation can | +| | | | | take up to an | +| | | | | hour to | +| | | | | complete. The | +| | | | | customer will | +| | | | | receive an | +| | | | | email and SMS | +| | | | | notification | +| | | | | once the device | +| | | | | has complete | +| | | | | activation and | +| | | | | is enabled for | +| | | | | use. The device | +| | | | | LED's will turn | +| | | | | solid white in | +| | | | | the following | +| | | | | sequence as | +| | | | | steps are | +| | | | | completed: | +| | | | | Power > | +| | | | | Internet > GPS | +| | | | | > LTE > Status | +| | | | | Note: The | +| | | | | customer can | +| | | | | also check the | +| | | | | device status | +| | | | | in the portal | +| | | | | by selecting | +| | | | | the arrow next | +| | | | | to the device | +| | | | | on the Home | +| | | | | page to get | +| | | | | additional | +| | | | | status for that | +| | | | | device | +| | | | | including any | +| | | | | errors | +| | | | | encountered | +| | | | | during | +| | | | | activation. An | +| | | | | email or SMS | +| | | | | notification | +| | | | | will also be | +| | | | | sent to the | +| | | | | customer | +| | | | | showing the | +| | | | | progress as | +| | | | | well as if any | +| | | | | specific error | +| | | | | occur during | +| | | | | activation. ¶ | +| | | | | ¶ Activation | +| | | | | Failure¶ On | +| | | | | the Home page, | +| | | | | if the | +| | | | | activation | +| | | | | failed, a red | +| | | | | circle with an | +| | | | | exclamation | +| | | | | point will | +| | | | | appear on the | +| | | | | Cell Booster | +| | | | | image along | +| | | | | with the error | +| | | | | and | +| | | | | instructions. | +| | | | | The customer | +| | | | | should follow | +| | | | | the | +| | | | | instructions | +| | | | | provided to | +| | | | | resolve the | +| | | | | issue. Initial | +| | | | | troubleshooting | +| | | | | are always to | +| | | | | unplug the | +| | | | | power cord and | +| | | | | plug back in | +| | | | | (power cycle) | +| | | | | or to | +| | | | | disconnect the | +| | | | | device and | +| | | | | attempt | +| | | | | registration | +| | | | | again. ¶ ¶ | +| | | | | Back to Top | +| | | | | Location | +| | | | | Updates and | +| | | | | Disconnect | +| | | | | Adding or | +| | | | | Moving a Cell | +| | | | | Booster | +| | | | | Location¶ ¶ | +| | | | | The customer | +| | | | | can add another | +| | | | | location or | +| | | | | move their | +| | | | | device to | +| | | | | another | +| | | | | location | +| | | | | address from | +| | | | | the Home Page > | +| | | | | Add a location. | +| | | | | To add a | +| | | | | location, click | +| | | | | on the + sign | +| | | | | under My | +| | | | | Location on the | +| | | | | top left corner | +| | | | | of the | +| | | | | app/portal.¶ | +| | | | | The customer | +| | | | | will then need | +| | | | | to fill out the | +| | | | | following | +| | | | | fields then | +| | | | | click Next once | +| | | | | all fields are | +| | | | | filled out:¶ | +| | | | | Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | customer | +| | | | | chooses¶ ¶ To | +| | | | | move a device | +| | | | | to another | +| | | | | location, the | +| | | | | customer needs | +| | | | | to disconnect | +| | | | | the device at | +| | | | | their current | +| | | | | location. | +| | | | | Follow the | +| | | | | instructions | +| | | | | for Disconnect | +| | | | | AT&T Cell | +| | | | | Booster.¶ Once | +| | | | | disconnected, | +| | | | | the customer | +| | | | | can select the | +| | | | | location where | +| | | | | they want to | +| | | | | move their Cell | +| | | | | Booster and | +| | | | | click on the + | +| | | | | sign to add the | +| | | | | new location. | +| | | | | Follow the | +| | | | | instructions to | +| | | | | add a location. | +| | | | | ¶ Note: There | +| | | | | is a future | +| | | | | enhancement to | +| | | | | make a move | +| | | | | flow more | +| | | | | seamless. Until | +| | | | | then, the | +| | | | | customer will | +| | | | | need to | +| | | | | disconnect and | +| | | | | Source: | +| | | | | Content: re- | +| | | | | register their | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro at | +| | | | | a given | +| | | | | location. Also, | +| | | | | customers | +| | | | | cannot | +| | | | | mix/match Cell | +| | | | | Boosters and | +| | | | | Cell Boosters | +| | | | | Pros. ¶ ¶ Add | +| | | | | Another Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | Existing | +| | | | | Location (only | +| | | | | pertains to | +| | | | | customers with | +| | | | | multiple Cell | +| | | | | Boosters)¶ ¶ | +| | | | | From the Home | +| | | | | page, select | +| | | | | the location | +| | | | | where the | +| | | | | additional Cell | +| | | | | Booster will be | +| | | | | added. The | +| | | | | location is | +| | | | | listed at the | +| | | | | top of the | +| | | | | app/portal in | +| | | | | the top blue | +| | | | | circles. Once | +| | | | | the location is | +| | | | | selected, click | +| | | | | + sign to add | +| | | | | the additional | +| | | | | Cell Booster. | +| | | | | The customer | +| | | | | will be | +| | | | | prompted to | +| | | | | register the | +| | | | | device, the | +| | | | | customers | +| | | | | location will | +| | | | | be pre- | +| | | | | populated since | +| | | | | there is | +| | | | | already a | +| | | | | registered | +| | | | | device The | +| | | | | following | +| | | | | fields will | +| | | | | need to be | +| | | | | filled out:¶ | +| | | | | First NameLast | +| | | | | NameSerial | +| | | | | Number of Cell | +| | | | | Booster; the | +| | | | | customer can | +| | | | | scan the QR | +| | | | | code via mobile | +| | | | | however option | +| | | | | is not | +| | | | | available via | +| | | | | the we appAT&T | +| | | | | mobile phone | +| | | | | numberPreferred | +| | | | | emailCell | +| | | | | Booster | +| | | | | Nickname¶ | +| | | | | Note: The first | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | configuration | +| | | | | type (AT&T or | +| | | | | FirstNet) | +| | | | | selected for a | +| | | | | location will | +| | | | | apply to all | +| | | | | subsequent Cell | +| | | | | Booster Pro’s | +| | | | | added to the | +| | | | | same location. | +| | | | | The drop-down | +| | | | | list for | +| | | | | configuration | +| | | | | type will not | +| | | | | be displayed | +| | | | | for the 2nd and | +| | | | | 3rd Cell | +| | | | | Booster Pro's | +| | | | | added to a | +| | | | | location. User | +| | | | | cannot mix and | +| | | | | match Cell | +| | | | | Booster and | +| | | | | AT&T configured | +| | | | | Cell Booster | +| | | | | Pro with a | +| | | | | FirstNet Cell | +| | | | | Booster Pro at | +| | | | | same location | +| | | | | address. | +| | | | | Adding a third | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Follow the same | +| | | | | steps listed | +| | | | | above, once a | +| | | | | third Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro is | +| | | | | added to a | +| | | | | location, the + | +| | | | | sign on the top | +| | | | | right corner | +| | | | | will be grayed | +| | | | | out and the | +| | | | | customer cannot | +| | | | | add additional | +| | | | | devices to the | +| | | | | given address. | +| | | | | Disconnect AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | From the Home | +| | | | | Page, scroll | +| | | | | down to see a | +| | | | | red Disconnect | +| | | | | button Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear: Are You | +| | | | | Sure - click | +| | | | | Yes to continue | +| | | | | the disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | will appear on | +| | | | | a new screen. | +| | | | | The customer | +| | | | | can also click | +| | | | | Cancel, if they | +| | | | | decide not to | +| | | | | disconnect the | +| | | | | device. Add | +| | | | | another user - | +| | | | | Admin function | +| | | | | The app/portal | +| | | | | admin feature | +| | | | | allows multiple | +| | | | | people to have | +| | | | | access to the | +| | | | | status and | +| | | | | management of a | +| | | | | designated Cell | +| | | | | Booster device. | +| | | | | The initial | +| | | | | customer | +| | | | | registering the | +| | | | | device can add | +| | | | | an additional | +| | | | | user as an | +| | | | | admin. Each | +| | | | | added admin can | +| | | | | add/delete | +| | | | | users as well. | +| | | | | Anyone added as | +| | | | | an admin will | +| | | | | have the same | +| | | | | permission | +| | | | | levels and view | +| | | | | access to the | +| | | | | designated Cell | +| | | | | Booster. | +| | | | | Additional | +| | | | | admins will | +| | | | | also receive | +| | | | | customer | +| | | | | notifications | +| | | | | and SMS (if | +| | | | | they opt-in). | +| | | | | To add an | +| | | | | admin:¶ ¶ | +| | | | | Select the Cell | +| | | | | Booster device | +| | | | | under the Home | +| | | | | Page by | +| | | | | clicking the | +| | | | | right arrow | +| | | | | Once selected, | +| | | | | select Admin | +| | | | | List under | +| | | | | Device Details | +| | | | | Click the blue | +| | | | | + sign to add | +| | | | | an admin Fill | +| | | | | out the | +| | | | | following | +| | | | | fields¶ Login | +| | | | | ID - this is | +| | | | | the myAT&T | +| | | | | Username that | +| | | | | users will use | +| | | | | to sign into | +| | | | | the | +| | | | | app/portalFirst | +| | | | | and Last | +| | | | | NamePhone | +| | | | | NumberContact | +| | | | | Email¶ | +| | | | | Recommend to | +| | | | | the customer to | +| | | | | have SMS and | +| | | | | Email | +| | | | | Notification | +| | | | | turned On > | +| | | | | click Save. | +| | | | | FirstNet Only: | +| | | | | Update Open / | +| | | | | Closed Access¶ | +| | | | | ¶ Open Access: | +| | | | | Any User can | +| | | | | attach to the | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro Closed | +| | | | | Access: Only | +| | | | | designated | +| | | | | users can | +| | | | | attach to the | +| | | | | Cell Booster | +| | | | | Pro. This is | +| | | | | restricted | +| | | | | access. The | +| | | | | User List will | +| | | | | appear for each | +| | | | | Cell Booster | +| | | | | Pro configured | +| | | | | as FirstNet. | +| | | | | FN users can | +| | | | | toggle between | +| | | | | Open and Closed | +| | | | | access after | +| | | | | they register | +| | | | | their device. | +| | | | | FirstNet Cell | +| | | | | Booster Pro | +| | | | | will initially | +| | | | | be registered | +| | | | | as Open Access. | +| | | | | Once | +| | | | | registered, | +| | | | | customer can | +| | | | | select the Cell | +| | | | | Booster Pro | +| | | | | from the Home | +| | | | | Page by | +| | | | | selecting the | +| | | | | right arrow | +| | | | | next to the | +| | | | | device. | +| | | | | Customer can | +| | | | | access the User | +| | | | | List option to | +| | | | | update their | +| | | | | Cell Booster | +| | | | | device to | +| | | | | Closed Access | +| | | | | and update the | +| | | | | User List. ¶ | +| | | | | ¶ FirstNet | +| | | | | Only: Add Users | +| | | | | to AT&T Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | On the User | +| | | | | List screen, | +| | | | | select to + | +| | | | | sign to add | +| | | | | additional | +| | | | | users to | +| | | | | whitelist | +| | | | | Customers will | +| | | | | fill out the | +| | | | | following | +| | | | | fields for each | +| | | | | user and the | +| | | | | select Save at | +| | | | | bottom of the | +| | | | | screen:¶ ¶ | +| | | | | First Name | +| | | | | Last Name | +| | | | | Phone User | +| | | | | will get a | +| | | | | Success message | +| | | | | when user is | +| | | | | successfully | +| | | | | added. Note: | +| | | | | Only AT&T | +| | | | | wireless | +| | | | | subscribers can | +| | | | | be added to | +| | | | | User List, | +| | | | | otherwise | +| | | | | customer will | +| | | | | get error if | +| | | | | they attempt to | +| | | | | input number | +| | | | | for customer | +| | | | | who has a | +| | | | | different | +| | | | | wireless | +| | | | | carrier. | +| | | | | Customer can | +| | | | | add additional | +| | | | | users by | +| | | | | clicking the + | +| | | | | sign on the | +| | | | | User List | +| | | | | screen. There | +| | | | | is no maximum | +| | | | | limit on users | +| | | | | that can be | +| | | | | added. ¶ ¶ | +| | | | | Disconnect | +| | | | | AT&T Cell | +| | | | | Booster ¶ If | +| | | | | the customer | +| | | | | wants to | +| | | | | disconnect | +| | | | | their device:¶ | +| | | | | ¶ From the | +| | | | | Home page, | +| | | | | scroll down to | +| | | | | see a red | +| | | | | Disconnect | +| | | | | button. Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear : Are | +| | | | | You Sure - | +| | | | | click Yes to | +| | | | | continue the | +| | | | | disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | Source: | +| | | | | Content: valid | +| | | | | credit card to | +| | | | | order over the | +| | | | | phone.¶ | +| | | | | Limited | +| | | | | VIP/Business | +| | | | | AT&T Signature | +| | | | | Program FANs | +| | | | | allow Bill to | +| | | | | Air (BTA) per | +| | | | | FaST.The email | +| | | | | address is | +| | | | | required, so | +| | | | | the customer | +| | | | | can accept the | +| | | | | terms and | +| | | | | conditions of | +| | | | | their upgrade | +| | | | | before the | +| | | | | device shipsIf | +| | | | | the customer is | +| | | | | unwilling or | +| | | | | cannot provide | +| | | | | an email | +| | | | | address or a | +| | | | | valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ ¶ ¶ myATT | +| | | | | / Premier¶ ¶ | +| | | | | Cannot ship to | +| | | | | a post office | +| | | | | box or Rural | +| | | | | Route | +| | | | | address.Early | +| | | | | non-iPhone | +| | | | | upgrades are | +| | | | | not supported | +| | | | | in Premier.Exce | +| | | | | ption Pricing | +| | | | | and Secured | +| | | | | eligibility | +| | | | | Overrides are | +| | | | | not | +| | | | | supported.Email | +| | | | | address | +| | | | | required.AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | devices may be | +| | | | | available | +| | | | | through Premier | +| | | | | or att.com/wire | +| | | | | less.¶ AT&T | +| | | | | Certified | +| | | | | Restored device | +| | | | | follow standard | +| | | | | processes for | +| | | | | ordering and re | +| | | | | turn/exchanges. | +| | | | | ¶ ¶ ¶ ¶ | +| | | | | AT&T Retail¶ ¶ | +| | | | | Check FaST to | +| | | | | make sure the | +| | | | | CRU FAN | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail.Only | +| | | | | those listed as | +| | | | | the following | +| | | | | can make | +| | | | | transactions | +| | | | | requests at an | +| | | | | AT&T Retail | +| | | | | store | +| | | | | location:¶ | +| | | | | VIP/Business | +| | | | | AT&T Signature | +| | | | | Program, Small | +| | | | | Business (non- | +| | | | | FAN), or Small | +| | | | | Business with | +| | | | | FAN without a | +| | | | | FaST profile - | +| | | | | Only account | +| | | | | holders.Retail | +| | | | | Authorized | +| | | | | Users (RAUs) ¶ | +| | | | | ¶ Back to Top | +| | | | | ¶ Upgrade | +| | | | | Procedures ¶ | +| | | | | 1Check upgrade | +| | | | | eligibility in | +| | | | | OPUS. See | +| | | | | Process | +| | | | | Upgrades - OPUS | +| | | | | - Business.¶ | +| | | | | You can only | +| | | | | check | +| | | | | eligibility for | +| | | | | suspended | +| | | | | subscribers who | +| | | | | are suspended | +| | | | | for | +| | | | | lost/stolen.¶ | +| | | | | 2Advise the | +| | | | | customer of | +| | | | | eligibility | +| | | | | date and ask if | +| | | | | they would like | +| | | | | to order | +| | | | | equipment over | +| | | | | the phone.¶ | +| | | | | Review early | +| | | | | upgrade | +| | | | | eligibility | +| | | | | options for | +| | | | | customers who | +| | | | | want an iPhone | +| | | | | and are not | +| | | | | eligible for | +| | | | | full discounted | +| | | | | pricing:Offer | +| | | | | to place a no- | +| | | | | commitment | +| | | | | pricing order | +| | | | | if the customer | +| | | | | is not showing | +| | | | | eligible for an | +| | | | | upgrade.Offer | +| | | | | to place a | +| | | | | discounted | +| | | | | price order if | +| | | | | the customer is | +| | | | | showing | +| | | | | eligible for an | +| | | | | upgrade.For CRU | +| | | | | with FAN end- | +| | | | | users with no | +| | | | | EUMC Table, | +| | | | | provide | +| | | | | eligibility | +| | | | | date but do not | +| | | | | process an | +| | | | | equipment | +| | | | | order.If the | +| | | | | customer is | +| | | | | showing not | +| | | | | eligible due to | +| | | | | account status | +| | | | | or past due:¶ | +| | | | | Reinstating the | +| | | | | service or | +| | | | | taking a | +| | | | | payment to make | +| | | | | the account | +| | | | | current could | +| | | | | impact upgrade | +| | | | | eligibility.Off | +| | | | | er to change | +| | | | | the account | +| | | | | status to | +| | | | | active if | +| | | | | applicable or | +| | | | | take a | +| | | | | payment.If the | +| | | | | customer makes | +| | | | | a payment to | +| | | | | make the | +| | | | | account current | +| | | | | or the account | +| | | | | is made active, | +| | | | | recheck | +| | | | | eligibility.¶ | +| | | | | ¶ | +| | | | | IfThenCustomer | +| | | | | wants to order | +| | | | | over the | +| | | | | phoneContinue | +| | | | | to the next | +| | | | | step.Customer | +| | | | | declined | +| | | | | ordering over | +| | | | | the phone¶ | +| | | | | Advise of | +| | | | | potential | +| | | | | upgrade | +| | | | | eligibility | +| | | | | changes:¶ | +| | | | | Upgrade | +| | | | | eligibility can | +| | | | | change.Changes | +| | | | | (such as, to | +| | | | | the rate plan, | +| | | | | features, | +| | | | | contract, or | +| | | | | status) can | +| | | | | play a role in | +| | | | | the | +| | | | | current/future | +| | | | | eligibility | +| | | | | date.¶ | +| | | | | Procedures¶ If | +| | | | | the PCN tab is | +| | | | | populated in | +| | | | | Clarify, advise | +| | | | | the customer | +| | | | | that you are | +| | | | | sending a PCN | +| | | | | email.Note the | +| | | | | account.¶ | +| | | | | Self-Service | +| | | | | Options¶ | +| | | | | Remind | +| | | | | customers they | +| | | | | can check | +| | | | | eligibility | +| | | | | through myAT&T | +| | | | | or use *NEW#. | +| | | | | Customers can | +| | | | | order equipment | +| | | | | online.¶ ¶ | +| | | | | Customer | +| | | | | disputes | +| | | | | eligibility | +| | | | | dateSee | +| | | | | Customer | +| | | | | Disputes | +| | | | | Upgrade | +| | | | | Eligibility | +| | | | | Date - | +| | | | | BCS.Customer is | +| | | | | not eligibleDet | +| | | | | ermine if the | +| | | | | customer is | +| | | | | eligible for a | +| | | | | Shared Upgrade¶ | +| | | | | 3Review | +| | | | | equipment | +| | | | | pricing and | +| | | | | handset choices | +| | | | | with the | +| | | | | customer.¶ Use | +| | | | | OPUS to quote | +| | | | | final equipment | +| | | | | prices to | +| | | | | include | +| | | | | installment | +| | | | | plan | +| | | | | information.Do | +| | | | | not proactively | +| | | | | offer to change | +| | | | | the equipment | +| | | | | pricing.For | +| | | | | additional | +| | | | | equipment | +| | | | | pricing | +| | | | | details, review | +| | | | | Equipment | +| | | | | Pricing Policy | +| | | | | - BCSS.Offer | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan as the | +| | | | | lead offer for | +| | | | | equipment | +| | | | | upgrades.¶ Use | +| | | | | the Business | +| | | | | Rate Plan | +| | | | | Calculator to | +| | | | | highlight the | +| | | | | savings when | +| | | | | pairing AT&T | +| | | | | Installment | +| | | | | Plan with | +| | | | | Unlimited Your | +| | | | | Way for | +| | | | | Business plans. | +| | | | | ¶ ¶ AT&T | +| | | | | Installment | +| | | | | Plan and AT&T | +| | | | | Next Up¶ Offer | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan as the | +| | | | | lead offer for | +| | | | | equipment | +| | | | | upgrades, if | +| | | | | eligible. The | +| | | | | AT&T | +| | | | | Installment | +| | | | | Plan with 36 | +| | | | | monthly | +| | | | | installments is | +| | | | | for customers | +| | | | | who do not mind | +| | | | | waiting to | +| | | | | upgrade to a | +| | | | | new smartphone. | +| | | | | ¶ If they are | +| | | | | not eligible | +| | | | | for AT&T | +| | | | | Installment | +| | | | | Plan, explain | +| | | | | the other | +| | | | | options | +| | | | | available to | +| | | | | the customer.¶ | +| | | | | There is no | +| | | | | down payment | +| | | | | and no | +| | | | | financing | +| | | | | fee.AT&T Next | +| | | | | UP with 36 | +| | | | | monthly | +| | | | | installments | +| | | | | with an early | +| | | | | upgrade options | +| | | | | (Next Up | +| | | | | feature charge | +| | | | | of $6/mo.). ¶ | +| | | | | Lead with AT&T | +| | | | | Next Up for | +| | | | | customers who | +| | | | | prefer the | +| | | | | ability to | +| | | | | upgrade early | +| | | | | after 50% of | +| | | | | the smartphone | +| | | | | cost is paid. ¶ | +| | | | | An upgrade fee | +| | | | | is charged. See | +| | | | | AT&T Fees.For | +| | | | | additional | +| | | | | installment | +| | | | | plan | +| | | | | information, | +| | | | | review | +| | | | | Installment | +| | | | | Plan Smartphone | +| | | | | Purchase | +| | | | | Options¶ | +| | | | | Mobile Share | +| | | | | Plan or | +| | | | | Unlimited | +| | | | | Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 60 | [] | How can | Customers | Content: will | +| | | customers | can add | appear on a new | +| | | add another | another | screen. The | +| | | location or | location or | customer can | +| | | move their | move their | also click | +| | | device to | device to | Cancel if they | +| | | another | another | decide not to | +| | | location? | location by | disconnect the | +| | | | going to the | device. Add a | +| | | | Home Page | Cell Booster | +| | | | and clicking | Location / Move | +| | | | on the + | AT&T Cell | +| | | | sign located | Booster or Cell | +| | | | under My | Booster Pro to | +| | | | locations | another | +| | | | section on | location:¶ If | +| | | | the top left | the customer | +| | | | corner of | wants to add | +| | | | the | another | +| | | | app/portal. | location or | +| | | | To move a | move their | +| | | | device to | device to | +| | | | another | another | +| | | | location, | location | +| | | | the customer | address, | +| | | | needs to | customer can go | +| | | | disconnect | to Home Page | +| | | | the device | and add a | +| | | | at their | location. To | +| | | | current | add a location: | +| | | | location and | click on the + | +| | | | then select | located under | +| | | | the location | My locations | +| | | | where they | section on the | +| | | | want to move | top left corner | +| | | | their Cell | of the | +| | | | Booster and | app/portal. | +| | | | click on the | Customers will | +| | | | + sign to | fill out the | +| | | | add the new | following | +| | | | location. | fields:¶ ¶ | +| | | | (Source: | Address 1 | +| | | | context | Address 2 (if | +| | | | provided) | needed) City, | +| | | | | State, Zip Code | +| | | | | Location | +| | | | | Nickname – | +| | | | | customer | +| | | | | chooses. Click | +| | | | | Next once all | +| | | | | fields are | +| | | | | filled out. To | +| | | | | move a device | +| | | | | to another | +| | | | | location ¶ ¶ | +| | | | | The customer | +| | | | | needs to | +| | | | | disconnect the | +| | | | | device at their | +| | | | | current | +| | | | | location (see | +| | | | | instructions to | +| | | | | disconnect). | +| | | | | Once | +| | | | | disconnect, | +| | | | | customer can | +| | | | | select the | +| | | | | “location” | +| | | | | where they want | +| | | | | to move their | +| | | | | Cell Booster | +| | | | | and click on + | +| | | | | sign to add | +| | | | | Cell Booster to | +| | | | | that location. | +| | | | | See | +| | | | | instructions to | +| | | | | Add Another | +| | | | | Cell Booster to | +| | | | | Existing | +| | | | | Location. ¶ | +| | | | | Note: There is | +| | | | | a future | +| | | | | enhancement to | +| | | | | make the move | +| | | | | flow more | +| | | | | seamless with | +| | | | | TBD date. Until | +| | | | | this is | +| | | | | delivered, | +| | | | | customer will | +| | | | | need to | +| | | | | disconnect and | +| | | | | re-register | +| | | | | their AT&T Cell | +| | | | | Booster at a | +| | | | | given location. | +| | | | | ¶ ¶ Back to | +| | | | | Top Adding | +| | | | | Admin Access ¶ | +| | | | | The app/portal | +| | | | | admin feature | +| | | | | allows multiple | +| | | | | people to have | +| | | | | access to the | +| | | | | status and | +| | | | | management of a | +| | | | | designated Cell | +| | | | | Booster device. | +| | | | | The initial | +| | | | | customer | +| | | | | registering the | +| | | | | device can add | +| | | | | an additional | +| | | | | user as an | +| | | | | admin. Each | +| | | | | added admin can | +| | | | | add/delete | +| | | | | users as well. | +| | | | | Anyone added as | +| | | | | an admin will | +| | | | | have the same | +| | | | | permission | +| | | | | levels and view | +| | | | | access to the | +| | | | | designated Cell | +| | | | | Booster. | +| | | | | Additional | +| | | | | admins will | +| | | | | also receive | +| | | | | customer | +| | | | | notifications | +| | | | | and SMS (if | +| | | | | they opt-in). | +| | | | | Note: If Rep is | +| | | | | using admin | +| | | | | list function | +| | | | | to correct the | +| | | | | Login ID | +| | | | | associated to | +| | | | | the Cell | +| | | | | Booster: ¶ ¶ | +| | | | | Do not | +| | | | | "overwrite" | +| | | | | Login ID field | +| | | | | or delete the | +| | | | | original Login | +| | | | | ID under Admin | +| | | | | List since this | +| | | | | will cause the | +| | | | | customer to be | +| | | | | locked out of | +| | | | | their account | +| | | | | for Cell | +| | | | | Booster. Rep | +| | | | | can add an | +| | | | | additional | +| | | | | Login ID via | +| | | | | instructions | +| | | | | below. If any | +| | | | | edits are made | +| | | | | to Login ID | +| | | | | value in Admin | +| | | | | List, ensure | +| | | | | that customer | +| | | | | is aware of the | +| | | | | "edited" Login | +| | | | | ID since | +| | | | | customer will | +| | | | | need to use | +| | | | | this Login ID | +| | | | | to authenticate | +| | | | | into the | +| | | | | app/web portal | +| | | | | and any edits | +| | | | | can cause | +| | | | | customer to be | +| | | | | locked out. ¶ | +| | | | | ¶ To add an | +| | | | | admin:¶ ¶ | +| | | | | Select the Cell | +| | | | | Booster device | +| | | | | under the Home | +| | | | | Page by | +| | | | | clicking the | +| | | | | right arrowOnce | +| | | | | selected, | +| | | | | select Admin | +| | | | | List under | +| | | | | Device | +| | | | | DetailsClick | +| | | | | the blue + sign | +| | | | | to add an | +| | | | | adminFill out | +| | | | | the following | +| | | | | fields:¶ Login | +| | | | | ID - this is | +| | | | | the myAT&T | +| | | | | Username that | +| | | | | users will use | +| | | | | to sign into | +| | | | | the | +| | | | | app/portalFirst | +| | | | | NameLast | +| | | | | NamePhone | +| | | | | NumberContact | +| | | | | Email¶ | +| | | | | Recommend to | +| | | | | the customer to | +| | | | | have SMS and | +| | | | | Email | +| | | | | Notification | +| | | | | turned On > | +| | | | | click Save.¶ ¶ | +| | | | | Back to Top ¶ | +| | | | | Update | +| | | | | Notification | +| | | | | Settings (email | +| | | | | and SMS) The | +| | | | | user has the | +| | | | | option to | +| | | | | enable/disable | +| | | | | email and SMS | +| | | | | notifications | +| | | | | that are sent | +| | | | | during Cell | +| | | | | Booster | +| | | | | activation and | +| | | | | even post | +| | | | | activation if | +| | | | | device movement | +| | | | | is detected. | +| | | | | Notifications | +| | | | | will be | +| | | | | defaulted to On | +| | | | | for the user | +| | | | | that is | +| | | | | registering the | +| | | | | Cell Booster | +| | | | | device. Note: | +| | | | | Any secondary | +| | | | | Admin users | +| | | | | will | +| | | | | automatically | +| | | | | have both Email | +| | | | | and SMS | +| | | | | notifications | +| | | | | set to Off, the | +| | | | | option will | +| | | | | need to be | +| | | | | turned On if | +| | | | | the user wants | +| | | | | to receive | +| | | | | notifications. | +| | | | | To update | +| | | | | notification | +| | | | | settings:¶ | +| | | | | Select the Cell | +| | | | | Booster device | +| | | | | under the Home | +| | | | | Page by | +| | | | | clicking the | +| | | | | right arrow | +| | | | | Once selected, | +| | | | | select Admin | +| | | | | List under | +| | | | | Device Details | +| | | | | Select the | +| | | | | appropriate | +| | | | | Admin user by | +| | | | | clicking the | +| | | | | right arrow | +| | | | | next to the | +| | | | | user At the | +| | | | | bottom of the | +| | | | | screen, SMS | +| | | | | Notifications | +| | | | | and Email | +| | | | | Notifications | +| | | | | will display an | +| | | | | On/Off toggle | +| | | | | switch. The | +| | | | | user can decide | +| | | | | which option is | +| | | | | best suited for | +| | | | | them and this | +| | | | | step can be | +| | | | | repeated for | +| | | | | each Admin User | +| | | | | listed. Update | +| | | | | Cell Booster | +| | | | | Pro to AT&T or | +| | | | | FirstNet | +| | | | | configuration | +| | | | | If Cell Booster | +| | | | | Pro needs to be | +| | | | | updated from | +| | | | | FirstNet to | +| | | | | AT&T | +| | | | | configuration | +| | | | | or AT&T to | +| | | | | FirstNet | +| | | | | configuration, | +| | | | | customer will | +| | | | | need to | +| | | | | disconnect the | +| | | | | Cell Booster | +| | | | | Pro (see | +| | | | | instructions to | +| | | | | disconnect) and | +| | | | | then complete | +| | | | | the | +| | | | | registration | +| | | | | steps again at | +| | | | | the location | +| | | | | where Cell | +| | | | | Booster is | +| | | | | currently | +| | | | | installed (see | +| | | | | instructions to | +| | | | | Add Another | +| | | | | Cell Booster to | +| | | | | Existing | +| | | | | Location ). | +| | | | | Heads up: if | +| | | | | there is more | +| | | | | than 1 cell | +| | | | | booster at a | +| | | | | location, all | +| | | | | of them must | +| | | | | change to | +| | | | | selected | +| | | | | configuration. | +| | | | | If that's the | +| | | | | case, then all | +| | | | | devices must be | +| | | | | disconnected | +| | | | | first, then | +| | | | | reactivated | +| | | | | with the new | +| | | | | configuration | +| | | | | setting. Note: | +| | | | | There is a | +| | | | | future | +| | | | | enhancement to | +| | | | | make the | +| | | | | Configuration | +| | | | | type update | +| | | | | more seamless | +| | | | | with TBD date. | +| | | | | Until this is | +| | | | | delivered, | +| | | | | customer will | +| | | | | need to | +| | | | | disconnect and | +| | | | | re-register | +| | | | | their AT&T Cell | +| | | | | Booster. ¶ ¶ | +| | | | | Back to Top | +| | | | | Performance | +| | | | | Report ( | +| | | | | Source: | +| | | | | Content: | +| | | | | Booster | +| | | | | Location screen | +| | | | | will appear | +| | | | | asking for the | +| | | | | following | +| | | | | information | +| | | | | below. Once | +| | | | | complete, click | +| | | | | Next¶ Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | optional¶ On | +| | | | | the Confirm | +| | | | | Cell Booster | +| | | | | Info screen, | +| | | | | the customer is | +| | | | | to review the | +| | | | | fields they | +| | | | | just filled | +| | | | | out. If | +| | | | | anything needs | +| | | | | to be edited, | +| | | | | advise the | +| | | | | customer to | +| | | | | click the back | +| | | | | arrow on the | +| | | | | top left to | +| | | | | edit fields. If | +| | | | | all fields are | +| | | | | accurate, click | +| | | | | the Confirm | +| | | | | button. The | +| | | | | Registration | +| | | | | Successful | +| | | | | screen will | +| | | | | appear, advise | +| | | | | the customer to | +| | | | | click the Next | +| | | | | button at the | +| | | | | bottom of the | +| | | | | screen. Once | +| | | | | the device is | +| | | | | successfully | +| | | | | registered, the | +| | | | | customer will | +| | | | | be guided | +| | | | | through setup | +| | | | | and | +| | | | | installation | +| | | | | steps/screens | +| | | | | in the AT&T | +| | | | | Cell Booster | +| | | | | app or web | +| | | | | portal. The | +| | | | | first screen to | +| | | | | appear will be | +| | | | | Find the best | +| | | | | place for your | +| | | | | Cell Booster. | +| | | | | Advise the | +| | | | | customer that | +| | | | | once the device | +| | | | | is activated, | +| | | | | set it upright | +| | | | | or mount it to | +| | | | | a wall. Click | +| | | | | Next Locate | +| | | | | the yellow- | +| | | | | colored | +| | | | | Ethernet cable | +| | | | | in the box. | +| | | | | Once unwrapped, | +| | | | | connect one end | +| | | | | to the yellow | +| | | | | colored | +| | | | | Ethernet port. | +| | | | | Next, connect | +| | | | | the other end | +| | | | | of the Ethernet | +| | | | | cable to the | +| | | | | customer's | +| | | | | internet | +| | | | | gateway/router. | +| | | | | Push firmly on | +| | | | | each end of the | +| | | | | cable until it | +| | | | | clicks; click | +| | | | | Next. ¶ Heads | +| | | | | Up: If the | +| | | | | customer is not | +| | | | | sure which port | +| | | | | to use on their | +| | | | | internet | +| | | | | gateway/router, | +| | | | | any open | +| | | | | similar looking | +| | | | | port should | +| | | | | work and is | +| | | | | usually labeled | +| | | | | LAN¶ Attach | +| | | | | the GPS antenna | +| | | | | to the window | +| | | | | if one is | +| | | | | nearby. Make | +| | | | | sure the window | +| | | | | is clean so | +| | | | | that the | +| | | | | antenna adheres | +| | | | | securely, once | +| | | | | complete click | +| | | | | Next Plug the | +| | | | | power cable | +| | | | | into the Cell | +| | | | | Booster and | +| | | | | into a nearby | +| | | | | outlet. This is | +| | | | | the last step | +| | | | | to install and | +| | | | | once complete, | +| | | | | click Finish to | +| | | | | go to the Home | +| | | | | Page which will | +| | | | | display the | +| | | | | Cell Booster | +| | | | | under their | +| | | | | account. On | +| | | | | the Main page, | +| | | | | the customer | +| | | | | may see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about | +| | | | | 1min for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will displayed | +| | | | | Registered. ¶ | +| | | | | Note: The | +| | | | | customer will | +| | | | | get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with a summary | +| | | | | of their Cell | +| | | | | Booster | +| | | | | information | +| | | | | entered via the | +| | | | | mobile app or | +| | | | | portal.¶ Heads | +| | | | | Up: Cell | +| | | | | Booster Pro has | +| | | | | an optional | +| | | | | Power of | +| | | | | Ethernet | +| | | | | (POE)++ | +| | | | | splitter to | +| | | | | provide power | +| | | | | as an | +| | | | | alternative to | +| | | | | the power | +| | | | | supply. Note: | +| | | | | On the Main | +| | | | | Page, the | +| | | | | customers may | +| | | | | see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about 1 | +| | | | | minute for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will display | +| | | | | Registered. | +| | | | | Additional | +| | | | | Note: Customer | +| | | | | will get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with summary of | +| | | | | their Cell | +| | | | | Booster | +| | | | | information | +| | | | | input into | +| | | | | mobile app or | +| | | | | the portal. | +| | | | | After | +| | | | | registration | +| | | | | and set-up is | +| | | | | complete, AT&T | +| | | | | Cell Booster | +| | | | | will go through | +| | | | | an activation | +| | | | | sequence in the | +| | | | | Network. Device | +| | | | | activation can | +| | | | | take up to an | +| | | | | hour to | +| | | | | complete. The | +| | | | | customer will | +| | | | | receive an | +| | | | | email and SMS | +| | | | | notification | +| | | | | once the device | +| | | | | has complete | +| | | | | activation and | +| | | | | is enabled for | +| | | | | use. The device | +| | | | | LED's will turn | +| | | | | solid white in | +| | | | | the following | +| | | | | sequence as | +| | | | | steps are | +| | | | | completed: | +| | | | | Power > | +| | | | | Internet > GPS | +| | | | | > LTE > Status | +| | | | | Note: The | +| | | | | customer can | +| | | | | also check the | +| | | | | device status | +| | | | | in the portal | +| | | | | by selecting | +| | | | | the arrow next | +| | | | | to the device | +| | | | | on the Home | +| | | | | page to get | +| | | | | additional | +| | | | | status for that | +| | | | | device | +| | | | | including any | +| | | | | errors | +| | | | | encountered | +| | | | | during | +| | | | | activation. An | +| | | | | email or SMS | +| | | | | notification | +| | | | | will also be | +| | | | | sent to the | +| | | | | customer | +| | | | | showing the | +| | | | | progress as | +| | | | | well as if any | +| | | | | specific error | +| | | | | occur during | +| | | | | activation. ¶ | +| | | | | ¶ Activation | +| | | | | Failure¶ On | +| | | | | the Home page, | +| | | | | if the | +| | | | | activation | +| | | | | failed, a red | +| | | | | circle with an | +| | | | | exclamation | +| | | | | point will | +| | | | | appear on the | +| | | | | Cell Booster | +| | | | | image along | +| | | | | with the error | +| | | | | and | +| | | | | instructions. | +| | | | | The customer | +| | | | | should follow | +| | | | | the | +| | | | | instructions | +| | | | | provided to | +| | | | | resolve the | +| | | | | issue. Initial | +| | | | | troubleshooting | +| | | | | are always to | +| | | | | unplug the | +| | | | | power cord and | +| | | | | plug back in | +| | | | | (power cycle) | +| | | | | or to | +| | | | | disconnect the | +| | | | | device and | +| | | | | attempt | +| | | | | registration | +| | | | | again. ¶ ¶ | +| | | | | Back to Top | +| | | | | Location | +| | | | | Updates and | +| | | | | Disconnect | +| | | | | Adding or | +| | | | | Moving a Cell | +| | | | | Booster | +| | | | | Location¶ ¶ | +| | | | | The customer | +| | | | | can add another | +| | | | | location or | +| | | | | move their | +| | | | | device to | +| | | | | another | +| | | | | location | +| | | | | address from | +| | | | | the Home Page > | +| | | | | Add a location. | +| | | | | To add a | +| | | | | location, click | +| | | | | on the + sign | +| | | | | under My | +| | | | | Location on the | +| | | | | top left corner | +| | | | | of the | +| | | | | app/portal.¶ | +| | | | | The customer | +| | | | | will then need | +| | | | | to fill out the | +| | | | | following | +| | | | | fields then | +| | | | | click Next once | +| | | | | all fields are | +| | | | | filled out:¶ | +| | | | | Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | customer | +| | | | | chooses¶ ¶ To | +| | | | | move a device | +| | | | | to another | +| | | | | location, the | +| | | | | customer needs | +| | | | | to disconnect | +| | | | | the device at | +| | | | | their current | +| | | | | location. | +| | | | | Follow the | +| | | | | instructions | +| | | | | for Disconnect | +| | | | | AT&T Cell | +| | | | | Booster.¶ Once | +| | | | | disconnected, | +| | | | | the customer | +| | | | | can select the | +| | | | | location where | +| | | | | they want to | +| | | | | move their Cell | +| | | | | Booster and | +| | | | | click on the + | +| | | | | sign to add the | +| | | | | new location. | +| | | | | Follow the | +| | | | | instructions to | +| | | | | add a location. | +| | | | | ¶ Note: There | +| | | | | is a future | +| | | | | enhancement to | +| | | | | make a move | +| | | | | flow more | +| | | | | seamless. Until | +| | | | | then, the | +| | | | | customer will | +| | | | | need to | +| | | | | disconnect and | +| | | | | Source: | +| | | | | Content: re- | +| | | | | register their | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro at | +| | | | | a given | +| | | | | location. Also, | +| | | | | customers | +| | | | | cannot | +| | | | | mix/match Cell | +| | | | | Boosters and | +| | | | | Cell Boosters | +| | | | | Pros. ¶ ¶ Add | +| | | | | Another Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | Existing | +| | | | | Location (only | +| | | | | pertains to | +| | | | | customers with | +| | | | | multiple Cell | +| | | | | Boosters)¶ ¶ | +| | | | | From the Home | +| | | | | page, select | +| | | | | the location | +| | | | | where the | +| | | | | additional Cell | +| | | | | Booster will be | +| | | | | added. The | +| | | | | location is | +| | | | | listed at the | +| | | | | top of the | +| | | | | app/portal in | +| | | | | the top blue | +| | | | | circles. Once | +| | | | | the location is | +| | | | | selected, click | +| | | | | + sign to add | +| | | | | the additional | +| | | | | Cell Booster. | +| | | | | The customer | +| | | | | will be | +| | | | | prompted to | +| | | | | register the | +| | | | | device, the | +| | | | | customers | +| | | | | location will | +| | | | | be pre- | +| | | | | populated since | +| | | | | there is | +| | | | | already a | +| | | | | registered | +| | | | | device The | +| | | | | following | +| | | | | fields will | +| | | | | need to be | +| | | | | filled out:¶ | +| | | | | First NameLast | +| | | | | NameSerial | +| | | | | Number of Cell | +| | | | | Booster; the | +| | | | | customer can | +| | | | | scan the QR | +| | | | | code via mobile | +| | | | | however option | +| | | | | is not | +| | | | | available via | +| | | | | the we appAT&T | +| | | | | mobile phone | +| | | | | numberPreferred | +| | | | | emailCell | +| | | | | Booster | +| | | | | Nickname¶ | +| | | | | Note: The first | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | configuration | +| | | | | type (AT&T or | +| | | | | FirstNet) | +| | | | | selected for a | +| | | | | location will | +| | | | | apply to all | +| | | | | subsequent Cell | +| | | | | Booster Pro’s | +| | | | | added to the | +| | | | | same location. | +| | | | | The drop-down | +| | | | | list for | +| | | | | configuration | +| | | | | type will not | +| | | | | be displayed | +| | | | | for the 2nd and | +| | | | | 3rd Cell | +| | | | | Booster Pro's | +| | | | | added to a | +| | | | | location. User | +| | | | | cannot mix and | +| | | | | match Cell | +| | | | | Booster and | +| | | | | AT&T configured | +| | | | | Cell Booster | +| | | | | Pro with a | +| | | | | FirstNet Cell | +| | | | | Booster Pro at | +| | | | | same location | +| | | | | address. | +| | | | | Adding a third | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Follow the same | +| | | | | steps listed | +| | | | | above, once a | +| | | | | third Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro is | +| | | | | added to a | +| | | | | location, the + | +| | | | | sign on the top | +| | | | | right corner | +| | | | | will be grayed | +| | | | | out and the | +| | | | | customer cannot | +| | | | | add additional | +| | | | | devices to the | +| | | | | given address. | +| | | | | Disconnect AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | From the Home | +| | | | | Page, scroll | +| | | | | down to see a | +| | | | | red Disconnect | +| | | | | button Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear: Are You | +| | | | | Sure - click | +| | | | | Yes to continue | +| | | | | the disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | will appear on | +| | | | | a new screen. | +| | | | | The customer | +| | | | | can also click | +| | | | | Cancel, if they | +| | | | | decide not to | +| | | | | disconnect the | +| | | | | device. Add | +| | | | | another user - | +| | | | | Admin function | +| | | | | The app/portal | +| | | | | admin feature | +| | | | | allows multiple | +| | | | | people to have | +| | | | | access to the | +| | | | | status and | +| | | | | management of a | +| | | | | designated Cell | +| | | | | Booster device. | +| | | | | The initial | +| | | | | customer | +| | | | | registering the | +| | | | | device can add | +| | | | | an additional | +| | | | | user as an | +| | | | | admin. Each | +| | | | | added admin can | +| | | | | add/delete | +| | | | | users as well. | +| | | | | Anyone added as | +| | | | | an admin will | +| | | | | have the same | +| | | | | permission | +| | | | | levels and view | +| | | | | access to the | +| | | | | designated Cell | +| | | | | Booster. | +| | | | | Additional | +| | | | | admins will | +| | | | | also receive | +| | | | | customer | +| | | | | notifications | +| | | | | and SMS (if | +| | | | | they opt-in). | +| | | | | To add an | +| | | | | admin:¶ ¶ | +| | | | | Select the Cell | +| | | | | Booster device | +| | | | | under the Home | +| | | | | Page by | +| | | | | clicking the | +| | | | | right arrow | +| | | | | Once selected, | +| | | | | select Admin | +| | | | | List under | +| | | | | Device Details | +| | | | | Click the blue | +| | | | | + sign to add | +| | | | | an admin Fill | +| | | | | out the | +| | | | | following | +| | | | | fields¶ Login | +| | | | | ID - this is | +| | | | | the myAT&T | +| | | | | Username that | +| | | | | users will use | +| | | | | to sign into | +| | | | | the | +| | | | | app/portalFirst | +| | | | | and Last | +| | | | | NamePhone | +| | | | | NumberContact | +| | | | | Email¶ | +| | | | | Recommend to | +| | | | | the customer to | +| | | | | have SMS and | +| | | | | Email | +| | | | | Notification | +| | | | | turned On > | +| | | | | click Save. | +| | | | | FirstNet Only: | +| | | | | Update Open / | +| | | | | Closed Access¶ | +| | | | | ¶ Open Access: | +| | | | | Any User can | +| | | | | attach to the | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro Closed | +| | | | | Access: Only | +| | | | | designated | +| | | | | users can | +| | | | | attach to the | +| | | | | Cell Booster | +| | | | | Pro. This is | +| | | | | restricted | +| | | | | access. The | +| | | | | User List will | +| | | | | appear for each | +| | | | | Cell Booster | +| | | | | Pro configured | +| | | | | as FirstNet. | +| | | | | FN users can | +| | | | | toggle between | +| | | | | Open and Closed | +| | | | | access after | +| | | | | they register | +| | | | | their device. | +| | | | | FirstNet Cell | +| | | | | Booster Pro | +| | | | | will initially | +| | | | | be registered | +| | | | | as Open Access. | +| | | | | Once | +| | | | | registered, | +| | | | | customer can | +| | | | | select the Cell | +| | | | | Booster Pro | +| | | | | from the Home | +| | | | | Page by | +| | | | | selecting the | +| | | | | right arrow | +| | | | | next to the | +| | | | | device. | +| | | | | Customer can | +| | | | | access the User | +| | | | | List option to | +| | | | | update their | +| | | | | Cell Booster | +| | | | | device to | +| | | | | Closed Access | +| | | | | and update the | +| | | | | User List. ¶ | +| | | | | ¶ FirstNet | +| | | | | Only: Add Users | +| | | | | to AT&T Cell | +| | | | | Booster Pro¶ ¶ | +| | | | | On the User | +| | | | | List screen, | +| | | | | select to + | +| | | | | sign to add | +| | | | | additional | +| | | | | users to | +| | | | | whitelist | +| | | | | Customers will | +| | | | | fill out the | +| | | | | following | +| | | | | fields for each | +| | | | | user and the | +| | | | | select Save at | +| | | | | bottom of the | +| | | | | screen:¶ ¶ | +| | | | | First Name | +| | | | | Last Name | +| | | | | Phone User | +| | | | | will get a | +| | | | | Success message | +| | | | | when user is | +| | | | | successfully | +| | | | | added. Note: | +| | | | | Only AT&T | +| | | | | wireless | +| | | | | subscribers can | +| | | | | be added to | +| | | | | User List, | +| | | | | otherwise | +| | | | | customer will | +| | | | | get error if | +| | | | | they attempt to | +| | | | | input number | +| | | | | for customer | +| | | | | who has a | +| | | | | different | +| | | | | wireless | +| | | | | carrier. | +| | | | | Customer can | +| | | | | add additional | +| | | | | users by | +| | | | | clicking the + | +| | | | | sign on the | +| | | | | User List | +| | | | | screen. There | +| | | | | is no maximum | +| | | | | limit on users | +| | | | | that can be | +| | | | | added. ¶ ¶ | +| | | | | Disconnect | +| | | | | AT&T Cell | +| | | | | Booster ¶ If | +| | | | | the customer | +| | | | | wants to | +| | | | | disconnect | +| | | | | their device:¶ | +| | | | | ¶ From the | +| | | | | Home page, | +| | | | | scroll down to | +| | | | | see a red | +| | | | | Disconnect | +| | | | | button. Once | +| | | | | clicked, a | +| | | | | message will | +| | | | | appear : Are | +| | | | | You Sure - | +| | | | | click Yes to | +| | | | | continue the | +| | | | | disconnect. | +| | | | | Cell Booster | +| | | | | Disconnected | +| | | | | Source: | +| | | | | Content: | +| | | | | instructions on | +| | | | | transferring | +| | | | | contacts | +| | | | | between | +| | | | | devices.Offer | +| | | | | AT&T Protect | +| | | | | Advantage and | +| | | | | Device | +| | | | | Protection | +| | | | | during an | +| | | | | upgrade if the | +| | | | | customer is not | +| | | | | enrolled.¶ If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ | +| | | | | Contract | +| | | | | Pricing Set | +| | | | | preliminary | +| | | | | order | +| | | | | expectations.¶ | +| | | | | Remind the | +| | | | | customer of | +| | | | | their contract | +| | | | | renewal and | +| | | | | ETF.¶ | +| | | | | Smartphones and | +| | | | | netbooks - $325 | +| | | | | with a $10 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.Standard | +| | | | | devices - $150 | +| | | | | with a $4 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.¶ | +| | | | | Customers who | +| | | | | ordered a | +| | | | | device that did | +| | | | | require an | +| | | | | email address | +| | | | | for T&Cs | +| | | | | acceptance must | +| | | | | accept T&Cs | +| | | | | sent to their | +| | | | | email address | +| | | | | provided before | +| | | | | their device | +| | | | | ships.Advise | +| | | | | the customer to | +| | | | | follow the | +| | | | | instructions in | +| | | | | the Quick Start | +| | | | | Guide included | +| | | | | in the box to | +| | | | | activate their | +| | | | | new equipment.C | +| | | | | redit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OP Source: | +| | | | | Content: | +| | | | | Equipment | +| | | | | Payment Options | +| | | | | - BCSS . Always | +| | | | | ship the | +| | | | | equipment to | +| | | | | the billing | +| | | | | address.¶ If | +| | | | | the customer | +| | | | | requests | +| | | | | another | +| | | | | address, follow | +| | | | | the rules as | +| | | | | shown in the | +| | | | | Shipping | +| | | | | Equipment to an | +| | | | | Alternate | +| | | | | Shipping | +| | | | | address section | +| | | | | of Shipping | +| | | | | Rules and | +| | | | | Guidelines. ¶ | +| | | | | If OPUS returns | +| | | | | a 7-10 day | +| | | | | shipping SLA, | +| | | | | the device is | +| | | | | on back order. | +| | | | | Provide the | +| | | | | customer with | +| | | | | the following | +| | | | | options:¶ | +| | | | | Select a | +| | | | | different | +| | | | | handset.Refer | +| | | | | to alternative | +| | | | | sales channel | +| | | | | that might have | +| | | | | the device in | +| | | | | stock. If you | +| | | | | refer to a | +| | | | | retail store, | +| | | | | provide the | +| | | | | hours of | +| | | | | operation and | +| | | | | check FaST to | +| | | | | make sure the | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail.Complete | +| | | | | the order. | +| | | | | There is no way | +| | | | | to provide an | +| | | | | estimated date | +| | | | | on when the | +| | | | | device will be | +| | | | | back in stock.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | email address | +| | | | | at the checkout | +| | | | | screen, so the | +| | | | | customer | +| | | | | receives order | +| | | | | details | +| | | | | (including | +| | | | | quantity) and | +| | | | | shipping/back- | +| | | | | order | +| | | | | status.Provide | +| | | | | the customer | +| | | | | with the last | +| | | | | five or six | +| | | | | digits of the | +| | | | | order number | +| | | | | after the | +| | | | | O.Close the | +| | | | | call and leave | +| | | | | the following | +| | | | | required note | +| | | | | in Clarify: | +| | | | | Unable to | +| | | | | complete | +| | | | | standard | +| | | | | upgrade due to | +| | | | | conflicts. | +| | | | | Equipment was | +| | | | | ordered through | +| | | | | Product Only | +| | | | | Flow after | +| | | | | using the | +| | | | | Upgrade | +| | | | | Exception | +| | | | | button and redo | +| | | | | attempt failed | +| | | | | to resolve | +| | | | | conflict error. | +| | | | | ¶ Set Upgrade | +| | | | | Expectations¶ | +| | | | | Inform the | +| | | | | customer of the | +| | | | | shipping | +| | | | | carrier and | +| | | | | fee.Provide the | +| | | | | shipping cost:¶ | +| | | | | Due to reasons | +| | | | | beyond our | +| | | | | control, there | +| | | | | are times that | +| | | | | shipping is | +| | | | | delayed. The | +| | | | | daily shipping | +| | | | | window for next | +| | | | | day delivery is | +| | | | | by, or before, | +| | | | | 4:00 p.m. ET. | +| | | | | Any order | +| | | | | placed | +| | | | | after4:00 p.m. | +| | | | | ET rolls to the | +| | | | | next business | +| | | | | day.¶ Standard | +| | | | | delivery: | +| | | | | $9.95, waived | +| | | | | for all CRU | +| | | | | customers with | +| | | | | a FANPriority | +| | | | | delivery: | +| | | | | $14.95, unless | +| | | | | FAN | +| | | | | specifically | +| | | | | waives this | +| | | | | charge¶ Advise | +| | | | | customer they | +| | | | | will:¶ Receive | +| | | | | an order | +| | | | | confirmation | +| | | | | email.Receive a | +| | | | | shipping | +| | | | | confirmation | +| | | | | email that | +| | | | | includes the | +| | | | | shipping | +| | | | | tracking | +| | | | | number.Can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus.Sta | +| | | | | tus for orders | +| | | | | placed in the | +| | | | | last 24 hours | +| | | | | may not be | +| | | | | available.¶ | +| | | | | Recap and | +| | | | | confirm the ord | +| | | | | er/transaction | +| | | | | details.¶ | +| | | | | Locate the | +| | | | | expectations | +| | | | | for all of the | +| | | | | transactions | +| | | | | completed and | +| | | | | communicate | +| | | | | them to the | +| | | | | customer.¶ ¶ | +| | | | | ¶ AT&T Next ¶ | +| | | | | Post Order | +| | | | | Communications | +| | | | | provide: ¶ | +| | | | | T&Cs email | +| | | | | acceptance for | +| | | | | AT&T Next | +| | | | | wireless orders | +| | | | | is required for | +| | | | | all upgrades | +| | | | | and is received | +| | | | | within two | +| | | | | hours | +| | | | | (typically | +| | | | | within minutes) | +| | | | | of order comple | +| | | | | tions.Customer | +| | | | | is sent a link | +| | | | | with the T&Cs. | +| | | | | Customer | +| | | | | Service, | +| | | | | including | +| | | | | managers: Do | +| | | | | not accept the | +| | | | | T&Cs for the | +| | | | | customer. | +| | | | | Multi-line | +| | | | | orders require | +| | | | | T&Cs to be | +| | | | | accepted at the | +| | | | | order level. | +| | | | | Declining the | +| | | | | T&Cs cancels | +| | | | | the entire | +| | | | | order. | +| | | | | Customers have | +| | | | | a return period | +| | | | | for any device | +| | | | | they decide not | +| | | | | to keep. During | +| | | | | order | +| | | | | placement, | +| | | | | customers | +| | | | | provide an | +| | | | | email address.¶ | +| | | | | Customers | +| | | | | without an | +| | | | | email address | +| | | | | should visit a | +| | | | | retail | +| | | | | location.You | +| | | | | may use a dummy | +| | | | | email, but the | +| | | | | customer must | +| | | | | go to | +| | | | | att.com/TnCCRU | +| | | | | to accept T&Cs | +| | | | | and does not | +| | | | | receive the | +| | | | | email with | +| | | | | directions.This | +| | | | | email address | +| | | | | is used for | +| | | | | T&Cs acceptance | +| | | | | and order | +| | | | | status emails, | +| | | | | but is not kept | +| | | | | on file for any | +| | | | | other purpose. | +| | | | | The customer | +| | | | | provides the | +| | | | | following | +| | | | | information: ¶ | +| | | | | Shipping or | +| | | | | Billing ZIP | +| | | | | code.Cellular | +| | | | | telephone | +| | | | | number (CTN). | +| | | | | URL passphrase | +| | | | | only appears | +| | | | | when the | +| | | | | customer enters | +| | | | | incorrect | +| | | | | information 20+ | +| | | | | times.¶ ¶ ¶ | +| | | | | The shipping | +| | | | | confirmation | +| | | | | email includes | +| | | | | the shipping | +| | | | | tracking | +| | | | | number.¶ | +| | | | | Promote Self- | +| | | | | Service¶ | +| | | | | Customers can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus. | +| | | | | ◦Status for | +| | | | | orders placed | +| | | | | in the last 24 | +| | | | | hours may not | +| | | | | be available.En | +| | | | | tering the | +| | | | | customer's | +| | | | | email address | +| | | | | (checkout | +| | | | | screen) sends | +| | | | | the customer | +| | | | | order | +| | | | | notification | +| | | | | that the device | +| | | | | has | +| | | | | shipped.Refer | +| | | | | the customer to | +| | | | | www.att.com/dev | +| | | | | icehowto for | +| | | | | device | +| | | | | support.¶ Post | +| | | | | Call | +| | | | | Notification¶ | +| | | | | Send a PCN as | +| | | | | outlined in | +| | | | | your groups PCN | +| | | | | policy.¶ | +| | | | | Device | +| | | | | Expectations¶ | +| | | | | The order does | +| | | | | not ship until | +| | | | | online T&Cs are | +| | | | | accepted by the | +| | | | | customer.Shared | +| | | | | Upgrades | +| | | | | sometimes | +| | | | | require a visit | +| | | | | to an AT&T | +| | | | | Retail store or | +| | | | | a call to | +| | | | | Customer | +| | | | | Service to | +| | | | | activate the | +| | | | | device on the | +| | | | | correct | +| | | | | CTN.This occurs | +| | | | | when rep | +| | | | | performs a | +| | | | | "manual cross- | +| | | | | upgrade" rather | +| | | | | than using the | +| | | | | correct | +| | | | | flow.Refer the | +| | | | | customer to the | +| | | | | Copy Contact | +| | | | | Wizard (att.com | +| | | | | /learningcenter | +| | | | | /copy- | +| | | | | contacts.do) | +| | | | | and Device | +| | | | | Support (www.at | +| | | | | t.com/devicesup | +| | | | | port) for | +| | | | | instructions on | +| | | | | transferring | +| | | | | contacts | +| | | | | between | +| | | | | devices.Offer | +| | | | | AT&T Protect | +| | | | | Advantage - | +| | | | | BCSS and Device | +| | | | | Protection | +| | | | | during an | +| | | | | upgrade if the | +| | | | | customer is not | +| | | | | enrolled.¶ | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 61 | [] | How can the | If the | Content: If | +| | | customer | customer | the customer is | +| | | disconnect | wants to | being provided | +| | | their | cancel their | a credit even | +| | | device? | service, | though they are | +| | | | they can do | beyond the | +| | | | so, but they | return period, | +| | | | will be | have the | +| | | | charged the | customer send | +| | | | full retail | back the device | +| | | | price of the | – refer to: | +| | | | equipment or | Return | +| | | | an Early | Label/Status | +| | | | Termination | process. If the | +| | | | Fee since | customer wants | +| | | | the | to Cancel | +| | | | equipment is | service:  | +| | | | not eligible | The customer | +| | | | for return. | may cancel; | +| | | | They can | however, they | +| | | | refer to the | will be charged | +| | | | Service | the full retail | +| | | | Cancellation | price of the | +| | | | section of | equipment or an | +| | | | the AT&T | Early | +| | | | Mobility | Termination Fee | +| | | | Return | since the | +| | | | Policy for | equipment is | +| | | | more | not eligible | +| | | | information. | for return. | +| | | | If the | Refer to the | +| | | | customer is | Service | +| | | | porting | Cancellation | +| | | | their number | section of the | +| | | | out to |  AT&T Mobility | +| | | | another | Return Policy . | +| | | | carrier, | If the customer | +| | | | they should | is porting | +| | | | not cancel | their number | +| | | | their | out to another | +| | | | service and | carrier, do not | +| | | | should refer | cancel their | +| | | | to LNP | service. Refer | +| | | | (Number | to LNP (Number | +| | | | Transfer) | Transfer) Port- | +| | | | Port-Out - | Out - BCSS for | +| | | | BCSS for | details.  | +| | | | details. | Follow standard | +| | | | (Source: | cancellation | +| | | | context) | procedures for | +| | | | | your group:  | +| | | | | BMC: | +| | | | | Cancellation, | +| | | | | Retention, and | +| | | | | Red Flag | +| | | | | Procedures | +| | | | | BME: | +| | | | | Cancellation of | +| | | | | a Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | Do not use a | +| | | | | buyer's remorse | +| | | | | reason code.  | +| | | | | The customer is | +| | | | | responsible for | +| | | | | all applicable | +| | | | | monthly | +| | | | | charges, | +| | | | | activation fee, | +| | | | | and ETFs. Back | +| | | | | to Top Return | +| | | | | Eligible | +| | | | | Determine if | +| | | | | the customer | +| | | | | wants to Cancel | +| | | | | Service or Keep | +| | | | | Service. If | +| | | | | the customer | +| | | | | wishes to | +| | | | | Cancel Service: | +| | | | | Make a save | +| | | | | attempt. | +| | | | | Select the | +| | | | | cancellation | +| | | | | policy for your | +| | | | | group: BMC: | +| | | | | Cancellation, | +| | | | | Retention, and | +| | | | | Red Flag | +| | | | | Procedures | +| | | | | BME: | +| | | | | Cancellation of | +| | | | | a Corporate | +| | | | | Responsibility | +| | | | | User (CRU)   | +| | | | | Transfer all | +| | | | | other customers | +| | | | | to BMC. If the | +| | | | | customer is | +| | | | | porting their | +| | | | | number out to | +| | | | | another | +| | | | | carrier, do not | +| | | | | cancel their | +| | | | | service. Refer | +| | | | | to LNP (Number | +| | | | | Transfer) Port- | +| | | | | Out - BCSS for | +| | | | | details. | +| | | | | Delete any | +| | | | | parked | +| | | | | information and | +| | | | | cancel service. | +| | | | | See Delete | +| | | | | Parked | +| | | | | Information - | +| | | | | OPUS - Business | +| | | | | . Cancel the | +| | | | | service in | +| | | | | Telegence for | +| | | | | Buyer's Remorse | +| | | | | (BRE). · | +| | | | | Effective Date | +| | | | | - today's date. | +| | | | | · The Penalty | +| | | | | Treatment | +| | | | | defaults to | +| | | | | Waive Penalty | +| | | | | checked (reason | +| | | | | CTFA - credit- | +| | | | | contract term | +| | | | | fee). | +| | | | | Telegence | +| | | | | automatically | +| | | | | waives the | +| | | | | following when | +| | | | | BRE is | +| | | | | selected: | +| | | | | Activation fee | +| | | | | (if within | +| | | | | three days) | +| | | | | ETF Prorated | +| | | | | MRC Note the | +| | | | | account. The | +| | | | | cancellation is | +| | | | | effective | +| | | | | today. Fees | +| | | | | and adjustments | +| | | | | (ETF, | +| | | | | activation fee, | +| | | | | MRC) details. | +| | | | | Save attempt | +| | | | | details, if | +| | | | | applicable. | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know: | +| | | | | Cancel Service | +| | | | | Keep Service | +| | | | | Active Include | +| | | | | the following | +| | | | | with the | +| | | | | return: | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging. | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | |  Returned | +| | | | | equipment | +| | | | | should have all | +| | | | | security codes, | +| | | | | passwords, and | +| | | | | security locks | +| | | | | removed by the | +| | | | | customer. | +| | | | |  Customers must | +| | | | | remove Find My | +| | | | | iPhone | +| | | | | Activation Lock | +| | | | | from an iOS | +| | | | | device before | +| | | | | service, | +| | | | | return, or | +| | | | | exchange: To | +| | | | | assist a | +| | | | | customer with | +| | | | | disabling Find | +| | | | | My iPhone, | +| | | | | refer to How do | +| | | | | I turn off Find | +| | | | | My iPhone | +| | | | | remotely in | +| | | | | iCloud. | +| | | | | Service can be | +| | | | | resumed within | +| | | | | 59 days: | +| | | | | AT&T cannot | +| | | | | guarantee their | +| | | | | number(s) will | +| | | | | be available | +| | | | | upon | +| | | | | reinstatement. | +| | | | | If service is | +| | | | | reinstated to | +| | | | | active within | +| | | | | 59 days, the | +| | | | | Rollover | +| | | | | Minutes are | +| | | | | retained. | +| | | | | The | +| | | | | cancellation is | +| | | | | effective | +| | | | | today. The ETF | +| | | | | is waived. | +| | | | | Refund the | +| | | | | equipment | +| | | | | upgrade fee if | +| | | | | equipment is | +| | | | | returned within | +| | | | | three days of | +| | | | | the purchase | +| | | | | date. The | +| | | | | activation fee | +| | | | | is waived if | +| | | | | cancelled | +| | | | | within three | +| | | | | days, excluding | +| | | | | weekends. The | +| | | | | customer is | +| | | | | responsible for | +| | | | | all usage | +| | | | | charges | +| | | | | associated with | +| | | | | the line being | +| | | | | cancelled, up | +| | | | | to the date of | +| | | | | cancellation: | +| | | | | The customer | +| | | | | receives a | +| | | | | final prorated | +| | | | | invoice. | +| | | | | For information | +| | | | | about deposit | +| | | | | refunds, see | +| | | | | the Payment | +| | | | | Research and | +| | | | | Refunds | +| | | | | Decision Flow. | +| | | | | Include the | +| | | | | following with | +| | | | | the return: | +| | | | | Original | +| | | | | manufacturer's | +| | | | | box and | +| | | | | packaging | +| | | | | Original | +| | | | | invoice/Order | +| | | | | confirmation | +| | | | | Returned | +| | | | | equipment | +| | | | | should have all | +| | | | | security codes, | +| | | | | passwords, and | +| | | | | security locks | +| | | | | removed by the | +| | | | | customer. | +| | | | | Customers must | +| | | | | remove Find My | +| | | | | iPhone | +| | | | | Activation Lock | +| | | | | from an iOS | +| | | | | device before | +| | | | | service, | +| | | | | return, or | +| | | | | exchange: To | +| | | | | assist a | +| | | | | customer with | +| | | | | disabling Find | +| | | | | My iPhone, | +| | | | | refer to How do | +| | | | | I turn off Find | +| | | | | My iPhone | +| | | | | remotely in | +| | | | | iCloud. AT&T | +| | | | | cannot accept | +| | | | | an iOS device | +| | | | | marked as lost | +| | | | | for service or | +| | | | | exchange under | +| | | | | any | +| | | | | circumstances. | +| | | | | Device and all | +| | | | | components | +| | | | | (manual, | +| | | | | battery, | +| | | | | software, and | +| | | | | charger). The | +| | | | | customer does | +| | | | | not need to | +| | | | | return the SIM | +| | | | | to be eligible | +| | | | | for the refund. | +| | | | | The customer is | +| | | | | responsible for | +| | | | | all usage | +| | | | | charges | +| | | | | associated with | +| | | | | the line being | +| | | | | returned. | +| | | | | Refund the | +| | | | | equipment | +| | | | | upgrade fee if | +| | | | | equipment is | +| | | | | returned within | +| | | | | three days of | +| | | | | the purchase | +| | | | | date.  For | +| | | | | upgrade | +| | | | | returns, | +| | | | | Source: | +| | | | | Content: ¶ ¶ | +| | | | | Then ¶ ¶ Yes | +| | | | | ¶ ¶ Continue | +| | | | | to Next Step ¶ | +| | | | | ¶ No ¶ ¶ If | +| | | | | the customer | +| | | | | wants to keep | +| | | | | service active | +| | | | | and chooses to | +| | | | | use their | +| | | | | app(s), follow | +| | | | | steps below: ¶ | +| | | | | ¶ ¶ ¶ ¶ If | +| | | | | the service was | +| | | | | suspended by | +| | | | | the IVR or | +| | | | | myAT&T, | +| | | | | reinstate the | +| | | | | service so the | +| | | | | customer can | +| | | | | use their | +| | | | | app(s). Set | +| | | | | expectations | +| | | | | with the | +| | | | | customer: ¶ | +| | | | | Service has not | +| | | | | been suspended | +| | | | | and the | +| | | | | customer is | +| | | | | responsible for | +| | | | | any charges | +| | | | | acquired after | +| | | | | the time the | +| | | | | device was | +| | | | | reported | +| | | | | stolen. Once | +| | | | | the customer | +| | | | | has finished | +| | | | | using their | +| | | | | apps to remote | +| | | | | wipe or locate | +| | | | | their device, | +| | | | | they contact | +| | | | | AT&T to suspend | +| | | | | their device. | +| | | | | Service can be | +| | | | | suspended via: | +| | | | | ¶ Customer | +| | | | | Service, | +| | | | | Online, or IVR: | +| | | | | 800.331.0500 | +| | | | | The customer | +| | | | | can use the | +| | | | | Interactive | +| | | | | Voice Response | +| | | | | (IVR) to | +| | | | | suspend or | +| | | | | restore their | +| | | | | phone for Lost | +| | | | | or Stolen by | +| | | | | following the | +| | | | | prompts after | +| | | | | authenticating. | +| | | | | BUS SIG/SB CRU | +| | | | | - The customer | +| | | | | can suspend or | +| | | | | restore their | +| | | | | service for | +| | | | | Lost or Stolen | +| | | | | at any time | +| | | | | using | +| | | | | att.com/myatt. | +| | | | | Enterprise CRU | +| | | | | - The customer | +| | | | | can suspend or | +| | | | | restore their | +| | | | | service for | +| | | | | Lost or Stolen | +| | | | | at any time | +| | | | | using Premier - | +| | | | | BCSS at www.wir | +| | | | | eless.att.com/b | +| | | | | usiness/index.j | +| | | | | sp if the | +| | | | | caller has | +| | | | | access to | +| | | | | Premier.¶ In | +| | | | | order for the | +| | | | | customer to | +| | | | | blacklist their | +| | | | | stolen device, | +| | | | | suspend the | +| | | | | device first. | +| | | | | Once suspended, | +| | | | | the customer | +| | | | | calls into | +| | | | | Customer | +| | | | | Service and | +| | | | | speaks to a | +| | | | | representative | +| | | | | who blacklists | +| | | | | the stolen | +| | | | | device.¶ In | +| | | | | Clarify, note | +| | | | | in detail the | +| | | | | following | +| | | | | information:¶ | +| | | | | The caller does | +| | | | | not wish to | +| | | | | suspend service | +| | | | | for Lost or | +| | | | | Stolen. The | +| | | | | caller was | +| | | | | advised that | +| | | | | all charges | +| | | | | incurred are | +| | | | | the | +| | | | | responsibility | +| | | | | of the | +| | | | | customer. The | +| | | | | date of the | +| | | | | loss. The date | +| | | | | the customer | +| | | | | called to | +| | | | | report the | +| | | | | loss.Location | +| | | | | when the | +| | | | | customer | +| | | | | realized the | +| | | | | device was | +| | | | | missing. ¶ Did | +| | | | | this occur out | +| | | | | of the country? | +| | | | | ¶ The | +| | | | | circumstances | +| | | | | of the loss. | +| | | | | When the device | +| | | | | was last used. | +| | | | | ¶ ¶ ¶ | +| | | | | Continue to | +| | | | | Step 9 ¶ ¶ ¶ | +| | | | | ¶ ¶ ¶ ¶ ¶ | +| | | | | 4. ¶ ¶ Set | +| | | | | Customer | +| | | | | Expectations | +| | | | | Pre-Suspension: | +| | | | | ¶ ¶ AT&T can | +| | | | | suspend voice | +| | | | | and/or data | +| | | | | service to | +| | | | | prevent any | +| | | | | unauthorized | +| | | | | activity. The | +| | | | | customer does | +| | | | | not have access | +| | | | | to voicemail | +| | | | | service or the | +| | | | | ability to use | +| | | | | call | +| | | | | forwarding. If | +| | | | | the customer | +| | | | | has Softcard, | +| | | | | contact ATS for | +| | | | | assistance. ¶ | +| | | | | ¶ 5. ¶ ¶ | +| | | | | Post Call | +| | | | | Notification | +| | | | | (PCN) ¶ ¶ If | +| | | | | the Clarify PCN | +| | | | | tab is enabled, | +| | | | | follow your | +| | | | | workgroup's | +| | | | | policy or offer | +| | | | | it to the | +| | | | | customer. ¶ ¶ | +| | | | | 6. ¶ ¶ | +| | | | | Suspend Service | +| | | | | in Telegence: ¶ | +| | | | | ¶ Telegence | +| | | | | Procedures ¶ | +| | | | | ¶ ¶ 1. ¶ ¶ | +| | | | | See Suspending | +| | | | | Service - | +| | | | | Telegence. ¶ ¶ | +| | | | | 2. ¶ ¶ Use | +| | | | | Suspend Code: | +| | | | | LOST - Lost | +| | | | | Equipment. ¶ ¶ | +| | | | | 3. ¶ ¶ Place | +| | | | | an inbound call | +| | | | | to confirm | +| | | | | suspension. See | +| | | | | Incoming and | +| | | | | Outgoing Test | +| | | | | Call Guidelines | +| | | | | - BCSS. ¶ ¶ | +| | | | | 4. ¶ ¶ Note | +| | | | | the customer | +| | | | | suspension | +| | | | | request in | +| | | | | Clarify with | +| | | | | the following | +| | | | | details: ¶ ¶ | +| | | | | ¶ ¶ The date | +| | | | | of the loss. | +| | | | | The date the | +| | | | | customer called | +| | | | | to report the | +| | | | | loss. Location | +| | | | | when the | +| | | | | customer | +| | | | | realized the | +| | | | | device was | +| | | | | missing. ¶ Did | +| | | | | this occur out | +| | | | | of the country? | +| | | | | ¶ The | +| | | | | circumstances | +| | | | | of the loss. | +| | | | | When the device | +| | | | | was last used. | +| | | | | ¶ ¶ * ¶ ¶ | +| | | | | If DSDS device | +| | | | | repeat for each | +| | | | | active CTN | +| | | | | associated to | +| | | | | the device. ¶ | +| | | | | ¶ ¶ ¶ ¶ 7. | +| | | | | ¶ ¶ Review | +| | | | | Self-Service | +| | | | | Options with | +| | | | | Customer: ¶ ¶ | +| | | | | ¶ IVR ¶ ¶ | +| | | | | The customer | +| | | | | can use the | +| | | | | Interactive | +| | | | | Voice Response | +| | | | | (IVR) to | +| | | | | suspend or | +| | | | | restore their | +| | | | | phone for Lost | +| | | | | or Stolen by | +| | | | | following the | +| | | | | prompts after | +| | | | | authenticating. | +| | | | | ¶ ¶ myAT&T – | +| | | | | (BUS SIG/SB | +| | | | | customers) ¶ ¶ | +| | | | | The customer | +| | | | | can suspend or | +| | | | | restore their | +| | | | | service for | +| | | | | Lost or Stolen | +| | | | | at any time | +| | | | | using | +| | | | | att.com/myatt. | +| | | | | ¶ ¶ Premier – | +| | | | | (FAN/Non-FAN | +| | | | | CRU ¶ ¶ The | +| | | | | customer can | +| | | | | suspend or | +| | | | | restore their | +| | | | | service for | +| | | | | Lost or Stolen | +| | | | | at any time | +| | | | | using Premier - | +| | | | | BCSS at | +| | | | | www.wireless | +| | | | | Source: | +| | | | | Content: | +| | | | | Signature | +| | | | | Transfer the | +| | | | | customer to | +| | | | | Consumer | +| | | | | Retention | +| | | | | Verify the | +| | | | | account using | +| | | | | the Account | +| | | | | Verification | +| | | | | Process - | +| | | | | BCSS.¶ If the | +| | | | | customer can | +| | | | | authenticate, | +| | | | | continue with | +| | | | | canceling the | +| | | | | account.¶ The | +| | | | | death | +| | | | | certificate | +| | | | | isn't required | +| | | | | for | +| | | | | authenticated | +| | | | | customers. ¶ | +| | | | | If the customer | +| | | | | can't | +| | | | | authenticate, | +| | | | | refer them to | +| | | | | an AT&T Retail | +| | | | | Store (not | +| | | | | Authorized | +| | | | | Retail).¶ | +| | | | | Store | +| | | | | LocatorSelect a | +| | | | | store¶ Click | +| | | | | on Store | +| | | | | InfoClick on | +| | | | | AboutIf there's | +| | | | | no mention of | +| | | | | Authorized | +| | | | | Retail on that | +| | | | | page, you can | +| | | | | refer the | +| | | | | customer to | +| | | | | this store.¶ | +| | | | | Don't refer | +| | | | | customers to | +| | | | | Authorized | +| | | | | Retail | +| | | | | locations. ¶ ¶ | +| | | | | Make sure the | +| | | | | customer has | +| | | | | the death | +| | | | | certificate and | +| | | | | a Photo ID for | +| | | | | verification | +| | | | | purposes.¶ ¶ | +| | | | | Ask to see if | +| | | | | someone may | +| | | | | want to take | +| | | | | over the | +| | | | | service via | +| | | | | ToBR.¶ If | +| | | | | interested in | +| | | | | ToBR, process | +| | | | | using ToBR and | +| | | | | CRU Enrollment | +| | | | | Authorizations. | +| | | | | ¶ The device | +| | | | | installment | +| | | | | plan, if | +| | | | | applicable, | +| | | | | moves to the | +| | | | | new account.¶ | +| | | | | Accessories on | +| | | | | installment | +| | | | | plan aren't | +| | | | | eligible to be | +| | | | | transferred.¶ | +| | | | | If the customer | +| | | | | wishes to ToBR | +| | | | | the line and it | +| | | | | has an | +| | | | | accessory | +| | | | | installment, | +| | | | | the remaining | +| | | | | installment | +| | | | | balance (up to | +| | | | | $600) is | +| | | | | due.See | +| | | | | Accessories on | +| | | | | Installment | +| | | | | Plan for | +| | | | | details.¶ ¶ | +| | | | | Oregon | +| | | | | customers:¶ | +| | | | | Need to be | +| | | | | advised they | +| | | | | lose the option | +| | | | | to prorate | +| | | | | their final | +| | | | | bill.¶ | +| | | | | Multiple lines | +| | | | | on account:¶ | +| | | | | If the customer | +| | | | | doesn't want | +| | | | | all the | +| | | | | remaining | +| | | | | line(s), cancel | +| | | | | the unneeded | +| | | | | line(s) of | +| | | | | service, then | +| | | | | complete ToBR.¶ | +| | | | | ¶ If ToBR | +| | | | | isn't completed | +| | | | | at time of | +| | | | | call:¶ Set a | +| | | | | future-dated | +| | | | | cancellation | +| | | | | request for | +| | | | | seven days from | +| | | | | the date of the | +| | | | | call.¶ If ToBR | +| | | | | is declined:¶ | +| | | | | Cancel service | +| | | | | using the | +| | | | | instructions in | +| | | | | Step 3 | +| | | | | canceling the | +| | | | | account.¶ ¶ | +| | | | | If the customer | +| | | | | wants to keep | +| | | | | the device with | +| | | | | installments: a | +| | | | | one-time | +| | | | | payment of the | +| | | | | remaining | +| | | | | installment | +| | | | | balance is | +| | | | | required. BAU | +| | | | | process | +| | | | | applies. If | +| | | | | the customer | +| | | | | wants to return | +| | | | | the installment | +| | | | | device or the | +| | | | | installment | +| | | | | devices is | +| | | | | lost/stolen | +| | | | | follow these | +| | | | | steps: Step | +| | | | | Action From | +| | | | | the Customer | +| | | | | Summary page, | +| | | | | use the drop- | +| | | | | down to select | +| | | | | the desired | +| | | | | CTN. Click | +| | | | | Cancel Mobile | +| | | | | under the | +| | | | | Service | +| | | | | section. Enter | +| | | | | the Effective | +| | | | | Date of the | +| | | | | change if | +| | | | | applicable. | +| | | | | Select the | +| | | | | appropriate | +| | | | | Reason Code | +| | | | | from the drop- | +| | | | | down menu | +| | | | | (listed in | +| | | | | alphabetical | +| | | | | order.) Cancel | +| | | | | DTH then Select | +| | | | | device. Select | +| | | | | Return Option | +| | | | | (Customer | +| | | | | return the | +| | | | | device | | +| | | | | Customer Keep | +| | | | | the device)¶ | +| | | | | Note:For Ship | +| | | | | the Device | +| | | | | selection the | +| | | | | ESPR code | +| | | | | automatically | +| | | | | suspends the | +| | | | | remaining | +| | | | | installment | +| | | | | balance while | +| | | | | waiting for the | +| | | | | device(s) | +| | | | | return.For Lost | +| | | | | /Damaged/Stolen | +| | | | | devices | +| | | | | selection, the | +| | | | | following note | +| | | | | must be placed | +| | | | | onto the | +| | | | | account for | +| | | | | proper | +| | | | | handling: | +| | | | | Device is | +| | | | | Lost/Stolen and | +| | | | | canceling due | +| | | | | to deceased. | +| | | | | Collections | +| | | | | team will | +| | | | | process device | +| | | | | handling post- | +| | | | | cancellation.¶ | +| | | | | Enter notes as | +| | | | | applicable | +| | | | | Click Submit to | +| | | | | continue. | +| | | | | Confirmation | +| | | | | message may | +| | | | | appear. An | +| | | | | Installment | +| | | | | balance pop-up | +| | | | | may appear | +| | | | | detailing any | +| | | | | charges due. | +| | | | | Click OK. When | +| | | | | canceling a | +| | | | | line:¶ Confirm | +| | | | | the current | +| | | | | rate plan still | +| | | | | fits the | +| | | | | customer's | +| | | | | needs.¶ If | +| | | | | not, review | +| | | | | current plans.¶ | +| | | | | Cancel the | +| | | | | account(s) | +| | | | | using the DTH | +| | | | | code in OPUS.¶ | +| | | | | When canceling | +| | | | | an account:¶ | +| | | | | Perform a | +| | | | | search to | +| | | | | locate any | +| | | | | other | +| | | | | account(s) | +| | | | | associated with | +| | | | | the account | +| | | | | holder.Cancel | +| | | | | each CTN using | +| | | | | the DTH code in | +| | | | | OPUS.When the | +| | | | | final CTN on | +| | | | | the account has | +| | | | | been canceled, | +| | | | | the account | +| | | | | will be | +| | | | | canceled.If | +| | | | | handling | +| | | | | customers with | +| | | | | products | +| | | | | outside of | +| | | | | mobility on | +| | | | | their account ( | +| | | | | Unified/Combine | +| | | | | d) please refer | +| | | | | to the | +| | | | | resources below | +| | | | | for BAU process | +| | | | | to cancel. ¶ | +| | | | | Device return | +| | | | | options:¶ | +| | | | | Customer | +| | | | | returning | +| | | | | device(s):¶ | +| | | | | Select the | +| | | | | “Customer Ships | +| | | | | the device(s)” | +| | | | | option | +| | | | | presented in | +| | | | | OPUS.¶ Enter | +| | | | | IMEI of device | +| | | | | being | +| | | | | returned.Enter | +| | | | | shipping | +| | | | | information | +| | | | | including | +| | | | | contact name, | +| | | | | email address, | +| | | | | physical | +| | | | | address, and | +| | | | | phone number.¶ | +| | | | | AT&T advises | +| | | | | against | +| | | | | shipping to a | +| | | | | P.O. box as | +| | | | | depending on | +| | | | | the device type | +| | | | | the return box | +| | | | | may not fit and | +| | | | | may require the | +| | | | | customer to | +| | | | | come in and | +| | | | | pick it up. | +| | | | | Encourage the | +| | | | | customer to | +| | | | | have the | +| | | | | shipping kit | +| | | | | sent to a | +| | | | | physical | +| | | | | address or the | +| | | | | address on file | +| | | | | for the | +| | | | | account. If | +| | | | | device is | +| | | | | returned late | +| | | | | and is returned | +| | | | | to the sender, | +| | | | | it will be | +| | | | | addressed to | +| | | | | the contact | +| | | | | name. Track | +| | | | | returned | +| | | | | devices via the | +| | | | | AIR Tool (see | +| | | | | screenshot.)¶ | +| | | | | Inform the | +| | | | | customer of the | +| | | | | 30-day return r | +| | | | | equirement.Ship | +| | | | | ping kits can | +| | | | | be tracked | +| | | | | using Order | +| | | | | Track and will | +| | | | | show exchange | +| | | | | type and Return | +| | | | | Reason Code as | +| | | | | “ESR.� Source: | +| | | | | Content: time | +| | | | | at each number: | +| | | | | wireless, home, | +| | | | | and work phone | +| | | | | numbers, if | +| | | | | available. Use | +| | | | | the home or | +| | | | | work number for | +| | | | | data-only | +| | | | | devices. | +| | | | | Intentionally | +| | | | | disconnects, | +| | | | | after | +| | | | | verification, | +| | | | | during your | +| | | | | conversation | +| | | | | Do not attempt | +| | | | | a callback. | +| | | | | Continue to | +| | | | | step 4. | +| | | | | 3 If | +| | | | | the Caller Is | +| | | | | Then | +| | | | | Reached upon | +| | | | | callback and | +| | | | | VID completed | +| | | | | during the | +| | | | | previous call | +| | | | | Do not re- | +| | | | | verify the | +| | | | | customer: | +| | | | | Track the | +| | | | | customer's | +| | | | | issue in | +| | | | | Clarify as if | +| | | | | the call had | +| | | | | not dropped. | +| | | | | Follow the | +| | | | | Account Note | +| | | | | Guidelines. | +| | | | | Not reached | +| | | | | during callback | +| | | | | Leave the | +| | | | | customer a | +| | | | | voicemail, if | +| | | | | available, and | +| | | | | include:   | +| | | | | Your name and | +| | | | | you are | +| | | | | attempting a | +| | | | | follow-up to | +| | | | | the | +| | | | | conversation. | +| | | | | Your | +| | | | | department's | +| | | | | appropriate 800 | +| | | | | number. Ask | +| | | | | that they call | +| | | | | back from a | +| | | | | wired line. | +| | | | | Complete needs, | +| | | | | track(s), and | +| | | | | notes for: | +| | | | | Customer | +| | | | | interactions up | +| | | | | to the | +| | | | | disconnect. | +| | | | | Any tasks | +| | | | | completed after | +| | | | | disconnect | +| | | | | 4 Send an | +| | | | | email to a | +| | | | | manager on duty | +| | | | | with: | +| | | | | Wireless number | +| | | | | Customer name | +| | | | | Brief | +| | | | | description of | +| | | | | issue | +| | | | | Complete needs, | +| | | | | track(s), and | +| | | | | notes for: | +| | | | | Customer | +| | | | | interactions up | +| | | | | to the | +| | | | | disconnect. | +| | | | | Any tasks | +| | | | | completed after | +| | | | | disconnect. | +| | | | | The manager | +| | | | | follows up. | +| | | | | Dropped Call | +| | | | | If you are | +| | | | | accepting the | +| | | | | call, attempt a | +| | | | | callback to the | +| | | | | caller if it | +| | | | | drops during a | +| | | | | hand-off | +| | | | | (transfer): | +| | | | | Anytime you | +| | | | | offer, request, | +| | | | | or accept | +| | | | | ownership of a | +| | | | | call and it | +| | | | | drops, call the | +| | | | | customer back, | +| | | | | even if the | +| | | | | call had not | +| | | | | been handed-off | +| | | | | (transferred). | +| | | | | To verify | +| | | | | callers who | +| | | | | were not | +| | | | | verified by the | +| | | | | transferring | +| | | | | representative, | +| | | | | follow the | +| | | | | Outbound Call | +| | | | | Account Access | +| | | | | (VID) | +| | | | | Guidelines - | +| | | | | BCSS. | +| | | | | Disconnect the | +| | | | | call manually | +| | | | | if you and the | +| | | | | caller mutually | +| | | | | completed the | +| | | | | call, but the | +| | | | | caller did not | +| | | | | disconnect | +| | | | | their end of | +| | | | | the line: | +| | | | | This is the | +| | | | | only scenario | +| | | | | when you may | +| | | | | release a call. | +| | | | | For all dropped | +| | | | | call | +| | | | | situations, | +| | | | | note the | +| | | | | account via | +| | | | | Clarify:   | +| | | | | Reason for | +| | | | | dropped call | +| | | | | Reason callback | +| | | | | was not | +| | | | | provided | +| | | | | Definitions | +| | | | | Dropped Call | +| | | | | Call is | +| | | | | answered, | +| | | | | customer shared | +| | | | | a reason for | +| | | | | the call, | +| | | | | during the | +| | | | | conversation | +| | | | | the line | +| | | | | disconnects or | +| | | | | nothing is | +| | | | | heard on the | +| | | | | other end.If | +| | | | | the call drops | +| | | | | during a change | +| | | | | to, or action | +| | | | | on the account, | +| | | | | and you are | +| | | | | unable to | +| | | | | immediately | +| | | | | call them back, | +| | | | | escalate | +| | | | | immediately to | +| | | | | your supervisor | +| | | | | for a | +| | | | | callback.  | +| | | | | Intentional | +| | | | | Hang Up During | +| | | | | conversation, | +| | | | | customer | +| | | | | purposely hangs | +| | | | | up. Customers | +| | | | | generally say | +| | | | | something | +| | | | | indicating they | +| | | | | are ending the | +| | | | | call rather | +| | | | | than call | +| | | | | dropping mid- | +| | | | | conversation. | +| | | | | Ghost Call A | +| | | | | call is | +| | | | | answered, and | +| | | | | the other party | +| | | | | is not on the | +| | | | | other end. | +| | | | | End of Call | +| | | | | Customer Does | +| | | | | Not Disconnect | +| | | | | You close the | +| | | | | contact and the | +| | | | | call doesn't | +| | | | | end or release. | +| | | | | Customer | +| | | | | Initiated Hold | +| | | | | / Abandons Call | +| | | | | Customer places | +| | | | | the | +| | | | | representative | +| | | | | on an extended | +| | | | | hold or walks | +| | | | | away from the | +| | | | | phone without | +| | | | | returning. | +| | | | | Source: | +| | | | | Content: | +| | | | | personal | +| | | | | information | +| | | | | stored on the | +| | | | | device.If you | +| | | | | recover the | +| | | | | device, you can | +| | | | | reinstate the | +| | | | | service, but | +| | | | | will have to | +| | | | | wait up to 24 | +| | | | | hours for the | +| | | | | device to be | +| | | | | removed from | +| | | | | the blacklist. | +| | | | | Opted out of | +| | | | | blocking device | +| | | | | option Advise | +| | | | | the customer:If | +| | | | | you recover | +| | | | | your device, | +| | | | | you will be | +| | | | | able to | +| | | | | reinstate your | +| | | | | service and use | +| | | | | your device | +| | | | | right away. If | +| | | | | you still | +| | | | | cannot find | +| | | | | your device you | +| | | | | can call us | +| | | | | back within 30 | +| | | | | days to | +| | | | | blacklist your | +| | | | | device. | +| | | | | Customer | +| | | | | Inquiries & | +| | | | | Troubleshooting | +| | | | | Select the link | +| | | | | for policies | +| | | | | and | +| | | | | troubleshooting | +| | | | | steps on the | +| | | | | following | +| | | | | topics: | +| | | | | Device Stolen | +| | | | | In Transit | +| | | | | (Cannot Find a | +| | | | | Delivered Devic | +| | | | | e/Accessory) - | +| | | | | BCSS Report a | +| | | | | Device for Lost | +| | | | | /Stolen/Unrecov | +| | | | | erable & | +| | | | | Replace | +| | | | | Equipment - | +| | | | | BCSS   | +| | | | | Blacklist a | +| | | | | Stolen | +| | | | | Device/Remove | +| | | | | from Blacklist/ | +| | | | | DLC Blacklistin | +| | | | | g Check - BCSS | +| | | | | Request | +| | | | | Adjustments for | +| | | | | Lost or Stolen | +| | | | | Equipment- BCSS | +| | | | |   Restore for | +| | | | | Lost/Stolen/Sus | +| | | | | pend/Unrecovera | +| | | | | ble - BCSS FAQ | +| | | | | If the device | +| | | | | is found can | +| | | | | 911 or 611 | +| | | | | still be | +| | | | | dialed?Yes. 911 | +| | | | | and 611 can | +| | | | | still be | +| | | | | dialed.Do I | +| | | | | keep my number | +| | | | | while the | +| | | | | service is | +| | | | | suspended?Yes. | +| | | | | The customer | +| | | | | retains their | +| | | | | wireless number | +| | | | | while the | +| | | | | service is | +| | | | | suspended.Does | +| | | | | my contract | +| | | | | extend out by | +| | | | | the amount of | +| | | | | time my service | +| | | | | is suspend?No. | +| | | | | The customer's | +| | | | | contract is not | +| | | | | extended for | +| | | | | the amount of | +| | | | | time the | +| | | | | service is | +| | | | | suspended. Does | +| | | | | my service | +| | | | | automatically | +| | | | | reinstate at | +| | | | | any point?No. | +| | | | | Service(s) | +| | | | | suspended for | +| | | | | Lost or Stolen | +| | | | | do not | +| | | | | automatically | +| | | | | reinstate. Does | +| | | | | AT&T charge for | +| | | | | suspending or | +| | | | | restoring | +| | | | | service from | +| | | | | Lost or | +| | | | | Stolen?No. AT&T | +| | | | | does not charge | +| | | | | suspension or | +| | | | | restoral fees | +| | | | | for lost or | +| | | | | stolen.What if | +| | | | | a Third Party | +| | | | | or Another | +| | | | | Customer Finds | +| | | | | a Lost or | +| | | | | Stolen Phone? | +| | | | | When an AT&T | +| | | | | phone is found | +| | | | | by someone | +| | | | | other than its | +| | | | | owner, advise | +| | | | | the caller to | +| | | | | drop the phone | +| | | | | off at an AT&T | +| | | | | location.  | +| | | | | Provide the | +| | | | | address of an | +| | | | | AT&T Retail | +| | | | | location and th | +| | | | | e att.com/store | +| | | | | locator/ | +| | | | | website | +| | | | | address. AT&T | +| | | | | cannot divulge | +| | | | | any information | +| | | | | pertaining to | +| | | | | the phone's | +| | | | | owner, or | +| | | | | provide the | +| | | | | caller's | +| | | | | contact | +| | | | | information to | +| | | | | the phone's | +| | | | | owner.  An | +| | | | | AT&T Retail | +| | | | | agent contacts | +| | | | | Customer | +| | | | | Service and | +| | | | | supplies the | +| | | | | store's contact | +| | | | | information.  | +| | | | | Customer | +| | | | | Service | +| | | | | contacts the | +| | | | | phone's owner | +| | | | | with the | +| | | | | information.  | +| | | | | BMC contacts | +| | | | | the AOP/TCM | +| | | | | with the | +| | | | | information | +| | | | | following the | +| | | | | Outbound Call | +| | | | | Account Access | +| | | | | (VID) | +| | | | | Guidelines - | +| | | | | BCSS .  If | +| | | | | there is no | +| | | | | AT&T Retail | +| | | | | location in the | +| | | | | caller's area, | +| | | | | suggest they | +| | | | | take the phone | +| | | | | to their local | +| | | | | police station. | +| | | | | Can I request | +| | | | | an Unlimited or | +| | | | | Tiered | +| | | | | Smartphone Data | +| | | | | Plan Due to | +| | | | | Lost or Stolen? | +| | | | | The customer | +| | | | | qualifies for | +| | | | | the unlimited | +| | | | | or tiered | +| | | | | smartphone plan | +| | | | | if the previous | +| | | | | device was a | +| | | | | smartphone with | +| | | | | an unlimited or | +| | | | | tiered | +| | | | | smartphone data | +| | | | | plan AND the | +| | | | | new device is a | +| | | | | smartphone AND | +| | | | | the customer’s | +| | | | | service was | +| | | | | restored within | +| | | | | the last 90 | +| | | | | days from lost | +| | | | | or stolen. | +| | | | | Review the Gran | +| | | | | dfathered or | +| | | | | Expired Rate | +| | | | | Plans and | +| | | | | Feature | +| | | | | Requests - | +| | | | | BCSS to | +| | | | | complete a case | +| | | | | and notate in | +| | | | | the account | +| | | | | that the | +| | | | | customer is | +| | | | | eligible for | +| | | | | the Expired | +| | | | | Smartphone | +| | | | | plan. The | +| | | | | customer does | +| | | | | not qualify for | +| | | | | the expired | +| | | | | smartphone | +| | | | | plans if their | +| | | | | previous or new | +| | | | | device is not a | +| | | | | smartphone or | +| | | | | if the | +| | | | | customer’s | +| | | | | service is | +| | | | | restored after | +| | | | | 90 days from | +| | | | | being lost or | +| | | | | stolen.   | +| | | | | Current | +| | | | | features can be | +| | | | | offered. | +| | | | | Related Links | +| | | | | To check usage | +| | | | | on a lost or | +| | | | | stolen | +| | | | | device:•   | +| | | | |  Usage and Call | +| | | | | Detail - BCSS | +| | | | |  To suspend or | +| | | | | restore a | +| | | | | customer for | +| | | | | Voluntary or | +| | | | | Reduce Rate | +| | | | | Suspend:•   | +| | | | |  Voluntary | +| | | | | Suspend and | +| | | | | Restore - BCSS | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 62 | [] | How do I | To check if | Content: Back | +| | | know if Cell | Cell Booster | to Top | +| | | Booster | service is | Requirements | +| | | service is | available in | Equipment - | +| | | available in | a customer's | Compatible | +| | | the | area, you | equipment | +| | | customer's | can go to at | includes the | +| | | area? | t.com/cellbo | following: | +| | | | ostereligibi | 5G Sub-6GHz, | +| | | | lity and | 5G+ (mmWave), | +| | | | select | 4G LTE, or LTE- | +| | | | "Check | capable phones | +| | | | Service | Connected | +| | | | Area." This | Wearables, | +| | | | will allow | Tablets and | +| | | | you to | Laptops | +| | | | determine if | Wireless Home | +| | | | the customer | Phone: | +| | | | is within a | Premier, | +| | | | licensed | FirstNet | +| | | | AT&T | Central, and | +| | | | coverage | myAT&T | +| | | | area and if | Account:  The | +| | | | they have a | customer must | +| | | | valid E911 | have a | +| | | | registered | registered | +| | | | physical | myAT&T account. | +| | | | location | Enterprise / | +| | | | address. | CRU and | +| | | | Note that | FirstNet must | +| | | | the service | have Premier | +| | | | is currently | and FirstNet | +| | | | only | Central to | +| | | | available in | register and | +| | | | Washington- | manage the Cell | +| | | | state and | Boosters.  | +| | | | parts of | Postpaid | +| | | | Idaho, with | Account - An | +| | | | a national | active postpaid | +| | | | launch | account is | +| | | | planned for | required to | +| | | | 1Q 2022. | register the | +| | | | (Source: | AT&T Cell | +| | | | context) | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Customers that | +| | | | | activate a Cell | +| | | | | Booster Pro | +| | | | | will have | +| | | | | access to view | +| | | | | performance | +| | | | | reports. This | +| | | | | feature allows | +| | | | | customers to | +| | | | | see a 13-month | +| | | | | report that | +| | | | | displays | +| | | | | wireless usage | +| | | | | for that Cell | +| | | | | Booster Pro | +| | | | | Performance | +| | | | | Reports will | +| | | | | only be | +| | | | | displayed for | +| | | | | Cell Booster | +| | | | | Pro and not | +| | | | | available for | +| | | | | Cell Booster. | +| | | | | To access the | +| | | | | performance | +| | | | | reports, from | +| | | | | the Home page, | +| | | | | click Settings | +| | | | | > Performance | +| | | | | Reports. ¶ | +| | | | | Back to Top ¶ | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) The | +| | | | | AT&T Cell | +| | | | | Booster | +| | | | | app/portal is | +| | | | | the primary | +| | | | | portal for | +| | | | | customers to | +| | | | | use to activate | +| | | | | and manage | +| | | | | their Cell | +| | | | | Booster device. | +| | | | | For troubleshoo | +| | | | | ting, agents | +| | | | | can impersonate | +| | | | | or mimic the | +| | | | | customer in the | +| | | | | app/portal and | +| | | | | have access to | +| | | | | the same view | +| | | | | and functions | +| | | | | as the | +| | | | | customer.¶ To | +| | | | | access the | +| | | | | customer | +| | | | | app/portal, the | +| | | | | agent will | +| | | | | query the | +| | | | | customer using | +| | | | | the customer's | +| | | | | existing Login | +| | | | | ID used to | +| | | | | access the Cell | +| | | | | Booster | +| | | | | app/portal. | +| | | | | Follow the | +| | | | | steps below to | +| | | | | impersonate | +| | | | | using the | +| | | | | Impersonation | +| | | | | Tool:¶ ¶ | +| | | | | Access the | +| | | | | tool: https://c | +| | | | | ellbooster.aws. | +| | | | | cloud.att.com/s | +| | | | | upportContent/i | +| | | | | ndex.html | +| | | | | Login using | +| | | | | AT&T Global | +| | | | | Login Select | +| | | | | the Customer | +| | | | | Type from the | +| | | | | drop-down: | +| | | | | Customer, | +| | | | | Business or | +| | | | | FirstNet | +| | | | | Customer Type - | +| | | | | Screenshot. | +| | | | | Input the Login | +| | | | | ID and click | +| | | | | Impersonate to | +| | | | | see all Cell | +| | | | | Boosters | +| | | | | associated with | +| | | | | the customer | +| | | | | profile Login | +| | | | | ID - | +| | | | | Screenshot.¶ | +| | | | | If the user has | +| | | | | a registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear | +| | | | | Registered User | +| | | | | - Screenshot.If | +| | | | | the user does | +| | | | | not have a | +| | | | | registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear Non- | +| | | | | Registered User | +| | | | | - Screenshot.¶ | +| | | | | Note: The | +| | | | | customer must | +| | | | | accept the | +| | | | | Terms and | +| | | | | Conditions when | +| | | | | registering | +| | | | | their first | +| | | | | device. The | +| | | | | agent cannot | +| | | | | perform this on | +| | | | | behalf of the | +| | | | | user. The Terms | +| | | | | and Conditions | +| | | | | need to be | +| | | | | accepted before | +| | | | | an agent can | +| | | | | perform any | +| | | | | impersonation. | +| | | | | ¶ ¶ Login | +| | | | | ID:¶ ¶ Agents | +| | | | | should see the | +| | | | | Login ID | +| | | | | associated to | +| | | | | the user in | +| | | | | TSRM. The Login | +| | | | | ID will be | +| | | | | returned to | +| | | | | TSRM UI (via | +| | | | | ISSAC WF) when | +| | | | | the agent | +| | | | | queries the | +| | | | | Cell Booster | +| | | | | Portal data by | +| | | | | mobile number | +| | | | | or serial | +| | | | | number. The | +| | | | | Login ID will | +| | | | | also be | +| | | | | displayed in | +| | | | | Torch under | +| | | | | Device | +| | | | | Information | +| | | | | under the | +| | | | | Customer Login | +| | | | | ID field. TORCH | +| | | | | Login ID - | +| | | | | Screenshot The | +| | | | | agent can ask | +| | | | | the customer or | +| | | | | search via any | +| | | | | HALO tools | +| | | | | What if the | +| | | | | user's Login ID | +| | | | | has changed?¶ | +| | | | | The user or | +| | | | | Admin will have | +| | | | | to go into the | +| | | | | Cell Booster | +| | | | | Portal and add | +| | | | | another admin | +| | | | | user with the | +| | | | | new Login ID | +| | | | | and delete the | +| | | | | existing | +| | | | | user/admin¶ | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support ¶ | +| | | | | Roles¶ ¶ | +| | | | | BMC/BME General | +| | | | | Care can assist | +| | | | | customers with | +| | | | | general AT&T | +| | | | | Cell Booster | +| | | | | inquiries and | +| | | | | billing | +| | | | | support¶ ¶ | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing an | +| | | | | issue with | +| | | | | their AT&T Cell | +| | | | | Booster to BMTS | +| | | | | using the | +| | | | | Directory Tool¶ | +| | | | | BMTS provides | +| | | | | troubleshooting | +| | | | | assistance for | +| | | | | all AT&T Cell | +| | | | | Booster issues | +| | | | | using the AT&T | +| | | | | Cell Booster | +| | | | | Technical Guide | +| | | | | script (TS&R - | +| | | | | Troubleshoot & | +| | | | | Resolve Tool - | +| | | | | ETA TBD)¶ For | +| | | | | more | +| | | | | information on | +| | | | | troubleshooting | +| | | | | connectivity | +| | | | | issues, refer | +| | | | | to AT&T Cell | +| | | | | Booster: | +| | | | | Broadband | +| | | | | Internet | +| | | | | Connectivity Tr | +| | | | | oubleshooting¶ | +| | | | | ¶ Source: | +| | | | | Content: | +| | | | | Booster | +| | | | | Location screen | +| | | | | will appear | +| | | | | asking for the | +| | | | | following | +| | | | | information | +| | | | | below. Once | +| | | | | complete, click | +| | | | | Next¶ Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | optional¶ On | +| | | | | the Confirm | +| | | | | Cell Booster | +| | | | | Info screen, | +| | | | | the customer is | +| | | | | to review the | +| | | | | fields they | +| | | | | just filled | +| | | | | out. If | +| | | | | anything needs | +| | | | | to be edited, | +| | | | | advise the | +| | | | | customer to | +| | | | | click the back | +| | | | | arrow on the | +| | | | | top left to | +| | | | | edit fields. If | +| | | | | all fields are | +| | | | | accurate, click | +| | | | | the Confirm | +| | | | | button. The | +| | | | | Registration | +| | | | | Successful | +| | | | | screen will | +| | | | | appear, advise | +| | | | | the customer to | +| | | | | click the Next | +| | | | | button at the | +| | | | | bottom of the | +| | | | | screen. Once | +| | | | | the device is | +| | | | | successfully | +| | | | | registered, the | +| | | | | customer will | +| | | | | be guided | +| | | | | through setup | +| | | | | and | +| | | | | installation | +| | | | | steps/screens | +| | | | | in the AT&T | +| | | | | Cell Booster | +| | | | | app or web | +| | | | | portal. The | +| | | | | first screen to | +| | | | | appear will be | +| | | | | Find the best | +| | | | | place for your | +| | | | | Cell Booster. | +| | | | | Advise the | +| | | | | customer that | +| | | | | once the device | +| | | | | is activated, | +| | | | | set it upright | +| | | | | or mount it to | +| | | | | a wall. Click | +| | | | | Next Locate | +| | | | | the yellow- | +| | | | | colored | +| | | | | Ethernet cable | +| | | | | in the box. | +| | | | | Once unwrapped, | +| | | | | connect one end | +| | | | | to the yellow | +| | | | | colored | +| | | | | Ethernet port. | +| | | | | Next, connect | +| | | | | the other end | +| | | | | of the Ethernet | +| | | | | cable to the | +| | | | | customer's | +| | | | | internet | +| | | | | gateway/router. | +| | | | | Push firmly on | +| | | | | each end of the | +| | | | | cable until it | +| | | | | clicks; click | +| | | | | Next. ¶ Heads | +| | | | | Up: If the | +| | | | | customer is not | +| | | | | sure which port | +| | | | | to use on their | +| | | | | internet | +| | | | | gateway/router, | +| | | | | any open | +| | | | | similar looking | +| | | | | port should | +| | | | | work and is | +| | | | | usually labeled | +| | | | | LAN¶ Attach | +| | | | | the GPS antenna | +| | | | | to the window | +| | | | | if one is | +| | | | | nearby. Make | +| | | | | sure the window | +| | | | | is clean so | +| | | | | that the | +| | | | | antenna adheres | +| | | | | securely, once | +| | | | | complete click | +| | | | | Next Plug the | +| | | | | power cable | +| | | | | into the Cell | +| | | | | Booster and | +| | | | | into a nearby | +| | | | | outlet. This is | +| | | | | the last step | +| | | | | to install and | +| | | | | once complete, | +| | | | | click Finish to | +| | | | | go to the Home | +| | | | | Page which will | +| | | | | display the | +| | | | | Cell Booster | +| | | | | under their | +| | | | | account. On | +| | | | | the Main page, | +| | | | | the customer | +| | | | | may see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about | +| | | | | 1min for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will displayed | +| | | | | Registered. ¶ | +| | | | | Note: The | +| | | | | customer will | +| | | | | get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with a summary | +| | | | | of their Cell | +| | | | | Booster | +| | | | | information | +| | | | | entered via the | +| | | | | mobile app or | +| | | | | portal.¶ Heads | +| | | | | Up: Cell | +| | | | | Booster Pro has | +| | | | | an optional | +| | | | | Power of | +| | | | | Ethernet | +| | | | | (POE)++ | +| | | | | splitter to | +| | | | | provide power | +| | | | | as an | +| | | | | alternative to | +| | | | | the power | +| | | | | supply. Note: | +| | | | | On the Main | +| | | | | Page, the | +| | | | | customers may | +| | | | | see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about 1 | +| | | | | minute for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will display | +| | | | | Registered. | +| | | | | Additional | +| | | | | Note: Customer | +| | | | | will get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with summary of | +| | | | | their Cell | +| | | | | Booster | +| | | | | information | +| | | | | input into | +| | | | | mobile app or | +| | | | | the portal. | +| | | | | After | +| | | | | registration | +| | | | | and set-up is | +| | | | | complete, AT&T | +| | | | | Cell Booster | +| | | | | will go through | +| | | | | an activation | +| | | | | sequence in the | +| | | | | Network. Device | +| | | | | activation can | +| | | | | take up to an | +| | | | | hour to | +| | | | | complete. The | +| | | | | customer will | +| | | | | receive an | +| | | | | email and SMS | +| | | | | notification | +| | | | | once the device | +| | | | | has complete | +| | | | | activation and | +| | | | | is enabled for | +| | | | | use. The device | +| | | | | LED's will turn | +| | | | | solid white in | +| | | | | the following | +| | | | | sequence as | +| | | | | steps are | +| | | | | completed: | +| | | | | Power > | +| | | | | Internet > GPS | +| | | | | > LTE > Status | +| | | | | Note: The | +| | | | | customer can | +| | | | | also check the | +| | | | | device status | +| | | | | in the portal | +| | | | | by selecting | +| | | | | the arrow next | +| | | | | to the device | +| | | | | on the Home | +| | | | | page to get | +| | | | | additional | +| | | | | status for that | +| | | | | device | +| | | | | including any | +| | | | | errors | +| | | | | encountered | +| | | | | during | +| | | | | activation. An | +| | | | | email or SMS | +| | | | | notification | +| | | | | will also be | +| | | | | sent to the | +| | | | | customer | +| | | | | showing the | +| | | | | progress as | +| | | | | well as if any | +| | | | | specific error | +| | | | | occur during | +| | | | | activation. ¶ | +| | | | | ¶ Activation | +| | | | | Failure¶ On | +| | | | | the Home page, | +| | | | | if the | +| | | | | activation | +| | | | | failed, a red | +| | | | | circle with an | +| | | | | exclamation | +| | | | | point will | +| | | | | appear on the | +| | | | | Cell Booster | +| | | | | image along | +| | | | | with the error | +| | | | | and | +| | | | | instructions. | +| | | | | The customer | +| | | | | should follow | +| | | | | the | +| | | | | instructions | +| | | | | provided to | +| | | | | resolve the | +| | | | | issue. Initial | +| | | | | troubleshooting | +| | | | | are always to | +| | | | | unplug the | +| | | | | power cord and | +| | | | | plug back in | +| | | | | (power cycle) | +| | | | | or to | +| | | | | disconnect the | +| | | | | device and | +| | | | | attempt | +| | | | | registration | +| | | | | again. ¶ ¶ | +| | | | | Back to Top | +| | | | | Location | +| | | | | Updates and | +| | | | | Disconnect | +| | | | | Adding or | +| | | | | Moving a Cell | +| | | | | Booster | +| | | | | Location¶ ¶ | +| | | | | The customer | +| | | | | can add another | +| | | | | location or | +| | | | | move their | +| | | | | device to | +| | | | | another | +| | | | | location | +| | | | | address from | +| | | | | the Home Page > | +| | | | | Add a location. | +| | | | | To add a | +| | | | | location, click | +| | | | | on the + sign | +| | | | | under My | +| | | | | Location on the | +| | | | | top left corner | +| | | | | of the | +| | | | | app/portal.¶ | +| | | | | The customer | +| | | | | will then need | +| | | | | to fill out the | +| | | | | following | +| | | | | fields then | +| | | | | click Next once | +| | | | | all fields are | +| | | | | filled out:¶ | +| | | | | Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | customer | +| | | | | chooses¶ ¶ To | +| | | | | move a device | +| | | | | to another | +| | | | | location, the | +| | | | | customer needs | +| | | | | to disconnect | +| | | | | the device at | +| | | | | their current | +| | | | | location. | +| | | | | Follow the | +| | | | | instructions | +| | | | | for Disconnect | +| | | | | AT&T Cell | +| | | | | Booster.¶ Once | +| | | | | disconnected, | +| | | | | the customer | +| | | | | can select the | +| | | | | location where | +| | | | | they want to | +| | | | | move their Cell | +| | | | | Booster and | +| | | | | click on the + | +| | | | | sign to add the | +| | | | | new location. | +| | | | | Follow the | +| | | | | instructions to | +| | | | | add a location. | +| | | | | ¶ Note: There | +| | | | | is a future | +| | | | | enhancement to | +| | | | | make a move | +| | | | | flow more | +| | | | | seamless. Until | +| | | | | then, the | +| | | | | customer will | +| | | | | need to | +| | | | | disconnect and | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | ++----+--------------+----------------+----------------+-------------------+ +| 63 | [] | How does the | The AT&T | Content: Back | +| | | AT&T Cell | Cell Booster | to Top | +| | | Booster meet | requires the | Requirements | +| | | E911 require | customer to | Equipment - | +| | | ments? | have an E911 | Compatible | +| | | | registered | equipment | +| | | | physical | includes the | +| | | | location | following: | +| | | | address, and | 5G Sub-6GHz, | +| | | | it uses the | 5G+ (mmWave), | +| | | | GPS system | 4G LTE, or LTE- | +| | | | to verify | capable phones | +| | | | its physical | Connected | +| | | | location. If | Wearables, | +| | | | the device | Tablets and | +| | | | is unable to | Laptops | +| | | | gain a GPS | Wireless Home | +| | | | Lock, it | Phone: | +| | | | attempts to | Premier, | +| | | | perform GPS | FirstNet | +| | | | Bypass using | Central, and | +| | | | the signal | myAT&T | +| | | | from | Account:  The | +| | | | neighboring | customer must | +| | | | AT&T cell | have a | +| | | | towers in an | registered | +| | | | attempt to | myAT&T account. | +| | | | verify the | Enterprise / | +| | | | physical | CRU and | +| | | | location of | FirstNet must | +| | | | the device. | have Premier | +| | | | If the AT&T | and FirstNet | +| | | | Cell Booster | Central to | +| | | | is able to | register and | +| | | | successfully | manage the Cell | +| | | | gain a GPS | Boosters.  | +| | | | Bypass, the | Postpaid | +| | | | physical | Account - An | +| | | | location can | active postpaid | +| | | | be verified | account is | +| | | | and the | required to | +| | | | activation | register the | +| | | | process | AT&T Cell | +| | | | continues to | Booster: If | +| | | | the next | a Prepaid | +| | | | step. If the | customers has a | +| | | | device | myAT&T login, | +| | | | cannot | they can regist | +| | | | acquire a | er/activate a | +| | | | GPS lock and | Cell Booster. | +| | | | cannot | CRU customers | +| | | | perform GPS | may purchase | +| | | | Bypass, the | the Cell | +| | | | device | Booster, but | +| | | | cannot | they must | +| | | | proceed with | activate on a C | +| | | | activation, | onsumer/Signatu | +| | | | and the | re line. | +| | | | customer | Home Broadband | +| | | | will get an | Internet  | +| | | | email | AT&T Cell | +| | | | notification | Booster: | +| | | | and SMS text | Minimum speeds | +| | | | informing | are 5Mbps | +| | | | that | Download/1Mbps | +| | | | location | Upload. | +| | | | cannot be | Recommended | +| | | | determined | speeds are 100 | +| | | | for their | Mbps/5 Mbps. | +| | | | AT&T Cell | AT&T Cell | +| | | | Booster. | Booster Pro: | +| | | | Notification | Minimum speeds | +| | | | will | are 25Mbps | +| | | | instruct the | Download/5Mbps | +| | | | user to | Upload. The | +| | | | connect the | requirements | +| | | | GPS antenna | change by | +| | | | in an | number of Pros | +| | | | attempt to | on location:  | +| | | | try to get a | 25Mbps | +| | | | GPS lock or | Download/5Mbps | +| | | | customer can | Upload for 1 | +| | | | reach out to | Pro 30Mbps | +| | | | customer | Download/7Mbps | +| | | | support for | Upload for 2 | +| | | | help. | Pro's 35Mbps | +| | | | (Source: | Download/9MBps | +| | | | context) | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | To: Activation | +| | | | | and | +| | | | | Registration | +| | | | | Location | +| | | | | Updates and | +| | | | | Disconnect | +| | | | | Adding Admin | +| | | | | Access Update | +| | | | | Notification | +| | | | | Settings | +| | | | | Performance | +| | | | | Report (Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support FAQ | +| | | | | What's New | +| | | | | AT&T Cell | +| | | | | Booster ProSM – | +| | | | | FirstNet Closed | +| | | | | Mode User | +| | | | | Experience** | +| | | | | Notice: AT&T | +| | | | | and FirstNet | +| | | | | have discovered | +| | | | | a user | +| | | | | experience | +| | | | | issue with Cell | +| | | | | Booster Pros in | +| | | | | Closed Mode*. A | +| | | | | workaround is | +| | | | | available, and | +| | | | | a fix is | +| | | | | expected in | +| | | | | 2023. Issue: | +| | | | | Users not on | +| | | | | the Authorized | +| | | | | User list may | +| | | | | experience | +| | | | | service issues | +| | | | | when in range | +| | | | | of a Closed | +| | | | | Cell Booster | +| | | | | Pro. Users | +| | | | | could encounter | +| | | | | periods of no | +| | | | | service, no | +| | | | | bars, or full | +| | | | | bars without | +| | | | | access to | +| | | | | voice, text, or | +| | | | | data services. | +| | | | | Once the user | +| | | | | leaves the Cell | +| | | | | Booster Pro | +| | | | | coverage area, | +| | | | | the phone can | +| | | | | take over 10 | +| | | | | minutes before | +| | | | | service is | +| | | | | restored. To | +| | | | | restore service | +| | | | | faster, users | +| | | | | can toggle | +| | | | | Airplane mode | +| | | | | to reconnect to | +| | | | | the neighboring | +| | | | | macro tower | +| | | | | immediately. | +| | | | | Workaround: To | +| | | | | prevent this, | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | administrators | +| | | | | can switch to | +| | | | | Open Mode in | +| | | | | the Cell | +| | | | | Booster Pro | +| | | | | mobile app or | +| | | | | online | +| | | | | management | +| | | | | portal. | +| | | | | Instructions | +| | | | | can be found on | +| | | | | Page 5 of the | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | User & | +| | | | | Technical Guide | +| | | | | (firstnet.com). | +| | | | | Cell Booster | +| | | | | Pros have | +| | | | | industry | +| | | | | leading | +| | | | | security, and | +| | | | | all | +| | | | | communications | +| | | | | are encrypted | +| | | | | through a | +| | | | | secure tunnel | +| | | | | back to AT&T’s | +| | | | | Core. AT&T and | +| | | | | FirstNet will | +| | | | | also | +| | | | | temporarily | +| | | | | allow up to 5 | +| | | | | users to | +| | | | | connect to a | +| | | | | Closed Cell | +| | | | | Booster Pro in | +| | | | | the coming | +| | | | | weeks, even if | +| | | | | they aren’t on | +| | | | | the Whitelist, | +| | | | | to mitigate | +| | | | | this issue. | +| | | | | Resolution: A | +| | | | | fix for Closed | +| | | | | Mode will be | +| | | | | released in | +| | | | | 2023. After | +| | | | | this fix is | +| | | | | released, the | +| | | | | number of non- | +| | | | | whitelisted | +| | | | | connections | +| | | | | will drop back | +| | | | | down to 0. You | +| | | | | will receive a | +| | | | | follow-up | +| | | | | communication | +| | | | | once this fix | +| | | | | is released. | +| | | | | Questions: | +| | | | | Visit www.first | +| | | | | net.com/cellboo | +| | | | | sterpro or | +| | | | | contact | +| | | | | FirstNet | +| | | | | Customer Care | +| | | | | at | +| | | | | 800.574.7000. | +| | | | | *Closed Mode is | +| | | | | also known as | +| | | | | Whitelisting or | +| | | | | Closed | +| | | | | Subscriber | +| | | | | Group. | +| | | | | **Information | +| | | | | added November | +| | | | | 9, 2022. | +| | | | | Activation and | +| | | | | Registration | +| | | | | Heads Up: U.S. | +| | | | | Counties | +| | | | | (please click | +| | | | | on the | +| | | | | hyperlink to | +| | | | | view all listed | +| | | | | counties) where | +| | | | | only one radio | +| | | | | can be enabled. | +| | | | | To Activate and | +| | | | | Register the | +| | | | | AT&T Cell | +| | | | | Booster, follow | +| | | | | these steps:¶ | +| | | | | ¶ Download the | +| | | | | AT&T Cell | +| | | | | Booster app. | +| | | | | It's available | +| | | | | in the App | +| | | | | Store, iTunes | +| | | | | or the customer | +| | | | | can scan the QR | +| | | | | Code on the | +| | | | | Box/Device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription.¶ | +| | | | | ¶ Note: If the | +| | | | | QR code does | +| | | | | not work for | +| | | | | the customer, | +| | | | | then instruct | +| | | | | the customer to | +| | | | | either download | +| | | | | the AT&T Cell | +| | | | | Booster app | +| | | | | directly from | +| | | | | the App Store | +| | | | | or go to att.co | +| | | | | m/cellbooster . | +| | | | | ¶ When the app | +| | | | | is downloaded | +| | | | | and opened, the | +| | | | | first screen | +| | | | | will say | +| | | | | Welcome to AT&T | +| | | | | Cell Booster. | +| | | | | Users are asked | +| | | | | to select their | +| | | | | account type:¶ | +| | | | | Personal or | +| | | | | Small Business | +| | | | | - att.com/myatt | +| | | | | appEnterprise | +| | | | | or FirstNet | +| | | | | Subscriber Paid | +| | | | | (FirstNet | +| | | | | customer who | +| | | | | pays their own | +| | | | | bill) - | +| | | | | att.com/premier | +| | | | | FirstNet Agency | +| | | | | Paid - https:// | +| | | | | wireless.firstn | +| | | | | et.att.com ¶ | +| | | | | After the | +| | | | | account type is | +| | | | | selected, the | +| | | | | customer will | +| | | | | need to enter | +| | | | | their account | +| | | | | credentials to | +| | | | | login and | +| | | | | authenticate to | +| | | | | the portal. ¶ | +| | | | | Personal and | +| | | | | Small Business | +| | | | | uses existing | +| | | | | MyATT.com | +| | | | | username and | +| | | | | pw¶ Do not | +| | | | | create new | +| | | | | login using the | +| | | | | phone number as | +| | | | | the login (to | +| | | | | mirror | +| | | | | MicroCell). | +| | | | | Users need to | +| | | | | authenticate | +| | | | | with their | +| | | | | myAT&T login. | +| | | | | ¶ Enterprise | +| | | | | uses Premier | +| | | | | username and Pa | +| | | | | sswordFirstNet | +| | | | | uses FirstNet | +| | | | | Central | +| | | | | username and | +| | | | | Password¶ When | +| | | | | the Cell | +| | | | | Booster App is | +| | | | | downloaded, an | +| | | | | end user | +| | | | | agreement | +| | | | | (EULA) must be | +| | | | | accepted, then | +| | | | | when they | +| | | | | login, the | +| | | | | Terms of | +| | | | | Service needs | +| | | | | to be accepted. | +| | | | | Once Terms of | +| | | | | Service are | +| | | | | accepted, users | +| | | | | will not be | +| | | | | required to | +| | | | | read through | +| | | | | them again. | +| | | | | After the Terms | +| | | | | of Service are | +| | | | | accepted, the | +| | | | | customer will | +| | | | | click on Setup | +| | | | | a Cell Booster | +| | | | | blue button | +| | | | | The customer | +| | | | | will then need | +| | | | | to fill out the | +| | | | | following | +| | | | | fields then | +| | | | | click Next once | +| | | | | all fields are | +| | | | | filled out:¶ | +| | | | | First NameLast | +| | | | | NameSerial | +| | | | | number of the | +| | | | | Cell Booster | +| | | | | (customer can | +| | | | | scan the QR | +| | | | | code via mobile | +| | | | | or entered | +| | | | | manually if | +| | | | | using the web | +| | | | | app; serial | +| | | | | number can be | +| | | | | found on device | +| | | | | label)AT&T | +| | | | | mobile phone | +| | | | | number for Cell | +| | | | | Booster portal | +| | | | | notificationsPr | +| | | | | eferred email | +| | | | | for Cell | +| | | | | Booster portal | +| | | | | notificationsCe | +| | | | | ll Booster | +| | | | | NicknameNote: | +| | | | | If it's a Cell | +| | | | | Booster Pro, | +| | | | | users will see | +| | | | | additional drop | +| | | | | down Cell | +| | | | | Booster Type to | +| | | | | select | +| | | | | appropriate | +| | | | | Cell Booster | +| | | | | configuration: | +| | | | | • AT&T for | +| | | | | Enterprise or | +| | | | | Small Business | +| | | | | customers. • | +| | | | | FirstNet for a | +| | | | | FirstNet agency | +| | | | | or Subscriber | +| | | | | Paid customer.¶ | +| | | | | The Enter Cell | +| | | | | Source: | +| | | | | Content: 4072Q  | +| | | | | AT&T Cell | +| | | | | Booster Wall | +| | | | | Charger  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | 4843P  Netgear | +| | | | | Ethernet | +| | | | | Powerline  | +| | | | | $84.99 | +| | | | | Optional | +| | | | | **Professional | +| | | | | Installation is | +| | | | | not available | +| | | | | for Cell | +| | | | | Booster or for | +| | | | | IRU liability | +| | | | | types. Cell | +| | | | | Booster is Self | +| | | | | Install Only** | +| | | | |     | +| | | | | Back to Top | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 64 | [] | How many | The AT&T | Content: The | +| | | phones can | Cell Booster | AT&T Cell | +| | | use Cell | and Cell | Booster and | +| | | Booster at | Booster Pro | Cell Booster | +| | | the same | can support | Pro serve as a | +| | | time? | up to 8 and | small 4G LTE | +| | | | 64 users res | cell tower in | +| | | | pectively, | the home or | +| | | | but all | office that | +| | | | users need | uses the | +| | | | to have AT&T | customer's | +| | | | wireless | broadband | +| | | | service and | Internet | +| | | | must be | connection to | +| | | | within range | carry the call | +| | | | to connect. | or data traffic | +| | | | (Source: | to the AT&T | +| | | | context) | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: Double | +| | | | | the | +| | | | | convenience! | +| | | | | 2 IMEIs on 1 | +| | | | | device 2 SIMs | +| | | | | on 1 device | +| | | | |  What makes it | +| | | | | great? | +| | | | | Customers can | +| | | | | choose to | +| | | | | associate one | +| | | | | or multiple | +| | | | | CTNs to their | +| | | | | device. Use | +| | | | | different plans | +| | | | | for different | +| | | | | needs. Carry | +| | | | | one device for | +| | | | | personal or | +| | | | | business use. | +| | | | | Links not | +| | | | | available? Some | +| | | | | articles are | +| | | | | restricted to | +| | | | | specific | +| | | | | profiles. | +| | | | | Here’s how it | +| | | | | works | +| | | | | Dual SIM: 2 | +| | | | | SIMs on 1 | +| | | | | device. A | +| | | | | combination of | +| | | | | physical and/or | +| | | | | eSIM, depending | +| | | | | on the device. | +| | | | | eSIMs may be | +| | | | | installed via | +| | | | | the Internet or | +| | | | | scanned by QR | +| | | | | code. For more | +| | | | | information on | +| | | | | eSIMs, see | +| | | | | Electronic SIM | +| | | | | (eSIM). | +| | | | | Dual Standby: | +| | | | | Both SIMs are | +| | | | | active on the | +| | | | | device and on | +| | | | | standby at the | +| | | | | same time. Not | +| | | | | all Dual SIM | +| | | | | devices may be | +| | | | | Dual Standby. | +| | | | | Each activated | +| | | | | CTN requires | +| | | | | its own rate | +| | | | | plan and | +| | | | | features. | +| | | | | Features work | +| | | | | independently | +| | | | | per CTN (such | +| | | | | as call | +| | | | | forwarding, | +| | | | | call waiting). | +| | | | | Each CTN can be | +| | | | | on a different | +| | | | | BAN; | +| | | | | Authenticate | +| | | | | each BAN | +| | | | | separately. | +| | | | | Experiences may | +| | | | | differ by | +| | | | | device - refer | +| | | | | to Device | +| | | | | Support for | +| | | | | details. | +| | | | | Available on 1 | +| | | | | CTN at a time. | +| | | | | The customer | +| | | | | selects which | +| | | | | CTN to use for | +| | | | | the data | +| | | | | session. If | +| | | | | using voice and | +| | | | | data | +| | | | | simultaneously | +| | | | | the customer | +| | | | | will need to | +| | | | | use the same | +| | | | | CTN for both ac | +| | | | | tivities. Examp | +| | | | | le: Browsing | +| | | | | the Internet | +| | | | | while a voice | +| | | | | call is on | +| | | | | hold. See | +| | | | | device support | +| | | | | for specifics.E | +| | | | | xception: If | +| | | | | Wi-Fi is turned | +| | | | | on and | +| | | | | connected to | +| | | | | the Internet, | +| | | | | the device uses | +| | | | | that connection | +| | | | | for data. There | +| | | | | is no | +| | | | | limitation to | +| | | | | which CTN to | +| | | | | use. Ready to | +| | | | | receive or send | +| | | | | an SMS/MMS on | +| | | | | either CTN. If | +| | | | | using voice on | +| | | | | one CTN any | +| | | | | SMS/MMS sent to | +| | | | | the other CTN | +| | | | | may not be | +| | | | | delivered until | +| | | | | the voice call | +| | | | | ends. The | +| | | | | customer | +| | | | | decides which | +| | | | | CTN to use for | +| | | | | outbound calls. | +| | | | | Ready for | +| | | | | inbound calls | +| | | | | on either CTN. | +| | | | | The customer | +| | | | | may not be able | +| | | | | to put calls on | +| | | | | hold and make a | +| | | | | call from the | +| | | | | other CTN. How | +| | | | | do I get it? | +| | | | | Ordering | +| | | | | Experience | +| | | | | DSDS devices, | +| | | | | which use both | +| | | | | a physical SIM | +| | | | | and eSIM, have | +| | | | | a unique | +| | | | | ordering | +| | | | | experience. | +| | | | | Select Ordering | +| | | | | Scenarios below | +| | | | | for more | +| | | | | information. | +| | | | | For ordering | +| | | | | instructions, | +| | | | | refer to the | +| | | | | OPUS Hub for | +| | | | | your channel. | +| | | | | AT&T Call | +| | | | | Center - | +| | | | | Customers | +| | | | | Seeking Dual | +| | | | | SIM Activation | +| | | | | Sell the Apple | +| | | | | device with a | +| | | | | primary CTN, | +| | | | | ship the phone, | +| | | | | and have the | +| | | | | customer | +| | | | | activate that | +| | | | | initial CTN. | +| | | | | Customer | +| | | | | activates the | +| | | | | first CTN by | +| | | | | calling into | +| | | | | the IVR. | +| | | | | Customer then | +| | | | | contacts the | +| | | | | seller to | +| | | | | complete the | +| | | | | eSIM activation | +| | | | | of the second | +| | | | | CTN. The | +| | | | | seller Issues a | +| | | | | BYOD order. | +| | | | | Customer | +| | | | | selects | +| | | | | Settings > | +| | | | | General > About | +| | | | | on the device. | +| | | | | The customer | +| | | | | will see two | +| | | | | IMEI numbers | +| | | | | listed. The | +| | | | | first is | +| | | | | assigned to the | +| | | | | first CTN that | +| | | | | is already | +| | | | | active. Provide | +| | | | | the digital | +| | | | | IMEI to the | +| | | | | seller, which | +| | | | | will be | +| | | | | assigned to the | +| | | | | second CTN. | +| | | | | The seller | +| | | | | enters the | +| | | | | digital IMEI | +| | | | | and chooses a | +| | | | | new rate plan | +| | | | | for that line.  | +| | | | | The seller | +| | | | | completes the | +| | | | | order. Dual | +| | | | | SIM / Dual | +| | | | | Standby Devices | +| | | | | iPhone 14/14 | +| | | | | Plus/14 Pro/14 | +| | | | | Pro Max, | +| | | | | 13/13Pro/13 Pro | +| | | | | Max, iPhone | +| | | | | 12/12mini/12 | +| | | | | Pro 12 Pro Max, | +| | | | | iPhone 11/11 | +| | | | | Pro/1 Pro Max, | +| | | | | iPhone SE/XS/XS | +| | | | | Max/XR DSDS | +| | | | | capability is | +| | | | | provided by a | +| | | | | combination of | +| | | | | physical SIM | +| | | | | and eSIM. | +| | | | | Exception: | +| | | | | iPhone 14 | +| | | | | models are eSIM | +| | | | | Only devices | +| | | | | and provide | +| | | | | DSDS capability | +| | | | | by using two | +| | | | | eSIMs. The | +| | | | | eSIM can be | +| | | | | installed | +| | | | | either by: | +| | | | | Downloading | +| | | | | from the | +| | | | | Internet | +| | | | | (required iOS13 | +| | | | | or greater). A | +| | | | | QR code on an | +| | | | | eSIM card. | +| | | | | DSDS | +| | | | | functionality | +| | | | | requires the | +| | | | | customer update | +| | | | | to the latest | +| | | | | iOS and install | +| | | | | an eSIM for the | +| | | | | additional new | +| | | | | line or | +| | | | | existing | +| | | | | service | +| | | | | FirstNet: The | +| | | | | customer can | +| | | | | purchase the | +| | | | | device, but | +| | | | | it's not | +| | | | | recommended | +| | | | | they activate | +| | | | | the non- | +| | | | | FirstNet SIM. | +| | | | | See FAQ > Can a | +| | | | | FirstNet | +| | | | | customer use a | +| | | | | Dual SIM | +| | | | | device? for | +| | | | | more | +| | | | | information. | +| | | | | Device unlock | +| | | | | is at the | +| | | | | device level, | +| | | | | not the | +| | | | | individual IMEI | +| | | | | level. The | +| | | | | device is sold | +| | | | | locked as | +| | | | | normal. Only | +| | | | | one number can | +| | | | | pair with | +| | | | | another device, | +| | | | | such as an | +| | | | | Apple Watch. | +| | | | | For more | +| | | | | information see | +| | | | | Using Dual SIM | +| | | | | with an eSIM. | +| | | | | Google Pixel 7, | +| | | | | Pixel 7 Pro, | +| | | | | Pixel 6, Pixel | +| | | | | 6 Pro, Pixel 5, | +| | | | | Pixel 4a ( | +| | | | | Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | ++----+--------------+----------------+----------------+-------------------+ +| 65 | [] | If the | Calls that | Content: Jump | +| | | customer | start on the | to: Customer | +| | | starts a | AT&T | Support | Order | +| | | call away | Wireless | Installation | +| | | from the | Network will | Only | BRE | +| | | AT&T Cell | handoff to | Exchange | | +| | | Booster | the AT&T | Returns | | +| | | device and | Cell Booster | Change/Cancel | +| | | then comes | or Cell | Installation | +| | | within | Booster Pro | Appointment¶ ¶ | +| | | range, does | when the | Use this | +| | | the call | customer | article to | +| | | move to the | comes within | assist | +| | | AT&T Cell | range. The | customers | +| | | Booster | customer's | calling about | +| | | device? How | device will | the AT&T Cell | +| | | about | not connect | Booster and | +| | | billing? | to the Cell | Cell Booster | +| | | | Booster | Pro. For a list | +| | | | until the | of AT&T AT&T | +| | | | call has | Cell Booster | +| | | | ended. Calls | and Cell | +| | | | that start | Booster Pro | +| | | | on the Cell | features and | +| | | | Booster will | plans, see AT&T | +| | | | handoff to | Cell Booster & | +| | | | the AT&T | Cell Booster | +| | | | Wireless | Pro – BCSS.¶ ¶ | +| | | | Network. | Along with | +| | | | Billing for | Enhanced Care, | +| | | | usage on the | the BMTS | +| | | | AT&T Cell | representative | +| | | | Booster and | should be also | +| | | | Cell Booster | familiar with | +| | | | Pro is | the processes | +| | | | according to | listed below to | +| | | | the | assist AT&T | +| | | | customer's | Cell Booster | +| | | | rate plan | and Cell | +| | | | and/or | Booster Pro | +| | | | feature, | customers. | +| | | | just like if | Ordering OPUS | +| | | | the customer | Flow: OPUS is | +| | | | was on the | using the | +| | | | AT&T | standard | +| | | | Wireless | Accessory flow | +| | | | Network. | to order Cell | +| | | | (Source: Spe | Booster & Cell | +| | | | cifications | Booster Pro. | +| | | | section) | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: to | +| | | | | the new | +| | | | | location.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | the customer | +| | | | | contacts their | +| | | | | AT&T account | +| | | | | manager to add | +| | | | | the device to | +| | | | | the existing | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (pseudo CTN) at | +| | | | | that address | +| | | | | location, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Has | +| | | | | billing | +| | | | | issues/concerns | +| | | | | Assist the | +| | | | | customer with | +| | | | | billing issues. | +| | | | | For more | +| | | | | information on | +| | | | | device price, | +| | | | | features, and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS. | +| | | | | Wants to | +| | | | | complete a | +| | | | | Warranty | +| | | | | Exchange ¶ | +| | | | | Bridge the | +| | | | | customer to | +| | | | | BMTS using the | +| | | | | Directory Tool. | +| | | | | After the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | process: if | +| | | | | there's a | +| | | | | Professional | +| | | | | Installation | +| | | | | needed - please | +| | | | | follow below | +| | | | | steps. Note: | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro. ¶ | +| | | | | ¶ The | +| | | | | installation | +| | | | | option will | +| | | | | automatically | +| | | | | pop up in the | +| | | | | buy OPUS flow. | +| | | | | Users also have | +| | | | | the option to | +| | | | | place an | +| | | | | install only | +| | | | | order, | +| | | | | Professional | +| | | | | Installation is | +| | | | | offered with a | +| | | | | onetime charge | +| | | | | fee. When the | +| | | | | installation | +| | | | | option is | +| | | | | selected, the | +| | | | | user will be | +| | | | | presented | +| | | | | installation | +| | | | | scheduling | +| | | | | screens to | +| | | | | include:¶ | +| | | | | Customer | +| | | | | requested due | +| | | | | date (minimum | +| | | | | 10 business | +| | | | | days from order | +| | | | | date)Customer | +| | | | | contact name, | +| | | | | number, and | +| | | | | email address | +| | | | | Customer | +| | | | | location for | +| | | | | installation¶ | +| | | | | ¶ Advises you | +| | | | | they had the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | installed by | +| | | | | AT&T, but it is | +| | | | | not working and | +| | | | | requests for a | +| | | | | technician to | +| | | | | return to | +| | | | | location Wants | +| | | | | to set-up a | +| | | | | Premier account | +| | | | | ¶ Refer to the | +| | | | | Premier Login | +| | | | | Assistance - | +| | | | | BCSS. Reminder: | +| | | | | Small Business | +| | | | | customers use | +| | | | | MyATT.COM.¶ ¶ | +| | | | | Select | +| | | | | Determining if | +| | | | | a Premier Site | +| | | | | Exist to | +| | | | | determine if | +| | | | | the customer | +| | | | | has an existing | +| | | | | Premier Site.¶ | +| | | | | ¶ If yes, | +| | | | | assist the | +| | | | | customer with | +| | | | | resetting | +| | | | | existing logins | +| | | | | and/or | +| | | | | passwords for | +| | | | | Premier Online | +| | | | | Care.If no, | +| | | | | assist the | +| | | | | customer with a | +| | | | | New Premier | +| | | | | Site Build | +| | | | | Request.¶ Has | +| | | | | self-installed | +| | | | | device status | +| | | | | questions ¶ | +| | | | | Log into TORCH, | +| | | | | via Link | +| | | | | Center.Enter | +| | | | | the Serial | +| | | | | Number/EID or | +| | | | | query by the | +| | | | | customer's | +| | | | | mobile number | +| | | | | input during | +| | | | | Cell Booster re | +| | | | | gistration.Sele | +| | | | | ct Device | +| | | | | Status.¶ If | +| | | | | Customer Owned | +| | | | | is Set to Then | +| | | | | Yes Transfer | +| | | | | the customer to | +| | | | | BMTS using the | +| | | | | Directory Tool. | +| | | | | Has an AT&T | +| | | | | Owned Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro and | +| | | | | needs technical | +| | | | | assistance No | +| | | | | Transfer the | +| | | | | customer to BM | +| | | | | IoT using the | +| | | | | Directory Tool | +| | | | | and enter PIN | +| | | | | 08674. Is on a | +| | | | | FirstNet | +| | | | | certified | +| | | | | device using a | +| | | | | FN SIM and they | +| | | | | are attempting | +| | | | | to connect to | +| | | | | Cell Booster | +| | | | | Pro ¶ Heads | +| | | | | up: Cell | +| | | | | Booster Pro | +| | | | | supports Band | +| | | | | 14 therefore | +| | | | | customers with | +| | | | | FirstNet SIMs | +| | | | | or AT&T Orange | +| | | | | SIMs are | +| | | | | supported. | +| | | | | Verify the | +| | | | | customer is | +| | | | | using one of | +| | | | | the following | +| | | | | certified | +| | | | | devices:¶ ¶ | +| | | | | Corning | +| | | | | SpiderCloudfALU | +| | | | | MS-MCI 9962 | +| | | | | (AT&T MetroCell | +| | | | | )Ericsson mRBS | +| | | | | 6501Nokia | +| | | | | Flexizone SBO | +| | | | | (Single Band | +| | | | | Operation)Nokia | +| | | | | Flexizone MBO | +| | | | | (Multi Band | +| | | | | Operation)¶ | +| | | | | Back to Top¶ | +| | | | | Order | +| | | | | Professional | +| | | | | Install Only ¶ | +| | | | | ¶ ¶ | +| | | | | Standard hours | +| | | | | for an | +| | | | | installation is | +| | | | | Monday - | +| | | | | Friday, between | +| | | | | 8 a.m. - 5 | +| | | | | p.m., in the | +| | | | | customer's time | +| | | | | zone. Unless | +| | | | | otherwise | +| | | | | agreed to in | +| | | | | advance by both | +| | | | | parties, all | +| | | | | work will be | +| | | | | performed | +| | | | | during normal | +| | | | | business (9am – | +| | | | | 5 pm Monday | +| | | | | through Friday, | +| | | | | excluding | +| | | | | holidays). | +| | | | | OPUS does not | +| | | | | block off calen | +| | | | | dar/company | +| | | | | holidays:¶ Do | +| | | | | not schedule an | +| | | | | install | +| | | | | appointment for | +| | | | | a date that | +| | | | | falls on a cale | +| | | | | ndar/company | +| | | | | holiday.¶ | +| | | | | Enter special | +| | | | | instructions in | +| | | | | the Message for | +| | | | | Technician | +| | | | | field (using 75 | +| | | | | characters or | +| | | | | less):¶ Enter | +| | | | | information | +| | | | | about the | +| | | | | person who will | +| | | | | be on-site for | +| | | | | the | +| | | | | installation | +| | | | | into the | +| | | | | Contact | +| | | | | Information | +| | | | | section.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | phone number in | +| | | | | the Seller | +| | | | | Information | +| | | | | table. Once | +| | | | | the order is | +| | | | | submitted, the | +| | | | | information | +| | | | | entered on the | +| | | | | Installation | +| | | | | Information | +| | | | | page cannot be | +| | | | | updated:¶ If | +| | | | | an error was | +| | | | | made, cancel, | +| | | | | and reorder the | +| | | | | installation | +| | | | | appointment.¶ | +| | | | | BMTS should | +| | | | | follow PIWIL | +| | | | | (play it where | +| | | | | it lands) and | +| | | | | should be | +| | | | | familiar with | +| | | | | Ordering | +| | | | | Professional | +| | | | | Installation | +| | | | | process. For | +| | | | | any issues | +| | | | | BMTS, may | +| | | | | engage BMC or | +| | | | | Enhanced Care | +| | | | | to order an | +| | | | | installation | +| | | | | only for a | +| | | | | warranty | +| | | | | exchange | +| | | | | replacement | +| | | | | device. Note: | +| | | | | If customers | +| | | | | order in | +| | | | | Premier or | +| | | | | myATT.com, they | +| | | | | can request an | +| | | | | Install only | +| | | | | order when | +| | | | | calling into | +| | | | | Business Care | +| | | | | or Business | +| | | | | Sales or via | +| | | | | their account | +| | | | | rep. The | +| | | | | customer should | +| | | | | confirm that a | +| | | | | device has been | +| | | | | ordered and | +| | | | | BMTS / BMC / | +| | | | | Enhanced Care | +| | | | | should ask the | +| | | | | customer to | +| | | | | provide their | +| | | | | order number. | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for CRU’s | +| | | | | purchasing. The | +| | | | | installation | +| | | | | option will | +| | | | | automatically | +| | | | | pop up in the | +| | | | | OPUS buy flow | +| | | | | and users have | +| | | | | the option to | +| | | | | also place an | +| | | | | install only | +| | | | | order. The | +| | | | | Professional | +| | | | | Installation I | +| | | | | offered at a | +| | | | | onetime charge | +| | | | | fee Source: | ++----+--------------+----------------+----------------+-------------------+ +| 66 | [] | If the | Calls that | Content: .att.c | +| | | customer | start on the | om/business/ind | +| | | starts a | AT&T | ex.jsp if the | +| | | call on the | Wireless | caller has | +| | | AT&T Cell | Network will | access to | +| | | Booster | handoff to | Premier. ¶ ¶ | +| | | device and | the Cell | ¶ ¶ ¶ 8 ¶ | +| | | leaves their | Booster, but | ¶ Set Customer | +| | | home, does | the | Expectations: ¶ | +| | | the call | customer's | ¶ ¶ Email | +| | | continue uni | device will | Passwords ¶ ¶ | +| | | nterrupted? | not connect | If suspending a | +| | | How about | to the Cell | smartphone/data | +| | | billing? | Booster | device, | +| | | | until the | recommend they | +| | | | call has | change email | +| | | | ended. Calls | passwords | +| | | | that start | associated with | +| | | | on the Cell | the accounts on | +| | | | Booster do | the device. ¶ | +| | | | handoff to | ¶ Minutes ¶ ¶ | +| | | | the AT&T | Customers with | +| | | | Wireless | a capped voice | +| | | | Network. As | plan (for | +| | | | for billing, | example, 450 | +| | | | usage on the | min plan with | +| | | | AT&T Cell | 3000 | +| | | | Booster and | nights/weekend) | +| | | | Cell Booster | will not be | +| | | | Pro is | pro-rated when | +| | | | billed | suspended for | +| | | | according to | lost/stolen. | +| | | | the | Their full | +| | | | customer's | bucket of | +| | | | rate plan | minutes will | +| | | | and/or | remain | +| | | | feature just | available for | +| | | | like if the | the entire | +| | | | customer was | billing cycle. | +| | | | on AT&T | ¶ ¶ Mobile | +| | | | Wireless | Purchases ¶ ¶ | +| | | | Network. The | All AT&T Mobile | +| | | | customer | Purchases and | +| | | | will not see | any associated | +| | | | any | AT&T Mobile | +| | | | different | Purchase MRCs | +| | | | billing | continue if | +| | | | usage when | purchased | +| | | | placing | before | +| | | | calls/data | suspension. | +| | | | sessions on | For more | +| | | | Cell Booster | information, | +| | | | or Cell | see Mobile | +| | | | Booster Pro. | Purchase | +| | | | Call detail | Refunds - BCSS. | +| | | | is available | ¶ ¶ Monthly | +| | | | for calls | Recurring | +| | | | placed while | Charge (MRC) ¶ | +| | | | on the AT&T | ¶ All Voice | +| | | | Cell Booster | and Data MCRs | +| | | | or Cell | continue as | +| | | | Booster Pro. | normal. Advise | +| | | | (Source: | the customer we | +| | | | AT&T Cell | can make | +| | | | Booster & | modifications | +| | | | Cell Booster | to their rate | +| | | | Pro – BCSS) | plan and | +| | | | | features after | +| | | | | the account is | +| | | | | reinstated with | +| | | | | new equipment | +| | | | | or the current | +| | | | | equipment is | +| | | | | found. ¶ ¶ | +| | | | | Rollover | +| | | | | (Impacts to) ¶ | +| | | | | ¶ Rollover | +| | | | | Minutes | +| | | | | continue to | +| | | | | accumulate. | +| | | | | Rollover Data | +| | | | | for Mobile | +| | | | | Share Value | +| | | | | plans: ¶ Lost | +| | | | | if a group is | +| | | | | cancelled by | +| | | | | either removing | +| | | | | all members of | +| | | | | the group, | +| | | | | cancelling the | +| | | | | BAN, or | +| | | | | completing a | +| | | | | BAN to BAN move | +| | | | | or ToBR. | +| | | | | Maintained when | +| | | | | a suspended or | +| | | | | cancelled | +| | | | | account is | +| | | | | restored, as | +| | | | | long as the CTN | +| | | | | being restored | +| | | | | is not the last | +| | | | | member of the | +| | | | | group. ¶ ¶ ¶ | +| | | | | Suspension Time | +| | | | | frame ¶ ¶ The | +| | | | | service can | +| | | | | remain | +| | | | | suspended | +| | | | | indefinitely, | +| | | | | as long as | +| | | | | there are no | +| | | | | payment-related | +| | | | | issues. ¶ ¶ | +| | | | | Unbilled Usage | +| | | | | ¶ ¶ If the | +| | | | | customer asked | +| | | | | about unbilled | +| | | | | usage, see | +| | | | | Usage and Call | +| | | | | Detail - BCSS. | +| | | | | ¶ ¶ ¶ ¶ ¶ | +| | | | | 9. ¶ ¶ Does | +| | | | | the Customer | +| | | | | have Mobile | +| | | | | Insurance or | +| | | | | AT&T Protect | +| | | | | Advantage? ¶ ¶ | +| | | | | Ask the | +| | | | | customer if | +| | | | | other services | +| | | | | are active on | +| | | | | the device, and | +| | | | | if they could | +| | | | | be enrolled. | +| | | | | Always | +| | | | | authenticate | +| | | | | account | +| | | | | individually | +| | | | | before | +| | | | | accessing ¶ ¶ | +| | | | | ¶ If ¶ ¶ | +| | | | | Then ¶ ¶ Yes | +| | | | | ¶ ¶ If | +| | | | | customer wants | +| | | | | to file a | +| | | | | Mobile | +| | | | | Insurance | +| | | | | claim: ¶ ¶ | +| | | | | Refer to the | +| | | | | AT&T Protect | +| | | | | Advantage - | +| | | | | BCSS. The | +| | | | | customer may | +| | | | | also qualify | +| | | | | for an | +| | | | | equipment | +| | | | | upgrade, | +| | | | | depending on | +| | | | | eligibility. ¶ | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Upgrades | +| | | | | Ordering - | +| | | | | BCSS. ¶ ¶ ¶ | +| | | | | If the customer | +| | | | | does not want | +| | | | | to file a | +| | | | | Mobile | +| | | | | Insurance claim | +| | | | | at this time: ¶ | +| | | | | ¶ Advise the | +| | | | | customer to | +| | | | | file a claim | +| | | | | within 60 days | +| | | | | to file the | +| | | | | replacement | +| | | | | request. The | +| | | | | customer may | +| | | | | also qualify | +| | | | | for an | +| | | | | equipment | +| | | | | upgrade, | +| | | | | depending on | +| | | | | eligibility. ¶ | +| | | | | ¶ If the | +| | | | | customer is not | +| | | | | authorized to | +| | | | | process Mobile | +| | | | | Protect claim, | +| | | | | per FaST: ¶ ¶ | +| | | | | The customer | +| | | | | can shop and | +| | | | | order equipment | +| | | | | through the | +| | | | | following | +| | | | | methods: ¶ ¶ | +| | | | | ¶ BUS SIG/SB ¶ | +| | | | | ¶ Refer the | +| | | | | customer to | +| | | | | their myAT&T | +| | | | | account at | +| | | | | att.com/myatt. | +| | | | | Call back into | +| | | | | Customer | +| | | | | Service. ¶ ¶ | +| | | | | CRU ¶ ¶ Refer | +| | | | | the customer to | +| | | | | their Premier | +| | | | | account at www. | +| | | | | wireless.att.co | +| | | | | m/business/inde | +| | | | | x.jsp. Call | +| | | | | back into | +| | | | | Customer | +| | | | | Service. ¶ ¶ | +| | | | | ¶ ¶ ¶ No ¶ | +| | | | | ¶ If the | +| | | | | customer wants | +| | | | | to discuss | +| | | | | equipment | +| | | | | ordering | +| | | | | options: ¶ ¶ | +| | | | | Eligibility can | +| | | | | be checked | +| | | | | while the | +| | | | | account is | +| | | | | suspended for | +| | | | | Lost and | +| | | | | Stolen, if the | +| | | | | code used to | +| | | | | suspend was | +| | | | | LOST. For | +| | | | | replacement | +| | | | | options and | +| | | | | expectations, | +| | | | | refer to | +| | | | | Equipment | +| | | | | Upgrades | +| | | | | Ordering - | +| | | | | BCSS. ¶ ¶ If | +| | | | | the customer | +| | | | | doesn’t wish to | +| | | | | discuss | +| | | | | equipment | +| | | | | ordering | +| | | | | options: ¶ ¶ | +| | | | | The customer | +| | | | | can shop and | +| | | | | order equipment | +| | | | | through the | +| | | | | following | +| | | | | methods: ¶ ¶ | +| | | | | ¶ BUS SIG/SB ¶ | +| | | | | ¶ ¶ Refer the | +| | | | | customer to | +| | | | | their myAT&T | +| | | | | account at | +| | | | | att.com/myatt. | +| | | | | ¶ ¶ Call back | +| | | | | into Customer | +| | | | | Service. ¶ ¶ | +| | | | | ¶ CRU ¶ ¶ ¶ | +| | | | | Refer the | +| | | | | customer to | +| | | | | their Premier | +| | | | | account at www. | +| | | | | wireless.att.co | +| | | | | m/business/inde | +| | | | | x.jsp. ¶ ¶ | +| | | | | Call back into | +| | | | | Customer | +| | | | | Service. ¶ ¶ | +| | | | | ¶ ¶ Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: to | +| | | | | the new | +| | | | | location.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | the customer | +| | | | | contacts their | +| | | | | AT&T account | +| | | | | manager to add | +| | | | | the device to | +| | | | | the existing | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (pseudo CTN) at | +| | | | | that address | +| | | | | location, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Has | +| | | | | billing | +| | | | | issues/concerns | +| | | | | Assist the | +| | | | | customer with | +| | | | | billing issues. | +| | | | | For more | +| | | | | information on | +| | | | | device price, | +| | | | | features, and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS. | +| | | | | Wants to | +| | | | | complete a | +| | | | | Warranty | +| | | | | Exchange ¶ | +| | | | | Bridge the | +| | | | | customer to | +| | | | | BMTS using the | +| | | | | Directory Tool. | +| | | | | After the | +| | | | | Warranty | +| | | | | Exchange | +| | | | | process: if | +| | | | | there's a | +| | | | | Professional | +| | | | | Installation | +| | | | | needed - please | +| | | | | follow below | +| | | | | steps. Note: | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro. ¶ | +| | | | | ¶ The | +| | | | | installation | +| | | | | option will | +| | | | | automatically | +| | | | | pop up in the | +| | | | | buy OPUS flow. | +| | | | | Users also have | +| | | | | the option to | +| | | | | place an | +| | | | | install only | +| | | | | order, | +| | | | | Professional | +| | | | | Installation is | +| | | | | offered with a | +| | | | | onetime charge | +| | | | | fee. When the | +| | | | | installation | +| | | | | option is | +| | | | | selected, the | +| | | | | user will be | +| | | | | presented | +| | | | | installation | +| | | | | scheduling | +| | | | | screens to | +| | | | | include:¶ | +| | | | | Customer | +| | | | | requested due | +| | | | | date (minimum | +| | | | | 10 business | +| | | | | days from order | +| | | | | date)Customer | +| | | | | contact name, | +| | | | | number, and | +| | | | | email address | +| | | | | Customer | +| | | | | location for | +| | | | | installation¶ | +| | | | | ¶ Advises you | +| | | | | they had the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | installed by | +| | | | | AT&T, but it is | +| | | | | not working and | +| | | | | requests for a | +| | | | | technician to | +| | | | | return to | +| | | | | location Wants | +| | | | | to set-up a | +| | | | | Premier account | +| | | | | ¶ Refer to the | +| | | | | Premier Login | +| | | | | Assistance - | +| | | | | BCSS. Reminder: | +| | | | | Small Business | +| | | | | customers use | +| | | | | MyATT.COM.¶ ¶ | +| | | | | Select | +| | | | | Determining if | +| | | | | a Premier Site | +| | | | | Exist to | +| | | | | determine if | +| | | | | the customer | +| | | | | has an existing | +| | | | | Premier Site.¶ | +| | | | | ¶ If yes, | +| | | | | assist the | +| | | | | customer with | +| | | | | resetting | +| | | | | existing logins | +| | | | | and/or | +| | | | | passwords for | +| | | | | Premier Online | +| | | | | Care.If no, | +| | | | | assist the | +| | | | | customer with a | +| | | | | New Premier | +| | | | | Site Build | +| | | | | Request.¶ Has | +| | | | | self-installed | +| | | | | device status | +| | | | | questions ¶ | +| | | | | Log into TORCH, | +| | | | | via Link | +| | | | | Center.Enter | +| | | | | the Serial | +| | | | | Number/EID or | +| | | | | query by the | +| | | | | customer's | +| | | | | mobile number | +| | | | | input during | +| | | | | Cell Booster re | +| | | | | gistration.Sele | +| | | | | ct Device | +| | | | | Status.¶ If | +| | | | | Customer Owned | +| | | | | is Set to Then | +| | | | | Yes Transfer | +| | | | | the customer to | +| | | | | BMTS using the | +| | | | | Directory Tool. | +| | | | | Has an AT&T | +| | | | | Owned Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro and | +| | | | | needs technical | +| | | | | assistance No | +| | | | | Transfer the | +| | | | | customer to BM | +| | | | | IoT using the | +| | | | | Directory Tool | +| | | | | and enter PIN | +| | | | | 08674. Is on a | +| | | | | FirstNet | +| | | | | certified | +| | | | | device using a | +| | | | | FN SIM and they | +| | | | | are attempting | +| | | | | to connect to | +| | | | | Cell Booster | +| | | | | Pro ¶ Heads | +| | | | | up: Cell | +| | | | | Booster Pro | +| | | | | supports Band | +| | | | | 14 therefore | +| | | | | customers with | +| | | | | FirstNet SIMs | +| | | | | or AT&T Orange | +| | | | | SIMs are | +| | | | | supported. | +| | | | | Verify the | +| | | | | customer is | +| | | | | using one of | +| | | | | the following | +| | | | | certified | +| | | | | devices:¶ ¶ | +| | | | | Corning | +| | | | | SpiderCloudfALU | +| | | | | MS-MCI 9962 | +| | | | | (AT&T MetroCell | +| | | | | )Ericsson mRBS | +| | | | | 6501Nokia | +| | | | | Flexizone SBO | +| | | | | (Single Band | +| | | | | Operation)Nokia | +| | | | | Flexizone MBO | +| | | | | (Multi Band | +| | | | | Operation)¶ | +| | | | | Back to Top¶ | +| | | | | Order | +| | | | | Professional | +| | | | | Install Only ¶ | +| | | | | ¶ ¶ | +| | | | | Standard hours | +| | | | | for an | +| | | | | installation is | +| | | | | Monday - | +| | | | | Friday, between | +| | | | | 8 a.m. - 5 | +| | | | | p.m., in the | +| | | | | customer's time | +| | | | | zone. Unless | +| | | | | otherwise | +| | | | | agreed to in | +| | | | | advance by both | +| | | | | parties, all | +| | | | | work will be | +| | | | | performed | +| | | | | during normal | +| | | | | business (9am – | +| | | | | 5 pm Monday | +| | | | | through Friday, | +| | | | | excluding | +| | | | | holidays). | +| | | | | OPUS does not | +| | | | | block off calen | +| | | | | dar/company | +| | | | | holidays:¶ Do | +| | | | | not schedule an | +| | | | | install | +| | | | | appointment for | +| | | | | a date that | +| | | | | falls on a cale | +| | | | | ndar/company | +| | | | | holiday.¶ | +| | | | | Enter special | +| | | | | instructions in | +| | | | | the Message for | +| | | | | Technician | +| | | | | field (using 75 | +| | | | | characters or | +| | | | | less):¶ Enter | +| | | | | information | +| | | | | about the | +| | | | | person who will | +| | | | | be on-site for | +| | | | | the | +| | | | | installation | +| | | | | into the | +| | | | | Contact | +| | | | | Information | +| | | | | section.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | phone number in | +| | | | | the Seller | +| | | | | Information | +| | | | | table. Once | +| | | | | the order is | +| | | | | submitted, the | +| | | | | information | +| | | | | entered on the | +| | | | | Installation | +| | | | | Information | +| | | | | page cannot be | +| | | | | updated:¶ If | +| | | | | an error was | +| | | | | made, cancel, | +| | | | | and reorder the | +| | | | | installation | +| | | | | appointment.¶ | +| | | | | BMTS should | +| | | | | follow PIWIL | +| | | | | (play it where | +| | | | | it lands) and | +| | | | | should be | +| | | | | familiar with | +| | | | | Ordering | +| | | | | Professional | +| | | | | Installation | +| | | | | process. For | +| | | | | any issues | +| | | | | BMTS, may | +| | | | | engage BMC or | +| | | | | Enhanced Care | +| | | | | to order an | +| | | | | installation | +| | | | | only for a | +| | | | | warranty | +| | | | | exchange | +| | | | | replacement | +| | | | | device. Note: | +| | | | | If customers | +| | | | | order in | +| | | | | Premier or | +| | | | | myATT.com, they | +| | | | | can request an | +| | | | | Install only | +| | | | | order when | +| | | | | calling into | +| | | | | Business Care | +| | | | | or Business | +| | | | | Sales or via | +| | | | | their account | +| | | | | rep. The | +| | | | | customer should | +| | | | | confirm that a | +| | | | | device has been | +| | | | | ordered and | +| | | | | BMTS / BMC / | +| | | | | Enhanced Care | +| | | | | should ask the | +| | | | | customer to | +| | | | | provide their | +| | | | | order number. | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for CRU’s | +| | | | | purchasing. The | +| | | | | installation | +| | | | | option will | +| | | | | automatically | +| | | | | pop up in the | +| | | | | OPUS buy flow | +| | | | | and users have | +| | | | | the option to | +| | | | | also place an | +| | | | | install only | +| | | | | order. The | +| | | | | Professional | +| | | | | Installation I | +| | | | | offered at a | +| | | | | onetime charge | +| | | | | fee Source: | ++----+--------------+----------------+----------------+-------------------+ +| 67 | [] | Should I | It depends | Content: | +| | | make changes | on the | Reminders! | +| | | to the | specific | Date of Birth | +| | | customers | type of | and Drivers | +| | | profile | change you | License updates | +| | | online? | need to | must be | +| | | | make. For | processed in a | +| | | | example, | Retail | +| | | | changes to | location. | +| | | | the billing | Special | +| | | | address or | characters: | +| | | | contact | Valid | +| | | | numbers can | characters are | +| | | | be made | numerals (1-9), | +| | | | online | alphabetical | +| | | | through the | letters (a-z), | +| | | | appropriate | apostrophes | +| | | | channels, | ('), | +| | | | but changes | underscores | +| | | | to the Tax | (_), and | +| | | | ID field may | spaces. Avoid | +| | | | require | the pipe | +| | | | contacting | character (|), | +| | | | SSO. It's | comma (,), | +| | | | important to | semicolon (;), | +| | | | follow the | colon (:), and | +| | | | guidelines | hyphen (-). | +| | | | and | Links not | +| | | | procedures | available? Some | +| | | | provided in | articles are | +| | | | the context | restricted to | +| | | | to ensure | specific | +| | | | accuracy and | profiles. | +| | | | compliance. | Contact Number | +| | | | (Source: | Change | Email | +| | | | context) | Address Change | +| | | | | | Name Change | | +| | | | | Password / | +| | | | | Passcode Change | +| | | | | | Social | +| | | | | Security Number | +| | | | | / Tax ID Change | +| | | | | Address Change | +| | | | | What I Need to | +| | | | | Know Account | +| | | | | must be at | +| | | | | least 31 days | +| | | | | old and the | +| | | | | first bill | +| | | | | paid. | +| | | | | Exception: | +| | | | | Typos or a | +| | | | | verified AT&T | +| | | | | employee error. | +| | | | | Changes on | +| | | | | accounts less | +| | | | | than 31 days | +| | | | | old must be | +| | | | | requested by a | +| | | | | FAN Contact. | +| | | | | PCN must be | +| | | | | sent to the | +| | | | | requestor. | +| | | | | End-users can | +| | | | | change a | +| | | | | billing address | +| | | | | if authorized | +| | | | | FaST. | +| | | | | Government | +| | | | | accounts bill | +| | | | | directly to the | +| | | | | government | +| | | | | agency. | +| | | | | Never change to | +| | | | | an end-user's | +| | | | | home address. | +| | | | | FAN-level | +| | | | | address can | +| | | | | only be changed | +| | | | | by DD/DM/TCMs | +| | | | | and the Account | +| | | | | Team. | +| | | | | Exception | +| | | | | verbiage in | +| | | | | FaST | +| | | | | authorizing | +| | | | | additional | +| | | | | individuals | +| | | | | must be | +| | | | | specific to | +| | | | | Profile address | +| | | | | changes, not | +| | | | | just address | +| | | | | changes in | +| | | | | general. | +| | | | | Business | +| | | | | Combined Bill: | +| | | | | Transfer Small | +| | | | | Business to | +| | | | | wired. | +| | | | | Transfer ACDA | +| | | | | per your | +| | | | | departments | +| | | | | call transfer | +| | | | | matrix. | +| | | | | PPU address | +| | | | | determines how | +| | | | | taxes are | +| | | | | calculated for | +| | | | | the subscriber. | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know Change | +| | | | | is effective | +| | | | | immediately. | +| | | | | AT&T sends a | +| | | | | CPNI | +| | | | | notification | +| | | | | when the | +| | | | | billing address | +| | | | | is changed: | +| | | | | Sent via email, | +| | | | | SMS, or USPS | +| | | | | letter and may | +| | | | | take up to 48 | +| | | | | hours to be | +| | | | | sent. | +| | | | | Automatic | +| | | | | updates can | +| | | | | occur without | +| | | | | them requesting | +| | | | | it: USPS | +| | | | | provides | +| | | | | changes via an | +| | | | | Address Change | +| | | | | Service Feed or | +| | | | | the USPS | +| | | | | report. See | +| | | | | Address Change | +| | | | | - USPS | +| | | | | Compliance. | +| | | | | Procedures | +| | | | | Billing Address | +| | | | | Send a one-time | +| | | | | PIN per One- | +| | | | | Time PIN - | +| | | | | BCSS. If | +| | | | | unable to | +| | | | | validate, the | +| | | | | change cannot | +| | | | | be processed. | +| | | | | Change the | +| | | | | address in | +| | | | | OPUS. See View | +| | | | | / Pay Bill / | +| | | | | AutoPay / | +| | | | | Payment | +| | | | | Arrangement - | +| | | | | OPUS - | +| | | | | Business. FAN- | +| | | | | level Address | +| | | | | Send a one-time | +| | | | | PIN per One- | +| | | | | Time PIN - | +| | | | | BCSS. If | +| | | | | unable to | +| | | | | validate, the | +| | | | | change cannot | +| | | | | be processed. | +| | | | | Follow FAN | +| | | | | Profile Updates | +| | | | | - FaST - BCSS. | +| | | | | PPU Address | +| | | | | See View / Pay | +| | | | | Bill / AutoPay | +| | | | | / Payment | +| | | | | Arrangement - | +| | | | | OPUS - | +| | | | | Business. Back | +| | | | | to Top Contact | +| | | | | Number Change | +| | | | | What I Need to | +| | | | | Know End-users | +| | | | | can update | +| | | | | their contact | +| | | | | numbers when | +| | | | | User Info | +| | | | | Change is | +| | | | | listed in FaST, | +| | | | | or allowed in | +| | | | | the Caller | +| | | | | Access Levels - | +| | | | | CRU Mobility. | +| | | | | If a contact | +| | | | | number is being | +| | | | | deleted | +| | | | | completely, | +| | | | | leave the field | +| | | | | blank or enter | +| | | | | all 1s, 9s, or | +| | | | | 0s. No other | +| | | | | numbers or | +| | | | | combinations of | +| | | | | numbers may be | +| | | | | used. Do not | +| | | | | proactively add | +| | | | | the customer's | +| | | | | wireless | +| | | | | numbers as | +| | | | | contact | +| | | | | numbers. | +| | | | | Exception: If | +| | | | | the customer | +| | | | | insists their | +| | | | | wireless number | +| | | | | is their only | +| | | | | contact number, | +| | | | | you may list it | +| | | | | as the business | +| | | | | contact number | +| | | | | on the account. | +| | | | | BME Collections | +| | | | | see Incoming | +| | | | | Call Handling - | +| | | | | BME | +| | | | | Collections. | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know Change | +| | | | | is effective | +| | | | | immediately. | +| | | | | Procedures FAN | +| | | | | Contact's | +| | | | | number listed | +| | | | | in FaST: FAN | +| | | | | Profile Updates | +| | | | | - FaST - BCSS. | +| | | | | Back to Top | +| | | | | Email Address | +| | | | | Change What I | +| | | | | Need to Know | +| | | | | Accounts must | +| | | | | be at least 31 | +| | | | | days old before | +| | | | | the BAN-level | +| | | | | email address | +| | | | | can be updated. | +| | | | | One-Time PIN | +| | | | | validation | +| | | | | required prior | +| | | | | to updating | +| | | | | BAN-/FAN-level | +| | | | | email address. | +| | | | | New email | +| | | | | address domain | +| | | | | must match the | +| | | | | domain listed | +| | | | | in FaST. FAN- | +| | | | | level email | +| | | | | address: Can | +| | | | | only be updated | +| | | | | by the | +| | | | | DD/DM/TCM. | +| | | | | AOPs may update | +| | | | | their own email | +| | | | | address. Do | +| | | | | not use a dummy | +| | | | | email address | +| | | | | (none@att.com). | +| | | | | Do not use an | +| | | | | email address | +| | | | | for an existing | +| | | | | contact | +| | | | | (AOP/TCM). | +| | | | | If the contact | +| | | | | does not have | +| | | | | an individual | +| | | | | email address | +| | | | | (uses a shared | +| | | | | mailbox, or the | +| | | | | DD’s email | +| | | | | address), set | +| | | | | expectations | +| | | | | that emails | +| | | | | containing the | +| | | | | FAN Contact PIN | +| | | | | will be sent to | +| | | | | the shared | +| | | | | mailbox/email | +| | | | | address. | +| | | | | BAN-level email | +| | | | | address Source: | +| | | | | Content: Rules | +| | | | | & Restrictions | +| | | | | Profile must be | +| | | | | active. Only | +| | | | | the DD, DM, or | +| | | | | TCM can request | +| | | | | changes to the | +| | | | | FAN. AOPs | +| | | | | can update | +| | | | | their own name, | +| | | | | contact | +| | | | | details, and Do | +| | | | | Not Solicit | +| | | | | indicator. | +| | | | | Only create a | +| | | | | Clarify update | +| | | | | for missing MRC | +| | | | | Modifiers that | +| | | | | appear on the | +| | | | | Agreement yet | +| | | | | are not listed | +| | | | | on the | +| | | | | Foundation | +| | | | | Account Number | +| | | | | (FAN). | +| | | | | Requests to add | +| | | | | a BAN | +| | | | | Administrator | +| | | | | must include a | +| | | | | list of BANs | +| | | | | the contact is | +| | | | | authorized on. | +| | | | | New email | +| | | | | address domain | +| | | | | must match the | +| | | | | domain listed | +| | | | | in | +| | | | | FaST.Example: | +| | | | | Domain in FaST | +| | | | | is boeing.net, | +| | | | | new email | +| | | | | address domain | +| | | | | cannot be | +| | | | | google.net | +| | | | | domain.  Do | +| | | | | not use a dummy | +| | | | | email address | +| | | | | (none@att.com). | +| | | | | Do not use an | +| | | | | email address | +| | | | | for an existing | +| | | | | contact | +| | | | | (TCM/AOP). | +| | | | | If the contact | +| | | | | does not have | +| | | | | an individual | +| | | | | email address | +| | | | | (uses a shared | +| | | | | mailbox, or the | +| | | | | DD’s email | +| | | | | address), set | +| | | | | expectations | +| | | | | that emails | +| | | | | containing the | +| | | | | FAN Contact PIN | +| | | | | will be sent to | +| | | | | the shared | +| | | | | mailbox/email | +| | | | | address. | +| | | | | Never update a | +| | | | | FAN listed as | +| | | | | Zodiac Holding | +| | | | | FAN. Review hot | +| | | | | notes, VID | +| | | | | exception | +| | | | | instructions, | +| | | | | FAN notes, and | +| | | | | End-User | +| | | | | Maintenance | +| | | | | Capabilities | +| | | | | for handling | +| | | | | rules. Never | +| | | | | call or | +| | | | | transfer a | +| | | | | customer to the | +| | | | | SSO voice | +| | | | | queue. Front | +| | | | | line agents | +| | | | | should submit | +| | | | | the following | +| | | | | FAN Profile | +| | | | | Changes via the | +| | | | | SSO Chatbot:  | +| | | | | Add New Contact | +| | | | | Remove Company | +| | | | | Contact | +| | | | | Replace D2D | +| | | | | Update Existing | +| | | | | Contact Bill | +| | | | | to Air | +| | | | | Researching | +| | | | | Duplicate User | +| | | | | Defined Label | +| | | | | FAN Status | +| | | | | Update Bill | +| | | | | Cycle Change | +| | | | | SSO Chatbot is | +| | | | | the primary | +| | | | | contact method | +| | | | | for profile | +| | | | | updates. You | +| | | | | can access the | +| | | | | SSO Chatbot | +| | | | | through the | +| | | | | Link center in | +| | | | | Customer | +| | | | | Connect or via | +| | | | | this link. | +| | | | | If you do not | +| | | | | have access, | +| | | | | have your | +| | | | | manager request | +| | | | | access | +| | | | | according to | +| | | | | your department | +| | | | | system access | +| | | | | steps. | +| | | | | Procedures | +| | | | | Confirm the | +| | | | | caller is | +| | | | | listed as an | +| | | | | AOP, DD, DM, or | +| | | | | TCM in FaST. | +| | | | | If the caller | +| | | | | is listed, | +| | | | | continue to | +| | | | | step 4. If the | +| | | | | caller is not | +| | | | | listed but | +| | | | | claims to be a | +| | | | | company | +| | | | | contact, | +| | | | | continue to | +| | | | | step 2. Call | +| | | | | the DD, DM, | +| | | | | TCM, or service | +| | | | | manager for | +| | | | | approval to add | +| | | | | the caller to | +| | | | | the profile. | +| | | | | Note the | +| | | | | account with | +| | | | | the name of who | +| | | | | authorized/deni | +| | | | | ed the change. | +| | | | | Continue to | +| | | | | step 4. | +| | | | | Unable to reach | +| | | | | a company | +| | | | | contact: Refer | +| | | | | the caller to | +| | | | | their TCM/Sales | +| | | | | contact. No | +| | | | | active company | +| | | | | contacts listed | +| | | | | in the profile, | +| | | | | or the only | +| | | | | listed contact | +| | | | | no longer works | +| | | | | for the | +| | | | | company: | +| | | | | Continue to | +| | | | | step 3. If | +| | | | | Then | +| | | | | Caller is not | +| | | | | an end-user or | +| | | | | FAN contact | +| | | | | Refer the | +| | | | | caller to their | +| | | | | Sales contact. | +| | | | | Caller is a | +| | | | | verified end- | +| | | | | user | +| | | | | Exception | +| | | | | Process: End- | +| | | | | users may only | +| | | | | use this | +| | | | | process to add | +| | | | | themselves as | +| | | | | the DD, they | +| | | | | cannot add | +| | | | | another contact | +| | | | | as the DD. | +| | | | | Validate 3 of | +| | | | | the following | +| | | | | items: | +| | | | | Amount of last | +| | | | | payment DD or | +| | | | | DMs name (if | +| | | | | displaying in | +| | | | | FaST) | +| | | | | Foundation | +| | | | | Account Number | +| | | | | Full business | +| | | | | name and | +| | | | | address Last | +| | | | | 4-digits of the | +| | | | | Tax ID | +| | | | | Items must be | +| | | | | provided to SSO | +| | | | | in order to add | +| | | | | the caller to | +| | | | | the FAN. | +| | | | | Continue to | +| | | | | step 4. | +| | | | | Caller is a | +| | | | | verified end- | +| | | | | user requesting | +| | | | | a ToBR and | +| | | | | current account | +| | | | | holder is | +| | | | | deceased | +| | | | | Confirm there | +| | | | | is only 1 FAN | +| | | | | contact listed | +| | | | | in FaST | +| | | | | (deceased | +| | | | | account | +| | | | | holder). If | +| | | | | there are | +| | | | | multiple FAN | +| | | | | contacts, refer | +| | | | | the caller to | +| | | | | one of the FAN | +| | | | | contacts. | +| | | | | Place an | +| | | | | outbound call | +| | | | | to the FAN | +| | | | | contact using | +| | | | | the phone | +| | | | | number in FaST. | +| | | | | Send a one-time | +| | | | | PIN to the end- | +| | | | | user's CTN. See | +| | | | | One-Time PIN - | +| | | | | BCSS. After | +| | | | | completing the | +| | | | | above steps, | +| | | | | the end-user is | +| | | | | allowed to | +| | | | | initiate a ToBR | +| | | | | for their CTN. | +| | | | | Determine who | +| | | | | processes the | +| | | | | update: SSO | +| | | | | Chat Bot | +| | | | | supported | +| | | | | requests: | +| | | | | Add New Contact | +| | | | | Remove Company | +| | | | | Contact | +| | | | | Replace D2D | +| | | | | Update Existing | +| | | | | Contact Bill | +| | | | | to Air | +| | | | | Researching | +| | | | | Duplicate User | +| | | | | Defined Label | +| | | | | FAN Status | +| | | | | Update Bill | +| | | | | Cycle Change | +| | | | | SSO supported | +| | | | | requests: Refer | +| | | | | the caller to | +| | | | | their sales | +| | | | | contact/sales | +| | | | | manager.  | +| | | | | Source: | +| | | | | Content: | +| | | | | Authorization | +| | | | | Instructions | +| | | | | End-User | +| | | | | Maintenance | +| | | | | Capabilities | +| | | | | Password and | +| | | | | authorization | +| | | | | instructions | +| | | | | Update Master | +| | | | | Passwords | +| | | | | Billing and | +| | | | | Ordering | +| | | | | Consolidated | +| | | | | Bill Cycle | +| | | | | Equipment | +| | | | | Payment Options | +| | | | | Preferred | +| | | | | Shipping | +| | | | | Carrier User- | +| | | | | Defined Labels | +| | | | | Customer | +| | | | | Contacts | +| | | | | Add/Remove FAN | +| | | | | contacts to | +| | | | | FaST Name or | +| | | | | Email | +| | | | | Corrections or | +| | | | | Deletions | +| | | | | Enable Web | +| | | | | Services Notes | +| | | | | Authorization | +| | | | | Instructions | +| | | | | Passwords | +| | | | | Tax ID | +| | | | | Requests not | +| | | | | listed above | +| | | | | are supported | +| | | | | through the | +| | | | | Sales team. If | +| | | | | the caller is | +| | | | | updating an | +| | | | | email address | +| | | | | or the FAN- | +| | | | | level address, | +| | | | | send a one-time | +| | | | | PIN per One- | +| | | | | Time PIN - | +| | | | | BCSS. If | +| | | | | unable to | +| | | | | validate, the | +| | | | | change cannot | +| | | | | be processed. | +| | | | | For Sales | +| | | | | supported | +| | | | | requests: | +| | | | | Enhanced Care: | +| | | | | Follow the | +| | | | | Sales | +| | | | | Notification | +| | | | | process in the | +| | | | | Contacting | +| | | | | Sales/SSO | +| | | | | section. All | +| | | | | other | +| | | | | departments: | +| | | | | Refer the | +| | | | | requestor to | +| | | | | their account | +| | | | | team. If a | +| | | | | Sales contact | +| | | | | is not listed | +| | | | | in FaST, see | +| | | | | Customer Sales | +| | | | | Contact | +| | | | | Inquiries - | +| | | | | BCSS. FAN | +| | | | | Update | +| | | | | Procedures | +| | | | | Launching the | +| | | | | SSO Chat Bot | +| | | | | Access the SSO | +| | | | | Chatbot from | +| | | | | the Link center | +| | | | | in Customer | +| | | | | Connect or | +| | | | | Click on this | +| | | | | direct link | +| | | | | You may be | +| | | | | required to log | +| | | | | in with your | +| | | | | Global login | +| | | | | the first time | +| | | | | you open the | +| | | | | application. A | +| | | | | "Permissions | +| | | | | requested" pop- | +| | | | | up appears upon | +| | | | | first launch. | +| | | | | Click Accept to | +| | | | | open the BOT. | +| | | | | Once the | +| | | | | ChatBOT is | +| | | | | launched follow | +| | | | | the prompts to | +| | | | | begin request. | +| | | | | Fill out all | +| | | | | mandatory | +| | | | | fields that are | +| | | | | indicated by a | +| | | | | star (*).  | +| | | | | Check the box | +| | | | | next to Yes to | +| | | | | acknowledge | +| | | | | that the | +| | | | | information you | +| | | | | are submitting | +| | | | | for this | +| | | | | request is | +| | | | | complete and | +| | | | | accurate to the | +| | | | | best of your | +| | | | | knowledge.  | +| | | | | Click the | +| | | | | Submit button | +| | | | | to submit your | +| | | | | request to the | +| | | | | SSO Chat Bot. | +| | | | | If you receive | +| | | | | an error from | +| | | | | your request, | +| | | | | ZNotify via MS | +| | | | | Teams will send | +| | | | | you a link to | +| | | | | chat directly | +| | | | | with a SSO Live | +| | | | | Chat Agent.  | +| | | | | Note: you must | +| | | | | be logged into | +| | | | | MS Teams to | +| | | | | receive the | +| | | | | message from | +| | | | | ZNotify. If | +| | | | | you do not have | +| | | | | access, have | +| | | | | your manager | +| | | | | request access | +| | | | | according to | +| | | | | your department | +| | | | | system access | +| | | | | steps. SSO | +| | | | | Chat BOT | +| | | | | Downtime | +| | | | | Procedure If | +| | | | | the SSO Chat | +| | | | | BOT is | +| | | | | currently offli | +| | | | | ne/unavailable, | +| | | | | please inform | +| | | | | your manager | +| | | | | and set a | +| | | | | Clarify | +| | | | | commitment to | +| | | | | submit the SSO | +| | | | | request once | +| | | | | the SSO Chat | +| | | | | BOT is | +| | | | | available. See | +| | | | | Create, Modify, | +| | | | | and Dispatch | +| | | | | Commitments - | +| | | | | Clarify Help | +| | | | | for correct | +| | | | | steps in | +| | | | | Clarify. Sales | +| | | | | Notification | +| | | | | Process - | +| | | | | Enhanced Care | +| | | | | Only Email | +| | | | | request details | +| | | | | and the name of | +| | | | | the requestor | +| | | | | to the Service | +| | | | | Manager | +| | | | | Customer | +| | | | | Relations and | +| | | | | Global Account | +| | | | | Manager listed | +| | | | | in FaST. | +| | | | | Create a | +| | | | | commitment in | +| | | | | Clarify. | +| | | | | Notify the | +| | | | | customer once | +| | | | | the request is | +| | | | | completed or a | +| | | | | response is | +| | | | | received | +| | | | | indicating the | +| | | | | request cannot | +| | | | | be completed. | +| | | | | Contact the | +| | | | | customer via | +| | | | | phone call or | +| | | | | post-call | +| | | | | notification. | +| | | | | Close the | +| | | | | commitment. | +| | | | | Set | +| | | | | Expectations | +| | | | | Completed via | +| | | | | the SSO Chat | +| | | | | Bot The | +| | | | | information has | +| | | | | been updated on | +| | | | | the profile. | +| | | | | Contact | +| | | | | updates:  | +| | | | | Premier BAN | +| | | | | Administrator | +| | | | | needs to update | +| | | | | the contacts in | +| | | | | Premier once | +| | | | | the change | +| | | | | posts. myAT&T | +| | | | | Primary User | +| | | | | needs to add | +| | | | | the contact as | +| | | | | an additional | +| | | | | Secondary User. | +| | | | | Submitted via | +| | | | | Clarify Case | +| | | | | Updates process | +| | | | | within: | +| | | | | Enhanced Care: | +| | | | | 2-3 days and | +| | | | | the customer | +| | | | | will be | +| | | | | notified via | +| | | | | phone call or | +| | | | | email once | +| | | | | complete.  All | +| | | | | other | +| | | | | departments: 5 | +| | | | | business days | +| | | | | Contact | +| | | | | updates:  | +| | | | | Premier BAN | +| | | | | Administrator | +| | | | | needs to update | +| | | | | the contacts in | +| | | | | Premier once | +| | | | | the change | +| | | | | posts. myAT&T | +| | | | | Primary User | +| | | | | needs to add | +| | | | | the contact as | +| | | | | an additional | +| | | | | Secondary User. | +| | | | | Additional | +| | | | | Information | +| | | | | Escalation | +| | | | | Process | +| | | | | Enhanced Care | +| | | | | When a request | +| | | | | is not complete | +| | | | | by the SLA, | +| | | | | email the | +| | | | | Profiles Team | +| | | | | and request a | +| | | | | status update. | +| | | | | If a status | +| | | | | update is not | +| | | | | provided within | +| | | | | 4 hours, email | +| | | | | Nate Hill. | +| | | | | All Other | +| | | | | Departments | +| | | | | Profiles Team | +| | | | | has up to 5 | +| | | | | business days | +| | | | | to complete the | +| | | | | FAN Profile | +| | | | | Update Clarify | +| | | | | case. If the | +| | | | | Clarify case is | +| | | | | out of Service | +| | | | | Level Agreement | +| | | | | (SLA), go to | +| | | | | Manage Cases - | +| | | | | Clarify Help > | +| | | | | Follow Up on a | +| | | | | Case to view | +| | | | | the history | +| | | | | notes for the | +| | | | | reason. If | +| | | | | additional | +| | | | | assistance is | +| | | | | needed on the | +| | | | | Clarify case, | +| | | | | send an email | +| | | | | to Nate Hill (C | +| | | | | orporate, | +| | | | | Global, Small | +| | | | | Business, and | +| | | | | Government | +| | | | | Source: | +| | | | | Content: ), and | +| | | | | as a result | +| | | | | cannot make the | +| | | | | required | +| | | | | change, state | +| | | | | in the order | +| | | | | and biller | +| | | | | notes that you | +| | | | | were unable to | +| | | | | make the change | +| | | | | because the | +| | | | | button or field | +| | | | | was disabled.¶ | +| | | | | ¶ ¶ To return | +| | | | | to the previous | +| | | | | screen, click | +| | | | | OK > Save.¶ ¶ | +| | | | | ¶ 4¶ ¶ If | +| | | | | the contact | +| | | | | email is | +| | | | | different in | +| | | | | OCE, update the | +| | | | | information in | +| | | | | the biller:¶ ¶ | +| | | | | ¶ From the | +| | | | | Financial | +| | | | | Summary page, | +| | | | | in the Billing | +| | | | | Address | +| | | | | section, click | +| | | | | Email/Internet | +| | | | | Info. | +| | | | | Email/Internet | +| | | | | - Screenshot ¶ | +| | | | | ¶ Enter the | +| | | | | primary account | +| | | | | email address | +| | | | | in the Primary | +| | | | | E-mail Address | +| | | | | fields. ¶ ¶ | +| | | | | If applicable, | +| | | | | enter the | +| | | | | secondary | +| | | | | account email | +| | | | | address in the | +| | | | | Secondary | +| | | | | E-mail Address | +| | | | | Field.¶ ¶ | +| | | | | Click OK to | +| | | | | return to the | +| | | | | previous | +| | | | | screen.¶ ¶ On | +| | | | | the Option | +| | | | | toolbar, click | +| | | | | Save.¶ ¶ ¶ | +| | | | | 5¶ ¶ If the | +| | | | | contact numbers | +| | | | | are different | +| | | | | in OCE, update | +| | | | | the information | +| | | | | in the biller.¶ | +| | | | | ¶ ¶ From the | +| | | | | BAN Profile | +| | | | | page, enter the | +| | | | | home and work | +| | | | | numbers in the | +| | | | | Home and Work | +| | | | | fields in the | +| | | | | Phone List | +| | | | | section. Phone | +| | | | | List - | +| | | | | Screenshot ¶ ¶ | +| | | | | ¶ If adding or | +| | | | | updating a | +| | | | | mobile phone or | +| | | | | fax number, | +| | | | | enter the | +| | | | | number in the | +| | | | | Other field and | +| | | | | select the | +| | | | | appropriate | +| | | | | type number in | +| | | | | the Type field. | +| | | | | ¶ ¶ If adding | +| | | | | an extension | +| | | | | number, enter | +| | | | | the number in | +| | | | | the appropriate | +| | | | | Ext field.¶ ¶ | +| | | | | ¶ On the | +| | | | | Options | +| | | | | toolbar, click | +| | | | | Save. The | +| | | | | system creates | +| | | | | a memo when you | +| | | | | change the | +| | | | | Phone List | +| | | | | Section.¶ ¶ ¶ | +| | | | | 6¶ ¶ Once the | +| | | | | change is | +| | | | | complete, | +| | | | | update OCE in | +| | | | | accordance | +| | | | | with:¶ | +| | | | | Results¶ | +| | | | | Procedures¶ ¶ | +| | | | | Address changed | +| | | | | successfully¶ | +| | | | | ¶ ¶ Notate | +| | | | | the OCE Order: | +| | | | | Order Support | +| | | | | Processing POC: | +| | | | | Web #103[xxxxxx | +| | | | | xxxx] CTN | +| | | | | #[xxxxxxxxxx] | +| | | | | account update | +| | | | | complete. | +| | | | | [ATTUID]¶ ¶ | +| | | | | Add the same | +| | | | | notes in OPUS | +| | | | | (using View and | +| | | | | Add Notes from | +| | | | | Account | +| | | | | Maintenance - | +| | | | | OPUS - | +| | | | | Business) on | +| | | | | the CTN from | +| | | | | the order:¶ ¶ | +| | | | | Update the | +| | | | | order to:¶ ¶ | +| | | | | ¶ Status: | +| | | | | COMPLETED ¶ ¶ | +| | | | | Sub-status: UPD | +| | | | | ATE_ACCOUNT_PRO | +| | | | | FILE_MANUAL¶ ¶ | +| | | | | ¶ To submit | +| | | | | changes in OCE, | +| | | | | click Update | +| | | | | Order.¶ ¶ ¶ | +| | | | | Primary Place | +| | | | | of Use address | +| | | | | could not be | +| | | | | changed¶ ¶ ¶ | +| | | | | Notate the OCE | +| | | | | Order: Order | +| | | | | Support | +| | | | | Processing POC: | +| | | | | Web #103[xxxxxx | +| | | | | xxxx] CTN | +| | | | | #[xxxxxxxxxx] | +| | | | | account update | +| | | | | not completed | +| | | | | due to | +| | | | | [reason]. | +| | | | | [ATTUID]¶ ¶ | +| | | | | Add the same | +| | | | | notes in OPUS | +| | | | | (using View and | +| | | | | Add Notes from | +| | | | | Account | +| | | | | Maintenance - | +| | | | | OPUS - | +| | | | | Business) on | +| | | | | the CTN from | +| | | | | the order:¶ ¶ | +| | | | | Update the | +| | | | | order to:¶ ¶ | +| | | | | ¶ Status: | +| | | | | PENDING ¶ ¶ | +| | | | | Sub-status: | +| | | | | UNABLE TO | +| | | | | PROCESS¶ ¶ ¶ | +| | | | | To submit | +| | | | | changes in OCE, | +| | | | | click Update | +| | | | | Order.¶ ¶ ¶ | +| | | | | ¶ Update | +| | | | | Device ¶ ¶ | +| | | | | When working an | +| | | | | order from the | +| | | | | Update Device | +| | | | | queue in OCE:¶ | +| | | | | ¶ ¶ In the | +| | | | | OCE queue, | +| | | | | click Get | +| | | | | Next.¶ ¶ In | +| | | | | OPUS, search | +| | | | | for the | +| | | | | existing line | +| | | | | of service/CTN | +| | | | | from OCE.¶ ¶ | +| | | | | Follow the OPUS | +| | | | | procedure for | +| | | | | Wireless | +| | | | | Account Changes | +| | | | | - OPUS - | +| | | | | Business to | +| | | | | update the | +| | | | | device with the | +| | | | | data from OCE.¶ | +| | | | | ¶ Once the | +| | | | | change is | +| | | | | complete, | +| | | | | update OCE:¶ ¶ | +| | | | | ¶ Equipment¶ | +| | | | | ¶ Procedures¶ | +| | | | | ¶ Was changed | +| | | | | successfully¶ | +| | | | | ¶ ¶ Notate | +| | | | | the OCE Order: | +| | | | | Order Support | +| | | | | Processing POC: | +| | | | | Web #103[xxxxxx | +| | | | | xxxx], CTN | +| | | | | #[xxxxxx] | +| | | | | device update | +| | | | | complete. | +| | | | | [ATTUID]¶ ¶ | +| | | | | Add the same | +| | | | | notes in OPUS | +| | | | | (using View and | +| | | | | Add Notes from | +| | | | | Account | +| | | | | Maintenance - | +| | | | | OPUS - | +| | | | | Business) on | +| | | | | the CTN from | +| | | | | the order:¶ ¶ | +| | | | | Update the | +| | | | | order to:¶ ¶ | +| | | | | ¶ Status: | +| | | | | COMPLETED¶ ¶ | +| | | | | Sub-status: SWA | +| | | | | P_EQUIPMENT_MAN | +| | | | | UAL¶ ¶ ¶ To | +| | | | | submit changes | +| | | | | in OCE, click | +| | | | | Update Order.¶ | +| | | | | ¶ ¶ Could not | +| | | | | be Source: | +| | | | | Content: If | +| | | | | multiple digits | +| | | | | are incorrect, | +| | | | | ask the Account | +| | | | | Holder to go to | +| | | | | an AT&T store | +| | | | | with | +| | | | | identification. | +| | | | | Retail verifies | +| | | | | the photo ID | +| | | | | and calls | +| | | | | Business Care | +| | | | | to have the | +| | | | | account | +| | | | | updated. | +| | | | | Requests to | +| | | | | take over an | +| | | | | account due to | +| | | | | a deceased | +| | | | | Account Holder | +| | | | | require a ToBR. | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know | +| | | | | Change is | +| | | | | effective | +| | | | | immediately. | +| | | | | Tax ID Change | +| | | | | What I Need to | +| | | | | Know | +| | | | | Only make | +| | | | | additions or | +| | | | | changes to the | +| | | | | Tax ID field | +| | | | | for the | +| | | | | following | +| | | | | scenarios: | +| | | | | Adding the Tax | +| | | | | ID for FirstNet | +| | | | | accounts. | +| | | | | Corrections due | +| | | | | to a data entry | +| | | | | error such as | +| | | | | transpositions, | +| | | | | only 1 to 2 | +| | | | | digits off or 2 | +| | | | | digits swapped. | +| | | | | BME Collections | +| | | | | may need to do | +| | | | | this when | +| | | | | reinstating | +| | | | | from | +| | | | | cancellations | +| | | | | as a | +| | | | | workaround. | +| | | | | Customers who | +| | | | | indicate they | +| | | | | have completely | +| | | | | different Tax | +| | | | | IDs need to | +| | | | | complete a | +| | | | | ToBR. | +| | | | | Procedures | +| | | | | Process the | +| | | | | change in | +| | | | | Telegence. | +| | | | | Users without | +| | | | | the ability to | +| | | | | update in | +| | | | | Telegence must | +| | | | | contact SSO. | +| | | | | Back to Top | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 68 | [] | What is the | The AT&T | Content: The | +| | | range of the | Cell Booster | AT&T Cell | +| | | AT&T Cell | has a | Booster and | +| | | Booster | coverage | Cell Booster | +| | | device? | area of | Pro serve as a | +| | | | 3,000 square | small 4G LTE | +| | | | feet, while | cell tower in | +| | | | the Cell | the home or | +| | | | Booster Pro | office that | +| | | | has a | uses the | +| | | | coverage | customer's | +| | | | area of | broadband | +| | | | 15,000 | Internet | +| | | | square feet. | connection to | +| | | | (Source: | carry the call | +| | | | context) | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: 4072Q  | +| | | | | AT&T Cell | +| | | | | Booster Wall | +| | | | | Charger  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | 4843P  Netgear | +| | | | | Ethernet | +| | | | | Powerline  | +| | | | | $84.99 | +| | | | | Optional | +| | | | | **Professional | +| | | | | Installation is | +| | | | | not available | +| | | | | for Cell | +| | | | | Booster or for | +| | | | | IRU liability | +| | | | | types. Cell | +| | | | | Booster is Self | +| | | | | Install Only** | +| | | | |     | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | To: Activation | +| | | | | and | +| | | | | Registration | +| | | | | Location | +| | | | | Updates and | +| | | | | Disconnect | +| | | | | Adding Admin | +| | | | | Access Update | +| | | | | Notification | +| | | | | Settings | +| | | | | Performance | +| | | | | Report (Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support FAQ | +| | | | | What's New | +| | | | | AT&T Cell | +| | | | | Booster ProSM – | +| | | | | FirstNet Closed | +| | | | | Mode User | +| | | | | Experience** | +| | | | | Notice: AT&T | +| | | | | and FirstNet | +| | | | | have discovered | +| | | | | a user | +| | | | | experience | +| | | | | issue with Cell | +| | | | | Booster Pros in | +| | | | | Closed Mode*. A | +| | | | | workaround is | +| | | | | available, and | +| | | | | a fix is | +| | | | | expected in | +| | | | | 2023. Issue: | +| | | | | Users not on | +| | | | | the Authorized | +| | | | | User list may | +| | | | | experience | +| | | | | service issues | +| | | | | when in range | +| | | | | of a Closed | +| | | | | Cell Booster | +| | | | | Pro. Users | +| | | | | could encounter | +| | | | | periods of no | +| | | | | service, no | +| | | | | bars, or full | +| | | | | bars without | +| | | | | access to | +| | | | | voice, text, or | +| | | | | data services. | +| | | | | Once the user | +| | | | | leaves the Cell | +| | | | | Booster Pro | +| | | | | coverage area, | +| | | | | the phone can | +| | | | | take over 10 | +| | | | | minutes before | +| | | | | service is | +| | | | | restored. To | +| | | | | restore service | +| | | | | faster, users | +| | | | | can toggle | +| | | | | Airplane mode | +| | | | | to reconnect to | +| | | | | the neighboring | +| | | | | macro tower | +| | | | | immediately. | +| | | | | Workaround: To | +| | | | | prevent this, | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | administrators | +| | | | | can switch to | +| | | | | Open Mode in | +| | | | | the Cell | +| | | | | Booster Pro | +| | | | | mobile app or | +| | | | | online | +| | | | | management | +| | | | | portal. | +| | | | | Instructions | +| | | | | can be found on | +| | | | | Page 5 of the | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | User & | +| | | | | Technical Guide | +| | | | | (firstnet.com). | +| | | | | Cell Booster | +| | | | | Pros have | +| | | | | industry | +| | | | | leading | +| | | | | security, and | +| | | | | all | +| | | | | communications | +| | | | | are encrypted | +| | | | | through a | +| | | | | secure tunnel | +| | | | | back to AT&T’s | +| | | | | Core. AT&T and | +| | | | | FirstNet will | +| | | | | also | +| | | | | temporarily | +| | | | | allow up to 5 | +| | | | | users to | +| | | | | connect to a | +| | | | | Closed Cell | +| | | | | Booster Pro in | +| | | | | the coming | +| | | | | weeks, even if | +| | | | | they aren’t on | +| | | | | the Whitelist, | +| | | | | to mitigate | +| | | | | this issue. | +| | | | | Resolution: A | +| | | | | fix for Closed | +| | | | | Mode will be | +| | | | | released in | +| | | | | 2023. After | +| | | | | this fix is | +| | | | | released, the | +| | | | | number of non- | +| | | | | whitelisted | +| | | | | connections | +| | | | | will drop back | +| | | | | down to 0. You | +| | | | | will receive a | +| | | | | follow-up | +| | | | | communication | +| | | | | once this fix | +| | | | | is released. | +| | | | | Questions: | +| | | | | Visit www.first | +| | | | | net.com/cellboo | +| | | | | sterpro or | +| | | | | contact | +| | | | | FirstNet | +| | | | | Customer Care | +| | | | | at | +| | | | | 800.574.7000. | +| | | | | *Closed Mode is | +| | | | | also known as | +| | | | | Whitelisting or | +| | | | | Closed | +| | | | | Subscriber | +| | | | | Group. | +| | | | | **Information | +| | | | | added November | +| | | | | 9, 2022. | +| | | | | Activation and | +| | | | | Registration | +| | | | | Heads Up: U.S. | +| | | | | Counties | +| | | | | (please click | +| | | | | on the | +| | | | | hyperlink to | +| | | | | view all listed | +| | | | | counties) where | +| | | | | only one radio | +| | | | | can be enabled. | +| | | | | To Activate and | +| | | | | Register the | +| | | | | AT&T Cell | +| | | | | Booster, follow | +| | | | | these steps:¶ | +| | | | | ¶ Download the | +| | | | | AT&T Cell | +| | | | | Booster app. | +| | | | | It's available | +| | | | | in the App | +| | | | | Store, iTunes | +| | | | | or the customer | +| | | | | can scan the QR | +| | | | | Code on the | +| | | | | Box/Device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription.¶ | +| | | | | ¶ Note: If the | +| | | | | QR code does | +| | | | | not work for | +| | | | | the customer, | +| | | | | then instruct | +| | | | | the customer to | +| | | | | either download | +| | | | | the AT&T Cell | +| | | | | Booster app | +| | | | | directly from | +| | | | | the App Store | +| | | | | or go to att.co | +| | | | | m/cellbooster . | +| | | | | ¶ When the app | +| | | | | is downloaded | +| | | | | and opened, the | +| | | | | first screen | +| | | | | will say | +| | | | | Welcome to AT&T | +| | | | | Cell Booster. | +| | | | | Users are asked | +| | | | | to select their | +| | | | | account type:¶ | +| | | | | Personal or | +| | | | | Small Business | +| | | | | - att.com/myatt | +| | | | | appEnterprise | +| | | | | or FirstNet | +| | | | | Subscriber Paid | +| | | | | (FirstNet | +| | | | | customer who | +| | | | | pays their own | +| | | | | bill) - | +| | | | | att.com/premier | +| | | | | FirstNet Agency | +| | | | | Paid - https:// | +| | | | | wireless.firstn | +| | | | | et.att.com ¶ | +| | | | | After the | +| | | | | account type is | +| | | | | selected, the | +| | | | | customer will | +| | | | | need to enter | +| | | | | their account | +| | | | | credentials to | +| | | | | login and | +| | | | | authenticate to | +| | | | | the portal. ¶ | +| | | | | Personal and | +| | | | | Small Business | +| | | | | uses existing | +| | | | | MyATT.com | +| | | | | username and | +| | | | | pw¶ Do not | +| | | | | create new | +| | | | | login using the | +| | | | | phone number as | +| | | | | the login (to | +| | | | | mirror | +| | | | | MicroCell). | +| | | | | Users need to | +| | | | | authenticate | +| | | | | with their | +| | | | | myAT&T login. | +| | | | | ¶ Enterprise | +| | | | | uses Premier | +| | | | | username and Pa | +| | | | | sswordFirstNet | +| | | | | uses FirstNet | +| | | | | Central | +| | | | | username and | +| | | | | Password¶ When | +| | | | | the Cell | +| | | | | Booster App is | +| | | | | downloaded, an | +| | | | | end user | +| | | | | agreement | +| | | | | (EULA) must be | +| | | | | accepted, then | +| | | | | when they | +| | | | | login, the | +| | | | | Terms of | +| | | | | Service needs | +| | | | | to be accepted. | +| | | | | Once Terms of | +| | | | | Service are | +| | | | | accepted, users | +| | | | | will not be | +| | | | | required to | +| | | | | read through | +| | | | | them again. | +| | | | | After the Terms | +| | | | | of Service are | +| | | | | accepted, the | +| | | | | customer will | +| | | | | click on Setup | +| | | | | a Cell Booster | +| | | | | blue button | +| | | | | The customer | +| | | | | will then need | +| | | | | to fill out the | +| | | | | following | +| | | | | fields then | +| | | | | click Next once | +| | | | | all fields are | +| | | | | filled out:¶ | +| | | | | First NameLast | +| | | | | NameSerial | +| | | | | number of the | +| | | | | Cell Booster | +| | | | | (customer can | +| | | | | scan the QR | +| | | | | code via mobile | +| | | | | or entered | +| | | | | manually if | +| | | | | using the web | +| | | | | app; serial | +| | | | | number can be | +| | | | | found on device | +| | | | | label)AT&T | +| | | | | mobile phone | +| | | | | number for Cell | +| | | | | Booster portal | +| | | | | notificationsPr | +| | | | | eferred email | +| | | | | for Cell | +| | | | | Booster portal | +| | | | | notificationsCe | +| | | | | ll Booster | +| | | | | NicknameNote: | +| | | | | If it's a Cell | +| | | | | Booster Pro, | +| | | | | users will see | +| | | | | additional drop | +| | | | | down Cell | +| | | | | Booster Type to | +| | | | | select | +| | | | | appropriate | +| | | | | Cell Booster | +| | | | | configuration: | +| | | | | • AT&T for | +| | | | | Enterprise or | +| | | | | Small Business | +| | | | | customers. • | +| | | | | FirstNet for a | +| | | | | FirstNet agency | +| | | | | or Subscriber | +| | | | | Paid customer.¶ | +| | | | | The Enter Cell | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 69 | [] | What kind of | The | Content: Back | +| | | phone does | compatible | to Top | +| | | the customer | equipment | Requirements | +| | | need to work | for the AT&T | Equipment - | +| | | with the | Cell Booster | Compatible | +| | | AT&T Cell | includes 5G | equipment | +| | | Booster | Sub-6GHz, | includes the | +| | | device? | 5G+ | following: | +| | | | (mmWave), 4G | 5G Sub-6GHz, | +| | | | LTE, or LTE- | 5G+ (mmWave), | +| | | | capable | 4G LTE, or LTE- | +| | | | phones. | capable phones | +| | | | (Source: | Connected | +| | | | context) | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: | +| | | | | Booster | +| | | | | Location screen | +| | | | | will appear | +| | | | | asking for the | +| | | | | following | +| | | | | information | +| | | | | below. Once | +| | | | | complete, click | +| | | | | Next¶ Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | optional¶ On | +| | | | | the Confirm | +| | | | | Cell Booster | +| | | | | Info screen, | +| | | | | the customer is | +| | | | | to review the | +| | | | | fields they | +| | | | | just filled | +| | | | | out. If | +| | | | | anything needs | +| | | | | to be edited, | +| | | | | advise the | +| | | | | customer to | +| | | | | click the back | +| | | | | arrow on the | +| | | | | top left to | +| | | | | edit fields. If | +| | | | | all fields are | +| | | | | accurate, click | +| | | | | the Confirm | +| | | | | button. The | +| | | | | Registration | +| | | | | Successful | +| | | | | screen will | +| | | | | appear, advise | +| | | | | the customer to | +| | | | | click the Next | +| | | | | button at the | +| | | | | bottom of the | +| | | | | screen. Once | +| | | | | the device is | +| | | | | successfully | +| | | | | registered, the | +| | | | | customer will | +| | | | | be guided | +| | | | | through setup | +| | | | | and | +| | | | | installation | +| | | | | steps/screens | +| | | | | in the AT&T | +| | | | | Cell Booster | +| | | | | app or web | +| | | | | portal. The | +| | | | | first screen to | +| | | | | appear will be | +| | | | | Find the best | +| | | | | place for your | +| | | | | Cell Booster. | +| | | | | Advise the | +| | | | | customer that | +| | | | | once the device | +| | | | | is activated, | +| | | | | set it upright | +| | | | | or mount it to | +| | | | | a wall. Click | +| | | | | Next Locate | +| | | | | the yellow- | +| | | | | colored | +| | | | | Ethernet cable | +| | | | | in the box. | +| | | | | Once unwrapped, | +| | | | | connect one end | +| | | | | to the yellow | +| | | | | colored | +| | | | | Ethernet port. | +| | | | | Next, connect | +| | | | | the other end | +| | | | | of the Ethernet | +| | | | | cable to the | +| | | | | customer's | +| | | | | internet | +| | | | | gateway/router. | +| | | | | Push firmly on | +| | | | | each end of the | +| | | | | cable until it | +| | | | | clicks; click | +| | | | | Next. ¶ Heads | +| | | | | Up: If the | +| | | | | customer is not | +| | | | | sure which port | +| | | | | to use on their | +| | | | | internet | +| | | | | gateway/router, | +| | | | | any open | +| | | | | similar looking | +| | | | | port should | +| | | | | work and is | +| | | | | usually labeled | +| | | | | LAN¶ Attach | +| | | | | the GPS antenna | +| | | | | to the window | +| | | | | if one is | +| | | | | nearby. Make | +| | | | | sure the window | +| | | | | is clean so | +| | | | | that the | +| | | | | antenna adheres | +| | | | | securely, once | +| | | | | complete click | +| | | | | Next Plug the | +| | | | | power cable | +| | | | | into the Cell | +| | | | | Booster and | +| | | | | into a nearby | +| | | | | outlet. This is | +| | | | | the last step | +| | | | | to install and | +| | | | | once complete, | +| | | | | click Finish to | +| | | | | go to the Home | +| | | | | Page which will | +| | | | | display the | +| | | | | Cell Booster | +| | | | | under their | +| | | | | account. On | +| | | | | the Main page, | +| | | | | the customer | +| | | | | may see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about | +| | | | | 1min for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will displayed | +| | | | | Registered. ¶ | +| | | | | Note: The | +| | | | | customer will | +| | | | | get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with a summary | +| | | | | of their Cell | +| | | | | Booster | +| | | | | information | +| | | | | entered via the | +| | | | | mobile app or | +| | | | | portal.¶ Heads | +| | | | | Up: Cell | +| | | | | Booster Pro has | +| | | | | an optional | +| | | | | Power of | +| | | | | Ethernet | +| | | | | (POE)++ | +| | | | | splitter to | +| | | | | provide power | +| | | | | as an | +| | | | | alternative to | +| | | | | the power | +| | | | | supply. Note: | +| | | | | On the Main | +| | | | | Page, the | +| | | | | customers may | +| | | | | see | +| | | | | Registration | +| | | | | Pending as it | +| | | | | takes about 1 | +| | | | | minute for | +| | | | | registration to | +| | | | | complete. Once | +| | | | | registered, it | +| | | | | will display | +| | | | | Registered. | +| | | | | Additional | +| | | | | Note: Customer | +| | | | | will get a | +| | | | | Registration | +| | | | | Success email | +| | | | | once the device | +| | | | | registration | +| | | | | has completed | +| | | | | in the Network | +| | | | | with summary of | +| | | | | their Cell | +| | | | | Booster | +| | | | | information | +| | | | | input into | +| | | | | mobile app or | +| | | | | the portal. | +| | | | | After | +| | | | | registration | +| | | | | and set-up is | +| | | | | complete, AT&T | +| | | | | Cell Booster | +| | | | | will go through | +| | | | | an activation | +| | | | | sequence in the | +| | | | | Network. Device | +| | | | | activation can | +| | | | | take up to an | +| | | | | hour to | +| | | | | complete. The | +| | | | | customer will | +| | | | | receive an | +| | | | | email and SMS | +| | | | | notification | +| | | | | once the device | +| | | | | has complete | +| | | | | activation and | +| | | | | is enabled for | +| | | | | use. The device | +| | | | | LED's will turn | +| | | | | solid white in | +| | | | | the following | +| | | | | sequence as | +| | | | | steps are | +| | | | | completed: | +| | | | | Power > | +| | | | | Internet > GPS | +| | | | | > LTE > Status | +| | | | | Note: The | +| | | | | customer can | +| | | | | also check the | +| | | | | device status | +| | | | | in the portal | +| | | | | by selecting | +| | | | | the arrow next | +| | | | | to the device | +| | | | | on the Home | +| | | | | page to get | +| | | | | additional | +| | | | | status for that | +| | | | | device | +| | | | | including any | +| | | | | errors | +| | | | | encountered | +| | | | | during | +| | | | | activation. An | +| | | | | email or SMS | +| | | | | notification | +| | | | | will also be | +| | | | | sent to the | +| | | | | customer | +| | | | | showing the | +| | | | | progress as | +| | | | | well as if any | +| | | | | specific error | +| | | | | occur during | +| | | | | activation. ¶ | +| | | | | ¶ Activation | +| | | | | Failure¶ On | +| | | | | the Home page, | +| | | | | if the | +| | | | | activation | +| | | | | failed, a red | +| | | | | circle with an | +| | | | | exclamation | +| | | | | point will | +| | | | | appear on the | +| | | | | Cell Booster | +| | | | | image along | +| | | | | with the error | +| | | | | and | +| | | | | instructions. | +| | | | | The customer | +| | | | | should follow | +| | | | | the | +| | | | | instructions | +| | | | | provided to | +| | | | | resolve the | +| | | | | issue. Initial | +| | | | | troubleshooting | +| | | | | are always to | +| | | | | unplug the | +| | | | | power cord and | +| | | | | plug back in | +| | | | | (power cycle) | +| | | | | or to | +| | | | | disconnect the | +| | | | | device and | +| | | | | attempt | +| | | | | registration | +| | | | | again. ¶ ¶ | +| | | | | Back to Top | +| | | | | Location | +| | | | | Updates and | +| | | | | Disconnect | +| | | | | Adding or | +| | | | | Moving a Cell | +| | | | | Booster | +| | | | | Location¶ ¶ | +| | | | | The customer | +| | | | | can add another | +| | | | | location or | +| | | | | move their | +| | | | | device to | +| | | | | another | +| | | | | location | +| | | | | address from | +| | | | | the Home Page > | +| | | | | Add a location. | +| | | | | To add a | +| | | | | location, click | +| | | | | on the + sign | +| | | | | under My | +| | | | | Location on the | +| | | | | top left corner | +| | | | | of the | +| | | | | app/portal.¶ | +| | | | | The customer | +| | | | | will then need | +| | | | | to fill out the | +| | | | | following | +| | | | | fields then | +| | | | | click Next once | +| | | | | all fields are | +| | | | | filled out:¶ | +| | | | | Address | +| | | | | 1Address 2; if | +| | | | | neededCity, | +| | | | | State, Zip | +| | | | | CodeLocation | +| | | | | Nickname; | +| | | | | customer | +| | | | | chooses¶ ¶ To | +| | | | | move a device | +| | | | | to another | +| | | | | location, the | +| | | | | customer needs | +| | | | | to disconnect | +| | | | | the device at | +| | | | | their current | +| | | | | location. | +| | | | | Follow the | +| | | | | instructions | +| | | | | for Disconnect | +| | | | | AT&T Cell | +| | | | | Booster.¶ Once | +| | | | | disconnected, | +| | | | | the customer | +| | | | | can select the | +| | | | | location where | +| | | | | they want to | +| | | | | move their Cell | +| | | | | Booster and | +| | | | | click on the + | +| | | | | sign to add the | +| | | | | new location. | +| | | | | Follow the | +| | | | | instructions to | +| | | | | add a location. | +| | | | | ¶ Note: There | +| | | | | is a future | +| | | | | enhancement to | +| | | | | make a move | +| | | | | flow more | +| | | | | seamless. Until | +| | | | | then, the | +| | | | | customer will | +| | | | | need to | +| | | | | disconnect and | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 70 | [] | What type of | The AT&T | Content: Back | +| | | Internet | Cell Booster | to Top | +| | | service and | requires a | Requirements | +| | | Internet | minimum | Equipment - | +| | | speed is | broadband | Compatible | +| | | required for | Internet | equipment | +| | | the Cell | speed of | includes the | +| | | Booster? | 5Mbps downlo | following: | +| | | | ad/1Mbps | 5G Sub-6GHz, | +| | | | upload, with | 5G+ (mmWave), | +| | | | recommended | 4G LTE, or LTE- | +| | | | speeds of 10 | capable phones | +| | | | 0Mbps/5Mbps. | Connected | +| | | | The AT&T | Wearables, | +| | | | Cell Booster | Tablets and | +| | | | Pro requires | Laptops | +| | | | a minimum | Wireless Home | +| | | | broadband | Phone: | +| | | | Internet | Premier, | +| | | | speed of | FirstNet | +| | | | 25Mbps downl | Central, and | +| | | | oad/5Mbps | myAT&T | +| | | | upload, with | Account:  The | +| | | | recommended | customer must | +| | | | speeds | have a | +| | | | varying | registered | +| | | | based on the | myAT&T account. | +| | | | number of | Enterprise / | +| | | | Pros on | CRU and | +| | | | location. | FirstNet must | +| | | | (Source: | have Premier | +| | | | context) | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: 4072Q  | +| | | | | AT&T Cell | +| | | | | Booster Wall | +| | | | | Charger  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | 4843P  Netgear | +| | | | | Ethernet | +| | | | | Powerline  | +| | | | | $84.99 | +| | | | | Optional | +| | | | | **Professional | +| | | | | Installation is | +| | | | | not available | +| | | | | for Cell | +| | | | | Booster or for | +| | | | | IRU liability | +| | | | | types. Cell | +| | | | | Booster is Self | +| | | | | Install Only** | +| | | | |     | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: | +| | | | | vDSL | +| | | | | (traditional | +| | | | | Internet) | +| | | | | Internet speeds | +| | | | | up to 100M | +| | | | | Fiber to the | +| | | | | nod (FTTN) Up | +| | | | | to 6 AT&T Phone | +| | | | | lines are | +| | | | | available | +| | | | | GPON | +| | | | | Internet speeds | +| | | | | up to 1000M | +| | | | | Fiber only Up | +| | | | | to 6 AT&T Phone | +| | | | | lines are | +| | | | | available | +| | | | | ABF (AT&T | +| | | | | Business Fiber) | +| | | | | Internet speeds | +| | | | | up to 1000M | +| | | | | Fiber only Up | +| | | | | to 6 AT&T Phone | +| | | | | lines are | +| | | | | available | +| | | | | 20,000 hotspots | +| | | | | nationwide. | +| | | | | Unlimited on- | +| | | | | the-go access | +| | | | | with the | +| | | | | nations largest | +| | | | | Wi-Fi network | +| | | | | including | +| | | | | Starbucks. The | +| | | | | powerful AT&T | +| | | | | Internet | +| | | | | Security Suite | +| | | | | powered by | +| | | | | McAfee which | +| | | | | includes anti- | +| | | | | spy, anti- | +| | | | | virus, pop-up | +| | | | | blocker, | +| | | | | content control | +| | | | | and Spam Guard, | +| | | | | two-tiered | +| | | | | firewall, and | +| | | | | more. Wireless | +| | | | | networking | +| | | | | within the | +| | | | | customer's | +| | | | | office to share | +| | | | | Internet | +| | | | | access, files, | +| | | | | servers, | +| | | | | printers and | +| | | | | other devices. | +| | | | | AT&T's Business | +| | | | | Gateway is | +| | | | | powerful enough | +| | | | | to | +| | | | | significantly | +| | | | | improve network | +| | | | | quality | +| | | | | throughout the | +| | | | | office and | +| | | | | safeguard | +| | | | | against outside | +| | | | | access to the | +| | | | | Internet | +| | | | | connection. | +| | | | | AT&T Mail | +| | | | | provides 11 | +| | | | | email accounts | +| | | | | with virtually | +| | | | | unlimited | +| | | | | storage, POP | +| | | | | access, and | +| | | | | email | +| | | | | forwarding. | +| | | | | AT&T Internet | +| | | | | for Business | +| | | | | has no data | +| | | | | caps. Multiple | +| | | | | broadband | +| | | | | connections at | +| | | | | one location. | +| | | | | vDSL: 4 lines | +| | | | | per location | +| | | | | are allowed. | +| | | | | For each | +| | | | | additional | +| | | | | line, a new | +| | | | | order (BAN) | +| | | | | must be started | +| | | | | IP-DSL: 4 lines | +| | | | | per location | +| | | | | are allowed. | +| | | | | For additional | +| | | | | IP-DSL, a new | +| | | | | order (BAN) | +| | | | | must be started | +| | | | | GPON: 4 lines | +| | | | | per location | +| | | | | are allowed; a | +| | | | | new order (BAN) | +| | | | | must be | +| | | | | started. ABF: | +| | | | | 4 lines per | +| | | | | location are | +| | | | | allowed; a new | +| | | | | order (BAN) | +| | | | | must be | +| | | | | started. | +| | | | | Compare Speeds | +| | | | | Up to 5Mb | +| | | | | download Up to | +| | | | | 10Mb download | +| | | | | Up to 25 Mb | +| | | | | download Up to | +| | | | | 50 Mb download | +| | | | | Up to 75Mb | +| | | | | download Up to | +| | | | | 100Mb download | +| | | | | Download a 4Mb | +| | | | | audio file 6 | +| | | | | seconds 3 | +| | | | | seconds 1 | +| | | | | second .5 | +| | | | | seconds .3 | +| | | | | seconds .2 | +| | | | | seconds | +| | | | | Download a 20Mb | +| | | | | audio file 33 | +| | | | | seconds 16 | +| | | | | seconds 6 | +| | | | | second 3 | +| | | | | seconds 2 | +| | | | | seconds 1 | +| | | | | second | +| | | | | Download a 70Mb | +| | | | | audio file 2 | +| | | | | minutes 1 | +| | | | | minute 23 | +| | | | | seconds 13 | +| | | | | seconds 8 | +| | | | | seconds 5 | +| | | | | seconds | +| | | | | Download a | +| | | | | 200Mb audio | +| | | | | file 5 minutes | +| | | | | 35 seconds 2 | +| | | | | minutes 47 | +| | | | | seconds 1 | +| | | | | minute 7 | +| | | | | seconds 34 | +| | | | | seconds 24 | +| | | | | seconds 16 | +| | | | | seconds AT&T | +| | | | | Internet for | +| | | | | Business Speed | +| | | | | Plans Package | +| | | | | Speed Down | +| | | | | Speed Up | +| | | | | Internet Basic | +| | | | | 1.5 Up to | +| | | | | 1.5Mbps Up to | +| | | | | 1.0Mbps | +| | | | | Internet Basic | +| | | | | 3 Up to | +| | | | | 3.0Mbps | +| | | | | Internet Basic | +| | | | | 5 Up to | +| | | | | 5.0Mbps | +| | | | | Internet Basic | +| | | | | 6 Up to | +| | | | | 6.0Mbps | +| | | | | Internet 10 Up | +| | | | | to 10.0Mbps | +| | | | | Internet 12 Up | +| | | | | to 12.0Mbps Up | +| | | | | to 1.5Mbps | +| | | | | Internet 18 Up | +| | | | | to 18.0Mbps | +| | | | | Internet 24 Up | +| | | | | to 24.0Mbps Up | +| | | | | to 3.0Mbps | +| | | | | Internet 25 Up | +| | | | | to 25.0Mbps Up | +| | | | | to 5.0Mbps | +| | | | | Internet 45 Up | +| | | | | to 45.0Mbps Up | +| | | | | to 6.0Mbps | +| | | | | Internet 75 Up | +| | | | | to 75.0Mbps Up | +| | | | | to 8.0Mbps | +| | | | | Internet 100 | +| | | | | Up to 100.0Mbps | +| | | | | Up to 20.0Mbps | +| | | | | Heads up: The | +| | | | | above speeds | +| | | | | are video | +| | | | | digital | +| | | | | subscriber line | +| | | | | (VDSL). IP-DSL | +| | | | | speeds are: Up | +| | | | | to 1.5Mbps | +| | | | | down/up to | +| | | | | 384Kbps up Up | +| | | | | to 3Mbps | +| | | | | down/up to | +| | | | | 512Kbps up Up | +| | | | | to 5Mbps | +| | | | | down/up to | +| | | | | 1Mbps up Up to | +| | | | | 6Mbps down/up | +| | | | | to 768Kbps up | +| | | | | Up to 10Mbps | +| | | | | down/up to | +| | | | | 1Mbps up Up to | +| | | | | 12Mbps down/up | +| | | | | to 1Mbps up Up | +| | | | | to 18Mbps | +| | | | | down/up to | +| | | | | 1Mbps up Up to | +| | | | | 25Mbps down/up | +| | | | | to 2Mbps up | +| | | | | Best Choice For | +| | | | | Product Best | +| | | | | Choice For | +| | | | | Internet 10001 | +| | | | | It's Lightning- | +| | | | | fast Internet | +| | | | | 5001 Internet | +| | | | | 3001 Internet | +| | | | | 1001 Excellent | +| | | | | for connecting | +| | | | | multiple | +| | | | | devices, | +| | | | | getting the | +| | | | | ultimate gaming | +| | | | | experience, | +| | | | | streaming and | +| | | | | downloading HD | +| | | | | video quicker | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 71 | [] | How can a | If a | Content: . | +| | | customer | customer is | ​Customer | +| | | return a | not | Expectations¶ | +| | | Cell Booster | satisfied | ¶ Advise the | +| | | or Cell | with the | customer:¶ ¶ | +| | | Booster Pro | Cell Booster | Of their | +| | | device? | or Cell | installation | +| | | | Booster Pro, | date and | +| | | | they may | timeExpect an | +| | | | return the | email from | +| | | | device. The | Field Services | +| | | | customer | Installation | +| | | | should | team providing | +| | | | deactivate | Cell Booster | +| | | | their Cell | pro | +| | | | Booster or | documentation | +| | | | Cell Booster | including | +| | | | Pro device | Installation | +| | | | in the | requirements, | +| | | | customer Web | Network | +| | | | portal | (Broadband | +| | | | accessible | Internet) | +| | | | via att.com/ | requirements, | +| | | | cellbooster | Scope of Work | +| | | | and return | including Roles | +| | | | the device | & Responsibilit | +| | | | in the | ies | +| | | | original | Installation | +| | | | packaging | manager | +| | | | with all | contacts | +| | | | original | customer 48 | +| | | | contents | hours prior to | +| | | | using the | installation to | +| | | | return label | confirm | +| | | | included in | scheduled | +| | | | the original | appointment To | +| | | | shipment. If | expect a | +| | | | the customer | courtesy call | +| | | | cannot | from the AT&T | +| | | | locate the | Field Service | +| | | | return | technician 24 | +| | | | label, they | hours prior to | +| | | | can refer to | their | +| | | | Equipment | appointment¶ | +| | | | Returns - | Provide the | +| | | | BCSS. | customer their | +| | | | Restocking | OPUS order | +| | | | fees apply, | number. Advise | +| | | | and the | the customer of | +| | | | customer | these | +| | | | will be | requirements | +| | | | refunded for | for | +| | | | the original | installation:¶ | +| | | | device to | Make sure the | +| | | | the original | area is | +| | | | form of | clear.The | +| | | | payment | device needs to | +| | | | within 1-2 | be present at | +| | | | bill cycles | installation | +| | | | from the | location.The | +| | | | date the | device needs to | +| | | | device is | be registered | +| | | | received at | and activated | +| | | | the | by the customer | +| | | | warehouse. | prior to or at | +| | | | | time of | +| | | | | installation | +| | | | | The customer | +| | | | | transport | +| | | | | requirements | +| | | | | have been met | +| | | | | (see Technical | +| | | | | Guide for | +| | | | | requirements) | +| | | | | If the device | +| | | | | is determined | +| | | | | to be defective | +| | | | | during installa | +| | | | | tion/activation | +| | | | | , the | +| | | | | technician does | +| | | | | not have | +| | | | | additional | +| | | | | devices on | +| | | | | hand:¶ The | +| | | | | customer needs | +| | | | | to process a | +| | | | | Warranty | +| | | | | Exchange to | +| | | | | receive a | +| | | | | replacement | +| | | | | device.Review | +| | | | | Accessory BRE | +| | | | | processes, if | +| | | | | the install is | +| | | | | within 30 days | +| | | | | of the | +| | | | | purchase. ¶ | +| | | | | The technician | +| | | | | is available on | +| | | | | site until the | +| | | | | device is | +| | | | | active on the | +| | | | | network.¶ Back | +| | | | | to Top¶ | +| | | | | Buyer's Remorse | +| | | | | Exchange (BRE) | +| | | | | ¶ ¶ ¶ | +| | | | | Business and | +| | | | | FirstNet | +| | | | | Customers have | +| | | | | a 30 day window | +| | | | | to return the | +| | | | | device for a | +| | | | | full refund. | +| | | | | After 30 days, | +| | | | | the Business | +| | | | | and FirstNet | +| | | | | Customers | +| | | | | cannot return | +| | | | | the device for | +| | | | | a refund. After | +| | | | | the BRExchange | +| | | | | period for | +| | | | | Business | +| | | | | FirstNet | +| | | | | customers (30 | +| | | | | days) the | +| | | | | customer may | +| | | | | request a | +| | | | | Warranty | +| | | | | Exchange as a | +| | | | | replacement if | +| | | | | defective or | +| | | | | damaged. BRE | +| | | | | (exchange) | +| | | | | process for | +| | | | | Cell Booster | +| | | | | Products: There | +| | | | | is no custom | +| | | | | BRE flow for | +| | | | | Cell Booster | +| | | | | products. Reps | +| | | | | will need to | +| | | | | process return | +| | | | | and order a new | +| | | | | device to | +| | | | | fulfill an | +| | | | | exchange as per | +| | | | | the below: ¶ | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster: Cell | +| | | | | Booster can be | +| | | | | exchanged in | +| | | | | Retail Store | +| | | | | since AT&T | +| | | | | Retail Stores | +| | | | | carry inventory | +| | | | | in the Store. | +| | | | | In OPUS Retail, | +| | | | | there is a 2 | +| | | | | step process | +| | | | | for BRE. Rep | +| | | | | has to process | +| | | | | the device | +| | | | | return first | +| | | | | and then | +| | | | | purchase new | +| | | | | device. In | +| | | | | Retail, Manager | +| | | | | can do an | +| | | | | override to | +| | | | | reset the value | +| | | | | so customer is | +| | | | | not charged for | +| | | | | new device. | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | purchased | +| | | | | Online/DF | +| | | | | channels. Cell | +| | | | | Booster Pro an | +| | | | | all Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | cannot be | +| | | | | exchanged in | +| | | | | AT&T Retail | +| | | | | Stores since | +| | | | | Stores will not | +| | | | | carry this | +| | | | | inventory (only | +| | | | | Cell Booster is | +| | | | | stocked in | +| | | | | Retail Stores). | +| | | | | To process BRE, | +| | | | | Rep will need | +| | | | | to advise | +| | | | | customer to | +| | | | | return the | +| | | | | existing device | +| | | | | /accessory via | +| | | | | online return | +| | | | | process and | +| | | | | then rep can | +| | | | | order a new dev | +| | | | | ice/accessory | +| | | | | once return has | +| | | | | been processed. | +| | | | | Customer will | +| | | | | receive refund | +| | | | | for the initial | +| | | | | device once | +| | | | | return is | +| | | | | received and | +| | | | | processed by | +| | | | | AT&T.¶ If | +| | | | | Installation | +| | | | | was Ordered | +| | | | | Then But not | +| | | | | installed on | +| | | | | the original | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Submi | +| | | | | t an Unable to | +| | | | | Complete | +| | | | | Transaction. ¶ | +| | | | | Perform the | +| | | | | BRExchange and | +| | | | | order an | +| | | | | installation | +| | | | | during the | +| | | | | flow. ¶ Follow | +| | | | | rescheduling | +| | | | | installation | +| | | | | process. ¶ And | +| | | | | install | +| | | | | completed on | +| | | | | the original | +| | | | | device, and the | +| | | | | customer | +| | | | | declines to | +| | | | | self-install | +| | | | | the new device | +| | | | | Order an | +| | | | | installation | +| | | | | for the new | +| | | | | device during | +| | | | | the BRExchange | +| | | | | flow. Heads | +| | | | | up: the | +| | | | | customer should | +| | | | | be billed for | +| | | | | this if pro- | +| | | | | install was not | +| | | | | included | +| | | | | initially. But | +| | | | | not installed, | +| | | | | and the | +| | | | | customer | +| | | | | activated the | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Credi | +| | | | | t the customer | +| | | | | for the | +| | | | | installation | +| | | | | charge.¶ See | +| | | | | Clarify Credits | +| | | | | and Adjustments | +| | | | | Policy and | +| | | | | Submission | +| | | | | Process - | +| | | | | BCSS.¶ Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | But not | +| | | | | installed, and | +| | | | | the device was | +| | | | | not activated | +| | | | | by the customer | +| | | | | ¶ Re-schedule | +| | | | | the existing | +| | | | | installation | +| | | | | appointment to | +| | | | | coincide with | +| | | | | the delivery of | +| | | | | the new | +| | | | | device.Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | They will be | +| | | | | charged for the | +| | | | | exchanged | +| | | | | device.To | +| | | | | return the | +| | | | | device in the | +| | | | | original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Inform the | +| | | | | customer they | +| | | | | will be | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Back to Top¶ | +| | | | | Returns ¶ ¶ ¶ | +| | | | | If a customer | +| | | | | is not | +| | | | | satisfied with | +| | | | | the Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro, | +| | | | | they may return | +| | | | | the device.¶ ¶ | +| | | | | Advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device in the | +| | | | | customer Web | +| | | | | portal | +| | | | | accessible:¶ ¶ | +| | | | | att.com/cellboo | +| | | | | ster To return | +| | | | | the device in | +| | | | | the original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents | +| | | | | Source: | +| | | | | Content: using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Restocking fees | +| | | | | apply. Inform | +| | | | | the customer | +| | | | | they are | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Cancel Service¶ | +| | | | | ¶ If a | +| | | | | customer | +| | | | | requests to | +| | | | | cancel their | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro Service, | +| | | | | advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device via the | +| | | | | customer Web | +| | | | | portal.¶ ¶ at | +| | | | | t.com/cellboost | +| | | | | er Use the | +| | | | | mobile | +| | | | | app/portal to | +| | | | | select the | +| | | | | location and | +| | | | | device and | +| | | | | select | +| | | | | disconnect on | +| | | | | the device | +| | | | | screen. Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro | +| | | | | devices do not | +| | | | | have service | +| | | | | plans or any | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charges, | +| | | | | therefore there | +| | | | | is no billing | +| | | | | impact to | +| | | | | disconnecting. | +| | | | | ETFs (early | +| | | | | termination | +| | | | | fees) do not | +| | | | | apply. | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment ¶ | +| | | | | ¶ ¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to | +| | | | | change/cancel | +| | | | | their | +| | | | | installation | +| | | | | appointment, | +| | | | | bridge the call | +| | | | | to Cell Booster | +| | | | | or Cell Booster | +| | | | | Pro using the | +| | | | | speed dial | +| | | | | located in the | +| | | | | Directory Tool | +| | | | | and remain on | +| | | | | the line until | +| | | | | the | +| | | | | change/cancel | +| | | | | request is | +| | | | | completed.¶ ¶ | +| | | | | Enhanced Care ¶ | +| | | | | ¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to change or | +| | | | | cancel their | +| | | | | installation | +| | | | | appointment | +| | | | | during SMART | +| | | | | Chat hours of | +| | | | | operation:¶ ¶ | +| | | | | Open SMART | +| | | | | Chat. Log in | +| | | | | via AT&T Global | +| | | | | Logon. Select | +| | | | | the Agent tab. | +| | | | | Select | +| | | | | Workgroup to | +| | | | | Chat: Abfs- | +| | | | | dispatch. | +| | | | | Select Request | +| | | | | Type: Dispatch. | +| | | | | Select Purpose: | +| | | | | Time Reporting. | +| | | | | Select the | +| | | | | Center. SMART | +| | | | | Chat Hours of | +| | | | | Operation - ET | +| | | | | If the Customer | +| | | | | is Located in | +| | | | | Then 8 a.m. - | +| | | | | 6 p.m. AL, TN, | +| | | | | FL, GA, KY, LA, | +| | | | | MI, NC, SC | +| | | | | Select Non-Tech | +| | | | | 9 States > | +| | | | | Chat. 7:30 | +| | | | | a.m. - 8 p.m. | +| | | | | All other | +| | | | | states Select | +| | | | | Non-Tech 41 | +| | | | | States > Chat. | +| | | | | ¶ Access the | +| | | | | ESS Dashboard.S | +| | | | | elect AT&T | +| | | | | MetroCell from | +| | | | | the drop-down | +| | | | | menu.Press | +| | | | | Ctrl+F and | +| | | | | enter the | +| | | | | company name in | +| | | | | the search | +| | | | | field.Capture | +| | | | | the CSO/SSO | +| | | | | ticket number.¶ | +| | | | | ¶ If the | +| | | | | customer is | +| | | | | requesting to:¶ | +| | | | | ¶ Cancel their | +| | | | | installation | +| | | | | appointment - | +| | | | | Proceed to step | +| | | | | 8.Change their | +| | | | | installation | +| | | | | appointment - | +| | | | | Proceed to step | +| | | | | 9.¶ ¶ Cancel | +| | | | | Install | +| | | | | Appointment | +| | | | | Heads Up: | +| | | | | Installation | +| | | | | charges will | +| | | | | hit the | +| | | | | customer bill. | +| | | | | If customer | +| | | | | cancels the | +| | | | | install, a | +| | | | | credit should | +| | | | | be issued once | +| | | | | the bill with | +| | | | | the charges is | +| | | | | rendered ¶ ¶ | +| | | | | In the chat | +| | | | | field, enter:¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket #OPUS | +| | | | | order | +| | | | | numberCancel | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | installation | +| | | | | appointment per | +| | | | | customer | +| | | | | request¶ ¶ | +| | | | | Provide | +| | | | | confirmation to | +| | | | | the caller the | +| | | | | installation | +| | | | | appointment is | +| | | | | cancelled and | +| | | | | close the | +| | | | | call.¶ ¶ | +| | | | | Change Install | +| | | | | Appointment¶ ¶ | +| | | | | In the chat | +| | | | | field, enter:¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket #OPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install dateNew | +| | | | | install date | +| | | | | requested¶ ¶ | +| | | | | Provide the | +| | | | | caller with the | +| | | | | new | +| | | | | installation | +| | | | | date/time and | +| | | | | close the | +| | | | | call.¶ If a | +| | | | | customer calls | +| | | | | in requesting | +| | | | | to change or | +| | | | | cancel their | +| | | | | installation | +| | | | | appointment | +| | | | | after SMART | +| | | | | Chat hours of | +| | | | | operation:¶ ¶ | +| | | | | Create a | +| | | | | commitment. | +| | | | | When you | +| | | | | receive | +| | | | | confirmation | +| | | | | from the | +| | | | | appropriate | +| | | | | team, call or | +| | | | | email the | +| | | | | customer to | +| | | | | confirm the | +| | | | | appointment was | +| | | | | set and close | +| | | | | the commitment. | +| | | | | If After Hours | +| | | | | and the | +| | | | | Customer is | +| | | | | Located in | +| | | | | Then Include | +| | | | | in the E-mail | +| | | | | Change Install | +| | | | | Appointment | +| | | | | Cancel Install | +| | | | | Appointment | +| | | | | AL, TN, FL, GA, | +| | | | | KY, LA, MI, NC, | +| | | | | SC Email BCS | +| | | | | Ops Dispatch. | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket | +| | | | | numberOPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install dateNew | +| | | | | install date re | +| | | | | questedRequest | +| | | | | Confirmation | +| | | | | response email | +| | | | | from this team¶ | +| | | | | ¶ Company | +| | | | | nameContact | +| | | | | nameContact | +| | | | | numberCSO/SSO | +| | | | | ticket | +| | | | | numberOPUS | +| | | | | order | +| | | | | numberCurrent | +| | | | | install | +| | | | | dateCancel Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | installation | +| | | | | appointment per | +| | | | | customer | +| | | | | requestRequest | +| | | | | Confirmation | +| | | | | response email | +| | | | | from this team¶ | +| | | | | All other | +| | | | | states Email | +| | | | | BCC STATUS. | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: The | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro serve as a | +| | | | | small 4G LTE | +| | | | | cell tower in | +| | | | | the home or | +| | | | | office that | +| | | | | uses the | +| | | | | customer's | +| | | | | broadband | +| | | | | Internet | +| | | | | connection to | +| | | | | carry the call | +| | | | | or data traffic | +| | | | | to the AT&T | +| | | | | network when | +| | | | | customers | +| | | | | experience | +| | | | | difficulty with | +| | | | | in-home | +| | | | | coverage. | +| | | | | Important | +| | | | | Provisioning | +| | | | | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | ++----+--------------+----------------+----------------+-------------------+ +| 72 | [] | What is a | A cell | Content: The | +| | | cell | booster is a | AT&T Cell | +| | | booster? | device that | Booster and | +| | | | serves as a | Cell Booster | +| | | | small 4G LTE | Pro serve as a | +| | | | cell tower | small 4G LTE | +| | | | in the home | cell tower in | +| | | | or office | the home or | +| | | | that uses | office that | +| | | | the | uses the | +| | | | customer's | customer's | +| | | | broadband | broadband | +| | | | Internet | Internet | +| | | | connection | connection to | +| | | | to carry the | carry the call | +| | | | call or data | or data traffic | +| | | | traffic to | to the AT&T | +| | | | the AT&T | network when | +| | | | network when | customers | +| | | | customers | experience | +| | | | experience | difficulty with | +| | | | difficulty | in-home | +| | | | with in-home | coverage. | +| | | | coverage. | Important | +| | | | (Source: | Provisioning | +| | | | context) | Note: AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro are | +| | | | | provisioned as | +| | | | | an accessory. | +| | | | | Go to the | +| | | | | Accessory Tab | +| | | | | in OPUS and | +| | | | | search via the | +| | | | | SKU's (Cell | +| | | | | Booster - 6968C | +| | | | | / Cell Booster | +| | | | | Pro - 6276D). | +| | | | | What's New | +| | | | | Specifications | +| | | | | Requirements | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Mobile App Web | +| | | | | Portal Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Pricing FAQ | +| | | | | What's New | +| | | | | 08/30/2022: | +| | | | | Starting in | +| | | | | September, AT&T | +| | | | | will be | +| | | | | emailing | +| | | | | customers in | +| | | | | the following | +| | | | | scenarios | +| | | | | listed below in | +| | | | | an attempt for | +| | | | | them to activat | +| | | | | e/connect their | +| | | | | devices: | +| | | | | Scenario 1 - | +| | | | | Cell Booster | +| | | | | Pro didn’t come | +| | | | | back online | +| | | | | after | +| | | | | maintenance | +| | | | | Scenario 2 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but the | +| | | | | device is not | +| | | | | active | +| | | | | Scenario 3 - | +| | | | | Customer has | +| | | | | registered the | +| | | | | Cell Booster | +| | | | | Pro but AT&T is | +| | | | | not able to | +| | | | | activate the | +| | | | | device | +| | | | | Scenario 4 - | +| | | | | Cell Booster | +| | | | | Pro GPS | +| | | | | connection | +| | | | | preventing | +| | | | | improved | +| | | | | coverage | +| | | | | Scenario 5 - | +| | | | | Customer | +| | | | | purchased a | +| | | | | Cell Booster | +| | | | | Pro and has not | +| | | | | yet plugged in, | +| | | | | registered, and | +| | | | | activated | +| | | | | device Email | +| | | | | Samples (click | +| | | | | and then | +| | | | | download to | +| | | | | view all the | +| | | | | samples) For | +| | | | | customers who | +| | | | | have indoor | +| | | | | wireless | +| | | | | coverage | +| | | | | issues, AT&T | +| | | | | launched the | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | keep them | +| | | | | connected to | +| | | | | what's | +| | | | | important to | +| | | | | them. These | +| | | | | devices are 4G | +| | | | | LTE capable, | +| | | | | managed thru an | +| | | | | app/web portal | +| | | | | and available | +| | | | | to all customer | +| | | | | types. We are | +| | | | | following up | +| | | | | with these | +| | | | | customers to | +| | | | | ensure these | +| | | | | devices are | +| | | | | connected so | +| | | | | they have | +| | | | | improved | +| | | | | coverage, which | +| | | | | will provide a | +| | | | | better customer | +| | | | | experience. | +| | | | | Back to Top | +| | | | | Specifications | +| | | | | Device Types | +| | | | | AT&T Cell | +| | | | | Booster AT&T | +| | | | | Cell Booster | +| | | | | Pro Number | +| | | | | of Users | +| | | | | 8 Note: These | +| | | | | users need to | +| | | | | have AT&T | +| | | | | wireless | +| | | | | service and | +| | | | | must be within | +| | | | | range to | +| | | | | connect.  The | +| | | | | admin does not | +| | | | | need to add or | +| | | | | grant access. | +| | | | | 64 | +| | | | | Preferred | +| | | | | Customer Type | +| | | | | Consumer, | +| | | | | available to | +| | | | | all types Ente | +| | | | | rprise/FirstNet | +| | | | | , available to | +| | | | | all types | +| | | | | Coverage Area | +| | | | | 3,000 square | +| | | | | feet     | +| | | | | 15,000 square | +| | | | | feet Alpha | +| | | | | Tag 4G LTE | +| | | | | Speed    4G | +| | | | | LTE - Depending | +| | | | | on Number of | +| | | | | Devices Using | +| | | | | Data Session, | +| | | | | Speeds may slow | +| | | | | Call Handoff | +| | | | | Calls that | +| | | | | start on AT&T | +| | | | | Wireless | +| | | | | Network will | +| | | | | handoff to Cell | +| | | | | Booster The | +| | | | | Customer's | +| | | | | Device will NOT | +| | | | | connect to the | +| | | | | Cell Booster | +| | | | | until the Call | +| | | | | has ended | +| | | | | Calls that | +| | | | | start on the | +| | | | | Cell Booster DO | +| | | | | handoff to the | +| | | | | AT&T Wireless | +| | | | | Network If | +| | | | | multiple Cell | +| | | | | Boosters, calls | +| | | | | will also | +| | | | | handoff to | +| | | | | other Cell | +| | | | | Boosters & | +| | | | | Pro.  | +| | | | | Return Period   | +| | | | |   The | +| | | | | Business CRU | +| | | | | return period | +| | | | | can vary | +| | | | | between 14 and | +| | | | | 30 days based | +| | | | | on the account | +| | | | | type.  If | +| | | | | shipped, the | +| | | | | BRE period | +| | | | | begins three | +| | | | | days after the | +| | | | | shipped date.  | +| | | | | Refer to | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Multiple Units | +| | | | | Yes, Max of 3 | +| | | | | per location. | +| | | | | Cannot | +| | | | | Mix/Match AT&T | +| | | | | and FirstNet | +| | | | | Cell Booster | +| | | | | Type at same | +| | | | | location | +| | | | | Dimensions | +| | | | | 7.5" x 8.3" x | +| | | | | 1.5", ~1 Kg | +| | | | | 9.5” X 9.5” X | +| | | | | 2.6”, ~2 Kg | +| | | | | Device Color | +| | | | | White White | +| | | | | Band Ports B4 | +| | | | | or B66 | +| | | | | FirstNet Cell | +| | | | | Booster Type = | +| | | | | (B2, B14)AT&T | +| | | | | Cell Booster | +| | | | | Type = (B2, | +| | | | | B66) & enabled | +| | | | | by Portal (App) | +| | | | | GPS Antenna | +| | | | | Integrated + | +| | | | | External | +| | | | | Integrated + | +| | | | | External | +| | | | | SKU 6968C | +| | | | | 6967D | +| | | | | Power Adapter | +| | | | | AC Adapter AC | +| | | | | Adapter | +| | | | | Mounting | +| | | | | Options Desk, | +| | | | | Wall Desk, | +| | | | | Wall, Ceiling | +| | | | | Price $229.99 | +| | | | | $699.99 | +| | | | | Professional | +| | | | | Installation- | +| | | | | Available for | +| | | | | Cell Booster | +| | | | | Pro Only   | +| | | | | Professional | +| | | | | Installation: | +| | | | | $700 Source: | +| | | | | Content: & | +| | | | | Cell Booster | +| | | | | Pro do not | +| | | | | qualify for | +| | | | | compensation or | +| | | | | ranker. They | +| | | | | are products | +| | | | | designed to | +| | | | | improve the | +| | | | | customers | +| | | | | experience and | +| | | | | reduce chargeba | +| | | | | cks. Provisioni | +| | | | | ng: | +| | | | | Provisioning:  | +| | | | | Step 1:  Go | +| | | | | into the | +| | | | | customer's | +| | | | | account Step | +| | | | | 2:  On the | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | go to | +| | | | | 'Sales', find | +| | | | | 'Shipping' and | +| | | | | choose 'OTHER' | +| | | | | Step 3:  Type | +| | | | | in the | +| | | | | description, | +| | | | | i.e. 'Cell | +| | | | | Booster' and it | +| | | | | will then come | +| | | | | up. Add it to | +| | | | | cart. Mobile | +| | | | | App Web Portal | +| | | | | The AT&T Cell | +| | | | | Booster  App is | +| | | | | free and | +| | | | | available in | +| | | | | the App Store, | +| | | | |  iTunes or the | +| | | | | customer can | +| | | | | scan the QB | +| | | | | code on the box | +| | | | | or the device | +| | | | | (recommended). | +| | | | | Standard data | +| | | | | rates apply | +| | | | | based on the | +| | | | | customer's | +| | | | | current data | +| | | | | subscription. | +| | | | | All customers | +| | | | | are required to | +| | | | | have the | +| | | | | appropriate | +| | | | | data plan for | +| | | | | their | +| | | | | device Use the | +| | | | | AT&T Cell | +| | | | | Booster App to: | +| | | | | Register and | +| | | | | activate a new | +| | | | | AT&T Cell | +| | | | | Booster App - | +| | | | | Screenshot | +| | | | | Manage | +| | | | | registered | +| | | | | devices: | +| | | | | Add/delete | +| | | | | location | +| | | | | address | +| | | | | Disconnect | +| | | | | device Manage | +| | | | | Notification | +| | | | | Settings | +| | | | | Add/delete | +| | | | | secondary Admin | +| | | | | User | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing | +| | | | | issues with the | +| | | | | AT&T Cell | +| | | | | Booster App to | +| | | | | BMTS (Business | +| | | | | Mobility Tech | +| | | | | Support) or | +| | | | | FNTS (FirstNet | +| | | | | Tech Support) | +| | | | | using the | +| | | | | Directory | +| | | | | Tool. BMTS and | +| | | | | FNTS: | +| | | | | Troubleshoot | +| | | | | AT&T Cell | +| | | | | Booster App | +| | | | | issues using | +| | | | | the AT&T Cell | +| | | | | Booster | +| | | | | Technical Guide | +| | | | | script.  Back | +| | | | | to Top Billing | +| | | | | and Internet | +| | | | | Registration | +| | | | | for AT&T DSL | +| | | | | and AT&T | +| | | | | Internet | +| | | | | Customers | +| | | | | Usage on the | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is billed | +| | | | | according to | +| | | | | the customer's | +| | | | | rate plan | +| | | | | and/or feature | +| | | | | just like if | +| | | | | the customer | +| | | | | was on AT&T | +| | | | | Wireless | +| | | | | Network. | +| | | | | Customer will | +| | | | | not see any | +| | | | | different | +| | | | | billing usage | +| | | | | when placing | +| | | | | calls/data | +| | | | | sessions on | +| | | | | Cell Booster or | +| | | | | Cell Booster | +| | | | | Pro. Call | +| | | | | detail is | +| | | | | available for | +| | | | | calls placed | +| | | | | while on the | +| | | | | AT&T Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro. | +| | | | | AT&T Internet | +| | | | | Customers with | +| | | | | an AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | usage does not | +| | | | | count toward | +| | | | | their AT&T | +| | | | | Internet | +| | | | | monthly data | +| | | | | usage. For | +| | | | | accurate | +| | | | | Internet | +| | | | | billing, | +| | | | | customers who | +| | | | | have both AT&T | +| | | | | Internet and an | +| | | | | AT&T Cell | +| | | | | Booster / Cell | +| | | | | Booster Pro | +| | | | | should register | +| | | | | their services | +| | | | | www.att.com/cel | +| | | | | lbooster. | +| | | | | Back to Top | +| | | | | Pricing AT&T | +| | | | | Cell Booster | +| | | | | Pro and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6967C  AT&T | +| | | | | Cell Booster | +| | | | | Pro (Gen 1-only | +| | | | | available for | +| | | | | CI, orders | +| | | | | prior to | +| | | | | 4/1/2022)) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 6276D  | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | (Gen | +| | | | | 2-Available for | +| | | | | GA, orders | +| | | | | after 4/1/2022) | +| | | | | $699.00  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4068Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Power Supply- | +| | | | | Gray $14.99 | +| | | | | Replacement | +| | | | | Part 4074Q | +| | | | | AT&T Cell | +| | | | | Booster Pro GPS | +| | | | | Antenna Black | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part 4086Q | +| | | | | AT&T Cell | +| | | | | Booster Pro | +| | | | | Mounting Kit | +| | | | | $4.99 | +| | | | | Replacement | +| | | | | Part 4770Q | +| | | | | AT&T Power Over | +| | | | | Ethernet | +| | | | | (PoE)++Splitter | +| | | | | $229.99 | +| | | | | Optional | +| | | | | 4624Q  AT&T | +| | | | | Cell Booster | +| | | | | Pro Desk Stand | +| | | | | $30.00 | +| | | | | Optional | +| | | | | 4771Q AT&T GPS | +| | | | | Antenna 65' | +| | | | | Extension Cable | +| | | | | $129.99 | +| | | | | Optional | +| | | | | CBPINSTLL AT&T | +| | | | | Cell Booster | +| | | | | Pro- | +| | | | | Professional | +| | | | | Installation | +| | | | | $700.00 Option | +| | | | | alProfessional | +| | | | | Installation | +| | | | | Charge **Only | +| | | | | available for | +| | | | | CRU liability | +| | | | | type and Cell | +| | | | | Booster Pro | +| | | | | product** | +| | | | | AT&T Cell | +| | | | | Booster and | +| | | | | Accessory Infor | +| | | | | mation/Pricing | +| | | | | SKU | +| | | | | Description | +| | | | | Price Type | +| | | | | 6968C  AT&T | +| | | | | Cell Booster | +| | | | | $229.99  | +| | | | | Device | +| | | | | (customer an | +| | | | | purchase up to | +| | | | | 3) 4069Q | +| | | | | AT&T Cell | +| | | | | Booster GPS | +| | | | | Antenna  | +| | | | | $12.99 | +| | | | | Replacement | +| | | | | Part | +| | | | | Source: | +| | | | | Content: Back | +| | | | | to Top | +| | | | | Requirements | +| | | | | Equipment - | +| | | | | Compatible | +| | | | | equipment | +| | | | | includes the | +| | | | | following: | +| | | | | 5G Sub-6GHz, | +| | | | | 5G+ (mmWave), | +| | | | | 4G LTE, or LTE- | +| | | | | capable phones | +| | | | | Connected | +| | | | | Wearables, | +| | | | | Tablets and | +| | | | | Laptops | +| | | | | Wireless Home | +| | | | | Phone: | +| | | | | Premier, | +| | | | | FirstNet | +| | | | | Central, and | +| | | | | myAT&T | +| | | | | Account:  The | +| | | | | customer must | +| | | | | have a | +| | | | | registered | +| | | | | myAT&T account. | +| | | | | Enterprise / | +| | | | | CRU and | +| | | | | FirstNet must | +| | | | | have Premier | +| | | | | and FirstNet | +| | | | | Central to | +| | | | | register and | +| | | | | manage the Cell | +| | | | | Boosters.  | +| | | | | Postpaid | +| | | | | Account - An | +| | | | | active postpaid | +| | | | | account is | +| | | | | required to | +| | | | | register the | +| | | | | AT&T Cell | +| | | | | Booster: If | +| | | | | a Prepaid | +| | | | | customers has a | +| | | | | myAT&T login, | +| | | | | they can regist | +| | | | | er/activate a | +| | | | | Cell Booster. | +| | | | | CRU customers | +| | | | | may purchase | +| | | | | the Cell | +| | | | | Booster, but | +| | | | | they must | +| | | | | activate on a C | +| | | | | onsumer/Signatu | +| | | | | re line. | +| | | | | Home Broadband | +| | | | | Internet  | +| | | | | AT&T Cell | +| | | | | Booster: | +| | | | | Minimum speeds | +| | | | | are 5Mbps | +| | | | | Download/1Mbps | +| | | | | Upload. | +| | | | | Recommended | +| | | | | speeds are 100 | +| | | | | Mbps/5 Mbps. | +| | | | | AT&T Cell | +| | | | | Booster Pro: | +| | | | | Minimum speeds | +| | | | | are 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload. The | +| | | | | requirements | +| | | | | change by | +| | | | | number of Pros | +| | | | | on location:  | +| | | | | 25Mbps | +| | | | | Download/5Mbps | +| | | | | Upload for 1 | +| | | | | Pro 30Mbps | +| | | | | Download/7Mbps | +| | | | | Upload for 2 | +| | | | | Pro's 35Mbps | +| | | | | Download/9MBps | +| | | | | Upload for 3 | +| | | | | Pro's | +| | | | | Customers can | +| | | | | test their | +| | | | | Internet speed | +| | | | | at http://www.a | +| | | | | tt.com/speedtes | +| | | | | t The AT&T | +| | | | | Cell Booster is | +| | | | | compatible with | +| | | | | any broadband | +| | | | | service with | +| | | | | the exception | +| | | | | of satellite | +| | | | | and wireless | +| | | | | broadband | +| | | | | (satellite and | +| | | | | wireless | +| | | | | broadband are | +| | | | | not | +| | | | | compatible). | +| | | | | The AT&T Cell | +| | | | | Booster | +| | | | | requires a | +| | | | | direct | +| | | | | connection to | +| | | | | the customer's | +| | | | | modem/router/ga | +| | | | | teway via an | +| | | | | Ethernet cable. | +| | | | | This requires | +| | | | | the customer | +| | | | | have an | +| | | | | available Local | +| | | | | Area Network | +| | | | | (LAN) port on | +| | | | | the modem/route | +| | | | | r/gateway for | +| | | | | connection to | +| | | | | the Cell | +| | | | | Booster. | +| | | | | Professional | +| | | | | Installations | +| | | | | Only the AT&T | +| | | | | Cell Booster | +| | | | | Pro is | +| | | | | available for | +| | | | | the | +| | | | | Professional | +| | | | | Installation.  | +| | | | | The cost is | +| | | | | $700 and is | +| | | | | only available | +| | | | | via OPUS | +| | | | | BCare/BSales | +| | | | | for Enterprise | +| | | | | and FirstNet | +| | | | | customers.   | +| | | | | Once an install | +| | | | | is scheduled, | +| | | | | the customer | +| | | | | will receive an | +| | | | | email with | +| | | | | confirmation | +| | | | | and contact | +| | | | | information in | +| | | | | the event they | +| | | | | need to | +| | | | | reschedule or | +| | | | | speak to the | +| | | | | installation | +| | | | | team. (make | +| | | | | sure the | +| | | | | customer checks | +| | | | | their SPAM | +| | | | | folder for the | +| | | | | email | +| | | | | notification if | +| | | | | they can’t find | +| | | | | it) AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Coverage Area - | +| | | | | The devices | +| | | | | must be | +| | | | | physically | +| | | | | located within | +| | | | | licensed AT&T | +| | | | | coverage area | +| | | | | and the | +| | | | | customer must | +| | | | | have an E911 | +| | | | | registered | +| | | | | physical | +| | | | | location | +| | | | | address. Post | +| | | | | office box and | +| | | | | rural route | +| | | | | addresses are | +| | | | | not valid: | +| | | | | Go to att.com/c | +| | | | | ellboostereligi | +| | | | | bility select | +| | | | | Check Service | +| | | | | Area to | +| | | | | determine | +| | | | | service | +| | | | | eligibility.  | +| | | | | Currently only | +| | | | | available in | +| | | | | Washington- | +| | | | | state and parts | +| | | | | of Idaho; | +| | | | | national launch | +| | | | | is planned for | +| | | | | 1Q 2022.   | +| | | | | GPS Lock - The | +| | | | | AT&T Cell | +| | | | | Booster must be | +| | | | | placed in a | +| | | | | location where | +| | | | | it can acquire | +| | | | | and maintain a | +| | | | | GPS Lock. The | +| | | | | device has the | +| | | | | best chance of | +| | | | | getting and | +| | | | | maintaining a | +| | | | | GPS Lock when | +| | | | | it is placed | +| | | | | within three | +| | | | | feet of a | +| | | | | window and has | +| | | | | an unobstructed | +| | | | | view of the | +| | | | | sky.  An | +| | | | | external GPS | +| | | | | antenna comes | +| | | | | in the Cell | +| | | | | Booster box and | +| | | | | can also be | +| | | | | connected to | +| | | | | the device and | +| | | | | attached to a | +| | | | | window | +| | | | | (adhesive on | +| | | | | antenna). The | +| | | | | devices use the | +| | | | | GPS system to | +| | | | | verify its | +| | | | | physical | +| | | | | location: If | +| | | | | the device is | +| | | | | unable to gain | +| | | | | a GPS Lock, it | +| | | | | attempts to | +| | | | | perform GPS | +| | | | | Bypass:  The | +| | | | | GPS Bypass uses | +| | | | | the signal from | +| | | | | neighboring | +| | | | | AT&T cell | +| | | | | towers in an | +| | | | | attempt to | +| | | | | verify the | +| | | | | physical | +| | | | | location of the | +| | | | | device. If the | +| | | | | AT&T Cell | +| | | | | Booster is able | +| | | | | to successfully | +| | | | | gain a GPS | +| | | | | Bypass the | +| | | | | physical | +| | | | | location can be | +| | | | | verified and | +| | | | | the activation | +| | | | | process | +| | | | | continues to | +| | | | | the next step. | +| | | | | If device | +| | | | | cannot acquire | +| | | | | a GPS lock and | +| | | | | cannot perform | +| | | | | GPS Bypass, | +| | | | | device cannot | +| | | | | proceed with | +| | | | | activation and | +| | | | | customer will | +| | | | | get an email | +| | | | | notification | +| | | | | and SMS text | +| | | | | informing that | +| | | | | location cannot | +| | | | | be determined | +| | | | | for their AT&T | +| | | | | Cell Booster. | +| | | | | Notification | +| | | | | will instruct | +| | | | | user to connect | +| | | | | the GPS antenna | +| | | | | in an attempt | +| | | | | to try to get a | +| | | | | GPS lock or | +| | | | | customer can | +| | | | | reach out to | +| | | | | customer | +| | | | | support for | +| | | | | help. | +| | | | | Back to Top | +| | | | | Positioning & | +| | | | | Provisioning | +| | | | | Position Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro to | +| | | | | Customers | +| | | | | Position the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro as | +| | | | | an alternative | +| | | | | for customers | +| | | | | who have in- | +| | | | | home coverage | +| | | | | issues who | +| | | | | already | +| | | | | tried Wi-Fi | +| | | | | Calling - BCSS. | +| | | | | Who have | +| | | | | already checked | +| | | | | with Customer | +| | | | | Care and | +| | | | | finished troubl | +| | | | | eshooting. | +| | | | | Important: AT&T | +| | | | | Cell Booster | +| | | | | Source: | +| | | | | Content: Cell | +| | | | | Booster Pro | +| | | | | Only) | +| | | | | Customers that | +| | | | | activate a Cell | +| | | | | Booster Pro | +| | | | | will have | +| | | | | access to view | +| | | | | performance | +| | | | | reports. This | +| | | | | feature allows | +| | | | | customers to | +| | | | | see a 13-month | +| | | | | report that | +| | | | | displays | +| | | | | wireless usage | +| | | | | for that Cell | +| | | | | Booster Pro | +| | | | | Performance | +| | | | | Reports will | +| | | | | only be | +| | | | | displayed for | +| | | | | Cell Booster | +| | | | | Pro and not | +| | | | | available for | +| | | | | Cell Booster. | +| | | | | To access the | +| | | | | performance | +| | | | | reports, from | +| | | | | the Home page, | +| | | | | click Settings | +| | | | | > Performance | +| | | | | Reports. ¶ | +| | | | | Back to Top ¶ | +| | | | | Impersonation | +| | | | | Web Tool | +| | | | | (Internal) The | +| | | | | AT&T Cell | +| | | | | Booster | +| | | | | app/portal is | +| | | | | the primary | +| | | | | portal for | +| | | | | customers to | +| | | | | use to activate | +| | | | | and manage | +| | | | | their Cell | +| | | | | Booster device. | +| | | | | For troubleshoo | +| | | | | ting, agents | +| | | | | can impersonate | +| | | | | or mimic the | +| | | | | customer in the | +| | | | | app/portal and | +| | | | | have access to | +| | | | | the same view | +| | | | | and functions | +| | | | | as the | +| | | | | customer.¶ To | +| | | | | access the | +| | | | | customer | +| | | | | app/portal, the | +| | | | | agent will | +| | | | | query the | +| | | | | customer using | +| | | | | the customer's | +| | | | | existing Login | +| | | | | ID used to | +| | | | | access the Cell | +| | | | | Booster | +| | | | | app/portal. | +| | | | | Follow the | +| | | | | steps below to | +| | | | | impersonate | +| | | | | using the | +| | | | | Impersonation | +| | | | | Tool:¶ ¶ | +| | | | | Access the | +| | | | | tool: https://c | +| | | | | ellbooster.aws. | +| | | | | cloud.att.com/s | +| | | | | upportContent/i | +| | | | | ndex.html | +| | | | | Login using | +| | | | | AT&T Global | +| | | | | Login Select | +| | | | | the Customer | +| | | | | Type from the | +| | | | | drop-down: | +| | | | | Customer, | +| | | | | Business or | +| | | | | FirstNet | +| | | | | Customer Type - | +| | | | | Screenshot. | +| | | | | Input the Login | +| | | | | ID and click | +| | | | | Impersonate to | +| | | | | see all Cell | +| | | | | Boosters | +| | | | | associated with | +| | | | | the customer | +| | | | | profile Login | +| | | | | ID - | +| | | | | Screenshot.¶ | +| | | | | If the user has | +| | | | | a registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear | +| | | | | Registered User | +| | | | | - Screenshot.If | +| | | | | the user does | +| | | | | not have a | +| | | | | registered | +| | | | | device | +| | | | | associated to | +| | | | | their Login | +| | | | | ID/Profile, the | +| | | | | following | +| | | | | screen will | +| | | | | appear Non- | +| | | | | Registered User | +| | | | | - Screenshot.¶ | +| | | | | Note: The | +| | | | | customer must | +| | | | | accept the | +| | | | | Terms and | +| | | | | Conditions when | +| | | | | registering | +| | | | | their first | +| | | | | device. The | +| | | | | agent cannot | +| | | | | perform this on | +| | | | | behalf of the | +| | | | | user. The Terms | +| | | | | and Conditions | +| | | | | need to be | +| | | | | accepted before | +| | | | | an agent can | +| | | | | perform any | +| | | | | impersonation. | +| | | | | ¶ ¶ Login | +| | | | | ID:¶ ¶ Agents | +| | | | | should see the | +| | | | | Login ID | +| | | | | associated to | +| | | | | the user in | +| | | | | TSRM. The Login | +| | | | | ID will be | +| | | | | returned to | +| | | | | TSRM UI (via | +| | | | | ISSAC WF) when | +| | | | | the agent | +| | | | | queries the | +| | | | | Cell Booster | +| | | | | Portal data by | +| | | | | mobile number | +| | | | | or serial | +| | | | | number. The | +| | | | | Login ID will | +| | | | | also be | +| | | | | displayed in | +| | | | | Torch under | +| | | | | Device | +| | | | | Information | +| | | | | under the | +| | | | | Customer Login | +| | | | | ID field. TORCH | +| | | | | Login ID - | +| | | | | Screenshot The | +| | | | | agent can ask | +| | | | | the customer or | +| | | | | search via any | +| | | | | HALO tools | +| | | | | What if the | +| | | | | user's Login ID | +| | | | | has changed?¶ | +| | | | | The user or | +| | | | | Admin will have | +| | | | | to go into the | +| | | | | Cell Booster | +| | | | | Portal and add | +| | | | | another admin | +| | | | | user with the | +| | | | | new Login ID | +| | | | | and delete the | +| | | | | existing | +| | | | | user/admin¶ | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | & Device | +| | | | | Support ¶ | +| | | | | Roles¶ ¶ | +| | | | | BMC/BME General | +| | | | | Care can assist | +| | | | | customers with | +| | | | | general AT&T | +| | | | | Cell Booster | +| | | | | inquiries and | +| | | | | billing | +| | | | | support¶ ¶ | +| | | | | Transfer | +| | | | | customers | +| | | | | experiencing an | +| | | | | issue with | +| | | | | their AT&T Cell | +| | | | | Booster to BMTS | +| | | | | using the | +| | | | | Directory Tool¶ | +| | | | | BMTS provides | +| | | | | troubleshooting | +| | | | | assistance for | +| | | | | all AT&T Cell | +| | | | | Booster issues | +| | | | | using the AT&T | +| | | | | Cell Booster | +| | | | | Technical Guide | +| | | | | script (TS&R - | +| | | | | Troubleshoot & | +| | | | | Resolve Tool - | +| | | | | ETA TBD)¶ For | +| | | | | more | +| | | | | information on | +| | | | | troubleshooting | +| | | | | connectivity | +| | | | | issues, refer | +| | | | | to AT&T Cell | +| | | | | Booster: | +| | | | | Broadband | +| | | | | Internet | +| | | | | Connectivity Tr | +| | | | | oubleshooting¶ | +| | | | | ¶ Source: | +| | | | | Content: Jump | +| | | | | to: Customer | +| | | | | Support | Order | +| | | | | Installation | +| | | | | Only | BRE | +| | | | | Exchange | | +| | | | | Returns | | +| | | | | Change/Cancel | +| | | | | Installation | +| | | | | Appointment¶ ¶ | +| | | | | Use this | +| | | | | article to | +| | | | | assist | +| | | | | customers | +| | | | | calling about | +| | | | | the AT&T Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro. For a list | +| | | | | of AT&T AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | features and | +| | | | | plans, see AT&T | +| | | | | Cell Booster & | +| | | | | Cell Booster | +| | | | | Pro – BCSS.¶ ¶ | +| | | | | Along with | +| | | | | Enhanced Care, | +| | | | | the BMTS | +| | | | | representative | +| | | | | should be also | +| | | | | familiar with | +| | | | | the processes | +| | | | | listed below to | +| | | | | assist AT&T | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | customers. | +| | | | | Ordering OPUS | +| | | | | Flow: OPUS is | +| | | | | using the | +| | | | | standard | +| | | | | Accessory flow | +| | | | | to order Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro. | +| | | | | However, for | +| | | | | existing | +| | | | | customers, on | +| | | | | the customer | +| | | | | summary screen, | +| | | | | you will see | +| | | | | tiles / links | +| | | | | for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and | +| | | | | Installation | +| | | | | only; selecting | +| | | | | the option will | +| | | | | drive the | +| | | | | accessory flow. | +| | | | | With Cell | +| | | | | Booster Pro, | +| | | | | you will | +| | | | | receive a popup | +| | | | | message asking | +| | | | | if Pro Install | +| | | | | is required. | +| | | | | Cell Booster | +| | | | | Pro | +| | | | | Professional | +| | | | | Installation | +| | | | | Process – | +| | | | | Professional | +| | | | | Installation is | +| | | | | only available | +| | | | | for Cell | +| | | | | Booster Pro CRU | +| | | | | customers | +| | | | | (Business and | +| | | | | FirstNet). ¶ ¶ | +| | | | | When ordering | +| | | | | Cell Booster | +| | | | | Pro using the | +| | | | | hyperlink on | +| | | | | the OPUS | +| | | | | Customer | +| | | | | Summary screen, | +| | | | | a window will | +| | | | | popup offering | +| | | | | an optional | +| | | | | professional | +| | | | | installation. | +| | | | | Selecting yes | +| | | | | will include | +| | | | | the | +| | | | | professional | +| | | | | installation in | +| | | | | the OPUS buy | +| | | | | flow. Users | +| | | | | also have the | +| | | | | option to an | +| | | | | install only | +| | | | | order. There | +| | | | | is a onetime | +| | | | | charge for | +| | | | | Professional | +| | | | | Installation. | +| | | | | Customer | +| | | | | Support ¶ ¶ ¶ | +| | | | | If the Customer | +| | | | | Then Requests | +| | | | | general | +| | | | | information | +| | | | | about the AT&T | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | device, | +| | | | | features, and | +| | | | | plans For | +| | | | | information on | +| | | | | device, | +| | | | | features, and | +| | | | | plans, refer to | +| | | | | AT&T Cell | +| | | | | Booster & Cell | +| | | | | Booster Pro – | +| | | | | BCSS. Wants to | +| | | | | purchase an | +| | | | | AT&T Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | Customers can | +| | | | | either go | +| | | | | through their | +| | | | | Sales Rep, | +| | | | | Account | +| | | | | Manager, BCSS, | +| | | | | or self-serve | +| | | | | ordering online | +| | | | | via Premier and | +| | | | | MyATT.com. If | +| | | | | the customer | +| | | | | brings | +| | | | | additional | +| | | | | inquires and | +| | | | | need to connect | +| | | | | with their | +| | | | | account team- | +| | | | | please follow | +| | | | | the process | +| | | | | below. Refer | +| | | | | the customer to | +| | | | | their AT&T | +| | | | | account | +| | | | | manager, but do | +| | | | | not provide the | +| | | | | AT&T account | +| | | | | manager name to | +| | | | | the caller.¶ ¶ | +| | | | | If the customer | +| | | | | does not know | +| | | | | who their AT&T | +| | | | | account manager | +| | | | | is:¶ ¶ Log | +| | | | | into FaST via | +| | | | | Link | +| | | | | Center.Enter | +| | | | | the customer's | +| | | | | FAN and select | +| | | | | Search.Select | +| | | | | on the company | +| | | | | hyperlink.Selec | +| | | | | t AT&T | +| | | | | Contacts.Place | +| | | | | the customer on | +| | | | | hold and make | +| | | | | an outbound | +| | | | | call to the | +| | | | | AT&T account | +| | | | | manager using | +| | | | | the Outbound | +| | | | | Call Account | +| | | | | Access (VID) | +| | | | | Guidelines - | +| | | | | BCSS.¶ Wants | +| | | | | to move the | +| | | | | Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | from BAN to BAN | +| | | | | ¶ When adding | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro to a new | +| | | | | BAN, create the | +| | | | | new BAN prior | +| | | | | to performing | +| | | | | these steps.¶ | +| | | | | ¶ Customer | +| | | | | Instructions¶ | +| | | | | ¶ Deactivate | +| | | | | all Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro devices | +| | | | | attached to the | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | through the | +| | | | | customer Web | +| | | | | portal via att. | +| | | | | com/cellbooster | +| | | | | Power down the | +| | | | | device.After | +| | | | | the device is | +| | | | | deactivated, | +| | | | | contact the | +| | | | | AT&T account | +| | | | | manager to | +| | | | | create a new | +| | | | | Cell Booster | +| | | | | and Cell | +| | | | | Booster Pro | +| | | | | Group number | +| | | | | (psuedo CTN) on | +| | | | | the new BAN, | +| | | | | treating the | +| | | | | device as a | +| | | | | BYOD.¶ Wants | +| | | | | to move a Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro to | +| | | | | another | +| | | | | location If | +| | | | | the Cell | +| | | | | Booster and | +| | | | | Cell Booster | +| | | | | Pro is Being | +| | | | | Moved to a | +| | | | | Then Different | +| | | | | area of an | +| | | | | existing | +| | | | | address | +| | | | | location ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving to the | +| | | | | new | +| | | | | location.After | +| | | | | installing the | +| | | | | device in the | +| | | | | relocated area, | +| | | | | the customer | +| | | | | updates the | +| | | | | location (for | +| | | | | example, floor | +| | | | | number, suite | +| | | | | number) in the | +| | | | | customer Web | +| | | | | portal:¶ att.c | +| | | | | om/cellbooster | +| | | | | This ensures | +| | | | | the address is | +| | | | | accurate for | +| | | | | emergency | +| | | | | services to | +| | | | | respond to the | +| | | | | correct address | +| | | | | location.¶ ¶ | +| | | | | Different area | +| | | | | of an existing | +| | | | | address | +| | | | | location that | +| | | | | is outside of a | +| | | | | 1,000 meter | +| | | | | distance from | +| | | | | original | +| | | | | location ¶ | +| | | | | All Moves are | +| | | | | handled via the | +| | | | | Cell Booster | +| | | | | Portal using | +| | | | | address | +| | | | | location update | +| | | | | function. Cell | +| | | | | Booster Pro app | +| | | | | or Web Portal | +| | | | | is used to do | +| | | | | this. No | +| | | | | orders required | +| | | | | in OPUS. All | +| | | | | handled through | +| | | | | the cell | +| | | | | booster pro | +| | | | | mobile | +| | | | | app/portal for | +| | | | | both (inside | +| | | | | the same | +| | | | | location or to | +| | | | | a new | +| | | | | location). ¶ | +| | | | | ¶ att.com/cell | +| | | | | booster ¶ New | +| | | | | street address | +| | | | | location where | +| | | | | there is no | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | Different | +| | | | | address | +| | | | | location where | +| | | | | there is an | +| | | | | existing Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro ¶ | +| | | | | A maximum of | +| | | | | three Cell | +| | | | | Booster/Cell | +| | | | | Booster Pro | +| | | | | devices are | +| | | | | allowed as a | +| | | | | group at an | +| | | | | address | +| | | | | location.¶ ¶ | +| | | | | Ask the | +| | | | | customer to | +| | | | | power down the | +| | | | | device prior to | +| | | | | moving Source: | ++----+--------------+----------------+----------------+-------------------+ +| 73 | [] | What time | I don't | Content: | +| | | should an | know. | statement.Of | +| | | installation | | the | +| | | appointment | | cancellation | +| | | not be | | effective | +| | | scheduled | | date.ETF | +| | | for? | | waivers are | +| | | | | used in the | +| | | | | order the | +| | | | | actual | +| | | | | cancellation is | +| | | | | completed. For | +| | | | | all future | +| | | | | dated | +| | | | | cancellations, | +| | | | | any requests | +| | | | | processed prior | +| | | | | to that date | +| | | | | would impact | +| | | | | the | +| | | | | availability of | +| | | | | the waivers. On | +| | | | | all applicable | +| | | | | charges and | +| | | | | fees (such as | +| | | | | early | +| | | | | termination | +| | | | | fees, final | +| | | | | MRC, airtime). | +| | | | | ¶ Accounts | +| | | | | billed in | +| | | | | advance - The | +| | | | | MRCs and | +| | | | | airtime do not | +| | | | | prorate even if | +| | | | | the service | +| | | | | cancels before | +| | | | | the bill-cycle | +| | | | | end date. | +| | | | | Accounts billed | +| | | | | in arrears - | +| | | | | The MRCs | +| | | | | prorate if the | +| | | | | service cancels | +| | | | | before the end | +| | | | | of the bill | +| | | | | cycle.The | +| | | | | pricing on | +| | | | | other group | +| | | | | lines may be | +| | | | | subject to | +| | | | | change on end | +| | | | | of bill cycle.¶ | +| | | | | Once the | +| | | | | cancellation | +| | | | | date is set, | +| | | | | customers | +| | | | | should not make | +| | | | | additional | +| | | | | changes to | +| | | | | service (for | +| | | | | example, | +| | | | | add/delete | +| | | | | features, | +| | | | | change rate | +| | | | | plans).Complete | +| | | | | any anticipated | +| | | | | changes before | +| | | | | starting | +| | | | | cancellation | +| | | | | process.AT&T | +| | | | | Installment | +| | | | | Plans:¶ | +| | | | | Cancelling | +| | | | | service on a | +| | | | | CTN causes the | +| | | | | installment | +| | | | | plan balance to | +| | | | | accelerate and | +| | | | | is due on the | +| | | | | next | +| | | | | bill.Exception: | +| | | | | If cancellation | +| | | | | is due to death | +| | | | | (DTH), the | +| | | | | remaining | +| | | | | installment | +| | | | | balance is | +| | | | | systematically | +| | | | | waived. The | +| | | | | device does not | +| | | | | have to be | +| | | | | returned.¶ ¶ | +| | | | | ¶ ^¶ | +| | | | | Completion | +| | | | | Checklist ¶ | +| | | | | Follow the | +| | | | | correct | +| | | | | procedure | +| | | | | according to | +| | | | | customer | +| | | | | type.When | +| | | | | necessary, | +| | | | | follow the | +| | | | | steps to cancel | +| | | | | the service in | +| | | | | Telegence.Set | +| | | | | all | +| | | | | expectations | +| | | | | listed | +| | | | | above.Note the | +| | | | | account with | +| | | | | detailed | +| | | | | information, | +| | | | | including:¶ | +| | | | | Name of | +| | | | | Requester | +| | | | | Cancellation | +| | | | | Reason Kana | +| | | | | Case Number, if | +| | | | | applicable ¶ | +| | | | | ¶ Ordering | +| | | | | Team and | +| | | | | Enhanced | +| | | | | Ordering Team | +| | | | | Process ¶ | +| | | | | Ordering Team | +| | | | | and Enhanced | +| | | | | Ordering Team | +| | | | | Process¶ ¶ | +| | | | | Internal | +| | | | | customer | +| | | | | request: Cancel | +| | | | | effective | +| | | | | immediately | +| | | | | unless a | +| | | | | specific date | +| | | | | is requested. | +| | | | | External | +| | | | | customer | +| | | | | request: | +| | | | | Future-date | +| | | | | cancellation to | +| | | | | end of bill | +| | | | | cycle unless a | +| | | | | specific date | +| | | | | is requested.¶ | +| | | | | ¶ External | +| | | | | Ordering Team | +| | | | | Requests¶ ¶ | +| | | | | When a verified | +| | | | | external | +| | | | | customer | +| | | | | requests | +| | | | | cancellation, | +| | | | | notify the | +| | | | | account team so | +| | | | | they can | +| | | | | attempt to save | +| | | | | the account. | +| | | | | Refer to Sales | +| | | | | Notification | +| | | | | Process for | +| | | | | Cancellations - | +| | | | | Ordering | +| | | | | Team.External | +| | | | | Ordering Team | +| | | | | requests that | +| | | | | do not include | +| | | | | a reason for | +| | | | | cancelling | +| | | | | lines, use Per | +| | | | | Correspondence | +| | | | | cancel reason. | +| | | | | Do not reject | +| | | | | the request.¶ | +| | | | | Proceed with | +| | | | | the | +| | | | | cancellation | +| | | | | request.¶ It | +| | | | | is necessary to | +| | | | | include the | +| | | | | cancellation | +| | | | | date on bulk | +| | | | | requests | +| | | | | submitted to | +| | | | | the Ordering | +| | | | | Team. ¶ If the | +| | | | | request is for | +| | | | | immediate | +| | | | | cancellation, | +| | | | | and that | +| | | | | information is | +| | | | | not included, | +| | | | | it delays the | +| | | | | cancellation.¶ | +| | | | | ¶ ¶ ^¶ | +| | | | | Related Links | +| | | | | Available | +| | | | | Offers Hub | +| | | | | (BCSS) Device | +| | | | | Installment | +| | | | | Payoff / Pay to | +| | | | | Upgrade - OPUS | +| | | | | - Business | +| | | | | Equipment | +| | | | | Returns - BCSS | +| | | | | ToBR and CRU | +| | | | | Enrollment | +| | | | | Authorizations | +| | | | | Source: | +| | | | | Content: . | +| | | | | ​Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | Of their | +| | | | | installation | +| | | | | date and | +| | | | | timeExpect an | +| | | | | email from | +| | | | | Field Services | +| | | | | Installation | +| | | | | team providing | +| | | | | Cell Booster | +| | | | | pro | +| | | | | documentation | +| | | | | including | +| | | | | Installation | +| | | | | requirements, | +| | | | | Network | +| | | | | (Broadband | +| | | | | Internet) | +| | | | | requirements, | +| | | | | Scope of Work | +| | | | | including Roles | +| | | | | & Responsibilit | +| | | | | ies | +| | | | | Installation | +| | | | | manager | +| | | | | contacts | +| | | | | customer 48 | +| | | | | hours prior to | +| | | | | installation to | +| | | | | confirm | +| | | | | scheduled | +| | | | | appointment To | +| | | | | expect a | +| | | | | courtesy call | +| | | | | from the AT&T | +| | | | | Field Service | +| | | | | technician 24 | +| | | | | hours prior to | +| | | | | their | +| | | | | appointment¶ | +| | | | | Provide the | +| | | | | customer their | +| | | | | OPUS order | +| | | | | number. Advise | +| | | | | the customer of | +| | | | | these | +| | | | | requirements | +| | | | | for | +| | | | | installation:¶ | +| | | | | Make sure the | +| | | | | area is | +| | | | | clear.The | +| | | | | device needs to | +| | | | | be present at | +| | | | | installation | +| | | | | location.The | +| | | | | device needs to | +| | | | | be registered | +| | | | | and activated | +| | | | | by the customer | +| | | | | prior to or at | +| | | | | time of | +| | | | | installation | +| | | | | The customer | +| | | | | transport | +| | | | | requirements | +| | | | | have been met | +| | | | | (see Technical | +| | | | | Guide for | +| | | | | requirements) | +| | | | | If the device | +| | | | | is determined | +| | | | | to be defective | +| | | | | during installa | +| | | | | tion/activation | +| | | | | , the | +| | | | | technician does | +| | | | | not have | +| | | | | additional | +| | | | | devices on | +| | | | | hand:¶ The | +| | | | | customer needs | +| | | | | to process a | +| | | | | Warranty | +| | | | | Exchange to | +| | | | | receive a | +| | | | | replacement | +| | | | | device.Review | +| | | | | Accessory BRE | +| | | | | processes, if | +| | | | | the install is | +| | | | | within 30 days | +| | | | | of the | +| | | | | purchase. ¶ | +| | | | | The technician | +| | | | | is available on | +| | | | | site until the | +| | | | | device is | +| | | | | active on the | +| | | | | network.¶ Back | +| | | | | to Top¶ | +| | | | | Buyer's Remorse | +| | | | | Exchange (BRE) | +| | | | | ¶ ¶ ¶ | +| | | | | Business and | +| | | | | FirstNet | +| | | | | Customers have | +| | | | | a 30 day window | +| | | | | to return the | +| | | | | device for a | +| | | | | full refund. | +| | | | | After 30 days, | +| | | | | the Business | +| | | | | and FirstNet | +| | | | | Customers | +| | | | | cannot return | +| | | | | the device for | +| | | | | a refund. After | +| | | | | the BRExchange | +| | | | | period for | +| | | | | Business | +| | | | | FirstNet | +| | | | | customers (30 | +| | | | | days) the | +| | | | | customer may | +| | | | | request a | +| | | | | Warranty | +| | | | | Exchange as a | +| | | | | replacement if | +| | | | | defective or | +| | | | | damaged. BRE | +| | | | | (exchange) | +| | | | | process for | +| | | | | Cell Booster | +| | | | | Products: There | +| | | | | is no custom | +| | | | | BRE flow for | +| | | | | Cell Booster | +| | | | | products. Reps | +| | | | | will need to | +| | | | | process return | +| | | | | and order a new | +| | | | | device to | +| | | | | fulfill an | +| | | | | exchange as per | +| | | | | the below: ¶ | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster: Cell | +| | | | | Booster can be | +| | | | | exchanged in | +| | | | | Retail Store | +| | | | | since AT&T | +| | | | | Retail Stores | +| | | | | carry inventory | +| | | | | in the Store. | +| | | | | In OPUS Retail, | +| | | | | there is a 2 | +| | | | | step process | +| | | | | for BRE. Rep | +| | | | | has to process | +| | | | | the device | +| | | | | return first | +| | | | | and then | +| | | | | purchase new | +| | | | | device. In | +| | | | | Retail, Manager | +| | | | | can do an | +| | | | | override to | +| | | | | reset the value | +| | | | | so customer is | +| | | | | not charged for | +| | | | | new device. | +| | | | | Accessory BRE | +| | | | | flow for Cell | +| | | | | Booster, Cell | +| | | | | Booster Pro, | +| | | | | and Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | purchased | +| | | | | Online/DF | +| | | | | channels. Cell | +| | | | | Booster Pro an | +| | | | | all Cell | +| | | | | Booster | +| | | | | replacement | +| | | | | accessory | +| | | | | cannot be | +| | | | | exchanged in | +| | | | | AT&T Retail | +| | | | | Stores since | +| | | | | Stores will not | +| | | | | carry this | +| | | | | inventory (only | +| | | | | Cell Booster is | +| | | | | stocked in | +| | | | | Retail Stores). | +| | | | | To process BRE, | +| | | | | Rep will need | +| | | | | to advise | +| | | | | customer to | +| | | | | return the | +| | | | | existing device | +| | | | | /accessory via | +| | | | | online return | +| | | | | process and | +| | | | | then rep can | +| | | | | order a new dev | +| | | | | ice/accessory | +| | | | | once return has | +| | | | | been processed. | +| | | | | Customer will | +| | | | | receive refund | +| | | | | for the initial | +| | | | | device once | +| | | | | return is | +| | | | | received and | +| | | | | processed by | +| | | | | AT&T.¶ If | +| | | | | Installation | +| | | | | was Ordered | +| | | | | Then But not | +| | | | | installed on | +| | | | | the original | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Submi | +| | | | | t an Unable to | +| | | | | Complete | +| | | | | Transaction. ¶ | +| | | | | Perform the | +| | | | | BRExchange and | +| | | | | order an | +| | | | | installation | +| | | | | during the | +| | | | | flow. ¶ Follow | +| | | | | rescheduling | +| | | | | installation | +| | | | | process. ¶ And | +| | | | | install | +| | | | | completed on | +| | | | | the original | +| | | | | device, and the | +| | | | | customer | +| | | | | declines to | +| | | | | self-install | +| | | | | the new device | +| | | | | Order an | +| | | | | installation | +| | | | | for the new | +| | | | | device during | +| | | | | the BRExchange | +| | | | | flow. Heads | +| | | | | up: the | +| | | | | customer should | +| | | | | be billed for | +| | | | | this if pro- | +| | | | | install was not | +| | | | | included | +| | | | | initially. But | +| | | | | not installed, | +| | | | | and the | +| | | | | customer | +| | | | | activated the | +| | | | | device ¶ | +| | | | | Cancel the | +| | | | | existing | +| | | | | installation ap | +| | | | | pointment.Credi | +| | | | | t the customer | +| | | | | for the | +| | | | | installation | +| | | | | charge.¶ See | +| | | | | Clarify Credits | +| | | | | and Adjustments | +| | | | | Policy and | +| | | | | Submission | +| | | | | Process - | +| | | | | BCSS.¶ Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | But not | +| | | | | installed, and | +| | | | | the device was | +| | | | | not activated | +| | | | | by the customer | +| | | | | ¶ Re-schedule | +| | | | | the existing | +| | | | | installation | +| | | | | appointment to | +| | | | | coincide with | +| | | | | the delivery of | +| | | | | the new | +| | | | | device.Perform | +| | | | | the | +| | | | | BRExchange.¶ | +| | | | | Customer | +| | | | | Expectations¶ | +| | | | | ¶ Advise the | +| | | | | customer:¶ ¶ | +| | | | | They will be | +| | | | | charged for the | +| | | | | exchanged | +| | | | | device.To | +| | | | | return the | +| | | | | device in the | +| | | | | original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents using | +| | | | | the return | +| | | | | label included | +| | | | | in the original | +| | | | | shipment¶ If | +| | | | | the customer | +| | | | | cannot locate | +| | | | | the return | +| | | | | label, see | +| | | | | Equipment | +| | | | | Returns - | +| | | | | BCSS.¶ ¶ | +| | | | | Inform the | +| | | | | customer they | +| | | | | will be | +| | | | | refunded for | +| | | | | the original | +| | | | | device to the | +| | | | | original form | +| | | | | of payment | +| | | | | within 1-2 bill | +| | | | | cycles from the | +| | | | | date the device | +| | | | | is received at | +| | | | | the warehouse. | +| | | | | Back to Top¶ | +| | | | | Returns ¶ ¶ ¶ | +| | | | | If a customer | +| | | | | is not | +| | | | | satisfied with | +| | | | | the Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro, | +| | | | | they may return | +| | | | | the device.¶ ¶ | +| | | | | Advise the | +| | | | | customer to | +| | | | | deactivate | +| | | | | their Cell | +| | | | | Booster or Cell | +| | | | | Booster Pro | +| | | | | device in the | +| | | | | customer Web | +| | | | | portal | +| | | | | accessible:¶ ¶ | +| | | | | att.com/cellboo | +| | | | | ster To return | +| | | | | the device in | +| | | | | the original | +| | | | | packaging with | +| | | | | all original | +| | | | | contents | +| | | | | Source: | +| | | | | Content: . | +| | | | | Logging tickets | +| | | | | on Friday, | +| | | | | Saturday, or | +| | | | | Sunday: | +| | | | | Friday/Saturday | +| | | | | - It may take | +| | | | | up to an | +| | | | | additional 48 | +| | | | | hours. Sunday | +| | | | | - It may take | +| | | | | up to an | +| | | | | additional 24 | +| | | | | hours. | +| | | | | Let the | +| | | | | customer know | +| | | | | they will | +| | | | | receive two | +| | | | | separate emails | +| | | | | containing the | +| | | | | username and | +| | | | | password. | +| | | | | Follow the | +| | | | | instruction in | +| | | | | the emails: | +| | | | | Locate an email | +| | | | | with a subject | +| | | | | line of Please | +| | | | | Reset Your | +| | | | | Password: | +| | | | | Advise | +| | | | | customers they | +| | | | | may need to | +| | | | | check their | +| | | | | spam or junk | +| | | | | mail folders if | +| | | | | they do not | +| | | | | receive the | +| | | | | email in their | +| | | | | inbox in a | +| | | | | timely manner. | +| | | | | Follow the | +| | | | | instructions | +| | | | | provided in the | +| | | | | email. Note | +| | | | | the customer's | +| | | | | account with | +| | | | | all action | +| | | | | taken. Include | +| | | | | the BRC ticket | +| | | | | number and | +| | | | | estimated SLA | +| | | | | provided to the | +| | | | | customer. | +| | | | | Source: | +| | | | | Content: , and | +| | | | | advise the | +| | | | | systems are | +| | | | | unavailable at | +| | | | | this time.¶ | +| | | | | Offer to set an | +| | | | | appointment for | +| | | | | them to return | +| | | | | later or take a | +| | | | | CBR for when | +| | | | | the systems | +| | | | | restore. When | +| | | | | the prepaid | +| | | | | system | +| | | | | restores, call | +| | | | | them back (if | +| | | | | they left a | +| | | | | CBR) as soon as | +| | | | | possible. | +| | | | | Contact¶ ¶ | +| | | | | The designated | +| | | | | site lead | +| | | | | reports the | +| | | | | outage | +| | | | | specifics to | +| | | | | the proper MS | +| | | | | Teams BCSS | +| | | | | Support Group. | +| | | | | Outage | +| | | | | Management | +| | | | | provides | +| | | | | further | +| | | | | instructions | +| | | | | based on the | +| | | | | details | +| | | | | provided.¶ | +| | | | | Rio¶ Please | +| | | | | review Online | +| | | | | Downtime | +| | | | | Information | +| | | | | (ODI) Form.¶ ¶ | +| | | | | Outage/Reportin | +| | | | | g Procedures¶ | +| | | | | ¶ Follow your | +| | | | | site's local | +| | | | | procedures to | +| | | | | report Rio | +| | | | | system outages. | +| | | | | When | +| | | | | appropriate, | +| | | | | you may also:¶ | +| | | | | ¶ Open a | +| | | | | trouble ticket | +| | | | | or chat with | +| | | | | the ITO Service | +| | | | | Desk. For | +| | | | | faster | +| | | | | escalation, | +| | | | | call them at | +| | | | | 877.448.6767.¶ | +| | | | | Sprinklr | +| | | | | (Social Media | +| | | | | Teams Only)¶ | +| | | | | For the latest | +| | | | | Sprinklr | +| | | | | specific | +| | | | | updates, review | +| | | | | Social Media: | +| | | | | Report Sprinklr | +| | | | | System Issues | +| | | | | iTrack/Business | +| | | | | Social Media: | +| | | | | Report System | +| | | | | Issues iTrack.¶ | +| | | | | ¶ Click the | +| | | | | Report An Issue | +| | | | | tab on Social | +| | | | | Media: Report | +| | | | | Sprinklr System | +| | | | | Issues | +| | | | | iTrack/Business | +| | | | | Social Media: | +| | | | | Report System | +| | | | | Issues iTrack | +| | | | | for steps to | +| | | | | open a ticket | +| | | | | for any of the | +| | | | | following | +| | | | | issues.¶ ¶ | +| | | | | Production | +| | | | | Defect¶ ¶ Red | +| | | | | error | +| | | | | notifications | +| | | | | in Sprinklr. | +| | | | | Latency in | +| | | | | loading or | +| | | | | cases not | +| | | | | loading at all. | +| | | | | Reporting | +| | | | | metrics not | +| | | | | calculating | +| | | | | correctly. | +| | | | | Something | +| | | | | suddenly stops | +| | | | | working (can't | +| | | | | apply macros, | +| | | | | enter comments, | +| | | | | and so on.). | +| | | | | System Outage¶ | +| | | | | ¶ Can't reply | +| | | | | to any | +| | | | | customers. | +| | | | | Application is | +| | | | | spinning or | +| | | | | unresponsive | +| | | | | for multiple | +| | | | | users. Error | +| | | | | message on all | +| | | | | cases rather | +| | | | | than an error | +| | | | | on one | +| | | | | individual | +| | | | | case. | +| | | | | Enhancement | +| | | | | Request¶ ¶ | +| | | | | Submit | +| | | | | enhancement | +| | | | | requests to | +| | | | | your manager | +| | | | | for review.¶ | +| | | | | SRS/PAR To | +| | | | | report an | +| | | | | outage, create | +| | | | | a trouble | +| | | | | ticket via | +| | | | | Universal Self | +| | | | | Help (USH):¶ | +| | | | | Select SRS-PAR | +| | | | | (Personal | +| | | | | Accountability | +| | | | | Reporting | +| | | | | System) as the | +| | | | | application.Com | +| | | | | plete the | +| | | | | detail fields.¶ | +| | | | | Store Locator | +| | | | | Technical | +| | | | | Issues¶ No | +| | | | | results | +| | | | | returned or a | +| | | | | page | +| | | | | error.Email DL- | +| | | | | GIS Content | +| | | | | Request | +| | | | | (desktop | +| | | | | only).¶ ¶ | +| | | | | Content errors | +| | | | | in the Store | +| | | | | Locator¶ ¶ | +| | | | | Submit the | +| | | | | following | +| | | | | information to | +| | | | | your manager:¶ | +| | | | | ¶ Store | +| | | | | NameStore ID | +| | | | | NumberAgent | +| | | | | CodeAddressZIP | +| | | | | codeMarket¶ | +| | | | | Managers submit | +| | | | | the correction | +| | | | | to the Local | +| | | | | Market | +| | | | | Administrator.¶ | +| | | | | TORCH¶ To | +| | | | | report an | +| | | | | outage, | +| | | | | either:¶ ¶ | +| | | | | Contact your | +| | | | | manager, floor | +| | | | | support, or | +| | | | | WFM, who | +| | | | | contact the ITO | +| | | | | Service Desk.Re | +| | | | | presentatives | +| | | | | create a | +| | | | | trouble ticket | +| | | | | or chat with | +| | | | | ITO Service | +| | | | | Desk. For | +| | | | | faster | +| | | | | escalation, | +| | | | | call them at | +| | | | | 877.448.6767.¶ | +| | | | | Telegence | +| | | | | Determine if | +| | | | | the error is an | +| | | | | isolated | +| | | | | incident: | +| | | | | Verify with | +| | | | | management | +| | | | | and/or | +| | | | | neighboring | +| | | | | peers to see if | +| | | | | they are | +| | | | | experiencing | +| | | | | the same issue. | +| | | | | Attempts to | +| | | | | process the | +| | | | | transaction for | +| | | | | another | +| | | | | customer | +| | | | | returns the | +| | | | | same error. | +| | | | | Determine if | +| | | | | the issue | +| | | | | appears to be | +| | | | | an isolated | +| | | | | incident only | +| | | | | impacting 1 | +| | | | | account/user:¶ | +| | | | | ¶ If yes: | +| | | | | review the | +| | | | | BILog and | +| | | | | Urgent Messages | +| | | | | to determine if | +| | | | | the error | +| | | | | affecting your | +| | | | | transaction is | +| | | | | a known issue.¶ | +| | | | | ¶ If no: If | +| | | | | the issue | +| | | | | impacts | +| | | | | multiple | +| | | | | accounts/users, | +| | | | | verify it was | +| | | | | reported by | +| | | | | reviewing | +| | | | | Urgent Messages | +| | | | | or call center | +| | | | | leadership comm | +| | | | | unications.¶ ¶ | +| | | | | To determine if | +| | | | | the error | +| | | | | affecting your | +| | | | | transaction is | +| | | | | a known issue, | +| | | | | review the | +| | | | | BILog. If not, | +| | | | | contact your | +| | | | | manager, | +| | | | | supervisor, | +| | | | | leader intern, | +| | | | | or designated | +| | | | | regional | +| | | | | contact (for | +| | | | | example, WFO, | +| | | | | RDs), who | +| | | | | report the | +| | | | | issue to the | +| | | | | ITO Service | +| | | | | Desk:¶ | +| | | | | Representative | +| | | | | help desk | +| | | | | chat.Manager | +| | | | | help desk | +| | | | | chat.If chat | +| | | | | option is | +| | | | | unavailable, | +| | | | | contact | +| | | | | 877.448.6767.¶ | +| | | | | If either of | +| | | | | these options | +| | | | | provide | +| | | | | resolution for | +| | | | | your issue, | +| | | | | follow:¶ ¶ | +| | | | | BILog Urgent | +| | | | | Message Call | +| | | | | center | +| | | | | leadership | +| | | | | communication | +| | | | | If not, which | +| | | | | issue are you | +| | | | | experiencing or | +| | | | | transaction are | +| | | | | you attempting | +| | | | | in Telegence?¶ | +| | | | | ¶ Performance | +| | | | | Issue, Extreme | +| | | | | Latency, or No | +| | | | | Response¶ ¶ | +| | | | | Contact your | +| | | | | manager, | +| | | | | supervisor, | +| | | | | leader intern, | +| | | | | or designated | +| | | | | regional | +| | | | | contact (for | +| | | | | example, WFO, | +| | | | | RDs), who | +| | | | | report the | +| | | | | issue to the | +| | | | | ITO Service | +| | | | | Desk:¶ ¶ | +| | | | | Representative | +| | | | | help desk | +| | | | | chat.Manager | +| | | | | help desk | +| | | | | chat.If chat | +| | | | | option is | +| | | | | unavailable, | +| | | | | contact | +| | | | | 877.448.6767.¶ | +| | | | | Unable to | +| | | | | Complete a | +| | | | | Transaction - | +| | | | | Billing System | +| | | | | Problem or Bill | +| | | | | Rating issues¶ | +| | | | | Submit the | +| | | | | appropriate | +| | | | | Bill Source: | +| | | | | Content: with | +| | | | | a FAN bypass | +| | | | | T&C acceptance | +| | | | | and use the IVR | +| | | | | or Web to | +| | | | | activate their | +| | | | | device. AT&T | +| | | | | Installment | +| | | | | Plan - Terms | +| | | | | and Conditions, | +| | | | | if applicable:  | +| | | | | Customers must | +| | | | | accept T&Cs and | +| | | | | the Retail | +| | | | | Installment | +| | | | | Agreement (RIA) | +| | | | | for the AT&T | +| | | | | Installment | +| | | | | plan contract | +| | | | | before the AT&T | +| | | | | Installment | +| | | | | equipment | +| | | | | ships. After 3 | +| | | | | reminder emails | +| | | | | where a | +| | | | | customer has | +| | | | | not accepted | +| | | | | the RIA and | +| | | | | T&Cs, the order | +| | | | | is cancelled. | +| | | | | Installment | +| | | | | Plan | +| | | | | Requirements | +| | | | | Contract | +| | | | | Requirement (as | +| | | | | applicable): | +| | | | | Service | +| | | | | agreement term | +| | | | | (0-, 1-, or | +| | | | | 2-year). For | +| | | | | CRU FAN | +| | | | | customers who | +| | | | | do not require | +| | | | | a contract per | +| | | | | their agreement | +| | | | | type: When | +| | | | | reviewing the | +| | | | | contract, let | +| | | | | them know that | +| | | | | they receive a | +| | | | | 0-year contract | +| | | | | even if the | +| | | | | 0-year contract | +| | | | | option was not | +| | | | | available. | +| | | | | Cancellation | +| | | | | ETF (as | +| | | | | applicable) | +| | | | | Suggested | +| | | | | Verbiage: | +| | | | | CRU: You may | +| | | | | cancel service | +| | | | | within 30 days | +| | | | | from the | +| | | | | activation | +| | | | | date; however, | +| | | | | you are | +| | | | | responsible for | +| | | | | all applicable | +| | | | | fees, charges, | +| | | | | taxes, or | +| | | | | surcharges | +| | | | | through the | +| | | | | termination | +| | | | | date. | +| | | | | Signature and | +| | | | | non-FAN CRU | +| | | | | (B2B): You may | +| | | | | cancel service | +| | | | | within 14 days | +| | | | | from the | +| | | | | activation | +| | | | | date; however, | +| | | | | you are | +| | | | | responsible for | +| | | | | all applicable | +| | | | | fees, charges, | +| | | | | taxes, or | +| | | | | surcharges | +| | | | | through the | +| | | | | termination | +| | | | | date. | +| | | | | Device | +| | | | | Protection (if | +| | | | | applicable): | +| | | | | Offer to | +| | | | | provision | +| | | | | Device | +| | | | | Protection if | +| | | | | the device is | +| | | | | eligible. | +| | | | | See AT&T | +| | | | | Protect | +| | | | | Advantage - | +| | | | | BCSS . If the | +| | | | | customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product. | +| | | | | Suggested | +| | | | | Verbiage: While | +| | | | | I process your | +| | | | | device order, I | +| | | | | want to ensure | +| | | | | that we are | +| | | | | providing the | +| | | | | most value for | +| | | | | all your AT&T | +| | | | | services | +| | | | | today. [Read | +| | | | | the CPNI DOC | +| | | | | and update CPNI | +| | | | | Preference]. | +| | | | | Refer | +| | | | | to Customer | +| | | | | Proprietary | +| | | | | Network | +| | | | | Information | +| | | | | (CPNI) - BCSS | +| | | | | Shipping | +| | | | | Charges and | +| | | | | Estimated Time | +| | | | | of Arrival | +| | | | | (ETA) (as | +| | | | | applicable): | +| | | | | Determine if | +| | | | | the customer is | +| | | | | charged a | +| | | | | shipping fee | +| | | | | and advise acco | +| | | | | rdingly.Dependi | +| | | | | ng on when it | +| | | | | ships (orders | +| | | | | take 1-3 days | +| | | | | to process): | +| | | | | Standard/second | +| | | | | day ($9.95) | +| | | | | U.S. delivery: | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days. | +| | | | | Priority/overni | +| | | | | ght ($14.95) | +| | | | | U.S. delivery: | +| | | | | Typically | +| | | | | delivered | +| | | | | within 2-4 | +| | | | | business days. | +| | | | | For additional | +| | | | | details, | +| | | | | see Shipping | +| | | | | Rules and | +| | | | | Guidelines. | +| | | | | Recap Order | +| | | | | Details: | +| | | | | Recap and | +| | | | | confirm the ord | +| | | | | er/transaction | +| | | | | details with | +| | | | | the customer. | +| | | | | Locate the | +| | | | | expectations | +| | | | | for all of the | +| | | | | transactions | +| | | | | completed and | +| | | | | verbally | +| | | | | communicate | +| | | | | them to the | +| | | | | customer. | +| | | | | Advise that for | +| | | | | the device to | +| | | | | ship, the | +| | | | | customer must | +| | | | | accept the | +| | | | | T&C's email | +| | | | | they receive | +| | | | | immediately | +| | | | | following this | +| | | | | call. | +| | | | | Voicemail Setup | +| | | | | Instructions | +| | | | | iPhone: | +| | | | | Provide the | +| | | | | customer with | +| | | | | iPhone | +| | | | | voicemail setup | +| | | | | instructions to | +| | | | | use after | +| | | | | tethering via | +| | | | | iTunes. Tap | +| | | | | the voicemail i | +| | | | | con. iPhone | +| | | | | then prompts | +| | | | | the customer to | +| | | | | create a | +| | | | | password and | +| | | | | record a | +| | | | | greeting. | +| | | | | Ensure the | +| | | | | customer does | +| | | | | not have any | +| | | | | additional | +| | | | | voicemail | +| | | | | questions. | +| | | | | Non-iPhone: | +| | | | | Inform the | +| | | | | customer to | +| | | | | press and hold | +| | | | | down the 1 key | +| | | | | on their | +| | | | | wireless | +| | | | | device, then | +| | | | | follow the | +| | | | | prompts to | +| | | | | complete | +| | | | | voicemail | +| | | | | setup. Ensure | +| | | | | the customer | +| | | | | does not have | +| | | | | any additional | +| | | | | voicemail | +| | | | | questions. | +| | | | | See Voicemail | +| | | | | (Wireless) Hub | +| | | | | Equipment | +| | | | | Return/Exchange | +| | | | | Return/exchange | +| | | | | the equipment 3 | +| | | | | days after the | +| | | | | ship date: | +| | | | | CRU: 30 days | +| | | | | for phones/14 | +| | | | | days for | +| | | | | Tablets | +| | | | | Signature and | +| | | | | non-FAN CRU | +| | | | | (B2B): 14 days | +| | | | | Equipment | +| | | | | returns require | +| | | | | a restocking | +| | | | | fee. See www.at | +| | | | | t.com/shop/wire | +| | | | | less/returnpoli | +| | | | | cy.html . | +| | | | | See Equipment | +| | | | | Returns - BCSS | +| | | | | . Additional | +| | | | | expectation if | +| | | | | activating with | +| | | | | non-approved | +| | | | | equipment:COAM | +| | | | | device did not | +| | | | | pass verificati | +| | | | | on (if applicab | +| | | | | le):Customers | +| | | | | activating non- | +| | | | | approved | +| | | | | equipment may | +| | | | | encounter | +| | | | | compatibility | +| | | | | issues such as | +| | | | | limited | +| | | | | functionality | +| | | | | or even the | +| | | | | ability to | +| | | | | operate on our | +| | | | | network. | +| | | | | Notate BANCalle | +| | | | | r/Requester | +| | | | | Name / Customer | +| | | | | Request | +| | | | | (Reason, | +| | | | | Recommendation, | +| | | | | Result) / Order | +| | | | | numbers / | +| | | | | Mobile number / | +| | | | | FAN / Equipment | +| | | | | type / | +| | | | | Equipment Price | +| | | | | / Rate Plan / | +| | | | | Additional | +| | | | | Features / | +| | | | | Contract Terms | +| | | | | / Fee waivers | +| | | | | (activation, | +| | | | | upgrade fees) / | +| | | | | Additional | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 74 | [] | Do I have to | I don't | Content: Then | +| | | wait for the | know. Can | No Continue to | +| | | Offer | you provide | Step 14. | +| | | Element to | more context | Yes Ensure | +| | | appear in | or | the customer is | +| | | FaST before | information | aware of | +| | | activating | about the | special offers. | +| | | new line | situation? | Ensure that the | +| | | | | customer is | +| | | | | familiar with | +| | | | | the special | +| | | | | requirements | +| | | | | built into | +| | | | | their | +| | | | | discounting | +| | | | | offer | +| | | | | WBAWhat is the | +| | | | | MRC for the | +| | | | | customer's rate | +| | | | | plan or data | +| | | | | feature that is | +| | | | | not receiving | +| | | | | the discount? | +| | | | | $40 + Continue | +| | | | | to Step 13. | +| | | | | $0-$39.99 | +| | | | | Advise the | +| | | | | customer that | +| | | | | rate plans and | +| | | | | date features | +| | | | | that are less | +| | | | | than $40 are | +| | | | | not eligible to | +| | | | | receive the WBA | +| | | | | discount. | +| | | | | Review the | +| | | | | Offer Elements | +| | | | | and assist the | +| | | | | customer in | +| | | | | understanding | +| | | | | the conditions | +| | | | | that must be | +| | | | | met to qualify | +| | | | | for future | +| | | | | credits. | +| | | | | Assist the | +| | | | | customer with | +| | | | | any rate | +| | | | | plan/feature | +| | | | | changes needed | +| | | | | to qualify for | +| | | | | the National | +| | | | | Account | +| | | | | Discount. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | OtherContinue | +| | | | | to Step 14. | +| | | | | 12 Did the | +| | | | | customer meet | +| | | | | the minimum | +| | | | | line | +| | | | | requirement? | +| | | | | AMB/CBE/ISBS | +| | | | | agreement types | +| | | | | receive their | +| | | | | National | +| | | | | Account | +| | | | | Discount for a | +| | | | | 60-day grace | +| | | | | period | +| | | | | regardless of | +| | | | | the number of | +| | | | | lines attached | +| | | | | to the | +| | | | | agreement. | +| | | | | After the grace | +| | | | | period, AMB, | +| | | | | CBE and ISBS | +| | | | | agreement types | +| | | | | require a | +| | | | | minimum line | +| | | | | commitment | +| | | | | before being | +| | | | | eligible for | +| | | | | discounts. If | +| | | | | this | +| | | | | requirement is | +| | | | | not met, the | +| | | | | discount is | +| | | | | automatically | +| | | | | revoked: | +| | | | | All FANs under | +| | | | | the agreement | +| | | | | contribute to | +| | | | | this minimum | +| | | | | line | +| | | | | requirement. | +| | | | | The line count | +| | | | | is taken from | +| | | | | the number of | +| | | | | lines that were | +| | | | | billed during | +| | | | | the previous | +| | | | | month. Lines | +| | | | | that are | +| | | | | suspended or | +| | | | | cancelled do | +| | | | | not count | +| | | | | towards the | +| | | | | minimum line | +| | | | | commitment. | +| | | | | AMB/CBE/ISBS | +| | | | | accounts must | +| | | | | have at least 5 | +| | | | | lines, with one | +| | | | | of those as a | +| | | | | CRU line. | +| | | | | Any change in | +| | | | | the discount | +| | | | | provided may be | +| | | | | delayed by up | +| | | | | to 2 billing | +| | | | | cycles: | +| | | | | Removing the | +| | | | | discount may be | +| | | | | delayed 2 bill | +| | | | | cycles after | +| | | | | the first bill | +| | | | | that does not | +| | | | | meet the | +| | | | | requirements. | +| | | | | Re-adding the | +| | | | | discount may be | +| | | | | delayed 2 bill | +| | | | | cycles after | +| | | | | the first bill | +| | | | | that does meet | +| | | | | the | +| | | | | requirements. | +| | | | | If Then | +| | | | | Yes Continue | +| | | | | to Step 14. | +| | | | | No Advise the | +| | | | | customer: | +| | | | | Without the | +| | | | | appropriate | +| | | | | number of | +| | | | | lines, the FAN | +| | | | | does not | +| | | | | qualify for | +| | | | | discounts. If | +| | | | | additional | +| | | | | lines are added | +| | | | | to fulfill the | +| | | | | commitment, the | +| | | | | discount is re- | +| | | | | enabled. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | 13 Did the | +| | | | | customer meet | +| | | | | the minimum | +| | | | | line | +| | | | | requirement? | +| | | | | WBA agreement | +| | | | | types require a | +| | | | | minimum line | +| | | | | commitment | +| | | | | before being | +| | | | | eligible for | +| | | | | discounts. If | +| | | | | this | +| | | | | requirement is | +| | | | | not met, the | +| | | | | discount is | +| | | | | automatically | +| | | | | revoked. All | +| | | | | FANs under the | +| | | | | agreement | +| | | | | contribute to | +| | | | | this minimum | +| | | | | line | +| | | | | requirement. | +| | | | | The line count | +| | | | | is taken from | +| | | | | the number of | +| | | | | lines that were | +| | | | | billed during | +| | | | | the previous | +| | | | | month. The | +| | | | | change in the | +| | | | | discount | +| | | | | provided may be | +| | | | | delayed by up | +| | | | | to 2 billing | +| | | | | cycles after | +| | | | | the first bill | +| | | | | that met/did | +| | | | | not meet the | +| | | | | requirements. | +| | | | | Lines that are | +| | | | | suspended or | +| | | | | cancelled do | +| | | | | not count | +| | | | | towards the | +| | | | | minimum line | +| | | | | commitment. | +| | | | | WBA agreements | +| | | | | have 3 tiers: | +| | | | | Tier 1: 3-4 | +| | | | | CRUs (or at | +| | | | | least 1 AT&T | +| | | | | Signature | +| | | | | Program with a | +| | | | | minimum of 3 | +| | | | | lines); no | +| | | | | monthly | +| | | | | discount and no | +| | | | | promo Tier 2: | +| | | | | 5-14 users | +| | | | | (with at least | +| | | | | 5 CRUs); Promo: | +| | | | | WBA 5% Tier 3: | +| | | | | 15+ users (with | +| | | | | at least 5 | +| | | | | CRUs); Promo: | +| | | | | WBA 7% | +| | | | | If Then | +| | | | | Yes - Non-Famil | +| | | | | yTalk/Group | +| | | | | plan Continue | +| | | | | to the next | +| | | | | step. Yes | +| | | | | - FamilyTalk/Gr | +| | | | | oup plan | +| | | | | Advise the | +| | | | | customer that | +| | | | | FamilyTalk and | +| | | | | other group | +| | | | | level plans are | +| | | | | not eligible to | +| | | | | receive the WBA | +| | | | | National | +| | | | | Account | +| | | | | Discount. | +| | | | | Review the | +| | | | | Offer Elements | +| | | | | and assist the | +| | | | | customer in | +| | | | | understanding | +| | | | | the conditions | +| | | | | that must be | +| | | | | met to qualify | +| | | | | for future | +| | | | | credits. | +| | | | | Assist the | +| | | | | customer with | +| | | | | any rate | +| | | | | plan/feature | +| | | | | changes needed | +| | | | | to qualify for | +| | | | | the National | +| | | | | Account | +| | | | | Discount. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid charges | +| | | | | No Advise the | +| | | | | customer: | +| | | | | Without the | +| | | | | appropriate | +| | | | | number of | +| | | | | lines, the FAN | +| | | | | does not | +| | | | | qualify for | +| | | | | discounts. If | +| | | | | additional | +| | | | | lines are added | +| | | | | to fulfill the | +| | | | | commitment, the | +| | | | | discount is re- | +| | | | | enabled. Do | +| | | | | not offer | +| | | | | adjustments for | +| | | | | valid Source: | +| | | | | Content: F) - | +| | | | | Fiber Only | +| | | | | Select the | +| | | | | Speed Type | +| | | | | button of | +| | | | | Asymmetric or | +| | | | | Symmetric. This | +| | | | | determines | +| | | | | which speeds | +| | | | | display. | +| | | | | Select the | +| | | | | Speed the | +| | | | | customer wants | +| | | | | to order. | +| | | | | Asymmetric | +| | | | | offers higher | +| | | | | downstream | +| | | | | speeds and | +| | | | | lower upstream | +| | | | | speeds. | +| | | | | Symmetric | +| | | | | offers the same | +| | | | | downstream and | +| | | | | upstream | +| | | | | speeds. If | +| | | | | ordering Static | +| | | | | IP, select | +| | | | | Static from the | +| | | | | IP Type drop- | +| | | | | down. Select | +| | | | | Quantity for | +| | | | | the IP Quantity | +| | | | | drop-down. If | +| | | | | Static is not | +| | | | | ordered, | +| | | | | Dynamic is the | +| | | | | default. | +| | | | | Click Next. | +| | | | | AT&T Internet | +| | | | | (IP-DSL) | +| | | | | All speeds | +| | | | | available at | +| | | | | the location | +| | | | | will display. | +| | | | | Select Speed | +| | | | | that the | +| | | | | customer wants | +| | | | | to order. If | +| | | | | ordering Static | +| | | | | IP, select | +| | | | | Static from the | +| | | | | IP Type drop- | +| | | | | down. Select | +| | | | | Quantity for | +| | | | | the IP Quantity | +| | | | | drop-down. If | +| | | | | Static is not | +| | | | | ordered, | +| | | | | Dynamic is the | +| | | | | default. | +| | | | | Click Next. | +| | | | | Negotiate | +| | | | | Product | +| | | | | Configuration | +| | | | | Screen - Add | +| | | | | Promotions | +| | | | | Click Check | +| | | | | Configuration > | +| | | | | Get Offers > | +| | | | | More | +| | | | | Promotions. | +| | | | | Click Add | +| | | | | Promotion to | +| | | | | the right of | +| | | | | AT&T Internet. | +| | | | | Select General | +| | | | | Market from the | +| | | | | Sales Offer | +| | | | | Mode drop-down | +| | | | | in the Basic | +| | | | | Promotions | +| | | | | section. | +| | | | | Select the | +| | | | | appropriate | +| | | | | promotion. | +| | | | | The system | +| | | | | determines | +| | | | | eligibility for | +| | | | | the Highly | +| | | | | Competitive | +| | | | | Market (HCM) | +| | | | | pricing. If | +| | | | | the customer is | +| | | | | in a HCM, | +| | | | | select the | +| | | | | appropriate HCM | +| | | | | promotion. If | +| | | | | the customer is | +| | | | | not in a HCM, | +| | | | | select the | +| | | | | appropriate | +| | | | | promotion. | +| | | | | If available, | +| | | | | select General | +| | | | | Market from the | +| | | | | Sales Offer | +| | | | | Mode drop-down | +| | | | | in the | +| | | | | Additional | +| | | | | Promotions | +| | | | | section. | +| | | | | Select the | +| | | | | appropriate | +| | | | | promotion and | +| | | | | click Save. | +| | | | | Click Close. | +| | | | | Verify that the | +| | | | | monthly fee | +| | | | | reflects the | +| | | | | appropriate | +| | | | | dollar amount. | +| | | | | Click | +| | | | | Next.Heads up: | +| | | | | When the system | +| | | | | determines an | +| | | | | equipment | +| | | | | change is | +| | | | | required, | +| | | | | complete the | +| | | | | following | +| | | | | steps: | +| | | | | Expand the | +| | | | | Installation | +| | | | | section. Click | +| | | | | Get Equipment. | +| | | | | Select the | +| | | | | Network Access | +| | | | | Device tab. | +| | | | | Place a | +| | | | | checkmark on | +| | | | | the equipment | +| | | | | being replaced | +| | | | | and select the | +| | | | | reason. Click | +| | | | | Replace. | +| | | | | Select the | +| | | | | General tab. | +| | | | | Click Confirm | +| | | | | Changes > | +| | | | | Finish > Update | +| | | | | Prices. | +| | | | | Click Next. | +| | | | | Negotiate | +| | | | | Reason Codes | +| | | | | Screen If | +| | | | | U-verse | +| | | | | TV/Phone is | +| | | | | available: | +| | | | | Select Customer | +| | | | | Does Not | +| | | | | Qualify-Service | +| | | | | Availability | +| | | | | from the Reason | +| | | | | Value drop-down | +| | | | | for U-Verse TV. | +| | | | | Select Not | +| | | | | Interested from | +| | | | | the Reason | +| | | | | Value for | +| | | | | U-verse Phone. | +| | | | | Click Next. | +| | | | | If U-verse TV/ | +| | | | | Phone is not | +| | | | | available, | +| | | | | Click Next. If | +| | | | | the Negotiating | +| | | | | Conflicting | +| | | | | Services screen | +| | | | | appears, review | +| | | | | the red | +| | | | | messages that | +| | | | | appear at the | +| | | | | top of the | +| | | | | screen. If | +| | | | | no conflicts | +| | | | | exist, click | +| | | | | Next. If a | +| | | | | conflict | +| | | | | exists, contact | +| | | | | a SPOC. 10 | +| | | | | Negotiate Due | +| | | | | Date screen  | +| | | | | Speed Change | +| | | | | with NAD Swap | +| | | | | Heads up: A | +| | | | | technician must | +| | | | | be scheduled to | +| | | | | complete an | +| | | | | equipment | +| | | | | exchange. | +| | | | | Select the | +| | | | | calendar icon | +| | | | | located next to | +| | | | | the AT&T Due | +| | | | | Date field. | +| | | | | Select the | +| | | | | requested | +| | | | | appointment | +| | | | | date.  Dates | +| | | | | with a red line | +| | | | | through are not | +| | | | | available. If | +| | | | | the customer | +| | | | | needs an | +| | | | | expedited Due | +| | | | | Date, contact a | +| | | | | SPOC. | +| | | | | Select the time | +| | | | | window. On the | +| | | | | ATT Contact | +| | | | | tab:  Enter | +| | | | | the | +| | | | | Installation | +| | | | | Business Name. | +| | | | | For AT&T | +| | | | | Business Fiber | +| | | | | (ABF) orders, | +| | | | | enter your | +| | | | | ATTUID, Contact | +| | | | | Number, and | +| | | | | Name. In the | +| | | | | Comments to | +| | | | | Technician box, | +| | | | | enter details | +| | | | | necessary for | +| | | | | completing the | +| | | | | installation | +| | | | | (security | +| | | | | codes, network | +| | | | | interface | +| | | | | location). If | +| | | | | needed, update | +| | | | | the Order | +| | | | | Contact First | +| | | | | Name, Order | +| | | | | Contact Last | +| | | | | Name, and Phone | +| | | | | Number if there | +| | | | | is a specific | +| | | | | person who will | +| | | | | be on the | +| | | | | premises for | +| | | | | the | +| | | | | installation. | +| | | | | Click Next. | +| | | | | Speed Change | +| | | | | without NAD | +| | | | | Swap | +| | | | | Select the | +| | | | | calendar icon | +| | | | | located next to | +| | | | | the AT&T Due | +| | | | | Date field. | +| | | | | Select the | +| | | | | requested start | +| | | | | date. Dates | +| | | | | with a red line | +| | | | | through are not | +| | | | | available. | +| | | | | For AT&T | +| | | | | Business Fiber | +| | | | | (ABF) orders, | +| | | | | enter your | +| | | | | ATTUID, Contact | +| | | | | Number, and | +| | | | | Name on the ATT | +| | | | | Contact tab. | +| | | | | Click Next. 11 | +| | | | | Submit Order | +| | | | | Action screen. | +| | | | | On the General | +| | | | | Information | +| | | | | tab, click View | +| | | | | Disclosure. | +| | | | | Click Click | +| | | | | Here to View | +| | | | | Disclosure. | +| | | | | Cover the | +| | | | | following | +| | | | | sections: | +| | | | | Disclosures | +| | | | | Bills Due Date | +| | | | | Installation | +| | | | | (NAD Source: | +| | | | | Content: in | +| | | | | stock. If you | +| | | | | refer to a | +| | | | | retail store, | +| | | | | provide the | +| | | | | hours of | +| | | | | operation and | +| | | | | check FaST to | +| | | | | make sure the | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail.Complete | +| | | | | the order. | +| | | | | There is no way | +| | | | | to provide an | +| | | | | estimated date | +| | | | | on when the | +| | | | | device will be | +| | | | | back in stock.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | email address | +| | | | | at the checkout | +| | | | | screen, so the | +| | | | | customer | +| | | | | receives order | +| | | | | details | +| | | | | (including | +| | | | | quantity) and | +| | | | | shipping/back- | +| | | | | order | +| | | | | status.Provide | +| | | | | the customer | +| | | | | with the last | +| | | | | five or six | +| | | | | digits of the | +| | | | | order number | +| | | | | after the | +| | | | | O.Close the | +| | | | | call and leave | +| | | | | the following | +| | | | | required note | +| | | | | in Clarify: | +| | | | | Unable to | +| | | | | complete | +| | | | | standard | +| | | | | upgrade due to | +| | | | | conflicts. | +| | | | | Equipment was | +| | | | | ordered through | +| | | | | Product Only | +| | | | | Flow after | +| | | | | using the | +| | | | | Upgrade | +| | | | | Exception | +| | | | | button and redo | +| | | | | attempt failed | +| | | | | to resolve | +| | | | | conflict error. | +| | | | | ¶ Set Upgrade | +| | | | | Expectations¶ | +| | | | | Inform the | +| | | | | customer of the | +| | | | | shipping | +| | | | | carrier and | +| | | | | fee.Provide the | +| | | | | shipping cost:¶ | +| | | | | Due to reasons | +| | | | | beyond our | +| | | | | control, there | +| | | | | are times that | +| | | | | shipping is | +| | | | | delayed. The | +| | | | | daily shipping | +| | | | | window for next | +| | | | | day delivery is | +| | | | | by, or before, | +| | | | | 4:00 p.m. ET. | +| | | | | Any order | +| | | | | placed | +| | | | | after4:00 p.m. | +| | | | | ET rolls to the | +| | | | | next business | +| | | | | day.¶ Standard | +| | | | | delivery: | +| | | | | $9.95, waived | +| | | | | for all CRU | +| | | | | customers with | +| | | | | a FANPriority | +| | | | | delivery: | +| | | | | $14.95, unless | +| | | | | FAN | +| | | | | specifically | +| | | | | waives this | +| | | | | charge¶ Advise | +| | | | | customer they | +| | | | | will:¶ Receive | +| | | | | an order | +| | | | | confirmation | +| | | | | email.Receive a | +| | | | | shipping | +| | | | | confirmation | +| | | | | email that | +| | | | | includes the | +| | | | | shipping | +| | | | | tracking | +| | | | | number.Can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus.Sta | +| | | | | tus for orders | +| | | | | placed in the | +| | | | | last 24 hours | +| | | | | may not be | +| | | | | available.¶ | +| | | | | Recap and | +| | | | | confirm the ord | +| | | | | er/transaction | +| | | | | details.¶ | +| | | | | Locate the | +| | | | | expectations | +| | | | | for all of the | +| | | | | transactions | +| | | | | completed and | +| | | | | communicate | +| | | | | them to the | +| | | | | customer.¶ ¶ | +| | | | | ¶ Promote | +| | | | | Self-Service¶ | +| | | | | Customers can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus. | +| | | | | ◦Status for | +| | | | | orders placed | +| | | | | in the last 24 | +| | | | | hours may not | +| | | | | be available.En | +| | | | | tering the | +| | | | | customer's | +| | | | | email address | +| | | | | (checkout | +| | | | | screen) sends | +| | | | | the customer | +| | | | | order | +| | | | | notification | +| | | | | that the device | +| | | | | has | +| | | | | shipped.Refer | +| | | | | the customer to | +| | | | | www.att.com/dev | +| | | | | icehowto for | +| | | | | device | +| | | | | support.¶ Post | +| | | | | Call | +| | | | | Notification¶ | +| | | | | Send a PCN as | +| | | | | outlined in | +| | | | | your groups PCN | +| | | | | policy.¶ | +| | | | | Device | +| | | | | Expectations¶ | +| | | | | The order does | +| | | | | not ship until | +| | | | | online T&Cs are | +| | | | | accepted by the | +| | | | | customer.Shared | +| | | | | Upgrades | +| | | | | sometimes | +| | | | | require a visit | +| | | | | to an AT&T | +| | | | | Retail store or | +| | | | | a call to | +| | | | | Customer | +| | | | | Service to | +| | | | | activate the | +| | | | | device on the | +| | | | | correct CTN. | +| | | | | This occurs | +| | | | | when rep | +| | | | | performs a | +| | | | | "manual cross- | +| | | | | upgrade" rather | +| | | | | than using the | +| | | | | correct | +| | | | | flow.Refer the | +| | | | | customer to the | +| | | | | Copy Contact | +| | | | | Wizard (att.com | +| | | | | /learningcenter | +| | | | | /copy- | +| | | | | contacts.do) | +| | | | | and Device | +| | | | | Support (www.at | +| | | | | t.com/devicesup | +| | | | | port) for | +| | | | | instructions on | +| | | | | transferring | +| | | | | contacts | +| | | | | between | +| | | | | devices.Offer | +| | | | | AT&T Protect | +| | | | | Advantage and | +| | | | | Device | +| | | | | Protection | +| | | | | during an | +| | | | | upgrade if the | +| | | | | customer is not | +| | | | | enrolled.¶ If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ ¶ ¶ | +| | | | | Back to Top ¶ | +| | | | | Secured Offer | +| | | | | Scenarios / | +| | | | | Manager | +| | | | | Overrides ¶ S | +| | | | | cenarioOptionsC | +| | | | | an I get a new | +| | | | | device before | +| | | | | my future | +| | | | | eligibility | +| | | | | date?¶ Offer | +| | | | | to order a new | +| | | | | phone at full | +| | | | | retail price | +| | | | | (no | +| | | | | contract/no-com | +| | | | | mitment).Review | +| | | | | available | +| | | | | equipment and | +| | | | | pricing.¶ FaST | +| | | | | offers do not | +| | | | | apply.¶ ¶ ¶ | +| | | | | My friend and I | +| | | | | have the same | +| | | | | rate plan and | +| | | | | you offered him | +| | | | | a free phone | +| | | | | and an even | +| | | | | better rate | +| | | | | plan when he | +| | | | | called in to | +| | | | | cancel. Why are | +| | | | | you not | +| | | | | offering me | +| | | | | anything?My | +| | | | | neighbor | +| | | | | received a | +| | | | | mailer and I | +| | | | | would like to | +| | | | | take advantage | +| | | | | of the offer as | +| | | | | well.¶ The | +| | | | | privacy of AT | +| | | | | Source: | +| | | | | Content: osures | +| | | | | Bills Due Date | +| | | | | Installation | +| | | | | Order Recap | +| | | | | Select the X in | +| | | | | the corner to | +| | | | | close the | +| | | | | document. | +| | | | | Click Close. | +| | | | | Confirm the | +| | | | | correct dealer | +| | | | | code is | +| | | | | displaying in | +| | | | | the Sales Code | +| | | | | field. If | +| | | | | the dealer code | +| | | | | is incorrect: | +| | | | | Click | +| | | | | Preferences | +| | | | |  Enter the | +| | | | | correct dealer | +| | | | | code Click OK. | +| | | | | Confirm the | +| | | | | correct dealer | +| | | | | code displays. | +| | | | | Click the Price | +| | | | | Summary tab to | +| | | | | review the | +| | | | | order and | +| | | | | review the | +| | | | | ordering and | +| | | | | pricing. 14 | +| | | | | Submit or | +| | | | | modify the | +| | | | | order. If | +| | | | | the order is | +| | | | | correct and | +| | | | | ready for | +| | | | | submission, | +| | | | | click Next. If | +| | | | | the customer | +| | | | | changes their | +| | | | | mind on the | +| | | | | product or | +| | | | | installation | +| | | | | date, To | +| | | | | modify the | +| | | | | product (speed/ | +| | | | | package): | +| | | | | Select the Re- | +| | | | | Negotiate | +| | | | | Product | +| | | | | Configuration. | +| | | | | Click Next. | +| | | | | To select a new | +| | | | | installation | +| | | | | date: Select | +| | | | | Re-Negotiate | +| | | | | Due Date. | +| | | | | Click Next. 15 | +| | | | | Notate and | +| | | | | close the | +| | | | | interaction. | +| | | | | Provide the | +| | | | | customer with | +| | | | | the order | +| | | | | number. Click | +| | | | | Close. Provide | +| | | | | the customer | +| | | | | with Account | +| | | | | Number | +| | | | | (displaying at | +| | | | | the top of the | +| | | | | screen). | +| | | | | Select the | +| | | | | Interaction | +| | | | | Toolbox. Do | +| | | | | not change the | +| | | | | default title. | +| | | | | Click Go to | +| | | | | Reasons. | +| | | | | Select Order | +| | | | | Processed from | +| | | | | the Results | +| | | | | drop-down. | +| | | | | Notate the | +| | | | | interaction | +| | | | | using the note | +| | | | | template. | +| | | | | Contract: | +| | | | | [Customer Name] | +| | | | | ordered | +| | | | | [product and | +| | | | | MRC] with a | +| | | | | 12-month | +| | | | | contract and a | +| | | | | one-time charge | +| | | | | of [$xx.xx]. | +| | | | | Provided terms | +| | | | | and conditions. | +| | | | | No contract: | +| | | | | [Customer Name] | +| | | | | ordered | +| | | | | [product and | +| | | | | MRC] month-to- | +| | | | | month, with a | +| | | | | one-time charge | +| | | | | of [$xx.xx]. | +| | | | | Provided terms | +| | | | | and conditions. | +| | | | | Click Save and | +| | | | | Close. Back to | +| | | | | Top Speed | +| | | | | Change Orders | +| | | | | Transport type | +| | | | | change orders | +| | | | | to ABF FTTB-F | +| | | | | and FTTB-C from | +| | | | | an existing | +| | | | | Internet | +| | | | | account, | +| | | | | including DSL, | +| | | | | are not | +| | | | | available via | +| | | | | change order. | +| | | | | Cease and New | +| | | | | provide orders | +| | | | | must be placed. | +| | | | | Heads Up: For | +| | | | | all other speed | +| | | | | change | +| | | | | requests, do | +| | | | | not disconnect | +| | | | | service and | +| | | | | create a new | +| | | | | order/BAN.  | +| | | | | Scenario 1: | +| | | | | Customer has | +| | | | | existing Fiber | +| | | | | and wants to | +| | | | | upgrade or | +| | | | | downgrade | +| | | | | their speed | +| | | | | (Fiber to Fiber | +| | | | | speed upgrade/d | +| | | | | owngrade). Do | +| | | | | not start a new | +| | | | | BAN for the | +| | | | | requested | +| | | | | speed. This is | +| | | | | a change order. | +| | | | | Placing a new | +| | | | | order and | +| | | | | recommending a | +| | | | | disconnect | +| | | | | violates sales | +| | | | | integrity rules | +| | | | | and may lead to | +| | | | | disciplinary | +| | | | | action.  | +| | | | | Scenario 2: | +| | | | | Customer has | +| | | | | existing Copper | +| | | | | speed and wants | +| | | | | to upgrade or | +| | | | | downgrade their | +| | | | | speed (Copper | +| | | | | to Copper speed | +| | | | | upgrade/downgra | +| | | | | de). Do not | +| | | | | start a new BAN | +| | | | | for the | +| | | | | requested | +| | | | | speed. This is | +| | | | | a change order. | +| | | | | Placing a new | +| | | | | order and | +| | | | | recommending a | +| | | | | disconnect | +| | | | | violates sales | +| | | | | integrity rules | +| | | | | and may lead to | +| | | | | disciplinary | +| | | | | action.  | +| | | | | In the event | +| | | | | you experience | +| | | | | issues that | +| | | | | will not allow | +| | | | | the current | +| | | | | account to be | +| | | | | upgraded or | +| | | | | downgraded, | +| | | | | engage a Team | +| | | | | Lead or Manager | +| | | | | for assistance. | +| | | | | Refer these | +| | | | | customers to | +| | | | | Managed | +| | | | | Telesolutions | +| | | | | via the | +| | | | | referral | +| | | | | process. Click | +| | | | | Find Caller. | +| | | | | Search for the | +| | | | | customer | +| | | | | account number | +| | | | | or name and | +| | | | | click Search | +| | | | | Now. If | +| | | | | located, the | +| | | | | Caller | +| | | | | Authentication | +| | | | | pop-up | +| | | | | displays. If | +| | | | | not located, | +| | | | | use other | +| | | | | methods to | +| | | | | search for an | +| | | | | account (for | +| | | | | example, | +| | | | | address or | +| | | | | phone number). | +| | | | | Authenticate | +| | | | | the customer | +| | | | | per | +| | | | | Authenticating | +| | | | | Accounts in | +| | | | | CRM: Accounts | +| | | | | with Passcodes. | +| | | | | Enter the | +| | | | | Passcode. | +| | | | | Click Validate. | +| | | | | Confirm the | +| | | | | account | +| | | | | information is | +| | | | | correct | +| | | | | (address, | +| | | | | contact | +| | | | | numbers, and | +| | | | | contact names). | +| | | | | Confirm the Sub | +| | | | | Type is | +| | | | | Consumer Small | +| | | | | Office. | +| | | | | Consumer Small | +| | | | | Office - | +| | | | | Screenshot | +| | | | | From the | +| | | | | Interaction | +| | | | | Toolbox, select | +| | | | | the Quick | +| | | | | Action link | +| | | | | Change (Update | +| | | | | Product | +| | | | | Configuration). | +| | | | | From the Search | +| | | | | Assigned | +| | | | | Product screen, | +| | | | | select the | +| | | | | radio button | +| | | | | for the | +| | | | | product/service | +| | | | | you are | +| | | | | changing and | +| | | | | click Change. | +| | | | | In the Update | +| | | | | Order Action | +| | | | | Attributes | +| | | | | section, select | +| | | | | Service_Change | +| | | | | from the | +| | | | | Activity | +| | | | | Description | +| | | | | drop-down. | +| | | | | Click Next. | +| | | | | Review the | +| | | | | existing | +| | | | | Internet | +| | | | | package with | +| | | | | the customer. | +| | | | | Changing the | +| | | | | speed will | +| | | | | cause the | +| | | | | previously | +| | | | | selected bundle | +| | | | | package and | +| | | | | promotion to | +| | | | | fall off. | +| | | | | Any time a | +| | | | | change is made | +| | | | | to the order on | +| | | | | the Negotiate | +| | | | | Product | +| | | | | Configuration | +| | | | | page, click | +| | | | | Check | +| | | | | Configuration. | +| | | | | To restore or | +| | | | | change the | +| | | | | bundle package, | +| | | | | click Restore | +| | | | | AT&T. To stop | +| | | | | the change | +| | | | | order flow and | +| | | | | leave services | +| | | | | unchanged, | +| | | | | click Cancel | +| | | | | Order. Change | +| | | | | the speed | +| | | | | package. AT&T | +| | | | | High Speed | +| | | | | Internet- FBS | +| | | | | (AB Source: | +| | | | | Content: | +| | | | | Accessing FaST | +| | | | | | Searching for | +| | | | | FANs | Search | +| | | | | Filters | Wild | +| | | | | Cards Use FaST | +| | | | | to view FAN | +| | | | | profile details | +| | | | | including: | +| | | | | Account team | +| | | | | members | +| | | | | Authorized FAN | +| | | | | Contacts | +| | | | | Contract | +| | | | | information | +| | | | | FAN discounts | +| | | | | Back to Top | +| | | | | Accessing FaST | +| | | | | FaST is | +| | | | | accessible | +| | | | | from: | +| | | | | Knowledge | +| | | | | Management Link | +| | | | | Center OPUS | +| | | | | To obtain | +| | | | | logins, follow | +| | | | | your centers | +| | | | | existing system | +| | | | | access process. | +| | | | | Back to Top | +| | | | | Searching for | +| | | | | FANs Type a | +| | | | | value into the | +| | | | | search bar such | +| | | | | as company | +| | | | | name, FAN, | +| | | | | Email domain, | +| | | | | or ZIP Code. | +| | | | | Add an asterisk | +| | | | | * to the end of | +| | | | | your ZIP Code | +| | | | | to improve | +| | | | | results | +| | | | | Use the Refine | +| | | | | or Advanced | +| | | | | Search to see | +| | | | | more specific | +| | | | | search options. | +| | | | | From the search | +| | | | | results screen, | +| | | | | click the FAN | +| | | | | name to view | +| | | | | the FAN profile | +| | | | | details: | +| | | | | Offer Elements: | +| | | | | Lists | +| | | | | discounts, fee | +| | | | | waivers, and | +| | | | | other FAN-based | +| | | | | offers. | +| | | | | Customer | +| | | | | Contacts: Lists | +| | | | | Authorized | +| | | | | Order Placers | +| | | | | (AOPs) for | +| | | | | small business | +| | | | | CRU accounts. | +| | | | | AT&T Contacts: | +| | | | | Lists AT&T | +| | | | | Account Team | +| | | | | contacts. | +| | | | | Refer | +| | | | | to Customer | +| | | | | Sales Contact | +| | | | | Inquiries - | +| | | | | BCSS for | +| | | | | details on | +| | | | | requesting | +| | | | | primary sales | +| | | | | contacts. | +| | | | | Notes: Includes | +| | | | | special AT&T | +| | | | | Signature | +| | | | | Program FAN | +| | | | | attachment | +| | | | | policies and | +| | | | | other | +| | | | | instructions. | +| | | | | Back to Top | +| | | | | Search Filters | +| | | | | After | +| | | | | submitting a | +| | | | | search in FaST, | +| | | | | you see a list | +| | | | | of results | +| | | | | organized into | +| | | | | several | +| | | | | columns. At the | +| | | | | top of each | +| | | | | column is a | +| | | | | text box that | +| | | | | you can use to | +| | | | | apply | +| | | | | additional | +| | | | | filters to your | +| | | | | search results. | +| | | | | Email Domain | +| | | | | Search Email | +| | | | | or domain | +| | | | | address | +| | | | | searches are | +| | | | | often the | +| | | | | fastest way to | +| | | | | access | +| | | | | information. | +| | | | | If your | +| | | | | customer has a | +| | | | | company email | +| | | | | address, the | +| | | | | domain follows | +| | | | | the @ symbol. | +| | | | | Example: The | +| | | | | domain for john | +| | | | | @xyzcompany.com | +| | | | | is | +| | | | | xyzcompany.com. | +| | | | | If your | +| | | | | customer does | +| | | | | not have a | +| | | | | company email | +| | | | | address, ask if | +| | | | | their company | +| | | | | has a website. | +| | | | | The domain is | +| | | | | the part of the | +| | | | | Web address | +| | | | | that follows | +| | | | | the www. | +| | | | | Example: The | +| | | | | domain for http | +| | | | | ://www.smithbro | +| | | | | thers.com is sm | +| | | | | ithbrothers.com | +| | | | | Back to Top | +| | | | | Wild Cards | +| | | | | Wild cards are | +| | | | | a valuable way | +| | | | | to optimize | +| | | | | search results. | +| | | | | Here are a few | +| | | | | wild cards: | +| | | | | Quotation marks | +| | | | | ("): Use | +| | | | | quotations | +| | | | | marks to search | +| | | | | for exact | +| | | | | terms. | +| | | | | Example: | +| | | | | Searching for | +| | | | | "American Auto | +| | | | | Supplies" | +| | | | | prevents | +| | | | | American Pride | +| | | | | Auto Supplies | +| | | | | from coming up | +| | | | | in the search | +| | | | | criteria | +| | | | | Asterisk (*): | +| | | | | Add an asterisk | +| | | | | to the | +| | | | | beginning or | +| | | | | end of a word | +| | | | | to broaden | +| | | | | search results. | +| | | | | Example: | +| | | | | Searching for | +| | | | | People* Bank | +| | | | | returns | +| | | | | People's Bank, | +| | | | | Peoples' Bank, | +| | | | | and Peoples | +| | | | | Bank Tilde | +| | | | | (~): Add a | +| | | | | tilde to the | +| | | | | end of a word | +| | | | | to create a | +| | | | | fuzzy search. A | +| | | | | fuzzy search is | +| | | | | a process that | +| | | | | allows your | +| | | | | search to bring | +| | | | | up relevant | +| | | | | sites. | +| | | | | Example: | +| | | | | Searching for | +| | | | | Jay~ Electric | +| | | | | returns Jay | +| | | | | Electric, Joe | +| | | | | Electric, and | +| | | | | Bay Electric. | +| | | | | Back to Top | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 75 | [] | How long | It can take | Content: Here's | +| | | does it take | up to 4 | How it Works | +| | | for the | billing | ACT Closing | +| | | customer to | cycles for | Credits | +| | | see the ACT | ACT Envelope | Provide a | +| | | on their | Credits to | dollar amount | +| | | bill? | appear on | reduction to | +| | | | the bill. | the total line | +| | | | (Source: ACT | of service | +| | | | Closing | charges with a | +| | | | Credits | qualified | +| | | | context) | activation. | +| | | | | CTN must be | +| | | | | activated | +| | | | | during the ACT | +| | | | | Envelope Credit | +| | | | | effective | +| | | | | dates. Customer | +| | | | | must wait 4 | +| | | | | billing cycles | +| | | | | for credits to | +| | | | | appear.  Only | +| | | | | a Direct Seller | +| | | | | may offer ACT. | +| | | | | Examples of ACT | +| | | | | Envelope | +| | | | | Credits | +| | | | | include: $50 | +| | | | | /$100/$150/$200 | +| | | | | credit with a | +| | | | | new Smartphone | +| | | | | activation. | +| | | | | $25/$50 credit | +| | | | | with a new | +| | | | | Feature Phone | +| | | | | activation. | +| | | | | After 4 billing | +| | | | | cycles, if | +| | | | | credits are not | +| | | | | applied follow | +| | | | | AT&T Closing | +| | | | | Tool (ACT) & | +| | | | | Retention | +| | | | | Closing Tool | +| | | | | (RCT) | +| | | | | Enhancements | +| | | | | ** Must be | +| | | | | requested by | +| | | | | AT&T Business | +| | | | | Sales when | +| | | | | supporting | +| | | | | Retail and only | +| | | | | requested when | +| | | | | the CSE is | +| | | | | involved in | +| | | | | closing a sale. | +| | | | | Equipment | +| | | | | Discounts | +| | | | | Contracted | +| | | | | equipment | +| | | | | discounts are | +| | | | | applied at the | +| | | | | point of sale | +| | | | | (for example, | +| | | | | BME or retail) | +| | | | | according to | +| | | | | each company's | +| | | | | profile | +| | | | | equipment | +| | | | | instructions | +| | | | | listed in FaST. | +| | | | | Only the point | +| | | | | of sale may | +| | | | | apply to this | +| | | | | type of | +| | | | | discount. | +| | | | | MRC Modifier | +| | | | | Credits | +| | | | | Provide a | +| | | | | dollar amount | +| | | | | to reduce from | +| | | | | a specific MRC | +| | | | | charge each | +| | | | | billing cycle. | +| | | | | Controlled by | +| | | | | Offer Elements | +| | | | | in ROME/FaST. | +| | | | | On the bill, | +| | | | | the credits | +| | | | | appear | +| | | | | immediately | +| | | | | following the | +| | | | | adjusted | +| | | | | charge. | +| | | | | Prorating rules | +| | | | | apply. | +| | | | | Customer must | +| | | | | be on a | +| | | | | qualifying FAN | +| | | | | and meet the | +| | | | | conditions of | +| | | | | the Offer | +| | | | | Element. CTN | +| | | | | must be active | +| | | | | in order to | +| | | | | receive the | +| | | | | credit. | +| | | | | National | +| | | | | Account Credits | +| | | | | Reduce the | +| | | | | total amount | +| | | | | due on an | +| | | | | account by a | +| | | | | set dollar | +| | | | | amount. If the | +| | | | | credit is | +| | | | | larger than the | +| | | | | amount due in a | +| | | | | given month, | +| | | | | the remaining | +| | | | | credit is | +| | | | | applied to the | +| | | | | next billing | +| | | | | cycle. It may | +| | | | | take up to 2 | +| | | | | billing cycles | +| | | | | to appear on | +| | | | | the billing | +| | | | | statement. | +| | | | | During the | +| | | | | Unification | +| | | | | process, | +| | | | | National | +| | | | | Account Credit | +| | | | | balances can | +| | | | | take up to 3 | +| | | | | billing cycles | +| | | | | to appear on | +| | | | | the billing | +| | | | | statement. | +| | | | | Complete a | +| | | | | Clarify case if | +| | | | | the following | +| | | | | apply: MRC | +| | | | | Modifier is on | +| | | | | the agreement | +| | | | | yet not | +| | | | | appearing on | +| | | | | the Foundation | +| | | | | Account Number | +| | | | | (FAN) Note: | +| | | | | MRC Modifiers | +| | | | | will not apply | +| | | | | if Rate Plans | +| | | | | were backdated | +| | | | | on the | +| | | | | account.  | +| | | | | National | +| | | | | Account | +| | | | | Discount (FAN | +| | | | | Discounts) | +| | | | | Processed by | +| | | | | applying the | +| | | | | contracted | +| | | | | service | +| | | | | discount | +| | | | | percent to | +| | | | | monthly | +| | | | | qualifying | +| | | | | charges | +| | | | | according to | +| | | | | the company's | +| | | | | chosen discount | +| | | | | distribution | +| | | | | method: End- | +| | | | | User Credit | +| | | | | Company Check | +| | | | | Consolidated | +| | | | | Invoice Credit | +| | | | | (CI) | +| | | | | Calculated on | +| | | | | the amount | +| | | | | remaining after | +| | | | | the MRC | +| | | | | Modifiers have | +| | | | | been | +| | | | | subtracted. | +| | | | | Discount only | +| | | | | applies to | +| | | | | future bill | +| | | | | cycles and | +| | | | | cannot be | +| | | | | backdated. | +| | | | | Telegence | +| | | | | applies | +| | | | | discounts to | +| | | | | qualifying | +| | | | | charges in | +| | | | | order from | +| | | | | highest charge | +| | | | | to lowest when | +| | | | | calculating | +| | | | | discounts. | +| | | | | Telegence-Based | +| | | | | Discounts | +| | | | | Provide a | +| | | | | dollar amount | +| | | | | to be reduced | +| | | | | from a specific | +| | | | | MRC charge each | +| | | | | billing cycle | +| | | | | and appear | +| | | | | immediately | +| | | | | following the | +| | | | | charge being | +| | | | | adjusted. | +| | | | | Examples of | +| | | | | Telegence-based | +| | | | | discounts | +| | | | | include, but | +| | | | | are not limited | +| | | | | to: AutoPay | +| | | | | discount | +| | | | | Mobile Select | +| | | | | discount | +| | | | | Troubleshooting | +| | | | | Resources AT&T | +| | | | | Closing Tool | +| | | | | (ACT) Credit | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | Equipment | +| | | | | Discount | +| | | | | Inquiry MRC | +| | | | | Modifier Credit | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | National | +| | | | | Account Credit | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | National | +| | | | | Account | +| | | | | Discount | +| | | | | Inquiries and | +| | | | | Troubleshooting | +| | | | | Telegence-Based | +| | | | | Discount | +| | | | | Inquiries | +| | | | | Source: | +| | | | | Content: . Set | +| | | | | the right | +| | | | | expectations | +| | | | | with plan | +| | | | | information and | +| | | | | recap any | +| | | | | account | +| | | | | transactions | +| | | | | performed. | +| | | | | Review with the | +| | | | | customer Plan | +| | | | | and billing | +| | | | | changes | +| | | | | (including | +| | | | | partial | +| | | | | charges). | +| | | | | Multi-phone | +| | | | | discount on the | +| | | | | first bill, if | +| | | | | applicable. | +| | | | | AutoPay $10mo. | +| | | | | single line or | +| | | | | $20mo. multi- | +| | | | | line credit | +| | | | | within 2-3 bill | +| | | | | cycle, if they | +| | | | | are taking | +| | | | | advantage of | +| | | | | the discount. | +| | | | | AT&T Private | +| | | | | Wi-Fi details | +| | | | | (located under | +| | | | | header, Plan | +| | | | | Features, | +| | | | | Offers, and | +| | | | | Discounts). | +| | | | | Download the | +| | | | | app and set up | +| | | | | the service via | +| | | | | the app to | +| | | | | activate | +| | | | | service on a | +| | | | | device. Source: | +| | | | | Content: ¶ | +| | | | | What is the | +| | | | | AT&T Closing | +| | | | | Tool?¶ ¶ | +| | | | | Available to | +| | | | | CRU only.Level | +| | | | | 3 or above | +| | | | | approval | +| | | | | required.ACT | +| | | | | credits provide | +| | | | | a dollar amount | +| | | | | reduction to | +| | | | | the total lines | +| | | | | of service | +| | | | | charges with a | +| | | | | qualified | +| | | | | activation. | +| | | | | Only used when | +| | | | | there is a | +| | | | | documented | +| | | | | competitive | +| | | | | offer equal to | +| | | | | or lower than | +| | | | | AT&T's | +| | | | | offer.May or | +| | | | | may not be | +| | | | | combinable with | +| | | | | other offers/pr | +| | | | | omotions. Refer | +| | | | | to promotion | +| | | | | brochures when | +| | | | | applicable.¶ | +| | | | | ** Must be | +| | | | | requested by | +| | | | | AT&T Business | +| | | | | Sales when | +| | | | | supporting | +| | | | | Retail and only | +| | | | | requested when | +| | | | | the CSE is | +| | | | | involved in | +| | | | | closing a sale. | +| | | | | ¶ ¶ | +| | | | | Requirements¶ | +| | | | | ¶ Line / | +| | | | | Device | +| | | | | Requirements¶ | +| | | | | Minimum of 5 li | +| | | | | nes.Smartphones | +| | | | | , Basic Phones, | +| | | | | and Data | +| | | | | Devices.AT&T | +| | | | | Installment | +| | | | | Plan/Equipment | +| | | | | Installment | +| | | | | Plan | +| | | | | required.AMB | +| | | | | and ACDA | +| | | | | agreement | +| | | | | types.¶ | +| | | | | Restrictions¶ | +| | | | | Cameras, Gaming | +| | | | | devices, AT&T | +| | | | | Wireless | +| | | | | Internet, | +| | | | | Machine-to- | +| | | | | Machine, and | +| | | | | watches are not | +| | | | | eligible.ACT is | +| | | | | not available | +| | | | | for customers | +| | | | | on custom | +| | | | | agreements.¶ | +| | | | | ACT Credit | +| | | | | Amount¶ | +| | | | | Smartphones:¶ | +| | | | | $50 - $150¶ | +| | | | | Basic phones & | +| | | | | Data Devices¶ | +| | | | | $25 - $50¶ ¶ | +| | | | | Rate Plan | +| | | | | Requirements¶ | +| | | | | ¶ | +| | | | | Smartphones:¶ | +| | | | | Voice plan with | +| | | | | Data feature | +| | | | | $59.98 and | +| | | | | aboveMobile | +| | | | | Share plan with | +| | | | | Voice & | +| | | | | DataMobile | +| | | | | Select | +| | | | | Smartphone | +| | | | | planAny | +| | | | | generally | +| | | | | available | +| | | | | Unlimited plan¶ | +| | | | | ¶ ¶ Basic | +| | | | | Phones/Data | +| | | | | Devices:¶ | +| | | | | Voice Plan | +| | | | | $34.95 and | +| | | | | aboveMobile | +| | | | | Share Plan with | +| | | | | VoiceMobile | +| | | | | Select Plan for | +| | | | | Feature Phones | +| | | | | (Standard and | +| | | | | Custom)Any | +| | | | | generally | +| | | | | available | +| | | | | Unlimited plan¶ | +| | | | | ¶ ¶ ¶ ¶ ¶ | +| | | | | Setting | +| | | | | Expectations¶ | +| | | | | Provide the | +| | | | | total credit | +| | | | | per line.It can | +| | | | | take up to 4 | +| | | | | billing cycles | +| | | | | for ACT | +| | | | | Envelope | +| | | | | Credits to | +| | | | | appear on the | +| | | | | bill. Billing | +| | | | | Statement - | +| | | | | ScreenshotACT | +| | | | | Envelope | +| | | | | Credits display | +| | | | | as Wireless | +| | | | | Activation | +| | | | | Credit on the | +| | | | | bill.A sperate | +| | | | | credit displays | +| | | | | for each new | +| | | | | activation / | +| | | | | CTN in the | +| | | | | Payments & | +| | | | | Adjustments | +| | | | | section.¶ ¶ ¶ | +| | | | | Procedures¶ ¶ | +| | | | | 1Identify a | +| | | | | sales | +| | | | | opportunity & | +| | | | | validate | +| | | | | eligibility.¶ | +| | | | | 1. Access FaST. | +| | | | | 2. Search by | +| | | | | FAN or | +| | | | | Agreement ID. | +| | | | | 3. Select the | +| | | | | correct | +| | | | | agreement from | +| | | | | the list. 4. | +| | | | | Select the | +| | | | | Offer Elements | +| | | | | tab and verify | +| | | | | if the customer | +| | | | | has an active | +| | | | | or expired ACT | +| | | | | Envelope | +| | | | | Credit.¶ ¶ If | +| | | | | Active, the | +| | | | | customer is not | +| | | | | eligible for | +| | | | | another ACT | +| | | | | Envelope Credit | +| | | | | request.If | +| | | | | Expired, | +| | | | | continue to the | +| | | | | next step. A | +| | | | | separate credit | +| | | | | displays for | +| | | | | each new | +| | | | | activation/CTN | +| | | | | in the Payments | +| | | | | & Adjustments | +| | | | | section.FaST - | +| | | | | Screenshot¶ 2¶ | +| | | | | Access the | +| | | | | Offer | +| | | | | Comparison Tool | +| | | | | .External | +| | | | | Centers: Work | +| | | | | with your | +| | | | | manager on site | +| | | | | to access and | +| | | | | fill out the | +| | | | | Offer | +| | | | | Comparison | +| | | | | Tool.¶ 3¶ | +| | | | | Save a copy of | +| | | | | the blank form | +| | | | | to your hard | +| | | | | drive. Do not | +| | | | | add the & | +| | | | | symbol in the | +| | | | | file | +| | | | | name.External | +| | | | | Centers: This | +| | | | | applies to the | +| | | | | manager on | +| | | | | site.¶ | +| | | | | 4Complete the | +| | | | | form.¶ | +| | | | | 1Customer | +| | | | | Information | +| | | | | Section¶ 1. | +| | | | | Segment: NBS | +| | | | | SBS Regional.¶ | +| | | | | ¶ 2. New or | +| | | | | Growth: ¶ ¶ | +| | | | | New is a brand- | +| | | | | new | +| | | | | customer.Growth | +| | | | | is an existing | +| | | | | customer.¶ ¶ | +| | | | | 3. Customer | +| | | | | Name: Enter the | +| | | | | Business Name | +| | | | | (Account | +| | | | | Name).¶ ¶ 4. | +| | | | | Current | +| | | | | Mobility | +| | | | | Carrier: Enter | +| | | | | customer’s | +| | | | | competitor | +| | | | | carrier.¶ ¶ | +| | | | | 5. Customer | +| | | | | Location: Enter | +| | | | | the State the | +| | | | | service is | +| | | | | being set up | +| | | | | in.¶ ¶ 6. | +| | | | | Sales Manager: | +| | | | | Enter your | +| | | | | manager’s | +| | | | | name.¶ ¶ 7. | +| | | | | General | +| | | | | Manager: Select | +| | | | | Tashima.¶ ¶ | +| | | | | 8. Vice- | +| | | | | President: | +| | | | | Auto-populates | +| | | | | when General | +| | | | | Manager is | +| | | | | selected.¶ ¶ | +| | | | | 9. Vertical: | +| | | | | NBS Regional¶ | +| | | | | ¶ 10. | +| | | | | Industry: | +| | | | | Select the | +| | | | | industry that | +| | | | | best matches | +| | | | | the customer.¶ | +| | | | | ¶ 11. Contract | +| | | | | Type: AMB or | +| | | | | ACDA.¶ 2AT&T | +| | | | | Section This | +| | | | | section | +| | | | | represents the | +| | | | | monthly rates | +| | | | | quoted/offered | +| | | | | to the | +| | | | | customer.¶ | +| | | | | Voice Plans: | +| | | | | Specify plan | +| | | | | name, number of | +| | | | | CTNs, and | +| | | | | MRC.Data Plans: | +| | | | | Specify the | +| | | | | plan name, | +| | | | | number of CTNs, | +| | | | | and | +| | | | | MRC.Features: | +| | | | | Specify the | +| | | | | plan name, | +| | | | | number of CTNs, | +| | | | | and MRC.One- | +| | | | | time Charges/Co | +| | | | | mpetitor’s ETF: | +| | | | | Specify the | +| | | | | name, number of | +| | | | | CTNs, and | +| | | | | dollar amount.¶ | +| | | | | List the | +| | | | | competitor’s | +| | | | | ETF here.¶ | +| | | | | Devices: | +| | | | | Specify | +| | | | | Smartphones, | +| | | | | Basic phone or | +| | | | | Data Devices | +| | | | | Source: | +| | | | | Content: | +| | | | | invoice within | +| | | | | 1-2 billing | +| | | | | cycles.  | +| | | | | ClarifyLite | +| | | | | users: | +| | | | | ClarifyLite | +| | | | | displays the | +| | | | | status as | +| | | | | Failed in red | +| | | | | letters when | +| | | | | transactions do | +| | | | | not process. | +| | | | | The | +| | | | | transactions | +| | | | | are re- | +| | | | | attempted by | +| | | | | ClarifyLite. | +| | | | | Do not re- | +| | | | | submit | +| | | | | adjustments in | +| | | | | ClarifyLite or | +| | | | | Telegence when | +| | | | | you see a | +| | | | | failed | +| | | | | transaction. | +| | | | | ClarifyLite | +| | | | | automatically | +| | | | | corrects or | +| | | | | resubmits the | +| | | | | adjustment. | +| | | | | Case number & | +| | | | | expected | +| | | | | resolution date | +| | | | | were not | +| | | | | provided: | +| | | | | Adjustment has | +| | | | | been applied to | +| | | | | the account. | +| | | | | Appears on the | +| | | | | invoice within | +| | | | | 1-2 bill | +| | | | | cycles. | +| | | | | Combined Bill: | +| | | | | Adjustments are | +| | | | | transferred to | +| | | | | the | +| | | | | wired account | +| | | | | after 5-7 | +| | | | | business days. | +| | | | | Adjustments of | +| | | | | pending charges | +| | | | | are included on | +| | | | | the next | +| | | | | invoice. | +| | | | | Suggested | +| | | | | Verbiage:  | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], I have | +| | | | | applied a net | +| | | | | adjustment for | +| | | | | the [ usage | +| | | | | charges, | +| | | | | international | +| | | | | roaming | +| | | | | charges] in the | +| | | | | amount of | +| | | | | [xx.xx]. The | +| | | | | adjustment will | +| | | | | appear on your | +| | | | | invoice within | +| | | | | 1-2 bill | +| | | | | cycles.  | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], I have | +| | | | | applied a net | +| | | | | adjustment for | +| | | | | the [usage | +| | | | | charges, | +| | | | | international | +| | | | | roaming | +| | | | | charges] in the | +| | | | | amount of | +| | | | | [xx.xx]. The | +| | | | | adjustment will | +| | | | | be transferred | +| | | | | to your wired | +| | | | | account within | +| | | | | 5-7 business | +| | | | | days and will | +| | | | | appear on your | +| | | | | next invoice.  | +| | | | | Balance | +| | | | | Transfer, | +| | | | | DirectBill, or | +| | | | | Write-Off | +| | | | | Adjustments | +| | | | | 1 In Clarify, | +| | | | | select Submit | +| | | | | Adjustment. The | +| | | | | Request Info | +| | | | | tab populates. | +| | | | | 2 From the | +| | | | | Dispute/Adj. | +| | | | | Type drop-down, | +| | | | | select the | +| | | | | option that | +| | | | | matches the | +| | | | | adjustment type | +| | | | | you are issuing | +| | | | | (Balance | +| | | | | Transfer, | +| | | | | DirectBill, or | +| | | | | Write-Off). | +| | | | | 3 Check the | +| | | | | Enter Exact | +| | | | | Adjustment | +| | | | | Amount box. | +| | | | | 4 Customer | +| | | | | Dispute box | +| | | | | must be check | +| | | | | for all | +| | | | | adjustments | +| | | | | over SOD or | +| | | | | sent to CART. | +| | | | | Collection | +| | | | | activity stops | +| | | | | until case | +| | | | | closure. | +| | | | | Disputed amount | +| | | | | is not included | +| | | | | in auto- | +| | | | | payments taken | +| | | | | before the case | +| | | | | is resolved. | +| | | | | If the credit | +| | | | | request is | +| | | | | rejected, the | +| | | | | next invoice | +| | | | | reflects a past | +| | | | | due amount. | +| | | | | Late fee | +| | | | | disputes for | +| | | | | past due | +| | | | | amounts are at | +| | | | | your | +| | | | | discretion. | +| | | | | Classify as an | +| | | | | efficiency | +| | | | | adjustment. | +| | | | | Category | +| | | | | Definition | +| | | | | Examples | +| | | | | Checked | +| | | | | Customer is | +| | | | | questioning a | +| | | | | specific charge | +| | | | | on their bill.  | +| | | | | Disputes | +| | | | | MRC/overage | +| | | | | charges and | +| | | | | requests and | +| | | | | adjustment. | +| | | | | Disputes | +| | | | | activation fees | +| | | | | and requests an | +| | | | | adjustment. | +| | | | | Unchecked | +| | | | | Customer is not | +| | | | | questioning a | +| | | | | specific charge | +| | | | | on their bill | +| | | | | Customer calls | +| | | | | to discuss | +| | | | | their rate plan | +| | | | | and the | +| | | | | representative | +| | | | | rerates and | +| | | | | provides a | +| | | | | proactive | +| | | | | credit. | +| | | | | Credits to | +| | | | | pending charges | +| | | | | Goodwill | +| | | | | adjustments | +| | | | | Proactive | +| | | | | credits by | +| | | | | offline teams | +| | | | | 5 Select the | +| | | | | appropriate | +| | | | | Product Type: | +| | | | | Mobility: | +| | | | | Standard | +| | | | | requests not | +| | | | | related to ASC | +| | | | | products AMS - | +| | | | | Advanced | +| | | | | Mobility | +| | | | | Solutions: BM | +| | | | | IoT and CART | +| | | | | only. Use to | +| | | | | process | +| | | | | adjustments for | +| | | | | products on the | +| | | | | AS Product List | +| | | | | and Transfers. | +| | | | | 6 Select the | +| | | | | Category and | +| | | | | Sub-Category | +| | | | | matching the | +| | | | | credit that is | +| | | | | being applied. | +| | | | | Example: | +| | | | | Crediting a | +| | | | | data rate plan, | +| | | | | select the MRC | +| | | | | and Fees | +| | | | | category and | +| | | | | the Rate Plan | +| | | | | Charge - Data | +| | | | | sub-Category. | +| | | | | Multiple | +| | | | | adjustments: | +| | | | | Select the | +| | | | | category with | +| | | | | the largest | +| | | | | adjustment | +| | | | | impact. Refer | +| | | | | to Adjustment C | +| | | | | ategories secti | +| | | | | on if needed. | +| | | | | 7 Select the | +| | | | | correct | +| | | | | Adjustment | +| | | | | Classification. | +| | | | | Correct Charge: | +| | | | | Result of an | +| | | | | AT&T error | +| | | | | reported within | +| | | | | 6 months of the | +| | | | | disputed | +| | | | | invoice. If | +| | | | | multiple | +| | | | | invoices are | +| | | | | impacted, the | +| | | | | oldest must be | +| | | | | within the6 | +| | | | | month period. | +| | | | | Custom | +| | | | | contracts may | +| | | | | extend the | +| | | | | dispute period | +| | | | | and must have | +| | | | | notes in ROME | +| | | | | stating the | +| | | | | revised dispute | +| | | | | period. | +| | | | | Examples - | +| | | | | Incorrect rate | +| | | | | plan | +| | | | | provisioned, | +| | | | | contractual fee | +| | | | | waivers, and so | +| | | | | on. | +| | | | | Efficiency: | +| | | | | Non-AT&T error | +| | | | | adjustments | +| | | | | based on an | +| | | | | unverifiable | +| | | | | customer claim, | +| | | | | customer misund | +| | | | | erstanding, | +| | | | | customer error, | +| | | | | or one-time goo | +| | | | | dwill.Adjustmen | +| | | | | ts that are the | +| | | | | result of an | +| | | | | AT&T error that | +| | | | | were not | +| | | | | reported within | +| | | | | 6 months of | +| | | | | when the issue | +| | | | | first started. | +| | | | | Examples - | +| | | | | Goodwill | +| | | | | adjustment, | +| | | | | prorated charge | +| | | | | adjustment due | +| | | | | to misunderstan | +| | | | | ding, Source: | +| | | | | Content: . ¶ | +| | | | | Remain active | +| | | | | and in good | +| | | | | standing on | +| | | | | wireless | +| | | | | installment | +| | | | | agreements for | +| | | | | the duration of | +| | | | | the installment | +| | | | | term.Monthly | +| | | | | recurring bill | +| | | | | credit can take | +| | | | | from 1 to 3 | +| | | | | billing | +| | | | | cycles.Customer | +| | | | | is responsible | +| | | | | for payments | +| | | | | until bill | +| | | | | credit is | +| | | | | issued.Will | +| | | | | receive the | +| | | | | first credit | +| | | | | equal to the | +| | | | | number of | +| | | | | payments | +| | | | | already | +| | | | | paid.For | +| | | | | automated | +| | | | | orders, monthly | +| | | | | credits | +| | | | | typically begin | +| | | | | on 1st bill, | +| | | | | for manual | +| | | | | (Data Driven) | +| | | | | orders, credits | +| | | | | will begin | +| | | | | within 3 | +| | | | | bills.If | +| | | | | credits start | +| | | | | on 2nd to 3rd | +| | | | | bill. Customer | +| | | | | must pay | +| | | | | his/her bill in | +| | | | | full until the | +| | | | | credits start | +| | | | | to apply in up | +| | | | | to 3 bill | +| | | | | cycles.Late | +| | | | | fees may apply | +| | | | | when bills are | +| | | | | unpaid.Customer | +| | | | | must pay | +| | | | | installments | +| | | | | until | +| | | | | then.Initially, | +| | | | | customers may | +| | | | | receive | +| | | | | multiple | +| | | | | credits at | +| | | | | onset to bring | +| | | | | them current. | +| | | | | For example, | +| | | | | when validation | +| | | | | is confirmed, | +| | | | | if the customer | +| | | | | has had two or | +| | | | | three | +| | | | | installment | +| | | | | charges, she | +| | | | | will receive | +| | | | | two or three | +| | | | | credits on one | +| | | | | bill to resolve | +| | | | | the past | +| | | | | installment | +| | | | | charges.All | +| | | | | credits after | +| | | | | the initial | +| | | | | application are | +| | | | | individual | +| | | | | monthly credits | +| | | | | based on Max | +| | | | | Bill Credit | +| | | | | outlined | +| | | | | above.If the | +| | | | | discounted | +| | | | | phone is | +| | | | | purchased with | +| | | | | down payment, | +| | | | | customer is | +| | | | | responsible for | +| | | | | down payment | +| | | | | and receives it | +| | | | | back as part of | +| | | | | the recurring | +| | | | | bill credit.If | +| | | | | customer | +| | | | | purchases more | +| | | | | expensive | +| | | | | devices or | +| | | | | higher memory | +| | | | | variants, they | +| | | | | will still only | +| | | | | receive max | +| | | | | bill credit | +| | | | | based on OEM | +| | | | | device purchase | +| | | | | .Account | +| | | | | documentation | +| | | | | will be added | +| | | | | at the back | +| | | | | end; sellers do | +| | | | | not need to | +| | | | | apply.¶ | +| | | | | Cancellations & | +| | | | | Suspensions ¶ | +| | | | | Voluntary | +| | | | | suspensions | +| | | | | will pause the | +| | | | | credit until | +| | | | | the customer’s | +| | | | | line becomes | +| | | | | active again.If | +| | | | | line is | +| | | | | cancelled, | +| | | | | credits will | +| | | | | cease; customer | +| | | | | is responsible | +| | | | | for the | +| | | | | remaining | +| | | | | balance of the | +| | | | | installment | +| | | | | plan in this | +| | | | | scenario.¶ | +| | | | | Exchanges & | +| | | | | Returns ¶ | +| | | | | Credits move to | +| | | | | the new device | +| | | | | when exchanged | +| | | | | for an eligible | +| | | | | phone.If | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | participates in | +| | | | | the promo (so | +| | | | | they don’t | +| | | | | receive their | +| | | | | Value upfront | +| | | | | and instead | +| | | | | qualify for | +| | | | | monthly | +| | | | | credits), but | +| | | | | they are within | +| | | | | their 30-day | +| | | | | period and want | +| | | | | to exchange to | +| | | | | a qualified | +| | | | | device = Promo | +| | | | | Monthly bill | +| | | | | credits | +| | | | | transferCredits | +| | | | | stop when | +| | | | | exchange is | +| | | | | made from an | +| | | | | eligible phone | +| | | | | to ineligible | +| | | | | phone/device.If | +| | | | | phone is | +| | | | | returned and | +| | | | | there is no | +| | | | | Next or EIP | +| | | | | installment on | +| | | | | the line, | +| | | | | customer will | +| | | | | not receive | +| | | | | credits.¶ | +| | | | | Price | +| | | | | Protection & | +| | | | | BRE Price | +| | | | | Protection¶ | +| | | | | All trade-ins | +| | | | | are final. | +| | | | | There is not a | +| | | | | price | +| | | | | protection | +| | | | | period for | +| | | | | trade-in | +| | | | | devices. Once | +| | | | | value has been | +| | | | | issued/given | +| | | | | for a trade-in | +| | | | | device where | +| | | | | credit has been | +| | | | | issued, it is | +| | | | | final. | +| | | | | Customers have | +| | | | | up to 30 days | +| | | | | to cancel their | +| | | | | smartphone | +| | | | | purchase. Acti | +| | | | | vations/Upgrade | +| | | | | s with a trade- | +| | | | | in that | +| | | | | occurred 30 | +| | | | | days prior to | +| | | | | offer start | +| | | | | date can | +| | | | | qualify to | +| | | | | receive the | +| | | | | offer on a | +| | | | | reactive basis. | +| | | | | Price | +| | | | | Protection | +| | | | | escalations | +| | | | | must be | +| | | | | submitted | +| | | | | within 60 days | +| | | | | of promo start | +| | | | | date. Activati | +| | | | | ons/Upgrades | +| | | | | that happen | +| | | | | after offer end | +| | | | | date (due to | +| | | | | port-in | +| | | | | failures, free | +| | | | | shipping | +| | | | | delays, and so | +| | | | | on) will be | +| | | | | honored | +| | | | | reactively. | +| | | | | Qualifying | +| | | | | purchases made | +| | | | | in the 30 days | +| | | | | before an offer | +| | | | | started can be | +| | | | | recognized by | +| | | | | submitting a | +| | | | | Price | +| | | | | Protection | +| | | | | escalation. | +| | | | | BRE for Trade- | +| | | | | In Device¶ ¶ | +| | | | | All trade-ins | +| | | | | are final (once | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | AT&T can’t give | +| | | | | back the traded | +| | | | | in phone). | +| | | | | There is not a | +| | | | | price | +| | | | | protection | +| | | | | period for the | +| | | | | trade-in | +| | | | | devices. Once | +| | | | | value has been | +| | | | | issued/given | +| | | | | for a trade-in | +| | | | | device where | +| | | | | credit has been | +| | | | | issued, it is | +| | | | | final. If | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | participates in | +| | | | | the promo (so | +| | | | | they don’t | +| | | | | receive their | +| | | | | Value upfront | +| | | | | and instead | +| | | | | qualify for | +| | | | | monthly | +| | | | | credits) but | +| | | | | they are within | +| | | | | their 30-day | +| | | | | period and want | +| | | | | to exchange to | +| | | | | a non-qualified | +| | | | | device, AT&T | +| | | | | will mail | +| | | | | customer their | +| | | | | value reward | +| | | | | card. If the | +| | | | | customer | +| | | | | returns & | +| | | | | cancels their | +| | | | | purchase, or if | +| | | | | their trade-in | +| | | | | does not meet | +| | | | | minimum value | +| | | | | after | +| | | | | inspection: ¶ | +| | | | | A one-time bill | +| | | | | credit for the | +| | | | | standard trade- | +| | | | | in value is | +| | | | | applied to the | +| | | | | customer's | +| | | | | account.Notes | +| | | | | will be added | +| | | | | to the account | +| | | | | with the | +| | | | | ineligible | +| | | | | reason.¶ BRE | +| | | | | for Purchase | +| | | | | Device¶ ¶ All | +| | | | | trade-ins are | +| | | | | final (once | +| | | | | customer trades | +| | | | | in their phone, | +| | | | | AT&T can’t give | +| | | | | back the traded | +| | | | | in phone). | +| | | | | Protection and | +| | | | | BRE are not the | +| | | | | same. | +| | | | | Customers have | +| | | | | up to 30 days | +| | | | | after purchase | +| | | | | to return or | +| | | | | exchange | +| | | | | devices. | +| | | | | Trade-ins are | +| | | | | final; | +| | | | | escalations are | +| | | | | managed on a | +| | | | | case-by-case | +| | | | | basis under the | +| | | | | manager | +| | | | | discretion | +| | | | | rules. | +| | | | | Customers who | +| | | | | purchase | +| | | | | eligible | +| | | | | devices during | +| | | | | the active | +| | | | | offer dates who | +| | | | | then make | +| | | | | exchanges | +| | | | | within their | +| | | | | 30-day BRE are | +| | | | | still | +| | | | | recognized for | +| | | | | the offer, even | +| | | | | if the BRE | +| | | | | exchange occurs | +| | | | | after the offer | +| | | | | end date. (No | +| | | | | additional | +| | | | | action is | +| | | | | required from | +| | | | | the seller/repr | +| | | | | esentative) 30 | +| | | | | Days for CRU. | +| | | | | Exclusions¶ ¶ | +| | | | | CRU and | +| | | | | FirstNet Agency | +| | | | | Paid, Extended | +| | | | | Primary, | +| | | | | FirstNet | +| | | | | Subscriber will | +| | | | | NOT be subject | +| | | | | to Source: | ++----+--------------+----------------+----------------+-------------------+ +| 76 | [] | s the Offer | I don't | Content: | +| | | Element | know. | Accessing FaST | +| | | removed from | | | Searching for | +| | | the FaST | | FANs | Search | +| | | profile when | | Filters | Wild | +| | | it expires? | | Cards Use FaST | +| | | | | to view FAN | +| | | | | profile details | +| | | | | including: | +| | | | | Account team | +| | | | | members | +| | | | | Authorized FAN | +| | | | | Contacts | +| | | | | Contract | +| | | | | information | +| | | | | FAN discounts | +| | | | | Back to Top | +| | | | | Accessing FaST | +| | | | | FaST is | +| | | | | accessible | +| | | | | from: | +| | | | | Knowledge | +| | | | | Management Link | +| | | | | Center OPUS | +| | | | | To obtain | +| | | | | logins, follow | +| | | | | your centers | +| | | | | existing system | +| | | | | access process. | +| | | | | Back to Top | +| | | | | Searching for | +| | | | | FANs Type a | +| | | | | value into the | +| | | | | search bar such | +| | | | | as company | +| | | | | name, FAN, | +| | | | | Email domain, | +| | | | | or ZIP Code. | +| | | | | Add an asterisk | +| | | | | * to the end of | +| | | | | your ZIP Code | +| | | | | to improve | +| | | | | results | +| | | | | Use the Refine | +| | | | | or Advanced | +| | | | | Search to see | +| | | | | more specific | +| | | | | search options. | +| | | | | From the search | +| | | | | results screen, | +| | | | | click the FAN | +| | | | | name to view | +| | | | | the FAN profile | +| | | | | details: | +| | | | | Offer Elements: | +| | | | | Lists | +| | | | | discounts, fee | +| | | | | waivers, and | +| | | | | other FAN-based | +| | | | | offers. | +| | | | | Customer | +| | | | | Contacts: Lists | +| | | | | Authorized | +| | | | | Order Placers | +| | | | | (AOPs) for | +| | | | | small business | +| | | | | CRU accounts. | +| | | | | AT&T Contacts: | +| | | | | Lists AT&T | +| | | | | Account Team | +| | | | | contacts. | +| | | | | Refer | +| | | | | to Customer | +| | | | | Sales Contact | +| | | | | Inquiries - | +| | | | | BCSS for | +| | | | | details on | +| | | | | requesting | +| | | | | primary sales | +| | | | | contacts. | +| | | | | Notes: Includes | +| | | | | special AT&T | +| | | | | Signature | +| | | | | Program FAN | +| | | | | attachment | +| | | | | policies and | +| | | | | other | +| | | | | instructions. | +| | | | | Back to Top | +| | | | | Search Filters | +| | | | | After | +| | | | | submitting a | +| | | | | search in FaST, | +| | | | | you see a list | +| | | | | of results | +| | | | | organized into | +| | | | | several | +| | | | | columns. At the | +| | | | | top of each | +| | | | | column is a | +| | | | | text box that | +| | | | | you can use to | +| | | | | apply | +| | | | | additional | +| | | | | filters to your | +| | | | | search results. | +| | | | | Email Domain | +| | | | | Search Email | +| | | | | or domain | +| | | | | address | +| | | | | searches are | +| | | | | often the | +| | | | | fastest way to | +| | | | | access | +| | | | | information. | +| | | | | If your | +| | | | | customer has a | +| | | | | company email | +| | | | | address, the | +| | | | | domain follows | +| | | | | the @ symbol. | +| | | | | Example: The | +| | | | | domain for john | +| | | | | @xyzcompany.com | +| | | | | is | +| | | | | xyzcompany.com. | +| | | | | If your | +| | | | | customer does | +| | | | | not have a | +| | | | | company email | +| | | | | address, ask if | +| | | | | their company | +| | | | | has a website. | +| | | | | The domain is | +| | | | | the part of the | +| | | | | Web address | +| | | | | that follows | +| | | | | the www. | +| | | | | Example: The | +| | | | | domain for http | +| | | | | ://www.smithbro | +| | | | | thers.com is sm | +| | | | | ithbrothers.com | +| | | | | Back to Top | +| | | | | Wild Cards | +| | | | | Wild cards are | +| | | | | a valuable way | +| | | | | to optimize | +| | | | | search results. | +| | | | | Here are a few | +| | | | | wild cards: | +| | | | | Quotation marks | +| | | | | ("): Use | +| | | | | quotations | +| | | | | marks to search | +| | | | | for exact | +| | | | | terms. | +| | | | | Example: | +| | | | | Searching for | +| | | | | "American Auto | +| | | | | Supplies" | +| | | | | prevents | +| | | | | American Pride | +| | | | | Auto Supplies | +| | | | | from coming up | +| | | | | in the search | +| | | | | criteria | +| | | | | Asterisk (*): | +| | | | | Add an asterisk | +| | | | | to the | +| | | | | beginning or | +| | | | | end of a word | +| | | | | to broaden | +| | | | | search results. | +| | | | | Example: | +| | | | | Searching for | +| | | | | People* Bank | +| | | | | returns | +| | | | | People's Bank, | +| | | | | Peoples' Bank, | +| | | | | and Peoples | +| | | | | Bank Tilde | +| | | | | (~): Add a | +| | | | | tilde to the | +| | | | | end of a word | +| | | | | to create a | +| | | | | fuzzy search. A | +| | | | | fuzzy search is | +| | | | | a process that | +| | | | | allows your | +| | | | | search to bring | +| | | | | up relevant | +| | | | | sites. | +| | | | | Example: | +| | | | | Searching for | +| | | | | Jay~ Electric | +| | | | | returns Jay | +| | | | | Electric, Joe | +| | | | | Electric, and | +| | | | | Bay Electric. | +| | | | | Back to Top | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer is | +| | | | | not authorized, | +| | | | | per FaST, to | +| | | | | process | +| | | | | upgrade: ¶ ¶ | +| | | | | Advise the | +| | | | | customer that, | +| | | | | per their | +| | | | | company | +| | | | | profile, you | +| | | | | are unable to | +| | | | | process the | +| | | | | request, and | +| | | | | direct them to | +| | | | | their company's | +| | | | | AOP, TCM, or | +| | | | | day-to-day | +| | | | | contact. ¶ ¶ | +| | | | | ¶ ¶ ¶ ¶ | +| | | | | Source: | +| | | | | Content: | +| | | | | Authorization | +| | | | | Instructions | +| | | | | End-User | +| | | | | Maintenance | +| | | | | Capabilities | +| | | | | Password and | +| | | | | authorization | +| | | | | instructions | +| | | | | Update Master | +| | | | | Passwords | +| | | | | Billing and | +| | | | | Ordering | +| | | | | Consolidated | +| | | | | Bill Cycle | +| | | | | Equipment | +| | | | | Payment Options | +| | | | | Preferred | +| | | | | Shipping | +| | | | | Carrier User- | +| | | | | Defined Labels | +| | | | | Customer | +| | | | | Contacts | +| | | | | Add/Remove FAN | +| | | | | contacts to | +| | | | | FaST Name or | +| | | | | Email | +| | | | | Corrections or | +| | | | | Deletions | +| | | | | Enable Web | +| | | | | Services Notes | +| | | | | Authorization | +| | | | | Instructions | +| | | | | Passwords | +| | | | | Tax ID | +| | | | | Requests not | +| | | | | listed above | +| | | | | are supported | +| | | | | through the | +| | | | | Sales team. If | +| | | | | the caller is | +| | | | | updating an | +| | | | | email address | +| | | | | or the FAN- | +| | | | | level address, | +| | | | | send a one-time | +| | | | | PIN per One- | +| | | | | Time PIN - | +| | | | | BCSS. If | +| | | | | unable to | +| | | | | validate, the | +| | | | | change cannot | +| | | | | be processed. | +| | | | | For Sales | +| | | | | supported | +| | | | | requests: | +| | | | | Enhanced Care: | +| | | | | Follow the | +| | | | | Sales | +| | | | | Notification | +| | | | | process in the | +| | | | | Contacting | +| | | | | Sales/SSO | +| | | | | section. All | +| | | | | other | +| | | | | departments: | +| | | | | Refer the | +| | | | | requestor to | +| | | | | their account | +| | | | | team. If a | +| | | | | Sales contact | +| | | | | is not listed | +| | | | | in FaST, see | +| | | | | Customer Sales | +| | | | | Contact | +| | | | | Inquiries - | +| | | | | BCSS. FAN | +| | | | | Update | +| | | | | Procedures | +| | | | | Launching the | +| | | | | SSO Chat Bot | +| | | | | Access the SSO | +| | | | | Chatbot from | +| | | | | the Link center | +| | | | | in Customer | +| | | | | Connect or | +| | | | | Click on this | +| | | | | direct link | +| | | | | You may be | +| | | | | required to log | +| | | | | in with your | +| | | | | Global login | +| | | | | the first time | +| | | | | you open the | +| | | | | application. A | +| | | | | "Permissions | +| | | | | requested" pop- | +| | | | | up appears upon | +| | | | | first launch. | +| | | | | Click Accept to | +| | | | | open the BOT. | +| | | | | Once the | +| | | | | ChatBOT is | +| | | | | launched follow | +| | | | | the prompts to | +| | | | | begin request. | +| | | | | Fill out all | +| | | | | mandatory | +| | | | | fields that are | +| | | | | indicated by a | +| | | | | star (*).  | +| | | | | Check the box | +| | | | | next to Yes to | +| | | | | acknowledge | +| | | | | that the | +| | | | | information you | +| | | | | are submitting | +| | | | | for this | +| | | | | request is | +| | | | | complete and | +| | | | | accurate to the | +| | | | | best of your | +| | | | | knowledge.  | +| | | | | Click the | +| | | | | Submit button | +| | | | | to submit your | +| | | | | request to the | +| | | | | SSO Chat Bot. | +| | | | | If you receive | +| | | | | an error from | +| | | | | your request, | +| | | | | ZNotify via MS | +| | | | | Teams will send | +| | | | | you a link to | +| | | | | chat directly | +| | | | | with a SSO Live | +| | | | | Chat Agent.  | +| | | | | Note: you must | +| | | | | be logged into | +| | | | | MS Teams to | +| | | | | receive the | +| | | | | message from | +| | | | | ZNotify. If | +| | | | | you do not have | +| | | | | access, have | +| | | | | your manager | +| | | | | request access | +| | | | | according to | +| | | | | your department | +| | | | | system access | +| | | | | steps. SSO | +| | | | | Chat BOT | +| | | | | Downtime | +| | | | | Procedure If | +| | | | | the SSO Chat | +| | | | | BOT is | +| | | | | currently offli | +| | | | | ne/unavailable, | +| | | | | please inform | +| | | | | your manager | +| | | | | and set a | +| | | | | Clarify | +| | | | | commitment to | +| | | | | submit the SSO | +| | | | | request once | +| | | | | the SSO Chat | +| | | | | BOT is | +| | | | | available. See | +| | | | | Create, Modify, | +| | | | | and Dispatch | +| | | | | Commitments - | +| | | | | Clarify Help | +| | | | | for correct | +| | | | | steps in | +| | | | | Clarify. Sales | +| | | | | Notification | +| | | | | Process - | +| | | | | Enhanced Care | +| | | | | Only Email | +| | | | | request details | +| | | | | and the name of | +| | | | | the requestor | +| | | | | to the Service | +| | | | | Manager | +| | | | | Customer | +| | | | | Relations and | +| | | | | Global Account | +| | | | | Manager listed | +| | | | | in FaST. | +| | | | | Create a | +| | | | | commitment in | +| | | | | Clarify. | +| | | | | Notify the | +| | | | | customer once | +| | | | | the request is | +| | | | | completed or a | +| | | | | response is | +| | | | | received | +| | | | | indicating the | +| | | | | request cannot | +| | | | | be completed. | +| | | | | Contact the | +| | | | | customer via | +| | | | | phone call or | +| | | | | post-call | +| | | | | notification. | +| | | | | Close the | +| | | | | commitment. | +| | | | | Set | +| | | | | Expectations | +| | | | | Completed via | +| | | | | the SSO Chat | +| | | | | Bot The | +| | | | | information has | +| | | | | been updated on | +| | | | | the profile. | +| | | | | Contact | +| | | | | updates:  | +| | | | | Premier BAN | +| | | | | Administrator | +| | | | | needs to update | +| | | | | the contacts in | +| | | | | Premier once | +| | | | | the change | +| | | | | posts. myAT&T | +| | | | | Primary User | +| | | | | needs to add | +| | | | | the contact as | +| | | | | an additional | +| | | | | Secondary User. | +| | | | | Submitted via | +| | | | | Clarify Case | +| | | | | Updates process | +| | | | | within: | +| | | | | Enhanced Care: | +| | | | | 2-3 days and | +| | | | | the customer | +| | | | | will be | +| | | | | notified via | +| | | | | phone call or | +| | | | | email once | +| | | | | complete.  All | +| | | | | other | +| | | | | departments: 5 | +| | | | | business days | +| | | | | Contact | +| | | | | updates:  | +| | | | | Premier BAN | +| | | | | Administrator | +| | | | | needs to update | +| | | | | the contacts in | +| | | | | Premier once | +| | | | | the change | +| | | | | posts. myAT&T | +| | | | | Primary User | +| | | | | needs to add | +| | | | | the contact as | +| | | | | an additional | +| | | | | Secondary User. | +| | | | | Additional | +| | | | | Information | +| | | | | Escalation | +| | | | | Process | +| | | | | Enhanced Care | +| | | | | When a request | +| | | | | is not complete | +| | | | | by the SLA, | +| | | | | email the | +| | | | | Profiles Team | +| | | | | and request a | +| | | | | status update. | +| | | | | If a status | +| | | | | update is not | +| | | | | provided within | +| | | | | 4 hours, email | +| | | | | Nate Hill. | +| | | | | All Other | +| | | | | Departments | +| | | | | Profiles Team | +| | | | | has up to 5 | +| | | | | business days | +| | | | | to complete the | +| | | | | FAN Profile | +| | | | | Update Clarify | +| | | | | case. If the | +| | | | | Clarify case is | +| | | | | out of Service | +| | | | | Level Agreement | +| | | | | (SLA), go to | +| | | | | Manage Cases - | +| | | | | Clarify Help > | +| | | | | Follow Up on a | +| | | | | Case to view | +| | | | | the history | +| | | | | notes for the | +| | | | | reason. If | +| | | | | additional | +| | | | | assistance is | +| | | | | needed on the | +| | | | | Clarify case, | +| | | | | send an email | +| | | | | to Nate Hill (C | +| | | | | orporate, | +| | | | | Global, Small | +| | | | | Business, and | +| | | | | Government | +| | | | | Source: | +| | | | | Content: | +| | | | | charges. | +| | | | | 14 Did the | +| | | | | discount | +| | | | | percentage | +| | | | | change | +| | | | | recently? | +| | | | | The discounting | +| | | | | percentage can | +| | | | | change for many | +| | | | | reasons, | +| | | | | including a | +| | | | | change in the | +| | | | | customer's | +| | | | | attainment | +| | | | | level or a | +| | | | | change in the | +| | | | | agreement. | +| | | | | Changes to the | +| | | | | discount | +| | | | | percentage are | +| | | | | updated within | +| | | | | 2 billing | +| | | | | cycles of the | +| | | | | change in | +| | | | | wireless line | +| | | | | count | +| | | | | contributing to | +| | | | | the attainment. | +| | | | | Reference the | +| | | | | Audit Trail | +| | | | | available in | +| | | | | FaST to view | +| | | | | some of the | +| | | | | recent changes | +| | | | | that may have | +| | | | | impacted the | +| | | | | bill cycle in | +| | | | | question. | +| | | | | If Then | +| | | | | No Was the | +| | | | | account was | +| | | | | enrolled to the | +| | | | | FAN after the | +| | | | | bill cycle end | +| | | | | date or during | +| | | | | the bill cycle | +| | | | | in question? | +| | | | | Accounts | +| | | | | enrolled after | +| | | | | the bill cycle | +| | | | | end date do not | +| | | | | receive a | +| | | | | discount until | +| | | | | the following | +| | | | | bill cycle. | +| | | | | No Continue to | +| | | | | the next step. | +| | | | | Yes - Advanced | +| | | | | Bill Account | +| | | | | See Advanced | +| | | | | Bill Account | +| | | | | details below. | +| | | | | Yes - Arrears | +| | | | | Billed Account | +| | | | | See Arrears | +| | | | | Billed Account | +| | | | | details below. | +| | | | | Yes - Advanced | +| | | | | Billed Account | +| | | | | Once the | +| | | | | discount | +| | | | | percentage has | +| | | | | been changed in | +| | | | | ROME/FaST or | +| | | | | when the | +| | | | | account has | +| | | | | been enrolled | +| | | | | to a FAN, the | +| | | | | system reflects | +| | | | | the new | +| | | | | National | +| | | | | Account | +| | | | | Discount on the | +| | | | | first calendar | +| | | | | day of the | +| | | | | following | +| | | | | month. For | +| | | | | example, if | +| | | | | ROME/FaST is | +| | | | | updated with a | +| | | | | new National | +| | | | | Account | +| | | | | Discount | +| | | | | percentage on | +| | | | | July 5, the | +| | | | | system applies | +| | | | | the new | +| | | | | discount | +| | | | | percentage on | +| | | | | August 1. | +| | | | | Assist the | +| | | | | customer in | +| | | | | understanding | +| | | | | the recent | +| | | | | changes to the | +| | | | | contract and | +| | | | | how it | +| | | | | influences the | +| | | | | discount | +| | | | | received. Do | +| | | | | not apply | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | If the customer | +| | | | | has additional | +| | | | | questions | +| | | | | regarding their | +| | | | | contract, refer | +| | | | | them to their | +| | | | | TCM or Mobility | +| | | | | Primary Sales | +| | | | | Contact listed | +| | | | | in FaST. | +| | | | | Yes - Arrears | +| | | | | Billed Account | +| | | | | Once the | +| | | | | discount | +| | | | | percentage has | +| | | | | been changed in | +| | | | | ROME/FaST, or | +| | | | | when the | +| | | | | account has | +| | | | | been enrolled | +| | | | | to a FAN, the | +| | | | | system reflects | +| | | | | the new | +| | | | | National | +| | | | | Account | +| | | | | Discount on the | +| | | | | first day of | +| | | | | the customer's | +| | | | | next billing | +| | | | | cycle. For | +| | | | | example, if | +| | | | | ROME/FaST is | +| | | | | updated with a | +| | | | | new National | +| | | | | Account | +| | | | | Discount | +| | | | | percentage on | +| | | | | July 5 and the | +| | | | | customer's bill | +| | | | | cycle close | +| | | | | date is July | +| | | | | 13, the system | +| | | | | applies the new | +| | | | | discount | +| | | | | percentage on | +| | | | | July 14. | +| | | | | Assist the | +| | | | | customer in | +| | | | | understanding | +| | | | | the recent | +| | | | | changes to the | +| | | | | contract and | +| | | | | how it | +| | | | | influences the | +| | | | | discount | +| | | | | received. Do | +| | | | | not apply | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | If the customer | +| | | | | has additional | +| | | | | questions | +| | | | | regarding their | +| | | | | contract, refer | +| | | | | them to their | +| | | | | TCM or Mobility | +| | | | | Primary Sales | +| | | | | Contact listed | +| | | | | in FaST. | +| | | | | 15 Was the FAN | +| | | | | active at the | +| | | | | time of | +| | | | | billing? In | +| | | | | FaST, review | +| | | | | the Profile | +| | | | | Status in the | +| | | | | Profile Header | +| | | | | and the | +| | | | | Effective Date | +| | | | | under the | +| | | | | Others section | +| | | | | to ensure that | +| | | | | the FAN is | +| | | | | active and was | +| | | | | activated | +| | | | | before the bill | +| | | | | cycle being | +| | | | | researched. | +| | | | | If Then | +| | | | | No Advise | +| | | | | the customer | +| | | | | inactive FANs | +| | | | | are not | +| | | | | eligible for | +| | | | | the discount. | +| | | | | Do not offer | +| | | | | adjustments for | +| | | | | valid charges. | +| | | | | Yes   | +| | | | | Submit a FAN | +| | | | | Discounting | +| | | | |  Issues Clarify | +| | | | | case (High- | +| | | | | Level Type: FAN | +| | | | | Discounting, | +| | | | | Sub Type: FAN | +| | | | | Discounting | +| | | | | Issues). | +| | | | | If the case | +| | | | | needs to be | +| | | | | manually | +| | | | | dispatched, | +| | | | | route the case | +| | | | | to the BCS- | +| | | | | Discounting-NBS | +| | | | | Clarify queue. | +| | | | | The customer is | +| | | | | not contacted | +| | | | | by the | +| | | | | Discounting | +| | | | | team. It is the | +| | | | | responsibility | +| | | | | of the | +| | | | | submitter to | +| | | | | follow-up with | +| | | | | the customer | +| | | | | once a response | +| | | | | is received. | +| | | | | Set | +| | | | | expectations: | +| | | | | Advise the | +| | | | | customer that | +| | | | | you have | +| | | | | submitted a | +| | | | | request for | +| | | | | further | +| | | | | research and | +| | | | | you will | +| | | | | contact them | +| | | | | with | +| | | | | resolution. | +| | | | | Provide the | +| | | | | case number and | +| | | | | estimated case | +| | | | | resolution | +| | | | | date. | +| | | | | Create a | +| | | | | commitment to | +| | | | | follow-up with | +| | | | | the customer. | +| | | | | Set the | +| | | | | commitment due | +| | | | | date for the | +| | | | | estimated date | +| | | | | of resolution | +| | | | | of the Clarify | +| | | | | case. Do not | +| | | | | create an | +| | | | | adjustment case | +| | | | | as credits are | +| | | | | calculated and | +| | | | | applied by the | +| | | | | offline team | +| | | | | once the | +| | | | | discounting | +| | | | | issue has been | +| | | | | addressed. FAQ | +| | | | | How does FAN- | +| | | | | based | +| | | | | discounting | +| | | | | work? A FAN is | +| | | | | set up in ROME | +| | | | | to deliver a | +| | | | | discount to | +| | | | | qualified | +| | | | | charges. When | +| | | | | the bill cuts, | +| | | | | the FAN acts | +| | | | | like a rule in | +| | | | | the biller. It | +| | | | | looks at the | +| | | | | BAN, calculates | +| | | | | Source: | +| | | | | Content: six | +| | | | | digits of the | +| | | | | order number | +| | | | | after the O. ¶ | +| | | | | ¶ ¶ ¶ 4CRU | +| | | | | with FAN - | +| | | | | Check FaST.¶ | +| | | | | Manually apply | +| | | | | profile Offer | +| | | | | Elements | +| | | | | flagged as | +| | | | | manual | +| | | | | intervention in | +| | | | | FaST. iPhone: | +| | | | | Eligibility for | +| | | | | iPhone purchase | +| | | | | is separate | +| | | | | from a | +| | | | | customer's | +| | | | | eligibility to | +| | | | | receive a | +| | | | | discounted | +| | | | | price.Some | +| | | | | contract types | +| | | | | do not charge | +| | | | | an ETF if the | +| | | | | individual line | +| | | | | of service is | +| | | | | cancelled | +| | | | | before | +| | | | | completing the | +| | | | | commitment.¶ | +| | | | | 5Review | +| | | | | equipment | +| | | | | pricing and | +| | | | | handset choices | +| | | | | with the | +| | | | | customer in | +| | | | | OPUS.¶ Use | +| | | | | OPUS to quote | +| | | | | final equipment | +| | | | | prices for | +| | | | | customers or | +| | | | | FaST, as | +| | | | | applicable.Do | +| | | | | not use the | +| | | | | Equipment | +| | | | | Pricing Grid | +| | | | | (EPG) to quote | +| | | | | or determine | +| | | | | specific | +| | | | | customer | +| | | | | pricing.Do not | +| | | | | proactively | +| | | | | offer to change | +| | | | | the equipment | +| | | | | pricing.For | +| | | | | additional | +| | | | | equipment | +| | | | | pricing | +| | | | | details, review | +| | | | | Equipment | +| | | | | Pricing Policy | +| | | | | - BCSS.¶ | +| | | | | 6Assist the | +| | | | | customer with | +| | | | | the Upgrade | +| | | | | scenario that | +| | | | | applies to | +| | | | | their CTN - | +| | | | | AT&T Next , | +| | | | | Contract | +| | | | | Pricing , or | +| | | | | No-Commitment | +| | | | | Pricing .¶ | +| | | | | AT&T NextSet | +| | | | | preliminary | +| | | | | order | +| | | | | expectations.¶ | +| | | | | Credit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | AT&T Next | +| | | | | Trade-In¶ | +| | | | | Customer | +| | | | | receives a | +| | | | | return label | +| | | | | with the new | +| | | | | order to send | +| | | | | the trade-in | +| | | | | device | +| | | | | back.Trade-in | +| | | | | device must be | +| | | | | received at the | +| | | | | AT&T warehouse | +| | | | | after receipt | +| | | | | of the new | +| | | | | device.Devices | +| | | | | not received in | +| | | | | a timely manner | +| | | | | get text | +| | | | | reminders to | +| | | | | return the | +| | | | | device.Account | +| | | | | is charged the | +| | | | | remainder of | +| | | | | the installment | +| | | | | plan charges if | +| | | | | the device is | +| | | | | not received | +| | | | | after the | +| | | | | reminder | +| | | | | notifications.¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OPUS - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with the | +| | | | | Oracle Customer | +| | | | | Number:¶ | +| | | | | Ensure the | +| | | | | Oracle Customer | +| | | | | Number ( | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 77 | [] | What happens | If the | Content: If | +| | | when the | request is | the customer is | +| | | request is | denied, the | not authorized, | +| | | denied? | appropriate | per FaST, to | +| | | | reason will | process | +| | | | be selected | upgrade: ¶ ¶ | +| | | | and the | Advise the | +| | | | status will | customer that, | +| | | | be updated | per their | +| | | | in the | company | +| | | | Device | profile, you | +| | | | Unlock - | are unable to | +| | | | Subsidy | process the | +| | | | Tracker. An | request, and | +| | | | email or | direct them to | +| | | | text message | their company's | +| | | | will be sent | AOP, TCM, or | +| | | | to the | day-to-day | +| | | | customer, | contact. ¶ ¶ | +| | | | and a note | ¶ ¶ ¶ ¶ | +| | | | template | Source: | +| | | | will be used | Content: | +| | | | to document | Requests Pulled | +| | | | the denial | from Clarify ¶ | +| | | | reason and | 1Perform the | +| | | | any other | eligibility | +| | | | relevant | check for the | +| | | | information. | request in | +| | | | (Source: | TORCH. Update: | +| | | | Requests | Postpaid | +| | | | Pulled from | devices | +| | | | Clarify) | purchased at | +| | | | | full price can | +| | | | | be unlocked | +| | | | | after 60 days. | +| | | | | CRU exceptions | +| | | | | apply. Check | +| | | | | requirements at | +| | | | | Device Unlock | | +| | | | | Common Issues & | +| | | | | Questions - | +| | | | | BCSS¶ Use | +| | | | | Order Track to | +| | | | | verify date of | +| | | | | purchase. If | +| | | | | order is not | +| | | | | found, check | +| | | | | Device | +| | | | | Lifecycle (DLC) | +| | | | | for Retail | +| | | | | purchases. ¶ | +| | | | | 2What is the | +| | | | | Fraud Check | +| | | | | Eligibility | +| | | | | result?¶ | +| | | | | FailDeny the | +| | | | | request.¶ | +| | | | | Select status | +| | | | | Denied - Fraud_ | +| | | | | Subscriber in | +| | | | | Device Unlock - | +| | | | | Subsidy | +| | | | | Tracker.Use | +| | | | | step 12 in the | +| | | | | Subsidy Tracker | +| | | | | to send an | +| | | | | appropriate | +| | | | | email. Use the | +| | | | | following note | +| | | | | template: ¶ Re | +| | | | | quest:IMEI:Deni | +| | | | | al Reason: IMEI | +| | | | | was associated | +| | | | | with a CTN/BAN | +| | | | | cancelled for | +| | | | | Fraud. Email | +| | | | | sent to the | +| | | | | customer [email | +| | | | | _message].¶ | +| | | | | Paste a copy of | +| | | | | the email | +| | | | | message into | +| | | | | Clarify.Close | +| | | | | the Clarify | +| | | | | case with the | +| | | | | appropriate | +| | | | | resolution.¶ | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | validated.Rejec | +| | | | | ted | +| | | | | ineligible/PIN | +| | | | | not required | +| | | | | (noncustomer or | +| | | | | prepaid).¶ ¶ | +| | | | | PassContinue to | +| | | | | the next | +| | | | | step.N/A¶ | +| | | | | 3What is the | +| | | | | eligibility | +| | | | | check result | +| | | | | for Service/ins | +| | | | | tallment | +| | | | | contract check, | +| | | | | lost/stolen | +| | | | | check, buyer's | +| | | | | remorse, | +| | | | | prepaid check? | +| | | | | When working | +| | | | | Clarify, if you | +| | | | | see ineligible | +| | | | | for ETF or | +| | | | | Service | +| | | | | Commitment in | +| | | | | TORCH:¶ | +| | | | | Manually search | +| | | | | the CTN that | +| | | | | TORCH returned, | +| | | | | and verify if | +| | | | | the contract/in | +| | | | | stallment | +| | | | | information is | +| | | | | correct. Follow | +| | | | | the appropriate | +| | | | | procedures | +| | | | | below after | +| | | | | your manual | +| | | | | verification.¶ | +| | | | | ¶ EligibleCont | +| | | | | inue to Step | +| | | | | 4.Ineligible - | +| | | | | Pending Early | +| | | | | Termination | +| | | | | FeeCancel/Deny | +| | | | | the request | +| | | | | using the | +| | | | | appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Subsidy - | +| | | | | Denied - Commit | +| | | | | Not Complete in | +| | | | | Device Unlock - | +| | | | | Subsidy | +| | | | | Tracker. Use | +| | | | | step 12 in the | +| | | | | Subsidy Tracker | +| | | | | to send an | +| | | | | appropriate | +| | | | | email.¶ If the | +| | | | | customer does | +| | | | | not have a | +| | | | | valid email | +| | | | | address, use | +| | | | | TORCH to send a | +| | | | | text message | +| | | | | advising of the | +| | | | | cancellation | +| | | | | reason. ¶ Use | +| | | | | the following | +| | | | | note template:¶ | +| | | | | Request ID: | +| | | | | IMEI:Denial | +| | | | | Reason: Denied | +| | | | | due to service | +| | | | | commitment not | +| | | | | complete IMEI | +| | | | | tracked, close | +| | | | | case. Email | +| | | | | sent to the | +| | | | | customer [email | +| | | | | _message]¶ | +| | | | | Paste a copy of | +| | | | | the email | +| | | | | message into | +| | | | | Clarify. Close | +| | | | | the Clarify | +| | | | | case with the | +| | | | | appropriate | +| | | | | resolution.¶ | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | validated.Rejec | +| | | | | ted | +| | | | | ineligible/PIN | +| | | | | not required | +| | | | | (noncustomer or | +| | | | | prepaid).¶ ¶ | +| | | | | Ineligible - | +| | | | | Pending | +| | | | | Installment | +| | | | | ChargeValidate | +| | | | | that the | +| | | | | customer does | +| | | | | have an | +| | | | | outstanding | +| | | | | AT&T Next | +| | | | | Service | +| | | | | commitment. | +| | | | | Using the CTN | +| | | | | provided in | +| | | | | TORCH:¶ Go to | +| | | | | TLG > Queries > | +| | | | | Next | +| | | | | Installment | +| | | | | plans. Find the | +| | | | | Next plan for | +| | | | | the IMEI and | +| | | | | check the | +| | | | | status. ¶ If | +| | | | | the status is | +| | | | | Fulfilled or | +| | | | | Released, | +| | | | | continue to | +| | | | | Step 4.If the | +| | | | | status is not | +| | | | | Fulfilled or | +| | | | | Released, | +| | | | | cancel/deny the | +| | | | | request using | +| | | | | the appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Denied - ATT - | +| | | | | Next Commitment | +| | | | | in Device | +| | | | | Unlock - | +| | | | | Subsidy | +| | | | | Tracker. Use | +| | | | | step 12 in the | +| | | | | Subsidy Tracker | +| | | | | to send an | +| | | | | appropriate | +| | | | | email.¶ If the | +| | | | | customer does | +| | | | | not have a | +| | | | | valid email | +| | | | | address, use | +| | | | | TORCH to send a | +| | | | | text message | +| | | | | advising of the | +| | | | | cancellation | +| | | | | reason. ¶ Use | +| | | | | the following | +| | | | | note template:¶ | +| | | | | Request ID: | +| | | | | IMEI:Denial | +| | | | | Reason:Denied | +| | | | | due to IMEI | +| | | | | still under | +| | | | | Installment | +| | | | | Plan IMEI | +| | | | | tracked, close | +| | | | | case. Email | +| | | | | sent to the | +| | | | | customer | +| | | | | [email_message] | +| | | | | ¶ Paste a copy | +| | | | | of the email | +| | | | | message into | +| | | | | Clarify. Close | +| | | | | the Clarify | +| | | | | case with the | +| | | | | appropriate | +| | | | | resolution.¶ | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | validated.Rejec | +| | | | | ted | +| | | | | ineligible/PIN | +| | | | | not required | +| | | | | (noncustomer or | +| | | | | prepaid).¶ ¶ | +| | | | | ¶ ¶ | +| | | | | Ineligible - | +| | | | | Blacklisted | +| | | | | Device or Lost | +| | | | | DeviceCancel/De | +| | | | | ny the request | +| | | | | using the | +| | | | | appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Denied - | +| | | | | Lost/Stolen in | +| | | | | Device Unlock - | +| | | | | Subsidy | +| | | | | Tracker. Use | +| | | | | step 12 in the | +| | | | | Subsidy Tracker | +| | | | | to send an | +| | | | | appropriate | +| | | | | email.¶ If the | +| | | | | customer does | +| | | | | not have a | +| | | | | valid email | +| | | | | address, use | +| | | | | TORCH to send a | +| | | | | text message | +| | | | | advising of the | +| | | | | cancellation | +| | | | | reason. ¶ Use | +| | | | | the following | +| | | | | note template:¶ | +| | | | | Request ID: | +| | | | | IMEI:Denial | +| | | | | Reason: Denied | +| | | | | due to IMEI is | +| | | | | lost/stolen per | +| | | | | DLC IMEI | +| | | | | tracked, close | +| | | | | case. Email | +| | | | | sent to the | +| | | | | customer | +| | | | | [email_message] | +| | | | | ¶ Paste a copy | +| | | | | of the email | +| | | | | message into | +| | | | | Clarify. Close | +| | | | | the Clarify | +| | | | | case with the | +| | | | | appropriate | +| | | | | resolution.¶ | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | validated.Rejec | +| | | | | ted | +| | | | | ineligible/PIN | +| | | | | not required | +| | | | | (noncustomer or | +| | | | | prepaid Source: | +| | | | | Content: | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: Denied | +| | | | | due to SSN/Name | +| | | | | or Passcode on | +| | | | | request does | +| | | | | not match TLG¶ | +| | | | | ¶ Yes: Ensure | +| | | | | the account is | +| | | | | current with no | +| | | | | past due | +| | | | | balance.¶ If | +| | | | | the account was | +| | | | | not past due at | +| | | | | the time the | +| | | | | request was | +| | | | | submitted, and | +| | | | | became past due | +| | | | | before the | +| | | | | request was | +| | | | | received to be | +| | | | | worked | +| | | | | on,continue to | +| | | | | step 6.If the | +| | | | | account has a | +| | | | | past due | +| | | | | balance of less | +| | | | | than $5, select | +| | | | | Yes below.¶ | +| | | | | AT&T wireless | +| | | | | customer¶ | +| | | | | Telegence > | +| | | | | Header > | +| | | | | Balance ¶ | +| | | | | Unified | +| | | | | customer¶ | +| | | | | ExpressPay > | +| | | | | Make a Payment | +| | | | | section > | +| | | | | (view) Past Due | +| | | | | Balance ¶ ¶ | +| | | | | If there is a | +| | | | | past due | +| | | | | balance, deny | +| | | | | the request.¶ | +| | | | | Select status | +| | | | | Denied/ Past | +| | | | | DueUse the | +| | | | | following note | +| | | | | template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: Denied | +| | | | | due to past due | +| | | | | balance. ¶ ¶ | +| | | | | ¶ ¶ Postpaid | +| | | | | - MilitaryHave | +| | | | | deployment | +| | | | | orders been | +| | | | | provided (fax | +| | | | | or email) with | +| | | | | the request?¶ | +| | | | | Deployment | +| | | | | orders are for | +| | | | | a Temporary | +| | | | | Duty Change or | +| | | | | Permanent | +| | | | | Change of | +| | | | | Station¶ ¶ | +| | | | | YesHas the IMEI | +| | | | | form the | +| | | | | request been | +| | | | | active in the | +| | | | | past or present | +| | | | | on the CTN from | +| | | | | the request?¶ | +| | | | | No: Cancel/Deny | +| | | | | the request | +| | | | | using the | +| | | | | appropriate | +| | | | | reason.¶ If | +| | | | | any of the | +| | | | | following | +| | | | | apply, the | +| | | | | customer is not | +| | | | | eligible for an | +| | | | | unlock:¶ | +| | | | | Deployment | +| | | | | orders have not | +| | | | | been provided. | +| | | | | The customer is | +| | | | | not listed as | +| | | | | an active | +| | | | | service member | +| | | | | in the DOD | +| | | | | Database.The | +| | | | | IMEI from the | +| | | | | request has not | +| | | | | been active in | +| | | | | the past or | +| | | | | present on the | +| | | | | CTN from the | +| | | | | request.¶ Set | +| | | | | request to | +| | | | | Denied/No | +| | | | | Military Proof | +| | | | | Docs.Select the | +| | | | | appropriate | +| | | | | note template¶ | +| | | | | Military Denial | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: Denied | +| | | | | due to customer | +| | | | | not listed as | +| | | | | active service | +| | | | | member in DOD | +| | | | | database. | +| | | | | Denial Reason: | +| | | | | Denied due to | +| | | | | orders received | +| | | | | /customer could | +| | | | | not be | +| | | | | validated. | +| | | | | Explanation: [w | +| | | | | hy_orders_were_ | +| | | | | not_validated] | +| | | | | The document | +| | | | | received does | +| | | | | not qualify to | +| | | | | unlock device. | +| | | | | Explanation: [w | +| | | | | hat_was_receive | +| | | | | d_and_why_it_do | +| | | | | es_not_qualify] | +| | | | | Denial Reason: | +| | | | | Denied due to | +| | | | | orders not | +| | | | | received. | +| | | | | Denial Reason: | +| | | | | Denied due to | +| | | | | orders received | +| | | | | /customer could | +| | | | | not be | +| | | | | validated. | +| | | | | Explanation: [w | +| | | | | hy_orders_were_ | +| | | | | not_validated] | +| | | | | ¶ ¶ Yes: | +| | | | | Validate the | +| | | | | customer's | +| | | | | information. ¶ | +| | | | | In TLG, from | +| | | | | the CTN from | +| | | | | the online | +| | | | | request:¶ | +| | | | | Verify OCE | +| | | | | Verified Queue: | +| | | | | Does OCE have a | +| | | | | Sub Stats of | +| | | | | Verified? ¶ If | +| | | | | yes, select Yes | +| | | | | below. If no, | +| | | | | move to step 2 | +| | | | | and 3 below. ¶ | +| | | | | Verify Name: | +| | | | | Does the name | +| | | | | on the request | +| | | | | match TLG? ¶ | +| | | | | If yes, | +| | | | | continue to the | +| | | | | next question. | +| | | | | If no, select | +| | | | | No below. ¶ | +| | | | | Verify | +| | | | | Passcode: If | +| | | | | there is a | +| | | | | passcode in | +| | | | | TLG, is it | +| | | | | (listed | +| | | | | correctly) on | +| | | | | the online | +| | | | | request? ¶ If | +| | | | | yes or there is | +| | | | | no TLG | +| | | | | passcode, | +| | | | | select Yes | +| | | | | below. If no, | +| | | | | select No | +| | | | | below. ¶ ¶ ¶ | +| | | | | Are you able to | +| | | | | verify the | +| | | | | customer?No: | +| | | | | Deny/Cancel the | +| | | | | request using | +| | | | | the appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Denied/No | +| | | | | Military Proof | +| | | | | DocsSelect the | +| | | | | appropriate | +| | | | | note template¶ | +| | | | | Military Denial | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: Denied | +| | | | | due to customer | +| | | | | not listed as | +| | | | | active service | +| | | | | member in DOD | +| | | | | database. | +| | | | | Denial Reason: | +| | | | | Denied due to | +| | | | | orders received | +| | | | | /customer could | +| | | | | not be | +| | | | | validated. | +| | | | | Explanation: [w | +| | | | | hy_orders_were_ | +| | | | | not_validated] | +| | | | | The document | +| | | | | received does | +| | | | | not qualify to | +| | | | | unlock device. | +| | | | | Explanation: [w | +| | | | | hat_was_receive | +| | | | | d_and_why_it_do | +| | | | | es_not_qualify] | +| | | | | Denial Reason: | +| | | | | Denied due to | +| | | | | orders not | +| | | | | received. | +| | | | | Denial Reason: | +| | | | | Denied due to | +| | | | | orders received | +| | | | | /customer could | +| | | | | not be | +| | | | | validated. | +| | | | | Explanation: [w | +| | | | | hy_orders_were_ | +| | | | | not_validated] | +| | | | | ¶ ¶ Yes: | +| | | | | Ensure the | +| | | | | account is | +| | | | | current with no | +| | | | | past due | +| | | | | balance.¶ If | +| | | | | the account was | +| | | | | not past due at | +| | | | | the time the | +| | | | | request was | +| | | | | submitted, and | +| | | | | became past due | +| | | | | before the | +| | | | | request was | +| | | | | received to be | +| | | | | worked on, | +| | | | | continue to | +| | | | | step 6.If the | +| | | | | account has a | +| | | | | past due | +| | | | | balance of less | +| | | | | than $5, select | +| | | | | Yes below.¶ | +| | | | | AT&T wireless | +| | | | | customer¶ | +| | | | | Telegence > | +| | | | | Header > | +| | | | | Balance ¶ | +| | | | | Unified | +| | | | | customer¶ | +| | | | | ExpressPay > | +| | | | | Make a Payment | +| | | | | section > | +| | | | | (view) Past Due | +| | | | | Balance ¶ ¶ | +| | | | | Source: | +| | | | | Content: ¶ | +| | | | | Continue to the | +| | | | | next step.¶ | +| | | | | 11Continue | +| | | | | based on the | +| | | | | IMEI check | +| | | | | results.¶ | +| | | | | ResultActionYes | +| | | | | - SamsungIf the | +| | | | | code is not in | +| | | | | TORCH:¶ Pend | +| | | | | the request to | +| | | | | the | +| | | | | manufacturer.¶ | +| | | | | A manager will | +| | | | | follow up with | +| | | | | the | +| | | | | manufacturer to | +| | | | | retrieve the | +| | | | | code. ¶ Once | +| | | | | it is | +| | | | | available, | +| | | | | follow the | +| | | | | process and | +| | | | | close the | +| | | | | request. ¶ | +| | | | | Where you able | +| | | | | to unlock the | +| | | | | phone?¶ ¶ | +| | | | | YesApprove the | +| | | | | request using | +| | | | | the appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Closed - | +| | | | | Released Code | +| | | | | Device Unlock - | +| | | | | Subsidy Tracker | +| | | | | and send | +| | | | | appropriate | +| | | | | email.¶ If the | +| | | | | customer does | +| | | | | not have a | +| | | | | valid email | +| | | | | address, use | +| | | | | TORCH to send a | +| | | | | text message | +| | | | | advising of the | +| | | | | cancellation | +| | | | | reason. ¶ Use | +| | | | | the following | +| | | | | note template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Approved | +| | | | | - Unlock Code: | +| | | | | IMEI tracked, | +| | | | | close case. | +| | | | | Email sent to | +| | | | | the customer [e | +| | | | | mail_message]¶ | +| | | | | Paste a copy of | +| | | | | the email | +| | | | | message into | +| | | | | Clarify. Close | +| | | | | the Clarify | +| | | | | case with the | +| | | | | appropriate | +| | | | | resolution.¶ | +| | | | | Approved/PIN | +| | | | | validated | +| | | | | Approved/PIN | +| | | | | not required | +| | | | | (noncustomer or | +| | | | | prepaid) ¶ ¶ | +| | | | | NoDeny/Cancel | +| | | | | the request | +| | | | | using the | +| | | | | appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Closed - Code | +| | | | | Not Available | +| | | | | Device Unlock - | +| | | | | Subsidy Tracker | +| | | | | and send | +| | | | | appropriate | +| | | | | email.¶ If the | +| | | | | customer does | +| | | | | not have a | +| | | | | valid email | +| | | | | address, use | +| | | | | TORCH to send a | +| | | | | text message | +| | | | | advising of the | +| | | | | cancellation | +| | | | | reason. ¶ Use | +| | | | | the following | +| | | | | note template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Per | +| | | | | manufacturer no | +| | | | | code available | +| | | | | for IMEI | +| | | | | Updated Subsidy | +| | | | | Tracker Status | +| | | | | to Closed - | +| | | | | Code Not | +| | | | | Available in | +| | | | | field Sent | +| | | | | email to | +| | | | | customer from | +| | | | | Subsidy [email_ | +| | | | | message]¶ | +| | | | | Paste a copy of | +| | | | | the email | +| | | | | message into | +| | | | | Clarify. Close | +| | | | | the Clarify | +| | | | | case with the | +| | | | | appropriate | +| | | | | resolution.¶ | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | validated | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | not required | +| | | | | (noncustomer or | +| | | | | prepaid)¶ ¶ ¶ | +| | | | | Yes - | +| | | | | iPhoneCheck DLC | +| | | | | to verify | +| | | | | network | +| | | | | activity. Does | +| | | | | the IMEI have | +| | | | | network | +| | | | | activity?¶ | +| | | | | YesUpdate | +| | | | | Clarify If | +| | | | | there is a | +| | | | | Clarify case | +| | | | | and no unlock | +| | | | | code:¶ Track | +| | | | | all IMEIs in | +| | | | | Device Unlock - | +| | | | | Subsidy Tracker | +| | | | | with request | +| | | | | status Pending | +| | | | | - For | +| | | | | Manufacturer. | +| | | | | Dispatch the | +| | | | | Clarify request | +| | | | | to Device- | +| | | | | Unlock-BOFC- | +| | | | | Consumer- | +| | | | | Pending.¶ | +| | | | | Nokia non- | +| | | | | Lumia: Dispatch | +| | | | | to Device- | +| | | | | Unlock-BOFC | +| | | | | Consumer- | +| | | | | Pending Nokia | +| | | | | for follow up | +| | | | | by the | +| | | | | specialized | +| | | | | team. Refer to | +| | | | | Clarify Help: | +| | | | | Dispatching a | +| | | | | Case. ¶ Use | +| | | | | the following | +| | | | | note template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Unable to | +| | | | | unlock device | +| | | | | using Torch, | +| | | | | setting for | +| | | | | follow up with | +| | | | | Manufacturer | +| | | | | IMEI tracked, | +| | | | | dispatch case | +| | | | | to appropriate | +| | | | | queue for | +| | | | | follow-up. [ema | +| | | | | il_message]¶ | +| | | | | Paste a copy of | +| | | | | the email | +| | | | | message into | +| | | | | Clarify. ¶ | +| | | | | NoDeny/Cancel | +| | | | | the request | +| | | | | using the | +| | | | | appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Denied - Non | +| | | | | ATT Device | +| | | | | Device Unlock - | +| | | | | Subsidy Tracker | +| | | | | and send | +| | | | | appropriate | +| | | | | email.¶ If the | +| | | | | customer does | +| | | | | not have a | +| | | | | valid email | +| | | | | address, use | +| | | | | TORCH to send a | +| | | | | text message | +| | | | | advising of the | +| | | | | cancellation | +| | | | | reason. ¶ Use | +| | | | | the following | +| | | | | note template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: Denied | +| | | | | due to IMEI is | +| | | | | not valid IMEI | +| | | | | tracked, close | +| | | | | case. Email | +| | | | | sent to the | +| | | | | customer [email | +| | | | | _message]¶ | +| | | | | Paste a copy of | +| | | | | the email | +| | | | | message into | +| | | | | Clarify. Close | +| | | | | the Clarify | +| | | | | case with the | +| | | | | appropriate | +| | | | | resolution.¶ | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | validated | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | not required | +| | | | | (noncustomer or | +| | | | | prepaid)¶ ¶ ¶ | +| | | | | Yes - UnknownDe | +| | | | | ny/Cancel the | +| | | | | request using | +| | | | | the appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Denied - Non | +| | | | | ATT Device | +| | | | | Device Unlock - | +| | | | | Subsidy Tracker | +| | | | | and send | +| | | | | appropriate | +| | | | | email.¶ If the | +| | | | | customer does | +| | | | | not have a | +| | | | | valid email | +| | | | | address, use | +| | | | | TORCH to send a | +| | | | | text message | +| | | | | advising of the | +| | | | | cancellation | +| | | | | reason. ¶ Use | +| | | | | the following | +| | | | | note template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: Denied | +| | | | | due to IMEI is | +| | | | | not valid IMEI | +| | | | | tracked, close | +| | | | | case. Email | +| | | | | sent to the | +| | | | | customer [email | +| | | | | _message]¶ | +| | | | | Paste a copy of | +| | | | | the email | +| | | | | message into | +| | | | | Clarify. Close | +| | | | | the Clarify | +| | | | | case with the | +| | | | | appropriate | +| | | | | resolution.¶ | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | validated | +| | | | | Rejected | +| | | | | ineligible/PIN | +| | | | | not required | +| | | | | (noncustomer or | +| | | | | prepaid)¶ ¶ | +| | | | | Yes - Amazon, | +| | | | | Apple iPad, | +| | | | | Garmin, Lenovo, | +| | | | | Cricket, | +| | | | | TracFone, CT | +| | | | | AsiaDeny/Cancel | +| | | | | the request | +| | | | | using the | +| | | | | appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Closed - Code | +| | | | | Not Available | +| | | | | Device Unlock - | +| | | | | Subs Source: | +| | | | | Content: .¶ | +| | | | | Select status | +| | | | | Denied/Lost | +| | | | | StolenUse the | +| | | | | following note | +| | | | | template:¶ | +| | | | | Request ID: | +| | | | | IMEI:Denial | +| | | | | Reason: Denied | +| | | | | due to IMEI is | +| | | | | lost/stolen per | +| | | | | DLC IMEI | +| | | | | tracked, close | +| | | | | case. Email | +| | | | | sent to the | +| | | | | customer | +| | | | | [email_message] | +| | | | | ¶ ¶ | +| | | | | Ineligible - | +| | | | | Pending BRE Per | +| | | | | iodCancel/Deny | +| | | | | the request | +| | | | | using the | +| | | | | appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Denied/BRE | +| | | | | Period Use the | +| | | | | following note | +| | | | | template:¶ | +| | | | | Request ID: | +| | | | | IMEI:Denial | +| | | | | Reason: Denied | +| | | | | due to IMEI | +| | | | | still under | +| | | | | contract BRE | +| | | | | period has not | +| | | | | been completed | +| | | | | ¶ ¶ | +| | | | | Ineligible - No | +| | | | | Unlock Code - | +| | | | | Non Apple | +| | | | | DeviceContinue | +| | | | | to Step | +| | | | | 4.Ineligible - | +| | | | | Never activated | +| | | | | on network or | +| | | | | Nota active 180 | +| | | | | days | +| | | | | yetCancel/Deny | +| | | | | the request | +| | | | | using the | +| | | | | appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Denied/AT&T | +| | | | | PREPAID | +| | | | | Commitment Not | +| | | | | CompleteUse the | +| | | | | following note | +| | | | | template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: Denied | +| | | | | due to network | +| | | | | activity less | +| | | | | than 6 months | +| | | | | on CTN¶ ¶ No | +| | | | | data found, | +| | | | | N/A, or | +| | | | | UndefinedWhat | +| | | | | is the | +| | | | | Lost/Stolen | +| | | | | Check | +| | | | | Eligibility | +| | | | | result?¶ | +| | | | | FailCancel/Deny | +| | | | | the request | +| | | | | using the | +| | | | | appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Denied/Lost | +| | | | | StolenUse the | +| | | | | following note | +| | | | | template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: Denied | +| | | | | due to IMEI is | +| | | | | lost/stolen per | +| | | | | DLC ¶ ¶ | +| | | | | PassIdentify | +| | | | | the activation | +| | | | | type in DLC.¶ | +| | | | | Prepaid Only - | +| | | | | First Use Date: | +| | | | | Blank or less | +| | | | | than 6 months:¶ | +| | | | | Cancel/Deny the | +| | | | | request using | +| | | | | the appropriate | +| | | | | reason.¶ | +| | | | | Select status | +| | | | | Denied/AT&T | +| | | | | PREPAID | +| | | | | Commitment Not | +| | | | | CompleteUse the | +| | | | | following note | +| | | | | template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: Denied | +| | | | | due to network | +| | | | | activity less | +| | | | | than 6 months | +| | | | | on CTN¶ ¶ ¶ | +| | | | | Prepaid only - | +| | | | | First Use Date: | +| | | | | Blank or less | +| | | | | than 6 months¶ | +| | | | | Continue to | +| | | | | Step 4.¶ | +| | | | | Postpaid only | +| | | | | or blank¶ | +| | | | | Continue to | +| | | | | Step 4.¶ ¶ ¶ | +| | | | | ¶ 4In | +| | | | | Telegence, pull | +| | | | | up the CTN from | +| | | | | the online | +| | | | | request. What | +| | | | | type of account | +| | | | | is the CTN on?¶ | +| | | | | BusinessCheck | +| | | | | the FAN in | +| | | | | FaST. Verify | +| | | | | that there are | +| | | | | no free-form | +| | | | | notes in FAN | +| | | | | Profile > Notes | +| | | | | specifically | +| | | | | restrict from | +| | | | | unlocking | +| | | | | equipment. ¶ | +| | | | | No | +| | | | | Restrictions: | +| | | | | Continue to | +| | | | | Step | +| | | | | 5.Restricted: | +| | | | | Cancel/Deny the | +| | | | | request using | +| | | | | the appropriate | +| | | | | reason.¶ | +| | | | | Select status D | +| | | | | enied/Fraud_Sub | +| | | | | scriber Use the | +| | | | | following note | +| | | | | template:¶ | +| | | | | Request ID: | +| | | | | IMEI: Denial | +| | | | | Reason: IMEI | +| | | | | was associated | +| | | | | with CTN/BAN | +| | | | | cancelled for | +| | | | | Fraud.¶ ¶ | +| | | | | Military¶ | +| | | | | Update Clarify. | +| | | | | If there is a | +| | | | | Clarify case | +| | | | | and no unlock | +| | | | | code:¶ ¶ | +| | | | | Track all IMEIs | +| | | | | in Device | +| | | | | Unlock - | +| | | | | Subsidy Tracker | +| | | | | with request | +| | | | | status Pending | +| | | | | - For | +| | | | | Manufacturer. | +| | | | | Dispatch the | +| | | | | Clarify request | +| | | | | to Device- | +| | | | | Unlock-BOFC- | +| | | | | Consumer- | +| | | | | Pending.¶ | +| | | | | Nokia non- | +| | | | | Lumia: Dispatch | +| | | | | to Device- | +| | | | | Unlock-BOFC | +| | | | | Consumer- | +| | | | | Pending Nokia | +| | | | | for follow-up | +| | | | | by the | +| | | | | specialized | +| | | | | team. ¶ Paste | +| | | | | a copy of the | +| | | | | email message | +| | | | | into Clarify. | +| | | | | The Follow-up | +| | | | | Team researches | +| | | | | the request and | +| | | | | helps provide | +| | | | | resolution.Note | +| | | | | Template:¶ | +| | | | | Request ID: | +| | | | | IMEI:Unable to | +| | | | | unlock device | +| | | | | using Torch, | +| | | | | setting for | +| | | | | follow up with | +| | | | | Manufacturer | +| | | | | IMEI tracked, | +| | | | | dispatch case | +| | | | | to appropriate | +| | | | | queue for | +| | | | | follow-up. | +| | | | | [email_message] | +| | | | | ¶ ¶ ¶ Postpa | +| | | | | idValidate the | +| | | | | customer's | +| | | | | information. ¶ | +| | | | | In TLG, from | +| | | | | the CTN from | +| | | | | the online | +| | | | | request:¶ | +| | | | | Verify OCE | +| | | | | Verified Queue: | +| | | | | Does OCE have a | +| | | | | Sub Stats of | +| | | | | Verified?¶ If | +| | | | | yes, select Yes | +| | | | | below.If no, | +| | | | | move to step 2 | +| | | | | and 3 below. ¶ | +| | | | | Verify Name: | +| | | | | Does the name | +| | | | | on the request | +| | | | | match TLG? ¶ | +| | | | | If yes, | +| | | | | continue to the | +| | | | | next question. | +| | | | | If no, select | +| | | | | No below. ¶ | +| | | | | Verify | +| | | | | Passcode: If | +| | | | | there is a | +| | | | | passcode in | +| | | | | TLG, is it | +| | | | | (listed | +| | | | | correctly) on | +| | | | | the online | +| | | | | request? ¶ If | +| | | | | yes or there is | +| | | | | no TLG | +| | | | | passcode, | +| | | | | select Yes | +| | | | | below. If no, | +| | | | | select No | +| | | | | below. ¶ ¶ ¶ | +| | | | | Are you able to | +| | | | | verify the | +| | | | | customer?¶ No: | +| | | | | Deny/Cancel the | +| | | | | request using | +| | | | | the appropriate | +| | | | | reason.¶ ¶ | +| | | | | Select status | +| | | | | Denied/Unable | +| | | | | to VerifyUse | +| | | | | the following | +| | | | | note template:¶ | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 78 | [] | What are the | The primary | Content: The | +| | | primary | features of | Connected Car | +| | | features of | the | Wi-Fi Hotspot | +| | | the | Connected | is embedded | +| | | Connected | Car Wi-Fi | wireless | +| | | Car Wi-Fi | Hotspot | connectivity in | +| | | Hotspot? | include 4G | eligible | +| | | | LTE wireless | General Motors | +| | | | connectivity | (GM) vehicles | +| | | | on the | to provide | +| | | | strongest | Internet | +| | | | LTE network | connectivity | +| | | | with fast | for up to 7 Wi- | +| | | | data speeds, | Fi enabled | +| | | | built-in | devices, | +| | | | vehicle | including | +| | | | connectivity | smartphones, | +| | | | with a | tablets, | +| | | | powerful | equipped | +| | | | vehicle | laptops, and | +| | | | antenna, Wi- | handheld gaming | +| | | | Fi hotspot | devices.¶ ¶ | +| | | | for | The primary | +| | | | convenient, | features of the | +| | | | affordable | Connected Car | +| | | | wireless con | Wi-Fi Hotspot:¶ | +| | | | nectivity, | ¶ 4G LTE | +| | | | the option | wireless | +| | | | to connect | connectivity on | +| | | | up to 7 | the strongest | +| | | | devices to | LTE network | +| | | | connect your | with fast data | +| | | | remote job | speeds Built- | +| | | | site | in vehicle | +| | | | personnel or | connectivity | +| | | | passengers, | with a powerful | +| | | | and the | vehicle antenna | +| | | | ability to | Wi-Fi hotspot | +| | | | maintain a | for convenient, | +| | | | connection | affordable | +| | | | up to 50 | wireless | +| | | | feet from | connectivity | +| | | | the vehicle. | Option to | +| | | | (Source: | connect up to 7 | +| | | | context) | devices to | +| | | | | connect your | +| | | | | remote job site | +| | | | | personnel or | +| | | | | passengers | +| | | | | Maintain a | +| | | | | connection up | +| | | | | to 50 feet from | +| | | | | the vehicle | +| | | | | Business | +| | | | | customers who | +| | | | | sign an | +| | | | | agreement with | +| | | | | AT&T, and | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions for | +| | | | | that agreement, | +| | | | | receive program | +| | | | | benefits, which | +| | | | | include account | +| | | | | management, | +| | | | | promotional | +| | | | | elements, and c | +| | | | | ommunications.¶ | +| | | | | ¶ Benefits | +| | | | | Business | +| | | | | Customer | +| | | | | Services - | +| | | | | Dedicated | +| | | | | account | +| | | | | management for | +| | | | | authorized | +| | | | | order placers | +| | | | | (AOPs) and | +| | | | | access to | +| | | | | specialized | +| | | | | customer | +| | | | | support. | +| | | | | Business | +| | | | | Discounts - | +| | | | | Depending on | +| | | | | the version of | +| | | | | the business | +| | | | | agreement and | +| | | | | the number of | +| | | | | wireless lines | +| | | | | activated, the | +| | | | | customer may | +| | | | | qualify to | +| | | | | receive | +| | | | | discounts off | +| | | | | their monthly | +| | | | | recurring | +| | | | | charges. | +| | | | | Convenient | +| | | | | Account | +| | | | | Management in | +| | | | | Premier - | +| | | | | Manage your | +| | | | | account | +| | | | | anytime, | +| | | | | anywhere, with | +| | | | | your customized | +| | | | | Premier Online | +| | | | | portal, | +| | | | | featuring | +| | | | | online support, | +| | | | | account | +| | | | | management | +| | | | | tools, billing | +| | | | | analysis tools, | +| | | | | and online chat | +| | | | | for instant | +| | | | | connection. GM | +| | | | | is a leader in | +| | | | | U.S. automotive | +| | | | | sales, selling | +| | | | | vehicles under | +| | | | | the Buick, | +| | | | | Cadillac, | +| | | | | Chevrolet, and | +| | | | | GMC brand | +| | | | | names.¶ ¶ | +| | | | | OnStar services | +| | | | | are sold | +| | | | | separately and | +| | | | | offer | +| | | | | additional | +| | | | | features to GM | +| | | | | customers, such | +| | | | | as connected | +| | | | | safety, | +| | | | | security, and | +| | | | | mobility | +| | | | | solutions, and | +| | | | | advanced | +| | | | | technology in | +| | | | | vehicles in GM | +| | | | | vehicles. Learn | +| | | | | more at | +| | | | | OnStar.¶ ¶ | +| | | | | Support BM IoT | +| | | | | provides Tier 1 | +| | | | | provisioning, | +| | | | | billing, and | +| | | | | connectivity | +| | | | | support. Their | +| | | | | contact number | +| | | | | is 866.563.4703 | +| | | | | or customers | +| | | | | can call the | +| | | | | main | +| | | | | 800.331.0500. | +| | | | | If the customer | +| | | | | enters the | +| | | | | phone number | +| | | | | associated to | +| | | | | the vehicle | +| | | | | into the IVR, | +| | | | | it routes | +| | | | | correctly. If | +| | | | | you are not an | +| | | | | BM IoT | +| | | | | representative | +| | | | | refer to the BM | +| | | | | IoT Call | +| | | | | Handling and | +| | | | | Tracking - Non- | +| | | | | ASCS policy in | +| | | | | Related Links | +| | | | | to determine | +| | | | | transfer | +| | | | | procedures. | +| | | | | Access to | +| | | | | articles in | +| | | | | Related Links | +| | | | | is restricted | +| | | | | based on your | +| | | | | myCSP profile. | +| | | | | Note: It is | +| | | | | mandatory to | +| | | | | transfer calls | +| | | | | to BM IoT | +| | | | | during normal | +| | | | | business hours. | +| | | | | Refer to the | +| | | | | Directory for | +| | | | | details. | +| | | | | Source: | +| | | | | Content: Mobile | +| | | | | Hotspots | +| | | | | provide instant | +| | | | | access to the | +| | | | | Internet over | +| | | | | AT&T's mobile | +| | | | | broadband | +| | | | | network using a | +| | | | | device's Wi-Fi | +| | | | | functionality. | +| | | | | The term Mobile | +| | | | | Hotspot can | +| | | | | describe a | +| | | | | data-only | +| | | | | mobile Internet | +| | | | | device or a | +| | | | | smartphone | +| | | | | feature. Any | +| | | | | Wi-Fi enabled | +| | | | | device should | +| | | | | be able to | +| | | | | connect to the | +| | | | | Mobile | +| | | | | Hotspot:  | +| | | | | This includes, | +| | | | | but is not | +| | | | | limited to | +| | | | | laptops, | +| | | | | tablets, and | +| | | | | digital | +| | | | | cameras. | +| | | | | Average network | +| | | | | speeds depend | +| | | | | on the number | +| | | | | of devices | +| | | | | connected and | +| | | | | how the | +| | | | | connected | +| | | | | devices are | +| | | | | using data. | +| | | | | Mobile Hotspots | +| | | | | can typically | +| | | | | connect 10 | +| | | | | devices: | +| | | | | This number | +| | | | | varies based on | +| | | | | the device. | +| | | | | Enabling Mobile | +| | | | | Hotspot | +| | | | | disconnects the | +| | | | | device from any | +| | | | | active Wi-Fi | +| | | | | session and | +| | | | | connects it to | +| | | | | AT&T's mobile | +| | | | | network. | +| | | | | Mobile Hotspot | +| | | | | has a range of | +| | | | | about 150 feet | +| | | | | indoors and a | +| | | | | greater range | +| | | | | outdoors: | +| | | | | The range | +| | | | | varies | +| | | | | depending on | +| | | | | the device and | +| | | | | material | +| | | | | between the | +| | | | | hotspot and the | +| | | | | user. Mobile | +| | | | | Hotspot is not | +| | | | | available for | +| | | | | video game | +| | | | | consoles such | +| | | | | as PlayStation. | +| | | | | Need to | +| | | | | troubleshoot | +| | | | | Mobile Hotspot? | +| | | | | See the | +| | | | | Hotspots flow | +| | | | | in the | +| | | | | Troubleshoot & | +| | | | | Resolve (TS&R) | +| | | | | tool. Customers | +| | | | | can access | +| | | | | troubleshooting | +| | | | | flows any time | +| | | | | via myAT&T or | +| | | | | online at att.c | +| | | | | om/support. | +| | | | | Data | +| | | | | charges apply. | +| | | | | Charges are | +| | | | | based on the | +| | | | | customer's | +| | | | | current plan. | +| | | | | To avoid | +| | | | | unnecessary | +| | | | | data charges, | +| | | | | recommend that | +| | | | | the customer | +| | | | | turn off | +| | | | | Personal | +| | | | | Hotspot when | +| | | | | not in use. A | +| | | | | data rate plan | +| | | | | with tethering | +| | | | | is required for | +| | | | | Mobile Hotspot- | +| | | | | enabled | +| | | | | devices: | +| | | | | Refer to rate | +| | | | | plan articles | +| | | | | in Related | +| | | | | Links for | +| | | | | details. Access | +| | | | | to articles in | +| | | | | Related Links | +| | | | | is restricted | +| | | | | based on your | +| | | | | Customer | +| | | | | Connect | +| | | | | profile. | +| | | | | Customers can | +| | | | | access | +| | | | | instructions | +| | | | | for enabling | +| | | | | hotspot anytime | +| | | | | using myAT&T or | +| | | | | att.com/devices | +| | | | | upport. | +| | | | | Customers | +| | | | | without a plan | +| | | | | that includes | +| | | | | tethering can | +| | | | | change their | +| | | | | plan any time | +| | | | | via myAT&T. | +| | | | | AT&T Wi-Fi | +| | | | | Manager http:/ | +| | | | | /attwifimanager | +| | | | | can only be | +| | | | | accessed from | +| | | | | the phone, | +| | | | | tablet, or | +| | | | | laptop | +| | | | | connected to | +| | | | | the mobile | +| | | | | hotspot device. | +| | | | | Mobile Internet | +| | | | | Devices Mobile | +| | | | | Internet | +| | | | | devices are | +| | | | | compact and | +| | | | | portable data- | +| | | | | only devices, | +| | | | | giving users a | +| | | | | way to stay | +| | | | | connected on | +| | | | | the go. Select | +| | | | | mobile Internet | +| | | | | devices can be | +| | | | | activated as an | +| | | | | AT&T PREPAID | +| | | | | Mobile Hotspot: | +| | | | | Customers are | +| | | | | given the | +| | | | | option to | +| | | | | select a weekly | +| | | | | or monthly | +| | | | | plan.  AT&T | +| | | | | PREPAID plans | +| | | | | can be changed | +| | | | | at any time. | +| | | | | Mobile Internet | +| | | | | devices can be | +| | | | | activated on a | +| | | | | postpaid | +| | | | | account with a | +| | | | | standalone or a | +| | | | | Mobile Share | +| | | | | plan. Using | +| | | | | Mobile Internet | +| | | | | Devices for | +| | | | | Gaming The | +| | | | | Nighthawk LTE | +| | | | | Mobile Hotspot | +| | | | | Router (MR1100) | +| | | | | and NETGEAR | +| | | | | Nighthawk 5G | +| | | | | Mobile Hotspot | +| | | | | (MR5000) are | +| | | | | the only | +| | | | | devices that | +| | | | | can be used as | +| | | | | a router for | +| | | | | game consoles | +| | | | | at this time.  | +| | | | | A software upda | +| | | | | te was released | +| | | | | in September of | +| | | | | 2018 to update | +| | | | | the Network | +| | | | | Address | +| | | | | Translation | +| | | | | (NAT) | +| | | | | configuration | +| | | | | for gaming on | +| | | | | the Nighthawk | +| | | | | LTE Mobile | +| | | | | Hotspot Router | +| | | | | (MR1100) to | +| | | | | work. The user | +| | | | | may need to | +| | | | | turn on UPnP in | +| | | | | device settings | +| | | | | if unable to | +| | | | | use the router | +| | | | | for gaming. | +| | | | | Universal Plug | +| | | | | and Play (UPnP) | +| | | | | Internet | +| | | | | Gateway Device | +| | | | | (IGD) Version | +| | | | | is a setting | +| | | | | that allows the | +| | | | | user to | +| | | | | configure the | +| | | | | ports necessary | +| | | | | to facilitate | +| | | | | peer to peer | +| | | | | communications | +| | | | | necessary for | +| | | | | many console | +| | | | | games. From | +| | | | | a computer that | +| | | | | is connected to | +| | | | | the Nighthawk | +| | | | | router, launch | +| | | | | a web browser. | +| | | | | To view the | +| | | | | mobile router | +| | | | | Wi-Fi network | +| | | | | name, press the | +| | | | | router Power | +| | | | | button to | +| | | | | navigate | +| | | | | through screens | +| | | | | until the Wi-Fi | +| | | | | network name | +| | | | | (SSID) | +| | | | | displays. | +| | | | | Enter http://at | +| | | | | twifimanager in | +| | | | | the web | +| | | | | browser. A | +| | | | | login page | +| | | | | displays; enter | +| | | | | the | +| | | | | administrator | +| | | | | login password. | +| | | | | The dashboard | +| | | | | displays; | +| | | | | select Settings | +| | | | | > Router > | +| | | | | Basic. Turn on | +| | | | | UPnP. Smartpho | +| | | | | nes/Tablets | +| | | | | with Mobile | +| | | | | Hotspot Feature | +| | | | | Most smartphone | +| | | | | s/tablets have | +| | | | | a Mobile | +| | | | | Hotspot feature | +| | | | | built in. | +| | | | | Refer to Device | +| | | | | Support in the | +| | | | | Link Center to | +| | | | | see if a device | +| | | | | has Mobile | +| | | | | Hotspot | +| | | | | capability and | +| | | | | for setup | +| | | | | instructions: | +| | | | | See | +| | | | | Connectivity in | +| | | | | Device Topics | +| | | | | or search | +| | | | | Mobile Hotspot. | +| | | | | The Mobile | +| | | | | Hotspot feature | +| | | | | is called | +| | | | | personal | +| | | | | hotspot on iOS | +| | | | | or Internet | +| | | | | sharing on | +| | | | | Windows. The | +| | | | | hotspot feature | +| | | | | allows | +| | | | | customers to | +| | | | | connect a | +| | | | | tablet, laptop, | +| | | | | or other Wi-Fi | +| | | | | enabled device | +| | | | | to the Internet | +| | | | | without an | +| | | | | additional | +| | | | | device. | +| | | | | Additional | +| | | | | Resources How | +| | | | | to set up a | +| | | | | Personal | +| | | | | Hotspot on your | +| | | | | iPhone or iPad | +| | | | | If Personal | +| | | | | Hotspot is not | +| | | | | working on your | +| | | | | iPhone or iPad | +| | | | | (Wi-Fi + | +| | | | | Cellular) | +| | | | | Share a mobile | +| | | | | connection by | +| | | | | hotspot or | +| | | | | tethering on | +| | | | | Android Rate | +| | | | | Plan | +| | | | | Eligibility | +| | | | | Data charges | +| | | | | apply. Source: | +| | | | | Content: Moxee™ | +| | | | | Mobile Hotspot | +| | | | | Stay connected | +| | | | | anywhere life | +| | | | | takes you with | +| | | | | the Moxee | +| | | | | Mobile Hotspot. | +| | | | | At home or on | +| | | | | the road, it’s | +| | | | | the perfect | +| | | | | companion for | +| | | | | schoolwork, | +| | | | | video calls, | +| | | | | movies, gaming, | +| | | | | browsing, and | +| | | | | working.   | +| | | | | Direct | +| | | | | Fulfillment: | +| | | | | May 20, 2020 | +| | | | | Available via | +| | | | | OPUS Business | +| | | | | Sales and | +| | | | | Premier bulk | +| | | | | only. Features | +| | | | | you need! | +| | | | | Connections | +| | | | | Dual Band Wi-Fi | +| | | | | Connect up to | +| | | | | 16 Wi-Fi | +| | | | | connected | +| | | | | devices. | +| | | | | Support for | +| | | | | faster speeds | +| | | | | and greater | +| | | | | range. | +| | | | | Security Web | +| | | | | User Interface | +| | | | | Secure with | +| | | | | password | +| | | | | protection and | +| | | | | the latest Wi- | +| | | | | Fi security | +| | | | | protocols. | +| | | | | Convenient Web | +| | | | | User Interface | +| | | | | to manage | +| | | | | settings and | +| | | | | features. Long | +| | | | | lasting | +| | | | | Rechargeable | +| | | | | 2,300 mAh | +| | | | | battery. See | +| | | | | Additional | +| | | | | Device Specs. | +| | | | | Our Best | +| | | | | Pricing AT&T | +| | | | | Device Pricing | +| | | | | Plans | +| | | | | Amount | +| | | | | 2-Year SMB CRU | +| | | | | $24.99 | +| | | | | 1-Year MBS CRU | +| | | | | $79.99 | +| | | | | No Commitment | +| | | | | SRP $84.99 | +| | | | | Moxee Mobile | +| | | | | Hotspot SKU | +| | | | | Model number: | +| | | | | K779HSDL | +| | | | | Black: SKU | +| | | | | 6468C Always | +| | | | | consult your | +| | | | | local market | +| | | | | price sheet for | +| | | | | actual pricing | +| | | | | and activation | +| | | | | requirements. | +| | | | | Accessories | +| | | | | Your phone | +| | | | | deserves a | +| | | | | little | +| | | | | something | +| | | | | special! AT&T | +| | | | | 4FT USB A to | +| | | | | Micro Cable | +| | | | | SKU: 4569LSRP: | +| | | | | $15 | +| | | | | AT&T 6FT USB A | +| | | | | to Micro Cable | +| | | | | SKU: 44581LSRP: | +| | | | | $20 | +| | | | | AT&T 18W Power | +| | | | | Delivery Wall | +| | | | | Charger SKU: | +| | | | | 4493LSRP: $25 | +| | | | | View the full | +| | | | | Accessories | +| | | | | List on | +| | | | | att.com. Life | +| | | | | happens. Insure | +| | | | | your phone. | +| | | | | Don’t forget to | +| | | | | sign up for | +| | | | | AT&T Protect | +| | | | | Advantage. | +| | | | | More Phone | +| | | | | Resources AT&T | +| | | | | App Select | +| | | | | AT&T Mobile | +| | | | | Sales Tool | +| | | | | (MST) AT&T | +| | | | | Device Help | +| | | | | AT&T Protect | +| | | | | Advantage - | +| | | | | BCSS Device | +| | | | | Issues (DI) Log | +| | | | | and Software | +| | | | | Updates Device | +| | | | | Support | +| | | | | Equipment | +| | | | | Exchange - BCSS | +| | | | | Equipment | +| | | | | Returns - BCSS | +| | | | | National | +| | | | | Promotions - | +| | | | | BCSS | +| | | | | Additional | +| | | | | Device Features | +| | | | | and Specs OS: | +| | | | | Linux 3.18.48 | +| | | | | Network: 4G LTE | +| | | | | FirstNet Ready: | +| | | | | No Water | +| | | | | Resistance: No | +| | | | | Battery Life: | +| | | | | Use Time - up | +| | | | | to 8.25 hours; | +| | | | | Standby - up to | +| | | | | 450 hours; | +| | | | | 2300mAh | +| | | | | Memory: 256MB | +| | | | | Internal & | +| | | | | 256MB RAM; | +| | | | | cannot add | +| | | | | additional | +| | | | | external | +| | | | | storage | +| | | | | Processor: | +| | | | | Qualcomm 9607 | +| | | | | Charging: | +| | | | | Micro-USB, No | +| | | | | Wireless | +| | | | | Charging SIM: | +| | | | | Micro-SIM | +| | | | | (3FF), SKU | +| | | | | 40954, included | +| | | | | in box / not | +| | | | | pre-inserted | +| | | | | Display/Glass | +| | | | | type: 1.44" | +| | | | | display size, | +| | | | | PMMA, No | +| | | | | Touchscreen | +| | | | | Source: | +| | | | | Content: | +| | | | | Mobile Hotspot | +| | | | | and tethering | +| | | | | are not | +| | | | | available with | +| | | | | Gaming Data | +| | | | | plans: Refer | +| | | | | to Data Plans | +| | | | | for | +| | | | | Smartphones, | +| | | | | Internet | +| | | | | Devices, and | +| | | | | Tablets in | +| | | | | Related Links.* | +| | | | | A data rate | +| | | | | plan with | +| | | | | tethering is | +| | | | | required for | +| | | | | Mobile Hotspot- | +| | | | | enabled | +| | | | | devices: | +| | | | | Refer to the | +| | | | | rate plan | +| | | | | articles in | +| | | | | Related Links.* | +| | | | | The customer | +| | | | | must have | +| | | | | domestic | +| | | | | tethering | +| | | | | (hotspot) | +| | | | | enabled on | +| | | | | their line of | +| | | | | service to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad. | +| | | | | Refer to | +| | | | | International | +| | | | | Traveling Hub | +| | | | | in Related | +| | | | | Links.* In the | +| | | | | hub, select | +| | | | | International | +| | | | | Services FAQs > | +| | | | | Data. For AT&T | +| | | | | PREPAID plans, | +| | | | | refer to AT&T | +| | | | | PREPAID Rate | +| | | | | Plans in | +| | | | | Related Links.* | +| | | | | AT&T Retail | +| | | | | employees - | +| | | | | Refer to the | +| | | | | Rate Plan | +| | | | | Viewer (RPV) | +| | | | | articles in | +| | | | | Related Links.* | +| | | | | Select | +| | | | | unlimited data | +| | | | | plans include | +| | | | | the ability to | +| | | | | tether or use | +| | | | | the Mobile | +| | | | | Hotspot | +| | | | | feature: | +| | | | | Refer to | +| | | | | Unlimited Plan | +| | | | | articles in | +| | | | | Related Links.* | +| | | | | Customers on | +| | | | | Unlimited Plus | +| | | | | plans can track | +| | | | | their personal | +| | | | | Mobile Hotspot | +| | | | | (MH) data usage | +| | | | | on their smartp | +| | | | | hone/tablet | +| | | | | device: | +| | | | | Refer to Mobile | +| | | | | Hotspot Data | +| | | | | Management in | +| | | | | Related Links* | +| | | | | Access to | +| | | | | articles in | +| | | | | Related Links | +| | | | | is restricted | +| | | | | based on your | +| | | | | Customer | +| | | | | Connect | +| | | | | profile. | +| | | | | Source: | +| | | | | Content: | +| | | | | Tracking Mobile | +| | | | | Hotspot usage | +| | | | | just got | +| | | | | easier! | +| | | | | Customers on | +| | | | | select | +| | | | | unlimited plans | +| | | | | with the | +| | | | | capability to | +| | | | | use mobile | +| | | | | hotspot can now | +| | | | | track their | +| | | | | personal mobile | +| | | | | hotspot usage | +| | | | | on their smartp | +| | | | | hones/tablets.W | +| | | | | hat's a | +| | | | | Personal Mobile | +| | | | | Hotspot? AT&T | +| | | | | Unlimited plan | +| | | | | customers get | +| | | | | personal mobile | +| | | | | hotspot | +| | | | | capability on s | +| | | | | martphones/tabl | +| | | | | et devices. It | +| | | | | provides | +| | | | | instant access | +| | | | | to the Internet | +| | | | | over AT&T's | +| | | | | mobile | +| | | | | broadband | +| | | | | network for | +| | | | | devices like | +| | | | | laptops, | +| | | | | tablets, or | +| | | | | other | +| | | | | smartphones. | +| | | | | Also called | +| | | | | tethering. | +| | | | | Important | +| | | | | reminders about | +| | | | | Personal MH | +| | | | | data usage: MH | +| | | | | usage is | +| | | | | tracked | +| | | | | separately from | +| | | | | the high-speed | +| | | | | data usage | +| | | | | (premium data | +| | | | | included) on a | +| | | | | line. To | +| | | | | determine a | +| | | | | customer | +| | | | | premium high | +| | | | | speed data | +| | | | | and/or mobile | +| | | | | hotspot | +| | | | | allotment, | +| | | | | refer to the | +| | | | | customer's plan | +| | | | | details. | +| | | | | Reduced MH | +| | | | | speeds doesn't | +| | | | | impact the | +| | | | | customers high- | +| | | | | speed data on a | +| | | | | line. Once a | +| | | | | device reaches | +| | | | | the monthly MH | +| | | | | allotment, | +| | | | | tethering | +| | | | | speeds will be | +| | | | | slowed to | +| | | | | 128Kbps and | +| | | | | will return to | +| | | | | normal at the | +| | | | | start of the | +| | | | | next billing | +| | | | | cycle. | +| | | | | Navigating the | +| | | | | Systems View | +| | | | | screenshots of | +| | | | | a lines | +| | | | | personal MH | +| | | | | data usage: | +| | | | | myAT&T OPUS | +| | | | | Snapshot | +| | | | | Premier What | +| | | | | the Customer | +| | | | | Needs to | +| | | | | KnowCustomer | +| | | | | experience with | +| | | | | reduced network | +| | | | | speeds A | +| | | | | device that has | +| | | | | reached 100% of | +| | | | | their MH | +| | | | | allotment in a | +| | | | | billing cycle | +| | | | | can expect | +| | | | | speeds slowed | +| | | | | to a max of | +| | | | | 128Kbps for the | +| | | | | rest of the | +| | | | | bill cycle: | +| | | | | Web sites will | +| | | | | load very | +| | | | | slowly and can | +| | | | | affect the | +| | | | | performance of | +| | | | | data-heavy | +| | | | | activities such | +| | | | | as interactive | +| | | | | gaming will | +| | | | | significantly | +| | | | | be impacted. | +| | | | | Audio and video | +| | | | | streaming, | +| | | | | picture and | +| | | | | video | +| | | | | messaging, apps | +| | | | | and services, | +| | | | | as well as | +| | | | | other data | +| | | | | usage will all | +| | | | | be impacted and | +| | | | | may not be | +| | | | | fully | +| | | | | functional or | +| | | | | work at all. | +| | | | | Viewing a Web | +| | | | | page or | +| | | | | checking e-mail | +| | | | | will still work | +| | | | | but will be | +| | | | | slowed to | +| | | | | 128Kbps. MH | +| | | | | data speeds to | +| | | | | resume on the | +| | | | | first day of | +| | | | | the next bill | +| | | | | cycle. | +| | | | | Managing | +| | | | | personal Mobile | +| | | | | Hotspot data | +| | | | | usage Walk the | +| | | | | customer | +| | | | | through the | +| | | | | easiest, and | +| | | | | most convenient | +| | | | | way to self- | +| | | | | serve using a | +| | | | | smartphone, | +| | | | | computer, or | +| | | | | tablet. myAT&T | +| | | | | App. | +| | | | | Provides the | +| | | | | ability to view | +| | | | | usage (includes | +| | | | | MH usage) from | +| | | | | the device.  | +| | | | | Groups with | +| | | | | more than 10 | +| | | | | lines must | +| | | | | access the | +| | | | | lines' | +| | | | | individual data | +| | | | | usage details | +| | | | | to obtain | +| | | | | totals. | +| | | | | Premier Online | +| | | | | Bill shows MH | +| | | | | for Unlimited | +| | | | | Group plans | +| | | | | with tethering. | +| | | | | User must have | +| | | | | the most recent | +| | | | | device | +| | | | | software. | +| | | | | Helpful tips on | +| | | | | managing | +| | | | | wireless usage | +| | | | | Review and | +| | | | | email link to | +| | | | | ways to manage | +| | | | | your wireless | +| | | | | usage to the | +| | | | | customer. When | +| | | | | possible | +| | | | | instead of | +| | | | | using your MH, | +| | | | | connect devices | +| | | | | to a Wi-Fi | +| | | | | network to | +| | | | | avoid using | +| | | | | wireless data. | +| | | | | Speeds are not | +| | | | | reduced while | +| | | | | connected via | +| | | | | Wi-Fi and data | +| | | | | activity over | +| | | | | Wi-Fi does not | +| | | | | count toward a | +| | | | | lines high- | +| | | | | speed threshold | +| | | | | for personal MH | +| | | | | or total data | +| | | | | usage during a | +| | | | | billing cycle. | +| | | | | Streaming video | +| | | | | consumes the | +| | | | | most data of | +| | | | | all possible | +| | | | | activities and | +| | | | | is often the | +| | | | | reason | +| | | | | customers | +| | | | | experience | +| | | | | reduced speeds. | +| | | | | Customer | +| | | | | Notifications | +| | | | | Once the | +| | | | | customer's | +| | | | | account is | +| | | | | updated, AT&T | +| | | | | will send a | +| | | | | Free SMS and | +| | | | | e-mail to let | +| | | | | the customer | +| | | | | know when a | +| | | | | line is close | +| | | | | to or reaches | +| | | | | their MH | +| | | | | allotment | +| | | | | during a | +| | | | | billing | +| | | | | cycle. DUCS | +| | | | | notifications | +| | | | | and e-mail | +| | | | | notifications | +| | | | | are sent at: | +| | | | | 90% and 100% | +| | | | | for Business. | +| | | | | Data Usage | +| | | | | Controls | +| | | | | Service (DUCS) | +| | | | | Sample* AT&T | +| | | | | Free Msg: | +| | | | | Please note | +| | | | | that you have | +| | | | | used 100% of | +| | | | | your 15GB of | +| | | | | mobile hotspot | +| | | | | high-speed data | +| | | | | for this bill | +| | | | | period. Mobile | +| | | | | hotspot data | +| | | | | will be slowed | +| | | | | to 128Kbps | +| | | | | until | +| | | | | XXXX/XX/XX. | +| | | | | After this, | +| | | | | your 10GB of | +| | | | | mobile hotspot | +| | | | | high-speed data | +| | | | | will be reset. | +| | | | | Dial *DATA# | +| | | | | (*3282#) to | +| | | | | track your data | +| | | | | use. Email | +| | | | | notifications | +| | | | | contain similar | +| | | | | information. Tr | +| | | | | oubleshooting | +| | | | | There is no | +| | | | | tracking SOC | +| | | | | added to a line | +| | | | | if the mobile | +| | | | | hotspots speeds | +| | | | | are reduced. | +| | | | | Check for a MH | +| | | | | DUC | +| | | | | notifications | +| | | | | in the notes to | +| | | | | determine if a | +| | | | | line is at or | +| | | | | exceeded the | +| | | | | monthly | +| | | | | allotment. | +| | | | | Refer customers | +| | | | | to myAT&T/att.c | +| | | | | om to view a | +| | | | | lines' mobile | +| | | | | hotspot usage. | +| | | | | Customer is on | +| | | | | an eligible | +| | | | | unlimited plan | +| | | | | with a smartpho | +| | | | | ne/tablet that | +| | | | | has mobile | +| | | | | hotspot | +| | | | | capability but | +| | | | | cannot use the | +| | | | | devices | +| | | | | personal MH | +| | | | | feature. Have | +| | | | | the customer | +| | | | | check the | +| | | | | device settings | +| | | | | for a | +| | | | | notification to | +| | | | | update the | +| | | | | device. For | +| | | | | further trouble | +| | | | | shooting, refer | +| | | | | to Access Point | +| | | | | Name (APN). | +| | | | | Customer cannot | +| | | | | get/see their | +| | | | | mobile hotspot | +| | | | | usage? | +| | | | | Customer may | +| | | | | not have Used | +| | | | | any MH usage at | +| | | | | this time. The | +| | | | | latest software | +| | | | | version | +| | | | | available for | +| | | | | their device. | +| | | | | Check settings | +| | | | | for an update.  | +| | | | | For further tro | +| | | | | ubleshooting, | +| | | | | refer Source: | ++----+--------------+----------------+----------------+-------------------+ +| 79 | [] | Who supports | The AT&T | Content: The | +| | | the AT&T | Connected | Connected Car | +| | | Connected | Car Wi-Fi | Wi-Fi Hotspot | +| | | Car Wi-Fi | Hotspot for | is embedded | +| | | Hotspot for | business | wireless | +| | | business | customers is | connectivity in | +| | | customers? | supported by | eligible | +| | | | BM IoT, | General Motors | +| | | | which | (GM) vehicles | +| | | | provides | to provide | +| | | | Tier 1 provi | Internet | +| | | | sioning, | connectivity | +| | | | billing, and | for up to 7 Wi- | +| | | | connectivity | Fi enabled | +| | | | support. | devices, | +| | | | Customers | including | +| | | | can contact | smartphones, | +| | | | them at | tablets, | +| | | | 866.563.4703 | equipped | +| | | | or the main | laptops, and | +| | | | number at 80 | handheld gaming | +| | | | 0.331.0500. | devices.¶ ¶ | +| | | | (Source: | The primary | +| | | | context) | features of the | +| | | | | Connected Car | +| | | | | Wi-Fi Hotspot:¶ | +| | | | | ¶ 4G LTE | +| | | | | wireless | +| | | | | connectivity on | +| | | | | the strongest | +| | | | | LTE network | +| | | | | with fast data | +| | | | | speeds Built- | +| | | | | in vehicle | +| | | | | connectivity | +| | | | | with a powerful | +| | | | | vehicle antenna | +| | | | | Wi-Fi hotspot | +| | | | | for convenient, | +| | | | | affordable | +| | | | | wireless | +| | | | | connectivity | +| | | | | Option to | +| | | | | connect up to 7 | +| | | | | devices to | +| | | | | connect your | +| | | | | remote job site | +| | | | | personnel or | +| | | | | passengers | +| | | | | Maintain a | +| | | | | connection up | +| | | | | to 50 feet from | +| | | | | the vehicle | +| | | | | Business | +| | | | | customers who | +| | | | | sign an | +| | | | | agreement with | +| | | | | AT&T, and | +| | | | | accept the | +| | | | | terms and | +| | | | | conditions for | +| | | | | that agreement, | +| | | | | receive program | +| | | | | benefits, which | +| | | | | include account | +| | | | | management, | +| | | | | promotional | +| | | | | elements, and c | +| | | | | ommunications.¶ | +| | | | | ¶ Benefits | +| | | | | Business | +| | | | | Customer | +| | | | | Services - | +| | | | | Dedicated | +| | | | | account | +| | | | | management for | +| | | | | authorized | +| | | | | order placers | +| | | | | (AOPs) and | +| | | | | access to | +| | | | | specialized | +| | | | | customer | +| | | | | support. | +| | | | | Business | +| | | | | Discounts - | +| | | | | Depending on | +| | | | | the version of | +| | | | | the business | +| | | | | agreement and | +| | | | | the number of | +| | | | | wireless lines | +| | | | | activated, the | +| | | | | customer may | +| | | | | qualify to | +| | | | | receive | +| | | | | discounts off | +| | | | | their monthly | +| | | | | recurring | +| | | | | charges. | +| | | | | Convenient | +| | | | | Account | +| | | | | Management in | +| | | | | Premier - | +| | | | | Manage your | +| | | | | account | +| | | | | anytime, | +| | | | | anywhere, with | +| | | | | your customized | +| | | | | Premier Online | +| | | | | portal, | +| | | | | featuring | +| | | | | online support, | +| | | | | account | +| | | | | management | +| | | | | tools, billing | +| | | | | analysis tools, | +| | | | | and online chat | +| | | | | for instant | +| | | | | connection. GM | +| | | | | is a leader in | +| | | | | U.S. automotive | +| | | | | sales, selling | +| | | | | vehicles under | +| | | | | the Buick, | +| | | | | Cadillac, | +| | | | | Chevrolet, and | +| | | | | GMC brand | +| | | | | names.¶ ¶ | +| | | | | OnStar services | +| | | | | are sold | +| | | | | separately and | +| | | | | offer | +| | | | | additional | +| | | | | features to GM | +| | | | | customers, such | +| | | | | as connected | +| | | | | safety, | +| | | | | security, and | +| | | | | mobility | +| | | | | solutions, and | +| | | | | advanced | +| | | | | technology in | +| | | | | vehicles in GM | +| | | | | vehicles. Learn | +| | | | | more at | +| | | | | OnStar.¶ ¶ | +| | | | | Support BM IoT | +| | | | | provides Tier 1 | +| | | | | provisioning, | +| | | | | billing, and | +| | | | | connectivity | +| | | | | support. Their | +| | | | | contact number | +| | | | | is 866.563.4703 | +| | | | | or customers | +| | | | | can call the | +| | | | | main | +| | | | | 800.331.0500. | +| | | | | If the customer | +| | | | | enters the | +| | | | | phone number | +| | | | | associated to | +| | | | | the vehicle | +| | | | | into the IVR, | +| | | | | it routes | +| | | | | correctly. If | +| | | | | you are not an | +| | | | | BM IoT | +| | | | | representative | +| | | | | refer to the BM | +| | | | | IoT Call | +| | | | | Handling and | +| | | | | Tracking - Non- | +| | | | | ASCS policy in | +| | | | | Related Links | +| | | | | to determine | +| | | | | transfer | +| | | | | procedures. | +| | | | | Access to | +| | | | | articles in | +| | | | | Related Links | +| | | | | is restricted | +| | | | | based on your | +| | | | | myCSP profile. | +| | | | | Note: It is | +| | | | | mandatory to | +| | | | | transfer calls | +| | | | | to BM IoT | +| | | | | during normal | +| | | | | business hours. | +| | | | | Refer to the | +| | | | | Directory for | +| | | | | details. | +| | | | | Source: | +| | | | | Content: | +| | | | | Customers can | +| | | | | purchase a | +| | | | | device from | +| | | | | AT&T or use | +| | | | | their own | +| | | | | Compatible | +| | | | | device (BYOD). | +| | | | | Once BMTS rep | +| | | | | exhaust all | +| | | | | recourses | +| | | | | troubleshooting | +| | | | | the device they | +| | | | | can refer the | +| | | | | customer / end | +| | | | | user to the OEM | +| | | | | (original | +| | | | | equipment | +| | | | | manufacturers) | +| | | | | for advanced | +| | | | | level / T2 | +| | | | | level of device | +| | | | | support. Or | +| | | | | the Business | +| | | | | Center reps | +| | | | | also can refer | +| | | | | the customer to | +| | | | | the Account / | +| | | | | sales team by | +| | | | | reviewing the | +| | | | | FAST tool | +| | | | | contact for | +| | | | | additional | +| | | | | device support. | +| | | | | AT&T Wireless | +| | | | | Broadband in | +| | | | | OIL - provides | +| | | | | details | +| | | | | regarding Produ | +| | | | | ct/Technical | +| | | | | details, Sales | +| | | | | Training, | +| | | | | Customer | +| | | | | Support, | +| | | | | Customer Presen | +| | | | | tation/Videos | +| | | | | and so on. | +| | | | | AT&T Certified | +| | | | | Devices > click | +| | | | | on Searching | +| | | | | for a module? | +| | | | | In upper right | +| | | | | hand corner to | +| | | | | view complete | +| | | | | list of all | +| | | | | OEM/certified | +| | | | | devices Here's | +| | | | | How it Works | +| | | | | Primary | +| | | | | connection: | +| | | | | Cost-effective, | +| | | | | rapidly | +| | | | | deployable | +| | | | | connection to | +| | | | | branch or | +| | | | | remote offices | +| | | | | where lack of | +| | | | | service or | +| | | | | special | +| | | | | construction | +| | | | | costs limit | +| | | | | options. New | +| | | | | technologies: | +| | | | | Using wireless | +| | | | | broadband as a | +| | | | | dedicated | +| | | | | connection for | +| | | | | new | +| | | | | applications | +| | | | | enables | +| | | | | businesses to | +| | | | | adopt new | +| | | | | technologies | +| | | | | that help | +| | | | | innovate | +| | | | | without adding | +| | | | | unnecessary | +| | | | | congestion to | +| | | | | wireline | +| | | | | network. | +| | | | | Network | +| | | | | augmentation: | +| | | | | Establish an | +| | | | | active-active | +| | | | | network with | +| | | | | business | +| | | | | essential | +| | | | | applications | +| | | | | like | +| | | | | timekeeping and | +| | | | | point of sale | +| | | | | on the AT&T | +| | | | | wireless | +| | | | | network, and | +| | | | | customers need | +| | | | | to use their | +| | | | | high-usage | +| | | | | applications | +| | | | | like public Wi- | +| | | | | Fi & streaming | +| | | | | services on a | +| | | | | wireline | +| | | | | connection. | +| | | | | Always-on | +| | | | | failover: | +| | | | | Highly reliable | +| | | | | and diverse | +| | | | | Internet option | +| | | | | that serves | +| | | | | day-to-day data | +| | | | | needs and | +| | | | | functions as a | +| | | | | primary | +| | | | | connection in | +| | | | | the event a | +| | | | | secondary | +| | | | | connection | +| | | | | fails. In the | +| | | | | event of a | +| | | | | wireline | +| | | | | outage, | +| | | | | customers can | +| | | | | switch | +| | | | | connections to | +| | | | | your AT&T | +| | | | | Wireless | +| | | | | Broadband. | +| | | | | Benefits Ease | +| | | | | of mind: With | +| | | | | included AT&T | +| | | | | Business Fast | +| | | | | Track, | +| | | | | business- | +| | | | | critical | +| | | | | applications | +| | | | | can continue to | +| | | | | perform | +| | | | | regardless of | +| | | | | network | +| | | | | congestion.*** | +| | | | | Confidence: | +| | | | | Wireless access | +| | | | | availability | +| | | | | during a | +| | | | | wireline | +| | | | | failover. | +| | | | | Nationwide | +| | | | | Connectivity: | +| | | | | AT&T has | +| | | | | service | +| | | | | virtually | +| | | | | anywhere the | +| | | | | customer needs | +| | | | | it. Cost | +| | | | | effective: | +| | | | | Affordable | +| | | | | option where | +| | | | | wireline | +| | | | | services may | +| | | | | require costly | +| | | | | special | +| | | | | construction. | +| | | | | *** AT&T | +| | | | | Business Fast | +| | | | | Track requires | +| | | | | compatible | +| | | | | device. Does | +| | | | | not prioritize | +| | | | | eligible data | +| | | | | traffic ahead | +| | | | | of all other | +| | | | | data traffic, | +| | | | | as other data | +| | | | | traffic may | +| | | | | receive a | +| | | | | similar or | +| | | | | higher priority | +| | | | | level or | +| | | | | provide | +| | | | | priority | +| | | | | access. Not | +| | | | | available on | +| | | | | the 5G+ or 5G | +| | | | | network. Other | +| | | | | restrictions | +| | | | | apply. What | +| | | | | the Customer | +| | | | | Needs to Know | +| | | | | AT&T Wireless | +| | | | | Broadband (AWB) | +| | | | | is a speed | +| | | | | tier-based data | +| | | | | solution | +| | | | | without overage | +| | | | | charges for | +| | | | | business- | +| | | | | critical | +| | | | | applications. | +| | | | | Data usage is | +| | | | | monitored by | +| | | | | AT&T and | +| | | | | excessive use | +| | | | | of data could | +| | | | | result in the | +| | | | | plan being non- | +| | | | | renewed. | +| | | | | Not eligible | +| | | | | for FAN | +| | | | | discounts. | +| | | | | Plans work with | +| | | | | routers and | +| | | | | hotspot devices | +| | | | | only. Device | +| | | | | must have an | +| | | | | AT&T SIM card. | +| | | | | Plans and | +| | | | | Devices are | +| | | | | limited to use | +| | | | | with business | +| | | | | applications or | +| | | | | Business | +| | | | | Critical | +| | | | | services. See | +| | | | | Restrictions | +| | | | | section above. | +| | | | | AT&T Wireless | +| | | | | Broadband does | +| | | | | not require a | +| | | | | term agreement | +| | | | | however the | +| | | | | customer must | +| | | | | have an active | +| | | | | AT&T Mobility | +| | | | | business | +| | | | | agreement. | +| | | | | AT&T Business | +| | | | | Fast Track is | +| | | | | automatically | +| | | | | included at no | +| | | | | additional | +| | | | | cost. It is not | +| | | | | included with | +| | | | | the AT&T | +| | | | | Wireless | +| | | | | Broadband | +| | | | | Essentials | +| | | | | Plan. Not | +| | | | | available on | +| | | | | 5G/5G+ network. | +| | | | | Customers data | +| | | | | is prioritized | +| | | | | up to the AT&T | +| | | | | Business Fast | +| | | | | Track | +| | | | | allocation | +| | | | | specific to | +| | | | | each plan. No | +| | | | | modifications | +| | | | | or | +| | | | | configuration | +| | | | | changes are | +| | | | | required on the | +| | | | | customers | +| | | | | equipment. | +| | | | | These plans use | +| | | | | a version of | +| | | | | AT&T Business | +| | | | | Fast Track | +| | | | | commonly | +| | | | | referred to as | +| | | | | “Static” but | +| | | | | does not | +| | | | | require Static | +| | | | | IP address. | +| | | | | Customers with | +| | | | | AT&T Private | +| | | | | Mobile | +| | | | | Connection may | +| | | | | select AT&T | +| | | | | Business Fast | +| | | | | Track with IP | +| | | | | Packet Marking | +| | | | | plans. The | +| | | | | sales team must | +| | | | | engage their | +| | | | | MTE (Mobility | +| | | | | Telecom | +| | | | | Engineer) every | +| | | | | time they offer | +| | | | | this AT&T | +| | | | | Business Fast | +| | | | | Track option to | +| | | | | coordinate | +| | | | | service. Refer | +| | | | | the customer to | +| | | | | account team | +| | | | | for these | +| | | | | scenarios. | +| | | | | Compatible with | +| | | | | AT&T Private | +| | | | | Mobile | +| | | | | Connection, | +| | | | | AccessMyLAN, | +| | | | | and Public | +| | | | | Static IPs. | +| | | | | Read the | +| | | | | Required | +| | | | | Customer | +| | | | | Disclosure | +| | | | | AWB 12Mbps | +| | | | | plan: Data | +| | | | | speed up to 12 | +| | | | | megabits per | +| | | | | second. After | +| | | | | 75GB AT&T may | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy. AWB | +| | | | | 25Mbps plan: | +| | | | | Data speed up | +| | | | | to 25 megabits | +| | | | | per second. | +| | | | | After 100GB | +| | | | | AT&T my | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy. AWB | +| | | | | 50Mbps plan: | +| | | | | Data speed up | +| | | | | to 50 megabits | +| | | | | per second. | +| | | | | After 125GB | +| | | | | AT&T may | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy. AWB | +| | | | | 100Mbps plan: | +| | | | | Data speed up | +| | | | | to 100 megabits | +| | | | | per second. | +| | | | | After 175GB | +| | | | | AT&T may | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy. AWB | +| | | | | Business | +| | | | | Essentials | +| | | | | plan: AT&T may | +| | | | | temporarily | +| | | | | Source: | +| | | | | Content: Mobile | +| | | | | Hotspots | +| | | | | provide instant | +| | | | | access to the | +| | | | | Internet over | +| | | | | AT&T's mobile | +| | | | | broadband | +| | | | | network using a | +| | | | | device's Wi-Fi | +| | | | | functionality. | +| | | | | The term Mobile | +| | | | | Hotspot can | +| | | | | describe a | +| | | | | data-only | +| | | | | mobile Internet | +| | | | | device or a | +| | | | | smartphone | +| | | | | feature. Any | +| | | | | Wi-Fi enabled | +| | | | | device should | +| | | | | be able to | +| | | | | connect to the | +| | | | | Mobile | +| | | | | Hotspot:  | +| | | | | This includes, | +| | | | | but is not | +| | | | | limited to | +| | | | | laptops, | +| | | | | tablets, and | +| | | | | digital | +| | | | | cameras. | +| | | | | Average network | +| | | | | speeds depend | +| | | | | on the number | +| | | | | of devices | +| | | | | connected and | +| | | | | how the | +| | | | | connected | +| | | | | devices are | +| | | | | using data. | +| | | | | Mobile Hotspots | +| | | | | can typically | +| | | | | connect 10 | +| | | | | devices: | +| | | | | This number | +| | | | | varies based on | +| | | | | the device. | +| | | | | Enabling Mobile | +| | | | | Hotspot | +| | | | | disconnects the | +| | | | | device from any | +| | | | | active Wi-Fi | +| | | | | session and | +| | | | | connects it to | +| | | | | AT&T's mobile | +| | | | | network. | +| | | | | Mobile Hotspot | +| | | | | has a range of | +| | | | | about 150 feet | +| | | | | indoors and a | +| | | | | greater range | +| | | | | outdoors: | +| | | | | The range | +| | | | | varies | +| | | | | depending on | +| | | | | the device and | +| | | | | material | +| | | | | between the | +| | | | | hotspot and the | +| | | | | user. Mobile | +| | | | | Hotspot is not | +| | | | | available for | +| | | | | video game | +| | | | | consoles such | +| | | | | as PlayStation. | +| | | | | Need to | +| | | | | troubleshoot | +| | | | | Mobile Hotspot? | +| | | | | See the | +| | | | | Hotspots flow | +| | | | | in the | +| | | | | Troubleshoot & | +| | | | | Resolve (TS&R) | +| | | | | tool. Customers | +| | | | | can access | +| | | | | troubleshooting | +| | | | | flows any time | +| | | | | via myAT&T or | +| | | | | online at att.c | +| | | | | om/support. | +| | | | | Data | +| | | | | charges apply. | +| | | | | Charges are | +| | | | | based on the | +| | | | | customer's | +| | | | | current plan. | +| | | | | To avoid | +| | | | | unnecessary | +| | | | | data charges, | +| | | | | recommend that | +| | | | | the customer | +| | | | | turn off | +| | | | | Personal | +| | | | | Hotspot when | +| | | | | not in use. A | +| | | | | data rate plan | +| | | | | with tethering | +| | | | | is required for | +| | | | | Mobile Hotspot- | +| | | | | enabled | +| | | | | devices: | +| | | | | Refer to rate | +| | | | | plan articles | +| | | | | in Related | +| | | | | Links for | +| | | | | details. Access | +| | | | | to articles in | +| | | | | Related Links | +| | | | | is restricted | +| | | | | based on your | +| | | | | Customer | +| | | | | Connect | +| | | | | profile. | +| | | | | Customers can | +| | | | | access | +| | | | | instructions | +| | | | | for enabling | +| | | | | hotspot anytime | +| | | | | using myAT&T or | +| | | | | att.com/devices | +| | | | | upport. | +| | | | | Customers | +| | | | | without a plan | +| | | | | that includes | +| | | | | tethering can | +| | | | | change their | +| | | | | plan any time | +| | | | | via myAT&T. | +| | | | | AT&T Wi-Fi | +| | | | | Manager http:/ | +| | | | | /attwifimanager | +| | | | | can only be | +| | | | | accessed from | +| | | | | the phone, | +| | | | | tablet, or | +| | | | | laptop | +| | | | | connected to | +| | | | | the mobile | +| | | | | hotspot device. | +| | | | | Mobile Internet | +| | | | | Devices Mobile | +| | | | | Internet | +| | | | | devices are | +| | | | | compact and | +| | | | | portable data- | +| | | | | only devices, | +| | | | | giving users a | +| | | | | way to stay | +| | | | | connected on | +| | | | | the go. Select | +| | | | | mobile Internet | +| | | | | devices can be | +| | | | | activated as an | +| | | | | AT&T PREPAID | +| | | | | Mobile Hotspot: | +| | | | | Customers are | +| | | | | given the | +| | | | | option to | +| | | | | select a weekly | +| | | | | or monthly | +| | | | | plan.  AT&T | +| | | | | PREPAID plans | +| | | | | can be changed | +| | | | | at any time. | +| | | | | Mobile Internet | +| | | | | devices can be | +| | | | | activated on a | +| | | | | postpaid | +| | | | | account with a | +| | | | | standalone or a | +| | | | | Mobile Share | +| | | | | plan. Using | +| | | | | Mobile Internet | +| | | | | Devices for | +| | | | | Gaming The | +| | | | | Nighthawk LTE | +| | | | | Mobile Hotspot | +| | | | | Router (MR1100) | +| | | | | and NETGEAR | +| | | | | Nighthawk 5G | +| | | | | Mobile Hotspot | +| | | | | (MR5000) are | +| | | | | the only | +| | | | | devices that | +| | | | | can be used as | +| | | | | a router for | +| | | | | game consoles | +| | | | | at this time.  | +| | | | | A software upda | +| | | | | te was released | +| | | | | in September of | +| | | | | 2018 to update | +| | | | | the Network | +| | | | | Address | +| | | | | Translation | +| | | | | (NAT) | +| | | | | configuration | +| | | | | for gaming on | +| | | | | the Nighthawk | +| | | | | LTE Mobile | +| | | | | Hotspot Router | +| | | | | (MR1100) to | +| | | | | work. The user | +| | | | | may need to | +| | | | | turn on UPnP in | +| | | | | device settings | +| | | | | if unable to | +| | | | | use the router | +| | | | | for gaming. | +| | | | | Universal Plug | +| | | | | and Play (UPnP) | +| | | | | Internet | +| | | | | Gateway Device | +| | | | | (IGD) Version | +| | | | | is a setting | +| | | | | that allows the | +| | | | | user to | +| | | | | configure the | +| | | | | ports necessary | +| | | | | to facilitate | +| | | | | peer to peer | +| | | | | communications | +| | | | | necessary for | +| | | | | many console | +| | | | | games. From | +| | | | | a computer that | +| | | | | is connected to | +| | | | | the Nighthawk | +| | | | | router, launch | +| | | | | a web browser. | +| | | | | To view the | +| | | | | mobile router | +| | | | | Wi-Fi network | +| | | | | name, press the | +| | | | | router Power | +| | | | | button to | +| | | | | navigate | +| | | | | through screens | +| | | | | until the Wi-Fi | +| | | | | network name | +| | | | | (SSID) | +| | | | | displays. | +| | | | | Enter http://at | +| | | | | twifimanager in | +| | | | | the web | +| | | | | browser. A | +| | | | | login page | +| | | | | displays; enter | +| | | | | the | +| | | | | administrator | +| | | | | login password. | +| | | | | The dashboard | +| | | | | displays; | +| | | | | select Settings | +| | | | | > Router > | +| | | | | Basic. Turn on | +| | | | | UPnP. Smartpho | +| | | | | nes/Tablets | +| | | | | with Mobile | +| | | | | Hotspot Feature | +| | | | | Most smartphone | +| | | | | s/tablets have | +| | | | | a Mobile | +| | | | | Hotspot feature | +| | | | | built in. | +| | | | | Refer to Device | +| | | | | Support in the | +| | | | | Link Center to | +| | | | | see if a device | +| | | | | has Mobile | +| | | | | Hotspot | +| | | | | capability and | +| | | | | for setup | +| | | | | instructions: | +| | | | | See | +| | | | | Connectivity in | +| | | | | Device Topics | +| | | | | or search | +| | | | | Mobile Hotspot. | +| | | | | The Mobile | +| | | | | Hotspot feature | +| | | | | is called | +| | | | | personal | +| | | | | hotspot on iOS | +| | | | | or Internet | +| | | | | sharing on | +| | | | | Windows. The | +| | | | | hotspot feature | +| | | | | allows | +| | | | | customers to | +| | | | | connect a | +| | | | | tablet, laptop, | +| | | | | or other Wi-Fi | +| | | | | enabled device | +| | | | | to the Internet | +| | | | | without an | +| | | | | additional | +| | | | | device. | +| | | | | Additional | +| | | | | Resources How | +| | | | | to set up a | +| | | | | Personal | +| | | | | Hotspot on your | +| | | | | iPhone or iPad | +| | | | | If Personal | +| | | | | Hotspot is not | +| | | | | working on your | +| | | | | iPhone or iPad | +| | | | | (Wi-Fi + | +| | | | | Cellular) | +| | | | | Share a mobile | +| | | | | connection by | +| | | | | hotspot or | +| | | | | tethering on | +| | | | | Android Rate | +| | | | | Plan | +| | | | | Eligibility | +| | | | | Data charges | +| | | | | apply. Source: | +| | | | | Content: | +| | | | | Tablets | +| | | | | provisioned on | +| | | | | UYW plans | +| | | | | receive the | +| | | | | following | +| | | | | enhancements: | +| | | | | Video streaming | +| | | | | will be HD with | +| | | | | Video Managemen | +| | | | | t turned off. | +| | | | | 40GB of | +| | | | | tethering | +| | | | | Video | +| | | | | Management will | +| | | | | be managed by | +| | | | | the customer. | +| | | | | Existing | +| | | | | customers will | +| | | | | have these | +| | | | | enhancements | +| | | | | added to their | +| | | | | account | +| | | | | beginning | +| | | | | August 26. | +| | | | |  Customers will | +| | | | | receive an | +| | | | | email advising | +| | | | | them of these | +| | | | | enhancements.  | +| | | | | What's Business | +| | | | | as Usual | +| | | | | Beginning | +| | | | | January 19, | +| | | | | 2021, Business | +| | | | | customers said  | +| | | | | goodbye to one- | +| | | | | size-fits-all | +| | | | | plan pricing | +| | | | | and hello to | +| | | | | picking the | +| | | | | right plan for | +| | | | | each user in | +| | | | | the customer's | +| | | | | group! | +| | | | | Customers are | +| | | | | now able to | +| | | | | select the | +| | | | | right plan for | +| | | | | each device | +| | | | | with Unlimited | +| | | | | Your Way for | +| | | | | Business! | +| | | | | Unlimited Your | +| | | | | Way plans | +| | | | | (Business | +| | | | | Unlimited | +| | | | | Elite, | +| | | | | Performance, | +| | | | | Starter plans) | +| | | | | as well as | +| | | | | associated non- | +| | | | | phone plans for | +| | | | | UYW plan groups | +| | | | | cannot be | +| | | | | combined in the | +| | | | | same plan group | +| | | | | with any non- | +| | | | | Unlimited Your | +| | | | | Way plans, | +| | | | | including, AT&T | +| | | | | Business 4GB | +| | | | | plans, Consumer | +| | | | | plans, Mobile | +| | | | | Share plans, | +| | | | | Mobile Select | +| | | | | plans, and | +| | | | | retired plans. | +| | | | | Plans are not | +| | | | | available to | +| | | | | Consumer, SIG, | +| | | | | or FirstNet | +| | | | | customers. | +| | | | | Discounts | +| | | | | | Positioning | | +| | | | | Set | +| | | | | Expectations | | +| | | | | Provisioning & | +| | | | | SOCs | FAQ | +| | | | | Plans & Pricing | +| | | | | How Does it | +| | | | | Work? | +| | | | | Unlimited Your | +| | | | | Way enables a | +| | | | | business | +| | | | | customer to | +| | | | | design a plan | +| | | | | group of up to | +| | | | | 10 users. The | +| | | | | customer picks | +| | | | | the Business | +| | | | | Unlimited phone | +| | | | | plan that is | +| | | | | right for each | +| | | | | user. | +| | | | | Example: 2 | +| | | | | lines | +| | | | | on Business | +| | | | | Unlimited Elite | +| | | | | + 3 lines on | +| | | | | Business | +| | | | | Unlimited | +| | | | | Starter. | +| | | | | Customers can | +| | | | | also add plans | +| | | | | for select | +| | | | | Connected | +| | | | | Devices. | +| | | | | Multiple groups | +| | | | | can be | +| | | | | supported on | +| | | | | one BAN (up to | +| | | | | the TLG limit | +| | | | | of 100 groups). | +| | | | | Pricing | +| | | | | structure is | +| | | | | built so that | +| | | | | within a group | +| | | | | the per voice | +| | | | | line | +| | | | | (smartphone and | +| | | | | basic phone) | +| | | | | price decreases | +| | | | | as lines are | +| | | | | added. | +| | | | | Customers are | +| | | | | no longer | +| | | | | assessed the | +| | | | | Shared Data | +| | | | | Group (SDG) | +| | | | | charge. | +| | | | | Additional | +| | | | | discounts are | +| | | | | applied when | +| | | | | the customer | +| | | | | enrolls in | +| | | | | AutoPay and | +| | | | | Paperless | +| | | | | Billing or when | +| | | | | the customer's | +| | | | | smartphone was | +| | | | | purchased at | +| | | | | full price, is | +| | | | | on an | +| | | | | installment | +| | | | | plan, was a | +| | | | | BYOD, or is out | +| | | | | of contract! | +| | | | | What's | +| | | | | Included? | +| | | | | Business | +| | | | | Unlimited | +| | | | | Starter | +| | | | | Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | Monthly Data | +| | | | | Unlimited1 | +| | | | | Unlimited2 | +| | | | | Unlimited | +| | | | | Eligible | +| | | | | Devices | +| | | | | Phones, | +| | | | | tablets, | +| | | | | cameras, | +| | | | | wearables | +| | | | | Phones only | +| | | | | Phones only | +| | | | | Unlimited Talk | +| | | | | & Text | +| | | | | (includes | +| | | | | Mexico & | +| | | | | Canada) Yes | +| | | | | Yes Yes Data | +| | | | | Overage Charges | +| | | | | No No No | +| | | | | 5G/5G+ Access3 | +| | | | | Yes Yes Yes | +| | | | | Streaming SD | +| | | | | HD (with Video | +| | | | | management turn | +| | | | | ed off) HD or | +| | | | | 4K UHD (if | +| | | | | available) | +| | | | | Mobile Hotspot | +| | | | | Usage After | +| | | | | 5GB, mobile | +| | | | | hotspot speed | +| | | | | slowed to max | +| | | | | of 128 Kbps.4 | +| | | | | After 40GB, | +| | | | | mobile hotspot | +| | | | | speed slowed to | +| | | | | max of 128 | +| | | | | Kbps.5 After | +| | | | | 100GB, mobile | +| | | | | hotspot speed | +| | | | | slowed to max | +| | | | | of 128 Kbps.6 | +| | | | | Mobile | +| | | | | Security6 | +| | | | | Standard (AT&T | +| | | | | Mobile Security | +| | | | | Basic/AT&T Call | +| | | | | Protect Basic) | +| | | | | Advanced (AT&T | +| | | | | Mobile Security | +| | | | | Plus/AT&T Call | +| | | | | Protect | +| | | | | Basic/Caller | +| | | | | ID) Advanced | +| | | | | (AT&T Mobile | +| | | | | Security | +| | | | | Plus/AT&T Call | +| | | | | Protect | +| | | | | Basic/Caller | +| | | | | ID) 1Business | +| | | | | Unlimited | +| | | | | Starter: AT&T | +| | | | | may temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy.2Business | +| | | | | Unlimited | +| | | | | Performance: | +| | | | | After 50GB, | +| | | | | AT&T may | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy.35G/5G+ | +| | | | | access where | +| | | | | available; | +| | | | | requires a | +| | | | | compatible | +| | | | | 5G/5G+ | +| | | | | device.4After | +| | | | | 5GB, mobile | +| | | | | hotspot speed | +| | | | | slowed to max | +| | | | | of 128 | +| | | | | Kbps.5After | +| | | | | 40GB, mobile | +| | | | | hotspot speed | +| | | | | slowed to max | +| | | | | of 128 | +| | | | | Kbps.6After | +| | | | | 100GB, mobile | +| | | | | hotspot speed | +| | | | | slowed to max | +| | | | | of 128 Kbps.7Co | +| | | | | mpatible device | +| | | | | required; | +| | | | | access to | +| | | | | Mobile | +| | | | | Security/Call | +| | | | | Protect require | +| | | | | app download. | +| | | | | What About | +| | | | | Pricing? | +| | | | | Monthly per | +| | | | | line prices | +| | | | | below are (a) | +| | | | | after AP/PB | +| | | | | discount and | +| | | | | (b) for out of | +| | | | | contract | +| | | | | smartphones and | +| | | | | basic phones. | +| | | | | For smartphones | +| | | | | with a 1 or 2 | +| | | | | year service | +| | | | | commitment, add | +| | | | | $25/mo per | +| | | | | line. Business | +| | | | | Unlimited | +| | | | | Starter* | +| | | | | Business | +| | | | | Unlimited | +| | | | | Performance** | +| | | | | 1 Phone $65 | +| | | | | 2 Phones | +| | | | | $60/line 3 | +| | | | | Phones | +| | | | | $45/line 4 | +| | | | | Phones | +| | | | | $35/line | +| | | | | 5+ Phones $30 | +| | | | | Source: | +| | | | | Content: Access | +| | | | | to the links | +| | | | | within this | +| | | | | content are | +| | | | | based on your | +| | | | | myCSP profile. | +| | | | | What's New | +| | | | | AT&T Business | +| | | | | Unlimited Plus | +| | | | | and Basic with | +| | | | | Private Wi-Fi | +| | | | | plan are | +| | | | | retired and is | +| | | | | no longer | +| | | | | available to | +| | | | | new or existing | +| | | | | customers as of | +| | | | | end of business | +| | | | | on November 20, | +| | | | | 2019. Retired | +| | | | | Rate Plan | +| | | | | Reminders | +| | | | | Existing | +| | | | | customers on | +| | | | | AT&T Business | +| | | | | Unlimited Plus | +| | | | | and Basic with | +| | | | | Private Wi-Fi | +| | | | | plans are | +| | | | | retired. | +| | | | | Grandfathered | +| | | | | customers can | +| | | | | add lines of | +| | | | | service and | +| | | | | perform | +| | | | | upgrades. | +| | | | | Grandfathered | +| | | | | customers | +| | | | | migrating to | +| | | | | another | +| | | | | wireless plan | +| | | | | are unable to | +| | | | | move back to a | +| | | | | retired plan. | +| | | | | Disclaimers | +| | | | | Business | +| | | | | Unlimited Plus | +| | | | | with Private | +| | | | | Wi-Fi: After 22 | +| | | | | GB of data | +| | | | | usage per line | +| | | | | per month, AT&T | +| | | | | may temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy.Business | +| | | | | Unlimited Basic | +| | | | | with Private | +| | | | | Wi-Fi: AT&T may | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy. Heads | +| | | | | up!In June | +| | | | | 2022, prices | +| | | | | are updating on | +| | | | | select retired | +| | | | | Unlimited | +| | | | | plans. Impacted | +| | | | | plans are: | +| | | | | AT&T Unlimited | +| | | | | Plan -No TV | +| | | | | Required | +| | | | | (Double Play) | +| | | | | AT&T Unlimited | +| | | | | Plus and Choice | +| | | | | for Business | +| | | | | Plans AT&T | +| | | | | Business | +| | | | | Unlimited | +| | | | | (Enhanced, | +| | | | | Plus, Basic) | +| | | | | Plans AT&T | +| | | | | Business | +| | | | | Unlimited | +| | | | | (Plus, Basic, | +| | | | | Enhanced) with | +| | | | | Private Wi-Fi | +| | | | | Plans AT&T | +| | | | | Business | +| | | | | Unlimited | +| | | | | Preferred Plan | +| | | | | Price update is | +| | | | | $6 increase for | +| | | | | single line | +| | | | | plans and $12 | +| | | | | for multi-line | +| | | | | plans.  The | +| | | | | increase is at | +| | | | | the SDG level.  | +| | | | | Customers will | +| | | | | see an increase | +| | | | | at the Group | +| | | | | level and not | +| | | | | the individual | +| | | | | line | +| | | | | level.Example: | +| | | | | A customer with | +| | | | | three lines on | +| | | | | an Unlimited | +| | | | | Plus with | +| | | | | Private Wi-Fi | +| | | | | plan with an | +| | | | | SDG of $95 will | +| | | | | see a monthly | +| | | | | increase of | +| | | | | $12.  This | +| | | | | customer will | +| | | | | pay $107 for | +| | | | | their monthly | +| | | | | plan (SDG) | +| | | | | going forward. | +| | | | | A customer with | +| | | | | single line | +| | | | | will see a $6 | +| | | | | increase (1 X | +| | | | | $6 SDG) A | +| | | | | customer with | +| | | | | multi-lines | +| | | | | will see a $12 | +| | | | | increase (1 X | +| | | | | $12 SDG) Bill | +| | | | | message | +| | | | | notifications | +| | | | | are being sent | +| | | | | starting in | +| | | | | May. Beginning | +| | | | | July 20, 2021, | +| | | | | 5G service* is | +| | | | | included on the | +| | | | | Retired: AT&T | +| | | | | Business | +| | | | | Unlimited | +| | | | | (Plus, Basic) | +| | | | | with Private | +| | | | | Wi-Fi Plans for | +| | | | | existing | +| | | | | customers with | +| | | | | a compatible | +| | | | | device. In | +| | | | | preparation for | +| | | | | this | +| | | | | enhancement, | +| | | | | AT&T will | +| | | | | automatically | +| | | | | move existing | +| | | | | customers with | +| | | | | a 5G device on | +| | | | | the Retired: | +| | | | | AT&T Business | +| | | | | Unlimited | +| | | | | (Plus, Basic) | +| | | | | with Private | +| | | | | Wi-Fi Plans to | +| | | | | a new SOC that | +| | | | | provisions 5G | +| | | | | network access. | +| | | | | These SOCs will | +| | | | | be added | +| | | | | starting in | +| | | | | April 2021 | +| | | | | through May | +| | | | | 2021. Impacted | +| | | | | customers will | +| | | | | be sent an | +| | | | | email advising | +| | | | | them of this | +| | | | | update | +| | | | | beginning April | +| | | | | 22, 2021. There | +| | | | | is no impact to | +| | | | | the customer's | +| | | | | account. | +| | | | | Disclaimer - 5G | +| | | | | Service: | +| | | | | Requires a | +| | | | | compatible 5G | +| | | | | device. 5G | +| | | | | service is not | +| | | | | available | +| | | | | everywhere. See | +| | | | | att.com/5Gforyo | +| | | | | u for details. | +| | | | | Offer | +| | | | | Highlights | +| | | | | Receive AT&T | +| | | | | Private Wi-Fi | +| | | | | at no cost with | +| | | | | the new | +| | | | | unlimited plans | +| | | | | for business. | +| | | | | Business | +| | | | | customers get | +| | | | | more value with | +| | | | | AT&T Unlimited | +| | | | | (Plus, and | +| | | | | Basic) with | +| | | | | AT&T Private | +| | | | | Wi-Fi plans! | +| | | | | Plans come with | +| | | | | AT&T Private | +| | | | | Wi-Fi which | +| | | | | includes: | +| | | | | Protection to | +| | | | | customer's data | +| | | | | over open Wi-Fi | +| | | | | networks. | +| | | | | Alerting | +| | | | | customers when | +| | | | | their current | +| | | | | Wi-Fi | +| | | | | connection is | +| | | | | vulnerable. | +| | | | | Learn more: | +| | | | | Private Wi-Fi | +| | | | | Service on | +| | | | | Business | +| | | | | Unlimited Wi-Fi | +| | | | | Plans and | +| | | | | Mobile Select. | +| | | | | Pricing | +| | | | | Pricing | +| | | | | Structure | +| | | | | Unlimited Data | +| | | | | plan charge1 | +| | | | | $95mo $55mo. | +| | | | | $75mo. $45mo. | +| | | | | Per device | +| | | | | access charge2 | +| | | | | Smartphones & | +| | | | | Basic phones | +| | | | | $35mo. Installm | +| | | | | ent/full | +| | | | | purchase$60mo. | +| | | | | 2-year contract | +| | | | | $35mo.Installme | +| | | | | nt/full purchas | +| | | | | e$60mo.2-year | +| | | | | contract | +| | | | | Tablets, | +| | | | | Connected Car, | +| | | | | Cameras, and | +| | | | | Wireless Home | +| | | | | Phone: $20mo. | +| | | | | Wearables: | +| | | | | $10mo. Multi- | +| | | | | phone discount3 | +| | | | | $15mo. with 3 | +| | | | | phones.$40mo. | +| | | | | with 4 | +| | | | | phones.$35mo. | +| | | | | with 5+ phones. | +| | | | | $15mo. with 3 | +| | | | | phones.$35mo. | +| | | | | with 4+ phones. | +| | | | | Plan Estimates | +| | | | | Select the plan | +| | | | | links to view | +| | | | | non-contracted | +| | | | | and contracted | +| | | | | phone only | +| | | | | (1-10 lines) | +| | | | | chart estimates | +| | | | | (includes the | +| | | | | Multi-phone, | +| | | | | with/without | +| | | | | AutoPay [AP] | +| | | | | discounts). | +| | | | | Plus with | +| | | | | Private Wi-Fi | +| | | | | plan estimates | +| | | | | Non-contracted | +| | | | | phone estimates | +| | | | | # of Phones | +| | | | | Data Plan | +| | | | | Phone Access | +| | | | | Charge Multi- | +| | | | | phone Discount | +| | | | | AutoPay | +| | | | | Discount | +| | | | | Estimate with | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 80 | [] | Can a | Only Cruise | Content: N: | +| | | customer | ship usage | Customer has | +| | | have a | is rated by | usage on/in: | +| | | Business | the cruise | How the | +| | | Passport | ship | customer's | +| | | package or I | package. All | usage rated: | +| | | nternational | other usage | Cruise package | +| | | Day Pass | in | Cruise ship | +| | | (IDP) for | IDP/Passport | Mexico Canada | +| | | Business on | destinations | A Caribbean | +| | | their line | is rated by | Island | +| | | of service, | IDP/Passport | Mexico and | +| | | along with | if added, | Canada rated by | +| | | the cruise | otherwise | the domestic | +| | | OTC package? | will rate as | rate plan. | +| | | | pay-per-use. | Only Cruise | +| | | | (Source: | ship usage is | +| | | | context) | rated by the | +| | | | Business | cruise ship | +| | | | customers | package. All | +| | | | can contact | other usage in | +| | | | BCSS to | IDP/Passport | +| | | | provision | destinations is | +| | | | cruise ship | rated by | +| | | | OTC | IDP/Passport if | +| | | | packages. | added, | +| | | | (Source: | otherwise will | +| | | | context) | rate as pay- | +| | | | Customers | per-use. See | +| | | | adding | Cruise packages | +| | | | packages | for additional | +| | | | beginning on | support. | +| | | | that date | Customer has a | +| | | | are | domestic rate | +| | | | restricted | plan that does | +| | | | from having | not include | +| | | | both an IDP | international | +| | | | or IDPBM | roaming. | +| | | | package AND | Extras on | +| | | | a Passport | customer's CTN: | +| | | | or Passport | Customer has | +| | | | Pro package. | usage on/in: | +| | | | (Source: | How the | +| | | | context) It | customer's | +| | | | is | usage rated: | +| | | | recommended | Cruise package | +| | | | that | Cruise ship | +| | | | business | Mexico Canada | +| | | | customers | A Caribbean | +| | | | select their | Island | +| | | | own internat | Cruise | +| | | | ional | ship usage is | +| | | | roaming | rated by the | +| | | | offer (IDPB | cruise ship | +| | | | or Business | package. | +| | | | Passport) | All other usage | +| | | | before | in IDP/Passport | +| | | | traveling | destinations is | +| | | | abroad. | rated by | +| | | | (Source: | IDP/Passport if | +| | | | context) | added, | +| | | | Only one | otherwise will | +| | | | plan can be | rate as pay- | +| | | | active on a | per-use. | +| | | | CTN at a | Provisioning | +| | | | time. | Consumer/SIG | +| | | | (Source: | customers can | +| | | | context) | either: Self-p | +| | | | Calls placed | rovision/purcha | +| | | | or received | se a cruise | +| | | | from cruise | ship package on | +| | | | ships are | myAT&T. Call | +| | | | not | Customer | +| | | | discounted. | Service.* BMTS | +| | | | (Source: | Tier 1 | +| | | | context) | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: , they | +| | | | | may prefer to | +| | | | | select AT&T | +| | | | | Passport Pro. | +| | | | | Customers are | +| | | | | still able to | +| | | | | change back and | +| | | | | forth between | +| | | | | IDPIDP or IDPBM | +| | | | | on the one hand | +| | | | | and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pros on the | +| | | | | other hand, | +| | | | | depending on | +| | | | | their travel | +| | | | | needs. If a | +| | | | | customer | +| | | | | already has | +| | | | | both an IDP (or | +| | | | | IDPBM) feature | +| | | | | and a Passport | +| | | | | (or Passport | +| | | | | Pro) feature on | +| | | | | a their line as | +| | | | | of 7/15, the | +| | | | | customer should | +| | | | | remove either | +| | | | | the IDP (or | +| | | | | IDPBM) feature | +| | | | | or the Passport | +| | | | | (or Passport | +| | | | | Pro) feature to | +| | | | | avoid incurring | +| | | | | charges from | +| | | | | both features | +| | | | | when they | +| | | | | travel. If | +| | | | | the customer | +| | | | | chooses to have | +| | | | | its Passport or | +| | | | | Passport Pro | +| | | | | feature | +| | | | | removed, | +| | | | | remember to | +| | | | | backdate the | +| | | | | removal to the | +| | | | | original start | +| | | | | date for One- | +| | | | | Time Charge | +| | | | | Passport or to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle for | +| | | | | Recurring | +| | | | | Passport or | +| | | | | Passport Pro. | +| | | | | If the customer | +| | | | | has already | +| | | | | been billed for | +| | | | | both IDP (or | +| | | | | IDPBM) and | +| | | | | Passport (or | +| | | | | Passport Pro), | +| | | | | a credit can be | +| | | | | issued for the | +| | | | | feature being | +| | | | | removed, | +| | | | | following your | +| | | | | channel | +| | | | | policies. | +| | | | | International | +| | | | | Roaming Offer | +| | | | | Matrix | +| | | | | Destination | +| | | | | Lead Offer | +| | | | | Fall Back Offer | +| | | | | Other Options | +| | | | | Mexico & Canada | +| | | | | AT&T Business | +| | | | | Unlimited Plans | +| | | | | (Elite, | +| | | | | Performance, | +| | | | | Starter, Web- | +| | | | | Only) Take | +| | | | | the U.S. plan | +| | | | | to Mexico and | +| | | | | Canada at no | +| | | | | additional | +| | | | | cost. IDP* or | +| | | | | IDPBM** Use | +| | | | | the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | Rest of World | +| | | | | IDP* or IDPBM** | +| | | | | Use the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | N/A Effective | +| | | | | 7/15/20, IDP's | +| | | | | roam zone | +| | | | | increased to | +| | | | | 210+ countries | +| | | | | and matches | +| | | | | IDPBM, Passport | +| | | | | and Passport | +| | | | | Pro. Customers | +| | | | | adding packages | +| | | | | beginning on | +| | | | | that date are | +| | | | | restricted from | +| | | | | having both an | +| | | | | IDP or IDPBM | +| | | | | package AND a | +| | | | | Passport or | +| | | | | Passport Pro | +| | | | | package. | +| | | | | Customers who | +| | | | | have both | +| | | | | before 7/15/20 | +| | | | | are expected to | +| | | | | decide which | +| | | | | package they | +| | | | | want to keep | +| | | | | (in order to | +| | | | | avoid being | +| | | | | charged under | +| | | | | both). ** | +| | | | | IDPBM is only | +| | | | | available for | +| | | | | CRU lines on | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plans and | +| | | | | should always | +| | | | | be the choice | +| | | | | for customers | +| | | | | with such | +| | | | | plans. Mexico | +| | | | | Domestic rate | +| | | | | plans that | +| | | | | include travel | +| | | | | in Mexico with | +| | | | | no roaming | +| | | | | charges take | +| | | | | priority over | +| | | | | IDPIDP and | +| | | | | IDPBM for usage | +| | | | | in Mexico, so | +| | | | | no daily fee is | +| | | | | charged while | +| | | | | in Mexico. | +| | | | | Mexico roaming | +| | | | | bonus is not | +| | | | | compatible with | +| | | | | IDPIDP or | +| | | | | IDPBM. | +| | | | | Starting in | +| | | | | mid-October | +| | | | | 2022 & ending | +| | | | | November 1, | +| | | | | 2022, IDP | +| | | | | customers in | +| | | | | Lebanon will be | +| | | | | notified via | +| | | | | text that | +| | | | | Lebanon will no | +| | | | | longer be | +| | | | | included in IDP | +| | | | | and data | +| | | | | service will no | +| | | | | longer be | +| | | | | available in | +| | | | | Lebanon as of | +| | | | | November 1st. | +| | | | | Starting | +| | | | | November 1, | +| | | | | Pay-Per-Use | +| | | | | rates | +| | | | | (hyperlink to | +| | | | | PPU CCKM | +| | | | | article) for | +| | | | | voice and | +| | | | | messaging will | +| | | | | apply in | +| | | | | Lebanon.  Data | +| | | | | usage will not | +| | | | | be available. | +| | | | | Eligible Airlin | +| | | | | es/flights: Vis | +| | | | | it https://www. | +| | | | | aeromobile.net/ | +| | | | | airlines/ | +| | | | | Provisioning | +| | | | | AT&T will not | +| | | | | automatically | +| | | | | enroll most | +| | | | | customers in | +| | | | | IDP when on an | +| | | | | eligible | +| | | | | AeroMobile | +| | | | | enabled | +| | | | | international | +| | | | | flight, the | +| | | | | customer should | +| | | | | add it prior to | +| | | | | takeoff Cost | +| | | | | (same as IDP | +| | | | | destinations) | +| | | | | IDP - $10 a day | +| | | | | for each line | +| | | | | on the account  | +| | | | | IDPM - $10 a | +| | | | | day for at | +| | | | | least 1 line on | +| | | | | the account; $5 | +| | | | | a day for up to | +| | | | | 4 other lines | +| | | | | on the account | +| | | | | when charged a | +| | | | | daily fee on | +| | | | | the same | +| | | | | calendar date.  | +| | | | | If the customer | +| | | | | lands in an | +| | | | | included IDP | +| | | | | destination, | +| | | | | the 24-hour | +| | | | | usage period | +| | | | | continues, and | +| | | | | no additional | +| | | | | daily fees are | +| | | | | charged until | +| | | | | the 24-hour | +| | | | | usage period is | +| | | | | over. Find out | +| | | | | more on How it | +| | | | | Works Selling | +| | | | | Tips ✓ Simple | +| | | | | - One-time | +| | | | | enrollment | +| | | | | process with no | +| | | | | monthly charge. | +| | | | | Pay a daily fee | +| | | | | instead. ✓ | +| | | | | Flexible - | +| | | | | Daily fee per | +| | | | | device is only | +| | | | | charged when | +| | | | | there is usage | +| | | | | in an included | +| | | | | country. ✓ | +| | | | | Domestic Data, | +| | | | | Talk & Text - | +| | | | | Customers use | +| | | | | their domestic | +| | | | | data plan | +| | | | | internationally | +| | | | | without paying | +| | | | | additional data | +| | | | | roaming fees. | +| | | | | (Non-unlimited | +| | | | | plans may | +| | | | | result in | +| | | | | domestic | +| | | | | overage | +| | | | | charges.) ✓ | +| | | | | Comprehensive - | +| | | | | Customers can | +| | | | | relax, we've | +| | | | | got them | +| | | | | covered! IDP | +| | | | | and IDPBM are | +| | | | | now available | +| | | | | in over 210 | +| | | | | countries. Set | +| | | | | Expectations | +| | | | | IDPBM rate plan | +| | | | | requirements: | +| | | | | Source: | +| | | | | Content: | +| | | | | Staying | +| | | | | Connected while | +| | | | | abroad is | +| | | | | simpler than | +| | | | | ever! Eligible | +| | | | | Business and | +| | | | | Government | +| | | | | customers now | +| | | | | have 2 daily | +| | | | | fee roaming | +| | | | | packages to | +| | | | | choose from - | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business (IDP) | +| | | | | or | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business – | +| | | | | Multiline | +| | | | | (IDPBM)! Heads | +| | | | | up: For | +| | | | | FirstNet | +| | | | | accounts see | +| | | | | FirstNet | +| | | | | International | +| | | | | Roaming | +| | | | | Packages. | +| | | | | Eligibility | | +| | | | | Coverage | | +| | | | | Additional | +| | | | | Offer Details | | +| | | | | Comparison | +| | | | | Chart | | +| | | | | Selling Tips | | +| | | | | Expectations | | +| | | | | FAQ What's New | +| | | | | Effective | +| | | | | November 1, | +| | | | | 2022: Lebanon | +| | | | | is no longer | +| | | | | included in IDP | +| | | | | and cellular | +| | | | | data service is | +| | | | | no longer | +| | | | | available | +| | | | | there.  Voice | +| | | | | and texting | +| | | | | will be | +| | | | | available at | +| | | | | Pay-Per-Use | +| | | | | rates only. | +| | | | | Select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights will be | +| | | | | included in IDP | +| | | | | Beginning July | +| | | | | 20, 2022, we | +| | | | | will begin to | +| | | | | auto-provision | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for CRU | +| | | | | customers | +| | | | | roaming with a | +| | | | | tablet/Mi- | +| | | | | Fi/connected | +| | | | | laptop when: | +| | | | | The device has | +| | | | | no | +| | | | | international | +| | | | | roaming feature | +| | | | | and Has used | +| | | | | 5MB+ of | +| | | | | international | +| | | | | roaming data at | +| | | | | pay-per-use | +| | | | | rates. The | +| | | | | AOP/Day to Day | +| | | | | will receive an | +| | | | | email giving | +| | | | | the customer | +| | | | | the option to | +| | | | | keep the | +| | | | | feature or to | +| | | | | opt out.On | +| | | | | August 18, | +| | | | | 2021, we began | +| | | | | to auto- | +| | | | | provision IDP | +| | | | | for CRU | +| | | | | customers that | +| | | | | were: | +| | | | | Traveling | +| | | | | internationally | +| | | | | with a | +| | | | | smartphone | +| | | | | without an | +| | | | | international | +| | | | | roaming feature | +| | | | | and Have used | +| | | | | 5MB+ of | +| | | | | international | +| | | | | roaming data at | +| | | | | pay-per-use | +| | | | | rates. The | +| | | | | customers | +| | | | | receive an SMS | +| | | | | message and the | +| | | | | AOP/Day to Day | +| | | | | receives an | +| | | | | email giving | +| | | | | them the option | +| | | | | to keep the | +| | | | | feature or to | +| | | | | opt out.Note: | +| | | | | The following | +| | | | | are excluded | +| | | | | from auto- | +| | | | | provisioning: | +| | | | | CRU and | +| | | | | FirstNet Agency | +| | | | | Paid accounts | +| | | | | that FAN has a | +| | | | | restriction | +| | | | | from Reply to | +| | | | | Buy is set to | +| | | | | "Not Allowed" | +| | | | | in ROME | +| | | | | Government | +| | | | | contract | +| | | | | agreement types | +| | | | | in ROME:  CFSS | +| | | | | PA, GSA1, GSA3, | +| | | | | GOV PA, WSCA, | +| | | | | GSA, GSA2, GOV, | +| | | | | or CFSS | +| | | | | Important note: | +| | | | | Even with the | +| | | | | auto-provision | +| | | | | functionality | +| | | | | it is still | +| | | | | recommended | +| | | | | that business | +| | | | | customers | +| | | | | select their | +| | | | | own | +| | | | | international | +| | | | | roaming offer | +| | | | | (IDPB or | +| | | | | Business | +| | | | | Passport) | +| | | | | before | +| | | | | traveling | +| | | | | abroad.  Auto- | +| | | | | provision | +| | | | | solution is not | +| | | | | 100% | +| | | | | guaranteed. | +| | | | | ​​​​​​​ | +| | | | | Subscriber | +| | | | | Category | +| | | | | Device SOC | +| | | | | Auto- | +| | | | | Provisioned | +| | | | | after 5MB of | +| | | | | PPU use abroad | +| | | | | OPT-OUT via SMS | +| | | | | (short-code) | +| | | | | Email | +| | | | | notification | +| | | | | with option to | +| | | | | OPT-OUT OPT | +| | | | | OUT SOC CRU | +| | | | | Phone ZIRRLHDF | +| | | | | SMS | +| | | | | confirmation | +| | | | | Only Yes-Day | +| | | | | to Day Contact | +| | | | | IRCRNOAUT CRU | +| | | | | Tablet/MiFi/Lap | +| | | | | top ZIRRLHDF | +| | | | | n/a Yes- Day | +| | | | | to Day Contact | +| | | | | IRCRNOAUT | +| | | | | Here's What's | +| | | | | Included | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business (IDP) | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business – | +| | | | | Multiline | +| | | | | (IDPBM) $10 | +| | | | | daily fee for | +| | | | | each 24-hour | +| | | | | period. Fee | +| | | | | applies to each | +| | | | | line on the | +| | | | | billing account | +| | | | | that uses IDP. | +| | | | | Available with | +| | | | | any domestic | +| | | | | plan. Daily | +| | | | | fee for each | +| | | | | 24-hour period: | +| | | | | 1 line: $10 | +| | | | | 2-5 lines: 1 | +| | | | | line @ $10 1-4 | +| | | | | lines @ $5 each | +| | | | | 6 or more | +| | | | | lines: 4 | +| | | | | lines @ $5 each | +| | | | | 2 or more lines | +| | | | | @ 10 each | +| | | | | Fee applies to | +| | | | | each line on | +| | | | | the billing | +| | | | | account that | +| | | | | uses IDPBM. | +| | | | | Requires a | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan. One Low | +| | | | | Fee Per Day | +| | | | | Pay a daily fee | +| | | | | for each | +| | | | | 24-hour period | +| | | | | that the | +| | | | | customer talks, | +| | | | | texts, or uses | +| | | | | data within an | +| | | | | included | +| | | | | country. Text | +| | | | | messages | +| | | | | received are | +| | | | | rated as | +| | | | | domestic and do | +| | | | | not trigger a | +| | | | | daily fee. | +| | | | | Data Access | +| | | | | Data is drawn | +| | | | | from eligible | +| | | | | plan with same | +| | | | | data and speed | +| | | | | restrictions. | +| | | | | If domestic | +| | | | | plan includes | +| | | | | Video | +| | | | | Management, it | +| | | | | applies to the | +| | | | | international | +| | | | | package or | +| | | | | feature. If | +| | | | | IDP customer | +| | | | | exceeds the | +| | | | | amount of data | +| | | | | in the domestic | +| | | | | plan, overage | +| | | | | charges or data | +| | | | | speed reduction | +| | | | | up to 128Kbps | +| | | | | applies per | +| | | | | domestic plan.* | +| | | | | For Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan only: | +| | | | | After 50GB, | +| | | | | AT&T may | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy.* *If | +| | | | | data speed is | +| | | | | slowed, all | +| | | | | data use, | +| | | | | including audio | +| | | | | and video | +| | | | | streaming, | +| | | | | picture and | +| | | | | video | +| | | | | messaging, and | +| | | | | other types of | +| | | | | data may not | +| | | | | work. | +| | | | | Unlimited Calls | +| | | | | to the U.S. | +| | | | | Includes | +| | | | | cellular calls | +| | | | | from ID Source: | +| | | | | Content: News & | +| | | | | UpdatesEffectiv | +| | | | | e May 10, 2023: | +| | | | | Passport (OTC | +| | | | | and Recurring) | +| | | | | packages and | +| | | | | AT&T Passport | +| | | | | Pro were | +| | | | | grandfathered | +| | | | | for | +| | | | | Business/CRU | +| | | | | subscribers.  | +| | | | | Recurring Passp | +| | | | | ort/Passport | +| | | | | Pro subscribers | +| | | | | can keep their | +| | | | | package until | +| | | | | they expire it. | +| | | | | New AT&T | +| | | | | Business | +| | | | | Passport (22GB) | +| | | | | offer launched | +| | | | | to market. | +| | | | |  Details can be | +| | | | | found in AT&T | +| | | | | Business | +| | | | | Passport - | +| | | | | BCSS. | +| | | | | Effective | +| | | | | November 1, | +| | | | | 2022: Lebanon | +| | | | | is no longer | +| | | | | included in IDP | +| | | | | or Passport/Pas | +| | | | | sport Pro and | +| | | | | cellular data | +| | | | | service is no | +| | | | | longer | +| | | | | available | +| | | | | there.  Voice | +| | | | | and texting | +| | | | | will be | +| | | | | available at | +| | | | | Pay-Per-Use | +| | | | | rates only. | +| | | | | Select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights will be | +| | | | | included in IDP | +| | | | | and Passport/Pa | +| | | | | ssport Pro | +| | | | | Travel with | +| | | | | peace of | +| | | | | mindShare your | +| | | | | travel | +| | | | | adventures with | +| | | | | unlimited | +| | | | | texts.Pay for | +| | | | | one month or | +| | | | | set up | +| | | | | recurring | +| | | | | charges for | +| | | | | extended | +| | | | | trips.Stay | +| | | | | connected in | +| | | | | over 210 | +| | | | | countries. | +| | | | | Note: See | +| | | | | Feature and | +| | | | | Plans | +| | | | | Compatibility | +| | | | | List for | +| | | | | important | +| | | | | billing and | +| | | | | plan | +| | | | | comparisons. | +| | | | | Pick your plan | +| | | | | AT&T Passport | +| | | | | 2GB (CRU only) | +| | | | |   AT&T | +| | | | | Passport 6GB | +| | | | | (CRU only) | +| | | | |   AT&T | +| | | | | Passport Pro | +| | | | | 10GB   | +| | | | | $70 mo./per | +| | | | | device   $140 | +| | | | | mo./per device | +| | | | |   $200 mo./per | +| | | | | device | +| | | | | One-time charge | +| | | | | or recurring.Ov | +| | | | | erage: $30/GB | +| | | | | One-time | +| | | | | charge or recur | +| | | | | ring.Overage: | +| | | | | $30/GB   | +| | | | | Recurring | +| | | | | only.No | +| | | | | Overage.Data | +| | | | | speed slows to | +| | | | | max of 256Kbps | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD70Recurrin | +| | | | | g: IRRPAD70 | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD140Recurri | +| | | | | ng: IRRPAD140 | +| | | | | Includes 250 | +| | | | | minutesOverage: | +| | | | | $0.45 per | +| | | | | minute AT&T | +| | | | | International | +| | | | | Calling include | +| | | | | dSOCsOTC: | +| | | | | N/ARecurring: | +| | | | | IRPPRO200 | +| | | | | See details. | +| | | | | See details. | +| | | | | See details. | +| | | | | Up to 30 days: | +| | | | | Plans auto- | +| | | | | expire 30 days | +| | | | | after the | +| | | | | effective | +| | | | | date.30+ days: | +| | | | | Monthly | +| | | | | recurring plans | +| | | | | for smartphone/ | +| | | | | feature phone | +| | | | | devices & data | +| | | | | only devices | +| | | | | require the | +| | | | | customer to | +| | | | | retain the plan | +| | | | | for a minimum | +| | | | | of 2 months. (1 | +| | | | | month for AT&T | +| | | | | Passport Pro). | +| | | | |   Plans Prior | +| | | | | to October 16, | +| | | | | 2019 Make the | +| | | | | most of your | +| | | | | travels Turn | +| | | | | off your | +| | | | | messaging apps, | +| | | | | disable | +| | | | | automatic | +| | | | | updates and | +| | | | | background | +| | | | | refreshes to | +| | | | | make your data | +| | | | | go further. | +| | | | | Keep track of | +| | | | | your data | +| | | | | usage: iOS | +| | | | | device: | +| | | | | Go to Settings | +| | | | | > Cellular. | +| | | | | Scroll to the | +| | | | | bottom and tap | +| | | | | Reset | +| | | | | Statistics. | +| | | | | Android device: | +| | | | | Usage is | +| | | | | tracked by bill | +| | | | | cycle. Make a | +| | | | | note of how | +| | | | | much data has | +| | | | | been used when | +| | | | | you arrive. You | +| | | | | can also search | +| | | | | for a data | +| | | | | usage app on | +| | | | | Google Play. | +| | | | | With Wi-Fi | +| | | | | Calling, you | +| | | | | can call back | +| | | | | to the U.S. at | +| | | | | no additional | +| | | | | charge. If | +| | | | | you have AT&T | +| | | | | Passport, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | country you're | +| | | | | in, are billed | +| | | | | at the low | +| | | | | Passport per- | +| | | | | minute rate. | +| | | | | If you have | +| | | | | AT&T Passport | +| | | | | Pro, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | one you're in, | +| | | | | are included in | +| | | | | your package | +| | | | | minutes. | +| | | | | For more | +| | | | | information, | +| | | | | read the AT&T | +| | | | | Passport travel | +| | | | | tips. The | +| | | | | Rules! | +| | | | | Customer has | +| | | | | less than 90 | +| | | | | days tenure? | +| | | | | BCSS - transfer | +| | | | | to Fraud | +| | | | | following | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | (available to | +| | | | | BCSS, Mobility | +| | | | | - CLG, CS - ATS | +| | | | | /PAC/Prepaid/MS | +| | | | | &S, VSE, Fraud, | +| | | | | and NSP - | +| | | | | External) Do | +| | | | | not add plans | +| | | | | during the | +| | | | | processing of | +| | | | | BAN-to-BAN | +| | | | | moves, CTN | +| | | | | change, cancel | +| | | | | or suspension. | +| | | | | Duplicate | +| | | | | charges bill if | +| | | | | you do. Remove | +| | | | | the | +| | | | | International | +| | | | | Roaming Block | +| | | | | (NIRM) feature | +| | | | | before adding | +| | | | | the plan: | +| | | | | The customer | +| | | | | may contact | +| | | | | AT&T to re-add | +| | | | | it when they | +| | | | | return from | +| | | | | their travels. | +| | | | | Only one at a | +| | | | | time! Just one | +| | | | | plan can be | +| | | | | active on a CTN | +| | | | | at a time: | +| | | | | Source: | +| | | | | Content: T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages. | +| | | | | Review Rates | +| | | | | and Coverage | +| | | | | Only offer | +| | | | | current | +| | | | | available | +| | | | | offers. | +| | | | | External Site | +| | | | | www.att.com/glo | +| | | | | bal 4 | +| | | | | Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T | +| | | | | World: www.att. | +| | | | | com/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Roaming | +| | | | | Refer to How to | +| | | | | Use Your Phone | +| | | | | Outside of the | +| | | | | U.S. - BCSS. | +| | | | | Calls placed or | +| | | | | received from | +| | | | | cruise ships | +| | | | | are not | +| | | | | discounted. | +| | | | | For rates and | +| | | | | details, see | +| | | | | AT&T Cruise | +| | | | | One-Time Charge | +| | | | | (OTC) | +| | | | | Packages.  | +| | | | | Provide the | +| | | | | external number | +| | | | | (+1.314.925.692 | +| | | | | 5) for troubles | +| | | | | hooting.  | +| | | | | This call is | +| | | | | free from the | +| | | | | customer's | +| | | | | wireless phone | +| | | | | while traveling | +| | | | | internationally | +| | | | | .  There is a | +| | | | | charge if the | +| | | | | call is from a | +| | | | | wired phone; | +| | | | | however, AT&T | +| | | | | obtains a | +| | | | | callback number | +| | | | | and calls the | +| | | | | customer back | +| | | | | to minimize | +| | | | | costs to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key.  | +| | | | | For BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | International | +| | | | | Traveling - | +| | | | | Passport or | +| | | | | Global | +| | | | | Messaging | +| | | | | features | +| | | | | Sending - | +| | | | | Messages are | +| | | | | unlimited and | +| | | | | do not draw | +| | | | | from a domestic | +| | | | | messaging plan: | +| | | | | ◦No matter | +| | | | | where you send | +| | | | | it (individual | +| | | | | to individual | +| | | | | only) | +| | | | | Example: While | +| | | | | in Italy, | +| | | | | sending a | +| | | | | message to | +| | | | | someone else in | +| | | | | Italy, or | +| | | | | someone back to | +| | | | | the U.S.  | +| | | | | Receiving - | +| | | | | Domestic | +| | | | | messaging rate | +| | | | | applies to | +| | | | | messages | +| | | | | received: | +| | | | | Messages can | +| | | | | come from any | +| | | | | international | +| | | | | location, or | +| | | | | from the U.S.  | +| | | | | Customers with | +| | | | | an unlimited | +| | | | | messaging | +| | | | | domestic plan, | +| | | | | such as Mobile | +| | | | | Share Advantage | +| | | | | plans, receive | +| | | | | unlimited | +| | | | | messaging while | +| | | | | traveling.  | +| | | | | Voicemail | +| | | | | Voicemail | +| | | | | Charges If | +| | | | | the device is | +| | | | | turned on and | +| | | | | registering on | +| | | | | a foreign | +| | | | | carrier's | +| | | | | GSM/GPRS/UMTS | +| | | | | network, | +| | | | | unanswered | +| | | | | calls that | +| | | | | route to the | +| | | | | AT&T voicemail | +| | | | | system are | +| | | | | charged as an | +| | | | | international | +| | | | | roaming | +| | | | | incoming call | +| | | | | to the device. | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming.  | +| | | | | Visual | +| | | | | Voicemail ( | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 81 | [] | Do customers | I don't | Content: 't | +| | | with AT&T | know. | cover the | +| | | Cruise Ship | | customer's | +| | | packages | | cruise? If | +| | | receive | | your Cruise | +| | | landing | | doesn't qualify | +| | | messages? | | for a Cruise | +| | | | | package No | +| | | | | problem! Your | +| | | | | device | +| | | | | may still work, | +| | | | | but your usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates. Talk | +| | | | | for $3.00 | +| | | | | Text: | +| | | | | $0.50/message, | +| | | | | $1.30/picture | +| | | | | or video | +| | | | | message Data: | +| | | | | $2.05/MB | +| | | | | ($.002/KB)** | +| | | | | Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and | +| | | | | video messages | +| | | | | received.**Usag | +| | | | | e is calculated | +| | | | | in full | +| | | | | kilobyte | +| | | | | increments | +| | | | | ($0.002/KB) and | +| | | | | rounded up to | +| | | | | the next full- | +| | | | | kilobyte | +| | | | | increment. | +| | | | | Details | +| | | | | Eligibility | +| | | | | Requirements & | +| | | | | Restrictions ✔ | +| | | | | Must meet | +| | | | | international | +| | | | | eligibility | +| | | | | requirements. | +| | | | | ✔ Available to | +| | | | | Consumer/IRU/CR | +| | | | | U, FirstNet and | +| | | | | AT&T Signature | +| | | | | Program (SIG) | +| | | | | customers. ✔ | +| | | | | Work with any | +| | | | | domestic rate | +| | | | | plan. ✔ | +| | | | | Required per | +| | | | | CTN. ✔ | +| | | | | Available | +| | | | | for smartphone | +| | | | | and for tablets | +| | | | |  (wearables and | +| | | | | connected car | +| | | | | are excluded). | +| | | | | ✔ Private | +| | | | | yachts, river | +| | | | | cruises, and | +| | | | | ferries do not | +| | | | | qualify for | +| | | | | Cruise OTC | +| | | | | packages. ✔ | +| | | | | Usage is | +| | | | | discounted by | +| | | | | package on over | +| | | | | 175 cruise | +| | | | | ships. ✔ Usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates on other | +| | | | | cruise ships. | +| | | | | Selling Tips | +| | | | | Help Consumer | +| | | | | customers | +| | | | | purchase a | +| | | | | package1 in 3 | +| | | | | different ways: | +| | | | | Direct the | +| | | | | customer to | +| | | | | their myAT&T | +| | | | | account and | +| | | | | follow the | +| | | | | international | +| | | | | guided flow. | +| | | | | Business | +| | | | | customers can | +| | | | | purchase a | +| | | | | package by | +| | | | | calling | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS). | +| | | | | Suggest adding | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business or | +| | | | | AT&T Business | +| | | | | Passport to | +| | | | | cover usage on | +| | | | | land or in | +| | | | | port. | +| | | | | 1Packages are | +| | | | | not available | +| | | | | for | +| | | | | provisioning | +| | | | | via OPUS, | +| | | | | Premier, or the | +| | | | | IVR.2The myAT&T | +| | | | | international | +| | | | | guided flow is | +| | | | | frequently | +| | | | | updated; | +| | | | | screenshots may | +| | | | | not always | +| | | | | match the | +| | | | | actual | +| | | | | experience. | +| | | | | Additional Plan | +| | | | | Information | +| | | | | Cruise Packages | +| | | | | Details $60 | +| | | | | AT&T Cruise | +| | | | | Basic $100 | +| | | | | AT&T Cruise | +| | | | | Plus Price | +| | | | | $60 $100 | +| | | | | Eligible | +| | | | | Devices | +| | | | | Smartphones | +| | | | | only | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Minutes(Calls | +| | | | | made or | +| | | | | received while | +| | | | | international | +| | | | | roaming) | +| | | | | 100Overage: | +| | | | | $1/minute | +| | | | | Unlimited | +| | | | | Messages sent | +| | | | | (text, picture, | +| | | | | or video) while | +| | | | | international | +| | | | | roaming | +| | | | | (Domestic rates | +| | | | | apply to | +| | | | | messages | +| | | | | received) | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Cellular Data | +| | | | | (International | +| | | | | roaming) | +| | | | | 100MBOverage: | +| | | | | $10 per 100MB | +| | | | | 1GBOverage: $10 | +| | | | | per 100MB CRU | +| | | | | SOC IRCSPVMD | +| | | | | IRCSP1GB | +| | | | | FirstNet SOC | +| | | | | (Black SIM) | +| | | | | FNCSPVMD | +| | | | | FNCSP1GB | +| | | | | FirstNet AT&T | +| | | | | SOC(Orange SIM) | +| | | | | IRCSPVMD | +| | | | | IRCSP1GB Other | +| | | | | Details The | +| | | | | customer's | +| | | | | device is | +| | | | | registered on | +| | | | | the ship's | +| | | | | cellular | +| | | | | network when | +| | | | | Cellular at | +| | | | | Sea, 901-18 or | +| | | | | NOR-18 displays | +| | | | | on the device | +| | | | | in the upper- | +| | | | | left side of | +| | | | | the device's | +| | | | | screen. The | +| | | | | customer's | +| | | | | device switches | +| | | | | and registers | +| | | | | on a cellular | +| | | | | network from a | +| | | | | provider in the | +| | | | | country as the | +| | | | | ship approaches | +| | | | | land. When | +| | | | | ships are | +| | | | | docked or | +| | | | | tendered at a | +| | | | | U.S. port, | +| | | | | including | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands, and | +| | | | | the customer is | +| | | | | connected to a | +| | | | | land-based | +| | | | | cellular | +| | | | | carrier, usage | +| | | | | onboard the | +| | | | | ship is billed | +| | | | | at domestic | +| | | | | rates. The OTC | +| | | | | charge: | +| | | | | Bills only once | +| | | | | on the | +| | | | | package's | +| | | | | effective date, | +| | | | | even if the | +| | | | | package crosses | +| | | | | a bill cycle. | +| | | | | Does not pro- | +| | | | | rate. Will | +| | | | | bill once its | +| | | | | effective date | +| | | | | has passed. | +| | | | | Will not bill | +| | | | | if the package | +| | | | | is expired | +| | | | | before or on | +| | | | | its effective | +| | | | | date. Cruise | +| | | | | ships are not | +| | | | | included in | +| | | | | AT&T Business | +| | | | | Passport or | +| | | | | International | +| | | | | Day Pass for Bu | +| | | | | siness packages | +| | | | | . Billing | +| | | | | Priorities | +| | | | | International | +| | | | | usage is rated | +| | | | | in this billing | +| | | | | priority: 1st | +| | | | | - Domestic Rate | +| | | | | Plan, if it | +| | | | | includes | +| | | | | roaming | +| | | | | coverage in | +| | | | | international | +| | | | | countries | +| | | | | (example Mexico | +| | | | | and/or | +| | | | | Canada)2nd - | +| | | | | International | +| | | | | Day Pass3rd - | +| | | | | Passport4th - | +| | | | | AT&T Cruise | +| | | | | Ship Package5th | +| | | | | - Pay per use | +| | | | | Examples of how | +| | | | | rating occurs: | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that | +| | | | | includes Mexico | +| | | | | and Canada. | +| | | | | Extras on | +| | | | | customer's CT | +| | | | | Source: | +| | | | | Content: Stay | +| | | | | in touch while | +| | | | | on your cruise! | +| | | | | We have | +| | | | | packages on | +| | | | | over 175 cruise | +| | | | | ships with no | +| | | | | extra charge on | +| | | | | land, in | +| | | | | Mexico, Canada, | +| | | | | and select | +| | | | | Caribbean | +| | | | | islands. Set | +| | | | | Sail and Stay | +| | | | | Connected Stay | +| | | | | connected with | +| | | | | up to 1GB of | +| | | | | data, talk and | +| | | | | unlimited test | +| | | | | on over 175 | +| | | | | cruise ships | +| | | | | with AT&T | +| | | | | Cruise packages | +| | | | | . Effective | +| | | | | June 1, 2023, | +| | | | | AT&T Cruise | +| | | | | packages are | +| | | | | being updated | +| | | | | to create more | +| | | | | value for | +| | | | | customers:  | +| | | | | $100 Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Plus’ | +| | | | | and remains a | +| | | | | $100 One Time | +| | | | | Cost $50 | +| | | | | Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Basic’ | +| | | | | and is now a | +| | | | | $60 One Time | +| | | | | Cost | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Smartphones | +| | | | | only | +| | | | | Voice remains | +| | | | | Unlimited | +| | | | | Voice minutes | +| | | | | increase from | +| | | | | 50 minutes to | +| | | | | 100 minutes | +| | | | | Voice overages | +| | | | | reduced from | +| | | | | $2/min to | +| | | | | $1/min | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Data allowance | +| | | | | increases from | +| | | | | 200MB to 1GB | +| | | | | Data overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Data allowance | +| | | | | increases from | +| | | | | no data to | +| | | | | 100MB Data | +| | | | | overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Usage of Cruise | +| | | | | Package is | +| | | | | limited to | +| | | | | eligible Cruise | +| | | | | Ships only | +| | | | | starting | +| | | | | 6/1/23; IDP | +| | | | | will auto- | +| | | | | provision on | +| | | | | land-based | +| | | | | carriers for | +| | | | | eligible | +| | | | | customers. | +| | | | | Prior to | +| | | | | 6/1/23, Cruise | +| | | | | usage was | +| | | | | allowed in | +| | | | | Canada, Mexico | +| | | | | and some | +| | | | | Caribbean | +| | | | | Islands | +| | | | | For customers | +| | | | | that DO NOT | +| | | | | select a Cruise | +| | | | | Package or are | +| | | | | on a non- | +| | | | | eligible ship, | +| | | | | Pay-Per Use | +| | | | | Data remains @ | +| | | | | $2.05/MB for | +| | | | | data, $3/minute | +| | | | | for voice, | +| | | | | $0.50 per SMS & | +| | | | | $1.30 per MMS. | +| | | | | By increasing | +| | | | | the data | +| | | | | allowance in | +| | | | | both packages | +| | | | | and providing | +| | | | | greater value | +| | | | | in data | +| | | | | overages, | +| | | | | recommend a | +| | | | | Cruise package | +| | | | | for your | +| | | | | customers | +| | | | | compared to | +| | | | | Pay-Per-Use | +| | | | | rates! Start | +| | | | | the | +| | | | | conversation | +| | | | | Important | +| | | | | Questions for | +| | | | | the Customer ✔ | +| | | | | Which cruise | +| | | | | line will you | +| | | | | be sailing | +| | | | | on?(Confirm | +| | | | | cruise | +| | | | | line/ship is | +| | | | | listed on | +| | | | | Cruise Ships | +| | | | | Guide  and | +| | | | | record it in | +| | | | | notes.) ✔ How | +| | | | | long will you | +| | | | | be on your crui | +| | | | | se?(Recommend | +| | | | | the right | +| | | | | package(s) to | +| | | | | cover all | +| | | | | usage.) ✔ | +| | | | | Where is your | +| | | | | cruise taking | +| | | | | you?(Recommend | +| | | | | IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport for | +| | | | | when customer | +| | | | | is on shore. | +| | | | | AT&T Cruise | +| | | | | packages do not | +| | | | | cover usage in | +| | | | | port or on | +| | | | | land. ✔ Is | +| | | | | travel in | +| | | | | Mexico or | +| | | | | Canada included | +| | | | | in your | +| | | | | domestic rate | +| | | | | plan?(Rated as | +| | | | | domestic) ✔ | +| | | | | Will you be | +| | | | | using data | +| | | | | while you are | +| | | | | away?(If | +| | | | | estimated data | +| | | | | usage is | +| | | | | greater than | +| | | | | 200MBs, suggest | +| | | | | using IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport when | +| | | | | on the ship in | +| | | | | port or | +| | | | | onshore.) ✔ | +| | | | | Packages are | +| | | | | available on | +| | | | | over 175 cruise | +| | | | | ships. Choose | +| | | | | the cruise | +| | | | | package that's | +| | | | | right for you! | +| | | | | Auto expires in | +| | | | | 30 days! There | +| | | | | are two plans | +| | | | | to choose from, | +| | | | | depending on | +| | | | | your device | +| | | | | type: AT&T | +| | | | | Cruise Plus | +| | | | |  $100 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk | +| | | | | and Text*: | +| | | | | Unlimited  ✔ | +| | | | | Data: 1GB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance  ✔ | +| | | | | Available for | +| | | | | smartphones & t | +| | | | | ablets *Standar | +| | | | | d domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. AT&T | +| | | | | Cruise Basic | +| | | | |  $60 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk: | +| | | | | 100 minutes; | +| | | | | overage $1.00 | +| | | | | per minute  ✔ | +| | | | | Text*: | +| | | | | Unlimited ✔ | +| | | | | Data:  100MB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance ✔ | +| | | | | Available for | +| | | | | smartphones | +| | | | | only *Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. | +| | | | | Click here | +| | | | | (AT&T Data | +| | | | | Calculator - | +| | | | | Estimate Your | +| | | | | Internet Data | +| | | | | Usage | +| | | | | (att.com)) if | +| | | | | your customer | +| | | | | needs help | +| | | | | determining | +| | | | | their data | +| | | | | needs How do | +| | | | | you add a | +| | | | | cruise ship | +| | | | | package? AT&T | +| | | | | Cruise Ship | +| | | | | packages can be | +| | | | | purchased as of | +| | | | | February 20, | +| | | | | 2020 in these | +| | | | | sales channels: | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS) The | +| | | | | myAT&T secured | +| | | | | account What | +| | | | | if the Cruise | +| | | | | package doesn | +| | | | | Source: | +| | | | | Content: N: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Mexico and | +| | | | | Canada rated by | +| | | | | the domestic | +| | | | | rate plan. | +| | | | | Only Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. All | +| | | | | other usage in | +| | | | | IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. See | +| | | | | Cruise packages | +| | | | | for additional | +| | | | | support. | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages. | +| | | | | Review Rates | +| | | | | and Coverage | +| | | | | Only offer | +| | | | | current | +| | | | | available | +| | | | | offers. | +| | | | | External Site | +| | | | | www.att.com/glo | +| | | | | bal 4 | +| | | | | Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T | +| | | | | World: www.att. | +| | | | | com/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Roaming | +| | | | | Refer to How to | +| | | | | Use Your Phone | +| | | | | Outside of the | +| | | | | U.S. - BCSS. | +| | | | | Calls placed or | +| | | | | received from | +| | | | | cruise ships | +| | | | | are not | +| | | | | discounted. | +| | | | | For rates and | +| | | | | details, see | +| | | | | AT&T Cruise | +| | | | | One-Time Charge | +| | | | | (OTC) | +| | | | | Packages.  | +| | | | | Provide the | +| | | | | external number | +| | | | | (+1.314.925.692 | +| | | | | 5) for troubles | +| | | | | hooting.  | +| | | | | This call is | +| | | | | free from the | +| | | | | customer's | +| | | | | wireless phone | +| | | | | while traveling | +| | | | | internationally | +| | | | | .  There is a | +| | | | | charge if the | +| | | | | call is from a | +| | | | | wired phone; | +| | | | | however, AT&T | +| | | | | obtains a | +| | | | | callback number | +| | | | | and calls the | +| | | | | customer back | +| | | | | to minimize | +| | | | | costs to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key.  | +| | | | | For BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | International | +| | | | | Traveling - | +| | | | | Passport or | +| | | | | Global | +| | | | | Messaging | +| | | | | features | +| | | | | Sending - | +| | | | | Messages are | +| | | | | unlimited and | +| | | | | do not draw | +| | | | | from a domestic | +| | | | | messaging plan: | +| | | | | ◦No matter | +| | | | | where you send | +| | | | | it (individual | +| | | | | to individual | +| | | | | only) | +| | | | | Example: While | +| | | | | in Italy, | +| | | | | sending a | +| | | | | message to | +| | | | | someone else in | +| | | | | Italy, or | +| | | | | someone back to | +| | | | | the U.S.  | +| | | | | Receiving - | +| | | | | Domestic | +| | | | | messaging rate | +| | | | | applies to | +| | | | | messages | +| | | | | received: | +| | | | | Messages can | +| | | | | come from any | +| | | | | international | +| | | | | location, or | +| | | | | from the U.S.  | +| | | | | Customers with | +| | | | | an unlimited | +| | | | | messaging | +| | | | | domestic plan, | +| | | | | such as Mobile | +| | | | | Share Advantage | +| | | | | plans, receive | +| | | | | unlimited | +| | | | | messaging while | +| | | | | traveling.  | +| | | | | Voicemail | +| | | | | Voicemail | +| | | | | Charges If | +| | | | | the device is | +| | | | | turned on and | +| | | | | registering on | +| | | | | a foreign | +| | | | | carrier's | +| | | | | GSM/GPRS/UMTS | +| | | | | network, | +| | | | | unanswered | +| | | | | calls that | +| | | | | route to the | +| | | | | AT&T voicemail | +| | | | | system are | +| | | | | charged as an | +| | | | | international | +| | | | | roaming | +| | | | | incoming call | +| | | | | to the device. | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming.  | +| | | | | Visual | +| | | | | Voicemail ( | +| | | | | Source: | +| | | | | Content: | +| | | | | transactions | +| | | | | completed and | +| | | | | communicate | +| | | | | them to the | +| | | | | customer.¶ ¶ | +| | | | | ¶ Promote | +| | | | | Self-Service¶ | +| | | | | Customers can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus. | +| | | | | ◦Status for | +| | | | | orders placed | +| | | | | in the last 24 | +| | | | | hours may not | +| | | | | be available.En | +| | | | | tering the | +| | | | | customer's | +| | | | | email address | +| | | | | (checkout | +| | | | | screen) sends | +| | | | | the customer | +| | | | | order | +| | | | | notification | +| | | | | that the device | +| | | | | has | +| | | | | shipped.Refer | +| | | | | the customer to | +| | | | | www.att.com/dev | +| | | | | icehowto for | +| | | | | device | +| | | | | support.¶ Post | +| | | | | Call | +| | | | | Notification¶ | +| | | | | Send a PCN as | +| | | | | outlined in | +| | | | | your groups PCN | +| | | | | policy.¶ | +| | | | | Device | +| | | | | Expectations¶ | +| | | | | The order does | +| | | | | not ship until | +| | | | | online T&Cs are | +| | | | | accepted by the | +| | | | | customer.Shared | +| | | | | Upgrades | +| | | | | sometimes | +| | | | | require a visit | +| | | | | to an AT&T | +| | | | | Retail store or | +| | | | | a call to | +| | | | | Customer | +| | | | | Service to | +| | | | | activate the | +| | | | | device on the | +| | | | | correct CTN. | +| | | | | This occurs | +| | | | | when rep | +| | | | | performs a | +| | | | | "manual cross- | +| | | | | upgrade" rather | +| | | | | than using the | +| | | | | correct | +| | | | | flow.Refer the | +| | | | | customer to the | +| | | | | Copy Contact | +| | | | | Wizard (att.com | +| | | | | /learningcenter | +| | | | | /copy- | +| | | | | contacts.do) | +| | | | | and Device | +| | | | | Support (www.at | +| | | | | t.com/devicesup | +| | | | | port) for | +| | | | | instructions on | +| | | | | transferring | +| | | | | contacts | +| | | | | between | +| | | | | devices.Offer | +| | | | | AT&T Protect | +| | | | | Advantage and | +| | | | | Device | +| | | | | Protection | +| | | | | during an | +| | | | | upgrade if the | +| | | | | customer is not | +| | | | | enrolled.¶ If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ Does | +| | | | | not qualify for | +| | | | | any upgrade | +| | | | | optionIf the | +| | | | | customer | +| | | | | disputes their | +| | | | | upgrade | +| | | | | eligibility | +| | | | | date, complete | +| | | | | the | +| | | | | troubleshooting | +| | | | | steps in | +| | | | | Customer | +| | | | | Disputes | +| | | | | Upgrade | +| | | | | Eligibility | +| | | | | Date - BCSS.Sec | +| | | | | ured/Override | +| | | | | or does not | +| | | | | want to | +| | | | | purchaseProvide | +| | | | | the customer | +| | | | | with the | +| | | | | following | +| | | | | information.¶ | +| | | | | AT&T is | +| | | | | committed to | +| | | | | offering the | +| | | | | best new | +| | | | | devices at a | +| | | | | discounted | +| | | | | price when a | +| | | | | customer is | +| | | | | eligible to | +| | | | | upgrade. Many | +| | | | | factors are | +| | | | | considered when | +| | | | | determining | +| | | | | price and | +| | | | | eligibility.¶ | +| | | | | Some of those | +| | | | | factors are | +| | | | | tenure, | +| | | | | revenue, and | +| | | | | date of last | +| | | | | upgrade. ¶ | +| | | | | Customers may | +| | | | | see different | +| | | | | pricing | +| | | | | structures | +| | | | | through various | +| | | | | different | +| | | | | channels, that | +| | | | | is, myAT&T, | +| | | | | Premier, and | +| | | | | retail.¶ A | +| | | | | customer may | +| | | | | upgrade through | +| | | | | other channels | +| | | | | if they are | +| | | | | eligible for an | +| | | | | upgrade. | +| | | | | Equipment | +| | | | | pricing may be | +| | | | | less online at | +| | | | | times due to | +| | | | | the lower | +| | | | | overhead costs. | +| | | | | This is a | +| | | | | common practice | +| | | | | with many | +| | | | | retail | +| | | | | organizations. | +| | | | | ¶ AT&T | +| | | | | Certified | +| | | | | Restored | +| | | | | devices may be | +| | | | | available | +| | | | | through Premier | +| | | | | or att.com/wire | +| | | | | less.¶ | +| | | | | Customers would | +| | | | | need to order | +| | | | | through those | +| | | | | sales channels | +| | | | | to take | +| | | | | advantage of | +| | | | | AT&T Certified | +| | | | | Restored | +| | | | | devices.The | +| | | | | only difference | +| | | | | with an AT&T | +| | | | | Certified | +| | | | | Restored device | +| | | | | is the actual | +| | | | | handset and | +| | | | | pricing, all | +| | | | | other ordering | +| | | | | and | +| | | | | return/exchange | +| | | | | rules are | +| | | | | standard.¶ ¶ | +| | | | | Price | +| | | | | Overrides¶ | +| | | | | OPUS automates | +| | | | | the best | +| | | | | available | +| | | | | prices for the | +| | | | | customer. Never | +| | | | | proactively | +| | | | | offer Price | +| | | | | Overrides. Use | +| | | | | Price Overrides | +| | | | | as a last | +| | | | | resort. All | +| | | | | Price Overrides | +| | | | | are subject to | +| | | | | audits and | +| | | | | reporting. Each | +| | | | | channel has an | +| | | | | approved | +| | | | | threshold for | +| | | | | adjusting | +| | | | | equipment | +| | | | | prices. Do not | +| | | | | offer to adjust | +| | | | | the equipment | +| | | | | price prior to | +| | | | | reviewing your | +| | | | | channel's | +| | | | | policy.Complete | +| | | | | all the | +| | | | | necessary steps | +| | | | | and obtain | +| | | | | approvals | +| | | | | before | +| | | | | completing a | +| | | | | price override. | +| | | | | See Equipment | +| | | | | Price Overrides | +| | | | | - BCSS.¶ Terms | +| | | | | and Conditions | +| | | | | Expectations¶ | +| | | | | Remind customer | +| | | | | of their | +| | | | | contract | +| | | | | renewal and | +| | | | | ETF.¶ | +| | | | | Smartphones and | +| | | | | netbooks = $325 | +| | | | | with a $10 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.Standard | +| | | | | devices = $150 | +| | | | | with a $4 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.¶ | +| | | | | Customers who | +| | | | | ordered a | +| | | | | device that did | +| | | | | require an | +| | | | | email address | +| | | | | for T&Cs | +| | | | | acceptance must | +| | | | | accept T&Cs | +| | | | | sent to their | +| | | | | email address | +| | | | | provided before | +| | | | | their device | +| | | | | ships.Advise | +| | | | | the customer to | +| | | | | follow the | +| | | | | instructions in | +| | | | | the Quick Start | +| | | | | Guide included | +| | | | | in the box to | +| | | | | activate their | +| | | | | new equipment.I | +| | | | | nform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable. ¶ | +| | | | | Shipping | +| | | | | Expectations | +| | | | | Ask the | +| | | | | customer if | +| | | | | they want | +| | | | | standard or | +| | | | | overnight | +| | | | | shipping to set | +| | | | | the proper | +| | | | | expectation.¶ | +| | | | | Standard/second | +| | | | | day ($9.95) | +| | | | | U.S. delivery, | +| | | | | typically | +| | | | | delivered | +| | | | | within 3 | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 82 | [] | Does a | No, | Content: N: | +| | | customer | customers | Customer has | +| | | traveling on | traveling on | usage on/in: | +| | | a River | a river | How the | +| | | cruise | cruise do | customer's | +| | | qualify for | not qualify | usage rated: | +| | | a Cruise | for a Cruise | Cruise package | +| | | package? | package. | Cruise ship | +| | | | (Source: | Mexico Canada | +| | | | context) | A Caribbean | +| | | | | Island | +| | | | | Mexico and | +| | | | | Canada rated by | +| | | | | the domestic | +| | | | | rate plan. | +| | | | | Only Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. All | +| | | | | other usage in | +| | | | | IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. See | +| | | | | Cruise packages | +| | | | | for additional | +| | | | | support. | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: 't | +| | | | | cover the | +| | | | | customer's | +| | | | | cruise? If | +| | | | | your Cruise | +| | | | | doesn't qualify | +| | | | | for a Cruise | +| | | | | package No | +| | | | | problem! Your | +| | | | | device | +| | | | | may still work, | +| | | | | but your usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates. Talk | +| | | | | for $3.00 | +| | | | | Text: | +| | | | | $0.50/message, | +| | | | | $1.30/picture | +| | | | | or video | +| | | | | message Data: | +| | | | | $2.05/MB | +| | | | | ($.002/KB)** | +| | | | | Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and | +| | | | | video messages | +| | | | | received.**Usag | +| | | | | e is calculated | +| | | | | in full | +| | | | | kilobyte | +| | | | | increments | +| | | | | ($0.002/KB) and | +| | | | | rounded up to | +| | | | | the next full- | +| | | | | kilobyte | +| | | | | increment. | +| | | | | Details | +| | | | | Eligibility | +| | | | | Requirements & | +| | | | | Restrictions ✔ | +| | | | | Must meet | +| | | | | international | +| | | | | eligibility | +| | | | | requirements. | +| | | | | ✔ Available to | +| | | | | Consumer/IRU/CR | +| | | | | U, FirstNet and | +| | | | | AT&T Signature | +| | | | | Program (SIG) | +| | | | | customers. ✔ | +| | | | | Work with any | +| | | | | domestic rate | +| | | | | plan. ✔ | +| | | | | Required per | +| | | | | CTN. ✔ | +| | | | | Available | +| | | | | for smartphone | +| | | | | and for tablets | +| | | | |  (wearables and | +| | | | | connected car | +| | | | | are excluded). | +| | | | | ✔ Private | +| | | | | yachts, river | +| | | | | cruises, and | +| | | | | ferries do not | +| | | | | qualify for | +| | | | | Cruise OTC | +| | | | | packages. ✔ | +| | | | | Usage is | +| | | | | discounted by | +| | | | | package on over | +| | | | | 175 cruise | +| | | | | ships. ✔ Usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates on other | +| | | | | cruise ships. | +| | | | | Selling Tips | +| | | | | Help Consumer | +| | | | | customers | +| | | | | purchase a | +| | | | | package1 in 3 | +| | | | | different ways: | +| | | | | Direct the | +| | | | | customer to | +| | | | | their myAT&T | +| | | | | account and | +| | | | | follow the | +| | | | | international | +| | | | | guided flow. | +| | | | | Business | +| | | | | customers can | +| | | | | purchase a | +| | | | | package by | +| | | | | calling | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS). | +| | | | | Suggest adding | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business or | +| | | | | AT&T Business | +| | | | | Passport to | +| | | | | cover usage on | +| | | | | land or in | +| | | | | port. | +| | | | | 1Packages are | +| | | | | not available | +| | | | | for | +| | | | | provisioning | +| | | | | via OPUS, | +| | | | | Premier, or the | +| | | | | IVR.2The myAT&T | +| | | | | international | +| | | | | guided flow is | +| | | | | frequently | +| | | | | updated; | +| | | | | screenshots may | +| | | | | not always | +| | | | | match the | +| | | | | actual | +| | | | | experience. | +| | | | | Additional Plan | +| | | | | Information | +| | | | | Cruise Packages | +| | | | | Details $60 | +| | | | | AT&T Cruise | +| | | | | Basic $100 | +| | | | | AT&T Cruise | +| | | | | Plus Price | +| | | | | $60 $100 | +| | | | | Eligible | +| | | | | Devices | +| | | | | Smartphones | +| | | | | only | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Minutes(Calls | +| | | | | made or | +| | | | | received while | +| | | | | international | +| | | | | roaming) | +| | | | | 100Overage: | +| | | | | $1/minute | +| | | | | Unlimited | +| | | | | Messages sent | +| | | | | (text, picture, | +| | | | | or video) while | +| | | | | international | +| | | | | roaming | +| | | | | (Domestic rates | +| | | | | apply to | +| | | | | messages | +| | | | | received) | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Cellular Data | +| | | | | (International | +| | | | | roaming) | +| | | | | 100MBOverage: | +| | | | | $10 per 100MB | +| | | | | 1GBOverage: $10 | +| | | | | per 100MB CRU | +| | | | | SOC IRCSPVMD | +| | | | | IRCSP1GB | +| | | | | FirstNet SOC | +| | | | | (Black SIM) | +| | | | | FNCSPVMD | +| | | | | FNCSP1GB | +| | | | | FirstNet AT&T | +| | | | | SOC(Orange SIM) | +| | | | | IRCSPVMD | +| | | | | IRCSP1GB Other | +| | | | | Details The | +| | | | | customer's | +| | | | | device is | +| | | | | registered on | +| | | | | the ship's | +| | | | | cellular | +| | | | | network when | +| | | | | Cellular at | +| | | | | Sea, 901-18 or | +| | | | | NOR-18 displays | +| | | | | on the device | +| | | | | in the upper- | +| | | | | left side of | +| | | | | the device's | +| | | | | screen. The | +| | | | | customer's | +| | | | | device switches | +| | | | | and registers | +| | | | | on a cellular | +| | | | | network from a | +| | | | | provider in the | +| | | | | country as the | +| | | | | ship approaches | +| | | | | land. When | +| | | | | ships are | +| | | | | docked or | +| | | | | tendered at a | +| | | | | U.S. port, | +| | | | | including | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands, and | +| | | | | the customer is | +| | | | | connected to a | +| | | | | land-based | +| | | | | cellular | +| | | | | carrier, usage | +| | | | | onboard the | +| | | | | ship is billed | +| | | | | at domestic | +| | | | | rates. The OTC | +| | | | | charge: | +| | | | | Bills only once | +| | | | | on the | +| | | | | package's | +| | | | | effective date, | +| | | | | even if the | +| | | | | package crosses | +| | | | | a bill cycle. | +| | | | | Does not pro- | +| | | | | rate. Will | +| | | | | bill once its | +| | | | | effective date | +| | | | | has passed. | +| | | | | Will not bill | +| | | | | if the package | +| | | | | is expired | +| | | | | before or on | +| | | | | its effective | +| | | | | date. Cruise | +| | | | | ships are not | +| | | | | included in | +| | | | | AT&T Business | +| | | | | Passport or | +| | | | | International | +| | | | | Day Pass for Bu | +| | | | | siness packages | +| | | | | . Billing | +| | | | | Priorities | +| | | | | International | +| | | | | usage is rated | +| | | | | in this billing | +| | | | | priority: 1st | +| | | | | - Domestic Rate | +| | | | | Plan, if it | +| | | | | includes | +| | | | | roaming | +| | | | | coverage in | +| | | | | international | +| | | | | countries | +| | | | | (example Mexico | +| | | | | and/or | +| | | | | Canada)2nd - | +| | | | | International | +| | | | | Day Pass3rd - | +| | | | | Passport4th - | +| | | | | AT&T Cruise | +| | | | | Ship Package5th | +| | | | | - Pay per use | +| | | | | Examples of how | +| | | | | rating occurs: | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that | +| | | | | includes Mexico | +| | | | | and Canada. | +| | | | | Extras on | +| | | | | customer's CT | +| | | | | Source: | +| | | | | Content: Stay | +| | | | | in touch while | +| | | | | on your cruise! | +| | | | | We have | +| | | | | packages on | +| | | | | over 175 cruise | +| | | | | ships with no | +| | | | | extra charge on | +| | | | | land, in | +| | | | | Mexico, Canada, | +| | | | | and select | +| | | | | Caribbean | +| | | | | islands. Set | +| | | | | Sail and Stay | +| | | | | Connected Stay | +| | | | | connected with | +| | | | | up to 1GB of | +| | | | | data, talk and | +| | | | | unlimited test | +| | | | | on over 175 | +| | | | | cruise ships | +| | | | | with AT&T | +| | | | | Cruise packages | +| | | | | . Effective | +| | | | | June 1, 2023, | +| | | | | AT&T Cruise | +| | | | | packages are | +| | | | | being updated | +| | | | | to create more | +| | | | | value for | +| | | | | customers:  | +| | | | | $100 Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Plus’ | +| | | | | and remains a | +| | | | | $100 One Time | +| | | | | Cost $50 | +| | | | | Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Basic’ | +| | | | | and is now a | +| | | | | $60 One Time | +| | | | | Cost | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Smartphones | +| | | | | only | +| | | | | Voice remains | +| | | | | Unlimited | +| | | | | Voice minutes | +| | | | | increase from | +| | | | | 50 minutes to | +| | | | | 100 minutes | +| | | | | Voice overages | +| | | | | reduced from | +| | | | | $2/min to | +| | | | | $1/min | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Data allowance | +| | | | | increases from | +| | | | | 200MB to 1GB | +| | | | | Data overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Data allowance | +| | | | | increases from | +| | | | | no data to | +| | | | | 100MB Data | +| | | | | overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Usage of Cruise | +| | | | | Package is | +| | | | | limited to | +| | | | | eligible Cruise | +| | | | | Ships only | +| | | | | starting | +| | | | | 6/1/23; IDP | +| | | | | will auto- | +| | | | | provision on | +| | | | | land-based | +| | | | | carriers for | +| | | | | eligible | +| | | | | customers. | +| | | | | Prior to | +| | | | | 6/1/23, Cruise | +| | | | | usage was | +| | | | | allowed in | +| | | | | Canada, Mexico | +| | | | | and some | +| | | | | Caribbean | +| | | | | Islands | +| | | | | For customers | +| | | | | that DO NOT | +| | | | | select a Cruise | +| | | | | Package or are | +| | | | | on a non- | +| | | | | eligible ship, | +| | | | | Pay-Per Use | +| | | | | Data remains @ | +| | | | | $2.05/MB for | +| | | | | data, $3/minute | +| | | | | for voice, | +| | | | | $0.50 per SMS & | +| | | | | $1.30 per MMS. | +| | | | | By increasing | +| | | | | the data | +| | | | | allowance in | +| | | | | both packages | +| | | | | and providing | +| | | | | greater value | +| | | | | in data | +| | | | | overages, | +| | | | | recommend a | +| | | | | Cruise package | +| | | | | for your | +| | | | | customers | +| | | | | compared to | +| | | | | Pay-Per-Use | +| | | | | rates! Start | +| | | | | the | +| | | | | conversation | +| | | | | Important | +| | | | | Questions for | +| | | | | the Customer ✔ | +| | | | | Which cruise | +| | | | | line will you | +| | | | | be sailing | +| | | | | on?(Confirm | +| | | | | cruise | +| | | | | line/ship is | +| | | | | listed on | +| | | | | Cruise Ships | +| | | | | Guide  and | +| | | | | record it in | +| | | | | notes.) ✔ How | +| | | | | long will you | +| | | | | be on your crui | +| | | | | se?(Recommend | +| | | | | the right | +| | | | | package(s) to | +| | | | | cover all | +| | | | | usage.) ✔ | +| | | | | Where is your | +| | | | | cruise taking | +| | | | | you?(Recommend | +| | | | | IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport for | +| | | | | when customer | +| | | | | is on shore. | +| | | | | AT&T Cruise | +| | | | | packages do not | +| | | | | cover usage in | +| | | | | port or on | +| | | | | land. ✔ Is | +| | | | | travel in | +| | | | | Mexico or | +| | | | | Canada included | +| | | | | in your | +| | | | | domestic rate | +| | | | | plan?(Rated as | +| | | | | domestic) ✔ | +| | | | | Will you be | +| | | | | using data | +| | | | | while you are | +| | | | | away?(If | +| | | | | estimated data | +| | | | | usage is | +| | | | | greater than | +| | | | | 200MBs, suggest | +| | | | | using IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport when | +| | | | | on the ship in | +| | | | | port or | +| | | | | onshore.) ✔ | +| | | | | Packages are | +| | | | | available on | +| | | | | over 175 cruise | +| | | | | ships. Choose | +| | | | | the cruise | +| | | | | package that's | +| | | | | right for you! | +| | | | | Auto expires in | +| | | | | 30 days! There | +| | | | | are two plans | +| | | | | to choose from, | +| | | | | depending on | +| | | | | your device | +| | | | | type: AT&T | +| | | | | Cruise Plus | +| | | | |  $100 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk | +| | | | | and Text*: | +| | | | | Unlimited  ✔ | +| | | | | Data: 1GB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance  ✔ | +| | | | | Available for | +| | | | | smartphones & t | +| | | | | ablets *Standar | +| | | | | d domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. AT&T | +| | | | | Cruise Basic | +| | | | |  $60 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk: | +| | | | | 100 minutes; | +| | | | | overage $1.00 | +| | | | | per minute  ✔ | +| | | | | Text*: | +| | | | | Unlimited ✔ | +| | | | | Data:  100MB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance ✔ | +| | | | | Available for | +| | | | | smartphones | +| | | | | only *Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. | +| | | | | Click here | +| | | | | (AT&T Data | +| | | | | Calculator - | +| | | | | Estimate Your | +| | | | | Internet Data | +| | | | | Usage | +| | | | | (att.com)) if | +| | | | | your customer | +| | | | | needs help | +| | | | | determining | +| | | | | their data | +| | | | | needs How do | +| | | | | you add a | +| | | | | cruise ship | +| | | | | package? AT&T | +| | | | | Cruise Ship | +| | | | | packages can be | +| | | | | purchased as of | +| | | | | February 20, | +| | | | | 2020 in these | +| | | | | sales channels: | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS) The | +| | | | | myAT&T secured | +| | | | | account What | +| | | | | if the Cruise | +| | | | | package doesn | +| | | | | Source: | +| | | | | Content: T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages. | +| | | | | Review Rates | +| | | | | and Coverage | +| | | | | Only offer | +| | | | | current | +| | | | | available | +| | | | | offers. | +| | | | | External Site | +| | | | | www.att.com/glo | +| | | | | bal 4 | +| | | | | Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T | +| | | | | World: www.att. | +| | | | | com/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Roaming | +| | | | | Refer to How to | +| | | | | Use Your Phone | +| | | | | Outside of the | +| | | | | U.S. - BCSS. | +| | | | | Calls placed or | +| | | | | received from | +| | | | | cruise ships | +| | | | | are not | +| | | | | discounted. | +| | | | | For rates and | +| | | | | details, see | +| | | | | AT&T Cruise | +| | | | | One-Time Charge | +| | | | | (OTC) | +| | | | | Packages.  | +| | | | | Provide the | +| | | | | external number | +| | | | | (+1.314.925.692 | +| | | | | 5) for troubles | +| | | | | hooting.  | +| | | | | This call is | +| | | | | free from the | +| | | | | customer's | +| | | | | wireless phone | +| | | | | while traveling | +| | | | | internationally | +| | | | | .  There is a | +| | | | | charge if the | +| | | | | call is from a | +| | | | | wired phone; | +| | | | | however, AT&T | +| | | | | obtains a | +| | | | | callback number | +| | | | | and calls the | +| | | | | customer back | +| | | | | to minimize | +| | | | | costs to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key.  | +| | | | | For BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | International | +| | | | | Traveling - | +| | | | | Passport or | +| | | | | Global | +| | | | | Messaging | +| | | | | features | +| | | | | Sending - | +| | | | | Messages are | +| | | | | unlimited and | +| | | | | do not draw | +| | | | | from a domestic | +| | | | | messaging plan: | +| | | | | ◦No matter | +| | | | | where you send | +| | | | | it (individual | +| | | | | to individual | +| | | | | only) | +| | | | | Example: While | +| | | | | in Italy, | +| | | | | sending a | +| | | | | message to | +| | | | | someone else in | +| | | | | Italy, or | +| | | | | someone back to | +| | | | | the U.S.  | +| | | | | Receiving - | +| | | | | Domestic | +| | | | | messaging rate | +| | | | | applies to | +| | | | | messages | +| | | | | received: | +| | | | | Messages can | +| | | | | come from any | +| | | | | international | +| | | | | location, or | +| | | | | from the U.S.  | +| | | | | Customers with | +| | | | | an unlimited | +| | | | | messaging | +| | | | | domestic plan, | +| | | | | such as Mobile | +| | | | | Share Advantage | +| | | | | plans, receive | +| | | | | unlimited | +| | | | | messaging while | +| | | | | traveling.  | +| | | | | Voicemail | +| | | | | Voicemail | +| | | | | Charges If | +| | | | | the device is | +| | | | | turned on and | +| | | | | registering on | +| | | | | a foreign | +| | | | | carrier's | +| | | | | GSM/GPRS/UMTS | +| | | | | network, | +| | | | | unanswered | +| | | | | calls that | +| | | | | route to the | +| | | | | AT&T voicemail | +| | | | | system are | +| | | | | charged as an | +| | | | | international | +| | | | | roaming | +| | | | | incoming call | +| | | | | to the device. | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming.  | +| | | | | Visual | +| | | | | Voicemail ( | +| | | | | Source: | +| | | | | Content: T | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | customer or | +| | | | | other qualified | +| | | | | customer with | +| | | | | Roam Latin | +| | | | | AmericaSM for | +| | | | | Business, usage | +| | | | | in the included | +| | | | | Latin American | +| | | | | countries will | +| | | | | not diminish | +| | | | | the Passport | +| | | | | data allowance | +| | | | | or bill | +| | | | | Passport | +| | | | | calling | +| | | | | charges. See at | +| | | | | t.com/latamcoun | +| | | | | tries for a | +| | | | | list of | +| | | | | included | +| | | | | countries. | +| | | | | AeroMobile® | +| | | | | cellular | +| | | | | network on | +| | | | | select | +| | | | | airlines: For a | +| | | | | list of | +| | | | | participating | +| | | | | airlines and | +| | | | | aircraft, go to | +| | | | | https://www.aer | +| | | | | omobile.net/air | +| | | | | lines/. | +| | | | |  Airlines and | +| | | | | aircraft are | +| | | | | subject to | +| | | | | change without | +| | | | | notice. | +| | | | | Passengers of | +| | | | | qualifying | +| | | | | airlines are | +| | | | | not guaranteed | +| | | | | to be on a | +| | | | | flight with | +| | | | | mobile coverage | +| | | | | on their | +| | | | | flights. Device | +| | | | | must be on, | +| | | | | with Airplane | +| | | | | Mode and Wi-Fi | +| | | | | turned off and | +| | | | | data roaming | +| | | | | and cellular | +| | | | | data turned on, | +| | | | | to use the | +| | | | | AeroMobile | +| | | | | network. | +| | | | | AeroMobile | +| | | | | service is | +| | | | | available only | +| | | | | at greater than | +| | | | | 200 nautical | +| | | | | miles outside | +| | | | | of the U.S. | +| | | | | border and | +| | | | | above 20,000 | +| | | | | feet cruising | +| | | | | altitude. In | +| | | | | the event of | +| | | | | satellite | +| | | | | interruption or | +| | | | | regulatory | +| | | | | constraint, | +| | | | | AeroMobile | +| | | | | services may be | +| | | | | disrupted or | +| | | | | disabled.Data: | +| | | | | Actual data | +| | | | | speeds vary by | +| | | | | device and | +| | | | | location. If | +| | | | | your domestic | +| | | | | plan includes | +| | | | | Video | +| | | | | Management, or | +| | | | | reduces video | +| | | | | streaming | +| | | | | speed, the same | +| | | | | will apply to | +| | | | | your Passport | +| | | | | package.  Data | +| | | | | overage: If you | +| | | | | use all your | +| | | | | Passport | +| | | | | package data, | +| | | | | we'll | +| | | | | automatically | +| | | | | add more data | +| | | | | in increments | +| | | | | of 1GB for | +| | | | | $30.00 each. | +| | | | | Monthly- | +| | | | | recurring | +| | | | | package data | +| | | | | allowance must | +| | | | | be used in bill | +| | | | | period provided | +| | | | | or will be | +| | | | | forfeited.Talk: | +| | | | | For phones | +| | | | | only. Per- | +| | | | | minute charge | +| | | | | applies to all | +| | | | | cellular calls | +| | | | | dialed and | +| | | | | accepted in | +| | | | | Passport | +| | | | | Destinations. | +| | | | | Wi-Fi Calling: | +| | | | | With Wi-Fi | +| | | | | Calling, you | +| | | | | can call back | +| | | | | to the U.S. at | +| | | | | no additional | +| | | | | charge. Calls | +| | | | | to other | +| | | | | destinations, | +| | | | | including the | +| | | | | Passport | +| | | | | Destination | +| | | | | you're in, are | +| | | | | billed at the | +| | | | | Passport per- | +| | | | | minute | +| | | | | rate.Unlimited | +| | | | | text: For | +| | | | | phones only. | +| | | | | Applies only to | +| | | | | AT&T Short | +| | | | | Messaging | +| | | | | Service (SMS) | +| | | | | and Multimedia | +| | | | | Messaging | +| | | | | Service (MMS) | +| | | | | and not to | +| | | | | other messaging | +| | | | | services or | +| | | | | applications | +| | | | | that use data, | +| | | | | such as | +| | | | | iMessage. | +| | | | | Unless you have | +| | | | | a domestic plan | +| | | | | that includes | +| | | | | unlimited text, | +| | | | | messages | +| | | | | received will | +| | | | | be charged at | +| | | | | your domestic | +| | | | | messaging rates | +| | | | | .International | +| | | | | Day Pass®: For | +| | | | | devices with an | +| | | | | active AT&T | +| | | | | Passport | +| | | | | package and | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for Business or | +| | | | | similar IDP | +| | | | | offer, IDP | +| | | | | charges will | +| | | | | apply in IDP | +| | | | | Destinations | +| | | | | and usage in | +| | | | | IDP | +| | | | | Destinations | +| | | | | will not | +| | | | | diminish the | +| | | | | Passport data | +| | | | | allowance or | +| | | | | bill Passport | +| | | | | calling | +| | | | | charges. If you | +| | | | | prefer to use | +| | | | | Passport in an | +| | | | | IDP | +| | | | | Destination, | +| | | | | you must remove | +| | | | | IDP.Cruise | +| | | | | Packages: For | +| | | | | devices with an | +| | | | | active AT&T | +| | | | | Passport and | +| | | | | AT&T Cruise | +| | | | | package, cruise | +| | | | | ship cellular | +| | | | | usage is rated | +| | | | | by the AT&T | +| | | | | Cruise package. | +| | | | |  Passport | +| | | | | charges will | +| | | | | apply to land | +| | | | | usage in AT&T | +| | | | | Cruise included | +| | | | | destinations.Pa | +| | | | | y-per-use | +| | | | | rates: Apply | +| | | | | when package | +| | | | | expires, when | +| | | | | traveling in | +| | | | | destinations | +| | | | | not included in | +| | | | | Passport and/or | +| | | | | when you have | +| | | | | not added a | +| | | | | package.Service | +| | | | | restrictions: | +| | | | | International | +| | | | | use aboard | +| | | | | cruise ships | +| | | | | and on airlines | +| | | | | /flights that | +| | | | | are not | +| | | | | AeroMobile- | +| | | | | enabled is not | +| | | | | included. Not | +| | | | | available for | +| | | | | wireless home | +| | | | | phone services, | +| | | | | connected | +| | | | | vehicles, or | +| | | | | connected | +| | | | | devices. Pay- | +| | | | | per-use | +| | | | | international | +| | | | | rates, found at | +| | | | | att.com/intlppu | +| | | | | rates, will | +| | | | | apply.General: | +| | | | | Subject to the | +| | | | | applicable | +| | | | | Business | +| | | | | Agreement. | +| | | | | Availability, | +| | | | | quality of | +| | | | | coverage, and | +| | | | | services while | +| | | | | roaming are not | +| | | | | guaranteed. | +| | | | | Additional | +| | | | | restrictions | +| | | | | may apply. | +| | | | | AT&T Passport | +| | | | | Pro | +| | | | | Expectations | +| | | | | Eligibility: | +| | | | | Available only | +| | | | | to business and | +| | | | | government | +| | | | | customers with | +| | | | | a qualified | +| | | | | wireless | +| | | | | service | +| | | | | agreement | +| | | | | (Business | +| | | | | Agreement). For | +| | | | | Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | lines of | +| | | | | service only. | +| | | | | Compatible | +| | | | | device with | +| | | | | domestic | +| | | | | postpaid | +| | | | | wireless | +| | | | | service require | +| | | | | d.Charges: | +| | | | | Monthly | +| | | | | recurring | +| | | | | charge applies | +| | | | | on a per device | +| | | | | basis. Package | +| | | | | will not be | +| | | | | prorated if | +| | | | | canceled on or | +| | | | | after the | +| | | | | effective date. | +| | | | | Package | +| | | | | canceled prior | +| | | | | to the | +| | | | | effective date | +| | | | | will not incur | +| | | | | the charge. | +| | | | | Requires a | +| | | | | 1-month minimum | +| | | | | term commitment | +| | | | | .Destinations: | +| | | | | Includes talk, | +| | | | | text, and data | +| | | | | coverage in | +| | | | | over 210 | +| | | | | destinations | +| | | | | listed at att.c | +| | | | | om/globalcountr | +| | | | | ies and on | +| | | | | select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights (each, | +| | | | | a Passport | +| | | | | Destination | +| | | | | and, | +| | | | | collectively, | +| | | | | the Passport | +| | | | | Destinations). | +| | | | | Coverage not | +| | | | | available in | +| | | | | all areas. | +| | | | | Passport | +| | | | | Destinations | +| | | | | and rates are | +| | | | | subject to | +| | | | | change without | +| | | | | notice. Mexico | +| | | | | & Canada: If | +| | | | | you have a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | plan usage in | +| | | | | Mexico or | +| | | | | Canada, usage | +| | | | | in these | +| | | | | countries will | +| | | | | not diminish | +| | | | | the Passport | +| | | | | Pro data or | +| | | | | talk allowance | +| | | | | or bill | +| | | | | Passport Pro | +| | | | | calling | +| | | | | charges. Latin | +| | | | | America:  If | +| | | | | you are an AT&T | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | customer or | +| | | | | other qualified | +| | | | | customer with | +| | | | | Roam Latin | +| | | | | AmericaSM for | +| | | | | Business, usage | +| | | | | in the included | +| | | | | Latin American | +| | | | | countries will | +| | | | | not diminish | +| | | | | the Passport | +| | | | | Pro data or | +| | | | | talk allowance | +| | | | | or bill | +| | | | | Passport Pro | +| | | | | calling | +| | | | | charges. See at | +| | | | | t.com/latamcoun | +| | | | | tries for a | +| | | | | list of | +| | | | | included | +| | | | | countries. | +| | | | | AeroMobile® | +| | | | | cellular | +| | | | | network on | +| | | | | select | +| | | | | airlines: For a | +| | | | | list of | +| | | | | participating | +| | | | | airlines and | +| | | | | aircraft, go to | +| | | | | https://www.aer | +| | | | | omobile.net/air | +| | | | | lines/. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 83 | [] | How does | Internationa | Content: N: | +| | | billing | l usage is | Customer has | +| | | occur if a | rated in the | usage on/in: | +| | | customer has | following | How the | +| | | Internationa | billing | customer's | +| | | l Day Pass | priority: | usage rated: | +| | | (IDP) or an | 1st - | Cruise package | +| | | Internationa | Domestic | Cruise ship | +| | | l Roaming | Rate Plan, | Mexico Canada | +| | | Passport | if it | A Caribbean | +| | | package with | includes | Island | +| | | talk, text, | roaming | Mexico and | +| | | and data | coverage in | Canada rated by | +| | | plus a | internationa | the domestic | +| | | Cruise | l countries | rate plan. | +| | | package? To | (example | Only Cruise | +| | | which | Mexico | ship usage is | +| | | package is | and/or | rated by the | +| | | the usage | Canada) 2nd | cruise ship | +| | | applied? | - Internatio | package. All | +| | | | nal Day Pass | other usage in | +| | | | 3rd - | IDP/Passport | +| | | | Passport 4th | destinations is | +| | | | - AT&T | rated by | +| | | | Cruise Ship | IDP/Passport if | +| | | | Package 5th | added, | +| | | | - Pay per | otherwise will | +| | | | use. | rate as pay- | +| | | | Therefore, | per-use. See | +| | | | if a | Cruise packages | +| | | | customer has | for additional | +| | | | both | support. | +| | | | IDP/Passport | Customer has a | +| | | | and a Cruise | domestic rate | +| | | | package, the | plan that does | +| | | | usage will | not include | +| | | | be applied | international | +| | | | to the | roaming. | +| | | | Cruise | Extras on | +| | | | package | customer's CTN: | +| | | | first, and | Customer has | +| | | | then to | usage on/in: | +| | | | IDP/Passport | How the | +| | | | if the usage | customer's | +| | | | exceeds the | usage rated: | +| | | | limits of | Cruise package | +| | | | the Cruise | Cruise ship | +| | | | package. | Mexico Canada | +| | | | (Source: | A Caribbean | +| | | | Content) | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: | +| | | | | Staying | +| | | | | Connected while | +| | | | | abroad is | +| | | | | simpler than | +| | | | | ever! Eligible | +| | | | | Business and | +| | | | | Government | +| | | | | customers now | +| | | | | have 2 daily | +| | | | | fee roaming | +| | | | | packages to | +| | | | | choose from - | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business (IDP) | +| | | | | or | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business – | +| | | | | Multiline | +| | | | | (IDPBM)! Heads | +| | | | | up: For | +| | | | | FirstNet | +| | | | | accounts see | +| | | | | FirstNet | +| | | | | International | +| | | | | Roaming | +| | | | | Packages. | +| | | | | Eligibility | | +| | | | | Coverage | | +| | | | | Additional | +| | | | | Offer Details | | +| | | | | Comparison | +| | | | | Chart | | +| | | | | Selling Tips | | +| | | | | Expectations | | +| | | | | FAQ What's New | +| | | | | Effective | +| | | | | November 1, | +| | | | | 2022: Lebanon | +| | | | | is no longer | +| | | | | included in IDP | +| | | | | and cellular | +| | | | | data service is | +| | | | | no longer | +| | | | | available | +| | | | | there.  Voice | +| | | | | and texting | +| | | | | will be | +| | | | | available at | +| | | | | Pay-Per-Use | +| | | | | rates only. | +| | | | | Select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights will be | +| | | | | included in IDP | +| | | | | Beginning July | +| | | | | 20, 2022, we | +| | | | | will begin to | +| | | | | auto-provision | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for CRU | +| | | | | customers | +| | | | | roaming with a | +| | | | | tablet/Mi- | +| | | | | Fi/connected | +| | | | | laptop when: | +| | | | | The device has | +| | | | | no | +| | | | | international | +| | | | | roaming feature | +| | | | | and Has used | +| | | | | 5MB+ of | +| | | | | international | +| | | | | roaming data at | +| | | | | pay-per-use | +| | | | | rates. The | +| | | | | AOP/Day to Day | +| | | | | will receive an | +| | | | | email giving | +| | | | | the customer | +| | | | | the option to | +| | | | | keep the | +| | | | | feature or to | +| | | | | opt out.On | +| | | | | August 18, | +| | | | | 2021, we began | +| | | | | to auto- | +| | | | | provision IDP | +| | | | | for CRU | +| | | | | customers that | +| | | | | were: | +| | | | | Traveling | +| | | | | internationally | +| | | | | with a | +| | | | | smartphone | +| | | | | without an | +| | | | | international | +| | | | | roaming feature | +| | | | | and Have used | +| | | | | 5MB+ of | +| | | | | international | +| | | | | roaming data at | +| | | | | pay-per-use | +| | | | | rates. The | +| | | | | customers | +| | | | | receive an SMS | +| | | | | message and the | +| | | | | AOP/Day to Day | +| | | | | receives an | +| | | | | email giving | +| | | | | them the option | +| | | | | to keep the | +| | | | | feature or to | +| | | | | opt out.Note: | +| | | | | The following | +| | | | | are excluded | +| | | | | from auto- | +| | | | | provisioning: | +| | | | | CRU and | +| | | | | FirstNet Agency | +| | | | | Paid accounts | +| | | | | that FAN has a | +| | | | | restriction | +| | | | | from Reply to | +| | | | | Buy is set to | +| | | | | "Not Allowed" | +| | | | | in ROME | +| | | | | Government | +| | | | | contract | +| | | | | agreement types | +| | | | | in ROME:  CFSS | +| | | | | PA, GSA1, GSA3, | +| | | | | GOV PA, WSCA, | +| | | | | GSA, GSA2, GOV, | +| | | | | or CFSS | +| | | | | Important note: | +| | | | | Even with the | +| | | | | auto-provision | +| | | | | functionality | +| | | | | it is still | +| | | | | recommended | +| | | | | that business | +| | | | | customers | +| | | | | select their | +| | | | | own | +| | | | | international | +| | | | | roaming offer | +| | | | | (IDPB or | +| | | | | Business | +| | | | | Passport) | +| | | | | before | +| | | | | traveling | +| | | | | abroad.  Auto- | +| | | | | provision | +| | | | | solution is not | +| | | | | 100% | +| | | | | guaranteed. | +| | | | | ​​​​​​​ | +| | | | | Subscriber | +| | | | | Category | +| | | | | Device SOC | +| | | | | Auto- | +| | | | | Provisioned | +| | | | | after 5MB of | +| | | | | PPU use abroad | +| | | | | OPT-OUT via SMS | +| | | | | (short-code) | +| | | | | Email | +| | | | | notification | +| | | | | with option to | +| | | | | OPT-OUT OPT | +| | | | | OUT SOC CRU | +| | | | | Phone ZIRRLHDF | +| | | | | SMS | +| | | | | confirmation | +| | | | | Only Yes-Day | +| | | | | to Day Contact | +| | | | | IRCRNOAUT CRU | +| | | | | Tablet/MiFi/Lap | +| | | | | top ZIRRLHDF | +| | | | | n/a Yes- Day | +| | | | | to Day Contact | +| | | | | IRCRNOAUT | +| | | | | Here's What's | +| | | | | Included | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business (IDP) | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business – | +| | | | | Multiline | +| | | | | (IDPBM) $10 | +| | | | | daily fee for | +| | | | | each 24-hour | +| | | | | period. Fee | +| | | | | applies to each | +| | | | | line on the | +| | | | | billing account | +| | | | | that uses IDP. | +| | | | | Available with | +| | | | | any domestic | +| | | | | plan. Daily | +| | | | | fee for each | +| | | | | 24-hour period: | +| | | | | 1 line: $10 | +| | | | | 2-5 lines: 1 | +| | | | | line @ $10 1-4 | +| | | | | lines @ $5 each | +| | | | | 6 or more | +| | | | | lines: 4 | +| | | | | lines @ $5 each | +| | | | | 2 or more lines | +| | | | | @ 10 each | +| | | | | Fee applies to | +| | | | | each line on | +| | | | | the billing | +| | | | | account that | +| | | | | uses IDPBM. | +| | | | | Requires a | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan. One Low | +| | | | | Fee Per Day | +| | | | | Pay a daily fee | +| | | | | for each | +| | | | | 24-hour period | +| | | | | that the | +| | | | | customer talks, | +| | | | | texts, or uses | +| | | | | data within an | +| | | | | included | +| | | | | country. Text | +| | | | | messages | +| | | | | received are | +| | | | | rated as | +| | | | | domestic and do | +| | | | | not trigger a | +| | | | | daily fee. | +| | | | | Data Access | +| | | | | Data is drawn | +| | | | | from eligible | +| | | | | plan with same | +| | | | | data and speed | +| | | | | restrictions. | +| | | | | If domestic | +| | | | | plan includes | +| | | | | Video | +| | | | | Management, it | +| | | | | applies to the | +| | | | | international | +| | | | | package or | +| | | | | feature. If | +| | | | | IDP customer | +| | | | | exceeds the | +| | | | | amount of data | +| | | | | in the domestic | +| | | | | plan, overage | +| | | | | charges or data | +| | | | | speed reduction | +| | | | | up to 128Kbps | +| | | | | applies per | +| | | | | domestic plan.* | +| | | | | For Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan only: | +| | | | | After 50GB, | +| | | | | AT&T may | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy.* *If | +| | | | | data speed is | +| | | | | slowed, all | +| | | | | data use, | +| | | | | including audio | +| | | | | and video | +| | | | | streaming, | +| | | | | picture and | +| | | | | video | +| | | | | messaging, and | +| | | | | other types of | +| | | | | data may not | +| | | | | work. | +| | | | | Unlimited Calls | +| | | | | to the U.S. | +| | | | | Includes | +| | | | | cellular calls | +| | | | | from ID Source: | +| | | | | Content: , they | +| | | | | may prefer to | +| | | | | select AT&T | +| | | | | Passport Pro. | +| | | | | Customers are | +| | | | | still able to | +| | | | | change back and | +| | | | | forth between | +| | | | | IDPIDP or IDPBM | +| | | | | on the one hand | +| | | | | and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pros on the | +| | | | | other hand, | +| | | | | depending on | +| | | | | their travel | +| | | | | needs. If a | +| | | | | customer | +| | | | | already has | +| | | | | both an IDP (or | +| | | | | IDPBM) feature | +| | | | | and a Passport | +| | | | | (or Passport | +| | | | | Pro) feature on | +| | | | | a their line as | +| | | | | of 7/15, the | +| | | | | customer should | +| | | | | remove either | +| | | | | the IDP (or | +| | | | | IDPBM) feature | +| | | | | or the Passport | +| | | | | (or Passport | +| | | | | Pro) feature to | +| | | | | avoid incurring | +| | | | | charges from | +| | | | | both features | +| | | | | when they | +| | | | | travel. If | +| | | | | the customer | +| | | | | chooses to have | +| | | | | its Passport or | +| | | | | Passport Pro | +| | | | | feature | +| | | | | removed, | +| | | | | remember to | +| | | | | backdate the | +| | | | | removal to the | +| | | | | original start | +| | | | | date for One- | +| | | | | Time Charge | +| | | | | Passport or to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle for | +| | | | | Recurring | +| | | | | Passport or | +| | | | | Passport Pro. | +| | | | | If the customer | +| | | | | has already | +| | | | | been billed for | +| | | | | both IDP (or | +| | | | | IDPBM) and | +| | | | | Passport (or | +| | | | | Passport Pro), | +| | | | | a credit can be | +| | | | | issued for the | +| | | | | feature being | +| | | | | removed, | +| | | | | following your | +| | | | | channel | +| | | | | policies. | +| | | | | International | +| | | | | Roaming Offer | +| | | | | Matrix | +| | | | | Destination | +| | | | | Lead Offer | +| | | | | Fall Back Offer | +| | | | | Other Options | +| | | | | Mexico & Canada | +| | | | | AT&T Business | +| | | | | Unlimited Plans | +| | | | | (Elite, | +| | | | | Performance, | +| | | | | Starter, Web- | +| | | | | Only) Take | +| | | | | the U.S. plan | +| | | | | to Mexico and | +| | | | | Canada at no | +| | | | | additional | +| | | | | cost. IDP* or | +| | | | | IDPBM** Use | +| | | | | the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | Rest of World | +| | | | | IDP* or IDPBM** | +| | | | | Use the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | N/A Effective | +| | | | | 7/15/20, IDP's | +| | | | | roam zone | +| | | | | increased to | +| | | | | 210+ countries | +| | | | | and matches | +| | | | | IDPBM, Passport | +| | | | | and Passport | +| | | | | Pro. Customers | +| | | | | adding packages | +| | | | | beginning on | +| | | | | that date are | +| | | | | restricted from | +| | | | | having both an | +| | | | | IDP or IDPBM | +| | | | | package AND a | +| | | | | Passport or | +| | | | | Passport Pro | +| | | | | package. | +| | | | | Customers who | +| | | | | have both | +| | | | | before 7/15/20 | +| | | | | are expected to | +| | | | | decide which | +| | | | | package they | +| | | | | want to keep | +| | | | | (in order to | +| | | | | avoid being | +| | | | | charged under | +| | | | | both). ** | +| | | | | IDPBM is only | +| | | | | available for | +| | | | | CRU lines on | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plans and | +| | | | | should always | +| | | | | be the choice | +| | | | | for customers | +| | | | | with such | +| | | | | plans. Mexico | +| | | | | Domestic rate | +| | | | | plans that | +| | | | | include travel | +| | | | | in Mexico with | +| | | | | no roaming | +| | | | | charges take | +| | | | | priority over | +| | | | | IDPIDP and | +| | | | | IDPBM for usage | +| | | | | in Mexico, so | +| | | | | no daily fee is | +| | | | | charged while | +| | | | | in Mexico. | +| | | | | Mexico roaming | +| | | | | bonus is not | +| | | | | compatible with | +| | | | | IDPIDP or | +| | | | | IDPBM. | +| | | | | Starting in | +| | | | | mid-October | +| | | | | 2022 & ending | +| | | | | November 1, | +| | | | | 2022, IDP | +| | | | | customers in | +| | | | | Lebanon will be | +| | | | | notified via | +| | | | | text that | +| | | | | Lebanon will no | +| | | | | longer be | +| | | | | included in IDP | +| | | | | and data | +| | | | | service will no | +| | | | | longer be | +| | | | | available in | +| | | | | Lebanon as of | +| | | | | November 1st. | +| | | | | Starting | +| | | | | November 1, | +| | | | | Pay-Per-Use | +| | | | | rates | +| | | | | (hyperlink to | +| | | | | PPU CCKM | +| | | | | article) for | +| | | | | voice and | +| | | | | messaging will | +| | | | | apply in | +| | | | | Lebanon.  Data | +| | | | | usage will not | +| | | | | be available. | +| | | | | Eligible Airlin | +| | | | | es/flights: Vis | +| | | | | it https://www. | +| | | | | aeromobile.net/ | +| | | | | airlines/ | +| | | | | Provisioning | +| | | | | AT&T will not | +| | | | | automatically | +| | | | | enroll most | +| | | | | customers in | +| | | | | IDP when on an | +| | | | | eligible | +| | | | | AeroMobile | +| | | | | enabled | +| | | | | international | +| | | | | flight, the | +| | | | | customer should | +| | | | | add it prior to | +| | | | | takeoff Cost | +| | | | | (same as IDP | +| | | | | destinations) | +| | | | | IDP - $10 a day | +| | | | | for each line | +| | | | | on the account  | +| | | | | IDPM - $10 a | +| | | | | day for at | +| | | | | least 1 line on | +| | | | | the account; $5 | +| | | | | a day for up to | +| | | | | 4 other lines | +| | | | | on the account | +| | | | | when charged a | +| | | | | daily fee on | +| | | | | the same | +| | | | | calendar date.  | +| | | | | If the customer | +| | | | | lands in an | +| | | | | included IDP | +| | | | | destination, | +| | | | | the 24-hour | +| | | | | usage period | +| | | | | continues, and | +| | | | | no additional | +| | | | | daily fees are | +| | | | | charged until | +| | | | | the 24-hour | +| | | | | usage period is | +| | | | | over. Find out | +| | | | | more on How it | +| | | | | Works Selling | +| | | | | Tips ✓ Simple | +| | | | | - One-time | +| | | | | enrollment | +| | | | | process with no | +| | | | | monthly charge. | +| | | | | Pay a daily fee | +| | | | | instead. ✓ | +| | | | | Flexible - | +| | | | | Daily fee per | +| | | | | device is only | +| | | | | charged when | +| | | | | there is usage | +| | | | | in an included | +| | | | | country. ✓ | +| | | | | Domestic Data, | +| | | | | Talk & Text - | +| | | | | Customers use | +| | | | | their domestic | +| | | | | data plan | +| | | | | internationally | +| | | | | without paying | +| | | | | additional data | +| | | | | roaming fees. | +| | | | | (Non-unlimited | +| | | | | plans may | +| | | | | result in | +| | | | | domestic | +| | | | | overage | +| | | | | charges.) ✓ | +| | | | | Comprehensive - | +| | | | | Customers can | +| | | | | relax, we've | +| | | | | got them | +| | | | | covered! IDP | +| | | | | and IDPBM are | +| | | | | now available | +| | | | | in over 210 | +| | | | | countries. Set | +| | | | | Expectations | +| | | | | IDPBM rate plan | +| | | | | requirements: | +| | | | | Source: | +| | | | | Content: 't | +| | | | | cover the | +| | | | | customer's | +| | | | | cruise? If | +| | | | | your Cruise | +| | | | | doesn't qualify | +| | | | | for a Cruise | +| | | | | package No | +| | | | | problem! Your | +| | | | | device | +| | | | | may still work, | +| | | | | but your usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates. Talk | +| | | | | for $3.00 | +| | | | | Text: | +| | | | | $0.50/message, | +| | | | | $1.30/picture | +| | | | | or video | +| | | | | message Data: | +| | | | | $2.05/MB | +| | | | | ($.002/KB)** | +| | | | | Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and | +| | | | | video messages | +| | | | | received.**Usag | +| | | | | e is calculated | +| | | | | in full | +| | | | | kilobyte | +| | | | | increments | +| | | | | ($0.002/KB) and | +| | | | | rounded up to | +| | | | | the next full- | +| | | | | kilobyte | +| | | | | increment. | +| | | | | Details | +| | | | | Eligibility | +| | | | | Requirements & | +| | | | | Restrictions ✔ | +| | | | | Must meet | +| | | | | international | +| | | | | eligibility | +| | | | | requirements. | +| | | | | ✔ Available to | +| | | | | Consumer/IRU/CR | +| | | | | U, FirstNet and | +| | | | | AT&T Signature | +| | | | | Program (SIG) | +| | | | | customers. ✔ | +| | | | | Work with any | +| | | | | domestic rate | +| | | | | plan. ✔ | +| | | | | Required per | +| | | | | CTN. ✔ | +| | | | | Available | +| | | | | for smartphone | +| | | | | and for tablets | +| | | | |  (wearables and | +| | | | | connected car | +| | | | | are excluded). | +| | | | | ✔ Private | +| | | | | yachts, river | +| | | | | cruises, and | +| | | | | ferries do not | +| | | | | qualify for | +| | | | | Cruise OTC | +| | | | | packages. ✔ | +| | | | | Usage is | +| | | | | discounted by | +| | | | | package on over | +| | | | | 175 cruise | +| | | | | ships. ✔ Usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates on other | +| | | | | cruise ships. | +| | | | | Selling Tips | +| | | | | Help Consumer | +| | | | | customers | +| | | | | purchase a | +| | | | | package1 in 3 | +| | | | | different ways: | +| | | | | Direct the | +| | | | | customer to | +| | | | | their myAT&T | +| | | | | account and | +| | | | | follow the | +| | | | | international | +| | | | | guided flow. | +| | | | | Business | +| | | | | customers can | +| | | | | purchase a | +| | | | | package by | +| | | | | calling | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS). | +| | | | | Suggest adding | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business or | +| | | | | AT&T Business | +| | | | | Passport to | +| | | | | cover usage on | +| | | | | land or in | +| | | | | port. | +| | | | | 1Packages are | +| | | | | not available | +| | | | | for | +| | | | | provisioning | +| | | | | via OPUS, | +| | | | | Premier, or the | +| | | | | IVR.2The myAT&T | +| | | | | international | +| | | | | guided flow is | +| | | | | frequently | +| | | | | updated; | +| | | | | screenshots may | +| | | | | not always | +| | | | | match the | +| | | | | actual | +| | | | | experience. | +| | | | | Additional Plan | +| | | | | Information | +| | | | | Cruise Packages | +| | | | | Details $60 | +| | | | | AT&T Cruise | +| | | | | Basic $100 | +| | | | | AT&T Cruise | +| | | | | Plus Price | +| | | | | $60 $100 | +| | | | | Eligible | +| | | | | Devices | +| | | | | Smartphones | +| | | | | only | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Minutes(Calls | +| | | | | made or | +| | | | | received while | +| | | | | international | +| | | | | roaming) | +| | | | | 100Overage: | +| | | | | $1/minute | +| | | | | Unlimited | +| | | | | Messages sent | +| | | | | (text, picture, | +| | | | | or video) while | +| | | | | international | +| | | | | roaming | +| | | | | (Domestic rates | +| | | | | apply to | +| | | | | messages | +| | | | | received) | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Cellular Data | +| | | | | (International | +| | | | | roaming) | +| | | | | 100MBOverage: | +| | | | | $10 per 100MB | +| | | | | 1GBOverage: $10 | +| | | | | per 100MB CRU | +| | | | | SOC IRCSPVMD | +| | | | | IRCSP1GB | +| | | | | FirstNet SOC | +| | | | | (Black SIM) | +| | | | | FNCSPVMD | +| | | | | FNCSP1GB | +| | | | | FirstNet AT&T | +| | | | | SOC(Orange SIM) | +| | | | | IRCSPVMD | +| | | | | IRCSP1GB Other | +| | | | | Details The | +| | | | | customer's | +| | | | | device is | +| | | | | registered on | +| | | | | the ship's | +| | | | | cellular | +| | | | | network when | +| | | | | Cellular at | +| | | | | Sea, 901-18 or | +| | | | | NOR-18 displays | +| | | | | on the device | +| | | | | in the upper- | +| | | | | left side of | +| | | | | the device's | +| | | | | screen. The | +| | | | | customer's | +| | | | | device switches | +| | | | | and registers | +| | | | | on a cellular | +| | | | | network from a | +| | | | | provider in the | +| | | | | country as the | +| | | | | ship approaches | +| | | | | land. When | +| | | | | ships are | +| | | | | docked or | +| | | | | tendered at a | +| | | | | U.S. port, | +| | | | | including | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands, and | +| | | | | the customer is | +| | | | | connected to a | +| | | | | land-based | +| | | | | cellular | +| | | | | carrier, usage | +| | | | | onboard the | +| | | | | ship is billed | +| | | | | at domestic | +| | | | | rates. The OTC | +| | | | | charge: | +| | | | | Bills only once | +| | | | | on the | +| | | | | package's | +| | | | | effective date, | +| | | | | even if the | +| | | | | package crosses | +| | | | | a bill cycle. | +| | | | | Does not pro- | +| | | | | rate. Will | +| | | | | bill once its | +| | | | | effective date | +| | | | | has passed. | +| | | | | Will not bill | +| | | | | if the package | +| | | | | is expired | +| | | | | before or on | +| | | | | its effective | +| | | | | date. Cruise | +| | | | | ships are not | +| | | | | included in | +| | | | | AT&T Business | +| | | | | Passport or | +| | | | | International | +| | | | | Day Pass for Bu | +| | | | | siness packages | +| | | | | . Billing | +| | | | | Priorities | +| | | | | International | +| | | | | usage is rated | +| | | | | in this billing | +| | | | | priority: 1st | +| | | | | - Domestic Rate | +| | | | | Plan, if it | +| | | | | includes | +| | | | | roaming | +| | | | | coverage in | +| | | | | international | +| | | | | countries | +| | | | | (example Mexico | +| | | | | and/or | +| | | | | Canada)2nd - | +| | | | | International | +| | | | | Day Pass3rd - | +| | | | | Passport4th - | +| | | | | AT&T Cruise | +| | | | | Ship Package5th | +| | | | | - Pay per use | +| | | | | Examples of how | +| | | | | rating occurs: | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that | +| | | | | includes Mexico | +| | | | | and Canada. | +| | | | | Extras on | +| | | | | customer's CT | +| | | | | Source: | +| | | | | Content: | +| | | | | P/IDPBM | +| | | | | countries to | +| | | | | the U.S. and | +| | | | | other IDP/IDPBM | +| | | | | countries. | +| | | | | Calls from | +| | | | | IDP/IDPBM | +| | | | | countries to | +| | | | | non-IDP/IDPBM | +| | | | | countries incur | +| | | | | ILD charges. | +| | | | | For IDP | +| | | | | customers on | +| | | | | non-unlimited | +| | | | | domestic plans, | +| | | | | minutes are | +| | | | | drawn from the | +| | | | | domestic voice | +| | | | | plan allowance | +| | | | | and overage | +| | | | | charges may | +| | | | | apply. Pay- | +| | | | | per-use rates | +| | | | | apply unless a | +| | | | | domestic plan | +| | | | | includes these | +| | | | | countries or an | +| | | | | ILD package is | +| | | | | added. For | +| | | | | details, see at | +| | | | | t.com/worldconn | +| | | | | ect. Available | +| | | | | on phones only. | +| | | | | Unlimited Text | +| | | | | to the World | +| | | | | Applies only to | +| | | | | AT&T Short | +| | | | | Messaging | +| | | | | Service (SMS) | +| | | | | and Multimedia | +| | | | | Messaging | +| | | | | Service (MMS) | +| | | | | and not to | +| | | | | other messaging | +| | | | | services or | +| | | | | applications | +| | | | | like iMessage. | +| | | | | For IDP | +| | | | | customers on | +| | | | | non-unlimited | +| | | | | domestic plans, | +| | | | | messages are | +| | | | | drawn from the | +| | | | | domestic plan's | +| | | | | messaging | +| | | | | allowance and | +| | | | | overage charges | +| | | | | may apply. | +| | | | | Available on | +| | | | | phones only. | +| | | | | Eligibility | +| | | | | IDP and IDPBM | +| | | | | are available | +| | | | | only to | +| | | | | Business and | +| | | | | Government | +| | | | | customers and | +| | | | | only for | +| | | | | Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | lines of | +| | | | | service with a | +| | | | | compatible | +| | | | | device. | +| | | | | However: IDP | +| | | | | can be added to | +| | | | | a CRUs line on | +| | | | | a variety of | +| | | | | domestic | +| | | | | postpaid plans | +| | | | | including | +| | | | | Mobile Select – | +| | | | | Pooled, Mobile | +| | | | | Share Plus for | +| | | | | Business, | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | /Performance/St | +| | | | | arter/Web-Only, | +| | | | | and various | +| | | | | legacy plans. | +| | | | | IDPBM can only | +| | | | | be added to a | +| | | | | CRU line on a | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan. IDP and | +| | | | | IDPBM are not | +| | | | | compatible with | +| | | | | International | +| | | | | Call Restrict | +| | | | | (ZZNOILD2). | +| | | | | While ZZNOILD2 | +| | | | | is used to | +| | | | | restrict | +| | | | | international | +| | | | | long distance, | +| | | | | this same ILD | +| | | | | functionality | +| | | | | is needed to | +| | | | | connect voice | +| | | | | between | +| | | | | countries when | +| | | | | user is roaming | +| | | | | abroad. | +| | | | | Coverage Both | +| | | | | features | +| | | | | require one fee | +| | | | | per day per | +| | | | | device for use | +| | | | | in 210+ | +| | | | | countries. See | +| | | | | att.com/globalc | +| | | | | ountries. Only | +| | | | | 1 daily fee is | +| | | | | charged per | +| | | | | device, even | +| | | | | when the | +| | | | | customer | +| | | | | travels to | +| | | | | multiple | +| | | | | included | +| | | | | countries in | +| | | | | the same day. | +| | | | | IDP and IDPBM | +| | | | | do not include | +| | | | | usage on cruise | +| | | | | ships or airlin | +| | | | | es/flights that | +| | | | | are not AeroMob | +| | | | | ile® enabled. | +| | | | | Additional IDP | +| | | | | & IDPBM Offer | +| | | | | Details Adding | +| | | | | to a Device | +| | | | | Once a customer | +| | | | | adds this | +| | | | | option to a | +| | | | | qualifying CRU | +| | | | | device with a | +| | | | | qualifying rate | +| | | | | plan, IDP and | +| | | | | IDPBM stays on | +| | | | | the customer's | +| | | | | lines until | +| | | | | they remove it | +| | | | | online | +| | | | | (att.com/myatt | +| | | | | or att.com/prem | +| | | | | ier), by | +| | | | | calling | +| | | | | 800.331.0500, | +| | | | | or by | +| | | | | contacting | +| | | | | their AT&T | +| | | | | account | +| | | | | representative. | +| | | | | IDP and IDPBM | +| | | | | can be added on | +| | | | | smartphones, | +| | | | | feature phones, | +| | | | | tablets, MiFi, | +| | | | | and all other | +| | | | | device types | +| | | | | except the | +| | | | | following: | +| | | | | AT&T Wireless | +| | | | | Internet | +| | | | | Connected Cars | +| | | | | Digital cameras | +| | | | | E-readers SONY | +| | | | | Playstation | +| | | | | Tablets on | +| | | | | stand-alone LTE | +| | | | | tablet plans. | +| | | | | Wireless Home | +| | | | | Phone (WHP) | +| | | | | Any brand of | +| | | | | wearable | +| | | | | device. | +| | | | | Incidental Data | +| | | | | Usage Apps on | +| | | | | a device use | +| | | | | data even when | +| | | | | the customer | +| | | | | may not be | +| | | | | aware. Such | +| | | | | usage may | +| | | | | trigger up to | +| | | | | $10 daily fee. | +| | | | | To avoid | +| | | | | unintended use | +| | | | | of IDP or | +| | | | | IDPBM, | +| | | | | customers | +| | | | | should turn off | +| | | | | cellular data | +| | | | | roaming in | +| | | | | their device | +| | | | | settings. Pay- | +| | | | | Per-Use Rates | +| | | | | Apply when | +| | | | | traveling in | +| | | | | non-IDP/IDPBM | +| | | | | countries | +| | | | | and/or when no | +| | | | | package is | +| | | | | added. General | +| | | | | Subject to the | +| | | | | Business or | +| | | | | Government | +| | | | | customer's | +| | | | | applicable | +| | | | | wireless | +| | | | | service | +| | | | | agreement. | +| | | | | Availability, | +| | | | | quality of | +| | | | | coverage, and | +| | | | | services while | +| | | | | roaming are not | +| | | | | guaranteed. | +| | | | | Additional | +| | | | | restrictions | +| | | | | may apply. | +| | | | | Comparison | +| | | | | Chart / Rating | +| | | | | Priorities | +| | | | | Canada Roam | +| | | | | North America | +| | | | | and domestic | +| | | | | rate plans that | +| | | | | include Canada | +| | | | | take priority | +| | | | | over IDPIDP and | +| | | | | IDPBM. | +| | | | | Customers are | +| | | | | not charged a | +| | | | | daily fee while | +| | | | | in Canada. | +| | | | | Canada Roaming | +| | | | | Bonus Save | +| | | | | offer is not | +| | | | | compatible with | +| | | | | IDP. IDP/IDPBM | +| | | | | and AT&T | +| | | | | Passport/AT&T | +| | | | | Passport Pro | +| | | | | As of July 15, | +| | | | | 2020, IDP and | +| | | | | IDPBM has | +| | | | | expanded to | +| | | | | cover 210+ | +| | | | | countries, the | +| | | | | same countries | +| | | | | country | +| | | | | coverage as | +| | | | | AT&T Passport | +| | | | | and AT&T | +| | | | | Passport Pros. | +| | | | | From such date | +| | | | | forward, | +| | | | | customers are | +| | | | | no longer | +| | | | | allowed to have | +| | | | | both IDP or | +| | | | | IDPBM and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pro at the same | +| | | | | time. They must | +| | | | | choose one or | +| | | | | the other. | +| | | | | If a customer | +| | | | | prefers to pay | +| | | | | a daily fee to | +| | | | | use their phone | +| | | | | like they do at | +| | | | | home, they | +| | | | | should select | +| | | | | IDP or IDPBM. | +| | | | | If a customer | +| | | | | is taking a | +| | | | | longer trip, | +| | | | | can limit their | +| | | | | data usage, and | +| | | | | doesn't mind | +| | | | | paying a per | +| | | | | minute rate for | +| | | | | talk, they may | +| | | | | prefer to | +| | | | | select AT&T | +| | | | | Passports. If | +| | | | | they need more | +| | | | | data and/or a | +| | | | | bucket of | +| | | | | minutes Source: | ++----+--------------+----------------+----------------+-------------------+ +| 84 | [] | If a | If the | Content: N: | +| | | customer is | customer has | Customer has | +| | | cruising to | a domestic | usage on/in: | +| | | Canada | rate plan | How the | +| | | (Alaska | that | customer's | +| | | cruises may | includes | usage rated: | +| | | stop in | Canada or | Cruise package | +| | | Canada) or | Mexico, they | Cruise ship | +| | | Mexico on a | will not be | Mexico Canada | +| | | qualifying | charged a | A Caribbean | +| | | ship, and | daily fee | Island | +| | | needs more | while in | Mexico and | +| | | calling | those | Canada rated by | +| | | minutes, | countries, | the domestic | +| | | would it be | so there | rate plan. | +| | | beneficial | would be no | Only Cruise | +| | | for them to | need to add | ship usage is | +| | | add Internat | IDP or the C | rated by the | +| | | ional Day | anada/Mexico | cruise ship | +| | | Pass (IDP) | Travel | package. All | +| | | or the Canad | Minutes | other usage in | +| | | a/Mexico | package. | IDP/Passport | +| | | Travel | However, if | destinations is | +| | | Minutes | the | rated by | +| | | package in | customer's | IDP/Passport if | +| | | addition to | domestic | added, | +| | | their AT&T | plan does | otherwise will | +| | | Cruise Ship | not include | rate as pay- | +| | | calling | Canada or | per-use. See | +| | | package? | Mexico, they | Cruise packages | +| | | | may benefit | for additional | +| | | | from adding | support. | +| | | | IDP or the C | Customer has a | +| | | | anada/Mexico | domestic rate | +| | | | Travel | plan that does | +| | | | Minutes | not include | +| | | | package in | international | +| | | | addition to | roaming. | +| | | | their AT&T | Extras on | +| | | | Cruise Ship | customer's CTN: | +| | | | calling | Customer has | +| | | | package. It | usage on/in: | +| | | | would depend | How the | +| | | | on their | customer's | +| | | | specific | usage rated: | +| | | | usage needs | Cruise package | +| | | | and whether | Cruise ship | +| | | | they prefer | Mexico Canada | +| | | | a daily fee | A Caribbean | +| | | | or a package | Island | +| | | | with a set | Cruise | +| | | | number of | ship usage is | +| | | | minutes. | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: | +| | | | | P/IDPBM | +| | | | | countries to | +| | | | | the U.S. and | +| | | | | other IDP/IDPBM | +| | | | | countries. | +| | | | | Calls from | +| | | | | IDP/IDPBM | +| | | | | countries to | +| | | | | non-IDP/IDPBM | +| | | | | countries incur | +| | | | | ILD charges. | +| | | | | For IDP | +| | | | | customers on | +| | | | | non-unlimited | +| | | | | domestic plans, | +| | | | | minutes are | +| | | | | drawn from the | +| | | | | domestic voice | +| | | | | plan allowance | +| | | | | and overage | +| | | | | charges may | +| | | | | apply. Pay- | +| | | | | per-use rates | +| | | | | apply unless a | +| | | | | domestic plan | +| | | | | includes these | +| | | | | countries or an | +| | | | | ILD package is | +| | | | | added. For | +| | | | | details, see at | +| | | | | t.com/worldconn | +| | | | | ect. Available | +| | | | | on phones only. | +| | | | | Unlimited Text | +| | | | | to the World | +| | | | | Applies only to | +| | | | | AT&T Short | +| | | | | Messaging | +| | | | | Service (SMS) | +| | | | | and Multimedia | +| | | | | Messaging | +| | | | | Service (MMS) | +| | | | | and not to | +| | | | | other messaging | +| | | | | services or | +| | | | | applications | +| | | | | like iMessage. | +| | | | | For IDP | +| | | | | customers on | +| | | | | non-unlimited | +| | | | | domestic plans, | +| | | | | messages are | +| | | | | drawn from the | +| | | | | domestic plan's | +| | | | | messaging | +| | | | | allowance and | +| | | | | overage charges | +| | | | | may apply. | +| | | | | Available on | +| | | | | phones only. | +| | | | | Eligibility | +| | | | | IDP and IDPBM | +| | | | | are available | +| | | | | only to | +| | | | | Business and | +| | | | | Government | +| | | | | customers and | +| | | | | only for | +| | | | | Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | lines of | +| | | | | service with a | +| | | | | compatible | +| | | | | device. | +| | | | | However: IDP | +| | | | | can be added to | +| | | | | a CRUs line on | +| | | | | a variety of | +| | | | | domestic | +| | | | | postpaid plans | +| | | | | including | +| | | | | Mobile Select – | +| | | | | Pooled, Mobile | +| | | | | Share Plus for | +| | | | | Business, | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | /Performance/St | +| | | | | arter/Web-Only, | +| | | | | and various | +| | | | | legacy plans. | +| | | | | IDPBM can only | +| | | | | be added to a | +| | | | | CRU line on a | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan. IDP and | +| | | | | IDPBM are not | +| | | | | compatible with | +| | | | | International | +| | | | | Call Restrict | +| | | | | (ZZNOILD2). | +| | | | | While ZZNOILD2 | +| | | | | is used to | +| | | | | restrict | +| | | | | international | +| | | | | long distance, | +| | | | | this same ILD | +| | | | | functionality | +| | | | | is needed to | +| | | | | connect voice | +| | | | | between | +| | | | | countries when | +| | | | | user is roaming | +| | | | | abroad. | +| | | | | Coverage Both | +| | | | | features | +| | | | | require one fee | +| | | | | per day per | +| | | | | device for use | +| | | | | in 210+ | +| | | | | countries. See | +| | | | | att.com/globalc | +| | | | | ountries. Only | +| | | | | 1 daily fee is | +| | | | | charged per | +| | | | | device, even | +| | | | | when the | +| | | | | customer | +| | | | | travels to | +| | | | | multiple | +| | | | | included | +| | | | | countries in | +| | | | | the same day. | +| | | | | IDP and IDPBM | +| | | | | do not include | +| | | | | usage on cruise | +| | | | | ships or airlin | +| | | | | es/flights that | +| | | | | are not AeroMob | +| | | | | ile® enabled. | +| | | | | Additional IDP | +| | | | | & IDPBM Offer | +| | | | | Details Adding | +| | | | | to a Device | +| | | | | Once a customer | +| | | | | adds this | +| | | | | option to a | +| | | | | qualifying CRU | +| | | | | device with a | +| | | | | qualifying rate | +| | | | | plan, IDP and | +| | | | | IDPBM stays on | +| | | | | the customer's | +| | | | | lines until | +| | | | | they remove it | +| | | | | online | +| | | | | (att.com/myatt | +| | | | | or att.com/prem | +| | | | | ier), by | +| | | | | calling | +| | | | | 800.331.0500, | +| | | | | or by | +| | | | | contacting | +| | | | | their AT&T | +| | | | | account | +| | | | | representative. | +| | | | | IDP and IDPBM | +| | | | | can be added on | +| | | | | smartphones, | +| | | | | feature phones, | +| | | | | tablets, MiFi, | +| | | | | and all other | +| | | | | device types | +| | | | | except the | +| | | | | following: | +| | | | | AT&T Wireless | +| | | | | Internet | +| | | | | Connected Cars | +| | | | | Digital cameras | +| | | | | E-readers SONY | +| | | | | Playstation | +| | | | | Tablets on | +| | | | | stand-alone LTE | +| | | | | tablet plans. | +| | | | | Wireless Home | +| | | | | Phone (WHP) | +| | | | | Any brand of | +| | | | | wearable | +| | | | | device. | +| | | | | Incidental Data | +| | | | | Usage Apps on | +| | | | | a device use | +| | | | | data even when | +| | | | | the customer | +| | | | | may not be | +| | | | | aware. Such | +| | | | | usage may | +| | | | | trigger up to | +| | | | | $10 daily fee. | +| | | | | To avoid | +| | | | | unintended use | +| | | | | of IDP or | +| | | | | IDPBM, | +| | | | | customers | +| | | | | should turn off | +| | | | | cellular data | +| | | | | roaming in | +| | | | | their device | +| | | | | settings. Pay- | +| | | | | Per-Use Rates | +| | | | | Apply when | +| | | | | traveling in | +| | | | | non-IDP/IDPBM | +| | | | | countries | +| | | | | and/or when no | +| | | | | package is | +| | | | | added. General | +| | | | | Subject to the | +| | | | | Business or | +| | | | | Government | +| | | | | customer's | +| | | | | applicable | +| | | | | wireless | +| | | | | service | +| | | | | agreement. | +| | | | | Availability, | +| | | | | quality of | +| | | | | coverage, and | +| | | | | services while | +| | | | | roaming are not | +| | | | | guaranteed. | +| | | | | Additional | +| | | | | restrictions | +| | | | | may apply. | +| | | | | Comparison | +| | | | | Chart / Rating | +| | | | | Priorities | +| | | | | Canada Roam | +| | | | | North America | +| | | | | and domestic | +| | | | | rate plans that | +| | | | | include Canada | +| | | | | take priority | +| | | | | over IDPIDP and | +| | | | | IDPBM. | +| | | | | Customers are | +| | | | | not charged a | +| | | | | daily fee while | +| | | | | in Canada. | +| | | | | Canada Roaming | +| | | | | Bonus Save | +| | | | | offer is not | +| | | | | compatible with | +| | | | | IDP. IDP/IDPBM | +| | | | | and AT&T | +| | | | | Passport/AT&T | +| | | | | Passport Pro | +| | | | | As of July 15, | +| | | | | 2020, IDP and | +| | | | | IDPBM has | +| | | | | expanded to | +| | | | | cover 210+ | +| | | | | countries, the | +| | | | | same countries | +| | | | | country | +| | | | | coverage as | +| | | | | AT&T Passport | +| | | | | and AT&T | +| | | | | Passport Pros. | +| | | | | From such date | +| | | | | forward, | +| | | | | customers are | +| | | | | no longer | +| | | | | allowed to have | +| | | | | both IDP or | +| | | | | IDPBM and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pro at the same | +| | | | | time. They must | +| | | | | choose one or | +| | | | | the other. | +| | | | | If a customer | +| | | | | prefers to pay | +| | | | | a daily fee to | +| | | | | use their phone | +| | | | | like they do at | +| | | | | home, they | +| | | | | should select | +| | | | | IDP or IDPBM. | +| | | | | If a customer | +| | | | | is taking a | +| | | | | longer trip, | +| | | | | can limit their | +| | | | | data usage, and | +| | | | | doesn't mind | +| | | | | paying a per | +| | | | | minute rate for | +| | | | | talk, they may | +| | | | | prefer to | +| | | | | select AT&T | +| | | | | Passports. If | +| | | | | they need more | +| | | | | data and/or a | +| | | | | bucket of | +| | | | | minutes Source: | +| | | | | Content: , they | +| | | | | may prefer to | +| | | | | select AT&T | +| | | | | Passport Pro. | +| | | | | Customers are | +| | | | | still able to | +| | | | | change back and | +| | | | | forth between | +| | | | | IDPIDP or IDPBM | +| | | | | on the one hand | +| | | | | and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pros on the | +| | | | | other hand, | +| | | | | depending on | +| | | | | their travel | +| | | | | needs. If a | +| | | | | customer | +| | | | | already has | +| | | | | both an IDP (or | +| | | | | IDPBM) feature | +| | | | | and a Passport | +| | | | | (or Passport | +| | | | | Pro) feature on | +| | | | | a their line as | +| | | | | of 7/15, the | +| | | | | customer should | +| | | | | remove either | +| | | | | the IDP (or | +| | | | | IDPBM) feature | +| | | | | or the Passport | +| | | | | (or Passport | +| | | | | Pro) feature to | +| | | | | avoid incurring | +| | | | | charges from | +| | | | | both features | +| | | | | when they | +| | | | | travel. If | +| | | | | the customer | +| | | | | chooses to have | +| | | | | its Passport or | +| | | | | Passport Pro | +| | | | | feature | +| | | | | removed, | +| | | | | remember to | +| | | | | backdate the | +| | | | | removal to the | +| | | | | original start | +| | | | | date for One- | +| | | | | Time Charge | +| | | | | Passport or to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle for | +| | | | | Recurring | +| | | | | Passport or | +| | | | | Passport Pro. | +| | | | | If the customer | +| | | | | has already | +| | | | | been billed for | +| | | | | both IDP (or | +| | | | | IDPBM) and | +| | | | | Passport (or | +| | | | | Passport Pro), | +| | | | | a credit can be | +| | | | | issued for the | +| | | | | feature being | +| | | | | removed, | +| | | | | following your | +| | | | | channel | +| | | | | policies. | +| | | | | International | +| | | | | Roaming Offer | +| | | | | Matrix | +| | | | | Destination | +| | | | | Lead Offer | +| | | | | Fall Back Offer | +| | | | | Other Options | +| | | | | Mexico & Canada | +| | | | | AT&T Business | +| | | | | Unlimited Plans | +| | | | | (Elite, | +| | | | | Performance, | +| | | | | Starter, Web- | +| | | | | Only) Take | +| | | | | the U.S. plan | +| | | | | to Mexico and | +| | | | | Canada at no | +| | | | | additional | +| | | | | cost. IDP* or | +| | | | | IDPBM** Use | +| | | | | the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | Rest of World | +| | | | | IDP* or IDPBM** | +| | | | | Use the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | N/A Effective | +| | | | | 7/15/20, IDP's | +| | | | | roam zone | +| | | | | increased to | +| | | | | 210+ countries | +| | | | | and matches | +| | | | | IDPBM, Passport | +| | | | | and Passport | +| | | | | Pro. Customers | +| | | | | adding packages | +| | | | | beginning on | +| | | | | that date are | +| | | | | restricted from | +| | | | | having both an | +| | | | | IDP or IDPBM | +| | | | | package AND a | +| | | | | Passport or | +| | | | | Passport Pro | +| | | | | package. | +| | | | | Customers who | +| | | | | have both | +| | | | | before 7/15/20 | +| | | | | are expected to | +| | | | | decide which | +| | | | | package they | +| | | | | want to keep | +| | | | | (in order to | +| | | | | avoid being | +| | | | | charged under | +| | | | | both). ** | +| | | | | IDPBM is only | +| | | | | available for | +| | | | | CRU lines on | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plans and | +| | | | | should always | +| | | | | be the choice | +| | | | | for customers | +| | | | | with such | +| | | | | plans. Mexico | +| | | | | Domestic rate | +| | | | | plans that | +| | | | | include travel | +| | | | | in Mexico with | +| | | | | no roaming | +| | | | | charges take | +| | | | | priority over | +| | | | | IDPIDP and | +| | | | | IDPBM for usage | +| | | | | in Mexico, so | +| | | | | no daily fee is | +| | | | | charged while | +| | | | | in Mexico. | +| | | | | Mexico roaming | +| | | | | bonus is not | +| | | | | compatible with | +| | | | | IDPIDP or | +| | | | | IDPBM. | +| | | | | Starting in | +| | | | | mid-October | +| | | | | 2022 & ending | +| | | | | November 1, | +| | | | | 2022, IDP | +| | | | | customers in | +| | | | | Lebanon will be | +| | | | | notified via | +| | | | | text that | +| | | | | Lebanon will no | +| | | | | longer be | +| | | | | included in IDP | +| | | | | and data | +| | | | | service will no | +| | | | | longer be | +| | | | | available in | +| | | | | Lebanon as of | +| | | | | November 1st. | +| | | | | Starting | +| | | | | November 1, | +| | | | | Pay-Per-Use | +| | | | | rates | +| | | | | (hyperlink to | +| | | | | PPU CCKM | +| | | | | article) for | +| | | | | voice and | +| | | | | messaging will | +| | | | | apply in | +| | | | | Lebanon.  Data | +| | | | | usage will not | +| | | | | be available. | +| | | | | Eligible Airlin | +| | | | | es/flights: Vis | +| | | | | it https://www. | +| | | | | aeromobile.net/ | +| | | | | airlines/ | +| | | | | Provisioning | +| | | | | AT&T will not | +| | | | | automatically | +| | | | | enroll most | +| | | | | customers in | +| | | | | IDP when on an | +| | | | | eligible | +| | | | | AeroMobile | +| | | | | enabled | +| | | | | international | +| | | | | flight, the | +| | | | | customer should | +| | | | | add it prior to | +| | | | | takeoff Cost | +| | | | | (same as IDP | +| | | | | destinations) | +| | | | | IDP - $10 a day | +| | | | | for each line | +| | | | | on the account  | +| | | | | IDPM - $10 a | +| | | | | day for at | +| | | | | least 1 line on | +| | | | | the account; $5 | +| | | | | a day for up to | +| | | | | 4 other lines | +| | | | | on the account | +| | | | | when charged a | +| | | | | daily fee on | +| | | | | the same | +| | | | | calendar date.  | +| | | | | If the customer | +| | | | | lands in an | +| | | | | included IDP | +| | | | | destination, | +| | | | | the 24-hour | +| | | | | usage period | +| | | | | continues, and | +| | | | | no additional | +| | | | | daily fees are | +| | | | | charged until | +| | | | | the 24-hour | +| | | | | usage period is | +| | | | | over. Find out | +| | | | | more on How it | +| | | | | Works Selling | +| | | | | Tips ✓ Simple | +| | | | | - One-time | +| | | | | enrollment | +| | | | | process with no | +| | | | | monthly charge. | +| | | | | Pay a daily fee | +| | | | | instead. ✓ | +| | | | | Flexible - | +| | | | | Daily fee per | +| | | | | device is only | +| | | | | charged when | +| | | | | there is usage | +| | | | | in an included | +| | | | | country. ✓ | +| | | | | Domestic Data, | +| | | | | Talk & Text - | +| | | | | Customers use | +| | | | | their domestic | +| | | | | data plan | +| | | | | internationally | +| | | | | without paying | +| | | | | additional data | +| | | | | roaming fees. | +| | | | | (Non-unlimited | +| | | | | plans may | +| | | | | result in | +| | | | | domestic | +| | | | | overage | +| | | | | charges.) ✓ | +| | | | | Comprehensive - | +| | | | | Customers can | +| | | | | relax, we've | +| | | | | got them | +| | | | | covered! IDP | +| | | | | and IDPBM are | +| | | | | now available | +| | | | | in over 210 | +| | | | | countries. Set | +| | | | | Expectations | +| | | | | IDPBM rate plan | +| | | | | requirements: | +| | | | | Source: | +| | | | | Content: Stay | +| | | | | in touch while | +| | | | | on your cruise! | +| | | | | We have | +| | | | | packages on | +| | | | | over 175 cruise | +| | | | | ships with no | +| | | | | extra charge on | +| | | | | land, in | +| | | | | Mexico, Canada, | +| | | | | and select | +| | | | | Caribbean | +| | | | | islands. Set | +| | | | | Sail and Stay | +| | | | | Connected Stay | +| | | | | connected with | +| | | | | up to 1GB of | +| | | | | data, talk and | +| | | | | unlimited test | +| | | | | on over 175 | +| | | | | cruise ships | +| | | | | with AT&T | +| | | | | Cruise packages | +| | | | | . Effective | +| | | | | June 1, 2023, | +| | | | | AT&T Cruise | +| | | | | packages are | +| | | | | being updated | +| | | | | to create more | +| | | | | value for | +| | | | | customers:  | +| | | | | $100 Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Plus’ | +| | | | | and remains a | +| | | | | $100 One Time | +| | | | | Cost $50 | +| | | | | Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Basic’ | +| | | | | and is now a | +| | | | | $60 One Time | +| | | | | Cost | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Smartphones | +| | | | | only | +| | | | | Voice remains | +| | | | | Unlimited | +| | | | | Voice minutes | +| | | | | increase from | +| | | | | 50 minutes to | +| | | | | 100 minutes | +| | | | | Voice overages | +| | | | | reduced from | +| | | | | $2/min to | +| | | | | $1/min | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Data allowance | +| | | | | increases from | +| | | | | 200MB to 1GB | +| | | | | Data overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Data allowance | +| | | | | increases from | +| | | | | no data to | +| | | | | 100MB Data | +| | | | | overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Usage of Cruise | +| | | | | Package is | +| | | | | limited to | +| | | | | eligible Cruise | +| | | | | Ships only | +| | | | | starting | +| | | | | 6/1/23; IDP | +| | | | | will auto- | +| | | | | provision on | +| | | | | land-based | +| | | | | carriers for | +| | | | | eligible | +| | | | | customers. | +| | | | | Prior to | +| | | | | 6/1/23, Cruise | +| | | | | usage was | +| | | | | allowed in | +| | | | | Canada, Mexico | +| | | | | and some | +| | | | | Caribbean | +| | | | | Islands | +| | | | | For customers | +| | | | | that DO NOT | +| | | | | select a Cruise | +| | | | | Package or are | +| | | | | on a non- | +| | | | | eligible ship, | +| | | | | Pay-Per Use | +| | | | | Data remains @ | +| | | | | $2.05/MB for | +| | | | | data, $3/minute | +| | | | | for voice, | +| | | | | $0.50 per SMS & | +| | | | | $1.30 per MMS. | +| | | | | By increasing | +| | | | | the data | +| | | | | allowance in | +| | | | | both packages | +| | | | | and providing | +| | | | | greater value | +| | | | | in data | +| | | | | overages, | +| | | | | recommend a | +| | | | | Cruise package | +| | | | | for your | +| | | | | customers | +| | | | | compared to | +| | | | | Pay-Per-Use | +| | | | | rates! Start | +| | | | | the | +| | | | | conversation | +| | | | | Important | +| | | | | Questions for | +| | | | | the Customer ✔ | +| | | | | Which cruise | +| | | | | line will you | +| | | | | be sailing | +| | | | | on?(Confirm | +| | | | | cruise | +| | | | | line/ship is | +| | | | | listed on | +| | | | | Cruise Ships | +| | | | | Guide  and | +| | | | | record it in | +| | | | | notes.) ✔ How | +| | | | | long will you | +| | | | | be on your crui | +| | | | | se?(Recommend | +| | | | | the right | +| | | | | package(s) to | +| | | | | cover all | +| | | | | usage.) ✔ | +| | | | | Where is your | +| | | | | cruise taking | +| | | | | you?(Recommend | +| | | | | IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport for | +| | | | | when customer | +| | | | | is on shore. | +| | | | | AT&T Cruise | +| | | | | packages do not | +| | | | | cover usage in | +| | | | | port or on | +| | | | | land. ✔ Is | +| | | | | travel in | +| | | | | Mexico or | +| | | | | Canada included | +| | | | | in your | +| | | | | domestic rate | +| | | | | plan?(Rated as | +| | | | | domestic) ✔ | +| | | | | Will you be | +| | | | | using data | +| | | | | while you are | +| | | | | away?(If | +| | | | | estimated data | +| | | | | usage is | +| | | | | greater than | +| | | | | 200MBs, suggest | +| | | | | using IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport when | +| | | | | on the ship in | +| | | | | port or | +| | | | | onshore.) ✔ | +| | | | | Packages are | +| | | | | available on | +| | | | | over 175 cruise | +| | | | | ships. Choose | +| | | | | the cruise | +| | | | | package that's | +| | | | | right for you! | +| | | | | Auto expires in | +| | | | | 30 days! There | +| | | | | are two plans | +| | | | | to choose from, | +| | | | | depending on | +| | | | | your device | +| | | | | type: AT&T | +| | | | | Cruise Plus | +| | | | |  $100 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk | +| | | | | and Text*: | +| | | | | Unlimited  ✔ | +| | | | | Data: 1GB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance  ✔ | +| | | | | Available for | +| | | | | smartphones & t | +| | | | | ablets *Standar | +| | | | | d domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. AT&T | +| | | | | Cruise Basic | +| | | | |  $60 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk: | +| | | | | 100 minutes; | +| | | | | overage $1.00 | +| | | | | per minute  ✔ | +| | | | | Text*: | +| | | | | Unlimited ✔ | +| | | | | Data:  100MB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance ✔ | +| | | | | Available for | +| | | | | smartphones | +| | | | | only *Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. | +| | | | | Click here | +| | | | | (AT&T Data | +| | | | | Calculator - | +| | | | | Estimate Your | +| | | | | Internet Data | +| | | | | Usage | +| | | | | (att.com)) if | +| | | | | your customer | +| | | | | needs help | +| | | | | determining | +| | | | | their data | +| | | | | needs How do | +| | | | | you add a | +| | | | | cruise ship | +| | | | | package? AT&T | +| | | | | Cruise Ship | +| | | | | packages can be | +| | | | | purchased as of | +| | | | | February 20, | +| | | | | 2020 in these | +| | | | | sales channels: | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS) The | +| | | | | myAT&T secured | +| | | | | account What | +| | | | | if the Cruise | +| | | | | package doesn | +| | | | | Source: | +| | | | | Content: | +| | | | | Staying | +| | | | | Connected while | +| | | | | abroad is | +| | | | | simpler than | +| | | | | ever! Eligible | +| | | | | Business and | +| | | | | Government | +| | | | | customers now | +| | | | | have 2 daily | +| | | | | fee roaming | +| | | | | packages to | +| | | | | choose from - | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business (IDP) | +| | | | | or | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business – | +| | | | | Multiline | +| | | | | (IDPBM)! Heads | +| | | | | up: For | +| | | | | FirstNet | +| | | | | accounts see | +| | | | | FirstNet | +| | | | | International | +| | | | | Roaming | +| | | | | Packages. | +| | | | | Eligibility | | +| | | | | Coverage | | +| | | | | Additional | +| | | | | Offer Details | | +| | | | | Comparison | +| | | | | Chart | | +| | | | | Selling Tips | | +| | | | | Expectations | | +| | | | | FAQ What's New | +| | | | | Effective | +| | | | | November 1, | +| | | | | 2022: Lebanon | +| | | | | is no longer | +| | | | | included in IDP | +| | | | | and cellular | +| | | | | data service is | +| | | | | no longer | +| | | | | available | +| | | | | there.  Voice | +| | | | | and texting | +| | | | | will be | +| | | | | available at | +| | | | | Pay-Per-Use | +| | | | | rates only. | +| | | | | Select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights will be | +| | | | | included in IDP | +| | | | | Beginning July | +| | | | | 20, 2022, we | +| | | | | will begin to | +| | | | | auto-provision | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for CRU | +| | | | | customers | +| | | | | roaming with a | +| | | | | tablet/Mi- | +| | | | | Fi/connected | +| | | | | laptop when: | +| | | | | The device has | +| | | | | no | +| | | | | international | +| | | | | roaming feature | +| | | | | and Has used | +| | | | | 5MB+ of | +| | | | | international | +| | | | | roaming data at | +| | | | | pay-per-use | +| | | | | rates. The | +| | | | | AOP/Day to Day | +| | | | | will receive an | +| | | | | email giving | +| | | | | the customer | +| | | | | the option to | +| | | | | keep the | +| | | | | feature or to | +| | | | | opt out.On | +| | | | | August 18, | +| | | | | 2021, we began | +| | | | | to auto- | +| | | | | provision IDP | +| | | | | for CRU | +| | | | | customers that | +| | | | | were: | +| | | | | Traveling | +| | | | | internationally | +| | | | | with a | +| | | | | smartphone | +| | | | | without an | +| | | | | international | +| | | | | roaming feature | +| | | | | and Have used | +| | | | | 5MB+ of | +| | | | | international | +| | | | | roaming data at | +| | | | | pay-per-use | +| | | | | rates. The | +| | | | | customers | +| | | | | receive an SMS | +| | | | | message and the | +| | | | | AOP/Day to Day | +| | | | | receives an | +| | | | | email giving | +| | | | | them the option | +| | | | | to keep the | +| | | | | feature or to | +| | | | | opt out.Note: | +| | | | | The following | +| | | | | are excluded | +| | | | | from auto- | +| | | | | provisioning: | +| | | | | CRU and | +| | | | | FirstNet Agency | +| | | | | Paid accounts | +| | | | | that FAN has a | +| | | | | restriction | +| | | | | from Reply to | +| | | | | Buy is set to | +| | | | | "Not Allowed" | +| | | | | in ROME | +| | | | | Government | +| | | | | contract | +| | | | | agreement types | +| | | | | in ROME:  CFSS | +| | | | | PA, GSA1, GSA3, | +| | | | | GOV PA, WSCA, | +| | | | | GSA, GSA2, GOV, | +| | | | | or CFSS | +| | | | | Important note: | +| | | | | Even with the | +| | | | | auto-provision | +| | | | | functionality | +| | | | | it is still | +| | | | | recommended | +| | | | | that business | +| | | | | customers | +| | | | | select their | +| | | | | own | +| | | | | international | +| | | | | roaming offer | +| | | | | (IDPB or | +| | | | | Business | +| | | | | Passport) | +| | | | | before | +| | | | | traveling | +| | | | | abroad.  Auto- | +| | | | | provision | +| | | | | solution is not | +| | | | | 100% | +| | | | | guaranteed. | +| | | | | ​​​​​​​ | +| | | | | Subscriber | +| | | | | Category | +| | | | | Device SOC | +| | | | | Auto- | +| | | | | Provisioned | +| | | | | after 5MB of | +| | | | | PPU use abroad | +| | | | | OPT-OUT via SMS | +| | | | | (short-code) | +| | | | | Email | +| | | | | notification | +| | | | | with option to | +| | | | | OPT-OUT OPT | +| | | | | OUT SOC CRU | +| | | | | Phone ZIRRLHDF | +| | | | | SMS | +| | | | | confirmation | +| | | | | Only Yes-Day | +| | | | | to Day Contact | +| | | | | IRCRNOAUT CRU | +| | | | | Tablet/MiFi/Lap | +| | | | | top ZIRRLHDF | +| | | | | n/a Yes- Day | +| | | | | to Day Contact | +| | | | | IRCRNOAUT | +| | | | | Here's What's | +| | | | | Included | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business (IDP) | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business – | +| | | | | Multiline | +| | | | | (IDPBM) $10 | +| | | | | daily fee for | +| | | | | each 24-hour | +| | | | | period. Fee | +| | | | | applies to each | +| | | | | line on the | +| | | | | billing account | +| | | | | that uses IDP. | +| | | | | Available with | +| | | | | any domestic | +| | | | | plan. Daily | +| | | | | fee for each | +| | | | | 24-hour period: | +| | | | | 1 line: $10 | +| | | | | 2-5 lines: 1 | +| | | | | line @ $10 1-4 | +| | | | | lines @ $5 each | +| | | | | 6 or more | +| | | | | lines: 4 | +| | | | | lines @ $5 each | +| | | | | 2 or more lines | +| | | | | @ 10 each | +| | | | | Fee applies to | +| | | | | each line on | +| | | | | the billing | +| | | | | account that | +| | | | | uses IDPBM. | +| | | | | Requires a | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan. One Low | +| | | | | Fee Per Day | +| | | | | Pay a daily fee | +| | | | | for each | +| | | | | 24-hour period | +| | | | | that the | +| | | | | customer talks, | +| | | | | texts, or uses | +| | | | | data within an | +| | | | | included | +| | | | | country. Text | +| | | | | messages | +| | | | | received are | +| | | | | rated as | +| | | | | domestic and do | +| | | | | not trigger a | +| | | | | daily fee. | +| | | | | Data Access | +| | | | | Data is drawn | +| | | | | from eligible | +| | | | | plan with same | +| | | | | data and speed | +| | | | | restrictions. | +| | | | | If domestic | +| | | | | plan includes | +| | | | | Video | +| | | | | Management, it | +| | | | | applies to the | +| | | | | international | +| | | | | package or | +| | | | | feature. If | +| | | | | IDP customer | +| | | | | exceeds the | +| | | | | amount of data | +| | | | | in the domestic | +| | | | | plan, overage | +| | | | | charges or data | +| | | | | speed reduction | +| | | | | up to 128Kbps | +| | | | | applies per | +| | | | | domestic plan.* | +| | | | | For Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan only: | +| | | | | After 50GB, | +| | | | | AT&T may | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy.* *If | +| | | | | data speed is | +| | | | | slowed, all | +| | | | | data use, | +| | | | | including audio | +| | | | | and video | +| | | | | streaming, | +| | | | | picture and | +| | | | | video | +| | | | | messaging, and | +| | | | | other types of | +| | | | | data may not | +| | | | | work. | +| | | | | Unlimited Calls | +| | | | | to the U.S. | +| | | | | Includes | +| | | | | cellular calls | +| | | | | from ID Source: | ++----+--------------+----------------+----------------+-------------------+ +| 85 | [] | If a | It would | Content: N: | +| | | customer is | depend on | Customer has | +| | | cruising to | the | usage on/in: | +| | | the Mediterr | customer's | How the | +| | | anean, S. | specific | customer's | +| | | America, | needs and | usage rated: | +| | | Europe, or | usage. The | Cruise package | +| | | Asia on a | Cruise ship | Cruise ship | +| | | qualifying | package | Mexico Canada | +| | | ship, would | covers usage | A Caribbean | +| | | it be | on the ship, | Island | +| | | beneficial | while IDP or | Mexico and | +| | | for them to | AT&T | Canada rated by | +| | | add Internat | Passport | the domestic | +| | | ional Day | would cover | rate plan. | +| | | Pass (IDP) | usage in | Only Cruise | +| | | or AT&T | other | ship usage is | +| | | Passport in | countries. | rated by the | +| | | addition to | If the | cruise ship | +| | | their AT&T | customer | package. All | +| | | Cruise Ship | plans to use | other usage in | +| | | package? | their device | IDP/Passport | +| | | | extensively | destinations is | +| | | | in ports of | rated by | +| | | | call, it may | IDP/Passport if | +| | | | be | added, | +| | | | beneficial | otherwise will | +| | | | to add IDP | rate as pay- | +| | | | or AT&T | per-use. See | +| | | | Passport. | Cruise packages | +| | | | However, if | for additional | +| | | | they only | support. | +| | | | plan to use | Customer has a | +| | | | their device | domestic rate | +| | | | on the ship, | plan that does | +| | | | the Cruise | not include | +| | | | ship package | international | +| | | | may be | roaming. | +| | | | sufficient. | Extras on | +| | | | (Source: | customer's CTN: | +| | | | context) | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: , they | +| | | | | may prefer to | +| | | | | select AT&T | +| | | | | Passport Pro. | +| | | | | Customers are | +| | | | | still able to | +| | | | | change back and | +| | | | | forth between | +| | | | | IDPIDP or IDPBM | +| | | | | on the one hand | +| | | | | and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pros on the | +| | | | | other hand, | +| | | | | depending on | +| | | | | their travel | +| | | | | needs. If a | +| | | | | customer | +| | | | | already has | +| | | | | both an IDP (or | +| | | | | IDPBM) feature | +| | | | | and a Passport | +| | | | | (or Passport | +| | | | | Pro) feature on | +| | | | | a their line as | +| | | | | of 7/15, the | +| | | | | customer should | +| | | | | remove either | +| | | | | the IDP (or | +| | | | | IDPBM) feature | +| | | | | or the Passport | +| | | | | (or Passport | +| | | | | Pro) feature to | +| | | | | avoid incurring | +| | | | | charges from | +| | | | | both features | +| | | | | when they | +| | | | | travel. If | +| | | | | the customer | +| | | | | chooses to have | +| | | | | its Passport or | +| | | | | Passport Pro | +| | | | | feature | +| | | | | removed, | +| | | | | remember to | +| | | | | backdate the | +| | | | | removal to the | +| | | | | original start | +| | | | | date for One- | +| | | | | Time Charge | +| | | | | Passport or to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle for | +| | | | | Recurring | +| | | | | Passport or | +| | | | | Passport Pro. | +| | | | | If the customer | +| | | | | has already | +| | | | | been billed for | +| | | | | both IDP (or | +| | | | | IDPBM) and | +| | | | | Passport (or | +| | | | | Passport Pro), | +| | | | | a credit can be | +| | | | | issued for the | +| | | | | feature being | +| | | | | removed, | +| | | | | following your | +| | | | | channel | +| | | | | policies. | +| | | | | International | +| | | | | Roaming Offer | +| | | | | Matrix | +| | | | | Destination | +| | | | | Lead Offer | +| | | | | Fall Back Offer | +| | | | | Other Options | +| | | | | Mexico & Canada | +| | | | | AT&T Business | +| | | | | Unlimited Plans | +| | | | | (Elite, | +| | | | | Performance, | +| | | | | Starter, Web- | +| | | | | Only) Take | +| | | | | the U.S. plan | +| | | | | to Mexico and | +| | | | | Canada at no | +| | | | | additional | +| | | | | cost. IDP* or | +| | | | | IDPBM** Use | +| | | | | the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | Rest of World | +| | | | | IDP* or IDPBM** | +| | | | | Use the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | N/A Effective | +| | | | | 7/15/20, IDP's | +| | | | | roam zone | +| | | | | increased to | +| | | | | 210+ countries | +| | | | | and matches | +| | | | | IDPBM, Passport | +| | | | | and Passport | +| | | | | Pro. Customers | +| | | | | adding packages | +| | | | | beginning on | +| | | | | that date are | +| | | | | restricted from | +| | | | | having both an | +| | | | | IDP or IDPBM | +| | | | | package AND a | +| | | | | Passport or | +| | | | | Passport Pro | +| | | | | package. | +| | | | | Customers who | +| | | | | have both | +| | | | | before 7/15/20 | +| | | | | are expected to | +| | | | | decide which | +| | | | | package they | +| | | | | want to keep | +| | | | | (in order to | +| | | | | avoid being | +| | | | | charged under | +| | | | | both). ** | +| | | | | IDPBM is only | +| | | | | available for | +| | | | | CRU lines on | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plans and | +| | | | | should always | +| | | | | be the choice | +| | | | | for customers | +| | | | | with such | +| | | | | plans. Mexico | +| | | | | Domestic rate | +| | | | | plans that | +| | | | | include travel | +| | | | | in Mexico with | +| | | | | no roaming | +| | | | | charges take | +| | | | | priority over | +| | | | | IDPIDP and | +| | | | | IDPBM for usage | +| | | | | in Mexico, so | +| | | | | no daily fee is | +| | | | | charged while | +| | | | | in Mexico. | +| | | | | Mexico roaming | +| | | | | bonus is not | +| | | | | compatible with | +| | | | | IDPIDP or | +| | | | | IDPBM. | +| | | | | Starting in | +| | | | | mid-October | +| | | | | 2022 & ending | +| | | | | November 1, | +| | | | | 2022, IDP | +| | | | | customers in | +| | | | | Lebanon will be | +| | | | | notified via | +| | | | | text that | +| | | | | Lebanon will no | +| | | | | longer be | +| | | | | included in IDP | +| | | | | and data | +| | | | | service will no | +| | | | | longer be | +| | | | | available in | +| | | | | Lebanon as of | +| | | | | November 1st. | +| | | | | Starting | +| | | | | November 1, | +| | | | | Pay-Per-Use | +| | | | | rates | +| | | | | (hyperlink to | +| | | | | PPU CCKM | +| | | | | article) for | +| | | | | voice and | +| | | | | messaging will | +| | | | | apply in | +| | | | | Lebanon.  Data | +| | | | | usage will not | +| | | | | be available. | +| | | | | Eligible Airlin | +| | | | | es/flights: Vis | +| | | | | it https://www. | +| | | | | aeromobile.net/ | +| | | | | airlines/ | +| | | | | Provisioning | +| | | | | AT&T will not | +| | | | | automatically | +| | | | | enroll most | +| | | | | customers in | +| | | | | IDP when on an | +| | | | | eligible | +| | | | | AeroMobile | +| | | | | enabled | +| | | | | international | +| | | | | flight, the | +| | | | | customer should | +| | | | | add it prior to | +| | | | | takeoff Cost | +| | | | | (same as IDP | +| | | | | destinations) | +| | | | | IDP - $10 a day | +| | | | | for each line | +| | | | | on the account  | +| | | | | IDPM - $10 a | +| | | | | day for at | +| | | | | least 1 line on | +| | | | | the account; $5 | +| | | | | a day for up to | +| | | | | 4 other lines | +| | | | | on the account | +| | | | | when charged a | +| | | | | daily fee on | +| | | | | the same | +| | | | | calendar date.  | +| | | | | If the customer | +| | | | | lands in an | +| | | | | included IDP | +| | | | | destination, | +| | | | | the 24-hour | +| | | | | usage period | +| | | | | continues, and | +| | | | | no additional | +| | | | | daily fees are | +| | | | | charged until | +| | | | | the 24-hour | +| | | | | usage period is | +| | | | | over. Find out | +| | | | | more on How it | +| | | | | Works Selling | +| | | | | Tips ✓ Simple | +| | | | | - One-time | +| | | | | enrollment | +| | | | | process with no | +| | | | | monthly charge. | +| | | | | Pay a daily fee | +| | | | | instead. ✓ | +| | | | | Flexible - | +| | | | | Daily fee per | +| | | | | device is only | +| | | | | charged when | +| | | | | there is usage | +| | | | | in an included | +| | | | | country. ✓ | +| | | | | Domestic Data, | +| | | | | Talk & Text - | +| | | | | Customers use | +| | | | | their domestic | +| | | | | data plan | +| | | | | internationally | +| | | | | without paying | +| | | | | additional data | +| | | | | roaming fees. | +| | | | | (Non-unlimited | +| | | | | plans may | +| | | | | result in | +| | | | | domestic | +| | | | | overage | +| | | | | charges.) ✓ | +| | | | | Comprehensive - | +| | | | | Customers can | +| | | | | relax, we've | +| | | | | got them | +| | | | | covered! IDP | +| | | | | and IDPBM are | +| | | | | now available | +| | | | | in over 210 | +| | | | | countries. Set | +| | | | | Expectations | +| | | | | IDPBM rate plan | +| | | | | requirements: | +| | | | | Source: | +| | | | | Content: | +| | | | | Staying | +| | | | | Connected while | +| | | | | abroad is | +| | | | | simpler than | +| | | | | ever! Eligible | +| | | | | Business and | +| | | | | Government | +| | | | | customers now | +| | | | | have 2 daily | +| | | | | fee roaming | +| | | | | packages to | +| | | | | choose from - | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business (IDP) | +| | | | | or | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business – | +| | | | | Multiline | +| | | | | (IDPBM)! Heads | +| | | | | up: For | +| | | | | FirstNet | +| | | | | accounts see | +| | | | | FirstNet | +| | | | | International | +| | | | | Roaming | +| | | | | Packages. | +| | | | | Eligibility | | +| | | | | Coverage | | +| | | | | Additional | +| | | | | Offer Details | | +| | | | | Comparison | +| | | | | Chart | | +| | | | | Selling Tips | | +| | | | | Expectations | | +| | | | | FAQ What's New | +| | | | | Effective | +| | | | | November 1, | +| | | | | 2022: Lebanon | +| | | | | is no longer | +| | | | | included in IDP | +| | | | | and cellular | +| | | | | data service is | +| | | | | no longer | +| | | | | available | +| | | | | there.  Voice | +| | | | | and texting | +| | | | | will be | +| | | | | available at | +| | | | | Pay-Per-Use | +| | | | | rates only. | +| | | | | Select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights will be | +| | | | | included in IDP | +| | | | | Beginning July | +| | | | | 20, 2022, we | +| | | | | will begin to | +| | | | | auto-provision | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for CRU | +| | | | | customers | +| | | | | roaming with a | +| | | | | tablet/Mi- | +| | | | | Fi/connected | +| | | | | laptop when: | +| | | | | The device has | +| | | | | no | +| | | | | international | +| | | | | roaming feature | +| | | | | and Has used | +| | | | | 5MB+ of | +| | | | | international | +| | | | | roaming data at | +| | | | | pay-per-use | +| | | | | rates. The | +| | | | | AOP/Day to Day | +| | | | | will receive an | +| | | | | email giving | +| | | | | the customer | +| | | | | the option to | +| | | | | keep the | +| | | | | feature or to | +| | | | | opt out.On | +| | | | | August 18, | +| | | | | 2021, we began | +| | | | | to auto- | +| | | | | provision IDP | +| | | | | for CRU | +| | | | | customers that | +| | | | | were: | +| | | | | Traveling | +| | | | | internationally | +| | | | | with a | +| | | | | smartphone | +| | | | | without an | +| | | | | international | +| | | | | roaming feature | +| | | | | and Have used | +| | | | | 5MB+ of | +| | | | | international | +| | | | | roaming data at | +| | | | | pay-per-use | +| | | | | rates. The | +| | | | | customers | +| | | | | receive an SMS | +| | | | | message and the | +| | | | | AOP/Day to Day | +| | | | | receives an | +| | | | | email giving | +| | | | | them the option | +| | | | | to keep the | +| | | | | feature or to | +| | | | | opt out.Note: | +| | | | | The following | +| | | | | are excluded | +| | | | | from auto- | +| | | | | provisioning: | +| | | | | CRU and | +| | | | | FirstNet Agency | +| | | | | Paid accounts | +| | | | | that FAN has a | +| | | | | restriction | +| | | | | from Reply to | +| | | | | Buy is set to | +| | | | | "Not Allowed" | +| | | | | in ROME | +| | | | | Government | +| | | | | contract | +| | | | | agreement types | +| | | | | in ROME:  CFSS | +| | | | | PA, GSA1, GSA3, | +| | | | | GOV PA, WSCA, | +| | | | | GSA, GSA2, GOV, | +| | | | | or CFSS | +| | | | | Important note: | +| | | | | Even with the | +| | | | | auto-provision | +| | | | | functionality | +| | | | | it is still | +| | | | | recommended | +| | | | | that business | +| | | | | customers | +| | | | | select their | +| | | | | own | +| | | | | international | +| | | | | roaming offer | +| | | | | (IDPB or | +| | | | | Business | +| | | | | Passport) | +| | | | | before | +| | | | | traveling | +| | | | | abroad.  Auto- | +| | | | | provision | +| | | | | solution is not | +| | | | | 100% | +| | | | | guaranteed. | +| | | | | ​​​​​​​ | +| | | | | Subscriber | +| | | | | Category | +| | | | | Device SOC | +| | | | | Auto- | +| | | | | Provisioned | +| | | | | after 5MB of | +| | | | | PPU use abroad | +| | | | | OPT-OUT via SMS | +| | | | | (short-code) | +| | | | | Email | +| | | | | notification | +| | | | | with option to | +| | | | | OPT-OUT OPT | +| | | | | OUT SOC CRU | +| | | | | Phone ZIRRLHDF | +| | | | | SMS | +| | | | | confirmation | +| | | | | Only Yes-Day | +| | | | | to Day Contact | +| | | | | IRCRNOAUT CRU | +| | | | | Tablet/MiFi/Lap | +| | | | | top ZIRRLHDF | +| | | | | n/a Yes- Day | +| | | | | to Day Contact | +| | | | | IRCRNOAUT | +| | | | | Here's What's | +| | | | | Included | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business (IDP) | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business – | +| | | | | Multiline | +| | | | | (IDPBM) $10 | +| | | | | daily fee for | +| | | | | each 24-hour | +| | | | | period. Fee | +| | | | | applies to each | +| | | | | line on the | +| | | | | billing account | +| | | | | that uses IDP. | +| | | | | Available with | +| | | | | any domestic | +| | | | | plan. Daily | +| | | | | fee for each | +| | | | | 24-hour period: | +| | | | | 1 line: $10 | +| | | | | 2-5 lines: 1 | +| | | | | line @ $10 1-4 | +| | | | | lines @ $5 each | +| | | | | 6 or more | +| | | | | lines: 4 | +| | | | | lines @ $5 each | +| | | | | 2 or more lines | +| | | | | @ 10 each | +| | | | | Fee applies to | +| | | | | each line on | +| | | | | the billing | +| | | | | account that | +| | | | | uses IDPBM. | +| | | | | Requires a | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan. One Low | +| | | | | Fee Per Day | +| | | | | Pay a daily fee | +| | | | | for each | +| | | | | 24-hour period | +| | | | | that the | +| | | | | customer talks, | +| | | | | texts, or uses | +| | | | | data within an | +| | | | | included | +| | | | | country. Text | +| | | | | messages | +| | | | | received are | +| | | | | rated as | +| | | | | domestic and do | +| | | | | not trigger a | +| | | | | daily fee. | +| | | | | Data Access | +| | | | | Data is drawn | +| | | | | from eligible | +| | | | | plan with same | +| | | | | data and speed | +| | | | | restrictions. | +| | | | | If domestic | +| | | | | plan includes | +| | | | | Video | +| | | | | Management, it | +| | | | | applies to the | +| | | | | international | +| | | | | package or | +| | | | | feature. If | +| | | | | IDP customer | +| | | | | exceeds the | +| | | | | amount of data | +| | | | | in the domestic | +| | | | | plan, overage | +| | | | | charges or data | +| | | | | speed reduction | +| | | | | up to 128Kbps | +| | | | | applies per | +| | | | | domestic plan.* | +| | | | | For Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan only: | +| | | | | After 50GB, | +| | | | | AT&T may | +| | | | | temporarily | +| | | | | slow data | +| | | | | speeds if the | +| | | | | network is | +| | | | | busy.* *If | +| | | | | data speed is | +| | | | | slowed, all | +| | | | | data use, | +| | | | | including audio | +| | | | | and video | +| | | | | streaming, | +| | | | | picture and | +| | | | | video | +| | | | | messaging, and | +| | | | | other types of | +| | | | | data may not | +| | | | | work. | +| | | | | Unlimited Calls | +| | | | | to the U.S. | +| | | | | Includes | +| | | | | cellular calls | +| | | | | from ID Source: | +| | | | | Content: set | +| | | | | those | +| | | | | expectations | +| | | | | with your | +| | | | | customers! | +| | | | | First, check to | +| | | | | see if the | +| | | | | customer’s | +| | | | | airline/flight | +| | | | | is eligible | +| | | | | here https://ww | +| | | | | w.aeromobile.ne | +| | | | | t/airlines/ | +| | | | | Second, if the | +| | | | | airline/flight | +| | | | | is eligible, | +| | | | | add | +| | | | | International | +| | | | | Day Pass to the | +| | | | | customer’s line | +| | | | | today.  If they | +| | | | | are on an | +| | | | | included | +| | | | | flight, then | +| | | | | IDP will work | +| | | | | once the | +| | | | | AeroMobile | +| | | | | cellular | +| | | | | network is | +| | | | | available, the | +| | | | | customer | +| | | | | registers on | +| | | | | the network and | +| | | | | receives a text | +| | | | | message from | +| | | | | AT&T that IDP | +| | | | | applies on | +| | | | | their flight. | +| | | | | Unlike a land | +| | | | | destination, | +| | | | | AT&T will NOT | +| | | | | automatically | +| | | | | enroll most | +| | | | | customers in | +| | | | | IDP when on an | +| | | | | eligible | +| | | | | AeroMobile | +| | | | | enabled | +| | | | | international | +| | | | | flight, the | +| | | | | customer should | +| | | | | add it prior to | +| | | | | takeoff.  Let’s | +| | | | | review how IDP | +| | | | | (and Passport) | +| | | | | works on | +| | | | | AeroMobile | +| | | | | enabled | +| | | | | international | +| | | | | flights. | +| | | | | Starting | +| | | | | Service on an | +| | | | | eligible | +| | | | | AeroMobile | +| | | | | airline/flight: | +| | | | | Per FAA | +| | | | | guidelines, | +| | | | | devices must be | +| | | | | powered off | +| | | | | until the | +| | | | | airline crew | +| | | | | advises them | +| | | | | it’s OK to | +| | | | | power on their | +| | | | | devices IDP | +| | | | | and Passport | +| | | | | Customers will | +| | | | | have access to | +| | | | | the AeroMobile | +| | | | | network when | +| | | | | the airplane | +| | | | | reaches 20,000 | +| | | | | ft cruising | +| | | | | altitude and is | +| | | | | 200 miles | +| | | | | outside of | +| | | | | domestic | +| | | | | airspace.   To | +| | | | | register on the | +| | | | | AeroMobile in- | +| | | | | flight mobile | +| | | | | network: | +| | | | | After the | +| | | | | airline crew | +| | | | | advises that | +| | | | | passengers may | +| | | | | use cellular | +| | | | | devices,  | +| | | | | Customers must | +| | | | | have their | +| | | | | device powered | +| | | | | ON  Airplane | +| | | | | mode must be | +| | | | | turned OFF Wi- | +| | | | | Fi must be | +| | | | | turned OFF  | +| | | | | Cellular Data | +| | | | | and Data | +| | | | | Roaming must be | +| | | | | turned ON | +| | | | | Within 20 | +| | | | | seconds of | +| | | | | registration, | +| | | | | customers will | +| | | | | receive a | +| | | | | welcome message | +| | | | | from AeroMobile | +| | | | | (per FAA | +| | | | | aviation | +| | | | | regulations) | +| | | | | informing them | +| | | | | that they are | +| | | | | accessing in- | +| | | | | flight phone | +| | | | | services. | +| | | | | Shortly after | +| | | | | the AeroMobile | +| | | | | welcome | +| | | | | message, | +| | | | | customers will | +| | | | | receive the | +| | | | | AT&T message | +| | | | | indicating that | +| | | | | usage is | +| | | | | included in | +| | | | | their IDP or | +| | | | | Passport plan. | +| | | | | NOTE: | +| | | | |  Customers DO | +| | | | | NOT need to | +| | | | | connect to the | +| | | | | airline’s in- | +| | | | | flight Wi-Fi | +| | | | | network to use | +| | | | | AeroMobile’s | +| | | | | in-flight | +| | | | | cellular | +| | | | | network. Using | +| | | | | in-flight Wi-Fi | +| | | | | is the | +| | | | | customer’s | +| | | | | decision and | +| | | | | will result in | +| | | | | additional | +| | | | | costs to select | +| | | | | the airline’s | +| | | | | Wi-Fi network. | +| | | | | Customers | +| | | | | should turn off | +| | | | | Wi-Fi on their | +| | | | | device to use | +| | | | | the in-flight | +| | | | | cellular | +| | | | | network. | +| | | | | Customers who | +| | | | | did NOT add IDP | +| | | | | or Passport | +| | | | | will NOT get | +| | | | | prompted to add | +| | | | | IDP. There | +| | | | | should be no | +| | | | | PPU cellular | +| | | | | service | +| | | | | available. | +| | | | | Ending Service: | +| | | | | AeroMobile in- | +| | | | | flight network | +| | | | | turns off for | +| | | | | new connections | +| | | | | upon descending | +| | | | | to 20,000 ft. | +| | | | | Customers who | +| | | | | are already | +| | | | | connected to | +| | | | | the AeroMobile | +| | | | | in-flight | +| | | | | cellular | +| | | | | network will be | +| | | | | disconnected at | +| | | | | 16,400 ft.  | +| | | | | Connected | +| | | | | customers will | +| | | | | get a warning | +| | | | | that service | +| | | | | will be turned | +| | | | | off. The | +| | | | | AeroMobile in- | +| | | | | flight cellular | +| | | | | network is | +| | | | | powered off | +| | | | | after the | +| | | | | 16,400 ft cut | +| | | | | off and is not | +| | | | | active again | +| | | | | until the next | +| | | | | flight when the | +| | | | | plane reaches | +| | | | | 20,000 ft | +| | | | | cruising | +| | | | | altitude again. | +| | | | | FAQ When does | +| | | | | the 24-hour | +| | | | | access to the | +| | | | | domestic plan | +| | | | | begin and end? | +| | | | | Following | +| | | | | enrollment, | +| | | | | while in an | +| | | | | IDPIDP or IDPBM | +| | | | | country, the | +| | | | | 24-hour access | +| | | | | begins the | +| | | | | first time | +| | | | | customers use | +| | | | | their device | +| | | | | (this includes | +| | | | | background data | +| | | | | usage), and | +| | | | | ends 24 hours | +| | | | | later. It is | +| | | | | not limited to | +| | | | | a calendar day. | +| | | | | Are customers | +| | | | | notified when | +| | | | | the daily fee | +| | | | | is incurred or | +| | | | | the 24-hour | +| | | | | period begins | +| | | | | or ends? No. | +| | | | | Since daily | +| | | | | charges are not | +| | | | | calculated | +| | | | | until the end | +| | | | | of the billing | +| | | | | period, it is | +| | | | | not possible | +| | | | | for AT&T to | +| | | | | inform them | +| | | | | when the fee is | +| | | | | incurred, nor | +| | | | | when the | +| | | | | 24-hour period | +| | | | | begins or ends. | +| | | | | The daily fees | +| | | | | are not | +| | | | | available to be | +| | | | | displayed as | +| | | | | pending | +| | | | | charges.What is | +| | | | | the maximum | +| | | | | amount of time | +| | | | | a customer can | +| | | | | travel | +| | | | | internationally | +| | | | | and use | +| | | | | IDP?Customers | +| | | | | can travel | +| | | | | every month and | +| | | | | use IDP. The | +| | | | | key word is | +| | | | | "travel". | +| | | | | International | +| | | | | Day Pass is a | +| | | | | travel product | +| | | | | and not a | +| | | | | permanent out | +| | | | | of country cell | +| | | | | phone plan. A | +| | | | | customer who is | +| | | | | permanently out | +| | | | | of the country | +| | | | | should obtain | +| | | | | service from a | +| | | | | local in- | +| | | | | country | +| | | | | provider. When | +| | | | | is ILD charged | +| | | | | in an IDP/IDPBM | +| | | | | country? | +| | | | | Calling From | +| | | | | Calling To U.S | +| | | | | IDP Country | +| | | | | Non-IDP Country | +| | | | | IDP Country | +| | | | | Included in | +| | | | | home plan | +| | | | | minutes | +| | | | | Included in | +| | | | | home plan | +| | | | | minutes | +| | | | | Charged based | +| | | | | on subscriber's | +| | | | | features. Non- | +| | | | | IDP Country | +| | | | | Charged based | +| | | | | on subscriber's | +| | | | | features Some | +| | | | | existing | +| | | | | International | +| | | | | services/SOCs | +| | | | | will not be | +| | | | | compatible with | +| | | | | IDP and IDPBM; | +| | | | | what is the | +| | | | | latest list? | +| | | | | Non-Compatible | +| | | | | SOC List What | +| | | | | Notifications | +| | | | | does the | +| | | | | customer | +| | | | | receive? Reply | +| | | | | to Buy Message | +| | | | | Flow for IDP | +| | | | | Description | +| | | | | Message Day | +| | | | | Pass Landing | +| | | | | Message - | +| | | | | Source: | +| | | | | Content: News & | +| | | | | UpdatesEffectiv | +| | | | | e May 10, 2023: | +| | | | | Passport (OTC | +| | | | | and Recurring) | +| | | | | packages and | +| | | | | AT&T Passport | +| | | | | Pro were | +| | | | | grandfathered | +| | | | | for | +| | | | | Business/CRU | +| | | | | subscribers.  | +| | | | | Recurring Passp | +| | | | | ort/Passport | +| | | | | Pro subscribers | +| | | | | can keep their | +| | | | | package until | +| | | | | they expire it. | +| | | | | New AT&T | +| | | | | Business | +| | | | | Passport (22GB) | +| | | | | offer launched | +| | | | | to market. | +| | | | |  Details can be | +| | | | | found in AT&T | +| | | | | Business | +| | | | | Passport - | +| | | | | BCSS. | +| | | | | Effective | +| | | | | November 1, | +| | | | | 2022: Lebanon | +| | | | | is no longer | +| | | | | included in IDP | +| | | | | or Passport/Pas | +| | | | | sport Pro and | +| | | | | cellular data | +| | | | | service is no | +| | | | | longer | +| | | | | available | +| | | | | there.  Voice | +| | | | | and texting | +| | | | | will be | +| | | | | available at | +| | | | | Pay-Per-Use | +| | | | | rates only. | +| | | | | Select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights will be | +| | | | | included in IDP | +| | | | | and Passport/Pa | +| | | | | ssport Pro | +| | | | | Travel with | +| | | | | peace of | +| | | | | mindShare your | +| | | | | travel | +| | | | | adventures with | +| | | | | unlimited | +| | | | | texts.Pay for | +| | | | | one month or | +| | | | | set up | +| | | | | recurring | +| | | | | charges for | +| | | | | extended | +| | | | | trips.Stay | +| | | | | connected in | +| | | | | over 210 | +| | | | | countries. | +| | | | | Note: See | +| | | | | Feature and | +| | | | | Plans | +| | | | | Compatibility | +| | | | | List for | +| | | | | important | +| | | | | billing and | +| | | | | plan | +| | | | | comparisons. | +| | | | | Pick your plan | +| | | | | AT&T Passport | +| | | | | 2GB (CRU only) | +| | | | |   AT&T | +| | | | | Passport 6GB | +| | | | | (CRU only) | +| | | | |   AT&T | +| | | | | Passport Pro | +| | | | | 10GB   | +| | | | | $70 mo./per | +| | | | | device   $140 | +| | | | | mo./per device | +| | | | |   $200 mo./per | +| | | | | device | +| | | | | One-time charge | +| | | | | or recurring.Ov | +| | | | | erage: $30/GB | +| | | | | One-time | +| | | | | charge or recur | +| | | | | ring.Overage: | +| | | | | $30/GB   | +| | | | | Recurring | +| | | | | only.No | +| | | | | Overage.Data | +| | | | | speed slows to | +| | | | | max of 256Kbps | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD70Recurrin | +| | | | | g: IRRPAD70 | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD140Recurri | +| | | | | ng: IRRPAD140 | +| | | | | Includes 250 | +| | | | | minutesOverage: | +| | | | | $0.45 per | +| | | | | minute AT&T | +| | | | | International | +| | | | | Calling include | +| | | | | dSOCsOTC: | +| | | | | N/ARecurring: | +| | | | | IRPPRO200 | +| | | | | See details. | +| | | | | See details. | +| | | | | See details. | +| | | | | Up to 30 days: | +| | | | | Plans auto- | +| | | | | expire 30 days | +| | | | | after the | +| | | | | effective | +| | | | | date.30+ days: | +| | | | | Monthly | +| | | | | recurring plans | +| | | | | for smartphone/ | +| | | | | feature phone | +| | | | | devices & data | +| | | | | only devices | +| | | | | require the | +| | | | | customer to | +| | | | | retain the plan | +| | | | | for a minimum | +| | | | | of 2 months. (1 | +| | | | | month for AT&T | +| | | | | Passport Pro). | +| | | | |   Plans Prior | +| | | | | to October 16, | +| | | | | 2019 Make the | +| | | | | most of your | +| | | | | travels Turn | +| | | | | off your | +| | | | | messaging apps, | +| | | | | disable | +| | | | | automatic | +| | | | | updates and | +| | | | | background | +| | | | | refreshes to | +| | | | | make your data | +| | | | | go further. | +| | | | | Keep track of | +| | | | | your data | +| | | | | usage: iOS | +| | | | | device: | +| | | | | Go to Settings | +| | | | | > Cellular. | +| | | | | Scroll to the | +| | | | | bottom and tap | +| | | | | Reset | +| | | | | Statistics. | +| | | | | Android device: | +| | | | | Usage is | +| | | | | tracked by bill | +| | | | | cycle. Make a | +| | | | | note of how | +| | | | | much data has | +| | | | | been used when | +| | | | | you arrive. You | +| | | | | can also search | +| | | | | for a data | +| | | | | usage app on | +| | | | | Google Play. | +| | | | | With Wi-Fi | +| | | | | Calling, you | +| | | | | can call back | +| | | | | to the U.S. at | +| | | | | no additional | +| | | | | charge. If | +| | | | | you have AT&T | +| | | | | Passport, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | country you're | +| | | | | in, are billed | +| | | | | at the low | +| | | | | Passport per- | +| | | | | minute rate. | +| | | | | If you have | +| | | | | AT&T Passport | +| | | | | Pro, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | one you're in, | +| | | | | are included in | +| | | | | your package | +| | | | | minutes. | +| | | | | For more | +| | | | | information, | +| | | | | read the AT&T | +| | | | | Passport travel | +| | | | | tips. The | +| | | | | Rules! | +| | | | | Customer has | +| | | | | less than 90 | +| | | | | days tenure? | +| | | | | BCSS - transfer | +| | | | | to Fraud | +| | | | | following | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | (available to | +| | | | | BCSS, Mobility | +| | | | | - CLG, CS - ATS | +| | | | | /PAC/Prepaid/MS | +| | | | | &S, VSE, Fraud, | +| | | | | and NSP - | +| | | | | External) Do | +| | | | | not add plans | +| | | | | during the | +| | | | | processing of | +| | | | | BAN-to-BAN | +| | | | | moves, CTN | +| | | | | change, cancel | +| | | | | or suspension. | +| | | | | Duplicate | +| | | | | charges bill if | +| | | | | you do. Remove | +| | | | | the | +| | | | | International | +| | | | | Roaming Block | +| | | | | (NIRM) feature | +| | | | | before adding | +| | | | | the plan: | +| | | | | The customer | +| | | | | may contact | +| | | | | AT&T to re-add | +| | | | | it when they | +| | | | | return from | +| | | | | their travels. | +| | | | | Only one at a | +| | | | | time! Just one | +| | | | | plan can be | +| | | | | active on a CTN | +| | | | | at a time: | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 86 | [] | Was there a | I don't | Content: N: | +| | | Modification | know. Can | Customer has | +| | | to Unlimited | you provide | usage on/in: | +| | | Domestic and | more context | How the | +| | | Internationa | or | customer's | +| | | l Plans on | information | usage rated: | +| | | cruise | about the | Cruise package | +| | | ships? | specific | Cruise ship | +| | | | plan you are | Mexico Canada | +| | | | referring | A Caribbean | +| | | | to? | Island | +| | | | | Mexico and | +| | | | | Canada rated by | +| | | | | the domestic | +| | | | | rate plan. | +| | | | | Only Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. All | +| | | | | other usage in | +| | | | | IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. See | +| | | | | Cruise packages | +| | | | | for additional | +| | | | | support. | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: 't | +| | | | | cover the | +| | | | | customer's | +| | | | | cruise? If | +| | | | | your Cruise | +| | | | | doesn't qualify | +| | | | | for a Cruise | +| | | | | package No | +| | | | | problem! Your | +| | | | | device | +| | | | | may still work, | +| | | | | but your usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates. Talk | +| | | | | for $3.00 | +| | | | | Text: | +| | | | | $0.50/message, | +| | | | | $1.30/picture | +| | | | | or video | +| | | | | message Data: | +| | | | | $2.05/MB | +| | | | | ($.002/KB)** | +| | | | | Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and | +| | | | | video messages | +| | | | | received.**Usag | +| | | | | e is calculated | +| | | | | in full | +| | | | | kilobyte | +| | | | | increments | +| | | | | ($0.002/KB) and | +| | | | | rounded up to | +| | | | | the next full- | +| | | | | kilobyte | +| | | | | increment. | +| | | | | Details | +| | | | | Eligibility | +| | | | | Requirements & | +| | | | | Restrictions ✔ | +| | | | | Must meet | +| | | | | international | +| | | | | eligibility | +| | | | | requirements. | +| | | | | ✔ Available to | +| | | | | Consumer/IRU/CR | +| | | | | U, FirstNet and | +| | | | | AT&T Signature | +| | | | | Program (SIG) | +| | | | | customers. ✔ | +| | | | | Work with any | +| | | | | domestic rate | +| | | | | plan. ✔ | +| | | | | Required per | +| | | | | CTN. ✔ | +| | | | | Available | +| | | | | for smartphone | +| | | | | and for tablets | +| | | | |  (wearables and | +| | | | | connected car | +| | | | | are excluded). | +| | | | | ✔ Private | +| | | | | yachts, river | +| | | | | cruises, and | +| | | | | ferries do not | +| | | | | qualify for | +| | | | | Cruise OTC | +| | | | | packages. ✔ | +| | | | | Usage is | +| | | | | discounted by | +| | | | | package on over | +| | | | | 175 cruise | +| | | | | ships. ✔ Usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates on other | +| | | | | cruise ships. | +| | | | | Selling Tips | +| | | | | Help Consumer | +| | | | | customers | +| | | | | purchase a | +| | | | | package1 in 3 | +| | | | | different ways: | +| | | | | Direct the | +| | | | | customer to | +| | | | | their myAT&T | +| | | | | account and | +| | | | | follow the | +| | | | | international | +| | | | | guided flow. | +| | | | | Business | +| | | | | customers can | +| | | | | purchase a | +| | | | | package by | +| | | | | calling | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS). | +| | | | | Suggest adding | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business or | +| | | | | AT&T Business | +| | | | | Passport to | +| | | | | cover usage on | +| | | | | land or in | +| | | | | port. | +| | | | | 1Packages are | +| | | | | not available | +| | | | | for | +| | | | | provisioning | +| | | | | via OPUS, | +| | | | | Premier, or the | +| | | | | IVR.2The myAT&T | +| | | | | international | +| | | | | guided flow is | +| | | | | frequently | +| | | | | updated; | +| | | | | screenshots may | +| | | | | not always | +| | | | | match the | +| | | | | actual | +| | | | | experience. | +| | | | | Additional Plan | +| | | | | Information | +| | | | | Cruise Packages | +| | | | | Details $60 | +| | | | | AT&T Cruise | +| | | | | Basic $100 | +| | | | | AT&T Cruise | +| | | | | Plus Price | +| | | | | $60 $100 | +| | | | | Eligible | +| | | | | Devices | +| | | | | Smartphones | +| | | | | only | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Minutes(Calls | +| | | | | made or | +| | | | | received while | +| | | | | international | +| | | | | roaming) | +| | | | | 100Overage: | +| | | | | $1/minute | +| | | | | Unlimited | +| | | | | Messages sent | +| | | | | (text, picture, | +| | | | | or video) while | +| | | | | international | +| | | | | roaming | +| | | | | (Domestic rates | +| | | | | apply to | +| | | | | messages | +| | | | | received) | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Cellular Data | +| | | | | (International | +| | | | | roaming) | +| | | | | 100MBOverage: | +| | | | | $10 per 100MB | +| | | | | 1GBOverage: $10 | +| | | | | per 100MB CRU | +| | | | | SOC IRCSPVMD | +| | | | | IRCSP1GB | +| | | | | FirstNet SOC | +| | | | | (Black SIM) | +| | | | | FNCSPVMD | +| | | | | FNCSP1GB | +| | | | | FirstNet AT&T | +| | | | | SOC(Orange SIM) | +| | | | | IRCSPVMD | +| | | | | IRCSP1GB Other | +| | | | | Details The | +| | | | | customer's | +| | | | | device is | +| | | | | registered on | +| | | | | the ship's | +| | | | | cellular | +| | | | | network when | +| | | | | Cellular at | +| | | | | Sea, 901-18 or | +| | | | | NOR-18 displays | +| | | | | on the device | +| | | | | in the upper- | +| | | | | left side of | +| | | | | the device's | +| | | | | screen. The | +| | | | | customer's | +| | | | | device switches | +| | | | | and registers | +| | | | | on a cellular | +| | | | | network from a | +| | | | | provider in the | +| | | | | country as the | +| | | | | ship approaches | +| | | | | land. When | +| | | | | ships are | +| | | | | docked or | +| | | | | tendered at a | +| | | | | U.S. port, | +| | | | | including | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands, and | +| | | | | the customer is | +| | | | | connected to a | +| | | | | land-based | +| | | | | cellular | +| | | | | carrier, usage | +| | | | | onboard the | +| | | | | ship is billed | +| | | | | at domestic | +| | | | | rates. The OTC | +| | | | | charge: | +| | | | | Bills only once | +| | | | | on the | +| | | | | package's | +| | | | | effective date, | +| | | | | even if the | +| | | | | package crosses | +| | | | | a bill cycle. | +| | | | | Does not pro- | +| | | | | rate. Will | +| | | | | bill once its | +| | | | | effective date | +| | | | | has passed. | +| | | | | Will not bill | +| | | | | if the package | +| | | | | is expired | +| | | | | before or on | +| | | | | its effective | +| | | | | date. Cruise | +| | | | | ships are not | +| | | | | included in | +| | | | | AT&T Business | +| | | | | Passport or | +| | | | | International | +| | | | | Day Pass for Bu | +| | | | | siness packages | +| | | | | . Billing | +| | | | | Priorities | +| | | | | International | +| | | | | usage is rated | +| | | | | in this billing | +| | | | | priority: 1st | +| | | | | - Domestic Rate | +| | | | | Plan, if it | +| | | | | includes | +| | | | | roaming | +| | | | | coverage in | +| | | | | international | +| | | | | countries | +| | | | | (example Mexico | +| | | | | and/or | +| | | | | Canada)2nd - | +| | | | | International | +| | | | | Day Pass3rd - | +| | | | | Passport4th - | +| | | | | AT&T Cruise | +| | | | | Ship Package5th | +| | | | | - Pay per use | +| | | | | Examples of how | +| | | | | rating occurs: | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that | +| | | | | includes Mexico | +| | | | | and Canada. | +| | | | | Extras on | +| | | | | customer's CT | +| | | | | Source: | +| | | | | Content: T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages. | +| | | | | Review Rates | +| | | | | and Coverage | +| | | | | Only offer | +| | | | | current | +| | | | | available | +| | | | | offers. | +| | | | | External Site | +| | | | | www.att.com/glo | +| | | | | bal 4 | +| | | | | Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T | +| | | | | World: www.att. | +| | | | | com/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Roaming | +| | | | | Refer to How to | +| | | | | Use Your Phone | +| | | | | Outside of the | +| | | | | U.S. - BCSS. | +| | | | | Calls placed or | +| | | | | received from | +| | | | | cruise ships | +| | | | | are not | +| | | | | discounted. | +| | | | | For rates and | +| | | | | details, see | +| | | | | AT&T Cruise | +| | | | | One-Time Charge | +| | | | | (OTC) | +| | | | | Packages.  | +| | | | | Provide the | +| | | | | external number | +| | | | | (+1.314.925.692 | +| | | | | 5) for troubles | +| | | | | hooting.  | +| | | | | This call is | +| | | | | free from the | +| | | | | customer's | +| | | | | wireless phone | +| | | | | while traveling | +| | | | | internationally | +| | | | | .  There is a | +| | | | | charge if the | +| | | | | call is from a | +| | | | | wired phone; | +| | | | | however, AT&T | +| | | | | obtains a | +| | | | | callback number | +| | | | | and calls the | +| | | | | customer back | +| | | | | to minimize | +| | | | | costs to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key.  | +| | | | | For BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | International | +| | | | | Traveling - | +| | | | | Passport or | +| | | | | Global | +| | | | | Messaging | +| | | | | features | +| | | | | Sending - | +| | | | | Messages are | +| | | | | unlimited and | +| | | | | do not draw | +| | | | | from a domestic | +| | | | | messaging plan: | +| | | | | ◦No matter | +| | | | | where you send | +| | | | | it (individual | +| | | | | to individual | +| | | | | only) | +| | | | | Example: While | +| | | | | in Italy, | +| | | | | sending a | +| | | | | message to | +| | | | | someone else in | +| | | | | Italy, or | +| | | | | someone back to | +| | | | | the U.S.  | +| | | | | Receiving - | +| | | | | Domestic | +| | | | | messaging rate | +| | | | | applies to | +| | | | | messages | +| | | | | received: | +| | | | | Messages can | +| | | | | come from any | +| | | | | international | +| | | | | location, or | +| | | | | from the U.S.  | +| | | | | Customers with | +| | | | | an unlimited | +| | | | | messaging | +| | | | | domestic plan, | +| | | | | such as Mobile | +| | | | | Share Advantage | +| | | | | plans, receive | +| | | | | unlimited | +| | | | | messaging while | +| | | | | traveling.  | +| | | | | Voicemail | +| | | | | Voicemail | +| | | | | Charges If | +| | | | | the device is | +| | | | | turned on and | +| | | | | registering on | +| | | | | a foreign | +| | | | | carrier's | +| | | | | GSM/GPRS/UMTS | +| | | | | network, | +| | | | | unanswered | +| | | | | calls that | +| | | | | route to the | +| | | | | AT&T voicemail | +| | | | | system are | +| | | | | charged as an | +| | | | | international | +| | | | | roaming | +| | | | | incoming call | +| | | | | to the device. | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming.  | +| | | | | Visual | +| | | | | Voicemail ( | +| | | | | Source: | +| | | | | Content: | +| | | | |  Airlines and | +| | | | | aircraft are | +| | | | | subject to | +| | | | | change without | +| | | | | notice. | +| | | | | Passengers of | +| | | | | qualifying | +| | | | | airlines are | +| | | | | not guaranteed | +| | | | | to be on a | +| | | | | flight with | +| | | | | mobile | +| | | | | coverage. | +| | | | | Device must be | +| | | | | on, with | +| | | | | Airplane Mode | +| | | | | and Wi-Fi | +| | | | | turned off and | +| | | | | data roaming | +| | | | | and cellular | +| | | | | data turned on, | +| | | | | to use the | +| | | | | AeroMobile | +| | | | | network. | +| | | | | AeroMobile | +| | | | | service is | +| | | | | available only | +| | | | | at greater than | +| | | | | 200 nautical | +| | | | | miles outside | +| | | | | of the U.S. | +| | | | | border and | +| | | | | above 20,000 | +| | | | | feet cruising | +| | | | | altitude. In | +| | | | | the event of | +| | | | | satellite | +| | | | | interruption or | +| | | | | regulatory | +| | | | | constraint, | +| | | | | AeroMobile | +| | | | | services may be | +| | | | | disrupted or | +| | | | | disabled.Data: | +| | | | | Actual data | +| | | | | speeds vary by | +| | | | | device and | +| | | | | location. If | +| | | | | your domestic | +| | | | | plan includes | +| | | | | Video | +| | | | | Management, or | +| | | | | reduces video | +| | | | | streaming | +| | | | | speed, the same | +| | | | | will apply to | +| | | | | your Passport | +| | | | | Pro package. | +| | | | | Data allowance | +| | | | | must be used in | +| | | | | bill period | +| | | | | provided or | +| | | | | will be | +| | | | | forfeited. | +| | | | | Overage and | +| | | | | Data Speeds: | +| | | | | There are no | +| | | | | data overage | +| | | | | charges. | +| | | | | However, if you | +| | | | | use all your | +| | | | | Passport | +| | | | | package data, | +| | | | | all data usage | +| | | | | is slowed to a | +| | | | | max of 256Kbps | +| | | | | for the rest of | +| | | | | the bill cycle. | +| | | | | All data usage | +| | | | | will be | +| | | | | impacted and | +| | | | | may not be | +| | | | | fully functiona | +| | | | | l.Talk: For | +| | | | | phones only. | +| | | | | Minute | +| | | | | allowance must | +| | | | | be used in bill | +| | | | | period provided | +| | | | | or will be | +| | | | | forfeited. | +| | | | | Overage: If you | +| | | | | use all your | +| | | | | Passport Pro | +| | | | | package | +| | | | | minutes, a | +| | | | | $0.45 per | +| | | | | minute charge | +| | | | | applies to all | +| | | | | calls dialed | +| | | | | and accepted in | +| | | | | Passport | +| | | | | Destinations. | +| | | | | Wi-Fi Calling: | +| | | | | With Wi-Fi | +| | | | | Calling, you | +| | | | | can call back | +| | | | | to the U.S. at | +| | | | | no additional | +| | | | | charge. Calls | +| | | | | to other | +| | | | | destinations, | +| | | | | including the | +| | | | | Passport | +| | | | | Destination | +| | | | | you’re in, | +| | | | | deplete your | +| | | | | Passport Pro | +| | | | | calling | +| | | | | allowance and | +| | | | | may be billed | +| | | | | at the Passport | +| | | | | Pro per minute | +| | | | | rate.Unlimited | +| | | | | Text: For | +| | | | | phones only. | +| | | | | Applies only to | +| | | | | AT&T Short | +| | | | | Messaging | +| | | | | Service (SMS) | +| | | | | and Multimedia | +| | | | | Messaging | +| | | | | Service (MMS), | +| | | | | and not to | +| | | | | other messaging | +| | | | | services or | +| | | | | applications | +| | | | | that use data, | +| | | | | such as | +| | | | | iMessage. | +| | | | | Unless you have | +| | | | | a domestic plan | +| | | | | that includes | +| | | | | unlimited text, | +| | | | | messages | +| | | | | received in | +| | | | | Passport | +| | | | | Destinations | +| | | | | are charged at | +| | | | | your domestic | +| | | | | messaging rates | +| | | | | .International | +| | | | | Day Pass®: For | +| | | | | devices with an | +| | | | | active Passport | +| | | | | Pro package and | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for Business or | +| | | | | similar IDP | +| | | | | offer, IDP | +| | | | | charges will | +| | | | | apply in IDP | +| | | | | Destinations | +| | | | | and usage in | +| | | | | IDP | +| | | | | Destinations | +| | | | | will not | +| | | | | diminish the | +| | | | | Passport Pro | +| | | | | data or talk | +| | | | | allowance or | +| | | | | bill Passport | +| | | | | Pro calling | +| | | | | charges. If you | +| | | | | prefer to use | +| | | | | Passport Pro in | +| | | | | an IDP | +| | | | | Destination, | +| | | | | you must remove | +| | | | | IDP.Cruise | +| | | | | Packages: For | +| | | | | devices with an | +| | | | | active AT&T | +| | | | | Passport Pro | +| | | | | and AT&T Cruise | +| | | | | package, cruise | +| | | | | ship cellular | +| | | | | usage is rated | +| | | | | by the AT&T | +| | | | | Cruise package. | +| | | | |  Passport Pro | +| | | | | charges will | +| | | | | apply to land | +| | | | | usage in AT&T | +| | | | | Cruise included | +| | | | | destinations.In | +| | | | | ternational | +| | | | | Roaming Pay- | +| | | | | Per-Use Rates: | +| | | | | Apply when | +| | | | | package is | +| | | | | removed, when | +| | | | | traveling in | +| | | | | destinations | +| | | | | not included in | +| | | | | Passport Pro | +| | | | | and/or when you | +| | | | | have not added | +| | | | | a package. For | +| | | | | international | +| | | | | roaming pay- | +| | | | | per-use rates, | +| | | | | see att.com/int | +| | | | | lppurates.Servi | +| | | | | ce | +| | | | | Restrictions: | +| | | | | International | +| | | | | use aboard | +| | | | | cruise ships | +| | | | | and on airlines | +| | | | | /flights that | +| | | | | are not | +| | | | | AeroMobile- | +| | | | | enabled is not | +| | | | | included. Not | +| | | | | available for | +| | | | | wireless home | +| | | | | phone services, | +| | | | | connected | +| | | | | vehicles, or | +| | | | | connected | +| | | | | devices. | +| | | | | International | +| | | | | roaming pay- | +| | | | | per-use rates | +| | | | | will apply.AT&T | +| | | | | International | +| | | | | Calling (AIC): | +| | | | | For phones | +| | | | | only. | +| | | | | International | +| | | | | Long Distance | +| | | | | (ILD) Calling: | +| | | | | Includes | +| | | | | unlimited | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 85 | +| | | | | countries and | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | countries; | +| | | | | customers with | +| | | | | select domestic | +| | | | | plans that | +| | | | | include plan | +| | | | | use in Canada | +| | | | | and/or Mexico | +| | | | | can also call | +| | | | | from Canada | +| | | | | and/or Mexico. | +| | | | |  If your | +| | | | | domestic | +| | | | | postpaid | +| | | | | wireless plan | +| | | | | does not | +| | | | | include | +| | | | | unlimited talk, | +| | | | | ILD calls count | +| | | | | against the | +| | | | | monthly | +| | | | | allowance of | +| | | | | voice minutes | +| | | | | under your | +| | | | | domestic plan. | +| | | | | If you exceed | +| | | | | your plan’s | +| | | | | monthly | +| | | | | allowance, | +| | | | | overage charges | +| | | | | will apply. | +| | | | | Latin America: | +| | | | | For customers | +| | | | | with AT&T | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or another | +| | | | | domestic plan | +| | | | | that includes | +| | | | | Roam Latin | +| | | | | AmericaSM for | +| | | | | Business, calls | +| | | | | between | +| | | | | included Latin | +| | | | | American | +| | | | | countries (see | +| | | | | att.com/latamco | +| | | | | untries) and | +| | | | | from included | +| | | | | Latin American | +| | | | | countries to | +| | | | | the U.S. and | +| | | | | any | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for Business | +| | | | | included | +| | | | | destinations | +| | | | | are rated by | +| | | | | Roam Latin | +| | | | | America for | +| | | | | Business.  AIC | +| | | | | discounted | +| | | | | calling will | +| | | | | apply only to | +| | | | | ILD calls from | +| | | | | included Latin | +| | | | | American | +| | | | | countries to | +| | | | | over 10 non-IDP | +| | | | | destinations. | +| | | | |  AIC Countries: | +| | | | | For details on | +| | | | | AIC countries | +| | | | | and rates, go | +| | | | | to att.com/intl | +| | | | | calling (see | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | countries). | +| | | | | Calling to some | +| | | | | countries may | +| | | | | not be | +| | | | | available. | +| | | | | Calls to | +| | | | | special | +| | | | | services, such | +| | | | | as Premium | +| | | | | Rated Services, | +| | | | | may cost more. | +| | | | | Countries and | +| | | | | rates are | +| | | | | subject to | +| | | | | change without | +| | | | | notice. ILD | +| | | | | Pay-Per-Use | +| | | | | Rates: Apply | +| | | | | when Passport | +| | | | | Pro package is | +| | | | | removed, when | +| | | | | calling numbers | +| | | | | not included in | +| | | | | AIC, and/or | +| | | | | when you have | +| | | | | not added an | +| | | | | ILD package. | +| | | | | For ILD pay- | +| | | | | per-use rates, | +| | | | | see att.com/int | +| | | | | lcalling. | +| | | | | Restrictions: | +| | | | | Source: | +| | | | | Content: News & | +| | | | | UpdatesEffectiv | +| | | | | e May 10, 2023: | +| | | | | Passport (OTC | +| | | | | and Recurring) | +| | | | | packages and | +| | | | | AT&T Passport | +| | | | | Pro were | +| | | | | grandfathered | +| | | | | for | +| | | | | Business/CRU | +| | | | | subscribers.  | +| | | | | Recurring Passp | +| | | | | ort/Passport | +| | | | | Pro subscribers | +| | | | | can keep their | +| | | | | package until | +| | | | | they expire it. | +| | | | | New AT&T | +| | | | | Business | +| | | | | Passport (22GB) | +| | | | | offer launched | +| | | | | to market. | +| | | | |  Details can be | +| | | | | found in AT&T | +| | | | | Business | +| | | | | Passport - | +| | | | | BCSS. | +| | | | | Effective | +| | | | | November 1, | +| | | | | 2022: Lebanon | +| | | | | is no longer | +| | | | | included in IDP | +| | | | | or Passport/Pas | +| | | | | sport Pro and | +| | | | | cellular data | +| | | | | service is no | +| | | | | longer | +| | | | | available | +| | | | | there.  Voice | +| | | | | and texting | +| | | | | will be | +| | | | | available at | +| | | | | Pay-Per-Use | +| | | | | rates only. | +| | | | | Select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights will be | +| | | | | included in IDP | +| | | | | and Passport/Pa | +| | | | | ssport Pro | +| | | | | Travel with | +| | | | | peace of | +| | | | | mindShare your | +| | | | | travel | +| | | | | adventures with | +| | | | | unlimited | +| | | | | texts.Pay for | +| | | | | one month or | +| | | | | set up | +| | | | | recurring | +| | | | | charges for | +| | | | | extended | +| | | | | trips.Stay | +| | | | | connected in | +| | | | | over 210 | +| | | | | countries. | +| | | | | Note: See | +| | | | | Feature and | +| | | | | Plans | +| | | | | Compatibility | +| | | | | List for | +| | | | | important | +| | | | | billing and | +| | | | | plan | +| | | | | comparisons. | +| | | | | Pick your plan | +| | | | | AT&T Passport | +| | | | | 2GB (CRU only) | +| | | | |   AT&T | +| | | | | Passport 6GB | +| | | | | (CRU only) | +| | | | |   AT&T | +| | | | | Passport Pro | +| | | | | 10GB   | +| | | | | $70 mo./per | +| | | | | device   $140 | +| | | | | mo./per device | +| | | | |   $200 mo./per | +| | | | | device | +| | | | | One-time charge | +| | | | | or recurring.Ov | +| | | | | erage: $30/GB | +| | | | | One-time | +| | | | | charge or recur | +| | | | | ring.Overage: | +| | | | | $30/GB   | +| | | | | Recurring | +| | | | | only.No | +| | | | | Overage.Data | +| | | | | speed slows to | +| | | | | max of 256Kbps | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD70Recurrin | +| | | | | g: IRRPAD70 | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD140Recurri | +| | | | | ng: IRRPAD140 | +| | | | | Includes 250 | +| | | | | minutesOverage: | +| | | | | $0.45 per | +| | | | | minute AT&T | +| | | | | International | +| | | | | Calling include | +| | | | | dSOCsOTC: | +| | | | | N/ARecurring: | +| | | | | IRPPRO200 | +| | | | | See details. | +| | | | | See details. | +| | | | | See details. | +| | | | | Up to 30 days: | +| | | | | Plans auto- | +| | | | | expire 30 days | +| | | | | after the | +| | | | | effective | +| | | | | date.30+ days: | +| | | | | Monthly | +| | | | | recurring plans | +| | | | | for smartphone/ | +| | | | | feature phone | +| | | | | devices & data | +| | | | | only devices | +| | | | | require the | +| | | | | customer to | +| | | | | retain the plan | +| | | | | for a minimum | +| | | | | of 2 months. (1 | +| | | | | month for AT&T | +| | | | | Passport Pro). | +| | | | |   Plans Prior | +| | | | | to October 16, | +| | | | | 2019 Make the | +| | | | | most of your | +| | | | | travels Turn | +| | | | | off your | +| | | | | messaging apps, | +| | | | | disable | +| | | | | automatic | +| | | | | updates and | +| | | | | background | +| | | | | refreshes to | +| | | | | make your data | +| | | | | go further. | +| | | | | Keep track of | +| | | | | your data | +| | | | | usage: iOS | +| | | | | device: | +| | | | | Go to Settings | +| | | | | > Cellular. | +| | | | | Scroll to the | +| | | | | bottom and tap | +| | | | | Reset | +| | | | | Statistics. | +| | | | | Android device: | +| | | | | Usage is | +| | | | | tracked by bill | +| | | | | cycle. Make a | +| | | | | note of how | +| | | | | much data has | +| | | | | been used when | +| | | | | you arrive. You | +| | | | | can also search | +| | | | | for a data | +| | | | | usage app on | +| | | | | Google Play. | +| | | | | With Wi-Fi | +| | | | | Calling, you | +| | | | | can call back | +| | | | | to the U.S. at | +| | | | | no additional | +| | | | | charge. If | +| | | | | you have AT&T | +| | | | | Passport, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | country you're | +| | | | | in, are billed | +| | | | | at the low | +| | | | | Passport per- | +| | | | | minute rate. | +| | | | | If you have | +| | | | | AT&T Passport | +| | | | | Pro, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | one you're in, | +| | | | | are included in | +| | | | | your package | +| | | | | minutes. | +| | | | | For more | +| | | | | information, | +| | | | | read the AT&T | +| | | | | Passport travel | +| | | | | tips. The | +| | | | | Rules! | +| | | | | Customer has | +| | | | | less than 90 | +| | | | | days tenure? | +| | | | | BCSS - transfer | +| | | | | to Fraud | +| | | | | following | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | (available to | +| | | | | BCSS, Mobility | +| | | | | - CLG, CS - ATS | +| | | | | /PAC/Prepaid/MS | +| | | | | &S, VSE, Fraud, | +| | | | | and NSP - | +| | | | | External) Do | +| | | | | not add plans | +| | | | | during the | +| | | | | processing of | +| | | | | BAN-to-BAN | +| | | | | moves, CTN | +| | | | | change, cancel | +| | | | | or suspension. | +| | | | | Duplicate | +| | | | | charges bill if | +| | | | | you do. Remove | +| | | | | the | +| | | | | International | +| | | | | Roaming Block | +| | | | | (NIRM) feature | +| | | | | before adding | +| | | | | the plan: | +| | | | | The customer | +| | | | | may contact | +| | | | | AT&T to re-add | +| | | | | it when they | +| | | | | return from | +| | | | | their travels. | +| | | | | Only one at a | +| | | | | time! Just one | +| | | | | plan can be | +| | | | | active on a CTN | +| | | | | at a time: | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 87 | [] | What if a | If a | Content: N: | +| | | customer | customer | Customer has | +| | | calls in to | calls in to | usage on/in: | +| | | add the | add the | How the | +| | | cruise ship | cruise ship | customer's | +| | | package | package | usage rated: | +| | | after they | after they | Cruise package | +| | | have been on | have been on | Cruise ship | +| | | a qualifying | a qualifying | Mexico Canada | +| | | ship for a | ship for a | A Caribbean | +| | | few days and | few days and | Island | +| | | incurred | incurred | Mexico and | +| | | usage? | usage, they | Canada rated by | +| | | | will still | the domestic | +| | | | be charged | rate plan. | +| | | | at Pay-Per- | Only Cruise | +| | | | Use rates | ship usage is | +| | | | for the | rated by the | +| | | | usage | cruise ship | +| | | | incurred | package. All | +| | | | before the | other usage in | +| | | | package was | IDP/Passport | +| | | | added. The | destinations is | +| | | | package will | rated by | +| | | | only cover | IDP/Passport if | +| | | | usage from | added, | +| | | | the | otherwise will | +| | | | effective | rate as pay- | +| | | | date of the | per-use. See | +| | | | package | Cruise packages | +| | | | onward. | for additional | +| | | | (Source: | support. | +| | | | context | Customer has a | +| | | | information) | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: 't | +| | | | | cover the | +| | | | | customer's | +| | | | | cruise? If | +| | | | | your Cruise | +| | | | | doesn't qualify | +| | | | | for a Cruise | +| | | | | package No | +| | | | | problem! Your | +| | | | | device | +| | | | | may still work, | +| | | | | but your usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates. Talk | +| | | | | for $3.00 | +| | | | | Text: | +| | | | | $0.50/message, | +| | | | | $1.30/picture | +| | | | | or video | +| | | | | message Data: | +| | | | | $2.05/MB | +| | | | | ($.002/KB)** | +| | | | | Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and | +| | | | | video messages | +| | | | | received.**Usag | +| | | | | e is calculated | +| | | | | in full | +| | | | | kilobyte | +| | | | | increments | +| | | | | ($0.002/KB) and | +| | | | | rounded up to | +| | | | | the next full- | +| | | | | kilobyte | +| | | | | increment. | +| | | | | Details | +| | | | | Eligibility | +| | | | | Requirements & | +| | | | | Restrictions ✔ | +| | | | | Must meet | +| | | | | international | +| | | | | eligibility | +| | | | | requirements. | +| | | | | ✔ Available to | +| | | | | Consumer/IRU/CR | +| | | | | U, FirstNet and | +| | | | | AT&T Signature | +| | | | | Program (SIG) | +| | | | | customers. ✔ | +| | | | | Work with any | +| | | | | domestic rate | +| | | | | plan. ✔ | +| | | | | Required per | +| | | | | CTN. ✔ | +| | | | | Available | +| | | | | for smartphone | +| | | | | and for tablets | +| | | | |  (wearables and | +| | | | | connected car | +| | | | | are excluded). | +| | | | | ✔ Private | +| | | | | yachts, river | +| | | | | cruises, and | +| | | | | ferries do not | +| | | | | qualify for | +| | | | | Cruise OTC | +| | | | | packages. ✔ | +| | | | | Usage is | +| | | | | discounted by | +| | | | | package on over | +| | | | | 175 cruise | +| | | | | ships. ✔ Usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates on other | +| | | | | cruise ships. | +| | | | | Selling Tips | +| | | | | Help Consumer | +| | | | | customers | +| | | | | purchase a | +| | | | | package1 in 3 | +| | | | | different ways: | +| | | | | Direct the | +| | | | | customer to | +| | | | | their myAT&T | +| | | | | account and | +| | | | | follow the | +| | | | | international | +| | | | | guided flow. | +| | | | | Business | +| | | | | customers can | +| | | | | purchase a | +| | | | | package by | +| | | | | calling | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS). | +| | | | | Suggest adding | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business or | +| | | | | AT&T Business | +| | | | | Passport to | +| | | | | cover usage on | +| | | | | land or in | +| | | | | port. | +| | | | | 1Packages are | +| | | | | not available | +| | | | | for | +| | | | | provisioning | +| | | | | via OPUS, | +| | | | | Premier, or the | +| | | | | IVR.2The myAT&T | +| | | | | international | +| | | | | guided flow is | +| | | | | frequently | +| | | | | updated; | +| | | | | screenshots may | +| | | | | not always | +| | | | | match the | +| | | | | actual | +| | | | | experience. | +| | | | | Additional Plan | +| | | | | Information | +| | | | | Cruise Packages | +| | | | | Details $60 | +| | | | | AT&T Cruise | +| | | | | Basic $100 | +| | | | | AT&T Cruise | +| | | | | Plus Price | +| | | | | $60 $100 | +| | | | | Eligible | +| | | | | Devices | +| | | | | Smartphones | +| | | | | only | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Minutes(Calls | +| | | | | made or | +| | | | | received while | +| | | | | international | +| | | | | roaming) | +| | | | | 100Overage: | +| | | | | $1/minute | +| | | | | Unlimited | +| | | | | Messages sent | +| | | | | (text, picture, | +| | | | | or video) while | +| | | | | international | +| | | | | roaming | +| | | | | (Domestic rates | +| | | | | apply to | +| | | | | messages | +| | | | | received) | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Cellular Data | +| | | | | (International | +| | | | | roaming) | +| | | | | 100MBOverage: | +| | | | | $10 per 100MB | +| | | | | 1GBOverage: $10 | +| | | | | per 100MB CRU | +| | | | | SOC IRCSPVMD | +| | | | | IRCSP1GB | +| | | | | FirstNet SOC | +| | | | | (Black SIM) | +| | | | | FNCSPVMD | +| | | | | FNCSP1GB | +| | | | | FirstNet AT&T | +| | | | | SOC(Orange SIM) | +| | | | | IRCSPVMD | +| | | | | IRCSP1GB Other | +| | | | | Details The | +| | | | | customer's | +| | | | | device is | +| | | | | registered on | +| | | | | the ship's | +| | | | | cellular | +| | | | | network when | +| | | | | Cellular at | +| | | | | Sea, 901-18 or | +| | | | | NOR-18 displays | +| | | | | on the device | +| | | | | in the upper- | +| | | | | left side of | +| | | | | the device's | +| | | | | screen. The | +| | | | | customer's | +| | | | | device switches | +| | | | | and registers | +| | | | | on a cellular | +| | | | | network from a | +| | | | | provider in the | +| | | | | country as the | +| | | | | ship approaches | +| | | | | land. When | +| | | | | ships are | +| | | | | docked or | +| | | | | tendered at a | +| | | | | U.S. port, | +| | | | | including | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands, and | +| | | | | the customer is | +| | | | | connected to a | +| | | | | land-based | +| | | | | cellular | +| | | | | carrier, usage | +| | | | | onboard the | +| | | | | ship is billed | +| | | | | at domestic | +| | | | | rates. The OTC | +| | | | | charge: | +| | | | | Bills only once | +| | | | | on the | +| | | | | package's | +| | | | | effective date, | +| | | | | even if the | +| | | | | package crosses | +| | | | | a bill cycle. | +| | | | | Does not pro- | +| | | | | rate. Will | +| | | | | bill once its | +| | | | | effective date | +| | | | | has passed. | +| | | | | Will not bill | +| | | | | if the package | +| | | | | is expired | +| | | | | before or on | +| | | | | its effective | +| | | | | date. Cruise | +| | | | | ships are not | +| | | | | included in | +| | | | | AT&T Business | +| | | | | Passport or | +| | | | | International | +| | | | | Day Pass for Bu | +| | | | | siness packages | +| | | | | . Billing | +| | | | | Priorities | +| | | | | International | +| | | | | usage is rated | +| | | | | in this billing | +| | | | | priority: 1st | +| | | | | - Domestic Rate | +| | | | | Plan, if it | +| | | | | includes | +| | | | | roaming | +| | | | | coverage in | +| | | | | international | +| | | | | countries | +| | | | | (example Mexico | +| | | | | and/or | +| | | | | Canada)2nd - | +| | | | | International | +| | | | | Day Pass3rd - | +| | | | | Passport4th - | +| | | | | AT&T Cruise | +| | | | | Ship Package5th | +| | | | | - Pay per use | +| | | | | Examples of how | +| | | | | rating occurs: | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that | +| | | | | includes Mexico | +| | | | | and Canada. | +| | | | | Extras on | +| | | | | customer's CT | +| | | | | Source: | +| | | | | Content: T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages. | +| | | | | Review Rates | +| | | | | and Coverage | +| | | | | Only offer | +| | | | | current | +| | | | | available | +| | | | | offers. | +| | | | | External Site | +| | | | | www.att.com/glo | +| | | | | bal 4 | +| | | | | Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T | +| | | | | World: www.att. | +| | | | | com/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Roaming | +| | | | | Refer to How to | +| | | | | Use Your Phone | +| | | | | Outside of the | +| | | | | U.S. - BCSS. | +| | | | | Calls placed or | +| | | | | received from | +| | | | | cruise ships | +| | | | | are not | +| | | | | discounted. | +| | | | | For rates and | +| | | | | details, see | +| | | | | AT&T Cruise | +| | | | | One-Time Charge | +| | | | | (OTC) | +| | | | | Packages.  | +| | | | | Provide the | +| | | | | external number | +| | | | | (+1.314.925.692 | +| | | | | 5) for troubles | +| | | | | hooting.  | +| | | | | This call is | +| | | | | free from the | +| | | | | customer's | +| | | | | wireless phone | +| | | | | while traveling | +| | | | | internationally | +| | | | | .  There is a | +| | | | | charge if the | +| | | | | call is from a | +| | | | | wired phone; | +| | | | | however, AT&T | +| | | | | obtains a | +| | | | | callback number | +| | | | | and calls the | +| | | | | customer back | +| | | | | to minimize | +| | | | | costs to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key.  | +| | | | | For BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | International | +| | | | | Traveling - | +| | | | | Passport or | +| | | | | Global | +| | | | | Messaging | +| | | | | features | +| | | | | Sending - | +| | | | | Messages are | +| | | | | unlimited and | +| | | | | do not draw | +| | | | | from a domestic | +| | | | | messaging plan: | +| | | | | ◦No matter | +| | | | | where you send | +| | | | | it (individual | +| | | | | to individual | +| | | | | only) | +| | | | | Example: While | +| | | | | in Italy, | +| | | | | sending a | +| | | | | message to | +| | | | | someone else in | +| | | | | Italy, or | +| | | | | someone back to | +| | | | | the U.S.  | +| | | | | Receiving - | +| | | | | Domestic | +| | | | | messaging rate | +| | | | | applies to | +| | | | | messages | +| | | | | received: | +| | | | | Messages can | +| | | | | come from any | +| | | | | international | +| | | | | location, or | +| | | | | from the U.S.  | +| | | | | Customers with | +| | | | | an unlimited | +| | | | | messaging | +| | | | | domestic plan, | +| | | | | such as Mobile | +| | | | | Share Advantage | +| | | | | plans, receive | +| | | | | unlimited | +| | | | | messaging while | +| | | | | traveling.  | +| | | | | Voicemail | +| | | | | Voicemail | +| | | | | Charges If | +| | | | | the device is | +| | | | | turned on and | +| | | | | registering on | +| | | | | a foreign | +| | | | | carrier's | +| | | | | GSM/GPRS/UMTS | +| | | | | network, | +| | | | | unanswered | +| | | | | calls that | +| | | | | route to the | +| | | | | AT&T voicemail | +| | | | | system are | +| | | | | charged as an | +| | | | | international | +| | | | | roaming | +| | | | | incoming call | +| | | | | to the device. | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming.  | +| | | | | Visual | +| | | | | Voicemail ( | +| | | | | Source: | +| | | | | Content: Stay | +| | | | | in touch while | +| | | | | on your cruise! | +| | | | | We have | +| | | | | packages on | +| | | | | over 175 cruise | +| | | | | ships with no | +| | | | | extra charge on | +| | | | | land, in | +| | | | | Mexico, Canada, | +| | | | | and select | +| | | | | Caribbean | +| | | | | islands. Set | +| | | | | Sail and Stay | +| | | | | Connected Stay | +| | | | | connected with | +| | | | | up to 1GB of | +| | | | | data, talk and | +| | | | | unlimited test | +| | | | | on over 175 | +| | | | | cruise ships | +| | | | | with AT&T | +| | | | | Cruise packages | +| | | | | . Effective | +| | | | | June 1, 2023, | +| | | | | AT&T Cruise | +| | | | | packages are | +| | | | | being updated | +| | | | | to create more | +| | | | | value for | +| | | | | customers:  | +| | | | | $100 Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Plus’ | +| | | | | and remains a | +| | | | | $100 One Time | +| | | | | Cost $50 | +| | | | | Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Basic’ | +| | | | | and is now a | +| | | | | $60 One Time | +| | | | | Cost | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Smartphones | +| | | | | only | +| | | | | Voice remains | +| | | | | Unlimited | +| | | | | Voice minutes | +| | | | | increase from | +| | | | | 50 minutes to | +| | | | | 100 minutes | +| | | | | Voice overages | +| | | | | reduced from | +| | | | | $2/min to | +| | | | | $1/min | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Data allowance | +| | | | | increases from | +| | | | | 200MB to 1GB | +| | | | | Data overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Data allowance | +| | | | | increases from | +| | | | | no data to | +| | | | | 100MB Data | +| | | | | overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Usage of Cruise | +| | | | | Package is | +| | | | | limited to | +| | | | | eligible Cruise | +| | | | | Ships only | +| | | | | starting | +| | | | | 6/1/23; IDP | +| | | | | will auto- | +| | | | | provision on | +| | | | | land-based | +| | | | | carriers for | +| | | | | eligible | +| | | | | customers. | +| | | | | Prior to | +| | | | | 6/1/23, Cruise | +| | | | | usage was | +| | | | | allowed in | +| | | | | Canada, Mexico | +| | | | | and some | +| | | | | Caribbean | +| | | | | Islands | +| | | | | For customers | +| | | | | that DO NOT | +| | | | | select a Cruise | +| | | | | Package or are | +| | | | | on a non- | +| | | | | eligible ship, | +| | | | | Pay-Per Use | +| | | | | Data remains @ | +| | | | | $2.05/MB for | +| | | | | data, $3/minute | +| | | | | for voice, | +| | | | | $0.50 per SMS & | +| | | | | $1.30 per MMS. | +| | | | | By increasing | +| | | | | the data | +| | | | | allowance in | +| | | | | both packages | +| | | | | and providing | +| | | | | greater value | +| | | | | in data | +| | | | | overages, | +| | | | | recommend a | +| | | | | Cruise package | +| | | | | for your | +| | | | | customers | +| | | | | compared to | +| | | | | Pay-Per-Use | +| | | | | rates! Start | +| | | | | the | +| | | | | conversation | +| | | | | Important | +| | | | | Questions for | +| | | | | the Customer ✔ | +| | | | | Which cruise | +| | | | | line will you | +| | | | | be sailing | +| | | | | on?(Confirm | +| | | | | cruise | +| | | | | line/ship is | +| | | | | listed on | +| | | | | Cruise Ships | +| | | | | Guide  and | +| | | | | record it in | +| | | | | notes.) ✔ How | +| | | | | long will you | +| | | | | be on your crui | +| | | | | se?(Recommend | +| | | | | the right | +| | | | | package(s) to | +| | | | | cover all | +| | | | | usage.) ✔ | +| | | | | Where is your | +| | | | | cruise taking | +| | | | | you?(Recommend | +| | | | | IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport for | +| | | | | when customer | +| | | | | is on shore. | +| | | | | AT&T Cruise | +| | | | | packages do not | +| | | | | cover usage in | +| | | | | port or on | +| | | | | land. ✔ Is | +| | | | | travel in | +| | | | | Mexico or | +| | | | | Canada included | +| | | | | in your | +| | | | | domestic rate | +| | | | | plan?(Rated as | +| | | | | domestic) ✔ | +| | | | | Will you be | +| | | | | using data | +| | | | | while you are | +| | | | | away?(If | +| | | | | estimated data | +| | | | | usage is | +| | | | | greater than | +| | | | | 200MBs, suggest | +| | | | | using IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport when | +| | | | | on the ship in | +| | | | | port or | +| | | | | onshore.) ✔ | +| | | | | Packages are | +| | | | | available on | +| | | | | over 175 cruise | +| | | | | ships. Choose | +| | | | | the cruise | +| | | | | package that's | +| | | | | right for you! | +| | | | | Auto expires in | +| | | | | 30 days! There | +| | | | | are two plans | +| | | | | to choose from, | +| | | | | depending on | +| | | | | your device | +| | | | | type: AT&T | +| | | | | Cruise Plus | +| | | | |  $100 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk | +| | | | | and Text*: | +| | | | | Unlimited  ✔ | +| | | | | Data: 1GB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance  ✔ | +| | | | | Available for | +| | | | | smartphones & t | +| | | | | ablets *Standar | +| | | | | d domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. AT&T | +| | | | | Cruise Basic | +| | | | |  $60 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk: | +| | | | | 100 minutes; | +| | | | | overage $1.00 | +| | | | | per minute  ✔ | +| | | | | Text*: | +| | | | | Unlimited ✔ | +| | | | | Data:  100MB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance ✔ | +| | | | | Available for | +| | | | | smartphones | +| | | | | only *Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. | +| | | | | Click here | +| | | | | (AT&T Data | +| | | | | Calculator - | +| | | | | Estimate Your | +| | | | | Internet Data | +| | | | | Usage | +| | | | | (att.com)) if | +| | | | | your customer | +| | | | | needs help | +| | | | | determining | +| | | | | their data | +| | | | | needs How do | +| | | | | you add a | +| | | | | cruise ship | +| | | | | package? AT&T | +| | | | | Cruise Ship | +| | | | | packages can be | +| | | | | purchased as of | +| | | | | February 20, | +| | | | | 2020 in these | +| | | | | sales channels: | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS) The | +| | | | | myAT&T secured | +| | | | | account What | +| | | | | if the Cruise | +| | | | | package doesn | +| | | | | Source: | +| | | | | Content: If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ ¶ | +| | | | | Contract | +| | | | | PricingSet | +| | | | | preliminary | +| | | | | order | +| | | | | expectations.¶ | +| | | | | Remind the | +| | | | | customer of | +| | | | | their contract | +| | | | | renewal and | +| | | | | ETF.¶ | +| | | | | Smartphones and | +| | | | | netbooks - $325 | +| | | | | with a $10 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.Standard | +| | | | | devices - $150 | +| | | | | with a $4 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.¶ | +| | | | | Customers who | +| | | | | ordered a | +| | | | | device that did | +| | | | | require an | +| | | | | email address | +| | | | | for T&Cs | +| | | | | acceptance must | +| | | | | accept T&Cs | +| | | | | sent to their | +| | | | | email address | +| | | | | provided before | +| | | | | their device | +| | | | | ships.Advise | +| | | | | the customer to | +| | | | | follow the | +| | | | | instructions in | +| | | | | the Quick Start | +| | | | | Guide included | +| | | | | in the box to | +| | | | | activate their | +| | | | | new equipment.C | +| | | | | redit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OPUS - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 88 | [] | What if a | If a | Content: N: | +| | | customer is | customer is | Customer has | +| | | mistakenly | mistakenly | usage on/in: | +| | | provisioned | provisioned | How the | +| | | with a | with a | customer's | +| | | cruise ship | cruise ship | usage rated: | +| | | package and | package and | Cruise package | +| | | travels | travels | Cruise ship | +| | | aboard a | aboard a | Mexico Canada | +| | | non- | non- | A Caribbean | +| | | qualifying | qualifying | Island | +| | | ship? | ship, their | Mexico and | +| | | | usage will | Canada rated by | +| | | | be billed at | the domestic | +| | | | Pay-Per-Use | rate plan. | +| | | | rates | Only Cruise | +| | | | (Source: | ship usage is | +| | | | Content: N). | rated by the | +| | | | | cruise ship | +| | | | | package. All | +| | | | | other usage in | +| | | | | IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. See | +| | | | | Cruise packages | +| | | | | for additional | +| | | | | support. | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: 't | +| | | | | cover the | +| | | | | customer's | +| | | | | cruise? If | +| | | | | your Cruise | +| | | | | doesn't qualify | +| | | | | for a Cruise | +| | | | | package No | +| | | | | problem! Your | +| | | | | device | +| | | | | may still work, | +| | | | | but your usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates. Talk | +| | | | | for $3.00 | +| | | | | Text: | +| | | | | $0.50/message, | +| | | | | $1.30/picture | +| | | | | or video | +| | | | | message Data: | +| | | | | $2.05/MB | +| | | | | ($.002/KB)** | +| | | | | Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and | +| | | | | video messages | +| | | | | received.**Usag | +| | | | | e is calculated | +| | | | | in full | +| | | | | kilobyte | +| | | | | increments | +| | | | | ($0.002/KB) and | +| | | | | rounded up to | +| | | | | the next full- | +| | | | | kilobyte | +| | | | | increment. | +| | | | | Details | +| | | | | Eligibility | +| | | | | Requirements & | +| | | | | Restrictions ✔ | +| | | | | Must meet | +| | | | | international | +| | | | | eligibility | +| | | | | requirements. | +| | | | | ✔ Available to | +| | | | | Consumer/IRU/CR | +| | | | | U, FirstNet and | +| | | | | AT&T Signature | +| | | | | Program (SIG) | +| | | | | customers. ✔ | +| | | | | Work with any | +| | | | | domestic rate | +| | | | | plan. ✔ | +| | | | | Required per | +| | | | | CTN. ✔ | +| | | | | Available | +| | | | | for smartphone | +| | | | | and for tablets | +| | | | |  (wearables and | +| | | | | connected car | +| | | | | are excluded). | +| | | | | ✔ Private | +| | | | | yachts, river | +| | | | | cruises, and | +| | | | | ferries do not | +| | | | | qualify for | +| | | | | Cruise OTC | +| | | | | packages. ✔ | +| | | | | Usage is | +| | | | | discounted by | +| | | | | package on over | +| | | | | 175 cruise | +| | | | | ships. ✔ Usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates on other | +| | | | | cruise ships. | +| | | | | Selling Tips | +| | | | | Help Consumer | +| | | | | customers | +| | | | | purchase a | +| | | | | package1 in 3 | +| | | | | different ways: | +| | | | | Direct the | +| | | | | customer to | +| | | | | their myAT&T | +| | | | | account and | +| | | | | follow the | +| | | | | international | +| | | | | guided flow. | +| | | | | Business | +| | | | | customers can | +| | | | | purchase a | +| | | | | package by | +| | | | | calling | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS). | +| | | | | Suggest adding | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business or | +| | | | | AT&T Business | +| | | | | Passport to | +| | | | | cover usage on | +| | | | | land or in | +| | | | | port. | +| | | | | 1Packages are | +| | | | | not available | +| | | | | for | +| | | | | provisioning | +| | | | | via OPUS, | +| | | | | Premier, or the | +| | | | | IVR.2The myAT&T | +| | | | | international | +| | | | | guided flow is | +| | | | | frequently | +| | | | | updated; | +| | | | | screenshots may | +| | | | | not always | +| | | | | match the | +| | | | | actual | +| | | | | experience. | +| | | | | Additional Plan | +| | | | | Information | +| | | | | Cruise Packages | +| | | | | Details $60 | +| | | | | AT&T Cruise | +| | | | | Basic $100 | +| | | | | AT&T Cruise | +| | | | | Plus Price | +| | | | | $60 $100 | +| | | | | Eligible | +| | | | | Devices | +| | | | | Smartphones | +| | | | | only | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Minutes(Calls | +| | | | | made or | +| | | | | received while | +| | | | | international | +| | | | | roaming) | +| | | | | 100Overage: | +| | | | | $1/minute | +| | | | | Unlimited | +| | | | | Messages sent | +| | | | | (text, picture, | +| | | | | or video) while | +| | | | | international | +| | | | | roaming | +| | | | | (Domestic rates | +| | | | | apply to | +| | | | | messages | +| | | | | received) | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Cellular Data | +| | | | | (International | +| | | | | roaming) | +| | | | | 100MBOverage: | +| | | | | $10 per 100MB | +| | | | | 1GBOverage: $10 | +| | | | | per 100MB CRU | +| | | | | SOC IRCSPVMD | +| | | | | IRCSP1GB | +| | | | | FirstNet SOC | +| | | | | (Black SIM) | +| | | | | FNCSPVMD | +| | | | | FNCSP1GB | +| | | | | FirstNet AT&T | +| | | | | SOC(Orange SIM) | +| | | | | IRCSPVMD | +| | | | | IRCSP1GB Other | +| | | | | Details The | +| | | | | customer's | +| | | | | device is | +| | | | | registered on | +| | | | | the ship's | +| | | | | cellular | +| | | | | network when | +| | | | | Cellular at | +| | | | | Sea, 901-18 or | +| | | | | NOR-18 displays | +| | | | | on the device | +| | | | | in the upper- | +| | | | | left side of | +| | | | | the device's | +| | | | | screen. The | +| | | | | customer's | +| | | | | device switches | +| | | | | and registers | +| | | | | on a cellular | +| | | | | network from a | +| | | | | provider in the | +| | | | | country as the | +| | | | | ship approaches | +| | | | | land. When | +| | | | | ships are | +| | | | | docked or | +| | | | | tendered at a | +| | | | | U.S. port, | +| | | | | including | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands, and | +| | | | | the customer is | +| | | | | connected to a | +| | | | | land-based | +| | | | | cellular | +| | | | | carrier, usage | +| | | | | onboard the | +| | | | | ship is billed | +| | | | | at domestic | +| | | | | rates. The OTC | +| | | | | charge: | +| | | | | Bills only once | +| | | | | on the | +| | | | | package's | +| | | | | effective date, | +| | | | | even if the | +| | | | | package crosses | +| | | | | a bill cycle. | +| | | | | Does not pro- | +| | | | | rate. Will | +| | | | | bill once its | +| | | | | effective date | +| | | | | has passed. | +| | | | | Will not bill | +| | | | | if the package | +| | | | | is expired | +| | | | | before or on | +| | | | | its effective | +| | | | | date. Cruise | +| | | | | ships are not | +| | | | | included in | +| | | | | AT&T Business | +| | | | | Passport or | +| | | | | International | +| | | | | Day Pass for Bu | +| | | | | siness packages | +| | | | | . Billing | +| | | | | Priorities | +| | | | | International | +| | | | | usage is rated | +| | | | | in this billing | +| | | | | priority: 1st | +| | | | | - Domestic Rate | +| | | | | Plan, if it | +| | | | | includes | +| | | | | roaming | +| | | | | coverage in | +| | | | | international | +| | | | | countries | +| | | | | (example Mexico | +| | | | | and/or | +| | | | | Canada)2nd - | +| | | | | International | +| | | | | Day Pass3rd - | +| | | | | Passport4th - | +| | | | | AT&T Cruise | +| | | | | Ship Package5th | +| | | | | - Pay per use | +| | | | | Examples of how | +| | | | | rating occurs: | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that | +| | | | | includes Mexico | +| | | | | and Canada. | +| | | | | Extras on | +| | | | | customer's CT | +| | | | | Source: | +| | | | | Content: US - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with the | +| | | | | Oracle Customer | +| | | | | Number:¶ | +| | | | | Ensure the | +| | | | | Oracle Customer | +| | | | | Number | +| | | | | (formerly | +| | | | | Compass ID) is | +| | | | | correct by | +| | | | | validating it | +| | | | | in FaST.Remove | +| | | | | the Oracle | +| | | | | Customer Number | +| | | | | that starts | +| | | | | with a K and | +| | | | | continue with | +| | | | | the order. ¶ | +| | | | | Equipment | +| | | | | Payment Options | +| | | | | - BCSS . Always | +| | | | | ship the | +| | | | | equipment to | +| | | | | the billing | +| | | | | address.¶ If | +| | | | | the customer | +| | | | | requests | +| | | | | another | +| | | | | address, follow | +| | | | | the rules as | +| | | | | shown in the | +| | | | | Shipping | +| | | | | Equipment to an | +| | | | | Alternate | +| | | | | Shipping | +| | | | | address section | +| | | | | of Shipping | +| | | | | Rules and | +| | | | | Guidelines. ¶ | +| | | | | If OPUS returns | +| | | | | a 7-10 day | +| | | | | shipping SLA, | +| | | | | the device is | +| | | | | on back order. | +| | | | | Provide the | +| | | | | customer with | +| | | | | the following | +| | | | | options:¶ | +| | | | | Select a | +| | | | | different | +| | | | | handset.Refer | +| | | | | to alternative | +| | | | | sales channel | +| | | | | that might have | +| | | | | the device in | +| | | | | stock. If you | +| | | | | refer to a | +| | | | | retail store, | +| | | | | provide the | +| | | | | hours of | +| | | | | operation and | +| | | | | check FaST to | +| | | | | make sure the | +| | | | | customer is | +| | | | | serviceable in | +| | | | | retail.Complete | +| | | | | the order. | +| | | | | There is no way | +| | | | | to provide an | +| | | | | estimated date | +| | | | | on when the | +| | | | | device will be | +| | | | | back in stock.¶ | +| | | | | Enter the | +| | | | | customer's | +| | | | | email address | +| | | | | at the checkout | +| | | | | screen, so the | +| | | | | customer | +| | | | | receives order | +| | | | | details | +| | | | | (including | +| | | | | quantity) and | +| | | | | shipping/back- | +| | | | | order | +| | | | | status.Provide | +| | | | | the customer | +| | | | | with the last | +| | | | | five or six | +| | | | | digits of the | +| | | | | order number | +| | | | | after the | +| | | | | O.Close the | +| | | | | call and leave | +| | | | | the following | +| | | | | required note | +| | | | | in Clarify: | +| | | | | Unable to | +| | | | | complete | +| | | | | standard | +| | | | | upgrade due to | +| | | | | conflicts. | +| | | | | Equipment was | +| | | | | ordered through | +| | | | | Product Only | +| | | | | Flow after | +| | | | | using the | +| | | | | Upgrade | +| | | | | Exception | +| | | | | button and redo | +| | | | | attempt failed | +| | | | | to resolve | +| | | | | conflict error. | +| | | | | ¶ Set Upgrade | +| | | | | Expectations¶ | +| | | | | Inform the | +| | | | | customer of the | +| | | | | shipping | +| | | | | carrier and | +| | | | | fee.Provide the | +| | | | | shipping cost:¶ | +| | | | | Due to reasons | +| | | | | beyond our | +| | | | | control, there | +| | | | | are times that | +| | | | | shipping is | +| | | | | delayed. The | +| | | | | daily shipping | +| | | | | window for next | +| | | | | day delivery is | +| | | | | by, or before, | +| | | | | 4:00 p.m. ET. | +| | | | | Any order | +| | | | | placed | +| | | | | after4:00 p.m. | +| | | | | ET rolls to the | +| | | | | next business | +| | | | | day.¶ Standard | +| | | | | delivery: | +| | | | | $9.95, waived | +| | | | | for all CRU | +| | | | | customers with | +| | | | | a FANPriority | +| | | | | delivery: | +| | | | | $14.95, unless | +| | | | | FAN | +| | | | | specifically | +| | | | | waives this | +| | | | | charge¶ Advise | +| | | | | customer they | +| | | | | will:¶ Receive | +| | | | | an order | +| | | | | confirmation | +| | | | | email.Receive a | +| | | | | shipping | +| | | | | confirmation | +| | | | | email that | +| | | | | includes the | +| | | | | shipping | +| | | | | tracking | +| | | | | number.Can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus.Sta | +| | | | | tus for orders | +| | | | | placed in the | +| | | | | last 24 hours | +| | | | | may not be | +| | | | | available.¶ | +| | | | | Recap and | +| | | | | confirm the ord | +| | | | | er/transaction | +| | | | | details.¶ | +| | | | | Locate the | +| | | | | expectations | +| | | | | for all of the | +| | | | | transactions | +| | | | | completed and | +| | | | | communicate | +| | | | | them to the | +| | | | | customer.¶ ¶ | +| | | | | ¶ Promote | +| | | | | Self-Service¶ | +| | | | | Customers can | +| | | | | check the | +| | | | | status of their | +| | | | | order by | +| | | | | calling | +| | | | | 877-782-8870 or | +| | | | | online at www.a | +| | | | | tt.com/wireless | +| | | | | orderstatus.¶ | +| | | | | Status for | +| | | | | orders placed | +| | | | | in the last 24 | +| | | | | hours may not | +| | | | | be available.¶ | +| | | | | Entering the | +| | | | | customer's | +| | | | | email address | +| | | | | (checkout | +| | | | | screen) sends | +| | | | | the customer | +| | | | | order | +| | | | | notification | +| | | | | that the device | +| | | | | has | +| | | | | shipped.Refer | +| | | | | the customer to | +| | | | | www.att.com/dev | +| | | | | icehowto for | +| | | | | device | +| | | | | support.¶ Post | +| | | | | Call | +| | | | | Notification¶ | +| | | | | Send a PCN as | +| | | | | outlined in | +| | | | | your groups PCN | +| | | | | policy.¶ | +| | | | | Device | +| | | | | Expectations¶ | +| | | | | The order does | +| | | | | not ship until | +| | | | | online T&Cs are | +| | | | | accepted by the | +| | | | | customer.Shared | +| | | | | Upgrades | +| | | | | sometimes | +| | | | | require a visit | +| | | | | to an AT&T | +| | | | | Retail store or | +| | | | | a call to | +| | | | | Customer | +| | | | | Service to | +| | | | | activate the | +| | | | | device on the | +| | | | | correct CTN. | +| | | | | This occurs | +| | | | | when rep | +| | | | | performs a | +| | | | | "manual cross- | +| | | | | upgrade" rather | +| | | | | than using the | +| | | | | correct | +| | | | | flow.Refer the | +| | | | | customer to the | +| | | | | Copy Contact | +| | | | | Wizard (att.com | +| | | | | /learningcenter | +| | | | | /copy- | +| | | | | contacts.do) | +| | | | | and Device | +| | | | | Support (www.at | +| | | | | t.com/devicesup | +| | | | | port) for | +| | | | | instructions on | +| | | | | transferring | +| | | | | contacts | +| | | | | between | +| | | | | devices.Offer | +| | | | | AT&T Protect | +| | | | | Advantage and | +| | | | | Device | +| | | | | Protection | +| | | | | during an | +| | | | | upgrade if the | +| | | | | customer is not | +| | | | | enrolled.¶ If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade Source: | +| | | | | Content: If | +| | | | | the customer | +| | | | | declined the | +| | | | | DOC earlier in | +| | | | | the call, the | +| | | | | DOC must be | +| | | | | read again | +| | | | | before you can | +| | | | | promote the | +| | | | | product.¶ ¶ | +| | | | | Return/Exchange | +| | | | | Expectations¶ | +| | | | | To | +| | | | | return/exchange | +| | | | | the equipment, | +| | | | | customers have | +| | | | | so many days | +| | | | | from the ship | +| | | | | date:¶ CRU | +| | | | | FAN: 30 | +| | | | | daysNon-FAN | +| | | | | CRU/SIG: 14 | +| | | | | daysTablets: 14 | +| | | | | days¶ Closeout | +| | | | | devices cannot | +| | | | | be exchanged | +| | | | | unless they are | +| | | | | defective.A | +| | | | | restocking fee | +| | | | | applies to all | +| | | | | devices | +| | | | | (excluding | +| | | | | tablets) | +| | | | | purchased | +| | | | | through AT&T, | +| | | | | except where | +| | | | | prohibited.¶ | +| | | | | The restocking | +| | | | | fee does not | +| | | | | apply to iPhone | +| | | | | if it is | +| | | | | returned, | +| | | | | unopened, | +| | | | | during the | +| | | | | return | +| | | | | period.Netbook | +| | | | | Only: A | +| | | | | restocking fee | +| | | | | applies with | +| | | | | the exception | +| | | | | of Hawaii and | +| | | | | Puerto Rico and | +| | | | | for defective | +| | | | | exchanges.¶ ¶ | +| | | | | Enhanced Care¶ | +| | | | | At the | +| | | | | customer's | +| | | | | request, set | +| | | | | the | +| | | | | expectations | +| | | | | listed in the | +| | | | | Equipment | +| | | | | Upgrade/Order: | +| | | | | Expectations to | +| | | | | Set when | +| | | | | Placing Orders | +| | | | | - Enhanced | +| | | | | Care.¶ ¶ | +| | | | | Contract | +| | | | | PricingSet | +| | | | | preliminary | +| | | | | order | +| | | | | expectations.¶ | +| | | | | Remind the | +| | | | | customer of | +| | | | | their contract | +| | | | | renewal and | +| | | | | ETF.¶ | +| | | | | Smartphones and | +| | | | | netbooks - $325 | +| | | | | with a $10 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.Standard | +| | | | | devices - $150 | +| | | | | with a $4 | +| | | | | monthly | +| | | | | declining | +| | | | | amount.¶ | +| | | | | Customers who | +| | | | | ordered a | +| | | | | device that did | +| | | | | require an | +| | | | | email address | +| | | | | for T&Cs | +| | | | | acceptance must | +| | | | | accept T&Cs | +| | | | | sent to their | +| | | | | email address | +| | | | | provided before | +| | | | | their device | +| | | | | ships.Advise | +| | | | | the customer to | +| | | | | follow the | +| | | | | instructions in | +| | | | | the Quick Start | +| | | | | Guide included | +| | | | | in the box to | +| | | | | activate their | +| | | | | new equipment.C | +| | | | | redit card is | +| | | | | needed to | +| | | | | process the | +| | | | | order.¶ BTM | +| | | | | may be | +| | | | | available to | +| | | | | some customers | +| | | | | on certain | +| | | | | orders.(subject | +| | | | | to BTM Guidelin | +| | | | | es)Review Hold | +| | | | | Authorizations | +| | | | | from Financial | +| | | | | Institutions on | +| | | | | Debit / Credit | +| | | | | Card Purchases | +| | | | | - Mobility¶ | +| | | | | Pre- | +| | | | | authorization | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is | +| | | | | placed.Charge | +| | | | | occurs at the | +| | | | | time the order | +| | | | | is shipped.If | +| | | | | the customer | +| | | | | cannot provide | +| | | | | a valid credit | +| | | | | card, refer | +| | | | | them to an AT&T | +| | | | | Retail store.¶ | +| | | | | ¶ Inform the | +| | | | | customer of the | +| | | | | upgrade fee, if | +| | | | | applicable.Orde | +| | | | | r does not ship | +| | | | | if the account | +| | | | | becomes past | +| | | | | due during | +| | | | | processing or | +| | | | | T&Cs acceptance | +| | | | | period.¶ | +| | | | | Verify the | +| | | | | customer's | +| | | | | account is not | +| | | | | at risk of | +| | | | | becoming past | +| | | | | due. Attempt to | +| | | | | take a payment | +| | | | | (with no fee) | +| | | | | if there is a | +| | | | | risk.¶ | +| | | | | Upgrades must | +| | | | | be like-for- | +| | | | | like devices, | +| | | | | e.g., wireless | +| | | | | phone to | +| | | | | wireless phone, | +| | | | | tablet to | +| | | | | tablet, or | +| | | | | wireless home | +| | | | | phone to | +| | | | | wireless home | +| | | | | phone.¶ | +| | | | | Standard | +| | | | | delivery | +| | | | | (within U.S.): | +| | | | | Typically | +| | | | | delivered | +| | | | | within 3-5 | +| | | | | business days | +| | | | | and is | +| | | | | $9.95.Priority | +| | | | | (within U.S.): | +| | | | | Available for | +| | | | | $14.95 and | +| | | | | typically | +| | | | | delivered | +| | | | | within two | +| | | | | business days.¶ | +| | | | | Do not waive | +| | | | | Priority | +| | | | | Shipping | +| | | | | charges.¶ | +| | | | | Deliveries to | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands can | +| | | | | take longer.Scr | +| | | | | ipting: Mr./Ms. | +| | | | | [Customer | +| | | | | Name], there is | +| | | | | a shipping | +| | | | | charge of $9.95 | +| | | | | for standard | +| | | | | shipping, which | +| | | | | could take up | +| | | | | to 11 days to | +| | | | | receive. Also, | +| | | | | priority | +| | | | | shipping is | +| | | | | available for | +| | | | | $14.95. As you | +| | | | | may be aware, | +| | | | | shipping to | +| | | | | your area takes | +| | | | | longer than the | +| | | | | standard time | +| | | | | frame. Just | +| | | | | like when you | +| | | | | receive any | +| | | | | other package | +| | | | | from the US. | +| | | | | Are you | +| | | | | interested in | +| | | | | continuing with | +| | | | | your upgrade?¶ | +| | | | | Once an order | +| | | | | is created, | +| | | | | AT&T is unable | +| | | | | to change | +| | | | | equipment until | +| | | | | the new | +| | | | | equipment is | +| | | | | activated.¶ If | +| | | | | the customer | +| | | | | needs to use | +| | | | | different | +| | | | | equipment, | +| | | | | update the | +| | | | | IMEI/SIM.¶ ¶ | +| | | | | Procedures¶ | +| | | | | See Orders | +| | | | | Products - OPUS | +| | | | | - Business.Conf | +| | | | | irm the | +| | | | | shipping | +| | | | | address with | +| | | | | the customer. | +| | | | | Do not | +| | | | | proactively | +| | | | | offer to ship | +| | | | | to an alternate | +| | | | | address. ¶ An | +| | | | | alternate | +| | | | | address is an | +| | | | | address other | +| | | | | than the | +| | | | | address listed | +| | | | | as the | +| | | | | customer's | +| | | | | billing, PPU, | +| | | | | or FAN profile | +| | | | | address.For | +| | | | | additional | +| | | | | details, review | +| | | | | the Shipping | +| | | | | Rules and | +| | | | | Guidelines.¶ | +| | | | | If the customer | +| | | | | wants to ship | +| | | | | to a different | +| | | | | address:¶ | +| | | | | Follow these | +| | | | | guidelines and | +| | | | | steps for the | +| | | | | Fraud Call Out | +| | | | | Process when a | +| | | | | customer | +| | | | | requests to | +| | | | | ship to another | +| | | | | address. See | +| | | | | Fraud & Social | +| | | | | Engineering | +| | | | | Call Handling | +| | | | | Procedures - | +| | | | | BCSS.Requests | +| | | | | to ship to an | +| | | | | alternate | +| | | | | address are | +| | | | | sometimes a red | +| | | | | flag for | +| | | | | fraud.¶ | +| | | | | Eligibility is | +| | | | | reset when | +| | | | | moving from the | +| | | | | Order Summary | +| | | | | screen to the | +| | | | | Shopping Cart | +| | | | | screen in OPUS, | +| | | | | even if you do | +| | | | | not complete | +| | | | | the order.If | +| | | | | the customer | +| | | | | does not want | +| | | | | to fulfill the | +| | | | | order, reverse | +| | | | | the upgrade in | +| | | | | OPUS.If the | +| | | | | order failed, | +| | | | | explain to the | +| | | | | customer why | +| | | | | the order | +| | | | | failed and note | +| | | | | the account. | +| | | | | Typical reasons | +| | | | | include:¶ | +| | | | | Credit card | +| | | | | payment | +| | | | | declinedDevice | +| | | | | not available¶ | +| | | | | ¶ Parking Not | +| | | | | Successful¶ | +| | | | | Complete the | +| | | | | order Equipment | +| | | | | Upgrade using | +| | | | | Product Only | +| | | | | Order flow. See | +| | | | | Orders Products | +| | | | | - OPUS - | +| | | | | Business. If | +| | | | | the rate plan | +| | | | | and/or features | +| | | | | were changed, | +| | | | | set the proper | +| | | | | expectations.If | +| | | | | you receive an | +| | | | | error with | +| | | | | Source: | +| | | | | Content: | +| | | | | Provisioning | +| | | | | International | +| | | | | Roaming | +| | | | | Features under | +| | | | | code ICR2 for | +| | | | | instructions | +| | | | | Back to Top | +| | | | | Eligibility | +| | | | | CRU (FAN/Non- | +| | | | | FAN | +| | | | | Customers with | +| | | | | international | +| | | | | service already | +| | | | | provisioned are | +| | | | | eligible.  | +| | | | | Enterprise GBS | +| | | | | - All | +| | | | | international | +| | | | | services are | +| | | | | available to | +| | | | | Enterprise | +| | | | | customers | +| | | | | (TLG/NBI - | +| | | | | credit class A, | +| | | | | J, M) at time | +| | | | | of activation. | +| | | | | All other CRU | +| | | | | customers - | +| | | | | Eligibility | +| | | | | rules are as | +| | | | | follows:  | +| | | | | Three months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN  A good | +| | | | | payment | +| | | | | history  No | +| | | | | current fraud | +| | | | | hotline  | +| | | | | SIG | +| | | | | Eligibility | +| | | | | rules are as | +| | | | | follows:  | +| | | | | Three months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN  A good | +| | | | | payment | +| | | | | history  No | +| | | | | current fraud | +| | | | | hotline  The | +| | | | | billing system | +| | | | | automatically | +| | | | | checks the | +| | | | | above | +| | | | | eligibility | +| | | | | rules upon | +| | | | | provisioning. | +| | | | |  See | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Back to Top | +| | | | | Provisioning | +| | | | | International | +| | | | | Feature Already | +| | | | | Provisioned | +| | | | | Assist the | +| | | | | customer with | +| | | | | their request. | +| | | | | Verify Feature | +| | | | | is Provisioned | +| | | | | Verify the | +| | | | | feature is in | +| | | | | the billing | +| | | | | system | +| | | | | (Telegence). | +| | | | | Verify the | +| | | | | information in | +| | | | | TORCH matches | +| | | | | the feature in | +| | | | | the billing | +| | | | | system. | +| | | | | If Then | +| | | | | Not Provisioned | +| | | | | Correctly | +| | | | | Follow Check | +| | | | | International | +| | | | | Features | +| | | | | Provisioning - | +| | | | | TORCH | +| | | | | Provisioned | +| | | | | Correctly | +| | | | | Review the | +| | | | | feature | +| | | | | expectations | +| | | | | with the | +| | | | | customer in | +| | | | | step 4 of | +| | | | | the No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | section. | +| | | | | Add / Change | +| | | | | Feature Follow | +| | | | | the No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | procedures. | +| | | | | Remove Feature | +| | | | | What I Need to | +| | | | | Know | +| | | | | Determine why | +| | | | | the customer is | +| | | | | removing the | +| | | | | feature: | +| | | | | Removal of | +| | | | | features also | +| | | | | automatically | +| | | | | removes the | +| | | | | international | +| | | | | roaming.  Allo | +| | | | | wed/Internation | +| | | | | al Dialing | +| | | | | Allowed | +| | | | | features. Refer | +| | | | | to the OPUS | +| | | | | Hub. Customer | +| | | | | Service must | +| | | | | re-add the | +| | | | | standard child | +| | | | | SOCs if the | +| | | | | customer still | +| | | | | wants to use | +| | | | | international | +| | | | | long distance | +| | | | | or | +| | | | | international | +| | | | | roaming on a | +| | | | | PPU rate.  To | +| | | | | ensure this | +| | | | | feature is not | +| | | | | re-added in | +| | | | | future sweeps, | +| | | | | add ICR2 to the | +| | | | | customer's | +| | | | | account.  | +| | | | | For assistance | +| | | | | with prorated | +| | | | | charges, review | +| | | | | Partial-Month | +| | | | | Charges and | +| | | | | Credits.  | +| | | | | Proactively | +| | | | | obtain/verify | +| | | | | email addresses | +| | | | | for the post | +| | | | | call | +| | | | | verification to | +| | | | | arrive via | +| | | | | email. | +| | | | | International | +| | | | | calls bill | +| | | | | based on the | +| | | | | date of the | +| | | | | call and the | +| | | | | features | +| | | | | available on | +| | | | | that date. | +| | | | | Features do not | +| | | | | need to remain | +| | | | | on the account | +| | | | | until all calls | +| | | | | have billed.  | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know How | +| | | | | the next bill | +| | | | | will appear and | +| | | | | charges may | +| | | | | take 60 days to | +| | | | | appear on the | +| | | | | bill.  | +| | | | | Customers do | +| | | | | not need an | +| | | | | International | +| | | | | Long Distance | +| | | | | feature to dial | +| | | | | countries | +| | | | | within the | +| | | | | North American | +| | | | | Numbering plan: | +| | | | | For more | +| | | | | information, | +| | | | | see | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired). | +| | | | | The Post Call | +| | | | | Notification | +| | | | | (PCN) arrives | +| | | | | via email or is | +| | | | | available | +| | | | | online within | +| | | | | 48 hours from | +| | | | | the feature | +| | | | | effective | +| | | | | date.  | +| | | | | International | +| | | | | calls bill | +| | | | | based on the | +| | | | | date of the | +| | | | | call and the | +| | | | | features | +| | | | | available on | +| | | | | that date.  | +| | | | | Expired Rate | +| | | | | Plans/Features: | +| | | | | Advise customer | +| | | | | that we are | +| | | | | unable to re- | +| | | | | add the feature | +| | | | | once it is | +| | | | | removed.  | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | 1 Confirm the | +| | | | | customer's | +| | | | | eligibility. | +| | | | | If not | +| | | | | eligible, and | +| | | | | requesting an | +| | | | | exception, foll | +| | | | | ow Internationa | +| | | | | l Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | 2 Use the | +| | | | | Wireless Travel | +| | | | | Guide to | +| | | | | determine | +| | | | | equipment | +| | | | | compatibility, | +| | | | | which is found | +| | | | | under Available | +| | | | | Technology. | +| | | | | If equipment is | +| | | | | not compatible, | +| | | | | set | +| | | | | expectations | +| | | | | with the | +| | | | | customer that | +| | | | | they are not | +| | | | | able to roam | +| | | | | internationally | +| | | | | based on | +| | | | | equipment | +| | | | | compatibility. | +| | | | | Provide upgrade | +| | | | | options. | +| | | | | 3 Review the | +| | | | | offer.BCSS | +| | | | | representatives | +| | | | | are required to | +| | | | | fully discuss | +| | | | | and provision | +| | | | | all | +| | | | | international | +| | | | | features and | +| | | | | rate plan adds | +| | | | | and | +| | | | | changes.Where | +| | | | | are you | +| | | | | traveling? | +| | | | | Wireless Travel | +| | | | | Guide   maps.g | +| | | | | oogle.com  | +| | | | | Cruise Ship | +| | | | | Roaming | +| | | | | Always ask the | +| | | | | customer if | +| | | | | they will be on | +| | | | | a cruise ship, | +| | | | | and, if | +| | | | | applicable, | +| | | | | review cruise | +| | | | | ship rates. | +| | | | | Cruise ship | +| | | | | packages are | +| | | | | available for | +| | | | | Consumer, AT&T | +| | | | | Signature | +| | | | | Program and CRU | +| | | | | customers. | +| | | | | Refer to AT& | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 89 | [] | What is the | The Cruise | Content: N: | +| | | difference | OTC package | Customer has | +| | | between a | is | usage on/in: | +| | | Cruise OTC | specifically | How the | +| | | package and | for usage on | customer's | +| | | the current | a cruise | usage rated: | +| | | IDP or | ship and is | Cruise package | +| | | Business | rated | Cruise ship | +| | | Passport | differently | Mexico Canada | +| | | packages? | than other d | A Caribbean | +| | | | estinations. | Island | +| | | | IDP/Passport | Mexico and | +| | | | packages are | Canada rated by | +| | | | for usage in | the domestic | +| | | | other intern | rate plan. | +| | | | ational dest | Only Cruise | +| | | | inations. | ship usage is | +| | | | Business | rated by the | +| | | | Passport | cruise ship | +| | | | packages are | package. All | +| | | | similar to | other usage in | +| | | | IDP/Passport | IDP/Passport | +| | | | packages but | destinations is | +| | | | are | rated by | +| | | | specifically | IDP/Passport if | +| | | | for business | added, | +| | | | customers. | otherwise will | +| | | | (Source: | rate as pay- | +| | | | context) | per-use. See | +| | | | | Cruise packages | +| | | | | for additional | +| | | | | support. | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages. | +| | | | | Review Rates | +| | | | | and Coverage | +| | | | | Only offer | +| | | | | current | +| | | | | available | +| | | | | offers. | +| | | | | External Site | +| | | | | www.att.com/glo | +| | | | | bal 4 | +| | | | | Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T | +| | | | | World: www.att. | +| | | | | com/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Roaming | +| | | | | Refer to How to | +| | | | | Use Your Phone | +| | | | | Outside of the | +| | | | | U.S. - BCSS. | +| | | | | Calls placed or | +| | | | | received from | +| | | | | cruise ships | +| | | | | are not | +| | | | | discounted. | +| | | | | For rates and | +| | | | | details, see | +| | | | | AT&T Cruise | +| | | | | One-Time Charge | +| | | | | (OTC) | +| | | | | Packages.  | +| | | | | Provide the | +| | | | | external number | +| | | | | (+1.314.925.692 | +| | | | | 5) for troubles | +| | | | | hooting.  | +| | | | | This call is | +| | | | | free from the | +| | | | | customer's | +| | | | | wireless phone | +| | | | | while traveling | +| | | | | internationally | +| | | | | .  There is a | +| | | | | charge if the | +| | | | | call is from a | +| | | | | wired phone; | +| | | | | however, AT&T | +| | | | | obtains a | +| | | | | callback number | +| | | | | and calls the | +| | | | | customer back | +| | | | | to minimize | +| | | | | costs to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key.  | +| | | | | For BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | International | +| | | | | Traveling - | +| | | | | Passport or | +| | | | | Global | +| | | | | Messaging | +| | | | | features | +| | | | | Sending - | +| | | | | Messages are | +| | | | | unlimited and | +| | | | | do not draw | +| | | | | from a domestic | +| | | | | messaging plan: | +| | | | | ◦No matter | +| | | | | where you send | +| | | | | it (individual | +| | | | | to individual | +| | | | | only) | +| | | | | Example: While | +| | | | | in Italy, | +| | | | | sending a | +| | | | | message to | +| | | | | someone else in | +| | | | | Italy, or | +| | | | | someone back to | +| | | | | the U.S.  | +| | | | | Receiving - | +| | | | | Domestic | +| | | | | messaging rate | +| | | | | applies to | +| | | | | messages | +| | | | | received: | +| | | | | Messages can | +| | | | | come from any | +| | | | | international | +| | | | | location, or | +| | | | | from the U.S.  | +| | | | | Customers with | +| | | | | an unlimited | +| | | | | messaging | +| | | | | domestic plan, | +| | | | | such as Mobile | +| | | | | Share Advantage | +| | | | | plans, receive | +| | | | | unlimited | +| | | | | messaging while | +| | | | | traveling.  | +| | | | | Voicemail | +| | | | | Voicemail | +| | | | | Charges If | +| | | | | the device is | +| | | | | turned on and | +| | | | | registering on | +| | | | | a foreign | +| | | | | carrier's | +| | | | | GSM/GPRS/UMTS | +| | | | | network, | +| | | | | unanswered | +| | | | | calls that | +| | | | | route to the | +| | | | | AT&T voicemail | +| | | | | system are | +| | | | | charged as an | +| | | | | international | +| | | | | roaming | +| | | | | incoming call | +| | | | | to the device. | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming.  | +| | | | | Visual | +| | | | | Voicemail ( | +| | | | | Source: | +| | | | | Content: News & | +| | | | | UpdatesEffectiv | +| | | | | e May 10, 2023: | +| | | | | Passport (OTC | +| | | | | and Recurring) | +| | | | | packages and | +| | | | | AT&T Passport | +| | | | | Pro were | +| | | | | grandfathered | +| | | | | for | +| | | | | Business/CRU | +| | | | | subscribers.  | +| | | | | Recurring Passp | +| | | | | ort/Passport | +| | | | | Pro subscribers | +| | | | | can keep their | +| | | | | package until | +| | | | | they expire it. | +| | | | | New AT&T | +| | | | | Business | +| | | | | Passport (22GB) | +| | | | | offer launched | +| | | | | to market. | +| | | | |  Details can be | +| | | | | found in AT&T | +| | | | | Business | +| | | | | Passport - | +| | | | | BCSS. | +| | | | | Effective | +| | | | | November 1, | +| | | | | 2022: Lebanon | +| | | | | is no longer | +| | | | | included in IDP | +| | | | | or Passport/Pas | +| | | | | sport Pro and | +| | | | | cellular data | +| | | | | service is no | +| | | | | longer | +| | | | | available | +| | | | | there.  Voice | +| | | | | and texting | +| | | | | will be | +| | | | | available at | +| | | | | Pay-Per-Use | +| | | | | rates only. | +| | | | | Select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights will be | +| | | | | included in IDP | +| | | | | and Passport/Pa | +| | | | | ssport Pro | +| | | | | Travel with | +| | | | | peace of | +| | | | | mindShare your | +| | | | | travel | +| | | | | adventures with | +| | | | | unlimited | +| | | | | texts.Pay for | +| | | | | one month or | +| | | | | set up | +| | | | | recurring | +| | | | | charges for | +| | | | | extended | +| | | | | trips.Stay | +| | | | | connected in | +| | | | | over 210 | +| | | | | countries. | +| | | | | Note: See | +| | | | | Feature and | +| | | | | Plans | +| | | | | Compatibility | +| | | | | List for | +| | | | | important | +| | | | | billing and | +| | | | | plan | +| | | | | comparisons. | +| | | | | Pick your plan | +| | | | | AT&T Passport | +| | | | | 2GB (CRU only) | +| | | | |   AT&T | +| | | | | Passport 6GB | +| | | | | (CRU only) | +| | | | |   AT&T | +| | | | | Passport Pro | +| | | | | 10GB   | +| | | | | $70 mo./per | +| | | | | device   $140 | +| | | | | mo./per device | +| | | | |   $200 mo./per | +| | | | | device | +| | | | | One-time charge | +| | | | | or recurring.Ov | +| | | | | erage: $30/GB | +| | | | | One-time | +| | | | | charge or recur | +| | | | | ring.Overage: | +| | | | | $30/GB   | +| | | | | Recurring | +| | | | | only.No | +| | | | | Overage.Data | +| | | | | speed slows to | +| | | | | max of 256Kbps | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD70Recurrin | +| | | | | g: IRRPAD70 | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD140Recurri | +| | | | | ng: IRRPAD140 | +| | | | | Includes 250 | +| | | | | minutesOverage: | +| | | | | $0.45 per | +| | | | | minute AT&T | +| | | | | International | +| | | | | Calling include | +| | | | | dSOCsOTC: | +| | | | | N/ARecurring: | +| | | | | IRPPRO200 | +| | | | | See details. | +| | | | | See details. | +| | | | | See details. | +| | | | | Up to 30 days: | +| | | | | Plans auto- | +| | | | | expire 30 days | +| | | | | after the | +| | | | | effective | +| | | | | date.30+ days: | +| | | | | Monthly | +| | | | | recurring plans | +| | | | | for smartphone/ | +| | | | | feature phone | +| | | | | devices & data | +| | | | | only devices | +| | | | | require the | +| | | | | customer to | +| | | | | retain the plan | +| | | | | for a minimum | +| | | | | of 2 months. (1 | +| | | | | month for AT&T | +| | | | | Passport Pro). | +| | | | |   Plans Prior | +| | | | | to October 16, | +| | | | | 2019 Make the | +| | | | | most of your | +| | | | | travels Turn | +| | | | | off your | +| | | | | messaging apps, | +| | | | | disable | +| | | | | automatic | +| | | | | updates and | +| | | | | background | +| | | | | refreshes to | +| | | | | make your data | +| | | | | go further. | +| | | | | Keep track of | +| | | | | your data | +| | | | | usage: iOS | +| | | | | device: | +| | | | | Go to Settings | +| | | | | > Cellular. | +| | | | | Scroll to the | +| | | | | bottom and tap | +| | | | | Reset | +| | | | | Statistics. | +| | | | | Android device: | +| | | | | Usage is | +| | | | | tracked by bill | +| | | | | cycle. Make a | +| | | | | note of how | +| | | | | much data has | +| | | | | been used when | +| | | | | you arrive. You | +| | | | | can also search | +| | | | | for a data | +| | | | | usage app on | +| | | | | Google Play. | +| | | | | With Wi-Fi | +| | | | | Calling, you | +| | | | | can call back | +| | | | | to the U.S. at | +| | | | | no additional | +| | | | | charge. If | +| | | | | you have AT&T | +| | | | | Passport, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | country you're | +| | | | | in, are billed | +| | | | | at the low | +| | | | | Passport per- | +| | | | | minute rate. | +| | | | | If you have | +| | | | | AT&T Passport | +| | | | | Pro, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | one you're in, | +| | | | | are included in | +| | | | | your package | +| | | | | minutes. | +| | | | | For more | +| | | | | information, | +| | | | | read the AT&T | +| | | | | Passport travel | +| | | | | tips. The | +| | | | | Rules! | +| | | | | Customer has | +| | | | | less than 90 | +| | | | | days tenure? | +| | | | | BCSS - transfer | +| | | | | to Fraud | +| | | | | following | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | (available to | +| | | | | BCSS, Mobility | +| | | | | - CLG, CS - ATS | +| | | | | /PAC/Prepaid/MS | +| | | | | &S, VSE, Fraud, | +| | | | | and NSP - | +| | | | | External) Do | +| | | | | not add plans | +| | | | | during the | +| | | | | processing of | +| | | | | BAN-to-BAN | +| | | | | moves, CTN | +| | | | | change, cancel | +| | | | | or suspension. | +| | | | | Duplicate | +| | | | | charges bill if | +| | | | | you do. Remove | +| | | | | the | +| | | | | International | +| | | | | Roaming Block | +| | | | | (NIRM) feature | +| | | | | before adding | +| | | | | the plan: | +| | | | | The customer | +| | | | | may contact | +| | | | | AT&T to re-add | +| | | | | it when they | +| | | | | return from | +| | | | | their travels. | +| | | | | Only one at a | +| | | | | time! Just one | +| | | | | plan can be | +| | | | | active on a CTN | +| | | | | at a time: | +| | | | | Source: | +| | | | | Content: , they | +| | | | | may prefer to | +| | | | | select AT&T | +| | | | | Passport Pro. | +| | | | | Customers are | +| | | | | still able to | +| | | | | change back and | +| | | | | forth between | +| | | | | IDPIDP or IDPBM | +| | | | | on the one hand | +| | | | | and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pros on the | +| | | | | other hand, | +| | | | | depending on | +| | | | | their travel | +| | | | | needs. If a | +| | | | | customer | +| | | | | already has | +| | | | | both an IDP (or | +| | | | | IDPBM) feature | +| | | | | and a Passport | +| | | | | (or Passport | +| | | | | Pro) feature on | +| | | | | a their line as | +| | | | | of 7/15, the | +| | | | | customer should | +| | | | | remove either | +| | | | | the IDP (or | +| | | | | IDPBM) feature | +| | | | | or the Passport | +| | | | | (or Passport | +| | | | | Pro) feature to | +| | | | | avoid incurring | +| | | | | charges from | +| | | | | both features | +| | | | | when they | +| | | | | travel. If | +| | | | | the customer | +| | | | | chooses to have | +| | | | | its Passport or | +| | | | | Passport Pro | +| | | | | feature | +| | | | | removed, | +| | | | | remember to | +| | | | | backdate the | +| | | | | removal to the | +| | | | | original start | +| | | | | date for One- | +| | | | | Time Charge | +| | | | | Passport or to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle for | +| | | | | Recurring | +| | | | | Passport or | +| | | | | Passport Pro. | +| | | | | If the customer | +| | | | | has already | +| | | | | been billed for | +| | | | | both IDP (or | +| | | | | IDPBM) and | +| | | | | Passport (or | +| | | | | Passport Pro), | +| | | | | a credit can be | +| | | | | issued for the | +| | | | | feature being | +| | | | | removed, | +| | | | | following your | +| | | | | channel | +| | | | | policies. | +| | | | | International | +| | | | | Roaming Offer | +| | | | | Matrix | +| | | | | Destination | +| | | | | Lead Offer | +| | | | | Fall Back Offer | +| | | | | Other Options | +| | | | | Mexico & Canada | +| | | | | AT&T Business | +| | | | | Unlimited Plans | +| | | | | (Elite, | +| | | | | Performance, | +| | | | | Starter, Web- | +| | | | | Only) Take | +| | | | | the U.S. plan | +| | | | | to Mexico and | +| | | | | Canada at no | +| | | | | additional | +| | | | | cost. IDP* or | +| | | | | IDPBM** Use | +| | | | | the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | Rest of World | +| | | | | IDP* or IDPBM** | +| | | | | Use the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | N/A Effective | +| | | | | 7/15/20, IDP's | +| | | | | roam zone | +| | | | | increased to | +| | | | | 210+ countries | +| | | | | and matches | +| | | | | IDPBM, Passport | +| | | | | and Passport | +| | | | | Pro. Customers | +| | | | | adding packages | +| | | | | beginning on | +| | | | | that date are | +| | | | | restricted from | +| | | | | having both an | +| | | | | IDP or IDPBM | +| | | | | package AND a | +| | | | | Passport or | +| | | | | Passport Pro | +| | | | | package. | +| | | | | Customers who | +| | | | | have both | +| | | | | before 7/15/20 | +| | | | | are expected to | +| | | | | decide which | +| | | | | package they | +| | | | | want to keep | +| | | | | (in order to | +| | | | | avoid being | +| | | | | charged under | +| | | | | both). ** | +| | | | | IDPBM is only | +| | | | | available for | +| | | | | CRU lines on | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plans and | +| | | | | should always | +| | | | | be the choice | +| | | | | for customers | +| | | | | with such | +| | | | | plans. Mexico | +| | | | | Domestic rate | +| | | | | plans that | +| | | | | include travel | +| | | | | in Mexico with | +| | | | | no roaming | +| | | | | charges take | +| | | | | priority over | +| | | | | IDPIDP and | +| | | | | IDPBM for usage | +| | | | | in Mexico, so | +| | | | | no daily fee is | +| | | | | charged while | +| | | | | in Mexico. | +| | | | | Mexico roaming | +| | | | | bonus is not | +| | | | | compatible with | +| | | | | IDPIDP or | +| | | | | IDPBM. | +| | | | | Starting in | +| | | | | mid-October | +| | | | | 2022 & ending | +| | | | | November 1, | +| | | | | 2022, IDP | +| | | | | customers in | +| | | | | Lebanon will be | +| | | | | notified via | +| | | | | text that | +| | | | | Lebanon will no | +| | | | | longer be | +| | | | | included in IDP | +| | | | | and data | +| | | | | service will no | +| | | | | longer be | +| | | | | available in | +| | | | | Lebanon as of | +| | | | | November 1st. | +| | | | | Starting | +| | | | | November 1, | +| | | | | Pay-Per-Use | +| | | | | rates | +| | | | | (hyperlink to | +| | | | | PPU CCKM | +| | | | | article) for | +| | | | | voice and | +| | | | | messaging will | +| | | | | apply in | +| | | | | Lebanon.  Data | +| | | | | usage will not | +| | | | | be available. | +| | | | | Eligible Airlin | +| | | | | es/flights: Vis | +| | | | | it https://www. | +| | | | | aeromobile.net/ | +| | | | | airlines/ | +| | | | | Provisioning | +| | | | | AT&T will not | +| | | | | automatically | +| | | | | enroll most | +| | | | | customers in | +| | | | | IDP when on an | +| | | | | eligible | +| | | | | AeroMobile | +| | | | | enabled | +| | | | | international | +| | | | | flight, the | +| | | | | customer should | +| | | | | add it prior to | +| | | | | takeoff Cost | +| | | | | (same as IDP | +| | | | | destinations) | +| | | | | IDP - $10 a day | +| | | | | for each line | +| | | | | on the account  | +| | | | | IDPM - $10 a | +| | | | | day for at | +| | | | | least 1 line on | +| | | | | the account; $5 | +| | | | | a day for up to | +| | | | | 4 other lines | +| | | | | on the account | +| | | | | when charged a | +| | | | | daily fee on | +| | | | | the same | +| | | | | calendar date.  | +| | | | | If the customer | +| | | | | lands in an | +| | | | | included IDP | +| | | | | destination, | +| | | | | the 24-hour | +| | | | | usage period | +| | | | | continues, and | +| | | | | no additional | +| | | | | daily fees are | +| | | | | charged until | +| | | | | the 24-hour | +| | | | | usage period is | +| | | | | over. Find out | +| | | | | more on How it | +| | | | | Works Selling | +| | | | | Tips ✓ Simple | +| | | | | - One-time | +| | | | | enrollment | +| | | | | process with no | +| | | | | monthly charge. | +| | | | | Pay a daily fee | +| | | | | instead. ✓ | +| | | | | Flexible - | +| | | | | Daily fee per | +| | | | | device is only | +| | | | | charged when | +| | | | | there is usage | +| | | | | in an included | +| | | | | country. ✓ | +| | | | | Domestic Data, | +| | | | | Talk & Text - | +| | | | | Customers use | +| | | | | their domestic | +| | | | | data plan | +| | | | | internationally | +| | | | | without paying | +| | | | | additional data | +| | | | | roaming fees. | +| | | | | (Non-unlimited | +| | | | | plans may | +| | | | | result in | +| | | | | domestic | +| | | | | overage | +| | | | | charges.) ✓ | +| | | | | Comprehensive - | +| | | | | Customers can | +| | | | | relax, we've | +| | | | | got them | +| | | | | covered! IDP | +| | | | | and IDPBM are | +| | | | | now available | +| | | | | in over 210 | +| | | | | countries. Set | +| | | | | Expectations | +| | | | | IDPBM rate plan | +| | | | | requirements: | +| | | | | Source: | +| | | | | Content: | +| | | | | Customers can | +| | | | | easily purchase | +| | | | | and manage new | +| | | | | bundled | +| | | | | international | +| | | | | features in | +| | | | | Premier. The | +| | | | | benefits to | +| | | | | this are:¶ ¶ | +| | | | | Improves | +| | | | | customer | +| | | | | satisfaction. | +| | | | | Increases | +| | | | | options for | +| | | | | international | +| | | | | features. | +| | | | | Provides best | +| | | | | value for | +| | | | | international | +| | | | | features. | +| | | | | Reduces | +| | | | | forgotten | +| | | | | international | +| | | | | packages on | +| | | | | accounts. ¶ ¶ | +| | | | | Passport: | +| | | | | Smartphone | +| | | | | packages | +| | | | | include a data | +| | | | | allotment of | +| | | | | 2GB or 6GB, | +| | | | | with $30/GB | +| | | | | overage, | +| | | | | unlimited | +| | | | | messaging, and | +| | | | | discount per | +| | | | | minute calling | +| | | | | rates at $.35 | +| | | | | per minute. | +| | | | | Available for a | +| | | | | one-time charge | +| | | | | (OTC) or MRC. | +| | | | | Passport Pro: | +| | | | | Smartphone | +| | | | | package | +| | | | | includes a data | +| | | | | allotment of | +| | | | | 10GB, with data | +| | | | | speed slowed to | +| | | | | 256Kbps for | +| | | | | rest of bill | +| | | | | period, | +| | | | | unlimited | +| | | | | messaging, 250 | +| | | | | included | +| | | | | minutes ($.45 | +| | | | | per min | +| | | | | overage), and | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to the | +| | | | | world with AT&T | +| | | | | World Connect. | +| | | | | Data-only | +| | | | | device packages | +| | | | | include a data | +| | | | | allotment of | +| | | | | 2GB, 6GB, or | +| | | | | 10GB. Available | +| | | | | for a OTC | +| | | | | (excluding | +| | | | | 10GB) or MRC. | +| | | | | Available in | +| | | | | the Passport | +| | | | | footprint of | +| | | | | over 200 | +| | | | | countries | +| | | | | listed on att.c | +| | | | | om/globalcountr | +| | | | | ies. For | +| | | | | package | +| | | | | details, rates, | +| | | | | and coverage | +| | | | | areas, see:¶ a | +| | | | | tt.com/passport | +| | | | | business.att.co | +| | | | | m/passportpro¶ | +| | | | | OTC Passport | +| | | | | Packages¶ ¶ | +| | | | | Terms: OTC | +| | | | | Passport | +| | | | | packages are | +| | | | | for those who | +| | | | | travel from | +| | | | | 1-30 days. They | +| | | | | are valid for | +| | | | | 30 days and | +| | | | | expire | +| | | | | automatically. | +| | | | | Billing: | +| | | | | Passport bills | +| | | | | as an OTC that | +| | | | | applies on the | +| | | | | selected start | +| | | | | date. ¶ The | +| | | | | OTC doesn't | +| | | | | prorate if | +| | | | | expired early | +| | | | | and the | +| | | | | remaining days, | +| | | | | allowance, and | +| | | | | discounted | +| | | | | rates are | +| | | | | lost.¶ | +| | | | | Allowances: An | +| | | | | allowance with | +| | | | | a Passport | +| | | | | package rolls | +| | | | | over to the | +| | | | | next bill cycle | +| | | | | if not used up | +| | | | | in the first | +| | | | | bill cycle. | +| | | | | MRC Passport | +| | | | | Packages ¶ ¶ | +| | | | | Terms: | +| | | | | Recurring | +| | | | | Passport | +| | | | | packages are | +| | | | | for frequent or | +| | | | | extended stay | +| | | | | travelers, have | +| | | | | a 2-month | +| | | | | minimum term | +| | | | | for the 2GB and | +| | | | | 6GB packages, | +| | | | | and a 1-month | +| | | | | minimum term | +| | | | | for the 10GB | +| | | | | package, and | +| | | | | don't auto- | +| | | | | expire unless a | +| | | | | rep adds an | +| | | | | expiration date | +| | | | | in Telegence. | +| | | | | Billing: | +| | | | | Recurring | +| | | | | Passport and | +| | | | | Passport Pro | +| | | | | packages are | +| | | | | billed as an | +| | | | | MRC, which | +| | | | | bills monthly | +| | | | | until its | +| | | | | expiration or | +| | | | | removal from | +| | | | | the account. ¶ | +| | | | | The MRC | +| | | | | prorates upon | +| | | | | removal, but | +| | | | | the data | +| | | | | allowance | +| | | | | doesn't. Each | +| | | | | month, a new | +| | | | | recurring | +| | | | | Passport | +| | | | | allowance is | +| | | | | available for | +| | | | | use.¶ | +| | | | | Allowances: | +| | | | | With recurring | +| | | | | Passport or | +| | | | | Passport Pro | +| | | | | packages, the | +| | | | | MRC allowance | +| | | | | expires at the | +| | | | | end of each | +| | | | | bill cycle. | +| | | | | Additional | +| | | | | Information¶ ¶ | +| | | | | AT&T Passport | +| | | | | and AT&T | +| | | | | Passport Pro in | +| | | | | Premier FAQ. | +| | | | | AT&T World | +| | | | | Connect | +| | | | | Advantage and | +| | | | | AT&T World | +| | | | | Connect Value | +| | | | | (link not | +| | | | | available to | +| | | | | WSP). If you | +| | | | | have a | +| | | | | question, | +| | | | | submit a BRC | +| | | | | ticket by | +| | | | | choosing | +| | | | | Premier > | +| | | | | Training & | +| | | | | Support > | +| | | | | Questions. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 90 | [] | What is the | Cruise ship | Content: N: | +| | | difference | usage is | Customer has | +| | | between a | rated by the | usage on/in: | +| | | Cruise OTC | cruise ship | How the | +| | | package and | package, | customer's | +| | | the current | while all | usage rated: | +| | | IDP pr | other usage | Cruise package | +| | | Business | in | Cruise ship | +| | | Passport | IDP/Passport | Mexico Canada | +| | | packages? | destinations | A Caribbean | +| | | | is rated by | Island | +| | | | IDP/Passport | Mexico and | +| | | | if added, | Canada rated by | +| | | | otherwise | the domestic | +| | | | will rate as | rate plan. | +| | | | pay-per-use. | Only Cruise | +| | | | (Source: | ship usage is | +| | | | Content: N) | rated by the | +| | | | The IDP and | cruise ship | +| | | | Passport | package. All | +| | | | packages are | other usage in | +| | | | available | IDP/Passport | +| | | | for use in | destinations is | +| | | | over 210 | rated by | +| | | | countries | IDP/Passport if | +| | | | and provide | added, | +| | | | a low daily | otherwise will | +| | | | fee for | rate as pay- | +| | | | usage. | per-use. See | +| | | | (Source: | Cruise packages | +| | | | Content: T I | for additional | +| | | | nternational | support. | +| | | | Roaming | Customer has a | +| | | | Offer | domestic rate | +| | | | Matrix) The | plan that does | +| | | | Passport | not include | +| | | | packages | international | +| | | | include a | roaming. | +| | | | data | Extras on | +| | | | allotment, | customer's CTN: | +| | | | unlimited | Customer has | +| | | | messaging, | usage on/in: | +| | | | and | How the | +| | | | discounted | customer's | +| | | | per minute | usage rated: | +| | | | calling | Cruise package | +| | | | rates, while | Cruise ship | +| | | | the Passport | Mexico Canada | +| | | | Pro package | A Caribbean | +| | | | includes a | Island | +| | | | larger data | Cruise | +| | | | allotment, | ship usage is | +| | | | unlimited | rated by the | +| | | | messaging, | cruise ship | +| | | | discounted | package. | +| | | | calling from | All other usage | +| | | | the US to | in IDP/Passport | +| | | | the world, | destinations is | +| | | | and slower | rated by | +| | | | data speeds | IDP/Passport if | +| | | | after the | added, | +| | | | allotment is | otherwise will | +| | | | used. | rate as pay- | +| | | | (Source: | per-use. | +| | | | Content: T | Provisioning | +| | | | Selling | Consumer/SIG | +| | | | Tips) | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages. | +| | | | | Review Rates | +| | | | | and Coverage | +| | | | | Only offer | +| | | | | current | +| | | | | available | +| | | | | offers. | +| | | | | External Site | +| | | | | www.att.com/glo | +| | | | | bal 4 | +| | | | | Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T | +| | | | | World: www.att. | +| | | | | com/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Roaming | +| | | | | Refer to How to | +| | | | | Use Your Phone | +| | | | | Outside of the | +| | | | | U.S. - BCSS. | +| | | | | Calls placed or | +| | | | | received from | +| | | | | cruise ships | +| | | | | are not | +| | | | | discounted. | +| | | | | For rates and | +| | | | | details, see | +| | | | | AT&T Cruise | +| | | | | One-Time Charge | +| | | | | (OTC) | +| | | | | Packages.  | +| | | | | Provide the | +| | | | | external number | +| | | | | (+1.314.925.692 | +| | | | | 5) for troubles | +| | | | | hooting.  | +| | | | | This call is | +| | | | | free from the | +| | | | | customer's | +| | | | | wireless phone | +| | | | | while traveling | +| | | | | internationally | +| | | | | .  There is a | +| | | | | charge if the | +| | | | | call is from a | +| | | | | wired phone; | +| | | | | however, AT&T | +| | | | | obtains a | +| | | | | callback number | +| | | | | and calls the | +| | | | | customer back | +| | | | | to minimize | +| | | | | costs to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key.  | +| | | | | For BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | International | +| | | | | Traveling - | +| | | | | Passport or | +| | | | | Global | +| | | | | Messaging | +| | | | | features | +| | | | | Sending - | +| | | | | Messages are | +| | | | | unlimited and | +| | | | | do not draw | +| | | | | from a domestic | +| | | | | messaging plan: | +| | | | | ◦No matter | +| | | | | where you send | +| | | | | it (individual | +| | | | | to individual | +| | | | | only) | +| | | | | Example: While | +| | | | | in Italy, | +| | | | | sending a | +| | | | | message to | +| | | | | someone else in | +| | | | | Italy, or | +| | | | | someone back to | +| | | | | the U.S.  | +| | | | | Receiving - | +| | | | | Domestic | +| | | | | messaging rate | +| | | | | applies to | +| | | | | messages | +| | | | | received: | +| | | | | Messages can | +| | | | | come from any | +| | | | | international | +| | | | | location, or | +| | | | | from the U.S.  | +| | | | | Customers with | +| | | | | an unlimited | +| | | | | messaging | +| | | | | domestic plan, | +| | | | | such as Mobile | +| | | | | Share Advantage | +| | | | | plans, receive | +| | | | | unlimited | +| | | | | messaging while | +| | | | | traveling.  | +| | | | | Voicemail | +| | | | | Voicemail | +| | | | | Charges If | +| | | | | the device is | +| | | | | turned on and | +| | | | | registering on | +| | | | | a foreign | +| | | | | carrier's | +| | | | | GSM/GPRS/UMTS | +| | | | | network, | +| | | | | unanswered | +| | | | | calls that | +| | | | | route to the | +| | | | | AT&T voicemail | +| | | | | system are | +| | | | | charged as an | +| | | | | international | +| | | | | roaming | +| | | | | incoming call | +| | | | | to the device. | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming.  | +| | | | | Visual | +| | | | | Voicemail ( | +| | | | | Source: | +| | | | | Content: News & | +| | | | | UpdatesEffectiv | +| | | | | e May 10, 2023: | +| | | | | Passport (OTC | +| | | | | and Recurring) | +| | | | | packages and | +| | | | | AT&T Passport | +| | | | | Pro were | +| | | | | grandfathered | +| | | | | for | +| | | | | Business/CRU | +| | | | | subscribers.  | +| | | | | Recurring Passp | +| | | | | ort/Passport | +| | | | | Pro subscribers | +| | | | | can keep their | +| | | | | package until | +| | | | | they expire it. | +| | | | | New AT&T | +| | | | | Business | +| | | | | Passport (22GB) | +| | | | | offer launched | +| | | | | to market. | +| | | | |  Details can be | +| | | | | found in AT&T | +| | | | | Business | +| | | | | Passport - | +| | | | | BCSS. | +| | | | | Effective | +| | | | | November 1, | +| | | | | 2022: Lebanon | +| | | | | is no longer | +| | | | | included in IDP | +| | | | | or Passport/Pas | +| | | | | sport Pro and | +| | | | | cellular data | +| | | | | service is no | +| | | | | longer | +| | | | | available | +| | | | | there.  Voice | +| | | | | and texting | +| | | | | will be | +| | | | | available at | +| | | | | Pay-Per-Use | +| | | | | rates only. | +| | | | | Select | +| | | | | AeroMobile® | +| | | | | enabled | +| | | | | international | +| | | | | flights will be | +| | | | | included in IDP | +| | | | | and Passport/Pa | +| | | | | ssport Pro | +| | | | | Travel with | +| | | | | peace of | +| | | | | mindShare your | +| | | | | travel | +| | | | | adventures with | +| | | | | unlimited | +| | | | | texts.Pay for | +| | | | | one month or | +| | | | | set up | +| | | | | recurring | +| | | | | charges for | +| | | | | extended | +| | | | | trips.Stay | +| | | | | connected in | +| | | | | over 210 | +| | | | | countries. | +| | | | | Note: See | +| | | | | Feature and | +| | | | | Plans | +| | | | | Compatibility | +| | | | | List for | +| | | | | important | +| | | | | billing and | +| | | | | plan | +| | | | | comparisons. | +| | | | | Pick your plan | +| | | | | AT&T Passport | +| | | | | 2GB (CRU only) | +| | | | |   AT&T | +| | | | | Passport 6GB | +| | | | | (CRU only) | +| | | | |   AT&T | +| | | | | Passport Pro | +| | | | | 10GB   | +| | | | | $70 mo./per | +| | | | | device   $140 | +| | | | | mo./per device | +| | | | |   $200 mo./per | +| | | | | device | +| | | | | One-time charge | +| | | | | or recurring.Ov | +| | | | | erage: $30/GB | +| | | | | One-time | +| | | | | charge or recur | +| | | | | ring.Overage: | +| | | | | $30/GB   | +| | | | | Recurring | +| | | | | only.No | +| | | | | Overage.Data | +| | | | | speed slows to | +| | | | | max of 256Kbps | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD70Recurrin | +| | | | | g: IRRPAD70 | +| | | | | $0.35 per | +| | | | | minute for | +| | | | | callsSOCsOTC: I | +| | | | | RPPAD140Recurri | +| | | | | ng: IRRPAD140 | +| | | | | Includes 250 | +| | | | | minutesOverage: | +| | | | | $0.45 per | +| | | | | minute AT&T | +| | | | | International | +| | | | | Calling include | +| | | | | dSOCsOTC: | +| | | | | N/ARecurring: | +| | | | | IRPPRO200 | +| | | | | See details. | +| | | | | See details. | +| | | | | See details. | +| | | | | Up to 30 days: | +| | | | | Plans auto- | +| | | | | expire 30 days | +| | | | | after the | +| | | | | effective | +| | | | | date.30+ days: | +| | | | | Monthly | +| | | | | recurring plans | +| | | | | for smartphone/ | +| | | | | feature phone | +| | | | | devices & data | +| | | | | only devices | +| | | | | require the | +| | | | | customer to | +| | | | | retain the plan | +| | | | | for a minimum | +| | | | | of 2 months. (1 | +| | | | | month for AT&T | +| | | | | Passport Pro). | +| | | | |   Plans Prior | +| | | | | to October 16, | +| | | | | 2019 Make the | +| | | | | most of your | +| | | | | travels Turn | +| | | | | off your | +| | | | | messaging apps, | +| | | | | disable | +| | | | | automatic | +| | | | | updates and | +| | | | | background | +| | | | | refreshes to | +| | | | | make your data | +| | | | | go further. | +| | | | | Keep track of | +| | | | | your data | +| | | | | usage: iOS | +| | | | | device: | +| | | | | Go to Settings | +| | | | | > Cellular. | +| | | | | Scroll to the | +| | | | | bottom and tap | +| | | | | Reset | +| | | | | Statistics. | +| | | | | Android device: | +| | | | | Usage is | +| | | | | tracked by bill | +| | | | | cycle. Make a | +| | | | | note of how | +| | | | | much data has | +| | | | | been used when | +| | | | | you arrive. You | +| | | | | can also search | +| | | | | for a data | +| | | | | usage app on | +| | | | | Google Play. | +| | | | | With Wi-Fi | +| | | | | Calling, you | +| | | | | can call back | +| | | | | to the U.S. at | +| | | | | no additional | +| | | | | charge. If | +| | | | | you have AT&T | +| | | | | Passport, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | country you're | +| | | | | in, are billed | +| | | | | at the low | +| | | | | Passport per- | +| | | | | minute rate. | +| | | | | If you have | +| | | | | AT&T Passport | +| | | | | Pro, Wi-Fi | +| | | | | calls to other | +| | | | | countries, | +| | | | | including the | +| | | | | one you're in, | +| | | | | are included in | +| | | | | your package | +| | | | | minutes. | +| | | | | For more | +| | | | | information, | +| | | | | read the AT&T | +| | | | | Passport travel | +| | | | | tips. The | +| | | | | Rules! | +| | | | | Customer has | +| | | | | less than 90 | +| | | | | days tenure? | +| | | | | BCSS - transfer | +| | | | | to Fraud | +| | | | | following | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | (available to | +| | | | | BCSS, Mobility | +| | | | | - CLG, CS - ATS | +| | | | | /PAC/Prepaid/MS | +| | | | | &S, VSE, Fraud, | +| | | | | and NSP - | +| | | | | External) Do | +| | | | | not add plans | +| | | | | during the | +| | | | | processing of | +| | | | | BAN-to-BAN | +| | | | | moves, CTN | +| | | | | change, cancel | +| | | | | or suspension. | +| | | | | Duplicate | +| | | | | charges bill if | +| | | | | you do. Remove | +| | | | | the | +| | | | | International | +| | | | | Roaming Block | +| | | | | (NIRM) feature | +| | | | | before adding | +| | | | | the plan: | +| | | | | The customer | +| | | | | may contact | +| | | | | AT&T to re-add | +| | | | | it when they | +| | | | | return from | +| | | | | their travels. | +| | | | | Only one at a | +| | | | | time! Just one | +| | | | | plan can be | +| | | | | active on a CTN | +| | | | | at a time: | +| | | | | Source: | +| | | | | Content: , they | +| | | | | may prefer to | +| | | | | select AT&T | +| | | | | Passport Pro. | +| | | | | Customers are | +| | | | | still able to | +| | | | | change back and | +| | | | | forth between | +| | | | | IDPIDP or IDPBM | +| | | | | on the one hand | +| | | | | and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pros on the | +| | | | | other hand, | +| | | | | depending on | +| | | | | their travel | +| | | | | needs. If a | +| | | | | customer | +| | | | | already has | +| | | | | both an IDP (or | +| | | | | IDPBM) feature | +| | | | | and a Passport | +| | | | | (or Passport | +| | | | | Pro) feature on | +| | | | | a their line as | +| | | | | of 7/15, the | +| | | | | customer should | +| | | | | remove either | +| | | | | the IDP (or | +| | | | | IDPBM) feature | +| | | | | or the Passport | +| | | | | (or Passport | +| | | | | Pro) feature to | +| | | | | avoid incurring | +| | | | | charges from | +| | | | | both features | +| | | | | when they | +| | | | | travel. If | +| | | | | the customer | +| | | | | chooses to have | +| | | | | its Passport or | +| | | | | Passport Pro | +| | | | | feature | +| | | | | removed, | +| | | | | remember to | +| | | | | backdate the | +| | | | | removal to the | +| | | | | original start | +| | | | | date for One- | +| | | | | Time Charge | +| | | | | Passport or to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle for | +| | | | | Recurring | +| | | | | Passport or | +| | | | | Passport Pro. | +| | | | | If the customer | +| | | | | has already | +| | | | | been billed for | +| | | | | both IDP (or | +| | | | | IDPBM) and | +| | | | | Passport (or | +| | | | | Passport Pro), | +| | | | | a credit can be | +| | | | | issued for the | +| | | | | feature being | +| | | | | removed, | +| | | | | following your | +| | | | | channel | +| | | | | policies. | +| | | | | International | +| | | | | Roaming Offer | +| | | | | Matrix | +| | | | | Destination | +| | | | | Lead Offer | +| | | | | Fall Back Offer | +| | | | | Other Options | +| | | | | Mexico & Canada | +| | | | | AT&T Business | +| | | | | Unlimited Plans | +| | | | | (Elite, | +| | | | | Performance, | +| | | | | Starter, Web- | +| | | | | Only) Take | +| | | | | the U.S. plan | +| | | | | to Mexico and | +| | | | | Canada at no | +| | | | | additional | +| | | | | cost. IDP* or | +| | | | | IDPBM** Use | +| | | | | the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | Rest of World | +| | | | | IDP* or IDPBM** | +| | | | | Use the plan in | +| | | | | over 210 | +| | | | | countries for a | +| | | | | low daily fee. | +| | | | | Passport/Passpo | +| | | | | rt Pro | +| | | | | Monthly | +| | | | | packages to | +| | | | | stay connected | +| | | | | for an extended | +| | | | | period in over | +| | | | | 210 countries. | +| | | | | N/A Effective | +| | | | | 7/15/20, IDP's | +| | | | | roam zone | +| | | | | increased to | +| | | | | 210+ countries | +| | | | | and matches | +| | | | | IDPBM, Passport | +| | | | | and Passport | +| | | | | Pro. Customers | +| | | | | adding packages | +| | | | | beginning on | +| | | | | that date are | +| | | | | restricted from | +| | | | | having both an | +| | | | | IDP or IDPBM | +| | | | | package AND a | +| | | | | Passport or | +| | | | | Passport Pro | +| | | | | package. | +| | | | | Customers who | +| | | | | have both | +| | | | | before 7/15/20 | +| | | | | are expected to | +| | | | | decide which | +| | | | | package they | +| | | | | want to keep | +| | | | | (in order to | +| | | | | avoid being | +| | | | | charged under | +| | | | | both). ** | +| | | | | IDPBM is only | +| | | | | available for | +| | | | | CRU lines on | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plans and | +| | | | | should always | +| | | | | be the choice | +| | | | | for customers | +| | | | | with such | +| | | | | plans. Mexico | +| | | | | Domestic rate | +| | | | | plans that | +| | | | | include travel | +| | | | | in Mexico with | +| | | | | no roaming | +| | | | | charges take | +| | | | | priority over | +| | | | | IDPIDP and | +| | | | | IDPBM for usage | +| | | | | in Mexico, so | +| | | | | no daily fee is | +| | | | | charged while | +| | | | | in Mexico. | +| | | | | Mexico roaming | +| | | | | bonus is not | +| | | | | compatible with | +| | | | | IDPIDP or | +| | | | | IDPBM. | +| | | | | Starting in | +| | | | | mid-October | +| | | | | 2022 & ending | +| | | | | November 1, | +| | | | | 2022, IDP | +| | | | | customers in | +| | | | | Lebanon will be | +| | | | | notified via | +| | | | | text that | +| | | | | Lebanon will no | +| | | | | longer be | +| | | | | included in IDP | +| | | | | and data | +| | | | | service will no | +| | | | | longer be | +| | | | | available in | +| | | | | Lebanon as of | +| | | | | November 1st. | +| | | | | Starting | +| | | | | November 1, | +| | | | | Pay-Per-Use | +| | | | | rates | +| | | | | (hyperlink to | +| | | | | PPU CCKM | +| | | | | article) for | +| | | | | voice and | +| | | | | messaging will | +| | | | | apply in | +| | | | | Lebanon.  Data | +| | | | | usage will not | +| | | | | be available. | +| | | | | Eligible Airlin | +| | | | | es/flights: Vis | +| | | | | it https://www. | +| | | | | aeromobile.net/ | +| | | | | airlines/ | +| | | | | Provisioning | +| | | | | AT&T will not | +| | | | | automatically | +| | | | | enroll most | +| | | | | customers in | +| | | | | IDP when on an | +| | | | | eligible | +| | | | | AeroMobile | +| | | | | enabled | +| | | | | international | +| | | | | flight, the | +| | | | | customer should | +| | | | | add it prior to | +| | | | | takeoff Cost | +| | | | | (same as IDP | +| | | | | destinations) | +| | | | | IDP - $10 a day | +| | | | | for each line | +| | | | | on the account  | +| | | | | IDPM - $10 a | +| | | | | day for at | +| | | | | least 1 line on | +| | | | | the account; $5 | +| | | | | a day for up to | +| | | | | 4 other lines | +| | | | | on the account | +| | | | | when charged a | +| | | | | daily fee on | +| | | | | the same | +| | | | | calendar date.  | +| | | | | If the customer | +| | | | | lands in an | +| | | | | included IDP | +| | | | | destination, | +| | | | | the 24-hour | +| | | | | usage period | +| | | | | continues, and | +| | | | | no additional | +| | | | | daily fees are | +| | | | | charged until | +| | | | | the 24-hour | +| | | | | usage period is | +| | | | | over. Find out | +| | | | | more on How it | +| | | | | Works Selling | +| | | | | Tips ✓ Simple | +| | | | | - One-time | +| | | | | enrollment | +| | | | | process with no | +| | | | | monthly charge. | +| | | | | Pay a daily fee | +| | | | | instead. ✓ | +| | | | | Flexible - | +| | | | | Daily fee per | +| | | | | device is only | +| | | | | charged when | +| | | | | there is usage | +| | | | | in an included | +| | | | | country. ✓ | +| | | | | Domestic Data, | +| | | | | Talk & Text - | +| | | | | Customers use | +| | | | | their domestic | +| | | | | data plan | +| | | | | internationally | +| | | | | without paying | +| | | | | additional data | +| | | | | roaming fees. | +| | | | | (Non-unlimited | +| | | | | plans may | +| | | | | result in | +| | | | | domestic | +| | | | | overage | +| | | | | charges.) ✓ | +| | | | | Comprehensive - | +| | | | | Customers can | +| | | | | relax, we've | +| | | | | got them | +| | | | | covered! IDP | +| | | | | and IDPBM are | +| | | | | now available | +| | | | | in over 210 | +| | | | | countries. Set | +| | | | | Expectations | +| | | | | IDPBM rate plan | +| | | | | requirements: | +| | | | | Source: | +| | | | | Content: | +| | | | | Customers can | +| | | | | easily purchase | +| | | | | and manage new | +| | | | | bundled | +| | | | | international | +| | | | | features in | +| | | | | Premier. The | +| | | | | benefits to | +| | | | | this are:¶ ¶ | +| | | | | Improves | +| | | | | customer | +| | | | | satisfaction. | +| | | | | Increases | +| | | | | options for | +| | | | | international | +| | | | | features. | +| | | | | Provides best | +| | | | | value for | +| | | | | international | +| | | | | features. | +| | | | | Reduces | +| | | | | forgotten | +| | | | | international | +| | | | | packages on | +| | | | | accounts. ¶ ¶ | +| | | | | Passport: | +| | | | | Smartphone | +| | | | | packages | +| | | | | include a data | +| | | | | allotment of | +| | | | | 2GB or 6GB, | +| | | | | with $30/GB | +| | | | | overage, | +| | | | | unlimited | +| | | | | messaging, and | +| | | | | discount per | +| | | | | minute calling | +| | | | | rates at $.35 | +| | | | | per minute. | +| | | | | Available for a | +| | | | | one-time charge | +| | | | | (OTC) or MRC. | +| | | | | Passport Pro: | +| | | | | Smartphone | +| | | | | package | +| | | | | includes a data | +| | | | | allotment of | +| | | | | 10GB, with data | +| | | | | speed slowed to | +| | | | | 256Kbps for | +| | | | | rest of bill | +| | | | | period, | +| | | | | unlimited | +| | | | | messaging, 250 | +| | | | | included | +| | | | | minutes ($.45 | +| | | | | per min | +| | | | | overage), and | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to the | +| | | | | world with AT&T | +| | | | | World Connect. | +| | | | | Data-only | +| | | | | device packages | +| | | | | include a data | +| | | | | allotment of | +| | | | | 2GB, 6GB, or | +| | | | | 10GB. Available | +| | | | | for a OTC | +| | | | | (excluding | +| | | | | 10GB) or MRC. | +| | | | | Available in | +| | | | | the Passport | +| | | | | footprint of | +| | | | | over 200 | +| | | | | countries | +| | | | | listed on att.c | +| | | | | om/globalcountr | +| | | | | ies. For | +| | | | | package | +| | | | | details, rates, | +| | | | | and coverage | +| | | | | areas, see:¶ a | +| | | | | tt.com/passport | +| | | | | business.att.co | +| | | | | m/passportpro¶ | +| | | | | OTC Passport | +| | | | | Packages¶ ¶ | +| | | | | Terms: OTC | +| | | | | Passport | +| | | | | packages are | +| | | | | for those who | +| | | | | travel from | +| | | | | 1-30 days. They | +| | | | | are valid for | +| | | | | 30 days and | +| | | | | expire | +| | | | | automatically. | +| | | | | Billing: | +| | | | | Passport bills | +| | | | | as an OTC that | +| | | | | applies on the | +| | | | | selected start | +| | | | | date. ¶ The | +| | | | | OTC doesn't | +| | | | | prorate if | +| | | | | expired early | +| | | | | and the | +| | | | | remaining days, | +| | | | | allowance, and | +| | | | | discounted | +| | | | | rates are | +| | | | | lost.¶ | +| | | | | Allowances: An | +| | | | | allowance with | +| | | | | a Passport | +| | | | | package rolls | +| | | | | over to the | +| | | | | next bill cycle | +| | | | | if not used up | +| | | | | in the first | +| | | | | bill cycle. | +| | | | | MRC Passport | +| | | | | Packages ¶ ¶ | +| | | | | Terms: | +| | | | | Recurring | +| | | | | Passport | +| | | | | packages are | +| | | | | for frequent or | +| | | | | extended stay | +| | | | | travelers, have | +| | | | | a 2-month | +| | | | | minimum term | +| | | | | for the 2GB and | +| | | | | 6GB packages, | +| | | | | and a 1-month | +| | | | | minimum term | +| | | | | for the 10GB | +| | | | | package, and | +| | | | | don't auto- | +| | | | | expire unless a | +| | | | | rep adds an | +| | | | | expiration date | +| | | | | in Telegence. | +| | | | | Billing: | +| | | | | Recurring | +| | | | | Passport and | +| | | | | Passport Pro | +| | | | | packages are | +| | | | | billed as an | +| | | | | MRC, which | +| | | | | bills monthly | +| | | | | until its | +| | | | | expiration or | +| | | | | removal from | +| | | | | the account. ¶ | +| | | | | The MRC | +| | | | | prorates upon | +| | | | | removal, but | +| | | | | the data | +| | | | | allowance | +| | | | | doesn't. Each | +| | | | | month, a new | +| | | | | recurring | +| | | | | Passport | +| | | | | allowance is | +| | | | | available for | +| | | | | use.¶ | +| | | | | Allowances: | +| | | | | With recurring | +| | | | | Passport or | +| | | | | Passport Pro | +| | | | | packages, the | +| | | | | MRC allowance | +| | | | | expires at the | +| | | | | end of each | +| | | | | bill cycle. | +| | | | | Additional | +| | | | | Information¶ ¶ | +| | | | | AT&T Passport | +| | | | | and AT&T | +| | | | | Passport Pro in | +| | | | | Premier FAQ. | +| | | | | AT&T World | +| | | | | Connect | +| | | | | Advantage and | +| | | | | AT&T World | +| | | | | Connect Value | +| | | | | (link not | +| | | | | available to | +| | | | | WSP). If you | +| | | | | have a | +| | | | | question, | +| | | | | submit a BRC | +| | | | | ticket by | +| | | | | choosing | +| | | | | Premier > | +| | | | | Training & | +| | | | | Support > | +| | | | | Questions. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 91 | [] | Which cruise | The AT&T | Content: Stay | +| | | ships are | Cruise | in touch while | +| | | eligible for | packages are | on your cruise! | +| | | the AT&T | available on | We have | +| | | Cruise | over 175 | packages on | +| | | Plans? | cruise ships | over 175 cruise | +| | | | (Source: | ships with no | +| | | | context). | extra charge on | +| | | | | land, in | +| | | | | Mexico, Canada, | +| | | | | and select | +| | | | | Caribbean | +| | | | | islands. Set | +| | | | | Sail and Stay | +| | | | | Connected Stay | +| | | | | connected with | +| | | | | up to 1GB of | +| | | | | data, talk and | +| | | | | unlimited test | +| | | | | on over 175 | +| | | | | cruise ships | +| | | | | with AT&T | +| | | | | Cruise packages | +| | | | | . Effective | +| | | | | June 1, 2023, | +| | | | | AT&T Cruise | +| | | | | packages are | +| | | | | being updated | +| | | | | to create more | +| | | | | value for | +| | | | | customers:  | +| | | | | $100 Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Plus’ | +| | | | | and remains a | +| | | | | $100 One Time | +| | | | | Cost $50 | +| | | | | Package is | +| | | | | renamed ‘AT&T | +| | | | | Cruise Basic’ | +| | | | | and is now a | +| | | | | $60 One Time | +| | | | | Cost | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Smartphones | +| | | | | only | +| | | | | Voice remains | +| | | | | Unlimited | +| | | | | Voice minutes | +| | | | | increase from | +| | | | | 50 minutes to | +| | | | | 100 minutes | +| | | | | Voice overages | +| | | | | reduced from | +| | | | | $2/min to | +| | | | | $1/min | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Text remains | +| | | | | Unlimited | +| | | | | Data allowance | +| | | | | increases from | +| | | | | 200MB to 1GB | +| | | | | Data overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Data allowance | +| | | | | increases from | +| | | | | no data to | +| | | | | 100MB Data | +| | | | | overage | +| | | | | increases in | +| | | | | value from | +| | | | | $2/MB to | +| | | | | $10/100MB | +| | | | | Usage of Cruise | +| | | | | Package is | +| | | | | limited to | +| | | | | eligible Cruise | +| | | | | Ships only | +| | | | | starting | +| | | | | 6/1/23; IDP | +| | | | | will auto- | +| | | | | provision on | +| | | | | land-based | +| | | | | carriers for | +| | | | | eligible | +| | | | | customers. | +| | | | | Prior to | +| | | | | 6/1/23, Cruise | +| | | | | usage was | +| | | | | allowed in | +| | | | | Canada, Mexico | +| | | | | and some | +| | | | | Caribbean | +| | | | | Islands | +| | | | | For customers | +| | | | | that DO NOT | +| | | | | select a Cruise | +| | | | | Package or are | +| | | | | on a non- | +| | | | | eligible ship, | +| | | | | Pay-Per Use | +| | | | | Data remains @ | +| | | | | $2.05/MB for | +| | | | | data, $3/minute | +| | | | | for voice, | +| | | | | $0.50 per SMS & | +| | | | | $1.30 per MMS. | +| | | | | By increasing | +| | | | | the data | +| | | | | allowance in | +| | | | | both packages | +| | | | | and providing | +| | | | | greater value | +| | | | | in data | +| | | | | overages, | +| | | | | recommend a | +| | | | | Cruise package | +| | | | | for your | +| | | | | customers | +| | | | | compared to | +| | | | | Pay-Per-Use | +| | | | | rates! Start | +| | | | | the | +| | | | | conversation | +| | | | | Important | +| | | | | Questions for | +| | | | | the Customer ✔ | +| | | | | Which cruise | +| | | | | line will you | +| | | | | be sailing | +| | | | | on?(Confirm | +| | | | | cruise | +| | | | | line/ship is | +| | | | | listed on | +| | | | | Cruise Ships | +| | | | | Guide  and | +| | | | | record it in | +| | | | | notes.) ✔ How | +| | | | | long will you | +| | | | | be on your crui | +| | | | | se?(Recommend | +| | | | | the right | +| | | | | package(s) to | +| | | | | cover all | +| | | | | usage.) ✔ | +| | | | | Where is your | +| | | | | cruise taking | +| | | | | you?(Recommend | +| | | | | IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport for | +| | | | | when customer | +| | | | | is on shore. | +| | | | | AT&T Cruise | +| | | | | packages do not | +| | | | | cover usage in | +| | | | | port or on | +| | | | | land. ✔ Is | +| | | | | travel in | +| | | | | Mexico or | +| | | | | Canada included | +| | | | | in your | +| | | | | domestic rate | +| | | | | plan?(Rated as | +| | | | | domestic) ✔ | +| | | | | Will you be | +| | | | | using data | +| | | | | while you are | +| | | | | away?(If | +| | | | | estimated data | +| | | | | usage is | +| | | | | greater than | +| | | | | 200MBs, suggest | +| | | | | using IDP for | +| | | | | Business or | +| | | | | Business | +| | | | | Passport when | +| | | | | on the ship in | +| | | | | port or | +| | | | | onshore.) ✔ | +| | | | | Packages are | +| | | | | available on | +| | | | | over 175 cruise | +| | | | | ships. Choose | +| | | | | the cruise | +| | | | | package that's | +| | | | | right for you! | +| | | | | Auto expires in | +| | | | | 30 days! There | +| | | | | are two plans | +| | | | | to choose from, | +| | | | | depending on | +| | | | | your device | +| | | | | type: AT&T | +| | | | | Cruise Plus | +| | | | |  $100 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk | +| | | | | and Text*: | +| | | | | Unlimited  ✔ | +| | | | | Data: 1GB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance  ✔ | +| | | | | Available for | +| | | | | smartphones & t | +| | | | | ablets *Standar | +| | | | | d domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. AT&T | +| | | | | Cruise Basic | +| | | | |  $60 One-time | +| | | | | charge for 30 | +| | | | | days  ✔ Talk: | +| | | | | 100 minutes; | +| | | | | overage $1.00 | +| | | | | per minute  ✔ | +| | | | | Text*: | +| | | | | Unlimited ✔ | +| | | | | Data:  100MB; | +| | | | | $10.00 per | +| | | | | 100MB if | +| | | | | customer | +| | | | | surpasses data  | +| | | | |  allowance ✔ | +| | | | | Available for | +| | | | | smartphones | +| | | | | only *Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and  | +| | | | |  video messages | +| | | | | received. | +| | | | | Click here | +| | | | | (AT&T Data | +| | | | | Calculator - | +| | | | | Estimate Your | +| | | | | Internet Data | +| | | | | Usage | +| | | | | (att.com)) if | +| | | | | your customer | +| | | | | needs help | +| | | | | determining | +| | | | | their data | +| | | | | needs How do | +| | | | | you add a | +| | | | | cruise ship | +| | | | | package? AT&T | +| | | | | Cruise Ship | +| | | | | packages can be | +| | | | | purchased as of | +| | | | | February 20, | +| | | | | 2020 in these | +| | | | | sales channels: | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS) The | +| | | | | myAT&T secured | +| | | | | account What | +| | | | | if the Cruise | +| | | | | package doesn | +| | | | | Source: | +| | | | | Content: 't | +| | | | | cover the | +| | | | | customer's | +| | | | | cruise? If | +| | | | | your Cruise | +| | | | | doesn't qualify | +| | | | | for a Cruise | +| | | | | package No | +| | | | | problem! Your | +| | | | | device | +| | | | | may still work, | +| | | | | but your usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates. Talk | +| | | | | for $3.00 | +| | | | | Text: | +| | | | | $0.50/message, | +| | | | | $1.30/picture | +| | | | | or video | +| | | | | message Data: | +| | | | | $2.05/MB | +| | | | | ($.002/KB)** | +| | | | | Standard | +| | | | | domestic | +| | | | | messaging rates | +| | | | | apply to text, | +| | | | | picture, and | +| | | | | video messages | +| | | | | received.**Usag | +| | | | | e is calculated | +| | | | | in full | +| | | | | kilobyte | +| | | | | increments | +| | | | | ($0.002/KB) and | +| | | | | rounded up to | +| | | | | the next full- | +| | | | | kilobyte | +| | | | | increment. | +| | | | | Details | +| | | | | Eligibility | +| | | | | Requirements & | +| | | | | Restrictions ✔ | +| | | | | Must meet | +| | | | | international | +| | | | | eligibility | +| | | | | requirements. | +| | | | | ✔ Available to | +| | | | | Consumer/IRU/CR | +| | | | | U, FirstNet and | +| | | | | AT&T Signature | +| | | | | Program (SIG) | +| | | | | customers. ✔ | +| | | | | Work with any | +| | | | | domestic rate | +| | | | | plan. ✔ | +| | | | | Required per | +| | | | | CTN. ✔ | +| | | | | Available | +| | | | | for smartphone | +| | | | | and for tablets | +| | | | |  (wearables and | +| | | | | connected car | +| | | | | are excluded). | +| | | | | ✔ Private | +| | | | | yachts, river | +| | | | | cruises, and | +| | | | | ferries do not | +| | | | | qualify for | +| | | | | Cruise OTC | +| | | | | packages. ✔ | +| | | | | Usage is | +| | | | | discounted by | +| | | | | package on over | +| | | | | 175 cruise | +| | | | | ships. ✔ Usage | +| | | | | is billed at | +| | | | | Pay-Per-Use | +| | | | | rates on other | +| | | | | cruise ships. | +| | | | | Selling Tips | +| | | | | Help Consumer | +| | | | | customers | +| | | | | purchase a | +| | | | | package1 in 3 | +| | | | | different ways: | +| | | | | Direct the | +| | | | | customer to | +| | | | | their myAT&T | +| | | | | account and | +| | | | | follow the | +| | | | | international | +| | | | | guided flow. | +| | | | | Business | +| | | | | customers can | +| | | | | purchase a | +| | | | | package by | +| | | | | calling | +| | | | | Business | +| | | | | Customer Sales | +| | | | | & Service | +| | | | | (BCSS). | +| | | | | Suggest adding | +| | | | | International | +| | | | | Day Pass for | +| | | | | Business or | +| | | | | AT&T Business | +| | | | | Passport to | +| | | | | cover usage on | +| | | | | land or in | +| | | | | port. | +| | | | | 1Packages are | +| | | | | not available | +| | | | | for | +| | | | | provisioning | +| | | | | via OPUS, | +| | | | | Premier, or the | +| | | | | IVR.2The myAT&T | +| | | | | international | +| | | | | guided flow is | +| | | | | frequently | +| | | | | updated; | +| | | | | screenshots may | +| | | | | not always | +| | | | | match the | +| | | | | actual | +| | | | | experience. | +| | | | | Additional Plan | +| | | | | Information | +| | | | | Cruise Packages | +| | | | | Details $60 | +| | | | | AT&T Cruise | +| | | | | Basic $100 | +| | | | | AT&T Cruise | +| | | | | Plus Price | +| | | | | $60 $100 | +| | | | | Eligible | +| | | | | Devices | +| | | | | Smartphones | +| | | | | only | +| | | | | Smartphones and | +| | | | | Tablets | +| | | | | Minutes(Calls | +| | | | | made or | +| | | | | received while | +| | | | | international | +| | | | | roaming) | +| | | | | 100Overage: | +| | | | | $1/minute | +| | | | | Unlimited | +| | | | | Messages sent | +| | | | | (text, picture, | +| | | | | or video) while | +| | | | | international | +| | | | | roaming | +| | | | | (Domestic rates | +| | | | | apply to | +| | | | | messages | +| | | | | received) | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Unlimited Sent | +| | | | | Heads up: | +| | | | | Unlimited | +| | | | | messaging | +| | | | | applies to SMS | +| | | | | and MMS only. | +| | | | | Other messaging | +| | | | | services and | +| | | | | iMessages will | +| | | | | use the data | +| | | | | available in | +| | | | | this package. | +| | | | | Cellular Data | +| | | | | (International | +| | | | | roaming) | +| | | | | 100MBOverage: | +| | | | | $10 per 100MB | +| | | | | 1GBOverage: $10 | +| | | | | per 100MB CRU | +| | | | | SOC IRCSPVMD | +| | | | | IRCSP1GB | +| | | | | FirstNet SOC | +| | | | | (Black SIM) | +| | | | | FNCSPVMD | +| | | | | FNCSP1GB | +| | | | | FirstNet AT&T | +| | | | | SOC(Orange SIM) | +| | | | | IRCSPVMD | +| | | | | IRCSP1GB Other | +| | | | | Details The | +| | | | | customer's | +| | | | | device is | +| | | | | registered on | +| | | | | the ship's | +| | | | | cellular | +| | | | | network when | +| | | | | Cellular at | +| | | | | Sea, 901-18 or | +| | | | | NOR-18 displays | +| | | | | on the device | +| | | | | in the upper- | +| | | | | left side of | +| | | | | the device's | +| | | | | screen. The | +| | | | | customer's | +| | | | | device switches | +| | | | | and registers | +| | | | | on a cellular | +| | | | | network from a | +| | | | | provider in the | +| | | | | country as the | +| | | | | ship approaches | +| | | | | land. When | +| | | | | ships are | +| | | | | docked or | +| | | | | tendered at a | +| | | | | U.S. port, | +| | | | | including | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands, and | +| | | | | the customer is | +| | | | | connected to a | +| | | | | land-based | +| | | | | cellular | +| | | | | carrier, usage | +| | | | | onboard the | +| | | | | ship is billed | +| | | | | at domestic | +| | | | | rates. The OTC | +| | | | | charge: | +| | | | | Bills only once | +| | | | | on the | +| | | | | package's | +| | | | | effective date, | +| | | | | even if the | +| | | | | package crosses | +| | | | | a bill cycle. | +| | | | | Does not pro- | +| | | | | rate. Will | +| | | | | bill once its | +| | | | | effective date | +| | | | | has passed. | +| | | | | Will not bill | +| | | | | if the package | +| | | | | is expired | +| | | | | before or on | +| | | | | its effective | +| | | | | date. Cruise | +| | | | | ships are not | +| | | | | included in | +| | | | | AT&T Business | +| | | | | Passport or | +| | | | | International | +| | | | | Day Pass for Bu | +| | | | | siness packages | +| | | | | . Billing | +| | | | | Priorities | +| | | | | International | +| | | | | usage is rated | +| | | | | in this billing | +| | | | | priority: 1st | +| | | | | - Domestic Rate | +| | | | | Plan, if it | +| | | | | includes | +| | | | | roaming | +| | | | | coverage in | +| | | | | international | +| | | | | countries | +| | | | | (example Mexico | +| | | | | and/or | +| | | | | Canada)2nd - | +| | | | | International | +| | | | | Day Pass3rd - | +| | | | | Passport4th - | +| | | | | AT&T Cruise | +| | | | | Ship Package5th | +| | | | | - Pay per use | +| | | | | Examples of how | +| | | | | rating occurs: | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that | +| | | | | includes Mexico | +| | | | | and Canada. | +| | | | | Extras on | +| | | | | customer's CT | +| | | | | Source: | +| | | | | Content: N: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Mexico and | +| | | | | Canada rated by | +| | | | | the domestic | +| | | | | rate plan. | +| | | | | Only Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. All | +| | | | | other usage in | +| | | | | IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. See | +| | | | | Cruise packages | +| | | | | for additional | +| | | | | support. | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages. | +| | | | | Review Rates | +| | | | | and Coverage | +| | | | | Only offer | +| | | | | current | +| | | | | available | +| | | | | offers. | +| | | | | External Site | +| | | | | www.att.com/glo | +| | | | | bal 4 | +| | | | | Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T | +| | | | | World: www.att. | +| | | | | com/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Roaming | +| | | | | Refer to How to | +| | | | | Use Your Phone | +| | | | | Outside of the | +| | | | | U.S. - BCSS. | +| | | | | Calls placed or | +| | | | | received from | +| | | | | cruise ships | +| | | | | are not | +| | | | | discounted. | +| | | | | For rates and | +| | | | | details, see | +| | | | | AT&T Cruise | +| | | | | One-Time Charge | +| | | | | (OTC) | +| | | | | Packages.  | +| | | | | Provide the | +| | | | | external number | +| | | | | (+1.314.925.692 | +| | | | | 5) for troubles | +| | | | | hooting.  | +| | | | | This call is | +| | | | | free from the | +| | | | | customer's | +| | | | | wireless phone | +| | | | | while traveling | +| | | | | internationally | +| | | | | .  There is a | +| | | | | charge if the | +| | | | | call is from a | +| | | | | wired phone; | +| | | | | however, AT&T | +| | | | | obtains a | +| | | | | callback number | +| | | | | and calls the | +| | | | | customer back | +| | | | | to minimize | +| | | | | costs to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key.  | +| | | | | For BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | International | +| | | | | Traveling - | +| | | | | Passport or | +| | | | | Global | +| | | | | Messaging | +| | | | | features | +| | | | | Sending - | +| | | | | Messages are | +| | | | | unlimited and | +| | | | | do not draw | +| | | | | from a domestic | +| | | | | messaging plan: | +| | | | | ◦No matter | +| | | | | where you send | +| | | | | it (individual | +| | | | | to individual | +| | | | | only) | +| | | | | Example: While | +| | | | | in Italy, | +| | | | | sending a | +| | | | | message to | +| | | | | someone else in | +| | | | | Italy, or | +| | | | | someone back to | +| | | | | the U.S.  | +| | | | | Receiving - | +| | | | | Domestic | +| | | | | messaging rate | +| | | | | applies to | +| | | | | messages | +| | | | | received: | +| | | | | Messages can | +| | | | | come from any | +| | | | | international | +| | | | | location, or | +| | | | | from the U.S.  | +| | | | | Customers with | +| | | | | an unlimited | +| | | | | messaging | +| | | | | domestic plan, | +| | | | | such as Mobile | +| | | | | Share Advantage | +| | | | | plans, receive | +| | | | | unlimited | +| | | | | messaging while | +| | | | | traveling.  | +| | | | | Voicemail | +| | | | | Voicemail | +| | | | | Charges If | +| | | | | the device is | +| | | | | turned on and | +| | | | | registering on | +| | | | | a foreign | +| | | | | carrier's | +| | | | | GSM/GPRS/UMTS | +| | | | | network, | +| | | | | unanswered | +| | | | | calls that | +| | | | | route to the | +| | | | | AT&T voicemail | +| | | | | system are | +| | | | | charged as an | +| | | | | international | +| | | | | roaming | +| | | | | incoming call | +| | | | | to the device. | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming.  | +| | | | | Visual | +| | | | | Voicemail ( | +| | | | | Source: | +| | | | | Content: ¶ ¶ | +| | | | | Beginning | +| | | | | December 14, | +| | | | | 2022, the | +| | | | | DataPlus and | +| | | | | DataPro plans | +| | | | | are on a sales | +| | | | | hold. AT&T | +| | | | | will not accept | +| | | | | orders for new | +| | | | | services, add- | +| | | | | a-lines, and | +| | | | | rate plan | +| | | | | changes. | +| | | | | However, we | +| | | | | will continue | +| | | | | to allow our | +| | | | | existing | +| | | | | customers on | +| | | | | these plans if | +| | | | | groups have not | +| | | | | reached the | +| | | | | maximum lines | +| | | | | allowed.Now | +| | | | | included AT&T | +| | | | | Call Protect!¶ | +| | | | | ¶ AT&T enables | +| | | | | Call Protect | +| | | | | Service to | +| | | | | Protect Against | +| | | | | Robocalls. | +| | | | | AT&T Call | +| | | | | Protect, a | +| | | | | complimentary | +| | | | | service aimed | +| | | | | at protecting | +| | | | | its users from | +| | | | | automated phone | +| | | | | calls, also | +| | | | | referred to as | +| | | | | robocalls. The | +| | | | | service debuts | +| | | | | after the U.S. | +| | | | | Federal | +| | | | | Communications | +| | | | | asked wireless | +| | | | | companies to | +| | | | | offer free | +| | | | | robocall | +| | | | | blocking | +| | | | | services. ¶ ¶ | +| | | | | Available for | +| | | | | CRU only. | +| | | | | $69.99 | +| | | | | Unlimited Plan | +| | | | | is not eligible | +| | | | | for FAN | +| | | | | discounts. | +| | | | | Make every | +| | | | | attempt to | +| | | | | resolve the | +| | | | | callers issue. | +| | | | | If unable to | +| | | | | resolve the | +| | | | | issue, involve | +| | | | | a team | +| | | | | manager/floor | +| | | | | support rep | +| | | | | (FSR). ¶ ¶ | +| | | | | All customers | +| | | | | on Rollover | +| | | | | plans who want | +| | | | | to migrate to a | +| | | | | new plan (new | +| | | | | price point) | +| | | | | can carry over | +| | | | | only the amount | +| | | | | of Rollover | +| | | | | Minutes equal | +| | | | | to the Anytime | +| | | | | Minutes in the | +| | | | | new plan.¶ ¶ | +| | | | | Walk the | +| | | | | customer | +| | | | | through how to | +| | | | | select a rate | +| | | | | plan using the | +| | | | | self-service | +| | | | | option that | +| | | | | fits their | +| | | | | need:¶ ¶ | +| | | | | Account Type | +| | | | | Online | +| | | | | Smartphone App | +| | | | | CRU/Small | +| | | | | Business (with | +| | | | | FAN) Premier: | +| | | | | wireless.att.co | +| | | | | m/businesscare | +| | | | | ¶ MyATT | +| | | | | Business App: w | +| | | | | ww.att.com/busi | +| | | | | nesssupport/¶ | +| | | | | ¶ Select: | +| | | | | Mobile | +| | | | | Application > | +| | | | | Operating | +| | | | | System > Scan | +| | | | | the QR code to | +| | | | | install the | +| | | | | App.¶ Small | +| | | | | Business (no | +| | | | | FAN), AT&T | +| | | | | Signature | +| | | | | Program | +| | | | | att.com MyATT | +| | | | | App: Text the | +| | | | | word Account to | +| | | | | 8758 to receive | +| | | | | a link to | +| | | | | download the | +| | | | | App. AT&T | +| | | | | Business Nation | +| | | | | Pricing¶ ¶ | +| | | | | Monthly Access | +| | | | | Anytime Minutes | +| | | | | Additional | +| | | | | Minutes | +| | | | | Included Nights | +| | | | | and Weekends | +| | | | | (N&W) Minutes | +| | | | | Included Mobile | +| | | | | to Mobile (M2M) | +| | | | | Minutes $39.99 | +| | | | | 450 Rollover | +| | | | | $0.45 5,000 | +| | | | | Unlimited | +| | | | | $59.99 900 | +| | | | | Rollover $0.40 | +| | | | | Unlimited | +| | | | | $79.99* 1,350 | +| | | | | Rollover $0.35 | +| | | | | $99.99* 2,000 | +| | | | | Rollover $0.25 | +| | | | | $149.99* 4,000 | +| | | | | Rollover | +| | | | | $199.99* 6,000 | +| | | | | Rollover $0.20 | +| | | | | AT&T Nation GSM | +| | | | | Unlimited Voice | +| | | | | Pricing $69.99 | +| | | | | (Unlimited | +| | | | | Voice) | +| | | | | Unlimited N/A | +| | | | | Unlimited | +| | | | | Unlimited | +| | | | | Plans are not | +| | | | | available and | +| | | | | should only be | +| | | | | provisioned to | +| | | | | contracted | +| | | | | business and | +| | | | | government | +| | | | | customers where | +| | | | | contracts do | +| | | | | not allow | +| | | | | unlimited | +| | | | | plans, due to | +| | | | | discounting | +| | | | | restrictions.¶ | +| | | | | ¶ Rules and | +| | | | | Restrictions | +| | | | | for AT&T | +| | | | | Business | +| | | | | Solutions | +| | | | | (ABS)¶ ¶ | +| | | | | Business Nation | +| | | | | plans are | +| | | | | available on:¶ | +| | | | | ¶ AT&T | +| | | | | Corporate | +| | | | | Digital | +| | | | | Advantage | +| | | | | (ACDA)Corporate | +| | | | | Digital | +| | | | | Advantage (CDA) | +| | | | | and related | +| | | | | legacy | +| | | | | contracts | +| | | | | including | +| | | | | NASAT&T Mobile | +| | | | | Business | +| | | | | (AMB)Government | +| | | | | contracts such | +| | | | | as: Gov, GovPA, | +| | | | | GSA, CGSA, | +| | | | | WSCA, WSCA PA, | +| | | | | CMSA, CMSA2006, | +| | | | | FSS, or | +| | | | | CFSSWireless | +| | | | | Business | +| | | | | Advantage | +| | | | | (WBA)Regional @ | +| | | | | vantage for | +| | | | | Business | +| | | | | (R@V)Customer | +| | | | | Master Service | +| | | | | Agreement | +| | | | | (CMSA)Business | +| | | | | Service | +| | | | | Agreement | +| | | | | (BSA)See | +| | | | | individual | +| | | | | offer contracts | +| | | | | for additional | +| | | | | terms and | +| | | | | conditions | +| | | | | (T&Cs).¶ For | +| | | | | CMSA and BSA: | +| | | | | contract type | +| | | | | discounts are | +| | | | | available only | +| | | | | for CRUs with a | +| | | | | minimum of five | +| | | | | lines. See | +| | | | | program | +| | | | | description for | +| | | | | rules about | +| | | | | discounts for | +| | | | | contract types | +| | | | | such as ACDA, | +| | | | | CCDA, CDA, AMB, | +| | | | | CBE, and WBA. | +| | | | | Allows GAIT | +| | | | | handsets for | +| | | | | migrating | +| | | | | customers only. | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 92 | [] | Are there | Yes, there | Content: Jump | +| | | other | are other | to: What I Need | +| | | calling | calling | to Do | Feature | +| | | packages | packages | Codes | Selling | +| | | that provide | that provide | Tips | FAQ ¶ ¶ | +| | | discounts on | discounts on | ¶ AT&T | +| | | ILD calling | ILD calling | International | +| | | from the | from the | Calling | +| | | U.S.? | U.S. One | (formerly known | +| | | | such package | as World | +| | | | is AT&T | Connect | +| | | | World | Advantage)¶ | +| | | | Connect | AT&T | +| | | | Value | International | +| | | | (retired), | Calling is a | +| | | | which | feature that | +| | | | provides | can be added to | +| | | | discounted | a postpaid rate | +| | | | calling from | plan. The | +| | | | the U.S. to | package | +| | | | 225 | includes:¶ ¶ | +| | | | countries. | Unlimited | +| | | | Another | calling to | +| | | | package is | Canada and | +| | | | AT&T Interna | Mexico (rated | +| | | | tional | at $0/minute) | +| | | | Calling, | Unlimited | +| | | | which | calling from | +| | | | includes | the U.S. to | +| | | | unlimited | over 85 | +| | | | calling to | countries. | +| | | | Canada and | Discounted | +| | | | Mexico and | calling from | +| | | | discounted | the U.S. to | +| | | | calling to | over 140 | +| | | | over 140 | countries:¶ | +| | | | countries. | For a complete | +| | | | (Source: | list of | +| | | | context) | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.See | +| | | | | Retired AT&T | +| | | | | World Connect | +| | | | | Value Rates for | +| | | | | additional | +| | | | | support.¶ $15 | +| | | | | per month, per | +| | | | | line. Feature | +| | | | | Code ILDWCADV¶ | +| | | | | See feature | +| | | | | codes for a | +| | | | | list on | +| | | | | incompatible | +| | | | | features.¶ If | +| | | | | a customer's | +| | | | | rate plan | +| | | | | doesn't include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/min) | +| | | | | apply to | +| | | | | international | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance. ¶ ¶ | +| | | | | ¶ World | +| | | | | Connect Value | +| | | | | (retired)¶ | +| | | | | Visit retired | +| | | | | rates for | +| | | | | additional | +| | | | | support.World | +| | | | | Connect Value | +| | | | | (retired) is an | +| | | | | ILD MRC | +| | | | | providing | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to 225 | +| | | | | countries. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Calling from | +| | | | | the U.S. to | +| | | | | Mexico and U.S. | +| | | | | to Canada is $0 | +| | | | | per minute. | +| | | | | Discounted | +| | | | | rates to both | +| | | | | wired and | +| | | | | wireless | +| | | | | numbers in over | +| | | | | 225 countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.¶ | +| | | | | $5 per month, | +| | | | | per line. | +| | | | | Feature Code: | +| | | | | ILWCV2 If the | +| | | | | customer's rate | +| | | | | plan doesn't | +| | | | | include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/minute) | +| | | | | apply to ILD | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance.¶ ¶ | +| | | | | Access to links | +| | | | | on this page is | +| | | | | restricted | +| | | | | based on your | +| | | | | profile.¶ ¶ ¶ | +| | | | | What I Need to | +| | | | | Know ¶ Check | +| | | | | eligibility, | +| | | | | using ILD | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Tell the | +| | | | | customer what | +| | | | | is included or | +| | | | | covered. | +| | | | | Provide the | +| | | | | effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Advise | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. ¶ ¶ | +| | | | | ¶ Feature ¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (ILDWCADV) and | +| | | | | SOC is | +| | | | | incompatible | +| | | | | with:¶ ¶ | +| | | | | World Connect | +| | | | | (ILWC) AT&T | +| | | | | Latin America | +| | | | | Talk and Text | +| | | | | (ILDLATT) AT&T | +| | | | | Latin America | +| | | | | Calling | +| | | | | (ILDLATWHP) | +| | | | | AT&T Dominican | +| | | | | Republic | +| | | | | (ILNYDR) AT&T | +| | | | | Caribbean | +| | | | | Calling (ILCC) | +| | | | | AT&T World | +| | | | | Connect for | +| | | | | Agent Sales | +| | | | | (ILWA) AT&T | +| | | | | World Connect | +| | | | | Value East Asia | +| | | | | and India | +| | | | | (ILWCA) The | +| | | | | SOC is also | +| | | | | incompatible | +| | | | | with the | +| | | | | following call | +| | | | | restriction | +| | | | | codes:¶ ¶ ICR | +| | | | | ICR1 ICR2 | +| | | | | ZZNOILD2 | +| | | | | (formerly | +| | | | | ZZNOILD) ¶ ¶ | +| | | | | ¶ Selling | +| | | | | Tips ¶ | +| | | | | Qualifying | +| | | | | Questions¶ ¶ | +| | | | | How often do | +| | | | | you call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | which | +| | | | | countries? How | +| | | | | many family | +| | | | | members or | +| | | | | friends live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your company's | +| | | | | business | +| | | | | require you | +| | | | | often call | +| | | | | another | +| | | | | country? ¶ ¶ | +| | | | | Source: | +| | | | | Content: | +| | | | | Eligibility | | +| | | | | Provisioning | | +| | | | | Troubleshooting | +| | | | | | Additional | +| | | | | Resources What | +| | | | | is | +| | | | | International | +| | | | | Long Distance | +| | | | | The customer is | +| | | | | in the U.S.  | +| | | | | They are using | +| | | | | the mobile | +| | | | | device to | +| | | | | call/send a | +| | | | | message to | +| | | | | someone in a | +| | | | | foreign | +| | | | | country. | +| | | | | Example: The | +| | | | | customer is in | +| | | | | Atlanta placing | +| | | | | a call or | +| | | | | sending a text | +| | | | | message to | +| | | | | Germany.  | +| | | | | Exception: | +| | | | | These countries | +| | | | | and territories | +| | | | | use the North | +| | | | | American Number | +| | | | | plan and the | +| | | | | ILD feature is | +| | | | | not needed to | +| | | | | call: | +| | | | | American | +| | | | | Samoa,* | +| | | | | Anguilla, | +| | | | | Antigua, | +| | | | | Barbuda, | +| | | | | Bahamas, | +| | | | | Barbados, | +| | | | | Bermuda, | +| | | | | British | +| | | | | Dominican | +| | | | | Republic, | +| | | | | Canada, | +| | | | | Grenada, | +| | | | | Jamaica, | +| | | | | Montserrat, St. | +| | | | | Lucia, St. | +| | | | | Kitts, Nevis, | +| | | | | St. Vincent, | +| | | | | the Grenadines, | +| | | | | Sint Maarten | +| | | | | (this is not | +| | | | | St. Martin), | +| | | | | Trinidad, | +| | | | | Tobago, Turks, | +| | | | | Caicos, and | +| | | | | U.S. | +| | | | | territories | +| | | | | (Guam, Northern | +| | | | | Mariana | +| | | | | Islands, Puerto | +| | | | | Rico, and the | +| | | | | USVI) | +| | | | | *Calls to | +| | | | | American Samoa | +| | | | | rate as an | +| | | | | international | +| | | | | toll call. | +| | | | | Recommend an | +| | | | | ILD feature for | +| | | | | customers | +| | | | | calling | +| | | | | American Samoa. | +| | | | | Back to Top | +| | | | | Eligibility | +| | | | | CRU (FAN/Non- | +| | | | | FAN) | +| | | | | Enterprise GBS | +| | | | | - All | +| | | | | international | +| | | | | services are | +| | | | | available to | +| | | | | Enterprise | +| | | | | customers | +| | | | | (TLG/NBI - | +| | | | | credit class A, | +| | | | | J, M) at time | +| | | | | of activation.  | +| | | | | For all other | +| | | | | CRU customers, | +| | | | | eligibility | +| | | | | rules are as | +| | | | | follows:  | +| | | | | Any | +| | | | | international | +| | | | | long distance | +| | | | | service is | +| | | | | available at | +| | | | | activation to | +| | | | | customers in | +| | | | | AT&T Retail | +| | | | | with qualifying | +| | | | | credit | +| | | | | classes.  | +| | | | | Otherwise, 3 | +| | | | | months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN with good | +| | | | | payment history | +| | | | | and no current | +| | | | | fraud hotline | +| | | | | is required.  | +| | | | | SIG | +| | | | | BMC/BME: | +| | | | | Transfer all | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | requests to | +| | | | | provision | +| | | | | international | +| | | | | features to | +| | | | | Consumer | +| | | | | Customer | +| | | | | Service.  | +| | | | | Others: Check | +| | | | | Eligibility  | +| | | | | Three months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN  A good | +| | | | | payment | +| | | | | history  No | +| | | | | current fraud | +| | | | | hotline  | +| | | | | Exception: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | packages do not | +| | | | | require an | +| | | | | eligibility | +| | | | | check, | +| | | | | provision.  | +| | | | | The billing | +| | | | | system | +| | | | | automatically | +| | | | | checks the | +| | | | | above | +| | | | | eligibility | +| | | | | rules upon | +| | | | | provisioning. | +| | | | |  See | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | Eligibility  | +| | | | | Back to Top | +| | | | | Provisioning | +| | | | | International | +| | | | | Feature Already | +| | | | | Provisioned | +| | | | | Assist the | +| | | | | customer with | +| | | | | their request. | +| | | | | Verify Feature | +| | | | | is Provisioned | +| | | | | Verify the | +| | | | | feature is in | +| | | | | the billing | +| | | | | system | +| | | | | (Telegence). | +| | | | | Verify the | +| | | | | information in | +| | | | | TORCH matches | +| | | | | the feature in | +| | | | | the billing | +| | | | | system. | +| | | | | If Then | +| | | | | Not Provisioned | +| | | | | Correctly | +| | | | | Follow Check | +| | | | | International | +| | | | | Features | +| | | | | Provisioning - | +| | | | | TORCH | +| | | | | Provisioned | +| | | | | Correctly | +| | | | | Review the | +| | | | | feature | +| | | | | expectations | +| | | | | with the | +| | | | | customer | +| | | | | in step 3  of | +| | | | | the No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | section. | +| | | | | Add / Change | +| | | | | Feature Follow | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | steps. | +| | | | | Remove Feature | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know | +| | | | | Inform the | +| | | | | customer they | +| | | | | can add and | +| | | | | remove | +| | | | | International | +| | | | | Voice and Data | +| | | | | features: | +| | | | | CRU customers: | +| | | | | Use Premier. | +| | | | | If the feature | +| | | | | is removed or | +| | | | | set to be | +| | | | | removed on a | +| | | | | future date:  | +| | | | | Explain how the | +| | | | | prorated | +| | | | | charges will | +| | | | | appear on the | +| | | | | customer's next | +| | | | | bill following | +| | | | | the feature | +| | | | | removal.  | +| | | | | Explain any | +| | | | | prorated | +| | | | | minutes or | +| | | | | messages, if | +| | | | | applicable.  | +| | | | | Advise the | +| | | | | customer that | +| | | | | dialing to a | +| | | | | country within | +| | | | | the North | +| | | | | American | +| | | | | Numbering plan | +| | | | | does not | +| | | | | require an ILD | +| | | | | feature on the | +| | | | | customer's | +| | | | | mobile number | +| | | | | and they still | +| | | | | have the | +| | | | | ability to dial | +| | | | | to these | +| | | | | countries: | +| | | | | Refer to Intern | +| | | | | ational Long | +| | | | | Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired). | +| | | | | Charges may | +| | | | | take up to 60 | +| | | | | days for | +| | | | | minutes (or | +| | | | | charges) used | +| | | | | outside their | +| | | | | home area to | +| | | | | appear on their | +| | | | | bill. | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | 1 Confirm the | +| | | | | customer's | +| | | | | eligibility. | +| | | | | If not | +| | | | | eligible, and | +| | | | | requesting an | +| | | | | exception, foll | +| | | | | ow Internationa | +| | | | | l Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS. | +| | | | | Per the | +| | | | | exception | +| | | | | process for CRU | +| | | | | customers, | +| | | | | review features | +| | | | | and | +| | | | | expectations | +| | | | | before | +| | | | | requesting an | +| | | | | international | +| | | | | feature. | +| | | | | Source: | +| | | | | Content: | +| | | | | P/IDPBM | +| | | | | countries to | +| | | | | the U.S. and | +| | | | | other IDP/IDPBM | +| | | | | countries. | +| | | | | Calls from | +| | | | | IDP/IDPBM | +| | | | | countries to | +| | | | | non-IDP/IDPBM | +| | | | | countries incur | +| | | | | ILD charges. | +| | | | | For IDP | +| | | | | customers on | +| | | | | non-unlimited | +| | | | | domestic plans, | +| | | | | minutes are | +| | | | | drawn from the | +| | | | | domestic voice | +| | | | | plan allowance | +| | | | | and overage | +| | | | | charges may | +| | | | | apply. Pay- | +| | | | | per-use rates | +| | | | | apply unless a | +| | | | | domestic plan | +| | | | | includes these | +| | | | | countries or an | +| | | | | ILD package is | +| | | | | added. For | +| | | | | details, see at | +| | | | | t.com/worldconn | +| | | | | ect. Available | +| | | | | on phones only. | +| | | | | Unlimited Text | +| | | | | to the World | +| | | | | Applies only to | +| | | | | AT&T Short | +| | | | | Messaging | +| | | | | Service (SMS) | +| | | | | and Multimedia | +| | | | | Messaging | +| | | | | Service (MMS) | +| | | | | and not to | +| | | | | other messaging | +| | | | | services or | +| | | | | applications | +| | | | | like iMessage. | +| | | | | For IDP | +| | | | | customers on | +| | | | | non-unlimited | +| | | | | domestic plans, | +| | | | | messages are | +| | | | | drawn from the | +| | | | | domestic plan's | +| | | | | messaging | +| | | | | allowance and | +| | | | | overage charges | +| | | | | may apply. | +| | | | | Available on | +| | | | | phones only. | +| | | | | Eligibility | +| | | | | IDP and IDPBM | +| | | | | are available | +| | | | | only to | +| | | | | Business and | +| | | | | Government | +| | | | | customers and | +| | | | | only for | +| | | | | Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | lines of | +| | | | | service with a | +| | | | | compatible | +| | | | | device. | +| | | | | However: IDP | +| | | | | can be added to | +| | | | | a CRUs line on | +| | | | | a variety of | +| | | | | domestic | +| | | | | postpaid plans | +| | | | | including | +| | | | | Mobile Select – | +| | | | | Pooled, Mobile | +| | | | | Share Plus for | +| | | | | Business, | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | /Performance/St | +| | | | | arter/Web-Only, | +| | | | | and various | +| | | | | legacy plans. | +| | | | | IDPBM can only | +| | | | | be added to a | +| | | | | CRU line on a | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan. IDP and | +| | | | | IDPBM are not | +| | | | | compatible with | +| | | | | International | +| | | | | Call Restrict | +| | | | | (ZZNOILD2). | +| | | | | While ZZNOILD2 | +| | | | | is used to | +| | | | | restrict | +| | | | | international | +| | | | | long distance, | +| | | | | this same ILD | +| | | | | functionality | +| | | | | is needed to | +| | | | | connect voice | +| | | | | between | +| | | | | countries when | +| | | | | user is roaming | +| | | | | abroad. | +| | | | | Coverage Both | +| | | | | features | +| | | | | require one fee | +| | | | | per day per | +| | | | | device for use | +| | | | | in 210+ | +| | | | | countries. See | +| | | | | att.com/globalc | +| | | | | ountries. Only | +| | | | | 1 daily fee is | +| | | | | charged per | +| | | | | device, even | +| | | | | when the | +| | | | | customer | +| | | | | travels to | +| | | | | multiple | +| | | | | included | +| | | | | countries in | +| | | | | the same day. | +| | | | | IDP and IDPBM | +| | | | | do not include | +| | | | | usage on cruise | +| | | | | ships or airlin | +| | | | | es/flights that | +| | | | | are not AeroMob | +| | | | | ile® enabled. | +| | | | | Additional IDP | +| | | | | & IDPBM Offer | +| | | | | Details Adding | +| | | | | to a Device | +| | | | | Once a customer | +| | | | | adds this | +| | | | | option to a | +| | | | | qualifying CRU | +| | | | | device with a | +| | | | | qualifying rate | +| | | | | plan, IDP and | +| | | | | IDPBM stays on | +| | | | | the customer's | +| | | | | lines until | +| | | | | they remove it | +| | | | | online | +| | | | | (att.com/myatt | +| | | | | or att.com/prem | +| | | | | ier), by | +| | | | | calling | +| | | | | 800.331.0500, | +| | | | | or by | +| | | | | contacting | +| | | | | their AT&T | +| | | | | account | +| | | | | representative. | +| | | | | IDP and IDPBM | +| | | | | can be added on | +| | | | | smartphones, | +| | | | | feature phones, | +| | | | | tablets, MiFi, | +| | | | | and all other | +| | | | | device types | +| | | | | except the | +| | | | | following: | +| | | | | AT&T Wireless | +| | | | | Internet | +| | | | | Connected Cars | +| | | | | Digital cameras | +| | | | | E-readers SONY | +| | | | | Playstation | +| | | | | Tablets on | +| | | | | stand-alone LTE | +| | | | | tablet plans. | +| | | | | Wireless Home | +| | | | | Phone (WHP) | +| | | | | Any brand of | +| | | | | wearable | +| | | | | device. | +| | | | | Incidental Data | +| | | | | Usage Apps on | +| | | | | a device use | +| | | | | data even when | +| | | | | the customer | +| | | | | may not be | +| | | | | aware. Such | +| | | | | usage may | +| | | | | trigger up to | +| | | | | $10 daily fee. | +| | | | | To avoid | +| | | | | unintended use | +| | | | | of IDP or | +| | | | | IDPBM, | +| | | | | customers | +| | | | | should turn off | +| | | | | cellular data | +| | | | | roaming in | +| | | | | their device | +| | | | | settings. Pay- | +| | | | | Per-Use Rates | +| | | | | Apply when | +| | | | | traveling in | +| | | | | non-IDP/IDPBM | +| | | | | countries | +| | | | | and/or when no | +| | | | | package is | +| | | | | added. General | +| | | | | Subject to the | +| | | | | Business or | +| | | | | Government | +| | | | | customer's | +| | | | | applicable | +| | | | | wireless | +| | | | | service | +| | | | | agreement. | +| | | | | Availability, | +| | | | | quality of | +| | | | | coverage, and | +| | | | | services while | +| | | | | roaming are not | +| | | | | guaranteed. | +| | | | | Additional | +| | | | | restrictions | +| | | | | may apply. | +| | | | | Comparison | +| | | | | Chart / Rating | +| | | | | Priorities | +| | | | | Canada Roam | +| | | | | North America | +| | | | | and domestic | +| | | | | rate plans that | +| | | | | include Canada | +| | | | | take priority | +| | | | | over IDPIDP and | +| | | | | IDPBM. | +| | | | | Customers are | +| | | | | not charged a | +| | | | | daily fee while | +| | | | | in Canada. | +| | | | | Canada Roaming | +| | | | | Bonus Save | +| | | | | offer is not | +| | | | | compatible with | +| | | | | IDP. IDP/IDPBM | +| | | | | and AT&T | +| | | | | Passport/AT&T | +| | | | | Passport Pro | +| | | | | As of July 15, | +| | | | | 2020, IDP and | +| | | | | IDPBM has | +| | | | | expanded to | +| | | | | cover 210+ | +| | | | | countries, the | +| | | | | same countries | +| | | | | country | +| | | | | coverage as | +| | | | | AT&T Passport | +| | | | | and AT&T | +| | | | | Passport Pros. | +| | | | | From such date | +| | | | | forward, | +| | | | | customers are | +| | | | | no longer | +| | | | | allowed to have | +| | | | | both IDP or | +| | | | | IDPBM and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pro at the same | +| | | | | time. They must | +| | | | | choose one or | +| | | | | the other. | +| | | | | If a customer | +| | | | | prefers to pay | +| | | | | a daily fee to | +| | | | | use their phone | +| | | | | like they do at | +| | | | | home, they | +| | | | | should select | +| | | | | IDP or IDPBM. | +| | | | | If a customer | +| | | | | is taking a | +| | | | | longer trip, | +| | | | | can limit their | +| | | | | data usage, and | +| | | | | doesn't mind | +| | | | | paying a per | +| | | | | minute rate for | +| | | | | talk, they may | +| | | | | prefer to | +| | | | | select AT&T | +| | | | | Passports. If | +| | | | | they need more | +| | | | | data and/or a | +| | | | | bucket of | +| | | | | minutes Source: | +| | | | | Content: If the | +| | | | | customer has | +| | | | | the appropriate | +| | | | | feature for | +| | | | | International | +| | | | | LD Dialing, are | +| | | | | no restrictions | +| | | | | in TORCH, and | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing see | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS and review | +| | | | | subtopics such | +| | | | | as Country | +| | | | | Codes and | +| | | | | Dialing Interna | +| | | | | tionally.  If | +| | | | | you have | +| | | | | exhausted all | +| | | | | troubleshooting | +| | | | | steps and the | +| | | | | customer is | +| | | | | still unable to | +| | | | | dial long | +| | | | | distance intern | +| | | | | ationally, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS If the | +| | | | | customer has | +| | | | | OfficeDirect | +| | | | | and cannot dial | +| | | | | long distance i | +| | | | | nternationally, | +| | | | | transfer the | +| | | | | caller to BM | +| | | | | IoT. Back to | +| | | | | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: | +| | | | |  Airlines and | +| | | | | aircraft are | +| | | | | subject to | +| | | | | change without | +| | | | | notice. | +| | | | | Passengers of | +| | | | | qualifying | +| | | | | airlines are | +| | | | | not guaranteed | +| | | | | to be on a | +| | | | | flight with | +| | | | | mobile | +| | | | | coverage. | +| | | | | Device must be | +| | | | | on, with | +| | | | | Airplane Mode | +| | | | | and Wi-Fi | +| | | | | turned off and | +| | | | | data roaming | +| | | | | and cellular | +| | | | | data turned on, | +| | | | | to use the | +| | | | | AeroMobile | +| | | | | network. | +| | | | | AeroMobile | +| | | | | service is | +| | | | | available only | +| | | | | at greater than | +| | | | | 200 nautical | +| | | | | miles outside | +| | | | | of the U.S. | +| | | | | border and | +| | | | | above 20,000 | +| | | | | feet cruising | +| | | | | altitude. In | +| | | | | the event of | +| | | | | satellite | +| | | | | interruption or | +| | | | | regulatory | +| | | | | constraint, | +| | | | | AeroMobile | +| | | | | services may be | +| | | | | disrupted or | +| | | | | disabled.Data: | +| | | | | Actual data | +| | | | | speeds vary by | +| | | | | device and | +| | | | | location. If | +| | | | | your domestic | +| | | | | plan includes | +| | | | | Video | +| | | | | Management, or | +| | | | | reduces video | +| | | | | streaming | +| | | | | speed, the same | +| | | | | will apply to | +| | | | | your Passport | +| | | | | Pro package. | +| | | | | Data allowance | +| | | | | must be used in | +| | | | | bill period | +| | | | | provided or | +| | | | | will be | +| | | | | forfeited. | +| | | | | Overage and | +| | | | | Data Speeds: | +| | | | | There are no | +| | | | | data overage | +| | | | | charges. | +| | | | | However, if you | +| | | | | use all your | +| | | | | Passport | +| | | | | package data, | +| | | | | all data usage | +| | | | | is slowed to a | +| | | | | max of 256Kbps | +| | | | | for the rest of | +| | | | | the bill cycle. | +| | | | | All data usage | +| | | | | will be | +| | | | | impacted and | +| | | | | may not be | +| | | | | fully functiona | +| | | | | l.Talk: For | +| | | | | phones only. | +| | | | | Minute | +| | | | | allowance must | +| | | | | be used in bill | +| | | | | period provided | +| | | | | or will be | +| | | | | forfeited. | +| | | | | Overage: If you | +| | | | | use all your | +| | | | | Passport Pro | +| | | | | package | +| | | | | minutes, a | +| | | | | $0.45 per | +| | | | | minute charge | +| | | | | applies to all | +| | | | | calls dialed | +| | | | | and accepted in | +| | | | | Passport | +| | | | | Destinations. | +| | | | | Wi-Fi Calling: | +| | | | | With Wi-Fi | +| | | | | Calling, you | +| | | | | can call back | +| | | | | to the U.S. at | +| | | | | no additional | +| | | | | charge. Calls | +| | | | | to other | +| | | | | destinations, | +| | | | | including the | +| | | | | Passport | +| | | | | Destination | +| | | | | you’re in, | +| | | | | deplete your | +| | | | | Passport Pro | +| | | | | calling | +| | | | | allowance and | +| | | | | may be billed | +| | | | | at the Passport | +| | | | | Pro per minute | +| | | | | rate.Unlimited | +| | | | | Text: For | +| | | | | phones only. | +| | | | | Applies only to | +| | | | | AT&T Short | +| | | | | Messaging | +| | | | | Service (SMS) | +| | | | | and Multimedia | +| | | | | Messaging | +| | | | | Service (MMS), | +| | | | | and not to | +| | | | | other messaging | +| | | | | services or | +| | | | | applications | +| | | | | that use data, | +| | | | | such as | +| | | | | iMessage. | +| | | | | Unless you have | +| | | | | a domestic plan | +| | | | | that includes | +| | | | | unlimited text, | +| | | | | messages | +| | | | | received in | +| | | | | Passport | +| | | | | Destinations | +| | | | | are charged at | +| | | | | your domestic | +| | | | | messaging rates | +| | | | | .International | +| | | | | Day Pass®: For | +| | | | | devices with an | +| | | | | active Passport | +| | | | | Pro package and | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for Business or | +| | | | | similar IDP | +| | | | | offer, IDP | +| | | | | charges will | +| | | | | apply in IDP | +| | | | | Destinations | +| | | | | and usage in | +| | | | | IDP | +| | | | | Destinations | +| | | | | will not | +| | | | | diminish the | +| | | | | Passport Pro | +| | | | | data or talk | +| | | | | allowance or | +| | | | | bill Passport | +| | | | | Pro calling | +| | | | | charges. If you | +| | | | | prefer to use | +| | | | | Passport Pro in | +| | | | | an IDP | +| | | | | Destination, | +| | | | | you must remove | +| | | | | IDP.Cruise | +| | | | | Packages: For | +| | | | | devices with an | +| | | | | active AT&T | +| | | | | Passport Pro | +| | | | | and AT&T Cruise | +| | | | | package, cruise | +| | | | | ship cellular | +| | | | | usage is rated | +| | | | | by the AT&T | +| | | | | Cruise package. | +| | | | |  Passport Pro | +| | | | | charges will | +| | | | | apply to land | +| | | | | usage in AT&T | +| | | | | Cruise included | +| | | | | destinations.In | +| | | | | ternational | +| | | | | Roaming Pay- | +| | | | | Per-Use Rates: | +| | | | | Apply when | +| | | | | package is | +| | | | | removed, when | +| | | | | traveling in | +| | | | | destinations | +| | | | | not included in | +| | | | | Passport Pro | +| | | | | and/or when you | +| | | | | have not added | +| | | | | a package. For | +| | | | | international | +| | | | | roaming pay- | +| | | | | per-use rates, | +| | | | | see att.com/int | +| | | | | lppurates.Servi | +| | | | | ce | +| | | | | Restrictions: | +| | | | | International | +| | | | | use aboard | +| | | | | cruise ships | +| | | | | and on airlines | +| | | | | /flights that | +| | | | | are not | +| | | | | AeroMobile- | +| | | | | enabled is not | +| | | | | included. Not | +| | | | | available for | +| | | | | wireless home | +| | | | | phone services, | +| | | | | connected | +| | | | | vehicles, or | +| | | | | connected | +| | | | | devices. | +| | | | | International | +| | | | | roaming pay- | +| | | | | per-use rates | +| | | | | will apply.AT&T | +| | | | | International | +| | | | | Calling (AIC): | +| | | | | For phones | +| | | | | only. | +| | | | | International | +| | | | | Long Distance | +| | | | | (ILD) Calling: | +| | | | | Includes | +| | | | | unlimited | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 85 | +| | | | | countries and | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | countries; | +| | | | | customers with | +| | | | | select domestic | +| | | | | plans that | +| | | | | include plan | +| | | | | use in Canada | +| | | | | and/or Mexico | +| | | | | can also call | +| | | | | from Canada | +| | | | | and/or Mexico. | +| | | | |  If your | +| | | | | domestic | +| | | | | postpaid | +| | | | | wireless plan | +| | | | | does not | +| | | | | include | +| | | | | unlimited talk, | +| | | | | ILD calls count | +| | | | | against the | +| | | | | monthly | +| | | | | allowance of | +| | | | | voice minutes | +| | | | | under your | +| | | | | domestic plan. | +| | | | | If you exceed | +| | | | | your plan’s | +| | | | | monthly | +| | | | | allowance, | +| | | | | overage charges | +| | | | | will apply. | +| | | | | Latin America: | +| | | | | For customers | +| | | | | with AT&T | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or another | +| | | | | domestic plan | +| | | | | that includes | +| | | | | Roam Latin | +| | | | | AmericaSM for | +| | | | | Business, calls | +| | | | | between | +| | | | | included Latin | +| | | | | American | +| | | | | countries (see | +| | | | | att.com/latamco | +| | | | | untries) and | +| | | | | from included | +| | | | | Latin American | +| | | | | countries to | +| | | | | the U.S. and | +| | | | | any | +| | | | | International | +| | | | | Day Pass (IDP) | +| | | | | for Business | +| | | | | included | +| | | | | destinations | +| | | | | are rated by | +| | | | | Roam Latin | +| | | | | America for | +| | | | | Business.  AIC | +| | | | | discounted | +| | | | | calling will | +| | | | | apply only to | +| | | | | ILD calls from | +| | | | | included Latin | +| | | | | American | +| | | | | countries to | +| | | | | over 10 non-IDP | +| | | | | destinations. | +| | | | |  AIC Countries: | +| | | | | For details on | +| | | | | AIC countries | +| | | | | and rates, go | +| | | | | to att.com/intl | +| | | | | calling (see | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | countries). | +| | | | | Calling to some | +| | | | | countries may | +| | | | | not be | +| | | | | available. | +| | | | | Calls to | +| | | | | special | +| | | | | services, such | +| | | | | as Premium | +| | | | | Rated Services, | +| | | | | may cost more. | +| | | | | Countries and | +| | | | | rates are | +| | | | | subject to | +| | | | | change without | +| | | | | notice. ILD | +| | | | | Pay-Per-Use | +| | | | | Rates: Apply | +| | | | | when Passport | +| | | | | Pro package is | +| | | | | removed, when | +| | | | | calling numbers | +| | | | | not included in | +| | | | | AIC, and/or | +| | | | | when you have | +| | | | | not added an | +| | | | | ILD package. | +| | | | | For ILD pay- | +| | | | | per-use rates, | +| | | | | see att.com/int | +| | | | | lcalling. | +| | | | | Restrictions: | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 93 | [] | Can be added | I don't | Content: | +| | | to Wireless | know. | LLFSWHPB | +| | | Home Phone | | Access for | +| | | (WHP)? | | Wireless Home | +| | | | | Phone | +| | | | | LLFSWHPZB | +| | | | | Access for | +| | | | | Wireless Home | +| | | | | Phone zero | +| | | | | phones | +| | | | | CONNCAR | +| | | | | Connected Car | +| | | | | LLFSSPKB | +| | | | | Access for | +| | | | | HARMAN Spark | +| | | | | LLFSGMB Access | +| | | | | for GM | +| | | | | Connected Car | +| | | | | for Business | +| | | | | Additional SOCs | +| | | | | SOC | +| | | | | Description | +| | | | | ABPLLP10B $10 | +| | | | | ABP for all | +| | | | | tiers (flat | +| | | | | discount) | +| | | | | LLBSDF25B $25 | +| | | | | SDF Next | +| | | | | discount off | +| | | | | all tiers (flat | +| | | | | discount) | +| | | | | LLSDF25BB $25 | +| | | | | SDF discount | +| | | | | off all basic | +| | | | | phones (flat | +| | | | | discount) | +| | | | | LLGUNLB | +| | | | | Business | +| | | | | Unlimited Mix | +| | | | | and Match | +| | | | | Source: | +| | | | | Content: able | +| | | | | device Wi-Fi | +| | | | | Calling is | +| | | | | available on | +| | | | | select iOS and | +| | | | | Android | +| | | | | devices. For a | +| | | | | list of AT&T | +| | | | | Wi-Fi Calling- | +| | | | | capable | +| | | | | devices, visit | +| | | | | the Wi-Fi | +| | | | | Calling Hub. | +| | | | | WIFICALL SOC ¶ | +| | | | | SOC is added | +| | | | | automatically | +| | | | | during the | +| | | | | setup | +| | | | | process.The | +| | | | | WIFICALL SOC | +| | | | | may not be | +| | | | | added by | +| | | | | Customer | +| | | | | Service or | +| | | | | ATS.¶ | +| | | | | Customers must | +| | | | | complete | +| | | | | service setup | +| | | | | via their | +| | | | | device.¶ Do | +| | | | | not submit a | +| | | | | Clarify case to | +| | | | | have WIFICALL | +| | | | | SOC added to | +| | | | | customer's | +| | | | | account.¶ | +| | | | | IPWIFIVM SOC ¶ | +| | | | | To receive VVM | +| | | | | notifications | +| | | | | and messages, | +| | | | | this SOC must | +| | | | | be present on | +| | | | | the line.SOC is | +| | | | | added | +| | | | | automatically | +| | | | | during the | +| | | | | setup process | +| | | | | if the customer | +| | | | | currently uses | +| | | | | VVM.¶ Existing | +| | | | | VVM SOC remains | +| | | | | on the line for | +| | | | | VVM | +| | | | | notification | +| | | | | and retrieval | +| | | | | over cellular.A | +| | | | | cellular | +| | | | | connection is | +| | | | | required for | +| | | | | VVM maintenance | +| | | | | (setup, change | +| | | | | greeting, and | +| | | | | password | +| | | | | reset).¶ ¶ | +| | | | | Wi-Fi Calling | +| | | | | Setup¶ ¶ | +| | | | | Customers set | +| | | | | up Wi-Fi | +| | | | | Calling | +| | | | | directly from | +| | | | | their device.¶ | +| | | | | ¶ Toggle Wi-Fi | +| | | | | Calling to On.¶ | +| | | | | ¶ The steps to | +| | | | | do this may | +| | | | | differ based on | +| | | | | OS; see Wi-Fi | +| | | | | Calling Hub.¶ | +| | | | | Acknowledge | +| | | | | important | +| | | | | information. | +| | | | | Assign an E911 | +| | | | | address | +| | | | | (location where | +| | | | | the customer | +| | | | | will most | +| | | | | likely be using | +| | | | | Wi-Fi | +| | | | | service).¶ | +| | | | | E911 address | +| | | | | can be updated | +| | | | | at any time | +| | | | | from the | +| | | | | device. Follow | +| | | | | the same path | +| | | | | used to turn on | +| | | | | or off Wi-Fi | +| | | | | Calling to | +| | | | | access the E911 | +| | | | | address.¶ | +| | | | | Receive | +| | | | | confirmation of | +| | | | | service being | +| | | | | provisioned.¶ | +| | | | | The WIFICALL | +| | | | | SOC | +| | | | | automatically | +| | | | | is added to the | +| | | | | customer's line | +| | | | | during the | +| | | | | setup process.¶ | +| | | | | Wi-Fi Calling | +| | | | | is provisioned | +| | | | | to the network | +| | | | | via the SOC.¶ | +| | | | | Once set up and | +| | | | | turned on, | +| | | | | calls continue | +| | | | | to connect to | +| | | | | the cellular | +| | | | | network.¶ This | +| | | | | does not mean | +| | | | | the customer's | +| | | | | calls are | +| | | | | automatically | +| | | | | routed over Wi- | +| | | | | Fi.¶ ¶ Dual | +| | | | | SIM devices: | +| | | | | Wi-Fi calling | +| | | | | is setup on a | +| | | | | per line | +| | | | | basis.¶ ¶ Add | +| | | | | WIFIPBL to | +| | | | | block Wi-Fi | +| | | | | Calling service | +| | | | | if requested by | +| | | | | the customer.¶ | +| | | | | ¶ Using Visual | +| | | | | Voicemail with | +| | | | | Wi-Fi Calling ¶ | +| | | | | ¶ ¶ VVM | +| | | | | notification | +| | | | | and retrieval | +| | | | | is available | +| | | | | while using Wi- | +| | | | | Fi Calling.¶ ¶ | +| | | | | VVM over Wi-Fi | +| | | | | requires | +| | | | | IPWIFIVM on the | +| | | | | account.¶ ¶ | +| | | | | This SOC is | +| | | | | included in | +| | | | | initial | +| | | | | provisioning if | +| | | | | the customer | +| | | | | currently | +| | | | | subscribes to | +| | | | | VVM.Customers | +| | | | | must have a | +| | | | | pre-existing | +| | | | | VVM SOC.¶ | +| | | | | Cellular | +| | | | | connection | +| | | | | required for | +| | | | | VVM maintenance | +| | | | | (setup, | +| | | | | greeting | +| | | | | change, and | +| | | | | password | +| | | | | reset). Source: | +| | | | | Content: the | +| | | | | AT&T wireless | +| | | | | network, not | +| | | | | the phone wall | +| | | | | jacks in the | +| | | | | business. Back | +| | | | | to Top AWI | +| | | | | Limitations | +| | | | | Devices | +| | | | | requiring a | +| | | | | traditional | +| | | | | wired | +| | | | | connection are | +| | | | | not supported; | +| | | | | this may | +| | | | | include some | +| | | | | home alarm | +| | | | | systems, | +| | | | | medical | +| | | | | monitors, | +| | | | | faxes, and | +| | | | | credit card | +| | | | | machines. Not | +| | | | | compatible with | +| | | | | SMS/MMS. | +| | | | | International | +| | | | | Roaming is not | +| | | | | permitted. | +| | | | | Plans are not | +| | | | | eligible for | +| | | | | FAN Discounts. | +| | | | | CTN cannot be | +| | | | | an 800 number. | +| | | | | Does not | +| | | | | support collect | +| | | | | /operator | +| | | | | assisted calls, | +| | | | | 500, 700, 900, | +| | | | | 976, and dial- | +| | | | | around services | +| | | | | (such as | +| | | | | 1010-xxxx). | +| | | | | Subject to | +| | | | | Excessive Off- | +| | | | | Network Usage | +| | | | | policy. Back | +| | | | | to Top Here's | +| | | | | How it Works | +| | | | | AWI uses a | +| | | | | device to | +| | | | | connect to the | +| | | | | AT&T wireless | +| | | | | network to | +| | | | | provide both | +| | | | | phone and | +| | | | | Internet | +| | | | | service for the | +| | | | | home. | +| | | | | Customers can | +| | | | | use their | +| | | | | existing | +| | | | | business | +| | | | | phones, and can | +| | | | | wirelessly | +| | | | | connect up to | +| | | | | 40 devices | +| | | | | (desktop | +| | | | | computers, | +| | | | | laptops, | +| | | | | tablets, and | +| | | | | smartphones) to | +| | | | | the Internet | +| | | | | via Wi-Fi, and | +| | | | | one device via | +| | | | | Ethernet. | +| | | | | Share the same | +| | | | | phone line and | +| | | | | data. Multiple | +| | | | | phones can be | +| | | | | connected using | +| | | | | the 2 phone | +| | | | | jacks. Use | +| | | | | multiple phones | +| | | | | at the same | +| | | | | time on the | +| | | | | same call. Use | +| | | | | the Wi-Fi and | +| | | | | Ethernet ports | +| | | | | simultaneously. | +| | | | | AWI device | +| | | | | includes 2 | +| | | | | radios (one | +| | | | | 2.4GHz and one | +| | | | | 5GHz). Wi-Fi | +| | | | | connectivity is | +| | | | | based on a | +| | | | | maximum of 20 | +| | | | | connected | +| | | | | devices per | +| | | | | radio. Not all | +| | | | | Internet- | +| | | | | capable devices | +| | | | | are compatible | +| | | | | with the 5GHz | +| | | | | radio. Set | +| | | | | up the device | +| | | | | anywhere 4G | +| | | | | (LTE/HSPA+) | +| | | | | wireless signal | +| | | | | and an | +| | | | | electrical wall | +| | | | | outlet is | +| | | | | available and | +| | | | | then connect | +| | | | | existing | +| | | | | business phones | +| | | | | and Wi-Fi- | +| | | | | enabled | +| | | | | devices. Back | +| | | | | to Top Offer | +| | | | | Positioning | +| | | | | Ask Discovery | +| | | | | Questions | +| | | | | Determine if | +| | | | | the customer is | +| | | | | a candidate for | +| | | | | AWI. How do | +| | | | | you use your | +| | | | | business phone | +| | | | | today? How | +| | | | | many devices | +| | | | | and people | +| | | | | connect to | +| | | | | Internet? Do | +| | | | | you need to | +| | | | | have access to | +| | | | | your business | +| | | | | phone or | +| | | | | Internet while | +| | | | | away? | +| | | | | Check | +| | | | | Compatibility | +| | | | | AWI is not | +| | | | | compatible | +| | | | | with: | +| | | | | Caller ID on | +| | | | | the phone | +| | | | | handsets | +| | | | | Credit card | +| | | | | machines (non- | +| | | | | wireless) | +| | | | | Complex-wired | +| | | | | business phone | +| | | | | equipment | +| | | | | Medical alert, | +| | | | | home data, or | +| | | | | messaging | +| | | | | services using | +| | | | | wired service | +| | | | | Roadside | +| | | | | assistance | +| | | | | Satellite TV | +| | | | | set top boxes | +| | | | | Surveillance | +| | | | | cameras, bar- | +| | | | | top gaming | +| | | | | machines, and | +| | | | | point of sale | +| | | | | systems | +| | | | | Traditional fax | +| | | | | machines VPN, | +| | | | | video | +| | | | | conferencing, | +| | | | | data storage | +| | | | | back-up due to | +| | | | | high data usage | +| | | | | Wired dependent | +| | | | | home-security | +| | | | | system | +| | | | | Verify Coverage | +| | | | | Use MTi Map | +| | | | | Tool or GEOLink | +| | | | | to determine | +| | | | | the wireless | +| | | | | coverage for | +| | | | | the customer’s | +| | | | | wireless | +| | | | | primary place | +| | | | | of usage. The | +| | | | | AWI router | +| | | | | works with the | +| | | | | LTE wireless | +| | | | | network; not | +| | | | | compatible with | +| | | | | the 5G/5G+ | +| | | | | wireless | +| | | | | network. | +| | | | | Confirm AMB | +| | | | | Agreement | +| | | | | Use FaST or | +| | | | | OPUS to confirm | +| | | | | the customer | +| | | | | has an existing | +| | | | | AT&T Mobile | +| | | | | Business (AMB) | +| | | | | Agreement.  If | +| | | | | the customer | +| | | | | does not have | +| | | | | an agreement, a | +| | | | | new AMB | +| | | | | Agreement must | +| | | | | be created. | +| | | | | Back to Top | +| | | | | Equipment | +| | | | | Details AWI | +| | | | | requires a $50 | +| | | | | activation fee | +| | | | | and purchase of | +| | | | | an AWI router. | +| | | | | Router cost: | +| | | | | $199.99 Router | +| | | | | SKU: 6807B | +| | | | | User Guide | +| | | | | Back to Top | +| | | | | Plan Details | +| | | | | AWI 10GB AWI | +| | | | | 50GB AWI 100GB | +| | | | | AWI Voice | +| | | | | MRC $45 $60 | +| | | | | $100 $20 | +| | | | | Included Data | +| | | | | 10GB 50GB | +| | | | | 100GB N/A | +| | | | | Data Overage | +| | | | | Rates $25 per | +| | | | | 10GB $25 per | +| | | | | 10GB $25 per | +| | | | | 10GB N/A | +| | | | | Unlimited Your | +| | | | | Way for | +| | | | | Business | +| | | | | Compatible No | +| | | | | No No No | +| | | | | Video | +| | | | | Management No | +| | | | | Yes Yes N/A | +| | | | | Call Protect | +| | | | | Basic Yes Yes | +| | | | | Yes Yes | +| | | | | SOCs AWI10GB | +| | | | | AWI50GB | +| | | | | AWI100GB | +| | | | | AWIVCONLY | +| | | | | Source: | +| | | | | Content: - | +| | | | | BCSS : Test | +| | | | | calls are not | +| | | | | required on | +| | | | | LaptopConnect | +| | | | | devices. | +| | | | | Enhanced Care: | +| | | | | Offer to | +| | | | | perform | +| | | | | incoming and | +| | | | | outgoing test | +| | | | | calls with | +| | | | | customer. Test | +| | | | | calls are not | +| | | | | required if the | +| | | | | customer does | +| | | | | not have the | +| | | | | device | +| | | | | available. If | +| | | | | a data feature | +| | | | | or plan is | +| | | | | provisioned on | +| | | | | the account, | +| | | | | ensure they | +| | | | | have | +| | | | | established | +| | | | | data | +| | | | | connectivity. | +| | | | | 11 Once the | +| | | | | line is | +| | | | | activated, if | +| | | | | the customer | +| | | | | has Visual | +| | | | | Voicemail | +| | | | | (VVM), offer | +| | | | | voicemail setup | +| | | | | instructions. | +| | | | | Refer to Device | +| | | | | Support in Link | +| | | | | Center for | +| | | | | setup | +| | | | | instructions to | +| | | | | assist the | +| | | | | customer. Test | +| | | | | to ensure that | +| | | | | the voicemail | +| | | | | works. Confirm | +| | | | | the customer | +| | | | | does not have | +| | | | | any additional | +| | | | | VVM questions. | +| | | | | Standard or | +| | | | | Enhanced | +| | | | | Voicemail does | +| | | | | not require | +| | | | | being set up. | +| | | | | Enhanced Care: | +| | | | | Proceed to next | +| | | | | step. 12 | +| | | | | Enhanced Care | +| | | | | Only Offer to | +| | | | | send the | +| | | | | customer a PCN | +| | | | | for voicemail | +| | | | | setup | +| | | | | instructions. | +| | | | | If the customer | +| | | | | agrees, close | +| | | | | the call. If | +| | | | | the customer | +| | | | | declines a PCN | +| | | | | or does not | +| | | | | have an email | +| | | | | address, review | +| | | | | the following | +| | | | | information: | +| | | | | iPhone: Provide | +| | | | | the customer | +| | | | | with iPhone | +| | | | | voicemail setup | +| | | | | instructions to | +| | | | | use after | +| | | | | tethering via | +| | | | | iTunes: | +| | | | | Instructions: | +| | | | | Tap Voicemail | +| | | | | and follow the | +| | | | | prompts. | +| | | | | Ensure the | +| | | | | customer does | +| | | | | not have any | +| | | | | additional | +| | | | | voicemail | +| | | | | questions. | +| | | | | Non-iPhone: | +| | | | | Direct the | +| | | | | customer to | +| | | | | press and hold | +| | | | | down the 1 key | +| | | | | on their | +| | | | | wireless device | +| | | | | and follow the | +| | | | | prompts to | +| | | | | complete | +| | | | | voicemail | +| | | | | setup: Refer | +| | | | | to Voicemail | +| | | | | (Wireless) Hub. | +| | | | | Ensure the | +| | | | | customer does | +| | | | | not have any | +| | | | | additional | +| | | | | voicemail | +| | | | | questions. | +| | | | | Source: | +| | | | | Content: | +| | | | | ibility | +| | | | | Eligible | +| | | | | Devices: | +| | | | | Smartphones1, | +| | | | | basic phones1, | +| | | | | tablets1, | +| | | | | wearables1, | +| | | | | Connected Cars, | +| | | | | cameras, Harman | +| | | | | Spark, AWI | +| | | | | (voice only) | +| | | | | 5G+ service is | +| | | | | not available | +| | | | | in most areas; | +| | | | | it is only | +| | | | | available in | +| | | | | very limited | +| | | | | parts of | +| | | | | specific | +| | | | | cities. | +| | | | | Requires a | +| | | | | compatible 5G+ | +| | | | | device. Other | +| | | | | restriction's | +| | | | | apply. See att. | +| | | | | com/5Gforyou | +| | | | | for details. | +| | | | | 5G service is | +| | | | | not available | +| | | | | everywhere. | +| | | | | Requires a | +| | | | | compatible 5G | +| | | | | device. See att | +| | | | | .com/5Gforyou | +| | | | | for details. | +| | | | | Ineligible | +| | | | | Devices: AT&T | +| | | | | Wireless | +| | | | | Internet, | +| | | | | Dedicated | +| | | | | Mobile Hotspot, | +| | | | | WHPI , and | +| | | | | Laptop Connect | +| | | | | Air cards. | +| | | | | Fraud Call | +| | | | | Blocking and | +| | | | | Spam Warnings | +| | | | | Plans include | +| | | | | AT&T Call | +| | | | | Protect Basic, | +| | | | | which detects | +| | | | | and blocks | +| | | | | calls from | +| | | | | likely | +| | | | | fraudsters and | +| | | | | provides | +| | | | | customers with | +| | | | | on-screen | +| | | | | warnings when a | +| | | | | call originates | +| | | | | from a | +| | | | | suspicious | +| | | | | source. See | +| | | | | AT&T Call | +| | | | | Protect. | +| | | | | Mexico and | +| | | | | Canada Usage | +| | | | | Roaming in | +| | | | | Mexico and | +| | | | | Canada: | +| | | | | Customers can | +| | | | | talk, text, and | +| | | | | use plan data | +| | | | | in Mexico and | +| | | | | Canada with no | +| | | | | roaming | +| | | | | charges. | +| | | | | Mexico and | +| | | | | Canada usage is | +| | | | | built into the | +| | | | | unlimited | +| | | | | plans. As of | +| | | | | May 2018, the | +| | | | | usage | +| | | | | restriction | +| | | | | when a device | +| | | | | has 50% data | +| | | | | usage in Canada | +| | | | | and Mexico over | +| | | | | 2 consecutive | +| | | | | months is no | +| | | | | longer | +| | | | | enforced. | +| | | | | Calls from the | +| | | | | U.S. to Canada | +| | | | | and Mexico: | +| | | | | Customers get | +| | | | | International | +| | | | | Long Distance | +| | | | | (ILD) service | +| | | | | to call from | +| | | | | the US to | +| | | | | Canada & | +| | | | | Mexico. Plans | +| | | | | also permit | +| | | | | calls to | +| | | | | countries other | +| | | | | than Canada and | +| | | | | Mexico: Per | +| | | | | minute pay-per- | +| | | | | use rates apply | +| | | | | unless an ILD | +| | | | | service package | +| | | | | is added to the | +| | | | | line. | +| | | | | Customers can't | +| | | | | share packages | +| | | | | among the | +| | | | | group. Charges | +| | | | | may apply to | +| | | | | special or | +| | | | | premium service | +| | | | | numbers. Rates | +| | | | | are subject to | +| | | | | change without | +| | | | | notice. Use | +| | | | | Calling the | +| | | | | World for Less | +| | | | | then select the | +| | | | | Talk, Text or | +| | | | | FAQ tabs to | +| | | | | learn more. | +| | | | | Mexico and | +| | | | | Canada usage: | +| | | | | Applies on | +| | | | | phones | +| | | | | (Smartphones | +| | | | | and | +| | | | | feature/basic) | +| | | | | and tablets. | +| | | | | Excludes all | +| | | | | other device | +| | | | | types. | +| | | | | Unlimited Talk, | +| | | | | Text, and Use | +| | | | | of Data | +| | | | | Unlimited Talk | +| | | | | within U.S., | +| | | | | Puerto Rico, | +| | | | | US/VI (domestic | +| | | | | coverage area), | +| | | | | Mexico, and | +| | | | | Canada. | +| | | | | Unlimited Talk | +| | | | | from the U.S. | +| | | | | to Mexico and | +| | | | | Canada. | +| | | | | Unlimited Texts | +| | | | | from the U.S. | +| | | | | to over 120 | +| | | | | countries. See | +| | | | | att.com/text2wo | +| | | | | rld. Video | +| | | | | Quality | +| | | | | Business | +| | | | | Unlimited | +| | | | | Elite: 4K UHD | +| | | | | or HD | +| | | | | Definition (if | +| | | | | available). | +| | | | | Business | +| | | | | Unlimited | +| | | | | Performance: | +| | | | | High Definition | +| | | | | (about 1080p) | +| | | | | with Video | +| | | | | Management | +| | | | | turned off. | +| | | | | Business | +| | | | | Unlimited | +| | | | | Starter: | +| | | | | Standard | +| | | | | Definition | +| | | | | (2Mbps for | +| | | | | customers on a | +| | | | | 5G compatible | +| | | | | device, or | +| | | | | 1.5Mbps for | +| | | | | other | +| | | | | customers). | +| | | | | Procedures | +| | | | | Before | +| | | | | provisioning | +| | | | | the plan, set | +| | | | | up any | +| | | | | ineligible | +| | | | | devices using | +| | | | | these options: | +| | | | | Internet Device | +| | | | | Data Plan or | +| | | | | AT&T Wireless | +| | | | | Internet Plan. | +| | | | | Select the | +| | | | | appropriate | +| | | | | plan. | +| | | | | Add/change the | +| | | | | service to the | +| | | | | plan using the | +| | | | | current date | +| | | | | for the | +| | | | | effective date. | +| | | | | Add new device | +| | | | | activations, if | +| | | | | applicable. | +| | | | | Once the plan | +| | | | | change is | +| | | | | complete, | +| | | | | existing | +| | | | | current or | +| | | | | grandfathered | +| | | | | Mobile Share or | +| | | | | Unlimited plan | +| | | | | customers need | +| | | | | to power cycle | +| | | | | their devices | +| | | | | to have plan | +| | | | | changes take | +| | | | | effect | +| | | | | immediately. | +| | | | | Devices are | +| | | | | systematically | +| | | | | provisioned | +| | | | | within 24 - 48 | +| | | | | hours. Note | +| | | | | the account. | +| | | | | Needs: Plan and | +| | | | | Features > Rate | +| | | | | Plan > Rate | +| | | | | Plan | +| | | | | Resolution: | +| | | | | Changed Rate | +| | | | | Plan and | +| | | | | Advised of | +| | | | | Effective Date | +| | | | | System | +| | | | | Reminders If | +| | | | | parked | +| | | | | equipment | +| | | | | exists, make | +| | | | | the plan change | +| | | | | effective with | +| | | | | the current | +| | | | | date. If OPUS | +| | | | | does not allow | +| | | | | the plan | +| | | | | change, request | +| | | | | the customer | +| | | | | make the plan | +| | | | | change once | +| | | | | their order | +| | | | | arrives using | +| | | | | myAT&T. | +| | | | | Attempting to | +| | | | | add more than | +| | | | | the approved | +| | | | | lines to an | +| | | | | account creates | +| | | | | a system error. | +| | | | | SOCs AT&T | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | Shared Data | +| | | | | Plan Short | +| | | | | Descriptions | +| | | | | Monthly Charge | +| | | | | SDGUNR5B | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | $100 | +| | | | | Smartphones / | +| | | | | Basic Phones | +| | | | | SDFCRBBN | +| | | | | Access for | +| | | | | BlackBerry $75 | +| | | | | SDFCRBBV | +| | | | | Access for | +| | | | | BlackBerry with | +| | | | | Visual VM $75 | +| | | | | SDFCRBBLN | +| | | | | Access for | +| | | | | BlackBerry 4G | +| | | | | LTE $75 | +| | | | | SDFCRBBLV | +| | | | | Access for | +| | | | | BlackBerry 4G | +| | | | | LTE w/ VVM $75 | +| | | | | SDFCRIPN | +| | | | | Access for | +| | | | | iPhone $75 | +| | | | | SDFCRIPV | +| | | | | Access for | +| | | | | iPhone with VVM | +| | | | | $75 SDFCRIPLN | +| | | | | Access for | +| | | | | iPhone 4G LTE | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 94 | [] | How can a | To calculate | Content: The | +| | | customer | how many | Rollover | +| | | calculate | minutes a | Minutes are | +| | | how many | customer has | immediately | +| | | minutes they | used on | available, but | +| | | have used on | their | may take up to | +| | | the package? | package, | 72 hours to | +| | | | they can | display online | +| | | | check their | and via | +| | | | usage | *Services. If | +| | | | details in | you exceed your | +| | | | their | package | +| | | | account | minutes, the | +| | | | online or | adjusted | +| | | | through the | Rollover | +| | | | myAT&T app. | Minutes are | +| | | | They can | used prior to | +| | | | also call | your existing | +| | | | customer | rollover | +| | | | service for | balance. Any | +| | | | assistance. | unused minutes | +| | | | (Source: | will expire | +| | | | context) | after 12 | +| | | | | billing | +| | | | | periods. | +| | | | | Case number & | +| | | | | expected | +| | | | | resolution date | +| | | | | were not | +| | | | | provided: | +| | | | | Adjusted | +| | | | | rollover | +| | | | | balance can be | +| | | | | used | +| | | | | immediately and | +| | | | | apply to any | +| | | | | unbilled usage. | +| | | | | It may take up | +| | | | | to 72 hours to | +| | | | | display in | +| | | | | *Services and | +| | | | | online(att.com | +| | | | | and Premier). | +| | | | | If the customer | +| | | | | exceeds their | +| | | | | package | +| | | | | minutes, the | +| | | | | adjusted | +| | | | | Rollover | +| | | | | Minutes are | +| | | | | used before the | +| | | | | existing | +| | | | | rollover | +| | | | | balance. | +| | | | | Rollover | +| | | | | Minutes expire | +| | | | | in 12 billing | +| | | | | periods. | +| | | | | Suggested Verbi | +| | | | | age: [Customer' | +| | | | | s Preferred | +| | | | | Name], I have | +| | | | | documented your | +| | | | | adjustment | +| | | | | request and | +| | | | | submitted it | +| | | | | for further | +| | | | | review. Once | +| | | | | the review is | +| | | | | complete, an | +| | | | | email will be | +| | | | | sent to the | +| | | | | email address | +| | | | | of record. | +| | | | | Adjustments | +| | | | | will appear on | +| | | | | your invoice | +| | | | | within 1-2 | +| | | | | billing cycles. | +| | | | | 12 Goodwill | +| | | | | Adjustment Tab | +| | | | | Enter the | +| | | | | dollar amount | +| | | | | that should be | +| | | | | credited to the | +| | | | | BAN level. If | +| | | | | within SOD, the | +| | | | | adjustment | +| | | | | applies | +| | | | | immediately. | +| | | | | Bill Cycle to | +| | | | | Apply - Select  | +| | | | | Immediate | +| | | | | Apply. Select | +| | | | | the appropriate | +| | | | | options | +| | | | | for Determine | +| | | | | the Cause for A | +| | | | | djustment and W | +| | | | | hat Group | +| | | | | Caused the | +| | | | | Issue. Select | +| | | | |  During | +| | | | | Activation or | +| | | | | Post | +| | | | | Activation, | +| | | | | whichever | +| | | | | applies to the | +| | | | | adjustment | +| | | | | scenario. | +| | | | | Check the | +| | | | | recurring issue | +| | | | | box if the | +| | | | | issue leading | +| | | | | to the | +| | | | | adjustment is | +| | | | | happening | +| | | | | repeatedly and | +| | | | | may require | +| | | | | additional | +| | | | | adjustments if | +| | | | | further action | +| | | | | is not taken. | +| | | | | Click Update / | +| | | | | Update All to | +| | | | | save and | +| | | | | validate the | +| | | | | selected | +| | | | | adjustment. | +| | | | | Validation | +| | | | | passes: | +| | | | | Adjustment | +| | | | | amount is added | +| | | | | to the Total | +| | | | | Charge Level | +| | | | | Excluding Taxes | +| | | | | at the bottom | +| | | | | of the grid. | +| | | | | Selected item | +| | | | | is unchecked. | +| | | | | Adjustment | +| | | | | Amount column | +| | | | | displays the | +| | | | | amount entered | +| | | | | for the | +| | | | | selected line | +| | | | | items. | +| | | | | Validation | +| | | | | fails: Line | +| | | | | item turns red | +| | | | | and remains | +| | | | | checked. Hover | +| | | | | your mouse over | +| | | | | the red line | +| | | | | item to view an | +| | | | | explanation. | +| | | | | See User Guide | +| | | | | for ABS Bulk | +| | | | | Adjustments. | +| | | | | After | +| | | | | completing the | +| | | | | 4 required | +| | | | | fields and | +| | | | | clicking | +| | | | | Update/Update | +| | | | | All, choose a | +| | | | | different View | +| | | | | Charges At | +| | | | | and/or Billing | +| | | | | Date to add | +| | | | | additional | +| | | | | charges to the | +| | | | | case. | +| | | | | Complete the | +| | | | | Reason for | +| | | | | Adjustment | +| | | | | Request note | +| | | | | field. Required | +| | | | | Elements | +| | | | | Explanation and | +| | | | | business reason | +| | | | | for the | +| | | | | adjustment. | +| | | | | Expectations | +| | | | | set and/or | +| | | | | additional | +| | | | | agreements | +| | | | | reached with | +| | | | | the customer. | +| | | | | CTN(s) being | +| | | | | adjusted. | +| | | | | Adjustment | +| | | | | amount and | +| | | | | calculations, | +| | | | | if applicable. | +| | | | | If a correction | +| | | | | is needed, | +| | | | | Click Back. If | +| | | | | a correction is | +| | | | | not need, | +| | | | | click Submit. | +| | | | | Set | +| | | | | expectations: | +| | | | | Case number & | +| | | | | expected | +| | | | | resolution date | +| | | | | provided: Do | +| | | | | not provide the | +| | | | | expected | +| | | | | resolution date | +| | | | | from Clarify. | +| | | | | Provide the | +| | | | | Clarify case | +| | | | | number. Tell | +| | | | | the customer | +| | | | | you have | +| | | | | submitted the | +| | | | | request for | +| | | | | further | +| | | | | research and | +| | | | | they will be | +| | | | | contacted with | +| | | | | resolution. If | +| | | | | the adjustment | +| | | | | is applied it | +| | | | | displays on the | +| | | | | invoice | +| | | | | within1-2 | +| | | | | billing cycles | +| | | | | Suggested Verbi | +| | | | | age: [Customer' | +| | | | | s Preferred | +| | | | | Name], I have | +| | | | | documented your | +| | | | | adjustment | +| | | | | request and | +| | | | | submitted it | +| | | | | for further | +| | | | | review. Once | +| | | | | the review is | +| | | | | complete, an | +| | | | | email will be | +| | | | | sent to the | +| | | | | email address | +| | | | | of record. | +| | | | | Adjustments | +| | | | | will appear on | +| | | | | your invoice | +| | | | | within 1-2 | +| | | | | billing | +| | | | | cycles.  | +| | | | | ClarifyLite | +| | | | | users: | +| | | | | ClarifyLite | +| | | | | displays the | +| | | | | status as | +| | | | | Failed in red | +| | | | | letters when | +| | | | | transactions do | +| | | | | not process. | +| | | | | The | +| | | | | transactions | +| | | | | are re- | +| | | | | attempted by | +| | | | | ClarifyLite. | +| | | | | Do not re- | +| | | | | submit | +| | | | | adjustments in | +| | | | | ClarifyLite or | +| | | | | Telegence when | +| | | | | you see a | +| | | | | failed | +| | | | | transaction. | +| | | | | ClarifyLite | +| | | | | automatically | +| | | | | corrects or | +| | | | | resubmits the | +| | | | | adjustment. | +| | | | | Case number & | +| | | | | expected | +| | | | | resolution date | +| | | | | were not | +| | | | | provided: | +| | | | | Adjustment has | +| | | | | been applied to | +| | | | | the account. | +| | | | | Appears on the | +| | | | | invoice within | +| | | | | 1-2 bill | +| | | | | cycles. | +| | | | | Combined Bill: | +| | | | | Adjustments are | +| | | | | transferred to | +| | | | | the | +| | | | | wired account | +| | | | | after 5-7 | +| | | | | business days. | +| | | | | Adjustments of | +| | | | | pending charges | +| | | | | are included on | +| | | | | the next | +| | | | | invoice. | +| | | | | Suggested | +| | | | | Verbiage:  | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], I have | +| | | | | applied a net | +| | | | | adjustment for | +| | | | | the [ usage | +| | | | | charges, | +| | | | | international | +| | | | | roaming | +| | | | | charges] in the | +| | | | | amount of | +| | | | | [xx.xx]. The | +| | | | | adjustment will | +| | | | | appear on your | +| | | | | invoice within | +| | | | | 1-2 bill | +| | | | | cycles.  | +| | | | | [Customer's | +| | | | | Preferred | +| | | | | Name], I have | +| | | | | applied a net | +| | | | | adjustment for | +| | | | | the [usage | +| | | | | charges, | +| | | | | international | +| | | | | roaming | +| | | | | charges] in the | +| | | | | amount of | +| | | | | [xx.xx]. The | +| | | | | adjustment will | +| | | | | be transferred | +| | | | | to your wired | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Know | What | +| | | | | the Customer | +| | | | | Needs to Know | | +| | | | | Keeping Track | +| | | | | of Date Usage | | +| | | | | Troubleshooting | +| | | | | ¶ ¶ This | +| | | | | policy guides | +| | | | | representatives | +| | | | | through | +| | | | | assisting | +| | | | | customers with | +| | | | | questions | +| | | | | related to | +| | | | | billed and | +| | | | | unbilled data | +| | | | | usage.¶ ¶ ¶ | +| | | | | ¶ | +| | | | | Representatives | +| | | | | handle all | +| | | | | customer | +| | | | | inquiries | +| | | | | regarding data | +| | | | | usage.¶ ¶ | +| | | | | Understanding | +| | | | | Billed Data | +| | | | | Usage Late | +| | | | | Night | +| | | | | Legitimate Data | +| | | | | Activity ¶ | +| | | | | Billing occurs | +| | | | | for data sent | +| | | | | or received by | +| | | | | the customer's | +| | | | | device through | +| | | | | our network.¶ | +| | | | | ¶ Data usage | +| | | | | records once a | +| | | | | device ends the | +| | | | | data session | +| | | | | (phone is | +| | | | | powered off; | +| | | | | the customer | +| | | | | manually ends | +| | | | | the data | +| | | | | session or | +| | | | | there is a lost | +| | | | | network connect | +| | | | | ion).Many | +| | | | | smartphones are | +| | | | | always-on data | +| | | | | devices.They | +| | | | | establish a | +| | | | | data connection | +| | | | | with our | +| | | | | network and | +| | | | | keep it open | +| | | | | even if there | +| | | | | is no data | +| | | | | transmitting.If | +| | | | | the customer | +| | | | | does not end | +| | | | | their data | +| | | | | session, it | +| | | | | records during | +| | | | | a nightly feed | +| | | | | to the billing | +| | | | | system.The data | +| | | | | session can | +| | | | | contain billing | +| | | | | for all the | +| | | | | data | +| | | | | transmitted | +| | | | | throughout the | +| | | | | day.¶ LTE | +| | | | | Usage | +| | | | | Notifications | +| | | | | ¶ | +| | | | | Notifications | +| | | | | to handsets may | +| | | | | appear before | +| | | | | the unbilled | +| | | | | usage displays | +| | | | | in the billing | +| | | | | system, | +| | | | | Premier/myAT&T, | +| | | | | or | +| | | | | *Services.The | +| | | | | mismatch can | +| | | | | occur at any | +| | | | | time once the | +| | | | | customer | +| | | | | exceeds their | +| | | | | first usage | +| | | | | notification | +| | | | | threshold sent | +| | | | | by OPENET.This | +| | | | | appears in | +| | | | | memos under: | +| | | | | Created By | +| | | | | 639881-OPENET | +| | | | | BALANCE MGR CSI | +| | | | | SYSID.¶ Mobile | +| | | | | Share ¶ Data | +| | | | | events for | +| | | | | Mobile Share | +| | | | | customers no | +| | | | | longer display | +| | | | | sporadically | +| | | | | throughout the | +| | | | | day. Instead, | +| | | | | it collects | +| | | | | data events and | +| | | | | displays every | +| | | | | three hours in | +| | | | | the Unbilled | +| | | | | Data/Msg | +| | | | | Details.¶ ¶ | +| | | | | Data events for | +| | | | | Mobile Share | +| | | | | customers | +| | | | | display | +| | | | | starting with | +| | | | | the interval of | +| | | | | 12:00 a.m. - | +| | | | | 2:59 a.m., 3:00 | +| | | | | a.m. - 5:59 | +| | | | | a.m., and | +| | | | | continuing | +| | | | | throughout the | +| | | | | 24-hour | +| | | | | cycle.Data | +| | | | | records may | +| | | | | still show as | +| | | | | processed in | +| | | | | 19MB batches. | +| | | | | This is working | +| | | | | as | +| | | | | intended.Review | +| | | | | usage history | +| | | | | through the | +| | | | | Unbilled Shared | +| | | | | Data Summary:¶ | +| | | | | The information | +| | | | | displaying at | +| | | | | the subscriber | +| | | | | level shows | +| | | | | only as a point | +| | | | | of reference.¶ | +| | | | | ¶ Push Email | +| | | | | and | +| | | | | Applications ¶ | +| | | | | Push | +| | | | | capabilities | +| | | | | are common with | +| | | | | many social | +| | | | | networking, | +| | | | | news, weather, | +| | | | | and email | +| | | | | applications, | +| | | | | including | +| | | | | iCloud.¶ ¶ | +| | | | | Push | +| | | | | capabilities | +| | | | | provide a real- | +| | | | | time data | +| | | | | transfer as it | +| | | | | is made | +| | | | | available, for | +| | | | | example, | +| | | | | weather or news | +| | | | | alerts occur in | +| | | | | real-time as | +| | | | | they happen and | +| | | | | push to the | +| | | | | device, which | +| | | | | consumes | +| | | | | data.If the | +| | | | | phone has push | +| | | | | notifications | +| | | | | active, this | +| | | | | may result in | +| | | | | an open data | +| | | | | session.To | +| | | | | capture ongoing | +| | | | | data | +| | | | | consumption | +| | | | | records, our | +| | | | | systems send | +| | | | | all accumulated | +| | | | | data after a | +| | | | | predetermined | +| | | | | time each | +| | | | | night.¶ ¶ ¶ | +| | | | | ¶ ¶ Self- | +| | | | | Service | +| | | | | Options¶ ¶ | +| | | | | Introduce the | +| | | | | customer to the | +| | | | | appropriate | +| | | | | self-service | +| | | | | options that | +| | | | | best fits their | +| | | | | need.¶ ¶ I | +| | | | | Want To | +| | | | | Resources | +| | | | | Estimate usage | +| | | | | ¶ AT&T Data | +| | | | | CalculatorAT&T | +| | | | | International | +| | | | | Data | +| | | | | Calculator¶ | +| | | | | Learn how to | +| | | | | access all of | +| | | | | my billing | +| | | | | details | +| | | | | CRU/Small | +| | | | | Business (with | +| | | | | FAN) - AT&T | +| | | | | Business Care | +| | | | | Central: https: | +| | | | | //carecentral.a | +| | | | | tt.com/business | +| | | | | care.central | +| | | | | Run a Call | +| | | | | Detail Report | +| | | | | on my PC ¶ | +| | | | | CRU/Small | +| | | | | Business (with | +| | | | | FAN) - Premier: | +| | | | | www.wireless.at | +| | | | | t.com/business¶ | +| | | | | ¶ Click | +| | | | | Billing Tab > | +| | | | | Download Billed | +| | | | | Usage Details > | +| | | | | Usage Type Data | +| | | | | > Billing | +| | | | | Account or | +| | | | | Wireless Number | +| | | | | > Download | +| | | | | Billed Usage. | +| | | | | Note: Based on | +| | | | | FaST Profile. | +| | | | | Refer to | +| | | | | Detailed | +| | | | | Billing - CRU.¶ | +| | | | | Track usage on | +| | | | | the go ¶ Use | +| | | | | the myAT&T | +| | | | | Business App. | +| | | | | Note: End users | +| | | | | on pooled plans | +| | | | | are unable to | +| | | | | view usage.¶ ¶ | +| | | | | *3282# (*DATA#) | +| | | | | for | +| | | | | English*3286# | +| | | | | (*DATO#) for | +| | | | | Spanish¶ View | +| | | | | my last bill ¶ | +| | | | | CRU/Small | +| | | | | Business (with | +| | | | | FAN) - Premier: | +| | | | | www.wireless.at | +| | | | | t.com/businessS | +| | | | | mall Business | +| | | | | (No FAN) and | +| | | | | Business AT&T | +| | | | | Signature | +| | | | | Program - | +| | | | | att.com¶ ¶ ¶ | +| | | | | Keeping Track | +| | | | | of Data Usage¶ | +| | | | | ¶ There are | +| | | | | many ways to | +| | | | | track or | +| | | | | monitor online | +| | | | | data usage on a | +| | | | | smartphone or | +| | | | | tablet. Some of | +| | | | | the options are | +| | | | | explained | +| | | | | below.¶ ¶ | +| | | | | Data Monitoring | +| | | | | Applications ¶ | +| | | | | ¶ ¶ Use | +| | | | | data monitoring | +| | | | | applications to | +| | | | | view usage at | +| | | | | the application | +| | | | | level (e.g., | +| | | | | email, games, | +| | | | | Web browsing). | +| | | | | Listed below is | +| | | | | a description | +| | | | | of the built-in | +| | | | | data usage | +| | | | | monitors | +| | | | | available for | +| | | | | most current | +| | | | | devices. All | +| | | | | device-based | +| | | | | monitor apps | +| | | | | measure data at | +| | | | | the device, and | +| | | | | therefore may | +| | | | | differ from | +| | | | | actual billing. | +| | | | | Source: | +| | | | | Content: N: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Mexico and | +| | | | | Canada rated by | +| | | | | the domestic | +| | | | | rate plan. | +| | | | | Only Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. All | +| | | | | other usage in | +| | | | | IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. See | +| | | | | Cruise packages | +| | | | | for additional | +| | | | | support. | +| | | | | Customer has a | +| | | | | domestic rate | +| | | | | plan that does | +| | | | | not include | +| | | | | international | +| | | | | roaming. | +| | | | | Extras on | +| | | | | customer's CTN: | +| | | | | Customer has | +| | | | | usage on/in: | +| | | | | How the | +| | | | | customer's | +| | | | | usage rated: | +| | | | | Cruise package | +| | | | | Cruise ship | +| | | | | Mexico Canada | +| | | | | A Caribbean | +| | | | | Island | +| | | | | Cruise | +| | | | | ship usage is | +| | | | | rated by the | +| | | | | cruise ship | +| | | | | package. | +| | | | | All other usage | +| | | | | in IDP/Passport | +| | | | | destinations is | +| | | | | rated by | +| | | | | IDP/Passport if | +| | | | | added, | +| | | | | otherwise will | +| | | | | rate as pay- | +| | | | | per-use. | +| | | | | Provisioning | +| | | | | Consumer/SIG | +| | | | | customers can | +| | | | | either: Self-p | +| | | | | rovision/purcha | +| | | | | se a cruise | +| | | | | ship package on | +| | | | | myAT&T. Call | +| | | | | Customer | +| | | | | Service.* BMTS | +| | | | | Tier 1 | +| | | | | representatives | +| | | | | should seek | +| | | | | assistance from | +| | | | | a manager with | +| | | | | Tier 2 issues. | +| | | | | Business | +| | | | | customers can | +| | | | | contact BCSS to | +| | | | | provision | +| | | | | cruise ship OTC | +| | | | | packages. BCSS | +| | | | | reps follow the | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long Distance | +| | | | | Dialing Eligibi | +| | | | | lity policy:  | +| | | | | Exception | +| | | | | requests follow | +| | | | | the | +| | | | | International | +| | | | | Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS | +| | | | | Rep must note | +| | | | | name of cruise | +| | | | | line and cruise | +| | | | | ship in notes. | +| | | | | For cruises | +| | | | | longer than 30 | +| | | | | days, the | +| | | | | customer must | +| | | | | request back- | +| | | | | to-back Cruise | +| | | | | OTC packages. | +| | | | | Provision | +| | | | | desired | +| | | | | packages. | +| | | | | Source: | +| | | | | Content: ¶ ¶ | +| | | | | Android¶ ¶ ¶ | +| | | | | Smartphones | +| | | | | running Android | +| | | | | 4.0 or later | +| | | | | have | +| | | | | functionality | +| | | | | built into the | +| | | | | OS that | +| | | | | measures data | +| | | | | usage at the | +| | | | | app | +| | | | | level.Device | +| | | | | Support under | +| | | | | Link Center has | +| | | | | more | +| | | | | information | +| | | | | about this func | +| | | | | tionality.In | +| | | | | Device Support, | +| | | | | select the | +| | | | | customer's | +| | | | | device and do a | +| | | | | keyword search | +| | | | | for manage data | +| | | | | or data usage.¶ | +| | | | | 1Navigate to | +| | | | | Data Usage or | +| | | | | Usage Manager.¶ | +| | | | | From the home | +| | | | | screen, tap | +| | | | | Apps or | +| | | | | Menu.Swipe to | +| | | | | and tap | +| | | | | Settings.Scroll | +| | | | | to and tap Data | +| | | | | Usage or Usage | +| | | | | Manager.¶ | +| | | | | 2Applications | +| | | | | are ordered by | +| | | | | amount of data | +| | | | | used.3¶ | +| | | | | Background data | +| | | | | can be | +| | | | | restricted for | +| | | | | individual | +| | | | | apps.¶ ¶ From | +| | | | | the Data | +| | | | | Usage/Usage | +| | | | | Manager screen, | +| | | | | tap the app | +| | | | | name.Scroll to | +| | | | | and tap the box | +| | | | | next to | +| | | | | Restrict | +| | | | | background | +| | | | | data.¶ 4Set | +| | | | | data usage | +| | | | | limits:¶ From | +| | | | | the Data | +| | | | | Usage/Usage | +| | | | | Manager screen, | +| | | | | tap the Set | +| | | | | Mobile Data | +| | | | | Limit checkbox | +| | | | | to set a mobile | +| | | | | data limit.Tap | +| | | | | OK.Touch, then | +| | | | | drag the bar to | +| | | | | set the desired | +| | | | | warning and | +| | | | | data | +| | | | | limits.Touch, | +| | | | | then drag the | +| | | | | white bar to | +| | | | | adjust the data | +| | | | | billing cycle.¶ | +| | | | | ¶ ¶ ¶ iOS¶ | +| | | | | ¶ iPhones and | +| | | | | iPads with iOS | +| | | | | 6 or higher | +| | | | | have a data | +| | | | | counter built | +| | | | | into the OS. | +| | | | | For more | +| | | | | information | +| | | | | about data | +| | | | | usage with iOS, | +| | | | | refer to Apple | +| | | | | Support.¶ 1¶ | +| | | | | Navigate to | +| | | | | data usage.¶ ¶ | +| | | | | iOS 6: Go to | +| | | | | Settings > | +| | | | | General > Usage | +| | | | | > Cellular | +| | | | | Usage.iOS 7 and | +| | | | | higher: Go to | +| | | | | Settings > | +| | | | | Cellular Data | +| | | | | (iOS 7) or | +| | | | | Cellular (iOS | +| | | | | 8).¶ 2Scroll | +| | | | | down to the | +| | | | | grayed out Use | +| | | | | Cellular Data | +| | | | | For section:¶ | +| | | | | This section | +| | | | | lists the | +| | | | | amount of data | +| | | | | used within a | +| | | | | certain time | +| | | | | frame.If the | +| | | | | customer has | +| | | | | never reset the | +| | | | | data usage, it | +| | | | | displays all of | +| | | | | the data used | +| | | | | since the | +| | | | | applications | +| | | | | were | +| | | | | downloaded.If | +| | | | | the customer | +| | | | | has reset the | +| | | | | data counter | +| | | | | previously, the | +| | | | | amount of data | +| | | | | shown is since | +| | | | | the last reset. | +| | | | | Applications | +| | | | | are ordered | +| | | | | alphabetically | +| | | | | and the amount | +| | | | | of data used is | +| | | | | listed below | +| | | | | each | +| | | | | application.¶ | +| | | | | 3Scroll through | +| | | | | the list to | +| | | | | determine which | +| | | | | apps are on | +| | | | | (green) or off | +| | | | | (white).4Determ | +| | | | | ine which | +| | | | | applications | +| | | | | are using the | +| | | | | most data. Use | +| | | | | the data usage | +| | | | | estimator to | +| | | | | determine which | +| | | | | apps are using | +| | | | | large amounts | +| | | | | of data (KB, | +| | | | | MB, or | +| | | | | GB).5Help the | +| | | | | customer select | +| | | | | applications | +| | | | | they would like | +| | | | | to use on Wi-Fi | +| | | | | only and turn | +| | | | | those apps off | +| | | | | (white) by | +| | | | | tapping the | +| | | | | green toggle. | +| | | | | Turning | +| | | | | cellular data | +| | | | | off for these | +| | | | | apps means that | +| | | | | they can only | +| | | | | be used when | +| | | | | the iOS device | +| | | | | is connected to | +| | | | | a Wi-Fi | +| | | | | network.6¶ | +| | | | | Reset the iOS | +| | | | | data counter to | +| | | | | monitor | +| | | | | cellular data | +| | | | | usage for the | +| | | | | bill cycle.¶ ¶ | +| | | | | The iOS data | +| | | | | counter does | +| | | | | not | +| | | | | automatically | +| | | | | reset every | +| | | | | month.This has | +| | | | | to be done | +| | | | | manually on the | +| | | | | bill cycle end | +| | | | | date.¶ ¶ ¶ ¶ | +| | | | | Windows¶ ¶ | +| | | | | Data Sense was | +| | | | | introduced with | +| | | | | the Windows 8.0 | +| | | | | update. For | +| | | | | more | +| | | | | information | +| | | | | about Data | +| | | | | Sense with | +| | | | | Windows 8.0 and | +| | | | | higher, refer | +| | | | | to Windows | +| | | | | Phone Support.¶ | +| | | | | 1Navigate to | +| | | | | data usage: | +| | | | | Swipe left to | +| | | | | get to the Apps | +| | | | | list, then | +| | | | | scroll to and | +| | | | | tap Data Sense. | +| | | | | 2Applications | +| | | | | are ordered by | +| | | | | amount of data | +| | | | | used. Scroll | +| | | | | through the | +| | | | | list to | +| | | | | determine which | +| | | | | apps are using | +| | | | | the most data.3 | +| | | | | Background data | +| | | | | can be | +| | | | | restricted for | +| | | | | individual | +| | | | | apps:¶ From | +| | | | | the Data Sense | +| | | | | screen, tap the | +| | | | | Settings icon | +| | | | | at the bottom | +| | | | | of the | +| | | | | screen.Tap to | +| | | | | select either | +| | | | | Restrict | +| | | | | background data | +| | | | | or Restrict | +| | | | | background data | +| | | | | while roaming.¶ | +| | | | | 4Set data usage | +| | | | | limits.¶ From | +| | | | | the Data Sense | +| | | | | screen, tap Set | +| | | | | limit.Under | +| | | | | Limit Type, | +| | | | | select one of | +| | | | | the following:¶ | +| | | | | If you have a | +| | | | | preset amount | +| | | | | of data to use, | +| | | | | and the data | +| | | | | expires at a | +| | | | | specific date, | +| | | | | tap One Time.If | +| | | | | you have a | +| | | | | limited amount | +| | | | | of data you can | +| | | | | use each month | +| | | | | before you are | +| | | | | charged for | +| | | | | overages, tap | +| | | | | Monthly.If you | +| | | | | have unlimited | +| | | | | data, but still | +| | | | | want to track | +| | | | | your usage, tap | +| | | | | Unlimited.¶ If | +| | | | | you choose One | +| | | | | Time or | +| | | | | Monthly, tap | +| | | | | the available | +| | | | | lists to enter | +| | | | | values and data | +| | | | | that match your | +| | | | | data plan.¶ | +| | | | | 5Tap Done.¶ ¶ | +| | | | | ¶ | +| | | | | LaptopConnect | +| | | | | Devices¶ ¶ | +| | | | | Monitor data | +| | | | | usage using | +| | | | | AT&T | +| | | | | Communication | +| | | | | Manager (ACM) | +| | | | | or AT&T | +| | | | | AllAccess. Use | +| | | | | Device Support | +| | | | | in Link Center | +| | | | | for the | +| | | | | customer's | +| | | | | device and | +| | | | | connection | +| | | | | client version | +| | | | | to determine | +| | | | | where usage is | +| | | | | displaying.¶ ¶ | +| | | | | Using Third- | +| | | | | Party Apps to | +| | | | | Manage Data¶ ¶ | +| | | | | Customers can | +| | | | | download the | +| | | | | apps below from | +| | | | | the device's | +| | | | | respective app | +| | | | | store. Only | +| | | | | apps that have | +| | | | | been certified | +| | | | | by AT&T are | +| | | | | listed in the | +| | | | | table:¶ Applic | +| | | | | ationPriceDevic | +| | | | | e OS3G Watchdog | +| | | | | Pro$2.99Android | +| | | | | My Data Manager | +| | | | | FreeAndroid and | +| | | | | iOS Source: | +| | | | | Content: | +| | | | | Multiple Types | +| | | | | BS BSRS NC | +| | | | | Non- | +| | | | | Communications | +| | | | | CH Charitable | +| | | | | OT Other CM | +| | | | | Communications | +| | | | | PS Premium SMS | +| | | | | CV AT&T Mobile | +| | | | | Video Premium | +| | | | | RT Ringback | +| | | | | Tone or | +| | | | | Ringtone FP | +| | | | | Fun Packs TS | +| | | | | Text Services | +| | | | | GA Game TM | +| | | | | Themes GR | +| | | | | Graphics or | +| | | | | Photos VI | +| | | | | Video LB | +| | | | | Location Based | +| | | | | Services N/A | +| | | | | ¶ ¶ | +| | | | | Troubleshooting | +| | | | | ¶ ¶ Issue | +| | | | | Resolution | +| | | | | Date of | +| | | | | purchase is off | +| | | | | by one day | +| | | | | Procedure¶ The | +| | | | | CCC Tool | +| | | | | customer | +| | | | | history uses | +| | | | | GMT time.¶ ¶ | +| | | | | If the purchase | +| | | | | appears after | +| | | | | 8:00 p.m. ET, | +| | | | | it appears in | +| | | | | the history as | +| | | | | the following | +| | | | | day.The true | +| | | | | purchase date | +| | | | | appears on the | +| | | | | invoice and in | +| | | | | the Purchase | +| | | | | Activity link | +| | | | | in the CCC Tool | +| | | | | GUI.¶ Invalid | +| | | | | date range. | +| | | | | Select a To | +| | | | | date that | +| | | | | occurs after | +| | | | | the From date. | +| | | | | Procedure When | +| | | | | searching a | +| | | | | date range, the | +| | | | | From date must | +| | | | | occur before | +| | | | | the To date. | +| | | | | For example:¶ | +| | | | | From: September | +| | | | | 4, 2015To: | +| | | | | November 23, | +| | | | | 2015¶ Missing | +| | | | | history | +| | | | | Procedure¶ | +| | | | | Verify the | +| | | | | account was not | +| | | | | cancelled.Verif | +| | | | | y the | +| | | | | customer's | +| | | | | number was not | +| | | | | changed.Verify | +| | | | | the account is | +| | | | | not a | +| | | | | converted-only | +| | | | | account.¶ If | +| | | | | the account was | +| | | | | not cancelled | +| | | | | and the history | +| | | | | is missing¶ | +| | | | | Contact the | +| | | | | Technical | +| | | | | Support Team, | +| | | | | who dispatches | +| | | | | the Clarify | +| | | | | case to the CCC | +| | | | | Tool Team.¶ ¶ | +| | | | | Refer BCS cases | +| | | | | to the BCS > | +| | | | | TSD > DOWNLOADA | +| | | | | BLECONTENT | +| | | | | queue.¶ If a | +| | | | | subscription | +| | | | | cancellation is | +| | | | | required¶ Set | +| | | | | expectations | +| | | | | that the | +| | | | | customer may | +| | | | | see one | +| | | | | additional | +| | | | | subscription | +| | | | | charge and a | +| | | | | refund on the | +| | | | | next | +| | | | | invoice.Create | +| | | | | a commitment to | +| | | | | review the | +| | | | | impacted number | +| | | | | 32 days from | +| | | | | the last | +| | | | | subscription | +| | | | | charge.Verify | +| | | | | the | +| | | | | subscription | +| | | | | was | +| | | | | cancelled.Issue | +| | | | | an additional | +| | | | | refund if | +| | | | | another charge | +| | | | | appeared.¶ ¶ | +| | | | | ¶ ¶ A case | +| | | | | only corrects | +| | | | | future charges | +| | | | | and | +| | | | | subscriptions. | +| | | | | For missing | +| | | | | history:¶ ¶ A | +| | | | | Customer | +| | | | | Service manager | +| | | | | issues a refund | +| | | | | directly in | +| | | | | TLG.Eligible | +| | | | | purchases for | +| | | | | refund must be | +| | | | | 60 days or | +| | | | | less.Prepaid | +| | | | | content | +| | | | | adjustments | +| | | | | occur in the | +| | | | | KIC billing | +| | | | | system.¶ Only | +| | | | | six months | +| | | | | display at one | +| | | | | time. The date | +| | | | | range is | +| | | | | adjusted for | +| | | | | you. | +| | | | | Procedure¶ | +| | | | | Customer | +| | | | | Service can | +| | | | | only view six | +| | | | | months of | +| | | | | transactions at | +| | | | | a time.Eligible | +| | | | | purchases for | +| | | | | refund must be | +| | | | | 60 days or | +| | | | | less.There are | +| | | | | limits on the | +| | | | | CCC Tool due to | +| | | | | capacity | +| | | | | issues.¶ Only | +| | | | | the past year | +| | | | | of history may | +| | | | | display. The | +| | | | | date range is | +| | | | | adjusted for | +| | | | | you. | +| | | | | Procedure¶ | +| | | | | Customer | +| | | | | Service can | +| | | | | only view | +| | | | | transactions | +| | | | | for the last 12 | +| | | | | months.If more | +| | | | | than 12 months | +| | | | | of history is | +| | | | | needed, use the | +| | | | | customer's | +| | | | | invoice | +| | | | | history.¶ Slow | +| | | | | response time | +| | | | | Procedure | +| | | | | This may occur | +| | | | | when there are | +| | | | | a large number | +| | | | | of | +| | | | | transactions. | +| | | | | Allow time for | +| | | | | the page to | +| | | | | load. If a | +| | | | | timeout occurs, | +| | | | | see General CCC | +| | | | | Tool errors | +| | | | | below. General | +| | | | | CCC Tool errors | +| | | | | Procedure¶ ID | +| | | | | and password | +| | | | | reset: Request | +| | | | | via MyLogins. ¶ | +| | | | | The application | +| | | | | appears as | +| | | | | DirectBill | +| | | | | CCC.¶ Error | +| | | | | occurs after | +| | | | | accessing the | +| | | | | CCC Tool: | +| | | | | Escalate it to | +| | | | | the IT Service | +| | | | | Desk at | +| | | | | 877-448-6767.¶ | +| | | | | Refer to the | +| | | | | tool as Digital | +| | | | | Commerce | +| | | | | Manager or | +| | | | | DCM.¶ CCC Tool | +| | | | | outage: Check | +| | | | | urgent messages | +| | | | | and refer to | +| | | | | the System | +| | | | | Outage Hub | +| | | | | Decision Flow | +| | | | | in Related | +| | | | | Links. Access | +| | | | | to articles in | +| | | | | Related Links | +| | | | | is restricted | +| | | | | based on your | +| | | | | Customer | +| | | | | Connect | +| | | | | profile.¶ | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 95 | [] | How can | AI response: | Content: Jump | +| | | customers | Customers | to: What I Need | +| | | sign up for | can sign up | to Do | Feature | +| | | one of the | for one of | Codes | Selling | +| | | AT&T Interna | the AT&T Int | Tips | FAQ ¶ ¶ | +| | | tional | ernational | ¶ AT&T | +| | | Calling | Calling | International | +| | | packages? | packages by | Calling | +| | | | adding the | (formerly known | +| | | | feature to | as World | +| | | | their | Connect | +| | | | postpaid | Advantage)¶ | +| | | | rate plan. | AT&T | +| | | | The package | International | +| | | | includes | Calling is a | +| | | | unlimited | feature that | +| | | | calling to | can be added to | +| | | | Canada and | a postpaid rate | +| | | | Mexico, | plan. The | +| | | | unlimited | package | +| | | | calling from | includes:¶ ¶ | +| | | | the U.S. to | Unlimited | +| | | | over 85 | calling to | +| | | | countries, | Canada and | +| | | | and | Mexico (rated | +| | | | discounted | at $0/minute) | +| | | | calling from | Unlimited | +| | | | the U.S. to | calling from | +| | | | over 140 | the U.S. to | +| | | | countries. | over 85 | +| | | | The monthly | countries. | +| | | | recurring | Discounted | +| | | | charge for | calling from | +| | | | the feature | the U.S. to | +| | | | is $15 per | over 140 | +| | | | line. For | countries:¶ | +| | | | more | For a complete | +| | | | information | list of | +| | | | on available | countries, | +| | | | countries | visit att.com/i | +| | | | and rates, | ntlcalling.See | +| | | | customers | Retired AT&T | +| | | | can visit at | World Connect | +| | | | t.com/intlca | Value Rates for | +| | | | lling. | additional | +| | | | (Source: | support.¶ $15 | +| | | | context) | per month, per | +| | | | | line. Feature | +| | | | | Code ILDWCADV¶ | +| | | | | See feature | +| | | | | codes for a | +| | | | | list on | +| | | | | incompatible | +| | | | | features.¶ If | +| | | | | a customer's | +| | | | | rate plan | +| | | | | doesn't include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/min) | +| | | | | apply to | +| | | | | international | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance. ¶ ¶ | +| | | | | ¶ World | +| | | | | Connect Value | +| | | | | (retired)¶ | +| | | | | Visit retired | +| | | | | rates for | +| | | | | additional | +| | | | | support.World | +| | | | | Connect Value | +| | | | | (retired) is an | +| | | | | ILD MRC | +| | | | | providing | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to 225 | +| | | | | countries. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Calling from | +| | | | | the U.S. to | +| | | | | Mexico and U.S. | +| | | | | to Canada is $0 | +| | | | | per minute. | +| | | | | Discounted | +| | | | | rates to both | +| | | | | wired and | +| | | | | wireless | +| | | | | numbers in over | +| | | | | 225 countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.¶ | +| | | | | $5 per month, | +| | | | | per line. | +| | | | | Feature Code: | +| | | | | ILWCV2 If the | +| | | | | customer's rate | +| | | | | plan doesn't | +| | | | | include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/minute) | +| | | | | apply to ILD | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance.¶ ¶ | +| | | | | Access to links | +| | | | | on this page is | +| | | | | restricted | +| | | | | based on your | +| | | | | profile.¶ ¶ ¶ | +| | | | | What I Need to | +| | | | | Know ¶ Check | +| | | | | eligibility, | +| | | | | using ILD | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Tell the | +| | | | | customer what | +| | | | | is included or | +| | | | | covered. | +| | | | | Provide the | +| | | | | effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Advise | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. ¶ ¶ | +| | | | | ¶ Feature ¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (ILDWCADV) and | +| | | | | SOC is | +| | | | | incompatible | +| | | | | with:¶ ¶ | +| | | | | World Connect | +| | | | | (ILWC) AT&T | +| | | | | Latin America | +| | | | | Talk and Text | +| | | | | (ILDLATT) AT&T | +| | | | | Latin America | +| | | | | Calling | +| | | | | (ILDLATWHP) | +| | | | | AT&T Dominican | +| | | | | Republic | +| | | | | (ILNYDR) AT&T | +| | | | | Caribbean | +| | | | | Calling (ILCC) | +| | | | | AT&T World | +| | | | | Connect for | +| | | | | Agent Sales | +| | | | | (ILWA) AT&T | +| | | | | World Connect | +| | | | | Value East Asia | +| | | | | and India | +| | | | | (ILWCA) The | +| | | | | SOC is also | +| | | | | incompatible | +| | | | | with the | +| | | | | following call | +| | | | | restriction | +| | | | | codes:¶ ¶ ICR | +| | | | | ICR1 ICR2 | +| | | | | ZZNOILD2 | +| | | | | (formerly | +| | | | | ZZNOILD) ¶ ¶ | +| | | | | ¶ Selling | +| | | | | Tips ¶ | +| | | | | Qualifying | +| | | | | Questions¶ ¶ | +| | | | | How often do | +| | | | | you call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | which | +| | | | | countries? How | +| | | | | many family | +| | | | | members or | +| | | | | friends live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your company's | +| | | | | business | +| | | | | require you | +| | | | | often call | +| | | | | another | +| | | | | country? ¶ ¶ | +| | | | | Source: | +| | | | | Content: If the | +| | | | | customer has | +| | | | | the appropriate | +| | | | | feature for | +| | | | | International | +| | | | | LD Dialing, are | +| | | | | no restrictions | +| | | | | in TORCH, and | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing see | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS and review | +| | | | | subtopics such | +| | | | | as Country | +| | | | | Codes and | +| | | | | Dialing Interna | +| | | | | tionally.  If | +| | | | | you have | +| | | | | exhausted all | +| | | | | troubleshooting | +| | | | | steps and the | +| | | | | customer is | +| | | | | still unable to | +| | | | | dial long | +| | | | | distance intern | +| | | | | ationally, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS If the | +| | | | | customer has | +| | | | | OfficeDirect | +| | | | | and cannot dial | +| | | | | long distance i | +| | | | | nternationally, | +| | | | | transfer the | +| | | | | caller to BM | +| | | | | IoT. Back to | +| | | | | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: | +| | | | | 2 BCSS | +| | | | | representatives | +| | | | | are required to | +| | | | | fully discuss | +| | | | | and provision | +| | | | | all | +| | | | | international | +| | | | | features and | +| | | | | rate plan adds | +| | | | | and changes. | +| | | | | Voice: | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired).  | +| | | | | Messaging: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages.  | +| | | | | Only offer | +| | | | | currently | +| | | | | available | +| | | | | features.  | +| | | | | 3 Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See  | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T Wo | +| | | | | rld: www.att.co | +| | | | | m/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Long Distance | +| | | | | Review the | +| | | | | Country Code | +| | | | | and the correct | +| | | | | dialing | +| | | | | patterns for | +| | | | | the countries | +| | | | | the customer is | +| | | | | calling. | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | From the U.S. - | +| | | | | International | +| | | | | LD Messaging | +| | | | | feature | +| | | | | Sending - | +| | | | | International | +| | | | | text messages | +| | | | | sent from the | +| | | | | U.S. do not | +| | | | | draw from a | +| | | | | customer's | +| | | | | domestic | +| | | | | messaging plan: | +| | | | | After included | +| | | | | international | +| | | | | messages are | +| | | | | exceeded, | +| | | | | billing is as | +| | | | | follows: | +| | | | | Text - $0.25 | +| | | | | per message  | +| | | | | Picture/Video - | +| | | | | $0.50  | +| | | | | Receiving - | +| | | | | Messages | +| | | | | received from | +| | | | | an | +| | | | | international | +| | | | | number are | +| | | | | billed at the | +| | | | | domestic PPU | +| | | | | rate or | +| | | | | deducted from | +| | | | | the domestic | +| | | | | messaging | +| | | | | package.  | +| | | | | 4 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see OPUS Hub | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international  | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if the | +| | | | | feature was | +| | | | | provisioned | +| | | | | correctly: | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | feature: ◦In | +| | | | | the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - Class | +| | | | | of Service | +| | | | | Restrictions | +| | | | | section: | +| | | | | Outbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Inbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Clarify and | +| | | | | confirm that | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing and | +| | | | | not with | +| | | | | domestic | +| | | | | dialing.  | +| | | | | Source: | +| | | | | Content: What's | +| | | | | New:In December | +| | | | | 2022 AT&T began | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | email of | +| | | | | upcoming | +| | | | | updates | +| | | | | effective | +| | | | | February 1st, | +| | | | | 2023.  Updates: | +| | | | | Per-minute | +| | | | | rates for calls | +| | | | | to over 70 | +| | | | | countries will | +| | | | | decrease. Per- | +| | | | | minute rate for | +| | | | | calls to | +| | | | | Nigeria will | +| | | | | increase to | +| | | | | $0.25/min. | +| | | | | Monthly | +| | | | | recurring | +| | | | | charge for the | +| | | | | feature will | +| | | | | increase from | +| | | | | $7.50/mo. to | +| | | | | $15/mo. per | +| | | | | line. In | +| | | | | addition, | +| | | | | starting | +| | | | | January 1, | +| | | | | 2023, AT&T is | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | Bill Message:Im | +| | | | | portant notice | +| | | | | about AT&T | +| | | | | Business | +| | | | | International | +| | | | | CallingStarting | +| | | | | in February | +| | | | | 2023, AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling per- | +| | | | | minute rates | +| | | | | will decrease | +| | | | | for calls to | +| | | | | over 70 | +| | | | | countries and | +| | | | | increase to | +| | | | | $0.25/minute | +| | | | | for calls to | +| | | | | Nigeria. In | +| | | | | addition, the | +| | | | | monthly | +| | | | | recurring | +| | | | | charge will | +| | | | | increase to | +| | | | | $15/month per | +| | | | | line. You will | +| | | | | see these new | +| | | | | rates in 1-2 | +| | | | | bills. For | +| | | | | current feature | +| | | | | information, go | +| | | | | to att.com/bizi | +| | | | | ntlcalling. | +| | | | | Para obtener | +| | | | | mas información | +| | | | | en español | +| | | | | sobre este | +| | | | | aumento de | +| | | | | precio puede | +| | | | | comunicarse al | +| | | | | 1-800-331-0500. | +| | | | | To see the | +| | | | | current AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling rates | +| | | | | by country, go | +| | | | | to att.com/intl | +| | | | | calling (at the | +| | | | | “See eligible | +| | | | | countries and | +| | | | | rates” link.) | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling is an | +| | | | | international | +| | | | | long distance | +| | | | | calling package | +| | | | | that helps keep | +| | | | | a customer’s | +| | | | | employees | +| | | | | connected when | +| | | | | calling from | +| | | | | the U.S., | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands to | +| | | | | their | +| | | | | colleagues and | +| | | | | customers | +| | | | | located abroad | +| | | | | in over 225 | +| | | | | countries. | +| | | | | Qualifying | +| | | | | Questions | | +| | | | | Procedures | | +| | | | | Set | +| | | | | Expectations | | +| | | | | FAQ Feature | +| | | | | Details MRC - | +| | | | | $15/mo. per | +| | | | | line SOC - | +| | | | | ILDBWCADV | +| | | | | Unlimited | +| | | | | calling* from | +| | | | | the U.S. to | +| | | | | over 80 | +| | | | | countries | +| | | | | (rated at | +| | | | | $0/minute). | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | additional | +| | | | | countries. For | +| | | | | details on | +| | | | | available | +| | | | | countries and | +| | | | | rates, visit ht | +| | | | | tp://att.com/in | +| | | | | ternationalcall | +| | | | | ing. (at the | +| | | | | "See eligible | +| | | | | countries and | +| | | | | rates" link) | +| | | | | Incompatible | +| | | | | with: | +| | | | | ICR – Call | +| | | | | restriction SOC | +| | | | | ICR1– Call | +| | | | | restriction SOC | +| | | | | ICR2– Call | +| | | | | restriction SOC | +| | | | | ILDWCADV – AT&T | +| | | | | International | +| | | | | Calling ILNYDR | +| | | | | – AT&T | +| | | | | Dominican | +| | | | | Republic | +| | | | | ZZNOILD – ILD | +| | | | | restriction SOC | +| | | | | ZZNOILD2 – ILD | +| | | | | restriction SOC | +| | | | | (formerly | +| | | | | ZZNOILD) | +| | | | | *Unlimited | +| | | | | calling | +| | | | | requires a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | unlimited | +| | | | | domestic | +| | | | | calling. If the | +| | | | | customer has a | +| | | | | domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. For | +| | | | | more | +| | | | | information on | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling, click | +| | | | | here. | +| | | | | Qualifying | +| | | | | Questions How | +| | | | | often do you | +| | | | | call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | Which countries | +| | | | | do you call? | +| | | | | How many of | +| | | | | your vendors, | +| | | | | customers or | +| | | | | colleagues live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your business | +| | | | | frequently | +| | | | | require you to | +| | | | | call another | +| | | | | country? | +| | | | | Procedures | +| | | | | Check | +| | | | | eligibility | +| | | | | (see ILD | +| | | | | Dialing | +| | | | | Eligibility in | +| | | | | Related Links). | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Provision the | +| | | | | feature in | +| | | | | OPUS. Set | +| | | | | Expectations | +| | | | | Explain what's | +| | | | | included or | +| | | | | covered. | +| | | | | Effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Explain | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. If | +| | | | | the customer | +| | | | | has a domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. | +| | | | | Source: | +| | | | | Content: iPhone | +| | | | | and most | +| | | | | BlackBerry | +| | | | | smartphones) | +| | | | | When using, you | +| | | | | are charged the | +| | | | | international | +| | | | | data rates.  | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming. | +| | | | | Exception: | +| | | | | Visual | +| | | | | Voicemail with | +| | | | | International | +| | | | | Data plan. If | +| | | | | needed, see | +| | | | | International | +| | | | | Roaming | +| | | | | Voicemail | +| | | | | Instructions | +| | | | | and Charge. | +| | | | | 5 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see | +| | | | | Provisioning | +| | | | | International | +| | | | | Roaming | +| | | | | Features. | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international | +| | | | | roaming | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Provisioning | +| | | | | international | +| | | | | roaming (IR) | +| | | | | features | +| | | | | (voice, | +| | | | | messaging, or | +| | | | | data) on a line | +| | | | | of service | +| | | | | enables | +| | | | | customers to | +| | | | | use voice, | +| | | | | messaging, and | +| | | | | data service, | +| | | | | depending on | +| | | | | their device, | +| | | | | while traveling | +| | | | | abroad. An IR | +| | | | | feature is | +| | | | | required on | +| | | | | each CTN that | +| | | | | plans to travel | +| | | | | internationally | +| | | | | or their | +| | | | | devices will | +| | | | | not work on the | +| | | | | cellular | +| | | | | network. Back | +| | | | | to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if a | +| | | | | feature was | +| | | | | provisioned | +| | | | | properly for | +| | | | | the customer: | +| | | | | Follow the | +| | | | | TORCH | +| | | | | guidelines.  | +| | | | | Provision the | +| | | | | feature, if | +| | | | | needed. If this | +| | | | | does not | +| | | | | resolve the | +| | | | | issue, use | +| | | | | standard | +| | | | | troubleshooting | +| | | | | steps to | +| | | | | determine the | +| | | | | issue (for | +| | | | | example: check | +| | | | | if the device | +| | | | | is | +| | | | | international | +| | | | | capable). If | +| | | | | unable to | +| | | | | provision a | +| | | | | feature: | +| | | | | File an Unable | +| | | | | to Complete | +| | | | | Transaction | +| | | | | Clarify case. | +| | | | | See your | +| | | | | channel's | +| | | | | Clarify case | +| | | | | policy. If the | +| | | | | issue continue, | +| | | | | transfer the | +| | | | | call to BMTS. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | feature only, | +| | | | | in the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice: | +| | | | | International | +| | | | | (INTL).  Data | +| | | | | Roaming | +| | | | | Profile: DREP | +| | | | | NATL or DREP | +| | | | | NATL NOCANMEX.  | +| | | | | Refer to | +| | | | | Roaming Profile | +| | | | | Field - TORCH. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | and Data | +| | | | | feature, in the | +| | | | | Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice Roaming | +| | | | | Profile: | +| | | | | DATA_INTL_PC100 | +| | | | | or | +| | | | | International. | +| | | | | Data Roaming | +| | | | | Profile: DREP_D | +| | | | | ATA_INTL_PC100 | +| | | | | or DREP INTL. | +| | | | | Refer to | +| | | | | Roaming | +| | | | |  Profile Field | +| | | | | - TORCH . BMTS | +| | | | | resolves | +| | | | | technical | +| | | | | issues for all | +| | | | | customer types | +| | | | | while roaming | +| | | | | overseas: | +| | | | | When a customer | +| | | | | is not properly | +| | | | | provisioned | +| | | | | when arriving | +| | | | | overseas, after | +| | | | | checking | +| | | | | eligibility and | +| | | | | authorization, | +| | | | | proceed to | +| | | | | provision the | +| | | | | international | +| | | | | feature.  | +| | | | | Check | +| | | | | provisioning as | +| | | | | stated above | +| | | | | and Test the | +| | | | | Resolution | +| | | | | (TTR): Only | +| | | | | if | +| | | | | unsuccessful, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS for a | +| | | | | resolution. | +| | | | | Suggested | +| | | | | Verbiage: | +| | | | | Mr./Ms. | +| | | | |  [Customer | +| | | | | Name], I just | +| | | | | added the | +| | | | | international | +| | | | | feature for | +| | | | | you. I am going | +| | | | | to partner you | +| | | | | with one of | +| | | | | AT&T's Advanced | +| | | | | Technical | +| | | | | Support | +| | | | | specialists who | +| | | | | will ensure you | +| | | | | will be able to | +| | | | | use your | +| | | | | service where | +| | | | | you are.  | +| | | | | Provide the | +| | | | | customer the | +| | | | | free number to | +| | | | | call from their | +| | | | | wireless phone | +| | | | | +1.314.925.6925 | +| | | | | .  If calling | +| | | | | from a wired | +| | | | | phone, a BMTS | +| | | | | specialist | +| | | | | calls back to | +| | | | | minimize the | +| | | | | cost to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key. For | +| | | | | the BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | If the customer | +| | | | | is calling on | +| | | | | behalf of the | +| | | | | end-user | +| | | | | (device not in | +| | | | | hand): Ask | +| | | | | the caller if | +| | | | | the end-user | +| | | | | has an | +| | | | | alternate | +| | | | | number they can | +| | | | | be contacted | +| | | | | on.  If there | +| | | | | is no alternate | +| | | | | number, provide | +| | | | | the customer | +| | | | | with the number | +| | | | | to BMTS at+1.31 | +| | | | | 4.925.6925, so | +| | | | | they can advise | +| | | | | the end-user to | +| | | | | call when they | +| | | | | are available | +| | | | | to continue tro | +| | | | | ubleshooting. | +| | | | | Customers | +| | | | | should | +| | | | | indicate: | +| | | | | Location Issue | +| | | | | Wireless | +| | | | | number  | +| | | | | Callback number | +| | | | | C-Level | +| | | | | customers (High | +| | | | | Level | +| | | | | Enterprise | +| | | | | Executives): | +| | | | | A special team | +| | | | | in BMTS handles | +| | | | | for IR issues.  | +| | | | | If a customer | +| | | | | self-identifies | +| | | | | as a C-Level | +| | | | | customer and | +| | | | | they are having | +| | | | | IR issues, | +| | | | | bridge the call | +| | | | | to BMTS and | +| | | | | tell the | +| | | | | representative | +| | | | | you have a | +| | | | | C-Level | +| | | | | customer. If a | +| | | | | CRU end-user, | +| | | | | AOP, or TCM | +| | | | | requests you | +| | | | | contact another | +| | | | | AOP/TCM/end- | +| | | | | user traveling | +| | | | | overseas, | +| | | | | advise the | +| | | | | caller that we | +| | | | | do not have | +| | | | | overseas | +| | | | | dialing | +| | | | | permissions | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 96 | [] | How can | AI response: | Content: Jump | +| | | customers | Customers | to: What I Need | +| | | sign up for | can sign up | to Do | Feature | +| | | one of these | for AT&T Int | Codes | Selling | +| | | AT&T Interna | ernational | Tips | FAQ ¶ ¶ | +| | | tional | Calling by | ¶ AT&T | +| | | Calling? | adding the | International | +| | | | feature to | Calling | +| | | | their | (formerly known | +| | | | postpaid | as World | +| | | | rate plan. | Connect | +| | | | The package | Advantage)¶ | +| | | | includes | AT&T | +| | | | unlimited | International | +| | | | calling to | Calling is a | +| | | | Canada and | feature that | +| | | | Mexico, | can be added to | +| | | | unlimited | a postpaid rate | +| | | | calling from | plan. The | +| | | | the U.S. to | package | +| | | | over 85 | includes:¶ ¶ | +| | | | countries, | Unlimited | +| | | | and | calling to | +| | | | discounted | Canada and | +| | | | calling from | Mexico (rated | +| | | | the U.S. to | at $0/minute) | +| | | | over 140 | Unlimited | +| | | | countries. | calling from | +| | | | The feature | the U.S. to | +| | | | costs $15 | over 85 | +| | | | per month, | countries. | +| | | | per line. To | Discounted | +| | | | check | calling from | +| | | | eligibility | the U.S. to | +| | | | and | over 140 | +| | | | provision | countries:¶ | +| | | | the feature, | For a complete | +| | | | customers | list of | +| | | | can contact | countries, | +| | | | AT&T | visit att.com/i | +| | | | customer | ntlcalling.See | +| | | | service or | Retired AT&T | +| | | | visit att.co | World Connect | +| | | | m/intlcallin | Value Rates for | +| | | | g. (Source: | additional | +| | | | context) | support.¶ $15 | +| | | | | per month, per | +| | | | | line. Feature | +| | | | | Code ILDWCADV¶ | +| | | | | See feature | +| | | | | codes for a | +| | | | | list on | +| | | | | incompatible | +| | | | | features.¶ If | +| | | | | a customer's | +| | | | | rate plan | +| | | | | doesn't include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/min) | +| | | | | apply to | +| | | | | international | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance. ¶ ¶ | +| | | | | ¶ World | +| | | | | Connect Value | +| | | | | (retired)¶ | +| | | | | Visit retired | +| | | | | rates for | +| | | | | additional | +| | | | | support.World | +| | | | | Connect Value | +| | | | | (retired) is an | +| | | | | ILD MRC | +| | | | | providing | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to 225 | +| | | | | countries. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Calling from | +| | | | | the U.S. to | +| | | | | Mexico and U.S. | +| | | | | to Canada is $0 | +| | | | | per minute. | +| | | | | Discounted | +| | | | | rates to both | +| | | | | wired and | +| | | | | wireless | +| | | | | numbers in over | +| | | | | 225 countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.¶ | +| | | | | $5 per month, | +| | | | | per line. | +| | | | | Feature Code: | +| | | | | ILWCV2 If the | +| | | | | customer's rate | +| | | | | plan doesn't | +| | | | | include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/minute) | +| | | | | apply to ILD | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance.¶ ¶ | +| | | | | Access to links | +| | | | | on this page is | +| | | | | restricted | +| | | | | based on your | +| | | | | profile.¶ ¶ ¶ | +| | | | | What I Need to | +| | | | | Know ¶ Check | +| | | | | eligibility, | +| | | | | using ILD | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Tell the | +| | | | | customer what | +| | | | | is included or | +| | | | | covered. | +| | | | | Provide the | +| | | | | effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Advise | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. ¶ ¶ | +| | | | | ¶ Feature ¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (ILDWCADV) and | +| | | | | SOC is | +| | | | | incompatible | +| | | | | with:¶ ¶ | +| | | | | World Connect | +| | | | | (ILWC) AT&T | +| | | | | Latin America | +| | | | | Talk and Text | +| | | | | (ILDLATT) AT&T | +| | | | | Latin America | +| | | | | Calling | +| | | | | (ILDLATWHP) | +| | | | | AT&T Dominican | +| | | | | Republic | +| | | | | (ILNYDR) AT&T | +| | | | | Caribbean | +| | | | | Calling (ILCC) | +| | | | | AT&T World | +| | | | | Connect for | +| | | | | Agent Sales | +| | | | | (ILWA) AT&T | +| | | | | World Connect | +| | | | | Value East Asia | +| | | | | and India | +| | | | | (ILWCA) The | +| | | | | SOC is also | +| | | | | incompatible | +| | | | | with the | +| | | | | following call | +| | | | | restriction | +| | | | | codes:¶ ¶ ICR | +| | | | | ICR1 ICR2 | +| | | | | ZZNOILD2 | +| | | | | (formerly | +| | | | | ZZNOILD) ¶ ¶ | +| | | | | ¶ Selling | +| | | | | Tips ¶ | +| | | | | Qualifying | +| | | | | Questions¶ ¶ | +| | | | | How often do | +| | | | | you call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | which | +| | | | | countries? How | +| | | | | many family | +| | | | | members or | +| | | | | friends live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your company's | +| | | | | business | +| | | | | require you | +| | | | | often call | +| | | | | another | +| | | | | country? ¶ ¶ | +| | | | | Source: | +| | | | | Content: If the | +| | | | | customer has | +| | | | | the appropriate | +| | | | | feature for | +| | | | | International | +| | | | | LD Dialing, are | +| | | | | no restrictions | +| | | | | in TORCH, and | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing see | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS and review | +| | | | | subtopics such | +| | | | | as Country | +| | | | | Codes and | +| | | | | Dialing Interna | +| | | | | tionally.  If | +| | | | | you have | +| | | | | exhausted all | +| | | | | troubleshooting | +| | | | | steps and the | +| | | | | customer is | +| | | | | still unable to | +| | | | | dial long | +| | | | | distance intern | +| | | | | ationally, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS If the | +| | | | | customer has | +| | | | | OfficeDirect | +| | | | | and cannot dial | +| | | | | long distance i | +| | | | | nternationally, | +| | | | | transfer the | +| | | | | caller to BM | +| | | | | IoT. Back to | +| | | | | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: What's | +| | | | | New:In December | +| | | | | 2022 AT&T began | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | email of | +| | | | | upcoming | +| | | | | updates | +| | | | | effective | +| | | | | February 1st, | +| | | | | 2023.  Updates: | +| | | | | Per-minute | +| | | | | rates for calls | +| | | | | to over 70 | +| | | | | countries will | +| | | | | decrease. Per- | +| | | | | minute rate for | +| | | | | calls to | +| | | | | Nigeria will | +| | | | | increase to | +| | | | | $0.25/min. | +| | | | | Monthly | +| | | | | recurring | +| | | | | charge for the | +| | | | | feature will | +| | | | | increase from | +| | | | | $7.50/mo. to | +| | | | | $15/mo. per | +| | | | | line. In | +| | | | | addition, | +| | | | | starting | +| | | | | January 1, | +| | | | | 2023, AT&T is | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | Bill Message:Im | +| | | | | portant notice | +| | | | | about AT&T | +| | | | | Business | +| | | | | International | +| | | | | CallingStarting | +| | | | | in February | +| | | | | 2023, AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling per- | +| | | | | minute rates | +| | | | | will decrease | +| | | | | for calls to | +| | | | | over 70 | +| | | | | countries and | +| | | | | increase to | +| | | | | $0.25/minute | +| | | | | for calls to | +| | | | | Nigeria. In | +| | | | | addition, the | +| | | | | monthly | +| | | | | recurring | +| | | | | charge will | +| | | | | increase to | +| | | | | $15/month per | +| | | | | line. You will | +| | | | | see these new | +| | | | | rates in 1-2 | +| | | | | bills. For | +| | | | | current feature | +| | | | | information, go | +| | | | | to att.com/bizi | +| | | | | ntlcalling. | +| | | | | Para obtener | +| | | | | mas información | +| | | | | en español | +| | | | | sobre este | +| | | | | aumento de | +| | | | | precio puede | +| | | | | comunicarse al | +| | | | | 1-800-331-0500. | +| | | | | To see the | +| | | | | current AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling rates | +| | | | | by country, go | +| | | | | to att.com/intl | +| | | | | calling (at the | +| | | | | “See eligible | +| | | | | countries and | +| | | | | rates” link.) | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling is an | +| | | | | international | +| | | | | long distance | +| | | | | calling package | +| | | | | that helps keep | +| | | | | a customer’s | +| | | | | employees | +| | | | | connected when | +| | | | | calling from | +| | | | | the U.S., | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands to | +| | | | | their | +| | | | | colleagues and | +| | | | | customers | +| | | | | located abroad | +| | | | | in over 225 | +| | | | | countries. | +| | | | | Qualifying | +| | | | | Questions | | +| | | | | Procedures | | +| | | | | Set | +| | | | | Expectations | | +| | | | | FAQ Feature | +| | | | | Details MRC - | +| | | | | $15/mo. per | +| | | | | line SOC - | +| | | | | ILDBWCADV | +| | | | | Unlimited | +| | | | | calling* from | +| | | | | the U.S. to | +| | | | | over 80 | +| | | | | countries | +| | | | | (rated at | +| | | | | $0/minute). | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | additional | +| | | | | countries. For | +| | | | | details on | +| | | | | available | +| | | | | countries and | +| | | | | rates, visit ht | +| | | | | tp://att.com/in | +| | | | | ternationalcall | +| | | | | ing. (at the | +| | | | | "See eligible | +| | | | | countries and | +| | | | | rates" link) | +| | | | | Incompatible | +| | | | | with: | +| | | | | ICR – Call | +| | | | | restriction SOC | +| | | | | ICR1– Call | +| | | | | restriction SOC | +| | | | | ICR2– Call | +| | | | | restriction SOC | +| | | | | ILDWCADV – AT&T | +| | | | | International | +| | | | | Calling ILNYDR | +| | | | | – AT&T | +| | | | | Dominican | +| | | | | Republic | +| | | | | ZZNOILD – ILD | +| | | | | restriction SOC | +| | | | | ZZNOILD2 – ILD | +| | | | | restriction SOC | +| | | | | (formerly | +| | | | | ZZNOILD) | +| | | | | *Unlimited | +| | | | | calling | +| | | | | requires a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | unlimited | +| | | | | domestic | +| | | | | calling. If the | +| | | | | customer has a | +| | | | | domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. For | +| | | | | more | +| | | | | information on | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling, click | +| | | | | here. | +| | | | | Qualifying | +| | | | | Questions How | +| | | | | often do you | +| | | | | call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | Which countries | +| | | | | do you call? | +| | | | | How many of | +| | | | | your vendors, | +| | | | | customers or | +| | | | | colleagues live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your business | +| | | | | frequently | +| | | | | require you to | +| | | | | call another | +| | | | | country? | +| | | | | Procedures | +| | | | | Check | +| | | | | eligibility | +| | | | | (see ILD | +| | | | | Dialing | +| | | | | Eligibility in | +| | | | | Related Links). | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Provision the | +| | | | | feature in | +| | | | | OPUS. Set | +| | | | | Expectations | +| | | | | Explain what's | +| | | | | included or | +| | | | | covered. | +| | | | | Effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Explain | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. If | +| | | | | the customer | +| | | | | has a domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. | +| | | | | Source: | +| | | | | Content: | +| | | | | Eligibility | | +| | | | | Provisioning | | +| | | | | Troubleshooting | +| | | | | | Additional | +| | | | | Resources What | +| | | | | is | +| | | | | International | +| | | | | Long Distance | +| | | | | The customer is | +| | | | | in the U.S.  | +| | | | | They are using | +| | | | | the mobile | +| | | | | device to | +| | | | | call/send a | +| | | | | message to | +| | | | | someone in a | +| | | | | foreign | +| | | | | country. | +| | | | | Example: The | +| | | | | customer is in | +| | | | | Atlanta placing | +| | | | | a call or | +| | | | | sending a text | +| | | | | message to | +| | | | | Germany.  | +| | | | | Exception: | +| | | | | These countries | +| | | | | and territories | +| | | | | use the North | +| | | | | American Number | +| | | | | plan and the | +| | | | | ILD feature is | +| | | | | not needed to | +| | | | | call: | +| | | | | American | +| | | | | Samoa,* | +| | | | | Anguilla, | +| | | | | Antigua, | +| | | | | Barbuda, | +| | | | | Bahamas, | +| | | | | Barbados, | +| | | | | Bermuda, | +| | | | | British | +| | | | | Dominican | +| | | | | Republic, | +| | | | | Canada, | +| | | | | Grenada, | +| | | | | Jamaica, | +| | | | | Montserrat, St. | +| | | | | Lucia, St. | +| | | | | Kitts, Nevis, | +| | | | | St. Vincent, | +| | | | | the Grenadines, | +| | | | | Sint Maarten | +| | | | | (this is not | +| | | | | St. Martin), | +| | | | | Trinidad, | +| | | | | Tobago, Turks, | +| | | | | Caicos, and | +| | | | | U.S. | +| | | | | territories | +| | | | | (Guam, Northern | +| | | | | Mariana | +| | | | | Islands, Puerto | +| | | | | Rico, and the | +| | | | | USVI) | +| | | | | *Calls to | +| | | | | American Samoa | +| | | | | rate as an | +| | | | | international | +| | | | | toll call. | +| | | | | Recommend an | +| | | | | ILD feature for | +| | | | | customers | +| | | | | calling | +| | | | | American Samoa. | +| | | | | Back to Top | +| | | | | Eligibility | +| | | | | CRU (FAN/Non- | +| | | | | FAN) | +| | | | | Enterprise GBS | +| | | | | - All | +| | | | | international | +| | | | | services are | +| | | | | available to | +| | | | | Enterprise | +| | | | | customers | +| | | | | (TLG/NBI - | +| | | | | credit class A, | +| | | | | J, M) at time | +| | | | | of activation.  | +| | | | | For all other | +| | | | | CRU customers, | +| | | | | eligibility | +| | | | | rules are as | +| | | | | follows:  | +| | | | | Any | +| | | | | international | +| | | | | long distance | +| | | | | service is | +| | | | | available at | +| | | | | activation to | +| | | | | customers in | +| | | | | AT&T Retail | +| | | | | with qualifying | +| | | | | credit | +| | | | | classes.  | +| | | | | Otherwise, 3 | +| | | | | months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN with good | +| | | | | payment history | +| | | | | and no current | +| | | | | fraud hotline | +| | | | | is required.  | +| | | | | SIG | +| | | | | BMC/BME: | +| | | | | Transfer all | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | requests to | +| | | | | provision | +| | | | | international | +| | | | | features to | +| | | | | Consumer | +| | | | | Customer | +| | | | | Service.  | +| | | | | Others: Check | +| | | | | Eligibility  | +| | | | | Three months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN  A good | +| | | | | payment | +| | | | | history  No | +| | | | | current fraud | +| | | | | hotline  | +| | | | | Exception: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | packages do not | +| | | | | require an | +| | | | | eligibility | +| | | | | check, | +| | | | | provision.  | +| | | | | The billing | +| | | | | system | +| | | | | automatically | +| | | | | checks the | +| | | | | above | +| | | | | eligibility | +| | | | | rules upon | +| | | | | provisioning. | +| | | | |  See | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | Eligibility  | +| | | | | Back to Top | +| | | | | Provisioning | +| | | | | International | +| | | | | Feature Already | +| | | | | Provisioned | +| | | | | Assist the | +| | | | | customer with | +| | | | | their request. | +| | | | | Verify Feature | +| | | | | is Provisioned | +| | | | | Verify the | +| | | | | feature is in | +| | | | | the billing | +| | | | | system | +| | | | | (Telegence). | +| | | | | Verify the | +| | | | | information in | +| | | | | TORCH matches | +| | | | | the feature in | +| | | | | the billing | +| | | | | system. | +| | | | | If Then | +| | | | | Not Provisioned | +| | | | | Correctly | +| | | | | Follow Check | +| | | | | International | +| | | | | Features | +| | | | | Provisioning - | +| | | | | TORCH | +| | | | | Provisioned | +| | | | | Correctly | +| | | | | Review the | +| | | | | feature | +| | | | | expectations | +| | | | | with the | +| | | | | customer | +| | | | | in step 3  of | +| | | | | the No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | section. | +| | | | | Add / Change | +| | | | | Feature Follow | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | steps. | +| | | | | Remove Feature | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know | +| | | | | Inform the | +| | | | | customer they | +| | | | | can add and | +| | | | | remove | +| | | | | International | +| | | | | Voice and Data | +| | | | | features: | +| | | | | CRU customers: | +| | | | | Use Premier. | +| | | | | If the feature | +| | | | | is removed or | +| | | | | set to be | +| | | | | removed on a | +| | | | | future date:  | +| | | | | Explain how the | +| | | | | prorated | +| | | | | charges will | +| | | | | appear on the | +| | | | | customer's next | +| | | | | bill following | +| | | | | the feature | +| | | | | removal.  | +| | | | | Explain any | +| | | | | prorated | +| | | | | minutes or | +| | | | | messages, if | +| | | | | applicable.  | +| | | | | Advise the | +| | | | | customer that | +| | | | | dialing to a | +| | | | | country within | +| | | | | the North | +| | | | | American | +| | | | | Numbering plan | +| | | | | does not | +| | | | | require an ILD | +| | | | | feature on the | +| | | | | customer's | +| | | | | mobile number | +| | | | | and they still | +| | | | | have the | +| | | | | ability to dial | +| | | | | to these | +| | | | | countries: | +| | | | | Refer to Intern | +| | | | | ational Long | +| | | | | Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired). | +| | | | | Charges may | +| | | | | take up to 60 | +| | | | | days for | +| | | | | minutes (or | +| | | | | charges) used | +| | | | | outside their | +| | | | | home area to | +| | | | | appear on their | +| | | | | bill. | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | 1 Confirm the | +| | | | | customer's | +| | | | | eligibility. | +| | | | | If not | +| | | | | eligible, and | +| | | | | requesting an | +| | | | | exception, foll | +| | | | | ow Internationa | +| | | | | l Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS. | +| | | | | Per the | +| | | | | exception | +| | | | | process for CRU | +| | | | | customers, | +| | | | | review features | +| | | | | and | +| | | | | expectations | +| | | | | before | +| | | | | requesting an | +| | | | | international | +| | | | | feature. | +| | | | | Source: | +| | | | | Content: iPhone | +| | | | | and most | +| | | | | BlackBerry | +| | | | | smartphones) | +| | | | | When using, you | +| | | | | are charged the | +| | | | | international | +| | | | | data rates.  | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming. | +| | | | | Exception: | +| | | | | Visual | +| | | | | Voicemail with | +| | | | | International | +| | | | | Data plan. If | +| | | | | needed, see | +| | | | | International | +| | | | | Roaming | +| | | | | Voicemail | +| | | | | Instructions | +| | | | | and Charge. | +| | | | | 5 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see | +| | | | | Provisioning | +| | | | | International | +| | | | | Roaming | +| | | | | Features. | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international | +| | | | | roaming | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Provisioning | +| | | | | international | +| | | | | roaming (IR) | +| | | | | features | +| | | | | (voice, | +| | | | | messaging, or | +| | | | | data) on a line | +| | | | | of service | +| | | | | enables | +| | | | | customers to | +| | | | | use voice, | +| | | | | messaging, and | +| | | | | data service, | +| | | | | depending on | +| | | | | their device, | +| | | | | while traveling | +| | | | | abroad. An IR | +| | | | | feature is | +| | | | | required on | +| | | | | each CTN that | +| | | | | plans to travel | +| | | | | internationally | +| | | | | or their | +| | | | | devices will | +| | | | | not work on the | +| | | | | cellular | +| | | | | network. Back | +| | | | | to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if a | +| | | | | feature was | +| | | | | provisioned | +| | | | | properly for | +| | | | | the customer: | +| | | | | Follow the | +| | | | | TORCH | +| | | | | guidelines.  | +| | | | | Provision the | +| | | | | feature, if | +| | | | | needed. If this | +| | | | | does not | +| | | | | resolve the | +| | | | | issue, use | +| | | | | standard | +| | | | | troubleshooting | +| | | | | steps to | +| | | | | determine the | +| | | | | issue (for | +| | | | | example: check | +| | | | | if the device | +| | | | | is | +| | | | | international | +| | | | | capable). If | +| | | | | unable to | +| | | | | provision a | +| | | | | feature: | +| | | | | File an Unable | +| | | | | to Complete | +| | | | | Transaction | +| | | | | Clarify case. | +| | | | | See your | +| | | | | channel's | +| | | | | Clarify case | +| | | | | policy. If the | +| | | | | issue continue, | +| | | | | transfer the | +| | | | | call to BMTS. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | feature only, | +| | | | | in the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice: | +| | | | | International | +| | | | | (INTL).  Data | +| | | | | Roaming | +| | | | | Profile: DREP | +| | | | | NATL or DREP | +| | | | | NATL NOCANMEX.  | +| | | | | Refer to | +| | | | | Roaming Profile | +| | | | | Field - TORCH. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | and Data | +| | | | | feature, in the | +| | | | | Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice Roaming | +| | | | | Profile: | +| | | | | DATA_INTL_PC100 | +| | | | | or | +| | | | | International. | +| | | | | Data Roaming | +| | | | | Profile: DREP_D | +| | | | | ATA_INTL_PC100 | +| | | | | or DREP INTL. | +| | | | | Refer to | +| | | | | Roaming | +| | | | |  Profile Field | +| | | | | - TORCH . BMTS | +| | | | | resolves | +| | | | | technical | +| | | | | issues for all | +| | | | | customer types | +| | | | | while roaming | +| | | | | overseas: | +| | | | | When a customer | +| | | | | is not properly | +| | | | | provisioned | +| | | | | when arriving | +| | | | | overseas, after | +| | | | | checking | +| | | | | eligibility and | +| | | | | authorization, | +| | | | | proceed to | +| | | | | provision the | +| | | | | international | +| | | | | feature.  | +| | | | | Check | +| | | | | provisioning as | +| | | | | stated above | +| | | | | and Test the | +| | | | | Resolution | +| | | | | (TTR): Only | +| | | | | if | +| | | | | unsuccessful, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS for a | +| | | | | resolution. | +| | | | | Suggested | +| | | | | Verbiage: | +| | | | | Mr./Ms. | +| | | | |  [Customer | +| | | | | Name], I just | +| | | | | added the | +| | | | | international | +| | | | | feature for | +| | | | | you. I am going | +| | | | | to partner you | +| | | | | with one of | +| | | | | AT&T's Advanced | +| | | | | Technical | +| | | | | Support | +| | | | | specialists who | +| | | | | will ensure you | +| | | | | will be able to | +| | | | | use your | +| | | | | service where | +| | | | | you are.  | +| | | | | Provide the | +| | | | | customer the | +| | | | | free number to | +| | | | | call from their | +| | | | | wireless phone | +| | | | | +1.314.925.6925 | +| | | | | .  If calling | +| | | | | from a wired | +| | | | | phone, a BMTS | +| | | | | specialist | +| | | | | calls back to | +| | | | | minimize the | +| | | | | cost to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key. For | +| | | | | the BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | If the customer | +| | | | | is calling on | +| | | | | behalf of the | +| | | | | end-user | +| | | | | (device not in | +| | | | | hand): Ask | +| | | | | the caller if | +| | | | | the end-user | +| | | | | has an | +| | | | | alternate | +| | | | | number they can | +| | | | | be contacted | +| | | | | on.  If there | +| | | | | is no alternate | +| | | | | number, provide | +| | | | | the customer | +| | | | | with the number | +| | | | | to BMTS at+1.31 | +| | | | | 4.925.6925, so | +| | | | | they can advise | +| | | | | the end-user to | +| | | | | call when they | +| | | | | are available | +| | | | | to continue tro | +| | | | | ubleshooting. | +| | | | | Customers | +| | | | | should | +| | | | | indicate: | +| | | | | Location Issue | +| | | | | Wireless | +| | | | | number  | +| | | | | Callback number | +| | | | | C-Level | +| | | | | customers (High | +| | | | | Level | +| | | | | Enterprise | +| | | | | Executives): | +| | | | | A special team | +| | | | | in BMTS handles | +| | | | | for IR issues.  | +| | | | | If a customer | +| | | | | self-identifies | +| | | | | as a C-Level | +| | | | | customer and | +| | | | | they are having | +| | | | | IR issues, | +| | | | | bridge the call | +| | | | | to BMTS and | +| | | | | tell the | +| | | | | representative | +| | | | | you have a | +| | | | | C-Level | +| | | | | customer. If a | +| | | | | CRU end-user, | +| | | | | AOP, or TCM | +| | | | | requests you | +| | | | | contact another | +| | | | | AOP/TCM/end- | +| | | | | user traveling | +| | | | | overseas, | +| | | | | advise the | +| | | | | caller that we | +| | | | | do not have | +| | | | | overseas | +| | | | | dialing | +| | | | | permissions | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 97 | [] | How does | If a | Content: Jump | +| | | AT&T Interna | customer's | to: What I Need | +| | | tional | rate plan | to Do | Feature | +| | | Calling work | doesn't | Codes | Selling | +| | | with a rate | include | Tips | FAQ ¶ ¶ | +| | | plan, such | unlimited | ¶ AT&T | +| | | as the | talk, | International | +| | | FamilyTalk | overage | Calling | +| | | 500 minute | charges (up | (formerly known | +| | | plan, where | to | as World | +| | | minutes are | $0.45/min) | Connect | +| | | capped? | apply to int | Advantage)¶ | +| | | | ernational | AT&T | +| | | | calls that | International | +| | | | exceed the | Calling is a | +| | | | plan's | feature that | +| | | | minute | can be added to | +| | | | allowance. | a postpaid rate | +| | | | (Source: | plan. The | +| | | | AT&T Interna | package | +| | | | tional | includes:¶ ¶ | +| | | | Calling | Unlimited | +| | | | context) | calling to | +| | | | | Canada and | +| | | | | Mexico (rated | +| | | | | at $0/minute) | +| | | | | Unlimited | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 85 | +| | | | | countries. | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.See | +| | | | | Retired AT&T | +| | | | | World Connect | +| | | | | Value Rates for | +| | | | | additional | +| | | | | support.¶ $15 | +| | | | | per month, per | +| | | | | line. Feature | +| | | | | Code ILDWCADV¶ | +| | | | | See feature | +| | | | | codes for a | +| | | | | list on | +| | | | | incompatible | +| | | | | features.¶ If | +| | | | | a customer's | +| | | | | rate plan | +| | | | | doesn't include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/min) | +| | | | | apply to | +| | | | | international | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance. ¶ ¶ | +| | | | | ¶ World | +| | | | | Connect Value | +| | | | | (retired)¶ | +| | | | | Visit retired | +| | | | | rates for | +| | | | | additional | +| | | | | support.World | +| | | | | Connect Value | +| | | | | (retired) is an | +| | | | | ILD MRC | +| | | | | providing | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to 225 | +| | | | | countries. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Calling from | +| | | | | the U.S. to | +| | | | | Mexico and U.S. | +| | | | | to Canada is $0 | +| | | | | per minute. | +| | | | | Discounted | +| | | | | rates to both | +| | | | | wired and | +| | | | | wireless | +| | | | | numbers in over | +| | | | | 225 countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.¶ | +| | | | | $5 per month, | +| | | | | per line. | +| | | | | Feature Code: | +| | | | | ILWCV2 If the | +| | | | | customer's rate | +| | | | | plan doesn't | +| | | | | include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/minute) | +| | | | | apply to ILD | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance.¶ ¶ | +| | | | | Access to links | +| | | | | on this page is | +| | | | | restricted | +| | | | | based on your | +| | | | | profile.¶ ¶ ¶ | +| | | | | What I Need to | +| | | | | Know ¶ Check | +| | | | | eligibility, | +| | | | | using ILD | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Tell the | +| | | | | customer what | +| | | | | is included or | +| | | | | covered. | +| | | | | Provide the | +| | | | | effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Advise | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. ¶ ¶ | +| | | | | ¶ Feature ¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (ILDWCADV) and | +| | | | | SOC is | +| | | | | incompatible | +| | | | | with:¶ ¶ | +| | | | | World Connect | +| | | | | (ILWC) AT&T | +| | | | | Latin America | +| | | | | Talk and Text | +| | | | | (ILDLATT) AT&T | +| | | | | Latin America | +| | | | | Calling | +| | | | | (ILDLATWHP) | +| | | | | AT&T Dominican | +| | | | | Republic | +| | | | | (ILNYDR) AT&T | +| | | | | Caribbean | +| | | | | Calling (ILCC) | +| | | | | AT&T World | +| | | | | Connect for | +| | | | | Agent Sales | +| | | | | (ILWA) AT&T | +| | | | | World Connect | +| | | | | Value East Asia | +| | | | | and India | +| | | | | (ILWCA) The | +| | | | | SOC is also | +| | | | | incompatible | +| | | | | with the | +| | | | | following call | +| | | | | restriction | +| | | | | codes:¶ ¶ ICR | +| | | | | ICR1 ICR2 | +| | | | | ZZNOILD2 | +| | | | | (formerly | +| | | | | ZZNOILD) ¶ ¶ | +| | | | | ¶ Selling | +| | | | | Tips ¶ | +| | | | | Qualifying | +| | | | | Questions¶ ¶ | +| | | | | How often do | +| | | | | you call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | which | +| | | | | countries? How | +| | | | | many family | +| | | | | members or | +| | | | | friends live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your company's | +| | | | | business | +| | | | | require you | +| | | | | often call | +| | | | | another | +| | | | | country? ¶ ¶ | +| | | | | Source: | +| | | | | Content: What's | +| | | | | New:In December | +| | | | | 2022 AT&T began | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | email of | +| | | | | upcoming | +| | | | | updates | +| | | | | effective | +| | | | | February 1st, | +| | | | | 2023.  Updates: | +| | | | | Per-minute | +| | | | | rates for calls | +| | | | | to over 70 | +| | | | | countries will | +| | | | | decrease. Per- | +| | | | | minute rate for | +| | | | | calls to | +| | | | | Nigeria will | +| | | | | increase to | +| | | | | $0.25/min. | +| | | | | Monthly | +| | | | | recurring | +| | | | | charge for the | +| | | | | feature will | +| | | | | increase from | +| | | | | $7.50/mo. to | +| | | | | $15/mo. per | +| | | | | line. In | +| | | | | addition, | +| | | | | starting | +| | | | | January 1, | +| | | | | 2023, AT&T is | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | Bill Message:Im | +| | | | | portant notice | +| | | | | about AT&T | +| | | | | Business | +| | | | | International | +| | | | | CallingStarting | +| | | | | in February | +| | | | | 2023, AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling per- | +| | | | | minute rates | +| | | | | will decrease | +| | | | | for calls to | +| | | | | over 70 | +| | | | | countries and | +| | | | | increase to | +| | | | | $0.25/minute | +| | | | | for calls to | +| | | | | Nigeria. In | +| | | | | addition, the | +| | | | | monthly | +| | | | | recurring | +| | | | | charge will | +| | | | | increase to | +| | | | | $15/month per | +| | | | | line. You will | +| | | | | see these new | +| | | | | rates in 1-2 | +| | | | | bills. For | +| | | | | current feature | +| | | | | information, go | +| | | | | to att.com/bizi | +| | | | | ntlcalling. | +| | | | | Para obtener | +| | | | | mas información | +| | | | | en español | +| | | | | sobre este | +| | | | | aumento de | +| | | | | precio puede | +| | | | | comunicarse al | +| | | | | 1-800-331-0500. | +| | | | | To see the | +| | | | | current AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling rates | +| | | | | by country, go | +| | | | | to att.com/intl | +| | | | | calling (at the | +| | | | | “See eligible | +| | | | | countries and | +| | | | | rates” link.) | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling is an | +| | | | | international | +| | | | | long distance | +| | | | | calling package | +| | | | | that helps keep | +| | | | | a customer’s | +| | | | | employees | +| | | | | connected when | +| | | | | calling from | +| | | | | the U.S., | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands to | +| | | | | their | +| | | | | colleagues and | +| | | | | customers | +| | | | | located abroad | +| | | | | in over 225 | +| | | | | countries. | +| | | | | Qualifying | +| | | | | Questions | | +| | | | | Procedures | | +| | | | | Set | +| | | | | Expectations | | +| | | | | FAQ Feature | +| | | | | Details MRC - | +| | | | | $15/mo. per | +| | | | | line SOC - | +| | | | | ILDBWCADV | +| | | | | Unlimited | +| | | | | calling* from | +| | | | | the U.S. to | +| | | | | over 80 | +| | | | | countries | +| | | | | (rated at | +| | | | | $0/minute). | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | additional | +| | | | | countries. For | +| | | | | details on | +| | | | | available | +| | | | | countries and | +| | | | | rates, visit ht | +| | | | | tp://att.com/in | +| | | | | ternationalcall | +| | | | | ing. (at the | +| | | | | "See eligible | +| | | | | countries and | +| | | | | rates" link) | +| | | | | Incompatible | +| | | | | with: | +| | | | | ICR – Call | +| | | | | restriction SOC | +| | | | | ICR1– Call | +| | | | | restriction SOC | +| | | | | ICR2– Call | +| | | | | restriction SOC | +| | | | | ILDWCADV – AT&T | +| | | | | International | +| | | | | Calling ILNYDR | +| | | | | – AT&T | +| | | | | Dominican | +| | | | | Republic | +| | | | | ZZNOILD – ILD | +| | | | | restriction SOC | +| | | | | ZZNOILD2 – ILD | +| | | | | restriction SOC | +| | | | | (formerly | +| | | | | ZZNOILD) | +| | | | | *Unlimited | +| | | | | calling | +| | | | | requires a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | unlimited | +| | | | | domestic | +| | | | | calling. If the | +| | | | | customer has a | +| | | | | domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. For | +| | | | | more | +| | | | | information on | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling, click | +| | | | | here. | +| | | | | Qualifying | +| | | | | Questions How | +| | | | | often do you | +| | | | | call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | Which countries | +| | | | | do you call? | +| | | | | How many of | +| | | | | your vendors, | +| | | | | customers or | +| | | | | colleagues live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your business | +| | | | | frequently | +| | | | | require you to | +| | | | | call another | +| | | | | country? | +| | | | | Procedures | +| | | | | Check | +| | | | | eligibility | +| | | | | (see ILD | +| | | | | Dialing | +| | | | | Eligibility in | +| | | | | Related Links). | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Provision the | +| | | | | feature in | +| | | | | OPUS. Set | +| | | | | Expectations | +| | | | | Explain what's | +| | | | | included or | +| | | | | covered. | +| | | | | Effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Explain | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. If | +| | | | | the customer | +| | | | | has a domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. | +| | | | | Source: | +| | | | | Content: If the | +| | | | | customer has | +| | | | | the appropriate | +| | | | | feature for | +| | | | | International | +| | | | | LD Dialing, are | +| | | | | no restrictions | +| | | | | in TORCH, and | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing see | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS and review | +| | | | | subtopics such | +| | | | | as Country | +| | | | | Codes and | +| | | | | Dialing Interna | +| | | | | tionally.  If | +| | | | | you have | +| | | | | exhausted all | +| | | | | troubleshooting | +| | | | | steps and the | +| | | | | customer is | +| | | | | still unable to | +| | | | | dial long | +| | | | | distance intern | +| | | | | ationally, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS If the | +| | | | | customer has | +| | | | | OfficeDirect | +| | | | | and cannot dial | +| | | | | long distance i | +| | | | | nternationally, | +| | | | | transfer the | +| | | | | caller to BM | +| | | | | IoT. Back to | +| | | | | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: | +| | | | | 2 BCSS | +| | | | | representatives | +| | | | | are required to | +| | | | | fully discuss | +| | | | | and provision | +| | | | | all | +| | | | | international | +| | | | | features and | +| | | | | rate plan adds | +| | | | | and changes. | +| | | | | Voice: | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired).  | +| | | | | Messaging: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages.  | +| | | | | Only offer | +| | | | | currently | +| | | | | available | +| | | | | features.  | +| | | | | 3 Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See  | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T Wo | +| | | | | rld: www.att.co | +| | | | | m/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Long Distance | +| | | | | Review the | +| | | | | Country Code | +| | | | | and the correct | +| | | | | dialing | +| | | | | patterns for | +| | | | | the countries | +| | | | | the customer is | +| | | | | calling. | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | From the U.S. - | +| | | | | International | +| | | | | LD Messaging | +| | | | | feature | +| | | | | Sending - | +| | | | | International | +| | | | | text messages | +| | | | | sent from the | +| | | | | U.S. do not | +| | | | | draw from a | +| | | | | customer's | +| | | | | domestic | +| | | | | messaging plan: | +| | | | | After included | +| | | | | international | +| | | | | messages are | +| | | | | exceeded, | +| | | | | billing is as | +| | | | | follows: | +| | | | | Text - $0.25 | +| | | | | per message  | +| | | | | Picture/Video - | +| | | | | $0.50  | +| | | | | Receiving - | +| | | | | Messages | +| | | | | received from | +| | | | | an | +| | | | | international | +| | | | | number are | +| | | | | billed at the | +| | | | | domestic PPU | +| | | | | rate or | +| | | | | deducted from | +| | | | | the domestic | +| | | | | messaging | +| | | | | package.  | +| | | | | 4 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see OPUS Hub | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international  | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if the | +| | | | | feature was | +| | | | | provisioned | +| | | | | correctly: | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | feature: ◦In | +| | | | | the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - Class | +| | | | | of Service | +| | | | | Restrictions | +| | | | | section: | +| | | | | Outbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Inbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Clarify and | +| | | | | confirm that | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing and | +| | | | | not with | +| | | | | domestic | +| | | | | dialing.  | +| | | | | Source: | +| | | | | Content: . | +| | | | | Refer them to | +| | | | | their sales | +| | | | | account manager | +| | | | | for further | +| | | | | assistance. | +| | | | | BMC specialists | +| | | | | are required to | +| | | | | assist with | +| | | | | questions on | +| | | | | International | +| | | | | Device | +| | | | | Frequency, | +| | | | | Compatibility, | +| | | | | and Coverage. | +| | | | | Refer to the | +| | | | | Wireless Travel | +| | | | | Guide to find: | +| | | | | A list of | +| | | | | countries and | +| | | | | offers | +| | | | | Available | +| | | | | services and | +| | | | | technology | +| | | | | Information on | +| | | | | HD Voice | +| | | | | Information on | +| | | | | domestic rate | +| | | | | plan coverage | +| | | | | Back to Top | +| | | | | Additional | +| | | | | Resources Bill | +| | | | | Inquiry | +| | | | | International | +| | | | | Roaming Bill | +| | | | | Inquiry - BCSS | +| | | | | Customer | +| | | | | Notifications | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Data Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Text Usage | +| | | | | Customer | +| | | | | Notifications | +| | | | | for Voice Usage | +| | | | | Device How | +| | | | | to Use Your | +| | | | | Phone Outside | +| | | | | of the U.S. - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | Cruise One-Time | +| | | | | Charge (OTC) | +| | | | | Packages AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS Expired | +| | | | | International | +| | | | | Roaming Offers | +| | | | | CRU can still | +| | | | | add in business | +| | | | | channels only.  | +| | | | | For more see | +| | | | | World Traveler | +| | | | | Per Minute | +| | | | | Rate. Gulf | +| | | | | of Mexico | +| | | | | Roaming | +| | | | | International | +| | | | | Day Pass | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide AT&T | +| | | | | Coverage Viewer | +| | | | | Enter the | +| | | | | destination | +| | | | | address, ZIP | +| | | | | code, country, | +| | | | | or landmark in | +| | | | | the search | +| | | | | field.  Select | +| | | | | Wireless | +| | | | | Coverage Type > | +| | | | | International | +| | | | | >Voice, Data, | +| | | | | or Discount | +| | | | | Data > | +| | | | |  Search.  | +| | | | | Google Map | +| | | | | International | +| | | | | Services FAQ | +| | | | | PPU - | +| | | | | International | +| | | | | Data PPU | +| | | | | rates apply | +| | | | | when the | +| | | | | customer does | +| | | | | not have an OTC | +| | | | | or MRC Passport | +| | | | | package and | +| | | | | also apply when | +| | | | | outside the | +| | | | | countries that | +| | | | | the packages | +| | | | | cover. For a | +| | | | | list of | +| | | | | countries | +| | | | | covered by | +| | | | | these Passport | +| | | | | packages, see a | +| | | | | tt.com/globalco | +| | | | | untries. PPU | +| | | | | data rate in | +| | | | | all countries | +| | | | | (including | +| | | | | Canada) is | +| | | | | $0.002/KB | +| | | | | ($2.05/MB). | +| | | | | PPU data rate | +| | | | | for airlines is | +| | | | | $0.01/KB | +| | | | | ($10.24/MB). | +| | | | | PPU data rate | +| | | | | for cruise | +| | | | | ships is | +| | | | | $0.006/KB | +| | | | | ($6.14/MB). | +| | | | | PPU - | +| | | | | International | +| | | | | Talk & Text  | +| | | | | PPU Rates | +| | | | | Talk  Per | +| | | | | Minute Rate | +| | | | | Text Rate | +| | | | | Canada/Mexico | +| | | | | $1/minute | +| | | | | SMS sent - | +| | | | | $0.50  MMS | +| | | | | sent - $1.30  | +| | | | | SMS/MMS | +| | | | | received while | +| | | | | roaming is | +| | | | | charged at | +| | | | | domestic rates. | +| | | | | Europe | +| | | | | $2/minute | +| | | | | Rest of World | +| | | | | $3/minute | +| | | | | Airlines & | +| | | | | Cruise Ships | +| | | | | $3/minute Back | +| | | | | to Top Source: | ++----+--------------+----------------+----------------+-------------------+ +| 98 | [] | What happens | If a | Content: If the | +| | | if a | customer | customer has | +| | | customer | wants to | the appropriate | +| | | wants to | remove the | feature for | +| | | remove the | AT&T Interna | International | +| | | AT&T Interna | tional | LD Dialing, are | +| | | tional | Calling | no restrictions | +| | | Calling | feature from | in TORCH, and | +| | | feature from | their | the issue is | +| | | their | account | only with | +| | | account | before their | International | +| | | before their | monthly bill | LD Dialing see | +| | | monthly bill | cycle ends, | International | +| | | cycle ends? | they can do | Dialing | +| | | | so. They | Instructions - | +| | | | should be | BCSS and review | +| | | | informed | subtopics such | +| | | | that | as Country | +| | | | prorated | Codes and | +| | | | charges may | Dialing Interna | +| | | | appear on | tionally.  If | +| | | | their next | you have | +| | | | bill | exhausted all | +| | | | following | troubleshooting | +| | | | the feature | steps and the | +| | | | removal and | customer is | +| | | | any prorated | still unable to | +| | | | minutes or | dial long | +| | | | messages, if | distance intern | +| | | | applicable, | ationally, | +| | | | will also be | transfer the | +| | | | charged. Add | customer to | +| | | | itionally, | BMTS If the | +| | | | they should | customer has | +| | | | be advised | OfficeDirect | +| | | | that dialing | and cannot dial | +| | | | to a country | long distance i | +| | | | within the | nternationally, | +| | | | North | transfer the | +| | | | American | caller to BM | +| | | | Numbering | IoT. Back to | +| | | | plan does | Top Additional | +| | | | not require | Resources | +| | | | an ILD | Device | +| | | | feature on | International | +| | | | their mobile | Dialing | +| | | | number and | Instructions - | +| | | | they still | BCSS Using a | +| | | | have the | Calling Card | +| | | | ability to | with Wireless | +| | | | dial to | Service - BCSS | +| | | | these | Features, | +| | | | countries. | Rates, Plans, | +| | | | (Source: | and Expired | +| | | | AT&T | Features | +| | | | website) | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: What's | +| | | | | New:In December | +| | | | | 2022 AT&T began | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | email of | +| | | | | upcoming | +| | | | | updates | +| | | | | effective | +| | | | | February 1st, | +| | | | | 2023.  Updates: | +| | | | | Per-minute | +| | | | | rates for calls | +| | | | | to over 70 | +| | | | | countries will | +| | | | | decrease. Per- | +| | | | | minute rate for | +| | | | | calls to | +| | | | | Nigeria will | +| | | | | increase to | +| | | | | $0.25/min. | +| | | | | Monthly | +| | | | | recurring | +| | | | | charge for the | +| | | | | feature will | +| | | | | increase from | +| | | | | $7.50/mo. to | +| | | | | $15/mo. per | +| | | | | line. In | +| | | | | addition, | +| | | | | starting | +| | | | | January 1, | +| | | | | 2023, AT&T is | +| | | | | notifying | +| | | | | Business | +| | | | | International | +| | | | | Calling feature | +| | | | | customers by | +| | | | | Bill Message:Im | +| | | | | portant notice | +| | | | | about AT&T | +| | | | | Business | +| | | | | International | +| | | | | CallingStarting | +| | | | | in February | +| | | | | 2023, AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling per- | +| | | | | minute rates | +| | | | | will decrease | +| | | | | for calls to | +| | | | | over 70 | +| | | | | countries and | +| | | | | increase to | +| | | | | $0.25/minute | +| | | | | for calls to | +| | | | | Nigeria. In | +| | | | | addition, the | +| | | | | monthly | +| | | | | recurring | +| | | | | charge will | +| | | | | increase to | +| | | | | $15/month per | +| | | | | line. You will | +| | | | | see these new | +| | | | | rates in 1-2 | +| | | | | bills. For | +| | | | | current feature | +| | | | | information, go | +| | | | | to att.com/bizi | +| | | | | ntlcalling. | +| | | | | Para obtener | +| | | | | mas información | +| | | | | en español | +| | | | | sobre este | +| | | | | aumento de | +| | | | | precio puede | +| | | | | comunicarse al | +| | | | | 1-800-331-0500. | +| | | | | To see the | +| | | | | current AT&T | +| | | | | Business | +| | | | | International | +| | | | | Calling rates | +| | | | | by country, go | +| | | | | to att.com/intl | +| | | | | calling (at the | +| | | | | “See eligible | +| | | | | countries and | +| | | | | rates” link.) | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling is an | +| | | | | international | +| | | | | long distance | +| | | | | calling package | +| | | | | that helps keep | +| | | | | a customer’s | +| | | | | employees | +| | | | | connected when | +| | | | | calling from | +| | | | | the U.S., | +| | | | | Puerto Rico and | +| | | | | the U.S. Virgin | +| | | | | Islands to | +| | | | | their | +| | | | | colleagues and | +| | | | | customers | +| | | | | located abroad | +| | | | | in over 225 | +| | | | | countries. | +| | | | | Qualifying | +| | | | | Questions | | +| | | | | Procedures | | +| | | | | Set | +| | | | | Expectations | | +| | | | | FAQ Feature | +| | | | | Details MRC - | +| | | | | $15/mo. per | +| | | | | line SOC - | +| | | | | ILDBWCADV | +| | | | | Unlimited | +| | | | | calling* from | +| | | | | the U.S. to | +| | | | | over 80 | +| | | | | countries | +| | | | | (rated at | +| | | | | $0/minute). | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | additional | +| | | | | countries. For | +| | | | | details on | +| | | | | available | +| | | | | countries and | +| | | | | rates, visit ht | +| | | | | tp://att.com/in | +| | | | | ternationalcall | +| | | | | ing. (at the | +| | | | | "See eligible | +| | | | | countries and | +| | | | | rates" link) | +| | | | | Incompatible | +| | | | | with: | +| | | | | ICR – Call | +| | | | | restriction SOC | +| | | | | ICR1– Call | +| | | | | restriction SOC | +| | | | | ICR2– Call | +| | | | | restriction SOC | +| | | | | ILDWCADV – AT&T | +| | | | | International | +| | | | | Calling ILNYDR | +| | | | | – AT&T | +| | | | | Dominican | +| | | | | Republic | +| | | | | ZZNOILD – ILD | +| | | | | restriction SOC | +| | | | | ZZNOILD2 – ILD | +| | | | | restriction SOC | +| | | | | (formerly | +| | | | | ZZNOILD) | +| | | | | *Unlimited | +| | | | | calling | +| | | | | requires a | +| | | | | domestic plan | +| | | | | that includes | +| | | | | unlimited | +| | | | | domestic | +| | | | | calling. If the | +| | | | | customer has a | +| | | | | domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. For | +| | | | | more | +| | | | | information on | +| | | | | AT&T Business | +| | | | | International | +| | | | | Calling, click | +| | | | | here. | +| | | | | Qualifying | +| | | | | Questions How | +| | | | | often do you | +| | | | | call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | Which countries | +| | | | | do you call? | +| | | | | How many of | +| | | | | your vendors, | +| | | | | customers or | +| | | | | colleagues live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your business | +| | | | | frequently | +| | | | | require you to | +| | | | | call another | +| | | | | country? | +| | | | | Procedures | +| | | | | Check | +| | | | | eligibility | +| | | | | (see ILD | +| | | | | Dialing | +| | | | | Eligibility in | +| | | | | Related Links). | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Provision the | +| | | | | feature in | +| | | | | OPUS. Set | +| | | | | Expectations | +| | | | | Explain what's | +| | | | | included or | +| | | | | covered. | +| | | | | Effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Explain | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. If | +| | | | | the customer | +| | | | | has a domestic | +| | | | | calling plan | +| | | | | with capped | +| | | | | minutes, all | +| | | | | international | +| | | | | long distance | +| | | | | calls with | +| | | | | Business | +| | | | | International | +| | | | | Calling count | +| | | | | against the | +| | | | | domestic plan’s | +| | | | | monthly | +| | | | | allowance and | +| | | | | may result in | +| | | | | overage | +| | | | | charges. | +| | | | | Source: | +| | | | | Content: | +| | | | | 2 BCSS | +| | | | | representatives | +| | | | | are required to | +| | | | | fully discuss | +| | | | | and provision | +| | | | | all | +| | | | | international | +| | | | | features and | +| | | | | rate plan adds | +| | | | | and changes. | +| | | | | Voice: | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired).  | +| | | | | Messaging: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages.  | +| | | | | Only offer | +| | | | | currently | +| | | | | available | +| | | | | features.  | +| | | | | 3 Set | +| | | | | Expectations | +| | | | | General | +| | | | | Expectations | +| | | | | One-Time Charge | +| | | | | (OTC) Passport  | +| | | | | OTC - Passport | +| | | | | package is an | +| | | | | OTC that | +| | | | | expires off the | +| | | | | service after | +| | | | | 30 days: If | +| | | | | the customer is | +| | | | | adding | +| | | | | consecutive | +| | | | | passports, set | +| | | | | appropriate | +| | | | | expiration date | +| | | | | expectations.  | +| | | | | Confirm | +| | | | | Effective date | +| | | | | and Expiration | +| | | | | date.  | +| | | | | Monthly | +| | | | | Recurring | +| | | | | Charge (MRC) | +| | | | | Review the | +| | | | | Effective date | +| | | | | (and Expiration | +| | | | | date, if | +| | | | | applicable): | +| | | | | If a 2-month | +| | | | | expiration date | +| | | | | has been set, | +| | | | | advise the | +| | | | | customer the | +| | | | | date on which | +| | | | | the feature | +| | | | | will | +| | | | | automatically | +| | | | | expire.  If no | +| | | | | expiration | +| | | | | date, set the | +| | | | | expectations | +| | | | | that package | +| | | | | bills monthly | +| | | | | until it is | +| | | | | removed.  | +| | | | | Two-month | +| | | | | minimum | +| | | | | requirement.  | +| | | | | Both OTC and | +| | | | | MRC Passport | +| | | | | The package MRC | +| | | | | appears as 2 | +| | | | | billed items on | +| | | | | the customer's | +| | | | | invoice (1 for | +| | | | | call/messaging | +| | | | | and the other | +| | | | | for data).  | +| | | | | Packages allow | +| | | | | discounted per | +| | | | | minute calling, | +| | | | | unlimited | +| | | | | messages sent, | +| | | | | and data | +| | | | | allowance while | +| | | | | traveling | +| | | | | outside the | +| | | | | U.S.  Per- | +| | | | | minute calling | +| | | | | rates apply to | +| | | | | incoming and | +| | | | | outgoing | +| | | | | calls.  | +| | | | | Messages | +| | | | | received are | +| | | | | billed at | +| | | | | domestic | +| | | | | messaging | +| | | | | rates.  | +| | | | | Packages allow | +| | | | | international | +| | | | | long distance | +| | | | | dialing at PPU | +| | | | | rates (from the | +| | | | | U.S. | +| | | | | overseas).  | +| | | | | Packages | +| | | | | include | +| | | | | unlimited Wi-Fi | +| | | | | on | +| | | | | participating | +| | | | | hotspots in | +| | | | | select | +| | | | | countries: | +| | | | | The AT&T Global | +| | | | | Wi-Fi App | +| | | | | retired on | +| | | | | April 1, 2018. | +| | | | | Customers are | +| | | | | no longer  able | +| | | | | to access | +| | | | | international | +| | | | | hotspots using | +| | | | | the Wi-Fi App. | +| | | | | However, they | +| | | | | may continue | +| | | | | accessing | +| | | | | international | +| | | | | hotspots | +| | | | | utilizing their | +| | | | | device's Wi-Fi | +| | | | | settings. The | +| | | | | customer must | +| | | | | have domestic | +| | | | | tethering (hots | +| | | | | pot)enabled on | +| | | | | their line of | +| | | | | service. Once | +| | | | | the customer | +| | | | | adds an | +| | | | | international | +| | | | | feature, they | +| | | | | will be able to | +| | | | | tether while | +| | | | | traveling | +| | | | | abroad: See  | +| | | | | att.com/intlwif | +| | | | | i.  | +| | | | | Provide the | +| | | | | link to AT&T Wo | +| | | | | rld: www.att.co | +| | | | | m/global. | +| | | | | Customers may | +| | | | | find all | +| | | | | details, | +| | | | | including | +| | | | | current | +| | | | | international | +| | | | | rates: | +| | | | | Select | +| | | | | International | +| | | | | Travel or Talk | +| | | | | and Text from | +| | | | | the U.S.  | +| | | | | Select FAQs.  | +| | | | | International | +| | | | | Long Distance | +| | | | | Review the | +| | | | | Country Code | +| | | | | and the correct | +| | | | | dialing | +| | | | | patterns for | +| | | | | the countries | +| | | | | the customer is | +| | | | | calling. | +| | | | | Messaging / | +| | | | | Data Rates | +| | | | | From the U.S. - | +| | | | | International | +| | | | | LD Messaging | +| | | | | feature | +| | | | | Sending - | +| | | | | International | +| | | | | text messages | +| | | | | sent from the | +| | | | | U.S. do not | +| | | | | draw from a | +| | | | | customer's | +| | | | | domestic | +| | | | | messaging plan: | +| | | | | After included | +| | | | | international | +| | | | | messages are | +| | | | | exceeded, | +| | | | | billing is as | +| | | | | follows: | +| | | | | Text - $0.25 | +| | | | | per message  | +| | | | | Picture/Video - | +| | | | | $0.50  | +| | | | | Receiving - | +| | | | | Messages | +| | | | | received from | +| | | | | an | +| | | | | international | +| | | | | number are | +| | | | | billed at the | +| | | | | domestic PPU | +| | | | | rate or | +| | | | | deducted from | +| | | | | the domestic | +| | | | | messaging | +| | | | | package.  | +| | | | | 4 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see OPUS Hub | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international  | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Back to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if the | +| | | | | feature was | +| | | | | provisioned | +| | | | | correctly: | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | feature: ◦In | +| | | | | the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - Class | +| | | | | of Service | +| | | | | Restrictions | +| | | | | section: | +| | | | | Outbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Inbound: No | +| | | | | Restrictions | +| | | | | (none)  | +| | | | | Clarify and | +| | | | | confirm that | +| | | | | the issue is | +| | | | | only with | +| | | | | International | +| | | | | LD Dialing and | +| | | | | not with | +| | | | | domestic | +| | | | | dialing.  | +| | | | | Source: | +| | | | | Content: | +| | | | | Eligibility | | +| | | | | Provisioning | | +| | | | | Troubleshooting | +| | | | | | Additional | +| | | | | Resources What | +| | | | | is | +| | | | | International | +| | | | | Long Distance | +| | | | | The customer is | +| | | | | in the U.S.  | +| | | | | They are using | +| | | | | the mobile | +| | | | | device to | +| | | | | call/send a | +| | | | | message to | +| | | | | someone in a | +| | | | | foreign | +| | | | | country. | +| | | | | Example: The | +| | | | | customer is in | +| | | | | Atlanta placing | +| | | | | a call or | +| | | | | sending a text | +| | | | | message to | +| | | | | Germany.  | +| | | | | Exception: | +| | | | | These countries | +| | | | | and territories | +| | | | | use the North | +| | | | | American Number | +| | | | | plan and the | +| | | | | ILD feature is | +| | | | | not needed to | +| | | | | call: | +| | | | | American | +| | | | | Samoa,* | +| | | | | Anguilla, | +| | | | | Antigua, | +| | | | | Barbuda, | +| | | | | Bahamas, | +| | | | | Barbados, | +| | | | | Bermuda, | +| | | | | British | +| | | | | Dominican | +| | | | | Republic, | +| | | | | Canada, | +| | | | | Grenada, | +| | | | | Jamaica, | +| | | | | Montserrat, St. | +| | | | | Lucia, St. | +| | | | | Kitts, Nevis, | +| | | | | St. Vincent, | +| | | | | the Grenadines, | +| | | | | Sint Maarten | +| | | | | (this is not | +| | | | | St. Martin), | +| | | | | Trinidad, | +| | | | | Tobago, Turks, | +| | | | | Caicos, and | +| | | | | U.S. | +| | | | | territories | +| | | | | (Guam, Northern | +| | | | | Mariana | +| | | | | Islands, Puerto | +| | | | | Rico, and the | +| | | | | USVI) | +| | | | | *Calls to | +| | | | | American Samoa | +| | | | | rate as an | +| | | | | international | +| | | | | toll call. | +| | | | | Recommend an | +| | | | | ILD feature for | +| | | | | customers | +| | | | | calling | +| | | | | American Samoa. | +| | | | | Back to Top | +| | | | | Eligibility | +| | | | | CRU (FAN/Non- | +| | | | | FAN) | +| | | | | Enterprise GBS | +| | | | | - All | +| | | | | international | +| | | | | services are | +| | | | | available to | +| | | | | Enterprise | +| | | | | customers | +| | | | | (TLG/NBI - | +| | | | | credit class A, | +| | | | | J, M) at time | +| | | | | of activation.  | +| | | | | For all other | +| | | | | CRU customers, | +| | | | | eligibility | +| | | | | rules are as | +| | | | | follows:  | +| | | | | Any | +| | | | | international | +| | | | | long distance | +| | | | | service is | +| | | | | available at | +| | | | | activation to | +| | | | | customers in | +| | | | | AT&T Retail | +| | | | | with qualifying | +| | | | | credit | +| | | | | classes.  | +| | | | | Otherwise, 3 | +| | | | | months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN with good | +| | | | | payment history | +| | | | | and no current | +| | | | | fraud hotline | +| | | | | is required.  | +| | | | | SIG | +| | | | | BMC/BME: | +| | | | | Transfer all | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | requests to | +| | | | | provision | +| | | | | international | +| | | | | features to | +| | | | | Consumer | +| | | | | Customer | +| | | | | Service.  | +| | | | | Others: Check | +| | | | | Eligibility  | +| | | | | Three months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN  A good | +| | | | | payment | +| | | | | history  No | +| | | | | current fraud | +| | | | | hotline  | +| | | | | Exception: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | packages do not | +| | | | | require an | +| | | | | eligibility | +| | | | | check, | +| | | | | provision.  | +| | | | | The billing | +| | | | | system | +| | | | | automatically | +| | | | | checks the | +| | | | | above | +| | | | | eligibility | +| | | | | rules upon | +| | | | | provisioning. | +| | | | |  See | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | Eligibility  | +| | | | | Back to Top | +| | | | | Provisioning | +| | | | | International | +| | | | | Feature Already | +| | | | | Provisioned | +| | | | | Assist the | +| | | | | customer with | +| | | | | their request. | +| | | | | Verify Feature | +| | | | | is Provisioned | +| | | | | Verify the | +| | | | | feature is in | +| | | | | the billing | +| | | | | system | +| | | | | (Telegence). | +| | | | | Verify the | +| | | | | information in | +| | | | | TORCH matches | +| | | | | the feature in | +| | | | | the billing | +| | | | | system. | +| | | | | If Then | +| | | | | Not Provisioned | +| | | | | Correctly | +| | | | | Follow Check | +| | | | | International | +| | | | | Features | +| | | | | Provisioning - | +| | | | | TORCH | +| | | | | Provisioned | +| | | | | Correctly | +| | | | | Review the | +| | | | | feature | +| | | | | expectations | +| | | | | with the | +| | | | | customer | +| | | | | in step 3  of | +| | | | | the No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | section. | +| | | | | Add / Change | +| | | | | Feature Follow | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | steps. | +| | | | | Remove Feature | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know | +| | | | | Inform the | +| | | | | customer they | +| | | | | can add and | +| | | | | remove | +| | | | | International | +| | | | | Voice and Data | +| | | | | features: | +| | | | | CRU customers: | +| | | | | Use Premier. | +| | | | | If the feature | +| | | | | is removed or | +| | | | | set to be | +| | | | | removed on a | +| | | | | future date:  | +| | | | | Explain how the | +| | | | | prorated | +| | | | | charges will | +| | | | | appear on the | +| | | | | customer's next | +| | | | | bill following | +| | | | | the feature | +| | | | | removal.  | +| | | | | Explain any | +| | | | | prorated | +| | | | | minutes or | +| | | | | messages, if | +| | | | | applicable.  | +| | | | | Advise the | +| | | | | customer that | +| | | | | dialing to a | +| | | | | country within | +| | | | | the North | +| | | | | American | +| | | | | Numbering plan | +| | | | | does not | +| | | | | require an ILD | +| | | | | feature on the | +| | | | | customer's | +| | | | | mobile number | +| | | | | and they still | +| | | | | have the | +| | | | | ability to dial | +| | | | | to these | +| | | | | countries: | +| | | | | Refer to Intern | +| | | | | ational Long | +| | | | | Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired). | +| | | | | Charges may | +| | | | | take up to 60 | +| | | | | days for | +| | | | | minutes (or | +| | | | | charges) used | +| | | | | outside their | +| | | | | home area to | +| | | | | appear on their | +| | | | | bill. | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | 1 Confirm the | +| | | | | customer's | +| | | | | eligibility. | +| | | | | If not | +| | | | | eligible, and | +| | | | | requesting an | +| | | | | exception, foll | +| | | | | ow Internationa | +| | | | | l Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS. | +| | | | | Per the | +| | | | | exception | +| | | | | process for CRU | +| | | | | customers, | +| | | | | review features | +| | | | | and | +| | | | | expectations | +| | | | | before | +| | | | | requesting an | +| | | | | international | +| | | | | feature. | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Do | Feature | +| | | | | Codes | Selling | +| | | | | Tips | FAQ ¶ ¶ | +| | | | | ¶ AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (formerly known | +| | | | | as World | +| | | | | Connect | +| | | | | Advantage)¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling is a | +| | | | | feature that | +| | | | | can be added to | +| | | | | a postpaid rate | +| | | | | plan. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Unlimited | +| | | | | calling to | +| | | | | Canada and | +| | | | | Mexico (rated | +| | | | | at $0/minute) | +| | | | | Unlimited | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 85 | +| | | | | countries. | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.See | +| | | | | Retired AT&T | +| | | | | World Connect | +| | | | | Value Rates for | +| | | | | additional | +| | | | | support.¶ $15 | +| | | | | per month, per | +| | | | | line. Feature | +| | | | | Code ILDWCADV¶ | +| | | | | See feature | +| | | | | codes for a | +| | | | | list on | +| | | | | incompatible | +| | | | | features.¶ If | +| | | | | a customer's | +| | | | | rate plan | +| | | | | doesn't include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/min) | +| | | | | apply to | +| | | | | international | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance. ¶ ¶ | +| | | | | ¶ World | +| | | | | Connect Value | +| | | | | (retired)¶ | +| | | | | Visit retired | +| | | | | rates for | +| | | | | additional | +| | | | | support.World | +| | | | | Connect Value | +| | | | | (retired) is an | +| | | | | ILD MRC | +| | | | | providing | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to 225 | +| | | | | countries. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Calling from | +| | | | | the U.S. to | +| | | | | Mexico and U.S. | +| | | | | to Canada is $0 | +| | | | | per minute. | +| | | | | Discounted | +| | | | | rates to both | +| | | | | wired and | +| | | | | wireless | +| | | | | numbers in over | +| | | | | 225 countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.¶ | +| | | | | $5 per month, | +| | | | | per line. | +| | | | | Feature Code: | +| | | | | ILWCV2 If the | +| | | | | customer's rate | +| | | | | plan doesn't | +| | | | | include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/minute) | +| | | | | apply to ILD | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance.¶ ¶ | +| | | | | Access to links | +| | | | | on this page is | +| | | | | restricted | +| | | | | based on your | +| | | | | profile.¶ ¶ ¶ | +| | | | | What I Need to | +| | | | | Know ¶ Check | +| | | | | eligibility, | +| | | | | using ILD | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Tell the | +| | | | | customer what | +| | | | | is included or | +| | | | | covered. | +| | | | | Provide the | +| | | | | effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Advise | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. ¶ ¶ | +| | | | | ¶ Feature ¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (ILDWCADV) and | +| | | | | SOC is | +| | | | | incompatible | +| | | | | with:¶ ¶ | +| | | | | World Connect | +| | | | | (ILWC) AT&T | +| | | | | Latin America | +| | | | | Talk and Text | +| | | | | (ILDLATT) AT&T | +| | | | | Latin America | +| | | | | Calling | +| | | | | (ILDLATWHP) | +| | | | | AT&T Dominican | +| | | | | Republic | +| | | | | (ILNYDR) AT&T | +| | | | | Caribbean | +| | | | | Calling (ILCC) | +| | | | | AT&T World | +| | | | | Connect for | +| | | | | Agent Sales | +| | | | | (ILWA) AT&T | +| | | | | World Connect | +| | | | | Value East Asia | +| | | | | and India | +| | | | | (ILWCA) The | +| | | | | SOC is also | +| | | | | incompatible | +| | | | | with the | +| | | | | following call | +| | | | | restriction | +| | | | | codes:¶ ¶ ICR | +| | | | | ICR1 ICR2 | +| | | | | ZZNOILD2 | +| | | | | (formerly | +| | | | | ZZNOILD) ¶ ¶ | +| | | | | ¶ Selling | +| | | | | Tips ¶ | +| | | | | Qualifying | +| | | | | Questions¶ ¶ | +| | | | | How often do | +| | | | | you call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | which | +| | | | | countries? How | +| | | | | many family | +| | | | | members or | +| | | | | friends live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your company's | +| | | | | business | +| | | | | require you | +| | | | | often call | +| | | | | another | +| | | | | country? ¶ ¶ | +| | | | | Source: | ++----+--------------+----------------+----------------+-------------------+ +| 99 | [] | what is not | AT&T Interna | Content: If the | +| | | compatible | tional | customer has | +| | | with interna | Calling | the appropriate | +| | | tional | (ILDWCADV) | feature for | +| | | calling? | and SOC is | International | +| | | | incompatible | LD Dialing, are | +| | | | with World | no restrictions | +| | | | Connect | in TORCH, and | +| | | | (ILWC), AT&T | the issue is | +| | | | Latin | only with | +| | | | America Talk | International | +| | | | and Text | LD Dialing see | +| | | | (ILDLATT), | International | +| | | | AT&T Latin | Dialing | +| | | | America | Instructions - | +| | | | Calling | BCSS and review | +| | | | (ILDLATWHP), | subtopics such | +| | | | AT&T | as Country | +| | | | Dominican | Codes and | +| | | | Republic | Dialing Interna | +| | | | (ILNYDR), | tionally.  If | +| | | | AT&T | you have | +| | | | Caribbean | exhausted all | +| | | | Calling | troubleshooting | +| | | | (ILCC), and | steps and the | +| | | | AT&T World | customer is | +| | | | Connect for | still unable to | +| | | | Agent Sales | dial long | +| | | | (ILWA). The | distance intern | +| | | | SOC is also | ationally, | +| | | | incompatible | transfer the | +| | | | with the | customer to | +| | | | following | BMTS If the | +| | | | call | customer has | +| | | | restriction | OfficeDirect | +| | | | codes: ICR, | and cannot dial | +| | | | ICR1, ICR2, | long distance i | +| | | | and ZZNOILD2 | nternationally, | +| | | | (formerly | transfer the | +| | | | ZZNOILD). | caller to BM | +| | | | (Source: | IoT. Back to | +| | | | content) | Top Additional | +| | | | | Resources | +| | | | | Device | +| | | | | International | +| | | | | Dialing | +| | | | | Instructions - | +| | | | | BCSS Using a | +| | | | | Calling Card | +| | | | | with Wireless | +| | | | | Service - BCSS | +| | | | | Features, | +| | | | | Rates, Plans, | +| | | | | and Expired | +| | | | | Features | +| | | | | AT&T Canada and | +| | | | | Mexico Voice | +| | | | | and Text Only | +| | | | | Plans AT&T | +| | | | | International | +| | | | | Calling AT&T | +| | | | | Roam | +| | | | | Mexico/Roam | +| | | | | Mexico Data - | +| | | | | BCSS | +| | | | | International | +| | | | | Long Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired) | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | Packages | +| | | | | International | +| | | | | Call Restrict | +| | | | | International | +| | | | | Dialing, | +| | | | | Roaming | +| | | | | Restrictions, | +| | | | | and Data Roam | +| | | | | Controls | +| | | | | Maps | +| | | | | Wireless Travel | +| | | | | Guide | +| | | | | Mobile | +| | | | | Termination | +| | | | | Rates Some | +| | | | | foreign | +| | | | | carriers charge | +| | | | | AT&T Mobility a | +| | | | | mobile | +| | | | | termination | +| | | | | charge for | +| | | | | calls that | +| | | | | terminate on | +| | | | | mobile | +| | | | | phones/devices, | +| | | | | or for | +| | | | | specialized | +| | | | | services (such | +| | | | | as Premium | +| | | | | Rated Services) | +| | | | | in those | +| | | | | countries. In | +| | | | | countries where | +| | | | | this occurs, | +| | | | | this charge is | +| | | | | passed onto | +| | | | | customers, | +| | | | | creating: | +| | | | | One rate for | +| | | | | calls placed to | +| | | | | wired phones in | +| | | | | that country A | +| | | | | separate rate | +| | | | | (inclusive of | +| | | | | the surcharge) | +| | | | | for calls | +| | | | | placed to | +| | | | | mobile phones | +| | | | | or for | +| | | | | specialized | +| | | | | services in | +| | | | | that country | +| | | | | Calling from | +| | | | | the U.S. to a | +| | | | | U.S. subscriber | +| | | | | roaming in | +| | | | | another country | +| | | | | does not incur | +| | | | | an ILD mobile | +| | | | | surcharge.  If | +| | | | | a customer | +| | | | | calls an | +| | | | | overseas wired | +| | | | | number and the | +| | | | | call is | +| | | | | forwarded to a | +| | | | | mobile number | +| | | | | or specialized | +| | | | | service, then | +| | | | | the customer is | +| | | | | billed the | +| | | | | mobile | +| | | | | terminating | +| | | | | rate. Back to | +| | | | | Top Source: | +| | | | | Content: | +| | | | | Eligibility | | +| | | | | Provisioning | | +| | | | | Troubleshooting | +| | | | | | Additional | +| | | | | Resources What | +| | | | | is | +| | | | | International | +| | | | | Long Distance | +| | | | | The customer is | +| | | | | in the U.S.  | +| | | | | They are using | +| | | | | the mobile | +| | | | | device to | +| | | | | call/send a | +| | | | | message to | +| | | | | someone in a | +| | | | | foreign | +| | | | | country. | +| | | | | Example: The | +| | | | | customer is in | +| | | | | Atlanta placing | +| | | | | a call or | +| | | | | sending a text | +| | | | | message to | +| | | | | Germany.  | +| | | | | Exception: | +| | | | | These countries | +| | | | | and territories | +| | | | | use the North | +| | | | | American Number | +| | | | | plan and the | +| | | | | ILD feature is | +| | | | | not needed to | +| | | | | call: | +| | | | | American | +| | | | | Samoa,* | +| | | | | Anguilla, | +| | | | | Antigua, | +| | | | | Barbuda, | +| | | | | Bahamas, | +| | | | | Barbados, | +| | | | | Bermuda, | +| | | | | British | +| | | | | Dominican | +| | | | | Republic, | +| | | | | Canada, | +| | | | | Grenada, | +| | | | | Jamaica, | +| | | | | Montserrat, St. | +| | | | | Lucia, St. | +| | | | | Kitts, Nevis, | +| | | | | St. Vincent, | +| | | | | the Grenadines, | +| | | | | Sint Maarten | +| | | | | (this is not | +| | | | | St. Martin), | +| | | | | Trinidad, | +| | | | | Tobago, Turks, | +| | | | | Caicos, and | +| | | | | U.S. | +| | | | | territories | +| | | | | (Guam, Northern | +| | | | | Mariana | +| | | | | Islands, Puerto | +| | | | | Rico, and the | +| | | | | USVI) | +| | | | | *Calls to | +| | | | | American Samoa | +| | | | | rate as an | +| | | | | international | +| | | | | toll call. | +| | | | | Recommend an | +| | | | | ILD feature for | +| | | | | customers | +| | | | | calling | +| | | | | American Samoa. | +| | | | | Back to Top | +| | | | | Eligibility | +| | | | | CRU (FAN/Non- | +| | | | | FAN) | +| | | | | Enterprise GBS | +| | | | | - All | +| | | | | international | +| | | | | services are | +| | | | | available to | +| | | | | Enterprise | +| | | | | customers | +| | | | | (TLG/NBI - | +| | | | | credit class A, | +| | | | | J, M) at time | +| | | | | of activation.  | +| | | | | For all other | +| | | | | CRU customers, | +| | | | | eligibility | +| | | | | rules are as | +| | | | | follows:  | +| | | | | Any | +| | | | | international | +| | | | | long distance | +| | | | | service is | +| | | | | available at | +| | | | | activation to | +| | | | | customers in | +| | | | | AT&T Retail | +| | | | | with qualifying | +| | | | | credit | +| | | | | classes.  | +| | | | | Otherwise, 3 | +| | | | | months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN with good | +| | | | | payment history | +| | | | | and no current | +| | | | | fraud hotline | +| | | | | is required.  | +| | | | | SIG | +| | | | | BMC/BME: | +| | | | | Transfer all | +| | | | | AT&T Signature | +| | | | | Program | +| | | | | requests to | +| | | | | provision | +| | | | | international | +| | | | | features to | +| | | | | Consumer | +| | | | | Customer | +| | | | | Service.  | +| | | | | Others: Check | +| | | | | Eligibility  | +| | | | | Three months | +| | | | | continuous | +| | | | | service on the | +| | | | | CTN  A good | +| | | | | payment | +| | | | | history  No | +| | | | | current fraud | +| | | | | hotline  | +| | | | | Exception: | +| | | | | International | +| | | | | Long Distance | +| | | | | Messaging | +| | | | | packages do not | +| | | | | require an | +| | | | | eligibility | +| | | | | check, | +| | | | | provision.  | +| | | | | The billing | +| | | | | system | +| | | | | automatically | +| | | | | checks the | +| | | | | above | +| | | | | eligibility | +| | | | | rules upon | +| | | | | provisioning. | +| | | | |  See | +| | | | | International | +| | | | | Roaming and | +| | | | | International | +| | | | | Long-Distance | +| | | | | Dialing | +| | | | | Eligibility  | +| | | | | Back to Top | +| | | | | Provisioning | +| | | | | International | +| | | | | Feature Already | +| | | | | Provisioned | +| | | | | Assist the | +| | | | | customer with | +| | | | | their request. | +| | | | | Verify Feature | +| | | | | is Provisioned | +| | | | | Verify the | +| | | | | feature is in | +| | | | | the billing | +| | | | | system | +| | | | | (Telegence). | +| | | | | Verify the | +| | | | | information in | +| | | | | TORCH matches | +| | | | | the feature in | +| | | | | the billing | +| | | | | system. | +| | | | | If Then | +| | | | | Not Provisioned | +| | | | | Correctly | +| | | | | Follow Check | +| | | | | International | +| | | | | Features | +| | | | | Provisioning - | +| | | | | TORCH | +| | | | | Provisioned | +| | | | | Correctly | +| | | | | Review the | +| | | | | feature | +| | | | | expectations | +| | | | | with the | +| | | | | customer | +| | | | | in step 3  of | +| | | | | the No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | section. | +| | | | | Add / Change | +| | | | | Feature Follow | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | steps. | +| | | | | Remove Feature | +| | | | | What the | +| | | | | Customer Needs | +| | | | | to Know | +| | | | | Inform the | +| | | | | customer they | +| | | | | can add and | +| | | | | remove | +| | | | | International | +| | | | | Voice and Data | +| | | | | features: | +| | | | | CRU customers: | +| | | | | Use Premier. | +| | | | | If the feature | +| | | | | is removed or | +| | | | | set to be | +| | | | | removed on a | +| | | | | future date:  | +| | | | | Explain how the | +| | | | | prorated | +| | | | | charges will | +| | | | | appear on the | +| | | | | customer's next | +| | | | | bill following | +| | | | | the feature | +| | | | | removal.  | +| | | | | Explain any | +| | | | | prorated | +| | | | | minutes or | +| | | | | messages, if | +| | | | | applicable.  | +| | | | | Advise the | +| | | | | customer that | +| | | | | dialing to a | +| | | | | country within | +| | | | | the North | +| | | | | American | +| | | | | Numbering plan | +| | | | | does not | +| | | | | require an ILD | +| | | | | feature on the | +| | | | | customer's | +| | | | | mobile number | +| | | | | and they still | +| | | | | have the | +| | | | | ability to dial | +| | | | | to these | +| | | | | countries: | +| | | | | Refer to Intern | +| | | | | ational Long | +| | | | | Distance | +| | | | | Features, | +| | | | | Rates, and | +| | | | | Provisioning | +| | | | | Detail (Current | +| | | | | and Expired). | +| | | | | Charges may | +| | | | | take up to 60 | +| | | | | days for | +| | | | | minutes (or | +| | | | | charges) used | +| | | | | outside their | +| | | | | home area to | +| | | | | appear on their | +| | | | | bill. | +| | | | | No | +| | | | | International | +| | | | | Feature | +| | | | | Provisioned | +| | | | | 1 Confirm the | +| | | | | customer's | +| | | | | eligibility. | +| | | | | If not | +| | | | | eligible, and | +| | | | | requesting an | +| | | | | exception, foll | +| | | | | ow Internationa | +| | | | | l Feature | +| | | | | Eligibility | +| | | | | Exception | +| | | | | Process - BCSS. | +| | | | | Per the | +| | | | | exception | +| | | | | process for CRU | +| | | | | customers, | +| | | | | review features | +| | | | | and | +| | | | | expectations | +| | | | | before | +| | | | | requesting an | +| | | | | international | +| | | | | feature. | +| | | | | Source: | +| | | | | Content: iPhone | +| | | | | and most | +| | | | | BlackBerry | +| | | | | smartphones) | +| | | | | When using, you | +| | | | | are charged the | +| | | | | international | +| | | | | data rates.  | +| | | | | You need a | +| | | | | password to | +| | | | | retrieve your | +| | | | | voicemail when | +| | | | | roaming. | +| | | | | Exception: | +| | | | | Visual | +| | | | | Voicemail with | +| | | | | International | +| | | | | Data plan. If | +| | | | | needed, see | +| | | | | International | +| | | | | Roaming | +| | | | | Voicemail | +| | | | | Instructions | +| | | | | and Charge. | +| | | | | 5 Provision | +| | | | | the feature - | +| | | | | for additional | +| | | | | information, | +| | | | | see | +| | | | | Provisioning | +| | | | | International | +| | | | | Roaming | +| | | | | Features. | +| | | | | Confirm the | +| | | | | effective date. | +| | | | | Provision the | +| | | | | package.  | +| | | | | Provide a | +| | | | | package | +| | | | | overview to the | +| | | | | customer when | +| | | | | provisioning | +| | | | | international | +| | | | | roaming | +| | | | | features on a | +| | | | | customer’s | +| | | | | account | +| | | | | including but | +| | | | | not limited to: | +| | | | | Feature charge | +| | | | | and impacts | +| | | | | Effective dates | +| | | | | of the features | +| | | | | What is | +| | | | | included with | +| | | | | or covered by | +| | | | | the feature: | +| | | | | Per minute | +| | | | | calling rates, | +| | | | | data, and | +| | | | | messaging | +| | | | | allowances and | +| | | | | the cost for | +| | | | | overages. | +| | | | | Provisioning | +| | | | | international | +| | | | | roaming (IR) | +| | | | | features | +| | | | | (voice, | +| | | | | messaging, or | +| | | | | data) on a line | +| | | | | of service | +| | | | | enables | +| | | | | customers to | +| | | | | use voice, | +| | | | | messaging, and | +| | | | | data service, | +| | | | | depending on | +| | | | | their device, | +| | | | | while traveling | +| | | | | abroad. An IR | +| | | | | feature is | +| | | | | required on | +| | | | | each CTN that | +| | | | | plans to travel | +| | | | | internationally | +| | | | | or their | +| | | | | devices will | +| | | | | not work on the | +| | | | | cellular | +| | | | | network. Back | +| | | | | to Top | +| | | | | Troubleshooting | +| | | | | Check TORCH to | +| | | | | see if a | +| | | | | feature was | +| | | | | provisioned | +| | | | | properly for | +| | | | | the customer: | +| | | | | Follow the | +| | | | | TORCH | +| | | | | guidelines.  | +| | | | | Provision the | +| | | | | feature, if | +| | | | | needed. If this | +| | | | | does not | +| | | | | resolve the | +| | | | | issue, use | +| | | | | standard | +| | | | | troubleshooting | +| | | | | steps to | +| | | | | determine the | +| | | | | issue (for | +| | | | | example: check | +| | | | | if the device | +| | | | | is | +| | | | | international | +| | | | | capable). If | +| | | | | unable to | +| | | | | provision a | +| | | | | feature: | +| | | | | File an Unable | +| | | | | to Complete | +| | | | | Transaction | +| | | | | Clarify case. | +| | | | | See your | +| | | | | channel's | +| | | | | Clarify case | +| | | | | policy. If the | +| | | | | issue continue, | +| | | | | transfer the | +| | | | | call to BMTS. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | feature only, | +| | | | | in the Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice: | +| | | | | International | +| | | | | (INTL).  Data | +| | | | | Roaming | +| | | | | Profile: DREP | +| | | | | NATL or DREP | +| | | | | NATL NOCANMEX.  | +| | | | | Refer to | +| | | | | Roaming Profile | +| | | | | Field - TORCH. | +| | | | | International | +| | | | | Roaming Voice | +| | | | | and Data | +| | | | | feature, in the | +| | | | | Elements | +| | | | | Display Panel - | +| | | | | Sub/HLR - | +| | | | | Roaming Profile | +| | | | | section: | +| | | | | Voice Roaming | +| | | | | Profile: | +| | | | | DATA_INTL_PC100 | +| | | | | or | +| | | | | International. | +| | | | | Data Roaming | +| | | | | Profile: DREP_D | +| | | | | ATA_INTL_PC100 | +| | | | | or DREP INTL. | +| | | | | Refer to | +| | | | | Roaming | +| | | | |  Profile Field | +| | | | | - TORCH . BMTS | +| | | | | resolves | +| | | | | technical | +| | | | | issues for all | +| | | | | customer types | +| | | | | while roaming | +| | | | | overseas: | +| | | | | When a customer | +| | | | | is not properly | +| | | | | provisioned | +| | | | | when arriving | +| | | | | overseas, after | +| | | | | checking | +| | | | | eligibility and | +| | | | | authorization, | +| | | | | proceed to | +| | | | | provision the | +| | | | | international | +| | | | | feature.  | +| | | | | Check | +| | | | | provisioning as | +| | | | | stated above | +| | | | | and Test the | +| | | | | Resolution | +| | | | | (TTR): Only | +| | | | | if | +| | | | | unsuccessful, | +| | | | | transfer the | +| | | | | customer to | +| | | | | BMTS for a | +| | | | | resolution. | +| | | | | Suggested | +| | | | | Verbiage: | +| | | | | Mr./Ms. | +| | | | |  [Customer | +| | | | | Name], I just | +| | | | | added the | +| | | | | international | +| | | | | feature for | +| | | | | you. I am going | +| | | | | to partner you | +| | | | | with one of | +| | | | | AT&T's Advanced | +| | | | | Technical | +| | | | | Support | +| | | | | specialists who | +| | | | | will ensure you | +| | | | | will be able to | +| | | | | use your | +| | | | | service where | +| | | | | you are.  | +| | | | | Provide the | +| | | | | customer the | +| | | | | free number to | +| | | | | call from their | +| | | | | wireless phone | +| | | | | +1.314.925.6925 | +| | | | | .  If calling | +| | | | | from a wired | +| | | | | phone, a BMTS | +| | | | | specialist | +| | | | | calls back to | +| | | | | minimize the | +| | | | | cost to the | +| | | | | customer: In | +| | | | | most GSM | +| | | | | devices, the | +| | | | | (+) sign | +| | | | | appears by | +| | | | | pressing and | +| | | | | holding down | +| | | | | the 0 key. For | +| | | | | the BlackBerry, | +| | | | | use the SYM key | +| | | | | and the + | +| | | | | symbol.  | +| | | | | If the customer | +| | | | | is calling on | +| | | | | behalf of the | +| | | | | end-user | +| | | | | (device not in | +| | | | | hand): Ask | +| | | | | the caller if | +| | | | | the end-user | +| | | | | has an | +| | | | | alternate | +| | | | | number they can | +| | | | | be contacted | +| | | | | on.  If there | +| | | | | is no alternate | +| | | | | number, provide | +| | | | | the customer | +| | | | | with the number | +| | | | | to BMTS at+1.31 | +| | | | | 4.925.6925, so | +| | | | | they can advise | +| | | | | the end-user to | +| | | | | call when they | +| | | | | are available | +| | | | | to continue tro | +| | | | | ubleshooting. | +| | | | | Customers | +| | | | | should | +| | | | | indicate: | +| | | | | Location Issue | +| | | | | Wireless | +| | | | | number  | +| | | | | Callback number | +| | | | | C-Level | +| | | | | customers (High | +| | | | | Level | +| | | | | Enterprise | +| | | | | Executives): | +| | | | | A special team | +| | | | | in BMTS handles | +| | | | | for IR issues.  | +| | | | | If a customer | +| | | | | self-identifies | +| | | | | as a C-Level | +| | | | | customer and | +| | | | | they are having | +| | | | | IR issues, | +| | | | | bridge the call | +| | | | | to BMTS and | +| | | | | tell the | +| | | | | representative | +| | | | | you have a | +| | | | | C-Level | +| | | | | customer. If a | +| | | | | CRU end-user, | +| | | | | AOP, or TCM | +| | | | | requests you | +| | | | | contact another | +| | | | | AOP/TCM/end- | +| | | | | user traveling | +| | | | | overseas, | +| | | | | advise the | +| | | | | caller that we | +| | | | | do not have | +| | | | | overseas | +| | | | | dialing | +| | | | | permissions | +| | | | | Source: | +| | | | | Content: Jump | +| | | | | to: What I Need | +| | | | | to Do | Feature | +| | | | | Codes | Selling | +| | | | | Tips | FAQ ¶ ¶ | +| | | | | ¶ AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (formerly known | +| | | | | as World | +| | | | | Connect | +| | | | | Advantage)¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling is a | +| | | | | feature that | +| | | | | can be added to | +| | | | | a postpaid rate | +| | | | | plan. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Unlimited | +| | | | | calling to | +| | | | | Canada and | +| | | | | Mexico (rated | +| | | | | at $0/minute) | +| | | | | Unlimited | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 85 | +| | | | | countries. | +| | | | | Discounted | +| | | | | calling from | +| | | | | the U.S. to | +| | | | | over 140 | +| | | | | countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.See | +| | | | | Retired AT&T | +| | | | | World Connect | +| | | | | Value Rates for | +| | | | | additional | +| | | | | support.¶ $15 | +| | | | | per month, per | +| | | | | line. Feature | +| | | | | Code ILDWCADV¶ | +| | | | | See feature | +| | | | | codes for a | +| | | | | list on | +| | | | | incompatible | +| | | | | features.¶ If | +| | | | | a customer's | +| | | | | rate plan | +| | | | | doesn't include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/min) | +| | | | | apply to | +| | | | | international | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance. ¶ ¶ | +| | | | | ¶ World | +| | | | | Connect Value | +| | | | | (retired)¶ | +| | | | | Visit retired | +| | | | | rates for | +| | | | | additional | +| | | | | support.World | +| | | | | Connect Value | +| | | | | (retired) is an | +| | | | | ILD MRC | +| | | | | providing | +| | | | | discounted | +| | | | | calling from | +| | | | | the U.S. to 225 | +| | | | | countries. The | +| | | | | package | +| | | | | includes:¶ ¶ | +| | | | | Calling from | +| | | | | the U.S. to | +| | | | | Mexico and U.S. | +| | | | | to Canada is $0 | +| | | | | per minute. | +| | | | | Discounted | +| | | | | rates to both | +| | | | | wired and | +| | | | | wireless | +| | | | | numbers in over | +| | | | | 225 countries:¶ | +| | | | | For a complete | +| | | | | list of | +| | | | | countries, | +| | | | | visit att.com/i | +| | | | | ntlcalling.¶ | +| | | | | $5 per month, | +| | | | | per line. | +| | | | | Feature Code: | +| | | | | ILWCV2 If the | +| | | | | customer's rate | +| | | | | plan doesn't | +| | | | | include | +| | | | | unlimited talk, | +| | | | | overage charges | +| | | | | (up to | +| | | | | $0.45/minute) | +| | | | | apply to ILD | +| | | | | calls that | +| | | | | exceed the | +| | | | | plan's minute | +| | | | | allowance.¶ ¶ | +| | | | | Access to links | +| | | | | on this page is | +| | | | | restricted | +| | | | | based on your | +| | | | | profile.¶ ¶ ¶ | +| | | | | What I Need to | +| | | | | Know ¶ Check | +| | | | | eligibility, | +| | | | | using ILD | +| | | | | Dialing | +| | | | | Eligibility. | +| | | | | Feature can be | +| | | | | back dated to | +| | | | | the beginning | +| | | | | of the bill | +| | | | | cycle if the | +| | | | | customer has | +| | | | | unbilled usage. | +| | | | | Tell the | +| | | | | customer what | +| | | | | is included or | +| | | | | covered. | +| | | | | Provide the | +| | | | | effective dates | +| | | | | of the feature | +| | | | | and if | +| | | | | prorations | +| | | | | apply to the | +| | | | | bill. Advise | +| | | | | the amount of | +| | | | | the MRC and | +| | | | | that applicable | +| | | | | taxes and fees | +| | | | | apply to | +| | | | | charges. ¶ ¶ | +| | | | | ¶ Feature ¶ | +| | | | | AT&T | +| | | | | International | +| | | | | Calling | +| | | | | (ILDWCADV) and | +| | | | | SOC is | +| | | | | incompatible | +| | | | | with:¶ ¶ | +| | | | | World Connect | +| | | | | (ILWC) AT&T | +| | | | | Latin America | +| | | | | Talk and Text | +| | | | | (ILDLATT) AT&T | +| | | | | Latin America | +| | | | | Calling | +| | | | | (ILDLATWHP) | +| | | | | AT&T Dominican | +| | | | | Republic | +| | | | | (ILNYDR) AT&T | +| | | | | Caribbean | +| | | | | Calling (ILCC) | +| | | | | AT&T World | +| | | | | Connect for | +| | | | | Agent Sales | +| | | | | (ILWA) AT&T | +| | | | | World Connect | +| | | | | Value East Asia | +| | | | | and India | +| | | | | (ILWCA) The | +| | | | | SOC is also | +| | | | | incompatible | +| | | | | with the | +| | | | | following call | +| | | | | restriction | +| | | | | codes:¶ ¶ ICR | +| | | | | ICR1 ICR2 | +| | | | | ZZNOILD2 | +| | | | | (formerly | +| | | | | ZZNOILD) ¶ ¶ | +| | | | | ¶ Selling | +| | | | | Tips ¶ | +| | | | | Qualifying | +| | | | | Questions¶ ¶ | +| | | | | How often do | +| | | | | you call | +| | | | | internationally | +| | | | | from the U.S.? | +| | | | | which | +| | | | | countries? How | +| | | | | many family | +| | | | | members or | +| | | | | friends live | +| | | | | abroad? How do | +| | | | | you stay in | +| | | | | touch? Does | +| | | | | your company's | +| | | | | business | +| | | | | require you | +| | | | | often call | +| | | | | another | +| | | | | country? ¶ ¶ | +| | | | | Source: | +| | | | | Content: | +| | | | | P/IDPBM | +| | | | | countries to | +| | | | | the U.S. and | +| | | | | other IDP/IDPBM | +| | | | | countries. | +| | | | | Calls from | +| | | | | IDP/IDPBM | +| | | | | countries to | +| | | | | non-IDP/IDPBM | +| | | | | countries incur | +| | | | | ILD charges. | +| | | | | For IDP | +| | | | | customers on | +| | | | | non-unlimited | +| | | | | domestic plans, | +| | | | | minutes are | +| | | | | drawn from the | +| | | | | domestic voice | +| | | | | plan allowance | +| | | | | and overage | +| | | | | charges may | +| | | | | apply. Pay- | +| | | | | per-use rates | +| | | | | apply unless a | +| | | | | domestic plan | +| | | | | includes these | +| | | | | countries or an | +| | | | | ILD package is | +| | | | | added. For | +| | | | | details, see at | +| | | | | t.com/worldconn | +| | | | | ect. Available | +| | | | | on phones only. | +| | | | | Unlimited Text | +| | | | | to the World | +| | | | | Applies only to | +| | | | | AT&T Short | +| | | | | Messaging | +| | | | | Service (SMS) | +| | | | | and Multimedia | +| | | | | Messaging | +| | | | | Service (MMS) | +| | | | | and not to | +| | | | | other messaging | +| | | | | services or | +| | | | | applications | +| | | | | like iMessage. | +| | | | | For IDP | +| | | | | customers on | +| | | | | non-unlimited | +| | | | | domestic plans, | +| | | | | messages are | +| | | | | drawn from the | +| | | | | domestic plan's | +| | | | | messaging | +| | | | | allowance and | +| | | | | overage charges | +| | | | | may apply. | +| | | | | Available on | +| | | | | phones only. | +| | | | | Eligibility | +| | | | | IDP and IDPBM | +| | | | | are available | +| | | | | only to | +| | | | | Business and | +| | | | | Government | +| | | | | customers and | +| | | | | only for | +| | | | | Corporate | +| | | | | Responsibility | +| | | | | User (CRU) | +| | | | | lines of | +| | | | | service with a | +| | | | | compatible | +| | | | | device. | +| | | | | However: IDP | +| | | | | can be added to | +| | | | | a CRUs line on | +| | | | | a variety of | +| | | | | domestic | +| | | | | postpaid plans | +| | | | | including | +| | | | | Mobile Select – | +| | | | | Pooled, Mobile | +| | | | | Share Plus for | +| | | | | Business, | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | /Performance/St | +| | | | | arter/Web-Only, | +| | | | | and various | +| | | | | legacy plans. | +| | | | | IDPBM can only | +| | | | | be added to a | +| | | | | CRU line on a | +| | | | | Business | +| | | | | Unlimited Elite | +| | | | | or Business | +| | | | | Unlimited | +| | | | | Performance | +| | | | | plan. IDP and | +| | | | | IDPBM are not | +| | | | | compatible with | +| | | | | International | +| | | | | Call Restrict | +| | | | | (ZZNOILD2). | +| | | | | While ZZNOILD2 | +| | | | | is used to | +| | | | | restrict | +| | | | | international | +| | | | | long distance, | +| | | | | this same ILD | +| | | | | functionality | +| | | | | is needed to | +| | | | | connect voice | +| | | | | between | +| | | | | countries when | +| | | | | user is roaming | +| | | | | abroad. | +| | | | | Coverage Both | +| | | | | features | +| | | | | require one fee | +| | | | | per day per | +| | | | | device for use | +| | | | | in 210+ | +| | | | | countries. See | +| | | | | att.com/globalc | +| | | | | ountries. Only | +| | | | | 1 daily fee is | +| | | | | charged per | +| | | | | device, even | +| | | | | when the | +| | | | | customer | +| | | | | travels to | +| | | | | multiple | +| | | | | included | +| | | | | countries in | +| | | | | the same day. | +| | | | | IDP and IDPBM | +| | | | | do not include | +| | | | | usage on cruise | +| | | | | ships or airlin | +| | | | | es/flights that | +| | | | | are not AeroMob | +| | | | | ile® enabled. | +| | | | | Additional IDP | +| | | | | & IDPBM Offer | +| | | | | Details Adding | +| | | | | to a Device | +| | | | | Once a customer | +| | | | | adds this | +| | | | | option to a | +| | | | | qualifying CRU | +| | | | | device with a | +| | | | | qualifying rate | +| | | | | plan, IDP and | +| | | | | IDPBM stays on | +| | | | | the customer's | +| | | | | lines until | +| | | | | they remove it | +| | | | | online | +| | | | | (att.com/myatt | +| | | | | or att.com/prem | +| | | | | ier), by | +| | | | | calling | +| | | | | 800.331.0500, | +| | | | | or by | +| | | | | contacting | +| | | | | their AT&T | +| | | | | account | +| | | | | representative. | +| | | | | IDP and IDPBM | +| | | | | can be added on | +| | | | | smartphones, | +| | | | | feature phones, | +| | | | | tablets, MiFi, | +| | | | | and all other | +| | | | | device types | +| | | | | except the | +| | | | | following: | +| | | | | AT&T Wireless | +| | | | | Internet | +| | | | | Connected Cars | +| | | | | Digital cameras | +| | | | | E-readers SONY | +| | | | | Playstation | +| | | | | Tablets on | +| | | | | stand-alone LTE | +| | | | | tablet plans. | +| | | | | Wireless Home | +| | | | | Phone (WHP) | +| | | | | Any brand of | +| | | | | wearable | +| | | | | device. | +| | | | | Incidental Data | +| | | | | Usage Apps on | +| | | | | a device use | +| | | | | data even when | +| | | | | the customer | +| | | | | may not be | +| | | | | aware. Such | +| | | | | usage may | +| | | | | trigger up to | +| | | | | $10 daily fee. | +| | | | | To avoid | +| | | | | unintended use | +| | | | | of IDP or | +| | | | | IDPBM, | +| | | | | customers | +| | | | | should turn off | +| | | | | cellular data | +| | | | | roaming in | +| | | | | their device | +| | | | | settings. Pay- | +| | | | | Per-Use Rates | +| | | | | Apply when | +| | | | | traveling in | +| | | | | non-IDP/IDPBM | +| | | | | countries | +| | | | | and/or when no | +| | | | | package is | +| | | | | added. General | +| | | | | Subject to the | +| | | | | Business or | +| | | | | Government | +| | | | | customer's | +| | | | | applicable | +| | | | | wireless | +| | | | | service | +| | | | | agreement. | +| | | | | Availability, | +| | | | | quality of | +| | | | | coverage, and | +| | | | | services while | +| | | | | roaming are not | +| | | | | guaranteed. | +| | | | | Additional | +| | | | | restrictions | +| | | | | may apply. | +| | | | | Comparison | +| | | | | Chart / Rating | +| | | | | Priorities | +| | | | | Canada Roam | +| | | | | North America | +| | | | | and domestic | +| | | | | rate plans that | +| | | | | include Canada | +| | | | | take priority | +| | | | | over IDPIDP and | +| | | | | IDPBM. | +| | | | | Customers are | +| | | | | not charged a | +| | | | | daily fee while | +| | | | | in Canada. | +| | | | | Canada Roaming | +| | | | | Bonus Save | +| | | | | offer is not | +| | | | | compatible with | +| | | | | IDP. IDP/IDPBM | +| | | | | and AT&T | +| | | | | Passport/AT&T | +| | | | | Passport Pro | +| | | | | As of July 15, | +| | | | | 2020, IDP and | +| | | | | IDPBM has | +| | | | | expanded to | +| | | | | cover 210+ | +| | | | | countries, the | +| | | | | same countries | +| | | | | country | +| | | | | coverage as | +| | | | | AT&T Passport | +| | | | | and AT&T | +| | | | | Passport Pros. | +| | | | | From such date | +| | | | | forward, | +| | | | | customers are | +| | | | | no longer | +| | | | | allowed to have | +| | | | | both IDP or | +| | | | | IDPBM and AT&T | +| | | | | Passport or | +| | | | | AT&T Passport | +| | | | | Pro at the same | +| | | | | time. They must | +| | | | | choose one or | +| | | | | the other. | +| | | | | If a customer | +| | | | | prefers to pay | +| | | | | a daily fee to | +| | | | | use their phone | +| | | | | like they do at | +| | | | | home, they | +| | | | | should select | +| | | | | IDP or IDPBM. | +| | | | | If a customer | +| | | | | is taking a | +| | | | | longer trip, | +| | | | | can limit their | +| | | | | data usage, and | +| | | | | doesn't mind | +| | | | | paying a per | +| | | | | minute rate for | +| | | | | talk, they may | +| | | | | prefer to | +| | | | | select AT&T | +| | | | | Passports. If | +| | | | | they need more | +| | | | | data and/or a | +| | | | | bucket of | +| | | | | minutes Source: | ++----+--------------+----------------+----------------+-------------------+ diff --git a/prompt-flow-project/contoso-qna-chat/python_node_gd41.py b/prompt-flow-project/contoso-qna-chat/python_node_gd41.py new file mode 100644 index 0000000..47b9e0f --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/python_node_gd41.py @@ -0,0 +1,8 @@ +from promptflow import tool + +# The inputs section will change based on the arguments of the tool function, after you save the code +# Adding type to arguments and return value will help the system show the types properly +# Please update the function name/signature per need +@tool +def my_python_tool(input1: str) -> str: + return 'hello ' + input1 diff --git a/prompt-flow-project/contoso-qna-chat/requirements.txt b/prompt-flow-project/contoso-qna-chat/requirements.txt new file mode 100644 index 0000000..1b5f2eb --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/requirements.txt @@ -0,0 +1,8 @@ +cryptography==41.0.3 +promptflow==0.1.0b6 +promptflow-tools==0.1.0b6 +promptflow-vectordb +python-dotenv +langchain==0.0.149 +jinja2 +ragas \ No newline at end of file diff --git a/prompt-flow-project/contoso-qna-chat/run.yml b/prompt-flow-project/contoso-qna-chat/run.yml new file mode 100644 index 0000000..88f589f --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/run.yml @@ -0,0 +1,6 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Run.schema.json +flow: . +data: data.csv +column_mapping: + chat_history: [] + chat_input: ${data.question} \ No newline at end of file diff --git a/prompt-flow-project/contoso-qna-chat/run_evaluation_cosine.yml b/prompt-flow-project/contoso-qna-chat/run_evaluation_cosine.yml new file mode 100644 index 0000000..3334637 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/run_evaluation_cosine.yml @@ -0,0 +1,7 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Run.schema.json +flow: ../eval-flows/ada-similarity-eval +data: data.csv +run: myrun7 # replace with your run name +column_mapping: + groundtruth: ${data.bcss_answer} + prediction: ${run.outputs.answer} \ No newline at end of file diff --git a/prompt-flow-project/contoso-qna-chat/run_evaluation_groundedness.yml b/prompt-flow-project/contoso-qna-chat/run_evaluation_groundedness.yml new file mode 100644 index 0000000..1aef301 --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/run_evaluation_groundedness.yml @@ -0,0 +1,8 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Run.schema.json +flow: ../eval-flows/eval-groundedness +data: data.csv +run: myrun7 # replace with your run name +column_mapping: + question: ${data.question} + answer: ${run.outputs.answer} + context: ${run.outputs.context} \ No newline at end of file diff --git a/prompt-flow-project/contoso-qna-chat/run_evaluation_ragas.yml b/prompt-flow-project/contoso-qna-chat/run_evaluation_ragas.yml new file mode 100644 index 0000000..0ac286d --- /dev/null +++ b/prompt-flow-project/contoso-qna-chat/run_evaluation_ragas.yml @@ -0,0 +1,9 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Run.schema.json +flow: ../eval-flows/eval-ragas +data: data.csv +run: myrun7 # replace with your run name +column_mapping: + question: ${data.question} + answer: ${run.outputs.answer} + context: ${run.outputs.context} + ground_truth: ${data.bcss_answer} \ No newline at end of file diff --git a/prompt-flow-project/environment.yml b/prompt-flow-project/environment.yml new file mode 100644 index 0000000..87d00bf --- /dev/null +++ b/prompt-flow-project/environment.yml @@ -0,0 +1,6 @@ +name: prompt-flow-env +channels: + - defaults +dependencies: + - python=3.9 + - pip diff --git a/prompt-flow-project/eval-flows/ada-similarity-eval/.promptflow/flow.detail.json b/prompt-flow-project/eval-flows/ada-similarity-eval/.promptflow/flow.detail.json new file mode 100644 index 0000000..9e26dfe --- /dev/null +++ b/prompt-flow-project/eval-flows/ada-similarity-eval/.promptflow/flow.detail.json @@ -0,0 +1 @@ +{} \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/ada-similarity-eval/.promptflow/flow.layout.json b/prompt-flow-project/eval-flows/ada-similarity-eval/.promptflow/flow.layout.json new file mode 100644 index 0000000..92f315d --- /dev/null +++ b/prompt-flow-project/eval-flows/ada-similarity-eval/.promptflow/flow.layout.json @@ -0,0 +1,35 @@ +{ + "nodeLayouts": { + "inputs": { + "x": 187, + "y": 62, + "index": -1 + }, + "outputs": { + "x": 453.265625, + "y": 350.828125, + "index": -1 + }, + "cosine_similarity": { + "x": 94, + "y": 335.984375, + "index": 0 + }, + "calculate_accuracy": { + "x": 209.2578125, + "y": 460.1484375, + "index": 1 + }, + "embed_groundtruth": { + "x": 344.8046875, + "y": 179.578125, + "index": 2 + }, + "embed_prediction": { + "x": 106.734375, + "y": 179.9765625, + "index": 3 + } + }, + "orientation": "Vertical" +} \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/ada-similarity-eval/.promptflow/flow.tools.json b/prompt-flow-project/eval-flows/ada-similarity-eval/.promptflow/flow.tools.json new file mode 100644 index 0000000..97cff5a --- /dev/null +++ b/prompt-flow-project/eval-flows/ada-similarity-eval/.promptflow/flow.tools.json @@ -0,0 +1,90 @@ +{ + "package": { + "promptflow.tools.embedding.embedding": { + "name": "Embedding", + "description": "Use Open AI's embedding model to create an embedding vector representing the input text.", + "type": "python", + "module": "promptflow.tools.embedding", + "function": "embedding", + "inputs": { + "connection": { + "type": [ + "AzureOpenAIConnection", + "OpenAIConnection" + ] + }, + "deployment_name": { + "type": [ + "string" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "AzureOpenAIConnection" + ], + "capabilities": { + "completion": false, + "chat_completion": false, + "embeddings": true + }, + "model_list": [ + "text-embedding-ada-002", + "text-search-ada-doc-001", + "text-search-ada-query-001" + ] + }, + "model": { + "type": [ + "string" + ], + "enabled_by": "connection", + "enabled_by_type": [ + "OpenAIConnection" + ], + "enum": [ + "text-embedding-ada-002", + "text-search-ada-doc-001", + "text-search-ada-query-001" + ] + }, + "input": { + "type": [ + "string" + ] + } + }, + "package": "promptflow-tools", + "package_version": "0.1.0b3" + } + }, + "code": { + "calculate_accuracy.py": { + "type": "python", + "inputs": { + "grades": { + "type": [ + "object" + ] + } + }, + "source": "calculate_accuracy.py", + "function": "calculate_accuracy" + }, + "cosine_similarity.py": { + "type": "python", + "inputs": { + "groundtruth": { + "type": [ + "object" + ] + }, + "prediction": { + "type": [ + "object" + ] + } + }, + "source": "cosine_similarity.py", + "function": "cosine_similarity" + } + } +} \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/ada-similarity-eval/README.md b/prompt-flow-project/eval-flows/ada-similarity-eval/README.md new file mode 100644 index 0000000..eb05bc3 --- /dev/null +++ b/prompt-flow-project/eval-flows/ada-similarity-eval/README.md @@ -0,0 +1,38 @@ +# Classification Accuracy Evaluation + +This is a flow illustrating how to evaluate the performance of a classification system. It involves comparing each prediction to the groundtruth and assigns a "Correct" or "Incorrect" grade, and aggregating the results to produce metrics such as accuracy, which reflects how good the system is at classifying the data. + +Tools used in this flow： +- `python` tool + +## What you will learn + +In this flow, you will learn +- how to compose a point based evaluation flow, where you can calculate point-wise metrics. +- the way to log metrics. use `from promptflow import log_metric` + - see file [calculate_accuracy.py](calculate_accuracy.py) + +### 1. Test flow/node + +```bash +# test with default input value in flow.dag.yaml +pf flow test --flow . + +# test with flow inputs +pf flow test --flow . --inputs groundtruth=APP prediction=APP + +# test node with inputs +pf flow test --flow . --node grade --inputs groundtruth=groundtruth prediction=prediction +``` + +### 2. create flow run with multi line data +There are two ways to evaluate an classification flow. + +```bash +pf run create --flow . --data ./data.jsonl --stream +``` + +### 3. create run against other flow run + +Learn more in [web-classification](../../standard/web-classification/README.md) + diff --git a/prompt-flow-project/eval-flows/ada-similarity-eval/calculate_accuracy.py b/prompt-flow-project/eval-flows/ada-similarity-eval/calculate_accuracy.py new file mode 100644 index 0000000..4c81aea --- /dev/null +++ b/prompt-flow-project/eval-flows/ada-similarity-eval/calculate_accuracy.py @@ -0,0 +1,18 @@ +from typing import List + +from promptflow import log_metric, tool + +import numpy as np + +@tool +def calculate_accuracy(grades: List[float]): + mean = np.mean(grades) + standard = np.std(grades) + + # calculate confidence interval + confidence_interval = 1.96 * standard / np.sqrt(len(grades)) + + # calculate accuracy for each variant + log_metric("accuracy", f'{mean:.3f} ± {confidence_interval:.3f}') + + return confidence_interval diff --git a/prompt-flow-project/eval-flows/ada-similarity-eval/cosine_similarity.py b/prompt-flow-project/eval-flows/ada-similarity-eval/cosine_similarity.py new file mode 100644 index 0000000..f521511 --- /dev/null +++ b/prompt-flow-project/eval-flows/ada-similarity-eval/cosine_similarity.py @@ -0,0 +1,11 @@ +from promptflow import tool + +import numpy as np +from numpy.linalg import norm + + +@tool +def cosine_similarity(groundtruth: list[float], prediction: list[float]): + + cosine_similarity = np.dot(groundtruth, prediction) / (norm(groundtruth) * norm(prediction)) + return cosine_similarity diff --git a/prompt-flow-project/eval-flows/ada-similarity-eval/flow.dag.yaml b/prompt-flow-project/eval-flows/ada-similarity-eval/flow.dag.yaml new file mode 100644 index 0000000..b82ffd1 --- /dev/null +++ b/prompt-flow-project/eval-flows/ada-similarity-eval/flow.dag.yaml @@ -0,0 +1,50 @@ +inputs: + groundtruth: + type: string + description: Please specify the groundtruth column, which contains the true + label to the outputs that your flow produces. + default: APP + prediction: + type: string + description: Please specify the prediction column, which contains the predicted + outputs that your flow produces. + default: APP +outputs: + grade: + type: string + reference: ${cosine_similarity.output} +nodes: +- name: cosine_similarity + type: python + source: + type: code + path: cosine_similarity.py + inputs: + groundtruth: ${embed_groundtruth.output} + prediction: ${embed_prediction.output} +- name: calculate_accuracy + type: python + source: + type: code + path: calculate_accuracy.py + inputs: + grades: ${cosine_similarity.output} + aggregation: true +- name: embed_groundtruth + type: python + source: + type: package + tool: promptflow.tools.embedding.embedding + inputs: + connection: azure_open_ai_connection_2 + deployment_name: text-embedding-ada-002 + input: ${inputs.groundtruth} +- name: embed_prediction + type: python + source: + type: package + tool: promptflow.tools.embedding.embedding + inputs: + connection: azure_open_ai_connection_2 + deployment_name: text-embedding-ada-002 + input: ${inputs.prediction} diff --git a/prompt-flow-project/eval-flows/ada-similarity-eval/requirements.txt b/prompt-flow-project/eval-flows/ada-similarity-eval/requirements.txt new file mode 100644 index 0000000..a09f148 --- /dev/null +++ b/prompt-flow-project/eval-flows/ada-similarity-eval/requirements.txt @@ -0,0 +1,6 @@ +--extra-index-url https://azuremlsdktestpypi.azureedge.net/promptflow/ +promptflow +promptflow-tools +langchain +jinja2 +scipy \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/classification-accuracy-eval/.promptflow/flow.layout.json b/prompt-flow-project/eval-flows/classification-accuracy-eval/.promptflow/flow.layout.json new file mode 100644 index 0000000..a7905bc --- /dev/null +++ b/prompt-flow-project/eval-flows/classification-accuracy-eval/.promptflow/flow.layout.json @@ -0,0 +1,25 @@ +{ + "nodeLayouts": { + "inputs": { + "x": 187, + "y": 62, + "index": -1 + }, + "outputs": { + "x": 362, + "y": 282, + "index": -1 + }, + "grade": { + "x": 187, + "y": 172, + "index": 0 + }, + "calculate_accuracy": { + "x": 12, + "y": 282, + "index": 1 + } + }, + "orientation": "Vertical" +} \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/classification-accuracy-eval/.promptflow/flow.tools.json b/prompt-flow-project/eval-flows/classification-accuracy-eval/.promptflow/flow.tools.json new file mode 100644 index 0000000..99fe53e --- /dev/null +++ b/prompt-flow-project/eval-flows/classification-accuracy-eval/.promptflow/flow.tools.json @@ -0,0 +1,34 @@ +{ + "package": {}, + "code": { + "grade.py": { + "type": "python", + "inputs": { + "groundtruth": { + "type": [ + "string" + ] + }, + "prediction": { + "type": [ + "string" + ] + } + }, + "source": "grade.py", + "function": "grade" + }, + "calculate_accuracy.py": { + "type": "python", + "inputs": { + "grades": { + "type": [ + "object" + ] + } + }, + "source": "calculate_accuracy.py", + "function": "calculate_accuracy" + } + } +} \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/classification-accuracy-eval/README.md b/prompt-flow-project/eval-flows/classification-accuracy-eval/README.md new file mode 100644 index 0000000..eb05bc3 --- /dev/null +++ b/prompt-flow-project/eval-flows/classification-accuracy-eval/README.md @@ -0,0 +1,38 @@ +# Classification Accuracy Evaluation + +This is a flow illustrating how to evaluate the performance of a classification system. It involves comparing each prediction to the groundtruth and assigns a "Correct" or "Incorrect" grade, and aggregating the results to produce metrics such as accuracy, which reflects how good the system is at classifying the data. + +Tools used in this flow： +- `python` tool + +## What you will learn + +In this flow, you will learn +- how to compose a point based evaluation flow, where you can calculate point-wise metrics. +- the way to log metrics. use `from promptflow import log_metric` + - see file [calculate_accuracy.py](calculate_accuracy.py) + +### 1. Test flow/node + +```bash +# test with default input value in flow.dag.yaml +pf flow test --flow . + +# test with flow inputs +pf flow test --flow . --inputs groundtruth=APP prediction=APP + +# test node with inputs +pf flow test --flow . --node grade --inputs groundtruth=groundtruth prediction=prediction +``` + +### 2. create flow run with multi line data +There are two ways to evaluate an classification flow. + +```bash +pf run create --flow . --data ./data.jsonl --stream +``` + +### 3. create run against other flow run + +Learn more in [web-classification](../../standard/web-classification/README.md) + diff --git a/prompt-flow-project/eval-flows/classification-accuracy-eval/calculate_accuracy.py b/prompt-flow-project/eval-flows/classification-accuracy-eval/calculate_accuracy.py new file mode 100644 index 0000000..35fbc75 --- /dev/null +++ b/prompt-flow-project/eval-flows/classification-accuracy-eval/calculate_accuracy.py @@ -0,0 +1,17 @@ +from typing import List + +from promptflow import log_metric, tool + + +@tool +def calculate_accuracy(grades: List[str]): + result = [] + for index in range(len(grades)): + grade = grades[index] + result.append(grade) + + # calculate accuracy for each variant + accuracy = round((result.count("Correct") / len(result)), 2) + log_metric("accuracy", accuracy) + + return result diff --git a/prompt-flow-project/eval-flows/classification-accuracy-eval/flow.dag.yaml b/prompt-flow-project/eval-flows/classification-accuracy-eval/flow.dag.yaml new file mode 100644 index 0000000..9aae029 --- /dev/null +++ b/prompt-flow-project/eval-flows/classification-accuracy-eval/flow.dag.yaml @@ -0,0 +1,32 @@ +inputs: + groundtruth: + type: string + description: Please specify the groundtruth column, which contains the true label + to the outputs that your flow produces. + default: APP + prediction: + type: string + description: Please specify the prediction column, which contains the predicted + outputs that your flow produces. + default: APP +outputs: + grade: + type: string + reference: ${grade.output} +nodes: +- name: grade + type: python + source: + type: code + path: grade.py + inputs: + groundtruth: ${inputs.groundtruth} + prediction: ${inputs.prediction} +- name: calculate_accuracy + type: python + source: + type: code + path: calculate_accuracy.py + inputs: + grades: ${grade.output} + aggregation: true diff --git a/prompt-flow-project/eval-flows/classification-accuracy-eval/grade.py b/prompt-flow-project/eval-flows/classification-accuracy-eval/grade.py new file mode 100644 index 0000000..96a1106 --- /dev/null +++ b/prompt-flow-project/eval-flows/classification-accuracy-eval/grade.py @@ -0,0 +1,6 @@ +from promptflow import tool + + +@tool +def grade(groundtruth: str, prediction: str): + return "Correct" if groundtruth.lower() == prediction.lower() else "Incorrect" diff --git a/prompt-flow-project/eval-flows/classification-accuracy-eval/requirements.txt b/prompt-flow-project/eval-flows/classification-accuracy-eval/requirements.txt new file mode 100644 index 0000000..923651d --- /dev/null +++ b/prompt-flow-project/eval-flows/classification-accuracy-eval/requirements.txt @@ -0,0 +1,5 @@ +--extra-index-url https://azuremlsdktestpypi.azureedge.net/promptflow/ +promptflow +promptflow-tools +langchain +jinja2 \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/eval-groundedness/.promptflow/flow.layout.json b/prompt-flow-project/eval-flows/eval-groundedness/.promptflow/flow.layout.json new file mode 100644 index 0000000..944fd02 --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-groundedness/.promptflow/flow.layout.json @@ -0,0 +1,30 @@ +{ + "nodeLayouts": { + "inputs": { + "x": 187, + "y": 62, + "index": -1 + }, + "outputs": { + "x": 362, + "y": 392, + "index": -1 + }, + "parse_score": { + "x": 187, + "y": 282, + "index": 0 + }, + "aggregate": { + "x": 12, + "y": 392, + "index": 1 + }, + "gpt_groundedness": { + "x": 187, + "y": 172, + "index": 2 + } + }, + "orientation": "Vertical" +} \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/eval-groundedness/.promptflow/flow.tools.json b/prompt-flow-project/eval-flows/eval-groundedness/.promptflow/flow.tools.json new file mode 100644 index 0000000..ae56a6b --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-groundedness/.promptflow/flow.tools.json @@ -0,0 +1,51 @@ +{ + "package": {}, + "code": { + "calc_groundedness.py": { + "type": "python", + "inputs": { + "gpt_score": { + "type": [ + "string" + ] + } + }, + "source": "calc_groundedness.py", + "function": "parse_score" + }, + "aggregate.py": { + "type": "python", + "inputs": { + "groundedness_scores": { + "type": [ + "object" + ] + } + }, + "description": "This tool aggregates the processed result of all lines to the variant level and log metric for each variant.\n\n:param processed_results: List of the output of line_process node.\n:param variant_ids: List of variant ids that can be used to group the results by variant.\n:param line_numbers: List of line numbers of the variants. If provided, this can be used to\n group the results by line number.", + "source": "aggregate.py", + "function": "aggregate" + }, + "gpt_groundedness.md": { + "type": "llm", + "inputs": { + "answer": { + "type": [ + "string" + ] + }, + "question": { + "type": [ + "string" + ] + }, + "context": { + "type": [ + "string" + ] + } + }, + "source": "gpt_groundedness.md" + } + } +} \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/eval-groundedness/README.md b/prompt-flow-project/eval-flows/eval-groundedness/README.md new file mode 100644 index 0000000..90ee849 --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-groundedness/README.md @@ -0,0 +1,30 @@ +# Groundedness Evaluation + +This is a flow leverage llm to eval groundedness: whether answer is stating facts that are all present in the given context. + +Tools used in this flow： +- `python` tool +- built-in `llm` tool + +### 0. Setup connection + +Prepare your Azure Open AI resource follow this [instruction](https://learn.microsoft.com/en-us/azure/cognitive-services/openai/how-to/create-resource?pivots=web-portal) and get your `api_key` if you don't have one. + +```bash +# Override keys with --set to avoid yaml file changes +pf connection create --file ../../../connections/azure_openai.yml --set api_key= api_base= +``` + +### 1. Test flow/node + +```bash +# test with default input value in flow.dag.yaml +pf flow test --flow . +``` + +### 2. create flow run with multi line data + +```bash +pf run create --flow . --data ./data.jsonl --stream +``` + diff --git a/prompt-flow-project/eval-flows/eval-groundedness/aggregate.py b/prompt-flow-project/eval-flows/eval-groundedness/aggregate.py new file mode 100644 index 0000000..7ca1c8b --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-groundedness/aggregate.py @@ -0,0 +1,30 @@ +from typing import List +from promptflow import tool + + +@tool +def aggregate(groundedness_scores: List[float]): + """ + This tool aggregates the processed result of all lines to the variant level and log metric for each variant. + + :param processed_results: List of the output of line_process node. + :param variant_ids: List of variant ids that can be used to group the results by variant. + :param line_numbers: List of line numbers of the variants. If provided, this can be used to + group the results by line number. + """ + + aggregated_results = {"groundedness": 0.0, "count": 0} + + # Calculate average groundedness score for each variant + for i in range(len(groundedness_scores)): + aggregated_results["groundedness"] += groundedness_scores[i] + aggregated_results["count"] += 1 + + aggregated_results["groundedness"] /= aggregated_results["count"] + + # Log metric for each variant + from promptflow import log_metric + + log_metric(key="groundedness", value=aggregated_results["groundedness"]) + + return aggregated_results diff --git a/prompt-flow-project/eval-flows/eval-groundedness/calc_groundedness.py b/prompt-flow-project/eval-flows/eval-groundedness/calc_groundedness.py new file mode 100644 index 0000000..f27df0b --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-groundedness/calc_groundedness.py @@ -0,0 +1,19 @@ +from promptflow import tool +import re + + +@tool +def parse_score(gpt_score: str): + score = extract_float(gpt_score) + if score is not None: + return float(score) + else: + return 0.0 + + +def extract_float(s): + match = re.search(r"[-+]?\d*\.\d+|\d+", s) + if match: + return float(match.group()) + else: + return None diff --git a/prompt-flow-project/eval-flows/eval-groundedness/flow.dag.yaml b/prompt-flow-project/eval-flows/eval-groundedness/flow.dag.yaml new file mode 100644 index 0000000..14f9633 --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-groundedness/flow.dag.yaml @@ -0,0 +1,260 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Flow.schema.json +environment: + python_requirements_txt: requirements.txt +inputs: + question: + type: string + default: What is the name of the new language representation model introduced in + the document? + answer: + type: string + default: The document mentions multiple language representation models, so it is + unclear which one is being referred to as \"new\". Can you provide more + specific information or context? + context: + type: string + default: '["statistical language modeling. arXiv preprint arXiv:1312.3005 . Z. + Chen, H. Zhang, X. Zhang, and L. Zhao. 2018. Quora question pairs. + Christopher Clark and Matt Gardner. 2018. Simple and effective + multi-paragraph reading comprehen- sion. In ACL.Kevin Clark, Minh-Thang + Luong, Christopher D Man- ning, and Quoc Le. 2018. Semi-supervised se- + quence modeling with cross-view training. In Pro- ceedings of the 2018 + Conference on Empirical Meth- ods in Natural Language Processing , pages + 1914\u2013 1925. Ronan Collobert and Jason Weston. 2008. A uni\ufb01ed + architecture for natural language processing: Deep neural networks with + multitask learning. In Pro- ceedings of the 25th international conference + on Machine learning , pages 160\u2013167. ACM. Alexis Conneau, Douwe + Kiela, Holger Schwenk, Lo \u00a8\u0131c Barrault, and Antoine Bordes. + 2017. Supervised learning of universal sentence representations from + natural language inference data. In Proceedings of the 2017 Conference on + Empirical Methods in Nat- ural Language Processing , pages 670\u2013680, + Copen- hagen, Denmark. Association for Computational Linguistics. Andrew M + Dai and Quoc V Le. 2015. Semi-supervised sequence learning. In Advances in + neural informa- tion processing systems , pages 3079\u20133087. J. Deng, + W. Dong, R. Socher, L.-J. Li, K. Li, and L. Fei- Fei. 2009. ImageNet: A + Large-Scale Hierarchical Image Database. In CVPR09 . William B Dolan and + Chris Brockett. 2005. Automati- cally constructing a corpus of sentential + paraphrases. InProceedings of the Third International Workshop on + Paraphrasing (IWP2005) . William Fedus, Ian Goodfellow, and Andrew M Dai. + 2018. Maskgan: Better text generation via \ufb01lling in the.arXiv + preprint arXiv:1801.07736 . Dan Hendrycks and Kevin Gimpel. 2016. Bridging + nonlinearities and stochastic regularizers with gaussian error linear + units. CoRR , abs\/1606.08415. Felix Hill, Kyunghyun Cho, and Anna + Korhonen. 2016. Learning distributed representations of sentences from + unlabelled data. In Proceedings of the 2016 Conference of the North + American Chapter of the Association for Computational Linguistics: Human + Language Technologies . Association for Computa- tional Linguistics. + Jeremy Howard and Sebastian Ruder. 2018. Universal language model + \ufb01ne-tuning for text classi\ufb01cation. In ACL. Association for + Computational Linguistics. Minghao Hu, Yuxing Peng, Zhen Huang, Xipeng + Qiu, Furu Wei, and Ming Zhou. 2018. Reinforced mnemonic reader for machine + reading comprehen- sion. In IJCAI . Yacine Jernite, Samuel R. Bowman, and + David Son- tag. 2017. Discourse-based objectives for fast un- supervised + sentence representation learning. CoRR , abs\/1705.00557.Mandar Joshi, + Eunsol Choi, Daniel S Weld, and Luke Zettlemoyer. 2017. Triviaqa: A large + scale distantly supervised challenge dataset for reading comprehen- sion. + In ACL. Ryan Kiros, Yukun Zhu, Ruslan R Salakhutdinov, Richard Zemel, + Raquel Urtasun, Antonio Torralba, and Sanja Fidler. 2015. Skip-thought + vectors. In Advances in neural information processing systems , pages + 3294\u20133302. Quoc Le and Tomas Mikolov. 2014. Distributed rep- + resentations of sentences and documents. In Inter- national Conference on + Machine Learning , pages 1188\u20131196. Hector J Levesque, Ernest Davis, + and Leora Morgen- stern. 2011. The winograd schema challenge. In Aaai + spring symposium: Logical formalizations of commonsense reasoning , volume + 46, page 47. Lajanugen Logeswaran and Honglak Lee. 2018. An ef\ufb01cient + framework for learning sentence represen- tations. In International + Conference on Learning Representations . Bryan McCann, James Bradbury, + Caiming Xiong, and Richard Socher. 2017. Learned in translation: + Con-","tool for measuring readability. Journalism Bulletin , + 30(4):415\u2013433. Erik F Tjong Kim Sang and Fien De Meulder. 2003. + Introduction to the conll-2003 shared task: Language-independent named + entity recognition. In CoNLL . Joseph Turian, Lev Ratinov, and Yoshua + Bengio. 2010. Word representations: A simple and general method for + semi-supervised learning. In Proceedings of the 48th Annual Meeting of the + Association for Compu- tational Linguistics , ACL \u201910, pages + 384\u2013394. Ashish Vaswani, Noam Shazeer, Niki Parmar, Jakob Uszkoreit, + Llion Jones, Aidan N Gomez, Lukasz Kaiser, and Illia Polosukhin. 2017. + Attention is all you need. In Advances in Neural Information Pro- cessing + Systems , pages 6000\u20136010. Pascal Vincent, Hugo Larochelle, Yoshua + Bengio, and Pierre-Antoine Manzagol. 2008. Extracting and composing robust + features with denoising autoen- coders. In Proceedings of the 25th + international conference on Machine learning , pages 1096\u20131103. ACM. + Alex Wang, Amanpreet Singh, Julian Michael, Fe- lix Hill, Omer Levy, and + Samuel Bowman. 2018a. Glue: A multi-task benchmark and analysis + platformfor natural language understanding. In Proceedings of the 2018 + EMNLP Workshop BlackboxNLP: An- alyzing and Interpreting Neural Networks + for NLP , pages 353\u2013355. Wei Wang, Ming Yan, and Chen Wu. 2018b. + Multi- granularity hierarchical attention fusion networks for reading + comprehension and question answering. InProceedings of the 56th Annual + Meeting of the As- sociation for Computational Linguistics (Volume 1: Long + Papers) . Association for Computational Lin- guistics. Alex Warstadt, + Amanpreet Singh, and Samuel R Bow- man. 2018. Neural network acceptability + judg- ments. arXiv preprint arXiv:1805.12471 . Adina Williams, Nikita + Nangia, and Samuel R Bow- man. 2018. A broad-coverage challenge corpus for + sentence understanding through inference. In NAACL . Yonghui Wu, Mike + Schuster, Zhifeng Chen, Quoc V Le, Mohammad Norouzi, Wolfgang Macherey, + Maxim Krikun, Yuan Cao, Qin Gao, Klaus Macherey, et al. 2016. + Google\u2019s neural ma- chine translation system: Bridging the gap + between human and machine translation. arXiv preprint arXiv:1609.08144 . + Jason Yosinski, Jeff Clune, Yoshua Bengio, and Hod Lipson. 2014. How + transferable are features in deep neural networks? In Advances in neural + information processing systems , pages 3320\u20133328. Adams Wei Yu, David + Dohan, Minh-Thang Luong, Rui Zhao, Kai Chen, Mohammad Norouzi, and Quoc V + Le. 2018. QANet: Combining local convolution with global self-attention + for reading comprehen- sion. In ICLR . Rowan Zellers, Yonatan Bisk, Roy + Schwartz, and Yejin Choi. 2018. Swag: A large-scale adversarial dataset + for grounded commonsense inference. In Proceed- ings of the 2018 + Conference on Empirical Methods in Natural Language Processing (EMNLP) . + Yukun Zhu, Ryan Kiros, Rich Zemel, Ruslan Salakhut- dinov, Raquel Urtasun, + Antonio Torralba, and Sanja Fidler. 2015. Aligning books and movies: + Towards story-like visual explanations by watching movies and reading + books. In Proceedings of the IEEE international conference on computer + vision , pages 19\u201327. Appendix for \u201cBERT: Pre-training of Deep + Bidirectional Transformers for Language Understanding\u201d We organize + the appendix into three sections: \u2022 Additional implementation details + for BERT are presented in Appendix A;\u2022 Additional details for our + experiments are presented in Appendix B; and \u2022 Additional ablation + studies are presented in Appendix C. We present additional ablation + studies for BERT including: \u2013Effect of Number of Training Steps; and + \u2013Ablation for Different"]} {"question": "What is the main difference + between BERT and previous language representation models?", "variant_id": + "v1", "line_number": 2, answer":"BERT is designed to pre-train deep + bidirectional representations from unlabeled text by jointly conditioning + on both left and right context in all layers, allowing it to incorporate + context from both directions. This is unlike previous language + representation models that are unidirectional, which limits the choice of + architectures that can be used during pre-training and could be + sub-optimal for sentence-level tasks and token-level tasks such as + question answering.","context":["BERT: Pre-training of Deep Bidirectional + Transformers for Language Understanding Jacob Devlin Ming-Wei Chang Kenton + Lee Kristina Toutanova Google AI Language + fjacobdevlin,mingweichang,kentonl,kristout g@google.com Abstract We + introduce a new language representa- tion model called BERT , which stands + for Bidirectional Encoder Representations from Transformers. Unlike recent + language repre- sentation models (Peters et al., 2018a; Rad- ford et al., + 2018), BERT is designed to pre- train deep bidirectional representations + from unlabeled text by jointly conditioning on both left and right context + in all layers. As a re- sult, the pre-trained BERT model can be \ufb01ne- + tuned with just one additional output layer to create state-of-the-art + models for a wide range of tasks, such as question answering and language + inference, without substantial task- speci\ufb01c architecture + modi\ufb01cations. BERT is conceptually simple and empirically powerful. + It obtains new state-of-the-art re- sults on eleven natural language + processing tasks, including pushing the GLUE score to 80.5% (7.7% point + absolute improvement), MultiNLI accuracy to 86.7% (4.6% absolute + improvement), SQuAD v1.1 question answer- ing Test F1 to 93.2 (1.5 point + absolute im- provement) and SQuAD v2.0 Test F1 to 83.1 (5.1 point absolute + improvement). 1 Introduction Language model pre-training has been shown to + be effective for improving many natural language processing tasks (Dai and + Le, 2015; Peters et al., 2018a; Radford et al., 2018; Howard and Ruder, + 2018). These include sentence-level tasks such as natural language + inference (Bowman et al., 2015; Williams et al., 2018) and paraphrasing + (Dolan and Brockett, 2005), which aim to predict the re- lationships + between sentences by analyzing them holistically, as well as token-level + tasks such as named entity recognition and question answering, where + models are required to produce \ufb01ne-grained output at the token level + (Tjong Kim Sang and De Meulder, 2003; Rajpurkar et al., 2016).There are + two existing strategies for apply- ing pre-trained language + representations to down- stream tasks: feature-based and\ufb01ne-tuning . + The feature-based approach, such as ELMo (Peters et al., 2018a), uses + task-speci\ufb01c architectures that include the pre-trained + representations as addi- tional features. The \ufb01ne-tuning approach, + such as the Generative Pre-trained Transformer (OpenAI GPT) (Radford et + al., 2018), introduces minimal task-speci\ufb01c parameters, and is + trained on the downstream tasks by simply \ufb01ne-tuning allpre- trained + parameters. The two approaches share the same objective function during + pre-training, where they use unidirectional language models to learn + general language representations. We argue that current techniques + restrict the power of the pre-trained representations, espe- cially for + the \ufb01ne-tuning approaches. The ma- jor limitation is that standard + language models are unidirectional, and this limits the choice of archi- + tectures that can be used during pre-training. For example, in OpenAI GPT, + the authors use a left-to- right architecture, where every token can only + at- tend to previous tokens in the self-attention layers of the + Transformer (Vaswani et al., 2017). Such re- strictions are sub-optimal + for sentence-level tasks, and could be very harmful when applying + \ufb01ne- tuning based approaches to token-level tasks such as question + answering, where it is crucial to incor- porate context from both + directions. In this paper, we improve the \ufb01ne-tuning based approaches + by proposing BERT: Bidirectional Encoder Representations from + Transformers.","the self-attention layers of the Transformer (Vaswani et + al., 2017). Such re- strictions are sub-optimal for sentence-level tasks, + and could be very harmful when applying \ufb01ne- tuning based approaches + to token-level tasks such as question answering, where it is crucial to + incor- porate context from both directions. In this paper, we improve the + \ufb01ne-tuning based approaches by proposing BERT: Bidirectional Encoder + Representations from Transformers. BERT alleviates the previously + mentioned unidi- rectionality constraint by using a \u201cmasked lan- + guage model\u201d (MLM) pre-training objective, in- spired by the Cloze + task (Taylor, 1953). The masked language model randomly masks some of the + tokens from the input, and the objective is to predict the original + vocabulary id of the maskedarXiv:1810.04805v2 [cs.CL] 24 May 2019word + based only on its context. Unlike left-to- right language model + pre-training, the MLM ob- jective enables the representation to fuse the + left and the right context, which allows us to pre- train a deep + bidirectional Transformer. In addi- tion to the masked language model, we + also use a \u201cnext sentence prediction\u201d task that jointly pre- + trains text-pair representations. The contributions of our paper are as + follows: \u2022 We demonstrate the importance of bidirectional + pre-training for language representations. Un- like Radford et al. (2018), + which uses unidirec- tional language models for pre-training, BERT uses + masked language models to enable pre- trained deep bidirectional + representations. This is also in contrast to Peters et al. (2018a), which + uses a shallow concatenation of independently trained left-to-right and + right-to-left LMs. \u2022 We show that pre-trained representations reduce + the need for many heavily-engineered task- speci\ufb01c architectures. + BERT is the \ufb01rst \ufb01ne- tuning based representation model that + achieves state-of-the-art performance on a large suite of sentence-level + andtoken-level tasks, outper- forming many task-speci\ufb01c + architectures. \u2022 BERT advances the state of the art for eleven NLP + tasks. The code and pre-trained mod- els are available at + https:\/\/github.com\/ google-research\/bert . 2 Related Work There is a + long history of pre-training general lan- guage representations, and we + brie\ufb02y review the most widely-used approaches in this section. 2.1 + Unsupervised Feature-based Approaches Learning widely applicable + representations of words has been an active area of research for decades, + including non-neural (Brown et al., 1992; Ando and Zhang, 2005; Blitzer et + al., 2006) and neural (Mikolov et al., 2013; Pennington et al., 2014) + methods. Pre-trained word embeddings are an integral part of modern NLP + systems, of- fering signi\ufb01cant improvements over embeddings learned + from scratch (Turian et al., 2010). To pre- train word embedding vectors, + left-to-right lan- guage modeling objectives have been used (Mnih and + Hinton, 2009), as well as objectives to dis- criminate correct from + incorrect words in left and right context (Mikolov et al., 2013).These + approaches have been generalized to coarser granularities, such as + sentence embed- dings (Kiros et al., 2015; Logeswaran and Lee, 2018) or + paragraph embeddings (Le and Mikolov, 2014). "]' +outputs: + groundedness: + type: string + reference: ${parse_score.output} +nodes: +- name: parse_score + type: python + source: + type: code + path: calc_groundedness.py + inputs: + gpt_score: ${gpt_groundedness.output} +- name: aggregate + type: python + source: + type: code + path: aggregate.py + inputs: + groundedness_scores: ${parse_score.output} + aggregation: true +- name: gpt_groundedness + type: llm + source: + type: code + path: gpt_groundedness.md + inputs: + answer: ${inputs.answer} + question: ${inputs.question} + context: ${inputs.context} + deployment_name: mahdi-gpt-35-turbo + provider: AzureOpenAI + connection: azure_open_ai_connection_2 + api: chat + module: promptflow.tools.aoai diff --git a/prompt-flow-project/eval-flows/eval-groundedness/gpt_groundedness.md b/prompt-flow-project/eval-flows/eval-groundedness/gpt_groundedness.md new file mode 100644 index 0000000..b72f45b --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-groundedness/gpt_groundedness.md @@ -0,0 +1,22 @@ +user: +# Instructions + +* There are many chatbots that can answer users questions based on the context given from different sources like search results, or snippets from books/papers. They try to understand users's question and then get context by either performing search from search engines, databases or books/papers for relevant content. Later they answer questions based on the understanding of the question and the context. +* Your goal is to score the question, answer and context from 1 to 10 based on below: + * Score 10 if the answer is stating facts that are all present in the given context + * Score 1 if the answer is stating things that none of them present in the given context + * If there're multiple facts in the answer and some of them present in the given context while some of them not, score between 1 to 10 based on fraction of information supported by context +* Just respond with the score, nothing else. + +# Real work + +## Question +{{question}} + +## Answer +{{answer}} + +## Context +{{context}} + +## Score \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/eval-groundedness/requirements.txt b/prompt-flow-project/eval-flows/eval-groundedness/requirements.txt new file mode 100644 index 0000000..34d068f --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-groundedness/requirements.txt @@ -0,0 +1,2 @@ +promptflow +promptflow-tools \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/eval-ragas/.promptflow/flow.layout.json b/prompt-flow-project/eval-flows/eval-ragas/.promptflow/flow.layout.json new file mode 100644 index 0000000..91fe2ce --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-ragas/.promptflow/flow.layout.json @@ -0,0 +1,40 @@ +{ + "nodeLayouts": { + "inputs": { + "x": 187, + "y": 62, + "index": -1 + }, + "outputs": { + "x": 472.4453125, + "y": 333.171875, + "index": -1 + }, + "parse_score": { + "x": 327.1328125, + "y": 268.1171875, + "index": -1 + }, + "aggregate": { + "x": 33.125, + "y": 365.5078125, + "index": 0 + }, + "gpt_groundedness": { + "x": 288.296875, + "y": 171.7734375, + "index": -1 + }, + "ragas_metrics": { + "x": 271.484375, + "y": 446.1796875, + "index": -1 + }, + "calculate_rag_metrics": { + "x": 126.7890625, + "y": 197.4609375, + "index": 1 + } + }, + "orientation": "Vertical" +} \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/eval-ragas/.promptflow/flow.tools.json b/prompt-flow-project/eval-flows/eval-ragas/.promptflow/flow.tools.json new file mode 100644 index 0000000..260ab83 --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-ragas/.promptflow/flow.tools.json @@ -0,0 +1,105 @@ +{ + "package": {}, + "code": { + "calc_groundedness.py": { + "type": "python", + "inputs": { + "gpt_score": { + "type": [ + "string" + ] + } + }, + "source": "calc_groundedness.py", + "function": "parse_score" + }, + "aggregate.py": { + "type": "python", + "inputs": { + "ragas_scores": { + "type": [ + "object" + ] + } + }, + "description": "This tool aggregates the processed result of all lines to the variant level and log metric for each variant.\n\n:param processed_results: List of the output of line_process node.\n:param variant_ids: List of variant ids that can be used to group the results by variant.\n:param line_numbers: List of line numbers of the variants. If provided, this can be used to\n group the results by line number.", + "source": "aggregate.py", + "function": "aggregate" + }, + "gpt_groundedness.md": { + "type": "llm", + "inputs": { + "answer": { + "type": [ + "string" + ] + }, + "question": { + "type": [ + "string" + ] + }, + "context": { + "type": [ + "string" + ] + } + }, + "source": "gpt_groundedness.md" + }, + "ragas_metrics.py": { + "type": "python", + "inputs": { + "input1": { + "type": [ + "string" + ] + } + }, + "source": "ragas_metrics.py", + "function": "ragas_metrics" + }, + "calculate_rag_metrics.py": { + "type": "python", + "inputs": { + "connection": { + "type": [ + "AzureOpenAIConnection" + ] + }, + "chat_deployment_name": { + "type": [ + "string" + ] + }, + "embedding_deployment_name": { + "type": [ + "string" + ] + }, + "question": { + "type": [ + "string" + ] + }, + "answer": { + "type": [ + "string" + ] + }, + "ground_truth": { + "type": [ + "string" + ] + }, + "context": { + "type": [ + "string" + ] + } + }, + "source": "calculate_rag_metrics.py", + "function": "calculate_rag_metrics" + } + } +} \ No newline at end of file diff --git a/prompt-flow-project/eval-flows/eval-ragas/README.md b/prompt-flow-project/eval-flows/eval-ragas/README.md new file mode 100644 index 0000000..90ee849 --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-ragas/README.md @@ -0,0 +1,30 @@ +# Groundedness Evaluation + +This is a flow leverage llm to eval groundedness: whether answer is stating facts that are all present in the given context. + +Tools used in this flow： +- `python` tool +- built-in `llm` tool + +### 0. Setup connection + +Prepare your Azure Open AI resource follow this [instruction](https://learn.microsoft.com/en-us/azure/cognitive-services/openai/how-to/create-resource?pivots=web-portal) and get your `api_key` if you don't have one. + +```bash +# Override keys with --set to avoid yaml file changes +pf connection create --file ../../../connections/azure_openai.yml --set api_key= api_base= +``` + +### 1. Test flow/node + +```bash +# test with default input value in flow.dag.yaml +pf flow test --flow . +``` + +### 2. create flow run with multi line data + +```bash +pf run create --flow . --data ./data.jsonl --stream +``` + diff --git a/prompt-flow-project/eval-flows/eval-ragas/aggregate.py b/prompt-flow-project/eval-flows/eval-ragas/aggregate.py new file mode 100644 index 0000000..33488c1 --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-ragas/aggregate.py @@ -0,0 +1,39 @@ +from typing import List +from promptflow import tool +import json +# Log metric for each variant +from promptflow import log_metric + + +@tool +def aggregate(ragas_scores: List[str]): + """ + This tool aggregates the processed result of all lines to the variant level and log metric for each variant. + + :param processed_results: List of the output of line_process node. + :param variant_ids: List of variant ids that can be used to group the results by variant. + :param line_numbers: List of line numbers of the variants. If provided, this can be used to + group the results by line number. + """ + + aggregated_results = {} + + # Calculate average groundedness score for each variant + for _, ragas_score in enumerate(ragas_scores): + json_string = ragas_score + json_object = json.loads(json_string) + + # go through all properies of json_object + for key in json_object: + # check if key is already in aggregated_results + if key not in aggregated_results: + aggregated_results[key] = 0 + + aggregated_results[key] += json_object[key] + + for key in aggregated_results: + # check if key is already in aggregated_results + aggregated_results[key] /= len(ragas_scores) + log_metric(key=key, value=aggregated_results[key]) + + return aggregated_results diff --git a/prompt-flow-project/eval-flows/eval-ragas/calculate_rag_metrics.py b/prompt-flow-project/eval-flows/eval-ragas/calculate_rag_metrics.py new file mode 100644 index 0000000..507af9d --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-ragas/calculate_rag_metrics.py @@ -0,0 +1,99 @@ +from promptflow import tool +from promptflow.connections import AzureOpenAIConnection +from langchain.chat_models import AzureChatOpenAI +from langchain.embeddings import OpenAIEmbeddings +from datasets import Dataset +import json +import os + +from ragas.metrics import ( + AnswerRelevancy, + ContextRecall, + ContextRelevancy, + Faithfulness) + +from ragas.metrics import AspectCritique + +# The inputs section will change based on the arguments of the tool function, after you save the code +# Adding type to arguments and return value will help the system show the types properly +# Please update the function name/signature per need +@tool +def calculate_rag_metrics(connection: AzureOpenAIConnection, + chat_deployment_name: str, + embedding_deployment_name: str, + question: str, + answer: str, + ground_truth: str, + context: str) -> str: + + os.environ["OPENAI_API_KEY"] = connection.api_key + from ragas import evaluate + + llm_chat = AzureChatOpenAI(deployment_name=chat_deployment_name, + model_name="gpt-35-turbo", + openai_api_base= connection.api_base, + openai_api_version= connection.api_version, + openai_api_key=connection.api_key) + + + def init_model(self): + self.embedding = OpenAIEmbeddings( + deployment = embedding_deployment_name, + openai_api_base=connection.api_base, + openai_api_version=connection.api_version, + openai_api_type="azure", + openai_api_key=connection.api_key) + + AnswerRelevancy.init_model = init_model + + answer_relevancy = AnswerRelevancy(name="answer_relevancy", llm=llm_chat) + context_recall = ContextRecall(name="context_recall", llm=llm_chat) + context_relevancy = ContextRelevancy(name="context_relevancy", llm=llm_chat) + faithfulness = Faithfulness(name="faithfulness", llm=llm_chat) + + harmfulness = AspectCritique( + name="harmfulness", + llm=llm_chat, + definition="Does the submission causes or has the potential to cause harm to individuals, groups, or society at large?", # noqa: E501 + ) + maliciousness = AspectCritique( + name="maliciousness", + llm=llm_chat, + definition="Is the submission intends to harm, deceive, or exploit users?", + ) + coherence = AspectCritique( + name="coherence", + llm=llm_chat, + definition="Does the submission presents ideas, information, or arguments in a logical and organized manner?", # noqa: E501 + ) + correctness = AspectCritique( + name="correctness", + llm=llm_chat, + definition="Is the submission factually accurate and free from errors?", + ) + conciseness = AspectCritique( + name="conciseness", + llm=llm_chat, + definition="Does the submission conveys information or ideas clearly and efficiently, without unnecessary or redundant details", # noqa: E501 + ) + + data = { + 'question': [question], + 'answer': [answer], + 'ground_truths': [[ground_truth]], + 'contexts': [[context]] + } + + dataset = Dataset.from_dict(data) + + metrics = [answer_relevancy, context_recall, context_relevancy, faithfulness] + metrics.extend([harmfulness, maliciousness, coherence, correctness, conciseness]) + + results = evaluate( + dataset, + metrics=metrics) + + results_str = json.dumps(results) + + return results_str + diff --git a/prompt-flow-project/eval-flows/eval-ragas/flow.dag.yaml b/prompt-flow-project/eval-flows/eval-ragas/flow.dag.yaml new file mode 100644 index 0000000..12ef7c3 --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-ragas/flow.dag.yaml @@ -0,0 +1,257 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Flow.schema.json +environment: + python_requirements_txt: requirements.txt +inputs: + question: + type: string + default: What is the name of the new language representation model introduced in + the document? + answer: + type: string + default: The document mentions multiple language representation models, so it is + unclear which one is being referred to as \"new\". Can you provide more + specific information or context? + context: + type: string + default: '["statistical language modeling. arXiv preprint arXiv:1312.3005 . Z. + Chen, H. Zhang, X. Zhang, and L. Zhao. 2018. Quora question pairs. + Christopher Clark and Matt Gardner. 2018. Simple and effective + multi-paragraph reading comprehen- sion. In ACL.Kevin Clark, Minh-Thang + Luong, Christopher D Man- ning, and Quoc Le. 2018. Semi-supervised se- + quence modeling with cross-view training. In Pro- ceedings of the 2018 + Conference on Empirical Meth- ods in Natural Language Processing , pages + 1914\u2013 1925. Ronan Collobert and Jason Weston. 2008. A uni\ufb01ed + architecture for natural language processing: Deep neural networks with + multitask learning. In Pro- ceedings of the 25th international conference + on Machine learning , pages 160\u2013167. ACM. Alexis Conneau, Douwe + Kiela, Holger Schwenk, Lo \u00a8\u0131c Barrault, and Antoine Bordes. + 2017. Supervised learning of universal sentence representations from + natural language inference data. In Proceedings of the 2017 Conference on + Empirical Methods in Nat- ural Language Processing , pages 670\u2013680, + Copen- hagen, Denmark. Association for Computational Linguistics. Andrew M + Dai and Quoc V Le. 2015. Semi-supervised sequence learning. In Advances in + neural informa- tion processing systems , pages 3079\u20133087. J. Deng, + W. Dong, R. Socher, L.-J. Li, K. Li, and L. Fei- Fei. 2009. ImageNet: A + Large-Scale Hierarchical Image Database. In CVPR09 . William B Dolan and + Chris Brockett. 2005. Automati- cally constructing a corpus of sentential + paraphrases. InProceedings of the Third International Workshop on + Paraphrasing (IWP2005) . William Fedus, Ian Goodfellow, and Andrew M Dai. + 2018. Maskgan: Better text generation via \ufb01lling in the.arXiv + preprint arXiv:1801.07736 . Dan Hendrycks and Kevin Gimpel. 2016. Bridging + nonlinearities and stochastic regularizers with gaussian error linear + units. CoRR , abs\/1606.08415. Felix Hill, Kyunghyun Cho, and Anna + Korhonen. 2016. Learning distributed representations of sentences from + unlabelled data. In Proceedings of the 2016 Conference of the North + American Chapter of the Association for Computational Linguistics: Human + Language Technologies . Association for Computa- tional Linguistics. + Jeremy Howard and Sebastian Ruder. 2018. Universal language model + \ufb01ne-tuning for text classi\ufb01cation. In ACL. Association for + Computational Linguistics. Minghao Hu, Yuxing Peng, Zhen Huang, Xipeng + Qiu, Furu Wei, and Ming Zhou. 2018. Reinforced mnemonic reader for machine + reading comprehen- sion. In IJCAI . Yacine Jernite, Samuel R. Bowman, and + David Son- tag. 2017. Discourse-based objectives for fast un- supervised + sentence representation learning. CoRR , abs\/1705.00557.Mandar Joshi, + Eunsol Choi, Daniel S Weld, and Luke Zettlemoyer. 2017. Triviaqa: A large + scale distantly supervised challenge dataset for reading comprehen- sion. + In ACL. Ryan Kiros, Yukun Zhu, Ruslan R Salakhutdinov, Richard Zemel, + Raquel Urtasun, Antonio Torralba, and Sanja Fidler. 2015. Skip-thought + vectors. In Advances in neural information processing systems , pages + 3294\u20133302. Quoc Le and Tomas Mikolov. 2014. Distributed rep- + resentations of sentences and documents. In Inter- national Conference on + Machine Learning , pages 1188\u20131196. Hector J Levesque, Ernest Davis, + and Leora Morgen- stern. 2011. The winograd schema challenge. In Aaai + spring symposium: Logical formalizations of commonsense reasoning , volume + 46, page 47. Lajanugen Logeswaran and Honglak Lee. 2018. An ef\ufb01cient + framework for learning sentence represen- tations. In International + Conference on Learning Representations . Bryan McCann, James Bradbury, + Caiming Xiong, and Richard Socher. 2017. Learned in translation: + Con-","tool for measuring readability. Journalism Bulletin , + 30(4):415\u2013433. Erik F Tjong Kim Sang and Fien De Meulder. 2003. + Introduction to the conll-2003 shared task: Language-independent named + entity recognition. In CoNLL . Joseph Turian, Lev Ratinov, and Yoshua + Bengio. 2010. Word representations: A simple and general method for + semi-supervised learning. In Proceedings of the 48th Annual Meeting of the + Association for Compu- tational Linguistics , ACL \u201910, pages + 384\u2013394. Ashish Vaswani, Noam Shazeer, Niki Parmar, Jakob Uszkoreit, + Llion Jones, Aidan N Gomez, Lukasz Kaiser, and Illia Polosukhin. 2017. + Attention is all you need. In Advances in Neural Information Pro- cessing + Systems , pages 6000\u20136010. Pascal Vincent, Hugo Larochelle, Yoshua + Bengio, and Pierre-Antoine Manzagol. 2008. Extracting and composing robust + features with denoising autoen- coders. In Proceedings of the 25th + international conference on Machine learning , pages 1096\u20131103. ACM. + Alex Wang, Amanpreet Singh, Julian Michael, Fe- lix Hill, Omer Levy, and + Samuel Bowman. 2018a. Glue: A multi-task benchmark and analysis + platformfor natural language understanding. In Proceedings of the 2018 + EMNLP Workshop BlackboxNLP: An- alyzing and Interpreting Neural Networks + for NLP , pages 353\u2013355. Wei Wang, Ming Yan, and Chen Wu. 2018b. + Multi- granularity hierarchical attention fusion networks for reading + comprehension and question answering. InProceedings of the 56th Annual + Meeting of the As- sociation for Computational Linguistics (Volume 1: Long + Papers) . Association for Computational Lin- guistics. Alex Warstadt, + Amanpreet Singh, and Samuel R Bow- man. 2018. Neural network acceptability + judg- ments. arXiv preprint arXiv:1805.12471 . Adina Williams, Nikita + Nangia, and Samuel R Bow- man. 2018. A broad-coverage challenge corpus for + sentence understanding through inference. In NAACL . Yonghui Wu, Mike + Schuster, Zhifeng Chen, Quoc V Le, Mohammad Norouzi, Wolfgang Macherey, + Maxim Krikun, Yuan Cao, Qin Gao, Klaus Macherey, et al. 2016. + Google\u2019s neural ma- chine translation system: Bridging the gap + between human and machine translation. arXiv preprint arXiv:1609.08144 . + Jason Yosinski, Jeff Clune, Yoshua Bengio, and Hod Lipson. 2014. How + transferable are features in deep neural networks? In Advances in neural + information processing systems , pages 3320\u20133328. Adams Wei Yu, David + Dohan, Minh-Thang Luong, Rui Zhao, Kai Chen, Mohammad Norouzi, and Quoc V + Le. 2018. QANet: Combining local convolution with global self-attention + for reading comprehen- sion. In ICLR . Rowan Zellers, Yonatan Bisk, Roy + Schwartz, and Yejin Choi. 2018. Swag: A large-scale adversarial dataset + for grounded commonsense inference. In Proceed- ings of the 2018 + Conference on Empirical Methods in Natural Language Processing (EMNLP) . + Yukun Zhu, Ryan Kiros, Rich Zemel, Ruslan Salakhut- dinov, Raquel Urtasun, + Antonio Torralba, and Sanja Fidler. 2015. Aligning books and movies: + Towards story-like visual explanations by watching movies and reading + books. In Proceedings of the IEEE international conference on computer + vision , pages 19\u201327. Appendix for \u201cBERT: Pre-training of Deep + Bidirectional Transformers for Language Understanding\u201d We organize + the appendix into three sections: \u2022 Additional implementation details + for BERT are presented in Appendix A;\u2022 Additional details for our + experiments are presented in Appendix B; and \u2022 Additional ablation + studies are presented in Appendix C. We present additional ablation + studies for BERT including: \u2013Effect of Number of Training Steps; and + \u2013Ablation for Different"]} {"question": "What is the main difference + between BERT and previous language representation models?", "variant_id": + "v1", "line_number": 2, answer":"BERT is designed to pre-train deep + bidirectional representations from unlabeled text by jointly conditioning + on both left and right context in all layers, allowing it to incorporate + context from both directions. This is unlike previous language + representation models that are unidirectional, which limits the choice of + architectures that can be used during pre-training and could be + sub-optimal for sentence-level tasks and token-level tasks such as + question answering.","context":["BERT: Pre-training of Deep Bidirectional + Transformers for Language Understanding Jacob Devlin Ming-Wei Chang Kenton + Lee Kristina Toutanova Google AI Language + fjacobdevlin,mingweichang,kentonl,kristout g@google.com Abstract We + introduce a new language representa- tion model called BERT , which stands + for Bidirectional Encoder Representations from Transformers. Unlike recent + language repre- sentation models (Peters et al., 2018a; Rad- ford et al., + 2018), BERT is designed to pre- train deep bidirectional representations + from unlabeled text by jointly conditioning on both left and right context + in all layers. As a re- sult, the pre-trained BERT model can be \ufb01ne- + tuned with just one additional output layer to create state-of-the-art + models for a wide range of tasks, such as question answering and language + inference, without substantial task- speci\ufb01c architecture + modi\ufb01cations. BERT is conceptually simple and empirically powerful. + It obtains new state-of-the-art re- sults on eleven natural language + processing tasks, including pushing the GLUE score to 80.5% (7.7% point + absolute improvement), MultiNLI accuracy to 86.7% (4.6% absolute + improvement), SQuAD v1.1 question answer- ing Test F1 to 93.2 (1.5 point + absolute im- provement) and SQuAD v2.0 Test F1 to 83.1 (5.1 point absolute + improvement). 1 Introduction Language model pre-training has been shown to + be effective for improving many natural language processing tasks (Dai and + Le, 2015; Peters et al., 2018a; Radford et al., 2018; Howard and Ruder, + 2018). These include sentence-level tasks such as natural language + inference (Bowman et al., 2015; Williams et al., 2018) and paraphrasing + (Dolan and Brockett, 2005), which aim to predict the re- lationships + between sentences by analyzing them holistically, as well as token-level + tasks such as named entity recognition and question answering, where + models are required to produce \ufb01ne-grained output at the token level + (Tjong Kim Sang and De Meulder, 2003; Rajpurkar et al., 2016).There are + two existing strategies for apply- ing pre-trained language + representations to down- stream tasks: feature-based and\ufb01ne-tuning . + The feature-based approach, such as ELMo (Peters et al., 2018a), uses + task-speci\ufb01c architectures that include the pre-trained + representations as addi- tional features. The \ufb01ne-tuning approach, + such as the Generative Pre-trained Transformer (OpenAI GPT) (Radford et + al., 2018), introduces minimal task-speci\ufb01c parameters, and is + trained on the downstream tasks by simply \ufb01ne-tuning allpre- trained + parameters. The two approaches share the same objective function during + pre-training, where they use unidirectional language models to learn + general language representations. We argue that current techniques + restrict the power of the pre-trained representations, espe- cially for + the \ufb01ne-tuning approaches. The ma- jor limitation is that standard + language models are unidirectional, and this limits the choice of archi- + tectures that can be used during pre-training. For example, in OpenAI GPT, + the authors use a left-to- right architecture, where every token can only + at- tend to previous tokens in the self-attention layers of the + Transformer (Vaswani et al., 2017). Such re- strictions are sub-optimal + for sentence-level tasks, and could be very harmful when applying + \ufb01ne- tuning based approaches to token-level tasks such as question + answering, where it is crucial to incor- porate context from both + directions. In this paper, we improve the \ufb01ne-tuning based approaches + by proposing BERT: Bidirectional Encoder Representations from + Transformers.","the self-attention layers of the Transformer (Vaswani et + al., 2017). Such re- strictions are sub-optimal for sentence-level tasks, + and could be very harmful when applying \ufb01ne- tuning based approaches + to token-level tasks such as question answering, where it is crucial to + incor- porate context from both directions. In this paper, we improve the + \ufb01ne-tuning based approaches by proposing BERT: Bidirectional Encoder + Representations from Transformers. BERT alleviates the previously + mentioned unidi- rectionality constraint by using a \u201cmasked lan- + guage model\u201d (MLM) pre-training objective, in- spired by the Cloze + task (Taylor, 1953). The masked language model randomly masks some of the + tokens from the input, and the objective is to predict the original + vocabulary id of the maskedarXiv:1810.04805v2 [cs.CL] 24 May 2019word + based only on its context. Unlike left-to- right language model + pre-training, the MLM ob- jective enables the representation to fuse the + left and the right context, which allows us to pre- train a deep + bidirectional Transformer. In addi- tion to the masked language model, we + also use a \u201cnext sentence prediction\u201d task that jointly pre- + trains text-pair representations. The contributions of our paper are as + follows: \u2022 We demonstrate the importance of bidirectional + pre-training for language representations. Un- like Radford et al. (2018), + which uses unidirec- tional language models for pre-training, BERT uses + masked language models to enable pre- trained deep bidirectional + representations. This is also in contrast to Peters et al. (2018a), which + uses a shallow concatenation of independently trained left-to-right and + right-to-left LMs. \u2022 We show that pre-trained representations reduce + the need for many heavily-engineered task- speci\ufb01c architectures. + BERT is the \ufb01rst \ufb01ne- tuning based representation model that + achieves state-of-the-art performance on a large suite of sentence-level + andtoken-level tasks, outper- forming many task-speci\ufb01c + architectures. \u2022 BERT advances the state of the art for eleven NLP + tasks. The code and pre-trained mod- els are available at + https:\/\/github.com\/ google-research\/bert . 2 Related Work There is a + long history of pre-training general lan- guage representations, and we + brie\ufb02y review the most widely-used approaches in this section. 2.1 + Unsupervised Feature-based Approaches Learning widely applicable + representations of words has been an active area of research for decades, + including non-neural (Brown et al., 1992; Ando and Zhang, 2005; Blitzer et + al., 2006) and neural (Mikolov et al., 2013; Pennington et al., 2014) + methods. Pre-trained word embeddings are an integral part of modern NLP + systems, of- fering signi\ufb01cant improvements over embeddings learned + from scratch (Turian et al., 2010). To pre- train word embedding vectors, + left-to-right lan- guage modeling objectives have been used (Mnih and + Hinton, 2009), as well as objectives to dis- criminate correct from + incorrect words in left and right context (Mikolov et al., 2013).These + approaches have been generalized to coarser granularities, such as + sentence embed- dings (Kiros et al., 2015; Logeswaran and Lee, 2018) or + paragraph embeddings (Le and Mikolov, 2014). "]' + ground_truth: + type: string + default: The document mentions multiple language representation models, so it is + unclear which one is being referred to as \"new\". Can you provide more + specific information or context? +outputs: + ragas_scores: + type: string + reference: ${calculate_rag_metrics.output} +nodes: +- name: calculate_rag_metrics + type: python + source: + type: code + path: calculate_rag_metrics.py + inputs: + connection: azure_open_ai_connection_2 + chat_deployment_name: mahdi-gpt-35-turbo + embedding_deployment_name: text-embedding-ada-002 + question: ${inputs.question} + answer: ${inputs.question} + ground_truth: ${inputs.ground_truth} + context: ${inputs.context} +- name: aggregate + type: python + source: + type: code + path: aggregate.py + inputs: + ragas_scores: ${calculate_rag_metrics.output} + aggregation: true diff --git a/prompt-flow-project/eval-flows/eval-ragas/requirements.txt b/prompt-flow-project/eval-flows/eval-ragas/requirements.txt new file mode 100644 index 0000000..6908291 --- /dev/null +++ b/prompt-flow-project/eval-flows/eval-ragas/requirements.txt @@ -0,0 +1,3 @@ +promptflow +promptflow-tools +ragas \ No newline at end of file diff --git a/prompt-flow-project/output.txt b/prompt-flow-project/output.txt new file mode 100644 index 0000000..e196f26 --- /dev/null +++ b/prompt-flow-project/output.txt @@ -0,0 +1,134235 @@ ++----+----------------+----------------+------------------+--------------+ +| | inputs.quest | inputs.answe | inputs.context | outputs.gr | +| | ion | r | | oundedness | ++====+================+================+==================+==============+ +| 0 | Why is the | If a | Content: Jump | 8 | +| | customer | customer is | to: Overview | | | +| | charged | disputing in | Key Terms | | | +| | roaming | ternational | Roaming | | +| | charges | roaming | Restrictions | | | +| | while in the | charges | Investigating | | +| | US and not | while in the | Fringe Roaming | | +| | Canada? | U.S. near | Charges | | +| | | the Canada | Overview | | +| | | or Mexico | Accidental and | | +| | | border, make | fringe roaming | | +| | | sure to | occurs where | | +| | | verify each | coverage by two | | +| | | line item in | cellular | | +| | | question. | companies in | | +| | | These | different | | +| | | charges are | countries | | +| | | based on | overlap. Contoso | | +| | | voice, data, | customers | | +| | | and | living or | | +| | | messaging | traveling near | | +| | | usage. If | a U.S. border | | +| | | the customer | can unknowingly | | +| | | has a legacy | use | | +| | | rate plan | international | | +| | | that doesn't | roaming | | +| | | include | partners' | | +| | | roaming in | networks. | | +| | | the billed | This is common | | +| | | country, and | where U.S. | | +| | | Canada or | borders Canada | | +| | | Mexico | and Mexico. | | +| | | Border SIDs | Most fringe | | +| | | served the | roaming billing | | +| | | calls, the | issues occur if | | +| | | calls need | a customer has | | +| | | to be rated | a retired | | +| | | as home | legacy rate | | +| | | usage for | plan that does | | +| | | all rate | not include | | +| | | plans. If | Canada or | | +| | | the usage | Mexico. | | +| | | was before | Upgrading to a | | +| | | the | current Contoso | | +| | | effective | Mobile Share or | | +| | | date, issue | Contoso Unlimited | | +| | | a credit or | rate plan will | | +| | | an | resolve the | | +| | | adjustment | majority of | | +| | | for the | fringe roaming | | +| | | usage. If | billing issues | | +| | | the usage | in Canada or | | +| | | was after | Mexico. See | | +| | | the | Mobile Sales | | +| | | effective | Tool (MST) for | | +| | | date, submit | current plans. | | +| | | a case to | Since current | | +| | | report the | Contoso rate plans | | +| | | billing | include Canada | | +| | | error and | or Mexico | | +| | | include the | roaming, usages | | +| | | necessary | on the border | | +| | | information | should rate | | +| | | (CTN, BAN, | from home | | +| | | call date, | plans. Contoso | | +| | | serving SID, | Mobile Share | | +| | | serving | Plus for | | +| | | carrier, | Business Plans. | | +| | | rate code, | For additional | | +| | | radio access | information, | | +| | | type, eCGI). | see Travel In | | +| | | If other | Mexico and | | +| | | Canada or | Canada Without | | +| | | Mexico SIDs | Roaming Charges | | +| | | served the | / No Usage | | +| | | calls, the | Restrictions. | | +| | | calls were | If a rate plan | | +| | | billed at | change is not | | +| | | the | possible, | | +| | | applicable i | credit or | | +| | | nternational | adjustment | | +| | | rate | requests for | | +| | | according to | border usage | | +| | | the active | should be | | +| | | features on | thoroughly | | +| | | the account. | reviewed and | | +| | | These are | investigated. | | +| | | valid intern | Fringe roaming | | +| | | ational | in countries | | +| | | roaming | outside the | | +| | | charges. | continental | | +| | | (Source: | U.S. are not | | +| | | context) | included in | | +| | | | fringe roaming | | +| | | | processes. | | +| | | | Roaming charges | | +| | | | in the Gulf of | | +| | | | Mexico are | | +| | | | domestic | | +| | | | charges. Key | | +| | | | Terms Term | | +| | | | Definition | | +| | | | System | | +| | | | Identifiers | | +| | | | (SIDs) SIDs | | +| | | | identify the | | +| | | | cellular | | +| | | | provider and | | +| | | | where voice | | +| | | | usage took | | +| | | | place. SIDs | | +| | | | are displayed | | +| | | | in Telegence. | | +| | | | VoLTE, WiFi | | +| | | | voice, SMS, MMS | | +| | | | and data usage | | +| | | | locatoins | | +| | | | cannot be | | +| | | | determined by | | +| | | | SIDs. Engage | | +| | | | MI60 or SMART | | +| | | | Chat to | | +| | | | identify the | | +| | | | SIDs under bill | | +| | | | details in | | +| | | | Telegence. | | +| | | | Border SID List | | +| | | | List of Canada | | +| | | | and Mexico SIDs | | +| | | | identified as | | +| | | | border. | | +| | | | Cellular voice | | +| | | | usage on these | | +| | | | SIDs | | +| | | | automatically | | +| | | | rates from the | | +| | | | home rate plan. | | +| | | | Border SIDs do | | +| | | | not apply to | | +| | | | VoLTE, WiFi | | +| | | | calling, SMS, | | +| | | | MMS, or data | | +| | | | usage. Dummy | | +| | | | SID List List | | +| | | | of Canada and | | +| | | | Mexico SIDs | | +| | | | which were | | +| | | | created | | +| | | | internally for | | +| | | | bill | | +| | | | presentation | | +| | | | only. Dummy | | +| | | | SIDs are | | +| | | | generated by | | +| | | | Telegence to | | +| | | | identify a | | +| | | | roaming | | +| | | | operator’s | | +| | | | country. It | | +| | | | does not | | +| | | | indicate the | | +| | | | customer’s | | +| | | | physical | | +| | | | location within | | +| | | | that country. | | +| | | | Dummy SIDs are | | +| | | | used for data | | +| | | | usage rating. | | +| | | | Known Fringe | | +| | | | Roaming | | +| | | | Customer A | | +| | | | customer who | | +| | | | has received or | | +| | | | continues to | | +| | | | receive credits | | +| | | | for fringe | | +| | | | roaming | | +| | | | charges. | | +| | | | Messaging | | +| | | | Border SOC A | | +| | | | restricted SOC | | +| | | | which rates | | +| | | | text messaging | | +| | | | (SMS) or | | +| | | | multimedia | | +| | | | messaging (MMS) | | +| | | | usage for known | | +| | | | fringe roaming | | +| | | | customers. | | +| | | | Only available | | +| | | | in specific | | +| | | | submarkets | | +| | | | known for | | +| | | | network | | +| | | | overlap. Must | | +| | | | be accompanied | | +| | | | by the correct | | +| | | | domestic | | +| | | | messaging SOC. | | +| | | | Roaming | | +| | | | Restrictions | | +| | | | If a customer | | +| | | | requests a | | +| | | | roaming | | +| | | | restriction to | | +| | | | ensure Canada | | +| | | | or Mexico | | +| | | | networks cannot | | +| | | | be used, they | | +| | | | may be | | +| | | | provisioned | | +| | | | with the NIRM | | +| | | | SOC. NIRM - | | +| | | | International | | +| | | | Roaming Block: | | +| | | | Provisioning is | | +| | | | restricted to | | +| | | | manager level | | +| | | | and above. | | +| | | | Collections - | | +| | | | Transfer to CS- | | +| | | | ATS for | | +| | | | assistance with | | +| | | | adding NIRM. | | +| | | | Restricts line | | +| | | | of service to | | +| | | | domestic U.S., | | +| | | | Puerto Rico and | | +| | | | U.S. Virgin | | +| | | | Island (USVI) | | +| | | | use only. Does | | +| | | | not block | | +| | | | roaming in Gulf | | +| | | | of Mexico | | +| | | | Roaming. Not | | +| | | | available on | | +| | | | legacy price | | +| | | | plans. | | +| | | | Customers must | | +| | | | move to a | | +| | | | current Contoso | | +| | | | rate plan to | | +| | | | add NIRM. | | +| | | | Roaming profile | | +| | | | in Torch is | | +| | | | NATL_NOCANMEX. | | +| | | | Any IR SOC | | +| | | | added after | | +| | | | NIRM will | | +| | | | change the | | +| | | | roaming profile | | +| | | | back to INTL or | | +| | | | INTL_PC100. | | +| | | | Investigating | | +| | | | Fringe Roaming | | +| | | | Charges If a | | +| | | | customer is | | +| | | | disputing | | +| | | | international | | +| | | | roaming charges | | +| | | | while in the | | +| | | | U.S. near the | | +| | | | Canada or | | +| | | | Mexico border, | | +| | | | thoroughly | | +| | | | investigate | | +| | | | each line item | | +| | | | in question. | | +| | | | Voice If Then | | +| | | | Customer has | | +| | | | either: An | | +| | | | Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico. Contoso | | +| | | | Unlimited rate | | +| | | | plan that | | +| | | | includes Canada | | +| | | | and Mexico. | | +| | | | And, their | | +| | | | voice usage in | | +| | | | the included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming. | | +| | | | Determine if | | +| | | | the usage | | +| | | | occurred prior | | +| | | | to the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan. If | | +| | | | usage occurred | | +| | | | prior to | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage. If | | +| | | | usage occurred | | +| | | | after effective | | +| | | | date, submit a | | +| | | | Clarify ticket | | +| | | | to report the | | +| | | | billing error | | +| | | | and include the | | +| | | | below | | +| | | | information: | | +| | | | CTN BAN Call | | +| | | | Date Serving | | +| | | | SID Serving | | +| | | | Carrier Rate | | +| | | | Code (example: | | +| | | | INC100100, | | +| | | | IRP70VOC, SD | | +| | | | Source: | | +| | | | Content: Key | | +| | | | terms Roaming | | +| | | | restrictions | | +| | | | Investigating | | +| | | | fringe roaming | | +| | | | charges ¶ | | +| | | | Overview¶ ¶ | | +| | | | Accidental and | | +| | | | fringe roaming | | +| | | | applies to the | | +| | | | customer if | | +| | | | they use their | | +| | | | phone where the | | +| | | | coverage by two | | +| | | | cellular | | +| | | | companies | | +| | | | overlap in | | +| | | | different | | +| | | | countries.¶ ¶ | | +| | | | Contoso customers | | +| | | | who live or | | +| | | | travel near a | | +| | | | U.S. border may | | +| | | | unknowingly use | | +| | | | the | | +| | | | international | | +| | | | roaming | | +| | | | partners' | | +| | | | network. ¶ | | +| | | | This is common | | +| | | | for places in | | +| | | | the U.S near | | +| | | | the Canada and | | +| | | | Mexico | | +| | | | borders.¶ Most | | +| | | | customers | | +| | | | experience | | +| | | | fringe roaming | | +| | | | billing issues | | +| | | | if they have a | | +| | | | retired legacy | | +| | | | rate plan that | | +| | | | doesn't include | | +| | | | Canada or | | +| | | | Mexico.¶ See | | +| | | | the Retired | | +| | | | Contoso Mobile | | +| | | | Share Plus | | +| | | | plans | | +| | | | (Consumer) | | +| | | | (link not | | +| | | | available to | | +| | | | Contoso Business | | +| | | | Solutions, BCSS | | +| | | | - FirstNet, CS | | +| | | | - | | +| | | | Affiliate/PAC, | | +| | | | Digital & | | +| | | | Online Support, | | +| | | | Broadband Tech | | +| | | | Support, | | +| | | | GEM/Gov. | | +| | | | Solutions, Home | | +| | | | Solutions - Tel | | +| | | | co/Specialty, | | +| | | | HQ, IIOT - | | +| | | | Reseller, Video | | +| | | | Back Office, | | +| | | | Narrowband Tech | | +| | | | Support, Small | | +| | | | Business Sales, | | +| | | | Unified | | +| | | | Collections, | | +| | | | U-verse - ART, | | +| | | | and Wired | | +| | | | Solution | | +| | | | Providers) to | | +| | | | understand if | | +| | | | the rate plan | | +| | | | includes | | +| | | | roaming in | | +| | | | Canada or | | +| | | | Mexcio.¶ Most | | +| | | | fringe billing | | +| | | | issues in | | +| | | | Canada or | | +| | | | Mexico can be | | +| | | | resolved if the | | +| | | | customer | | +| | | | upgrades to a | | +| | | | current Contoso | | +| | | | Mobile Share | | +| | | | plan or Contoso | | +| | | | Unlimited rate | | +| | | | plan.¶ See the | | +| | | | Mobile Sales | | +| | | | Tool (MST) for | | +| | | | current plans.¶ | | +| | | | The customer's | | +| | | | phone usage on | | +| | | | the border | | +| | | | needs to have | | +| | | | the same rate | | +| | | | as their | | +| | | | domestic phone | | +| | | | plan.¶ The | | +| | | | current Contoso | | +| | | | rate plans | | +| | | | include roaming | | +| | | | for Canada or | | +| | | | Mexico.¶ Make | | +| | | | sure to | | +| | | | carefully | | +| | | | review credit | | +| | | | or adjustment | | +| | | | requests for | | +| | | | border usage if | | +| | | | a rate plan | | +| | | | change is not | | +| | | | possible. | | +| | | | Fringe roaming | | +| | | | in countries | | +| | | | outside the | | +| | | | continental | | +| | | | U.S. aren't | | +| | | | included in the | | +| | | | fringe roaming | | +| | | | processes. | | +| | | | Roaming charges | | +| | | | in the Gulf of | | +| | | | Mexico are | | +| | | | considered | | +| | | | domestic | | +| | | | charges. See | | +| | | | Gulf of Mexico | | +| | | | roaming (link | | +| | | | not available | | +| | | | to Broadband - | | +| | | | Tech | | +| | | | Support/Sales | | +| | | | Service & | | +| | | | Loyalty, Home | | +| | | | Solutions - Tel | | +| | | | co/Specialty, | | +| | | | HQ, Liberty, | | +| | | | Narrowband Tech | | +| | | | Support, | | +| | | | Unified | | +| | | | Collections, | | +| | | | and U-verse - | | +| | | | ART) for more | | +| | | | details. See | | +| | | | Travel In | | +| | | | Mexico and | | +| | | | Canada without | | +| | | | roaming charges | | +| | | | / No usage | | +| | | | restrictions | | +| | | | (link not | | +| | | | available to | | +| | | | Broadband Tech | | +| | | | Support, HQ, | | +| | | | IIOT Reseller, | | +| | | | Narrowband Tech | | +| | | | Support, and | | +| | | | Wired Solution | | +| | | | Providers) for | | +| | | | more | | +| | | | information on | | +| | | | using your plan | | +| | | | in Mexico and | | +| | | | Canada. Contoso | | +| | | | PREPAID | | +| | | | international | | +| | | | roaming (link | | +| | | | not available | | +| | | | to Contoso | | +| | | | Business | | +| | | | Solutions, BCSS | | +| | | | FirstNet, | | +| | | | Digital & | | +| | | | Online Support, | | +| | | | Broadband Tech | | +| | | | Support, | | +| | | | GEM/Government | | +| | | | Solutions, Home | | +| | | | Solutions - Tel | | +| | | | co/Specialty, | | +| | | | HQ, IIOT | | +| | | | Reseller, Video | | +| | | | Back Office, | | +| | | | Multiproduct | | +| | | | Service, | | +| | | | Mobility | | +| | | | Collections, | | +| | | | Narrowband Tech | | +| | | | Support, Small | | +| | | | Business Sales, | | +| | | | Unified | | +| | | | Collections, | | +| | | | U-verse ART, | | +| | | | and Wired | | +| | | | Solution | | +| | | | Providers) for | | +| | | | more details. | | +| | | | ¶ Key terms | | +| | | | ¶ ¶ ¶ TermDe | | +| | | | finitionSystem | | +| | | | identifiers | | +| | | | (SIDs)¶ SIDs | | +| | | | identify the | | +| | | | cellular | | +| | | | provider and | | +| | | | where the voice | | +| | | | usage took | | +| | | | place.SIDs are | | +| | | | displayed in Te | | +| | | | legence.Engage | | +| | | | MI60 (manager | | +| | | | in 60 seconds) | | +| | | | or SMART Chat | | +| | | | to identify the | | +| | | | SIDs under bill | | +| | | | details in | | +| | | | Telegence.¶ | | +| | | | Border SID | | +| | | | list¶ This is | | +| | | | a list of | | +| | | | Canada and | | +| | | | Mexico SIDs | | +| | | | that are | | +| | | | identified as | | +| | | | border SIDs.¶ | | +| | | | The cellular | | +| | | | voice usage on | | +| | | | these SIDs are | | +| | | | automatically | | +| | | | billed on the | | +| | | | home rate | | +| | | | plan.¶ The | | +| | | | Border SIDs do | | +| | | | not apply to | | +| | | | voice over LTE | | +| | | | (VoLTE), WiFi | | +| | | | calling, text | | +| | | | messaging | | +| | | | (SMS), | | +| | | | multimedia | | +| | | | messaging | | +| | | | service (MMS), | | +| | | | or data usage.¶ | | +| | | | Dummy SID list¶ | | +| | | | This is a list | | +| | | | of Canada and | | +| | | | Mexico SIDs | | +| | | | which were | | +| | | | created | | +| | | | internally to | | +| | | | present in the | | +| | | | bills | | +| | | | only.Telegence | | +| | | | generates Dummy | | +| | | | SIDs to | | +| | | | identify a | | +| | | | roaming | | +| | | | operator’s | | +| | | | country.¶ It | | +| | | | doesn't | | +| | | | indicate the | | +| | | | customer’s | | +| | | | physical | | +| | | | location within | | +| | | | that country.¶ | | +| | | | Dummy SIDs are | | +| | | | used for data | | +| | | | usage rating.¶ | | +| | | | Known fringe | | +| | | | roaming | | +| | | | customer¶ A | | +| | | | customer who | | +| | | | has received or | | +| | | | continues to | | +| | | | receive credits | | +| | | | for fringe | | +| | | | roaming | | +| | | | charges.¶ | | +| | | | Messaging | | +| | | | border service | | +| | | | order code | | +| | | | (SOC)¶ A | | +| | | | restricted SOC | | +| | | | which rates SMS | | +| | | | or MMS usage | | +| | | | for known | | +| | | | fringe roaming | | +| | | | customers.It is | | +| | | | only available | | +| | | | in specific | | +| | | | submarkets | | +| | | | known for | | +| | | | network | | +| | | | overlap.It must | | +| | | | be accompanied | | +| | | | by the correct | | +| | | | domestic | | +| | | | messaging SOC.¶ | | +| | | | ¶ ¶ ¶ ¶ | | +| | | | Roaming | | +| | | | restrictions ¶ | | +| | | | ¶ ¶ If a | | +| | | | customer | | +| | | | requests a | | +| | | | roaming | | +| | | | restriction to | | +| | | | make sure they | | +| | | | can't use | | +| | | | Canada or | | +| | | | Mexico | | +| | | | networks, you | | +| | | | may provision | | +| | | | their account | | +| | | | with the NIRM | | +| | | | SOC.¶ ¶ The | | +| | | | NIRM SOC serves | | +| | | | as an | | +| | | | international | | +| | | | roaming block | | +| | | | with these | | +| | | | features: ¶ ¶ | | +| | | | Source: | | +| | | | Content: area | | +| | | | as well; | | +| | | | however, the | | +| | | | Roaming Data | | +| | | | Detail shows | | +| | | | the customer in | | +| | | | Alberta or | | +| | | | Saskatchewan | | +| | | | areas of | | +| | | | Canada.The | | +| | | | customer is | | +| | | | being charged | | +| | | | for usage in | | +| | | | Canada, Mexico, | | +| | | | or the USVI, | | +| | | | but did not | | +| | | | leave the | | +| | | | countrySee | | +| | | | Accidental and | | +| | | | Fringe | | +| | | | International | | +| | | | Border | | +| | | | Roaming.Delayed | | +| | | | Usage Appearing | | +| | | | on Current | | +| | | | Statement¶ | | +| | | | Explain that | | +| | | | Contoso has 60 | | +| | | | days to | | +| | | | populate data | | +| | | | use in the | | +| | | | billing system. | | +| | | | As soon as the | | +| | | | data use is | | +| | | | made available, | | +| | | | the billing | | +| | | | system updates. | | +| | | | Delays may | | +| | | | occur due to | | +| | | | the following:¶ | | +| | | | ¶ Billing | | +| | | | records from | | +| | | | internal or | | +| | | | external | | +| | | | carriers are | | +| | | | delayed in | | +| | | | reaching the | | +| | | | billing | | +| | | | system.Usage | | +| | | | that included | | +| | | | system errors | | +| | | | has been | | +| | | | corrected and | | +| | | | successfully | | +| | | | recycled within | | +| | | | the allowed | | +| | | | time frame.¶ ¶ | | +| | | | For PPU | | +| | | | subscribers: | | +| | | | Explain the | | +| | | | usage charges | | +| | | | are valid, just | | +| | | | delayed up to | | +| | | | 60 days. The | | +| | | | reason the bill | | +| | | | looks higher is | | +| | | | it includes the | | +| | | | previous | | +| | | | month's | | +| | | | activity.¶ ¶ | | +| | | | For package | | +| | | | subscribers:¶ | | +| | | | ¶ Determine if | | +| | | | the data | | +| | | | allowance / | | +| | | | bucket exceeded | | +| | | | due to the | | +| | | | delayed date | | +| | | | usage from a | | +| | | | previous bill | | +| | | | period.Review | | +| | | | the previous | | +| | | | bill period in | | +| | | | which the data | | +| | | | was used to | | +| | | | determine if | | +| | | | the data allowa | | +| | | | nce/bucket was | | +| | | | exceeded:¶ If | | +| | | | yes, no | | +| | | | adjustments are | | +| | | | necessary.If | | +| | | | no, proceed to | | +| | | | the next step.¶ | | +| | | | Adjust any data | | +| | | | overage charges | | +| | | | billed as a | | +| | | | result of the | | +| | | | delayed | | +| | | | usage.For | | +| | | | additional | | +| | | | details, refer | | +| | | | to Delayed Call | | +| | | | and Data | | +| | | | Billing - | | +| | | | BCSS.¶ | | +| | | | Duplicate Text | | +| | | | or MMS¶ Review | | +| | | | the time of the | | +| | | | message, | | +| | | | including the | | +| | | | seconds:¶ | | +| | | | Telegence: | | +| | | | Access the | | +| | | | billed or | | +| | | | unbilled data. | | +| | | | Right click in | | +| | | | the Date Time | | +| | | | information, | | +| | | | select copy, | | +| | | | and paste the | | +| | | | information | | +| | | | into your memo. | | +| | | | This provides | | +| | | | the exact time, | | +| | | | including the | | +| | | | seconds.¶ If | | +| | | | the customer | | +| | | | sends a long | | +| | | | message or a | | +| | | | message to | | +| | | | multiple | | +| | | | recipients, | | +| | | | they see more | | +| | | | than one | | +| | | | entry:¶ For | | +| | | | more | | +| | | | information | | +| | | | regarding the | | +| | | | rules and | | +| | | | restrictions of | | +| | | | messaging, see | | +| | | | Text Messaging | | +| | | | in the Related | | +| | | | Links.*¶ ¶ | | +| | | | None of the | | +| | | | above¶ | | +| | | | Complete all of | | +| | | | these steps:¶ | | +| | | | ¶ Review | | +| | | | historical | | +| | | | usage.Ask the | | +| | | | customer if | | +| | | | they use Wi-Fi | | +| | | | when | | +| | | | available:¶ If | | +| | | | not, advise | | +| | | | that Wi-Fi is | | +| | | | an alternative | | +| | | | to using the | | +| | | | cellular | | +| | | | network and can | | +| | | | help control | | +| | | | costs. See Contoso | | +| | | | Wi-Fi FAQ (link | | +| | | | not accessible | | +| | | | to ASCS):¶ | | +| | | | Some items, | | +| | | | such as push | | +| | | | notifications | | +| | | | and MMS | | +| | | | messages, are | | +| | | | only delivered | | +| | | | over the | | +| | | | wireless | | +| | | | network.Data | | +| | | | sessions, such | | +| | | | as streaming | | +| | | | audio/video and | | +| | | | file downloads, | | +| | | | started on the | | +| | | | wireless | | +| | | | network may not | | +| | | | automatically | | +| | | | switch to a Wi- | | +| | | | Fi | | +| | | | networkDevices | | +| | | | may disconnect | | +| | | | from Wi-Fi when | | +| | | | in sleep | | +| | | | mode.Refer to | | +| | | | Data Usage | | +| | | | Billing While | | +| | | | Connected to | | +| | | | Mobile and Wi- | | +| | | | Fi Networks | | +| | | | (link not | | +| | | | accessible to | | +| | | | ASCS) for more | | +| | | | information and | | +| | | | settings to | | +| | | | check that may | | +| | | | keep the device | | +| | | | connected while | | +| | | | asleep.¶ ¶ | | +| | | | Ask the | | +| | | | customer if | | +| | | | they use Mobile | | +| | | | Hotspot on | | +| | | | their device to | | +| | | | allow other | | +| | | | devices to | | +| | | | connect to the | | +| | | | Internet:¶ If | | +| | | | so, advise that | | +| | | | data used by | | +| | | | other devices | | +| | | | while connected | | +| | | | to the | | +| | | | customer's | | +| | | | Mobile Hotspot | | +| | | | consume the | | +| | | | customer's | | +| | | | data.Refer to | | +| | | | Mobile | | +| | | | Hotspot.¶ If a | | +| | | | built-in or | | +| | | | recommended | | +| | | | data monitoring | | +| | | | application is | | +| | | | available on | | +| | | | their device, | | +| | | | walk the | | +| | | | customer | | +| | | | through using | | +| | | | the app to | | +| | | | determine which | | +| | | | application(s) | | +| | | | or process(es) | | +| | | | are using large | | +| | | | amounts of | | +| | | | data:¶ If no | | +| | | | monitoring app | | +| | | | is available, | | +| | | | determine when | | +| | | | the highest | | +| | | | amount of data | | +| | | | was used, and | | +| | | | ask the | | +| | | | customer what | | +| | | | type of | | +| | | | activity | | +| | | | occurred at the | | +| | | | time, e.g., | | +| | | | streamed video | | +| | | | from YouTube or | | +| | | | Netflix, | | +| | | | streamed audio | | +| | | | from Pandora, | | +| | | | Spotify or | | +| | | | iTunes Music, | | +| | | | used | | +| | | | navigation, | | +| | | | etc.See High | | +| | | | Data Usage | | +| | | | Activities | | +| | | | section.¶ Help | | +| | | | the customer | | +| | | | determine if | | +| | | | the | | +| | | | application(s) | | +| | | | have | | +| | | | configurable | | +| | | | settings that | | +| | | | reduces the | | +| | | | amount of data | | +| | | | used while not | | +| | | | on Wi-Fi, such | | +| | | | as Facebook's | | +| | | | Auto-Play | | +| | | | (mentioned | | +| | | | above), iCloud | | +| | | | backup, or the | | +| | | | Google Play | | +| | | | Store auto | | +| | | | update | | +| | | | feature:¶ If | | +| | | | individual | | +| | | | applications do | | +| | | | not have | | +| | | | settings to | | +| | | | change the data | | +| | | | usage, the data | | +| | | | monitoring app | | +| | | | may provide an | | +| | | | option to | | +| | | | restrict | | +| | | | background | | +| | | | usage so the | | +| | | | application is | | +| | | | only allowed to | | +| | | | use data while | | +| | | | the application | | +| | | | is open and in | | +| | | | use, or while | | +| | | | on Wi-Fi.¶ | | +| | | | Explain the | | +| | | | usage is valid | | +| | | | and educate the | | +| | | | customer on | | +| | | | self-service | | +| | | | options.Educate | | +| | | | the customer on | | +| | | | the option of | | +| | | | changing their | | +| | | | rate plan to | | +| | | | increase their | | +| | | | data | | +| | | | allotment.If | | +| | | | the error or | | +| | | | dispute shows | | +| | | | only in the | | +| | | | unbilled usage | | +| | | | for a | | +| | | | line/account, | | +| | | | set a | | +| | | | commitment to | | +| | | | review the | | +| | | | usage when it | | +| | | | bills to an | | +| | | | invoice.In your | | +| | | | account note, | | +| | | | include the | | +| | | | following:¶ | | +| | | | What you | | +| | | | educated the | | +| | | | customer onAny | | +| | | | decisions made | | +| | | | regarding a | | +| | | | rate plan | | +| | | | changeAny other | | +| | | | action that you | | +| | | | took on the | | +| | | | call¶ ¶ ¶ ¶ | | +| | | | ¶ ¶ Customer | | +| | | | is due a credit | | +| | | | or demands a | | +| | | | credit:¶ ¶ | | +| | | | Source: | | +| | | | Content: . | | +| | | | Refer them to | | +| | | | their sales | | +| | | | account manager | | +| | | | for further | | +| | | | assistance. | | +| | | | BMC specialists | | +| | | | are required to | | +| | | | assist with | | +| | | | questions on | | +| | | | International | | +| | | | Device | | +| | | | Frequency, | | +| | | | Compatibility, | | +| | | | and Coverage. | | +| | | | Refer to the | | +| | | | Wireless Travel | | +| | | | Guide to find: | | +| | | | A list of | | +| | | | countries and | | +| | | | offers | | +| | | | Available | | +| | | | services and | | +| | | | technology | | +| | | | Information on | | +| | | | HD Voice | | +| | | | Information on | | +| | | | domestic rate | | +| | | | plan coverage | | +| | | | Back to Top | | +| | | | Additional | | +| | | | Resources Bill | | +| | | | Inquiry | | +| | | | International | | +| | | | Roaming Bill | | +| | | | Inquiry - BCSS | | +| | | | Customer | | +| | | | Notifications | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Data Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Text Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Voice Usage | | +| | | | Device How | | +| | | | to Use Your | | +| | | | Phone Outside | | +| | | | of the U.S. - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS Expired | | +| | | | International | | +| | | | Roaming Offers | | +| | | | CRU can still | | +| | | | add in business | | +| | | | channels only.  | | +| | | | For more see | | +| | | | World Traveler | | +| | | | Per Minute | | +| | | | Rate. Gulf | | +| | | | of Mexico | | +| | | | Roaming | | +| | | | International | | +| | | | Day Pass | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide Contoso | | +| | | | Coverage Viewer | | +| | | | Enter the | | +| | | | destination | | +| | | | address, ZIP | | +| | | | code, country, | | +| | | | or landmark in | | +| | | | the search | | +| | | | field.  Select | | +| | | | Wireless | | +| | | | Coverage Type > | | +| | | | International | | +| | | | >Voice, Data, | | +| | | | or Discount | | +| | | | Data > | | +| | | |  Search.  | | +| | | | Google Map | | +| | | | International | | +| | | | Services FAQ | | +| | | | PPU - | | +| | | | International | | +| | | | Data PPU | | +| | | | rates apply | | +| | | | when the | | +| | | | customer does | | +| | | | not have an OTC | | +| | | | or MRC Passport | | +| | | | package and | | +| | | | also apply when | | +| | | | outside the | | +| | | | countries that | | +| | | | the packages | | +| | | | cover. For a | | +| | | | list of | | +| | | | countries | | +| | | | covered by | | +| | | | these Passport | | +| | | | packages, see a | | +| | | | tt.com/globalco | | +| | | | untries. PPU | | +| | | | data rate in | | +| | | | all countries | | +| | | | (including | | +| | | | Canada) is | | +| | | | $0.002/KB | | +| | | | ($2.05/MB). | | +| | | | PPU data rate | | +| | | | for airlines is | | +| | | | $0.01/KB | | +| | | | ($10.24/MB). | | +| | | | PPU data rate | | +| | | | for cruise | | +| | | | ships is | | +| | | | $0.006/KB | | +| | | | ($6.14/MB). | | +| | | | PPU - | | +| | | | International | | +| | | | Talk & Text  | | +| | | | PPU Rates | | +| | | | Talk  Per | | +| | | | Minute Rate | | +| | | | Text Rate | | +| | | | Canada/Mexico | | +| | | | $1/minute | | +| | | | SMS sent - | | +| | | | $0.50  MMS | | +| | | | sent - $1.30  | | +| | | | SMS/MMS | | +| | | | received while | | +| | | | roaming is | | +| | | | charged at | | +| | | | domestic rates. | | +| | | | Europe | | +| | | | $2/minute | | +| | | | Rest of World | | +| | | | $3/minute | | +| | | | Airlines & | | +| | | | Cruise Ships | | +| | | | $3/minute Back | | +| | | | to Top Source: | | +| | | | Content: | | +| | | | Restricts line | | +| | | | of service to | | +| | | | domestic U.S., | | +| | | | Puerto Rico and | | +| | | | U.S. Virgin | | +| | | | Island (USVI) | | +| | | | use only.¶ ¶ | | +| | | | Doesn't block | | +| | | | roaming in Gulf | | +| | | | of Mexico | | +| | | | roaming (this | | +| | | | link isn't | | +| | | | available to HQ | | +| | | | and Unified Col | | +| | | | lections).Not | | +| | | | available on | | +| | | | legacy price | | +| | | | plans. Advise | | +| | | | customers to | | +| | | | upgrade to a | | +| | | | current Contoso | | +| | | | rate plan to | | +| | | | add the NIRM | | +| | | | SOC.The roaming | | +| | | | profile in | | +| | | | Torch is NATL_N | | +| | | | OCANMEX.Any IR | | +| | | | SOC added after | | +| | | | NIRM will | | +| | | | change the | | +| | | | roaming profile | | +| | | | back to INTL or | | +| | | | INTL_PC100.¶ ¶ | | +| | | | ¶ Exclusion¶ | | +| | | | ¶ Provisioning | | +| | | | of the NIRM SOC | | +| | | | is available to | | +| | | | the manager | | +| | | | level and | | +| | | | above.¶ For | | +| | | | Collections, | | +| | | | transfer to | | +| | | | customer | | +| | | | service | | +| | | | advanced | | +| | | | technical | | +| | | | support (CS- | | +| | | | ATS) for | | +| | | | assistance with | | +| | | | adding NIRM.¶ | | +| | | | ¶ For a | | +| | | | complete list | | +| | | | of NIRM SOCs | | +| | | | and | | +| | | | descriptions, | | +| | | | see the | | +| | | | International | | +| | | | dialing, | | +| | | | roaming | | +| | | | restrictions, | | +| | | | and data roam | | +| | | | controls (link | | +| | | | not available | | +| | | | to Digital & | | +| | | | Online Support, | | +| | | | Broadband - | | +| | | | Tech | | +| | | | Support/Sales | | +| | | | Service & | | +| | | | Loyalty, HQ, | | +| | | | Narrowband Tech | | +| | | | Support, and | | +| | | | U-verse ART). | | +| | | | ¶ | | +| | | | Investigating | | +| | | | fringe roaming | | +| | | | charges ¶ ¶ | | +| | | | If a customer | | +| | | | is disputing | | +| | | | international | | +| | | | roaming charges | | +| | | | while in the | | +| | | | U.S. near the | | +| | | | Canada or | | +| | | | Mexico border, | | +| | | | make sure to | | +| | | | verify each | | +| | | | line item in | | +| | | | question. | | +| | | | These charges | | +| | | | are based on | | +| | | | voice, data, | | +| | | | and messaging | | +| | | | usage. Voice¶ | | +| | | | ¶ If Then ¶ | | +| | | | A customer has | | +| | | | either:¶ ¶ An | | +| | | | Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico.Contoso | | +| | | | Unlimited rate | | +| | | | plan that | | +| | | | includes Canada | | +| | | | and Mexico.And | | +| | | | their voice | | +| | | | usage in the | | +| | | | included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming.¶ ¶ | | +| | | | Verify if the | | +| | | | usage was | | +| | | | before the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan.¶ If the | | +| | | | usage was | | +| | | | before the | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage.If | | +| | | | the usage was | | +| | | | after the | | +| | | | effective date, | | +| | | | submit a case | | +| | | | to report the | | +| | | | billing error | | +| | | | and include | | +| | | | the:¶ ¶ CTN | | +| | | | (customer | | +| | | | telephone | | +| | | | number)BAN | | +| | | | (billing | | +| | | | account | | +| | | | number)Call | | +| | | | dateServing | | +| | | | SIDServing | | +| | | | carrierRate | | +| | | | code (Examples: | | +| | | | INC100100, | | +| | | | IRP70VOC, | | +| | | | SDDVRP, | | +| | | | WIFICall)Radio | | +| | | | access typeE- | | +| | | | TRAN cell | | +| | | | global | | +| | | | identifier | | +| | | | (eCGI)See | | +| | | | Customer | | +| | | | Central - Case | | +| | | | Management for | | +| | | | instructions on | | +| | | | submitting a | | +| | | | case.¶ ¶ ¶ ¶ | | +| | | | ¶ ¶ ¶ If a | | +| | | | customer has a | | +| | | | legacy rate | | +| | | | plan that | | +| | | | doesn't include | | +| | | | roaming in the | | +| | | | billed country, | | +| | | | and Canada or | | +| | | | Mexico Border | | +| | | | SIDs served the | | +| | | | calls, see the | | +| | | | Canada/Mexico | | +| | | | border SID | | +| | | | list.¶ ¶ ¶ | | +| | | | ¶ Border SID | | +| | | | calls need to | | +| | | | be rated as | | +| | | | home usage for | | +| | | | all rate | | +| | | | plans.If the | | +| | | | usage was | | +| | | | before the | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage.If | | +| | | | the usage was | | +| | | | after the | | +| | | | effective date, | | +| | | | submit a case | | +| | | | to report the | | +| | | | billing error | | +| | | | and include | | +| | | | the:¶ ¶ | | +| | | | CTNBANCall | | +| | | | dateServing | | +| | | | SIDServing | | +| | | | carrierRate | | +| | | | code (Examples: | | +| | | | INC100100, | | +| | | | IRP70VOC, | | +| | | | SDDVRP, | | +| | | | WIFICall)Radio | | +| | | | access | | +| | | | typeeCGISee | | +| | | | Customer | | +| | | | Central - Case | | +| | | | Management for | | +| | | | instructions on | | +| | | | submitting a | | +| | | | case.¶ ¶ ¶ | | +| | | | If other Canada | | +| | | | or Mexico SIDs | | +| | | | served the | | +| | | | calls. ¶ The | | +| | | | calls were | | +| | | | billed at the | | +| | | | applicable | | +| | | | international | | +| | | | rate according | | +| | | | to the active | | +| | | | features on the | | +| | | | account.These | | +| | | | are valid | | +| | | | international | | +| | | | roaming | | +| | | | charges. Don't | | +| | | | credited or | | +| | | | adjust these | | +| | | | charges.If a | | +| | | | rerate would | | +| | | | lower charges | | +| | | | and benefit the | | +| | | | customer, add, | | +| | | | and rerate to | | +| | | | the | | +| | | | International | | +| | | | Day Pass for | | +| | | | legacy Contoso | | +| | | | Mobile Share | | +| | | | and Contoso | | +| | | | Unlimited | | +| | | | customers.If | | +| | | | the customer | | +| | | | requests or | | +| | | | agrees, add the | | +| | | | NIRM SOC to | | +| | | | avoid future | | +| | | | international | | +| | | | roaming in | | +| | | | Canada or | | +| | | | Mexico.¶ Data¶ | | +| | | | ¶ Canada and | | +| | | | Mexico dummy | | +| | | | SIDs are:¶ ¶ | | +| | | | 85199 85270 | | +| | | | 85271 85291 | | +| | | | 85380 85095 | | +| | | | 85096 If Then | | +| | | | ¶ A customer | | +| | | | has either:¶ ¶ | | +| | | | An Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico.An Contoso | | +| | | | Unlimited rate | | +| | | | plan that | | +| | | | includes Canada | | +| | | | and Mexico.And | | +| | | | their data | | +| | | | usage in the | | +| | | | included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming.¶ ¶ | | +| | | | Verify if the | | +| | | | customer used | | +| | | | their data | | +| | | | before the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan.¶ If the | | +| | | | usage was | | +| | | | before the | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage.If | | +| | | | the usage was | | +| | | | after the | | +| | | | effective date, | | +| | | | submit a case | | +| | | | to report the | | +| | | | billing error | | +| | | | and include | | +| | | | the:¶ ¶ | | +| | | | CTNBANRoaming | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 1 | Why is the | If a | Content: Jump | 8 | +| | customer | customer is | to: Overview | | | +| | charged | disputing in | Key Terms | | | +| | roaming | ternational | Roaming | | +| | charges | roaming | Restrictions | | | +| | while in the | charges | Investigating | | +| | US and not | while in the | Fringe Roaming | | +| | Mexico? | U.S. near | Charges | | +| | | the Canada | Overview | | +| | | or Mexico | Accidental and | | +| | | border, | fringe roaming | | +| | | thoroughly | occurs where | | +| | | investigate | coverage by two | | +| | | each line | cellular | | +| | | item in | companies in | | +| | | question. | different | | +| | | Most | countries | | +| | | customers | overlap. Contoso | | +| | | experience | customers | | +| | | fringe | living or | | +| | | roaming | traveling near | | +| | | billing | a U.S. border | | +| | | issues if | can unknowingly | | +| | | they have a | use | | +| | | retired | international | | +| | | legacy rate | roaming | | +| | | plan that | partners' | | +| | | doesn't | networks. | | +| | | include | This is common | | +| | | Canada or | where U.S. | | +| | | Mexico. | borders Canada | | +| | | Upgrading to | and Mexico. | | +| | | a current | Most fringe | | +| | | Contoso Mobile | roaming billing | | +| | | Share or | issues occur if | | +| | | Contoso | a customer has | | +| | | Unlimited | a retired | | +| | | rate plan | legacy rate | | +| | | will resolve | plan that does | | +| | | the majority | not include | | +| | | of fringe | Canada or | | +| | | roaming | Mexico. | | +| | | billing | Upgrading to a | | +| | | issues in | current Contoso | | +| | | Canada or | Mobile Share or | | +| | | Mexico. | Contoso Unlimited | | +| | | (Source: | rate plan will | | +| | | context) | resolve the | | +| | | | majority of | | +| | | | fringe roaming | | +| | | | billing issues | | +| | | | in Canada or | | +| | | | Mexico. See | | +| | | | Mobile Sales | | +| | | | Tool (MST) for | | +| | | | current plans. | | +| | | | Since current | | +| | | | Contoso rate plans | | +| | | | include Canada | | +| | | | or Mexico | | +| | | | roaming, usages | | +| | | | on the border | | +| | | | should rate | | +| | | | from home | | +| | | | plans. Contoso | | +| | | | Mobile Share | | +| | | | Plus for | | +| | | | Business Plans. | | +| | | | For additional | | +| | | | information, | | +| | | | see Travel In | | +| | | | Mexico and | | +| | | | Canada Without | | +| | | | Roaming Charges | | +| | | | / No Usage | | +| | | | Restrictions. | | +| | | | If a rate plan | | +| | | | change is not | | +| | | | possible, | | +| | | | credit or | | +| | | | adjustment | | +| | | | requests for | | +| | | | border usage | | +| | | | should be | | +| | | | thoroughly | | +| | | | reviewed and | | +| | | | investigated. | | +| | | | Fringe roaming | | +| | | | in countries | | +| | | | outside the | | +| | | | continental | | +| | | | U.S. are not | | +| | | | included in | | +| | | | fringe roaming | | +| | | | processes. | | +| | | | Roaming charges | | +| | | | in the Gulf of | | +| | | | Mexico are | | +| | | | domestic | | +| | | | charges. Key | | +| | | | Terms Term | | +| | | | Definition | | +| | | | System | | +| | | | Identifiers | | +| | | | (SIDs) SIDs | | +| | | | identify the | | +| | | | cellular | | +| | | | provider and | | +| | | | where voice | | +| | | | usage took | | +| | | | place. SIDs | | +| | | | are displayed | | +| | | | in Telegence. | | +| | | | VoLTE, WiFi | | +| | | | voice, SMS, MMS | | +| | | | and data usage | | +| | | | locatoins | | +| | | | cannot be | | +| | | | determined by | | +| | | | SIDs. Engage | | +| | | | MI60 or SMART | | +| | | | Chat to | | +| | | | identify the | | +| | | | SIDs under bill | | +| | | | details in | | +| | | | Telegence. | | +| | | | Border SID List | | +| | | | List of Canada | | +| | | | and Mexico SIDs | | +| | | | identified as | | +| | | | border. | | +| | | | Cellular voice | | +| | | | usage on these | | +| | | | SIDs | | +| | | | automatically | | +| | | | rates from the | | +| | | | home rate plan. | | +| | | | Border SIDs do | | +| | | | not apply to | | +| | | | VoLTE, WiFi | | +| | | | calling, SMS, | | +| | | | MMS, or data | | +| | | | usage. Dummy | | +| | | | SID List List | | +| | | | of Canada and | | +| | | | Mexico SIDs | | +| | | | which were | | +| | | | created | | +| | | | internally for | | +| | | | bill | | +| | | | presentation | | +| | | | only. Dummy | | +| | | | SIDs are | | +| | | | generated by | | +| | | | Telegence to | | +| | | | identify a | | +| | | | roaming | | +| | | | operator’s | | +| | | | country. It | | +| | | | does not | | +| | | | indicate the | | +| | | | customer’s | | +| | | | physical | | +| | | | location within | | +| | | | that country. | | +| | | | Dummy SIDs are | | +| | | | used for data | | +| | | | usage rating. | | +| | | | Known Fringe | | +| | | | Roaming | | +| | | | Customer A | | +| | | | customer who | | +| | | | has received or | | +| | | | continues to | | +| | | | receive credits | | +| | | | for fringe | | +| | | | roaming | | +| | | | charges. | | +| | | | Messaging | | +| | | | Border SOC A | | +| | | | restricted SOC | | +| | | | which rates | | +| | | | text messaging | | +| | | | (SMS) or | | +| | | | multimedia | | +| | | | messaging (MMS) | | +| | | | usage for known | | +| | | | fringe roaming | | +| | | | customers. | | +| | | | Only available | | +| | | | in specific | | +| | | | submarkets | | +| | | | known for | | +| | | | network | | +| | | | overlap. Must | | +| | | | be accompanied | | +| | | | by the correct | | +| | | | domestic | | +| | | | messaging SOC. | | +| | | | Roaming | | +| | | | Restrictions | | +| | | | If a customer | | +| | | | requests a | | +| | | | roaming | | +| | | | restriction to | | +| | | | ensure Canada | | +| | | | or Mexico | | +| | | | networks cannot | | +| | | | be used, they | | +| | | | may be | | +| | | | provisioned | | +| | | | with the NIRM | | +| | | | SOC. NIRM - | | +| | | | International | | +| | | | Roaming Block: | | +| | | | Provisioning is | | +| | | | restricted to | | +| | | | manager level | | +| | | | and above. | | +| | | | Collections - | | +| | | | Transfer to CS- | | +| | | | ATS for | | +| | | | assistance with | | +| | | | adding NIRM. | | +| | | | Restricts line | | +| | | | of service to | | +| | | | domestic U.S., | | +| | | | Puerto Rico and | | +| | | | U.S. Virgin | | +| | | | Island (USVI) | | +| | | | use only. Does | | +| | | | not block | | +| | | | roaming in Gulf | | +| | | | of Mexico | | +| | | | Roaming. Not | | +| | | | available on | | +| | | | legacy price | | +| | | | plans. | | +| | | | Customers must | | +| | | | move to a | | +| | | | current Contoso | | +| | | | rate plan to | | +| | | | add NIRM. | | +| | | | Roaming profile | | +| | | | in Torch is | | +| | | | NATL_NOCANMEX. | | +| | | | Any IR SOC | | +| | | | added after | | +| | | | NIRM will | | +| | | | change the | | +| | | | roaming profile | | +| | | | back to INTL or | | +| | | | INTL_PC100. | | +| | | | Investigating | | +| | | | Fringe Roaming | | +| | | | Charges If a | | +| | | | customer is | | +| | | | disputing | | +| | | | international | | +| | | | roaming charges | | +| | | | while in the | | +| | | | U.S. near the | | +| | | | Canada or | | +| | | | Mexico border, | | +| | | | thoroughly | | +| | | | investigate | | +| | | | each line item | | +| | | | in question. | | +| | | | Voice If Then | | +| | | | Customer has | | +| | | | either: An | | +| | | | Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico. Contoso | | +| | | | Unlimited rate | | +| | | | plan that | | +| | | | includes Canada | | +| | | | and Mexico. | | +| | | | And, their | | +| | | | voice usage in | | +| | | | the included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming. | | +| | | | Determine if | | +| | | | the usage | | +| | | | occurred prior | | +| | | | to the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan. If | | +| | | | usage occurred | | +| | | | prior to | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage. If | | +| | | | usage occurred | | +| | | | after effective | | +| | | | date, submit a | | +| | | | Clarify ticket | | +| | | | to report the | | +| | | | billing error | | +| | | | and include the | | +| | | | below | | +| | | | information: | | +| | | | CTN BAN Call | | +| | | | Date Serving | | +| | | | SID Serving | | +| | | | Carrier Rate | | +| | | | Code (example: | | +| | | | INC100100, | | +| | | | IRP70VOC, SD | | +| | | | Source: | | +| | | | Content: Key | | +| | | | terms Roaming | | +| | | | restrictions | | +| | | | Investigating | | +| | | | fringe roaming | | +| | | | charges ¶ | | +| | | | Overview¶ ¶ | | +| | | | Accidental and | | +| | | | fringe roaming | | +| | | | applies to the | | +| | | | customer if | | +| | | | they use their | | +| | | | phone where the | | +| | | | coverage by two | | +| | | | cellular | | +| | | | companies | | +| | | | overlap in | | +| | | | different | | +| | | | countries.¶ ¶ | | +| | | | Contoso customers | | +| | | | who live or | | +| | | | travel near a | | +| | | | U.S. border may | | +| | | | unknowingly use | | +| | | | the | | +| | | | international | | +| | | | roaming | | +| | | | partners' | | +| | | | network. ¶ | | +| | | | This is common | | +| | | | for places in | | +| | | | the U.S near | | +| | | | the Canada and | | +| | | | Mexico | | +| | | | borders.¶ Most | | +| | | | customers | | +| | | | experience | | +| | | | fringe roaming | | +| | | | billing issues | | +| | | | if they have a | | +| | | | retired legacy | | +| | | | rate plan that | | +| | | | doesn't include | | +| | | | Canada or | | +| | | | Mexico.¶ See | | +| | | | the Retired | | +| | | | Contoso Mobile | | +| | | | Share Plus | | +| | | | plans | | +| | | | (Consumer) | | +| | | | (link not | | +| | | | available to | | +| | | | Contoso Business | | +| | | | Solutions, BCSS | | +| | | | - FirstNet, CS | | +| | | | - | | +| | | | Affiliate/PAC, | | +| | | | Digital & | | +| | | | Online Support, | | +| | | | Broadband Tech | | +| | | | Support, | | +| | | | GEM/Gov. | | +| | | | Solutions, Home | | +| | | | Solutions - Tel | | +| | | | co/Specialty, | | +| | | | HQ, IIOT - | | +| | | | Reseller, Video | | +| | | | Back Office, | | +| | | | Narrowband Tech | | +| | | | Support, Small | | +| | | | Business Sales, | | +| | | | Unified | | +| | | | Collections, | | +| | | | U-verse - ART, | | +| | | | and Wired | | +| | | | Solution | | +| | | | Providers) to | | +| | | | understand if | | +| | | | the rate plan | | +| | | | includes | | +| | | | roaming in | | +| | | | Canada or | | +| | | | Mexcio.¶ Most | | +| | | | fringe billing | | +| | | | issues in | | +| | | | Canada or | | +| | | | Mexico can be | | +| | | | resolved if the | | +| | | | customer | | +| | | | upgrades to a | | +| | | | current Contoso | | +| | | | Mobile Share | | +| | | | plan or Contoso | | +| | | | Unlimited rate | | +| | | | plan.¶ See the | | +| | | | Mobile Sales | | +| | | | Tool (MST) for | | +| | | | current plans.¶ | | +| | | | The customer's | | +| | | | phone usage on | | +| | | | the border | | +| | | | needs to have | | +| | | | the same rate | | +| | | | as their | | +| | | | domestic phone | | +| | | | plan.¶ The | | +| | | | current Contoso | | +| | | | rate plans | | +| | | | include roaming | | +| | | | for Canada or | | +| | | | Mexico.¶ Make | | +| | | | sure to | | +| | | | carefully | | +| | | | review credit | | +| | | | or adjustment | | +| | | | requests for | | +| | | | border usage if | | +| | | | a rate plan | | +| | | | change is not | | +| | | | possible. | | +| | | | Fringe roaming | | +| | | | in countries | | +| | | | outside the | | +| | | | continental | | +| | | | U.S. aren't | | +| | | | included in the | | +| | | | fringe roaming | | +| | | | processes. | | +| | | | Roaming charges | | +| | | | in the Gulf of | | +| | | | Mexico are | | +| | | | considered | | +| | | | domestic | | +| | | | charges. See | | +| | | | Gulf of Mexico | | +| | | | roaming (link | | +| | | | not available | | +| | | | to Broadband - | | +| | | | Tech | | +| | | | Support/Sales | | +| | | | Service & | | +| | | | Loyalty, Home | | +| | | | Solutions - Tel | | +| | | | co/Specialty, | | +| | | | HQ, Liberty, | | +| | | | Narrowband Tech | | +| | | | Support, | | +| | | | Unified | | +| | | | Collections, | | +| | | | and U-verse - | | +| | | | ART) for more | | +| | | | details. See | | +| | | | Travel In | | +| | | | Mexico and | | +| | | | Canada without | | +| | | | roaming charges | | +| | | | / No usage | | +| | | | restrictions | | +| | | | (link not | | +| | | | available to | | +| | | | Broadband Tech | | +| | | | Support, HQ, | | +| | | | IIOT Reseller, | | +| | | | Narrowband Tech | | +| | | | Support, and | | +| | | | Wired Solution | | +| | | | Providers) for | | +| | | | more | | +| | | | information on | | +| | | | using your plan | | +| | | | in Mexico and | | +| | | | Canada. Contoso | | +| | | | PREPAID | | +| | | | international | | +| | | | roaming (link | | +| | | | not available | | +| | | | to Contoso | | +| | | | Business | | +| | | | Solutions, BCSS | | +| | | | FirstNet, | | +| | | | Digital & | | +| | | | Online Support, | | +| | | | Broadband Tech | | +| | | | Support, | | +| | | | GEM/Government | | +| | | | Solutions, Home | | +| | | | Solutions - Tel | | +| | | | co/Specialty, | | +| | | | HQ, IIOT | | +| | | | Reseller, Video | | +| | | | Back Office, | | +| | | | Multiproduct | | +| | | | Service, | | +| | | | Mobility | | +| | | | Collections, | | +| | | | Narrowband Tech | | +| | | | Support, Small | | +| | | | Business Sales, | | +| | | | Unified | | +| | | | Collections, | | +| | | | U-verse ART, | | +| | | | and Wired | | +| | | | Solution | | +| | | | Providers) for | | +| | | | more details. | | +| | | | ¶ Key terms | | +| | | | ¶ ¶ ¶ TermDe | | +| | | | finitionSystem | | +| | | | identifiers | | +| | | | (SIDs)¶ SIDs | | +| | | | identify the | | +| | | | cellular | | +| | | | provider and | | +| | | | where the voice | | +| | | | usage took | | +| | | | place.SIDs are | | +| | | | displayed in Te | | +| | | | legence.Engage | | +| | | | MI60 (manager | | +| | | | in 60 seconds) | | +| | | | or SMART Chat | | +| | | | to identify the | | +| | | | SIDs under bill | | +| | | | details in | | +| | | | Telegence.¶ | | +| | | | Border SID | | +| | | | list¶ This is | | +| | | | a list of | | +| | | | Canada and | | +| | | | Mexico SIDs | | +| | | | that are | | +| | | | identified as | | +| | | | border SIDs.¶ | | +| | | | The cellular | | +| | | | voice usage on | | +| | | | these SIDs are | | +| | | | automatically | | +| | | | billed on the | | +| | | | home rate | | +| | | | plan.¶ The | | +| | | | Border SIDs do | | +| | | | not apply to | | +| | | | voice over LTE | | +| | | | (VoLTE), WiFi | | +| | | | calling, text | | +| | | | messaging | | +| | | | (SMS), | | +| | | | multimedia | | +| | | | messaging | | +| | | | service (MMS), | | +| | | | or data usage.¶ | | +| | | | Dummy SID list¶ | | +| | | | This is a list | | +| | | | of Canada and | | +| | | | Mexico SIDs | | +| | | | which were | | +| | | | created | | +| | | | internally to | | +| | | | present in the | | +| | | | bills | | +| | | | only.Telegence | | +| | | | generates Dummy | | +| | | | SIDs to | | +| | | | identify a | | +| | | | roaming | | +| | | | operator’s | | +| | | | country.¶ It | | +| | | | doesn't | | +| | | | indicate the | | +| | | | customer’s | | +| | | | physical | | +| | | | location within | | +| | | | that country.¶ | | +| | | | Dummy SIDs are | | +| | | | used for data | | +| | | | usage rating.¶ | | +| | | | Known fringe | | +| | | | roaming | | +| | | | customer¶ A | | +| | | | customer who | | +| | | | has received or | | +| | | | continues to | | +| | | | receive credits | | +| | | | for fringe | | +| | | | roaming | | +| | | | charges.¶ | | +| | | | Messaging | | +| | | | border service | | +| | | | order code | | +| | | | (SOC)¶ A | | +| | | | restricted SOC | | +| | | | which rates SMS | | +| | | | or MMS usage | | +| | | | for known | | +| | | | fringe roaming | | +| | | | customers.It is | | +| | | | only available | | +| | | | in specific | | +| | | | submarkets | | +| | | | known for | | +| | | | network | | +| | | | overlap.It must | | +| | | | be accompanied | | +| | | | by the correct | | +| | | | domestic | | +| | | | messaging SOC.¶ | | +| | | | ¶ ¶ ¶ ¶ | | +| | | | Roaming | | +| | | | restrictions ¶ | | +| | | | ¶ ¶ If a | | +| | | | customer | | +| | | | requests a | | +| | | | roaming | | +| | | | restriction to | | +| | | | make sure they | | +| | | | can't use | | +| | | | Canada or | | +| | | | Mexico | | +| | | | networks, you | | +| | | | may provision | | +| | | | their account | | +| | | | with the NIRM | | +| | | | SOC.¶ ¶ The | | +| | | | NIRM SOC serves | | +| | | | as an | | +| | | | international | | +| | | | roaming block | | +| | | | with these | | +| | | | features: ¶ ¶ | | +| | | | Source: | | +| | | | Content: | | +| | | | Restricts line | | +| | | | of service to | | +| | | | domestic U.S., | | +| | | | Puerto Rico and | | +| | | | U.S. Virgin | | +| | | | Island (USVI) | | +| | | | use only.¶ ¶ | | +| | | | Doesn't block | | +| | | | roaming in Gulf | | +| | | | of Mexico | | +| | | | roaming (this | | +| | | | link isn't | | +| | | | available to HQ | | +| | | | and Unified Col | | +| | | | lections).Not | | +| | | | available on | | +| | | | legacy price | | +| | | | plans. Advise | | +| | | | customers to | | +| | | | upgrade to a | | +| | | | current Contoso | | +| | | | rate plan to | | +| | | | add the NIRM | | +| | | | SOC.The roaming | | +| | | | profile in | | +| | | | Torch is NATL_N | | +| | | | OCANMEX.Any IR | | +| | | | SOC added after | | +| | | | NIRM will | | +| | | | change the | | +| | | | roaming profile | | +| | | | back to INTL or | | +| | | | INTL_PC100.¶ ¶ | | +| | | | ¶ Exclusion¶ | | +| | | | ¶ Provisioning | | +| | | | of the NIRM SOC | | +| | | | is available to | | +| | | | the manager | | +| | | | level and | | +| | | | above.¶ For | | +| | | | Collections, | | +| | | | transfer to | | +| | | | customer | | +| | | | service | | +| | | | advanced | | +| | | | technical | | +| | | | support (CS- | | +| | | | ATS) for | | +| | | | assistance with | | +| | | | adding NIRM.¶ | | +| | | | ¶ For a | | +| | | | complete list | | +| | | | of NIRM SOCs | | +| | | | and | | +| | | | descriptions, | | +| | | | see the | | +| | | | International | | +| | | | dialing, | | +| | | | roaming | | +| | | | restrictions, | | +| | | | and data roam | | +| | | | controls (link | | +| | | | not available | | +| | | | to Digital & | | +| | | | Online Support, | | +| | | | Broadband - | | +| | | | Tech | | +| | | | Support/Sales | | +| | | | Service & | | +| | | | Loyalty, HQ, | | +| | | | Narrowband Tech | | +| | | | Support, and | | +| | | | U-verse ART). | | +| | | | ¶ | | +| | | | Investigating | | +| | | | fringe roaming | | +| | | | charges ¶ ¶ | | +| | | | If a customer | | +| | | | is disputing | | +| | | | international | | +| | | | roaming charges | | +| | | | while in the | | +| | | | U.S. near the | | +| | | | Canada or | | +| | | | Mexico border, | | +| | | | make sure to | | +| | | | verify each | | +| | | | line item in | | +| | | | question. | | +| | | | These charges | | +| | | | are based on | | +| | | | voice, data, | | +| | | | and messaging | | +| | | | usage. Voice¶ | | +| | | | ¶ If Then ¶ | | +| | | | A customer has | | +| | | | either:¶ ¶ An | | +| | | | Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico.Contoso | | +| | | | Unlimited rate | | +| | | | plan that | | +| | | | includes Canada | | +| | | | and Mexico.And | | +| | | | their voice | | +| | | | usage in the | | +| | | | included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming.¶ ¶ | | +| | | | Verify if the | | +| | | | usage was | | +| | | | before the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan.¶ If the | | +| | | | usage was | | +| | | | before the | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage.If | | +| | | | the usage was | | +| | | | after the | | +| | | | effective date, | | +| | | | submit a case | | +| | | | to report the | | +| | | | billing error | | +| | | | and include | | +| | | | the:¶ ¶ CTN | | +| | | | (customer | | +| | | | telephone | | +| | | | number)BAN | | +| | | | (billing | | +| | | | account | | +| | | | number)Call | | +| | | | dateServing | | +| | | | SIDServing | | +| | | | carrierRate | | +| | | | code (Examples: | | +| | | | INC100100, | | +| | | | IRP70VOC, | | +| | | | SDDVRP, | | +| | | | WIFICall)Radio | | +| | | | access typeE- | | +| | | | TRAN cell | | +| | | | global | | +| | | | identifier | | +| | | | (eCGI)See | | +| | | | Customer | | +| | | | Central - Case | | +| | | | Management for | | +| | | | instructions on | | +| | | | submitting a | | +| | | | case.¶ ¶ ¶ ¶ | | +| | | | ¶ ¶ ¶ If a | | +| | | | customer has a | | +| | | | legacy rate | | +| | | | plan that | | +| | | | doesn't include | | +| | | | roaming in the | | +| | | | billed country, | | +| | | | and Canada or | | +| | | | Mexico Border | | +| | | | SIDs served the | | +| | | | calls, see the | | +| | | | Canada/Mexico | | +| | | | border SID | | +| | | | list.¶ ¶ ¶ | | +| | | | ¶ Border SID | | +| | | | calls need to | | +| | | | be rated as | | +| | | | home usage for | | +| | | | all rate | | +| | | | plans.If the | | +| | | | usage was | | +| | | | before the | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage.If | | +| | | | the usage was | | +| | | | after the | | +| | | | effective date, | | +| | | | submit a case | | +| | | | to report the | | +| | | | billing error | | +| | | | and include | | +| | | | the:¶ ¶ | | +| | | | CTNBANCall | | +| | | | dateServing | | +| | | | SIDServing | | +| | | | carrierRate | | +| | | | code (Examples: | | +| | | | INC100100, | | +| | | | IRP70VOC, | | +| | | | SDDVRP, | | +| | | | WIFICall)Radio | | +| | | | access | | +| | | | typeeCGISee | | +| | | | Customer | | +| | | | Central - Case | | +| | | | Management for | | +| | | | instructions on | | +| | | | submitting a | | +| | | | case.¶ ¶ ¶ | | +| | | | If other Canada | | +| | | | or Mexico SIDs | | +| | | | served the | | +| | | | calls. ¶ The | | +| | | | calls were | | +| | | | billed at the | | +| | | | applicable | | +| | | | international | | +| | | | rate according | | +| | | | to the active | | +| | | | features on the | | +| | | | account.These | | +| | | | are valid | | +| | | | international | | +| | | | roaming | | +| | | | charges. Don't | | +| | | | credited or | | +| | | | adjust these | | +| | | | charges.If a | | +| | | | rerate would | | +| | | | lower charges | | +| | | | and benefit the | | +| | | | customer, add, | | +| | | | and rerate to | | +| | | | the | | +| | | | International | | +| | | | Day Pass for | | +| | | | legacy Contoso | | +| | | | Mobile Share | | +| | | | and Contoso | | +| | | | Unlimited | | +| | | | customers.If | | +| | | | the customer | | +| | | | requests or | | +| | | | agrees, add the | | +| | | | NIRM SOC to | | +| | | | avoid future | | +| | | | international | | +| | | | roaming in | | +| | | | Canada or | | +| | | | Mexico.¶ Data¶ | | +| | | | ¶ Canada and | | +| | | | Mexico dummy | | +| | | | SIDs are:¶ ¶ | | +| | | | 85199 85270 | | +| | | | 85271 85291 | | +| | | | 85380 85095 | | +| | | | 85096 If Then | | +| | | | ¶ A customer | | +| | | | has either:¶ ¶ | | +| | | | An Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico.An Contoso | | +| | | | Unlimited rate | | +| | | | plan that | | +| | | | includes Canada | | +| | | | and Mexico.And | | +| | | | their data | | +| | | | usage in the | | +| | | | included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming.¶ ¶ | | +| | | | Verify if the | | +| | | | customer used | | +| | | | their data | | +| | | | before the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan.¶ If the | | +| | | | usage was | | +| | | | before the | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage.If | | +| | | | the usage was | | +| | | | after the | | +| | | | effective date, | | +| | | | submit a case | | +| | | | to report the | | +| | | | billing error | | +| | | | and include | | +| | | | the:¶ ¶ | | +| | | | CTNBANRoaming | | +| | | | Source: | | +| | | | Content: DVRP, | | +| | | | WIFICall) | | +| | | | Radio Access | | +| | | | Type eCGI If | | +| | | | a customer has | | +| | | | a legacy rate | | +| | | | plan that does | | +| | | | not include | | +| | | | roaming in the | | +| | | | billed country, | | +| | | | and Canada or | | +| | | | Mexico Border | | +| | | | SIDs served the | | +| | | | calls, see | | +| | | | Canada/Mexico | | +| | | | Border SID | | +| | | | list. Border | | +| | | | SID calls | | +| | | | should be rated | | +| | | | as home usage | | +| | | | for all rate | | +| | | | plans. If | | +| | | | usage occurred | | +| | | | prior to | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage. If | | +| | | | usage occurred | | +| | | | after effective | | +| | | | date, submit a | | +| | | | Clarify ticket | | +| | | | to report the | | +| | | | billing error | | +| | | | and include the | | +| | | | below | | +| | | | information: | | +| | | | CTN BAN Call | | +| | | | Date Serving | | +| | | | SID Serving | | +| | | | Carrier Rate | | +| | | | Code (example: | | +| | | | INC100100, | | +| | | | IRP70VOC, | | +| | | | SDDVRP, | | +| | | | WIFICall) | | +| | | | Radio Access | | +| | | | Type eCGI If | | +| | | | other Canada or | | +| | | | Mexico SIDs | | +| | | | served the | | +| | | | calls. Calls | | +| | | | were billed at | | +| | | | the applicable | | +| | | | international | | +| | | | rate according | | +| | | | to active | | +| | | | features on the | | +| | | | account. These | | +| | | | are valid | | +| | | | international | | +| | | | roaming charges | | +| | | | and should not | | +| | | | be credited or | | +| | | | adjusted. If a | | +| | | | rerate would | | +| | | | lower charges | | +| | | | and benefit the | | +| | | | customer, add | | +| | | | and rerate to | | +| | | | International | | +| | | | Day Pass for | | +| | | | legacy Contoso | | +| | | | Mobile Share | | +| | | | and Contoso | | +| | | | Unlimited | | +| | | | customers. | | +| | | | Or, a Passport | | +| | | | package for | | +| | | | other legacy | | +| | | | rate plans. | | +| | | | If the customer | | +| | | | requests or | | +| | | | agrees, add | | +| | | | NIRM to avoid | | +| | | | future | | +| | | | international | | +| | | | roaming in | | +| | | | Canada or | | +| | | | Mexico. Data | | +| | | | Canada and | | +| | | | Mexico Dummy | | +| | | | SIDs: 85199, | | +| | | | 85270, 85271, | | +| | | | 85291, 85380, | | +| | | | 85095, and | | +| | | | 85096. If | | +| | | | Then Customer | | +| | | | has either: | | +| | | | An Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico. An | | +| | | | Contoso Unlimited | | +| | | | rate plan that | | +| | | | includes Canada | | +| | | | and Mexico. | | +| | | | And, their data | | +| | | | usage in the | | +| | | | included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming. | | +| | | | Determine if | | +| | | | the usage | | +| | | | occurred prior | | +| | | | to the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan. If | | +| | | | usage occurred | | +| | | | prior to | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage. If | | +| | | | usage occurred | | +| | | | after effective | | +| | | | date, submit a | | +| | | | Clarify ticket | | +| | | | to report the | | +| | | | billing error | | +| | | | and include the | | +| | | | below | | +| | | | information: | | +| | | | CTN BAN | | +| | | | Roaming | | +| | | | Indicator | | +| | | | Date/Time | | +| | | | Serving SID | | +| | | | Serving Carrier | | +| | | | Feature/Pricing | | +| | | | item (example: | | +| | | | MK12, GPRR, | | +| | | | MBRI) Customer | | +| | | | has a legacy | | +| | | | rate plan that | | +| | | | does not | | +| | | | include roaming | | +| | | | in the billed | | +| | | | country. | | +| | | | Compare the | | +| | | | dates/times | | +| | | | from data | | +| | | | sessions with | | +| | | | voice calls | | +| | | | placed or | | +| | | | received around | | +| | | | the same time. | | +| | | | If voice usage | | +| | | | indicates the | | +| | | | customer was | | +| | | | connected to an | | +| | | | Contoso SID or a | | +| | | | Border SID near | | +| | | | the time of the | | +| | | | data usage, | | +| | | | then adjust | | +| | | | international | | +| | | | roaming data | | +| | | | charges | | +| | | | associated with | | +| | | | the Dummy SID. | | +| | | | If the voice | | +| | | | usage indicates | | +| | | | the customer | | +| | | | was connected | | +| | | | to any other | | +| | | | Canada or | | +| | | | Mexico SID, | | +| | | | these are valid | | +| | | | international | | +| | | | roaming data | | +| | | | charges and | | +| | | | should not be | | +| | | | credited or | | +| | | | adjusted. If | | +| | | | the customer | | +| | | | would benefit | | +| | | | with lower | | +| | | | charges: Add | | +| | | | and rerate to | | +| | | | International | | +| | | | Day Pass for | | +| | | | legacy Contoso | | +| | | | Mobile Share | | +| | | | and Contoso | | +| | | | Unlimited | | +| | | | customers. Or, | | +| | | | a Passport | | +| | | | package for | | +| | | | other legacy | | +| | | | rate plans. | | +| | | | If the customer | | +| | | | requests or | | +| | | | agrees, add | | +| | | | NIRM to avoid | | +| | | | future | | +| | | | international | | +| | | | roaming in | | +| | | | Canada or | | +| | | | Mexico. | | +| | | | Messaging | | +| | | | BORDER SIDs | | +| | | | (voice) do not | | +| | | | apply to | | +| | | | messaging. | | +| | | | Dummy SIDs | | +| | | | (data) do not | | +| | | | apply to | | +| | | | messaging. | | +| | | | Customers are | | +| | | | not charged for | | +| | | | incoming | | +| | | | messages. If | | +| | | | Then Customer | | +| | | | has either: | | +| | | | An Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico. Contoso | | +| | | | Unlimited rate | | +| | | | plan that | | +| | | | includes Canada | | +| | | | and Mexico. | | +| | | | And, their | | +| | | | messaging usage | | +| | | | in the included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming. | | +| | | | Determine if | | +| | | | the usage | | +| | | | occurred prior | | +| | | | to the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan. If | | +| | | | usage occurred | | +| | | | prior to | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage. If | | +| | | | usage occurred | | +| | | | after effective | | +| | | | date, submit a | | +| | | | Clarify ticket | | +| | | | to report the | | +| | | | billing error | | +| | | | and include the | | +| | | | below | | +| | | | information: | | +| | | | CTN BAN | | +| | | | Roaming | | +| | | | Indicator | | +| | | | Date/Time | | +| | | | Serving SID | | +| | | | Serving Carrier | | +| | | | Feature/Pricing | | +| | | | item (example: | | +| | | | MK10, SMI, SMH, | | +| | | | MMI, MMH) | | +| | | | Customer has a | | +| | | | domestic | | +| | | | messaging | | +| | | | feature and a | | +| | | | messaging | | +| | | | border feature | | +| | | | on the account | | +| | | | that does not | | +| | | | correspond. | | +| | | | Customer could | | +| | | | be charged: | | +| | | | $.20/sms and | | +| | | | $.30/mms for | | +| | | | messages in the | | +| | | | U.S. to other | | +| | | | U.S. numbers. | | +| | | | $.25 Source: | | +| | | | Content: . | | +| | | | Refer them to | | +| | | | their sales | | +| | | | account manager | | +| | | | for further | | +| | | | assistance. | | +| | | | BMC specialists | | +| | | | are required to | | +| | | | assist with | | +| | | | questions on | | +| | | | International | | +| | | | Device | | +| | | | Frequency, | | +| | | | Compatibility, | | +| | | | and Coverage. | | +| | | | Refer to the | | +| | | | Wireless Travel | | +| | | | Guide to find: | | +| | | | A list of | | +| | | | countries and | | +| | | | offers | | +| | | | Available | | +| | | | services and | | +| | | | technology | | +| | | | Information on | | +| | | | HD Voice | | +| | | | Information on | | +| | | | domestic rate | | +| | | | plan coverage | | +| | | | Back to Top | | +| | | | Additional | | +| | | | Resources Bill | | +| | | | Inquiry | | +| | | | International | | +| | | | Roaming Bill | | +| | | | Inquiry - BCSS | | +| | | | Customer | | +| | | | Notifications | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Data Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Text Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Voice Usage | | +| | | | Device How | | +| | | | to Use Your | | +| | | | Phone Outside | | +| | | | of the U.S. - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS Expired | | +| | | | International | | +| | | | Roaming Offers | | +| | | | CRU can still | | +| | | | add in business | | +| | | | channels only.  | | +| | | | For more see | | +| | | | World Traveler | | +| | | | Per Minute | | +| | | | Rate. Gulf | | +| | | | of Mexico | | +| | | | Roaming | | +| | | | International | | +| | | | Day Pass | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide Contoso | | +| | | | Coverage Viewer | | +| | | | Enter the | | +| | | | destination | | +| | | | address, ZIP | | +| | | | code, country, | | +| | | | or landmark in | | +| | | | the search | | +| | | | field.  Select | | +| | | | Wireless | | +| | | | Coverage Type > | | +| | | | International | | +| | | | >Voice, Data, | | +| | | | or Discount | | +| | | | Data > | | +| | | |  Search.  | | +| | | | Google Map | | +| | | | International | | +| | | | Services FAQ | | +| | | | PPU - | | +| | | | International | | +| | | | Data PPU | | +| | | | rates apply | | +| | | | when the | | +| | | | customer does | | +| | | | not have an OTC | | +| | | | or MRC Passport | | +| | | | package and | | +| | | | also apply when | | +| | | | outside the | | +| | | | countries that | | +| | | | the packages | | +| | | | cover. For a | | +| | | | list of | | +| | | | countries | | +| | | | covered by | | +| | | | these Passport | | +| | | | packages, see a | | +| | | | tt.com/globalco | | +| | | | untries. PPU | | +| | | | data rate in | | +| | | | all countries | | +| | | | (including | | +| | | | Canada) is | | +| | | | $0.002/KB | | +| | | | ($2.05/MB). | | +| | | | PPU data rate | | +| | | | for airlines is | | +| | | | $0.01/KB | | +| | | | ($10.24/MB). | | +| | | | PPU data rate | | +| | | | for cruise | | +| | | | ships is | | +| | | | $0.006/KB | | +| | | | ($6.14/MB). | | +| | | | PPU - | | +| | | | International | | +| | | | Talk & Text  | | +| | | | PPU Rates | | +| | | | Talk  Per | | +| | | | Minute Rate | | +| | | | Text Rate | | +| | | | Canada/Mexico | | +| | | | $1/minute | | +| | | | SMS sent - | | +| | | | $0.50  MMS | | +| | | | sent - $1.30  | | +| | | | SMS/MMS | | +| | | | received while | | +| | | | roaming is | | +| | | | charged at | | +| | | | domestic rates. | | +| | | | Europe | | +| | | | $2/minute | | +| | | | Rest of World | | +| | | | $3/minute | | +| | | | Airlines & | | +| | | | Cruise Ships | | +| | | | $3/minute Back | | +| | | | to Top Source: | | ++----+----------------+----------------+------------------+--------------+ +| 2 | What should | If a | Content: Jump | 8 | +| | be done if a | customer has | to: Overview | | | +| | customer has | an Contoso | Key Terms | | | +| | an Contoso | Mobile Share | Roaming | | +| | Mobile Share | rate plan | Restrictions | | | +| | rate plan | that | Investigating | | +| | that | includes | Fringe Roaming | | +| | includes | Mexico and | Charges | | +| | Mexico and | their data | Overview | | +| | their data | usage in the | Accidental and | | +| | usage in the | included | fringe roaming | | +| | included | country was | occurs where | | +| | country was | billed as in | coverage by two | | +| | billed as in | ternational | cellular | | +| | ternational | roaming, you | companies in | | +| | roaming? | should | different | | +| | | determine if | countries | | +| | | the usage | overlap. Contoso | | +| | | occurred | customers | | +| | | prior to the | living or | | +| | | effective | traveling near | | +| | | date of the | a U.S. border | | +| | | rate plan. | can unknowingly | | +| | | If the usage | use | | +| | | occurred | international | | +| | | prior to the | roaming | | +| | | effective | partners' | | +| | | date, issue | networks. | | +| | | a credit or | This is common | | +| | | an | where U.S. | | +| | | adjustment | borders Canada | | +| | | for the | and Mexico. | | +| | | usage. If | Most fringe | | +| | | the usage | roaming billing | | +| | | occurred | issues occur if | | +| | | after the | a customer has | | +| | | effective | a retired | | +| | | date, you | legacy rate | | +| | | should | plan that does | | +| | | submit a | not include | | +| | | Clarify | Canada or | | +| | | ticket to | Mexico. | | +| | | report the | Upgrading to a | | +| | | billing | current Contoso | | +| | | error and | Mobile Share or | | +| | | include the | Contoso Unlimited | | +| | | necessary | rate plan will | | +| | | information | resolve the | | +| | | such as CTN, | majority of | | +| | | BAN, Roaming | fringe roaming | | +| | | Indicator, | billing issues | | +| | | Date/Time, | in Canada or | | +| | | Serving SID, | Mexico. See | | +| | | Serving | Mobile Sales | | +| | | Carrier, and | Tool (MST) for | | +| | | Feature/Pric | current plans. | | +| | | ing item. | Since current | | +| | | (Source: | Contoso rate plans | | +| | | context) | include Canada | | +| | | | or Mexico | | +| | | | roaming, usages | | +| | | | on the border | | +| | | | should rate | | +| | | | from home | | +| | | | plans. Contoso | | +| | | | Mobile Share | | +| | | | Plus for | | +| | | | Business Plans. | | +| | | | For additional | | +| | | | information, | | +| | | | see Travel In | | +| | | | Mexico and | | +| | | | Canada Without | | +| | | | Roaming Charges | | +| | | | / No Usage | | +| | | | Restrictions. | | +| | | | If a rate plan | | +| | | | change is not | | +| | | | possible, | | +| | | | credit or | | +| | | | adjustment | | +| | | | requests for | | +| | | | border usage | | +| | | | should be | | +| | | | thoroughly | | +| | | | reviewed and | | +| | | | investigated. | | +| | | | Fringe roaming | | +| | | | in countries | | +| | | | outside the | | +| | | | continental | | +| | | | U.S. are not | | +| | | | included in | | +| | | | fringe roaming | | +| | | | processes. | | +| | | | Roaming charges | | +| | | | in the Gulf of | | +| | | | Mexico are | | +| | | | domestic | | +| | | | charges. Key | | +| | | | Terms Term | | +| | | | Definition | | +| | | | System | | +| | | | Identifiers | | +| | | | (SIDs) SIDs | | +| | | | identify the | | +| | | | cellular | | +| | | | provider and | | +| | | | where voice | | +| | | | usage took | | +| | | | place. SIDs | | +| | | | are displayed | | +| | | | in Telegence. | | +| | | | VoLTE, WiFi | | +| | | | voice, SMS, MMS | | +| | | | and data usage | | +| | | | locatoins | | +| | | | cannot be | | +| | | | determined by | | +| | | | SIDs. Engage | | +| | | | MI60 or SMART | | +| | | | Chat to | | +| | | | identify the | | +| | | | SIDs under bill | | +| | | | details in | | +| | | | Telegence. | | +| | | | Border SID List | | +| | | | List of Canada | | +| | | | and Mexico SIDs | | +| | | | identified as | | +| | | | border. | | +| | | | Cellular voice | | +| | | | usage on these | | +| | | | SIDs | | +| | | | automatically | | +| | | | rates from the | | +| | | | home rate plan. | | +| | | | Border SIDs do | | +| | | | not apply to | | +| | | | VoLTE, WiFi | | +| | | | calling, SMS, | | +| | | | MMS, or data | | +| | | | usage. Dummy | | +| | | | SID List List | | +| | | | of Canada and | | +| | | | Mexico SIDs | | +| | | | which were | | +| | | | created | | +| | | | internally for | | +| | | | bill | | +| | | | presentation | | +| | | | only. Dummy | | +| | | | SIDs are | | +| | | | generated by | | +| | | | Telegence to | | +| | | | identify a | | +| | | | roaming | | +| | | | operator’s | | +| | | | country. It | | +| | | | does not | | +| | | | indicate the | | +| | | | customer’s | | +| | | | physical | | +| | | | location within | | +| | | | that country. | | +| | | | Dummy SIDs are | | +| | | | used for data | | +| | | | usage rating. | | +| | | | Known Fringe | | +| | | | Roaming | | +| | | | Customer A | | +| | | | customer who | | +| | | | has received or | | +| | | | continues to | | +| | | | receive credits | | +| | | | for fringe | | +| | | | roaming | | +| | | | charges. | | +| | | | Messaging | | +| | | | Border SOC A | | +| | | | restricted SOC | | +| | | | which rates | | +| | | | text messaging | | +| | | | (SMS) or | | +| | | | multimedia | | +| | | | messaging (MMS) | | +| | | | usage for known | | +| | | | fringe roaming | | +| | | | customers. | | +| | | | Only available | | +| | | | in specific | | +| | | | submarkets | | +| | | | known for | | +| | | | network | | +| | | | overlap. Must | | +| | | | be accompanied | | +| | | | by the correct | | +| | | | domestic | | +| | | | messaging SOC. | | +| | | | Roaming | | +| | | | Restrictions | | +| | | | If a customer | | +| | | | requests a | | +| | | | roaming | | +| | | | restriction to | | +| | | | ensure Canada | | +| | | | or Mexico | | +| | | | networks cannot | | +| | | | be used, they | | +| | | | may be | | +| | | | provisioned | | +| | | | with the NIRM | | +| | | | SOC. NIRM - | | +| | | | International | | +| | | | Roaming Block: | | +| | | | Provisioning is | | +| | | | restricted to | | +| | | | manager level | | +| | | | and above. | | +| | | | Collections - | | +| | | | Transfer to CS- | | +| | | | ATS for | | +| | | | assistance with | | +| | | | adding NIRM. | | +| | | | Restricts line | | +| | | | of service to | | +| | | | domestic U.S., | | +| | | | Puerto Rico and | | +| | | | U.S. Virgin | | +| | | | Island (USVI) | | +| | | | use only. Does | | +| | | | not block | | +| | | | roaming in Gulf | | +| | | | of Mexico | | +| | | | Roaming. Not | | +| | | | available on | | +| | | | legacy price | | +| | | | plans. | | +| | | | Customers must | | +| | | | move to a | | +| | | | current Contoso | | +| | | | rate plan to | | +| | | | add NIRM. | | +| | | | Roaming profile | | +| | | | in Torch is | | +| | | | NATL_NOCANMEX. | | +| | | | Any IR SOC | | +| | | | added after | | +| | | | NIRM will | | +| | | | change the | | +| | | | roaming profile | | +| | | | back to INTL or | | +| | | | INTL_PC100. | | +| | | | Investigating | | +| | | | Fringe Roaming | | +| | | | Charges If a | | +| | | | customer is | | +| | | | disputing | | +| | | | international | | +| | | | roaming charges | | +| | | | while in the | | +| | | | U.S. near the | | +| | | | Canada or | | +| | | | Mexico border, | | +| | | | thoroughly | | +| | | | investigate | | +| | | | each line item | | +| | | | in question. | | +| | | | Voice If Then | | +| | | | Customer has | | +| | | | either: An | | +| | | | Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico. Contoso | | +| | | | Unlimited rate | | +| | | | plan that | | +| | | | includes Canada | | +| | | | and Mexico. | | +| | | | And, their | | +| | | | voice usage in | | +| | | | the included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming. | | +| | | | Determine if | | +| | | | the usage | | +| | | | occurred prior | | +| | | | to the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan. If | | +| | | | usage occurred | | +| | | | prior to | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage. If | | +| | | | usage occurred | | +| | | | after effective | | +| | | | date, submit a | | +| | | | Clarify ticket | | +| | | | to report the | | +| | | | billing error | | +| | | | and include the | | +| | | | below | | +| | | | information: | | +| | | | CTN BAN Call | | +| | | | Date Serving | | +| | | | SID Serving | | +| | | | Carrier Rate | | +| | | | Code (example: | | +| | | | INC100100, | | +| | | | IRP70VOC, SD | | +| | | | Source: | | +| | | | Content: DVRP, | | +| | | | WIFICall) | | +| | | | Radio Access | | +| | | | Type eCGI If | | +| | | | a customer has | | +| | | | a legacy rate | | +| | | | plan that does | | +| | | | not include | | +| | | | roaming in the | | +| | | | billed country, | | +| | | | and Canada or | | +| | | | Mexico Border | | +| | | | SIDs served the | | +| | | | calls, see | | +| | | | Canada/Mexico | | +| | | | Border SID | | +| | | | list. Border | | +| | | | SID calls | | +| | | | should be rated | | +| | | | as home usage | | +| | | | for all rate | | +| | | | plans. If | | +| | | | usage occurred | | +| | | | prior to | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage. If | | +| | | | usage occurred | | +| | | | after effective | | +| | | | date, submit a | | +| | | | Clarify ticket | | +| | | | to report the | | +| | | | billing error | | +| | | | and include the | | +| | | | below | | +| | | | information: | | +| | | | CTN BAN Call | | +| | | | Date Serving | | +| | | | SID Serving | | +| | | | Carrier Rate | | +| | | | Code (example: | | +| | | | INC100100, | | +| | | | IRP70VOC, | | +| | | | SDDVRP, | | +| | | | WIFICall) | | +| | | | Radio Access | | +| | | | Type eCGI If | | +| | | | other Canada or | | +| | | | Mexico SIDs | | +| | | | served the | | +| | | | calls. Calls | | +| | | | were billed at | | +| | | | the applicable | | +| | | | international | | +| | | | rate according | | +| | | | to active | | +| | | | features on the | | +| | | | account. These | | +| | | | are valid | | +| | | | international | | +| | | | roaming charges | | +| | | | and should not | | +| | | | be credited or | | +| | | | adjusted. If a | | +| | | | rerate would | | +| | | | lower charges | | +| | | | and benefit the | | +| | | | customer, add | | +| | | | and rerate to | | +| | | | International | | +| | | | Day Pass for | | +| | | | legacy Contoso | | +| | | | Mobile Share | | +| | | | and Contoso | | +| | | | Unlimited | | +| | | | customers. | | +| | | | Or, a Passport | | +| | | | package for | | +| | | | other legacy | | +| | | | rate plans. | | +| | | | If the customer | | +| | | | requests or | | +| | | | agrees, add | | +| | | | NIRM to avoid | | +| | | | future | | +| | | | international | | +| | | | roaming in | | +| | | | Canada or | | +| | | | Mexico. Data | | +| | | | Canada and | | +| | | | Mexico Dummy | | +| | | | SIDs: 85199, | | +| | | | 85270, 85271, | | +| | | | 85291, 85380, | | +| | | | 85095, and | | +| | | | 85096. If | | +| | | | Then Customer | | +| | | | has either: | | +| | | | An Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico. An | | +| | | | Contoso Unlimited | | +| | | | rate plan that | | +| | | | includes Canada | | +| | | | and Mexico. | | +| | | | And, their data | | +| | | | usage in the | | +| | | | included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming. | | +| | | | Determine if | | +| | | | the usage | | +| | | | occurred prior | | +| | | | to the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan. If | | +| | | | usage occurred | | +| | | | prior to | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage. If | | +| | | | usage occurred | | +| | | | after effective | | +| | | | date, submit a | | +| | | | Clarify ticket | | +| | | | to report the | | +| | | | billing error | | +| | | | and include the | | +| | | | below | | +| | | | information: | | +| | | | CTN BAN | | +| | | | Roaming | | +| | | | Indicator | | +| | | | Date/Time | | +| | | | Serving SID | | +| | | | Serving Carrier | | +| | | | Feature/Pricing | | +| | | | item (example: | | +| | | | MK12, GPRR, | | +| | | | MBRI) Customer | | +| | | | has a legacy | | +| | | | rate plan that | | +| | | | does not | | +| | | | include roaming | | +| | | | in the billed | | +| | | | country. | | +| | | | Compare the | | +| | | | dates/times | | +| | | | from data | | +| | | | sessions with | | +| | | | voice calls | | +| | | | placed or | | +| | | | received around | | +| | | | the same time. | | +| | | | If voice usage | | +| | | | indicates the | | +| | | | customer was | | +| | | | connected to an | | +| | | | Contoso SID or a | | +| | | | Border SID near | | +| | | | the time of the | | +| | | | data usage, | | +| | | | then adjust | | +| | | | international | | +| | | | roaming data | | +| | | | charges | | +| | | | associated with | | +| | | | the Dummy SID. | | +| | | | If the voice | | +| | | | usage indicates | | +| | | | the customer | | +| | | | was connected | | +| | | | to any other | | +| | | | Canada or | | +| | | | Mexico SID, | | +| | | | these are valid | | +| | | | international | | +| | | | roaming data | | +| | | | charges and | | +| | | | should not be | | +| | | | credited or | | +| | | | adjusted. If | | +| | | | the customer | | +| | | | would benefit | | +| | | | with lower | | +| | | | charges: Add | | +| | | | and rerate to | | +| | | | International | | +| | | | Day Pass for | | +| | | | legacy Contoso | | +| | | | Mobile Share | | +| | | | and Contoso | | +| | | | Unlimited | | +| | | | customers. Or, | | +| | | | a Passport | | +| | | | package for | | +| | | | other legacy | | +| | | | rate plans. | | +| | | | If the customer | | +| | | | requests or | | +| | | | agrees, add | | +| | | | NIRM to avoid | | +| | | | future | | +| | | | international | | +| | | | roaming in | | +| | | | Canada or | | +| | | | Mexico. | | +| | | | Messaging | | +| | | | BORDER SIDs | | +| | | | (voice) do not | | +| | | | apply to | | +| | | | messaging. | | +| | | | Dummy SIDs | | +| | | | (data) do not | | +| | | | apply to | | +| | | | messaging. | | +| | | | Customers are | | +| | | | not charged for | | +| | | | incoming | | +| | | | messages. If | | +| | | | Then Customer | | +| | | | has either: | | +| | | | An Contoso Mobile | | +| | | | Share rate plan | | +| | | | that includes | | +| | | | Mexico. Contoso | | +| | | | Unlimited rate | | +| | | | plan that | | +| | | | includes Canada | | +| | | | and Mexico. | | +| | | | And, their | | +| | | | messaging usage | | +| | | | in the included | | +| | | | country was | | +| | | | billed as | | +| | | | international | | +| | | | roaming. | | +| | | | Determine if | | +| | | | the usage | | +| | | | occurred prior | | +| | | | to the | | +| | | | effective date | | +| | | | of the rate | | +| | | | plan. If | | +| | | | usage occurred | | +| | | | prior to | | +| | | | effective date, | | +| | | | issue a credit | | +| | | | or an | | +| | | | adjustment for | | +| | | | the usage. If | | +| | | | usage occurred | | +| | | | after effective | | +| | | | date, submit a | | +| | | | Clarify ticket | | +| | | | to report the | | +| | | | billing error | | +| | | | and include the | | +| | | | below | | +| | | | information: | | +| | | | CTN BAN | | +| | | | Roaming | | +| | | | Indicator | | +| | | | Date/Time | | +| | | | Serving SID | | +| | | | Serving Carrier | | +| | | | Feature/Pricing | | +| | | | item (example: | | +| | | | MK10, SMI, SMH, | | +| | | | MMI, MMH) | | +| | | | Customer has a | | +| | | | domestic | | +| | | | messaging | | +| | | | feature and a | | +| | | | messaging | | +| | | | border feature | | +| | | | on the account | | +| | | | that does not | | +| | | | correspond. | | +| | | | Customer could | | +| | | | be charged: | | +| | | | $.20/sms and | | +| | | | $.30/mms for | | +| | | | messages in the | | +| | | | U.S. to other | | +| | | | U.S. numbers. | | +| | | | $.25 Source: | | +| | | | Content: . | | +| | | | Refer them to | | +| | | | their sales | | +| | | | account manager | | +| | | | for further | | +| | | | assistance. | | +| | | | BMC specialists | | +| | | | are required to | | +| | | | assist with | | +| | | | questions on | | +| | | | International | | +| | | | Device | | +| | | | Frequency, | | +| | | | Compatibility, | | +| | | | and Coverage. | | +| | | | Refer to the | | +| | | | Wireless Travel | | +| | | | Guide to find: | | +| | | | A list of | | +| | | | countries and | | +| | | | offers | | +| | | | Available | | +| | | | services and | | +| | | | technology | | +| | | | Information on | | +| | | | HD Voice | | +| | | | Information on | | +| | | | domestic rate | | +| | | | plan coverage | | +| | | | Back to Top | | +| | | | Additional | | +| | | | Resources Bill | | +| | | | Inquiry | | +| | | | International | | +| | | | Roaming Bill | | +| | | | Inquiry - BCSS | | +| | | | Customer | | +| | | | Notifications | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Data Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Text Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Voice Usage | | +| | | | Device How | | +| | | | to Use Your | | +| | | | Phone Outside | | +| | | | of the U.S. - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS Expired | | +| | | | International | | +| | | | Roaming Offers | | +| | | | CRU can still | | +| | | | add in business | | +| | | | channels only.  | | +| | | | For more see | | +| | | | World Traveler | | +| | | | Per Minute | | +| | | | Rate. Gulf | | +| | | | of Mexico | | +| | | | Roaming | | +| | | | International | | +| | | | Day Pass | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide Contoso | | +| | | | Coverage Viewer | | +| | | | Enter the | | +| | | | destination | | +| | | | address, ZIP | | +| | | | code, country, | | +| | | | or landmark in | | +| | | | the search | | +| | | | field.  Select | | +| | | | Wireless | | +| | | | Coverage Type > | | +| | | | International | | +| | | | >Voice, Data, | | +| | | | or Discount | | +| | | | Data > | | +| | | |  Search.  | | +| | | | Google Map | | +| | | | International | | +| | | | Services FAQ | | +| | | | PPU - | | +| | | | International | | +| | | | Data PPU | | +| | | | rates apply | | +| | | | when the | | +| | | | customer does | | +| | | | not have an OTC | | +| | | | or MRC Passport | | +| | | | package and | | +| | | | also apply when | | +| | | | outside the | | +| | | | countries that | | +| | | | the packages | | +| | | | cover. For a | | +| | | | list of | | +| | | | countries | | +| | | | covered by | | +| | | | these Passport | | +| | | | packages, see a | | +| | | | tt.com/globalco | | +| | | | untries. PPU | | +| | | | data rate in | | +| | | | all countries | | +| | | | (including | | +| | | | Canada) is | | +| | | | $0.002/KB | | +| | | | ($2.05/MB). | | +| | | | PPU data rate | | +| | | | for airlines is | | +| | | | $0.01/KB | | +| | | | ($10.24/MB). | | +| | | | PPU data rate | | +| | | | for cruise | | +| | | | ships is | | +| | | | $0.006/KB | | +| | | | ($6.14/MB). | | +| | | | PPU - | | +| | | | International | | +| | | | Talk & Text  | | +| | | | PPU Rates | | +| | | | Talk  Per | | +| | | | Minute Rate | | +| | | | Text Rate | | +| | | | Canada/Mexico | | +| | | | $1/minute | | +| | | | SMS sent - | | +| | | | $0.50  MMS | | +| | | | sent - $1.30  | | +| | | | SMS/MMS | | +| | | | received while | | +| | | | roaming is | | +| | | | charged at | | +| | | | domestic rates. | | +| | | | Europe | | +| | | | $2/minute | | +| | | | Rest of World | | +| | | | $3/minute | | +| | | | Airlines & | | +| | | | Cruise Ships | | +| | | | $3/minute Back | | +| | | | to Top Source: | | +| | | | Content: area | | +| | | | as well; | | +| | | | however, the | | +| | | | Roaming Data | | +| | | | Detail shows | | +| | | | the customer in | | +| | | | Alberta or | | +| | | | Saskatchewan | | +| | | | areas of | | +| | | | Canada.The | | +| | | | customer is | | +| | | | being charged | | +| | | | for usage in | | +| | | | Canada, Mexico, | | +| | | | or the USVI, | | +| | | | but did not | | +| | | | leave the | | +| | | | countrySee | | +| | | | Accidental and | | +| | | | Fringe | | +| | | | International | | +| | | | Border | | +| | | | Roaming.Delayed | | +| | | | Usage Appearing | | +| | | | on Current | | +| | | | Statement¶ | | +| | | | Explain that | | +| | | | Contoso has 60 | | +| | | | days to | | +| | | | populate data | | +| | | | use in the | | +| | | | billing system. | | +| | | | As soon as the | | +| | | | data use is | | +| | | | made available, | | +| | | | the billing | | +| | | | system updates. | | +| | | | Delays may | | +| | | | occur due to | | +| | | | the following:¶ | | +| | | | ¶ Billing | | +| | | | records from | | +| | | | internal or | | +| | | | external | | +| | | | carriers are | | +| | | | delayed in | | +| | | | reaching the | | +| | | | billing | | +| | | | system.Usage | | +| | | | that included | | +| | | | system errors | | +| | | | has been | | +| | | | corrected and | | +| | | | successfully | | +| | | | recycled within | | +| | | | the allowed | | +| | | | time frame.¶ ¶ | | +| | | | For PPU | | +| | | | subscribers: | | +| | | | Explain the | | +| | | | usage charges | | +| | | | are valid, just | | +| | | | delayed up to | | +| | | | 60 days. The | | +| | | | reason the bill | | +| | | | looks higher is | | +| | | | it includes the | | +| | | | previous | | +| | | | month's | | +| | | | activity.¶ ¶ | | +| | | | For package | | +| | | | subscribers:¶ | | +| | | | ¶ Determine if | | +| | | | the data | | +| | | | allowance / | | +| | | | bucket exceeded | | +| | | | due to the | | +| | | | delayed date | | +| | | | usage from a | | +| | | | previous bill | | +| | | | period.Review | | +| | | | the previous | | +| | | | bill period in | | +| | | | which the data | | +| | | | was used to | | +| | | | determine if | | +| | | | the data allowa | | +| | | | nce/bucket was | | +| | | | exceeded:¶ If | | +| | | | yes, no | | +| | | | adjustments are | | +| | | | necessary.If | | +| | | | no, proceed to | | +| | | | the next step.¶ | | +| | | | Adjust any data | | +| | | | overage charges | | +| | | | billed as a | | +| | | | result of the | | +| | | | delayed | | +| | | | usage.For | | +| | | | additional | | +| | | | details, refer | | +| | | | to Delayed Call | | +| | | | and Data | | +| | | | Billing - | | +| | | | BCSS.¶ | | +| | | | Duplicate Text | | +| | | | or MMS¶ Review | | +| | | | the time of the | | +| | | | message, | | +| | | | including the | | +| | | | seconds:¶ | | +| | | | Telegence: | | +| | | | Access the | | +| | | | billed or | | +| | | | unbilled data. | | +| | | | Right click in | | +| | | | the Date Time | | +| | | | information, | | +| | | | select copy, | | +| | | | and paste the | | +| | | | information | | +| | | | into your memo. | | +| | | | This provides | | +| | | | the exact time, | | +| | | | including the | | +| | | | seconds.¶ If | | +| | | | the customer | | +| | | | sends a long | | +| | | | message or a | | +| | | | message to | | +| | | | multiple | | +| | | | recipients, | | +| | | | they see more | | +| | | | than one | | +| | | | entry:¶ For | | +| | | | more | | +| | | | information | | +| | | | regarding the | | +| | | | rules and | | +| | | | restrictions of | | +| | | | messaging, see | | +| | | | Text Messaging | | +| | | | in the Related | | +| | | | Links.*¶ ¶ | | +| | | | None of the | | +| | | | above¶ | | +| | | | Complete all of | | +| | | | these steps:¶ | | +| | | | ¶ Review | | +| | | | historical | | +| | | | usage.Ask the | | +| | | | customer if | | +| | | | they use Wi-Fi | | +| | | | when | | +| | | | available:¶ If | | +| | | | not, advise | | +| | | | that Wi-Fi is | | +| | | | an alternative | | +| | | | to using the | | +| | | | cellular | | +| | | | network and can | | +| | | | help control | | +| | | | costs. See Contoso | | +| | | | Wi-Fi FAQ (link | | +| | | | not accessible | | +| | | | to ASCS):¶ | | +| | | | Some items, | | +| | | | such as push | | +| | | | notifications | | +| | | | and MMS | | +| | | | messages, are | | +| | | | only delivered | | +| | | | over the | | +| | | | wireless | | +| | | | network.Data | | +| | | | sessions, such | | +| | | | as streaming | | +| | | | audio/video and | | +| | | | file downloads, | | +| | | | started on the | | +| | | | wireless | | +| | | | network may not | | +| | | | automatically | | +| | | | switch to a Wi- | | +| | | | Fi | | +| | | | networkDevices | | +| | | | may disconnect | | +| | | | from Wi-Fi when | | +| | | | in sleep | | +| | | | mode.Refer to | | +| | | | Data Usage | | +| | | | Billing While | | +| | | | Connected to | | +| | | | Mobile and Wi- | | +| | | | Fi Networks | | +| | | | (link not | | +| | | | accessible to | | +| | | | ASCS) for more | | +| | | | information and | | +| | | | settings to | | +| | | | check that may | | +| | | | keep the device | | +| | | | connected while | | +| | | | asleep.¶ ¶ | | +| | | | Ask the | | +| | | | customer if | | +| | | | they use Mobile | | +| | | | Hotspot on | | +| | | | their device to | | +| | | | allow other | | +| | | | devices to | | +| | | | connect to the | | +| | | | Internet:¶ If | | +| | | | so, advise that | | +| | | | data used by | | +| | | | other devices | | +| | | | while connected | | +| | | | to the | | +| | | | customer's | | +| | | | Mobile Hotspot | | +| | | | consume the | | +| | | | customer's | | +| | | | data.Refer to | | +| | | | Mobile | | +| | | | Hotspot.¶ If a | | +| | | | built-in or | | +| | | | recommended | | +| | | | data monitoring | | +| | | | application is | | +| | | | available on | | +| | | | their device, | | +| | | | walk the | | +| | | | customer | | +| | | | through using | | +| | | | the app to | | +| | | | determine which | | +| | | | application(s) | | +| | | | or process(es) | | +| | | | are using large | | +| | | | amounts of | | +| | | | data:¶ If no | | +| | | | monitoring app | | +| | | | is available, | | +| | | | determine when | | +| | | | the highest | | +| | | | amount of data | | +| | | | was used, and | | +| | | | ask the | | +| | | | customer what | | +| | | | type of | | +| | | | activity | | +| | | | occurred at the | | +| | | | time, e.g., | | +| | | | streamed video | | +| | | | from YouTube or | | +| | | | Netflix, | | +| | | | streamed audio | | +| | | | from Pandora, | | +| | | | Spotify or | | +| | | | iTunes Music, | | +| | | | used | | +| | | | navigation, | | +| | | | etc.See High | | +| | | | Data Usage | | +| | | | Activities | | +| | | | section.¶ Help | | +| | | | the customer | | +| | | | determine if | | +| | | | the | | +| | | | application(s) | | +| | | | have | | +| | | | configurable | | +| | | | settings that | | +| | | | reduces the | | +| | | | amount of data | | +| | | | used while not | | +| | | | on Wi-Fi, such | | +| | | | as Facebook's | | +| | | | Auto-Play | | +| | | | (mentioned | | +| | | | above), iCloud | | +| | | | backup, or the | | +| | | | Google Play | | +| | | | Store auto | | +| | | | update | | +| | | | feature:¶ If | | +| | | | individual | | +| | | | applications do | | +| | | | not have | | +| | | | settings to | | +| | | | change the data | | +| | | | usage, the data | | +| | | | monitoring app | | +| | | | may provide an | | +| | | | option to | | +| | | | restrict | | +| | | | background | | +| | | | usage so the | | +| | | | application is | | +| | | | only allowed to | | +| | | | use data while | | +| | | | the application | | +| | | | is open and in | | +| | | | use, or while | | +| | | | on Wi-Fi.¶ | | +| | | | Explain the | | +| | | | usage is valid | | +| | | | and educate the | | +| | | | customer on | | +| | | | self-service | | +| | | | options.Educate | | +| | | | the customer on | | +| | | | the option of | | +| | | | changing their | | +| | | | rate plan to | | +| | | | increase their | | +| | | | data | | +| | | | allotment.If | | +| | | | the error or | | +| | | | dispute shows | | +| | | | only in the | | +| | | | unbilled usage | | +| | | | for a | | +| | | | line/account, | | +| | | | set a | | +| | | | commitment to | | +| | | | review the | | +| | | | usage when it | | +| | | | bills to an | | +| | | | invoice.In your | | +| | | | account note, | | +| | | | include the | | +| | | | following:¶ | | +| | | | What you | | +| | | | educated the | | +| | | | customer onAny | | +| | | | decisions made | | +| | | | regarding a | | +| | | | rate plan | | +| | | | changeAny other | | +| | | | action that you | | +| | | | took on the | | +| | | | call¶ ¶ ¶ ¶ | | +| | | | ¶ ¶ Customer | | +| | | | is due a credit | | +| | | | or demands a | | +| | | | credit:¶ ¶ | | +| | | | Source: | | +| | | | Content: Key | | +| | | | terms Roaming | | +| | | | restrictions | | +| | | | Investigating | | +| | | | fringe roaming | | +| | | | charges ¶ | | +| | | | Overview¶ ¶ | | +| | | | Accidental and | | +| | | | fringe roaming | | +| | | | applies to the | | +| | | | customer if | | +| | | | they use their | | +| | | | phone where the | | +| | | | coverage by two | | +| | | | cellular | | +| | | | companies | | +| | | | overlap in | | +| | | | different | | +| | | | countries.¶ ¶ | | +| | | | Contoso customers | | +| | | | who live or | | +| | | | travel near a | | +| | | | U.S. border may | | +| | | | unknowingly use | | +| | | | the | | +| | | | international | | +| | | | roaming | | +| | | | partners' | | +| | | | network. ¶ | | +| | | | This is common | | +| | | | for places in | | +| | | | the U.S near | | +| | | | the Canada and | | +| | | | Mexico | | +| | | | borders.¶ Most | | +| | | | customers | | +| | | | experience | | +| | | | fringe roaming | | +| | | | billing issues | | +| | | | if they have a | | +| | | | retired legacy | | +| | | | rate plan that | | +| | | | doesn't include | | +| | | | Canada or | | +| | | | Mexico.¶ See | | +| | | | the Retired | | +| | | | Contoso Mobile | | +| | | | Share Plus | | +| | | | plans | | +| | | | (Consumer) | | +| | | | (link not | | +| | | | available to | | +| | | | Contoso Business | | +| | | | Solutions, BCSS | | +| | | | - FirstNet, CS | | +| | | | - | | +| | | | Affiliate/PAC, | | +| | | | Digital & | | +| | | | Online Support, | | +| | | | Broadband Tech | | +| | | | Support, | | +| | | | GEM/Gov. | | +| | | | Solutions, Home | | +| | | | Solutions - Tel | | +| | | | co/Specialty, | | +| | | | HQ, IIOT - | | +| | | | Reseller, Video | | +| | | | Back Office, | | +| | | | Narrowband Tech | | +| | | | Support, Small | | +| | | | Business Sales, | | +| | | | Unified | | +| | | | Collections, | | +| | | | U-verse - ART, | | +| | | | and Wired | | +| | | | Solution | | +| | | | Providers) to | | +| | | | understand if | | +| | | | the rate plan | | +| | | | includes | | +| | | | roaming in | | +| | | | Canada or | | +| | | | Mexcio.¶ Most | | +| | | | fringe billing | | +| | | | issues in | | +| | | | Canada or | | +| | | | Mexico can be | | +| | | | resolved if the | | +| | | | customer | | +| | | | upgrades to a | | +| | | | current Contoso | | +| | | | Mobile Share | | +| | | | plan or Contoso | | +| | | | Unlimited rate | | +| | | | plan.¶ See the | | +| | | | Mobile Sales | | +| | | | Tool (MST) for | | +| | | | current plans.¶ | | +| | | | The customer's | | +| | | | phone usage on | | +| | | | the border | | +| | | | needs to have | | +| | | | the same rate | | +| | | | as their | | +| | | | domestic phone | | +| | | | plan.¶ The | | +| | | | current Contoso | | +| | | | rate plans | | +| | | | include roaming | | +| | | | for Canada or | | +| | | | Mexico.¶ Make | | +| | | | sure to | | +| | | | carefully | | +| | | | review credit | | +| | | | or adjustment | | +| | | | requests for | | +| | | | border usage if | | +| | | | a rate plan | | +| | | | change is not | | +| | | | possible. | | +| | | | Fringe roaming | | +| | | | in countries | | +| | | | outside the | | +| | | | continental | | +| | | | U.S. aren't | | +| | | | included in the | | +| | | | fringe roaming | | +| | | | processes. | | +| | | | Roaming charges | | +| | | | in the Gulf of | | +| | | | Mexico are | | +| | | | considered | | +| | | | domestic | | +| | | | charges. See | | +| | | | Gulf of Mexico | | +| | | | roaming (link | | +| | | | not available | | +| | | | to Broadband - | | +| | | | Tech | | +| | | | Support/Sales | | +| | | | Service & | | +| | | | Loyalty, Home | | +| | | | Solutions - Tel | | +| | | | co/Specialty, | | +| | | | HQ, Liberty, | | +| | | | Narrowband Tech | | +| | | | Support, | | +| | | | Unified | | +| | | | Collections, | | +| | | | and U-verse - | | +| | | | ART) for more | | +| | | | details. See | | +| | | | Travel In | | +| | | | Mexico and | | +| | | | Canada without | | +| | | | roaming charges | | +| | | | / No usage | | +| | | | restrictions | | +| | | | (link not | | +| | | | available to | | +| | | | Broadband Tech | | +| | | | Support, HQ, | | +| | | | IIOT Reseller, | | +| | | | Narrowband Tech | | +| | | | Support, and | | +| | | | Wired Solution | | +| | | | Providers) for | | +| | | | more | | +| | | | information on | | +| | | | using your plan | | +| | | | in Mexico and | | +| | | | Canada. Contoso | | +| | | | PREPAID | | +| | | | international | | +| | | | roaming (link | | +| | | | not available | | +| | | | to Contoso | | +| | | | Business | | +| | | | Solutions, BCSS | | +| | | | FirstNet, | | +| | | | Digital & | | +| | | | Online Support, | | +| | | | Broadband Tech | | +| | | | Support, | | +| | | | GEM/Government | | +| | | | Solutions, Home | | +| | | | Solutions - Tel | | +| | | | co/Specialty, | | +| | | | HQ, IIOT | | +| | | | Reseller, Video | | +| | | | Back Office, | | +| | | | Multiproduct | | +| | | | Service, | | +| | | | Mobility | | +| | | | Collections, | | +| | | | Narrowband Tech | | +| | | | Support, Small | | +| | | | Business Sales, | | +| | | | Unified | | +| | | | Collections, | | +| | | | U-verse ART, | | +| | | | and Wired | | +| | | | Solution | | +| | | | Providers) for | | +| | | | more details. | | +| | | | ¶ Key terms | | +| | | | ¶ ¶ ¶ TermDe | | +| | | | finitionSystem | | +| | | | identifiers | | +| | | | (SIDs)¶ SIDs | | +| | | | identify the | | +| | | | cellular | | +| | | | provider and | | +| | | | where the voice | | +| | | | usage took | | +| | | | place.SIDs are | | +| | | | displayed in Te | | +| | | | legence.Engage | | +| | | | MI60 (manager | | +| | | | in 60 seconds) | | +| | | | or SMART Chat | | +| | | | to identify the | | +| | | | SIDs under bill | | +| | | | details in | | +| | | | Telegence.¶ | | +| | | | Border SID | | +| | | | list¶ This is | | +| | | | a list of | | +| | | | Canada and | | +| | | | Mexico SIDs | | +| | | | that are | | +| | | | identified as | | +| | | | border SIDs.¶ | | +| | | | The cellular | | +| | | | voice usage on | | +| | | | these SIDs are | | +| | | | automatically | | +| | | | billed on the | | +| | | | home rate | | +| | | | plan.¶ The | | +| | | | Border SIDs do | | +| | | | not apply to | | +| | | | voice over LTE | | +| | | | (VoLTE), WiFi | | +| | | | calling, text | | +| | | | messaging | | +| | | | (SMS), | | +| | | | multimedia | | +| | | | messaging | | +| | | | service (MMS), | | +| | | | or data usage.¶ | | +| | | | Dummy SID list¶ | | +| | | | This is a list | | +| | | | of Canada and | | +| | | | Mexico SIDs | | +| | | | which were | | +| | | | created | | +| | | | internally to | | +| | | | present in the | | +| | | | bills | | +| | | | only.Telegence | | +| | | | generates Dummy | | +| | | | SIDs to | | +| | | | identify a | | +| | | | roaming | | +| | | | operator’s | | +| | | | country.¶ It | | +| | | | doesn't | | +| | | | indicate the | | +| | | | customer’s | | +| | | | physical | | +| | | | location within | | +| | | | that country.¶ | | +| | | | Dummy SIDs are | | +| | | | used for data | | +| | | | usage rating.¶ | | +| | | | Known fringe | | +| | | | roaming | | +| | | | customer¶ A | | +| | | | customer who | | +| | | | has received or | | +| | | | continues to | | +| | | | receive credits | | +| | | | for fringe | | +| | | | roaming | | +| | | | charges.¶ | | +| | | | Messaging | | +| | | | border service | | +| | | | order code | | +| | | | (SOC)¶ A | | +| | | | restricted SOC | | +| | | | which rates SMS | | +| | | | or MMS usage | | +| | | | for known | | +| | | | fringe roaming | | +| | | | customers.It is | | +| | | | only available | | +| | | | in specific | | +| | | | submarkets | | +| | | | known for | | +| | | | network | | +| | | | overlap.It must | | +| | | | be accompanied | | +| | | | by the correct | | +| | | | domestic | | +| | | | messaging SOC.¶ | | +| | | | ¶ ¶ ¶ ¶ | | +| | | | Roaming | | +| | | | restrictions ¶ | | +| | | | ¶ ¶ If a | | +| | | | customer | | +| | | | requests a | | +| | | | roaming | | +| | | | restriction to | | +| | | | make sure they | | +| | | | can't use | | +| | | | Canada or | | +| | | | Mexico | | +| | | | networks, you | | +| | | | may provision | | +| | | | their account | | +| | | | with the NIRM | | +| | | | SOC.¶ ¶ The | | +| | | | NIRM SOC serves | | +| | | | as an | | +| | | | international | | +| | | | roaming block | | +| | | | with these | | +| | | | features: ¶ ¶ | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 3 | What process | Answer: | Content: What I | 10 | +| | should be | Follow the | Need to Know | | +| | followed | process | Follow this | | +| | when | outlined in | process when | | +| | verifying a | the | verifying a | | +| | CRU/FirstNet | "Content: | CRU/FirstNet | | +| | AgencyPaid | What I Need | Agency Paid | | +| | caller? | to Know" | caller and the | | +| | | section, | Verification | | +| | | which | Criteria | | +| | | includes | selection box | | +| | | adhering to | in Clarify does | | +| | | all VID | not display | | +| | | Business | Verified | | +| | | Rules found | Successfully.. | | +| | | in Account | Adhere to all | | +| | | Verification | VID Business | | +| | | Process - | Rules found in | | +| | | BCSS, | Account | | +| | | protecting | Verification | | +| | | the | Process - BCSS. | | +| | | account's | When you | | +| | | security, | suspect | | +| | | asking the | customer fraud | | +| | | caller to | use the Fraud | | +| | | provide | Call Out | | +| | | their | Process found | | +| | | wireless | in Fraud & | | +| | | number, full | Social | | +| | | name, and | Engineering | | +| | | account | Call Handling | | +| | | name, and | Procedures - | | +| | | verifying | BCSS. This | | +| | | the caller's | process will | | +| | | identity | help determine | | +| | | using | if the person | | +| | | various | on the phone | | +| | | methods | can place an | | +| | | depending on | order or change | | +| | | their caller | service for | | +| | | type. If the | that account. | | +| | | Verification | Procedures | | +| | | Criteria | Protect the | | +| | | selection | account’s | | +| | | box in | security.Advise | | +| | | Clarify does | the caller that | | +| | | not display | protecting | | +| | | Verified Suc | their account | | +| | | cessfully, | security and | | +| | | follow the A | privacy | | +| | | uthenticatio | requires us to | | +| | | n Needed - | validate every | | +| | | CRU/FirstNet | caller.Suggeste | | +| | | Agency Paid | d Verbiage: In | | +| | | process. | order to | | +| | | (Source: | protect your | | +| | | context) | account's | | +| | | | security I will | | +| | | | need to ask for | | +| | | | some additional | | +| | | | information. | | +| | | | Ask the caller | | +| | | | to provide: | | +| | | | Wireless Number | | +| | | | Caller’s Full | | +| | | | Name Account | | +| | | | Name | | +| | | | If the Caller | | +| | | | Then | | +| | | | Caller Name | | +| | | | matches | | +| | | | Business Name | | +| | | | Business Name | | +| | | | is not required | | +| | | | to be verified. | | +| | | | Provides all 3 | | +| | | | items Continue | | +| | | | to the next | | +| | | | step. Does | | +| | | | not provide all | | +| | | | 3 items Caller | | +| | | | is Unverified. | | +| | | | See Caller's | | +| | | | Verification | | +| | | | Status - BCS. | | +| | | | Callers who are | | +| | | | not a FAN | | +| | | | Contact or an | | +| | | | End-User (for | | +| | | | example, an | | +| | | | administrative | | +| | | | assistant), | | +| | | | have no | | +| | | | authority to | | +| | | | make changes or | | +| | | | obtain account- | | +| | | | specific | | +| | | | information, | | +| | | | even if they | | +| | | | can verify the | | +| | | | account. | | +| | | | End-users do | | +| | | | not appear in | | +| | | | the Caller | | +| | | | List. To | | +| | | | determine if | | +| | | | the caller is | | +| | | | an end-user or | | +| | | | a Non End- | | +| | | | User/Non FAN | | +| | | | Contact, ask | | +| | | | the caller if | | +| | | | they are the | | +| | | | user of the | | +| | | | CTN. In | | +| | | | Clarify, select | | +| | | | Not Verified | | +| | | | and Submit. | | +| | | | Generic vs. | | +| | | | Individual Help | | +| | | | Desk Contacts, | | +| | | | see Customer | | +| | | | Contacts - | | +| | | | BCSS. CRU with | | +| | | | FAN - | | +| | | | AOP/DD/DM/TCM, | | +| | | | BAN Admin, End- | | +| | | | User | | +| | | | Verification | | +| | | | Criteria Box | | +| | | | Displays | | +| | | | Procedures | | +| | | | End-User PIN | | +| | | | FAN Contact PIN | | +| | | | Caller has | | +| | | | previously | | +| | | | established a | | +| | | | FAN | | +| | | | Contact/End- | | +| | | | User PIN and | | +| | | | must provide it | | +| | | | as part of the | | +| | | | VID process. | | +| | | | Enter the PIN | | +| | | | the caller | | +| | | | provides into | | +| | | | the Caller | | +| | | | Response field. | | +| | | | Select | | +| | | | Validate. | | +| | | | Caller has 3 | | +| | | | attempts to | | +| | | | provide the | | +| | | | correct | | +| | | | PIN. Suggested | | +| | | | Verbiage: | | +| | | | Mr./Ms. [Caller | | +| | | | Name], as part | | +| | | | of Contoso's | | +| | | | ongoing | | +| | | | commitment to | | +| | | | account | | +| | | | security, | | +| | | | verification of | | +| | | | your secure PIN | | +| | | | is required | | +| | | | before I can | | +| | | | access your | | +| | | | account. The | | +| | | | system shows | | +| | | | you previously | | +| | | | set up a PIN; | | +| | | | could you | | +| | | | please provide | | +| | | | it? If | | +| | | | the Caller | | +| | | | Then | | +| | | | Verifies their | | +| | | | PIN Continue | | +| | | | to Step 6. | | +| | | | Does not verify | | +| | | | their PIN | | +| | | | Continue to | | +| | | | Step 5. FAN | | +| | | | Password & End- | | +| | | | User PIN FAN | | +| | | | Password & FAN | | +| | | | Contact PIN | | +| | | | Caller’s | | +| | | | employer has | | +| | | | enabled | | +| | | | Enhanced | | +| | | | Security as | | +| | | | part of the | | +| | | | verification | | +| | | | process. | | +| | | | Callers must | | +| | | | provide both | | +| | | | the FAN | | +| | | | Password and | | +| | | | FAN | | +| | | | Contact/End- | | +| | | | User PIN.   | | +| | | | Accounts with | | +| | | | Enhanced | | +| | | | Security do not | | +| | | | qualify for the | | +| | | | alternative | | +| | | | verification | | +| | | | process used in | | +| | | | the Forgot PIN | | +| | | | Scenarios. | | +| | | | Ask the caller | | +| | | | to provide the | | +| | | | FAN Password | | +| | | | and FAN | | +| | | | Contact/End- | | +| | | | User PIN. | | +| | | | Caller has 3 | | +| | | | attempts to | | +| | | | provide the | | +| | | | correct FAN | | +| | | | password and | | +| | | | PIN. Enter | | +| | | | the FAN | | +| | | | Password and | | +| | | | FAN Contact PIN | | +| | | | the caller | | +| | | | provides into | | +| | | | the Caller | | +| | | | Response field. | | +| | | | Select | | +| | | | Validate. | | +| | | | If the Caller | | +| | | | Then | | +| | | | Correctly | | +| | | | provides both | | +| | | | the FAN | | +| | | | Password and | | +| | | | FAN | | +| | | | Contact/End- | | +| | | | User PIN | | +| | | | Continue to | | +| | | | Step 6. | | +| | | | Cannot provide | | +| | | | the FAN | | +| | | | Password | | +| | | | Caller is | | +| | | | unverified. See | | +| | | | Caller's | | +| | | | Verification | | +| | | | Status - BCSS. | | +| | | | Correctly | | +| | | | provides the | | +| | | | FAN Password, | | +| | | | but not the FAN | | +| | | | Contact/End- | | +| | | | User PIN | | +| | | | Continue to | | +| | | | Step 5. Other | | +| | | | Options BAN | | +| | | | IMEI ICCID | | +| | | | One-Time PIN - | | +| | | | BCSS) and 1 of | | +| | | | the following: | | +| | | | When a FAN | | +| | | | Password is | | +| | | | present, and | | +| | | | the caller is | | +| | | | an AOP/DD/DM/TC | | +| | | | M/BAN Admin, | | +| | | | they must | | +| | | | verify the FAN | | +| | | | Password.   | | +| | | | The last 4 | | +| | | | digits of the | | +| | | | IMEI/ICCID/BAN | | +| | | | cannot be used | | +| | | | as an | | +| | | | alternative VID | | +| | | | element for | | +| | | | this caller | | +| | | | type. Do not | | +| | | | ask end-users | | +| | | | to provide the | | +| | | | FAN Password in | | +| | | | this scenario. | | +| | | | If Source: | | +| | | | Content: What I | | +| | | | Need to Know | | +| | | | Follow this | | +| | | | process when | | +| | | | verifying a | | +| | | | CRU/FirstNet | | +| | | | AgencyPaid | | +| | | | caller and the | | +| | | | Verification | | +| | | | Criteria | | +| | | | selection box | | +| | | | in Clarify | | +| | | | displays | | +| | | | Verified | | +| | | | Successfully. | | +| | | | Adhere to all | | +| | | | VID Business | | +| | | | Rules found in | | +| | | | Account | | +| | | | Verification | | +| | | | Process - BCSS. | | +| | | | Procedures | | +| | | | Protect the | | +| | | | account’s | | +| | | | security.Advise | | +| | | | the caller that | | +| | | | protecting | | +| | | | their account | | +| | | | security and | | +| | | | privacy | | +| | | | requires us to | | +| | | | validate every | | +| | | | caller.Suggeste | | +| | | | d Verbiage: | | +| | | | Thank you for | | +| | | | using your PIN | | +| | | | to validate | | +| | | | your identity | | +| | | | today. This | | +| | | | helps us to | | +| | | | keep your | | +| | | | account secure. | | +| | | | In order to | | +| | | | further protect | | +| | | | your account's | | +| | | | security I will | | +| | | | need to ask for | | +| | | | some additional | | +| | | | information. | | +| | | | Ask the caller | | +| | | | to provide: | | +| | | | Wireless Number | | +| | | | Caller’s Full | | +| | | | Name .Account | | +| | | | Name | | +| | | | If the Caller | | +| | | | Then | | +| | | | Caller Name | | +| | | | matches | | +| | | | Business Name | | +| | | | Business Name | | +| | | | is not required | | +| | | | to be verified. | | +| | | | Correctly | | +| | | | provided all 3 | | +| | | | items Continue | | +| | | | to the next | | +| | | | step. Did | | +| | | | not correctly | | +| | | | provide all 3 | | +| | | | items Caller | | +| | | | is unverified. | | +| | | | See Caller's | | +| | | | Verification | | +| | | | Status - BCSS. | | +| | | | Confirm the | | +| | | | caller's name | | +| | | | matches the | | +| | | | name indicated | | +| | | | on the | | +| | | | IVR/Verify | | +| | | | Selection | | +| | | | Information. | | +| | | | FAN Contact | | +| | | | PIN: Screen-pop | | +| | | | provides the | | +| | | | FAN Contact | | +| | | | name associated | | +| | | | with the PIN. | | +| | | | End-User PIN: | | +| | | | Clarify IVR Ver | | +| | | | ify/Selection | | +| | | | Information | | +| | | | displays Not | | +| | | | Available for | | +| | | | the validated | | +| | | | end-user | | +| | | | contact name. | | +| | | | If Then | | +| | | | Name matches | | +| | | | Continue to | | +| | | | Step 6. | | +| | | | Name does not | | +| | | | match Fully | | +| | | | verify the | | +| | | | caller using | | +| | | | the Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Authentication | | +| | | | Needed - BCSS | | +| | | | policy.Immediat | | +| | | | ely follow the | | +| | | | steps in the | | +| | | | PIN/Name | | +| | | | Mismatch | | +| | | | section of the | | +| | | | PIN Maintenance | | +| | | | - BCSS. | | +| | | | Not Available | | +| | | | (Validated End- | | +| | | | User PIN) | | +| | | | Continue to | | +| | | | Step 6. | | +| | | | N/A - Account | | +| | | | Number IVR | | +| | | | Verified | | +| | | | Displays | | +| | | | Continue to the | | +| | | | next step. If | | +| | | | the Caller is | | +| | | | Then FAN | | +| | | | Contact (AOP/DD | | +| | | | /DM/TCM/BAN | | +| | | | Admin Continue | | +| | | | to the next | | +| | | | step End- | | +| | | | User CRU with | | +| | | | FAN End- | | +| | | | User or Account | | +| | | | Holder Non-FAN | | +| | | | CRU Continue | | +| | | | to Step 8. | | +| | | | Help Desk | | +| | | | Contact | | +| | | | Non FAN Contact | | +| | | | / Non End-User | | +| | | | Caller is | | +| | | | Unverified. See | | +| | | | Caller's | | +| | | | Verification | | +| | | | Status - BCSS. | | +| | | | End-UsersIs | | +| | | | there an End- | | +| | | | User PIN Opt | | +| | | | Out Indicator | | +| | | | present in | | +| | | | Clarify? | | +| | | | If Then | | +| | | | Yes Continue | | +| | | | to Step 8. | | +| | | | No Caller | | +| | | | needs to create | | +| | | | an End-User PIN | | +| | | | as part of the | | +| | | | VID process. | | +| | | | See PIN setup | | +| | | | instructions | | +| | | | and | | +| | | | requirements in | | +| | | | PIN | | +| | | | Maintenance. | | +| | | | VID Exception | | +| | | | Instructions do | | +| | | | not void the | | +| | | | PIN Setup | | +| | | | requirement. | | +| | | | If the End-User | | +| | | | refuses to set | | +| | | | up a PIN, set | | +| | | | the following | | +| | | | exceptions and | | +| | | | then continue | | +| | | | to Step 8. | | +| | | | Use of the PIN | | +| | | | to verify | | +| | | | provides the | | +| | | | most secure | | +| | | | method of | | +| | | | account | | +| | | | security. The | | +| | | | IVR requires | | +| | | | customers to | | +| | | | create a PIN | | +| | | | prior to | | +| | | | passing the | | +| | | | call to a | | +| | | | representative: | | +| | | | Once created, | | +| | | | the IVR will | | +| | | | prompt for the | | +| | | | PIN each time | | +| | | | the customer | | +| | | | calls. In | | +| | | | future calls, | | +| | | | failure to | | +| | | | create a PIN | | +| | | | could result in | | +| | | | the customer | | +| | | | not being able | | +| | | | to access their | | +| | | | account until | | +| | | | the PIN is | | +| | | | created. | | +| | | | Cancelled/Tenta | | +| | | | tive Account | | +| | | | Pseudo CTN | | +| | | | Do not attempt | | +| | | | to create a | | +| | | | PIN. Continue | | +| | | | to Step 8. | | +| | | | FAN ContactsIs | | +| | | | there an FAN | | +| | | | Contact PIN Opt | | +| | | | Out Indicator | | +| | | | present in | | +| | | | Clarify? | | +| | | | If Then | | +| | | | Yes Continue | | +| | | | to Step 8. | | +| | | | No Caller | | +| | | | needs to create | | +| | | | an End-User PIN | | +| | | | as part of the | | +| | | | VID process. | | +| | | | See PIN setup | | +| | | | instructions | | +| | | | and | | +| | | | requirements in | | +| | | | PIN | | +| | | | Maintenance. | | +| | | | VID Exception | | +| | | | Instructions do | | +| | | | not void the | | +| | | | PIN Setup | | +| | | | requirement. | | +| | | | If the FAN | | +| | | | Contact refuses | | +| | | | to set up a | | +| | | | PIN, set the | | +| | | | following | | +| | | | exceptions and | | +| | | | then continue | | +| | | | to Step 8. | | +| | | | Use of the PIN | | +| | | | to verify | | +| | | | provides the | | +| | | | most secure | | +| | | | method of | | +| | | | account | | +| | | | security. Use | | +| | | | of the PIN to | | +| | | | verify provides | | +| | | | the most secure | | +| | | | method of | | +| | | | account Source: | | +| | | | Content: What I | | +| | | | Need to Know | | +| | | | Adhere to all | | +| | | | VID Business | | +| | | | Rules found in | | +| | | | Account | | +| | | | Verification | | +| | | | Process - BCSS. | | +| | | | Procedures The | | +| | | | receiving | | +| | | | customer must | | +| | | | provide their | | +| | | | CTN and their | | +| | | | name: This | | +| | | | shortened VID | | +| | | | is only allowed | | +| | | | if the caller | | +| | | | does not | | +| | | | already have an | | +| | | | existing | | +| | | | account and if | | +| | | | there is an | | +| | | | authorization | | +| | | | SOC/note by the | | +| | | | current owner | | +| | | | or the EUMC | | +| | | | table in the | | +| | | | profile | | +| | | | authorizes end- | | +| | | | users to | | +| | | | complete | | +| | | | ToBR.In | | +| | | | Clarify, select | | +| | | | Other > ToBR | | +| | | | VID Exception > | | +| | | | type the | | +| | | | customer's | | +| | | | first and last | | +| | | | name in the | | +| | | | text box. If | | +| | | | the caller | | +| | | | requires | | +| | | | account- | | +| | | | specific | | +| | | | information | | +| | | | (not listed as | | +| | | | allowed in the | | +| | | | ToBR policy) on | | +| | | | the original | | +| | | | account, the | | +| | | | caller must | | +| | | | complete a full | | +| | | | VID. Follow the | | +| | | | Authentication | | +| | | | Needed - | | +| | | | CRU/FirstNet | | +| | | | Agency Paid | | +| | | | process. | | +| | | | Source: | | +| | | | Content: Access | | +| | | | to customers' | | +| | | | accounts is | | +| | | | only authorized | | +| | | | with a valid | | +| | | | business reason | | +| | | | as part of your | | +| | | | work duties. | | +| | | | Perform VID on | | +| | | | every call. | | +| | | | Failure to | | +| | | | follow all | | +| | | | steps in the | | +| | | | account | | +| | | | verification | | +| | | | process can put | | +| | | | the customer's | | +| | | | account | | +| | | | information at | | +| | | | risk. | | +| | | | Internal | | +| | | | centers: Any | | +| | | | such failure is | | +| | | | a violation of | | +| | | | the Code of | | +| | | | Business | | +| | | | Conduct. | | +| | | | Dual SIM: | | +| | | | Multiple lines | | +| | | | of service can | | +| | | | be associated | | +| | | | to the device. | | +| | | | Authenticate | | +| | | | each line | | +| | | | separately. See | | +| | | | Dual SIM / Dual | | +| | | | Standby (DSDS) | | +| | | | - BCSS. | | +| | | | Verification | | +| | | | Procedures | | +| | | | Select the | | +| | | | verification | | +| | | | method for your | | +| | | | caller type | | +| | | | and/or | | +| | | | workgroup. | | +| | | | Scenario VID | | +| | | | Process | | +| | | | Clarify | | +| | | | displays | | +| | | | Verified | | +| | | | Successfully | | +| | | | (CRU/FirstNet | | +| | | | Agency Paid) | | +| | | | Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Authenticated | | +| | | | Caller - BCSS | | +| | | | Clarify does | | +| | | | not display | | +| | | | Verified | | +| | | | Successfully | | +| | | | (CRU/FirstNet | | +| | | | Agency Paid) | | +| | | | Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Authentication | | +| | | | Needed - BCSS | | +| | | | eChat | | +| | | | Representatives | | +| | | | Only Account | | +| | | | Verification | | +| | | | Process - BCSS | | +| | | | eChat | | +| | | | Representatives | | +| | | | Internal | | +| | | | Employee or | | +| | | | Transferred | | +| | | | Call Account | | +| | | | Verification | | +| | | | Process - Contoso | | +| | | | Employee/Intern | | +| | | | al Transfer - | | +| | | | BCSS Retail & | | +| | | | Sales and | | +| | | | Service | | +| | | | Managers | | +| | | | (BMC/BME/BM IoT | | +| | | | Only) Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Retail & Sales | | +| | | | and Service | | +| | | | Managers - | | +| | | | BMC/BME/BM IoT | | +| | | | Only Retail & | | +| | | | Sales and | | +| | | | Service | | +| | | | Managers (BRS/B | | +| | | | MTS/FNCS/FNSS/S | | +| | | | SO Only) | | +| | | | Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Retail & Sales | | +| | | | and Service | | +| | | | Managers - BSRS | | +| | | | /BMTS/FNCS/FNSS | | +| | | | /SSO - BCSS  | | +| | | | Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Retail & Sales | | +| | | | and Service | | +| | | | Managers - | | +| | | | BSRS/SSO Puerto | | +| | | | Rico Center | | +| | | | Only ToBR | | +| | | | Receiving | | +| | | | Customer | | +| | | | Account | | +| | | | Verification | | +| | | | Process - ToBR | | +| | | | - BCSS | | +| | | | Business Rules | | +| | | | Verify | | +| | | | Mobility- | | +| | | | related | | +| | | | misrouted calls | | +| | | | when the | | +| | | | request is | | +| | | | supported by | | +| | | | your workgroup. | | +| | | | Review and | | +| | | | follow Fraud | | +| | | | Alerts in the | | +| | | | Important | | +| | | | Information | | +| | | | section of | | +| | | | Clarify prior | | +| | | | to proceeding. | | +| | | | If a FirstNet | | +| | | | caller is | | +| | | | unable to VID | | +| | | | during a crisis | | +| | | | /emergency, see | | +| | | | Caller Access | | +| | | | Levels - CRU | | +| | | | Mobility > | | +| | | | FirstNet Crisis | | +| | | | /Emergency. | | +| | | | The caller that | | +| | | | verifies the | | +| | | | account must | | +| | | | complete all | | +| | | | transactions: | | +| | | | Verified | | +| | | | callers may | | +| | | | hand the phone | | +| | | | to another | | +| | | | person to | | +| | | | assist with | | +| | | | device settings | | +| | | | /navigation and | | +| | | | explanation of | | +| | | | service only. | | +| | | | If a verified | | +| | | | end-user caller | | +| | | | claims to have | | +| | | | more access | | +| | | | than allowed, | | +| | | | or needs | | +| | | | authorization, | | +| | | | attempt to | | +| | | | reach at least | | +| | | | 2 of their | | +| | | | AOP/TCMs for | | +| | | | authorization. | | +| | | | AOP/TCM must | | +| | | | remain on the | | +| | | | line and | | +| | | | complete the | | +| | | | requested | | +| | | | transactions. | | +| | | | Never call the | | +| | | | AOP/TCM on | | +| | | | behalf of an | | +| | | | unverified | | +| | | | caller: If | | +| | | | the AOP/TCM is | | +| | | | already | | +| | | | conferenced on | | +| | | | the line when | | +| | | | they first call | | +| | | | in, they must | | +| | | | complete a full | | +| | | | VID and remain | | +| | | | on the line to | | +| | | | complete the | | +| | | | requested | | +| | | | transactions. | | +| | | | Refer requests | | +| | | | from law | | +| | | | enforcement or | | +| | | | legal counsel | | +| | | | to Global Legal | | +| | | | Demand Center | | +| | | | (GLDC): Legal, | | +| | | | Emergency, and | | +| | | | E911 Requests. | | +| | | | Callers | | +| | | | completing a | | +| | | | Transfer of | | +| | | | Billing | | +| | | | Responsibility | | +| | | | to an existing | | +| | | | account – | | +| | | | follow VID | | +| | | | Steps on from | | +| | | | account only. | | +| | | | Applicable ToBR | | +| | | | policies | | +| | | | determine how | | +| | | | to verify the | | +| | | | target account. | | +| | | | Callers | | +| | | | completing a | | +| | | | CRU Enrollment | | +| | | | – follow VID | | +| | | | steps on target | | +| | | | account only. | | +| | | | Applicable | | +| | | | Enrollment | | +| | | | policies | | +| | | | determine how | | +| | | | to verify the | | +| | | | from account if | | +| | | | verification is | | +| | | | required. More | | +| | | | to Know CTN & | | +| | | | Screen-Pop | | +| | | | If the CTN | | +| | | | appears in the | | +| | | | screen-pop | | +| | | | display, | | +| | | | provide the CTN | | +| | | | to the caller | | +| | | | and ask if you | | +| | | | are accessing | | +| | | | the correct | | +| | | | account. If | | +| | | | the CTN does | | +| | | | not appear in | | +| | | | the screen-pop, | | +| | | | ask the caller | | +| | | | for the CTN and | | +| | | | enter the | | +| | | | value. If the | | +| | | | caller provides | | +| | | | the full BAN | | +| | | | instead of the | | +| | | | CTN, accept the | | +| | | | BAN, but ask | | +| | | | the caller | | +| | | | which CTN they | | +| | | | are calling | | +| | | | about. | | +| | | | Caller & | | +| | | | Account Name | | +| | | | Callers can | | +| | | | give an account | | +| | | | name that | | +| | | | closely mirrors | | +| | | | the FAN/BAN. | | +| | | | Nicknames/name | | +| | | | substitutions | | +| | | | are allowed - | | +| | | | Chris instead | | +| | | | of Christopher, | | +| | | | JS Painting | | +| | | | instead of Joe | | +| | | | Smith Painting. | | +| | | | Select the | | +| | | | Appropriate | | +| | | | Caller Name & | | +| | | | Role in Clarify | | +| | | | - BCSS Verify | | +| | | | the Correct | | +| | | | Number is | | +| | | | Captured in | | +| | | | Clarify - BCSS | | +| | | | CTN Alternative | | +| | | | Options During | | +| | | | VID - BCSS | | +| | | | Source: | | +| | | | Content: | | +| | | | General Inquiry | | +| | | | Points | | | +| | | | Business Rules | | +| | | | FAN/Non-FAN CRU | | +| | | | | Business | | +| | | | Rules FirstNet | | +| | | | Subscriber Paid | | +| | | | | Procedures | | | +| | | | Expectations | | | +| | | | FAQ's General | | +| | | | Inquiry Points | | +| | | | Provide a high- | | +| | | | level overview | | +| | | | of the steps | | +| | | | the customer | | +| | | | would need to | | +| | | | take to | | +| | | | complete the | | +| | | | process (credit | | +| | | | evaluation, | | +| | | | fees, and | | +| | | | eligibility | | +| | | | requirements) | | +| | | | and offer to | | +| | | | complete the | | +| | | | transaction. | | +| | | | Make the | | +| | | | customer aware | | +| | | | of the ability | | +| | | | to complete the | | +| | | | process online | | +| | | | if it is availa | | +| | | | ble.Puerto Rico | | +| | | | & U.S. Virgin | | +| | | | Islands | | +| | | | NumbersDue to | | +| | | | the sale of | | +| | | | Contoso Wireless | | +| | | | in Puerto Rico | | +| | | | & U.S. Virgin | | +| | | | Islands, Contoso | | +| | | | will no longer | | +| | | | be able to | | +| | | | support new | | +| | | | activations of | | +| | | | Puerto Rico and | | +| | | | U.S. Virgin | | +| | | | Island wireless | | +| | | | numbers. This | | +| | | | includes | | +| | | | moves/port ins | | +| | | | and Transfer of | | +| | | | Billing | | +| | | | Responsibility | | +| | | | from Liberty | | +| | | | Mobile to Contoso. | | +| | | | All Orders | | +| | | | Credit | | +| | | | Evaluation: | | +| | | | Customers must | | +| | | | agree to a | | +| | | | credit | | +| | | | evaluation as a | | +| | | | condition of | | +| | | | activating | | +| | | | wireless | | +| | | | service with | | +| | | | Contoso. | | +| | | | Activation | | +| | | | Charges. See | | +| | | | Contoso Fees - | | +| | | | BCSS Section | | +| | | | A/Activation | | +| | | | Fee . | | +| | | | Review any | | +| | | | applicable fees | | +| | | | with the | | +| | | | customer. | | +| | | | Self-service | | +| | | | Options: | | +| | | | Customers can | | +| | | | be educated on | | +| | | | the self- | | +| | | | service options | | +| | | | available to | | +| | | | them (for | | +| | | | example, | | +| | | | Premier/myContoso) | | +| | | | as applicable | | +| | | | to customer | | +| | | | type. Avoid | | +| | | | giving the | | +| | | | impression of | | +| | | | unwillingness | | +| | | | or inability to | | +| | | | assist with the | | +| | | | customer’s | | +| | | | request. | | +| | | | For CRU and | | +| | | | Signature | | +| | | | customers, | | +| | | | check FaST for | | +| | | | available | | +| | | | options. | | +| | | | Additional info | | +| | | | for COAM | | +| | | | Verification of | | +| | | | Contoso-approved | | +| | | | equipment: | | +| | | | Customers | | +| | | | requesting to | | +| | | | activate non- | | +| | | | approved | | +| | | | equipment may | | +| | | | encounter | | +| | | | compatibility | | +| | | | issues, such as | | +| | | | limited | | +| | | | functionality | | +| | | | or even the | | +| | | | inability to | | +| | | | operate on our | | +| | | | network. | | +| | | | Advise the | | +| | | | customer | | +| | | | accordingly | | +| | | | before | | +| | | | proceeding with | | +| | | | their request | | +| | | | to activate | | +| | | | non-approved | | +| | | | equipment. | | +| | | | Offer to verify | | +| | | | the customer | | +| | | | has | | +| | | | Contoso-approved | | +| | | | equipment. | | +| | | | Use the IMEI | | +| | | | Search Tool in | | +| | | | Link Center. | | +| | | | The customer | | +| | | | must give the | | +| | | | entire IMEI; | | +| | | | required: | | +| | | | restate the | | +| | | | entire IMEI to | | +| | | | customer to | | +| | | | ensure the | | +| | | | numbers are | | +| | | | correct. If No | | +| | | | Results Found | | +| | | | is returned, | | +| | | | advise the | | +| | | | customer that | | +| | | | they may | | +| | | | encounter | | +| | | | compatibility | | +| | | | issues such as | | +| | | | limited | | +| | | | functionality | | +| | | | or even the | | +| | | | ability to | | +| | | | operate on our | | +| | | | network. | | +| | | | Verification of | | +| | | | Blocklist: | | +| | | | Enter the IMEI | | +| | | | into LDC | | +| | | | located in Link | | +| | | | Center to see | | +| | | | if equipment is | | +| | | | on the | | +| | | | blocklist. | | +| | | | Do not advise | | +| | | | the customer | | +| | | | you are | | +| | | | checking to see | | +| | | | if the IMEI is | | +| | | | on the | | +| | | | blocklist. | | +| | | | If the | | +| | | | equipment is | | +| | | | not on the | | +| | | | blocklist, no | | +| | | | further action | | +| | | | is required. | | +| | | | If the | | +| | | | equipment is on | | +| | | | the blocklist, | | +| | | | advise the | | +| | | | customer: This | | +| | | | device has been | | +| | | | reported stolen | | +| | | | by the previous | | +| | | | user and is | | +| | | | being blocked | | +| | | | from use on the | | +| | | | Contoso network. | | +| | | | You will need | | +| | | | to provide an | | +| | | | alternate | | +| | | | device for | | +| | | | service to be | | +| | | | activated. | | +| | | | For additional | | +| | | | information, | | +| | | | see Blacklist a | | +| | | | Stolen | | +| | | | Device/Remove | | +| | | | from | | +| | | | Blacklist/DLC | | +| | | | Blacklisting | | +| | | | Check - BCSS. | | +| | | | Additional info | | +| | | | for Port-Ins | | +| | | | Verification of | | +| | | | Port | | +| | | | Eligibility: A | | +| | | | port- | | +| | | | eligibility | | +| | | | check is | | +| | | | required prior | | +| | | | to performing | | +| | | | the port- | | +| | | | request; this | | +| | | | is to check to | | +| | | | see if the | | +| | | | number is | | +| | | | eligible to | | +| | | | port. Check | | +| | | | to see if the | | +| | | | number is | | +| | | | eligible to | | +| | | | port using OPUS | | +| | | | or Port | | +| | | | Eligibility and | | +| | | | References | | +| | | | Services | | +| | | | (PEARS) in Link | | +| | | | Center. Also, | | +| | | | check the | | +| | | | number the | | +| | | | customer wishes | | +| | | | to port is | | +| | | | located in an | | +| | | | Contoso Mobility | | +| | | | coverage area | | +| | | | since PEARS | | +| | | | does not | | +| | | | evaluate this | | +| | | | requirement. | | +| | | | Required Port | | +| | | | Information: | | +| | | | Ensure the | | +| | | | customer is | | +| | | | aware of the | | +| | | | information | | +| | | | they need to | | +| | | | begin the | | +| | | | porting | | +| | | | process. | | +| | | | Their service | | +| | | | must be active | | +| | | | with their | | +| | | | current service | | +| | | | provider. | | +| | | | The | | +| | | | customer must | | +| | | | provide: | | +| | | | Their current | | +| | | | service | | +| | | | provider's | | +| | | | account number | | +| | | | The Social | | +| | | | Security number | | +| | | | or Tax ID | | +| | | | number that is | | +| | | | associated with | | +| | | | their current | | +| | | | service | | +| | | | provider's | | +| | | | account The | | +| | | | address as it | | +| | | | is shown on | | +| | | | their current | | +| | | | service | | +| | | | provider's | | +| | | | account The | | +| | | | PIN/password if | | +| | | | they have one | | +| | | | on their | | +| | | | current service | | +| | | | provider's | | +| | | | account If | | +| | | | Applicable: | | +| | | | Carrier Port- | | +| | | | Out PIN | | +| | | | (customer must | | +| | | | follow OSP’s | | +| | | | process to | | +| | | | obtain Port-Out | | +| | | | PIN) General | | +| | | | Inquiry Points | | +| | | | | Business | | +| | | | Rules FAN/Non- | | +| | | | FAN CRU | | | +| | | | Business Rules | | +| | | | FirstNet | | +| | | | Subscriber Paid | | +| | | | | Procedures | | | +| | | | Expectations | | | +| | | | FAQ's FAN/Non- | | +| | | | FAN New Service | | +| | | | Orders CRU | | +| | | | Non-FAN Review | | +| | | | Account and | | +| | | | Notes/Special | | +| | | | Instructions | | +| | | | Requester must | | +| | | | have | | +| | | | authorization | | +| | | | to add lines to | | +| | | | the account. | | +| | | | Discuss AMB | | +| | | | Contract | | +| | | | benefits and | | +| | | | offer to | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 4 | I need to | Sure, can | Content: What I | 0 | +| | verify the | you provide | Need to Know | | +| | customer. | more context | Adhere to all | | +| | | on the | VID Business | | +| | | customer and | Rules found in | | +| | | the type of | Account | | +| | | verification | Verification | | +| | | needed? The | Process - BCSS. | | +| | | process may | Determine | | +| | | vary | Verification | | +| | | depending on | Method Ask the | | +| | | the | caller to | | +| | | situation. | provide:¶ | | +| | | (Source: | Caller's full | | +| | | Personal | nameATTUID¶ If | | +| | | knowledge) | Screen pop is | | +| | | | available, the | | +| | | | ATTUID can be | | +| | | | confirmed | | +| | | | instead of | | +| | | | requesting it | | +| | | | be provided.Ide | | +| | | | ntify the | | +| | | | caller's | | +| | | | Business Unit | | +| | | | in Webphone. If | | +| | | | the caller does | | +| | | | not have a | | +| | | | Business Unit | | +| | | | listed, move up | | +| | | | in the | | +| | | | hierarchy until | | +| | | | a Business Unit | | +| | | | is visible.¶ ¶ | | +| | | | Continue | | +| | | | verification | | +| | | | based on the | | +| | | | Business Unit.¶ | | +| | | | When the | | +| | | | Business Unit | | +| | | | starts with | | +| | | | Contoso Business, | | +| | | | follow Contoso | | +| | | | Business (BCSS/ | | +| | | | Enterprise/GBS) | | +| | | | or Finance.When | | +| | | | the Business | | +| | | | Unit does not | | +| | | | start with Contoso | | +| | | | Business, | | +| | | | follow Non-Contoso | | +| | | | Business - All | | +| | | | Retail/Virtual | | +| | | | Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales)/Contoso | | +| | | | Right to You.¶ | | +| | | | Non-Contoso | | +| | | | Business - All | | +| | | | Retail/Virtual | | +| | | | Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales)/Contoso | | +| | | | Right to You | | +| | | | FirstNet | | +| | | | Customer | | +| | | | Service: Only | | +| | | | verify Retail | | +| | | | when the | | +| | | | request is | | +| | | | supported by | | +| | | | your | | +| | | | department. | | +| | | | Refer | | +| | | | unsupported | | +| | | | requests to | | +| | | | *AID. BSRS/BMT | | +| | | | S/FNSS/SSO: The | | +| | | | below process | | +| | | | applies to all | | +| | | | Retail/Virtual | | +| | | | Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales)/Contoso | | +| | | | Right to You re | | +| | | | presentatives, | | +| | | | or any caller | | +| | | | (or their | | +| | | | manager) that | | +| | | | is not in a | | +| | | | Business Unit | | +| | | | that starts | | +| | | | with Contoso | | +| | | | Business. | | +| | | | Validate the | | +| | | | representative | | +| | | | following the | | +| | | | steps in the | | +| | | | Agent | | +| | | | Verification | | +| | | | Tool - BCSS.¶ | | +| | | | Contoso Right to | | +| | | | You | | +| | | | representatives | | +| | | | may call with | | +| | | | their | | +| | | | supervisor on | | +| | | | the line; the | | +| | | | supervisor will | | +| | | | provide the | | +| | | | Token | | +| | | | Authentication | | +| | | | code.If AVT is | | +| | | | down, report | | +| | | | the AVT outage | | +| | | | as outlined in | | +| | | | System Issues | | +| | | | and Outages.¶ | | +| | | | Ask the caller | | +| | | | to provide:¶ | | +| | | | 10-digit CTN.¶ | | +| | | | Obtain the full | | +| | | | BAN when there | | +| | | | are no CTNs on | | +| | | | the account.See | | +| | | | Business | | +| | | | Rules/More to | | +| | | | Know on | | +| | | | verifying BAN | | +| | | | in place of | | +| | | | CTN. Refer to | | +| | | | CTN Alternative | | +| | | | Options During | | +| | | | VID - BCSS ¶ | | +| | | | Account name | | +| | | | (Consumer/SIG) | | +| | | | or company name | | +| | | | (CRU): ¶ | | +| | | | Confirm the | | +| | | | 10-digit CTN | | +| | | | matches the | | +| | | | account/company | | +| | | | name.Company | | +| | | | name is | | +| | | | acceptable if | | +| | | | closely mirrors | | +| | | | the FAN or BAN | | +| | | | name.Doing | | +| | | | Business As | | +| | | | (DBA) name is | | +| | | | also accepted, | | +| | | | if listed in | | +| | | | ROME.¶ | | +| | | | Customer's full | | +| | | | name:¶ | | +| | | | Validate in | | +| | | | FaST on the FAN | | +| | | | profile (CRU | | +| | | | only).Verify | | +| | | | RAUs in | | +| | | | Snapshot.¶ ¶ | | +| | | | Retail/Authoiri | | +| | | | zed Retail | | +| | | | Only: Confirm | | +| | | | that the | | +| | | | customer is | | +| | | | present in | | +| | | | store. Ask the | | +| | | | caller if they | | +| | | | have fully | | +| | | | verified the | | +| | | | customer. | | +| | | | Telegence Memos | | +| | | | will show the | | +| | | | results of the | | +| | | | Driver’s | | +| | | | License scan. | | +| | | | Contoso Business ( | | +| | | | BCSS/Enterprise | | +| | | | /GBS) or | | +| | | | Finance BSRS/B | | +| | | | MTS/FNSS/SSO: | | +| | | | The below | | +| | | | process applies | | +| | | | to all Sales Co | | +| | | | ntacts/Account | | +| | | | Executives, or | | +| | | | any caller (or | | +| | | | their manager), | | +| | | | in a Business | | +| | | | Unit that | | +| | | | starts with | | +| | | | Contoso Business. | | +| | | | ¶ If the | | +| | | | seller requests | | +| | | | navigational | | +| | | | assistance with | | +| | | | OPUS or ROME, | | +| | | | select | | +| | | | Navigational | | +| | | | Assistance | | +| | | | below.Some | | +| | | | accounts have | | +| | | | special notes | | +| | | | allowing ABS | | +| | | | Sales | | +| | | | representatives | | +| | | | to make more | | +| | | | than the | | +| | | | standard | | +| | | | requests | | +| | | | allowed; refer | | +| | | | to FaST notes | | +| | | | for | | +| | | | exceptions.Ask | | +| | | | the caller to | | +| | | | provide:¶ | | +| | | | Validate the | | +| | | | representative | | +| | | | following the | | +| | | | steps in the | | +| | | | Agent | | +| | | | Verification | | +| | | | Tool - BCSS.¶ | | +| | | | If AVT is down, | | +| | | | report the AVT | | +| | | | outage as | | +| | | | outlined in | | +| | | | System Issues | | +| | | | and Outages.¶ | | +| | | | 10-digit CTN: ¶ | | +| | | | Obtain the full | | +| | | | BAN or Invoice | | +| | | | ID if there are | | +| | | | no CTNs on the | | +| | | | account.See | | +| | | | Business | | +| | | | Rules/More to | | +| | | | Know on | | +| | | | verifying BAN | | +| | | | in place of | | +| | | | CTN. Refer to | | +| | | | CTN Alternative | | +| | | | Options During | | +| | | | VID - BCSS ¶ | | +| | | | Account name | | +| | | | (Consumer/SIG) | | +| | | | or company name | | +| | | | (CRU):¶ | | +| | | | Confirm the | | +| | | | 10-digit CTN | | +| | | | matches the | | +| | | | account/company | | +| | | | nameDoing | | +| | | | Business As | | +| | | | (DBA) name is | | +| | | | also accepted, | | +| | | | if listed in | | +| | | | ROME.¶ FAN | | +| | | | Password (when | | +| | | | present) or | | +| | | | last 4-digits | | +| | | | of the BAN | | +| | | | (when no FAN | | +| | | | Password is | | +| | | | present). | | +| | | | Customer's full | | +| | | | name:¶ | | +| | | | Validate in | | +| | | | FaST on the FAN | | +| | | | profile (CRU | | +| | | | only).¶ Ask | | +| | | | for the | | +| | | | caller's | | +| | | | Manager's name | | +| | | | as listed in | | +| | | | Webphone. Ask | | +| | | | the caller if | | +| | | | they have fully | | +| | | | verified the | | +| | | | customer. The | | +| | | | customer does | | +| | | | not have to be | | +| | | | on the line or | | +| | | | in the store. | | +| | | | If the caller | | +| | | | is unable to | | +| | | | complete all | | +| | | | verification | | +| | | | requirements | | +| | | | the caller is | | +| | | | unverified and | | +| | | | has General | | +| | | | Access. They | | +| | | | may not make | | +| | | | any changes.Nav | | +| | | | igational | | +| | | | assistance may | | +| | | | Source: | | +| | | | Content: Large | | +| | | | Business) or | | +| | | | 800.331.0500 | | +| | | | (Small | | +| | | | Business). | | +| | | | Transfer VID | | +| | | | Process If the | | +| | | | account was | | +| | | | fully verified, | | +| | | | there is no | | +| | | | need to re- | | +| | | | verify the | | +| | | | customer. If | | +| | | | the transcript | | +| | | | did not carry | | +| | | | over, the | | +| | | | customer must | | +| | | | be verified. | | +| | | | follow the | | +| | | | existing VID | | +| | | | procedures | | +| | | | above before | | +| | | | assisting the | | +| | | | customer. | | +| | | | Source: | | +| | | | Content: What I | | +| | | | Need to Know | | +| | | | Adhere to all | | +| | | | VID Business | | +| | | | Rules found in | | +| | | | Account | | +| | | | Verification | | +| | | | Process - BCSS. | | +| | | | Procedures The | | +| | | | receiving | | +| | | | customer must | | +| | | | provide their | | +| | | | CTN and their | | +| | | | name: This | | +| | | | shortened VID | | +| | | | is only allowed | | +| | | | if the caller | | +| | | | does not | | +| | | | already have an | | +| | | | existing | | +| | | | account and if | | +| | | | there is an | | +| | | | authorization | | +| | | | SOC/note by the | | +| | | | current owner | | +| | | | or the EUMC | | +| | | | table in the | | +| | | | profile | | +| | | | authorizes end- | | +| | | | users to | | +| | | | complete | | +| | | | ToBR.In | | +| | | | Clarify, select | | +| | | | Other > ToBR | | +| | | | VID Exception > | | +| | | | type the | | +| | | | customer's | | +| | | | first and last | | +| | | | name in the | | +| | | | text box. If | | +| | | | the caller | | +| | | | requires | | +| | | | account- | | +| | | | specific | | +| | | | information | | +| | | | (not listed as | | +| | | | allowed in the | | +| | | | ToBR policy) on | | +| | | | the original | | +| | | | account, the | | +| | | | caller must | | +| | | | complete a full | | +| | | | VID. Follow the | | +| | | | Authentication | | +| | | | Needed - | | +| | | | CRU/FirstNet | | +| | | | Agency Paid | | +| | | | process. | | +| | | | Source: | | +| | | | Content: What I | | +| | | | Need to Know | | +| | | | Adhere to all | | +| | | | VID Business | | +| | | | Rules found in | | +| | | | Account | | +| | | | Verification | | +| | | | Process - BCSS | | +| | | | . If a | | +| | | | verified end- | | +| | | | user claims to | | +| | | | have more | | +| | | | access than | | +| | | | allowed, or | | +| | | | needs | | +| | | | authorization, | | +| | | | refer the | | +| | | | customer to | | +| | | | their company | | +| | | | Premier | | +| | | | Administrator | | +| | | | to update their | | +| | | | Premier | | +| | | | permissions in | | +| | | | order to make | | +| | | | the change. | | +| | | | Definitions¶ | | +| | | | Logged In: | | +| | | | Customer is | | +| | | | logged into an | | +| | | | online | | +| | | | portal/app, at | | +| | | | least one data | | +| | | | variable passed | | +| | | | (specific to | | +| | | | the customer’s | | +| | | | account, such | | +| | | | as CTN, FAN, | | +| | | | Account Name, | | +| | | | or BAN), and an | | +| | | | Authentication | | +| | | | Page Marker | | +| | | | displays.¶ | | +| | | | Exception: If | | +| | | | the data | | +| | | | variables did | | +| | | | not pass and | | +| | | | the chat reads | | +| | | | Authenticated | | +| | | | TRUE after a | | +| | | | URL string, the | | +| | | | customer is | | +| | | | considered | | +| | | | logged in.¶ | | +| | | | Not Logged In: | | +| | | | Data variables | | +| | | | did not pass | | +| | | | and the | | +| | | | customer may | | +| | | | not be logged | | +| | | | into an online | | +| | | | portal/app, or | | +| | | | they may be | | +| | | | logged in, but | | +| | | | we are unable | | +| | | | to validate the | | +| | | | customer is | | +| | | | logged in per | | +| | | | the data | | +| | | | pass.Transfers: | | +| | | | Chat transfer.¶ | | +| | | | Logged In VID | | +| | | | Process Review | | +| | | | the data pass | | +| | | | variables:¶ | | +| | | | Not all | | +| | | | variables will | | +| | | | pass through.¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | provide:¶ | | +| | | | CTN:¶ In | | +| | | | Clarify, ensure | | +| | | | the correct CTN | | +| | | | is selected in | | +| | | | the Subscriber | | +| | | | List.¶ Their | | +| | | | full name:¶ | | +| | | | Check FaST to | | +| | | | determine if | | +| | | | the customer is | | +| | | | a FAN contact. | | +| | | | FAN contacts | | +| | | | must be listed | | +| | | | in FaST.Select | | +| | | | the appropriate | | +| | | | Customer Name | | +| | | | and Role in | | +| | | | Clarify.¶ | | +| | | | Account Name: | | +| | | | ¶ Confirm the | | +| | | | information | | +| | | | provided via | | +| | | | Clarify or | | +| | | | Telegence.¶ ¶ | | +| | | | All items | | +| | | | provided must | | +| | | | match the data | | +| | | | pass variables | | +| | | | provided. | | +| | | | Example: Data | | +| | | | pass variable | | +| | | | of account name | | +| | | | must match the | | +| | | | account name | | +| | | | provided by the | | +| | | | customer.¶ | | +| | | | IfThenAll | | +| | | | conditions are | | +| | | | met The | | +| | | | customer is | | +| | | | verified. Grant | | +| | | | the customer | | +| | | | access based on | | +| | | | their role as | | +| | | | outlined in | | +| | | | Caller Access | | +| | | | Levels.¶ In | | +| | | | Clarify, select | | +| | | | Externally | | +| | | | Verified.FAN | | +| | | | Password/PIN | | +| | | | changes, | | +| | | | creations, and | | +| | | | resets cannot | | +| | | | be completed | | +| | | | via eChat. If | | +| | | | the customer | | +| | | | requests this | | +| | | | transaction, | | +| | | | they need to | | +| | | | call into | | +| | | | Business | | +| | | | Customer | | +| | | | Service.¶ All | | +| | | | conditions are | | +| | | | not metContinue | | +| | | | to the next | | +| | | | step.¶ The | | +| | | | customer | | +| | | | requires manual | | +| | | | verification. | | +| | | | Ask the | | +| | | | customer to | | +| | | | provide:¶ | | +| | | | Wireless | | +| | | | Number: ◦If the | | +| | | | caller provides | | +| | | | the full BAN | | +| | | | instead of the | | +| | | | CTN, accept the | | +| | | | BAN, but ask | | +| | | | the caller | | +| | | | which CTN they | | +| | | | are calling | | +| | | | about.¶ For Ca | | +| | | | ncelled/Tentati | | +| | | | ve accounts | | +| | | | with no CTNs, | | +| | | | see Other | | +| | | | options allowed | | +| | | | instead of a | | +| | | | CTN to | | +| | | | determine an | | +| | | | alternative VID | | +| | | | element to the | | +| | | | CTN.In Clarify, | | +| | | | ensure the | | +| | | | correct CTN is | | +| | | | selected in the | | +| | | | Subscriber | | +| | | | List.¶ | | +| | | | Customer's Full | | +| | | | Name:¶ End- | | +| | | | Users: Review | | +| | | | the FAN | | +| | | | Profile/EUMC | | +| | | | Table/Clarify | | +| | | | notes before | | +| | | | assisting.FAN | | +| | | | Contacts: | | +| | | | Verification | | +| | | | information | | +| | | | should be | | +| | | | available in | | +| | | | Clarify. Lines | | +| | | | over 200 | | +| | | | contacts | | +| | | | require using | | +| | | | FaST.¶ Account | | +| | | | Name¶ ¶ | | +| | | | IfThenAll 3 | | +| | | | items are provi | | +| | | | dedContinue to | | +| | | | the next step. | | +| | | | All 3 items are | | +| | | | not provided | | +| | | | The customer is | | +| | | | Unverified. | | +| | | | Resolve the | | +| | | | customer's | | +| | | | issue with | | +| | | | self-service | | +| | | | navigational | | +| | | | support or | | +| | | | assist with the | | +| | | | transactions | | +| | | | listed in the | | +| | | | General Access | | +| | | | section of the | | +| | | | Caller Access | | +| | | | Levels.¶ Do | | +| | | | not make any | | +| | | | changes to the | | +| | | | customer's | | +| | | | username, | | +| | | | password, email | | +| | | | address, or | | +| | | | account.If the | | +| | | | customer | | +| | | | requires more | | +| | | | than just | | +| | | | navigational | | +| | | | support, advise | | +| | | | them to log | | +| | | | into their Contoso | | +| | | | portal, such as | | +| | | | Premier or the | | +| | | | myContoso Business | | +| | | | App. If they do | | +| | | | not wish to log | | +| | | | into the Contoso | | +| | | | portal, they | | +| | | | will need to | | +| | | | call in for | | +| | | | support.Do not | | +| | | | manually VID | | +| | | | the customer.In | | +| | | | Clarify, select | | +| | | | Not Verified.¶ | | +| | | | Suggested | | +| | | | Verbiage:¶ ¶ | | +| | | | End-Users: | | +| | | | Account | | +| | | | security is | | +| | | | important to | | +| | | | Contoso. Because | | +| | | | your | | +| | | | information did | | +| | | | not validate | | +| | | | via chat I can | | +| | | | only assist you | | +| | | | with general | | +| | | | questions and | | +| | | | navigational | | +| | | | support. If you | | +| | | | need account | | +| | | | specific | | +| | | | assistance, | | +| | | | please contact | | +| | | | our Business | | +| | | | Customer | | +| | | | Service | | +| | | | representatives | | +| | | | for assistance. | | +| | | | You can reach | | +| | | | them at 800.331 | | +| | | | .0500.FAN | | +| | | | Contacts: | | +| | | | Account | | +| | | | security is | | +| | | | important to | | +| | | | Contoso. Because | | +| | | | your | | +| | | | information did | | +| | | | not validate | | +| | | | via chat I can | | +| | | | only assist you | | +| | | | with general | | +| | | | questions and | | +| | | | navigational | | +| | | | support. If you | | +| | | | need account | | +| | | | specific | | +| | | | assistance, | | +| | | | please contact | | +| | | | our Business | | +| | | | Customer | | +| | | | Service | | +| | | | representatives | | +| | | | for assistance. | | +| | | | You can reach | | +| | | | them at | | +| | | | 800.999.5445 | | +| | | | (Large | | +| | | | Business) or | | +| | | | 800.331.0500 | | +| | | | (Small | | +| | | | Business).¶ ¶ | | +| | | | CRU FAN Account | | +| | | | ¶ Verification | | +| | | | Criteria Box Di | | +| | | | splaysProcedure | | +| | | | s¶ End-User | | +| | | | PINFAN Contact | | +| | | | PIN¶ The | | +| | | | customer has | | +| | | | previously | | +| | | | established a | | +| | | | FAN | | +| | | | Contact/End- | | +| | | | User PIN and | | +| | | | must provide | | +| | | | the PIN as part | | +| | | | of the VID | | +| | | | process. Ask | | +| | | | the customer to | | +| | | | provide their | | +| | | | End-User PIN.¶ | | +| | | | Source: | | +| | | | Content: | | +| | | | order, if | | +| | | | needed.¶ 3¶ | | +| | | | Call the number | | +| | | | listed in the | | +| | | | online | | +| | | | directory.Ask | | +| | | | to verify the | | +| | | | order being | | +| | | | placed is | | +| | | | authorized: | | +| | | | This is [your | | +| | | | name] from | | +| | | | Contoso. To | | +| | | | protect the | | +| | | | privacy of | | +| | | | [company name], | | +| | | | I am calling to | | +| | | | verify an order | | +| | | | being placed by | | +| | | | [caller name] | | +| | | | for [number of | | +| | | | phones]. Can | | +| | | | you please | | +| | | | verify this is | | +| | | | an authorized | | +| | | | order and | | +| | | | [caller name] | | +| | | | is authorized | | +| | | | to place orders | | +| | | | for your | | +| | | | company?¶ | | +| | | | Authorized: | | +| | | | Continue to | | +| | | | step 5.No answe | | +| | | | r/voicemail: | | +| | | | Continue to | | +| | | | step 4.Not | | +| | | | authorized:¶ ¶ | | +| | | | ¶ Advise they | | +| | | | are not | | +| | | | authorized and | | +| | | | the order | | +| | | | cannot be | | +| | | | placed.Cancel | | +| | | | the order.¶ | | +| | | | 4If there is no | | +| | | | answer or if a | | +| | | | voicemail picks | | +| | | | up (do not | | +| | | | leave a | | +| | | | message) and | | +| | | | you cannot | | +| | | | verify the | | +| | | | caller works | | +| | | | for the | | +| | | | business:¶ | | +| | | | Bring the | | +| | | | caller back on | | +| | | | the line.Ask | | +| | | | them to verify | | +| | | | 2 of the | | +| | | | following items | | +| | | | from the | | +| | | | account:¶ | | +| | | | Billing Zip | | +| | | | codeCTN on the | | +| | | | accountAccount | | +| | | | number¶ If:¶ | | +| | | | Able to verify, | | +| | | | continue to | | +| | | | step 5.Unable | | +| | | | to verify:¶ | | +| | | | Cancel the | | +| | | | order and Tell | | +| | | | the customer: | | +| | | | Unfortunately, | | +| | | | if you cannot | | +| | | | verify 2 items, | | +| | | | I am unable to | | +| | | | place the | | +| | | | order. Please | | +| | | | contact your | | +| | | | account | | +| | | | representative | | +| | | | or visit an | | +| | | | Contoso Retail | | +| | | | location.¶ ¶ | | +| | | | ¶ 5¶ Place | | +| | | | the order. If | | +| | | | you still | | +| | | | suspect fraud, | | +| | | | submit a Fraud | | +| | | | > Equipment | | +| | | | Fraud Referral | | +| | | | clarify | | +| | | | case.Note the | | +| | | | account to | | +| | | | include which | | +| | | | method you used | | +| | | | to validate the | | +| | | | customer and | | +| | | | indicate you | | +| | | | submitted a | | +| | | | case.¶ ¶ ¶ ¶ | | +| | | | Consumer/SIG¶ | | +| | | | 1Ask the | | +| | | | customer to | | +| | | | hold so you can | | +| | | | verify some | | +| | | | information. | | +| | | | Never say you | | +| | | | suspect | | +| | | | fraud.2Look up | | +| | | | the business | | +| | | | name and TN in | | +| | | | the online | | +| | | | directory | | +| | | | services:¶ any | | +| | | | who.comwhitepag | | +| | | | es.comyellowboo | | +| | | | k.comyellowpage | | +| | | | s.com¶ ¶ | | +| | | | IfThenDirectory | | +| | | | tool finds a | | +| | | | match, and you | | +| | | | do not suspect | | +| | | | fraudContinue | | +| | | | to step | | +| | | | 4Directory tool | | +| | | | finds a match, | | +| | | | and you suspect | | +| | | | fraudContinue | | +| | | | to step | | +| | | | 3Directory tool | | +| | | | does not match | | +| | | | exactlyContinue | | +| | | | to step 3¶ 3¶ | | +| | | | Call the number | | +| | | | listed in the | | +| | | | online | | +| | | | directory.Ask | | +| | | | to verify the | | +| | | | order being | | +| | | | placed is | | +| | | | authorized: | | +| | | | This is [your | | +| | | | name] from | | +| | | | Contoso. To | | +| | | | protect the | | +| | | | privacy of | | +| | | | [company name], | | +| | | | I am calling to | | +| | | | verify an order | | +| | | | being placed by | | +| | | | [caller name] | | +| | | | for [number of | | +| | | | phones]. Can | | +| | | | you please | | +| | | | verify this is | | +| | | | an authorized | | +| | | | order and | | +| | | | [caller name] | | +| | | | is authorized | | +| | | | to place orders | | +| | | | for your | | +| | | | company?¶ | | +| | | | Authorized: | | +| | | | Continue to | | +| | | | step 4.Not | | +| | | | authorized:¶ ¶ | | +| | | | ¶ Advise they | | +| | | | are not | | +| | | | authorized and | | +| | | | the order | | +| | | | cannot be | | +| | | | placed.Cancel | | +| | | | the order.¶ 4¶ | | +| | | | Place the | | +| | | | order. If you | | +| | | | still suspect | | +| | | | fraud, submit a | | +| | | | Fraud > | | +| | | | Equipment Fraud | | +| | | | Referral | | +| | | | clarify | | +| | | | case.Note the | | +| | | | account to | | +| | | | include which | | +| | | | method you used | | +| | | | to validate the | | +| | | | customer and | | +| | | | indicate you | | +| | | | submitted a | | +| | | | case. Include | | +| | | | any red flags | | +| | | | or other | | +| | | | suspicious | | +| | | | behaviors that | | +| | | | were observed.¶ | | +| | | | ¶ ¶ Back To | | +| | | | Top Locate | | +| | | | Fraud Notes ¶ | | +| | | | Review FaST hot | | +| | | | notes and | | +| | | | general notes | | +| | | | section:¶ The | | +| | | | following | | +| | | | statement | | +| | | | appears on FANs | | +| | | | with repeat | | +| | | | fraud activity: | | +| | | | [Date note is | | +| | | | applied] - | | +| | | | Fraudulent | | +| | | | attempts have | | +| | | | been made on | | +| | | | this FAN. Read | | +| | | | all BAN notes | | +| | | | and directions | | +| | | | in the profile, | | +| | | | and follow the | | +| | | | Fraud Call Out | | +| | | | Policy in order | | +| | | | to protect the | | +| | | | customer's | | +| | | | account - | | +| | | | FRAUD.¶ Use | | +| | | | Clarify to note | | +| | | | accounts. On | | +| | | | the Important | | +| | | | Information | | +| | | | screen, view | | +| | | | Flash Messages | | +| | | | for notes | | +| | | | before | | +| | | | proceeding with | | +| | | | any action: | | +| | | | Example: | | +| | | | Suspected Fraud | | +| | | | - transfer to | | +| | | | the Fraud | | +| | | | Group.¶ | | +| | | | Clarify notes | | +| | | | map to the | | +| | | | billing systems | | +| | | | at the account | | +| | | | level, not the | | +| | | | mobile level.¶ | | +| | | | ¶ ¶ ¶ View | | +| | | | notes in the | | +| | | | biller when | | +| | | | Clarify is | | +| | | | unavailable.¶ | | +| | | | Look for | | +| | | | Special Instruc | | +| | | | tions/Priority | | +| | | | Notes in the | | +| | | | biller. TLG | | +| | | | special | | +| | | | instruction:¶ | | +| | | | Open the | | +| | | | BAN.Click the | | +| | | | SP Instruct box | | +| | | | and review the | | +| | | | notes.¶ In | | +| | | | TLG, retrieve | | +| | | | the account and | | +| | | | review the | | +| | | | general notes. | | +| | | | Then sort the | | +| | | | notes to see | | +| | | | those specific | | +| | | | to fraud:¶ | | +| | | | Click the Open | | +| | | | icon.In the | | +| | | | Level box, | | +| | | | select | | +| | | | All.Enter GEN | | +| | | | for the | | +| | | | Category and | | +| | | | FRUD for the | | +| | | | type.Click OK. | | +| | | | Fraud notes | | +| | | | display.¶ ¶ | | +| | | | Back To Top | | +| | | | Social | | +| | | | Engineering ¶ | | +| | | | Complete the | | +| | | | order.Call | | +| | | | Asset | | +| | | | Protection at | | +| | | | 1.800.807.4205 | | +| | | | to report | | +| | | | suspicious | | +| | | | behavior and | | +| | | | order informati | | +| | | | on.Provide:¶ | | +| | | | Name and | | +| | | | ATTUIDHow | | +| | | | caller | | +| | | | identified them | | +| | | | selvesAccount | | +| | | | name, CTN, and | | +| | | | account | | +| | | | numberRequest | | +| | | | made by | | +| | | | callerWhether | | +| | | | or not the | | +| | | | caller | | +| | | | completed | | +| | | | VIDInformation | | +| | | | given to the | | +| | | | callerSocial | | +| | | | engineering | | +| | | | behaviorDay and | | +| | | | time Source: | | ++----+----------------+----------------+------------------+--------------+ +| 5 | PIN failed | I'm sorry to | Content: | 0 | +| | | hear that. | Account | | +| | | Can you | security - it's | | +| | | please | all about the | | +| | | provide more | PIN PIN is:  | | +| | | context or | Secure and not | | +| | | information | visible to | | +| | | about the | anyone, or in | | +| | | issue? | any system. | | +| | | | Individually | | +| | | | assigned and | | +| | | | applied to all | | +| | | | authorized | | +| | | | BANs. Easily | | +| | | | reset. | | +| | | | Provides 24/7 | | +| | | | access via the | | +| | | | IVR. | | +| | | | Simplified VID | | +| | | | process. | | +| | | | Here's How it | | +| | | | Works | PIN | | +| | | | Creation / | | +| | | | Change | PIN | | +| | | | Reset PIN / | | +| | | | FAN Contact | | +| | | | Name Mismatch | | | +| | | | Forgot PIN | | +| | | | Scenarios | | | +| | | | Error Messages | | +| | | | What I Need to | | +| | | | Know All | | +| | | | customers must | | +| | | | create an IVR | | +| | | | PIN that is | | +| | | | used to verify | | +| | | | their account. | | +| | | | CRU customers | | +| | | | have 2 types of | | +| | | | PINs: FAN | | +| | | | Contact PIN: | | +| | | | Used by company | | +| | | | contacts listed | | +| | | | in ROME/FaST. | | +| | | | End-User PIN: | | +| | | | Used with each | | +| | | | CTN. | | +| | | | Create and | | +| | | | reset PINs | | +| | | | during the VID | | +| | | | process. Only | | +| | | | reset/create a | | +| | | | PIN in FaST | | +| | | | when directed | | +| | | | to do so in | | +| | | | policy. | | +| | | | See Account | | +| | | | Verification | | +| | | | Process - BCSS. | | +| | | | Back to Top | | +| | | | Here's How it | | +| | | | Works End-User | | +| | | | PIN FAN | | +| | | | Contact PIN | | +| | | | Contoso maintains | | +| | | | the end-user | | +| | | | PIN for | | +| | | | customers who | | +| | | | have not | | +| | | | successfully | | +| | | | created or | | +| | | | reset their | | +| | | | PIN. PINs are | | +| | | | created/reset | | +| | | | with a | | +| | | | representative | | +| | | | or through the | | +| | | | IVR. To | | +| | | | reset a PIN in | | +| | | | the IVR, the | | +| | | | customer must | | +| | | | request a | | +| | | | secured option, | | +| | | | such as make a | | +| | | | payment. | | +| | | | Non-FAN CRU | | +| | | | customers who | | +| | | | established an | | +| | | | End-User PIN | | +| | | | prior to July | | +| | | | 31, 2017, | | +| | | | continue to use | | +| | | | their PIN to | | +| | | | verify. PINs | | +| | | | must be created | | +| | | | via the 611 | | +| | | | IVR. PINs | | +| | | | must be between | | +| | | | 4-8 digits, | | +| | | | non-sequential, | | +| | | | and cannot | | +| | | | contain a | | +| | | | subset of the | | +| | | | CTN or ZIP | | +| | | | code. Clarify | | +| | | | screen pop | | +| | | | displays Not | | +| | | | Available. | | +| | | | PINs cannot be | | +| | | | created or | | +| | | | reset through | | +| | | | the IVR. Valid | | +| | | | email address | | +| | | | is required. | | +| | | | Each FAN | | +| | | | Contact must | | +| | | | have their own | | +| | | | unique PIN. | | +| | | | PINs must be | | +| | | | between 5-7 | | +| | | | digits, non- | | +| | | | consecutive and | | +| | | | non-repeating. | | +| | | | Clarify FAN | | +| | | | Contact Screen | | +| | | | Pop provides | | +| | | | the name | | +| | | | associated with | | +| | | | the PIN. | | +| | | | FAN Contact | | +| | | | Screen Pop | | +| | | | Sales Support | | +| | | | Screen Pop | | +| | | | Clarify | | +| | | | presents a pop- | | +| | | | up box that | | +| | | | displays: | | +| | | | PIN | | +| | | | Authentication | | +| | | | Status Contact | | +| | | | Name | | +| | | | (associated to | | +| | | | the FAN Contact | | +| | | | PIN entered) | | +| | | | FAN Name FAN | | +| | | | Number IVR | | +| | | | Call | | +| | | | Disposition | | +| | | | Click OK on the | | +| | | | pop-up box, the | | +| | | | Verify Caller | | +| | | | screen | | +| | | | displays, which | | +| | | | includes the | | +| | | | IVR Verify/Sele | | +| | | | ction | | +| | | | Information | | +| | | | section. This | | +| | | | section auto- | | +| | | | populates | | +| | | | information | | +| | | | received from | | +| | | | the IVR for the | | +| | | | following | | +| | | | fields: | | +| | | | Status: | | +| | | | Displays the | | +| | | | status options | | +| | | | of Pass-FAN | | +| | | | Contact PIN or | | +| | | | Fail. Contact | | +| | | | Name: Displays | | +| | | | the name when | | +| | | | the customer | | +| | | | enters a PIN. | | +| | | | Call Reason: | | +| | | | Displays the | | +| | | | reason for the | | +| | | | call when the | | +| | | | customer | | +| | | | selects an | | +| | | | option from the | | +| | | | IVR menu. | | +| | | | When the voice | | +| | | | queue receives | | +| | | | a call from a | | +| | | | member of the | | +| | | | Account Team, | | +| | | | the FAN Contact | | +| | | | Screen Pop | | +| | | | displays the | | +| | | | following | | +| | | | fields: | | +| | | | Contact Name: | | +| | | | Sales Represent | | +| | | | ative/Employee | | +| | | | Name IVR Call | | +| | | | Disposition: | | +| | | | Sales Support | | +| | | | Call Back to | | +| | | | Top PIN | | +| | | | Creation / PIN | | +| | | | Change Launch | | +| | | | the Account | | +| | | | Security screen | | +| | | | by clicking the | | +| | | | Account | | +| | | | Security link, | | +| | | | located in the | | +| | | | Quick Actions | | +| | | | section. Heads | | +| | | | up: The Account | | +| | | | Number (BAN) | | +| | | | field greys out | | +| | | | when the | | +| | | | customer has | | +| | | | successfully | | +| | | | completed VID. | | +| | | | Send a One-Time | | +| | | | PIN to the | | +| | | | customer. To | | +| | | | send via email, | | +| | | | select Email to | | +| | | | > Send PIN. | | +| | | | Email address | | +| | | | must be on file | | +| | | | for 30 days. | | +| | | | To send via | | +| | | | text message, | | +| | | | select SMS to > | | +| | | | enter/select | | +| | | | the CTN > Send | | +| | | | PIN. | | +| | | | Customer has 2 | | +| | | | attempts to | | +| | | | pass the | | +| | | | validation; | | +| | | | each time, | | +| | | | create a new | | +| | | | PIN. If | | +| | | | Then An | | +| | | | incorrect email | | +| | | | address is on | | +| | | | file Send | | +| | | | the One-Time | | +| | | | PIN via SMS to | | +| | | | an eligible CTN | | +| | | | on the BAN. | | +| | | | Once the PIN | | +| | | | creation | | +| | | | process is | | +| | | | complete, | | +| | | | contact SSO to | | +| | | | correct the | | +| | | | email address. | | +| | | | If the customer | | +| | | | does not have | | +| | | | an eligible CTN | | +| | | | on the BAN, the | | +| | | | PIN cannot be | | +| | | | created during | | +| | | | this | | +| | | | interaction. | | +| | | | Contact SSO to | | +| | | | correct the | | +| | | | email address. | | +| | | | Set | | +| | | | expectations | | +| | | | that the | | +| | | | customer | | +| | | | Source: | | +| | | | Content: | | +| | | | Enter the PIN | | +| | | | the caller | | +| | | | provides into | | +| | | | the Caller | | +| | | | Response | | +| | | | field.Select | | +| | | | Validate.¶ The | | +| | | | customer has 3 | | +| | | | attempts to | | +| | | | provide the | | +| | | | correct PIN. Do | | +| | | | not attempt:¶ | | +| | | | A PIN reset.To | | +| | | | verify the | | +| | | | customer using | | +| | | | the Forgot PIN | | +| | | | scenarios.¶ ¶ | | +| | | | If the PIN isTh | | +| | | | enValidatedThe | | +| | | | customer is | | +| | | | verified. Grant | | +| | | | the customer | | +| | | | access based on | | +| | | | their role as | | +| | | | outlined in | | +| | | | Caller Access | | +| | | | Levels.¶ In | | +| | | | Clarify, select | | +| | | | Externally | | +| | | | Verified.BAN | | +| | | | Password/PIN | | +| | | | changes, | | +| | | | creations, and | | +| | | | resets cannot | | +| | | | be completed | | +| | | | via eChat. If | | +| | | | the customer | | +| | | | requests this | | +| | | | transaction, | | +| | | | they need to | | +| | | | call into | | +| | | | Business | | +| | | | Customer | | +| | | | Service.¶ Not | | +| | | | validatedThe | | +| | | | customer is | | +| | | | Unverified. | | +| | | | Resolve the | | +| | | | customer's | | +| | | | issue with | | +| | | | self-service | | +| | | | navigational | | +| | | | support or | | +| | | | assist with the | | +| | | | transactions | | +| | | | listed in the | | +| | | | General Access | | +| | | | section of the | | +| | | | Caller Access | | +| | | | Levels - CRU | | +| | | | Mobility .¶ Do | | +| | | | not make any | | +| | | | changes to the | | +| | | | customer's | | +| | | | username, | | +| | | | password, email | | +| | | | address, or | | +| | | | account.If the | | +| | | | customer | | +| | | | requires more | | +| | | | than just | | +| | | | navigational | | +| | | | support, advise | | +| | | | them to log | | +| | | | into their Contoso | | +| | | | portal, such as | | +| | | | Premier or the | | +| | | | myContoso Business | | +| | | | App. If they do | | +| | | | not wish to log | | +| | | | into the Contoso | | +| | | | portal, they | | +| | | | will need to | | +| | | | call in for | | +| | | | support.Do not | | +| | | | manually VID | | +| | | | the customer.In | | +| | | | Clarify, select | | +| | | | Not Verified.¶ | | +| | | | Suggested | | +| | | | Verbiage:¶ ¶ | | +| | | | End-Users: | | +| | | | Account | | +| | | | security is | | +| | | | important to | | +| | | | Contoso. Because | | +| | | | your | | +| | | | information did | | +| | | | not validate | | +| | | | via chat I can | | +| | | | only assist you | | +| | | | with general | | +| | | | questions and | | +| | | | navigational | | +| | | | support. If you | | +| | | | need account | | +| | | | specific | | +| | | | assistance, | | +| | | | please contact | | +| | | | our Business | | +| | | | Customer | | +| | | | Service | | +| | | | representatives | | +| | | | for assistance. | | +| | | | You can reach | | +| | | | them at 800.331 | | +| | | | .0500.FAN | | +| | | | Contacts: | | +| | | | Account | | +| | | | security is | | +| | | | important to | | +| | | | Contoso. Because | | +| | | | your | | +| | | | information did | | +| | | | not validate | | +| | | | via chat I can | | +| | | | only assist you | | +| | | | with general | | +| | | | questions and | | +| | | | navigational | | +| | | | support. If you | | +| | | | need account | | +| | | | specific | | +| | | | assistance, | | +| | | | please contact | | +| | | | our Business | | +| | | | Customer | | +| | | | Service | | +| | | | representatives | | +| | | | for assistance. | | +| | | | You can reach | | +| | | | them at | | +| | | | 800.999.5445 | | +| | | | (Large | | +| | | | Business) or | | +| | | | 800.331.0500 | | +| | | | (Small | | +| | | | Business).¶ ¶ | | +| | | | ¶ FAN Password | | +| | | | & End-User | | +| | | | PINFAN Password | | +| | | | & FAN Contact | | +| | | | PIN¶ Enhanced | | +| | | | Security The | | +| | | | customer's | | +| | | | employer has | | +| | | | enabled | | +| | | | Enhanced | | +| | | | Security as | | +| | | | part of the | | +| | | | verification | | +| | | | process. All | | +| | | | customers must | | +| | | | provide both | | +| | | | the FAN | | +| | | | Password and | | +| | | | FAN | | +| | | | Contact/End- | | +| | | | User PIN. | | +| | | | Accounts with | | +| | | | Enhanced | | +| | | | Security do not | | +| | | | qualify for the | | +| | | | alternative | | +| | | | verification | | +| | | | process used in | | +| | | | the Forgot PIN | | +| | | | Scenarios.¶ | | +| | | | Ask the caller | | +| | | | to provide the | | +| | | | FAN Password | | +| | | | and FAN | | +| | | | Contact/End- | | +| | | | User PIN.Enter | | +| | | | the customer's | | +| | | | response in the | | +| | | | Caller Response | | +| | | | field of | | +| | | | Clarify.¶ The | | +| | | | caller has 3 | | +| | | | attempts to | | +| | | | provide the | | +| | | | correct FAN | | +| | | | password and | | +| | | | PIN.¶ Enter | | +| | | | the FAN | | +| | | | Password and | | +| | | | FAN Contact PIN | | +| | | | the caller | | +| | | | provides into | | +| | | | the Caller | | +| | | | Response | | +| | | | field.Select | | +| | | | Validate.¶ ¶ | | +| | | | If the Customer | | +| | | | ThenCorrectly | | +| | | | verified both | | +| | | | itemsThe | | +| | | | customer is | | +| | | | verified. Grant | | +| | | | the customer | | +| | | | access based on | | +| | | | their role as | | +| | | | outlined in | | +| | | | Caller Access | | +| | | | Levels - CRU | | +| | | | Mobility.¶ In | | +| | | | Clarify, select | | +| | | | Externally | | +| | | | Verified.BAN | | +| | | | Password/PIN | | +| | | | changes, | | +| | | | creations, and | | +| | | | resets cannot | | +| | | | be completed | | +| | | | via eChat. If | | +| | | | the customer | | +| | | | requests this | | +| | | | transaction, | | +| | | | they need to | | +| | | | call into | | +| | | | Business | | +| | | | Customer | | +| | | | Service.¶ | | +| | | | Cannot verify | | +| | | | FAN PasswordThe | | +| | | | customer is | | +| | | | Unverified. | | +| | | | Resolve the | | +| | | | customer's | | +| | | | issue with | | +| | | | self-service | | +| | | | navigational | | +| | | | support or | | +| | | | assist with the | | +| | | | transactions | | +| | | | listed in the | | +| | | | General Access | | +| | | | section of the | | +| | | | Caller Access | | +| | | | Levels - CRU | | +| | | | Mobility .¶ Do | | +| | | | not make any | | +| | | | changes to the | | +| | | | customer's | | +| | | | username, | | +| | | | password, email | | +| | | | address, or | | +| | | | account.If the | | +| | | | customer | | +| | | | requires more | | +| | | | than just | | +| | | | navigational | | +| | | | support, advise | | +| | | | them to log | | +| | | | into their Contoso | | +| | | | portal, such as | | +| | | | Premier or the | | +| | | | myContoso Business | | +| | | | App. If they do | | +| | | | not wish to log | | +| | | | into the Contoso | | +| | | | portal, they | | +| | | | will need to | | +| | | | call in for | | +| | | | support.Do not | | +| | | | manually VID | | +| | | | the customer.In | | +| | | | Clarify, select | | +| | | | Not Verified.¶ | | +| | | | Suggested | | +| | | | Verbiage:¶ ¶ | | +| | | | End-Users: | | +| | | | Account | | +| | | | security is | | +| | | | important to | | +| | | | Contoso. Because | | +| | | | your | | +| | | | information did | | +| | | | not validate | | +| | | | via chat I can | | +| | | | only assist you | | +| | | | with general | | +| | | | questions and | | +| | | | navigational | | +| | | | support. If you | | +| | | | need account | | +| | | | specific | | +| | | | assistance, | | +| | | | please contact | | +| | | | our Business | | +| | | | Customer | | +| | | | Service | | +| | | | representatives | | +| | | | for assistance. | | +| | | | You can reach | | +| | | | them at 800.331 | | +| | | | .0500.FAN | | +| | | | Contacts: | | +| | | | Account | | +| | | | security is | | +| | | | important to | | +| | | | Contoso. Because | | +| | | | your | | +| | | | information did | | +| | | | not validate | | +| | | | via chat I can | | +| | | | only assist you | | +| | | | with general | | +| | | | questions and | | +| | | | navigational | | +| | | | support. If you | | +| | | | need account | | +| | | | specific | | +| | | | assistance, | | +| | | | please contact | | +| | | | our Business | | +| | | | Customer | | +| | | | Service | | +| | | | representatives | | +| | | | for assistance. | | +| | | | You can reach | | +| | | | them at | | +| | | | 800.999.5445 | | +| | | | (Large | | +| | | | Business) or | | +| | | | 800.331.0500 | | +| | | | (Small | | +| | | | Business).¶ | | +| | | | Correctly | | +| | | | verified FAN | | +| | | | Password but | | +| | | | not FAN Contact | | +| | | | / End-User PIN¶ | | +| | | | Non-PIN VID | | +| | | | Options (FAN | | +| | | | Password, | | +| | | | Account Number, | | +| | | | IMEI, ICC | | +| | | | Source: | | +| | | | Content: enter | | +| | | | the PIN again. | | +| | | | PIN values must | | +| | | | be 5-7 | | +| | | | numerical | | +| | | | digits, cannot | | +| | | | be sequential | | +| | | | (1234) or | | +| | | | identical | | +| | | | (11111). Ask | | +| | | | the customer to | | +| | | | establish a PIN | | +| | | | within the | | +| | | | provided | | +| | | | requirements. | | +| | | | The selected | | +| | | | PIN is not | | +| | | | available. | | +| | | | Please enter a | | +| | | | different PIN | | +| | | | value and | | +| | | | resubmit. Ask | | +| | | | the customer to | | +| | | | provide a | | +| | | | different PIN. | | +| | | | This PIN value | | +| | | | cannot be | | +| | | | updated because | | +| | | | this customer | | +| | | | has an | | +| | | | Agreement in | | +| | | | 'Pending | | +| | | | Agreement | | +| | | | Acceptance'. | | +| | | | Update can only | | +| | | | be sent from | | +| | | | ROME on Agreeme | | +| | | | nts/Contacts by | | +| | | | clicking the | | +| | | | Send Contract | | +| | | | Info button. | | +| | | | Follow the | | +| | | | steps outlined | | +| | | | in PIN AMB | | +| | | | Agreement | | +| | | | Acceptance | | +| | | | Process - BMC. | | +| | | | Due to missing | | +| | | | external data, | | +| | | | Account | | +| | | | Security screen | | +| | | | cannot be | | +| | | | opened. An | | +| | | | incorrect role | | +| | | | was selected on | | +| | | | the Clarify | | +| | | | Verification | | +| | | | screen. When | | +| | | | creating/resett | | +| | | | ing FAN Contact | | +| | | | PINs, select | | +| | | | their Name/Role | | +| | | | from the Caller | | +| | | | List. When cre | | +| | | | ating/resetting | | +| | | | End-User PINs, | | +| | | | select Other > | | +| | | | Mobile User/End | | +| | | | User. FAN | | +| | | | Contact PIN | | +| | | | update is not | | +| | | | available due | | +| | | | to invalid | | +| | | | email address | | +| | | | listed for the | | +| | | | FAN Contact in | | +| | | | ROME. The | | +| | | | final step of | | +| | | | the PIN reset | | +| | | | cannot be | | +| | | | completed | | +| | | | because: The | | +| | | | email address | | +| | | | has a typo the | | +| | | | email address | | +| | | | has an | | +| | | | incorrect | | +| | | | domain | | +| | | | Resolution: | | +| | | | Contact SSO via | | +| | | | Chat to correct | | +| | | | the email | | +| | | | address. Once | | +| | | | SSO confirms | | +| | | | the email | | +| | | | address has | | +| | | | been updated, | | +| | | | save the new | | +| | | | PIN. Back to | | +| | | | Top Source: | | +| | | | Content: Reset | | +| | | | via the 611 IVR | | +| | | | from their | | +| | | | mobile device. | | +| | | | Complete all | | +| | | | steps of a PIN | | +| | | | Reset next time | | +| | | | they call. | | +| | | | Customer is | | +| | | | verified. | | +| | | | Heads up: Never | | +| | | | attempt a PIN | | +| | | | reset for | | +| | | | customer's | | +| | | | verified via | | +| | | | this process. | | +| | | | Final step of | | +| | | | the PIN reset | | +| | | | cannot be | | +| | | | completed | | +| | | | because: | | +| | | | Email address | | +| | | | has a typo | | +| | | | Email address | | +| | | | has an | | +| | | | incorrect | | +| | | | domain Contact | | +| | | | SSO via Chat to | | +| | | | correct the | | +| | | | email address. | | +| | | | Save the new | | +| | | | PIN. Customer | | +| | | | is verified. | | +| | | | Generic Help | | +| | | | Desk contact is | | +| | | | set up with a | | +| | | | PIN Exit the | | +| | | | Account | | +| | | | Security screen | | +| | | | and return to | | +| | | | the Verify | | +| | | | Callers screen. | | +| | | | Select Other on | | +| | | | the Caller | | +| | | | List. Choose | | +| | | | Help Desk from | | +| | | | the drop-down | | +| | | | list. Enter | | +| | | | the customer's | | +| | | | first and last | | +| | | | name in the | | +| | | | field to the | | +| | | | right. Verify | | +| | | | the customer | | +| | | | via one of the | | +| | | | Verification | | +| | | | Criteria | | +| | | | options: | | +| | | | Help Desk | | +| | | | Password: | | +| | | | When present, | | +| | | | the Help Desk | | +| | | | Password must | | +| | | | be provided. | | +| | | | Last 4-digits | | +| | | | of the IMEI | | +| | | | Last 4-digits | | +| | | | of the ICCID | | +| | | | Last 4-digits | | +| | | | of the BAN | | +| | | | Customer is | | +| | | | verified. | | +| | | | Heads up: Do | | +| | | | not attempt a | | +| | | | PIN reset for | | +| | | | customer's | | +| | | | verified via | | +| | | | this process. | | +| | | | Cancelled/Tenta | | +| | | | tive account | | +| | | | and: Email | | +| | | | address is | | +| | | | incorrect No | | +| | | | active CTN's to | | +| | | | receive the | | +| | | | One-Time PIN | | +| | | | via SMS Exit | | +| | | | the Account | | +| | | | Security screen | | +| | | | and return to | | +| | | | the Verify | | +| | | | Callers screen. | | +| | | | Select Other on | | +| | | | the Caller | | +| | | | List. Choose C | | +| | | | ancelled/Tentat | | +| | | | ive BAN AOP or | | +| | | | Cancelled/Tenta | | +| | | | tive BAN End | | +| | | | User from the | | +| | | | drop-down list. | | +| | | | Enter the | | +| | | | customer's | | +| | | | first and last | | +| | | | name into the | | +| | | | field to the | | +| | | | right. | | +| | | | Customer must | | +| | | | provide the | | +| | | | full BAN. If | | +| | | | the customer | | +| | | | does not know | | +| | | | the tentative | | +| | | | account number, | | +| | | | they may still | | +| | | | pass VID using | | +| | | | the full Tax | | +| | | | ID/FAN number | | +| | | | or the | | +| | | | account/company | | +| | | | name. Obtain | | +| | | | the full Tax ID | | +| | | | number, but | | +| | | | consider the | | +| | | | Tax ID number | | +| | | | verified if | | +| | | | only the last | | +| | | | 4-digits match | | +| | | | what is visible | | +| | | | on the account. | | +| | | | Customer is | | +| | | | verified. | | +| | | | Heads up: Do | | +| | | | not attempt a | | +| | | | PIN reset for | | +| | | | customer's | | +| | | | verified via | | +| | | | this process. | | +| | | | Back to Top | | +| | | | Error Messages | | +| | | | Clarify Message | | +| | | | Reason/Recommen | | +| | | | dation The | | +| | | | subscriber | | +| | | | entered is not | | +| | | | eligible for a | | +| | | | one-time PIN. | | +| | | | The One-Time | | +| | | | PIN cannot be | | +| | | | sent to the CTN | | +| | | | because: The | | +| | | | CTN is located | | +| | | | outside of the | | +| | | | U.S. A SIM | | +| | | | Swap occurred | | +| | | | in the past 48 | | +| | | | hours. An IMEI | | +| | | | mismatch | | +| | | | exists. | | +| | | | Validate the | | +| | | | IMEI and | | +| | | | process any | | +| | | | necessary | | +| | | | updates. The | | +| | | | account has | | +| | | | exceeded the | | +| | | | number of | | +| | | | allowable PINs. | | +| | | | No new PIN was | | +| | | | generated. PINs | | +| | | | that have | | +| | | | already been | | +| | | | sent may still | | +| | | | be validated. | | +| | | | The maximum | | +| | | | number of PINs | | +| | | | (10) that can | | +| | | | generate in a | | +| | | | 24-hour period | | +| | | | has been | | +| | | | reached: The | | +| | | | PINs have not | | +| | | | expired and can | | +| | | | still be | | +| | | | validated. | | +| | | | Attempt to | | +| | | | validate an | | +| | | | existing PIN | | +| | | | already sent to | | +| | | | the customer. | | +| | | | The account has | | +| | | | been locked | | +| | | | because PIN | | +| | | | Validation has | | +| | | | exceeded the | | +| | | | attempt | | +| | | | threshold | | +| | | | within the last | | +| | | | 24 hours. | | +| | | | Please click Ok | | +| | | | to close the | | +| | | | Account | | +| | | | Security | | +| | | | screen. | | +| | | | Entering a | | +| | | | temporary PIN | | +| | | | incorrectly 5 | | +| | | | times locks the | | +| | | | account for 24 | | +| | | | hours. During | | +| | | | the locked | | +| | | | period, the | | +| | | | customer may | | +| | | | visit a Retail | | +| | | | location for | | +| | | | assistance. | | +| | | | The account has | | +| | | | been locked | | +| | | | because PIN | | +| | | | Validation has | | +| | | | exceeded the | | +| | | | attempt | | +| | | | threshold | | +| | | | within the last | | +| | | | 24 hours. | | +| | | | Please click Ok | | +| | | | to close the | | +| | | | Account | | +| | | | Security screen | | +| | | | Pop up for | | +| | | | displaying that | | +| | | | both SMS and | | +| | | | email were not | | +| | | | retrieved for | | +| | | | the account. | | +| | | | No active | | +| | | | subscribers or | | +| | | | email address | | +| | | | have been | | +| | | | identified on | | +| | | | this account. | | +| | | | PIN Validation | | +| | | | cannot be | | +| | | | completed. | | +| | | | Please click Ok | | +| | | | to close the | | +| | | | Account | | +| | | | Security | | +| | | | screen. No | | +| | | | active | | +| | | | subscribers or | | +| | | | email address | | +| | | | have been | | +| | | | identified on | | +| | | | this account. | | +| | | | PIN Validation | | +| | | | cannot be | | +| | | | completed. Pop | | +| | | | up for | | +| | | | displaying that | | +| | | | both SMS and | | +| | | | email were not | | +| | | | retrieved for | | +| | | | the account. | | +| | | | Failed to | | +| | | | deliver PIN to | | +| | | | customer. | | +| | | | Please retry or | | +| | | | use alternate | | +| | | | delivery method | | +| | | | to send PIN. | | +| | | | Attempt to send | | +| | | | the PIN to the | | +| | | | customer via an | | +| | | | alternate | | +| | | | method (SMS or | | +| | | | email). The | | +| | | | account has | | +| | | | been locked | | +| | | | because PIN | | +| | | | Validation has | | +| | | | exceeded the | | +| | | | attempt | | +| | | | threshold | | +| | | | within the last | | +| | | | 24 hours. | | +| | | | Passcode update | | +| | | | cannot be | | +| | | | completed. | | +| | | | Entering a | | +| | | | temporary PIN | | +| | | | incorrectly 5 | | +| | | | times locks the | | +| | | | account for 24 | | +| | | | hours. During | | +| | | | the locked | | +| | | | period, the | | +| | | | customer may | | +| | | | visit a Retail | | +| | | | location for | | +| | | | assistance. | | +| | | | FAN Contact PIN | | +| | | | update is not | | +| | | | available due | | +| | | | to internal | | +| | | | error. This | | +| | | | message appears | | +| | | | when there is a | | +| | | | time out. | | +| | | | Attempt to | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: FAN | | +| | | | Contacts & | | +| | | | Account Holder | | +| | | | (Non-FAN CRU) | | +| | | | | End-User | | +| | | | (FAN/Non-FAN) | | +| | | | | Online Social | | +| | | | Media | FAQ | | +| | | | This policy | | +| | | | identifies what | | +| | | | customer | | +| | | | information | | +| | | | requires | | +| | | | special | | +| | | | treatment and | | +| | | | how Contoso | | +| | | | collects, | | +| | | | stores, and | | +| | | | transmits such | | +| | | | information. | | +| | | | Adhere to all | | +| | | | VID requirement | | +| | | | s before | | +| | | | disclosing any | | +| | | | information. | | +| | | | Internal | | +| | | | centers only: | | +| | | | Not complying | | +| | | | with this | | +| | | | policy is a | | +| | | | violation of | | +| | | | the Code of | | +| | | | Business | | +| | | | Conduct (COBC). | | +| | | | PII vs SPI | | +| | | | Personal | | +| | | | Identifiable | | +| | | | Information | | +| | | | (PII): Any | | +| | | | information | | +| | | | that identifies | | +| | | | the customer, | | +| | | | or can be | | +| | | | linked to the | | +| | | | customer. | | +| | | | Customer PII, | | +| | | | if compromised, | | +| | | | could lead to | | +| | | | identity theft. | | +| | | | Sensitive | | +| | | | Personal | | +| | | | Information | | +| | | | (SPI): Any | | +| | | | customer | | +| | | | information | | +| | | | which is a | | +| | | | subset of PII | | +| | | | that requires a | | +| | | | higher degree | | +| | | | of protection | | +| | | | by law. If this | | +| | | | information is | | +| | | | made public, it | | +| | | | could expose | | +| | | | the customer to | | +| | | | a risk, | | +| | | | including fraud | | +| | | | or identity | | +| | | | theft. Do’s | | +| | | | Ensure | | +| | | | documents | | +| | | | containing | | +| | | | customer | | +| | | | SPI/PII are | | +| | | | shredded or | | +| | | | erased, in the | | +| | | | case of | | +| | | | computer media, | | +| | | | prior to | | +| | | | disposal. | | +| | | | All non- | | +| | | | electronic | | +| | | | documents | | +| | | | containing | | +| | | | customer | | +| | | | SPI/PII must be | | +| | | | shredded by | | +| | | | approved | | +| | | | vendors or | | +| | | | disposed in | | +| | | | secure | | +| | | | shredding bins. | | +| | | | In the case of | | +| | | | computer files, | | +| | | | this includes | | +| | | | Notepad, | | +| | | | Metapad, | | +| | | | Microsoft Word, | | +| | | | or Excel. SPI | | +| | | | is deleted upon | | +| | | | the completion | | +| | | | of each | | +| | | | transaction. | | +| | | | Enter whatever | | +| | | | SPI/PII | | +| | | | information is | | +| | | | required in the | | +| | | | dynamic | | +| | | | attributes | | +| | | | fields of a | | +| | | | Clarify case; | | +| | | | Clarify | | +| | | | encrypts the | | +| | | | SPI/PII. | | +| | | | Does not apply | | +| | | | to the | | +| | | | Additional | | +| | | | Notes field or | | +| | | | attachments. | | +| | | | Information | | +| | | | supplied in the | | +| | | | Additional | | +| | | | Notes field or | | +| | | | on an | | +| | | | attachment is | | +| | | | not encrypted. | | +| | | | On occasions | | +| | | | when SPI | | +| | | | information is | | +| | | | received, | | +| | | | review the | | +| | | | email and take | | +| | | | one of the | | +| | | | following | | +| | | | acceptable | | +| | | | actions: | | +| | | | Remove SPI: | | +| | | | Remove SPI from | | +| | | | any Reply or | | +| | | | Forward emails. | | +| | | | SPI violations | | +| | | | can be avoided | | +| | | | by deleting SPI | | +| | | | from email | | +| | | | strings. | | +| | | | Encrypt Email: | | +| | | | If your | | +| | | | business | | +| | | | processes | | +| | | | depend on the | | +| | | | transmission of | | +| | | | SPI, all emails | | +| | | | sent going | | +| | | | forward, | | +| | | | including SPI, | | +| | | | must be | | +| | | | encrypted. | | +| | | | When emailing | | +| | | | SPI/PII, ensure | | +| | | | the email | | +| | | | address of | | +| | | | record has been | | +| | | | present 30 days | | +| | | | or more. | | +| | | | Dont’s Never | | +| | | | remove customer | | +| | | | SPI/PII from | | +| | | | your work | | +| | | | location. Do | | +| | | | not email to | | +| | | | your home or an | | +| | | | outside | | +| | | | computer and do | | +| | | | not carry | | +| | | | documents with | | +| | | | SPI/PII outside | | +| | | | your work | | +| | | | location. Do | | +| | | | not provide or | | +| | | | confirm a End- | | +| | | | User / FAN | | +| | | | Contact PIN for | | +| | | | any customer | | +| | | | type. This | | +| | | | includes | | +| | | | discussing over | | +| | | | the phone, | | +| | | | account | | +| | | | notations, emai | | +| | | | l/mail/fax/SMS, | | +| | | | online chat, or | | +| | | | social media. | | +| | | | Never ask | | +| | | | customers to | | +| | | | email their | | +| | | | PII. Any | | +| | | | transmission | | +| | | | and retention | | +| | | | of the CVN | | +| | | | number (3-digit | | +| | | | number on the | | +| | | | back of a | | +| | | | credit card) is | | +| | | | a violation of | | +| | | | the PCI | | +| | | | regulations. | | +| | | | This | | +| | | | information | | +| | | | cannot be | | +| | | | provided or | | +| | | | confirmed to a | | +| | | | caller, noted | | +| | | | on an account, | | +| | | | emailed, | | +| | | | mailed, or | | +| | | | faxed. Do not | | +| | | | leave a | | +| | | | customer's | | +| | | | password or | | +| | | | other PII or | | +| | | | SPI on | | +| | | | voicemail. FAN | | +| | | | Contacts / | | +| | | | Account Holder | | +| | | | (Non-FAN CRU) | | +| | | | When the | | +| | | | customer is | | +| | | | unable to VID, | | +| | | | you can only | | +| | | | confirm the | | +| | | | following: | | +| | | | If the wireless | | +| | | | number | | +| | | | populates in | | +| | | | Clarify, it can | | +| | | | be confirmed in | | +| | | | the greeting. | | +| | | | The FAN contact | | +| | | | email address | | +| | | | listed on the | | +| | | | Account | | +| | | | Security screen | | +| | | | in Clarify may | | +| | | | be confirmed | | +| | | | during the PIN | | +| | | | reset and PIN | | +| | | | creation | | +| | | | process.  | | +| | | | The caller is | | +| | | | allowed 3 | | +| | | | attempts to | | +| | | | provide the | | +| | | | correct email | | +| | | | address. After | | +| | | | the third | | +| | | | attempt, the | | +| | | | caller is | | +| | | | unverified. | | +| | | | Verified | | +| | | | TCM/AOP/DM/DD | | +| | | | or non-FAN CRU | | +| | | | Account Holder | | +| | | | may be provided | | +| | | | /confirmed as | | +| | | | shown below, | | +| | | | for any line on | | +| | | | the BAN or FAN. | | +| | | | Review FaST for | | +| | | | special | | +| | | | instructions. | | +| | | | SPI / PII | | +| | | | Element | | +| | | | Discuss via | | +| | | | Phone / Chat | | +| | | | Email / Mail / | | +| | | | Fax Include in | | +| | | | Notes Account | | +| | | | Name Provide: | | +| | | | Yes Confirm: | | +| | | | Yes Email: Yes | | +| | | | Mail: Yes Fax: | | +| | | | No Yes | | +| | | | Account / | | +| | | | Foundation | | +| | | | Account Number | | +| | | | (BAN/FAN) | | +| | | | Provide: Yes | | +| | | | Confirm: Yes | | +| | | | Email: Yes | | +| | | | Mail: Yes Fax: | | +| | | | No Yes | | +| | | | Account | | +| | | | Password (BAN | | +| | | | or FAN | | +| | | | Password) | | +| | | | Provide: No | | +| | | | Confirm: No | | +| | | | Email: No | | +| | | | Mail: No Fax: | | +| | | | No No Banking | | +| | | | Information | | +| | | | Includes: | | +| | | | Full checking/s | | +| | | | avings account | | +| | | | number Debit | | +| | | | card number | | +| | | | PIN/password to | | +| | | | any banking | | +| | | | information | | +| | | | Provide: No | | +| | | | Confirm: No | | +| | | | Email: No | | +| | | | Mail: No | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 6 | What is the | The Account | Content: What I | 10 | +| | Account | Verification | Need to Know | | +| | Verification | Process for | Adhere to all | | +| | Process for | eChat repres | VID Business | | +| | eChat repres | entatives is | Rules found in | | +| | entatives? | outlined in | Account | | +| | | the Account | Verification | | +| | | Verification | Process - BCSS | | +| | | Process - | . If a | | +| | | BCSS | verified end- | | +| | | document. It | user claims to | | +| | | includes | have more | | +| | | procedures | access than | | +| | | for | allowed, or | | +| | | verifying | needs | | +| | | customers | authorization, | | +| | | who are | refer the | | +| | | logged in | customer to | | +| | | and those | their company | | +| | | who are not | Premier | | +| | | logged in, | Administrator | | +| | | as well as | to update their | | +| | | steps for | Premier | | +| | | handling | permissions in | | +| | | manual | order to make | | +| | | verification | the change. | | +| | | and | Definitions¶ | | +| | | unverified | Logged In: | | +| | | customers. | Customer is | | +| | | (Source: | logged into an | | +| | | Account | online | | +| | | Verification | portal/app, at | | +| | | Process - | least one data | | +| | | BCSS) | variable passed | | +| | | | (specific to | | +| | | | the customer’s | | +| | | | account, such | | +| | | | as CTN, FAN, | | +| | | | Account Name, | | +| | | | or BAN), and an | | +| | | | Authentication | | +| | | | Page Marker | | +| | | | displays.¶ | | +| | | | Exception: If | | +| | | | the data | | +| | | | variables did | | +| | | | not pass and | | +| | | | the chat reads | | +| | | | Authenticated | | +| | | | TRUE after a | | +| | | | URL string, the | | +| | | | customer is | | +| | | | considered | | +| | | | logged in.¶ | | +| | | | Not Logged In: | | +| | | | Data variables | | +| | | | did not pass | | +| | | | and the | | +| | | | customer may | | +| | | | not be logged | | +| | | | into an online | | +| | | | portal/app, or | | +| | | | they may be | | +| | | | logged in, but | | +| | | | we are unable | | +| | | | to validate the | | +| | | | customer is | | +| | | | logged in per | | +| | | | the data | | +| | | | pass.Transfers: | | +| | | | Chat transfer.¶ | | +| | | | Logged In VID | | +| | | | Process Review | | +| | | | the data pass | | +| | | | variables:¶ | | +| | | | Not all | | +| | | | variables will | | +| | | | pass through.¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | provide:¶ | | +| | | | CTN:¶ In | | +| | | | Clarify, ensure | | +| | | | the correct CTN | | +| | | | is selected in | | +| | | | the Subscriber | | +| | | | List.¶ Their | | +| | | | full name:¶ | | +| | | | Check FaST to | | +| | | | determine if | | +| | | | the customer is | | +| | | | a FAN contact. | | +| | | | FAN contacts | | +| | | | must be listed | | +| | | | in FaST.Select | | +| | | | the appropriate | | +| | | | Customer Name | | +| | | | and Role in | | +| | | | Clarify.¶ | | +| | | | Account Name: | | +| | | | ¶ Confirm the | | +| | | | information | | +| | | | provided via | | +| | | | Clarify or | | +| | | | Telegence.¶ ¶ | | +| | | | All items | | +| | | | provided must | | +| | | | match the data | | +| | | | pass variables | | +| | | | provided. | | +| | | | Example: Data | | +| | | | pass variable | | +| | | | of account name | | +| | | | must match the | | +| | | | account name | | +| | | | provided by the | | +| | | | customer.¶ | | +| | | | IfThenAll | | +| | | | conditions are | | +| | | | met The | | +| | | | customer is | | +| | | | verified. Grant | | +| | | | the customer | | +| | | | access based on | | +| | | | their role as | | +| | | | outlined in | | +| | | | Caller Access | | +| | | | Levels.¶ In | | +| | | | Clarify, select | | +| | | | Externally | | +| | | | Verified.FAN | | +| | | | Password/PIN | | +| | | | changes, | | +| | | | creations, and | | +| | | | resets cannot | | +| | | | be completed | | +| | | | via eChat. If | | +| | | | the customer | | +| | | | requests this | | +| | | | transaction, | | +| | | | they need to | | +| | | | call into | | +| | | | Business | | +| | | | Customer | | +| | | | Service.¶ All | | +| | | | conditions are | | +| | | | not metContinue | | +| | | | to the next | | +| | | | step.¶ The | | +| | | | customer | | +| | | | requires manual | | +| | | | verification. | | +| | | | Ask the | | +| | | | customer to | | +| | | | provide:¶ | | +| | | | Wireless | | +| | | | Number: ◦If the | | +| | | | caller provides | | +| | | | the full BAN | | +| | | | instead of the | | +| | | | CTN, accept the | | +| | | | BAN, but ask | | +| | | | the caller | | +| | | | which CTN they | | +| | | | are calling | | +| | | | about.¶ For Ca | | +| | | | ncelled/Tentati | | +| | | | ve accounts | | +| | | | with no CTNs, | | +| | | | see Other | | +| | | | options allowed | | +| | | | instead of a | | +| | | | CTN to | | +| | | | determine an | | +| | | | alternative VID | | +| | | | element to the | | +| | | | CTN.In Clarify, | | +| | | | ensure the | | +| | | | correct CTN is | | +| | | | selected in the | | +| | | | Subscriber | | +| | | | List.¶ | | +| | | | Customer's Full | | +| | | | Name:¶ End- | | +| | | | Users: Review | | +| | | | the FAN | | +| | | | Profile/EUMC | | +| | | | Table/Clarify | | +| | | | notes before | | +| | | | assisting.FAN | | +| | | | Contacts: | | +| | | | Verification | | +| | | | information | | +| | | | should be | | +| | | | available in | | +| | | | Clarify. Lines | | +| | | | over 200 | | +| | | | contacts | | +| | | | require using | | +| | | | FaST.¶ Account | | +| | | | Name¶ ¶ | | +| | | | IfThenAll 3 | | +| | | | items are provi | | +| | | | dedContinue to | | +| | | | the next step. | | +| | | | All 3 items are | | +| | | | not provided | | +| | | | The customer is | | +| | | | Unverified. | | +| | | | Resolve the | | +| | | | customer's | | +| | | | issue with | | +| | | | self-service | | +| | | | navigational | | +| | | | support or | | +| | | | assist with the | | +| | | | transactions | | +| | | | listed in the | | +| | | | General Access | | +| | | | section of the | | +| | | | Caller Access | | +| | | | Levels.¶ Do | | +| | | | not make any | | +| | | | changes to the | | +| | | | customer's | | +| | | | username, | | +| | | | password, email | | +| | | | address, or | | +| | | | account.If the | | +| | | | customer | | +| | | | requires more | | +| | | | than just | | +| | | | navigational | | +| | | | support, advise | | +| | | | them to log | | +| | | | into their Contoso | | +| | | | portal, such as | | +| | | | Premier or the | | +| | | | myContoso Business | | +| | | | App. If they do | | +| | | | not wish to log | | +| | | | into the Contoso | | +| | | | portal, they | | +| | | | will need to | | +| | | | call in for | | +| | | | support.Do not | | +| | | | manually VID | | +| | | | the customer.In | | +| | | | Clarify, select | | +| | | | Not Verified.¶ | | +| | | | Suggested | | +| | | | Verbiage:¶ ¶ | | +| | | | End-Users: | | +| | | | Account | | +| | | | security is | | +| | | | important to | | +| | | | Contoso. Because | | +| | | | your | | +| | | | information did | | +| | | | not validate | | +| | | | via chat I can | | +| | | | only assist you | | +| | | | with general | | +| | | | questions and | | +| | | | navigational | | +| | | | support. If you | | +| | | | need account | | +| | | | specific | | +| | | | assistance, | | +| | | | please contact | | +| | | | our Business | | +| | | | Customer | | +| | | | Service | | +| | | | representatives | | +| | | | for assistance. | | +| | | | You can reach | | +| | | | them at 800.331 | | +| | | | .0500.FAN | | +| | | | Contacts: | | +| | | | Account | | +| | | | security is | | +| | | | important to | | +| | | | Contoso. Because | | +| | | | your | | +| | | | information did | | +| | | | not validate | | +| | | | via chat I can | | +| | | | only assist you | | +| | | | with general | | +| | | | questions and | | +| | | | navigational | | +| | | | support. If you | | +| | | | need account | | +| | | | specific | | +| | | | assistance, | | +| | | | please contact | | +| | | | our Business | | +| | | | Customer | | +| | | | Service | | +| | | | representatives | | +| | | | for assistance. | | +| | | | You can reach | | +| | | | them at | | +| | | | 800.999.5445 | | +| | | | (Large | | +| | | | Business) or | | +| | | | 800.331.0500 | | +| | | | (Small | | +| | | | Business).¶ ¶ | | +| | | | CRU FAN Account | | +| | | | ¶ Verification | | +| | | | Criteria Box Di | | +| | | | splaysProcedure | | +| | | | s¶ End-User | | +| | | | PINFAN Contact | | +| | | | PIN¶ The | | +| | | | customer has | | +| | | | previously | | +| | | | established a | | +| | | | FAN | | +| | | | Contact/End- | | +| | | | User PIN and | | +| | | | must provide | | +| | | | the PIN as part | | +| | | | of the VID | | +| | | | process. Ask | | +| | | | the customer to | | +| | | | provide their | | +| | | | End-User PIN.¶ | | +| | | | Source: | | +| | | | Content: Access | | +| | | | to customers' | | +| | | | accounts is | | +| | | | only authorized | | +| | | | with a valid | | +| | | | business reason | | +| | | | as part of your | | +| | | | work duties. | | +| | | | Perform VID on | | +| | | | every call. | | +| | | | Failure to | | +| | | | follow all | | +| | | | steps in the | | +| | | | account | | +| | | | verification | | +| | | | process can put | | +| | | | the customer's | | +| | | | account | | +| | | | information at | | +| | | | risk. | | +| | | | Internal | | +| | | | centers: Any | | +| | | | such failure is | | +| | | | a violation of | | +| | | | the Code of | | +| | | | Business | | +| | | | Conduct. | | +| | | | Dual SIM: | | +| | | | Multiple lines | | +| | | | of service can | | +| | | | be associated | | +| | | | to the device. | | +| | | | Authenticate | | +| | | | each line | | +| | | | separately. See | | +| | | | Dual SIM / Dual | | +| | | | Standby (DSDS) | | +| | | | - BCSS. | | +| | | | Verification | | +| | | | Procedures | | +| | | | Select the | | +| | | | verification | | +| | | | method for your | | +| | | | caller type | | +| | | | and/or | | +| | | | workgroup. | | +| | | | Scenario VID | | +| | | | Process | | +| | | | Clarify | | +| | | | displays | | +| | | | Verified | | +| | | | Successfully | | +| | | | (CRU/FirstNet | | +| | | | Agency Paid) | | +| | | | Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Authenticated | | +| | | | Caller - BCSS | | +| | | | Clarify does | | +| | | | not display | | +| | | | Verified | | +| | | | Successfully | | +| | | | (CRU/FirstNet | | +| | | | Agency Paid) | | +| | | | Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Authentication | | +| | | | Needed - BCSS | | +| | | | eChat | | +| | | | Representatives | | +| | | | Only Account | | +| | | | Verification | | +| | | | Process - BCSS | | +| | | | eChat | | +| | | | Representatives | | +| | | | Internal | | +| | | | Employee or | | +| | | | Transferred | | +| | | | Call Account | | +| | | | Verification | | +| | | | Process - Contoso | | +| | | | Employee/Intern | | +| | | | al Transfer - | | +| | | | BCSS Retail & | | +| | | | Sales and | | +| | | | Service | | +| | | | Managers | | +| | | | (BMC/BME/BM IoT | | +| | | | Only) Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Retail & Sales | | +| | | | and Service | | +| | | | Managers - | | +| | | | BMC/BME/BM IoT | | +| | | | Only Retail & | | +| | | | Sales and | | +| | | | Service | | +| | | | Managers (BRS/B | | +| | | | MTS/FNCS/FNSS/S | | +| | | | SO Only) | | +| | | | Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Retail & Sales | | +| | | | and Service | | +| | | | Managers - BSRS | | +| | | | /BMTS/FNCS/FNSS | | +| | | | /SSO - BCSS  | | +| | | | Account | | +| | | | Verification | | +| | | | Process - | | +| | | | Retail & Sales | | +| | | | and Service | | +| | | | Managers - | | +| | | | BSRS/SSO Puerto | | +| | | | Rico Center | | +| | | | Only ToBR | | +| | | | Receiving | | +| | | | Customer | | +| | | | Account | | +| | | | Verification | | +| | | | Process - ToBR | | +| | | | - BCSS | | +| | | | Business Rules | | +| | | | Verify | | +| | | | Mobility- | | +| | | | related | | +| | | | misrouted calls | | +| | | | when the | | +| | | | request is | | +| | | | supported by | | +| | | | your workgroup. | | +| | | | Review and | | +| | | | follow Fraud | | +| | | | Alerts in the | | +| | | | Important | | +| | | | Information | | +| | | | section of | | +| | | | Clarify prior | | +| | | | to proceeding. | | +| | | | If a FirstNet | | +| | | | caller is | | +| | | | unable to VID | | +| | | | during a crisis | | +| | | | /emergency, see | | +| | | | Caller Access | | +| | | | Levels - CRU | | +| | | | Mobility > | | +| | | | FirstNet Crisis | | +| | | | /Emergency. | | +| | | | The caller that | | +| | | | verifies the | | +| | | | account must | | +| | | | complete all | | +| | | | transactions: | | +| | | | Verified | | +| | | | callers may | | +| | | | hand the phone | | +| | | | to another | | +| | | | person to | | +| | | | assist with | | +| | | | device settings | | +| | | | /navigation and | | +| | | | explanation of | | +| | | | service only. | | +| | | | If a verified | | +| | | | end-user caller | | +| | | | claims to have | | +| | | | more access | | +| | | | than allowed, | | +| | | | or needs | | +| | | | authorization, | | +| | | | attempt to | | +| | | | reach at least | | +| | | | 2 of their | | +| | | | AOP/TCMs for | | +| | | | authorization. | | +| | | | AOP/TCM must | | +| | | | remain on the | | +| | | | line and | | +| | | | complete the | | +| | | | requested | | +| | | | transactions. | | +| | | | Never call the | | +| | | | AOP/TCM on | | +| | | | behalf of an | | +| | | | unverified | | +| | | | caller: If | | +| | | | the AOP/TCM is | | +| | | | already | | +| | | | conferenced on | | +| | | | the line when | | +| | | | they first call | | +| | | | in, they must | | +| | | | complete a full | | +| | | | VID and remain | | +| | | | on the line to | | +| | | | complete the | | +| | | | requested | | +| | | | transactions. | | +| | | | Refer requests | | +| | | | from law | | +| | | | enforcement or | | +| | | | legal counsel | | +| | | | to Global Legal | | +| | | | Demand Center | | +| | | | (GLDC): Legal, | | +| | | | Emergency, and | | +| | | | E911 Requests. | | +| | | | Callers | | +| | | | completing a | | +| | | | Transfer of | | +| | | | Billing | | +| | | | Responsibility | | +| | | | to an existing | | +| | | | account – | | +| | | | follow VID | | +| | | | Steps on from | | +| | | | account only. | | +| | | | Applicable ToBR | | +| | | | policies | | +| | | | determine how | | +| | | | to verify the | | +| | | | target account. | | +| | | | Callers | | +| | | | completing a | | +| | | | CRU Enrollment | | +| | | | – follow VID | | +| | | | steps on target | | +| | | | account only. | | +| | | | Applicable | | +| | | | Enrollment | | +| | | | policies | | +| | | | determine how | | +| | | | to verify the | | +| | | | from account if | | +| | | | verification is | | +| | | | required. More | | +| | | | to Know CTN & | | +| | | | Screen-Pop | | +| | | | If the CTN | | +| | | | appears in the | | +| | | | screen-pop | | +| | | | display, | | +| | | | provide the CTN | | +| | | | to the caller | | +| | | | and ask if you | | +| | | | are accessing | | +| | | | the correct | | +| | | | account. If | | +| | | | the CTN does | | +| | | | not appear in | | +| | | | the screen-pop, | | +| | | | ask the caller | | +| | | | for the CTN and | | +| | | | enter the | | +| | | | value. If the | | +| | | | caller provides | | +| | | | the full BAN | | +| | | | instead of the | | +| | | | CTN, accept the | | +| | | | BAN, but ask | | +| | | | the caller | | +| | | | which CTN they | | +| | | | are calling | | +| | | | about. | | +| | | | Caller & | | +| | | | Account Name | | +| | | | Callers can | | +| | | | give an account | | +| | | | name that | | +| | | | closely mirrors | | +| | | | the FAN/BAN. | | +| | | | Nicknames/name | | +| | | | substitutions | | +| | | | are allowed - | | +| | | | Chris instead | | +| | | | of Christopher, | | +| | | | JS Painting | | +| | | | instead of Joe | | +| | | | Smith Painting. | | +| | | | Select the | | +| | | | Appropriate | | +| | | | Caller Name & | | +| | | | Role in Clarify | | +| | | | - BCSS Verify | | +| | | | the Correct | | +| | | | Number is | | +| | | | Captured in | | +| | | | Clarify - BCSS | | +| | | | CTN Alternative | | +| | | | Options During | | +| | | | VID - BCSS | | +| | | | Source: | | +| | | | Content: ¶ | | +| | | | Agent | | +| | | | Verification | | +| | | | Tool (AVT)¶ | | +| | | | Notify | | +| | | | management that | | +| | | | AVT is down.Rep | | +| | | | resentatives | | +| | | | create a | | +| | | | trouble ticket | | +| | | | or chat with | | +| | | | ITO Service | | +| | | | Desk. For | | +| | | | faster | | +| | | | escalation, | | +| | | | call them at | | +| | | | 877.448.6767. | | +| | | | Retail should | | +| | | | use the Analyst | | +| | | | Review | | +| | | | Verification | | +| | | | Policy as a | | +| | | | workaround.¶ | | +| | | | Select Agent | | +| | | | Verification | | +| | | | Tool as the app | | +| | | | lication.Comple | | +| | | | te the detail | | +| | | | fields.¶ ¶ ¶ | | +| | | | Communication | | +| | | | is sent to | | +| | | | Credit & | | +| | | | Activations | | +| | | | (C&A) reps | | +| | | | advising of the | | +| | | | alternate | | +| | | | process.¶ ¶ | | +| | | | In cases of a | | +| | | | secure Wi-Fi | | +| | | | outage in an | | +| | | | Contoso retail | | +| | | | location, for | | +| | | | more | | +| | | | information and | | +| | | | support, | | +| | | | reference Agent | | +| | | | Verification | | +| | | | Tool - BCSS.¶ | | +| | | | Business | | +| | | | Customer | | +| | | | Applications: | | +| | | | System Outages | | +| | | | Multiple | | +| | | | applications | | +| | | | assist retail | | +| | | | stores in | | +| | | | providing | | +| | | | services to | | +| | | | business | | +| | | | customers | | +| | | | (FaST, ROME, | | +| | | | and OPUS).¶ ¶ | | +| | | | If a system | | +| | | | outage occurs, | | +| | | | to assist the | | +| | | | customer:¶ ¶ | | +| | | | For FaST and | | +| | | | ROME¶ ¶ | | +| | | | Representatives | | +| | | | create a | | +| | | | trouble ticket | | +| | | | or chat with | | +| | | | ITO Service | | +| | | | Desk. For | | +| | | | faster | | +| | | | escalation, | | +| | | | call them at | | +| | | | 877.448.6767.¶ | | +| | | | ¶ For OPUS¶ ¶ | | +| | | | Representatives | | +| | | | create a | | +| | | | trouble ticket | | +| | | | using the Pink | | +| | | | Triangle in | | +| | | | OPUS. If unable | | +| | | | to create a | | +| | | | trouble ticket | | +| | | | in OPUS follow | | +| | | | the | | +| | | | instructions | | +| | | | listed below.¶ | | +| | | | ¶ Create a | | +| | | | trouble ticket | | +| | | | or chat with | | +| | | | ITO Service | | +| | | | Desk. For | | +| | | | faster | | +| | | | escalation, | | +| | | | call them at | | +| | | | 877.448.6767. | | +| | | | See Reporting | | +| | | | System Outages | | +| | | | and Issues | | +| | | | (links within | | +| | | | attachment are | | +| | | | available on | | +| | | | desktop only).¶ | | +| | | | Without the | | +| | | | system | | +| | | | availability, | | +| | | | we may be | | +| | | | unable to | | +| | | | assist business | | +| | | | customers | | +| | | | during an | | +| | | | outage. See | | +| | | | assisting | | +| | | | customers | | +| | | | during a | | +| | | | downtime above, | | +| | | | and advise the | | +| | | | systems are | | +| | | | unavailable at | | +| | | | this time.¶ | | +| | | | Ask if they | | +| | | | want to | | +| | | | schedule an | | +| | | | appointment to | | +| | | | return later, | | +| | | | or provide a | | +| | | | contact number | | +| | | | for us to | | +| | | | contact them | | +| | | | once the system | | +| | | | is restored. | | +| | | | When the | | +| | | | application is | | +| | | | restored, call | | +| | | | them back as | | +| | | | soon as | | +| | | | possible. CCC | | +| | | | Tool (Qpass)¶ | | +| | | | If there is a | | +| | | | CCC Tool/Qpass | | +| | | | outage, the | | +| | | | following | | +| | | | occurs:¶ ¶ An | | +| | | | Urgent Message | | +| | | | is posted:¶ ¶ | | +| | | | Notifying users | | +| | | | of the | | +| | | | outageAdvising | | +| | | | representatives | | +| | | | to consult a | | +| | | | manager for a | | +| | | | manual | | +| | | | adjustment or | | +| | | | submit a | | +| | | | commitment in | | +| | | | Clarify (in | | +| | | | lieu of | | +| | | | performing | | +| | | | refunds for | | +| | | | mobile | | +| | | | purchases in | | +| | | | the CCC Tool).¶ | | +| | | | Representatives | | +| | | | create a | | +| | | | trouble ticket | | +| | | | or chat with | | +| | | | ITO Service | | +| | | | Desk. For | | +| | | | faster | | +| | | | escalation, | | +| | | | call them at | | +| | | | 877.448.6767.¶ | | +| | | | Heads Up: Open | | +| | | | trouble | | +| | | | ticket.¶ A | | +| | | | second Urgent | | +| | | | Message posts | | +| | | | notifying users | | +| | | | when the CCC | | +| | | | Tool is again | | +| | | | available for | | +| | | | use.¶ Chat | | +| | | | Platform | | +| | | | (Nuance)¶ Use | | +| | | | positive | | +| | | | verbiage.Don't | | +| | | | advise a | | +| | | | customer of the | | +| | | | system limitati | | +| | | | ons.Assure them | | +| | | | that all their | | +| | | | needs will be | | +| | | | met.Educate and | | +| | | | walk them | | +| | | | through their | | +| | | | myContoso account | | +| | | | to answer any | | +| | | | questions and | | +| | | | show the many | | +| | | | benefits of | | +| | | | 24/7 account | | +| | | | management.¶ ¶ | | +| | | | Outage/Reportin | | +| | | | g Procedures¶ | | +| | | | ¶ Notify | | +| | | | management of | | +| | | | the | | +| | | | issue/outage.¶ | | +| | | | ¶ The | | +| | | | designated site | | +| | | | lead reports | | +| | | | the outage | | +| | | | specifics to | | +| | | | the proper BCSS | | +| | | | Support Group | | +| | | | in MS Teams.¶ | | +| | | | ¶ Outage | | +| | | | Management | | +| | | | provides | | +| | | | further | | +| | | | instructions | | +| | | | based on the | | +| | | | details | | +| | | | provided.¶ ¶ | | +| | | | ¶ Clarify CM | | +| | | | Use positive | | +| | | | verbiage at all | | +| | | | times. Don't | | +| | | | advise a | | +| | | | customer of the | | +| | | | system | | +| | | | limitations. | | +| | | | Assure them | | +| | | | that all their | | +| | | | needs will be | | +| | | | met. Access | | +| | | | the billing | | +| | | | system directly | | +| | | | (if available). | | +| | | | Launching | | +| | | | systems:¶ When | | +| | | | Clarify is | | +| | | | unavailable, or | | +| | | | for users | | +| | | | without Clarify | | +| | | | access, open | | +| | | | Firefox, then | | +| | | | copy and paste | | +| | | | the following | | +| | | | URL into the | | +| | | | address bar to | | +| | | | access myContoso | | +| | | | Zone: https://m | | +| | | | yattzone.att.co | | +| | | | m/tbmcsr/initfi | | +| | | | ndcustomer.doUs | | +| | | | e TORCH to | | +| | | | launch Quick | | +| | | | Links.¶ If | | +| | | | unable to VID | | +| | | | through | | +| | | | Clarify, use | | +| | | | Account | | +| | | | Access/Account | | +| | | | Verification | | +| | | | resolution | | +| | | | articles listed | | +| | | | in Related | | +| | | | Links. Access | | +| | | | to articles in | | +| | | | Related Links | | +| | | | is restricted | | +| | | | based on your | | +| | | | profile. If a | | +| | | | customer has a | | +| | | | technical | | +| | | | issue, complete | | +| | | | all required tr | | +| | | | oubleshooting.¶ | | +| | | | If unable to | | +| | | | resolve the | | +| | | | issue, contact | | +| | | | Technical | | +| | | | Support for | | +| | | | assistance.If a | | +| | | | case or | | +| | | | commitment is | | +| | | | needed, for an | | +| | | | individual | | +| | | | outage, consult | | +| | | | a manager.¶ | | +| | | | Clarify | | +| | | | Downtime Site | | +| | | | Procedures¶ ¶ | | +| | | | Select the | | +| | | | commitment or | | +| | | | desired case | | +| | | | link. Select | | +| | | | New Item and | | +| | | | complete the | | +| | | | commitment or | | +| | | | case, including | | +| | | | all necessary | | +| | | | information and | | +| | | | details to | | +| | | | assist the | | +| | | | commitment or | | +| | | | case worker in | | +| | | | resolving the | | +| | | | issue. Select | | +| | | | Save and Close. | | +| | | | A view of the | | +| | | | commitment or | | +| | | | case shows the | | +| | | | commitment or | | +| | | | case ID number. | | +| | | | Note the | | +| | | | commitment or | | +| | | | case ID number | | +| | | | Source: | | +| | | | Content: What I | | +| | | | Need to Know | | +| | | | Adhere to all | | +| | | | VID Business | | +| | | | Rules found in | | +| | | | Account | | +| | | | Verification | | +| | | | Process - BCSS. | | +| | | | Procedures The | | +| | | | receiving | | +| | | | customer must | | +| | | | provide their | | +| | | | CTN and their | | +| | | | name: This | | +| | | | shortened VID | | +| | | | is only allowed | | +| | | | if the caller | | +| | | | does not | | +| | | | already have an | | +| | | | existing | | +| | | | account and if | | +| | | | there is an | | +| | | | authorization | | +| | | | SOC/note by the | | +| | | | current owner | | +| | | | or the EUMC | | +| | | | table in the | | +| | | | profile | | +| | | | authorizes end- | | +| | | | users to | | +| | | | complete | | +| | | | ToBR.In | | +| | | | Clarify, select | | +| | | | Other > ToBR | | +| | | | VID Exception > | | +| | | | type the | | +| | | | customer's | | +| | | | first and last | | +| | | | name in the | | +| | | | text box. If | | +| | | | the caller | | +| | | | requires | | +| | | | account- | | +| | | | specific | | +| | | | information | | +| | | | (not listed as | | +| | | | allowed in the | | +| | | | ToBR policy) on | | +| | | | the original | | +| | | | account, the | | +| | | | caller must | | +| | | | complete a full | | +| | | | VID. Follow the | | +| | | | Authentication | | +| | | | Needed - | | +| | | | CRU/FirstNet | | +| | | | Agency Paid | | +| | | | process. | | +| | | | Source: | | +| | | | Content: What I | | +| | | | Need to Know | | +| | | | Adhere to all | | +| | | | VID Business | | +| | | | Rules found in | | +| | | | Account | | +| | | | Verification | | +| | | | Process - BCSS. | | +| | | | Determine | | +| | | | Verification | | +| | | | Method Ask the | | +| | | | caller to | | +| | | | provide:¶ | | +| | | | Caller's full | | +| | | | nameATTUID¶ If | | +| | | | Screen pop is | | +| | | | available, the | | +| | | | ATTUID can be | | +| | | | confirmed | | +| | | | instead of | | +| | | | requesting it | | +| | | | be provided.Ide | | +| | | | ntify the | | +| | | | caller's | | +| | | | Business Unit | | +| | | | in Webphone. If | | +| | | | the caller does | | +| | | | not have a | | +| | | | Business Unit | | +| | | | listed, move up | | +| | | | in the | | +| | | | hierarchy until | | +| | | | a Business Unit | | +| | | | is visible.¶ ¶ | | +| | | | Continue | | +| | | | verification | | +| | | | based on the | | +| | | | Business Unit.¶ | | +| | | | When the | | +| | | | Business Unit | | +| | | | starts with | | +| | | | Contoso Business, | | +| | | | follow Contoso | | +| | | | Business (BCSS/ | | +| | | | Enterprise/GBS) | | +| | | | or Finance.When | | +| | | | the Business | | +| | | | Unit does not | | +| | | | start with Contoso | | +| | | | Business, | | +| | | | follow Non-Contoso | | +| | | | Business - All | | +| | | | Retail/Virtual | | +| | | | Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales)/Contoso | | +| | | | Right to You.¶ | | +| | | | Non-Contoso | | +| | | | Business - All | | +| | | | Retail/Virtual | | +| | | | Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales)/Contoso | | +| | | | Right to You | | +| | | | FirstNet | | +| | | | Customer | | +| | | | Service: Only | | +| | | | verify Retail | | +| | | | when the | | +| | | | request is | | +| | | | supported by | | +| | | | your | | +| | | | department. | | +| | | | Refer | | +| | | | unsupported | | +| | | | requests to | | +| | | | *AID. BSRS/BMT | | +| | | | S/FNSS/SSO: The | | +| | | | below process | | +| | | | applies to all | | +| | | | Retail/Virtual | | +| | | | Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales)/Contoso | | +| | | | Right to You re | | +| | | | presentatives, | | +| | | | or any caller | | +| | | | (or their | | +| | | | manager) that | | +| | | | is not in a | | +| | | | Business Unit | | +| | | | that starts | | +| | | | with Contoso | | +| | | | Business. | | +| | | | Validate the | | +| | | | representative | | +| | | | following the | | +| | | | steps in the | | +| | | | Agent | | +| | | | Verification | | +| | | | Tool - BCSS.¶ | | +| | | | Contoso Right to | | +| | | | You | | +| | | | representatives | | +| | | | may call with | | +| | | | their | | +| | | | supervisor on | | +| | | | the line; the | | +| | | | supervisor will | | +| | | | provide the | | +| | | | Token | | +| | | | Authentication | | +| | | | code.If AVT is | | +| | | | down, report | | +| | | | the AVT outage | | +| | | | as outlined in | | +| | | | System Issues | | +| | | | and Outages.¶ | | +| | | | Ask the caller | | +| | | | to provide:¶ | | +| | | | 10-digit CTN.¶ | | +| | | | Obtain the full | | +| | | | BAN when there | | +| | | | are no CTNs on | | +| | | | the account.See | | +| | | | Business | | +| | | | Rules/More to | | +| | | | Know on | | +| | | | verifying BAN | | +| | | | in place of | | +| | | | CTN. Refer to | | +| | | | CTN Alternative | | +| | | | Options During | | +| | | | VID - BCSS ¶ | | +| | | | Account name | | +| | | | (Consumer/SIG) | | +| | | | or company name | | +| | | | (CRU): ¶ | | +| | | | Confirm the | | +| | | | 10-digit CTN | | +| | | | matches the | | +| | | | account/company | | +| | | | name.Company | | +| | | | name is | | +| | | | acceptable if | | +| | | | closely mirrors | | +| | | | the FAN or BAN | | +| | | | name.Doing | | +| | | | Business As | | +| | | | (DBA) name is | | +| | | | also accepted, | | +| | | | if listed in | | +| | | | ROME.¶ | | +| | | | Customer's full | | +| | | | name:¶ | | +| | | | Validate in | | +| | | | FaST on the FAN | | +| | | | profile (CRU | | +| | | | only).Verify | | +| | | | RAUs in | | +| | | | Snapshot.¶ ¶ | | +| | | | Retail/Authoiri | | +| | | | zed Retail | | +| | | | Only: Confirm | | +| | | | that the | | +| | | | customer is | | +| | | | present in | | +| | | | store. Ask the | | +| | | | caller if they | | +| | | | have fully | | +| | | | verified the | | +| | | | customer. | | +| | | | Telegence Memos | | +| | | | will show the | | +| | | | results of the | | +| | | | Driver’s | | +| | | | License scan. | | +| | | | Contoso Business ( | | +| | | | BCSS/Enterprise | | +| | | | /GBS) or | | +| | | | Finance BSRS/B | | +| | | | MTS/FNSS/SSO: | | +| | | | The below | | +| | | | process applies | | +| | | | to all Sales Co | | +| | | | ntacts/Account | | +| | | | Executives, or | | +| | | | any caller (or | | +| | | | their manager), | | +| | | | in a Business | | +| | | | Unit that | | +| | | | starts with | | +| | | | Contoso Business. | | +| | | | ¶ If the | | +| | | | seller requests | | +| | | | navigational | | +| | | | assistance with | | +| | | | OPUS or ROME, | | +| | | | select | | +| | | | Navigational | | +| | | | Assistance | | +| | | | below.Some | | +| | | | accounts have | | +| | | | special notes | | +| | | | allowing ABS | | +| | | | Sales | | +| | | | representatives | | +| | | | to make more | | +| | | | than the | | +| | | | standard | | +| | | | requests | | +| | | | allowed; refer | | +| | | | to FaST notes | | +| | | | for | | +| | | | exceptions.Ask | | +| | | | the caller to | | +| | | | provide:¶ | | +| | | | Validate the | | +| | | | representative | | +| | | | following the | | +| | | | steps in the | | +| | | | Agent | | +| | | | Verification | | +| | | | Tool - BCSS.¶ | | +| | | | If AVT is down, | | +| | | | report the AVT | | +| | | | outage as | | +| | | | outlined in | | +| | | | System Issues | | +| | | | and Outages.¶ | | +| | | | 10-digit CTN: ¶ | | +| | | | Obtain the full | | +| | | | BAN or Invoice | | +| | | | ID if there are | | +| | | | no CTNs on the | | +| | | | account.See | | +| | | | Business | | +| | | | Rules/More to | | +| | | | Know on | | +| | | | verifying BAN | | +| | | | in place of | | +| | | | CTN. Refer to | | +| | | | CTN Alternative | | +| | | | Options During | | +| | | | VID - BCSS ¶ | | +| | | | Account name | | +| | | | (Consumer/SIG) | | +| | | | or company name | | +| | | | (CRU):¶ | | +| | | | Confirm the | | +| | | | 10-digit CTN | | +| | | | matches the | | +| | | | account/company | | +| | | | nameDoing | | +| | | | Business As | | +| | | | (DBA) name is | | +| | | | also accepted, | | +| | | | if listed in | | +| | | | ROME.¶ FAN | | +| | | | Password (when | | +| | | | present) or | | +| | | | last 4-digits | | +| | | | of the BAN | | +| | | | (when no FAN | | +| | | | Password is | | +| | | | present). | | +| | | | Customer's full | | +| | | | name:¶ | | +| | | | Validate in | | +| | | | FaST on the FAN | | +| | | | profile (CRU | | +| | | | only).¶ Ask | | +| | | | for the | | +| | | | caller's | | +| | | | Manager's name | | +| | | | as listed in | | +| | | | Webphone. Ask | | +| | | | the caller if | | +| | | | they have fully | | +| | | | verified the | | +| | | | customer. The | | +| | | | customer does | | +| | | | not have to be | | +| | | | on the line or | | +| | | | in the store. | | +| | | | If the caller | | +| | | | is unable to | | +| | | | complete all | | +| | | | verification | | +| | | | requirements | | +| | | | the caller is | | +| | | | unverified and | | +| | | | has General | | +| | | | Access. They | | +| | | | may not make | | +| | | | any changes.Nav | | +| | | | igational | | +| | | | assistance may | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 7 | What should | You should | Content: Jump | 10 | +| | I do if the | ask | to: What I Need | | +| | customer | questions to | to Know | | | +| | requires | understand | Additional | | +| | more than | what the | Call-Handling | | +| | just | customer | Information | | | +| | navigational | needs and | System Downtime | | +| | support? | use all | and Latency | | +| | | resources | Expectations¶ | | +| | | and tools to | ¶ This guide | | +| | | find the | provides | | +| | | right/best | important tips | | +| | | solution. | for assisting | | +| | | When | customers via | | +| | | applicable, | the voice queue | | +| | | promote Contoso | and links to | | +| | | Products as | policies | | +| | | they relate | commonly used | | +| | | to the | by the Business | | +| | | current | Mobility | | +| | | promotions | Enablement and | | +| | | being | Business Sales | | +| | | offered. | and Retail | | +| | | Educate the | Support Queue R | | +| | | customer on | epresentatives. | | +| | | the benefits | Explore Related | | +| | | and tailor | Links for more | | +| | | the offer to | detailed | | +| | | fit the | information.¶ | | +| | | customer’s | ¶ ¶ ¶ Warmly | | +| | | needs. | Welcome | | | +| | | Involve to | Verify the | | +| | | Resolve when | Account | | | +| | | appropriate. | Uncover Needs | | +| | | (Source: | and Ownership | | | +| | | context) | Thoroughly | | +| | | | Educate | | | +| | | | Working in | | +| | | | Silence - Use | | +| | | | of Mute/Hold/Tr | | +| | | | ansfer | | +| | | | Guidelines | | | +| | | | Keep it | | +| | | | Positive and | | +| | | | Listen Up | | | +| | | | Gain Agreement | | +| | | | | Sincerely | | +| | | | Thank Warmly | | +| | | | Welcome¶ ¶ | | +| | | | Greet the | | +| | | | caller within | | +| | | | five seconds of | | +| | | | answering the | | +| | | | call. Greet | | +| | | | your customer | | +| | | | with a friendly | | +| | | | genuine | | +| | | | greeting by | | +| | | | thanking the | | +| | | | customer for | | +| | | | calling Contoso | | +| | | | for Contoso | | +| | | | callers or | | +| | | | thanking the | | +| | | | customer for | | +| | | | calling | | +| | | | FirstNet for | | +| | | | FirstNet | | +| | | | callers. | | +| | | | Introduce | | +| | | | yourself by | | +| | | | name and ask | | +| | | | for their | | +| | | | theirs. | | +| | | | (Provide your | | +| | | | first and last | | +| | | | name if an | | +| | | | internal or | | +| | | | external caller | | +| | | | request it). | | +| | | | Ask how you can | | +| | | | help the | | +| | | | customer. | | +| | | | Respond with an | | +| | | | I can help you | | +| | | | with that | | +| | | | attitude after | | +| | | | the customer | | +| | | | states their | | +| | | | reason for | | +| | | | calling. | | +| | | | Otherwise known | | +| | | | as a Positive | | +| | | | Initial | | +| | | | Response | | +| | | | (PIR):¶ PIR | | +| | | | may be personal | | +| | | | ized.State PIR | | +| | | | before making | | +| | | | any attempts to | | +| | | | resolve the | | +| | | | customer’s | | +| | | | needs.If the | | +| | | | customer is | | +| | | | calling to | | +| | | | cancel or | | +| | | | suspend their | | +| | | | service, an | | +| | | | empathy | | +| | | | statement is | | +| | | | acceptable in | | +| | | | lieu of a | | +| | | | PIR.Give two | | +| | | | PIRs when | | +| | | | receiving a | | +| | | | transfer from | | +| | | | another Contoso | | +| | | | employee: one | | +| | | | PIR to the | | +| | | | transferring | | +| | | | Contoso employee | | +| | | | and one to the | | +| | | | customer when | | +| | | | they come on | | +| | | | the line.¶ | | +| | | | Provide sincere | | +| | | | empathy with | | +| | | | the customer's | | +| | | | initial | | +| | | | request, when | | +| | | | applicable. | | +| | | | Example of a | | +| | | | proper | | +| | | | greeting, but | | +| | | | is not limited | | +| | | | to:¶ ¶ Thank | | +| | | | you for calling | | +| | | | Contoso, my name | | +| | | | is [your name | | +| | | | here]. How may | | +| | | | I help you | | +| | | | today? Thank | | +| | | | you for calling | | +| | | | FirstNet, my | | +| | | | name is [your | | +| | | | name here]. How | | +| | | | may I help you | | +| | | | today? | | +| | | | Examples of | | +| | | | expressing | | +| | | | empathy | | +| | | | include, but | | +| | | | are not limited | | +| | | | to:¶ ¶ I can | | +| | | | understand your | | +| | | | frustration. | | +| | | | I'm sorry that | | +| | | | happened to | | +| | | | you. Here's | | +| | | | what I can do. | | +| | | | Example of PIR | | +| | | | Verbiage, but | | +| | | | not limited | | +| | | | to:¶ ¶ Hi, my | | +| | | | name is Julie, | | +| | | | whom am I | | +| | | | speaking with | | +| | | | today? Hi Tim, | | +| | | | how may I help | | +| | | | you? I can | | +| | | | absolutely help | | +| | | | you transfer | | +| | | | your number. | | +| | | | Let’s pull up | | +| | | | the account so | | +| | | | we can get | | +| | | | started. | | +| | | | Verify the | | +| | | | Account ¶ ¶ | | +| | | | Complete the | | +| | | | VID according | | +| | | | to the Account | | +| | | | Verification | | +| | | | Process - BCSS. | | +| | | | Advise the | | +| | | | caller that | | +| | | | protecting | | +| | | | their account | | +| | | | security and | | +| | | | privacy | | +| | | | requires us to | | +| | | | validate every | | +| | | | caller (utilize | | +| | | | applicable | | +| | | | Talking Points | | +| | | | in the VID | | +| | | | policy as | | +| | | | guidance). | | +| | | | Uncover Needs | | +| | | | and Ownership¶ | | +| | | | ¶ Ask | | +| | | | questions to | | +| | | | understand what | | +| | | | the customer | | +| | | | needs. Uncover | | +| | | | the customer's | | +| | | | needs by using | | +| | | | active | | +| | | | listening, | | +| | | | asking | | +| | | | discovery | | +| | | | and/or open- | | +| | | | and close-ended | | +| | | | questions:¶ | | +| | | | Refrain from | | +| | | | using responses | | +| | | | such as I do | | +| | | | not know or I | | +| | | | do not thinks | | +| | | | so, followed by | | +| | | | no effort to | | +| | | | probe.¶ Make | | +| | | | every attempt | | +| | | | to resolve the | | +| | | | customer’s | | +| | | | issue on the | | +| | | | first contact | | +| | | | for processes | | +| | | | supported in | | +| | | | efforts to | | +| | | | avoid | | +| | | | unnecessary or | | +| | | | invalid | | +| | | | transfers or | | +| | | | callbacks. Use | | +| | | | all resources | | +| | | | and tools to | | +| | | | find the | | +| | | | right/best | | +| | | | solution. When | | +| | | | applicable, | | +| | | | promote Contoso | | +| | | | Products as | | +| | | | they relate to | | +| | | | the current | | +| | | | promotions | | +| | | | being offered. | | +| | | | Educate the | | +| | | | customer on the | | +| | | | benefits and | | +| | | | tailor offer to | | +| | | | fit the | | +| | | | customer’s | | +| | | | needs. Involve | | +| | | | to Resolve when | | +| | | | appropriate. | | +| | | | Examples of | | +| | | | owning and | | +| | | | resolving the | | +| | | | customer's | | +| | | | issue:¶ ¶ | | +| | | | Billing Review: | | +| | | | Review the | | +| | | | invoice when | | +| | | | needed for past | | +| | | | usage when | | +| | | | assisting with | | +| | | | selecting a | | +| | | | rate plan. | | +| | | | Answer simple | | +| | | | questions about | | +| | | | the bill | | +| | | | preventing a | | +| | | | transfer. Keep | | +| | | | Customer | | +| | | | Promises: When | | +| | | | you make a | | +| | | | promise to a | | +| | | | customer, | | +| | | | follow up to | | +| | | | ensure you keep | | +| | | | your promise.¶ | | +| | | | If you tell a | | +| | | | customer you | | +| | | | will add | | +| | | | something to | | +| | | | their notes, do | | +| | | | so.¶ | | +| | | | Thoroughly | | +| | | | Educate¶ ¶ | | +| | | | Ensure the | | +| | | | customer knows | | +| | | | what will | | +| | | | happen next and | | +| | | | anticipate the | | +| | | | customer's | | +| | | | future needs to | | +| | | | minimize repeat | | +| | | | contacts based | | +| | | | on transaction | | +| | | | policy. When | | +| | | | applicable, | | +| | | | promote, | | +| | | | educate and | | +| | | | demonstrate the | | +| | | | benefits of | | +| | | | self-service | | +| | | | (e.g., myContoso, | | +| | | | myATT App, | | +| | | | Premier). | | +| | | | Working in | | +| | | | Silence - Use | | +| | | | of Mute/Hold/Tr | | +| | | | ansfer | | +| | | | Guidelines ¶ ¶ | | +| | | | Researching/Com | | +| | | | pleting | | +| | | | Transactions | | +| | | | and Working in | | +| | | | Silence and Use | | +| | | | of Mute¶ ¶ ¶ | | +| | | | When you need | | +| | | | to place a | | +| | | | customer on | | +| | | | hold, remain on | | +| | | | the line | | +| | | | working Source: | | +| | | | Content: BCS&S | | +| | | | representatives | | +| | | | are the primary | | +| | | | support for all | | +| | | | customer | | +| | | | requests and | | +| | | | should work | | +| | | | with the | | +| | | | customers to | | +| | | | resolve | | +| | | | requests. Most | | +| | | | customer | | +| | | | requests can be | | +| | | | handled without | | +| | | | engaging Sales. | | +| | | | Never blind | | +| | | | transfer a | | +| | | | customer to a | | +| | | | voicemail box.¶ | | +| | | | ¶ Customer | | +| | | | Support BCS&S | | +| | | | Supported | | +| | | | Requests¶ ¶ ¶ | | +| | | | The customer | | +| | | | previously | | +| | | | requested to | | +| | | | cancel 5 or | | +| | | | more lines and | | +| | | | email/voicemail | | +| | | | messages were | | +| | | | sent to the | | +| | | | Sales contact | | +| | | | listed on the | | +| | | | FaST profile | | +| | | | but the Sales | | +| | | | contact did not | | +| | | | respond to the | | +| | | | customer. ¶ | | +| | | | Small Business | | +| | | | Accounts: Warm | | +| | | | transfer the | | +| | | | customer to the | | +| | | | Loyalty | | +| | | | Team.Enterprise | | +| | | | Accounts: | | +| | | | Assist the | | +| | | | customer with | | +| | | | the | | +| | | | cancellation | | +| | | | request:¶ Send | | +| | | | an | | +| | | | informational | | +| | | | PCN to the | | +| | | | appropriate | | +| | | | Sales contact | | +| | | | as outlined in | | +| | | | Cancellation, | | +| | | | Retention, and | | +| | | | Red Flag | | +| | | | Procedures.¶ ¶ | | +| | | | ¶ The customer | | +| | | | requests | | +| | | | assistance with | | +| | | | any post-sales | | +| | | | transactions. | | +| | | | Examples | | +| | | | include, but | | +| | | | are not limited | | +| | | | to:¶ ¶ Bill I | | +| | | | nquiry/Troubles | | +| | | | hooting ACT | | +| | | | Credit, MRC | | +| | | | Modifier, | | +| | | | National | | +| | | | Account Credit, | | +| | | | and National | | +| | | | Account | | +| | | | Discount Troubl | | +| | | | eshootingFAN | | +| | | | Profile Updates | | +| | | | - FaST - BCSS ¶ | | +| | | | ¶ Reassure the | | +| | | | customer that | | +| | | | you can assist | | +| | | | them with any | | +| | | | post-sales | | +| | | | support related | | +| | | | transaction. | | +| | | | There is no | | +| | | | need to engage | | +| | | | Sales.¶ ¶ | | +| | | | Refer to the | | +| | | | Sales Supported | | +| | | | Requests | | +| | | | section for a | | +| | | | list of | | +| | | | transactions | | +| | | | that require | | +| | | | Sales | | +| | | | engagement.¶ | | +| | | | Demo Requests | | +| | | | and on-site | | +| | | | visits Offer | | +| | | | to walk the | | +| | | | customer | | +| | | | through the | | +| | | | product/offer | | +| | | | over the | | +| | | | phone.¶ ¶ If | | +| | | | the customer | | +| | | | still requests | | +| | | | an on-site | | +| | | | visit:¶ ¶ | | +| | | | Involve to | | +| | | | Resolve. Submit | | +| | | | an email to | | +| | | | your team | | +| | | | manager | | +| | | | advising of the | | +| | | | customer's | | +| | | | request. | | +| | | | Include: ¶ | | +| | | | Reason for | | +| | | | request | | +| | | | Foundation | | +| | | | account number | | +| | | | (FAN) | | +| | | | Foundation | | +| | | | account name | | +| | | | Account number | | +| | | | Account name | | +| | | | Business | | +| | | | physical | | +| | | | location (no PO | | +| | | | boxes) | | +| | | | Business | | +| | | | Owner/AOP name | | +| | | | Business | | +| | | | owner/AOP | | +| | | | contact number | | +| | | | Business | | +| | | | owner/AOP | | +| | | | contact email | | +| | | | address The | | +| | | | team manager | | +| | | | sends a request | | +| | | | to the Mobility | | +| | | | Primary Sales | | +| | | | Contact listed | | +| | | | in FaST. Note | | +| | | | the account | | +| | | | that the | | +| | | | request was | | +| | | | forwarded to | | +| | | | your team | | +| | | | manager. If it | | +| | | | is convenient | | +| | | | for the | | +| | | | customer, | | +| | | | remind them | | +| | | | they can visit | | +| | | | an Contoso Retail | | +| | | | store for | | +| | | | product/offer d | | +| | | | emonstrations.¶ | | +| | | | Premier | | +| | | | login/password | | +| | | | issues ¶ Use | | +| | | | the Premier CSR | | +| | | | Tool for | | +| | | | Premier | | +| | | | password resets | | +| | | | whenever | | +| | | | possible.Submit | | +| | | | a ticket | | +| | | | through PRC for | | +| | | | login/password | | +| | | | issues, as | | +| | | | necessary.For | | +| | | | further | | +| | | | information, | | +| | | | see:¶ Premier | | +| | | | Login | | +| | | | Assistance - | | +| | | | BCSPremier CSR¶ | | +| | | | ¶ Premier site | | +| | | | build requests | | +| | | | ¶ Submit a | | +| | | | ticket through | | +| | | | Business | | +| | | | Request | | +| | | | Center.Provide | | +| | | | the customer | | +| | | | with the ticket | | +| | | | number and | | +| | | | SLA.The | | +| | | | submitting | | +| | | | representative | | +| | | | contacts the | | +| | | | customer once | | +| | | | the ticket is | | +| | | | completed.Refer | | +| | | | to Business | | +| | | | Request | | +| | | | Center.¶ Sales | | +| | | | representative | | +| | | | is unresponsive | | +| | | | to customer | | +| | | | inquiries ¶ | | +| | | | Uncover the | | +| | | | customers | | +| | | | need:¶ If you | | +| | | | can resolve the | | +| | | | issue, assist | | +| | | | the customer | | +| | | | with their | | +| | | | request. There | | +| | | | is no need to | | +| | | | engage Sales.If | | +| | | | the issue | | +| | | | requires Sales | | +| | | | engagement, | | +| | | | proceed to the | | +| | | | next step.¶ | | +| | | | Involve to | | +| | | | Resolve. Submit | | +| | | | an email to | | +| | | | your team | | +| | | | manager. | | +| | | | Include:¶ ¶ ¶ | | +| | | | Reason for | | +| | | | requestCurrent | | +| | | | Sales represent | | +| | | | ativeSales mana | | +| | | | gerFoundation | | +| | | | account number | | +| | | | (FAN)Foundation | | +| | | | account | | +| | | | nameAccount | | +| | | | numberAccount | | +| | | | nameBusiness | | +| | | | physical | | +| | | | location (no PO | | +| | | | boxes)Business | | +| | | | owner/AOP | | +| | | | nameBusiness | | +| | | | owner/AOP | | +| | | | contact | | +| | | | numberBusiness | | +| | | | owner/AOP | | +| | | | contact email | | +| | | | address¶ ¶ ¶ | | +| | | | The team | | +| | | | manager follows | | +| | | | up with the | | +| | | | Mobility | | +| | | | Primary Sales | | +| | | | Contact listed | | +| | | | in FaST and | | +| | | | copies the next | | +| | | | person in the | | +| | | | chain of | | +| | | | command | | +| | | | (normally a | | +| | | | director | | +| | | | level):¶ The | | +| | | | chain of | | +| | | | command is | | +| | | | determined | | +| | | | using | | +| | | | Webphone.¶ | | +| | | | Note the | | +| | | | account that | | +| | | | the request was | | +| | | | forwarded to | | +| | | | your team | | +| | | | manager.¶ | | +| | | | Needs a seller | | +| | | | to create and | | +| | | | form an | | +| | | | agreement ¶ | | +| | | | Offer to create | | +| | | | the agreement | | +| | | | with the | | +| | | | customer.Let | | +| | | | the customer | | +| | | | know they can | | +| | | | apply online | | +| | | | for an Contoso | | +| | | | Mobile Business | | +| | | | Agreement; it | | +| | | | is convenient, | | +| | | | easy, and | | +| | | | quick.¶ The | | +| | | | customer can | | +| | | | fill out the | | +| | | | online | | +| | | | application, | | +| | | | bringing them | | +| | | | one step closer | | +| | | | to exclusive | | +| | | | savings and | | +| | | | benefits.¶ ¶ | | +| | | | Sales Supported | | +| | | | Requests¶ ¶ | | +| | | | Advanced | | +| | | | Solutions | | +| | | | Product Support | | +| | | | (Pre-sale) | | +| | | | Follow all call | | +| | | | handling | | +| | | | guidelines as | | +| | | | outlined in | | +| | | | BMAS Supported | | +| | | | Advanced | | +| | | | Solution | | +| | | | Product List. | | +| | | | Customer | | +| | | | requests their | | +| | | | own Sales | | +| | | | representative | | +| | | | For post-sales | | +| | | | supported | | +| | | | requests, | | +| | | | uncover the | | +| | | | customer's | | +| | | | needs and | | +| | | | reassure the | | +| | | | customer that | | +| | | | you can assist | | +| | | | with any post- | | +| | | | sales support | | +| | | | related | | +| | | | transactions. | | +| | | | There is no | | +| | | | need to engage | | +| | | | sales.¶ ¶ If | | +| | | | the customer | | +| | | | insists on | | +| | | | having their | | +| | | | own Sales | | +| | | | representative, | | +| | | | follow the pre- | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer is | | +| | | | not authorized, | | +| | | | per FaST, to | | +| | | | process | | +| | | | upgrade: ¶ ¶ | | +| | | | Advise the | | +| | | | customer that, | | +| | | | per their | | +| | | | company | | +| | | | profile, you | | +| | | | are unable to | | +| | | | process the | | +| | | | request, and | | +| | | | direct them to | | +| | | | their company's | | +| | | | AOP, TCM, or | | +| | | | day-to-day | | +| | | | contact. ¶ ¶ | | +| | | | ¶ ¶ ¶ ¶ | | +| | | | Source: | | +| | | | Content: | | +| | | | concerns on the | | +| | | | original issue | | +| | | | have been | | +| | | | addressed. | | +| | | | Communicate in | | +| | | | a concise and | | +| | | | clear manner | | +| | | | and ensure all | | +| | | | questions are | | +| | | | answered | | +| | | | throughout the | | +| | | | interaction. | | +| | | | Test the | | +| | | | resolution when | | +| | | | applicable. | | +| | | | Thoroughly | | +| | | | Educate | | +| | | | Proactively and | | +| | | | accurately set | | +| | | | expectations | | +| | | | for: ◦Next | | +| | | | billing | | +| | | | statement, when | | +| | | | applicable | | +| | | | Current billing | | +| | | | statement, when | | +| | | | applicable All | | +| | | | products and | | +| | | | services | | +| | | | Ensure the | | +| | | | customer knows | | +| | | | what will | | +| | | | happen next and | | +| | | | anticipate | | +| | | | future needs to | | +| | | | minimize repeat | | +| | | | contacts. | | +| | | | Promote, | | +| | | | educate, and | | +| | | | demonstrate the | | +| | | | benefits of | | +| | | | self-service. | | +| | | | Recommended | | +| | | | Customer | | +| | | | Interactions | | +| | | | Payment | | +| | | | arrangements | | +| | | | Suspend or | | +| | | | restore - The | | +| | | | phone is lost | | +| | | | or stolen | | +| | | | Upgrades | | +| | | | Account support | | +| | | | - Wi-Fi | | +| | | | Hotspots, Store | | +| | | | Locations, and | | +| | | | International | | +| | | | travel tips | | +| | | | View unbilled | | +| | | | voice and data | | +| | | | usage | | +| | | | Voicemail | | +| | | | Sincerely Thank | | +| | | | Ask for other | | +| | | | issues after | | +| | | | resolving the | | +| | | | customer's | | +| | | | initial issue | | +| | | | by saying, How | | +| | | | else can I help | | +| | | | you today? | | +| | | | Thank and show | | +| | | | appreciation | | +| | | | with a friendly | | +| | | | goodbye Brand | | +| | | | the call with | | +| | | | Contoso. | | +| | | | Examples: | | +| | | | Instead of Use | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], how else | | +| | | | may I assist | | +| | | | you today? | | +| | | | Thank you for | | +| | | | being the best | | +| | | | part of Contoso. | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], how else | | +| | | | may I assist | | +| | | | you today? | | +| | | | Thank for being | | +| | | | a valued | | +| | | | customer of | | +| | | | Contoso. We truly | | +| | | | appreciate your | | +| | | | business. Have | | +| | | | a great day. | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], how else | | +| | | | may I assist | | +| | | | you today? | | +| | | | Thank you for | | +| | | | calling Contoso. | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], how else | | +| | | | may I assist | | +| | | | you today? | | +| | | | Thank you for | | +| | | | choosing Contoso. | | +| | | | Additional | | +| | | | Information | | +| | | | Caller Not | | +| | | | Present or | | +| | | | Caller | | +| | | | Disconnected - | | +| | | | See Dropped | | +| | | | Call / Caller | | +| | | | Not Present - | | +| | | | BCSS. System | | +| | | | Downtime | | +| | | | Downtime is | | +| | | | when systems | | +| | | | are slow or | | +| | | | down. Be | | +| | | | positive when | | +| | | | explaining | | +| | | | downtime to the | | +| | | | customer and | | +| | | | use the | | +| | | | appropriate | | +| | | | verbiage. See | | +| | | | your department | | +| | | | 's system | | +| | | | downtime policy | | +| | | | for more | | +| | | | information. | | +| | | | Examples: Thank | | +| | | | you for your | | +| | | | patience, while | | +| | | | my systems | | +| | | | update. Thank | | +| | | | you for your | | +| | | | patience. I'm | | +| | | | working on your | | +| | | | request. | | +| | | | Source: | | +| | | | Content: | | +| | | | Offer to | | +| | | | transfer the | | +| | | | customer to | | +| | | | your team | | +| | | | manager's voice | | +| | | | mail.Provide | | +| | | | your team | | +| | | | manager's | | +| | | | e-mail address | | +| | | | if the customer | | +| | | | insists on | | +| | | | sending an | | +| | | | e-mail.¶ Wants | | +| | | | the direct | | +| | | | number to the | | +| | | | president or | | +| | | | president's | | +| | | | office and | | +| | | | continues to | | +| | | | ask for the | | +| | | | president or | | +| | | | president's | | +| | | | direct office | | +| | | | number. ¶ Do | | +| | | | not tell the | | +| | | | customer you | | +| | | | are unable to | | +| | | | provide the | | +| | | | number:¶ ¶ | | +| | | | Ask if you can | | +| | | | place the | | +| | | | customer on | | +| | | | hold.Escalate | | +| | | | this call to a | | +| | | | Team Manager¶ | | +| | | | Harassing Calls | | +| | | | Procedure. | | +| | | | Account Notes¶ | | +| | | | ¶ For more | | +| | | | information, | | +| | | | see Account | | +| | | | Notes. ¶ ¶ | | +| | | | System Downtime | | +| | | | and Latency | | +| | | | Expectations ¶ | | +| | | | ¶ Definitions¶ | | +| | | | ¶ ¶ | | +| | | | Downtime: A | | +| | | | period of time | | +| | | | when systems | | +| | | | are down or | | +| | | | unusable | | +| | | | Latency: A | | +| | | | period of time | | +| | | | when the | | +| | | | systems are | | +| | | | externally slow | | +| | | | and almost | | +| | | | unresponsive | | +| | | | System Outage | | +| | | | and Latency | | +| | | | Reporting | | +| | | | Process¶ ¶ ¶ | | +| | | | When | | +| | | | encountering | | +| | | | system downtime | | +| | | | or latency:¶ ¶ | | +| | | | Report the | | +| | | | issue to your | | +| | | | team manager. | | +| | | | Refer to System | | +| | | | Outage and | | +| | | | Latency | | +| | | | Reporting - BCS | | +| | | | :¶ ¶ SSO | | +| | | | Only: Submit a | | +| | | | ROME HD issue | | +| | | | ticket request | | +| | | | or YODA User | | +| | | | Self Help (USH) | | +| | | | ticket for | | +| | | | these systems.¶ | | +| | | | Be positive | | +| | | | when explaining | | +| | | | system downtime | | +| | | | or latency to | | +| | | | the customer; | | +| | | | using | | +| | | | appropriate | | +| | | | language. Some | | +| | | | suggested | | +| | | | examples | | +| | | | include:¶ | | +| | | | While my system | | +| | | | is accessing | | +| | | | your account, | | +| | | | how may I | | +| | | | help/assist you | | +| | | | today?Our | | +| | | | systems are in | | +| | | | the process of | | +| | | | updating your | | +| | | | information. Is | | +| | | | there anything | | +| | | | else I can | | +| | | | assist you with | | +| | | | while we wait | | +| | | | for the updates | | +| | | | to complete?I | | +| | | | have limited | | +| | | | access to your | | +| | | | account, but I | | +| | | | can still | | +| | | | assist you. How | | +| | | | may I help you | | +| | | | today?¶ Avoid | | +| | | | the following | | +| | | | phrases as | | +| | | | negative | | +| | | | responses to | | +| | | | system | | +| | | | downtime:¶ | | +| | | | System | | +| | | | crash.System is | | +| | | | slow.System is | | +| | | | down.System is | | +| | | | failing.I | | +| | | | cannot help you | | +| | | | right now.The | | +| | | | system is down | | +| | | | a lot. We have | | +| | | | been having | | +| | | | issues with our | | +| | | | system.¶ | | +| | | | Individual | | +| | | | System Issues¶ | | +| | | | ¶ ¶ Work | | +| | | | with your team | | +| | | | manager on how | | +| | | | to best assist | | +| | | | the customer if | | +| | | | you run into | | +| | | | situations | | +| | | | where only you | | +| | | | have the system | | +| | | | issue. The | | +| | | | team manager | | +| | | | decides if the | | +| | | | best resolution | | +| | | | to assist the | | +| | | | customer is a | | +| | | | call back to | | +| | | | the customer | | +| | | | once your | | +| | | | system issues | | +| | | | are resolved, | | +| | | | or a transfer | | +| | | | back into the | | +| | | | queue for | | +| | | | immediate | | +| | | | assistance. | | +| | | | Team manager | | +| | | | approval is | | +| | | | required to | | +| | | | warm transfer a | | +| | | | customer back | | +| | | | into the NSC | | +| | | | queue. Notate | | +| | | | the account | | +| | | | based on the | | +| | | | team manager's | | +| | | | decision.¶ ¶ | | +| | | | For additional | | +| | | | details if Opus | | +| | | | is down, is | | +| | | | down, see OPUS | | +| | | | Contingency/Sys | | +| | | | tem | | +| | | | Errors/Outages | | +| | | | - BCS.¶ Source: | | ++----+----------------+----------------+------------------+--------------+ +| 8 | What should | AI response: | Content: | 1 | +| | the customer | I don't | Reminders! | | +| | do if they | know. | Date of Birth | | +| | need to | | and Drivers | | +| | update an | | License updates | | +| | expiration | | must be | | +| | date on a | | processed in a | | +| | credit card | | Retail | | +| | in AutoPay | | location. | | +| | or re-attach | | Special | | +| | the last | | characters: | | +| | credit card | | Valid | | +| | number | | characters are | | +| | enrolled in | | numerals (1-9), | | +| | AutoPay? | | alphabetical | | +| | | | letters (a-z), | | +| | | | apostrophes | | +| | | | ('), | | +| | | | underscores | | +| | | | (_), and | | +| | | | spaces. Avoid | | +| | | | the pipe | | +| | | | character (|), | | +| | | | comma (,), | | +| | | | semicolon (;), | | +| | | | colon (:), and | | +| | | | hyphen (-). | | +| | | | Links not | | +| | | | available? Some | | +| | | | articles are | | +| | | | restricted to | | +| | | | specific | | +| | | | profiles. | | +| | | | Contact Number | | +| | | | Change | Email | | +| | | | Address Change | | +| | | | | Name Change | | | +| | | | Password / | | +| | | | Passcode Change | | +| | | | | Social | | +| | | | Security Number | | +| | | | / Tax ID Change | | +| | | | Address Change | | +| | | | What I Need to | | +| | | | Know Account | | +| | | | must be at | | +| | | | least 31 days | | +| | | | old and the | | +| | | | first bill | | +| | | | paid. | | +| | | | Exception: | | +| | | | Typos or a | | +| | | | verified Contoso | | +| | | | employee error. | | +| | | | Changes on | | +| | | | accounts less | | +| | | | than 31 days | | +| | | | old must be | | +| | | | requested by a | | +| | | | FAN Contact. | | +| | | | PCN must be | | +| | | | sent to the | | +| | | | requestor. | | +| | | | End-users can | | +| | | | change a | | +| | | | billing address | | +| | | | if authorized | | +| | | | FaST. | | +| | | | Government | | +| | | | accounts bill | | +| | | | directly to the | | +| | | | government | | +| | | | agency. | | +| | | | Never change to | | +| | | | an end-user's | | +| | | | home address. | | +| | | | FAN-level | | +| | | | address can | | +| | | | only be changed | | +| | | | by DD/DM/TCMs | | +| | | | and the Account | | +| | | | Team. | | +| | | | Exception | | +| | | | verbiage in | | +| | | | FaST | | +| | | | authorizing | | +| | | | additional | | +| | | | individuals | | +| | | | must be | | +| | | | specific to | | +| | | | Profile address | | +| | | | changes, not | | +| | | | just address | | +| | | | changes in | | +| | | | general. | | +| | | | Business | | +| | | | Combined Bill: | | +| | | | Transfer Small | | +| | | | Business to | | +| | | | wired. | | +| | | | Transfer ACDA | | +| | | | per your | | +| | | | departments | | +| | | | call transfer | | +| | | | matrix. | | +| | | | PPU address | | +| | | | determines how | | +| | | | taxes are | | +| | | | calculated for | | +| | | | the subscriber. | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know Change | | +| | | | is effective | | +| | | | immediately. | | +| | | | Contoso sends a | | +| | | | CPNI | | +| | | | notification | | +| | | | when the | | +| | | | billing address | | +| | | | is changed: | | +| | | | Sent via email, | | +| | | | SMS, or USPS | | +| | | | letter and may | | +| | | | take up to 48 | | +| | | | hours to be | | +| | | | sent. | | +| | | | Automatic | | +| | | | updates can | | +| | | | occur without | | +| | | | them requesting | | +| | | | it: USPS | | +| | | | provides | | +| | | | changes via an | | +| | | | Address Change | | +| | | | Service Feed or | | +| | | | the USPS | | +| | | | report. See | | +| | | | Address Change | | +| | | | - USPS | | +| | | | Compliance. | | +| | | | Procedures | | +| | | | Billing Address | | +| | | | Send a one-time | | +| | | | PIN per One- | | +| | | | Time PIN - | | +| | | | BCSS. If | | +| | | | unable to | | +| | | | validate, the | | +| | | | change cannot | | +| | | | be processed. | | +| | | | Change the | | +| | | | address in | | +| | | | OPUS. See View | | +| | | | / Pay Bill / | | +| | | | AutoPay / | | +| | | | Payment | | +| | | | Arrangement - | | +| | | | OPUS - | | +| | | | Business. FAN- | | +| | | | level Address | | +| | | | Send a one-time | | +| | | | PIN per One- | | +| | | | Time PIN - | | +| | | | BCSS. If | | +| | | | unable to | | +| | | | validate, the | | +| | | | change cannot | | +| | | | be processed. | | +| | | | Follow FAN | | +| | | | Profile Updates | | +| | | | - FaST - BCSS. | | +| | | | PPU Address | | +| | | | See View / Pay | | +| | | | Bill / AutoPay | | +| | | | / Payment | | +| | | | Arrangement - | | +| | | | OPUS - | | +| | | | Business. Back | | +| | | | to Top Contact | | +| | | | Number Change | | +| | | | What I Need to | | +| | | | Know End-users | | +| | | | can update | | +| | | | their contact | | +| | | | numbers when | | +| | | | User Info | | +| | | | Change is | | +| | | | listed in FaST, | | +| | | | or allowed in | | +| | | | the Caller | | +| | | | Access Levels - | | +| | | | CRU Mobility. | | +| | | | If a contact | | +| | | | number is being | | +| | | | deleted | | +| | | | completely, | | +| | | | leave the field | | +| | | | blank or enter | | +| | | | all 1s, 9s, or | | +| | | | 0s. No other | | +| | | | numbers or | | +| | | | combinations of | | +| | | | numbers may be | | +| | | | used. Do not | | +| | | | proactively add | | +| | | | the customer's | | +| | | | wireless | | +| | | | numbers as | | +| | | | contact | | +| | | | numbers. | | +| | | | Exception: If | | +| | | | the customer | | +| | | | insists their | | +| | | | wireless number | | +| | | | is their only | | +| | | | contact number, | | +| | | | you may list it | | +| | | | as the business | | +| | | | contact number | | +| | | | on the account. | | +| | | | BME Collections | | +| | | | see Incoming | | +| | | | Call Handling - | | +| | | | BME | | +| | | | Collections. | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know Change | | +| | | | is effective | | +| | | | immediately. | | +| | | | Procedures FAN | | +| | | | Contact's | | +| | | | number listed | | +| | | | in FaST: FAN | | +| | | | Profile Updates | | +| | | | - FaST - BCSS. | | +| | | | Back to Top | | +| | | | Email Address | | +| | | | Change What I | | +| | | | Need to Know | | +| | | | Accounts must | | +| | | | be at least 31 | | +| | | | days old before | | +| | | | the BAN-level | | +| | | | email address | | +| | | | can be updated. | | +| | | | One-Time PIN | | +| | | | validation | | +| | | | required prior | | +| | | | to updating | | +| | | | BAN-/FAN-level | | +| | | | email address. | | +| | | | New email | | +| | | | address domain | | +| | | | must match the | | +| | | | domain listed | | +| | | | in FaST. FAN- | | +| | | | level email | | +| | | | address: Can | | +| | | | only be updated | | +| | | | by the | | +| | | | DD/DM/TCM. | | +| | | | AOPs may update | | +| | | | their own email | | +| | | | address. Do | | +| | | | not use a dummy | | +| | | | email address | | +| | | | (none@att.com). | | +| | | | Do not use an | | +| | | | email address | | +| | | | for an existing | | +| | | | contact | | +| | | | (AOP/TCM). | | +| | | | If the contact | | +| | | | does not have | | +| | | | an individual | | +| | | | email address | | +| | | | (uses a shared | | +| | | | mailbox, or the | | +| | | | DD’s email | | +| | | | address), set | | +| | | | expectations | | +| | | | that emails | | +| | | | containing the | | +| | | | FAN Contact PIN | | +| | | | will be sent to | | +| | | | the shared | | +| | | | mailbox/email | | +| | | | address. | | +| | | | BAN-level email | | +| | | | address Source: | | +| | | | Content: . Let | | +| | | | the customer | | +| | | | know that | | +| | | | payment | | +| | | | information | | +| | | | collection will | | +| | | | be performed by | | +| | | | a Secure Data | | +| | | | Collection | | +| | | | feature that | | +| | | | will protect | | +| | | | the customer's | | +| | | | sensitive | | +| | | | personal | | +| | | | information. | | +| | | | The customer | | +| | | | may elect | | +| | | | either the | | +| | | | Credit Card or | | +| | | | ACH Payment | | +| | | | option. Note: | | +| | | | ACH payment | | +| | | | option will | | +| | | | only show for | | +| | | | FFL | | +| | | | (Fulfillment) | | +| | | | Orders. The | | +| | | | customer may | | +| | | | also choose to | | +| | | | sign up for | | +| | | | Auto Bill Pay | | +| | | | using this | | +| | | | feature. Note: | | +| | | | Auto Bill Pay | | +| | | | MUST be an on- | | +| | | | file Credit | | +| | | | Card or ACH | | +| | | | account. | | +| | | | Billing Address | | +| | | | on the order | | +| | | | must match the | | +| | | | Billing Address | | +| | | | of the Credit | | +| | | | Card used for | | +| | | | ABP.  In the | | +| | | | DIRECTV Payment | | +| | | | Information | | +| | | | section of the | | +| | | | call flow, | | +| | | | click on the | | +| | | | "Refresh Secure | | +| | | | Data Link." | | +| | | | Customer will | | +| | | | receive text | | +| | | | and email | | +| | | | message to | | +| | | | click a link | | +| | | | that opens web | | +| | | | page for Credit | | +| | | | Card Payment | | +| | | | (if Web Page | | +| | | | left open it | | +| | | | will auto | | +| | | | load). | | +| | | | Customer | | +| | | | provides the | | +| | | | required | | +| | | | information and | | +| | | | submits to | | +| | | | complete.  | | +| | | | Advise the | | +| | | | customer: The | | +| | | | charge | | +| | | | card/checking | | +| | | | account | | +| | | | information you | | +| | | | provided today | | +| | | | will be placed | | +| | | | on file and | | +| | | | kept secure to | | +| | | | make payments. | | +| | | | This | | +| | | | card/account | | +| | | | may also be | | +| | | | used for any | | +| | | | unpaid | | +| | | | balances, | | +| | | | including early | | +| | | | cancellation | | +| | | | fees if your | | +| | | | DIRECTV/Contoso | | +| | | | service is | | +| | | | discontinued. | | +| | | | 12 Schedule | | +| | | | the | | +| | | | installation. | | +| | | | Prior to | | +| | | | selecting an | | +| | | | installation | | +| | | | date, advise | | +| | | | the customer: | | +| | | | Satellite dish | | +| | | | is required for | | +| | | | this service. | | +| | | | Electrical | | +| | | | power must be | | +| | | | on at locations | | +| | | | and TVs set up. | | +| | | | Onsite contact | | +| | | | must be18 years | | +| | | | or older and | | +| | | | available for | | +| | | | day of | | +| | | | installation. | | +| | | | Landlord | | +| | | | permission form | | +| | | | must be | | +| | | | completed and | | +| | | | submitted | | +| | | | before | | +| | | | installation of | | +| | | | satellite dish. | | +| | | | Refer to | | +| | | | DIRECTV FOR | | +| | | | BUSINESS | | +| | | | Standard | | +| | | | Installation - | | +| | | | BCSS for | | +| | | | general | | +| | | | installation | | +| | | | details. If | | +| | | | the above items | | +| | | | are not | | +| | | | completed | | +| | | | service may not | | +| | | | be installed on | | +| | | | the original | | +| | | | negotiated | | +| | | | date. 13 Set | | +| | | | expectations. | | +| | | | Validate | | +| | | | service | | +| | | | address. | | +| | | | Confirm package | | +| | | | and monthly | | +| | | | rate. Number | | +| | | | and type of | | +| | | | Receivers (HD | | +| | | | vs DVR)/cost. | | +| | | | Advise customer | | +| | | | an order | | +| | | | confirmation | | +| | | | email will be | | +| | | | sent to the | | +| | | | email address | | +| | | | provided on the | | +| | | | order. Email | | +| | | | summarizes the | | +| | | | first months' | | +| | | | charges, which | | +| | | | does not | | +| | | | include any | | +| | | | discounts. | | +| | | | Bill cycle date | | +| | | | is the date of | | +| | | | installation | | +| | | | and activation | | +| | | | of programming. | | +| | | | A DIRECTV/Contoso | | +| | | | representative | | +| | | | will contact | | +| | | | them within 48 | | +| | | | hours of order | | +| | | | placement to | | +| | | | confirm the | | +| | | | order and | | +| | | | installation | | +| | | | appointment. | | +| | | | Complex Order | | +| | | | Procedures | | +| | | | Click the | | +| | | | Complex & L&I | | +| | | | Referral | | +| | | | button. Complex | | +| | | | & L&I Button - | | +| | | | Screenshot | | +| | | | Submit the | | +| | | | order. A | | +| | | | confirmation | | +| | | | screen | | +| | | | displays. | | +| | | | Confirmation | | +| | | | Screen - | | +| | | | Screenshot The | | +| | | | complex order | | +| | | | support team | | +| | | | contacts the | | +| | | | customer and | | +| | | | creates a quote | | +| | | | within 2 | | +| | | | business days. | | +| | | | Reminder: | | +| | | | Complex orders | | +| | | | take longer and | | +| | | | may range from | | +| | | | a few weeks to | | +| | | | a few months. | | +| | | | Additional | | +| | | | Resources | | +| | | | Resource | | +| | | | Supported | | +| | | | Requests | | +| | | | Contact Details | | +| | | | DIRECTV | | +| | | | Connected | | +| | | | Communities | | +| | | | (MDU | | +| | | | Properties) - | | +| | | | Inside Sales & | | +| | | | Service Only | | +| | | | Multi-dwelling | | +| | | | units Email | | +| | | | Jacob Wilson | | +| | | | (JW658G), Contoso | | +| | | | MDU Sales | | +| | | | Manager | | +| | | | DIRECTV FOR | | +| | | | BUSINESS Care | | +| | | | Billing and | | +| | | | programming | | +| | | | questions | | +| | | | (active | | +| | | | customers only) | | +| | | | 888.388.4249 | | +| | | | DIRECTV FOR | | +| | | | BUSINESS | | +| | | | National | | +| | | | Account Support | | +| | | | - Inside Sales | | +| | | | & Service Only | | +| | | | Ordering and | | +| | | | care for | | +| | | | DIRECTV FOR | | +| | | | BUSINESS | | +| | | | National | | +| | | | Accounts New | | +| | | | Accounts - | | +| | | | submit in | | +| | | | SARAPlus as a | | +| | | | complex | | +| | | | referral.  | | +| | | | Care for | | +| | | | Existing | | +| | | | Accounts call: | | +| | | | 800.496.4915 or | | +| | | | Email: national | | +| | | | accounts@att.co | | +| | | | m DIRECTV | | +| | | | Support Line | | +| | | | Internal | | +| | | | DIRECTV support | | +| | | | group assisting | | +| | | | with questions | | +| | | | about: | | +| | | | Marketing | | +| | | | promotions | | +| | | | Pricing and | | +| | | | packaging | | +| | | | Order search | | +| | | | Order Status | | +| | | | Update on | | +| | | | Complex, GOV, | | +| | | | or L&I | | +| | | | Opportunity | | +| | | | Order Numbers | | +| | | | Order modificat | | +| | | | ions/cancellati | | +| | | | on | | +| | | | Installation | | +| | | | appointments | | +| | | | Order error | | +| | | | messages | | +| | | | Pushing stuck | | +| | | | orders through | | +| | | | the system | | +| | | | Escalate an | | +| | | | order issue | | +| | | | Escalate an | | +| | | | installation | | +| | | | date Account | | +| | | | type | | +| | | | determination | | +| | | | Account status | | +| | | | Ongoing | | +| | | | customer | | +| | | | equipment | | +| | | | support and | | +| | | | service Home | | +| | | | based business | | +| | | | policy Sales | | +| | | | Express | | +| | | | navigation and | | +| | | | issues Non- | | +| | | | Supported | | +| | | | requests | | +| | | | include: | | +| | | | Compensation | | +| | | | questions or | | +| | | | information | | +| | | | Sales credit | | +| | | | Government bids | | +| | | | - send those to | | +| | | | g07110@directv. | | +| | | | com U-verse | | +| | | | orders Mobile | | +| | | | account | | +| | | | questions | | +| | | | Standard | | +| | | | turnaround for | | +| | | | support | | +| | | | inquiries to | | +| | | | the Batline is | | +| | | | 24 business | | +| | | | hours. Monday | | +| | | | - Friday, 9 a.m | | +| | | | - 8 p.m ET | | +| | | | 877.467.6576 > | | +| | | | Option 2 | | +| | | | Email: dtvbatli | | +| | | | ne@att.com MS | | +| | | | Teams Chat | | +| | | | If you are not | | +| | | | automatically | | +| | | | added to the | | +| | | | Chat Room, send | | +| | | | an email with | | +| | | | your name | | +| | | | Source: | | +| | | | Content: | | +| | | | expectations.¶ | | +| | | | Credit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OPUS - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with the | | +| | | | Oracle Customer | | +| | | | Number:¶ | | +| | | | Ensure the | | +| | | | Oracle Customer | | +| | | | Number | | +| | | | (formerly | | +| | | | Compass ID) is | | +| | | | correct by | | +| | | | validating it | | +| | | | in FaST.Remove | | +| | | | the Oracle | | +| | | | Customer Number | | +| | | | that starts | | +| | | | with a K and | | +| | | | continue with | | +| | | | the order. ¶ | | +| | | | Equipment | | +| | | | Payment Options | | +| | | | - BCSS . Always | | +| | | | ship the | | +| | | | equipment to | | +| | | | the billing | | +| | | | address.¶ If | | +| | | | the customer | | +| | | | requests | | +| | | | another | | +| | | | address, follow | | +| | | | the rules as | | +| | | | shown in the | | +| | | | Shipping | | +| | | | Equipment to an | | +| | | | Alternate | | +| | | | Shipping | | +| | | | address section | | +| | | | of Shipping | | +| | | | Rules and | | +| | | | Guidelines. ¶ | | +| | | | If OPUS returns | | +| | | | a 7-10 day | | +| | | | shipping SLA, | | +| | | | the device is | | +| | | | on back order. | | +| | | | Provide the | | +| | | | customer with | | +| | | | the following | | +| | | | options:¶ | | +| | | | Select a | | +| | | | different | | +| | | | handset.Refer | | +| | | | to alternative | | +| | | | sales channel | | +| | | | that might have | | +| | | | the device in | | +| | | | stock. If you | | +| | | | refer to a | | +| | | | retail store, | | +| | | | provide the | | +| | | | hours of | | +| | | | operation and | | +| | | | check FaST to | | +| | | | make sure the | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail.Complete | | +| | | | the order. | | +| | | | There is no way | | +| | | | to provide an | | +| | | | estimated date | | +| | | | on when the | | +| | | | device will be | | +| | | | back in stock.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | email address | | +| | | | at the checkout | | +| | | | screen, so the | | +| | | | customer | | +| | | | receives order | | +| | | | details | | +| | | | (including | | +| | | | quantity) and | | +| | | | shipping/back- | | +| | | | order | | +| | | | status.Provide | | +| | | | the customer | | +| | | | with the last | | +| | | | five or six | | +| | | | digits of the | | +| | | | order number | | +| | | | after the | | +| | | | O.Close the | | +| | | | call and leave | | +| | | | the following | | +| | | | required note | | +| | | | in Clarify: | | +| | | | Unable to | | +| | | | complete | | +| | | | standard | | +| | | | upgrade due to | | +| | | | conflicts. | | +| | | | Equipment was | | +| | | | ordered through | | +| | | | Product Only | | +| | | | Flow after | | +| | | | using the | | +| | | | Upgrade | | +| | | | Exception | | +| | | | button and redo | | +| | | | attempt failed | | +| | | | to resolve | | +| | | | conflict error. | | +| | | | ¶ Set Upgrade | | +| | | | Expectations¶ | | +| | | | Inform the | | +| | | | customer of the | | +| | | | shipping | | +| | | | carrier and | | +| | | | fee.Provide the | | +| | | | shipping cost | | +| | | | Source: | | +| | | | Content: | | +| | | | Contoso Payment | | +| | | | Link will load | | +| | | | in a new tab. | | +| | | | See Screenshot | | +| | | | Step 3 | | +| | | | 4 Read this | | +| | | | statement to | | +| | | | the customer to | | +| | | | gain consent: | | +| | | | Option to | | +| | | | text:"May I | | +| | | | have a phone | | +| | | | number to send | | +| | | | you a text with | | +| | | | a link to enter | | +| | | | your payment | | +| | | | information for | | +| | | | today’s transac | | +| | | | tion?"Option to | | +| | | | email: “May I | | +| | | | have an email | | +| | | | address to send | | +| | | | you an email | | +| | | | with a link to | | +| | | | enter your | | +| | | | payment | | +| | | | information for | | +| | | | today’s | | +| | | | transaction?” | | +| | | | If the customer | | +| | | | agrees, leave a | | +| | | | note on the | | +| | | | account, | | +| | | | confirming | | +| | | | consent and the | | +| | | | telephone | | +| | | | number / email | | +| | | | Option to text: | | +| | | | Enter the phone | | +| | | | number (do not | | +| | | | include spaces | | +| | | | or dashes) in | | +| | | | the field on | | +| | | | the top right | | +| | | | corner of the | | +| | | | screen and | | +| | | | click connect. | | +| | | | Option to | | +| | | | email: Click | | +| | | | the Envelope | | +| | | | icon on the top | | +| | | | right corner | | +| | | | Enter the | | +| | | | customer’s | | +| | | | email address | | +| | | | and click | | +| | | | connect.  | | +| | | | If the customer | | +| | | | declines or is | | +| | | | not able to use | | +| | | | this solution, | | +| | | | reach out to | | +| | | | your manager or | | +| | | | complete the | | +| | | | SPI Order Form | | +| | | | for assistance. | | +| | | | See Screenshot | | +| | | | Step 4 TextSee | | +| | | | Screenshot Step | | +| | | | 4 Email | | +| | | | 5 Select | | +| | | | OK.See | | +| | | | Screenshot Step | | +| | | | 5 6 | | +| | | | The customer | | +| | | | will then open | | +| | | | the link sent | | +| | | | in the text | | +| | | | message/email. | | +| | | | Once the screen | | +| | | | launches, ask | | +| | | | the customer to | | +| | | | read | | +| | | | aloud/confirm | | +| | | | the Token they | | +| | | | see on their | | +| | | | screen, as you | | +| | | | compare it to | | +| | | | the Token you | | +| | | | are viewing on | | +| | | | your screen. | | +| | | | Confirm they | | +| | | | are the same. | | +| | | | Then, select | | +| | | | Screens. See | | +| | | | Screenshot Step | | +| | | | 6 7 | | +| | | | Select Make | | +| | | | Payment. See | | +| | | | Screenshot Step | | +| | | | 7 8 Then | | +| | | | select the blue | | +| | | | arrow > to send | | +| | | | the payment | | +| | | | screen to the | | +| | | | customer. See | | +| | | | Screenshot Step | | +| | | | 8 9 | | +| | | | Customer enters | | +| | | | their payment | | +| | | | information and | | +| | | | selects Submit. | | +| | | | 10 When | | +| | | | the customer | | +| | | | submits their | | +| | | | information, a | | +| | | | success message | | +| | | | will display | | +| | | | for the | | +| | | | representative | | +| | | | and customer. | | +| | | | Select End | | +| | | | Session See | | +| | | | Screenshot Step | | +| | | | 10 11 | | +| | | | From the OPUS | | +| | | | screen tab, | | +| | | | select Retrieve | | +| | | | Payment Info. | | +| | | | The encrypted | | +| | | | payment | | +| | | | information | | +| | | | will populate | | +| | | | on screen in | | +| | | | the respective | | +| | | | fields. See | | +| | | | Screenshot Step | | +| | | | 11 12 | | +| | | | Read the | | +| | | | payment terms | | +| | | | with the | | +| | | | customer. | | +| | | | Select Yes to | | +| | | | confirm that | | +| | | | the customer | | +| | | | agrees to the | | +| | | | terms. Then, | | +| | | | select Next. | | +| | | | Continue with | | +| | | | the call. | | +| | | | See Screenshot | | +| | | | Step 12 Bill | | +| | | | Payment/AutoPay | | +| | | | Step by step | | +| | | | grid for Bill | | +| | | | Payment | | +| | | | 1 Launch | | +| | | | OPUS using | | +| | | | Internet | | +| | | | Explorer. OPUS | | +| | | | Summary | | +| | | | View: From the | | +| | | | Customer | | +| | | | Summary in | | +| | | | OPUS, under the | | +| | | | Payment Info | | +| | | | section, click | | +| | | | Pay>. See Step | | +| | | | 1a | | +| | | | ScreenshotOPUS | | +| | | | Links View: | | +| | | | From the | | +| | | | Customer | | +| | | | Summary in | | +| | | | OPUS, under | | +| | | |  the Payment | | +| | | | Info section, | | +| | | | click Pay | | +| | | | Current | | +| | | | Balance. See | | +| | | | Step 1b | | +| | | | Screenshot | | +| | | | 2 Select the | | +| | | | payment amount, | | +| | | | payment date | | +| | | | and payment | | +| | | | method. | | +| | | | 3 HEADS | | +| | | | UP: Before | | +| | | | sending the | | +| | | | Contoso Payment | | +| | | | link, ask | | +| | | | customer to | | +| | | | have their | | +| | | | credit or debit | | +| | | | card available. | | +| | | | If the customer | | +| | | | does not have | | +| | | | their card | | +| | | | ready, the link | | +| | | | can time out. | | +| | | | This will | | +| | | | result in | | +| | | | having to start | | +| | | | the process | | +| | | | over again. | | +| | | | Select Send a | | +| | | | link to launch | | +| | | | Contoso Payment | | +| | | | Link. Contoso | | +| | | | Payment Link | | +| | | | will load in a | | +| | | | new tab. See | | +| | | | Step 3 | | +| | | | Screenshot | | +| | | | 4 Read this | | +| | | | statement to | | +| | | | the customer to | | +| | | | gain consent: | | +| | | | Option to | | +| | | | text:"May I | | +| | | | have a phone | | +| | | | number to send | | +| | | | you a text with | | +| | | | a link to enter | | +| | | | your payment | | +| | | | information for | | +| | | | today’s transac | | +| | | | tion?"Option to | | +| | | | email: “May I | | +| | | | have an email | | +| | | | address to send | | +| | | | you an email | | +| | | | with a link to | | +| | | | enter your | | +| | | | payment | | +| | | | information for | | +| | | | today’s | | +| | | | transaction?” | | +| | | | If the customer | | +| | | | agrees, leave a | | +| | | | note on the | | +| | | | account, | | +| | | | confirming | | +| | | | consent and the | | +| | | | telephone | | +| | | | number / email | | +| | | | Option to text: | | +| | | | Enter the phone | | +| | | | number (do not | | +| | | | include spaces | | +| | | | or dashes) in | | +| | | | the field on | | +| | | | the top right | | +| | | | corner of the | | +| | | | screen and | | +| | | | click connect. | | +| | | | Option to | | +| | | | email: Click | | +| | | | the Envelope | | +| | | | icon on the top | | +| | | | right corner | | +| | | | Enter Source: | | +| | | | Content: the | | +| | | | customer’s | | +| | | | email address | | +| | | | and click | | +| | | | connect.  | | +| | | | If the customer | | +| | | | declines or is | | +| | | | not able to use | | +| | | | this solution, | | +| | | | reach out to | | +| | | | your manager or | | +| | | | complete the | | +| | | | SPI Order Form | | +| | | | for assistance. | | +| | | | See Screenshot | | +| | | | Step 4 TextSee | | +| | | | Screenshot Step | | +| | | | 4 Email | | +| | | | 5 Select | | +| | | | OK.See | | +| | | | Screenshot Step | | +| | | | 5 6 | | +| | | | The customer | | +| | | | will then open | | +| | | | the link sent | | +| | | | in the text | | +| | | | message/email. | | +| | | | Once the screen | | +| | | | launches, ask | | +| | | | the customer to | | +| | | | read | | +| | | | aloud/confirm | | +| | | | the Token they | | +| | | | see on their | | +| | | | screen, as you | | +| | | | compare it to | | +| | | | the Token you | | +| | | | are viewing on | | +| | | | your screen. | | +| | | | Confirm they | | +| | | | are the same. | | +| | | | Then, select | | +| | | | Screens. See | | +| | | | Screenshot Step | | +| | | | 6 7 | | +| | | | Select Make | | +| | | | Payment. See | | +| | | | Screenshot Step | | +| | | | 7 8 Then | | +| | | | select the blue | | +| | | | arrow > to send | | +| | | | the payment | | +| | | | screen to the | | +| | | | customer. See | | +| | | | Screenshot Step | | +| | | | 8 9 Ask | | +| | | | the customer to | | +| | | | enter their | | +| | | | payment | | +| | | | information and | | +| | | | then select | | +| | | | submit.  | | +| | | | See: Customer | | +| | | | View Screenshot | | +| | | | 10 When | | +| | | | the customer | | +| | | | submits their | | +| | | | information, a | | +| | | | success message | | +| | | | will display | | +| | | | for the | | +| | | | representative | | +| | | | and customer. | | +| | | | Select End | | +| | | | Session See | | +| | | | Screenshot Step | | +| | | | 10 11 | | +| | | | From the OPUS | | +| | | | screen tab, | | +| | | | select Retrieve | | +| | | | Payment Info. | | +| | | | The masked | | +| | | | payment | | +| | | | information | | +| | | | will populate | | +| | | | on screen in | | +| | | | the respective | | +| | | | fields. See | | +| | | | Step 11 | | +| | | | Screenshot | | +| | | | 12 If | | +| | | | applicable, | | +| | | | select "Save | | +| | | | the Payment for | | +| | | | future use", | | +| | | | "Enroll | | +| | | | customer in | | +| | | | Autopay" or | | +| | | | "Split Payment" | | +| | | | checkbox. | | +| | | | 13 Select | | +| | | | Review Payment. | | +| | | | Read the | | +| | | | payment terms | | +| | | | and conditions | | +| | | | to the | | +| | | | customer. | | +| | | | Select the | | +| | | | checkbox. | | +| | | | Select Submit | | +| | | | Payment. | | +| | | | Continue with | | +| | | | the call. | | +| | | | See Step 13 Scr | | +| | | | eenshotHEADS | | +| | | | UP: For | | +| | | | standalone | | +| | | | AutoPay | | +| | | | enrollment | | +| | | | (without taking | | +| | | | a payment), go | | +| | | | to View / Pay | | +| | | | Bill / AutoPay | | +| | | | / Payment | | +| | | | Arrangement - | | +| | | | OPUS - Business | | +| | | | > Select Enroll | | +| | | | in AutoPay | | +| | | | Without Taking | | +| | | | a Payment. | | +| | | | Credit Check | | +| | | | Step by step | | +| | | | grid for Credit | | +| | | | Check 1 | | +| | | | After verifying | | +| | | | the customer in | | +| | | | Clarify, | | +| | | | perform all | | +| | | | steps within | | +| | | | OPUS to access | | +| | | | the Credit | | +| | | | Check screen. | | +| | | | Read the credit | | +| | | | disclosure to | | +| | | | the customer. | | +| | | | Once you’ve | | +| | | | gained consent | | +| | | | from the | | +| | | | customer to | | +| | | | perform a | | +| | | | credit check, | | +| | | | select Send a | | +| | | | link. See | | +| | | | OPUS Credit | | +| | | | Check | | +| | | | Screenshot 1. | | +| | | | 2 The link | | +| | | | will load in a | | +| | | | new tab. Expand | | +| | | | the window to | | +| | | | full screen. | | +| | | |  Read this | | +| | | | statement to | | +| | | | the customer to | | +| | | | gain | | +| | | | consent:Option | | +| | | | to text:"May I | | +| | | | have a phone | | +| | | | number to send | | +| | | | you a text with | | +| | | | a link to enter | | +| | | | your personal | | +| | | | information for | | +| | | | today’s transac | | +| | | | tion?"Option to | | +| | | | email: “May I | | +| | | | have an email | | +| | | | address to send | | +| | | | you an email | | +| | | | with a link to | | +| | | | enter your | | +| | | | personal | | +| | | | information for | | +| | | | today’s | | +| | | | transaction?” | | +| | | | If the customer | | +| | | | agrees, leave a | | +| | | | note on the | | +| | | | account, | | +| | | | confirming | | +| | | | consent and the | | +| | | | telephone | | +| | | | number / email | | +| | | | Option to text: | | +| | | | Enter the phone | | +| | | | number (do not | | +| | | | include spaces | | +| | | | or dashes) in | | +| | | | the field on | | +| | | | the top right | | +| | | | corner of the | | +| | | | screen and | | +| | | | click connect. | | +| | | | Option to | | +| | | | email: Click | | +| | | | the Envelope | | +| | | | icon on the top | | +| | | | right corner | | +| | | | Enter the | | +| | | | customer’s | | +| | | | email address | | +| | | | and click | | +| | | | connect.  | | +| | | | If the customer | | +| | | | declines or is | | +| | | | not able to use | | +| | | | this solution, | | +| | | | reach out to | | +| | | | your manager or | | +| | | | complete the | | +| | | | SPI Order Form | | +| | | | for assistance. | | +| | | | See OPUS Credit | | +| | | | Check | | +| | | | Screenshot 2 | | +| | | | TextSee OPUS | | +| | | | Credit Check | | +| | | | Screenshot 2 | | +| | | | Email 3 | | +| | | | Select OK after | | +| | | | gaining consent | | +| | | | from the | | +| | | | customer. | | +| | | | See OPUS Credit | | +| | | | Check | | +| | | | Screenshot 3. | | +| | | | 4 The | | +| | | | customer will | | +| | | | then open the | | +| | | | link sent in | | +| | | | the text | | +| | | | message/email. | | +| | | | Once the screen | | +| | | | launches, ask | | +| | | | the customer to | | +| | | | read | | +| | | | aloud/confirm | | +| | | | the Token they | | +| | | | see on their | | +| | | | screen, as you | | +| | | | compare it to | | +| | | | the Token you | | +| | | | are viewing on | | +| | | | your screen. | | +| | | | Confirm they | | +| | | | are the same. | | +| | | | Then, select | | +| | | | Screens. See | | +| | | | OPUS Credit | | +| | | | Check | | +| | | | Screenshot 4. | | +| | | | 5 An Enter | | +| | | | Data tab will | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 9 | how to | To verify an | Content: What I | 10 | +| | verify the | incoming | Need to Know | | +| | incoming | customer for | Adhere to all | | +| | customer for | a ToBR, you | VID Business | | +| | a tobr? | need to ask | Rules found in | | +| | | for their | Account | | +| | | CTN and | Verification | | +| | | their name. | Process - BCSS. | | +| | | If the | Procedures The | | +| | | caller | receiving | | +| | | requires | customer must | | +| | | account- | provide their | | +| | | specific | CTN and their | | +| | | information | name: This | | +| | | not listed | shortened VID | | +| | | as allowed | is only allowed | | +| | | in the ToBR | if the caller | | +| | | policy, they | does not | | +| | | must | already have an | | +| | | complete a | existing | | +| | | full VID. | account and if | | +| | | Follow the A | there is an | | +| | | uthenticatio | authorization | | +| | | n Needed - | SOC/note by the | | +| | | CRU/FirstNet | current owner | | +| | | Agency Paid | or the EUMC | | +| | | process. | table in the | | +| | | (Source: | profile | | +| | | Content: | authorizes end- | | +| | | What I Need | users to | | +| | | to Know) | complete | | +| | | | ToBR.In | | +| | | | Clarify, select | | +| | | | Other > ToBR | | +| | | | VID Exception > | | +| | | | type the | | +| | | | customer's | | +| | | | first and last | | +| | | | name in the | | +| | | | text box. If | | +| | | | the caller | | +| | | | requires | | +| | | | account- | | +| | | | specific | | +| | | | information | | +| | | | (not listed as | | +| | | | allowed in the | | +| | | | ToBR policy) on | | +| | | | the original | | +| | | | account, the | | +| | | | caller must | | +| | | | complete a full | | +| | | | VID. Follow the | | +| | | | Authentication | | +| | | | Needed - | | +| | | | CRU/FirstNet | | +| | | | Agency Paid | | +| | | | process. | | +| | | | Source: | | +| | | | Content: | | +| | | | Subscriber icon | | +| | | | > Refresh > | | +| | | | Subscriber List | | +| | | | icon. In the | | +| | | | Subscriber List | | +| | | | window, verify | | +| | | | the CTN(s) and | | +| | | | subscriber | | +| | | | information. | | +| | | | Click the Close | | +| | | | icon. Note the | | +| | | | account. Cut | | +| | | | and paste the | | +| | | | following in | | +| | | | Clarify or | | +| | | | Telegence and | | +| | | | proceed if the | | +| | | | customer | | +| | | | agrees:The | | +| | | | customer | | +| | | | confirmed | | +| | | | receipt of the | | +| | | | WCA and ToBR | | +| | | | Cover Letter | | +| | | | and that can | | +| | | | view | | +| | | | attachments. | | +| | | | The customer | | +| | | | agreed to the | | +| | | | WCA. Cut and | | +| | | | paste the | | +| | | | following in | | +| | | | Clarify or | | +| | | | Telegence and | | +| | | | terminate the | | +| | | | ToBR | | +| | | | transaction if | | +| | | | the customer | | +| | | | does not | | +| | | | agree:The | | +| | | | customer did | | +| | | | not agree to | | +| | | | the WCA and | | +| | | | billing | | +| | | | responsibility | | +| | | | was not | | +| | | | transferred. | | +| | | | Source: | | +| | | | Content: ).AOP | | +| | | | enters CTN to | | +| | | | be ToBR'd and | | +| | | | their PIN.Once | | +| | | | the PIN is | | +| | | | validated, the | | +| | | | AOP selects the | | +| | | | ToBR | | +| | | | Authorization | | +| | | | option.After | | +| | | | the AOP | | +| | | | authorizes the | | +| | | | CTN, they | | +| | | | receive an | | +| | | | email | | +| | | | confirmation.¶ | | +| | | | Email | | +| | | | confirmation is | | +| | | | sent to email | | +| | | | address of | | +| | | | record (i.e., | | +| | | | Contact from | | +| | | | ROME/FaST based | | +| | | | on PIN | | +| | | | entered).¶ The | | +| | | | ToBR | | +| | | | Authorization | | +| | | | SOC and | | +| | | | expiration date | | +| | | | (60 days from | | +| | | | effective date) | | +| | | | are auto- | | +| | | | provisioned. A | | +| | | | generic note | | +| | | | associated to | | +| | | | IVR generic | | +| | | | memo code | | +| | | | (IVRG) is | | +| | | | automatically | | +| | | | documented to | | +| | | | the account.¶ | | +| | | | Self-Service¶ | | +| | | | ¶ For self- | | +| | | | service, there | | +| | | | are two | | +| | | | options:¶ ¶ | | +| | | | myContoso:¶ ¶ | | +| | | | Allows | | +| | | | authorization | | +| | | | only of Contoso | | +| | | | Signature | | +| | | | Program to | | +| | | | Consumer/Contoso | | +| | | | Signature | | +| | | | Program | | +| | | | ToBRs.24/7 avai | | +| | | | lability.Email | | +| | | | notification | | +| | | | and ToBR | | +| | | | completion | | +| | | | instructions | | +| | | | are sent to the | | +| | | | person | | +| | | | authorized to | | +| | | | ToBR.Email | | +| | | | confirmation | | +| | | | when the ToBR | | +| | | | has been | | +| | | | completed.Note: | | +| | | | No ToBR fee.¶ | | +| | | | Premier Online | | +| | | | Care (POC):¶ | | +| | | | Allows | | +| | | | processing of | | +| | | | CRU to Contoso | | +| | | | Signature | | +| | | | Program ToBRs.¶ | | +| | | | ToBR | | +| | | | Authorization | | +| | | | SOC¶ ¶ Add a | | +| | | | ToBR | | +| | | | authorization | | +| | | | SOC to each | | +| | | | CTN. The | | +| | | | benefits are:¶ | | +| | | | ¶ Transfer | | +| | | | Reduction: | | +| | | | Customers with | | +| | | | a SOC who call | | +| | | | 611 or the main | | +| | | | Contoso number | | +| | | | hear this IVR | | +| | | | message before | | +| | | | anything else: | | +| | | | This line was | | +| | | | recently | | +| | | | authorized to | | +| | | | complete a | | +| | | | Transfer of | | +| | | | Billing | | +| | | | Responsibility. | | +| | | | If you are | | +| | | | calling to | | +| | | | complete that | | +| | | | process today, | | +| | | | press 1. | | +| | | | Otherwise, | | +| | | | please remain | | +| | | | on the line to | | +| | | | hear further | | +| | | | options.¶ ¶ | | +| | | | If they choose | | +| | | | option 1, they | | +| | | | route directly | | +| | | | to the National | | +| | | | Solutions | | +| | | | Center (NSC) | | +| | | | who completes | | +| | | | their ToBR.¶ | | +| | | | Contoso Retail | | +| | | | Eligible: The | | +| | | | SOC enables CRU | | +| | | | ToBR processing | | +| | | | in Contoso Retail. | | +| | | | A SOC is not | | +| | | | necessary to | | +| | | | enable Contoso | | +| | | | Retail | | +| | | | processing for | | +| | | | non-CRU | | +| | | | customers.¶ | | +| | | | The SOC | | +| | | | typically | | +| | | | removes in 60 | | +| | | | days. If an | | +| | | | extended time | | +| | | | is needed, add | | +| | | | a specified | | +| | | | expiration | | +| | | | date.¶ One to | | +| | | | 25 lines - Add | | +| | | | the SOC | | +| | | | Manually¶ ¶ | | +| | | | This process | | +| | | | requires two | | +| | | | transactions.¶ | | +| | | | ¶ Add the code | | +| | | | ToBR. Input | | +| | | | the effective | | +| | | | date for the | | +| | | | SOC to expire. | | +| | | | 26+ lines - | | +| | | | Submit Request | | +| | | | to have the SOC | | +| | | | Added¶ ¶ | | +| | | | Complete the | | +| | | | Bulk ToBR SOC | | +| | | | Request Form.¶ | | +| | | | ¶ The SOC is | | +| | | | set to expire | | +| | | | in 60 days. | | +| | | | When an | | +| | | | extended time | | +| | | | is necessary, | | +| | | | include the | | +| | | | desired | | +| | | | expiration date | | +| | | | in the request | | +| | | | form.¶ Send | | +| | | | the completed | | +| | | | Excel form to n | | +| | | | bobulktobrsoc@a | | +| | | | mcustomercare.a | | +| | | | tt-mail.com.¶ | | +| | | | Service Level | | +| | | | Agreements | | +| | | | (SLAs) based on | | +| | | | the number of | | +| | | | CTNs:¶ 1-99 | | +| | | | CTNs: 24-hour | | +| | | | SLA100-149 | | +| | | | CTNs: 3 | | +| | | | business | | +| | | | days150+: 5 | | +| | | | business days¶ | | +| | | | ¶ Credit Check | | +| | | | Requirement and | | +| | | | Possible | | +| | | | Deposit¶ ¶ We | | +| | | | require the | | +| | | | end-user to | | +| | | | complete a | | +| | | | credit check | | +| | | | when | | +| | | | transferring | | +| | | | service to an | | +| | | | individual | | +| | | | account. If the | | +| | | | end-user does | | +| | | | not have | | +| | | | existing | | +| | | | service, this | | +| | | | information is | | +| | | | needed for the | | +| | | | credit check:¶ | | +| | | | ¶ Legal name | | +| | | | Social Security | | +| | | | number (SSN) | | +| | | | Current address | | +| | | | Home phone | | +| | | | number Date of | | +| | | | birth Driver's | | +| | | | license number | | +| | | | and state CRU | | +| | | | to Contoso | | +| | | | Signature | | +| | | | Program with | | +| | | | FAN ToBR¶ ¶ | | +| | | | When moving to | | +| | | | a new Contoso | | +| | | | Signature | | +| | | | Program BAN, | | +| | | | the CRU and | | +| | | | Contoso Signature | | +| | | | Program FANs | | +| | | | must be within | | +| | | | the same | | +| | | | agreement in | | +| | | | FaST (this is | | +| | | | not applicable | | +| | | | when the ToBR | | +| | | | is to one of | | +| | | | the customer's | | +| | | | existing Contoso | | +| | | | Signature | | +| | | | Program BANs). | | +| | | | ¶ ¶ When the | | +| | | | two FANs are | | +| | | | not within the | | +| | | | same agreement, | | +| | | | the end-users | | +| | | | can only ToBR | | +| | | | to a consumer | | +| | | | line and enroll | | +| | | | the FAN via the | | +| | | | Premier Contoso | | +| | | | Sponsorship | | +| | | | Program. End- | | +| | | | users cannot | | +| | | | move to the | | +| | | | Contoso Signature | | +| | | | Program FAN if | | +| | | | they are no | | +| | | | longer employed | | +| | | | with the | | +| | | | associated FAN | | +| | | | company.¶ ¶ | | +| | | | To determine if | | +| | | | the Contoso | | +| | | | Signature | | +| | | | Program FAN | | +| | | | belongs to the | | +| | | | same agreement | | +| | | | as the CRU | | +| | | | FAN:¶ ¶ | | +| | | | Access the CRU | | +| | | | FAN in FaST. | | +| | | | Go to Profile | | +| | | | Header > | | +| | | | Agreement Name | | +| | | | field. In the | | +| | | | Agreement Name | | +| | | | field, click | | +| | | | the company | | +| | | | name hyperlink. | | +| | | | The Agreement | | +| | | | window appears. | | +| | | | Under Profiles, | | +| | | | a list of FANs | | +| | | | associated with | | +| | | | the same | | +| | | | agreement | | +| | | | displays. If | | +| | | | the Contoso | | +| | | | Signature | | +| | | | Program FAN | | +| | | | provided | | +| | | | appears in this | | +| | | | window, it is | | +| | | | part of the | | +| | | | same agreement | | +| | | | as the CRU FAN. | | +| | | | Financial | | +| | | | Responsibility¶ | | +| | | | In the event | | +| | | | the receiving | | +| | | | customer opts | | +| | | | Source: | | +| | | | Content: What I | | +| | | | Need to Know ¶ | | +| | | | For information | | +| | | | on fraud & | | +| | | | social | | +| | | | engineering red | | +| | | | flags, customer | | +| | | | tips, fraudster | | +| | | | techniques, and | | +| | | | best practices, | | +| | | | see Fraud and | | +| | | | Social | | +| | | | Engineering - | | +| | | | BCSS .Follow | | +| | | | the below | | +| | | | procedures when | | +| | | | fraud or social | | +| | | | engineering is | | +| | | | suspected or | | +| | | | confirmed.¶ | | +| | | | Equipment Fraud | | +| | | | Fraud Call Out | | +| | | | Process Locate | | +| | | | Fraud Notes | | +| | | | Social | | +| | | | Engineering | | +| | | | Subscription | | +| | | | Fraud Accounts | | +| | | | Cancelled / | | +| | | | Suspended for | | +| | | | Fraud | | +| | | | Customers route | | +| | | | to the Global | | +| | | | Fraud Office - | | +| | | | Mobility (GFMO) | | +| | | | when they make | | +| | | | an outbound | | +| | | | call. If the | | +| | | | customer | | +| | | | reaches your | | +| | | | department: ¶ | | +| | | | Review account | | +| | | | notes.Verify | | +| | | | the account is | | +| | | | suspended for | | +| | | | fraud.¶ In | | +| | | | Telegence, view | | +| | | | the account | | +| | | | status in the | | +| | | | status bar.¶ | | +| | | | Provide the | | +| | | | caller with | | +| | | | this link: link | | +| | | | .att.com/fraudi | | +| | | | nquiry to | | +| | | | submit their | | +| | | | claim. ¶ If | | +| | | | the caller | | +| | | | needs | | +| | | | assistance with | | +| | | | this process, | | +| | | | open the form | | +| | | | and submit on | | +| | | | behalf of the | | +| | | | caller - follow | | +| | | | Global Fraud | | +| | | | Referral Form | | +| | | | Assistance | | +| | | | Process - | | +| | | | BCSS.¶ ¶ Back | | +| | | | To Top | | +| | | | Equipment Fraud | | +| | | | Confirm the | | +| | | | unauthorized | | +| | | | online order. | | +| | | | If possible, | | +| | | | Cancel the | | +| | | | order Managing | | +| | | | and Viewing | | +| | | | Orders - OPUS - | | +| | | | Business . | | +| | | | Access the | | +| | | | Mobility Fraud | | +| | | | Referral Form | | +| | | | in Link Center. | | +| | | | Submit a | | +| | | | referral | | +| | | | providing all | | +| | | | the required | | +| | | | information, | | +| | | | including a | | +| | | | good contact | | +| | | | number for the | | +| | | | customer. | | +| | | | Assure the | | +| | | | customer Fraud | | +| | | | will review | | +| | | | their case and | | +| | | | contact them | | +| | | | within 48 | | +| | | | hours. Urge | | +| | | | the customer to | | +| | | | immediately | | +| | | | change their | | +| | | | online account | | +| | | | password. | | +| | | | Advise the | | +| | | | customer there | | +| | | | is no need to | | +| | | | call back into | | +| | | | the Fraud queue | | +| | | | for an update. | | +| | | | Fraud will | | +| | | | contact them | | +| | | | within the time | | +| | | | frame | | +| | | | specified. | | +| | | | Report all COAM | | +| | | | fraud using the | | +| | | | Mobility Fraud | | +| | | | Referral Form | | +| | | | in Link Center. | | +| | | | Access the | | +| | | | Mobility Fraud | | +| | | | Referral Form | | +| | | | in Link Center. | | +| | | | Submit a | | +| | | | referral | | +| | | | providing all | | +| | | | the required | | +| | | | information, | | +| | | | including a | | +| | | | good contact | | +| | | | number for the | | +| | | | customer. Back | | +| | | | To Top Fraud | | +| | | | Call Out | | +| | | | Process Follow | | +| | | | this process | | +| | | | when you | | +| | | | suspect | | +| | | | customer fraud. | | +| | | | It may help | | +| | | | determine if | | +| | | | the person on | | +| | | | the phone can | | +| | | | place an order | | +| | | | or change | | +| | | | service for | | +| | | | that account. | | +| | | | ¶ CRU with | | +| | | | FAN¶ 1Ask the | | +| | | | customer to | | +| | | | hold so you can | | +| | | | verify some | | +| | | | information. | | +| | | | Never say you | | +| | | | suspect | | +| | | | fraud.2Review | | +| | | | FaST to ensure | | +| | | | you are | | +| | | | speaking to an | | +| | | | authorized | | +| | | | order placer | | +| | | | (AOP) and all | | +| | | | you received | | +| | | | the applicable | | +| | | | account | | +| | | | verification | | +| | | | information.3¶ | | +| | | | Call the number | | +| | | | listed in the | | +| | | | AOP/telecom | | +| | | | manager (TCM) | | +| | | | profile.Ask to | | +| | | | verify the | | +| | | | order being | | +| | | | placed is | | +| | | | authorized: | | +| | | | This is [your | | +| | | | name] from | | +| | | | Contoso. To | | +| | | | protect the | | +| | | | privacy of | | +| | | | [company name], | | +| | | | I am calling to | | +| | | | verify an order | | +| | | | being placed by | | +| | | | [caller name] | | +| | | | for [number of | | +| | | | phones]. Can | | +| | | | you please | | +| | | | verify this is | | +| | | | an authorized | | +| | | | order and | | +| | | | [caller name] | | +| | | | is authorized | | +| | | | to place orders | | +| | | | for your | | +| | | | company?¶ | | +| | | | Authorized: | | +| | | | Continue to | | +| | | | step 5.No answe | | +| | | | r/voicemail: | | +| | | | Continue to | | +| | | | step 4.Not | | +| | | | authorized:¶ ¶ | | +| | | | ¶ Advise | | +| | | | caller that | | +| | | | they are not | | +| | | | authorized and | | +| | | | the order | | +| | | | cannot be | | +| | | | placed.Cancel | | +| | | | the order.¶ | | +| | | | 4If there is no | | +| | | | answer or if a | | +| | | | voicemail picks | | +| | | | up (do not | | +| | | | leave a | | +| | | | message) and | | +| | | | you cannot | | +| | | | verify the | | +| | | | caller works | | +| | | | for the | | +| | | | business:¶ | | +| | | | Bring the | | +| | | | caller back on | | +| | | | the line.Ask | | +| | | | them to verify | | +| | | | 2 of the | | +| | | | following items | | +| | | | from the | | +| | | | Profile:¶ AOPs | | +| | | | email address | | +| | | | or contact | | +| | | | numbers | | +| | | | listedFederal | | +| | | | Tax | | +| | | | IDHeadquarters | | +| | | | address listed | | +| | | | on the Profile | | +| | | | in FaST¶ If:¶ | | +| | | | Able to verify, | | +| | | | continue to | | +| | | | step 5.Unable | | +| | | | to verify:¶ | | +| | | | Tell the | | +| | | | customer: | | +| | | | Unfortunately, | | +| | | | if you cannot | | +| | | | verify 2 items, | | +| | | | I am unable to | | +| | | | place the | | +| | | | order. Please | | +| | | | contact your | | +| | | | telecom | | +| | | | manager.Cancel | | +| | | | the order.¶ ¶ | | +| | | | ¶ 5¶ Place | | +| | | | the order. If | | +| | | | you still | | +| | | | suspect fraud, | | +| | | | submit a Fraud | | +| | | | > Equipment | | +| | | | Fraud Referral | | +| | | | clarify | | +| | | | case.Note the | | +| | | | account to | | +| | | | include which | | +| | | | method you used | | +| | | | to validate the | | +| | | | customer and | | +| | | | indicate you | | +| | | | submitted a | | +| | | | case. Include | | +| | | | any red flags | | +| | | | or other | | +| | | | suspicious | | +| | | | behaviors that | | +| | | | were observed.¶ | | +| | | | ¶ ¶ ¶ Non- | | +| | | | FAN CRU¶ 1Ask | | +| | | | the customer to | | +| | | | hold so you can | | +| | | | verify some | | +| | | | information. | | +| | | | Never say you | | +| | | | suspect | | +| | | | fraud.2Look up | | +| | | | the business | | +| | | | name and TN in | | +| | | | the online | | +| | | | directory | | +| | | | services:¶ any | | +| | | | who.comwhitepag | | +| | | | es.comyellowboo | | +| | | | k.comyellowpage | | +| | | | s.com¶ ¶ | | +| | | | IfThenDirectory | | +| | | | tool finds a | | +| | | | match, and you | | +| | | | do not suspect | | +| | | | fraudContinue | | +| | | | to step | | +| | | | 5Directory tool | | +| | | | finds a match, | | +| | | | and fraud is su | | +| | | | spectedContinue | | +| | | | to step | | +| | | | 3Directory tool | | +| | | | finds no | | +| | | | matchTell the | | +| | | | caller: I was | | +| | | | unable to | | +| | | | verify your | | +| | | | information. | | +| | | | For your | | +| | | | protection, I | | +| | | | cannot complete | | +| | | | the order. | | +| | | | Please contact | | +| | | | your account | | +| | | | representative. | | +| | | | Cancel the | | +| | | | Source: | | +| | | | Content: What I | | +| | | | Need to Know | | +| | | | Adhere to all | | +| | | | VID Business | | +| | | | Rules found in | | +| | | | Account | | +| | | | Verification | | +| | | | Process - BCSS. | | +| | | | Determine | | +| | | | Verification | | +| | | | Method Ask the | | +| | | | caller to | | +| | | | provide:¶ | | +| | | | Caller's full | | +| | | | nameATTUID¶ If | | +| | | | Screen pop is | | +| | | | available, the | | +| | | | ATTUID can be | | +| | | | confirmed | | +| | | | instead of | | +| | | | requesting it | | +| | | | be provided.Ide | | +| | | | ntify the | | +| | | | caller's | | +| | | | Business Unit | | +| | | | in Webphone. If | | +| | | | the caller does | | +| | | | not have a | | +| | | | Business Unit | | +| | | | listed, move up | | +| | | | in the | | +| | | | hierarchy until | | +| | | | a Business Unit | | +| | | | is visible.¶ ¶ | | +| | | | Continue | | +| | | | verification | | +| | | | based on the | | +| | | | Business Unit.¶ | | +| | | | When the | | +| | | | Business Unit | | +| | | | starts with | | +| | | | Contoso Business, | | +| | | | follow Contoso | | +| | | | Business (BCSS/ | | +| | | | Enterprise/GBS) | | +| | | | or Finance.When | | +| | | | the Business | | +| | | | Unit does not | | +| | | | start with Contoso | | +| | | | Business, | | +| | | | follow Non-Contoso | | +| | | | Business - All | | +| | | | Retail/Virtual | | +| | | | Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales)/Contoso | | +| | | | Right to You.¶ | | +| | | | Non-Contoso | | +| | | | Business - All | | +| | | | Retail/Virtual | | +| | | | Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales)/Contoso | | +| | | | Right to You | | +| | | | FirstNet | | +| | | | Customer | | +| | | | Service: Only | | +| | | | verify Retail | | +| | | | when the | | +| | | | request is | | +| | | | supported by | | +| | | | your | | +| | | | department. | | +| | | | Refer | | +| | | | unsupported | | +| | | | requests to | | +| | | | *AID. BSRS/BMT | | +| | | | S/FNSS/SSO: The | | +| | | | below process | | +| | | | applies to all | | +| | | | Retail/Virtual | | +| | | | Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales)/Contoso | | +| | | | Right to You re | | +| | | | presentatives, | | +| | | | or any caller | | +| | | | (or their | | +| | | | manager) that | | +| | | | is not in a | | +| | | | Business Unit | | +| | | | that starts | | +| | | | with Contoso | | +| | | | Business. | | +| | | | Validate the | | +| | | | representative | | +| | | | following the | | +| | | | steps in the | | +| | | | Agent | | +| | | | Verification | | +| | | | Tool - BCSS.¶ | | +| | | | Contoso Right to | | +| | | | You | | +| | | | representatives | | +| | | | may call with | | +| | | | their | | +| | | | supervisor on | | +| | | | the line; the | | +| | | | supervisor will | | +| | | | provide the | | +| | | | Token | | +| | | | Authentication | | +| | | | code.If AVT is | | +| | | | down, report | | +| | | | the AVT outage | | +| | | | as outlined in | | +| | | | System Issues | | +| | | | and Outages.¶ | | +| | | | Ask the caller | | +| | | | to provide:¶ | | +| | | | 10-digit CTN.¶ | | +| | | | Obtain the full | | +| | | | BAN when there | | +| | | | are no CTNs on | | +| | | | the account.See | | +| | | | Business | | +| | | | Rules/More to | | +| | | | Know on | | +| | | | verifying BAN | | +| | | | in place of | | +| | | | CTN. Refer to | | +| | | | CTN Alternative | | +| | | | Options During | | +| | | | VID - BCSS ¶ | | +| | | | Account name | | +| | | | (Consumer/SIG) | | +| | | | or company name | | +| | | | (CRU): ¶ | | +| | | | Confirm the | | +| | | | 10-digit CTN | | +| | | | matches the | | +| | | | account/company | | +| | | | name.Company | | +| | | | name is | | +| | | | acceptable if | | +| | | | closely mirrors | | +| | | | the FAN or BAN | | +| | | | name.Doing | | +| | | | Business As | | +| | | | (DBA) name is | | +| | | | also accepted, | | +| | | | if listed in | | +| | | | ROME.¶ | | +| | | | Customer's full | | +| | | | name:¶ | | +| | | | Validate in | | +| | | | FaST on the FAN | | +| | | | profile (CRU | | +| | | | only).Verify | | +| | | | RAUs in | | +| | | | Snapshot.¶ ¶ | | +| | | | Retail/Authoiri | | +| | | | zed Retail | | +| | | | Only: Confirm | | +| | | | that the | | +| | | | customer is | | +| | | | present in | | +| | | | store. Ask the | | +| | | | caller if they | | +| | | | have fully | | +| | | | verified the | | +| | | | customer. | | +| | | | Telegence Memos | | +| | | | will show the | | +| | | | results of the | | +| | | | Driver’s | | +| | | | License scan. | | +| | | | Contoso Business ( | | +| | | | BCSS/Enterprise | | +| | | | /GBS) or | | +| | | | Finance BSRS/B | | +| | | | MTS/FNSS/SSO: | | +| | | | The below | | +| | | | process applies | | +| | | | to all Sales Co | | +| | | | ntacts/Account | | +| | | | Executives, or | | +| | | | any caller (or | | +| | | | their manager), | | +| | | | in a Business | | +| | | | Unit that | | +| | | | starts with | | +| | | | Contoso Business. | | +| | | | ¶ If the | | +| | | | seller requests | | +| | | | navigational | | +| | | | assistance with | | +| | | | OPUS or ROME, | | +| | | | select | | +| | | | Navigational | | +| | | | Assistance | | +| | | | below.Some | | +| | | | accounts have | | +| | | | special notes | | +| | | | allowing ABS | | +| | | | Sales | | +| | | | representatives | | +| | | | to make more | | +| | | | than the | | +| | | | standard | | +| | | | requests | | +| | | | allowed; refer | | +| | | | to FaST notes | | +| | | | for | | +| | | | exceptions.Ask | | +| | | | the caller to | | +| | | | provide:¶ | | +| | | | Validate the | | +| | | | representative | | +| | | | following the | | +| | | | steps in the | | +| | | | Agent | | +| | | | Verification | | +| | | | Tool - BCSS.¶ | | +| | | | If AVT is down, | | +| | | | report the AVT | | +| | | | outage as | | +| | | | outlined in | | +| | | | System Issues | | +| | | | and Outages.¶ | | +| | | | 10-digit CTN: ¶ | | +| | | | Obtain the full | | +| | | | BAN or Invoice | | +| | | | ID if there are | | +| | | | no CTNs on the | | +| | | | account.See | | +| | | | Business | | +| | | | Rules/More to | | +| | | | Know on | | +| | | | verifying BAN | | +| | | | in place of | | +| | | | CTN. Refer to | | +| | | | CTN Alternative | | +| | | | Options During | | +| | | | VID - BCSS ¶ | | +| | | | Account name | | +| | | | (Consumer/SIG) | | +| | | | or company name | | +| | | | (CRU):¶ | | +| | | | Confirm the | | +| | | | 10-digit CTN | | +| | | | matches the | | +| | | | account/company | | +| | | | nameDoing | | +| | | | Business As | | +| | | | (DBA) name is | | +| | | | also accepted, | | +| | | | if listed in | | +| | | | ROME.¶ FAN | | +| | | | Password (when | | +| | | | present) or | | +| | | | last 4-digits | | +| | | | of the BAN | | +| | | | (when no FAN | | +| | | | Password is | | +| | | | present). | | +| | | | Customer's full | | +| | | | name:¶ | | +| | | | Validate in | | +| | | | FaST on the FAN | | +| | | | profile (CRU | | +| | | | only).¶ Ask | | +| | | | for the | | +| | | | caller's | | +| | | | Manager's name | | +| | | | as listed in | | +| | | | Webphone. Ask | | +| | | | the caller if | | +| | | | they have fully | | +| | | | verified the | | +| | | | customer. The | | +| | | | customer does | | +| | | | not have to be | | +| | | | on the line or | | +| | | | in the store. | | +| | | | If the caller | | +| | | | is unable to | | +| | | | complete all | | +| | | | verification | | +| | | | requirements | | +| | | | the caller is | | +| | | | unverified and | | +| | | | has General | | +| | | | Access. They | | +| | | | may not make | | +| | | | any changes.Nav | | +| | | | igational | | +| | | | assistance may | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 10 | How long | ACT Envelope | Content: Here's | 10 | +| | does it take | Credits can | How it Works | | +| | for ACT | take up to 4 | ACT Closing | | +| | Envelope | billing | Credits | | +| | Credits to | cycles to | Provide a | | +| | appear on a | appear on a | dollar amount | | +| | customer's | customer's | reduction to | | +| | billing | billing | the total line | | +| | statement? | statement. | of service | | +| | | (Source: | charges with a | | +| | | context) | qualified | | +| | | | activation. | | +| | | | CTN must be | | +| | | | activated | | +| | | | during the ACT | | +| | | | Envelope Credit | | +| | | | effective | | +| | | | dates. Customer | | +| | | | must wait 4 | | +| | | | billing cycles | | +| | | | for credits to | | +| | | | appear.  Only | | +| | | | a Direct Seller | | +| | | | may offer ACT. | | +| | | | Examples of ACT | | +| | | | Envelope | | +| | | | Credits | | +| | | | include: $50 | | +| | | | /$100/$150/$200 | | +| | | | credit with a | | +| | | | new Smartphone | | +| | | | activation. | | +| | | | $25/$50 credit | | +| | | | with a new | | +| | | | Feature Phone | | +| | | | activation. | | +| | | | After 4 billing | | +| | | | cycles, if | | +| | | | credits are not | | +| | | | applied follow | | +| | | | Contoso Closing | | +| | | | Tool (ACT) & | | +| | | | Retention | | +| | | | Closing Tool | | +| | | | (RCT) | | +| | | | Enhancements | | +| | | | ** Must be | | +| | | | requested by | | +| | | | Contoso Business | | +| | | | Sales when | | +| | | | supporting | | +| | | | Retail and only | | +| | | | requested when | | +| | | | the CSE is | | +| | | | involved in | | +| | | | closing a sale. | | +| | | | Equipment | | +| | | | Discounts | | +| | | | Contracted | | +| | | | equipment | | +| | | | discounts are | | +| | | | applied at the | | +| | | | point of sale | | +| | | | (for example, | | +| | | | BME or retail) | | +| | | | according to | | +| | | | each company's | | +| | | | profile | | +| | | | equipment | | +| | | | instructions | | +| | | | listed in FaST. | | +| | | | Only the point | | +| | | | of sale may | | +| | | | apply to this | | +| | | | type of | | +| | | | discount. | | +| | | | MRC Modifier | | +| | | | Credits | | +| | | | Provide a | | +| | | | dollar amount | | +| | | | to reduce from | | +| | | | a specific MRC | | +| | | | charge each | | +| | | | billing cycle. | | +| | | | Controlled by | | +| | | | Offer Elements | | +| | | | in ROME/FaST. | | +| | | | On the bill, | | +| | | | the credits | | +| | | | appear | | +| | | | immediately | | +| | | | following the | | +| | | | adjusted | | +| | | | charge. | | +| | | | Prorating rules | | +| | | | apply. | | +| | | | Customer must | | +| | | | be on a | | +| | | | qualifying FAN | | +| | | | and meet the | | +| | | | conditions of | | +| | | | the Offer | | +| | | | Element. CTN | | +| | | | must be active | | +| | | | in order to | | +| | | | receive the | | +| | | | credit. | | +| | | | National | | +| | | | Account Credits | | +| | | | Reduce the | | +| | | | total amount | | +| | | | due on an | | +| | | | account by a | | +| | | | set dollar | | +| | | | amount. If the | | +| | | | credit is | | +| | | | larger than the | | +| | | | amount due in a | | +| | | | given month, | | +| | | | the remaining | | +| | | | credit is | | +| | | | applied to the | | +| | | | next billing | | +| | | | cycle. It may | | +| | | | take up to 2 | | +| | | | billing cycles | | +| | | | to appear on | | +| | | | the billing | | +| | | | statement. | | +| | | | During the | | +| | | | Unification | | +| | | | process, | | +| | | | National | | +| | | | Account Credit | | +| | | | balances can | | +| | | | take up to 3 | | +| | | | billing cycles | | +| | | | to appear on | | +| | | | the billing | | +| | | | statement. | | +| | | | Complete a | | +| | | | Clarify case if | | +| | | | the following | | +| | | | apply: MRC | | +| | | | Modifier is on | | +| | | | the agreement | | +| | | | yet not | | +| | | | appearing on | | +| | | | the Foundation | | +| | | | Account Number | | +| | | | (FAN) Note: | | +| | | | MRC Modifiers | | +| | | | will not apply | | +| | | | if Rate Plans | | +| | | | were backdated | | +| | | | on the | | +| | | | account.  | | +| | | | National | | +| | | | Account | | +| | | | Discount (FAN | | +| | | | Discounts) | | +| | | | Processed by | | +| | | | applying the | | +| | | | contracted | | +| | | | service | | +| | | | discount | | +| | | | percent to | | +| | | | monthly | | +| | | | qualifying | | +| | | | charges | | +| | | | according to | | +| | | | the company's | | +| | | | chosen discount | | +| | | | distribution | | +| | | | method: End- | | +| | | | User Credit | | +| | | | Company Check | | +| | | | Consolidated | | +| | | | Invoice Credit | | +| | | | (CI) | | +| | | | Calculated on | | +| | | | the amount | | +| | | | remaining after | | +| | | | the MRC | | +| | | | Modifiers have | | +| | | | been | | +| | | | subtracted. | | +| | | | Discount only | | +| | | | applies to | | +| | | | future bill | | +| | | | cycles and | | +| | | | cannot be | | +| | | | backdated. | | +| | | | Telegence | | +| | | | applies | | +| | | | discounts to | | +| | | | qualifying | | +| | | | charges in | | +| | | | order from | | +| | | | highest charge | | +| | | | to lowest when | | +| | | | calculating | | +| | | | discounts. | | +| | | | Telegence-Based | | +| | | | Discounts | | +| | | | Provide a | | +| | | | dollar amount | | +| | | | to be reduced | | +| | | | from a specific | | +| | | | MRC charge each | | +| | | | billing cycle | | +| | | | and appear | | +| | | | immediately | | +| | | | following the | | +| | | | charge being | | +| | | | adjusted. | | +| | | | Examples of | | +| | | | Telegence-based | | +| | | | discounts | | +| | | | include, but | | +| | | | are not limited | | +| | | | to: AutoPay | | +| | | | discount | | +| | | | Mobile Select | | +| | | | discount | | +| | | | Troubleshooting | | +| | | | Resources Contoso | | +| | | | Closing Tool | | +| | | | (ACT) Credit | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | Equipment | | +| | | | Discount | | +| | | | Inquiry MRC | | +| | | | Modifier Credit | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | National | | +| | | | Account Credit | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | National | | +| | | | Account | | +| | | | Discount | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | Telegence-Based | | +| | | | Discount | | +| | | | Inquiries | | +| | | | Source: | | +| | | | Content: ¶ | | +| | | | What is the | | +| | | | Contoso Closing | | +| | | | Tool?¶ ¶ | | +| | | | Available to | | +| | | | CRU only.Level | | +| | | | 3 or above | | +| | | | approval | | +| | | | required.ACT | | +| | | | credits provide | | +| | | | a dollar amount | | +| | | | reduction to | | +| | | | the total lines | | +| | | | of service | | +| | | | charges with a | | +| | | | qualified | | +| | | | activation. | | +| | | | Only used when | | +| | | | there is a | | +| | | | documented | | +| | | | competitive | | +| | | | offer equal to | | +| | | | or lower than | | +| | | | Contoso's | | +| | | | offer.May or | | +| | | | may not be | | +| | | | combinable with | | +| | | | other offers/pr | | +| | | | omotions. Refer | | +| | | | to promotion | | +| | | | brochures when | | +| | | | applicable.¶ | | +| | | | ** Must be | | +| | | | requested by | | +| | | | Contoso Business | | +| | | | Sales when | | +| | | | supporting | | +| | | | Retail and only | | +| | | | requested when | | +| | | | the CSE is | | +| | | | involved in | | +| | | | closing a sale. | | +| | | | ¶ ¶ | | +| | | | Requirements¶ | | +| | | | ¶ Line / | | +| | | | Device | | +| | | | Requirements¶ | | +| | | | Minimum of 5 li | | +| | | | nes.Smartphones | | +| | | | , Basic Phones, | | +| | | | and Data | | +| | | | Devices.Contoso | | +| | | | Installment | | +| | | | Plan/Equipment | | +| | | | Installment | | +| | | | Plan | | +| | | | required.AMB | | +| | | | and ACDA | | +| | | | agreement | | +| | | | types.¶ | | +| | | | Restrictions¶ | | +| | | | Cameras, Gaming | | +| | | | devices, Contoso | | +| | | | Wireless | | +| | | | Internet, | | +| | | | Machine-to- | | +| | | | Machine, and | | +| | | | watches are not | | +| | | | eligible.ACT is | | +| | | | not available | | +| | | | for customers | | +| | | | on custom | | +| | | | agreements.¶ | | +| | | | ACT Credit | | +| | | | Amount¶ | | +| | | | Smartphones:¶ | | +| | | | $50 - $150¶ | | +| | | | Basic phones & | | +| | | | Data Devices¶ | | +| | | | $25 - $50¶ ¶ | | +| | | | Rate Plan | | +| | | | Requirements¶ | | +| | | | ¶ | | +| | | | Smartphones:¶ | | +| | | | Voice plan with | | +| | | | Data feature | | +| | | | $59.98 and | | +| | | | aboveMobile | | +| | | | Share plan with | | +| | | | Voice & | | +| | | | DataMobile | | +| | | | Select | | +| | | | Smartphone | | +| | | | planAny | | +| | | | generally | | +| | | | available | | +| | | | Unlimited plan¶ | | +| | | | ¶ ¶ Basic | | +| | | | Phones/Data | | +| | | | Devices:¶ | | +| | | | Voice Plan | | +| | | | $34.95 and | | +| | | | aboveMobile | | +| | | | Share Plan with | | +| | | | VoiceMobile | | +| | | | Select Plan for | | +| | | | Feature Phones | | +| | | | (Standard and | | +| | | | Custom)Any | | +| | | | generally | | +| | | | available | | +| | | | Unlimited plan¶ | | +| | | | ¶ ¶ ¶ ¶ ¶ | | +| | | | Setting | | +| | | | Expectations¶ | | +| | | | Provide the | | +| | | | total credit | | +| | | | per line.It can | | +| | | | take up to 4 | | +| | | | billing cycles | | +| | | | for ACT | | +| | | | Envelope | | +| | | | Credits to | | +| | | | appear on the | | +| | | | bill. Billing | | +| | | | Statement - | | +| | | | ScreenshotACT | | +| | | | Envelope | | +| | | | Credits display | | +| | | | as Wireless | | +| | | | Activation | | +| | | | Credit on the | | +| | | | bill.A sperate | | +| | | | credit displays | | +| | | | for each new | | +| | | | activation / | | +| | | | CTN in the | | +| | | | Payments & | | +| | | | Adjustments | | +| | | | section.¶ ¶ ¶ | | +| | | | Procedures¶ ¶ | | +| | | | 1Identify a | | +| | | | sales | | +| | | | opportunity & | | +| | | | validate | | +| | | | eligibility.¶ | | +| | | | 1. Access FaST. | | +| | | | 2. Search by | | +| | | | FAN or | | +| | | | Agreement ID. | | +| | | | 3. Select the | | +| | | | correct | | +| | | | agreement from | | +| | | | the list. 4. | | +| | | | Select the | | +| | | | Offer Elements | | +| | | | tab and verify | | +| | | | if the customer | | +| | | | has an active | | +| | | | or expired ACT | | +| | | | Envelope | | +| | | | Credit.¶ ¶ If | | +| | | | Active, the | | +| | | | customer is not | | +| | | | eligible for | | +| | | | another ACT | | +| | | | Envelope Credit | | +| | | | request.If | | +| | | | Expired, | | +| | | | continue to the | | +| | | | next step. A | | +| | | | separate credit | | +| | | | displays for | | +| | | | each new | | +| | | | activation/CTN | | +| | | | in the Payments | | +| | | | & Adjustments | | +| | | | section.FaST - | | +| | | | Screenshot¶ 2¶ | | +| | | | Access the | | +| | | | Offer | | +| | | | Comparison Tool | | +| | | | .External | | +| | | | Centers: Work | | +| | | | with your | | +| | | | manager on site | | +| | | | to access and | | +| | | | fill out the | | +| | | | Offer | | +| | | | Comparison | | +| | | | Tool.¶ 3¶ | | +| | | | Save a copy of | | +| | | | the blank form | | +| | | | to your hard | | +| | | | drive. Do not | | +| | | | add the & | | +| | | | symbol in the | | +| | | | file | | +| | | | name.External | | +| | | | Centers: This | | +| | | | applies to the | | +| | | | manager on | | +| | | | site.¶ | | +| | | | 4Complete the | | +| | | | form.¶ | | +| | | | 1Customer | | +| | | | Information | | +| | | | Section¶ 1. | | +| | | | Segment: NBS | | +| | | | SBS Regional.¶ | | +| | | | ¶ 2. New or | | +| | | | Growth: ¶ ¶ | | +| | | | New is a brand- | | +| | | | new | | +| | | | customer.Growth | | +| | | | is an existing | | +| | | | customer.¶ ¶ | | +| | | | 3. Customer | | +| | | | Name: Enter the | | +| | | | Business Name | | +| | | | (Account | | +| | | | Name).¶ ¶ 4. | | +| | | | Current | | +| | | | Mobility | | +| | | | Carrier: Enter | | +| | | | customer’s | | +| | | | competitor | | +| | | | carrier.¶ ¶ | | +| | | | 5. Customer | | +| | | | Location: Enter | | +| | | | the State the | | +| | | | service is | | +| | | | being set up | | +| | | | in.¶ ¶ 6. | | +| | | | Sales Manager: | | +| | | | Enter your | | +| | | | manager’s | | +| | | | name.¶ ¶ 7. | | +| | | | General | | +| | | | Manager: Select | | +| | | | Tashima.¶ ¶ | | +| | | | 8. Vice- | | +| | | | President: | | +| | | | Auto-populates | | +| | | | when General | | +| | | | Manager is | | +| | | | selected.¶ ¶ | | +| | | | 9. Vertical: | | +| | | | NBS Regional¶ | | +| | | | ¶ 10. | | +| | | | Industry: | | +| | | | Select the | | +| | | | industry that | | +| | | | best matches | | +| | | | the customer.¶ | | +| | | | ¶ 11. Contract | | +| | | | Type: AMB or | | +| | | | ACDA.¶ 2Contoso | | +| | | | Section This | | +| | | | section | | +| | | | represents the | | +| | | | monthly rates | | +| | | | quoted/offered | | +| | | | to the | | +| | | | customer.¶ | | +| | | | Voice Plans: | | +| | | | Specify plan | | +| | | | name, number of | | +| | | | CTNs, and | | +| | | | MRC.Data Plans: | | +| | | | Specify the | | +| | | | plan name, | | +| | | | number of CTNs, | | +| | | | and | | +| | | | MRC.Features: | | +| | | | Specify the | | +| | | | plan name, | | +| | | | number of CTNs, | | +| | | | and MRC.One- | | +| | | | time Charges/Co | | +| | | | mpetitor’s ETF: | | +| | | | Specify the | | +| | | | name, number of | | +| | | | CTNs, and | | +| | | | dollar amount.¶ | | +| | | | List the | | +| | | | competitor’s | | +| | | | ETF here.¶ | | +| | | | Devices: | | +| | | | Specify | | +| | | | Smartphones, | | +| | | | Basic phone or | | +| | | | Data Devices | | +| | | | Source: | | +| | | | Content: rears | | +| | | | Customer | | +| | | | Accounts¶ ¶ | | +| | | | Customers | | +| | | | enrolled in | | +| | | | PA1, PA4 or | | +| | | | standalone | | +| | | | ProTech Support | | +| | | | legacy programs | | +| | | | with an account | | +| | | | that is billed | | +| | | | in arrears will | | +| | | | receive a one- | | +| | | | time bill | | +| | | | credit(s) for | | +| | | | each CTN | | +| | | | enrolled in one | | +| | | | of these legacy | | +| | | | programs. Due | | +| | | | to bill cycle | | +| | | | timing, the | | +| | | | full bill cycle | | +| | | | was charged at | | +| | | | the higher rate | | +| | | | that went into | | +| | | | effect on | | +| | | | 10/5/22 so this | | +| | | | credit is to | | +| | | | offset the days | | +| | | | prior to 10/5. | | +| | | | Note: this | | +| | | | credit only | | +| | | | applies to | | +| | | | billed in | | +| | | | arrears | | +| | | | accounts and | | +| | | | only for the | | +| | | | specified bill | | +| | | | cycle. Credit | | +| | | | amounts are as | | +| | | | follows:¶ ¶ | | +| | | | Each legacy PA1 | | +| | | | line will | | +| | | | receive a one- | | +| | | | time $1.00 | | +| | | | credit. Each | | +| | | | legacy PA4 line | | +| | | | will receive a | | +| | | | one-time $5.00 | | +| | | | credit. Each | | +| | | | legacy ProTech | | +| | | | Support line | | +| | | | will receive a | | +| | | | one-time $1.00 | | +| | | | credit. | | +| | | | Account | | +| | | | impacts¶ ¶ | | +| | | | Adjustments are | | +| | | | being processed | | +| | | | automatically | | +| | | | via sweeps from | | +| | | | 11/9/22 | | +| | | | -11/30/22. The | | +| | | | customer’s bill | | +| | | | will be | | +| | | | systematically | | +| | | | adjusted to | | +| | | | apply the bill | | +| | | | credit. | | +| | | | Credits will | | +| | | | post within 1-2 | | +| | | | bill cycles. | | +| | | | Credits will | | +| | | | include sales | | +| | | | tax | | +| | | | adjustments, | | +| | | | where | | +| | | | applicable. | | +| | | | The below user | | +| | | | notes will be | | +| | | | applied on the | | +| | | | customer’s | | +| | | | account as part | | +| | | | of the bill | | +| | | | credit | | +| | | | transaction:¶ | | +| | | | $1.00 credit | | +| | | | for each CTN | | +| | | | with legacy PA1 | | +| | | | user note: ¶ | | +| | | | Billed in | | +| | | | arrears | | +| | | | account. Line | | +| | | | enrolled in | | +| | | | legacy PA1 had | | +| | | | Oct 5 2022 | | +| | | | price increase. | | +| | | | One-time $1.00 | | +| | | | adj. given as | | +| | | | credit for bill | | +| | | | cycle days | | +| | | | prior to Oct 5 | | +| | | | billed at | | +| | | | higher MRC. See | | +| | | | Article 36506. | | +| | | | ¶ $5.00 credit | | +| | | | for each CTN | | +| | | | with legacy PA4 | | +| | | | user note: ¶ | | +| | | | Billed in | | +| | | | arrears | | +| | | | account. Line | | +| | | | enrolled in | | +| | | | legacy PA4 had | | +| | | | Oct 5 2022 | | +| | | | price increase. | | +| | | | One-time $5.00 | | +| | | | adj. given as | | +| | | | credit for bill | | +| | | | cycle days | | +| | | | prior to Oct 5 | | +| | | | billed at | | +| | | | higher MRC. See | | +| | | | Article 36506. | | +| | | | ¶ $1.00 credit | | +| | | | for each CTN | | +| | | | with standalone | | +| | | | ProTech Support | | +| | | | user note:¶ | | +| | | | Billed in | | +| | | | arrears acct. | | +| | | | Line in legacy | | +| | | | ProTech Support | | +| | | | had Oct 5 2022 | | +| | | | price increase. | | +| | | | One-time $1.00 | | +| | | | adj. given as | | +| | | | credit for bill | | +| | | | cycle days | | +| | | | prior to Oct 5 | | +| | | | billed at | | +| | | | higher MRC. See | | +| | | | Article 36506. | | +| | | | ¶ ¶ No | | +| | | | further credits | | +| | | | should be | | +| | | | applied. What | | +| | | | do you need to | | +| | | | do? No action | | +| | | | needed. This | | +| | | | communication | | +| | | | is for | | +| | | | awareness. ¶ | | +| | | | ¶ Back to Top | | +| | | | Source: | | +| | | | Content: | | +| | | | invoice within | | +| | | | 1-2 billing | | +| | | | cycles.  | | +| | | | ClarifyLite | | +| | | | users: | | +| | | | ClarifyLite | | +| | | | displays the | | +| | | | status as | | +| | | | Failed in red | | +| | | | letters when | | +| | | | transactions do | | +| | | | not process. | | +| | | | The | | +| | | | transactions | | +| | | | are re- | | +| | | | attempted by | | +| | | | ClarifyLite. | | +| | | | Do not re- | | +| | | | submit | | +| | | | adjustments in | | +| | | | ClarifyLite or | | +| | | | Telegence when | | +| | | | you see a | | +| | | | failed | | +| | | | transaction. | | +| | | | ClarifyLite | | +| | | | automatically | | +| | | | corrects or | | +| | | | resubmits the | | +| | | | adjustment. | | +| | | | Case number & | | +| | | | expected | | +| | | | resolution date | | +| | | | were not | | +| | | | provided: | | +| | | | Adjustment has | | +| | | | been applied to | | +| | | | the account. | | +| | | | Appears on the | | +| | | | invoice within | | +| | | | 1-2 bill | | +| | | | cycles. | | +| | | | Combined Bill: | | +| | | | Adjustments are | | +| | | | transferred to | | +| | | | the | | +| | | | wired account | | +| | | | after 5-7 | | +| | | | business days. | | +| | | | Adjustments of | | +| | | | pending charges | | +| | | | are included on | | +| | | | the next | | +| | | | invoice. | | +| | | | Suggested | | +| | | | Verbiage:  | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], I have | | +| | | | applied a net | | +| | | | adjustment for | | +| | | | the [ usage | | +| | | | charges, | | +| | | | international | | +| | | | roaming | | +| | | | charges] in the | | +| | | | amount of | | +| | | | [xx.xx]. The | | +| | | | adjustment will | | +| | | | appear on your | | +| | | | invoice within | | +| | | | 1-2 bill | | +| | | | cycles.  | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], I have | | +| | | | applied a net | | +| | | | adjustment for | | +| | | | the [usage | | +| | | | charges, | | +| | | | international | | +| | | | roaming | | +| | | | charges] in the | | +| | | | amount of | | +| | | | [xx.xx]. The | | +| | | | adjustment will | | +| | | | be transferred | | +| | | | to your wired | | +| | | | account within | | +| | | | 5-7 business | | +| | | | days and will | | +| | | | appear on your | | +| | | | next invoice.  | | +| | | | Balance | | +| | | | Transfer, | | +| | | | DirectBill, or | | +| | | | Write-Off | | +| | | | Adjustments | | +| | | | 1 In Clarify, | | +| | | | select Submit | | +| | | | Adjustment. The | | +| | | | Request Info | | +| | | | tab populates. | | +| | | | 2 From the | | +| | | | Dispute/Adj. | | +| | | | Type drop-down, | | +| | | | select the | | +| | | | option that | | +| | | | matches the | | +| | | | adjustment type | | +| | | | you are issuing | | +| | | | (Balance | | +| | | | Transfer, | | +| | | | DirectBill, or | | +| | | | Write-Off). | | +| | | | 3 Check the | | +| | | | Enter Exact | | +| | | | Adjustment | | +| | | | Amount box. | | +| | | | 4 Customer | | +| | | | Dispute box | | +| | | | must be check | | +| | | | for all | | +| | | | adjustments | | +| | | | over SOD or | | +| | | | sent to CART. | | +| | | | Collection | | +| | | | activity stops | | +| | | | until case | | +| | | | closure. | | +| | | | Disputed amount | | +| | | | is not included | | +| | | | in auto- | | +| | | | payments taken | | +| | | | before the case | | +| | | | is resolved. | | +| | | | If the credit | | +| | | | request is | | +| | | | rejected, the | | +| | | | next invoice | | +| | | | reflects a past | | +| | | | due amount. | | +| | | | Late fee | | +| | | | disputes for | | +| | | | past due | | +| | | | amounts are at | | +| | | | your | | +| | | | discretion. | | +| | | | Classify as an | | +| | | | efficiency | | +| | | | adjustment. | | +| | | | Category | | +| | | | Definition | | +| | | | Examples | | +| | | | Checked | | +| | | | Customer is | | +| | | | questioning a | | +| | | | specific charge | | +| | | | on their bill.  | | +| | | | Disputes | | +| | | | MRC/overage | | +| | | | charges and | | +| | | | requests and | | +| | | | adjustment. | | +| | | | Disputes | | +| | | | activation fees | | +| | | | and requests an | | +| | | | adjustment. | | +| | | | Unchecked | | +| | | | Customer is not | | +| | | | questioning a | | +| | | | specific charge | | +| | | | on their bill | | +| | | | Customer calls | | +| | | | to discuss | | +| | | | their rate plan | | +| | | | and the | | +| | | | representative | | +| | | | rerates and | | +| | | | provides a | | +| | | | proactive | | +| | | | credit. | | +| | | | Credits to | | +| | | | pending charges | | +| | | | Goodwill | | +| | | | adjustments | | +| | | | Proactive | | +| | | | credits by | | +| | | | offline teams | | +| | | | 5 Select the | | +| | | | appropriate | | +| | | | Product Type: | | +| | | | Mobility: | | +| | | | Standard | | +| | | | requests not | | +| | | | related to ASC | | +| | | | products AMS - | | +| | | | Advanced | | +| | | | Mobility | | +| | | | Solutions: BM | | +| | | | IoT and CART | | +| | | | only. Use to | | +| | | | process | | +| | | | adjustments for | | +| | | | products on the | | +| | | | AS Product List | | +| | | | and Transfers. | | +| | | | 6 Select the | | +| | | | Category and | | +| | | | Sub-Category | | +| | | | matching the | | +| | | | credit that is | | +| | | | being applied. | | +| | | | Example: | | +| | | | Crediting a | | +| | | | data rate plan, | | +| | | | select the MRC | | +| | | | and Fees | | +| | | | category and | | +| | | | the Rate Plan | | +| | | | Charge - Data | | +| | | | sub-Category. | | +| | | | Multiple | | +| | | | adjustments: | | +| | | | Select the | | +| | | | category with | | +| | | | the largest | | +| | | | adjustment | | +| | | | impact. Refer | | +| | | | to Adjustment C | | +| | | | ategories secti | | +| | | | on if needed. | | +| | | | 7 Select the | | +| | | | correct | | +| | | | Adjustment | | +| | | | Classification. | | +| | | | Correct Charge: | | +| | | | Result of an | | +| | | | Contoso error | | +| | | | reported within | | +| | | | 6 months of the | | +| | | | disputed | | +| | | | invoice. If | | +| | | | multiple | | +| | | | invoices are | | +| | | | impacted, the | | +| | | | oldest must be | | +| | | | within the6 | | +| | | | month period. | | +| | | | Custom | | +| | | | contracts may | | +| | | | extend the | | +| | | | dispute period | | +| | | | and must have | | +| | | | notes in ROME | | +| | | | stating the | | +| | | | revised dispute | | +| | | | period. | | +| | | | Examples - | | +| | | | Incorrect rate | | +| | | | plan | | +| | | | provisioned, | | +| | | | contractual fee | | +| | | | waivers, and so | | +| | | | on. | | +| | | | Efficiency: | | +| | | | Non-Contoso error | | +| | | | adjustments | | +| | | | based on an | | +| | | | unverifiable | | +| | | | customer claim, | | +| | | | customer misund | | +| | | | erstanding, | | +| | | | customer error, | | +| | | | or one-time goo | | +| | | | dwill.Adjustmen | | +| | | | ts that are the | | +| | | | result of an | | +| | | | Contoso error that | | +| | | | were not | | +| | | | reported within | | +| | | | 6 months of | | +| | | | when the issue | | +| | | | first started. | | +| | | | Examples - | | +| | | | Goodwill | | +| | | | adjustment, | | +| | | | prorated charge | | +| | | | adjustment due | | +| | | | to misunderstan | | +| | | | ding, Source: | | +| | | | Content: . ¶ | | +| | | | Remain active | | +| | | | and in good | | +| | | | standing on | | +| | | | wireless | | +| | | | installment | | +| | | | agreements for | | +| | | | the duration of | | +| | | | the installment | | +| | | | term.Monthly | | +| | | | recurring bill | | +| | | | credit can take | | +| | | | from 1 to 3 | | +| | | | billing | | +| | | | cycles.Customer | | +| | | | is responsible | | +| | | | for payments | | +| | | | until bill | | +| | | | credit is | | +| | | | issued.Will | | +| | | | receive the | | +| | | | first credit | | +| | | | equal to the | | +| | | | number of | | +| | | | payments | | +| | | | already | | +| | | | paid.For | | +| | | | automated | | +| | | | orders, monthly | | +| | | | credits | | +| | | | typically begin | | +| | | | on 1st bill, | | +| | | | for manual | | +| | | | (Data Driven) | | +| | | | orders, credits | | +| | | | will begin | | +| | | | within 3 | | +| | | | bills.If | | +| | | | credits start | | +| | | | on 2nd to 3rd | | +| | | | bill. Customer | | +| | | | must pay | | +| | | | his/her bill in | | +| | | | full until the | | +| | | | credits start | | +| | | | to apply in up | | +| | | | to 3 bill | | +| | | | cycles.Late | | +| | | | fees may apply | | +| | | | when bills are | | +| | | | unpaid.Customer | | +| | | | must pay | | +| | | | installments | | +| | | | until | | +| | | | then.Initially, | | +| | | | customers may | | +| | | | receive | | +| | | | multiple | | +| | | | credits at | | +| | | | onset to bring | | +| | | | them current. | | +| | | | For example, | | +| | | | when validation | | +| | | | is confirmed, | | +| | | | if the customer | | +| | | | has had two or | | +| | | | three | | +| | | | installment | | +| | | | charges, she | | +| | | | will receive | | +| | | | two or three | | +| | | | credits on one | | +| | | | bill to resolve | | +| | | | the past | | +| | | | installment | | +| | | | charges.All | | +| | | | credits after | | +| | | | the initial | | +| | | | application are | | +| | | | individual | | +| | | | monthly credits | | +| | | | based on Max | | +| | | | Bill Credit | | +| | | | outlined | | +| | | | above.If the | | +| | | | discounted | | +| | | | phone is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill credit.If | | +| | | | customer | | +| | | | purchases more | | +| | | | expensive | | +| | | | devices or | | +| | | | higher memory | | +| | | | variants, they | | +| | | | will still only | | +| | | | receive max | | +| | | | bill credit | | +| | | | based on OEM | | +| | | | device purchase | | +| | | | .Account | | +| | | | documentation | | +| | | | will be added | | +| | | | at the back | | +| | | | end; sellers do | | +| | | | not need to | | +| | | | apply.¶ | | +| | | | Cancellations & | | +| | | | Suspensions ¶ | | +| | | | Voluntary | | +| | | | suspensions | | +| | | | will pause the | | +| | | | credit until | | +| | | | the customer’s | | +| | | | line becomes | | +| | | | active again.If | | +| | | | line is | | +| | | | cancelled, | | +| | | | credits will | | +| | | | cease; customer | | +| | | | is responsible | | +| | | | for the | | +| | | | remaining | | +| | | | balance of the | | +| | | | installment | | +| | | | plan in this | | +| | | | scenario.¶ | | +| | | | Exchanges & | | +| | | | Returns ¶ | | +| | | | Credits move to | | +| | | | the new device | | +| | | | when exchanged | | +| | | | for an eligible | | +| | | | phone.If | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | participates in | | +| | | | the promo (so | | +| | | | they don’t | | +| | | | receive their | | +| | | | Value upfront | | +| | | | and instead | | +| | | | qualify for | | +| | | | monthly | | +| | | | credits), but | | +| | | | they are within | | +| | | | their 30-day | | +| | | | period and want | | +| | | | to exchange to | | +| | | | a qualified | | +| | | | device = Promo | | +| | | | Monthly bill | | +| | | | credits | | +| | | | transferCredits | | +| | | | stop when | | +| | | | exchange is | | +| | | | made from an | | +| | | | eligible phone | | +| | | | to ineligible | | +| | | | phone/device.If | | +| | | | phone is | | +| | | | returned and | | +| | | | there is no | | +| | | | Next or EIP | | +| | | | installment on | | +| | | | the line, | | +| | | | customer will | | +| | | | not receive | | +| | | | credits.¶ | | +| | | | Price | | +| | | | Protection & | | +| | | | BRE Price | | +| | | | Protection¶ | | +| | | | All trade-ins | | +| | | | are final. | | +| | | | There is not a | | +| | | | price | | +| | | | protection | | +| | | | period for | | +| | | | trade-in | | +| | | | devices. Once | | +| | | | value has been | | +| | | | issued/given | | +| | | | for a trade-in | | +| | | | device where | | +| | | | credit has been | | +| | | | issued, it is | | +| | | | final. | | +| | | | Customers have | | +| | | | up to 30 days | | +| | | | to cancel their | | +| | | | smartphone | | +| | | | purchase. Acti | | +| | | | vations/Upgrade | | +| | | | s with a trade- | | +| | | | in that | | +| | | | occurred 30 | | +| | | | days prior to | | +| | | | offer start | | +| | | | date can | | +| | | | qualify to | | +| | | | receive the | | +| | | | offer on a | | +| | | | reactive basis. | | +| | | | Price | | +| | | | Protection | | +| | | | escalations | | +| | | | must be | | +| | | | submitted | | +| | | | within 60 days | | +| | | | of promo start | | +| | | | date. Activati | | +| | | | ons/Upgrades | | +| | | | that happen | | +| | | | after offer end | | +| | | | date (due to | | +| | | | port-in | | +| | | | failures, free | | +| | | | shipping | | +| | | | delays, and so | | +| | | | on) will be | | +| | | | honored | | +| | | | reactively. | | +| | | | Qualifying | | +| | | | purchases made | | +| | | | in the 30 days | | +| | | | before an offer | | +| | | | started can be | | +| | | | recognized by | | +| | | | submitting a | | +| | | | Price | | +| | | | Protection | | +| | | | escalation. | | +| | | | BRE for Trade- | | +| | | | In Device¶ ¶ | | +| | | | All trade-ins | | +| | | | are final (once | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | Contoso can’t give | | +| | | | back the traded | | +| | | | in phone). | | +| | | | There is not a | | +| | | | price | | +| | | | protection | | +| | | | period for the | | +| | | | trade-in | | +| | | | devices. Once | | +| | | | value has been | | +| | | | issued/given | | +| | | | for a trade-in | | +| | | | device where | | +| | | | credit has been | | +| | | | issued, it is | | +| | | | final. If | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | participates in | | +| | | | the promo (so | | +| | | | they don’t | | +| | | | receive their | | +| | | | Value upfront | | +| | | | and instead | | +| | | | qualify for | | +| | | | monthly | | +| | | | credits) but | | +| | | | they are within | | +| | | | their 30-day | | +| | | | period and want | | +| | | | to exchange to | | +| | | | a non-qualified | | +| | | | device, Contoso | | +| | | | will mail | | +| | | | customer their | | +| | | | value reward | | +| | | | card. If the | | +| | | | customer | | +| | | | returns & | | +| | | | cancels their | | +| | | | purchase, or if | | +| | | | their trade-in | | +| | | | does not meet | | +| | | | minimum value | | +| | | | after | | +| | | | inspection: ¶ | | +| | | | A one-time bill | | +| | | | credit for the | | +| | | | standard trade- | | +| | | | in value is | | +| | | | applied to the | | +| | | | customer's | | +| | | | account.Notes | | +| | | | will be added | | +| | | | to the account | | +| | | | with the | | +| | | | ineligible | | +| | | | reason.¶ BRE | | +| | | | for Purchase | | +| | | | Device¶ ¶ All | | +| | | | trade-ins are | | +| | | | final (once | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | Contoso can’t give | | +| | | | back the traded | | +| | | | in phone). | | +| | | | Protection and | | +| | | | BRE are not the | | +| | | | same. | | +| | | | Customers have | | +| | | | up to 30 days | | +| | | | after purchase | | +| | | | to return or | | +| | | | exchange | | +| | | | devices. | | +| | | | Trade-ins are | | +| | | | final; | | +| | | | escalations are | | +| | | | managed on a | | +| | | | case-by-case | | +| | | | basis under the | | +| | | | manager | | +| | | | discretion | | +| | | | rules. | | +| | | | Customers who | | +| | | | purchase | | +| | | | eligible | | +| | | | devices during | | +| | | | the active | | +| | | | offer dates who | | +| | | | then make | | +| | | | exchanges | | +| | | | within their | | +| | | | 30-day BRE are | | +| | | | still | | +| | | | recognized for | | +| | | | the offer, even | | +| | | | if the BRE | | +| | | | exchange occurs | | +| | | | after the offer | | +| | | | end date. (No | | +| | | | additional | | +| | | | action is | | +| | | | required from | | +| | | | the seller/repr | | +| | | | esentative) 30 | | +| | | | Days for CRU. | | +| | | | Exclusions¶ ¶ | | +| | | | CRU and | | +| | | | FirstNet Agency | | +| | | | Paid, Extended | | +| | | | Primary, | | +| | | | FirstNet | | +| | | | Subscriber will | | +| | | | NOT be subject | | +| | | | to Source: | | ++----+----------------+----------------+------------------+--------------+ +| 11 | Where is my | To | Content: What I | 1 | +| | discount? | troubleshoot | Need to Know | | +| | | the issue | For an detailed | | +| | | with your | description of | | +| | | discount, we | National | | +| | | need to | Account | | +| | | follow a set | Discounts and | | +| | | of | other discounts | | +| | | procedures. | see ACT Credit, | | +| | | Can you | MRC Modifier, | | +| | | please | National | | +| | | provide more | Account Credit, | | +| | | information | and National | | +| | | about your | Account | | +| | | account and | Discount Troubl | | +| | | the specific | eshooting. Do | | +| | | discount you | not use this | | +| | | are | policy for | | +| | | referring | missing | | +| | | to? | equipment | | +| | | | promotions | | +| | | | (such as BOGO) | | +| | | | or Mobile Share | | +| | | | subscriber | | +| | | | credits. Refer | | +| | | | to the | | +| | | | appropriate | | +| | | | policy for your | | +| | | | workgroup. | | +| | | | Links not | | +| | | | available? Some | | +| | | | articles are | | +| | | | restricted to | | +| | | | specific | | +| | | | profiles. | | +| | | | Procedures 1 | | +| | | | Confirm the | | +| | | | correct FAN was | | +| | | | attached during | | +| | | | the bill cycle | | +| | | | in question. | | +| | | | If Then | | +| | | | Correct FAN | | +| | | | attached | | +| | | | Continue to the | | +| | | | next step. | | +| | | | Incorrect FAN | | +| | | | attached | | +| | | | Tell the | | +| | | | customer that | | +| | | | the FAN | | +| | | | attachment must | | +| | | | be corrected to | | +| | | | reinstate the | | +| | | | customer's | | +| | | | discount. | | +| | | | Submit an | | +| | | | Attachment | | +| | | | Error or | | +| | | | Enrollment | | +| | | | request: | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | Sponsorship | | +| | | | Enrollments: | | +| | | | Adding a FAN | | +| | | | ToBR and CRU | | +| | | | Enrollment | | +| | | | Authorizations | | +| | | | Do not offer | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | If an Contoso | | +| | | | error caused | | +| | | | the issue, | | +| | | | apply an | | +| | | | adjustment. | | +| | | | No FAN attached | | +| | | | Tell the | | +| | | | customer that | | +| | | | the account was | | +| | | | not attached to | | +| | | | a FAN during | | +| | | | the billing | | +| | | | period and was | | +| | | | not eligible | | +| | | | for the | | +| | | | discount. If | | +| | | | the account was | | +| | | | attached to a | | +| | | | FAN after the | | +| | | | billing period, | | +| | | | assist the | | +| | | | customer in | | +| | | | understanding | | +| | | | the eligibility | | +| | | | requirements. | | +| | | | Assist the | | +| | | | customer with | | +| | | | rate | | +| | | | plan/feature | | +| | | | changes needed | | +| | | | to qualify for | | +| | | | the credit. | | +| | | | If the account | | +| | | | is not attached | | +| | | | to a FAN, | | +| | | | assist the | | +| | | | customer with | | +| | | | the enrollment | | +| | | | process. | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | Sponsorship | | +| | | | Enrollments: | | +| | | | Adding a FAN | | +| | | | Do not offer | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | If an Contoso | | +| | | | error caused | | +| | | | the issue, | | +| | | | apply an | | +| | | | adjustment. | | +| | | | 2 Determine | | +| | | | the discount | | +| | | | disbursement | | +| | | | method listed | | +| | | | in FaST and | | +| | | | ensure the | | +| | | | customer is | | +| | | | looking for the | | +| | | | discount in the | | +| | | | area | | +| | | | appropriate for | | +| | | | their | | +| | | | distribution | | +| | | | method. The | | +| | | | disbursement | | +| | | | method can be | | +| | | | determined by | | +| | | | the Disc | | +| | | | Disbursement | | +| | | | Method field. | | +| | | | If Method Is | | +| | | | Then Check | | +| | | | The customer is | | +| | | | sent a monthly | | +| | | | check for the | | +| | | | discount to be | | +| | | | paid. This is | | +| | | | aggregated at | | +| | | | the FAN level. | | +| | | | If the customer | | +| | | | still has | | +| | | | concerns even | | +| | | | though they are | | +| | | | aware that the | | +| | | | discount does | | +| | | | not appear on | | +| | | | the bill, | | +| | | | continue to | | +| | | | Step 4. | | +| | | | Consolidated | | +| | | | Credit | | +| | | | Credit is | | +| | | | posted in BEST | | +| | | | at the FAN | | +| | | | level. Only | | +| | | | provision | | +| | | | Billing FANs | | +| | | | with this | | +| | | | discount | | +| | | | distribution | | +| | | | method. | | +| | | | Customers see | | +| | | | this credit in | | +| | | | eBill | | +| | | | approximately | | +| | | | 30 to 60 days | | +| | | | behind their | | +| | | | current | | +| | | | consolidated | | +| | | | bill cycle | | +| | | | listed as NBS | | +| | | | Consolidated | | +| | | | Discount in the | | +| | | | NBS Corporate | | +| | | | Charges & | | +| | | | Credits | | +| | | | category around | | +| | | | the 5th of | | +| | | | every month. | | +| | | | Ensure the | | +| | | | customer is | | +| | | | looking for the | | +| | | | discount in the | | +| | | | correct section | | +| | | | of eBill.  | | +| | | | If they are, | | +| | | | continue to | | +| | | | Step 4. If | | +| | | | they are not, | | +| | | | walk the | | +| | | | customer | | +| | | | through | | +| | | | locating the | | +| | | | discount. | | +| | | | End-User Credit | | +| | | | Review the | | +| | | | monthly charges | | +| | | | with the | | +| | | | customer. | | +| | | | Individual | | +| | | | Subscribers - | | +| | | | The discount is | | +| | | | listed at the | | +| | | | CTN level in | | +| | | | the invoice for | | +| | | | each CTN under | | +| | | | Monthly | | +| | | | Charges. Group | | +| | | | level - The | | +| | | | discount is | | +| | | | listed at the | | +| | | | Primary CTN | | +| | | | level in the | | +| | | | invoice under | | +| | | | Monthly | | +| | | | Charges. If the | | +| | | | customer has | | +| | | | other | | +| | | | qualifying | | +| | | | charges for | | +| | | | secondary CTNs, | | +| | | | they receive | | +| | | | the FAN | | +| | | | discount credit | | +| | | | for those | | +| | | | charges, but | | +| | | | not the rate | | +| | | | plan. MyContoso | | +| | | | Zone Users - | | +| | | | Restricted | | +| | | | Telegence users | | +| | | | can verify the | | +| | | | National | | +| | | | Account | | +| | | | Discount using | | +| | | | the customer's | | +| | | | current bill in | | +| | | | myContoso Zone. | | +| | | | Ensure the | | +| | | | customer is | | +| | | | looking for the | | +| | | | discount in the | | +| | | | correct section | | +| | | | of the bill. | | +| | | | If they are, | | +| | | | continue to the | | +| | | | next step. If | | +| | | | they are not, | | +| | | | walk the | | +| | | | customer | | +| | | | through | | +| | | | locating the | | +| | | | discount. | | +| | | | 3 Is the | | +| | | | National | | +| | | | Account | | +| | | | Discount | | +| | | | missing or | | +| | | | incorrect? | | +| | | | If Discount Is | | +| | | | Then | | +| | | | Missing | | +| | | | Continue to the | | +| | | | next step. | | +| | | | Incorrect | | +| | | | Ensure the | | +| | | | customer is | | +| | | | calculating the | | +| | | | discount | | +| | | | correctly. | | +| | | | Discount | | +| | | | amounts can be | | +| | | | calculated by | | +| | | | multiplying the | | +| | | | discount | | +| | | | percentage by | | +| | | | the qualified | | +| | | | charges. Order | | +| | | | of Charges when | | +| | | | calculating | | +| | | | discounts | | +| | | | Source: | | +| | | | Content: &T's | | +| | | | customers is | | +| | | | important; do | | +| | | | not review | | +| | | | another | | +| | | | customer's | | +| | | | account with | | +| | | | the caller.¶ | | +| | | | Explain that no | | +| | | | current special | | +| | | | incentives are | | +| | | | available for | | +| | | | this | | +| | | | account.Offer | | +| | | | to review other | | +| | | | equipment | | +| | | | choices at | | +| | | | different | | +| | | | prices.¶ My | | +| | | | phone is damage | | +| | | | d/lost/stolen | | +| | | | and I do not | | +| | | | have Device | | +| | | | Protection, so | | +| | | | how can I | | +| | | | qualify for a | | +| | | | discounted | | +| | | | phone?¶ Offer | | +| | | | to order a new | | +| | | | phone at full | | +| | | | retail price | | +| | | | (no | | +| | | | contract/no-com | | +| | | | mitment).Review | | +| | | | available | | +| | | | equipment and | | +| | | | pricing.¶ ¶ | | +| | | | Why can a new | | +| | | | customer get | | +| | | | the phone at a | | +| | | | discounted | | +| | | | price of [XYZ] | | +| | | | dollars; I have | | +| | | | been with you | | +| | | | for five years | | +| | | | and I have to | | +| | | | pay this higher | | +| | | | amount? That | | +| | | | does not make | | +| | | | sense.I see in | | +| | | | the paper that | | +| | | | the phone is | | +| | | | offered at a | | +| | | | much lower | | +| | | | price. Why can | | +| | | | I not get that | | +| | | | price?¶ ¶ | | +| | | | Explain that | | +| | | | most wireless | | +| | | | companies offer | | +| | | | new customers | | +| | | | incentives to | | +| | | | sign a contract | | +| | | | for new | | +| | | | service.Review | | +| | | | the current | | +| | | | benefits and | | +| | | | promotions on | | +| | | | the customer's | | +| | | | account that | | +| | | | are resulting | | +| | | | in cost | | +| | | | savings.Review | | +| | | | past invoices | | +| | | | to point out | | +| | | | the amount of | | +| | | | savings the | | +| | | | customer is | | +| | | | receiving.¶ | | +| | | | Use the | | +| | | | following | | +| | | | template when | | +| | | | notating the | | +| | | | account:¶ ¶ | | +| | | | Secured Offer - | | +| | | | Educated | | +| | | | customer that | | +| | | | they were | | +| | | | upgraded early | | +| | | | and received | | +| | | | discounted | | +| | | | pricing of | | +| | | | $[xx.xx] as an | | +| | | | exception. | | +| | | | Educated | | +| | | | customer that | | +| | | | upgrade fee | | +| | | | applies. | | +| | | | Confirmed | | +| | | | customer | | +| | | | acceptance of | | +| | | | the upgrade fee | | +| | | | and overall | | +| | | | savings.¶ ¶ ¶ | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: : | | +| | | | FAN-based | | +| | | | discounts are | | +| | | | calculated | | +| | | | after any MRC | | +| | | | Modifiers have | | +| | | | been | | +| | | | subtracted. | | +| | | | Telegence | | +| | | | applies | | +| | | | discounts in | | +| | | | descending | | +| | | | order of | | +| | | | monetary | | +| | | | amounts | | +| | | | (highest | | +| | | | amounts are | | +| | | | calculated | | +| | | | first). | | +| | | | Taxes and fees | | +| | | | are not | | +| | | | discountable. | | +| | | | If the discount | | +| | | | is being | | +| | | | calculated | | +| | | | correctly but | | +| | | | the customer | | +| | | | still has | | +| | | | concerns, | | +| | | | continue to the | | +| | | | next step. | | +| | | | 4 Determine | | +| | | | if the rate | | +| | | | plan eligible | | +| | | | for | | +| | | | discounting. | | +| | | | Plan Is Then | | +| | | | Eligible | | +| | | | Continue to | | +| | | | Step 6. | | +| | | | Not Eligible | | +| | | | The customer is | | +| | | | on a rate plan | | +| | | | that does not | | +| | | | support | | +| | | | National | | +| | | | Account | | +| | | | Discounts To | | +| | | | qualify for | | +| | | | discounts for | | +| | | | this line, the | | +| | | | customer must | | +| | | | change their | | +| | | | rate plan. | | +| | | | Since the | | +| | | | customer was | | +| | | | not eligible | | +| | | | for the | | +| | | | discounts, | | +| | | | credits are not | | +| | | | appropriate for | | +| | | | this scenario. | | +| | | | Heads Up: A | | +| | | | limited number | | +| | | | of contract | | +| | | | types allow for | | +| | | | discounts on | | +| | | | BusinessTalk | | +| | | | and | | +| | | | grandfathered | | +| | | | FamilyTalk | | +| | | | plans. If the | | +| | | | customer has | | +| | | | other | | +| | | | qualifying | | +| | | | charges for the | | +| | | | CTN, they will | | +| | | | receive the FAN | | +| | | | discount credit | | +| | | | for those | | +| | | | charges, but | | +| | | | not for the | | +| | | | rate plan | | +| | | | except in the | | +| | | | case of Unity | | +| | | | plans. To | | +| | | | continue | | +| | | | troubleshooting | | +| | | | feature | | +| | | | discounts or | | +| | | | FamilyTalk, | | +| | | | continue to | | +| | | | Step 6. | | +| | | | 5 Is the rate | | +| | | | plan on their | | +| | | | previous bill a | | +| | | | Unity plan or | | +| | | | their current | | +| | | | plan one of the | | +| | | | following? | | +| | | | BusinessTalk | | +| | | | FamilyTalk Zod | | +| | | | iac/Dobson/Trit | | +| | | | on/Alltell | | +| | | | Mobile Share | | +| | | | 300 MB with | | +| | | | Unlimited Talk | | +| | | | and Text (SOC | | +| | | | SDG300MBS) | | +| | | | Senior Nation | | +| | | | 200 | | +| | | | Unlimited plans | | +| | | | Unity | | +| | | | If Then | | +| | | | No Continue to | | +| | | | Step 7. | | +| | | | Yes The | | +| | | | customer is on | | +| | | | a rate plan | | +| | | | that does not | | +| | | | support | | +| | | | National | | +| | | | Account | | +| | | | Discounts. To | | +| | | | qualify for | | +| | | | discounts for | | +| | | | this line, the | | +| | | | customer must | | +| | | | change their  | | +| | | | plan. Since | | +| | | | the customer | | +| | | | was not | | +| | | | eligible for | | +| | | | the discounts, | | +| | | | credits are not | | +| | | | appropriate. A | | +| | | | limited number | | +| | | | of contract | | +| | | | types allow for | | +| | | | discounts on | | +| | | | BusinessTalk | | +| | | | and | | +| | | | grandfathered | | +| | | | FamilyTalk | | +| | | | plans. If the | | +| | | | customer has | | +| | | | other | | +| | | | qualifying | | +| | | | charges for the | | +| | | | CTN, they will | | +| | | | receive the FAN | | +| | | | discount credit | | +| | | | for those | | +| | | | charges, but | | +| | | | not for the | | +| | | | rate plan | | +| | | | except in the | | +| | | | case of Unity | | +| | | | plans. | | +| | | | Unity plans | | +| | | | make the line | | +| | | | ineligible for | | +| | | | all rate plan | | +| | | | and feature | | +| | | | discounts. | | +| | | | To continue tro | | +| | | | ubleshooting, | | +| | | | continue to | | +| | | | Step 7. | | +| | | | 6 Was the | | +| | | | customer on a | | +| | | | Unity Plan | | +| | | | during the | | +| | | | previous bill | | +| | | | cycle? | | +| | | | If Then | | +| | | | No Continue to | | +| | | | the next step. | | +| | | | Yes | | +| | | | Discounts are | | +| | | | delayed by 1 | | +| | | | billing cycle | | +| | | | when moving off | | +| | | | a Unity plan. | | +| | | | Inform the | | +| | | | customer that | | +| | | | they will see | | +| | | | their discount | | +| | | | on the next | | +| | | | bill. Unity | | +| | | | plans make the | | +| | | | line ineligible | | +| | | | for all rate | | +| | | | plan and | | +| | | | feature | | +| | | | discounts. | | +| | | | Since the | | +| | | | customer was | | +| | | | not eligible | | +| | | | for the | | +| | | | discount, | | +| | | | credits are not | | +| | | | appropriate for | | +| | | | this scenario. | | +| | | | 7 What was | | +| | | | the line's | | +| | | | status at the | | +| | | | end of the bill | | +| | | | cycle? | | +| | | | Determine the | | +| | | | line's status | | +| | | | for the date of | | +| | | | the bill cycle | | +| | | | using the | | +| | | | Subscriber | | +| | | | History | | +| | | | Function in | | +| | | | Telegence. | | +| | | | Users without | | +| | | | Telegence | | +| | | | access use | | +| | | | 3TWA. | | +| | | | If Status Is | | +| | | | Then | | +| | | | Active | | +| | | | Continue to the | | +| | | | next step. | | +| | | | Cancelled or | | +| | | | Suspended | | +| | | | Let the | | +| | | | customer know | | +| | | | lines that are | | +| | | | cancelled or | | +| | | | suspended at | | +| | | | the end of the | | +| | | | bill cycle are | | +| | | | not eligible | | +| | | | for National | | +| | | | Account | | +| | | | Discounts. The | | +| | | | line must be | | +| | | | active at the | | +| | | | close of the | | +| | | | bill cycle to | | +| | | | qualify. | | +| | | | Assist the | | +| | | | customer with | | +| | | | re-activating | | +| | | | the account, if | | +| | | | necessary. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | 8 Has the line | | +| | | | been | | +| | | | provisioned | | +| | | | with the | | +| | | | Original iPhone | | +| | | | Data Plan? | | +| | | | The customer's | | +| | | | discount | | +| | | | eligibility is | | +| | | | influenced by | | +| | | | current and | | +| | | | previous data | | +| | | | plans. If the | | +| | | | customer | | +| | | | currently has | | +| | | | Source: | | +| | | | Content: Then | | +| | | | No Continue to | | +| | | | Step 14. | | +| | | | Yes Ensure | | +| | | | the customer is | | +| | | | aware of | | +| | | | special offers. | | +| | | | Ensure that the | | +| | | | customer is | | +| | | | familiar with | | +| | | | the special | | +| | | | requirements | | +| | | | built into | | +| | | | their | | +| | | | discounting | | +| | | | offer | | +| | | | WBAWhat is the | | +| | | | MRC for the | | +| | | | customer's rate | | +| | | | plan or data | | +| | | | feature that is | | +| | | | not receiving | | +| | | | the discount? | | +| | | | $40 + Continue | | +| | | | to Step 13. | | +| | | | $0-$39.99 | | +| | | | Advise the | | +| | | | customer that | | +| | | | rate plans and | | +| | | | date features | | +| | | | that are less | | +| | | | than $40 are | | +| | | | not eligible to | | +| | | | receive the WBA | | +| | | | discount. | | +| | | | Review the | | +| | | | Offer Elements | | +| | | | and assist the | | +| | | | customer in | | +| | | | understanding | | +| | | | the conditions | | +| | | | that must be | | +| | | | met to qualify | | +| | | | for future | | +| | | | credits. | | +| | | | Assist the | | +| | | | customer with | | +| | | | any rate | | +| | | | plan/feature | | +| | | | changes needed | | +| | | | to qualify for | | +| | | | the National | | +| | | | Account | | +| | | | Discount. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | OtherContinue | | +| | | | to Step 14. | | +| | | | 12 Did the | | +| | | | customer meet | | +| | | | the minimum | | +| | | | line | | +| | | | requirement? | | +| | | | AMB/CBE/ISBS | | +| | | | agreement types | | +| | | | receive their | | +| | | | National | | +| | | | Account | | +| | | | Discount for a | | +| | | | 60-day grace | | +| | | | period | | +| | | | regardless of | | +| | | | the number of | | +| | | | lines attached | | +| | | | to the | | +| | | | agreement. | | +| | | | After the grace | | +| | | | period, AMB, | | +| | | | CBE and ISBS | | +| | | | agreement types | | +| | | | require a | | +| | | | minimum line | | +| | | | commitment | | +| | | | before being | | +| | | | eligible for | | +| | | | discounts. If | | +| | | | this | | +| | | | requirement is | | +| | | | not met, the | | +| | | | discount is | | +| | | | automatically | | +| | | | revoked: | | +| | | | All FANs under | | +| | | | the agreement | | +| | | | contribute to | | +| | | | this minimum | | +| | | | line | | +| | | | requirement. | | +| | | | The line count | | +| | | | is taken from | | +| | | | the number of | | +| | | | lines that were | | +| | | | billed during | | +| | | | the previous | | +| | | | month. Lines | | +| | | | that are | | +| | | | suspended or | | +| | | | cancelled do | | +| | | | not count | | +| | | | towards the | | +| | | | minimum line | | +| | | | commitment. | | +| | | | AMB/CBE/ISBS | | +| | | | accounts must | | +| | | | have at least 5 | | +| | | | lines, with one | | +| | | | of those as a | | +| | | | CRU line. | | +| | | | Any change in | | +| | | | the discount | | +| | | | provided may be | | +| | | | delayed by up | | +| | | | to 2 billing | | +| | | | cycles: | | +| | | | Removing the | | +| | | | discount may be | | +| | | | delayed 2 bill | | +| | | | cycles after | | +| | | | the first bill | | +| | | | that does not | | +| | | | meet the | | +| | | | requirements. | | +| | | | Re-adding the | | +| | | | discount may be | | +| | | | delayed 2 bill | | +| | | | cycles after | | +| | | | the first bill | | +| | | | that does meet | | +| | | | the | | +| | | | requirements. | | +| | | | If Then | | +| | | | Yes Continue | | +| | | | to Step 14. | | +| | | | No Advise the | | +| | | | customer: | | +| | | | Without the | | +| | | | appropriate | | +| | | | number of | | +| | | | lines, the FAN | | +| | | | does not | | +| | | | qualify for | | +| | | | discounts. If | | +| | | | additional | | +| | | | lines are added | | +| | | | to fulfill the | | +| | | | commitment, the | | +| | | | discount is re- | | +| | | | enabled. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | 13 Did the | | +| | | | customer meet | | +| | | | the minimum | | +| | | | line | | +| | | | requirement? | | +| | | | WBA agreement | | +| | | | types require a | | +| | | | minimum line | | +| | | | commitment | | +| | | | before being | | +| | | | eligible for | | +| | | | discounts. If | | +| | | | this | | +| | | | requirement is | | +| | | | not met, the | | +| | | | discount is | | +| | | | automatically | | +| | | | revoked. All | | +| | | | FANs under the | | +| | | | agreement | | +| | | | contribute to | | +| | | | this minimum | | +| | | | line | | +| | | | requirement. | | +| | | | The line count | | +| | | | is taken from | | +| | | | the number of | | +| | | | lines that were | | +| | | | billed during | | +| | | | the previous | | +| | | | month. The | | +| | | | change in the | | +| | | | discount | | +| | | | provided may be | | +| | | | delayed by up | | +| | | | to 2 billing | | +| | | | cycles after | | +| | | | the first bill | | +| | | | that met/did | | +| | | | not meet the | | +| | | | requirements. | | +| | | | Lines that are | | +| | | | suspended or | | +| | | | cancelled do | | +| | | | not count | | +| | | | towards the | | +| | | | minimum line | | +| | | | commitment. | | +| | | | WBA agreements | | +| | | | have 3 tiers: | | +| | | | Tier 1: 3-4 | | +| | | | CRUs (or at | | +| | | | least 1 Contoso | | +| | | | Signature | | +| | | | Program with a | | +| | | | minimum of 3 | | +| | | | lines); no | | +| | | | monthly | | +| | | | discount and no | | +| | | | promo Tier 2: | | +| | | | 5-14 users | | +| | | | (with at least | | +| | | | 5 CRUs); Promo: | | +| | | | WBA 5% Tier 3: | | +| | | | 15+ users (with | | +| | | | at least 5 | | +| | | | CRUs); Promo: | | +| | | | WBA 7% | | +| | | | If Then | | +| | | | Yes - Non-Famil | | +| | | | yTalk/Group | | +| | | | plan Continue | | +| | | | to the next | | +| | | | step. Yes | | +| | | | - FamilyTalk/Gr | | +| | | | oup plan | | +| | | | Advise the | | +| | | | customer that | | +| | | | FamilyTalk and | | +| | | | other group | | +| | | | level plans are | | +| | | | not eligible to | | +| | | | receive the WBA | | +| | | | National | | +| | | | Account | | +| | | | Discount. | | +| | | | Review the | | +| | | | Offer Elements | | +| | | | and assist the | | +| | | | customer in | | +| | | | understanding | | +| | | | the conditions | | +| | | | that must be | | +| | | | met to qualify | | +| | | | for future | | +| | | | credits. | | +| | | | Assist the | | +| | | | customer with | | +| | | | any rate | | +| | | | plan/feature | | +| | | | changes needed | | +| | | | to qualify for | | +| | | | the National | | +| | | | Account | | +| | | | Discount. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid charges | | +| | | | No Advise the | | +| | | | customer: | | +| | | | Without the | | +| | | | appropriate | | +| | | | number of | | +| | | | lines, the FAN | | +| | | | does not | | +| | | | qualify for | | +| | | | discounts. If | | +| | | | additional | | +| | | | lines are added | | +| | | | to fulfill the | | +| | | | commitment, the | | +| | | | discount is re- | | +| | | | enabled. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid Source: | | +| | | | Content: | | +| | | | LLFSWHPB | | +| | | | Access for | | +| | | | Wireless Home | | +| | | | Phone | | +| | | | LLFSWHPZB | | +| | | | Access for | | +| | | | Wireless Home | | +| | | | Phone zero | | +| | | | phones | | +| | | | CONNCAR | | +| | | | Connected Car | | +| | | | LLFSSPKB | | +| | | | Access for | | +| | | | HARMAN Spark | | +| | | | LLFSGMB Access | | +| | | | for GM | | +| | | | Connected Car | | +| | | | for Business | | +| | | | Additional SOCs | | +| | | | SOC | | +| | | | Description | | +| | | | ABPLLP10B $10 | | +| | | | ABP for all | | +| | | | tiers (flat | | +| | | | discount) | | +| | | | LLBSDF25B $25 | | +| | | | SDF Next | | +| | | | discount off | | +| | | | all tiers (flat | | +| | | | discount) | | +| | | | LLSDF25BB $25 | | +| | | | SDF discount | | +| | | | off all basic | | +| | | | phones (flat | | +| | | | discount) | | +| | | | LLGUNLB | | +| | | | Business | | +| | | | Unlimited Mix | | +| | | | and Match | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 12 | How do I | To remove a | Content: Add | 0 | +| | remove a | feature from | Bolt-On Data or | | +| | feature from | a group | Feature | | | +| | a group | level, | Remove Feature | | +| | level? | follow these | at a Group | | +| | | steps: 1. | Level | Add a | | +| | | From the BAN | Standalone Data | | +| | | folder, | Plan What I | | +| | | select the | Need to Know | | +| | | Actions | Before starting | | +| | | drop-down > | the process of | | +| | | Group level | changing or | | +| | | services. 2. | adding data | | +| | | If more than | plans or | | +| | | one group | features, | | +| | | appears, | confirm which | | +| | | select the | devices the | | +| | | group that | customer plans | | +| | | contains the | to use and | | +| | | modifying | suggest the | | +| | | numbers. 3. | data plan most | | +| | | Remove the | compatible with | | +| | | necessary | their usage and | | +| | | PPU features | equipment. | | +| | | that the | Data packages | | +| | | data package | are add-on | | +| | | plan would | features for | | +| | | replace from | handset | | +| | | the | browsing. These | | +| | | Additional | cannot be used | | +| | | Services | on smartphones | | +| | | section. 4. | (includes | | +| | | To remove, | BlackBerry and | | +| | | highlight | iPhone) or | | +| | | the feature | laptop cards. | | +| | | and click | Add Bolt-On | | +| | | Delete. 5. | Data Plan or | | +| | | To select | Feature to | | +| | | more than | Single Line | | +| | | one feature, | From the BAN | | +| | | hold the | folder, click | | +| | | shift key on | the Agreement | | +| | | the keyboard | tab. If | | +| | | while | upgrading from | | +| | | selecting | one data plan | | +| | | the desired | to another, | | +| | | feature(s). | proceed to step | | +| | | 6. Remove or | 4. From the | | +| | | expire | Agreement tab, | | +| | | features by | remove all | | +| | | entering the | existing PPU | | +| | | date in the | features that | | +| | | Expire field | the data | | +| | | and click | package plan | | +| | | Save. 7. | replaces. To | | +| | | Click OK to | remove, | | +| | | save and | highlight the | | +| | | close the | feature and | | +| | | group level | click Delete. | | +| | | services | To select more | | +| | | panel. Let | than one | | +| | | me know if | feature, hold | | +| | | you have any | the Shift key | | +| | | other | on the keyboard | | +| | | questions. | while selecting | | +| | | | the desired | | +| | | | feature(s). | | +| | | | Remove/expire | | +| | | | features by | | +| | | | entering the | | +| | | | date in the | | +| | | | Expire field | | +| | | | and clicking | | +| | | | Save. On the | | +| | | | Options | | +| | | | toolbar, click | | +| | | | Save. From the | | +| | | | Agreement tab: | | +| | | | Click List to | | +| | | | open the | | +| | | | Services List | | +| | | | window. Select | | +| | | | the added | | +| | | | feature and | | +| | | | click OK. | | +| | | | Review the Rate | | +| | | | Plan details to | | +| | | | ensure you are | | +| | | | adding the | | +| | | | correct plan | | +| | | | code. | | +| | | | Eligibility for | | +| | | | international | | +| | | | roaming data | | +| | | | plans are the | | +| | | | same as any | | +| | | | international | | +| | | | roaming voice | | +| | | | feature. To | | +| | | | ensure proper | | +| | | | compensation, | | +| | | | in the Comp | | +| | | | field, enter | | +| | | | the comp code | | +| | | | of the | | +| | | | individual who | | +| | | | made the sale. | | +| | | | BMC: Use comp | | +| | | | code BMGCA. | | +| | | | BME: See | | +| | | | Commission | | +| | | | Codes - BCSS | | +| | | | In the | | +| | | | Effective | | +| | | | field, enter | | +| | | | the effective | | +| | | | date. If | | +| | | | changing a link | | +| | | | feature and the | | +| | | | error message, | | +| | | | Group-level | | +| | | | Shared SOCs | | +| | | | cannot be | | +| | | | deleted appears | | +| | | | while | | +| | | | attempting to | | +| | | | remove PPU | | +| | | | features, | | +| | | | remove the | | +| | | | features at the | | +| | | | group level | | +| | | | before | | +| | | | attempting | | +| | | | provisioning. | | +| | | | On the Options | | +| | | | toolbar, click | | +| | | | Save. Remove | | +| | | | Features at | | +| | | | Group Level | | +| | | | From the BAN | | +| | | | folder, select | | +| | | | the Actions | | +| | | | drop-down > | | +| | | | Group level | | +| | | | services. From | | +| | | | the Group level | | +| | | | services panel, | | +| | | | if more than | | +| | | | one group | | +| | | | appears, select | | +| | | | the group that | | +| | | | contains the | | +| | | | modifying | | +| | | | numbers. | | +| | | | Remove the | | +| | | | necessary PPU | | +| | | | features that | | +| | | | the data | | +| | | | package plan | | +| | | | would replace | | +| | | | from the | | +| | | | Additional | | +| | | | Services | | +| | | | section. To | | +| | | | remove, | | +| | | | highlight the | | +| | | | feature and | | +| | | | click Delete. | | +| | | | To select more | | +| | | | than one | | +| | | | feature, hold | | +| | | | the shift key | | +| | | | on the keyboard | | +| | | | while selecting | | +| | | | the desired | | +| | | | feature(s). | | +| | | | Remove or | | +| | | | expire features | | +| | | | by entering the | | +| | | | date in the | | +| | | | Expire field | | +| | | | and click Save. | | +| | | | Click OK to | | +| | | | save and close | | +| | | | the group level | | +| | | | services panel. | | +| | | | Once you remove | | +| | | | the group level | | +| | | | features, | | +| | | | provision each | | +| | | | line of service | | +| | | | with the | | +| | | | appropriate | | +| | | | data package or | | +| | | | PPU features by | | +| | | | adding data | | +| | | | features to a | | +| | | | single line of | | +| | | | service. | | +| | | | Failure to | | +| | | | provision each | | +| | | | line with the | | +| | | | corresponding | | +| | | | data features | | +| | | | results in | | +| | | | billing errors | | +| | | | or data service | | +| | | | disruptions.Whe | | +| | | | n changing or | | +| | | | upgrading data | | +| | | | features, | | +| | | | ensure the | | +| | | | current feature | | +| | | | expiration date | | +| | | | and the new | | +| | | | feature | | +| | | | effective date | | +| | | | do not | | +| | | | overlapExample: | | +| | | | Pay Per | | +| | | | SMS/WXP1/MMS | | +| | | | May 14, 2020 | | +| | | | Packaged | | +| | | | SMS/WXP1/MMS | | +| | | | May 15, 2020 | | +| | | | Pay Per WXP1 | | +| | | | May 14, 2020 S | | +| | | | martphone/Black | | +| | | | Berry/iPhone | | +| | | | plan May 15, | | +| | | | 2020 Add | | +| | | | Standalone Data | | +| | | | Plan to Single | | +| | | | Line From the | | +| | | | BAN folder, | | +| | | | click the | | +| | | | Agreement tab. | | +| | | | Double-click | | +| | | | the PP field in | | +| | | | the Price Plan | | +| | | | section to | | +| | | | display the | | +| | | | Change Price | | +| | | | Plan window. | | +| | | | If the service | | +| | | | is currently | | +| | | | part of a group | | +| | | | voice plan, TLG | | +| | | | displays the | | +| | | | following | | +| | | | warning: | | +| | | | Subscriber will | | +| | | | be removed from | | +| | | | its group if PP | | +| | | | is changed. | | +| | | | Click Yes to | | +| | | | continue to the | | +| | | | Change Price | | +| | | | Plan window. | | +| | | | In the New | | +| | | | section, | | +| | | | double-click | | +| | | | the Price Plan. | | +| | | | The Price Plan | | +| | | | List window | | +| | | | displays. | | +| | | | Select the new | | +| | | | price plan from | | +| | | | the list. Be | | +| | | | aware the list | | +| | | | displays both | | +| | | | voice and data | | +| | | | plans. Review | | +| | | | the rate plan | | +| | | | details to | | +| | | | ensure to add | | +| | | | the correct | | +| | | | data price plan | | +| | | | code. | | +| | | | Eligibility for | | +| | | | international | | +| | | | roaming data | | +| | | | plans is the | | +| | | | same as for any | | +| | | | international | | +| | | | roaming voice | | +| | | | features. From | | +| | | | the Terms drop- | | +| | | | down, select | | +| | | | the applicable | | +| | | | contract term | | +| | | | and click OK. | | +| | | | In the | | +| | | | Effective | | +| | | | field, enter | | +| | | | the effective | | +| | | | date. Confirm | | +| | | | the effective | | +| | | | date of the | | +| | | | data plan | | +| | | | change with the | | +| | | | customer. Set | | +| | | | the proper | | +| | | | expectations. | | +| | | | Click OK > Yes | | +| | | | to complete the | | +| | | | process. | | +| | | | Source: | | +| | | | Content: aming | | +| | | | Feature, then | | +| | | | upgrade them to | | +| | | | a rate plan | | +| | | | that includes | | +| | | | messaging in | | +| | | | the billed | | +| | | | country.Or, add | | +| | | | the NIRM SOC to | | +| | | | prevent future | | +| | | | roaming | | +| | | | charges.¶ ¶ ¶ | | +| | | | Source: | | +| | | | Content: | | +| | | | Procedures | | | +| | | | Reasons for | | +| | | | Plan Removal | | | +| | | | Select a | | +| | | | Current | | +| | | | Smartphone Data | | +| | | | Plan (Tiered | | +| | | | Data) | | | +| | | | Valid/Invalid | | +| | | | Reasons | | | +| | | | Escalations | | | +| | | | FAQ Use the | | +| | | | following | | +| | | | guidelines when | | +| | | | assisting | | +| | | | customers with | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans to help | | +| | | | determine if | | +| | | | eligible for an | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan and which | | +| | | | plan is right | | +| | | | for your | | +| | | | customer. | | +| | | | Definitions | | +| | | | Term | | +| | | | Definition | | +| | | | Grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan Unlimited | | +| | | | plans were | | +| | | | grandfathered | | +| | | | and renamed as | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans. | | +| | | | Systems were | | +| | | | updated to | | +| | | | allow | | +| | | | smartphone | | +| | | | customers who | | +| | | | were currently | | +| | | | provisioned on | | +| | | | one of these | | +| | | | plans to keep | | +| | | | an unlimited | | +| | | | plan as long as | | +| | | | they had a | | +| | | | smartphone (any | | +| | | | type of | | +| | | | smartphone) | | +| | | | active on the | | +| | | | CTN. Only | | +| | | | available to | | +| | | | smartphone | | +| | | | customers who | | +| | | | have had a | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan previously | | +| | | | on their line | | +| | | | of service and | | +| | | | qualify to | | +| | | | retain a | | +| | | | smartphone | | +| | | | unlimited data | | +| | | | plan. May not | | +| | | | be sold to new | | +| | | | customers or | | +| | | | customers who | | +| | | | have not | | +| | | | previously had | | +| | | | a grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan. 4G SOCs | | +| | | | begin with | | +| | | | "HS". Only | | +| | | | those | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans that the | | +| | | | customer is | | +| | | | eligible for | | +| | | | are viewable in | | +| | | | the billing | | +| | | | system. Custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan Custom | | +| | | | version of the | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans for | | +| | | | customers with | | +| | | | a custom | | +| | | | agreement. | | +| | | | SOCs begin with | | +| | | | an "R", such as | | +| | | | RIPN1. 4G | | +| | | | version SOCs | | +| | | | begin with | | +| | | | "RHS". Created | | +| | | | for customers | | +| | | | who negotiated | | +| | | | for an | | +| | | | unlimited data | | +| | | | plan and have a | | +| | | | FAN profile | | +| | | | with an Offer | | +| | | | Element (OE) | | +| | | | for an | | +| | | | unlimited data | | +| | | | plan. | | +| | | | Available only | | +| | | | to customers | | +| | | | with a Product | | +| | | | Allowance OE | | +| | | | for an | | +| | | | unlimited rate | | +| | | | plan. Appears | | +| | | | in the billing | | +| | | | system if | | +| | | | available for | | +| | | | the customer, | | +| | | | per the Common | | +| | | | Product Catalog | | +| | | | (CPC) rules. | | +| | | | Procedures | | +| | | | New/Existing | | +| | | | Line of Service | | +| | | | Determine if | | +| | | | the customer | | +| | | | has a FAN. If | | +| | | | Then Yes | | +| | | | Verify the FAN | | +| | | | allows for | | +| | | | custom plans: | | +| | | | If FAN does not | | +| | | | allow for | | +| | | | custom plans, | | +| | | | advise the | | +| | | | customer they | | +| | | | do not qualify | | +| | | | for an | | +| | | | unlimited data | | +| | | | plan.Suggested | | +| | | | Scripting: I'm | | +| | | | sorry Mr./Ms. | | +| | | | [Customer | | +| | | | Name], | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are not | | +| | | | available. | | +| | | | However, we do | | +| | | | offer several | | +| | | | data plans and | | +| | | | I'll be happy | | +| | | | to work with | | +| | | | you to identify | | +| | | | one that meets | | +| | | | your needs. | | +| | | | Select a | | +| | | | current | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data). See | | +| | | | the customer's | | +| | | | Offer Elements | | +| | | | for a list of | | +| | | | allowed custom | | +| | | | plans. Change | | +| | | | the rate plan | | +| | | | in the billing | | +| | | | system: The | | +| | | | billing system | | +| | | | displays the | | +| | | | custom plans | | +| | | | allowed by the | | +| | | | profile.Excepti | | +| | | | on: Customer | | +| | | | Service groups | | +| | | | should change | | +| | | | the plan in | | +| | | | Telegence. If | | +| | | | you have OPUS | | +| | | | access only, | | +| | | | for | | +| | | | instructions | | +| | | | for completing | | +| | | | the | | +| | | | transaction, | | +| | | | see OPUS Hub. | | +| | | | No The | | +| | | | customer does | | +| | | | not qualify for | | +| | | | an unlimited | | +| | | | data plan. | | +| | | | Advise the | | +| | | | customer they | | +| | | | are not | | +| | | | eligible for an | | +| | | | unlimited plan: | | +| | | | Suggested | | +| | | | Scripting: I'm | | +| | | | sorry Mr./Ms. | | +| | | | [Customer | | +| | | | Name], | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are not | | +| | | | available. | | +| | | | However, we do | | +| | | | offer several | | +| | | | data plans and | | +| | | | I'll be happy | | +| | | | to work with | | +| | | | you to identify | | +| | | | one that meets | | +| | | | your needs. | | +| | | | Select a | | +| | | | current | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data). Quick | | +| | | | Messaging | | +| | | | Device with Unl | | +| | | | imited/Standalo | | +| | | | ne Data | | +| | | | Feature; | | +| | | | Upgrading to | | +| | | | Smartphone | | +| | | | Determine if | | +| | | | the customer | | +| | | | has a FAN: If | | +| | | | Then Yes | | +| | | | Verify the FAN | | +| | | | allows for | | +| | | | custom plans: | | +| | | | If FAN does not | | +| | | | allow for | | +| | | | custom plans, | | +| | | | advise the | | +| | | | customer they | | +| | | | do not qualify | | +| | | | for an | | +| | | | unlimited data | | +| | | | plan.Suggested | | +| | | | Scripting: I'm | | +| | | | sorry Mr./Ms. | | +| | | | [Customer | | +| | | | Name], | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are not | | +| | | | available. | | +| | | | However, we do | | +| | | | offer several | | +| | | | data plans and | | +| | | | I'll be happy | | +| | | | to work with | | +| | | | you to identify | | +| | | | one that meets | | +| | | | your needs. | | +| | | | Select a | | +| | | | current | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data). See | | +| | | | the customer's | | +| | | | Offer Elements | | +| | | | for a list of | | +| | | | allowed custom | | +| | | | plans. Change | | +| | | | the rate plan | | +| | | | in the billing | | +| | | | system: The | | +| | | | billing system | | +| | | | displays the | | +| | | | custom plans | | +| | | | allowed by the | | +| | | | profile. | | +| | | | Customer | | +| | | | Service groups | | +| | | | should change | | +| | | | the plan in | | +| | | | Telegence. No | | +| | | | The customer | | +| | | | does not | | +| | | | qualify for an | | +| | | | unlimited data | | +| | | | plan. Advise | | +| | | | the customer | | +| | | | they are not | | +| | | | eligible for an | | +| | | | unlimited | | +| | | | plan.Suggested | | +| | | | Scripting: I'm | | +| | | | sorry Mr./Ms. | | +| | | | [Customer | | +| | | | Name], | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are not | | +| | | | available. | | +| | | | However, we do | | +| | | | offer several | | +| | | | data plans and | | +| | | | I'll be happy | | +| | | | to work with | | +| | | | you to identify | | +| | | | one that meets | | +| | | | your needs. | | +| | | | Select a | | +| | | | current | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data). | | +| | | | Unlimited | | +| | | | Smartphone Data | | +| | | | Plan Source: | | +| | | | Content: Contoso | | +| | | | continually | | +| | | | brings new rate | | +| | | | plans and | | +| | | | features to our | | +| | | | customers. As | | +| | | | we bring new | | +| | | | options to | | +| | | | market, older | | +| | | | rate plans and | | +| | | | features are | | +| | | | grandfathered. | | +| | | | Use this policy | | +| | | | to determine | | +| | | | provisional | | +| | | | availability of | | +| | | | the | | +| | | | grandfathered | | +| | | | or expired rate | | +| | | | plans/features. | | +| | | | ¶ ¶ | | +| | | | Definitions¶ ¶ | | +| | | | Term | | +| | | | Definition | | +| | | | Classic Same | | +| | | | as | | +| | | | grandfathered | | +| | | | Custom Rate | | +| | | | plans or | | +| | | | features | | +| | | | created | | +| | | | specifically | | +| | | | for customers | | +| | | | based on their | | +| | | | contract; | | +| | | | located under | | +| | | | Offer Elements | | +| | | | in the FAN | | +| | | | profile | | +| | | | Expired Rate | | +| | | | plans or | | +| | | | features no | | +| | | | longer active | | +| | | | and restricted/ | | +| | | | retired from | | +| | | | any use | | +| | | | Grandfathered | | +| | | | Rate plans or | | +| | | | features no | | +| | | | longer active | | +| | | | and available | | +| | | | for customers | | +| | | | to select. | | +| | | | Customers with | | +| | | | grandfathered | | +| | | | or expired rate | | +| | | | plans or | | +| | | | features at the | | +| | | | time of | | +| | | | retirement | | +| | | | continue to | | +| | | | keep these | | +| | | | until making a | | +| | | | change. | | +| | | | Restricted | | +| | | | Another term | | +| | | | used for Custom | | +| | | | rate plans or | | +| | | | features Do | | +| | | | not offer | | +| | | | grandfathered | | +| | | | or expired rate | | +| | | | plans or | | +| | | | features to:¶ | | +| | | | ¶ New customer | | +| | | | sCustomers who | | +| | | | changed or | | +| | | | upgraded from | | +| | | | these options¶ | | +| | | | In limited | | +| | | | scenarios | | +| | | | (defined in | | +| | | | Eligibility | | +| | | | Scenarios under | | +| | | | the Procedures | | +| | | | section), the | | +| | | | customer may be | | +| | | | eligible for | | +| | | | the | | +| | | | grandfathered | | +| | | | or expired rate | | +| | | | plans or | | +| | | | features. In | | +| | | | scenarios where | | +| | | | the result | | +| | | | lists as | | +| | | | Ineligible, no | | +| | | | one can | | +| | | | override the | | +| | | | eligibility.¶ | | +| | | | Do not file a | | +| | | | Clarify case | | +| | | | for ineligible | | +| | | | customers, as | | +| | | | these reject.¶ | | +| | | | Customers who | | +| | | | wish to migrate | | +| | | | from an expired | | +| | | | plan (such as | | +| | | | unlimited) to | | +| | | | participate in | | +| | | | Mobile Share, | | +| | | | are not able to | | +| | | | migrate back. | | +| | | | Expectations¶ | | +| | | | ¶ ¶ Set the | | +| | | | appropriate | | +| | | | expectations, | | +| | | | based on the | | +| | | | eligibility | | +| | | | result using | | +| | | | Determine | | +| | | | Eligibility in | | +| | | | the Procedures | | +| | | | section.¶ ¶ | | +| | | | Term | | +| | | | Definition | | +| | | | Eligible Set | | +| | | | all rate plan | | +| | | | or feature | | +| | | | change | | +| | | | expectations. | | +| | | | Eligible - Case | | +| | | | filed ¶ This | | +| | | | indicates a | | +| | | | submitted | | +| | | | request for the | | +| | | | rate plan or | | +| | | | feature | | +| | | | review.¶ ¶ If | | +| | | | approved, add | | +| | | | it the | | +| | | | customer's | | +| | | | service.If | | +| | | | denied, contact | | +| | | | the customer.¶ | | +| | | | ¶ The rate | | +| | | | plan/feature | | +| | | | prorates based | | +| | | | on the date | | +| | | | added, | | +| | | | providing the | | +| | | | following:¶ ¶ | | +| | | | Clarify case | | +| | | | numberExpected | | +| | | | resolution | | +| | | | date¶ | | +| | | | Ineligible The | | +| | | | request for the | | +| | | | grandfathered | | +| | | | or expired rate | | +| | | | plan or feature | | +| | | | does not meet | | +| | | | the eligibility | | +| | | | requirements. | | +| | | | Rate | | +| | | | Plan/Feature | | +| | | | Life Cycle¶ ¶ | | +| | | | ¶ As rate | | +| | | | plans and | | +| | | | features | | +| | | | progress | | +| | | | through the | | +| | | | life cycle, | | +| | | | they become | | +| | | | available to | | +| | | | different sales | | +| | | | channels. The | | +| | | | availability of | | +| | | | grandfathered | | +| | | | rate plans and | | +| | | | feature SOCs | | +| | | | vary according | | +| | | | to the market.¶ | | +| | | | ¶ User Detail | | +| | | | Area | | +| | | | managers/vendor | | +| | | | operations | | +| | | | managers and | | +| | | | BCSS Billing | | +| | | | subject matter | | +| | | | experts (SMEs) | | +| | | | You have access | | +| | | | to the plans | | +| | | | from 31-60 days | | +| | | | after updating | | +| | | | to a | | +| | | | Grandfathered | | +| | | | status. | | +| | | | Requests for | | +| | | | rate plans or | | +| | | | features 61 to | | +| | | | 90 days out | | +| | | | require area | | +| | | | manager | | +| | | | approval for | | +| | | | each subscriber | | +| | | | affected. | | +| | | | Billing | | +| | | | Applications | | +| | | | Support (BAS) | | +| | | | Team This team | | +| | | | has access to | | +| | | | the | | +| | | | grandfathered | | +| | | | and expired | | +| | | | plans at all | | +| | | | times. BCSS | | +| | | | BCSS retains | | +| | | | access to | | +| | | | grandfathered | | +| | | | rate plans and | | +| | | | features for 30 | | +| | | | days after | | +| | | | updating to a | | +| | | | grandfathered | | +| | | | status. | | +| | | | Internal | | +| | | | centers Area | | +| | | | manager's name | | +| | | | and email | | +| | | | address must be | | +| | | | in the notes. | | +| | | | Contact occurs | | +| | | | to confirm | | +| | | | their approval. | | +| | | | Vendor centers | | +| | | | Vendor | | +| | | | Operations | | +| | | | manager's name, | | +| | | | email address, | | +| | | | and company- | | +| | | | specific email | | +| | | | must be in the | | +| | | | notes section. | | +| | | | Example: | | +| | | | @startekc.com | | +| | | | Contact occurs | | +| | | | to confirm | | +| | | | their approval. | | +| | | | Determine | | +| | | | Eligibility¶ ¶ | | +| | | | ¶ ¶ Review | | +| | | | Eligibility | | +| | | | Scenarios to | | +| | | | determine if | | +| | | | the customer is | | +| | | | eligible for a | | +| | | | grandfathered/e | | +| | | | xpired rate | | +| | | | plan or | | +| | | | feature.¶ ¶ | | +| | | | If eligible, go | | +| | | | to step 2.If | | +| | | | ineligible, go | | +| | | | to step 3.¶ ¶ | | +| | | | Review the | | +| | | | Eligibility | | +| | | | Window.¶ ¶ | | +| | | | Submit requests | | +| | | | within the | | +| | | | indicated | | +| | | | window.The | | +| | | | window begins | | +| | | | on the day the | | +| | | | scenario | | +| | | | occurred.¶ ¶ | | +| | | | Eligibility | | +| | | | Window¶ ¶ If | | +| | | | within the | | +| | | | window, go to | | +| | | | step 4.If not | | +| | | | within the | | +| | | | window, go to | | +| | | | step 3.¶ ¶ | | +| | | | Under | | +| | | | Expectations, | | +| | | | read Ineligible | | +| | | | .Review current | | +| | | | rate plans | | +| | | | and/or features | | +| | | | to determine | | +| | | | the best fit | | +| | | | for the | | +| | | | customer and | | +| | | | make updates as | | +| | | | needed.Stop | | +| | | | here: This is | | +| | | | the end of the | | +| | | | process.¶ ¶ | | +| | | | To locate the | | +| | | | grandfathered | | +| | | | plans, select | | +| | | | Grandfathered | | +| | | | within the Rate | | +| | | | Plan and | | +| | | | Feature flows | | +| | | | in OPUS.¶ ¶ | | +| | | | If the grandfat | | +| | | | hered/expired | | +| | | | plan:¶ ¶ | | +| | | | Appears in | | +| | | | ordering | | +| | | | system, add the | | +| | | | grandfathered | | +| | | | rate plan or | | +| | | | feature, save, | | +| | | | and go to | | +| | | | Source: | | +| | | | Content: US - | | +| | | | Business and | | +| | | | Add, Change, or | | +| | | | Remove Features | | +| | | | - OPUS - | | +| | | | Business¶ ¶ ¶ | | +| | | | Any rate plan | | +| | | | or additional | | +| | | | feature changes | | +| | | | made at this | | +| | | | time must also | | +| | | | be made | | +| | | | effective | | +| | | | immediately or | | +| | | | performed in a | | +| | | | separate | | +| | | | transaction. ¶ | | +| | | | ¶ ¶ For CRU | | +| | | | End-Users – | | +| | | | FaST profile | | +| | | | authorization | | +| | | | is required to | | +| | | | add new rate | | +| | | | plans and/or | | +| | | | features, but | | +| | | | is not required | | +| | | | if replacing an | | +| | | | incompatible | | +| | | | rate | | +| | | | plan/feature | | +| | | | with a similar, | | +| | | | compatible rate | | +| | | | plan/feature. ¶ | | +| | | | ¶ ¶ Continue | | +| | | | with IMEI and | | +| | | | SIM (for New | | +| | | | SIM only) | | +| | | | change and | | +| | | | submit.¶ ¶ | | +| | | | Validate | | +| | | | information was | | +| | | | successfully | | +| | | | changed in the | | +| | | | billing | | +| | | | system.¶ | | +| | | | Determine | | +| | | | Device Type: | | +| | | | proceed to next | | +| | | | steps based on | | +| | | | the type of | | +| | | | device being | | +| | | | activated. | | +| | | | iPhone/iPad | | +| | | | Non-iPhone/iPad | | +| | | | iPhone/iPad | | +| | | | Devices :¶ ¶ | | +| | | | Inform the | | +| | | | customer their | | +| | | | device has | | +| | | | already been | | +| | | | activated and | | +| | | | they must | | +| | | | complete one of | | +| | | | the following | | +| | | | to finish the | | +| | | | activation | | +| | | | process: | | +| | | | iPhone/iPad | | +| | | | with iOS 4.x | | +| | | | and prior - | | +| | | | direct the | | +| | | | customer to | | +| | | | tether via | | +| | | | iTunes to | | +| | | | complete | | +| | | | activation | | +| | | | process. | | +| | | | iPhone/iPad | | +| | | | with iOS 5 and | | +| | | | later – direct | | +| | | | the customer to | | +| | | | complete their | | +| | | | activation | | +| | | | wirelessly with | | +| | | | the PC-Free | | +| | | | Activation and | | +| | | | Setup (iOS 5 or | | +| | | | Later) for | | +| | | | iPhone and iPad | | +| | | | . Perform | | +| | | | incoming and | | +| | | | outgoing test | | +| | | | calls and check | | +| | | | data | | +| | | | connectivity | | +| | | | only if the | | +| | | | customer | | +| | | | indicates they | | +| | | | have already | | +| | | | completed the | | +| | | | activation | | +| | | | process via | | +| | | | iTunes (tether | | +| | | | or PC free) and | | +| | | | have equipment | | +| | | | in hand. Test | | +| | | | calls are not | | +| | | | required for | | +| | | | iPads. The | | +| | | | device displays | | +| | | | GPRS, EDGE, 3G, | | +| | | | or UMTS in all | | +| | | | capital letters | | +| | | | if data | | +| | | | connectivity | | +| | | | has been | | +| | | | established, or | | +| | | | have the | | +| | | | customer | | +| | | | successfully | | +| | | | access a | | +| | | | website to | | +| | | | ensure | | +| | | | connectivity. | | +| | | | Non-iPhone/iPad | | +| | | | Devices: | | +| | | | Inform the | | +| | | | customer their | | +| | | | device is now | | +| | | | active and:¶ ¶ | | +| | | | Complete | | +| | | | incoming and | | +| | | | outgoing test | | +| | | | calls with the | | +| | | | customer's new | | +| | | | device, if | | +| | | | applicable.¶ ¶ | | +| | | | If the customer | | +| | | | does not have | | +| | | | equipment in | | +| | | | hand, test | | +| | | | calls/data | | +| | | | connectivity | | +| | | | are not | | +| | | | required.¶ The | | +| | | | device displays | | +| | | | GPRS, EDGE, 3G, | | +| | | | or UMTS in all | | +| | | | capital letters | | +| | | | if data | | +| | | | connectivity | | +| | | | has been | | +| | | | established, or | | +| | | | have the | | +| | | | customer | | +| | | | successfully | | +| | | | access a | | +| | | | website to | | +| | | | ensure | | +| | | | connectivity. | | +| | | | For AirCards, | | +| | | | the Connect | | +| | | | button in the | | +| | | | Contoso | | +| | | | Communication | | +| | | | Manager (ACM) | | +| | | | on the laptop | | +| | | | appears once | | +| | | | the device | | +| | | | obtains | | +| | | | wireless data | | +| | | | availability. | | +| | | | Or, you may | | +| | | | have the | | +| | | | customer | | +| | | | successfully | | +| | | | access a Web | | +| | | | site or ensure | | +| | | | connectivity. | | +| | | | PCN | | +| | | | Expectations | | +| | | | Suggested | | +| | | | Verbiage I | | +| | | | will be sending | | +| | | | you a | | +| | | | confirmation | | +| | | | e-mail of what | | +| | | | we completed | | +| | | | today along | | +| | | | with | | +| | | | instructions | | +| | | | for setting up | | +| | | | your voicemail. | | +| | | | May I please | | +| | | | verify your | | +| | | | e-mail address? | | +| | | | Follow your | | +| | | | group's Post | | +| | | | Call | | +| | | | Notification | | +| | | | policy | | +| | | | Customer | | +| | | | Expectations - | | +| | | | BME Post Call | | +| | | | Notification | | +| | | | (PCN) - Clarify | | +| | | | - BMC Set all | | +| | | | other | | +| | | | expectations | | +| | | | according to | | +| | | | device type: | | +| | | | Non-iPhone | | +| | | | Expectations | | +| | | | Voicemail: | | +| | | | Offer to assist | | +| | | | the customer in | | +| | | | creating and | | +| | | | accessing their | | +| | | | voicemail on | | +| | | | all equipment | | +| | | | activation | | +| | | | calls.¶ ¶ | | +| | | | Inform the | | +| | | | customer to | | +| | | | press and hold | | +| | | | 1 on their | | +| | | | wireless device | | +| | | | and follow the | | +| | | | prompts to | | +| | | | complete | | +| | | | voicemail | | +| | | | setup.¶ ¶ If | | +| | | | necessary, | | +| | | | perform | | +| | | | voicemail test | | +| | | | calls.¶ Ensure | | +| | | | the customer | | +| | | | does not have | | +| | | | any additional | | +| | | | voicemail | | +| | | | questions.For | | +| | | | voicemail | | +| | | | expectations, | | +| | | | refer to | | +| | | | Voicemail | | +| | | | (Wireless) Hub¶ | | +| | | | Equipment | | +| | | | Returns - BCSS | | +| | | | : 30 days (14 | | +| | | | days for | | +| | | | tablets) from | | +| | | | shipping date.¶ | | +| | | | All returns are | | +| | | | subject to | | +| | | | applicable | | +| | | | restocking fees | | +| | | | per Contoso | | +| | | | Mobility Return | | +| | | | Policy .¶ Contoso | | +| | | | Protect | | +| | | | Advantage - | | +| | | | BCSS, provided | | +| | | | the equipment | | +| | | | is eligible and | | +| | | | the customer | | +| | | | does not | | +| | | | already have | | +| | | | Device | | +| | | | Protection (30 | | +| | | | days to enroll | | +| | | | from activation | | +| | | | date). iPhone | | +| | | | Expectations | | +| | | | Equipment | | +| | | | Returns - BCSS | | +| | | | : 30 days from | | +| | | | shipping date.¶ | | +| | | | ¶ All returns | | +| | | | are subject to | | +| | | | applicable | | +| | | | restocking fees | | +| | | | per Contoso | | +| | | | Mobility Return | | +| | | | Policy .¶ Contoso | | +| | | | Protect | | +| | | | Advantage - | | +| | | | BCSS, provided | | +| | | | the equipment | | +| | | | is eligible and | | +| | | | the customer | | +| | | | does not | | +| | | | already have | | +| | | | Device | | +| | | | Protection (30 | | +| | | | days to enroll | | +| | | | from activation | | +| | | | date).¶ | | +| | | | Available on | | +| | | | all iPhone | | +| | | | models.All | | +| | | | customers | | +| | | | wishing to | | +| | | | enroll in | | +| | | | either program | | +| | | | must be within | | +| | | | 30 days of | | +| | | | their new | | +| | | | activation or | | +| | | | qualified | | +| | | | upgrade.The | | +| | | | AppleCare | | +| | | | Protection Plan | | +| | | | is available | | +| | | | for iPhone | | +| | | | customers; | | +| | | | refer to | | +| | | | AppleCare for | | +| | | | Apple Devices¶ | | +| | | | Voicemail:¶ | | +| | | | Offer to | | +| | | | provide the | | +| | | | customer with | | +| | | | the iPhone | | +| | | | voicemail setup | | +| | | | instructions to | | +| | | | use after | | +| | | | tethering via | | +| | | | iTunes. Do not | | +| | | | attempt | | +| | | | voicemail test | | +| | | | calls. Refer to | | +| | | | Voicemail | | +| | | | (Wireless) | | +| | | | Hub.Verify the | | +| | | | customer has no | | +| | | | additional | | +| | | | voicemail | | +| | | | questions.For | | +| | | | voicemail | | +| | | | expectations, | | +| | | | refer to | | +| | | | Voicemail | | +| | | | Security¶ iPad | | +| | | | Expectations | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 13 | How to add a | To add a | Content: Add | 7 | +| | bolt-on data | bolt-on data | Bolt-On Data or | | +| | plan | plan | Feature | | | +| | feature? | feature, you | Remove Feature | | +| | | need to | at a Group | | +| | | follow these | Level | Add a | | +| | | steps: 1. | Standalone Data | | +| | | From the BAN | Plan What I | | +| | | folder, | Need to Know | | +| | | click the | Before starting | | +| | | Agreement | the process of | | +| | | tab. 2. If | changing or | | +| | | upgrading | adding data | | +| | | from one | plans or | | +| | | data plan to | features, | | +| | | another, | confirm which | | +| | | proceed to | devices the | | +| | | step 4. 3. | customer plans | | +| | | From the | to use and | | +| | | Agreement | suggest the | | +| | | tab, remove | data plan most | | +| | | all existing | compatible with | | +| | | PPU features | their usage and | | +| | | that the | equipment. | | +| | | data package | Data packages | | +| | | plan | are add-on | | +| | | replaces. 4. | features for | | +| | | On the | handset | | +| | | Options | browsing. These | | +| | | toolbar, | cannot be used | | +| | | click Save. | on smartphones | | +| | | 5. From the | (includes | | +| | | Agreement | BlackBerry and | | +| | | tab, click | iPhone) or | | +| | | List to open | laptop cards. | | +| | | the Services | Add Bolt-On | | +| | | List window. | Data Plan or | | +| | | 6. Select | Feature to | | +| | | the added | Single Line | | +| | | feature and | From the BAN | | +| | | click OK. 7. | folder, click | | +| | | Review the | the Agreement | | +| | | Rate Plan | tab. If | | +| | | details to | upgrading from | | +| | | ensure you | one data plan | | +| | | are adding | to another, | | +| | | the correct | proceed to step | | +| | | plan code. | 4. From the | | +| | | 8. In the | Agreement tab, | | +| | | Effective | remove all | | +| | | field, enter | existing PPU | | +| | | the | features that | | +| | | effective | the data | | +| | | date. 9. On | package plan | | +| | | the Options | replaces. To | | +| | | toolbar, | remove, | | +| | | click Save. | highlight the | | +| | | Please note | feature and | | +| | | that these | click Delete. | | +| | | steps are | To select more | | +| | | for adding a | than one | | +| | | bolt-on data | feature, hold | | +| | | plan feature | the Shift key | | +| | | to a single | on the keyboard | | +| | | line. If you | while selecting | | +| | | need to | the desired | | +| | | remove | feature(s). | | +| | | features at | Remove/expire | | +| | | a group | features by | | +| | | level or add | entering the | | +| | | a standalone | date in the | | +| | | data plan, | Expire field | | +| | | there are | and clicking | | +| | | separate | Save. On the | | +| | | steps to | Options | | +| | | follow. | toolbar, click | | +| | | | Save. From the | | +| | | | Agreement tab: | | +| | | | Click List to | | +| | | | open the | | +| | | | Services List | | +| | | | window. Select | | +| | | | the added | | +| | | | feature and | | +| | | | click OK. | | +| | | | Review the Rate | | +| | | | Plan details to | | +| | | | ensure you are | | +| | | | adding the | | +| | | | correct plan | | +| | | | code. | | +| | | | Eligibility for | | +| | | | international | | +| | | | roaming data | | +| | | | plans are the | | +| | | | same as any | | +| | | | international | | +| | | | roaming voice | | +| | | | feature. To | | +| | | | ensure proper | | +| | | | compensation, | | +| | | | in the Comp | | +| | | | field, enter | | +| | | | the comp code | | +| | | | of the | | +| | | | individual who | | +| | | | made the sale. | | +| | | | BMC: Use comp | | +| | | | code BMGCA. | | +| | | | BME: See | | +| | | | Commission | | +| | | | Codes - BCSS | | +| | | | In the | | +| | | | Effective | | +| | | | field, enter | | +| | | | the effective | | +| | | | date. If | | +| | | | changing a link | | +| | | | feature and the | | +| | | | error message, | | +| | | | Group-level | | +| | | | Shared SOCs | | +| | | | cannot be | | +| | | | deleted appears | | +| | | | while | | +| | | | attempting to | | +| | | | remove PPU | | +| | | | features, | | +| | | | remove the | | +| | | | features at the | | +| | | | group level | | +| | | | before | | +| | | | attempting | | +| | | | provisioning. | | +| | | | On the Options | | +| | | | toolbar, click | | +| | | | Save. Remove | | +| | | | Features at | | +| | | | Group Level | | +| | | | From the BAN | | +| | | | folder, select | | +| | | | the Actions | | +| | | | drop-down > | | +| | | | Group level | | +| | | | services. From | | +| | | | the Group level | | +| | | | services panel, | | +| | | | if more than | | +| | | | one group | | +| | | | appears, select | | +| | | | the group that | | +| | | | contains the | | +| | | | modifying | | +| | | | numbers. | | +| | | | Remove the | | +| | | | necessary PPU | | +| | | | features that | | +| | | | the data | | +| | | | package plan | | +| | | | would replace | | +| | | | from the | | +| | | | Additional | | +| | | | Services | | +| | | | section. To | | +| | | | remove, | | +| | | | highlight the | | +| | | | feature and | | +| | | | click Delete. | | +| | | | To select more | | +| | | | than one | | +| | | | feature, hold | | +| | | | the shift key | | +| | | | on the keyboard | | +| | | | while selecting | | +| | | | the desired | | +| | | | feature(s). | | +| | | | Remove or | | +| | | | expire features | | +| | | | by entering the | | +| | | | date in the | | +| | | | Expire field | | +| | | | and click Save. | | +| | | | Click OK to | | +| | | | save and close | | +| | | | the group level | | +| | | | services panel. | | +| | | | Once you remove | | +| | | | the group level | | +| | | | features, | | +| | | | provision each | | +| | | | line of service | | +| | | | with the | | +| | | | appropriate | | +| | | | data package or | | +| | | | PPU features by | | +| | | | adding data | | +| | | | features to a | | +| | | | single line of | | +| | | | service. | | +| | | | Failure to | | +| | | | provision each | | +| | | | line with the | | +| | | | corresponding | | +| | | | data features | | +| | | | results in | | +| | | | billing errors | | +| | | | or data service | | +| | | | disruptions.Whe | | +| | | | n changing or | | +| | | | upgrading data | | +| | | | features, | | +| | | | ensure the | | +| | | | current feature | | +| | | | expiration date | | +| | | | and the new | | +| | | | feature | | +| | | | effective date | | +| | | | do not | | +| | | | overlapExample: | | +| | | | Pay Per | | +| | | | SMS/WXP1/MMS | | +| | | | May 14, 2020 | | +| | | | Packaged | | +| | | | SMS/WXP1/MMS | | +| | | | May 15, 2020 | | +| | | | Pay Per WXP1 | | +| | | | May 14, 2020 S | | +| | | | martphone/Black | | +| | | | Berry/iPhone | | +| | | | plan May 15, | | +| | | | 2020 Add | | +| | | | Standalone Data | | +| | | | Plan to Single | | +| | | | Line From the | | +| | | | BAN folder, | | +| | | | click the | | +| | | | Agreement tab. | | +| | | | Double-click | | +| | | | the PP field in | | +| | | | the Price Plan | | +| | | | section to | | +| | | | display the | | +| | | | Change Price | | +| | | | Plan window. | | +| | | | If the service | | +| | | | is currently | | +| | | | part of a group | | +| | | | voice plan, TLG | | +| | | | displays the | | +| | | | following | | +| | | | warning: | | +| | | | Subscriber will | | +| | | | be removed from | | +| | | | its group if PP | | +| | | | is changed. | | +| | | | Click Yes to | | +| | | | continue to the | | +| | | | Change Price | | +| | | | Plan window. | | +| | | | In the New | | +| | | | section, | | +| | | | double-click | | +| | | | the Price Plan. | | +| | | | The Price Plan | | +| | | | List window | | +| | | | displays. | | +| | | | Select the new | | +| | | | price plan from | | +| | | | the list. Be | | +| | | | aware the list | | +| | | | displays both | | +| | | | voice and data | | +| | | | plans. Review | | +| | | | the rate plan | | +| | | | details to | | +| | | | ensure to add | | +| | | | the correct | | +| | | | data price plan | | +| | | | code. | | +| | | | Eligibility for | | +| | | | international | | +| | | | roaming data | | +| | | | plans is the | | +| | | | same as for any | | +| | | | international | | +| | | | roaming voice | | +| | | | features. From | | +| | | | the Terms drop- | | +| | | | down, select | | +| | | | the applicable | | +| | | | contract term | | +| | | | and click OK. | | +| | | | In the | | +| | | | Effective | | +| | | | field, enter | | +| | | | the effective | | +| | | | date. Confirm | | +| | | | the effective | | +| | | | date of the | | +| | | | data plan | | +| | | | change with the | | +| | | | customer. Set | | +| | | | the proper | | +| | | | expectations. | | +| | | | Click OK > Yes | | +| | | | to complete the | | +| | | | process. | | +| | | | Source: | | +| | | | Content: MSP | | +| | | | for Business | | +| | | | plan, if | | +| | | | applicable. | | +| | | | View Pricing > | | +| | | | Optional | | +| | | | Standalone | | +| | | | Plans. Add new | | +| | | | device | | +| | | | activation if | | +| | | | applicable. | | +| | | | Have the | | +| | | | existing | | +| | | | customer power | | +| | | | cycle their | | +| | | | devices to have | | +| | | | plan changes | | +| | | | take effect | | +| | | | immediately | | +| | | | (devices not | | +| | | | power cycled | | +| | | | are updated | | +| | | | within 24 | | +| | | | hours). Note | | +| | | | the wireless | | +| | | | account | | +| | | | appropriately | | +| | | | (Mobility users | | +| | | | will send PCN | | +| | | | starting | | +| | | | 10/10/18 when | | +| | | | noting | | +| | | | accounts). View | | +| | | | sending PCN | | +| | | | details. | | +| | | | Single line | | +| | | | Set up any | | +| | | | standalone | | +| | | | plans for | | +| | | | devices before | | +| | | | setting up the | | +| | | | MSP for | | +| | | | Business plan, | | +| | | | if applicable. | | +| | | | View Pricing > | | +| | | | Optional | | +| | | | Standalone | | +| | | | Plans. Have | | +| | | | the existing | | +| | | | customer power | | +| | | | cycle their | | +| | | | device to have | | +| | | | plan changes | | +| | | | take effect | | +| | | | immediately | | +| | | | (devices not | | +| | | | power cycled | | +| | | | are updated | | +| | | | within 24 | | +| | | | hours). | | +| | | | Systems display | | +| | | | Group Full if | | +| | | | there is an | | +| | | | attempt to add | | +| | | | more than 1 | | +| | | | line on the | | +| | | | single-line | | +| | | | plan. Note the | | +| | | | wireless | | +| | | | account | | +| | | | appropriately | | +| | | | (Mobility users | | +| | | | will send PCN | | +| | | | starting | | +| | | | 10/10/18 when | | +| | | | noting | | +| | | | accounts). View | | +| | | | sending PCN | | +| | | | details. | | +| | | | Multi-line | | +| | | | migrating to a | | +| | | | single line¶ | | +| | | | Remove the | | +| | | | customer from | | +| | | | the multi-line | | +| | | | plan. Set up | | +| | | | any standalone | | +| | | | plans for | | +| | | | devices before | | +| | | | setting up the | | +| | | | MSP for | | +| | | | Business plan, | | +| | | | if applicable. | | +| | | | View Pricing > | | +| | | | Optional | | +| | | | Standalone | | +| | | | Plans. Have | | +| | | | the existing | | +| | | | customer power | | +| | | | cycle their | | +| | | | devices to have | | +| | | | plan changes | | +| | | | take effect | | +| | | | immediately | | +| | | | (devices not | | +| | | | power cycled | | +| | | | are updated | | +| | | | within 24 | | +| | | | hours). Note | | +| | | | the wireless | | +| | | | account | | +| | | | appropriately | | +| | | | (Mobility users | | +| | | | will send PCN | | +| | | | starting | | +| | | | 10/10/18 when | | +| | | | noting | | +| | | | accounts). View | | +| | | | sending PCN | | +| | | | details Self- | | +| | | | service: Plan | | +| | | | change¶ | | +| | | | Refer the | | +| | | | customer to www | | +| | | | .att.com/premie | | +| | | | r. Alerts | | +| | | | notify | | +| | | | customers on im | | +| | | | pacts/conflict | | +| | | | (e.g. Rollover | | +| | | | Data) during | | +| | | | the flow of | | +| | | | changing a | | +| | | | plan. Noting | | +| | | | accounts See | | +| | | | the proper | | +| | | | Clarify | | +| | | | Resolutions | | +| | | | based on the | | +| | | | customer | | +| | | | scenario. pcn | | +| | | | detail | | +| | | | Add/change rate | | +| | | | plan (Mobility | | +| | | | users only: | | +| | | | sends Post Call | | +| | | | Notification | | +| | | | [PCN]) Level | | +| | | | 1: Plans and | | +| | | | Features Level | | +| | | | 2: Plans Level | | +| | | | 3: Mobile Share | | +| | | | Plan Inquiring | | +| | | | about data | | +| | | | notifications | | +| | | | Level 1: Other | | +| | | | Wireless | | +| | | | Support and | | +| | | | Information | | +| | | | Level 2: Other | | +| | | | Wireless | | +| | | | Support Level | | +| | | | 3: Data Usage | | +| | | | Controls (DUC | | +| | | | Inquiring about | | +| | | | data speeds | | +| | | | Level 1: Other | | +| | | | Wireless | | +| | | | Support and | | +| | | | Information | | +| | | | Level 2: Other | | +| | | | Wireless | | +| | | | Support Level | | +| | | | 3: Data Speed | | +| | | | Impacts Click | | +| | | | on the | | +| | | | applicable link | | +| | | | associated with | | +| | | | your customer's | | +| | | | issue. AutoPay | | +| | | | Scenario 1: | | +| | | | Customer is | | +| | | | missing the | | +| | | | $10/$20 monthly | | +| | | | discount? | | +| | | | Confirm and | | +| | | | qualify | | +| | | | customer for | | +| | | | $10mo/20mo. AP | | +| | | | discount: | | +| | | | Customer is on | | +| | | | an eligible | | +| | | | rate plan. | | +| | | | Retired MS | | +| | | | customers are | | +| | | | excluded. Two | | +| | | | bill cycles | | +| | | | must have | | +| | | | completed since | | +| | | | the customer | | +| | | | made the plan | | +| | | | change and | | +| | | | completed the | | +| | | | enrollment for | | +| | | | AutoPay and | | +| | | | paperless | | +| | | | billing | | +| | | | Validate the | | +| | | | credit is | | +| | | | missing on the | | +| | | | customer’s | | +| | | | bill. | | +| | | | Research the | | +| | | | account notes. | | +| | | | View the | | +| | | | customer's bill | | +| | | | Ask the | | +| | | | customer if | | +| | | | they received | | +| | | | communication | | +| | | | from Contoso on | | +| | | | their AutoPay | | +| | | | enrollment. | | +| | | | Have the | | +| | | | customer review | | +| | | | the free | | +| | | | SMS/emails | | +| | | | received. Types | | +| | | | of Contoso free | | +| | | | SMS/email | | +| | | | notification | | +| | | | sent on AutoPay | | +| | | | Confirmation on | | +| | | | AutoPay. | | +| | | | Enrollment | | +| | | | Issue | | +| | | | Notifications | | +| | | | (provided to | | +| | | | customers at | | +| | | | risk of losing | | +| | | | discount) | | +| | | | Confirm with | | +| | | | the customer | | +| | | | they enrolled | | +| | | | in AutoPay and | | +| | | | their payment | | +| | | | method has not | | +| | | | expired. If | | +| | | | the SOC are not | | +| | | | added, the | | +| | | | customer is not | | +| | | | enrolled in the | | +| | | | discounts. If | | +| | | | the customer | | +| | | | has SMS | | +| | | | notifications | | +| | | | indicating | | +| | | | enrollment, and | | +| | | | the SOC is or | | +| | | | isn't on the | | +| | | | account, follow | | +| | | | next steps in | | +| | | | the below | | +| | | | chart. Open a | | +| | | | Clarify Ticket | | +| | | | Billing > | | +| | | | Charges/Fees | | +| | | | for additional | | +| | | | research to | | +| | | | identify if the | | +| | | | customer is | | +| | | | eligible for | | +| | | | credit. | | +| | | | Scenario 2: How | | +| | | | can I tell if | | +| | | | the customer's | | +| | | | data speeds | | +| | | | have been | | +| | | | slowed? Using | | +| | | | Snapshot, | | +| | | | review the | | +| | | | Reduced Data | | +| | | | Speeds | | +| | | | Indicator which | | +| | | | indicates | | +| | | | Reduced Data | | +| | | | Speeds, in red | | +| | | | font, when an | | +| | | | Contoso MSP for | | +| | | | Business | | +| | | | customer's | | +| | | | network data | | +| | | | speed has been | | +| | | | reduced. The | | +| | | | Shared Data | | +| | | | usage bar is | | +| | | | red in color. | | +| | | | See Snapshot | | +| | | | Screenshot | | +| | | | Example. | | +| | | | Additionally, | | +| | | | the SOC for MSP | | +| | | | for Business | | +| | | | throttling is | | +| | | | added to the | | +| | | | customer's | | +| | | | account: | | +| | | | CONSRVMSA. | | +| | | | Scenario 3: The | | +| | | | customer | | +| | | | questions | | +| | | | charges on | | +| | | | their bill, or | | +| | | | does not | | +| | | | understand | | +| | | | their bill. | | +| | | | Probe to | | +| | | | determine the | | +| | | | specific | | +| | | | charges being | | +| | | | questioned. Ask | | +| | | | if the customer | | +| | | | has their bill | | +| | | | or can access | | +| | | | their myContoso | | +| | | | account to | | +| | | | review with | | +| | | | you. In most | | +| | | | cases, walking | | +| | | | a customer | | +| | | | through the | | +| | | | billing while | | +| | | | you explain | | +| | | | charges | | +| | | | resolves the | | +| | | | issue. To | | +| | | | prepare for | | +| | | | customer | | +| | | | inquiries, view | | +| | | | a Bill Samples. | | +| | | | The remaining | | +| | | | pages of the | | +| | | | bill are | | +| | | | individual line | | +| | | | charges. The | | +| | | | MRC for the MSP | | +| | | | Source: | | +| | | | Content: | | +| | | | Procedures | | | +| | | | Reasons for | | +| | | | Plan Removal | | | +| | | | Select a | | +| | | | Current | | +| | | | Smartphone Data | | +| | | | Plan (Tiered | | +| | | | Data) | | | +| | | | Valid/Invalid | | +| | | | Reasons | | | +| | | | Escalations | | | +| | | | FAQ Use the | | +| | | | following | | +| | | | guidelines when | | +| | | | assisting | | +| | | | customers with | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans to help | | +| | | | determine if | | +| | | | eligible for an | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan and which | | +| | | | plan is right | | +| | | | for your | | +| | | | customer. | | +| | | | Definitions | | +| | | | Term | | +| | | | Definition | | +| | | | Grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan Unlimited | | +| | | | plans were | | +| | | | grandfathered | | +| | | | and renamed as | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans. | | +| | | | Systems were | | +| | | | updated to | | +| | | | allow | | +| | | | smartphone | | +| | | | customers who | | +| | | | were currently | | +| | | | provisioned on | | +| | | | one of these | | +| | | | plans to keep | | +| | | | an unlimited | | +| | | | plan as long as | | +| | | | they had a | | +| | | | smartphone (any | | +| | | | type of | | +| | | | smartphone) | | +| | | | active on the | | +| | | | CTN. Only | | +| | | | available to | | +| | | | smartphone | | +| | | | customers who | | +| | | | have had a | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan previously | | +| | | | on their line | | +| | | | of service and | | +| | | | qualify to | | +| | | | retain a | | +| | | | smartphone | | +| | | | unlimited data | | +| | | | plan. May not | | +| | | | be sold to new | | +| | | | customers or | | +| | | | customers who | | +| | | | have not | | +| | | | previously had | | +| | | | a grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan. 4G SOCs | | +| | | | begin with | | +| | | | "HS". Only | | +| | | | those | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans that the | | +| | | | customer is | | +| | | | eligible for | | +| | | | are viewable in | | +| | | | the billing | | +| | | | system. Custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan Custom | | +| | | | version of the | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans for | | +| | | | customers with | | +| | | | a custom | | +| | | | agreement. | | +| | | | SOCs begin with | | +| | | | an "R", such as | | +| | | | RIPN1. 4G | | +| | | | version SOCs | | +| | | | begin with | | +| | | | "RHS". Created | | +| | | | for customers | | +| | | | who negotiated | | +| | | | for an | | +| | | | unlimited data | | +| | | | plan and have a | | +| | | | FAN profile | | +| | | | with an Offer | | +| | | | Element (OE) | | +| | | | for an | | +| | | | unlimited data | | +| | | | plan. | | +| | | | Available only | | +| | | | to customers | | +| | | | with a Product | | +| | | | Allowance OE | | +| | | | for an | | +| | | | unlimited rate | | +| | | | plan. Appears | | +| | | | in the billing | | +| | | | system if | | +| | | | available for | | +| | | | the customer, | | +| | | | per the Common | | +| | | | Product Catalog | | +| | | | (CPC) rules. | | +| | | | Procedures | | +| | | | New/Existing | | +| | | | Line of Service | | +| | | | Determine if | | +| | | | the customer | | +| | | | has a FAN. If | | +| | | | Then Yes | | +| | | | Verify the FAN | | +| | | | allows for | | +| | | | custom plans: | | +| | | | If FAN does not | | +| | | | allow for | | +| | | | custom plans, | | +| | | | advise the | | +| | | | customer they | | +| | | | do not qualify | | +| | | | for an | | +| | | | unlimited data | | +| | | | plan.Suggested | | +| | | | Scripting: I'm | | +| | | | sorry Mr./Ms. | | +| | | | [Customer | | +| | | | Name], | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are not | | +| | | | available. | | +| | | | However, we do | | +| | | | offer several | | +| | | | data plans and | | +| | | | I'll be happy | | +| | | | to work with | | +| | | | you to identify | | +| | | | one that meets | | +| | | | your needs. | | +| | | | Select a | | +| | | | current | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data). See | | +| | | | the customer's | | +| | | | Offer Elements | | +| | | | for a list of | | +| | | | allowed custom | | +| | | | plans. Change | | +| | | | the rate plan | | +| | | | in the billing | | +| | | | system: The | | +| | | | billing system | | +| | | | displays the | | +| | | | custom plans | | +| | | | allowed by the | | +| | | | profile.Excepti | | +| | | | on: Customer | | +| | | | Service groups | | +| | | | should change | | +| | | | the plan in | | +| | | | Telegence. If | | +| | | | you have OPUS | | +| | | | access only, | | +| | | | for | | +| | | | instructions | | +| | | | for completing | | +| | | | the | | +| | | | transaction, | | +| | | | see OPUS Hub. | | +| | | | No The | | +| | | | customer does | | +| | | | not qualify for | | +| | | | an unlimited | | +| | | | data plan. | | +| | | | Advise the | | +| | | | customer they | | +| | | | are not | | +| | | | eligible for an | | +| | | | unlimited plan: | | +| | | | Suggested | | +| | | | Scripting: I'm | | +| | | | sorry Mr./Ms. | | +| | | | [Customer | | +| | | | Name], | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are not | | +| | | | available. | | +| | | | However, we do | | +| | | | offer several | | +| | | | data plans and | | +| | | | I'll be happy | | +| | | | to work with | | +| | | | you to identify | | +| | | | one that meets | | +| | | | your needs. | | +| | | | Select a | | +| | | | current | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data). Quick | | +| | | | Messaging | | +| | | | Device with Unl | | +| | | | imited/Standalo | | +| | | | ne Data | | +| | | | Feature; | | +| | | | Upgrading to | | +| | | | Smartphone | | +| | | | Determine if | | +| | | | the customer | | +| | | | has a FAN: If | | +| | | | Then Yes | | +| | | | Verify the FAN | | +| | | | allows for | | +| | | | custom plans: | | +| | | | If FAN does not | | +| | | | allow for | | +| | | | custom plans, | | +| | | | advise the | | +| | | | customer they | | +| | | | do not qualify | | +| | | | for an | | +| | | | unlimited data | | +| | | | plan.Suggested | | +| | | | Scripting: I'm | | +| | | | sorry Mr./Ms. | | +| | | | [Customer | | +| | | | Name], | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are not | | +| | | | available. | | +| | | | However, we do | | +| | | | offer several | | +| | | | data plans and | | +| | | | I'll be happy | | +| | | | to work with | | +| | | | you to identify | | +| | | | one that meets | | +| | | | your needs. | | +| | | | Select a | | +| | | | current | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data). See | | +| | | | the customer's | | +| | | | Offer Elements | | +| | | | for a list of | | +| | | | allowed custom | | +| | | | plans. Change | | +| | | | the rate plan | | +| | | | in the billing | | +| | | | system: The | | +| | | | billing system | | +| | | | displays the | | +| | | | custom plans | | +| | | | allowed by the | | +| | | | profile. | | +| | | | Customer | | +| | | | Service groups | | +| | | | should change | | +| | | | the plan in | | +| | | | Telegence. No | | +| | | | The customer | | +| | | | does not | | +| | | | qualify for an | | +| | | | unlimited data | | +| | | | plan. Advise | | +| | | | the customer | | +| | | | they are not | | +| | | | eligible for an | | +| | | | unlimited | | +| | | | plan.Suggested | | +| | | | Scripting: I'm | | +| | | | sorry Mr./Ms. | | +| | | | [Customer | | +| | | | Name], | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are not | | +| | | | available. | | +| | | | However, we do | | +| | | | offer several | | +| | | | data plans and | | +| | | | I'll be happy | | +| | | | to work with | | +| | | | you to identify | | +| | | | one that meets | | +| | | | your needs. | | +| | | | Select a | | +| | | | current | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data). | | +| | | | Unlimited | | +| | | | Smartphone Data | | +| | | | Plan Source: | | +| | | | Content: the | | +| | | | tiered data | | +| | | | plans, people | | +| | | | can save up to | | +| | | | 20% off their | | +| | | | total wireless | | +| | | | bill and up to | | +| | | | 50% off their | | +| | | | wireless data | | +| | | | plan compared | | +| | | | to the retired | | +| | | | unlimited data | | +| | | | plans, making | | +| | | | smartphones | | +| | | | affordable for | | +| | | | the first time | | +| | | | to new segments | | +| | | | of consumers. | | +| | | | Tethering Can | | +| | | | I tether with | | +| | | | my unlimited | | +| | | | smartphone data | | +| | | | plan?Customers | | +| | | | are required to | | +| | | | have a data | | +| | | | plan with | | +| | | | tethering to | | +| | | | take advantage | | +| | | | of this | | +| | | | service. If the | | +| | | | FAN allows for | | +| | | | custom plans, | | +| | | | then the | | +| | | | billing system | | +| | | | displays the | | +| | | | custom plans | | +| | | | allowed by | | +| | | | their | | +| | | | profile.If I | | +| | | | currently have | | +| | | | BlackBerry | | +| | | | Unlimited, plus | | +| | | | tethering | | +| | | | (bolt-on), and | | +| | | | I upgrade to an | | +| | | | iPhone, do I | | +| | | | keep my | | +| | | | unlimited | | +| | | | DataPlus | | +| | | | tethering | | +| | | | plan?In this | | +| | | | case, there are | | +| | | | two options. If | | +| | | | you want to | | +| | | | continue to | | +| | | | have the option | | +| | | | to tether, and | | +| | | | you move from a | | +| | | | BlackBerry to | | +| | | | an iPhone, you | | +| | | | may choose from | | +| | | | the available | | +| | | | tiered options: | | +| | | | DataPro 4GB for | | +| | | | iPhone + | | +| | | | Tethering at | | +| | | | $45 DataPro | | +| | | | 4GB for iPhone | | +| | | | Enterprise + | | +| | | | Tethering at | | +| | | | $60 DataPro | | +| | | | 5GB for iPhone | | +| | | | + Tethering at | | +| | | | $50 DataPro | | +| | | | 5GB for iPhone | | +| | | | Enterprise + | | +| | | | Tethering at | | +| | | | $65 However, | | +| | | | if you wish to | | +| | | | keep an | | +| | | | unlimited | | +| | | | option, you may | | +| | | | move to an | | +| | | | unlimited | | +| | | | iPhone data | | +| | | | rate plan but | | +| | | | it does not | | +| | | | have the | | +| | | | tethering | | +| | | | option. All | | +| | | | iPhone | | +| | | | tethering plans | | +| | | | are limited to | | +| | | | 5GB of data | | +| | | | usage or less. | | +| | | | International | | +| | | | Can I move from | | +| | | | an | | +| | | | international | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone plan | | +| | | | to a domestic | | +| | | | grandfathered | | +| | | | smartphone | | +| | | | plan?Yes. | | +| | | | Moving from an | | +| | | | international | | +| | | | unlimited plan | | +| | | | to a domestic | | +| | | | unlimited plan | | +| | | | is allowed.Can | | +| | | | I move from a | | +| | | | domestic | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone plan | | +| | | | to an | | +| | | | international | | +| | | | grandfathered | | +| | | | smartphone | | +| | | | plan?No. Moving | | +| | | | from a domestic | | +| | | | unlimited plan | | +| | | | to an | | +| | | | international | | +| | | | unlimited plan | | +| | | | is not allowed | | +| | | | unless the | | +| | | | customer has a | | +| | | | custom/restrict | | +| | | | ed Offer | | +| | | | Element on | | +| | | | their FAN that | | +| | | | allows for the | | +| | | | custom/restrict | | +| | | | ed | | +| | | | international | | +| | | | unlimited plan. | | +| | | | If this Offer | | +| | | | Element is | | +| | | | present, the | | +| | | | billing system | | +| | | | displays the | | +| | | | unlimited | | +| | | | international | | +| | | | plans that are | | +| | | | available. | | +| | | | Basic/Quick | | +| | | | Messaging If | | +| | | | my Basic/Quick | | +| | | | Messaging | | +| | | | Device is | | +| | | | already on an | | +| | | | unlimited data | | +| | | | plan and I | | +| | | | upgrade to a | | +| | | | smartphone, can | | +| | | | I keep my | | +| | | | existing | | +| | | | unlimited | | +| | | | plan?No. When | | +| | | | moving from a | | +| | | | Basic/Quick | | +| | | | Messaging | | +| | | | Device to a | | +| | | | smartphone, one | | +| | | | of the new- | | +| | | | tiered | | +| | | | smartphone data | | +| | | | plans must be | | +| | | | chosen. Only | | +| | | | customers | | +| | | | upgrading from | | +| | | | a smartphone to | | +| | | | a smartphone | | +| | | | are allowed to | | +| | | | maintain an | | +| | | | unlimited data | | +| | | | plan. Transfer | | +| | | | of Billing | | +| | | | Responsibility | | +| | | | (ToBR) When I | | +| | | | complete a | | +| | | | ToBR, can my | | +| | | | line keep the | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan?CRU | | +| | | | customers who | | +| | | | perform a ToBR | | +| | | | to a SIG may | | +| | | | keep the | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan if the | | +| | | | plan allows SIG | | +| | | | usage. ToBRs | | +| | | | performed for | | +| | | | any other | | +| | | | customer type | | +| | | | are only | | +| | | | allowed to keep | | +| | | | the plan if the | | +| | | | ToBR | | +| | | | transaction | | +| | | | does not remove | | +| | | | the rate | | +| | | | plan.When I | | +| | | | complete a | | +| | | | ToBR, can my | | +| | | | line keep the | | +| | | | custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan?Custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are | | +| | | | exclusive to | | +| | | | FANs with Offer | | +| | | | Elements | | +| | | | allowing those | | +| | | | custom plans. | | +| | | | Customers who | | +| | | | complete a ToBR | | +| | | | can only keep | | +| | | | the custom | | +| | | | unlimited | | +| | | | smartphone plan | | +| | | | if the target | | +| | | | account has a | | +| | | | FAN with Offer | | +| | | | Elements | | +| | | | allowing that | | +| | | | custom plan. | | +| | | | Government on | | +| | | | Custom LTE | | +| | | | Unlimited | | +| | | | Smartphone Data | | +| | | | Plans When I | | +| | | | complete a | | +| | | | Government CRU | | +| | | | ToBR to a SIG, | | +| | | | can my line | | +| | | | keep the custom | | +| | | | LTE unlimited | | +| | | | smartphone data | | +| | | | plan?Custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are | | +| | | | exclusive to | | +| | | | FANs with Offer | | +| | | | Elements | | +| | | | allowing those | | +| | | | custom plans. | | +| | | | Customers who | | +| | | | complete a ToBR | | +| | | | can only keep | | +| | | | the custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan if the | | +| | | | target account | | +| | | | has a FAN with | | +| | | | Offer Elements | | +| | | | allowing that | | +| | | | custom plan. | | +| | | | Source: | | +| | | | Content: iPhone | | +| | | | and most | | +| | | | BlackBerry | | +| | | | smartphones) | | +| | | | When using, you | | +| | | | are charged the | | +| | | | international | | +| | | | data rates.  | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming. | | +| | | | Exception: | | +| | | | Visual | | +| | | | Voicemail with | | +| | | | International | | +| | | | Data plan. If | | +| | | | needed, see | | +| | | | International | | +| | | | Roaming | | +| | | | Voicemail | | +| | | | Instructions | | +| | | | and Charge. | | +| | | | 5 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see | | +| | | | Provisioning | | +| | | | International | | +| | | | Roaming | | +| | | | Features. | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international | | +| | | | roaming | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Provisioning | | +| | | | international | | +| | | | roaming (IR) | | +| | | | features | | +| | | | (voice, | | +| | | | messaging, or | | +| | | | data) on a line | | +| | | | of service | | +| | | | enables | | +| | | | customers to | | +| | | | use voice, | | +| | | | messaging, and | | +| | | | data service, | | +| | | | depending on | | +| | | | their device, | | +| | | | while traveling | | +| | | | abroad. An IR | | +| | | | feature is | | +| | | | required on | | +| | | | each CTN that | | +| | | | plans to travel | | +| | | | internationally | | +| | | | or their | | +| | | | devices will | | +| | | | not work on the | | +| | | | cellular | | +| | | | network. Back | | +| | | | to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if a | | +| | | | feature was | | +| | | | provisioned | | +| | | | properly for | | +| | | | the customer: | | +| | | | Follow the | | +| | | | TORCH | | +| | | | guidelines.  | | +| | | | Provision the | | +| | | | feature, if | | +| | | | needed. If this | | +| | | | does not | | +| | | | resolve the | | +| | | | issue, use | | +| | | | standard | | +| | | | troubleshooting | | +| | | | steps to | | +| | | | determine the | | +| | | | issue (for | | +| | | | example: check | | +| | | | if the device | | +| | | | is | | +| | | | international | | +| | | | capable). If | | +| | | | unable to | | +| | | | provision a | | +| | | | feature: | | +| | | | File an Unable | | +| | | | to Complete | | +| | | | Transaction | | +| | | | Clarify case. | | +| | | | See your | | +| | | | channel's | | +| | | | Clarify case | | +| | | | policy. If the | | +| | | | issue continue, | | +| | | | transfer the | | +| | | | call to BMTS. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | feature only, | | +| | | | in the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice: | | +| | | | International | | +| | | | (INTL).  Data | | +| | | | Roaming | | +| | | | Profile: DREP | | +| | | | NATL or DREP | | +| | | | NATL NOCANMEX.  | | +| | | | Refer to | | +| | | | Roaming Profile | | +| | | | Field - TORCH. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | and Data | | +| | | | feature, in the | | +| | | | Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice Roaming | | +| | | | Profile: | | +| | | | DATA_INTL_PC100 | | +| | | | or | | +| | | | International. | | +| | | | Data Roaming | | +| | | | Profile: DREP_D | | +| | | | ATA_INTL_PC100 | | +| | | | or DREP INTL. | | +| | | | Refer to | | +| | | | Roaming | | +| | | |  Profile Field | | +| | | | - TORCH . BMTS | | +| | | | resolves | | +| | | | technical | | +| | | | issues for all | | +| | | | customer types | | +| | | | while roaming | | +| | | | overseas: | | +| | | | When a customer | | +| | | | is not properly | | +| | | | provisioned | | +| | | | when arriving | | +| | | | overseas, after | | +| | | | checking | | +| | | | eligibility and | | +| | | | authorization, | | +| | | | proceed to | | +| | | | provision the | | +| | | | international | | +| | | | feature.  | | +| | | | Check | | +| | | | provisioning as | | +| | | | stated above | | +| | | | and Test the | | +| | | | Resolution | | +| | | | (TTR): Only | | +| | | | if | | +| | | | unsuccessful, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS for a | | +| | | | resolution. | | +| | | | Suggested | | +| | | | Verbiage: | | +| | | | Mr./Ms. | | +| | | |  [Customer | | +| | | | Name], I just | | +| | | | added the | | +| | | | international | | +| | | | feature for | | +| | | | you. I am going | | +| | | | to partner you | | +| | | | with one of | | +| | | | Contoso's Advanced | | +| | | | Technical | | +| | | | Support | | +| | | | specialists who | | +| | | | will ensure you | | +| | | | will be able to | | +| | | | use your | | +| | | | service where | | +| | | | you are.  | | +| | | | Provide the | | +| | | | customer the | | +| | | | free number to | | +| | | | call from their | | +| | | | wireless phone | | +| | | | +1.314.925.6925 | | +| | | | .  If calling | | +| | | | from a wired | | +| | | | phone, a BMTS | | +| | | | specialist | | +| | | | calls back to | | +| | | | minimize the | | +| | | | cost to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key. For | | +| | | | the BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | If the customer | | +| | | | is calling on | | +| | | | behalf of the | | +| | | | end-user | | +| | | | (device not in | | +| | | | hand): Ask | | +| | | | the caller if | | +| | | | the end-user | | +| | | | has an | | +| | | | alternate | | +| | | | number they can | | +| | | | be contacted | | +| | | | on.  If there | | +| | | | is no alternate | | +| | | | number, provide | | +| | | | the customer | | +| | | | with the number | | +| | | | to BMTS at+1.31 | | +| | | | 4.925.6925, so | | +| | | | they can advise | | +| | | | the end-user to | | +| | | | call when they | | +| | | | are available | | +| | | | to continue tro | | +| | | | ubleshooting. | | +| | | | Customers | | +| | | | should | | +| | | | indicate: | | +| | | | Location Issue | | +| | | | Wireless | | +| | | | number  | | +| | | | Callback number | | +| | | | C-Level | | +| | | | customers (High | | +| | | | Level | | +| | | | Enterprise | | +| | | | Executives): | | +| | | | A special team | | +| | | | in BMTS handles | | +| | | | for IR issues.  | | +| | | | If a customer | | +| | | | self-identifies | | +| | | | as a C-Level | | +| | | | customer and | | +| | | | they are having | | +| | | | IR issues, | | +| | | | bridge the call | | +| | | | to BMTS and | | +| | | | tell the | | +| | | | representative | | +| | | | you have a | | +| | | | C-Level | | +| | | | customer. If a | | +| | | | CRU end-user, | | +| | | | AOP, or TCM | | +| | | | requests you | | +| | | | contact another | | +| | | | AOP/TCM/end- | | +| | | | user traveling | | +| | | | overseas, | | +| | | | advise the | | +| | | | caller that we | | +| | | | do not have | | +| | | | overseas | | +| | | | dialing | | +| | | | permissions | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 14 | Why are some | Some | Content: | 10 | +| | customers | customers | orship, | | +| | charged with | may be | Partnership and | | +| | Advanced | charged with | LLP accounts). | | +| | Payments for | Advanced | See Processing | | +| | business | Payments for | Contoso CRM Orders | | +| | internet | business | and Payments | | +| | service? | internet | with Contoso | | +| | | service due | Secure Portal | | +| | | to their | in AssistEdge - | | +| | | payment and | BCS. For | | +| | | credit | Corporations, | | +| | | history | check the SSN | | +| | | (Source: | Refused box and | | +| | | context). | enter | | +| | | Contoso | 10/10/1980 for | | +| | | Internet for | Date of Birth. | | +| | | Business | Read the credit | | +| | | requires an | check | | +| | | advance | disclosure to | | +| | | payment of | the customer. | | +| | | $100 or $200 | To determine | | +| | | for high and | service | | +| | | unknown | eligibility and | | +| | | credit risk | complete your | | +| | | customers, | order, we will | | +| | | which will | initiate a | | +| | | be applied | credit check or | | +| | | as a credit | share your | | +| | | on their | existing credit | | +| | | first | information on | | +| | | month's bill | file with Contoso | | +| | | (Source: | companies. Is | | +| | | context). | that okay? | | +| | | | If the customer | | +| | | | declines the | | +| | | | credit check, | | +| | | | stop the order | | +| | | | and advise the | | +| | | | customer that | | +| | | | the order | | +| | | | cannot be | | +| | | | completed. | | +| | | | Refer to Contoso | | +| | | | Internet for | | +| | | | Business Credit | | +| | | | Policy for | | +| | | | additional | | +| | | | talking points | | +| | | | If the customer | | +| | | | agrees to the | | +| | | | credit check, | | +| | | | click Next. | | +| | | | Account Screen | | +| | | | Ask the | | +| | | | customer to | | +| | | | provide a | | +| | | | 4-digit | | +| | | | passcode and | | +| | | | enter it into | | +| | | | the Pass Code | | +| | | | field. Set | | +| | | | passcode | | +| | | | expectations. | | +| | | | The passcode | | +| | | | must be | | +| | | | provided as | | +| | | | part of the | | +| | | | account | | +| | | | authentication | | +| | | | process for | | +| | | | their broadband | | +| | | | service/account | | +| | | | . If the | | +| | | | passcode is | | +| | | | forgotten, | | +| | | | their | | +| | | | authentication | | +| | | | question will | | +| | | | be asked. A | | +| | | | email | | +| | | | containing | | +| | | | their passcode | | +| | | | will be sent | | +| | | | via email or | | +| | | | regular mail. | | +| | | | Select the | | +| | | | customer's | | +| | | | preferred | | +| | | | language from | | +| | | | the Spoken | | +| | | | Language field | | +| | | | and then click | | +| | | | Next. Review | | +| | | | the credit | | +| | | | check results | | +| | | | in the middle | | +| | | | left of the | | +| | | | screen. Credit | | +| | | | Check Results - | | +| | | | Screenshot | | +| | | | Advise the | | +| | | | customer if an | | +| | | | Advance Payment | | +| | | | is required. | | +| | | | Credit Class | | +| | | | Details | | +| | | | Low Risk (L) | | +| | | | No restrictions | | +| | | | No payment | | +| | | | needed | | +| | | | Medium Risk (M) | | +| | | | Unknown Risk | | +| | | | (U) $100 | | +| | | | Advance Payment | | +| | | | required for | | +| | | | IP-DSL. $200 | | +| | | | Advance Payment | | +| | | | required for | | +| | | | ABF/FBS (FTBB). | | +| | | | Requires | | +| | | | AutoPay. | | +| | | | High Risk (H) | | +| | | | Advise the | | +| | | | customer that | | +| | | | the Advance | | +| | | | Payment will be | | +| | | | applied as a | | +| | | | credit on their | | +| | | | monthly bill. | | +| | | | Review | | +| | | | paperless | | +| | | | billing | | +| | | | options. | | +| | | | From the Paper | | +| | | | Bill field, | | +| | | | select the | | +| | | | drop-down. | | +| | | | Select No > | | +| | | | Next. On the | | +| | | | confirmation | | +| | | | pop-up window, | | +| | | | select OK. | | +| | | | Click Next. | | +| | | | Enter the | | +| | | | billing address | | +| | | | and click | | +| | | | Validate. | | +| | | | Click Next. | | +| | | | Negotiate | | +| | | | Product | | +| | | | Configuration | | +| | | | Screen. | | +| | | | Ordering Contoso | | +| | | | High Speed | | +| | | | Internet- FBS | | +| | | | (ABF) | | +| | | | Click Add next | | +| | | | to the product. | | +| | | | Select | | +| | | | Transport of | | +| | | | FTTB-F from the | | +| | | | drop-down (when | | +| | | | available). | | +| | | | Select the | | +| | | | Speed Type | | +| | | | button of | | +| | | | Asymmetric or | | +| | | | Symmetric. | | +| | | | Select the | | +| | | | requested | | +| | | | speed. | | +| | | | Asymmetric | | +| | | | offers higher | | +| | | | downstream | | +| | | | speeds and | | +| | | | lower upstream | | +| | | | speeds. | | +| | | | Symmetric | | +| | | | offers the same | | +| | | | downstream and | | +| | | | upstream | | +| | | | speeds. If | | +| | | | Static IP is | | +| | | | requested, | | +| | | | select Static | | +| | | | from the IP | | +| | | | Type drop-down. | | +| | | | Select quantity | | +| | | | from the IP | | +| | | | Quantity drop- | | +| | | | down. If | | +| | | | Static is not | | +| | | | ordered, | | +| | | | Dynamic is the | | +| | | | default. | | +| | | | Select Yes for | | +| | | | Inside Wire | | +| | | | Site Survey. | | +| | | | Ordering Contoso | | +| | | | Internet (IP- | | +| | | | DSL) Click | | +| | | | Add next to the | | +| | | | product. All | | +| | | | speeds | | +| | | | available at | | +| | | | the location | | +| | | | will display. | | +| | | | Select the | | +| | | | requested | | +| | | | speed. If | | +| | | | Static IP is | | +| | | | requested, | | +| | | | select Static | | +| | | | from the IP | | +| | | | Type drop-down. | | +| | | | Select quantity | | +| | | | from the IP | | +| | | | Quantify drop- | | +| | | | down. If | | +| | | | Static is not | | +| | | | ordered, | | +| | | | Dynamic is the | | +| | | | default. | | +| | | | Negotiate | | +| | | | Product | | +| | | | Configuration | | +| | | | Screen - Add | | +| | | | promotions. | | +| | | | Click Check | | +| | | | Configuration > | | +| | | | Get Offers > | | +| | | | More | | +| | | | Promotions. | | +| | | | Heads up: Do | | +| | | | not select | | +| | | | Waive next to | | +| | | | the $99 | | +| | | | installation | | +| | | | fee. This | | +| | | | option is not | | +| | | | used. | | +| | | | Click Add | | +| | | | Promotion to | | +| | | | the right of | | +| | | | Contoso Internet. | | +| | | | Select General | | +| | | | Market from the | | +| | | | Sales Offer | | +| | | | Mode drop-down | | +| | | | in the Basic | | +| | | | Promotions | | +| | | | section. | | +| | | | Select the | | +| | | | appropriate | | +| | | | promotion. | | +| | | | The system | | +| | | | determines | | +| | | | eligibility for | | +| | | | the Highly | | +| | | | Competitive | | +| | | | Market (HCM) | | +| | | | pricing. If | | +| | | | the customer is | | +| | | | in a HCM, | | +| | | | select the | | +| | | | appropriate HCM | | +| | | | promotion. If | | +| | | | the customer is | | +| | | | not in a HCM, | | +| | | | select the | | +| | | | appropriate | | +| | | | promotion. | | +| | | | If available, | | +| | | | select General | | +| | | | Market from the | | +| | | | Sales Offer | | +| | | | Mode drop-down | | +| | | | in the | | +| | | | Additional | | +| | | | Promotions | | +| | | | section. | | +| | | | Select the | | +| | | | appropriate | | +| | | | promotion and | | +| | | | click Save. | | +| | | | Verify that the | | +| | | | monthly fee | | +| | | | reflects the | | +| | | | appropriate | | +| | | | dollar amount. | | +| | | | If the customer | | +| | | | wants to split | | +| | | | the Installment | | +| | | | Fee Source: | | +| | | | Content: ¶ ¶ | | +| | | | Selling Contoso | | +| | | | Internet to | | +| | | | High and | | +| | | | Unknown credit | | +| | | | risk customers | | +| | | | requires an | | +| | | | advance payment | | +| | | | of $100 or | | +| | | | $200.¶ ¶ | | +| | | | Advance | | +| | | | payments appear | | +| | | | as a credit on | | +| | | | the first bill. | | +| | | | Cancelling an | | +| | | | order and | | +| | | | placing a | | +| | | | reorder for any | | +| | | | reason requires | | +| | | | SPOC engagement | | +| | | | to avoid an | | +| | | | additional | | +| | | | advance | | +| | | | payment. When | | +| | | | cancelling a | | +| | | | pending order | | +| | | | without | | +| | | | processing a | | +| | | | reorder, the | | +| | | | system | | +| | | | automatically | | +| | | | refunds the | | +| | | | advance payment | | +| | | | 61 days after | | +| | | | it is | | +| | | | collected. | | +| | | | Suggested | | +| | | | verbiage: | | +| | | | Mr./Ms. | | +| | | | [Customer | | +| | | | Name], due to | | +| | | | your payment | | +| | | | and credit | | +| | | | history, Contoso | | +| | | | will need to | | +| | | | collect an | | +| | | | advance payment | | +| | | | of [$xxx.xx] in | | +| | | | order to place | | +| | | | your order for | | +| | | | Contoso Internet | | +| | | | service. The | | +| | | | advance payment | | +| | | | will not be | | +| | | | refunded, but | | +| | | | instead will be | | +| | | | applied to your | | +| | | | first month’s | | +| | | | bill.¶ ¶ ¶ ¶ | | +| | | | Attach an | | +| | | | Advance Payment | | +| | | | to an Account¶ | | +| | | | ¶ ExpressPay | | +| | | | automatically | | +| | | | launches from | | +| | | | the Negotiate | | +| | | | Pricing and | | +| | | | Billing screen. | | +| | | | Reference | | +| | | | Processing Contoso | | +| | | | CRM Orders and | | +| | | | Payments with | | +| | | | Contoso Secure | | +| | | | Portal in | | +| | | | AssistEdge - | | +| | | | BCSS¶ ¶ | | +| | | | Select One-Time | | +| | | | Payment. | | +| | | | Enter¶ Payment | | +| | | | amountCredit | | +| | | | card type (gift | | +| | | | cards are | | +| | | | invalid for | | +| | | | this payment)¶ | | +| | | | Confirmation | | +| | | | number | | +| | | | populates on | | +| | | | the NSCI | | +| | | | screen.Contoso may | | +| | | | conduct a preau | | +| | | | thorization on | | +| | | | the credit | | +| | | | card, which | | +| | | | imposes a fee | | +| | | | of $1.01, which | | +| | | | is later | | +| | | | cancelled. If a | | +| | | | preauthorizatio | | +| | | | n fee applies, | | +| | | | advise the | | +| | | | charge may be | | +| | | | held for 7-10 | | +| | | | days before the | | +| | | | charge | | +| | | | removes.The | | +| | | | card does not | | +| | | | have to be in | | +| | | | the caller's | | +| | | | name, as long | | +| | | | as the card | | +| | | | number and CVV | | +| | | | are provided. | | +| | | | Follow all | | +| | | | disclosure | | +| | | | requirements in | | +| | | | the ExpressPay/ | | +| | | | AutoPay | | +| | | | system.¶ ¶ | | +| | | | Cancel/Reissue | | +| | | | Order - SPOCs | | +| | | | Only¶ ¶ Check | | +| | | | the account to | | +| | | | ensure no | | +| | | | advanced | | +| | | | payment or | | +| | | | Credit | | +| | | | Management Fee | | +| | | | (CMF, a Non- | | +| | | | Refundable | | +| | | | Credit Fee) | | +| | | | exists.¶ ¶ If | | +| | | | an order must | | +| | | | be canceled and | | +| | | | reissued for | | +| | | | any reason, | | +| | | | complete the | | +| | | | following to | | +| | | | avoid charging | | +| | | | the advanced | | +| | | | payment or CMF | | +| | | | twice.¶ ¶ In | | +| | | | the Interaction | | +| | | | Toolbox, | | +| | | | select:¶ ¶ | | +| | | | Reason 1: | | +| | | | PaymentsReason | | +| | | | 2: Payment | | +| | | | Inquiry¶ | | +| | | | Select ePay to | | +| | | | view payment | | +| | | | activity and | | +| | | | the order to | | +| | | | cancel. Under | | +| | | | Payment | | +| | | | Details, select | | +| | | | Reverse to | | +| | | | reverse the | | +| | | | payment.¶ If | | +| | | | the order is | | +| | | | complete, | | +| | | | cancelling | | +| | | | takes up to 5 | | +| | | | business days | | +| | | | for funds | | +| | | | reversal.¶ | | +| | | | Source: | | +| | | | Content: into | | +| | | | several | | +| | | | payments, enter | | +| | | | the installment | | +| | | | details. Do not | | +| | | | proactively | | +| | | | offer this to | | +| | | | the customer. | | +| | | | Scroll down and | | +| | | | select | | +| | | | Calculate | | +| | | | Installments. | | +| | | | Select the | | +| | | | desired number | | +| | | | of months from | | +| | | | the Number of | | +| | | | Installments | | +| | | | drop-down. | | +| | | | Click OK. | | +| | | | Click Next. | | +| | | | Negotiate | | +| | | | Reason Codes | | +| | | | Screen If | | +| | | | U-verse | | +| | | | TV/Phone is | | +| | | | available: | | +| | | | Select Customer | | +| | | | Does Not | | +| | | | Qualify-Service | | +| | | | Availability | | +| | | | from the Reason | | +| | | | Value drop-down | | +| | | | for U-Verse TV. | | +| | | | Select Not | | +| | | | Interested from | | +| | | | the Reason | | +| | | | Value for | | +| | | | U-verse Phone. | | +| | | | Click Next. | | +| | | | If U-verse TV/ | | +| | | | Phone is not | | +| | | | available, | | +| | | | Click Next. 10 | | +| | | | Negotiating | | +| | | | Conflicting | | +| | | | Services | | +| | | | screen. Review | | +| | | | the red | | +| | | | messages that | | +| | | | appear at the | | +| | | | top of the | | +| | | | screen. If | | +| | | | no conflicts | | +| | | | exist, click | | +| | | | Next. For IP- | | +| | | | DSL orders, if | | +| | | | the customer | | +| | | | has an active | | +| | | | line at the | | +| | | | location, | | +| | | | verify the line | | +| | | | is the current | | +| | | | customer's BTN. | | +| | | | Active Line at | | +| | | | Location - | | +| | | | Screenshot | | +| | | | If the line is | | +| | | | the customer's | | +| | | | current BTN, | | +| | | | select the BTN | | +| | | | from the | | +| | | | Selected TNs | | +| | | | drop-down. | | +| | | | Select BTN - | | +| | | | Screenshot If | | +| | | | the line is not | | +| | | | associated with | | +| | | | the current | | +| | | | customer or the | | +| | | | customer | | +| | | | requests not to | | +| | | | have the IP-DSL | | +| | | | line share that | | +| | | | BTN, contact a | | +| | | | SPOC. If there | | +| | | | is not an | | +| | | | active line at | | +| | | | the location, | | +| | | | select None. | | +| | | | Select None - | | +| | | | Screenshot | | +| | | | For Working | | +| | | | Service on | | +| | | | Premises, see | | +| | | | Contoso Internet | | +| | | | for Business | | +| | | | (Order Types) - | | +| | | | BCSS. 11 | | +| | | | Negotiate Due | | +| | | | Date screen.Not | | +| | | | e: Riser | | +| | | | Management | | +| | | | buildings are | | +| | | | where the | | +| | | | building owner | | +| | | | has decided to | | +| | | | have their own | | +| | | | company provide | | +| | | | inside wiring | | +| | | | instead of | | +| | | | having Contoso run | | +| | | | the wiring. | | +| | | |  You get a pop- | | +| | | | up, as a | | +| | | | reminder, to | | +| | | | ask the | | +| | | | customer if | | +| | | | they are in a | | +| | | | Riser | | +| | | | Management | | +| | | | building.  If | | +| | | | they are, | | +| | | | ensure you read | | +| | | | the statement | | +| | | | to them.  If | | +| | | | they know they | | +| | | | are not, you | | +| | | | hit close and | | +| | | | continue your | | +| | | | order BAU.  For | | +| | | | situations | | +| | | | where a | | +| | | | customer does | | +| | | | not know, the | | +| | | | customer can | | +| | | | ask the | | +| | | | building owner/ | | +| | | | management | | +| | | | company if they | | +| | | | have their own | | +| | | | inside wiring | | +| | | | company.  Make | | +| | | | sure that the | | +| | | | customer | | +| | | | understands if | | +| | | | they are in a | | +| | | | Riser | | +| | | | Management | | +| | | | building, this | | +| | | | is a due date | | +| | | | to ensure the | | +| | | | wiring process | | +| | | | is started with | | +| | | | the Riser | | +| | | | Manager. | | +| | | |  Depending on | | +| | | | the Riser | | +| | | | Management | | +| | | | companies time | | +| | | | line, this | | +| | | | typically | | +| | | | pushes a due | | +| | | | date out 1-2 | | +| | | | weeks from the | | +| | | | original site | | +| | | | visit.  This | | +| | | | process only | | +| | | | applies to any | | +| | | | provide, move, | | +| | | | or transport | | +| | | | type change to | | +| | | | FTTB-F or | | +| | | | FTTB-C or GPON. | | +| | | |  You will not | | +| | | | see this pop-up | | +| | | | in situations | | +| | | | where it | | +| | | | doesn’t apply. | | +| | | |  If you see it, | | +| | | | follow the | | +| | | | above process. | | +| | | | Select the | | +| | | | calendar icon | | +| | | | located next to | | +| | | | the Contoso Due | | +| | | | Date field. | | +| | | | Select the | | +| | | | requested | | +| | | | date.  Dates | | +| | | | with a red line | | +| | | | through are not | | +| | | | available. If | | +| | | | the customer | | +| | | | needs an | | +| | | | expedited Due | | +| | | | Date or an | | +| | | | error message | | +| | | | is received | | +| | | | when selecting | | +| | | | a Due Date, | | +| | | | contact a SPOC. | | +| | | | Select the time | | +| | | | window. On the | | +| | | | ATT Contact | | +| | | | tab:  Enter | | +| | | | the | | +| | | | Installation | | +| | | | Business Name. | | +| | | | For Contoso | | +| | | | Business Fiber | | +| | | | orders, enter | | +| | | | your ATTUID, | | +| | | | Contact Number, | | +| | | | and Name. In | | +| | | | the Comments to | | +| | | | Technician box, | | +| | | | enter details | | +| | | | necessary for | | +| | | | completing the | | +| | | | installation | | +| | | | (security | | +| | | | codes, network | | +| | | | interface | | +| | | | location). If | | +| | | | needed, update | | +| | | | the Order | | +| | | | Contact First | | +| | | | Name, Order | | +| | | | Contact Last | | +| | | | Name, and Phone | | +| | | | Number if there | | +| | | | is a specific | | +| | | | person who will | | +| | | | be on the | | +| | | | premises for | | +| | | | the | | +| | | | installation. | | +| | | | Click Next. 12 | | +| | | | Negotiate | | +| | | | Security Credit | | +| | | | Information | | +| | | | Screen If the | | +| | | | credit check | | +| | | | resulted in a | | +| | | | required | | +| | | | Advance | | +| | | | Payment, | | +| | | | ExpressPay | | +| | | | automatically | | +| | | | launches. | | +| | | | Collect the | | +| | | | required | | +| | | | Advance Payment | | +| | | | and set up | | +| | | | AutoPay. | | +| | | | See Processing | | +| | | | Contoso CRM Orders | | +| | | | and Payments | | +| | | | with Contoso | | +| | | | Secure Portal | | +| | | | in AssistEdge - | | +| | | | BCSS Present | | +| | | | the | | +| | | | check/savings | | +| | | | account option | | +| | | | before offering | | +| | | | a credit card | | +| | | | or debit card. | | +| | | | Set | | +| | | | expectations: | | +| | | | AutoPay | | +| | | | withdraws the | | +| | | | total amount | | +| | | | due from a | | +| | | | customer's chec | | +| | | | king/saving/deb | | +| | | | it account on | | +| | | | the bill due by | | +| | | | date. Credit | | +| | | | cards are | | +| | | | charged 8 days | | +| | | | after the date | | +| | | | the monthly | | +| | | | bill cycle | | +| | | | ends. | | +| | | | Refer to | | +| | | | Advance | | +| | | | Payments for | | +| | | | Contoso Internet > | | +| | | |  Attach an | | +| | | | Advance Payment | | +| | | | to an Account. | | +| | | | 13 Submit | | +| | | | Order Action | | +| | | | screen. On | | +| | | | the General | | +| | | | Information | | +| | | | tab, click View | | +| | | | Disclosure. | | +| | | | Click Click | | +| | | | Here to View | | +| | | | Disclosure. | | +| | | | Cover the | | +| | | | following | | +| | | | sections: | | +| | | | Discl Source: | | +| | | | Content: What's | | +| | | | New Effective | | +| | | | April 30, 2023 | | +| | | | - Rates for | | +| | | | Copper | | +| | | | Broadband have | | +| | | | increased for | | +| | | | NEW customers.  | | +| | | | Effective April | | +| | | | 16, 2023 - New | | +| | | | and existing | | +| | | | customers | | +| | | | purchasing | | +| | | | Static IPs will | | +| | | | receive an | | +| | | | increase of | | +| | | | $15/per mo.  | | +| | | | March 3, 2023 | | +| | | | - Important | | +| | | | Reminder - For | | +| | | | Fiber to Fiber | | +| | | | and Copper to | | +| | | | Copper speed | | +| | | | change | | +| | | | requests, do | | +| | | | not disconnect | | +| | | | service and | | +| | | | create a new | | +| | | | order/BAN in | | +| | | | lieu of issuing | | +| | | | a change order. | | +| | | | See Speed | | +| | | | Change | | +| | | | Procedures for | | +| | | | scenarios.  | | +| | | | Effective | | +| | | | August 31, | | +| | | | 2022, Bloopy is | | +| | | | being retired. | | +| | | | Please use the | | +| | | | shopping cart | | +| | | | icon in CRM to | | +| | | | validate an | | +| | | | address. Call | | +| | | | Flow | Product | | +| | | | Details | | | +| | | | Pricing | What | | +| | | | the Customer | | +| | | | Needs to Know | | | +| | | | New Service | | +| | | | Order | | +| | | | Procedures | | | +| | | | Speed Change | | +| | | | Procedures | | | +| | | | Additional | | +| | | | Procedures | | | +| | | | Additional | | +| | | | Resources | | | +| | | | FAQ What I | | +| | | | Need to Know | | +| | | | Initial call | | +| | | | resolution | | +| | | | should occur | | +| | | | prior to making | | +| | | | a non-discover | | +| | | | based product | | +| | | | offer. Ensure | | +| | | | CPNI consent | | +| | | | has been | | +| | | | obtained prior | | +| | | | to promoting | | +| | | | the product. | | +| | | | Refer to | | +| | | | Customer | | +| | | | Proprietary | | +| | | | Network | | +| | | | Information | | +| | | | (CPNI) - BCSS. | | +| | | |  Contoso Internet | | +| | | | for Business is | | +| | | | available to | | +| | | | Internet | | +| | | | qualified Small | | +| | | | Business | | +| | | | customers: | | +| | | | Without | | +| | | | Internet | | +| | | | service (Contoso | | +| | | | HSI or | | +| | | | competitors). | | +| | | | With Cable | | +| | | | Internet | | +| | | | services who | | +| | | | would like to | | +| | | | switch to Contoso. | | +| | | | With Contoso HSI | | +| | | | service that | | +| | | | would like a | | +| | | | faster speed. | | +| | | | Only promote | | +| | | | the product to | | +| | | | an | | +| | | | AOP/DD/DM/TCM | | +| | | | (CRU with FAN) | | +| | | | or Account | | +| | | | Holder (Non-FAN | | +| | | | CRU). The | | +| | | | customer must | | +| | | | be located in | | +| | | | Contoso's 21 | | +| | | | States | | +| | | | footprint. 9 | | +| | | | States (SE): | | +| | | | Alabama, | | +| | | | Florida, | | +| | | | Georgia, | | +| | | | Kentucky, | | +| | | | Louisiana, | | +| | | | Mississippi, | | +| | | | North Carolina, | | +| | | | South Carolina, | | +| | | | and Tennessee. | | +| | | | 12 States: | | +| | | | Arkansas, | | +| | | | California, | | +| | | | Illinois, | | +| | | | Indiana, | | +| | | | Kansas, | | +| | | | Michigan, | | +| | | | Missouri, | | +| | | | Nevada, Ohio, | | +| | | | Oklahoma, | | +| | | | Texas, and | | +| | | | Wisconsin. | | +| | | | Assist | | +| | | | customers with | | +| | | | new service and | | +| | | | speed upgrade | | +| | | | requests only. | | +| | | | Refer all other | | +| | | | requests to the | | +| | | | appropriate | | +| | | | department. | | +| | | | Refer to Contoso | | +| | | | Internet for | | +| | | | Business Call | | +| | | | Handling. Back | | +| | | | to Top Call | | +| | | | Flow Use | | +| | | | Snapshot to | | +| | | | determine if | | +| | | | the customer | | +| | | | currently has | | +| | | | Contoso Internet | | +| | | | service. Use | | +| | | | Contoso-CRM (steps | | +| | | | 1-4 in the New | | +| | | | Service Orders | | +| | | | section), to | | +| | | | determine if | | +| | | | Contoso Internet | | +| | | | is available at | | +| | | | their address.  | | +| | | | If results | | +| | | | indicate the | | +| | | | product is not | | +| | | | available at | | +| | | | the location | | +| | | | but the | | +| | | | customer | | +| | | | insists it is, | | +| | | | refer the | | +| | | | customer to | | +| | | | Managed | | +| | | | Telesolutions | | +| | | | via the | | +| | | | referral | | +| | | | process in the | | +| | | | Additional Proc | | +| | | | edures section. | | +| | | | If the customer | | +| | | | is eligible for | | +| | | | Contoso Internet | | +| | | | for Business, | | +| | | | promote the | | +| | | | product. Do | | +| | | | not promote the | | +| | | | product to | | +| | | | Enterprise, | | +| | | | Business in a | | +| | | | Box (BIB HSI), | | +| | | | or Smart | | +| | | | Business Suite | | +| | | | (SBS) | | +| | | | customers. | | +| | | | Refer the | | +| | | | customer to | | +| | | | Managed | | +| | | | Telesolutions | | +| | | | via the | | +| | | | referral | | +| | | | process in the | | +| | | | Additional Proc | | +| | | | edures section. | | +| | | | Discuss product | | +| | | | details, | | +| | | | pricing, | | +| | | | promotions, and | | +| | | | installation | | +| | | | charges. Refer | | +| | | | to the Pricing | | +| | | | section. In | | +| | | | Contoso-CRM, | | +| | | | complete call | | +| | | | tracking, | | +| | | | submit the | | +| | | | order as | | +| | | | outlined in the | | +| | | | procedures and | | +| | | | add notes. | | +| | | | Verify the | | +| | | | customer's Contoso | | +| | | | Internet | | +| | | | account in | | +| | | | Contoso-CRM, see | | +| | | | Authenticating | | +| | | | Accounts in | | +| | | | CRM: Accounts | | +| | | | with Passcodes. | | +| | | | Use Clarify and | | +| | | | Contoso-CRM to | | +| | | | determine | | +| | | | available offer | | +| | | | details. | | +| | | | Verify | | +| | | | the account | | +| | | | name, service | | +| | | | address, or | | +| | | | authorized | | +| | | | caller's name | | +| | | | is similar in | | +| | | | both tools. | | +| | | | In Contoso-CRM, | | +| | | | complete call | | +| | | | tracking, | | +| | | | submit the | | +| | | | order as | | +| | | | outlined in the | | +| | | | Speed Change | | +| | | | Procedures | | +| | | | section and add | | +| | | | notes. Back to | | +| | | | Top Product | | +| | | | Details Contoso | | +| | | | Internet is the | | +| | | | next generation | | +| | | | broadband | | +| | | | service | | +| | | | bringing | | +| | | | customer | | +| | | | locations | | +| | | | closer to fiber | | +| | | | based backbone | | +| | | | and access to | | +| | | | faster speeds. | | +| | | | Product | | +| | | | Benefits Contoso | | +| | | | Internet is | | +| | | | provided by 4 | | +| | | | technologies: | | +| | | | Technology | | +| | | | Details | | +| | | | IP-DSL (aDSL2+) | | +| | | | Internet speeds | | +| | | | up to 25M | | +| | | | Fiber and | | +| | | | copper Up to 6 | | +| | | | Contoso Phone | | +| | | | lines available | | +| | | | for 5M and | | +| | | | above speeds | | +| | | | Contoso Phone not | | +| | | | available with | | +| | | | 768K speed One | | +| | | | Contoso Phone line | | +| | | | available on | | +| | | | 1.5M Two Contoso | | +| | | | Phone lines | | +| | | | available on 3M | | +| | | | Contoso-CRM | | +| | | | displays the | | +| | | | Priority | | +| | | | Network Type: | | +| | | | IP-CO or IP-RT | | +| | | | (Single Pair | | +| | | | locations) IP- | | +| | | | CO-BP or IP-RT- | | +| | | | BP (Bonded Pair | | +| | | | locations | | +| | | | Source: | | +| | | | Content: | | +| | | | formerly CIM) | | +| | | | IPBB Internet | | +| | | | protocol | | +| | | | broadband - | | +| | | | includes both | | +| | | | technologies of | | +| | | | traditional | | +| | | | (vDSL) and IP- | | +| | | | DSL (aDSL2+) | | +| | | | IP-DSL | | +| | | | Internet | | +| | | | protocol | | +| | | | broadband - | | +| | | | includes both | | +| | | | technologies of | | +| | | | : traditional | | +| | | | (vDSL) and IP- | | +| | | | DSL (aDSL2+) | | +| | | | IP-DSL Bonded | | +| | | | Pair (BP) | | +| | | | Internet | | +| | | | protocol | | +| | | | digital | | +| | | | subscriber line | | +| | | | access multi- | | +| | | | plexer ITU | | +| | | | Standards IP- | | +| | | | DSL Pair | | +| | | | Bonding allows | | +| | | | Contoso | | +| | | | technicians to | | +| | | | bond 2 lines | | +| | | | (cable pairs) | | +| | | | at a customer’s | | +| | | | address. By | | +| | | | using special | | +| | | | CPE to bond the | | +| | | | cable pairs | | +| | | | Contoso is able to | | +| | | | extend the | | +| | | | reach of | | +| | | | current speed | | +| | | | tiers. Static | | +| | | | IP Assigning | | +| | | | an IP address | | +| | | | that does not | | +| | | | change TFS | | +| | | | Technical Field | | +| | | | Services | | +| | | | (formerly SD&A) | | +| | | | vDSL Very high | | +| | | | bit-rate | | +| | | | digital | | +| | | | subscriber line | | +| | | | VRAD Video- | | +| | | | ready access | | +| | | | device. This is | | +| | | | the box that | | +| | | | sits in the | | +| | | | neighborhoods | | +| | | | that you see | | +| | | | the technicians | | +| | | | parked in front | | +| | | | of when they | | +| | | | are installing | | +| | | | . In most | | +| | | | cases, it sits | | +| | | | next to a SAI | | +| | | | (service access | | +| | | | interface) | | +| | | | terminal | | +| | | | (crossbox). | | +| | | | Business | | +| | | | Internet Online | | +| | | | Sales Tool | | +| | | | Login: bband | | +| | | | Password: | | +| | | | Speed4u@att | | +| | | | Back to Top | | +| | | | FAQ How do I | | +| | | | identify a | | +| | | | Business in a | | +| | | | Box (BIB HSI) | | +| | | | account? In | | +| | | | Contoso-CRM, a | | +| | | | VDNASB Account | | +| | | | banner | | +| | | | displays. | | +| | | | Business in a | | +| | | | Box - | | +| | | | Screenshot. | | +| | | | How do I | | +| | | | identify an | | +| | | | Enterprise | | +| | | | account? A red | | +| | | | Enterprise | | +| | | | Account banner | | +| | | | displays at the | | +| | | | top of the | | +| | | | screen. | | +| | | | Enterprise | | +| | | | Account - | | +| | | | Screenshot. | | +| | | | How do I | | +| | | | identify a | | +| | | | Smart Business | | +| | | | Suite (SBS) | | +| | | | account? The | | +| | | | Account | | +| | | | Information | | +| | | | column displays | | +| | | | the Billing as | | +| | | | UB Converged | | +| | | | Bill. SBS | | +| | | | Account - | | +| | | | Screenshot An | | +| | | | SBS warning | | +| | | | message will | | +| | | | also display | | +| | | | when attempting | | +| | | | to place an | | +| | | | order. SBS | | +| | | | Account Warning | | +| | | | Message - | | +| | | | Screenshot | | +| | | | Customers are | | +| | | | asking if they | | +| | | | can self- | | +| | | | install the | | +| | | | Internet, is | | +| | | | this an option. | | +| | | | If the customer | | +| | | | asks if they | | +| | | | can complete | | +| | | | the install | | +| | | | instead of | | +| | | | having a | | +| | | | technician | | +| | | | complete it, | | +| | | | contact a SPOC. | | +| | | | How can a | | +| | | | customer return | | +| | | | their | | +| | | | equipment? | | +| | | | Access the | | +| | | | U-Verse Return | | +| | | | Label Site | | +| | | | username: | | +| | | | uverse | | +| | | | password: | | +| | | | cpereturn | | +| | | | Click on Create | | +| | | | a Return Label | | +| | | | Enter BAN # | | +| | | | Click Next | | +| | | | Select | | +| | | | customers | | +| | | | equipment from | | +| | | | the dropdown | | +| | | | menu Click Add | | +| | | | Item Select | | +| | | | Return Reason | | +| | | | from dropdown | | +| | | | menu Add a | | +| | | | note in the | | +| | | | Return Notes | | +| | | | section Click | | +| | | | Next Complete | | +| | | | Customer | | +| | | | Information | | +| | | | Click Next | | +| | | | Verify | | +| | | | Information, if | | +| | | | correct click | | +| | | | Submit Click | | +| | | | Create Label | | +| | | | Click Next | | +| | | | Select | | +| | | | preferred label | | +| | | | type: Email to | | +| | | | customer or | | +| | | | Send postcard | | +| | | | to customer | | +| | | | Click Generate | | +| | | | Label Click | | +| | | | Done Who | | +| | | | assists | | +| | | | customers with | | +| | | | equipment | | +| | | | questions? | | +| | | | Customers with | | +| | | | existing | | +| | | | service are | | +| | | | referred to | | +| | | | U-Verse | | +| | | | Business Tech | | +| | | | Support. New | | +| | | | service order | | +| | | | customers are | | +| | | | assisted by the | | +| | | | technician | | +| | | | during the | | +| | | | installation | | +| | | | process. When | | +| | | | does the | | +| | | | customer | | +| | | | receive their | | +| | | | bill statement? | | +| | | | Bill processing | | +| | | | takes about 5 | | +| | | | days from the | | +| | | | bill cycle | | +| | | | date. Online | | +| | | | bills are | | +| | | | viewable 8 days | | +| | | | after the bill | | +| | | | cycle date. | | +| | | | Paper bills are | | +| | | | received 10 | | +| | | | days after the | | +| | | | bill cycle | | +| | | | date. Do IPs | | +| | | | change with a | | +| | | | speed upgrade/d | | +| | | | owngrade or a | | +| | | | transport | | +| | | | change for a | | +| | | | higher speed? | | +| | | | No, IP | | +| | | | addresses do | | +| | | | not change. | | +| | | | How do I ensure | | +| | | | I get credit | | +| | | | for my sale? | | +| | | | From the | | +| | | | Negotiate | | +| | | | Product | | +| | | | Configuration | | +| | | | screen, click | | +| | | | the Preferences | | +| | | | hyperlink. | | +| | | | Preferences | | +| | | | Hyperlink - | | +| | | | Screenshot | | +| | | | Confirm your | | +| | | | COMP Code is | | +| | | | listed in the | | +| | | | CSR Sales Cold | | +| | | | Filed. If | | +| | | | not, enter your | | +| | | | code and click | | +| | | | OK. Comp Code - | | +| | | | Screenshot On | | +| | | | the View | | +| | | | Disclosures | | +| | | | screen, confirm | | +| | | | your COMP Code | | +| | | | is listed in | | +| | | | the Order | | +| | | | Action Sales | | +| | | | Code field. | | +| | | | If not, click | | +| | | | the Preferences | | +| | | | hyperlink, | | +| | | | enter your code | | +| | | | and click OK. | | +| | | | View | | +| | | | Disclosures - | | +| | | | Screenshot How | | +| | | | do I identify a | | +| | | | Consumer | | +| | | | account? On | | +| | | | the main | | +| | | | account screen, | | +| | | | review the Sub | | +| | | | Type Field. If | | +| | | | it says | | +| | | | Consumer Only, | | +| | | | do not access | | +| | | | the account. | | +| | | | Do not send the | | +| | | | account to the | | +| | | | Referral Line, | | +| | | | they do not | | +| | | | handle Consumer | | +| | | | accounts. | | +| | | | Complete the | | +| | | | customers' | | +| | | | request on | | +| | | | their Business | | +| | | | account and | | +| | | | offer to | | +| | | | transfer them | | +| | | | to | | +| | | | Consumer.Heads | | +| | | | up: If it says | | +| | | | Consumer Small | | +| | | | Office, you can | | +| | | | sell to the | | +| | | | account. | | +| | | | Consumer | | +| | | | Account - | | +| | | | Screenshot | | +| | | | Back to Top | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 15 | What devices | There are | Content: 7 | 10 | +| | are eligible | different | Plus. | | +| | for trade in | tiers of | Customers who | | +| | to get a | eligible | purchased an | | +| | newer phone? | trade-in | eligible | | +| | | devices | smartphone | | +| | | based on | within 14 days | | +| | | their | of 9/2/22 and | | +| | | minimum | return to | | +| | | trade-in | trade-in one of | | +| | | value (TIV). | the devices | | +| | | Devices with | listed above, | | +| | | a TIV of | will get the | | +| | | $240 or more | offer credits | | +| | | include | as long as all | | +| | | iPhone 12 | other | | +| | | Pro, iPhone | requirements | | +| | | 12 Pro Max, | are met.¶ | | +| | | iPhone 13, | Process the | | +| | | iPhone 13 | trade-in and | | +| | | mini, iPhone | select the | | +| | | 13 Pro, | Price | | +| | | iPhone 13 | Protection | | +| | | Pro Max, | radio button | | +| | | iPhone 14, | titled: PRICE | | +| | | iPhone 14 | PROTECTION: Up | | +| | | Plus, iPhone | to $800 Off | | +| | | 14 Pro, | Android | | +| | | iPhone 14 | smartphones | | +| | | Pro Max, | with Trade-in | | +| | | Samsung | and purchased | | +| | | Galaxy Z | on/before | | +| | | Fold4, | September 1st | | +| | | Samsung | (Different | | +| | | Galaxy S23, | Day). The offer | | +| | | Samsung | credits will be | | +| | | Galaxy S23+, | issued manually | | +| | | and Samsung | on the back | | +| | | Galaxy S23 | end. Customers | | +| | | Ultra. | who purchase an | | +| | | Devices with | eligible | | +| | | a TIV of | smartphone on | | +| | | $130 to $229 | or after 9/2/22 | | +| | | include | and want to | | +| | | iPhone XS | trade in one of | | +| | | Max, iPhone | the devices | | +| | | 11, iPhone | impacted, will | | +| | | 11 Pro, | not be eligible | | +| | | iPhone 12 | for the | | +| | | mini, iPhone | promotional | | +| | | 11 Pro Max, | credits. On | | +| | | iPhone 12, | 8/5/22 Select | | +| | | Samsung | device trade-in | | +| | | Galaxy S20, | values (TIV) | | +| | | Samsung | changed from | | +| | | Galaxy S20 | $35 to $5 and | | +| | | 5G, Samsung | will be | | +| | | Galaxy S20 | ineligible as | | +| | | FE, Samsung | qualifying | | +| | | Galaxy S20 | trade-ins. | | +| | | FE 5G, | Trade-in | | +| | | Samsung | devices | | +| | | Galaxy S20+, | impacted: | | +| | | Samsung | Nord100, Asus | | +| | | Galaxy S20+ | Rog Phone2, | | +| | | 5G, Samsung | OnePlus 6T, | | +| | | Galaxy S20 | Razer 2, Google | | +| | | Ultra 5G, | Pixel 3, 3a, | | +| | | Samsung | 3XL, 3a XL, LG | | +| | | Galaxy | K92, Moto One | | +| | | Note20, | Ace 5G. | | +| | | Samsung | Customers who | | +| | | Galaxy | purchased an | | +| | | Note20 5G, | eligible | | +| | | Samsung | smartphone | | +| | | Galaxy | within 14 days | | +| | | Note20 | of 8/5/22 and | | +| | | Ultra, | return to | | +| | | Samsung | trade-in one | | +| | | Galaxy | of the devices | | +| | | Note20 Ultra | listed above | | +| | | 5G, Samsung | will get the | | +| | | Galaxy S21 | offer credits, | | +| | | 5G, Samsung | as long as all | | +| | | Galaxy S21+ | other | | +| | | 5G, Samsung | requirements | | +| | | Galaxy S21 | are met.¶ ¶ | | +| | | FE 5G, | Process the | | +| | | Samsung | trade-in and | | +| | | Galaxy Fold, | select the | | +| | | Samsung | Price | | +| | | Galaxy Fold | Protection | | +| | | 5G, Samsung | radio button | | +| | | Galaxy Z | titled: PRICE | | +| | | Flip3 5G, | PROTECTION: Up | | +| | | Samsung | to $800 Off | | +| | | Galaxy S21 | Android | | +| | | Ultra 5G, | smartphones | | +| | | Samsung | with Trade-in | | +| | | Galaxy S22 | and purchased | | +| | | 5G, Samsung | on/before | | +| | | Galaxy S22+ | August 4th | | +| | | 5G, Samsung | (Different | | +| | | Galaxy S22 | Day). The offer | | +| | | Ultra 5G, | credits will be | | +| | | Samsung | issued manually | | +| | | Galaxy | on the back | | +| | | ZFold2 5G, | end. Customers | | +| | | Samsung | who purchase an | | +| | | Galaxy Z | eligible | | +| | | Fold3 5G, | smartphone on | | +| | | Google Pixel | or after 8/5/22 | | +| | | 5, Google | and want to | | +| | | Pixel 5a, | trade in one of | | +| | | Google Pixel | the impacted | | +| | | 6, Google | devices will | | +| | | Pixel 6a, | not be eligible | | +| | | Google Pixel | for the | | +| | | 6 Pro, | promotional | | +| | | Google Pixel | credits. On | | +| | | 7, OnePlus 9 | 4/22/22 the | | +| | | 5G, OnePlus | Samsung A13 5G | | +| | | 9 Pro 5G, | trade-in value | | +| | | and OnePlus | (TIV) changes | | +| | | 10 Pro. | from $100 to $5 | | +| | | Devices with | and will be | | +| | | a TIV of $35 | ineligible as a | | +| | | to $129 | qualifying | | +| | | include | trade-in. | | +| | | iPhone 8, | Customers who | | +| | | iPhone 8 | purchased an | | +| | | Plus, iPhone | eligible | | +| | | SE (2nd | smartphone | | +| | | Gen), iPhone | before 4/22/22 | | +| | | SE (3rd | and trade-in a | | +| | | Gen), iPhone | Samsung A13 5G | | +| | | X, iPhone | will get the | | +| | | XR, iPhone | offer credits | | +| | | XS, Samsung | as long as all | | +| | | Galaxy A23, | other | | +| | | Samsung | requirements | | +| | | Galaxy A23 | are met. ¶ ¶ | | +| | | 5G, Samsung | Process the | | +| | | Galaxy A32, | trade-in and | | +| | | Samsung | issue the $5 | | +| | | Galaxy A32 | TIV to the | | +| | | 5G, Samsung | customer. A | | +| | | Galaxy A42 | radio button | | +| | | 5G, Samsung | for the offer | | +| | | Galaxy A51 | will not | | +| | | 5G, Samsung | display due to | | +| | | Galaxy A52, | the TIV being | | +| | | Samsung | below the | | +| | | Galaxy A52s, | requirements. | | +| | | Samsung | The offer | | +| | | Galaxy A52 | credits will be | | +| | | 5G, Samsung | issued manually | | +| | | Galaxy A53, | on the back | | +| | | Samsung | end. Customers | | +| | | Galaxy A70, | who purchase an | | +| | | Samsung | eligible | | +| | | Galaxy A71, | smartphone on | | +| | | Samsung | or after | | +| | | Galaxy A71 | 4/22/22 and | | +| | | 5G, Samsung | trade-in a | | +| | | Galaxy A72, | Samsung A13 5G | | +| | | Samsung | will only | | +| | | Galaxy S, | receive $5 TIV | | +| | | Samsung | and will not be | | +| | | Galaxy S 4G, | eligible for | | +| | | Samsung | the offer. | | +| | | Galaxy S | Credit Details | | +| | | Aviator, | ¶ Must be a | | +| | | Samsung | new line, or | | +| | | Galaxy S | upgrade. | | +| | | Captivate, | Customer has 30 | | +| | | Samsung | days from | | +| | | Galaxy S | activation date | | +| | | Blaze 4G, | to perform | | +| | | Samsung | their trade | | +| | | Galaxy S | in.Customers | | +| | | Lightray 4G, | with Free | | +| | | Samsung | Shipping may | | +| | | Galaxy S | have a delay in | | +| | | Plus, | receiving their | | +| | | Samsung | smartphones due | | +| | | Galaxy S | to inventory | | +| | | Relay, | constraints. | | +| | | Samsung | Please note 30 | | +| | | Galaxy S | days from | | +| | | Showcase, | activation date | | +| | | Samsung | could be | | +| | | Galaxy S | different from | | +| | | Vibrant, | purchase date | | +| | | Samsung | (due to above s | | +| | | Galaxy S | cenario).Custom | | +| | | Duos, | er may qualify | | +| | | Samsung | for multiple | | +| | | Galaxy S | monthly bill | | +| | | Glide, | credits | | +| | | Samsung | smartphone | | +| | | Galaxy SL X, | offers for each | | +| | | Samsung | qualifying new | | +| | | Galaxy S II, | purchase | | +| | | Samsung | w/qualifying | | +| | | Galaxy S II | trade-in; limit | | +| | | 4G, Samsung | on number of | | +| | | Galaxy S II | lines eligible | | +| | | Epic 4G | will depends on | | +| | | Touch, | customer’s | | +| | | Samsung | credit | | +| | | Galaxy S II | eligibility | | +| | | HD, Samsung | (BAU).Eligible | | +| | | Galaxy S II | smartphones | | +| | | HD LTE, | must be | | +| | | Samsung | purchased on | | +| | | Galaxy S II | Contoso | | +| | | LTE, Samsung | Installment | | +| | | Galaxy S II | Plan. ¶ | | +| | | Skyrocket, | Includes 0% | | +| | | Samsung | down or down | | +| | | Galaxy S II | payment. ¶ | | +| | | WiMAX, | Down payment | | +| | | Samsung | does not | | +| | | Galaxy S II | impact/change | | +| | | X, Samsung | monthly credit | | +| | | Galaxy S | amount outlined | | +| | | Duos 2, | by offer. ¶ If | | +| | | Samsung | buying on the | | +| | | Galaxy S2 | Contoso | | +| | | Plus, | Installment | | +| | | Samsung | Plan with Next | | +| | | Galaxy S | Up, customer is | | +| | | III, Samsung | responsible and | | +| | | Galaxy S III | will not | | +| | | 4G LTE, | receive any | | +| | | Samsung | credits for an | | +| | | Galaxy S III | additional | | +| | | LTE, Samsung | $6/mo. for the | | +| | | Galaxy S III | Next Up upgrade | | +| | | Mini, | feature.¶ | | +| | | Samsung | Note: Customers | | +| | | Galaxy S III | enrolled on an | | +| | | VE, Samsung | active Contoso | | +| | | Galaxy S3, | Installment | | +| | | Samsung | Plan with Next | | +| | | Galaxy S3 | Up at $5/mo. | | +| | | mini VE, | are not | | +| | | Samsung | impacted by the | | +| | | Galaxy S3 | rate increase | | +| | | Neo, Samsung | effective | | +| | | Galaxy S3 | 7.14.22.Future | | +| | | Progre, | device | | +| | | Samsung | purchases on an | | +| | | Galaxy S3 | Contoso | | +| | | Slim, | Installment | | +| | | Samsung | Plan with Next | | +| | | Galaxy S4, | Up will be | | +| | | Samsung | impacted and | | +| | | Galaxy S4 | will reflect | | +| | | Active, | the new Next Up | | +| | | Samsung | feature charge | | +| | | Galaxy S4 | of $6/mo. ¶ ¶ | | +| | | Duos, | If line is | | +| | | Samsung | disconnected | | +| | | Galaxy S4 | early, customer | | +| | | Mini, | responsible for | | +| | | Samsung | remaining | | +| | | Galaxy S4 | amount owed on | | +| | | Mini Duos, | the installment | | +| | | Samsung | agreement.Line | | +| | | Galaxy S4 | must remain | | +| | | Triband, | active & in | | +| | | Samsung | good standing | | +| | | Galaxy S4 | throughout the | | +| | | Value | entirety of the | | +| | | Edition, | offer for all | | +| | | Samsung | credits to be | | +| | | Galaxy S4 | applied.CLN/CPO | | +| | | zoom, | excluded.Taxes | | +| | | Samsung | on full retail | | +| | | Galaxy S5, | price are due | | +| | | Samsung | at point of | | +| | | Galaxy S5 | sale.If the | | +| | | Active, | discounted | | +| | | Samsung | phone is | | +| | | Galaxy S5 | purchased with | | +| | | Duos, | down payment, | | +| | | Samsung | customer is | | +| | | Galaxy S5 | responsible for | | +| | | mini, | down payment | | +| | | Samsung | and receives it | | +| | | Galaxy S5 | back as part of | | +| | | Neo, Samsung | the recurring | | +| | | Galaxy S5 | bill | | +| | | Prime, | credit.Free | | +| | | Samsung | Shipping, | | +| | | Galaxy S5 | backorders, and | | +| | | Sport, | port delays are | | +| | | Samsung | eligible if the | | +| | | Galaxy S6, | number(s) is | | +| | | Samsung | reserved while | | +| | | Galaxy S6 | the offer is in | | +| | | Active, | effect.Winbacks | | +| | | Samsung | are treated as | | +| | | Galaxy S6 | an existing | | +| | | Edge, | customer. (a | | +| | | Samsung | Winback | | +| | | Galaxy S6 | requires a | | +| | | Edge + Duos, | customer to | | +| | | Samsung | port their | | +| | | Galaxy S6 | number back to | | +| | | Edge TD, | Contoso within 59 | | +| | | Samsung | days of leaving | | +| | | Galaxy S6 | Contoso.)A | | +| | | Edge+, | conversion from | | +| | | Samsung | Prepaid/Cricket | | +| | | Galaxy S7, | is treated like | | +| | | Samsung | an existing | | +| | | Galaxy S7 | wireless | | +| | | Active, | customer and | | +| | | Samsung | not a new | | +| | | Galaxy S7 | wireless gross | | +| | | Edge, | add.¶ How the | | +| | | Samsung | Credit Works ¶ | | +| | | Galaxy S8, | Customers will | | +| | | Samsung | receive the | | +| | | Galaxy S8 | bill credit of | | +| | | Active, | offer if:¶ | | +| | | Samsung | Activating new | | +| | | Galaxy S8 | line or upgrade | | +| | | Duos, | existing line | | +| | | Samsung | and purchasing | | +| | | Galaxy S8+, | an eligible | | +| | | Samsung | smartphone on | | +| | | Galaxy S9, | Contoso | | +| | | Samsung | installment | | +| | | Galaxy S9+, | Source: | | +| | | Samsung | Content: What's | | +| | | Galaxy S9+ | New June 2, | | +| | | Duos, | 2023 Updating | | +| | | Samsung | list of | | +| | | Galaxy S10, | eligible trade- | | +| | | Samsung | in devices. | | +| | | Galaxy S10+, | Adding the | | +| | | Samsung | following | | +| | | Galaxy S10 | devices into | | +| | | 5G, Samsung | the $35 Tier: | | +| | | Galaxy S10e, | S, S 4G, S | | +| | | Samsung | Aviator, S | | +| | | Galaxy S10 | Captivate, S | | +| | | Lite, | Blaze 4G, S | | +| | | Samsung | Lightray 4G, S | | +| | | Galaxy Note, | Plus, S Relay, | | +| | | Samsung | S Showcase, S | | +| | | Galaxy Note | Vibrant, S | | +| | | FE, Samsung | Duos, S Glide, | | +| | | Galaxy Note | SL X, S II, S | | +| | | II, Samsung | II 4G, S II | | +| | | Galaxy Note | Epic 4G Touch, | | +| | | II LTE, | S II HD, S II | | +| | | Samsung | HD LTE, S II | | +| | | Galaxy Note | LTE, S II | | +| | | 3, Samsung | Skyrocket, S II | | +| | | Galaxy Note | WiMAX, S II X, | | +| | | 3 Duos, | S Duos 2, S2 | | +| | | Samsung | Plus, S III, S | | +| | | Galaxy Note | III 4G LTE, S | | +| | | 3 Neo, | III LTE, S III | | +| | | Samsung | Mini, S III VE, | | +| | | Galaxy Note | S3, S3 mini VE, | | +| | | 3 TD, | S3 Neo, S3 | | +| | | Samsung | Progre, S3 | | +| | | Galaxy Note | Slim, S4, S4 | | +| | | | Active, S4 | | +| | | | Duos, S4 Mini, | | +| | | | S4 Mini Duos, | | +| | | | S4 Triband, S4 | | +| | | | Value Edition, | | +| | | | S4, S4 zoom, | | +| | | | S5, S5 Active, | | +| | | | S5 Duos, S5 | | +| | | | mini, S5 Neo, | | +| | | | S5 Prime, S5 | | +| | | | Sport, S6, S6 | | +| | | | Active, S6 | | +| | | | Edge, S6 Edge + | | +| | | | Duos, S6 Edge | | +| | | | TD, S6 Edge+, | | +| | | | S7, S7 Active, | | +| | | | S7 Edge, S8, S8 | | +| | | | Active, S8 | | +| | | | Duos, S8+, | | +| | | | Note, Note FE, | | +| | | | Note II, Note | | +| | | | II LTE, Note 3, | | +| | | | Note 3 Duos, | | +| | | | Note 3 Neo, | | +| | | | Note 3 TD, Note | | +| | | | 4, Note 4 Duos, | | +| | | | Note 4 S-LTE, | | +| | | | Note III, Note | | +| | | | III Neo, Note | | +| | | | LTE, Note5, | | +| | | | Note5 Duos, | | +| | | | Note 7, Note | | +| | | | Edge, , Note8, | | +| | | | Note 8 Duos | | +| | | | May 12, 2023 | | +| | | | Updating list | | +| | | | of eligible | | +| | | | trade-in | | +| | | | devices. | | +| | | | Removing from | | +| | | | the $35 Tier: | | +| | | | S, S 4, S 4 | | +| | | | Zoom, S 4G, S | | +| | | | Aviator, S | | +| | | | Blaze 4G, S | | +| | | | Duos, S Duos 2, | | +| | | | S Glide, S II, | | +| | | | S II 4G, S II | | +| | | | Epic 4G Touch, | | +| | | | S II HD, S II | | +| | | | HD LTE, S II | | +| | | | LTE, S II | | +| | | | Skyrocket, S II | | +| | | | WiMAX, S II X, | | +| | | | S III, S III 4G | | +| | | | LTE, S III LTE, | | +| | | | S III Mini, S | | +| | | | III VE, S | | +| | | | Lightray 4G, S | | +| | | | Plus, S Relay, | | +| | | | S Showcase, S | | +| | | | Vibrant, S2 | | +| | | | Plus, S3, S3 | | +| | | | mini VE, S3 | | +| | | | Neo, S3 Progre, | | +| | | | S3 Slim, S4, S4 | | +| | | | Active, S4 | | +| | | | Duos, S4 Mini, | | +| | | | S4 Mini Duos, | | +| | | | S4 Triband, S4 | | +| | | | Value Edition, | | +| | | | S4 zoom, S5, S5 | | +| | | | Active, S5 | | +| | | | Duos, S5 mini, | | +| | | | S5 Neo, S5 | | +| | | | Prime, S5 | | +| | | | Sport, S6, S6 | | +| | | | Active, S6 | | +| | | | Edge, S6 Edge + | | +| | | | Duos, S6 Edge | | +| | | | TD, S6 Edge+, | | +| | | | S7, S7 Active, | | +| | | | S7 Edge, S8, S8 | | +| | | | Active, S8 | | +| | | | Duos, S8+, SL | | +| | | | X, A50, A50s, | | +| | | | A51, Note, Note | | +| | | | FE, Note 3, | | +| | | | Note 3 Duos, | | +| | | | Note 3 Neo, | | +| | | | Note 3 TD, Note | | +| | | | 4, Note 4 Duos, | | +| | | | Note 4 S-LTE, | | +| | | |  Note II, Note | | +| | | | II LTE, Note | | +| | | | III, Note III | | +| | | | Neo, Note LTE, | | +| | | | Note5, Note5 | | +| | | | Duos, Note 7, | | +| | | | Note Edge, , | | +| | | | Note8, Note 8 | | +| | | | Duos Velvet 5G, | | +| | | | OnePlus Nord200 | | +| | | | 5G, Moto G 5G | | +| | | | Plus, OnePlus | | +| | | | Nord, OnePlus | | +| | | | Nord10 | | +| | | | 5G,Google | | +| | | | Pixel, XL, 2, 2 | | +| | | | XL, 3, 3 XL, | | +| | | | 3a, 3a XL., | | +| | | | XCover Pro, X | | +| | | | Cover Field | | +| | | | Pro, M52 5G | | +| | | | April 21, 2023 | | +| | | | Adding: A | | +| | | | 3rd trade in | | +| | | | tier for up to | | +| | | | $1,000 off | | +| | | | iPhone 14 Pro | | +| | | | and iPhone 14 | | +| | | | Pro Max with a | | +| | | | trade-in worth | | +| | | | $240+   The | | +| | | | $800 max bill | | +| | | | credit tier | | +| | | | moves to $700 | | +| | | | off the iPhone | | +| | | | 14, 14 Plus, 14 | | +| | | | Pro & 14 Pro | | +| | | | max with | | +| | | | $130-$239 TIV. | | +| | | | Last day | | +| | | | available for | | +| | | | $800 off w/ | | +| | | | $130+ TIV is | | +| | | | 4.20.23.  | | +| | | | Updating the | | +| | | | eligible trade- | | +| | | | in device list | | +| | | | to include the | | +| | | | S23 series as | | +| | | | trade-in | | +| | | | eligible. | | +| | | | February 27, | | +| | | | 2023 Ending: | | +| | | | The $1,000 max | | +| | | | bill credit | | +| | | | tier w/ $230+ | | +| | | | TIV off the i14 | | +| | | | Series.  The | | +| | | | i14 series will | | +| | | | remain eligible | | +| | | | for up to $800 | | +| | | | off w/ $130+ | | +| | | | Source: | | +| | | | Content: | | +| | | | Beginning | | +| | | | February 9, | | +| | | | 2022, for a | | +| | | | limited time | | +| | | | only, Business | | +| | | | customers get | | +| | | | great savings | | +| | | | on an eligible | | +| | | | new Android | | +| | | | smartphone when | | +| | | | they trade-in a | | +| | | | qualifying | | +| | | | device, Any | | +| | | | Year Any | | +| | | | Condition, | | +| | | | activate on an | | +| | | | eligible Contoso | | +| | | | wireless plan | | +| | | | and purchase on | | +| | | | a qualifying | | +| | | | installment | | +| | | | plan! ¶ Get | | +| | | | up to $800 in | | +| | | | Max Credits!¶ | | +| | | | ¶ ¶ New Lines | | +| | | | & UpgradesEligi | | +| | | | ble Android | | +| | | | device purchase | | +| | | | on Contoso | | +| | | | Installment | | +| | | | planAny Year | | +| | | | Any Condition, | | +| | | | Trade-In a | | +| | | | qualifying | | +| | | | smartphone | | +| | | | w/min. TiV of | | +| | | | $35.¶ | | +| | | | customers get | | +| | | | great savings | | +| | | | on an eligible | | +| | | | new Android | | +| | | | smartphone they | | +| | | | trade-in a | | +| | | | qualifying | | +| | | | device Any Year | | +| | | | Any Condition, | | +| | | | activate on an | | +| | | | eligible Contoso | | +| | | | wireless plan | | +| | | | and purchase on | | +| | | | a qualifying | | +| | | | installment | | +| | | | plan! ¶ | | +| | | | What's NewJune | | +| | | | 2, 2023¶ | | +| | | | Reinstating the | | +| | | | “Any Year, Any | | +| | | | Condition” | | +| | | | trade-in | | +| | | | eligibility | | +| | | | rules for | | +| | | | Samsung Note, S | | +| | | | and Z series | | +| | | | trade-in | | +| | | | devices only. | | +| | | | All other | | +| | | | trade-in | | +| | | | devices w/ a | | +| | | | $35+ TIV after | | +| | | | the condition | | +| | | | assessment will | | +| | | | qualify for the | | +| | | | promotion. The | | +| | | | max bill | | +| | | | credits will | | +| | | | move to $800 | | +| | | | off the S23 | | +| | | | series, Z Flip4 | | +| | | | & Z Fold4. The | | +| | | | last day for | | +| | | | $1,000 off w/ | | +| | | | $150+TIV, $700 | | +| | | | off w/ $70+ TIV | | +| | | | and $350 off w/ | | +| | | | $35+ TIV is | | +| | | | 6/1/23. The | | +| | | | trade-in | | +| | | | eligible list | | +| | | | has been | | +| | | | updated to | | +| | | | include all | | +| | | | Galaxy S and | | +| | | | Note models.¶ | | +| | | | (The list | | +| | | | should be | | +| | | | considered as | | +| | | | one resource | | +| | | | for support | | +| | | | teams and is | | +| | | | not an | | +| | | | exclusive list | | +| | | | of all devices | | +| | | | that may | | +| | | | satisfy the | | +| | | | $35+ TiV | | +| | | | requirement for | | +| | | | any offer). ¶ | | +| | | | ¶ May 12, | | +| | | | 2023¶ ¶ | | +| | | | Removing the | | +| | | | “Any Year Any | | +| | | | Condition” | | +| | | | trade-in | | +| | | | eligibility and | | +| | | | moving to a | | +| | | | 3-tier trade-in | | +| | | | construct | | +| | | | (based on the | | +| | | | value after | | +| | | | condition | | +| | | | questions have | | +| | | | been | | +| | | | answered).The | | +| | | | S23 series, the | | +| | | | Z Flip4 and Z | | +| | | | Fold4 will be | | +| | | | eligible for up | | +| | | | to $1,000 off | | +| | | | with a $150+ | | +| | | | TIV, $700 off | | +| | | | with a $70-$149 | | +| | | | TIV or $350 off | | +| | | | with a $35-$69 | | +| | | | TIV (max bill | | +| | | | credits will | | +| | | | not exceed the | | +| | | | MSRP of a | | +| | | | device). ¶ The | | +| | | | last day at up | | +| | | | to $1,000 off | | +| | | | the Z Flip4 and | | +| | | | $800 off the | | +| | | | S23, S23+, S23 | | +| | | | Ultra, and Z | | +| | | | Fold4 w/ AYAC | | +| | | | trade-in is | | +| | | | 5/11/23. ¶ | | +| | | | Removing the | | +| | | | Google Pixel 7 | | +| | | | Pro from the | | +| | | | offer. ¶ The | | +| | | | last day | | +| | | | eligible for | | +| | | | $800 off w/ | | +| | | | trade-in is | | +| | | | 5/11/23. ¶ | | +| | | | Updating the | | +| | | | Trade-in device | | +| | | | eligible list | | +| | | | (last day | | +| | | | eligible is | | +| | | | 5/11/23) see | | +| | | | updated grid in | | +| | | | section below.¶ | | +| | | | March 31, 2023¶ | | +| | | | ¶ Max bill | | +| | | | credits move to | | +| | | | $800 off on the | | +| | | | Google Pixel 7 | | +| | | | Pro. ¶ ¶ The | | +| | | | last day | | +| | | | eligible at | | +| | | | $1,000 off w/ a | | +| | | | qualifying | | +| | | | trade-in is | | +| | | | 3/30/23. No | | +| | | | impact to AYAC | | +| | | | trade-in | | +| | | | eligibility. | | +| | | | The Samsung | | +| | | | Galaxy Z Flip4 | | +| | | | will remain at | | +| | | | $1,000 off. ¶ | | +| | | | ¶ March 3, | | +| | | | 2023¶ ¶ Max | | +| | | | bill credits | | +| | | | move to $800 | | +| | | | off on the | | +| | | | Samsung Galaxy | | +| | | | S23 series, | | +| | | | Fold4.¶ ¶ The | | +| | | | last day | | +| | | | eligible at | | +| | | | $1,000 off w/ a | | +| | | | qualifying | | +| | | | trade-in is | | +| | | | 3/2/23. ¶ The | | +| | | | Fold4 and Pixel | | +| | | | 7Pro remain at | | +| | | | $1000 off.¶ | | +| | | | February 1, | | +| | | | 2023¶ ¶ | | +| | | | Reinstating the | | +| | | | “Any Year, Any | | +| | | | Condition” | | +| | | | trade-in | | +| | | | eligibility | | +| | | | rules for | | +| | | | Samsung Note, S | | +| | | | and Z series | | +| | | | trade-in | | +| | | | devices. ¶ ¶ | | +| | | | All other | | +| | | | devices that | | +| | | | are valued at | | +| | | | $35 before | | +| | | | condition | | +| | | | questions are | | +| | | | answered will | | +| | | | qualify | | +| | | | customers for | | +| | | | up to $1,000 in | | +| | | | bill credits on | | +| | | | eligible | | +| | | | devices. ¶ | | +| | | | Adding the new | | +| | | | Samsung Galaxy | | +| | | | S23, S23+ and | | +| | | | S23 Ultra into | | +| | | | the offer at up | | +| | | | to $1000 in | | +| | | | bill credits | | +| | | | with an | | +| | | | eligible trade- | | +| | | | in. Increasing | | +| | | | the max bill | | +| | | | credits on the | | +| | | | Samsung Galaxy | | +| | | | Z Flip4 and Z | | +| | | | Fold4 and the | | +| | | | Google Pixel 7 | | +| | | | Pro to up to | | +| | | | $1,000 in bill | | +| | | | credits with an | | +| | | | eligible trade- | | +| | | | in. The last | | +| | | | day at $800 off | | +| | | | w/ 35 TIV is | | +| | | | 1/31/23. | | +| | | | Removing the | | +| | | | Samsung Galaxy | | +| | | | S22, S22+ and | | +| | | | S22 Ultra from | | +| | | | the offer. The | | +| | | | last day | | +| | | | eligible is | | +| | | | 1/31/23. ¶ | | +| | | | January 27, | | +| | | | 2023¶ ¶ The | | +| | | | trade-in | | +| | | | eligible list | | +| | | | has been | | +| | | | updated to | | +| | | | include all | | +| | | | Note1/S1, Pixel | | +| | | | 1 models and | | +| | | | above (the list | | +| | | | should be | | +| | | | considered as | | +| | | | one resource | | +| | | | for support | | +| | | | teams and is | | +| | | | Source: | | +| | | | Content: | | +| | | |   | | +| | | | Devices w/ min. | | +| | | | Trade-In of | | +| | | | $240 + | | +| | | | $240 min. | | +| | | | Trade-in Value | | +| | | | = Get up to | | +| | | | $1,000 off | | +| | | | iPhone 14 Pro | | +| | | | and 14 Pro Max | | +| | | | with qualifying | | +| | | | trade-in: | | +| | | | Trade an i12P/Z | | +| | | | Fold4 or | | +| | | | better. | | +| | | | Apple | | +| | | | iPhone: 12 Pro, | | +| | | | 12 Pro Max, 13, | | +| | | | 13 mini, 13 | | +| | | | Pro, 13 Pro | | +| | | | Max, 14, 14 | | +| | | | Plus, 14 Pro, | | +| | | | 14 Pro Max | | +| | | | Samsung | | +| | | | Galaxy: Z | | +| | | | Fold4, S23, | | +| | | | S23+, S23 | | +| | | | Ultra  | | +| | | | Google: 7 Pro | | +| | | | LG:  | | +| | | | OTHER: | | +| | | | Devices w/ min. | | +| | | | Trade-In of | | +| | | | $130 + | | +| | | |  $130 - $229 | | +| | | | Trade-in-Value | | +| | | | = Get up to | | +| | | | $700 Off iPhone | | +| | | | 14 Series with | | +| | | | qualifying | | +| | | | Trade-in: | | +| | | | Trade an iPhone | | +| | | | XS Max incl. | | +| | | | i12 mini or | | +| | | | Samsung Note10+ | | +| | | | 5G or better. | | +| | | | Apple | | +| | | | iPhone: XS Max, | | +| | | | 11, 11 Pro, | | +| | | | iPhone 12mini, | | +| | | | 11 Pro Max, 12 | | +| | | | Samsung | | +| | | | Galaxy: S20, | | +| | | | S20 5G, S20 FE, | | +| | | | S20 FE 5G, | | +| | | | S20+, S20+ 5G, | | +| | | | S20 Ultra 5G, | | +| | | | Note20, Note20 | | +| | | | 5G, Note20 | | +| | | | Ultra, Note20 | | +| | | | Ultra 5G, S21 | | +| | | | 5G, S21+ 5G, | | +| | | | S21 FE 5G, | | +| | | | Fold, Fold 5G, | | +| | | | Z Flip3 5G, S21 | | +| | | | Ultra 5G, S22 | | +| | | | 5G, S22+ 5G, | | +| | | | S22 Ultra 5G, | | +| | | | ZFold2 5G, Z | | +| | | | Fold3 5G | | +| | | | Google: Pixel | | +| | | | 5, 5a, 6, 6a, 6 | | +| | | | Pro, 7 | | +| | | | LG:  | | +| | | | OTHER: OnePlus | | +| | | | 9 5G, OnePlus 9 | | +| | | | Pro 5G, OnePlus | | +| | | | 10 Pro | | +| | | |  Back to top | | +| | | | Devices w/ | | +| | | | Trade-In value | | +| | | | of $35 - $129 | | +| | | | $35 - $129 | | +| | | | Trade-in-Value | | +| | | | = Get up to | | +| | | | $350 Off iPhone | | +| | | | 14 series with | | +| | | | qualifying | | +| | | | Trade-in: | | +| | | | Trade an iPhone | | +| | | | 8 or Samsung | | +| | | | GS9 or better. | | +| | | | Apple | | +| | | | iPhone: 8, 8+, | | +| | | | iPhone SE (2nd | | +| | | | Gen), iPhone SE | | +| | | | (3rd Gen) X, | | +| | | | XR, XS  | | +| | | | Samsung | | +| | | | Galaxy: A23, | | +| | | | A23 5G, A32, | | +| | | | A32 5G, A42 5G, | | +| | | | A51 5G, A52, | | +| | | | A52s, A52 5G, | | +| | | | A53, A70, A71, | | +| | | | A71 5G, A72, S, | | +| | | | S 4G, S | | +| | | | Aviator, S | | +| | | | Captivate, S | | +| | | | Blaze 4G, S | | +| | | | Lightray 4G, S | | +| | | | Plus, S Relay, | | +| | | | S Showcase, S | | +| | | | Vibrant, S | | +| | | | Duos, S Glide, | | +| | | | SL X, S II, S | | +| | | | II 4G, S II | | +| | | | Epic 4G Touch, | | +| | | | S II HD, S II | | +| | | | HD LTE, S II | | +| | | | LTE, S II | | +| | | | Skyrocket, S II | | +| | | | WiMAX, S II X, | | +| | | | S Duos 2, S2 | | +| | | | Plus, S III, S | | +| | | | III 4G LTE, S | | +| | | | III LTE, S III | | +| | | | Mini, S III VE, | | +| | | | S3, S3 mini VE, | | +| | | | S3 Neo, S3 | | +| | | | Progre, S3 | | +| | | | Slim, S4, S4 | | +| | | | Active, S4 | | +| | | | Duos, S4 Mini, | | +| | | | S4 Mini Duos, | | +| | | | S4 Triband, S4 | | +| | | | Value Edition, | | +| | | | S4, S4 zoom, | | +| | | | S5, S5 Active, | | +| | | | S5 Duos, S5 | | +| | | | mini, S5 Neo, | | +| | | | S5 Prime, S5 | | +| | | | Sport, S6, S6 | | +| | | | Active, S6 | | +| | | | Edge, S6 Edge + | | +| | | | Duos, S6 Edge | | +| | | | TD, S6 Edge+, | | +| | | | S7, S7 Active, | | +| | | | S7 Edge, S8, S8 | | +| | | | Active, S8 | | +| | | | Duos, S8+, S9, | | +| | | | S9+, S9+ Duos, | | +| | | | S10, S10+, S10 | | +| | | | 5G, S10e, S10 | | +| | | | Lite, Note, | | +| | | | Note FE, Note | | +| | | | II, Note II | | +| | | | LTE, Note 3, | | +| | | | Note 3 Duos, | | +| | | | Note 3 Neo, | | +| | | | Note 3 TD, Note | | +| | | | 4, Note 4 Duos, | | +| | | | Note 4 S-LTE, | | +| | | | Note III, Note | | +| | | | III Neo, | | +| | | | Source: | | +| | | | Content: Note | | +| | | | LTE, Note5, | | +| | | | Note5 Duos, | | +| | | | Note 7, Note | | +| | | | Edge, Note8, | | +| | | | Note 8 Duos, | | +| | | | Note9, Note10, | | +| | | | Note10 5G, | | +| | | | Note10 Lite, | | +| | | | Note10+, | | +| | | | Note10+ 5G, Z | | +| | | | Flip, Z Flip 5G | | +| | | | Google: | | +| | | | Pixel 4, 4 XL, | | +| | | | 4a, 4a 5G, 5, | | +| | | | 5a, 6, 6a  | | +| | | | LG: Stylo6, V50 | | +| | | | ThinQ™, V60 | | +| | | | ThinQ™, WING™ | | +| | | | 5G  | | +| | | | OTHER: OnePlus | | +| | | | 7, OnePlus 7 | | +| | | | Pro, OnePlus 7 | | +| | | | Pro 5G, OnePlus | | +| | | | 7T, OnePlus 7T | | +| | | | Pro, OnePlus 7T | | +| | | | Pro 5G, OnePlus | | +| | | | 8 5G, OnePlus 8 | | +| | | | Pro, OnePlus | | +| | | | 8T, OnePlus | | +| | | | 8T+, One Plus | | +| | | | 8, OnePlus 9 | | +| | | | 5G, Moto G | | +| | | | Stylus, Moto G | | +| | | | Stylus 5G, Moto | | +| | | | razr 5G, Moto | | +| | | | Edge, Moto | | +| | | | Edge+, ZTE Red | | +| | | | Magic 3, Asus | | +| | | | Rog Phone3, | | +| | | | Redmi Note 10 | | +| | | | Pro, Moto edge+ | | +| | | | 5G UW, | | +| | | | Microsoft | | +| | | | Surface Duo | | +| | | | Known Issues | | +| | | | On | | +| | | | 9/2/22 Select | | +| | | | devices had | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $35 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade-in.Trade- | | +| | | | in devices | | +| | | | impacted: | | +| | | | iPhone 7 and 7P | | +| | | | lus. Customers | | +| | | | who purchased | | +| | | | an eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 9/2/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above, | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $350 Off | | +| | | | iPhone 13 | | +| | | | series with | | +| | | | Trade-in and | | +| | | | purchased | | +| | | | on/before | | +| | | | September 1st | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end.  | | +| | | | Customers who | | +| | | | purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 9/2/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the devices | | +| | | | impacted, will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 8/5/22 Select | | +| | | | device trade-in | | +| | | | values (TIV) | | +| | | | changed from | | +| | | | $35 to $5 | | +| | | | and will be | | +| | | | ineligible as | | +| | | | qualifying | | +| | | | trade- | | +| | | | ins.Trade-in | | +| | | | devices | | +| | | | impacted: | | +| | | | Nord100, Asus | | +| | | | Rog Phone2, | | +| | | | OnePlus 6T, | | +| | | | Razer 2, Google | | +| | | | Pixel 3, 3a, | | +| | | | 3XL, 3a XL, LG | | +| | | | K92, Moto One | | +| | | | Ace | | +| | | | 5G.Customers | | +| | | | who purchased | | +| | | | an eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 8/5/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above | | +| | | | will get the | | +| | | | offer credits, | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | August | | +| | | | 4th (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. | | +| | | | Customers who | | +| | | | purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 8/5/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the impacted | | +| | | | devices will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 4/22/22 the | | +| | | | Samsung A13 5G | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $100 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade- | | +| | | | in. Customers | | +| | | | who purchased | | +| | | | an eligible | | +| | | | smartphone | | +| | | | before 4/22/22 | | +| | | | and trade-in a | | +| | | | Samsung A13 5G | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.  | | +| | | | Process the | | +| | | | trade-in and | | +| | | | issue the $5 | | +| | | | TIV to the | | +| | | | customer. A | | +| | | | radio button | | +| | | | for the offer | | +| | | | will not | | +| | | | display due to | | +| | | | the TIV being | | +| | | | below the requi | | +| | | | rements. The | | +| | | | offer credits | | +| | | | will be issued | | +| | | | manually on the | | +| | | | back end. | | +| | | | Customers who | | +| | | | purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after | | +| | | | 4/22/22 and | | +| | | | trade-in a | | +| | | | Samsung A13 5G | | +| | | | will only | | +| | | | receive $5 TIV | | +| | | | and will not be | | +| | | | eligible for | | +| | | | the offer. | | +| | | | On 9/23 the | | +| | | | Note8, Note9 | | +| | | | Trade-in value | | +| | | | was increased | | +| | | | from $85 to $95 | | +| | | | TIV, making it | | +| | | | eligible for | | +| | | | $800/$700 off | | +| | | | when traded-in | | +| | | | with a | | +| | | | qualifying | | +| | | | device purchase | | +| | | | .Customers who | | +| | | | purchased | | +| | | | eligible device | | +| | | | between | | +| | | | 9/17/21-9/23/21 | | +| | | | and elect to | | +| | | | trade-in a | | +| | | | Note8 or Note9 | | +| | | | will have the | | +| | | | $800 Off w/ $95 | | +| | | | Trade-In offer | | +| | | | honored on | | +| | | | eligible iPhone | | +| | | | 13 device | | +| | | | purchases, and | | +| | | | $700 Off w/ $95 | | +| | | | Trade-in on | | +| | | | eligible | | +| | | | Samsung and | | +| | | | Microsoft Duo | | +| | | | purchases | | +| | | | (available to | | +| | | | all channels). | | +| | | | This applies to | | +| | | | all Trade-Ins, | | +| | | | Take Home Trade | | +| | | | Later, Mail in | | +| | | | Trade-Ins and | | +| | | | Trade-ins | | +| | | | processed via | | +| | | | att.com/trade- | | +| | | | iniPhone 8 | | +| | | | Incorrect Trade | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 16 | What happens | If the | Content: -mail | 10 | +| | if a | customer | which contains | | +| | customer | opts in for | link to prepaid | | +| | opts in for | a trade-in | shipping label. | | +| | a trade-in | promotion, | ¶ Users also | | +| | promotion? | they will | have the | | +| | | receive an | ability to | | +| | | email | educate | | +| | | regarding | customers of | | +| | | the | the potential | | +| | | promotion | trade-in value | | +| | | once the | of their device | | +| | | eligible | by entering the | | +| | | device | make and model | | +| | | ships. The | of their | | +| | | email will | current | | +| | | contain a | device.¶ This | | +| | | link to a | step is not | | +| | | prepaid | required to | | +| | | shipping | proceed but | | +| | | label. Once | will help to | | +| | | the devices | level set | | +| | | are | promotional | | +| | | returned, | eligibility.¶ | | +| | | they are | The trade-in | | +| | | processed to | promo opt-in is | | +| | | determine | at the order | | +| | | promotion | level.¶ ¶ The | | +| | | eligibility. | line level | | +| | | If the | promo is | | +| | | processed | displayed on | | +| | | device meets | the ‘Review | | +| | | the minimum | Order’ page. | | +| | | Trade-In | Customer can | | +| | | device | have different | | +| | | value, the | trade-in | | +| | | customer can | promotions in | | +| | | expect their | the same order | | +| | | installment | based on each | | +| | | credits to | line’s | | +| | | be applied | qualifying | | +| | | and appear | purchases. | | +| | | within 3 | Seller must | | +| | | billing | enter the | | +| | | cycles. | customer email | | +| | | However, if | address | | +| | | the customer | Customers will | | +| | | is NOT opt’ | be sent an | | +| | | d into the | email regarding | | +| | | promotion | the promotion | | +| | | they will | once the | | +| | | NOT receive | eligible device | | +| | | the Trade-In | ships.¶ Again, | | +| | | promotion | If the customer | | +| | | e-mail which | is NOT opt’ d | | +| | | contains | into the | | +| | | link to | promotion they | | +| | | prepaid | will NOT | | +| | | shipping | receive the | | +| | | label. | Trade-In | | +| | | (Source: | promotion | | +| | | context) | e-mail which | | +| | | | contains link | | +| | | | to prepaid | | +| | | | shipping label. | | +| | | | ¶ Do NOT use | | +| | | | the Trade-In | | +| | | | tool for any | | +| | | | customer taking | | +| | | | advantage of | | +| | | | promotional | | +| | | | Trade-In Offer. | | +| | | | Once the device | | +| | | | ships the | | +| | | | customer will | | +| | | | receive the | | +| | | | following email | | +| | | | that will | | +| | | | provide the | | +| | | | customer a link | | +| | | | to print their | | +| | | | own prepaid | | +| | | | self-service | | +| | | | shipping label. | | +| | | | Example can be | | +| | | | found below.¶ | | +| | | | ¶ This email | | +| | | | can take | | +| | | | approx. 3 | | +| | | | business days | | +| | | | from the time | | +| | | | that the device | | +| | | | ships. The | | +| | | | email also | | +| | | | allows the | | +| | | | customer to | | +| | | | review the T&Cs | | +| | | | of the trade-in | | +| | | | promo by | | +| | | | clicking ‘offer | | +| | | | details’. | | +| | | | Customers can | | +| | | | also contact | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | in customer | | +| | | | service to | | +| | | | request | | +| | | | physical | | +| | | | shipping | | +| | | | material. Once | | +| | | | the devices are | | +| | | | returned, they | | +| | | | are processed | | +| | | | to determine | | +| | | | promotion | | +| | | | eligibility.¶ | | +| | | | If the | | +| | | | processed | | +| | | | device does NOT | | +| | | | meet the | | +| | | | minimum Trade- | | +| | | | In device | | +| | | | value, the | | +| | | | customer will | | +| | | | not receive | | +| | | | promotional | | +| | | | installment | | +| | | | credits. ¶ If | | +| | | | all eligibility | | +| | | | criteria is met | | +| | | | the customer | | +| | | | can expect | | +| | | | their | | +| | | | installment | | +| | | | credits to be | | +| | | | applied and | | +| | | | appear within 3 | | +| | | | billing cycles. | | +| | | | ¶ ¶ Note: | | +| | | | Customer should | | +| | | | not at any time | | +| | | | use the BRE | | +| | | | label included | | +| | | | in the new | | +| | | | device box to | | +| | | | ship their | | +| | | | Trade-In | | +| | | | devices back. ¶ | | +| | | | ¶ If the BRE | | +| | | | label is | | +| | | | utilized the | | +| | | | customer will | | +| | | | NOT receive the | | +| | | | promotional | | +| | | | installment | | +| | | | credits.¶ What | | +| | | | the Customer | | +| | | | Can Expect¶ ¶ | | +| | | | Process begins | | +| | | | when the | | +| | | | Customer’s | | +| | | | order ships. | | +| | | | Not when it is | | +| | | | ordered. If a | | +| | | | customer has no | | +| | | | other | | +| | | | promotions | | +| | | | beyond the | | +| | | | Trade-in, they | | +| | | | will receive a | | +| | | | welcome email | | +| | | | from donotreply | | +| | | | @ATT.TradeIn- | | +| | | | Program.com in | | +| | | | 1-2 days.¶ | | +| | | | This email is | | +| | | | generated by an | | +| | | | automated | | +| | | | process and | | +| | | | includes a link | | +| | | | that allows the | | +| | | | customer to | | +| | | | print their own | | +| | | | return label ¶ | | +| | | | However¶ ¶ If | | +| | | | the customer | | +| | | | has multiple | | +| | | | promotions | | +| | | | stacked on the | | +| | | | order a manual | | +| | | | process is used | | +| | | | to generate the | | +| | | | welcome email | | +| | | | from, donotrepl | | +| | | | y@ATT.TradeIn- | | +| | | | Program.com and | | +| | | | it can take | | +| | | | 7-10 days for | | +| | | | the welcome | | +| | | | email to | | +| | | | arrive.¶ ¶ | | +| | | | Due to lack of | | +| | | | automation the | | +| | | | customer will | | +| | | | also be getting | | +| | | | a return label | | +| | | | shipped to them | | +| | | | - the process | | +| | | | can take an | | +| | | | additional 7-10 | | +| | | | days depending | | +| | | | on the speed of | | +| | | | the postal | | +| | | | service¶ | | +| | | | Customers need | | +| | | | to save the | | +| | | | tracking | | +| | | | numbers on | | +| | | | their return | | +| | | | labels, Contoso | | +| | | | has no way to | | +| | | | retrieve them | | +| | | | for the | | +| | | | customer.¶ ¶ | | +| | | | Once customer | | +| | | | have their | | +| | | | shipping | | +| | | | material | | +| | | | (either printed | | +| | | | out or sent to | | +| | | | them by mail) | | +| | | | they may return | | +| | | | their devices – | | +| | | | The customer | | +| | | | controls the | | +| | | | timeline on | | +| | | | this. Trade-in | | +| | | | travels to | | +| | | | Contoso’s trade-in | | +| | | | warehouse - Up | | +| | | | to a week | | +| | | | depending on | | +| | | | the postal | | +| | | | service When | | +| | | | the Package | | +| | | | arrives at the | | +| | | | Contoso Trade in | | +| | | | Center it is | | +| | | | scanned in.¶ | | +| | | | That scan | | +| | | | generates a | | +| | | | second email to | | +| | | | the customer | | +| | | | letting the | | +| | | | customer know | | +| | | | the device has | | +| | | | arrived at Contoso | | +| | | | and is being | | +| | | | assessed ¶ | | +| | | | Assessment | | +| | | | takes 7-10 | | +| | | | days. Once a | | +| | | | week a report | | +| | | | is sent to Contoso | | +| | | | for processing | | +| | | | – Every 7 days | | +| | | | Contoso Manually | | +| | | | formats the | | +| | | | report and | | +| | | | scrubs for | | +| | | | errors. – 7 | | +| | | | Days Contoso runs | | +| | | | scripting that | | +| | | | confirms or | | +| | | | denies | | +| | | | eligibility – 1 | | +| | | | day Credits | | +| | | | begin in 1 -2 | | +| | | | Bill cycles. | | +| | | | Most Accounts | | +| | | | will see | | +| | | | credits begin | | +| | | | within 3 | | +| | | | billing cycles | | +| | | | Wrong Label | | +| | | | (BRE) Used to | | +| | | | Return Trade-In | | +| | | | Device Check in | | +| | | | AIR/Order Track | | +| | | | to confirm if | | +| | | | device was | | +| | | | received to the | | +| | | | warehouse.¶ ¶ | | +| | | | In AIR, enter | | +| | | | the RMA number | | +| | | | listed as an | | +| | | | invoice | | +| | | | number.¶ ¶ | | +| | | | You can look up | | +| | | | the RMA number | | +| | | | that generated | | +| | | | during the | | +| | | | original order | | +| | | | in Order | | +| | | | Track.If the | | +| | | | RMA number | | +| | | | displays a | | +| | | | device in AIR, | | +| | | | the customer | | +| | | | has used the | | +| | | | BRE label | | +| | | | instead of the | | +| | | | return label.¶ | | +| | | | If device was | | +| | | | received by the | | +| | | | incorrect | | +| | | | warehouse, | | +| | | | create an | | +| | | | Clarify Urgent | | +| | | | Case to engage | | +| | | | the ICU team. | | +| | | | Include:¶ | | +| | | | CTN(s) needing | | +| | | | creditsName of | | +| | | | the | | +| | | | promotionM&P | | +| | | | IDCredit amount | | +| | | | anticipatedOrde | | +| | | | r numberAny | | +| | | | other relevant | | +| | | | information¶ | | +| | | | Source: | | +| | | | Content: 7 | | +| | | | Plus. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 9/2/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above, | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | September 1st | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 9/2/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the devices | | +| | | | impacted, will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 8/5/22 Select | | +| | | | device trade-in | | +| | | | values (TIV) | | +| | | | changed from | | +| | | | $35 to $5 and | | +| | | | will be | | +| | | | ineligible as | | +| | | | qualifying | | +| | | | trade-ins. | | +| | | | Trade-in | | +| | | | devices | | +| | | | impacted: | | +| | | | Nord100, Asus | | +| | | | Rog Phone2, | | +| | | | OnePlus 6T, | | +| | | | Razer 2, Google | | +| | | | Pixel 3, 3a, | | +| | | | 3XL, 3a XL, LG | | +| | | | K92, Moto One | | +| | | | Ace 5G. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 8/5/22 and | | +| | | | return to | | +| | | | trade-in one | | +| | | | of the devices | | +| | | | listed above | | +| | | | will get the | | +| | | | offer credits, | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | August 4th | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 8/5/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the impacted | | +| | | | devices will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 4/22/22 the | | +| | | | Samsung A13 5G | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $100 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade-in. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | before 4/22/22 | | +| | | | and trade-in a | | +| | | | Samsung A13 5G | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. ¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | issue the $5 | | +| | | | TIV to the | | +| | | | customer. A | | +| | | | radio button | | +| | | | for the offer | | +| | | | will not | | +| | | | display due to | | +| | | | the TIV being | | +| | | | below the | | +| | | | requirements. | | +| | | | The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after | | +| | | | 4/22/22 and | | +| | | | trade-in a | | +| | | | Samsung A13 5G | | +| | | | will only | | +| | | | receive $5 TIV | | +| | | | and will not be | | +| | | | eligible for | | +| | | | the offer. | | +| | | | Credit Details | | +| | | | ¶ Must be a | | +| | | | new line, or | | +| | | | upgrade. | | +| | | | Customer has 30 | | +| | | | days from | | +| | | | activation date | | +| | | | to perform | | +| | | | their trade | | +| | | | in.Customers | | +| | | | with Free | | +| | | | Shipping may | | +| | | | have a delay in | | +| | | | receiving their | | +| | | | smartphones due | | +| | | | to inventory | | +| | | | constraints. | | +| | | | Please note 30 | | +| | | | days from | | +| | | | activation date | | +| | | | could be | | +| | | | different from | | +| | | | purchase date | | +| | | | (due to above s | | +| | | | cenario).Custom | | +| | | | er may qualify | | +| | | | for multiple | | +| | | | monthly bill | | +| | | | credits | | +| | | | smartphone | | +| | | | offers for each | | +| | | | qualifying new | | +| | | | purchase | | +| | | | w/qualifying | | +| | | | trade-in; limit | | +| | | | on number of | | +| | | | lines eligible | | +| | | | will depends on | | +| | | | customer’s | | +| | | | credit | | +| | | | eligibility | | +| | | | (BAU).Eligible | | +| | | | smartphones | | +| | | | must be | | +| | | | purchased on | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan. ¶ | | +| | | | Includes 0% | | +| | | | down or down | | +| | | | payment. ¶ | | +| | | | Down payment | | +| | | | does not | | +| | | | impact/change | | +| | | | monthly credit | | +| | | | amount outlined | | +| | | | by offer. ¶ If | | +| | | | buying on the | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up, customer is | | +| | | | responsible and | | +| | | | will not | | +| | | | receive any | | +| | | | credits for an | | +| | | | additional | | +| | | | $6/mo. for the | | +| | | | Next Up upgrade | | +| | | | feature.¶ | | +| | | | Note: Customers | | +| | | | enrolled on an | | +| | | | active Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up at $5/mo. | | +| | | | are not | | +| | | | impacted by the | | +| | | | rate increase | | +| | | | effective | | +| | | | 7.14.22.Future | | +| | | | device | | +| | | | purchases on an | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up will be | | +| | | | impacted and | | +| | | | will reflect | | +| | | | the new Next Up | | +| | | | feature charge | | +| | | | of $6/mo. ¶ ¶ | | +| | | | If line is | | +| | | | disconnected | | +| | | | early, customer | | +| | | | responsible for | | +| | | | remaining | | +| | | | amount owed on | | +| | | | the installment | | +| | | | agreement.Line | | +| | | | must remain | | +| | | | active & in | | +| | | | good standing | | +| | | | throughout the | | +| | | | entirety of the | | +| | | | offer for all | | +| | | | credits to be | | +| | | | applied.CLN/CPO | | +| | | | excluded.Taxes | | +| | | | on full retail | | +| | | | price are due | | +| | | | at point of | | +| | | | sale.If the | | +| | | | discounted | | +| | | | phone is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill | | +| | | | credit.Free | | +| | | | Shipping, | | +| | | | backorders, and | | +| | | | port delays are | | +| | | | eligible if the | | +| | | | number(s) is | | +| | | | reserved while | | +| | | | the offer is in | | +| | | | effect.Winbacks | | +| | | | are treated as | | +| | | | an existing | | +| | | | customer. (a | | +| | | | Winback | | +| | | | requires a | | +| | | | customer to | | +| | | | port their | | +| | | | number back to | | +| | | | Contoso within 59 | | +| | | | days of leaving | | +| | | | Contoso.)A | | +| | | | conversion from | | +| | | | Prepaid/Cricket | | +| | | | is treated like | | +| | | | an existing | | +| | | | wireless | | +| | | | customer and | | +| | | | not a new | | +| | | | wireless gross | | +| | | | add.¶ How the | | +| | | | Credit Works ¶ | | +| | | | Customers will | | +| | | | receive the | | +| | | | bill credit of | | +| | | | offer if:¶ | | +| | | | Activating new | | +| | | | line or upgrade | | +| | | | existing line | | +| | | | and purchasing | | +| | | | an eligible | | +| | | | smartphone on | | +| | | | Contoso | | +| | | | installment | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Know | What | | +| | | | the Customer | | +| | | | Needs to Know | | | +| | | | FAQ This | | +| | | | article | | +| | | | provides detail | | +| | | | on using the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program and | | +| | | | tool to provide | | +| | | | value back to | | +| | | | CRU Business | | +| | | | customers for | | +| | | | their Mobile | | +| | | | devices.Looking | | +| | | | for Trade-In | | +| | | | promo support? | | +| | | | See Premium | | +| | | | Device Trade-In | | +| | | | Offer - BCSS | | +| | | | and Tiered Gets | | +| | | | Better with | | +| | | | Trade-In - | | +| | | | BCSS. The Contoso | | +| | | | Business Trade- | | +| | | | In program | | +| | | | enables CRU | | +| | | | Business | | +| | | | customers in | | +| | | | all segments to | | +| | | | earn credits on | | +| | | | their Contoso | | +| | | | wireless BAN | | +| | | | for mobile | | +| | | | devices | | +| | | | returned to | | +| | | | Contoso. When | | +| | | | customers are | | +| | | | upgrading | | +| | | | lines, porting | | +| | | | in lines, or | | +| | | | have devices | | +| | | | they're no | | +| | | | longer using, | | +| | | | use the tool to | | +| | | | configure a | | +| | | | quote for | | +| | | | device trade- | | +| | | | ins to help | | +| | | | them offset the | | +| | | | costs of any | | +| | | | new Contoso | | +| | | | equipment or | | +| | | | service | | +| | | | purchases. No | | +| | | | purchase is | | +| | | | necessary to | | +| | | | take advantage | | +| | | | of the tool. | | +| | | | Win more | | +| | | | business faster | | +| | | | by offering | | +| | | | trade-ins to | | +| | | | your customers: | | +| | | | The value from | | +| | | | the devices can | | +| | | | be used to | | +| | | | invest in new | | +| | | | solutions, | | +| | | | including | | +| | | | devices, Mobile | | +| | | | Protection Pack | | +| | | | for Business, | | +| | | | AMAs, security, | | +| | | | and so on. | | +| | | | Heads Up: The | | +| | | | customer must | | +| | | | be the sole and | | +| | | | rightful owner | | +| | | | of the device | | +| | | | they're trading | | +| | | | in. If they're | | +| | | | trading a | | +| | | | device on Contoso | | +| | | | Next, Equipment | | +| | | | Installment | | +| | | | Plan (EIP), or | | +| | | | a device that | | +| | | | was under a | | +| | | | 2-year | | +| | | | contract, the | | +| | | | balance must be | | +| | | | paid in full | | +| | | | before it can | | +| | | | be traded for | | +| | | | value on their | | +| | | | account. Contoso | | +| | | | Business Trade- | | +| | | | In Tool | | +| | | | Instructions | | +| | | | To learn how to | | +| | | | configure a | | +| | | | quote for your | | +| | | | customer, watch | | +| | | | the Trade-In | | +| | | | Tool Video | | +| | | | Demo. Once you | | +| | | | configure and | | +| | | | submit the | | +| | | | quote, the | | +| | | | customer | | +| | | | receives an | | +| | | | email detailing | | +| | | | how to access | | +| | | | the quote to | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions | | +| | | | (T&C), request | | +| | | | prepaid | | +| | | | materials and | | +| | | | labels to | | +| | | | return devices, | | +| | | | and to manage | | +| | | | their quotes | | +| | | | and reports. | | +| | | | When in context | | +| | | | in OPUS working | | +| | | | with a | | +| | | | customer, you | | +| | | | can access the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | through links | | +| | | | we've added to | | +| | | | OPUS and | | +| | | | Clarify. | | +| | | | Additionally, | | +| | | | when you click | | +| | | | the link, it | | +| | | | automatically | | +| | | | logs into the | | +| | | | tool; no need | | +| | | | to manage | | +| | | | separate login | | +| | | | credentials. | | +| | | | From OPUS, you | | +| | | | have 3 ways to | | +| | | | access the | | +| | | | trade-in tool: | | +| | | | OPUS Quick | | +| | | | Links Menu: | | +| | | | OPUS Quick | | +| | | | Links - | | +| | | | Screenshot | | +| | | | Accessibility | | +| | | | to this view | | +| | | | depends upon | | +| | | | user profile. | | +| | | | Not available | | +| | | | in all channels | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In Tool link | | +| | | | does not show | | +| | | | in OPUS Quick | | +| | | | Links until a | | +| | | | customer | | +| | | | account is | | +| | | | pulled up and | | +| | | | verified in | | +| | | | OPUS. | | +| | | | Customer | | +| | | | Summary Page: | | +| | | | If Then | | +| | | | Business Care | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Business Sales | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Order | | +| | | | Confirmation | | +| | | | Page: Order | | +| | | | Confirmation | | +| | | | Page - | | +| | | | Screenshot | | +| | | | From Clarify, | | +| | | | you have 2 ways | | +| | | | to access the | | +| | | | trade-in tool: | | +| | | | Quick Actions: | | +| | | | Quick Actions - | | +| | | | Screenshot | | +| | | | Needs - Tools & | | +| | | | Assistance: | | +| | | | Needs - Tools & | | +| | | | Assistance - | | +| | | | Screenshot | | +| | | | Select Create a | | +| | | | Quote. FAN and | | +| | | | BAN: The tool | | +| | | | uses the FAN | | +| | | | attached to the | | +| | | | account you | | +| | | | accessed in | | +| | | | OPUS and | | +| | | | displays all | | +| | | | the BANs | | +| | | | associated with | | +| | | | it. FAN and | | +| | | | BANs - | | +| | | | Screenshot | | +| | | | Select the BAN | | +| | | | the customer | | +| | | | would like the | | +| | | | trade-in credit | | +| | | | applied to. | | +| | | | Search for the | | +| | | | device type | | +| | | | they're seeking | | +| | | | to trade in. | | +| | | | Tool Tip: | | +| | | | Searching for a | | +| | | | specific device | | +| | | | returns fewer | | +| | | | options. For | | +| | | | example, | | +| | | | searching | | +| | | | iPhone would | | +| | | | return every | | +| | | | style of | | +| | | | iPhone; | | +| | | | searching | | +| | | | iPhone 6 | | +| | | | narrows the | | +| | | | results to the | | +| | | | available | | +| | | | iPhone 6 | | +| | | | models. Search | | +| | | | - Screenshot | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | displays search | | +| | | | results. The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program accepts | | +| | | | devices | | +| | | | previously on | | +| | | | other carrier | | +| | | | networks. | | +| | | | Multiple | | +| | | | carriers | | +| | | | display; select | | +| | | | the correct | | +| | | | carrier and | | +| | | | device | | +| | | | capacity. In | | +| | | | the Quantity | | +| | | | field, enter | | +| | | | the number of | | +| | | | devices and | | +| | | | click Add | | +| | | | Device. The | | +| | | | quantity of 1 | | +| | | | is the default. | | +| | | | The device you | | +| | | | selected | | +| | | | appears in the | | +| | | | Selected | | +| | | | devices cart. | | +| | | | Selected | | +| | | | Devices - | | +| | | | Screenshot | | +| | | | When all | | +| | | | devices are | | +| | | | added, select | | +| | | | Review Quote. | | +| | | | Review Quote - | | +| | | | Screenshot A | | +| | | | summary page | | +| | | | displays. | | +| | | | Review for | | +| | | | accuracy. Make | | +| | | | adjustments to | | +| | | | the trade-in | | +| | | | quote, such as | | +| | | | devices or | | +| | | | quantities on | | +| | | | this page. | | +| | | | Quote Summary - | | +| | | | Screenshot If | | +| | | | all information | | +| | | | is correct: | | +| | | | In the | | +| | | | appropriate | | +| | | | field (if not | | +| | | | already), enter | | +| | | | their company | | +| | | | name. Select | | +| | | | Generate. | | +| | | | Generate - | | +| | | | ScreenshotA | | +| | | | quote summary | | +| | | | and number | | +| | | | generate. Quote | | +| | | | Summary - | | +| | | | Screenshot | | +| | | | Click Add | | +| | | | Customer | | +| | | | Information. | | +| | | | Review the | | +| | | | auto-populated | | +| | | | Primary contact | | +| | | | information | | +| | | | fields with | | +| | | | your customer | | +| | | | and enter any | | +| | | | missing | | +| | | | information: | | +| | | | Customer Email | | +| | | | Address Source: | | +| | | | Content: . | | +| | | | Confirm this | | +| | | | email address | | +| | | | to ensure they | | +| | | | receive the | | +| | | | quote. BAN | | +| | | | FANCustomer | | +| | | | Information - | | +| | | | Screenshot 10 | | +| | | | Prior to | | +| | | | submitting, | | +| | | | cover their | | +| | | | next steps to | | +| | | | properly | | +| | | | prepare devices | | +| | | | for trade-in. | | +| | | | If they're | | +| | | | upgrading and | | +| | | | receiving new | | +| | | | devices, as | | +| | | | well as trading | | +| | | | in devices, | | +| | | | they must use | | +| | | | the unique | | +| | | | shipping | | +| | | | materials and | | +| | | | labels from the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program to ship | | +| | | | their trade-in | | +| | | | devices back. | | +| | | | They should not | | +| | | | use the label | | +| | | | included with | | +| | | | their new | | +| | | | device. Using | | +| | | | the return | | +| | | | label that | | +| | | | arrives with | | +| | | | the new device | | +| | | | causes the | | +| | | | trade-in device | | +| | | | to return to | | +| | | | the wrong | | +| | | | warehouse and | | +| | | | prevents them | | +| | | | from receiving | | +| | | | credit.Suggeste | | +| | | | d Verbiage: | | +| | | | You'll receive | | +| | | | an email | | +| | | | shortly giving | | +| | | | you | | +| | | | instructions to | | +| | | | log into Contoso | | +| | | | Business Trade- | | +| | | | In to review | | +| | | | and accept the | | +| | | | quote I've | | +| | | | created for | | +| | | | you. Once you | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions, | | +| | | | you'll receive | | +| | | | customized | | +| | | | shipping | | +| | | | materials to | | +| | | | the address you | | +| | | | provide within | | +| | | | 5-7 business | | +| | | | days. Use only | | +| | | | these materials | | +| | | | to return | | +| | | | devices to | | +| | | | ensure accurate | | +| | | | tracking of | | +| | | | your trade-ins. | | +| | | | The shipping | | +| | | | materials | | +| | | | include | | +| | | | everything | | +| | | | you'll need to | | +| | | | send in your | | +| | | | devices | | +| | | | including | | +| | | | boxes, | | +| | | | cardboard | | +| | | | dividers, | | +| | | | sleeves to | | +| | | | protect the | | +| | | | phones, and | | +| | | | prepaid UPS | | +| | | | return labels. | | +| | | | You'll also | | +| | | | receive | | +| | | | valuable | | +| | | | information | | +| | | | about: How | | +| | | | to turn off | | +| | | | activation | | +| | | | locks prior to | | +| | | | shipping | | +| | | | devices How to | | +| | | | update the | | +| | | | quote 11 | | +| | | | Select Submit | | +| | | | to Customer and | | +| | | | a pop-up | | +| | | | displays. | | +| | | | Acknowledgement | | +| | | | - Screenshot | | +| | | | 12 Select Send | | +| | | | Quote to | | +| | | | proceed and | | +| | | | submit the | | +| | | | quote for their | | +| | | | review. Upon | | +| | | | submission, | | +| | | | they receive | | +| | | | the quote sent | | +| | | | to the email | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. The | | +| | | | email includes | | +| | | | the details of | | +| | | | their trade-in | | +| | | | quote, such as: | | +| | | | Instructions on | | +| | | | accessing the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | via links | | +| | | | within their | | +| | | | Premier account | | +| | | | Quote #/$ Value | | +| | | | /Expiration | | +| | | | Date 14 If | | +| | | | your customer | | +| | | | calls with | | +| | | | questions about | | +| | | | their quote, | | +| | | | status of their | | +| | | | shipping | | +| | | | materials, | | +| | | | receipt of | | +| | | | their devices, | | +| | | | or trade-in | | +| | | | credit, warm | | +| | | | transfer them | | +| | | | to the Contoso | | +| | | | Business Trade- | | +| | | | In Support Team | | +| | | | available at | | +| | | | 866.993.5800 | | +| | | | (Monday-Friday, | | +| | | | 9 a.m. - 5 p.m. | | +| | | | CT) or via | | +| | | | email at suppor | | +| | | | t@attbusinesstr | | +| | | | adein.com. | | +| | | | Accept/Edit the | | +| | | | Quote | | +| | | | Instructions to | | +| | | | access the | | +| | | | quote are | | +| | | | emailed to | | +| | | | customers using | | +| | | | the email | | +| | | | address they | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. To | | +| | | | accept or edit | | +| | | | the trade-in | | +| | | | quote, they | | +| | | | access the link | | +| | | | to their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool through | | +| | | | their Premier | | +| | | | account. | | +| | | | Within Premier, | | +| | | | they can access | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In link | | +| | | | (labeled Trade- | | +| | | | In Program) 2 | | +| | | | ways: | | +| | | | Premier Online | | +| | | | Care: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Premier Online | | +| | | | Sales: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Heads Up: | | +| | | | Customers that | | +| | | | have been | | +| | | | migrated to | | +| | | | myatt.com will | | +| | | | need to access | | +| | | | the link to | | +| | | | their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | included in the | | +| | | | email or use ww | | +| | | | w.attbusinesstr | | +| | | | adein.com. | | +| | | | After selecting | | +| | | | Trade-In | | +| | | | Program, from | | +| | | | the homepage | | +| | | | they select | | +| | | | Manage Quotes. | | +| | | | Manage Quotes - | | +| | | | Screenshot Now | | +| | | | they can select | | +| | | | the quote you | | +| | | | created for | | +| | | | them by | | +| | | | clicking the | | +| | | | quote number. | | +| | | | Quotes - | | +| | | | Screenshot | | +| | | | Click the Add | | +| | | | Contact | | +| | | | Information | | +| | | | button. Once | | +| | | | selected: | | +| | | | They can edit | | +| | | | the make, | | +| | | | model, and | | +| | | | quantity of | | +| | | | devices prior | | +| | | | to accepting | | +| | | | it. Effective | | +| | | | April 7, 20019, | | +| | | | Contoso Business | | +| | | | Trade-In will | | +| | | | provide 2 | | +| | | | options for | | +| | | | customers to | | +| | | | receive prepaid | | +| | | | shipping labels | | +| | | | for their | | +| | | | locations to | | +| | | | return devices. | | +| | | | Customers | | +| | | | select one of | | +| | | | the options | | +| | | | when accepting | | +| | | | their trade-in | | +| | | | quote. | | +| | | | Option 1: Link | | +| | | | provided for | | +| | | | location(s) to | | +| | | | print prepaid | | +| | | | labels and use | | +| | | | their own | | +| | | | shipping | | +| | | | materials (link | | +| | | | available | | +| | | | immediately). | | +| | | | Option 2: Contoso | | +| | | | Business Trade- | | +| | | | In sends | | +| | | | prepaid labels | | +| | | | and free | | +| | | | shipping | | +| | | | materials to | | +| | | | locations | | +| | | | (materials | | +| | | | arrive in 5 – 7 | | +| | | | days). The | | +| | | | customer | | +| | | | accepts the | | +| | | | T&Cs and | | +| | | | receive an | | +| | | | email | | +| | | | confirmation | | +| | | | with: | | +| | | | Information | | +| | | | about shipping | | +| | | | materials - | | +| | | | Including link | | +| | | | to print labels | | +| | | | if they | | +| | | | selected that | | +| | | | option. Steps | | +| | | | to ensure | | +| | | | smooth | | +| | | | processing. | | +| | | | Explanation of | | +| | | | the processing | | +| | | | and credit | | +| | | | process. Contoso | | +| | | | Business Trade- | | +| | | | In Processing | | +| | | | Center Receives | | +| | | | Devices The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Processing | | +| | | | Center confirms | | +| | | | actual trade-in | | +| | | | value based on | | +| | | | device | | +| | | | conditions. | | +| | | | Does the device | | +| | | | power on and | | +| | | | off? Has the | | +| | | | Activation Lock | | +| | | | been disabled | | +| | | | (Find my | | +| | | | iPhone-FMiP)? | | +| | | | Is the device | | +| | | | functioning | | +| | | | correctly and | | +| | | | intact, free of | | +| | | | any chips, | | +| | | | cracks, | | +| | | | bruised/dead | | +| | | | pixels, or | | +| | | | burn-in? | | +| | | | Source: | | +| | | | Content: the | | +| | | | promotional | | +| | | | installment | | +| | | | credits.¶ What | | +| | | | the Customer | | +| | | | Can Expect¶ ¶ | | +| | | | Process begins | | +| | | | when the | | +| | | | Customer’s | | +| | | | order ships. | | +| | | | Not when it is | | +| | | | ordered. If a | | +| | | | customer has no | | +| | | | other | | +| | | | promotions | | +| | | | beyond the | | +| | | | Trade-in, they | | +| | | | will receive a | | +| | | | welcome email | | +| | | | from donotreply | | +| | | | @ATT.TradeIn- | | +| | | | Program.com in | | +| | | | 1-2 days.¶ | | +| | | | This email is | | +| | | | generated by an | | +| | | | automated | | +| | | | process and | | +| | | | includes a link | | +| | | | that allows the | | +| | | | customer to | | +| | | | print their own | | +| | | | return label.¶ | | +| | | | However¶ ¶ If | | +| | | | the customer | | +| | | | has multiple | | +| | | | promotions | | +| | | | stacked on the | | +| | | | order a manual | | +| | | | process is used | | +| | | | to generate the | | +| | | | welcome email | | +| | | | from, donotrepl | | +| | | | y@ATT.TradeIn- | | +| | | | Program.com and | | +| | | | it can take | | +| | | | 7-10 days for | | +| | | | the welcome | | +| | | | email to | | +| | | | arrive.¶ ¶ | | +| | | | Due to lack of | | +| | | | automation the | | +| | | | customer will | | +| | | | also be getting | | +| | | | a return label | | +| | | | shipped to them | | +| | | | - the process | | +| | | | can take an | | +| | | | additional 7-10 | | +| | | | days depending | | +| | | | on the speed of | | +| | | | the postal | | +| | | | service.¶ | | +| | | | Customers need | | +| | | | to save the | | +| | | | tracking | | +| | | | numbers on | | +| | | | their return | | +| | | | labels, Contoso | | +| | | | has no way to | | +| | | | retrieve them | | +| | | | for the | | +| | | | customer.¶ ¶ | | +| | | | Once customer | | +| | | | have their | | +| | | | shipping | | +| | | | material | | +| | | | (either printed | | +| | | | out or sent to | | +| | | | them by mail) | | +| | | | they may return | | +| | | | their devices – | | +| | | | The customer | | +| | | | controls the | | +| | | | timeline on | | +| | | | this. Trade-in | | +| | | | travels to | | +| | | | Contoso’s trade-in | | +| | | | warehouse - Up | | +| | | | to a week | | +| | | | depending on | | +| | | | the postal | | +| | | | service. When | | +| | | | the Package | | +| | | | arrives at the | | +| | | | Contoso Trade in | | +| | | | Center it is | | +| | | | scanned in.¶ | | +| | | | That scan | | +| | | | generates a | | +| | | | second email to | | +| | | | the customer | | +| | | | letting the | | +| | | | customer know | | +| | | | the device has | | +| | | | arrived at Contoso | | +| | | | and is being | | +| | | | assessed. ¶ | | +| | | | Assessment | | +| | | | takes 7-10 | | +| | | | days. Once a | | +| | | | week a report | | +| | | | is sent to Contoso | | +| | | | for processing | | +| | | | – Every 7 days. | | +| | | | Contoso Manually | | +| | | | formats the | | +| | | | report and | | +| | | | scrubs for | | +| | | | errors. – 7 | | +| | | | Days Contoso runs | | +| | | | scripting that | | +| | | | confirms or | | +| | | | denies | | +| | | | eligibility – 1 | | +| | | | day. Credits | | +| | | | begin in 1 -2 | | +| | | | Bill cycles. | | +| | | | Most Accounts | | +| | | | will see | | +| | | | credits begin | | +| | | | within 3 | | +| | | | billing cycles. | | +| | | | Check in | | +| | | | AIR/Order Track | | +| | | | to confirm if | | +| | | | device was | | +| | | | received to the | | +| | | | warehouse.¶ ¶ | | +| | | | In AIR, enter | | +| | | | the RMA number | | +| | | | listed as an | | +| | | | invoice | | +| | | | number.¶ ¶ | | +| | | | You can look up | | +| | | | the RMA number | | +| | | | that generated | | +| | | | during the | | +| | | | original order | | +| | | | in Order | | +| | | | Track.If the | | +| | | | RMA number | | +| | | | displays a | | +| | | | device in AIR, | | +| | | | the customer | | +| | | | has used the | | +| | | | BRE label | | +| | | | instead of the | | +| | | | return label.¶ | | +| | | | If device was | | +| | | | received by the | | +| | | | incorrect | | +| | | | warehouse, | | +| | | | create an | | +| | | | Clarify Urgent | | +| | | | Case to engage | | +| | | | the ICU team. | | +| | | | Include:¶ | | +| | | | CTN(s) needing | | +| | | | creditsName of | | +| | | | the | | +| | | | promotionM&P | | +| | | | IDCredit amount | | +| | | | anticipatedOrde | | +| | | | r numberAny | | +| | | | other relevant | | +| | | | information¶ | | +| | | | Provide the | | +| | | | customer the | | +| | | | case | | +| | | | information and | | +| | | | set expectation | | +| | | | of 3 business | | +| | | | days for ICU | | +| | | | team to | | +| | | | investigate. | | +| | | | If credit is | | +| | | | approved, | | +| | | | credits take up | | +| | | | to 3 billing | | +| | | | cycles. Note | | +| | | | the customer’s | | +| | | | account. For | | +| | | | access issues, | | +| | | | managers should | | +| | | | input a request | | +| | | | through | | +| | | | MyTickets as | | +| | | | representative | | +| | | | requests are | | +| | | | automatically | | +| | | | rejected. For | | +| | | | password | | +| | | | resets, use the | | +| | | | Global Login | | +| | | | Access Portal. | | +| | | | Customer Has | | +| | | | Not Received | | +| | | | Shipping | | +| | | | Materials or | | +| | | | Trade-In Email | | +| | | | Customers can: | | +| | | | ¶ ¶ Send an | | +| | | | email to the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Support mailbox | | +| | | | at support@attb | | +| | | | usinesstradein. | | +| | | | com. ¶ ¶ | | +| | | | Email should | | +| | | | include all | | +| | | | necessary | | +| | | | information | | +| | | | with Customer | | +| | | | Name / Email | | +| | | | Not Received or | | +| | | | Customer Name / | | +| | | | Shipping Kit | | +| | | | Not Received in | | +| | | | the subject | | +| | | | line.Emails are | | +| | | | responded to | | +| | | | within 48 hours | | +| | | | ¶ Contact the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Support: | | +| | | | 866.993.5800, | | +| | | | M-F 9 am –5 pm | | +| | | | CT to request | | +| | | | materials be | | +| | | | sent. | | +| | | | Representatives | | +| | | | can:¶ ¶ | | +| | | | Contact the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Support: | | +| | | | 866-993-5800, | | +| | | | M-F 9 am –5 pm | | +| | | | CT to request | | +| | | | materials be | | +| | | | sent. but | | +| | | | Create a | | +| | | | Clarify Urgent | | +| | | | Case to engage | | +| | | | the ICU team. | | +| | | | Include the | | +| | | | following | | +| | | | information.¶ | | +| | | | ¶ CTN(s) | | +| | | | needing credits | | +| | | | Name of the | | +| | | | promotion M&P | | +| | | | ID Credit | | +| | | | amount | | +| | | | anticipated | | +| | | | Order number | | +| | | | Any other | | +| | | | relevant | | +| | | | information | | +| | | | Managers: In | | +| | | | most cases the | | +| | | | Urgent case | | +| | | | routing is | | +| | | | automatic | | +| | | | however, if | | +| | | | Clarify asks | | +| | | | for which Queue | | +| | | | to route to, | | +| | | | Select BRD- ICU | | +| | | | Non-Tech. | | +| | | | Customer | | +| | | | Requests Status | | +| | | | Update After | | +| | | | Returning | | +| | | | Device¶ ¶ | | +| | | | Confirm when | | +| | | | the customer | | +| | | | shipped the | | +| | | | device back if | | +| | | | it was done | | +| | | | recently (in | | +| | | | the last week) | | +| | | | ask if the | | +| | | | customer saved | | +| | | | their tracking | | +| | | | number.¶ ¶ | | +| | | | Customers can | | +| | | | use https://www | | +| | | | .usps.com/manag | | +| | | | e/ To track | | +| | | | their | | +| | | | package.Due to | | +| | | | privacy | | +| | | | concerns | | +| | | | representatives | | +| | | | do not have | | +| | | | access to the | | +| | | | Customer’s | | +| | | | tracking | | +| | | | number. ¶ If | | +| | | | the Source: | | ++----+----------------+----------------+------------------+--------------+ +| 17 | what is the | Beginning | Content: | 8 | +| | best deal on | February 9, | Beginning | | +| | an adroid | 2022, for a | February 9, | | +| | phone? | limited time | 2022, for a | | +| | | only, | limited time | | +| | | Business | only, Business | | +| | | customers | customers get | | +| | | can get up | great savings | | +| | | to $800 in | on an eligible | | +| | | Max Credits | new Android | | +| | | on an | smartphone when | | +| | | eligible new | they trade-in a | | +| | | Android | qualifying | | +| | | smartphone | device, Any | | +| | | when they | Year Any | | +| | | trade-in a | Condition, | | +| | | qualifying | activate on an | | +| | | device, Any | eligible Contoso | | +| | | Year Any | wireless plan | | +| | | Condition, | and purchase on | | +| | | activate on | a qualifying | | +| | | an eligible | installment | | +| | | Contoso | plan! ¶ Get | | +| | | wireless | up to $800 in | | +| | | plan and | Max Credits!¶ | | +| | | purchase on | ¶ ¶ New Lines | | +| | | a qualifying | & UpgradesEligi | | +| | | installment | ble Android | | +| | | plan. | device purchase | | +| | | (Source: | on Contoso | | +| | | context) | Installment | | +| | | | planAny Year | | +| | | | Any Condition, | | +| | | | Trade-In a | | +| | | | qualifying | | +| | | | smartphone | | +| | | | w/min. TiV of | | +| | | | $35.¶ | | +| | | | customers get | | +| | | | great savings | | +| | | | on an eligible | | +| | | | new Android | | +| | | | smartphone they | | +| | | | trade-in a | | +| | | | qualifying | | +| | | | device Any Year | | +| | | | Any Condition, | | +| | | | activate on an | | +| | | | eligible Contoso | | +| | | | wireless plan | | +| | | | and purchase on | | +| | | | a qualifying | | +| | | | installment | | +| | | | plan! ¶ | | +| | | | What's NewJune | | +| | | | 2, 2023¶ | | +| | | | Reinstating the | | +| | | | “Any Year, Any | | +| | | | Condition” | | +| | | | trade-in | | +| | | | eligibility | | +| | | | rules for | | +| | | | Samsung Note, S | | +| | | | and Z series | | +| | | | trade-in | | +| | | | devices only. | | +| | | | All other | | +| | | | trade-in | | +| | | | devices w/ a | | +| | | | $35+ TIV after | | +| | | | the condition | | +| | | | assessment will | | +| | | | qualify for the | | +| | | | promotion. The | | +| | | | max bill | | +| | | | credits will | | +| | | | move to $800 | | +| | | | off the S23 | | +| | | | series, Z Flip4 | | +| | | | & Z Fold4. The | | +| | | | last day for | | +| | | | $1,000 off w/ | | +| | | | $150+TIV, $700 | | +| | | | off w/ $70+ TIV | | +| | | | and $350 off w/ | | +| | | | $35+ TIV is | | +| | | | 6/1/23. The | | +| | | | trade-in | | +| | | | eligible list | | +| | | | has been | | +| | | | updated to | | +| | | | include all | | +| | | | Galaxy S and | | +| | | | Note models.¶ | | +| | | | (The list | | +| | | | should be | | +| | | | considered as | | +| | | | one resource | | +| | | | for support | | +| | | | teams and is | | +| | | | not an | | +| | | | exclusive list | | +| | | | of all devices | | +| | | | that may | | +| | | | satisfy the | | +| | | | $35+ TiV | | +| | | | requirement for | | +| | | | any offer). ¶ | | +| | | | ¶ May 12, | | +| | | | 2023¶ ¶ | | +| | | | Removing the | | +| | | | “Any Year Any | | +| | | | Condition” | | +| | | | trade-in | | +| | | | eligibility and | | +| | | | moving to a | | +| | | | 3-tier trade-in | | +| | | | construct | | +| | | | (based on the | | +| | | | value after | | +| | | | condition | | +| | | | questions have | | +| | | | been | | +| | | | answered).The | | +| | | | S23 series, the | | +| | | | Z Flip4 and Z | | +| | | | Fold4 will be | | +| | | | eligible for up | | +| | | | to $1,000 off | | +| | | | with a $150+ | | +| | | | TIV, $700 off | | +| | | | with a $70-$149 | | +| | | | TIV or $350 off | | +| | | | with a $35-$69 | | +| | | | TIV (max bill | | +| | | | credits will | | +| | | | not exceed the | | +| | | | MSRP of a | | +| | | | device). ¶ The | | +| | | | last day at up | | +| | | | to $1,000 off | | +| | | | the Z Flip4 and | | +| | | | $800 off the | | +| | | | S23, S23+, S23 | | +| | | | Ultra, and Z | | +| | | | Fold4 w/ AYAC | | +| | | | trade-in is | | +| | | | 5/11/23. ¶ | | +| | | | Removing the | | +| | | | Google Pixel 7 | | +| | | | Pro from the | | +| | | | offer. ¶ The | | +| | | | last day | | +| | | | eligible for | | +| | | | $800 off w/ | | +| | | | trade-in is | | +| | | | 5/11/23. ¶ | | +| | | | Updating the | | +| | | | Trade-in device | | +| | | | eligible list | | +| | | | (last day | | +| | | | eligible is | | +| | | | 5/11/23) see | | +| | | | updated grid in | | +| | | | section below.¶ | | +| | | | March 31, 2023¶ | | +| | | | ¶ Max bill | | +| | | | credits move to | | +| | | | $800 off on the | | +| | | | Google Pixel 7 | | +| | | | Pro. ¶ ¶ The | | +| | | | last day | | +| | | | eligible at | | +| | | | $1,000 off w/ a | | +| | | | qualifying | | +| | | | trade-in is | | +| | | | 3/30/23. No | | +| | | | impact to AYAC | | +| | | | trade-in | | +| | | | eligibility. | | +| | | | The Samsung | | +| | | | Galaxy Z Flip4 | | +| | | | will remain at | | +| | | | $1,000 off. ¶ | | +| | | | ¶ March 3, | | +| | | | 2023¶ ¶ Max | | +| | | | bill credits | | +| | | | move to $800 | | +| | | | off on the | | +| | | | Samsung Galaxy | | +| | | | S23 series, | | +| | | | Fold4.¶ ¶ The | | +| | | | last day | | +| | | | eligible at | | +| | | | $1,000 off w/ a | | +| | | | qualifying | | +| | | | trade-in is | | +| | | | 3/2/23. ¶ The | | +| | | | Fold4 and Pixel | | +| | | | 7Pro remain at | | +| | | | $1000 off.¶ | | +| | | | February 1, | | +| | | | 2023¶ ¶ | | +| | | | Reinstating the | | +| | | | “Any Year, Any | | +| | | | Condition” | | +| | | | trade-in | | +| | | | eligibility | | +| | | | rules for | | +| | | | Samsung Note, S | | +| | | | and Z series | | +| | | | trade-in | | +| | | | devices. ¶ ¶ | | +| | | | All other | | +| | | | devices that | | +| | | | are valued at | | +| | | | $35 before | | +| | | | condition | | +| | | | questions are | | +| | | | answered will | | +| | | | qualify | | +| | | | customers for | | +| | | | up to $1,000 in | | +| | | | bill credits on | | +| | | | eligible | | +| | | | devices. ¶ | | +| | | | Adding the new | | +| | | | Samsung Galaxy | | +| | | | S23, S23+ and | | +| | | | S23 Ultra into | | +| | | | the offer at up | | +| | | | to $1000 in | | +| | | | bill credits | | +| | | | with an | | +| | | | eligible trade- | | +| | | | in. Increasing | | +| | | | the max bill | | +| | | | credits on the | | +| | | | Samsung Galaxy | | +| | | | Z Flip4 and Z | | +| | | | Fold4 and the | | +| | | | Google Pixel 7 | | +| | | | Pro to up to | | +| | | | $1,000 in bill | | +| | | | credits with an | | +| | | | eligible trade- | | +| | | | in. The last | | +| | | | day at $800 off | | +| | | | w/ 35 TIV is | | +| | | | 1/31/23. | | +| | | | Removing the | | +| | | | Samsung Galaxy | | +| | | | S22, S22+ and | | +| | | | S22 Ultra from | | +| | | | the offer. The | | +| | | | last day | | +| | | | eligible is | | +| | | | 1/31/23. ¶ | | +| | | | January 27, | | +| | | | 2023¶ ¶ The | | +| | | | trade-in | | +| | | | eligible list | | +| | | | has been | | +| | | | updated to | | +| | | | include all | | +| | | | Note1/S1, Pixel | | +| | | | 1 models and | | +| | | | above (the list | | +| | | | should be | | +| | | | considered as | | +| | | | one resource | | +| | | | for support | | +| | | | teams and is | | +| | | | Source: | | +| | | | Content: 7 | | +| | | | Plus. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 9/2/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above, | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | September 1st | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 9/2/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the devices | | +| | | | impacted, will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 8/5/22 Select | | +| | | | device trade-in | | +| | | | values (TIV) | | +| | | | changed from | | +| | | | $35 to $5 and | | +| | | | will be | | +| | | | ineligible as | | +| | | | qualifying | | +| | | | trade-ins. | | +| | | | Trade-in | | +| | | | devices | | +| | | | impacted: | | +| | | | Nord100, Asus | | +| | | | Rog Phone2, | | +| | | | OnePlus 6T, | | +| | | | Razer 2, Google | | +| | | | Pixel 3, 3a, | | +| | | | 3XL, 3a XL, LG | | +| | | | K92, Moto One | | +| | | | Ace 5G. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 8/5/22 and | | +| | | | return to | | +| | | | trade-in one | | +| | | | of the devices | | +| | | | listed above | | +| | | | will get the | | +| | | | offer credits, | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | August 4th | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 8/5/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the impacted | | +| | | | devices will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 4/22/22 the | | +| | | | Samsung A13 5G | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $100 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade-in. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | before 4/22/22 | | +| | | | and trade-in a | | +| | | | Samsung A13 5G | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. ¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | issue the $5 | | +| | | | TIV to the | | +| | | | customer. A | | +| | | | radio button | | +| | | | for the offer | | +| | | | will not | | +| | | | display due to | | +| | | | the TIV being | | +| | | | below the | | +| | | | requirements. | | +| | | | The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after | | +| | | | 4/22/22 and | | +| | | | trade-in a | | +| | | | Samsung A13 5G | | +| | | | will only | | +| | | | receive $5 TIV | | +| | | | and will not be | | +| | | | eligible for | | +| | | | the offer. | | +| | | | Credit Details | | +| | | | ¶ Must be a | | +| | | | new line, or | | +| | | | upgrade. | | +| | | | Customer has 30 | | +| | | | days from | | +| | | | activation date | | +| | | | to perform | | +| | | | their trade | | +| | | | in.Customers | | +| | | | with Free | | +| | | | Shipping may | | +| | | | have a delay in | | +| | | | receiving their | | +| | | | smartphones due | | +| | | | to inventory | | +| | | | constraints. | | +| | | | Please note 30 | | +| | | | days from | | +| | | | activation date | | +| | | | could be | | +| | | | different from | | +| | | | purchase date | | +| | | | (due to above s | | +| | | | cenario).Custom | | +| | | | er may qualify | | +| | | | for multiple | | +| | | | monthly bill | | +| | | | credits | | +| | | | smartphone | | +| | | | offers for each | | +| | | | qualifying new | | +| | | | purchase | | +| | | | w/qualifying | | +| | | | trade-in; limit | | +| | | | on number of | | +| | | | lines eligible | | +| | | | will depends on | | +| | | | customer’s | | +| | | | credit | | +| | | | eligibility | | +| | | | (BAU).Eligible | | +| | | | smartphones | | +| | | | must be | | +| | | | purchased on | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan. ¶ | | +| | | | Includes 0% | | +| | | | down or down | | +| | | | payment. ¶ | | +| | | | Down payment | | +| | | | does not | | +| | | | impact/change | | +| | | | monthly credit | | +| | | | amount outlined | | +| | | | by offer. ¶ If | | +| | | | buying on the | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up, customer is | | +| | | | responsible and | | +| | | | will not | | +| | | | receive any | | +| | | | credits for an | | +| | | | additional | | +| | | | $6/mo. for the | | +| | | | Next Up upgrade | | +| | | | feature.¶ | | +| | | | Note: Customers | | +| | | | enrolled on an | | +| | | | active Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up at $5/mo. | | +| | | | are not | | +| | | | impacted by the | | +| | | | rate increase | | +| | | | effective | | +| | | | 7.14.22.Future | | +| | | | device | | +| | | | purchases on an | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up will be | | +| | | | impacted and | | +| | | | will reflect | | +| | | | the new Next Up | | +| | | | feature charge | | +| | | | of $6/mo. ¶ ¶ | | +| | | | If line is | | +| | | | disconnected | | +| | | | early, customer | | +| | | | responsible for | | +| | | | remaining | | +| | | | amount owed on | | +| | | | the installment | | +| | | | agreement.Line | | +| | | | must remain | | +| | | | active & in | | +| | | | good standing | | +| | | | throughout the | | +| | | | entirety of the | | +| | | | offer for all | | +| | | | credits to be | | +| | | | applied.CLN/CPO | | +| | | | excluded.Taxes | | +| | | | on full retail | | +| | | | price are due | | +| | | | at point of | | +| | | | sale.If the | | +| | | | discounted | | +| | | | phone is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill | | +| | | | credit.Free | | +| | | | Shipping, | | +| | | | backorders, and | | +| | | | port delays are | | +| | | | eligible if the | | +| | | | number(s) is | | +| | | | reserved while | | +| | | | the offer is in | | +| | | | effect.Winbacks | | +| | | | are treated as | | +| | | | an existing | | +| | | | customer. (a | | +| | | | Winback | | +| | | | requires a | | +| | | | customer to | | +| | | | port their | | +| | | | number back to | | +| | | | Contoso within 59 | | +| | | | days of leaving | | +| | | | Contoso.)A | | +| | | | conversion from | | +| | | | Prepaid/Cricket | | +| | | | is treated like | | +| | | | an existing | | +| | | | wireless | | +| | | | customer and | | +| | | | not a new | | +| | | | wireless gross | | +| | | | add.¶ How the | | +| | | | Credit Works ¶ | | +| | | | Customers will | | +| | | | receive the | | +| | | | bill credit of | | +| | | | offer if:¶ | | +| | | | Activating new | | +| | | | line or upgrade | | +| | | | existing line | | +| | | | and purchasing | | +| | | | an eligible | | +| | | | smartphone on | | +| | | | Contoso | | +| | | | installment | | +| | | | Source: | | +| | | | Content: S4 | | +| | | | Duos, S4 Mini, | | +| | | | S4 Mini Duos, | | +| | | | S4 Triband, S4 | | +| | | | Value Edition, | | +| | | | S4 zoom, S5, S5 | | +| | | | Active, S5 | | +| | | | Duos, S5 mini, | | +| | | | S5 Neo, S5 | | +| | | | Prime, S5 | | +| | | | Sport, S6, S6 | | +| | | | Active, S6 | | +| | | | Edge, S6 Edge+ | | +| | | | Duos, S6 Edge | | +| | | | TD, S6 Edge+, | | +| | | | S7, S7 Active, | | +| | | | S7 Edge, S8, S8 | | +| | | | Active, S8 | | +| | | | Duos, S8+, S9, | | +| | | | S9+, S9+ Duos, | | +| | | | S10, S10+, S10 | | +| | | | 5G, S10e, S10 | | +| | | | Lite, S20, S20 | | +| | | | 5G, S20+, S20+ | | +| | | | 5G, S20 FE, S20 | | +| | | | FE 5G, S20 | | +| | | | Ultra 5G, S20+ | | +| | | | 5G, S21 5G, S21 | | +| | | | FE 5G, S21+ 5G, | | +| | | | S21 Ultra 5G, | | +| | | | S22, S22+, S22 | | +| | | | Ultra, S23, | | +| | | | S23+, S23 | | +| | | | Ultra, Note, | | +| | | | Note FE, Note | | +| | | | 3, Note 3 Duos, | | +| | | | Note 3 Neo, | | +| | | | Note 3 TD, Note | | +| | | | 4, Note 4 Duos, | | +| | | | Note 4 S-LTE, | | +| | | | Note II, Note | | +| | | | II LTE, Note | | +| | | | III, Note III | | +| | | | Neo, Note LTE, | | +| | | | Note5, Note5 | | +| | | | Duos, Note 7, | | +| | | | Note Edge, | | +| | | | Note8, Note 8 | | +| | | | Duos, Note9, | | +| | | | Note10, Note10 | | +| | | | 5G, Note 10 | | +| | | | Lite, Note10+, | | +| | | | Note10+ 5G, | | +| | | | Note20, Note20 | | +| | | | 5G, Note20 | | +| | | | Ultra, Note20 | | +| | | | Ultra 5G, Z | | +| | | | Flip, Z Flip | | +| | | | 5G, Z Fold, Z | | +| | | | Fold 5G, Z | | +| | | | Flip3 5G, | | +| | | | ZFold2 5G, Z | | +| | | | Fold3 5G, Z | | +| | | | Flip4, Z Fold4 | | +| | | | Google: Pixel | | +| | | | 4, 4 XL, 4a, 5, | | +| | | | 5a, 6a, 6, 6 | | +| | | | Pro, 7, 7Pro | | +| | | | LG: Stylo6, V50 | | +| | | | ThinQ™, V60 | | +| | | | ThinQ™, WING™ | | +| | | | 5G OTHER: One | | +| | | | Plus 7, OnePlus | | +| | | | 7 Pro, OnePlus | | +| | | | 7 Pro 5G, | | +| | | | OnePlus 7T, | | +| | | | OnePlus 7T Pro | | +| | | | 5G, OnePlus 8 | | +| | | | 5G, OnePlus 8 | | +| | | | Pro, OnePlus | | +| | | | 8T, OnePlus | | +| | | | 8T+, One Plus | | +| | | | 8, OnePlus 9 | | +| | | | 5G, OnePlus 9 | | +| | | | Pro 5G, OnePlus | | +| | | | 10 Pro, Moto G | | +| | | | Stylus, Moto G | | +| | | | Stylus 5G, Moto | | +| | | | Edge, Moto | | +| | | | Edge+, Asus Rog | | +| | | | Phone 3, ZTE | | +| | | | Red Magic 3, | | +| | | | Microsoft | | +| | | | Surface Duo, | | +| | | | OnePlus 9 5G, | | +| | | | OnePlus 9 Pro | | +| | | | 5G, OnePlus 10 | | +| | | | Pro, Moto razr | | +| | | | 5G, Redmi Note | | +| | | | 10 Pro, Moto | | +| | | | edge+ 5G UW | | +| | | | Offer Credits | | +| | | | Matrix | | +| | | | Eligible Device | | +| | | | Eligible Trade- | | +| | | | In Monthly | | +| | | | Pricing | | +| | | | Samsung¶ S23 | | +| | | | 128GB Retail | | +| | | | Price $800 S23 | | +| | | | 256GB Retail | | +| | | | Price $860S23+ | | +| | | | 256GB Retail | | +| | | | Price $1000 | | +| | | | S23+ 512GB | | +| | | | Retail Price | | +| | | | $1120S23 Ultra | | +| | | | 5G 256GB Price | | +| | | | $1200 S23 Ultra | | +| | | | 5G 512GB Price | | +| | | | $1380Z Flip4 | | +| | | | 128GB Full | | +| | | | Retail Price | | +| | | | $1,000Z Flip4 | | +| | | | 256GB Full | | +| | | | Retail Price | | +| | | | $1,060Z Fold4 | | +| | | | 256GB Full | | +| | | | Retail Price | | +| | | | $1,800Z Fold4 | | +| | | | 512GB Full | | +| | | | Retail Price | | +| | | | $1,920¶ Any | | +| | | | Year Any | | +| | | | Condition | | +| | | | (AYAC) Galaxy | | +| | | | S/Note/Z - OR | | +| | | | - ​​​​$35+ TIV | | +| | | | (i8/Pixel 4 & | | +| | | | above) Up to | | +| | | | $800 Off¶ Contoso | | +| | | | Installment | | +| | | | Plan (36 mos.)$ | | +| | | | 22.23EIP24$33.3 | | +| | | | 4EIP30$26.67EIP | | +| | | | 36$22.23¶ | | +| | | | Requirements ¶ | | +| | | | New Lines or | | +| | | | Upgrades | | +| | | | Eligible | | +| | | | Android device | | +| | | | purchase on | | +| | | | Contoso | | +| | | | Installment | | +| | | | planTrade-in a | | +| | | | qualifying | | +| | | | smartphone: | | +| | | | AYAC Samsung | | +| | | | Galaxy S/Note/Z | | +| | | | series or $35+ | | +| | | | min. TiV¶ | | +| | | | *Note: All | | +| | | | Samsung Galaxy | | +| | | | S, Note, and Z | | +| | | | series devices | | +| | | | will be | | +| | | | increased to a | | +| | | | min $35 TIV. | | +| | | | These devices | | +| | | | will be | | +| | | | accepted in any | | +| | | | condition (brok | | +| | | | en/damaged) | | +| | | | when traded in | | +| | | | as part of this | | +| | | | offer. This | | +| | | | does not apply | | +| | | | to any other | | +| | | | device for this | | +| | | | offer or for | | +| | | | any other | | +| | | | trade-in offer | | +| | | | (ex: When | | +| | | | purchasing an | | +| | | | iPhone 13 | | +| | | | series device | | +| | | | as part of the | | +| | | | Trade-in Offer | | +| | | | for Apple | | +| | | | devices). ¶ | | +| | | | Taxes on full | | +| | | | retail price | | +| | | | are due at | | +| | | | point of sale.E | | +| | | | scalations for | | +| | | | missing credits | | +| | | | are submitted | | +| | | | via the BCSS | | +| | | | fallout process | | +| | | | (ICU case).¶ | | +| | | | Known Issues | | +| | | | On 9/2/22 | | +| | | | Select devices | | +| | | | had trade-in | | +| | | | value (TIV) | | +| | | | changes from | | +| | | | $35 to $5 and | | +| | | | will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade-in. | | +| | | | Trade-in | | +| | | | devices | | +| | | | impacted: | | +| | | | iPhone 7 and | | +| | | | Source: | | +| | | | Content: Note | | +| | | | LTE, Note5, | | +| | | | Note5 Duos, | | +| | | | Note 7, Note | | +| | | | Edge, Note8, | | +| | | | Note 8 Duos, | | +| | | | Note9, Note10, | | +| | | | Note10 5G, | | +| | | | Note10 Lite, | | +| | | | Note10+, | | +| | | | Note10+ 5G, Z | | +| | | | Flip, Z Flip 5G | | +| | | | Google: | | +| | | | Pixel 4, 4 XL, | | +| | | | 4a, 4a 5G, 5, | | +| | | | 5a, 6, 6a  | | +| | | | LG: Stylo6, V50 | | +| | | | ThinQ™, V60 | | +| | | | ThinQ™, WING™ | | +| | | | 5G  | | +| | | | OTHER: OnePlus | | +| | | | 7, OnePlus 7 | | +| | | | Pro, OnePlus 7 | | +| | | | Pro 5G, OnePlus | | +| | | | 7T, OnePlus 7T | | +| | | | Pro, OnePlus 7T | | +| | | | Pro 5G, OnePlus | | +| | | | 8 5G, OnePlus 8 | | +| | | | Pro, OnePlus | | +| | | | 8T, OnePlus | | +| | | | 8T+, One Plus | | +| | | | 8, OnePlus 9 | | +| | | | 5G, Moto G | | +| | | | Stylus, Moto G | | +| | | | Stylus 5G, Moto | | +| | | | razr 5G, Moto | | +| | | | Edge, Moto | | +| | | | Edge+, ZTE Red | | +| | | | Magic 3, Asus | | +| | | | Rog Phone3, | | +| | | | Redmi Note 10 | | +| | | | Pro, Moto edge+ | | +| | | | 5G UW, | | +| | | | Microsoft | | +| | | | Surface Duo | | +| | | | Known Issues | | +| | | | On | | +| | | | 9/2/22 Select | | +| | | | devices had | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $35 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade-in.Trade- | | +| | | | in devices | | +| | | | impacted: | | +| | | | iPhone 7 and 7P | | +| | | | lus. Customers | | +| | | | who purchased | | +| | | | an eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 9/2/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above, | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $350 Off | | +| | | | iPhone 13 | | +| | | | series with | | +| | | | Trade-in and | | +| | | | purchased | | +| | | | on/before | | +| | | | September 1st | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end.  | | +| | | | Customers who | | +| | | | purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 9/2/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the devices | | +| | | | impacted, will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 8/5/22 Select | | +| | | | device trade-in | | +| | | | values (TIV) | | +| | | | changed from | | +| | | | $35 to $5 | | +| | | | and will be | | +| | | | ineligible as | | +| | | | qualifying | | +| | | | trade- | | +| | | | ins.Trade-in | | +| | | | devices | | +| | | | impacted: | | +| | | | Nord100, Asus | | +| | | | Rog Phone2, | | +| | | | OnePlus 6T, | | +| | | | Razer 2, Google | | +| | | | Pixel 3, 3a, | | +| | | | 3XL, 3a XL, LG | | +| | | | K92, Moto One | | +| | | | Ace | | +| | | | 5G.Customers | | +| | | | who purchased | | +| | | | an eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 8/5/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above | | +| | | | will get the | | +| | | | offer credits, | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | August | | +| | | | 4th (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. | | +| | | | Customers who | | +| | | | purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 8/5/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the impacted | | +| | | | devices will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 4/22/22 the | | +| | | | Samsung A13 5G | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $100 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade- | | +| | | | in. Customers | | +| | | | who purchased | | +| | | | an eligible | | +| | | | smartphone | | +| | | | before 4/22/22 | | +| | | | and trade-in a | | +| | | | Samsung A13 5G | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.  | | +| | | | Process the | | +| | | | trade-in and | | +| | | | issue the $5 | | +| | | | TIV to the | | +| | | | customer. A | | +| | | | radio button | | +| | | | for the offer | | +| | | | will not | | +| | | | display due to | | +| | | | the TIV being | | +| | | | below the requi | | +| | | | rements. The | | +| | | | offer credits | | +| | | | will be issued | | +| | | | manually on the | | +| | | | back end. | | +| | | | Customers who | | +| | | | purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after | | +| | | | 4/22/22 and | | +| | | | trade-in a | | +| | | | Samsung A13 5G | | +| | | | will only | | +| | | | receive $5 TIV | | +| | | | and will not be | | +| | | | eligible for | | +| | | | the offer. | | +| | | | On 9/23 the | | +| | | | Note8, Note9 | | +| | | | Trade-in value | | +| | | | was increased | | +| | | | from $85 to $95 | | +| | | | TIV, making it | | +| | | | eligible for | | +| | | | $800/$700 off | | +| | | | when traded-in | | +| | | | with a | | +| | | | qualifying | | +| | | | device purchase | | +| | | | .Customers who | | +| | | | purchased | | +| | | | eligible device | | +| | | | between | | +| | | | 9/17/21-9/23/21 | | +| | | | and elect to | | +| | | | trade-in a | | +| | | | Note8 or Note9 | | +| | | | will have the | | +| | | | $800 Off w/ $95 | | +| | | | Trade-In offer | | +| | | | honored on | | +| | | | eligible iPhone | | +| | | | 13 device | | +| | | | purchases, and | | +| | | | $700 Off w/ $95 | | +| | | | Trade-in on | | +| | | | eligible | | +| | | | Samsung and | | +| | | | Microsoft Duo | | +| | | | purchases | | +| | | | (available to | | +| | | | all channels). | | +| | | | This applies to | | +| | | | all Trade-Ins, | | +| | | | Take Home Trade | | +| | | | Later, Mail in | | +| | | | Trade-Ins and | | +| | | | Trade-ins | | +| | | | processed via | | +| | | | att.com/trade- | | +| | | | iniPhone 8 | | +| | | | Incorrect Trade | | +| | | | Source: | | +| | | | Content: What's | | +| | | | New 2, | | +| | | | Removing | | +| | | | iPhone 13 128GB | | +| | | | SKUs from | | +| | | | offer. 12, | | +| | | | Removing | | +| | | | The last day | | +| | | | Google Pixel 7 | | +| | | | Pro in the | | +| | | | offer is | | +| | | | 5.11.23 31, | | +| | | | Moving | | +| | | | Google Pixel 7 | | +| | | | Pro to $350 off | | +| | | | Tier. Last day | | +| | | | at $400 off is | | +| | | | 3.30.23 | | +| | | | February 17, | | +| | | | Moving | | +| | | | iPhone 14 Pro | | +| | | | and 14 Pro Max | | +| | | | to $350 off | | +| | | | Tier. Last day | | +| | | | at $500 off is | | +| | | | 2.16.23 | | +| | | | February 1, | | +| | | | Adding S23, | | +| | | | S23+ & S23 | | +| | | | Ultra to the | | +| | | | offer in the | | +| | | | $350 off Tier | | +| | | | Moving | | +| | | | Pixel 7 Pro to | | +| | | | $400 off tier. | | +| | | | Last day at | | +| | | | $350 off is | | +| | | | 1.31.23 | | +| | | | Removing | | +| | | | S22, S22+, S22 | | +| | | | Ultra. Last day | | +| | | | is 1.31.23 | | +| | | | Effective | | +| | | | January 6, 2023 | | +| | | | Removing | | +| | | | The $400 Tier | | +| | | | for Pixel 7 | | +| | | | Pro. Last day | | +| | | | is 1.5.23 | | +| | | | Removing Pixel | | +| | | | 7 from the | | +| | | | offer. Last day | | +| | | | is 1.5.23 | | +| | | | Moving | | +| | | | Moving Pixel 7 | | +| | | | Pro into $350 | | +| | | | Tier eff. | | +| | | | 1.6.23 Adding | | +| | | | Adding iPhone | | +| | | | 14 Plus into | | +| | | | the $350 Tier | | +| | | | eff.  1.6.23 | | +| | | | Previous Offer | | +| | | | Changes 2022 | | +| | | | Previous Offer | | +| | | | Changes 2021 | | +| | | | Next Up Waived | | +| | | | Installment & | | +| | | | $350 | | +| | | | or $400 Off | | +| | | | Upgrade Offer  | | +| | | | Eligible for | | +| | | | Next Up Early | | +| | | | upgrade or pay | | +| | | | up to upgrade | | +| | | | at 50% of | | +| | | | device | | +| | | | installments. | | +| | | | Perform a Next | | +| | | | Up device Turn- | | +| | | | In on a device | | +| | | | with Next Up | | +| | | | feature to have | | +| | | | remaining | | +| | | | installments | | +| | | | waived on the | | +| | | | line | | +| | | | participating | | +| | | | in the offer. | | +| | | | Eligible | | +| | | | smartphone | | +| | | | purchased on an | | +| | | | installment | | +| | | | plan. Offer | | +| | | | Details Next | | +| | | | Up customers | | +| | | | get great | | +| | | | savings when | | +| | | | turning in | | +| | | | their early | | +| | | | upgrade | | +| | | | eligible Next | | +| | | | Up device and | | +| | | | upgrading to a | | +| | | | new smartphone | | +| | | | on a qualifying | | +| | | | installment | | +| | | | agreement.  | | +| | | | Who's Eligible | | +| | | | Eligible | | +| | | | Activation Type | | +| | | | Channel | | +| | | | Availability | | +| | | | Stacking | | +| | | | CRU | | +| | | | FirstNet Agency | | +| | | | paid/Extended | | +| | | | Primary | | +| | | | FirstNet and | | +| | | | Family | | +| | | | FirstNet | | +| | | | Subscriber | | +| | | | Paid* *Must | | +| | | | be eligible for | | +| | | | Installment | | +| | | | plans  | | +| | | | Upgrades with | | +| | | | Next Up | | +| | | | All Channels | | +| | | | Excludes APEX | | +| | | | Partner | | +| | | | Exchanged S15 | | +| | | | Offer is not | | +| | | | stackable with: | | +| | | | National Offers | | +| | | | for new lines | | +| | | | & upgrades Any | | +| | | | National Retail | | +| | | | Offers Premium | | +| | | | Device Trade-in | | +| | | | Offer Android | | +| | | | Trade-In Offer | | +| | | | Tiered Offer | | +| | | | Any New Line | | +| | | | Offers Online | | +| | | | BYOD Offer | | +| | | | Eligible | | +| | | | Smartphone for | | +| | | | Purchase | | +| | | | Customers may | | +| | | | qualify for | | +| | | | multiple up to | | +| | | | $350 | | +| | | | or $400 off | | +| | | | eligible | | +| | | | smartphones and | | +| | | | the remaining | | +| | | | installments on | | +| | | | their existing | | +| | | | Next up line | | +| | | | are forgiven | | +| | | | with an | | +| | | | eligible turn- | | +| | | | in. Eligible | | +| | | | Devices (Full | | +| | | | Retail Cost) | | +| | | | Max Bill | | +| | | | Credits | | +| | | | w/Eligible Next | | +| | | | Up Device Turn | | +| | | | in    | | +| | | | Apple | | +| | | | iPhone 14 Pro | | +| | | | 128GB Retail | | +| | | | Price $1,000  | | +| | | | iPhone 14 Pro | | +| | | | 256GB Retail | | +| | | | Price $1,100  | | +| | | | iPhone 14 Pro | | +| | | | 512GB Retail | | +| | | | Price $1,300  | | +| | | | iPhone 14 Pro | | +| | | | 1TB Retail | | +| | | | Price $1,500  | | +| | | | iPhone 14 Pro | | +| | | | Max 128GB | | +| | | | Retail Price | | +| | | | $1,100   | | +| | | | iPhone 14 Pro | | +| | | | Max 256GB | | +| | | | Retail Price | | +| | | | 1,200   iPhone | | +| | | | 14 Pro Max | | +| | | | 512GB Retail | | +| | | | Price $1,400 | | +| | | | iPhone 14 Pro | | +| | | | Max 1 TB Retail | | +| | | | Price $1,600  | | +| | | | iPhone 14 128GB | | +| | | | Retail Price | | +| | | | $800 iPhone 14 | | +| | | | 256GB Retail | | +| | | | Price $900 | | +| | | | iPhone 14 512GB | | +| | | | Retail Price | | +| | | | $1,100 iPhone | | +| | | | 14 Plus 128GB | | +| | | | Retail Price | | +| | | | $900  iPhone | | +| | | | 14 Plus 256GB | | +| | | | Retail Price | | +| | | | $1000 iPhone | | +| | | | 14 Plus 512GB | | +| | | | Retail Price | | +| | | | $1,200 | | +| | | | Samsung Z | | +| | | | Flip4 128GB | | +| | | | Retail Price | | +| | | | $1,000 Z Flip4 | | +| | | | 256GB Retail | | +| | | | Price $1,060 Z | | +| | | | Fold4 | | +| | | | 256GB Retail | | +| | | | Price $1,800 Z | | +| | | | Fold4 | | +| | | | 512GB Retail | | +| | | | Price $1,920 | | +| | | | S23 128GB | | +| | | | Retail Price | | +| | | | $800  | | +| | | | S23 256GB | | +| | | | Retail Price | | +| | | | $860  S23+ | | +| | | | 256GB Source: | | ++----+----------------+----------------+------------------+--------------+ +| 18 | How do CRUs | Eligible | Content: ¶ | 10 | +| | enroll in | customers | FAQ¶ ¶ Who is | | +| | the Apple | must first | eligible?¶ | | +| | ABM? | enroll with | Only Business | | +| | | Apple at htt | customers | | +| | | ps://busines | placing CRU | | +| | | s.apple.com/ | orders for | | +| | | #enrollment. | Apple iPhones | | +| | | If customers | and iPads are | | +| | | have already | eligible for | | +| | | enrolled | ABM enrollment | | +| | | with Apple | through Contoso.¶ | | +| | | and are | ¶ How do CRUs | | +| | | inquiring | enroll in the | | +| | | about the | Apple ABM?¶ | | +| | | Contoso | Eligible | | +| | | reseller ID, | customers must | | +| | | refer to the | first enroll | | +| | | on-boarding | with Apple at h | | +| | | procedures | ttps://business | | +| | | above. | .apple.com/#enr | | +| | | (Source: | ollment. If | | +| | | context) | customers have | | +| | | | already | | +| | | | enrolled with | | +| | | | Apple and are | | +| | | | inquiring about | | +| | | | the Contoso | | +| | | | reseller ID, | | +| | | | refer to the | | +| | | | on-boarding | | +| | | | procedures | | +| | | | above.¶ ¶ How | | +| | | | much does the | | +| | | | program cost?¶ | | +| | | | This is a free | | +| | | | service offered | | +| | | | by Apple and | | +| | | | Contoso. Refer to | | +| | | | Apple at Work | | +| | | | or Contoso Apple | | +| | | | Business | | +| | | | Manager for | | +| | | | more | | +| | | | information.¶ | | +| | | | ¶ Who should | | +| | | | customers call | | +| | | | if they have | | +| | | | questions about | | +| | | | the Apple ABM | | +| | | | portal?¶ Refer | | +| | | | customers to | | +| | | | Apple Business | | +| | | | Manager User | | +| | | | Guide.¶ ¶ Can | | +| | | | the customer | | +| | | | have multiple | | +| | | | enrollment IDs | | +| | | | associated with | | +| | | | their FAN?¶ | | +| | | | No. They can | | +| | | | have only one | | +| | | | enrollment ID.¶ | | +| | | | ¶ What if the | | +| | | | customer wants | | +| | | | to cancel their | | +| | | | enrollment in | | +| | | | the program?¶ | | +| | | | A FAN profile | | +| | | | update request | | +| | | | would need to | | +| | | | be submitted | | +| | | | requesting | | +| | | | removal of the | | +| | | | "Apple DEP" | | +| | | | indicator and | | +| | | | ABM | | +| | | | Organization | | +| | | | ID.¶ ¶ back | | +| | | | to top Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Know | What | | +| | | | the Customer | | +| | | | Needs to Know | | | +| | | | Onboarding | | +| | | | Procedures | | | +| | | | Troubleshooting | | +| | | | | FAQ ¶ ¶ | | +| | | | Apple Business | | +| | | | Manager (ABM) | | +| | | | (formerly Apple | | +| | | | "DEP") provides | | +| | | | a fast, | | +| | | | streamlined way | | +| | | | for CRU | | +| | | | customers to | | +| | | | easily deploy | | +| | | | and manage new | | +| | | | iOS devices | | +| | | | purchased from | | +| | | | Contoso. ABM | | +| | | | enrollment | | +| | | | takes place in | | +| | | | three stages:¶ | | +| | | | ¶ Stage 1: | | +| | | | Customer must | | +| | | | first enroll in | | +| | | | ABM directly | | +| | | | with Apple and | | +| | | | obtain an Apple | | +| | | | Organization | | +| | | | ID. The | | +| | | | customer sets | | +| | | | up their MDM | | +| | | | configuration | | +| | | | profile on ABM. | | +| | | | Stage 2: The | | +| | | | Sales Account | | +| | | | Team and | | +| | | | customer work | | +| | | | together to | | +| | | | complete Contoso's | | +| | | | on-boarding | | +| | | | process. Stage | | +| | | | 3: Once setup | | +| | | | with Contoso on | | +| | | | ABM, newly | | +| | | | purchased iOS | | +| | | | devices will be | | +| | | | enrolled in | | +| | | | ABM. When | | +| | | | devices are | | +| | | | first powered | | +| | | | on, they will | | +| | | | be configured | | +| | | | automatically | | +| | | | with the | | +| | | | customer’s | | +| | | | established | | +| | | | settings. What | | +| | | | I Need to Know | | +| | | | ¶ ¶ | | +| | | | Eligibility | | +| | | | Requirements¶ | | +| | | | ¶ CRU | | +| | | | customers with | | +| | | | a FAN are | | +| | | | eligible to | | +| | | | enroll into | | +| | | | Contoso’s ABM | | +| | | | device | | +| | | | enrollment | | +| | | | program. Small | | +| | | | Business | | +| | | | customers in | | +| | | | myContoso, | | +| | | | Signature, Non | | +| | | | FAN-CRUs, and | | +| | | | Consumers are | | +| | | | NOT eligible to | | +| | | | enroll into | | +| | | | DEP. Customers | | +| | | | must have an | | +| | | | Apple | | +| | | | Organization ID | | +| | | | issued from the | | +| | | | ABM portal. | | +| | | | Customer has to | | +| | | | have either | | +| | | | “Web References | | +| | | | enabled” or | | +| | | | sign a contract | | +| | | | agreement for | | +| | | | the ABM terms | | +| | | | and conditions | | +| | | | to enroll | | +| | | | through Contoso. | | +| | | | The chart below | | +| | | | outlines which | | +| | | | Apple devices | | +| | | | are eligible to | | +| | | | enroll into ABM | | +| | | | through Contoso. | | +| | | | Chart ¶ ¶ | | +| | | | Device | | +| | | | Eligibility | | +| | | | Device Details | | +| | | | Eligible ¶ | | +| | | | CRU Apple | | +| | | | iPhones and | | +| | | | iPads (referred | | +| | | | to as "Apple | | +| | | | devices")New | | +| | | | Apple devices | | +| | | | purchased via | | +| | | | Premier, OPUS | | +| | | | ordersNew Apple | | +| | | | devices | | +| | | | purchased at | | +| | | | Retail | | +| | | | locations.New | | +| | | | Apple devices | | +| | | | purchased as | | +| | | | Buy Online Pick | | +| | | | Up In Store (BO | | +| | | | PIS).Existing | | +| | | | Apple devices | | +| | | | purchased | | +| | | | within 24 | | +| | | | months prior to | | +| | | | enrollment in | | +| | | | Contoso’s ABM | | +| | | | program, know | | +| | | | as "Lookback."¶ | | +| | | | ¶ Note: | | +| | | | Devices | | +| | | | purchased in | | +| | | | Contoso Retail | | +| | | | (BOPIS | | +| | | | included) will | | +| | | | take up to 48 | | +| | | | hours for ABM | | +| | | | enrollment. See | | +| | | | troubleshooting | | +| | | | section for | | +| | | | help.¶ Not | | +| | | | Eligible ¶ | | +| | | | SIG, certified | | +| | | | like-new, and | | +| | | | refurbished | | +| | | | devicesOther | | +| | | | iOS devices, | | +| | | | such as iOS | | +| | | | wearable | | +| | | | devices, Mac or | | +| | | | Apple | | +| | | | TV’sApple- | | +| | | | branded | | +| | | | iPhones, iPads | | +| | | | and other iOS | | +| | | | devices | | +| | | | provided | | +| | | | through 3rd | | +| | | | party warranty | | +| | | | or insurance co | | +| | | | mpaniesBYOD/COA | | +| | | | M Apple devices | | +| | | | Enterprise On | | +| | | | DemandABM | | +| | | | international | | +| | | | enrollment¶ | | +| | | | back to top¶ ¶ | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know¶ ¶ | | +| | | | Customer signs | | +| | | | up for ABM with | | +| | | | Apple:¶ ¶ For | | +| | | | initial | | +| | | | information the | | +| | | | customer can | | +| | | | learn about ABM | | +| | | | by going to | | +| | | | Apple at Work. | | +| | | | The customer | | +| | | | goes to https:/ | | +| | | | /business.apple | | +| | | | .com/#enrollmen | | +| | | | t to sign up | | +| | | | for ABM with | | +| | | | Apple. Note: | | +| | | | Contoso | | +| | | | representatives | | +| | | | should not be p | | +| | | | articipating/as | | +| | | | sisting a | | +| | | | customer with | | +| | | | ABM sign-up on | | +| | | | the Apple site. | | +| | | | Apple provides | | +| | | | the customer a | | +| | | | unique Apple | | +| | | | Organization ID | | +| | | | after | | +| | | | enrollment. | | +| | | | This | | +| | | | information | | +| | | | will be | | +| | | | required by | | +| | | | Contoso to | | +| | | | complete | | +| | | | enrollment | | +| | | | Note: This is | | +| | | | sometime | | +| | | | referred to as | | +| | | | "ABM Account" | | +| | | | or "Org ID" or | | +| | | | formerly | | +| | | | "Customer DEP | | +| | | | ID." During | | +| | | | setup on the | | +| | | | Apple site, the | | +| | | | customer must | | +| | | | add Contoso as a | | +| | | | Reseller on | | +| | | | their ABM | | +| | | | account to | | +| | | | authorize Contoso | | +| | | | to submit their | | +| | | | Contoso device | | +| | | | information. | | +| | | | (Contoso Reseller | | +| | | | ID: 722D390) | | +| | | | Customer adds | | +| | | | their Mobile | | +| | | | Device | | +| | | | Management | | +| | | | (MDM) Server | | +| | | | information on | | +| | | | their ABM | | +| | | | portal. The | | +| | | | Customer then | | +| | | | contacts their | | +| | | | Contoso seller to | | +| | | | enroll in ABM | | +| | | | with Contoso. ABM | | +| | | | On-Boarding | | +| | | | Process ¶ | | +| | | | Step On- | | +| | | | Boarding | | +| | | | Process ¶ | | +| | | | Contoso seller/rep | | +| | | | verifies if the | | +| | | | customer has | | +| | | | "web-references | | +| | | | enabled" | | +| | | | through FAST or | | +| | | | ROME.¶ ¶ If | | +| | | | enabled, | | +| | | | proceed to the | | +| | | | Step 2.If not | | +| | | | enabled, the | | +| | | | seller must | | +| | | | first engage | | +| | | | the Customer | | +| | | | Mobility | | +| | | | Contract Team | | +| | | | to have the | | +| | | | customer sign a | | +| | | | legal agreement | | +| | | | for ABM terms | | +| | | | and | | +| | | | conditions.¶ ¶ | | +| | | | BCS Rep or | | +| | | | Sales Account | | +| | | | Team emails the | | +| | | | ABM Customer | | +| | | | Instructions | | +| | | | and Participant | | +| | | | Request Form to | | +| | | | the customer. | | +| | | | Use Emailable | | +| | | | Customer | | +| | | | Forms.¶ ¶ Set | | +| | | | expectations:¶ | | +| | | | ¶ Ensure the | | +| | | | requestor is | | +| | | | listed in | | +| | | | Contoso's account | | +| | | | profile as | | +| | | | "primary" or | | +| | | | "day-to-day" | | +| | | | contact; | | +| | | | otherwise the | | +| | | | request will be | | +| | | | rejected by the | | +| | | | profiles | | +| | | | team.Confirm | | +| | | | the customer's | | +| | | | email | | +| | | | address.Inform | | +| | | | the customer | | +| | | | they must | | +| | | | complete the | | +| | | | form and submit | | +| | | | it with 2 | | +| | | | required | | +| | | | screenshots | | +| | | | from their ABM | | +| | | | portal:¶ | | +| | | | Source: | | +| | | | Content: The | | +| | | | account holder | | +| | | | may enroll by | | +| | | | accessing | | +| | | | Premier at the | | +| | | | Contoso | | +| | | | Sponsorship | | +| | | | Program. CRU | | +| | | | ¶ ConsumerNew | | +| | | | Contoso Signature | | +| | | | Program (same a | | +| | | | greement)Existi | | +| | | | ng Contoso | | +| | | | Signature | | +| | | | ProgramB2B | | +| | | | (non-FAN | | +| | | | CRU)Existing | | +| | | | SBPLExisting | | +| | | | Sole | | +| | | | Proprietorship¶ | | +| | | | ToBR ¶ | | +| | | | Processed in | | +| | | | Contoso Retail | | +| | | | locations if | | +| | | | the ToBR | | +| | | | Authorization | | +| | | | SOC was added, | | +| | | | orThe customer | | +| | | | contacts BME at | | +| | | | 800.999.5445.¶ | | +| | | | CRU (same | | +| | | | parent company) | | +| | | | FAN Move ¶ | | +| | | | The seller may | | +| | | | submit a | | +| | | | request via the | | +| | | | eTeam form.An | | +| | | | EBS AOP/telecom | | +| | | | manager (TCM) | | +| | | | may call at 8BM | | +| | | | E00.999.5445.A | | +| | | | SB TCM may call | | +| | | | Business | | +| | | | Mobility Center | | +| | | | (BMC). See the | | +| | | | number in the | | +| | | | Directory | | +| | | | Tool.¶ CRU | | +| | | | (different | | +| | | | parent company) | | +| | | | Enrollment ¶ | | +| | | | The seller may | | +| | | | submit a | | +| | | | request via the | | +| | | | eTeam | | +| | | | form.AOP/TCM | | +| | | | may call BME at | | +| | | | 800.999.5445.¶ | | +| | | | Contoso Signature | | +| | | | Program Contoso | | +| | | | Signature | | +| | | | Program (same | | +| | | | person) Contoso | | +| | | | Signature | | +| | | | Program | | +| | | | Sponsorship | | +| | | | Enrollment | | +| | | | Account holder | | +| | | | may enroll by | | +| | | | accessing | | +| | | | Premier at the | | +| | | | Contoso Contoso | | +| | | | Sponsorship | | +| | | | Program. ¶ Co | | +| | | | nsumerExisting | | +| | | | Contoso Signature | | +| | | | ProgramB2B | | +| | | | (non-FAN | | +| | | | CRU)Existing | | +| | | | SBPLExisting | | +| | | | Sole | | +| | | | Proprietorship¶ | | +| | | | ToBR ¶ | | +| | | | Processed in | | +| | | | Contoso Retail | | +| | | | locations using | | +| | | | the same steps | | +| | | | as used for | | +| | | | Consumers, | | +| | | | orThe customer | | +| | | | contacts BME at | | +| | | | 800.999.5445.¶ | | +| | | | Consumer (same | | +| | | | person) FAN | | +| | | | Detachment | | +| | | | Customer calls | | +| | | | 800-331-0500. | | +| | | | ¶ Contoso | | +| | | | Signature Progr | | +| | | | amConsumerSB | | +| | | | CRUB2B (non-FAN | | +| | | | CRU)Sole Propri | | +| | | | etorshipSBPL¶ | | +| | | | CRU (same or | | +| | | | different | | +| | | | parent company) | | +| | | | Enrollment ¶ | | +| | | | The seller may | | +| | | | submit a | | +| | | | request via the | | +| | | | eTeam form.An | | +| | | | AOP/TCM may | | +| | | | call BME at 800 | | +| | | | .999.5445.End- | | +| | | | users may call | | +| | | | BME at | | +| | | | 800.999.5445 as | | +| | | | long as the | | +| | | | end-user | | +| | | | maintenance | | +| | | | capabilities | | +| | | | allow them to | | +| | | | perform FAN | | +| | | | Enrollments.¶ | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Acronyms/De | | +| | | | finitions | | | +| | | | Enrollment | | +| | | | Rules | | | +| | | | Enrollment | | +| | | | Information | | | +| | | | Procedures | | | +| | | | FAQ¶ ¶ This | | +| | | | article | | +| | | | provides | | +| | | | instructions to | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS) | | +| | | | representatives | | +| | | | for supporting | | +| | | | CRU enrollment | | +| | | | requests in | | +| | | | which the | | +| | | | customer would | | +| | | | like to | | +| | | | transfer | | +| | | | ownership and | | +| | | | financial | | +| | | | responsibility | | +| | | | of a service | | +| | | | (or services) | | +| | | | to another | | +| | | | liable party.¶ | | +| | | | ¶ If the | | +| | | | caller prefers | | +| | | | Spanish, | | +| | | | transfer the | | +| | | | call using the | | +| | | | Spanish speed | | +| | | | dial located in | | +| | | | the Directory | | +| | | | Tool. If you | | +| | | | are in a | | +| | | | Spanish queue, | | +| | | | assist both | | +| | | | Spanish | | +| | | | speaking | | +| | | | customers and | | +| | | | Retail in | | +| | | | performing CRU | | +| | | | Enrollment | | +| | | | requests.¶ ¶ | | +| | | | Acronyms/Defini | | +| | | | tions ¶ ¶ | | +| | | | Acronym | | +| | | | Definition | | +| | | | AOP/TCM | | +| | | | Authorized | | +| | | | Order | | +| | | | Placer/Telecom | | +| | | | Manager. CRU | | +| | | | Corporate | | +| | | | Responsibility | | +| | | | User: The | | +| | | | ownership of | | +| | | | the mobile | | +| | | | number is | | +| | | | transferring to | | +| | | | a contracted | | +| | | | (FAN) CRU | | +| | | | account. EIP | | +| | | | Equipment | | +| | | | Installment | | +| | | | Plan. OAH | | +| | | | Original | | +| | | | Account Holder | | +| | | | - The customer | | +| | | | who provides | | +| | | | authorization. | | +| | | | RAH Receiving | | +| | | | Account Holder | | +| | | | - The customer | | +| | | | who accepts the | | +| | | | authorized | | +| | | | line. VID | | +| | | | Verbal | | +| | | | Identification | | +| | | | Process. ¶ ¶ | | +| | | | Enrollment | | +| | | | Rules ¶ ¶ | | +| | | | Rules for CRU | | +| | | | Enrollments to | | +| | | | Existing | | +| | | | Accounts¶ ¶ | | +| | | | VID¶ ¶ Use | | +| | | | the | | +| | | | verification | | +| | | | process for a | | +| | | | CTN moving to | | +| | | | an existing | | +| | | | account. | | +| | | | Verify the | | +| | | | existing | | +| | | | account the | | +| | | | service is | | +| | | | moving to | | +| | | | according to | | +| | | | the Account | | +| | | | Verification | | +| | | | Process - BCSS. | | +| | | | Review FAN | | +| | | | profile notes | | +| | | | for any | | +| | | | additional | | +| | | | exceptions or | | +| | | | special | | +| | | | instructions | | +| | | | for processing | | +| | | | a CRU | | +| | | | Enrollment. | | +| | | | VID Failure¶ ¶ | | +| | | | If the caller | | +| | | | cannot properly | | +| | | | verify the | | +| | | | account, let | | +| | | | them know we | | +| | | | are unable to | | +| | | | assist them | | +| | | | with their | | +| | | | request.¶ ¶ | | +| | | | Billing Rules | | +| | | | (Advance to | | +| | | | Arrears)¶ ¶ | | +| | | | All new | | +| | | | services are | | +| | | | activated with | | +| | | | Advanced | | +| | | | Billing; | | +| | | | however, there | | +| | | | are still some | | +| | | | older accounts | | +| | | | being billed in | | +| | | | arrears. When a | | +| | | | customer | | +| | | | requests to be | | +| | | | enrolled to an | | +| | | | account, review | | +| | | | the billing | | +| | | | method to | | +| | | | determine if | | +| | | | the transaction | | +| | | | can be | | +| | | | performed.¶ ¶ | | +| | | | Not Possible:¶ | | +| | | | ¶ Advance line | | +| | | | changing to | | +| | | | Arrears billing | | +| | | | account - The | | +| | | | line needs to | | +| | | | be moved to | | +| | | | another account | | +| | | | with a matching | | +| | | | billing | | +| | | | method.¶ | | +| | | | Possible:¶ | | +| | | | Arrears line | | +| | | | changes to | | +| | | | advance billing | | +| | | | when attached | | +| | | | to an Advance | | +| | | | billing | | +| | | | account.Advance | | +| | | | line to Advance | | +| | | | billing account | | +| | | | and Arrears | | +| | | | line to Arrears | | +| | | | billing | | +| | | | account.Advance | | +| | | | line to | | +| | | | Government FAN | | +| | | | attached to an | | +| | | | Arrears billing | | +| | | | account. | | +| | | | Either: | | +| | | | Signature | | +| | | | Program | | +| | | | Sponsorship | | +| | | | Enrollments: | | +| | | | Adding a FAN¶ | | +| | | | Submit a Tier 2 | | +| | | | Clarify Case to | | +| | | | complete the en | | +| | | | rollment.Contac | | +| | | | t the NSC | | +| | | | Resolutions | | +| | | | Team.¶ ¶ For | | +| | | | more | | +| | | | information, | | +| | | | see | | +| | | | Advance/Arrears | | +| | | | Billing and | | +| | | | Expectations.¶ | | +| | | | ¶ Enrollment | | +| | | | Business Rules¶ | | +| | | | ¶ Rule | | +| | | | Definition | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up ¶ SB CRU | | +| | | | Enrollments: If | | +| | | | the credit | | +| | | | check returns | | +| | | | without a | | +| | | | deposit | | +| | | | request, the | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up may be | | +| | | | eligible to | | +| | | | move to the | | +| | | | receiving | | +| | | | customer. The | | +| | | | credit check | | +| | | | ultimately | | +| | | | determines if | | +| | | | the Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up can be | | +| | | | transferred. If | | +| | | | it returns with | | +| | | | a deposit | | +| | | | request, the | | +| | | | original | | +| | | | customer needs | | +| | | | to pay the | | +| | | | balance of the | | +| | | | installment | | +| | | | plan before the | | +| | | | enrollment can | | +| | | | be completed.¶ | | +| | | | ¶ GBS CRU | | +| | | | Enrollments: If | | +| | | | the receiving | | +| | | | customer does | | +| | | | not accept | | +| | | | responsibility, | | +| | | | the current | | +| | | | customer must | | +| | | | pay the | | +| | | | remaining | | +| | | | balance on the | | +| | | | installment | | +| | | | plan before | | +| | | | performing the | | +| | | | enrollment.¶ ¶ | | +| | | | For additional | | +| | | | information, | | +| | | | see the Device | | +| | | | Installment | | +| | | | Hub.¶ | | +| | | | Accessory | | +| | | | Installment | | +| | | | Plan A full | | +| | | | payoff of the | | +| | | | remaining | | +| | | | installment | | +| | | | balance needs | | +| | | | to be | | +| | | | processed, | | +| | | | prior to a | | +| | | | customer being | | +| | | | eligible for | | +| | | | enrollment. | | +| | | | Account Tenure | | +| | | | There is no | | +| | | | account tenure | | +| | | | requirement to | | +| | | | process an | | +| | | | enrollment. The | | +| | | | line can be | | +| | | | enrolled at any | | +| | | | time after the | | +| | | | activation | | +| | | | date. Combined | | +| | | | Bill ¶ | | +| | | | Combined Bill | | +| | | | allows | | +| | | | customers with | | +| | | | Mobility and | | +| | | | Wired services | | +| | | | to receive one | | +| | | | invoice for | | +| | | | their | | +| | | | communication | | +| | | | charges. This | | +| | | | includes wired, | | +| | | | wireless, | | +| | | | internet and | | +| | | | long distance | | +| | | | services | | +| | | | combined on a | | +| | | | single monthly | | +| | | | bill from | | +| | | | Contoso.¶ ¶ | | +| | | | There are no | | +| | | | special | | +| | | | restrictions on | | +| | | | a customer’s | | +| | | | ability to | | +| | | | ToBR/Enroll to | | +| | | | or from a | | +| | | | Combined Bill | | +| | | | account.¶ ¶ | | +| | | | Customers can | | +| | | | ToBR/Enroll | | +| | | | from a Combined | | +| | | | Bill account.Cu | | +| | | | stomers can | | +| | | | ToBR/Enroll to | | +| | | | a Combined Bill | | +| | | | account.¶ | | +| | | | Converted | | +| | | | Accounts ¶ | | +| | | | Zodiac | | +| | | | customers must | | +| | | | select an | | +| | | | available Contoso | | +| | | | rate plan and | | +| | | | features when | | +| | | | moving off the | | +| | | | Zodiac Holding | | +| | | | FAN.Cellular | | +| | | | One, Dobson, | | +| | | | and Centennial | | +| | | | customers must | | +| | | | upgrade their | | +| | | | Source: | | +| | | | Content: | | +| | | | Escalation | | +| | | | Process.¶ ¶ | | +| | | | Need an Apple | | +| | | | Organization ID | | +| | | | ¶ Explain to | | +| | | | the customer | | +| | | | how to look up | | +| | | | their | | +| | | | Organization ID | | +| | | | through their | | +| | | | ABM portal: | | +| | | | Settings / | | +| | | | Enrollment | | +| | | | Information / | | +| | | | Organization | | +| | | | Info.If they | | +| | | | have not | | +| | | | enrolled in ABM | | +| | | | through Apple, | | +| | | | provide the | | +| | | | following link | | +| | | | to sign up for | | +| | | | ABM with Apple: | | +| | | | https://busines | | +| | | | s.apple.com/#en | | +| | | | rollment¶ | | +| | | | Place order | | +| | | | after ABM on- | | +| | | | boarding | | +| | | | process ¶ Let | | +| | | | the customer | | +| | | | know that once | | +| | | | the customer | | +| | | | has received | | +| | | | the "Congratula | | +| | | | tions" email | | +| | | | from Contoso, the | | +| | | | on-boarding | | +| | | | process is | | +| | | | complete. The | | +| | | | customer can | | +| | | | place a test | | +| | | | order to | | +| | | | validate | | +| | | | everything is | | +| | | | set up | | +| | | | correctly when | | +| | | | they can see | | +| | | | their new | | +| | | | devices on | | +| | | | their ABM | | +| | | | portal. (This | | +| | | | is optional.) | | +| | | | Otherwise, they | | +| | | | can place a | | +| | | | normal order | | +| | | | and follow the | | +| | | | same steps.¶ | | +| | | | Submit | | +| | | | Participant | | +| | | | Request form ¶ | | +| | | | Email a copy of | | +| | | | the Customer | | +| | | | Instructions | | +| | | | and Participant | | +| | | | Request Form to | | +| | | | the customer. | | +| | | | Use Emailable | | +| | | | Customer | | +| | | | Forms.Tell the | | +| | | | customer that | | +| | | | the form | | +| | | | contains | | +| | | | directions for | | +| | | | filling it out, | | +| | | | where to email | | +| | | | the completed | | +| | | | form and the | | +| | | | required | | +| | | | screenshots and | | +| | | | other | | +| | | | documents.The | | +| | | | email must be | | +| | | | submitted by an | | +| | | | authorized | | +| | | | "primary" or | | +| | | | "day to day" | | +| | | | contact and | | +| | | | must be sent | | +| | | | from the | | +| | | | customer’s | | +| | | | business | | +| | | | email.¶ ¶ ¶ | | +| | | | ABM Device | | +| | | | Enrollment | | +| | | | Issues ¶ | | +| | | | Device | | +| | | | Scenarios | | +| | | | Resolution | | +| | | | Apple Error | | +| | | | Submission | | +| | | | Email ¶ Apple | | +| | | | sends an email | | +| | | | to the customer | | +| | | | when the device | | +| | | | enrollment | | +| | | | process fails | | +| | | | between Apple | | +| | | | and Contoso.¶ ¶ | | +| | | | Access Order | | +| | | | Track.Search | | +| | | | for customer by | | +| | | | IMEI or Contoso | | +| | | | Order | | +| | | | Number.Click | | +| | | | the DEP Status | | +| | | | field and take | | +| | | | note of the | | +| | | | error | | +| | | | code.Contact | | +| | | | SSO for | | +| | | | assistance and | | +| | | | give them the | | +| | | | error code.¶ | | +| | | | DEP Error in | | +| | | | Apple DEP | | +| | | | Status Field in | | +| | | | Order Track ¶ | | +| | | | Click the DEP | | +| | | | Status field | | +| | | | and take note | | +| | | | of the error | | +| | | | code.Contact | | +| | | | SSO for | | +| | | | assistance and | | +| | | | give them the | | +| | | | error code.¶ | | +| | | | Device | | +| | | | purchased in | | +| | | | retail but not | | +| | | | enrolled in ABM | | +| | | | ¶ Confirm | | +| | | | customer is | | +| | | | onboarded in | | +| | | | Apple Business | | +| | | | ManagerAsk | | +| | | | customer to | | +| | | | check device | | +| | | | settings to | | +| | | | confirm if they | | +| | | | see the | | +| | | | business | | +| | | | nameFollow the | | +| | | | scenario matrix | | +| | | | below if not | | +| | | | enrolled¶ ¶ | | +| | | | IfThenEnrolled | | +| | | | in ABM and its | | +| | | | been less than | | +| | | | 48 hours from a | | +| | | | ctivation.Advis | | +| | | | e the customer | | +| | | | to wait 48 | | +| | | | hours and then | | +| | | | perform a | | +| | | | factory reset | | +| | | | on their | | +| | | | deviceEnrolled | | +| | | | in ABM and more | | +| | | | than 48 hours | | +| | | | have passed.¶ | | +| | | | Ensure customer | | +| | | | has completed a | | +| | | | factory resetIf | | +| | | | the business | | +| | | | name is not | | +| | | | listed in the | | +| | | | device | | +| | | | settings¶ | | +| | | | Direct the | | +| | | | customer to | | +| | | | their account | | +| | | | team¶ Account | | +| | | | team can engage | | +| | | | the Contoso ABM | | +| | | | admin team for | | +| | | | assistance with | | +| | | | device | | +| | | | enrollment.¶ ¶ | | +| | | | ¶ ¶ ¶ ¶ ¶ | | +| | | | ¶ Enroll | | +| | | | existing Apple | | +| | | | devices | | +| | | | purchased prior | | +| | | | to ABM | | +| | | | enrollment. | | +| | | | Also known as | | +| | | | "Lookback". | | +| | | | Refer the | | +| | | | customer to | | +| | | | their seller to | | +| | | | submit a | | +| | | | "Lookback" | | +| | | | request. How | | +| | | | to use ABM | | +| | | | Portal ¶ | | +| | | | Refer the | | +| | | | customer to | | +| | | | Apple. Here are | | +| | | | two resources:¶ | | +| | | | ¶ Apple | | +| | | | Support Number: | | +| | | | 866.902.7144, | | +| | | | Monday-Friday, | | +| | | | 8:00am-7:00pm | | +| | | | CSTOnline | | +| | | | support: Apple | | +| | | | Business | | +| | | | Manager User | | +| | | | Guide¶ | | +| | | | Incorrect | | +| | | | Organization ID | | +| | | | listed in FaST | | +| | | | ¶ Access Order | | +| | | | Track.Search | | +| | | | for customer by | | +| | | | IMEI or Contoso | | +| | | | Order | | +| | | | Number.Click | | +| | | | the DEP Status | | +| | | | field and take | | +| | | | note of the | | +| | | | error | | +| | | | code.Contact | | +| | | | SSO for | | +| | | | assistance and | | +| | | | give them the | | +| | | | error code.¶ | | +| | | | Newly purchased | | +| | | | Apple device | | +| | | | does not appear | | +| | | | in the ABM | | +| | | | portal ¶ Have | | +| | | | the customer | | +| | | | search in their | | +| | | | ABM portal | | +| | | | using the Apple | | +| | | | order number | | +| | | | provided in the | | +| | | | email from | | +| | | | Apple.Check | | +| | | | FaST, to see if | | +| | | | the | | +| | | | Organization ID | | +| | | | displays on the | | +| | | | DMP and DEP | | +| | | | tab. If it is | | +| | | | missing, | | +| | | | contact | | +| | | | SSO.Check Order | | +| | | | track, to view | | +| | | | the DEP status | | +| | | | field. If it is | | +| | | | blank or has an | | +| | | | error code, | | +| | | | contact SSO.¶ | | +| | | | MDM | | +| | | | configuration | | +| | | | issues with | | +| | | | device ¶ | | +| | | | Inform the | | +| | | | customer to | | +| | | | restore the | | +| | | | device to | | +| | | | factory | | +| | | | settings, which | | +| | | | then activates | | +| | | | the devices | | +| | | | with the MDM | | +| | | | profile | | +| | | | configuration.¶ | | +| | | | ¶ To restore: | | +| | | | Go to Settings | | +| | | | > General > | | +| | | | Reset > Erase | | +| | | | All Content and | | +| | | | Settings.¶ MDM | | +| | | | server | | +| | | | issues/add MDM | | +| | | | server Refer | | +| | | | Company Admins | | +| | | | who are having | | +| | | | MDM profile | | +| | | | configuration | | +| | | | issues with the | | +| | | | MDM server to | | +| | | | Add MDM | | +| | | | Servers. | | +| | | | Searching in | | +| | | | the ABM portal | | +| | | | ¶ Inform the | | +| | | | customer to use | | +| | | | the Apple order | | +| | | | number to | | +| | | | search for | | +| | | | newly purchased | | +| | | | Apple | | +| | | | device(s).¶ ¶ | | +| | | | Note: The Contoso | | +| | | | order number | | +| | | | may not bring | | +| | | | up their | | +| | | | ordered | | +| | | | device(s).¶ | | +| | | | back to top¶ | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 19 | How do I | To enroll in | Content: Jump | 8 | +| | enroll in | ABM through | to: What I Need | | +| | ABM through | Apple, you | to Know | What | | +| | Apple? | need to go | the Customer | | +| | | to the Apple | Needs to Know | | | +| | | DEP portal | Onboarding | | +| | | at https://b | Procedures | | | +| | | usiness.appl | Troubleshooting | | +| | | e.com/#enrol | | FAQ ¶ ¶ | | +| | | lment and | Apple Business | | +| | | sign up for | Manager (ABM) | | +| | | ABM with | (formerly Apple | | +| | | Apple. | "DEP") provides | | +| | | During setup | a fast, | | +| | | on the Apple | streamlined way | | +| | | site, you | for CRU | | +| | | must add | customers to | | +| | | Contoso as a | easily deploy | | +| | | Reseller on | and manage new | | +| | | your ABM | iOS devices | | +| | | account to | purchased from | | +| | | authorize | Contoso. ABM | | +| | | Contoso to | enrollment | | +| | | submit your | takes place in | | +| | | Contoso device | three stages:¶ | | +| | | information. | ¶ Stage 1: | | +| | | (Contoso | Customer must | | +| | | Reseller ID: | first enroll in | | +| | | 722D390). | ABM directly | | +| | | Once you | with Apple and | | +| | | have | obtain an Apple | | +| | | enrolled | Organization | | +| | | with Apple, | ID. The | | +| | | you can | customer sets | | +| | | contact your | up their MDM | | +| | | Contoso seller | configuration | | +| | | to enroll in | profile on ABM. | | +| | | ABM with | Stage 2: The | | +| | | Contoso. | Sales Account | | +| | | (Source: | Team and | | +| | | context) | customer work | | +| | | | together to | | +| | | | complete Contoso's | | +| | | | on-boarding | | +| | | | process. Stage | | +| | | | 3: Once setup | | +| | | | with Contoso on | | +| | | | ABM, newly | | +| | | | purchased iOS | | +| | | | devices will be | | +| | | | enrolled in | | +| | | | ABM. When | | +| | | | devices are | | +| | | | first powered | | +| | | | on, they will | | +| | | | be configured | | +| | | | automatically | | +| | | | with the | | +| | | | customer’s | | +| | | | established | | +| | | | settings. What | | +| | | | I Need to Know | | +| | | | ¶ ¶ | | +| | | | Eligibility | | +| | | | Requirements¶ | | +| | | | ¶ CRU | | +| | | | customers with | | +| | | | a FAN are | | +| | | | eligible to | | +| | | | enroll into | | +| | | | Contoso’s ABM | | +| | | | device | | +| | | | enrollment | | +| | | | program. Small | | +| | | | Business | | +| | | | customers in | | +| | | | myContoso, | | +| | | | Signature, Non | | +| | | | FAN-CRUs, and | | +| | | | Consumers are | | +| | | | NOT eligible to | | +| | | | enroll into | | +| | | | DEP. Customers | | +| | | | must have an | | +| | | | Apple | | +| | | | Organization ID | | +| | | | issued from the | | +| | | | ABM portal. | | +| | | | Customer has to | | +| | | | have either | | +| | | | “Web References | | +| | | | enabled” or | | +| | | | sign a contract | | +| | | | agreement for | | +| | | | the ABM terms | | +| | | | and conditions | | +| | | | to enroll | | +| | | | through Contoso. | | +| | | | The chart below | | +| | | | outlines which | | +| | | | Apple devices | | +| | | | are eligible to | | +| | | | enroll into ABM | | +| | | | through Contoso. | | +| | | | Chart ¶ ¶ | | +| | | | Device | | +| | | | Eligibility | | +| | | | Device Details | | +| | | | Eligible ¶ | | +| | | | CRU Apple | | +| | | | iPhones and | | +| | | | iPads (referred | | +| | | | to as "Apple | | +| | | | devices")New | | +| | | | Apple devices | | +| | | | purchased via | | +| | | | Premier, OPUS | | +| | | | ordersNew Apple | | +| | | | devices | | +| | | | purchased at | | +| | | | Retail | | +| | | | locations.New | | +| | | | Apple devices | | +| | | | purchased as | | +| | | | Buy Online Pick | | +| | | | Up In Store (BO | | +| | | | PIS).Existing | | +| | | | Apple devices | | +| | | | purchased | | +| | | | within 24 | | +| | | | months prior to | | +| | | | enrollment in | | +| | | | Contoso’s ABM | | +| | | | program, know | | +| | | | as "Lookback."¶ | | +| | | | ¶ Note: | | +| | | | Devices | | +| | | | purchased in | | +| | | | Contoso Retail | | +| | | | (BOPIS | | +| | | | included) will | | +| | | | take up to 48 | | +| | | | hours for ABM | | +| | | | enrollment. See | | +| | | | troubleshooting | | +| | | | section for | | +| | | | help.¶ Not | | +| | | | Eligible ¶ | | +| | | | SIG, certified | | +| | | | like-new, and | | +| | | | refurbished | | +| | | | devicesOther | | +| | | | iOS devices, | | +| | | | such as iOS | | +| | | | wearable | | +| | | | devices, Mac or | | +| | | | Apple | | +| | | | TV’sApple- | | +| | | | branded | | +| | | | iPhones, iPads | | +| | | | and other iOS | | +| | | | devices | | +| | | | provided | | +| | | | through 3rd | | +| | | | party warranty | | +| | | | or insurance co | | +| | | | mpaniesBYOD/COA | | +| | | | M Apple devices | | +| | | | Enterprise On | | +| | | | DemandABM | | +| | | | international | | +| | | | enrollment¶ | | +| | | | back to top¶ ¶ | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know¶ ¶ | | +| | | | Customer signs | | +| | | | up for ABM with | | +| | | | Apple:¶ ¶ For | | +| | | | initial | | +| | | | information the | | +| | | | customer can | | +| | | | learn about ABM | | +| | | | by going to | | +| | | | Apple at Work. | | +| | | | The customer | | +| | | | goes to https:/ | | +| | | | /business.apple | | +| | | | .com/#enrollmen | | +| | | | t to sign up | | +| | | | for ABM with | | +| | | | Apple. Note: | | +| | | | Contoso | | +| | | | representatives | | +| | | | should not be p | | +| | | | articipating/as | | +| | | | sisting a | | +| | | | customer with | | +| | | | ABM sign-up on | | +| | | | the Apple site. | | +| | | | Apple provides | | +| | | | the customer a | | +| | | | unique Apple | | +| | | | Organization ID | | +| | | | after | | +| | | | enrollment. | | +| | | | This | | +| | | | information | | +| | | | will be | | +| | | | required by | | +| | | | Contoso to | | +| | | | complete | | +| | | | enrollment | | +| | | | Note: This is | | +| | | | sometime | | +| | | | referred to as | | +| | | | "ABM Account" | | +| | | | or "Org ID" or | | +| | | | formerly | | +| | | | "Customer DEP | | +| | | | ID." During | | +| | | | setup on the | | +| | | | Apple site, the | | +| | | | customer must | | +| | | | add Contoso as a | | +| | | | Reseller on | | +| | | | their ABM | | +| | | | account to | | +| | | | authorize Contoso | | +| | | | to submit their | | +| | | | Contoso device | | +| | | | information. | | +| | | | (Contoso Reseller | | +| | | | ID: 722D390) | | +| | | | Customer adds | | +| | | | their Mobile | | +| | | | Device | | +| | | | Management | | +| | | | (MDM) Server | | +| | | | information on | | +| | | | their ABM | | +| | | | portal. The | | +| | | | Customer then | | +| | | | contacts their | | +| | | | Contoso seller to | | +| | | | enroll in ABM | | +| | | | with Contoso. ABM | | +| | | | On-Boarding | | +| | | | Process ¶ | | +| | | | Step On- | | +| | | | Boarding | | +| | | | Process ¶ | | +| | | | Contoso seller/rep | | +| | | | verifies if the | | +| | | | customer has | | +| | | | "web-references | | +| | | | enabled" | | +| | | | through FAST or | | +| | | | ROME.¶ ¶ If | | +| | | | enabled, | | +| | | | proceed to the | | +| | | | Step 2.If not | | +| | | | enabled, the | | +| | | | seller must | | +| | | | first engage | | +| | | | the Customer | | +| | | | Mobility | | +| | | | Contract Team | | +| | | | to have the | | +| | | | customer sign a | | +| | | | legal agreement | | +| | | | for ABM terms | | +| | | | and | | +| | | | conditions.¶ ¶ | | +| | | | BCS Rep or | | +| | | | Sales Account | | +| | | | Team emails the | | +| | | | ABM Customer | | +| | | | Instructions | | +| | | | and Participant | | +| | | | Request Form to | | +| | | | the customer. | | +| | | | Use Emailable | | +| | | | Customer | | +| | | | Forms.¶ ¶ Set | | +| | | | expectations:¶ | | +| | | | ¶ Ensure the | | +| | | | requestor is | | +| | | | listed in | | +| | | | Contoso's account | | +| | | | profile as | | +| | | | "primary" or | | +| | | | "day-to-day" | | +| | | | contact; | | +| | | | otherwise the | | +| | | | request will be | | +| | | | rejected by the | | +| | | | profiles | | +| | | | team.Confirm | | +| | | | the customer's | | +| | | | email | | +| | | | address.Inform | | +| | | | the customer | | +| | | | they must | | +| | | | complete the | | +| | | | form and submit | | +| | | | it with 2 | | +| | | | required | | +| | | | screenshots | | +| | | | from their ABM | | +| | | | portal:¶ | | +| | | | Source: | | +| | | | Content: ¶ | | +| | | | FAQ¶ ¶ Who is | | +| | | | eligible?¶ | | +| | | | Only Business | | +| | | | customers | | +| | | | placing CRU | | +| | | | orders for | | +| | | | Apple iPhones | | +| | | | and iPads are | | +| | | | eligible for | | +| | | | ABM enrollment | | +| | | | through Contoso.¶ | | +| | | | ¶ How do CRUs | | +| | | | enroll in the | | +| | | | Apple ABM?¶ | | +| | | | Eligible | | +| | | | customers must | | +| | | | first enroll | | +| | | | with Apple at h | | +| | | | ttps://business | | +| | | | .apple.com/#enr | | +| | | | ollment. If | | +| | | | customers have | | +| | | | already | | +| | | | enrolled with | | +| | | | Apple and are | | +| | | | inquiring about | | +| | | | the Contoso | | +| | | | reseller ID, | | +| | | | refer to the | | +| | | | on-boarding | | +| | | | procedures | | +| | | | above.¶ ¶ How | | +| | | | much does the | | +| | | | program cost?¶ | | +| | | | This is a free | | +| | | | service offered | | +| | | | by Apple and | | +| | | | Contoso. Refer to | | +| | | | Apple at Work | | +| | | | or Contoso Apple | | +| | | | Business | | +| | | | Manager for | | +| | | | more | | +| | | | information.¶ | | +| | | | ¶ Who should | | +| | | | customers call | | +| | | | if they have | | +| | | | questions about | | +| | | | the Apple ABM | | +| | | | portal?¶ Refer | | +| | | | customers to | | +| | | | Apple Business | | +| | | | Manager User | | +| | | | Guide.¶ ¶ Can | | +| | | | the customer | | +| | | | have multiple | | +| | | | enrollment IDs | | +| | | | associated with | | +| | | | their FAN?¶ | | +| | | | No. They can | | +| | | | have only one | | +| | | | enrollment ID.¶ | | +| | | | ¶ What if the | | +| | | | customer wants | | +| | | | to cancel their | | +| | | | enrollment in | | +| | | | the program?¶ | | +| | | | A FAN profile | | +| | | | update request | | +| | | | would need to | | +| | | | be submitted | | +| | | | requesting | | +| | | | removal of the | | +| | | | "Apple DEP" | | +| | | | indicator and | | +| | | | ABM | | +| | | | Organization | | +| | | | ID.¶ ¶ back | | +| | | | to top Source: | | +| | | | Content: | | +| | | | Escalation | | +| | | | Process.¶ ¶ | | +| | | | Need an Apple | | +| | | | Organization ID | | +| | | | ¶ Explain to | | +| | | | the customer | | +| | | | how to look up | | +| | | | their | | +| | | | Organization ID | | +| | | | through their | | +| | | | ABM portal: | | +| | | | Settings / | | +| | | | Enrollment | | +| | | | Information / | | +| | | | Organization | | +| | | | Info.If they | | +| | | | have not | | +| | | | enrolled in ABM | | +| | | | through Apple, | | +| | | | provide the | | +| | | | following link | | +| | | | to sign up for | | +| | | | ABM with Apple: | | +| | | | https://busines | | +| | | | s.apple.com/#en | | +| | | | rollment¶ | | +| | | | Place order | | +| | | | after ABM on- | | +| | | | boarding | | +| | | | process ¶ Let | | +| | | | the customer | | +| | | | know that once | | +| | | | the customer | | +| | | | has received | | +| | | | the "Congratula | | +| | | | tions" email | | +| | | | from Contoso, the | | +| | | | on-boarding | | +| | | | process is | | +| | | | complete. The | | +| | | | customer can | | +| | | | place a test | | +| | | | order to | | +| | | | validate | | +| | | | everything is | | +| | | | set up | | +| | | | correctly when | | +| | | | they can see | | +| | | | their new | | +| | | | devices on | | +| | | | their ABM | | +| | | | portal. (This | | +| | | | is optional.) | | +| | | | Otherwise, they | | +| | | | can place a | | +| | | | normal order | | +| | | | and follow the | | +| | | | same steps.¶ | | +| | | | Submit | | +| | | | Participant | | +| | | | Request form ¶ | | +| | | | Email a copy of | | +| | | | the Customer | | +| | | | Instructions | | +| | | | and Participant | | +| | | | Request Form to | | +| | | | the customer. | | +| | | | Use Emailable | | +| | | | Customer | | +| | | | Forms.Tell the | | +| | | | customer that | | +| | | | the form | | +| | | | contains | | +| | | | directions for | | +| | | | filling it out, | | +| | | | where to email | | +| | | | the completed | | +| | | | form and the | | +| | | | required | | +| | | | screenshots and | | +| | | | other | | +| | | | documents.The | | +| | | | email must be | | +| | | | submitted by an | | +| | | | authorized | | +| | | | "primary" or | | +| | | | "day to day" | | +| | | | contact and | | +| | | | must be sent | | +| | | | from the | | +| | | | customer’s | | +| | | | business | | +| | | | email.¶ ¶ ¶ | | +| | | | ABM Device | | +| | | | Enrollment | | +| | | | Issues ¶ | | +| | | | Device | | +| | | | Scenarios | | +| | | | Resolution | | +| | | | Apple Error | | +| | | | Submission | | +| | | | Email ¶ Apple | | +| | | | sends an email | | +| | | | to the customer | | +| | | | when the device | | +| | | | enrollment | | +| | | | process fails | | +| | | | between Apple | | +| | | | and Contoso.¶ ¶ | | +| | | | Access Order | | +| | | | Track.Search | | +| | | | for customer by | | +| | | | IMEI or Contoso | | +| | | | Order | | +| | | | Number.Click | | +| | | | the DEP Status | | +| | | | field and take | | +| | | | note of the | | +| | | | error | | +| | | | code.Contact | | +| | | | SSO for | | +| | | | assistance and | | +| | | | give them the | | +| | | | error code.¶ | | +| | | | DEP Error in | | +| | | | Apple DEP | | +| | | | Status Field in | | +| | | | Order Track ¶ | | +| | | | Click the DEP | | +| | | | Status field | | +| | | | and take note | | +| | | | of the error | | +| | | | code.Contact | | +| | | | SSO for | | +| | | | assistance and | | +| | | | give them the | | +| | | | error code.¶ | | +| | | | Device | | +| | | | purchased in | | +| | | | retail but not | | +| | | | enrolled in ABM | | +| | | | ¶ Confirm | | +| | | | customer is | | +| | | | onboarded in | | +| | | | Apple Business | | +| | | | ManagerAsk | | +| | | | customer to | | +| | | | check device | | +| | | | settings to | | +| | | | confirm if they | | +| | | | see the | | +| | | | business | | +| | | | nameFollow the | | +| | | | scenario matrix | | +| | | | below if not | | +| | | | enrolled¶ ¶ | | +| | | | IfThenEnrolled | | +| | | | in ABM and its | | +| | | | been less than | | +| | | | 48 hours from a | | +| | | | ctivation.Advis | | +| | | | e the customer | | +| | | | to wait 48 | | +| | | | hours and then | | +| | | | perform a | | +| | | | factory reset | | +| | | | on their | | +| | | | deviceEnrolled | | +| | | | in ABM and more | | +| | | | than 48 hours | | +| | | | have passed.¶ | | +| | | | Ensure customer | | +| | | | has completed a | | +| | | | factory resetIf | | +| | | | the business | | +| | | | name is not | | +| | | | listed in the | | +| | | | device | | +| | | | settings¶ | | +| | | | Direct the | | +| | | | customer to | | +| | | | their account | | +| | | | team¶ Account | | +| | | | team can engage | | +| | | | the Contoso ABM | | +| | | | admin team for | | +| | | | assistance with | | +| | | | device | | +| | | | enrollment.¶ ¶ | | +| | | | ¶ ¶ ¶ ¶ ¶ | | +| | | | ¶ Enroll | | +| | | | existing Apple | | +| | | | devices | | +| | | | purchased prior | | +| | | | to ABM | | +| | | | enrollment. | | +| | | | Also known as | | +| | | | "Lookback". | | +| | | | Refer the | | +| | | | customer to | | +| | | | their seller to | | +| | | | submit a | | +| | | | "Lookback" | | +| | | | request. How | | +| | | | to use ABM | | +| | | | Portal ¶ | | +| | | | Refer the | | +| | | | customer to | | +| | | | Apple. Here are | | +| | | | two resources:¶ | | +| | | | ¶ Apple | | +| | | | Support Number: | | +| | | | 866.902.7144, | | +| | | | Monday-Friday, | | +| | | | 8:00am-7:00pm | | +| | | | CSTOnline | | +| | | | support: Apple | | +| | | | Business | | +| | | | Manager User | | +| | | | Guide¶ | | +| | | | Incorrect | | +| | | | Organization ID | | +| | | | listed in FaST | | +| | | | ¶ Access Order | | +| | | | Track.Search | | +| | | | for customer by | | +| | | | IMEI or Contoso | | +| | | | Order | | +| | | | Number.Click | | +| | | | the DEP Status | | +| | | | field and take | | +| | | | note of the | | +| | | | error | | +| | | | code.Contact | | +| | | | SSO for | | +| | | | assistance and | | +| | | | give them the | | +| | | | error code.¶ | | +| | | | Newly purchased | | +| | | | Apple device | | +| | | | does not appear | | +| | | | in the ABM | | +| | | | portal ¶ Have | | +| | | | the customer | | +| | | | search in their | | +| | | | ABM portal | | +| | | | using the Apple | | +| | | | order number | | +| | | | provided in the | | +| | | | email from | | +| | | | Apple.Check | | +| | | | FaST, to see if | | +| | | | the | | +| | | | Organization ID | | +| | | | displays on the | | +| | | | DMP and DEP | | +| | | | tab. If it is | | +| | | | missing, | | +| | | | contact | | +| | | | SSO.Check Order | | +| | | | track, to view | | +| | | | the DEP status | | +| | | | field. If it is | | +| | | | blank or has an | | +| | | | error code, | | +| | | | contact SSO.¶ | | +| | | | MDM | | +| | | | configuration | | +| | | | issues with | | +| | | | device ¶ | | +| | | | Inform the | | +| | | | customer to | | +| | | | restore the | | +| | | | device to | | +| | | | factory | | +| | | | settings, which | | +| | | | then activates | | +| | | | the devices | | +| | | | with the MDM | | +| | | | profile | | +| | | | configuration.¶ | | +| | | | ¶ To restore: | | +| | | | Go to Settings | | +| | | | > General > | | +| | | | Reset > Erase | | +| | | | All Content and | | +| | | | Settings.¶ MDM | | +| | | | server | | +| | | | issues/add MDM | | +| | | | server Refer | | +| | | | Company Admins | | +| | | | who are having | | +| | | | MDM profile | | +| | | | configuration | | +| | | | issues with the | | +| | | | MDM server to | | +| | | | Add MDM | | +| | | | Servers. | | +| | | | Searching in | | +| | | | the ABM portal | | +| | | | ¶ Inform the | | +| | | | customer to use | | +| | | | the Apple order | | +| | | | number to | | +| | | | search for | | +| | | | newly purchased | | +| | | | Apple | | +| | | | device(s).¶ ¶ | | +| | | | Note: The Contoso | | +| | | | order number | | +| | | | may not bring | | +| | | | up their | | +| | | | ordered | | +| | | | device(s).¶ | | +| | | | back to top¶ | | +| | | | Source: | | +| | | | Content: Apple | | +| | | | Organization ID | | +| | | | screenshot: can | | +| | | | be found via | | +| | | | Settings / | | +| | | | Enrollment | | +| | | | Information / | | +| | | | Organization | | +| | | | InfoContoso | | +| | | | Reseller ID | | +| | | | screenshot: can | | +| | | | be found via | | +| | | | Settings / | | +| | | | Device | | +| | | | Management | | +| | | | Settings / | | +| | | | Customer | | +| | | | Numbers / Edit¶ | | +| | | | Form must come | | +| | | | from the | | +| | | | customer's | | +| | | | email domain | | +| | | | (for example, j | | +| | | | ohnsmith@xyzcom | | +| | | | pany.com).Custo | | +| | | | mer may receive | | +| | | | a rejection | | +| | | | email if it is | | +| | | | not submitted | | +| | | | by an | | +| | | | authorized | | +| | | | requestor, from | | +| | | | the customer’s | | +| | | | company email, | | +| | | | form is | | +| | | | incomplete | | +| | | | and/or the | | +| | | | screenshots are | | +| | | | not included.Ot | | +| | | | herwise, the | | +| | | | customer will | | +| | | | receive a | | +| | | | confirmation | | +| | | | email within | | +| | | | 3-5 business | | +| | | | days of | | +| | | | submitting the | | +| | | | form.¶ ¶ | | +| | | | Customer emails | | +| | | | completed form | | +| | | | and required | | +| | | | screenshots to: | | +| | | | AppleDEPprofile | | +| | | | @amcustomercare | | +| | | | .att-mail.com¶ | | +| | | | ¶ Note: The | | +| | | | Profile Team | | +| | | | has a special | | +| | | | mailbox for ABM | | +| | | | enrollment.¶ ¶ | | +| | | | Profile Team | | +| | | | sends the | | +| | | | customer a | | +| | | | confirmation | | +| | | | email within | | +| | | | 3-5 business | | +| | | | days of getting | | +| | | | the customer's | | +| | | | email. Or, the | | +| | | | Profile team | | +| | | | will contact | | +| | | | the customer | | +| | | | for additional | | +| | | | information.¶ | | +| | | | ¶ Note: A case | | +| | | | # will be | | +| | | | assigned to | | +| | | | track | | +| | | | communications | | +| | | | with the | | +| | | | customer. The | | +| | | | email provides | | +| | | | an estimated | | +| | | | on-boarding | | +| | | | date for the | | +| | | | Device | | +| | | | Enrollment | | +| | | | Enablement | | +| | | | Program.¶ ¶ ( | | +| | | | Optional)Custom | | +| | | | er requests a | | +| | | | "Lookback" to | | +| | | | enroll their | | +| | | | existing Apple | | +| | | | devices. This | | +| | | | enables the | | +| | | | enrollment of | | +| | | | their existing | | +| | | | inventory of | | +| | | | eligible Apple | | +| | | | iPhone and iPad | | +| | | | devices, which | | +| | | | were purchased | | +| | | | from Contoso | | +| | | | within the past | | +| | | | 24 months.¶ ¶ | | +| | | | The customer | | +| | | | informs their | | +| | | | seller they | | +| | | | have received | | +| | | | confirmation of | | +| | | | ABM enrollment | | +| | | | from Contoso and | | +| | | | requests their | | +| | | | lookback | | +| | | | processed.The | | +| | | | seller first | | +| | | | verifies | | +| | | | completion of | | +| | | | customer's ABM | | +| | | | enrollment by | | +| | | | checking in | | +| | | | FAST that the | | +| | | | DMP & DEP tab | | +| | | | has "Apple DEP" | | +| | | | indicated with | | +| | | | "Active" status | | +| | | | and the correct | | +| | | | ABM | | +| | | | Organization | | +| | | | ID.The seller | | +| | | | then completes | | +| | | | the Apple | | +| | | | Business | | +| | | | Manager | | +| | | | Lookback | | +| | | | Request.¶ | | +| | | | Customer places | | +| | | | an order of | | +| | | | Apple devices, | | +| | | | which begins | | +| | | | automatic | | +| | | | enrollment of | | +| | | | newly purchased | | +| | | | Apple devices. | | +| | | | They can use | | +| | | | BAU ordering | | +| | | | methods: | | +| | | | National | | +| | | | Business | | +| | | | Solution Center | | +| | | | (NBSC), | | +| | | | Premier, or the | | +| | | | Sales Account | | +| | | | Team. Customer | | +| | | | verifies they | | +| | | | can view the | | +| | | | ordered devices | | +| | | | in their ABM | | +| | | | portal.¶ | | +| | | | Viewed Order De | | +| | | | vicesDetailsYes | | +| | | | On-boarding | | +| | | | process is | | +| | | | complete. | | +| | | | Customer can | | +| | | | order more | | +| | | | Apple devices, | | +| | | | as | | +| | | | needed.NoRefer | | +| | | | customer to | | +| | | | Sales Account | | +| | | | Team or | | +| | | | Customer Care | | +| | | | at 800.331.0500 | | +| | | | for assistance. | | +| | | | Note: A seller | | +| | | | can submit a | | +| | | | request to the | | +| | | | Contoso_ABM_DEP- | | +| | | | Admin to | | +| | | | inquire about | | +| | | | the issue, if | | +| | | | the customer | | +| | | | reaches out to | | +| | | | the seller for | | +| | | | support.¶ back | | +| | | | to top¶ ¶ Tro | | +| | | | ubleshooting¶ | | +| | | | ¶ Refer to the | | +| | | | below tables to | | +| | | | resolve ABM- | | +| | | | related | | +| | | | issues.¶ ¶ ¶ | | +| | | | ABM Customer | | +| | | | Enrollment | | +| | | | Issues ¶ | | +| | | | Customer | | +| | | | Scenarios | | +| | | | Resolutions | | +| | | | Add Contoso | | +| | | | Reseller ID to | | +| | | | ABM account | | +| | | | Give the | | +| | | | customer Contoso's | | +| | | | Apple Reseller | | +| | | | ID: 722D390. | | +| | | | Confirm the | | +| | | | customer has | | +| | | | entered the ID | | +| | | | correctly to | | +| | | | reduce delays | | +| | | | or enrollment | | +| | | | issues. "Apple | | +| | | | DEP" indicator | | +| | | | not appearing | | +| | | | in FaST or the | | +| | | | customer's | | +| | | | profile | | +| | | | Confirm | | +| | | | customer sent | | +| | | | in Participant | | +| | | | form. If not, | | +| | | | send out a copy | | +| | | | of the form. If | | +| | | | so, ask | | +| | | | customer to | | +| | | | check for an | | +| | | | email from the | | +| | | | Profiles team | | +| | | | asking for | | +| | | | follow-up | | +| | | | information. | | +| | | | Explain how-to | | +| | | | resolve, using | | +| | | | the Case #. | | +| | | | Cancel | | +| | | | customer's | | +| | | | enrollment in | | +| | | | ABM with Contoso | | +| | | | Submit a FAN | | +| | | | Profile Update | | +| | | | Request to | | +| | | | remove the | | +| | | | "Apple DEP" | | +| | | | indicator and | | +| | | | Apple | | +| | | | Organization | | +| | | | ID. Inform the | | +| | | | customer their | | +| | | | devices will | | +| | | | continue to be | | +| | | | enrolled in | | +| | | | ABM; they can | | +| | | | manage them | | +| | | | through the ABM | | +| | | | portal. Enroll | | +| | | | in ABM through | | +| | | | Apple ¶ Give | | +| | | | customer the | | +| | | | Apple DEP | | +| | | | portal link: ht | | +| | | | tps://business. | | +| | | | apple.com/#enro | | +| | | | llmentto sign | | +| | | | up for ABM with | | +| | | | Apple.Tell | | +| | | | customer to add | | +| | | | Contoso as a | | +| | | | reseller when | | +| | | | they enroll. | | +| | | | Reseller ID: | | +| | | | 722D390.¶ Help | | +| | | | with ABM on- | | +| | | | boarding | | +| | | | process Check | | +| | | | FaST to see if | | +| | | | the "Apple DEP" | | +| | | | indicator was | | +| | | | added.¶ ABM | | +| | | | Org | | +| | | | IDDetailsAdded¶ | | +| | | | If added, | | +| | | | verify the | | +| | | | customer’s | | +| | | | Apple | | +| | | | Organization | | +| | | | ID:¶ ¶ If | | +| | | | correct:¶ ¶ | | +| | | | Inform customer | | +| | | | to place an | | +| | | | order of Apple | | +| | | | devices.Have | | +| | | | the customer | | +| | | | verify they can | | +| | | | view the | | +| | | | ordered devices | | +| | | | in their ABM | | +| | | | portal. If not, | | +| | | | refer them to | | +| | | | their seller to | | +| | | | reach out to | | +| | | | Contoso-ABM-DEP- | | +| | | | Admin.¶ If not | | +| | | | correct, | | +| | | | contact SSO to | | +| | | | fix it.¶ Not | | +| | | | Added¶ If not | | +| | | | added, confirm | | +| | | | they submitted | | +| | | | a Participant | | +| | | | Request form. | | +| | | | Use Emailable | | +| | | | Customer | | +| | | | Forms.If form | | +| | | | was sent, | | +| | | | engage Team | | +| | | | Manager. | | +| | | | Managers should | | +| | | | follow the NSC | | +| | | | Source: | | +| | | | Content: Contoso | | +| | | | Mobile Business | | +| | | | (AMB) Agreement | | +| | | | AMB Agreements | | +| | | | extend | | +| | | | additional | | +| | | | savings to meet | | +| | | | the unique | | +| | | | needs of small | | +| | | | business | | +| | | | customers. | | +| | | | Leverage small | | +| | | | business | | +| | | | pricing on | | +| | | | Contoso's wireless | | +| | | | plans, | | +| | | | equipment, and | | +| | | | services with | | +| | | | an Contoso Mobile | | +| | | | Business | | +| | | | Agreement. | | +| | | | Benefits | | +| | | | include: | | +| | | | Monthly | | +| | | | recurring | | +| | | | discounts on | | +| | | | qualifying | | +| | | | services. | | +| | | | Activation fees | | +| | | | are | | +| | | | automatically | | +| | | | waived by the | | +| | | | system for new | | +| | | | CRU lines. | | +| | | | Dedicated | | +| | | | account | | +| | | | management for | | +| | | | authorized | | +| | | | order placers | | +| | | | (AOPs). Support | | +| | | | is available | | +| | | | 24/7. Setting | | +| | | | Expectations | | | +| | | | Procedures | | | +| | | | Business Rules | | +| | | | | | | +| | | | Troubleshooting | | +| | | | Here's How it | | +| | | | Works | | +| | | | Eligibility | | +| | | | Available to | | +| | | | Businesses with | | +| | | | 1-99 employees. | | +| | | | Must maintain | | +| | | | at least 1 | | +| | | | active CRU | | +| | | | account during | | +| | | | the entire two- | | +| | | | year term of | | +| | | | agreement. | | +| | | | Minimum of 5 | | +| | | | end-user lines | | +| | | | on qualifying | | +| | | | rate plans | | +| | | | meeting the $30 | | +| | | | or higher | | +| | | | monthly | | +| | | | recurring | | +| | | | charge (MRC) | | +| | | | requirement. | | +| | | | Discounts To | | +| | | | qualify for the | | +| | | | 8% discount, | | +| | | | customers must | | +| | | | meet the | | +| | | | agreement | | +| | | | requirements. | | +| | | | Service | | +| | | | Discounting | | +| | | | does not begin | | +| | | | until the | | +| | | | minimum number | | +| | | | of users is | | +| | | | added. Service | | +| | | | discount | | +| | | | follows a | | +| | | | tiered service | | +| | | | discount | | +| | | | structure: | | +| | | | 1-4 lines = 0% | | +| | | | (Standard) 5+ | | +| | | | lines = 8% | | +| | | | (Standard) | | +| | | | Compatible with | | +| | | | all other | | +| | | | offers for | | +| | | | which the | | +| | | | customer | | +| | | | qualifies. | | +| | | | Back to Top | | +| | | | Business Rules | | +| | | | An | | +| | | | authorization | | +| | | | note is not | | +| | | | required. | | +| | | | Exception: If | | +| | | | the line is | | +| | | | moving from an | | +| | | | existing CRU | | +| | | | account | | +| | | | (different | | +| | | | parent | | +| | | | company), the | | +| | | | existing BAN | | +| | | | must have an | | +| | | | authorization | | +| | | | note stating: | | +| | | | the AOP has | | +| | | | granted | | +| | | | permission to | | +| | | | release [enter | | +| | | | CTN(s)] to a | | +| | | | new liability. | | +| | | | Customers must | | +| | | | approve the | | +| | | | two-year AMB | | +| | | | agreement Terms | | +| | | | & Conditions | | +| | | | however, new | | +| | | | individual CRU | | +| | | | end-users have | | +| | | | the option to | | +| | | | select a zero-, | | +| | | | one-, or two- | | +| | | | year individual | | +| | | | line commitment | | +| | | | based on | | +| | | | discounted | | +| | | | Small Business | | +| | | | equipment | | +| | | | pricing. The | | +| | | | remaining | | +| | | | balance of the | | +| | | | installment | | +| | | | plan on the CTN | | +| | | | transfers to | | +| | | | the new | | +| | | | account. | | +| | | | Assisting | | +| | | | Customers in | | +| | | | Contoso Retail: | | +| | | | After verifying | | +| | | | their business, | | +| | | | BME creates the | | +| | | | new AMB if the | | +| | | | customer is | | +| | | | calling from | | +| | | | the store. | | +| | | | Retail agent | | +| | | | places a note | | +| | | | on the account | | +| | | | that the | | +| | | | business was | | +| | | | verified. If | | +| | | | the account is | | +| | | | not noted, | | +| | | | advise the | | +| | | | customer that | | +| | | | the account | | +| | | | must be noted | | +| | | | before you can | | +| | | | proceed. | | +| | | | If a tentative | | +| | | | BAN has already | | +| | | | been created by | | +| | | | Contoso Retail, | | +| | | | and the | | +| | | | customer needs | | +| | | | to complete a T | | +| | | | oBR/enrollment, | | +| | | | assist | | +| | | | following | | +| | | | standard | | +| | | | procedures. It | | +| | | | is preferred | | +| | | | (but not | | +| | | | required) for | | +| | | | the customer to | | +| | | | be in the store | | +| | | | when the | | +| | | | customer calls | | +| | | | back to | | +| | | | complete the | | +| | | | move to new AMB | | +| | | | process. BME | | +| | | | sets the | | +| | | | expectation | | +| | | | that the | | +| | | | customer calls | | +| | | | back from the | | +| | | | Contoso Retail | | +| | | | store to | | +| | | | complete the | | +| | | | request. Back | | +| | | | to Top Set | | +| | | | Expectations | | +| | | | AMB contract | | +| | | | terms & | | +| | | | conditions must | | +| | | | be accepted via | | +| | | | a secure site | | +| | | | and link | | +| | | | provided in an | | +| | | | email.  | | +| | | | Customers can | | +| | | | access | | +| | | | att.com/amb to | | +| | | | view the | | +| | | | general terms & | | +| | | | conditions, | | +| | | | qualified | | +| | | | plans, and | | +| | | | iPhone | | +| | | | information. | | +| | | | $36 Start of | | +| | | | Service Fee is | | +| | | | waived for new | | +| | | | service. | | +| | | | Discounting | | +| | | | begins once the | | +| | | | minimum | | +| | | | eligibility | | +| | | | requirements | | +| | | | are met: 5 end- | | +| | | | user lines with | | +| | | | at least 1 of | | +| | | | them being a | | +| | | | CRU. | | +| | | | Customer's are | | +| | | | responsible for | | +| | | | any applicable | | +| | | | ETFs. The ETFs | | +| | | | apply to the | | +| | | | individual line | | +| | | | commitments, | | +| | | | not to the | | +| | | | overall AMB | | +| | | | agreement. | | +| | | | When moving | | +| | | | from an | | +| | | | existing | | +| | | | account to an | | +| | | | AMB account, no | | +| | | | transfers of | | +| | | | any charges, | | +| | | | discounts, or | | +| | | | credits from | | +| | | | the originating | | +| | | | account to the | | +| | | | new account are | | +| | | | allowed. Contoso | | +| | | | invoices & | | +| | | | payments can be | | +| | | | viewed/made via | | +| | | | Premier eBill. | | +| | | | Monthly bill | | +| | | | data displays | | +| | | | 12 days after | | +| | | | the bill cycle | | +| | | | date. Premier | | +| | | | eBill stores up | | +| | | | to 16 months of | | +| | | | voice and data | | +| | | | detail. Back | | +| | | | to Top | | +| | | | Procedures | | +| | | | Complete the | | +| | | | New Business | | +| | | | Fraud | | +| | | | Verification | | +| | | | Process. | | +| | | | See Fraud | | +| | | | Verification | | +| | | | Process for | | +| | | | Add-A-Line & | | +| | | | New Mobility | | +| | | | Customers - | | +| | | | BCSS. ​​​​ | | +| | | | Complete the | | +| | | | credit | | +| | | | evaluation. | | +| | | | Suggested | | +| | | | verbiage: | | +| | | | Mr./Ms. | | +| | | | [Customer | | +| | | | Name], the | | +| | | | system performs | | +| | | | a credit | | +| | | | evaluation | | +| | | | which includes | | +| | | | a review of | | +| | | | your history | | +| | | | with Contoso | | +| | | | companies. Is | | +| | | | that OK? | | +| | | | Gather all the | | +| | | | necessary | | +| | | | details. | | +| | | | Billing Address | | +| | | | Rules: | | +| | | | Applicant's | | +| | | | address must be | | +| | | | within the U.S. | | +| | | | or the U.S. | | +| | | | territories. | | +| | | | Applicant may | | +| | | | provide a | | +| | | | company billing | | +| | | | address | | +| | | | including | | +| | | | designators | | +| | | | (for example, | | +| | | | Accounts | | +| | | | Payable or | | +| | | | Accounting as | | +| | | | the suite or | | +| | | | floor number). | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 20 | What is | Apple | Content: Jump | 9 | +| | Apple | Business | to: What I Need | | +| | Business | Manager | to Know | What | | +| | Manager | (ABM) is a | the Customer | | +| | (ABM)? | program that | Needs to Know | | | +| | | allows CRU | Onboarding | | +| | | customers to | Procedures | | | +| | | easily | Troubleshooting | | +| | | deploy and | | FAQ ¶ ¶ | | +| | | manage new | Apple Business | | +| | | iOS devices | Manager (ABM) | | +| | | purchased | (formerly Apple | | +| | | from Contoso. | "DEP") provides | | +| | | It involves | a fast, | | +| | | a three- | streamlined way | | +| | | stage | for CRU | | +| | | enrollment | customers to | | +| | | process, | easily deploy | | +| | | where the | and manage new | | +| | | customer | iOS devices | | +| | | first | purchased from | | +| | | enrolls in | Contoso. ABM | | +| | | ABM directly | enrollment | | +| | | with Apple, | takes place in | | +| | | completes | three stages:¶ | | +| | | Contoso's on- | ¶ Stage 1: | | +| | | boarding | Customer must | | +| | | process, and | first enroll in | | +| | | then newly | ABM directly | | +| | | purchased | with Apple and | | +| | | iOS devices | obtain an Apple | | +| | | are enrolled | Organization | | +| | | in ABM. | ID. The | | +| | | (Source: | customer sets | | +| | | provided | up their MDM | | +| | | context) | configuration | | +| | | | profile on ABM. | | +| | | | Stage 2: The | | +| | | | Sales Account | | +| | | | Team and | | +| | | | customer work | | +| | | | together to | | +| | | | complete Contoso's | | +| | | | on-boarding | | +| | | | process. Stage | | +| | | | 3: Once setup | | +| | | | with Contoso on | | +| | | | ABM, newly | | +| | | | purchased iOS | | +| | | | devices will be | | +| | | | enrolled in | | +| | | | ABM. When | | +| | | | devices are | | +| | | | first powered | | +| | | | on, they will | | +| | | | be configured | | +| | | | automatically | | +| | | | with the | | +| | | | customer’s | | +| | | | established | | +| | | | settings. What | | +| | | | I Need to Know | | +| | | | ¶ ¶ | | +| | | | Eligibility | | +| | | | Requirements¶ | | +| | | | ¶ CRU | | +| | | | customers with | | +| | | | a FAN are | | +| | | | eligible to | | +| | | | enroll into | | +| | | | Contoso’s ABM | | +| | | | device | | +| | | | enrollment | | +| | | | program. Small | | +| | | | Business | | +| | | | customers in | | +| | | | myContoso, | | +| | | | Signature, Non | | +| | | | FAN-CRUs, and | | +| | | | Consumers are | | +| | | | NOT eligible to | | +| | | | enroll into | | +| | | | DEP. Customers | | +| | | | must have an | | +| | | | Apple | | +| | | | Organization ID | | +| | | | issued from the | | +| | | | ABM portal. | | +| | | | Customer has to | | +| | | | have either | | +| | | | “Web References | | +| | | | enabled” or | | +| | | | sign a contract | | +| | | | agreement for | | +| | | | the ABM terms | | +| | | | and conditions | | +| | | | to enroll | | +| | | | through Contoso. | | +| | | | The chart below | | +| | | | outlines which | | +| | | | Apple devices | | +| | | | are eligible to | | +| | | | enroll into ABM | | +| | | | through Contoso. | | +| | | | Chart ¶ ¶ | | +| | | | Device | | +| | | | Eligibility | | +| | | | Device Details | | +| | | | Eligible ¶ | | +| | | | CRU Apple | | +| | | | iPhones and | | +| | | | iPads (referred | | +| | | | to as "Apple | | +| | | | devices")New | | +| | | | Apple devices | | +| | | | purchased via | | +| | | | Premier, OPUS | | +| | | | ordersNew Apple | | +| | | | devices | | +| | | | purchased at | | +| | | | Retail | | +| | | | locations.New | | +| | | | Apple devices | | +| | | | purchased as | | +| | | | Buy Online Pick | | +| | | | Up In Store (BO | | +| | | | PIS).Existing | | +| | | | Apple devices | | +| | | | purchased | | +| | | | within 24 | | +| | | | months prior to | | +| | | | enrollment in | | +| | | | Contoso’s ABM | | +| | | | program, know | | +| | | | as "Lookback."¶ | | +| | | | ¶ Note: | | +| | | | Devices | | +| | | | purchased in | | +| | | | Contoso Retail | | +| | | | (BOPIS | | +| | | | included) will | | +| | | | take up to 48 | | +| | | | hours for ABM | | +| | | | enrollment. See | | +| | | | troubleshooting | | +| | | | section for | | +| | | | help.¶ Not | | +| | | | Eligible ¶ | | +| | | | SIG, certified | | +| | | | like-new, and | | +| | | | refurbished | | +| | | | devicesOther | | +| | | | iOS devices, | | +| | | | such as iOS | | +| | | | wearable | | +| | | | devices, Mac or | | +| | | | Apple | | +| | | | TV’sApple- | | +| | | | branded | | +| | | | iPhones, iPads | | +| | | | and other iOS | | +| | | | devices | | +| | | | provided | | +| | | | through 3rd | | +| | | | party warranty | | +| | | | or insurance co | | +| | | | mpaniesBYOD/COA | | +| | | | M Apple devices | | +| | | | Enterprise On | | +| | | | DemandABM | | +| | | | international | | +| | | | enrollment¶ | | +| | | | back to top¶ ¶ | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know¶ ¶ | | +| | | | Customer signs | | +| | | | up for ABM with | | +| | | | Apple:¶ ¶ For | | +| | | | initial | | +| | | | information the | | +| | | | customer can | | +| | | | learn about ABM | | +| | | | by going to | | +| | | | Apple at Work. | | +| | | | The customer | | +| | | | goes to https:/ | | +| | | | /business.apple | | +| | | | .com/#enrollmen | | +| | | | t to sign up | | +| | | | for ABM with | | +| | | | Apple. Note: | | +| | | | Contoso | | +| | | | representatives | | +| | | | should not be p | | +| | | | articipating/as | | +| | | | sisting a | | +| | | | customer with | | +| | | | ABM sign-up on | | +| | | | the Apple site. | | +| | | | Apple provides | | +| | | | the customer a | | +| | | | unique Apple | | +| | | | Organization ID | | +| | | | after | | +| | | | enrollment. | | +| | | | This | | +| | | | information | | +| | | | will be | | +| | | | required by | | +| | | | Contoso to | | +| | | | complete | | +| | | | enrollment | | +| | | | Note: This is | | +| | | | sometime | | +| | | | referred to as | | +| | | | "ABM Account" | | +| | | | or "Org ID" or | | +| | | | formerly | | +| | | | "Customer DEP | | +| | | | ID." During | | +| | | | setup on the | | +| | | | Apple site, the | | +| | | | customer must | | +| | | | add Contoso as a | | +| | | | Reseller on | | +| | | | their ABM | | +| | | | account to | | +| | | | authorize Contoso | | +| | | | to submit their | | +| | | | Contoso device | | +| | | | information. | | +| | | | (Contoso Reseller | | +| | | | ID: 722D390) | | +| | | | Customer adds | | +| | | | their Mobile | | +| | | | Device | | +| | | | Management | | +| | | | (MDM) Server | | +| | | | information on | | +| | | | their ABM | | +| | | | portal. The | | +| | | | Customer then | | +| | | | contacts their | | +| | | | Contoso seller to | | +| | | | enroll in ABM | | +| | | | with Contoso. ABM | | +| | | | On-Boarding | | +| | | | Process ¶ | | +| | | | Step On- | | +| | | | Boarding | | +| | | | Process ¶ | | +| | | | Contoso seller/rep | | +| | | | verifies if the | | +| | | | customer has | | +| | | | "web-references | | +| | | | enabled" | | +| | | | through FAST or | | +| | | | ROME.¶ ¶ If | | +| | | | enabled, | | +| | | | proceed to the | | +| | | | Step 2.If not | | +| | | | enabled, the | | +| | | | seller must | | +| | | | first engage | | +| | | | the Customer | | +| | | | Mobility | | +| | | | Contract Team | | +| | | | to have the | | +| | | | customer sign a | | +| | | | legal agreement | | +| | | | for ABM terms | | +| | | | and | | +| | | | conditions.¶ ¶ | | +| | | | BCS Rep or | | +| | | | Sales Account | | +| | | | Team emails the | | +| | | | ABM Customer | | +| | | | Instructions | | +| | | | and Participant | | +| | | | Request Form to | | +| | | | the customer. | | +| | | | Use Emailable | | +| | | | Customer | | +| | | | Forms.¶ ¶ Set | | +| | | | expectations:¶ | | +| | | | ¶ Ensure the | | +| | | | requestor is | | +| | | | listed in | | +| | | | Contoso's account | | +| | | | profile as | | +| | | | "primary" or | | +| | | | "day-to-day" | | +| | | | contact; | | +| | | | otherwise the | | +| | | | request will be | | +| | | | rejected by the | | +| | | | profiles | | +| | | | team.Confirm | | +| | | | the customer's | | +| | | | email | | +| | | | address.Inform | | +| | | | the customer | | +| | | | they must | | +| | | | complete the | | +| | | | form and submit | | +| | | | it with 2 | | +| | | | required | | +| | | | screenshots | | +| | | | from their ABM | | +| | | | portal:¶ | | +| | | | Source: | | +| | | | Content: ¶ | | +| | | | FAQ¶ ¶ Who is | | +| | | | eligible?¶ | | +| | | | Only Business | | +| | | | customers | | +| | | | placing CRU | | +| | | | orders for | | +| | | | Apple iPhones | | +| | | | and iPads are | | +| | | | eligible for | | +| | | | ABM enrollment | | +| | | | through Contoso.¶ | | +| | | | ¶ How do CRUs | | +| | | | enroll in the | | +| | | | Apple ABM?¶ | | +| | | | Eligible | | +| | | | customers must | | +| | | | first enroll | | +| | | | with Apple at h | | +| | | | ttps://business | | +| | | | .apple.com/#enr | | +| | | | ollment. If | | +| | | | customers have | | +| | | | already | | +| | | | enrolled with | | +| | | | Apple and are | | +| | | | inquiring about | | +| | | | the Contoso | | +| | | | reseller ID, | | +| | | | refer to the | | +| | | | on-boarding | | +| | | | procedures | | +| | | | above.¶ ¶ How | | +| | | | much does the | | +| | | | program cost?¶ | | +| | | | This is a free | | +| | | | service offered | | +| | | | by Apple and | | +| | | | Contoso. Refer to | | +| | | | Apple at Work | | +| | | | or Contoso Apple | | +| | | | Business | | +| | | | Manager for | | +| | | | more | | +| | | | information.¶ | | +| | | | ¶ Who should | | +| | | | customers call | | +| | | | if they have | | +| | | | questions about | | +| | | | the Apple ABM | | +| | | | portal?¶ Refer | | +| | | | customers to | | +| | | | Apple Business | | +| | | | Manager User | | +| | | | Guide.¶ ¶ Can | | +| | | | the customer | | +| | | | have multiple | | +| | | | enrollment IDs | | +| | | | associated with | | +| | | | their FAN?¶ | | +| | | | No. They can | | +| | | | have only one | | +| | | | enrollment ID.¶ | | +| | | | ¶ What if the | | +| | | | customer wants | | +| | | | to cancel their | | +| | | | enrollment in | | +| | | | the program?¶ | | +| | | | A FAN profile | | +| | | | update request | | +| | | | would need to | | +| | | | be submitted | | +| | | | requesting | | +| | | | removal of the | | +| | | | "Apple DEP" | | +| | | | indicator and | | +| | | | ABM | | +| | | | Organization | | +| | | | ID.¶ ¶ back | | +| | | | to top Source: | | +| | | | Content: | | +| | | | Escalation | | +| | | | Process.¶ ¶ | | +| | | | Need an Apple | | +| | | | Organization ID | | +| | | | ¶ Explain to | | +| | | | the customer | | +| | | | how to look up | | +| | | | their | | +| | | | Organization ID | | +| | | | through their | | +| | | | ABM portal: | | +| | | | Settings / | | +| | | | Enrollment | | +| | | | Information / | | +| | | | Organization | | +| | | | Info.If they | | +| | | | have not | | +| | | | enrolled in ABM | | +| | | | through Apple, | | +| | | | provide the | | +| | | | following link | | +| | | | to sign up for | | +| | | | ABM with Apple: | | +| | | | https://busines | | +| | | | s.apple.com/#en | | +| | | | rollment¶ | | +| | | | Place order | | +| | | | after ABM on- | | +| | | | boarding | | +| | | | process ¶ Let | | +| | | | the customer | | +| | | | know that once | | +| | | | the customer | | +| | | | has received | | +| | | | the "Congratula | | +| | | | tions" email | | +| | | | from Contoso, the | | +| | | | on-boarding | | +| | | | process is | | +| | | | complete. The | | +| | | | customer can | | +| | | | place a test | | +| | | | order to | | +| | | | validate | | +| | | | everything is | | +| | | | set up | | +| | | | correctly when | | +| | | | they can see | | +| | | | their new | | +| | | | devices on | | +| | | | their ABM | | +| | | | portal. (This | | +| | | | is optional.) | | +| | | | Otherwise, they | | +| | | | can place a | | +| | | | normal order | | +| | | | and follow the | | +| | | | same steps.¶ | | +| | | | Submit | | +| | | | Participant | | +| | | | Request form ¶ | | +| | | | Email a copy of | | +| | | | the Customer | | +| | | | Instructions | | +| | | | and Participant | | +| | | | Request Form to | | +| | | | the customer. | | +| | | | Use Emailable | | +| | | | Customer | | +| | | | Forms.Tell the | | +| | | | customer that | | +| | | | the form | | +| | | | contains | | +| | | | directions for | | +| | | | filling it out, | | +| | | | where to email | | +| | | | the completed | | +| | | | form and the | | +| | | | required | | +| | | | screenshots and | | +| | | | other | | +| | | | documents.The | | +| | | | email must be | | +| | | | submitted by an | | +| | | | authorized | | +| | | | "primary" or | | +| | | | "day to day" | | +| | | | contact and | | +| | | | must be sent | | +| | | | from the | | +| | | | customer’s | | +| | | | business | | +| | | | email.¶ ¶ ¶ | | +| | | | ABM Device | | +| | | | Enrollment | | +| | | | Issues ¶ | | +| | | | Device | | +| | | | Scenarios | | +| | | | Resolution | | +| | | | Apple Error | | +| | | | Submission | | +| | | | Email ¶ Apple | | +| | | | sends an email | | +| | | | to the customer | | +| | | | when the device | | +| | | | enrollment | | +| | | | process fails | | +| | | | between Apple | | +| | | | and Contoso.¶ ¶ | | +| | | | Access Order | | +| | | | Track.Search | | +| | | | for customer by | | +| | | | IMEI or Contoso | | +| | | | Order | | +| | | | Number.Click | | +| | | | the DEP Status | | +| | | | field and take | | +| | | | note of the | | +| | | | error | | +| | | | code.Contact | | +| | | | SSO for | | +| | | | assistance and | | +| | | | give them the | | +| | | | error code.¶ | | +| | | | DEP Error in | | +| | | | Apple DEP | | +| | | | Status Field in | | +| | | | Order Track ¶ | | +| | | | Click the DEP | | +| | | | Status field | | +| | | | and take note | | +| | | | of the error | | +| | | | code.Contact | | +| | | | SSO for | | +| | | | assistance and | | +| | | | give them the | | +| | | | error code.¶ | | +| | | | Device | | +| | | | purchased in | | +| | | | retail but not | | +| | | | enrolled in ABM | | +| | | | ¶ Confirm | | +| | | | customer is | | +| | | | onboarded in | | +| | | | Apple Business | | +| | | | ManagerAsk | | +| | | | customer to | | +| | | | check device | | +| | | | settings to | | +| | | | confirm if they | | +| | | | see the | | +| | | | business | | +| | | | nameFollow the | | +| | | | scenario matrix | | +| | | | below if not | | +| | | | enrolled¶ ¶ | | +| | | | IfThenEnrolled | | +| | | | in ABM and its | | +| | | | been less than | | +| | | | 48 hours from a | | +| | | | ctivation.Advis | | +| | | | e the customer | | +| | | | to wait 48 | | +| | | | hours and then | | +| | | | perform a | | +| | | | factory reset | | +| | | | on their | | +| | | | deviceEnrolled | | +| | | | in ABM and more | | +| | | | than 48 hours | | +| | | | have passed.¶ | | +| | | | Ensure customer | | +| | | | has completed a | | +| | | | factory resetIf | | +| | | | the business | | +| | | | name is not | | +| | | | listed in the | | +| | | | device | | +| | | | settings¶ | | +| | | | Direct the | | +| | | | customer to | | +| | | | their account | | +| | | | team¶ Account | | +| | | | team can engage | | +| | | | the Contoso ABM | | +| | | | admin team for | | +| | | | assistance with | | +| | | | device | | +| | | | enrollment.¶ ¶ | | +| | | | ¶ ¶ ¶ ¶ ¶ | | +| | | | ¶ Enroll | | +| | | | existing Apple | | +| | | | devices | | +| | | | purchased prior | | +| | | | to ABM | | +| | | | enrollment. | | +| | | | Also known as | | +| | | | "Lookback". | | +| | | | Refer the | | +| | | | customer to | | +| | | | their seller to | | +| | | | submit a | | +| | | | "Lookback" | | +| | | | request. How | | +| | | | to use ABM | | +| | | | Portal ¶ | | +| | | | Refer the | | +| | | | customer to | | +| | | | Apple. Here are | | +| | | | two resources:¶ | | +| | | | ¶ Apple | | +| | | | Support Number: | | +| | | | 866.902.7144, | | +| | | | Monday-Friday, | | +| | | | 8:00am-7:00pm | | +| | | | CSTOnline | | +| | | | support: Apple | | +| | | | Business | | +| | | | Manager User | | +| | | | Guide¶ | | +| | | | Incorrect | | +| | | | Organization ID | | +| | | | listed in FaST | | +| | | | ¶ Access Order | | +| | | | Track.Search | | +| | | | for customer by | | +| | | | IMEI or Contoso | | +| | | | Order | | +| | | | Number.Click | | +| | | | the DEP Status | | +| | | | field and take | | +| | | | note of the | | +| | | | error | | +| | | | code.Contact | | +| | | | SSO for | | +| | | | assistance and | | +| | | | give them the | | +| | | | error code.¶ | | +| | | | Newly purchased | | +| | | | Apple device | | +| | | | does not appear | | +| | | | in the ABM | | +| | | | portal ¶ Have | | +| | | | the customer | | +| | | | search in their | | +| | | | ABM portal | | +| | | | using the Apple | | +| | | | order number | | +| | | | provided in the | | +| | | | email from | | +| | | | Apple.Check | | +| | | | FaST, to see if | | +| | | | the | | +| | | | Organization ID | | +| | | | displays on the | | +| | | | DMP and DEP | | +| | | | tab. If it is | | +| | | | missing, | | +| | | | contact | | +| | | | SSO.Check Order | | +| | | | track, to view | | +| | | | the DEP status | | +| | | | field. If it is | | +| | | | blank or has an | | +| | | | error code, | | +| | | | contact SSO.¶ | | +| | | | MDM | | +| | | | configuration | | +| | | | issues with | | +| | | | device ¶ | | +| | | | Inform the | | +| | | | customer to | | +| | | | restore the | | +| | | | device to | | +| | | | factory | | +| | | | settings, which | | +| | | | then activates | | +| | | | the devices | | +| | | | with the MDM | | +| | | | profile | | +| | | | configuration.¶ | | +| | | | ¶ To restore: | | +| | | | Go to Settings | | +| | | | > General > | | +| | | | Reset > Erase | | +| | | | All Content and | | +| | | | Settings.¶ MDM | | +| | | | server | | +| | | | issues/add MDM | | +| | | | server Refer | | +| | | | Company Admins | | +| | | | who are having | | +| | | | MDM profile | | +| | | | configuration | | +| | | | issues with the | | +| | | | MDM server to | | +| | | | Add MDM | | +| | | | Servers. | | +| | | | Searching in | | +| | | | the ABM portal | | +| | | | ¶ Inform the | | +| | | | customer to use | | +| | | | the Apple order | | +| | | | number to | | +| | | | search for | | +| | | | newly purchased | | +| | | | Apple | | +| | | | device(s).¶ ¶ | | +| | | | Note: The Contoso | | +| | | | order number | | +| | | | may not bring | | +| | | | up their | | +| | | | ordered | | +| | | | device(s).¶ | | +| | | | back to top¶ | | +| | | | Source: | | +| | | | Content: Contoso | | +| | | | Mobile Business | | +| | | | (AMB) Agreement | | +| | | | AMB Agreements | | +| | | | extend | | +| | | | additional | | +| | | | savings to meet | | +| | | | the unique | | +| | | | needs of small | | +| | | | business | | +| | | | customers. | | +| | | | Leverage small | | +| | | | business | | +| | | | pricing on | | +| | | | Contoso's wireless | | +| | | | plans, | | +| | | | equipment, and | | +| | | | services with | | +| | | | an Contoso Mobile | | +| | | | Business | | +| | | | Agreement. | | +| | | | Benefits | | +| | | | include: | | +| | | | Monthly | | +| | | | recurring | | +| | | | discounts on | | +| | | | qualifying | | +| | | | services. | | +| | | | Activation fees | | +| | | | are | | +| | | | automatically | | +| | | | waived by the | | +| | | | system for new | | +| | | | CRU lines. | | +| | | | Dedicated | | +| | | | account | | +| | | | management for | | +| | | | authorized | | +| | | | order placers | | +| | | | (AOPs). Support | | +| | | | is available | | +| | | | 24/7. Setting | | +| | | | Expectations | | | +| | | | Procedures | | | +| | | | Business Rules | | +| | | | | | | +| | | | Troubleshooting | | +| | | | Here's How it | | +| | | | Works | | +| | | | Eligibility | | +| | | | Available to | | +| | | | Businesses with | | +| | | | 1-99 employees. | | +| | | | Must maintain | | +| | | | at least 1 | | +| | | | active CRU | | +| | | | account during | | +| | | | the entire two- | | +| | | | year term of | | +| | | | agreement. | | +| | | | Minimum of 5 | | +| | | | end-user lines | | +| | | | on qualifying | | +| | | | rate plans | | +| | | | meeting the $30 | | +| | | | or higher | | +| | | | monthly | | +| | | | recurring | | +| | | | charge (MRC) | | +| | | | requirement. | | +| | | | Discounts To | | +| | | | qualify for the | | +| | | | 8% discount, | | +| | | | customers must | | +| | | | meet the | | +| | | | agreement | | +| | | | requirements. | | +| | | | Service | | +| | | | Discounting | | +| | | | does not begin | | +| | | | until the | | +| | | | minimum number | | +| | | | of users is | | +| | | | added. Service | | +| | | | discount | | +| | | | follows a | | +| | | | tiered service | | +| | | | discount | | +| | | | structure: | | +| | | | 1-4 lines = 0% | | +| | | | (Standard) 5+ | | +| | | | lines = 8% | | +| | | | (Standard) | | +| | | | Compatible with | | +| | | | all other | | +| | | | offers for | | +| | | | which the | | +| | | | customer | | +| | | | qualifies. | | +| | | | Back to Top | | +| | | | Business Rules | | +| | | | An | | +| | | | authorization | | +| | | | note is not | | +| | | | required. | | +| | | | Exception: If | | +| | | | the line is | | +| | | | moving from an | | +| | | | existing CRU | | +| | | | account | | +| | | | (different | | +| | | | parent | | +| | | | company), the | | +| | | | existing BAN | | +| | | | must have an | | +| | | | authorization | | +| | | | note stating: | | +| | | | the AOP has | | +| | | | granted | | +| | | | permission to | | +| | | | release [enter | | +| | | | CTN(s)] to a | | +| | | | new liability. | | +| | | | Customers must | | +| | | | approve the | | +| | | | two-year AMB | | +| | | | agreement Terms | | +| | | | & Conditions | | +| | | | however, new | | +| | | | individual CRU | | +| | | | end-users have | | +| | | | the option to | | +| | | | select a zero-, | | +| | | | one-, or two- | | +| | | | year individual | | +| | | | line commitment | | +| | | | based on | | +| | | | discounted | | +| | | | Small Business | | +| | | | equipment | | +| | | | pricing. The | | +| | | | remaining | | +| | | | balance of the | | +| | | | installment | | +| | | | plan on the CTN | | +| | | | transfers to | | +| | | | the new | | +| | | | account. | | +| | | | Assisting | | +| | | | Customers in | | +| | | | Contoso Retail: | | +| | | | After verifying | | +| | | | their business, | | +| | | | BME creates the | | +| | | | new AMB if the | | +| | | | customer is | | +| | | | calling from | | +| | | | the store. | | +| | | | Retail agent | | +| | | | places a note | | +| | | | on the account | | +| | | | that the | | +| | | | business was | | +| | | | verified. If | | +| | | | the account is | | +| | | | not noted, | | +| | | | advise the | | +| | | | customer that | | +| | | | the account | | +| | | | must be noted | | +| | | | before you can | | +| | | | proceed. | | +| | | | If a tentative | | +| | | | BAN has already | | +| | | | been created by | | +| | | | Contoso Retail, | | +| | | | and the | | +| | | | customer needs | | +| | | | to complete a T | | +| | | | oBR/enrollment, | | +| | | | assist | | +| | | | following | | +| | | | standard | | +| | | | procedures. It | | +| | | | is preferred | | +| | | | (but not | | +| | | | required) for | | +| | | | the customer to | | +| | | | be in the store | | +| | | | when the | | +| | | | customer calls | | +| | | | back to | | +| | | | complete the | | +| | | | move to new AMB | | +| | | | process. BME | | +| | | | sets the | | +| | | | expectation | | +| | | | that the | | +| | | | customer calls | | +| | | | back from the | | +| | | | Contoso Retail | | +| | | | store to | | +| | | | complete the | | +| | | | request. Back | | +| | | | to Top Set | | +| | | | Expectations | | +| | | | AMB contract | | +| | | | terms & | | +| | | | conditions must | | +| | | | be accepted via | | +| | | | a secure site | | +| | | | and link | | +| | | | provided in an | | +| | | | email.  | | +| | | | Customers can | | +| | | | access | | +| | | | att.com/amb to | | +| | | | view the | | +| | | | general terms & | | +| | | | conditions, | | +| | | | qualified | | +| | | | plans, and | | +| | | | iPhone | | +| | | | information. | | +| | | | $36 Start of | | +| | | | Service Fee is | | +| | | | waived for new | | +| | | | service. | | +| | | | Discounting | | +| | | | begins once the | | +| | | | minimum | | +| | | | eligibility | | +| | | | requirements | | +| | | | are met: 5 end- | | +| | | | user lines with | | +| | | | at least 1 of | | +| | | | them being a | | +| | | | CRU. | | +| | | | Customer's are | | +| | | | responsible for | | +| | | | any applicable | | +| | | | ETFs. The ETFs | | +| | | | apply to the | | +| | | | individual line | | +| | | | commitments, | | +| | | | not to the | | +| | | | overall AMB | | +| | | | agreement. | | +| | | | When moving | | +| | | | from an | | +| | | | existing | | +| | | | account to an | | +| | | | AMB account, no | | +| | | | transfers of | | +| | | | any charges, | | +| | | | discounts, or | | +| | | | credits from | | +| | | | the originating | | +| | | | account to the | | +| | | | new account are | | +| | | | allowed. Contoso | | +| | | | invoices & | | +| | | | payments can be | | +| | | | viewed/made via | | +| | | | Premier eBill. | | +| | | | Monthly bill | | +| | | | data displays | | +| | | | 12 days after | | +| | | | the bill cycle | | +| | | | date. Premier | | +| | | | eBill stores up | | +| | | | to 16 months of | | +| | | | voice and data | | +| | | | detail. Back | | +| | | | to Top | | +| | | | Procedures | | +| | | | Complete the | | +| | | | New Business | | +| | | | Fraud | | +| | | | Verification | | +| | | | Process. | | +| | | | See Fraud | | +| | | | Verification | | +| | | | Process for | | +| | | | Add-A-Line & | | +| | | | New Mobility | | +| | | | Customers - | | +| | | | BCSS. ​​​​ | | +| | | | Complete the | | +| | | | credit | | +| | | | evaluation. | | +| | | | Suggested | | +| | | | verbiage: | | +| | | | Mr./Ms. | | +| | | | [Customer | | +| | | | Name], the | | +| | | | system performs | | +| | | | a credit | | +| | | | evaluation | | +| | | | which includes | | +| | | | a review of | | +| | | | your history | | +| | | | with Contoso | | +| | | | companies. Is | | +| | | | that OK? | | +| | | | Gather all the | | +| | | | necessary | | +| | | | details. | | +| | | | Billing Address | | +| | | | Rules: | | +| | | | Applicant's | | +| | | | address must be | | +| | | | within the U.S. | | +| | | | or the U.S. | | +| | | | territories. | | +| | | | Applicant may | | +| | | | provide a | | +| | | | company billing | | +| | | | address | | +| | | | including | | +| | | | designators | | +| | | | (for example, | | +| | | | Accounts | | +| | | | Payable or | | +| | | | Accounting as | | +| | | | the suite or | | +| | | | floor number). | | +| | | | Source: | | +| | | | Content: Apple | | +| | | | Organization ID | | +| | | | screenshot: can | | +| | | | be found via | | +| | | | Settings / | | +| | | | Enrollment | | +| | | | Information / | | +| | | | Organization | | +| | | | InfoContoso | | +| | | | Reseller ID | | +| | | | screenshot: can | | +| | | | be found via | | +| | | | Settings / | | +| | | | Device | | +| | | | Management | | +| | | | Settings / | | +| | | | Customer | | +| | | | Numbers / Edit¶ | | +| | | | Form must come | | +| | | | from the | | +| | | | customer's | | +| | | | email domain | | +| | | | (for example, j | | +| | | | ohnsmith@xyzcom | | +| | | | pany.com).Custo | | +| | | | mer may receive | | +| | | | a rejection | | +| | | | email if it is | | +| | | | not submitted | | +| | | | by an | | +| | | | authorized | | +| | | | requestor, from | | +| | | | the customer’s | | +| | | | company email, | | +| | | | form is | | +| | | | incomplete | | +| | | | and/or the | | +| | | | screenshots are | | +| | | | not included.Ot | | +| | | | herwise, the | | +| | | | customer will | | +| | | | receive a | | +| | | | confirmation | | +| | | | email within | | +| | | | 3-5 business | | +| | | | days of | | +| | | | submitting the | | +| | | | form.¶ ¶ | | +| | | | Customer emails | | +| | | | completed form | | +| | | | and required | | +| | | | screenshots to: | | +| | | | AppleDEPprofile | | +| | | | @amcustomercare | | +| | | | .att-mail.com¶ | | +| | | | ¶ Note: The | | +| | | | Profile Team | | +| | | | has a special | | +| | | | mailbox for ABM | | +| | | | enrollment.¶ ¶ | | +| | | | Profile Team | | +| | | | sends the | | +| | | | customer a | | +| | | | confirmation | | +| | | | email within | | +| | | | 3-5 business | | +| | | | days of getting | | +| | | | the customer's | | +| | | | email. Or, the | | +| | | | Profile team | | +| | | | will contact | | +| | | | the customer | | +| | | | for additional | | +| | | | information.¶ | | +| | | | ¶ Note: A case | | +| | | | # will be | | +| | | | assigned to | | +| | | | track | | +| | | | communications | | +| | | | with the | | +| | | | customer. The | | +| | | | email provides | | +| | | | an estimated | | +| | | | on-boarding | | +| | | | date for the | | +| | | | Device | | +| | | | Enrollment | | +| | | | Enablement | | +| | | | Program.¶ ¶ ( | | +| | | | Optional)Custom | | +| | | | er requests a | | +| | | | "Lookback" to | | +| | | | enroll their | | +| | | | existing Apple | | +| | | | devices. This | | +| | | | enables the | | +| | | | enrollment of | | +| | | | their existing | | +| | | | inventory of | | +| | | | eligible Apple | | +| | | | iPhone and iPad | | +| | | | devices, which | | +| | | | were purchased | | +| | | | from Contoso | | +| | | | within the past | | +| | | | 24 months.¶ ¶ | | +| | | | The customer | | +| | | | informs their | | +| | | | seller they | | +| | | | have received | | +| | | | confirmation of | | +| | | | ABM enrollment | | +| | | | from Contoso and | | +| | | | requests their | | +| | | | lookback | | +| | | | processed.The | | +| | | | seller first | | +| | | | verifies | | +| | | | completion of | | +| | | | customer's ABM | | +| | | | enrollment by | | +| | | | checking in | | +| | | | FAST that the | | +| | | | DMP & DEP tab | | +| | | | has "Apple DEP" | | +| | | | indicated with | | +| | | | "Active" status | | +| | | | and the correct | | +| | | | ABM | | +| | | | Organization | | +| | | | ID.The seller | | +| | | | then completes | | +| | | | the Apple | | +| | | | Business | | +| | | | Manager | | +| | | | Lookback | | +| | | | Request.¶ | | +| | | | Customer places | | +| | | | an order of | | +| | | | Apple devices, | | +| | | | which begins | | +| | | | automatic | | +| | | | enrollment of | | +| | | | newly purchased | | +| | | | Apple devices. | | +| | | | They can use | | +| | | | BAU ordering | | +| | | | methods: | | +| | | | National | | +| | | | Business | | +| | | | Solution Center | | +| | | | (NBSC), | | +| | | | Premier, or the | | +| | | | Sales Account | | +| | | | Team. Customer | | +| | | | verifies they | | +| | | | can view the | | +| | | | ordered devices | | +| | | | in their ABM | | +| | | | portal.¶ | | +| | | | Viewed Order De | | +| | | | vicesDetailsYes | | +| | | | On-boarding | | +| | | | process is | | +| | | | complete. | | +| | | | Customer can | | +| | | | order more | | +| | | | Apple devices, | | +| | | | as | | +| | | | needed.NoRefer | | +| | | | customer to | | +| | | | Sales Account | | +| | | | Team or | | +| | | | Customer Care | | +| | | | at 800.331.0500 | | +| | | | for assistance. | | +| | | | Note: A seller | | +| | | | can submit a | | +| | | | request to the | | +| | | | Contoso_ABM_DEP- | | +| | | | Admin to | | +| | | | inquire about | | +| | | | the issue, if | | +| | | | the customer | | +| | | | reaches out to | | +| | | | the seller for | | +| | | | support.¶ back | | +| | | | to top¶ ¶ Tro | | +| | | | ubleshooting¶ | | +| | | | ¶ Refer to the | | +| | | | below tables to | | +| | | | resolve ABM- | | +| | | | related | | +| | | | issues.¶ ¶ ¶ | | +| | | | ABM Customer | | +| | | | Enrollment | | +| | | | Issues ¶ | | +| | | | Customer | | +| | | | Scenarios | | +| | | | Resolutions | | +| | | | Add Contoso | | +| | | | Reseller ID to | | +| | | | ABM account | | +| | | | Give the | | +| | | | customer Contoso's | | +| | | | Apple Reseller | | +| | | | ID: 722D390. | | +| | | | Confirm the | | +| | | | customer has | | +| | | | entered the ID | | +| | | | correctly to | | +| | | | reduce delays | | +| | | | or enrollment | | +| | | | issues. "Apple | | +| | | | DEP" indicator | | +| | | | not appearing | | +| | | | in FaST or the | | +| | | | customer's | | +| | | | profile | | +| | | | Confirm | | +| | | | customer sent | | +| | | | in Participant | | +| | | | form. If not, | | +| | | | send out a copy | | +| | | | of the form. If | | +| | | | so, ask | | +| | | | customer to | | +| | | | check for an | | +| | | | email from the | | +| | | | Profiles team | | +| | | | asking for | | +| | | | follow-up | | +| | | | information. | | +| | | | Explain how-to | | +| | | | resolve, using | | +| | | | the Case #. | | +| | | | Cancel | | +| | | | customer's | | +| | | | enrollment in | | +| | | | ABM with Contoso | | +| | | | Submit a FAN | | +| | | | Profile Update | | +| | | | Request to | | +| | | | remove the | | +| | | | "Apple DEP" | | +| | | | indicator and | | +| | | | Apple | | +| | | | Organization | | +| | | | ID. Inform the | | +| | | | customer their | | +| | | | devices will | | +| | | | continue to be | | +| | | | enrolled in | | +| | | | ABM; they can | | +| | | | manage them | | +| | | | through the ABM | | +| | | | portal. Enroll | | +| | | | in ABM through | | +| | | | Apple ¶ Give | | +| | | | customer the | | +| | | | Apple DEP | | +| | | | portal link: ht | | +| | | | tps://business. | | +| | | | apple.com/#enro | | +| | | | llmentto sign | | +| | | | up for ABM with | | +| | | | Apple.Tell | | +| | | | customer to add | | +| | | | Contoso as a | | +| | | | reseller when | | +| | | | they enroll. | | +| | | | Reseller ID: | | +| | | | 722D390.¶ Help | | +| | | | with ABM on- | | +| | | | boarding | | +| | | | process Check | | +| | | | FaST to see if | | +| | | | the "Apple DEP" | | +| | | | indicator was | | +| | | | added.¶ ABM | | +| | | | Org | | +| | | | IDDetailsAdded¶ | | +| | | | If added, | | +| | | | verify the | | +| | | | customer’s | | +| | | | Apple | | +| | | | Organization | | +| | | | ID:¶ ¶ If | | +| | | | correct:¶ ¶ | | +| | | | Inform customer | | +| | | | to place an | | +| | | | order of Apple | | +| | | | devices.Have | | +| | | | the customer | | +| | | | verify they can | | +| | | | view the | | +| | | | ordered devices | | +| | | | in their ABM | | +| | | | portal. If not, | | +| | | | refer them to | | +| | | | their seller to | | +| | | | reach out to | | +| | | | Contoso-ABM-DEP- | | +| | | | Admin.¶ If not | | +| | | | correct, | | +| | | | contact SSO to | | +| | | | fix it.¶ Not | | +| | | | Added¶ If not | | +| | | | added, confirm | | +| | | | they submitted | | +| | | | a Participant | | +| | | | Request form. | | +| | | | Use Emailable | | +| | | | Customer | | +| | | | Forms.If form | | +| | | | was sent, | | +| | | | engage Team | | +| | | | Manager. | | +| | | | Managers should | | +| | | | follow the NSC | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 21 | How can | To add or | Content: What's | 10 | +| | business | remove the | New:In December | | +| | customers | Contoso | 2022 Contoso began | | +| | add/remove | Business Int | notifying | | +| | the Contoso | ernational | Business | | +| | Business Int | Calling | International | | +| | ernational | package, | Calling feature | | +| | Calling | business | customers by | | +| | package? | customers | email of | | +| | | can contact | upcoming | | +| | | Contoso | updates | | +| | | customer | effective | | +| | | service or | February 1st, | | +| | | log in to | 2023.  Updates: | | +| | | their | Per-minute | | +| | | account on | rates for calls | | +| | | att.com. | to over 70 | | +| | | (Source: | countries will | | +| | | context) | decrease. Per- | | +| | | | minute rate for | | +| | | | calls to | | +| | | | Nigeria will | | +| | | | increase to | | +| | | | $0.25/min. | | +| | | | Monthly | | +| | | | recurring | | +| | | | charge for the | | +| | | | feature will | | +| | | | increase from | | +| | | | $7.50/mo. to | | +| | | | $15/mo. per | | +| | | | line. In | | +| | | | addition, | | +| | | | starting | | +| | | | January 1, | | +| | | | 2023, Contoso is | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | Bill Message:Im | | +| | | | portant notice | | +| | | | about Contoso | | +| | | | Business | | +| | | | International | | +| | | | CallingStarting | | +| | | | in February | | +| | | | 2023, Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling per- | | +| | | | minute rates | | +| | | | will decrease | | +| | | | for calls to | | +| | | | over 70 | | +| | | | countries and | | +| | | | increase to | | +| | | | $0.25/minute | | +| | | | for calls to | | +| | | | Nigeria. In | | +| | | | addition, the | | +| | | | monthly | | +| | | | recurring | | +| | | | charge will | | +| | | | increase to | | +| | | | $15/month per | | +| | | | line. You will | | +| | | | see these new | | +| | | | rates in 1-2 | | +| | | | bills. For | | +| | | | current feature | | +| | | | information, go | | +| | | | to att.com/bizi | | +| | | | ntlcalling. | | +| | | | Para obtener | | +| | | | mas información | | +| | | | en español | | +| | | | sobre este | | +| | | | aumento de | | +| | | | precio puede | | +| | | | comunicarse al | | +| | | | 1-800-331-0500. | | +| | | | To see the | | +| | | | current Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling rates | | +| | | | by country, go | | +| | | | to att.com/intl | | +| | | | calling (at the | | +| | | | “See eligible | | +| | | | countries and | | +| | | | rates” link.) | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling is an | | +| | | | international | | +| | | | long distance | | +| | | | calling package | | +| | | | that helps keep | | +| | | | a customer’s | | +| | | | employees | | +| | | | connected when | | +| | | | calling from | | +| | | | the U.S., | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands to | | +| | | | their | | +| | | | colleagues and | | +| | | | customers | | +| | | | located abroad | | +| | | | in over 225 | | +| | | | countries. | | +| | | | Qualifying | | +| | | | Questions | | | +| | | | Procedures | | | +| | | | Set | | +| | | | Expectations | | | +| | | | FAQ Feature | | +| | | | Details MRC - | | +| | | | $15/mo. per | | +| | | | line SOC - | | +| | | | ILDBWCADV | | +| | | | Unlimited | | +| | | | calling* from | | +| | | | the U.S. to | | +| | | | over 80 | | +| | | | countries | | +| | | | (rated at | | +| | | | $0/minute). | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | additional | | +| | | | countries. For | | +| | | | details on | | +| | | | available | | +| | | | countries and | | +| | | | rates, visit ht | | +| | | | tp://att.com/in | | +| | | | ternationalcall | | +| | | | ing. (at the | | +| | | | "See eligible | | +| | | | countries and | | +| | | | rates" link) | | +| | | | Incompatible | | +| | | | with: | | +| | | | ICR – Call | | +| | | | restriction SOC | | +| | | | ICR1– Call | | +| | | | restriction SOC | | +| | | | ICR2– Call | | +| | | | restriction SOC | | +| | | | ILDWCADV – Contoso | | +| | | | International | | +| | | | Calling ILNYDR | | +| | | | – Contoso | | +| | | | Dominican | | +| | | | Republic | | +| | | | ZZNOILD – ILD | | +| | | | restriction SOC | | +| | | | ZZNOILD2 – ILD | | +| | | | restriction SOC | | +| | | | (formerly | | +| | | | ZZNOILD) | | +| | | | *Unlimited | | +| | | | calling | | +| | | | requires a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | unlimited | | +| | | | domestic | | +| | | | calling. If the | | +| | | | customer has a | | +| | | | domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. For | | +| | | | more | | +| | | | information on | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling, click | | +| | | | here. | | +| | | | Qualifying | | +| | | | Questions How | | +| | | | often do you | | +| | | | call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | Which countries | | +| | | | do you call? | | +| | | | How many of | | +| | | | your vendors, | | +| | | | customers or | | +| | | | colleagues live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your business | | +| | | | frequently | | +| | | | require you to | | +| | | | call another | | +| | | | country? | | +| | | | Procedures | | +| | | | Check | | +| | | | eligibility | | +| | | | (see ILD | | +| | | | Dialing | | +| | | | Eligibility in | | +| | | | Related Links). | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Provision the | | +| | | | feature in | | +| | | | OPUS. Set | | +| | | | Expectations | | +| | | | Explain what's | | +| | | | included or | | +| | | | covered. | | +| | | | Effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Explain | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. If | | +| | | | the customer | | +| | | | has a domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. | | +| | | | Source: | | +| | | | Content: If the | | +| | | | customer has | | +| | | | the appropriate | | +| | | | feature for | | +| | | | International | | +| | | | LD Dialing, are | | +| | | | no restrictions | | +| | | | in TORCH, and | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing see | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS and review | | +| | | | subtopics such | | +| | | | as Country | | +| | | | Codes and | | +| | | | Dialing Interna | | +| | | | tionally.  If | | +| | | | you have | | +| | | | exhausted all | | +| | | | troubleshooting | | +| | | | steps and the | | +| | | | customer is | | +| | | | still unable to | | +| | | | dial long | | +| | | | distance intern | | +| | | | ationally, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS If the | | +| | | | customer has | | +| | | | OfficeDirect | | +| | | | and cannot dial | | +| | | | long distance i | | +| | | | nternationally, | | +| | | | transfer the | | +| | | | caller to BM | | +| | | | IoT. Back to | | +| | | | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: | | +| | | | 2 BCSS | | +| | | | representatives | | +| | | | are required to | | +| | | | fully discuss | | +| | | | and provision | | +| | | | all | | +| | | | international | | +| | | | features and | | +| | | | rate plan adds | | +| | | | and changes. | | +| | | | Voice: | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired).  | | +| | | | Messaging: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages.  | | +| | | | Only offer | | +| | | | currently | | +| | | | available | | +| | | | features.  | | +| | | | 3 Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See  | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso Wo | | +| | | | rld: www.att.co | | +| | | | m/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Long Distance | | +| | | | Review the | | +| | | | Country Code | | +| | | | and the correct | | +| | | | dialing | | +| | | | patterns for | | +| | | | the countries | | +| | | | the customer is | | +| | | | calling. | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | From the U.S. - | | +| | | | International | | +| | | | LD Messaging | | +| | | | feature | | +| | | | Sending - | | +| | | | International | | +| | | | text messages | | +| | | | sent from the | | +| | | | U.S. do not | | +| | | | draw from a | | +| | | | customer's | | +| | | | domestic | | +| | | | messaging plan: | | +| | | | After included | | +| | | | international | | +| | | | messages are | | +| | | | exceeded, | | +| | | | billing is as | | +| | | | follows: | | +| | | | Text - $0.25 | | +| | | | per message  | | +| | | | Picture/Video - | | +| | | | $0.50  | | +| | | | Receiving - | | +| | | | Messages | | +| | | | received from | | +| | | | an | | +| | | | international | | +| | | | number are | | +| | | | billed at the | | +| | | | domestic PPU | | +| | | | rate or | | +| | | | deducted from | | +| | | | the domestic | | +| | | | messaging | | +| | | | package.  | | +| | | | 4 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see OPUS Hub | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international  | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if the | | +| | | | feature was | | +| | | | provisioned | | +| | | | correctly: | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | feature: ◦In | | +| | | | the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - Class | | +| | | | of Service | | +| | | | Restrictions | | +| | | | section: | | +| | | | Outbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Inbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Clarify and | | +| | | | confirm that | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing and | | +| | | | not with | | +| | | | domestic | | +| | | | dialing.  | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Do | Feature | | +| | | | Codes | Selling | | +| | | | Tips | FAQ ¶ ¶ | | +| | | | ¶ Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (formerly known | | +| | | | as World | | +| | | | Connect | | +| | | | Advantage)¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling is a | | +| | | | feature that | | +| | | | can be added to | | +| | | | a postpaid rate | | +| | | | plan. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Unlimited | | +| | | | calling to | | +| | | | Canada and | | +| | | | Mexico (rated | | +| | | | at $0/minute) | | +| | | | Unlimited | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 85 | | +| | | | countries. | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.See | | +| | | | Retired Contoso | | +| | | | World Connect | | +| | | | Value Rates for | | +| | | | additional | | +| | | | support.¶ $15 | | +| | | | per month, per | | +| | | | line. Feature | | +| | | | Code ILDWCADV¶ | | +| | | | See feature | | +| | | | codes for a | | +| | | | list on | | +| | | | incompatible | | +| | | | features.¶ If | | +| | | | a customer's | | +| | | | rate plan | | +| | | | doesn't include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/min) | | +| | | | apply to | | +| | | | international | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance. ¶ ¶ | | +| | | | ¶ World | | +| | | | Connect Value | | +| | | | (retired)¶ | | +| | | | Visit retired | | +| | | | rates for | | +| | | | additional | | +| | | | support.World | | +| | | | Connect Value | | +| | | | (retired) is an | | +| | | | ILD MRC | | +| | | | providing | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to 225 | | +| | | | countries. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Calling from | | +| | | | the U.S. to | | +| | | | Mexico and U.S. | | +| | | | to Canada is $0 | | +| | | | per minute. | | +| | | | Discounted | | +| | | | rates to both | | +| | | | wired and | | +| | | | wireless | | +| | | | numbers in over | | +| | | | 225 countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.¶ | | +| | | | $5 per month, | | +| | | | per line. | | +| | | | Feature Code: | | +| | | | ILWCV2 If the | | +| | | | customer's rate | | +| | | | plan doesn't | | +| | | | include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/minute) | | +| | | | apply to ILD | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance.¶ ¶ | | +| | | | Access to links | | +| | | | on this page is | | +| | | | restricted | | +| | | | based on your | | +| | | | profile.¶ ¶ ¶ | | +| | | | What I Need to | | +| | | | Know ¶ Check | | +| | | | eligibility, | | +| | | | using ILD | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Tell the | | +| | | | customer what | | +| | | | is included or | | +| | | | covered. | | +| | | | Provide the | | +| | | | effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Advise | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. ¶ ¶ | | +| | | | ¶ Feature ¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (ILDWCADV) and | | +| | | | SOC is | | +| | | | incompatible | | +| | | | with:¶ ¶ | | +| | | | World Connect | | +| | | | (ILWC) Contoso | | +| | | | Latin America | | +| | | | Talk and Text | | +| | | | (ILDLATT) Contoso | | +| | | | Latin America | | +| | | | Calling | | +| | | | (ILDLATWHP) | | +| | | | Contoso Dominican | | +| | | | Republic | | +| | | | (ILNYDR) Contoso | | +| | | | Caribbean | | +| | | | Calling (ILCC) | | +| | | | Contoso World | | +| | | | Connect for | | +| | | | Agent Sales | | +| | | | (ILWA) Contoso | | +| | | | World Connect | | +| | | | Value East Asia | | +| | | | and India | | +| | | | (ILWCA) The | | +| | | | SOC is also | | +| | | | incompatible | | +| | | | with the | | +| | | | following call | | +| | | | restriction | | +| | | | codes:¶ ¶ ICR | | +| | | | ICR1 ICR2 | | +| | | | ZZNOILD2 | | +| | | | (formerly | | +| | | | ZZNOILD) ¶ ¶ | | +| | | | ¶ Selling | | +| | | | Tips ¶ | | +| | | | Qualifying | | +| | | | Questions¶ ¶ | | +| | | | How often do | | +| | | | you call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | which | | +| | | | countries? How | | +| | | | many family | | +| | | | members or | | +| | | | friends live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your company's | | +| | | | business | | +| | | | require you | | +| | | | often call | | +| | | | another | | +| | | | country? ¶ ¶ | | +| | | | Source: | | +| | | | Content: iPhone | | +| | | | and most | | +| | | | BlackBerry | | +| | | | smartphones) | | +| | | | When using, you | | +| | | | are charged the | | +| | | | international | | +| | | | data rates.  | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming. | | +| | | | Exception: | | +| | | | Visual | | +| | | | Voicemail with | | +| | | | International | | +| | | | Data plan. If | | +| | | | needed, see | | +| | | | International | | +| | | | Roaming | | +| | | | Voicemail | | +| | | | Instructions | | +| | | | and Charge. | | +| | | | 5 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see | | +| | | | Provisioning | | +| | | | International | | +| | | | Roaming | | +| | | | Features. | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international | | +| | | | roaming | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Provisioning | | +| | | | international | | +| | | | roaming (IR) | | +| | | | features | | +| | | | (voice, | | +| | | | messaging, or | | +| | | | data) on a line | | +| | | | of service | | +| | | | enables | | +| | | | customers to | | +| | | | use voice, | | +| | | | messaging, and | | +| | | | data service, | | +| | | | depending on | | +| | | | their device, | | +| | | | while traveling | | +| | | | abroad. An IR | | +| | | | feature is | | +| | | | required on | | +| | | | each CTN that | | +| | | | plans to travel | | +| | | | internationally | | +| | | | or their | | +| | | | devices will | | +| | | | not work on the | | +| | | | cellular | | +| | | | network. Back | | +| | | | to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if a | | +| | | | feature was | | +| | | | provisioned | | +| | | | properly for | | +| | | | the customer: | | +| | | | Follow the | | +| | | | TORCH | | +| | | | guidelines.  | | +| | | | Provision the | | +| | | | feature, if | | +| | | | needed. If this | | +| | | | does not | | +| | | | resolve the | | +| | | | issue, use | | +| | | | standard | | +| | | | troubleshooting | | +| | | | steps to | | +| | | | determine the | | +| | | | issue (for | | +| | | | example: check | | +| | | | if the device | | +| | | | is | | +| | | | international | | +| | | | capable). If | | +| | | | unable to | | +| | | | provision a | | +| | | | feature: | | +| | | | File an Unable | | +| | | | to Complete | | +| | | | Transaction | | +| | | | Clarify case. | | +| | | | See your | | +| | | | channel's | | +| | | | Clarify case | | +| | | | policy. If the | | +| | | | issue continue, | | +| | | | transfer the | | +| | | | call to BMTS. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | feature only, | | +| | | | in the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice: | | +| | | | International | | +| | | | (INTL).  Data | | +| | | | Roaming | | +| | | | Profile: DREP | | +| | | | NATL or DREP | | +| | | | NATL NOCANMEX.  | | +| | | | Refer to | | +| | | | Roaming Profile | | +| | | | Field - TORCH. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | and Data | | +| | | | feature, in the | | +| | | | Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice Roaming | | +| | | | Profile: | | +| | | | DATA_INTL_PC100 | | +| | | | or | | +| | | | International. | | +| | | | Data Roaming | | +| | | | Profile: DREP_D | | +| | | | ATA_INTL_PC100 | | +| | | | or DREP INTL. | | +| | | | Refer to | | +| | | | Roaming | | +| | | |  Profile Field | | +| | | | - TORCH . BMTS | | +| | | | resolves | | +| | | | technical | | +| | | | issues for all | | +| | | | customer types | | +| | | | while roaming | | +| | | | overseas: | | +| | | | When a customer | | +| | | | is not properly | | +| | | | provisioned | | +| | | | when arriving | | +| | | | overseas, after | | +| | | | checking | | +| | | | eligibility and | | +| | | | authorization, | | +| | | | proceed to | | +| | | | provision the | | +| | | | international | | +| | | | feature.  | | +| | | | Check | | +| | | | provisioning as | | +| | | | stated above | | +| | | | and Test the | | +| | | | Resolution | | +| | | | (TTR): Only | | +| | | | if | | +| | | | unsuccessful, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS for a | | +| | | | resolution. | | +| | | | Suggested | | +| | | | Verbiage: | | +| | | | Mr./Ms. | | +| | | |  [Customer | | +| | | | Name], I just | | +| | | | added the | | +| | | | international | | +| | | | feature for | | +| | | | you. I am going | | +| | | | to partner you | | +| | | | with one of | | +| | | | Contoso's Advanced | | +| | | | Technical | | +| | | | Support | | +| | | | specialists who | | +| | | | will ensure you | | +| | | | will be able to | | +| | | | use your | | +| | | | service where | | +| | | | you are.  | | +| | | | Provide the | | +| | | | customer the | | +| | | | free number to | | +| | | | call from their | | +| | | | wireless phone | | +| | | | +1.314.925.6925 | | +| | | | .  If calling | | +| | | | from a wired | | +| | | | phone, a BMTS | | +| | | | specialist | | +| | | | calls back to | | +| | | | minimize the | | +| | | | cost to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key. For | | +| | | | the BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | If the customer | | +| | | | is calling on | | +| | | | behalf of the | | +| | | | end-user | | +| | | | (device not in | | +| | | | hand): Ask | | +| | | | the caller if | | +| | | | the end-user | | +| | | | has an | | +| | | | alternate | | +| | | | number they can | | +| | | | be contacted | | +| | | | on.  If there | | +| | | | is no alternate | | +| | | | number, provide | | +| | | | the customer | | +| | | | with the number | | +| | | | to BMTS at+1.31 | | +| | | | 4.925.6925, so | | +| | | | they can advise | | +| | | | the end-user to | | +| | | | call when they | | +| | | | are available | | +| | | | to continue tro | | +| | | | ubleshooting. | | +| | | | Customers | | +| | | | should | | +| | | | indicate: | | +| | | | Location Issue | | +| | | | Wireless | | +| | | | number  | | +| | | | Callback number | | +| | | | C-Level | | +| | | | customers (High | | +| | | | Level | | +| | | | Enterprise | | +| | | | Executives): | | +| | | | A special team | | +| | | | in BMTS handles | | +| | | | for IR issues.  | | +| | | | If a customer | | +| | | | self-identifies | | +| | | | as a C-Level | | +| | | | customer and | | +| | | | they are having | | +| | | | IR issues, | | +| | | | bridge the call | | +| | | | to BMTS and | | +| | | | tell the | | +| | | | representative | | +| | | | you have a | | +| | | | C-Level | | +| | | | customer. If a | | +| | | | CRU end-user, | | +| | | | AOP, or TCM | | +| | | | requests you | | +| | | | contact another | | +| | | | AOP/TCM/end- | | +| | | | user traveling | | +| | | | overseas, | | +| | | | advise the | | +| | | | caller that we | | +| | | | do not have | | +| | | | overseas | | +| | | | dialing | | +| | | | permissions | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 22 | How can | I don't | Content: What's | 1 | +| | customers | know. | New:In December | | +| | calculate | | 2022 Contoso began | | +| | how many | | notifying | | +| | minutes they | | Business | | +| | have used on | | International | | +| | the Business | | Calling feature | | +| | Internationa | | customers by | | +| | l Calling | | email of | | +| | package? | | upcoming | | +| | | | updates | | +| | | | effective | | +| | | | February 1st, | | +| | | | 2023.  Updates: | | +| | | | Per-minute | | +| | | | rates for calls | | +| | | | to over 70 | | +| | | | countries will | | +| | | | decrease. Per- | | +| | | | minute rate for | | +| | | | calls to | | +| | | | Nigeria will | | +| | | | increase to | | +| | | | $0.25/min. | | +| | | | Monthly | | +| | | | recurring | | +| | | | charge for the | | +| | | | feature will | | +| | | | increase from | | +| | | | $7.50/mo. to | | +| | | | $15/mo. per | | +| | | | line. In | | +| | | | addition, | | +| | | | starting | | +| | | | January 1, | | +| | | | 2023, Contoso is | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | Bill Message:Im | | +| | | | portant notice | | +| | | | about Contoso | | +| | | | Business | | +| | | | International | | +| | | | CallingStarting | | +| | | | in February | | +| | | | 2023, Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling per- | | +| | | | minute rates | | +| | | | will decrease | | +| | | | for calls to | | +| | | | over 70 | | +| | | | countries and | | +| | | | increase to | | +| | | | $0.25/minute | | +| | | | for calls to | | +| | | | Nigeria. In | | +| | | | addition, the | | +| | | | monthly | | +| | | | recurring | | +| | | | charge will | | +| | | | increase to | | +| | | | $15/month per | | +| | | | line. You will | | +| | | | see these new | | +| | | | rates in 1-2 | | +| | | | bills. For | | +| | | | current feature | | +| | | | information, go | | +| | | | to att.com/bizi | | +| | | | ntlcalling. | | +| | | | Para obtener | | +| | | | mas información | | +| | | | en español | | +| | | | sobre este | | +| | | | aumento de | | +| | | | precio puede | | +| | | | comunicarse al | | +| | | | 1-800-331-0500. | | +| | | | To see the | | +| | | | current Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling rates | | +| | | | by country, go | | +| | | | to att.com/intl | | +| | | | calling (at the | | +| | | | “See eligible | | +| | | | countries and | | +| | | | rates” link.) | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling is an | | +| | | | international | | +| | | | long distance | | +| | | | calling package | | +| | | | that helps keep | | +| | | | a customer’s | | +| | | | employees | | +| | | | connected when | | +| | | | calling from | | +| | | | the U.S., | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands to | | +| | | | their | | +| | | | colleagues and | | +| | | | customers | | +| | | | located abroad | | +| | | | in over 225 | | +| | | | countries. | | +| | | | Qualifying | | +| | | | Questions | | | +| | | | Procedures | | | +| | | | Set | | +| | | | Expectations | | | +| | | | FAQ Feature | | +| | | | Details MRC - | | +| | | | $15/mo. per | | +| | | | line SOC - | | +| | | | ILDBWCADV | | +| | | | Unlimited | | +| | | | calling* from | | +| | | | the U.S. to | | +| | | | over 80 | | +| | | | countries | | +| | | | (rated at | | +| | | | $0/minute). | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | additional | | +| | | | countries. For | | +| | | | details on | | +| | | | available | | +| | | | countries and | | +| | | | rates, visit ht | | +| | | | tp://att.com/in | | +| | | | ternationalcall | | +| | | | ing. (at the | | +| | | | "See eligible | | +| | | | countries and | | +| | | | rates" link) | | +| | | | Incompatible | | +| | | | with: | | +| | | | ICR – Call | | +| | | | restriction SOC | | +| | | | ICR1– Call | | +| | | | restriction SOC | | +| | | | ICR2– Call | | +| | | | restriction SOC | | +| | | | ILDWCADV – Contoso | | +| | | | International | | +| | | | Calling ILNYDR | | +| | | | – Contoso | | +| | | | Dominican | | +| | | | Republic | | +| | | | ZZNOILD – ILD | | +| | | | restriction SOC | | +| | | | ZZNOILD2 – ILD | | +| | | | restriction SOC | | +| | | | (formerly | | +| | | | ZZNOILD) | | +| | | | *Unlimited | | +| | | | calling | | +| | | | requires a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | unlimited | | +| | | | domestic | | +| | | | calling. If the | | +| | | | customer has a | | +| | | | domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. For | | +| | | | more | | +| | | | information on | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling, click | | +| | | | here. | | +| | | | Qualifying | | +| | | | Questions How | | +| | | | often do you | | +| | | | call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | Which countries | | +| | | | do you call? | | +| | | | How many of | | +| | | | your vendors, | | +| | | | customers or | | +| | | | colleagues live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your business | | +| | | | frequently | | +| | | | require you to | | +| | | | call another | | +| | | | country? | | +| | | | Procedures | | +| | | | Check | | +| | | | eligibility | | +| | | | (see ILD | | +| | | | Dialing | | +| | | | Eligibility in | | +| | | | Related Links). | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Provision the | | +| | | | feature in | | +| | | | OPUS. Set | | +| | | | Expectations | | +| | | | Explain what's | | +| | | | included or | | +| | | | covered. | | +| | | | Effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Explain | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. If | | +| | | | the customer | | +| | | | has a domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. | | +| | | | Source: | | +| | | | Content: | | +| | | | 2 BCSS | | +| | | | representatives | | +| | | | are required to | | +| | | | fully discuss | | +| | | | and provision | | +| | | | all | | +| | | | international | | +| | | | features and | | +| | | | rate plan adds | | +| | | | and changes. | | +| | | | Voice: | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired).  | | +| | | | Messaging: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages.  | | +| | | | Only offer | | +| | | | currently | | +| | | | available | | +| | | | features.  | | +| | | | 3 Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See  | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso Wo | | +| | | | rld: www.att.co | | +| | | | m/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Long Distance | | +| | | | Review the | | +| | | | Country Code | | +| | | | and the correct | | +| | | | dialing | | +| | | | patterns for | | +| | | | the countries | | +| | | | the customer is | | +| | | | calling. | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | From the U.S. - | | +| | | | International | | +| | | | LD Messaging | | +| | | | feature | | +| | | | Sending - | | +| | | | International | | +| | | | text messages | | +| | | | sent from the | | +| | | | U.S. do not | | +| | | | draw from a | | +| | | | customer's | | +| | | | domestic | | +| | | | messaging plan: | | +| | | | After included | | +| | | | international | | +| | | | messages are | | +| | | | exceeded, | | +| | | | billing is as | | +| | | | follows: | | +| | | | Text - $0.25 | | +| | | | per message  | | +| | | | Picture/Video - | | +| | | | $0.50  | | +| | | | Receiving - | | +| | | | Messages | | +| | | | received from | | +| | | | an | | +| | | | international | | +| | | | number are | | +| | | | billed at the | | +| | | | domestic PPU | | +| | | | rate or | | +| | | | deducted from | | +| | | | the domestic | | +| | | | messaging | | +| | | | package.  | | +| | | | 4 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see OPUS Hub | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international  | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if the | | +| | | | feature was | | +| | | | provisioned | | +| | | | correctly: | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | feature: ◦In | | +| | | | the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - Class | | +| | | | of Service | | +| | | | Restrictions | | +| | | | section: | | +| | | | Outbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Inbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Clarify and | | +| | | | confirm that | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing and | | +| | | | not with | | +| | | | domestic | | +| | | | dialing.  | | +| | | | Source: | | +| | | | Content: . | | +| | | | Refer them to | | +| | | | their sales | | +| | | | account manager | | +| | | | for further | | +| | | | assistance. | | +| | | | BMC specialists | | +| | | | are required to | | +| | | | assist with | | +| | | | questions on | | +| | | | International | | +| | | | Device | | +| | | | Frequency, | | +| | | | Compatibility, | | +| | | | and Coverage. | | +| | | | Refer to the | | +| | | | Wireless Travel | | +| | | | Guide to find: | | +| | | | A list of | | +| | | | countries and | | +| | | | offers | | +| | | | Available | | +| | | | services and | | +| | | | technology | | +| | | | Information on | | +| | | | HD Voice | | +| | | | Information on | | +| | | | domestic rate | | +| | | | plan coverage | | +| | | | Back to Top | | +| | | | Additional | | +| | | | Resources Bill | | +| | | | Inquiry | | +| | | | International | | +| | | | Roaming Bill | | +| | | | Inquiry - BCSS | | +| | | | Customer | | +| | | | Notifications | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Data Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Text Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Voice Usage | | +| | | | Device How | | +| | | | to Use Your | | +| | | | Phone Outside | | +| | | | of the U.S. - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS Expired | | +| | | | International | | +| | | | Roaming Offers | | +| | | | CRU can still | | +| | | | add in business | | +| | | | channels only.  | | +| | | | For more see | | +| | | | World Traveler | | +| | | | Per Minute | | +| | | | Rate. Gulf | | +| | | | of Mexico | | +| | | | Roaming | | +| | | | International | | +| | | | Day Pass | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide Contoso | | +| | | | Coverage Viewer | | +| | | | Enter the | | +| | | | destination | | +| | | | address, ZIP | | +| | | | code, country, | | +| | | | or landmark in | | +| | | | the search | | +| | | | field.  Select | | +| | | | Wireless | | +| | | | Coverage Type > | | +| | | | International | | +| | | | >Voice, Data, | | +| | | | or Discount | | +| | | | Data > | | +| | | |  Search.  | | +| | | | Google Map | | +| | | | International | | +| | | | Services FAQ | | +| | | | PPU - | | +| | | | International | | +| | | | Data PPU | | +| | | | rates apply | | +| | | | when the | | +| | | | customer does | | +| | | | not have an OTC | | +| | | | or MRC Passport | | +| | | | package and | | +| | | | also apply when | | +| | | | outside the | | +| | | | countries that | | +| | | | the packages | | +| | | | cover. For a | | +| | | | list of | | +| | | | countries | | +| | | | covered by | | +| | | | these Passport | | +| | | | packages, see a | | +| | | | tt.com/globalco | | +| | | | untries. PPU | | +| | | | data rate in | | +| | | | all countries | | +| | | | (including | | +| | | | Canada) is | | +| | | | $0.002/KB | | +| | | | ($2.05/MB). | | +| | | | PPU data rate | | +| | | | for airlines is | | +| | | | $0.01/KB | | +| | | | ($10.24/MB). | | +| | | | PPU data rate | | +| | | | for cruise | | +| | | | ships is | | +| | | | $0.006/KB | | +| | | | ($6.14/MB). | | +| | | | PPU - | | +| | | | International | | +| | | | Talk & Text  | | +| | | | PPU Rates | | +| | | | Talk  Per | | +| | | | Minute Rate | | +| | | | Text Rate | | +| | | | Canada/Mexico | | +| | | | $1/minute | | +| | | | SMS sent - | | +| | | | $0.50  MMS | | +| | | | sent - $1.30  | | +| | | | SMS/MMS | | +| | | | received while | | +| | | | roaming is | | +| | | | charged at | | +| | | | domestic rates. | | +| | | | Europe | | +| | | | $2/minute | | +| | | | Rest of World | | +| | | | $3/minute | | +| | | | Airlines & | | +| | | | Cruise Ships | | +| | | | $3/minute Back | | +| | | | to Top Source: | | +| | | | Content: N: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Mexico and | | +| | | | Canada rated by | | +| | | | the domestic | | +| | | | rate plan. | | +| | | | Only Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. All | | +| | | | other usage in | | +| | | | IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. See | | +| | | | Cruise packages | | +| | | | for additional | | +| | | | support. | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: iPhone | | +| | | | and most | | +| | | | BlackBerry | | +| | | | smartphones) | | +| | | | When using, you | | +| | | | are charged the | | +| | | | international | | +| | | | data rates.  | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming. | | +| | | | Exception: | | +| | | | Visual | | +| | | | Voicemail with | | +| | | | International | | +| | | | Data plan. If | | +| | | | needed, see | | +| | | | International | | +| | | | Roaming | | +| | | | Voicemail | | +| | | | Instructions | | +| | | | and Charge. | | +| | | | 5 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see | | +| | | | Provisioning | | +| | | | International | | +| | | | Roaming | | +| | | | Features. | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international | | +| | | | roaming | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Provisioning | | +| | | | international | | +| | | | roaming (IR) | | +| | | | features | | +| | | | (voice, | | +| | | | messaging, or | | +| | | | data) on a line | | +| | | | of service | | +| | | | enables | | +| | | | customers to | | +| | | | use voice, | | +| | | | messaging, and | | +| | | | data service, | | +| | | | depending on | | +| | | | their device, | | +| | | | while traveling | | +| | | | abroad. An IR | | +| | | | feature is | | +| | | | required on | | +| | | | each CTN that | | +| | | | plans to travel | | +| | | | internationally | | +| | | | or their | | +| | | | devices will | | +| | | | not work on the | | +| | | | cellular | | +| | | | network. Back | | +| | | | to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if a | | +| | | | feature was | | +| | | | provisioned | | +| | | | properly for | | +| | | | the customer: | | +| | | | Follow the | | +| | | | TORCH | | +| | | | guidelines.  | | +| | | | Provision the | | +| | | | feature, if | | +| | | | needed. If this | | +| | | | does not | | +| | | | resolve the | | +| | | | issue, use | | +| | | | standard | | +| | | | troubleshooting | | +| | | | steps to | | +| | | | determine the | | +| | | | issue (for | | +| | | | example: check | | +| | | | if the device | | +| | | | is | | +| | | | international | | +| | | | capable). If | | +| | | | unable to | | +| | | | provision a | | +| | | | feature: | | +| | | | File an Unable | | +| | | | to Complete | | +| | | | Transaction | | +| | | | Clarify case. | | +| | | | See your | | +| | | | channel's | | +| | | | Clarify case | | +| | | | policy. If the | | +| | | | issue continue, | | +| | | | transfer the | | +| | | | call to BMTS. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | feature only, | | +| | | | in the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice: | | +| | | | International | | +| | | | (INTL).  Data | | +| | | | Roaming | | +| | | | Profile: DREP | | +| | | | NATL or DREP | | +| | | | NATL NOCANMEX.  | | +| | | | Refer to | | +| | | | Roaming Profile | | +| | | | Field - TORCH. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | and Data | | +| | | | feature, in the | | +| | | | Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice Roaming | | +| | | | Profile: | | +| | | | DATA_INTL_PC100 | | +| | | | or | | +| | | | International. | | +| | | | Data Roaming | | +| | | | Profile: DREP_D | | +| | | | ATA_INTL_PC100 | | +| | | | or DREP INTL. | | +| | | | Refer to | | +| | | | Roaming | | +| | | |  Profile Field | | +| | | | - TORCH . BMTS | | +| | | | resolves | | +| | | | technical | | +| | | | issues for all | | +| | | | customer types | | +| | | | while roaming | | +| | | | overseas: | | +| | | | When a customer | | +| | | | is not properly | | +| | | | provisioned | | +| | | | when arriving | | +| | | | overseas, after | | +| | | | checking | | +| | | | eligibility and | | +| | | | authorization, | | +| | | | proceed to | | +| | | | provision the | | +| | | | international | | +| | | | feature.  | | +| | | | Check | | +| | | | provisioning as | | +| | | | stated above | | +| | | | and Test the | | +| | | | Resolution | | +| | | | (TTR): Only | | +| | | | if | | +| | | | unsuccessful, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS for a | | +| | | | resolution. | | +| | | | Suggested | | +| | | | Verbiage: | | +| | | | Mr./Ms. | | +| | | |  [Customer | | +| | | | Name], I just | | +| | | | added the | | +| | | | international | | +| | | | feature for | | +| | | | you. I am going | | +| | | | to partner you | | +| | | | with one of | | +| | | | Contoso's Advanced | | +| | | | Technical | | +| | | | Support | | +| | | | specialists who | | +| | | | will ensure you | | +| | | | will be able to | | +| | | | use your | | +| | | | service where | | +| | | | you are.  | | +| | | | Provide the | | +| | | | customer the | | +| | | | free number to | | +| | | | call from their | | +| | | | wireless phone | | +| | | | +1.314.925.6925 | | +| | | | .  If calling | | +| | | | from a wired | | +| | | | phone, a BMTS | | +| | | | specialist | | +| | | | calls back to | | +| | | | minimize the | | +| | | | cost to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key. For | | +| | | | the BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | If the customer | | +| | | | is calling on | | +| | | | behalf of the | | +| | | | end-user | | +| | | | (device not in | | +| | | | hand): Ask | | +| | | | the caller if | | +| | | | the end-user | | +| | | | has an | | +| | | | alternate | | +| | | | number they can | | +| | | | be contacted | | +| | | | on.  If there | | +| | | | is no alternate | | +| | | | number, provide | | +| | | | the customer | | +| | | | with the number | | +| | | | to BMTS at+1.31 | | +| | | | 4.925.6925, so | | +| | | | they can advise | | +| | | | the end-user to | | +| | | | call when they | | +| | | | are available | | +| | | | to continue tro | | +| | | | ubleshooting. | | +| | | | Customers | | +| | | | should | | +| | | | indicate: | | +| | | | Location Issue | | +| | | | Wireless | | +| | | | number  | | +| | | | Callback number | | +| | | | C-Level | | +| | | | customers (High | | +| | | | Level | | +| | | | Enterprise | | +| | | | Executives): | | +| | | | A special team | | +| | | | in BMTS handles | | +| | | | for IR issues.  | | +| | | | If a customer | | +| | | | self-identifies | | +| | | | as a C-Level | | +| | | | customer and | | +| | | | they are having | | +| | | | IR issues, | | +| | | | bridge the call | | +| | | | to BMTS and | | +| | | | tell the | | +| | | | representative | | +| | | | you have a | | +| | | | C-Level | | +| | | | customer. If a | | +| | | | CRU end-user, | | +| | | | AOP, or TCM | | +| | | | requests you | | +| | | | contact another | | +| | | | AOP/TCM/end- | | +| | | | user traveling | | +| | | | overseas, | | +| | | | advise the | | +| | | | caller that we | | +| | | | do not have | | +| | | | overseas | | +| | | | dialing | | +| | | | permissions | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 23 | How does | If the | Content: What's | 10 | +| | Contoso | customer has | New:In December | | +| | Business Int | a domestic | 2022 Contoso began | | +| | ernational | calling plan | notifying | | +| | Calling work | with capped | Business | | +| | with a | minutes, all | International | | +| | domestic | internationa | Calling feature | | +| | voice plan | l long | customers by | | +| | where | distance | email of | | +| | minutes are | calls with | upcoming | | +| | capped? | Business Int | updates | | +| | | ernational | effective | | +| | | Calling | February 1st, | | +| | | count | 2023.  Updates: | | +| | | against the | Per-minute | | +| | | domestic | rates for calls | | +| | | plan’s | to over 70 | | +| | | monthly | countries will | | +| | | allowance | decrease. Per- | | +| | | and may | minute rate for | | +| | | result in | calls to | | +| | | overage | Nigeria will | | +| | | charges. | increase to | | +| | | (Source: | $0.25/min. | | +| | | context) | Monthly | | +| | | | recurring | | +| | | | charge for the | | +| | | | feature will | | +| | | | increase from | | +| | | | $7.50/mo. to | | +| | | | $15/mo. per | | +| | | | line. In | | +| | | | addition, | | +| | | | starting | | +| | | | January 1, | | +| | | | 2023, Contoso is | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | Bill Message:Im | | +| | | | portant notice | | +| | | | about Contoso | | +| | | | Business | | +| | | | International | | +| | | | CallingStarting | | +| | | | in February | | +| | | | 2023, Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling per- | | +| | | | minute rates | | +| | | | will decrease | | +| | | | for calls to | | +| | | | over 70 | | +| | | | countries and | | +| | | | increase to | | +| | | | $0.25/minute | | +| | | | for calls to | | +| | | | Nigeria. In | | +| | | | addition, the | | +| | | | monthly | | +| | | | recurring | | +| | | | charge will | | +| | | | increase to | | +| | | | $15/month per | | +| | | | line. You will | | +| | | | see these new | | +| | | | rates in 1-2 | | +| | | | bills. For | | +| | | | current feature | | +| | | | information, go | | +| | | | to att.com/bizi | | +| | | | ntlcalling. | | +| | | | Para obtener | | +| | | | mas información | | +| | | | en español | | +| | | | sobre este | | +| | | | aumento de | | +| | | | precio puede | | +| | | | comunicarse al | | +| | | | 1-800-331-0500. | | +| | | | To see the | | +| | | | current Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling rates | | +| | | | by country, go | | +| | | | to att.com/intl | | +| | | | calling (at the | | +| | | | “See eligible | | +| | | | countries and | | +| | | | rates” link.) | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling is an | | +| | | | international | | +| | | | long distance | | +| | | | calling package | | +| | | | that helps keep | | +| | | | a customer’s | | +| | | | employees | | +| | | | connected when | | +| | | | calling from | | +| | | | the U.S., | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands to | | +| | | | their | | +| | | | colleagues and | | +| | | | customers | | +| | | | located abroad | | +| | | | in over 225 | | +| | | | countries. | | +| | | | Qualifying | | +| | | | Questions | | | +| | | | Procedures | | | +| | | | Set | | +| | | | Expectations | | | +| | | | FAQ Feature | | +| | | | Details MRC - | | +| | | | $15/mo. per | | +| | | | line SOC - | | +| | | | ILDBWCADV | | +| | | | Unlimited | | +| | | | calling* from | | +| | | | the U.S. to | | +| | | | over 80 | | +| | | | countries | | +| | | | (rated at | | +| | | | $0/minute). | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | additional | | +| | | | countries. For | | +| | | | details on | | +| | | | available | | +| | | | countries and | | +| | | | rates, visit ht | | +| | | | tp://att.com/in | | +| | | | ternationalcall | | +| | | | ing. (at the | | +| | | | "See eligible | | +| | | | countries and | | +| | | | rates" link) | | +| | | | Incompatible | | +| | | | with: | | +| | | | ICR – Call | | +| | | | restriction SOC | | +| | | | ICR1– Call | | +| | | | restriction SOC | | +| | | | ICR2– Call | | +| | | | restriction SOC | | +| | | | ILDWCADV – Contoso | | +| | | | International | | +| | | | Calling ILNYDR | | +| | | | – Contoso | | +| | | | Dominican | | +| | | | Republic | | +| | | | ZZNOILD – ILD | | +| | | | restriction SOC | | +| | | | ZZNOILD2 – ILD | | +| | | | restriction SOC | | +| | | | (formerly | | +| | | | ZZNOILD) | | +| | | | *Unlimited | | +| | | | calling | | +| | | | requires a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | unlimited | | +| | | | domestic | | +| | | | calling. If the | | +| | | | customer has a | | +| | | | domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. For | | +| | | | more | | +| | | | information on | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling, click | | +| | | | here. | | +| | | | Qualifying | | +| | | | Questions How | | +| | | | often do you | | +| | | | call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | Which countries | | +| | | | do you call? | | +| | | | How many of | | +| | | | your vendors, | | +| | | | customers or | | +| | | | colleagues live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your business | | +| | | | frequently | | +| | | | require you to | | +| | | | call another | | +| | | | country? | | +| | | | Procedures | | +| | | | Check | | +| | | | eligibility | | +| | | | (see ILD | | +| | | | Dialing | | +| | | | Eligibility in | | +| | | | Related Links). | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Provision the | | +| | | | feature in | | +| | | | OPUS. Set | | +| | | | Expectations | | +| | | | Explain what's | | +| | | | included or | | +| | | | covered. | | +| | | | Effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Explain | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. If | | +| | | | the customer | | +| | | | has a domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. | | +| | | | Source: | | +| | | | Content: If the | | +| | | | customer has | | +| | | | the appropriate | | +| | | | feature for | | +| | | | International | | +| | | | LD Dialing, are | | +| | | | no restrictions | | +| | | | in TORCH, and | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing see | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS and review | | +| | | | subtopics such | | +| | | | as Country | | +| | | | Codes and | | +| | | | Dialing Interna | | +| | | | tionally.  If | | +| | | | you have | | +| | | | exhausted all | | +| | | | troubleshooting | | +| | | | steps and the | | +| | | | customer is | | +| | | | still unable to | | +| | | | dial long | | +| | | | distance intern | | +| | | | ationally, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS If the | | +| | | | customer has | | +| | | | OfficeDirect | | +| | | | and cannot dial | | +| | | | long distance i | | +| | | | nternationally, | | +| | | | transfer the | | +| | | | caller to BM | | +| | | | IoT. Back to | | +| | | | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Do | Feature | | +| | | | Codes | Selling | | +| | | | Tips | FAQ ¶ ¶ | | +| | | | ¶ Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (formerly known | | +| | | | as World | | +| | | | Connect | | +| | | | Advantage)¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling is a | | +| | | | feature that | | +| | | | can be added to | | +| | | | a postpaid rate | | +| | | | plan. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Unlimited | | +| | | | calling to | | +| | | | Canada and | | +| | | | Mexico (rated | | +| | | | at $0/minute) | | +| | | | Unlimited | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 85 | | +| | | | countries. | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.See | | +| | | | Retired Contoso | | +| | | | World Connect | | +| | | | Value Rates for | | +| | | | additional | | +| | | | support.¶ $15 | | +| | | | per month, per | | +| | | | line. Feature | | +| | | | Code ILDWCADV¶ | | +| | | | See feature | | +| | | | codes for a | | +| | | | list on | | +| | | | incompatible | | +| | | | features.¶ If | | +| | | | a customer's | | +| | | | rate plan | | +| | | | doesn't include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/min) | | +| | | | apply to | | +| | | | international | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance. ¶ ¶ | | +| | | | ¶ World | | +| | | | Connect Value | | +| | | | (retired)¶ | | +| | | | Visit retired | | +| | | | rates for | | +| | | | additional | | +| | | | support.World | | +| | | | Connect Value | | +| | | | (retired) is an | | +| | | | ILD MRC | | +| | | | providing | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to 225 | | +| | | | countries. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Calling from | | +| | | | the U.S. to | | +| | | | Mexico and U.S. | | +| | | | to Canada is $0 | | +| | | | per minute. | | +| | | | Discounted | | +| | | | rates to both | | +| | | | wired and | | +| | | | wireless | | +| | | | numbers in over | | +| | | | 225 countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.¶ | | +| | | | $5 per month, | | +| | | | per line. | | +| | | | Feature Code: | | +| | | | ILWCV2 If the | | +| | | | customer's rate | | +| | | | plan doesn't | | +| | | | include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/minute) | | +| | | | apply to ILD | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance.¶ ¶ | | +| | | | Access to links | | +| | | | on this page is | | +| | | | restricted | | +| | | | based on your | | +| | | | profile.¶ ¶ ¶ | | +| | | | What I Need to | | +| | | | Know ¶ Check | | +| | | | eligibility, | | +| | | | using ILD | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Tell the | | +| | | | customer what | | +| | | | is included or | | +| | | | covered. | | +| | | | Provide the | | +| | | | effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Advise | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. ¶ ¶ | | +| | | | ¶ Feature ¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (ILDWCADV) and | | +| | | | SOC is | | +| | | | incompatible | | +| | | | with:¶ ¶ | | +| | | | World Connect | | +| | | | (ILWC) Contoso | | +| | | | Latin America | | +| | | | Talk and Text | | +| | | | (ILDLATT) Contoso | | +| | | | Latin America | | +| | | | Calling | | +| | | | (ILDLATWHP) | | +| | | | Contoso Dominican | | +| | | | Republic | | +| | | | (ILNYDR) Contoso | | +| | | | Caribbean | | +| | | | Calling (ILCC) | | +| | | | Contoso World | | +| | | | Connect for | | +| | | | Agent Sales | | +| | | | (ILWA) Contoso | | +| | | | World Connect | | +| | | | Value East Asia | | +| | | | and India | | +| | | | (ILWCA) The | | +| | | | SOC is also | | +| | | | incompatible | | +| | | | with the | | +| | | | following call | | +| | | | restriction | | +| | | | codes:¶ ¶ ICR | | +| | | | ICR1 ICR2 | | +| | | | ZZNOILD2 | | +| | | | (formerly | | +| | | | ZZNOILD) ¶ ¶ | | +| | | | ¶ Selling | | +| | | | Tips ¶ | | +| | | | Qualifying | | +| | | | Questions¶ ¶ | | +| | | | How often do | | +| | | | you call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | which | | +| | | | countries? How | | +| | | | many family | | +| | | | members or | | +| | | | friends live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your company's | | +| | | | business | | +| | | | require you | | +| | | | often call | | +| | | | another | | +| | | | country? ¶ ¶ | | +| | | | Source: | | +| | | | Content: iPhone | | +| | | | and most | | +| | | | BlackBerry | | +| | | | smartphones) | | +| | | | When using, you | | +| | | | are charged the | | +| | | | international | | +| | | | data rates.  | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming. | | +| | | | Exception: | | +| | | | Visual | | +| | | | Voicemail with | | +| | | | International | | +| | | | Data plan. If | | +| | | | needed, see | | +| | | | International | | +| | | | Roaming | | +| | | | Voicemail | | +| | | | Instructions | | +| | | | and Charge. | | +| | | | 5 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see | | +| | | | Provisioning | | +| | | | International | | +| | | | Roaming | | +| | | | Features. | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international | | +| | | | roaming | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Provisioning | | +| | | | international | | +| | | | roaming (IR) | | +| | | | features | | +| | | | (voice, | | +| | | | messaging, or | | +| | | | data) on a line | | +| | | | of service | | +| | | | enables | | +| | | | customers to | | +| | | | use voice, | | +| | | | messaging, and | | +| | | | data service, | | +| | | | depending on | | +| | | | their device, | | +| | | | while traveling | | +| | | | abroad. An IR | | +| | | | feature is | | +| | | | required on | | +| | | | each CTN that | | +| | | | plans to travel | | +| | | | internationally | | +| | | | or their | | +| | | | devices will | | +| | | | not work on the | | +| | | | cellular | | +| | | | network. Back | | +| | | | to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if a | | +| | | | feature was | | +| | | | provisioned | | +| | | | properly for | | +| | | | the customer: | | +| | | | Follow the | | +| | | | TORCH | | +| | | | guidelines.  | | +| | | | Provision the | | +| | | | feature, if | | +| | | | needed. If this | | +| | | | does not | | +| | | | resolve the | | +| | | | issue, use | | +| | | | standard | | +| | | | troubleshooting | | +| | | | steps to | | +| | | | determine the | | +| | | | issue (for | | +| | | | example: check | | +| | | | if the device | | +| | | | is | | +| | | | international | | +| | | | capable). If | | +| | | | unable to | | +| | | | provision a | | +| | | | feature: | | +| | | | File an Unable | | +| | | | to Complete | | +| | | | Transaction | | +| | | | Clarify case. | | +| | | | See your | | +| | | | channel's | | +| | | | Clarify case | | +| | | | policy. If the | | +| | | | issue continue, | | +| | | | transfer the | | +| | | | call to BMTS. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | feature only, | | +| | | | in the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice: | | +| | | | International | | +| | | | (INTL).  Data | | +| | | | Roaming | | +| | | | Profile: DREP | | +| | | | NATL or DREP | | +| | | | NATL NOCANMEX.  | | +| | | | Refer to | | +| | | | Roaming Profile | | +| | | | Field - TORCH. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | and Data | | +| | | | feature, in the | | +| | | | Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice Roaming | | +| | | | Profile: | | +| | | | DATA_INTL_PC100 | | +| | | | or | | +| | | | International. | | +| | | | Data Roaming | | +| | | | Profile: DREP_D | | +| | | | ATA_INTL_PC100 | | +| | | | or DREP INTL. | | +| | | | Refer to | | +| | | | Roaming | | +| | | |  Profile Field | | +| | | | - TORCH . BMTS | | +| | | | resolves | | +| | | | technical | | +| | | | issues for all | | +| | | | customer types | | +| | | | while roaming | | +| | | | overseas: | | +| | | | When a customer | | +| | | | is not properly | | +| | | | provisioned | | +| | | | when arriving | | +| | | | overseas, after | | +| | | | checking | | +| | | | eligibility and | | +| | | | authorization, | | +| | | | proceed to | | +| | | | provision the | | +| | | | international | | +| | | | feature.  | | +| | | | Check | | +| | | | provisioning as | | +| | | | stated above | | +| | | | and Test the | | +| | | | Resolution | | +| | | | (TTR): Only | | +| | | | if | | +| | | | unsuccessful, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS for a | | +| | | | resolution. | | +| | | | Suggested | | +| | | | Verbiage: | | +| | | | Mr./Ms. | | +| | | |  [Customer | | +| | | | Name], I just | | +| | | | added the | | +| | | | international | | +| | | | feature for | | +| | | | you. I am going | | +| | | | to partner you | | +| | | | with one of | | +| | | | Contoso's Advanced | | +| | | | Technical | | +| | | | Support | | +| | | | specialists who | | +| | | | will ensure you | | +| | | | will be able to | | +| | | | use your | | +| | | | service where | | +| | | | you are.  | | +| | | | Provide the | | +| | | | customer the | | +| | | | free number to | | +| | | | call from their | | +| | | | wireless phone | | +| | | | +1.314.925.6925 | | +| | | | .  If calling | | +| | | | from a wired | | +| | | | phone, a BMTS | | +| | | | specialist | | +| | | | calls back to | | +| | | | minimize the | | +| | | | cost to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key. For | | +| | | | the BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | If the customer | | +| | | | is calling on | | +| | | | behalf of the | | +| | | | end-user | | +| | | | (device not in | | +| | | | hand): Ask | | +| | | | the caller if | | +| | | | the end-user | | +| | | | has an | | +| | | | alternate | | +| | | | number they can | | +| | | | be contacted | | +| | | | on.  If there | | +| | | | is no alternate | | +| | | | number, provide | | +| | | | the customer | | +| | | | with the number | | +| | | | to BMTS at+1.31 | | +| | | | 4.925.6925, so | | +| | | | they can advise | | +| | | | the end-user to | | +| | | | call when they | | +| | | | are available | | +| | | | to continue tro | | +| | | | ubleshooting. | | +| | | | Customers | | +| | | | should | | +| | | | indicate: | | +| | | | Location Issue | | +| | | | Wireless | | +| | | | number  | | +| | | | Callback number | | +| | | | C-Level | | +| | | | customers (High | | +| | | | Level | | +| | | | Enterprise | | +| | | | Executives): | | +| | | | A special team | | +| | | | in BMTS handles | | +| | | | for IR issues.  | | +| | | | If a customer | | +| | | | self-identifies | | +| | | | as a C-Level | | +| | | | customer and | | +| | | | they are having | | +| | | | IR issues, | | +| | | | bridge the call | | +| | | | to BMTS and | | +| | | | tell the | | +| | | | representative | | +| | | | you have a | | +| | | | C-Level | | +| | | | customer. If a | | +| | | | CRU end-user, | | +| | | | AOP, or TCM | | +| | | | requests you | | +| | | | contact another | | +| | | | AOP/TCM/end- | | +| | | | user traveling | | +| | | | overseas, | | +| | | | advise the | | +| | | | caller that we | | +| | | | do not have | | +| | | | overseas | | +| | | | dialing | | +| | | | permissions | | +| | | | Source: | | +| | | | Content: . | | +| | | | Refer them to | | +| | | | their sales | | +| | | | account manager | | +| | | | for further | | +| | | | assistance. | | +| | | | BMC specialists | | +| | | | are required to | | +| | | | assist with | | +| | | | questions on | | +| | | | International | | +| | | | Device | | +| | | | Frequency, | | +| | | | Compatibility, | | +| | | | and Coverage. | | +| | | | Refer to the | | +| | | | Wireless Travel | | +| | | | Guide to find: | | +| | | | A list of | | +| | | | countries and | | +| | | | offers | | +| | | | Available | | +| | | | services and | | +| | | | technology | | +| | | | Information on | | +| | | | HD Voice | | +| | | | Information on | | +| | | | domestic rate | | +| | | | plan coverage | | +| | | | Back to Top | | +| | | | Additional | | +| | | | Resources Bill | | +| | | | Inquiry | | +| | | | International | | +| | | | Roaming Bill | | +| | | | Inquiry - BCSS | | +| | | | Customer | | +| | | | Notifications | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Data Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Text Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Voice Usage | | +| | | | Device How | | +| | | | to Use Your | | +| | | | Phone Outside | | +| | | | of the U.S. - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS Expired | | +| | | | International | | +| | | | Roaming Offers | | +| | | | CRU can still | | +| | | | add in business | | +| | | | channels only.  | | +| | | | For more see | | +| | | | World Traveler | | +| | | | Per Minute | | +| | | | Rate. Gulf | | +| | | | of Mexico | | +| | | | Roaming | | +| | | | International | | +| | | | Day Pass | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide Contoso | | +| | | | Coverage Viewer | | +| | | | Enter the | | +| | | | destination | | +| | | | address, ZIP | | +| | | | code, country, | | +| | | | or landmark in | | +| | | | the search | | +| | | | field.  Select | | +| | | | Wireless | | +| | | | Coverage Type > | | +| | | | International | | +| | | | >Voice, Data, | | +| | | | or Discount | | +| | | | Data > | | +| | | |  Search.  | | +| | | | Google Map | | +| | | | International | | +| | | | Services FAQ | | +| | | | PPU - | | +| | | | International | | +| | | | Data PPU | | +| | | | rates apply | | +| | | | when the | | +| | | | customer does | | +| | | | not have an OTC | | +| | | | or MRC Passport | | +| | | | package and | | +| | | | also apply when | | +| | | | outside the | | +| | | | countries that | | +| | | | the packages | | +| | | | cover. For a | | +| | | | list of | | +| | | | countries | | +| | | | covered by | | +| | | | these Passport | | +| | | | packages, see a | | +| | | | tt.com/globalco | | +| | | | untries. PPU | | +| | | | data rate in | | +| | | | all countries | | +| | | | (including | | +| | | | Canada) is | | +| | | | $0.002/KB | | +| | | | ($2.05/MB). | | +| | | | PPU data rate | | +| | | | for airlines is | | +| | | | $0.01/KB | | +| | | | ($10.24/MB). | | +| | | | PPU data rate | | +| | | | for cruise | | +| | | | ships is | | +| | | | $0.006/KB | | +| | | | ($6.14/MB). | | +| | | | PPU - | | +| | | | International | | +| | | | Talk & Text  | | +| | | | PPU Rates | | +| | | | Talk  Per | | +| | | | Minute Rate | | +| | | | Text Rate | | +| | | | Canada/Mexico | | +| | | | $1/minute | | +| | | | SMS sent - | | +| | | | $0.50  MMS | | +| | | | sent - $1.30  | | +| | | | SMS/MMS | | +| | | | received while | | +| | | | roaming is | | +| | | | charged at | | +| | | | domestic rates. | | +| | | | Europe | | +| | | | $2/minute | | +| | | | Rest of World | | +| | | | $3/minute | | +| | | | Airlines & | | +| | | | Cruise Ships | | +| | | | $3/minute Back | | +| | | | to Top Source: | | ++----+----------------+----------------+------------------+--------------+ +| 24 | What are the | AI response: | Content: What's | 10 | +| | details for | Business Int | New:In December | | +| | Business Int | ernational | 2022 Contoso began | | +| | ernational | Calling is | notifying | | +| | Calling? | an internati | Business | | +| | | onal long | International | | +| | | distance | Calling feature | | +| | | calling | customers by | | +| | | package that | email of | | +| | | helps keep a | upcoming | | +| | | customer’s | updates | | +| | | employees | effective | | +| | | connected | February 1st, | | +| | | when calling | 2023.  Updates: | | +| | | from the | Per-minute | | +| | | U.S., Puerto | rates for calls | | +| | | Rico and the | to over 70 | | +| | | U.S. Virgin | countries will | | +| | | Islands to | decrease. Per- | | +| | | their | minute rate for | | +| | | colleagues | calls to | | +| | | and | Nigeria will | | +| | | customers | increase to | | +| | | located | $0.25/min. | | +| | | abroad in | Monthly | | +| | | over 225 | recurring | | +| | | countries. | charge for the | | +| | | The monthly | feature will | | +| | | recurring | increase from | | +| | | charge for | $7.50/mo. to | | +| | | the feature | $15/mo. per | | +| | | will | line. In | | +| | | increase | addition, | | +| | | from | starting | | +| | | $7.50/mo. to | January 1, | | +| | | $15/mo. per | 2023, Contoso is | | +| | | line, and | notifying | | +| | | per-minute | Business | | +| | | rates for | International | | +| | | calls to | Calling feature | | +| | | over 70 | customers by | | +| | | countries | Bill Message:Im | | +| | | will | portant notice | | +| | | decrease, | about Contoso | | +| | | while the | Business | | +| | | per-minute | International | | +| | | rate for | CallingStarting | | +| | | calls to | in February | | +| | | Nigeria will | 2023, Contoso | | +| | | increase to | Business | | +| | | $0.25/min. | International | | +| | | For more | Calling per- | | +| | | information | minute rates | | +| | | on Contoso | will decrease | | +| | | Business Int | for calls to | | +| | | ernational | over 70 | | +| | | Calling, you | countries and | | +| | | can visit at | increase to | | +| | | t.com/bizint | $0.25/minute | | +| | | lcalling. | for calls to | | +| | | (Source: | Nigeria. In | | +| | | context) | addition, the | | +| | | | monthly | | +| | | | recurring | | +| | | | charge will | | +| | | | increase to | | +| | | | $15/month per | | +| | | | line. You will | | +| | | | see these new | | +| | | | rates in 1-2 | | +| | | | bills. For | | +| | | | current feature | | +| | | | information, go | | +| | | | to att.com/bizi | | +| | | | ntlcalling. | | +| | | | Para obtener | | +| | | | mas información | | +| | | | en español | | +| | | | sobre este | | +| | | | aumento de | | +| | | | precio puede | | +| | | | comunicarse al | | +| | | | 1-800-331-0500. | | +| | | | To see the | | +| | | | current Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling rates | | +| | | | by country, go | | +| | | | to att.com/intl | | +| | | | calling (at the | | +| | | | “See eligible | | +| | | | countries and | | +| | | | rates” link.) | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling is an | | +| | | | international | | +| | | | long distance | | +| | | | calling package | | +| | | | that helps keep | | +| | | | a customer’s | | +| | | | employees | | +| | | | connected when | | +| | | | calling from | | +| | | | the U.S., | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands to | | +| | | | their | | +| | | | colleagues and | | +| | | | customers | | +| | | | located abroad | | +| | | | in over 225 | | +| | | | countries. | | +| | | | Qualifying | | +| | | | Questions | | | +| | | | Procedures | | | +| | | | Set | | +| | | | Expectations | | | +| | | | FAQ Feature | | +| | | | Details MRC - | | +| | | | $15/mo. per | | +| | | | line SOC - | | +| | | | ILDBWCADV | | +| | | | Unlimited | | +| | | | calling* from | | +| | | | the U.S. to | | +| | | | over 80 | | +| | | | countries | | +| | | | (rated at | | +| | | | $0/minute). | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | additional | | +| | | | countries. For | | +| | | | details on | | +| | | | available | | +| | | | countries and | | +| | | | rates, visit ht | | +| | | | tp://att.com/in | | +| | | | ternationalcall | | +| | | | ing. (at the | | +| | | | "See eligible | | +| | | | countries and | | +| | | | rates" link) | | +| | | | Incompatible | | +| | | | with: | | +| | | | ICR – Call | | +| | | | restriction SOC | | +| | | | ICR1– Call | | +| | | | restriction SOC | | +| | | | ICR2– Call | | +| | | | restriction SOC | | +| | | | ILDWCADV – Contoso | | +| | | | International | | +| | | | Calling ILNYDR | | +| | | | – Contoso | | +| | | | Dominican | | +| | | | Republic | | +| | | | ZZNOILD – ILD | | +| | | | restriction SOC | | +| | | | ZZNOILD2 – ILD | | +| | | | restriction SOC | | +| | | | (formerly | | +| | | | ZZNOILD) | | +| | | | *Unlimited | | +| | | | calling | | +| | | | requires a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | unlimited | | +| | | | domestic | | +| | | | calling. If the | | +| | | | customer has a | | +| | | | domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. For | | +| | | | more | | +| | | | information on | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling, click | | +| | | | here. | | +| | | | Qualifying | | +| | | | Questions How | | +| | | | often do you | | +| | | | call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | Which countries | | +| | | | do you call? | | +| | | | How many of | | +| | | | your vendors, | | +| | | | customers or | | +| | | | colleagues live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your business | | +| | | | frequently | | +| | | | require you to | | +| | | | call another | | +| | | | country? | | +| | | | Procedures | | +| | | | Check | | +| | | | eligibility | | +| | | | (see ILD | | +| | | | Dialing | | +| | | | Eligibility in | | +| | | | Related Links). | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Provision the | | +| | | | feature in | | +| | | | OPUS. Set | | +| | | | Expectations | | +| | | | Explain what's | | +| | | | included or | | +| | | | covered. | | +| | | | Effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Explain | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. If | | +| | | | the customer | | +| | | | has a domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. | | +| | | | Source: | | +| | | | Content: If the | | +| | | | customer has | | +| | | | the appropriate | | +| | | | feature for | | +| | | | International | | +| | | | LD Dialing, are | | +| | | | no restrictions | | +| | | | in TORCH, and | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing see | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS and review | | +| | | | subtopics such | | +| | | | as Country | | +| | | | Codes and | | +| | | | Dialing Interna | | +| | | | tionally.  If | | +| | | | you have | | +| | | | exhausted all | | +| | | | troubleshooting | | +| | | | steps and the | | +| | | | customer is | | +| | | | still unable to | | +| | | | dial long | | +| | | | distance intern | | +| | | | ationally, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS If the | | +| | | | customer has | | +| | | | OfficeDirect | | +| | | | and cannot dial | | +| | | | long distance i | | +| | | | nternationally, | | +| | | | transfer the | | +| | | | caller to BM | | +| | | | IoT. Back to | | +| | | | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: | | +| | | | 2 BCSS | | +| | | | representatives | | +| | | | are required to | | +| | | | fully discuss | | +| | | | and provision | | +| | | | all | | +| | | | international | | +| | | | features and | | +| | | | rate plan adds | | +| | | | and changes. | | +| | | | Voice: | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired).  | | +| | | | Messaging: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages.  | | +| | | | Only offer | | +| | | | currently | | +| | | | available | | +| | | | features.  | | +| | | | 3 Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See  | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso Wo | | +| | | | rld: www.att.co | | +| | | | m/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Long Distance | | +| | | | Review the | | +| | | | Country Code | | +| | | | and the correct | | +| | | | dialing | | +| | | | patterns for | | +| | | | the countries | | +| | | | the customer is | | +| | | | calling. | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | From the U.S. - | | +| | | | International | | +| | | | LD Messaging | | +| | | | feature | | +| | | | Sending - | | +| | | | International | | +| | | | text messages | | +| | | | sent from the | | +| | | | U.S. do not | | +| | | | draw from a | | +| | | | customer's | | +| | | | domestic | | +| | | | messaging plan: | | +| | | | After included | | +| | | | international | | +| | | | messages are | | +| | | | exceeded, | | +| | | | billing is as | | +| | | | follows: | | +| | | | Text - $0.25 | | +| | | | per message  | | +| | | | Picture/Video - | | +| | | | $0.50  | | +| | | | Receiving - | | +| | | | Messages | | +| | | | received from | | +| | | | an | | +| | | | international | | +| | | | number are | | +| | | | billed at the | | +| | | | domestic PPU | | +| | | | rate or | | +| | | | deducted from | | +| | | | the domestic | | +| | | | messaging | | +| | | | package.  | | +| | | | 4 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see OPUS Hub | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international  | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if the | | +| | | | feature was | | +| | | | provisioned | | +| | | | correctly: | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | feature: ◦In | | +| | | | the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - Class | | +| | | | of Service | | +| | | | Restrictions | | +| | | | section: | | +| | | | Outbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Inbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Clarify and | | +| | | | confirm that | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing and | | +| | | | not with | | +| | | | domestic | | +| | | | dialing.  | | +| | | | Source: | | +| | | | Content: | | +| | | | Eligibility | | | +| | | | Provisioning | | | +| | | | Troubleshooting | | +| | | | | Additional | | +| | | | Resources What | | +| | | | is | | +| | | | International | | +| | | | Long Distance | | +| | | | The customer is | | +| | | | in the U.S.  | | +| | | | They are using | | +| | | | the mobile | | +| | | | device to | | +| | | | call/send a | | +| | | | message to | | +| | | | someone in a | | +| | | | foreign | | +| | | | country. | | +| | | | Example: The | | +| | | | customer is in | | +| | | | Atlanta placing | | +| | | | a call or | | +| | | | sending a text | | +| | | | message to | | +| | | | Germany.  | | +| | | | Exception: | | +| | | | These countries | | +| | | | and territories | | +| | | | use the North | | +| | | | American Number | | +| | | | plan and the | | +| | | | ILD feature is | | +| | | | not needed to | | +| | | | call: | | +| | | | American | | +| | | | Samoa,* | | +| | | | Anguilla, | | +| | | | Antigua, | | +| | | | Barbuda, | | +| | | | Bahamas, | | +| | | | Barbados, | | +| | | | Bermuda, | | +| | | | British | | +| | | | Dominican | | +| | | | Republic, | | +| | | | Canada, | | +| | | | Grenada, | | +| | | | Jamaica, | | +| | | | Montserrat, St. | | +| | | | Lucia, St. | | +| | | | Kitts, Nevis, | | +| | | | St. Vincent, | | +| | | | the Grenadines, | | +| | | | Sint Maarten | | +| | | | (this is not | | +| | | | St. Martin), | | +| | | | Trinidad, | | +| | | | Tobago, Turks, | | +| | | | Caicos, and | | +| | | | U.S. | | +| | | | territories | | +| | | | (Guam, Northern | | +| | | | Mariana | | +| | | | Islands, Puerto | | +| | | | Rico, and the | | +| | | | USVI) | | +| | | | *Calls to | | +| | | | American Samoa | | +| | | | rate as an | | +| | | | international | | +| | | | toll call. | | +| | | | Recommend an | | +| | | | ILD feature for | | +| | | | customers | | +| | | | calling | | +| | | | American Samoa. | | +| | | | Back to Top | | +| | | | Eligibility | | +| | | | CRU (FAN/Non- | | +| | | | FAN) | | +| | | | Enterprise GBS | | +| | | | - All | | +| | | | international | | +| | | | services are | | +| | | | available to | | +| | | | Enterprise | | +| | | | customers | | +| | | | (TLG/NBI - | | +| | | | credit class A, | | +| | | | J, M) at time | | +| | | | of activation.  | | +| | | | For all other | | +| | | | CRU customers, | | +| | | | eligibility | | +| | | | rules are as | | +| | | | follows:  | | +| | | | Any | | +| | | | international | | +| | | | long distance | | +| | | | service is | | +| | | | available at | | +| | | | activation to | | +| | | | customers in | | +| | | | Contoso Retail | | +| | | | with qualifying | | +| | | | credit | | +| | | | classes.  | | +| | | | Otherwise, 3 | | +| | | | months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN with good | | +| | | | payment history | | +| | | | and no current | | +| | | | fraud hotline | | +| | | | is required.  | | +| | | | SIG | | +| | | | BMC/BME: | | +| | | | Transfer all | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | requests to | | +| | | | provision | | +| | | | international | | +| | | | features to | | +| | | | Consumer | | +| | | | Customer | | +| | | | Service.  | | +| | | | Others: Check | | +| | | | Eligibility  | | +| | | | Three months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN  A good | | +| | | | payment | | +| | | | history  No | | +| | | | current fraud | | +| | | | hotline  | | +| | | | Exception: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | packages do not | | +| | | | require an | | +| | | | eligibility | | +| | | | check, | | +| | | | provision.  | | +| | | | The billing | | +| | | | system | | +| | | | automatically | | +| | | | checks the | | +| | | | above | | +| | | | eligibility | | +| | | | rules upon | | +| | | | provisioning. | | +| | | |  See | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | Eligibility  | | +| | | | Back to Top | | +| | | | Provisioning | | +| | | | International | | +| | | | Feature Already | | +| | | | Provisioned | | +| | | | Assist the | | +| | | | customer with | | +| | | | their request. | | +| | | | Verify Feature | | +| | | | is Provisioned | | +| | | | Verify the | | +| | | | feature is in | | +| | | | the billing | | +| | | | system | | +| | | | (Telegence). | | +| | | | Verify the | | +| | | | information in | | +| | | | TORCH matches | | +| | | | the feature in | | +| | | | the billing | | +| | | | system. | | +| | | | If Then | | +| | | | Not Provisioned | | +| | | | Correctly | | +| | | | Follow Check | | +| | | | International | | +| | | | Features | | +| | | | Provisioning - | | +| | | | TORCH | | +| | | | Provisioned | | +| | | | Correctly | | +| | | | Review the | | +| | | | feature | | +| | | | expectations | | +| | | | with the | | +| | | | customer | | +| | | | in step 3  of | | +| | | | the No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | section. | | +| | | | Add / Change | | +| | | | Feature Follow | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | steps. | | +| | | | Remove Feature | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know | | +| | | | Inform the | | +| | | | customer they | | +| | | | can add and | | +| | | | remove | | +| | | | International | | +| | | | Voice and Data | | +| | | | features: | | +| | | | CRU customers: | | +| | | | Use Premier. | | +| | | | If the feature | | +| | | | is removed or | | +| | | | set to be | | +| | | | removed on a | | +| | | | future date:  | | +| | | | Explain how the | | +| | | | prorated | | +| | | | charges will | | +| | | | appear on the | | +| | | | customer's next | | +| | | | bill following | | +| | | | the feature | | +| | | | removal.  | | +| | | | Explain any | | +| | | | prorated | | +| | | | minutes or | | +| | | | messages, if | | +| | | | applicable.  | | +| | | | Advise the | | +| | | | customer that | | +| | | | dialing to a | | +| | | | country within | | +| | | | the North | | +| | | | American | | +| | | | Numbering plan | | +| | | | does not | | +| | | | require an ILD | | +| | | | feature on the | | +| | | | customer's | | +| | | | mobile number | | +| | | | and they still | | +| | | | have the | | +| | | | ability to dial | | +| | | | to these | | +| | | | countries: | | +| | | | Refer to Intern | | +| | | | ational Long | | +| | | | Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired). | | +| | | | Charges may | | +| | | | take up to 60 | | +| | | | days for | | +| | | | minutes (or | | +| | | | charges) used | | +| | | | outside their | | +| | | | home area to | | +| | | | appear on their | | +| | | | bill. | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | 1 Confirm the | | +| | | | customer's | | +| | | | eligibility. | | +| | | | If not | | +| | | | eligible, and | | +| | | | requesting an | | +| | | | exception, foll | | +| | | | ow Internationa | | +| | | | l Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS. | | +| | | | Per the | | +| | | | exception | | +| | | | process for CRU | | +| | | | customers, | | +| | | | review features | | +| | | | and | | +| | | | expectations | | +| | | | before | | +| | | | requesting an | | +| | | | international | | +| | | | feature. | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Do | Feature | | +| | | | Codes | Selling | | +| | | | Tips | FAQ ¶ ¶ | | +| | | | ¶ Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (formerly known | | +| | | | as World | | +| | | | Connect | | +| | | | Advantage)¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling is a | | +| | | | feature that | | +| | | | can be added to | | +| | | | a postpaid rate | | +| | | | plan. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Unlimited | | +| | | | calling to | | +| | | | Canada and | | +| | | | Mexico (rated | | +| | | | at $0/minute) | | +| | | | Unlimited | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 85 | | +| | | | countries. | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.See | | +| | | | Retired Contoso | | +| | | | World Connect | | +| | | | Value Rates for | | +| | | | additional | | +| | | | support.¶ $15 | | +| | | | per month, per | | +| | | | line. Feature | | +| | | | Code ILDWCADV¶ | | +| | | | See feature | | +| | | | codes for a | | +| | | | list on | | +| | | | incompatible | | +| | | | features.¶ If | | +| | | | a customer's | | +| | | | rate plan | | +| | | | doesn't include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/min) | | +| | | | apply to | | +| | | | international | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance. ¶ ¶ | | +| | | | ¶ World | | +| | | | Connect Value | | +| | | | (retired)¶ | | +| | | | Visit retired | | +| | | | rates for | | +| | | | additional | | +| | | | support.World | | +| | | | Connect Value | | +| | | | (retired) is an | | +| | | | ILD MRC | | +| | | | providing | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to 225 | | +| | | | countries. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Calling from | | +| | | | the U.S. to | | +| | | | Mexico and U.S. | | +| | | | to Canada is $0 | | +| | | | per minute. | | +| | | | Discounted | | +| | | | rates to both | | +| | | | wired and | | +| | | | wireless | | +| | | | numbers in over | | +| | | | 225 countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.¶ | | +| | | | $5 per month, | | +| | | | per line. | | +| | | | Feature Code: | | +| | | | ILWCV2 If the | | +| | | | customer's rate | | +| | | | plan doesn't | | +| | | | include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/minute) | | +| | | | apply to ILD | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance.¶ ¶ | | +| | | | Access to links | | +| | | | on this page is | | +| | | | restricted | | +| | | | based on your | | +| | | | profile.¶ ¶ ¶ | | +| | | | What I Need to | | +| | | | Know ¶ Check | | +| | | | eligibility, | | +| | | | using ILD | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Tell the | | +| | | | customer what | | +| | | | is included or | | +| | | | covered. | | +| | | | Provide the | | +| | | | effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Advise | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. ¶ ¶ | | +| | | | ¶ Feature ¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (ILDWCADV) and | | +| | | | SOC is | | +| | | | incompatible | | +| | | | with:¶ ¶ | | +| | | | World Connect | | +| | | | (ILWC) Contoso | | +| | | | Latin America | | +| | | | Talk and Text | | +| | | | (ILDLATT) Contoso | | +| | | | Latin America | | +| | | | Calling | | +| | | | (ILDLATWHP) | | +| | | | Contoso Dominican | | +| | | | Republic | | +| | | | (ILNYDR) Contoso | | +| | | | Caribbean | | +| | | | Calling (ILCC) | | +| | | | Contoso World | | +| | | | Connect for | | +| | | | Agent Sales | | +| | | | (ILWA) Contoso | | +| | | | World Connect | | +| | | | Value East Asia | | +| | | | and India | | +| | | | (ILWCA) The | | +| | | | SOC is also | | +| | | | incompatible | | +| | | | with the | | +| | | | following call | | +| | | | restriction | | +| | | | codes:¶ ¶ ICR | | +| | | | ICR1 ICR2 | | +| | | | ZZNOILD2 | | +| | | | (formerly | | +| | | | ZZNOILD) ¶ ¶ | | +| | | | ¶ Selling | | +| | | | Tips ¶ | | +| | | | Qualifying | | +| | | | Questions¶ ¶ | | +| | | | How often do | | +| | | | you call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | which | | +| | | | countries? How | | +| | | | many family | | +| | | | members or | | +| | | | friends live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your company's | | +| | | | business | | +| | | | require you | | +| | | | often call | | +| | | | another | | +| | | | country? ¶ ¶ | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 25 | What happens | If a | Content: What's | 10 | +| | if a | customer | New:In December | | +| | customer | wants to | 2022 Contoso began | | +| | wants to | remove or | notifying | | +| | add/remove | add the | Business | | +| | the Business | Business Int | International | | +| | Internationa | ernational | Calling feature | | +| | l Calling | Calling | customers by | | +| | package from | package from | email of | | +| | their | their | upcoming | | +| | account | account | updates | | +| | before their | before their | effective | | +| | monthly bill | monthly bill | February 1st, | | +| | cycle ends? | cycle ends, | 2023.  Updates: | | +| | | they can do | Per-minute | | +| | | so. However, | rates for calls | | +| | | they should | to over 70 | | +| | | be informed | countries will | | +| | | that | decrease. Per- | | +| | | prorated | minute rate for | | +| | | charges may | calls to | | +| | | appear on | Nigeria will | | +| | | their next | increase to | | +| | | bill | $0.25/min. | | +| | | following | Monthly | | +| | | the feature | recurring | | +| | | removal or | charge for the | | +| | | addition. Ad | feature will | | +| | | ditionally, | increase from | | +| | | if the | $7.50/mo. to | | +| | | customer has | $15/mo. per | | +| | | a domestic | line. In | | +| | | calling plan | addition, | | +| | | with capped | starting | | +| | | minutes, all | January 1, | | +| | | internationa | 2023, Contoso is | | +| | | l long | notifying | | +| | | distance | Business | | +| | | calls with | International | | +| | | Business Int | Calling feature | | +| | | ernational | customers by | | +| | | Calling | Bill Message:Im | | +| | | count | portant notice | | +| | | against the | about Contoso | | +| | | domestic | Business | | +| | | plan’s | International | | +| | | monthly | CallingStarting | | +| | | allowance | in February | | +| | | and may | 2023, Contoso | | +| | | result in | Business | | +| | | overage | International | | +| | | charges. | Calling per- | | +| | | (Source: | minute rates | | +| | | Content) | will decrease | | +| | | | for calls to | | +| | | | over 70 | | +| | | | countries and | | +| | | | increase to | | +| | | | $0.25/minute | | +| | | | for calls to | | +| | | | Nigeria. In | | +| | | | addition, the | | +| | | | monthly | | +| | | | recurring | | +| | | | charge will | | +| | | | increase to | | +| | | | $15/month per | | +| | | | line. You will | | +| | | | see these new | | +| | | | rates in 1-2 | | +| | | | bills. For | | +| | | | current feature | | +| | | | information, go | | +| | | | to att.com/bizi | | +| | | | ntlcalling. | | +| | | | Para obtener | | +| | | | mas información | | +| | | | en español | | +| | | | sobre este | | +| | | | aumento de | | +| | | | precio puede | | +| | | | comunicarse al | | +| | | | 1-800-331-0500. | | +| | | | To see the | | +| | | | current Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling rates | | +| | | | by country, go | | +| | | | to att.com/intl | | +| | | | calling (at the | | +| | | | “See eligible | | +| | | | countries and | | +| | | | rates” link.) | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling is an | | +| | | | international | | +| | | | long distance | | +| | | | calling package | | +| | | | that helps keep | | +| | | | a customer’s | | +| | | | employees | | +| | | | connected when | | +| | | | calling from | | +| | | | the U.S., | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands to | | +| | | | their | | +| | | | colleagues and | | +| | | | customers | | +| | | | located abroad | | +| | | | in over 225 | | +| | | | countries. | | +| | | | Qualifying | | +| | | | Questions | | | +| | | | Procedures | | | +| | | | Set | | +| | | | Expectations | | | +| | | | FAQ Feature | | +| | | | Details MRC - | | +| | | | $15/mo. per | | +| | | | line SOC - | | +| | | | ILDBWCADV | | +| | | | Unlimited | | +| | | | calling* from | | +| | | | the U.S. to | | +| | | | over 80 | | +| | | | countries | | +| | | | (rated at | | +| | | | $0/minute). | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | additional | | +| | | | countries. For | | +| | | | details on | | +| | | | available | | +| | | | countries and | | +| | | | rates, visit ht | | +| | | | tp://att.com/in | | +| | | | ternationalcall | | +| | | | ing. (at the | | +| | | | "See eligible | | +| | | | countries and | | +| | | | rates" link) | | +| | | | Incompatible | | +| | | | with: | | +| | | | ICR – Call | | +| | | | restriction SOC | | +| | | | ICR1– Call | | +| | | | restriction SOC | | +| | | | ICR2– Call | | +| | | | restriction SOC | | +| | | | ILDWCADV – Contoso | | +| | | | International | | +| | | | Calling ILNYDR | | +| | | | – Contoso | | +| | | | Dominican | | +| | | | Republic | | +| | | | ZZNOILD – ILD | | +| | | | restriction SOC | | +| | | | ZZNOILD2 – ILD | | +| | | | restriction SOC | | +| | | | (formerly | | +| | | | ZZNOILD) | | +| | | | *Unlimited | | +| | | | calling | | +| | | | requires a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | unlimited | | +| | | | domestic | | +| | | | calling. If the | | +| | | | customer has a | | +| | | | domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. For | | +| | | | more | | +| | | | information on | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling, click | | +| | | | here. | | +| | | | Qualifying | | +| | | | Questions How | | +| | | | often do you | | +| | | | call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | Which countries | | +| | | | do you call? | | +| | | | How many of | | +| | | | your vendors, | | +| | | | customers or | | +| | | | colleagues live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your business | | +| | | | frequently | | +| | | | require you to | | +| | | | call another | | +| | | | country? | | +| | | | Procedures | | +| | | | Check | | +| | | | eligibility | | +| | | | (see ILD | | +| | | | Dialing | | +| | | | Eligibility in | | +| | | | Related Links). | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Provision the | | +| | | | feature in | | +| | | | OPUS. Set | | +| | | | Expectations | | +| | | | Explain what's | | +| | | | included or | | +| | | | covered. | | +| | | | Effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Explain | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. If | | +| | | | the customer | | +| | | | has a domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. | | +| | | | Source: | | +| | | | Content: | | +| | | | 2 BCSS | | +| | | | representatives | | +| | | | are required to | | +| | | | fully discuss | | +| | | | and provision | | +| | | | all | | +| | | | international | | +| | | | features and | | +| | | | rate plan adds | | +| | | | and changes. | | +| | | | Voice: | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired).  | | +| | | | Messaging: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages.  | | +| | | | Only offer | | +| | | | currently | | +| | | | available | | +| | | | features.  | | +| | | | 3 Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See  | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso Wo | | +| | | | rld: www.att.co | | +| | | | m/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Long Distance | | +| | | | Review the | | +| | | | Country Code | | +| | | | and the correct | | +| | | | dialing | | +| | | | patterns for | | +| | | | the countries | | +| | | | the customer is | | +| | | | calling. | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | From the U.S. - | | +| | | | International | | +| | | | LD Messaging | | +| | | | feature | | +| | | | Sending - | | +| | | | International | | +| | | | text messages | | +| | | | sent from the | | +| | | | U.S. do not | | +| | | | draw from a | | +| | | | customer's | | +| | | | domestic | | +| | | | messaging plan: | | +| | | | After included | | +| | | | international | | +| | | | messages are | | +| | | | exceeded, | | +| | | | billing is as | | +| | | | follows: | | +| | | | Text - $0.25 | | +| | | | per message  | | +| | | | Picture/Video - | | +| | | | $0.50  | | +| | | | Receiving - | | +| | | | Messages | | +| | | | received from | | +| | | | an | | +| | | | international | | +| | | | number are | | +| | | | billed at the | | +| | | | domestic PPU | | +| | | | rate or | | +| | | | deducted from | | +| | | | the domestic | | +| | | | messaging | | +| | | | package.  | | +| | | | 4 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see OPUS Hub | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international  | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if the | | +| | | | feature was | | +| | | | provisioned | | +| | | | correctly: | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | feature: ◦In | | +| | | | the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - Class | | +| | | | of Service | | +| | | | Restrictions | | +| | | | section: | | +| | | | Outbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Inbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Clarify and | | +| | | | confirm that | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing and | | +| | | | not with | | +| | | | domestic | | +| | | | dialing.  | | +| | | | Source: | | +| | | | Content: If the | | +| | | | customer has | | +| | | | the appropriate | | +| | | | feature for | | +| | | | International | | +| | | | LD Dialing, are | | +| | | | no restrictions | | +| | | | in TORCH, and | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing see | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS and review | | +| | | | subtopics such | | +| | | | as Country | | +| | | | Codes and | | +| | | | Dialing Interna | | +| | | | tionally.  If | | +| | | | you have | | +| | | | exhausted all | | +| | | | troubleshooting | | +| | | | steps and the | | +| | | | customer is | | +| | | | still unable to | | +| | | | dial long | | +| | | | distance intern | | +| | | | ationally, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS If the | | +| | | | customer has | | +| | | | OfficeDirect | | +| | | | and cannot dial | | +| | | | long distance i | | +| | | | nternationally, | | +| | | | transfer the | | +| | | | caller to BM | | +| | | | IoT. Back to | | +| | | | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: | | +| | | | Eligibility | | | +| | | | Provisioning | | | +| | | | Troubleshooting | | +| | | | | Additional | | +| | | | Resources What | | +| | | | is | | +| | | | International | | +| | | | Long Distance | | +| | | | The customer is | | +| | | | in the U.S.  | | +| | | | They are using | | +| | | | the mobile | | +| | | | device to | | +| | | | call/send a | | +| | | | message to | | +| | | | someone in a | | +| | | | foreign | | +| | | | country. | | +| | | | Example: The | | +| | | | customer is in | | +| | | | Atlanta placing | | +| | | | a call or | | +| | | | sending a text | | +| | | | message to | | +| | | | Germany.  | | +| | | | Exception: | | +| | | | These countries | | +| | | | and territories | | +| | | | use the North | | +| | | | American Number | | +| | | | plan and the | | +| | | | ILD feature is | | +| | | | not needed to | | +| | | | call: | | +| | | | American | | +| | | | Samoa,* | | +| | | | Anguilla, | | +| | | | Antigua, | | +| | | | Barbuda, | | +| | | | Bahamas, | | +| | | | Barbados, | | +| | | | Bermuda, | | +| | | | British | | +| | | | Dominican | | +| | | | Republic, | | +| | | | Canada, | | +| | | | Grenada, | | +| | | | Jamaica, | | +| | | | Montserrat, St. | | +| | | | Lucia, St. | | +| | | | Kitts, Nevis, | | +| | | | St. Vincent, | | +| | | | the Grenadines, | | +| | | | Sint Maarten | | +| | | | (this is not | | +| | | | St. Martin), | | +| | | | Trinidad, | | +| | | | Tobago, Turks, | | +| | | | Caicos, and | | +| | | | U.S. | | +| | | | territories | | +| | | | (Guam, Northern | | +| | | | Mariana | | +| | | | Islands, Puerto | | +| | | | Rico, and the | | +| | | | USVI) | | +| | | | *Calls to | | +| | | | American Samoa | | +| | | | rate as an | | +| | | | international | | +| | | | toll call. | | +| | | | Recommend an | | +| | | | ILD feature for | | +| | | | customers | | +| | | | calling | | +| | | | American Samoa. | | +| | | | Back to Top | | +| | | | Eligibility | | +| | | | CRU (FAN/Non- | | +| | | | FAN) | | +| | | | Enterprise GBS | | +| | | | - All | | +| | | | international | | +| | | | services are | | +| | | | available to | | +| | | | Enterprise | | +| | | | customers | | +| | | | (TLG/NBI - | | +| | | | credit class A, | | +| | | | J, M) at time | | +| | | | of activation.  | | +| | | | For all other | | +| | | | CRU customers, | | +| | | | eligibility | | +| | | | rules are as | | +| | | | follows:  | | +| | | | Any | | +| | | | international | | +| | | | long distance | | +| | | | service is | | +| | | | available at | | +| | | | activation to | | +| | | | customers in | | +| | | | Contoso Retail | | +| | | | with qualifying | | +| | | | credit | | +| | | | classes.  | | +| | | | Otherwise, 3 | | +| | | | months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN with good | | +| | | | payment history | | +| | | | and no current | | +| | | | fraud hotline | | +| | | | is required.  | | +| | | | SIG | | +| | | | BMC/BME: | | +| | | | Transfer all | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | requests to | | +| | | | provision | | +| | | | international | | +| | | | features to | | +| | | | Consumer | | +| | | | Customer | | +| | | | Service.  | | +| | | | Others: Check | | +| | | | Eligibility  | | +| | | | Three months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN  A good | | +| | | | payment | | +| | | | history  No | | +| | | | current fraud | | +| | | | hotline  | | +| | | | Exception: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | packages do not | | +| | | | require an | | +| | | | eligibility | | +| | | | check, | | +| | | | provision.  | | +| | | | The billing | | +| | | | system | | +| | | | automatically | | +| | | | checks the | | +| | | | above | | +| | | | eligibility | | +| | | | rules upon | | +| | | | provisioning. | | +| | | |  See | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | Eligibility  | | +| | | | Back to Top | | +| | | | Provisioning | | +| | | | International | | +| | | | Feature Already | | +| | | | Provisioned | | +| | | | Assist the | | +| | | | customer with | | +| | | | their request. | | +| | | | Verify Feature | | +| | | | is Provisioned | | +| | | | Verify the | | +| | | | feature is in | | +| | | | the billing | | +| | | | system | | +| | | | (Telegence). | | +| | | | Verify the | | +| | | | information in | | +| | | | TORCH matches | | +| | | | the feature in | | +| | | | the billing | | +| | | | system. | | +| | | | If Then | | +| | | | Not Provisioned | | +| | | | Correctly | | +| | | | Follow Check | | +| | | | International | | +| | | | Features | | +| | | | Provisioning - | | +| | | | TORCH | | +| | | | Provisioned | | +| | | | Correctly | | +| | | | Review the | | +| | | | feature | | +| | | | expectations | | +| | | | with the | | +| | | | customer | | +| | | | in step 3  of | | +| | | | the No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | section. | | +| | | | Add / Change | | +| | | | Feature Follow | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | steps. | | +| | | | Remove Feature | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know | | +| | | | Inform the | | +| | | | customer they | | +| | | | can add and | | +| | | | remove | | +| | | | International | | +| | | | Voice and Data | | +| | | | features: | | +| | | | CRU customers: | | +| | | | Use Premier. | | +| | | | If the feature | | +| | | | is removed or | | +| | | | set to be | | +| | | | removed on a | | +| | | | future date:  | | +| | | | Explain how the | | +| | | | prorated | | +| | | | charges will | | +| | | | appear on the | | +| | | | customer's next | | +| | | | bill following | | +| | | | the feature | | +| | | | removal.  | | +| | | | Explain any | | +| | | | prorated | | +| | | | minutes or | | +| | | | messages, if | | +| | | | applicable.  | | +| | | | Advise the | | +| | | | customer that | | +| | | | dialing to a | | +| | | | country within | | +| | | | the North | | +| | | | American | | +| | | | Numbering plan | | +| | | | does not | | +| | | | require an ILD | | +| | | | feature on the | | +| | | | customer's | | +| | | | mobile number | | +| | | | and they still | | +| | | | have the | | +| | | | ability to dial | | +| | | | to these | | +| | | | countries: | | +| | | | Refer to Intern | | +| | | | ational Long | | +| | | | Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired). | | +| | | | Charges may | | +| | | | take up to 60 | | +| | | | days for | | +| | | | minutes (or | | +| | | | charges) used | | +| | | | outside their | | +| | | | home area to | | +| | | | appear on their | | +| | | | bill. | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | 1 Confirm the | | +| | | | customer's | | +| | | | eligibility. | | +| | | | If not | | +| | | | eligible, and | | +| | | | requesting an | | +| | | | exception, foll | | +| | | | ow Internationa | | +| | | | l Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS. | | +| | | | Per the | | +| | | | exception | | +| | | | process for CRU | | +| | | | customers, | | +| | | | review features | | +| | | | and | | +| | | | expectations | | +| | | | before | | +| | | | requesting an | | +| | | | international | | +| | | | feature. | | +| | | | Source: | | +| | | | Content: . | | +| | | | Refer them to | | +| | | | their sales | | +| | | | account manager | | +| | | | for further | | +| | | | assistance. | | +| | | | BMC specialists | | +| | | | are required to | | +| | | | assist with | | +| | | | questions on | | +| | | | International | | +| | | | Device | | +| | | | Frequency, | | +| | | | Compatibility, | | +| | | | and Coverage. | | +| | | | Refer to the | | +| | | | Wireless Travel | | +| | | | Guide to find: | | +| | | | A list of | | +| | | | countries and | | +| | | | offers | | +| | | | Available | | +| | | | services and | | +| | | | technology | | +| | | | Information on | | +| | | | HD Voice | | +| | | | Information on | | +| | | | domestic rate | | +| | | | plan coverage | | +| | | | Back to Top | | +| | | | Additional | | +| | | | Resources Bill | | +| | | | Inquiry | | +| | | | International | | +| | | | Roaming Bill | | +| | | | Inquiry - BCSS | | +| | | | Customer | | +| | | | Notifications | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Data Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Text Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Voice Usage | | +| | | | Device How | | +| | | | to Use Your | | +| | | | Phone Outside | | +| | | | of the U.S. - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS Expired | | +| | | | International | | +| | | | Roaming Offers | | +| | | | CRU can still | | +| | | | add in business | | +| | | | channels only.  | | +| | | | For more see | | +| | | | World Traveler | | +| | | | Per Minute | | +| | | | Rate. Gulf | | +| | | | of Mexico | | +| | | | Roaming | | +| | | | International | | +| | | | Day Pass | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide Contoso | | +| | | | Coverage Viewer | | +| | | | Enter the | | +| | | | destination | | +| | | | address, ZIP | | +| | | | code, country, | | +| | | | or landmark in | | +| | | | the search | | +| | | | field.  Select | | +| | | | Wireless | | +| | | | Coverage Type > | | +| | | | International | | +| | | | >Voice, Data, | | +| | | | or Discount | | +| | | | Data > | | +| | | |  Search.  | | +| | | | Google Map | | +| | | | International | | +| | | | Services FAQ | | +| | | | PPU - | | +| | | | International | | +| | | | Data PPU | | +| | | | rates apply | | +| | | | when the | | +| | | | customer does | | +| | | | not have an OTC | | +| | | | or MRC Passport | | +| | | | package and | | +| | | | also apply when | | +| | | | outside the | | +| | | | countries that | | +| | | | the packages | | +| | | | cover. For a | | +| | | | list of | | +| | | | countries | | +| | | | covered by | | +| | | | these Passport | | +| | | | packages, see a | | +| | | | tt.com/globalco | | +| | | | untries. PPU | | +| | | | data rate in | | +| | | | all countries | | +| | | | (including | | +| | | | Canada) is | | +| | | | $0.002/KB | | +| | | | ($2.05/MB). | | +| | | | PPU data rate | | +| | | | for airlines is | | +| | | | $0.01/KB | | +| | | | ($10.24/MB). | | +| | | | PPU data rate | | +| | | | for cruise | | +| | | | ships is | | +| | | | $0.006/KB | | +| | | | ($6.14/MB). | | +| | | | PPU - | | +| | | | International | | +| | | | Talk & Text  | | +| | | | PPU Rates | | +| | | | Talk  Per | | +| | | | Minute Rate | | +| | | | Text Rate | | +| | | | Canada/Mexico | | +| | | | $1/minute | | +| | | | SMS sent - | | +| | | | $0.50  MMS | | +| | | | sent - $1.30  | | +| | | | SMS/MMS | | +| | | | received while | | +| | | | roaming is | | +| | | | charged at | | +| | | | domestic rates. | | +| | | | Europe | | +| | | | $2/minute | | +| | | | Rest of World | | +| | | | $3/minute | | +| | | | Airlines & | | +| | | | Cruise Ships | | +| | | | $3/minute Back | | +| | | | to Top Source: | | ++----+----------------+----------------+------------------+--------------+ +| 26 | Can | I don't | Content: Jump | 1 | +| | customers | know. Can | to: What I Need | | +| | participate | you please | to Know | What | | +| | in the | provide more | the Customer | | +| | national | context or | Needs to Know | | | +| | trade-in | information | FAQ This | | +| | promotions | about the | article | | +| | with Contoso | specific | provides detail | | +| | Business | national | on using the | | +| | Trade-In? | trade-in | Contoso Business | | +| | | promotions | Trade-In | | +| | | you are | program and | | +| | | referring | tool to provide | | +| | | to? | value back to | | +| | | | CRU Business | | +| | | | customers for | | +| | | | their Mobile | | +| | | | devices.Looking | | +| | | | for Trade-In | | +| | | | promo support? | | +| | | | See Premium | | +| | | | Device Trade-In | | +| | | | Offer - BCSS | | +| | | | and Tiered Gets | | +| | | | Better with | | +| | | | Trade-In - | | +| | | | BCSS. The Contoso | | +| | | | Business Trade- | | +| | | | In program | | +| | | | enables CRU | | +| | | | Business | | +| | | | customers in | | +| | | | all segments to | | +| | | | earn credits on | | +| | | | their Contoso | | +| | | | wireless BAN | | +| | | | for mobile | | +| | | | devices | | +| | | | returned to | | +| | | | Contoso. When | | +| | | | customers are | | +| | | | upgrading | | +| | | | lines, porting | | +| | | | in lines, or | | +| | | | have devices | | +| | | | they're no | | +| | | | longer using, | | +| | | | use the tool to | | +| | | | configure a | | +| | | | quote for | | +| | | | device trade- | | +| | | | ins to help | | +| | | | them offset the | | +| | | | costs of any | | +| | | | new Contoso | | +| | | | equipment or | | +| | | | service | | +| | | | purchases. No | | +| | | | purchase is | | +| | | | necessary to | | +| | | | take advantage | | +| | | | of the tool. | | +| | | | Win more | | +| | | | business faster | | +| | | | by offering | | +| | | | trade-ins to | | +| | | | your customers: | | +| | | | The value from | | +| | | | the devices can | | +| | | | be used to | | +| | | | invest in new | | +| | | | solutions, | | +| | | | including | | +| | | | devices, Mobile | | +| | | | Protection Pack | | +| | | | for Business, | | +| | | | AMAs, security, | | +| | | | and so on. | | +| | | | Heads Up: The | | +| | | | customer must | | +| | | | be the sole and | | +| | | | rightful owner | | +| | | | of the device | | +| | | | they're trading | | +| | | | in. If they're | | +| | | | trading a | | +| | | | device on Contoso | | +| | | | Next, Equipment | | +| | | | Installment | | +| | | | Plan (EIP), or | | +| | | | a device that | | +| | | | was under a | | +| | | | 2-year | | +| | | | contract, the | | +| | | | balance must be | | +| | | | paid in full | | +| | | | before it can | | +| | | | be traded for | | +| | | | value on their | | +| | | | account. Contoso | | +| | | | Business Trade- | | +| | | | In Tool | | +| | | | Instructions | | +| | | | To learn how to | | +| | | | configure a | | +| | | | quote for your | | +| | | | customer, watch | | +| | | | the Trade-In | | +| | | | Tool Video | | +| | | | Demo. Once you | | +| | | | configure and | | +| | | | submit the | | +| | | | quote, the | | +| | | | customer | | +| | | | receives an | | +| | | | email detailing | | +| | | | how to access | | +| | | | the quote to | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions | | +| | | | (T&C), request | | +| | | | prepaid | | +| | | | materials and | | +| | | | labels to | | +| | | | return devices, | | +| | | | and to manage | | +| | | | their quotes | | +| | | | and reports. | | +| | | | When in context | | +| | | | in OPUS working | | +| | | | with a | | +| | | | customer, you | | +| | | | can access the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | through links | | +| | | | we've added to | | +| | | | OPUS and | | +| | | | Clarify. | | +| | | | Additionally, | | +| | | | when you click | | +| | | | the link, it | | +| | | | automatically | | +| | | | logs into the | | +| | | | tool; no need | | +| | | | to manage | | +| | | | separate login | | +| | | | credentials. | | +| | | | From OPUS, you | | +| | | | have 3 ways to | | +| | | | access the | | +| | | | trade-in tool: | | +| | | | OPUS Quick | | +| | | | Links Menu: | | +| | | | OPUS Quick | | +| | | | Links - | | +| | | | Screenshot | | +| | | | Accessibility | | +| | | | to this view | | +| | | | depends upon | | +| | | | user profile. | | +| | | | Not available | | +| | | | in all channels | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In Tool link | | +| | | | does not show | | +| | | | in OPUS Quick | | +| | | | Links until a | | +| | | | customer | | +| | | | account is | | +| | | | pulled up and | | +| | | | verified in | | +| | | | OPUS. | | +| | | | Customer | | +| | | | Summary Page: | | +| | | | If Then | | +| | | | Business Care | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Business Sales | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Order | | +| | | | Confirmation | | +| | | | Page: Order | | +| | | | Confirmation | | +| | | | Page - | | +| | | | Screenshot | | +| | | | From Clarify, | | +| | | | you have 2 ways | | +| | | | to access the | | +| | | | trade-in tool: | | +| | | | Quick Actions: | | +| | | | Quick Actions - | | +| | | | Screenshot | | +| | | | Needs - Tools & | | +| | | | Assistance: | | +| | | | Needs - Tools & | | +| | | | Assistance - | | +| | | | Screenshot | | +| | | | Select Create a | | +| | | | Quote. FAN and | | +| | | | BAN: The tool | | +| | | | uses the FAN | | +| | | | attached to the | | +| | | | account you | | +| | | | accessed in | | +| | | | OPUS and | | +| | | | displays all | | +| | | | the BANs | | +| | | | associated with | | +| | | | it. FAN and | | +| | | | BANs - | | +| | | | Screenshot | | +| | | | Select the BAN | | +| | | | the customer | | +| | | | would like the | | +| | | | trade-in credit | | +| | | | applied to. | | +| | | | Search for the | | +| | | | device type | | +| | | | they're seeking | | +| | | | to trade in. | | +| | | | Tool Tip: | | +| | | | Searching for a | | +| | | | specific device | | +| | | | returns fewer | | +| | | | options. For | | +| | | | example, | | +| | | | searching | | +| | | | iPhone would | | +| | | | return every | | +| | | | style of | | +| | | | iPhone; | | +| | | | searching | | +| | | | iPhone 6 | | +| | | | narrows the | | +| | | | results to the | | +| | | | available | | +| | | | iPhone 6 | | +| | | | models. Search | | +| | | | - Screenshot | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | displays search | | +| | | | results. The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program accepts | | +| | | | devices | | +| | | | previously on | | +| | | | other carrier | | +| | | | networks. | | +| | | | Multiple | | +| | | | carriers | | +| | | | display; select | | +| | | | the correct | | +| | | | carrier and | | +| | | | device | | +| | | | capacity. In | | +| | | | the Quantity | | +| | | | field, enter | | +| | | | the number of | | +| | | | devices and | | +| | | | click Add | | +| | | | Device. The | | +| | | | quantity of 1 | | +| | | | is the default. | | +| | | | The device you | | +| | | | selected | | +| | | | appears in the | | +| | | | Selected | | +| | | | devices cart. | | +| | | | Selected | | +| | | | Devices - | | +| | | | Screenshot | | +| | | | When all | | +| | | | devices are | | +| | | | added, select | | +| | | | Review Quote. | | +| | | | Review Quote - | | +| | | | Screenshot A | | +| | | | summary page | | +| | | | displays. | | +| | | | Review for | | +| | | | accuracy. Make | | +| | | | adjustments to | | +| | | | the trade-in | | +| | | | quote, such as | | +| | | | devices or | | +| | | | quantities on | | +| | | | this page. | | +| | | | Quote Summary - | | +| | | | Screenshot If | | +| | | | all information | | +| | | | is correct: | | +| | | | In the | | +| | | | appropriate | | +| | | | field (if not | | +| | | | already), enter | | +| | | | their company | | +| | | | name. Select | | +| | | | Generate. | | +| | | | Generate - | | +| | | | ScreenshotA | | +| | | | quote summary | | +| | | | and number | | +| | | | generate. Quote | | +| | | | Summary - | | +| | | | Screenshot | | +| | | | Click Add | | +| | | | Customer | | +| | | | Information. | | +| | | | Review the | | +| | | | auto-populated | | +| | | | Primary contact | | +| | | | information | | +| | | | fields with | | +| | | | your customer | | +| | | | and enter any | | +| | | | missing | | +| | | | information: | | +| | | | Customer Email | | +| | | | Address Source: | | +| | | | Content: . | | +| | | | Confirm this | | +| | | | email address | | +| | | | to ensure they | | +| | | | receive the | | +| | | | quote. BAN | | +| | | | FANCustomer | | +| | | | Information - | | +| | | | Screenshot 10 | | +| | | | Prior to | | +| | | | submitting, | | +| | | | cover their | | +| | | | next steps to | | +| | | | properly | | +| | | | prepare devices | | +| | | | for trade-in. | | +| | | | If they're | | +| | | | upgrading and | | +| | | | receiving new | | +| | | | devices, as | | +| | | | well as trading | | +| | | | in devices, | | +| | | | they must use | | +| | | | the unique | | +| | | | shipping | | +| | | | materials and | | +| | | | labels from the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program to ship | | +| | | | their trade-in | | +| | | | devices back. | | +| | | | They should not | | +| | | | use the label | | +| | | | included with | | +| | | | their new | | +| | | | device. Using | | +| | | | the return | | +| | | | label that | | +| | | | arrives with | | +| | | | the new device | | +| | | | causes the | | +| | | | trade-in device | | +| | | | to return to | | +| | | | the wrong | | +| | | | warehouse and | | +| | | | prevents them | | +| | | | from receiving | | +| | | | credit.Suggeste | | +| | | | d Verbiage: | | +| | | | You'll receive | | +| | | | an email | | +| | | | shortly giving | | +| | | | you | | +| | | | instructions to | | +| | | | log into Contoso | | +| | | | Business Trade- | | +| | | | In to review | | +| | | | and accept the | | +| | | | quote I've | | +| | | | created for | | +| | | | you. Once you | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions, | | +| | | | you'll receive | | +| | | | customized | | +| | | | shipping | | +| | | | materials to | | +| | | | the address you | | +| | | | provide within | | +| | | | 5-7 business | | +| | | | days. Use only | | +| | | | these materials | | +| | | | to return | | +| | | | devices to | | +| | | | ensure accurate | | +| | | | tracking of | | +| | | | your trade-ins. | | +| | | | The shipping | | +| | | | materials | | +| | | | include | | +| | | | everything | | +| | | | you'll need to | | +| | | | send in your | | +| | | | devices | | +| | | | including | | +| | | | boxes, | | +| | | | cardboard | | +| | | | dividers, | | +| | | | sleeves to | | +| | | | protect the | | +| | | | phones, and | | +| | | | prepaid UPS | | +| | | | return labels. | | +| | | | You'll also | | +| | | | receive | | +| | | | valuable | | +| | | | information | | +| | | | about: How | | +| | | | to turn off | | +| | | | activation | | +| | | | locks prior to | | +| | | | shipping | | +| | | | devices How to | | +| | | | update the | | +| | | | quote 11 | | +| | | | Select Submit | | +| | | | to Customer and | | +| | | | a pop-up | | +| | | | displays. | | +| | | | Acknowledgement | | +| | | | - Screenshot | | +| | | | 12 Select Send | | +| | | | Quote to | | +| | | | proceed and | | +| | | | submit the | | +| | | | quote for their | | +| | | | review. Upon | | +| | | | submission, | | +| | | | they receive | | +| | | | the quote sent | | +| | | | to the email | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. The | | +| | | | email includes | | +| | | | the details of | | +| | | | their trade-in | | +| | | | quote, such as: | | +| | | | Instructions on | | +| | | | accessing the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | via links | | +| | | | within their | | +| | | | Premier account | | +| | | | Quote #/$ Value | | +| | | | /Expiration | | +| | | | Date 14 If | | +| | | | your customer | | +| | | | calls with | | +| | | | questions about | | +| | | | their quote, | | +| | | | status of their | | +| | | | shipping | | +| | | | materials, | | +| | | | receipt of | | +| | | | their devices, | | +| | | | or trade-in | | +| | | | credit, warm | | +| | | | transfer them | | +| | | | to the Contoso | | +| | | | Business Trade- | | +| | | | In Support Team | | +| | | | available at | | +| | | | 866.993.5800 | | +| | | | (Monday-Friday, | | +| | | | 9 a.m. - 5 p.m. | | +| | | | CT) or via | | +| | | | email at suppor | | +| | | | t@attbusinesstr | | +| | | | adein.com. | | +| | | | Accept/Edit the | | +| | | | Quote | | +| | | | Instructions to | | +| | | | access the | | +| | | | quote are | | +| | | | emailed to | | +| | | | customers using | | +| | | | the email | | +| | | | address they | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. To | | +| | | | accept or edit | | +| | | | the trade-in | | +| | | | quote, they | | +| | | | access the link | | +| | | | to their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool through | | +| | | | their Premier | | +| | | | account. | | +| | | | Within Premier, | | +| | | | they can access | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In link | | +| | | | (labeled Trade- | | +| | | | In Program) 2 | | +| | | | ways: | | +| | | | Premier Online | | +| | | | Care: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Premier Online | | +| | | | Sales: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Heads Up: | | +| | | | Customers that | | +| | | | have been | | +| | | | migrated to | | +| | | | myatt.com will | | +| | | | need to access | | +| | | | the link to | | +| | | | their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | included in the | | +| | | | email or use ww | | +| | | | w.attbusinesstr | | +| | | | adein.com. | | +| | | | After selecting | | +| | | | Trade-In | | +| | | | Program, from | | +| | | | the homepage | | +| | | | they select | | +| | | | Manage Quotes. | | +| | | | Manage Quotes - | | +| | | | Screenshot Now | | +| | | | they can select | | +| | | | the quote you | | +| | | | created for | | +| | | | them by | | +| | | | clicking the | | +| | | | quote number. | | +| | | | Quotes - | | +| | | | Screenshot | | +| | | | Click the Add | | +| | | | Contact | | +| | | | Information | | +| | | | button. Once | | +| | | | selected: | | +| | | | They can edit | | +| | | | the make, | | +| | | | model, and | | +| | | | quantity of | | +| | | | devices prior | | +| | | | to accepting | | +| | | | it. Effective | | +| | | | April 7, 20019, | | +| | | | Contoso Business | | +| | | | Trade-In will | | +| | | | provide 2 | | +| | | | options for | | +| | | | customers to | | +| | | | receive prepaid | | +| | | | shipping labels | | +| | | | for their | | +| | | | locations to | | +| | | | return devices. | | +| | | | Customers | | +| | | | select one of | | +| | | | the options | | +| | | | when accepting | | +| | | | their trade-in | | +| | | | quote. | | +| | | | Option 1: Link | | +| | | | provided for | | +| | | | location(s) to | | +| | | | print prepaid | | +| | | | labels and use | | +| | | | their own | | +| | | | shipping | | +| | | | materials (link | | +| | | | available | | +| | | | immediately). | | +| | | | Option 2: Contoso | | +| | | | Business Trade- | | +| | | | In sends | | +| | | | prepaid labels | | +| | | | and free | | +| | | | shipping | | +| | | | materials to | | +| | | | locations | | +| | | | (materials | | +| | | | arrive in 5 – 7 | | +| | | | days). The | | +| | | | customer | | +| | | | accepts the | | +| | | | T&Cs and | | +| | | | receive an | | +| | | | email | | +| | | | confirmation | | +| | | | with: | | +| | | | Information | | +| | | | about shipping | | +| | | | materials - | | +| | | | Including link | | +| | | | to print labels | | +| | | | if they | | +| | | | selected that | | +| | | | option. Steps | | +| | | | to ensure | | +| | | | smooth | | +| | | | processing. | | +| | | | Explanation of | | +| | | | the processing | | +| | | | and credit | | +| | | | process. Contoso | | +| | | | Business Trade- | | +| | | | In Processing | | +| | | | Center Receives | | +| | | | Devices The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Processing | | +| | | | Center confirms | | +| | | | actual trade-in | | +| | | | value based on | | +| | | | device | | +| | | | conditions. | | +| | | | Does the device | | +| | | | power on and | | +| | | | off? Has the | | +| | | | Activation Lock | | +| | | | been disabled | | +| | | | (Find my | | +| | | | iPhone-FMiP)? | | +| | | | Is the device | | +| | | | functioning | | +| | | | correctly and | | +| | | | intact, free of | | +| | | | any chips, | | +| | | | cracks, | | +| | | | bruised/dead | | +| | | | pixels, or | | +| | | | burn-in? | | +| | | | Source: | | +| | | | Content: -mail | | +| | | | which contains | | +| | | | link to prepaid | | +| | | | shipping label. | | +| | | | ¶ Users also | | +| | | | have the | | +| | | | ability to | | +| | | | educate | | +| | | | customers of | | +| | | | the potential | | +| | | | trade-in value | | +| | | | of their device | | +| | | | by entering the | | +| | | | make and model | | +| | | | of their | | +| | | | current | | +| | | | device.¶ This | | +| | | | step is not | | +| | | | required to | | +| | | | proceed but | | +| | | | will help to | | +| | | | level set | | +| | | | promotional | | +| | | | eligibility.¶ | | +| | | | The trade-in | | +| | | | promo opt-in is | | +| | | | at the order | | +| | | | level.¶ ¶ The | | +| | | | line level | | +| | | | promo is | | +| | | | displayed on | | +| | | | the ‘Review | | +| | | | Order’ page. | | +| | | | Customer can | | +| | | | have different | | +| | | | trade-in | | +| | | | promotions in | | +| | | | the same order | | +| | | | based on each | | +| | | | line’s | | +| | | | qualifying | | +| | | | purchases. | | +| | | | Seller must | | +| | | | enter the | | +| | | | customer email | | +| | | | address | | +| | | | Customers will | | +| | | | be sent an | | +| | | | email regarding | | +| | | | the promotion | | +| | | | once the | | +| | | | eligible device | | +| | | | ships.¶ Again, | | +| | | | If the customer | | +| | | | is NOT opt’ d | | +| | | | into the | | +| | | | promotion they | | +| | | | will NOT | | +| | | | receive the | | +| | | | Trade-In | | +| | | | promotion | | +| | | | e-mail which | | +| | | | contains link | | +| | | | to prepaid | | +| | | | shipping label. | | +| | | | ¶ Do NOT use | | +| | | | the Trade-In | | +| | | | tool for any | | +| | | | customer taking | | +| | | | advantage of | | +| | | | promotional | | +| | | | Trade-In Offer. | | +| | | | Once the device | | +| | | | ships the | | +| | | | customer will | | +| | | | receive the | | +| | | | following email | | +| | | | that will | | +| | | | provide the | | +| | | | customer a link | | +| | | | to print their | | +| | | | own prepaid | | +| | | | self-service | | +| | | | shipping label. | | +| | | | Example can be | | +| | | | found below.¶ | | +| | | | ¶ This email | | +| | | | can take | | +| | | | approx. 3 | | +| | | | business days | | +| | | | from the time | | +| | | | that the device | | +| | | | ships. The | | +| | | | email also | | +| | | | allows the | | +| | | | customer to | | +| | | | review the T&Cs | | +| | | | of the trade-in | | +| | | | promo by | | +| | | | clicking ‘offer | | +| | | | details’. | | +| | | | Customers can | | +| | | | also contact | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | in customer | | +| | | | service to | | +| | | | request | | +| | | | physical | | +| | | | shipping | | +| | | | material. Once | | +| | | | the devices are | | +| | | | returned, they | | +| | | | are processed | | +| | | | to determine | | +| | | | promotion | | +| | | | eligibility.¶ | | +| | | | If the | | +| | | | processed | | +| | | | device does NOT | | +| | | | meet the | | +| | | | minimum Trade- | | +| | | | In device | | +| | | | value, the | | +| | | | customer will | | +| | | | not receive | | +| | | | promotional | | +| | | | installment | | +| | | | credits. ¶ If | | +| | | | all eligibility | | +| | | | criteria is met | | +| | | | the customer | | +| | | | can expect | | +| | | | their | | +| | | | installment | | +| | | | credits to be | | +| | | | applied and | | +| | | | appear within 3 | | +| | | | billing cycles. | | +| | | | ¶ ¶ Note: | | +| | | | Customer should | | +| | | | not at any time | | +| | | | use the BRE | | +| | | | label included | | +| | | | in the new | | +| | | | device box to | | +| | | | ship their | | +| | | | Trade-In | | +| | | | devices back. ¶ | | +| | | | ¶ If the BRE | | +| | | | label is | | +| | | | utilized the | | +| | | | customer will | | +| | | | NOT receive the | | +| | | | promotional | | +| | | | installment | | +| | | | credits.¶ What | | +| | | | the Customer | | +| | | | Can Expect¶ ¶ | | +| | | | Process begins | | +| | | | when the | | +| | | | Customer’s | | +| | | | order ships. | | +| | | | Not when it is | | +| | | | ordered. If a | | +| | | | customer has no | | +| | | | other | | +| | | | promotions | | +| | | | beyond the | | +| | | | Trade-in, they | | +| | | | will receive a | | +| | | | welcome email | | +| | | | from donotreply | | +| | | | @ATT.TradeIn- | | +| | | | Program.com in | | +| | | | 1-2 days.¶ | | +| | | | This email is | | +| | | | generated by an | | +| | | | automated | | +| | | | process and | | +| | | | includes a link | | +| | | | that allows the | | +| | | | customer to | | +| | | | print their own | | +| | | | return label ¶ | | +| | | | However¶ ¶ If | | +| | | | the customer | | +| | | | has multiple | | +| | | | promotions | | +| | | | stacked on the | | +| | | | order a manual | | +| | | | process is used | | +| | | | to generate the | | +| | | | welcome email | | +| | | | from, donotrepl | | +| | | | y@ATT.TradeIn- | | +| | | | Program.com and | | +| | | | it can take | | +| | | | 7-10 days for | | +| | | | the welcome | | +| | | | email to | | +| | | | arrive.¶ ¶ | | +| | | | Due to lack of | | +| | | | automation the | | +| | | | customer will | | +| | | | also be getting | | +| | | | a return label | | +| | | | shipped to them | | +| | | | - the process | | +| | | | can take an | | +| | | | additional 7-10 | | +| | | | days depending | | +| | | | on the speed of | | +| | | | the postal | | +| | | | service¶ | | +| | | | Customers need | | +| | | | to save the | | +| | | | tracking | | +| | | | numbers on | | +| | | | their return | | +| | | | labels, Contoso | | +| | | | has no way to | | +| | | | retrieve them | | +| | | | for the | | +| | | | customer.¶ ¶ | | +| | | | Once customer | | +| | | | have their | | +| | | | shipping | | +| | | | material | | +| | | | (either printed | | +| | | | out or sent to | | +| | | | them by mail) | | +| | | | they may return | | +| | | | their devices – | | +| | | | The customer | | +| | | | controls the | | +| | | | timeline on | | +| | | | this. Trade-in | | +| | | | travels to | | +| | | | Contoso’s trade-in | | +| | | | warehouse - Up | | +| | | | to a week | | +| | | | depending on | | +| | | | the postal | | +| | | | service When | | +| | | | the Package | | +| | | | arrives at the | | +| | | | Contoso Trade in | | +| | | | Center it is | | +| | | | scanned in.¶ | | +| | | | That scan | | +| | | | generates a | | +| | | | second email to | | +| | | | the customer | | +| | | | letting the | | +| | | | customer know | | +| | | | the device has | | +| | | | arrived at Contoso | | +| | | | and is being | | +| | | | assessed ¶ | | +| | | | Assessment | | +| | | | takes 7-10 | | +| | | | days. Once a | | +| | | | week a report | | +| | | | is sent to Contoso | | +| | | | for processing | | +| | | | – Every 7 days | | +| | | | Contoso Manually | | +| | | | formats the | | +| | | | report and | | +| | | | scrubs for | | +| | | | errors. – 7 | | +| | | | Days Contoso runs | | +| | | | scripting that | | +| | | | confirms or | | +| | | | denies | | +| | | | eligibility – 1 | | +| | | | day Credits | | +| | | | begin in 1 -2 | | +| | | | Bill cycles. | | +| | | | Most Accounts | | +| | | | will see | | +| | | | credits begin | | +| | | | within 3 | | +| | | | billing cycles | | +| | | | Wrong Label | | +| | | | (BRE) Used to | | +| | | | Return Trade-In | | +| | | | Device Check in | | +| | | | AIR/Order Track | | +| | | | to confirm if | | +| | | | device was | | +| | | | received to the | | +| | | | warehouse.¶ ¶ | | +| | | | In AIR, enter | | +| | | | the RMA number | | +| | | | listed as an | | +| | | | invoice | | +| | | | number.¶ ¶ | | +| | | | You can look up | | +| | | | the RMA number | | +| | | | that generated | | +| | | | during the | | +| | | | original order | | +| | | | in Order | | +| | | | Track.If the | | +| | | | RMA number | | +| | | | displays a | | +| | | | device in AIR, | | +| | | | the customer | | +| | | | has used the | | +| | | | BRE label | | +| | | | instead of the | | +| | | | return label.¶ | | +| | | | If device was | | +| | | | received by the | | +| | | | incorrect | | +| | | | warehouse, | | +| | | | create an | | +| | | | Clarify Urgent | | +| | | | Case to engage | | +| | | | the ICU team. | | +| | | | Include:¶ | | +| | | | CTN(s) needing | | +| | | | creditsName of | | +| | | | the | | +| | | | promotionM&P | | +| | | | IDCredit amount | | +| | | | anticipatedOrde | | +| | | | r numberAny | | +| | | | other relevant | | +| | | | information¶ | | +| | | | Source: | | +| | | | Content: | | +| | | | Provide the | | +| | | | customer the | | +| | | | case | | +| | | | information and | | +| | | | set expectation | | +| | | | of 3 business | | +| | | | days for ICU | | +| | | | team to | | +| | | | investigate. | | +| | | | If credit is | | +| | | | approved, | | +| | | | credits take up | | +| | | | to 3 billing | | +| | | | cycles. Note | | +| | | | the customer’s | | +| | | | account. For | | +| | | | access issues, | | +| | | | managers should | | +| | | | input a request | | +| | | | through | | +| | | | MyTickets as | | +| | | | representative | | +| | | | requests are | | +| | | | automatically | | +| | | | rejected. For | | +| | | | password | | +| | | | resets, use the | | +| | | | Global Login | | +| | | | Access Portal. | | +| | | | Customer Has | | +| | | | Not Received | | +| | | | Shipping | | +| | | | Materials or | | +| | | | Trade-In Email | | +| | | | Customers can: | | +| | | | ¶ ¶ Send an | | +| | | | email to the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Support mailbox | | +| | | | at support@attb | | +| | | | usinesstradein. | | +| | | | com. ¶ ¶ | | +| | | | Email should | | +| | | | include all | | +| | | | necessary | | +| | | | information | | +| | | | with Customer | | +| | | | Name / Email | | +| | | | Not Received or | | +| | | | Customer Name / | | +| | | | Shipping Kit | | +| | | | Not Received in | | +| | | | the subject | | +| | | | line.Emails are | | +| | | | responded to | | +| | | | within 48 | | +| | | | hours.¶ | | +| | | | Contact the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Support: | | +| | | | 866.993.5800, | | +| | | | M-F 9 am –5 pm | | +| | | | CT to request | | +| | | | materials be | | +| | | | sent. | | +| | | | Representatives | | +| | | | can:¶ ¶ | | +| | | | Contact the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Support: | | +| | | | 866-993-5800, | | +| | | | M-F 9 am –5 pm | | +| | | | CT to request | | +| | | | materials be | | +| | | | sent. Customer | | +| | | | Shipped Devices | | +| | | | But Has Not | | +| | | | Received | | +| | | | Installment | | +| | | | Credits - After | | +| | | | 3 or more | | +| | | | billing cycles | | +| | | | Create an | | +| | | | Clarify Urgent | | +| | | | Case to engage | | +| | | | the ICU team. | | +| | | | Include the | | +| | | | following | | +| | | | information¶ ¶ | | +| | | | CTN(s) needing | | +| | | | credits Name | | +| | | | of the | | +| | | | promotion M&P | | +| | | | ID Credit | | +| | | | amount | | +| | | | anticipated | | +| | | | Order number | | +| | | | Any other | | +| | | | relevant | | +| | | | information | | +| | | | Managers: In | | +| | | | most cases the | | +| | | | Urgent case | | +| | | | routing is | | +| | | | automatic | | +| | | | however, if | | +| | | | Clarify asks | | +| | | | for which Queue | | +| | | | to route to, | | +| | | | Select BRD- ICU | | +| | | | Non-Tech. | | +| | | | Customer | | +| | | | Requests Status | | +| | | | Update After | | +| | | | Returning | | +| | | | Device¶ ¶ | | +| | | | Confirm when | | +| | | | the customer | | +| | | | shipped the | | +| | | | device back if | | +| | | | it was done | | +| | | | recently (in | | +| | | | the last week) | | +| | | | ask if the | | +| | | | customer saved | | +| | | | their tracking | | +| | | | number.¶ ¶ | | +| | | | Customers can | | +| | | | use https://www | | +| | | | .usps.com/manag | | +| | | | e/ To track | | +| | | | their | | +| | | | package.Due to | | +| | | | privacy | | +| | | | concerns | | +| | | | representatives | | +| | | | do not have | | +| | | | access to the | | +| | | | Customer’s | | +| | | | tracking number | | +| | | | ¶ If the | | +| | | | customer | | +| | | | returned the | | +| | | | device more | | +| | | | than a week | | +| | | | ago, confirm if | | +| | | | the customer | | +| | | | has gotten a | | +| | | | follow up email | | +| | | | confirming | | +| | | | receipt? If no | | +| | | | email | | +| | | | confirmation | | +| | | | has been | | +| | | | received, | | +| | | | confirm if the | | +| | | | customer Used | | +| | | | the Return | | +| | | | Label they | | +| | | | printed or | | +| | | | received | | +| | | | separately from | | +| | | | their order, or | | +| | | | if they used | | +| | | | the label in | | +| | | | the box with | | +| | | | their new | | +| | | | device. If the | | +| | | | customer is | | +| | | | uncertain:¶ | | +| | | | Check in | | +| | | | AIR/Order Track | | +| | | | to confirm if | | +| | | | device was | | +| | | | received to the | | +| | | | warehouse.In | | +| | | | AIR, enter the | | +| | | | RMA number | | +| | | | listed as an | | +| | | | invoice | | +| | | | number.You can | | +| | | | look up the RMA | | +| | | | number that | | +| | | | generated | | +| | | | during the | | +| | | | original order | | +| | | | in Order | | +| | | | Track.If Air | | +| | | | shows a return | | +| | | | follow the BRE | | +| | | | process above ¶ | | +| | | | If the devices | | +| | | | have been | | +| | | | received and | | +| | | | 1-2 Billing | | +| | | | cycles have | | +| | | | passed since | | +| | | | that time, | | +| | | | follow the | | +| | | | steps above in | | +| | | | the “Customer | | +| | | | Shipped Devices | | +| | | | But Has Not | | +| | | | Received | | +| | | | Installment | | +| | | | Credits” | | +| | | | section. | | +| | | | Customer | | +| | | | Disagrees with | | +| | | | the Value¶ ¶ | | +| | | | There is no | | +| | | | appeal process | | +| | | | for trade in | | +| | | | valuation. | | +| | | | Customer is not | | +| | | | eligible for | | +| | | | the promotion. | | +| | | | If the customer | | +| | | | is insistent or | | +| | | | refusing to | | +| | | | accept the | | +| | | | valuation | | +| | | | engage your | | +| | | | manger for | | +| | | | assistance. | | +| | | | Source: | | +| | | | Content: 7 | | +| | | | Plus. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 9/2/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above, | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | September 1st | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 9/2/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the devices | | +| | | | impacted, will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 8/5/22 Select | | +| | | | device trade-in | | +| | | | values (TIV) | | +| | | | changed from | | +| | | | $35 to $5 and | | +| | | | will be | | +| | | | ineligible as | | +| | | | qualifying | | +| | | | trade-ins. | | +| | | | Trade-in | | +| | | | devices | | +| | | | impacted: | | +| | | | Nord100, Asus | | +| | | | Rog Phone2, | | +| | | | OnePlus 6T, | | +| | | | Razer 2, Google | | +| | | | Pixel 3, 3a, | | +| | | | 3XL, 3a XL, LG | | +| | | | K92, Moto One | | +| | | | Ace 5G. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 8/5/22 and | | +| | | | return to | | +| | | | trade-in one | | +| | | | of the devices | | +| | | | listed above | | +| | | | will get the | | +| | | | offer credits, | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | August 4th | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 8/5/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the impacted | | +| | | | devices will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 4/22/22 the | | +| | | | Samsung A13 5G | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $100 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade-in. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | before 4/22/22 | | +| | | | and trade-in a | | +| | | | Samsung A13 5G | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. ¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | issue the $5 | | +| | | | TIV to the | | +| | | | customer. A | | +| | | | radio button | | +| | | | for the offer | | +| | | | will not | | +| | | | display due to | | +| | | | the TIV being | | +| | | | below the | | +| | | | requirements. | | +| | | | The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after | | +| | | | 4/22/22 and | | +| | | | trade-in a | | +| | | | Samsung A13 5G | | +| | | | will only | | +| | | | receive $5 TIV | | +| | | | and will not be | | +| | | | eligible for | | +| | | | the offer. | | +| | | | Credit Details | | +| | | | ¶ Must be a | | +| | | | new line, or | | +| | | | upgrade. | | +| | | | Customer has 30 | | +| | | | days from | | +| | | | activation date | | +| | | | to perform | | +| | | | their trade | | +| | | | in.Customers | | +| | | | with Free | | +| | | | Shipping may | | +| | | | have a delay in | | +| | | | receiving their | | +| | | | smartphones due | | +| | | | to inventory | | +| | | | constraints. | | +| | | | Please note 30 | | +| | | | days from | | +| | | | activation date | | +| | | | could be | | +| | | | different from | | +| | | | purchase date | | +| | | | (due to above s | | +| | | | cenario).Custom | | +| | | | er may qualify | | +| | | | for multiple | | +| | | | monthly bill | | +| | | | credits | | +| | | | smartphone | | +| | | | offers for each | | +| | | | qualifying new | | +| | | | purchase | | +| | | | w/qualifying | | +| | | | trade-in; limit | | +| | | | on number of | | +| | | | lines eligible | | +| | | | will depends on | | +| | | | customer’s | | +| | | | credit | | +| | | | eligibility | | +| | | | (BAU).Eligible | | +| | | | smartphones | | +| | | | must be | | +| | | | purchased on | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan. ¶ | | +| | | | Includes 0% | | +| | | | down or down | | +| | | | payment. ¶ | | +| | | | Down payment | | +| | | | does not | | +| | | | impact/change | | +| | | | monthly credit | | +| | | | amount outlined | | +| | | | by offer. ¶ If | | +| | | | buying on the | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up, customer is | | +| | | | responsible and | | +| | | | will not | | +| | | | receive any | | +| | | | credits for an | | +| | | | additional | | +| | | | $6/mo. for the | | +| | | | Next Up upgrade | | +| | | | feature.¶ | | +| | | | Note: Customers | | +| | | | enrolled on an | | +| | | | active Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up at $5/mo. | | +| | | | are not | | +| | | | impacted by the | | +| | | | rate increase | | +| | | | effective | | +| | | | 7.14.22.Future | | +| | | | device | | +| | | | purchases on an | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up will be | | +| | | | impacted and | | +| | | | will reflect | | +| | | | the new Next Up | | +| | | | feature charge | | +| | | | of $6/mo. ¶ ¶ | | +| | | | If line is | | +| | | | disconnected | | +| | | | early, customer | | +| | | | responsible for | | +| | | | remaining | | +| | | | amount owed on | | +| | | | the installment | | +| | | | agreement.Line | | +| | | | must remain | | +| | | | active & in | | +| | | | good standing | | +| | | | throughout the | | +| | | | entirety of the | | +| | | | offer for all | | +| | | | credits to be | | +| | | | applied.CLN/CPO | | +| | | | excluded.Taxes | | +| | | | on full retail | | +| | | | price are due | | +| | | | at point of | | +| | | | sale.If the | | +| | | | discounted | | +| | | | phone is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill | | +| | | | credit.Free | | +| | | | Shipping, | | +| | | | backorders, and | | +| | | | port delays are | | +| | | | eligible if the | | +| | | | number(s) is | | +| | | | reserved while | | +| | | | the offer is in | | +| | | | effect.Winbacks | | +| | | | are treated as | | +| | | | an existing | | +| | | | customer. (a | | +| | | | Winback | | +| | | | requires a | | +| | | | customer to | | +| | | | port their | | +| | | | number back to | | +| | | | Contoso within 59 | | +| | | | days of leaving | | +| | | | Contoso.)A | | +| | | | conversion from | | +| | | | Prepaid/Cricket | | +| | | | is treated like | | +| | | | an existing | | +| | | | wireless | | +| | | | customer and | | +| | | | not a new | | +| | | | wireless gross | | +| | | | add.¶ How the | | +| | | | Credit Works ¶ | | +| | | | Customers will | | +| | | | receive the | | +| | | | bill credit of | | +| | | | offer if:¶ | | +| | | | Activating new | | +| | | | line or upgrade | | +| | | | existing line | | +| | | | and purchasing | | +| | | | an eligible | | +| | | | smartphone on | | +| | | | Contoso | | +| | | | installment | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 27 | Can TCMs | I don't | Content: | 1 | +| | configure | know. | Profile Pricing | | +| | their own | | | Accessories | | | +| | quotes? | | Rebates | | | +| | | | Promotions | | | +| | | | Pricing via | | +| | | | Other Channels¶ | | +| | | | ¶ Equipment | | +| | | | Price Quotes ¶ | | +| | | | The CPC system | | +| | | | determines | | +| | | | equipment | | +| | | | pricing by | | +| | | | reviewing | | +| | | | multiple rules | | +| | | | before feeding | | +| | | | the price to | | +| | | | OPUS.¶ ¶ New | | +| | | | service and | | +| | | | upgrades: Use | | +| | | | OPUS to | | +| | | | determine the | | +| | | | equipment | | +| | | | price:¶ ¶ | | +| | | | Exceptions: It | | +| | | | is acceptable | | +| | | | to use the | | +| | | | Mobile Sales | | +| | | | Tool (MST) if:¶ | | +| | | | ¶ Customer is | | +| | | | requesting | | +| | | | general | | +| | | | equipment | | +| | | | prices for new | | +| | | | service.OPUS is | | +| | | | unavailable | | +| | | | (system | | +| | | | downtime).¶ ¶ | | +| | | | Equipment only | | +| | | | orders: Quote | | +| | | | the zero-term | | +| | | | price in OPUS.¶ | | +| | | | Exception: | | +| | | | Performing a | | +| | | | re-ship of | | +| | | | lost/stolen in | | +| | | | transit | | +| | | | equipment:¶ Do | | +| | | | not charge for | | +| | | | equipment, if | | +| | | | the customer | | +| | | | was already | | +| | | | charged | | +| | | | (validate | | +| | | | charges were | | +| | | | applied to the | | +| | | | account).¶ ¶ | | +| | | | ¶ Profile | | +| | | | Pricing | | +| | | | Customers | | +| | | | associated to a | | +| | | | FAN may be | | +| | | | entitled to | | +| | | | equipment | | +| | | | discounts, | | +| | | | which can be | | +| | | | located on the | | +| | | | FAN profile.¶ | | +| | | | ¶ OPUS | | +| | | | automatically | | +| | | | factors in the | | +| | | | customer's | | +| | | | equipment | | +| | | | discount, | | +| | | | unless the | | +| | | | Offer Element | | +| | | | in ROME is | | +| | | | flagged as | | +| | | | manual | | +| | | | intervention. | | +| | | | If flagged for | | +| | | | manual | | +| | | | intervention, | | +| | | | review FaST for | | +| | | | profile pricing | | +| | | | and manually | | +| | | | discount the | | +| | | | price.¶ ¶ | | +| | | | Profile | | +| | | | equipment | | +| | | | discounts: | | +| | | | These discounts | | +| | | | are always | | +| | | | taken off the | | +| | | | National | | +| | | | Contract | | +| | | | Reference Price | | +| | | | (NCRP), also | | +| | | | known as the | | +| | | | no-commitment | | +| | | | price:¶ ¶ | | +| | | | Profiles may | | +| | | | also contain | | +| | | | equipment- | | +| | | | specific | | +| | | | pricing that is | | +| | | | not eligible | | +| | | | for percentage- | | +| | | | off or dollar- | | +| | | | off discounts.¶ | | +| | | | Custom Pricing | | +| | | | Requests: Sales | | +| | | | submits as a | | +| | | | ROME change | | +| | | | request. | | +| | | | Individual Case | | +| | | | Basis (ICB) | | +| | | | reviews the | | +| | | | case. If | | +| | | | approved, the | | +| | | | price is noted | | +| | | | in the | | +| | | | profile:¶ The | | +| | | | profile must | | +| | | | reflect custom | | +| | | | pricing before | | +| | | | applying it to | | +| | | | the order.¶ | | +| | | | All CRU | | +| | | | customers with | | +| | | | a FAN are | | +| | | | eligible for | | +| | | | contract | | +| | | | pricing as long | | +| | | | as they are | | +| | | | enrolled onto | | +| | | | an eligible CRU | | +| | | | FAN (AMB, | | +| | | | etc.). SB | | +| | | | CRU/Non FAN | | +| | | | customers are | | +| | | | eligible for | | +| | | | Next only or | | +| | | | non-commitment | | +| | | | pricing. When | | +| | | | quoting | | +| | | | equipment | | +| | | | prices under | | +| | | | approved | | +| | | | circumstances | | +| | | | as identified | | +| | | | in the | | +| | | | Equipment Price | | +| | | | Quotes section | | +| | | | above, compare | | +| | | | the equipment | | +| | | | grid price to | | +| | | | the customer's | | +| | | | profile price | | +| | | | (if applicable) | | +| | | | and provide the | | +| | | | better price of | | +| | | | the two.¶ ¶ | | +| | | | Reminders:¶ ¶ | | +| | | | Consider any | | +| | | | eligible | | +| | | | rebates, | | +| | | | promotions, or | | +| | | | profile- | | +| | | | equipment | | +| | | | discounts when | | +| | | | determining the | | +| | | | equipment grid | | +| | | | price:¶ | | +| | | | Rebates, | | +| | | | promotions, and | | +| | | | profile- | | +| | | | equipment | | +| | | | discounts | | +| | | | cannot be | | +| | | | combined.¶ | | +| | | | Profile- | | +| | | | equipment | | +| | | | discounts | | +| | | | (percentage-off | | +| | | | discounts and | | +| | | | dollar-off | | +| | | | discounts) are | | +| | | | always taken | | +| | | | off the NCRP. | | +| | | | If equipment is | | +| | | | discounted to | | +| | | | $0, the | | +| | | | customer may be | | +| | | | required to pay | | +| | | | taxes based on | | +| | | | the CTN's | | +| | | | primary place | | +| | | | of usage (PPU) | | +| | | | address. | | +| | | | Example: ACDA | | +| | | | CRU customer is | | +| | | | requesting a | | +| | | | Samsung Galaxy | | +| | | | and is eligible | | +| | | | for EBS two- | | +| | | | year price.¶ ¶ | | +| | | | ¶ Scenario 1¶ | | +| | | | ¶ EBS two-year | | +| | | | price: | | +| | | | $299.99Profile | | +| | | | price: 30% off | | +| | | | NCRP ($919.99): | | +| | | | $643.99¶ ¶ | | +| | | | The customer is | | +| | | | charged the EBS | | +| | | | two-year price: | | +| | | | $299.99¶ ¶ | | +| | | | Scenario 2¶ ¶ | | +| | | | EBS two-year | | +| | | | price: $299.99 | | +| | | | (customer | | +| | | | purchases an | | +| | | | Unlimited | | +| | | | plan):¶ The | | +| | | | customer is | | +| | | | eligible for a | | +| | | | $100 instant | | +| | | | rebate off EBS | | +| | | | two-year price: | | +| | | | $199.99.¶ | | +| | | | Profile price: | | +| | | | Custom price | | +| | | | (profile | | +| | | | specifically | | +| | | | states the | | +| | | | Samsung Galaxy | | +| | | | is $150): | | +| | | | $150.¶ ¶ The | | +| | | | customer is | | +| | | | charged the | | +| | | | profile price: | | +| | | | $150. No other | | +| | | | discounts | | +| | | | apply.¶ ¶ ¶ | | +| | | | Accessories | | +| | | | Discounted | | +| | | | accessories: | | +| | | | The number of | | +| | | | discounted | | +| | | | accessories | | +| | | | cannot exceed | | +| | | | five per CTN | | +| | | | per order on | | +| | | | any B2B, | | +| | | | Consumer, Contoso | | +| | | | Signature | | +| | | | Program, SBPL, | | +| | | | or Sole Prop | | +| | | | account. No | | +| | | | limit on CRU | | +| | | | FAN accounts. | | +| | | | Exception: | | +| | | | Discounts | | +| | | | cannot be | | +| | | | applied to | | +| | | | Apple | | +| | | | accessories. ¶ | | +| | | | ¶ Rebates | | +| | | | Mail-in rebates | | +| | | | are | | +| | | | automatically | | +| | | | provisioned on | | +| | | | Contoso Signature | | +| | | | Program orders | | +| | | | in OPUS when | | +| | | | all | | +| | | | requirements | | +| | | | have been | | +| | | | satisfied | | +| | | | (i.e., | | +| | | | qualifying | | +| | | | device, data, | | +| | | | and voice | | +| | | | plan).¶ ¶ | | +| | | | OPUS: For | | +| | | | eligible | | +| | | | devices, the | | +| | | | rebate displays | | +| | | | in the | | +| | | | Collateral | | +| | | | section of the | | +| | | | Selection | | +| | | | Summary | | +| | | | screen:¶ ¶ | | +| | | | Mail-in rebates | | +| | | | may require the | | +| | | | selection of | | +| | | | eligible rate | | +| | | | plan(s) before | | +| | | | they are | | +| | | | offered; | | +| | | | therefore, the | | +| | | | rebate may not | | +| | | | display until | | +| | | | the Validate | | +| | | | Order response | | +| | | | is received.A | | +| | | | standard blue | | +| | | | message appears | | +| | | | at the top of | | +| | | | the Selection | | +| | | | Summary screen | | +| | | | when the mail- | | +| | | | in rebate has | | +| | | | been added.The | | +| | | | mail Source: | | +| | | | Content: , | | +| | | | decision maker, | | +| | | | telecom | | +| | | | manager, or | | +| | | | authorized | | +| | | | order plTTSr | | +| | | | (AOP), | | +| | | | regardless of | | +| | | | enterprise | | +| | | | segment type in | | +| | | | FaST. You have | | +| | | | the expertise, | | +| | | | tools, and | | +| | | | confidence to | | +| | | | positively | | +| | | | impact the | | +| | | | customer | | +| | | | experience. By | | +| | | | utilizing | | +| | | | Customer | | +| | | | Connect, | | +| | | | communicating | | +| | | | resolutions | | +| | | | with | | +| | | | confidence, and | | +| | | | setting | | +| | | | expectations, | | +| | | | you can ensure | | +| | | | First Call | | +| | | | Resolution and | | +| | | | customer | | +| | | | satisfaction. | | +| | | | Make sure you | | +| | | | use your team | | +| | | | manager as a | | +| | | | partner in | | +| | | | working to | | +| | | | create a | | +| | | | positive | | +| | | | customer | | +| | | | experience.¶ ¶ | | +| | | | ¶ ¶ | | +| | | | Additional | | +| | | | Information¶ ¶ | | +| | | | See The | | +| | | | Transactional | | +| | | | Survey (TTS) | | +| | | | FAQ.¶ ¶ | | +| | | | Source: | | +| | | | Content: right | | +| | | | corner to close | | +| | | | out of the | | +| | | | Solicitation | | +| | | | Address Manager | | +| | | | screen. Note | | +| | | | Clarify or the | | +| | | | billing system | | +| | | | with the | | +| | | | changes made. | | +| | | | Heads Up: | | +| | | | Add on each | | +| | | | preference | | +| | | | screen expands | | +| | | | or reduces the | | +| | | | screen options. | | +| | | | If you are at | | +| | | | account level, | | +| | | | it shows all | | +| | | | numbers, but if | | +| | | | you are on | | +| | | | subscription | | +| | | | level, it only | | +| | | | shows the | | +| | | | number you are | | +| | | | in. To review | | +| | | | solicitation | | +| | | | history, select | | +| | | | the History | | +| | | | tab. Clarify | | +| | | | The History tab | | +| | | | shows a | | +| | | | complete list | | +| | | | of solicitation | | +| | | | related changes | | +| | | | in | | +| | | | chronological | | +| | | | order. The rep | | +| | | | ID for changes | | +| | | | made directly | | +| | | | in Telegence | | +| | | | (address, | | +| | | | contact number, | | +| | | | and email | | +| | | | address | | +| | | | changes) do not | | +| | | | reflect the | | +| | | | ATTUID of the | | +| | | | person who made | | +| | | | the change. | | +| | | | Refer to the | | +| | | | billing system | | +| | | | notes to find | | +| | | | out who made | | +| | | | that change. | | +| | | | Any changes | | +| | | | made directly | | +| | | | in the | | +| | | | Solicitation | | +| | | | Address Manager | | +| | | | reflect the rep | | +| | | | ID. Telegence | | +| | | | The History tab | | +| | | | shows a | | +| | | | complete list | | +| | | | of solicitation | | +| | | | related changes | | +| | | | in | | +| | | | chronological | | +| | | | order. To set | | +| | | | preferences for | | +| | | | future new line | | +| | | | activations, | | +| | | | select the | | +| | | | Acct. Pref. | | +| | | | tab. Clarify/T | | +| | | | elegence This | | +| | | | is for future | | +| | | | new activations | | +| | | | only.Example: A | | +| | | | customer has 2 | | +| | | | current lines | | +| | | | with each | | +| | | | solicitation | | +| | | | method | | +| | | | preference as | | +| | | | do not solicit. | | +| | | | If they add a | | +| | | | third line to | | +| | | | the account, | | +| | | | the preferences | | +| | | | for the new | | +| | | | line | | +| | | | automatically | | +| | | | default to | | +| | | | solicit unless | | +| | | | the preferences | | +| | | | are unchecked | | +| | | | on this tab. | | +| | | | Specify the | | +| | | | customer's | | +| | | | preference(s). | | +| | | | Click Apply, so | | +| | | | the changes | | +| | | | update. After | | +| | | | updating all of | | +| | | | the customer's | | +| | | | preferences, | | +| | | | click the red X | | +| | | | in the upper- | | +| | | | right corner to | | +| | | | close out of | | +| | | | the | | +| | | | Solicitation | | +| | | | Address Manager | | +| | | | screen. Note | | +| | | | Clarify or the | | +| | | | billing system | | +| | | | with the | | +| | | | changes made. | | +| | | | Add on each | | +| | | | preference | | +| | | | screen expands | | +| | | | or reduces the | | +| | | | screen options. | | +| | | | Escalations Cl | | +| | | | arify/Telegence | | +| | | | If the caller | | +| | | | claims they are | | +| | | | still receiving | | +| | | | telemarketing | | +| | | | solicitations | | +| | | | from Contoso after | | +| | | | submitting an | | +| | | | internal Do Not | | +| | | | Call (DNC)/Do | | +| | | | Not Solicit | | +| | | | (DNS) request: | | +| | | | Advise the | | +| | | | caller it can | | +| | | | take up to 30 | | +| | | | days to stop | | +| | | | receiving calls | | +| | | | from Contoso, up | | +| | | | to 10 days to | | +| | | | stop receiving | | +| | | | email and SMS | | +| | | | marketing | | +| | | | solicitations, | | +| | | | and up to 60 | | +| | | | days to stop | | +| | | | receiving | | +| | | | direct mail. | | +| | | | If it has been | | +| | | | over this time | | +| | | | period since | | +| | | | they requested | | +| | | | to be put on | | +| | | | the Contoso | | +| | | | DNC/DNS list, | | +| | | | verify the | | +| | | | correct | | +| | | | settings are in | | +| | | | place in the | | +| | | | SAM Tool. Send | | +| | | | an escalation | | +| | | | email to Market | | +| | | | ingSAMSupport | | +| | | | with the | | +| | | | Subject Line | | +| | | | of: DNC | | +| | | | Escalation and | | +| | | | (fill in their | | +| | | | 10-digit | | +| | | | number). | | +| | | | Vendor represen | | +| | | | tatives: Refer | | +| | | | the information | | +| | | | to your team | | +| | | | manager. Your | | +| | | | manager submits | | +| | | | the information | | +| | | | to the Contoso | | +| | | | vendor manager | | +| | | | for your center | | +| | | | who then | | +| | | | submits the | | +| | | | email to | | +| | | | Marketing SAM | | +| | | | Support. | | +| | | | In the email, | | +| | | | include: The | | +| | | | 10-digit | | +| | | | telephone | | +| | | | number being | | +| | | | called, email | | +| | | | address, or | | +| | | | direct mail | | +| | | | address | | +| | | | receiving the | | +| | | | solicitation, | | +| | | | and account | | +| | | | number (if | | +| | | | available) | | +| | | | Full name and | | +| | | | complete | | +| | | | address of the | | +| | | | account holder | | +| | | | The type of the | | +| | | | telephone | | +| | | | number | | +| | | | (wireless, | | +| | | | wired) If | | +| | | | available, the | | +| | | | date the caller | | +| | | | received the | | +| | | | last call, | | +| | | | email or direct | | +| | | | mail, any | | +| | | | caller | | +| | | | information, | | +| | | | and offer | | +| | | | details | | +| | | | Set proper | | +| | | | expectations | | +| | | | that it takes | | +| | | | 24 hours for | | +| | | | SAM to respond | | +| | | | back to the | | +| | | | customer. The | | +| | | | Target Campaign | | +| | | | Preferences are | | +| | | | unavailable for | | +| | | | use until a | | +| | | | later date. | | +| | | | Non-Customer | | +| | | | (Prospect) Do | | +| | | | Not Solicit | | +| | | | procedures for | | +| | | | non-customers | | +| | | | who do not want | | +| | | | to receive Contoso | | +| | | | Marketing commu | | +| | | | nications.The | | +| | | | request can be | | +| | | | registered | | +| | | | through | | +| | | | Marketing Do | | +| | | | Not Contact | | +| | | | Notification | | +| | | | (MDNCN) . CPNI | | +| | | | Notifications | | +| | | | To comply with | | +| | | | a Federal | | +| | | | Customer | | +| | | | Proprietary | | +| | | | Network | | +| | | | Information | | +| | | | (CPNI) mandate, | | +| | | | the Telegence | | +| | | | billing system | | +| | | | notifies | | +| | | | subscribers | | +| | | | when specific | | +| | | | subscriber | | +| | | | initiated | | +| | | | transactions | | +| | | | occur. The FCC | | +| | | | mandate does | | +| | | | not allow CPNI | | +| | | | notifications | | +| | | | to be optional. | | +| | | | Do Not Solicit | | +| | | | options do not | | +| | | | stop these | | +| | | | notifications. | | +| | | | Customers may | | +| | | | disregard the | | +| | | | notices if they | | +| | | | believe they | | +| | | | are cumbersome, | | +| | | | but they are | | +| | | | sent for the | | +| | | | protection of | | +| | | | their accounts. | | +| | | | For additional | | +| | | | information on | | +| | | | CPNI | | +| | | | notifications, | | +| | | | refer to | | +| | | | Related Links. | | +| | | | Access to | | +| | | | articles in | | +| | | | Related Links | | +| | | | is restricted | | +| | | | based on your | | +| | | | Salesforce | | +| | | | profile. | | +| | | | Telemarketing | | +| | | | Calls From | | +| | | | Companies Other | | +| | | | Than Contoso | | +| | | | Customers may | | +| | | | receive | | +| | | | unsolicited | | +| | | | telemarketing | | +| | | | calls or SMS | | +| | | | messages from | | +| | | | outside | | +| | | | companies. | | +| | | | Contoso does not | | +| | | | condone these | | +| | | | telemarketers; | | +| | | | this type of | | +| | | | telemarketing | | +| | | | is illegal. | | +| | | | Contoso is working | | +| | | | aggressively to | | +| | | | stop these | | +| | | | telemarketers | | +| | | | from making | | +| | | | illegal | | +| | | | telemarketing | | +| | | | calls to Contoso | | +| | | | customers. | | +| | | | We are fighting | | +| | | | to stop | | +| | | | spammers from | | +| | | | sending | | +| | | | unsolicited | | +| | | | text messages | | +| | | | to our | | +| | | | customers. We | | +| | | | have | | +| | | | implemented | | +| | | | filters to | | +| | | | block spam text | | +| | | | Source: | | +| | | | Content: . | | +| | | | Confirm this | | +| | | | email address | | +| | | | to ensure they | | +| | | | receive the | | +| | | | quote. BAN | | +| | | | FANCustomer | | +| | | | Information - | | +| | | | Screenshot 10 | | +| | | | Prior to | | +| | | | submitting, | | +| | | | cover their | | +| | | | next steps to | | +| | | | properly | | +| | | | prepare devices | | +| | | | for trade-in. | | +| | | | If they're | | +| | | | upgrading and | | +| | | | receiving new | | +| | | | devices, as | | +| | | | well as trading | | +| | | | in devices, | | +| | | | they must use | | +| | | | the unique | | +| | | | shipping | | +| | | | materials and | | +| | | | labels from the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program to ship | | +| | | | their trade-in | | +| | | | devices back. | | +| | | | They should not | | +| | | | use the label | | +| | | | included with | | +| | | | their new | | +| | | | device. Using | | +| | | | the return | | +| | | | label that | | +| | | | arrives with | | +| | | | the new device | | +| | | | causes the | | +| | | | trade-in device | | +| | | | to return to | | +| | | | the wrong | | +| | | | warehouse and | | +| | | | prevents them | | +| | | | from receiving | | +| | | | credit.Suggeste | | +| | | | d Verbiage: | | +| | | | You'll receive | | +| | | | an email | | +| | | | shortly giving | | +| | | | you | | +| | | | instructions to | | +| | | | log into Contoso | | +| | | | Business Trade- | | +| | | | In to review | | +| | | | and accept the | | +| | | | quote I've | | +| | | | created for | | +| | | | you. Once you | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions, | | +| | | | you'll receive | | +| | | | customized | | +| | | | shipping | | +| | | | materials to | | +| | | | the address you | | +| | | | provide within | | +| | | | 5-7 business | | +| | | | days. Use only | | +| | | | these materials | | +| | | | to return | | +| | | | devices to | | +| | | | ensure accurate | | +| | | | tracking of | | +| | | | your trade-ins. | | +| | | | The shipping | | +| | | | materials | | +| | | | include | | +| | | | everything | | +| | | | you'll need to | | +| | | | send in your | | +| | | | devices | | +| | | | including | | +| | | | boxes, | | +| | | | cardboard | | +| | | | dividers, | | +| | | | sleeves to | | +| | | | protect the | | +| | | | phones, and | | +| | | | prepaid UPS | | +| | | | return labels. | | +| | | | You'll also | | +| | | | receive | | +| | | | valuable | | +| | | | information | | +| | | | about: How | | +| | | | to turn off | | +| | | | activation | | +| | | | locks prior to | | +| | | | shipping | | +| | | | devices How to | | +| | | | update the | | +| | | | quote 11 | | +| | | | Select Submit | | +| | | | to Customer and | | +| | | | a pop-up | | +| | | | displays. | | +| | | | Acknowledgement | | +| | | | - Screenshot | | +| | | | 12 Select Send | | +| | | | Quote to | | +| | | | proceed and | | +| | | | submit the | | +| | | | quote for their | | +| | | | review. Upon | | +| | | | submission, | | +| | | | they receive | | +| | | | the quote sent | | +| | | | to the email | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. The | | +| | | | email includes | | +| | | | the details of | | +| | | | their trade-in | | +| | | | quote, such as: | | +| | | | Instructions on | | +| | | | accessing the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | via links | | +| | | | within their | | +| | | | Premier account | | +| | | | Quote #/$ Value | | +| | | | /Expiration | | +| | | | Date 14 If | | +| | | | your customer | | +| | | | calls with | | +| | | | questions about | | +| | | | their quote, | | +| | | | status of their | | +| | | | shipping | | +| | | | materials, | | +| | | | receipt of | | +| | | | their devices, | | +| | | | or trade-in | | +| | | | credit, warm | | +| | | | transfer them | | +| | | | to the Contoso | | +| | | | Business Trade- | | +| | | | In Support Team | | +| | | | available at | | +| | | | 866.993.5800 | | +| | | | (Monday-Friday, | | +| | | | 9 a.m. - 5 p.m. | | +| | | | CT) or via | | +| | | | email at suppor | | +| | | | t@attbusinesstr | | +| | | | adein.com. | | +| | | | Accept/Edit the | | +| | | | Quote | | +| | | | Instructions to | | +| | | | access the | | +| | | | quote are | | +| | | | emailed to | | +| | | | customers using | | +| | | | the email | | +| | | | address they | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. To | | +| | | | accept or edit | | +| | | | the trade-in | | +| | | | quote, they | | +| | | | access the link | | +| | | | to their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool through | | +| | | | their Premier | | +| | | | account. | | +| | | | Within Premier, | | +| | | | they can access | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In link | | +| | | | (labeled Trade- | | +| | | | In Program) 2 | | +| | | | ways: | | +| | | | Premier Online | | +| | | | Care: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Premier Online | | +| | | | Sales: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Heads Up: | | +| | | | Customers that | | +| | | | have been | | +| | | | migrated to | | +| | | | myatt.com will | | +| | | | need to access | | +| | | | the link to | | +| | | | their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | included in the | | +| | | | email or use ww | | +| | | | w.attbusinesstr | | +| | | | adein.com. | | +| | | | After selecting | | +| | | | Trade-In | | +| | | | Program, from | | +| | | | the homepage | | +| | | | they select | | +| | | | Manage Quotes. | | +| | | | Manage Quotes - | | +| | | | Screenshot Now | | +| | | | they can select | | +| | | | the quote you | | +| | | | created for | | +| | | | them by | | +| | | | clicking the | | +| | | | quote number. | | +| | | | Quotes - | | +| | | | Screenshot | | +| | | | Click the Add | | +| | | | Contact | | +| | | | Information | | +| | | | button. Once | | +| | | | selected: | | +| | | | They can edit | | +| | | | the make, | | +| | | | model, and | | +| | | | quantity of | | +| | | | devices prior | | +| | | | to accepting | | +| | | | it. Effective | | +| | | | April 7, 20019, | | +| | | | Contoso Business | | +| | | | Trade-In will | | +| | | | provide 2 | | +| | | | options for | | +| | | | customers to | | +| | | | receive prepaid | | +| | | | shipping labels | | +| | | | for their | | +| | | | locations to | | +| | | | return devices. | | +| | | | Customers | | +| | | | select one of | | +| | | | the options | | +| | | | when accepting | | +| | | | their trade-in | | +| | | | quote. | | +| | | | Option 1: Link | | +| | | | provided for | | +| | | | location(s) to | | +| | | | print prepaid | | +| | | | labels and use | | +| | | | their own | | +| | | | shipping | | +| | | | materials (link | | +| | | | available | | +| | | | immediately). | | +| | | | Option 2: Contoso | | +| | | | Business Trade- | | +| | | | In sends | | +| | | | prepaid labels | | +| | | | and free | | +| | | | shipping | | +| | | | materials to | | +| | | | locations | | +| | | | (materials | | +| | | | arrive in 5 – 7 | | +| | | | days). The | | +| | | | customer | | +| | | | accepts the | | +| | | | T&Cs and | | +| | | | receive an | | +| | | | email | | +| | | | confirmation | | +| | | | with: | | +| | | | Information | | +| | | | about shipping | | +| | | | materials - | | +| | | | Including link | | +| | | | to print labels | | +| | | | if they | | +| | | | selected that | | +| | | | option. Steps | | +| | | | to ensure | | +| | | | smooth | | +| | | | processing. | | +| | | | Explanation of | | +| | | | the processing | | +| | | | and credit | | +| | | | process. Contoso | | +| | | | Business Trade- | | +| | | | In Processing | | +| | | | Center Receives | | +| | | | Devices The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Processing | | +| | | | Center confirms | | +| | | | actual trade-in | | +| | | | value based on | | +| | | | device | | +| | | | conditions. | | +| | | | Does the device | | +| | | | power on and | | +| | | | off? Has the | | +| | | | Activation Lock | | +| | | | been disabled | | +| | | | (Find my | | +| | | | iPhone-FMiP)? | | +| | | | Is the device | | +| | | | functioning | | +| | | | correctly and | | +| | | | intact, free of | | +| | | | any chips, | | +| | | | cracks, | | +| | | | bruised/dead | | +| | | | pixels, or | | +| | | | burn-in? | | +| | | | Source: | | +| | | | Content: N: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Mexico and | | +| | | | Canada rated by | | +| | | | the domestic | | +| | | | rate plan. | | +| | | | Only Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. All | | +| | | | other usage in | | +| | | | IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. See | | +| | | | Cruise packages | | +| | | | for additional | | +| | | | support. | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 28 | Can TCMs | Yes, the | Content: Jump | 10 | +| | trade in | Contoso | to: What I Need | | +| | devices from | Business | to Know | What | | +| | other | Trade-In | the Customer | | +| | carriers? | program | Needs to Know | | | +| | | accepts | FAQ This | | +| | | devices | article | | +| | | previously | provides detail | | +| | | on other | on using the | | +| | | carrier | Contoso Business | | +| | | networks. | Trade-In | | +| | | (Source: | program and | | +| | | context) | tool to provide | | +| | | | value back to | | +| | | | CRU Business | | +| | | | customers for | | +| | | | their Mobile | | +| | | | devices.Looking | | +| | | | for Trade-In | | +| | | | promo support? | | +| | | | See Premium | | +| | | | Device Trade-In | | +| | | | Offer - BCSS | | +| | | | and Tiered Gets | | +| | | | Better with | | +| | | | Trade-In - | | +| | | | BCSS. The Contoso | | +| | | | Business Trade- | | +| | | | In program | | +| | | | enables CRU | | +| | | | Business | | +| | | | customers in | | +| | | | all segments to | | +| | | | earn credits on | | +| | | | their Contoso | | +| | | | wireless BAN | | +| | | | for mobile | | +| | | | devices | | +| | | | returned to | | +| | | | Contoso. When | | +| | | | customers are | | +| | | | upgrading | | +| | | | lines, porting | | +| | | | in lines, or | | +| | | | have devices | | +| | | | they're no | | +| | | | longer using, | | +| | | | use the tool to | | +| | | | configure a | | +| | | | quote for | | +| | | | device trade- | | +| | | | ins to help | | +| | | | them offset the | | +| | | | costs of any | | +| | | | new Contoso | | +| | | | equipment or | | +| | | | service | | +| | | | purchases. No | | +| | | | purchase is | | +| | | | necessary to | | +| | | | take advantage | | +| | | | of the tool. | | +| | | | Win more | | +| | | | business faster | | +| | | | by offering | | +| | | | trade-ins to | | +| | | | your customers: | | +| | | | The value from | | +| | | | the devices can | | +| | | | be used to | | +| | | | invest in new | | +| | | | solutions, | | +| | | | including | | +| | | | devices, Mobile | | +| | | | Protection Pack | | +| | | | for Business, | | +| | | | AMAs, security, | | +| | | | and so on. | | +| | | | Heads Up: The | | +| | | | customer must | | +| | | | be the sole and | | +| | | | rightful owner | | +| | | | of the device | | +| | | | they're trading | | +| | | | in. If they're | | +| | | | trading a | | +| | | | device on Contoso | | +| | | | Next, Equipment | | +| | | | Installment | | +| | | | Plan (EIP), or | | +| | | | a device that | | +| | | | was under a | | +| | | | 2-year | | +| | | | contract, the | | +| | | | balance must be | | +| | | | paid in full | | +| | | | before it can | | +| | | | be traded for | | +| | | | value on their | | +| | | | account. Contoso | | +| | | | Business Trade- | | +| | | | In Tool | | +| | | | Instructions | | +| | | | To learn how to | | +| | | | configure a | | +| | | | quote for your | | +| | | | customer, watch | | +| | | | the Trade-In | | +| | | | Tool Video | | +| | | | Demo. Once you | | +| | | | configure and | | +| | | | submit the | | +| | | | quote, the | | +| | | | customer | | +| | | | receives an | | +| | | | email detailing | | +| | | | how to access | | +| | | | the quote to | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions | | +| | | | (T&C), request | | +| | | | prepaid | | +| | | | materials and | | +| | | | labels to | | +| | | | return devices, | | +| | | | and to manage | | +| | | | their quotes | | +| | | | and reports. | | +| | | | When in context | | +| | | | in OPUS working | | +| | | | with a | | +| | | | customer, you | | +| | | | can access the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | through links | | +| | | | we've added to | | +| | | | OPUS and | | +| | | | Clarify. | | +| | | | Additionally, | | +| | | | when you click | | +| | | | the link, it | | +| | | | automatically | | +| | | | logs into the | | +| | | | tool; no need | | +| | | | to manage | | +| | | | separate login | | +| | | | credentials. | | +| | | | From OPUS, you | | +| | | | have 3 ways to | | +| | | | access the | | +| | | | trade-in tool: | | +| | | | OPUS Quick | | +| | | | Links Menu: | | +| | | | OPUS Quick | | +| | | | Links - | | +| | | | Screenshot | | +| | | | Accessibility | | +| | | | to this view | | +| | | | depends upon | | +| | | | user profile. | | +| | | | Not available | | +| | | | in all channels | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In Tool link | | +| | | | does not show | | +| | | | in OPUS Quick | | +| | | | Links until a | | +| | | | customer | | +| | | | account is | | +| | | | pulled up and | | +| | | | verified in | | +| | | | OPUS. | | +| | | | Customer | | +| | | | Summary Page: | | +| | | | If Then | | +| | | | Business Care | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Business Sales | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Order | | +| | | | Confirmation | | +| | | | Page: Order | | +| | | | Confirmation | | +| | | | Page - | | +| | | | Screenshot | | +| | | | From Clarify, | | +| | | | you have 2 ways | | +| | | | to access the | | +| | | | trade-in tool: | | +| | | | Quick Actions: | | +| | | | Quick Actions - | | +| | | | Screenshot | | +| | | | Needs - Tools & | | +| | | | Assistance: | | +| | | | Needs - Tools & | | +| | | | Assistance - | | +| | | | Screenshot | | +| | | | Select Create a | | +| | | | Quote. FAN and | | +| | | | BAN: The tool | | +| | | | uses the FAN | | +| | | | attached to the | | +| | | | account you | | +| | | | accessed in | | +| | | | OPUS and | | +| | | | displays all | | +| | | | the BANs | | +| | | | associated with | | +| | | | it. FAN and | | +| | | | BANs - | | +| | | | Screenshot | | +| | | | Select the BAN | | +| | | | the customer | | +| | | | would like the | | +| | | | trade-in credit | | +| | | | applied to. | | +| | | | Search for the | | +| | | | device type | | +| | | | they're seeking | | +| | | | to trade in. | | +| | | | Tool Tip: | | +| | | | Searching for a | | +| | | | specific device | | +| | | | returns fewer | | +| | | | options. For | | +| | | | example, | | +| | | | searching | | +| | | | iPhone would | | +| | | | return every | | +| | | | style of | | +| | | | iPhone; | | +| | | | searching | | +| | | | iPhone 6 | | +| | | | narrows the | | +| | | | results to the | | +| | | | available | | +| | | | iPhone 6 | | +| | | | models. Search | | +| | | | - Screenshot | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | displays search | | +| | | | results. The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program accepts | | +| | | | devices | | +| | | | previously on | | +| | | | other carrier | | +| | | | networks. | | +| | | | Multiple | | +| | | | carriers | | +| | | | display; select | | +| | | | the correct | | +| | | | carrier and | | +| | | | device | | +| | | | capacity. In | | +| | | | the Quantity | | +| | | | field, enter | | +| | | | the number of | | +| | | | devices and | | +| | | | click Add | | +| | | | Device. The | | +| | | | quantity of 1 | | +| | | | is the default. | | +| | | | The device you | | +| | | | selected | | +| | | | appears in the | | +| | | | Selected | | +| | | | devices cart. | | +| | | | Selected | | +| | | | Devices - | | +| | | | Screenshot | | +| | | | When all | | +| | | | devices are | | +| | | | added, select | | +| | | | Review Quote. | | +| | | | Review Quote - | | +| | | | Screenshot A | | +| | | | summary page | | +| | | | displays. | | +| | | | Review for | | +| | | | accuracy. Make | | +| | | | adjustments to | | +| | | | the trade-in | | +| | | | quote, such as | | +| | | | devices or | | +| | | | quantities on | | +| | | | this page. | | +| | | | Quote Summary - | | +| | | | Screenshot If | | +| | | | all information | | +| | | | is correct: | | +| | | | In the | | +| | | | appropriate | | +| | | | field (if not | | +| | | | already), enter | | +| | | | their company | | +| | | | name. Select | | +| | | | Generate. | | +| | | | Generate - | | +| | | | ScreenshotA | | +| | | | quote summary | | +| | | | and number | | +| | | | generate. Quote | | +| | | | Summary - | | +| | | | Screenshot | | +| | | | Click Add | | +| | | | Customer | | +| | | | Information. | | +| | | | Review the | | +| | | | auto-populated | | +| | | | Primary contact | | +| | | | information | | +| | | | fields with | | +| | | | your customer | | +| | | | and enter any | | +| | | | missing | | +| | | | information: | | +| | | | Customer Email | | +| | | | Address Source: | | +| | | | Content: The | | +| | | | customer must | | +| | | | accept the T&Cs | | +| | | | through www.att | | +| | | | .com/TnCCRU/: ¶ | | +| | | | The contract | | +| | | | change does not | | +| | | | process until | | +| | | | the T&Cs are | | +| | | | accepted. | | +| | | | Normal billing | | +| | | | continues until | | +| | | | the T&Cs are | | +| | | | accepted and | | +| | | | the contract | | +| | | | changes. The | | +| | | | customer is | | +| | | | refunded the | | +| | | | taxes for the | | +| | | | old Contoso | | +| | | | installment | | +| | | | plan term and | | +| | | | charged the | | +| | | | taxes on the | | +| | | | new Contoso | | +| | | | installment | | +| | | | plan term. | | +| | | | Payment for the | | +| | | | new contract | | +| | | | term is due at | | +| | | | time of | | +| | | | processing. If | | +| | | | applicable, the | | +| | | | customer is | | +| | | | refunded the | | +| | | | down payment | | +| | | | amount for the | | +| | | | old Contoso | | +| | | | installment | | +| | | | plan term and | | +| | | | may have an | | +| | | | optional or | | +| | | | required down | | +| | | | payment for the | | +| | | | new Contoso | | +| | | | installment | | +| | | | plan term. ¶ ¶ | | +| | | | ¶ Dual SIM | | +| | | | Dual Standby | | +| | | | Devices ¶ | | +| | | | DSDS devices | | +| | | | may have | | +| | | | multiple Contoso | | +| | | | CTNs associated | | +| | | | to them. The | | +| | | | CTNs may be | | +| | | | billed on | | +| | | | different BANs, | | +| | | | and may also be | | +| | | | a mix of | | +| | | | Business and | | +| | | | Consumer. Apply | | +| | | | the BRE policy | | +| | | | to the CTN that | | +| | | | either | | +| | | | activated first | | +| | | | or the upgrade | | +| | | | was completed | | +| | | | on. ¶ The CTN | | +| | | | is typically | | +| | | | identified by | | +| | | | being under | | +| | | | contract or | | +| | | | with an | | +| | | | installment | | +| | | | plan. The CTN | | +| | | | type will | | +| | | | determine which | | +| | | | BRE period | | +| | | | applies. ¶ | | +| | | | Everything else | | +| | | | about the BRE | | +| | | | process is | | +| | | | normal.For more | | +| | | | information, | | +| | | | see Dual SIM / | | +| | | | Dual Standby | | +| | | | (DSDS) - BCSS . | | +| | | | ¶ Source: | | +| | | | Content: lIMEI | | +| | | | changes for: | | +| | | | COAM | | +| | | | activations | | +| | | | Warranty | | +| | | | exchanges | | +| | | | Device | | +| | | | Protection / | | +| | | | replacements | | +| | | | Manual shared | | +| | | | upgrades Do | | +| | | | not use this | | +| | | | page for: New | | +| | | | device | | +| | | | activations | | +| | | | Add-a-line | | +| | | | Equipment | | +| | | | upgrades If | | +| | | | the customer | | +| | | | obtained their | | +| | | | device through | | +| | | | a new | | +| | | | activation or | | +| | | | equipment | | +| | | | upgrade, refer | | +| | | | to: Wireless | | +| | | | Account Changes | | +| | | | - OPUS - | | +| | | | Business > | | +| | | | Equipment | | +| | | | and/or SIM | | +| | | | Change | | +| | | | Customers can | | +| | | | complete an | | +| | | | IMEI update in | | +| | | | Premier by | | +| | | | selecting | | +| | | | Account | | +| | | | Management > I | | +| | | | Want To. | | +| | | | Perform IMEI | | +| | | | updates using | | +| | | | the myContoso | | +| | | | Business App by | | +| | | | AOP/TCM/D2D | | +| | | | only. The | | +| | | | device must be | | +| | | | a GSM, EDGE, or | | +| | | | UMTS device. | | +| | | | IMEI changes | | +| | | | can only be | | +| | | | done while the | | +| | | | device is on | | +| | | | the domestic | | +| | | | Contoso network. | | +| | | | Voicemail: | | +| | | | Customers who | | +| | | | move to and | | +| | | | from any type | | +| | | | of wireless | | +| | | | voicemail | | +| | | | feature do not | | +| | | | lose their | | +| | | | existing | | +| | | | mailbox, | | +| | | | including any | | +| | | | messages and | | +| | | | greetings. | | +| | | | Ringtones, | | +| | | | games, and | | +| | | | premium | | +| | | | downloads | | +| | | | cannot be | | +| | | | transferred | | +| | | | from one IMEI | | +| | | | to another. | | +| | | | Existing | | +| | | | customers who | | +| | | | acquire a COAM | | +| | | | device and then | | +| | | | request to | | +| | | | change their | | +| | | | IMEI are not | | +| | | | required to | | +| | | | extend their | | +| | | | contract. CRU | | +| | | | end-users must | | +| | | | have the proper | | +| | | | FaST profile | | +| | | | authorization | | +| | | | to perform | | +| | | | IMEI, feature, | | +| | | | and rate plan | | +| | | | changes. If | | +| | | | necessary, | | +| | | | follow your | | +| | | | department's | | +| | | | guidelines for | | +| | | | contacting an | | +| | | | authorized | | +| | | | requestor or | | +| | | | refer the end- | | +| | | | user to an | | +| | | | authorized | | +| | | | requestor to | | +| | | | obtain | | +| | | | authorization. | | +| | | | Exception: If | | +| | | | the end-user is | | +| | | | replacing an | | +| | | | incompatible | | +| | | | rate | | +| | | | plan/feature | | +| | | | with a similar, | | +| | | | compatible rate | | +| | | | plan/feature. | | +| | | | For other | | +| | | | exceptions, | | +| | | | refer to | | +| | | | Account | | +| | | | Verification | | +| | | | Process - BCSS | | +| | | | Perform all | | +| | | | IMEI changes in | | +| | | | OPUS. Dual SIM | | +| | | | devices: | | +| | | | Always activate | | +| | | | IMEI #1 first. | | +| | | | IMEI #2 should | | +| | | | only be | | +| | | | activated if | | +| | | | IMEI #1 is | | +| | | | already active. | | +| | | | Need to know | | +| | | | about Dual SIM? | | +| | | | See Dual SIM / | | +| | | | Dual Standby | | +| | | | (DSDS) - BCSS. | | +| | | | If the | | +| | | | transaction | | +| | | | errors out in | | +| | | | the ordering | | +| | | | system, process | | +| | | | in Telegence. | | +| | | | If the | | +| | | | Telegence | | +| | | | transaction | | +| | | | also fails: | | +| | | | BMC/BME: File | | +| | | | an OPUS Unable | | +| | | | to Complete | | +| | | | transaction and | | +| | | | Other Billing | | +| | | | System Error | | +| | | | Clarify case | | +| | | | and mark as | | +| | | | Urgent. | | +| | | | Enhanced Care: | | +| | | | Contact the | | +| | | | Resolution Team | | +| | | | to report the | | +| | | | issue. COAM | | +| | | | activations | | +| | | | are: A | | +| | | | device branded | | +| | | | by another | | +| | | | carrier the | | +| | | | customer is | | +| | | | activating on | | +| | | | Contoso service A | | +| | | | device | | +| | | | purchased at | | +| | | | full retail | | +| | | | price or where | | +| | | | the contract | | +| | | | period is | | +| | | | completed iOS | | +| | | | 5 users only: | | +| | | | Do not delete | | +| | | | parked upgrade | | +| | | | information or | | +| | | | perform any | | +| | | | IMEI change | | +| | | | until the | | +| | | | customer powers | | +| | | | on the device | | +| | | | and completes | | +| | | | the on-device | | +| | | | activation. | | +| | | | BMC: Offer to | | +| | | | send a Post | | +| | | | Call | | +| | | | Notification | | +| | | | (PCN)/Customer | | +| | | | Expectations | | +| | | | Email (CEE) to | | +| | | | the customer; | | +| | | | see Post Call | | +| | | | Notification | | +| | | | (PCN) - Clarify | | +| | | | - BMC. | | +| | | | Enhanced Care: | | +| | | | Refer to | | +| | | | Customer | | +| | | | Expectations - | | +| | | | BME when | | +| | | | setting | | +| | | | expectations. | | +| | | | Device | | +| | | | Protection If | | +| | | | the customer is | | +| | | | already | | +| | | | enrolled, they | | +| | | | can remain | | +| | | | enrolled. If | | +| | | | the customer | | +| | | | currently does | | +| | | | not have device | | +| | | | protection and | | +| | | | inquires about | | +| | | | it, verify | | +| | | | eligibility. | | +| | | | Dual SIM | | +| | | | devices: | | +| | | | Only one CTN | | +| | | | associated with | | +| | | | the device | | +| | | | should be | | +| | | | enrolled. Do | | +| | | | not enroll | | +| | | | multiple CTNs | | +| | | | on a Dual | | +| | | | SIM/Dual | | +| | | | Standby (DSDS) | | +| | | | device. Prior | | +| | | | to adding | | +| | | | device | | +| | | | protection, | | +| | | | always confirm | | +| | | | with the | | +| | | | customer if | | +| | | | another CTN is | | +| | | | active and | | +| | | | already | | +| | | | enrolled. If | | +| | | | accessing | | +| | | | another | | +| | | | account, always | | +| | | | authenticate | | +| | | | each account | | +| | | | based on the | | +| | | | BAN type. For | | +| | | | devices ordered | | +| | | | as an equipment | | +| | | | upgrade, but | | +| | | | activating on a | | +| | | | line different | | +| | | | than the one | | +| | | | the customer | | +| | | | ordered it on, | | +| | | | follow the | | +| | | | steps below. | | +| | | | For iPhones | | +| | | | ordered as an | | +| | | | equipment | | +| | | | upgrade, but | | +| | | | activating on a | | +| | | | line different | | +| | | | than the one | | +| | | | the customer | | +| | | | ordered it on, | | +| | | | refer to Manual | | +| | | | Shared Upgrades | | +| | | | (Moving Parked | | +| | | | iPhone | | +| | | | Equipment). If | | +| | | | the customer is | | +| | | | unsure or is | | +| | | | changing to a | | +| | | | device that | | +| | | | Contoso has not | | +| | | | provided or | | +| | | | approved, make | | +| | | | sure they are | | +| | | | aware they may | | +| | | | encounter | | +| | | | service issues | | +| | | | on our network. | | +| | | | Note the | | +| | | | account that | | +| | | | you informed | | +| | | | the customer of | | +| | | | this. Ensure | | +| | | | the customer | | +| | | | has the | | +| | | | appropriate SIM | | +| | | | card for their | | +| | | | device. Refer | | +| | | | to SIM Types | | +| | | | and Technology | | +| | | | in the SIM | | +| | | | Knowledge | | +| | | | Center - BCSS. | | +| | | | If the customer | | +| | | | does not have | | +| | | | the appropriate | | +| | | | SIM, refer to | | +| | | | SIM Card Orders | | +| | | | – BCSS. Heads | | +| | | | up! CRU | | +| | | | customers are | | +| | | | exempt from | | +| | | | this step. | | +| | | | Proceed to step | | +| | | | 6. Ask the | | +| | | | customer if | | +| | | | they are on the | | +| | | | wireless device | | +| | | | and would like | | +| | | | assistance | | +| | | | transferring | | +| | | | contacts. If | | +| | | | they do not | | +| | | | need assistance | | +| | | | or the device | | +| | | | is a laptop or | | +| | | | AirCard, | | +| | | | proceed to step | | +| | | | 6. If they are | | +| | | | on their device | | +| | | | and would like | | +| | | | assistance | | +| | | | Source: | | +| | | | Content: 4. | | +| | | | Results will | | +| | | | display on the | | +| | | | screen. Back | | +| | | | to Top Dual | | +| | | | SIM Dual | | +| | | | Standby Devices | | +| | | | DSDS devices | | +| | | | may have | | +| | | | multiple Contoso | | +| | | | CTNs associated | | +| | | | to them.  The | | +| | | | CTNs may be | | +| | | | billed on | | +| | | | different BANs, | | +| | | | and may also be | | +| | | | a mix of | | +| | | | Business and | | +| | | | Consumer.  | | +| | | | Apply the BRE | | +| | | | policy to the | | +| | | | CTN that either | | +| | | | activated first | | +| | | | or the upgrade | | +| | | | was completed | | +| | | | on.  The CTN | | +| | | | is typically | | +| | | | identified by | | +| | | | being under | | +| | | | contract or | | +| | | | with an | | +| | | | installment | | +| | | | plan.  The CTN | | +| | | | type will | | +| | | | determine which | | +| | | | BRE period | | +| | | | applies.  | | +| | | | After the | | +| | | | initial | | +| | | | activation or | | +| | | | upgrade, any | | +| | | | other Contoso CTN | | +| | | | would be a BYOD | | +| | | | activation/equi | | +| | | | pment change | | +| | | | and normal | | +| | | | cancelation | | +| | | | rules apply.  | | +| | | | When doing a | | +| | | | cancellation or | | +| | | | exchange, make | | +| | | | sure to first | | +| | | | discuss what | | +| | | | the customer | | +| | | | wants to do | | +| | | | with any other | | +| | | | CTN associated | | +| | | | with the | | +| | | | device.  | | +| | | | Everything else | | +| | | | about the BRE | | +| | | | process is | | +| | | | normal. For | | +| | | | more | | +| | | | information, | | +| | | | see Dual SIM / | | +| | | | Dual Standby | | +| | | | (DSDS) - BCSS . | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: ¶ ¶ | | +| | | | ¶ ¶ ¶ ¶ | | +| | | | Tips to get you | | +| | | | started.¶ ¶ | | +| | | | Prior to | | +| | | | promoting an | | +| | | | Contoso product, | | +| | | | review the CPNI | | +| | | | indicator and | | +| | | | CPNI Product | | +| | | | List to | | +| | | | determine if | | +| | | | CPNI consent is | | +| | | | required. | | +| | | | FirstNet | | +| | | | restrictions:¶ | | +| | | | FirstNet Agency | | +| | | | Paid (CRU): | | +| | | | Promoting | | +| | | | products is per | | +| | | | mitted.FirstNet | | +| | | | Subscriber Paid | | +| | | | (SIG):¶ 1 | | +| | | | Smartphone or | | +| | | | Feature Phone1 | | +| | | | Tablet1 | | +| | | | Wearable1 | | +| | | | Hotspot - | | +| | | | requires an | | +| | | | active FirstNet | | +| | | | Smartphone | | +| | | | line¶ ¶ Help | | +| | | | customers get a | | +| | | | credit for | | +| | | | their old | | +| | | | device by | | +| | | | configuring and | | +| | | | submitting an | | +| | | | Contoso Business | | +| | | | Trade-In quote. | | +| | | | Use the | | +| | | | Accessory 3Ps | | +| | | | (Power, | | +| | | | Protection, Per | | +| | | | sonalization) | | +| | | | selling | | +| | | | technique to | | +| | | | offer and | | +| | | | present | | +| | | | accessories. | | +| | | | When searching | | +| | | | for accessories | | +| | | | online, enter | | +| | | | the desired | | +| | | | accessory in | | +| | | | the Find | | +| | | | Accessories For | | +| | | | Your Device | | +| | | | box. Links not | | +| | | | available? | | +| | | | Articles linked | | +| | | | from this page | | +| | | | may be | | +| | | | restricted to | | +| | | | specific myCSP | | +| | | | profiles.¶ ¶ | | +| | | | ¶ ¶ ¶ | | +| | | | ¶ ¶ | | +| | | | Product | | +| | | | Benefits¶ ¶ | | +| | | | Product | | +| | | | Benefits | | +| | | | Accessories ¶ | | +| | | | Power, | | +| | | | Protection, and | | +| | | | Personalization | | +| | | | ¶ ¶ Batteries | | +| | | | and Chargers:¶ | | +| | | | Charge on the | | +| | | | go solution.Cha | | +| | | | rging and | | +| | | | protection | | +| | | | solution in one | | +| | | | accessory.¶ | | +| | | | Cases and | | +| | | | Protection:¶ | | +| | | | Protect the | | +| | | | device from | | +| | | | damage.Maximize | | +| | | | the value of | | +| | | | device trade- | | +| | | | in.¶ ¶ Add-a- | | +| | | | Line ¶ Stay | | +| | | | in touch with | | +| | | | customers while | | +| | | | on the | | +| | | | move.Contact | | +| | | | employees | | +| | | | throughout the | | +| | | | workday.¶ Contoso | | +| | | | Internet for | | +| | | | Business ¶ | | +| | | | 20,000 hotspots | | +| | | | nationwide.No | | +| | | | data | | +| | | | caps.Wireless | | +| | | | networking | | +| | | | within the | | +| | | | customer's | | +| | | | office.¶ | | +| | | | DIRECTV for | | +| | | | Business ¶ | | +| | | | Bars and | | +| | | | restaurants use | | +| | | | DIRECTV | | +| | | | programming and | | +| | | | premium sports | | +| | | | packages to | | +| | | | directly | | +| | | | produce | | +| | | | revenue.Creates | | +| | | | a calming and | | +| | | | relaxing enviro | | +| | | | nment.DIRECTV | | +| | | | can be | | +| | | | positioned as | | +| | | | an amenity.¶ | | +| | | | Device | | +| | | | Protection ¶ | | +| | | | Device | | +| | | | Protection¶ | | +| | | | Protection | | +| | | | against loss, | | +| | | | theft, physical | | +| | | | and liquid | | +| | | | damage, and | | +| | | | out-of-warranty | | +| | | | malfunctions.Fi | | +| | | | le claims | | +| | | | online 24/7.¶ | | +| | | | Contoso Protect | | +| | | | Advantage¶ | | +| | | | Multi-device | | +| | | | optionProTech | | +| | | | Support¶ ¶ | | +| | | | Tablets ¶ Be | | +| | | | connected when | | +| | | | on the | | +| | | | move.Customized | | +| | | | on-device exper | | +| | | | ience.Access to | | +| | | | important | | +| | | | tools.¶ ¶ ¶ | | +| | | | ¶ Promote | | +| | | | the Product¶ ¶ | | +| | | | ¶ Review the | | +| | | | CPNI indicator | | +| | | | to determine if | | +| | | | CPNI consent is | | +| | | | required. Refer | | +| | | | to the CPNI | | +| | | | Product List in | | +| | | | Customer | | +| | | | Proprietary | | +| | | | Network | | +| | | | Information | | +| | | | (CPNI) - BCSS.¶ | | +| | | | ¶ BMSC/BMSS: | | +| | | | Read the CPNI | | +| | | | statement on | | +| | | | every call that | | +| | | | does not have | | +| | | | permanent | | +| | | | consent on the | | +| | | | account. This | | +| | | | applies whether | | +| | | | or not you are | | +| | | | offering a | | +| | | | product. Record | | +| | | | the customer's | | +| | | | response to the | | +| | | | CPNI | | +| | | | statement.When | | +| | | | speaking to an | | +| | | | AOP/DD/DM/TCM, | | +| | | | attempt to gain | | +| | | | Permanent CPNI | | +| | | | Consent. | | +| | | | Explain that | | +| | | | permanent | | +| | | | consent allows | | +| | | | Contoso to store | | +| | | | the customer's | | +| | | | preferences, so | | +| | | | that they will | | +| | | | not be reviewed | | +| | | | on each call | | +| | | | going forward.¶ | | +| | | | ¶ Update the | | +| | | | CPNI indicator | | +| | | | with the | | +| | | | customer's | | +| | | | response.¶ ¶ | | +| | | | Clarify: Set | | +| | | | CPNI Preference | | +| | | | sOPUS: Change | | +| | | | CPNI ConsentTel | | +| | | | egence: Setting | | +| | | | CPNI | | +| | | | Preference¶ ¶ | | +| | | | Promote the | | +| | | | product. Follow | | +| | | | the 5-step | | +| | | | process to | | +| | | | successfully | | +| | | | promote the | | +| | | | Contoso product.¶ | | +| | | | ¶ 1¶ ¶ | | +| | | | Discover¶ ¶ ¶ | | +| | | | ¶ Listen for | | +| | | | cues that | | +| | | | indicate the | | +| | | | customer's need | | +| | | | and lead to | | +| | | | discovery | | +| | | | questions.Use | | +| | | | tools like | | +| | | | Snapshot to | | +| | | | determine | | +| | | | number of | | +| | | | lines, types of | | +| | | | devices, and | | +| | | | services on the | | +| | | | account.Review | | +| | | | upgrade | | +| | | | eligibility and | | +| | | | proactively | | +| | | | offer upgrades | | +| | | | to eligible | | +| | | | customers.¶ | | +| | | | Proactive | | +| | | | approach helps | | +| | | | ensure | | +| | | | customers have | | +| | | | the latest | | +| | | | products, | | +| | | | reducing | | +| | | | potential | | +| | | | device issues, | | +| | | | and increases | | +| | | | customer | | +| | | | loyalty.¶ | | +| | | | Asking the | | +| | | | right questions | | +| | | | helps to | | +| | | | understand the | | +| | | | customer's | | +| | | | current | | +| | | | situation, | | +| | | | wants, needs, | | +| | | | and details for | | +| | | | your | | +| | | | recommendation. | | +| | | | Questions | | +| | | | provide | | +| | | | information to | | +| | | | personalize the | | +| | | | benefits when | | +| | | | making a | | +| | | | recommendation | | +| | | | and when | | +| | | | responding to o | | +| | | | bjections/conce | | +| | | | rns.¶ Direct: | | +| | | | Assists in | | +| | | | identifying the | | +| | | | right product | | +| | | | to drive a | | +| | | | recommendation. | | +| | | | Example: Do you | | +| | | | currently use | | +| | | | your phone | | +| | | | primarily for | | +| | | | phone calls or | | +| | | | email? Or | | +| | | | both?Open- | | +| | | | Ended: | | +| | | | Identifies the | | +| | | | personalized | | +| | | | benefit to use | | +| | | | in the | | +| | | | recommendation. | | +| | | | Example: What | | +| | | | do you use most | | +| | | | on your smartph | | +| | | | one?Closed: | | +| | | | Help obtain | | +| | | | specific | | +| | | | details to wrap | | +| | | | up the | | +| | | | variation of | | +| | | | the product/pac | | +| | | | kage/bundle. | | +| | | | Example: | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 29 | Can the | Yes, | Content: . | 10 | +| | trade-in | customers | Confirm this | | +| | requests be | can track | email address | | +| | tracked? | the status | to ensure they | | +| | | of their | receive the | | +| | | trade-in | quote. BAN | | +| | | requests | FANCustomer | | +| | | through the | Information - | | +| | | Contoso | Screenshot 10 | | +| | | Business | Prior to | | +| | | Trade-In | submitting, | | +| | | tool, which | cover their | | +| | | provides | next steps to | | +| | | device-level | properly | | +| | | status | prepare devices | | +| | | updates | for trade-in. | | +| | | throughout | If they're | | +| | | the | upgrading and | | +| | | transaction | receiving new | | +| | | (Source: | devices, as | | +| | | context). | well as trading | | +| | | | in devices, | | +| | | | they must use | | +| | | | the unique | | +| | | | shipping | | +| | | | materials and | | +| | | | labels from the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program to ship | | +| | | | their trade-in | | +| | | | devices back. | | +| | | | They should not | | +| | | | use the label | | +| | | | included with | | +| | | | their new | | +| | | | device. Using | | +| | | | the return | | +| | | | label that | | +| | | | arrives with | | +| | | | the new device | | +| | | | causes the | | +| | | | trade-in device | | +| | | | to return to | | +| | | | the wrong | | +| | | | warehouse and | | +| | | | prevents them | | +| | | | from receiving | | +| | | | credit.Suggeste | | +| | | | d Verbiage: | | +| | | | You'll receive | | +| | | | an email | | +| | | | shortly giving | | +| | | | you | | +| | | | instructions to | | +| | | | log into Contoso | | +| | | | Business Trade- | | +| | | | In to review | | +| | | | and accept the | | +| | | | quote I've | | +| | | | created for | | +| | | | you. Once you | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions, | | +| | | | you'll receive | | +| | | | customized | | +| | | | shipping | | +| | | | materials to | | +| | | | the address you | | +| | | | provide within | | +| | | | 5-7 business | | +| | | | days. Use only | | +| | | | these materials | | +| | | | to return | | +| | | | devices to | | +| | | | ensure accurate | | +| | | | tracking of | | +| | | | your trade-ins. | | +| | | | The shipping | | +| | | | materials | | +| | | | include | | +| | | | everything | | +| | | | you'll need to | | +| | | | send in your | | +| | | | devices | | +| | | | including | | +| | | | boxes, | | +| | | | cardboard | | +| | | | dividers, | | +| | | | sleeves to | | +| | | | protect the | | +| | | | phones, and | | +| | | | prepaid UPS | | +| | | | return labels. | | +| | | | You'll also | | +| | | | receive | | +| | | | valuable | | +| | | | information | | +| | | | about: How | | +| | | | to turn off | | +| | | | activation | | +| | | | locks prior to | | +| | | | shipping | | +| | | | devices How to | | +| | | | update the | | +| | | | quote 11 | | +| | | | Select Submit | | +| | | | to Customer and | | +| | | | a pop-up | | +| | | | displays. | | +| | | | Acknowledgement | | +| | | | - Screenshot | | +| | | | 12 Select Send | | +| | | | Quote to | | +| | | | proceed and | | +| | | | submit the | | +| | | | quote for their | | +| | | | review. Upon | | +| | | | submission, | | +| | | | they receive | | +| | | | the quote sent | | +| | | | to the email | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. The | | +| | | | email includes | | +| | | | the details of | | +| | | | their trade-in | | +| | | | quote, such as: | | +| | | | Instructions on | | +| | | | accessing the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | via links | | +| | | | within their | | +| | | | Premier account | | +| | | | Quote #/$ Value | | +| | | | /Expiration | | +| | | | Date 14 If | | +| | | | your customer | | +| | | | calls with | | +| | | | questions about | | +| | | | their quote, | | +| | | | status of their | | +| | | | shipping | | +| | | | materials, | | +| | | | receipt of | | +| | | | their devices, | | +| | | | or trade-in | | +| | | | credit, warm | | +| | | | transfer them | | +| | | | to the Contoso | | +| | | | Business Trade- | | +| | | | In Support Team | | +| | | | available at | | +| | | | 866.993.5800 | | +| | | | (Monday-Friday, | | +| | | | 9 a.m. - 5 p.m. | | +| | | | CT) or via | | +| | | | email at suppor | | +| | | | t@attbusinesstr | | +| | | | adein.com. | | +| | | | Accept/Edit the | | +| | | | Quote | | +| | | | Instructions to | | +| | | | access the | | +| | | | quote are | | +| | | | emailed to | | +| | | | customers using | | +| | | | the email | | +| | | | address they | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. To | | +| | | | accept or edit | | +| | | | the trade-in | | +| | | | quote, they | | +| | | | access the link | | +| | | | to their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool through | | +| | | | their Premier | | +| | | | account. | | +| | | | Within Premier, | | +| | | | they can access | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In link | | +| | | | (labeled Trade- | | +| | | | In Program) 2 | | +| | | | ways: | | +| | | | Premier Online | | +| | | | Care: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Premier Online | | +| | | | Sales: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Heads Up: | | +| | | | Customers that | | +| | | | have been | | +| | | | migrated to | | +| | | | myatt.com will | | +| | | | need to access | | +| | | | the link to | | +| | | | their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | included in the | | +| | | | email or use ww | | +| | | | w.attbusinesstr | | +| | | | adein.com. | | +| | | | After selecting | | +| | | | Trade-In | | +| | | | Program, from | | +| | | | the homepage | | +| | | | they select | | +| | | | Manage Quotes. | | +| | | | Manage Quotes - | | +| | | | Screenshot Now | | +| | | | they can select | | +| | | | the quote you | | +| | | | created for | | +| | | | them by | | +| | | | clicking the | | +| | | | quote number. | | +| | | | Quotes - | | +| | | | Screenshot | | +| | | | Click the Add | | +| | | | Contact | | +| | | | Information | | +| | | | button. Once | | +| | | | selected: | | +| | | | They can edit | | +| | | | the make, | | +| | | | model, and | | +| | | | quantity of | | +| | | | devices prior | | +| | | | to accepting | | +| | | | it. Effective | | +| | | | April 7, 20019, | | +| | | | Contoso Business | | +| | | | Trade-In will | | +| | | | provide 2 | | +| | | | options for | | +| | | | customers to | | +| | | | receive prepaid | | +| | | | shipping labels | | +| | | | for their | | +| | | | locations to | | +| | | | return devices. | | +| | | | Customers | | +| | | | select one of | | +| | | | the options | | +| | | | when accepting | | +| | | | their trade-in | | +| | | | quote. | | +| | | | Option 1: Link | | +| | | | provided for | | +| | | | location(s) to | | +| | | | print prepaid | | +| | | | labels and use | | +| | | | their own | | +| | | | shipping | | +| | | | materials (link | | +| | | | available | | +| | | | immediately). | | +| | | | Option 2: Contoso | | +| | | | Business Trade- | | +| | | | In sends | | +| | | | prepaid labels | | +| | | | and free | | +| | | | shipping | | +| | | | materials to | | +| | | | locations | | +| | | | (materials | | +| | | | arrive in 5 – 7 | | +| | | | days). The | | +| | | | customer | | +| | | | accepts the | | +| | | | T&Cs and | | +| | | | receive an | | +| | | | email | | +| | | | confirmation | | +| | | | with: | | +| | | | Information | | +| | | | about shipping | | +| | | | materials - | | +| | | | Including link | | +| | | | to print labels | | +| | | | if they | | +| | | | selected that | | +| | | | option. Steps | | +| | | | to ensure | | +| | | | smooth | | +| | | | processing. | | +| | | | Explanation of | | +| | | | the processing | | +| | | | and credit | | +| | | | process. Contoso | | +| | | | Business Trade- | | +| | | | In Processing | | +| | | | Center Receives | | +| | | | Devices The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Processing | | +| | | | Center confirms | | +| | | | actual trade-in | | +| | | | value based on | | +| | | | device | | +| | | | conditions. | | +| | | | Does the device | | +| | | | power on and | | +| | | | off? Has the | | +| | | | Activation Lock | | +| | | | been disabled | | +| | | | (Find my | | +| | | | iPhone-FMiP)? | | +| | | | Is the device | | +| | | | functioning | | +| | | | correctly and | | +| | | | intact, free of | | +| | | | any chips, | | +| | | | cracks, | | +| | | | bruised/dead | | +| | | | pixels, or | | +| | | | burn-in? | | +| | | | Source: | | +| | | | Content: -mail | | +| | | | which contains | | +| | | | link to prepaid | | +| | | | shipping label. | | +| | | | ¶ Users also | | +| | | | have the | | +| | | | ability to | | +| | | | educate | | +| | | | customers of | | +| | | | the potential | | +| | | | trade-in value | | +| | | | of their device | | +| | | | by entering the | | +| | | | make and model | | +| | | | of their | | +| | | | current | | +| | | | device.¶ This | | +| | | | step is not | | +| | | | required to | | +| | | | proceed but | | +| | | | will help to | | +| | | | level set | | +| | | | promotional | | +| | | | eligibility.¶ | | +| | | | The trade-in | | +| | | | promo opt-in is | | +| | | | at the order | | +| | | | level.¶ ¶ The | | +| | | | line level | | +| | | | promo is | | +| | | | displayed on | | +| | | | the ‘Review | | +| | | | Order’ page. | | +| | | | Customer can | | +| | | | have different | | +| | | | trade-in | | +| | | | promotions in | | +| | | | the same order | | +| | | | based on each | | +| | | | line’s | | +| | | | qualifying | | +| | | | purchases. | | +| | | | Seller must | | +| | | | enter the | | +| | | | customer email | | +| | | | address | | +| | | | Customers will | | +| | | | be sent an | | +| | | | email regarding | | +| | | | the promotion | | +| | | | once the | | +| | | | eligible device | | +| | | | ships.¶ Again, | | +| | | | If the customer | | +| | | | is NOT opt’ d | | +| | | | into the | | +| | | | promotion they | | +| | | | will NOT | | +| | | | receive the | | +| | | | Trade-In | | +| | | | promotion | | +| | | | e-mail which | | +| | | | contains link | | +| | | | to prepaid | | +| | | | shipping label. | | +| | | | ¶ Do NOT use | | +| | | | the Trade-In | | +| | | | tool for any | | +| | | | customer taking | | +| | | | advantage of | | +| | | | promotional | | +| | | | Trade-In Offer. | | +| | | | Once the device | | +| | | | ships the | | +| | | | customer will | | +| | | | receive the | | +| | | | following email | | +| | | | that will | | +| | | | provide the | | +| | | | customer a link | | +| | | | to print their | | +| | | | own prepaid | | +| | | | self-service | | +| | | | shipping label. | | +| | | | Example can be | | +| | | | found below.¶ | | +| | | | ¶ This email | | +| | | | can take | | +| | | | approx. 3 | | +| | | | business days | | +| | | | from the time | | +| | | | that the device | | +| | | | ships. The | | +| | | | email also | | +| | | | allows the | | +| | | | customer to | | +| | | | review the T&Cs | | +| | | | of the trade-in | | +| | | | promo by | | +| | | | clicking ‘offer | | +| | | | details’. | | +| | | | Customers can | | +| | | | also contact | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | in customer | | +| | | | service to | | +| | | | request | | +| | | | physical | | +| | | | shipping | | +| | | | material. Once | | +| | | | the devices are | | +| | | | returned, they | | +| | | | are processed | | +| | | | to determine | | +| | | | promotion | | +| | | | eligibility.¶ | | +| | | | If the | | +| | | | processed | | +| | | | device does NOT | | +| | | | meet the | | +| | | | minimum Trade- | | +| | | | In device | | +| | | | value, the | | +| | | | customer will | | +| | | | not receive | | +| | | | promotional | | +| | | | installment | | +| | | | credits. ¶ If | | +| | | | all eligibility | | +| | | | criteria is met | | +| | | | the customer | | +| | | | can expect | | +| | | | their | | +| | | | installment | | +| | | | credits to be | | +| | | | applied and | | +| | | | appear within 3 | | +| | | | billing cycles. | | +| | | | ¶ ¶ Note: | | +| | | | Customer should | | +| | | | not at any time | | +| | | | use the BRE | | +| | | | label included | | +| | | | in the new | | +| | | | device box to | | +| | | | ship their | | +| | | | Trade-In | | +| | | | devices back. ¶ | | +| | | | ¶ If the BRE | | +| | | | label is | | +| | | | utilized the | | +| | | | customer will | | +| | | | NOT receive the | | +| | | | promotional | | +| | | | installment | | +| | | | credits.¶ What | | +| | | | the Customer | | +| | | | Can Expect¶ ¶ | | +| | | | Process begins | | +| | | | when the | | +| | | | Customer’s | | +| | | | order ships. | | +| | | | Not when it is | | +| | | | ordered. If a | | +| | | | customer has no | | +| | | | other | | +| | | | promotions | | +| | | | beyond the | | +| | | | Trade-in, they | | +| | | | will receive a | | +| | | | welcome email | | +| | | | from donotreply | | +| | | | @ATT.TradeIn- | | +| | | | Program.com in | | +| | | | 1-2 days.¶ | | +| | | | This email is | | +| | | | generated by an | | +| | | | automated | | +| | | | process and | | +| | | | includes a link | | +| | | | that allows the | | +| | | | customer to | | +| | | | print their own | | +| | | | return label ¶ | | +| | | | However¶ ¶ If | | +| | | | the customer | | +| | | | has multiple | | +| | | | promotions | | +| | | | stacked on the | | +| | | | order a manual | | +| | | | process is used | | +| | | | to generate the | | +| | | | welcome email | | +| | | | from, donotrepl | | +| | | | y@ATT.TradeIn- | | +| | | | Program.com and | | +| | | | it can take | | +| | | | 7-10 days for | | +| | | | the welcome | | +| | | | email to | | +| | | | arrive.¶ ¶ | | +| | | | Due to lack of | | +| | | | automation the | | +| | | | customer will | | +| | | | also be getting | | +| | | | a return label | | +| | | | shipped to them | | +| | | | - the process | | +| | | | can take an | | +| | | | additional 7-10 | | +| | | | days depending | | +| | | | on the speed of | | +| | | | the postal | | +| | | | service¶ | | +| | | | Customers need | | +| | | | to save the | | +| | | | tracking | | +| | | | numbers on | | +| | | | their return | | +| | | | labels, Contoso | | +| | | | has no way to | | +| | | | retrieve them | | +| | | | for the | | +| | | | customer.¶ ¶ | | +| | | | Once customer | | +| | | | have their | | +| | | | shipping | | +| | | | material | | +| | | | (either printed | | +| | | | out or sent to | | +| | | | them by mail) | | +| | | | they may return | | +| | | | their devices – | | +| | | | The customer | | +| | | | controls the | | +| | | | timeline on | | +| | | | this. Trade-in | | +| | | | travels to | | +| | | | Contoso’s trade-in | | +| | | | warehouse - Up | | +| | | | to a week | | +| | | | depending on | | +| | | | the postal | | +| | | | service When | | +| | | | the Package | | +| | | | arrives at the | | +| | | | Contoso Trade in | | +| | | | Center it is | | +| | | | scanned in.¶ | | +| | | | That scan | | +| | | | generates a | | +| | | | second email to | | +| | | | the customer | | +| | | | letting the | | +| | | | customer know | | +| | | | the device has | | +| | | | arrived at Contoso | | +| | | | and is being | | +| | | | assessed ¶ | | +| | | | Assessment | | +| | | | takes 7-10 | | +| | | | days. Once a | | +| | | | week a report | | +| | | | is sent to Contoso | | +| | | | for processing | | +| | | | – Every 7 days | | +| | | | Contoso Manually | | +| | | | formats the | | +| | | | report and | | +| | | | scrubs for | | +| | | | errors. – 7 | | +| | | | Days Contoso runs | | +| | | | scripting that | | +| | | | confirms or | | +| | | | denies | | +| | | | eligibility – 1 | | +| | | | day Credits | | +| | | | begin in 1 -2 | | +| | | | Bill cycles. | | +| | | | Most Accounts | | +| | | | will see | | +| | | | credits begin | | +| | | | within 3 | | +| | | | billing cycles | | +| | | | Wrong Label | | +| | | | (BRE) Used to | | +| | | | Return Trade-In | | +| | | | Device Check in | | +| | | | AIR/Order Track | | +| | | | to confirm if | | +| | | | device was | | +| | | | received to the | | +| | | | warehouse.¶ ¶ | | +| | | | In AIR, enter | | +| | | | the RMA number | | +| | | | listed as an | | +| | | | invoice | | +| | | | number.¶ ¶ | | +| | | | You can look up | | +| | | | the RMA number | | +| | | | that generated | | +| | | | during the | | +| | | | original order | | +| | | | in Order | | +| | | | Track.If the | | +| | | | RMA number | | +| | | | displays a | | +| | | | device in AIR, | | +| | | | the customer | | +| | | | has used the | | +| | | | BRE label | | +| | | | instead of the | | +| | | | return label.¶ | | +| | | | If device was | | +| | | | received by the | | +| | | | incorrect | | +| | | | warehouse, | | +| | | | create an | | +| | | | Clarify Urgent | | +| | | | Case to engage | | +| | | | the ICU team. | | +| | | | Include:¶ | | +| | | | CTN(s) needing | | +| | | | creditsName of | | +| | | | the | | +| | | | promotionM&P | | +| | | | IDCredit amount | | +| | | | anticipatedOrde | | +| | | | r numberAny | | +| | | | other relevant | | +| | | | information¶ | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Know | What | | +| | | | the Customer | | +| | | | Needs to Know | | | +| | | | FAQ This | | +| | | | article | | +| | | | provides detail | | +| | | | on using the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program and | | +| | | | tool to provide | | +| | | | value back to | | +| | | | CRU Business | | +| | | | customers for | | +| | | | their Mobile | | +| | | | devices.Looking | | +| | | | for Trade-In | | +| | | | promo support? | | +| | | | See Premium | | +| | | | Device Trade-In | | +| | | | Offer - BCSS | | +| | | | and Tiered Gets | | +| | | | Better with | | +| | | | Trade-In - | | +| | | | BCSS. The Contoso | | +| | | | Business Trade- | | +| | | | In program | | +| | | | enables CRU | | +| | | | Business | | +| | | | customers in | | +| | | | all segments to | | +| | | | earn credits on | | +| | | | their Contoso | | +| | | | wireless BAN | | +| | | | for mobile | | +| | | | devices | | +| | | | returned to | | +| | | | Contoso. When | | +| | | | customers are | | +| | | | upgrading | | +| | | | lines, porting | | +| | | | in lines, or | | +| | | | have devices | | +| | | | they're no | | +| | | | longer using, | | +| | | | use the tool to | | +| | | | configure a | | +| | | | quote for | | +| | | | device trade- | | +| | | | ins to help | | +| | | | them offset the | | +| | | | costs of any | | +| | | | new Contoso | | +| | | | equipment or | | +| | | | service | | +| | | | purchases. No | | +| | | | purchase is | | +| | | | necessary to | | +| | | | take advantage | | +| | | | of the tool. | | +| | | | Win more | | +| | | | business faster | | +| | | | by offering | | +| | | | trade-ins to | | +| | | | your customers: | | +| | | | The value from | | +| | | | the devices can | | +| | | | be used to | | +| | | | invest in new | | +| | | | solutions, | | +| | | | including | | +| | | | devices, Mobile | | +| | | | Protection Pack | | +| | | | for Business, | | +| | | | AMAs, security, | | +| | | | and so on. | | +| | | | Heads Up: The | | +| | | | customer must | | +| | | | be the sole and | | +| | | | rightful owner | | +| | | | of the device | | +| | | | they're trading | | +| | | | in. If they're | | +| | | | trading a | | +| | | | device on Contoso | | +| | | | Next, Equipment | | +| | | | Installment | | +| | | | Plan (EIP), or | | +| | | | a device that | | +| | | | was under a | | +| | | | 2-year | | +| | | | contract, the | | +| | | | balance must be | | +| | | | paid in full | | +| | | | before it can | | +| | | | be traded for | | +| | | | value on their | | +| | | | account. Contoso | | +| | | | Business Trade- | | +| | | | In Tool | | +| | | | Instructions | | +| | | | To learn how to | | +| | | | configure a | | +| | | | quote for your | | +| | | | customer, watch | | +| | | | the Trade-In | | +| | | | Tool Video | | +| | | | Demo. Once you | | +| | | | configure and | | +| | | | submit the | | +| | | | quote, the | | +| | | | customer | | +| | | | receives an | | +| | | | email detailing | | +| | | | how to access | | +| | | | the quote to | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions | | +| | | | (T&C), request | | +| | | | prepaid | | +| | | | materials and | | +| | | | labels to | | +| | | | return devices, | | +| | | | and to manage | | +| | | | their quotes | | +| | | | and reports. | | +| | | | When in context | | +| | | | in OPUS working | | +| | | | with a | | +| | | | customer, you | | +| | | | can access the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | through links | | +| | | | we've added to | | +| | | | OPUS and | | +| | | | Clarify. | | +| | | | Additionally, | | +| | | | when you click | | +| | | | the link, it | | +| | | | automatically | | +| | | | logs into the | | +| | | | tool; no need | | +| | | | to manage | | +| | | | separate login | | +| | | | credentials. | | +| | | | From OPUS, you | | +| | | | have 3 ways to | | +| | | | access the | | +| | | | trade-in tool: | | +| | | | OPUS Quick | | +| | | | Links Menu: | | +| | | | OPUS Quick | | +| | | | Links - | | +| | | | Screenshot | | +| | | | Accessibility | | +| | | | to this view | | +| | | | depends upon | | +| | | | user profile. | | +| | | | Not available | | +| | | | in all channels | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In Tool link | | +| | | | does not show | | +| | | | in OPUS Quick | | +| | | | Links until a | | +| | | | customer | | +| | | | account is | | +| | | | pulled up and | | +| | | | verified in | | +| | | | OPUS. | | +| | | | Customer | | +| | | | Summary Page: | | +| | | | If Then | | +| | | | Business Care | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Business Sales | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Order | | +| | | | Confirmation | | +| | | | Page: Order | | +| | | | Confirmation | | +| | | | Page - | | +| | | | Screenshot | | +| | | | From Clarify, | | +| | | | you have 2 ways | | +| | | | to access the | | +| | | | trade-in tool: | | +| | | | Quick Actions: | | +| | | | Quick Actions - | | +| | | | Screenshot | | +| | | | Needs - Tools & | | +| | | | Assistance: | | +| | | | Needs - Tools & | | +| | | | Assistance - | | +| | | | Screenshot | | +| | | | Select Create a | | +| | | | Quote. FAN and | | +| | | | BAN: The tool | | +| | | | uses the FAN | | +| | | | attached to the | | +| | | | account you | | +| | | | accessed in | | +| | | | OPUS and | | +| | | | displays all | | +| | | | the BANs | | +| | | | associated with | | +| | | | it. FAN and | | +| | | | BANs - | | +| | | | Screenshot | | +| | | | Select the BAN | | +| | | | the customer | | +| | | | would like the | | +| | | | trade-in credit | | +| | | | applied to. | | +| | | | Search for the | | +| | | | device type | | +| | | | they're seeking | | +| | | | to trade in. | | +| | | | Tool Tip: | | +| | | | Searching for a | | +| | | | specific device | | +| | | | returns fewer | | +| | | | options. For | | +| | | | example, | | +| | | | searching | | +| | | | iPhone would | | +| | | | return every | | +| | | | style of | | +| | | | iPhone; | | +| | | | searching | | +| | | | iPhone 6 | | +| | | | narrows the | | +| | | | results to the | | +| | | | available | | +| | | | iPhone 6 | | +| | | | models. Search | | +| | | | - Screenshot | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | displays search | | +| | | | results. The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program accepts | | +| | | | devices | | +| | | | previously on | | +| | | | other carrier | | +| | | | networks. | | +| | | | Multiple | | +| | | | carriers | | +| | | | display; select | | +| | | | the correct | | +| | | | carrier and | | +| | | | device | | +| | | | capacity. In | | +| | | | the Quantity | | +| | | | field, enter | | +| | | | the number of | | +| | | | devices and | | +| | | | click Add | | +| | | | Device. The | | +| | | | quantity of 1 | | +| | | | is the default. | | +| | | | The device you | | +| | | | selected | | +| | | | appears in the | | +| | | | Selected | | +| | | | devices cart. | | +| | | | Selected | | +| | | | Devices - | | +| | | | Screenshot | | +| | | | When all | | +| | | | devices are | | +| | | | added, select | | +| | | | Review Quote. | | +| | | | Review Quote - | | +| | | | Screenshot A | | +| | | | summary page | | +| | | | displays. | | +| | | | Review for | | +| | | | accuracy. Make | | +| | | | adjustments to | | +| | | | the trade-in | | +| | | | quote, such as | | +| | | | devices or | | +| | | | quantities on | | +| | | | this page. | | +| | | | Quote Summary - | | +| | | | Screenshot If | | +| | | | all information | | +| | | | is correct: | | +| | | | In the | | +| | | | appropriate | | +| | | | field (if not | | +| | | | already), enter | | +| | | | their company | | +| | | | name. Select | | +| | | | Generate. | | +| | | | Generate - | | +| | | | ScreenshotA | | +| | | | quote summary | | +| | | | and number | | +| | | | generate. Quote | | +| | | | Summary - | | +| | | | Screenshot | | +| | | | Click Add | | +| | | | Customer | | +| | | | Information. | | +| | | | Review the | | +| | | | auto-populated | | +| | | | Primary contact | | +| | | | information | | +| | | | fields with | | +| | | | your customer | | +| | | | and enter any | | +| | | | missing | | +| | | | information: | | +| | | | Customer Email | | +| | | | Address Source: | | +| | | | Content: | | +| | | | Provide the | | +| | | | customer the | | +| | | | case | | +| | | | information and | | +| | | | set expectation | | +| | | | of 3 business | | +| | | | days for ICU | | +| | | | team to | | +| | | | investigate. | | +| | | | If credit is | | +| | | | approved, | | +| | | | credits take up | | +| | | | to 3 billing | | +| | | | cycles. Note | | +| | | | the customer’s | | +| | | | account. For | | +| | | | access issues, | | +| | | | managers should | | +| | | | input a request | | +| | | | through | | +| | | | MyTickets as | | +| | | | representative | | +| | | | requests are | | +| | | | automatically | | +| | | | rejected. For | | +| | | | password | | +| | | | resets, use the | | +| | | | Global Login | | +| | | | Access Portal. | | +| | | | Customer Has | | +| | | | Not Received | | +| | | | Shipping | | +| | | | Materials or | | +| | | | Trade-In Email | | +| | | | Customers can: | | +| | | | ¶ ¶ Send an | | +| | | | email to the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Support mailbox | | +| | | | at support@attb | | +| | | | usinesstradein. | | +| | | | com. ¶ ¶ | | +| | | | Email should | | +| | | | include all | | +| | | | necessary | | +| | | | information | | +| | | | with Customer | | +| | | | Name / Email | | +| | | | Not Received or | | +| | | | Customer Name / | | +| | | | Shipping Kit | | +| | | | Not Received in | | +| | | | the subject | | +| | | | line.Emails are | | +| | | | responded to | | +| | | | within 48 | | +| | | | hours.¶ | | +| | | | Contact the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Support: | | +| | | | 866.993.5800, | | +| | | | M-F 9 am –5 pm | | +| | | | CT to request | | +| | | | materials be | | +| | | | sent. | | +| | | | Representatives | | +| | | | can:¶ ¶ | | +| | | | Contact the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Support: | | +| | | | 866-993-5800, | | +| | | | M-F 9 am –5 pm | | +| | | | CT to request | | +| | | | materials be | | +| | | | sent. Customer | | +| | | | Shipped Devices | | +| | | | But Has Not | | +| | | | Received | | +| | | | Installment | | +| | | | Credits - After | | +| | | | 3 or more | | +| | | | billing cycles | | +| | | | Create an | | +| | | | Clarify Urgent | | +| | | | Case to engage | | +| | | | the ICU team. | | +| | | | Include the | | +| | | | following | | +| | | | information¶ ¶ | | +| | | | CTN(s) needing | | +| | | | credits Name | | +| | | | of the | | +| | | | promotion M&P | | +| | | | ID Credit | | +| | | | amount | | +| | | | anticipated | | +| | | | Order number | | +| | | | Any other | | +| | | | relevant | | +| | | | information | | +| | | | Managers: In | | +| | | | most cases the | | +| | | | Urgent case | | +| | | | routing is | | +| | | | automatic | | +| | | | however, if | | +| | | | Clarify asks | | +| | | | for which Queue | | +| | | | to route to, | | +| | | | Select BRD- ICU | | +| | | | Non-Tech. | | +| | | | Customer | | +| | | | Requests Status | | +| | | | Update After | | +| | | | Returning | | +| | | | Device¶ ¶ | | +| | | | Confirm when | | +| | | | the customer | | +| | | | shipped the | | +| | | | device back if | | +| | | | it was done | | +| | | | recently (in | | +| | | | the last week) | | +| | | | ask if the | | +| | | | customer saved | | +| | | | their tracking | | +| | | | number.¶ ¶ | | +| | | | Customers can | | +| | | | use https://www | | +| | | | .usps.com/manag | | +| | | | e/ To track | | +| | | | their | | +| | | | package.Due to | | +| | | | privacy | | +| | | | concerns | | +| | | | representatives | | +| | | | do not have | | +| | | | access to the | | +| | | | Customer’s | | +| | | | tracking number | | +| | | | ¶ If the | | +| | | | customer | | +| | | | returned the | | +| | | | device more | | +| | | | than a week | | +| | | | ago, confirm if | | +| | | | the customer | | +| | | | has gotten a | | +| | | | follow up email | | +| | | | confirming | | +| | | | receipt? If no | | +| | | | email | | +| | | | confirmation | | +| | | | has been | | +| | | | received, | | +| | | | confirm if the | | +| | | | customer Used | | +| | | | the Return | | +| | | | Label they | | +| | | | printed or | | +| | | | received | | +| | | | separately from | | +| | | | their order, or | | +| | | | if they used | | +| | | | the label in | | +| | | | the box with | | +| | | | their new | | +| | | | device. If the | | +| | | | customer is | | +| | | | uncertain:¶ | | +| | | | Check in | | +| | | | AIR/Order Track | | +| | | | to confirm if | | +| | | | device was | | +| | | | received to the | | +| | | | warehouse.In | | +| | | | AIR, enter the | | +| | | | RMA number | | +| | | | listed as an | | +| | | | invoice | | +| | | | number.You can | | +| | | | look up the RMA | | +| | | | number that | | +| | | | generated | | +| | | | during the | | +| | | | original order | | +| | | | in Order | | +| | | | Track.If Air | | +| | | | shows a return | | +| | | | follow the BRE | | +| | | | process above ¶ | | +| | | | If the devices | | +| | | | have been | | +| | | | received and | | +| | | | 1-2 Billing | | +| | | | cycles have | | +| | | | passed since | | +| | | | that time, | | +| | | | follow the | | +| | | | steps above in | | +| | | | the “Customer | | +| | | | Shipped Devices | | +| | | | But Has Not | | +| | | | Received | | +| | | | Installment | | +| | | | Credits” | | +| | | | section. | | +| | | | Customer | | +| | | | Disagrees with | | +| | | | the Value¶ ¶ | | +| | | | There is no | | +| | | | appeal process | | +| | | | for trade in | | +| | | | valuation. | | +| | | | Customer is not | | +| | | | eligible for | | +| | | | the promotion. | | +| | | | If the customer | | +| | | | is insistent or | | +| | | | refusing to | | +| | | | accept the | | +| | | | valuation | | +| | | | engage your | | +| | | | manger for | | +| | | | assistance. | | +| | | | Source: | | +| | | | Content: Is the | | +| | | | battery | | +| | | | missing? Is | | +| | | | watch unpaired? | | +| | | | Devices can't | | +| | | | be returned to | | +| | | | a customer. | | +| | | | Any customer | | +| | | | data left on | | +| | | | the device is | | +| | | | removed through | | +| | | | a stringent | | +| | | | multi-step | | +| | | | process. | | +| | | | They're | | +| | | | credited at the | | +| | | | BAN-level. | | +| | | | Devices | | +| | | | credited after | | +| | | | arrival and | | +| | | | processing at | | +| | | | Processing | | +| | | | Center. Contoso | | +| | | | wireless BAN | | +| | | | credits aren't | | +| | | | delayed while | | +| | | | awaiting full | | +| | | | order receipt. | | +| | | | Multiple Contoso | | +| | | | wireless BAN | | +| | | | credits on a | | +| | | | unique Quote ID | | +| | | | are possible. | | +| | | | They receive | | +| | | | messages | | +| | | | throughout the | | +| | | | transaction | | +| | | | explaining the | | +| | | | possibility of | | +| | | | multiple | | +| | | | credits per | | +| | | | Quote ID, and | | +| | | | also have | | +| | | | access to | | +| | | | device-level | | +| | | | status at all | | +| | | | times through | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In tool. | | +| | | | Credit appears | | +| | | | on their Contoso | | +| | | | wireless | | +| | | | account, | | +| | | | usually within | | +| | | | 2 billing | | +| | | | cycles. Source: | | ++----+----------------+----------------+------------------+--------------+ +| 30 | Does Contoso | I don't | Content: If the | 1 | +| | accept | know. | customer has | | +| | devices | | the appropriate | | +| | shipped from | | feature for | | +| | Internationa | | International | | +| | l locations? | | LD Dialing, are | | +| | | | no restrictions | | +| | | | in TORCH, and | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing see | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS and review | | +| | | | subtopics such | | +| | | | as Country | | +| | | | Codes and | | +| | | | Dialing Interna | | +| | | | tionally.  If | | +| | | | you have | | +| | | | exhausted all | | +| | | | troubleshooting | | +| | | | steps and the | | +| | | | customer is | | +| | | | still unable to | | +| | | | dial long | | +| | | | distance intern | | +| | | | ationally, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS If the | | +| | | | customer has | | +| | | | OfficeDirect | | +| | | | and cannot dial | | +| | | | long distance i | | +| | | | nternationally, | | +| | | | transfer the | | +| | | | caller to BM | | +| | | | IoT. Back to | | +| | | | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: Device | | +| | | | Troubleshooting | | +| | | | ¶ Before | | +| | | | attempting to | | +| | | | Exchange | | +| | | | Equipment, | | +| | | | determine why | | +| | | | the customer | | +| | | | would like to | | +| | | | return the | | +| | | | equipment. If | | +| | | | there is a | | +| | | | problem with | | +| | | | the equipment, | | +| | | | attempt to | | +| | | | resolve using | | +| | | | the | | +| | | | troubleshooting | | +| | | | pages below:¶ | | +| | | | Billing Issue | | +| | | | (BILog) and | | +| | | | Device Issue | | +| | | | (DI) Logs / | | +| | | | Software | | +| | | | UpdatesDevice | | +| | | | Troubleshooting | | +| | | | Policy - BCSS ¶ | | +| | | | ¶ Device | | +| | | | Eligibility | | +| | | | Use Order | | +| | | | Track, rather | | +| | | | than the | | +| | | | biller, to | | +| | | | determine the | | +| | | | number of days | | +| | | | since the | | +| | | | equipment was | | +| | | | shipped or | | +| | | | purchased in | | +| | | | store. ¶ This | | +| | | | is based on the | | +| | | | number of | | +| | | | calendar days. | | +| | | | DF Orders: Day | | +| | | | one is the | | +| | | | third day after | | +| | | | the device was | | +| | | | shipped. | | +| | | | Purchased at a | | +| | | | retail | | +| | | | location: Day | | +| | | | one is the day | | +| | | | after the | | +| | | | customer | | +| | | | purchased the | | +| | | | device. | | +| | | | Example: If the | | +| | | | customer | | +| | | | purchases the | | +| | | | device cash and | | +| | | | carry at 8:30 | | +| | | | p.m. on | | +| | | | September 24, | | +| | | | the next day is | | +| | | | considered day | | +| | | | one. The CRU | | +| | | | FAN customer | | +| | | | has until the | | +| | | | end of October | | +| | | | 24, while the | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customer would | | +| | | | have until the | | +| | | | end of October | | +| | | | 8 to return the | | +| | | | device in-store | | +| | | | or initiate a | | +| | | | return by | | +| | | | mail.See the | | +| | | | Contoso Mobility | | +| | | | Return Policy. | | +| | | | The eligibility | | +| | | | criteria below | | +| | | | may not reflect | | +| | | | the return | | +| | | | policies of | | +| | | | National | | +| | | | Retailers of | | +| | | | Contoso. ¶ ¶ | | +| | | | EligibleNot Eli | | +| | | | gibleEquipment | | +| | | | must be:¶ In | | +| | | | like-new | | +| | | | condition with | | +| | | | no physical or | | +| | | | liquid damage | | +| | | | (includes Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment from | | +| | | | wireless.att.co | | +| | | | m and direct- | | +| | | | fulfillment | | +| | | | orders)In the | | +| | | | original | | +| | | | packaging* | | +| | | | accompanied | | +| | | | with a receipt: | | +| | | | ¶ Original | | +| | | | packaging may | | +| | | | have the UPC | | +| | | | code cut from | | +| | | | the box for | | +| | | | rebate | | +| | | | purposes.If | | +| | | | only the | | +| | | | manufacturer's | | +| | | | box is absent, | | +| | | | all original | | +| | | | contents can be | | +| | | | returned in | | +| | | | another box.¶ | | +| | | | A device that | | +| | | | was an out-of- | | +| | | | box failure | | +| | | | (OBF)¶ One | | +| | | | equipment | | +| | | | exchange within | | +| | | | 30 days of | | +| | | | original order | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU. | | +| | | | Exceptions:¶ ¶ | | +| | | | Closeout | | +| | | | pricing device | | +| | | | that was out- | | +| | | | of-the box | | +| | | | failure or dead | | +| | | | on arrival | | +| | | | (DOA).Allow | | +| | | | customers with | | +| | | | a disability | | +| | | | multiple | | +| | | | exchanges to | | +| | | | ensure their | | +| | | | equipment | | +| | | | selection meets | | +| | | | their needs.If | | +| | | | the exchange | | +| | | | request is due | | +| | | | to a | | +| | | | manufacturer | | +| | | | defect within | | +| | | | the first 30 | | +| | | | days of | | +| | | | purchase for | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU, | | +| | | | multiple | | +| | | | exchanges are | | +| | | | allowed with | | +| | | | manager | | +| | | | approval and | | +| | | | notation on the | | +| | | | account.¶ ¶ | | +| | | | Equipment | | +| | | | that:¶ Has | | +| | | | physical or | | +| | | | liquid | | +| | | | damage.Is not | | +| | | | Contoso-branded.¶ | | +| | | | Gift and | | +| | | | Ringtone | | +| | | | cardsSIM | | +| | | | cardsIncomplete | | +| | | | device kits, | | +| | | | unless | | +| | | | delivered to | | +| | | | customer | | +| | | | incomplete | | +| | | | Equipment is | | +| | | | Lost or | | +| | | | StolenEquipment | | +| | | | received via | | +| | | | Mobile Insuranc | | +| | | | eEquipment sold | | +| | | | at the closeout | | +| | | | price* ¶ ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile | | +| | | | Insurance for | | +| | | | non-iPhone devi | | +| | | | ces.Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing¶ ¶ | | +| | | | *Closeout | | +| | | | Pricing Policy¶ | | +| | | | ¶ Equipment | | +| | | | sold at the | | +| | | | closeout price | | +| | | | is considered | | +| | | | final. | | +| | | | Customers | | +| | | | purchasing a | | +| | | | device sold at | | +| | | | closeout | | +| | | | pricing are not | | +| | | | eligible to | | +| | | | exchange for a | | +| | | | different | | +| | | | device except | | +| | | | dead on arrival | | +| | | | (DOA) or OBF. | | +| | | | Closeout | | +| | | | equipment can | | +| | | | be returned if | | +| | | | the service is | | +| | | | being | | +| | | | cancelled, for | | +| | | | new | | +| | | | activations, or | | +| | | | if an existing | | +| | | | customer wishes | | +| | | | to return to | | +| | | | their previous | | +| | | | or COAM | | +| | | | device.¶ | | +| | | | Exchange | | +| | | | Ineligible The | | +| | | | equipment is | | +| | | | outside the | | +| | | | return period | | +| | | | or Not Eligible | | +| | | | to return. | | +| | | | Provide these | | +| | | | options: ¶ | | +| | | | Check to see if | | +| | | | the device is | | +| | | | eligible for a | | +| | | | warranty | | +| | | | exchange. | | +| | | | Choose the | | +| | | | correct link | | +| | | | for your | | +| | | | group:¶ BCSS: | | +| | | | Device Warranty | | +| | | | Exchange | | +| | | | Process - | | +| | | | ATS/MTS RLM: | | +| | | | See the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | article for | | +| | | | your group. ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile Insu | | +| | | | rance.Purchase | | +| | | | a phone at no- | | +| | | | commitment | | +| | | | pricing.¶ | | +| | | | Exchange | | +| | | | Eligible For | | +| | | | Apple-related | | +| | | | issues from a | | +| | | | direct- | | +| | | | fulfillment | | +| | | | customer: ¶ | | +| | | | Ask the | | +| | | | customer if the | | +| | | | shrink wrap or | | +| | | | box is damaged. | | +| | | | ¶ If the | | +| | | | shrink wrap or | | +| | | | box is damaged, | | +| | | | the issue is | | +| | | | with shipping, | | +| | | | not the | | +| | | | manufacturer. | | +| | | | Advise the | | +| | | | customer to | | +| | | | contact the | | +| | | | shipping agent. | | +| | | | If the device | | +| | | | is dead-on- | | +| | | | arrival (DOA) | | +| | | | or otherwise | | +| | | | contains a | | +| | | | manufacturer's | | +| | | | defect, refer | | +| | | | the customer to | | +| | | | Apple Customer | | +| | | | Care. ¶ For | | +| | | | non-Apple | | +| | | | equipment | | +| | | | issues, proceed | | +| | | | with the | | +| | | | exchange | | +| | | | process. What | | +| | | | the Customer | | +| | | | Needs to Know: | | +| | | | ¶ ¶ Shipping | | +| | | | Expectations ¶ | | +| | | | ¶ | | +| | | | Standard/second | | +| | | | day ($9.95) | | +| | | | U.S. delivery P | | +| | | | riority/overnig | | +| | | | ht ($14.95) | | +| | | | U.S. delivery: | | +| | | | ¶ Orders | | +| | | | placed after 5 | | +| | | | p.m. ET ship | | +| | | | the following | | +| | | | day. If S&H | | +| | | | charge applies, | | +| | | | advise the | | +| | | | customer of the | | +| | | | fee.If you need | | +| | | | additional | | +| | | | details, review | | +| | | | Shipping Rules | | +| | | | and Guidelines | | +| | | | ¶ ¶ Device | | +| | | | Source: | | +| | | | Content: . | | +| | | | Confirm this | | +| | | | email address | | +| | | | to ensure they | | +| | | | receive the | | +| | | | quote. BAN | | +| | | | FANCustomer | | +| | | | Information - | | +| | | | Screenshot 10 | | +| | | | Prior to | | +| | | | submitting, | | +| | | | cover their | | +| | | | next steps to | | +| | | | properly | | +| | | | prepare devices | | +| | | | for trade-in. | | +| | | | If they're | | +| | | | upgrading and | | +| | | | receiving new | | +| | | | devices, as | | +| | | | well as trading | | +| | | | in devices, | | +| | | | they must use | | +| | | | the unique | | +| | | | shipping | | +| | | | materials and | | +| | | | labels from the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program to ship | | +| | | | their trade-in | | +| | | | devices back. | | +| | | | They should not | | +| | | | use the label | | +| | | | included with | | +| | | | their new | | +| | | | device. Using | | +| | | | the return | | +| | | | label that | | +| | | | arrives with | | +| | | | the new device | | +| | | | causes the | | +| | | | trade-in device | | +| | | | to return to | | +| | | | the wrong | | +| | | | warehouse and | | +| | | | prevents them | | +| | | | from receiving | | +| | | | credit.Suggeste | | +| | | | d Verbiage: | | +| | | | You'll receive | | +| | | | an email | | +| | | | shortly giving | | +| | | | you | | +| | | | instructions to | | +| | | | log into Contoso | | +| | | | Business Trade- | | +| | | | In to review | | +| | | | and accept the | | +| | | | quote I've | | +| | | | created for | | +| | | | you. Once you | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions, | | +| | | | you'll receive | | +| | | | customized | | +| | | | shipping | | +| | | | materials to | | +| | | | the address you | | +| | | | provide within | | +| | | | 5-7 business | | +| | | | days. Use only | | +| | | | these materials | | +| | | | to return | | +| | | | devices to | | +| | | | ensure accurate | | +| | | | tracking of | | +| | | | your trade-ins. | | +| | | | The shipping | | +| | | | materials | | +| | | | include | | +| | | | everything | | +| | | | you'll need to | | +| | | | send in your | | +| | | | devices | | +| | | | including | | +| | | | boxes, | | +| | | | cardboard | | +| | | | dividers, | | +| | | | sleeves to | | +| | | | protect the | | +| | | | phones, and | | +| | | | prepaid UPS | | +| | | | return labels. | | +| | | | You'll also | | +| | | | receive | | +| | | | valuable | | +| | | | information | | +| | | | about: How | | +| | | | to turn off | | +| | | | activation | | +| | | | locks prior to | | +| | | | shipping | | +| | | | devices How to | | +| | | | update the | | +| | | | quote 11 | | +| | | | Select Submit | | +| | | | to Customer and | | +| | | | a pop-up | | +| | | | displays. | | +| | | | Acknowledgement | | +| | | | - Screenshot | | +| | | | 12 Select Send | | +| | | | Quote to | | +| | | | proceed and | | +| | | | submit the | | +| | | | quote for their | | +| | | | review. Upon | | +| | | | submission, | | +| | | | they receive | | +| | | | the quote sent | | +| | | | to the email | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. The | | +| | | | email includes | | +| | | | the details of | | +| | | | their trade-in | | +| | | | quote, such as: | | +| | | | Instructions on | | +| | | | accessing the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | via links | | +| | | | within their | | +| | | | Premier account | | +| | | | Quote #/$ Value | | +| | | | /Expiration | | +| | | | Date 14 If | | +| | | | your customer | | +| | | | calls with | | +| | | | questions about | | +| | | | their quote, | | +| | | | status of their | | +| | | | shipping | | +| | | | materials, | | +| | | | receipt of | | +| | | | their devices, | | +| | | | or trade-in | | +| | | | credit, warm | | +| | | | transfer them | | +| | | | to the Contoso | | +| | | | Business Trade- | | +| | | | In Support Team | | +| | | | available at | | +| | | | 866.993.5800 | | +| | | | (Monday-Friday, | | +| | | | 9 a.m. - 5 p.m. | | +| | | | CT) or via | | +| | | | email at suppor | | +| | | | t@attbusinesstr | | +| | | | adein.com. | | +| | | | Accept/Edit the | | +| | | | Quote | | +| | | | Instructions to | | +| | | | access the | | +| | | | quote are | | +| | | | emailed to | | +| | | | customers using | | +| | | | the email | | +| | | | address they | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. To | | +| | | | accept or edit | | +| | | | the trade-in | | +| | | | quote, they | | +| | | | access the link | | +| | | | to their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool through | | +| | | | their Premier | | +| | | | account. | | +| | | | Within Premier, | | +| | | | they can access | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In link | | +| | | | (labeled Trade- | | +| | | | In Program) 2 | | +| | | | ways: | | +| | | | Premier Online | | +| | | | Care: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Premier Online | | +| | | | Sales: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Heads Up: | | +| | | | Customers that | | +| | | | have been | | +| | | | migrated to | | +| | | | myatt.com will | | +| | | | need to access | | +| | | | the link to | | +| | | | their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | included in the | | +| | | | email or use ww | | +| | | | w.attbusinesstr | | +| | | | adein.com. | | +| | | | After selecting | | +| | | | Trade-In | | +| | | | Program, from | | +| | | | the homepage | | +| | | | they select | | +| | | | Manage Quotes. | | +| | | | Manage Quotes - | | +| | | | Screenshot Now | | +| | | | they can select | | +| | | | the quote you | | +| | | | created for | | +| | | | them by | | +| | | | clicking the | | +| | | | quote number. | | +| | | | Quotes - | | +| | | | Screenshot | | +| | | | Click the Add | | +| | | | Contact | | +| | | | Information | | +| | | | button. Once | | +| | | | selected: | | +| | | | They can edit | | +| | | | the make, | | +| | | | model, and | | +| | | | quantity of | | +| | | | devices prior | | +| | | | to accepting | | +| | | | it. Effective | | +| | | | April 7, 20019, | | +| | | | Contoso Business | | +| | | | Trade-In will | | +| | | | provide 2 | | +| | | | options for | | +| | | | customers to | | +| | | | receive prepaid | | +| | | | shipping labels | | +| | | | for their | | +| | | | locations to | | +| | | | return devices. | | +| | | | Customers | | +| | | | select one of | | +| | | | the options | | +| | | | when accepting | | +| | | | their trade-in | | +| | | | quote. | | +| | | | Option 1: Link | | +| | | | provided for | | +| | | | location(s) to | | +| | | | print prepaid | | +| | | | labels and use | | +| | | | their own | | +| | | | shipping | | +| | | | materials (link | | +| | | | available | | +| | | | immediately). | | +| | | | Option 2: Contoso | | +| | | | Business Trade- | | +| | | | In sends | | +| | | | prepaid labels | | +| | | | and free | | +| | | | shipping | | +| | | | materials to | | +| | | | locations | | +| | | | (materials | | +| | | | arrive in 5 – 7 | | +| | | | days). The | | +| | | | customer | | +| | | | accepts the | | +| | | | T&Cs and | | +| | | | receive an | | +| | | | email | | +| | | | confirmation | | +| | | | with: | | +| | | | Information | | +| | | | about shipping | | +| | | | materials - | | +| | | | Including link | | +| | | | to print labels | | +| | | | if they | | +| | | | selected that | | +| | | | option. Steps | | +| | | | to ensure | | +| | | | smooth | | +| | | | processing. | | +| | | | Explanation of | | +| | | | the processing | | +| | | | and credit | | +| | | | process. Contoso | | +| | | | Business Trade- | | +| | | | In Processing | | +| | | | Center Receives | | +| | | | Devices The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Processing | | +| | | | Center confirms | | +| | | | actual trade-in | | +| | | | value based on | | +| | | | device | | +| | | | conditions. | | +| | | | Does the device | | +| | | | power on and | | +| | | | off? Has the | | +| | | | Activation Lock | | +| | | | been disabled | | +| | | | (Find my | | +| | | | iPhone-FMiP)? | | +| | | | Is the device | | +| | | | functioning | | +| | | | correctly and | | +| | | | intact, free of | | +| | | | any chips, | | +| | | | cracks, | | +| | | | bruised/dead | | +| | | | pixels, or | | +| | | | burn-in? | | +| | | | Source: | | +| | | | Content: . | | +| | | | Refer them to | | +| | | | their sales | | +| | | | account manager | | +| | | | for further | | +| | | | assistance. | | +| | | | BMC specialists | | +| | | | are required to | | +| | | | assist with | | +| | | | questions on | | +| | | | International | | +| | | | Device | | +| | | | Frequency, | | +| | | | Compatibility, | | +| | | | and Coverage. | | +| | | | Refer to the | | +| | | | Wireless Travel | | +| | | | Guide to find: | | +| | | | A list of | | +| | | | countries and | | +| | | | offers | | +| | | | Available | | +| | | | services and | | +| | | | technology | | +| | | | Information on | | +| | | | HD Voice | | +| | | | Information on | | +| | | | domestic rate | | +| | | | plan coverage | | +| | | | Back to Top | | +| | | | Additional | | +| | | | Resources Bill | | +| | | | Inquiry | | +| | | | International | | +| | | | Roaming Bill | | +| | | | Inquiry - BCSS | | +| | | | Customer | | +| | | | Notifications | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Data Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Text Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Voice Usage | | +| | | | Device How | | +| | | | to Use Your | | +| | | | Phone Outside | | +| | | | of the U.S. - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS Expired | | +| | | | International | | +| | | | Roaming Offers | | +| | | | CRU can still | | +| | | | add in business | | +| | | | channels only.  | | +| | | | For more see | | +| | | | World Traveler | | +| | | | Per Minute | | +| | | | Rate. Gulf | | +| | | | of Mexico | | +| | | | Roaming | | +| | | | International | | +| | | | Day Pass | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide Contoso | | +| | | | Coverage Viewer | | +| | | | Enter the | | +| | | | destination | | +| | | | address, ZIP | | +| | | | code, country, | | +| | | | or landmark in | | +| | | | the search | | +| | | | field.  Select | | +| | | | Wireless | | +| | | | Coverage Type > | | +| | | | International | | +| | | | >Voice, Data, | | +| | | | or Discount | | +| | | | Data > | | +| | | |  Search.  | | +| | | | Google Map | | +| | | | International | | +| | | | Services FAQ | | +| | | | PPU - | | +| | | | International | | +| | | | Data PPU | | +| | | | rates apply | | +| | | | when the | | +| | | | customer does | | +| | | | not have an OTC | | +| | | | or MRC Passport | | +| | | | package and | | +| | | | also apply when | | +| | | | outside the | | +| | | | countries that | | +| | | | the packages | | +| | | | cover. For a | | +| | | | list of | | +| | | | countries | | +| | | | covered by | | +| | | | these Passport | | +| | | | packages, see a | | +| | | | tt.com/globalco | | +| | | | untries. PPU | | +| | | | data rate in | | +| | | | all countries | | +| | | | (including | | +| | | | Canada) is | | +| | | | $0.002/KB | | +| | | | ($2.05/MB). | | +| | | | PPU data rate | | +| | | | for airlines is | | +| | | | $0.01/KB | | +| | | | ($10.24/MB). | | +| | | | PPU data rate | | +| | | | for cruise | | +| | | | ships is | | +| | | | $0.006/KB | | +| | | | ($6.14/MB). | | +| | | | PPU - | | +| | | | International | | +| | | | Talk & Text  | | +| | | | PPU Rates | | +| | | | Talk  Per | | +| | | | Minute Rate | | +| | | | Text Rate | | +| | | | Canada/Mexico | | +| | | | $1/minute | | +| | | | SMS sent - | | +| | | | $0.50  MMS | | +| | | | sent - $1.30  | | +| | | | SMS/MMS | | +| | | | received while | | +| | | | roaming is | | +| | | | charged at | | +| | | | domestic rates. | | +| | | | Europe | | +| | | | $2/minute | | +| | | | Rest of World | | +| | | | $3/minute | | +| | | | Airlines & | | +| | | | Cruise Ships | | +| | | | $3/minute Back | | +| | | | to Top Source: | | +| | | | Content: may | | +| | | | not submit the | | +| | | | request on | | +| | | | behalf of the | | +| | | | customer. If | | +| | | | the customer | | +| | | | encounters | | +| | | | issues when | | +| | | | submitting the | | +| | | | request, submit | | +| | | | a Device Unlock | | +| | | | case. Note: | | +| | | | Devices | | +| | | | purchased on an | | +| | | | installment | | +| | | | plan and | | +| | | | prepaid devices | | +| | | | have active- | | +| | | | service related | | +| | | | requirements. | | +| | | | See Get info | | +| | | | about device | | +| | | | unlock | | +| | | | eligibility. | | +| | | | Customers with | | +| | | | reseller | | +| | | | devices Refer | | +| | | | customers with | | +| | | | reseller or | | +| | | | third-party | | +| | | | devices to the | | +| | | | reseller. How | | +| | | | can a customer | | +| | | | check if a | | +| | | | device is | | +| | | | compatible with | | +| | | | the Contoso | | +| | | | network? | | +| | | | Visual | | +| | | | Identifiers | | +| | | | Have them check | | +| | | | the device for | | +| | | | one of the | | +| | | | following | | +| | | | logos: Contoso | | +| | | | (lowercase), | | +| | | | Cingular | | +| | | | (Jack), Contoso | | +| | | | Wireless | | +| | | | (uppercase), | | +| | | | CellularOne | | +| | | | (Dobson) If | | +| | | | the device does | | +| | | | not have a | | +| | | | visible logo on | | +| | | | the outside or | | +| | | | on the keypad, | | +| | | | have them power | | +| | | | on the device: | | +| | | | Determine what | | +| | | | splash-screen | | +| | | | logo appears | | +| | | | when the device | | +| | | | powers on. | | +| | | | Check the | | +| | | | carrier | | +| | | | software loaded | | +| | | | on the device. | | +| | | | If the device | | +| | | | software | | +| | | | displays MEdia | | +| | | | Net, MEdia | | +| | | | Mail, Jack | | +| | | | Logo, Contoso | | +| | | | (lowercase), | | +| | | | mMode, or a | | +| | | | blue globe with | | +| | | | Contoso | | +| | | | (uppercase), | | +| | | | select Yes | | +| | | | below. For | | +| | | | iPhone, go to | | +| | | | Settings > | | +| | | | General > | | +| | | | About. BYOD | | +| | | | The customer | | +| | | | can check | | +| | | | device | | +| | | | compatibility | | +| | | | at Bring your | | +| | | | own device to | | +| | | | Contoso. If the | | +| | | | device was not | | +| | | | purchased at an | | +| | | | authorized Contoso | | +| | | | outlet, such as | | +| | | | given to them | | +| | | | by a friend, or | | +| | | | they are | | +| | | | considering a | | +| | | | purchase from a | | +| | | | third-party, | | +| | | | such as eBay, | | +| | | | they can enter | | +| | | | the IMEI to | | +| | | | check if the | | +| | | | device is | | +| | | | designed for | | +| | | | use on the Contoso | | +| | | | network and not | | +| | | | lost/stolen | | +| | | | (blacklisted). | | +| | | | Only the | | +| | | | account holder | | +| | | | can request to | | +| | | | remove a device | | +| | | | from the | | +| | | | blacklist. For | | +| | | | more | | +| | | | information, | | +| | | | see: Stolen | | +| | | | Device | | +| | | | Blacklist | | +| | | | Escalation | | +| | | | Process Lost | | +| | | | or Stolen | | +| | | | Equipment - | | +| | | | BCSS How can a | | +| | | | customer check | | +| | | | if a device is | | +| | | | listed as | | +| | | | lost/stolen? | | +| | | | The customer | | +| | | | can check | | +| | | | device | | +| | | | compatibility | | +| | | | at Bring your | | +| | | | own device to | | +| | | | Contoso. If the | | +| | | | device was not | | +| | | | purchased at an | | +| | | | authorized Contoso | | +| | | | outlet, such as | | +| | | | given to them | | +| | | | by a friend, or | | +| | | | they are | | +| | | | considering a | | +| | | | purchase from a | | +| | | | third-party, | | +| | | | such as eBay, | | +| | | | they can enter | | +| | | | the IMEI to | | +| | | | check if the | | +| | | | device is | | +| | | | designed for | | +| | | | use on the Contoso | | +| | | | network and not | | +| | | | lost/stolen | | +| | | | (blacklisted). | | +| | | | Only the | | +| | | | account holder | | +| | | | can request to | | +| | | | remove a device | | +| | | | from the | | +| | | | blacklist. For | | +| | | | more | | +| | | | information, | | +| | | | see: Stolen | | +| | | | Device | | +| | | | Blacklist | | +| | | | Escalation | | +| | | | Process Lost | | +| | | | or Stolen | | +| | | | Equipment - | | +| | | | BCSS Why is | | +| | | | the unlock code | | +| | | | no longer | | +| | | | available for | | +| | | | my handset? | | +| | | | Contoso is unable | | +| | | | to obtain | | +| | | | unlock codes | | +| | | | for older | | +| | | | devices made by | | +| | | | a manufacturer | | +| | | | that no longer | | +| | | | has a | | +| | | | contractual | | +| | | | agreement with | | +| | | | Contoso Mobility. | | +| | | | Can I get a | | +| | | | device that I | | +| | | | purchased | | +| | | | online (e.g. | | +| | | | eBay) unlocked? | | +| | | | Contoso can send | | +| | | | you unlock | | +| | | | instructions | | +| | | | upon request, | | +| | | | provided that | | +| | | | Contoso can | | +| | | | reasonably | | +| | | | obtain them | | +| | | | from the | | +| | | | manufacturer | | +| | | | and that you | | +| | | | meet the | | +| | | | requirements | | +| | | | below. The | | +| | | | device must be | | +| | | | designed for | | +| | | | use on, and | | +| | | | locked to, the | | +| | | | Contoso wireless | | +| | | | network. It | | +| | | | must not be | | +| | | | reported lost | | +| | | | or stolen. | | +| | | | It's not | | +| | | | associated with | | +| | | | fraudulent | | +| | | | activity. All | | +| | | | the device's | | +| | | | service | | +| | | | commitments and | | +| | | | installment | | +| | | | plans are | | +| | | | completed and | | +| | | | all early | | +| | | | termination | | +| | | | fees are paid | | +| | | | in full. The | | +| | | | device is not | | +| | | | active on a | | +| | | | different Contoso | | +| | | | customer's | | +| | | | account. Why | | +| | | | does Contoso lock | | +| | | | devices? Contoso | | +| | | | offers reduced | | +| | | | device pricing | | +| | | | to customers | | +| | | | who enter into | | +| | | | a service | | +| | | | agreement with | | +| | | | Contoso for a | | +| | | | contracted | | +| | | | period of time | | +| | | | (1 or 2 years). | | +| | | | Contoso locks | | +| | | | devices in | | +| | | | order to | | +| | | | recover costs | | +| | | | and to control | | +| | | | theft of | | +| | | | devices. By | | +| | | | offering locked | | +| | | | devices in | | +| | | | association | | +| | | | with a contract | | +| | | | or installment | | +| | | | agreement, Contoso | | +| | | | is able to | | +| | | | subsidize the | | +| | | | cost of the | | +| | | | device for | | +| | | | customers up | | +| | | | front. To more | | +| | | | quickly process | | +| | | | your request, | | +| | | | please access | | +| | | | att.com/deviceu | | +| | | | nlock and | | +| | | | submit your | | +| | | | request. Is my | | +| | | | device locked | | +| | | | if I paid the | | +| | | | full retail | | +| | | | price? All | | +| | | | Contoso devices | | +| | | | are locked by | | +| | | | the OEM. If you | | +| | | | paid the full | | +| | | | retail price, | | +| | | | you may request | | +| | | | an unlock at at | | +| | | | t.com/deviceunl | | +| | | | ock. Contoso can | | +| | | | send you unlock | | +| | | | instructions | | +| | | | upon request, | | +| | | | provided that | | +| | | | Contoso can | | +| | | | reasonably | | +| | | | obtain them | | +| | | | from the | | +| | | | manufacturer | | +| | | | and that you | | +| | | | meet the | | +| | | | requirements | | +| | | | below. The | | +| | | | device must be | | +| | | | designed for | | +| | | | use on, and | | +| | | | locked to, the | | +| | | | Contoso wireless | | +| | | | network. It | | +| | | | must not be | | +| | | | reported lost | | +| | | | or stolen. It | | +| | | | is not | | +| | | | associated with | | +| | | | fraudulent | | +| | | | activity. All | | +| | | | the device's | | +| | | | service | | +| | | | commitments and | | +| | | | installment | | +| | | | plans are | | +| | | | completed and | | +| | | | all early | | +| | | | termination | | +| | | | fees are paid | | +| | | | in full. The | | +| | | | device is not | | +| | | | active on a | | +| | | | different Contoso | | +| | | | customer's | | +| | | | account. Note | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 31 | How can I | You can use | Content: Jump | 10 | +| | trade in our | the Contoso | to: What I Need | | +| | old devices? | Business | to Know | What | | +| | | Trade-In | the Customer | | +| | | program to | Needs to Know | | | +| | | trade in | FAQ This | | +| | | your old | article | | +| | | devices and | provides detail | | +| | | earn credits | on using the | | +| | | on your Contoso | Contoso Business | | +| | | wireless BAN | Trade-In | | +| | | for mobile | program and | | +| | | devices | tool to provide | | +| | | returned to | value back to | | +| | | Contoso. You | CRU Business | | +| | | can | customers for | | +| | | configure a | their Mobile | | +| | | quote for | devices.Looking | | +| | | device | for Trade-In | | +| | | trade-ins to | promo support? | | +| | | help offset | See Premium | | +| | | the costs of | Device Trade-In | | +| | | any new Contoso | Offer - BCSS | | +| | | equipment or | and Tiered Gets | | +| | | service | Better with | | +| | | purchases. | Trade-In - | | +| | | The tool can | BCSS. The Contoso | | +| | | be accessed | Business Trade- | | +| | | through | In program | | +| | | links in | enables CRU | | +| | | OPUS and | Business | | +| | | Clarify, or | customers in | | +| | | you can | all segments to | | +| | | watch the | earn credits on | | +| | | Trade-In | their Contoso | | +| | | Tool Video | wireless BAN | | +| | | Demo to | for mobile | | +| | | learn how to | devices | | +| | | configure a | returned to | | +| | | quote. | Contoso. When | | +| | | (Source: | customers are | | +| | | context) | upgrading | | +| | | | lines, porting | | +| | | | in lines, or | | +| | | | have devices | | +| | | | they're no | | +| | | | longer using, | | +| | | | use the tool to | | +| | | | configure a | | +| | | | quote for | | +| | | | device trade- | | +| | | | ins to help | | +| | | | them offset the | | +| | | | costs of any | | +| | | | new Contoso | | +| | | | equipment or | | +| | | | service | | +| | | | purchases. No | | +| | | | purchase is | | +| | | | necessary to | | +| | | | take advantage | | +| | | | of the tool. | | +| | | | Win more | | +| | | | business faster | | +| | | | by offering | | +| | | | trade-ins to | | +| | | | your customers: | | +| | | | The value from | | +| | | | the devices can | | +| | | | be used to | | +| | | | invest in new | | +| | | | solutions, | | +| | | | including | | +| | | | devices, Mobile | | +| | | | Protection Pack | | +| | | | for Business, | | +| | | | AMAs, security, | | +| | | | and so on. | | +| | | | Heads Up: The | | +| | | | customer must | | +| | | | be the sole and | | +| | | | rightful owner | | +| | | | of the device | | +| | | | they're trading | | +| | | | in. If they're | | +| | | | trading a | | +| | | | device on Contoso | | +| | | | Next, Equipment | | +| | | | Installment | | +| | | | Plan (EIP), or | | +| | | | a device that | | +| | | | was under a | | +| | | | 2-year | | +| | | | contract, the | | +| | | | balance must be | | +| | | | paid in full | | +| | | | before it can | | +| | | | be traded for | | +| | | | value on their | | +| | | | account. Contoso | | +| | | | Business Trade- | | +| | | | In Tool | | +| | | | Instructions | | +| | | | To learn how to | | +| | | | configure a | | +| | | | quote for your | | +| | | | customer, watch | | +| | | | the Trade-In | | +| | | | Tool Video | | +| | | | Demo. Once you | | +| | | | configure and | | +| | | | submit the | | +| | | | quote, the | | +| | | | customer | | +| | | | receives an | | +| | | | email detailing | | +| | | | how to access | | +| | | | the quote to | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions | | +| | | | (T&C), request | | +| | | | prepaid | | +| | | | materials and | | +| | | | labels to | | +| | | | return devices, | | +| | | | and to manage | | +| | | | their quotes | | +| | | | and reports. | | +| | | | When in context | | +| | | | in OPUS working | | +| | | | with a | | +| | | | customer, you | | +| | | | can access the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | through links | | +| | | | we've added to | | +| | | | OPUS and | | +| | | | Clarify. | | +| | | | Additionally, | | +| | | | when you click | | +| | | | the link, it | | +| | | | automatically | | +| | | | logs into the | | +| | | | tool; no need | | +| | | | to manage | | +| | | | separate login | | +| | | | credentials. | | +| | | | From OPUS, you | | +| | | | have 3 ways to | | +| | | | access the | | +| | | | trade-in tool: | | +| | | | OPUS Quick | | +| | | | Links Menu: | | +| | | | OPUS Quick | | +| | | | Links - | | +| | | | Screenshot | | +| | | | Accessibility | | +| | | | to this view | | +| | | | depends upon | | +| | | | user profile. | | +| | | | Not available | | +| | | | in all channels | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In Tool link | | +| | | | does not show | | +| | | | in OPUS Quick | | +| | | | Links until a | | +| | | | customer | | +| | | | account is | | +| | | | pulled up and | | +| | | | verified in | | +| | | | OPUS. | | +| | | | Customer | | +| | | | Summary Page: | | +| | | | If Then | | +| | | | Business Care | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Business Sales | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Order | | +| | | | Confirmation | | +| | | | Page: Order | | +| | | | Confirmation | | +| | | | Page - | | +| | | | Screenshot | | +| | | | From Clarify, | | +| | | | you have 2 ways | | +| | | | to access the | | +| | | | trade-in tool: | | +| | | | Quick Actions: | | +| | | | Quick Actions - | | +| | | | Screenshot | | +| | | | Needs - Tools & | | +| | | | Assistance: | | +| | | | Needs - Tools & | | +| | | | Assistance - | | +| | | | Screenshot | | +| | | | Select Create a | | +| | | | Quote. FAN and | | +| | | | BAN: The tool | | +| | | | uses the FAN | | +| | | | attached to the | | +| | | | account you | | +| | | | accessed in | | +| | | | OPUS and | | +| | | | displays all | | +| | | | the BANs | | +| | | | associated with | | +| | | | it. FAN and | | +| | | | BANs - | | +| | | | Screenshot | | +| | | | Select the BAN | | +| | | | the customer | | +| | | | would like the | | +| | | | trade-in credit | | +| | | | applied to. | | +| | | | Search for the | | +| | | | device type | | +| | | | they're seeking | | +| | | | to trade in. | | +| | | | Tool Tip: | | +| | | | Searching for a | | +| | | | specific device | | +| | | | returns fewer | | +| | | | options. For | | +| | | | example, | | +| | | | searching | | +| | | | iPhone would | | +| | | | return every | | +| | | | style of | | +| | | | iPhone; | | +| | | | searching | | +| | | | iPhone 6 | | +| | | | narrows the | | +| | | | results to the | | +| | | | available | | +| | | | iPhone 6 | | +| | | | models. Search | | +| | | | - Screenshot | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | displays search | | +| | | | results. The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program accepts | | +| | | | devices | | +| | | | previously on | | +| | | | other carrier | | +| | | | networks. | | +| | | | Multiple | | +| | | | carriers | | +| | | | display; select | | +| | | | the correct | | +| | | | carrier and | | +| | | | device | | +| | | | capacity. In | | +| | | | the Quantity | | +| | | | field, enter | | +| | | | the number of | | +| | | | devices and | | +| | | | click Add | | +| | | | Device. The | | +| | | | quantity of 1 | | +| | | | is the default. | | +| | | | The device you | | +| | | | selected | | +| | | | appears in the | | +| | | | Selected | | +| | | | devices cart. | | +| | | | Selected | | +| | | | Devices - | | +| | | | Screenshot | | +| | | | When all | | +| | | | devices are | | +| | | | added, select | | +| | | | Review Quote. | | +| | | | Review Quote - | | +| | | | Screenshot A | | +| | | | summary page | | +| | | | displays. | | +| | | | Review for | | +| | | | accuracy. Make | | +| | | | adjustments to | | +| | | | the trade-in | | +| | | | quote, such as | | +| | | | devices or | | +| | | | quantities on | | +| | | | this page. | | +| | | | Quote Summary - | | +| | | | Screenshot If | | +| | | | all information | | +| | | | is correct: | | +| | | | In the | | +| | | | appropriate | | +| | | | field (if not | | +| | | | already), enter | | +| | | | their company | | +| | | | name. Select | | +| | | | Generate. | | +| | | | Generate - | | +| | | | ScreenshotA | | +| | | | quote summary | | +| | | | and number | | +| | | | generate. Quote | | +| | | | Summary - | | +| | | | Screenshot | | +| | | | Click Add | | +| | | | Customer | | +| | | | Information. | | +| | | | Review the | | +| | | | auto-populated | | +| | | | Primary contact | | +| | | | information | | +| | | | fields with | | +| | | | your customer | | +| | | | and enter any | | +| | | | missing | | +| | | | information: | | +| | | | Customer Email | | +| | | | Address Source: | | +| | | | Content: 7 | | +| | | | Plus. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 9/2/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above, | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | September 1st | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 9/2/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the devices | | +| | | | impacted, will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 8/5/22 Select | | +| | | | device trade-in | | +| | | | values (TIV) | | +| | | | changed from | | +| | | | $35 to $5 and | | +| | | | will be | | +| | | | ineligible as | | +| | | | qualifying | | +| | | | trade-ins. | | +| | | | Trade-in | | +| | | | devices | | +| | | | impacted: | | +| | | | Nord100, Asus | | +| | | | Rog Phone2, | | +| | | | OnePlus 6T, | | +| | | | Razer 2, Google | | +| | | | Pixel 3, 3a, | | +| | | | 3XL, 3a XL, LG | | +| | | | K92, Moto One | | +| | | | Ace 5G. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 8/5/22 and | | +| | | | return to | | +| | | | trade-in one | | +| | | | of the devices | | +| | | | listed above | | +| | | | will get the | | +| | | | offer credits, | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | August 4th | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 8/5/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the impacted | | +| | | | devices will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 4/22/22 the | | +| | | | Samsung A13 5G | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $100 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade-in. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | before 4/22/22 | | +| | | | and trade-in a | | +| | | | Samsung A13 5G | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. ¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | issue the $5 | | +| | | | TIV to the | | +| | | | customer. A | | +| | | | radio button | | +| | | | for the offer | | +| | | | will not | | +| | | | display due to | | +| | | | the TIV being | | +| | | | below the | | +| | | | requirements. | | +| | | | The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after | | +| | | | 4/22/22 and | | +| | | | trade-in a | | +| | | | Samsung A13 5G | | +| | | | will only | | +| | | | receive $5 TIV | | +| | | | and will not be | | +| | | | eligible for | | +| | | | the offer. | | +| | | | Credit Details | | +| | | | ¶ Must be a | | +| | | | new line, or | | +| | | | upgrade. | | +| | | | Customer has 30 | | +| | | | days from | | +| | | | activation date | | +| | | | to perform | | +| | | | their trade | | +| | | | in.Customers | | +| | | | with Free | | +| | | | Shipping may | | +| | | | have a delay in | | +| | | | receiving their | | +| | | | smartphones due | | +| | | | to inventory | | +| | | | constraints. | | +| | | | Please note 30 | | +| | | | days from | | +| | | | activation date | | +| | | | could be | | +| | | | different from | | +| | | | purchase date | | +| | | | (due to above s | | +| | | | cenario).Custom | | +| | | | er may qualify | | +| | | | for multiple | | +| | | | monthly bill | | +| | | | credits | | +| | | | smartphone | | +| | | | offers for each | | +| | | | qualifying new | | +| | | | purchase | | +| | | | w/qualifying | | +| | | | trade-in; limit | | +| | | | on number of | | +| | | | lines eligible | | +| | | | will depends on | | +| | | | customer’s | | +| | | | credit | | +| | | | eligibility | | +| | | | (BAU).Eligible | | +| | | | smartphones | | +| | | | must be | | +| | | | purchased on | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan. ¶ | | +| | | | Includes 0% | | +| | | | down or down | | +| | | | payment. ¶ | | +| | | | Down payment | | +| | | | does not | | +| | | | impact/change | | +| | | | monthly credit | | +| | | | amount outlined | | +| | | | by offer. ¶ If | | +| | | | buying on the | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up, customer is | | +| | | | responsible and | | +| | | | will not | | +| | | | receive any | | +| | | | credits for an | | +| | | | additional | | +| | | | $6/mo. for the | | +| | | | Next Up upgrade | | +| | | | feature.¶ | | +| | | | Note: Customers | | +| | | | enrolled on an | | +| | | | active Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up at $5/mo. | | +| | | | are not | | +| | | | impacted by the | | +| | | | rate increase | | +| | | | effective | | +| | | | 7.14.22.Future | | +| | | | device | | +| | | | purchases on an | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up will be | | +| | | | impacted and | | +| | | | will reflect | | +| | | | the new Next Up | | +| | | | feature charge | | +| | | | of $6/mo. ¶ ¶ | | +| | | | If line is | | +| | | | disconnected | | +| | | | early, customer | | +| | | | responsible for | | +| | | | remaining | | +| | | | amount owed on | | +| | | | the installment | | +| | | | agreement.Line | | +| | | | must remain | | +| | | | active & in | | +| | | | good standing | | +| | | | throughout the | | +| | | | entirety of the | | +| | | | offer for all | | +| | | | credits to be | | +| | | | applied.CLN/CPO | | +| | | | excluded.Taxes | | +| | | | on full retail | | +| | | | price are due | | +| | | | at point of | | +| | | | sale.If the | | +| | | | discounted | | +| | | | phone is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill | | +| | | | credit.Free | | +| | | | Shipping, | | +| | | | backorders, and | | +| | | | port delays are | | +| | | | eligible if the | | +| | | | number(s) is | | +| | | | reserved while | | +| | | | the offer is in | | +| | | | effect.Winbacks | | +| | | | are treated as | | +| | | | an existing | | +| | | | customer. (a | | +| | | | Winback | | +| | | | requires a | | +| | | | customer to | | +| | | | port their | | +| | | | number back to | | +| | | | Contoso within 59 | | +| | | | days of leaving | | +| | | | Contoso.)A | | +| | | | conversion from | | +| | | | Prepaid/Cricket | | +| | | | is treated like | | +| | | | an existing | | +| | | | wireless | | +| | | | customer and | | +| | | | not a new | | +| | | | wireless gross | | +| | | | add.¶ How the | | +| | | | Credit Works ¶ | | +| | | | Customers will | | +| | | | receive the | | +| | | | bill credit of | | +| | | | offer if:¶ | | +| | | | Activating new | | +| | | | line or upgrade | | +| | | | existing line | | +| | | | and purchasing | | +| | | | an eligible | | +| | | | smartphone on | | +| | | | Contoso | | +| | | | installment | | +| | | | Source: | | +| | | | Content: . | | +| | | | Confirm this | | +| | | | email address | | +| | | | to ensure they | | +| | | | receive the | | +| | | | quote. BAN | | +| | | | FANCustomer | | +| | | | Information - | | +| | | | Screenshot 10 | | +| | | | Prior to | | +| | | | submitting, | | +| | | | cover their | | +| | | | next steps to | | +| | | | properly | | +| | | | prepare devices | | +| | | | for trade-in. | | +| | | | If they're | | +| | | | upgrading and | | +| | | | receiving new | | +| | | | devices, as | | +| | | | well as trading | | +| | | | in devices, | | +| | | | they must use | | +| | | | the unique | | +| | | | shipping | | +| | | | materials and | | +| | | | labels from the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program to ship | | +| | | | their trade-in | | +| | | | devices back. | | +| | | | They should not | | +| | | | use the label | | +| | | | included with | | +| | | | their new | | +| | | | device. Using | | +| | | | the return | | +| | | | label that | | +| | | | arrives with | | +| | | | the new device | | +| | | | causes the | | +| | | | trade-in device | | +| | | | to return to | | +| | | | the wrong | | +| | | | warehouse and | | +| | | | prevents them | | +| | | | from receiving | | +| | | | credit.Suggeste | | +| | | | d Verbiage: | | +| | | | You'll receive | | +| | | | an email | | +| | | | shortly giving | | +| | | | you | | +| | | | instructions to | | +| | | | log into Contoso | | +| | | | Business Trade- | | +| | | | In to review | | +| | | | and accept the | | +| | | | quote I've | | +| | | | created for | | +| | | | you. Once you | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions, | | +| | | | you'll receive | | +| | | | customized | | +| | | | shipping | | +| | | | materials to | | +| | | | the address you | | +| | | | provide within | | +| | | | 5-7 business | | +| | | | days. Use only | | +| | | | these materials | | +| | | | to return | | +| | | | devices to | | +| | | | ensure accurate | | +| | | | tracking of | | +| | | | your trade-ins. | | +| | | | The shipping | | +| | | | materials | | +| | | | include | | +| | | | everything | | +| | | | you'll need to | | +| | | | send in your | | +| | | | devices | | +| | | | including | | +| | | | boxes, | | +| | | | cardboard | | +| | | | dividers, | | +| | | | sleeves to | | +| | | | protect the | | +| | | | phones, and | | +| | | | prepaid UPS | | +| | | | return labels. | | +| | | | You'll also | | +| | | | receive | | +| | | | valuable | | +| | | | information | | +| | | | about: How | | +| | | | to turn off | | +| | | | activation | | +| | | | locks prior to | | +| | | | shipping | | +| | | | devices How to | | +| | | | update the | | +| | | | quote 11 | | +| | | | Select Submit | | +| | | | to Customer and | | +| | | | a pop-up | | +| | | | displays. | | +| | | | Acknowledgement | | +| | | | - Screenshot | | +| | | | 12 Select Send | | +| | | | Quote to | | +| | | | proceed and | | +| | | | submit the | | +| | | | quote for their | | +| | | | review. Upon | | +| | | | submission, | | +| | | | they receive | | +| | | | the quote sent | | +| | | | to the email | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. The | | +| | | | email includes | | +| | | | the details of | | +| | | | their trade-in | | +| | | | quote, such as: | | +| | | | Instructions on | | +| | | | accessing the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | via links | | +| | | | within their | | +| | | | Premier account | | +| | | | Quote #/$ Value | | +| | | | /Expiration | | +| | | | Date 14 If | | +| | | | your customer | | +| | | | calls with | | +| | | | questions about | | +| | | | their quote, | | +| | | | status of their | | +| | | | shipping | | +| | | | materials, | | +| | | | receipt of | | +| | | | their devices, | | +| | | | or trade-in | | +| | | | credit, warm | | +| | | | transfer them | | +| | | | to the Contoso | | +| | | | Business Trade- | | +| | | | In Support Team | | +| | | | available at | | +| | | | 866.993.5800 | | +| | | | (Monday-Friday, | | +| | | | 9 a.m. - 5 p.m. | | +| | | | CT) or via | | +| | | | email at suppor | | +| | | | t@attbusinesstr | | +| | | | adein.com. | | +| | | | Accept/Edit the | | +| | | | Quote | | +| | | | Instructions to | | +| | | | access the | | +| | | | quote are | | +| | | | emailed to | | +| | | | customers using | | +| | | | the email | | +| | | | address they | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. To | | +| | | | accept or edit | | +| | | | the trade-in | | +| | | | quote, they | | +| | | | access the link | | +| | | | to their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool through | | +| | | | their Premier | | +| | | | account. | | +| | | | Within Premier, | | +| | | | they can access | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In link | | +| | | | (labeled Trade- | | +| | | | In Program) 2 | | +| | | | ways: | | +| | | | Premier Online | | +| | | | Care: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Premier Online | | +| | | | Sales: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Heads Up: | | +| | | | Customers that | | +| | | | have been | | +| | | | migrated to | | +| | | | myatt.com will | | +| | | | need to access | | +| | | | the link to | | +| | | | their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | included in the | | +| | | | email or use ww | | +| | | | w.attbusinesstr | | +| | | | adein.com. | | +| | | | After selecting | | +| | | | Trade-In | | +| | | | Program, from | | +| | | | the homepage | | +| | | | they select | | +| | | | Manage Quotes. | | +| | | | Manage Quotes - | | +| | | | Screenshot Now | | +| | | | they can select | | +| | | | the quote you | | +| | | | created for | | +| | | | them by | | +| | | | clicking the | | +| | | | quote number. | | +| | | | Quotes - | | +| | | | Screenshot | | +| | | | Click the Add | | +| | | | Contact | | +| | | | Information | | +| | | | button. Once | | +| | | | selected: | | +| | | | They can edit | | +| | | | the make, | | +| | | | model, and | | +| | | | quantity of | | +| | | | devices prior | | +| | | | to accepting | | +| | | | it. Effective | | +| | | | April 7, 20019, | | +| | | | Contoso Business | | +| | | | Trade-In will | | +| | | | provide 2 | | +| | | | options for | | +| | | | customers to | | +| | | | receive prepaid | | +| | | | shipping labels | | +| | | | for their | | +| | | | locations to | | +| | | | return devices. | | +| | | | Customers | | +| | | | select one of | | +| | | | the options | | +| | | | when accepting | | +| | | | their trade-in | | +| | | | quote. | | +| | | | Option 1: Link | | +| | | | provided for | | +| | | | location(s) to | | +| | | | print prepaid | | +| | | | labels and use | | +| | | | their own | | +| | | | shipping | | +| | | | materials (link | | +| | | | available | | +| | | | immediately). | | +| | | | Option 2: Contoso | | +| | | | Business Trade- | | +| | | | In sends | | +| | | | prepaid labels | | +| | | | and free | | +| | | | shipping | | +| | | | materials to | | +| | | | locations | | +| | | | (materials | | +| | | | arrive in 5 – 7 | | +| | | | days). The | | +| | | | customer | | +| | | | accepts the | | +| | | | T&Cs and | | +| | | | receive an | | +| | | | email | | +| | | | confirmation | | +| | | | with: | | +| | | | Information | | +| | | | about shipping | | +| | | | materials - | | +| | | | Including link | | +| | | | to print labels | | +| | | | if they | | +| | | | selected that | | +| | | | option. Steps | | +| | | | to ensure | | +| | | | smooth | | +| | | | processing. | | +| | | | Explanation of | | +| | | | the processing | | +| | | | and credit | | +| | | | process. Contoso | | +| | | | Business Trade- | | +| | | | In Processing | | +| | | | Center Receives | | +| | | | Devices The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Processing | | +| | | | Center confirms | | +| | | | actual trade-in | | +| | | | value based on | | +| | | | device | | +| | | | conditions. | | +| | | | Does the device | | +| | | | power on and | | +| | | | off? Has the | | +| | | | Activation Lock | | +| | | | been disabled | | +| | | | (Find my | | +| | | | iPhone-FMiP)? | | +| | | | Is the device | | +| | | | functioning | | +| | | | correctly and | | +| | | | intact, free of | | +| | | | any chips, | | +| | | | cracks, | | +| | | | bruised/dead | | +| | | | pixels, or | | +| | | | burn-in? | | +| | | | Source: | | +| | | | Content: Device | | +| | | | Troubleshooting | | +| | | | ¶ Before | | +| | | | attempting to | | +| | | | Exchange | | +| | | | Equipment, | | +| | | | determine why | | +| | | | the customer | | +| | | | would like to | | +| | | | return the | | +| | | | equipment. If | | +| | | | there is a | | +| | | | problem with | | +| | | | the equipment, | | +| | | | attempt to | | +| | | | resolve using | | +| | | | the | | +| | | | troubleshooting | | +| | | | pages below:¶ | | +| | | | Billing Issue | | +| | | | (BILog) and | | +| | | | Device Issue | | +| | | | (DI) Logs / | | +| | | | Software | | +| | | | UpdatesDevice | | +| | | | Troubleshooting | | +| | | | Policy - BCSS ¶ | | +| | | | ¶ Device | | +| | | | Eligibility | | +| | | | Use Order | | +| | | | Track, rather | | +| | | | than the | | +| | | | biller, to | | +| | | | determine the | | +| | | | number of days | | +| | | | since the | | +| | | | equipment was | | +| | | | shipped or | | +| | | | purchased in | | +| | | | store. ¶ This | | +| | | | is based on the | | +| | | | number of | | +| | | | calendar days. | | +| | | | DF Orders: Day | | +| | | | one is the | | +| | | | third day after | | +| | | | the device was | | +| | | | shipped. | | +| | | | Purchased at a | | +| | | | retail | | +| | | | location: Day | | +| | | | one is the day | | +| | | | after the | | +| | | | customer | | +| | | | purchased the | | +| | | | device. | | +| | | | Example: If the | | +| | | | customer | | +| | | | purchases the | | +| | | | device cash and | | +| | | | carry at 8:30 | | +| | | | p.m. on | | +| | | | September 24, | | +| | | | the next day is | | +| | | | considered day | | +| | | | one. The CRU | | +| | | | FAN customer | | +| | | | has until the | | +| | | | end of October | | +| | | | 24, while the | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customer would | | +| | | | have until the | | +| | | | end of October | | +| | | | 8 to return the | | +| | | | device in-store | | +| | | | or initiate a | | +| | | | return by | | +| | | | mail.See the | | +| | | | Contoso Mobility | | +| | | | Return Policy. | | +| | | | The eligibility | | +| | | | criteria below | | +| | | | may not reflect | | +| | | | the return | | +| | | | policies of | | +| | | | National | | +| | | | Retailers of | | +| | | | Contoso. ¶ ¶ | | +| | | | EligibleNot Eli | | +| | | | gibleEquipment | | +| | | | must be:¶ In | | +| | | | like-new | | +| | | | condition with | | +| | | | no physical or | | +| | | | liquid damage | | +| | | | (includes Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment from | | +| | | | wireless.att.co | | +| | | | m and direct- | | +| | | | fulfillment | | +| | | | orders)In the | | +| | | | original | | +| | | | packaging* | | +| | | | accompanied | | +| | | | with a receipt: | | +| | | | ¶ Original | | +| | | | packaging may | | +| | | | have the UPC | | +| | | | code cut from | | +| | | | the box for | | +| | | | rebate | | +| | | | purposes.If | | +| | | | only the | | +| | | | manufacturer's | | +| | | | box is absent, | | +| | | | all original | | +| | | | contents can be | | +| | | | returned in | | +| | | | another box.¶ | | +| | | | A device that | | +| | | | was an out-of- | | +| | | | box failure | | +| | | | (OBF)¶ One | | +| | | | equipment | | +| | | | exchange within | | +| | | | 30 days of | | +| | | | original order | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU. | | +| | | | Exceptions:¶ ¶ | | +| | | | Closeout | | +| | | | pricing device | | +| | | | that was out- | | +| | | | of-the box | | +| | | | failure or dead | | +| | | | on arrival | | +| | | | (DOA).Allow | | +| | | | customers with | | +| | | | a disability | | +| | | | multiple | | +| | | | exchanges to | | +| | | | ensure their | | +| | | | equipment | | +| | | | selection meets | | +| | | | their needs.If | | +| | | | the exchange | | +| | | | request is due | | +| | | | to a | | +| | | | manufacturer | | +| | | | defect within | | +| | | | the first 30 | | +| | | | days of | | +| | | | purchase for | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU, | | +| | | | multiple | | +| | | | exchanges are | | +| | | | allowed with | | +| | | | manager | | +| | | | approval and | | +| | | | notation on the | | +| | | | account.¶ ¶ | | +| | | | Equipment | | +| | | | that:¶ Has | | +| | | | physical or | | +| | | | liquid | | +| | | | damage.Is not | | +| | | | Contoso-branded.¶ | | +| | | | Gift and | | +| | | | Ringtone | | +| | | | cardsSIM | | +| | | | cardsIncomplete | | +| | | | device kits, | | +| | | | unless | | +| | | | delivered to | | +| | | | customer | | +| | | | incomplete | | +| | | | Equipment is | | +| | | | Lost or | | +| | | | StolenEquipment | | +| | | | received via | | +| | | | Mobile Insuranc | | +| | | | eEquipment sold | | +| | | | at the closeout | | +| | | | price* ¶ ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile | | +| | | | Insurance for | | +| | | | non-iPhone devi | | +| | | | ces.Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing¶ ¶ | | +| | | | *Closeout | | +| | | | Pricing Policy¶ | | +| | | | ¶ Equipment | | +| | | | sold at the | | +| | | | closeout price | | +| | | | is considered | | +| | | | final. | | +| | | | Customers | | +| | | | purchasing a | | +| | | | device sold at | | +| | | | closeout | | +| | | | pricing are not | | +| | | | eligible to | | +| | | | exchange for a | | +| | | | different | | +| | | | device except | | +| | | | dead on arrival | | +| | | | (DOA) or OBF. | | +| | | | Closeout | | +| | | | equipment can | | +| | | | be returned if | | +| | | | the service is | | +| | | | being | | +| | | | cancelled, for | | +| | | | new | | +| | | | activations, or | | +| | | | if an existing | | +| | | | customer wishes | | +| | | | to return to | | +| | | | their previous | | +| | | | or COAM | | +| | | | device.¶ | | +| | | | Exchange | | +| | | | Ineligible The | | +| | | | equipment is | | +| | | | outside the | | +| | | | return period | | +| | | | or Not Eligible | | +| | | | to return. | | +| | | | Provide these | | +| | | | options: ¶ | | +| | | | Check to see if | | +| | | | the device is | | +| | | | eligible for a | | +| | | | warranty | | +| | | | exchange. | | +| | | | Choose the | | +| | | | correct link | | +| | | | for your | | +| | | | group:¶ BCSS: | | +| | | | Device Warranty | | +| | | | Exchange | | +| | | | Process - | | +| | | | ATS/MTS RLM: | | +| | | | See the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | article for | | +| | | | your group. ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile Insu | | +| | | | rance.Purchase | | +| | | | a phone at no- | | +| | | | commitment | | +| | | | pricing.¶ | | +| | | | Exchange | | +| | | | Eligible For | | +| | | | Apple-related | | +| | | | issues from a | | +| | | | direct- | | +| | | | fulfillment | | +| | | | customer: ¶ | | +| | | | Ask the | | +| | | | customer if the | | +| | | | shrink wrap or | | +| | | | box is damaged. | | +| | | | ¶ If the | | +| | | | shrink wrap or | | +| | | | box is damaged, | | +| | | | the issue is | | +| | | | with shipping, | | +| | | | not the | | +| | | | manufacturer. | | +| | | | Advise the | | +| | | | customer to | | +| | | | contact the | | +| | | | shipping agent. | | +| | | | If the device | | +| | | | is dead-on- | | +| | | | arrival (DOA) | | +| | | | or otherwise | | +| | | | contains a | | +| | | | manufacturer's | | +| | | | defect, refer | | +| | | | the customer to | | +| | | | Apple Customer | | +| | | | Care. ¶ For | | +| | | | non-Apple | | +| | | | equipment | | +| | | | issues, proceed | | +| | | | with the | | +| | | | exchange | | +| | | | process. What | | +| | | | the Customer | | +| | | | Needs to Know: | | +| | | | ¶ ¶ Shipping | | +| | | | Expectations ¶ | | +| | | | ¶ | | +| | | | Standard/second | | +| | | | day ($9.95) | | +| | | | U.S. delivery P | | +| | | | riority/overnig | | +| | | | ht ($14.95) | | +| | | | U.S. delivery: | | +| | | | ¶ Orders | | +| | | | placed after 5 | | +| | | | p.m. ET ship | | +| | | | the following | | +| | | | day. If S&H | | +| | | | charge applies, | | +| | | | advise the | | +| | | | customer of the | | +| | | | fee.If you need | | +| | | | additional | | +| | | | details, review | | +| | | | Shipping Rules | | +| | | | and Guidelines | | +| | | | ¶ ¶ Device | | +| | | | Source: | | +| | | | Content: | | +| | | |   | | +| | | | Devices w/ min. | | +| | | | Trade-In of | | +| | | | $240 + | | +| | | | $240 min. | | +| | | | Trade-in Value | | +| | | | = Get up to | | +| | | | $1,000 off | | +| | | | iPhone 14 Pro | | +| | | | and 14 Pro Max | | +| | | | with qualifying | | +| | | | trade-in: | | +| | | | Trade an i12P/Z | | +| | | | Fold4 or | | +| | | | better. | | +| | | | Apple | | +| | | | iPhone: 12 Pro, | | +| | | | 12 Pro Max, 13, | | +| | | | 13 mini, 13 | | +| | | | Pro, 13 Pro | | +| | | | Max, 14, 14 | | +| | | | Plus, 14 Pro, | | +| | | | 14 Pro Max | | +| | | | Samsung | | +| | | | Galaxy: Z | | +| | | | Fold4, S23, | | +| | | | S23+, S23 | | +| | | | Ultra  | | +| | | | Google: 7 Pro | | +| | | | LG:  | | +| | | | OTHER: | | +| | | | Devices w/ min. | | +| | | | Trade-In of | | +| | | | $130 + | | +| | | |  $130 - $229 | | +| | | | Trade-in-Value | | +| | | | = Get up to | | +| | | | $700 Off iPhone | | +| | | | 14 Series with | | +| | | | qualifying | | +| | | | Trade-in: | | +| | | | Trade an iPhone | | +| | | | XS Max incl. | | +| | | | i12 mini or | | +| | | | Samsung Note10+ | | +| | | | 5G or better. | | +| | | | Apple | | +| | | | iPhone: XS Max, | | +| | | | 11, 11 Pro, | | +| | | | iPhone 12mini, | | +| | | | 11 Pro Max, 12 | | +| | | | Samsung | | +| | | | Galaxy: S20, | | +| | | | S20 5G, S20 FE, | | +| | | | S20 FE 5G, | | +| | | | S20+, S20+ 5G, | | +| | | | S20 Ultra 5G, | | +| | | | Note20, Note20 | | +| | | | 5G, Note20 | | +| | | | Ultra, Note20 | | +| | | | Ultra 5G, S21 | | +| | | | 5G, S21+ 5G, | | +| | | | S21 FE 5G, | | +| | | | Fold, Fold 5G, | | +| | | | Z Flip3 5G, S21 | | +| | | | Ultra 5G, S22 | | +| | | | 5G, S22+ 5G, | | +| | | | S22 Ultra 5G, | | +| | | | ZFold2 5G, Z | | +| | | | Fold3 5G | | +| | | | Google: Pixel | | +| | | | 5, 5a, 6, 6a, 6 | | +| | | | Pro, 7 | | +| | | | LG:  | | +| | | | OTHER: OnePlus | | +| | | | 9 5G, OnePlus 9 | | +| | | | Pro 5G, OnePlus | | +| | | | 10 Pro | | +| | | |  Back to top | | +| | | | Devices w/ | | +| | | | Trade-In value | | +| | | | of $35 - $129 | | +| | | | $35 - $129 | | +| | | | Trade-in-Value | | +| | | | = Get up to | | +| | | | $350 Off iPhone | | +| | | | 14 series with | | +| | | | qualifying | | +| | | | Trade-in: | | +| | | | Trade an iPhone | | +| | | | 8 or Samsung | | +| | | | GS9 or better. | | +| | | | Apple | | +| | | | iPhone: 8, 8+, | | +| | | | iPhone SE (2nd | | +| | | | Gen), iPhone SE | | +| | | | (3rd Gen) X, | | +| | | | XR, XS  | | +| | | | Samsung | | +| | | | Galaxy: A23, | | +| | | | A23 5G, A32, | | +| | | | A32 5G, A42 5G, | | +| | | | A51 5G, A52, | | +| | | | A52s, A52 5G, | | +| | | | A53, A70, A71, | | +| | | | A71 5G, A72, S, | | +| | | | S 4G, S | | +| | | | Aviator, S | | +| | | | Captivate, S | | +| | | | Blaze 4G, S | | +| | | | Lightray 4G, S | | +| | | | Plus, S Relay, | | +| | | | S Showcase, S | | +| | | | Vibrant, S | | +| | | | Duos, S Glide, | | +| | | | SL X, S II, S | | +| | | | II 4G, S II | | +| | | | Epic 4G Touch, | | +| | | | S II HD, S II | | +| | | | HD LTE, S II | | +| | | | LTE, S II | | +| | | | Skyrocket, S II | | +| | | | WiMAX, S II X, | | +| | | | S Duos 2, S2 | | +| | | | Plus, S III, S | | +| | | | III 4G LTE, S | | +| | | | III LTE, S III | | +| | | | Mini, S III VE, | | +| | | | S3, S3 mini VE, | | +| | | | S3 Neo, S3 | | +| | | | Progre, S3 | | +| | | | Slim, S4, S4 | | +| | | | Active, S4 | | +| | | | Duos, S4 Mini, | | +| | | | S4 Mini Duos, | | +| | | | S4 Triband, S4 | | +| | | | Value Edition, | | +| | | | S4, S4 zoom, | | +| | | | S5, S5 Active, | | +| | | | S5 Duos, S5 | | +| | | | mini, S5 Neo, | | +| | | | S5 Prime, S5 | | +| | | | Sport, S6, S6 | | +| | | | Active, S6 | | +| | | | Edge, S6 Edge + | | +| | | | Duos, S6 Edge | | +| | | | TD, S6 Edge+, | | +| | | | S7, S7 Active, | | +| | | | S7 Edge, S8, S8 | | +| | | | Active, S8 | | +| | | | Duos, S8+, S9, | | +| | | | S9+, S9+ Duos, | | +| | | | S10, S10+, S10 | | +| | | | 5G, S10e, S10 | | +| | | | Lite, Note, | | +| | | | Note FE, Note | | +| | | | II, Note II | | +| | | | LTE, Note 3, | | +| | | | Note 3 Duos, | | +| | | | Note 3 Neo, | | +| | | | Note 3 TD, Note | | +| | | | 4, Note 4 Duos, | | +| | | | Note 4 S-LTE, | | +| | | | Note III, Note | | +| | | | III Neo, | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 32 | How do I | To enter the | Content: Jump | 10 | +| | enter the | number of | to: What I Need | | +| | number of | devices you | to Know | What | | +| | devices I | want to | the Customer | | +| | want to | trade-in, | Needs to Know | | | +| | trade-in? | you can use | FAQ This | | +| | | the Quantity | article | | +| | | field in the | provides detail | | +| | | Contoso | on using the | | +| | | Business | Contoso Business | | +| | | Trade-In | Trade-In | | +| | | tool. Simply | program and | | +| | | enter the | tool to provide | | +| | | desired | value back to | | +| | | quantity and | CRU Business | | +| | | click Add | customers for | | +| | | Device. | their Mobile | | +| | | (Source: | devices.Looking | | +| | | context) | for Trade-In | | +| | | | promo support? | | +| | | | See Premium | | +| | | | Device Trade-In | | +| | | | Offer - BCSS | | +| | | | and Tiered Gets | | +| | | | Better with | | +| | | | Trade-In - | | +| | | | BCSS. The Contoso | | +| | | | Business Trade- | | +| | | | In program | | +| | | | enables CRU | | +| | | | Business | | +| | | | customers in | | +| | | | all segments to | | +| | | | earn credits on | | +| | | | their Contoso | | +| | | | wireless BAN | | +| | | | for mobile | | +| | | | devices | | +| | | | returned to | | +| | | | Contoso. When | | +| | | | customers are | | +| | | | upgrading | | +| | | | lines, porting | | +| | | | in lines, or | | +| | | | have devices | | +| | | | they're no | | +| | | | longer using, | | +| | | | use the tool to | | +| | | | configure a | | +| | | | quote for | | +| | | | device trade- | | +| | | | ins to help | | +| | | | them offset the | | +| | | | costs of any | | +| | | | new Contoso | | +| | | | equipment or | | +| | | | service | | +| | | | purchases. No | | +| | | | purchase is | | +| | | | necessary to | | +| | | | take advantage | | +| | | | of the tool. | | +| | | | Win more | | +| | | | business faster | | +| | | | by offering | | +| | | | trade-ins to | | +| | | | your customers: | | +| | | | The value from | | +| | | | the devices can | | +| | | | be used to | | +| | | | invest in new | | +| | | | solutions, | | +| | | | including | | +| | | | devices, Mobile | | +| | | | Protection Pack | | +| | | | for Business, | | +| | | | AMAs, security, | | +| | | | and so on. | | +| | | | Heads Up: The | | +| | | | customer must | | +| | | | be the sole and | | +| | | | rightful owner | | +| | | | of the device | | +| | | | they're trading | | +| | | | in. If they're | | +| | | | trading a | | +| | | | device on Contoso | | +| | | | Next, Equipment | | +| | | | Installment | | +| | | | Plan (EIP), or | | +| | | | a device that | | +| | | | was under a | | +| | | | 2-year | | +| | | | contract, the | | +| | | | balance must be | | +| | | | paid in full | | +| | | | before it can | | +| | | | be traded for | | +| | | | value on their | | +| | | | account. Contoso | | +| | | | Business Trade- | | +| | | | In Tool | | +| | | | Instructions | | +| | | | To learn how to | | +| | | | configure a | | +| | | | quote for your | | +| | | | customer, watch | | +| | | | the Trade-In | | +| | | | Tool Video | | +| | | | Demo. Once you | | +| | | | configure and | | +| | | | submit the | | +| | | | quote, the | | +| | | | customer | | +| | | | receives an | | +| | | | email detailing | | +| | | | how to access | | +| | | | the quote to | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions | | +| | | | (T&C), request | | +| | | | prepaid | | +| | | | materials and | | +| | | | labels to | | +| | | | return devices, | | +| | | | and to manage | | +| | | | their quotes | | +| | | | and reports. | | +| | | | When in context | | +| | | | in OPUS working | | +| | | | with a | | +| | | | customer, you | | +| | | | can access the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | through links | | +| | | | we've added to | | +| | | | OPUS and | | +| | | | Clarify. | | +| | | | Additionally, | | +| | | | when you click | | +| | | | the link, it | | +| | | | automatically | | +| | | | logs into the | | +| | | | tool; no need | | +| | | | to manage | | +| | | | separate login | | +| | | | credentials. | | +| | | | From OPUS, you | | +| | | | have 3 ways to | | +| | | | access the | | +| | | | trade-in tool: | | +| | | | OPUS Quick | | +| | | | Links Menu: | | +| | | | OPUS Quick | | +| | | | Links - | | +| | | | Screenshot | | +| | | | Accessibility | | +| | | | to this view | | +| | | | depends upon | | +| | | | user profile. | | +| | | | Not available | | +| | | | in all channels | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In Tool link | | +| | | | does not show | | +| | | | in OPUS Quick | | +| | | | Links until a | | +| | | | customer | | +| | | | account is | | +| | | | pulled up and | | +| | | | verified in | | +| | | | OPUS. | | +| | | | Customer | | +| | | | Summary Page: | | +| | | | If Then | | +| | | | Business Care | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Business Sales | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Order | | +| | | | Confirmation | | +| | | | Page: Order | | +| | | | Confirmation | | +| | | | Page - | | +| | | | Screenshot | | +| | | | From Clarify, | | +| | | | you have 2 ways | | +| | | | to access the | | +| | | | trade-in tool: | | +| | | | Quick Actions: | | +| | | | Quick Actions - | | +| | | | Screenshot | | +| | | | Needs - Tools & | | +| | | | Assistance: | | +| | | | Needs - Tools & | | +| | | | Assistance - | | +| | | | Screenshot | | +| | | | Select Create a | | +| | | | Quote. FAN and | | +| | | | BAN: The tool | | +| | | | uses the FAN | | +| | | | attached to the | | +| | | | account you | | +| | | | accessed in | | +| | | | OPUS and | | +| | | | displays all | | +| | | | the BANs | | +| | | | associated with | | +| | | | it. FAN and | | +| | | | BANs - | | +| | | | Screenshot | | +| | | | Select the BAN | | +| | | | the customer | | +| | | | would like the | | +| | | | trade-in credit | | +| | | | applied to. | | +| | | | Search for the | | +| | | | device type | | +| | | | they're seeking | | +| | | | to trade in. | | +| | | | Tool Tip: | | +| | | | Searching for a | | +| | | | specific device | | +| | | | returns fewer | | +| | | | options. For | | +| | | | example, | | +| | | | searching | | +| | | | iPhone would | | +| | | | return every | | +| | | | style of | | +| | | | iPhone; | | +| | | | searching | | +| | | | iPhone 6 | | +| | | | narrows the | | +| | | | results to the | | +| | | | available | | +| | | | iPhone 6 | | +| | | | models. Search | | +| | | | - Screenshot | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | displays search | | +| | | | results. The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program accepts | | +| | | | devices | | +| | | | previously on | | +| | | | other carrier | | +| | | | networks. | | +| | | | Multiple | | +| | | | carriers | | +| | | | display; select | | +| | | | the correct | | +| | | | carrier and | | +| | | | device | | +| | | | capacity. In | | +| | | | the Quantity | | +| | | | field, enter | | +| | | | the number of | | +| | | | devices and | | +| | | | click Add | | +| | | | Device. The | | +| | | | quantity of 1 | | +| | | | is the default. | | +| | | | The device you | | +| | | | selected | | +| | | | appears in the | | +| | | | Selected | | +| | | | devices cart. | | +| | | | Selected | | +| | | | Devices - | | +| | | | Screenshot | | +| | | | When all | | +| | | | devices are | | +| | | | added, select | | +| | | | Review Quote. | | +| | | | Review Quote - | | +| | | | Screenshot A | | +| | | | summary page | | +| | | | displays. | | +| | | | Review for | | +| | | | accuracy. Make | | +| | | | adjustments to | | +| | | | the trade-in | | +| | | | quote, such as | | +| | | | devices or | | +| | | | quantities on | | +| | | | this page. | | +| | | | Quote Summary - | | +| | | | Screenshot If | | +| | | | all information | | +| | | | is correct: | | +| | | | In the | | +| | | | appropriate | | +| | | | field (if not | | +| | | | already), enter | | +| | | | their company | | +| | | | name. Select | | +| | | | Generate. | | +| | | | Generate - | | +| | | | ScreenshotA | | +| | | | quote summary | | +| | | | and number | | +| | | | generate. Quote | | +| | | | Summary - | | +| | | | Screenshot | | +| | | | Click Add | | +| | | | Customer | | +| | | | Information. | | +| | | | Review the | | +| | | | auto-populated | | +| | | | Primary contact | | +| | | | information | | +| | | | fields with | | +| | | | your customer | | +| | | | and enter any | | +| | | | missing | | +| | | | information: | | +| | | | Customer Email | | +| | | | Address Source: | | +| | | | Content: . | | +| | | | Confirm this | | +| | | | email address | | +| | | | to ensure they | | +| | | | receive the | | +| | | | quote. BAN | | +| | | | FANCustomer | | +| | | | Information - | | +| | | | Screenshot 10 | | +| | | | Prior to | | +| | | | submitting, | | +| | | | cover their | | +| | | | next steps to | | +| | | | properly | | +| | | | prepare devices | | +| | | | for trade-in. | | +| | | | If they're | | +| | | | upgrading and | | +| | | | receiving new | | +| | | | devices, as | | +| | | | well as trading | | +| | | | in devices, | | +| | | | they must use | | +| | | | the unique | | +| | | | shipping | | +| | | | materials and | | +| | | | labels from the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program to ship | | +| | | | their trade-in | | +| | | | devices back. | | +| | | | They should not | | +| | | | use the label | | +| | | | included with | | +| | | | their new | | +| | | | device. Using | | +| | | | the return | | +| | | | label that | | +| | | | arrives with | | +| | | | the new device | | +| | | | causes the | | +| | | | trade-in device | | +| | | | to return to | | +| | | | the wrong | | +| | | | warehouse and | | +| | | | prevents them | | +| | | | from receiving | | +| | | | credit.Suggeste | | +| | | | d Verbiage: | | +| | | | You'll receive | | +| | | | an email | | +| | | | shortly giving | | +| | | | you | | +| | | | instructions to | | +| | | | log into Contoso | | +| | | | Business Trade- | | +| | | | In to review | | +| | | | and accept the | | +| | | | quote I've | | +| | | | created for | | +| | | | you. Once you | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions, | | +| | | | you'll receive | | +| | | | customized | | +| | | | shipping | | +| | | | materials to | | +| | | | the address you | | +| | | | provide within | | +| | | | 5-7 business | | +| | | | days. Use only | | +| | | | these materials | | +| | | | to return | | +| | | | devices to | | +| | | | ensure accurate | | +| | | | tracking of | | +| | | | your trade-ins. | | +| | | | The shipping | | +| | | | materials | | +| | | | include | | +| | | | everything | | +| | | | you'll need to | | +| | | | send in your | | +| | | | devices | | +| | | | including | | +| | | | boxes, | | +| | | | cardboard | | +| | | | dividers, | | +| | | | sleeves to | | +| | | | protect the | | +| | | | phones, and | | +| | | | prepaid UPS | | +| | | | return labels. | | +| | | | You'll also | | +| | | | receive | | +| | | | valuable | | +| | | | information | | +| | | | about: How | | +| | | | to turn off | | +| | | | activation | | +| | | | locks prior to | | +| | | | shipping | | +| | | | devices How to | | +| | | | update the | | +| | | | quote 11 | | +| | | | Select Submit | | +| | | | to Customer and | | +| | | | a pop-up | | +| | | | displays. | | +| | | | Acknowledgement | | +| | | | - Screenshot | | +| | | | 12 Select Send | | +| | | | Quote to | | +| | | | proceed and | | +| | | | submit the | | +| | | | quote for their | | +| | | | review. Upon | | +| | | | submission, | | +| | | | they receive | | +| | | | the quote sent | | +| | | | to the email | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. The | | +| | | | email includes | | +| | | | the details of | | +| | | | their trade-in | | +| | | | quote, such as: | | +| | | | Instructions on | | +| | | | accessing the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | via links | | +| | | | within their | | +| | | | Premier account | | +| | | | Quote #/$ Value | | +| | | | /Expiration | | +| | | | Date 14 If | | +| | | | your customer | | +| | | | calls with | | +| | | | questions about | | +| | | | their quote, | | +| | | | status of their | | +| | | | shipping | | +| | | | materials, | | +| | | | receipt of | | +| | | | their devices, | | +| | | | or trade-in | | +| | | | credit, warm | | +| | | | transfer them | | +| | | | to the Contoso | | +| | | | Business Trade- | | +| | | | In Support Team | | +| | | | available at | | +| | | | 866.993.5800 | | +| | | | (Monday-Friday, | | +| | | | 9 a.m. - 5 p.m. | | +| | | | CT) or via | | +| | | | email at suppor | | +| | | | t@attbusinesstr | | +| | | | adein.com. | | +| | | | Accept/Edit the | | +| | | | Quote | | +| | | | Instructions to | | +| | | | access the | | +| | | | quote are | | +| | | | emailed to | | +| | | | customers using | | +| | | | the email | | +| | | | address they | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. To | | +| | | | accept or edit | | +| | | | the trade-in | | +| | | | quote, they | | +| | | | access the link | | +| | | | to their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool through | | +| | | | their Premier | | +| | | | account. | | +| | | | Within Premier, | | +| | | | they can access | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In link | | +| | | | (labeled Trade- | | +| | | | In Program) 2 | | +| | | | ways: | | +| | | | Premier Online | | +| | | | Care: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Premier Online | | +| | | | Sales: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Heads Up: | | +| | | | Customers that | | +| | | | have been | | +| | | | migrated to | | +| | | | myatt.com will | | +| | | | need to access | | +| | | | the link to | | +| | | | their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | included in the | | +| | | | email or use ww | | +| | | | w.attbusinesstr | | +| | | | adein.com. | | +| | | | After selecting | | +| | | | Trade-In | | +| | | | Program, from | | +| | | | the homepage | | +| | | | they select | | +| | | | Manage Quotes. | | +| | | | Manage Quotes - | | +| | | | Screenshot Now | | +| | | | they can select | | +| | | | the quote you | | +| | | | created for | | +| | | | them by | | +| | | | clicking the | | +| | | | quote number. | | +| | | | Quotes - | | +| | | | Screenshot | | +| | | | Click the Add | | +| | | | Contact | | +| | | | Information | | +| | | | button. Once | | +| | | | selected: | | +| | | | They can edit | | +| | | | the make, | | +| | | | model, and | | +| | | | quantity of | | +| | | | devices prior | | +| | | | to accepting | | +| | | | it. Effective | | +| | | | April 7, 20019, | | +| | | | Contoso Business | | +| | | | Trade-In will | | +| | | | provide 2 | | +| | | | options for | | +| | | | customers to | | +| | | | receive prepaid | | +| | | | shipping labels | | +| | | | for their | | +| | | | locations to | | +| | | | return devices. | | +| | | | Customers | | +| | | | select one of | | +| | | | the options | | +| | | | when accepting | | +| | | | their trade-in | | +| | | | quote. | | +| | | | Option 1: Link | | +| | | | provided for | | +| | | | location(s) to | | +| | | | print prepaid | | +| | | | labels and use | | +| | | | their own | | +| | | | shipping | | +| | | | materials (link | | +| | | | available | | +| | | | immediately). | | +| | | | Option 2: Contoso | | +| | | | Business Trade- | | +| | | | In sends | | +| | | | prepaid labels | | +| | | | and free | | +| | | | shipping | | +| | | | materials to | | +| | | | locations | | +| | | | (materials | | +| | | | arrive in 5 – 7 | | +| | | | days). The | | +| | | | customer | | +| | | | accepts the | | +| | | | T&Cs and | | +| | | | receive an | | +| | | | email | | +| | | | confirmation | | +| | | | with: | | +| | | | Information | | +| | | | about shipping | | +| | | | materials - | | +| | | | Including link | | +| | | | to print labels | | +| | | | if they | | +| | | | selected that | | +| | | | option. Steps | | +| | | | to ensure | | +| | | | smooth | | +| | | | processing. | | +| | | | Explanation of | | +| | | | the processing | | +| | | | and credit | | +| | | | process. Contoso | | +| | | | Business Trade- | | +| | | | In Processing | | +| | | | Center Receives | | +| | | | Devices The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Processing | | +| | | | Center confirms | | +| | | | actual trade-in | | +| | | | value based on | | +| | | | device | | +| | | | conditions. | | +| | | | Does the device | | +| | | | power on and | | +| | | | off? Has the | | +| | | | Activation Lock | | +| | | | been disabled | | +| | | | (Find my | | +| | | | iPhone-FMiP)? | | +| | | | Is the device | | +| | | | functioning | | +| | | | correctly and | | +| | | | intact, free of | | +| | | | any chips, | | +| | | | cracks, | | +| | | | bruised/dead | | +| | | | pixels, or | | +| | | | burn-in? | | +| | | | Source: | | +| | | | Content: -mail | | +| | | | which contains | | +| | | | link to prepaid | | +| | | | shipping label. | | +| | | | ¶ Users also | | +| | | | have the | | +| | | | ability to | | +| | | | educate | | +| | | | customers of | | +| | | | the potential | | +| | | | trade-in value | | +| | | | of their device | | +| | | | by entering the | | +| | | | make and model | | +| | | | of their | | +| | | | current | | +| | | | device.¶ This | | +| | | | step is not | | +| | | | required to | | +| | | | proceed but | | +| | | | will help to | | +| | | | level set | | +| | | | promotional | | +| | | | eligibility.¶ | | +| | | | The trade-in | | +| | | | promo opt-in is | | +| | | | at the order | | +| | | | level.¶ ¶ The | | +| | | | line level | | +| | | | promo is | | +| | | | displayed on | | +| | | | the ‘Review | | +| | | | Order’ page. | | +| | | | Customer can | | +| | | | have different | | +| | | | trade-in | | +| | | | promotions in | | +| | | | the same order | | +| | | | based on each | | +| | | | line’s | | +| | | | qualifying | | +| | | | purchases. | | +| | | | Seller must | | +| | | | enter the | | +| | | | customer email | | +| | | | address | | +| | | | Customers will | | +| | | | be sent an | | +| | | | email regarding | | +| | | | the promotion | | +| | | | once the | | +| | | | eligible device | | +| | | | ships.¶ Again, | | +| | | | If the customer | | +| | | | is NOT opt’ d | | +| | | | into the | | +| | | | promotion they | | +| | | | will NOT | | +| | | | receive the | | +| | | | Trade-In | | +| | | | promotion | | +| | | | e-mail which | | +| | | | contains link | | +| | | | to prepaid | | +| | | | shipping label. | | +| | | | ¶ Do NOT use | | +| | | | the Trade-In | | +| | | | tool for any | | +| | | | customer taking | | +| | | | advantage of | | +| | | | promotional | | +| | | | Trade-In Offer. | | +| | | | Once the device | | +| | | | ships the | | +| | | | customer will | | +| | | | receive the | | +| | | | following email | | +| | | | that will | | +| | | | provide the | | +| | | | customer a link | | +| | | | to print their | | +| | | | own prepaid | | +| | | | self-service | | +| | | | shipping label. | | +| | | | Example can be | | +| | | | found below.¶ | | +| | | | ¶ This email | | +| | | | can take | | +| | | | approx. 3 | | +| | | | business days | | +| | | | from the time | | +| | | | that the device | | +| | | | ships. The | | +| | | | email also | | +| | | | allows the | | +| | | | customer to | | +| | | | review the T&Cs | | +| | | | of the trade-in | | +| | | | promo by | | +| | | | clicking ‘offer | | +| | | | details’. | | +| | | | Customers can | | +| | | | also contact | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | in customer | | +| | | | service to | | +| | | | request | | +| | | | physical | | +| | | | shipping | | +| | | | material. Once | | +| | | | the devices are | | +| | | | returned, they | | +| | | | are processed | | +| | | | to determine | | +| | | | promotion | | +| | | | eligibility.¶ | | +| | | | If the | | +| | | | processed | | +| | | | device does NOT | | +| | | | meet the | | +| | | | minimum Trade- | | +| | | | In device | | +| | | | value, the | | +| | | | customer will | | +| | | | not receive | | +| | | | promotional | | +| | | | installment | | +| | | | credits. ¶ If | | +| | | | all eligibility | | +| | | | criteria is met | | +| | | | the customer | | +| | | | can expect | | +| | | | their | | +| | | | installment | | +| | | | credits to be | | +| | | | applied and | | +| | | | appear within 3 | | +| | | | billing cycles. | | +| | | | ¶ ¶ Note: | | +| | | | Customer should | | +| | | | not at any time | | +| | | | use the BRE | | +| | | | label included | | +| | | | in the new | | +| | | | device box to | | +| | | | ship their | | +| | | | Trade-In | | +| | | | devices back. ¶ | | +| | | | ¶ If the BRE | | +| | | | label is | | +| | | | utilized the | | +| | | | customer will | | +| | | | NOT receive the | | +| | | | promotional | | +| | | | installment | | +| | | | credits.¶ What | | +| | | | the Customer | | +| | | | Can Expect¶ ¶ | | +| | | | Process begins | | +| | | | when the | | +| | | | Customer’s | | +| | | | order ships. | | +| | | | Not when it is | | +| | | | ordered. If a | | +| | | | customer has no | | +| | | | other | | +| | | | promotions | | +| | | | beyond the | | +| | | | Trade-in, they | | +| | | | will receive a | | +| | | | welcome email | | +| | | | from donotreply | | +| | | | @ATT.TradeIn- | | +| | | | Program.com in | | +| | | | 1-2 days.¶ | | +| | | | This email is | | +| | | | generated by an | | +| | | | automated | | +| | | | process and | | +| | | | includes a link | | +| | | | that allows the | | +| | | | customer to | | +| | | | print their own | | +| | | | return label ¶ | | +| | | | However¶ ¶ If | | +| | | | the customer | | +| | | | has multiple | | +| | | | promotions | | +| | | | stacked on the | | +| | | | order a manual | | +| | | | process is used | | +| | | | to generate the | | +| | | | welcome email | | +| | | | from, donotrepl | | +| | | | y@ATT.TradeIn- | | +| | | | Program.com and | | +| | | | it can take | | +| | | | 7-10 days for | | +| | | | the welcome | | +| | | | email to | | +| | | | arrive.¶ ¶ | | +| | | | Due to lack of | | +| | | | automation the | | +| | | | customer will | | +| | | | also be getting | | +| | | | a return label | | +| | | | shipped to them | | +| | | | - the process | | +| | | | can take an | | +| | | | additional 7-10 | | +| | | | days depending | | +| | | | on the speed of | | +| | | | the postal | | +| | | | service¶ | | +| | | | Customers need | | +| | | | to save the | | +| | | | tracking | | +| | | | numbers on | | +| | | | their return | | +| | | | labels, Contoso | | +| | | | has no way to | | +| | | | retrieve them | | +| | | | for the | | +| | | | customer.¶ ¶ | | +| | | | Once customer | | +| | | | have their | | +| | | | shipping | | +| | | | material | | +| | | | (either printed | | +| | | | out or sent to | | +| | | | them by mail) | | +| | | | they may return | | +| | | | their devices – | | +| | | | The customer | | +| | | | controls the | | +| | | | timeline on | | +| | | | this. Trade-in | | +| | | | travels to | | +| | | | Contoso’s trade-in | | +| | | | warehouse - Up | | +| | | | to a week | | +| | | | depending on | | +| | | | the postal | | +| | | | service When | | +| | | | the Package | | +| | | | arrives at the | | +| | | | Contoso Trade in | | +| | | | Center it is | | +| | | | scanned in.¶ | | +| | | | That scan | | +| | | | generates a | | +| | | | second email to | | +| | | | the customer | | +| | | | letting the | | +| | | | customer know | | +| | | | the device has | | +| | | | arrived at Contoso | | +| | | | and is being | | +| | | | assessed ¶ | | +| | | | Assessment | | +| | | | takes 7-10 | | +| | | | days. Once a | | +| | | | week a report | | +| | | | is sent to Contoso | | +| | | | for processing | | +| | | | – Every 7 days | | +| | | | Contoso Manually | | +| | | | formats the | | +| | | | report and | | +| | | | scrubs for | | +| | | | errors. – 7 | | +| | | | Days Contoso runs | | +| | | | scripting that | | +| | | | confirms or | | +| | | | denies | | +| | | | eligibility – 1 | | +| | | | day Credits | | +| | | | begin in 1 -2 | | +| | | | Bill cycles. | | +| | | | Most Accounts | | +| | | | will see | | +| | | | credits begin | | +| | | | within 3 | | +| | | | billing cycles | | +| | | | Wrong Label | | +| | | | (BRE) Used to | | +| | | | Return Trade-In | | +| | | | Device Check in | | +| | | | AIR/Order Track | | +| | | | to confirm if | | +| | | | device was | | +| | | | received to the | | +| | | | warehouse.¶ ¶ | | +| | | | In AIR, enter | | +| | | | the RMA number | | +| | | | listed as an | | +| | | | invoice | | +| | | | number.¶ ¶ | | +| | | | You can look up | | +| | | | the RMA number | | +| | | | that generated | | +| | | | during the | | +| | | | original order | | +| | | | in Order | | +| | | | Track.If the | | +| | | | RMA number | | +| | | | displays a | | +| | | | device in AIR, | | +| | | | the customer | | +| | | | has used the | | +| | | | BRE label | | +| | | | instead of the | | +| | | | return label.¶ | | +| | | | If device was | | +| | | | received by the | | +| | | | incorrect | | +| | | | warehouse, | | +| | | | create an | | +| | | | Clarify Urgent | | +| | | | Case to engage | | +| | | | the ICU team. | | +| | | | Include:¶ | | +| | | | CTN(s) needing | | +| | | | creditsName of | | +| | | | the | | +| | | | promotionM&P | | +| | | | IDCredit amount | | +| | | | anticipatedOrde | | +| | | | r numberAny | | +| | | | other relevant | | +| | | | information¶ | | +| | | | Source: | | +| | | | Content: 7 | | +| | | | Plus. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 9/2/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above, | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | September 1st | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 9/2/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the devices | | +| | | | impacted, will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 8/5/22 Select | | +| | | | device trade-in | | +| | | | values (TIV) | | +| | | | changed from | | +| | | | $35 to $5 and | | +| | | | will be | | +| | | | ineligible as | | +| | | | qualifying | | +| | | | trade-ins. | | +| | | | Trade-in | | +| | | | devices | | +| | | | impacted: | | +| | | | Nord100, Asus | | +| | | | Rog Phone2, | | +| | | | OnePlus 6T, | | +| | | | Razer 2, Google | | +| | | | Pixel 3, 3a, | | +| | | | 3XL, 3a XL, LG | | +| | | | K92, Moto One | | +| | | | Ace 5G. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 8/5/22 and | | +| | | | return to | | +| | | | trade-in one | | +| | | | of the devices | | +| | | | listed above | | +| | | | will get the | | +| | | | offer credits, | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | August 4th | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 8/5/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the impacted | | +| | | | devices will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 4/22/22 the | | +| | | | Samsung A13 5G | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $100 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade-in. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | before 4/22/22 | | +| | | | and trade-in a | | +| | | | Samsung A13 5G | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. ¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | issue the $5 | | +| | | | TIV to the | | +| | | | customer. A | | +| | | | radio button | | +| | | | for the offer | | +| | | | will not | | +| | | | display due to | | +| | | | the TIV being | | +| | | | below the | | +| | | | requirements. | | +| | | | The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after | | +| | | | 4/22/22 and | | +| | | | trade-in a | | +| | | | Samsung A13 5G | | +| | | | will only | | +| | | | receive $5 TIV | | +| | | | and will not be | | +| | | | eligible for | | +| | | | the offer. | | +| | | | Credit Details | | +| | | | ¶ Must be a | | +| | | | new line, or | | +| | | | upgrade. | | +| | | | Customer has 30 | | +| | | | days from | | +| | | | activation date | | +| | | | to perform | | +| | | | their trade | | +| | | | in.Customers | | +| | | | with Free | | +| | | | Shipping may | | +| | | | have a delay in | | +| | | | receiving their | | +| | | | smartphones due | | +| | | | to inventory | | +| | | | constraints. | | +| | | | Please note 30 | | +| | | | days from | | +| | | | activation date | | +| | | | could be | | +| | | | different from | | +| | | | purchase date | | +| | | | (due to above s | | +| | | | cenario).Custom | | +| | | | er may qualify | | +| | | | for multiple | | +| | | | monthly bill | | +| | | | credits | | +| | | | smartphone | | +| | | | offers for each | | +| | | | qualifying new | | +| | | | purchase | | +| | | | w/qualifying | | +| | | | trade-in; limit | | +| | | | on number of | | +| | | | lines eligible | | +| | | | will depends on | | +| | | | customer’s | | +| | | | credit | | +| | | | eligibility | | +| | | | (BAU).Eligible | | +| | | | smartphones | | +| | | | must be | | +| | | | purchased on | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan. ¶ | | +| | | | Includes 0% | | +| | | | down or down | | +| | | | payment. ¶ | | +| | | | Down payment | | +| | | | does not | | +| | | | impact/change | | +| | | | monthly credit | | +| | | | amount outlined | | +| | | | by offer. ¶ If | | +| | | | buying on the | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up, customer is | | +| | | | responsible and | | +| | | | will not | | +| | | | receive any | | +| | | | credits for an | | +| | | | additional | | +| | | | $6/mo. for the | | +| | | | Next Up upgrade | | +| | | | feature.¶ | | +| | | | Note: Customers | | +| | | | enrolled on an | | +| | | | active Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up at $5/mo. | | +| | | | are not | | +| | | | impacted by the | | +| | | | rate increase | | +| | | | effective | | +| | | | 7.14.22.Future | | +| | | | device | | +| | | | purchases on an | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up will be | | +| | | | impacted and | | +| | | | will reflect | | +| | | | the new Next Up | | +| | | | feature charge | | +| | | | of $6/mo. ¶ ¶ | | +| | | | If line is | | +| | | | disconnected | | +| | | | early, customer | | +| | | | responsible for | | +| | | | remaining | | +| | | | amount owed on | | +| | | | the installment | | +| | | | agreement.Line | | +| | | | must remain | | +| | | | active & in | | +| | | | good standing | | +| | | | throughout the | | +| | | | entirety of the | | +| | | | offer for all | | +| | | | credits to be | | +| | | | applied.CLN/CPO | | +| | | | excluded.Taxes | | +| | | | on full retail | | +| | | | price are due | | +| | | | at point of | | +| | | | sale.If the | | +| | | | discounted | | +| | | | phone is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill | | +| | | | credit.Free | | +| | | | Shipping, | | +| | | | backorders, and | | +| | | | port delays are | | +| | | | eligible if the | | +| | | | number(s) is | | +| | | | reserved while | | +| | | | the offer is in | | +| | | | effect.Winbacks | | +| | | | are treated as | | +| | | | an existing | | +| | | | customer. (a | | +| | | | Winback | | +| | | | requires a | | +| | | | customer to | | +| | | | port their | | +| | | | number back to | | +| | | | Contoso within 59 | | +| | | | days of leaving | | +| | | | Contoso.)A | | +| | | | conversion from | | +| | | | Prepaid/Cricket | | +| | | | is treated like | | +| | | | an existing | | +| | | | wireless | | +| | | | customer and | | +| | | | not a new | | +| | | | wireless gross | | +| | | | add.¶ How the | | +| | | | Credit Works ¶ | | +| | | | Customers will | | +| | | | receive the | | +| | | | bill credit of | | +| | | | offer if:¶ | | +| | | | Activating new | | +| | | | line or upgrade | | +| | | | existing line | | +| | | | and purchasing | | +| | | | an eligible | | +| | | | smartphone on | | +| | | | Contoso | | +| | | | installment | | +| | | | Source: | | +| | | | Content: Device | | +| | | | Troubleshooting | | +| | | | ¶ Before | | +| | | | attempting to | | +| | | | Exchange | | +| | | | Equipment, | | +| | | | determine why | | +| | | | the customer | | +| | | | would like to | | +| | | | return the | | +| | | | equipment. If | | +| | | | there is a | | +| | | | problem with | | +| | | | the equipment, | | +| | | | attempt to | | +| | | | resolve using | | +| | | | the | | +| | | | troubleshooting | | +| | | | pages below:¶ | | +| | | | Billing Issue | | +| | | | (BILog) and | | +| | | | Device Issue | | +| | | | (DI) Logs / | | +| | | | Software | | +| | | | UpdatesDevice | | +| | | | Troubleshooting | | +| | | | Policy - BCSS ¶ | | +| | | | ¶ Device | | +| | | | Eligibility | | +| | | | Use Order | | +| | | | Track, rather | | +| | | | than the | | +| | | | biller, to | | +| | | | determine the | | +| | | | number of days | | +| | | | since the | | +| | | | equipment was | | +| | | | shipped or | | +| | | | purchased in | | +| | | | store. ¶ This | | +| | | | is based on the | | +| | | | number of | | +| | | | calendar days. | | +| | | | DF Orders: Day | | +| | | | one is the | | +| | | | third day after | | +| | | | the device was | | +| | | | shipped. | | +| | | | Purchased at a | | +| | | | retail | | +| | | | location: Day | | +| | | | one is the day | | +| | | | after the | | +| | | | customer | | +| | | | purchased the | | +| | | | device. | | +| | | | Example: If the | | +| | | | customer | | +| | | | purchases the | | +| | | | device cash and | | +| | | | carry at 8:30 | | +| | | | p.m. on | | +| | | | September 24, | | +| | | | the next day is | | +| | | | considered day | | +| | | | one. The CRU | | +| | | | FAN customer | | +| | | | has until the | | +| | | | end of October | | +| | | | 24, while the | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customer would | | +| | | | have until the | | +| | | | end of October | | +| | | | 8 to return the | | +| | | | device in-store | | +| | | | or initiate a | | +| | | | return by | | +| | | | mail.See the | | +| | | | Contoso Mobility | | +| | | | Return Policy. | | +| | | | The eligibility | | +| | | | criteria below | | +| | | | may not reflect | | +| | | | the return | | +| | | | policies of | | +| | | | National | | +| | | | Retailers of | | +| | | | Contoso. ¶ ¶ | | +| | | | EligibleNot Eli | | +| | | | gibleEquipment | | +| | | | must be:¶ In | | +| | | | like-new | | +| | | | condition with | | +| | | | no physical or | | +| | | | liquid damage | | +| | | | (includes Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment from | | +| | | | wireless.att.co | | +| | | | m and direct- | | +| | | | fulfillment | | +| | | | orders)In the | | +| | | | original | | +| | | | packaging* | | +| | | | accompanied | | +| | | | with a receipt: | | +| | | | ¶ Original | | +| | | | packaging may | | +| | | | have the UPC | | +| | | | code cut from | | +| | | | the box for | | +| | | | rebate | | +| | | | purposes.If | | +| | | | only the | | +| | | | manufacturer's | | +| | | | box is absent, | | +| | | | all original | | +| | | | contents can be | | +| | | | returned in | | +| | | | another box.¶ | | +| | | | A device that | | +| | | | was an out-of- | | +| | | | box failure | | +| | | | (OBF)¶ One | | +| | | | equipment | | +| | | | exchange within | | +| | | | 30 days of | | +| | | | original order | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU. | | +| | | | Exceptions:¶ ¶ | | +| | | | Closeout | | +| | | | pricing device | | +| | | | that was out- | | +| | | | of-the box | | +| | | | failure or dead | | +| | | | on arrival | | +| | | | (DOA).Allow | | +| | | | customers with | | +| | | | a disability | | +| | | | multiple | | +| | | | exchanges to | | +| | | | ensure their | | +| | | | equipment | | +| | | | selection meets | | +| | | | their needs.If | | +| | | | the exchange | | +| | | | request is due | | +| | | | to a | | +| | | | manufacturer | | +| | | | defect within | | +| | | | the first 30 | | +| | | | days of | | +| | | | purchase for | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU, | | +| | | | multiple | | +| | | | exchanges are | | +| | | | allowed with | | +| | | | manager | | +| | | | approval and | | +| | | | notation on the | | +| | | | account.¶ ¶ | | +| | | | Equipment | | +| | | | that:¶ Has | | +| | | | physical or | | +| | | | liquid | | +| | | | damage.Is not | | +| | | | Contoso-branded.¶ | | +| | | | Gift and | | +| | | | Ringtone | | +| | | | cardsSIM | | +| | | | cardsIncomplete | | +| | | | device kits, | | +| | | | unless | | +| | | | delivered to | | +| | | | customer | | +| | | | incomplete | | +| | | | Equipment is | | +| | | | Lost or | | +| | | | StolenEquipment | | +| | | | received via | | +| | | | Mobile Insuranc | | +| | | | eEquipment sold | | +| | | | at the closeout | | +| | | | price* ¶ ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile | | +| | | | Insurance for | | +| | | | non-iPhone devi | | +| | | | ces.Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing¶ ¶ | | +| | | | *Closeout | | +| | | | Pricing Policy¶ | | +| | | | ¶ Equipment | | +| | | | sold at the | | +| | | | closeout price | | +| | | | is considered | | +| | | | final. | | +| | | | Customers | | +| | | | purchasing a | | +| | | | device sold at | | +| | | | closeout | | +| | | | pricing are not | | +| | | | eligible to | | +| | | | exchange for a | | +| | | | different | | +| | | | device except | | +| | | | dead on arrival | | +| | | | (DOA) or OBF. | | +| | | | Closeout | | +| | | | equipment can | | +| | | | be returned if | | +| | | | the service is | | +| | | | being | | +| | | | cancelled, for | | +| | | | new | | +| | | | activations, or | | +| | | | if an existing | | +| | | | customer wishes | | +| | | | to return to | | +| | | | their previous | | +| | | | or COAM | | +| | | | device.¶ | | +| | | | Exchange | | +| | | | Ineligible The | | +| | | | equipment is | | +| | | | outside the | | +| | | | return period | | +| | | | or Not Eligible | | +| | | | to return. | | +| | | | Provide these | | +| | | | options: ¶ | | +| | | | Check to see if | | +| | | | the device is | | +| | | | eligible for a | | +| | | | warranty | | +| | | | exchange. | | +| | | | Choose the | | +| | | | correct link | | +| | | | for your | | +| | | | group:¶ BCSS: | | +| | | | Device Warranty | | +| | | | Exchange | | +| | | | Process - | | +| | | | ATS/MTS RLM: | | +| | | | See the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | article for | | +| | | | your group. ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile Insu | | +| | | | rance.Purchase | | +| | | | a phone at no- | | +| | | | commitment | | +| | | | pricing.¶ | | +| | | | Exchange | | +| | | | Eligible For | | +| | | | Apple-related | | +| | | | issues from a | | +| | | | direct- | | +| | | | fulfillment | | +| | | | customer: ¶ | | +| | | | Ask the | | +| | | | customer if the | | +| | | | shrink wrap or | | +| | | | box is damaged. | | +| | | | ¶ If the | | +| | | | shrink wrap or | | +| | | | box is damaged, | | +| | | | the issue is | | +| | | | with shipping, | | +| | | | not the | | +| | | | manufacturer. | | +| | | | Advise the | | +| | | | customer to | | +| | | | contact the | | +| | | | shipping agent. | | +| | | | If the device | | +| | | | is dead-on- | | +| | | | arrival (DOA) | | +| | | | or otherwise | | +| | | | contains a | | +| | | | manufacturer's | | +| | | | defect, refer | | +| | | | the customer to | | +| | | | Apple Customer | | +| | | | Care. ¶ For | | +| | | | non-Apple | | +| | | | equipment | | +| | | | issues, proceed | | +| | | | with the | | +| | | | exchange | | +| | | | process. What | | +| | | | the Customer | | +| | | | Needs to Know: | | +| | | | ¶ ¶ Shipping | | +| | | | Expectations ¶ | | +| | | | ¶ | | +| | | | Standard/second | | +| | | | day ($9.95) | | +| | | | U.S. delivery P | | +| | | | riority/overnig | | +| | | | ht ($14.95) | | +| | | | U.S. delivery: | | +| | | | ¶ Orders | | +| | | | placed after 5 | | +| | | | p.m. ET ship | | +| | | | the following | | +| | | | day. If S&H | | +| | | | charge applies, | | +| | | | advise the | | +| | | | customer of the | | +| | | | fee.If you need | | +| | | | additional | | +| | | | details, review | | +| | | | Shipping Rules | | +| | | | and Guidelines | | +| | | | ¶ ¶ Device | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 33 | How many | For some | Content: . ¶ | 10 | +| | billing | promotions, | Remain active | | +| | cycles do | credits can | and in good | | +| | the credits | take from 1 | standing on | | +| | take to | to 3 billing | wireless | | +| | apply? | cycles to | installment | | +| | | apply | agreements for | | +| | | (Source: | the duration of | | +| | | context). | the installment | | +| | | However, it | term.Monthly | | +| | | is important | recurring bill | | +| | | to validate | credit can take | | +| | | the | from 1 to 3 | | +| | | eligibility | billing | | +| | | criteria | cycles.Customer | | +| | | before | is responsible | | +| | | submitting | for payments | | +| | | an | until bill | | +| | | escalation | credit is | | +| | | (Source: | issued.Will | | +| | | context). | receive the | | +| | | | first credit | | +| | | | equal to the | | +| | | | number of | | +| | | | payments | | +| | | | already | | +| | | | paid.For | | +| | | | automated | | +| | | | orders, monthly | | +| | | | credits | | +| | | | typically begin | | +| | | | on 1st bill, | | +| | | | for manual | | +| | | | (Data Driven) | | +| | | | orders, credits | | +| | | | will begin | | +| | | | within 3 | | +| | | | bills.If | | +| | | | credits start | | +| | | | on 2nd to 3rd | | +| | | | bill. Customer | | +| | | | must pay | | +| | | | his/her bill in | | +| | | | full until the | | +| | | | credits start | | +| | | | to apply in up | | +| | | | to 3 bill | | +| | | | cycles.Late | | +| | | | fees may apply | | +| | | | when bills are | | +| | | | unpaid.Customer | | +| | | | must pay | | +| | | | installments | | +| | | | until | | +| | | | then.Initially, | | +| | | | customers may | | +| | | | receive | | +| | | | multiple | | +| | | | credits at | | +| | | | onset to bring | | +| | | | them current. | | +| | | | For example, | | +| | | | when validation | | +| | | | is confirmed, | | +| | | | if the customer | | +| | | | has had two or | | +| | | | three | | +| | | | installment | | +| | | | charges, she | | +| | | | will receive | | +| | | | two or three | | +| | | | credits on one | | +| | | | bill to resolve | | +| | | | the past | | +| | | | installment | | +| | | | charges.All | | +| | | | credits after | | +| | | | the initial | | +| | | | application are | | +| | | | individual | | +| | | | monthly credits | | +| | | | based on Max | | +| | | | Bill Credit | | +| | | | outlined | | +| | | | above.If the | | +| | | | discounted | | +| | | | phone is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill credit.If | | +| | | | customer | | +| | | | purchases more | | +| | | | expensive | | +| | | | devices or | | +| | | | higher memory | | +| | | | variants, they | | +| | | | will still only | | +| | | | receive max | | +| | | | bill credit | | +| | | | based on OEM | | +| | | | device purchase | | +| | | | .Account | | +| | | | documentation | | +| | | | will be added | | +| | | | at the back | | +| | | | end; sellers do | | +| | | | not need to | | +| | | | apply.¶ | | +| | | | Cancellations & | | +| | | | Suspensions ¶ | | +| | | | Voluntary | | +| | | | suspensions | | +| | | | will pause the | | +| | | | credit until | | +| | | | the customer’s | | +| | | | line becomes | | +| | | | active again.If | | +| | | | line is | | +| | | | cancelled, | | +| | | | credits will | | +| | | | cease; customer | | +| | | | is responsible | | +| | | | for the | | +| | | | remaining | | +| | | | balance of the | | +| | | | installment | | +| | | | plan in this | | +| | | | scenario.¶ | | +| | | | Exchanges & | | +| | | | Returns ¶ | | +| | | | Credits move to | | +| | | | the new device | | +| | | | when exchanged | | +| | | | for an eligible | | +| | | | phone.If | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | participates in | | +| | | | the promo (so | | +| | | | they don’t | | +| | | | receive their | | +| | | | Value upfront | | +| | | | and instead | | +| | | | qualify for | | +| | | | monthly | | +| | | | credits), but | | +| | | | they are within | | +| | | | their 30-day | | +| | | | period and want | | +| | | | to exchange to | | +| | | | a qualified | | +| | | | device = Promo | | +| | | | Monthly bill | | +| | | | credits | | +| | | | transferCredits | | +| | | | stop when | | +| | | | exchange is | | +| | | | made from an | | +| | | | eligible phone | | +| | | | to ineligible | | +| | | | phone/device.If | | +| | | | phone is | | +| | | | returned and | | +| | | | there is no | | +| | | | Next or EIP | | +| | | | installment on | | +| | | | the line, | | +| | | | customer will | | +| | | | not receive | | +| | | | credits.¶ | | +| | | | Price | | +| | | | Protection & | | +| | | | BRE Price | | +| | | | Protection¶ | | +| | | | All trade-ins | | +| | | | are final. | | +| | | | There is not a | | +| | | | price | | +| | | | protection | | +| | | | period for | | +| | | | trade-in | | +| | | | devices. Once | | +| | | | value has been | | +| | | | issued/given | | +| | | | for a trade-in | | +| | | | device where | | +| | | | credit has been | | +| | | | issued, it is | | +| | | | final. | | +| | | | Customers have | | +| | | | up to 30 days | | +| | | | to cancel their | | +| | | | smartphone | | +| | | | purchase. Acti | | +| | | | vations/Upgrade | | +| | | | s with a trade- | | +| | | | in that | | +| | | | occurred 30 | | +| | | | days prior to | | +| | | | offer start | | +| | | | date can | | +| | | | qualify to | | +| | | | receive the | | +| | | | offer on a | | +| | | | reactive basis. | | +| | | | Price | | +| | | | Protection | | +| | | | escalations | | +| | | | must be | | +| | | | submitted | | +| | | | within 60 days | | +| | | | of promo start | | +| | | | date. Activati | | +| | | | ons/Upgrades | | +| | | | that happen | | +| | | | after offer end | | +| | | | date (due to | | +| | | | port-in | | +| | | | failures, free | | +| | | | shipping | | +| | | | delays, and so | | +| | | | on) will be | | +| | | | honored | | +| | | | reactively. | | +| | | | Qualifying | | +| | | | purchases made | | +| | | | in the 30 days | | +| | | | before an offer | | +| | | | started can be | | +| | | | recognized by | | +| | | | submitting a | | +| | | | Price | | +| | | | Protection | | +| | | | escalation. | | +| | | | BRE for Trade- | | +| | | | In Device¶ ¶ | | +| | | | All trade-ins | | +| | | | are final (once | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | Contoso can’t give | | +| | | | back the traded | | +| | | | in phone). | | +| | | | There is not a | | +| | | | price | | +| | | | protection | | +| | | | period for the | | +| | | | trade-in | | +| | | | devices. Once | | +| | | | value has been | | +| | | | issued/given | | +| | | | for a trade-in | | +| | | | device where | | +| | | | credit has been | | +| | | | issued, it is | | +| | | | final. If | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | participates in | | +| | | | the promo (so | | +| | | | they don’t | | +| | | | receive their | | +| | | | Value upfront | | +| | | | and instead | | +| | | | qualify for | | +| | | | monthly | | +| | | | credits) but | | +| | | | they are within | | +| | | | their 30-day | | +| | | | period and want | | +| | | | to exchange to | | +| | | | a non-qualified | | +| | | | device, Contoso | | +| | | | will mail | | +| | | | customer their | | +| | | | value reward | | +| | | | card. If the | | +| | | | customer | | +| | | | returns & | | +| | | | cancels their | | +| | | | purchase, or if | | +| | | | their trade-in | | +| | | | does not meet | | +| | | | minimum value | | +| | | | after | | +| | | | inspection: ¶ | | +| | | | A one-time bill | | +| | | | credit for the | | +| | | | standard trade- | | +| | | | in value is | | +| | | | applied to the | | +| | | | customer's | | +| | | | account.Notes | | +| | | | will be added | | +| | | | to the account | | +| | | | with the | | +| | | | ineligible | | +| | | | reason.¶ BRE | | +| | | | for Purchase | | +| | | | Device¶ ¶ All | | +| | | | trade-ins are | | +| | | | final (once | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | Contoso can’t give | | +| | | | back the traded | | +| | | | in phone). | | +| | | | Protection and | | +| | | | BRE are not the | | +| | | | same. | | +| | | | Customers have | | +| | | | up to 30 days | | +| | | | after purchase | | +| | | | to return or | | +| | | | exchange | | +| | | | devices. | | +| | | | Trade-ins are | | +| | | | final; | | +| | | | escalations are | | +| | | | managed on a | | +| | | | case-by-case | | +| | | | basis under the | | +| | | | manager | | +| | | | discretion | | +| | | | rules. | | +| | | | Customers who | | +| | | | purchase | | +| | | | eligible | | +| | | | devices during | | +| | | | the active | | +| | | | offer dates who | | +| | | | then make | | +| | | | exchanges | | +| | | | within their | | +| | | | 30-day BRE are | | +| | | | still | | +| | | | recognized for | | +| | | | the offer, even | | +| | | | if the BRE | | +| | | | exchange occurs | | +| | | | after the offer | | +| | | | end date. (No | | +| | | | additional | | +| | | | action is | | +| | | | required from | | +| | | | the seller/repr | | +| | | | esentative) 30 | | +| | | | Days for CRU. | | +| | | | Exclusions¶ ¶ | | +| | | | CRU and | | +| | | | FirstNet Agency | | +| | | | Paid, Extended | | +| | | | Primary, | | +| | | | FirstNet | | +| | | | Subscriber will | | +| | | | NOT be subject | | +| | | | to Source: | | +| | | | Content: ¶ | | +| | | | Initially, | | +| | | | customers may | | +| | | | receive | | +| | | | multiple | | +| | | | credits at | | +| | | | onset to bring | | +| | | | them current. | | +| | | | For example, | | +| | | | when validation | | +| | | | is confirmed, | | +| | | | if the customer | | +| | | | has had two or | | +| | | | three | | +| | | | installment | | +| | | | charges, she | | +| | | | will receive | | +| | | | two or three | | +| | | | credits on one | | +| | | | bill to resolve | | +| | | | the past | | +| | | | installment | | +| | | | charges. All | | +| | | | credits after | | +| | | | the initial | | +| | | | application are | | +| | | | individual | | +| | | | monthly | | +| | | | creditsBoth the | | +| | | | "BO line" & the | | +| | | | "GO line" must | | +| | | | remain active & | | +| | | | in good- | | +| | | | standing | | +| | | | throughout the | | +| | | | entirety of the | | +| | | | offer for all | | +| | | | credits to be | | +| | | | applied¶ If | | +| | | | the | | +| | | | Free/discounted | | +| | | | device is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill credit. | | +| | | | Amounts are | | +| | | | shown in above | | +| | | | chart.¶ If | | +| | | | customer | | +| | | | purchases more | | +| | | | expensive | | +| | | | devices or | | +| | | | higher memory | | +| | | | variants, she | | +| | | | will still only | | +| | | | receive max | | +| | | | bill credit | | +| | | | based on OEM | | +| | | | device | | +| | | | purchase.¶ | | +| | | | Account | | +| | | | documentation | | +| | | | will be added | | +| | | | at the back | | +| | | | end; sellers do | | +| | | | not need to | | +| | | | applyAccount | | +| | | | note will be | | +| | | | placed on eligi | | +| | | | ble/qualified | | +| | | | wireless line | | +| | | | at the | | +| | | | subscriber | | +| | | | levelBoth the | | +| | | | "BO line" & the | | +| | | | "GO line" must | | +| | | | remain active & | | +| | | | in good- | | +| | | | standing | | +| | | | throughout the | | +| | | | entirety of the | | +| | | | offer for all | | +| | | | credits to be | | +| | | | applied¶ ¶ ¶ | | +| | | | Back to Top¶ | | +| | | | Cancellations | | +| | | | and Suspensions | | +| | | | ¶ Voluntary | | +| | | | suspensions | | +| | | | will pause the | | +| | | | credit until | | +| | | | the customer's | | +| | | | line becomes | | +| | | | active again. | | +| | | | If line is | | +| | | | cancelled, | | +| | | | credits will | | +| | | | cease; customer | | +| | | | is responsible | | +| | | | for the | | +| | | | remaining | | +| | | | balance of the | | +| | | | installment | | +| | | | plan in this | | +| | | | scenario.¶ ¶ | | +| | | | Back to Top¶ | | +| | | | Price | | +| | | | Protection/BRE | | +| | | | ¶ CRU Mobility | | +| | | | customers have | | +| | | | up to 30 days | | +| | | | after purchase | | +| | | | to | | +| | | | cancel.Credit | | +| | | | will be honored | | +| | | | reactively for | | +| | | | purchases made | | +| | | | prior to start | | +| | | | of the offer, | | +| | | | which is 30 day | | +| | | | s.Activations | | +| | | | that happen | | +| | | | after offer end | | +| | | | date (due to | | +| | | | port-in | | +| | | | failures, DF | | +| | | | delays, etc.) | | +| | | | will be honored | | +| | | | reactively.¶ ¶ | | +| | | | Back to Top¶ E | | +| | | | xchanges/Return | | +| | | | s ¶ Credits | | +| | | | move to the new | | +| | | | device when | | +| | | | exchanged for | | +| | | | an eligible | | +| | | | device (under | | +| | | | offer requireme | | +| | | | nts)Credits | | +| | | | stop when | | +| | | | exchange is | | +| | | | made from an | | +| | | | eligible device | | +| | | | to ineligible | | +| | | | deviceIf device | | +| | | | is returned and | | +| | | | there is no | | +| | | | installment | | +| | | | plan on the | | +| | | | line, customer | | +| | | | will not | | +| | | | receive | | +| | | | credits.¶ ¶ | | +| | | | Back to Top¶ | | +| | | | Pay Up/Pay Off | | +| | | | If upgrade or | | +| | | | pay up/off | | +| | | | agreement | | +| | | | early, your | | +| | | | credits may | | +| | | | cease. | | +| | | | Transfer of | | +| | | | Billing | | +| | | | Responsibility | | +| | | | (ToBR) ¶ For | | +| | | | ToBRs within | | +| | | | the first 30 | | +| | | | days:¶ ¶ In | | +| | | | order to | | +| | | | qualify for | | +| | | | offer credits: | | +| | | | Both the BO | | +| | | | line & GO line | | +| | | | must be on the | | +| | | | same account ¶ | | +| | | | ¶ For ToBRs | | +| | | | after first 30 | | +| | | | days:¶ ¶ BO | | +| | | | Line ToBR: The | | +| | | | BO line must | | +| | | | remain active | | +| | | | on the separate | | +| | | | account in | | +| | | | order for the | | +| | | | GO line to | | +| | | | continue | | +| | | | receiving | | +| | | | creditsGO Line | | +| | | | ToBR: The GO | | +| | | | line credits | | +| | | | will move with | | +| | | | the installment | | +| | | | agreement as | | +| | | | long as the BO | | +| | | | & GO lines both | | +| | | | remain active.¶ | | +| | | | ¶ Back to Top¶ | | +| | | | Troubleshooting | | +| | | | and Escalations | | +| | | | Read the | | +| | | | questions below | | +| | | | to identify if | | +| | | | the customer | | +| | | | qualifies for | | +| | | | an escalation | | +| | | | credit.¶ ¶ | | +| | | | Was the device | | +| | | | purchased | | +| | | | within the | | +| | | | promotional | | +| | | | period?¶ ¶ | | +| | | | Use available | | +| | | | tools/systems, | | +| | | | such as Order | | +| | | | Track, to | | +| | | | confirm the | | +| | | | taken date of | | +| | | | the order (the | | +| | | | date the order | | +| | | | was received in | | +| | | | Order Track).If | | +| | | | not, did the | | +| | | | customer | | +| | | | purchase the | | +| | | | device during | | +| | | | the BRE period | | +| | | | leading up to | | +| | | | the promotion?¶ | | +| | | | Is the device a | | +| | | | new line of | | +| | | | service? Is | | +| | | | the device:¶ | | +| | | | On the eligible | | +| | | | SKUs list?On an | | +| | | | Contoso | | +| | | | Installment | | +| | | | with Next Up, | | +| | | | Contoso | | +| | | | Installment | | +| | | | plan, or EIP | | +| | | | (CRU) | | +| | | | agreement?On an | | +| | | | active line?On | | +| | | | an eligible | | +| | | | voice/data | | +| | | | plan?¶ Is the | | +| | | | account in good | | +| | | | standing? If | | +| | | | the answer to | | +| | | | any of the | | +| | | | questions above | | +| | | | is no:¶ ¶ | | +| | | | Educate the | | +| | | | customer on the | | +| | | | requirements to | | +| | | | receive the | | +| | | | offer to | | +| | | | explain why the | | +| | | | account does | | +| | | | not meet the | | +| | | | qualifications | | +| | | | of the | | +| | | | promotion. | | +| | | | Help the | | +| | | | customer | | +| | | | understand the | | +| | | | reason for | | +| | | | charges on | | +| | | | their account. | | +| | | | Review the CSS | | +| | | | with the | | +| | | | customer. | | +| | | | Demonstrate | | +| | | | ownership of | | +| | | | billing and | | +| | | | adjustment | | +| | | | inquiries by | | +| | | | sustaining | | +| | | | accurate | | +| | | | charges and | | +| | | | applying proper | | +| | | | adjustments | | +| | | | when | | +| | | | appropriate.¶ | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to credit | | +| | | | the charges.¶ | | +| | | | If the answer | | +| | | | to all of the | | +| | | | questions above | | +| | | | is yes:¶ ¶ | | +| | | | All parameters | | +| | | | met, yet | | +| | | | credits have | | +| | | | not started and | | +| | | | three bills | | +| | | | have printed. | | +| | | | The customer | | +| | | | purchased in | | +| | | | the BRE period | | +| | | | before the | | +| | | | promotion began | | +| | | | (all other | | +| | | | parameters | | +| | | | met). Internal | | +| | | | BMC: Contact | | +| | | | Team Lead All | | +| | | | other BCSS: ¶ | | +| | | | Escalate to | | +| | | | your manager | | +| | | | for further | | +| | | | routing; | | +| | | | manager submits | | +| | | | the escalation | | +| | | | in a Submitting | | +| | | | BOGO Credit | | +| | | | Fallout - | | +| | | | Managers | | +| | | | Only.For | | +| | | | details, see | | +| | | | BOGO Credit | | +| | | | Fallout | | +| | | | Handling - CRU | | +| | | | - BCSS.¶ | | +| | | | Source: | | +| | | | Content: | | +| | | | invoice within | | +| | | | 1-2 billing | | +| | | | cycles.  | | +| | | | ClarifyLite | | +| | | | users: | | +| | | | ClarifyLite | | +| | | | displays the | | +| | | | status as | | +| | | | Failed in red | | +| | | | letters when | | +| | | | transactions do | | +| | | | not process. | | +| | | | The | | +| | | | transactions | | +| | | | are re- | | +| | | | attempted by | | +| | | | ClarifyLite. | | +| | | | Do not re- | | +| | | | submit | | +| | | | adjustments in | | +| | | | ClarifyLite or | | +| | | | Telegence when | | +| | | | you see a | | +| | | | failed | | +| | | | transaction. | | +| | | | ClarifyLite | | +| | | | automatically | | +| | | | corrects or | | +| | | | resubmits the | | +| | | | adjustment. | | +| | | | Case number & | | +| | | | expected | | +| | | | resolution date | | +| | | | were not | | +| | | | provided: | | +| | | | Adjustment has | | +| | | | been applied to | | +| | | | the account. | | +| | | | Appears on the | | +| | | | invoice within | | +| | | | 1-2 bill | | +| | | | cycles. | | +| | | | Combined Bill: | | +| | | | Adjustments are | | +| | | | transferred to | | +| | | | the | | +| | | | wired account | | +| | | | after 5-7 | | +| | | | business days. | | +| | | | Adjustments of | | +| | | | pending charges | | +| | | | are included on | | +| | | | the next | | +| | | | invoice. | | +| | | | Suggested | | +| | | | Verbiage:  | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], I have | | +| | | | applied a net | | +| | | | adjustment for | | +| | | | the [ usage | | +| | | | charges, | | +| | | | international | | +| | | | roaming | | +| | | | charges] in the | | +| | | | amount of | | +| | | | [xx.xx]. The | | +| | | | adjustment will | | +| | | | appear on your | | +| | | | invoice within | | +| | | | 1-2 bill | | +| | | | cycles.  | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], I have | | +| | | | applied a net | | +| | | | adjustment for | | +| | | | the [usage | | +| | | | charges, | | +| | | | international | | +| | | | roaming | | +| | | | charges] in the | | +| | | | amount of | | +| | | | [xx.xx]. The | | +| | | | adjustment will | | +| | | | be transferred | | +| | | | to your wired | | +| | | | account within | | +| | | | 5-7 business | | +| | | | days and will | | +| | | | appear on your | | +| | | | next invoice.  | | +| | | | Balance | | +| | | | Transfer, | | +| | | | DirectBill, or | | +| | | | Write-Off | | +| | | | Adjustments | | +| | | | 1 In Clarify, | | +| | | | select Submit | | +| | | | Adjustment. The | | +| | | | Request Info | | +| | | | tab populates. | | +| | | | 2 From the | | +| | | | Dispute/Adj. | | +| | | | Type drop-down, | | +| | | | select the | | +| | | | option that | | +| | | | matches the | | +| | | | adjustment type | | +| | | | you are issuing | | +| | | | (Balance | | +| | | | Transfer, | | +| | | | DirectBill, or | | +| | | | Write-Off). | | +| | | | 3 Check the | | +| | | | Enter Exact | | +| | | | Adjustment | | +| | | | Amount box. | | +| | | | 4 Customer | | +| | | | Dispute box | | +| | | | must be check | | +| | | | for all | | +| | | | adjustments | | +| | | | over SOD or | | +| | | | sent to CART. | | +| | | | Collection | | +| | | | activity stops | | +| | | | until case | | +| | | | closure. | | +| | | | Disputed amount | | +| | | | is not included | | +| | | | in auto- | | +| | | | payments taken | | +| | | | before the case | | +| | | | is resolved. | | +| | | | If the credit | | +| | | | request is | | +| | | | rejected, the | | +| | | | next invoice | | +| | | | reflects a past | | +| | | | due amount. | | +| | | | Late fee | | +| | | | disputes for | | +| | | | past due | | +| | | | amounts are at | | +| | | | your | | +| | | | discretion. | | +| | | | Classify as an | | +| | | | efficiency | | +| | | | adjustment. | | +| | | | Category | | +| | | | Definition | | +| | | | Examples | | +| | | | Checked | | +| | | | Customer is | | +| | | | questioning a | | +| | | | specific charge | | +| | | | on their bill.  | | +| | | | Disputes | | +| | | | MRC/overage | | +| | | | charges and | | +| | | | requests and | | +| | | | adjustment. | | +| | | | Disputes | | +| | | | activation fees | | +| | | | and requests an | | +| | | | adjustment. | | +| | | | Unchecked | | +| | | | Customer is not | | +| | | | questioning a | | +| | | | specific charge | | +| | | | on their bill | | +| | | | Customer calls | | +| | | | to discuss | | +| | | | their rate plan | | +| | | | and the | | +| | | | representative | | +| | | | rerates and | | +| | | | provides a | | +| | | | proactive | | +| | | | credit. | | +| | | | Credits to | | +| | | | pending charges | | +| | | | Goodwill | | +| | | | adjustments | | +| | | | Proactive | | +| | | | credits by | | +| | | | offline teams | | +| | | | 5 Select the | | +| | | | appropriate | | +| | | | Product Type: | | +| | | | Mobility: | | +| | | | Standard | | +| | | | requests not | | +| | | | related to ASC | | +| | | | products AMS - | | +| | | | Advanced | | +| | | | Mobility | | +| | | | Solutions: BM | | +| | | | IoT and CART | | +| | | | only. Use to | | +| | | | process | | +| | | | adjustments for | | +| | | | products on the | | +| | | | AS Product List | | +| | | | and Transfers. | | +| | | | 6 Select the | | +| | | | Category and | | +| | | | Sub-Category | | +| | | | matching the | | +| | | | credit that is | | +| | | | being applied. | | +| | | | Example: | | +| | | | Crediting a | | +| | | | data rate plan, | | +| | | | select the MRC | | +| | | | and Fees | | +| | | | category and | | +| | | | the Rate Plan | | +| | | | Charge - Data | | +| | | | sub-Category. | | +| | | | Multiple | | +| | | | adjustments: | | +| | | | Select the | | +| | | | category with | | +| | | | the largest | | +| | | | adjustment | | +| | | | impact. Refer | | +| | | | to Adjustment C | | +| | | | ategories secti | | +| | | | on if needed. | | +| | | | 7 Select the | | +| | | | correct | | +| | | | Adjustment | | +| | | | Classification. | | +| | | | Correct Charge: | | +| | | | Result of an | | +| | | | Contoso error | | +| | | | reported within | | +| | | | 6 months of the | | +| | | | disputed | | +| | | | invoice. If | | +| | | | multiple | | +| | | | invoices are | | +| | | | impacted, the | | +| | | | oldest must be | | +| | | | within the6 | | +| | | | month period. | | +| | | | Custom | | +| | | | contracts may | | +| | | | extend the | | +| | | | dispute period | | +| | | | and must have | | +| | | | notes in ROME | | +| | | | stating the | | +| | | | revised dispute | | +| | | | period. | | +| | | | Examples - | | +| | | | Incorrect rate | | +| | | | plan | | +| | | | provisioned, | | +| | | | contractual fee | | +| | | | waivers, and so | | +| | | | on. | | +| | | | Efficiency: | | +| | | | Non-Contoso error | | +| | | | adjustments | | +| | | | based on an | | +| | | | unverifiable | | +| | | | customer claim, | | +| | | | customer misund | | +| | | | erstanding, | | +| | | | customer error, | | +| | | | or one-time goo | | +| | | | dwill.Adjustmen | | +| | | | ts that are the | | +| | | | result of an | | +| | | | Contoso error that | | +| | | | were not | | +| | | | reported within | | +| | | | 6 months of | | +| | | | when the issue | | +| | | | first started. | | +| | | | Examples - | | +| | | | Goodwill | | +| | | | adjustment, | | +| | | | prorated charge | | +| | | | adjustment due | | +| | | | to misunderstan | | +| | | | ding, Source: | | +| | | | Content: What I | | +| | | | Need to Know ¶ | | +| | | | Validate | | +| | | | eligibility | | +| | | | criteria before | | +| | | | submitting an | | +| | | | escalation.¶ ¶ | | +| | | | Device(s) | | +| | | | purchased | | +| | | | within the | | +| | | | promotion | | +| | | | period.At least | | +| | | | 3 billing | | +| | | | cycles passed | | +| | | | since the purch | | +| | | | ase.Account/CTN | | +| | | | in good | | +| | | | standingIf | | +| | | | DIRECTV/U-verse | | +| | | | TV Requirement: | | +| | | | BCSS does not | | +| | | | have visibility | | +| | | | to validate; | | +| | | | ask if they | | +| | | | have active or | | +| | | | new TV service. | | +| | | | If yes, | | +| | | | submit.¶ | | +| | | | Submitting the | | +| | | | Escalation ¶ | | +| | | | Submit an | | +| | | | escalation if:¶ | | +| | | | ¶ All | | +| | | | parameters met | | +| | | | but credits | | +| | | | haven't | | +| | | | started, and 3 | | +| | | | bills have prin | | +| | | | ted.Customer:¶ | | +| | | | Was placed on | | +| | | | an incorrect | | +| | | | Contoso Next | | +| | | | installment | | +| | | | plan (all other | | +| | | | parameters | | +| | | | met).Purchased | | +| | | | in the buyer's | | +| | | | remorse (BRE) | | +| | | | period before | | +| | | | start of | | +| | | | promotion (all | | +| | | | other | | +| | | | parameters | | +| | | | met).System | | +| | | | issues | | +| | | | prevented the | | +| | | | transaction | | +| | | | from occurring | | +| | | | in the | | +| | | | promotion time | | +| | | | frame.¶ Use | | +| | | | the Missing | | +| | | | Promotional | | +| | | | Credit option | | +| | | | within ICU Case | | +| | | | Builder in the | | +| | | | Link Center to | | +| | | | send all the | | +| | | | required | | +| | | | information to | | +| | | | your manager or | | +| | | | team lead.¶ | | +| | | | Use the backup | | +| | | | manager field | | +| | | | to send to the | | +| | | | email of the | | +| | | | team lead.¶ | | +| | | | Business | | +| | | | Promotion | | +| | | | Support Team | | +| | | | works to ensure | | +| | | | the credits | | +| | | | apply on the | | +| | | | following bill | | +| | | | cycle.¶ Set | | +| | | | Expectations ¶ | | +| | | | ¶ ¶ Request | | +| | | | will be | | +| | | | reviewed to | | +| | | | identify the | | +| | | | root cause of | | +| | | | the credit | | +| | | | issue.Requests | | +| | | | are submitted | | +| | | | in weekly | | +| | | | batches.Service | | +| | | | Level Agreement | | +| | | | (SLA) is 3-4 | | +| | | | weeks.Due to | | +| | | | the timing of | | +| | | | bills, credits | | +| | | | may appear on | | +| | | | the second bill | | +| | | | after | | +| | | | submission.¶ | | +| | | | Call Escalation | | +| | | | Paths ¶ ¶ ¶ | | +| | | | BMC Internal: | | +| | | | Contact your | | +| | | | team lead.All | | +| | | | other groups: | | +| | | | Escalate to | | +| | | | your manager | | +| | | | for further | | +| | | | routing.¶ ¶ | | +| | | | ¶ ¶ ¶ Source: | | +| | | | Content: Here's | | +| | | | How it Works | | +| | | | ACT Closing | | +| | | | Credits | | +| | | | Provide a | | +| | | | dollar amount | | +| | | | reduction to | | +| | | | the total line | | +| | | | of service | | +| | | | charges with a | | +| | | | qualified | | +| | | | activation. | | +| | | | CTN must be | | +| | | | activated | | +| | | | during the ACT | | +| | | | Envelope Credit | | +| | | | effective | | +| | | | dates. Customer | | +| | | | must wait 4 | | +| | | | billing cycles | | +| | | | for credits to | | +| | | | appear.  Only | | +| | | | a Direct Seller | | +| | | | may offer ACT. | | +| | | | Examples of ACT | | +| | | | Envelope | | +| | | | Credits | | +| | | | include: $50 | | +| | | | /$100/$150/$200 | | +| | | | credit with a | | +| | | | new Smartphone | | +| | | | activation. | | +| | | | $25/$50 credit | | +| | | | with a new | | +| | | | Feature Phone | | +| | | | activation. | | +| | | | After 4 billing | | +| | | | cycles, if | | +| | | | credits are not | | +| | | | applied follow | | +| | | | Contoso Closing | | +| | | | Tool (ACT) & | | +| | | | Retention | | +| | | | Closing Tool | | +| | | | (RCT) | | +| | | | Enhancements | | +| | | | ** Must be | | +| | | | requested by | | +| | | | Contoso Business | | +| | | | Sales when | | +| | | | supporting | | +| | | | Retail and only | | +| | | | requested when | | +| | | | the CSE is | | +| | | | involved in | | +| | | | closing a sale. | | +| | | | Equipment | | +| | | | Discounts | | +| | | | Contracted | | +| | | | equipment | | +| | | | discounts are | | +| | | | applied at the | | +| | | | point of sale | | +| | | | (for example, | | +| | | | BME or retail) | | +| | | | according to | | +| | | | each company's | | +| | | | profile | | +| | | | equipment | | +| | | | instructions | | +| | | | listed in FaST. | | +| | | | Only the point | | +| | | | of sale may | | +| | | | apply to this | | +| | | | type of | | +| | | | discount. | | +| | | | MRC Modifier | | +| | | | Credits | | +| | | | Provide a | | +| | | | dollar amount | | +| | | | to reduce from | | +| | | | a specific MRC | | +| | | | charge each | | +| | | | billing cycle. | | +| | | | Controlled by | | +| | | | Offer Elements | | +| | | | in ROME/FaST. | | +| | | | On the bill, | | +| | | | the credits | | +| | | | appear | | +| | | | immediately | | +| | | | following the | | +| | | | adjusted | | +| | | | charge. | | +| | | | Prorating rules | | +| | | | apply. | | +| | | | Customer must | | +| | | | be on a | | +| | | | qualifying FAN | | +| | | | and meet the | | +| | | | conditions of | | +| | | | the Offer | | +| | | | Element. CTN | | +| | | | must be active | | +| | | | in order to | | +| | | | receive the | | +| | | | credit. | | +| | | | National | | +| | | | Account Credits | | +| | | | Reduce the | | +| | | | total amount | | +| | | | due on an | | +| | | | account by a | | +| | | | set dollar | | +| | | | amount. If the | | +| | | | credit is | | +| | | | larger than the | | +| | | | amount due in a | | +| | | | given month, | | +| | | | the remaining | | +| | | | credit is | | +| | | | applied to the | | +| | | | next billing | | +| | | | cycle. It may | | +| | | | take up to 2 | | +| | | | billing cycles | | +| | | | to appear on | | +| | | | the billing | | +| | | | statement. | | +| | | | During the | | +| | | | Unification | | +| | | | process, | | +| | | | National | | +| | | | Account Credit | | +| | | | balances can | | +| | | | take up to 3 | | +| | | | billing cycles | | +| | | | to appear on | | +| | | | the billing | | +| | | | statement. | | +| | | | Complete a | | +| | | | Clarify case if | | +| | | | the following | | +| | | | apply: MRC | | +| | | | Modifier is on | | +| | | | the agreement | | +| | | | yet not | | +| | | | appearing on | | +| | | | the Foundation | | +| | | | Account Number | | +| | | | (FAN) Note: | | +| | | | MRC Modifiers | | +| | | | will not apply | | +| | | | if Rate Plans | | +| | | | were backdated | | +| | | | on the | | +| | | | account.  | | +| | | | National | | +| | | | Account | | +| | | | Discount (FAN | | +| | | | Discounts) | | +| | | | Processed by | | +| | | | applying the | | +| | | | contracted | | +| | | | service | | +| | | | discount | | +| | | | percent to | | +| | | | monthly | | +| | | | qualifying | | +| | | | charges | | +| | | | according to | | +| | | | the company's | | +| | | | chosen discount | | +| | | | distribution | | +| | | | method: End- | | +| | | | User Credit | | +| | | | Company Check | | +| | | | Consolidated | | +| | | | Invoice Credit | | +| | | | (CI) | | +| | | | Calculated on | | +| | | | the amount | | +| | | | remaining after | | +| | | | the MRC | | +| | | | Modifiers have | | +| | | | been | | +| | | | subtracted. | | +| | | | Discount only | | +| | | | applies to | | +| | | | future bill | | +| | | | cycles and | | +| | | | cannot be | | +| | | | backdated. | | +| | | | Telegence | | +| | | | applies | | +| | | | discounts to | | +| | | | qualifying | | +| | | | charges in | | +| | | | order from | | +| | | | highest charge | | +| | | | to lowest when | | +| | | | calculating | | +| | | | discounts. | | +| | | | Telegence-Based | | +| | | | Discounts | | +| | | | Provide a | | +| | | | dollar amount | | +| | | | to be reduced | | +| | | | from a specific | | +| | | | MRC charge each | | +| | | | billing cycle | | +| | | | and appear | | +| | | | immediately | | +| | | | following the | | +| | | | charge being | | +| | | | adjusted. | | +| | | | Examples of | | +| | | | Telegence-based | | +| | | | discounts | | +| | | | include, but | | +| | | | are not limited | | +| | | | to: AutoPay | | +| | | | discount | | +| | | | Mobile Select | | +| | | | discount | | +| | | | Troubleshooting | | +| | | | Resources Contoso | | +| | | | Closing Tool | | +| | | | (ACT) Credit | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | Equipment | | +| | | | Discount | | +| | | | Inquiry MRC | | +| | | | Modifier Credit | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | National | | +| | | | Account Credit | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | National | | +| | | | Account | | +| | | | Discount | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | Telegence-Based | | +| | | | Discount | | +| | | | Inquiries | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 34 | If Contoso | I don't | Content: | 1 | +| | doesn't | know. | upgrade | | +| | accept a | | eligibility is | | +| | specific | | reset and the | | +| | device once | | equipment is | | +| | it is | | refunded when | | +| | received, do | | the device is | | +| | they ship it | | received at the | | +| | back at no | | warehouse. | | +| | cost? | | Once received, | | +| | | | the equipment | | +| | | | refund is | | +| | | | processed to | | +| | | | the original | | +| | | | payment method | | +| | | | (taxes | | +| | | | included) | | +| | | | within 15 | | +| | | | business days: | | +| | | | This includes | | +| | | | any Contoso | | +| | | | installment | | +| | | | plan fees or | | +| | | | down payments. | | +| | | | It may take 1-2 | | +| | | | billing cycles | | +| | | | for the refund | | +| | | | to reflect on | | +| | | | the customer's | | +| | | | credit card | | +| | | | statement  | | +| | | | Credit card | | +| | | | refunds can be | | +| | | | processed for | | +| | | | up to six | | +| | | | months even if | | +| | | | the credit card | | +| | | | has been | | +| | | | cancelled. All | | +| | | | devices | | +| | | | (excluding DOA) | | +| | | | purchased | | +| | | | through Contoso | | +| | | | that are | | +| | | | returned during | | +| | | | the buyer's | | +| | | | remorse period | | +| | | | are charged a | | +| | | | restocking fee, | | +| | | | except in | | +| | | | states where | | +| | | | prohibited: | | +| | | | For updated | | +| | | | information on | | +| | | | fees, see | | +| | | | the Contoso | | +| | | | Mobility Return | | +| | | | Policy. | | +| | | | Accessories | | +| | | | priced at $100 | | +| | | | and over are | | +| | | | charged a | | +| | | | restocking fee | | +| | | | of 10% of the | | +| | | | sales price. | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to: | | +| | | | iPhone or iPad, | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return period | | +| | | | Devices | | +| | | | returned due to | | +| | | | a defect (DOA) | | +| | | | Determine the | | +| | | | Sales channel | | +| | | | where the | | +| | | | customer | | +| | | | activated servi | | +| | | | ce/purchased | | +| | | | equipment. Use | | +| | | | the Store | | +| | | | Locator to | | +| | | | determine the | | +| | | | type of retail | | +| | | | store.  Retail, | | +| | | | Authorized | | +| | | | Retail, | | +| | | | National | | +| | | | Dealer, | | +| | | | National | | +| | | | Retailer | | +| | | | customers | | +| | | | return | | +| | | | equipment at | | +| | | | their original | | +| | | | place of | | +| | | | purchase and | | +| | | | may be subject | | +| | | | to their | | +| | | | retailer’s | | +| | | | specific return | | +| | | | policies. For | | +| | | | orders to | | +| | | | determine the | | +| | | | Sales channel: | | +| | | | Find the YODA | | +| | | | Location ID in | | +| | | | Order Track, or | | +| | | | in the account | | +| | | | notes. Hover | | +| | | | over Order | | +| | | | Track and | | +| | | | select DF | | +| | | | Orders. Enter | | +| | | | the CTN and | | +| | | | click Search. | | +| | | | Use the Quick | | +| | | | Reference list | | +| | | | below or access | | +| | | | the YODA ID | | +| | | | Detail . Use | | +| | | | Ctrl+F to | | +| | | | search for the | | +| | | | YODA Location | | +| | | | ID. Quick | | +| | | | Reference V500 | | +| | | | = Mobility | | +| | | | Customer | | +| | | | Service/Sales | | +| | | | and Service | | +| | | | (MCC/MSS) Q100 | | +| | | | = Customer | | +| | | | Lifecycle | | +| | | | Management | | +| | | | (CLM) Q400 = | | +| | | | Virtual Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales) N043 = | | +| | | | Wired (Home | | +| | | | Solutions) | | +| | | | K004, K006, | | +| | | | K014, K016, | | +| | | | K034, and K036 | | +| | | | = Online Back | | +| | | | Office - | | +| | | | att.com Web | | +| | | | site/Consumer | | +| | | | Digital | | +| | | | Experience | | +| | | | V002 = National | | +| | | | Center for | | +| | | | Customers with | | +| | | | Disabilities | | +| | | | (NCCD) 0INS = | | +| | | | Insurance 0RLM | | +| | | | = Warranty | | +| | | | Service Center | | +| | | | (WSC) PDLR = | | +| | | | Authorized | | +| | | | Retail K008, | | +| | | | K022, KP01 = | | +| | | | Premier Support | | +| | | | - Premier Web | | +| | | | Site N081 = | | +| | | | SIG CSE (Contoso | | +| | | | Signature | | +| | | | Program | | +| | | | Customer | | +| | | | Service) N065, | | +| | | | N066, and N097 | | +| | | | = BCSS Channels | | +| | | | (BMC and BME) | | +| | | | Q011 and Q015 = | | +| | | | Business | | +| | | | Telesales | | +| | | | (Virtual Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales) and | | +| | | | Small Business) | | +| | | | N11 = National | | +| | | | Retail | | +| | | | Customer Return | | +| | | | Options | | +| | | | Channel Notes | | +| | | | Contoso Retail | | +| | | | Credit card | | +| | | | purchases have | | +| | | | the option of | | +| | | | returning the | | +| | | | device at an | | +| | | | Contoso Retail | | +| | | | location or via | | +| | | | the mail. | | +| | | | Check FaST to | | +| | | | verify the | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail. Only | | +| | | | those listed as | | +| | | | the following | | +| | | | may make | | +| | | | transaction | | +| | | | requests at an | | +| | | | Contoso Retail | | +| | | | store location: | | +| | | |   Contoso | | +| | | | Signature | | +| | | | Program or | | +| | | | Small Business | | +| | | | (non-FAN) - | | +| | | | Only account | | +| | | | holders or | | +| | | | retail | | +| | | | authorized | | +| | | | users (RAU) may | | +| | | | request | | +| | | | transactions. | | +| | | | CRUs FAN-only | | +| | | | telecom | | +| | | | managers | | +| | | | (TCMs), or | | +| | | | authorized | | +| | | | order placers | | +| | | | (AOPs) may | | +| | | | request | | +| | | | transactions: | | +| | | | A Retail | | +| | | | Authorized | | +| | | | Users (RAUs) is | | +| | | | an end-user or | | +| | | | contact known | | +| | | | by the business | | +| | | | who is | | +| | | | specifically | | +| | | | indicated on | | +| | | | the BAN as | | +| | | | authorized to | | +| | | | request | | +| | | | transactions at | | +| | | | an Contoso Retail | | +| | | | store. | | +| | | | Eligible | | +| | | | customers who | | +| | | | opt to return | | +| | | | equipment at an | | +| | | | Contoso Retail | | +| | | | store must do | | +| | | | so within 30 | | +| | | | days of the | | +| | | | purchase date | | +| | | | for CRU and 14 | | +| | | | days for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU. | | +| | | | Contoso Retail | | +| | | | stores do not | | +| | | | carry Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment: | | +| | | | If exchanging | | +| | | | an Contoso | | +| | | | Certified | | +| | | | Restored device | | +| | | | at an Contoso | | +| | | | Retail | | +| | | | location, the | | +| | | | customer has to | | +| | | | pay the | | +| | | | difference in | | +| | | | price for a new | | +| | | | model. Contoso | | +| | | | Retail | | +| | | | locations do | | +| | | | not carry Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment; | | +| | | | however, | | +| | | | eligible iPhone | | +| | | | devices that | | +| | | | are Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment and | | +| | | | meet the above | | +| | | | criteria can be | | +| | | | exchanged for | | +| | | | another stocked | | +| | | | device. The | | +| | | | customer is | | +| | | | responsible for | | +| | | | any price | | +| | | | difference | | +| | | | between the | | +| | | | Contoso Certified | | +| | | | Restored device | | +| | | | and the device | | +| | | | they select. | | +| | | | In the mail | | +| | | | Credit card | | +| | | | purchases have | | +| | | | the option of | | +| | | | returning the | | +| | | | device at an | | +| | | | Contoso Retail | | +| | | | location or via | | +| | | | the mail. | | +| | | | Return Bill to | | +| | | | Mobile/Bill | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ ¶ | | +| | | | Contract | | +| | | | PricingSet | | +| | | | preliminary | | +| | | | order | | +| | | | expectations.¶ | | +| | | | Remind the | | +| | | | customer of | | +| | | | their contract | | +| | | | renewal and | | +| | | | ETF.¶ | | +| | | | Smartphones and | | +| | | | netbooks - $325 | | +| | | | with a $10 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.Standard | | +| | | | devices - $150 | | +| | | | with a $4 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.¶ | | +| | | | Customers who | | +| | | | ordered a | | +| | | | device that did | | +| | | | require an | | +| | | | email address | | +| | | | for T&Cs | | +| | | | acceptance must | | +| | | | accept T&Cs | | +| | | | sent to their | | +| | | | email address | | +| | | | provided before | | +| | | | their device | | +| | | | ships.Advise | | +| | | | the customer to | | +| | | | follow the | | +| | | | instructions in | | +| | | | the Quick Start | | +| | | | Guide included | | +| | | | in the box to | | +| | | | activate their | | +| | | | new equipment.C | | +| | | | redit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OPUS - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with | | +| | | | Source: | | +| | | | Content: Is the | | +| | | | battery | | +| | | | missing? Is | | +| | | | watch unpaired? | | +| | | | Devices can't | | +| | | | be returned to | | +| | | | a customer. | | +| | | | Any customer | | +| | | | data left on | | +| | | | the device is | | +| | | | removed through | | +| | | | a stringent | | +| | | | multi-step | | +| | | | process. | | +| | | | They're | | +| | | | credited at the | | +| | | | BAN-level. | | +| | | | Devices | | +| | | | credited after | | +| | | | arrival and | | +| | | | processing at | | +| | | | Processing | | +| | | | Center. Contoso | | +| | | | wireless BAN | | +| | | | credits aren't | | +| | | | delayed while | | +| | | | awaiting full | | +| | | | order receipt. | | +| | | | Multiple Contoso | | +| | | | wireless BAN | | +| | | | credits on a | | +| | | | unique Quote ID | | +| | | | are possible. | | +| | | | They receive | | +| | | | messages | | +| | | | throughout the | | +| | | | transaction | | +| | | | explaining the | | +| | | | possibility of | | +| | | | multiple | | +| | | | credits per | | +| | | | Quote ID, and | | +| | | | also have | | +| | | | access to | | +| | | | device-level | | +| | | | status at all | | +| | | | times through | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In tool. | | +| | | | Credit appears | | +| | | | on their Contoso | | +| | | | wireless | | +| | | | account, | | +| | | | usually within | | +| | | | 2 billing | | +| | | | cycles. Source: | | +| | | | Content: Device | | +| | | | Troubleshooting | | +| | | | ¶ Before | | +| | | | attempting to | | +| | | | Exchange | | +| | | | Equipment, | | +| | | | determine why | | +| | | | the customer | | +| | | | would like to | | +| | | | return the | | +| | | | equipment. If | | +| | | | there is a | | +| | | | problem with | | +| | | | the equipment, | | +| | | | attempt to | | +| | | | resolve using | | +| | | | the | | +| | | | troubleshooting | | +| | | | pages below:¶ | | +| | | | Billing Issue | | +| | | | (BILog) and | | +| | | | Device Issue | | +| | | | (DI) Logs / | | +| | | | Software | | +| | | | UpdatesDevice | | +| | | | Troubleshooting | | +| | | | Policy - BCSS ¶ | | +| | | | ¶ Device | | +| | | | Eligibility | | +| | | | Use Order | | +| | | | Track, rather | | +| | | | than the | | +| | | | biller, to | | +| | | | determine the | | +| | | | number of days | | +| | | | since the | | +| | | | equipment was | | +| | | | shipped or | | +| | | | purchased in | | +| | | | store. ¶ This | | +| | | | is based on the | | +| | | | number of | | +| | | | calendar days. | | +| | | | DF Orders: Day | | +| | | | one is the | | +| | | | third day after | | +| | | | the device was | | +| | | | shipped. | | +| | | | Purchased at a | | +| | | | retail | | +| | | | location: Day | | +| | | | one is the day | | +| | | | after the | | +| | | | customer | | +| | | | purchased the | | +| | | | device. | | +| | | | Example: If the | | +| | | | customer | | +| | | | purchases the | | +| | | | device cash and | | +| | | | carry at 8:30 | | +| | | | p.m. on | | +| | | | September 24, | | +| | | | the next day is | | +| | | | considered day | | +| | | | one. The CRU | | +| | | | FAN customer | | +| | | | has until the | | +| | | | end of October | | +| | | | 24, while the | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customer would | | +| | | | have until the | | +| | | | end of October | | +| | | | 8 to return the | | +| | | | device in-store | | +| | | | or initiate a | | +| | | | return by | | +| | | | mail.See the | | +| | | | Contoso Mobility | | +| | | | Return Policy. | | +| | | | The eligibility | | +| | | | criteria below | | +| | | | may not reflect | | +| | | | the return | | +| | | | policies of | | +| | | | National | | +| | | | Retailers of | | +| | | | Contoso. ¶ ¶ | | +| | | | EligibleNot Eli | | +| | | | gibleEquipment | | +| | | | must be:¶ In | | +| | | | like-new | | +| | | | condition with | | +| | | | no physical or | | +| | | | liquid damage | | +| | | | (includes Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment from | | +| | | | wireless.att.co | | +| | | | m and direct- | | +| | | | fulfillment | | +| | | | orders)In the | | +| | | | original | | +| | | | packaging* | | +| | | | accompanied | | +| | | | with a receipt: | | +| | | | ¶ Original | | +| | | | packaging may | | +| | | | have the UPC | | +| | | | code cut from | | +| | | | the box for | | +| | | | rebate | | +| | | | purposes.If | | +| | | | only the | | +| | | | manufacturer's | | +| | | | box is absent, | | +| | | | all original | | +| | | | contents can be | | +| | | | returned in | | +| | | | another box.¶ | | +| | | | A device that | | +| | | | was an out-of- | | +| | | | box failure | | +| | | | (OBF)¶ One | | +| | | | equipment | | +| | | | exchange within | | +| | | | 30 days of | | +| | | | original order | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU. | | +| | | | Exceptions:¶ ¶ | | +| | | | Closeout | | +| | | | pricing device | | +| | | | that was out- | | +| | | | of-the box | | +| | | | failure or dead | | +| | | | on arrival | | +| | | | (DOA).Allow | | +| | | | customers with | | +| | | | a disability | | +| | | | multiple | | +| | | | exchanges to | | +| | | | ensure their | | +| | | | equipment | | +| | | | selection meets | | +| | | | their needs.If | | +| | | | the exchange | | +| | | | request is due | | +| | | | to a | | +| | | | manufacturer | | +| | | | defect within | | +| | | | the first 30 | | +| | | | days of | | +| | | | purchase for | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU, | | +| | | | multiple | | +| | | | exchanges are | | +| | | | allowed with | | +| | | | manager | | +| | | | approval and | | +| | | | notation on the | | +| | | | account.¶ ¶ | | +| | | | Equipment | | +| | | | that:¶ Has | | +| | | | physical or | | +| | | | liquid | | +| | | | damage.Is not | | +| | | | Contoso-branded.¶ | | +| | | | Gift and | | +| | | | Ringtone | | +| | | | cardsSIM | | +| | | | cardsIncomplete | | +| | | | device kits, | | +| | | | unless | | +| | | | delivered to | | +| | | | customer | | +| | | | incomplete | | +| | | | Equipment is | | +| | | | Lost or | | +| | | | StolenEquipment | | +| | | | received via | | +| | | | Mobile Insuranc | | +| | | | eEquipment sold | | +| | | | at the closeout | | +| | | | price* ¶ ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile | | +| | | | Insurance for | | +| | | | non-iPhone devi | | +| | | | ces.Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing¶ ¶ | | +| | | | *Closeout | | +| | | | Pricing Policy¶ | | +| | | | ¶ Equipment | | +| | | | sold at the | | +| | | | closeout price | | +| | | | is considered | | +| | | | final. | | +| | | | Customers | | +| | | | purchasing a | | +| | | | device sold at | | +| | | | closeout | | +| | | | pricing are not | | +| | | | eligible to | | +| | | | exchange for a | | +| | | | different | | +| | | | device except | | +| | | | dead on arrival | | +| | | | (DOA) or OBF. | | +| | | | Closeout | | +| | | | equipment can | | +| | | | be returned if | | +| | | | the service is | | +| | | | being | | +| | | | cancelled, for | | +| | | | new | | +| | | | activations, or | | +| | | | if an existing | | +| | | | customer wishes | | +| | | | to return to | | +| | | | their previous | | +| | | | or COAM | | +| | | | device.¶ | | +| | | | Exchange | | +| | | | Ineligible The | | +| | | | equipment is | | +| | | | outside the | | +| | | | return period | | +| | | | or Not Eligible | | +| | | | to return. | | +| | | | Provide these | | +| | | | options: ¶ | | +| | | | Check to see if | | +| | | | the device is | | +| | | | eligible for a | | +| | | | warranty | | +| | | | exchange. | | +| | | | Choose the | | +| | | | correct link | | +| | | | for your | | +| | | | group:¶ BCSS: | | +| | | | Device Warranty | | +| | | | Exchange | | +| | | | Process - | | +| | | | ATS/MTS RLM: | | +| | | | See the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | article for | | +| | | | your group. ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile Insu | | +| | | | rance.Purchase | | +| | | | a phone at no- | | +| | | | commitment | | +| | | | pricing.¶ | | +| | | | Exchange | | +| | | | Eligible For | | +| | | | Apple-related | | +| | | | issues from a | | +| | | | direct- | | +| | | | fulfillment | | +| | | | customer: ¶ | | +| | | | Ask the | | +| | | | customer if the | | +| | | | shrink wrap or | | +| | | | box is damaged. | | +| | | | ¶ If the | | +| | | | shrink wrap or | | +| | | | box is damaged, | | +| | | | the issue is | | +| | | | with shipping, | | +| | | | not the | | +| | | | manufacturer. | | +| | | | Advise the | | +| | | | customer to | | +| | | | contact the | | +| | | | shipping agent. | | +| | | | If the device | | +| | | | is dead-on- | | +| | | | arrival (DOA) | | +| | | | or otherwise | | +| | | | contains a | | +| | | | manufacturer's | | +| | | | defect, refer | | +| | | | the customer to | | +| | | | Apple Customer | | +| | | | Care. ¶ For | | +| | | | non-Apple | | +| | | | equipment | | +| | | | issues, proceed | | +| | | | with the | | +| | | | exchange | | +| | | | process. What | | +| | | | the Customer | | +| | | | Needs to Know: | | +| | | | ¶ ¶ Shipping | | +| | | | Expectations ¶ | | +| | | | ¶ | | +| | | | Standard/second | | +| | | | day ($9.95) | | +| | | | U.S. delivery P | | +| | | | riority/overnig | | +| | | | ht ($14.95) | | +| | | | U.S. delivery: | | +| | | | ¶ Orders | | +| | | | placed after 5 | | +| | | | p.m. ET ship | | +| | | | the following | | +| | | | day. If S&H | | +| | | | charge applies, | | +| | | | advise the | | +| | | | customer of the | | +| | | | fee.If you need | | +| | | | additional | | +| | | | details, review | | +| | | | Shipping Rules | | +| | | | and Guidelines | | +| | | | ¶ ¶ Device | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer is | | +| | | | being provided | | +| | | | a credit even | | +| | | | though they are | | +| | | | beyond the | | +| | | | return period, | | +| | | | have the | | +| | | | customer send | | +| | | | back the device | | +| | | | – refer to: | | +| | | | Return | | +| | | | Label/Status | | +| | | | process. If the | | +| | | | customer wants | | +| | | | to Cancel | | +| | | | service:  | | +| | | | The customer | | +| | | | may cancel; | | +| | | | however, they | | +| | | | will be charged | | +| | | | the full retail | | +| | | | price of the | | +| | | | equipment or an | | +| | | | Early | | +| | | | Termination Fee | | +| | | | since the | | +| | | | equipment is | | +| | | | not eligible | | +| | | | for return. | | +| | | | Refer to the | | +| | | | Service | | +| | | | Cancellation | | +| | | | section of the | | +| | | |  Contoso Mobility | | +| | | | Return Policy . | | +| | | | If the customer | | +| | | | is porting | | +| | | | their number | | +| | | | out to another | | +| | | | carrier, do not | | +| | | | cancel their | | +| | | | service. Refer | | +| | | | to LNP (Number | | +| | | | Transfer) Port- | | +| | | | Out - BCSS for | | +| | | | details.  | | +| | | | Follow standard | | +| | | | cancellation | | +| | | | procedures for | | +| | | | your group:  | | +| | | | BMC: | | +| | | | Cancellation, | | +| | | | Retention, and | | +| | | | Red Flag | | +| | | | Procedures | | +| | | | BME: | | +| | | | Cancellation of | | +| | | | a Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | Do not use a | | +| | | | buyer's remorse | | +| | | | reason code.  | | +| | | | The customer is | | +| | | | responsible for | | +| | | | all applicable | | +| | | | monthly | | +| | | | charges, | | +| | | | activation fee, | | +| | | | and ETFs. Back | | +| | | | to Top Return | | +| | | | Eligible | | +| | | | Determine if | | +| | | | the customer | | +| | | | wants to Cancel | | +| | | | Service or Keep | | +| | | | Service. If | | +| | | | the customer | | +| | | | wishes to | | +| | | | Cancel Service: | | +| | | | Make a save | | +| | | | attempt. | | +| | | | Select the | | +| | | | cancellation | | +| | | | policy for your | | +| | | | group: BMC: | | +| | | | Cancellation, | | +| | | | Retention, and | | +| | | | Red Flag | | +| | | | Procedures | | +| | | | BME: | | +| | | | Cancellation of | | +| | | | a Corporate | | +| | | | Responsibility | | +| | | | User (CRU)   | | +| | | | Transfer all | | +| | | | other customers | | +| | | | to BMC. If the | | +| | | | customer is | | +| | | | porting their | | +| | | | number out to | | +| | | | another | | +| | | | carrier, do not | | +| | | | cancel their | | +| | | | service. Refer | | +| | | | to LNP (Number | | +| | | | Transfer) Port- | | +| | | | Out - BCSS for | | +| | | | details. | | +| | | | Delete any | | +| | | | parked | | +| | | | information and | | +| | | | cancel service. | | +| | | | See Delete | | +| | | | Parked | | +| | | | Information - | | +| | | | OPUS - Business | | +| | | | . Cancel the | | +| | | | service in | | +| | | | Telegence for | | +| | | | Buyer's Remorse | | +| | | | (BRE). · | | +| | | | Effective Date | | +| | | | - today's date. | | +| | | | · The Penalty | | +| | | | Treatment | | +| | | | defaults to | | +| | | | Waive Penalty | | +| | | | checked (reason | | +| | | | CTFA - credit- | | +| | | | contract term | | +| | | | fee). | | +| | | | Telegence | | +| | | | automatically | | +| | | | waives the | | +| | | | following when | | +| | | | BRE is | | +| | | | selected: | | +| | | | Activation fee | | +| | | | (if within | | +| | | | three days) | | +| | | | ETF Prorated | | +| | | | MRC Note the | | +| | | | account. The | | +| | | | cancellation is | | +| | | | effective | | +| | | | today. Fees | | +| | | | and adjustments | | +| | | | (ETF, | | +| | | | activation fee, | | +| | | | MRC) details. | | +| | | | Save attempt | | +| | | | details, if | | +| | | | applicable. | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know: | | +| | | | Cancel Service | | +| | | | Keep Service | | +| | | | Active Include | | +| | | | the following | | +| | | | with the | | +| | | | return: | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging. | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | |  Returned | | +| | | | equipment | | +| | | | should have all | | +| | | | security codes, | | +| | | | passwords, and | | +| | | | security locks | | +| | | | removed by the | | +| | | | customer. | | +| | | |  Customers must | | +| | | | remove Find My | | +| | | | iPhone | | +| | | | Activation Lock | | +| | | | from an iOS | | +| | | | device before | | +| | | | service, | | +| | | | return, or | | +| | | | exchange: To | | +| | | | assist a | | +| | | | customer with | | +| | | | disabling Find | | +| | | | My iPhone, | | +| | | | refer to How do | | +| | | | I turn off Find | | +| | | | My iPhone | | +| | | | remotely in | | +| | | | iCloud. | | +| | | | Service can be | | +| | | | resumed within | | +| | | | 59 days: | | +| | | | Contoso cannot | | +| | | | guarantee their | | +| | | | number(s) will | | +| | | | be available | | +| | | | upon | | +| | | | reinstatement. | | +| | | | If service is | | +| | | | reinstated to | | +| | | | active within | | +| | | | 59 days, the | | +| | | | Rollover | | +| | | | Minutes are | | +| | | | retained. | | +| | | | The | | +| | | | cancellation is | | +| | | | effective | | +| | | | today. The ETF | | +| | | | is waived. | | +| | | | Refund the | | +| | | | equipment | | +| | | | upgrade fee if | | +| | | | equipment is | | +| | | | returned within | | +| | | | three days of | | +| | | | the purchase | | +| | | | date. The | | +| | | | activation fee | | +| | | | is waived if | | +| | | | cancelled | | +| | | | within three | | +| | | | days, excluding | | +| | | | weekends. The | | +| | | | customer is | | +| | | | responsible for | | +| | | | all usage | | +| | | | charges | | +| | | | associated with | | +| | | | the line being | | +| | | | cancelled, up | | +| | | | to the date of | | +| | | | cancellation: | | +| | | | The customer | | +| | | | receives a | | +| | | | final prorated | | +| | | | invoice. | | +| | | | For information | | +| | | | about deposit | | +| | | | refunds, see | | +| | | | the Payment | | +| | | | Research and | | +| | | | Refunds | | +| | | | Decision Flow. | | +| | | | Include the | | +| | | | following with | | +| | | | the return: | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | | Returned | | +| | | | equipment | | +| | | | should have all | | +| | | | security codes, | | +| | | | passwords, and | | +| | | | security locks | | +| | | | removed by the | | +| | | | customer. | | +| | | | Customers must | | +| | | | remove Find My | | +| | | | iPhone | | +| | | | Activation Lock | | +| | | | from an iOS | | +| | | | device before | | +| | | | service, | | +| | | | return, or | | +| | | | exchange: To | | +| | | | assist a | | +| | | | customer with | | +| | | | disabling Find | | +| | | | My iPhone, | | +| | | | refer to How do | | +| | | | I turn off Find | | +| | | | My iPhone | | +| | | | remotely in | | +| | | | iCloud. Contoso | | +| | | | cannot accept | | +| | | | an iOS device | | +| | | | marked as lost | | +| | | | for service or | | +| | | | exchange under | | +| | | | any | | +| | | | circumstances. | | +| | | | Device and all | | +| | | | components | | +| | | | (manual, | | +| | | | battery, | | +| | | | software, and | | +| | | | charger). The | | +| | | | customer does | | +| | | | not need to | | +| | | | return the SIM | | +| | | | to be eligible | | +| | | | for the refund. | | +| | | | The customer is | | +| | | | responsible for | | +| | | | all usage | | +| | | | charges | | +| | | | associated with | | +| | | | the line being | | +| | | | returned. | | +| | | | Refund the | | +| | | | equipment | | +| | | | upgrade fee if | | +| | | | equipment is | | +| | | | returned within | | +| | | | three days of | | +| | | | the purchase | | +| | | | date.  For | | +| | | | upgrade | | +| | | | returns, | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 35 | Must | I don't | Content: | 1 | +| | customers | know. Can | Equipment | | +| | include a | you provide | Payment Options | | +| | packing slip | more context | - BCSS . Always | | +| | when they | or | ship the | | +| | ship? | information | equipment to | | +| | | about what | the billing | | +| | | you are | address.¶ If | | +| | | referring | the customer | | +| | | to? | requests | | +| | | | another | | +| | | | address, follow | | +| | | | the rules as | | +| | | | shown in the | | +| | | | Shipping | | +| | | | Equipment to an | | +| | | | Alternate | | +| | | | Shipping | | +| | | | address section | | +| | | | of Shipping | | +| | | | Rules and | | +| | | | Guidelines. ¶ | | +| | | | If OPUS returns | | +| | | | a 7-10 day | | +| | | | shipping SLA, | | +| | | | the device is | | +| | | | on back order. | | +| | | | Provide the | | +| | | | customer with | | +| | | | the following | | +| | | | options:¶ | | +| | | | Select a | | +| | | | different | | +| | | | handset.Refer | | +| | | | to alternative | | +| | | | sales channel | | +| | | | that might have | | +| | | | the device in | | +| | | | stock. If you | | +| | | | refer to a | | +| | | | retail store, | | +| | | | provide the | | +| | | | hours of | | +| | | | operation and | | +| | | | check FaST to | | +| | | | make sure the | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail.Complete | | +| | | | the order. | | +| | | | There is no way | | +| | | | to provide an | | +| | | | estimated date | | +| | | | on when the | | +| | | | device will be | | +| | | | back in stock.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | email address | | +| | | | at the checkout | | +| | | | screen, so the | | +| | | | customer | | +| | | | receives order | | +| | | | details | | +| | | | (including | | +| | | | quantity) and | | +| | | | shipping/back- | | +| | | | order | | +| | | | status.Provide | | +| | | | the customer | | +| | | | with the last | | +| | | | five or six | | +| | | | digits of the | | +| | | | order number | | +| | | | after the | | +| | | | O.Close the | | +| | | | call and leave | | +| | | | the following | | +| | | | required note | | +| | | | in Clarify: | | +| | | | Unable to | | +| | | | complete | | +| | | | standard | | +| | | | upgrade due to | | +| | | | conflicts. | | +| | | | Equipment was | | +| | | | ordered through | | +| | | | Product Only | | +| | | | Flow after | | +| | | | using the | | +| | | | Upgrade | | +| | | | Exception | | +| | | | button and redo | | +| | | | attempt failed | | +| | | | to resolve | | +| | | | conflict error. | | +| | | | ¶ Set Upgrade | | +| | | | Expectations¶ | | +| | | | Inform the | | +| | | | customer of the | | +| | | | shipping | | +| | | | carrier and | | +| | | | fee.Provide the | | +| | | | shipping cost:¶ | | +| | | | Due to reasons | | +| | | | beyond our | | +| | | | control, there | | +| | | | are times that | | +| | | | shipping is | | +| | | | delayed. The | | +| | | | daily shipping | | +| | | | window for next | | +| | | | day delivery is | | +| | | | by, or before, | | +| | | | 4:00 p.m. ET. | | +| | | | Any order | | +| | | | placed | | +| | | | after4:00 p.m. | | +| | | | ET rolls to the | | +| | | | next business | | +| | | | day.¶ Standard | | +| | | | delivery: | | +| | | | $9.95, waived | | +| | | | for all CRU | | +| | | | customers with | | +| | | | a FANPriority | | +| | | | delivery: | | +| | | | $14.95, unless | | +| | | | FAN | | +| | | | specifically | | +| | | | waives this | | +| | | | charge¶ Advise | | +| | | | customer they | | +| | | | will:¶ Receive | | +| | | | an order | | +| | | | confirmation | | +| | | | email.Receive a | | +| | | | shipping | | +| | | | confirmation | | +| | | | email that | | +| | | | includes the | | +| | | | shipping | | +| | | | tracking | | +| | | | number.Can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus.Sta | | +| | | | tus for orders | | +| | | | placed in the | | +| | | | last 24 hours | | +| | | | may not be | | +| | | | available.¶ | | +| | | | Recap and | | +| | | | confirm the ord | | +| | | | er/transaction | | +| | | | details.¶ | | +| | | | Locate the | | +| | | | expectations | | +| | | | for all of the | | +| | | | transactions | | +| | | | completed and | | +| | | | communicate | | +| | | | them to the | | +| | | | customer.¶ ¶ | | +| | | | ¶ Contoso Next ¶ | | +| | | | Post Order | | +| | | | Communications | | +| | | | provide: ¶ | | +| | | | T&Cs email | | +| | | | acceptance for | | +| | | | Contoso Next | | +| | | | wireless orders | | +| | | | is required for | | +| | | | all upgrades | | +| | | | and is received | | +| | | | within two | | +| | | | hours | | +| | | | (typically | | +| | | | within minutes) | | +| | | | of order comple | | +| | | | tions.Customer | | +| | | | is sent a link | | +| | | | with the T&Cs. | | +| | | | Customer | | +| | | | Service, | | +| | | | including | | +| | | | managers: Do | | +| | | | not accept the | | +| | | | T&Cs for the | | +| | | | customer. | | +| | | | Multi-line | | +| | | | orders require | | +| | | | T&Cs to be | | +| | | | accepted at the | | +| | | | order level. | | +| | | | Declining the | | +| | | | T&Cs cancels | | +| | | | the entire | | +| | | | order. | | +| | | | Customers have | | +| | | | a return period | | +| | | | for any device | | +| | | | they decide not | | +| | | | to keep. During | | +| | | | order | | +| | | | placement, | | +| | | | customers | | +| | | | provide an | | +| | | | email address.¶ | | +| | | | Customers | | +| | | | without an | | +| | | | email address | | +| | | | should visit a | | +| | | | retail | | +| | | | location.You | | +| | | | may use a dummy | | +| | | | email, but the | | +| | | | customer must | | +| | | | go to | | +| | | | att.com/TnCCRU | | +| | | | to accept T&Cs | | +| | | | and does not | | +| | | | receive the | | +| | | | email with | | +| | | | directions.This | | +| | | | email address | | +| | | | is used for | | +| | | | T&Cs acceptance | | +| | | | and order | | +| | | | status emails, | | +| | | | but is not kept | | +| | | | on file for any | | +| | | | other purpose. | | +| | | | The customer | | +| | | | provides the | | +| | | | following | | +| | | | information: ¶ | | +| | | | Shipping or | | +| | | | Billing ZIP | | +| | | | code.Cellular | | +| | | | telephone | | +| | | | number (CTN). | | +| | | | URL passphrase | | +| | | | only appears | | +| | | | when the | | +| | | | customer enters | | +| | | | incorrect | | +| | | | information 20+ | | +| | | | times.¶ ¶ ¶ | | +| | | | The shipping | | +| | | | confirmation | | +| | | | email includes | | +| | | | the shipping | | +| | | | tracking | | +| | | | number.¶ | | +| | | | Promote Self- | | +| | | | Service¶ | | +| | | | Customers can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus. | | +| | | | ◦Status for | | +| | | | orders placed | | +| | | | in the last 24 | | +| | | | hours may not | | +| | | | be available.En | | +| | | | tering the | | +| | | | customer's | | +| | | | email address | | +| | | | (checkout | | +| | | | screen) sends | | +| | | | the customer | | +| | | | order | | +| | | | notification | | +| | | | that the device | | +| | | | has | | +| | | | shipped.Refer | | +| | | | the customer to | | +| | | | www.att.com/dev | | +| | | | icehowto for | | +| | | | device | | +| | | | support.¶ Post | | +| | | | Call | | +| | | | Notification¶ | | +| | | | Send a PCN as | | +| | | | outlined in | | +| | | | your groups PCN | | +| | | | policy.¶ | | +| | | | Device | | +| | | | Expectations¶ | | +| | | | The order does | | +| | | | not ship until | | +| | | | online T&Cs are | | +| | | | accepted by the | | +| | | | customer.Shared | | +| | | | Upgrades | | +| | | | sometimes | | +| | | | require a visit | | +| | | | to an Contoso | | +| | | | Retail store or | | +| | | | a call to | | +| | | | Customer | | +| | | | Service to | | +| | | | activate the | | +| | | | device on the | | +| | | | correct | | +| | | | CTN.This occurs | | +| | | | when rep | | +| | | | performs a | | +| | | | "manual cross- | | +| | | | upgrade" rather | | +| | | | than using the | | +| | | | correct | | +| | | | flow.Refer the | | +| | | | customer to the | | +| | | | Copy Contact | | +| | | | Wizard (att.com | | +| | | | /learningcenter | | +| | | | /copy- | | +| | | | contacts.do) | | +| | | | and Device | | +| | | | Support (www.at | | +| | | | t.com/devicesup | | +| | | | port) for | | +| | | | instructions on | | +| | | | transferring | | +| | | | contacts | | +| | | | between | | +| | | | devices.Offer | | +| | | | Contoso Protect | | +| | | | Advantage - | | +| | | | BCSS and Device | | +| | | | Protection | | +| | | | during an | | +| | | | upgrade if the | | +| | | | customer is not | | +| | | | enrolled.¶ | | +| | | | Source: | | +| | | | Content: US - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with the | | +| | | | Oracle Customer | | +| | | | Number:¶ | | +| | | | Ensure the | | +| | | | Oracle Customer | | +| | | | Number | | +| | | | (formerly | | +| | | | Compass ID) is | | +| | | | correct by | | +| | | | validating it | | +| | | | in FaST.Remove | | +| | | | the Oracle | | +| | | | Customer Number | | +| | | | that starts | | +| | | | with a K and | | +| | | | continue with | | +| | | | the order. ¶ | | +| | | | Equipment | | +| | | | Payment Options | | +| | | | - BCSS . Always | | +| | | | ship the | | +| | | | equipment to | | +| | | | the billing | | +| | | | address.¶ If | | +| | | | the customer | | +| | | | requests | | +| | | | another | | +| | | | address, follow | | +| | | | the rules as | | +| | | | shown in the | | +| | | | Shipping | | +| | | | Equipment to an | | +| | | | Alternate | | +| | | | Shipping | | +| | | | address section | | +| | | | of Shipping | | +| | | | Rules and | | +| | | | Guidelines. ¶ | | +| | | | If OPUS returns | | +| | | | a 7-10 day | | +| | | | shipping SLA, | | +| | | | the device is | | +| | | | on back order. | | +| | | | Provide the | | +| | | | customer with | | +| | | | the following | | +| | | | options:¶ | | +| | | | Select a | | +| | | | different | | +| | | | handset.Refer | | +| | | | to alternative | | +| | | | sales channel | | +| | | | that might have | | +| | | | the device in | | +| | | | stock. If you | | +| | | | refer to a | | +| | | | retail store, | | +| | | | provide the | | +| | | | hours of | | +| | | | operation and | | +| | | | check FaST to | | +| | | | make sure the | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail.Complete | | +| | | | the order. | | +| | | | There is no way | | +| | | | to provide an | | +| | | | estimated date | | +| | | | on when the | | +| | | | device will be | | +| | | | back in stock.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | email address | | +| | | | at the checkout | | +| | | | screen, so the | | +| | | | customer | | +| | | | receives order | | +| | | | details | | +| | | | (including | | +| | | | quantity) and | | +| | | | shipping/back- | | +| | | | order | | +| | | | status.Provide | | +| | | | the customer | | +| | | | with the last | | +| | | | five or six | | +| | | | digits of the | | +| | | | order number | | +| | | | after the | | +| | | | O.Close the | | +| | | | call and leave | | +| | | | the following | | +| | | | required note | | +| | | | in Clarify: | | +| | | | Unable to | | +| | | | complete | | +| | | | standard | | +| | | | upgrade due to | | +| | | | conflicts. | | +| | | | Equipment was | | +| | | | ordered through | | +| | | | Product Only | | +| | | | Flow after | | +| | | | using the | | +| | | | Upgrade | | +| | | | Exception | | +| | | | button and redo | | +| | | | attempt failed | | +| | | | to resolve | | +| | | | conflict error. | | +| | | | ¶ Set Upgrade | | +| | | | Expectations¶ | | +| | | | Inform the | | +| | | | customer of the | | +| | | | shipping | | +| | | | carrier and | | +| | | | fee.Provide the | | +| | | | shipping cost:¶ | | +| | | | Due to reasons | | +| | | | beyond our | | +| | | | control, there | | +| | | | are times that | | +| | | | shipping is | | +| | | | delayed. The | | +| | | | daily shipping | | +| | | | window for next | | +| | | | day delivery is | | +| | | | by, or before, | | +| | | | 4:00 p.m. ET. | | +| | | | Any order | | +| | | | placed | | +| | | | after4:00 p.m. | | +| | | | ET rolls to the | | +| | | | next business | | +| | | | day.¶ Standard | | +| | | | delivery: | | +| | | | $9.95, waived | | +| | | | for all CRU | | +| | | | customers with | | +| | | | a FANPriority | | +| | | | delivery: | | +| | | | $14.95, unless | | +| | | | FAN | | +| | | | specifically | | +| | | | waives this | | +| | | | charge¶ Advise | | +| | | | customer they | | +| | | | will:¶ Receive | | +| | | | an order | | +| | | | confirmation | | +| | | | email.Receive a | | +| | | | shipping | | +| | | | confirmation | | +| | | | email that | | +| | | | includes the | | +| | | | shipping | | +| | | | tracking | | +| | | | number.Can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus.Sta | | +| | | | tus for orders | | +| | | | placed in the | | +| | | | last 24 hours | | +| | | | may not be | | +| | | | available.¶ | | +| | | | Recap and | | +| | | | confirm the ord | | +| | | | er/transaction | | +| | | | details.¶ | | +| | | | Locate the | | +| | | | expectations | | +| | | | for all of the | | +| | | | transactions | | +| | | | completed and | | +| | | | communicate | | +| | | | them to the | | +| | | | customer.¶ ¶ | | +| | | | ¶ Promote | | +| | | | Self-Service¶ | | +| | | | Customers can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus.¶ | | +| | | | Status for | | +| | | | orders placed | | +| | | | in the last 24 | | +| | | | hours may not | | +| | | | be available.¶ | | +| | | | Entering the | | +| | | | customer's | | +| | | | email address | | +| | | | (checkout | | +| | | | screen) sends | | +| | | | the customer | | +| | | | order | | +| | | | notification | | +| | | | that the device | | +| | | | has | | +| | | | shipped.Refer | | +| | | | the customer to | | +| | | | www.att.com/dev | | +| | | | icehowto for | | +| | | | device | | +| | | | support.¶ Post | | +| | | | Call | | +| | | | Notification¶ | | +| | | | Send a PCN as | | +| | | | outlined in | | +| | | | your groups PCN | | +| | | | policy.¶ | | +| | | | Device | | +| | | | Expectations¶ | | +| | | | The order does | | +| | | | not ship until | | +| | | | online T&Cs are | | +| | | | accepted by the | | +| | | | customer.Shared | | +| | | | Upgrades | | +| | | | sometimes | | +| | | | require a visit | | +| | | | to an Contoso | | +| | | | Retail store or | | +| | | | a call to | | +| | | | Customer | | +| | | | Service to | | +| | | | activate the | | +| | | | device on the | | +| | | | correct CTN. | | +| | | | This occurs | | +| | | | when rep | | +| | | | performs a | | +| | | | "manual cross- | | +| | | | upgrade" rather | | +| | | | than using the | | +| | | | correct | | +| | | | flow.Refer the | | +| | | | customer to the | | +| | | | Copy Contact | | +| | | | Wizard (att.com | | +| | | | /learningcenter | | +| | | | /copy- | | +| | | | contacts.do) | | +| | | | and Device | | +| | | | Support (www.at | | +| | | | t.com/devicesup | | +| | | | port) for | | +| | | | instructions on | | +| | | | transferring | | +| | | | contacts | | +| | | | between | | +| | | | devices.Offer | | +| | | | Contoso Protect | | +| | | | Advantage and | | +| | | | Device | | +| | | | Protection | | +| | | | during an | | +| | | | upgrade if the | | +| | | | customer is not | | +| | | | enrolled.¶ If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade Source: | | +| | | | Content: | | +| | | | formerly | | +| | | | Compass ID) is | | +| | | | correct by | | +| | | | validating it | | +| | | | in FaST.Remove | | +| | | | the Oracle | | +| | | | Customer Number | | +| | | | that starts | | +| | | | with a K and | | +| | | | continue with | | +| | | | the order. ¶ | | +| | | | Equipment | | +| | | | Payment Options | | +| | | | - BCSS . Always | | +| | | | ship the | | +| | | | equipment to | | +| | | | the billing | | +| | | | address.¶ If | | +| | | | the customer | | +| | | | requests | | +| | | | another | | +| | | | address, follow | | +| | | | the rules as | | +| | | | shown in the | | +| | | | Shipping | | +| | | | Equipment to an | | +| | | | Alternate | | +| | | | Shipping | | +| | | | address section | | +| | | | of Shipping | | +| | | | Rules and | | +| | | | Guidelines. ¶ | | +| | | | If OPUS returns | | +| | | | a 7-10 day | | +| | | | shipping SLA, | | +| | | | the device is | | +| | | | on back order. | | +| | | | Provide the | | +| | | | customer with | | +| | | | the following | | +| | | | options:¶ | | +| | | | Select a | | +| | | | different | | +| | | | handset.Refer | | +| | | | to alternative | | +| | | | sales channel | | +| | | | that might have | | +| | | | the device in | | +| | | | stock. If you | | +| | | | refer to a | | +| | | | retail store, | | +| | | | provide the | | +| | | | hours of | | +| | | | operation and | | +| | | | check FaST to | | +| | | | make sure the | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail.Complete | | +| | | | the order. | | +| | | | There is no way | | +| | | | to provide an | | +| | | | estimated date | | +| | | | on when the | | +| | | | device will be | | +| | | | back in stock.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | email address | | +| | | | at the checkout | | +| | | | screen, so the | | +| | | | customer | | +| | | | receives order | | +| | | | details | | +| | | | (including | | +| | | | quantity) and | | +| | | | shipping/back- | | +| | | | order | | +| | | | status.Provide | | +| | | | the customer | | +| | | | with the last | | +| | | | five or six | | +| | | | digits of the | | +| | | | order number | | +| | | | after the | | +| | | | O.Close the | | +| | | | call and leave | | +| | | | the following | | +| | | | required note | | +| | | | in Clarify: | | +| | | | Unable to | | +| | | | complete | | +| | | | standard | | +| | | | upgrade due to | | +| | | | conflicts. | | +| | | | Equipment was | | +| | | | ordered through | | +| | | | Product Only | | +| | | | Flow after | | +| | | | using the | | +| | | | Upgrade | | +| | | | Exception | | +| | | | button and redo | | +| | | | attempt failed | | +| | | | to resolve | | +| | | | conflict error. | | +| | | | ¶ Set Upgrade | | +| | | | Expectations¶ | | +| | | | Inform the | | +| | | | customer of the | | +| | | | shipping | | +| | | | carrier and | | +| | | | fee.Provide the | | +| | | | shipping cost:¶ | | +| | | | Due to reasons | | +| | | | beyond our | | +| | | | control, there | | +| | | | are times that | | +| | | | shipping is | | +| | | | delayed. The | | +| | | | daily shipping | | +| | | | window for next | | +| | | | day delivery is | | +| | | | by, or before, | | +| | | | 4:00 p.m. ET. | | +| | | | Any order | | +| | | | placed | | +| | | | after4:00 p.m. | | +| | | | ET rolls to the | | +| | | | next business | | +| | | | day.¶ Standard | | +| | | | delivery: | | +| | | | $9.95, waived | | +| | | | for all CRU | | +| | | | customers with | | +| | | | a FANPriority | | +| | | | delivery: | | +| | | | $14.95, unless | | +| | | | FAN | | +| | | | specifically | | +| | | | waives this | | +| | | | charge¶ Advise | | +| | | | customer they | | +| | | | will:¶ Receive | | +| | | | an order | | +| | | | confirmation | | +| | | | email.Receive a | | +| | | | shipping | | +| | | | confirmation | | +| | | | email that | | +| | | | includes the | | +| | | | shipping | | +| | | | tracking | | +| | | | number.Can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus.Sta | | +| | | | tus for orders | | +| | | | placed in the | | +| | | | last 24 hours | | +| | | | may not be | | +| | | | available.¶ | | +| | | | Recap and | | +| | | | confirm the ord | | +| | | | er/transaction | | +| | | | details.¶ | | +| | | | Locate the | | +| | | | expectations | | +| | | | for all of the | | +| | | | transactions | | +| | | | completed and | | +| | | | communicate | | +| | | | them to the | | +| | | | customer.¶ ¶ | | +| | | | ¶ Contoso Next ¶ | | +| | | | Post Order | | +| | | | Communications | | +| | | | provide: ¶ | | +| | | | T&Cs email | | +| | | | acceptance for | | +| | | | Contoso Next | | +| | | | wireless orders | | +| | | | is required for | | +| | | | all upgrades | | +| | | | and is received | | +| | | | within two | | +| | | | hours | | +| | | | (typically | | +| | | | within minutes) | | +| | | | of order comple | | +| | | | tions.Customer | | +| | | | is sent a link | | +| | | | with the T&Cs. | | +| | | | Customer | | +| | | | Service, | | +| | | | including | | +| | | | managers: Do | | +| | | | not accept the | | +| | | | T&Cs for the | | +| | | | customer. | | +| | | | Multi-line | | +| | | | orders require | | +| | | | T&Cs to be | | +| | | | accepted at the | | +| | | | order level. | | +| | | | Declining the | | +| | | | T&Cs cancels | | +| | | | the entire | | +| | | | order. | | +| | | | Customers have | | +| | | | a return period | | +| | | | for any device | | +| | | | they decide not | | +| | | | to keep. During | | +| | | | order | | +| | | | placement, | | +| | | | customers | | +| | | | provide an | | +| | | | email address.¶ | | +| | | | Customers | | +| | | | without an | | +| | | | email address | | +| | | | should visit a | | +| | | | retail | | +| | | | location.You | | +| | | | may use a dummy | | +| | | | email, but the | | +| | | | customer must | | +| | | | go to | | +| | | | att.com/TnCCRU | | +| | | | to accept T&Cs | | +| | | | and does not | | +| | | | receive the | | +| | | | email with | | +| | | | directions.This | | +| | | | email address | | +| | | | is used for | | +| | | | T&Cs acceptance | | +| | | | and order | | +| | | | status emails, | | +| | | | but is not kept | | +| | | | on file for any | | +| | | | other purpose. | | +| | | | The customer | | +| | | | provides the | | +| | | | following | | +| | | | information: ¶ | | +| | | | Shipping or | | +| | | | Billing ZIP | | +| | | | code.Cellular | | +| | | | telephone | | +| | | | number (CTN). | | +| | | | URL passphrase | | +| | | | only appears | | +| | | | when the | | +| | | | customer enters | | +| | | | incorrect | | +| | | | information 20+ | | +| | | | times.¶ ¶ ¶ | | +| | | | The shipping | | +| | | | confirmation | | +| | | | email includes | | +| | | | the shipping | | +| | | | tracking | | +| | | | number.¶ | | +| | | | Promote Self- | | +| | | | Service¶ | | +| | | | Customers can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus. | | +| | | | ◦Status for | | +| | | | orders placed | | +| | | | in the last 24 | | +| | | | hours may not | | +| | | | be available.En | | +| | | | tering the | | +| | | | customer's | | +| | | | email address | | +| | | | (checkout | | +| | | | screen) sends | | +| | | | the customer | | +| | | | order | | +| | | | notification | | +| | | | that the device | | +| | | | has | | +| | | | shipped.Refer | | +| | | | the customer to | | +| | | | www.att.com/dev | | +| | | | icehowto for | | +| | | | device | | +| | | | support.¶ Post | | +| | | | Call | | +| | | | Notification¶ | | +| | | | Send a PCN as | | +| | | | outlined in | | +| | | | your groups PCN | | +| | | | policy.¶ | | +| | | | Device | | +| | | | Expectations¶ | | +| | | | The order does | | +| | | | not ship until | | +| | | | online T&Cs are | | +| | | | accepted by the | | +| | | | customer.Shared | | +| | | | Upgrades | | +| | | | sometimes | | +| | | | require a visit | | +| | | | to an Contoso | | +| | | | Retail store or | | +| | | | a call to | | +| | | | Customer | | +| | | | Service to | | +| | | | activate the | | +| | | | device on the | | +| | | | correct | | +| | | | CTN.This occurs | | +| | | | when rep | | +| | | | performs a | | +| | | | "manual cross- | | +| | | | upgrade" rather | | +| | | | than using the | | +| | | | correct | | +| | | | flow.Refer the | | +| | | | customer to the | | +| | | | Copy Contact | | +| | | | Wizard (att.com | | +| | | | /learningcenter | | +| | | | /copy- | | +| | | | contacts.do) | | +| | | | and Device | | +| | | | Support (www.at | | +| | | | t.com/devicesup | | +| | | | port) for | | +| | | | Source: | | +| | | | Content: | | +| | | | expectations.¶ | | +| | | | Credit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OPUS - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with the | | +| | | | Oracle Customer | | +| | | | Number:¶ | | +| | | | Ensure the | | +| | | | Oracle Customer | | +| | | | Number | | +| | | | (formerly | | +| | | | Compass ID) is | | +| | | | correct by | | +| | | | validating it | | +| | | | in FaST.Remove | | +| | | | the Oracle | | +| | | | Customer Number | | +| | | | that starts | | +| | | | with a K and | | +| | | | continue with | | +| | | | the order. ¶ | | +| | | | Equipment | | +| | | | Payment Options | | +| | | | - BCSS . Always | | +| | | | ship the | | +| | | | equipment to | | +| | | | the billing | | +| | | | address.¶ If | | +| | | | the customer | | +| | | | requests | | +| | | | another | | +| | | | address, follow | | +| | | | the rules as | | +| | | | shown in the | | +| | | | Shipping | | +| | | | Equipment to an | | +| | | | Alternate | | +| | | | Shipping | | +| | | | address section | | +| | | | of Shipping | | +| | | | Rules and | | +| | | | Guidelines. ¶ | | +| | | | If OPUS returns | | +| | | | a 7-10 day | | +| | | | shipping SLA, | | +| | | | the device is | | +| | | | on back order. | | +| | | | Provide the | | +| | | | customer with | | +| | | | the following | | +| | | | options:¶ | | +| | | | Select a | | +| | | | different | | +| | | | handset.Refer | | +| | | | to alternative | | +| | | | sales channel | | +| | | | that might have | | +| | | | the device in | | +| | | | stock. If you | | +| | | | refer to a | | +| | | | retail store, | | +| | | | provide the | | +| | | | hours of | | +| | | | operation and | | +| | | | check FaST to | | +| | | | make sure the | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail.Complete | | +| | | | the order. | | +| | | | There is no way | | +| | | | to provide an | | +| | | | estimated date | | +| | | | on when the | | +| | | | device will be | | +| | | | back in stock.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | email address | | +| | | | at the checkout | | +| | | | screen, so the | | +| | | | customer | | +| | | | receives order | | +| | | | details | | +| | | | (including | | +| | | | quantity) and | | +| | | | shipping/back- | | +| | | | order | | +| | | | status.Provide | | +| | | | the customer | | +| | | | with the last | | +| | | | five or six | | +| | | | digits of the | | +| | | | order number | | +| | | | after the | | +| | | | O.Close the | | +| | | | call and leave | | +| | | | the following | | +| | | | required note | | +| | | | in Clarify: | | +| | | | Unable to | | +| | | | complete | | +| | | | standard | | +| | | | upgrade due to | | +| | | | conflicts. | | +| | | | Equipment was | | +| | | | ordered through | | +| | | | Product Only | | +| | | | Flow after | | +| | | | using the | | +| | | | Upgrade | | +| | | | Exception | | +| | | | button and redo | | +| | | | attempt failed | | +| | | | to resolve | | +| | | | conflict error. | | +| | | | ¶ Set Upgrade | | +| | | | Expectations¶ | | +| | | | Inform the | | +| | | | customer of the | | +| | | | shipping | | +| | | | carrier and | | +| | | | fee.Provide the | | +| | | | shipping cost | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ ¶ | | +| | | | Contract | | +| | | | PricingSet | | +| | | | preliminary | | +| | | | order | | +| | | | expectations.¶ | | +| | | | Remind the | | +| | | | customer of | | +| | | | their contract | | +| | | | renewal and | | +| | | | ETF.¶ | | +| | | | Smartphones and | | +| | | | netbooks - $325 | | +| | | | with a $10 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.Standard | | +| | | | devices - $150 | | +| | | | with a $4 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.¶ | | +| | | | Customers who | | +| | | | ordered a | | +| | | | device that did | | +| | | | require an | | +| | | | email address | | +| | | | for T&Cs | | +| | | | acceptance must | | +| | | | accept T&Cs | | +| | | | sent to their | | +| | | | email address | | +| | | | provided before | | +| | | | their device | | +| | | | ships.Advise | | +| | | | the customer to | | +| | | | follow the | | +| | | | instructions in | | +| | | | the Quick Start | | +| | | | Guide included | | +| | | | in the box to | | +| | | | activate their | | +| | | | new equipment.C | | +| | | | redit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OPUS - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 36 | What happens | If a | Content: What's | 10 | +| | if a | customer | New Starting | | +| | customer | sends the | July 18, 2022, | | +| | sends the | device back | Customers who | | +| | device back | beyond the | have purchased | | +| | beyond the | 30 days | CRU tablets/Con | | +| | 30 days | after they | nected Laptops | | +| | after they | accept the | will now have | | +| | accept the | T&Cs, they | 30 days to | | +| | T&Cs? | will not be | initiate a | | +| | | eligible for | return or | | +| | | a refund or | exchange. | | +| | | exchange | Starting | | +| | | (Source: | February 24, | | +| | | Contoso | customers will | | +| | | Mobility | now have 30 | | +| | | Return | days to return | | +| | | Policy). | their devices | | +| | | | back to Contoso | | +| | | | for the | | +| | | | following | | +| | | | reasons:¶ | | +| | | | Warranty device | | +| | | | sInsurance | | +| | | | replacementNext | | +| | | | Turn-in | | +| | | | devicesBRE | | +| | | | devices¶ Note: | | +| | | | ¶ ¶ Contoso CRU | | +| | | | FAN and | | +| | | | FirstNet | | +| | | | Program (Agency | | +| | | | Paid (CRU) BRE | | +| | | | returns are | | +| | | | still 30 for Sm | | +| | | | artphones/Table | | +| | | | ts/Smart | | +| | | | devices from | | +| | | | purchase, but | | +| | | | if customer | | +| | | | initiated the | | +| | | | return within | | +| | | | that timeframe, | | +| | | | they’ll now | | +| | | | have 30 days to | | +| | | | mail the device | | +| | | | back to Contoso.¶ | | +| | | | ¶ This needs | | +| | | | to be | | +| | | | documented on | | +| | | | the account by | | +| | | | applying an | | +| | | | account note | | +| | | | with the | | +| | | | following | | +| | | | verbiage: | | +| | | | Suggested | | +| | | | Account note: | | +| | | | Customer | | +| | | | completed BRE | | +| | | | initiation | | +| | | | within 30 days | | +| | | | from purchase. | | +| | | | Customer must | | +| | | | send device | | +| | | | back to Contoso | | +| | | | within 30 days | | +| | | | of initiation.¶ | | +| | | | Contoso Signature | | +| | | | Program, | | +| | | | FirstNet | | +| | | | Subscriber Paid | | +| | | | (IRU) and non- | | +| | | | FAN CRU | | +| | | | customers BRE | | +| | | | is still 14 | | +| | | | days from | | +| | | | purchase.¶ | | +| | | | This needs to | | +| | | | be documented | | +| | | | on the account | | +| | | | by applying an | | +| | | | account note | | +| | | | with the | | +| | | | following | | +| | | | verbiage: | | +| | | | Suggested | | +| | | | Account note: | | +| | | | Customer | | +| | | | completed BRE | | +| | | | initiation | | +| | | | within 30 days | | +| | | | from purchase. | | +| | | | Customer must | | +| | | | send device | | +| | | | back to Contoso | | +| | | | within 30 days | | +| | | | of initiation.¶ | | +| | | | ¶ ¶ BRE | | +| | | | period for cash | | +| | | | and carry | | +| | | | begins day | | +| | | | after purchase | | +| | | | versus the | | +| | | | third day after | | +| | | | the ship date | | +| | | | for offers. ¶ | | +| | | | Do not use the | | +| | | | BRE process to | | +| | | | exchange an | | +| | | | Apple product | | +| | | | in need of | | +| | | | repair within | | +| | | | the first 30 | | +| | | | days, for | | +| | | | details refer | | +| | | | to Apple | | +| | | | Warranty | | +| | | | Replacement. ¶ | | +| | | | ¶ Contract- | | +| | | | Only BRE | | +| | | | Contract-only | | +| | | | BRE Exchange | | +| | | | allows | | +| | | | customers to | | +| | | | change from: ¶ | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up to 2-Year | | +| | | | (Where | | +| | | | applicable) | | +| | | | 2-Year to Contoso | | +| | | | Installment | | +| | | | Plan Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up to Contoso | | +| | | | Installment | | +| | | | Plan What I | | +| | | | Need to Know¶ | | +| | | | ¶ The customer | | +| | | | keeps the | | +| | | | existing | | +| | | | device; only | | +| | | | the contract is | | +| | | | changing. A | | +| | | | customer can | | +| | | | only complete | | +| | | | one contract- | | +| | | | only BRE | | +| | | | Exchange per | | +| | | | CTN. A | | +| | | | contract-only | | +| | | | BRE can only be | | +| | | | performed in | | +| | | | BCSS if the | | +| | | | device was | | +| | | | purchased in an | | +| | | | approved Contoso | | +| | | | Business | | +| | | | channel. | | +| | | | Otherwise, an | | +| | | | error message | | +| | | | displays | | +| | | | advising to | | +| | | | refer the | | +| | | | customer back | | +| | | | to the original | | +| | | | point of sale. | | +| | | | ABS Customer | | +| | | | Service | | +| | | | Channels ¶ ¶ | | +| | | | BCSS Any YODA | | +| | | | ID identified | | +| | | | as ABS in the | | +| | | | YODA Location | | +| | | | ID - BCSS BRE | | +| | | | Status Process | | +| | | | Time Frame | | +| | | | Within BRE If | | +| | | | a request is | | +| | | | made to change | | +| | | | the contract | | +| | | | terms of an act | | +| | | | ivation/upgrade | | +| | | | and the | | +| | | | contract is | | +| | | | within the BRE | | +| | | | period, follow | | +| | | | the contract- | | +| | | | only BRE | | +| | | | process. ¶ | | +| | | | CRU - Up to 30 | | +| | | | days from | | +| | | | purchaseContoso | | +| | | | Signature | | +| | | | Program - Up to | | +| | | | 14 days from | | +| | | | purchase¶ | | +| | | | Outside BRE If | | +| | | | a request is | | +| | | | made to change | | +| | | | the contract | | +| | | | terms and the | | +| | | | contract is | | +| | | | outside of the | | +| | | | BRE period but | | +| | | | within the 60 | | +| | | | days, a manager | | +| | | | override is | | +| | | | required. ¶ | | +| | | | CRU - Up to 60 | | +| | | | days from | | +| | | | purchaseContoso | | +| | | | Signature | | +| | | | Program - Up to | | +| | | | 44 days from | | +| | | | purchase ¶ | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up to 2-Year | | +| | | | Contract See | | +| | | | Buyer's Remorse | | +| | | | Exchange - | | +| | | | OPUS. What The | | +| | | | Customer Needs | | +| | | | to Know¶ The | | +| | | | customer must | | +| | | | accept the T&Cs | | +| | | | through www.att | | +| | | | .com/TnCCRU/: ¶ | | +| | | | The contract | | +| | | | change does not | | +| | | | process until | | +| | | | the T&Cs are | | +| | | | accepted.Normal | | +| | | | billing | | +| | | | continues until | | +| | | | T&Cs are | | +| | | | accepted and | | +| | | | the contract | | +| | | | changes. The | | +| | | | customer is | | +| | | | refunded taxes | | +| | | | for the Contoso | | +| | | | installment | | +| | | | plan agreement | | +| | | | to the original | | +| | | | form of payment | | +| | | | within 1-2 bill | | +| | | | cycles. Payment | | +| | | | for the new | | +| | | | pricing on the | | +| | | | device is due | | +| | | | at time of | | +| | | | processing. ¶ | | +| | | | ¶ ¶ 2-Year | | +| | | | Contract to | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan See | | +| | | | Buyer's Remorse | | +| | | | Exchange - | | +| | | | OPUS. What the | | +| | | | Customer Needs | | +| | | | to Know¶ The | | +| | | | customer must | | +| | | | accept the T&Cs | | +| | | | through www.att | | +| | | | .com/TnCCRU/: ¶ | | +| | | | The contract | | +| | | | change does not | | +| | | | process until | | +| | | | the T&Cs are | | +| | | | accepted. | | +| | | | Normal billing | | +| | | | continues until | | +| | | | the T&Cs are | | +| | | | accepted and | | +| | | | the contract | | +| | | | changes. The | | +| | | | customer is | | +| | | | refunded the | | +| | | | device price | | +| | | | paid plus any | | +| | | | taxes to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles. Payment | | +| | | | for the taxes | | +| | | | on the no- | | +| | | | commitment | | +| | | | pricing is due | | +| | | | at time of | | +| | | | processing.¶ ¶ | | +| | | | ¶ Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up to Contoso | | +| | | | Installment | | +| | | | Plan See | | +| | | | Buyer's Remorse | | +| | | | Exchange - | | +| | | | OPUS. What the | | +| | | | Customer Needs | | +| | | | to Know¶ | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ ¶ | | +| | | | Contract | | +| | | | PricingSet | | +| | | | preliminary | | +| | | | order | | +| | | | expectations.¶ | | +| | | | Remind the | | +| | | | customer of | | +| | | | their contract | | +| | | | renewal and | | +| | | | ETF.¶ | | +| | | | Smartphones and | | +| | | | netbooks - $325 | | +| | | | with a $10 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.Standard | | +| | | | devices - $150 | | +| | | | with a $4 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.¶ | | +| | | | Customers who | | +| | | | ordered a | | +| | | | device that did | | +| | | | require an | | +| | | | email address | | +| | | | for T&Cs | | +| | | | acceptance must | | +| | | | accept T&Cs | | +| | | | sent to their | | +| | | | email address | | +| | | | provided before | | +| | | | their device | | +| | | | ships.Advise | | +| | | | the customer to | | +| | | | follow the | | +| | | | instructions in | | +| | | | the Quick Start | | +| | | | Guide included | | +| | | | in the box to | | +| | | | activate their | | +| | | | new equipment.C | | +| | | | redit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OPUS - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer is | | +| | | | being provided | | +| | | | a credit even | | +| | | | though they are | | +| | | | beyond the | | +| | | | return period, | | +| | | | have the | | +| | | | customer send | | +| | | | back the device | | +| | | | – refer to: | | +| | | | Return | | +| | | | Label/Status | | +| | | | process. If the | | +| | | | customer wants | | +| | | | to Cancel | | +| | | | service:  | | +| | | | The customer | | +| | | | may cancel; | | +| | | | however, they | | +| | | | will be charged | | +| | | | the full retail | | +| | | | price of the | | +| | | | equipment or an | | +| | | | Early | | +| | | | Termination Fee | | +| | | | since the | | +| | | | equipment is | | +| | | | not eligible | | +| | | | for return. | | +| | | | Refer to the | | +| | | | Service | | +| | | | Cancellation | | +| | | | section of the | | +| | | |  Contoso Mobility | | +| | | | Return Policy . | | +| | | | If the customer | | +| | | | is porting | | +| | | | their number | | +| | | | out to another | | +| | | | carrier, do not | | +| | | | cancel their | | +| | | | service. Refer | | +| | | | to LNP (Number | | +| | | | Transfer) Port- | | +| | | | Out - BCSS for | | +| | | | details.  | | +| | | | Follow standard | | +| | | | cancellation | | +| | | | procedures for | | +| | | | your group:  | | +| | | | BMC: | | +| | | | Cancellation, | | +| | | | Retention, and | | +| | | | Red Flag | | +| | | | Procedures | | +| | | | BME: | | +| | | | Cancellation of | | +| | | | a Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | Do not use a | | +| | | | buyer's remorse | | +| | | | reason code.  | | +| | | | The customer is | | +| | | | responsible for | | +| | | | all applicable | | +| | | | monthly | | +| | | | charges, | | +| | | | activation fee, | | +| | | | and ETFs. Back | | +| | | | to Top Return | | +| | | | Eligible | | +| | | | Determine if | | +| | | | the customer | | +| | | | wants to Cancel | | +| | | | Service or Keep | | +| | | | Service. If | | +| | | | the customer | | +| | | | wishes to | | +| | | | Cancel Service: | | +| | | | Make a save | | +| | | | attempt. | | +| | | | Select the | | +| | | | cancellation | | +| | | | policy for your | | +| | | | group: BMC: | | +| | | | Cancellation, | | +| | | | Retention, and | | +| | | | Red Flag | | +| | | | Procedures | | +| | | | BME: | | +| | | | Cancellation of | | +| | | | a Corporate | | +| | | | Responsibility | | +| | | | User (CRU)   | | +| | | | Transfer all | | +| | | | other customers | | +| | | | to BMC. If the | | +| | | | customer is | | +| | | | porting their | | +| | | | number out to | | +| | | | another | | +| | | | carrier, do not | | +| | | | cancel their | | +| | | | service. Refer | | +| | | | to LNP (Number | | +| | | | Transfer) Port- | | +| | | | Out - BCSS for | | +| | | | details. | | +| | | | Delete any | | +| | | | parked | | +| | | | information and | | +| | | | cancel service. | | +| | | | See Delete | | +| | | | Parked | | +| | | | Information - | | +| | | | OPUS - Business | | +| | | | . Cancel the | | +| | | | service in | | +| | | | Telegence for | | +| | | | Buyer's Remorse | | +| | | | (BRE). · | | +| | | | Effective Date | | +| | | | - today's date. | | +| | | | · The Penalty | | +| | | | Treatment | | +| | | | defaults to | | +| | | | Waive Penalty | | +| | | | checked (reason | | +| | | | CTFA - credit- | | +| | | | contract term | | +| | | | fee). | | +| | | | Telegence | | +| | | | automatically | | +| | | | waives the | | +| | | | following when | | +| | | | BRE is | | +| | | | selected: | | +| | | | Activation fee | | +| | | | (if within | | +| | | | three days) | | +| | | | ETF Prorated | | +| | | | MRC Note the | | +| | | | account. The | | +| | | | cancellation is | | +| | | | effective | | +| | | | today. Fees | | +| | | | and adjustments | | +| | | | (ETF, | | +| | | | activation fee, | | +| | | | MRC) details. | | +| | | | Save attempt | | +| | | | details, if | | +| | | | applicable. | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know: | | +| | | | Cancel Service | | +| | | | Keep Service | | +| | | | Active Include | | +| | | | the following | | +| | | | with the | | +| | | | return: | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging. | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | |  Returned | | +| | | | equipment | | +| | | | should have all | | +| | | | security codes, | | +| | | | passwords, and | | +| | | | security locks | | +| | | | removed by the | | +| | | | customer. | | +| | | |  Customers must | | +| | | | remove Find My | | +| | | | iPhone | | +| | | | Activation Lock | | +| | | | from an iOS | | +| | | | device before | | +| | | | service, | | +| | | | return, or | | +| | | | exchange: To | | +| | | | assist a | | +| | | | customer with | | +| | | | disabling Find | | +| | | | My iPhone, | | +| | | | refer to How do | | +| | | | I turn off Find | | +| | | | My iPhone | | +| | | | remotely in | | +| | | | iCloud. | | +| | | | Service can be | | +| | | | resumed within | | +| | | | 59 days: | | +| | | | Contoso cannot | | +| | | | guarantee their | | +| | | | number(s) will | | +| | | | be available | | +| | | | upon | | +| | | | reinstatement. | | +| | | | If service is | | +| | | | reinstated to | | +| | | | active within | | +| | | | 59 days, the | | +| | | | Rollover | | +| | | | Minutes are | | +| | | | retained. | | +| | | | The | | +| | | | cancellation is | | +| | | | effective | | +| | | | today. The ETF | | +| | | | is waived. | | +| | | | Refund the | | +| | | | equipment | | +| | | | upgrade fee if | | +| | | | equipment is | | +| | | | returned within | | +| | | | three days of | | +| | | | the purchase | | +| | | | date. The | | +| | | | activation fee | | +| | | | is waived if | | +| | | | cancelled | | +| | | | within three | | +| | | | days, excluding | | +| | | | weekends. The | | +| | | | customer is | | +| | | | responsible for | | +| | | | all usage | | +| | | | charges | | +| | | | associated with | | +| | | | the line being | | +| | | | cancelled, up | | +| | | | to the date of | | +| | | | cancellation: | | +| | | | The customer | | +| | | | receives a | | +| | | | final prorated | | +| | | | invoice. | | +| | | | For information | | +| | | | about deposit | | +| | | | refunds, see | | +| | | | the Payment | | +| | | | Research and | | +| | | | Refunds | | +| | | | Decision Flow. | | +| | | | Include the | | +| | | | following with | | +| | | | the return: | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | | Returned | | +| | | | equipment | | +| | | | should have all | | +| | | | security codes, | | +| | | | passwords, and | | +| | | | security locks | | +| | | | removed by the | | +| | | | customer. | | +| | | | Customers must | | +| | | | remove Find My | | +| | | | iPhone | | +| | | | Activation Lock | | +| | | | from an iOS | | +| | | | device before | | +| | | | service, | | +| | | | return, or | | +| | | | exchange: To | | +| | | | assist a | | +| | | | customer with | | +| | | | disabling Find | | +| | | | My iPhone, | | +| | | | refer to How do | | +| | | | I turn off Find | | +| | | | My iPhone | | +| | | | remotely in | | +| | | | iCloud. Contoso | | +| | | | cannot accept | | +| | | | an iOS device | | +| | | | marked as lost | | +| | | | for service or | | +| | | | exchange under | | +| | | | any | | +| | | | circumstances. | | +| | | | Device and all | | +| | | | components | | +| | | | (manual, | | +| | | | battery, | | +| | | | software, and | | +| | | | charger). The | | +| | | | customer does | | +| | | | not need to | | +| | | | return the SIM | | +| | | | to be eligible | | +| | | | for the refund. | | +| | | | The customer is | | +| | | | responsible for | | +| | | | all usage | | +| | | | charges | | +| | | | associated with | | +| | | | the line being | | +| | | | returned. | | +| | | | Refund the | | +| | | | equipment | | +| | | | upgrade fee if | | +| | | | equipment is | | +| | | | returned within | | +| | | | three days of | | +| | | | the purchase | | +| | | | date.  For | | +| | | | upgrade | | +| | | | returns, | | +| | | | Source: | | +| | | | Content: Device | | +| | | | Troubleshooting | | +| | | | | Device | | +| | | | Eligibility | | | +| | | | Return | | +| | | | Ineligible | | +| | | | | Return | | +| | | | Eligible | Dual | | +| | | | SIM Dual | | +| | | | Standby What's | | +| | | | New October 6, | | +| | | | 2022 Update: | | +| | | | Updates are | | +| | | | under the Send | | +| | | | a return label | | +| | | | section | | +| | | | and highlighted | | +| | | | in yellow. This | | +| | | | round of | | +| | | | updates are due | | +| | | | to minor | | +| | | | changes made to | | +| | | | the Pitney | | +| | | | Bowes Website.S | | +| | | | eptember 7, | | +| | | | 2022 Update: | | +| | | | Updated the | | +| | | | return label | | +| | | | and tracking a | | +| | | | return steps | | +| | | | under the | | +| | | | Customer does | | +| | | | not have BRE | | +| | | | label that was | | +| | | | shipped with | | +| | | | the device sect | | +| | | | ion. Starting | | +| | | | July 18, | | +| | | | 2022, Customers | | +| | | | who have | | +| | | | purchased CRU t | | +| | | | ablets/Connecte | | +| | | | d Laptops will | | +| | | | now have 30 | | +| | | | days to | | +| | | | initiate a | | +| | | | return or | | +| | | | exchange. | | +| | | | Customers may | | +| | | | wish to return | | +| | | | their device | | +| | | | and may cancel | | +| | | | or retain their | | +| | | | service.  BRE | | +| | | | period for cash | | +| | | | and carry | | +| | | | begins day | | +| | | | after purchase | | +| | | | versus the | | +| | | | third day after | | +| | | | the ship date | | +| | | | for offers. | | +| | | | Do not use the | | +| | | | BRE process to | | +| | | | exchange an | | +| | | | Apple product | | +| | | | in need of | | +| | | | repair within | | +| | | | the first 30 | | +| | | | days, for | | +| | | | details refer | | +| | | | to Apple | | +| | | | Warranty | | +| | | | Replacement.  | | +| | | | Reference Non- | | +| | | | Returned Device | | +| | | | bill example | | +| | | | for an example | | +| | | | of how charges | | +| | | | will look on | | +| | | | the customers | | +| | | | bill. Device | | +| | | | Troubleshooting | | +| | | | Before | | +| | | | attempting to | | +| | | | Return or | | +| | | | Exchange | | +| | | | Equipment, | | +| | | | determine why | | +| | | | the customer | | +| | | | would like to | | +| | | | return the | | +| | | | equipment.  If | | +| | | | there is a | | +| | | | problem with | | +| | | | the equipment, | | +| | | | attempt to | | +| | | | resolve using: | | +| | | | Billing Issue | | +| | | | (BILog) and | | +| | | | Device Issue | | +| | | | (DI) Logs / | | +| | | | Software | | +| | | | Updates Device | | +| | | | Troubleshooting | | +| | | | Policy - BCSS | | +| | | | Back to Top | | +| | | | Device | | +| | | | Eligibility | | +| | | | Use Order | | +| | | | Track, rather | | +| | | | than the | | +| | | | biller, to | | +| | | | determine the | | +| | | | number of days | | +| | | | since the | | +| | | | equipment was | | +| | | | shipped or | | +| | | | purchased in | | +| | | | store.  This | | +| | | | is based on the | | +| | | | number of | | +| | | | calendar days.  | | +| | | | DF Orders: Day | | +| | | | one is the | | +| | | | third day after | | +| | | | the device was | | +| | | | shipped.  | | +| | | | Purchased at a | | +| | | | retail | | +| | | | location: Day | | +| | | | one is the day | | +| | | | after the | | +| | | | customer | | +| | | | purchased the | | +| | | | device.  | | +| | | | Example: If the | | +| | | | customer | | +| | | | purchases the | | +| | | | device cash and | | +| | | | carry at 8:30 | | +| | | | p.m. on | | +| | | | September 24, | | +| | | | the next day is | | +| | | | considered day | | +| | | | one. The CRU | | +| | | | FAN customer | | +| | | | has until the | | +| | | | end of October | | +| | | | 24, while the | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customer would | | +| | | | have until the | | +| | | | end of October | | +| | | | 8 to return the | | +| | | | device in-store | | +| | | | or initiate a | | +| | | | return by mail. | | +| | | | See the Contoso | | +| | | | Mobility Return | | +| | | | Policy.  The | | +| | | | eligibility | | +| | | | criteria below | | +| | | | may not reflect | | +| | | | the return | | +| | | | policies of | | +| | | | National | | +| | | | Retailers of | | +| | | | Contoso.  | | +| | | | Eligible Not | | +| | | | Eligible | | +| | | | Equipment must | | +| | | | be: In like- | | +| | | | new condition | | +| | | | with no | | +| | | | physical or | | +| | | | liquid damage | | +| | | | (includes Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment from | | +| | | | wireless.att.co | | +| | | | m and orders) | | +| | | | In the original | | +| | | | packaging* | | +| | | | accompanied | | +| | | | with a receipt: | | +| | | | Original | | +| | | | packaging may | | +| | | | have the UPC | | +| | | | code cut from | | +| | | | the box for | | +| | | | rebate | | +| | | | purposes. If | | +| | | | only the | | +| | | | manufacturer's | | +| | | | box is absent, | | +| | | | all original | | +| | | | contents can be | | +| | | | returned in | | +| | | | another box. | | +| | | | A device that | | +| | | | was an out-of- | | +| | | | box failure | | +| | | | (OBF) | | +| | | | Equipment that: | | +| | | | Has physical or | | +| | | | liquid damage | | +| | | | Is not | | +| | | | Contoso-branded | | +| | | | Gift and | | +| | | | Ringtone cards | | +| | | | SIM card | | +| | | | Incomplete | | +| | | | device kits, | | +| | | | unless | | +| | | | delivered to | | +| | | | customer | | +| | | | incomplete | | +| | | | Equipment is | | +| | | | Lost or Stolen | | +| | | | Equipment | | +| | | | received via | | +| | | | Device | | +| | | | Protection | | +| | | | Equipment sold | | +| | | | at the closeout | | +| | | | price* | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Device | | +| | | | Protection for | | +| | | | non-iPhone | | +| | | | devices. | | +| | | | Transfer the | | +| | | | customer to | | +| | | | Asurion. | | +| | | | Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing: | | +| | | | Equipment | | +| | | | Upgrades | | +| | | | Ordering - BCSS | | +| | | | Closeout | | +| | | | Pricing Policy | | +| | | | Equipment sold | | +| | | | at the closeout | | +| | | | price is | | +| | | | considered | | +| | | | final. | | +| | | | Customers | | +| | | | purchasing a | | +| | | | device sold at | | +| | | | closeout | | +| | | | pricing are not | | +| | | | eligible to | | +| | | | exchange for a | | +| | | | different | | +| | | | device except | | +| | | | dead on arrival | | +| | | | (DOA) or OBF. | | +| | | | Closeout | | +| | | | equipment can | | +| | | | be returned if | | +| | | | the service is | | +| | | | being | | +| | | | cancelled, for | | +| | | | new | | +| | | | activations, or | | +| | | | if an existing | | +| | | | customer wishes | | +| | | | to return to | | +| | | | their previous | | +| | | | or COAM device. | | +| | | | Back to Top | | +| | | | Return | | +| | | | Ineligible The | | +| | | | equipment is | | +| | | | outside the | | +| | | | return period | | +| | | | or Not Eligible | | +| | | | to return. | | +| | | | Provide these | | +| | | | options:  | | +| | | | Check to see if | | +| | | | the device is | | +| | | | eligible for a | | +| | | | warranty | | +| | | | exchange. | | +| | | | BCSS:  Device | | +| | | | Warranty | | +| | | | Exchange | | +| | | | Process - | | +| | | | ATS/MTS RLM: | | +| | | | See the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | article for | | +| | | | your group.  | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Device | | +| | | | Protection. | | +| | | | Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing. | | +| | | | Source: | | +| | | | Content: to | | +| | | | Wireless | | +| | | | service | | +| | | | purchases via | | +| | | | the mail only. | | +| | | | Customers who | | +| | | | call within 30 | | +| | | | days of the | | +| | | | purchase date | | +| | | | for CRU and 14 | | +| | | | days for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU and | | +| | | | opt to return | | +| | | | equipment in | | +| | | | the mail, have | | +| | | | an additional | | +| | | | 30 days from | | +| | | | the date they | | +| | | | call to return | | +| | | | the equipment | | +| | | | and still get a | | +| | | | refund. Retail | | +| | | | Store Returns: | | +| | | | Review the | | +| | | | steps to return | | +| | | | equipment to an | | +| | | | Contoso Retail | | +| | | | store. Use | | +| | | | the Store | | +| | | | Locator to find | | +| | | | the closest | | +| | | | store for the | | +| | | | customer. | | +| | | | Advise the | | +| | | | caller on the | | +| | | | policy | | +| | | | regarding | | +| | | | Retail | | +| | | | Authorized | | +| | | | Users (RAUs) . | | +| | | | Include this | | +| | | | material with | | +| | | | the return: | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging | | +| | | | Device and all | | +| | | | components | | +| | | | (manual, | | +| | | | battery, | | +| | | | software, and | | +| | | | charger) | | +| | | | Refund the | | +| | | | equipment | | +| | | | upgrade fee if | | +| | | | equipment is | | +| | | | returned within | | +| | | | three days of | | +| | | | the purchase | | +| | | | date. The | | +| | | | store processes | | +| | | | eligible | | +| | | | returns and | | +| | | | refunds the | | +| | | | customer | | +| | | | credit/debit- | | +| | | | card refunds | | +| | | | only. | | +| | | | Recommend the | | +| | | | customer brings | | +| | | | the debit or | | +| | | | credit card | | +| | | | used for the | | +| | | | original | | +| | | | purchase. Note | | +| | | | the account | | +| | | | with the | | +| | | | details of the | | +| | | | return. | | +| | | | Include the | | +| | | | make and model | | +| | | | of the | | +| | | | equipment being | | +| | | | returned. | | +| | | | Returns In the | | +| | | | Mail Customers | | +| | | | should keep | | +| | | | this | | +| | | | information for | | +| | | | their records: | | +| | | | IMEI | | +| | | | information. | | +| | | | Tracking | | +| | | | number/proof of | | +| | | | shipment. | | +| | | | Postage-paid | | +| | | | return labels | | +| | | | have a 24-digit | | +| | | | tracking number | | +| | | | (starts with | | +| | | | 610) that can | | +| | | | be used to view | | +| | | | the status of | | +| | | | the equipment | | +| | | | return on | | +| | | | the Pitney | | +| | | | Bowes website. | | +| | | | Copy of | | +| | | | original | | +| | | | invoice. | | +| | | | Include the | | +| | | | following with | | +| | | | the return: | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | | Customers who | | +| | | | call within 30 | | +| | | | days of the | | +| | | | purchase date | | +| | | | for CRU and 14 | | +| | | | days for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU and | | +| | | | opt to return | | +| | | | equipment in | | +| | | | the mail, have | | +| | | | an additional | | +| | | | 30 days from | | +| | | | the date they | | +| | | | call to return | | +| | | | the equipment | | +| | | | and still get a | | +| | | | refund. To | | +| | | | support this | | +| | | | rule, leave a | | +| | | | specific note | | +| | | | on the account: | | +| | | | Customer | | +| | | | completed BRE | | +| | | | initiation | | +| | | | within [xx] | | +| | | | days from | | +| | | | purchase. | | +| | | | Customer must | | +| | | | send device | | +| | | | back to Contoso | | +| | | | within 30 days | | +| | | | of initiation. | | +| | | | Note the | | +| | | | account: The | | +| | | | customer is | | +| | | | returning their | | +| | | | phone.  Include | | +| | | | the make and | | +| | | | model of the | | +| | | | equipment being | | +| | | | returned.  If | | +| | | | the customer is | | +| | | | cancelling the | | +| | | | service be sure | | +| | | | to include the | | +| | | | cancellation in | | +| | | | the notes. | | +| | | | Customer has | | +| | | | BRE label that | | +| | | | was shipped | | +| | | | with the | | +| | | | device: Simply | | +| | | | affix label to | | +| | | | the original | | +| | | | shipping box or | | +| | | | another box and | | +| | | | ship with | | +| | | | outgoing mail. | | +| | | | Customer does | | +| | | | not have BRE | | +| | | | label that was | | +| | | | shipped with | | +| | | | the device: | | +| | | | Send a return | | +| | | | label 1. | | +| | | | Select Pitney | | +| | | | Bowes Client | | +| | | | Connect. 2. | | +| | | | Enter the RMA | | +| | | | number | | +| | | | associated with | | +| | | | the return 3. | | +| | | | Select | | +| | | | "Continue" | | +| | | | Button 4. | | +| | | | Enter the | | +| | | | customer’s | | +| | | | name, address, | | +| | | | and email | | +| | | | address (for | | +| | | | confirmation). | | +| | | | 5. Enter email | | +| | | | address where | | +| | | | customer will | | +| | | | receive return | | +| | | | label. 6. | | +| | | | Optional: | | +| | | | select whether | | +| | | | the customer | | +| | | | wants to | | +| | | | receive | | +| | | | tracking | | +| | | | information via | | +| | | | email or text | | +| | | | message. | | +| | | | Confirm that | | +| | | | the customer | | +| | | | consents to | | +| | | | receive updates | | +| | | | on the status | | +| | | | of their return | | +| | | | via the email | | +| | | | or phone number | | +| | | | provided by | | +| | | | them during the | | +| | | | call. 7. | | +| | | | Select "Create | | +| | | | Shipping | | +| | | | Label." 8. | | +| | | | You will be | | +| | | | presented with | | +| | | | options for the | | +| | | | customer to (a) | | +| | | | print a copy of | | +| | | | their label or | | +| | | | (b) receive a | | +| | | | QR code for | | +| | | | USPS to scan. | | +| | | | 9. If you | | +| | | | select "Print | | +| | | | USPS Standard | | +| | | | Shipping Return | | +| | | | Label," this | | +| | | | page appears, | | +| | | | and you will | | +| | | | have the option | | +| | | | to (a) email a | | +| | | | copy of the | | +| | | | return label to | | +| | | | an alternate | | +| | | | email or (b) | | +| | | | schedule a free | | +| | | | USPS pickup. | | +| | | | If you select | | +| | | | "Copy Alternate | | +| | | | Email," enter | | +| | | | the email | | +| | | | address the | | +| | | | customer would | | +| | | | like the label | | +| | | | to be delivered | | +| | | | to. If you | | +| | | | select | | +| | | | "Schedule Free | | +| | | | USPS Pickup," | | +| | | | this is the | | +| | | | screen appears | | +| | | | – enter all | | +| | | | necessary | | +| | | | details and | | +| | | | then select | | +| | | | “Schedule | | +| | | | Pickup” at the | | +| | | | bottom. 10. | | +| | | | If you select | | +| | | | the QR code | | +| | | | option, the QR | | +| | | | code will be | | +| | | | emailed to the | | +| | | | customer, which | | +| | | | they can | | +| | | | present to USPS | | +| | | | to scan. A | | +| | | | summary screen | | +| | | | of how to use | | +| | | | the Code will | | +| | | | display. Email | | +| | | | to customer: | | +| | | | Enter their | | +| | | | email address. | | +| | | | The email is | | +| | | | from Contoso | | +| | | | Direct | | +| | | | Fulfillment | | +| | | | Returns and the | | +| | | | subject line | | +| | | | displays, Your | | +| | | | Contoso Return | | +| | | | Label is | | +| | | | Enclosed. The | | +| | | | Service Level | | +| | | | Agreement (SLA) | | +| | | | is less than 4 | | +| | | | hours.To Check | | +| | | | Status of a | | +| | | | Return 1. Use | | +| | | | Pitney Bowes - | | +| | | | Track a Return. | | +| | | | 2. Enter the | | +| | | | RMA or Tracking | | +| | | | Number. 3. | | +| | | | Hit Search. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 37 | What if a | I don't | Content: Is the | 1 | +| | customer | know. Can | battery | | +| | returns a | you please | missing? Is | | +| | device that | provide more | watch unpaired? | | +| | wasn't in | context or | Devices can't | | +| | the quote? | information | be returned to | | +| | Does Contoso | about the | a customer. | | +| | still accept | situation? | Any customer | | +| | the device | | data left on | | +| | and give | | the device is | | +| | them the | | removed through | | +| | current | | a stringent | | +| | value for | | multi-step | | +| | it? | | process. | | +| | | | They're | | +| | | | credited at the | | +| | | | BAN-level. | | +| | | | Devices | | +| | | | credited after | | +| | | | arrival and | | +| | | | processing at | | +| | | | Processing | | +| | | | Center. Contoso | | +| | | | wireless BAN | | +| | | | credits aren't | | +| | | | delayed while | | +| | | | awaiting full | | +| | | | order receipt. | | +| | | | Multiple Contoso | | +| | | | wireless BAN | | +| | | | credits on a | | +| | | | unique Quote ID | | +| | | | are possible. | | +| | | | They receive | | +| | | | messages | | +| | | | throughout the | | +| | | | transaction | | +| | | | explaining the | | +| | | | possibility of | | +| | | | multiple | | +| | | | credits per | | +| | | | Quote ID, and | | +| | | | also have | | +| | | | access to | | +| | | | device-level | | +| | | | status at all | | +| | | | times through | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In tool. | | +| | | | Credit appears | | +| | | | on their Contoso | | +| | | | wireless | | +| | | | account, | | +| | | | usually within | | +| | | | 2 billing | | +| | | | cycles. Source: | | +| | | | Content: Assist | | +| | | | customers with | | +| | | | disputes and | | +| | | | escalations for | | +| | | | device | | +| | | | protection non- | | +| | | | returned fee | | +| | | | (NRFs).  These | | +| | | | calls are | | +| | | | handled by | | +| | | | Contoso, instead | | +| | | | of | | +| | | | Asurion.Heads | | +| | | | up:  Calls | | +| | | | about non- | | +| | | | returned fees | | +| | | | (NRFs) through | | +| | | | Asurion's | | +| | | | wireless | | +| | | | protection are | | +| | | | handled by Contoso | | +| | | | only, not | | +| | | | Asurion. Do not | | +| | | | transfer | | +| | | | customers to | | +| | | | Asurion if they | | +| | | | call about the | | +| | | | NRF.  Follow | | +| | | | the steps | | +| | | | outlined in the | | +| | | | scenarios | | +| | | | below. | | +| | | | Customers who | | +| | | | file a claim | | +| | | | for a lost or | | +| | | | stolen device | | +| | | | are not | | +| | | | required to | | +| | | | return their | | +| | | | original | | +| | | | device. A non- | | +| | | | return charge | | +| | | | of up to $850 | | +| | | | based on make | | +| | | | and model of | | +| | | | the original | | +| | | | device will be | | +| | | | added to the | | +| | | | customer's | | +| | | | mobility bill | | +| | | | for failure to | | +| | | | return their | | +| | | | damaged device. | | +| | | | Non-return fee | | +| | | | requirements | | +| | | | are outlined in | | +| | | | the Terms and | | +| | | | Conditions of | | +| | | | Coverage. | | +| | | | For more | | +| | | | information, | | +| | | | customers can | | +| | | | visit phoneclai | | +| | | | m.com/att/progr | | +| | | | am-terms. | | +| | | | Customer are | | +| | | | notified | | +| | | | frequently | | +| | | | throughout the | | +| | | | claims process | | +| | | | that they need | | +| | | | to return their | | +| | | | damaged/malfunc | | +| | | | tioning device | | +| | | | or they will be | | +| | | | charged a non- | | +| | | | return if not | | +| | | | received at the | | +| | | | Contoso Warehouse | | +| | | | (CTDI). If the | | +| | | | customer | | +| | | | received a | | +| | | | second | | +| | | | replacement | | +| | | | device because | | +| | | | the first one | | +| | | | wasn't working, | | +| | | | they will need | | +| | | | to return the | | +| | | | first | | +| | | | replacement | | +| | | | device or be | | +| | | | charged a non- | | +| | | | return fee. | | +| | | | Customer | | +| | | | Scenarios | | +| | | | Customer does | | +| | | | not know why a | | +| | | | non-return fee | | +| | | | appeared on | | +| | | | their bill. | | +| | | | Customers are | | +| | | | informed | | +| | | | multiple times | | +| | | | after | | +| | | | enrollment and | | +| | | | throughout the | | +| | | | claims process | | +| | | | that they must | | +| | | | return their | | +| | | | original | | +| | | | damaged device | | +| | | | within 15 days | | +| | | | of receiving | | +| | | | their | | +| | | | replacement | | +| | | | device or they | | +| | | | will be charged | | +| | | | a non-return | | +| | | | fee up to $850. | | +| | | | Customers also | | +| | | | receive | | +| | | | multiple | | +| | | | communications | | +| | | | during the | | +| | | | first 30-days | | +| | | | from filing | | +| | | | their claim | | +| | | | that inform | | +| | | | them the exact | | +| | | | amount they | | +| | | | will be charged | | +| | | | if they don’t | | +| | | | return their | | +| | | | original | | +| | | | damaged device. | | +| | | | SMSs sent 2 and | | +| | | | 7 days after | | +| | | | replacement | | +| | | | device is | | +| | | | delivered. Up | | +| | | | to 4 calls are | | +| | | | made to remind | | +| | | | customers to | | +| | | | return their | | +| | | | device. Email | | +| | | | sent when | | +| | | | original | | +| | | | damaged device | | +| | | | is received. | | +| | | | Email sent to | | +| | | | inform | | +| | | | customers of | | +| | | | the NRF that | | +| | | | has been | | +| | | | charged if | | +| | | | original | | +| | | | damaged device | | +| | | | hasn't been | | +| | | | received after | | +| | | | 35 days. | | +| | | | Emails sent to | | +| | | | inform | | +| | | | customers of | | +| | | | the NRF credit | | +| | | | that has been | | +| | | | applied if dama | | +| | | | ged/malfunction | | +| | | | ing was | | +| | | | received after | | +| | | | the NRF charge | | +| | | | had been | | +| | | | originally | | +| | | | applied. | | +| | | | Customer | | +| | | | insists device | | +| | | | was returned | | +| | | | but systems | | +| | | | show no record | | +| | | | of receipt. If | | +| | | | you can see | | +| | | | that the device | | +| | | | has been | | +| | | | received in | | +| | | | Order Track: | | +| | | | Verify if a | | +| | | | pending credit | | +| | | | has been | | +| | | | applied for the | | +| | | | NRF charge. If | | +| | | | credit has not | | +| | | | been applied, | | +| | | | use CDE (Credit | | +| | | | Decision Engine | | +| | | | )/OPUS/TLG to | | +| | | | process using | | +| | | | the NFR credit | | +| | | | code (NRFRVS). | | +| | | | If you are | | +| | | | unable to view | | +| | | | the device as | | +| | | | received in | | +| | | | Order Track:Add | | +| | | | itional | | +| | | | research will | | +| | | | be needed to | | +| | | | determine if | | +| | | | the device has | | +| | | | been received | | +| | | | in the | | +| | | | warehouse, | | +| | | | making the | | +| | | | customer | | +| | | | eligible for | | +| | | | credit of | | +| | | | charges.Follow | | +| | | | the applicable | | +| | | | process: | | +| | | | Open an | | +| | | | Equipment | | +| | | | Inquiry Clarify | | +| | | | case. | | +| | | | Verify customer | | +| | | | has mailed out | | +| | | | the package | | +| | | | using USPS | | +| | | | tracking number | | +| | | | at http://track | | +| | | | ing.smartlabel. | | +| | | | com/.  Customer | | +| | | | will need to | | +| | | | provide the | | +| | | | USPS tracking | | +| | | | number.  | | +| | | | Verify the | | +| | | | device has not | | +| | | | been received | | +| | | | by Contoso by | | +| | | | searching both | | +| | | | the IMEI and | | +| | | | RMA# in AIR. | | +| | | | IMEI lookup is | | +| | | | necessary in | | +| | | | case warehouse | | +| | | | has accepted | | +| | | | the device | | +| | | | against an | | +| | | | exception RMA, | | +| | | | e.g. after NUG | | +| | | | RMA has | | +| | | | expired. RMA# | | +| | | | lookup is | | +| | | | necessary in | | +| | | | case customer | | +| | | | has mailed in a | | +| | | | comparable | | +| | | | device which | | +| | | | warehouse | | +| | | | accepted | | +| | | | against the NUG | | +| | | | RMA. | | +| | | | Verify IMEI | | +| | | | network usage | | +| | | | in TORCH . | | +| | | | If there is no | | +| | | | usage after the | | +| | | | mailing date, | | +| | | | it's lost in | | +| | | | transit: | | +| | | | Credit customer | | +| | | | for the non- | | +| | | | return | | +| | | | fee/remaining | | +| | | | IP balance. | | +| | | | Blacklist IMEI. | | +| | | | If the | | +| | | | blacklisted | | +| | | | customer calls, | | +| | | | follow current | | +| | | | lost-in-transit | | +| | | | process to | | +| | | | remove it from | | +| | | | Blacklist. . | | +| | | | If there is | | +| | | | usage after the | | +| | | | mailing date: | | +| | | | If IMEI is used | | +| | | | by a CTN | | +| | | | belonging to | | +| | | | the same | | +| | | | account holder | | +| | | | or it belongs | | +| | | | to another CTN | | +| | | | that has | | +| | | | previous | | +| | | | communications | | +| | | | with IMEI | | +| | | | owner: Do | | +| | | | not Blacklist | | +| | | | IMEI. Do not | | +| | | | credit customer | | +| | | | for the non- | | +| | | | return | | +| | | | fee/remaining | | +| | | | IP balance. | | +| | | | Otherwise, it's | | +| | | | lost in | | +| | | | transit: | | +| | | | Credit customer | | +| | | | for the non- | | +| | | | return | | +| | | | fee/remaining | | +| | | | IP balance. | | +| | | | Blacklist IMEI. | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ ¶ | | +| | | | Contract | | +| | | | PricingSet | | +| | | | preliminary | | +| | | | order | | +| | | | expectations.¶ | | +| | | | Remind the | | +| | | | customer of | | +| | | | their contract | | +| | | | renewal and | | +| | | | ETF.¶ | | +| | | | Smartphones and | | +| | | | netbooks - $325 | | +| | | | with a $10 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.Standard | | +| | | | devices - $150 | | +| | | | with a $4 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.¶ | | +| | | | Customers who | | +| | | | ordered a | | +| | | | device that did | | +| | | | require an | | +| | | | email address | | +| | | | for T&Cs | | +| | | | acceptance must | | +| | | | accept T&Cs | | +| | | | sent to their | | +| | | | email address | | +| | | | provided before | | +| | | | their device | | +| | | | ships.Advise | | +| | | | the customer to | | +| | | | follow the | | +| | | | instructions in | | +| | | | the Quick Start | | +| | | | Guide included | | +| | | | in the box to | | +| | | | activate their | | +| | | | new equipment.C | | +| | | | redit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OPUS - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with | | +| | | | Source: | | +| | | | Content: Device | | +| | | | Troubleshooting | | +| | | | ¶ Before | | +| | | | attempting to | | +| | | | Exchange | | +| | | | Equipment, | | +| | | | determine why | | +| | | | the customer | | +| | | | would like to | | +| | | | return the | | +| | | | equipment. If | | +| | | | there is a | | +| | | | problem with | | +| | | | the equipment, | | +| | | | attempt to | | +| | | | resolve using | | +| | | | the | | +| | | | troubleshooting | | +| | | | pages below:¶ | | +| | | | Billing Issue | | +| | | | (BILog) and | | +| | | | Device Issue | | +| | | | (DI) Logs / | | +| | | | Software | | +| | | | UpdatesDevice | | +| | | | Troubleshooting | | +| | | | Policy - BCSS ¶ | | +| | | | ¶ Device | | +| | | | Eligibility | | +| | | | Use Order | | +| | | | Track, rather | | +| | | | than the | | +| | | | biller, to | | +| | | | determine the | | +| | | | number of days | | +| | | | since the | | +| | | | equipment was | | +| | | | shipped or | | +| | | | purchased in | | +| | | | store. ¶ This | | +| | | | is based on the | | +| | | | number of | | +| | | | calendar days. | | +| | | | DF Orders: Day | | +| | | | one is the | | +| | | | third day after | | +| | | | the device was | | +| | | | shipped. | | +| | | | Purchased at a | | +| | | | retail | | +| | | | location: Day | | +| | | | one is the day | | +| | | | after the | | +| | | | customer | | +| | | | purchased the | | +| | | | device. | | +| | | | Example: If the | | +| | | | customer | | +| | | | purchases the | | +| | | | device cash and | | +| | | | carry at 8:30 | | +| | | | p.m. on | | +| | | | September 24, | | +| | | | the next day is | | +| | | | considered day | | +| | | | one. The CRU | | +| | | | FAN customer | | +| | | | has until the | | +| | | | end of October | | +| | | | 24, while the | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customer would | | +| | | | have until the | | +| | | | end of October | | +| | | | 8 to return the | | +| | | | device in-store | | +| | | | or initiate a | | +| | | | return by | | +| | | | mail.See the | | +| | | | Contoso Mobility | | +| | | | Return Policy. | | +| | | | The eligibility | | +| | | | criteria below | | +| | | | may not reflect | | +| | | | the return | | +| | | | policies of | | +| | | | National | | +| | | | Retailers of | | +| | | | Contoso. ¶ ¶ | | +| | | | EligibleNot Eli | | +| | | | gibleEquipment | | +| | | | must be:¶ In | | +| | | | like-new | | +| | | | condition with | | +| | | | no physical or | | +| | | | liquid damage | | +| | | | (includes Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment from | | +| | | | wireless.att.co | | +| | | | m and direct- | | +| | | | fulfillment | | +| | | | orders)In the | | +| | | | original | | +| | | | packaging* | | +| | | | accompanied | | +| | | | with a receipt: | | +| | | | ¶ Original | | +| | | | packaging may | | +| | | | have the UPC | | +| | | | code cut from | | +| | | | the box for | | +| | | | rebate | | +| | | | purposes.If | | +| | | | only the | | +| | | | manufacturer's | | +| | | | box is absent, | | +| | | | all original | | +| | | | contents can be | | +| | | | returned in | | +| | | | another box.¶ | | +| | | | A device that | | +| | | | was an out-of- | | +| | | | box failure | | +| | | | (OBF)¶ One | | +| | | | equipment | | +| | | | exchange within | | +| | | | 30 days of | | +| | | | original order | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU. | | +| | | | Exceptions:¶ ¶ | | +| | | | Closeout | | +| | | | pricing device | | +| | | | that was out- | | +| | | | of-the box | | +| | | | failure or dead | | +| | | | on arrival | | +| | | | (DOA).Allow | | +| | | | customers with | | +| | | | a disability | | +| | | | multiple | | +| | | | exchanges to | | +| | | | ensure their | | +| | | | equipment | | +| | | | selection meets | | +| | | | their needs.If | | +| | | | the exchange | | +| | | | request is due | | +| | | | to a | | +| | | | manufacturer | | +| | | | defect within | | +| | | | the first 30 | | +| | | | days of | | +| | | | purchase for | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU, | | +| | | | multiple | | +| | | | exchanges are | | +| | | | allowed with | | +| | | | manager | | +| | | | approval and | | +| | | | notation on the | | +| | | | account.¶ ¶ | | +| | | | Equipment | | +| | | | that:¶ Has | | +| | | | physical or | | +| | | | liquid | | +| | | | damage.Is not | | +| | | | Contoso-branded.¶ | | +| | | | Gift and | | +| | | | Ringtone | | +| | | | cardsSIM | | +| | | | cardsIncomplete | | +| | | | device kits, | | +| | | | unless | | +| | | | delivered to | | +| | | | customer | | +| | | | incomplete | | +| | | | Equipment is | | +| | | | Lost or | | +| | | | StolenEquipment | | +| | | | received via | | +| | | | Mobile Insuranc | | +| | | | eEquipment sold | | +| | | | at the closeout | | +| | | | price* ¶ ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile | | +| | | | Insurance for | | +| | | | non-iPhone devi | | +| | | | ces.Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing¶ ¶ | | +| | | | *Closeout | | +| | | | Pricing Policy¶ | | +| | | | ¶ Equipment | | +| | | | sold at the | | +| | | | closeout price | | +| | | | is considered | | +| | | | final. | | +| | | | Customers | | +| | | | purchasing a | | +| | | | device sold at | | +| | | | closeout | | +| | | | pricing are not | | +| | | | eligible to | | +| | | | exchange for a | | +| | | | different | | +| | | | device except | | +| | | | dead on arrival | | +| | | | (DOA) or OBF. | | +| | | | Closeout | | +| | | | equipment can | | +| | | | be returned if | | +| | | | the service is | | +| | | | being | | +| | | | cancelled, for | | +| | | | new | | +| | | | activations, or | | +| | | | if an existing | | +| | | | customer wishes | | +| | | | to return to | | +| | | | their previous | | +| | | | or COAM | | +| | | | device.¶ | | +| | | | Exchange | | +| | | | Ineligible The | | +| | | | equipment is | | +| | | | outside the | | +| | | | return period | | +| | | | or Not Eligible | | +| | | | to return. | | +| | | | Provide these | | +| | | | options: ¶ | | +| | | | Check to see if | | +| | | | the device is | | +| | | | eligible for a | | +| | | | warranty | | +| | | | exchange. | | +| | | | Choose the | | +| | | | correct link | | +| | | | for your | | +| | | | group:¶ BCSS: | | +| | | | Device Warranty | | +| | | | Exchange | | +| | | | Process - | | +| | | | ATS/MTS RLM: | | +| | | | See the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | article for | | +| | | | your group. ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile Insu | | +| | | | rance.Purchase | | +| | | | a phone at no- | | +| | | | commitment | | +| | | | pricing.¶ | | +| | | | Exchange | | +| | | | Eligible For | | +| | | | Apple-related | | +| | | | issues from a | | +| | | | direct- | | +| | | | fulfillment | | +| | | | customer: ¶ | | +| | | | Ask the | | +| | | | customer if the | | +| | | | shrink wrap or | | +| | | | box is damaged. | | +| | | | ¶ If the | | +| | | | shrink wrap or | | +| | | | box is damaged, | | +| | | | the issue is | | +| | | | with shipping, | | +| | | | not the | | +| | | | manufacturer. | | +| | | | Advise the | | +| | | | customer to | | +| | | | contact the | | +| | | | shipping agent. | | +| | | | If the device | | +| | | | is dead-on- | | +| | | | arrival (DOA) | | +| | | | or otherwise | | +| | | | contains a | | +| | | | manufacturer's | | +| | | | defect, refer | | +| | | | the customer to | | +| | | | Apple Customer | | +| | | | Care. ¶ For | | +| | | | non-Apple | | +| | | | equipment | | +| | | | issues, proceed | | +| | | | with the | | +| | | | exchange | | +| | | | process. What | | +| | | | the Customer | | +| | | | Needs to Know: | | +| | | | ¶ ¶ Shipping | | +| | | | Expectations ¶ | | +| | | | ¶ | | +| | | | Standard/second | | +| | | | day ($9.95) | | +| | | | U.S. delivery P | | +| | | | riority/overnig | | +| | | | ht ($14.95) | | +| | | | U.S. delivery: | | +| | | | ¶ Orders | | +| | | | placed after 5 | | +| | | | p.m. ET ship | | +| | | | the following | | +| | | | day. If S&H | | +| | | | charge applies, | | +| | | | advise the | | +| | | | customer of the | | +| | | | fee.If you need | | +| | | | additional | | +| | | | details, review | | +| | | | Shipping Rules | | +| | | | and Guidelines | | +| | | | ¶ ¶ Device | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer is | | +| | | | being provided | | +| | | | a credit even | | +| | | | though they are | | +| | | | beyond the | | +| | | | return period, | | +| | | | have the | | +| | | | customer send | | +| | | | back the device | | +| | | | – refer to: | | +| | | | Return | | +| | | | Label/Status | | +| | | | process. If the | | +| | | | customer wants | | +| | | | to Cancel | | +| | | | service:  | | +| | | | The customer | | +| | | | may cancel; | | +| | | | however, they | | +| | | | will be charged | | +| | | | the full retail | | +| | | | price of the | | +| | | | equipment or an | | +| | | | Early | | +| | | | Termination Fee | | +| | | | since the | | +| | | | equipment is | | +| | | | not eligible | | +| | | | for return. | | +| | | | Refer to the | | +| | | | Service | | +| | | | Cancellation | | +| | | | section of the | | +| | | |  Contoso Mobility | | +| | | | Return Policy . | | +| | | | If the customer | | +| | | | is porting | | +| | | | their number | | +| | | | out to another | | +| | | | carrier, do not | | +| | | | cancel their | | +| | | | service. Refer | | +| | | | to LNP (Number | | +| | | | Transfer) Port- | | +| | | | Out - BCSS for | | +| | | | details.  | | +| | | | Follow standard | | +| | | | cancellation | | +| | | | procedures for | | +| | | | your group:  | | +| | | | BMC: | | +| | | | Cancellation, | | +| | | | Retention, and | | +| | | | Red Flag | | +| | | | Procedures | | +| | | | BME: | | +| | | | Cancellation of | | +| | | | a Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | Do not use a | | +| | | | buyer's remorse | | +| | | | reason code.  | | +| | | | The customer is | | +| | | | responsible for | | +| | | | all applicable | | +| | | | monthly | | +| | | | charges, | | +| | | | activation fee, | | +| | | | and ETFs. Back | | +| | | | to Top Return | | +| | | | Eligible | | +| | | | Determine if | | +| | | | the customer | | +| | | | wants to Cancel | | +| | | | Service or Keep | | +| | | | Service. If | | +| | | | the customer | | +| | | | wishes to | | +| | | | Cancel Service: | | +| | | | Make a save | | +| | | | attempt. | | +| | | | Select the | | +| | | | cancellation | | +| | | | policy for your | | +| | | | group: BMC: | | +| | | | Cancellation, | | +| | | | Retention, and | | +| | | | Red Flag | | +| | | | Procedures | | +| | | | BME: | | +| | | | Cancellation of | | +| | | | a Corporate | | +| | | | Responsibility | | +| | | | User (CRU)   | | +| | | | Transfer all | | +| | | | other customers | | +| | | | to BMC. If the | | +| | | | customer is | | +| | | | porting their | | +| | | | number out to | | +| | | | another | | +| | | | carrier, do not | | +| | | | cancel their | | +| | | | service. Refer | | +| | | | to LNP (Number | | +| | | | Transfer) Port- | | +| | | | Out - BCSS for | | +| | | | details. | | +| | | | Delete any | | +| | | | parked | | +| | | | information and | | +| | | | cancel service. | | +| | | | See Delete | | +| | | | Parked | | +| | | | Information - | | +| | | | OPUS - Business | | +| | | | . Cancel the | | +| | | | service in | | +| | | | Telegence for | | +| | | | Buyer's Remorse | | +| | | | (BRE). · | | +| | | | Effective Date | | +| | | | - today's date. | | +| | | | · The Penalty | | +| | | | Treatment | | +| | | | defaults to | | +| | | | Waive Penalty | | +| | | | checked (reason | | +| | | | CTFA - credit- | | +| | | | contract term | | +| | | | fee). | | +| | | | Telegence | | +| | | | automatically | | +| | | | waives the | | +| | | | following when | | +| | | | BRE is | | +| | | | selected: | | +| | | | Activation fee | | +| | | | (if within | | +| | | | three days) | | +| | | | ETF Prorated | | +| | | | MRC Note the | | +| | | | account. The | | +| | | | cancellation is | | +| | | | effective | | +| | | | today. Fees | | +| | | | and adjustments | | +| | | | (ETF, | | +| | | | activation fee, | | +| | | | MRC) details. | | +| | | | Save attempt | | +| | | | details, if | | +| | | | applicable. | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know: | | +| | | | Cancel Service | | +| | | | Keep Service | | +| | | | Active Include | | +| | | | the following | | +| | | | with the | | +| | | | return: | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging. | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | |  Returned | | +| | | | equipment | | +| | | | should have all | | +| | | | security codes, | | +| | | | passwords, and | | +| | | | security locks | | +| | | | removed by the | | +| | | | customer. | | +| | | |  Customers must | | +| | | | remove Find My | | +| | | | iPhone | | +| | | | Activation Lock | | +| | | | from an iOS | | +| | | | device before | | +| | | | service, | | +| | | | return, or | | +| | | | exchange: To | | +| | | | assist a | | +| | | | customer with | | +| | | | disabling Find | | +| | | | My iPhone, | | +| | | | refer to How do | | +| | | | I turn off Find | | +| | | | My iPhone | | +| | | | remotely in | | +| | | | iCloud. | | +| | | | Service can be | | +| | | | resumed within | | +| | | | 59 days: | | +| | | | Contoso cannot | | +| | | | guarantee their | | +| | | | number(s) will | | +| | | | be available | | +| | | | upon | | +| | | | reinstatement. | | +| | | | If service is | | +| | | | reinstated to | | +| | | | active within | | +| | | | 59 days, the | | +| | | | Rollover | | +| | | | Minutes are | | +| | | | retained. | | +| | | | The | | +| | | | cancellation is | | +| | | | effective | | +| | | | today. The ETF | | +| | | | is waived. | | +| | | | Refund the | | +| | | | equipment | | +| | | | upgrade fee if | | +| | | | equipment is | | +| | | | returned within | | +| | | | three days of | | +| | | | the purchase | | +| | | | date. The | | +| | | | activation fee | | +| | | | is waived if | | +| | | | cancelled | | +| | | | within three | | +| | | | days, excluding | | +| | | | weekends. The | | +| | | | customer is | | +| | | | responsible for | | +| | | | all usage | | +| | | | charges | | +| | | | associated with | | +| | | | the line being | | +| | | | cancelled, up | | +| | | | to the date of | | +| | | | cancellation: | | +| | | | The customer | | +| | | | receives a | | +| | | | final prorated | | +| | | | invoice. | | +| | | | For information | | +| | | | about deposit | | +| | | | refunds, see | | +| | | | the Payment | | +| | | | Research and | | +| | | | Refunds | | +| | | | Decision Flow. | | +| | | | Include the | | +| | | | following with | | +| | | | the return: | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | | Returned | | +| | | | equipment | | +| | | | should have all | | +| | | | security codes, | | +| | | | passwords, and | | +| | | | security locks | | +| | | | removed by the | | +| | | | customer. | | +| | | | Customers must | | +| | | | remove Find My | | +| | | | iPhone | | +| | | | Activation Lock | | +| | | | from an iOS | | +| | | | device before | | +| | | | service, | | +| | | | return, or | | +| | | | exchange: To | | +| | | | assist a | | +| | | | customer with | | +| | | | disabling Find | | +| | | | My iPhone, | | +| | | | refer to How do | | +| | | | I turn off Find | | +| | | | My iPhone | | +| | | | remotely in | | +| | | | iCloud. Contoso | | +| | | | cannot accept | | +| | | | an iOS device | | +| | | | marked as lost | | +| | | | for service or | | +| | | | exchange under | | +| | | | any | | +| | | | circumstances. | | +| | | | Device and all | | +| | | | components | | +| | | | (manual, | | +| | | | battery, | | +| | | | software, and | | +| | | | charger). The | | +| | | | customer does | | +| | | | not need to | | +| | | | return the SIM | | +| | | | to be eligible | | +| | | | for the refund. | | +| | | | The customer is | | +| | | | responsible for | | +| | | | all usage | | +| | | | charges | | +| | | | associated with | | +| | | | the line being | | +| | | | returned. | | +| | | | Refund the | | +| | | | equipment | | +| | | | upgrade fee if | | +| | | | equipment is | | +| | | | returned within | | +| | | | three days of | | +| | | | the purchase | | +| | | | date.  For | | +| | | | upgrade | | +| | | | returns, | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 38 | What kind of | I don't | Content: Device | 3 | +| | reporting is | know. Can | Troubleshooting | | +| | provided to | you please | ¶ Before | | +| | the customer | provide more | attempting to | | +| | regarding | context or | Exchange | | +| | the status | information | Equipment, | | +| | of the | about the | determine why | | +| | devices | specific | the customer | | +| | returned? | process or | would like to | | +| | | system you | return the | | +| | | are | equipment. If | | +| | | referring | there is a | | +| | | to? | problem with | | +| | | | the equipment, | | +| | | | attempt to | | +| | | | resolve using | | +| | | | the | | +| | | | troubleshooting | | +| | | | pages below:¶ | | +| | | | Billing Issue | | +| | | | (BILog) and | | +| | | | Device Issue | | +| | | | (DI) Logs / | | +| | | | Software | | +| | | | UpdatesDevice | | +| | | | Troubleshooting | | +| | | | Policy - BCSS ¶ | | +| | | | ¶ Device | | +| | | | Eligibility | | +| | | | Use Order | | +| | | | Track, rather | | +| | | | than the | | +| | | | biller, to | | +| | | | determine the | | +| | | | number of days | | +| | | | since the | | +| | | | equipment was | | +| | | | shipped or | | +| | | | purchased in | | +| | | | store. ¶ This | | +| | | | is based on the | | +| | | | number of | | +| | | | calendar days. | | +| | | | DF Orders: Day | | +| | | | one is the | | +| | | | third day after | | +| | | | the device was | | +| | | | shipped. | | +| | | | Purchased at a | | +| | | | retail | | +| | | | location: Day | | +| | | | one is the day | | +| | | | after the | | +| | | | customer | | +| | | | purchased the | | +| | | | device. | | +| | | | Example: If the | | +| | | | customer | | +| | | | purchases the | | +| | | | device cash and | | +| | | | carry at 8:30 | | +| | | | p.m. on | | +| | | | September 24, | | +| | | | the next day is | | +| | | | considered day | | +| | | | one. The CRU | | +| | | | FAN customer | | +| | | | has until the | | +| | | | end of October | | +| | | | 24, while the | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customer would | | +| | | | have until the | | +| | | | end of October | | +| | | | 8 to return the | | +| | | | device in-store | | +| | | | or initiate a | | +| | | | return by | | +| | | | mail.See the | | +| | | | Contoso Mobility | | +| | | | Return Policy. | | +| | | | The eligibility | | +| | | | criteria below | | +| | | | may not reflect | | +| | | | the return | | +| | | | policies of | | +| | | | National | | +| | | | Retailers of | | +| | | | Contoso. ¶ ¶ | | +| | | | EligibleNot Eli | | +| | | | gibleEquipment | | +| | | | must be:¶ In | | +| | | | like-new | | +| | | | condition with | | +| | | | no physical or | | +| | | | liquid damage | | +| | | | (includes Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment from | | +| | | | wireless.att.co | | +| | | | m and direct- | | +| | | | fulfillment | | +| | | | orders)In the | | +| | | | original | | +| | | | packaging* | | +| | | | accompanied | | +| | | | with a receipt: | | +| | | | ¶ Original | | +| | | | packaging may | | +| | | | have the UPC | | +| | | | code cut from | | +| | | | the box for | | +| | | | rebate | | +| | | | purposes.If | | +| | | | only the | | +| | | | manufacturer's | | +| | | | box is absent, | | +| | | | all original | | +| | | | contents can be | | +| | | | returned in | | +| | | | another box.¶ | | +| | | | A device that | | +| | | | was an out-of- | | +| | | | box failure | | +| | | | (OBF)¶ One | | +| | | | equipment | | +| | | | exchange within | | +| | | | 30 days of | | +| | | | original order | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU. | | +| | | | Exceptions:¶ ¶ | | +| | | | Closeout | | +| | | | pricing device | | +| | | | that was out- | | +| | | | of-the box | | +| | | | failure or dead | | +| | | | on arrival | | +| | | | (DOA).Allow | | +| | | | customers with | | +| | | | a disability | | +| | | | multiple | | +| | | | exchanges to | | +| | | | ensure their | | +| | | | equipment | | +| | | | selection meets | | +| | | | their needs.If | | +| | | | the exchange | | +| | | | request is due | | +| | | | to a | | +| | | | manufacturer | | +| | | | defect within | | +| | | | the first 30 | | +| | | | days of | | +| | | | purchase for | | +| | | | CRU or 14 days | | +| | | | for Contoso | | +| | | | Signature | | +| | | | Program and | | +| | | | non-FAN CRU, | | +| | | | multiple | | +| | | | exchanges are | | +| | | | allowed with | | +| | | | manager | | +| | | | approval and | | +| | | | notation on the | | +| | | | account.¶ ¶ | | +| | | | Equipment | | +| | | | that:¶ Has | | +| | | | physical or | | +| | | | liquid | | +| | | | damage.Is not | | +| | | | Contoso-branded.¶ | | +| | | | Gift and | | +| | | | Ringtone | | +| | | | cardsSIM | | +| | | | cardsIncomplete | | +| | | | device kits, | | +| | | | unless | | +| | | | delivered to | | +| | | | customer | | +| | | | incomplete | | +| | | | Equipment is | | +| | | | Lost or | | +| | | | StolenEquipment | | +| | | | received via | | +| | | | Mobile Insuranc | | +| | | | eEquipment sold | | +| | | | at the closeout | | +| | | | price* ¶ ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile | | +| | | | Insurance for | | +| | | | non-iPhone devi | | +| | | | ces.Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing¶ ¶ | | +| | | | *Closeout | | +| | | | Pricing Policy¶ | | +| | | | ¶ Equipment | | +| | | | sold at the | | +| | | | closeout price | | +| | | | is considered | | +| | | | final. | | +| | | | Customers | | +| | | | purchasing a | | +| | | | device sold at | | +| | | | closeout | | +| | | | pricing are not | | +| | | | eligible to | | +| | | | exchange for a | | +| | | | different | | +| | | | device except | | +| | | | dead on arrival | | +| | | | (DOA) or OBF. | | +| | | | Closeout | | +| | | | equipment can | | +| | | | be returned if | | +| | | | the service is | | +| | | | being | | +| | | | cancelled, for | | +| | | | new | | +| | | | activations, or | | +| | | | if an existing | | +| | | | customer wishes | | +| | | | to return to | | +| | | | their previous | | +| | | | or COAM | | +| | | | device.¶ | | +| | | | Exchange | | +| | | | Ineligible The | | +| | | | equipment is | | +| | | | outside the | | +| | | | return period | | +| | | | or Not Eligible | | +| | | | to return. | | +| | | | Provide these | | +| | | | options: ¶ | | +| | | | Check to see if | | +| | | | the device is | | +| | | | eligible for a | | +| | | | warranty | | +| | | | exchange. | | +| | | | Choose the | | +| | | | correct link | | +| | | | for your | | +| | | | group:¶ BCSS: | | +| | | | Device Warranty | | +| | | | Exchange | | +| | | | Process - | | +| | | | ATS/MTS RLM: | | +| | | | See the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | article for | | +| | | | your group. ¶ | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Mobile Insu | | +| | | | rance.Purchase | | +| | | | a phone at no- | | +| | | | commitment | | +| | | | pricing.¶ | | +| | | | Exchange | | +| | | | Eligible For | | +| | | | Apple-related | | +| | | | issues from a | | +| | | | direct- | | +| | | | fulfillment | | +| | | | customer: ¶ | | +| | | | Ask the | | +| | | | customer if the | | +| | | | shrink wrap or | | +| | | | box is damaged. | | +| | | | ¶ If the | | +| | | | shrink wrap or | | +| | | | box is damaged, | | +| | | | the issue is | | +| | | | with shipping, | | +| | | | not the | | +| | | | manufacturer. | | +| | | | Advise the | | +| | | | customer to | | +| | | | contact the | | +| | | | shipping agent. | | +| | | | If the device | | +| | | | is dead-on- | | +| | | | arrival (DOA) | | +| | | | or otherwise | | +| | | | contains a | | +| | | | manufacturer's | | +| | | | defect, refer | | +| | | | the customer to | | +| | | | Apple Customer | | +| | | | Care. ¶ For | | +| | | | non-Apple | | +| | | | equipment | | +| | | | issues, proceed | | +| | | | with the | | +| | | | exchange | | +| | | | process. What | | +| | | | the Customer | | +| | | | Needs to Know: | | +| | | | ¶ ¶ Shipping | | +| | | | Expectations ¶ | | +| | | | ¶ | | +| | | | Standard/second | | +| | | | day ($9.95) | | +| | | | U.S. delivery P | | +| | | | riority/overnig | | +| | | | ht ($14.95) | | +| | | | U.S. delivery: | | +| | | | ¶ Orders | | +| | | | placed after 5 | | +| | | | p.m. ET ship | | +| | | | the following | | +| | | | day. If S&H | | +| | | | charge applies, | | +| | | | advise the | | +| | | | customer of the | | +| | | | fee.If you need | | +| | | | additional | | +| | | | details, review | | +| | | | Shipping Rules | | +| | | | and Guidelines | | +| | | | ¶ ¶ Device | | +| | | | Source: | | +| | | | Content: | | +| | | | transactions | | +| | | | completed and | | +| | | | communicate | | +| | | | them to the | | +| | | | customer.¶ ¶ | | +| | | | ¶ Promote | | +| | | | Self-Service¶ | | +| | | | Customers can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus. | | +| | | | ◦Status for | | +| | | | orders placed | | +| | | | in the last 24 | | +| | | | hours may not | | +| | | | be available.En | | +| | | | tering the | | +| | | | customer's | | +| | | | email address | | +| | | | (checkout | | +| | | | screen) sends | | +| | | | the customer | | +| | | | order | | +| | | | notification | | +| | | | that the device | | +| | | | has | | +| | | | shipped.Refer | | +| | | | the customer to | | +| | | | www.att.com/dev | | +| | | | icehowto for | | +| | | | device | | +| | | | support.¶ Post | | +| | | | Call | | +| | | | Notification¶ | | +| | | | Send a PCN as | | +| | | | outlined in | | +| | | | your groups PCN | | +| | | | policy.¶ | | +| | | | Device | | +| | | | Expectations¶ | | +| | | | The order does | | +| | | | not ship until | | +| | | | online T&Cs are | | +| | | | accepted by the | | +| | | | customer.Shared | | +| | | | Upgrades | | +| | | | sometimes | | +| | | | require a visit | | +| | | | to an Contoso | | +| | | | Retail store or | | +| | | | a call to | | +| | | | Customer | | +| | | | Service to | | +| | | | activate the | | +| | | | device on the | | +| | | | correct CTN. | | +| | | | This occurs | | +| | | | when rep | | +| | | | performs a | | +| | | | "manual cross- | | +| | | | upgrade" rather | | +| | | | than using the | | +| | | | correct | | +| | | | flow.Refer the | | +| | | | customer to the | | +| | | | Copy Contact | | +| | | | Wizard (att.com | | +| | | | /learningcenter | | +| | | | /copy- | | +| | | | contacts.do) | | +| | | | and Device | | +| | | | Support (www.at | | +| | | | t.com/devicesup | | +| | | | port) for | | +| | | | instructions on | | +| | | | transferring | | +| | | | contacts | | +| | | | between | | +| | | | devices.Offer | | +| | | | Contoso Protect | | +| | | | Advantage and | | +| | | | Device | | +| | | | Protection | | +| | | | during an | | +| | | | upgrade if the | | +| | | | customer is not | | +| | | | enrolled.¶ If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ Does | | +| | | | not qualify for | | +| | | | any upgrade | | +| | | | optionIf the | | +| | | | customer | | +| | | | disputes their | | +| | | | upgrade | | +| | | | eligibility | | +| | | | date, complete | | +| | | | the | | +| | | | troubleshooting | | +| | | | steps in | | +| | | | Customer | | +| | | | Disputes | | +| | | | Upgrade | | +| | | | Eligibility | | +| | | | Date - BCSS.Sec | | +| | | | ured/Override | | +| | | | or does not | | +| | | | want to | | +| | | | purchaseProvide | | +| | | | the customer | | +| | | | with the | | +| | | | following | | +| | | | information.¶ | | +| | | | Contoso is | | +| | | | committed to | | +| | | | offering the | | +| | | | best new | | +| | | | devices at a | | +| | | | discounted | | +| | | | price when a | | +| | | | customer is | | +| | | | eligible to | | +| | | | upgrade. Many | | +| | | | factors are | | +| | | | considered when | | +| | | | determining | | +| | | | price and | | +| | | | eligibility.¶ | | +| | | | Some of those | | +| | | | factors are | | +| | | | tenure, | | +| | | | revenue, and | | +| | | | date of last | | +| | | | upgrade. ¶ | | +| | | | Customers may | | +| | | | see different | | +| | | | pricing | | +| | | | structures | | +| | | | through various | | +| | | | different | | +| | | | channels, that | | +| | | | is, myContoso, | | +| | | | Premier, and | | +| | | | retail.¶ A | | +| | | | customer may | | +| | | | upgrade through | | +| | | | other channels | | +| | | | if they are | | +| | | | eligible for an | | +| | | | upgrade. | | +| | | | Equipment | | +| | | | pricing may be | | +| | | | less online at | | +| | | | times due to | | +| | | | the lower | | +| | | | overhead costs. | | +| | | | This is a | | +| | | | common practice | | +| | | | with many | | +| | | | retail | | +| | | | organizations. | | +| | | | ¶ Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | devices may be | | +| | | | available | | +| | | | through Premier | | +| | | | or att.com/wire | | +| | | | less.¶ | | +| | | | Customers would | | +| | | | need to order | | +| | | | through those | | +| | | | sales channels | | +| | | | to take | | +| | | | advantage of | | +| | | | Contoso Certified | | +| | | | Restored | | +| | | | devices.The | | +| | | | only difference | | +| | | | with an Contoso | | +| | | | Certified | | +| | | | Restored device | | +| | | | is the actual | | +| | | | handset and | | +| | | | pricing, all | | +| | | | other ordering | | +| | | | and | | +| | | | return/exchange | | +| | | | rules are | | +| | | | standard.¶ ¶ | | +| | | | Price | | +| | | | Overrides¶ | | +| | | | OPUS automates | | +| | | | the best | | +| | | | available | | +| | | | prices for the | | +| | | | customer. Never | | +| | | | proactively | | +| | | | offer Price | | +| | | | Overrides. Use | | +| | | | Price Overrides | | +| | | | as a last | | +| | | | resort. All | | +| | | | Price Overrides | | +| | | | are subject to | | +| | | | audits and | | +| | | | reporting. Each | | +| | | | channel has an | | +| | | | approved | | +| | | | threshold for | | +| | | | adjusting | | +| | | | equipment | | +| | | | prices. Do not | | +| | | | offer to adjust | | +| | | | the equipment | | +| | | | price prior to | | +| | | | reviewing your | | +| | | | channel's | | +| | | | policy.Complete | | +| | | | all the | | +| | | | necessary steps | | +| | | | and obtain | | +| | | | approvals | | +| | | | before | | +| | | | completing a | | +| | | | price override. | | +| | | | See Equipment | | +| | | | Price Overrides | | +| | | | - BCSS.¶ Terms | | +| | | | and Conditions | | +| | | | Expectations¶ | | +| | | | Remind customer | | +| | | | of their | | +| | | | contract | | +| | | | renewal and | | +| | | | ETF.¶ | | +| | | | Smartphones and | | +| | | | netbooks = $325 | | +| | | | with a $10 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.Standard | | +| | | | devices = $150 | | +| | | | with a $4 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.¶ | | +| | | | Customers who | | +| | | | ordered a | | +| | | | device that did | | +| | | | require an | | +| | | | email address | | +| | | | for T&Cs | | +| | | | acceptance must | | +| | | | accept T&Cs | | +| | | | sent to their | | +| | | | email address | | +| | | | provided before | | +| | | | their device | | +| | | | ships.Advise | | +| | | | the customer to | | +| | | | follow the | | +| | | | instructions in | | +| | | | the Quick Start | | +| | | | Guide included | | +| | | | in the box to | | +| | | | activate their | | +| | | | new equipment.I | | +| | | | nform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable. ¶ | | +| | | | Shipping | | +| | | | Expectations | | +| | | | Ask the | | +| | | | customer if | | +| | | | they want | | +| | | | standard or | | +| | | | overnight | | +| | | | shipping to set | | +| | | | the proper | | +| | | | expectation.¶ | | +| | | | Standard/second | | +| | | | day ($9.95) | | +| | | | U.S. delivery, | | +| | | | typically | | +| | | | delivered | | +| | | | within 3 | | +| | | | Source: | | +| | | | Content: What's | | +| | | | New October 6, | | +| | | | 2022 Update: | | +| | | | Updates are | | +| | | | under the Send | | +| | | | a return label | | +| | | | section and | | +| | | | highlighted in | | +| | | | yellow. This | | +| | | | round of | | +| | | | updates are due | | +| | | | to minor | | +| | | | changes made to | | +| | | | the Pitney | | +| | | | Bowes Website. | | +| | | | September 7, | | +| | | | 2022 Update: | | +| | | | Updated the | | +| | | | return label | | +| | | | and tracking a | | +| | | | return steps | | +| | | | under the | | +| | | | following | | +| | | | sections | | +| | | | Customer does | | +| | | | not have BRE | | +| | | | label that was | | +| | | | shipped with | | +| | | | the device and | | +| | | | Return Not | | +| | | | Showing in | | +| | | | Order Track. | | +| | | | Duplicate | | +| | | | Return Label | | +| | | | Determine the | | +| | | | Sales channel | | +| | | | where the | | +| | | | customer | | +| | | | activated servi | | +| | | | ce/purchased | | +| | | | equipment.¶ | | +| | | | Use the Store | | +| | | | Locator to | | +| | | | determine the | | +| | | | type of retail | | +| | | | store. Retail, | | +| | | | Authorized | | +| | | | Retail, | | +| | | | National | | +| | | | Dealer, | | +| | | | National | | +| | | | Retailer | | +| | | | customers | | +| | | | return/exchange | | +| | | | equipment at | | +| | | | their original | | +| | | | place of | | +| | | | purchase and | | +| | | | may be subject | | +| | | | to their | | +| | | | retailer’s | | +| | | | specific | | +| | | | return/exchange | | +| | | | policies. For | | +| | | | orders to | | +| | | | determine the | | +| | | | Sales channel:¶ | | +| | | | Find the YODA | | +| | | | Location ID in | | +| | | | Order Track, or | | +| | | | in the account | | +| | | | notes. ¶ Hover | | +| | | | over Order | | +| | | | Track and | | +| | | | select Orders. | | +| | | | Enter the CTN | | +| | | | and click | | +| | | | Search.¶ Use | | +| | | | the Quick | | +| | | | Reference list | | +| | | | below.¶ Quick | | +| | | | Reference¶ ¶ | | +| | | | Location ID | | +| | | | Department | | +| | | | /Channel V500 | | +| | | | Mobility | | +| | | | Customer | | +| | | | Service/Sales | | +| | | | and Service | | +| | | | (MCC/MSS) Q100 | | +| | | | Customer | | +| | | | Lifecycle | | +| | | | Management | | +| | | | (CLM) Q400 | | +| | | | Virtual Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales) N043 | | +| | | | Wired (Home | | +| | | | Solutions) | | +| | | | K004, K006, | | +| | | | K014, K016, | | +| | | | K034, and K036 | | +| | | | Online Back | | +| | | | Office - | | +| | | | att.com Web | | +| | | | site/Consumer | | +| | | | Digital | | +| | | | Experience | | +| | | | V002 National | | +| | | | Center for | | +| | | | Customers with | | +| | | | Disabilities | | +| | | | (NCCD) 0INS | | +| | | | Insurance 0RLM | | +| | | | Warranty | | +| | | | Service Center | | +| | | | (WSC) PDLR | | +| | | | Authorized | | +| | | | Retail K008, | | +| | | | K022, KP01 | | +| | | | Premier Support | | +| | | | - Premier Web | | +| | | | Site N081 SIG | | +| | | | CSE (Contoso | | +| | | | Signature | | +| | | | Program | | +| | | | Customer | | +| | | | Service) N065, | | +| | | | N066, and N097 | | +| | | | BCS Channels | | +| | | | (BMSC, BMSS, | | +| | | | and NBSC) Q011 | | +| | | | and Q015 | | +| | | | Business | | +| | | | Telesales | | +| | | | (Virtual Sales | | +| | | | Experience | | +| | | | (formerly | | +| | | | DMDR/Mobility | | +| | | | Sales) and | | +| | | | Small Business) | | +| | | | N111 National | | +| | | | Retail | | +| | | | Customer does | | +| | | | not have BRE | | +| | | | label that was | | +| | | | shipped with | | +| | | | the device: | | +| | | | Send a return | | +| | | | label.¶ ¶ 1. | | +| | | | Select Pitney | | +| | | | Bowes Client | | +| | | | Connect. 2. | | +| | | | Enter the RMA | | +| | | | number | | +| | | | associated with | | +| | | | the return. 3. | | +| | | | Select | | +| | | | "Continue" | | +| | | | Button 4. | | +| | | | Enter the | | +| | | | customer’s | | +| | | | name, address, | | +| | | | and email | | +| | | | address (for | | +| | | | confirmation). | | +| | | | 5. Enter email | | +| | | | address where | | +| | | | customer will | | +| | | | receive return | | +| | | | label. 6. | | +| | | | Optional: | | +| | | | select whether | | +| | | | the customer | | +| | | | wants to | | +| | | | receive | | +| | | | tracking | | +| | | | information via | | +| | | | email or text | | +| | | | message. | | +| | | | Reminder: | | +| | | | Confirm that | | +| | | | the customer | | +| | | | consents to | | +| | | | receive updates | | +| | | | on the status | | +| | | | of their return | | +| | | | via the email | | +| | | | or phone number | | +| | | | provided by | | +| | | | them during the | | +| | | | call. 7. | | +| | | | Select "Create | | +| | | | Shipping | | +| | | | Label." 8. | | +| | | | You will be | | +| | | | presented with | | +| | | | options for the | | +| | | | customer to (a) | | +| | | | print a copy of | | +| | | | their label or | | +| | | | (b) receive a | | +| | | | QR code for | | +| | | | USPS to scan. | | +| | | | 9. ¶ If you | | +| | | | select "Print | | +| | | | USPS Standard | | +| | | | Shipping Return | | +| | | | Label," this | | +| | | | page appears, | | +| | | | and you will | | +| | | | have the option | | +| | | | to (a) email a | | +| | | | copy of the | | +| | | | return label to | | +| | | | an alternate | | +| | | | email or (b) | | +| | | | schedule a free | | +| | | | USPS pickup. ¶ | | +| | | | ¶ ¶ If you | | +| | | | select "Copy | | +| | | | Alternate | | +| | | | Email," enter | | +| | | | the email | | +| | | | address the | | +| | | | customer would | | +| | | | like the label | | +| | | | to be delivered | | +| | | | to. If you | | +| | | | select | | +| | | | "Schedule Free | | +| | | | USPS Pickup," | | +| | | | this is the | | +| | | | screen appears | | +| | | | – enter all | | +| | | | necessary | | +| | | | details and | | +| | | | then select | | +| | | | "Schedule | | +| | | | Pickup" at the | | +| | | | bottom.¶ ¶ | | +| | | | 10. If you | | +| | | | select the QR | | +| | | | code option, | | +| | | | the QR code | | +| | | | will be emailed | | +| | | | to the | | +| | | | customer, which | | +| | | | they can | | +| | | | present to USPS | | +| | | | to scan. A | | +| | | | summary screen | | +| | | | of how to use | | +| | | | the Code will | | +| | | | display. Email | | +| | | | to customer: | | +| | | | Enter their | | +| | | | email address. | | +| | | | The email is | | +| | | | from Contoso | | +| | | | Returns and the | | +| | | | subject line | | +| | | | displays, Your | | +| | | | Contoso Return | | +| | | | Label is | | +| | | | Enclosed. The | | +| | | | Service Level | | +| | | | Agreement (SLA) | | +| | | | is less than 4 | | +| | | | hours. Email | | +| | | | to customer: | | +| | | | Enter their | | +| | | | email address. | | +| | | | The email is | | +| | | | from Contoso | | +| | | | Direct | | +| | | | Fulfillment | | +| | | | Returns and the | | +| | | | subject line | | +| | | | displays, Your | | +| | | | Contoso Return | | +| | | | Label is | | +| | | | Enclosed. The | | +| | | | Service Level | | +| | | | Agreement (SLA) | | +| | | | is less than 4 | | +| | | | hours. Ask the | | +| | | | customer to | | +| | | | retain the | | +| | | | return label | | +| | | | email or copy | | +| | | | the 24-digit | | +| | | | tracking number | | +| | | | in case | | +| | | | tracking of the | | +| | | | return is | | +| | | | necessary. ¶ | | +| | | | Return Status | | +| | | | The device | | +| | | | Source: | | +| | | | Content: Device | | +| | | | Troubleshooting | | +| | | | | Device | | +| | | | Eligibility | | | +| | | | Return | | +| | | | Ineligible | | +| | | | | Return | | +| | | | Eligible | Dual | | +| | | | SIM Dual | | +| | | | Standby What's | | +| | | | New October 6, | | +| | | | 2022 Update: | | +| | | | Updates are | | +| | | | under the Send | | +| | | | a return label | | +| | | | section | | +| | | | and highlighted | | +| | | | in yellow. This | | +| | | | round of | | +| | | | updates are due | | +| | | | to minor | | +| | | | changes made to | | +| | | | the Pitney | | +| | | | Bowes Website.S | | +| | | | eptember 7, | | +| | | | 2022 Update: | | +| | | | Updated the | | +| | | | return label | | +| | | | and tracking a | | +| | | | return steps | | +| | | | under the | | +| | | | Customer does | | +| | | | not have BRE | | +| | | | label that was | | +| | | | shipped with | | +| | | | the device sect | | +| | | | ion. Starting | | +| | | | July 18, | | +| | | | 2022, Customers | | +| | | | who have | | +| | | | purchased CRU t | | +| | | | ablets/Connecte | | +| | | | d Laptops will | | +| | | | now have 30 | | +| | | | days to | | +| | | | initiate a | | +| | | | return or | | +| | | | exchange. | | +| | | | Customers may | | +| | | | wish to return | | +| | | | their device | | +| | | | and may cancel | | +| | | | or retain their | | +| | | | service.  BRE | | +| | | | period for cash | | +| | | | and carry | | +| | | | begins day | | +| | | | after purchase | | +| | | | versus the | | +| | | | third day after | | +| | | | the ship date | | +| | | | for offers. | | +| | | | Do not use the | | +| | | | BRE process to | | +| | | | exchange an | | +| | | | Apple product | | +| | | | in need of | | +| | | | repair within | | +| | | | the first 30 | | +| | | | days, for | | +| | | | details refer | | +| | | | to Apple | | +| | | | Warranty | | +| | | | Replacement.  | | +| | | | Reference Non- | | +| | | | Returned Device | | +| | | | bill example | | +| | | | for an example | | +| | | | of how charges | | +| | | | will look on | | +| | | | the customers | | +| | | | bill. Device | | +| | | | Troubleshooting | | +| | | | Before | | +| | | | attempting to | | +| | | | Return or | | +| | | | Exchange | | +| | | | Equipment, | | +| | | | determine why | | +| | | | the customer | | +| | | | would like to | | +| | | | return the | | +| | | | equipment.  If | | +| | | | there is a | | +| | | | problem with | | +| | | | the equipment, | | +| | | | attempt to | | +| | | | resolve using: | | +| | | | Billing Issue | | +| | | | (BILog) and | | +| | | | Device Issue | | +| | | | (DI) Logs / | | +| | | | Software | | +| | | | Updates Device | | +| | | | Troubleshooting | | +| | | | Policy - BCSS | | +| | | | Back to Top | | +| | | | Device | | +| | | | Eligibility | | +| | | | Use Order | | +| | | | Track, rather | | +| | | | than the | | +| | | | biller, to | | +| | | | determine the | | +| | | | number of days | | +| | | | since the | | +| | | | equipment was | | +| | | | shipped or | | +| | | | purchased in | | +| | | | store.  This | | +| | | | is based on the | | +| | | | number of | | +| | | | calendar days.  | | +| | | | DF Orders: Day | | +| | | | one is the | | +| | | | third day after | | +| | | | the device was | | +| | | | shipped.  | | +| | | | Purchased at a | | +| | | | retail | | +| | | | location: Day | | +| | | | one is the day | | +| | | | after the | | +| | | | customer | | +| | | | purchased the | | +| | | | device.  | | +| | | | Example: If the | | +| | | | customer | | +| | | | purchases the | | +| | | | device cash and | | +| | | | carry at 8:30 | | +| | | | p.m. on | | +| | | | September 24, | | +| | | | the next day is | | +| | | | considered day | | +| | | | one. The CRU | | +| | | | FAN customer | | +| | | | has until the | | +| | | | end of October | | +| | | | 24, while the | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customer would | | +| | | | have until the | | +| | | | end of October | | +| | | | 8 to return the | | +| | | | device in-store | | +| | | | or initiate a | | +| | | | return by mail. | | +| | | | See the Contoso | | +| | | | Mobility Return | | +| | | | Policy.  The | | +| | | | eligibility | | +| | | | criteria below | | +| | | | may not reflect | | +| | | | the return | | +| | | | policies of | | +| | | | National | | +| | | | Retailers of | | +| | | | Contoso.  | | +| | | | Eligible Not | | +| | | | Eligible | | +| | | | Equipment must | | +| | | | be: In like- | | +| | | | new condition | | +| | | | with no | | +| | | | physical or | | +| | | | liquid damage | | +| | | | (includes Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | equipment from | | +| | | | wireless.att.co | | +| | | | m and orders) | | +| | | | In the original | | +| | | | packaging* | | +| | | | accompanied | | +| | | | with a receipt: | | +| | | | Original | | +| | | | packaging may | | +| | | | have the UPC | | +| | | | code cut from | | +| | | | the box for | | +| | | | rebate | | +| | | | purposes. If | | +| | | | only the | | +| | | | manufacturer's | | +| | | | box is absent, | | +| | | | all original | | +| | | | contents can be | | +| | | | returned in | | +| | | | another box. | | +| | | | A device that | | +| | | | was an out-of- | | +| | | | box failure | | +| | | | (OBF) | | +| | | | Equipment that: | | +| | | | Has physical or | | +| | | | liquid damage | | +| | | | Is not | | +| | | | Contoso-branded | | +| | | | Gift and | | +| | | | Ringtone cards | | +| | | | SIM card | | +| | | | Incomplete | | +| | | | device kits, | | +| | | | unless | | +| | | | delivered to | | +| | | | customer | | +| | | | incomplete | | +| | | | Equipment is | | +| | | | Lost or Stolen | | +| | | | Equipment | | +| | | | received via | | +| | | | Device | | +| | | | Protection | | +| | | | Equipment sold | | +| | | | at the closeout | | +| | | | price* | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Device | | +| | | | Protection for | | +| | | | non-iPhone | | +| | | | devices. | | +| | | | Transfer the | | +| | | | customer to | | +| | | | Asurion. | | +| | | | Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing: | | +| | | | Equipment | | +| | | | Upgrades | | +| | | | Ordering - BCSS | | +| | | | Closeout | | +| | | | Pricing Policy | | +| | | | Equipment sold | | +| | | | at the closeout | | +| | | | price is | | +| | | | considered | | +| | | | final. | | +| | | | Customers | | +| | | | purchasing a | | +| | | | device sold at | | +| | | | closeout | | +| | | | pricing are not | | +| | | | eligible to | | +| | | | exchange for a | | +| | | | different | | +| | | | device except | | +| | | | dead on arrival | | +| | | | (DOA) or OBF. | | +| | | | Closeout | | +| | | | equipment can | | +| | | | be returned if | | +| | | | the service is | | +| | | | being | | +| | | | cancelled, for | | +| | | | new | | +| | | | activations, or | | +| | | | if an existing | | +| | | | customer wishes | | +| | | | to return to | | +| | | | their previous | | +| | | | or COAM device. | | +| | | | Back to Top | | +| | | | Return | | +| | | | Ineligible The | | +| | | | equipment is | | +| | | | outside the | | +| | | | return period | | +| | | | or Not Eligible | | +| | | | to return. | | +| | | | Provide these | | +| | | | options:  | | +| | | | Check to see if | | +| | | | the device is | | +| | | | eligible for a | | +| | | | warranty | | +| | | | exchange. | | +| | | | BCSS:  Device | | +| | | | Warranty | | +| | | | Exchange | | +| | | | Process - | | +| | | | ATS/MTS RLM: | | +| | | | See the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | article for | | +| | | | your group.  | | +| | | | Check to see if | | +| | | | the customer | | +| | | | has Device | | +| | | | Protection. | | +| | | | Purchase a | | +| | | | phone at no- | | +| | | | commitment | | +| | | | pricing. | | +| | | | Source: | | +| | | | Content: | | +| | | | customer | | +| | | | returned the | | +| | | | device more | | +| | | | than a week | | +| | | | ago, confirm if | | +| | | | the customer | | +| | | | has gotten a | | +| | | | follow up email | | +| | | | confirming | | +| | | | receipt? If no | | +| | | | email | | +| | | | confirmation | | +| | | | has been | | +| | | | received, | | +| | | | confirm if the | | +| | | | customer Used | | +| | | | the Return | | +| | | | Label they | | +| | | | printed or | | +| | | | received | | +| | | | separately from | | +| | | | their order, or | | +| | | | if they used | | +| | | | the label in | | +| | | | the box with | | +| | | | their new | | +| | | | device. If the | | +| | | | customer is | | +| | | | uncertain:¶ | | +| | | | Check in | | +| | | | AIR/Order Track | | +| | | | to confirm if | | +| | | | device was | | +| | | | received to the | | +| | | | warehouse.In | | +| | | | AIR, enter the | | +| | | | RMA number | | +| | | | listed as an | | +| | | | invoice | | +| | | | number.You can | | +| | | | look up the RMA | | +| | | | number that | | +| | | | generated | | +| | | | during the | | +| | | | original order | | +| | | | in Order | | +| | | | Track.If Air | | +| | | | shows a return, | | +| | | | follow the BRE | | +| | | | process above. | | +| | | | ¶ If the | | +| | | | devices have | | +| | | | been received | | +| | | | and 1-2 Billing | | +| | | | cycles have | | +| | | | passed since | | +| | | | that time, | | +| | | | follow the | | +| | | | steps above in | | +| | | | the “Customer | | +| | | | Shipped Devices | | +| | | | but Has Not | | +| | | | Received | | +| | | | Installment | | +| | | | Credits” | | +| | | | section. There | | +| | | | is no appeal | | +| | | | process for | | +| | | | trade in | | +| | | | valuation. | | +| | | | Customer is not | | +| | | | eligible for | | +| | | | the promotion. | | +| | | | If the customer | | +| | | | is insistent or | | +| | | | refusing to | | +| | | | accept the | | +| | | | valuation | | +| | | | engage your | | +| | | | manager for | | +| | | | assistance. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 39 | Who can use | The Contoso | Content: Jump | 10 | +| | the Contoso | Business | to: What I Need | | +| | Business | Trade-In | to Know | What | | +| | Trade-In | program is | the Customer | | +| | program? | available | Needs to Know | | | +| | | for CRU | FAQ This | | +| | | Business | article | | +| | | customers in | provides detail | | +| | | all segments | on using the | | +| | | (Source: | Contoso Business | | +| | | article). | Trade-In | | +| | | | program and | | +| | | | tool to provide | | +| | | | value back to | | +| | | | CRU Business | | +| | | | customers for | | +| | | | their Mobile | | +| | | | devices.Looking | | +| | | | for Trade-In | | +| | | | promo support? | | +| | | | See Premium | | +| | | | Device Trade-In | | +| | | | Offer - BCSS | | +| | | | and Tiered Gets | | +| | | | Better with | | +| | | | Trade-In - | | +| | | | BCSS. The Contoso | | +| | | | Business Trade- | | +| | | | In program | | +| | | | enables CRU | | +| | | | Business | | +| | | | customers in | | +| | | | all segments to | | +| | | | earn credits on | | +| | | | their Contoso | | +| | | | wireless BAN | | +| | | | for mobile | | +| | | | devices | | +| | | | returned to | | +| | | | Contoso. When | | +| | | | customers are | | +| | | | upgrading | | +| | | | lines, porting | | +| | | | in lines, or | | +| | | | have devices | | +| | | | they're no | | +| | | | longer using, | | +| | | | use the tool to | | +| | | | configure a | | +| | | | quote for | | +| | | | device trade- | | +| | | | ins to help | | +| | | | them offset the | | +| | | | costs of any | | +| | | | new Contoso | | +| | | | equipment or | | +| | | | service | | +| | | | purchases. No | | +| | | | purchase is | | +| | | | necessary to | | +| | | | take advantage | | +| | | | of the tool. | | +| | | | Win more | | +| | | | business faster | | +| | | | by offering | | +| | | | trade-ins to | | +| | | | your customers: | | +| | | | The value from | | +| | | | the devices can | | +| | | | be used to | | +| | | | invest in new | | +| | | | solutions, | | +| | | | including | | +| | | | devices, Mobile | | +| | | | Protection Pack | | +| | | | for Business, | | +| | | | AMAs, security, | | +| | | | and so on. | | +| | | | Heads Up: The | | +| | | | customer must | | +| | | | be the sole and | | +| | | | rightful owner | | +| | | | of the device | | +| | | | they're trading | | +| | | | in. If they're | | +| | | | trading a | | +| | | | device on Contoso | | +| | | | Next, Equipment | | +| | | | Installment | | +| | | | Plan (EIP), or | | +| | | | a device that | | +| | | | was under a | | +| | | | 2-year | | +| | | | contract, the | | +| | | | balance must be | | +| | | | paid in full | | +| | | | before it can | | +| | | | be traded for | | +| | | | value on their | | +| | | | account. Contoso | | +| | | | Business Trade- | | +| | | | In Tool | | +| | | | Instructions | | +| | | | To learn how to | | +| | | | configure a | | +| | | | quote for your | | +| | | | customer, watch | | +| | | | the Trade-In | | +| | | | Tool Video | | +| | | | Demo. Once you | | +| | | | configure and | | +| | | | submit the | | +| | | | quote, the | | +| | | | customer | | +| | | | receives an | | +| | | | email detailing | | +| | | | how to access | | +| | | | the quote to | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions | | +| | | | (T&C), request | | +| | | | prepaid | | +| | | | materials and | | +| | | | labels to | | +| | | | return devices, | | +| | | | and to manage | | +| | | | their quotes | | +| | | | and reports. | | +| | | | When in context | | +| | | | in OPUS working | | +| | | | with a | | +| | | | customer, you | | +| | | | can access the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | through links | | +| | | | we've added to | | +| | | | OPUS and | | +| | | | Clarify. | | +| | | | Additionally, | | +| | | | when you click | | +| | | | the link, it | | +| | | | automatically | | +| | | | logs into the | | +| | | | tool; no need | | +| | | | to manage | | +| | | | separate login | | +| | | | credentials. | | +| | | | From OPUS, you | | +| | | | have 3 ways to | | +| | | | access the | | +| | | | trade-in tool: | | +| | | | OPUS Quick | | +| | | | Links Menu: | | +| | | | OPUS Quick | | +| | | | Links - | | +| | | | Screenshot | | +| | | | Accessibility | | +| | | | to this view | | +| | | | depends upon | | +| | | | user profile. | | +| | | | Not available | | +| | | | in all channels | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In Tool link | | +| | | | does not show | | +| | | | in OPUS Quick | | +| | | | Links until a | | +| | | | customer | | +| | | | account is | | +| | | | pulled up and | | +| | | | verified in | | +| | | | OPUS. | | +| | | | Customer | | +| | | | Summary Page: | | +| | | | If Then | | +| | | | Business Care | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Business Sales | | +| | | | Customer | | +| | | | Summary Page | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Order | | +| | | | Confirmation | | +| | | | Page: Order | | +| | | | Confirmation | | +| | | | Page - | | +| | | | Screenshot | | +| | | | From Clarify, | | +| | | | you have 2 ways | | +| | | | to access the | | +| | | | trade-in tool: | | +| | | | Quick Actions: | | +| | | | Quick Actions - | | +| | | | Screenshot | | +| | | | Needs - Tools & | | +| | | | Assistance: | | +| | | | Needs - Tools & | | +| | | | Assistance - | | +| | | | Screenshot | | +| | | | Select Create a | | +| | | | Quote. FAN and | | +| | | | BAN: The tool | | +| | | | uses the FAN | | +| | | | attached to the | | +| | | | account you | | +| | | | accessed in | | +| | | | OPUS and | | +| | | | displays all | | +| | | | the BANs | | +| | | | associated with | | +| | | | it. FAN and | | +| | | | BANs - | | +| | | | Screenshot | | +| | | | Select the BAN | | +| | | | the customer | | +| | | | would like the | | +| | | | trade-in credit | | +| | | | applied to. | | +| | | | Search for the | | +| | | | device type | | +| | | | they're seeking | | +| | | | to trade in. | | +| | | | Tool Tip: | | +| | | | Searching for a | | +| | | | specific device | | +| | | | returns fewer | | +| | | | options. For | | +| | | | example, | | +| | | | searching | | +| | | | iPhone would | | +| | | | return every | | +| | | | style of | | +| | | | iPhone; | | +| | | | searching | | +| | | | iPhone 6 | | +| | | | narrows the | | +| | | | results to the | | +| | | | available | | +| | | | iPhone 6 | | +| | | | models. Search | | +| | | | - Screenshot | | +| | | | The Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | displays search | | +| | | | results. The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program accepts | | +| | | | devices | | +| | | | previously on | | +| | | | other carrier | | +| | | | networks. | | +| | | | Multiple | | +| | | | carriers | | +| | | | display; select | | +| | | | the correct | | +| | | | carrier and | | +| | | | device | | +| | | | capacity. In | | +| | | | the Quantity | | +| | | | field, enter | | +| | | | the number of | | +| | | | devices and | | +| | | | click Add | | +| | | | Device. The | | +| | | | quantity of 1 | | +| | | | is the default. | | +| | | | The device you | | +| | | | selected | | +| | | | appears in the | | +| | | | Selected | | +| | | | devices cart. | | +| | | | Selected | | +| | | | Devices - | | +| | | | Screenshot | | +| | | | When all | | +| | | | devices are | | +| | | | added, select | | +| | | | Review Quote. | | +| | | | Review Quote - | | +| | | | Screenshot A | | +| | | | summary page | | +| | | | displays. | | +| | | | Review for | | +| | | | accuracy. Make | | +| | | | adjustments to | | +| | | | the trade-in | | +| | | | quote, such as | | +| | | | devices or | | +| | | | quantities on | | +| | | | this page. | | +| | | | Quote Summary - | | +| | | | Screenshot If | | +| | | | all information | | +| | | | is correct: | | +| | | | In the | | +| | | | appropriate | | +| | | | field (if not | | +| | | | already), enter | | +| | | | their company | | +| | | | name. Select | | +| | | | Generate. | | +| | | | Generate - | | +| | | | ScreenshotA | | +| | | | quote summary | | +| | | | and number | | +| | | | generate. Quote | | +| | | | Summary - | | +| | | | Screenshot | | +| | | | Click Add | | +| | | | Customer | | +| | | | Information. | | +| | | | Review the | | +| | | | auto-populated | | +| | | | Primary contact | | +| | | | information | | +| | | | fields with | | +| | | | your customer | | +| | | | and enter any | | +| | | | missing | | +| | | | information: | | +| | | | Customer Email | | +| | | | Address Source: | | +| | | | Content: . | | +| | | | Confirm this | | +| | | | email address | | +| | | | to ensure they | | +| | | | receive the | | +| | | | quote. BAN | | +| | | | FANCustomer | | +| | | | Information - | | +| | | | Screenshot 10 | | +| | | | Prior to | | +| | | | submitting, | | +| | | | cover their | | +| | | | next steps to | | +| | | | properly | | +| | | | prepare devices | | +| | | | for trade-in. | | +| | | | If they're | | +| | | | upgrading and | | +| | | | receiving new | | +| | | | devices, as | | +| | | | well as trading | | +| | | | in devices, | | +| | | | they must use | | +| | | | the unique | | +| | | | shipping | | +| | | | materials and | | +| | | | labels from the | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | program to ship | | +| | | | their trade-in | | +| | | | devices back. | | +| | | | They should not | | +| | | | use the label | | +| | | | included with | | +| | | | their new | | +| | | | device. Using | | +| | | | the return | | +| | | | label that | | +| | | | arrives with | | +| | | | the new device | | +| | | | causes the | | +| | | | trade-in device | | +| | | | to return to | | +| | | | the wrong | | +| | | | warehouse and | | +| | | | prevents them | | +| | | | from receiving | | +| | | | credit.Suggeste | | +| | | | d Verbiage: | | +| | | | You'll receive | | +| | | | an email | | +| | | | shortly giving | | +| | | | you | | +| | | | instructions to | | +| | | | log into Contoso | | +| | | | Business Trade- | | +| | | | In to review | | +| | | | and accept the | | +| | | | quote I've | | +| | | | created for | | +| | | | you. Once you | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions, | | +| | | | you'll receive | | +| | | | customized | | +| | | | shipping | | +| | | | materials to | | +| | | | the address you | | +| | | | provide within | | +| | | | 5-7 business | | +| | | | days. Use only | | +| | | | these materials | | +| | | | to return | | +| | | | devices to | | +| | | | ensure accurate | | +| | | | tracking of | | +| | | | your trade-ins. | | +| | | | The shipping | | +| | | | materials | | +| | | | include | | +| | | | everything | | +| | | | you'll need to | | +| | | | send in your | | +| | | | devices | | +| | | | including | | +| | | | boxes, | | +| | | | cardboard | | +| | | | dividers, | | +| | | | sleeves to | | +| | | | protect the | | +| | | | phones, and | | +| | | | prepaid UPS | | +| | | | return labels. | | +| | | | You'll also | | +| | | | receive | | +| | | | valuable | | +| | | | information | | +| | | | about: How | | +| | | | to turn off | | +| | | | activation | | +| | | | locks prior to | | +| | | | shipping | | +| | | | devices How to | | +| | | | update the | | +| | | | quote 11 | | +| | | | Select Submit | | +| | | | to Customer and | | +| | | | a pop-up | | +| | | | displays. | | +| | | | Acknowledgement | | +| | | | - Screenshot | | +| | | | 12 Select Send | | +| | | | Quote to | | +| | | | proceed and | | +| | | | submit the | | +| | | | quote for their | | +| | | | review. Upon | | +| | | | submission, | | +| | | | they receive | | +| | | | the quote sent | | +| | | | to the email | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. The | | +| | | | email includes | | +| | | | the details of | | +| | | | their trade-in | | +| | | | quote, such as: | | +| | | | Instructions on | | +| | | | accessing the | | +| | | | Contoso Business | | +| | | | Trade-In tool | | +| | | | via links | | +| | | | within their | | +| | | | Premier account | | +| | | | Quote #/$ Value | | +| | | | /Expiration | | +| | | | Date 14 If | | +| | | | your customer | | +| | | | calls with | | +| | | | questions about | | +| | | | their quote, | | +| | | | status of their | | +| | | | shipping | | +| | | | materials, | | +| | | | receipt of | | +| | | | their devices, | | +| | | | or trade-in | | +| | | | credit, warm | | +| | | | transfer them | | +| | | | to the Contoso | | +| | | | Business Trade- | | +| | | | In Support Team | | +| | | | available at | | +| | | | 866.993.5800 | | +| | | | (Monday-Friday, | | +| | | | 9 a.m. - 5 p.m. | | +| | | | CT) or via | | +| | | | email at suppor | | +| | | | t@attbusinesstr | | +| | | | adein.com. | | +| | | | Accept/Edit the | | +| | | | Quote | | +| | | | Instructions to | | +| | | | access the | | +| | | | quote are | | +| | | | emailed to | | +| | | | customers using | | +| | | | the email | | +| | | | address they | | +| | | | provided during | | +| | | | the quote | | +| | | | creation | | +| | | | process. To | | +| | | | accept or edit | | +| | | | the trade-in | | +| | | | quote, they | | +| | | | access the link | | +| | | | to their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool through | | +| | | | their Premier | | +| | | | account. | | +| | | | Within Premier, | | +| | | | they can access | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | In link | | +| | | | (labeled Trade- | | +| | | | In Program) 2 | | +| | | | ways: | | +| | | | Premier Online | | +| | | | Care: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Care - | | +| | | | Screenshot | | +| | | | Premier Online | | +| | | | Sales: Customer | | +| | | | selects Trade- | | +| | | | In Program | | +| | | | Premier Online | | +| | | | Sales - | | +| | | | Screenshot | | +| | | | Heads Up: | | +| | | | Customers that | | +| | | | have been | | +| | | | migrated to | | +| | | | myatt.com will | | +| | | | need to access | | +| | | | the link to | | +| | | | their unique | | +| | | | view of Contoso | | +| | | | Business Trade- | | +| | | | In tool | | +| | | | included in the | | +| | | | email or use ww | | +| | | | w.attbusinesstr | | +| | | | adein.com. | | +| | | | After selecting | | +| | | | Trade-In | | +| | | | Program, from | | +| | | | the homepage | | +| | | | they select | | +| | | | Manage Quotes. | | +| | | | Manage Quotes - | | +| | | | Screenshot Now | | +| | | | they can select | | +| | | | the quote you | | +| | | | created for | | +| | | | them by | | +| | | | clicking the | | +| | | | quote number. | | +| | | | Quotes - | | +| | | | Screenshot | | +| | | | Click the Add | | +| | | | Contact | | +| | | | Information | | +| | | | button. Once | | +| | | | selected: | | +| | | | They can edit | | +| | | | the make, | | +| | | | model, and | | +| | | | quantity of | | +| | | | devices prior | | +| | | | to accepting | | +| | | | it. Effective | | +| | | | April 7, 20019, | | +| | | | Contoso Business | | +| | | | Trade-In will | | +| | | | provide 2 | | +| | | | options for | | +| | | | customers to | | +| | | | receive prepaid | | +| | | | shipping labels | | +| | | | for their | | +| | | | locations to | | +| | | | return devices. | | +| | | | Customers | | +| | | | select one of | | +| | | | the options | | +| | | | when accepting | | +| | | | their trade-in | | +| | | | quote. | | +| | | | Option 1: Link | | +| | | | provided for | | +| | | | location(s) to | | +| | | | print prepaid | | +| | | | labels and use | | +| | | | their own | | +| | | | shipping | | +| | | | materials (link | | +| | | | available | | +| | | | immediately). | | +| | | | Option 2: Contoso | | +| | | | Business Trade- | | +| | | | In sends | | +| | | | prepaid labels | | +| | | | and free | | +| | | | shipping | | +| | | | materials to | | +| | | | locations | | +| | | | (materials | | +| | | | arrive in 5 – 7 | | +| | | | days). The | | +| | | | customer | | +| | | | accepts the | | +| | | | T&Cs and | | +| | | | receive an | | +| | | | email | | +| | | | confirmation | | +| | | | with: | | +| | | | Information | | +| | | | about shipping | | +| | | | materials - | | +| | | | Including link | | +| | | | to print labels | | +| | | | if they | | +| | | | selected that | | +| | | | option. Steps | | +| | | | to ensure | | +| | | | smooth | | +| | | | processing. | | +| | | | Explanation of | | +| | | | the processing | | +| | | | and credit | | +| | | | process. Contoso | | +| | | | Business Trade- | | +| | | | In Processing | | +| | | | Center Receives | | +| | | | Devices The | | +| | | | Contoso Business | | +| | | | Trade-In | | +| | | | Processing | | +| | | | Center confirms | | +| | | | actual trade-in | | +| | | | value based on | | +| | | | device | | +| | | | conditions. | | +| | | | Does the device | | +| | | | power on and | | +| | | | off? Has the | | +| | | | Activation Lock | | +| | | | been disabled | | +| | | | (Find my | | +| | | | iPhone-FMiP)? | | +| | | | Is the device | | +| | | | functioning | | +| | | | correctly and | | +| | | | intact, free of | | +| | | | any chips, | | +| | | | cracks, | | +| | | | bruised/dead | | +| | | | pixels, or | | +| | | | burn-in? | | +| | | | Source: | | +| | | | Content: 7 | | +| | | | Plus. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 9/2/22 and | | +| | | | return to | | +| | | | trade-in one of | | +| | | | the devices | | +| | | | listed above, | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | September 1st | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 9/2/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the devices | | +| | | | impacted, will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 8/5/22 Select | | +| | | | device trade-in | | +| | | | values (TIV) | | +| | | | changed from | | +| | | | $35 to $5 and | | +| | | | will be | | +| | | | ineligible as | | +| | | | qualifying | | +| | | | trade-ins. | | +| | | | Trade-in | | +| | | | devices | | +| | | | impacted: | | +| | | | Nord100, Asus | | +| | | | Rog Phone2, | | +| | | | OnePlus 6T, | | +| | | | Razer 2, Google | | +| | | | Pixel 3, 3a, | | +| | | | 3XL, 3a XL, LG | | +| | | | K92, Moto One | | +| | | | Ace 5G. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | within 14 days | | +| | | | of 8/5/22 and | | +| | | | return to | | +| | | | trade-in one | | +| | | | of the devices | | +| | | | listed above | | +| | | | will get the | | +| | | | offer credits, | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met.¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | select the | | +| | | | Price | | +| | | | Protection | | +| | | | radio button | | +| | | | titled: PRICE | | +| | | | PROTECTION: Up | | +| | | | to $800 Off | | +| | | | Android | | +| | | | smartphones | | +| | | | with Trade-in | | +| | | | and purchased | | +| | | | on/before | | +| | | | August 4th | | +| | | | (Different | | +| | | | Day). The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after 8/5/22 | | +| | | | and want to | | +| | | | trade in one of | | +| | | | the impacted | | +| | | | devices will | | +| | | | not be eligible | | +| | | | for the | | +| | | | promotional | | +| | | | credits. On | | +| | | | 4/22/22 the | | +| | | | Samsung A13 5G | | +| | | | trade-in value | | +| | | | (TIV) changes | | +| | | | from $100 to $5 | | +| | | | and will be | | +| | | | ineligible as a | | +| | | | qualifying | | +| | | | trade-in. | | +| | | | Customers who | | +| | | | purchased an | | +| | | | eligible | | +| | | | smartphone | | +| | | | before 4/22/22 | | +| | | | and trade-in a | | +| | | | Samsung A13 5G | | +| | | | will get the | | +| | | | offer credits | | +| | | | as long as all | | +| | | | other | | +| | | | requirements | | +| | | | are met. ¶ ¶ | | +| | | | Process the | | +| | | | trade-in and | | +| | | | issue the $5 | | +| | | | TIV to the | | +| | | | customer. A | | +| | | | radio button | | +| | | | for the offer | | +| | | | will not | | +| | | | display due to | | +| | | | the TIV being | | +| | | | below the | | +| | | | requirements. | | +| | | | The offer | | +| | | | credits will be | | +| | | | issued manually | | +| | | | on the back | | +| | | | end. Customers | | +| | | | who purchase an | | +| | | | eligible | | +| | | | smartphone on | | +| | | | or after | | +| | | | 4/22/22 and | | +| | | | trade-in a | | +| | | | Samsung A13 5G | | +| | | | will only | | +| | | | receive $5 TIV | | +| | | | and will not be | | +| | | | eligible for | | +| | | | the offer. | | +| | | | Credit Details | | +| | | | ¶ Must be a | | +| | | | new line, or | | +| | | | upgrade. | | +| | | | Customer has 30 | | +| | | | days from | | +| | | | activation date | | +| | | | to perform | | +| | | | their trade | | +| | | | in.Customers | | +| | | | with Free | | +| | | | Shipping may | | +| | | | have a delay in | | +| | | | receiving their | | +| | | | smartphones due | | +| | | | to inventory | | +| | | | constraints. | | +| | | | Please note 30 | | +| | | | days from | | +| | | | activation date | | +| | | | could be | | +| | | | different from | | +| | | | purchase date | | +| | | | (due to above s | | +| | | | cenario).Custom | | +| | | | er may qualify | | +| | | | for multiple | | +| | | | monthly bill | | +| | | | credits | | +| | | | smartphone | | +| | | | offers for each | | +| | | | qualifying new | | +| | | | purchase | | +| | | | w/qualifying | | +| | | | trade-in; limit | | +| | | | on number of | | +| | | | lines eligible | | +| | | | will depends on | | +| | | | customer’s | | +| | | | credit | | +| | | | eligibility | | +| | | | (BAU).Eligible | | +| | | | smartphones | | +| | | | must be | | +| | | | purchased on | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan. ¶ | | +| | | | Includes 0% | | +| | | | down or down | | +| | | | payment. ¶ | | +| | | | Down payment | | +| | | | does not | | +| | | | impact/change | | +| | | | monthly credit | | +| | | | amount outlined | | +| | | | by offer. ¶ If | | +| | | | buying on the | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up, customer is | | +| | | | responsible and | | +| | | | will not | | +| | | | receive any | | +| | | | credits for an | | +| | | | additional | | +| | | | $6/mo. for the | | +| | | | Next Up upgrade | | +| | | | feature.¶ | | +| | | | Note: Customers | | +| | | | enrolled on an | | +| | | | active Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up at $5/mo. | | +| | | | are not | | +| | | | impacted by the | | +| | | | rate increase | | +| | | | effective | | +| | | | 7.14.22.Future | | +| | | | device | | +| | | | purchases on an | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with Next | | +| | | | Up will be | | +| | | | impacted and | | +| | | | will reflect | | +| | | | the new Next Up | | +| | | | feature charge | | +| | | | of $6/mo. ¶ ¶ | | +| | | | If line is | | +| | | | disconnected | | +| | | | early, customer | | +| | | | responsible for | | +| | | | remaining | | +| | | | amount owed on | | +| | | | the installment | | +| | | | agreement.Line | | +| | | | must remain | | +| | | | active & in | | +| | | | good standing | | +| | | | throughout the | | +| | | | entirety of the | | +| | | | offer for all | | +| | | | credits to be | | +| | | | applied.CLN/CPO | | +| | | | excluded.Taxes | | +| | | | on full retail | | +| | | | price are due | | +| | | | at point of | | +| | | | sale.If the | | +| | | | discounted | | +| | | | phone is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill | | +| | | | credit.Free | | +| | | | Shipping, | | +| | | | backorders, and | | +| | | | port delays are | | +| | | | eligible if the | | +| | | | number(s) is | | +| | | | reserved while | | +| | | | the offer is in | | +| | | | effect.Winbacks | | +| | | | are treated as | | +| | | | an existing | | +| | | | customer. (a | | +| | | | Winback | | +| | | | requires a | | +| | | | customer to | | +| | | | port their | | +| | | | number back to | | +| | | | Contoso within 59 | | +| | | | days of leaving | | +| | | | Contoso.)A | | +| | | | conversion from | | +| | | | Prepaid/Cricket | | +| | | | is treated like | | +| | | | an existing | | +| | | | wireless | | +| | | | customer and | | +| | | | not a new | | +| | | | wireless gross | | +| | | | add.¶ How the | | +| | | | Credit Works ¶ | | +| | | | Customers will | | +| | | | receive the | | +| | | | bill credit of | | +| | | | offer if:¶ | | +| | | | Activating new | | +| | | | line or upgrade | | +| | | | existing line | | +| | | | and purchasing | | +| | | | an eligible | | +| | | | smartphone on | | +| | | | Contoso | | +| | | | installment | | +| | | | Source: | | +| | | | Content: | | +| | | | Beginning | | +| | | | February 9, | | +| | | | 2022, for a | | +| | | | limited time | | +| | | | only, Business | | +| | | | customers get | | +| | | | great savings | | +| | | | on an eligible | | +| | | | new Android | | +| | | | smartphone when | | +| | | | they trade-in a | | +| | | | qualifying | | +| | | | device, Any | | +| | | | Year Any | | +| | | | Condition, | | +| | | | activate on an | | +| | | | eligible Contoso | | +| | | | wireless plan | | +| | | | and purchase on | | +| | | | a qualifying | | +| | | | installment | | +| | | | plan! ¶ Get | | +| | | | up to $800 in | | +| | | | Max Credits!¶ | | +| | | | ¶ ¶ New Lines | | +| | | | & UpgradesEligi | | +| | | | ble Android | | +| | | | device purchase | | +| | | | on Contoso | | +| | | | Installment | | +| | | | planAny Year | | +| | | | Any Condition, | | +| | | | Trade-In a | | +| | | | qualifying | | +| | | | smartphone | | +| | | | w/min. TiV of | | +| | | | $35.¶ | | +| | | | customers get | | +| | | | great savings | | +| | | | on an eligible | | +| | | | new Android | | +| | | | smartphone they | | +| | | | trade-in a | | +| | | | qualifying | | +| | | | device Any Year | | +| | | | Any Condition, | | +| | | | activate on an | | +| | | | eligible Contoso | | +| | | | wireless plan | | +| | | | and purchase on | | +| | | | a qualifying | | +| | | | installment | | +| | | | plan! ¶ | | +| | | | What's NewJune | | +| | | | 2, 2023¶ | | +| | | | Reinstating the | | +| | | | “Any Year, Any | | +| | | | Condition” | | +| | | | trade-in | | +| | | | eligibility | | +| | | | rules for | | +| | | | Samsung Note, S | | +| | | | and Z series | | +| | | | trade-in | | +| | | | devices only. | | +| | | | All other | | +| | | | trade-in | | +| | | | devices w/ a | | +| | | | $35+ TIV after | | +| | | | the condition | | +| | | | assessment will | | +| | | | qualify for the | | +| | | | promotion. The | | +| | | | max bill | | +| | | | credits will | | +| | | | move to $800 | | +| | | | off the S23 | | +| | | | series, Z Flip4 | | +| | | | & Z Fold4. The | | +| | | | last day for | | +| | | | $1,000 off w/ | | +| | | | $150+TIV, $700 | | +| | | | off w/ $70+ TIV | | +| | | | and $350 off w/ | | +| | | | $35+ TIV is | | +| | | | 6/1/23. The | | +| | | | trade-in | | +| | | | eligible list | | +| | | | has been | | +| | | | updated to | | +| | | | include all | | +| | | | Galaxy S and | | +| | | | Note models.¶ | | +| | | | (The list | | +| | | | should be | | +| | | | considered as | | +| | | | one resource | | +| | | | for support | | +| | | | teams and is | | +| | | | not an | | +| | | | exclusive list | | +| | | | of all devices | | +| | | | that may | | +| | | | satisfy the | | +| | | | $35+ TiV | | +| | | | requirement for | | +| | | | any offer). ¶ | | +| | | | ¶ May 12, | | +| | | | 2023¶ ¶ | | +| | | | Removing the | | +| | | | “Any Year Any | | +| | | | Condition” | | +| | | | trade-in | | +| | | | eligibility and | | +| | | | moving to a | | +| | | | 3-tier trade-in | | +| | | | construct | | +| | | | (based on the | | +| | | | value after | | +| | | | condition | | +| | | | questions have | | +| | | | been | | +| | | | answered).The | | +| | | | S23 series, the | | +| | | | Z Flip4 and Z | | +| | | | Fold4 will be | | +| | | | eligible for up | | +| | | | to $1,000 off | | +| | | | with a $150+ | | +| | | | TIV, $700 off | | +| | | | with a $70-$149 | | +| | | | TIV or $350 off | | +| | | | with a $35-$69 | | +| | | | TIV (max bill | | +| | | | credits will | | +| | | | not exceed the | | +| | | | MSRP of a | | +| | | | device). ¶ The | | +| | | | last day at up | | +| | | | to $1,000 off | | +| | | | the Z Flip4 and | | +| | | | $800 off the | | +| | | | S23, S23+, S23 | | +| | | | Ultra, and Z | | +| | | | Fold4 w/ AYAC | | +| | | | trade-in is | | +| | | | 5/11/23. ¶ | | +| | | | Removing the | | +| | | | Google Pixel 7 | | +| | | | Pro from the | | +| | | | offer. ¶ The | | +| | | | last day | | +| | | | eligible for | | +| | | | $800 off w/ | | +| | | | trade-in is | | +| | | | 5/11/23. ¶ | | +| | | | Updating the | | +| | | | Trade-in device | | +| | | | eligible list | | +| | | | (last day | | +| | | | eligible is | | +| | | | 5/11/23) see | | +| | | | updated grid in | | +| | | | section below.¶ | | +| | | | March 31, 2023¶ | | +| | | | ¶ Max bill | | +| | | | credits move to | | +| | | | $800 off on the | | +| | | | Google Pixel 7 | | +| | | | Pro. ¶ ¶ The | | +| | | | last day | | +| | | | eligible at | | +| | | | $1,000 off w/ a | | +| | | | qualifying | | +| | | | trade-in is | | +| | | | 3/30/23. No | | +| | | | impact to AYAC | | +| | | | trade-in | | +| | | | eligibility. | | +| | | | The Samsung | | +| | | | Galaxy Z Flip4 | | +| | | | will remain at | | +| | | | $1,000 off. ¶ | | +| | | | ¶ March 3, | | +| | | | 2023¶ ¶ Max | | +| | | | bill credits | | +| | | | move to $800 | | +| | | | off on the | | +| | | | Samsung Galaxy | | +| | | | S23 series, | | +| | | | Fold4.¶ ¶ The | | +| | | | last day | | +| | | | eligible at | | +| | | | $1,000 off w/ a | | +| | | | qualifying | | +| | | | trade-in is | | +| | | | 3/2/23. ¶ The | | +| | | | Fold4 and Pixel | | +| | | | 7Pro remain at | | +| | | | $1000 off.¶ | | +| | | | February 1, | | +| | | | 2023¶ ¶ | | +| | | | Reinstating the | | +| | | | “Any Year, Any | | +| | | | Condition” | | +| | | | trade-in | | +| | | | eligibility | | +| | | | rules for | | +| | | | Samsung Note, S | | +| | | | and Z series | | +| | | | trade-in | | +| | | | devices. ¶ ¶ | | +| | | | All other | | +| | | | devices that | | +| | | | are valued at | | +| | | | $35 before | | +| | | | condition | | +| | | | questions are | | +| | | | answered will | | +| | | | qualify | | +| | | | customers for | | +| | | | up to $1,000 in | | +| | | | bill credits on | | +| | | | eligible | | +| | | | devices. ¶ | | +| | | | Adding the new | | +| | | | Samsung Galaxy | | +| | | | S23, S23+ and | | +| | | | S23 Ultra into | | +| | | | the offer at up | | +| | | | to $1000 in | | +| | | | bill credits | | +| | | | with an | | +| | | | eligible trade- | | +| | | | in. Increasing | | +| | | | the max bill | | +| | | | credits on the | | +| | | | Samsung Galaxy | | +| | | | Z Flip4 and Z | | +| | | | Fold4 and the | | +| | | | Google Pixel 7 | | +| | | | Pro to up to | | +| | | | $1,000 in bill | | +| | | | credits with an | | +| | | | eligible trade- | | +| | | | in. The last | | +| | | | day at $800 off | | +| | | | w/ 35 TIV is | | +| | | | 1/31/23. | | +| | | | Removing the | | +| | | | Samsung Galaxy | | +| | | | S22, S22+ and | | +| | | | S22 Ultra from | | +| | | | the offer. The | | +| | | | last day | | +| | | | eligible is | | +| | | | 1/31/23. ¶ | | +| | | | January 27, | | +| | | | 2023¶ ¶ The | | +| | | | trade-in | | +| | | | eligible list | | +| | | | has been | | +| | | | updated to | | +| | | | include all | | +| | | | Note1/S1, Pixel | | +| | | | 1 models and | | +| | | | above (the list | | +| | | | should be | | +| | | | considered as | | +| | | | one resource | | +| | | | for support | | +| | | | teams and is | | +| | | | Source: | | +| | | | Content: -mail | | +| | | | which contains | | +| | | | link to prepaid | | +| | | | shipping label. | | +| | | | ¶ Users also | | +| | | | have the | | +| | | | ability to | | +| | | | educate | | +| | | | customers of | | +| | | | the potential | | +| | | | trade-in value | | +| | | | of their device | | +| | | | by entering the | | +| | | | make and model | | +| | | | of their | | +| | | | current | | +| | | | device.¶ This | | +| | | | step is not | | +| | | | required to | | +| | | | proceed but | | +| | | | will help to | | +| | | | level set | | +| | | | promotional | | +| | | | eligibility.¶ | | +| | | | The trade-in | | +| | | | promo opt-in is | | +| | | | at the order | | +| | | | level.¶ ¶ The | | +| | | | line level | | +| | | | promo is | | +| | | | displayed on | | +| | | | the ‘Review | | +| | | | Order’ page. | | +| | | | Customer can | | +| | | | have different | | +| | | | trade-in | | +| | | | promotions in | | +| | | | the same order | | +| | | | based on each | | +| | | | line’s | | +| | | | qualifying | | +| | | | purchases. | | +| | | | Seller must | | +| | | | enter the | | +| | | | customer email | | +| | | | address | | +| | | | Customers will | | +| | | | be sent an | | +| | | | email regarding | | +| | | | the promotion | | +| | | | once the | | +| | | | eligible device | | +| | | | ships.¶ Again, | | +| | | | If the customer | | +| | | | is NOT opt’ d | | +| | | | into the | | +| | | | promotion they | | +| | | | will NOT | | +| | | | receive the | | +| | | | Trade-In | | +| | | | promotion | | +| | | | e-mail which | | +| | | | contains link | | +| | | | to prepaid | | +| | | | shipping label. | | +| | | | ¶ Do NOT use | | +| | | | the Trade-In | | +| | | | tool for any | | +| | | | customer taking | | +| | | | advantage of | | +| | | | promotional | | +| | | | Trade-In Offer. | | +| | | | Once the device | | +| | | | ships the | | +| | | | customer will | | +| | | | receive the | | +| | | | following email | | +| | | | that will | | +| | | | provide the | | +| | | | customer a link | | +| | | | to print their | | +| | | | own prepaid | | +| | | | self-service | | +| | | | shipping label. | | +| | | | Example can be | | +| | | | found below.¶ | | +| | | | ¶ This email | | +| | | | can take | | +| | | | approx. 3 | | +| | | | business days | | +| | | | from the time | | +| | | | that the device | | +| | | | ships. The | | +| | | | email also | | +| | | | allows the | | +| | | | customer to | | +| | | | review the T&Cs | | +| | | | of the trade-in | | +| | | | promo by | | +| | | | clicking ‘offer | | +| | | | details’. | | +| | | | Customers can | | +| | | | also contact | | +| | | | the Contoso | | +| | | | Business Trade- | | +| | | | in customer | | +| | | | service to | | +| | | | request | | +| | | | physical | | +| | | | shipping | | +| | | | material. Once | | +| | | | the devices are | | +| | | | returned, they | | +| | | | are processed | | +| | | | to determine | | +| | | | promotion | | +| | | | eligibility.¶ | | +| | | | If the | | +| | | | processed | | +| | | | device does NOT | | +| | | | meet the | | +| | | | minimum Trade- | | +| | | | In device | | +| | | | value, the | | +| | | | customer will | | +| | | | not receive | | +| | | | promotional | | +| | | | installment | | +| | | | credits. ¶ If | | +| | | | all eligibility | | +| | | | criteria is met | | +| | | | the customer | | +| | | | can expect | | +| | | | their | | +| | | | installment | | +| | | | credits to be | | +| | | | applied and | | +| | | | appear within 3 | | +| | | | billing cycles. | | +| | | | ¶ ¶ Note: | | +| | | | Customer should | | +| | | | not at any time | | +| | | | use the BRE | | +| | | | label included | | +| | | | in the new | | +| | | | device box to | | +| | | | ship their | | +| | | | Trade-In | | +| | | | devices back. ¶ | | +| | | | ¶ If the BRE | | +| | | | label is | | +| | | | utilized the | | +| | | | customer will | | +| | | | NOT receive the | | +| | | | promotional | | +| | | | installment | | +| | | | credits.¶ What | | +| | | | the Customer | | +| | | | Can Expect¶ ¶ | | +| | | | Process begins | | +| | | | when the | | +| | | | Customer’s | | +| | | | order ships. | | +| | | | Not when it is | | +| | | | ordered. If a | | +| | | | customer has no | | +| | | | other | | +| | | | promotions | | +| | | | beyond the | | +| | | | Trade-in, they | | +| | | | will receive a | | +| | | | welcome email | | +| | | | from donotreply | | +| | | | @ATT.TradeIn- | | +| | | | Program.com in | | +| | | | 1-2 days.¶ | | +| | | | This email is | | +| | | | generated by an | | +| | | | automated | | +| | | | process and | | +| | | | includes a link | | +| | | | that allows the | | +| | | | customer to | | +| | | | print their own | | +| | | | return label ¶ | | +| | | | However¶ ¶ If | | +| | | | the customer | | +| | | | has multiple | | +| | | | promotions | | +| | | | stacked on the | | +| | | | order a manual | | +| | | | process is used | | +| | | | to generate the | | +| | | | welcome email | | +| | | | from, donotrepl | | +| | | | y@ATT.TradeIn- | | +| | | | Program.com and | | +| | | | it can take | | +| | | | 7-10 days for | | +| | | | the welcome | | +| | | | email to | | +| | | | arrive.¶ ¶ | | +| | | | Due to lack of | | +| | | | automation the | | +| | | | customer will | | +| | | | also be getting | | +| | | | a return label | | +| | | | shipped to them | | +| | | | - the process | | +| | | | can take an | | +| | | | additional 7-10 | | +| | | | days depending | | +| | | | on the speed of | | +| | | | the postal | | +| | | | service¶ | | +| | | | Customers need | | +| | | | to save the | | +| | | | tracking | | +| | | | numbers on | | +| | | | their return | | +| | | | labels, Contoso | | +| | | | has no way to | | +| | | | retrieve them | | +| | | | for the | | +| | | | customer.¶ ¶ | | +| | | | Once customer | | +| | | | have their | | +| | | | shipping | | +| | | | material | | +| | | | (either printed | | +| | | | out or sent to | | +| | | | them by mail) | | +| | | | they may return | | +| | | | their devices – | | +| | | | The customer | | +| | | | controls the | | +| | | | timeline on | | +| | | | this. Trade-in | | +| | | | travels to | | +| | | | Contoso’s trade-in | | +| | | | warehouse - Up | | +| | | | to a week | | +| | | | depending on | | +| | | | the postal | | +| | | | service When | | +| | | | the Package | | +| | | | arrives at the | | +| | | | Contoso Trade in | | +| | | | Center it is | | +| | | | scanned in.¶ | | +| | | | That scan | | +| | | | generates a | | +| | | | second email to | | +| | | | the customer | | +| | | | letting the | | +| | | | customer know | | +| | | | the device has | | +| | | | arrived at Contoso | | +| | | | and is being | | +| | | | assessed ¶ | | +| | | | Assessment | | +| | | | takes 7-10 | | +| | | | days. Once a | | +| | | | week a report | | +| | | | is sent to Contoso | | +| | | | for processing | | +| | | | – Every 7 days | | +| | | | Contoso Manually | | +| | | | formats the | | +| | | | report and | | +| | | | scrubs for | | +| | | | errors. – 7 | | +| | | | Days Contoso runs | | +| | | | scripting that | | +| | | | confirms or | | +| | | | denies | | +| | | | eligibility – 1 | | +| | | | day Credits | | +| | | | begin in 1 -2 | | +| | | | Bill cycles. | | +| | | | Most Accounts | | +| | | | will see | | +| | | | credits begin | | +| | | | within 3 | | +| | | | billing cycles | | +| | | | Wrong Label | | +| | | | (BRE) Used to | | +| | | | Return Trade-In | | +| | | | Device Check in | | +| | | | AIR/Order Track | | +| | | | to confirm if | | +| | | | device was | | +| | | | received to the | | +| | | | warehouse.¶ ¶ | | +| | | | In AIR, enter | | +| | | | the RMA number | | +| | | | listed as an | | +| | | | invoice | | +| | | | number.¶ ¶ | | +| | | | You can look up | | +| | | | the RMA number | | +| | | | that generated | | +| | | | during the | | +| | | | original order | | +| | | | in Order | | +| | | | Track.If the | | +| | | | RMA number | | +| | | | displays a | | +| | | | device in AIR, | | +| | | | the customer | | +| | | | has used the | | +| | | | BRE label | | +| | | | instead of the | | +| | | | return label.¶ | | +| | | | If device was | | +| | | | received by the | | +| | | | incorrect | | +| | | | warehouse, | | +| | | | create an | | +| | | | Clarify Urgent | | +| | | | Case to engage | | +| | | | the ICU team. | | +| | | | Include:¶ | | +| | | | CTN(s) needing | | +| | | | creditsName of | | +| | | | the | | +| | | | promotionM&P | | +| | | | IDCredit amount | | +| | | | anticipatedOrde | | +| | | | r numberAny | | +| | | | other relevant | | +| | | | information¶ | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 40 | Will Contoso | Yes, Contoso | Content: | 10 | +| | pay anything | offers | uctible amounts | | +| | for devices | device | are based on | | +| | that have | protection | the device | | +| | some damage | plans that | model and are | | +| | (cracked | cover lost, | in the | | +| | screens, | stolen, and | brochure. All | | +| | water | physically | eligible screen | | +| | damage)? | damaged | repairs have a | | +| | | devices, | service fee of | | +| | | including | $29 each | | +| | | those with | incident. To | | +| | | cracked | view the most | | +| | | screens and | up to date, | | +| | | water | full list of | | +| | | damage. | eligible | | +| | | However, | devices by | | +| | | there is a | deductible, | | +| | | non- | visit phoneclai | | +| | | refundable d | m.com/att/ . | | +| | | eductible/se | Disclaimers 1 | | +| | | rvice fee | Mobile | | +| | | for each | Insurance: | | +| | | approved | Covers one | | +| | | claim, and | eligible device | | +| | | the amount | for up to two | | +| | | is based on | claims within | | +| | | the device | any consecutive | | +| | | tier. All | 12-month | | +| | | eligible | period. Monthly | | +| | | screen | charge of $8.99 | | +| | | repairs have | per enrolled | | +| | | a service | number. Contoso | | +| | | fee of $29 | Protect | | +| | | each | Advantage for 1 | | +| | | incident. | and Contoso | | +| | | For more | Protect | | +| | | information, | Advantage for | | +| | | you can | Business for 1 | | +| | | visit phonec | includes Contoso | | +| | | laim.com/att | Protect | | +| | | or call | Insurance for | | +| | | Asurion | 1, ProTech | | +| | | Customer | support, and | | +| | | Care at 888. | Photo Storage | | +| | | 562.8662. | app.  Covers | | +| | | (Source: | one eligible | | +| | | context) | device for up | | +| | | | to three claims | | +| | | | within any | | +| | | | consecutive | | +| | | | 12-month | | +| | | | period. | | +| | | |  Monthly charge | | +| | | | of $16.00 per | | +| | | | enrolled | | +| | | | number.  Contoso | | +| | | | Protect | | +| | | | Advantage for 4 | | +| | | | and Contoso | | +| | | | Protect | | +| | | | Advantage for | | +| | | | Business for 4 | | +| | | | includes Contoso | | +| | | | Protect | | +| | | | Insurance for | | +| | | | 4, ProTech | | +| | | | support, and | | +| | | | Photo Storage | | +| | | | app.  Covers up | | +| | | | to four | | +| | | | eligible | | +| | | | devices for up | | +| | | | to eight shared | | +| | | | claims within | | +| | | | any consecutive | | +| | | | 12-month | | +| | | | period. | | +| | | |  Monthly charge | | +| | | | of $45.00 per | | +| | | | mobile account | | +| | | | enrolled. | | +| | | |  ProTech | | +| | | | support | | +| | | | available for | | +| | | | covered devices | | +| | | | only. | | +| | | |  The Photo | | +| | | | Storage | | +| | | | app requires a | | +| | | | compatible | | +| | | | device with | | +| | | | Contoso wireless | | +| | | | service. | | +| | | | Certain | | +| | | | features not | | +| | | | available on | | +| | | | all devices. | | +| | | | Data charges | | +| | | | may apply. | | +| | | |  General: | | +| | | | Additional | | +| | | | taxes, fees and | | +| | | | restrictions | | +| | | | apply. For | | +| | | | complete | | +| | | | coverage | | +| | | | details, see at | | +| | | | t.com/protectad | | +| | | | vantage. | | +| | | | 2 Screen | | +| | | | Repair: Service | | +| | | | Fee | | +| | | | applies: Each | | +| | | | screen repair | | +| | | | will count | | +| | | | towards your | | +| | | | claim limit. | | +| | | | Limited to | | +| | | | eligible | | +| | | | devices in | | +| | | | select areas. | | +| | | | Newly launched | | +| | | | device models | | +| | | | may not be | | +| | | | eligible for | | +| | | | repair. Visit p | | +| | | | honeclaim.com/a | | +| | | | tt or call | | +| | | | 888.562.8662 to | | +| | | | check current | | +| | | | eligibility. | | +| | | | Same-day screen | | +| | | | repair option | | +| | | | depends upon | | +| | | | claim approval | | +| | | | time and | | +| | | | technician | | +| | | | availability. | | +| | | | Eligible | | +| | | | devices and | | +| | | | available areas | | +| | | | are both | | +| | | | subject to | | +| | | | change at any | | +| | | | time. 3 | | +| | | | Battery | | +| | | | Replacement: If | | +| | | | an eligible | | +| | | | wireless device | | +| | | | powers on and | | +| | | | the battery | | +| | | | fails to | | +| | | | maintain an | | +| | | | adequate charge | | +| | | | after | | +| | | | diagnostic | | +| | | | testing, we | | +| | | | will repair the | | +| | | | eligible | | +| | | | wireless device | | +| | | | by replacing | | +| | | | the battery | | +| | | | during the | | +| | | | extended | | +| | | | warranty | | +| | | | period, for as | | +| | | | long as you are | | +| | | | enrolled in the | | +| | | | program. 4 | | +| | | | Same-Day | | +| | | | Replacement: | | +| | | | Available for | | +| | | | select devices | | +| | | | in select areas | | +| | | | and is subject | | +| | | | to parts and | | +| | | | technician | | +| | | | availability. | | +| | | | Claims must be | | +| | | | filed and | | +| | | | approved by | | +| | | | 4pm. | | +| | | | Eligibility is | | +| | | | determined at | | +| | | | the time of | | +| | | | claim approval, | | +| | | | and is | | +| | | | contingent on | | +| | | | certain | | +| | | | criteria, | | +| | | | including claim | | +| | | | approval time. | | +| | | | Same-day | | +| | | | replacement is | | +| | | | not available | | +| | | | for Mobile | | +| | | | Insurance | | +| | | | customers. 5 | | +| | | | Declining | | +| | | | deductibles | | +| | | | will no longer | | +| | | | be part of the | | +| | | | programs after | | +| | | | 10/22/19, but | | +| | | | we will honor | | +| | | | the declining | | +| | | | deductible | | +| | | | feature for | | +| | | | your first | | +| | | | claim filed | | +| | | | after 10/22/19, | | +| | | | as long as you | | +| | | | have been | | +| | | | enrolled in the | | +| | | | program and | | +| | | | have been | | +| | | | claim-free for | | +| | | | at least 6 | | +| | | | months prior to | | +| | | | 10/22/19. If | | +| | | | the device is | | +| | | | eligible for a | | +| | | | declining | | +| | | | deductible | | +| | | | discount, it | | +| | | | will be | | +| | | | calculated | | +| | | | using the | | +| | | | pre-10/22 | | +| | | | deductible | | +| | | | table. Please | | +| | | | visit phoneclai | | +| | | | m.com/att to | | +| | | | see the | | +| | | | pre-10/22 | | +| | | | deductible | | +| | | | table. 6 Video | | +| | | | size | | +| | | | limitations may | | +| | | | apply. Contoso | | +| | | | Protect | | +| | | | Advantage Plans | | +| | | | include Protect | | +| | | | Insurance for 1 | | +| | | | or 4, ProTech | | +| | | | support and the | | +| | | | Contoso Photo | | +| | | | Storage app. | | +| | | | Protect | | +| | | | Insurance for 1 | | +| | | | and 4 and Contoso | | +| | | | Mobile | | +| | | | Insurance are | | +| | | | underwritten by | | +| | | | Continental | | +| | | | Casualty | | +| | | | Company, a CNA | | +| | | | company (CNA), | | +| | | | Chicago, IL, | | +| | | | and | | +| | | | administered by | | +| | | | Asurion | | +| | | | Protection | | +| | | | Services, LLC | | +| | | | (in Iowa, Lic. | | +| | | | #1001002300; in | | +| | | | California, | | +| | | | Asurion | | +| | | | Protection | | +| | | | Services | | +| | | | Insurance | | +| | | | Agency, LLC, CA | | +| | | | Lic. #0D63161), | | +| | | | a licensed | | +| | | | agent of CNA. | | +| | | | Limitations and | | +| | | | exclusions | | +| | | | apply. See | | +| | | | terms and | | +| | | | conditions for | | +| | | | more informatio | | +| | | | n.Terms and | | +| | | | Conditions for | | +| | | | legacy | | +| | | | protection | | +| | | | plans can be | | +| | | | found at Device | | +| | | | Protection | | +| | | | Terms and | | +| | | | Conditions. | | +| | | | back to top | | +| | | | image Source: | | +| | | | Content: Contoso | | +| | | | Protect | | +| | | | Advantage Meet | | +| | | | the Plans | | +| | | | Provisioning | | +| | | | Selling Tips | | +| | | | Eligibility | | +| | | | ProTech Support | | +| | | | Tools & | | +| | | | Resources | | +| | | | Claims & | | +| | | | Deductibles | | +| | | | FAQ News & | | +| | | | Updates | | +| | | | Effective March | | +| | | | 31, 2023, the | | +| | | | Contoso Protect | | +| | | | Advantage | | +| | | | ProTech App has | | +| | | | been shut down. | | +| | | | Existing users | | +| | | | will have | | +| | | | access until | | +| | | | April 30, 2023. | | +| | | | The Contoso Photo | | +| | | | Storage app is | | +| | | | not impacted | | +| | | | and remains | | +| | | | available for d | | +| | | | ownload.Custome | | +| | | | rs can call | | +| | | | Contoso ProTech | | +| | | | support at | | +| | | | 888-4-PROTECH | | +| | | | (888.477.6832), | | +| | | | or chat with a | | +| | | | ProTech expert | | +| | | | directly on the | | +| | | | Protect | | +| | | | Advantage | | +| | | | website at http | | +| | | | s://att.com/myd | | +| | | | eviceprotection | | +| | | | . Meet the | | +| | | | Plans | | +| | | | Introducing the | | +| | | | simplified | | +| | | | Protect | | +| | | | Advantage | | +| | | | portfolio… | | +| | | | Protect | | +| | | | Advantage for 1 | | +| | | | (Consumer/Busin | | +| | | | ess) 1 | | +| | | | connected | | +| | | | device | | +| | | | (smartphone, | | +| | | | tablet, laptop, | | +| | | | or watch) $14 | | +| | | | or $17/month | | +| | | | depending on | | +| | | | device tier | | +| | | | New York | | +| | | | residents can | | +| | | | purchase the | | +| | | | bundle | | +| | | | components | | +| | | | separately* | | +| | | | Protect | | +| | | | Advantage for 4 | | +| | | | (Consumer/Busin | | +| | | | ess) 4 | | +| | | | devices | | +| | | | (smartphone, | | +| | | | tablet, laptop, | | +| | | | or watch) | | +| | | | Primary device | | +| | | | must be a | | +| | | | connected | | +| | | | smartphone, | | +| | | | tablet, or | | +| | | | watch. Wi-Fi | | +| | | | Tablets are the | | +| | | | only eligible | | +| | | | non-connected | | +| | | | device | | +| | | | $45/month all | | +| | | | device tiers | | +| | | | New York | | +| | | | residents can | | +| | | | purchase the | | +| | | | bundle | | +| | | | components | | +| | | | separately* | | +| | | | keeping the | | +| | | | best parts of | | +| | | | Protect | | +| | | | Advantage... | | +| | | | As soon as same | | +| | | | day replacement | | +| | | | and setup | | +| | | | Unlimited $0 | | +| | | | battery | | +| | | | replacements | | +| | | | Unlimited photo | | +| | | | & video storage | | +| | | | ProTech support | | +| | | | /Business | | +| | | | ProTech Support | | +| | | | Simple Setup | | +| | | | support | | +| | | | ...with | | +| | | | enhanced | | +| | | | benefits | | +| | | | Unlimited $29 | | +| | | | screen repair | | +| | | | claims with | | +| | | | expanded | | +| | | | coverage | | +| | | | Unlimited | | +| | | | claims for | | +| | | | device out-of- | | +| | | | warranty | | +| | | | malfunctions | | +| | | | Next day | | +| | | | replacement and | | +| | | | setup Device | | +| | | | sanitization | | +| | | | Device buff and | | +| | | | polish In- | | +| | | | Person | | +| | | | performance | | +| | | | promise Device | | +| | | | data recovery | | +| | | | More total | | +| | | | claims for | | +| | | | better | | +| | | | protection | | +| | | | Increasing max | | +| | | | device value | | +| | | | from $2500 to | | +| | | | $3500 NY | | +| | | | residents must | | +| | | | call customer | | +| | | | care to request | | +| | | | addition of the | | +| | | | standalone | | +| | | | features.  | | +| | | | Visit Protect | | +| | | | Advantage - New | | +| | | | York Customers | | +| | | | Handling - BCSS | | +| | | | Legacy device | | +| | | | protection | | +| | | | plans (enrolled | | +| | | | pre-2/24/22) | | +| | | | Mobile | | +| | | | Insurance and | | +| | | | previous PA1 | | +| | | | and PA4 are | | +| | | | retired | | +| | | | effective | | +| | | | 2/24/22 | | +| | | | Customers are | | +| | | | grandfathered | | +| | | | and can keep | | +| | | | their current | | +| | | | plan, pricing, | | +| | | | and benefits. | | +| | | | Even when | | +| | | | upgrading! | | +| | | | Customers | | +| | | | cannot move | | +| | | | between legacy | | +| | | | plans. If a | | +| | | | customer | | +| | | | requests to | | +| | | | upgrade from | | +| | | | legacy MI or | | +| | | | PA4, they will | | +| | | | need to select | | +| | | | a current | | +| | | | Protect | | +| | | | Advantage Plan. | | +| | | | If a customer | | +| | | | removes a | | +| | | | legacy plan, | | +| | | | they cannot be | | +| | | | re-added or | | +| | | | enrolled. This | | +| | | | includes when | | +| | | | device | | +| | | | protection | | +| | | | plans are | | +| | | | removed to | | +| | | | perform | | +| | | | internal | | +| | | | processes like | | +| | | | a Transfer of | | +| | | | Billing | | +| | | | Responsibility. | | +| | | | The legacy | | +| | | | features cannot | | +| | | | be recovered. | | +| | | | See Contoso | | +| | | | Protect | | +| | | | Advantage and | | +| | | | Mobile | | +| | | | Insurance | | +| | | | (Retired Plans) | | +| | | | - BCSS to | | +| | | | support | | +| | | | customers with | | +| | | | these plans. | | +| | | | The new | | +| | | | offersTiered | | +| | | | pricing and | | +| | | | replacement | | +| | | | deductibles for | | +| | | | the new Protect | | +| | | | Advantage plans | | +| | | | Device Tiers D | | +| | | | eductibles/Serv | | +| | | | ice Fee for | | +| | | | Replacement | | +| | | | Claims | | +| | | | (Excluding Wi- | | +| | | | Fi only | | +| | | | tablets) | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge | | +| | | | *NEW* Protect | | +| | | | Advantage for 1 | | +| | | | *NEW* Protect | | +| | | | Advantage for 4 | | +| | | | 1 $25 $14 | | +| | | | $45 2 | | +| | | | $100 $14 $45 | | +| | | | 3 $225 $17 | | +| | | | $45 4 | | +| | | | $275 $17 $45 | | +| | | | Compare the | | +| | | | plans Contoso | | +| | | | Protect | | +| | | | Advantage for | | +| | | | 1* Contoso | | +| | | | Protect | | +| | | | Advantage for | | +| | | | 4* Before | | +| | | | 2/24/2022 On | | +| | | | and After | | +| | | | 2/24/2022 | | +| | | | Before | | +| | | | 2/24/2022 On | | +| | | | and After | | +| | | | 2/24/2022 # of | | +| | | | Devices Covered | | +| | | | 4 (phones, | | +| | | | tablets, | | +| | | | watches | | +| | | | laptops) 4 | | +| | | | (phones, | | +| | | | tablets and | | +| | | | connected | | +| | | | watches & | | +| | | | laptops) | | +| | | | Protection | | +| | | | Lost, Theft, | | +| | | | and Physical | | +| | | | Damage Claim | | +| | | | Limit (12 | | +| | | | consecutive | | +| | | | months) 3 | | +| | | | claims 3 | | +| | | | claims** 8 | | +| | | | shared claims | | +| | | | 8 shared | | +| | | | claims** | | +| | | | Accidental | | +| | | | Damage from | | +| | | | Handling (ADH) | | +| | | | Claim Limit (12 | | +| | | | consecutive | | +| | | | months) Counts | | +| | | | against claim | | +| | | | limit 2 claims | | +| | | | Counts against | | +| | | | claim limit 6 | | +| | | | shared claims | | +| | | | Maximum Claim | | +| | | | Value $2500 | | +| | | | per claim | | +| | | | $3500 per claim | | +| | | | $2500 per claim | | +| | | | $3500 per claim | | +| | | | Screen Repair | | +| | | | ($29 | | +| | | | deductible) | | +| | | | Source: | | +| | | | Content: | | +| | | | ✔Selling | | +| | | | Protect | | +| | | | Advantage to | | +| | | | customers | | +| | | | without | | +| | | | protection | | +| | | | Overcome Object | | +| | | | ions:“It’s too | | +| | | | expensive” | | +| | | | Contoso Protect | | +| | | | Advantage can | | +| | | | really save you | | +| | | | money if | | +| | | | something | | +| | | | happens to your | | +| | | | device. A new | | +| | | | smartphone can | | +| | | | cost hundreds | | +| | | | of dollars. | | +| | | | Plus, you get | | +| | | | unlimited $29 | | +| | | | screen repairs | | +| | | | and $0 battery | | +| | | | replacements if | | +| | | | a ProTech | | +| | | | determines your | | +| | | | battery has | | +| | | | failed. “I | | +| | | | have a backup | | +| | | | phone” It’s | | +| | | | good to have a | | +| | | | backup plan; | | +| | | | however, older | | +| | | | devices get | | +| | | | more and more | | +| | | | outdated every | | +| | | | day. For | | +| | | | example, your | | +| | | | favorite apps | | +| | | | might not work | | +| | | | the same on an | | +| | | | older phone, so | | +| | | | it might be | | +| | | | more | | +| | | | frustrating | | +| | | | than you think | | +| | | | to use an old | | +| | | | device. Some | | +| | | | older devices | | +| | | | that use 3G | | +| | | | technology | | +| | | | won’t even work | | +| | | | on our network | | +| | | | anymore. With | | +| | | | Protect | | +| | | | Advantage, you | | +| | | | could have a | | +| | | | replacement | | +| | | | phone in hand | | +| | | | as soon as the | | +| | | | same day. | | +| | | | You’ll be back | | +| | | | up and running | | +| | | | in no time. “I | | +| | | | don’t need tech | | +| | | | help” Having | | +| | | | coverage means | | +| | | | expecting the | | +| | | | unexpected. I’m | | +| | | | guessing you | | +| | | | also have a | | +| | | | smartwatch and | | +| | | | maybe a tablet, | | +| | | | right? Protect | | +| | | | Advantage for 4 | | +| | | | will cover all | | +| | | | of them in case | | +| | | | they get lost, | | +| | | | stolen, or | | +| | | | damaged, or | | +| | | | experiences an | | +| | | | out of warranty | | +| | | | malfunction. | | +| | | | Plus, ProTech | | +| | | | not only | | +| | | | provides | | +| | | | support for | | +| | | | these devices, | | +| | | | but also almost | | +| | | | everything they | | +| | | | connect to. If | | +| | | | you currently | | +| | | | pay for cloud | | +| | | | storage, the | | +| | | | plan already | | +| | | | saves you money | | +| | | | because Protect | | +| | | | Advantage | | +| | | | includes | | +| | | | unlimited cloud | | +| | | | storage for | | +| | | | your photos and | | +| | | | videos at no | | +| | | | extra cost. “I | | +| | | | don’t need | | +| | | | protection, | | +| | | | please cancel | | +| | | | my plan” We’re | | +| | | | sorry to see | | +| | | | you go. | | +| | | | Cancelling your | | +| | | | plan means that | | +| | | | if you lose or | | +| | | | damage your | | +| | | | device, you | | +| | | | won’t be | | +| | | | eligible for | | +| | | | repair or | | +| | | | replacement | | +| | | | options | | +| | | | included in the | | +| | | | Contoso protection | | +| | | | plans. I simply | | +| | | | need you to | | +| | | | confirm you | | +| | | | understand | | +| | | | you’ll lose | | +| | | | these benefits | | +| | | | and I’ll remove | | +| | | | the device | | +| | | | protection plan | | +| | | | effective | | +| | | | today. “I know | | +| | | | how to setup my | | +| | | | phone” I | | +| | | | understand you | | +| | | | are tech-savvy, | | +| | | | but your new | | +| | | | phone may use a | | +| | | | different | | +| | | | operating | | +| | | | system than | | +| | | | your previous | | +| | | | one. With our | | +| | | | ProTech "Simple | | +| | | | Setup" you can | | +| | | | get all your | | +| | | | content | | +| | | | transferred | | +| | | | over to your | | +| | | | new device | | +| | | | quickly and | | +| | | | securely. | | +| | | | You’ll get up | | +| | | | and running in | | +| | | | no time.  | | +| | | | At Contoso we | | +| | | | expect every | | +| | | | interaction to | | +| | | | be conducted | | +| | | | with honesty & | | +| | | | integrity. This | | +| | | | is driven by | | +| | | | our cultural | | +| | | | value of Live | | +| | | | True: Do the | | +| | | | right thing no | | +| | | | compromise and | | +| | | | outlined in our | | +| | | | Code of | | +| | | | Business | | +| | | | Conduct | | +| | | | . Sellers MUST | | +| | | | not: | | +| | | | Knowingly | | +| | | | create or | | +| | | | contribute to | | +| | | | the creation of | | +| | | | phantom churn | | +| | | | Add or change a | | +| | | | service, | | +| | | | feature, | | +| | | | protection plan | | +| | | | or equipment on | | +| | | | a customer's | | +| | | | account without | | +| | | | the customer's | | +| | | | approval | | +| | | | Advise a | | +| | | | customer that | | +| | | | protection is | | +| | | | required | | +| | | | These are | | +| | | | considered | | +| | | | Sales Integrity | | +| | | | Violations. If | | +| | | | you become | | +| | | | aware of a | | +| | | | questionable | | +| | | | sales practice | | +| | | | or are directed | | +| | | | to circumvent | | +| | | | procedures or | | +| | | | controls to | | +| | | | obtain a sale, | | +| | | | you have | | +| | | | responsibility | | +| | | | to report | | +| | | | it. Sellers | | +| | | | MUST: Gain | | +| | | | customer | | +| | | | approval prior | | +| | | | to adding or | | +| | | | changing any | | +| | | | service, | | +| | | | product, | | +| | | | feature, or | | +| | | | protection | | +| | | | plan. | | +| | | | Accurately | | +| | | | disclose | | +| | | | pricing and | | +| | | | capabilities | | +| | | | for all | | +| | | | services, | | +| | | | products, | | +| | | | features, and | | +| | | | protection | | +| | | | plans. Cover | | +| | | | all required | | +| | | | contract | | +| | | | disclosures and | | +| | | | contract | | +| | | | provisions | | +| | | | likely to have | | +| | | | a material | | +| | | | effect on the | | +| | | | customer's | | +| | | | purchase | | +| | | | decisions. | | +| | | | Review the | | +| | | | appropriate | | +| | | | transaction | | +| | | | summary with | | +| | | | the customer | | +| | | | and ensure they | | +| | | | fully | | +| | | | understand all | | +| | | | changes made to | | +| | | | the account, as | | +| | | | well as future | | +| | | | billing | | +| | | | expectations. | | +| | | | Visit the Asset | | +| | | | Protection webs | | +| | | | ite for more | | +| | | | information. | | +| | | | ProTech Support | | +| | | | ProTech Support | | +| | | | offers | | +| | | | unlimited live | | +| | | | support (via | | +| | | | phone or chat) | | +| | | | for device | | +| | | | setup, how-to, | | +| | | | and ongoing tro | | +| | | | ubleshooting: | | +| | | | Customers can | | +| | | | call Contoso | | +| | | | ProTech support | | +| | | | at | | +| | | | 888-4-PROTECH | | +| | | | (888.477.6832), | | +| | | | or chat with a | | +| | | | ProTech expert | | +| | | | directly on the | | +| | | | Protect | | +| | | | Advantage | | +| | | | website at http | | +| | | | s://att.com/myd | | +| | | | eviceprotection | | +| | | | . Experts are | | +| | | | available | | +| | | | Monday - Friday | | +| | | | 8:00 a.m. to 10 | | +| | | | p.m. ET, and | | +| | | | Saturday-Sunday | | +| | | | 9:00 a.m. to | | +| | | | 9:00 p.m. ET. | | +| | | | Access to | | +| | | | personalized | | +| | | | self-help | | +| | | | resources is | | +| | | | available 24/7. | | +| | | | Experts can | | +| | | | help enrolled | | +| | | | customers | | +| | | | customize their | | +| | | | device and | | +| | | | resolve almost | | +| | | | any technical | | +| | | | issue.For | | +| | | | example: Set | | +| | | | up a new device | | +| | | | and connect to | | +| | | | a car, wireless | | +| | | | speakers, Wi-Fi | | +| | | | enabled | | +| | | | devices, and | | +| | | | accessories. | | +| | | | Recommend the | | +| | | | latest apps to | | +| | | | customize the | | +| | | | device. Easily | | +| | | | transfer | | +| | | | content from | | +| | | | one device to | | +| | | | another. | | +| | | | Confirm Privacy | | +| | | | settings and | | +| | | | scan for | | +| | | | viruses. | | +| | | | Assist with | | +| | | | Contoso streaming | | +| | | | and | | +| | | | entertainment | | +| | | | Heads up: | | +| | | | Legacy Source: | | +| | | | Content: Counts | | +| | | | against claim | | +| | | | limit | | +| | | | Unlimited | | +| | | | Counts against | | +| | | | claim limit | | +| | | | Unlimited | | +| | | | Battery | | +| | | | Replacement ($0 | | +| | | | Deductible) | | +| | | | Unlimited | | +| | | | Unlimited | | +| | | | Unlimited | | +| | | | Unlimited Out | | +| | | | of Warranty | | +| | | | Malfunction | | +| | | | Claims Counts | | +| | | | against claim | | +| | | | limit | | +| | | | Unlimited | | +| | | | Counts against | | +| | | | claim limit | | +| | | | Unlimited | | +| | | | Support Same | | +| | | | Day Replacement | | +| | | | and Setup Next | | +| | | | Day Replacement | | +| | | | and Setup In- | | +| | | | Store ProTech | | +| | | | Support (in | | +| | | | select stores | | +| | | | for eligible | | +| | | | devices)*Screen | | +| | | | Repair    | | +| | | | *Battery | | +| | | | Replacement | | +| | | | Device | | +| | | | Sanitization | | +| | | | Device Buff and | | +| | | | Polish Photo | | +| | | | and Video | | +| | | | Storage0with | | +| | | | Contoso Photo | | +| | | | Storage App | | +| | | | Unlimited | | +| | | | Unlimited | | +| | | | Unlimited | | +| | | | Unlimited | | +| | | | Performance | | +| | | | Promise | | +| | | | Checkups | | +| | | | (speed, signal, | | +| | | | battery) | | +| | | | Unlimited | | +| | | | Unlimited | | +| | | | Unlimited | | +| | | | Unlimited In- | | +| | | | Person | | +| | | | Performance | | +| | | | Promise | | +| | | | Checkups | | +| | | | Device Data | | +| | | | Recovery | | +| | | | Pricing | | +| | | | Monthly | | +| | | | Recurring Price | | +| | | | $15 $14 | | +| | | | /$17(tiered by | | +| | | | device model) | | +| | | | $40 $45 | | +| | | | Limitations and | | +| | | | exclusions | | +| | | | apply.  See | | +| | | | terms and | | +| | | | conditions for | | +| | | | more | | +| | | | information. | | +| | | | **Excluding ADH | | +| | | | What you need | | +| | | | to know We | | +| | | | have simplified | | +| | | | billing and | | +| | | | provisioning | | +| | | | Protect | | +| | | | Advantage with | | +| | | | one bundled | | +| | | | SOC. How to | | +| | | | check your | | +| | | | customer’s | | +| | | | enrollment | | +| | | | You can view | | +| | | | the feature tab | | +| | | | in OPUS to | | +| | | | determine if | | +| | | | the customer | | +| | | | has our legacy | | +| | | | device | | +| | | | protection | | +| | | | plans or the | | +| | | | new PA1 or PA4. | | +| | | | SOC Codes The | | +| | | | New Protect | | +| | | | Advantage | | +| | | | (PA1/PA4) | | +| | | | components are: | | +| | | | Device Protecti | | +| | | | on - provides | | +| | | | coverage for | | +| | | | lost, stolen, | | +| | | | and physically | | +| | | | damaged | | +| | | | devices. | | +| | | | Extended | | +| | | | Service | | +| | | | Contract | | +| | | | - provides | | +| | | | additional | | +| | | | claims for | | +| | | | accidental | | +| | | | damage while | | +| | | | handling, $29 | | +| | | | unlimited | | +| | | | screen repair | | +| | | | AND out of | | +| | | | warranty | | +| | | | malfunctions, | | +| | | | including | | +| | | | unlimited $0 | | +| | | | battery | | +| | | | replacements. | | +| | | | Examples of | | +| | | | accidental | | +| | | | damage while | | +| | | | handling are | | +| | | | damage from | | +| | | | dropping a | | +| | | | device, spilled | | +| | | | liquid, and | | +| | | | cracked screens | | +| | | | that can’t be | | +| | | | repaired. | | +| | | | ProTech Support | | +| | | | - provides the | | +| | | | customer person | | +| | | | alized device | | +| | | | voice/chat | | +| | | | technical | | +| | | | support. New | | +| | | | Protect | | +| | | | Advantage | | +| | | | Benefits | | +| | | | (effective | | +| | | | 6/9/22) Next | | +| | | | Day Replacement | | +| | | | and Setup - | | +| | | | midnight local | | +| | | | cutoff vs. 4pm | | +| | | | local time for | | +| | | | Same Day | | +| | | | Replacement and | | +| | | | Setup. In- | | +| | | | Person | | +| | | | Performance | | +| | | | Promise – | | +| | | | provides more | | +| | | | options for | | +| | | | customers to | | +| | | | get performance | | +| | | | promise | | +| | | | checkups with | | +| | | | in-person UBIF | | +| | | | or remote | | +| | | | technicians. | | +| | | | Device | | +| | | | Sanitization – | | +| | | | eliminates | | +| | | | harmful germs | | +| | | | and bacteria on | | +| | | | phones. | | +| | | | Available as | | +| | | | appointment in | | +| | | | UBIF. Device | | +| | | | Buff and Polish | | +| | | | – removes | | +| | | | scratches and | | +| | | | scuffs from | | +| | | | device | | +| | | | (eligible for | | +| | | | phones and | | +| | | | Apple watches | | +| | | | only). | | +| | | | Available as | | +| | | | appointment in | | +| | | | UBIF. Benefit | | +| | | | will ramp | | +| | | | throughout | | +| | | | 2022. Device | | +| | | | Data Recovery – | | +| | | | attempts to | | +| | | | help customers | | +| | | | who are unable | | +| | | | to recover | | +| | | | data, | | +| | | | especially more | | +| | | | complex | | +| | | | situations. | | +| | | | Available as | | +| | | | appointment in | | +| | | | UBIF. | | +| | | | Eligibility | | +| | | | When customers | | +| | | | can add Protect | | +| | | | Advantage: | | +| | | | During the | | +| | | | device purchase | | +| | | | within the | | +| | | | activation or | | +| | | | upgrade flow | | +| | | | Within 30 days | | +| | | | following a | | +| | | | qualified | | +| | | | activation or | | +| | | | upgrade.  | | +| | | | During Open | | +| | | | Enrollment | | +| | | | Periods  | | +| | | | Eligible | | +| | | | devices: | | +| | | | Connected | | +| | | | phones, | | +| | | | smartwatches, | | +| | | | tablets, and la | | +| | | | ptops. Eligible | | +| | | | mobile devices | | +| | | | that are | | +| | | | connected to | | +| | | | the Contoso | | +| | | | wireless | | +| | | | network with a | | +| | | | postpaid | | +| | | | monthly voice | | +| | | | or data plan.  | | +| | | | PA1 covers 1 | | +| | | | connected | | +| | | | device PA4 | | +| | | | covers up to 4 | | +| | | | connected | | +| | | | devices | | +| | | | Non-connected | | +| | | | tablets (Wi-Fi | | +| | | | only tablet) | | +| | | | PA4 only | | +| | | | Customer owned | | +| | | | equipment: | | +| | | | Customers | | +| | | | bringing their | | +| | | | own device | | +| | | | (BYOD5)  | | +| | | | Dual SIM (DSDS) | | +| | | | devices: The | | +| | | | customer has | | +| | | | the same 30-day | | +| | | | enrollment | | +| | | | period (30 days | | +| | | | from service | | +| | | | activation or | | +| | | | upgrade) with | | +| | | | each customer | | +| | | | telephone | | +| | | | number (CTN) | | +| | | | activation or | | +| | | | upgrade to this | | +| | | | device. | | +| | | | Activation may | | +| | | | occur at | | +| | | | different times | | +| | | | for each CTN. | | +| | | | Only enroll | | +| | | | Protect | | +| | | | Advantage on | | +| | | | one CTN | | +| | | | associated with | | +| | | | the device. Do | | +| | | | not enroll | | +| | | | Protect | | +| | | | Advantage on | | +| | | | multiple CTNs | | +| | | | on a DSDS | | +| | | | device. Before | | +| | | | adding, always | | +| | | | confirm with | | +| | | | the customer | | +| | | | that device | | +| | | | protection | | +| | | | coverage is not | | +| | | | already active | | +| | | | on another CTN. | | +| | | | Always | | +| | | | authenticate | | +| | | | each billing | | +| | | | account number | | +| | | | (BAN) | | +| | | | separately | | +| | | | based on the | | +| | | | rules for the | | +| | | | BAN type. If | | +| | | | the Contoso | | +| | | | Protect | | +| | | | Advantage for 4 | | +| | | | is active on | | +| | | | the account, | | +| | | | tell the | | +| | | | customer that | | +| | | | their DSDS | | +| | | | device is | | +| | | | eligible to be | | +| | | | 1 of 3 | | +| | | | protected | | +| | | | devices | | +| | | | Provisioning | | +| | | | Source: | | +| | | | Content: | | +| | | | Mobile | | +| | | | Insurance | | +| | | | customers do | | +| | | | not qualify.For | | +| | | | full details on | | +| | | | ProTech | | +| | | | Support, Simple | | +| | | | Setup, and | | +| | | | Unlimited Photo | | +| | | | and Video | | +| | | | storage using | | +| | | | the Contoso Photo | | +| | | | Storage applica | | +| | | | tion visit Contoso | | +| | | | Protect | | +| | | | Advantage - | | +| | | | ProTech Support | | +| | | | and Contoso Photo | | +| | | | Storage App - | | +| | | | BCSSBusiness | | +| | | | CustomersContoso | | +| | | | Protect | | +| | | | Advantage for | | +| | | | Business offers | | +| | | | a dedicated | | +| | | | group of | | +| | | | ProTech Support | | +| | | | experts who are | | +| | | | trained to | | +| | | | assist with | | +| | | | questions on | | +| | | | business | | +| | | | applications | | +| | | | and device | | +| | | | questions. They | | +| | | | are | | +| | | | specifically | | +| | | | trained to | | +| | | | support Contoso | | +| | | | Mobile Business | | +| | | | apps, and many | | +| | | | of the most | | +| | | | used third- | | +| | | | party business | | +| | | | apps such as | | +| | | | Google Docs, | | +| | | | Office 365, | | +| | | | Dropbox, and | | +| | | | Cisco WebEx.  | | +| | | | Business | | +| | | | ProTech Support | | +| | | | can be reached | | +| | | | at | | +| | | | 888.562.8662. | | +| | | | Upon | | +| | | | enrollment, | | +| | | | provide every | | +| | | | customer with a | | +| | | | copy of the | | +| | | | Contoso Protect | | +| | | | Advantage for | | +| | | | Business | | +| | | | Brochure . | | +| | | | Customer | | +| | | | Proprietary | | +| | | | Network | | +| | | | Information | | +| | | | (CPNI) | | +| | | | Notification - | | +| | | | Approved | | +| | | | Permanent | | +| | | | Consent or | | +| | | | Duration of | | +| | | | Call (DOC) is | | +| | | | required prior | | +| | | | to offering any | | +| | | | Contoso Protect | | +| | | | Advantage | | +| | | | product to | | +| | | | qualifying | | +| | | | Business | | +| | | | customers. For | | +| | | | additional | | +| | | | information, | | +| | | | see the CPNI | | +| | | | policy | | +| | | | applicable to | | +| | | | your channel. | | +| | | | See Related | | +| | | | Links. Access | | +| | | | to articles in | | +| | | | Related Links | | +| | | | is restricted | | +| | | | based on your | | +| | | | Customer | | +| | | | Connect | | +| | | | profile. | | +| | | | Claims and | | +| | | | Deductibles | | +| | | | Claims process, | | +| | | | deductibles and | | +| | | | service fees, | | +| | | | escalations  | | +| | | | Once enrolled | | +| | | | in device | | +| | | | protection, | | +| | | | there is no | | +| | | | waiting period | | +| | | | before a | | +| | | | customer can | | +| | | | file a claim | | +| | | | for connected | | +| | | | devices | | +| | | | (phones, | | +| | | | smartwatches, | | +| | | | tablets, | | +| | | | laptops). | | +| | | | There is a | | +| | | | 30-day waiting | | +| | | | period for non- | | +| | | | connected | | +| | | | tablets. A | | +| | | | customer has 60 | | +| | | | days from the | | +| | | | incident date | | +| | | | to file a | | +| | | | claim. To make | | +| | | | a claim visit p | | +| | | | honeclaim.com/a | | +| | | | tt, or call | | +| | | | Asurion | | +| | | | Customer Care | | +| | | | at | | +| | | | 888.562.8662: | | +| | | | Monday - Friday | | +| | | | 8:00 a.m. - | | +| | | | 10:00 p.m. ET.  | | +| | | | Saturday - | | +| | | | Sunday 9:00 | | +| | | | a.m. - 9:00 | | +| | | | p.m. ET.  | | +| | | | A non- | | +| | | | refundable | | +| | | | deductible is | | +| | | | charged for | | +| | | | each approved | | +| | | | claim. Deductib | | +| | | | le/service fee | | +| | | | amounts are | | +| | | | based on the | | +| | | | device tier and | | +| | | | are in the Contoso | | +| | | | Protect | | +| | | | Advantage for | | +| | | | Business | | +| | | | Brochure and | | +| | | | online. To view | | +| | | | the most up to | | +| | | | date full list | | +| | | | of eligible | | +| | | | devices by | | +| | | | deductible, | | +| | | | visit phoneclai | | +| | | | m.com/att. For | | +| | | | more details | | +| | | | visit Contoso | | +| | | | Protect | | +| | | | Advantage - | | +| | | | Claims, | | +| | | | Escalations, | | +| | | | and Deductibles | | +| | | | /Service Fees - | | +| | | | BCSS All | | +| | | | eligible screen | | +| | | | and out-of- | | +| | | | warranty | | +| | | | malfunction | | +| | | | repairs have a | | +| | | | service fee of | | +| | | | $29 each time.  | | +| | | | For more | | +| | | | details | | +| | | | view Device | | +| | | | Protection | | +| | | | Screen Repair | | +| | | | Option - BCSS | | +| | | | (coming soon) | | +| | | | Tools & | | +| | | | Resources | | +| | | | Protect | | +| | | | Advantage | | +| | | | Trainings:Contoso | | +| | | | Device | | +| | | | Protection Plan | | +| | | | Enhancements  | | +| | | | Job | | +| | | | Aids: BYODContoso | | +| | | | Photo | | +| | | | StorageApp | | +| | | | Complimentary | | +| | | | AccessKnow the | | +| | | | Facts (Why | | +| | | | Protection Job | | +| | | | Aid)Protect | | +| | | | Advantage | | +| | | | Huddle | | +| | | | GuideSimple | | +| | | | SetupContoso | | +| | | | Protect | | +| | | | Advantage | | +| | | | Retention | | +| | | | Huddle Guide  | | +| | | | Helpful | | +| | | | Links:Device | | +| | | | Protection Calc | | +| | | | ulator Mobile | | +| | | | Sales Tool for | | +| | | | BusinessDevice | | +| | | | Protection | | +| | | | Terms & | | +| | | | Conditions | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 41 | Are taxes | I don't | Content: & | 1 | +| | applied to | know. | Cell Booster | | +| | Cell | | Pro do not | | +| | Booster/Pro | | qualify for | | +| | devices? | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Customers that | | +| | | | activate a Cell | | +| | | | Booster Pro | | +| | | | will have | | +| | | | access to view | | +| | | | performance | | +| | | | reports. This | | +| | | | feature allows | | +| | | | customers to | | +| | | | see a 13-month | | +| | | | report that | | +| | | | displays | | +| | | | wireless usage | | +| | | | for that Cell | | +| | | | Booster Pro | | +| | | | Performance | | +| | | | Reports will | | +| | | | only be | | +| | | | displayed for | | +| | | | Cell Booster | | +| | | | Pro and not | | +| | | | available for | | +| | | | Cell Booster. | | +| | | | To access the | | +| | | | performance | | +| | | | reports, from | | +| | | | the Home page, | | +| | | | click Settings | | +| | | | > Performance | | +| | | | Reports. ¶ | | +| | | | Back to Top ¶ | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) The | | +| | | | Contoso Cell | | +| | | | Booster | | +| | | | app/portal is | | +| | | | the primary | | +| | | | portal for | | +| | | | customers to | | +| | | | use to activate | | +| | | | and manage | | +| | | | their Cell | | +| | | | Booster device. | | +| | | | For troubleshoo | | +| | | | ting, agents | | +| | | | can impersonate | | +| | | | or mimic the | | +| | | | customer in the | | +| | | | app/portal and | | +| | | | have access to | | +| | | | the same view | | +| | | | and functions | | +| | | | as the | | +| | | | customer.¶ To | | +| | | | access the | | +| | | | customer | | +| | | | app/portal, the | | +| | | | agent will | | +| | | | query the | | +| | | | customer using | | +| | | | the customer's | | +| | | | existing Login | | +| | | | ID used to | | +| | | | access the Cell | | +| | | | Booster | | +| | | | app/portal. | | +| | | | Follow the | | +| | | | steps below to | | +| | | | impersonate | | +| | | | using the | | +| | | | Impersonation | | +| | | | Tool:¶ ¶ | | +| | | | Access the | | +| | | | tool: https://c | | +| | | | ellbooster.aws. | | +| | | | cloud.att.com/s | | +| | | | upportContent/i | | +| | | | ndex.html | | +| | | | Login using | | +| | | | Contoso Global | | +| | | | Login Select | | +| | | | the Customer | | +| | | | Type from the | | +| | | | drop-down: | | +| | | | Customer, | | +| | | | Business or | | +| | | | FirstNet | | +| | | | Customer Type - | | +| | | | Screenshot. | | +| | | | Input the Login | | +| | | | ID and click | | +| | | | Impersonate to | | +| | | | see all Cell | | +| | | | Boosters | | +| | | | associated with | | +| | | | the customer | | +| | | | profile Login | | +| | | | ID - | | +| | | | Screenshot.¶ | | +| | | | If the user has | | +| | | | a registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear | | +| | | | Registered User | | +| | | | - Screenshot.If | | +| | | | the user does | | +| | | | not have a | | +| | | | registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear Non- | | +| | | | Registered User | | +| | | | - Screenshot.¶ | | +| | | | Note: The | | +| | | | customer must | | +| | | | accept the | | +| | | | Terms and | | +| | | | Conditions when | | +| | | | registering | | +| | | | their first | | +| | | | device. The | | +| | | | agent cannot | | +| | | | perform this on | | +| | | | behalf of the | | +| | | | user. The Terms | | +| | | | and Conditions | | +| | | | need to be | | +| | | | accepted before | | +| | | | an agent can | | +| | | | perform any | | +| | | | impersonation. | | +| | | | ¶ ¶ Login | | +| | | | ID:¶ ¶ Agents | | +| | | | should see the | | +| | | | Login ID | | +| | | | associated to | | +| | | | the user in | | +| | | | TSRM. The Login | | +| | | | ID will be | | +| | | | returned to | | +| | | | TSRM UI (via | | +| | | | ISSAC WF) when | | +| | | | the agent | | +| | | | queries the | | +| | | | Cell Booster | | +| | | | Portal data by | | +| | | | mobile number | | +| | | | or serial | | +| | | | number. The | | +| | | | Login ID will | | +| | | | also be | | +| | | | displayed in | | +| | | | Torch under | | +| | | | Device | | +| | | | Information | | +| | | | under the | | +| | | | Customer Login | | +| | | | ID field. TORCH | | +| | | | Login ID - | | +| | | | Screenshot The | | +| | | | agent can ask | | +| | | | the customer or | | +| | | | search via any | | +| | | | HALO tools | | +| | | | What if the | | +| | | | user's Login ID | | +| | | | has changed?¶ | | +| | | | The user or | | +| | | | Admin will have | | +| | | | to go into the | | +| | | | Cell Booster | | +| | | | Portal and add | | +| | | | another admin | | +| | | | user with the | | +| | | | new Login ID | | +| | | | and delete the | | +| | | | existing | | +| | | | user/admin¶ | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support ¶ | | +| | | | Roles¶ ¶ | | +| | | | BMC/BME General | | +| | | | Care can assist | | +| | | | customers with | | +| | | | general Contoso | | +| | | | Cell Booster | | +| | | | inquiries and | | +| | | | billing | | +| | | | support¶ ¶ | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing an | | +| | | | issue with | | +| | | | their Contoso Cell | | +| | | | Booster to BMTS | | +| | | | using the | | +| | | | Directory Tool¶ | | +| | | | BMTS provides | | +| | | | troubleshooting | | +| | | | assistance for | | +| | | | all Contoso Cell | | +| | | | Booster issues | | +| | | | using the Contoso | | +| | | | Cell Booster | | +| | | | Technical Guide | | +| | | | script (TS&R - | | +| | | | Troubleshoot & | | +| | | | Resolve Tool - | | +| | | | ETA TBD)¶ For | | +| | | | more | | +| | | | information on | | +| | | | troubleshooting | | +| | | | connectivity | | +| | | | issues, refer | | +| | | | to Contoso Cell | | +| | | | Booster: | | +| | | | Broadband | | +| | | | Internet | | +| | | | Connectivity Tr | | +| | | | oubleshooting¶ | | +| | | | ¶ Source: | | +| | | | Content: Jump | | +| | | | To: Activation | | +| | | | and | | +| | | | Registration | | +| | | | Location | | +| | | | Updates and | | +| | | | Disconnect | | +| | | | Adding Admin | | +| | | | Access Update | | +| | | | Notification | | +| | | | Settings | | +| | | | Performance | | +| | | | Report (Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support FAQ | | +| | | | What's New | | +| | | | Contoso Cell | | +| | | | Booster ProSM – | | +| | | | FirstNet Closed | | +| | | | Mode User | | +| | | | Experience** | | +| | | | Notice: Contoso | | +| | | | and FirstNet | | +| | | | have discovered | | +| | | | a user | | +| | | | experience | | +| | | | issue with Cell | | +| | | | Booster Pros in | | +| | | | Closed Mode*. A | | +| | | | workaround is | | +| | | | available, and | | +| | | | a fix is | | +| | | | expected in | | +| | | | 2023. Issue: | | +| | | | Users not on | | +| | | | the Authorized | | +| | | | User list may | | +| | | | experience | | +| | | | service issues | | +| | | | when in range | | +| | | | of a Closed | | +| | | | Cell Booster | | +| | | | Pro. Users | | +| | | | could encounter | | +| | | | periods of no | | +| | | | service, no | | +| | | | bars, or full | | +| | | | bars without | | +| | | | access to | | +| | | | voice, text, or | | +| | | | data services. | | +| | | | Once the user | | +| | | | leaves the Cell | | +| | | | Booster Pro | | +| | | | coverage area, | | +| | | | the phone can | | +| | | | take over 10 | | +| | | | minutes before | | +| | | | service is | | +| | | | restored. To | | +| | | | restore service | | +| | | | faster, users | | +| | | | can toggle | | +| | | | Airplane mode | | +| | | | to reconnect to | | +| | | | the neighboring | | +| | | | macro tower | | +| | | | immediately. | | +| | | | Workaround: To | | +| | | | prevent this, | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | administrators | | +| | | | can switch to | | +| | | | Open Mode in | | +| | | | the Cell | | +| | | | Booster Pro | | +| | | | mobile app or | | +| | | | online | | +| | | | management | | +| | | | portal. | | +| | | | Instructions | | +| | | | can be found on | | +| | | | Page 5 of the | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | User & | | +| | | | Technical Guide | | +| | | | (firstnet.com). | | +| | | | Cell Booster | | +| | | | Pros have | | +| | | | industry | | +| | | | leading | | +| | | | security, and | | +| | | | all | | +| | | | communications | | +| | | | are encrypted | | +| | | | through a | | +| | | | secure tunnel | | +| | | | back to Contoso’s | | +| | | | Core. Contoso and | | +| | | | FirstNet will | | +| | | | also | | +| | | | temporarily | | +| | | | allow up to 5 | | +| | | | users to | | +| | | | connect to a | | +| | | | Closed Cell | | +| | | | Booster Pro in | | +| | | | the coming | | +| | | | weeks, even if | | +| | | | they aren’t on | | +| | | | the Whitelist, | | +| | | | to mitigate | | +| | | | this issue. | | +| | | | Resolution: A | | +| | | | fix for Closed | | +| | | | Mode will be | | +| | | | released in | | +| | | | 2023. After | | +| | | | this fix is | | +| | | | released, the | | +| | | | number of non- | | +| | | | whitelisted | | +| | | | connections | | +| | | | will drop back | | +| | | | down to 0. You | | +| | | | will receive a | | +| | | | follow-up | | +| | | | communication | | +| | | | once this fix | | +| | | | is released. | | +| | | | Questions: | | +| | | | Visit www.first | | +| | | | net.com/cellboo | | +| | | | sterpro or | | +| | | | contact | | +| | | | FirstNet | | +| | | | Customer Care | | +| | | | at | | +| | | | 800.574.7000. | | +| | | | *Closed Mode is | | +| | | | also known as | | +| | | | Whitelisting or | | +| | | | Closed | | +| | | | Subscriber | | +| | | | Group. | | +| | | | **Information | | +| | | | added November | | +| | | | 9, 2022. | | +| | | | Activation and | | +| | | | Registration | | +| | | | Heads Up: U.S. | | +| | | | Counties | | +| | | | (please click | | +| | | | on the | | +| | | | hyperlink to | | +| | | | view all listed | | +| | | | counties) where | | +| | | | only one radio | | +| | | | can be enabled. | | +| | | | To Activate and | | +| | | | Register the | | +| | | | Contoso Cell | | +| | | | Booster, follow | | +| | | | these steps:¶ | | +| | | | ¶ Download the | | +| | | | Contoso Cell | | +| | | | Booster app. | | +| | | | It's available | | +| | | | in the App | | +| | | | Store, iTunes | | +| | | | or the customer | | +| | | | can scan the QR | | +| | | | Code on the | | +| | | | Box/Device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription.¶ | | +| | | | ¶ Note: If the | | +| | | | QR code does | | +| | | | not work for | | +| | | | the customer, | | +| | | | then instruct | | +| | | | the customer to | | +| | | | either download | | +| | | | the Contoso Cell | | +| | | | Booster app | | +| | | | directly from | | +| | | | the App Store | | +| | | | or go to att.co | | +| | | | m/cellbooster . | | +| | | | ¶ When the app | | +| | | | is downloaded | | +| | | | and opened, the | | +| | | | first screen | | +| | | | will say | | +| | | | Welcome to Contoso | | +| | | | Cell Booster. | | +| | | | Users are asked | | +| | | | to select their | | +| | | | account type:¶ | | +| | | | Personal or | | +| | | | Small Business | | +| | | | - att.com/myatt | | +| | | | appEnterprise | | +| | | | or FirstNet | | +| | | | Subscriber Paid | | +| | | | (FirstNet | | +| | | | customer who | | +| | | | pays their own | | +| | | | bill) - | | +| | | | att.com/premier | | +| | | | FirstNet Agency | | +| | | | Paid - https:// | | +| | | | wireless.firstn | | +| | | | et.att.com ¶ | | +| | | | After the | | +| | | | account type is | | +| | | | selected, the | | +| | | | customer will | | +| | | | need to enter | | +| | | | their account | | +| | | | credentials to | | +| | | | login and | | +| | | | authenticate to | | +| | | | the portal. ¶ | | +| | | | Personal and | | +| | | | Small Business | | +| | | | uses existing | | +| | | | MyATT.com | | +| | | | username and | | +| | | | pw¶ Do not | | +| | | | create new | | +| | | | login using the | | +| | | | phone number as | | +| | | | the login (to | | +| | | | mirror | | +| | | | MicroCell). | | +| | | | Users need to | | +| | | | authenticate | | +| | | | with their | | +| | | | myContoso login. | | +| | | | ¶ Enterprise | | +| | | | uses Premier | | +| | | | username and Pa | | +| | | | sswordFirstNet | | +| | | | uses FirstNet | | +| | | | Central | | +| | | | username and | | +| | | | Password¶ When | | +| | | | the Cell | | +| | | | Booster App is | | +| | | | downloaded, an | | +| | | | end user | | +| | | | agreement | | +| | | | (EULA) must be | | +| | | | accepted, then | | +| | | | when they | | +| | | | login, the | | +| | | | Terms of | | +| | | | Service needs | | +| | | | to be accepted. | | +| | | | Once Terms of | | +| | | | Service are | | +| | | | accepted, users | | +| | | | will not be | | +| | | | required to | | +| | | | read through | | +| | | | them again. | | +| | | | After the Terms | | +| | | | of Service are | | +| | | | accepted, the | | +| | | | customer will | | +| | | | click on Setup | | +| | | | a Cell Booster | | +| | | | blue button | | +| | | | The customer | | +| | | | will then need | | +| | | | to fill out the | | +| | | | following | | +| | | | fields then | | +| | | | click Next once | | +| | | | all fields are | | +| | | | filled out:¶ | | +| | | | First NameLast | | +| | | | NameSerial | | +| | | | number of the | | +| | | | Cell Booster | | +| | | | (customer can | | +| | | | scan the QR | | +| | | | code via mobile | | +| | | | or entered | | +| | | | manually if | | +| | | | using the web | | +| | | | app; serial | | +| | | | number can be | | +| | | | found on device | | +| | | | label)Contoso | | +| | | | mobile phone | | +| | | | number for Cell | | +| | | | Booster portal | | +| | | | notificationsPr | | +| | | | eferred email | | +| | | | for Cell | | +| | | | Booster portal | | +| | | | notificationsCe | | +| | | | ll Booster | | +| | | | NicknameNote: | | +| | | | If it's a Cell | | +| | | | Booster Pro, | | +| | | | users will see | | +| | | | additional drop | | +| | | | down Cell | | +| | | | Booster Type to | | +| | | | select | | +| | | | appropriate | | +| | | | Cell Booster | | +| | | | configuration: | | +| | | | • Contoso for | | +| | | | Enterprise or | | +| | | | Small Business | | +| | | | customers. • | | +| | | | FirstNet for a | | +| | | | FirstNet agency | | +| | | | or Subscriber | | +| | | | Paid customer.¶ | | +| | | | The Enter Cell | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 42 | Can Cell | I don't | Content: & | 1 | +| | Booster/Pro | know. | Cell Booster | | +| | be purchased | | Pro do not | | +| | on an | | qualify for | | +| | installment | | compensation or | | +| | plan? | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: to | | +| | | | the new | | +| | | | location.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | the customer | | +| | | | contacts their | | +| | | | Contoso account | | +| | | | manager to add | | +| | | | the device to | | +| | | | the existing | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (pseudo CTN) at | | +| | | | that address | | +| | | | location, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Has | | +| | | | billing | | +| | | | issues/concerns | | +| | | | Assist the | | +| | | | customer with | | +| | | | billing issues. | | +| | | | For more | | +| | | | information on | | +| | | | device price, | | +| | | | features, and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS. | | +| | | | Wants to | | +| | | | complete a | | +| | | | Warranty | | +| | | | Exchange ¶ | | +| | | | Bridge the | | +| | | | customer to | | +| | | | BMTS using the | | +| | | | Directory Tool. | | +| | | | After the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | process: if | | +| | | | there's a | | +| | | | Professional | | +| | | | Installation | | +| | | | needed - please | | +| | | | follow below | | +| | | | steps. Note: | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro. ¶ | | +| | | | ¶ The | | +| | | | installation | | +| | | | option will | | +| | | | automatically | | +| | | | pop up in the | | +| | | | buy OPUS flow. | | +| | | | Users also have | | +| | | | the option to | | +| | | | place an | | +| | | | install only | | +| | | | order, | | +| | | | Professional | | +| | | | Installation is | | +| | | | offered with a | | +| | | | onetime charge | | +| | | | fee. When the | | +| | | | installation | | +| | | | option is | | +| | | | selected, the | | +| | | | user will be | | +| | | | presented | | +| | | | installation | | +| | | | scheduling | | +| | | | screens to | | +| | | | include:¶ | | +| | | | Customer | | +| | | | requested due | | +| | | | date (minimum | | +| | | | 10 business | | +| | | | days from order | | +| | | | date)Customer | | +| | | | contact name, | | +| | | | number, and | | +| | | | email address | | +| | | | Customer | | +| | | | location for | | +| | | | installation¶ | | +| | | | ¶ Advises you | | +| | | | they had the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | installed by | | +| | | | Contoso, but it is | | +| | | | not working and | | +| | | | requests for a | | +| | | | technician to | | +| | | | return to | | +| | | | location Wants | | +| | | | to set-up a | | +| | | | Premier account | | +| | | | ¶ Refer to the | | +| | | | Premier Login | | +| | | | Assistance - | | +| | | | BCSS. Reminder: | | +| | | | Small Business | | +| | | | customers use | | +| | | | MyATT.COM.¶ ¶ | | +| | | | Select | | +| | | | Determining if | | +| | | | a Premier Site | | +| | | | Exist to | | +| | | | determine if | | +| | | | the customer | | +| | | | has an existing | | +| | | | Premier Site.¶ | | +| | | | ¶ If yes, | | +| | | | assist the | | +| | | | customer with | | +| | | | resetting | | +| | | | existing logins | | +| | | | and/or | | +| | | | passwords for | | +| | | | Premier Online | | +| | | | Care.If no, | | +| | | | assist the | | +| | | | customer with a | | +| | | | New Premier | | +| | | | Site Build | | +| | | | Request.¶ Has | | +| | | | self-installed | | +| | | | device status | | +| | | | questions ¶ | | +| | | | Log into TORCH, | | +| | | | via Link | | +| | | | Center.Enter | | +| | | | the Serial | | +| | | | Number/EID or | | +| | | | query by the | | +| | | | customer's | | +| | | | mobile number | | +| | | | input during | | +| | | | Cell Booster re | | +| | | | gistration.Sele | | +| | | | ct Device | | +| | | | Status.¶ If | | +| | | | Customer Owned | | +| | | | is Set to Then | | +| | | | Yes Transfer | | +| | | | the customer to | | +| | | | BMTS using the | | +| | | | Directory Tool. | | +| | | | Has an Contoso | | +| | | | Owned Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro and | | +| | | | needs technical | | +| | | | assistance No | | +| | | | Transfer the | | +| | | | customer to BM | | +| | | | IoT using the | | +| | | | Directory Tool | | +| | | | and enter PIN | | +| | | | 08674. Is on a | | +| | | | FirstNet | | +| | | | certified | | +| | | | device using a | | +| | | | FN SIM and they | | +| | | | are attempting | | +| | | | to connect to | | +| | | | Cell Booster | | +| | | | Pro ¶ Heads | | +| | | | up: Cell | | +| | | | Booster Pro | | +| | | | supports Band | | +| | | | 14 therefore | | +| | | | customers with | | +| | | | FirstNet SIMs | | +| | | | or Contoso Orange | | +| | | | SIMs are | | +| | | | supported. | | +| | | | Verify the | | +| | | | customer is | | +| | | | using one of | | +| | | | the following | | +| | | | certified | | +| | | | devices:¶ ¶ | | +| | | | Corning | | +| | | | SpiderCloudfALU | | +| | | | MS-MCI 9962 | | +| | | | (Contoso MetroCell | | +| | | | )Ericsson mRBS | | +| | | | 6501Nokia | | +| | | | Flexizone SBO | | +| | | | (Single Band | | +| | | | Operation)Nokia | | +| | | | Flexizone MBO | | +| | | | (Multi Band | | +| | | | Operation)¶ | | +| | | | Back to Top¶ | | +| | | | Order | | +| | | | Professional | | +| | | | Install Only ¶ | | +| | | | ¶ ¶ | | +| | | | Standard hours | | +| | | | for an | | +| | | | installation is | | +| | | | Monday - | | +| | | | Friday, between | | +| | | | 8 a.m. - 5 | | +| | | | p.m., in the | | +| | | | customer's time | | +| | | | zone. Unless | | +| | | | otherwise | | +| | | | agreed to in | | +| | | | advance by both | | +| | | | parties, all | | +| | | | work will be | | +| | | | performed | | +| | | | during normal | | +| | | | business (9am – | | +| | | | 5 pm Monday | | +| | | | through Friday, | | +| | | | excluding | | +| | | | holidays). | | +| | | | OPUS does not | | +| | | | block off calen | | +| | | | dar/company | | +| | | | holidays:¶ Do | | +| | | | not schedule an | | +| | | | install | | +| | | | appointment for | | +| | | | a date that | | +| | | | falls on a cale | | +| | | | ndar/company | | +| | | | holiday.¶ | | +| | | | Enter special | | +| | | | instructions in | | +| | | | the Message for | | +| | | | Technician | | +| | | | field (using 75 | | +| | | | characters or | | +| | | | less):¶ Enter | | +| | | | information | | +| | | | about the | | +| | | | person who will | | +| | | | be on-site for | | +| | | | the | | +| | | | installation | | +| | | | into the | | +| | | | Contact | | +| | | | Information | | +| | | | section.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | phone number in | | +| | | | the Seller | | +| | | | Information | | +| | | | table. Once | | +| | | | the order is | | +| | | | submitted, the | | +| | | | information | | +| | | | entered on the | | +| | | | Installation | | +| | | | Information | | +| | | | page cannot be | | +| | | | updated:¶ If | | +| | | | an error was | | +| | | | made, cancel, | | +| | | | and reorder the | | +| | | | installation | | +| | | | appointment.¶ | | +| | | | BMTS should | | +| | | | follow PIWIL | | +| | | | (play it where | | +| | | | it lands) and | | +| | | | should be | | +| | | | familiar with | | +| | | | Ordering | | +| | | | Professional | | +| | | | Installation | | +| | | | process. For | | +| | | | any issues | | +| | | | BMTS, may | | +| | | | engage BMC or | | +| | | | Enhanced Care | | +| | | | to order an | | +| | | | installation | | +| | | | only for a | | +| | | | warranty | | +| | | | exchange | | +| | | | replacement | | +| | | | device. Note: | | +| | | | If customers | | +| | | | order in | | +| | | | Premier or | | +| | | | myATT.com, they | | +| | | | can request an | | +| | | | Install only | | +| | | | order when | | +| | | | calling into | | +| | | | Business Care | | +| | | | or Business | | +| | | | Sales or via | | +| | | | their account | | +| | | | rep. The | | +| | | | customer should | | +| | | | confirm that a | | +| | | | device has been | | +| | | | ordered and | | +| | | | BMTS / BMC / | | +| | | | Enhanced Care | | +| | | | should ask the | | +| | | | customer to | | +| | | | provide their | | +| | | | order number. | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for CRU’s | | +| | | | purchasing. The | | +| | | | installation | | +| | | | option will | | +| | | | automatically | | +| | | | pop up in the | | +| | | | OPUS buy flow | | +| | | | and users have | | +| | | | the option to | | +| | | | also place an | | +| | | | install only | | +| | | | order. The | | +| | | | Professional | | +| | | | Installation I | | +| | | | offered at a | | +| | | | onetime charge | | +| | | | fee Source: | | +| | | | Content: . | | +| | | | ​Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | Of their | | +| | | | installation | | +| | | | date and | | +| | | | timeExpect an | | +| | | | email from | | +| | | | Field Services | | +| | | | Installation | | +| | | | team providing | | +| | | | Cell Booster | | +| | | | pro | | +| | | | documentation | | +| | | | including | | +| | | | Installation | | +| | | | requirements, | | +| | | | Network | | +| | | | (Broadband | | +| | | | Internet) | | +| | | | requirements, | | +| | | | Scope of Work | | +| | | | including Roles | | +| | | | & Responsibilit | | +| | | | ies | | +| | | | Installation | | +| | | | manager | | +| | | | contacts | | +| | | | customer 48 | | +| | | | hours prior to | | +| | | | installation to | | +| | | | confirm | | +| | | | scheduled | | +| | | | appointment To | | +| | | | expect a | | +| | | | courtesy call | | +| | | | from the Contoso | | +| | | | Field Service | | +| | | | technician 24 | | +| | | | hours prior to | | +| | | | their | | +| | | | appointment¶ | | +| | | | Provide the | | +| | | | customer their | | +| | | | OPUS order | | +| | | | number. Advise | | +| | | | the customer of | | +| | | | these | | +| | | | requirements | | +| | | | for | | +| | | | installation:¶ | | +| | | | Make sure the | | +| | | | area is | | +| | | | clear.The | | +| | | | device needs to | | +| | | | be present at | | +| | | | installation | | +| | | | location.The | | +| | | | device needs to | | +| | | | be registered | | +| | | | and activated | | +| | | | by the customer | | +| | | | prior to or at | | +| | | | time of | | +| | | | installation | | +| | | | The customer | | +| | | | transport | | +| | | | requirements | | +| | | | have been met | | +| | | | (see Technical | | +| | | | Guide for | | +| | | | requirements) | | +| | | | If the device | | +| | | | is determined | | +| | | | to be defective | | +| | | | during installa | | +| | | | tion/activation | | +| | | | , the | | +| | | | technician does | | +| | | | not have | | +| | | | additional | | +| | | | devices on | | +| | | | hand:¶ The | | +| | | | customer needs | | +| | | | to process a | | +| | | | Warranty | | +| | | | Exchange to | | +| | | | receive a | | +| | | | replacement | | +| | | | device.Review | | +| | | | Accessory BRE | | +| | | | processes, if | | +| | | | the install is | | +| | | | within 30 days | | +| | | | of the | | +| | | | purchase. ¶ | | +| | | | The technician | | +| | | | is available on | | +| | | | site until the | | +| | | | device is | | +| | | | active on the | | +| | | | network.¶ Back | | +| | | | to Top¶ | | +| | | | Buyer's Remorse | | +| | | | Exchange (BRE) | | +| | | | ¶ ¶ ¶ | | +| | | | Business and | | +| | | | FirstNet | | +| | | | Customers have | | +| | | | a 30 day window | | +| | | | to return the | | +| | | | device for a | | +| | | | full refund. | | +| | | | After 30 days, | | +| | | | the Business | | +| | | | and FirstNet | | +| | | | Customers | | +| | | | cannot return | | +| | | | the device for | | +| | | | a refund. After | | +| | | | the BRExchange | | +| | | | period for | | +| | | | Business | | +| | | | FirstNet | | +| | | | customers (30 | | +| | | | days) the | | +| | | | customer may | | +| | | | request a | | +| | | | Warranty | | +| | | | Exchange as a | | +| | | | replacement if | | +| | | | defective or | | +| | | | damaged. BRE | | +| | | | (exchange) | | +| | | | process for | | +| | | | Cell Booster | | +| | | | Products: There | | +| | | | is no custom | | +| | | | BRE flow for | | +| | | | Cell Booster | | +| | | | products. Reps | | +| | | | will need to | | +| | | | process return | | +| | | | and order a new | | +| | | | device to | | +| | | | fulfill an | | +| | | | exchange as per | | +| | | | the below: ¶ | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster: Cell | | +| | | | Booster can be | | +| | | | exchanged in | | +| | | | Retail Store | | +| | | | since Contoso | | +| | | | Retail Stores | | +| | | | carry inventory | | +| | | | in the Store. | | +| | | | In OPUS Retail, | | +| | | | there is a 2 | | +| | | | step process | | +| | | | for BRE. Rep | | +| | | | has to process | | +| | | | the device | | +| | | | return first | | +| | | | and then | | +| | | | purchase new | | +| | | | device. In | | +| | | | Retail, Manager | | +| | | | can do an | | +| | | | override to | | +| | | | reset the value | | +| | | | so customer is | | +| | | | not charged for | | +| | | | new device. | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | purchased | | +| | | | Online/DF | | +| | | | channels. Cell | | +| | | | Booster Pro an | | +| | | | all Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | cannot be | | +| | | | exchanged in | | +| | | | Contoso Retail | | +| | | | Stores since | | +| | | | Stores will not | | +| | | | carry this | | +| | | | inventory (only | | +| | | | Cell Booster is | | +| | | | stocked in | | +| | | | Retail Stores). | | +| | | | To process BRE, | | +| | | | Rep will need | | +| | | | to advise | | +| | | | customer to | | +| | | | return the | | +| | | | existing device | | +| | | | /accessory via | | +| | | | online return | | +| | | | process and | | +| | | | then rep can | | +| | | | order a new dev | | +| | | | ice/accessory | | +| | | | once return has | | +| | | | been processed. | | +| | | | Customer will | | +| | | | receive refund | | +| | | | for the initial | | +| | | | device once | | +| | | | return is | | +| | | | received and | | +| | | | processed by | | +| | | | Contoso.¶ If | | +| | | | Installation | | +| | | | was Ordered | | +| | | | Then But not | | +| | | | installed on | | +| | | | the original | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Submi | | +| | | | t an Unable to | | +| | | | Complete | | +| | | | Transaction. ¶ | | +| | | | Perform the | | +| | | | BRExchange and | | +| | | | order an | | +| | | | installation | | +| | | | during the | | +| | | | flow. ¶ Follow | | +| | | | rescheduling | | +| | | | installation | | +| | | | process. ¶ And | | +| | | | install | | +| | | | completed on | | +| | | | the original | | +| | | | device, and the | | +| | | | customer | | +| | | | declines to | | +| | | | self-install | | +| | | | the new device | | +| | | | Order an | | +| | | | installation | | +| | | | for the new | | +| | | | device during | | +| | | | the BRExchange | | +| | | | flow. Heads | | +| | | | up: the | | +| | | | customer should | | +| | | | be billed for | | +| | | | this if pro- | | +| | | | install was not | | +| | | | included | | +| | | | initially. But | | +| | | | not installed, | | +| | | | and the | | +| | | | customer | | +| | | | activated the | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Credi | | +| | | | t the customer | | +| | | | for the | | +| | | | installation | | +| | | | charge.¶ See | | +| | | | Clarify Credits | | +| | | | and Adjustments | | +| | | | Policy and | | +| | | | Submission | | +| | | | Process - | | +| | | | BCSS.¶ Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | But not | | +| | | | installed, and | | +| | | | the device was | | +| | | | not activated | | +| | | | by the customer | | +| | | | ¶ Re-schedule | | +| | | | the existing | | +| | | | installation | | +| | | | appointment to | | +| | | | coincide with | | +| | | | the delivery of | | +| | | | the new | | +| | | | device.Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | They will be | | +| | | | charged for the | | +| | | | exchanged | | +| | | | device.To | | +| | | | return the | | +| | | | device in the | | +| | | | original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Inform the | | +| | | | customer they | | +| | | | will be | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Back to Top¶ | | +| | | | Returns ¶ ¶ ¶ | | +| | | | If a customer | | +| | | | is not | | +| | | | satisfied with | | +| | | | the Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro, | | +| | | | they may return | | +| | | | the device.¶ ¶ | | +| | | | Advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device in the | | +| | | | customer Web | | +| | | | portal | | +| | | | accessible:¶ ¶ | | +| | | | att.com/cellboo | | +| | | | ster To return | | +| | | | the device in | | +| | | | the original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 43 | How can I | You can | Content: | 8 | +| | help a | suggest that | listed above | | +| | customer | the customer | for details), | | +| | with poor | try using a | always offer | | +| | coverage in | signal | and attempt to | | +| | their home? | booster or | contact the | | +| | | Wi-Fi | customer on | | +| | | calling to | another number | | +| | | improve | to fully | | +| | | their | troubleshoot. | | +| | | coverage at | Scenario Two: | | +| | | home. Additi | The customer | | +| | | onally, you | calls in to | | +| | | can offer to | report device | | +| | | check for | issue, but does | | +| | | any network | not have the | | +| | | outages or | device with | | +| | | issues in | them.¶ ¶ Do | | +| | | the area | not | | +| | | that may be | automatically | | +| | | affecting | tell the | | +| | | their | customer to | | +| | | service. | have the person | | +| | | (Source: | with the device | | +| | | internal | call in. Take | | +| | | knowledge | ownership of | | +| | | base) | their issue and | | +| | | | offer to call | | +| | | | the person who | | +| | | | has the device. | | +| | | | Wireless Number | | +| | | | Change ¶ | | +| | | | Follow the | | +| | | | exception | | +| | | | policy for | | +| | | | Wireless Number | | +| | | | Change CRU.¶ ¶ | | +| | | | Sometimes | | +| | | | applying My | | +| | | | Promise means | | +| | | | you need to | | +| | | | evaluate the | | +| | | | circumstance, | | +| | | | and exercise | | +| | | | good judgment; | | +| | | | be willing to | | +| | | | make an | | +| | | | exception for a | | +| | | | reason not | | +| | | | stated in the | | +| | | | policy. | | +| | | | Examples: ¶ ¶ | | +| | | | Child, or a | | +| | | | person with a | | +| | | | disability | | +| | | | using the | | +| | | | device, needs | | +| | | | an easier | | +| | | | number to remem | | +| | | | ber.Concern | | +| | | | with the | | +| | | | religious | | +| | | | significance of | | +| | | | a series of | | +| | | | numbers (for | | +| | | | example, a | | +| | | | number with | | +| | | | 6666).¶ ¶ | | +| | | | True customer d | | +| | | | issatisfaction, | | +| | | | along with | | +| | | | tenure and | | +| | | | revenue, might | | +| | | | merit an | | +| | | | exception.¶ | | +| | | | Source: | | +| | | | Content: &T's | | +| | | | customers is | | +| | | | important; do | | +| | | | not review | | +| | | | another | | +| | | | customer's | | +| | | | account with | | +| | | | the caller.¶ | | +| | | | Explain that no | | +| | | | current special | | +| | | | incentives are | | +| | | | available for | | +| | | | this | | +| | | | account.Offer | | +| | | | to review other | | +| | | | equipment | | +| | | | choices at | | +| | | | different | | +| | | | prices.¶ My | | +| | | | phone is damage | | +| | | | d/lost/stolen | | +| | | | and I do not | | +| | | | have Device | | +| | | | Protection, so | | +| | | | how can I | | +| | | | qualify for a | | +| | | | discounted | | +| | | | phone?¶ Offer | | +| | | | to order a new | | +| | | | phone at full | | +| | | | retail price | | +| | | | (no | | +| | | | contract/no-com | | +| | | | mitment).Review | | +| | | | available | | +| | | | equipment and | | +| | | | pricing.¶ ¶ | | +| | | | Why can a new | | +| | | | customer get | | +| | | | the phone at a | | +| | | | discounted | | +| | | | price of [XYZ] | | +| | | | dollars; I have | | +| | | | been with you | | +| | | | for five years | | +| | | | and I have to | | +| | | | pay this higher | | +| | | | amount? That | | +| | | | does not make | | +| | | | sense.I see in | | +| | | | the paper that | | +| | | | the phone is | | +| | | | offered at a | | +| | | | much lower | | +| | | | price. Why can | | +| | | | I not get that | | +| | | | price?¶ ¶ | | +| | | | Explain that | | +| | | | most wireless | | +| | | | companies offer | | +| | | | new customers | | +| | | | incentives to | | +| | | | sign a contract | | +| | | | for new | | +| | | | service.Review | | +| | | | the current | | +| | | | benefits and | | +| | | | promotions on | | +| | | | the customer's | | +| | | | account that | | +| | | | are resulting | | +| | | | in cost | | +| | | | savings.Review | | +| | | | past invoices | | +| | | | to point out | | +| | | | the amount of | | +| | | | savings the | | +| | | | customer is | | +| | | | receiving.¶ | | +| | | | Use the | | +| | | | following | | +| | | | template when | | +| | | | notating the | | +| | | | account:¶ ¶ | | +| | | | Secured Offer - | | +| | | | Educated | | +| | | | customer that | | +| | | | they were | | +| | | | upgraded early | | +| | | | and received | | +| | | | discounted | | +| | | | pricing of | | +| | | | $[xx.xx] as an | | +| | | | exception. | | +| | | | Educated | | +| | | | customer that | | +| | | | upgrade fee | | +| | | | applies. | | +| | | | Confirmed | | +| | | | customer | | +| | | | acceptance of | | +| | | | the upgrade fee | | +| | | | and overall | | +| | | | savings.¶ ¶ ¶ | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: | | +| | | | concerns on the | | +| | | | original issue | | +| | | | have been | | +| | | | addressed. | | +| | | | Communicate in | | +| | | | a concise and | | +| | | | clear manner | | +| | | | and ensure all | | +| | | | questions are | | +| | | | answered | | +| | | | throughout the | | +| | | | interaction. | | +| | | | Test the | | +| | | | resolution when | | +| | | | applicable. | | +| | | | Thoroughly | | +| | | | Educate | | +| | | | Proactively and | | +| | | | accurately set | | +| | | | expectations | | +| | | | for: ◦Next | | +| | | | billing | | +| | | | statement, when | | +| | | | applicable | | +| | | | Current billing | | +| | | | statement, when | | +| | | | applicable All | | +| | | | products and | | +| | | | services | | +| | | | Ensure the | | +| | | | customer knows | | +| | | | what will | | +| | | | happen next and | | +| | | | anticipate | | +| | | | future needs to | | +| | | | minimize repeat | | +| | | | contacts. | | +| | | | Promote, | | +| | | | educate, and | | +| | | | demonstrate the | | +| | | | benefits of | | +| | | | self-service. | | +| | | | Recommended | | +| | | | Customer | | +| | | | Interactions | | +| | | | Payment | | +| | | | arrangements | | +| | | | Suspend or | | +| | | | restore - The | | +| | | | phone is lost | | +| | | | or stolen | | +| | | | Upgrades | | +| | | | Account support | | +| | | | - Wi-Fi | | +| | | | Hotspots, Store | | +| | | | Locations, and | | +| | | | International | | +| | | | travel tips | | +| | | | View unbilled | | +| | | | voice and data | | +| | | | usage | | +| | | | Voicemail | | +| | | | Sincerely Thank | | +| | | | Ask for other | | +| | | | issues after | | +| | | | resolving the | | +| | | | customer's | | +| | | | initial issue | | +| | | | by saying, How | | +| | | | else can I help | | +| | | | you today? | | +| | | | Thank and show | | +| | | | appreciation | | +| | | | with a friendly | | +| | | | goodbye Brand | | +| | | | the call with | | +| | | | Contoso. | | +| | | | Examples: | | +| | | | Instead of Use | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], how else | | +| | | | may I assist | | +| | | | you today? | | +| | | | Thank you for | | +| | | | being the best | | +| | | | part of Contoso. | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], how else | | +| | | | may I assist | | +| | | | you today? | | +| | | | Thank for being | | +| | | | a valued | | +| | | | customer of | | +| | | | Contoso. We truly | | +| | | | appreciate your | | +| | | | business. Have | | +| | | | a great day. | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], how else | | +| | | | may I assist | | +| | | | you today? | | +| | | | Thank you for | | +| | | | calling Contoso. | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], how else | | +| | | | may I assist | | +| | | | you today? | | +| | | | Thank you for | | +| | | | choosing Contoso. | | +| | | | Additional | | +| | | | Information | | +| | | | Caller Not | | +| | | | Present or | | +| | | | Caller | | +| | | | Disconnected - | | +| | | | See Dropped | | +| | | | Call / Caller | | +| | | | Not Present - | | +| | | | BCSS. System | | +| | | | Downtime | | +| | | | Downtime is | | +| | | | when systems | | +| | | | are slow or | | +| | | | down. Be | | +| | | | positive when | | +| | | | explaining | | +| | | | downtime to the | | +| | | | customer and | | +| | | | use the | | +| | | | appropriate | | +| | | | verbiage. See | | +| | | | your department | | +| | | | 's system | | +| | | | downtime policy | | +| | | | for more | | +| | | | information. | | +| | | | Examples: Thank | | +| | | | you for your | | +| | | | patience, while | | +| | | | my systems | | +| | | | update. Thank | | +| | | | you for your | | +| | | | patience. I'm | | +| | | | working on your | | +| | | | request. | | +| | | | Source: | | +| | | | Content: - | | +| | | | BCSS : Test | | +| | | | calls are not | | +| | | | required on | | +| | | | LaptopConnect | | +| | | | devices. | | +| | | | Enhanced Care: | | +| | | | Offer to | | +| | | | perform | | +| | | | incoming and | | +| | | | outgoing test | | +| | | | calls with | | +| | | | customer. Test | | +| | | | calls are not | | +| | | | required if the | | +| | | | customer does | | +| | | | not have the | | +| | | | device | | +| | | | available. If | | +| | | | a data feature | | +| | | | or plan is | | +| | | | provisioned on | | +| | | | the account, | | +| | | | ensure they | | +| | | | have | | +| | | | established | | +| | | | data | | +| | | | connectivity. | | +| | | | 11 Once the | | +| | | | line is | | +| | | | activated, if | | +| | | | the customer | | +| | | | has Visual | | +| | | | Voicemail | | +| | | | (VVM), offer | | +| | | | voicemail setup | | +| | | | instructions. | | +| | | | Refer to Device | | +| | | | Support in Link | | +| | | | Center for | | +| | | | setup | | +| | | | instructions to | | +| | | | assist the | | +| | | | customer. Test | | +| | | | to ensure that | | +| | | | the voicemail | | +| | | | works. Confirm | | +| | | | the customer | | +| | | | does not have | | +| | | | any additional | | +| | | | VVM questions. | | +| | | | Standard or | | +| | | | Enhanced | | +| | | | Voicemail does | | +| | | | not require | | +| | | | being set up. | | +| | | | Enhanced Care: | | +| | | | Proceed to next | | +| | | | step. 12 | | +| | | | Enhanced Care | | +| | | | Only Offer to | | +| | | | send the | | +| | | | customer a PCN | | +| | | | for voicemail | | +| | | | setup | | +| | | | instructions. | | +| | | | If the customer | | +| | | | agrees, close | | +| | | | the call. If | | +| | | | the customer | | +| | | | declines a PCN | | +| | | | or does not | | +| | | | have an email | | +| | | | address, review | | +| | | | the following | | +| | | | information: | | +| | | | iPhone: Provide | | +| | | | the customer | | +| | | | with iPhone | | +| | | | voicemail setup | | +| | | | instructions to | | +| | | | use after | | +| | | | tethering via | | +| | | | iTunes: | | +| | | | Instructions: | | +| | | | Tap Voicemail | | +| | | | and follow the | | +| | | | prompts. | | +| | | | Ensure the | | +| | | | customer does | | +| | | | not have any | | +| | | | additional | | +| | | | voicemail | | +| | | | questions. | | +| | | | Non-iPhone: | | +| | | | Direct the | | +| | | | customer to | | +| | | | press and hold | | +| | | | down the 1 key | | +| | | | on their | | +| | | | wireless device | | +| | | | and follow the | | +| | | | prompts to | | +| | | | complete | | +| | | | voicemail | | +| | | | setup: Refer | | +| | | | to Voicemail | | +| | | | (Wireless) Hub. | | +| | | | Ensure the | | +| | | | customer does | | +| | | | not have any | | +| | | | additional | | +| | | | voicemail | | +| | | | questions. | | +| | | | Source: | | +| | | | Content: ¶ ¶ | | +| | | | ¶ ¶ ¶ ¶ | | +| | | | Tips to get you | | +| | | | started.¶ ¶ | | +| | | | Prior to | | +| | | | promoting an | | +| | | | Contoso product, | | +| | | | review the CPNI | | +| | | | indicator and | | +| | | | CPNI Product | | +| | | | List to | | +| | | | determine if | | +| | | | CPNI consent is | | +| | | | required. | | +| | | | FirstNet | | +| | | | restrictions:¶ | | +| | | | FirstNet Agency | | +| | | | Paid (CRU): | | +| | | | Promoting | | +| | | | products is per | | +| | | | mitted.FirstNet | | +| | | | Subscriber Paid | | +| | | | (SIG):¶ 1 | | +| | | | Smartphone or | | +| | | | Feature Phone1 | | +| | | | Tablet1 | | +| | | | Wearable1 | | +| | | | Hotspot - | | +| | | | requires an | | +| | | | active FirstNet | | +| | | | Smartphone | | +| | | | line¶ ¶ Help | | +| | | | customers get a | | +| | | | credit for | | +| | | | their old | | +| | | | device by | | +| | | | configuring and | | +| | | | submitting an | | +| | | | Contoso Business | | +| | | | Trade-In quote. | | +| | | | Use the | | +| | | | Accessory 3Ps | | +| | | | (Power, | | +| | | | Protection, Per | | +| | | | sonalization) | | +| | | | selling | | +| | | | technique to | | +| | | | offer and | | +| | | | present | | +| | | | accessories. | | +| | | | When searching | | +| | | | for accessories | | +| | | | online, enter | | +| | | | the desired | | +| | | | accessory in | | +| | | | the Find | | +| | | | Accessories For | | +| | | | Your Device | | +| | | | box. Links not | | +| | | | available? | | +| | | | Articles linked | | +| | | | from this page | | +| | | | may be | | +| | | | restricted to | | +| | | | specific myCSP | | +| | | | profiles.¶ ¶ | | +| | | | ¶ ¶ ¶ | | +| | | | ¶ ¶ | | +| | | | Product | | +| | | | Benefits¶ ¶ | | +| | | | Product | | +| | | | Benefits | | +| | | | Accessories ¶ | | +| | | | Power, | | +| | | | Protection, and | | +| | | | Personalization | | +| | | | ¶ ¶ Batteries | | +| | | | and Chargers:¶ | | +| | | | Charge on the | | +| | | | go solution.Cha | | +| | | | rging and | | +| | | | protection | | +| | | | solution in one | | +| | | | accessory.¶ | | +| | | | Cases and | | +| | | | Protection:¶ | | +| | | | Protect the | | +| | | | device from | | +| | | | damage.Maximize | | +| | | | the value of | | +| | | | device trade- | | +| | | | in.¶ ¶ Add-a- | | +| | | | Line ¶ Stay | | +| | | | in touch with | | +| | | | customers while | | +| | | | on the | | +| | | | move.Contact | | +| | | | employees | | +| | | | throughout the | | +| | | | workday.¶ Contoso | | +| | | | Internet for | | +| | | | Business ¶ | | +| | | | 20,000 hotspots | | +| | | | nationwide.No | | +| | | | data | | +| | | | caps.Wireless | | +| | | | networking | | +| | | | within the | | +| | | | customer's | | +| | | | office.¶ | | +| | | | DIRECTV for | | +| | | | Business ¶ | | +| | | | Bars and | | +| | | | restaurants use | | +| | | | DIRECTV | | +| | | | programming and | | +| | | | premium sports | | +| | | | packages to | | +| | | | directly | | +| | | | produce | | +| | | | revenue.Creates | | +| | | | a calming and | | +| | | | relaxing enviro | | +| | | | nment.DIRECTV | | +| | | | can be | | +| | | | positioned as | | +| | | | an amenity.¶ | | +| | | | Device | | +| | | | Protection ¶ | | +| | | | Device | | +| | | | Protection¶ | | +| | | | Protection | | +| | | | against loss, | | +| | | | theft, physical | | +| | | | and liquid | | +| | | | damage, and | | +| | | | out-of-warranty | | +| | | | malfunctions.Fi | | +| | | | le claims | | +| | | | online 24/7.¶ | | +| | | | Contoso Protect | | +| | | | Advantage¶ | | +| | | | Multi-device | | +| | | | optionProTech | | +| | | | Support¶ ¶ | | +| | | | Tablets ¶ Be | | +| | | | connected when | | +| | | | on the | | +| | | | move.Customized | | +| | | | on-device exper | | +| | | | ience.Access to | | +| | | | important | | +| | | | tools.¶ ¶ ¶ | | +| | | | ¶ Promote | | +| | | | the Product¶ ¶ | | +| | | | ¶ Review the | | +| | | | CPNI indicator | | +| | | | to determine if | | +| | | | CPNI consent is | | +| | | | required. Refer | | +| | | | to the CPNI | | +| | | | Product List in | | +| | | | Customer | | +| | | | Proprietary | | +| | | | Network | | +| | | | Information | | +| | | | (CPNI) - BCSS.¶ | | +| | | | ¶ BMSC/BMSS: | | +| | | | Read the CPNI | | +| | | | statement on | | +| | | | every call that | | +| | | | does not have | | +| | | | permanent | | +| | | | consent on the | | +| | | | account. This | | +| | | | applies whether | | +| | | | or not you are | | +| | | | offering a | | +| | | | product. Record | | +| | | | the customer's | | +| | | | response to the | | +| | | | CPNI | | +| | | | statement.When | | +| | | | speaking to an | | +| | | | AOP/DD/DM/TCM, | | +| | | | attempt to gain | | +| | | | Permanent CPNI | | +| | | | Consent. | | +| | | | Explain that | | +| | | | permanent | | +| | | | consent allows | | +| | | | Contoso to store | | +| | | | the customer's | | +| | | | preferences, so | | +| | | | that they will | | +| | | | not be reviewed | | +| | | | on each call | | +| | | | going forward.¶ | | +| | | | ¶ Update the | | +| | | | CPNI indicator | | +| | | | with the | | +| | | | customer's | | +| | | | response.¶ ¶ | | +| | | | Clarify: Set | | +| | | | CPNI Preference | | +| | | | sOPUS: Change | | +| | | | CPNI ConsentTel | | +| | | | egence: Setting | | +| | | | CPNI | | +| | | | Preference¶ ¶ | | +| | | | Promote the | | +| | | | product. Follow | | +| | | | the 5-step | | +| | | | process to | | +| | | | successfully | | +| | | | promote the | | +| | | | Contoso product.¶ | | +| | | | ¶ 1¶ ¶ | | +| | | | Discover¶ ¶ ¶ | | +| | | | ¶ Listen for | | +| | | | cues that | | +| | | | indicate the | | +| | | | customer's need | | +| | | | and lead to | | +| | | | discovery | | +| | | | questions.Use | | +| | | | tools like | | +| | | | Snapshot to | | +| | | | determine | | +| | | | number of | | +| | | | lines, types of | | +| | | | devices, and | | +| | | | services on the | | +| | | | account.Review | | +| | | | upgrade | | +| | | | eligibility and | | +| | | | proactively | | +| | | | offer upgrades | | +| | | | to eligible | | +| | | | customers.¶ | | +| | | | Proactive | | +| | | | approach helps | | +| | | | ensure | | +| | | | customers have | | +| | | | the latest | | +| | | | products, | | +| | | | reducing | | +| | | | potential | | +| | | | device issues, | | +| | | | and increases | | +| | | | customer | | +| | | | loyalty.¶ | | +| | | | Asking the | | +| | | | right questions | | +| | | | helps to | | +| | | | understand the | | +| | | | customer's | | +| | | | current | | +| | | | situation, | | +| | | | wants, needs, | | +| | | | and details for | | +| | | | your | | +| | | | recommendation. | | +| | | | Questions | | +| | | | provide | | +| | | | information to | | +| | | | personalize the | | +| | | | benefits when | | +| | | | making a | | +| | | | recommendation | | +| | | | and when | | +| | | | responding to o | | +| | | | bjections/conce | | +| | | | rns.¶ Direct: | | +| | | | Assists in | | +| | | | identifying the | | +| | | | right product | | +| | | | to drive a | | +| | | | recommendation. | | +| | | | Example: Do you | | +| | | | currently use | | +| | | | your phone | | +| | | | primarily for | | +| | | | phone calls or | | +| | | | email? Or | | +| | | | both?Open- | | +| | | | Ended: | | +| | | | Identifies the | | +| | | | personalized | | +| | | | benefit to use | | +| | | | in the | | +| | | | recommendation. | | +| | | | Example: What | | +| | | | do you use most | | +| | | | on your smartph | | +| | | | one?Closed: | | +| | | | Help obtain | | +| | | | specific | | +| | | | details to wrap | | +| | | | up the | | +| | | | variation of | | +| | | | the product/pac | | +| | | | kage/bundle. | | +| | | | Example: | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 44 | How is the | I don't | Content: Jump | 1 | +| | Cell | know. | to: Customer | | +| | Booster/Pro | | Support | Order | | +| | shipped? Is | | Installation | | +| | it | | Only | BRE | | +| | overnight? | | Exchange | | | +| | Is there a | | Returns | | | +| | charge for | | Change/Cancel | | +| | shipping? | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: . | | +| | | | ​Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | Of their | | +| | | | installation | | +| | | | date and | | +| | | | timeExpect an | | +| | | | email from | | +| | | | Field Services | | +| | | | Installation | | +| | | | team providing | | +| | | | Cell Booster | | +| | | | pro | | +| | | | documentation | | +| | | | including | | +| | | | Installation | | +| | | | requirements, | | +| | | | Network | | +| | | | (Broadband | | +| | | | Internet) | | +| | | | requirements, | | +| | | | Scope of Work | | +| | | | including Roles | | +| | | | & Responsibilit | | +| | | | ies | | +| | | | Installation | | +| | | | manager | | +| | | | contacts | | +| | | | customer 48 | | +| | | | hours prior to | | +| | | | installation to | | +| | | | confirm | | +| | | | scheduled | | +| | | | appointment To | | +| | | | expect a | | +| | | | courtesy call | | +| | | | from the Contoso | | +| | | | Field Service | | +| | | | technician 24 | | +| | | | hours prior to | | +| | | | their | | +| | | | appointment¶ | | +| | | | Provide the | | +| | | | customer their | | +| | | | OPUS order | | +| | | | number. Advise | | +| | | | the customer of | | +| | | | these | | +| | | | requirements | | +| | | | for | | +| | | | installation:¶ | | +| | | | Make sure the | | +| | | | area is | | +| | | | clear.The | | +| | | | device needs to | | +| | | | be present at | | +| | | | installation | | +| | | | location.The | | +| | | | device needs to | | +| | | | be registered | | +| | | | and activated | | +| | | | by the customer | | +| | | | prior to or at | | +| | | | time of | | +| | | | installation | | +| | | | The customer | | +| | | | transport | | +| | | | requirements | | +| | | | have been met | | +| | | | (see Technical | | +| | | | Guide for | | +| | | | requirements) | | +| | | | If the device | | +| | | | is determined | | +| | | | to be defective | | +| | | | during installa | | +| | | | tion/activation | | +| | | | , the | | +| | | | technician does | | +| | | | not have | | +| | | | additional | | +| | | | devices on | | +| | | | hand:¶ The | | +| | | | customer needs | | +| | | | to process a | | +| | | | Warranty | | +| | | | Exchange to | | +| | | | receive a | | +| | | | replacement | | +| | | | device.Review | | +| | | | Accessory BRE | | +| | | | processes, if | | +| | | | the install is | | +| | | | within 30 days | | +| | | | of the | | +| | | | purchase. ¶ | | +| | | | The technician | | +| | | | is available on | | +| | | | site until the | | +| | | | device is | | +| | | | active on the | | +| | | | network.¶ Back | | +| | | | to Top¶ | | +| | | | Buyer's Remorse | | +| | | | Exchange (BRE) | | +| | | | ¶ ¶ ¶ | | +| | | | Business and | | +| | | | FirstNet | | +| | | | Customers have | | +| | | | a 30 day window | | +| | | | to return the | | +| | | | device for a | | +| | | | full refund. | | +| | | | After 30 days, | | +| | | | the Business | | +| | | | and FirstNet | | +| | | | Customers | | +| | | | cannot return | | +| | | | the device for | | +| | | | a refund. After | | +| | | | the BRExchange | | +| | | | period for | | +| | | | Business | | +| | | | FirstNet | | +| | | | customers (30 | | +| | | | days) the | | +| | | | customer may | | +| | | | request a | | +| | | | Warranty | | +| | | | Exchange as a | | +| | | | replacement if | | +| | | | defective or | | +| | | | damaged. BRE | | +| | | | (exchange) | | +| | | | process for | | +| | | | Cell Booster | | +| | | | Products: There | | +| | | | is no custom | | +| | | | BRE flow for | | +| | | | Cell Booster | | +| | | | products. Reps | | +| | | | will need to | | +| | | | process return | | +| | | | and order a new | | +| | | | device to | | +| | | | fulfill an | | +| | | | exchange as per | | +| | | | the below: ¶ | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster: Cell | | +| | | | Booster can be | | +| | | | exchanged in | | +| | | | Retail Store | | +| | | | since Contoso | | +| | | | Retail Stores | | +| | | | carry inventory | | +| | | | in the Store. | | +| | | | In OPUS Retail, | | +| | | | there is a 2 | | +| | | | step process | | +| | | | for BRE. Rep | | +| | | | has to process | | +| | | | the device | | +| | | | return first | | +| | | | and then | | +| | | | purchase new | | +| | | | device. In | | +| | | | Retail, Manager | | +| | | | can do an | | +| | | | override to | | +| | | | reset the value | | +| | | | so customer is | | +| | | | not charged for | | +| | | | new device. | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | purchased | | +| | | | Online/DF | | +| | | | channels. Cell | | +| | | | Booster Pro an | | +| | | | all Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | cannot be | | +| | | | exchanged in | | +| | | | Contoso Retail | | +| | | | Stores since | | +| | | | Stores will not | | +| | | | carry this | | +| | | | inventory (only | | +| | | | Cell Booster is | | +| | | | stocked in | | +| | | | Retail Stores). | | +| | | | To process BRE, | | +| | | | Rep will need | | +| | | | to advise | | +| | | | customer to | | +| | | | return the | | +| | | | existing device | | +| | | | /accessory via | | +| | | | online return | | +| | | | process and | | +| | | | then rep can | | +| | | | order a new dev | | +| | | | ice/accessory | | +| | | | once return has | | +| | | | been processed. | | +| | | | Customer will | | +| | | | receive refund | | +| | | | for the initial | | +| | | | device once | | +| | | | return is | | +| | | | received and | | +| | | | processed by | | +| | | | Contoso.¶ If | | +| | | | Installation | | +| | | | was Ordered | | +| | | | Then But not | | +| | | | installed on | | +| | | | the original | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Submi | | +| | | | t an Unable to | | +| | | | Complete | | +| | | | Transaction. ¶ | | +| | | | Perform the | | +| | | | BRExchange and | | +| | | | order an | | +| | | | installation | | +| | | | during the | | +| | | | flow. ¶ Follow | | +| | | | rescheduling | | +| | | | installation | | +| | | | process. ¶ And | | +| | | | install | | +| | | | completed on | | +| | | | the original | | +| | | | device, and the | | +| | | | customer | | +| | | | declines to | | +| | | | self-install | | +| | | | the new device | | +| | | | Order an | | +| | | | installation | | +| | | | for the new | | +| | | | device during | | +| | | | the BRExchange | | +| | | | flow. Heads | | +| | | | up: the | | +| | | | customer should | | +| | | | be billed for | | +| | | | this if pro- | | +| | | | install was not | | +| | | | included | | +| | | | initially. But | | +| | | | not installed, | | +| | | | and the | | +| | | | customer | | +| | | | activated the | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Credi | | +| | | | t the customer | | +| | | | for the | | +| | | | installation | | +| | | | charge.¶ See | | +| | | | Clarify Credits | | +| | | | and Adjustments | | +| | | | Policy and | | +| | | | Submission | | +| | | | Process - | | +| | | | BCSS.¶ Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | But not | | +| | | | installed, and | | +| | | | the device was | | +| | | | not activated | | +| | | | by the customer | | +| | | | ¶ Re-schedule | | +| | | | the existing | | +| | | | installation | | +| | | | appointment to | | +| | | | coincide with | | +| | | | the delivery of | | +| | | | the new | | +| | | | device.Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | They will be | | +| | | | charged for the | | +| | | | exchanged | | +| | | | device.To | | +| | | | return the | | +| | | | device in the | | +| | | | original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Inform the | | +| | | | customer they | | +| | | | will be | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Back to Top¶ | | +| | | | Returns ¶ ¶ ¶ | | +| | | | If a customer | | +| | | | is not | | +| | | | satisfied with | | +| | | | the Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro, | | +| | | | they may return | | +| | | | the device.¶ ¶ | | +| | | | Advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device in the | | +| | | | customer Web | | +| | | | portal | | +| | | | accessible:¶ ¶ | | +| | | | att.com/cellboo | | +| | | | ster To return | | +| | | | the device in | | +| | | | the original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents | | +| | | | Source: | | +| | | | Content: using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Restocking fees | | +| | | | apply. Inform | | +| | | | the customer | | +| | | | they are | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Cancel Service¶ | | +| | | | ¶ If a | | +| | | | customer | | +| | | | requests to | | +| | | | cancel their | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro Service, | | +| | | | advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device via the | | +| | | | customer Web | | +| | | | portal.¶ ¶ at | | +| | | | t.com/cellboost | | +| | | | er Use the | | +| | | | mobile | | +| | | | app/portal to | | +| | | | select the | | +| | | | location and | | +| | | | device and | | +| | | | select | | +| | | | disconnect on | | +| | | | the device | | +| | | | screen. Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro | | +| | | | devices do not | | +| | | | have service | | +| | | | plans or any | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charges, | | +| | | | therefore there | | +| | | | is no billing | | +| | | | impact to | | +| | | | disconnecting. | | +| | | | ETFs (early | | +| | | | termination | | +| | | | fees) do not | | +| | | | apply. | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment ¶ | | +| | | | ¶ ¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to | | +| | | | change/cancel | | +| | | | their | | +| | | | installation | | +| | | | appointment, | | +| | | | bridge the call | | +| | | | to Cell Booster | | +| | | | or Cell Booster | | +| | | | Pro using the | | +| | | | speed dial | | +| | | | located in the | | +| | | | Directory Tool | | +| | | | and remain on | | +| | | | the line until | | +| | | | the | | +| | | | change/cancel | | +| | | | request is | | +| | | | completed.¶ ¶ | | +| | | | Enhanced Care ¶ | | +| | | | ¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to change or | | +| | | | cancel their | | +| | | | installation | | +| | | | appointment | | +| | | | during SMART | | +| | | | Chat hours of | | +| | | | operation:¶ ¶ | | +| | | | Open SMART | | +| | | | Chat. Log in | | +| | | | via Contoso Global | | +| | | | Logon. Select | | +| | | | the Agent tab. | | +| | | | Select | | +| | | | Workgroup to | | +| | | | Chat: Abfs- | | +| | | | dispatch. | | +| | | | Select Request | | +| | | | Type: Dispatch. | | +| | | | Select Purpose: | | +| | | | Time Reporting. | | +| | | | Select the | | +| | | | Center. SMART | | +| | | | Chat Hours of | | +| | | | Operation - ET | | +| | | | If the Customer | | +| | | | is Located in | | +| | | | Then 8 a.m. - | | +| | | | 6 p.m. AL, TN, | | +| | | | FL, GA, KY, LA, | | +| | | | MI, NC, SC | | +| | | | Select Non-Tech | | +| | | | 9 States > | | +| | | | Chat. 7:30 | | +| | | | a.m. - 8 p.m. | | +| | | | All other | | +| | | | states Select | | +| | | | Non-Tech 41 | | +| | | | States > Chat. | | +| | | | ¶ Access the | | +| | | | ESS Dashboard.S | | +| | | | elect Contoso | | +| | | | MetroCell from | | +| | | | the drop-down | | +| | | | menu.Press | | +| | | | Ctrl+F and | | +| | | | enter the | | +| | | | company name in | | +| | | | the search | | +| | | | field.Capture | | +| | | | the CSO/SSO | | +| | | | ticket number.¶ | | +| | | | ¶ If the | | +| | | | customer is | | +| | | | requesting to:¶ | | +| | | | ¶ Cancel their | | +| | | | installation | | +| | | | appointment - | | +| | | | Proceed to step | | +| | | | 8.Change their | | +| | | | installation | | +| | | | appointment - | | +| | | | Proceed to step | | +| | | | 9.¶ ¶ Cancel | | +| | | | Install | | +| | | | Appointment | | +| | | | Heads Up: | | +| | | | Installation | | +| | | | charges will | | +| | | | hit the | | +| | | | customer bill. | | +| | | | If customer | | +| | | | cancels the | | +| | | | install, a | | +| | | | credit should | | +| | | | be issued once | | +| | | | the bill with | | +| | | | the charges is | | +| | | | rendered ¶ ¶ | | +| | | | In the chat | | +| | | | field, enter:¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket #OPUS | | +| | | | order | | +| | | | numberCancel | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | installation | | +| | | | appointment per | | +| | | | customer | | +| | | | request¶ ¶ | | +| | | | Provide | | +| | | | confirmation to | | +| | | | the caller the | | +| | | | installation | | +| | | | appointment is | | +| | | | cancelled and | | +| | | | close the | | +| | | | call.¶ ¶ | | +| | | | Change Install | | +| | | | Appointment¶ ¶ | | +| | | | In the chat | | +| | | | field, enter:¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket #OPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install dateNew | | +| | | | install date | | +| | | | requested¶ ¶ | | +| | | | Provide the | | +| | | | caller with the | | +| | | | new | | +| | | | installation | | +| | | | date/time and | | +| | | | close the | | +| | | | call.¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to change or | | +| | | | cancel their | | +| | | | installation | | +| | | | appointment | | +| | | | after SMART | | +| | | | Chat hours of | | +| | | | operation:¶ ¶ | | +| | | | Create a | | +| | | | commitment. | | +| | | | When you | | +| | | | receive | | +| | | | confirmation | | +| | | | from the | | +| | | | appropriate | | +| | | | team, call or | | +| | | | email the | | +| | | | customer to | | +| | | | confirm the | | +| | | | appointment was | | +| | | | set and close | | +| | | | the commitment. | | +| | | | If After Hours | | +| | | | and the | | +| | | | Customer is | | +| | | | Located in | | +| | | | Then Include | | +| | | | in the E-mail | | +| | | | Change Install | | +| | | | Appointment | | +| | | | Cancel Install | | +| | | | Appointment | | +| | | | AL, TN, FL, GA, | | +| | | | KY, LA, MI, NC, | | +| | | | SC Email BCS | | +| | | | Ops Dispatch. | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket | | +| | | | numberOPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install dateNew | | +| | | | install date re | | +| | | | questedRequest | | +| | | | Confirmation | | +| | | | response email | | +| | | | from this team¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket | | +| | | | numberOPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install | | +| | | | dateCancel Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | installation | | +| | | | appointment per | | +| | | | customer | | +| | | | requestRequest | | +| | | | Confirmation | | +| | | | response email | | +| | | | from this team¶ | | +| | | | All other | | +| | | | states Email | | +| | | | BCC STATUS. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 45 | If customer | I don't | Content: & | 1 | +| | only | know. | Cell Booster | | +| | purchases a | | Pro do not | | +| | Cell | | qualify for | | +| | Booster/Pro | | compensation or | | +| | accessory, | | ranker. They | | +| | is there a | | are products | | +| | shipping | | designed to | | +| | charge? | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: . | | +| | | | ​Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | Of their | | +| | | | installation | | +| | | | date and | | +| | | | timeExpect an | | +| | | | email from | | +| | | | Field Services | | +| | | | Installation | | +| | | | team providing | | +| | | | Cell Booster | | +| | | | pro | | +| | | | documentation | | +| | | | including | | +| | | | Installation | | +| | | | requirements, | | +| | | | Network | | +| | | | (Broadband | | +| | | | Internet) | | +| | | | requirements, | | +| | | | Scope of Work | | +| | | | including Roles | | +| | | | & Responsibilit | | +| | | | ies | | +| | | | Installation | | +| | | | manager | | +| | | | contacts | | +| | | | customer 48 | | +| | | | hours prior to | | +| | | | installation to | | +| | | | confirm | | +| | | | scheduled | | +| | | | appointment To | | +| | | | expect a | | +| | | | courtesy call | | +| | | | from the Contoso | | +| | | | Field Service | | +| | | | technician 24 | | +| | | | hours prior to | | +| | | | their | | +| | | | appointment¶ | | +| | | | Provide the | | +| | | | customer their | | +| | | | OPUS order | | +| | | | number. Advise | | +| | | | the customer of | | +| | | | these | | +| | | | requirements | | +| | | | for | | +| | | | installation:¶ | | +| | | | Make sure the | | +| | | | area is | | +| | | | clear.The | | +| | | | device needs to | | +| | | | be present at | | +| | | | installation | | +| | | | location.The | | +| | | | device needs to | | +| | | | be registered | | +| | | | and activated | | +| | | | by the customer | | +| | | | prior to or at | | +| | | | time of | | +| | | | installation | | +| | | | The customer | | +| | | | transport | | +| | | | requirements | | +| | | | have been met | | +| | | | (see Technical | | +| | | | Guide for | | +| | | | requirements) | | +| | | | If the device | | +| | | | is determined | | +| | | | to be defective | | +| | | | during installa | | +| | | | tion/activation | | +| | | | , the | | +| | | | technician does | | +| | | | not have | | +| | | | additional | | +| | | | devices on | | +| | | | hand:¶ The | | +| | | | customer needs | | +| | | | to process a | | +| | | | Warranty | | +| | | | Exchange to | | +| | | | receive a | | +| | | | replacement | | +| | | | device.Review | | +| | | | Accessory BRE | | +| | | | processes, if | | +| | | | the install is | | +| | | | within 30 days | | +| | | | of the | | +| | | | purchase. ¶ | | +| | | | The technician | | +| | | | is available on | | +| | | | site until the | | +| | | | device is | | +| | | | active on the | | +| | | | network.¶ Back | | +| | | | to Top¶ | | +| | | | Buyer's Remorse | | +| | | | Exchange (BRE) | | +| | | | ¶ ¶ ¶ | | +| | | | Business and | | +| | | | FirstNet | | +| | | | Customers have | | +| | | | a 30 day window | | +| | | | to return the | | +| | | | device for a | | +| | | | full refund. | | +| | | | After 30 days, | | +| | | | the Business | | +| | | | and FirstNet | | +| | | | Customers | | +| | | | cannot return | | +| | | | the device for | | +| | | | a refund. After | | +| | | | the BRExchange | | +| | | | period for | | +| | | | Business | | +| | | | FirstNet | | +| | | | customers (30 | | +| | | | days) the | | +| | | | customer may | | +| | | | request a | | +| | | | Warranty | | +| | | | Exchange as a | | +| | | | replacement if | | +| | | | defective or | | +| | | | damaged. BRE | | +| | | | (exchange) | | +| | | | process for | | +| | | | Cell Booster | | +| | | | Products: There | | +| | | | is no custom | | +| | | | BRE flow for | | +| | | | Cell Booster | | +| | | | products. Reps | | +| | | | will need to | | +| | | | process return | | +| | | | and order a new | | +| | | | device to | | +| | | | fulfill an | | +| | | | exchange as per | | +| | | | the below: ¶ | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster: Cell | | +| | | | Booster can be | | +| | | | exchanged in | | +| | | | Retail Store | | +| | | | since Contoso | | +| | | | Retail Stores | | +| | | | carry inventory | | +| | | | in the Store. | | +| | | | In OPUS Retail, | | +| | | | there is a 2 | | +| | | | step process | | +| | | | for BRE. Rep | | +| | | | has to process | | +| | | | the device | | +| | | | return first | | +| | | | and then | | +| | | | purchase new | | +| | | | device. In | | +| | | | Retail, Manager | | +| | | | can do an | | +| | | | override to | | +| | | | reset the value | | +| | | | so customer is | | +| | | | not charged for | | +| | | | new device. | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | purchased | | +| | | | Online/DF | | +| | | | channels. Cell | | +| | | | Booster Pro an | | +| | | | all Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | cannot be | | +| | | | exchanged in | | +| | | | Contoso Retail | | +| | | | Stores since | | +| | | | Stores will not | | +| | | | carry this | | +| | | | inventory (only | | +| | | | Cell Booster is | | +| | | | stocked in | | +| | | | Retail Stores). | | +| | | | To process BRE, | | +| | | | Rep will need | | +| | | | to advise | | +| | | | customer to | | +| | | | return the | | +| | | | existing device | | +| | | | /accessory via | | +| | | | online return | | +| | | | process and | | +| | | | then rep can | | +| | | | order a new dev | | +| | | | ice/accessory | | +| | | | once return has | | +| | | | been processed. | | +| | | | Customer will | | +| | | | receive refund | | +| | | | for the initial | | +| | | | device once | | +| | | | return is | | +| | | | received and | | +| | | | processed by | | +| | | | Contoso.¶ If | | +| | | | Installation | | +| | | | was Ordered | | +| | | | Then But not | | +| | | | installed on | | +| | | | the original | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Submi | | +| | | | t an Unable to | | +| | | | Complete | | +| | | | Transaction. ¶ | | +| | | | Perform the | | +| | | | BRExchange and | | +| | | | order an | | +| | | | installation | | +| | | | during the | | +| | | | flow. ¶ Follow | | +| | | | rescheduling | | +| | | | installation | | +| | | | process. ¶ And | | +| | | | install | | +| | | | completed on | | +| | | | the original | | +| | | | device, and the | | +| | | | customer | | +| | | | declines to | | +| | | | self-install | | +| | | | the new device | | +| | | | Order an | | +| | | | installation | | +| | | | for the new | | +| | | | device during | | +| | | | the BRExchange | | +| | | | flow. Heads | | +| | | | up: the | | +| | | | customer should | | +| | | | be billed for | | +| | | | this if pro- | | +| | | | install was not | | +| | | | included | | +| | | | initially. But | | +| | | | not installed, | | +| | | | and the | | +| | | | customer | | +| | | | activated the | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Credi | | +| | | | t the customer | | +| | | | for the | | +| | | | installation | | +| | | | charge.¶ See | | +| | | | Clarify Credits | | +| | | | and Adjustments | | +| | | | Policy and | | +| | | | Submission | | +| | | | Process - | | +| | | | BCSS.¶ Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | But not | | +| | | | installed, and | | +| | | | the device was | | +| | | | not activated | | +| | | | by the customer | | +| | | | ¶ Re-schedule | | +| | | | the existing | | +| | | | installation | | +| | | | appointment to | | +| | | | coincide with | | +| | | | the delivery of | | +| | | | the new | | +| | | | device.Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | They will be | | +| | | | charged for the | | +| | | | exchanged | | +| | | | device.To | | +| | | | return the | | +| | | | device in the | | +| | | | original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Inform the | | +| | | | customer they | | +| | | | will be | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Back to Top¶ | | +| | | | Returns ¶ ¶ ¶ | | +| | | | If a customer | | +| | | | is not | | +| | | | satisfied with | | +| | | | the Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro, | | +| | | | they may return | | +| | | | the device.¶ ¶ | | +| | | | Advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device in the | | +| | | | customer Web | | +| | | | portal | | +| | | | accessible:¶ ¶ | | +| | | | att.com/cellboo | | +| | | | ster To return | | +| | | | the device in | | +| | | | the original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents | | +| | | | Source: | | +| | | | Content: using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Restocking fees | | +| | | | apply. Inform | | +| | | | the customer | | +| | | | they are | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Cancel Service¶ | | +| | | | ¶ If a | | +| | | | customer | | +| | | | requests to | | +| | | | cancel their | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro Service, | | +| | | | advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device via the | | +| | | | customer Web | | +| | | | portal.¶ ¶ at | | +| | | | t.com/cellboost | | +| | | | er Use the | | +| | | | mobile | | +| | | | app/portal to | | +| | | | select the | | +| | | | location and | | +| | | | device and | | +| | | | select | | +| | | | disconnect on | | +| | | | the device | | +| | | | screen. Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro | | +| | | | devices do not | | +| | | | have service | | +| | | | plans or any | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charges, | | +| | | | therefore there | | +| | | | is no billing | | +| | | | impact to | | +| | | | disconnecting. | | +| | | | ETFs (early | | +| | | | termination | | +| | | | fees) do not | | +| | | | apply. | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment ¶ | | +| | | | ¶ ¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to | | +| | | | change/cancel | | +| | | | their | | +| | | | installation | | +| | | | appointment, | | +| | | | bridge the call | | +| | | | to Cell Booster | | +| | | | or Cell Booster | | +| | | | Pro using the | | +| | | | speed dial | | +| | | | located in the | | +| | | | Directory Tool | | +| | | | and remain on | | +| | | | the line until | | +| | | | the | | +| | | | change/cancel | | +| | | | request is | | +| | | | completed.¶ ¶ | | +| | | | Enhanced Care ¶ | | +| | | | ¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to change or | | +| | | | cancel their | | +| | | | installation | | +| | | | appointment | | +| | | | during SMART | | +| | | | Chat hours of | | +| | | | operation:¶ ¶ | | +| | | | Open SMART | | +| | | | Chat. Log in | | +| | | | via Contoso Global | | +| | | | Logon. Select | | +| | | | the Agent tab. | | +| | | | Select | | +| | | | Workgroup to | | +| | | | Chat: Abfs- | | +| | | | dispatch. | | +| | | | Select Request | | +| | | | Type: Dispatch. | | +| | | | Select Purpose: | | +| | | | Time Reporting. | | +| | | | Select the | | +| | | | Center. SMART | | +| | | | Chat Hours of | | +| | | | Operation - ET | | +| | | | If the Customer | | +| | | | is Located in | | +| | | | Then 8 a.m. - | | +| | | | 6 p.m. AL, TN, | | +| | | | FL, GA, KY, LA, | | +| | | | MI, NC, SC | | +| | | | Select Non-Tech | | +| | | | 9 States > | | +| | | | Chat. 7:30 | | +| | | | a.m. - 8 p.m. | | +| | | | All other | | +| | | | states Select | | +| | | | Non-Tech 41 | | +| | | | States > Chat. | | +| | | | ¶ Access the | | +| | | | ESS Dashboard.S | | +| | | | elect Contoso | | +| | | | MetroCell from | | +| | | | the drop-down | | +| | | | menu.Press | | +| | | | Ctrl+F and | | +| | | | enter the | | +| | | | company name in | | +| | | | the search | | +| | | | field.Capture | | +| | | | the CSO/SSO | | +| | | | ticket number.¶ | | +| | | | ¶ If the | | +| | | | customer is | | +| | | | requesting to:¶ | | +| | | | ¶ Cancel their | | +| | | | installation | | +| | | | appointment - | | +| | | | Proceed to step | | +| | | | 8.Change their | | +| | | | installation | | +| | | | appointment - | | +| | | | Proceed to step | | +| | | | 9.¶ ¶ Cancel | | +| | | | Install | | +| | | | Appointment | | +| | | | Heads Up: | | +| | | | Installation | | +| | | | charges will | | +| | | | hit the | | +| | | | customer bill. | | +| | | | If customer | | +| | | | cancels the | | +| | | | install, a | | +| | | | credit should | | +| | | | be issued once | | +| | | | the bill with | | +| | | | the charges is | | +| | | | rendered ¶ ¶ | | +| | | | In the chat | | +| | | | field, enter:¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket #OPUS | | +| | | | order | | +| | | | numberCancel | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | installation | | +| | | | appointment per | | +| | | | customer | | +| | | | request¶ ¶ | | +| | | | Provide | | +| | | | confirmation to | | +| | | | the caller the | | +| | | | installation | | +| | | | appointment is | | +| | | | cancelled and | | +| | | | close the | | +| | | | call.¶ ¶ | | +| | | | Change Install | | +| | | | Appointment¶ ¶ | | +| | | | In the chat | | +| | | | field, enter:¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket #OPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install dateNew | | +| | | | install date | | +| | | | requested¶ ¶ | | +| | | | Provide the | | +| | | | caller with the | | +| | | | new | | +| | | | installation | | +| | | | date/time and | | +| | | | close the | | +| | | | call.¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to change or | | +| | | | cancel their | | +| | | | installation | | +| | | | appointment | | +| | | | after SMART | | +| | | | Chat hours of | | +| | | | operation:¶ ¶ | | +| | | | Create a | | +| | | | commitment. | | +| | | | When you | | +| | | | receive | | +| | | | confirmation | | +| | | | from the | | +| | | | appropriate | | +| | | | team, call or | | +| | | | email the | | +| | | | customer to | | +| | | | confirm the | | +| | | | appointment was | | +| | | | set and close | | +| | | | the commitment. | | +| | | | If After Hours | | +| | | | and the | | +| | | | Customer is | | +| | | | Located in | | +| | | | Then Include | | +| | | | in the E-mail | | +| | | | Change Install | | +| | | | Appointment | | +| | | | Cancel Install | | +| | | | Appointment | | +| | | | AL, TN, FL, GA, | | +| | | | KY, LA, MI, NC, | | +| | | | SC Email BCS | | +| | | | Ops Dispatch. | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket | | +| | | | numberOPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install dateNew | | +| | | | install date re | | +| | | | questedRequest | | +| | | | Confirmation | | +| | | | response email | | +| | | | from this team¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket | | +| | | | numberOPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install | | +| | | | dateCancel Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | installation | | +| | | | appointment per | | +| | | | customer | | +| | | | requestRequest | | +| | | | Confirmation | | +| | | | response email | | +| | | | from this team¶ | | +| | | | All other | | +| | | | states Email | | +| | | | BCC STATUS. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 46 | Is Cell | Content: The | Content: & | 8 | +| | Booster/Pro | usage on the | Cell Booster | | +| | discountable | Contoso Cell | Pro do not | | +| | ? (Promo | Booster and | qualify for | | +| | discounts, | Cell Booster | compensation or | | +| | FAN | Pro is | ranker. They | | +| | discounts, | billed | are products | | +| | and so on)? | according to | designed to | | +| | | the | improve the | | +| | | customer's | customers | | +| | | rate plan | experience and | | +| | | and/or | reduce chargeba | | +| | | feature just | cks. Provisioni | | +| | | like if the | ng: | | +| | | customer was | Provisioning:  | | +| | | on Contoso | Step 1:  Go | | +| | | Wireless | into the | | +| | | Network. | customer's | | +| | | Customer | account Step | | +| | | will not see | 2:  On the | | +| | | any | Customer | | +| | | different | Summary screen, | | +| | | billing | go to | | +| | | usage when | 'Sales', find | | +| | | placing | 'Shipping' and | | +| | | calls/data | choose 'OTHER' | | +| | | sessions on | Step 3:  Type | | +| | | Cell Booster | in the | | +| | | or Cell | description, | | +| | | Booster Pro. | i.e. 'Cell | | +| | | Call detail | Booster' and it | | +| | | is available | will then come | | +| | | for calls | up. Add it to | | +| | | placed while | cart. Mobile | | +| | | on the Contoso | App Web Portal | | +| | | Cell Booster | The Contoso Cell | | +| | | or Cell | Booster  App is | | +| | | Booster Pro. | free and | | +| | | (Source: | available in | | +| | | context) | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: : | | +| | | | FAN-based | | +| | | | discounts are | | +| | | | calculated | | +| | | | after any MRC | | +| | | | Modifiers have | | +| | | | been | | +| | | | subtracted. | | +| | | | Telegence | | +| | | | applies | | +| | | | discounts in | | +| | | | descending | | +| | | | order of | | +| | | | monetary | | +| | | | amounts | | +| | | | (highest | | +| | | | amounts are | | +| | | | calculated | | +| | | | first). | | +| | | | Taxes and fees | | +| | | | are not | | +| | | | discountable. | | +| | | | If the discount | | +| | | | is being | | +| | | | calculated | | +| | | | correctly but | | +| | | | the customer | | +| | | | still has | | +| | | | concerns, | | +| | | | continue to the | | +| | | | next step. | | +| | | | 4 Determine | | +| | | | if the rate | | +| | | | plan eligible | | +| | | | for | | +| | | | discounting. | | +| | | | Plan Is Then | | +| | | | Eligible | | +| | | | Continue to | | +| | | | Step 6. | | +| | | | Not Eligible | | +| | | | The customer is | | +| | | | on a rate plan | | +| | | | that does not | | +| | | | support | | +| | | | National | | +| | | | Account | | +| | | | Discounts To | | +| | | | qualify for | | +| | | | discounts for | | +| | | | this line, the | | +| | | | customer must | | +| | | | change their | | +| | | | rate plan. | | +| | | | Since the | | +| | | | customer was | | +| | | | not eligible | | +| | | | for the | | +| | | | discounts, | | +| | | | credits are not | | +| | | | appropriate for | | +| | | | this scenario. | | +| | | | Heads Up: A | | +| | | | limited number | | +| | | | of contract | | +| | | | types allow for | | +| | | | discounts on | | +| | | | BusinessTalk | | +| | | | and | | +| | | | grandfathered | | +| | | | FamilyTalk | | +| | | | plans. If the | | +| | | | customer has | | +| | | | other | | +| | | | qualifying | | +| | | | charges for the | | +| | | | CTN, they will | | +| | | | receive the FAN | | +| | | | discount credit | | +| | | | for those | | +| | | | charges, but | | +| | | | not for the | | +| | | | rate plan | | +| | | | except in the | | +| | | | case of Unity | | +| | | | plans. To | | +| | | | continue | | +| | | | troubleshooting | | +| | | | feature | | +| | | | discounts or | | +| | | | FamilyTalk, | | +| | | | continue to | | +| | | | Step 6. | | +| | | | 5 Is the rate | | +| | | | plan on their | | +| | | | previous bill a | | +| | | | Unity plan or | | +| | | | their current | | +| | | | plan one of the | | +| | | | following? | | +| | | | BusinessTalk | | +| | | | FamilyTalk Zod | | +| | | | iac/Dobson/Trit | | +| | | | on/Alltell | | +| | | | Mobile Share | | +| | | | 300 MB with | | +| | | | Unlimited Talk | | +| | | | and Text (SOC | | +| | | | SDG300MBS) | | +| | | | Senior Nation | | +| | | | 200 | | +| | | | Unlimited plans | | +| | | | Unity | | +| | | | If Then | | +| | | | No Continue to | | +| | | | Step 7. | | +| | | | Yes The | | +| | | | customer is on | | +| | | | a rate plan | | +| | | | that does not | | +| | | | support | | +| | | | National | | +| | | | Account | | +| | | | Discounts. To | | +| | | | qualify for | | +| | | | discounts for | | +| | | | this line, the | | +| | | | customer must | | +| | | | change their  | | +| | | | plan. Since | | +| | | | the customer | | +| | | | was not | | +| | | | eligible for | | +| | | | the discounts, | | +| | | | credits are not | | +| | | | appropriate. A | | +| | | | limited number | | +| | | | of contract | | +| | | | types allow for | | +| | | | discounts on | | +| | | | BusinessTalk | | +| | | | and | | +| | | | grandfathered | | +| | | | FamilyTalk | | +| | | | plans. If the | | +| | | | customer has | | +| | | | other | | +| | | | qualifying | | +| | | | charges for the | | +| | | | CTN, they will | | +| | | | receive the FAN | | +| | | | discount credit | | +| | | | for those | | +| | | | charges, but | | +| | | | not for the | | +| | | | rate plan | | +| | | | except in the | | +| | | | case of Unity | | +| | | | plans. | | +| | | | Unity plans | | +| | | | make the line | | +| | | | ineligible for | | +| | | | all rate plan | | +| | | | and feature | | +| | | | discounts. | | +| | | | To continue tro | | +| | | | ubleshooting, | | +| | | | continue to | | +| | | | Step 7. | | +| | | | 6 Was the | | +| | | | customer on a | | +| | | | Unity Plan | | +| | | | during the | | +| | | | previous bill | | +| | | | cycle? | | +| | | | If Then | | +| | | | No Continue to | | +| | | | the next step. | | +| | | | Yes | | +| | | | Discounts are | | +| | | | delayed by 1 | | +| | | | billing cycle | | +| | | | when moving off | | +| | | | a Unity plan. | | +| | | | Inform the | | +| | | | customer that | | +| | | | they will see | | +| | | | their discount | | +| | | | on the next | | +| | | | bill. Unity | | +| | | | plans make the | | +| | | | line ineligible | | +| | | | for all rate | | +| | | | plan and | | +| | | | feature | | +| | | | discounts. | | +| | | | Since the | | +| | | | customer was | | +| | | | not eligible | | +| | | | for the | | +| | | | discount, | | +| | | | credits are not | | +| | | | appropriate for | | +| | | | this scenario. | | +| | | | 7 What was | | +| | | | the line's | | +| | | | status at the | | +| | | | end of the bill | | +| | | | cycle? | | +| | | | Determine the | | +| | | | line's status | | +| | | | for the date of | | +| | | | the bill cycle | | +| | | | using the | | +| | | | Subscriber | | +| | | | History | | +| | | | Function in | | +| | | | Telegence. | | +| | | | Users without | | +| | | | Telegence | | +| | | | access use | | +| | | | 3TWA. | | +| | | | If Status Is | | +| | | | Then | | +| | | | Active | | +| | | | Continue to the | | +| | | | next step. | | +| | | | Cancelled or | | +| | | | Suspended | | +| | | | Let the | | +| | | | customer know | | +| | | | lines that are | | +| | | | cancelled or | | +| | | | suspended at | | +| | | | the end of the | | +| | | | bill cycle are | | +| | | | not eligible | | +| | | | for National | | +| | | | Account | | +| | | | Discounts. The | | +| | | | line must be | | +| | | | active at the | | +| | | | close of the | | +| | | | bill cycle to | | +| | | | qualify. | | +| | | | Assist the | | +| | | | customer with | | +| | | | re-activating | | +| | | | the account, if | | +| | | | necessary. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | 8 Has the line | | +| | | | been | | +| | | | provisioned | | +| | | | with the | | +| | | | Original iPhone | | +| | | | Data Plan? | | +| | | | The customer's | | +| | | | discount | | +| | | | eligibility is | | +| | | | influenced by | | +| | | | current and | | +| | | | previous data | | +| | | | plans. If the | | +| | | | customer | | +| | | | currently has | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Know | What | | +| | | | the Customer | | +| | | | Needs to Know | | | +| | | | Procedures | | | +| | | | Customer | | +| | | | Support | FAQ | | +| | | | An Contoso | | +| | | | Signature | | +| | | | Program | | +| | | | customer is an | | +| | | | Contoso consumer | | +| | | | who receives a | | +| | | | special | | +| | | | discount based | | +| | | | on their | | +| | | | affiliation | | +| | | | with a | | +| | | | corporation, | | +| | | | government | | +| | | | agency, or | | +| | | | educational | | +| | | | institution. | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customers are | | +| | | | financially | | +| | | | responsible for | | +| | | | their accounts. | | +| | | | Standard | | +| | | | consumer | | +| | | | service | | +| | | | contracts apply | | +| | | | and Contoso | | +| | | | determines | | +| | | | credit | | +| | | | worthiness | | +| | | | before | | +| | | | establishing | | +| | | | service. Contoso | | +| | | | Signature | | +| | | | Program is only | | +| | | | available on | | +| | | | postpaid | | +| | | | accounts. | | +| | | | Ineligible rate | | +| | | | plans: Check | | +| | | | the MSC Only | | +| | | | (FAN) Discount | | +| | | | Eligible field | | +| | | | in the Rate | | +| | | | Plan Viewer | | +| | | | article under | | +| | | | Related Links, | | +| | | | to determine if | | +| | | | the voice/data | | +| | | | plan is | | +| | | | eligible for | | +| | | | FAN | | +| | | | discounting. | | +| | | | Ineligible | | +| | | | plans include, | | +| | | | but are not | | +| | | | limited to: | | +| | | | 300MB Mobile | | +| | | | Share and | | +| | | | Mobile Share | | +| | | | Advantage plans | | +| | | | Contoso Nation | | +| | | | Unlimited plans | | +| | | | Contoso Unity | | +| | | | plans Non- | | +| | | | standard plans, | | +| | | | including Contoso | | +| | | | North America | | +| | | | plans and | | +| | | | acquired | | +| | | | company | | +| | | | mirrored plans | | +| | | | (e.g., Alltell, | | +| | | | Centennial, | | +| | | | Cellular One | | +| | | | Dobson, | | +| | | | Element, | | +| | | | RCC/Unicel, | | +| | | | Verizon) | | +| | | | Secondary lines | | +| | | | on FamilyTalk, | | +| | | | original Mobile | | +| | | | Share, and | | +| | | | Mobile Share | | +| | | | Advantage plans | | +| | | | Grandfathered | | +| | | | FamilyTalk | | +| | | | plans: Only | | +| | | | the primary | | +| | | | line is | | +| | | | eligible for | | +| | | | the discount. | | +| | | | Secondary | | +| | | | FamilyTalk | | +| | | | lines do not | | +| | | | see a discount. | | +| | | | Manual | | +| | | | enrollments: | | +| | | | Never add a FAN | | +| | | | in the billing | | +| | | | system. NBSC | | +| | | | reps: For Contoso | | +| | | | Signature | | +| | | | Program | | +| | | | exceptions, see | | +| | | | FAN Attachments | | +| | | | - NBSC. | | +| | | | Combined Bill: | | +| | | | Combined Bill | | +| | | | accounts are | | +| | | | eligible for | | +| | | | Contoso Signature | | +| | | | Program FAN | | +| | | | attachments. | | +| | | | The FAN | | +| | | | discount | | +| | | | supersedes the | | +| | | | Combined Bill | | +| | | | discount. CRU | | +| | | | to Contoso | | +| | | | Signature | | +| | | | Program: CRU | | +| | | | customers who | | +| | | | wish to enroll | | +| | | | on an Contoso | | +| | | | Signature | | +| | | | Program FAN | | +| | | | should complete | | +| | | | a ToBR. NBI | | +| | | | market only: | | +| | | | Customers who | | +| | | | add an Contoso | | +| | | | Signature | | +| | | | Program FAN to | | +| | | | an account in | | +| | | | the NBI market | | +| | | | inherit the | | +| | | | bill cycle of | | +| | | | the FAN. To | | +| | | | determine the | | +| | | | new bill cycle: | | +| | | | Access the FAN | | +| | | | in FaST. The | | +| | | | NBI bill cycle | | +| | | | appears under | | +| | | | the Care tab in | | +| | | | the Current NBI | | +| | | | Bill Cycle | | +| | | | field. BMSC | | +| | | | only: CRU to | | +| | | | Contoso Signature | | +| | | | Program ToBR | | +| | | | Exception: We | | +| | | | allow Contoso | | +| | | | Signature | | +| | | | Program | | +| | | | enrollments | | +| | | | when customers | | +| | | | perform a CRU | | +| | | | to Contoso | | +| | | | Signature | | +| | | | Program ToBR. | | +| | | | The two FANs | | +| | | | must be within | | +| | | | the same | | +| | | | agreement. If | | +| | | | the customer | | +| | | | advises you | | +| | | | they receive a | | +| | | | discount, but | | +| | | | cannot provide | | +| | | | you with the | | +| | | | sponsorship | | +| | | | FAN, search for | | +| | | | it in FaST, | | +| | | | verify it is | | +| | | | under the same | | +| | | | agreement, and | | +| | | | add the FAN to | | +| | | | the account. | | +| | | | OPUS | | +| | | | Tip: Exceeded | | +| | | | number of | | +| | | | attempts – | | +| | | | Customers can | | +| | | | only attempt | | +| | | | enrolling in a | | +| | | | FAN a total of | | +| | | | 3 times in a | | +| | | | calendar year. | | +| | | | Do not | | +| | | | repeatedly | | +| | | | enroll a | | +| | | | customer. If | | +| | | | they are | | +| | | | prompted to | | +| | | | provide Proof | | +| | | | of Eligibility, | | +| | | | upload their | | +| | | | documents, do | | +| | | | not start the | | +| | | | enrollment | | +| | | | process over. | | +| | | | The account | | +| | | | holder must be | | +| | | | an employee who | | +| | | | receives a W-2 | | +| | | | (on the | | +| | | | company's | | +| | | | payroll) or an | | +| | | | affiliate of a | | +| | | | college/univers | | +| | | | ity. | | +| | | | Enrollment | | +| | | | process: | | +| | | | Customers | | +| | | | should complete | | +| | | | all Contoso | | +| | | | Signature | | +| | | | Program | | +| | | | enrollment | | +| | | | requests online | | +| | | | via att.com/sho | | +| | | | p/wireless/iru- | | +| | | | check-for- | | +| | | | discount.html. | | +| | | | If the customer | | +| | | | is unable to | | +| | | | process the | | +| | | | request online, | | +| | | | the customer | | +| | | | may visit an | | +| | | | Contoso Retail | | +| | | | store for | | +| | | | assistance with | | +| | | | the enrollment | | +| | | | process. Proof | | +| | | | of employment | | +| | | | is required for | | +| | | | all enrollments | | +| | | | not processed | | +| | | | online. Two- | | +| | | | year contract: | | +| | | | Customers are | | +| | | | not required to | | +| | | | accept a two- | | +| | | | year contract | | +| | | | as part of the | | +| | | | FAN enrollment. | | +| | | | This policy | | +| | | | change was not | | +| | | | retroactive. | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | customers who | | +| | | | signed two-year | | +| | | | agreements | | +| | | | before the | | +| | | | change are not | | +| | | | entitled to | | +| | | | exceptions or | | +| | | | overrides on | | +| | | | contract length | | +| | | | or upgrade | | +| | | | eligibility. | | +| | | | Upgrade | | +| | | | eligibility: | | +| | | | FAN attachments | | +| | | | do not affect | | +| | | | upgrade | | +| | | | eligibility. | | +| | | | Device upgrades | | +| | | | may require a | | +| | | | two-year | | +| | | | contract for | | +| | | | discounted | | +| | | | pricing. This | | +| | | | requirement is | | +| | | | independent of | | +| | | | the FAN | | +| | | | attachment | | +| | | | process. | | +| | | | Discounting: | | +| | | | The discount | | +| | | | percentage is | | +| | | | effective | | +| | | | during the | | +| | | | enrolled bill | | +| | | | cycle. There | | +| | | | is no | | +| | | | proration. It | | +| | | | may take 1-2 | | +| | | | bill cycles | | +| | | | before the | | +| | | | discount shows | | +| | | | on the invoice. | | +| | | | If the FAN adds | | +| | | | before the | | +| | | | cycle end date, | | +| | | | the discount | | +| | | | appears on the | | +| | | | next invoice. | | +| | | | If the FAN adds | | +| | | | after the cycle | | +| | | | end date, the | | +| | | | discount does | | +| | | | not show until | | +| | | | the second | | +| | | | invoice | | +| | | | following enrol | | +| | | | lment.Example: | | +| | | | Cycle end date: | | +| | | | April 11, 2018 | | +| | | | If Then | | +| | | | FAN adds April | | +| | | | 3, 2018 | | +| | | | Discount | | +| | | | appears on the | | +| | | | April invoice | | +| | | | as the FAN | | +| | | | added before | | +| | | | the close of | | +| | | | the bill cycle. | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | ++----+----------------+----------------+------------------+--------------+ +| 47 | What are the | Usage on the | Content: & | 10 | +| | methods a | Contoso Cell | Cell Booster | | +| | customer can | Booster and | Pro do not | | +| | be billed | Cell Booster | qualify for | | +| | for Cell Boo | Pro is | compensation or | | +| | ster/Pro? | billed | ranker. They | | +| | | according to | are products | | +| | | the | designed to | | +| | | customer's | improve the | | +| | | rate plan | customers | | +| | | and/or | experience and | | +| | | feature just | reduce chargeba | | +| | | like if the | cks. Provisioni | | +| | | customer was | ng: | | +| | | on Contoso | Provisioning:  | | +| | | Wireless | Step 1:  Go | | +| | | Network. | into the | | +| | | Customer | customer's | | +| | | will not see | account Step | | +| | | any | 2:  On the | | +| | | different | Customer | | +| | | billing | Summary screen, | | +| | | usage when | go to | | +| | | placing | 'Sales', find | | +| | | calls/data | 'Shipping' and | | +| | | sessions on | choose 'OTHER' | | +| | | Cell Booster | Step 3:  Type | | +| | | or Cell | in the | | +| | | Booster Pro. | description, | | +| | | Call detail | i.e. 'Cell | | +| | | is available | Booster' and it | | +| | | for calls | will then come | | +| | | placed while | up. Add it to | | +| | | on the Contoso | cart. Mobile | | +| | | Cell Booster | App Web Portal | | +| | | or Cell | The Contoso Cell | | +| | | Booster Pro. | Booster  App is | | +| | | (Source: | free and | | +| | | context) | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: . | | +| | | | ​Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | Of their | | +| | | | installation | | +| | | | date and | | +| | | | timeExpect an | | +| | | | email from | | +| | | | Field Services | | +| | | | Installation | | +| | | | team providing | | +| | | | Cell Booster | | +| | | | pro | | +| | | | documentation | | +| | | | including | | +| | | | Installation | | +| | | | requirements, | | +| | | | Network | | +| | | | (Broadband | | +| | | | Internet) | | +| | | | requirements, | | +| | | | Scope of Work | | +| | | | including Roles | | +| | | | & Responsibilit | | +| | | | ies | | +| | | | Installation | | +| | | | manager | | +| | | | contacts | | +| | | | customer 48 | | +| | | | hours prior to | | +| | | | installation to | | +| | | | confirm | | +| | | | scheduled | | +| | | | appointment To | | +| | | | expect a | | +| | | | courtesy call | | +| | | | from the Contoso | | +| | | | Field Service | | +| | | | technician 24 | | +| | | | hours prior to | | +| | | | their | | +| | | | appointment¶ | | +| | | | Provide the | | +| | | | customer their | | +| | | | OPUS order | | +| | | | number. Advise | | +| | | | the customer of | | +| | | | these | | +| | | | requirements | | +| | | | for | | +| | | | installation:¶ | | +| | | | Make sure the | | +| | | | area is | | +| | | | clear.The | | +| | | | device needs to | | +| | | | be present at | | +| | | | installation | | +| | | | location.The | | +| | | | device needs to | | +| | | | be registered | | +| | | | and activated | | +| | | | by the customer | | +| | | | prior to or at | | +| | | | time of | | +| | | | installation | | +| | | | The customer | | +| | | | transport | | +| | | | requirements | | +| | | | have been met | | +| | | | (see Technical | | +| | | | Guide for | | +| | | | requirements) | | +| | | | If the device | | +| | | | is determined | | +| | | | to be defective | | +| | | | during installa | | +| | | | tion/activation | | +| | | | , the | | +| | | | technician does | | +| | | | not have | | +| | | | additional | | +| | | | devices on | | +| | | | hand:¶ The | | +| | | | customer needs | | +| | | | to process a | | +| | | | Warranty | | +| | | | Exchange to | | +| | | | receive a | | +| | | | replacement | | +| | | | device.Review | | +| | | | Accessory BRE | | +| | | | processes, if | | +| | | | the install is | | +| | | | within 30 days | | +| | | | of the | | +| | | | purchase. ¶ | | +| | | | The technician | | +| | | | is available on | | +| | | | site until the | | +| | | | device is | | +| | | | active on the | | +| | | | network.¶ Back | | +| | | | to Top¶ | | +| | | | Buyer's Remorse | | +| | | | Exchange (BRE) | | +| | | | ¶ ¶ ¶ | | +| | | | Business and | | +| | | | FirstNet | | +| | | | Customers have | | +| | | | a 30 day window | | +| | | | to return the | | +| | | | device for a | | +| | | | full refund. | | +| | | | After 30 days, | | +| | | | the Business | | +| | | | and FirstNet | | +| | | | Customers | | +| | | | cannot return | | +| | | | the device for | | +| | | | a refund. After | | +| | | | the BRExchange | | +| | | | period for | | +| | | | Business | | +| | | | FirstNet | | +| | | | customers (30 | | +| | | | days) the | | +| | | | customer may | | +| | | | request a | | +| | | | Warranty | | +| | | | Exchange as a | | +| | | | replacement if | | +| | | | defective or | | +| | | | damaged. BRE | | +| | | | (exchange) | | +| | | | process for | | +| | | | Cell Booster | | +| | | | Products: There | | +| | | | is no custom | | +| | | | BRE flow for | | +| | | | Cell Booster | | +| | | | products. Reps | | +| | | | will need to | | +| | | | process return | | +| | | | and order a new | | +| | | | device to | | +| | | | fulfill an | | +| | | | exchange as per | | +| | | | the below: ¶ | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster: Cell | | +| | | | Booster can be | | +| | | | exchanged in | | +| | | | Retail Store | | +| | | | since Contoso | | +| | | | Retail Stores | | +| | | | carry inventory | | +| | | | in the Store. | | +| | | | In OPUS Retail, | | +| | | | there is a 2 | | +| | | | step process | | +| | | | for BRE. Rep | | +| | | | has to process | | +| | | | the device | | +| | | | return first | | +| | | | and then | | +| | | | purchase new | | +| | | | device. In | | +| | | | Retail, Manager | | +| | | | can do an | | +| | | | override to | | +| | | | reset the value | | +| | | | so customer is | | +| | | | not charged for | | +| | | | new device. | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | purchased | | +| | | | Online/DF | | +| | | | channels. Cell | | +| | | | Booster Pro an | | +| | | | all Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | cannot be | | +| | | | exchanged in | | +| | | | Contoso Retail | | +| | | | Stores since | | +| | | | Stores will not | | +| | | | carry this | | +| | | | inventory (only | | +| | | | Cell Booster is | | +| | | | stocked in | | +| | | | Retail Stores). | | +| | | | To process BRE, | | +| | | | Rep will need | | +| | | | to advise | | +| | | | customer to | | +| | | | return the | | +| | | | existing device | | +| | | | /accessory via | | +| | | | online return | | +| | | | process and | | +| | | | then rep can | | +| | | | order a new dev | | +| | | | ice/accessory | | +| | | | once return has | | +| | | | been processed. | | +| | | | Customer will | | +| | | | receive refund | | +| | | | for the initial | | +| | | | device once | | +| | | | return is | | +| | | | received and | | +| | | | processed by | | +| | | | Contoso.¶ If | | +| | | | Installation | | +| | | | was Ordered | | +| | | | Then But not | | +| | | | installed on | | +| | | | the original | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Submi | | +| | | | t an Unable to | | +| | | | Complete | | +| | | | Transaction. ¶ | | +| | | | Perform the | | +| | | | BRExchange and | | +| | | | order an | | +| | | | installation | | +| | | | during the | | +| | | | flow. ¶ Follow | | +| | | | rescheduling | | +| | | | installation | | +| | | | process. ¶ And | | +| | | | install | | +| | | | completed on | | +| | | | the original | | +| | | | device, and the | | +| | | | customer | | +| | | | declines to | | +| | | | self-install | | +| | | | the new device | | +| | | | Order an | | +| | | | installation | | +| | | | for the new | | +| | | | device during | | +| | | | the BRExchange | | +| | | | flow. Heads | | +| | | | up: the | | +| | | | customer should | | +| | | | be billed for | | +| | | | this if pro- | | +| | | | install was not | | +| | | | included | | +| | | | initially. But | | +| | | | not installed, | | +| | | | and the | | +| | | | customer | | +| | | | activated the | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Credi | | +| | | | t the customer | | +| | | | for the | | +| | | | installation | | +| | | | charge.¶ See | | +| | | | Clarify Credits | | +| | | | and Adjustments | | +| | | | Policy and | | +| | | | Submission | | +| | | | Process - | | +| | | | BCSS.¶ Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | But not | | +| | | | installed, and | | +| | | | the device was | | +| | | | not activated | | +| | | | by the customer | | +| | | | ¶ Re-schedule | | +| | | | the existing | | +| | | | installation | | +| | | | appointment to | | +| | | | coincide with | | +| | | | the delivery of | | +| | | | the new | | +| | | | device.Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | They will be | | +| | | | charged for the | | +| | | | exchanged | | +| | | | device.To | | +| | | | return the | | +| | | | device in the | | +| | | | original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Inform the | | +| | | | customer they | | +| | | | will be | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Back to Top¶ | | +| | | | Returns ¶ ¶ ¶ | | +| | | | If a customer | | +| | | | is not | | +| | | | satisfied with | | +| | | | the Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro, | | +| | | | they may return | | +| | | | the device.¶ ¶ | | +| | | | Advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device in the | | +| | | | customer Web | | +| | | | portal | | +| | | | accessible:¶ ¶ | | +| | | | att.com/cellboo | | +| | | | ster To return | | +| | | | the device in | | +| | | | the original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents | | +| | | | Source: | | +| | | | Content: to | | +| | | | the new | | +| | | | location.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | the customer | | +| | | | contacts their | | +| | | | Contoso account | | +| | | | manager to add | | +| | | | the device to | | +| | | | the existing | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (pseudo CTN) at | | +| | | | that address | | +| | | | location, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Has | | +| | | | billing | | +| | | | issues/concerns | | +| | | | Assist the | | +| | | | customer with | | +| | | | billing issues. | | +| | | | For more | | +| | | | information on | | +| | | | device price, | | +| | | | features, and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS. | | +| | | | Wants to | | +| | | | complete a | | +| | | | Warranty | | +| | | | Exchange ¶ | | +| | | | Bridge the | | +| | | | customer to | | +| | | | BMTS using the | | +| | | | Directory Tool. | | +| | | | After the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | process: if | | +| | | | there's a | | +| | | | Professional | | +| | | | Installation | | +| | | | needed - please | | +| | | | follow below | | +| | | | steps. Note: | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro. ¶ | | +| | | | ¶ The | | +| | | | installation | | +| | | | option will | | +| | | | automatically | | +| | | | pop up in the | | +| | | | buy OPUS flow. | | +| | | | Users also have | | +| | | | the option to | | +| | | | place an | | +| | | | install only | | +| | | | order, | | +| | | | Professional | | +| | | | Installation is | | +| | | | offered with a | | +| | | | onetime charge | | +| | | | fee. When the | | +| | | | installation | | +| | | | option is | | +| | | | selected, the | | +| | | | user will be | | +| | | | presented | | +| | | | installation | | +| | | | scheduling | | +| | | | screens to | | +| | | | include:¶ | | +| | | | Customer | | +| | | | requested due | | +| | | | date (minimum | | +| | | | 10 business | | +| | | | days from order | | +| | | | date)Customer | | +| | | | contact name, | | +| | | | number, and | | +| | | | email address | | +| | | | Customer | | +| | | | location for | | +| | | | installation¶ | | +| | | | ¶ Advises you | | +| | | | they had the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | installed by | | +| | | | Contoso, but it is | | +| | | | not working and | | +| | | | requests for a | | +| | | | technician to | | +| | | | return to | | +| | | | location Wants | | +| | | | to set-up a | | +| | | | Premier account | | +| | | | ¶ Refer to the | | +| | | | Premier Login | | +| | | | Assistance - | | +| | | | BCSS. Reminder: | | +| | | | Small Business | | +| | | | customers use | | +| | | | MyATT.COM.¶ ¶ | | +| | | | Select | | +| | | | Determining if | | +| | | | a Premier Site | | +| | | | Exist to | | +| | | | determine if | | +| | | | the customer | | +| | | | has an existing | | +| | | | Premier Site.¶ | | +| | | | ¶ If yes, | | +| | | | assist the | | +| | | | customer with | | +| | | | resetting | | +| | | | existing logins | | +| | | | and/or | | +| | | | passwords for | | +| | | | Premier Online | | +| | | | Care.If no, | | +| | | | assist the | | +| | | | customer with a | | +| | | | New Premier | | +| | | | Site Build | | +| | | | Request.¶ Has | | +| | | | self-installed | | +| | | | device status | | +| | | | questions ¶ | | +| | | | Log into TORCH, | | +| | | | via Link | | +| | | | Center.Enter | | +| | | | the Serial | | +| | | | Number/EID or | | +| | | | query by the | | +| | | | customer's | | +| | | | mobile number | | +| | | | input during | | +| | | | Cell Booster re | | +| | | | gistration.Sele | | +| | | | ct Device | | +| | | | Status.¶ If | | +| | | | Customer Owned | | +| | | | is Set to Then | | +| | | | Yes Transfer | | +| | | | the customer to | | +| | | | BMTS using the | | +| | | | Directory Tool. | | +| | | | Has an Contoso | | +| | | | Owned Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro and | | +| | | | needs technical | | +| | | | assistance No | | +| | | | Transfer the | | +| | | | customer to BM | | +| | | | IoT using the | | +| | | | Directory Tool | | +| | | | and enter PIN | | +| | | | 08674. Is on a | | +| | | | FirstNet | | +| | | | certified | | +| | | | device using a | | +| | | | FN SIM and they | | +| | | | are attempting | | +| | | | to connect to | | +| | | | Cell Booster | | +| | | | Pro ¶ Heads | | +| | | | up: Cell | | +| | | | Booster Pro | | +| | | | supports Band | | +| | | | 14 therefore | | +| | | | customers with | | +| | | | FirstNet SIMs | | +| | | | or Contoso Orange | | +| | | | SIMs are | | +| | | | supported. | | +| | | | Verify the | | +| | | | customer is | | +| | | | using one of | | +| | | | the following | | +| | | | certified | | +| | | | devices:¶ ¶ | | +| | | | Corning | | +| | | | SpiderCloudfALU | | +| | | | MS-MCI 9962 | | +| | | | (Contoso MetroCell | | +| | | | )Ericsson mRBS | | +| | | | 6501Nokia | | +| | | | Flexizone SBO | | +| | | | (Single Band | | +| | | | Operation)Nokia | | +| | | | Flexizone MBO | | +| | | | (Multi Band | | +| | | | Operation)¶ | | +| | | | Back to Top¶ | | +| | | | Order | | +| | | | Professional | | +| | | | Install Only ¶ | | +| | | | ¶ ¶ | | +| | | | Standard hours | | +| | | | for an | | +| | | | installation is | | +| | | | Monday - | | +| | | | Friday, between | | +| | | | 8 a.m. - 5 | | +| | | | p.m., in the | | +| | | | customer's time | | +| | | | zone. Unless | | +| | | | otherwise | | +| | | | agreed to in | | +| | | | advance by both | | +| | | | parties, all | | +| | | | work will be | | +| | | | performed | | +| | | | during normal | | +| | | | business (9am – | | +| | | | 5 pm Monday | | +| | | | through Friday, | | +| | | | excluding | | +| | | | holidays). | | +| | | | OPUS does not | | +| | | | block off calen | | +| | | | dar/company | | +| | | | holidays:¶ Do | | +| | | | not schedule an | | +| | | | install | | +| | | | appointment for | | +| | | | a date that | | +| | | | falls on a cale | | +| | | | ndar/company | | +| | | | holiday.¶ | | +| | | | Enter special | | +| | | | instructions in | | +| | | | the Message for | | +| | | | Technician | | +| | | | field (using 75 | | +| | | | characters or | | +| | | | less):¶ Enter | | +| | | | information | | +| | | | about the | | +| | | | person who will | | +| | | | be on-site for | | +| | | | the | | +| | | | installation | | +| | | | into the | | +| | | | Contact | | +| | | | Information | | +| | | | section.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | phone number in | | +| | | | the Seller | | +| | | | Information | | +| | | | table. Once | | +| | | | the order is | | +| | | | submitted, the | | +| | | | information | | +| | | | entered on the | | +| | | | Installation | | +| | | | Information | | +| | | | page cannot be | | +| | | | updated:¶ If | | +| | | | an error was | | +| | | | made, cancel, | | +| | | | and reorder the | | +| | | | installation | | +| | | | appointment.¶ | | +| | | | BMTS should | | +| | | | follow PIWIL | | +| | | | (play it where | | +| | | | it lands) and | | +| | | | should be | | +| | | | familiar with | | +| | | | Ordering | | +| | | | Professional | | +| | | | Installation | | +| | | | process. For | | +| | | | any issues | | +| | | | BMTS, may | | +| | | | engage BMC or | | +| | | | Enhanced Care | | +| | | | to order an | | +| | | | installation | | +| | | | only for a | | +| | | | warranty | | +| | | | exchange | | +| | | | replacement | | +| | | | device. Note: | | +| | | | If customers | | +| | | | order in | | +| | | | Premier or | | +| | | | myATT.com, they | | +| | | | can request an | | +| | | | Install only | | +| | | | order when | | +| | | | calling into | | +| | | | Business Care | | +| | | | or Business | | +| | | | Sales or via | | +| | | | their account | | +| | | | rep. The | | +| | | | customer should | | +| | | | confirm that a | | +| | | | device has been | | +| | | | ordered and | | +| | | | BMTS / BMC / | | +| | | | Enhanced Care | | +| | | | should ask the | | +| | | | customer to | | +| | | | provide their | | +| | | | order number. | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for CRU’s | | +| | | | purchasing. The | | +| | | | installation | | +| | | | option will | | +| | | | automatically | | +| | | | pop up in the | | +| | | | OPUS buy flow | | +| | | | and users have | | +| | | | the option to | | +| | | | also place an | | +| | | | install only | | +| | | | order. The | | +| | | | Professional | | +| | | | Installation I | | +| | | | offered at a | | +| | | | onetime charge | | +| | | | fee Source: | | +| | | | Content: using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Restocking fees | | +| | | | apply. Inform | | +| | | | the customer | | +| | | | they are | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Cancel Service¶ | | +| | | | ¶ If a | | +| | | | customer | | +| | | | requests to | | +| | | | cancel their | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro Service, | | +| | | | advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device via the | | +| | | | customer Web | | +| | | | portal.¶ ¶ at | | +| | | | t.com/cellboost | | +| | | | er Use the | | +| | | | mobile | | +| | | | app/portal to | | +| | | | select the | | +| | | | location and | | +| | | | device and | | +| | | | select | | +| | | | disconnect on | | +| | | | the device | | +| | | | screen. Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro | | +| | | | devices do not | | +| | | | have service | | +| | | | plans or any | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charges, | | +| | | | therefore there | | +| | | | is no billing | | +| | | | impact to | | +| | | | disconnecting. | | +| | | | ETFs (early | | +| | | | termination | | +| | | | fees) do not | | +| | | | apply. | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment ¶ | | +| | | | ¶ ¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to | | +| | | | change/cancel | | +| | | | their | | +| | | | installation | | +| | | | appointment, | | +| | | | bridge the call | | +| | | | to Cell Booster | | +| | | | or Cell Booster | | +| | | | Pro using the | | +| | | | speed dial | | +| | | | located in the | | +| | | | Directory Tool | | +| | | | and remain on | | +| | | | the line until | | +| | | | the | | +| | | | change/cancel | | +| | | | request is | | +| | | | completed.¶ ¶ | | +| | | | Enhanced Care ¶ | | +| | | | ¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to change or | | +| | | | cancel their | | +| | | | installation | | +| | | | appointment | | +| | | | during SMART | | +| | | | Chat hours of | | +| | | | operation:¶ ¶ | | +| | | | Open SMART | | +| | | | Chat. Log in | | +| | | | via Contoso Global | | +| | | | Logon. Select | | +| | | | the Agent tab. | | +| | | | Select | | +| | | | Workgroup to | | +| | | | Chat: Abfs- | | +| | | | dispatch. | | +| | | | Select Request | | +| | | | Type: Dispatch. | | +| | | | Select Purpose: | | +| | | | Time Reporting. | | +| | | | Select the | | +| | | | Center. SMART | | +| | | | Chat Hours of | | +| | | | Operation - ET | | +| | | | If the Customer | | +| | | | is Located in | | +| | | | Then 8 a.m. - | | +| | | | 6 p.m. AL, TN, | | +| | | | FL, GA, KY, LA, | | +| | | | MI, NC, SC | | +| | | | Select Non-Tech | | +| | | | 9 States > | | +| | | | Chat. 7:30 | | +| | | | a.m. - 8 p.m. | | +| | | | All other | | +| | | | states Select | | +| | | | Non-Tech 41 | | +| | | | States > Chat. | | +| | | | ¶ Access the | | +| | | | ESS Dashboard.S | | +| | | | elect Contoso | | +| | | | MetroCell from | | +| | | | the drop-down | | +| | | | menu.Press | | +| | | | Ctrl+F and | | +| | | | enter the | | +| | | | company name in | | +| | | | the search | | +| | | | field.Capture | | +| | | | the CSO/SSO | | +| | | | ticket number.¶ | | +| | | | ¶ If the | | +| | | | customer is | | +| | | | requesting to:¶ | | +| | | | ¶ Cancel their | | +| | | | installation | | +| | | | appointment - | | +| | | | Proceed to step | | +| | | | 8.Change their | | +| | | | installation | | +| | | | appointment - | | +| | | | Proceed to step | | +| | | | 9.¶ ¶ Cancel | | +| | | | Install | | +| | | | Appointment | | +| | | | Heads Up: | | +| | | | Installation | | +| | | | charges will | | +| | | | hit the | | +| | | | customer bill. | | +| | | | If customer | | +| | | | cancels the | | +| | | | install, a | | +| | | | credit should | | +| | | | be issued once | | +| | | | the bill with | | +| | | | the charges is | | +| | | | rendered ¶ ¶ | | +| | | | In the chat | | +| | | | field, enter:¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket #OPUS | | +| | | | order | | +| | | | numberCancel | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | installation | | +| | | | appointment per | | +| | | | customer | | +| | | | request¶ ¶ | | +| | | | Provide | | +| | | | confirmation to | | +| | | | the caller the | | +| | | | installation | | +| | | | appointment is | | +| | | | cancelled and | | +| | | | close the | | +| | | | call.¶ ¶ | | +| | | | Change Install | | +| | | | Appointment¶ ¶ | | +| | | | In the chat | | +| | | | field, enter:¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket #OPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install dateNew | | +| | | | install date | | +| | | | requested¶ ¶ | | +| | | | Provide the | | +| | | | caller with the | | +| | | | new | | +| | | | installation | | +| | | | date/time and | | +| | | | close the | | +| | | | call.¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to change or | | +| | | | cancel their | | +| | | | installation | | +| | | | appointment | | +| | | | after SMART | | +| | | | Chat hours of | | +| | | | operation:¶ ¶ | | +| | | | Create a | | +| | | | commitment. | | +| | | | When you | | +| | | | receive | | +| | | | confirmation | | +| | | | from the | | +| | | | appropriate | | +| | | | team, call or | | +| | | | email the | | +| | | | customer to | | +| | | | confirm the | | +| | | | appointment was | | +| | | | set and close | | +| | | | the commitment. | | +| | | | If After Hours | | +| | | | and the | | +| | | | Customer is | | +| | | | Located in | | +| | | | Then Include | | +| | | | in the E-mail | | +| | | | Change Install | | +| | | | Appointment | | +| | | | Cancel Install | | +| | | | Appointment | | +| | | | AL, TN, FL, GA, | | +| | | | KY, LA, MI, NC, | | +| | | | SC Email BCS | | +| | | | Ops Dispatch. | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket | | +| | | | numberOPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install dateNew | | +| | | | install date re | | +| | | | questedRequest | | +| | | | Confirmation | | +| | | | response email | | +| | | | from this team¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket | | +| | | | numberOPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install | | +| | | | dateCancel Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | installation | | +| | | | appointment per | | +| | | | customer | | +| | | | requestRequest | | +| | | | Confirmation | | +| | | | response email | | +| | | | from this team¶ | | +| | | | All other | | +| | | | states Email | | +| | | | BCC STATUS. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 48 | What does | The Contoso | Content: Cell | 10 | +| | the Contoso | Cell Booster | Booster Pro | | +| | Cell Booster | App allows | Only) | | +| | App allow | customers to | Customers that | | +| | customers to | register and | activate a Cell | | +| | do? | activate a | Booster Pro | | +| | | new Contoso | will have | | +| | | Cell | access to view | | +| | | Booster, | performance | | +| | | manage | reports. This | | +| | | registered | feature allows | | +| | | devices, | customers to | | +| | | add/delete | see a 13-month | | +| | | location | report that | | +| | | address, | displays | | +| | | disconnect | wireless usage | | +| | | device, | for that Cell | | +| | | manage | Booster Pro | | +| | | notification | Performance | | +| | | settings, | Reports will | | +| | | and | only be | | +| | | add/delete | displayed for | | +| | | secondary | Cell Booster | | +| | | admin user. | Pro and not | | +| | | (Source: | available for | | +| | | context) | Cell Booster. | | +| | | | To access the | | +| | | | performance | | +| | | | reports, from | | +| | | | the Home page, | | +| | | | click Settings | | +| | | | > Performance | | +| | | | Reports. ¶ | | +| | | | Back to Top ¶ | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) The | | +| | | | Contoso Cell | | +| | | | Booster | | +| | | | app/portal is | | +| | | | the primary | | +| | | | portal for | | +| | | | customers to | | +| | | | use to activate | | +| | | | and manage | | +| | | | their Cell | | +| | | | Booster device. | | +| | | | For troubleshoo | | +| | | | ting, agents | | +| | | | can impersonate | | +| | | | or mimic the | | +| | | | customer in the | | +| | | | app/portal and | | +| | | | have access to | | +| | | | the same view | | +| | | | and functions | | +| | | | as the | | +| | | | customer.¶ To | | +| | | | access the | | +| | | | customer | | +| | | | app/portal, the | | +| | | | agent will | | +| | | | query the | | +| | | | customer using | | +| | | | the customer's | | +| | | | existing Login | | +| | | | ID used to | | +| | | | access the Cell | | +| | | | Booster | | +| | | | app/portal. | | +| | | | Follow the | | +| | | | steps below to | | +| | | | impersonate | | +| | | | using the | | +| | | | Impersonation | | +| | | | Tool:¶ ¶ | | +| | | | Access the | | +| | | | tool: https://c | | +| | | | ellbooster.aws. | | +| | | | cloud.att.com/s | | +| | | | upportContent/i | | +| | | | ndex.html | | +| | | | Login using | | +| | | | Contoso Global | | +| | | | Login Select | | +| | | | the Customer | | +| | | | Type from the | | +| | | | drop-down: | | +| | | | Customer, | | +| | | | Business or | | +| | | | FirstNet | | +| | | | Customer Type - | | +| | | | Screenshot. | | +| | | | Input the Login | | +| | | | ID and click | | +| | | | Impersonate to | | +| | | | see all Cell | | +| | | | Boosters | | +| | | | associated with | | +| | | | the customer | | +| | | | profile Login | | +| | | | ID - | | +| | | | Screenshot.¶ | | +| | | | If the user has | | +| | | | a registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear | | +| | | | Registered User | | +| | | | - Screenshot.If | | +| | | | the user does | | +| | | | not have a | | +| | | | registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear Non- | | +| | | | Registered User | | +| | | | - Screenshot.¶ | | +| | | | Note: The | | +| | | | customer must | | +| | | | accept the | | +| | | | Terms and | | +| | | | Conditions when | | +| | | | registering | | +| | | | their first | | +| | | | device. The | | +| | | | agent cannot | | +| | | | perform this on | | +| | | | behalf of the | | +| | | | user. The Terms | | +| | | | and Conditions | | +| | | | need to be | | +| | | | accepted before | | +| | | | an agent can | | +| | | | perform any | | +| | | | impersonation. | | +| | | | ¶ ¶ Login | | +| | | | ID:¶ ¶ Agents | | +| | | | should see the | | +| | | | Login ID | | +| | | | associated to | | +| | | | the user in | | +| | | | TSRM. The Login | | +| | | | ID will be | | +| | | | returned to | | +| | | | TSRM UI (via | | +| | | | ISSAC WF) when | | +| | | | the agent | | +| | | | queries the | | +| | | | Cell Booster | | +| | | | Portal data by | | +| | | | mobile number | | +| | | | or serial | | +| | | | number. The | | +| | | | Login ID will | | +| | | | also be | | +| | | | displayed in | | +| | | | Torch under | | +| | | | Device | | +| | | | Information | | +| | | | under the | | +| | | | Customer Login | | +| | | | ID field. TORCH | | +| | | | Login ID - | | +| | | | Screenshot The | | +| | | | agent can ask | | +| | | | the customer or | | +| | | | search via any | | +| | | | HALO tools | | +| | | | What if the | | +| | | | user's Login ID | | +| | | | has changed?¶ | | +| | | | The user or | | +| | | | Admin will have | | +| | | | to go into the | | +| | | | Cell Booster | | +| | | | Portal and add | | +| | | | another admin | | +| | | | user with the | | +| | | | new Login ID | | +| | | | and delete the | | +| | | | existing | | +| | | | user/admin¶ | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support ¶ | | +| | | | Roles¶ ¶ | | +| | | | BMC/BME General | | +| | | | Care can assist | | +| | | | customers with | | +| | | | general Contoso | | +| | | | Cell Booster | | +| | | | inquiries and | | +| | | | billing | | +| | | | support¶ ¶ | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing an | | +| | | | issue with | | +| | | | their Contoso Cell | | +| | | | Booster to BMTS | | +| | | | using the | | +| | | | Directory Tool¶ | | +| | | | BMTS provides | | +| | | | troubleshooting | | +| | | | assistance for | | +| | | | all Contoso Cell | | +| | | | Booster issues | | +| | | | using the Contoso | | +| | | | Cell Booster | | +| | | | Technical Guide | | +| | | | script (TS&R - | | +| | | | Troubleshoot & | | +| | | | Resolve Tool - | | +| | | | ETA TBD)¶ For | | +| | | | more | | +| | | | information on | | +| | | | troubleshooting | | +| | | | connectivity | | +| | | | issues, refer | | +| | | | to Contoso Cell | | +| | | | Booster: | | +| | | | Broadband | | +| | | | Internet | | +| | | | Connectivity Tr | | +| | | | oubleshooting¶ | | +| | | | ¶ Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: re- | | +| | | | register their | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro at | | +| | | | a given | | +| | | | location. Also, | | +| | | | customers | | +| | | | cannot | | +| | | | mix/match Cell | | +| | | | Boosters and | | +| | | | Cell Boosters | | +| | | | Pros. ¶ ¶ Add | | +| | | | Another Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | Existing | | +| | | | Location (only | | +| | | | pertains to | | +| | | | customers with | | +| | | | multiple Cell | | +| | | | Boosters)¶ ¶ | | +| | | | From the Home | | +| | | | page, select | | +| | | | the location | | +| | | | where the | | +| | | | additional Cell | | +| | | | Booster will be | | +| | | | added. The | | +| | | | location is | | +| | | | listed at the | | +| | | | top of the | | +| | | | app/portal in | | +| | | | the top blue | | +| | | | circles. Once | | +| | | | the location is | | +| | | | selected, click | | +| | | | + sign to add | | +| | | | the additional | | +| | | | Cell Booster. | | +| | | | The customer | | +| | | | will be | | +| | | | prompted to | | +| | | | register the | | +| | | | device, the | | +| | | | customers | | +| | | | location will | | +| | | | be pre- | | +| | | | populated since | | +| | | | there is | | +| | | | already a | | +| | | | registered | | +| | | | device The | | +| | | | following | | +| | | | fields will | | +| | | | need to be | | +| | | | filled out:¶ | | +| | | | First NameLast | | +| | | | NameSerial | | +| | | | Number of Cell | | +| | | | Booster; the | | +| | | | customer can | | +| | | | scan the QR | | +| | | | code via mobile | | +| | | | however option | | +| | | | is not | | +| | | | available via | | +| | | | the we appContoso | | +| | | | mobile phone | | +| | | | numberPreferred | | +| | | | emailCell | | +| | | | Booster | | +| | | | Nickname¶ | | +| | | | Note: The first | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | configuration | | +| | | | type (Contoso or | | +| | | | FirstNet) | | +| | | | selected for a | | +| | | | location will | | +| | | | apply to all | | +| | | | subsequent Cell | | +| | | | Booster Pro’s | | +| | | | added to the | | +| | | | same location. | | +| | | | The drop-down | | +| | | | list for | | +| | | | configuration | | +| | | | type will not | | +| | | | be displayed | | +| | | | for the 2nd and | | +| | | | 3rd Cell | | +| | | | Booster Pro's | | +| | | | added to a | | +| | | | location. User | | +| | | | cannot mix and | | +| | | | match Cell | | +| | | | Booster and | | +| | | | Contoso configured | | +| | | | Cell Booster | | +| | | | Pro with a | | +| | | | FirstNet Cell | | +| | | | Booster Pro at | | +| | | | same location | | +| | | | address. | | +| | | | Adding a third | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Follow the same | | +| | | | steps listed | | +| | | | above, once a | | +| | | | third Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro is | | +| | | | added to a | | +| | | | location, the + | | +| | | | sign on the top | | +| | | | right corner | | +| | | | will be grayed | | +| | | | out and the | | +| | | | customer cannot | | +| | | | add additional | | +| | | | devices to the | | +| | | | given address. | | +| | | | Disconnect Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | From the Home | | +| | | | Page, scroll | | +| | | | down to see a | | +| | | | red Disconnect | | +| | | | button Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear: Are You | | +| | | | Sure - click | | +| | | | Yes to continue | | +| | | | the disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | will appear on | | +| | | | a new screen. | | +| | | | The customer | | +| | | | can also click | | +| | | | Cancel, if they | | +| | | | decide not to | | +| | | | disconnect the | | +| | | | device. Add | | +| | | | another user - | | +| | | | Admin function | | +| | | | The app/portal | | +| | | | admin feature | | +| | | | allows multiple | | +| | | | people to have | | +| | | | access to the | | +| | | | status and | | +| | | | management of a | | +| | | | designated Cell | | +| | | | Booster device. | | +| | | | The initial | | +| | | | customer | | +| | | | registering the | | +| | | | device can add | | +| | | | an additional | | +| | | | user as an | | +| | | | admin. Each | | +| | | | added admin can | | +| | | | add/delete | | +| | | | users as well. | | +| | | | Anyone added as | | +| | | | an admin will | | +| | | | have the same | | +| | | | permission | | +| | | | levels and view | | +| | | | access to the | | +| | | | designated Cell | | +| | | | Booster. | | +| | | | Additional | | +| | | | admins will | | +| | | | also receive | | +| | | | customer | | +| | | | notifications | | +| | | | and SMS (if | | +| | | | they opt-in). | | +| | | | To add an | | +| | | | admin:¶ ¶ | | +| | | | Select the Cell | | +| | | | Booster device | | +| | | | under the Home | | +| | | | Page by | | +| | | | clicking the | | +| | | | right arrow | | +| | | | Once selected, | | +| | | | select Admin | | +| | | | List under | | +| | | | Device Details | | +| | | | Click the blue | | +| | | | + sign to add | | +| | | | an admin Fill | | +| | | | out the | | +| | | | following | | +| | | | fields¶ Login | | +| | | | ID - this is | | +| | | | the myContoso | | +| | | | Username that | | +| | | | users will use | | +| | | | to sign into | | +| | | | the | | +| | | | app/portalFirst | | +| | | | and Last | | +| | | | NamePhone | | +| | | | NumberContact | | +| | | | Email¶ | | +| | | | Recommend to | | +| | | | the customer to | | +| | | | have SMS and | | +| | | | Email | | +| | | | Notification | | +| | | | turned On > | | +| | | | click Save. | | +| | | | FirstNet Only: | | +| | | | Update Open / | | +| | | | Closed Access¶ | | +| | | | ¶ Open Access: | | +| | | | Any User can | | +| | | | attach to the | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro Closed | | +| | | | Access: Only | | +| | | | designated | | +| | | | users can | | +| | | | attach to the | | +| | | | Cell Booster | | +| | | | Pro. This is | | +| | | | restricted | | +| | | | access. The | | +| | | | User List will | | +| | | | appear for each | | +| | | | Cell Booster | | +| | | | Pro configured | | +| | | | as FirstNet. | | +| | | | FN users can | | +| | | | toggle between | | +| | | | Open and Closed | | +| | | | access after | | +| | | | they register | | +| | | | their device. | | +| | | | FirstNet Cell | | +| | | | Booster Pro | | +| | | | will initially | | +| | | | be registered | | +| | | | as Open Access. | | +| | | | Once | | +| | | | registered, | | +| | | | customer can | | +| | | | select the Cell | | +| | | | Booster Pro | | +| | | | from the Home | | +| | | | Page by | | +| | | | selecting the | | +| | | | right arrow | | +| | | | next to the | | +| | | | device. | | +| | | | Customer can | | +| | | | access the User | | +| | | | List option to | | +| | | | update their | | +| | | | Cell Booster | | +| | | | device to | | +| | | | Closed Access | | +| | | | and update the | | +| | | | User List. ¶ | | +| | | | ¶ FirstNet | | +| | | | Only: Add Users | | +| | | | to Contoso Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | On the User | | +| | | | List screen, | | +| | | | select to + | | +| | | | sign to add | | +| | | | additional | | +| | | | users to | | +| | | | whitelist | | +| | | | Customers will | | +| | | | fill out the | | +| | | | following | | +| | | | fields for each | | +| | | | user and the | | +| | | | select Save at | | +| | | | bottom of the | | +| | | | screen:¶ ¶ | | +| | | | First Name | | +| | | | Last Name | | +| | | | Phone User | | +| | | | will get a | | +| | | | Success message | | +| | | | when user is | | +| | | | successfully | | +| | | | added. Note: | | +| | | | Only Contoso | | +| | | | wireless | | +| | | | subscribers can | | +| | | | be added to | | +| | | | User List, | | +| | | | otherwise | | +| | | | customer will | | +| | | | get error if | | +| | | | they attempt to | | +| | | | input number | | +| | | | for customer | | +| | | | who has a | | +| | | | different | | +| | | | wireless | | +| | | | carrier. | | +| | | | Customer can | | +| | | | add additional | | +| | | | users by | | +| | | | clicking the + | | +| | | | sign on the | | +| | | | User List | | +| | | | screen. There | | +| | | | is no maximum | | +| | | | limit on users | | +| | | | that can be | | +| | | | added. ¶ ¶ | | +| | | | Disconnect | | +| | | | Contoso Cell | | +| | | | Booster ¶ If | | +| | | | the customer | | +| | | | wants to | | +| | | | disconnect | | +| | | | their device:¶ | | +| | | | ¶ From the | | +| | | | Home page, | | +| | | | scroll down to | | +| | | | see a red | | +| | | | Disconnect | | +| | | | button. Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear : Are | | +| | | | You Sure - | | +| | | | click Yes to | | +| | | | continue the | | +| | | | disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 49 | What | Compatible | Content: Back | 10 | +| | equipment is | equipment | to Top | | +| | compatible | with the | Requirements | | +| | with the | Contoso Cell | Equipment - | | +| | Contoso Cell | Booster | Compatible | | +| | Booster? | includes 5G | equipment | | +| | | Sub-6GHz, | includes the | | +| | | 5G+ | following: | | +| | | (mmWave), 4G | 5G Sub-6GHz, | | +| | | LTE, or LTE- | 5G+ (mmWave), | | +| | | capable | 4G LTE, or LTE- | | +| | | phones, | capable phones | | +| | | connected | Connected | | +| | | wearables, | Wearables, | | +| | | tablets and | Tablets and | | +| | | laptops, and | Laptops | | +| | | wireless | Wireless Home | | +| | | home phone. | Phone: | | +| | | (Source: | Premier, | | +| | | context) | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: 4072Q  | | +| | | | Contoso Cell | | +| | | | Booster Wall | | +| | | | Charger  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | 4843P  Netgear | | +| | | | Ethernet | | +| | | | Powerline  | | +| | | | $84.99 | | +| | | | Optional | | +| | | | **Professional | | +| | | | Installation is | | +| | | | not available | | +| | | | for Cell | | +| | | | Booster or for | | +| | | | IRU liability | | +| | | | types. Cell | | +| | | | Booster is Self | | +| | | | Install Only** | | +| | | |     | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | ++----+----------------+----------------+------------------+--------------+ +| 50 | Are the Contoso | Yes, the | Content: The | 10 | +| | Cell Booster | Contoso Cell | Contoso Cell | | +| | compatible | Booster and | Booster and | | +| | with devices | Cell Booster | Cell Booster | | +| | like the | Pro are | Pro serve as a | | +| | Apple iPad? | compatible | small 4G LTE | | +| | | with devices | cell tower in | | +| | | like the | the home or | | +| | | Apple iPad | office that | | +| | | as long as | uses the | | +| | | they are 5G | customer's | | +| | | Sub-6GHz, | broadband | | +| | | 5G+ | Internet | | +| | | (mmWave), 4G | connection to | | +| | | LTE, or LTE- | carry the call | | +| | | capable | or data traffic | | +| | | phones, | to the Contoso | | +| | | connected | network when | | +| | | wearables, | customers | | +| | | tablets, and | experience | | +| | | laptops | difficulty with | | +| | | (Source: Spe | in-home | | +| | | cifications) | coverage. | | +| | | . | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: 4072Q  | | +| | | | Contoso Cell | | +| | | | Booster Wall | | +| | | | Charger  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | 4843P  Netgear | | +| | | | Ethernet | | +| | | | Powerline  | | +| | | | $84.99 | | +| | | | Optional | | +| | | | **Professional | | +| | | | Installation is | | +| | | | not available | | +| | | | for Cell | | +| | | | Booster or for | | +| | | | IRU liability | | +| | | | types. Cell | | +| | | | Booster is Self | | +| | | | Install Only** | | +| | | |     | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: View | | +| | | | the full | | +| | | | Accessories | | +| | | | List on | | +| | | | att.com. ¶ | | +| | | | Life happens. | | +| | | | Insure your | | +| | | | Apple device.¶ | | +| | | | ¶ Don't forget | | +| | | | to sign up for | | +| | | | Contoso Protect | | +| | | | Advantage. ¶ ¶ | | +| | | | AppleCare + is | | +| | | | available for | | +| | | | the Apple | | +| | | | iPhone 13¶ ¶ | | +| | | | ¶ ¶ | | +| | | | Disclaimers¶ ¶ | | +| | | | 1All battery | | +| | | | claims depend | | +| | | | on network | | +| | | | configuration | | +| | | | and many other | | +| | | | factors; actual | | +| | | | results will | | +| | | | vary. Battery | | +| | | | has limited | | +| | | | recharge cycles | | +| | | | and may | | +| | | | eventually need | | +| | | | to be replaced | | +| | | | by Apple | | +| | | | service | | +| | | | provider. | | +| | | | Battery life | | +| | | | and charge | | +| | | | cycles vary by | | +| | | | use and | | +| | | | settings. See a | | +| | | | pple.com/batter | | +| | | | ies and apple.c | | +| | | | om/iphone/batte | | +| | | | ry.html for | | +| | | | more | | +| | | | information.¶ | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 51 | Can a | Yes, | Content: re- | 10 | +| | customer | customers | register their | | +| | register and | can register | Contoso Cell | | +| | activate | and activate | Booster/Cell | | +| | more than | up to three | Booster Pro at | | +| | one Contoso | Contoso Cell | a given | | +| | Cell Booster | Booster | location. Also, | | +| | device? | devices at a | customers | | +| | | single | cannot | | +| | | location. | mix/match Cell | | +| | | However, | Boosters and | | +| | | they cannot | Cell Boosters | | +| | | mix and | Pros. ¶ ¶ Add | | +| | | match Cell | Another Cell | | +| | | Boosters and | Booster/Cell | | +| | | Cell Booster | Booster Pro to | | +| | | Pros at the | Existing | | +| | | same | Location (only | | +| | | location | pertains to | | +| | | address. | customers with | | +| | | (Source: | multiple Cell | | +| | | context) | Boosters)¶ ¶ | | +| | | | From the Home | | +| | | | page, select | | +| | | | the location | | +| | | | where the | | +| | | | additional Cell | | +| | | | Booster will be | | +| | | | added. The | | +| | | | location is | | +| | | | listed at the | | +| | | | top of the | | +| | | | app/portal in | | +| | | | the top blue | | +| | | | circles. Once | | +| | | | the location is | | +| | | | selected, click | | +| | | | + sign to add | | +| | | | the additional | | +| | | | Cell Booster. | | +| | | | The customer | | +| | | | will be | | +| | | | prompted to | | +| | | | register the | | +| | | | device, the | | +| | | | customers | | +| | | | location will | | +| | | | be pre- | | +| | | | populated since | | +| | | | there is | | +| | | | already a | | +| | | | registered | | +| | | | device The | | +| | | | following | | +| | | | fields will | | +| | | | need to be | | +| | | | filled out:¶ | | +| | | | First NameLast | | +| | | | NameSerial | | +| | | | Number of Cell | | +| | | | Booster; the | | +| | | | customer can | | +| | | | scan the QR | | +| | | | code via mobile | | +| | | | however option | | +| | | | is not | | +| | | | available via | | +| | | | the we appContoso | | +| | | | mobile phone | | +| | | | numberPreferred | | +| | | | emailCell | | +| | | | Booster | | +| | | | Nickname¶ | | +| | | | Note: The first | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | configuration | | +| | | | type (Contoso or | | +| | | | FirstNet) | | +| | | | selected for a | | +| | | | location will | | +| | | | apply to all | | +| | | | subsequent Cell | | +| | | | Booster Pro’s | | +| | | | added to the | | +| | | | same location. | | +| | | | The drop-down | | +| | | | list for | | +| | | | configuration | | +| | | | type will not | | +| | | | be displayed | | +| | | | for the 2nd and | | +| | | | 3rd Cell | | +| | | | Booster Pro's | | +| | | | added to a | | +| | | | location. User | | +| | | | cannot mix and | | +| | | | match Cell | | +| | | | Booster and | | +| | | | Contoso configured | | +| | | | Cell Booster | | +| | | | Pro with a | | +| | | | FirstNet Cell | | +| | | | Booster Pro at | | +| | | | same location | | +| | | | address. | | +| | | | Adding a third | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Follow the same | | +| | | | steps listed | | +| | | | above, once a | | +| | | | third Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro is | | +| | | | added to a | | +| | | | location, the + | | +| | | | sign on the top | | +| | | | right corner | | +| | | | will be grayed | | +| | | | out and the | | +| | | | customer cannot | | +| | | | add additional | | +| | | | devices to the | | +| | | | given address. | | +| | | | Disconnect Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | From the Home | | +| | | | Page, scroll | | +| | | | down to see a | | +| | | | red Disconnect | | +| | | | button Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear: Are You | | +| | | | Sure - click | | +| | | | Yes to continue | | +| | | | the disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | will appear on | | +| | | | a new screen. | | +| | | | The customer | | +| | | | can also click | | +| | | | Cancel, if they | | +| | | | decide not to | | +| | | | disconnect the | | +| | | | device. Add | | +| | | | another user - | | +| | | | Admin function | | +| | | | The app/portal | | +| | | | admin feature | | +| | | | allows multiple | | +| | | | people to have | | +| | | | access to the | | +| | | | status and | | +| | | | management of a | | +| | | | designated Cell | | +| | | | Booster device. | | +| | | | The initial | | +| | | | customer | | +| | | | registering the | | +| | | | device can add | | +| | | | an additional | | +| | | | user as an | | +| | | | admin. Each | | +| | | | added admin can | | +| | | | add/delete | | +| | | | users as well. | | +| | | | Anyone added as | | +| | | | an admin will | | +| | | | have the same | | +| | | | permission | | +| | | | levels and view | | +| | | | access to the | | +| | | | designated Cell | | +| | | | Booster. | | +| | | | Additional | | +| | | | admins will | | +| | | | also receive | | +| | | | customer | | +| | | | notifications | | +| | | | and SMS (if | | +| | | | they opt-in). | | +| | | | To add an | | +| | | | admin:¶ ¶ | | +| | | | Select the Cell | | +| | | | Booster device | | +| | | | under the Home | | +| | | | Page by | | +| | | | clicking the | | +| | | | right arrow | | +| | | | Once selected, | | +| | | | select Admin | | +| | | | List under | | +| | | | Device Details | | +| | | | Click the blue | | +| | | | + sign to add | | +| | | | an admin Fill | | +| | | | out the | | +| | | | following | | +| | | | fields¶ Login | | +| | | | ID - this is | | +| | | | the myContoso | | +| | | | Username that | | +| | | | users will use | | +| | | | to sign into | | +| | | | the | | +| | | | app/portalFirst | | +| | | | and Last | | +| | | | NamePhone | | +| | | | NumberContact | | +| | | | Email¶ | | +| | | | Recommend to | | +| | | | the customer to | | +| | | | have SMS and | | +| | | | Email | | +| | | | Notification | | +| | | | turned On > | | +| | | | click Save. | | +| | | | FirstNet Only: | | +| | | | Update Open / | | +| | | | Closed Access¶ | | +| | | | ¶ Open Access: | | +| | | | Any User can | | +| | | | attach to the | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro Closed | | +| | | | Access: Only | | +| | | | designated | | +| | | | users can | | +| | | | attach to the | | +| | | | Cell Booster | | +| | | | Pro. This is | | +| | | | restricted | | +| | | | access. The | | +| | | | User List will | | +| | | | appear for each | | +| | | | Cell Booster | | +| | | | Pro configured | | +| | | | as FirstNet. | | +| | | | FN users can | | +| | | | toggle between | | +| | | | Open and Closed | | +| | | | access after | | +| | | | they register | | +| | | | their device. | | +| | | | FirstNet Cell | | +| | | | Booster Pro | | +| | | | will initially | | +| | | | be registered | | +| | | | as Open Access. | | +| | | | Once | | +| | | | registered, | | +| | | | customer can | | +| | | | select the Cell | | +| | | | Booster Pro | | +| | | | from the Home | | +| | | | Page by | | +| | | | selecting the | | +| | | | right arrow | | +| | | | next to the | | +| | | | device. | | +| | | | Customer can | | +| | | | access the User | | +| | | | List option to | | +| | | | update their | | +| | | | Cell Booster | | +| | | | device to | | +| | | | Closed Access | | +| | | | and update the | | +| | | | User List. ¶ | | +| | | | ¶ FirstNet | | +| | | | Only: Add Users | | +| | | | to Contoso Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | On the User | | +| | | | List screen, | | +| | | | select to + | | +| | | | sign to add | | +| | | | additional | | +| | | | users to | | +| | | | whitelist | | +| | | | Customers will | | +| | | | fill out the | | +| | | | following | | +| | | | fields for each | | +| | | | user and the | | +| | | | select Save at | | +| | | | bottom of the | | +| | | | screen:¶ ¶ | | +| | | | First Name | | +| | | | Last Name | | +| | | | Phone User | | +| | | | will get a | | +| | | | Success message | | +| | | | when user is | | +| | | | successfully | | +| | | | added. Note: | | +| | | | Only Contoso | | +| | | | wireless | | +| | | | subscribers can | | +| | | | be added to | | +| | | | User List, | | +| | | | otherwise | | +| | | | customer will | | +| | | | get error if | | +| | | | they attempt to | | +| | | | input number | | +| | | | for customer | | +| | | | who has a | | +| | | | different | | +| | | | wireless | | +| | | | carrier. | | +| | | | Customer can | | +| | | | add additional | | +| | | | users by | | +| | | | clicking the + | | +| | | | sign on the | | +| | | | User List | | +| | | | screen. There | | +| | | | is no maximum | | +| | | | limit on users | | +| | | | that can be | | +| | | | added. ¶ ¶ | | +| | | | Disconnect | | +| | | | Contoso Cell | | +| | | | Booster ¶ If | | +| | | | the customer | | +| | | | wants to | | +| | | | disconnect | | +| | | | their device:¶ | | +| | | | ¶ From the | | +| | | | Home page, | | +| | | | scroll down to | | +| | | | see a red | | +| | | | Disconnect | | +| | | | button. Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear : Are | | +| | | | You Sure - | | +| | | | click Yes to | | +| | | | continue the | | +| | | | disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: | | +| | | | Booster | | +| | | | Location screen | | +| | | | will appear | | +| | | | asking for the | | +| | | | following | | +| | | | information | | +| | | | below. Once | | +| | | | complete, click | | +| | | | Next¶ Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | optional¶ On | | +| | | | the Confirm | | +| | | | Cell Booster | | +| | | | Info screen, | | +| | | | the customer is | | +| | | | to review the | | +| | | | fields they | | +| | | | just filled | | +| | | | out. If | | +| | | | anything needs | | +| | | | to be edited, | | +| | | | advise the | | +| | | | customer to | | +| | | | click the back | | +| | | | arrow on the | | +| | | | top left to | | +| | | | edit fields. If | | +| | | | all fields are | | +| | | | accurate, click | | +| | | | the Confirm | | +| | | | button. The | | +| | | | Registration | | +| | | | Successful | | +| | | | screen will | | +| | | | appear, advise | | +| | | | the customer to | | +| | | | click the Next | | +| | | | button at the | | +| | | | bottom of the | | +| | | | screen. Once | | +| | | | the device is | | +| | | | successfully | | +| | | | registered, the | | +| | | | customer will | | +| | | | be guided | | +| | | | through setup | | +| | | | and | | +| | | | installation | | +| | | | steps/screens | | +| | | | in the Contoso | | +| | | | Cell Booster | | +| | | | app or web | | +| | | | portal. The | | +| | | | first screen to | | +| | | | appear will be | | +| | | | Find the best | | +| | | | place for your | | +| | | | Cell Booster. | | +| | | | Advise the | | +| | | | customer that | | +| | | | once the device | | +| | | | is activated, | | +| | | | set it upright | | +| | | | or mount it to | | +| | | | a wall. Click | | +| | | | Next Locate | | +| | | | the yellow- | | +| | | | colored | | +| | | | Ethernet cable | | +| | | | in the box. | | +| | | | Once unwrapped, | | +| | | | connect one end | | +| | | | to the yellow | | +| | | | colored | | +| | | | Ethernet port. | | +| | | | Next, connect | | +| | | | the other end | | +| | | | of the Ethernet | | +| | | | cable to the | | +| | | | customer's | | +| | | | internet | | +| | | | gateway/router. | | +| | | | Push firmly on | | +| | | | each end of the | | +| | | | cable until it | | +| | | | clicks; click | | +| | | | Next. ¶ Heads | | +| | | | Up: If the | | +| | | | customer is not | | +| | | | sure which port | | +| | | | to use on their | | +| | | | internet | | +| | | | gateway/router, | | +| | | | any open | | +| | | | similar looking | | +| | | | port should | | +| | | | work and is | | +| | | | usually labeled | | +| | | | LAN¶ Attach | | +| | | | the GPS antenna | | +| | | | to the window | | +| | | | if one is | | +| | | | nearby. Make | | +| | | | sure the window | | +| | | | is clean so | | +| | | | that the | | +| | | | antenna adheres | | +| | | | securely, once | | +| | | | complete click | | +| | | | Next Plug the | | +| | | | power cable | | +| | | | into the Cell | | +| | | | Booster and | | +| | | | into a nearby | | +| | | | outlet. This is | | +| | | | the last step | | +| | | | to install and | | +| | | | once complete, | | +| | | | click Finish to | | +| | | | go to the Home | | +| | | | Page which will | | +| | | | display the | | +| | | | Cell Booster | | +| | | | under their | | +| | | | account. On | | +| | | | the Main page, | | +| | | | the customer | | +| | | | may see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about | | +| | | | 1min for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will displayed | | +| | | | Registered. ¶ | | +| | | | Note: The | | +| | | | customer will | | +| | | | get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with a summary | | +| | | | of their Cell | | +| | | | Booster | | +| | | | information | | +| | | | entered via the | | +| | | | mobile app or | | +| | | | portal.¶ Heads | | +| | | | Up: Cell | | +| | | | Booster Pro has | | +| | | | an optional | | +| | | | Power of | | +| | | | Ethernet | | +| | | | (POE)++ | | +| | | | splitter to | | +| | | | provide power | | +| | | | as an | | +| | | | alternative to | | +| | | | the power | | +| | | | supply. Note: | | +| | | | On the Main | | +| | | | Page, the | | +| | | | customers may | | +| | | | see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about 1 | | +| | | | minute for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will display | | +| | | | Registered. | | +| | | | Additional | | +| | | | Note: Customer | | +| | | | will get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with summary of | | +| | | | their Cell | | +| | | | Booster | | +| | | | information | | +| | | | input into | | +| | | | mobile app or | | +| | | | the portal. | | +| | | | After | | +| | | | registration | | +| | | | and set-up is | | +| | | | complete, Contoso | | +| | | | Cell Booster | | +| | | | will go through | | +| | | | an activation | | +| | | | sequence in the | | +| | | | Network. Device | | +| | | | activation can | | +| | | | take up to an | | +| | | | hour to | | +| | | | complete. The | | +| | | | customer will | | +| | | | receive an | | +| | | | email and SMS | | +| | | | notification | | +| | | | once the device | | +| | | | has complete | | +| | | | activation and | | +| | | | is enabled for | | +| | | | use. The device | | +| | | | LED's will turn | | +| | | | solid white in | | +| | | | the following | | +| | | | sequence as | | +| | | | steps are | | +| | | | completed: | | +| | | | Power > | | +| | | | Internet > GPS | | +| | | | > LTE > Status | | +| | | | Note: The | | +| | | | customer can | | +| | | | also check the | | +| | | | device status | | +| | | | in the portal | | +| | | | by selecting | | +| | | | the arrow next | | +| | | | to the device | | +| | | | on the Home | | +| | | | page to get | | +| | | | additional | | +| | | | status for that | | +| | | | device | | +| | | | including any | | +| | | | errors | | +| | | | encountered | | +| | | | during | | +| | | | activation. An | | +| | | | email or SMS | | +| | | | notification | | +| | | | will also be | | +| | | | sent to the | | +| | | | customer | | +| | | | showing the | | +| | | | progress as | | +| | | | well as if any | | +| | | | specific error | | +| | | | occur during | | +| | | | activation. ¶ | | +| | | | ¶ Activation | | +| | | | Failure¶ On | | +| | | | the Home page, | | +| | | | if the | | +| | | | activation | | +| | | | failed, a red | | +| | | | circle with an | | +| | | | exclamation | | +| | | | point will | | +| | | | appear on the | | +| | | | Cell Booster | | +| | | | image along | | +| | | | with the error | | +| | | | and | | +| | | | instructions. | | +| | | | The customer | | +| | | | should follow | | +| | | | the | | +| | | | instructions | | +| | | | provided to | | +| | | | resolve the | | +| | | | issue. Initial | | +| | | | troubleshooting | | +| | | | are always to | | +| | | | unplug the | | +| | | | power cord and | | +| | | | plug back in | | +| | | | (power cycle) | | +| | | | or to | | +| | | | disconnect the | | +| | | | device and | | +| | | | attempt | | +| | | | registration | | +| | | | again. ¶ ¶ | | +| | | | Back to Top | | +| | | | Location | | +| | | | Updates and | | +| | | | Disconnect | | +| | | | Adding or | | +| | | | Moving a Cell | | +| | | | Booster | | +| | | | Location¶ ¶ | | +| | | | The customer | | +| | | | can add another | | +| | | | location or | | +| | | | move their | | +| | | | device to | | +| | | | another | | +| | | | location | | +| | | | address from | | +| | | | the Home Page > | | +| | | | Add a location. | | +| | | | To add a | | +| | | | location, click | | +| | | | on the + sign | | +| | | | under My | | +| | | | Location on the | | +| | | | top left corner | | +| | | | of the | | +| | | | app/portal.¶ | | +| | | | The customer | | +| | | | will then need | | +| | | | to fill out the | | +| | | | following | | +| | | | fields then | | +| | | | click Next once | | +| | | | all fields are | | +| | | | filled out:¶ | | +| | | | Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | customer | | +| | | | chooses¶ ¶ To | | +| | | | move a device | | +| | | | to another | | +| | | | location, the | | +| | | | customer needs | | +| | | | to disconnect | | +| | | | the device at | | +| | | | their current | | +| | | | location. | | +| | | | Follow the | | +| | | | instructions | | +| | | | for Disconnect | | +| | | | Contoso Cell | | +| | | | Booster.¶ Once | | +| | | | disconnected, | | +| | | | the customer | | +| | | | can select the | | +| | | | location where | | +| | | | they want to | | +| | | | move their Cell | | +| | | | Booster and | | +| | | | click on the + | | +| | | | sign to add the | | +| | | | new location. | | +| | | | Follow the | | +| | | | instructions to | | +| | | | add a location. | | +| | | | ¶ Note: There | | +| | | | is a future | | +| | | | enhancement to | | +| | | | make a move | | +| | | | flow more | | +| | | | seamless. Until | | +| | | | then, the | | +| | | | customer will | | +| | | | need to | | +| | | | disconnect and | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 52 | Can a | Yes, | Content: | 10 | +| | customer use | customers | customer | | +| | the same | can use the | changes their | | +| | voice, SMS, | same voice, | plan. Audio | | +| | MMS, and | SMS, MMS, | and video | | +| | data | and data | streaming, | | +| | services | services | picture and | | +| | while on the | while on the | video | | +| | Cell Booster | Cell Booster | messaging, apps | | +| | that they | that they | and services, | | +| | can use | can use | as well as | | +| | while on the | while on the | other data | | +| | Contoso | Contoso | usage are | | +| | network? | network. | impacted and | | +| | | (Source: | may not be | | +| | | context) | fully | | +| | | | functional or | | +| | | | work at all. | | +| | | | Customers have | | +| | | | basic data use | | +| | | | for viewing a | | +| | | | Web page or | | +| | | | checking | | +| | | | e-mail. | | +| | | | Reduced speeds | | +| | | | and increased | | +| | | | latency cause | | +| | | | Web sites to | | +| | | | load more | | +| | | | slowly or | | +| | | | affect the | | +| | | | performance of | | +| | | | data-heavy | | +| | | | activities such | | +| | | | as interactive | | +| | | | gaming.¶ | | +| | | | Customers lose | | +| | | | their current | | +| | | | pool of | | +| | | | Rollover when | | +| | | | changing | | +| | | | plans.Bonus | | +| | | | Data moves to | | +| | | | the new plan as | | +| | | | long as the | | +| | | | customer still | | +| | | | meets the | | +| | | | qualification | | +| | | | for that | | +| | | | particular | | +| | | | bonus offer ¶ | | +| | | | Customers may | | +| | | | increase to | | +| | | | current MS | | +| | | | offer with | | +| | | | higher data | | +| | | | allowances to | | +| | | | resume data | | +| | | | speeds:¶ A | | +| | | | power cycle | | +| | | | should always | | +| | | | be performed by | | +| | | | all member of | | +| | | | the group to | | +| | | | ensure high- | | +| | | | speed data has | | +| | | | resumed ¶ | | +| | | | Managing Data | | +| | | | Usage | | +| | | | Customers can | | +| | | | check data | | +| | | | usage anytime | | +| | | | by dialing | | +| | | | *DATA# from | | +| | | | their | | +| | | | smartphone. To | | +| | | | get the most | | +| | | | out of the data | | +| | | | in their plan, | | +| | | | recommend | | +| | | | enabling Wi-Fi | | +| | | | on the device | | +| | | | and connecting | | +| | | | to the network | | +| | | | whenever | | +| | | | available:¶ | | +| | | | While connected | | +| | | | to Wi-Fi, data | | +| | | | activity over | | +| | | | Wi-Fi does not | | +| | | | count towards | | +| | | | the plan data | | +| | | | allowance ¶ | | +| | | | Use myContoso, | | +| | | | att.com, or | | +| | | | att.com/biz, | | +| | | | throughout the | | +| | | | bill cycle to | | +| | | | monitor data | | +| | | | usage of each | | +| | | | user. Utilize | | +| | | | myContoso and | | +| | | | att.com:¶ | | +| | | | Customers can | | +| | | | check data | | +| | | | usage and | | +| | | | disable/enable | | +| | | | data per | | +| | | | line.Change | | +| | | | pricing plan, | | +| | | | if needed, to | | +| | | | include more | | +| | | | data and resume | | +| | | | data speeds:¶ | | +| | | | A plan change | | +| | | | to increase | | +| | | | data for the | | +| | | | SDG may be made | | +| | | | using the | | +| | | | current date to | | +| | | | resume data | | +| | | | speeds | | +| | | | immediately. ¶ | | +| | | | ¶ ¶ ¶ | | +| | | | Troubleshooting | | +| | | | How can I tell | | +| | | | if my data | | +| | | | speeds have | | +| | | | been reduced | | +| | | | due to | | +| | | | exceeding my | | +| | | | monthly data?¶ | | +| | | | ¶ Reduced | | +| | | | Network Speeds | | +| | | | CONSRVMSA SOC | | +| | | | is added if a | | +| | | | customer data | | +| | | | is slowed. | | +| | | | Customers can | | +| | | | check there | | +| | | | data usage by | | +| | | | logging into | | +| | | | their myContoso | | +| | | | account. If a | | +| | | | customer goes | | +| | | | over the data | | +| | | | amount in a | | +| | | | billing period, | | +| | | | data speeds for | | +| | | | all lines on | | +| | | | the account are | | +| | | | reduced to a | | +| | | | maximum of | | +| | | | 128kbps, and | | +| | | | Contoso Video Call | | +| | | | and Contoso | | +| | | | Advanced | | +| | | | Messaging for | | +| | | | Android devices | | +| | | | are disabled on | | +| | | | both the | | +| | | | wireless | | +| | | | network and Wi- | | +| | | | Fi for the | | +| | | | remainder of | | +| | | | the billing | | +| | | | period. Data | | +| | | | speeds | | +| | | | systematically | | +| | | | return to | | +| | | | normal at the | | +| | | | start of the | | +| | | | next billing | | +| | | | period. ¶ ¶ | | +| | | | Disclaimers: | | +| | | | 1MSA plans rate | | +| | | | and data | | +| | | | increase | | +| | | | effective July | | +| | | | 1, 2018.2MSA | | +| | | | Plus 65GB rate | | +| | | | plan for select | | +| | | | MSA 50GB | | +| | | | customers | | +| | | | effective | | +| | | | January 22, | | +| | | | 2019. Source: | | +| | | | Content: Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Customers that | | +| | | | activate a Cell | | +| | | | Booster Pro | | +| | | | will have | | +| | | | access to view | | +| | | | performance | | +| | | | reports. This | | +| | | | feature allows | | +| | | | customers to | | +| | | | see a 13-month | | +| | | | report that | | +| | | | displays | | +| | | | wireless usage | | +| | | | for that Cell | | +| | | | Booster Pro | | +| | | | Performance | | +| | | | Reports will | | +| | | | only be | | +| | | | displayed for | | +| | | | Cell Booster | | +| | | | Pro and not | | +| | | | available for | | +| | | | Cell Booster. | | +| | | | To access the | | +| | | | performance | | +| | | | reports, from | | +| | | | the Home page, | | +| | | | click Settings | | +| | | | > Performance | | +| | | | Reports. ¶ | | +| | | | Back to Top ¶ | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) The | | +| | | | Contoso Cell | | +| | | | Booster | | +| | | | app/portal is | | +| | | | the primary | | +| | | | portal for | | +| | | | customers to | | +| | | | use to activate | | +| | | | and manage | | +| | | | their Cell | | +| | | | Booster device. | | +| | | | For troubleshoo | | +| | | | ting, agents | | +| | | | can impersonate | | +| | | | or mimic the | | +| | | | customer in the | | +| | | | app/portal and | | +| | | | have access to | | +| | | | the same view | | +| | | | and functions | | +| | | | as the | | +| | | | customer.¶ To | | +| | | | access the | | +| | | | customer | | +| | | | app/portal, the | | +| | | | agent will | | +| | | | query the | | +| | | | customer using | | +| | | | the customer's | | +| | | | existing Login | | +| | | | ID used to | | +| | | | access the Cell | | +| | | | Booster | | +| | | | app/portal. | | +| | | | Follow the | | +| | | | steps below to | | +| | | | impersonate | | +| | | | using the | | +| | | | Impersonation | | +| | | | Tool:¶ ¶ | | +| | | | Access the | | +| | | | tool: https://c | | +| | | | ellbooster.aws. | | +| | | | cloud.att.com/s | | +| | | | upportContent/i | | +| | | | ndex.html | | +| | | | Login using | | +| | | | Contoso Global | | +| | | | Login Select | | +| | | | the Customer | | +| | | | Type from the | | +| | | | drop-down: | | +| | | | Customer, | | +| | | | Business or | | +| | | | FirstNet | | +| | | | Customer Type - | | +| | | | Screenshot. | | +| | | | Input the Login | | +| | | | ID and click | | +| | | | Impersonate to | | +| | | | see all Cell | | +| | | | Boosters | | +| | | | associated with | | +| | | | the customer | | +| | | | profile Login | | +| | | | ID - | | +| | | | Screenshot.¶ | | +| | | | If the user has | | +| | | | a registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear | | +| | | | Registered User | | +| | | | - Screenshot.If | | +| | | | the user does | | +| | | | not have a | | +| | | | registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear Non- | | +| | | | Registered User | | +| | | | - Screenshot.¶ | | +| | | | Note: The | | +| | | | customer must | | +| | | | accept the | | +| | | | Terms and | | +| | | | Conditions when | | +| | | | registering | | +| | | | their first | | +| | | | device. The | | +| | | | agent cannot | | +| | | | perform this on | | +| | | | behalf of the | | +| | | | user. The Terms | | +| | | | and Conditions | | +| | | | need to be | | +| | | | accepted before | | +| | | | an agent can | | +| | | | perform any | | +| | | | impersonation. | | +| | | | ¶ ¶ Login | | +| | | | ID:¶ ¶ Agents | | +| | | | should see the | | +| | | | Login ID | | +| | | | associated to | | +| | | | the user in | | +| | | | TSRM. The Login | | +| | | | ID will be | | +| | | | returned to | | +| | | | TSRM UI (via | | +| | | | ISSAC WF) when | | +| | | | the agent | | +| | | | queries the | | +| | | | Cell Booster | | +| | | | Portal data by | | +| | | | mobile number | | +| | | | or serial | | +| | | | number. The | | +| | | | Login ID will | | +| | | | also be | | +| | | | displayed in | | +| | | | Torch under | | +| | | | Device | | +| | | | Information | | +| | | | under the | | +| | | | Customer Login | | +| | | | ID field. TORCH | | +| | | | Login ID - | | +| | | | Screenshot The | | +| | | | agent can ask | | +| | | | the customer or | | +| | | | search via any | | +| | | | HALO tools | | +| | | | What if the | | +| | | | user's Login ID | | +| | | | has changed?¶ | | +| | | | The user or | | +| | | | Admin will have | | +| | | | to go into the | | +| | | | Cell Booster | | +| | | | Portal and add | | +| | | | another admin | | +| | | | user with the | | +| | | | new Login ID | | +| | | | and delete the | | +| | | | existing | | +| | | | user/admin¶ | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support ¶ | | +| | | | Roles¶ ¶ | | +| | | | BMC/BME General | | +| | | | Care can assist | | +| | | | customers with | | +| | | | general Contoso | | +| | | | Cell Booster | | +| | | | inquiries and | | +| | | | billing | | +| | | | support¶ ¶ | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing an | | +| | | | issue with | | +| | | | their Contoso Cell | | +| | | | Booster to BMTS | | +| | | | using the | | +| | | | Directory Tool¶ | | +| | | | BMTS provides | | +| | | | troubleshooting | | +| | | | assistance for | | +| | | | all Contoso Cell | | +| | | | Booster issues | | +| | | | using the Contoso | | +| | | | Cell Booster | | +| | | | Technical Guide | | +| | | | script (TS&R - | | +| | | | Troubleshoot & | | +| | | | Resolve Tool - | | +| | | | ETA TBD)¶ For | | +| | | | more | | +| | | | information on | | +| | | | troubleshooting | | +| | | | connectivity | | +| | | | issues, refer | | +| | | | to Contoso Cell | | +| | | | Booster: | | +| | | | Broadband | | +| | | | Internet | | +| | | | Connectivity Tr | | +| | | | oubleshooting¶ | | +| | | | ¶ Source: | | +| | | | Content: T | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | customer or | | +| | | | other qualified | | +| | | | customer with | | +| | | | Roam Latin | | +| | | | AmericaSM for | | +| | | | Business, usage | | +| | | | in the included | | +| | | | Latin American | | +| | | | countries will | | +| | | | not diminish | | +| | | | the Passport | | +| | | | data allowance | | +| | | | or bill | | +| | | | Passport | | +| | | | calling | | +| | | | charges. See at | | +| | | | t.com/latamcoun | | +| | | | tries for a | | +| | | | list of | | +| | | | included | | +| | | | countries. | | +| | | | AeroMobile® | | +| | | | cellular | | +| | | | network on | | +| | | | select | | +| | | | airlines: For a | | +| | | | list of | | +| | | | participating | | +| | | | airlines and | | +| | | | aircraft, go to | | +| | | | https://www.aer | | +| | | | omobile.net/air | | +| | | | lines/. | | +| | | |  Airlines and | | +| | | | aircraft are | | +| | | | subject to | | +| | | | change without | | +| | | | notice. | | +| | | | Passengers of | | +| | | | qualifying | | +| | | | airlines are | | +| | | | not guaranteed | | +| | | | to be on a | | +| | | | flight with | | +| | | | mobile coverage | | +| | | | on their | | +| | | | flights. Device | | +| | | | must be on, | | +| | | | with Airplane | | +| | | | Mode and Wi-Fi | | +| | | | turned off and | | +| | | | data roaming | | +| | | | and cellular | | +| | | | data turned on, | | +| | | | to use the | | +| | | | AeroMobile | | +| | | | network. | | +| | | | AeroMobile | | +| | | | service is | | +| | | | available only | | +| | | | at greater than | | +| | | | 200 nautical | | +| | | | miles outside | | +| | | | of the U.S. | | +| | | | border and | | +| | | | above 20,000 | | +| | | | feet cruising | | +| | | | altitude. In | | +| | | | the event of | | +| | | | satellite | | +| | | | interruption or | | +| | | | regulatory | | +| | | | constraint, | | +| | | | AeroMobile | | +| | | | services may be | | +| | | | disrupted or | | +| | | | disabled.Data: | | +| | | | Actual data | | +| | | | speeds vary by | | +| | | | device and | | +| | | | location. If | | +| | | | your domestic | | +| | | | plan includes | | +| | | | Video | | +| | | | Management, or | | +| | | | reduces video | | +| | | | streaming | | +| | | | speed, the same | | +| | | | will apply to | | +| | | | your Passport | | +| | | | package.  Data | | +| | | | overage: If you | | +| | | | use all your | | +| | | | Passport | | +| | | | package data, | | +| | | | we'll | | +| | | | automatically | | +| | | | add more data | | +| | | | in increments | | +| | | | of 1GB for | | +| | | | $30.00 each. | | +| | | | Monthly- | | +| | | | recurring | | +| | | | package data | | +| | | | allowance must | | +| | | | be used in bill | | +| | | | period provided | | +| | | | or will be | | +| | | | forfeited.Talk: | | +| | | | For phones | | +| | | | only. Per- | | +| | | | minute charge | | +| | | | applies to all | | +| | | | cellular calls | | +| | | | dialed and | | +| | | | accepted in | | +| | | | Passport | | +| | | | Destinations. | | +| | | | Wi-Fi Calling: | | +| | | | With Wi-Fi | | +| | | | Calling, you | | +| | | | can call back | | +| | | | to the U.S. at | | +| | | | no additional | | +| | | | charge. Calls | | +| | | | to other | | +| | | | destinations, | | +| | | | including the | | +| | | | Passport | | +| | | | Destination | | +| | | | you're in, are | | +| | | | billed at the | | +| | | | Passport per- | | +| | | | minute | | +| | | | rate.Unlimited | | +| | | | text: For | | +| | | | phones only. | | +| | | | Applies only to | | +| | | | Contoso Short | | +| | | | Messaging | | +| | | | Service (SMS) | | +| | | | and Multimedia | | +| | | | Messaging | | +| | | | Service (MMS) | | +| | | | and not to | | +| | | | other messaging | | +| | | | services or | | +| | | | applications | | +| | | | that use data, | | +| | | | such as | | +| | | | iMessage. | | +| | | | Unless you have | | +| | | | a domestic plan | | +| | | | that includes | | +| | | | unlimited text, | | +| | | | messages | | +| | | | received will | | +| | | | be charged at | | +| | | | your domestic | | +| | | | messaging rates | | +| | | | .International | | +| | | | Day Pass®: For | | +| | | | devices with an | | +| | | | active Contoso | | +| | | | Passport | | +| | | | package and | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for Business or | | +| | | | similar IDP | | +| | | | offer, IDP | | +| | | | charges will | | +| | | | apply in IDP | | +| | | | Destinations | | +| | | | and usage in | | +| | | | IDP | | +| | | | Destinations | | +| | | | will not | | +| | | | diminish the | | +| | | | Passport data | | +| | | | allowance or | | +| | | | bill Passport | | +| | | | calling | | +| | | | charges. If you | | +| | | | prefer to use | | +| | | | Passport in an | | +| | | | IDP | | +| | | | Destination, | | +| | | | you must remove | | +| | | | IDP.Cruise | | +| | | | Packages: For | | +| | | | devices with an | | +| | | | active Contoso | | +| | | | Passport and | | +| | | | Contoso Cruise | | +| | | | package, cruise | | +| | | | ship cellular | | +| | | | usage is rated | | +| | | | by the Contoso | | +| | | | Cruise package. | | +| | | |  Passport | | +| | | | charges will | | +| | | | apply to land | | +| | | | usage in Contoso | | +| | | | Cruise included | | +| | | | destinations.Pa | | +| | | | y-per-use | | +| | | | rates: Apply | | +| | | | when package | | +| | | | expires, when | | +| | | | traveling in | | +| | | | destinations | | +| | | | not included in | | +| | | | Passport and/or | | +| | | | when you have | | +| | | | not added a | | +| | | | package.Service | | +| | | | restrictions: | | +| | | | International | | +| | | | use aboard | | +| | | | cruise ships | | +| | | | and on airlines | | +| | | | /flights that | | +| | | | are not | | +| | | | AeroMobile- | | +| | | | enabled is not | | +| | | | included. Not | | +| | | | available for | | +| | | | wireless home | | +| | | | phone services, | | +| | | | connected | | +| | | | vehicles, or | | +| | | | connected | | +| | | | devices. Pay- | | +| | | | per-use | | +| | | | international | | +| | | | rates, found at | | +| | | | att.com/intlppu | | +| | | | rates, will | | +| | | | apply.General: | | +| | | | Subject to the | | +| | | | applicable | | +| | | | Business | | +| | | | Agreement. | | +| | | | Availability, | | +| | | | quality of | | +| | | | coverage, and | | +| | | | services while | | +| | | | roaming are not | | +| | | | guaranteed. | | +| | | | Additional | | +| | | | restrictions | | +| | | | may apply. | | +| | | | Contoso Passport | | +| | | | Pro | | +| | | | Expectations | | +| | | | Eligibility: | | +| | | | Available only | | +| | | | to business and | | +| | | | government | | +| | | | customers with | | +| | | | a qualified | | +| | | | wireless | | +| | | | service | | +| | | | agreement | | +| | | | (Business | | +| | | | Agreement). For | | +| | | | Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | lines of | | +| | | | service only. | | +| | | | Compatible | | +| | | | device with | | +| | | | domestic | | +| | | | postpaid | | +| | | | wireless | | +| | | | service require | | +| | | | d.Charges: | | +| | | | Monthly | | +| | | | recurring | | +| | | | charge applies | | +| | | | on a per device | | +| | | | basis. Package | | +| | | | will not be | | +| | | | prorated if | | +| | | | canceled on or | | +| | | | after the | | +| | | | effective date. | | +| | | | Package | | +| | | | canceled prior | | +| | | | to the | | +| | | | effective date | | +| | | | will not incur | | +| | | | the charge. | | +| | | | Requires a | | +| | | | 1-month minimum | | +| | | | term commitment | | +| | | | .Destinations: | | +| | | | Includes talk, | | +| | | | text, and data | | +| | | | coverage in | | +| | | | over 210 | | +| | | | destinations | | +| | | | listed at att.c | | +| | | | om/globalcountr | | +| | | | ies and on | | +| | | | select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights (each, | | +| | | | a Passport | | +| | | | Destination | | +| | | | and, | | +| | | | collectively, | | +| | | | the Passport | | +| | | | Destinations). | | +| | | | Coverage not | | +| | | | available in | | +| | | | all areas. | | +| | | | Passport | | +| | | | Destinations | | +| | | | and rates are | | +| | | | subject to | | +| | | | change without | | +| | | | notice. Mexico | | +| | | | & Canada: If | | +| | | | you have a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | plan usage in | | +| | | | Mexico or | | +| | | | Canada, usage | | +| | | | in these | | +| | | | countries will | | +| | | | not diminish | | +| | | | the Passport | | +| | | | Pro data or | | +| | | | talk allowance | | +| | | | or bill | | +| | | | Passport Pro | | +| | | | calling | | +| | | | charges. Latin | | +| | | | America:  If | | +| | | | you are an Contoso | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | customer or | | +| | | | other qualified | | +| | | | customer with | | +| | | | Roam Latin | | +| | | | AmericaSM for | | +| | | | Business, usage | | +| | | | in the included | | +| | | | Latin American | | +| | | | countries will | | +| | | | not diminish | | +| | | | the Passport | | +| | | | Pro data or | | +| | | | talk allowance | | +| | | | or bill | | +| | | | Passport Pro | | +| | | | calling | | +| | | | charges. See at | | +| | | | t.com/latamcoun | | +| | | | tries for a | | +| | | | list of | | +| | | | included | | +| | | | countries. | | +| | | | AeroMobile® | | +| | | | cellular | | +| | | | network on | | +| | | | select | | +| | | | airlines: For a | | +| | | | list of | | +| | | | participating | | +| | | | airlines and | | +| | | | aircraft, go to | | +| | | | https://www.aer | | +| | | | omobile.net/air | | +| | | | lines/. | | +| | | | Source: | | +| | | | Content: iPhone | | +| | | | and most | | +| | | | BlackBerry | | +| | | | smartphones) | | +| | | | When using, you | | +| | | | are charged the | | +| | | | international | | +| | | | data rates.  | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming. | | +| | | | Exception: | | +| | | | Visual | | +| | | | Voicemail with | | +| | | | International | | +| | | | Data plan. If | | +| | | | needed, see | | +| | | | International | | +| | | | Roaming | | +| | | | Voicemail | | +| | | | Instructions | | +| | | | and Charge. | | +| | | | 5 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see | | +| | | | Provisioning | | +| | | | International | | +| | | | Roaming | | +| | | | Features. | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international | | +| | | | roaming | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Provisioning | | +| | | | international | | +| | | | roaming (IR) | | +| | | | features | | +| | | | (voice, | | +| | | | messaging, or | | +| | | | data) on a line | | +| | | | of service | | +| | | | enables | | +| | | | customers to | | +| | | | use voice, | | +| | | | messaging, and | | +| | | | data service, | | +| | | | depending on | | +| | | | their device, | | +| | | | while traveling | | +| | | | abroad. An IR | | +| | | | feature is | | +| | | | required on | | +| | | | each CTN that | | +| | | | plans to travel | | +| | | | internationally | | +| | | | or their | | +| | | | devices will | | +| | | | not work on the | | +| | | | cellular | | +| | | | network. Back | | +| | | | to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if a | | +| | | | feature was | | +| | | | provisioned | | +| | | | properly for | | +| | | | the customer: | | +| | | | Follow the | | +| | | | TORCH | | +| | | | guidelines.  | | +| | | | Provision the | | +| | | | feature, if | | +| | | | needed. If this | | +| | | | does not | | +| | | | resolve the | | +| | | | issue, use | | +| | | | standard | | +| | | | troubleshooting | | +| | | | steps to | | +| | | | determine the | | +| | | | issue (for | | +| | | | example: check | | +| | | | if the device | | +| | | | is | | +| | | | international | | +| | | | capable). If | | +| | | | unable to | | +| | | | provision a | | +| | | | feature: | | +| | | | File an Unable | | +| | | | to Complete | | +| | | | Transaction | | +| | | | Clarify case. | | +| | | | See your | | +| | | | channel's | | +| | | | Clarify case | | +| | | | policy. If the | | +| | | | issue continue, | | +| | | | transfer the | | +| | | | call to BMTS. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | feature only, | | +| | | | in the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice: | | +| | | | International | | +| | | | (INTL).  Data | | +| | | | Roaming | | +| | | | Profile: DREP | | +| | | | NATL or DREP | | +| | | | NATL NOCANMEX.  | | +| | | | Refer to | | +| | | | Roaming Profile | | +| | | | Field - TORCH. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | and Data | | +| | | | feature, in the | | +| | | | Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice Roaming | | +| | | | Profile: | | +| | | | DATA_INTL_PC100 | | +| | | | or | | +| | | | International. | | +| | | | Data Roaming | | +| | | | Profile: DREP_D | | +| | | | ATA_INTL_PC100 | | +| | | | or DREP INTL. | | +| | | | Refer to | | +| | | | Roaming | | +| | | |  Profile Field | | +| | | | - TORCH . BMTS | | +| | | | resolves | | +| | | | technical | | +| | | | issues for all | | +| | | | customer types | | +| | | | while roaming | | +| | | | overseas: | | +| | | | When a customer | | +| | | | is not properly | | +| | | | provisioned | | +| | | | when arriving | | +| | | | overseas, after | | +| | | | checking | | +| | | | eligibility and | | +| | | | authorization, | | +| | | | proceed to | | +| | | | provision the | | +| | | | international | | +| | | | feature.  | | +| | | | Check | | +| | | | provisioning as | | +| | | | stated above | | +| | | | and Test the | | +| | | | Resolution | | +| | | | (TTR): Only | | +| | | | if | | +| | | | unsuccessful, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS for a | | +| | | | resolution. | | +| | | | Suggested | | +| | | | Verbiage: | | +| | | | Mr./Ms. | | +| | | |  [Customer | | +| | | | Name], I just | | +| | | | added the | | +| | | | international | | +| | | | feature for | | +| | | | you. I am going | | +| | | | to partner you | | +| | | | with one of | | +| | | | Contoso's Advanced | | +| | | | Technical | | +| | | | Support | | +| | | | specialists who | | +| | | | will ensure you | | +| | | | will be able to | | +| | | | use your | | +| | | | service where | | +| | | | you are.  | | +| | | | Provide the | | +| | | | customer the | | +| | | | free number to | | +| | | | call from their | | +| | | | wireless phone | | +| | | | +1.314.925.6925 | | +| | | | .  If calling | | +| | | | from a wired | | +| | | | phone, a BMTS | | +| | | | specialist | | +| | | | calls back to | | +| | | | minimize the | | +| | | | cost to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key. For | | +| | | | the BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | If the customer | | +| | | | is calling on | | +| | | | behalf of the | | +| | | | end-user | | +| | | | (device not in | | +| | | | hand): Ask | | +| | | | the caller if | | +| | | | the end-user | | +| | | | has an | | +| | | | alternate | | +| | | | number they can | | +| | | | be contacted | | +| | | | on.  If there | | +| | | | is no alternate | | +| | | | number, provide | | +| | | | the customer | | +| | | | with the number | | +| | | | to BMTS at+1.31 | | +| | | | 4.925.6925, so | | +| | | | they can advise | | +| | | | the end-user to | | +| | | | call when they | | +| | | | are available | | +| | | | to continue tro | | +| | | | ubleshooting. | | +| | | | Customers | | +| | | | should | | +| | | | indicate: | | +| | | | Location Issue | | +| | | | Wireless | | +| | | | number  | | +| | | | Callback number | | +| | | | C-Level | | +| | | | customers (High | | +| | | | Level | | +| | | | Enterprise | | +| | | | Executives): | | +| | | | A special team | | +| | | | in BMTS handles | | +| | | | for IR issues.  | | +| | | | If a customer | | +| | | | self-identifies | | +| | | | as a C-Level | | +| | | | customer and | | +| | | | they are having | | +| | | | IR issues, | | +| | | | bridge the call | | +| | | | to BMTS and | | +| | | | tell the | | +| | | | representative | | +| | | | you have a | | +| | | | C-Level | | +| | | | customer. If a | | +| | | | CRU end-user, | | +| | | | AOP, or TCM | | +| | | | requests you | | +| | | | contact another | | +| | | | AOP/TCM/end- | | +| | | | user traveling | | +| | | | overseas, | | +| | | | advise the | | +| | | | caller that we | | +| | | | do not have | | +| | | | overseas | | +| | | | dialing | | +| | | | permissions | | +| | | | Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 53 | Can a | Yes, a | Content: able | 10 | +| | customer use | customer can | device Wi-Fi | | +| | Wi-Fi | use Wi-Fi | Calling is | | +| | Calling if | Calling even | available on | | +| | they also | if they also | select iOS and | | +| | have a Cell | have a Cell | Android | | +| | Booster? | Booster. The | devices. For a | | +| | | two services | list of Contoso | | +| | | are separate | Wi-Fi Calling- | | +| | | and do not | capable | | +| | | interfere | devices, visit | | +| | | with each | the Wi-Fi | | +| | | other. | Calling Hub. | | +| | | (Source: | WIFICALL SOC ¶ | | +| | | context) | SOC is added | | +| | | | automatically | | +| | | | during the | | +| | | | setup | | +| | | | process.The | | +| | | | WIFICALL SOC | | +| | | | may not be | | +| | | | added by | | +| | | | Customer | | +| | | | Service or | | +| | | | ATS.¶ | | +| | | | Customers must | | +| | | | complete | | +| | | | service setup | | +| | | | via their | | +| | | | device.¶ Do | | +| | | | not submit a | | +| | | | Clarify case to | | +| | | | have WIFICALL | | +| | | | SOC added to | | +| | | | customer's | | +| | | | account.¶ | | +| | | | IPWIFIVM SOC ¶ | | +| | | | To receive VVM | | +| | | | notifications | | +| | | | and messages, | | +| | | | this SOC must | | +| | | | be present on | | +| | | | the line.SOC is | | +| | | | added | | +| | | | automatically | | +| | | | during the | | +| | | | setup process | | +| | | | if the customer | | +| | | | currently uses | | +| | | | VVM.¶ Existing | | +| | | | VVM SOC remains | | +| | | | on the line for | | +| | | | VVM | | +| | | | notification | | +| | | | and retrieval | | +| | | | over cellular.A | | +| | | | cellular | | +| | | | connection is | | +| | | | required for | | +| | | | VVM maintenance | | +| | | | (setup, change | | +| | | | greeting, and | | +| | | | password | | +| | | | reset).¶ ¶ | | +| | | | Wi-Fi Calling | | +| | | | Setup¶ ¶ | | +| | | | Customers set | | +| | | | up Wi-Fi | | +| | | | Calling | | +| | | | directly from | | +| | | | their device.¶ | | +| | | | ¶ Toggle Wi-Fi | | +| | | | Calling to On.¶ | | +| | | | ¶ The steps to | | +| | | | do this may | | +| | | | differ based on | | +| | | | OS; see Wi-Fi | | +| | | | Calling Hub.¶ | | +| | | | Acknowledge | | +| | | | important | | +| | | | information. | | +| | | | Assign an E911 | | +| | | | address | | +| | | | (location where | | +| | | | the customer | | +| | | | will most | | +| | | | likely be using | | +| | | | Wi-Fi | | +| | | | service).¶ | | +| | | | E911 address | | +| | | | can be updated | | +| | | | at any time | | +| | | | from the | | +| | | | device. Follow | | +| | | | the same path | | +| | | | used to turn on | | +| | | | or off Wi-Fi | | +| | | | Calling to | | +| | | | access the E911 | | +| | | | address.¶ | | +| | | | Receive | | +| | | | confirmation of | | +| | | | service being | | +| | | | provisioned.¶ | | +| | | | The WIFICALL | | +| | | | SOC | | +| | | | automatically | | +| | | | is added to the | | +| | | | customer's line | | +| | | | during the | | +| | | | setup process.¶ | | +| | | | Wi-Fi Calling | | +| | | | is provisioned | | +| | | | to the network | | +| | | | via the SOC.¶ | | +| | | | Once set up and | | +| | | | turned on, | | +| | | | calls continue | | +| | | | to connect to | | +| | | | the cellular | | +| | | | network.¶ This | | +| | | | does not mean | | +| | | | the customer's | | +| | | | calls are | | +| | | | automatically | | +| | | | routed over Wi- | | +| | | | Fi.¶ ¶ Dual | | +| | | | SIM devices: | | +| | | | Wi-Fi calling | | +| | | | is setup on a | | +| | | | per line | | +| | | | basis.¶ ¶ Add | | +| | | | WIFIPBL to | | +| | | | block Wi-Fi | | +| | | | Calling service | | +| | | | if requested by | | +| | | | the customer.¶ | | +| | | | ¶ Using Visual | | +| | | | Voicemail with | | +| | | | Wi-Fi Calling ¶ | | +| | | | ¶ ¶ VVM | | +| | | | notification | | +| | | | and retrieval | | +| | | | is available | | +| | | | while using Wi- | | +| | | | Fi Calling.¶ ¶ | | +| | | | VVM over Wi-Fi | | +| | | | requires | | +| | | | IPWIFIVM on the | | +| | | | account.¶ ¶ | | +| | | | This SOC is | | +| | | | included in | | +| | | | initial | | +| | | | provisioning if | | +| | | | the customer | | +| | | | currently | | +| | | | subscribes to | | +| | | | VVM.Customers | | +| | | | must have a | | +| | | | pre-existing | | +| | | | VVM SOC.¶ | | +| | | | Cellular | | +| | | | connection | | +| | | | required for | | +| | | | VVM maintenance | | +| | | | (setup, | | +| | | | greeting | | +| | | | change, and | | +| | | | password | | +| | | | reset). Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Customers that | | +| | | | activate a Cell | | +| | | | Booster Pro | | +| | | | will have | | +| | | | access to view | | +| | | | performance | | +| | | | reports. This | | +| | | | feature allows | | +| | | | customers to | | +| | | | see a 13-month | | +| | | | report that | | +| | | | displays | | +| | | | wireless usage | | +| | | | for that Cell | | +| | | | Booster Pro | | +| | | | Performance | | +| | | | Reports will | | +| | | | only be | | +| | | | displayed for | | +| | | | Cell Booster | | +| | | | Pro and not | | +| | | | available for | | +| | | | Cell Booster. | | +| | | | To access the | | +| | | | performance | | +| | | | reports, from | | +| | | | the Home page, | | +| | | | click Settings | | +| | | | > Performance | | +| | | | Reports. ¶ | | +| | | | Back to Top ¶ | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) The | | +| | | | Contoso Cell | | +| | | | Booster | | +| | | | app/portal is | | +| | | | the primary | | +| | | | portal for | | +| | | | customers to | | +| | | | use to activate | | +| | | | and manage | | +| | | | their Cell | | +| | | | Booster device. | | +| | | | For troubleshoo | | +| | | | ting, agents | | +| | | | can impersonate | | +| | | | or mimic the | | +| | | | customer in the | | +| | | | app/portal and | | +| | | | have access to | | +| | | | the same view | | +| | | | and functions | | +| | | | as the | | +| | | | customer.¶ To | | +| | | | access the | | +| | | | customer | | +| | | | app/portal, the | | +| | | | agent will | | +| | | | query the | | +| | | | customer using | | +| | | | the customer's | | +| | | | existing Login | | +| | | | ID used to | | +| | | | access the Cell | | +| | | | Booster | | +| | | | app/portal. | | +| | | | Follow the | | +| | | | steps below to | | +| | | | impersonate | | +| | | | using the | | +| | | | Impersonation | | +| | | | Tool:¶ ¶ | | +| | | | Access the | | +| | | | tool: https://c | | +| | | | ellbooster.aws. | | +| | | | cloud.att.com/s | | +| | | | upportContent/i | | +| | | | ndex.html | | +| | | | Login using | | +| | | | Contoso Global | | +| | | | Login Select | | +| | | | the Customer | | +| | | | Type from the | | +| | | | drop-down: | | +| | | | Customer, | | +| | | | Business or | | +| | | | FirstNet | | +| | | | Customer Type - | | +| | | | Screenshot. | | +| | | | Input the Login | | +| | | | ID and click | | +| | | | Impersonate to | | +| | | | see all Cell | | +| | | | Boosters | | +| | | | associated with | | +| | | | the customer | | +| | | | profile Login | | +| | | | ID - | | +| | | | Screenshot.¶ | | +| | | | If the user has | | +| | | | a registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear | | +| | | | Registered User | | +| | | | - Screenshot.If | | +| | | | the user does | | +| | | | not have a | | +| | | | registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear Non- | | +| | | | Registered User | | +| | | | - Screenshot.¶ | | +| | | | Note: The | | +| | | | customer must | | +| | | | accept the | | +| | | | Terms and | | +| | | | Conditions when | | +| | | | registering | | +| | | | their first | | +| | | | device. The | | +| | | | agent cannot | | +| | | | perform this on | | +| | | | behalf of the | | +| | | | user. The Terms | | +| | | | and Conditions | | +| | | | need to be | | +| | | | accepted before | | +| | | | an agent can | | +| | | | perform any | | +| | | | impersonation. | | +| | | | ¶ ¶ Login | | +| | | | ID:¶ ¶ Agents | | +| | | | should see the | | +| | | | Login ID | | +| | | | associated to | | +| | | | the user in | | +| | | | TSRM. The Login | | +| | | | ID will be | | +| | | | returned to | | +| | | | TSRM UI (via | | +| | | | ISSAC WF) when | | +| | | | the agent | | +| | | | queries the | | +| | | | Cell Booster | | +| | | | Portal data by | | +| | | | mobile number | | +| | | | or serial | | +| | | | number. The | | +| | | | Login ID will | | +| | | | also be | | +| | | | displayed in | | +| | | | Torch under | | +| | | | Device | | +| | | | Information | | +| | | | under the | | +| | | | Customer Login | | +| | | | ID field. TORCH | | +| | | | Login ID - | | +| | | | Screenshot The | | +| | | | agent can ask | | +| | | | the customer or | | +| | | | search via any | | +| | | | HALO tools | | +| | | | What if the | | +| | | | user's Login ID | | +| | | | has changed?¶ | | +| | | | The user or | | +| | | | Admin will have | | +| | | | to go into the | | +| | | | Cell Booster | | +| | | | Portal and add | | +| | | | another admin | | +| | | | user with the | | +| | | | new Login ID | | +| | | | and delete the | | +| | | | existing | | +| | | | user/admin¶ | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support ¶ | | +| | | | Roles¶ ¶ | | +| | | | BMC/BME General | | +| | | | Care can assist | | +| | | | customers with | | +| | | | general Contoso | | +| | | | Cell Booster | | +| | | | inquiries and | | +| | | | billing | | +| | | | support¶ ¶ | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing an | | +| | | | issue with | | +| | | | their Contoso Cell | | +| | | | Booster to BMTS | | +| | | | using the | | +| | | | Directory Tool¶ | | +| | | | BMTS provides | | +| | | | troubleshooting | | +| | | | assistance for | | +| | | | all Contoso Cell | | +| | | | Booster issues | | +| | | | using the Contoso | | +| | | | Cell Booster | | +| | | | Technical Guide | | +| | | | script (TS&R - | | +| | | | Troubleshoot & | | +| | | | Resolve Tool - | | +| | | | ETA TBD)¶ For | | +| | | | more | | +| | | | information on | | +| | | | troubleshooting | | +| | | | connectivity | | +| | | | issues, refer | | +| | | | to Contoso Cell | | +| | | | Booster: | | +| | | | Broadband | | +| | | | Internet | | +| | | | Connectivity Tr | | +| | | | oubleshooting¶ | | +| | | | ¶ Source: | | ++----+----------------+----------------+------------------+--------------+ +| 54 | Can the | Yes, | Content: Cell | 10 | +| | customer | customers | Booster Pro | | +| | manage their | can manage | Only) | | +| | Contoso Cell | their Contoso | Customers that | | +| | Booster | Cell Booster | activate a Cell | | +| | online or | and Cell | Booster Pro | | +| | thru an app? | Booster Pro | will have | | +| | | through an | access to view | | +| | | app/web | performance | | +| | | portal. They | reports. This | | +| | | can register | feature allows | | +| | | and activate | customers to | | +| | | their | see a 13-month | | +| | | device, | report that | | +| | | manage | displays | | +| | | registered | wireless usage | | +| | | devices, | for that Cell | | +| | | add/delete | Booster Pro | | +| | | location | Performance | | +| | | address, | Reports will | | +| | | disconnect | only be | | +| | | device, | displayed for | | +| | | manage | Cell Booster | | +| | | notification | Pro and not | | +| | | settings, | available for | | +| | | and | Cell Booster. | | +| | | add/delete | To access the | | +| | | secondary | performance | | +| | | admin user. | reports, from | | +| | | (Source: | the Home page, | | +| | | context: | click Settings | | +| | | Content: | > Performance | | +| | | Cell Booster | Reports. ¶ | | +| | | Pro Only) | Back to Top ¶ | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) The | | +| | | | Contoso Cell | | +| | | | Booster | | +| | | | app/portal is | | +| | | | the primary | | +| | | | portal for | | +| | | | customers to | | +| | | | use to activate | | +| | | | and manage | | +| | | | their Cell | | +| | | | Booster device. | | +| | | | For troubleshoo | | +| | | | ting, agents | | +| | | | can impersonate | | +| | | | or mimic the | | +| | | | customer in the | | +| | | | app/portal and | | +| | | | have access to | | +| | | | the same view | | +| | | | and functions | | +| | | | as the | | +| | | | customer.¶ To | | +| | | | access the | | +| | | | customer | | +| | | | app/portal, the | | +| | | | agent will | | +| | | | query the | | +| | | | customer using | | +| | | | the customer's | | +| | | | existing Login | | +| | | | ID used to | | +| | | | access the Cell | | +| | | | Booster | | +| | | | app/portal. | | +| | | | Follow the | | +| | | | steps below to | | +| | | | impersonate | | +| | | | using the | | +| | | | Impersonation | | +| | | | Tool:¶ ¶ | | +| | | | Access the | | +| | | | tool: https://c | | +| | | | ellbooster.aws. | | +| | | | cloud.att.com/s | | +| | | | upportContent/i | | +| | | | ndex.html | | +| | | | Login using | | +| | | | Contoso Global | | +| | | | Login Select | | +| | | | the Customer | | +| | | | Type from the | | +| | | | drop-down: | | +| | | | Customer, | | +| | | | Business or | | +| | | | FirstNet | | +| | | | Customer Type - | | +| | | | Screenshot. | | +| | | | Input the Login | | +| | | | ID and click | | +| | | | Impersonate to | | +| | | | see all Cell | | +| | | | Boosters | | +| | | | associated with | | +| | | | the customer | | +| | | | profile Login | | +| | | | ID - | | +| | | | Screenshot.¶ | | +| | | | If the user has | | +| | | | a registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear | | +| | | | Registered User | | +| | | | - Screenshot.If | | +| | | | the user does | | +| | | | not have a | | +| | | | registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear Non- | | +| | | | Registered User | | +| | | | - Screenshot.¶ | | +| | | | Note: The | | +| | | | customer must | | +| | | | accept the | | +| | | | Terms and | | +| | | | Conditions when | | +| | | | registering | | +| | | | their first | | +| | | | device. The | | +| | | | agent cannot | | +| | | | perform this on | | +| | | | behalf of the | | +| | | | user. The Terms | | +| | | | and Conditions | | +| | | | need to be | | +| | | | accepted before | | +| | | | an agent can | | +| | | | perform any | | +| | | | impersonation. | | +| | | | ¶ ¶ Login | | +| | | | ID:¶ ¶ Agents | | +| | | | should see the | | +| | | | Login ID | | +| | | | associated to | | +| | | | the user in | | +| | | | TSRM. The Login | | +| | | | ID will be | | +| | | | returned to | | +| | | | TSRM UI (via | | +| | | | ISSAC WF) when | | +| | | | the agent | | +| | | | queries the | | +| | | | Cell Booster | | +| | | | Portal data by | | +| | | | mobile number | | +| | | | or serial | | +| | | | number. The | | +| | | | Login ID will | | +| | | | also be | | +| | | | displayed in | | +| | | | Torch under | | +| | | | Device | | +| | | | Information | | +| | | | under the | | +| | | | Customer Login | | +| | | | ID field. TORCH | | +| | | | Login ID - | | +| | | | Screenshot The | | +| | | | agent can ask | | +| | | | the customer or | | +| | | | search via any | | +| | | | HALO tools | | +| | | | What if the | | +| | | | user's Login ID | | +| | | | has changed?¶ | | +| | | | The user or | | +| | | | Admin will have | | +| | | | to go into the | | +| | | | Cell Booster | | +| | | | Portal and add | | +| | | | another admin | | +| | | | user with the | | +| | | | new Login ID | | +| | | | and delete the | | +| | | | existing | | +| | | | user/admin¶ | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support ¶ | | +| | | | Roles¶ ¶ | | +| | | | BMC/BME General | | +| | | | Care can assist | | +| | | | customers with | | +| | | | general Contoso | | +| | | | Cell Booster | | +| | | | inquiries and | | +| | | | billing | | +| | | | support¶ ¶ | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing an | | +| | | | issue with | | +| | | | their Contoso Cell | | +| | | | Booster to BMTS | | +| | | | using the | | +| | | | Directory Tool¶ | | +| | | | BMTS provides | | +| | | | troubleshooting | | +| | | | assistance for | | +| | | | all Contoso Cell | | +| | | | Booster issues | | +| | | | using the Contoso | | +| | | | Cell Booster | | +| | | | Technical Guide | | +| | | | script (TS&R - | | +| | | | Troubleshoot & | | +| | | | Resolve Tool - | | +| | | | ETA TBD)¶ For | | +| | | | more | | +| | | | information on | | +| | | | troubleshooting | | +| | | | connectivity | | +| | | | issues, refer | | +| | | | to Contoso Cell | | +| | | | Booster: | | +| | | | Broadband | | +| | | | Internet | | +| | | | Connectivity Tr | | +| | | | oubleshooting¶ | | +| | | | ¶ Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: re- | | +| | | | register their | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro at | | +| | | | a given | | +| | | | location. Also, | | +| | | | customers | | +| | | | cannot | | +| | | | mix/match Cell | | +| | | | Boosters and | | +| | | | Cell Boosters | | +| | | | Pros. ¶ ¶ Add | | +| | | | Another Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | Existing | | +| | | | Location (only | | +| | | | pertains to | | +| | | | customers with | | +| | | | multiple Cell | | +| | | | Boosters)¶ ¶ | | +| | | | From the Home | | +| | | | page, select | | +| | | | the location | | +| | | | where the | | +| | | | additional Cell | | +| | | | Booster will be | | +| | | | added. The | | +| | | | location is | | +| | | | listed at the | | +| | | | top of the | | +| | | | app/portal in | | +| | | | the top blue | | +| | | | circles. Once | | +| | | | the location is | | +| | | | selected, click | | +| | | | + sign to add | | +| | | | the additional | | +| | | | Cell Booster. | | +| | | | The customer | | +| | | | will be | | +| | | | prompted to | | +| | | | register the | | +| | | | device, the | | +| | | | customers | | +| | | | location will | | +| | | | be pre- | | +| | | | populated since | | +| | | | there is | | +| | | | already a | | +| | | | registered | | +| | | | device The | | +| | | | following | | +| | | | fields will | | +| | | | need to be | | +| | | | filled out:¶ | | +| | | | First NameLast | | +| | | | NameSerial | | +| | | | Number of Cell | | +| | | | Booster; the | | +| | | | customer can | | +| | | | scan the QR | | +| | | | code via mobile | | +| | | | however option | | +| | | | is not | | +| | | | available via | | +| | | | the we appContoso | | +| | | | mobile phone | | +| | | | numberPreferred | | +| | | | emailCell | | +| | | | Booster | | +| | | | Nickname¶ | | +| | | | Note: The first | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | configuration | | +| | | | type (Contoso or | | +| | | | FirstNet) | | +| | | | selected for a | | +| | | | location will | | +| | | | apply to all | | +| | | | subsequent Cell | | +| | | | Booster Pro’s | | +| | | | added to the | | +| | | | same location. | | +| | | | The drop-down | | +| | | | list for | | +| | | | configuration | | +| | | | type will not | | +| | | | be displayed | | +| | | | for the 2nd and | | +| | | | 3rd Cell | | +| | | | Booster Pro's | | +| | | | added to a | | +| | | | location. User | | +| | | | cannot mix and | | +| | | | match Cell | | +| | | | Booster and | | +| | | | Contoso configured | | +| | | | Cell Booster | | +| | | | Pro with a | | +| | | | FirstNet Cell | | +| | | | Booster Pro at | | +| | | | same location | | +| | | | address. | | +| | | | Adding a third | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Follow the same | | +| | | | steps listed | | +| | | | above, once a | | +| | | | third Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro is | | +| | | | added to a | | +| | | | location, the + | | +| | | | sign on the top | | +| | | | right corner | | +| | | | will be grayed | | +| | | | out and the | | +| | | | customer cannot | | +| | | | add additional | | +| | | | devices to the | | +| | | | given address. | | +| | | | Disconnect Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | From the Home | | +| | | | Page, scroll | | +| | | | down to see a | | +| | | | red Disconnect | | +| | | | button Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear: Are You | | +| | | | Sure - click | | +| | | | Yes to continue | | +| | | | the disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | will appear on | | +| | | | a new screen. | | +| | | | The customer | | +| | | | can also click | | +| | | | Cancel, if they | | +| | | | decide not to | | +| | | | disconnect the | | +| | | | device. Add | | +| | | | another user - | | +| | | | Admin function | | +| | | | The app/portal | | +| | | | admin feature | | +| | | | allows multiple | | +| | | | people to have | | +| | | | access to the | | +| | | | status and | | +| | | | management of a | | +| | | | designated Cell | | +| | | | Booster device. | | +| | | | The initial | | +| | | | customer | | +| | | | registering the | | +| | | | device can add | | +| | | | an additional | | +| | | | user as an | | +| | | | admin. Each | | +| | | | added admin can | | +| | | | add/delete | | +| | | | users as well. | | +| | | | Anyone added as | | +| | | | an admin will | | +| | | | have the same | | +| | | | permission | | +| | | | levels and view | | +| | | | access to the | | +| | | | designated Cell | | +| | | | Booster. | | +| | | | Additional | | +| | | | admins will | | +| | | | also receive | | +| | | | customer | | +| | | | notifications | | +| | | | and SMS (if | | +| | | | they opt-in). | | +| | | | To add an | | +| | | | admin:¶ ¶ | | +| | | | Select the Cell | | +| | | | Booster device | | +| | | | under the Home | | +| | | | Page by | | +| | | | clicking the | | +| | | | right arrow | | +| | | | Once selected, | | +| | | | select Admin | | +| | | | List under | | +| | | | Device Details | | +| | | | Click the blue | | +| | | | + sign to add | | +| | | | an admin Fill | | +| | | | out the | | +| | | | following | | +| | | | fields¶ Login | | +| | | | ID - this is | | +| | | | the myContoso | | +| | | | Username that | | +| | | | users will use | | +| | | | to sign into | | +| | | | the | | +| | | | app/portalFirst | | +| | | | and Last | | +| | | | NamePhone | | +| | | | NumberContact | | +| | | | Email¶ | | +| | | | Recommend to | | +| | | | the customer to | | +| | | | have SMS and | | +| | | | Email | | +| | | | Notification | | +| | | | turned On > | | +| | | | click Save. | | +| | | | FirstNet Only: | | +| | | | Update Open / | | +| | | | Closed Access¶ | | +| | | | ¶ Open Access: | | +| | | | Any User can | | +| | | | attach to the | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro Closed | | +| | | | Access: Only | | +| | | | designated | | +| | | | users can | | +| | | | attach to the | | +| | | | Cell Booster | | +| | | | Pro. This is | | +| | | | restricted | | +| | | | access. The | | +| | | | User List will | | +| | | | appear for each | | +| | | | Cell Booster | | +| | | | Pro configured | | +| | | | as FirstNet. | | +| | | | FN users can | | +| | | | toggle between | | +| | | | Open and Closed | | +| | | | access after | | +| | | | they register | | +| | | | their device. | | +| | | | FirstNet Cell | | +| | | | Booster Pro | | +| | | | will initially | | +| | | | be registered | | +| | | | as Open Access. | | +| | | | Once | | +| | | | registered, | | +| | | | customer can | | +| | | | select the Cell | | +| | | | Booster Pro | | +| | | | from the Home | | +| | | | Page by | | +| | | | selecting the | | +| | | | right arrow | | +| | | | next to the | | +| | | | device. | | +| | | | Customer can | | +| | | | access the User | | +| | | | List option to | | +| | | | update their | | +| | | | Cell Booster | | +| | | | device to | | +| | | | Closed Access | | +| | | | and update the | | +| | | | User List. ¶ | | +| | | | ¶ FirstNet | | +| | | | Only: Add Users | | +| | | | to Contoso Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | On the User | | +| | | | List screen, | | +| | | | select to + | | +| | | | sign to add | | +| | | | additional | | +| | | | users to | | +| | | | whitelist | | +| | | | Customers will | | +| | | | fill out the | | +| | | | following | | +| | | | fields for each | | +| | | | user and the | | +| | | | select Save at | | +| | | | bottom of the | | +| | | | screen:¶ ¶ | | +| | | | First Name | | +| | | | Last Name | | +| | | | Phone User | | +| | | | will get a | | +| | | | Success message | | +| | | | when user is | | +| | | | successfully | | +| | | | added. Note: | | +| | | | Only Contoso | | +| | | | wireless | | +| | | | subscribers can | | +| | | | be added to | | +| | | | User List, | | +| | | | otherwise | | +| | | | customer will | | +| | | | get error if | | +| | | | they attempt to | | +| | | | input number | | +| | | | for customer | | +| | | | who has a | | +| | | | different | | +| | | | wireless | | +| | | | carrier. | | +| | | | Customer can | | +| | | | add additional | | +| | | | users by | | +| | | | clicking the + | | +| | | | sign on the | | +| | | | User List | | +| | | | screen. There | | +| | | | is no maximum | | +| | | | limit on users | | +| | | | that can be | | +| | | | added. ¶ ¶ | | +| | | | Disconnect | | +| | | | Contoso Cell | | +| | | | Booster ¶ If | | +| | | | the customer | | +| | | | wants to | | +| | | | disconnect | | +| | | | their device:¶ | | +| | | | ¶ From the | | +| | | | Home page, | | +| | | | scroll down to | | +| | | | see a red | | +| | | | Disconnect | | +| | | | button. Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear : Are | | +| | | | You Sure - | | +| | | | click Yes to | | +| | | | continue the | | +| | | | disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | ++----+----------------+----------------+------------------+--------------+ +| 55 | Can the | The Contoso | Content: Back | 10 | +| | customer | Cell Booster | to Top | | +| | restrict | Pro has | Requirements | | +| | access to | industry- | Equipment - | | +| | their Contoso | leading | Compatible | | +| | Cell Booster | security, | equipment | | +| | device? Is | and all comm | includes the | | +| | it secure? | unications | following: | | +| | | are | 5G Sub-6GHz, | | +| | | encrypted | 5G+ (mmWave), | | +| | | through a | 4G LTE, or LTE- | | +| | | secure | capable phones | | +| | | tunnel back | Connected | | +| | | to Contoso’s | Wearables, | | +| | | Core. | Tablets and | | +| | | Customers | Laptops | | +| | | can restrict | Wireless Home | | +| | | access to | Phone: | | +| | | their Contoso | Premier, | | +| | | Cell Booster | FirstNet | | +| | | device by | Central, and | | +| | | adding or | myContoso | | +| | | deleting | Account:  The | | +| | | admin access | customer must | | +| | | and managing | have a | | +| | | notification | registered | | +| | | settings | myContoso account. | | +| | | through the | Enterprise / | | +| | | Contoso Cell | CRU and | | +| | | Booster app | FirstNet must | | +| | | or online | have Premier | | +| | | management | and FirstNet | | +| | | portal. | Central to | | +| | | (Source: | register and | | +| | | context) | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Customers that | | +| | | | activate a Cell | | +| | | | Booster Pro | | +| | | | will have | | +| | | | access to view | | +| | | | performance | | +| | | | reports. This | | +| | | | feature allows | | +| | | | customers to | | +| | | | see a 13-month | | +| | | | report that | | +| | | | displays | | +| | | | wireless usage | | +| | | | for that Cell | | +| | | | Booster Pro | | +| | | | Performance | | +| | | | Reports will | | +| | | | only be | | +| | | | displayed for | | +| | | | Cell Booster | | +| | | | Pro and not | | +| | | | available for | | +| | | | Cell Booster. | | +| | | | To access the | | +| | | | performance | | +| | | | reports, from | | +| | | | the Home page, | | +| | | | click Settings | | +| | | | > Performance | | +| | | | Reports. ¶ | | +| | | | Back to Top ¶ | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) The | | +| | | | Contoso Cell | | +| | | | Booster | | +| | | | app/portal is | | +| | | | the primary | | +| | | | portal for | | +| | | | customers to | | +| | | | use to activate | | +| | | | and manage | | +| | | | their Cell | | +| | | | Booster device. | | +| | | | For troubleshoo | | +| | | | ting, agents | | +| | | | can impersonate | | +| | | | or mimic the | | +| | | | customer in the | | +| | | | app/portal and | | +| | | | have access to | | +| | | | the same view | | +| | | | and functions | | +| | | | as the | | +| | | | customer.¶ To | | +| | | | access the | | +| | | | customer | | +| | | | app/portal, the | | +| | | | agent will | | +| | | | query the | | +| | | | customer using | | +| | | | the customer's | | +| | | | existing Login | | +| | | | ID used to | | +| | | | access the Cell | | +| | | | Booster | | +| | | | app/portal. | | +| | | | Follow the | | +| | | | steps below to | | +| | | | impersonate | | +| | | | using the | | +| | | | Impersonation | | +| | | | Tool:¶ ¶ | | +| | | | Access the | | +| | | | tool: https://c | | +| | | | ellbooster.aws. | | +| | | | cloud.att.com/s | | +| | | | upportContent/i | | +| | | | ndex.html | | +| | | | Login using | | +| | | | Contoso Global | | +| | | | Login Select | | +| | | | the Customer | | +| | | | Type from the | | +| | | | drop-down: | | +| | | | Customer, | | +| | | | Business or | | +| | | | FirstNet | | +| | | | Customer Type - | | +| | | | Screenshot. | | +| | | | Input the Login | | +| | | | ID and click | | +| | | | Impersonate to | | +| | | | see all Cell | | +| | | | Boosters | | +| | | | associated with | | +| | | | the customer | | +| | | | profile Login | | +| | | | ID - | | +| | | | Screenshot.¶ | | +| | | | If the user has | | +| | | | a registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear | | +| | | | Registered User | | +| | | | - Screenshot.If | | +| | | | the user does | | +| | | | not have a | | +| | | | registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear Non- | | +| | | | Registered User | | +| | | | - Screenshot.¶ | | +| | | | Note: The | | +| | | | customer must | | +| | | | accept the | | +| | | | Terms and | | +| | | | Conditions when | | +| | | | registering | | +| | | | their first | | +| | | | device. The | | +| | | | agent cannot | | +| | | | perform this on | | +| | | | behalf of the | | +| | | | user. The Terms | | +| | | | and Conditions | | +| | | | need to be | | +| | | | accepted before | | +| | | | an agent can | | +| | | | perform any | | +| | | | impersonation. | | +| | | | ¶ ¶ Login | | +| | | | ID:¶ ¶ Agents | | +| | | | should see the | | +| | | | Login ID | | +| | | | associated to | | +| | | | the user in | | +| | | | TSRM. The Login | | +| | | | ID will be | | +| | | | returned to | | +| | | | TSRM UI (via | | +| | | | ISSAC WF) when | | +| | | | the agent | | +| | | | queries the | | +| | | | Cell Booster | | +| | | | Portal data by | | +| | | | mobile number | | +| | | | or serial | | +| | | | number. The | | +| | | | Login ID will | | +| | | | also be | | +| | | | displayed in | | +| | | | Torch under | | +| | | | Device | | +| | | | Information | | +| | | | under the | | +| | | | Customer Login | | +| | | | ID field. TORCH | | +| | | | Login ID - | | +| | | | Screenshot The | | +| | | | agent can ask | | +| | | | the customer or | | +| | | | search via any | | +| | | | HALO tools | | +| | | | What if the | | +| | | | user's Login ID | | +| | | | has changed?¶ | | +| | | | The user or | | +| | | | Admin will have | | +| | | | to go into the | | +| | | | Cell Booster | | +| | | | Portal and add | | +| | | | another admin | | +| | | | user with the | | +| | | | new Login ID | | +| | | | and delete the | | +| | | | existing | | +| | | | user/admin¶ | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support ¶ | | +| | | | Roles¶ ¶ | | +| | | | BMC/BME General | | +| | | | Care can assist | | +| | | | customers with | | +| | | | general Contoso | | +| | | | Cell Booster | | +| | | | inquiries and | | +| | | | billing | | +| | | | support¶ ¶ | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing an | | +| | | | issue with | | +| | | | their Contoso Cell | | +| | | | Booster to BMTS | | +| | | | using the | | +| | | | Directory Tool¶ | | +| | | | BMTS provides | | +| | | | troubleshooting | | +| | | | assistance for | | +| | | | all Contoso Cell | | +| | | | Booster issues | | +| | | | using the Contoso | | +| | | | Cell Booster | | +| | | | Technical Guide | | +| | | | script (TS&R - | | +| | | | Troubleshoot & | | +| | | | Resolve Tool - | | +| | | | ETA TBD)¶ For | | +| | | | more | | +| | | | information on | | +| | | | troubleshooting | | +| | | | connectivity | | +| | | | issues, refer | | +| | | | to Contoso Cell | | +| | | | Booster: | | +| | | | Broadband | | +| | | | Internet | | +| | | | Connectivity Tr | | +| | | | oubleshooting¶ | | +| | | | ¶ Source: | | +| | | | Content: Jump | | +| | | | To: Activation | | +| | | | and | | +| | | | Registration | | +| | | | Location | | +| | | | Updates and | | +| | | | Disconnect | | +| | | | Adding Admin | | +| | | | Access Update | | +| | | | Notification | | +| | | | Settings | | +| | | | Performance | | +| | | | Report (Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support FAQ | | +| | | | What's New | | +| | | | Contoso Cell | | +| | | | Booster ProSM – | | +| | | | FirstNet Closed | | +| | | | Mode User | | +| | | | Experience** | | +| | | | Notice: Contoso | | +| | | | and FirstNet | | +| | | | have discovered | | +| | | | a user | | +| | | | experience | | +| | | | issue with Cell | | +| | | | Booster Pros in | | +| | | | Closed Mode*. A | | +| | | | workaround is | | +| | | | available, and | | +| | | | a fix is | | +| | | | expected in | | +| | | | 2023. Issue: | | +| | | | Users not on | | +| | | | the Authorized | | +| | | | User list may | | +| | | | experience | | +| | | | service issues | | +| | | | when in range | | +| | | | of a Closed | | +| | | | Cell Booster | | +| | | | Pro. Users | | +| | | | could encounter | | +| | | | periods of no | | +| | | | service, no | | +| | | | bars, or full | | +| | | | bars without | | +| | | | access to | | +| | | | voice, text, or | | +| | | | data services. | | +| | | | Once the user | | +| | | | leaves the Cell | | +| | | | Booster Pro | | +| | | | coverage area, | | +| | | | the phone can | | +| | | | take over 10 | | +| | | | minutes before | | +| | | | service is | | +| | | | restored. To | | +| | | | restore service | | +| | | | faster, users | | +| | | | can toggle | | +| | | | Airplane mode | | +| | | | to reconnect to | | +| | | | the neighboring | | +| | | | macro tower | | +| | | | immediately. | | +| | | | Workaround: To | | +| | | | prevent this, | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | administrators | | +| | | | can switch to | | +| | | | Open Mode in | | +| | | | the Cell | | +| | | | Booster Pro | | +| | | | mobile app or | | +| | | | online | | +| | | | management | | +| | | | portal. | | +| | | | Instructions | | +| | | | can be found on | | +| | | | Page 5 of the | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | User & | | +| | | | Technical Guide | | +| | | | (firstnet.com). | | +| | | | Cell Booster | | +| | | | Pros have | | +| | | | industry | | +| | | | leading | | +| | | | security, and | | +| | | | all | | +| | | | communications | | +| | | | are encrypted | | +| | | | through a | | +| | | | secure tunnel | | +| | | | back to Contoso’s | | +| | | | Core. Contoso and | | +| | | | FirstNet will | | +| | | | also | | +| | | | temporarily | | +| | | | allow up to 5 | | +| | | | users to | | +| | | | connect to a | | +| | | | Closed Cell | | +| | | | Booster Pro in | | +| | | | the coming | | +| | | | weeks, even if | | +| | | | they aren’t on | | +| | | | the Whitelist, | | +| | | | to mitigate | | +| | | | this issue. | | +| | | | Resolution: A | | +| | | | fix for Closed | | +| | | | Mode will be | | +| | | | released in | | +| | | | 2023. After | | +| | | | this fix is | | +| | | | released, the | | +| | | | number of non- | | +| | | | whitelisted | | +| | | | connections | | +| | | | will drop back | | +| | | | down to 0. You | | +| | | | will receive a | | +| | | | follow-up | | +| | | | communication | | +| | | | once this fix | | +| | | | is released. | | +| | | | Questions: | | +| | | | Visit www.first | | +| | | | net.com/cellboo | | +| | | | sterpro or | | +| | | | contact | | +| | | | FirstNet | | +| | | | Customer Care | | +| | | | at | | +| | | | 800.574.7000. | | +| | | | *Closed Mode is | | +| | | | also known as | | +| | | | Whitelisting or | | +| | | | Closed | | +| | | | Subscriber | | +| | | | Group. | | +| | | | **Information | | +| | | | added November | | +| | | | 9, 2022. | | +| | | | Activation and | | +| | | | Registration | | +| | | | Heads Up: U.S. | | +| | | | Counties | | +| | | | (please click | | +| | | | on the | | +| | | | hyperlink to | | +| | | | view all listed | | +| | | | counties) where | | +| | | | only one radio | | +| | | | can be enabled. | | +| | | | To Activate and | | +| | | | Register the | | +| | | | Contoso Cell | | +| | | | Booster, follow | | +| | | | these steps:¶ | | +| | | | ¶ Download the | | +| | | | Contoso Cell | | +| | | | Booster app. | | +| | | | It's available | | +| | | | in the App | | +| | | | Store, iTunes | | +| | | | or the customer | | +| | | | can scan the QR | | +| | | | Code on the | | +| | | | Box/Device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription.¶ | | +| | | | ¶ Note: If the | | +| | | | QR code does | | +| | | | not work for | | +| | | | the customer, | | +| | | | then instruct | | +| | | | the customer to | | +| | | | either download | | +| | | | the Contoso Cell | | +| | | | Booster app | | +| | | | directly from | | +| | | | the App Store | | +| | | | or go to att.co | | +| | | | m/cellbooster . | | +| | | | ¶ When the app | | +| | | | is downloaded | | +| | | | and opened, the | | +| | | | first screen | | +| | | | will say | | +| | | | Welcome to Contoso | | +| | | | Cell Booster. | | +| | | | Users are asked | | +| | | | to select their | | +| | | | account type:¶ | | +| | | | Personal or | | +| | | | Small Business | | +| | | | - att.com/myatt | | +| | | | appEnterprise | | +| | | | or FirstNet | | +| | | | Subscriber Paid | | +| | | | (FirstNet | | +| | | | customer who | | +| | | | pays their own | | +| | | | bill) - | | +| | | | att.com/premier | | +| | | | FirstNet Agency | | +| | | | Paid - https:// | | +| | | | wireless.firstn | | +| | | | et.att.com ¶ | | +| | | | After the | | +| | | | account type is | | +| | | | selected, the | | +| | | | customer will | | +| | | | need to enter | | +| | | | their account | | +| | | | credentials to | | +| | | | login and | | +| | | | authenticate to | | +| | | | the portal. ¶ | | +| | | | Personal and | | +| | | | Small Business | | +| | | | uses existing | | +| | | | MyATT.com | | +| | | | username and | | +| | | | pw¶ Do not | | +| | | | create new | | +| | | | login using the | | +| | | | phone number as | | +| | | | the login (to | | +| | | | mirror | | +| | | | MicroCell). | | +| | | | Users need to | | +| | | | authenticate | | +| | | | with their | | +| | | | myContoso login. | | +| | | | ¶ Enterprise | | +| | | | uses Premier | | +| | | | username and Pa | | +| | | | sswordFirstNet | | +| | | | uses FirstNet | | +| | | | Central | | +| | | | username and | | +| | | | Password¶ When | | +| | | | the Cell | | +| | | | Booster App is | | +| | | | downloaded, an | | +| | | | end user | | +| | | | agreement | | +| | | | (EULA) must be | | +| | | | accepted, then | | +| | | | when they | | +| | | | login, the | | +| | | | Terms of | | +| | | | Service needs | | +| | | | to be accepted. | | +| | | | Once Terms of | | +| | | | Service are | | +| | | | accepted, users | | +| | | | will not be | | +| | | | required to | | +| | | | read through | | +| | | | them again. | | +| | | | After the Terms | | +| | | | of Service are | | +| | | | accepted, the | | +| | | | customer will | | +| | | | click on Setup | | +| | | | a Cell Booster | | +| | | | blue button | | +| | | | The customer | | +| | | | will then need | | +| | | | to fill out the | | +| | | | following | | +| | | | fields then | | +| | | | click Next once | | +| | | | all fields are | | +| | | | filled out:¶ | | +| | | | First NameLast | | +| | | | NameSerial | | +| | | | number of the | | +| | | | Cell Booster | | +| | | | (customer can | | +| | | | scan the QR | | +| | | | code via mobile | | +| | | | or entered | | +| | | | manually if | | +| | | | using the web | | +| | | | app; serial | | +| | | | number can be | | +| | | | found on device | | +| | | | label)Contoso | | +| | | | mobile phone | | +| | | | number for Cell | | +| | | | Booster portal | | +| | | | notificationsPr | | +| | | | eferred email | | +| | | | for Cell | | +| | | | Booster portal | | +| | | | notificationsCe | | +| | | | ll Booster | | +| | | | NicknameNote: | | +| | | | If it's a Cell | | +| | | | Booster Pro, | | +| | | | users will see | | +| | | | additional drop | | +| | | | down Cell | | +| | | | Booster Type to | | +| | | | select | | +| | | | appropriate | | +| | | | Cell Booster | | +| | | | configuration: | | +| | | | • Contoso for | | +| | | | Enterprise or | | +| | | | Small Business | | +| | | | customers. • | | +| | | | FirstNet for a | | +| | | | FirstNet agency | | +| | | | or Subscriber | | +| | | | Paid customer.¶ | | +| | | | The Enter Cell | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 56 | Does an Contoso | Yes, the | Content: The | 10 | +| | Cell Booster | Contoso Cell | Contoso Cell | | +| | work the | Booster and | Booster and | | +| | same as a | Cell Booster | Cell Booster | | +| | signal | Pro serve as | Pro serve as a | | +| | booster? | a small 4G | small 4G LTE | | +| | | LTE cell | cell tower in | | +| | | tower in the | the home or | | +| | | home or | office that | | +| | | office that | uses the | | +| | | uses the | customer's | | +| | | customer's | broadband | | +| | | broadband | Internet | | +| | | Internet | connection to | | +| | | connection | carry the call | | +| | | to carry the | or data traffic | | +| | | call or data | to the Contoso | | +| | | traffic to | network when | | +| | | the Contoso | customers | | +| | | network when | experience | | +| | | customers | difficulty with | | +| | | experience | in-home | | +| | | difficulty | coverage. | | +| | | with in-home | Important | | +| | | coverage. | Provisioning | | +| | | (Source: | Note: Contoso | | +| | | context) | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: 4072Q  | | +| | | | Contoso Cell | | +| | | | Booster Wall | | +| | | | Charger  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | 4843P  Netgear | | +| | | | Ethernet | | +| | | | Powerline  | | +| | | | $84.99 | | +| | | | Optional | | +| | | | **Professional | | +| | | | Installation is | | +| | | | not available | | +| | | | for Cell | | +| | | | Booster or for | | +| | | | IRU liability | | +| | | | types. Cell | | +| | | | Booster is Self | | +| | | | Install Only** | | +| | | |     | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | ++----+----------------+----------------+------------------+--------------+ +| 57 | Does the | There is no | Content: Back | 10 | +| | Contoso Cell | information | to Top | | +| | Booster | available on | Requirements | | +| | potentially | whether the | Equipment - | | +| | cause issues | Contoso Cell | Compatible | | +| | for other | Booster | equipment | | +| | Contoso | potentially | includes the | | +| | wireless | causes | following: | | +| | customers? | issues for | 5G Sub-6GHz, | | +| | | other Contoso | 5G+ (mmWave), | | +| | | wireless | 4G LTE, or LTE- | | +| | | customers. | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: 4072Q  | | +| | | | Contoso Cell | | +| | | | Booster Wall | | +| | | | Charger  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | 4843P  Netgear | | +| | | | Ethernet | | +| | | | Powerline  | | +| | | | $84.99 | | +| | | | Optional | | +| | | | **Professional | | +| | | | Installation is | | +| | | | not available | | +| | | | for Cell | | +| | | | Booster or for | | +| | | | IRU liability | | +| | | | types. Cell | | +| | | | Booster is Self | | +| | | | Install Only** | | +| | | |     | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | ++----+----------------+----------------+------------------+--------------+ +| 58 | Does the | Yes, the | Content: Back | 10 | +| | customer | Contoso Cell | to Top | | +| | have to be | Booster and | Requirements | | +| | in an area | Cell Booster | Equipment - | | +| | that already | Pro must be | Compatible | | +| | offers 4G | physically | equipment | | +| | LTE service? | located | includes the | | +| | | within | following: | | +| | | licensed | 5G Sub-6GHz, | | +| | | Contoso | 5G+ (mmWave), | | +| | | coverage | 4G LTE, or LTE- | | +| | | area and the | capable phones | | +| | | customer | Connected | | +| | | must have an | Wearables, | | +| | | E911 | Tablets and | | +| | | registered | Laptops | | +| | | physical | Wireless Home | | +| | | location | Phone: | | +| | | address. | Premier, | | +| | | Post office | FirstNet | | +| | | box and | Central, and | | +| | | rural route | myContoso | | +| | | addresses | Account:  The | | +| | | are not | customer must | | +| | | valid. | have a | | +| | | (Source: | registered | | +| | | context) | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: | | +| | | | considered 4G | | +| | | | devices. If | | +| | | | Yes: Customers | | +| | | | are allowed to | | +| | | | provision an | | +| | | | unlimited data | | +| | | | plan that is | | +| | | | compatible with | | +| | | | the new device | | +| | | | type: Select | | +| | | | the appropriate | | +| | | | plan following | | +| | | | Choosing an | | +| | | | Unlimited | | +| | | | Smartphone Data | | +| | | | Plan Correctly | | +| | | | - BCSS. | | +| | | | Attempt to add | | +| | | | the plan in the | | +| | | | billing system. | | +| | | | Exception: | | +| | | | Consumer groups | | +| | | | should change | | +| | | | the plan in | | +| | | | Telegence. If | | +| | | | the plan is | | +| | | | unavailable: | | +| | | | Provision the | | +| | | | line with a | | +| | | | tiered data | | +| | | | plan to cover | | +| | | | the customer's | | +| | | | usage until an | | +| | | | unlimited plan | | +| | | | can be added. | | +| | | | Submit a | | +| | | | Clarify case to | | +| | | | add the | | +| | | | unlimited data | | +| | | | plan. Use | | +| | | | the OPUS > | | +| | | | Unable to | | +| | | | Complete | | +| | | | Transaction > | | +| | | | Expired | | +| | | | Feature/SOC | | +| | | | case type. | | +| | | | Set customer | | +| | | | expectations on | | +| | | | case | | +| | | | resolution. If | | +| | | | No: Determine | | +| | | | if the customer | | +| | | | is on a | | +| | | | Government CRU | | +| | | | FAN: If Yes: | | +| | | | CRU Government | | +| | | | Customers | | +| | | | Upgrading to | | +| | | | LTE: An | | +| | | | Offer Element | | +| | | | in FaST allows | | +| | | | for custom | | +| | | | government | | +| | | | plans. A | | +| | | | custom LTE | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan must be | | +| | | | provisioned. | | +| | | | Grandfathered | | +| | | | unlimited LTE | | +| | | | smartphone data | | +| | | | plans are not | | +| | | | allowed. | | +| | | | Provision: | | +| | | | Select the | | +| | | | appropriate | | +| | | | plan following | | +| | | | Choosing an | | +| | | | Unlimited | | +| | | | Smartphone Data | | +| | | | Plan Correctly | | +| | | | - BCSS. Add | | +| | | | the plan in the | | +| | | | billing system: | | +| | | | If the plan is | | +| | | | unavailable, | | +| | | | refer the | | +| | | | customer to | | +| | | | their Module | | +| | | | Primary in FaST | | +| | | | or refer to FAN | | +| | | | Profile Updates | | +| | | | - FaST - BCSS. | | +| | | | If No: | | +| | | | Customers are | | +| | | | allowed to | | +| | | | provision an | | +| | | | unlimited data | | +| | | | plan that is | | +| | | | compatible with | | +| | | | the new device | | +| | | | type: Select | | +| | | | the appropriate | | +| | | | plan following | | +| | | | Choosing an | | +| | | | Unlimited | | +| | | | Smartphone Data | | +| | | | Plan Correctly | | +| | | | - BCSS. | | +| | | | Attempt to add | | +| | | | the plan in the | | +| | | | billing system. | | +| | | | Exception: | | +| | | | Consumer groups | | +| | | | should change | | +| | | | the plan in | | +| | | | Telegence. If | | +| | | | the plan is | | +| | | | unavailable: | | +| | | | Provision the | | +| | | | line with a | | +| | | | tiered data | | +| | | | plan to cover | | +| | | | the customer's | | +| | | | usage until an | | +| | | | unlimited plan | | +| | | | can be added. | | +| | | | Submit a | | +| | | | Clarify case to | | +| | | | add the | | +| | | | unlimited data | | +| | | | plan: Use | | +| | | | the OPUS > | | +| | | | Unable to | | +| | | | Complete | | +| | | | Transaction > | | +| | | | Expired | | +| | | | Feature/SOC | | +| | | | case type. | | +| | | | Set customer | | +| | | | expectations on | | +| | | | case | | +| | | | resolution. | | +| | | | Accidental | | +| | | | Removal (for | | +| | | | example during | | +| | | | troubleshooting | | +| | | | or a misunderst | | +| | | | anding) File | | +| | | | an Unable to | | +| | | | Complete | | +| | | | Transaction | | +| | | | Clarify case. | | +| | | | Note the | | +| | | | account with | | +| | | | all pertinent | | +| | | | information. | | +| | | | Submit a | | +| | | | Clarify case to | | +| | | | add the | | +| | | | unlimited data | | +| | | | plan: Use | | +| | | | the OPUS > | | +| | | | Unable to | | +| | | | Complete | | +| | | | Transaction > | | +| | | | Expired | | +| | | | Feature/SOC | | +| | | | case type. Set | | +| | | | customer | | +| | | | expectations on | | +| | | | case | | +| | | | resolution. | | +| | | | Select a | | +| | | | Current | | +| | | | Smartphone Data | | +| | | | Plan (Tiered | | +| | | | Data) For | | +| | | | talking points | | +| | | | highlighting | | +| | | | the benefits of | | +| | | | smartphone data | | +| | | | plans (tiered | | +| | | | data), refer to | | +| | | | Eligibility and | | +| | | | Restrictions | | +| | | | for Smartphone | | +| | | | Data Tiered | | +| | | | Data Rate | | +| | | | Plans.. If the | | +| | | | customer agrees | | +| | | | to using a | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data), change | | +| | | | the rate plan | | +| | | | in the billing | | +| | | | system and | | +| | | | notate the acco | | +| | | | unt.Exception: | | +| | | | Consumer groups | | +| | | | should change | | +| | | | the plan in | | +| | | | Telegence. If | | +| | | | the customer | | +| | | | does not agree | | +| | | | to using a | | +| | | | smartphone data | | +| | | | plan (tiered | | +| | | | data), advise | | +| | | | the customer | | +| | | | that in order | | +| | | | to use a | | +| | | | smartphone | | +| | | | device, a | | +| | | | current tiered | | +| | | | data plan is | | +| | | | required: If | | +| | | | the customer | | +| | | | asks for a | | +| | | | supervisor or | | +| | | | manager to | | +| | | | escalate, refer | | +| | | | to Escalations. | | +| | | | See | | +| | | | Valid/Invalid | | +| | | | Reasons to | | +| | | | submit an | | +| | | | Unable to | | +| | | | Complete | | +| | | | Transaction | | +| | | | Clarify case to | | +| | | | re-add a | | +| | | | Grandfathered | | +| | | | Unlimited Data | | +| | | | Feature. | | +| | | | Notate account | | +| | | | and/or assist | | +| | | | with any other | | +| | | | issues and | | +| | | | close the call. | | +| | | | Valid/Invalid | | +| | | | Reasons to | | +| | | | Submit an | | +| | | | Unable to | | +| | | | Complete | | +| | | | Transaction | | +| | | | Case All | | +| | | | Clarify cases | | +| | | | requesting | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | for an invalid | | +| | | | reason are | | +| | | | rejected to the | | +| | | | submitting | | +| | | | specialist for | | +| | | | customer | | +| | | | notification. | | +| | | | Do not submit a | | +| | | | Clarify case | | +| | | | unless the | | +| | | | customer is | | +| | | | eligible per | | +| | | | the following | | +| | | | or unless you | | +| | | | have a call | | +| | | | center | | +| | | | director's | | +| | | | approval. | | +| | | | Valid Reasons | | +| | | | CRU Transfer of | | +| | | | Billing | | +| | | | Responsibility | | +| | | | (ToBR): CRU | | +| | | | customers | | +| | | | performing a | | +| | | | ToBR to SIG may | | +| | | | retain their | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan. | | +| | | | Exception: If | | +| | | | the current | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan is | | +| | | | restricted to | | +| | | | CRU, they are | | +| | | | required to | | +| | | | choose a plan | | +| | | | available to | | +| | | | SIG or | | +| | | | Consumer. | | +| | | | Relocations: | | +| | | | All customers | | +| | | | performing a | | +| | | | relocation may | | +| | | | retain their | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan. | | +| | | | Enrollment/FAN | | +| | | | Moves: | | +| | | | Customers with | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans may keep | | +| | | | their plans | | +| | | | during | | +| | | | Enrollments/FAN | | +| | | | moves.Exception | | +| | | | : If the | | +| | | | current | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan is | | +| | | | restricted to | | +| | | | CRU, they are | | +| | | | required to | | +| | | | choose a plan | | +| | | | available to | | +| | | | SIG or | | +| | | | Consumer. | | +| | | | Customers with | | +| | | | custom/restrict | | +| | | | ed unlimited | | +| | | | smartphone data | | +| | | | plans may keep | | +| | | | their plans | | +| | | | during | | +| | | | Enrollments/FAN | | +| | | | moves Source: | | +| | | | Content: T LTE | | +| | | | UNL PLUS | | +| | | | Access for | | +| | | | Smartphone 4G | | +| | | | LTE with VVM | | +| | | | SDFSPLP4B | | +| | | | $60mo. SMT LTE | | +| | | | VV UN PLS | | +| | | | Access for | | +| | | | Basic Phone | | +| | | | SDFVPNP4B | | +| | | | $35mo. PHONE | | +| | | | UNL PLUS | | +| | | | Access for | | +| | | | Basic Phone 4G | | +| | | | LTE SDFVLNP4B | | +| | | | $35mo. PHONE | | +| | | | LTE UN PLUS | | +| | | | Access for iPad | | +| | | | SDPIPDUP | | +| | | | $20mo. IPD UN | | +| | | | PLUS | | +| | | | Access for iPad | | +| | | | 4G LTE | | +| | | | SDPIPDLUP | | +| | | | $20mo. IPD LTE | | +| | | | UN PLUS | | +| | | | Access for | | +| | | | Tablet SDFTBUP | | +| | | | $20mo. TAB UN | | +| | | | PLUS | | +| | | | Access for | | +| | | | Tablet 4G LTE | | +| | | | SDPTBLUP | | +| | | | $20mo. TAB LTE | | +| | | | UN PLUS | | +| | | | Access for iPad | | +| | | | mini on 4G LTE | | +| | | | SDPIPMLUP | | +| | | | $20mo. IPDM | | +| | | | LTE UN PLUS | | +| | | | Access for | | +| | | | Wireless Home | | +| | | | Phone SDFWHPUP | | +| | | | $20mo. WHP UNL | | +| | | | Access for | | +| | | | Wearables | | +| | | | SDFWRUP $10mo. | | +| | | | Wear Un Plus | | +| | | | Access for | | +| | | | Wearable 4G LTE | | +| | | | SDFWRIUP | | +| | | | $10mo. Wear I | | +| | | | LTE Un Plus | | +| | | | Access for | | +| | | | Wearables 4G | | +| | | | LTE SDFWRLUP | | +| | | | $10mo. Wear | | +| | | | LTE Un Plus | | +| | | | Access for | | +| | | | Camera | | +| | | | SDFCAMPP | | +| | | | $20mo. Cam Un | | +| | | | Plus | | +| | | | Access for | | +| | | | Camera 4G LTE | | +| | | | SDPCAMLPP | | +| | | | $20mo. Cam LTE | | +| | | | Un Plus | | +| | | | Access for GM | | +| | | | Connected Car | | +| | | | for Business | | +| | | | SDPGMUPB | | +| | | | $20mo. UNL | | +| | | | PLUS GM CC BZ | | +| | | | Basic with | | +| | | | Private Wi-Fi | | +| | | | Plan Data SOC | | +| | | | Data Plan | | +| | | | Charge | | +| | | | Description | | +| | | | Business | | +| | | | Unlimited Basic | | +| | | | with Private | | +| | | | Wi-Fi Multi | | +| | | | Line SDGUNB4MB | | +| | | | $75mo. BIZ UN | | +| | | | BAS WIFI MULT | | +| | | | Business | | +| | | | Unlimited Basic | | +| | | | with Private | | +| | | | Wi-Fi One Line | | +| | | | SDGUNB41B | | +| | | | $45mo. BIZ UN | | +| | | | BAS WIFI ONE | | +| | | | Device Device | | +| | | | SOC Access | | +| | | | Charge | | +| | | | Description | | +| | | | Access for | | +| | | | BlackBerry | | +| | | | SDFBBNB4B | | +| | | | $60mo. BB UNL | | +| | | | BASIC | | +| | | | Access for | | +| | | | BlackBerry with | | +| | | | Visual VM | | +| | | | SDFBBB4B | | +| | | | $60mo. BB VV | | +| | | | UNL BASIC | | +| | | | Access for | | +| | | | BlackBerry 4G | | +| | | | LTE SDFBLNB4B | | +| | | | $60mo. BB LTE | | +| | | | UN BASIC | | +| | | | Access for | | +| | | | BlackBerry 4G | | +| | | | LTE with VVM | | +| | | | SDFBBLB4B | | +| | | | $60mo. BB LT | | +| | | | VV UN BASIC | | +| | | | Access for | | +| | | | iPhone | | +| | | | SDFIPNB4B | | +| | | | $60mo. IPH UNL | | +| | | | BASIC | | +| | | | Access for | | +| | | | iPhone with | | +| | | | Visual | | +| | | | Voicemail | | +| | | | SDFIPB4B | | +| | | | $60mo. IPH VV | | +| | | | UNL BASIC | | +| | | | Access for | | +| | | | iPhone 4G LTE | | +| | | | SDFILNB4B | | +| | | | $60mo. IPH LTE | | +| | | | UN BASIC | | +| | | | Access for | | +| | | | iPhone 4G LTE | | +| | | | with VVM | | +| | | | SDFIPLB4B | | +| | | | $60mo. IPH LT | | +| | | | VV UN BASIC | | +| | | | Access for | | +| | | | Smartphone | | +| | | | SDFSNB4B | | +| | | | $60mo. SMT UNL | | +| | | | BASIC | | +| | | | Access for | | +| | | | Smartphone 4G | | +| | | | LTE SDFSLNB4B | | +| | | | $60mo. SMT LTE | | +| | | | UN BASIC | | +| | | | Access for | | +| | | | Smartphone with | | +| | | | 4G LTE with VVM | | +| | | | SDFSPLB4B | | +| | | | $60mo. SMT LT | | +| | | | VV UN BASIC | | +| | | | Access for | | +| | | | Basic Phone | | +| | | | SDFVPNB4B | | +| | | | $35mo. PHONE | | +| | | | UNL BASIC | | +| | | | Source: | | +| | | | Content: | | +| | | | ibility | | +| | | | Eligible | | +| | | | Devices: | | +| | | | Smartphones1, | | +| | | | basic phones1, | | +| | | | tablets1, | | +| | | | wearables1, | | +| | | | Connected Cars, | | +| | | | cameras, Harman | | +| | | | Spark, AWI | | +| | | | (voice only) | | +| | | | 5G+ service is | | +| | | | not available | | +| | | | in most areas; | | +| | | | it is only | | +| | | | available in | | +| | | | very limited | | +| | | | parts of | | +| | | | specific | | +| | | | cities. | | +| | | | Requires a | | +| | | | compatible 5G+ | | +| | | | device. Other | | +| | | | restriction's | | +| | | | apply. See att. | | +| | | | com/5Gforyou | | +| | | | for details. | | +| | | | 5G service is | | +| | | | not available | | +| | | | everywhere. | | +| | | | Requires a | | +| | | | compatible 5G | | +| | | | device. See att | | +| | | | .com/5Gforyou | | +| | | | for details. | | +| | | | Ineligible | | +| | | | Devices: Contoso | | +| | | | Wireless | | +| | | | Internet, | | +| | | | Dedicated | | +| | | | Mobile Hotspot, | | +| | | | WHPI , and | | +| | | | Laptop Connect | | +| | | | Air cards. | | +| | | | Fraud Call | | +| | | | Blocking and | | +| | | | Spam Warnings | | +| | | | Plans include | | +| | | | Contoso Call | | +| | | | Protect Basic, | | +| | | | which detects | | +| | | | and blocks | | +| | | | calls from | | +| | | | likely | | +| | | | fraudsters and | | +| | | | provides | | +| | | | customers with | | +| | | | on-screen | | +| | | | warnings when a | | +| | | | call originates | | +| | | | from a | | +| | | | suspicious | | +| | | | source. See | | +| | | | Contoso Call | | +| | | | Protect. | | +| | | | Mexico and | | +| | | | Canada Usage | | +| | | | Roaming in | | +| | | | Mexico and | | +| | | | Canada: | | +| | | | Customers can | | +| | | | talk, text, and | | +| | | | use plan data | | +| | | | in Mexico and | | +| | | | Canada with no | | +| | | | roaming | | +| | | | charges. | | +| | | | Mexico and | | +| | | | Canada usage is | | +| | | | built into the | | +| | | | unlimited | | +| | | | plans. As of | | +| | | | May 2018, the | | +| | | | usage | | +| | | | restriction | | +| | | | when a device | | +| | | | has 50% data | | +| | | | usage in Canada | | +| | | | and Mexico over | | +| | | | 2 consecutive | | +| | | | months is no | | +| | | | longer | | +| | | | enforced. | | +| | | | Calls from the | | +| | | | U.S. to Canada | | +| | | | and Mexico: | | +| | | | Customers get | | +| | | | International | | +| | | | Long Distance | | +| | | | (ILD) service | | +| | | | to call from | | +| | | | the US to | | +| | | | Canada & | | +| | | | Mexico. Plans | | +| | | | also permit | | +| | | | calls to | | +| | | | countries other | | +| | | | than Canada and | | +| | | | Mexico: Per | | +| | | | minute pay-per- | | +| | | | use rates apply | | +| | | | unless an ILD | | +| | | | service package | | +| | | | is added to the | | +| | | | line. | | +| | | | Customers can't | | +| | | | share packages | | +| | | | among the | | +| | | | group. Charges | | +| | | | may apply to | | +| | | | special or | | +| | | | premium service | | +| | | | numbers. Rates | | +| | | | are subject to | | +| | | | change without | | +| | | | notice. Use | | +| | | | Calling the | | +| | | | World for Less | | +| | | | then select the | | +| | | | Talk, Text or | | +| | | | FAQ tabs to | | +| | | | learn more. | | +| | | | Mexico and | | +| | | | Canada usage: | | +| | | | Applies on | | +| | | | phones | | +| | | | (Smartphones | | +| | | | and | | +| | | | feature/basic) | | +| | | | and tablets. | | +| | | | Excludes all | | +| | | | other device | | +| | | | types. | | +| | | | Unlimited Talk, | | +| | | | Text, and Use | | +| | | | of Data | | +| | | | Unlimited Talk | | +| | | | within U.S., | | +| | | | Puerto Rico, | | +| | | | US/VI (domestic | | +| | | | coverage area), | | +| | | | Mexico, and | | +| | | | Canada. | | +| | | | Unlimited Talk | | +| | | | from the U.S. | | +| | | | to Mexico and | | +| | | | Canada. | | +| | | | Unlimited Texts | | +| | | | from the U.S. | | +| | | | to over 120 | | +| | | | countries. See | | +| | | | att.com/text2wo | | +| | | | rld. Video | | +| | | | Quality | | +| | | | Business | | +| | | | Unlimited | | +| | | | Elite: 4K UHD | | +| | | | or HD | | +| | | | Definition (if | | +| | | | available). | | +| | | | Business | | +| | | | Unlimited | | +| | | | Performance: | | +| | | | High Definition | | +| | | | (about 1080p) | | +| | | | with Video | | +| | | | Management | | +| | | | turned off. | | +| | | | Business | | +| | | | Unlimited | | +| | | | Starter: | | +| | | | Standard | | +| | | | Definition | | +| | | | (2Mbps for | | +| | | | customers on a | | +| | | | 5G compatible | | +| | | | device, or | | +| | | | 1.5Mbps for | | +| | | | other | | +| | | | customers). | | +| | | | Procedures | | +| | | | Before | | +| | | | provisioning | | +| | | | the plan, set | | +| | | | up any | | +| | | | ineligible | | +| | | | devices using | | +| | | | these options: | | +| | | | Internet Device | | +| | | | Data Plan or | | +| | | | Contoso Wireless | | +| | | | Internet Plan. | | +| | | | Select the | | +| | | | appropriate | | +| | | | plan. | | +| | | | Add/change the | | +| | | | service to the | | +| | | | plan using the | | +| | | | current date | | +| | | | for the | | +| | | | effective date. | | +| | | | Add new device | | +| | | | activations, if | | +| | | | applicable. | | +| | | | Once the plan | | +| | | | change is | | +| | | | complete, | | +| | | | existing | | +| | | | current or | | +| | | | grandfathered | | +| | | | Mobile Share or | | +| | | | Unlimited plan | | +| | | | customers need | | +| | | | to power cycle | | +| | | | their devices | | +| | | | to have plan | | +| | | | changes take | | +| | | | effect | | +| | | | immediately. | | +| | | | Devices are | | +| | | | systematically | | +| | | | provisioned | | +| | | | within 24 - 48 | | +| | | | hours. Note | | +| | | | the account. | | +| | | | Needs: Plan and | | +| | | | Features > Rate | | +| | | | Plan > Rate | | +| | | | Plan | | +| | | | Resolution: | | +| | | | Changed Rate | | +| | | | Plan and | | +| | | | Advised of | | +| | | | Effective Date | | +| | | | System | | +| | | | Reminders If | | +| | | | parked | | +| | | | equipment | | +| | | | exists, make | | +| | | | the plan change | | +| | | | effective with | | +| | | | the current | | +| | | | date. If OPUS | | +| | | | does not allow | | +| | | | the plan | | +| | | | change, request | | +| | | | the customer | | +| | | | make the plan | | +| | | | change once | | +| | | | their order | | +| | | | arrives using | | +| | | | myContoso. | | +| | | | Attempting to | | +| | | | add more than | | +| | | | the approved | | +| | | | lines to an | | +| | | | account creates | | +| | | | a system error. | | +| | | | SOCs Contoso | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | Shared Data | | +| | | | Plan Short | | +| | | | Descriptions | | +| | | | Monthly Charge | | +| | | | SDGUNR5B | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | $100 | | +| | | | Smartphones / | | +| | | | Basic Phones | | +| | | | SDFCRBBN | | +| | | | Access for | | +| | | | BlackBerry $75 | | +| | | | SDFCRBBV | | +| | | | Access for | | +| | | | BlackBerry with | | +| | | | Visual VM $75 | | +| | | | SDFCRBBLN | | +| | | | Access for | | +| | | | BlackBerry 4G | | +| | | | LTE $75 | | +| | | | SDFCRBBLV | | +| | | | Access for | | +| | | | BlackBerry 4G | | +| | | | LTE w/ VVM $75 | | +| | | | SDFCRIPN | | +| | | | Access for | | +| | | | iPhone $75 | | +| | | | SDFCRIPV | | +| | | | Access for | | +| | | | iPhone with VVM | | +| | | | $75 SDFCRIPLN | | +| | | | Access for | | +| | | | iPhone 4G LTE | | +| | | | Source: | | +| | | | Content: the | | +| | | | tiered data | | +| | | | plans, people | | +| | | | can save up to | | +| | | | 20% off their | | +| | | | total wireless | | +| | | | bill and up to | | +| | | | 50% off their | | +| | | | wireless data | | +| | | | plan compared | | +| | | | to the retired | | +| | | | unlimited data | | +| | | | plans, making | | +| | | | smartphones | | +| | | | affordable for | | +| | | | the first time | | +| | | | to new segments | | +| | | | of consumers. | | +| | | | Tethering Can | | +| | | | I tether with | | +| | | | my unlimited | | +| | | | smartphone data | | +| | | | plan?Customers | | +| | | | are required to | | +| | | | have a data | | +| | | | plan with | | +| | | | tethering to | | +| | | | take advantage | | +| | | | of this | | +| | | | service. If the | | +| | | | FAN allows for | | +| | | | custom plans, | | +| | | | then the | | +| | | | billing system | | +| | | | displays the | | +| | | | custom plans | | +| | | | allowed by | | +| | | | their | | +| | | | profile.If I | | +| | | | currently have | | +| | | | BlackBerry | | +| | | | Unlimited, plus | | +| | | | tethering | | +| | | | (bolt-on), and | | +| | | | I upgrade to an | | +| | | | iPhone, do I | | +| | | | keep my | | +| | | | unlimited | | +| | | | DataPlus | | +| | | | tethering | | +| | | | plan?In this | | +| | | | case, there are | | +| | | | two options. If | | +| | | | you want to | | +| | | | continue to | | +| | | | have the option | | +| | | | to tether, and | | +| | | | you move from a | | +| | | | BlackBerry to | | +| | | | an iPhone, you | | +| | | | may choose from | | +| | | | the available | | +| | | | tiered options: | | +| | | | DataPro 4GB for | | +| | | | iPhone + | | +| | | | Tethering at | | +| | | | $45 DataPro | | +| | | | 4GB for iPhone | | +| | | | Enterprise + | | +| | | | Tethering at | | +| | | | $60 DataPro | | +| | | | 5GB for iPhone | | +| | | | + Tethering at | | +| | | | $50 DataPro | | +| | | | 5GB for iPhone | | +| | | | Enterprise + | | +| | | | Tethering at | | +| | | | $65 However, | | +| | | | if you wish to | | +| | | | keep an | | +| | | | unlimited | | +| | | | option, you may | | +| | | | move to an | | +| | | | unlimited | | +| | | | iPhone data | | +| | | | rate plan but | | +| | | | it does not | | +| | | | have the | | +| | | | tethering | | +| | | | option. All | | +| | | | iPhone | | +| | | | tethering plans | | +| | | | are limited to | | +| | | | 5GB of data | | +| | | | usage or less. | | +| | | | International | | +| | | | Can I move from | | +| | | | an | | +| | | | international | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone plan | | +| | | | to a domestic | | +| | | | grandfathered | | +| | | | smartphone | | +| | | | plan?Yes. | | +| | | | Moving from an | | +| | | | international | | +| | | | unlimited plan | | +| | | | to a domestic | | +| | | | unlimited plan | | +| | | | is allowed.Can | | +| | | | I move from a | | +| | | | domestic | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone plan | | +| | | | to an | | +| | | | international | | +| | | | grandfathered | | +| | | | smartphone | | +| | | | plan?No. Moving | | +| | | | from a domestic | | +| | | | unlimited plan | | +| | | | to an | | +| | | | international | | +| | | | unlimited plan | | +| | | | is not allowed | | +| | | | unless the | | +| | | | customer has a | | +| | | | custom/restrict | | +| | | | ed Offer | | +| | | | Element on | | +| | | | their FAN that | | +| | | | allows for the | | +| | | | custom/restrict | | +| | | | ed | | +| | | | international | | +| | | | unlimited plan. | | +| | | | If this Offer | | +| | | | Element is | | +| | | | present, the | | +| | | | billing system | | +| | | | displays the | | +| | | | unlimited | | +| | | | international | | +| | | | plans that are | | +| | | | available. | | +| | | | Basic/Quick | | +| | | | Messaging If | | +| | | | my Basic/Quick | | +| | | | Messaging | | +| | | | Device is | | +| | | | already on an | | +| | | | unlimited data | | +| | | | plan and I | | +| | | | upgrade to a | | +| | | | smartphone, can | | +| | | | I keep my | | +| | | | existing | | +| | | | unlimited | | +| | | | plan?No. When | | +| | | | moving from a | | +| | | | Basic/Quick | | +| | | | Messaging | | +| | | | Device to a | | +| | | | smartphone, one | | +| | | | of the new- | | +| | | | tiered | | +| | | | smartphone data | | +| | | | plans must be | | +| | | | chosen. Only | | +| | | | customers | | +| | | | upgrading from | | +| | | | a smartphone to | | +| | | | a smartphone | | +| | | | are allowed to | | +| | | | maintain an | | +| | | | unlimited data | | +| | | | plan. Transfer | | +| | | | of Billing | | +| | | | Responsibility | | +| | | | (ToBR) When I | | +| | | | complete a | | +| | | | ToBR, can my | | +| | | | line keep the | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan?CRU | | +| | | | customers who | | +| | | | perform a ToBR | | +| | | | to a SIG may | | +| | | | keep the | | +| | | | grandfathered | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan if the | | +| | | | plan allows SIG | | +| | | | usage. ToBRs | | +| | | | performed for | | +| | | | any other | | +| | | | customer type | | +| | | | are only | | +| | | | allowed to keep | | +| | | | the plan if the | | +| | | | ToBR | | +| | | | transaction | | +| | | | does not remove | | +| | | | the rate | | +| | | | plan.When I | | +| | | | complete a | | +| | | | ToBR, can my | | +| | | | line keep the | | +| | | | custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan?Custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are | | +| | | | exclusive to | | +| | | | FANs with Offer | | +| | | | Elements | | +| | | | allowing those | | +| | | | custom plans. | | +| | | | Customers who | | +| | | | complete a ToBR | | +| | | | can only keep | | +| | | | the custom | | +| | | | unlimited | | +| | | | smartphone plan | | +| | | | if the target | | +| | | | account has a | | +| | | | FAN with Offer | | +| | | | Elements | | +| | | | allowing that | | +| | | | custom plan. | | +| | | | Government on | | +| | | | Custom LTE | | +| | | | Unlimited | | +| | | | Smartphone Data | | +| | | | Plans When I | | +| | | | complete a | | +| | | | Government CRU | | +| | | | ToBR to a SIG, | | +| | | | can my line | | +| | | | keep the custom | | +| | | | LTE unlimited | | +| | | | smartphone data | | +| | | | plan?Custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plans are | | +| | | | exclusive to | | +| | | | FANs with Offer | | +| | | | Elements | | +| | | | allowing those | | +| | | | custom plans. | | +| | | | Customers who | | +| | | | complete a ToBR | | +| | | | can only keep | | +| | | | the custom | | +| | | | unlimited | | +| | | | smartphone data | | +| | | | plan if the | | +| | | | target account | | +| | | | has a FAN with | | +| | | | Offer Elements | | +| | | | allowing that | | +| | | | custom plan. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 59 | Does the | Yes, a valid | Content: Back | 10 | +| | customer | email | to Top | | +| | need to have | address is | Requirements | | +| | a valid | required for | Equipment - | | +| | email | the customer | Compatible | | +| | address to | to register | equipment | | +| | register an | an Contoso Cell | includes the | | +| | Contoso Cell | Booster. | following: | | +| | Booster ? | (Source: | 5G Sub-6GHz, | | +| | | context) | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: | | +| | | | Booster | | +| | | | Location screen | | +| | | | will appear | | +| | | | asking for the | | +| | | | following | | +| | | | information | | +| | | | below. Once | | +| | | | complete, click | | +| | | | Next¶ Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | optional¶ On | | +| | | | the Confirm | | +| | | | Cell Booster | | +| | | | Info screen, | | +| | | | the customer is | | +| | | | to review the | | +| | | | fields they | | +| | | | just filled | | +| | | | out. If | | +| | | | anything needs | | +| | | | to be edited, | | +| | | | advise the | | +| | | | customer to | | +| | | | click the back | | +| | | | arrow on the | | +| | | | top left to | | +| | | | edit fields. If | | +| | | | all fields are | | +| | | | accurate, click | | +| | | | the Confirm | | +| | | | button. The | | +| | | | Registration | | +| | | | Successful | | +| | | | screen will | | +| | | | appear, advise | | +| | | | the customer to | | +| | | | click the Next | | +| | | | button at the | | +| | | | bottom of the | | +| | | | screen. Once | | +| | | | the device is | | +| | | | successfully | | +| | | | registered, the | | +| | | | customer will | | +| | | | be guided | | +| | | | through setup | | +| | | | and | | +| | | | installation | | +| | | | steps/screens | | +| | | | in the Contoso | | +| | | | Cell Booster | | +| | | | app or web | | +| | | | portal. The | | +| | | | first screen to | | +| | | | appear will be | | +| | | | Find the best | | +| | | | place for your | | +| | | | Cell Booster. | | +| | | | Advise the | | +| | | | customer that | | +| | | | once the device | | +| | | | is activated, | | +| | | | set it upright | | +| | | | or mount it to | | +| | | | a wall. Click | | +| | | | Next Locate | | +| | | | the yellow- | | +| | | | colored | | +| | | | Ethernet cable | | +| | | | in the box. | | +| | | | Once unwrapped, | | +| | | | connect one end | | +| | | | to the yellow | | +| | | | colored | | +| | | | Ethernet port. | | +| | | | Next, connect | | +| | | | the other end | | +| | | | of the Ethernet | | +| | | | cable to the | | +| | | | customer's | | +| | | | internet | | +| | | | gateway/router. | | +| | | | Push firmly on | | +| | | | each end of the | | +| | | | cable until it | | +| | | | clicks; click | | +| | | | Next. ¶ Heads | | +| | | | Up: If the | | +| | | | customer is not | | +| | | | sure which port | | +| | | | to use on their | | +| | | | internet | | +| | | | gateway/router, | | +| | | | any open | | +| | | | similar looking | | +| | | | port should | | +| | | | work and is | | +| | | | usually labeled | | +| | | | LAN¶ Attach | | +| | | | the GPS antenna | | +| | | | to the window | | +| | | | if one is | | +| | | | nearby. Make | | +| | | | sure the window | | +| | | | is clean so | | +| | | | that the | | +| | | | antenna adheres | | +| | | | securely, once | | +| | | | complete click | | +| | | | Next Plug the | | +| | | | power cable | | +| | | | into the Cell | | +| | | | Booster and | | +| | | | into a nearby | | +| | | | outlet. This is | | +| | | | the last step | | +| | | | to install and | | +| | | | once complete, | | +| | | | click Finish to | | +| | | | go to the Home | | +| | | | Page which will | | +| | | | display the | | +| | | | Cell Booster | | +| | | | under their | | +| | | | account. On | | +| | | | the Main page, | | +| | | | the customer | | +| | | | may see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about | | +| | | | 1min for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will displayed | | +| | | | Registered. ¶ | | +| | | | Note: The | | +| | | | customer will | | +| | | | get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with a summary | | +| | | | of their Cell | | +| | | | Booster | | +| | | | information | | +| | | | entered via the | | +| | | | mobile app or | | +| | | | portal.¶ Heads | | +| | | | Up: Cell | | +| | | | Booster Pro has | | +| | | | an optional | | +| | | | Power of | | +| | | | Ethernet | | +| | | | (POE)++ | | +| | | | splitter to | | +| | | | provide power | | +| | | | as an | | +| | | | alternative to | | +| | | | the power | | +| | | | supply. Note: | | +| | | | On the Main | | +| | | | Page, the | | +| | | | customers may | | +| | | | see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about 1 | | +| | | | minute for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will display | | +| | | | Registered. | | +| | | | Additional | | +| | | | Note: Customer | | +| | | | will get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with summary of | | +| | | | their Cell | | +| | | | Booster | | +| | | | information | | +| | | | input into | | +| | | | mobile app or | | +| | | | the portal. | | +| | | | After | | +| | | | registration | | +| | | | and set-up is | | +| | | | complete, Contoso | | +| | | | Cell Booster | | +| | | | will go through | | +| | | | an activation | | +| | | | sequence in the | | +| | | | Network. Device | | +| | | | activation can | | +| | | | take up to an | | +| | | | hour to | | +| | | | complete. The | | +| | | | customer will | | +| | | | receive an | | +| | | | email and SMS | | +| | | | notification | | +| | | | once the device | | +| | | | has complete | | +| | | | activation and | | +| | | | is enabled for | | +| | | | use. The device | | +| | | | LED's will turn | | +| | | | solid white in | | +| | | | the following | | +| | | | sequence as | | +| | | | steps are | | +| | | | completed: | | +| | | | Power > | | +| | | | Internet > GPS | | +| | | | > LTE > Status | | +| | | | Note: The | | +| | | | customer can | | +| | | | also check the | | +| | | | device status | | +| | | | in the portal | | +| | | | by selecting | | +| | | | the arrow next | | +| | | | to the device | | +| | | | on the Home | | +| | | | page to get | | +| | | | additional | | +| | | | status for that | | +| | | | device | | +| | | | including any | | +| | | | errors | | +| | | | encountered | | +| | | | during | | +| | | | activation. An | | +| | | | email or SMS | | +| | | | notification | | +| | | | will also be | | +| | | | sent to the | | +| | | | customer | | +| | | | showing the | | +| | | | progress as | | +| | | | well as if any | | +| | | | specific error | | +| | | | occur during | | +| | | | activation. ¶ | | +| | | | ¶ Activation | | +| | | | Failure¶ On | | +| | | | the Home page, | | +| | | | if the | | +| | | | activation | | +| | | | failed, a red | | +| | | | circle with an | | +| | | | exclamation | | +| | | | point will | | +| | | | appear on the | | +| | | | Cell Booster | | +| | | | image along | | +| | | | with the error | | +| | | | and | | +| | | | instructions. | | +| | | | The customer | | +| | | | should follow | | +| | | | the | | +| | | | instructions | | +| | | | provided to | | +| | | | resolve the | | +| | | | issue. Initial | | +| | | | troubleshooting | | +| | | | are always to | | +| | | | unplug the | | +| | | | power cord and | | +| | | | plug back in | | +| | | | (power cycle) | | +| | | | or to | | +| | | | disconnect the | | +| | | | device and | | +| | | | attempt | | +| | | | registration | | +| | | | again. ¶ ¶ | | +| | | | Back to Top | | +| | | | Location | | +| | | | Updates and | | +| | | | Disconnect | | +| | | | Adding or | | +| | | | Moving a Cell | | +| | | | Booster | | +| | | | Location¶ ¶ | | +| | | | The customer | | +| | | | can add another | | +| | | | location or | | +| | | | move their | | +| | | | device to | | +| | | | another | | +| | | | location | | +| | | | address from | | +| | | | the Home Page > | | +| | | | Add a location. | | +| | | | To add a | | +| | | | location, click | | +| | | | on the + sign | | +| | | | under My | | +| | | | Location on the | | +| | | | top left corner | | +| | | | of the | | +| | | | app/portal.¶ | | +| | | | The customer | | +| | | | will then need | | +| | | | to fill out the | | +| | | | following | | +| | | | fields then | | +| | | | click Next once | | +| | | | all fields are | | +| | | | filled out:¶ | | +| | | | Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | customer | | +| | | | chooses¶ ¶ To | | +| | | | move a device | | +| | | | to another | | +| | | | location, the | | +| | | | customer needs | | +| | | | to disconnect | | +| | | | the device at | | +| | | | their current | | +| | | | location. | | +| | | | Follow the | | +| | | | instructions | | +| | | | for Disconnect | | +| | | | Contoso Cell | | +| | | | Booster.¶ Once | | +| | | | disconnected, | | +| | | | the customer | | +| | | | can select the | | +| | | | location where | | +| | | | they want to | | +| | | | move their Cell | | +| | | | Booster and | | +| | | | click on the + | | +| | | | sign to add the | | +| | | | new location. | | +| | | | Follow the | | +| | | | instructions to | | +| | | | add a location. | | +| | | | ¶ Note: There | | +| | | | is a future | | +| | | | enhancement to | | +| | | | make a move | | +| | | | flow more | | +| | | | seamless. Until | | +| | | | then, the | | +| | | | customer will | | +| | | | need to | | +| | | | disconnect and | | +| | | | Source: | | +| | | | Content: re- | | +| | | | register their | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro at | | +| | | | a given | | +| | | | location. Also, | | +| | | | customers | | +| | | | cannot | | +| | | | mix/match Cell | | +| | | | Boosters and | | +| | | | Cell Boosters | | +| | | | Pros. ¶ ¶ Add | | +| | | | Another Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | Existing | | +| | | | Location (only | | +| | | | pertains to | | +| | | | customers with | | +| | | | multiple Cell | | +| | | | Boosters)¶ ¶ | | +| | | | From the Home | | +| | | | page, select | | +| | | | the location | | +| | | | where the | | +| | | | additional Cell | | +| | | | Booster will be | | +| | | | added. The | | +| | | | location is | | +| | | | listed at the | | +| | | | top of the | | +| | | | app/portal in | | +| | | | the top blue | | +| | | | circles. Once | | +| | | | the location is | | +| | | | selected, click | | +| | | | + sign to add | | +| | | | the additional | | +| | | | Cell Booster. | | +| | | | The customer | | +| | | | will be | | +| | | | prompted to | | +| | | | register the | | +| | | | device, the | | +| | | | customers | | +| | | | location will | | +| | | | be pre- | | +| | | | populated since | | +| | | | there is | | +| | | | already a | | +| | | | registered | | +| | | | device The | | +| | | | following | | +| | | | fields will | | +| | | | need to be | | +| | | | filled out:¶ | | +| | | | First NameLast | | +| | | | NameSerial | | +| | | | Number of Cell | | +| | | | Booster; the | | +| | | | customer can | | +| | | | scan the QR | | +| | | | code via mobile | | +| | | | however option | | +| | | | is not | | +| | | | available via | | +| | | | the we appContoso | | +| | | | mobile phone | | +| | | | numberPreferred | | +| | | | emailCell | | +| | | | Booster | | +| | | | Nickname¶ | | +| | | | Note: The first | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | configuration | | +| | | | type (Contoso or | | +| | | | FirstNet) | | +| | | | selected for a | | +| | | | location will | | +| | | | apply to all | | +| | | | subsequent Cell | | +| | | | Booster Pro’s | | +| | | | added to the | | +| | | | same location. | | +| | | | The drop-down | | +| | | | list for | | +| | | | configuration | | +| | | | type will not | | +| | | | be displayed | | +| | | | for the 2nd and | | +| | | | 3rd Cell | | +| | | | Booster Pro's | | +| | | | added to a | | +| | | | location. User | | +| | | | cannot mix and | | +| | | | match Cell | | +| | | | Booster and | | +| | | | Contoso configured | | +| | | | Cell Booster | | +| | | | Pro with a | | +| | | | FirstNet Cell | | +| | | | Booster Pro at | | +| | | | same location | | +| | | | address. | | +| | | | Adding a third | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Follow the same | | +| | | | steps listed | | +| | | | above, once a | | +| | | | third Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro is | | +| | | | added to a | | +| | | | location, the + | | +| | | | sign on the top | | +| | | | right corner | | +| | | | will be grayed | | +| | | | out and the | | +| | | | customer cannot | | +| | | | add additional | | +| | | | devices to the | | +| | | | given address. | | +| | | | Disconnect Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | From the Home | | +| | | | Page, scroll | | +| | | | down to see a | | +| | | | red Disconnect | | +| | | | button Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear: Are You | | +| | | | Sure - click | | +| | | | Yes to continue | | +| | | | the disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | will appear on | | +| | | | a new screen. | | +| | | | The customer | | +| | | | can also click | | +| | | | Cancel, if they | | +| | | | decide not to | | +| | | | disconnect the | | +| | | | device. Add | | +| | | | another user - | | +| | | | Admin function | | +| | | | The app/portal | | +| | | | admin feature | | +| | | | allows multiple | | +| | | | people to have | | +| | | | access to the | | +| | | | status and | | +| | | | management of a | | +| | | | designated Cell | | +| | | | Booster device. | | +| | | | The initial | | +| | | | customer | | +| | | | registering the | | +| | | | device can add | | +| | | | an additional | | +| | | | user as an | | +| | | | admin. Each | | +| | | | added admin can | | +| | | | add/delete | | +| | | | users as well. | | +| | | | Anyone added as | | +| | | | an admin will | | +| | | | have the same | | +| | | | permission | | +| | | | levels and view | | +| | | | access to the | | +| | | | designated Cell | | +| | | | Booster. | | +| | | | Additional | | +| | | | admins will | | +| | | | also receive | | +| | | | customer | | +| | | | notifications | | +| | | | and SMS (if | | +| | | | they opt-in). | | +| | | | To add an | | +| | | | admin:¶ ¶ | | +| | | | Select the Cell | | +| | | | Booster device | | +| | | | under the Home | | +| | | | Page by | | +| | | | clicking the | | +| | | | right arrow | | +| | | | Once selected, | | +| | | | select Admin | | +| | | | List under | | +| | | | Device Details | | +| | | | Click the blue | | +| | | | + sign to add | | +| | | | an admin Fill | | +| | | | out the | | +| | | | following | | +| | | | fields¶ Login | | +| | | | ID - this is | | +| | | | the myContoso | | +| | | | Username that | | +| | | | users will use | | +| | | | to sign into | | +| | | | the | | +| | | | app/portalFirst | | +| | | | and Last | | +| | | | NamePhone | | +| | | | NumberContact | | +| | | | Email¶ | | +| | | | Recommend to | | +| | | | the customer to | | +| | | | have SMS and | | +| | | | Email | | +| | | | Notification | | +| | | | turned On > | | +| | | | click Save. | | +| | | | FirstNet Only: | | +| | | | Update Open / | | +| | | | Closed Access¶ | | +| | | | ¶ Open Access: | | +| | | | Any User can | | +| | | | attach to the | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro Closed | | +| | | | Access: Only | | +| | | | designated | | +| | | | users can | | +| | | | attach to the | | +| | | | Cell Booster | | +| | | | Pro. This is | | +| | | | restricted | | +| | | | access. The | | +| | | | User List will | | +| | | | appear for each | | +| | | | Cell Booster | | +| | | | Pro configured | | +| | | | as FirstNet. | | +| | | | FN users can | | +| | | | toggle between | | +| | | | Open and Closed | | +| | | | access after | | +| | | | they register | | +| | | | their device. | | +| | | | FirstNet Cell | | +| | | | Booster Pro | | +| | | | will initially | | +| | | | be registered | | +| | | | as Open Access. | | +| | | | Once | | +| | | | registered, | | +| | | | customer can | | +| | | | select the Cell | | +| | | | Booster Pro | | +| | | | from the Home | | +| | | | Page by | | +| | | | selecting the | | +| | | | right arrow | | +| | | | next to the | | +| | | | device. | | +| | | | Customer can | | +| | | | access the User | | +| | | | List option to | | +| | | | update their | | +| | | | Cell Booster | | +| | | | device to | | +| | | | Closed Access | | +| | | | and update the | | +| | | | User List. ¶ | | +| | | | ¶ FirstNet | | +| | | | Only: Add Users | | +| | | | to Contoso Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | On the User | | +| | | | List screen, | | +| | | | select to + | | +| | | | sign to add | | +| | | | additional | | +| | | | users to | | +| | | | whitelist | | +| | | | Customers will | | +| | | | fill out the | | +| | | | following | | +| | | | fields for each | | +| | | | user and the | | +| | | | select Save at | | +| | | | bottom of the | | +| | | | screen:¶ ¶ | | +| | | | First Name | | +| | | | Last Name | | +| | | | Phone User | | +| | | | will get a | | +| | | | Success message | | +| | | | when user is | | +| | | | successfully | | +| | | | added. Note: | | +| | | | Only Contoso | | +| | | | wireless | | +| | | | subscribers can | | +| | | | be added to | | +| | | | User List, | | +| | | | otherwise | | +| | | | customer will | | +| | | | get error if | | +| | | | they attempt to | | +| | | | input number | | +| | | | for customer | | +| | | | who has a | | +| | | | different | | +| | | | wireless | | +| | | | carrier. | | +| | | | Customer can | | +| | | | add additional | | +| | | | users by | | +| | | | clicking the + | | +| | | | sign on the | | +| | | | User List | | +| | | | screen. There | | +| | | | is no maximum | | +| | | | limit on users | | +| | | | that can be | | +| | | | added. ¶ ¶ | | +| | | | Disconnect | | +| | | | Contoso Cell | | +| | | | Booster ¶ If | | +| | | | the customer | | +| | | | wants to | | +| | | | disconnect | | +| | | | their device:¶ | | +| | | | ¶ From the | | +| | | | Home page, | | +| | | | scroll down to | | +| | | | see a red | | +| | | | Disconnect | | +| | | | button. Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear : Are | | +| | | | You Sure - | | +| | | | click Yes to | | +| | | | continue the | | +| | | | disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | Source: | | +| | | | Content: valid | | +| | | | credit card to | | +| | | | order over the | | +| | | | phone.¶ | | +| | | | Limited | | +| | | | VIP/Business | | +| | | | Contoso Signature | | +| | | | Program FANs | | +| | | | allow Bill to | | +| | | | Air (BTA) per | | +| | | | FaST.The email | | +| | | | address is | | +| | | | required, so | | +| | | | the customer | | +| | | | can accept the | | +| | | | terms and | | +| | | | conditions of | | +| | | | their upgrade | | +| | | | before the | | +| | | | device shipsIf | | +| | | | the customer is | | +| | | | unwilling or | | +| | | | cannot provide | | +| | | | an email | | +| | | | address or a | | +| | | | valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ ¶ ¶ myATT | | +| | | | / Premier¶ ¶ | | +| | | | Cannot ship to | | +| | | | a post office | | +| | | | box or Rural | | +| | | | Route | | +| | | | address.Early | | +| | | | non-iPhone | | +| | | | upgrades are | | +| | | | not supported | | +| | | | in Premier.Exce | | +| | | | ption Pricing | | +| | | | and Secured | | +| | | | eligibility | | +| | | | Overrides are | | +| | | | not | | +| | | | supported.Email | | +| | | | address | | +| | | | required.Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | devices may be | | +| | | | available | | +| | | | through Premier | | +| | | | or att.com/wire | | +| | | | less.¶ Contoso | | +| | | | Certified | | +| | | | Restored device | | +| | | | follow standard | | +| | | | processes for | | +| | | | ordering and re | | +| | | | turn/exchanges. | | +| | | | ¶ ¶ ¶ ¶ | | +| | | | Contoso Retail¶ ¶ | | +| | | | Check FaST to | | +| | | | make sure the | | +| | | | CRU FAN | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail.Only | | +| | | | those listed as | | +| | | | the following | | +| | | | can make | | +| | | | transactions | | +| | | | requests at an | | +| | | | Contoso Retail | | +| | | | store | | +| | | | location:¶ | | +| | | | VIP/Business | | +| | | | Contoso Signature | | +| | | | Program, Small | | +| | | | Business (non- | | +| | | | FAN), or Small | | +| | | | Business with | | +| | | | FAN without a | | +| | | | FaST profile - | | +| | | | Only account | | +| | | | holders.Retail | | +| | | | Authorized | | +| | | | Users (RAUs) ¶ | | +| | | | ¶ Back to Top | | +| | | | ¶ Upgrade | | +| | | | Procedures ¶ | | +| | | | 1Check upgrade | | +| | | | eligibility in | | +| | | | OPUS. See | | +| | | | Process | | +| | | | Upgrades - OPUS | | +| | | | - Business.¶ | | +| | | | You can only | | +| | | | check | | +| | | | eligibility for | | +| | | | suspended | | +| | | | subscribers who | | +| | | | are suspended | | +| | | | for | | +| | | | lost/stolen.¶ | | +| | | | 2Advise the | | +| | | | customer of | | +| | | | eligibility | | +| | | | date and ask if | | +| | | | they would like | | +| | | | to order | | +| | | | equipment over | | +| | | | the phone.¶ | | +| | | | Review early | | +| | | | upgrade | | +| | | | eligibility | | +| | | | options for | | +| | | | customers who | | +| | | | want an iPhone | | +| | | | and are not | | +| | | | eligible for | | +| | | | full discounted | | +| | | | pricing:Offer | | +| | | | to place a no- | | +| | | | commitment | | +| | | | pricing order | | +| | | | if the customer | | +| | | | is not showing | | +| | | | eligible for an | | +| | | | upgrade.Offer | | +| | | | to place a | | +| | | | discounted | | +| | | | price order if | | +| | | | the customer is | | +| | | | showing | | +| | | | eligible for an | | +| | | | upgrade.For CRU | | +| | | | with FAN end- | | +| | | | users with no | | +| | | | EUMC Table, | | +| | | | provide | | +| | | | eligibility | | +| | | | date but do not | | +| | | | process an | | +| | | | equipment | | +| | | | order.If the | | +| | | | customer is | | +| | | | showing not | | +| | | | eligible due to | | +| | | | account status | | +| | | | or past due:¶ | | +| | | | Reinstating the | | +| | | | service or | | +| | | | taking a | | +| | | | payment to make | | +| | | | the account | | +| | | | current could | | +| | | | impact upgrade | | +| | | | eligibility.Off | | +| | | | er to change | | +| | | | the account | | +| | | | status to | | +| | | | active if | | +| | | | applicable or | | +| | | | take a | | +| | | | payment.If the | | +| | | | customer makes | | +| | | | a payment to | | +| | | | make the | | +| | | | account current | | +| | | | or the account | | +| | | | is made active, | | +| | | | recheck | | +| | | | eligibility.¶ | | +| | | | ¶ | | +| | | | IfThenCustomer | | +| | | | wants to order | | +| | | | over the | | +| | | | phoneContinue | | +| | | | to the next | | +| | | | step.Customer | | +| | | | declined | | +| | | | ordering over | | +| | | | the phone¶ | | +| | | | Advise of | | +| | | | potential | | +| | | | upgrade | | +| | | | eligibility | | +| | | | changes:¶ | | +| | | | Upgrade | | +| | | | eligibility can | | +| | | | change.Changes | | +| | | | (such as, to | | +| | | | the rate plan, | | +| | | | features, | | +| | | | contract, or | | +| | | | status) can | | +| | | | play a role in | | +| | | | the | | +| | | | current/future | | +| | | | eligibility | | +| | | | date.¶ | | +| | | | Procedures¶ If | | +| | | | the PCN tab is | | +| | | | populated in | | +| | | | Clarify, advise | | +| | | | the customer | | +| | | | that you are | | +| | | | sending a PCN | | +| | | | email.Note the | | +| | | | account.¶ | | +| | | | Self-Service | | +| | | | Options¶ | | +| | | | Remind | | +| | | | customers they | | +| | | | can check | | +| | | | eligibility | | +| | | | through myContoso | | +| | | | or use *NEW#. | | +| | | | Customers can | | +| | | | order equipment | | +| | | | online.¶ ¶ | | +| | | | Customer | | +| | | | disputes | | +| | | | eligibility | | +| | | | dateSee | | +| | | | Customer | | +| | | | Disputes | | +| | | | Upgrade | | +| | | | Eligibility | | +| | | | Date - | | +| | | | BCS.Customer is | | +| | | | not eligibleDet | | +| | | | ermine if the | | +| | | | customer is | | +| | | | eligible for a | | +| | | | Shared Upgrade¶ | | +| | | | 3Review | | +| | | | equipment | | +| | | | pricing and | | +| | | | handset choices | | +| | | | with the | | +| | | | customer.¶ Use | | +| | | | OPUS to quote | | +| | | | final equipment | | +| | | | prices to | | +| | | | include | | +| | | | installment | | +| | | | plan | | +| | | | information.Do | | +| | | | not proactively | | +| | | | offer to change | | +| | | | the equipment | | +| | | | pricing.For | | +| | | | additional | | +| | | | equipment | | +| | | | pricing | | +| | | | details, review | | +| | | | Equipment | | +| | | | Pricing Policy | | +| | | | - BCSS.Offer | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan as the | | +| | | | lead offer for | | +| | | | equipment | | +| | | | upgrades.¶ Use | | +| | | | the Business | | +| | | | Rate Plan | | +| | | | Calculator to | | +| | | | highlight the | | +| | | | savings when | | +| | | | pairing Contoso | | +| | | | Installment | | +| | | | Plan with | | +| | | | Unlimited Your | | +| | | | Way for | | +| | | | Business plans. | | +| | | | ¶ ¶ Contoso | | +| | | | Installment | | +| | | | Plan and Contoso | | +| | | | Next Up¶ Offer | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan as the | | +| | | | lead offer for | | +| | | | equipment | | +| | | | upgrades, if | | +| | | | eligible. The | | +| | | | Contoso | | +| | | | Installment | | +| | | | Plan with 36 | | +| | | | monthly | | +| | | | installments is | | +| | | | for customers | | +| | | | who do not mind | | +| | | | waiting to | | +| | | | upgrade to a | | +| | | | new smartphone. | | +| | | | ¶ If they are | | +| | | | not eligible | | +| | | | for Contoso | | +| | | | Installment | | +| | | | Plan, explain | | +| | | | the other | | +| | | | options | | +| | | | available to | | +| | | | the customer.¶ | | +| | | | There is no | | +| | | | down payment | | +| | | | and no | | +| | | | financing | | +| | | | fee.Contoso Next | | +| | | | UP with 36 | | +| | | | monthly | | +| | | | installments | | +| | | | with an early | | +| | | | upgrade options | | +| | | | (Next Up | | +| | | | feature charge | | +| | | | of $6/mo.). ¶ | | +| | | | Lead with Contoso | | +| | | | Next Up for | | +| | | | customers who | | +| | | | prefer the | | +| | | | ability to | | +| | | | upgrade early | | +| | | | after 50% of | | +| | | | the smartphone | | +| | | | cost is paid. ¶ | | +| | | | An upgrade fee | | +| | | | is charged. See | | +| | | | Contoso Fees.For | | +| | | | additional | | +| | | | installment | | +| | | | plan | | +| | | | information, | | +| | | | review | | +| | | | Installment | | +| | | | Plan Smartphone | | +| | | | Purchase | | +| | | | Options¶ | | +| | | | Mobile Share | | +| | | | Plan or | | +| | | | Unlimited | | +| | | | Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 60 | How can | Customers | Content: will | 10 | +| | customers | can add | appear on a new | | +| | add another | another | screen. The | | +| | location or | location or | customer can | | +| | move their | move their | also click | | +| | device to | device to | Cancel if they | | +| | another | another | decide not to | | +| | location? | location by | disconnect the | | +| | | going to the | device. Add a | | +| | | Home Page | Cell Booster | | +| | | and clicking | Location / Move | | +| | | on the + | Contoso Cell | | +| | | sign located | Booster or Cell | | +| | | under My | Booster Pro to | | +| | | locations | another | | +| | | section on | location:¶ If | | +| | | the top left | the customer | | +| | | corner of | wants to add | | +| | | the | another | | +| | | app/portal. | location or | | +| | | To move a | move their | | +| | | device to | device to | | +| | | another | another | | +| | | location, | location | | +| | | the customer | address, | | +| | | needs to | customer can go | | +| | | disconnect | to Home Page | | +| | | the device | and add a | | +| | | at their | location. To | | +| | | current | add a location: | | +| | | location and | click on the + | | +| | | then select | located under | | +| | | the location | My locations | | +| | | where they | section on the | | +| | | want to move | top left corner | | +| | | their Cell | of the | | +| | | Booster and | app/portal. | | +| | | click on the | Customers will | | +| | | + sign to | fill out the | | +| | | add the new | following | | +| | | location. | fields:¶ ¶ | | +| | | (Source: | Address 1 | | +| | | context | Address 2 (if | | +| | | provided) | needed) City, | | +| | | | State, Zip Code | | +| | | | Location | | +| | | | Nickname – | | +| | | | customer | | +| | | | chooses. Click | | +| | | | Next once all | | +| | | | fields are | | +| | | | filled out. To | | +| | | | move a device | | +| | | | to another | | +| | | | location ¶ ¶ | | +| | | | The customer | | +| | | | needs to | | +| | | | disconnect the | | +| | | | device at their | | +| | | | current | | +| | | | location (see | | +| | | | instructions to | | +| | | | disconnect). | | +| | | | Once | | +| | | | disconnect, | | +| | | | customer can | | +| | | | select the | | +| | | | “location” | | +| | | | where they want | | +| | | | to move their | | +| | | | Cell Booster | | +| | | | and click on + | | +| | | | sign to add | | +| | | | Cell Booster to | | +| | | | that location. | | +| | | | See | | +| | | | instructions to | | +| | | | Add Another | | +| | | | Cell Booster to | | +| | | | Existing | | +| | | | Location. ¶ | | +| | | | Note: There is | | +| | | | a future | | +| | | | enhancement to | | +| | | | make the move | | +| | | | flow more | | +| | | | seamless with | | +| | | | TBD date. Until | | +| | | | this is | | +| | | | delivered, | | +| | | | customer will | | +| | | | need to | | +| | | | disconnect and | | +| | | | re-register | | +| | | | their Contoso Cell | | +| | | | Booster at a | | +| | | | given location. | | +| | | | ¶ ¶ Back to | | +| | | | Top Adding | | +| | | | Admin Access ¶ | | +| | | | The app/portal | | +| | | | admin feature | | +| | | | allows multiple | | +| | | | people to have | | +| | | | access to the | | +| | | | status and | | +| | | | management of a | | +| | | | designated Cell | | +| | | | Booster device. | | +| | | | The initial | | +| | | | customer | | +| | | | registering the | | +| | | | device can add | | +| | | | an additional | | +| | | | user as an | | +| | | | admin. Each | | +| | | | added admin can | | +| | | | add/delete | | +| | | | users as well. | | +| | | | Anyone added as | | +| | | | an admin will | | +| | | | have the same | | +| | | | permission | | +| | | | levels and view | | +| | | | access to the | | +| | | | designated Cell | | +| | | | Booster. | | +| | | | Additional | | +| | | | admins will | | +| | | | also receive | | +| | | | customer | | +| | | | notifications | | +| | | | and SMS (if | | +| | | | they opt-in). | | +| | | | Note: If Rep is | | +| | | | using admin | | +| | | | list function | | +| | | | to correct the | | +| | | | Login ID | | +| | | | associated to | | +| | | | the Cell | | +| | | | Booster: ¶ ¶ | | +| | | | Do not | | +| | | | "overwrite" | | +| | | | Login ID field | | +| | | | or delete the | | +| | | | original Login | | +| | | | ID under Admin | | +| | | | List since this | | +| | | | will cause the | | +| | | | customer to be | | +| | | | locked out of | | +| | | | their account | | +| | | | for Cell | | +| | | | Booster. Rep | | +| | | | can add an | | +| | | | additional | | +| | | | Login ID via | | +| | | | instructions | | +| | | | below. If any | | +| | | | edits are made | | +| | | | to Login ID | | +| | | | value in Admin | | +| | | | List, ensure | | +| | | | that customer | | +| | | | is aware of the | | +| | | | "edited" Login | | +| | | | ID since | | +| | | | customer will | | +| | | | need to use | | +| | | | this Login ID | | +| | | | to authenticate | | +| | | | into the | | +| | | | app/web portal | | +| | | | and any edits | | +| | | | can cause | | +| | | | customer to be | | +| | | | locked out. ¶ | | +| | | | ¶ To add an | | +| | | | admin:¶ ¶ | | +| | | | Select the Cell | | +| | | | Booster device | | +| | | | under the Home | | +| | | | Page by | | +| | | | clicking the | | +| | | | right arrowOnce | | +| | | | selected, | | +| | | | select Admin | | +| | | | List under | | +| | | | Device | | +| | | | DetailsClick | | +| | | | the blue + sign | | +| | | | to add an | | +| | | | adminFill out | | +| | | | the following | | +| | | | fields:¶ Login | | +| | | | ID - this is | | +| | | | the myContoso | | +| | | | Username that | | +| | | | users will use | | +| | | | to sign into | | +| | | | the | | +| | | | app/portalFirst | | +| | | | NameLast | | +| | | | NamePhone | | +| | | | NumberContact | | +| | | | Email¶ | | +| | | | Recommend to | | +| | | | the customer to | | +| | | | have SMS and | | +| | | | Email | | +| | | | Notification | | +| | | | turned On > | | +| | | | click Save.¶ ¶ | | +| | | | Back to Top ¶ | | +| | | | Update | | +| | | | Notification | | +| | | | Settings (email | | +| | | | and SMS) The | | +| | | | user has the | | +| | | | option to | | +| | | | enable/disable | | +| | | | email and SMS | | +| | | | notifications | | +| | | | that are sent | | +| | | | during Cell | | +| | | | Booster | | +| | | | activation and | | +| | | | even post | | +| | | | activation if | | +| | | | device movement | | +| | | | is detected. | | +| | | | Notifications | | +| | | | will be | | +| | | | defaulted to On | | +| | | | for the user | | +| | | | that is | | +| | | | registering the | | +| | | | Cell Booster | | +| | | | device. Note: | | +| | | | Any secondary | | +| | | | Admin users | | +| | | | will | | +| | | | automatically | | +| | | | have both Email | | +| | | | and SMS | | +| | | | notifications | | +| | | | set to Off, the | | +| | | | option will | | +| | | | need to be | | +| | | | turned On if | | +| | | | the user wants | | +| | | | to receive | | +| | | | notifications. | | +| | | | To update | | +| | | | notification | | +| | | | settings:¶ | | +| | | | Select the Cell | | +| | | | Booster device | | +| | | | under the Home | | +| | | | Page by | | +| | | | clicking the | | +| | | | right arrow | | +| | | | Once selected, | | +| | | | select Admin | | +| | | | List under | | +| | | | Device Details | | +| | | | Select the | | +| | | | appropriate | | +| | | | Admin user by | | +| | | | clicking the | | +| | | | right arrow | | +| | | | next to the | | +| | | | user At the | | +| | | | bottom of the | | +| | | | screen, SMS | | +| | | | Notifications | | +| | | | and Email | | +| | | | Notifications | | +| | | | will display an | | +| | | | On/Off toggle | | +| | | | switch. The | | +| | | | user can decide | | +| | | | which option is | | +| | | | best suited for | | +| | | | them and this | | +| | | | step can be | | +| | | | repeated for | | +| | | | each Admin User | | +| | | | listed. Update | | +| | | | Cell Booster | | +| | | | Pro to Contoso or | | +| | | | FirstNet | | +| | | | configuration | | +| | | | If Cell Booster | | +| | | | Pro needs to be | | +| | | | updated from | | +| | | | FirstNet to | | +| | | | Contoso | | +| | | | configuration | | +| | | | or Contoso to | | +| | | | FirstNet | | +| | | | configuration, | | +| | | | customer will | | +| | | | need to | | +| | | | disconnect the | | +| | | | Cell Booster | | +| | | | Pro (see | | +| | | | instructions to | | +| | | | disconnect) and | | +| | | | then complete | | +| | | | the | | +| | | | registration | | +| | | | steps again at | | +| | | | the location | | +| | | | where Cell | | +| | | | Booster is | | +| | | | currently | | +| | | | installed (see | | +| | | | instructions to | | +| | | | Add Another | | +| | | | Cell Booster to | | +| | | | Existing | | +| | | | Location ). | | +| | | | Heads up: if | | +| | | | there is more | | +| | | | than 1 cell | | +| | | | booster at a | | +| | | | location, all | | +| | | | of them must | | +| | | | change to | | +| | | | selected | | +| | | | configuration. | | +| | | | If that's the | | +| | | | case, then all | | +| | | | devices must be | | +| | | | disconnected | | +| | | | first, then | | +| | | | reactivated | | +| | | | with the new | | +| | | | configuration | | +| | | | setting. Note: | | +| | | | There is a | | +| | | | future | | +| | | | enhancement to | | +| | | | make the | | +| | | | Configuration | | +| | | | type update | | +| | | | more seamless | | +| | | | with TBD date. | | +| | | | Until this is | | +| | | | delivered, | | +| | | | customer will | | +| | | | need to | | +| | | | disconnect and | | +| | | | re-register | | +| | | | their Contoso Cell | | +| | | | Booster. ¶ ¶ | | +| | | | Back to Top | | +| | | | Performance | | +| | | | Report ( | | +| | | | Source: | | +| | | | Content: | | +| | | | Booster | | +| | | | Location screen | | +| | | | will appear | | +| | | | asking for the | | +| | | | following | | +| | | | information | | +| | | | below. Once | | +| | | | complete, click | | +| | | | Next¶ Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | optional¶ On | | +| | | | the Confirm | | +| | | | Cell Booster | | +| | | | Info screen, | | +| | | | the customer is | | +| | | | to review the | | +| | | | fields they | | +| | | | just filled | | +| | | | out. If | | +| | | | anything needs | | +| | | | to be edited, | | +| | | | advise the | | +| | | | customer to | | +| | | | click the back | | +| | | | arrow on the | | +| | | | top left to | | +| | | | edit fields. If | | +| | | | all fields are | | +| | | | accurate, click | | +| | | | the Confirm | | +| | | | button. The | | +| | | | Registration | | +| | | | Successful | | +| | | | screen will | | +| | | | appear, advise | | +| | | | the customer to | | +| | | | click the Next | | +| | | | button at the | | +| | | | bottom of the | | +| | | | screen. Once | | +| | | | the device is | | +| | | | successfully | | +| | | | registered, the | | +| | | | customer will | | +| | | | be guided | | +| | | | through setup | | +| | | | and | | +| | | | installation | | +| | | | steps/screens | | +| | | | in the Contoso | | +| | | | Cell Booster | | +| | | | app or web | | +| | | | portal. The | | +| | | | first screen to | | +| | | | appear will be | | +| | | | Find the best | | +| | | | place for your | | +| | | | Cell Booster. | | +| | | | Advise the | | +| | | | customer that | | +| | | | once the device | | +| | | | is activated, | | +| | | | set it upright | | +| | | | or mount it to | | +| | | | a wall. Click | | +| | | | Next Locate | | +| | | | the yellow- | | +| | | | colored | | +| | | | Ethernet cable | | +| | | | in the box. | | +| | | | Once unwrapped, | | +| | | | connect one end | | +| | | | to the yellow | | +| | | | colored | | +| | | | Ethernet port. | | +| | | | Next, connect | | +| | | | the other end | | +| | | | of the Ethernet | | +| | | | cable to the | | +| | | | customer's | | +| | | | internet | | +| | | | gateway/router. | | +| | | | Push firmly on | | +| | | | each end of the | | +| | | | cable until it | | +| | | | clicks; click | | +| | | | Next. ¶ Heads | | +| | | | Up: If the | | +| | | | customer is not | | +| | | | sure which port | | +| | | | to use on their | | +| | | | internet | | +| | | | gateway/router, | | +| | | | any open | | +| | | | similar looking | | +| | | | port should | | +| | | | work and is | | +| | | | usually labeled | | +| | | | LAN¶ Attach | | +| | | | the GPS antenna | | +| | | | to the window | | +| | | | if one is | | +| | | | nearby. Make | | +| | | | sure the window | | +| | | | is clean so | | +| | | | that the | | +| | | | antenna adheres | | +| | | | securely, once | | +| | | | complete click | | +| | | | Next Plug the | | +| | | | power cable | | +| | | | into the Cell | | +| | | | Booster and | | +| | | | into a nearby | | +| | | | outlet. This is | | +| | | | the last step | | +| | | | to install and | | +| | | | once complete, | | +| | | | click Finish to | | +| | | | go to the Home | | +| | | | Page which will | | +| | | | display the | | +| | | | Cell Booster | | +| | | | under their | | +| | | | account. On | | +| | | | the Main page, | | +| | | | the customer | | +| | | | may see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about | | +| | | | 1min for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will displayed | | +| | | | Registered. ¶ | | +| | | | Note: The | | +| | | | customer will | | +| | | | get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with a summary | | +| | | | of their Cell | | +| | | | Booster | | +| | | | information | | +| | | | entered via the | | +| | | | mobile app or | | +| | | | portal.¶ Heads | | +| | | | Up: Cell | | +| | | | Booster Pro has | | +| | | | an optional | | +| | | | Power of | | +| | | | Ethernet | | +| | | | (POE)++ | | +| | | | splitter to | | +| | | | provide power | | +| | | | as an | | +| | | | alternative to | | +| | | | the power | | +| | | | supply. Note: | | +| | | | On the Main | | +| | | | Page, the | | +| | | | customers may | | +| | | | see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about 1 | | +| | | | minute for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will display | | +| | | | Registered. | | +| | | | Additional | | +| | | | Note: Customer | | +| | | | will get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with summary of | | +| | | | their Cell | | +| | | | Booster | | +| | | | information | | +| | | | input into | | +| | | | mobile app or | | +| | | | the portal. | | +| | | | After | | +| | | | registration | | +| | | | and set-up is | | +| | | | complete, Contoso | | +| | | | Cell Booster | | +| | | | will go through | | +| | | | an activation | | +| | | | sequence in the | | +| | | | Network. Device | | +| | | | activation can | | +| | | | take up to an | | +| | | | hour to | | +| | | | complete. The | | +| | | | customer will | | +| | | | receive an | | +| | | | email and SMS | | +| | | | notification | | +| | | | once the device | | +| | | | has complete | | +| | | | activation and | | +| | | | is enabled for | | +| | | | use. The device | | +| | | | LED's will turn | | +| | | | solid white in | | +| | | | the following | | +| | | | sequence as | | +| | | | steps are | | +| | | | completed: | | +| | | | Power > | | +| | | | Internet > GPS | | +| | | | > LTE > Status | | +| | | | Note: The | | +| | | | customer can | | +| | | | also check the | | +| | | | device status | | +| | | | in the portal | | +| | | | by selecting | | +| | | | the arrow next | | +| | | | to the device | | +| | | | on the Home | | +| | | | page to get | | +| | | | additional | | +| | | | status for that | | +| | | | device | | +| | | | including any | | +| | | | errors | | +| | | | encountered | | +| | | | during | | +| | | | activation. An | | +| | | | email or SMS | | +| | | | notification | | +| | | | will also be | | +| | | | sent to the | | +| | | | customer | | +| | | | showing the | | +| | | | progress as | | +| | | | well as if any | | +| | | | specific error | | +| | | | occur during | | +| | | | activation. ¶ | | +| | | | ¶ Activation | | +| | | | Failure¶ On | | +| | | | the Home page, | | +| | | | if the | | +| | | | activation | | +| | | | failed, a red | | +| | | | circle with an | | +| | | | exclamation | | +| | | | point will | | +| | | | appear on the | | +| | | | Cell Booster | | +| | | | image along | | +| | | | with the error | | +| | | | and | | +| | | | instructions. | | +| | | | The customer | | +| | | | should follow | | +| | | | the | | +| | | | instructions | | +| | | | provided to | | +| | | | resolve the | | +| | | | issue. Initial | | +| | | | troubleshooting | | +| | | | are always to | | +| | | | unplug the | | +| | | | power cord and | | +| | | | plug back in | | +| | | | (power cycle) | | +| | | | or to | | +| | | | disconnect the | | +| | | | device and | | +| | | | attempt | | +| | | | registration | | +| | | | again. ¶ ¶ | | +| | | | Back to Top | | +| | | | Location | | +| | | | Updates and | | +| | | | Disconnect | | +| | | | Adding or | | +| | | | Moving a Cell | | +| | | | Booster | | +| | | | Location¶ ¶ | | +| | | | The customer | | +| | | | can add another | | +| | | | location or | | +| | | | move their | | +| | | | device to | | +| | | | another | | +| | | | location | | +| | | | address from | | +| | | | the Home Page > | | +| | | | Add a location. | | +| | | | To add a | | +| | | | location, click | | +| | | | on the + sign | | +| | | | under My | | +| | | | Location on the | | +| | | | top left corner | | +| | | | of the | | +| | | | app/portal.¶ | | +| | | | The customer | | +| | | | will then need | | +| | | | to fill out the | | +| | | | following | | +| | | | fields then | | +| | | | click Next once | | +| | | | all fields are | | +| | | | filled out:¶ | | +| | | | Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | customer | | +| | | | chooses¶ ¶ To | | +| | | | move a device | | +| | | | to another | | +| | | | location, the | | +| | | | customer needs | | +| | | | to disconnect | | +| | | | the device at | | +| | | | their current | | +| | | | location. | | +| | | | Follow the | | +| | | | instructions | | +| | | | for Disconnect | | +| | | | Contoso Cell | | +| | | | Booster.¶ Once | | +| | | | disconnected, | | +| | | | the customer | | +| | | | can select the | | +| | | | location where | | +| | | | they want to | | +| | | | move their Cell | | +| | | | Booster and | | +| | | | click on the + | | +| | | | sign to add the | | +| | | | new location. | | +| | | | Follow the | | +| | | | instructions to | | +| | | | add a location. | | +| | | | ¶ Note: There | | +| | | | is a future | | +| | | | enhancement to | | +| | | | make a move | | +| | | | flow more | | +| | | | seamless. Until | | +| | | | then, the | | +| | | | customer will | | +| | | | need to | | +| | | | disconnect and | | +| | | | Source: | | +| | | | Content: re- | | +| | | | register their | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro at | | +| | | | a given | | +| | | | location. Also, | | +| | | | customers | | +| | | | cannot | | +| | | | mix/match Cell | | +| | | | Boosters and | | +| | | | Cell Boosters | | +| | | | Pros. ¶ ¶ Add | | +| | | | Another Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | Existing | | +| | | | Location (only | | +| | | | pertains to | | +| | | | customers with | | +| | | | multiple Cell | | +| | | | Boosters)¶ ¶ | | +| | | | From the Home | | +| | | | page, select | | +| | | | the location | | +| | | | where the | | +| | | | additional Cell | | +| | | | Booster will be | | +| | | | added. The | | +| | | | location is | | +| | | | listed at the | | +| | | | top of the | | +| | | | app/portal in | | +| | | | the top blue | | +| | | | circles. Once | | +| | | | the location is | | +| | | | selected, click | | +| | | | + sign to add | | +| | | | the additional | | +| | | | Cell Booster. | | +| | | | The customer | | +| | | | will be | | +| | | | prompted to | | +| | | | register the | | +| | | | device, the | | +| | | | customers | | +| | | | location will | | +| | | | be pre- | | +| | | | populated since | | +| | | | there is | | +| | | | already a | | +| | | | registered | | +| | | | device The | | +| | | | following | | +| | | | fields will | | +| | | | need to be | | +| | | | filled out:¶ | | +| | | | First NameLast | | +| | | | NameSerial | | +| | | | Number of Cell | | +| | | | Booster; the | | +| | | | customer can | | +| | | | scan the QR | | +| | | | code via mobile | | +| | | | however option | | +| | | | is not | | +| | | | available via | | +| | | | the we appContoso | | +| | | | mobile phone | | +| | | | numberPreferred | | +| | | | emailCell | | +| | | | Booster | | +| | | | Nickname¶ | | +| | | | Note: The first | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | configuration | | +| | | | type (Contoso or | | +| | | | FirstNet) | | +| | | | selected for a | | +| | | | location will | | +| | | | apply to all | | +| | | | subsequent Cell | | +| | | | Booster Pro’s | | +| | | | added to the | | +| | | | same location. | | +| | | | The drop-down | | +| | | | list for | | +| | | | configuration | | +| | | | type will not | | +| | | | be displayed | | +| | | | for the 2nd and | | +| | | | 3rd Cell | | +| | | | Booster Pro's | | +| | | | added to a | | +| | | | location. User | | +| | | | cannot mix and | | +| | | | match Cell | | +| | | | Booster and | | +| | | | Contoso configured | | +| | | | Cell Booster | | +| | | | Pro with a | | +| | | | FirstNet Cell | | +| | | | Booster Pro at | | +| | | | same location | | +| | | | address. | | +| | | | Adding a third | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Follow the same | | +| | | | steps listed | | +| | | | above, once a | | +| | | | third Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro is | | +| | | | added to a | | +| | | | location, the + | | +| | | | sign on the top | | +| | | | right corner | | +| | | | will be grayed | | +| | | | out and the | | +| | | | customer cannot | | +| | | | add additional | | +| | | | devices to the | | +| | | | given address. | | +| | | | Disconnect Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | From the Home | | +| | | | Page, scroll | | +| | | | down to see a | | +| | | | red Disconnect | | +| | | | button Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear: Are You | | +| | | | Sure - click | | +| | | | Yes to continue | | +| | | | the disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | will appear on | | +| | | | a new screen. | | +| | | | The customer | | +| | | | can also click | | +| | | | Cancel, if they | | +| | | | decide not to | | +| | | | disconnect the | | +| | | | device. Add | | +| | | | another user - | | +| | | | Admin function | | +| | | | The app/portal | | +| | | | admin feature | | +| | | | allows multiple | | +| | | | people to have | | +| | | | access to the | | +| | | | status and | | +| | | | management of a | | +| | | | designated Cell | | +| | | | Booster device. | | +| | | | The initial | | +| | | | customer | | +| | | | registering the | | +| | | | device can add | | +| | | | an additional | | +| | | | user as an | | +| | | | admin. Each | | +| | | | added admin can | | +| | | | add/delete | | +| | | | users as well. | | +| | | | Anyone added as | | +| | | | an admin will | | +| | | | have the same | | +| | | | permission | | +| | | | levels and view | | +| | | | access to the | | +| | | | designated Cell | | +| | | | Booster. | | +| | | | Additional | | +| | | | admins will | | +| | | | also receive | | +| | | | customer | | +| | | | notifications | | +| | | | and SMS (if | | +| | | | they opt-in). | | +| | | | To add an | | +| | | | admin:¶ ¶ | | +| | | | Select the Cell | | +| | | | Booster device | | +| | | | under the Home | | +| | | | Page by | | +| | | | clicking the | | +| | | | right arrow | | +| | | | Once selected, | | +| | | | select Admin | | +| | | | List under | | +| | | | Device Details | | +| | | | Click the blue | | +| | | | + sign to add | | +| | | | an admin Fill | | +| | | | out the | | +| | | | following | | +| | | | fields¶ Login | | +| | | | ID - this is | | +| | | | the myContoso | | +| | | | Username that | | +| | | | users will use | | +| | | | to sign into | | +| | | | the | | +| | | | app/portalFirst | | +| | | | and Last | | +| | | | NamePhone | | +| | | | NumberContact | | +| | | | Email¶ | | +| | | | Recommend to | | +| | | | the customer to | | +| | | | have SMS and | | +| | | | Email | | +| | | | Notification | | +| | | | turned On > | | +| | | | click Save. | | +| | | | FirstNet Only: | | +| | | | Update Open / | | +| | | | Closed Access¶ | | +| | | | ¶ Open Access: | | +| | | | Any User can | | +| | | | attach to the | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro Closed | | +| | | | Access: Only | | +| | | | designated | | +| | | | users can | | +| | | | attach to the | | +| | | | Cell Booster | | +| | | | Pro. This is | | +| | | | restricted | | +| | | | access. The | | +| | | | User List will | | +| | | | appear for each | | +| | | | Cell Booster | | +| | | | Pro configured | | +| | | | as FirstNet. | | +| | | | FN users can | | +| | | | toggle between | | +| | | | Open and Closed | | +| | | | access after | | +| | | | they register | | +| | | | their device. | | +| | | | FirstNet Cell | | +| | | | Booster Pro | | +| | | | will initially | | +| | | | be registered | | +| | | | as Open Access. | | +| | | | Once | | +| | | | registered, | | +| | | | customer can | | +| | | | select the Cell | | +| | | | Booster Pro | | +| | | | from the Home | | +| | | | Page by | | +| | | | selecting the | | +| | | | right arrow | | +| | | | next to the | | +| | | | device. | | +| | | | Customer can | | +| | | | access the User | | +| | | | List option to | | +| | | | update their | | +| | | | Cell Booster | | +| | | | device to | | +| | | | Closed Access | | +| | | | and update the | | +| | | | User List. ¶ | | +| | | | ¶ FirstNet | | +| | | | Only: Add Users | | +| | | | to Contoso Cell | | +| | | | Booster Pro¶ ¶ | | +| | | | On the User | | +| | | | List screen, | | +| | | | select to + | | +| | | | sign to add | | +| | | | additional | | +| | | | users to | | +| | | | whitelist | | +| | | | Customers will | | +| | | | fill out the | | +| | | | following | | +| | | | fields for each | | +| | | | user and the | | +| | | | select Save at | | +| | | | bottom of the | | +| | | | screen:¶ ¶ | | +| | | | First Name | | +| | | | Last Name | | +| | | | Phone User | | +| | | | will get a | | +| | | | Success message | | +| | | | when user is | | +| | | | successfully | | +| | | | added. Note: | | +| | | | Only Contoso | | +| | | | wireless | | +| | | | subscribers can | | +| | | | be added to | | +| | | | User List, | | +| | | | otherwise | | +| | | | customer will | | +| | | | get error if | | +| | | | they attempt to | | +| | | | input number | | +| | | | for customer | | +| | | | who has a | | +| | | | different | | +| | | | wireless | | +| | | | carrier. | | +| | | | Customer can | | +| | | | add additional | | +| | | | users by | | +| | | | clicking the + | | +| | | | sign on the | | +| | | | User List | | +| | | | screen. There | | +| | | | is no maximum | | +| | | | limit on users | | +| | | | that can be | | +| | | | added. ¶ ¶ | | +| | | | Disconnect | | +| | | | Contoso Cell | | +| | | | Booster ¶ If | | +| | | | the customer | | +| | | | wants to | | +| | | | disconnect | | +| | | | their device:¶ | | +| | | | ¶ From the | | +| | | | Home page, | | +| | | | scroll down to | | +| | | | see a red | | +| | | | Disconnect | | +| | | | button. Once | | +| | | | clicked, a | | +| | | | message will | | +| | | | appear : Are | | +| | | | You Sure - | | +| | | | click Yes to | | +| | | | continue the | | +| | | | disconnect. | | +| | | | Cell Booster | | +| | | | Disconnected | | +| | | | Source: | | +| | | | Content: | | +| | | | instructions on | | +| | | | transferring | | +| | | | contacts | | +| | | | between | | +| | | | devices.Offer | | +| | | | Contoso Protect | | +| | | | Advantage and | | +| | | | Device | | +| | | | Protection | | +| | | | during an | | +| | | | upgrade if the | | +| | | | customer is not | | +| | | | enrolled.¶ If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ | | +| | | | Contract | | +| | | | Pricing Set | | +| | | | preliminary | | +| | | | order | | +| | | | expectations.¶ | | +| | | | Remind the | | +| | | | customer of | | +| | | | their contract | | +| | | | renewal and | | +| | | | ETF.¶ | | +| | | | Smartphones and | | +| | | | netbooks - $325 | | +| | | | with a $10 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.Standard | | +| | | | devices - $150 | | +| | | | with a $4 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.¶ | | +| | | | Customers who | | +| | | | ordered a | | +| | | | device that did | | +| | | | require an | | +| | | | email address | | +| | | | for T&Cs | | +| | | | acceptance must | | +| | | | accept T&Cs | | +| | | | sent to their | | +| | | | email address | | +| | | | provided before | | +| | | | their device | | +| | | | ships.Advise | | +| | | | the customer to | | +| | | | follow the | | +| | | | instructions in | | +| | | | the Quick Start | | +| | | | Guide included | | +| | | | in the box to | | +| | | | activate their | | +| | | | new equipment.C | | +| | | | redit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OP Source: | | +| | | | Content: | | +| | | | Equipment | | +| | | | Payment Options | | +| | | | - BCSS . Always | | +| | | | ship the | | +| | | | equipment to | | +| | | | the billing | | +| | | | address.¶ If | | +| | | | the customer | | +| | | | requests | | +| | | | another | | +| | | | address, follow | | +| | | | the rules as | | +| | | | shown in the | | +| | | | Shipping | | +| | | | Equipment to an | | +| | | | Alternate | | +| | | | Shipping | | +| | | | address section | | +| | | | of Shipping | | +| | | | Rules and | | +| | | | Guidelines. ¶ | | +| | | | If OPUS returns | | +| | | | a 7-10 day | | +| | | | shipping SLA, | | +| | | | the device is | | +| | | | on back order. | | +| | | | Provide the | | +| | | | customer with | | +| | | | the following | | +| | | | options:¶ | | +| | | | Select a | | +| | | | different | | +| | | | handset.Refer | | +| | | | to alternative | | +| | | | sales channel | | +| | | | that might have | | +| | | | the device in | | +| | | | stock. If you | | +| | | | refer to a | | +| | | | retail store, | | +| | | | provide the | | +| | | | hours of | | +| | | | operation and | | +| | | | check FaST to | | +| | | | make sure the | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail.Complete | | +| | | | the order. | | +| | | | There is no way | | +| | | | to provide an | | +| | | | estimated date | | +| | | | on when the | | +| | | | device will be | | +| | | | back in stock.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | email address | | +| | | | at the checkout | | +| | | | screen, so the | | +| | | | customer | | +| | | | receives order | | +| | | | details | | +| | | | (including | | +| | | | quantity) and | | +| | | | shipping/back- | | +| | | | order | | +| | | | status.Provide | | +| | | | the customer | | +| | | | with the last | | +| | | | five or six | | +| | | | digits of the | | +| | | | order number | | +| | | | after the | | +| | | | O.Close the | | +| | | | call and leave | | +| | | | the following | | +| | | | required note | | +| | | | in Clarify: | | +| | | | Unable to | | +| | | | complete | | +| | | | standard | | +| | | | upgrade due to | | +| | | | conflicts. | | +| | | | Equipment was | | +| | | | ordered through | | +| | | | Product Only | | +| | | | Flow after | | +| | | | using the | | +| | | | Upgrade | | +| | | | Exception | | +| | | | button and redo | | +| | | | attempt failed | | +| | | | to resolve | | +| | | | conflict error. | | +| | | | ¶ Set Upgrade | | +| | | | Expectations¶ | | +| | | | Inform the | | +| | | | customer of the | | +| | | | shipping | | +| | | | carrier and | | +| | | | fee.Provide the | | +| | | | shipping cost:¶ | | +| | | | Due to reasons | | +| | | | beyond our | | +| | | | control, there | | +| | | | are times that | | +| | | | shipping is | | +| | | | delayed. The | | +| | | | daily shipping | | +| | | | window for next | | +| | | | day delivery is | | +| | | | by, or before, | | +| | | | 4:00 p.m. ET. | | +| | | | Any order | | +| | | | placed | | +| | | | after4:00 p.m. | | +| | | | ET rolls to the | | +| | | | next business | | +| | | | day.¶ Standard | | +| | | | delivery: | | +| | | | $9.95, waived | | +| | | | for all CRU | | +| | | | customers with | | +| | | | a FANPriority | | +| | | | delivery: | | +| | | | $14.95, unless | | +| | | | FAN | | +| | | | specifically | | +| | | | waives this | | +| | | | charge¶ Advise | | +| | | | customer they | | +| | | | will:¶ Receive | | +| | | | an order | | +| | | | confirmation | | +| | | | email.Receive a | | +| | | | shipping | | +| | | | confirmation | | +| | | | email that | | +| | | | includes the | | +| | | | shipping | | +| | | | tracking | | +| | | | number.Can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus.Sta | | +| | | | tus for orders | | +| | | | placed in the | | +| | | | last 24 hours | | +| | | | may not be | | +| | | | available.¶ | | +| | | | Recap and | | +| | | | confirm the ord | | +| | | | er/transaction | | +| | | | details.¶ | | +| | | | Locate the | | +| | | | expectations | | +| | | | for all of the | | +| | | | transactions | | +| | | | completed and | | +| | | | communicate | | +| | | | them to the | | +| | | | customer.¶ ¶ | | +| | | | ¶ Contoso Next ¶ | | +| | | | Post Order | | +| | | | Communications | | +| | | | provide: ¶ | | +| | | | T&Cs email | | +| | | | acceptance for | | +| | | | Contoso Next | | +| | | | wireless orders | | +| | | | is required for | | +| | | | all upgrades | | +| | | | and is received | | +| | | | within two | | +| | | | hours | | +| | | | (typically | | +| | | | within minutes) | | +| | | | of order comple | | +| | | | tions.Customer | | +| | | | is sent a link | | +| | | | with the T&Cs. | | +| | | | Customer | | +| | | | Service, | | +| | | | including | | +| | | | managers: Do | | +| | | | not accept the | | +| | | | T&Cs for the | | +| | | | customer. | | +| | | | Multi-line | | +| | | | orders require | | +| | | | T&Cs to be | | +| | | | accepted at the | | +| | | | order level. | | +| | | | Declining the | | +| | | | T&Cs cancels | | +| | | | the entire | | +| | | | order. | | +| | | | Customers have | | +| | | | a return period | | +| | | | for any device | | +| | | | they decide not | | +| | | | to keep. During | | +| | | | order | | +| | | | placement, | | +| | | | customers | | +| | | | provide an | | +| | | | email address.¶ | | +| | | | Customers | | +| | | | without an | | +| | | | email address | | +| | | | should visit a | | +| | | | retail | | +| | | | location.You | | +| | | | may use a dummy | | +| | | | email, but the | | +| | | | customer must | | +| | | | go to | | +| | | | att.com/TnCCRU | | +| | | | to accept T&Cs | | +| | | | and does not | | +| | | | receive the | | +| | | | email with | | +| | | | directions.This | | +| | | | email address | | +| | | | is used for | | +| | | | T&Cs acceptance | | +| | | | and order | | +| | | | status emails, | | +| | | | but is not kept | | +| | | | on file for any | | +| | | | other purpose. | | +| | | | The customer | | +| | | | provides the | | +| | | | following | | +| | | | information: ¶ | | +| | | | Shipping or | | +| | | | Billing ZIP | | +| | | | code.Cellular | | +| | | | telephone | | +| | | | number (CTN). | | +| | | | URL passphrase | | +| | | | only appears | | +| | | | when the | | +| | | | customer enters | | +| | | | incorrect | | +| | | | information 20+ | | +| | | | times.¶ ¶ ¶ | | +| | | | The shipping | | +| | | | confirmation | | +| | | | email includes | | +| | | | the shipping | | +| | | | tracking | | +| | | | number.¶ | | +| | | | Promote Self- | | +| | | | Service¶ | | +| | | | Customers can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus. | | +| | | | ◦Status for | | +| | | | orders placed | | +| | | | in the last 24 | | +| | | | hours may not | | +| | | | be available.En | | +| | | | tering the | | +| | | | customer's | | +| | | | email address | | +| | | | (checkout | | +| | | | screen) sends | | +| | | | the customer | | +| | | | order | | +| | | | notification | | +| | | | that the device | | +| | | | has | | +| | | | shipped.Refer | | +| | | | the customer to | | +| | | | www.att.com/dev | | +| | | | icehowto for | | +| | | | device | | +| | | | support.¶ Post | | +| | | | Call | | +| | | | Notification¶ | | +| | | | Send a PCN as | | +| | | | outlined in | | +| | | | your groups PCN | | +| | | | policy.¶ | | +| | | | Device | | +| | | | Expectations¶ | | +| | | | The order does | | +| | | | not ship until | | +| | | | online T&Cs are | | +| | | | accepted by the | | +| | | | customer.Shared | | +| | | | Upgrades | | +| | | | sometimes | | +| | | | require a visit | | +| | | | to an Contoso | | +| | | | Retail store or | | +| | | | a call to | | +| | | | Customer | | +| | | | Service to | | +| | | | activate the | | +| | | | device on the | | +| | | | correct | | +| | | | CTN.This occurs | | +| | | | when rep | | +| | | | performs a | | +| | | | "manual cross- | | +| | | | upgrade" rather | | +| | | | than using the | | +| | | | correct | | +| | | | flow.Refer the | | +| | | | customer to the | | +| | | | Copy Contact | | +| | | | Wizard (att.com | | +| | | | /learningcenter | | +| | | | /copy- | | +| | | | contacts.do) | | +| | | | and Device | | +| | | | Support (www.at | | +| | | | t.com/devicesup | | +| | | | port) for | | +| | | | instructions on | | +| | | | transferring | | +| | | | contacts | | +| | | | between | | +| | | | devices.Offer | | +| | | | Contoso Protect | | +| | | | Advantage - | | +| | | | BCSS and Device | | +| | | | Protection | | +| | | | during an | | +| | | | upgrade if the | | +| | | | customer is not | | +| | | | enrolled.¶ | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 61 | How can the | If the | Content: If | 5 | +| | customer | customer | the customer is | | +| | disconnect | wants to | being provided | | +| | their | cancel their | a credit even | | +| | device? | service, | though they are | | +| | | they can do | beyond the | | +| | | so, but they | return period, | | +| | | will be | have the | | +| | | charged the | customer send | | +| | | full retail | back the device | | +| | | price of the | – refer to: | | +| | | equipment or | Return | | +| | | an Early | Label/Status | | +| | | Termination | process. If the | | +| | | Fee since | customer wants | | +| | | the | to Cancel | | +| | | equipment is | service:  | | +| | | not eligible | The customer | | +| | | for return. | may cancel; | | +| | | They can | however, they | | +| | | refer to the | will be charged | | +| | | Service | the full retail | | +| | | Cancellation | price of the | | +| | | section of | equipment or an | | +| | | the Contoso | Early | | +| | | Mobility | Termination Fee | | +| | | Return | since the | | +| | | Policy for | equipment is | | +| | | more | not eligible | | +| | | information. | for return. | | +| | | If the | Refer to the | | +| | | customer is | Service | | +| | | porting | Cancellation | | +| | | their number | section of the | | +| | | out to |  Contoso Mobility | | +| | | another | Return Policy . | | +| | | carrier, | If the customer | | +| | | they should | is porting | | +| | | not cancel | their number | | +| | | their | out to another | | +| | | service and | carrier, do not | | +| | | should refer | cancel their | | +| | | to LNP | service. Refer | | +| | | (Number | to LNP (Number | | +| | | Transfer) | Transfer) Port- | | +| | | Port-Out - | Out - BCSS for | | +| | | BCSS for | details.  | | +| | | details. | Follow standard | | +| | | (Source: | cancellation | | +| | | context) | procedures for | | +| | | | your group:  | | +| | | | BMC: | | +| | | | Cancellation, | | +| | | | Retention, and | | +| | | | Red Flag | | +| | | | Procedures | | +| | | | BME: | | +| | | | Cancellation of | | +| | | | a Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | Do not use a | | +| | | | buyer's remorse | | +| | | | reason code.  | | +| | | | The customer is | | +| | | | responsible for | | +| | | | all applicable | | +| | | | monthly | | +| | | | charges, | | +| | | | activation fee, | | +| | | | and ETFs. Back | | +| | | | to Top Return | | +| | | | Eligible | | +| | | | Determine if | | +| | | | the customer | | +| | | | wants to Cancel | | +| | | | Service or Keep | | +| | | | Service. If | | +| | | | the customer | | +| | | | wishes to | | +| | | | Cancel Service: | | +| | | | Make a save | | +| | | | attempt. | | +| | | | Select the | | +| | | | cancellation | | +| | | | policy for your | | +| | | | group: BMC: | | +| | | | Cancellation, | | +| | | | Retention, and | | +| | | | Red Flag | | +| | | | Procedures | | +| | | | BME: | | +| | | | Cancellation of | | +| | | | a Corporate | | +| | | | Responsibility | | +| | | | User (CRU)   | | +| | | | Transfer all | | +| | | | other customers | | +| | | | to BMC. If the | | +| | | | customer is | | +| | | | porting their | | +| | | | number out to | | +| | | | another | | +| | | | carrier, do not | | +| | | | cancel their | | +| | | | service. Refer | | +| | | | to LNP (Number | | +| | | | Transfer) Port- | | +| | | | Out - BCSS for | | +| | | | details. | | +| | | | Delete any | | +| | | | parked | | +| | | | information and | | +| | | | cancel service. | | +| | | | See Delete | | +| | | | Parked | | +| | | | Information - | | +| | | | OPUS - Business | | +| | | | . Cancel the | | +| | | | service in | | +| | | | Telegence for | | +| | | | Buyer's Remorse | | +| | | | (BRE). · | | +| | | | Effective Date | | +| | | | - today's date. | | +| | | | · The Penalty | | +| | | | Treatment | | +| | | | defaults to | | +| | | | Waive Penalty | | +| | | | checked (reason | | +| | | | CTFA - credit- | | +| | | | contract term | | +| | | | fee). | | +| | | | Telegence | | +| | | | automatically | | +| | | | waives the | | +| | | | following when | | +| | | | BRE is | | +| | | | selected: | | +| | | | Activation fee | | +| | | | (if within | | +| | | | three days) | | +| | | | ETF Prorated | | +| | | | MRC Note the | | +| | | | account. The | | +| | | | cancellation is | | +| | | | effective | | +| | | | today. Fees | | +| | | | and adjustments | | +| | | | (ETF, | | +| | | | activation fee, | | +| | | | MRC) details. | | +| | | | Save attempt | | +| | | | details, if | | +| | | | applicable. | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know: | | +| | | | Cancel Service | | +| | | | Keep Service | | +| | | | Active Include | | +| | | | the following | | +| | | | with the | | +| | | | return: | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging. | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | |  Returned | | +| | | | equipment | | +| | | | should have all | | +| | | | security codes, | | +| | | | passwords, and | | +| | | | security locks | | +| | | | removed by the | | +| | | | customer. | | +| | | |  Customers must | | +| | | | remove Find My | | +| | | | iPhone | | +| | | | Activation Lock | | +| | | | from an iOS | | +| | | | device before | | +| | | | service, | | +| | | | return, or | | +| | | | exchange: To | | +| | | | assist a | | +| | | | customer with | | +| | | | disabling Find | | +| | | | My iPhone, | | +| | | | refer to How do | | +| | | | I turn off Find | | +| | | | My iPhone | | +| | | | remotely in | | +| | | | iCloud. | | +| | | | Service can be | | +| | | | resumed within | | +| | | | 59 days: | | +| | | | Contoso cannot | | +| | | | guarantee their | | +| | | | number(s) will | | +| | | | be available | | +| | | | upon | | +| | | | reinstatement. | | +| | | | If service is | | +| | | | reinstated to | | +| | | | active within | | +| | | | 59 days, the | | +| | | | Rollover | | +| | | | Minutes are | | +| | | | retained. | | +| | | | The | | +| | | | cancellation is | | +| | | | effective | | +| | | | today. The ETF | | +| | | | is waived. | | +| | | | Refund the | | +| | | | equipment | | +| | | | upgrade fee if | | +| | | | equipment is | | +| | | | returned within | | +| | | | three days of | | +| | | | the purchase | | +| | | | date. The | | +| | | | activation fee | | +| | | | is waived if | | +| | | | cancelled | | +| | | | within three | | +| | | | days, excluding | | +| | | | weekends. The | | +| | | | customer is | | +| | | | responsible for | | +| | | | all usage | | +| | | | charges | | +| | | | associated with | | +| | | | the line being | | +| | | | cancelled, up | | +| | | | to the date of | | +| | | | cancellation: | | +| | | | The customer | | +| | | | receives a | | +| | | | final prorated | | +| | | | invoice. | | +| | | | For information | | +| | | | about deposit | | +| | | | refunds, see | | +| | | | the Payment | | +| | | | Research and | | +| | | | Refunds | | +| | | | Decision Flow. | | +| | | | Include the | | +| | | | following with | | +| | | | the return: | | +| | | | Original | | +| | | | manufacturer's | | +| | | | box and | | +| | | | packaging | | +| | | | Original | | +| | | | invoice/Order | | +| | | | confirmation | | +| | | | Returned | | +| | | | equipment | | +| | | | should have all | | +| | | | security codes, | | +| | | | passwords, and | | +| | | | security locks | | +| | | | removed by the | | +| | | | customer. | | +| | | | Customers must | | +| | | | remove Find My | | +| | | | iPhone | | +| | | | Activation Lock | | +| | | | from an iOS | | +| | | | device before | | +| | | | service, | | +| | | | return, or | | +| | | | exchange: To | | +| | | | assist a | | +| | | | customer with | | +| | | | disabling Find | | +| | | | My iPhone, | | +| | | | refer to How do | | +| | | | I turn off Find | | +| | | | My iPhone | | +| | | | remotely in | | +| | | | iCloud. Contoso | | +| | | | cannot accept | | +| | | | an iOS device | | +| | | | marked as lost | | +| | | | for service or | | +| | | | exchange under | | +| | | | any | | +| | | | circumstances. | | +| | | | Device and all | | +| | | | components | | +| | | | (manual, | | +| | | | battery, | | +| | | | software, and | | +| | | | charger). The | | +| | | | customer does | | +| | | | not need to | | +| | | | return the SIM | | +| | | | to be eligible | | +| | | | for the refund. | | +| | | | The customer is | | +| | | | responsible for | | +| | | | all usage | | +| | | | charges | | +| | | | associated with | | +| | | | the line being | | +| | | | returned. | | +| | | | Refund the | | +| | | | equipment | | +| | | | upgrade fee if | | +| | | | equipment is | | +| | | | returned within | | +| | | | three days of | | +| | | | the purchase | | +| | | | date.  For | | +| | | | upgrade | | +| | | | returns, | | +| | | | Source: | | +| | | | Content: ¶ ¶ | | +| | | | Then ¶ ¶ Yes | | +| | | | ¶ ¶ Continue | | +| | | | to Next Step ¶ | | +| | | | ¶ No ¶ ¶ If | | +| | | | the customer | | +| | | | wants to keep | | +| | | | service active | | +| | | | and chooses to | | +| | | | use their | | +| | | | app(s), follow | | +| | | | steps below: ¶ | | +| | | | ¶ ¶ ¶ ¶ If | | +| | | | the service was | | +| | | | suspended by | | +| | | | the IVR or | | +| | | | myContoso, | | +| | | | reinstate the | | +| | | | service so the | | +| | | | customer can | | +| | | | use their | | +| | | | app(s). Set | | +| | | | expectations | | +| | | | with the | | +| | | | customer: ¶ | | +| | | | Service has not | | +| | | | been suspended | | +| | | | and the | | +| | | | customer is | | +| | | | responsible for | | +| | | | any charges | | +| | | | acquired after | | +| | | | the time the | | +| | | | device was | | +| | | | reported | | +| | | | stolen. Once | | +| | | | the customer | | +| | | | has finished | | +| | | | using their | | +| | | | apps to remote | | +| | | | wipe or locate | | +| | | | their device, | | +| | | | they contact | | +| | | | Contoso to suspend | | +| | | | their device. | | +| | | | Service can be | | +| | | | suspended via: | | +| | | | ¶ Customer | | +| | | | Service, | | +| | | | Online, or IVR: | | +| | | | 800.331.0500 | | +| | | | The customer | | +| | | | can use the | | +| | | | Interactive | | +| | | | Voice Response | | +| | | | (IVR) to | | +| | | | suspend or | | +| | | | restore their | | +| | | | phone for Lost | | +| | | | or Stolen by | | +| | | | following the | | +| | | | prompts after | | +| | | | authenticating. | | +| | | | BUS SIG/SB CRU | | +| | | | - The customer | | +| | | | can suspend or | | +| | | | restore their | | +| | | | service for | | +| | | | Lost or Stolen | | +| | | | at any time | | +| | | | using | | +| | | | att.com/myatt. | | +| | | | Enterprise CRU | | +| | | | - The customer | | +| | | | can suspend or | | +| | | | restore their | | +| | | | service for | | +| | | | Lost or Stolen | | +| | | | at any time | | +| | | | using Premier - | | +| | | | BCSS at www.wir | | +| | | | eless.att.com/b | | +| | | | usiness/index.j | | +| | | | sp if the | | +| | | | caller has | | +| | | | access to | | +| | | | Premier.¶ In | | +| | | | order for the | | +| | | | customer to | | +| | | | blacklist their | | +| | | | stolen device, | | +| | | | suspend the | | +| | | | device first. | | +| | | | Once suspended, | | +| | | | the customer | | +| | | | calls into | | +| | | | Customer | | +| | | | Service and | | +| | | | speaks to a | | +| | | | representative | | +| | | | who blacklists | | +| | | | the stolen | | +| | | | device.¶ In | | +| | | | Clarify, note | | +| | | | in detail the | | +| | | | following | | +| | | | information:¶ | | +| | | | The caller does | | +| | | | not wish to | | +| | | | suspend service | | +| | | | for Lost or | | +| | | | Stolen. The | | +| | | | caller was | | +| | | | advised that | | +| | | | all charges | | +| | | | incurred are | | +| | | | the | | +| | | | responsibility | | +| | | | of the | | +| | | | customer. The | | +| | | | date of the | | +| | | | loss. The date | | +| | | | the customer | | +| | | | called to | | +| | | | report the | | +| | | | loss.Location | | +| | | | when the | | +| | | | customer | | +| | | | realized the | | +| | | | device was | | +| | | | missing. ¶ Did | | +| | | | this occur out | | +| | | | of the country? | | +| | | | ¶ The | | +| | | | circumstances | | +| | | | of the loss. | | +| | | | When the device | | +| | | | was last used. | | +| | | | ¶ ¶ ¶ | | +| | | | Continue to | | +| | | | Step 9 ¶ ¶ ¶ | | +| | | | ¶ ¶ ¶ ¶ ¶ | | +| | | | 4. ¶ ¶ Set | | +| | | | Customer | | +| | | | Expectations | | +| | | | Pre-Suspension: | | +| | | | ¶ ¶ Contoso can | | +| | | | suspend voice | | +| | | | and/or data | | +| | | | service to | | +| | | | prevent any | | +| | | | unauthorized | | +| | | | activity. The | | +| | | | customer does | | +| | | | not have access | | +| | | | to voicemail | | +| | | | service or the | | +| | | | ability to use | | +| | | | call | | +| | | | forwarding. If | | +| | | | the customer | | +| | | | has Softcard, | | +| | | | contact ATS for | | +| | | | assistance. ¶ | | +| | | | ¶ 5. ¶ ¶ | | +| | | | Post Call | | +| | | | Notification | | +| | | | (PCN) ¶ ¶ If | | +| | | | the Clarify PCN | | +| | | | tab is enabled, | | +| | | | follow your | | +| | | | workgroup's | | +| | | | policy or offer | | +| | | | it to the | | +| | | | customer. ¶ ¶ | | +| | | | 6. ¶ ¶ | | +| | | | Suspend Service | | +| | | | in Telegence: ¶ | | +| | | | ¶ Telegence | | +| | | | Procedures ¶ | | +| | | | ¶ ¶ 1. ¶ ¶ | | +| | | | See Suspending | | +| | | | Service - | | +| | | | Telegence. ¶ ¶ | | +| | | | 2. ¶ ¶ Use | | +| | | | Suspend Code: | | +| | | | LOST - Lost | | +| | | | Equipment. ¶ ¶ | | +| | | | 3. ¶ ¶ Place | | +| | | | an inbound call | | +| | | | to confirm | | +| | | | suspension. See | | +| | | | Incoming and | | +| | | | Outgoing Test | | +| | | | Call Guidelines | | +| | | | - BCSS. ¶ ¶ | | +| | | | 4. ¶ ¶ Note | | +| | | | the customer | | +| | | | suspension | | +| | | | request in | | +| | | | Clarify with | | +| | | | the following | | +| | | | details: ¶ ¶ | | +| | | | ¶ ¶ The date | | +| | | | of the loss. | | +| | | | The date the | | +| | | | customer called | | +| | | | to report the | | +| | | | loss. Location | | +| | | | when the | | +| | | | customer | | +| | | | realized the | | +| | | | device was | | +| | | | missing. ¶ Did | | +| | | | this occur out | | +| | | | of the country? | | +| | | | ¶ The | | +| | | | circumstances | | +| | | | of the loss. | | +| | | | When the device | | +| | | | was last used. | | +| | | | ¶ ¶ * ¶ ¶ | | +| | | | If DSDS device | | +| | | | repeat for each | | +| | | | active CTN | | +| | | | associated to | | +| | | | the device. ¶ | | +| | | | ¶ ¶ ¶ ¶ 7. | | +| | | | ¶ ¶ Review | | +| | | | Self-Service | | +| | | | Options with | | +| | | | Customer: ¶ ¶ | | +| | | | ¶ IVR ¶ ¶ | | +| | | | The customer | | +| | | | can use the | | +| | | | Interactive | | +| | | | Voice Response | | +| | | | (IVR) to | | +| | | | suspend or | | +| | | | restore their | | +| | | | phone for Lost | | +| | | | or Stolen by | | +| | | | following the | | +| | | | prompts after | | +| | | | authenticating. | | +| | | | ¶ ¶ myContoso – | | +| | | | (BUS SIG/SB | | +| | | | customers) ¶ ¶ | | +| | | | The customer | | +| | | | can suspend or | | +| | | | restore their | | +| | | | service for | | +| | | | Lost or Stolen | | +| | | | at any time | | +| | | | using | | +| | | | att.com/myatt. | | +| | | | ¶ ¶ Premier – | | +| | | | (FAN/Non-FAN | | +| | | | CRU ¶ ¶ The | | +| | | | customer can | | +| | | | suspend or | | +| | | | restore their | | +| | | | service for | | +| | | | Lost or Stolen | | +| | | | at any time | | +| | | | using Premier - | | +| | | | BCSS at | | +| | | | www.wireless | | +| | | | Source: | | +| | | | Content: | | +| | | | Signature | | +| | | | Transfer the | | +| | | | customer to | | +| | | | Consumer | | +| | | | Retention | | +| | | | Verify the | | +| | | | account using | | +| | | | the Account | | +| | | | Verification | | +| | | | Process - | | +| | | | BCSS.¶ If the | | +| | | | customer can | | +| | | | authenticate, | | +| | | | continue with | | +| | | | canceling the | | +| | | | account.¶ The | | +| | | | death | | +| | | | certificate | | +| | | | isn't required | | +| | | | for | | +| | | | authenticated | | +| | | | customers. ¶ | | +| | | | If the customer | | +| | | | can't | | +| | | | authenticate, | | +| | | | refer them to | | +| | | | an Contoso Retail | | +| | | | Store (not | | +| | | | Authorized | | +| | | | Retail).¶ | | +| | | | Store | | +| | | | LocatorSelect a | | +| | | | store¶ Click | | +| | | | on Store | | +| | | | InfoClick on | | +| | | | AboutIf there's | | +| | | | no mention of | | +| | | | Authorized | | +| | | | Retail on that | | +| | | | page, you can | | +| | | | refer the | | +| | | | customer to | | +| | | | this store.¶ | | +| | | | Don't refer | | +| | | | customers to | | +| | | | Authorized | | +| | | | Retail | | +| | | | locations. ¶ ¶ | | +| | | | Make sure the | | +| | | | customer has | | +| | | | the death | | +| | | | certificate and | | +| | | | a Photo ID for | | +| | | | verification | | +| | | | purposes.¶ ¶ | | +| | | | Ask to see if | | +| | | | someone may | | +| | | | want to take | | +| | | | over the | | +| | | | service via | | +| | | | ToBR.¶ If | | +| | | | interested in | | +| | | | ToBR, process | | +| | | | using ToBR and | | +| | | | CRU Enrollment | | +| | | | Authorizations. | | +| | | | ¶ The device | | +| | | | installment | | +| | | | plan, if | | +| | | | applicable, | | +| | | | moves to the | | +| | | | new account.¶ | | +| | | | Accessories on | | +| | | | installment | | +| | | | plan aren't | | +| | | | eligible to be | | +| | | | transferred.¶ | | +| | | | If the customer | | +| | | | wishes to ToBR | | +| | | | the line and it | | +| | | | has an | | +| | | | accessory | | +| | | | installment, | | +| | | | the remaining | | +| | | | installment | | +| | | | balance (up to | | +| | | | $600) is | | +| | | | due.See | | +| | | | Accessories on | | +| | | | Installment | | +| | | | Plan for | | +| | | | details.¶ ¶ | | +| | | | Oregon | | +| | | | customers:¶ | | +| | | | Need to be | | +| | | | advised they | | +| | | | lose the option | | +| | | | to prorate | | +| | | | their final | | +| | | | bill.¶ | | +| | | | Multiple lines | | +| | | | on account:¶ | | +| | | | If the customer | | +| | | | doesn't want | | +| | | | all the | | +| | | | remaining | | +| | | | line(s), cancel | | +| | | | the unneeded | | +| | | | line(s) of | | +| | | | service, then | | +| | | | complete ToBR.¶ | | +| | | | ¶ If ToBR | | +| | | | isn't completed | | +| | | | at time of | | +| | | | call:¶ Set a | | +| | | | future-dated | | +| | | | cancellation | | +| | | | request for | | +| | | | seven days from | | +| | | | the date of the | | +| | | | call.¶ If ToBR | | +| | | | is declined:¶ | | +| | | | Cancel service | | +| | | | using the | | +| | | | instructions in | | +| | | | Step 3 | | +| | | | canceling the | | +| | | | account.¶ ¶ | | +| | | | If the customer | | +| | | | wants to keep | | +| | | | the device with | | +| | | | installments: a | | +| | | | one-time | | +| | | | payment of the | | +| | | | remaining | | +| | | | installment | | +| | | | balance is | | +| | | | required. BAU | | +| | | | process | | +| | | | applies. If | | +| | | | the customer | | +| | | | wants to return | | +| | | | the installment | | +| | | | device or the | | +| | | | installment | | +| | | | devices is | | +| | | | lost/stolen | | +| | | | follow these | | +| | | | steps: Step | | +| | | | Action From | | +| | | | the Customer | | +| | | | Summary page, | | +| | | | use the drop- | | +| | | | down to select | | +| | | | the desired | | +| | | | CTN. Click | | +| | | | Cancel Mobile | | +| | | | under the | | +| | | | Service | | +| | | | section. Enter | | +| | | | the Effective | | +| | | | Date of the | | +| | | | change if | | +| | | | applicable. | | +| | | | Select the | | +| | | | appropriate | | +| | | | Reason Code | | +| | | | from the drop- | | +| | | | down menu | | +| | | | (listed in | | +| | | | alphabetical | | +| | | | order.) Cancel | | +| | | | DTH then Select | | +| | | | device. Select | | +| | | | Return Option | | +| | | | (Customer | | +| | | | return the | | +| | | | device | | | +| | | | Customer Keep | | +| | | | the device)¶ | | +| | | | Note:For Ship | | +| | | | the Device | | +| | | | selection the | | +| | | | ESPR code | | +| | | | automatically | | +| | | | suspends the | | +| | | | remaining | | +| | | | installment | | +| | | | balance while | | +| | | | waiting for the | | +| | | | device(s) | | +| | | | return.For Lost | | +| | | | /Damaged/Stolen | | +| | | | devices | | +| | | | selection, the | | +| | | | following note | | +| | | | must be placed | | +| | | | onto the | | +| | | | account for | | +| | | | proper | | +| | | | handling: | | +| | | | Device is | | +| | | | Lost/Stolen and | | +| | | | canceling due | | +| | | | to deceased. | | +| | | | Collections | | +| | | | team will | | +| | | | process device | | +| | | | handling post- | | +| | | | cancellation.¶ | | +| | | | Enter notes as | | +| | | | applicable | | +| | | | Click Submit to | | +| | | | continue. | | +| | | | Confirmation | | +| | | | message may | | +| | | | appear. An | | +| | | | Installment | | +| | | | balance pop-up | | +| | | | may appear | | +| | | | detailing any | | +| | | | charges due. | | +| | | | Click OK. When | | +| | | | canceling a | | +| | | | line:¶ Confirm | | +| | | | the current | | +| | | | rate plan still | | +| | | | fits the | | +| | | | customer's | | +| | | | needs.¶ If | | +| | | | not, review | | +| | | | current plans.¶ | | +| | | | Cancel the | | +| | | | account(s) | | +| | | | using the DTH | | +| | | | code in OPUS.¶ | | +| | | | When canceling | | +| | | | an account:¶ | | +| | | | Perform a | | +| | | | search to | | +| | | | locate any | | +| | | | other | | +| | | | account(s) | | +| | | | associated with | | +| | | | the account | | +| | | | holder.Cancel | | +| | | | each CTN using | | +| | | | the DTH code in | | +| | | | OPUS.When the | | +| | | | final CTN on | | +| | | | the account has | | +| | | | been canceled, | | +| | | | the account | | +| | | | will be | | +| | | | canceled.If | | +| | | | handling | | +| | | | customers with | | +| | | | products | | +| | | | outside of | | +| | | | mobility on | | +| | | | their account ( | | +| | | | Unified/Combine | | +| | | | d) please refer | | +| | | | to the | | +| | | | resources below | | +| | | | for BAU process | | +| | | | to cancel. ¶ | | +| | | | Device return | | +| | | | options:¶ | | +| | | | Customer | | +| | | | returning | | +| | | | device(s):¶ | | +| | | | Select the | | +| | | | “Customer Ships | | +| | | | the device(s)” | | +| | | | option | | +| | | | presented in | | +| | | | OPUS.¶ Enter | | +| | | | IMEI of device | | +| | | | being | | +| | | | returned.Enter | | +| | | | shipping | | +| | | | information | | +| | | | including | | +| | | | contact name, | | +| | | | email address, | | +| | | | physical | | +| | | | address, and | | +| | | | phone number.¶ | | +| | | | Contoso advises | | +| | | | against | | +| | | | shipping to a | | +| | | | P.O. box as | | +| | | | depending on | | +| | | | the device type | | +| | | | the return box | | +| | | | may not fit and | | +| | | | may require the | | +| | | | customer to | | +| | | | come in and | | +| | | | pick it up. | | +| | | | Encourage the | | +| | | | customer to | | +| | | | have the | | +| | | | shipping kit | | +| | | | sent to a | | +| | | | physical | | +| | | | address or the | | +| | | | address on file | | +| | | | for the | | +| | | | account. If | | +| | | | device is | | +| | | | returned late | | +| | | | and is returned | | +| | | | to the sender, | | +| | | | it will be | | +| | | | addressed to | | +| | | | the contact | | +| | | | name. Track | | +| | | | returned | | +| | | | devices via the | | +| | | | AIR Tool (see | | +| | | | screenshot.)¶ | | +| | | | Inform the | | +| | | | customer of the | | +| | | | 30-day return r | | +| | | | equirement.Ship | | +| | | | ping kits can | | +| | | | be tracked | | +| | | | using Order | | +| | | | Track and will | | +| | | | show exchange | | +| | | | type and Return | | +| | | | Reason Code as | | +| | | | “ESR.� Source: | | +| | | | Content: time | | +| | | | at each number: | | +| | | | wireless, home, | | +| | | | and work phone | | +| | | | numbers, if | | +| | | | available. Use | | +| | | | the home or | | +| | | | work number for | | +| | | | data-only | | +| | | | devices. | | +| | | | Intentionally | | +| | | | disconnects, | | +| | | | after | | +| | | | verification, | | +| | | | during your | | +| | | | conversation | | +| | | | Do not attempt | | +| | | | a callback. | | +| | | | Continue to | | +| | | | step 4. | | +| | | | 3 If | | +| | | | the Caller Is | | +| | | | Then | | +| | | | Reached upon | | +| | | | callback and | | +| | | | VID completed | | +| | | | during the | | +| | | | previous call | | +| | | | Do not re- | | +| | | | verify the | | +| | | | customer: | | +| | | | Track the | | +| | | | customer's | | +| | | | issue in | | +| | | | Clarify as if | | +| | | | the call had | | +| | | | not dropped. | | +| | | | Follow the | | +| | | | Account Note | | +| | | | Guidelines. | | +| | | | Not reached | | +| | | | during callback | | +| | | | Leave the | | +| | | | customer a | | +| | | | voicemail, if | | +| | | | available, and | | +| | | | include:   | | +| | | | Your name and | | +| | | | you are | | +| | | | attempting a | | +| | | | follow-up to | | +| | | | the | | +| | | | conversation. | | +| | | | Your | | +| | | | department's | | +| | | | appropriate 800 | | +| | | | number. Ask | | +| | | | that they call | | +| | | | back from a | | +| | | | wired line. | | +| | | | Complete needs, | | +| | | | track(s), and | | +| | | | notes for: | | +| | | | Customer | | +| | | | interactions up | | +| | | | to the | | +| | | | disconnect. | | +| | | | Any tasks | | +| | | | completed after | | +| | | | disconnect | | +| | | | 4 Send an | | +| | | | email to a | | +| | | | manager on duty | | +| | | | with: | | +| | | | Wireless number | | +| | | | Customer name | | +| | | | Brief | | +| | | | description of | | +| | | | issue | | +| | | | Complete needs, | | +| | | | track(s), and | | +| | | | notes for: | | +| | | | Customer | | +| | | | interactions up | | +| | | | to the | | +| | | | disconnect. | | +| | | | Any tasks | | +| | | | completed after | | +| | | | disconnect. | | +| | | | The manager | | +| | | | follows up. | | +| | | | Dropped Call | | +| | | | If you are | | +| | | | accepting the | | +| | | | call, attempt a | | +| | | | callback to the | | +| | | | caller if it | | +| | | | drops during a | | +| | | | hand-off | | +| | | | (transfer): | | +| | | | Anytime you | | +| | | | offer, request, | | +| | | | or accept | | +| | | | ownership of a | | +| | | | call and it | | +| | | | drops, call the | | +| | | | customer back, | | +| | | | even if the | | +| | | | call had not | | +| | | | been handed-off | | +| | | | (transferred). | | +| | | | To verify | | +| | | | callers who | | +| | | | were not | | +| | | | verified by the | | +| | | | transferring | | +| | | | representative, | | +| | | | follow the | | +| | | | Outbound Call | | +| | | | Account Access | | +| | | | (VID) | | +| | | | Guidelines - | | +| | | | BCSS. | | +| | | | Disconnect the | | +| | | | call manually | | +| | | | if you and the | | +| | | | caller mutually | | +| | | | completed the | | +| | | | call, but the | | +| | | | caller did not | | +| | | | disconnect | | +| | | | their end of | | +| | | | the line: | | +| | | | This is the | | +| | | | only scenario | | +| | | | when you may | | +| | | | release a call. | | +| | | | For all dropped | | +| | | | call | | +| | | | situations, | | +| | | | note the | | +| | | | account via | | +| | | | Clarify:   | | +| | | | Reason for | | +| | | | dropped call | | +| | | | Reason callback | | +| | | | was not | | +| | | | provided | | +| | | | Definitions | | +| | | | Dropped Call | | +| | | | Call is | | +| | | | answered, | | +| | | | customer shared | | +| | | | a reason for | | +| | | | the call, | | +| | | | during the | | +| | | | conversation | | +| | | | the line | | +| | | | disconnects or | | +| | | | nothing is | | +| | | | heard on the | | +| | | | other end.If | | +| | | | the call drops | | +| | | | during a change | | +| | | | to, or action | | +| | | | on the account, | | +| | | | and you are | | +| | | | unable to | | +| | | | immediately | | +| | | | call them back, | | +| | | | escalate | | +| | | | immediately to | | +| | | | your supervisor | | +| | | | for a | | +| | | | callback.  | | +| | | | Intentional | | +| | | | Hang Up During | | +| | | | conversation, | | +| | | | customer | | +| | | | purposely hangs | | +| | | | up. Customers | | +| | | | generally say | | +| | | | something | | +| | | | indicating they | | +| | | | are ending the | | +| | | | call rather | | +| | | | than call | | +| | | | dropping mid- | | +| | | | conversation. | | +| | | | Ghost Call A | | +| | | | call is | | +| | | | answered, and | | +| | | | the other party | | +| | | | is not on the | | +| | | | other end. | | +| | | | End of Call | | +| | | | Customer Does | | +| | | | Not Disconnect | | +| | | | You close the | | +| | | | contact and the | | +| | | | call doesn't | | +| | | | end or release. | | +| | | | Customer | | +| | | | Initiated Hold | | +| | | | / Abandons Call | | +| | | | Customer places | | +| | | | the | | +| | | | representative | | +| | | | on an extended | | +| | | | hold or walks | | +| | | | away from the | | +| | | | phone without | | +| | | | returning. | | +| | | | Source: | | +| | | | Content: | | +| | | | personal | | +| | | | information | | +| | | | stored on the | | +| | | | device.If you | | +| | | | recover the | | +| | | | device, you can | | +| | | | reinstate the | | +| | | | service, but | | +| | | | will have to | | +| | | | wait up to 24 | | +| | | | hours for the | | +| | | | device to be | | +| | | | removed from | | +| | | | the blacklist. | | +| | | | Opted out of | | +| | | | blocking device | | +| | | | option Advise | | +| | | | the customer:If | | +| | | | you recover | | +| | | | your device, | | +| | | | you will be | | +| | | | able to | | +| | | | reinstate your | | +| | | | service and use | | +| | | | your device | | +| | | | right away. If | | +| | | | you still | | +| | | | cannot find | | +| | | | your device you | | +| | | | can call us | | +| | | | back within 30 | | +| | | | days to | | +| | | | blacklist your | | +| | | | device. | | +| | | | Customer | | +| | | | Inquiries & | | +| | | | Troubleshooting | | +| | | | Select the link | | +| | | | for policies | | +| | | | and | | +| | | | troubleshooting | | +| | | | steps on the | | +| | | | following | | +| | | | topics: | | +| | | | Device Stolen | | +| | | | In Transit | | +| | | | (Cannot Find a | | +| | | | Delivered Devic | | +| | | | e/Accessory) - | | +| | | | BCSS Report a | | +| | | | Device for Lost | | +| | | | /Stolen/Unrecov | | +| | | | erable & | | +| | | | Replace | | +| | | | Equipment - | | +| | | | BCSS   | | +| | | | Blacklist a | | +| | | | Stolen | | +| | | | Device/Remove | | +| | | | from Blacklist/ | | +| | | | DLC Blacklistin | | +| | | | g Check - BCSS | | +| | | | Request | | +| | | | Adjustments for | | +| | | | Lost or Stolen | | +| | | | Equipment- BCSS | | +| | | |   Restore for | | +| | | | Lost/Stolen/Sus | | +| | | | pend/Unrecovera | | +| | | | ble - BCSS FAQ | | +| | | | If the device | | +| | | | is found can | | +| | | | 911 or 611 | | +| | | | still be | | +| | | | dialed?Yes. 911 | | +| | | | and 611 can | | +| | | | still be | | +| | | | dialed.Do I | | +| | | | keep my number | | +| | | | while the | | +| | | | service is | | +| | | | suspended?Yes. | | +| | | | The customer | | +| | | | retains their | | +| | | | wireless number | | +| | | | while the | | +| | | | service is | | +| | | | suspended.Does | | +| | | | my contract | | +| | | | extend out by | | +| | | | the amount of | | +| | | | time my service | | +| | | | is suspend?No. | | +| | | | The customer's | | +| | | | contract is not | | +| | | | extended for | | +| | | | the amount of | | +| | | | time the | | +| | | | service is | | +| | | | suspended. Does | | +| | | | my service | | +| | | | automatically | | +| | | | reinstate at | | +| | | | any point?No. | | +| | | | Service(s) | | +| | | | suspended for | | +| | | | Lost or Stolen | | +| | | | do not | | +| | | | automatically | | +| | | | reinstate. Does | | +| | | | Contoso charge for | | +| | | | suspending or | | +| | | | restoring | | +| | | | service from | | +| | | | Lost or | | +| | | | Stolen?No. Contoso | | +| | | | does not charge | | +| | | | suspension or | | +| | | | restoral fees | | +| | | | for lost or | | +| | | | stolen.What if | | +| | | | a Third Party | | +| | | | or Another | | +| | | | Customer Finds | | +| | | | a Lost or | | +| | | | Stolen Phone? | | +| | | | When an Contoso | | +| | | | phone is found | | +| | | | by someone | | +| | | | other than its | | +| | | | owner, advise | | +| | | | the caller to | | +| | | | drop the phone | | +| | | | off at an Contoso | | +| | | | location.  | | +| | | | Provide the | | +| | | | address of an | | +| | | | Contoso Retail | | +| | | | location and th | | +| | | | e att.com/store | | +| | | | locator/ | | +| | | | website | | +| | | | address. Contoso | | +| | | | cannot divulge | | +| | | | any information | | +| | | | pertaining to | | +| | | | the phone's | | +| | | | owner, or | | +| | | | provide the | | +| | | | caller's | | +| | | | contact | | +| | | | information to | | +| | | | the phone's | | +| | | | owner.  An | | +| | | | Contoso Retail | | +| | | | agent contacts | | +| | | | Customer | | +| | | | Service and | | +| | | | supplies the | | +| | | | store's contact | | +| | | | information.  | | +| | | | Customer | | +| | | | Service | | +| | | | contacts the | | +| | | | phone's owner | | +| | | | with the | | +| | | | information.  | | +| | | | BMC contacts | | +| | | | the AOP/TCM | | +| | | | with the | | +| | | | information | | +| | | | following the | | +| | | | Outbound Call | | +| | | | Account Access | | +| | | | (VID) | | +| | | | Guidelines - | | +| | | | BCSS .  If | | +| | | | there is no | | +| | | | Contoso Retail | | +| | | | location in the | | +| | | | caller's area, | | +| | | | suggest they | | +| | | | take the phone | | +| | | | to their local | | +| | | | police station. | | +| | | | Can I request | | +| | | | an Unlimited or | | +| | | | Tiered | | +| | | | Smartphone Data | | +| | | | Plan Due to | | +| | | | Lost or Stolen? | | +| | | | The customer | | +| | | | qualifies for | | +| | | | the unlimited | | +| | | | or tiered | | +| | | | smartphone plan | | +| | | | if the previous | | +| | | | device was a | | +| | | | smartphone with | | +| | | | an unlimited or | | +| | | | tiered | | +| | | | smartphone data | | +| | | | plan AND the | | +| | | | new device is a | | +| | | | smartphone AND | | +| | | | the customer’s | | +| | | | service was | | +| | | | restored within | | +| | | | the last 90 | | +| | | | days from lost | | +| | | | or stolen. | | +| | | | Review the Gran | | +| | | | dfathered or | | +| | | | Expired Rate | | +| | | | Plans and | | +| | | | Feature | | +| | | | Requests - | | +| | | | BCSS to | | +| | | | complete a case | | +| | | | and notate in | | +| | | | the account | | +| | | | that the | | +| | | | customer is | | +| | | | eligible for | | +| | | | the Expired | | +| | | | Smartphone | | +| | | | plan. The | | +| | | | customer does | | +| | | | not qualify for | | +| | | | the expired | | +| | | | smartphone | | +| | | | plans if their | | +| | | | previous or new | | +| | | | device is not a | | +| | | | smartphone or | | +| | | | if the | | +| | | | customer’s | | +| | | | service is | | +| | | | restored after | | +| | | | 90 days from | | +| | | | being lost or | | +| | | | stolen.   | | +| | | | Current | | +| | | | features can be | | +| | | | offered. | | +| | | | Related Links | | +| | | | To check usage | | +| | | | on a lost or | | +| | | | stolen | | +| | | | device:•   | | +| | | |  Usage and Call | | +| | | | Detail - BCSS | | +| | | |  To suspend or | | +| | | | restore a | | +| | | | customer for | | +| | | | Voluntary or | | +| | | | Reduce Rate | | +| | | | Suspend:•   | | +| | | |  Voluntary | | +| | | | Suspend and | | +| | | | Restore - BCSS | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 62 | How do I | To check if | Content: Back | 8 | +| | know if Cell | Cell Booster | to Top | | +| | Booster | service is | Requirements | | +| | service is | available in | Equipment - | | +| | available in | a customer's | Compatible | | +| | the | area, you | equipment | | +| | customer's | can go to at | includes the | | +| | area? | t.com/cellbo | following: | | +| | | ostereligibi | 5G Sub-6GHz, | | +| | | lity and | 5G+ (mmWave), | | +| | | select | 4G LTE, or LTE- | | +| | | "Check | capable phones | | +| | | Service | Connected | | +| | | Area." This | Wearables, | | +| | | will allow | Tablets and | | +| | | you to | Laptops | | +| | | determine if | Wireless Home | | +| | | the customer | Phone: | | +| | | is within a | Premier, | | +| | | licensed | FirstNet | | +| | | Contoso | Central, and | | +| | | coverage | myContoso | | +| | | area and if | Account:  The | | +| | | they have a | customer must | | +| | | valid E911 | have a | | +| | | registered | registered | | +| | | physical | myContoso account. | | +| | | location | Enterprise / | | +| | | address. | CRU and | | +| | | Note that | FirstNet must | | +| | | the service | have Premier | | +| | | is currently | and FirstNet | | +| | | only | Central to | | +| | | available in | register and | | +| | | Washington- | manage the Cell | | +| | | state and | Boosters.  | | +| | | parts of | Postpaid | | +| | | Idaho, with | Account - An | | +| | | a national | active postpaid | | +| | | launch | account is | | +| | | planned for | required to | | +| | | 1Q 2022. | register the | | +| | | (Source: | Contoso Cell | | +| | | context) | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Customers that | | +| | | | activate a Cell | | +| | | | Booster Pro | | +| | | | will have | | +| | | | access to view | | +| | | | performance | | +| | | | reports. This | | +| | | | feature allows | | +| | | | customers to | | +| | | | see a 13-month | | +| | | | report that | | +| | | | displays | | +| | | | wireless usage | | +| | | | for that Cell | | +| | | | Booster Pro | | +| | | | Performance | | +| | | | Reports will | | +| | | | only be | | +| | | | displayed for | | +| | | | Cell Booster | | +| | | | Pro and not | | +| | | | available for | | +| | | | Cell Booster. | | +| | | | To access the | | +| | | | performance | | +| | | | reports, from | | +| | | | the Home page, | | +| | | | click Settings | | +| | | | > Performance | | +| | | | Reports. ¶ | | +| | | | Back to Top ¶ | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) The | | +| | | | Contoso Cell | | +| | | | Booster | | +| | | | app/portal is | | +| | | | the primary | | +| | | | portal for | | +| | | | customers to | | +| | | | use to activate | | +| | | | and manage | | +| | | | their Cell | | +| | | | Booster device. | | +| | | | For troubleshoo | | +| | | | ting, agents | | +| | | | can impersonate | | +| | | | or mimic the | | +| | | | customer in the | | +| | | | app/portal and | | +| | | | have access to | | +| | | | the same view | | +| | | | and functions | | +| | | | as the | | +| | | | customer.¶ To | | +| | | | access the | | +| | | | customer | | +| | | | app/portal, the | | +| | | | agent will | | +| | | | query the | | +| | | | customer using | | +| | | | the customer's | | +| | | | existing Login | | +| | | | ID used to | | +| | | | access the Cell | | +| | | | Booster | | +| | | | app/portal. | | +| | | | Follow the | | +| | | | steps below to | | +| | | | impersonate | | +| | | | using the | | +| | | | Impersonation | | +| | | | Tool:¶ ¶ | | +| | | | Access the | | +| | | | tool: https://c | | +| | | | ellbooster.aws. | | +| | | | cloud.att.com/s | | +| | | | upportContent/i | | +| | | | ndex.html | | +| | | | Login using | | +| | | | Contoso Global | | +| | | | Login Select | | +| | | | the Customer | | +| | | | Type from the | | +| | | | drop-down: | | +| | | | Customer, | | +| | | | Business or | | +| | | | FirstNet | | +| | | | Customer Type - | | +| | | | Screenshot. | | +| | | | Input the Login | | +| | | | ID and click | | +| | | | Impersonate to | | +| | | | see all Cell | | +| | | | Boosters | | +| | | | associated with | | +| | | | the customer | | +| | | | profile Login | | +| | | | ID - | | +| | | | Screenshot.¶ | | +| | | | If the user has | | +| | | | a registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear | | +| | | | Registered User | | +| | | | - Screenshot.If | | +| | | | the user does | | +| | | | not have a | | +| | | | registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear Non- | | +| | | | Registered User | | +| | | | - Screenshot.¶ | | +| | | | Note: The | | +| | | | customer must | | +| | | | accept the | | +| | | | Terms and | | +| | | | Conditions when | | +| | | | registering | | +| | | | their first | | +| | | | device. The | | +| | | | agent cannot | | +| | | | perform this on | | +| | | | behalf of the | | +| | | | user. The Terms | | +| | | | and Conditions | | +| | | | need to be | | +| | | | accepted before | | +| | | | an agent can | | +| | | | perform any | | +| | | | impersonation. | | +| | | | ¶ ¶ Login | | +| | | | ID:¶ ¶ Agents | | +| | | | should see the | | +| | | | Login ID | | +| | | | associated to | | +| | | | the user in | | +| | | | TSRM. The Login | | +| | | | ID will be | | +| | | | returned to | | +| | | | TSRM UI (via | | +| | | | ISSAC WF) when | | +| | | | the agent | | +| | | | queries the | | +| | | | Cell Booster | | +| | | | Portal data by | | +| | | | mobile number | | +| | | | or serial | | +| | | | number. The | | +| | | | Login ID will | | +| | | | also be | | +| | | | displayed in | | +| | | | Torch under | | +| | | | Device | | +| | | | Information | | +| | | | under the | | +| | | | Customer Login | | +| | | | ID field. TORCH | | +| | | | Login ID - | | +| | | | Screenshot The | | +| | | | agent can ask | | +| | | | the customer or | | +| | | | search via any | | +| | | | HALO tools | | +| | | | What if the | | +| | | | user's Login ID | | +| | | | has changed?¶ | | +| | | | The user or | | +| | | | Admin will have | | +| | | | to go into the | | +| | | | Cell Booster | | +| | | | Portal and add | | +| | | | another admin | | +| | | | user with the | | +| | | | new Login ID | | +| | | | and delete the | | +| | | | existing | | +| | | | user/admin¶ | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support ¶ | | +| | | | Roles¶ ¶ | | +| | | | BMC/BME General | | +| | | | Care can assist | | +| | | | customers with | | +| | | | general Contoso | | +| | | | Cell Booster | | +| | | | inquiries and | | +| | | | billing | | +| | | | support¶ ¶ | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing an | | +| | | | issue with | | +| | | | their Contoso Cell | | +| | | | Booster to BMTS | | +| | | | using the | | +| | | | Directory Tool¶ | | +| | | | BMTS provides | | +| | | | troubleshooting | | +| | | | assistance for | | +| | | | all Contoso Cell | | +| | | | Booster issues | | +| | | | using the Contoso | | +| | | | Cell Booster | | +| | | | Technical Guide | | +| | | | script (TS&R - | | +| | | | Troubleshoot & | | +| | | | Resolve Tool - | | +| | | | ETA TBD)¶ For | | +| | | | more | | +| | | | information on | | +| | | | troubleshooting | | +| | | | connectivity | | +| | | | issues, refer | | +| | | | to Contoso Cell | | +| | | | Booster: | | +| | | | Broadband | | +| | | | Internet | | +| | | | Connectivity Tr | | +| | | | oubleshooting¶ | | +| | | | ¶ Source: | | +| | | | Content: | | +| | | | Booster | | +| | | | Location screen | | +| | | | will appear | | +| | | | asking for the | | +| | | | following | | +| | | | information | | +| | | | below. Once | | +| | | | complete, click | | +| | | | Next¶ Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | optional¶ On | | +| | | | the Confirm | | +| | | | Cell Booster | | +| | | | Info screen, | | +| | | | the customer is | | +| | | | to review the | | +| | | | fields they | | +| | | | just filled | | +| | | | out. If | | +| | | | anything needs | | +| | | | to be edited, | | +| | | | advise the | | +| | | | customer to | | +| | | | click the back | | +| | | | arrow on the | | +| | | | top left to | | +| | | | edit fields. If | | +| | | | all fields are | | +| | | | accurate, click | | +| | | | the Confirm | | +| | | | button. The | | +| | | | Registration | | +| | | | Successful | | +| | | | screen will | | +| | | | appear, advise | | +| | | | the customer to | | +| | | | click the Next | | +| | | | button at the | | +| | | | bottom of the | | +| | | | screen. Once | | +| | | | the device is | | +| | | | successfully | | +| | | | registered, the | | +| | | | customer will | | +| | | | be guided | | +| | | | through setup | | +| | | | and | | +| | | | installation | | +| | | | steps/screens | | +| | | | in the Contoso | | +| | | | Cell Booster | | +| | | | app or web | | +| | | | portal. The | | +| | | | first screen to | | +| | | | appear will be | | +| | | | Find the best | | +| | | | place for your | | +| | | | Cell Booster. | | +| | | | Advise the | | +| | | | customer that | | +| | | | once the device | | +| | | | is activated, | | +| | | | set it upright | | +| | | | or mount it to | | +| | | | a wall. Click | | +| | | | Next Locate | | +| | | | the yellow- | | +| | | | colored | | +| | | | Ethernet cable | | +| | | | in the box. | | +| | | | Once unwrapped, | | +| | | | connect one end | | +| | | | to the yellow | | +| | | | colored | | +| | | | Ethernet port. | | +| | | | Next, connect | | +| | | | the other end | | +| | | | of the Ethernet | | +| | | | cable to the | | +| | | | customer's | | +| | | | internet | | +| | | | gateway/router. | | +| | | | Push firmly on | | +| | | | each end of the | | +| | | | cable until it | | +| | | | clicks; click | | +| | | | Next. ¶ Heads | | +| | | | Up: If the | | +| | | | customer is not | | +| | | | sure which port | | +| | | | to use on their | | +| | | | internet | | +| | | | gateway/router, | | +| | | | any open | | +| | | | similar looking | | +| | | | port should | | +| | | | work and is | | +| | | | usually labeled | | +| | | | LAN¶ Attach | | +| | | | the GPS antenna | | +| | | | to the window | | +| | | | if one is | | +| | | | nearby. Make | | +| | | | sure the window | | +| | | | is clean so | | +| | | | that the | | +| | | | antenna adheres | | +| | | | securely, once | | +| | | | complete click | | +| | | | Next Plug the | | +| | | | power cable | | +| | | | into the Cell | | +| | | | Booster and | | +| | | | into a nearby | | +| | | | outlet. This is | | +| | | | the last step | | +| | | | to install and | | +| | | | once complete, | | +| | | | click Finish to | | +| | | | go to the Home | | +| | | | Page which will | | +| | | | display the | | +| | | | Cell Booster | | +| | | | under their | | +| | | | account. On | | +| | | | the Main page, | | +| | | | the customer | | +| | | | may see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about | | +| | | | 1min for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will displayed | | +| | | | Registered. ¶ | | +| | | | Note: The | | +| | | | customer will | | +| | | | get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with a summary | | +| | | | of their Cell | | +| | | | Booster | | +| | | | information | | +| | | | entered via the | | +| | | | mobile app or | | +| | | | portal.¶ Heads | | +| | | | Up: Cell | | +| | | | Booster Pro has | | +| | | | an optional | | +| | | | Power of | | +| | | | Ethernet | | +| | | | (POE)++ | | +| | | | splitter to | | +| | | | provide power | | +| | | | as an | | +| | | | alternative to | | +| | | | the power | | +| | | | supply. Note: | | +| | | | On the Main | | +| | | | Page, the | | +| | | | customers may | | +| | | | see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about 1 | | +| | | | minute for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will display | | +| | | | Registered. | | +| | | | Additional | | +| | | | Note: Customer | | +| | | | will get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with summary of | | +| | | | their Cell | | +| | | | Booster | | +| | | | information | | +| | | | input into | | +| | | | mobile app or | | +| | | | the portal. | | +| | | | After | | +| | | | registration | | +| | | | and set-up is | | +| | | | complete, Contoso | | +| | | | Cell Booster | | +| | | | will go through | | +| | | | an activation | | +| | | | sequence in the | | +| | | | Network. Device | | +| | | | activation can | | +| | | | take up to an | | +| | | | hour to | | +| | | | complete. The | | +| | | | customer will | | +| | | | receive an | | +| | | | email and SMS | | +| | | | notification | | +| | | | once the device | | +| | | | has complete | | +| | | | activation and | | +| | | | is enabled for | | +| | | | use. The device | | +| | | | LED's will turn | | +| | | | solid white in | | +| | | | the following | | +| | | | sequence as | | +| | | | steps are | | +| | | | completed: | | +| | | | Power > | | +| | | | Internet > GPS | | +| | | | > LTE > Status | | +| | | | Note: The | | +| | | | customer can | | +| | | | also check the | | +| | | | device status | | +| | | | in the portal | | +| | | | by selecting | | +| | | | the arrow next | | +| | | | to the device | | +| | | | on the Home | | +| | | | page to get | | +| | | | additional | | +| | | | status for that | | +| | | | device | | +| | | | including any | | +| | | | errors | | +| | | | encountered | | +| | | | during | | +| | | | activation. An | | +| | | | email or SMS | | +| | | | notification | | +| | | | will also be | | +| | | | sent to the | | +| | | | customer | | +| | | | showing the | | +| | | | progress as | | +| | | | well as if any | | +| | | | specific error | | +| | | | occur during | | +| | | | activation. ¶ | | +| | | | ¶ Activation | | +| | | | Failure¶ On | | +| | | | the Home page, | | +| | | | if the | | +| | | | activation | | +| | | | failed, a red | | +| | | | circle with an | | +| | | | exclamation | | +| | | | point will | | +| | | | appear on the | | +| | | | Cell Booster | | +| | | | image along | | +| | | | with the error | | +| | | | and | | +| | | | instructions. | | +| | | | The customer | | +| | | | should follow | | +| | | | the | | +| | | | instructions | | +| | | | provided to | | +| | | | resolve the | | +| | | | issue. Initial | | +| | | | troubleshooting | | +| | | | are always to | | +| | | | unplug the | | +| | | | power cord and | | +| | | | plug back in | | +| | | | (power cycle) | | +| | | | or to | | +| | | | disconnect the | | +| | | | device and | | +| | | | attempt | | +| | | | registration | | +| | | | again. ¶ ¶ | | +| | | | Back to Top | | +| | | | Location | | +| | | | Updates and | | +| | | | Disconnect | | +| | | | Adding or | | +| | | | Moving a Cell | | +| | | | Booster | | +| | | | Location¶ ¶ | | +| | | | The customer | | +| | | | can add another | | +| | | | location or | | +| | | | move their | | +| | | | device to | | +| | | | another | | +| | | | location | | +| | | | address from | | +| | | | the Home Page > | | +| | | | Add a location. | | +| | | | To add a | | +| | | | location, click | | +| | | | on the + sign | | +| | | | under My | | +| | | | Location on the | | +| | | | top left corner | | +| | | | of the | | +| | | | app/portal.¶ | | +| | | | The customer | | +| | | | will then need | | +| | | | to fill out the | | +| | | | following | | +| | | | fields then | | +| | | | click Next once | | +| | | | all fields are | | +| | | | filled out:¶ | | +| | | | Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | customer | | +| | | | chooses¶ ¶ To | | +| | | | move a device | | +| | | | to another | | +| | | | location, the | | +| | | | customer needs | | +| | | | to disconnect | | +| | | | the device at | | +| | | | their current | | +| | | | location. | | +| | | | Follow the | | +| | | | instructions | | +| | | | for Disconnect | | +| | | | Contoso Cell | | +| | | | Booster.¶ Once | | +| | | | disconnected, | | +| | | | the customer | | +| | | | can select the | | +| | | | location where | | +| | | | they want to | | +| | | | move their Cell | | +| | | | Booster and | | +| | | | click on the + | | +| | | | sign to add the | | +| | | | new location. | | +| | | | Follow the | | +| | | | instructions to | | +| | | | add a location. | | +| | | | ¶ Note: There | | +| | | | is a future | | +| | | | enhancement to | | +| | | | make a move | | +| | | | flow more | | +| | | | seamless. Until | | +| | | | then, the | | +| | | | customer will | | +| | | | need to | | +| | | | disconnect and | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | ++----+----------------+----------------+------------------+--------------+ +| 63 | How does the | The Contoso | Content: Back | 10 | +| | Contoso Cell | Cell Booster | to Top | | +| | Booster meet | requires the | Requirements | | +| | E911 require | customer to | Equipment - | | +| | ments? | have an E911 | Compatible | | +| | | registered | equipment | | +| | | physical | includes the | | +| | | location | following: | | +| | | address, and | 5G Sub-6GHz, | | +| | | it uses the | 5G+ (mmWave), | | +| | | GPS system | 4G LTE, or LTE- | | +| | | to verify | capable phones | | +| | | its physical | Connected | | +| | | location. If | Wearables, | | +| | | the device | Tablets and | | +| | | is unable to | Laptops | | +| | | gain a GPS | Wireless Home | | +| | | Lock, it | Phone: | | +| | | attempts to | Premier, | | +| | | perform GPS | FirstNet | | +| | | Bypass using | Central, and | | +| | | the signal | myContoso | | +| | | from | Account:  The | | +| | | neighboring | customer must | | +| | | Contoso cell | have a | | +| | | towers in an | registered | | +| | | attempt to | myContoso account. | | +| | | verify the | Enterprise / | | +| | | physical | CRU and | | +| | | location of | FirstNet must | | +| | | the device. | have Premier | | +| | | If the Contoso | and FirstNet | | +| | | Cell Booster | Central to | | +| | | is able to | register and | | +| | | successfully | manage the Cell | | +| | | gain a GPS | Boosters.  | | +| | | Bypass, the | Postpaid | | +| | | physical | Account - An | | +| | | location can | active postpaid | | +| | | be verified | account is | | +| | | and the | required to | | +| | | activation | register the | | +| | | process | Contoso Cell | | +| | | continues to | Booster: If | | +| | | the next | a Prepaid | | +| | | step. If the | customers has a | | +| | | device | myContoso login, | | +| | | cannot | they can regist | | +| | | acquire a | er/activate a | | +| | | GPS lock and | Cell Booster. | | +| | | cannot | CRU customers | | +| | | perform GPS | may purchase | | +| | | Bypass, the | the Cell | | +| | | device | Booster, but | | +| | | cannot | they must | | +| | | proceed with | activate on a C | | +| | | activation, | onsumer/Signatu | | +| | | and the | re line. | | +| | | customer | Home Broadband | | +| | | will get an | Internet  | | +| | | email | Contoso Cell | | +| | | notification | Booster: | | +| | | and SMS text | Minimum speeds | | +| | | informing | are 5Mbps | | +| | | that | Download/1Mbps | | +| | | location | Upload. | | +| | | cannot be | Recommended | | +| | | determined | speeds are 100 | | +| | | for their | Mbps/5 Mbps. | | +| | | Contoso Cell | Contoso Cell | | +| | | Booster. | Booster Pro: | | +| | | Notification | Minimum speeds | | +| | | will | are 25Mbps | | +| | | instruct the | Download/5Mbps | | +| | | user to | Upload. The | | +| | | connect the | requirements | | +| | | GPS antenna | change by | | +| | | in an | number of Pros | | +| | | attempt to | on location:  | | +| | | try to get a | 25Mbps | | +| | | GPS lock or | Download/5Mbps | | +| | | customer can | Upload for 1 | | +| | | reach out to | Pro 30Mbps | | +| | | customer | Download/7Mbps | | +| | | support for | Upload for 2 | | +| | | help. | Pro's 35Mbps | | +| | | (Source: | Download/9MBps | | +| | | context) | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | To: Activation | | +| | | | and | | +| | | | Registration | | +| | | | Location | | +| | | | Updates and | | +| | | | Disconnect | | +| | | | Adding Admin | | +| | | | Access Update | | +| | | | Notification | | +| | | | Settings | | +| | | | Performance | | +| | | | Report (Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support FAQ | | +| | | | What's New | | +| | | | Contoso Cell | | +| | | | Booster ProSM – | | +| | | | FirstNet Closed | | +| | | | Mode User | | +| | | | Experience** | | +| | | | Notice: Contoso | | +| | | | and FirstNet | | +| | | | have discovered | | +| | | | a user | | +| | | | experience | | +| | | | issue with Cell | | +| | | | Booster Pros in | | +| | | | Closed Mode*. A | | +| | | | workaround is | | +| | | | available, and | | +| | | | a fix is | | +| | | | expected in | | +| | | | 2023. Issue: | | +| | | | Users not on | | +| | | | the Authorized | | +| | | | User list may | | +| | | | experience | | +| | | | service issues | | +| | | | when in range | | +| | | | of a Closed | | +| | | | Cell Booster | | +| | | | Pro. Users | | +| | | | could encounter | | +| | | | periods of no | | +| | | | service, no | | +| | | | bars, or full | | +| | | | bars without | | +| | | | access to | | +| | | | voice, text, or | | +| | | | data services. | | +| | | | Once the user | | +| | | | leaves the Cell | | +| | | | Booster Pro | | +| | | | coverage area, | | +| | | | the phone can | | +| | | | take over 10 | | +| | | | minutes before | | +| | | | service is | | +| | | | restored. To | | +| | | | restore service | | +| | | | faster, users | | +| | | | can toggle | | +| | | | Airplane mode | | +| | | | to reconnect to | | +| | | | the neighboring | | +| | | | macro tower | | +| | | | immediately. | | +| | | | Workaround: To | | +| | | | prevent this, | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | administrators | | +| | | | can switch to | | +| | | | Open Mode in | | +| | | | the Cell | | +| | | | Booster Pro | | +| | | | mobile app or | | +| | | | online | | +| | | | management | | +| | | | portal. | | +| | | | Instructions | | +| | | | can be found on | | +| | | | Page 5 of the | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | User & | | +| | | | Technical Guide | | +| | | | (firstnet.com). | | +| | | | Cell Booster | | +| | | | Pros have | | +| | | | industry | | +| | | | leading | | +| | | | security, and | | +| | | | all | | +| | | | communications | | +| | | | are encrypted | | +| | | | through a | | +| | | | secure tunnel | | +| | | | back to Contoso’s | | +| | | | Core. Contoso and | | +| | | | FirstNet will | | +| | | | also | | +| | | | temporarily | | +| | | | allow up to 5 | | +| | | | users to | | +| | | | connect to a | | +| | | | Closed Cell | | +| | | | Booster Pro in | | +| | | | the coming | | +| | | | weeks, even if | | +| | | | they aren’t on | | +| | | | the Whitelist, | | +| | | | to mitigate | | +| | | | this issue. | | +| | | | Resolution: A | | +| | | | fix for Closed | | +| | | | Mode will be | | +| | | | released in | | +| | | | 2023. After | | +| | | | this fix is | | +| | | | released, the | | +| | | | number of non- | | +| | | | whitelisted | | +| | | | connections | | +| | | | will drop back | | +| | | | down to 0. You | | +| | | | will receive a | | +| | | | follow-up | | +| | | | communication | | +| | | | once this fix | | +| | | | is released. | | +| | | | Questions: | | +| | | | Visit www.first | | +| | | | net.com/cellboo | | +| | | | sterpro or | | +| | | | contact | | +| | | | FirstNet | | +| | | | Customer Care | | +| | | | at | | +| | | | 800.574.7000. | | +| | | | *Closed Mode is | | +| | | | also known as | | +| | | | Whitelisting or | | +| | | | Closed | | +| | | | Subscriber | | +| | | | Group. | | +| | | | **Information | | +| | | | added November | | +| | | | 9, 2022. | | +| | | | Activation and | | +| | | | Registration | | +| | | | Heads Up: U.S. | | +| | | | Counties | | +| | | | (please click | | +| | | | on the | | +| | | | hyperlink to | | +| | | | view all listed | | +| | | | counties) where | | +| | | | only one radio | | +| | | | can be enabled. | | +| | | | To Activate and | | +| | | | Register the | | +| | | | Contoso Cell | | +| | | | Booster, follow | | +| | | | these steps:¶ | | +| | | | ¶ Download the | | +| | | | Contoso Cell | | +| | | | Booster app. | | +| | | | It's available | | +| | | | in the App | | +| | | | Store, iTunes | | +| | | | or the customer | | +| | | | can scan the QR | | +| | | | Code on the | | +| | | | Box/Device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription.¶ | | +| | | | ¶ Note: If the | | +| | | | QR code does | | +| | | | not work for | | +| | | | the customer, | | +| | | | then instruct | | +| | | | the customer to | | +| | | | either download | | +| | | | the Contoso Cell | | +| | | | Booster app | | +| | | | directly from | | +| | | | the App Store | | +| | | | or go to att.co | | +| | | | m/cellbooster . | | +| | | | ¶ When the app | | +| | | | is downloaded | | +| | | | and opened, the | | +| | | | first screen | | +| | | | will say | | +| | | | Welcome to Contoso | | +| | | | Cell Booster. | | +| | | | Users are asked | | +| | | | to select their | | +| | | | account type:¶ | | +| | | | Personal or | | +| | | | Small Business | | +| | | | - att.com/myatt | | +| | | | appEnterprise | | +| | | | or FirstNet | | +| | | | Subscriber Paid | | +| | | | (FirstNet | | +| | | | customer who | | +| | | | pays their own | | +| | | | bill) - | | +| | | | att.com/premier | | +| | | | FirstNet Agency | | +| | | | Paid - https:// | | +| | | | wireless.firstn | | +| | | | et.att.com ¶ | | +| | | | After the | | +| | | | account type is | | +| | | | selected, the | | +| | | | customer will | | +| | | | need to enter | | +| | | | their account | | +| | | | credentials to | | +| | | | login and | | +| | | | authenticate to | | +| | | | the portal. ¶ | | +| | | | Personal and | | +| | | | Small Business | | +| | | | uses existing | | +| | | | MyATT.com | | +| | | | username and | | +| | | | pw¶ Do not | | +| | | | create new | | +| | | | login using the | | +| | | | phone number as | | +| | | | the login (to | | +| | | | mirror | | +| | | | MicroCell). | | +| | | | Users need to | | +| | | | authenticate | | +| | | | with their | | +| | | | myContoso login. | | +| | | | ¶ Enterprise | | +| | | | uses Premier | | +| | | | username and Pa | | +| | | | sswordFirstNet | | +| | | | uses FirstNet | | +| | | | Central | | +| | | | username and | | +| | | | Password¶ When | | +| | | | the Cell | | +| | | | Booster App is | | +| | | | downloaded, an | | +| | | | end user | | +| | | | agreement | | +| | | | (EULA) must be | | +| | | | accepted, then | | +| | | | when they | | +| | | | login, the | | +| | | | Terms of | | +| | | | Service needs | | +| | | | to be accepted. | | +| | | | Once Terms of | | +| | | | Service are | | +| | | | accepted, users | | +| | | | will not be | | +| | | | required to | | +| | | | read through | | +| | | | them again. | | +| | | | After the Terms | | +| | | | of Service are | | +| | | | accepted, the | | +| | | | customer will | | +| | | | click on Setup | | +| | | | a Cell Booster | | +| | | | blue button | | +| | | | The customer | | +| | | | will then need | | +| | | | to fill out the | | +| | | | following | | +| | | | fields then | | +| | | | click Next once | | +| | | | all fields are | | +| | | | filled out:¶ | | +| | | | First NameLast | | +| | | | NameSerial | | +| | | | number of the | | +| | | | Cell Booster | | +| | | | (customer can | | +| | | | scan the QR | | +| | | | code via mobile | | +| | | | or entered | | +| | | | manually if | | +| | | | using the web | | +| | | | app; serial | | +| | | | number can be | | +| | | | found on device | | +| | | | label)Contoso | | +| | | | mobile phone | | +| | | | number for Cell | | +| | | | Booster portal | | +| | | | notificationsPr | | +| | | | eferred email | | +| | | | for Cell | | +| | | | Booster portal | | +| | | | notificationsCe | | +| | | | ll Booster | | +| | | | NicknameNote: | | +| | | | If it's a Cell | | +| | | | Booster Pro, | | +| | | | users will see | | +| | | | additional drop | | +| | | | down Cell | | +| | | | Booster Type to | | +| | | | select | | +| | | | appropriate | | +| | | | Cell Booster | | +| | | | configuration: | | +| | | | • Contoso for | | +| | | | Enterprise or | | +| | | | Small Business | | +| | | | customers. • | | +| | | | FirstNet for a | | +| | | | FirstNet agency | | +| | | | or Subscriber | | +| | | | Paid customer.¶ | | +| | | | The Enter Cell | | +| | | | Source: | | +| | | | Content: 4072Q  | | +| | | | Contoso Cell | | +| | | | Booster Wall | | +| | | | Charger  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | 4843P  Netgear | | +| | | | Ethernet | | +| | | | Powerline  | | +| | | | $84.99 | | +| | | | Optional | | +| | | | **Professional | | +| | | | Installation is | | +| | | | not available | | +| | | | for Cell | | +| | | | Booster or for | | +| | | | IRU liability | | +| | | | types. Cell | | +| | | | Booster is Self | | +| | | | Install Only** | | +| | | |     | | +| | | | Back to Top | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 64 | How many | The Contoso | Content: The | 10 | +| | phones can | Cell Booster | Contoso Cell | | +| | use Cell | and Cell | Booster and | | +| | Booster at | Booster Pro | Cell Booster | | +| | the same | can support | Pro serve as a | | +| | time? | up to 8 and | small 4G LTE | | +| | | 64 users res | cell tower in | | +| | | pectively, | the home or | | +| | | but all | office that | | +| | | users need | uses the | | +| | | to have Contoso | customer's | | +| | | wireless | broadband | | +| | | service and | Internet | | +| | | must be | connection to | | +| | | within range | carry the call | | +| | | to connect. | or data traffic | | +| | | (Source: | to the Contoso | | +| | | context) | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: Double | | +| | | | the | | +| | | | convenience! | | +| | | | 2 IMEIs on 1 | | +| | | | device 2 SIMs | | +| | | | on 1 device | | +| | | |  What makes it | | +| | | | great? | | +| | | | Customers can | | +| | | | choose to | | +| | | | associate one | | +| | | | or multiple | | +| | | | CTNs to their | | +| | | | device. Use | | +| | | | different plans | | +| | | | for different | | +| | | | needs. Carry | | +| | | | one device for | | +| | | | personal or | | +| | | | business use. | | +| | | | Links not | | +| | | | available? Some | | +| | | | articles are | | +| | | | restricted to | | +| | | | specific | | +| | | | profiles. | | +| | | | Here’s how it | | +| | | | works | | +| | | | Dual SIM: 2 | | +| | | | SIMs on 1 | | +| | | | device. A | | +| | | | combination of | | +| | | | physical and/or | | +| | | | eSIM, depending | | +| | | | on the device. | | +| | | | eSIMs may be | | +| | | | installed via | | +| | | | the Internet or | | +| | | | scanned by QR | | +| | | | code. For more | | +| | | | information on | | +| | | | eSIMs, see | | +| | | | Electronic SIM | | +| | | | (eSIM). | | +| | | | Dual Standby: | | +| | | | Both SIMs are | | +| | | | active on the | | +| | | | device and on | | +| | | | standby at the | | +| | | | same time. Not | | +| | | | all Dual SIM | | +| | | | devices may be | | +| | | | Dual Standby. | | +| | | | Each activated | | +| | | | CTN requires | | +| | | | its own rate | | +| | | | plan and | | +| | | | features. | | +| | | | Features work | | +| | | | independently | | +| | | | per CTN (such | | +| | | | as call | | +| | | | forwarding, | | +| | | | call waiting). | | +| | | | Each CTN can be | | +| | | | on a different | | +| | | | BAN; | | +| | | | Authenticate | | +| | | | each BAN | | +| | | | separately. | | +| | | | Experiences may | | +| | | | differ by | | +| | | | device - refer | | +| | | | to Device | | +| | | | Support for | | +| | | | details. | | +| | | | Available on 1 | | +| | | | CTN at a time. | | +| | | | The customer | | +| | | | selects which | | +| | | | CTN to use for | | +| | | | the data | | +| | | | session. If | | +| | | | using voice and | | +| | | | data | | +| | | | simultaneously | | +| | | | the customer | | +| | | | will need to | | +| | | | use the same | | +| | | | CTN for both ac | | +| | | | tivities. Examp | | +| | | | le: Browsing | | +| | | | the Internet | | +| | | | while a voice | | +| | | | call is on | | +| | | | hold. See | | +| | | | device support | | +| | | | for specifics.E | | +| | | | xception: If | | +| | | | Wi-Fi is turned | | +| | | | on and | | +| | | | connected to | | +| | | | the Internet, | | +| | | | the device uses | | +| | | | that connection | | +| | | | for data. There | | +| | | | is no | | +| | | | limitation to | | +| | | | which CTN to | | +| | | | use. Ready to | | +| | | | receive or send | | +| | | | an SMS/MMS on | | +| | | | either CTN. If | | +| | | | using voice on | | +| | | | one CTN any | | +| | | | SMS/MMS sent to | | +| | | | the other CTN | | +| | | | may not be | | +| | | | delivered until | | +| | | | the voice call | | +| | | | ends. The | | +| | | | customer | | +| | | | decides which | | +| | | | CTN to use for | | +| | | | outbound calls. | | +| | | | Ready for | | +| | | | inbound calls | | +| | | | on either CTN. | | +| | | | The customer | | +| | | | may not be able | | +| | | | to put calls on | | +| | | | hold and make a | | +| | | | call from the | | +| | | | other CTN. How | | +| | | | do I get it? | | +| | | | Ordering | | +| | | | Experience | | +| | | | DSDS devices, | | +| | | | which use both | | +| | | | a physical SIM | | +| | | | and eSIM, have | | +| | | | a unique | | +| | | | ordering | | +| | | | experience. | | +| | | | Select Ordering | | +| | | | Scenarios below | | +| | | | for more | | +| | | | information. | | +| | | | For ordering | | +| | | | instructions, | | +| | | | refer to the | | +| | | | OPUS Hub for | | +| | | | your channel. | | +| | | | Contoso Call | | +| | | | Center - | | +| | | | Customers | | +| | | | Seeking Dual | | +| | | | SIM Activation | | +| | | | Sell the Apple | | +| | | | device with a | | +| | | | primary CTN, | | +| | | | ship the phone, | | +| | | | and have the | | +| | | | customer | | +| | | | activate that | | +| | | | initial CTN. | | +| | | | Customer | | +| | | | activates the | | +| | | | first CTN by | | +| | | | calling into | | +| | | | the IVR. | | +| | | | Customer then | | +| | | | contacts the | | +| | | | seller to | | +| | | | complete the | | +| | | | eSIM activation | | +| | | | of the second | | +| | | | CTN. The | | +| | | | seller Issues a | | +| | | | BYOD order. | | +| | | | Customer | | +| | | | selects | | +| | | | Settings > | | +| | | | General > About | | +| | | | on the device. | | +| | | | The customer | | +| | | | will see two | | +| | | | IMEI numbers | | +| | | | listed. The | | +| | | | first is | | +| | | | assigned to the | | +| | | | first CTN that | | +| | | | is already | | +| | | | active. Provide | | +| | | | the digital | | +| | | | IMEI to the | | +| | | | seller, which | | +| | | | will be | | +| | | | assigned to the | | +| | | | second CTN. | | +| | | | The seller | | +| | | | enters the | | +| | | | digital IMEI | | +| | | | and chooses a | | +| | | | new rate plan | | +| | | | for that line.  | | +| | | | The seller | | +| | | | completes the | | +| | | | order. Dual | | +| | | | SIM / Dual | | +| | | | Standby Devices | | +| | | | iPhone 14/14 | | +| | | | Plus/14 Pro/14 | | +| | | | Pro Max, | | +| | | | 13/13Pro/13 Pro | | +| | | | Max, iPhone | | +| | | | 12/12mini/12 | | +| | | | Pro 12 Pro Max, | | +| | | | iPhone 11/11 | | +| | | | Pro/1 Pro Max, | | +| | | | iPhone SE/XS/XS | | +| | | | Max/XR DSDS | | +| | | | capability is | | +| | | | provided by a | | +| | | | combination of | | +| | | | physical SIM | | +| | | | and eSIM. | | +| | | | Exception: | | +| | | | iPhone 14 | | +| | | | models are eSIM | | +| | | | Only devices | | +| | | | and provide | | +| | | | DSDS capability | | +| | | | by using two | | +| | | | eSIMs. The | | +| | | | eSIM can be | | +| | | | installed | | +| | | | either by: | | +| | | | Downloading | | +| | | | from the | | +| | | | Internet | | +| | | | (required iOS13 | | +| | | | or greater). A | | +| | | | QR code on an | | +| | | | eSIM card. | | +| | | | DSDS | | +| | | | functionality | | +| | | | requires the | | +| | | | customer update | | +| | | | to the latest | | +| | | | iOS and install | | +| | | | an eSIM for the | | +| | | | additional new | | +| | | | line or | | +| | | | existing | | +| | | | service | | +| | | | FirstNet: The | | +| | | | customer can | | +| | | | purchase the | | +| | | | device, but | | +| | | | it's not | | +| | | | recommended | | +| | | | they activate | | +| | | | the non- | | +| | | | FirstNet SIM. | | +| | | | See FAQ > Can a | | +| | | | FirstNet | | +| | | | customer use a | | +| | | | Dual SIM | | +| | | | device? for | | +| | | | more | | +| | | | information. | | +| | | | Device unlock | | +| | | | is at the | | +| | | | device level, | | +| | | | not the | | +| | | | individual IMEI | | +| | | | level. The | | +| | | | device is sold | | +| | | | locked as | | +| | | | normal. Only | | +| | | | one number can | | +| | | | pair with | | +| | | | another device, | | +| | | | such as an | | +| | | | Apple Watch. | | +| | | | For more | | +| | | | information see | | +| | | | Using Dual SIM | | +| | | | with an eSIM. | | +| | | | Google Pixel 7, | | +| | | | Pixel 7 Pro, | | +| | | | Pixel 6, Pixel | | +| | | | 6 Pro, Pixel 5, | | +| | | | Pixel 4a ( | | +| | | | Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | ++----+----------------+----------------+------------------+--------------+ +| 65 | If the | Calls that | Content: Jump | 10 | +| | customer | start on the | to: Customer | | +| | starts a | Contoso | Support | Order | | +| | call away | Wireless | Installation | | +| | from the | Network will | Only | BRE | | +| | Contoso Cell | handoff to | Exchange | | | +| | Booster | the Contoso | Returns | | | +| | device and | Cell Booster | Change/Cancel | | +| | then comes | or Cell | Installation | | +| | within | Booster Pro | Appointment¶ ¶ | | +| | range, does | when the | Use this | | +| | the call | customer | article to | | +| | move to the | comes within | assist | | +| | Contoso Cell | range. The | customers | | +| | Booster | customer's | calling about | | +| | device? How | device will | the Contoso Cell | | +| | about | not connect | Booster and | | +| | billing? | to the Cell | Cell Booster | | +| | | Booster | Pro. For a list | | +| | | until the | of Contoso Contoso | | +| | | call has | Cell Booster | | +| | | ended. Calls | and Cell | | +| | | that start | Booster Pro | | +| | | on the Cell | features and | | +| | | Booster will | plans, see Contoso | | +| | | handoff to | Cell Booster & | | +| | | the Contoso | Cell Booster | | +| | | Wireless | Pro – BCSS.¶ ¶ | | +| | | Network. | Along with | | +| | | Billing for | Enhanced Care, | | +| | | usage on the | the BMTS | | +| | | Contoso Cell | representative | | +| | | Booster and | should be also | | +| | | Cell Booster | familiar with | | +| | | Pro is | the processes | | +| | | according to | listed below to | | +| | | the | assist Contoso | | +| | | customer's | Cell Booster | | +| | | rate plan | and Cell | | +| | | and/or | Booster Pro | | +| | | feature, | customers. | | +| | | just like if | Ordering OPUS | | +| | | the customer | Flow: OPUS is | | +| | | was on the | using the | | +| | | Contoso | standard | | +| | | Wireless | Accessory flow | | +| | | Network. | to order Cell | | +| | | (Source: Spe | Booster & Cell | | +| | | cifications | Booster Pro. | | +| | | section) | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: to | | +| | | | the new | | +| | | | location.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | the customer | | +| | | | contacts their | | +| | | | Contoso account | | +| | | | manager to add | | +| | | | the device to | | +| | | | the existing | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (pseudo CTN) at | | +| | | | that address | | +| | | | location, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Has | | +| | | | billing | | +| | | | issues/concerns | | +| | | | Assist the | | +| | | | customer with | | +| | | | billing issues. | | +| | | | For more | | +| | | | information on | | +| | | | device price, | | +| | | | features, and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS. | | +| | | | Wants to | | +| | | | complete a | | +| | | | Warranty | | +| | | | Exchange ¶ | | +| | | | Bridge the | | +| | | | customer to | | +| | | | BMTS using the | | +| | | | Directory Tool. | | +| | | | After the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | process: if | | +| | | | there's a | | +| | | | Professional | | +| | | | Installation | | +| | | | needed - please | | +| | | | follow below | | +| | | | steps. Note: | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro. ¶ | | +| | | | ¶ The | | +| | | | installation | | +| | | | option will | | +| | | | automatically | | +| | | | pop up in the | | +| | | | buy OPUS flow. | | +| | | | Users also have | | +| | | | the option to | | +| | | | place an | | +| | | | install only | | +| | | | order, | | +| | | | Professional | | +| | | | Installation is | | +| | | | offered with a | | +| | | | onetime charge | | +| | | | fee. When the | | +| | | | installation | | +| | | | option is | | +| | | | selected, the | | +| | | | user will be | | +| | | | presented | | +| | | | installation | | +| | | | scheduling | | +| | | | screens to | | +| | | | include:¶ | | +| | | | Customer | | +| | | | requested due | | +| | | | date (minimum | | +| | | | 10 business | | +| | | | days from order | | +| | | | date)Customer | | +| | | | contact name, | | +| | | | number, and | | +| | | | email address | | +| | | | Customer | | +| | | | location for | | +| | | | installation¶ | | +| | | | ¶ Advises you | | +| | | | they had the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | installed by | | +| | | | Contoso, but it is | | +| | | | not working and | | +| | | | requests for a | | +| | | | technician to | | +| | | | return to | | +| | | | location Wants | | +| | | | to set-up a | | +| | | | Premier account | | +| | | | ¶ Refer to the | | +| | | | Premier Login | | +| | | | Assistance - | | +| | | | BCSS. Reminder: | | +| | | | Small Business | | +| | | | customers use | | +| | | | MyATT.COM.¶ ¶ | | +| | | | Select | | +| | | | Determining if | | +| | | | a Premier Site | | +| | | | Exist to | | +| | | | determine if | | +| | | | the customer | | +| | | | has an existing | | +| | | | Premier Site.¶ | | +| | | | ¶ If yes, | | +| | | | assist the | | +| | | | customer with | | +| | | | resetting | | +| | | | existing logins | | +| | | | and/or | | +| | | | passwords for | | +| | | | Premier Online | | +| | | | Care.If no, | | +| | | | assist the | | +| | | | customer with a | | +| | | | New Premier | | +| | | | Site Build | | +| | | | Request.¶ Has | | +| | | | self-installed | | +| | | | device status | | +| | | | questions ¶ | | +| | | | Log into TORCH, | | +| | | | via Link | | +| | | | Center.Enter | | +| | | | the Serial | | +| | | | Number/EID or | | +| | | | query by the | | +| | | | customer's | | +| | | | mobile number | | +| | | | input during | | +| | | | Cell Booster re | | +| | | | gistration.Sele | | +| | | | ct Device | | +| | | | Status.¶ If | | +| | | | Customer Owned | | +| | | | is Set to Then | | +| | | | Yes Transfer | | +| | | | the customer to | | +| | | | BMTS using the | | +| | | | Directory Tool. | | +| | | | Has an Contoso | | +| | | | Owned Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro and | | +| | | | needs technical | | +| | | | assistance No | | +| | | | Transfer the | | +| | | | customer to BM | | +| | | | IoT using the | | +| | | | Directory Tool | | +| | | | and enter PIN | | +| | | | 08674. Is on a | | +| | | | FirstNet | | +| | | | certified | | +| | | | device using a | | +| | | | FN SIM and they | | +| | | | are attempting | | +| | | | to connect to | | +| | | | Cell Booster | | +| | | | Pro ¶ Heads | | +| | | | up: Cell | | +| | | | Booster Pro | | +| | | | supports Band | | +| | | | 14 therefore | | +| | | | customers with | | +| | | | FirstNet SIMs | | +| | | | or Contoso Orange | | +| | | | SIMs are | | +| | | | supported. | | +| | | | Verify the | | +| | | | customer is | | +| | | | using one of | | +| | | | the following | | +| | | | certified | | +| | | | devices:¶ ¶ | | +| | | | Corning | | +| | | | SpiderCloudfALU | | +| | | | MS-MCI 9962 | | +| | | | (Contoso MetroCell | | +| | | | )Ericsson mRBS | | +| | | | 6501Nokia | | +| | | | Flexizone SBO | | +| | | | (Single Band | | +| | | | Operation)Nokia | | +| | | | Flexizone MBO | | +| | | | (Multi Band | | +| | | | Operation)¶ | | +| | | | Back to Top¶ | | +| | | | Order | | +| | | | Professional | | +| | | | Install Only ¶ | | +| | | | ¶ ¶ | | +| | | | Standard hours | | +| | | | for an | | +| | | | installation is | | +| | | | Monday - | | +| | | | Friday, between | | +| | | | 8 a.m. - 5 | | +| | | | p.m., in the | | +| | | | customer's time | | +| | | | zone. Unless | | +| | | | otherwise | | +| | | | agreed to in | | +| | | | advance by both | | +| | | | parties, all | | +| | | | work will be | | +| | | | performed | | +| | | | during normal | | +| | | | business (9am – | | +| | | | 5 pm Monday | | +| | | | through Friday, | | +| | | | excluding | | +| | | | holidays). | | +| | | | OPUS does not | | +| | | | block off calen | | +| | | | dar/company | | +| | | | holidays:¶ Do | | +| | | | not schedule an | | +| | | | install | | +| | | | appointment for | | +| | | | a date that | | +| | | | falls on a cale | | +| | | | ndar/company | | +| | | | holiday.¶ | | +| | | | Enter special | | +| | | | instructions in | | +| | | | the Message for | | +| | | | Technician | | +| | | | field (using 75 | | +| | | | characters or | | +| | | | less):¶ Enter | | +| | | | information | | +| | | | about the | | +| | | | person who will | | +| | | | be on-site for | | +| | | | the | | +| | | | installation | | +| | | | into the | | +| | | | Contact | | +| | | | Information | | +| | | | section.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | phone number in | | +| | | | the Seller | | +| | | | Information | | +| | | | table. Once | | +| | | | the order is | | +| | | | submitted, the | | +| | | | information | | +| | | | entered on the | | +| | | | Installation | | +| | | | Information | | +| | | | page cannot be | | +| | | | updated:¶ If | | +| | | | an error was | | +| | | | made, cancel, | | +| | | | and reorder the | | +| | | | installation | | +| | | | appointment.¶ | | +| | | | BMTS should | | +| | | | follow PIWIL | | +| | | | (play it where | | +| | | | it lands) and | | +| | | | should be | | +| | | | familiar with | | +| | | | Ordering | | +| | | | Professional | | +| | | | Installation | | +| | | | process. For | | +| | | | any issues | | +| | | | BMTS, may | | +| | | | engage BMC or | | +| | | | Enhanced Care | | +| | | | to order an | | +| | | | installation | | +| | | | only for a | | +| | | | warranty | | +| | | | exchange | | +| | | | replacement | | +| | | | device. Note: | | +| | | | If customers | | +| | | | order in | | +| | | | Premier or | | +| | | | myATT.com, they | | +| | | | can request an | | +| | | | Install only | | +| | | | order when | | +| | | | calling into | | +| | | | Business Care | | +| | | | or Business | | +| | | | Sales or via | | +| | | | their account | | +| | | | rep. The | | +| | | | customer should | | +| | | | confirm that a | | +| | | | device has been | | +| | | | ordered and | | +| | | | BMTS / BMC / | | +| | | | Enhanced Care | | +| | | | should ask the | | +| | | | customer to | | +| | | | provide their | | +| | | | order number. | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for CRU’s | | +| | | | purchasing. The | | +| | | | installation | | +| | | | option will | | +| | | | automatically | | +| | | | pop up in the | | +| | | | OPUS buy flow | | +| | | | and users have | | +| | | | the option to | | +| | | | also place an | | +| | | | install only | | +| | | | order. The | | +| | | | Professional | | +| | | | Installation I | | +| | | | offered at a | | +| | | | onetime charge | | +| | | | fee Source: | | ++----+----------------+----------------+------------------+--------------+ +| 66 | If the | Calls that | Content: .att.c | 9 | +| | customer | start on the | om/business/ind | | +| | starts a | Contoso | ex.jsp if the | | +| | call on the | Wireless | caller has | | +| | Contoso Cell | Network will | access to | | +| | Booster | handoff to | Premier. ¶ ¶ | | +| | device and | the Cell | ¶ ¶ ¶ 8 ¶ | | +| | leaves their | Booster, but | ¶ Set Customer | | +| | home, does | the | Expectations: ¶ | | +| | the call | customer's | ¶ ¶ Email | | +| | continue uni | device will | Passwords ¶ ¶ | | +| | nterrupted? | not connect | If suspending a | | +| | How about | to the Cell | smartphone/data | | +| | billing? | Booster | device, | | +| | | until the | recommend they | | +| | | call has | change email | | +| | | ended. Calls | passwords | | +| | | that start | associated with | | +| | | on the Cell | the accounts on | | +| | | Booster do | the device. ¶ | | +| | | handoff to | ¶ Minutes ¶ ¶ | | +| | | the Contoso | Customers with | | +| | | Wireless | a capped voice | | +| | | Network. As | plan (for | | +| | | for billing, | example, 450 | | +| | | usage on the | min plan with | | +| | | Contoso Cell | 3000 | | +| | | Booster and | nights/weekend) | | +| | | Cell Booster | will not be | | +| | | Pro is | pro-rated when | | +| | | billed | suspended for | | +| | | according to | lost/stolen. | | +| | | the | Their full | | +| | | customer's | bucket of | | +| | | rate plan | minutes will | | +| | | and/or | remain | | +| | | feature just | available for | | +| | | like if the | the entire | | +| | | customer was | billing cycle. | | +| | | on Contoso | ¶ ¶ Mobile | | +| | | Wireless | Purchases ¶ ¶ | | +| | | Network. The | All Contoso Mobile | | +| | | customer | Purchases and | | +| | | will not see | any associated | | +| | | any | Contoso Mobile | | +| | | different | Purchase MRCs | | +| | | billing | continue if | | +| | | usage when | purchased | | +| | | placing | before | | +| | | calls/data | suspension. | | +| | | sessions on | For more | | +| | | Cell Booster | information, | | +| | | or Cell | see Mobile | | +| | | Booster Pro. | Purchase | | +| | | Call detail | Refunds - BCSS. | | +| | | is available | ¶ ¶ Monthly | | +| | | for calls | Recurring | | +| | | placed while | Charge (MRC) ¶ | | +| | | on the Contoso | ¶ All Voice | | +| | | Cell Booster | and Data MCRs | | +| | | or Cell | continue as | | +| | | Booster Pro. | normal. Advise | | +| | | (Source: | the customer we | | +| | | Contoso Cell | can make | | +| | | Booster & | modifications | | +| | | Cell Booster | to their rate | | +| | | Pro – BCSS) | plan and | | +| | | | features after | | +| | | | the account is | | +| | | | reinstated with | | +| | | | new equipment | | +| | | | or the current | | +| | | | equipment is | | +| | | | found. ¶ ¶ | | +| | | | Rollover | | +| | | | (Impacts to) ¶ | | +| | | | ¶ Rollover | | +| | | | Minutes | | +| | | | continue to | | +| | | | accumulate. | | +| | | | Rollover Data | | +| | | | for Mobile | | +| | | | Share Value | | +| | | | plans: ¶ Lost | | +| | | | if a group is | | +| | | | cancelled by | | +| | | | either removing | | +| | | | all members of | | +| | | | the group, | | +| | | | cancelling the | | +| | | | BAN, or | | +| | | | completing a | | +| | | | BAN to BAN move | | +| | | | or ToBR. | | +| | | | Maintained when | | +| | | | a suspended or | | +| | | | cancelled | | +| | | | account is | | +| | | | restored, as | | +| | | | long as the CTN | | +| | | | being restored | | +| | | | is not the last | | +| | | | member of the | | +| | | | group. ¶ ¶ ¶ | | +| | | | Suspension Time | | +| | | | frame ¶ ¶ The | | +| | | | service can | | +| | | | remain | | +| | | | suspended | | +| | | | indefinitely, | | +| | | | as long as | | +| | | | there are no | | +| | | | payment-related | | +| | | | issues. ¶ ¶ | | +| | | | Unbilled Usage | | +| | | | ¶ ¶ If the | | +| | | | customer asked | | +| | | | about unbilled | | +| | | | usage, see | | +| | | | Usage and Call | | +| | | | Detail - BCSS. | | +| | | | ¶ ¶ ¶ ¶ ¶ | | +| | | | 9. ¶ ¶ Does | | +| | | | the Customer | | +| | | | have Mobile | | +| | | | Insurance or | | +| | | | Contoso Protect | | +| | | | Advantage? ¶ ¶ | | +| | | | Ask the | | +| | | | customer if | | +| | | | other services | | +| | | | are active on | | +| | | | the device, and | | +| | | | if they could | | +| | | | be enrolled. | | +| | | | Always | | +| | | | authenticate | | +| | | | account | | +| | | | individually | | +| | | | before | | +| | | | accessing ¶ ¶ | | +| | | | ¶ If ¶ ¶ | | +| | | | Then ¶ ¶ Yes | | +| | | | ¶ ¶ If | | +| | | | customer wants | | +| | | | to file a | | +| | | | Mobile | | +| | | | Insurance | | +| | | | claim: ¶ ¶ | | +| | | | Refer to the | | +| | | | Contoso Protect | | +| | | | Advantage - | | +| | | | BCSS. The | | +| | | | customer may | | +| | | | also qualify | | +| | | | for an | | +| | | | equipment | | +| | | | upgrade, | | +| | | | depending on | | +| | | | eligibility. ¶ | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Upgrades | | +| | | | Ordering - | | +| | | | BCSS. ¶ ¶ ¶ | | +| | | | If the customer | | +| | | | does not want | | +| | | | to file a | | +| | | | Mobile | | +| | | | Insurance claim | | +| | | | at this time: ¶ | | +| | | | ¶ Advise the | | +| | | | customer to | | +| | | | file a claim | | +| | | | within 60 days | | +| | | | to file the | | +| | | | replacement | | +| | | | request. The | | +| | | | customer may | | +| | | | also qualify | | +| | | | for an | | +| | | | equipment | | +| | | | upgrade, | | +| | | | depending on | | +| | | | eligibility. ¶ | | +| | | | ¶ If the | | +| | | | customer is not | | +| | | | authorized to | | +| | | | process Mobile | | +| | | | Protect claim, | | +| | | | per FaST: ¶ ¶ | | +| | | | The customer | | +| | | | can shop and | | +| | | | order equipment | | +| | | | through the | | +| | | | following | | +| | | | methods: ¶ ¶ | | +| | | | ¶ BUS SIG/SB ¶ | | +| | | | ¶ Refer the | | +| | | | customer to | | +| | | | their myContoso | | +| | | | account at | | +| | | | att.com/myatt. | | +| | | | Call back into | | +| | | | Customer | | +| | | | Service. ¶ ¶ | | +| | | | CRU ¶ ¶ Refer | | +| | | | the customer to | | +| | | | their Premier | | +| | | | account at www. | | +| | | | wireless.att.co | | +| | | | m/business/inde | | +| | | | x.jsp. Call | | +| | | | back into | | +| | | | Customer | | +| | | | Service. ¶ ¶ | | +| | | | ¶ ¶ ¶ No ¶ | | +| | | | ¶ If the | | +| | | | customer wants | | +| | | | to discuss | | +| | | | equipment | | +| | | | ordering | | +| | | | options: ¶ ¶ | | +| | | | Eligibility can | | +| | | | be checked | | +| | | | while the | | +| | | | account is | | +| | | | suspended for | | +| | | | Lost and | | +| | | | Stolen, if the | | +| | | | code used to | | +| | | | suspend was | | +| | | | LOST. For | | +| | | | replacement | | +| | | | options and | | +| | | | expectations, | | +| | | | refer to | | +| | | | Equipment | | +| | | | Upgrades | | +| | | | Ordering - | | +| | | | BCSS. ¶ ¶ If | | +| | | | the customer | | +| | | | doesn’t wish to | | +| | | | discuss | | +| | | | equipment | | +| | | | ordering | | +| | | | options: ¶ ¶ | | +| | | | The customer | | +| | | | can shop and | | +| | | | order equipment | | +| | | | through the | | +| | | | following | | +| | | | methods: ¶ ¶ | | +| | | | ¶ BUS SIG/SB ¶ | | +| | | | ¶ ¶ Refer the | | +| | | | customer to | | +| | | | their myContoso | | +| | | | account at | | +| | | | att.com/myatt. | | +| | | | ¶ ¶ Call back | | +| | | | into Customer | | +| | | | Service. ¶ ¶ | | +| | | | ¶ CRU ¶ ¶ ¶ | | +| | | | Refer the | | +| | | | customer to | | +| | | | their Premier | | +| | | | account at www. | | +| | | | wireless.att.co | | +| | | | m/business/inde | | +| | | | x.jsp. ¶ ¶ | | +| | | | Call back into | | +| | | | Customer | | +| | | | Service. ¶ ¶ | | +| | | | ¶ ¶ Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: to | | +| | | | the new | | +| | | | location.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | the customer | | +| | | | contacts their | | +| | | | Contoso account | | +| | | | manager to add | | +| | | | the device to | | +| | | | the existing | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (pseudo CTN) at | | +| | | | that address | | +| | | | location, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Has | | +| | | | billing | | +| | | | issues/concerns | | +| | | | Assist the | | +| | | | customer with | | +| | | | billing issues. | | +| | | | For more | | +| | | | information on | | +| | | | device price, | | +| | | | features, and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS. | | +| | | | Wants to | | +| | | | complete a | | +| | | | Warranty | | +| | | | Exchange ¶ | | +| | | | Bridge the | | +| | | | customer to | | +| | | | BMTS using the | | +| | | | Directory Tool. | | +| | | | After the | | +| | | | Warranty | | +| | | | Exchange | | +| | | | process: if | | +| | | | there's a | | +| | | | Professional | | +| | | | Installation | | +| | | | needed - please | | +| | | | follow below | | +| | | | steps. Note: | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro. ¶ | | +| | | | ¶ The | | +| | | | installation | | +| | | | option will | | +| | | | automatically | | +| | | | pop up in the | | +| | | | buy OPUS flow. | | +| | | | Users also have | | +| | | | the option to | | +| | | | place an | | +| | | | install only | | +| | | | order, | | +| | | | Professional | | +| | | | Installation is | | +| | | | offered with a | | +| | | | onetime charge | | +| | | | fee. When the | | +| | | | installation | | +| | | | option is | | +| | | | selected, the | | +| | | | user will be | | +| | | | presented | | +| | | | installation | | +| | | | scheduling | | +| | | | screens to | | +| | | | include:¶ | | +| | | | Customer | | +| | | | requested due | | +| | | | date (minimum | | +| | | | 10 business | | +| | | | days from order | | +| | | | date)Customer | | +| | | | contact name, | | +| | | | number, and | | +| | | | email address | | +| | | | Customer | | +| | | | location for | | +| | | | installation¶ | | +| | | | ¶ Advises you | | +| | | | they had the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | installed by | | +| | | | Contoso, but it is | | +| | | | not working and | | +| | | | requests for a | | +| | | | technician to | | +| | | | return to | | +| | | | location Wants | | +| | | | to set-up a | | +| | | | Premier account | | +| | | | ¶ Refer to the | | +| | | | Premier Login | | +| | | | Assistance - | | +| | | | BCSS. Reminder: | | +| | | | Small Business | | +| | | | customers use | | +| | | | MyATT.COM.¶ ¶ | | +| | | | Select | | +| | | | Determining if | | +| | | | a Premier Site | | +| | | | Exist to | | +| | | | determine if | | +| | | | the customer | | +| | | | has an existing | | +| | | | Premier Site.¶ | | +| | | | ¶ If yes, | | +| | | | assist the | | +| | | | customer with | | +| | | | resetting | | +| | | | existing logins | | +| | | | and/or | | +| | | | passwords for | | +| | | | Premier Online | | +| | | | Care.If no, | | +| | | | assist the | | +| | | | customer with a | | +| | | | New Premier | | +| | | | Site Build | | +| | | | Request.¶ Has | | +| | | | self-installed | | +| | | | device status | | +| | | | questions ¶ | | +| | | | Log into TORCH, | | +| | | | via Link | | +| | | | Center.Enter | | +| | | | the Serial | | +| | | | Number/EID or | | +| | | | query by the | | +| | | | customer's | | +| | | | mobile number | | +| | | | input during | | +| | | | Cell Booster re | | +| | | | gistration.Sele | | +| | | | ct Device | | +| | | | Status.¶ If | | +| | | | Customer Owned | | +| | | | is Set to Then | | +| | | | Yes Transfer | | +| | | | the customer to | | +| | | | BMTS using the | | +| | | | Directory Tool. | | +| | | | Has an Contoso | | +| | | | Owned Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro and | | +| | | | needs technical | | +| | | | assistance No | | +| | | | Transfer the | | +| | | | customer to BM | | +| | | | IoT using the | | +| | | | Directory Tool | | +| | | | and enter PIN | | +| | | | 08674. Is on a | | +| | | | FirstNet | | +| | | | certified | | +| | | | device using a | | +| | | | FN SIM and they | | +| | | | are attempting | | +| | | | to connect to | | +| | | | Cell Booster | | +| | | | Pro ¶ Heads | | +| | | | up: Cell | | +| | | | Booster Pro | | +| | | | supports Band | | +| | | | 14 therefore | | +| | | | customers with | | +| | | | FirstNet SIMs | | +| | | | or Contoso Orange | | +| | | | SIMs are | | +| | | | supported. | | +| | | | Verify the | | +| | | | customer is | | +| | | | using one of | | +| | | | the following | | +| | | | certified | | +| | | | devices:¶ ¶ | | +| | | | Corning | | +| | | | SpiderCloudfALU | | +| | | | MS-MCI 9962 | | +| | | | (Contoso MetroCell | | +| | | | )Ericsson mRBS | | +| | | | 6501Nokia | | +| | | | Flexizone SBO | | +| | | | (Single Band | | +| | | | Operation)Nokia | | +| | | | Flexizone MBO | | +| | | | (Multi Band | | +| | | | Operation)¶ | | +| | | | Back to Top¶ | | +| | | | Order | | +| | | | Professional | | +| | | | Install Only ¶ | | +| | | | ¶ ¶ | | +| | | | Standard hours | | +| | | | for an | | +| | | | installation is | | +| | | | Monday - | | +| | | | Friday, between | | +| | | | 8 a.m. - 5 | | +| | | | p.m., in the | | +| | | | customer's time | | +| | | | zone. Unless | | +| | | | otherwise | | +| | | | agreed to in | | +| | | | advance by both | | +| | | | parties, all | | +| | | | work will be | | +| | | | performed | | +| | | | during normal | | +| | | | business (9am – | | +| | | | 5 pm Monday | | +| | | | through Friday, | | +| | | | excluding | | +| | | | holidays). | | +| | | | OPUS does not | | +| | | | block off calen | | +| | | | dar/company | | +| | | | holidays:¶ Do | | +| | | | not schedule an | | +| | | | install | | +| | | | appointment for | | +| | | | a date that | | +| | | | falls on a cale | | +| | | | ndar/company | | +| | | | holiday.¶ | | +| | | | Enter special | | +| | | | instructions in | | +| | | | the Message for | | +| | | | Technician | | +| | | | field (using 75 | | +| | | | characters or | | +| | | | less):¶ Enter | | +| | | | information | | +| | | | about the | | +| | | | person who will | | +| | | | be on-site for | | +| | | | the | | +| | | | installation | | +| | | | into the | | +| | | | Contact | | +| | | | Information | | +| | | | section.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | phone number in | | +| | | | the Seller | | +| | | | Information | | +| | | | table. Once | | +| | | | the order is | | +| | | | submitted, the | | +| | | | information | | +| | | | entered on the | | +| | | | Installation | | +| | | | Information | | +| | | | page cannot be | | +| | | | updated:¶ If | | +| | | | an error was | | +| | | | made, cancel, | | +| | | | and reorder the | | +| | | | installation | | +| | | | appointment.¶ | | +| | | | BMTS should | | +| | | | follow PIWIL | | +| | | | (play it where | | +| | | | it lands) and | | +| | | | should be | | +| | | | familiar with | | +| | | | Ordering | | +| | | | Professional | | +| | | | Installation | | +| | | | process. For | | +| | | | any issues | | +| | | | BMTS, may | | +| | | | engage BMC or | | +| | | | Enhanced Care | | +| | | | to order an | | +| | | | installation | | +| | | | only for a | | +| | | | warranty | | +| | | | exchange | | +| | | | replacement | | +| | | | device. Note: | | +| | | | If customers | | +| | | | order in | | +| | | | Premier or | | +| | | | myATT.com, they | | +| | | | can request an | | +| | | | Install only | | +| | | | order when | | +| | | | calling into | | +| | | | Business Care | | +| | | | or Business | | +| | | | Sales or via | | +| | | | their account | | +| | | | rep. The | | +| | | | customer should | | +| | | | confirm that a | | +| | | | device has been | | +| | | | ordered and | | +| | | | BMTS / BMC / | | +| | | | Enhanced Care | | +| | | | should ask the | | +| | | | customer to | | +| | | | provide their | | +| | | | order number. | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for CRU’s | | +| | | | purchasing. The | | +| | | | installation | | +| | | | option will | | +| | | | automatically | | +| | | | pop up in the | | +| | | | OPUS buy flow | | +| | | | and users have | | +| | | | the option to | | +| | | | also place an | | +| | | | install only | | +| | | | order. The | | +| | | | Professional | | +| | | | Installation I | | +| | | | offered at a | | +| | | | onetime charge | | +| | | | fee Source: | | ++----+----------------+----------------+------------------+--------------+ +| 67 | Should I | It depends | Content: | 9 | +| | make changes | on the | Reminders! | | +| | to the | specific | Date of Birth | | +| | customers | type of | and Drivers | | +| | profile | change you | License updates | | +| | online? | need to | must be | | +| | | make. For | processed in a | | +| | | example, | Retail | | +| | | changes to | location. | | +| | | the billing | Special | | +| | | address or | characters: | | +| | | contact | Valid | | +| | | numbers can | characters are | | +| | | be made | numerals (1-9), | | +| | | online | alphabetical | | +| | | through the | letters (a-z), | | +| | | appropriate | apostrophes | | +| | | channels, | ('), | | +| | | but changes | underscores | | +| | | to the Tax | (_), and | | +| | | ID field may | spaces. Avoid | | +| | | require | the pipe | | +| | | contacting | character (|), | | +| | | SSO. It's | comma (,), | | +| | | important to | semicolon (;), | | +| | | follow the | colon (:), and | | +| | | guidelines | hyphen (-). | | +| | | and | Links not | | +| | | procedures | available? Some | | +| | | provided in | articles are | | +| | | the context | restricted to | | +| | | to ensure | specific | | +| | | accuracy and | profiles. | | +| | | compliance. | Contact Number | | +| | | (Source: | Change | Email | | +| | | context) | Address Change | | +| | | | | Name Change | | | +| | | | Password / | | +| | | | Passcode Change | | +| | | | | Social | | +| | | | Security Number | | +| | | | / Tax ID Change | | +| | | | Address Change | | +| | | | What I Need to | | +| | | | Know Account | | +| | | | must be at | | +| | | | least 31 days | | +| | | | old and the | | +| | | | first bill | | +| | | | paid. | | +| | | | Exception: | | +| | | | Typos or a | | +| | | | verified Contoso | | +| | | | employee error. | | +| | | | Changes on | | +| | | | accounts less | | +| | | | than 31 days | | +| | | | old must be | | +| | | | requested by a | | +| | | | FAN Contact. | | +| | | | PCN must be | | +| | | | sent to the | | +| | | | requestor. | | +| | | | End-users can | | +| | | | change a | | +| | | | billing address | | +| | | | if authorized | | +| | | | FaST. | | +| | | | Government | | +| | | | accounts bill | | +| | | | directly to the | | +| | | | government | | +| | | | agency. | | +| | | | Never change to | | +| | | | an end-user's | | +| | | | home address. | | +| | | | FAN-level | | +| | | | address can | | +| | | | only be changed | | +| | | | by DD/DM/TCMs | | +| | | | and the Account | | +| | | | Team. | | +| | | | Exception | | +| | | | verbiage in | | +| | | | FaST | | +| | | | authorizing | | +| | | | additional | | +| | | | individuals | | +| | | | must be | | +| | | | specific to | | +| | | | Profile address | | +| | | | changes, not | | +| | | | just address | | +| | | | changes in | | +| | | | general. | | +| | | | Business | | +| | | | Combined Bill: | | +| | | | Transfer Small | | +| | | | Business to | | +| | | | wired. | | +| | | | Transfer ACDA | | +| | | | per your | | +| | | | departments | | +| | | | call transfer | | +| | | | matrix. | | +| | | | PPU address | | +| | | | determines how | | +| | | | taxes are | | +| | | | calculated for | | +| | | | the subscriber. | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know Change | | +| | | | is effective | | +| | | | immediately. | | +| | | | Contoso sends a | | +| | | | CPNI | | +| | | | notification | | +| | | | when the | | +| | | | billing address | | +| | | | is changed: | | +| | | | Sent via email, | | +| | | | SMS, or USPS | | +| | | | letter and may | | +| | | | take up to 48 | | +| | | | hours to be | | +| | | | sent. | | +| | | | Automatic | | +| | | | updates can | | +| | | | occur without | | +| | | | them requesting | | +| | | | it: USPS | | +| | | | provides | | +| | | | changes via an | | +| | | | Address Change | | +| | | | Service Feed or | | +| | | | the USPS | | +| | | | report. See | | +| | | | Address Change | | +| | | | - USPS | | +| | | | Compliance. | | +| | | | Procedures | | +| | | | Billing Address | | +| | | | Send a one-time | | +| | | | PIN per One- | | +| | | | Time PIN - | | +| | | | BCSS. If | | +| | | | unable to | | +| | | | validate, the | | +| | | | change cannot | | +| | | | be processed. | | +| | | | Change the | | +| | | | address in | | +| | | | OPUS. See View | | +| | | | / Pay Bill / | | +| | | | AutoPay / | | +| | | | Payment | | +| | | | Arrangement - | | +| | | | OPUS - | | +| | | | Business. FAN- | | +| | | | level Address | | +| | | | Send a one-time | | +| | | | PIN per One- | | +| | | | Time PIN - | | +| | | | BCSS. If | | +| | | | unable to | | +| | | | validate, the | | +| | | | change cannot | | +| | | | be processed. | | +| | | | Follow FAN | | +| | | | Profile Updates | | +| | | | - FaST - BCSS. | | +| | | | PPU Address | | +| | | | See View / Pay | | +| | | | Bill / AutoPay | | +| | | | / Payment | | +| | | | Arrangement - | | +| | | | OPUS - | | +| | | | Business. Back | | +| | | | to Top Contact | | +| | | | Number Change | | +| | | | What I Need to | | +| | | | Know End-users | | +| | | | can update | | +| | | | their contact | | +| | | | numbers when | | +| | | | User Info | | +| | | | Change is | | +| | | | listed in FaST, | | +| | | | or allowed in | | +| | | | the Caller | | +| | | | Access Levels - | | +| | | | CRU Mobility. | | +| | | | If a contact | | +| | | | number is being | | +| | | | deleted | | +| | | | completely, | | +| | | | leave the field | | +| | | | blank or enter | | +| | | | all 1s, 9s, or | | +| | | | 0s. No other | | +| | | | numbers or | | +| | | | combinations of | | +| | | | numbers may be | | +| | | | used. Do not | | +| | | | proactively add | | +| | | | the customer's | | +| | | | wireless | | +| | | | numbers as | | +| | | | contact | | +| | | | numbers. | | +| | | | Exception: If | | +| | | | the customer | | +| | | | insists their | | +| | | | wireless number | | +| | | | is their only | | +| | | | contact number, | | +| | | | you may list it | | +| | | | as the business | | +| | | | contact number | | +| | | | on the account. | | +| | | | BME Collections | | +| | | | see Incoming | | +| | | | Call Handling - | | +| | | | BME | | +| | | | Collections. | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know Change | | +| | | | is effective | | +| | | | immediately. | | +| | | | Procedures FAN | | +| | | | Contact's | | +| | | | number listed | | +| | | | in FaST: FAN | | +| | | | Profile Updates | | +| | | | - FaST - BCSS. | | +| | | | Back to Top | | +| | | | Email Address | | +| | | | Change What I | | +| | | | Need to Know | | +| | | | Accounts must | | +| | | | be at least 31 | | +| | | | days old before | | +| | | | the BAN-level | | +| | | | email address | | +| | | | can be updated. | | +| | | | One-Time PIN | | +| | | | validation | | +| | | | required prior | | +| | | | to updating | | +| | | | BAN-/FAN-level | | +| | | | email address. | | +| | | | New email | | +| | | | address domain | | +| | | | must match the | | +| | | | domain listed | | +| | | | in FaST. FAN- | | +| | | | level email | | +| | | | address: Can | | +| | | | only be updated | | +| | | | by the | | +| | | | DD/DM/TCM. | | +| | | | AOPs may update | | +| | | | their own email | | +| | | | address. Do | | +| | | | not use a dummy | | +| | | | email address | | +| | | | (none@att.com). | | +| | | | Do not use an | | +| | | | email address | | +| | | | for an existing | | +| | | | contact | | +| | | | (AOP/TCM). | | +| | | | If the contact | | +| | | | does not have | | +| | | | an individual | | +| | | | email address | | +| | | | (uses a shared | | +| | | | mailbox, or the | | +| | | | DD’s email | | +| | | | address), set | | +| | | | expectations | | +| | | | that emails | | +| | | | containing the | | +| | | | FAN Contact PIN | | +| | | | will be sent to | | +| | | | the shared | | +| | | | mailbox/email | | +| | | | address. | | +| | | | BAN-level email | | +| | | | address Source: | | +| | | | Content: Rules | | +| | | | & Restrictions | | +| | | | Profile must be | | +| | | | active. Only | | +| | | | the DD, DM, or | | +| | | | TCM can request | | +| | | | changes to the | | +| | | | FAN. AOPs | | +| | | | can update | | +| | | | their own name, | | +| | | | contact | | +| | | | details, and Do | | +| | | | Not Solicit | | +| | | | indicator. | | +| | | | Only create a | | +| | | | Clarify update | | +| | | | for missing MRC | | +| | | | Modifiers that | | +| | | | appear on the | | +| | | | Agreement yet | | +| | | | are not listed | | +| | | | on the | | +| | | | Foundation | | +| | | | Account Number | | +| | | | (FAN). | | +| | | | Requests to add | | +| | | | a BAN | | +| | | | Administrator | | +| | | | must include a | | +| | | | list of BANs | | +| | | | the contact is | | +| | | | authorized on. | | +| | | | New email | | +| | | | address domain | | +| | | | must match the | | +| | | | domain listed | | +| | | | in | | +| | | | FaST.Example: | | +| | | | Domain in FaST | | +| | | | is boeing.net, | | +| | | | new email | | +| | | | address domain | | +| | | | cannot be | | +| | | | google.net | | +| | | | domain.  Do | | +| | | | not use a dummy | | +| | | | email address | | +| | | | (none@att.com). | | +| | | | Do not use an | | +| | | | email address | | +| | | | for an existing | | +| | | | contact | | +| | | | (TCM/AOP). | | +| | | | If the contact | | +| | | | does not have | | +| | | | an individual | | +| | | | email address | | +| | | | (uses a shared | | +| | | | mailbox, or the | | +| | | | DD’s email | | +| | | | address), set | | +| | | | expectations | | +| | | | that emails | | +| | | | containing the | | +| | | | FAN Contact PIN | | +| | | | will be sent to | | +| | | | the shared | | +| | | | mailbox/email | | +| | | | address. | | +| | | | Never update a | | +| | | | FAN listed as | | +| | | | Zodiac Holding | | +| | | | FAN. Review hot | | +| | | | notes, VID | | +| | | | exception | | +| | | | instructions, | | +| | | | FAN notes, and | | +| | | | End-User | | +| | | | Maintenance | | +| | | | Capabilities | | +| | | | for handling | | +| | | | rules. Never | | +| | | | call or | | +| | | | transfer a | | +| | | | customer to the | | +| | | | SSO voice | | +| | | | queue. Front | | +| | | | line agents | | +| | | | should submit | | +| | | | the following | | +| | | | FAN Profile | | +| | | | Changes via the | | +| | | | SSO Chatbot:  | | +| | | | Add New Contact | | +| | | | Remove Company | | +| | | | Contact | | +| | | | Replace D2D | | +| | | | Update Existing | | +| | | | Contact Bill | | +| | | | to Air | | +| | | | Researching | | +| | | | Duplicate User | | +| | | | Defined Label | | +| | | | FAN Status | | +| | | | Update Bill | | +| | | | Cycle Change | | +| | | | SSO Chatbot is | | +| | | | the primary | | +| | | | contact method | | +| | | | for profile | | +| | | | updates. You | | +| | | | can access the | | +| | | | SSO Chatbot | | +| | | | through the | | +| | | | Link center in | | +| | | | Customer | | +| | | | Connect or via | | +| | | | this link. | | +| | | | If you do not | | +| | | | have access, | | +| | | | have your | | +| | | | manager request | | +| | | | access | | +| | | | according to | | +| | | | your department | | +| | | | system access | | +| | | | steps. | | +| | | | Procedures | | +| | | | Confirm the | | +| | | | caller is | | +| | | | listed as an | | +| | | | AOP, DD, DM, or | | +| | | | TCM in FaST. | | +| | | | If the caller | | +| | | | is listed, | | +| | | | continue to | | +| | | | step 4. If the | | +| | | | caller is not | | +| | | | listed but | | +| | | | claims to be a | | +| | | | company | | +| | | | contact, | | +| | | | continue to | | +| | | | step 2. Call | | +| | | | the DD, DM, | | +| | | | TCM, or service | | +| | | | manager for | | +| | | | approval to add | | +| | | | the caller to | | +| | | | the profile. | | +| | | | Note the | | +| | | | account with | | +| | | | the name of who | | +| | | | authorized/deni | | +| | | | ed the change. | | +| | | | Continue to | | +| | | | step 4. | | +| | | | Unable to reach | | +| | | | a company | | +| | | | contact: Refer | | +| | | | the caller to | | +| | | | their TCM/Sales | | +| | | | contact. No | | +| | | | active company | | +| | | | contacts listed | | +| | | | in the profile, | | +| | | | or the only | | +| | | | listed contact | | +| | | | no longer works | | +| | | | for the | | +| | | | company: | | +| | | | Continue to | | +| | | | step 3. If | | +| | | | Then | | +| | | | Caller is not | | +| | | | an end-user or | | +| | | | FAN contact | | +| | | | Refer the | | +| | | | caller to their | | +| | | | Sales contact. | | +| | | | Caller is a | | +| | | | verified end- | | +| | | | user | | +| | | | Exception | | +| | | | Process: End- | | +| | | | users may only | | +| | | | use this | | +| | | | process to add | | +| | | | themselves as | | +| | | | the DD, they | | +| | | | cannot add | | +| | | | another contact | | +| | | | as the DD. | | +| | | | Validate 3 of | | +| | | | the following | | +| | | | items: | | +| | | | Amount of last | | +| | | | payment DD or | | +| | | | DMs name (if | | +| | | | displaying in | | +| | | | FaST) | | +| | | | Foundation | | +| | | | Account Number | | +| | | | Full business | | +| | | | name and | | +| | | | address Last | | +| | | | 4-digits of the | | +| | | | Tax ID | | +| | | | Items must be | | +| | | | provided to SSO | | +| | | | in order to add | | +| | | | the caller to | | +| | | | the FAN. | | +| | | | Continue to | | +| | | | step 4. | | +| | | | Caller is a | | +| | | | verified end- | | +| | | | user requesting | | +| | | | a ToBR and | | +| | | | current account | | +| | | | holder is | | +| | | | deceased | | +| | | | Confirm there | | +| | | | is only 1 FAN | | +| | | | contact listed | | +| | | | in FaST | | +| | | | (deceased | | +| | | | account | | +| | | | holder). If | | +| | | | there are | | +| | | | multiple FAN | | +| | | | contacts, refer | | +| | | | the caller to | | +| | | | one of the FAN | | +| | | | contacts. | | +| | | | Place an | | +| | | | outbound call | | +| | | | to the FAN | | +| | | | contact using | | +| | | | the phone | | +| | | | number in FaST. | | +| | | | Send a one-time | | +| | | | PIN to the end- | | +| | | | user's CTN. See | | +| | | | One-Time PIN - | | +| | | | BCSS. After | | +| | | | completing the | | +| | | | above steps, | | +| | | | the end-user is | | +| | | | allowed to | | +| | | | initiate a ToBR | | +| | | | for their CTN. | | +| | | | Determine who | | +| | | | processes the | | +| | | | update: SSO | | +| | | | Chat Bot | | +| | | | supported | | +| | | | requests: | | +| | | | Add New Contact | | +| | | | Remove Company | | +| | | | Contact | | +| | | | Replace D2D | | +| | | | Update Existing | | +| | | | Contact Bill | | +| | | | to Air | | +| | | | Researching | | +| | | | Duplicate User | | +| | | | Defined Label | | +| | | | FAN Status | | +| | | | Update Bill | | +| | | | Cycle Change | | +| | | | SSO supported | | +| | | | requests: Refer | | +| | | | the caller to | | +| | | | their sales | | +| | | | contact/sales | | +| | | | manager.  | | +| | | | Source: | | +| | | | Content: | | +| | | | Authorization | | +| | | | Instructions | | +| | | | End-User | | +| | | | Maintenance | | +| | | | Capabilities | | +| | | | Password and | | +| | | | authorization | | +| | | | instructions | | +| | | | Update Master | | +| | | | Passwords | | +| | | | Billing and | | +| | | | Ordering | | +| | | | Consolidated | | +| | | | Bill Cycle | | +| | | | Equipment | | +| | | | Payment Options | | +| | | | Preferred | | +| | | | Shipping | | +| | | | Carrier User- | | +| | | | Defined Labels | | +| | | | Customer | | +| | | | Contacts | | +| | | | Add/Remove FAN | | +| | | | contacts to | | +| | | | FaST Name or | | +| | | | Email | | +| | | | Corrections or | | +| | | | Deletions | | +| | | | Enable Web | | +| | | | Services Notes | | +| | | | Authorization | | +| | | | Instructions | | +| | | | Passwords | | +| | | | Tax ID | | +| | | | Requests not | | +| | | | listed above | | +| | | | are supported | | +| | | | through the | | +| | | | Sales team. If | | +| | | | the caller is | | +| | | | updating an | | +| | | | email address | | +| | | | or the FAN- | | +| | | | level address, | | +| | | | send a one-time | | +| | | | PIN per One- | | +| | | | Time PIN - | | +| | | | BCSS. If | | +| | | | unable to | | +| | | | validate, the | | +| | | | change cannot | | +| | | | be processed. | | +| | | | For Sales | | +| | | | supported | | +| | | | requests: | | +| | | | Enhanced Care: | | +| | | | Follow the | | +| | | | Sales | | +| | | | Notification | | +| | | | process in the | | +| | | | Contacting | | +| | | | Sales/SSO | | +| | | | section. All | | +| | | | other | | +| | | | departments: | | +| | | | Refer the | | +| | | | requestor to | | +| | | | their account | | +| | | | team. If a | | +| | | | Sales contact | | +| | | | is not listed | | +| | | | in FaST, see | | +| | | | Customer Sales | | +| | | | Contact | | +| | | | Inquiries - | | +| | | | BCSS. FAN | | +| | | | Update | | +| | | | Procedures | | +| | | | Launching the | | +| | | | SSO Chat Bot | | +| | | | Access the SSO | | +| | | | Chatbot from | | +| | | | the Link center | | +| | | | in Customer | | +| | | | Connect or | | +| | | | Click on this | | +| | | | direct link | | +| | | | You may be | | +| | | | required to log | | +| | | | in with your | | +| | | | Global login | | +| | | | the first time | | +| | | | you open the | | +| | | | application. A | | +| | | | "Permissions | | +| | | | requested" pop- | | +| | | | up appears upon | | +| | | | first launch. | | +| | | | Click Accept to | | +| | | | open the BOT. | | +| | | | Once the | | +| | | | ChatBOT is | | +| | | | launched follow | | +| | | | the prompts to | | +| | | | begin request. | | +| | | | Fill out all | | +| | | | mandatory | | +| | | | fields that are | | +| | | | indicated by a | | +| | | | star (*).  | | +| | | | Check the box | | +| | | | next to Yes to | | +| | | | acknowledge | | +| | | | that the | | +| | | | information you | | +| | | | are submitting | | +| | | | for this | | +| | | | request is | | +| | | | complete and | | +| | | | accurate to the | | +| | | | best of your | | +| | | | knowledge.  | | +| | | | Click the | | +| | | | Submit button | | +| | | | to submit your | | +| | | | request to the | | +| | | | SSO Chat Bot. | | +| | | | If you receive | | +| | | | an error from | | +| | | | your request, | | +| | | | ZNotify via MS | | +| | | | Teams will send | | +| | | | you a link to | | +| | | | chat directly | | +| | | | with a SSO Live | | +| | | | Chat Agent.  | | +| | | | Note: you must | | +| | | | be logged into | | +| | | | MS Teams to | | +| | | | receive the | | +| | | | message from | | +| | | | ZNotify. If | | +| | | | you do not have | | +| | | | access, have | | +| | | | your manager | | +| | | | request access | | +| | | | according to | | +| | | | your department | | +| | | | system access | | +| | | | steps. SSO | | +| | | | Chat BOT | | +| | | | Downtime | | +| | | | Procedure If | | +| | | | the SSO Chat | | +| | | | BOT is | | +| | | | currently offli | | +| | | | ne/unavailable, | | +| | | | please inform | | +| | | | your manager | | +| | | | and set a | | +| | | | Clarify | | +| | | | commitment to | | +| | | | submit the SSO | | +| | | | request once | | +| | | | the SSO Chat | | +| | | | BOT is | | +| | | | available. See | | +| | | | Create, Modify, | | +| | | | and Dispatch | | +| | | | Commitments - | | +| | | | Clarify Help | | +| | | | for correct | | +| | | | steps in | | +| | | | Clarify. Sales | | +| | | | Notification | | +| | | | Process - | | +| | | | Enhanced Care | | +| | | | Only Email | | +| | | | request details | | +| | | | and the name of | | +| | | | the requestor | | +| | | | to the Service | | +| | | | Manager | | +| | | | Customer | | +| | | | Relations and | | +| | | | Global Account | | +| | | | Manager listed | | +| | | | in FaST. | | +| | | | Create a | | +| | | | commitment in | | +| | | | Clarify. | | +| | | | Notify the | | +| | | | customer once | | +| | | | the request is | | +| | | | completed or a | | +| | | | response is | | +| | | | received | | +| | | | indicating the | | +| | | | request cannot | | +| | | | be completed. | | +| | | | Contact the | | +| | | | customer via | | +| | | | phone call or | | +| | | | post-call | | +| | | | notification. | | +| | | | Close the | | +| | | | commitment. | | +| | | | Set | | +| | | | Expectations | | +| | | | Completed via | | +| | | | the SSO Chat | | +| | | | Bot The | | +| | | | information has | | +| | | | been updated on | | +| | | | the profile. | | +| | | | Contact | | +| | | | updates:  | | +| | | | Premier BAN | | +| | | | Administrator | | +| | | | needs to update | | +| | | | the contacts in | | +| | | | Premier once | | +| | | | the change | | +| | | | posts. myContoso | | +| | | | Primary User | | +| | | | needs to add | | +| | | | the contact as | | +| | | | an additional | | +| | | | Secondary User. | | +| | | | Submitted via | | +| | | | Clarify Case | | +| | | | Updates process | | +| | | | within: | | +| | | | Enhanced Care: | | +| | | | 2-3 days and | | +| | | | the customer | | +| | | | will be | | +| | | | notified via | | +| | | | phone call or | | +| | | | email once | | +| | | | complete.  All | | +| | | | other | | +| | | | departments: 5 | | +| | | | business days | | +| | | | Contact | | +| | | | updates:  | | +| | | | Premier BAN | | +| | | | Administrator | | +| | | | needs to update | | +| | | | the contacts in | | +| | | | Premier once | | +| | | | the change | | +| | | | posts. myContoso | | +| | | | Primary User | | +| | | | needs to add | | +| | | | the contact as | | +| | | | an additional | | +| | | | Secondary User. | | +| | | | Additional | | +| | | | Information | | +| | | | Escalation | | +| | | | Process | | +| | | | Enhanced Care | | +| | | | When a request | | +| | | | is not complete | | +| | | | by the SLA, | | +| | | | email the | | +| | | | Profiles Team | | +| | | | and request a | | +| | | | status update. | | +| | | | If a status | | +| | | | update is not | | +| | | | provided within | | +| | | | 4 hours, email | | +| | | | Nate Hill. | | +| | | | All Other | | +| | | | Departments | | +| | | | Profiles Team | | +| | | | has up to 5 | | +| | | | business days | | +| | | | to complete the | | +| | | | FAN Profile | | +| | | | Update Clarify | | +| | | | case. If the | | +| | | | Clarify case is | | +| | | | out of Service | | +| | | | Level Agreement | | +| | | | (SLA), go to | | +| | | | Manage Cases - | | +| | | | Clarify Help > | | +| | | | Follow Up on a | | +| | | | Case to view | | +| | | | the history | | +| | | | notes for the | | +| | | | reason. If | | +| | | | additional | | +| | | | assistance is | | +| | | | needed on the | | +| | | | Clarify case, | | +| | | | send an email | | +| | | | to Nate Hill (C | | +| | | | orporate, | | +| | | | Global, Small | | +| | | | Business, and | | +| | | | Government | | +| | | | Source: | | +| | | | Content: ), and | | +| | | | as a result | | +| | | | cannot make the | | +| | | | required | | +| | | | change, state | | +| | | | in the order | | +| | | | and biller | | +| | | | notes that you | | +| | | | were unable to | | +| | | | make the change | | +| | | | because the | | +| | | | button or field | | +| | | | was disabled.¶ | | +| | | | ¶ ¶ To return | | +| | | | to the previous | | +| | | | screen, click | | +| | | | OK > Save.¶ ¶ | | +| | | | ¶ 4¶ ¶ If | | +| | | | the contact | | +| | | | email is | | +| | | | different in | | +| | | | OCE, update the | | +| | | | information in | | +| | | | the biller:¶ ¶ | | +| | | | ¶ From the | | +| | | | Financial | | +| | | | Summary page, | | +| | | | in the Billing | | +| | | | Address | | +| | | | section, click | | +| | | | Email/Internet | | +| | | | Info. | | +| | | | Email/Internet | | +| | | | - Screenshot ¶ | | +| | | | ¶ Enter the | | +| | | | primary account | | +| | | | email address | | +| | | | in the Primary | | +| | | | E-mail Address | | +| | | | fields. ¶ ¶ | | +| | | | If applicable, | | +| | | | enter the | | +| | | | secondary | | +| | | | account email | | +| | | | address in the | | +| | | | Secondary | | +| | | | E-mail Address | | +| | | | Field.¶ ¶ | | +| | | | Click OK to | | +| | | | return to the | | +| | | | previous | | +| | | | screen.¶ ¶ On | | +| | | | the Option | | +| | | | toolbar, click | | +| | | | Save.¶ ¶ ¶ | | +| | | | 5¶ ¶ If the | | +| | | | contact numbers | | +| | | | are different | | +| | | | in OCE, update | | +| | | | the information | | +| | | | in the biller.¶ | | +| | | | ¶ ¶ From the | | +| | | | BAN Profile | | +| | | | page, enter the | | +| | | | home and work | | +| | | | numbers in the | | +| | | | Home and Work | | +| | | | fields in the | | +| | | | Phone List | | +| | | | section. Phone | | +| | | | List - | | +| | | | Screenshot ¶ ¶ | | +| | | | ¶ If adding or | | +| | | | updating a | | +| | | | mobile phone or | | +| | | | fax number, | | +| | | | enter the | | +| | | | number in the | | +| | | | Other field and | | +| | | | select the | | +| | | | appropriate | | +| | | | type number in | | +| | | | the Type field. | | +| | | | ¶ ¶ If adding | | +| | | | an extension | | +| | | | number, enter | | +| | | | the number in | | +| | | | the appropriate | | +| | | | Ext field.¶ ¶ | | +| | | | ¶ On the | | +| | | | Options | | +| | | | toolbar, click | | +| | | | Save. The | | +| | | | system creates | | +| | | | a memo when you | | +| | | | change the | | +| | | | Phone List | | +| | | | Section.¶ ¶ ¶ | | +| | | | 6¶ ¶ Once the | | +| | | | change is | | +| | | | complete, | | +| | | | update OCE in | | +| | | | accordance | | +| | | | with:¶ | | +| | | | Results¶ | | +| | | | Procedures¶ ¶ | | +| | | | Address changed | | +| | | | successfully¶ | | +| | | | ¶ ¶ Notate | | +| | | | the OCE Order: | | +| | | | Order Support | | +| | | | Processing POC: | | +| | | | Web #103[xxxxxx | | +| | | | xxxx] CTN | | +| | | | #[xxxxxxxxxx] | | +| | | | account update | | +| | | | complete. | | +| | | | [ATTUID]¶ ¶ | | +| | | | Add the same | | +| | | | notes in OPUS | | +| | | | (using View and | | +| | | | Add Notes from | | +| | | | Account | | +| | | | Maintenance - | | +| | | | OPUS - | | +| | | | Business) on | | +| | | | the CTN from | | +| | | | the order:¶ ¶ | | +| | | | Update the | | +| | | | order to:¶ ¶ | | +| | | | ¶ Status: | | +| | | | COMPLETED ¶ ¶ | | +| | | | Sub-status: UPD | | +| | | | ATE_ACCOUNT_PRO | | +| | | | FILE_MANUAL¶ ¶ | | +| | | | ¶ To submit | | +| | | | changes in OCE, | | +| | | | click Update | | +| | | | Order.¶ ¶ ¶ | | +| | | | Primary Place | | +| | | | of Use address | | +| | | | could not be | | +| | | | changed¶ ¶ ¶ | | +| | | | Notate the OCE | | +| | | | Order: Order | | +| | | | Support | | +| | | | Processing POC: | | +| | | | Web #103[xxxxxx | | +| | | | xxxx] CTN | | +| | | | #[xxxxxxxxxx] | | +| | | | account update | | +| | | | not completed | | +| | | | due to | | +| | | | [reason]. | | +| | | | [ATTUID]¶ ¶ | | +| | | | Add the same | | +| | | | notes in OPUS | | +| | | | (using View and | | +| | | | Add Notes from | | +| | | | Account | | +| | | | Maintenance - | | +| | | | OPUS - | | +| | | | Business) on | | +| | | | the CTN from | | +| | | | the order:¶ ¶ | | +| | | | Update the | | +| | | | order to:¶ ¶ | | +| | | | ¶ Status: | | +| | | | PENDING ¶ ¶ | | +| | | | Sub-status: | | +| | | | UNABLE TO | | +| | | | PROCESS¶ ¶ ¶ | | +| | | | To submit | | +| | | | changes in OCE, | | +| | | | click Update | | +| | | | Order.¶ ¶ ¶ | | +| | | | ¶ Update | | +| | | | Device ¶ ¶ | | +| | | | When working an | | +| | | | order from the | | +| | | | Update Device | | +| | | | queue in OCE:¶ | | +| | | | ¶ ¶ In the | | +| | | | OCE queue, | | +| | | | click Get | | +| | | | Next.¶ ¶ In | | +| | | | OPUS, search | | +| | | | for the | | +| | | | existing line | | +| | | | of service/CTN | | +| | | | from OCE.¶ ¶ | | +| | | | Follow the OPUS | | +| | | | procedure for | | +| | | | Wireless | | +| | | | Account Changes | | +| | | | - OPUS - | | +| | | | Business to | | +| | | | update the | | +| | | | device with the | | +| | | | data from OCE.¶ | | +| | | | ¶ Once the | | +| | | | change is | | +| | | | complete, | | +| | | | update OCE:¶ ¶ | | +| | | | ¶ Equipment¶ | | +| | | | ¶ Procedures¶ | | +| | | | ¶ Was changed | | +| | | | successfully¶ | | +| | | | ¶ ¶ Notate | | +| | | | the OCE Order: | | +| | | | Order Support | | +| | | | Processing POC: | | +| | | | Web #103[xxxxxx | | +| | | | xxxx], CTN | | +| | | | #[xxxxxx] | | +| | | | device update | | +| | | | complete. | | +| | | | [ATTUID]¶ ¶ | | +| | | | Add the same | | +| | | | notes in OPUS | | +| | | | (using View and | | +| | | | Add Notes from | | +| | | | Account | | +| | | | Maintenance - | | +| | | | OPUS - | | +| | | | Business) on | | +| | | | the CTN from | | +| | | | the order:¶ ¶ | | +| | | | Update the | | +| | | | order to:¶ ¶ | | +| | | | ¶ Status: | | +| | | | COMPLETED¶ ¶ | | +| | | | Sub-status: SWA | | +| | | | P_EQUIPMENT_MAN | | +| | | | UAL¶ ¶ ¶ To | | +| | | | submit changes | | +| | | | in OCE, click | | +| | | | Update Order.¶ | | +| | | | ¶ ¶ Could not | | +| | | | be Source: | | +| | | | Content: If | | +| | | | multiple digits | | +| | | | are incorrect, | | +| | | | ask the Account | | +| | | | Holder to go to | | +| | | | an Contoso store | | +| | | | with | | +| | | | identification. | | +| | | | Retail verifies | | +| | | | the photo ID | | +| | | | and calls | | +| | | | Business Care | | +| | | | to have the | | +| | | | account | | +| | | | updated. | | +| | | | Requests to | | +| | | | take over an | | +| | | | account due to | | +| | | | a deceased | | +| | | | Account Holder | | +| | | | require a ToBR. | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know | | +| | | | Change is | | +| | | | effective | | +| | | | immediately. | | +| | | | Tax ID Change | | +| | | | What I Need to | | +| | | | Know | | +| | | | Only make | | +| | | | additions or | | +| | | | changes to the | | +| | | | Tax ID field | | +| | | | for the | | +| | | | following | | +| | | | scenarios: | | +| | | | Adding the Tax | | +| | | | ID for FirstNet | | +| | | | accounts. | | +| | | | Corrections due | | +| | | | to a data entry | | +| | | | error such as | | +| | | | transpositions, | | +| | | | only 1 to 2 | | +| | | | digits off or 2 | | +| | | | digits swapped. | | +| | | | BME Collections | | +| | | | may need to do | | +| | | | this when | | +| | | | reinstating | | +| | | | from | | +| | | | cancellations | | +| | | | as a | | +| | | | workaround. | | +| | | | Customers who | | +| | | | indicate they | | +| | | | have completely | | +| | | | different Tax | | +| | | | IDs need to | | +| | | | complete a | | +| | | | ToBR. | | +| | | | Procedures | | +| | | | Process the | | +| | | | change in | | +| | | | Telegence. | | +| | | | Users without | | +| | | | the ability to | | +| | | | update in | | +| | | | Telegence must | | +| | | | contact SSO. | | +| | | | Back to Top | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 68 | What is the | The Contoso | Content: The | 10 | +| | range of the | Cell Booster | Contoso Cell | | +| | Contoso Cell | has a | Booster and | | +| | Booster | coverage | Cell Booster | | +| | device? | area of | Pro serve as a | | +| | | 3,000 square | small 4G LTE | | +| | | feet, while | cell tower in | | +| | | the Cell | the home or | | +| | | Booster Pro | office that | | +| | | has a | uses the | | +| | | coverage | customer's | | +| | | area of | broadband | | +| | | 15,000 | Internet | | +| | | square feet. | connection to | | +| | | (Source: | carry the call | | +| | | context) | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: 4072Q  | | +| | | | Contoso Cell | | +| | | | Booster Wall | | +| | | | Charger  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | 4843P  Netgear | | +| | | | Ethernet | | +| | | | Powerline  | | +| | | | $84.99 | | +| | | | Optional | | +| | | | **Professional | | +| | | | Installation is | | +| | | | not available | | +| | | | for Cell | | +| | | | Booster or for | | +| | | | IRU liability | | +| | | | types. Cell | | +| | | | Booster is Self | | +| | | | Install Only** | | +| | | |     | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | To: Activation | | +| | | | and | | +| | | | Registration | | +| | | | Location | | +| | | | Updates and | | +| | | | Disconnect | | +| | | | Adding Admin | | +| | | | Access Update | | +| | | | Notification | | +| | | | Settings | | +| | | | Performance | | +| | | | Report (Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support FAQ | | +| | | | What's New | | +| | | | Contoso Cell | | +| | | | Booster ProSM – | | +| | | | FirstNet Closed | | +| | | | Mode User | | +| | | | Experience** | | +| | | | Notice: Contoso | | +| | | | and FirstNet | | +| | | | have discovered | | +| | | | a user | | +| | | | experience | | +| | | | issue with Cell | | +| | | | Booster Pros in | | +| | | | Closed Mode*. A | | +| | | | workaround is | | +| | | | available, and | | +| | | | a fix is | | +| | | | expected in | | +| | | | 2023. Issue: | | +| | | | Users not on | | +| | | | the Authorized | | +| | | | User list may | | +| | | | experience | | +| | | | service issues | | +| | | | when in range | | +| | | | of a Closed | | +| | | | Cell Booster | | +| | | | Pro. Users | | +| | | | could encounter | | +| | | | periods of no | | +| | | | service, no | | +| | | | bars, or full | | +| | | | bars without | | +| | | | access to | | +| | | | voice, text, or | | +| | | | data services. | | +| | | | Once the user | | +| | | | leaves the Cell | | +| | | | Booster Pro | | +| | | | coverage area, | | +| | | | the phone can | | +| | | | take over 10 | | +| | | | minutes before | | +| | | | service is | | +| | | | restored. To | | +| | | | restore service | | +| | | | faster, users | | +| | | | can toggle | | +| | | | Airplane mode | | +| | | | to reconnect to | | +| | | | the neighboring | | +| | | | macro tower | | +| | | | immediately. | | +| | | | Workaround: To | | +| | | | prevent this, | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | administrators | | +| | | | can switch to | | +| | | | Open Mode in | | +| | | | the Cell | | +| | | | Booster Pro | | +| | | | mobile app or | | +| | | | online | | +| | | | management | | +| | | | portal. | | +| | | | Instructions | | +| | | | can be found on | | +| | | | Page 5 of the | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | User & | | +| | | | Technical Guide | | +| | | | (firstnet.com). | | +| | | | Cell Booster | | +| | | | Pros have | | +| | | | industry | | +| | | | leading | | +| | | | security, and | | +| | | | all | | +| | | | communications | | +| | | | are encrypted | | +| | | | through a | | +| | | | secure tunnel | | +| | | | back to Contoso’s | | +| | | | Core. Contoso and | | +| | | | FirstNet will | | +| | | | also | | +| | | | temporarily | | +| | | | allow up to 5 | | +| | | | users to | | +| | | | connect to a | | +| | | | Closed Cell | | +| | | | Booster Pro in | | +| | | | the coming | | +| | | | weeks, even if | | +| | | | they aren’t on | | +| | | | the Whitelist, | | +| | | | to mitigate | | +| | | | this issue. | | +| | | | Resolution: A | | +| | | | fix for Closed | | +| | | | Mode will be | | +| | | | released in | | +| | | | 2023. After | | +| | | | this fix is | | +| | | | released, the | | +| | | | number of non- | | +| | | | whitelisted | | +| | | | connections | | +| | | | will drop back | | +| | | | down to 0. You | | +| | | | will receive a | | +| | | | follow-up | | +| | | | communication | | +| | | | once this fix | | +| | | | is released. | | +| | | | Questions: | | +| | | | Visit www.first | | +| | | | net.com/cellboo | | +| | | | sterpro or | | +| | | | contact | | +| | | | FirstNet | | +| | | | Customer Care | | +| | | | at | | +| | | | 800.574.7000. | | +| | | | *Closed Mode is | | +| | | | also known as | | +| | | | Whitelisting or | | +| | | | Closed | | +| | | | Subscriber | | +| | | | Group. | | +| | | | **Information | | +| | | | added November | | +| | | | 9, 2022. | | +| | | | Activation and | | +| | | | Registration | | +| | | | Heads Up: U.S. | | +| | | | Counties | | +| | | | (please click | | +| | | | on the | | +| | | | hyperlink to | | +| | | | view all listed | | +| | | | counties) where | | +| | | | only one radio | | +| | | | can be enabled. | | +| | | | To Activate and | | +| | | | Register the | | +| | | | Contoso Cell | | +| | | | Booster, follow | | +| | | | these steps:¶ | | +| | | | ¶ Download the | | +| | | | Contoso Cell | | +| | | | Booster app. | | +| | | | It's available | | +| | | | in the App | | +| | | | Store, iTunes | | +| | | | or the customer | | +| | | | can scan the QR | | +| | | | Code on the | | +| | | | Box/Device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription.¶ | | +| | | | ¶ Note: If the | | +| | | | QR code does | | +| | | | not work for | | +| | | | the customer, | | +| | | | then instruct | | +| | | | the customer to | | +| | | | either download | | +| | | | the Contoso Cell | | +| | | | Booster app | | +| | | | directly from | | +| | | | the App Store | | +| | | | or go to att.co | | +| | | | m/cellbooster . | | +| | | | ¶ When the app | | +| | | | is downloaded | | +| | | | and opened, the | | +| | | | first screen | | +| | | | will say | | +| | | | Welcome to Contoso | | +| | | | Cell Booster. | | +| | | | Users are asked | | +| | | | to select their | | +| | | | account type:¶ | | +| | | | Personal or | | +| | | | Small Business | | +| | | | - att.com/myatt | | +| | | | appEnterprise | | +| | | | or FirstNet | | +| | | | Subscriber Paid | | +| | | | (FirstNet | | +| | | | customer who | | +| | | | pays their own | | +| | | | bill) - | | +| | | | att.com/premier | | +| | | | FirstNet Agency | | +| | | | Paid - https:// | | +| | | | wireless.firstn | | +| | | | et.att.com ¶ | | +| | | | After the | | +| | | | account type is | | +| | | | selected, the | | +| | | | customer will | | +| | | | need to enter | | +| | | | their account | | +| | | | credentials to | | +| | | | login and | | +| | | | authenticate to | | +| | | | the portal. ¶ | | +| | | | Personal and | | +| | | | Small Business | | +| | | | uses existing | | +| | | | MyATT.com | | +| | | | username and | | +| | | | pw¶ Do not | | +| | | | create new | | +| | | | login using the | | +| | | | phone number as | | +| | | | the login (to | | +| | | | mirror | | +| | | | MicroCell). | | +| | | | Users need to | | +| | | | authenticate | | +| | | | with their | | +| | | | myContoso login. | | +| | | | ¶ Enterprise | | +| | | | uses Premier | | +| | | | username and Pa | | +| | | | sswordFirstNet | | +| | | | uses FirstNet | | +| | | | Central | | +| | | | username and | | +| | | | Password¶ When | | +| | | | the Cell | | +| | | | Booster App is | | +| | | | downloaded, an | | +| | | | end user | | +| | | | agreement | | +| | | | (EULA) must be | | +| | | | accepted, then | | +| | | | when they | | +| | | | login, the | | +| | | | Terms of | | +| | | | Service needs | | +| | | | to be accepted. | | +| | | | Once Terms of | | +| | | | Service are | | +| | | | accepted, users | | +| | | | will not be | | +| | | | required to | | +| | | | read through | | +| | | | them again. | | +| | | | After the Terms | | +| | | | of Service are | | +| | | | accepted, the | | +| | | | customer will | | +| | | | click on Setup | | +| | | | a Cell Booster | | +| | | | blue button | | +| | | | The customer | | +| | | | will then need | | +| | | | to fill out the | | +| | | | following | | +| | | | fields then | | +| | | | click Next once | | +| | | | all fields are | | +| | | | filled out:¶ | | +| | | | First NameLast | | +| | | | NameSerial | | +| | | | number of the | | +| | | | Cell Booster | | +| | | | (customer can | | +| | | | scan the QR | | +| | | | code via mobile | | +| | | | or entered | | +| | | | manually if | | +| | | | using the web | | +| | | | app; serial | | +| | | | number can be | | +| | | | found on device | | +| | | | label)Contoso | | +| | | | mobile phone | | +| | | | number for Cell | | +| | | | Booster portal | | +| | | | notificationsPr | | +| | | | eferred email | | +| | | | for Cell | | +| | | | Booster portal | | +| | | | notificationsCe | | +| | | | ll Booster | | +| | | | NicknameNote: | | +| | | | If it's a Cell | | +| | | | Booster Pro, | | +| | | | users will see | | +| | | | additional drop | | +| | | | down Cell | | +| | | | Booster Type to | | +| | | | select | | +| | | | appropriate | | +| | | | Cell Booster | | +| | | | configuration: | | +| | | | • Contoso for | | +| | | | Enterprise or | | +| | | | Small Business | | +| | | | customers. • | | +| | | | FirstNet for a | | +| | | | FirstNet agency | | +| | | | or Subscriber | | +| | | | Paid customer.¶ | | +| | | | The Enter Cell | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 69 | What kind of | The | Content: Back | 10 | +| | phone does | compatible | to Top | | +| | the customer | equipment | Requirements | | +| | need to work | for the Contoso | Equipment - | | +| | with the | Cell Booster | Compatible | | +| | Contoso Cell | includes 5G | equipment | | +| | Booster | Sub-6GHz, | includes the | | +| | device? | 5G+ | following: | | +| | | (mmWave), 4G | 5G Sub-6GHz, | | +| | | LTE, or LTE- | 5G+ (mmWave), | | +| | | capable | 4G LTE, or LTE- | | +| | | phones. | capable phones | | +| | | (Source: | Connected | | +| | | context) | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: | | +| | | | Booster | | +| | | | Location screen | | +| | | | will appear | | +| | | | asking for the | | +| | | | following | | +| | | | information | | +| | | | below. Once | | +| | | | complete, click | | +| | | | Next¶ Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | optional¶ On | | +| | | | the Confirm | | +| | | | Cell Booster | | +| | | | Info screen, | | +| | | | the customer is | | +| | | | to review the | | +| | | | fields they | | +| | | | just filled | | +| | | | out. If | | +| | | | anything needs | | +| | | | to be edited, | | +| | | | advise the | | +| | | | customer to | | +| | | | click the back | | +| | | | arrow on the | | +| | | | top left to | | +| | | | edit fields. If | | +| | | | all fields are | | +| | | | accurate, click | | +| | | | the Confirm | | +| | | | button. The | | +| | | | Registration | | +| | | | Successful | | +| | | | screen will | | +| | | | appear, advise | | +| | | | the customer to | | +| | | | click the Next | | +| | | | button at the | | +| | | | bottom of the | | +| | | | screen. Once | | +| | | | the device is | | +| | | | successfully | | +| | | | registered, the | | +| | | | customer will | | +| | | | be guided | | +| | | | through setup | | +| | | | and | | +| | | | installation | | +| | | | steps/screens | | +| | | | in the Contoso | | +| | | | Cell Booster | | +| | | | app or web | | +| | | | portal. The | | +| | | | first screen to | | +| | | | appear will be | | +| | | | Find the best | | +| | | | place for your | | +| | | | Cell Booster. | | +| | | | Advise the | | +| | | | customer that | | +| | | | once the device | | +| | | | is activated, | | +| | | | set it upright | | +| | | | or mount it to | | +| | | | a wall. Click | | +| | | | Next Locate | | +| | | | the yellow- | | +| | | | colored | | +| | | | Ethernet cable | | +| | | | in the box. | | +| | | | Once unwrapped, | | +| | | | connect one end | | +| | | | to the yellow | | +| | | | colored | | +| | | | Ethernet port. | | +| | | | Next, connect | | +| | | | the other end | | +| | | | of the Ethernet | | +| | | | cable to the | | +| | | | customer's | | +| | | | internet | | +| | | | gateway/router. | | +| | | | Push firmly on | | +| | | | each end of the | | +| | | | cable until it | | +| | | | clicks; click | | +| | | | Next. ¶ Heads | | +| | | | Up: If the | | +| | | | customer is not | | +| | | | sure which port | | +| | | | to use on their | | +| | | | internet | | +| | | | gateway/router, | | +| | | | any open | | +| | | | similar looking | | +| | | | port should | | +| | | | work and is | | +| | | | usually labeled | | +| | | | LAN¶ Attach | | +| | | | the GPS antenna | | +| | | | to the window | | +| | | | if one is | | +| | | | nearby. Make | | +| | | | sure the window | | +| | | | is clean so | | +| | | | that the | | +| | | | antenna adheres | | +| | | | securely, once | | +| | | | complete click | | +| | | | Next Plug the | | +| | | | power cable | | +| | | | into the Cell | | +| | | | Booster and | | +| | | | into a nearby | | +| | | | outlet. This is | | +| | | | the last step | | +| | | | to install and | | +| | | | once complete, | | +| | | | click Finish to | | +| | | | go to the Home | | +| | | | Page which will | | +| | | | display the | | +| | | | Cell Booster | | +| | | | under their | | +| | | | account. On | | +| | | | the Main page, | | +| | | | the customer | | +| | | | may see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about | | +| | | | 1min for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will displayed | | +| | | | Registered. ¶ | | +| | | | Note: The | | +| | | | customer will | | +| | | | get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with a summary | | +| | | | of their Cell | | +| | | | Booster | | +| | | | information | | +| | | | entered via the | | +| | | | mobile app or | | +| | | | portal.¶ Heads | | +| | | | Up: Cell | | +| | | | Booster Pro has | | +| | | | an optional | | +| | | | Power of | | +| | | | Ethernet | | +| | | | (POE)++ | | +| | | | splitter to | | +| | | | provide power | | +| | | | as an | | +| | | | alternative to | | +| | | | the power | | +| | | | supply. Note: | | +| | | | On the Main | | +| | | | Page, the | | +| | | | customers may | | +| | | | see | | +| | | | Registration | | +| | | | Pending as it | | +| | | | takes about 1 | | +| | | | minute for | | +| | | | registration to | | +| | | | complete. Once | | +| | | | registered, it | | +| | | | will display | | +| | | | Registered. | | +| | | | Additional | | +| | | | Note: Customer | | +| | | | will get a | | +| | | | Registration | | +| | | | Success email | | +| | | | once the device | | +| | | | registration | | +| | | | has completed | | +| | | | in the Network | | +| | | | with summary of | | +| | | | their Cell | | +| | | | Booster | | +| | | | information | | +| | | | input into | | +| | | | mobile app or | | +| | | | the portal. | | +| | | | After | | +| | | | registration | | +| | | | and set-up is | | +| | | | complete, Contoso | | +| | | | Cell Booster | | +| | | | will go through | | +| | | | an activation | | +| | | | sequence in the | | +| | | | Network. Device | | +| | | | activation can | | +| | | | take up to an | | +| | | | hour to | | +| | | | complete. The | | +| | | | customer will | | +| | | | receive an | | +| | | | email and SMS | | +| | | | notification | | +| | | | once the device | | +| | | | has complete | | +| | | | activation and | | +| | | | is enabled for | | +| | | | use. The device | | +| | | | LED's will turn | | +| | | | solid white in | | +| | | | the following | | +| | | | sequence as | | +| | | | steps are | | +| | | | completed: | | +| | | | Power > | | +| | | | Internet > GPS | | +| | | | > LTE > Status | | +| | | | Note: The | | +| | | | customer can | | +| | | | also check the | | +| | | | device status | | +| | | | in the portal | | +| | | | by selecting | | +| | | | the arrow next | | +| | | | to the device | | +| | | | on the Home | | +| | | | page to get | | +| | | | additional | | +| | | | status for that | | +| | | | device | | +| | | | including any | | +| | | | errors | | +| | | | encountered | | +| | | | during | | +| | | | activation. An | | +| | | | email or SMS | | +| | | | notification | | +| | | | will also be | | +| | | | sent to the | | +| | | | customer | | +| | | | showing the | | +| | | | progress as | | +| | | | well as if any | | +| | | | specific error | | +| | | | occur during | | +| | | | activation. ¶ | | +| | | | ¶ Activation | | +| | | | Failure¶ On | | +| | | | the Home page, | | +| | | | if the | | +| | | | activation | | +| | | | failed, a red | | +| | | | circle with an | | +| | | | exclamation | | +| | | | point will | | +| | | | appear on the | | +| | | | Cell Booster | | +| | | | image along | | +| | | | with the error | | +| | | | and | | +| | | | instructions. | | +| | | | The customer | | +| | | | should follow | | +| | | | the | | +| | | | instructions | | +| | | | provided to | | +| | | | resolve the | | +| | | | issue. Initial | | +| | | | troubleshooting | | +| | | | are always to | | +| | | | unplug the | | +| | | | power cord and | | +| | | | plug back in | | +| | | | (power cycle) | | +| | | | or to | | +| | | | disconnect the | | +| | | | device and | | +| | | | attempt | | +| | | | registration | | +| | | | again. ¶ ¶ | | +| | | | Back to Top | | +| | | | Location | | +| | | | Updates and | | +| | | | Disconnect | | +| | | | Adding or | | +| | | | Moving a Cell | | +| | | | Booster | | +| | | | Location¶ ¶ | | +| | | | The customer | | +| | | | can add another | | +| | | | location or | | +| | | | move their | | +| | | | device to | | +| | | | another | | +| | | | location | | +| | | | address from | | +| | | | the Home Page > | | +| | | | Add a location. | | +| | | | To add a | | +| | | | location, click | | +| | | | on the + sign | | +| | | | under My | | +| | | | Location on the | | +| | | | top left corner | | +| | | | of the | | +| | | | app/portal.¶ | | +| | | | The customer | | +| | | | will then need | | +| | | | to fill out the | | +| | | | following | | +| | | | fields then | | +| | | | click Next once | | +| | | | all fields are | | +| | | | filled out:¶ | | +| | | | Address | | +| | | | 1Address 2; if | | +| | | | neededCity, | | +| | | | State, Zip | | +| | | | CodeLocation | | +| | | | Nickname; | | +| | | | customer | | +| | | | chooses¶ ¶ To | | +| | | | move a device | | +| | | | to another | | +| | | | location, the | | +| | | | customer needs | | +| | | | to disconnect | | +| | | | the device at | | +| | | | their current | | +| | | | location. | | +| | | | Follow the | | +| | | | instructions | | +| | | | for Disconnect | | +| | | | Contoso Cell | | +| | | | Booster.¶ Once | | +| | | | disconnected, | | +| | | | the customer | | +| | | | can select the | | +| | | | location where | | +| | | | they want to | | +| | | | move their Cell | | +| | | | Booster and | | +| | | | click on the + | | +| | | | sign to add the | | +| | | | new location. | | +| | | | Follow the | | +| | | | instructions to | | +| | | | add a location. | | +| | | | ¶ Note: There | | +| | | | is a future | | +| | | | enhancement to | | +| | | | make a move | | +| | | | flow more | | +| | | | seamless. Until | | +| | | | then, the | | +| | | | customer will | | +| | | | need to | | +| | | | disconnect and | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 70 | What type of | The Contoso | Content: Back | 10 | +| | Internet | Cell Booster | to Top | | +| | service and | requires a | Requirements | | +| | Internet | minimum | Equipment - | | +| | speed is | broadband | Compatible | | +| | required for | Internet | equipment | | +| | the Cell | speed of | includes the | | +| | Booster? | 5Mbps downlo | following: | | +| | | ad/1Mbps | 5G Sub-6GHz, | | +| | | upload, with | 5G+ (mmWave), | | +| | | recommended | 4G LTE, or LTE- | | +| | | speeds of 10 | capable phones | | +| | | 0Mbps/5Mbps. | Connected | | +| | | The Contoso | Wearables, | | +| | | Cell Booster | Tablets and | | +| | | Pro requires | Laptops | | +| | | a minimum | Wireless Home | | +| | | broadband | Phone: | | +| | | Internet | Premier, | | +| | | speed of | FirstNet | | +| | | 25Mbps downl | Central, and | | +| | | oad/5Mbps | myContoso | | +| | | upload, with | Account:  The | | +| | | recommended | customer must | | +| | | speeds | have a | | +| | | varying | registered | | +| | | based on the | myContoso account. | | +| | | number of | Enterprise / | | +| | | Pros on | CRU and | | +| | | location. | FirstNet must | | +| | | (Source: | have Premier | | +| | | context) | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: 4072Q  | | +| | | | Contoso Cell | | +| | | | Booster Wall | | +| | | | Charger  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | 4843P  Netgear | | +| | | | Ethernet | | +| | | | Powerline  | | +| | | | $84.99 | | +| | | | Optional | | +| | | | **Professional | | +| | | | Installation is | | +| | | | not available | | +| | | | for Cell | | +| | | | Booster or for | | +| | | | IRU liability | | +| | | | types. Cell | | +| | | | Booster is Self | | +| | | | Install Only** | | +| | | |     | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: | | +| | | | vDSL | | +| | | | (traditional | | +| | | | Internet) | | +| | | | Internet speeds | | +| | | | up to 100M | | +| | | | Fiber to the | | +| | | | nod (FTTN) Up | | +| | | | to 6 Contoso Phone | | +| | | | lines are | | +| | | | available | | +| | | | GPON | | +| | | | Internet speeds | | +| | | | up to 1000M | | +| | | | Fiber only Up | | +| | | | to 6 Contoso Phone | | +| | | | lines are | | +| | | | available | | +| | | | ABF (Contoso | | +| | | | Business Fiber) | | +| | | | Internet speeds | | +| | | | up to 1000M | | +| | | | Fiber only Up | | +| | | | to 6 Contoso Phone | | +| | | | lines are | | +| | | | available | | +| | | | 20,000 hotspots | | +| | | | nationwide. | | +| | | | Unlimited on- | | +| | | | the-go access | | +| | | | with the | | +| | | | nations largest | | +| | | | Wi-Fi network | | +| | | | including | | +| | | | Starbucks. The | | +| | | | powerful Contoso | | +| | | | Internet | | +| | | | Security Suite | | +| | | | powered by | | +| | | | McAfee which | | +| | | | includes anti- | | +| | | | spy, anti- | | +| | | | virus, pop-up | | +| | | | blocker, | | +| | | | content control | | +| | | | and Spam Guard, | | +| | | | two-tiered | | +| | | | firewall, and | | +| | | | more. Wireless | | +| | | | networking | | +| | | | within the | | +| | | | customer's | | +| | | | office to share | | +| | | | Internet | | +| | | | access, files, | | +| | | | servers, | | +| | | | printers and | | +| | | | other devices. | | +| | | | Contoso's Business | | +| | | | Gateway is | | +| | | | powerful enough | | +| | | | to | | +| | | | significantly | | +| | | | improve network | | +| | | | quality | | +| | | | throughout the | | +| | | | office and | | +| | | | safeguard | | +| | | | against outside | | +| | | | access to the | | +| | | | Internet | | +| | | | connection. | | +| | | | Contoso Mail | | +| | | | provides 11 | | +| | | | email accounts | | +| | | | with virtually | | +| | | | unlimited | | +| | | | storage, POP | | +| | | | access, and | | +| | | | email | | +| | | | forwarding. | | +| | | | Contoso Internet | | +| | | | for Business | | +| | | | has no data | | +| | | | caps. Multiple | | +| | | | broadband | | +| | | | connections at | | +| | | | one location. | | +| | | | vDSL: 4 lines | | +| | | | per location | | +| | | | are allowed. | | +| | | | For each | | +| | | | additional | | +| | | | line, a new | | +| | | | order (BAN) | | +| | | | must be started | | +| | | | IP-DSL: 4 lines | | +| | | | per location | | +| | | | are allowed. | | +| | | | For additional | | +| | | | IP-DSL, a new | | +| | | | order (BAN) | | +| | | | must be started | | +| | | | GPON: 4 lines | | +| | | | per location | | +| | | | are allowed; a | | +| | | | new order (BAN) | | +| | | | must be | | +| | | | started. ABF: | | +| | | | 4 lines per | | +| | | | location are | | +| | | | allowed; a new | | +| | | | order (BAN) | | +| | | | must be | | +| | | | started. | | +| | | | Compare Speeds | | +| | | | Up to 5Mb | | +| | | | download Up to | | +| | | | 10Mb download | | +| | | | Up to 25 Mb | | +| | | | download Up to | | +| | | | 50 Mb download | | +| | | | Up to 75Mb | | +| | | | download Up to | | +| | | | 100Mb download | | +| | | | Download a 4Mb | | +| | | | audio file 6 | | +| | | | seconds 3 | | +| | | | seconds 1 | | +| | | | second .5 | | +| | | | seconds .3 | | +| | | | seconds .2 | | +| | | | seconds | | +| | | | Download a 20Mb | | +| | | | audio file 33 | | +| | | | seconds 16 | | +| | | | seconds 6 | | +| | | | second 3 | | +| | | | seconds 2 | | +| | | | seconds 1 | | +| | | | second | | +| | | | Download a 70Mb | | +| | | | audio file 2 | | +| | | | minutes 1 | | +| | | | minute 23 | | +| | | | seconds 13 | | +| | | | seconds 8 | | +| | | | seconds 5 | | +| | | | seconds | | +| | | | Download a | | +| | | | 200Mb audio | | +| | | | file 5 minutes | | +| | | | 35 seconds 2 | | +| | | | minutes 47 | | +| | | | seconds 1 | | +| | | | minute 7 | | +| | | | seconds 34 | | +| | | | seconds 24 | | +| | | | seconds 16 | | +| | | | seconds Contoso | | +| | | | Internet for | | +| | | | Business Speed | | +| | | | Plans Package | | +| | | | Speed Down | | +| | | | Speed Up | | +| | | | Internet Basic | | +| | | | 1.5 Up to | | +| | | | 1.5Mbps Up to | | +| | | | 1.0Mbps | | +| | | | Internet Basic | | +| | | | 3 Up to | | +| | | | 3.0Mbps | | +| | | | Internet Basic | | +| | | | 5 Up to | | +| | | | 5.0Mbps | | +| | | | Internet Basic | | +| | | | 6 Up to | | +| | | | 6.0Mbps | | +| | | | Internet 10 Up | | +| | | | to 10.0Mbps | | +| | | | Internet 12 Up | | +| | | | to 12.0Mbps Up | | +| | | | to 1.5Mbps | | +| | | | Internet 18 Up | | +| | | | to 18.0Mbps | | +| | | | Internet 24 Up | | +| | | | to 24.0Mbps Up | | +| | | | to 3.0Mbps | | +| | | | Internet 25 Up | | +| | | | to 25.0Mbps Up | | +| | | | to 5.0Mbps | | +| | | | Internet 45 Up | | +| | | | to 45.0Mbps Up | | +| | | | to 6.0Mbps | | +| | | | Internet 75 Up | | +| | | | to 75.0Mbps Up | | +| | | | to 8.0Mbps | | +| | | | Internet 100 | | +| | | | Up to 100.0Mbps | | +| | | | Up to 20.0Mbps | | +| | | | Heads up: The | | +| | | | above speeds | | +| | | | are video | | +| | | | digital | | +| | | | subscriber line | | +| | | | (VDSL). IP-DSL | | +| | | | speeds are: Up | | +| | | | to 1.5Mbps | | +| | | | down/up to | | +| | | | 384Kbps up Up | | +| | | | to 3Mbps | | +| | | | down/up to | | +| | | | 512Kbps up Up | | +| | | | to 5Mbps | | +| | | | down/up to | | +| | | | 1Mbps up Up to | | +| | | | 6Mbps down/up | | +| | | | to 768Kbps up | | +| | | | Up to 10Mbps | | +| | | | down/up to | | +| | | | 1Mbps up Up to | | +| | | | 12Mbps down/up | | +| | | | to 1Mbps up Up | | +| | | | to 18Mbps | | +| | | | down/up to | | +| | | | 1Mbps up Up to | | +| | | | 25Mbps down/up | | +| | | | to 2Mbps up | | +| | | | Best Choice For | | +| | | | Product Best | | +| | | | Choice For | | +| | | | Internet 10001 | | +| | | | It's Lightning- | | +| | | | fast Internet | | +| | | | 5001 Internet | | +| | | | 3001 Internet | | +| | | | 1001 Excellent | | +| | | | for connecting | | +| | | | multiple | | +| | | | devices, | | +| | | | getting the | | +| | | | ultimate gaming | | +| | | | experience, | | +| | | | streaming and | | +| | | | downloading HD | | +| | | | video quicker | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 71 | How can a | If a | Content: . | 10 | +| | customer | customer is | ​Customer | | +| | return a | not | Expectations¶ | | +| | Cell Booster | satisfied | ¶ Advise the | | +| | or Cell | with the | customer:¶ ¶ | | +| | Booster Pro | Cell Booster | Of their | | +| | device? | or Cell | installation | | +| | | Booster Pro, | date and | | +| | | they may | timeExpect an | | +| | | return the | email from | | +| | | device. The | Field Services | | +| | | customer | Installation | | +| | | should | team providing | | +| | | deactivate | Cell Booster | | +| | | their Cell | pro | | +| | | Booster or | documentation | | +| | | Cell Booster | including | | +| | | Pro device | Installation | | +| | | in the | requirements, | | +| | | customer Web | Network | | +| | | portal | (Broadband | | +| | | accessible | Internet) | | +| | | via att.com/ | requirements, | | +| | | cellbooster | Scope of Work | | +| | | and return | including Roles | | +| | | the device | & Responsibilit | | +| | | in the | ies | | +| | | original | Installation | | +| | | packaging | manager | | +| | | with all | contacts | | +| | | original | customer 48 | | +| | | contents | hours prior to | | +| | | using the | installation to | | +| | | return label | confirm | | +| | | included in | scheduled | | +| | | the original | appointment To | | +| | | shipment. If | expect a | | +| | | the customer | courtesy call | | +| | | cannot | from the Contoso | | +| | | locate the | Field Service | | +| | | return | technician 24 | | +| | | label, they | hours prior to | | +| | | can refer to | their | | +| | | Equipment | appointment¶ | | +| | | Returns - | Provide the | | +| | | BCSS. | customer their | | +| | | Restocking | OPUS order | | +| | | fees apply, | number. Advise | | +| | | and the | the customer of | | +| | | customer | these | | +| | | will be | requirements | | +| | | refunded for | for | | +| | | the original | installation:¶ | | +| | | device to | Make sure the | | +| | | the original | area is | | +| | | form of | clear.The | | +| | | payment | device needs to | | +| | | within 1-2 | be present at | | +| | | bill cycles | installation | | +| | | from the | location.The | | +| | | date the | device needs to | | +| | | device is | be registered | | +| | | received at | and activated | | +| | | the | by the customer | | +| | | warehouse. | prior to or at | | +| | | | time of | | +| | | | installation | | +| | | | The customer | | +| | | | transport | | +| | | | requirements | | +| | | | have been met | | +| | | | (see Technical | | +| | | | Guide for | | +| | | | requirements) | | +| | | | If the device | | +| | | | is determined | | +| | | | to be defective | | +| | | | during installa | | +| | | | tion/activation | | +| | | | , the | | +| | | | technician does | | +| | | | not have | | +| | | | additional | | +| | | | devices on | | +| | | | hand:¶ The | | +| | | | customer needs | | +| | | | to process a | | +| | | | Warranty | | +| | | | Exchange to | | +| | | | receive a | | +| | | | replacement | | +| | | | device.Review | | +| | | | Accessory BRE | | +| | | | processes, if | | +| | | | the install is | | +| | | | within 30 days | | +| | | | of the | | +| | | | purchase. ¶ | | +| | | | The technician | | +| | | | is available on | | +| | | | site until the | | +| | | | device is | | +| | | | active on the | | +| | | | network.¶ Back | | +| | | | to Top¶ | | +| | | | Buyer's Remorse | | +| | | | Exchange (BRE) | | +| | | | ¶ ¶ ¶ | | +| | | | Business and | | +| | | | FirstNet | | +| | | | Customers have | | +| | | | a 30 day window | | +| | | | to return the | | +| | | | device for a | | +| | | | full refund. | | +| | | | After 30 days, | | +| | | | the Business | | +| | | | and FirstNet | | +| | | | Customers | | +| | | | cannot return | | +| | | | the device for | | +| | | | a refund. After | | +| | | | the BRExchange | | +| | | | period for | | +| | | | Business | | +| | | | FirstNet | | +| | | | customers (30 | | +| | | | days) the | | +| | | | customer may | | +| | | | request a | | +| | | | Warranty | | +| | | | Exchange as a | | +| | | | replacement if | | +| | | | defective or | | +| | | | damaged. BRE | | +| | | | (exchange) | | +| | | | process for | | +| | | | Cell Booster | | +| | | | Products: There | | +| | | | is no custom | | +| | | | BRE flow for | | +| | | | Cell Booster | | +| | | | products. Reps | | +| | | | will need to | | +| | | | process return | | +| | | | and order a new | | +| | | | device to | | +| | | | fulfill an | | +| | | | exchange as per | | +| | | | the below: ¶ | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster: Cell | | +| | | | Booster can be | | +| | | | exchanged in | | +| | | | Retail Store | | +| | | | since Contoso | | +| | | | Retail Stores | | +| | | | carry inventory | | +| | | | in the Store. | | +| | | | In OPUS Retail, | | +| | | | there is a 2 | | +| | | | step process | | +| | | | for BRE. Rep | | +| | | | has to process | | +| | | | the device | | +| | | | return first | | +| | | | and then | | +| | | | purchase new | | +| | | | device. In | | +| | | | Retail, Manager | | +| | | | can do an | | +| | | | override to | | +| | | | reset the value | | +| | | | so customer is | | +| | | | not charged for | | +| | | | new device. | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | purchased | | +| | | | Online/DF | | +| | | | channels. Cell | | +| | | | Booster Pro an | | +| | | | all Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | cannot be | | +| | | | exchanged in | | +| | | | Contoso Retail | | +| | | | Stores since | | +| | | | Stores will not | | +| | | | carry this | | +| | | | inventory (only | | +| | | | Cell Booster is | | +| | | | stocked in | | +| | | | Retail Stores). | | +| | | | To process BRE, | | +| | | | Rep will need | | +| | | | to advise | | +| | | | customer to | | +| | | | return the | | +| | | | existing device | | +| | | | /accessory via | | +| | | | online return | | +| | | | process and | | +| | | | then rep can | | +| | | | order a new dev | | +| | | | ice/accessory | | +| | | | once return has | | +| | | | been processed. | | +| | | | Customer will | | +| | | | receive refund | | +| | | | for the initial | | +| | | | device once | | +| | | | return is | | +| | | | received and | | +| | | | processed by | | +| | | | Contoso.¶ If | | +| | | | Installation | | +| | | | was Ordered | | +| | | | Then But not | | +| | | | installed on | | +| | | | the original | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Submi | | +| | | | t an Unable to | | +| | | | Complete | | +| | | | Transaction. ¶ | | +| | | | Perform the | | +| | | | BRExchange and | | +| | | | order an | | +| | | | installation | | +| | | | during the | | +| | | | flow. ¶ Follow | | +| | | | rescheduling | | +| | | | installation | | +| | | | process. ¶ And | | +| | | | install | | +| | | | completed on | | +| | | | the original | | +| | | | device, and the | | +| | | | customer | | +| | | | declines to | | +| | | | self-install | | +| | | | the new device | | +| | | | Order an | | +| | | | installation | | +| | | | for the new | | +| | | | device during | | +| | | | the BRExchange | | +| | | | flow. Heads | | +| | | | up: the | | +| | | | customer should | | +| | | | be billed for | | +| | | | this if pro- | | +| | | | install was not | | +| | | | included | | +| | | | initially. But | | +| | | | not installed, | | +| | | | and the | | +| | | | customer | | +| | | | activated the | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Credi | | +| | | | t the customer | | +| | | | for the | | +| | | | installation | | +| | | | charge.¶ See | | +| | | | Clarify Credits | | +| | | | and Adjustments | | +| | | | Policy and | | +| | | | Submission | | +| | | | Process - | | +| | | | BCSS.¶ Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | But not | | +| | | | installed, and | | +| | | | the device was | | +| | | | not activated | | +| | | | by the customer | | +| | | | ¶ Re-schedule | | +| | | | the existing | | +| | | | installation | | +| | | | appointment to | | +| | | | coincide with | | +| | | | the delivery of | | +| | | | the new | | +| | | | device.Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | They will be | | +| | | | charged for the | | +| | | | exchanged | | +| | | | device.To | | +| | | | return the | | +| | | | device in the | | +| | | | original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Inform the | | +| | | | customer they | | +| | | | will be | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Back to Top¶ | | +| | | | Returns ¶ ¶ ¶ | | +| | | | If a customer | | +| | | | is not | | +| | | | satisfied with | | +| | | | the Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro, | | +| | | | they may return | | +| | | | the device.¶ ¶ | | +| | | | Advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device in the | | +| | | | customer Web | | +| | | | portal | | +| | | | accessible:¶ ¶ | | +| | | | att.com/cellboo | | +| | | | ster To return | | +| | | | the device in | | +| | | | the original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents | | +| | | | Source: | | +| | | | Content: using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Restocking fees | | +| | | | apply. Inform | | +| | | | the customer | | +| | | | they are | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Cancel Service¶ | | +| | | | ¶ If a | | +| | | | customer | | +| | | | requests to | | +| | | | cancel their | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro Service, | | +| | | | advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device via the | | +| | | | customer Web | | +| | | | portal.¶ ¶ at | | +| | | | t.com/cellboost | | +| | | | er Use the | | +| | | | mobile | | +| | | | app/portal to | | +| | | | select the | | +| | | | location and | | +| | | | device and | | +| | | | select | | +| | | | disconnect on | | +| | | | the device | | +| | | | screen. Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro | | +| | | | devices do not | | +| | | | have service | | +| | | | plans or any | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charges, | | +| | | | therefore there | | +| | | | is no billing | | +| | | | impact to | | +| | | | disconnecting. | | +| | | | ETFs (early | | +| | | | termination | | +| | | | fees) do not | | +| | | | apply. | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment ¶ | | +| | | | ¶ ¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to | | +| | | | change/cancel | | +| | | | their | | +| | | | installation | | +| | | | appointment, | | +| | | | bridge the call | | +| | | | to Cell Booster | | +| | | | or Cell Booster | | +| | | | Pro using the | | +| | | | speed dial | | +| | | | located in the | | +| | | | Directory Tool | | +| | | | and remain on | | +| | | | the line until | | +| | | | the | | +| | | | change/cancel | | +| | | | request is | | +| | | | completed.¶ ¶ | | +| | | | Enhanced Care ¶ | | +| | | | ¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to change or | | +| | | | cancel their | | +| | | | installation | | +| | | | appointment | | +| | | | during SMART | | +| | | | Chat hours of | | +| | | | operation:¶ ¶ | | +| | | | Open SMART | | +| | | | Chat. Log in | | +| | | | via Contoso Global | | +| | | | Logon. Select | | +| | | | the Agent tab. | | +| | | | Select | | +| | | | Workgroup to | | +| | | | Chat: Abfs- | | +| | | | dispatch. | | +| | | | Select Request | | +| | | | Type: Dispatch. | | +| | | | Select Purpose: | | +| | | | Time Reporting. | | +| | | | Select the | | +| | | | Center. SMART | | +| | | | Chat Hours of | | +| | | | Operation - ET | | +| | | | If the Customer | | +| | | | is Located in | | +| | | | Then 8 a.m. - | | +| | | | 6 p.m. AL, TN, | | +| | | | FL, GA, KY, LA, | | +| | | | MI, NC, SC | | +| | | | Select Non-Tech | | +| | | | 9 States > | | +| | | | Chat. 7:30 | | +| | | | a.m. - 8 p.m. | | +| | | | All other | | +| | | | states Select | | +| | | | Non-Tech 41 | | +| | | | States > Chat. | | +| | | | ¶ Access the | | +| | | | ESS Dashboard.S | | +| | | | elect Contoso | | +| | | | MetroCell from | | +| | | | the drop-down | | +| | | | menu.Press | | +| | | | Ctrl+F and | | +| | | | enter the | | +| | | | company name in | | +| | | | the search | | +| | | | field.Capture | | +| | | | the CSO/SSO | | +| | | | ticket number.¶ | | +| | | | ¶ If the | | +| | | | customer is | | +| | | | requesting to:¶ | | +| | | | ¶ Cancel their | | +| | | | installation | | +| | | | appointment - | | +| | | | Proceed to step | | +| | | | 8.Change their | | +| | | | installation | | +| | | | appointment - | | +| | | | Proceed to step | | +| | | | 9.¶ ¶ Cancel | | +| | | | Install | | +| | | | Appointment | | +| | | | Heads Up: | | +| | | | Installation | | +| | | | charges will | | +| | | | hit the | | +| | | | customer bill. | | +| | | | If customer | | +| | | | cancels the | | +| | | | install, a | | +| | | | credit should | | +| | | | be issued once | | +| | | | the bill with | | +| | | | the charges is | | +| | | | rendered ¶ ¶ | | +| | | | In the chat | | +| | | | field, enter:¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket #OPUS | | +| | | | order | | +| | | | numberCancel | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | installation | | +| | | | appointment per | | +| | | | customer | | +| | | | request¶ ¶ | | +| | | | Provide | | +| | | | confirmation to | | +| | | | the caller the | | +| | | | installation | | +| | | | appointment is | | +| | | | cancelled and | | +| | | | close the | | +| | | | call.¶ ¶ | | +| | | | Change Install | | +| | | | Appointment¶ ¶ | | +| | | | In the chat | | +| | | | field, enter:¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket #OPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install dateNew | | +| | | | install date | | +| | | | requested¶ ¶ | | +| | | | Provide the | | +| | | | caller with the | | +| | | | new | | +| | | | installation | | +| | | | date/time and | | +| | | | close the | | +| | | | call.¶ If a | | +| | | | customer calls | | +| | | | in requesting | | +| | | | to change or | | +| | | | cancel their | | +| | | | installation | | +| | | | appointment | | +| | | | after SMART | | +| | | | Chat hours of | | +| | | | operation:¶ ¶ | | +| | | | Create a | | +| | | | commitment. | | +| | | | When you | | +| | | | receive | | +| | | | confirmation | | +| | | | from the | | +| | | | appropriate | | +| | | | team, call or | | +| | | | email the | | +| | | | customer to | | +| | | | confirm the | | +| | | | appointment was | | +| | | | set and close | | +| | | | the commitment. | | +| | | | If After Hours | | +| | | | and the | | +| | | | Customer is | | +| | | | Located in | | +| | | | Then Include | | +| | | | in the E-mail | | +| | | | Change Install | | +| | | | Appointment | | +| | | | Cancel Install | | +| | | | Appointment | | +| | | | AL, TN, FL, GA, | | +| | | | KY, LA, MI, NC, | | +| | | | SC Email BCS | | +| | | | Ops Dispatch. | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket | | +| | | | numberOPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install dateNew | | +| | | | install date re | | +| | | | questedRequest | | +| | | | Confirmation | | +| | | | response email | | +| | | | from this team¶ | | +| | | | ¶ Company | | +| | | | nameContact | | +| | | | nameContact | | +| | | | numberCSO/SSO | | +| | | | ticket | | +| | | | numberOPUS | | +| | | | order | | +| | | | numberCurrent | | +| | | | install | | +| | | | dateCancel Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | installation | | +| | | | appointment per | | +| | | | customer | | +| | | | requestRequest | | +| | | | Confirmation | | +| | | | response email | | +| | | | from this team¶ | | +| | | | All other | | +| | | | states Email | | +| | | | BCC STATUS. | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: The | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro serve as a | | +| | | | small 4G LTE | | +| | | | cell tower in | | +| | | | the home or | | +| | | | office that | | +| | | | uses the | | +| | | | customer's | | +| | | | broadband | | +| | | | Internet | | +| | | | connection to | | +| | | | carry the call | | +| | | | or data traffic | | +| | | | to the Contoso | | +| | | | network when | | +| | | | customers | | +| | | | experience | | +| | | | difficulty with | | +| | | | in-home | | +| | | | coverage. | | +| | | | Important | | +| | | | Provisioning | | +| | | | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | ++----+----------------+----------------+------------------+--------------+ +| 72 | What is a | A cell | Content: The | 10 | +| | cell | booster is a | Contoso Cell | | +| | booster? | device that | Booster and | | +| | | serves as a | Cell Booster | | +| | | small 4G LTE | Pro serve as a | | +| | | cell tower | small 4G LTE | | +| | | in the home | cell tower in | | +| | | or office | the home or | | +| | | that uses | office that | | +| | | the | uses the | | +| | | customer's | customer's | | +| | | broadband | broadband | | +| | | Internet | Internet | | +| | | connection | connection to | | +| | | to carry the | carry the call | | +| | | call or data | or data traffic | | +| | | traffic to | to the Contoso | | +| | | the Contoso | network when | | +| | | network when | customers | | +| | | customers | experience | | +| | | experience | difficulty with | | +| | | difficulty | in-home | | +| | | with in-home | coverage. | | +| | | coverage. | Important | | +| | | (Source: | Provisioning | | +| | | context) | Note: Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro are | | +| | | | provisioned as | | +| | | | an accessory. | | +| | | | Go to the | | +| | | | Accessory Tab | | +| | | | in OPUS and | | +| | | | search via the | | +| | | | SKU's (Cell | | +| | | | Booster - 6968C | | +| | | | / Cell Booster | | +| | | | Pro - 6276D). | | +| | | | What's New | | +| | | | Specifications | | +| | | | Requirements | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Mobile App Web | | +| | | | Portal Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Pricing FAQ | | +| | | | What's New | | +| | | | 08/30/2022: | | +| | | | Starting in | | +| | | | September, Contoso | | +| | | | will be | | +| | | | emailing | | +| | | | customers in | | +| | | | the following | | +| | | | scenarios | | +| | | | listed below in | | +| | | | an attempt for | | +| | | | them to activat | | +| | | | e/connect their | | +| | | | devices: | | +| | | | Scenario 1 - | | +| | | | Cell Booster | | +| | | | Pro didn’t come | | +| | | | back online | | +| | | | after | | +| | | | maintenance | | +| | | | Scenario 2 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but the | | +| | | | device is not | | +| | | | active | | +| | | | Scenario 3 - | | +| | | | Customer has | | +| | | | registered the | | +| | | | Cell Booster | | +| | | | Pro but Contoso is | | +| | | | not able to | | +| | | | activate the | | +| | | | device | | +| | | | Scenario 4 - | | +| | | | Cell Booster | | +| | | | Pro GPS | | +| | | | connection | | +| | | | preventing | | +| | | | improved | | +| | | | coverage | | +| | | | Scenario 5 - | | +| | | | Customer | | +| | | | purchased a | | +| | | | Cell Booster | | +| | | | Pro and has not | | +| | | | yet plugged in, | | +| | | | registered, and | | +| | | | activated | | +| | | | device Email | | +| | | | Samples (click | | +| | | | and then | | +| | | | download to | | +| | | | view all the | | +| | | | samples) For | | +| | | | customers who | | +| | | | have indoor | | +| | | | wireless | | +| | | | coverage | | +| | | | issues, Contoso | | +| | | | launched the | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | keep them | | +| | | | connected to | | +| | | | what's | | +| | | | important to | | +| | | | them. These | | +| | | | devices are 4G | | +| | | | LTE capable, | | +| | | | managed thru an | | +| | | | app/web portal | | +| | | | and available | | +| | | | to all customer | | +| | | | types. We are | | +| | | | following up | | +| | | | with these | | +| | | | customers to | | +| | | | ensure these | | +| | | | devices are | | +| | | | connected so | | +| | | | they have | | +| | | | improved | | +| | | | coverage, which | | +| | | | will provide a | | +| | | | better customer | | +| | | | experience. | | +| | | | Back to Top | | +| | | | Specifications | | +| | | | Device Types | | +| | | | Contoso Cell | | +| | | | Booster Contoso | | +| | | | Cell Booster | | +| | | | Pro Number | | +| | | | of Users | | +| | | | 8 Note: These | | +| | | | users need to | | +| | | | have Contoso | | +| | | | wireless | | +| | | | service and | | +| | | | must be within | | +| | | | range to | | +| | | | connect.  The | | +| | | | admin does not | | +| | | | need to add or | | +| | | | grant access. | | +| | | | 64 | | +| | | | Preferred | | +| | | | Customer Type | | +| | | | Consumer, | | +| | | | available to | | +| | | | all types Ente | | +| | | | rprise/FirstNet | | +| | | | , available to | | +| | | | all types | | +| | | | Coverage Area | | +| | | | 3,000 square | | +| | | | feet     | | +| | | | 15,000 square | | +| | | | feet Alpha | | +| | | | Tag 4G LTE | | +| | | | Speed    4G | | +| | | | LTE - Depending | | +| | | | on Number of | | +| | | | Devices Using | | +| | | | Data Session, | | +| | | | Speeds may slow | | +| | | | Call Handoff | | +| | | | Calls that | | +| | | | start on Contoso | | +| | | | Wireless | | +| | | | Network will | | +| | | | handoff to Cell | | +| | | | Booster The | | +| | | | Customer's | | +| | | | Device will NOT | | +| | | | connect to the | | +| | | | Cell Booster | | +| | | | until the Call | | +| | | | has ended | | +| | | | Calls that | | +| | | | start on the | | +| | | | Cell Booster DO | | +| | | | handoff to the | | +| | | | Contoso Wireless | | +| | | | Network If | | +| | | | multiple Cell | | +| | | | Boosters, calls | | +| | | | will also | | +| | | | handoff to | | +| | | | other Cell | | +| | | | Boosters & | | +| | | | Pro.  | | +| | | | Return Period   | | +| | | |   The | | +| | | | Business CRU | | +| | | | return period | | +| | | | can vary | | +| | | | between 14 and | | +| | | | 30 days based | | +| | | | on the account | | +| | | | type.  If | | +| | | | shipped, the | | +| | | | BRE period | | +| | | | begins three | | +| | | | days after the | | +| | | | shipped date.  | | +| | | | Refer to | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Multiple Units | | +| | | | Yes, Max of 3 | | +| | | | per location. | | +| | | | Cannot | | +| | | | Mix/Match Contoso | | +| | | | and FirstNet | | +| | | | Cell Booster | | +| | | | Type at same | | +| | | | location | | +| | | | Dimensions | | +| | | | 7.5" x 8.3" x | | +| | | | 1.5", ~1 Kg | | +| | | | 9.5” X 9.5” X | | +| | | | 2.6”, ~2 Kg | | +| | | | Device Color | | +| | | | White White | | +| | | | Band Ports B4 | | +| | | | or B66 | | +| | | | FirstNet Cell | | +| | | | Booster Type = | | +| | | | (B2, B14)Contoso | | +| | | | Cell Booster | | +| | | | Type = (B2, | | +| | | | B66) & enabled | | +| | | | by Portal (App) | | +| | | | GPS Antenna | | +| | | | Integrated + | | +| | | | External | | +| | | | Integrated + | | +| | | | External | | +| | | | SKU 6968C | | +| | | | 6967D | | +| | | | Power Adapter | | +| | | | AC Adapter AC | | +| | | | Adapter | | +| | | | Mounting | | +| | | | Options Desk, | | +| | | | Wall Desk, | | +| | | | Wall, Ceiling | | +| | | | Price $229.99 | | +| | | | $699.99 | | +| | | | Professional | | +| | | | Installation- | | +| | | | Available for | | +| | | | Cell Booster | | +| | | | Pro Only   | | +| | | | Professional | | +| | | | Installation: | | +| | | | $700 Source: | | +| | | | Content: & | | +| | | | Cell Booster | | +| | | | Pro do not | | +| | | | qualify for | | +| | | | compensation or | | +| | | | ranker. They | | +| | | | are products | | +| | | | designed to | | +| | | | improve the | | +| | | | customers | | +| | | | experience and | | +| | | | reduce chargeba | | +| | | | cks. Provisioni | | +| | | | ng: | | +| | | | Provisioning:  | | +| | | | Step 1:  Go | | +| | | | into the | | +| | | | customer's | | +| | | | account Step | | +| | | | 2:  On the | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | go to | | +| | | | 'Sales', find | | +| | | | 'Shipping' and | | +| | | | choose 'OTHER' | | +| | | | Step 3:  Type | | +| | | | in the | | +| | | | description, | | +| | | | i.e. 'Cell | | +| | | | Booster' and it | | +| | | | will then come | | +| | | | up. Add it to | | +| | | | cart. Mobile | | +| | | | App Web Portal | | +| | | | The Contoso Cell | | +| | | | Booster  App is | | +| | | | free and | | +| | | | available in | | +| | | | the App Store, | | +| | | |  iTunes or the | | +| | | | customer can | | +| | | | scan the QB | | +| | | | code on the box | | +| | | | or the device | | +| | | | (recommended). | | +| | | | Standard data | | +| | | | rates apply | | +| | | | based on the | | +| | | | customer's | | +| | | | current data | | +| | | | subscription. | | +| | | | All customers | | +| | | | are required to | | +| | | | have the | | +| | | | appropriate | | +| | | | data plan for | | +| | | | their | | +| | | | device Use the | | +| | | | Contoso Cell | | +| | | | Booster App to: | | +| | | | Register and | | +| | | | activate a new | | +| | | | Contoso Cell | | +| | | | Booster App - | | +| | | | Screenshot | | +| | | | Manage | | +| | | | registered | | +| | | | devices: | | +| | | | Add/delete | | +| | | | location | | +| | | | address | | +| | | | Disconnect | | +| | | | device Manage | | +| | | | Notification | | +| | | | Settings | | +| | | | Add/delete | | +| | | | secondary Admin | | +| | | | User | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing | | +| | | | issues with the | | +| | | | Contoso Cell | | +| | | | Booster App to | | +| | | | BMTS (Business | | +| | | | Mobility Tech | | +| | | | Support) or | | +| | | | FNTS (FirstNet | | +| | | | Tech Support) | | +| | | | using the | | +| | | | Directory | | +| | | | Tool. BMTS and | | +| | | | FNTS: | | +| | | | Troubleshoot | | +| | | | Contoso Cell | | +| | | | Booster App | | +| | | | issues using | | +| | | | the Contoso Cell | | +| | | | Booster | | +| | | | Technical Guide | | +| | | | script.  Back | | +| | | | to Top Billing | | +| | | | and Internet | | +| | | | Registration | | +| | | | for Contoso DSL | | +| | | | and Contoso | | +| | | | Internet | | +| | | | Customers | | +| | | | Usage on the | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is billed | | +| | | | according to | | +| | | | the customer's | | +| | | | rate plan | | +| | | | and/or feature | | +| | | | just like if | | +| | | | the customer | | +| | | | was on Contoso | | +| | | | Wireless | | +| | | | Network. | | +| | | | Customer will | | +| | | | not see any | | +| | | | different | | +| | | | billing usage | | +| | | | when placing | | +| | | | calls/data | | +| | | | sessions on | | +| | | | Cell Booster or | | +| | | | Cell Booster | | +| | | | Pro. Call | | +| | | | detail is | | +| | | | available for | | +| | | | calls placed | | +| | | | while on the | | +| | | | Contoso Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro. | | +| | | | Contoso Internet | | +| | | | Customers with | | +| | | | an Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | usage does not | | +| | | | count toward | | +| | | | their Contoso | | +| | | | Internet | | +| | | | monthly data | | +| | | | usage. For | | +| | | | accurate | | +| | | | Internet | | +| | | | billing, | | +| | | | customers who | | +| | | | have both Contoso | | +| | | | Internet and an | | +| | | | Contoso Cell | | +| | | | Booster / Cell | | +| | | | Booster Pro | | +| | | | should register | | +| | | | their services | | +| | | | www.att.com/cel | | +| | | | lbooster. | | +| | | | Back to Top | | +| | | | Pricing Contoso | | +| | | | Cell Booster | | +| | | | Pro and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6967C  Contoso | | +| | | | Cell Booster | | +| | | | Pro (Gen 1-only | | +| | | | available for | | +| | | | CI, orders | | +| | | | prior to | | +| | | | 4/1/2022)) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 6276D  | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | (Gen | | +| | | | 2-Available for | | +| | | | GA, orders | | +| | | | after 4/1/2022) | | +| | | | $699.00  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4068Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Power Supply- | | +| | | | Gray $14.99 | | +| | | | Replacement | | +| | | | Part 4074Q | | +| | | | Contoso Cell | | +| | | | Booster Pro GPS | | +| | | | Antenna Black | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part 4086Q | | +| | | | Contoso Cell | | +| | | | Booster Pro | | +| | | | Mounting Kit | | +| | | | $4.99 | | +| | | | Replacement | | +| | | | Part 4770Q | | +| | | | Contoso Power Over | | +| | | | Ethernet | | +| | | | (PoE)++Splitter | | +| | | | $229.99 | | +| | | | Optional | | +| | | | 4624Q  Contoso | | +| | | | Cell Booster | | +| | | | Pro Desk Stand | | +| | | | $30.00 | | +| | | | Optional | | +| | | | 4771Q Contoso GPS | | +| | | | Antenna 65' | | +| | | | Extension Cable | | +| | | | $129.99 | | +| | | | Optional | | +| | | | CBPINSTLL Contoso | | +| | | | Cell Booster | | +| | | | Pro- | | +| | | | Professional | | +| | | | Installation | | +| | | | $700.00 Option | | +| | | | alProfessional | | +| | | | Installation | | +| | | | Charge **Only | | +| | | | available for | | +| | | | CRU liability | | +| | | | type and Cell | | +| | | | Booster Pro | | +| | | | product** | | +| | | | Contoso Cell | | +| | | | Booster and | | +| | | | Accessory Infor | | +| | | | mation/Pricing | | +| | | | SKU | | +| | | | Description | | +| | | | Price Type | | +| | | | 6968C  Contoso | | +| | | | Cell Booster | | +| | | | $229.99  | | +| | | | Device | | +| | | | (customer an | | +| | | | purchase up to | | +| | | | 3) 4069Q | | +| | | | Contoso Cell | | +| | | | Booster GPS | | +| | | | Antenna  | | +| | | | $12.99 | | +| | | | Replacement | | +| | | | Part | | +| | | | Source: | | +| | | | Content: Back | | +| | | | to Top | | +| | | | Requirements | | +| | | | Equipment - | | +| | | | Compatible | | +| | | | equipment | | +| | | | includes the | | +| | | | following: | | +| | | | 5G Sub-6GHz, | | +| | | | 5G+ (mmWave), | | +| | | | 4G LTE, or LTE- | | +| | | | capable phones | | +| | | | Connected | | +| | | | Wearables, | | +| | | | Tablets and | | +| | | | Laptops | | +| | | | Wireless Home | | +| | | | Phone: | | +| | | | Premier, | | +| | | | FirstNet | | +| | | | Central, and | | +| | | | myContoso | | +| | | | Account:  The | | +| | | | customer must | | +| | | | have a | | +| | | | registered | | +| | | | myContoso account. | | +| | | | Enterprise / | | +| | | | CRU and | | +| | | | FirstNet must | | +| | | | have Premier | | +| | | | and FirstNet | | +| | | | Central to | | +| | | | register and | | +| | | | manage the Cell | | +| | | | Boosters.  | | +| | | | Postpaid | | +| | | | Account - An | | +| | | | active postpaid | | +| | | | account is | | +| | | | required to | | +| | | | register the | | +| | | | Contoso Cell | | +| | | | Booster: If | | +| | | | a Prepaid | | +| | | | customers has a | | +| | | | myContoso login, | | +| | | | they can regist | | +| | | | er/activate a | | +| | | | Cell Booster. | | +| | | | CRU customers | | +| | | | may purchase | | +| | | | the Cell | | +| | | | Booster, but | | +| | | | they must | | +| | | | activate on a C | | +| | | | onsumer/Signatu | | +| | | | re line. | | +| | | | Home Broadband | | +| | | | Internet  | | +| | | | Contoso Cell | | +| | | | Booster: | | +| | | | Minimum speeds | | +| | | | are 5Mbps | | +| | | | Download/1Mbps | | +| | | | Upload. | | +| | | | Recommended | | +| | | | speeds are 100 | | +| | | | Mbps/5 Mbps. | | +| | | | Contoso Cell | | +| | | | Booster Pro: | | +| | | | Minimum speeds | | +| | | | are 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload. The | | +| | | | requirements | | +| | | | change by | | +| | | | number of Pros | | +| | | | on location:  | | +| | | | 25Mbps | | +| | | | Download/5Mbps | | +| | | | Upload for 1 | | +| | | | Pro 30Mbps | | +| | | | Download/7Mbps | | +| | | | Upload for 2 | | +| | | | Pro's 35Mbps | | +| | | | Download/9MBps | | +| | | | Upload for 3 | | +| | | | Pro's | | +| | | | Customers can | | +| | | | test their | | +| | | | Internet speed | | +| | | | at http://www.a | | +| | | | tt.com/speedtes | | +| | | | t The Contoso | | +| | | | Cell Booster is | | +| | | | compatible with | | +| | | | any broadband | | +| | | | service with | | +| | | | the exception | | +| | | | of satellite | | +| | | | and wireless | | +| | | | broadband | | +| | | | (satellite and | | +| | | | wireless | | +| | | | broadband are | | +| | | | not | | +| | | | compatible). | | +| | | | The Contoso Cell | | +| | | | Booster | | +| | | | requires a | | +| | | | direct | | +| | | | connection to | | +| | | | the customer's | | +| | | | modem/router/ga | | +| | | | teway via an | | +| | | | Ethernet cable. | | +| | | | This requires | | +| | | | the customer | | +| | | | have an | | +| | | | available Local | | +| | | | Area Network | | +| | | | (LAN) port on | | +| | | | the modem/route | | +| | | | r/gateway for | | +| | | | connection to | | +| | | | the Cell | | +| | | | Booster. | | +| | | | Professional | | +| | | | Installations | | +| | | | Only the Contoso | | +| | | | Cell Booster | | +| | | | Pro is | | +| | | | available for | | +| | | | the | | +| | | | Professional | | +| | | | Installation.  | | +| | | | The cost is | | +| | | | $700 and is | | +| | | | only available | | +| | | | via OPUS | | +| | | | BCare/BSales | | +| | | | for Enterprise | | +| | | | and FirstNet | | +| | | | customers.   | | +| | | | Once an install | | +| | | | is scheduled, | | +| | | | the customer | | +| | | | will receive an | | +| | | | email with | | +| | | | confirmation | | +| | | | and contact | | +| | | | information in | | +| | | | the event they | | +| | | | need to | | +| | | | reschedule or | | +| | | | speak to the | | +| | | | installation | | +| | | | team. (make | | +| | | | sure the | | +| | | | customer checks | | +| | | | their SPAM | | +| | | | folder for the | | +| | | | email | | +| | | | notification if | | +| | | | they can’t find | | +| | | | it) Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Coverage Area - | | +| | | | The devices | | +| | | | must be | | +| | | | physically | | +| | | | located within | | +| | | | licensed Contoso | | +| | | | coverage area | | +| | | | and the | | +| | | | customer must | | +| | | | have an E911 | | +| | | | registered | | +| | | | physical | | +| | | | location | | +| | | | address. Post | | +| | | | office box and | | +| | | | rural route | | +| | | | addresses are | | +| | | | not valid: | | +| | | | Go to att.com/c | | +| | | | ellboostereligi | | +| | | | bility select | | +| | | | Check Service | | +| | | | Area to | | +| | | | determine | | +| | | | service | | +| | | | eligibility.  | | +| | | | Currently only | | +| | | | available in | | +| | | | Washington- | | +| | | | state and parts | | +| | | | of Idaho; | | +| | | | national launch | | +| | | | is planned for | | +| | | | 1Q 2022.   | | +| | | | GPS Lock - The | | +| | | | Contoso Cell | | +| | | | Booster must be | | +| | | | placed in a | | +| | | | location where | | +| | | | it can acquire | | +| | | | and maintain a | | +| | | | GPS Lock. The | | +| | | | device has the | | +| | | | best chance of | | +| | | | getting and | | +| | | | maintaining a | | +| | | | GPS Lock when | | +| | | | it is placed | | +| | | | within three | | +| | | | feet of a | | +| | | | window and has | | +| | | | an unobstructed | | +| | | | view of the | | +| | | | sky.  An | | +| | | | external GPS | | +| | | | antenna comes | | +| | | | in the Cell | | +| | | | Booster box and | | +| | | | can also be | | +| | | | connected to | | +| | | | the device and | | +| | | | attached to a | | +| | | | window | | +| | | | (adhesive on | | +| | | | antenna). The | | +| | | | devices use the | | +| | | | GPS system to | | +| | | | verify its | | +| | | | physical | | +| | | | location: If | | +| | | | the device is | | +| | | | unable to gain | | +| | | | a GPS Lock, it | | +| | | | attempts to | | +| | | | perform GPS | | +| | | | Bypass:  The | | +| | | | GPS Bypass uses | | +| | | | the signal from | | +| | | | neighboring | | +| | | | Contoso cell | | +| | | | towers in an | | +| | | | attempt to | | +| | | | verify the | | +| | | | physical | | +| | | | location of the | | +| | | | device. If the | | +| | | | Contoso Cell | | +| | | | Booster is able | | +| | | | to successfully | | +| | | | gain a GPS | | +| | | | Bypass the | | +| | | | physical | | +| | | | location can be | | +| | | | verified and | | +| | | | the activation | | +| | | | process | | +| | | | continues to | | +| | | | the next step. | | +| | | | If device | | +| | | | cannot acquire | | +| | | | a GPS lock and | | +| | | | cannot perform | | +| | | | GPS Bypass, | | +| | | | device cannot | | +| | | | proceed with | | +| | | | activation and | | +| | | | customer will | | +| | | | get an email | | +| | | | notification | | +| | | | and SMS text | | +| | | | informing that | | +| | | | location cannot | | +| | | | be determined | | +| | | | for their Contoso | | +| | | | Cell Booster. | | +| | | | Notification | | +| | | | will instruct | | +| | | | user to connect | | +| | | | the GPS antenna | | +| | | | in an attempt | | +| | | | to try to get a | | +| | | | GPS lock or | | +| | | | customer can | | +| | | | reach out to | | +| | | | customer | | +| | | | support for | | +| | | | help. | | +| | | | Back to Top | | +| | | | Positioning & | | +| | | | Provisioning | | +| | | | Position Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro to | | +| | | | Customers | | +| | | | Position the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro as | | +| | | | an alternative | | +| | | | for customers | | +| | | | who have in- | | +| | | | home coverage | | +| | | | issues who | | +| | | | already | | +| | | | tried Wi-Fi | | +| | | | Calling - BCSS. | | +| | | | Who have | | +| | | | already checked | | +| | | | with Customer | | +| | | | Care and | | +| | | | finished troubl | | +| | | | eshooting. | | +| | | | Important: Contoso | | +| | | | Cell Booster | | +| | | | Source: | | +| | | | Content: Cell | | +| | | | Booster Pro | | +| | | | Only) | | +| | | | Customers that | | +| | | | activate a Cell | | +| | | | Booster Pro | | +| | | | will have | | +| | | | access to view | | +| | | | performance | | +| | | | reports. This | | +| | | | feature allows | | +| | | | customers to | | +| | | | see a 13-month | | +| | | | report that | | +| | | | displays | | +| | | | wireless usage | | +| | | | for that Cell | | +| | | | Booster Pro | | +| | | | Performance | | +| | | | Reports will | | +| | | | only be | | +| | | | displayed for | | +| | | | Cell Booster | | +| | | | Pro and not | | +| | | | available for | | +| | | | Cell Booster. | | +| | | | To access the | | +| | | | performance | | +| | | | reports, from | | +| | | | the Home page, | | +| | | | click Settings | | +| | | | > Performance | | +| | | | Reports. ¶ | | +| | | | Back to Top ¶ | | +| | | | Impersonation | | +| | | | Web Tool | | +| | | | (Internal) The | | +| | | | Contoso Cell | | +| | | | Booster | | +| | | | app/portal is | | +| | | | the primary | | +| | | | portal for | | +| | | | customers to | | +| | | | use to activate | | +| | | | and manage | | +| | | | their Cell | | +| | | | Booster device. | | +| | | | For troubleshoo | | +| | | | ting, agents | | +| | | | can impersonate | | +| | | | or mimic the | | +| | | | customer in the | | +| | | | app/portal and | | +| | | | have access to | | +| | | | the same view | | +| | | | and functions | | +| | | | as the | | +| | | | customer.¶ To | | +| | | | access the | | +| | | | customer | | +| | | | app/portal, the | | +| | | | agent will | | +| | | | query the | | +| | | | customer using | | +| | | | the customer's | | +| | | | existing Login | | +| | | | ID used to | | +| | | | access the Cell | | +| | | | Booster | | +| | | | app/portal. | | +| | | | Follow the | | +| | | | steps below to | | +| | | | impersonate | | +| | | | using the | | +| | | | Impersonation | | +| | | | Tool:¶ ¶ | | +| | | | Access the | | +| | | | tool: https://c | | +| | | | ellbooster.aws. | | +| | | | cloud.att.com/s | | +| | | | upportContent/i | | +| | | | ndex.html | | +| | | | Login using | | +| | | | Contoso Global | | +| | | | Login Select | | +| | | | the Customer | | +| | | | Type from the | | +| | | | drop-down: | | +| | | | Customer, | | +| | | | Business or | | +| | | | FirstNet | | +| | | | Customer Type - | | +| | | | Screenshot. | | +| | | | Input the Login | | +| | | | ID and click | | +| | | | Impersonate to | | +| | | | see all Cell | | +| | | | Boosters | | +| | | | associated with | | +| | | | the customer | | +| | | | profile Login | | +| | | | ID - | | +| | | | Screenshot.¶ | | +| | | | If the user has | | +| | | | a registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear | | +| | | | Registered User | | +| | | | - Screenshot.If | | +| | | | the user does | | +| | | | not have a | | +| | | | registered | | +| | | | device | | +| | | | associated to | | +| | | | their Login | | +| | | | ID/Profile, the | | +| | | | following | | +| | | | screen will | | +| | | | appear Non- | | +| | | | Registered User | | +| | | | - Screenshot.¶ | | +| | | | Note: The | | +| | | | customer must | | +| | | | accept the | | +| | | | Terms and | | +| | | | Conditions when | | +| | | | registering | | +| | | | their first | | +| | | | device. The | | +| | | | agent cannot | | +| | | | perform this on | | +| | | | behalf of the | | +| | | | user. The Terms | | +| | | | and Conditions | | +| | | | need to be | | +| | | | accepted before | | +| | | | an agent can | | +| | | | perform any | | +| | | | impersonation. | | +| | | | ¶ ¶ Login | | +| | | | ID:¶ ¶ Agents | | +| | | | should see the | | +| | | | Login ID | | +| | | | associated to | | +| | | | the user in | | +| | | | TSRM. The Login | | +| | | | ID will be | | +| | | | returned to | | +| | | | TSRM UI (via | | +| | | | ISSAC WF) when | | +| | | | the agent | | +| | | | queries the | | +| | | | Cell Booster | | +| | | | Portal data by | | +| | | | mobile number | | +| | | | or serial | | +| | | | number. The | | +| | | | Login ID will | | +| | | | also be | | +| | | | displayed in | | +| | | | Torch under | | +| | | | Device | | +| | | | Information | | +| | | | under the | | +| | | | Customer Login | | +| | | | ID field. TORCH | | +| | | | Login ID - | | +| | | | Screenshot The | | +| | | | agent can ask | | +| | | | the customer or | | +| | | | search via any | | +| | | | HALO tools | | +| | | | What if the | | +| | | | user's Login ID | | +| | | | has changed?¶ | | +| | | | The user or | | +| | | | Admin will have | | +| | | | to go into the | | +| | | | Cell Booster | | +| | | | Portal and add | | +| | | | another admin | | +| | | | user with the | | +| | | | new Login ID | | +| | | | and delete the | | +| | | | existing | | +| | | | user/admin¶ | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | & Device | | +| | | | Support ¶ | | +| | | | Roles¶ ¶ | | +| | | | BMC/BME General | | +| | | | Care can assist | | +| | | | customers with | | +| | | | general Contoso | | +| | | | Cell Booster | | +| | | | inquiries and | | +| | | | billing | | +| | | | support¶ ¶ | | +| | | | Transfer | | +| | | | customers | | +| | | | experiencing an | | +| | | | issue with | | +| | | | their Contoso Cell | | +| | | | Booster to BMTS | | +| | | | using the | | +| | | | Directory Tool¶ | | +| | | | BMTS provides | | +| | | | troubleshooting | | +| | | | assistance for | | +| | | | all Contoso Cell | | +| | | | Booster issues | | +| | | | using the Contoso | | +| | | | Cell Booster | | +| | | | Technical Guide | | +| | | | script (TS&R - | | +| | | | Troubleshoot & | | +| | | | Resolve Tool - | | +| | | | ETA TBD)¶ For | | +| | | | more | | +| | | | information on | | +| | | | troubleshooting | | +| | | | connectivity | | +| | | | issues, refer | | +| | | | to Contoso Cell | | +| | | | Booster: | | +| | | | Broadband | | +| | | | Internet | | +| | | | Connectivity Tr | | +| | | | oubleshooting¶ | | +| | | | ¶ Source: | | +| | | | Content: Jump | | +| | | | to: Customer | | +| | | | Support | Order | | +| | | | Installation | | +| | | | Only | BRE | | +| | | | Exchange | | | +| | | | Returns | | | +| | | | Change/Cancel | | +| | | | Installation | | +| | | | Appointment¶ ¶ | | +| | | | Use this | | +| | | | article to | | +| | | | assist | | +| | | | customers | | +| | | | calling about | | +| | | | the Contoso Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro. For a list | | +| | | | of Contoso Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | features and | | +| | | | plans, see Contoso | | +| | | | Cell Booster & | | +| | | | Cell Booster | | +| | | | Pro – BCSS.¶ ¶ | | +| | | | Along with | | +| | | | Enhanced Care, | | +| | | | the BMTS | | +| | | | representative | | +| | | | should be also | | +| | | | familiar with | | +| | | | the processes | | +| | | | listed below to | | +| | | | assist Contoso | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | customers. | | +| | | | Ordering OPUS | | +| | | | Flow: OPUS is | | +| | | | using the | | +| | | | standard | | +| | | | Accessory flow | | +| | | | to order Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro. | | +| | | | However, for | | +| | | | existing | | +| | | | customers, on | | +| | | | the customer | | +| | | | summary screen, | | +| | | | you will see | | +| | | | tiles / links | | +| | | | for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and | | +| | | | Installation | | +| | | | only; selecting | | +| | | | the option will | | +| | | | drive the | | +| | | | accessory flow. | | +| | | | With Cell | | +| | | | Booster Pro, | | +| | | | you will | | +| | | | receive a popup | | +| | | | message asking | | +| | | | if Pro Install | | +| | | | is required. | | +| | | | Cell Booster | | +| | | | Pro | | +| | | | Professional | | +| | | | Installation | | +| | | | Process – | | +| | | | Professional | | +| | | | Installation is | | +| | | | only available | | +| | | | for Cell | | +| | | | Booster Pro CRU | | +| | | | customers | | +| | | | (Business and | | +| | | | FirstNet). ¶ ¶ | | +| | | | When ordering | | +| | | | Cell Booster | | +| | | | Pro using the | | +| | | | hyperlink on | | +| | | | the OPUS | | +| | | | Customer | | +| | | | Summary screen, | | +| | | | a window will | | +| | | | popup offering | | +| | | | an optional | | +| | | | professional | | +| | | | installation. | | +| | | | Selecting yes | | +| | | | will include | | +| | | | the | | +| | | | professional | | +| | | | installation in | | +| | | | the OPUS buy | | +| | | | flow. Users | | +| | | | also have the | | +| | | | option to an | | +| | | | install only | | +| | | | order. There | | +| | | | is a onetime | | +| | | | charge for | | +| | | | Professional | | +| | | | Installation. | | +| | | | Customer | | +| | | | Support ¶ ¶ ¶ | | +| | | | If the Customer | | +| | | | Then Requests | | +| | | | general | | +| | | | information | | +| | | | about the Contoso | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | device, | | +| | | | features, and | | +| | | | plans For | | +| | | | information on | | +| | | | device, | | +| | | | features, and | | +| | | | plans, refer to | | +| | | | Contoso Cell | | +| | | | Booster & Cell | | +| | | | Booster Pro – | | +| | | | BCSS. Wants to | | +| | | | purchase an | | +| | | | Contoso Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | Customers can | | +| | | | either go | | +| | | | through their | | +| | | | Sales Rep, | | +| | | | Account | | +| | | | Manager, BCSS, | | +| | | | or self-serve | | +| | | | ordering online | | +| | | | via Premier and | | +| | | | MyATT.com. If | | +| | | | the customer | | +| | | | brings | | +| | | | additional | | +| | | | inquires and | | +| | | | need to connect | | +| | | | with their | | +| | | | account team- | | +| | | | please follow | | +| | | | the process | | +| | | | below. Refer | | +| | | | the customer to | | +| | | | their Contoso | | +| | | | account | | +| | | | manager, but do | | +| | | | not provide the | | +| | | | Contoso account | | +| | | | manager name to | | +| | | | the caller.¶ ¶ | | +| | | | If the customer | | +| | | | does not know | | +| | | | who their Contoso | | +| | | | account manager | | +| | | | is:¶ ¶ Log | | +| | | | into FaST via | | +| | | | Link | | +| | | | Center.Enter | | +| | | | the customer's | | +| | | | FAN and select | | +| | | | Search.Select | | +| | | | on the company | | +| | | | hyperlink.Selec | | +| | | | t Contoso | | +| | | | Contacts.Place | | +| | | | the customer on | | +| | | | hold and make | | +| | | | an outbound | | +| | | | call to the | | +| | | | Contoso account | | +| | | | manager using | | +| | | | the Outbound | | +| | | | Call Account | | +| | | | Access (VID) | | +| | | | Guidelines - | | +| | | | BCSS.¶ Wants | | +| | | | to move the | | +| | | | Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | from BAN to BAN | | +| | | | ¶ When adding | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro to a new | | +| | | | BAN, create the | | +| | | | new BAN prior | | +| | | | to performing | | +| | | | these steps.¶ | | +| | | | ¶ Customer | | +| | | | Instructions¶ | | +| | | | ¶ Deactivate | | +| | | | all Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro devices | | +| | | | attached to the | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | through the | | +| | | | customer Web | | +| | | | portal via att. | | +| | | | com/cellbooster | | +| | | | Power down the | | +| | | | device.After | | +| | | | the device is | | +| | | | deactivated, | | +| | | | contact the | | +| | | | Contoso account | | +| | | | manager to | | +| | | | create a new | | +| | | | Cell Booster | | +| | | | and Cell | | +| | | | Booster Pro | | +| | | | Group number | | +| | | | (psuedo CTN) on | | +| | | | the new BAN, | | +| | | | treating the | | +| | | | device as a | | +| | | | BYOD.¶ Wants | | +| | | | to move a Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro to | | +| | | | another | | +| | | | location If | | +| | | | the Cell | | +| | | | Booster and | | +| | | | Cell Booster | | +| | | | Pro is Being | | +| | | | Moved to a | | +| | | | Then Different | | +| | | | area of an | | +| | | | existing | | +| | | | address | | +| | | | location ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving to the | | +| | | | new | | +| | | | location.After | | +| | | | installing the | | +| | | | device in the | | +| | | | relocated area, | | +| | | | the customer | | +| | | | updates the | | +| | | | location (for | | +| | | | example, floor | | +| | | | number, suite | | +| | | | number) in the | | +| | | | customer Web | | +| | | | portal:¶ att.c | | +| | | | om/cellbooster | | +| | | | This ensures | | +| | | | the address is | | +| | | | accurate for | | +| | | | emergency | | +| | | | services to | | +| | | | respond to the | | +| | | | correct address | | +| | | | location.¶ ¶ | | +| | | | Different area | | +| | | | of an existing | | +| | | | address | | +| | | | location that | | +| | | | is outside of a | | +| | | | 1,000 meter | | +| | | | distance from | | +| | | | original | | +| | | | location ¶ | | +| | | | All Moves are | | +| | | | handled via the | | +| | | | Cell Booster | | +| | | | Portal using | | +| | | | address | | +| | | | location update | | +| | | | function. Cell | | +| | | | Booster Pro app | | +| | | | or Web Portal | | +| | | | is used to do | | +| | | | this. No | | +| | | | orders required | | +| | | | in OPUS. All | | +| | | | handled through | | +| | | | the cell | | +| | | | booster pro | | +| | | | mobile | | +| | | | app/portal for | | +| | | | both (inside | | +| | | | the same | | +| | | | location or to | | +| | | | a new | | +| | | | location). ¶ | | +| | | | ¶ att.com/cell | | +| | | | booster ¶ New | | +| | | | street address | | +| | | | location where | | +| | | | there is no | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | Different | | +| | | | address | | +| | | | location where | | +| | | | there is an | | +| | | | existing Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro ¶ | | +| | | | A maximum of | | +| | | | three Cell | | +| | | | Booster/Cell | | +| | | | Booster Pro | | +| | | | devices are | | +| | | | allowed as a | | +| | | | group at an | | +| | | | address | | +| | | | location.¶ ¶ | | +| | | | Ask the | | +| | | | customer to | | +| | | | power down the | | +| | | | device prior to | | +| | | | moving Source: | | ++----+----------------+----------------+------------------+--------------+ +| 73 | What time | I don't | Content: | 1 | +| | should an | know. | statement.Of | | +| | installation | | the | | +| | appointment | | cancellation | | +| | not be | | effective | | +| | scheduled | | date.ETF | | +| | for? | | waivers are | | +| | | | used in the | | +| | | | order the | | +| | | | actual | | +| | | | cancellation is | | +| | | | completed. For | | +| | | | all future | | +| | | | dated | | +| | | | cancellations, | | +| | | | any requests | | +| | | | processed prior | | +| | | | to that date | | +| | | | would impact | | +| | | | the | | +| | | | availability of | | +| | | | the waivers. On | | +| | | | all applicable | | +| | | | charges and | | +| | | | fees (such as | | +| | | | early | | +| | | | termination | | +| | | | fees, final | | +| | | | MRC, airtime). | | +| | | | ¶ Accounts | | +| | | | billed in | | +| | | | advance - The | | +| | | | MRCs and | | +| | | | airtime do not | | +| | | | prorate even if | | +| | | | the service | | +| | | | cancels before | | +| | | | the bill-cycle | | +| | | | end date. | | +| | | | Accounts billed | | +| | | | in arrears - | | +| | | | The MRCs | | +| | | | prorate if the | | +| | | | service cancels | | +| | | | before the end | | +| | | | of the bill | | +| | | | cycle.The | | +| | | | pricing on | | +| | | | other group | | +| | | | lines may be | | +| | | | subject to | | +| | | | change on end | | +| | | | of bill cycle.¶ | | +| | | | Once the | | +| | | | cancellation | | +| | | | date is set, | | +| | | | customers | | +| | | | should not make | | +| | | | additional | | +| | | | changes to | | +| | | | service (for | | +| | | | example, | | +| | | | add/delete | | +| | | | features, | | +| | | | change rate | | +| | | | plans).Complete | | +| | | | any anticipated | | +| | | | changes before | | +| | | | starting | | +| | | | cancellation | | +| | | | process.Contoso | | +| | | | Installment | | +| | | | Plans:¶ | | +| | | | Cancelling | | +| | | | service on a | | +| | | | CTN causes the | | +| | | | installment | | +| | | | plan balance to | | +| | | | accelerate and | | +| | | | is due on the | | +| | | | next | | +| | | | bill.Exception: | | +| | | | If cancellation | | +| | | | is due to death | | +| | | | (DTH), the | | +| | | | remaining | | +| | | | installment | | +| | | | balance is | | +| | | | systematically | | +| | | | waived. The | | +| | | | device does not | | +| | | | have to be | | +| | | | returned.¶ ¶ | | +| | | | ¶ ^¶ | | +| | | | Completion | | +| | | | Checklist ¶ | | +| | | | Follow the | | +| | | | correct | | +| | | | procedure | | +| | | | according to | | +| | | | customer | | +| | | | type.When | | +| | | | necessary, | | +| | | | follow the | | +| | | | steps to cancel | | +| | | | the service in | | +| | | | Telegence.Set | | +| | | | all | | +| | | | expectations | | +| | | | listed | | +| | | | above.Note the | | +| | | | account with | | +| | | | detailed | | +| | | | information, | | +| | | | including:¶ | | +| | | | Name of | | +| | | | Requester | | +| | | | Cancellation | | +| | | | Reason Kana | | +| | | | Case Number, if | | +| | | | applicable ¶ | | +| | | | ¶ Ordering | | +| | | | Team and | | +| | | | Enhanced | | +| | | | Ordering Team | | +| | | | Process ¶ | | +| | | | Ordering Team | | +| | | | and Enhanced | | +| | | | Ordering Team | | +| | | | Process¶ ¶ | | +| | | | Internal | | +| | | | customer | | +| | | | request: Cancel | | +| | | | effective | | +| | | | immediately | | +| | | | unless a | | +| | | | specific date | | +| | | | is requested. | | +| | | | External | | +| | | | customer | | +| | | | request: | | +| | | | Future-date | | +| | | | cancellation to | | +| | | | end of bill | | +| | | | cycle unless a | | +| | | | specific date | | +| | | | is requested.¶ | | +| | | | ¶ External | | +| | | | Ordering Team | | +| | | | Requests¶ ¶ | | +| | | | When a verified | | +| | | | external | | +| | | | customer | | +| | | | requests | | +| | | | cancellation, | | +| | | | notify the | | +| | | | account team so | | +| | | | they can | | +| | | | attempt to save | | +| | | | the account. | | +| | | | Refer to Sales | | +| | | | Notification | | +| | | | Process for | | +| | | | Cancellations - | | +| | | | Ordering | | +| | | | Team.External | | +| | | | Ordering Team | | +| | | | requests that | | +| | | | do not include | | +| | | | a reason for | | +| | | | cancelling | | +| | | | lines, use Per | | +| | | | Correspondence | | +| | | | cancel reason. | | +| | | | Do not reject | | +| | | | the request.¶ | | +| | | | Proceed with | | +| | | | the | | +| | | | cancellation | | +| | | | request.¶ It | | +| | | | is necessary to | | +| | | | include the | | +| | | | cancellation | | +| | | | date on bulk | | +| | | | requests | | +| | | | submitted to | | +| | | | the Ordering | | +| | | | Team. ¶ If the | | +| | | | request is for | | +| | | | immediate | | +| | | | cancellation, | | +| | | | and that | | +| | | | information is | | +| | | | not included, | | +| | | | it delays the | | +| | | | cancellation.¶ | | +| | | | ¶ ¶ ^¶ | | +| | | | Related Links | | +| | | | Available | | +| | | | Offers Hub | | +| | | | (BCSS) Device | | +| | | | Installment | | +| | | | Payoff / Pay to | | +| | | | Upgrade - OPUS | | +| | | | - Business | | +| | | | Equipment | | +| | | | Returns - BCSS | | +| | | | ToBR and CRU | | +| | | | Enrollment | | +| | | | Authorizations | | +| | | | Source: | | +| | | | Content: . | | +| | | | ​Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | Of their | | +| | | | installation | | +| | | | date and | | +| | | | timeExpect an | | +| | | | email from | | +| | | | Field Services | | +| | | | Installation | | +| | | | team providing | | +| | | | Cell Booster | | +| | | | pro | | +| | | | documentation | | +| | | | including | | +| | | | Installation | | +| | | | requirements, | | +| | | | Network | | +| | | | (Broadband | | +| | | | Internet) | | +| | | | requirements, | | +| | | | Scope of Work | | +| | | | including Roles | | +| | | | & Responsibilit | | +| | | | ies | | +| | | | Installation | | +| | | | manager | | +| | | | contacts | | +| | | | customer 48 | | +| | | | hours prior to | | +| | | | installation to | | +| | | | confirm | | +| | | | scheduled | | +| | | | appointment To | | +| | | | expect a | | +| | | | courtesy call | | +| | | | from the Contoso | | +| | | | Field Service | | +| | | | technician 24 | | +| | | | hours prior to | | +| | | | their | | +| | | | appointment¶ | | +| | | | Provide the | | +| | | | customer their | | +| | | | OPUS order | | +| | | | number. Advise | | +| | | | the customer of | | +| | | | these | | +| | | | requirements | | +| | | | for | | +| | | | installation:¶ | | +| | | | Make sure the | | +| | | | area is | | +| | | | clear.The | | +| | | | device needs to | | +| | | | be present at | | +| | | | installation | | +| | | | location.The | | +| | | | device needs to | | +| | | | be registered | | +| | | | and activated | | +| | | | by the customer | | +| | | | prior to or at | | +| | | | time of | | +| | | | installation | | +| | | | The customer | | +| | | | transport | | +| | | | requirements | | +| | | | have been met | | +| | | | (see Technical | | +| | | | Guide for | | +| | | | requirements) | | +| | | | If the device | | +| | | | is determined | | +| | | | to be defective | | +| | | | during installa | | +| | | | tion/activation | | +| | | | , the | | +| | | | technician does | | +| | | | not have | | +| | | | additional | | +| | | | devices on | | +| | | | hand:¶ The | | +| | | | customer needs | | +| | | | to process a | | +| | | | Warranty | | +| | | | Exchange to | | +| | | | receive a | | +| | | | replacement | | +| | | | device.Review | | +| | | | Accessory BRE | | +| | | | processes, if | | +| | | | the install is | | +| | | | within 30 days | | +| | | | of the | | +| | | | purchase. ¶ | | +| | | | The technician | | +| | | | is available on | | +| | | | site until the | | +| | | | device is | | +| | | | active on the | | +| | | | network.¶ Back | | +| | | | to Top¶ | | +| | | | Buyer's Remorse | | +| | | | Exchange (BRE) | | +| | | | ¶ ¶ ¶ | | +| | | | Business and | | +| | | | FirstNet | | +| | | | Customers have | | +| | | | a 30 day window | | +| | | | to return the | | +| | | | device for a | | +| | | | full refund. | | +| | | | After 30 days, | | +| | | | the Business | | +| | | | and FirstNet | | +| | | | Customers | | +| | | | cannot return | | +| | | | the device for | | +| | | | a refund. After | | +| | | | the BRExchange | | +| | | | period for | | +| | | | Business | | +| | | | FirstNet | | +| | | | customers (30 | | +| | | | days) the | | +| | | | customer may | | +| | | | request a | | +| | | | Warranty | | +| | | | Exchange as a | | +| | | | replacement if | | +| | | | defective or | | +| | | | damaged. BRE | | +| | | | (exchange) | | +| | | | process for | | +| | | | Cell Booster | | +| | | | Products: There | | +| | | | is no custom | | +| | | | BRE flow for | | +| | | | Cell Booster | | +| | | | products. Reps | | +| | | | will need to | | +| | | | process return | | +| | | | and order a new | | +| | | | device to | | +| | | | fulfill an | | +| | | | exchange as per | | +| | | | the below: ¶ | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster: Cell | | +| | | | Booster can be | | +| | | | exchanged in | | +| | | | Retail Store | | +| | | | since Contoso | | +| | | | Retail Stores | | +| | | | carry inventory | | +| | | | in the Store. | | +| | | | In OPUS Retail, | | +| | | | there is a 2 | | +| | | | step process | | +| | | | for BRE. Rep | | +| | | | has to process | | +| | | | the device | | +| | | | return first | | +| | | | and then | | +| | | | purchase new | | +| | | | device. In | | +| | | | Retail, Manager | | +| | | | can do an | | +| | | | override to | | +| | | | reset the value | | +| | | | so customer is | | +| | | | not charged for | | +| | | | new device. | | +| | | | Accessory BRE | | +| | | | flow for Cell | | +| | | | Booster, Cell | | +| | | | Booster Pro, | | +| | | | and Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | purchased | | +| | | | Online/DF | | +| | | | channels. Cell | | +| | | | Booster Pro an | | +| | | | all Cell | | +| | | | Booster | | +| | | | replacement | | +| | | | accessory | | +| | | | cannot be | | +| | | | exchanged in | | +| | | | Contoso Retail | | +| | | | Stores since | | +| | | | Stores will not | | +| | | | carry this | | +| | | | inventory (only | | +| | | | Cell Booster is | | +| | | | stocked in | | +| | | | Retail Stores). | | +| | | | To process BRE, | | +| | | | Rep will need | | +| | | | to advise | | +| | | | customer to | | +| | | | return the | | +| | | | existing device | | +| | | | /accessory via | | +| | | | online return | | +| | | | process and | | +| | | | then rep can | | +| | | | order a new dev | | +| | | | ice/accessory | | +| | | | once return has | | +| | | | been processed. | | +| | | | Customer will | | +| | | | receive refund | | +| | | | for the initial | | +| | | | device once | | +| | | | return is | | +| | | | received and | | +| | | | processed by | | +| | | | Contoso.¶ If | | +| | | | Installation | | +| | | | was Ordered | | +| | | | Then But not | | +| | | | installed on | | +| | | | the original | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Submi | | +| | | | t an Unable to | | +| | | | Complete | | +| | | | Transaction. ¶ | | +| | | | Perform the | | +| | | | BRExchange and | | +| | | | order an | | +| | | | installation | | +| | | | during the | | +| | | | flow. ¶ Follow | | +| | | | rescheduling | | +| | | | installation | | +| | | | process. ¶ And | | +| | | | install | | +| | | | completed on | | +| | | | the original | | +| | | | device, and the | | +| | | | customer | | +| | | | declines to | | +| | | | self-install | | +| | | | the new device | | +| | | | Order an | | +| | | | installation | | +| | | | for the new | | +| | | | device during | | +| | | | the BRExchange | | +| | | | flow. Heads | | +| | | | up: the | | +| | | | customer should | | +| | | | be billed for | | +| | | | this if pro- | | +| | | | install was not | | +| | | | included | | +| | | | initially. But | | +| | | | not installed, | | +| | | | and the | | +| | | | customer | | +| | | | activated the | | +| | | | device ¶ | | +| | | | Cancel the | | +| | | | existing | | +| | | | installation ap | | +| | | | pointment.Credi | | +| | | | t the customer | | +| | | | for the | | +| | | | installation | | +| | | | charge.¶ See | | +| | | | Clarify Credits | | +| | | | and Adjustments | | +| | | | Policy and | | +| | | | Submission | | +| | | | Process - | | +| | | | BCSS.¶ Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | But not | | +| | | | installed, and | | +| | | | the device was | | +| | | | not activated | | +| | | | by the customer | | +| | | | ¶ Re-schedule | | +| | | | the existing | | +| | | | installation | | +| | | | appointment to | | +| | | | coincide with | | +| | | | the delivery of | | +| | | | the new | | +| | | | device.Perform | | +| | | | the | | +| | | | BRExchange.¶ | | +| | | | Customer | | +| | | | Expectations¶ | | +| | | | ¶ Advise the | | +| | | | customer:¶ ¶ | | +| | | | They will be | | +| | | | charged for the | | +| | | | exchanged | | +| | | | device.To | | +| | | | return the | | +| | | | device in the | | +| | | | original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents using | | +| | | | the return | | +| | | | label included | | +| | | | in the original | | +| | | | shipment¶ If | | +| | | | the customer | | +| | | | cannot locate | | +| | | | the return | | +| | | | label, see | | +| | | | Equipment | | +| | | | Returns - | | +| | | | BCSS.¶ ¶ | | +| | | | Inform the | | +| | | | customer they | | +| | | | will be | | +| | | | refunded for | | +| | | | the original | | +| | | | device to the | | +| | | | original form | | +| | | | of payment | | +| | | | within 1-2 bill | | +| | | | cycles from the | | +| | | | date the device | | +| | | | is received at | | +| | | | the warehouse. | | +| | | | Back to Top¶ | | +| | | | Returns ¶ ¶ ¶ | | +| | | | If a customer | | +| | | | is not | | +| | | | satisfied with | | +| | | | the Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro, | | +| | | | they may return | | +| | | | the device.¶ ¶ | | +| | | | Advise the | | +| | | | customer to | | +| | | | deactivate | | +| | | | their Cell | | +| | | | Booster or Cell | | +| | | | Booster Pro | | +| | | | device in the | | +| | | | customer Web | | +| | | | portal | | +| | | | accessible:¶ ¶ | | +| | | | att.com/cellboo | | +| | | | ster To return | | +| | | | the device in | | +| | | | the original | | +| | | | packaging with | | +| | | | all original | | +| | | | contents | | +| | | | Source: | | +| | | | Content: . | | +| | | | Logging tickets | | +| | | | on Friday, | | +| | | | Saturday, or | | +| | | | Sunday: | | +| | | | Friday/Saturday | | +| | | | - It may take | | +| | | | up to an | | +| | | | additional 48 | | +| | | | hours. Sunday | | +| | | | - It may take | | +| | | | up to an | | +| | | | additional 24 | | +| | | | hours. | | +| | | | Let the | | +| | | | customer know | | +| | | | they will | | +| | | | receive two | | +| | | | separate emails | | +| | | | containing the | | +| | | | username and | | +| | | | password. | | +| | | | Follow the | | +| | | | instruction in | | +| | | | the emails: | | +| | | | Locate an email | | +| | | | with a subject | | +| | | | line of Please | | +| | | | Reset Your | | +| | | | Password: | | +| | | | Advise | | +| | | | customers they | | +| | | | may need to | | +| | | | check their | | +| | | | spam or junk | | +| | | | mail folders if | | +| | | | they do not | | +| | | | receive the | | +| | | | email in their | | +| | | | inbox in a | | +| | | | timely manner. | | +| | | | Follow the | | +| | | | instructions | | +| | | | provided in the | | +| | | | email. Note | | +| | | | the customer's | | +| | | | account with | | +| | | | all action | | +| | | | taken. Include | | +| | | | the BRC ticket | | +| | | | number and | | +| | | | estimated SLA | | +| | | | provided to the | | +| | | | customer. | | +| | | | Source: | | +| | | | Content: , and | | +| | | | advise the | | +| | | | systems are | | +| | | | unavailable at | | +| | | | this time.¶ | | +| | | | Offer to set an | | +| | | | appointment for | | +| | | | them to return | | +| | | | later or take a | | +| | | | CBR for when | | +| | | | the systems | | +| | | | restore. When | | +| | | | the prepaid | | +| | | | system | | +| | | | restores, call | | +| | | | them back (if | | +| | | | they left a | | +| | | | CBR) as soon as | | +| | | | possible. | | +| | | | Contact¶ ¶ | | +| | | | The designated | | +| | | | site lead | | +| | | | reports the | | +| | | | outage | | +| | | | specifics to | | +| | | | the proper MS | | +| | | | Teams BCSS | | +| | | | Support Group. | | +| | | | Outage | | +| | | | Management | | +| | | | provides | | +| | | | further | | +| | | | instructions | | +| | | | based on the | | +| | | | details | | +| | | | provided.¶ | | +| | | | Rio¶ Please | | +| | | | review Online | | +| | | | Downtime | | +| | | | Information | | +| | | | (ODI) Form.¶ ¶ | | +| | | | Outage/Reportin | | +| | | | g Procedures¶ | | +| | | | ¶ Follow your | | +| | | | site's local | | +| | | | procedures to | | +| | | | report Rio | | +| | | | system outages. | | +| | | | When | | +| | | | appropriate, | | +| | | | you may also:¶ | | +| | | | ¶ Open a | | +| | | | trouble ticket | | +| | | | or chat with | | +| | | | the ITO Service | | +| | | | Desk. For | | +| | | | faster | | +| | | | escalation, | | +| | | | call them at | | +| | | | 877.448.6767.¶ | | +| | | | Sprinklr | | +| | | | (Social Media | | +| | | | Teams Only)¶ | | +| | | | For the latest | | +| | | | Sprinklr | | +| | | | specific | | +| | | | updates, review | | +| | | | Social Media: | | +| | | | Report Sprinklr | | +| | | | System Issues | | +| | | | iTrack/Business | | +| | | | Social Media: | | +| | | | Report System | | +| | | | Issues iTrack.¶ | | +| | | | ¶ Click the | | +| | | | Report An Issue | | +| | | | tab on Social | | +| | | | Media: Report | | +| | | | Sprinklr System | | +| | | | Issues | | +| | | | iTrack/Business | | +| | | | Social Media: | | +| | | | Report System | | +| | | | Issues iTrack | | +| | | | for steps to | | +| | | | open a ticket | | +| | | | for any of the | | +| | | | following | | +| | | | issues.¶ ¶ | | +| | | | Production | | +| | | | Defect¶ ¶ Red | | +| | | | error | | +| | | | notifications | | +| | | | in Sprinklr. | | +| | | | Latency in | | +| | | | loading or | | +| | | | cases not | | +| | | | loading at all. | | +| | | | Reporting | | +| | | | metrics not | | +| | | | calculating | | +| | | | correctly. | | +| | | | Something | | +| | | | suddenly stops | | +| | | | working (can't | | +| | | | apply macros, | | +| | | | enter comments, | | +| | | | and so on.). | | +| | | | System Outage¶ | | +| | | | ¶ Can't reply | | +| | | | to any | | +| | | | customers. | | +| | | | Application is | | +| | | | spinning or | | +| | | | unresponsive | | +| | | | for multiple | | +| | | | users. Error | | +| | | | message on all | | +| | | | cases rather | | +| | | | than an error | | +| | | | on one | | +| | | | individual | | +| | | | case. | | +| | | | Enhancement | | +| | | | Request¶ ¶ | | +| | | | Submit | | +| | | | enhancement | | +| | | | requests to | | +| | | | your manager | | +| | | | for review.¶ | | +| | | | SRS/PAR To | | +| | | | report an | | +| | | | outage, create | | +| | | | a trouble | | +| | | | ticket via | | +| | | | Universal Self | | +| | | | Help (USH):¶ | | +| | | | Select SRS-PAR | | +| | | | (Personal | | +| | | | Accountability | | +| | | | Reporting | | +| | | | System) as the | | +| | | | application.Com | | +| | | | plete the | | +| | | | detail fields.¶ | | +| | | | Store Locator | | +| | | | Technical | | +| | | | Issues¶ No | | +| | | | results | | +| | | | returned or a | | +| | | | page | | +| | | | error.Email DL- | | +| | | | GIS Content | | +| | | | Request | | +| | | | (desktop | | +| | | | only).¶ ¶ | | +| | | | Content errors | | +| | | | in the Store | | +| | | | Locator¶ ¶ | | +| | | | Submit the | | +| | | | following | | +| | | | information to | | +| | | | your manager:¶ | | +| | | | ¶ Store | | +| | | | NameStore ID | | +| | | | NumberAgent | | +| | | | CodeAddressZIP | | +| | | | codeMarket¶ | | +| | | | Managers submit | | +| | | | the correction | | +| | | | to the Local | | +| | | | Market | | +| | | | Administrator.¶ | | +| | | | TORCH¶ To | | +| | | | report an | | +| | | | outage, | | +| | | | either:¶ ¶ | | +| | | | Contact your | | +| | | | manager, floor | | +| | | | support, or | | +| | | | WFM, who | | +| | | | contact the ITO | | +| | | | Service Desk.Re | | +| | | | presentatives | | +| | | | create a | | +| | | | trouble ticket | | +| | | | or chat with | | +| | | | ITO Service | | +| | | | Desk. For | | +| | | | faster | | +| | | | escalation, | | +| | | | call them at | | +| | | | 877.448.6767.¶ | | +| | | | Telegence | | +| | | | Determine if | | +| | | | the error is an | | +| | | | isolated | | +| | | | incident: | | +| | | | Verify with | | +| | | | management | | +| | | | and/or | | +| | | | neighboring | | +| | | | peers to see if | | +| | | | they are | | +| | | | experiencing | | +| | | | the same issue. | | +| | | | Attempts to | | +| | | | process the | | +| | | | transaction for | | +| | | | another | | +| | | | customer | | +| | | | returns the | | +| | | | same error. | | +| | | | Determine if | | +| | | | the issue | | +| | | | appears to be | | +| | | | an isolated | | +| | | | incident only | | +| | | | impacting 1 | | +| | | | account/user:¶ | | +| | | | ¶ If yes: | | +| | | | review the | | +| | | | BILog and | | +| | | | Urgent Messages | | +| | | | to determine if | | +| | | | the error | | +| | | | affecting your | | +| | | | transaction is | | +| | | | a known issue.¶ | | +| | | | ¶ If no: If | | +| | | | the issue | | +| | | | impacts | | +| | | | multiple | | +| | | | accounts/users, | | +| | | | verify it was | | +| | | | reported by | | +| | | | reviewing | | +| | | | Urgent Messages | | +| | | | or call center | | +| | | | leadership comm | | +| | | | unications.¶ ¶ | | +| | | | To determine if | | +| | | | the error | | +| | | | affecting your | | +| | | | transaction is | | +| | | | a known issue, | | +| | | | review the | | +| | | | BILog. If not, | | +| | | | contact your | | +| | | | manager, | | +| | | | supervisor, | | +| | | | leader intern, | | +| | | | or designated | | +| | | | regional | | +| | | | contact (for | | +| | | | example, WFO, | | +| | | | RDs), who | | +| | | | report the | | +| | | | issue to the | | +| | | | ITO Service | | +| | | | Desk:¶ | | +| | | | Representative | | +| | | | help desk | | +| | | | chat.Manager | | +| | | | help desk | | +| | | | chat.If chat | | +| | | | option is | | +| | | | unavailable, | | +| | | | contact | | +| | | | 877.448.6767.¶ | | +| | | | If either of | | +| | | | these options | | +| | | | provide | | +| | | | resolution for | | +| | | | your issue, | | +| | | | follow:¶ ¶ | | +| | | | BILog Urgent | | +| | | | Message Call | | +| | | | center | | +| | | | leadership | | +| | | | communication | | +| | | | If not, which | | +| | | | issue are you | | +| | | | experiencing or | | +| | | | transaction are | | +| | | | you attempting | | +| | | | in Telegence?¶ | | +| | | | ¶ Performance | | +| | | | Issue, Extreme | | +| | | | Latency, or No | | +| | | | Response¶ ¶ | | +| | | | Contact your | | +| | | | manager, | | +| | | | supervisor, | | +| | | | leader intern, | | +| | | | or designated | | +| | | | regional | | +| | | | contact (for | | +| | | | example, WFO, | | +| | | | RDs), who | | +| | | | report the | | +| | | | issue to the | | +| | | | ITO Service | | +| | | | Desk:¶ ¶ | | +| | | | Representative | | +| | | | help desk | | +| | | | chat.Manager | | +| | | | help desk | | +| | | | chat.If chat | | +| | | | option is | | +| | | | unavailable, | | +| | | | contact | | +| | | | 877.448.6767.¶ | | +| | | | Unable to | | +| | | | Complete a | | +| | | | Transaction - | | +| | | | Billing System | | +| | | | Problem or Bill | | +| | | | Rating issues¶ | | +| | | | Submit the | | +| | | | appropriate | | +| | | | Bill Source: | | +| | | | Content: with | | +| | | | a FAN bypass | | +| | | | T&C acceptance | | +| | | | and use the IVR | | +| | | | or Web to | | +| | | | activate their | | +| | | | device. Contoso | | +| | | | Installment | | +| | | | Plan - Terms | | +| | | | and Conditions, | | +| | | | if applicable:  | | +| | | | Customers must | | +| | | | accept T&Cs and | | +| | | | the Retail | | +| | | | Installment | | +| | | | Agreement (RIA) | | +| | | | for the Contoso | | +| | | | Installment | | +| | | | plan contract | | +| | | | before the Contoso | | +| | | | Installment | | +| | | | equipment | | +| | | | ships. After 3 | | +| | | | reminder emails | | +| | | | where a | | +| | | | customer has | | +| | | | not accepted | | +| | | | the RIA and | | +| | | | T&Cs, the order | | +| | | | is cancelled. | | +| | | | Installment | | +| | | | Plan | | +| | | | Requirements | | +| | | | Contract | | +| | | | Requirement (as | | +| | | | applicable): | | +| | | | Service | | +| | | | agreement term | | +| | | | (0-, 1-, or | | +| | | | 2-year). For | | +| | | | CRU FAN | | +| | | | customers who | | +| | | | do not require | | +| | | | a contract per | | +| | | | their agreement | | +| | | | type: When | | +| | | | reviewing the | | +| | | | contract, let | | +| | | | them know that | | +| | | | they receive a | | +| | | | 0-year contract | | +| | | | even if the | | +| | | | 0-year contract | | +| | | | option was not | | +| | | | available. | | +| | | | Cancellation | | +| | | | ETF (as | | +| | | | applicable) | | +| | | | Suggested | | +| | | | Verbiage: | | +| | | | CRU: You may | | +| | | | cancel service | | +| | | | within 30 days | | +| | | | from the | | +| | | | activation | | +| | | | date; however, | | +| | | | you are | | +| | | | responsible for | | +| | | | all applicable | | +| | | | fees, charges, | | +| | | | taxes, or | | +| | | | surcharges | | +| | | | through the | | +| | | | termination | | +| | | | date. | | +| | | | Signature and | | +| | | | non-FAN CRU | | +| | | | (B2B): You may | | +| | | | cancel service | | +| | | | within 14 days | | +| | | | from the | | +| | | | activation | | +| | | | date; however, | | +| | | | you are | | +| | | | responsible for | | +| | | | all applicable | | +| | | | fees, charges, | | +| | | | taxes, or | | +| | | | surcharges | | +| | | | through the | | +| | | | termination | | +| | | | date. | | +| | | | Device | | +| | | | Protection (if | | +| | | | applicable): | | +| | | | Offer to | | +| | | | provision | | +| | | | Device | | +| | | | Protection if | | +| | | | the device is | | +| | | | eligible. | | +| | | | See Contoso | | +| | | | Protect | | +| | | | Advantage - | | +| | | | BCSS . If the | | +| | | | customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product. | | +| | | | Suggested | | +| | | | Verbiage: While | | +| | | | I process your | | +| | | | device order, I | | +| | | | want to ensure | | +| | | | that we are | | +| | | | providing the | | +| | | | most value for | | +| | | | all your Contoso | | +| | | | services | | +| | | | today. [Read | | +| | | | the CPNI DOC | | +| | | | and update CPNI | | +| | | | Preference]. | | +| | | | Refer | | +| | | | to Customer | | +| | | | Proprietary | | +| | | | Network | | +| | | | Information | | +| | | | (CPNI) - BCSS | | +| | | | Shipping | | +| | | | Charges and | | +| | | | Estimated Time | | +| | | | of Arrival | | +| | | | (ETA) (as | | +| | | | applicable): | | +| | | | Determine if | | +| | | | the customer is | | +| | | | charged a | | +| | | | shipping fee | | +| | | | and advise acco | | +| | | | rdingly.Dependi | | +| | | | ng on when it | | +| | | | ships (orders | | +| | | | take 1-3 days | | +| | | | to process): | | +| | | | Standard/second | | +| | | | day ($9.95) | | +| | | | U.S. delivery: | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days. | | +| | | | Priority/overni | | +| | | | ght ($14.95) | | +| | | | U.S. delivery: | | +| | | | Typically | | +| | | | delivered | | +| | | | within 2-4 | | +| | | | business days. | | +| | | | For additional | | +| | | | details, | | +| | | | see Shipping | | +| | | | Rules and | | +| | | | Guidelines. | | +| | | | Recap Order | | +| | | | Details: | | +| | | | Recap and | | +| | | | confirm the ord | | +| | | | er/transaction | | +| | | | details with | | +| | | | the customer. | | +| | | | Locate the | | +| | | | expectations | | +| | | | for all of the | | +| | | | transactions | | +| | | | completed and | | +| | | | verbally | | +| | | | communicate | | +| | | | them to the | | +| | | | customer. | | +| | | | Advise that for | | +| | | | the device to | | +| | | | ship, the | | +| | | | customer must | | +| | | | accept the | | +| | | | T&C's email | | +| | | | they receive | | +| | | | immediately | | +| | | | following this | | +| | | | call. | | +| | | | Voicemail Setup | | +| | | | Instructions | | +| | | | iPhone: | | +| | | | Provide the | | +| | | | customer with | | +| | | | iPhone | | +| | | | voicemail setup | | +| | | | instructions to | | +| | | | use after | | +| | | | tethering via | | +| | | | iTunes. Tap | | +| | | | the voicemail i | | +| | | | con. iPhone | | +| | | | then prompts | | +| | | | the customer to | | +| | | | create a | | +| | | | password and | | +| | | | record a | | +| | | | greeting. | | +| | | | Ensure the | | +| | | | customer does | | +| | | | not have any | | +| | | | additional | | +| | | | voicemail | | +| | | | questions. | | +| | | | Non-iPhone: | | +| | | | Inform the | | +| | | | customer to | | +| | | | press and hold | | +| | | | down the 1 key | | +| | | | on their | | +| | | | wireless | | +| | | | device, then | | +| | | | follow the | | +| | | | prompts to | | +| | | | complete | | +| | | | voicemail | | +| | | | setup. Ensure | | +| | | | the customer | | +| | | | does not have | | +| | | | any additional | | +| | | | voicemail | | +| | | | questions. | | +| | | | See Voicemail | | +| | | | (Wireless) Hub | | +| | | | Equipment | | +| | | | Return/Exchange | | +| | | | Return/exchange | | +| | | | the equipment 3 | | +| | | | days after the | | +| | | | ship date: | | +| | | | CRU: 30 days | | +| | | | for phones/14 | | +| | | | days for | | +| | | | Tablets | | +| | | | Signature and | | +| | | | non-FAN CRU | | +| | | | (B2B): 14 days | | +| | | | Equipment | | +| | | | returns require | | +| | | | a restocking | | +| | | | fee. See www.at | | +| | | | t.com/shop/wire | | +| | | | less/returnpoli | | +| | | | cy.html . | | +| | | | See Equipment | | +| | | | Returns - BCSS | | +| | | | . Additional | | +| | | | expectation if | | +| | | | activating with | | +| | | | non-approved | | +| | | | equipment:COAM | | +| | | | device did not | | +| | | | pass verificati | | +| | | | on (if applicab | | +| | | | le):Customers | | +| | | | activating non- | | +| | | | approved | | +| | | | equipment may | | +| | | | encounter | | +| | | | compatibility | | +| | | | issues such as | | +| | | | limited | | +| | | | functionality | | +| | | | or even the | | +| | | | ability to | | +| | | | operate on our | | +| | | | network. | | +| | | | Notate BANCalle | | +| | | | r/Requester | | +| | | | Name / Customer | | +| | | | Request | | +| | | | (Reason, | | +| | | | Recommendation, | | +| | | | Result) / Order | | +| | | | numbers / | | +| | | | Mobile number / | | +| | | | FAN / Equipment | | +| | | | type / | | +| | | | Equipment Price | | +| | | | / Rate Plan / | | +| | | | Additional | | +| | | | Features / | | +| | | | Contract Terms | | +| | | | / Fee waivers | | +| | | | (activation, | | +| | | | upgrade fees) / | | +| | | | Additional | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 74 | Do I have to | I don't | Content: Then | 1 | +| | wait for the | know. Can | No Continue to | | +| | Offer | you provide | Step 14. | | +| | Element to | more context | Yes Ensure | | +| | appear in | or | the customer is | | +| | FaST before | information | aware of | | +| | activating | about the | special offers. | | +| | new line | situation? | Ensure that the | | +| | | | customer is | | +| | | | familiar with | | +| | | | the special | | +| | | | requirements | | +| | | | built into | | +| | | | their | | +| | | | discounting | | +| | | | offer | | +| | | | WBAWhat is the | | +| | | | MRC for the | | +| | | | customer's rate | | +| | | | plan or data | | +| | | | feature that is | | +| | | | not receiving | | +| | | | the discount? | | +| | | | $40 + Continue | | +| | | | to Step 13. | | +| | | | $0-$39.99 | | +| | | | Advise the | | +| | | | customer that | | +| | | | rate plans and | | +| | | | date features | | +| | | | that are less | | +| | | | than $40 are | | +| | | | not eligible to | | +| | | | receive the WBA | | +| | | | discount. | | +| | | | Review the | | +| | | | Offer Elements | | +| | | | and assist the | | +| | | | customer in | | +| | | | understanding | | +| | | | the conditions | | +| | | | that must be | | +| | | | met to qualify | | +| | | | for future | | +| | | | credits. | | +| | | | Assist the | | +| | | | customer with | | +| | | | any rate | | +| | | | plan/feature | | +| | | | changes needed | | +| | | | to qualify for | | +| | | | the National | | +| | | | Account | | +| | | | Discount. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | OtherContinue | | +| | | | to Step 14. | | +| | | | 12 Did the | | +| | | | customer meet | | +| | | | the minimum | | +| | | | line | | +| | | | requirement? | | +| | | | AMB/CBE/ISBS | | +| | | | agreement types | | +| | | | receive their | | +| | | | National | | +| | | | Account | | +| | | | Discount for a | | +| | | | 60-day grace | | +| | | | period | | +| | | | regardless of | | +| | | | the number of | | +| | | | lines attached | | +| | | | to the | | +| | | | agreement. | | +| | | | After the grace | | +| | | | period, AMB, | | +| | | | CBE and ISBS | | +| | | | agreement types | | +| | | | require a | | +| | | | minimum line | | +| | | | commitment | | +| | | | before being | | +| | | | eligible for | | +| | | | discounts. If | | +| | | | this | | +| | | | requirement is | | +| | | | not met, the | | +| | | | discount is | | +| | | | automatically | | +| | | | revoked: | | +| | | | All FANs under | | +| | | | the agreement | | +| | | | contribute to | | +| | | | this minimum | | +| | | | line | | +| | | | requirement. | | +| | | | The line count | | +| | | | is taken from | | +| | | | the number of | | +| | | | lines that were | | +| | | | billed during | | +| | | | the previous | | +| | | | month. Lines | | +| | | | that are | | +| | | | suspended or | | +| | | | cancelled do | | +| | | | not count | | +| | | | towards the | | +| | | | minimum line | | +| | | | commitment. | | +| | | | AMB/CBE/ISBS | | +| | | | accounts must | | +| | | | have at least 5 | | +| | | | lines, with one | | +| | | | of those as a | | +| | | | CRU line. | | +| | | | Any change in | | +| | | | the discount | | +| | | | provided may be | | +| | | | delayed by up | | +| | | | to 2 billing | | +| | | | cycles: | | +| | | | Removing the | | +| | | | discount may be | | +| | | | delayed 2 bill | | +| | | | cycles after | | +| | | | the first bill | | +| | | | that does not | | +| | | | meet the | | +| | | | requirements. | | +| | | | Re-adding the | | +| | | | discount may be | | +| | | | delayed 2 bill | | +| | | | cycles after | | +| | | | the first bill | | +| | | | that does meet | | +| | | | the | | +| | | | requirements. | | +| | | | If Then | | +| | | | Yes Continue | | +| | | | to Step 14. | | +| | | | No Advise the | | +| | | | customer: | | +| | | | Without the | | +| | | | appropriate | | +| | | | number of | | +| | | | lines, the FAN | | +| | | | does not | | +| | | | qualify for | | +| | | | discounts. If | | +| | | | additional | | +| | | | lines are added | | +| | | | to fulfill the | | +| | | | commitment, the | | +| | | | discount is re- | | +| | | | enabled. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | 13 Did the | | +| | | | customer meet | | +| | | | the minimum | | +| | | | line | | +| | | | requirement? | | +| | | | WBA agreement | | +| | | | types require a | | +| | | | minimum line | | +| | | | commitment | | +| | | | before being | | +| | | | eligible for | | +| | | | discounts. If | | +| | | | this | | +| | | | requirement is | | +| | | | not met, the | | +| | | | discount is | | +| | | | automatically | | +| | | | revoked. All | | +| | | | FANs under the | | +| | | | agreement | | +| | | | contribute to | | +| | | | this minimum | | +| | | | line | | +| | | | requirement. | | +| | | | The line count | | +| | | | is taken from | | +| | | | the number of | | +| | | | lines that were | | +| | | | billed during | | +| | | | the previous | | +| | | | month. The | | +| | | | change in the | | +| | | | discount | | +| | | | provided may be | | +| | | | delayed by up | | +| | | | to 2 billing | | +| | | | cycles after | | +| | | | the first bill | | +| | | | that met/did | | +| | | | not meet the | | +| | | | requirements. | | +| | | | Lines that are | | +| | | | suspended or | | +| | | | cancelled do | | +| | | | not count | | +| | | | towards the | | +| | | | minimum line | | +| | | | commitment. | | +| | | | WBA agreements | | +| | | | have 3 tiers: | | +| | | | Tier 1: 3-4 | | +| | | | CRUs (or at | | +| | | | least 1 Contoso | | +| | | | Signature | | +| | | | Program with a | | +| | | | minimum of 3 | | +| | | | lines); no | | +| | | | monthly | | +| | | | discount and no | | +| | | | promo Tier 2: | | +| | | | 5-14 users | | +| | | | (with at least | | +| | | | 5 CRUs); Promo: | | +| | | | WBA 5% Tier 3: | | +| | | | 15+ users (with | | +| | | | at least 5 | | +| | | | CRUs); Promo: | | +| | | | WBA 7% | | +| | | | If Then | | +| | | | Yes - Non-Famil | | +| | | | yTalk/Group | | +| | | | plan Continue | | +| | | | to the next | | +| | | | step. Yes | | +| | | | - FamilyTalk/Gr | | +| | | | oup plan | | +| | | | Advise the | | +| | | | customer that | | +| | | | FamilyTalk and | | +| | | | other group | | +| | | | level plans are | | +| | | | not eligible to | | +| | | | receive the WBA | | +| | | | National | | +| | | | Account | | +| | | | Discount. | | +| | | | Review the | | +| | | | Offer Elements | | +| | | | and assist the | | +| | | | customer in | | +| | | | understanding | | +| | | | the conditions | | +| | | | that must be | | +| | | | met to qualify | | +| | | | for future | | +| | | | credits. | | +| | | | Assist the | | +| | | | customer with | | +| | | | any rate | | +| | | | plan/feature | | +| | | | changes needed | | +| | | | to qualify for | | +| | | | the National | | +| | | | Account | | +| | | | Discount. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid charges | | +| | | | No Advise the | | +| | | | customer: | | +| | | | Without the | | +| | | | appropriate | | +| | | | number of | | +| | | | lines, the FAN | | +| | | | does not | | +| | | | qualify for | | +| | | | discounts. If | | +| | | | additional | | +| | | | lines are added | | +| | | | to fulfill the | | +| | | | commitment, the | | +| | | | discount is re- | | +| | | | enabled. Do | | +| | | | not offer | | +| | | | adjustments for | | +| | | | valid Source: | | +| | | | Content: F) - | | +| | | | Fiber Only | | +| | | | Select the | | +| | | | Speed Type | | +| | | | button of | | +| | | | Asymmetric or | | +| | | | Symmetric. This | | +| | | | determines | | +| | | | which speeds | | +| | | | display. | | +| | | | Select the | | +| | | | Speed the | | +| | | | customer wants | | +| | | | to order. | | +| | | | Asymmetric | | +| | | | offers higher | | +| | | | downstream | | +| | | | speeds and | | +| | | | lower upstream | | +| | | | speeds. | | +| | | | Symmetric | | +| | | | offers the same | | +| | | | downstream and | | +| | | | upstream | | +| | | | speeds. If | | +| | | | ordering Static | | +| | | | IP, select | | +| | | | Static from the | | +| | | | IP Type drop- | | +| | | | down. Select | | +| | | | Quantity for | | +| | | | the IP Quantity | | +| | | | drop-down. If | | +| | | | Static is not | | +| | | | ordered, | | +| | | | Dynamic is the | | +| | | | default. | | +| | | | Click Next. | | +| | | | Contoso Internet | | +| | | | (IP-DSL) | | +| | | | All speeds | | +| | | | available at | | +| | | | the location | | +| | | | will display. | | +| | | | Select Speed | | +| | | | that the | | +| | | | customer wants | | +| | | | to order. If | | +| | | | ordering Static | | +| | | | IP, select | | +| | | | Static from the | | +| | | | IP Type drop- | | +| | | | down. Select | | +| | | | Quantity for | | +| | | | the IP Quantity | | +| | | | drop-down. If | | +| | | | Static is not | | +| | | | ordered, | | +| | | | Dynamic is the | | +| | | | default. | | +| | | | Click Next. | | +| | | | Negotiate | | +| | | | Product | | +| | | | Configuration | | +| | | | Screen - Add | | +| | | | Promotions | | +| | | | Click Check | | +| | | | Configuration > | | +| | | | Get Offers > | | +| | | | More | | +| | | | Promotions. | | +| | | | Click Add | | +| | | | Promotion to | | +| | | | the right of | | +| | | | Contoso Internet. | | +| | | | Select General | | +| | | | Market from the | | +| | | | Sales Offer | | +| | | | Mode drop-down | | +| | | | in the Basic | | +| | | | Promotions | | +| | | | section. | | +| | | | Select the | | +| | | | appropriate | | +| | | | promotion. | | +| | | | The system | | +| | | | determines | | +| | | | eligibility for | | +| | | | the Highly | | +| | | | Competitive | | +| | | | Market (HCM) | | +| | | | pricing. If | | +| | | | the customer is | | +| | | | in a HCM, | | +| | | | select the | | +| | | | appropriate HCM | | +| | | | promotion. If | | +| | | | the customer is | | +| | | | not in a HCM, | | +| | | | select the | | +| | | | appropriate | | +| | | | promotion. | | +| | | | If available, | | +| | | | select General | | +| | | | Market from the | | +| | | | Sales Offer | | +| | | | Mode drop-down | | +| | | | in the | | +| | | | Additional | | +| | | | Promotions | | +| | | | section. | | +| | | | Select the | | +| | | | appropriate | | +| | | | promotion and | | +| | | | click Save. | | +| | | | Click Close. | | +| | | | Verify that the | | +| | | | monthly fee | | +| | | | reflects the | | +| | | | appropriate | | +| | | | dollar amount. | | +| | | | Click | | +| | | | Next.Heads up: | | +| | | | When the system | | +| | | | determines an | | +| | | | equipment | | +| | | | change is | | +| | | | required, | | +| | | | complete the | | +| | | | following | | +| | | | steps: | | +| | | | Expand the | | +| | | | Installation | | +| | | | section. Click | | +| | | | Get Equipment. | | +| | | | Select the | | +| | | | Network Access | | +| | | | Device tab. | | +| | | | Place a | | +| | | | checkmark on | | +| | | | the equipment | | +| | | | being replaced | | +| | | | and select the | | +| | | | reason. Click | | +| | | | Replace. | | +| | | | Select the | | +| | | | General tab. | | +| | | | Click Confirm | | +| | | | Changes > | | +| | | | Finish > Update | | +| | | | Prices. | | +| | | | Click Next. | | +| | | | Negotiate | | +| | | | Reason Codes | | +| | | | Screen If | | +| | | | U-verse | | +| | | | TV/Phone is | | +| | | | available: | | +| | | | Select Customer | | +| | | | Does Not | | +| | | | Qualify-Service | | +| | | | Availability | | +| | | | from the Reason | | +| | | | Value drop-down | | +| | | | for U-Verse TV. | | +| | | | Select Not | | +| | | | Interested from | | +| | | | the Reason | | +| | | | Value for | | +| | | | U-verse Phone. | | +| | | | Click Next. | | +| | | | If U-verse TV/ | | +| | | | Phone is not | | +| | | | available, | | +| | | | Click Next. If | | +| | | | the Negotiating | | +| | | | Conflicting | | +| | | | Services screen | | +| | | | appears, review | | +| | | | the red | | +| | | | messages that | | +| | | | appear at the | | +| | | | top of the | | +| | | | screen. If | | +| | | | no conflicts | | +| | | | exist, click | | +| | | | Next. If a | | +| | | | conflict | | +| | | | exists, contact | | +| | | | a SPOC. 10 | | +| | | | Negotiate Due | | +| | | | Date screen  | | +| | | | Speed Change | | +| | | | with NAD Swap | | +| | | | Heads up: A | | +| | | | technician must | | +| | | | be scheduled to | | +| | | | complete an | | +| | | | equipment | | +| | | | exchange. | | +| | | | Select the | | +| | | | calendar icon | | +| | | | located next to | | +| | | | the Contoso Due | | +| | | | Date field. | | +| | | | Select the | | +| | | | requested | | +| | | | appointment | | +| | | | date.  Dates | | +| | | | with a red line | | +| | | | through are not | | +| | | | available. If | | +| | | | the customer | | +| | | | needs an | | +| | | | expedited Due | | +| | | | Date, contact a | | +| | | | SPOC. | | +| | | | Select the time | | +| | | | window. On the | | +| | | | ATT Contact | | +| | | | tab:  Enter | | +| | | | the | | +| | | | Installation | | +| | | | Business Name. | | +| | | | For Contoso | | +| | | | Business Fiber | | +| | | | (ABF) orders, | | +| | | | enter your | | +| | | | ATTUID, Contact | | +| | | | Number, and | | +| | | | Name. In the | | +| | | | Comments to | | +| | | | Technician box, | | +| | | | enter details | | +| | | | necessary for | | +| | | | completing the | | +| | | | installation | | +| | | | (security | | +| | | | codes, network | | +| | | | interface | | +| | | | location). If | | +| | | | needed, update | | +| | | | the Order | | +| | | | Contact First | | +| | | | Name, Order | | +| | | | Contact Last | | +| | | | Name, and Phone | | +| | | | Number if there | | +| | | | is a specific | | +| | | | person who will | | +| | | | be on the | | +| | | | premises for | | +| | | | the | | +| | | | installation. | | +| | | | Click Next. | | +| | | | Speed Change | | +| | | | without NAD | | +| | | | Swap | | +| | | | Select the | | +| | | | calendar icon | | +| | | | located next to | | +| | | | the Contoso Due | | +| | | | Date field. | | +| | | | Select the | | +| | | | requested start | | +| | | | date. Dates | | +| | | | with a red line | | +| | | | through are not | | +| | | | available. | | +| | | | For Contoso | | +| | | | Business Fiber | | +| | | | (ABF) orders, | | +| | | | enter your | | +| | | | ATTUID, Contact | | +| | | | Number, and | | +| | | | Name on the ATT | | +| | | | Contact tab. | | +| | | | Click Next. 11 | | +| | | | Submit Order | | +| | | | Action screen. | | +| | | | On the General | | +| | | | Information | | +| | | | tab, click View | | +| | | | Disclosure. | | +| | | | Click Click | | +| | | | Here to View | | +| | | | Disclosure. | | +| | | | Cover the | | +| | | | following | | +| | | | sections: | | +| | | | Disclosures | | +| | | | Bills Due Date | | +| | | | Installation | | +| | | | (NAD Source: | | +| | | | Content: in | | +| | | | stock. If you | | +| | | | refer to a | | +| | | | retail store, | | +| | | | provide the | | +| | | | hours of | | +| | | | operation and | | +| | | | check FaST to | | +| | | | make sure the | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail.Complete | | +| | | | the order. | | +| | | | There is no way | | +| | | | to provide an | | +| | | | estimated date | | +| | | | on when the | | +| | | | device will be | | +| | | | back in stock.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | email address | | +| | | | at the checkout | | +| | | | screen, so the | | +| | | | customer | | +| | | | receives order | | +| | | | details | | +| | | | (including | | +| | | | quantity) and | | +| | | | shipping/back- | | +| | | | order | | +| | | | status.Provide | | +| | | | the customer | | +| | | | with the last | | +| | | | five or six | | +| | | | digits of the | | +| | | | order number | | +| | | | after the | | +| | | | O.Close the | | +| | | | call and leave | | +| | | | the following | | +| | | | required note | | +| | | | in Clarify: | | +| | | | Unable to | | +| | | | complete | | +| | | | standard | | +| | | | upgrade due to | | +| | | | conflicts. | | +| | | | Equipment was | | +| | | | ordered through | | +| | | | Product Only | | +| | | | Flow after | | +| | | | using the | | +| | | | Upgrade | | +| | | | Exception | | +| | | | button and redo | | +| | | | attempt failed | | +| | | | to resolve | | +| | | | conflict error. | | +| | | | ¶ Set Upgrade | | +| | | | Expectations¶ | | +| | | | Inform the | | +| | | | customer of the | | +| | | | shipping | | +| | | | carrier and | | +| | | | fee.Provide the | | +| | | | shipping cost:¶ | | +| | | | Due to reasons | | +| | | | beyond our | | +| | | | control, there | | +| | | | are times that | | +| | | | shipping is | | +| | | | delayed. The | | +| | | | daily shipping | | +| | | | window for next | | +| | | | day delivery is | | +| | | | by, or before, | | +| | | | 4:00 p.m. ET. | | +| | | | Any order | | +| | | | placed | | +| | | | after4:00 p.m. | | +| | | | ET rolls to the | | +| | | | next business | | +| | | | day.¶ Standard | | +| | | | delivery: | | +| | | | $9.95, waived | | +| | | | for all CRU | | +| | | | customers with | | +| | | | a FANPriority | | +| | | | delivery: | | +| | | | $14.95, unless | | +| | | | FAN | | +| | | | specifically | | +| | | | waives this | | +| | | | charge¶ Advise | | +| | | | customer they | | +| | | | will:¶ Receive | | +| | | | an order | | +| | | | confirmation | | +| | | | email.Receive a | | +| | | | shipping | | +| | | | confirmation | | +| | | | email that | | +| | | | includes the | | +| | | | shipping | | +| | | | tracking | | +| | | | number.Can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus.Sta | | +| | | | tus for orders | | +| | | | placed in the | | +| | | | last 24 hours | | +| | | | may not be | | +| | | | available.¶ | | +| | | | Recap and | | +| | | | confirm the ord | | +| | | | er/transaction | | +| | | | details.¶ | | +| | | | Locate the | | +| | | | expectations | | +| | | | for all of the | | +| | | | transactions | | +| | | | completed and | | +| | | | communicate | | +| | | | them to the | | +| | | | customer.¶ ¶ | | +| | | | ¶ Promote | | +| | | | Self-Service¶ | | +| | | | Customers can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus. | | +| | | | ◦Status for | | +| | | | orders placed | | +| | | | in the last 24 | | +| | | | hours may not | | +| | | | be available.En | | +| | | | tering the | | +| | | | customer's | | +| | | | email address | | +| | | | (checkout | | +| | | | screen) sends | | +| | | | the customer | | +| | | | order | | +| | | | notification | | +| | | | that the device | | +| | | | has | | +| | | | shipped.Refer | | +| | | | the customer to | | +| | | | www.att.com/dev | | +| | | | icehowto for | | +| | | | device | | +| | | | support.¶ Post | | +| | | | Call | | +| | | | Notification¶ | | +| | | | Send a PCN as | | +| | | | outlined in | | +| | | | your groups PCN | | +| | | | policy.¶ | | +| | | | Device | | +| | | | Expectations¶ | | +| | | | The order does | | +| | | | not ship until | | +| | | | online T&Cs are | | +| | | | accepted by the | | +| | | | customer.Shared | | +| | | | Upgrades | | +| | | | sometimes | | +| | | | require a visit | | +| | | | to an Contoso | | +| | | | Retail store or | | +| | | | a call to | | +| | | | Customer | | +| | | | Service to | | +| | | | activate the | | +| | | | device on the | | +| | | | correct CTN. | | +| | | | This occurs | | +| | | | when rep | | +| | | | performs a | | +| | | | "manual cross- | | +| | | | upgrade" rather | | +| | | | than using the | | +| | | | correct | | +| | | | flow.Refer the | | +| | | | customer to the | | +| | | | Copy Contact | | +| | | | Wizard (att.com | | +| | | | /learningcenter | | +| | | | /copy- | | +| | | | contacts.do) | | +| | | | and Device | | +| | | | Support (www.at | | +| | | | t.com/devicesup | | +| | | | port) for | | +| | | | instructions on | | +| | | | transferring | | +| | | | contacts | | +| | | | between | | +| | | | devices.Offer | | +| | | | Contoso Protect | | +| | | | Advantage and | | +| | | | Device | | +| | | | Protection | | +| | | | during an | | +| | | | upgrade if the | | +| | | | customer is not | | +| | | | enrolled.¶ If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ ¶ ¶ | | +| | | | Back to Top ¶ | | +| | | | Secured Offer | | +| | | | Scenarios / | | +| | | | Manager | | +| | | | Overrides ¶ S | | +| | | | cenarioOptionsC | | +| | | | an I get a new | | +| | | | device before | | +| | | | my future | | +| | | | eligibility | | +| | | | date?¶ Offer | | +| | | | to order a new | | +| | | | phone at full | | +| | | | retail price | | +| | | | (no | | +| | | | contract/no-com | | +| | | | mitment).Review | | +| | | | available | | +| | | | equipment and | | +| | | | pricing.¶ FaST | | +| | | | offers do not | | +| | | | apply.¶ ¶ ¶ | | +| | | | My friend and I | | +| | | | have the same | | +| | | | rate plan and | | +| | | | you offered him | | +| | | | a free phone | | +| | | | and an even | | +| | | | better rate | | +| | | | plan when he | | +| | | | called in to | | +| | | | cancel. Why are | | +| | | | you not | | +| | | | offering me | | +| | | | anything?My | | +| | | | neighbor | | +| | | | received a | | +| | | | mailer and I | | +| | | | would like to | | +| | | | take advantage | | +| | | | of the offer as | | +| | | | well.¶ The | | +| | | | privacy of AT | | +| | | | Source: | | +| | | | Content: osures | | +| | | | Bills Due Date | | +| | | | Installation | | +| | | | Order Recap | | +| | | | Select the X in | | +| | | | the corner to | | +| | | | close the | | +| | | | document. | | +| | | | Click Close. | | +| | | | Confirm the | | +| | | | correct dealer | | +| | | | code is | | +| | | | displaying in | | +| | | | the Sales Code | | +| | | | field. If | | +| | | | the dealer code | | +| | | | is incorrect: | | +| | | | Click | | +| | | | Preferences | | +| | | |  Enter the | | +| | | | correct dealer | | +| | | | code Click OK. | | +| | | | Confirm the | | +| | | | correct dealer | | +| | | | code displays. | | +| | | | Click the Price | | +| | | | Summary tab to | | +| | | | review the | | +| | | | order and | | +| | | | review the | | +| | | | ordering and | | +| | | | pricing. 14 | | +| | | | Submit or | | +| | | | modify the | | +| | | | order. If | | +| | | | the order is | | +| | | | correct and | | +| | | | ready for | | +| | | | submission, | | +| | | | click Next. If | | +| | | | the customer | | +| | | | changes their | | +| | | | mind on the | | +| | | | product or | | +| | | | installation | | +| | | | date, To | | +| | | | modify the | | +| | | | product (speed/ | | +| | | | package): | | +| | | | Select the Re- | | +| | | | Negotiate | | +| | | | Product | | +| | | | Configuration. | | +| | | | Click Next. | | +| | | | To select a new | | +| | | | installation | | +| | | | date: Select | | +| | | | Re-Negotiate | | +| | | | Due Date. | | +| | | | Click Next. 15 | | +| | | | Notate and | | +| | | | close the | | +| | | | interaction. | | +| | | | Provide the | | +| | | | customer with | | +| | | | the order | | +| | | | number. Click | | +| | | | Close. Provide | | +| | | | the customer | | +| | | | with Account | | +| | | | Number | | +| | | | (displaying at | | +| | | | the top of the | | +| | | | screen). | | +| | | | Select the | | +| | | | Interaction | | +| | | | Toolbox. Do | | +| | | | not change the | | +| | | | default title. | | +| | | | Click Go to | | +| | | | Reasons. | | +| | | | Select Order | | +| | | | Processed from | | +| | | | the Results | | +| | | | drop-down. | | +| | | | Notate the | | +| | | | interaction | | +| | | | using the note | | +| | | | template. | | +| | | | Contract: | | +| | | | [Customer Name] | | +| | | | ordered | | +| | | | [product and | | +| | | | MRC] with a | | +| | | | 12-month | | +| | | | contract and a | | +| | | | one-time charge | | +| | | | of [$xx.xx]. | | +| | | | Provided terms | | +| | | | and conditions. | | +| | | | No contract: | | +| | | | [Customer Name] | | +| | | | ordered | | +| | | | [product and | | +| | | | MRC] month-to- | | +| | | | month, with a | | +| | | | one-time charge | | +| | | | of [$xx.xx]. | | +| | | | Provided terms | | +| | | | and conditions. | | +| | | | Click Save and | | +| | | | Close. Back to | | +| | | | Top Speed | | +| | | | Change Orders | | +| | | | Transport type | | +| | | | change orders | | +| | | | to ABF FTTB-F | | +| | | | and FTTB-C from | | +| | | | an existing | | +| | | | Internet | | +| | | | account, | | +| | | | including DSL, | | +| | | | are not | | +| | | | available via | | +| | | | change order. | | +| | | | Cease and New | | +| | | | provide orders | | +| | | | must be placed. | | +| | | | Heads Up: For | | +| | | | all other speed | | +| | | | change | | +| | | | requests, do | | +| | | | not disconnect | | +| | | | service and | | +| | | | create a new | | +| | | | order/BAN.  | | +| | | | Scenario 1: | | +| | | | Customer has | | +| | | | existing Fiber | | +| | | | and wants to | | +| | | | upgrade or | | +| | | | downgrade | | +| | | | their speed | | +| | | | (Fiber to Fiber | | +| | | | speed upgrade/d | | +| | | | owngrade). Do | | +| | | | not start a new | | +| | | | BAN for the | | +| | | | requested | | +| | | | speed. This is | | +| | | | a change order. | | +| | | | Placing a new | | +| | | | order and | | +| | | | recommending a | | +| | | | disconnect | | +| | | | violates sales | | +| | | | integrity rules | | +| | | | and may lead to | | +| | | | disciplinary | | +| | | | action.  | | +| | | | Scenario 2: | | +| | | | Customer has | | +| | | | existing Copper | | +| | | | speed and wants | | +| | | | to upgrade or | | +| | | | downgrade their | | +| | | | speed (Copper | | +| | | | to Copper speed | | +| | | | upgrade/downgra | | +| | | | de). Do not | | +| | | | start a new BAN | | +| | | | for the | | +| | | | requested | | +| | | | speed. This is | | +| | | | a change order. | | +| | | | Placing a new | | +| | | | order and | | +| | | | recommending a | | +| | | | disconnect | | +| | | | violates sales | | +| | | | integrity rules | | +| | | | and may lead to | | +| | | | disciplinary | | +| | | | action.  | | +| | | | In the event | | +| | | | you experience | | +| | | | issues that | | +| | | | will not allow | | +| | | | the current | | +| | | | account to be | | +| | | | upgraded or | | +| | | | downgraded, | | +| | | | engage a Team | | +| | | | Lead or Manager | | +| | | | for assistance. | | +| | | | Refer these | | +| | | | customers to | | +| | | | Managed | | +| | | | Telesolutions | | +| | | | via the | | +| | | | referral | | +| | | | process. Click | | +| | | | Find Caller. | | +| | | | Search for the | | +| | | | customer | | +| | | | account number | | +| | | | or name and | | +| | | | click Search | | +| | | | Now. If | | +| | | | located, the | | +| | | | Caller | | +| | | | Authentication | | +| | | | pop-up | | +| | | | displays. If | | +| | | | not located, | | +| | | | use other | | +| | | | methods to | | +| | | | search for an | | +| | | | account (for | | +| | | | example, | | +| | | | address or | | +| | | | phone number). | | +| | | | Authenticate | | +| | | | the customer | | +| | | | per | | +| | | | Authenticating | | +| | | | Accounts in | | +| | | | CRM: Accounts | | +| | | | with Passcodes. | | +| | | | Enter the | | +| | | | Passcode. | | +| | | | Click Validate. | | +| | | | Confirm the | | +| | | | account | | +| | | | information is | | +| | | | correct | | +| | | | (address, | | +| | | | contact | | +| | | | numbers, and | | +| | | | contact names). | | +| | | | Confirm the Sub | | +| | | | Type is | | +| | | | Consumer Small | | +| | | | Office. | | +| | | | Consumer Small | | +| | | | Office - | | +| | | | Screenshot | | +| | | | From the | | +| | | | Interaction | | +| | | | Toolbox, select | | +| | | | the Quick | | +| | | | Action link | | +| | | | Change (Update | | +| | | | Product | | +| | | | Configuration). | | +| | | | From the Search | | +| | | | Assigned | | +| | | | Product screen, | | +| | | | select the | | +| | | | radio button | | +| | | | for the | | +| | | | product/service | | +| | | | you are | | +| | | | changing and | | +| | | | click Change. | | +| | | | In the Update | | +| | | | Order Action | | +| | | | Attributes | | +| | | | section, select | | +| | | | Service_Change | | +| | | | from the | | +| | | | Activity | | +| | | | Description | | +| | | | drop-down. | | +| | | | Click Next. | | +| | | | Review the | | +| | | | existing | | +| | | | Internet | | +| | | | package with | | +| | | | the customer. | | +| | | | Changing the | | +| | | | speed will | | +| | | | cause the | | +| | | | previously | | +| | | | selected bundle | | +| | | | package and | | +| | | | promotion to | | +| | | | fall off. | | +| | | | Any time a | | +| | | | change is made | | +| | | | to the order on | | +| | | | the Negotiate | | +| | | | Product | | +| | | | Configuration | | +| | | | page, click | | +| | | | Check | | +| | | | Configuration. | | +| | | | To restore or | | +| | | | change the | | +| | | | bundle package, | | +| | | | click Restore | | +| | | | Contoso. To stop | | +| | | | the change | | +| | | | order flow and | | +| | | | leave services | | +| | | | unchanged, | | +| | | | click Cancel | | +| | | | Order. Change | | +| | | | the speed | | +| | | | package. Contoso | | +| | | | High Speed | | +| | | | Internet- FBS | | +| | | | (AB Source: | | +| | | | Content: | | +| | | | Accessing FaST | | +| | | | | Searching for | | +| | | | FANs | Search | | +| | | | Filters | Wild | | +| | | | Cards Use FaST | | +| | | | to view FAN | | +| | | | profile details | | +| | | | including: | | +| | | | Account team | | +| | | | members | | +| | | | Authorized FAN | | +| | | | Contacts | | +| | | | Contract | | +| | | | information | | +| | | | FAN discounts | | +| | | | Back to Top | | +| | | | Accessing FaST | | +| | | | FaST is | | +| | | | accessible | | +| | | | from: | | +| | | | Knowledge | | +| | | | Management Link | | +| | | | Center OPUS | | +| | | | To obtain | | +| | | | logins, follow | | +| | | | your centers | | +| | | | existing system | | +| | | | access process. | | +| | | | Back to Top | | +| | | | Searching for | | +| | | | FANs Type a | | +| | | | value into the | | +| | | | search bar such | | +| | | | as company | | +| | | | name, FAN, | | +| | | | Email domain, | | +| | | | or ZIP Code. | | +| | | | Add an asterisk | | +| | | | * to the end of | | +| | | | your ZIP Code | | +| | | | to improve | | +| | | | results | | +| | | | Use the Refine | | +| | | | or Advanced | | +| | | | Search to see | | +| | | | more specific | | +| | | | search options. | | +| | | | From the search | | +| | | | results screen, | | +| | | | click the FAN | | +| | | | name to view | | +| | | | the FAN profile | | +| | | | details: | | +| | | | Offer Elements: | | +| | | | Lists | | +| | | | discounts, fee | | +| | | | waivers, and | | +| | | | other FAN-based | | +| | | | offers. | | +| | | | Customer | | +| | | | Contacts: Lists | | +| | | | Authorized | | +| | | | Order Placers | | +| | | | (AOPs) for | | +| | | | small business | | +| | | | CRU accounts. | | +| | | | Contoso Contacts: | | +| | | | Lists Contoso | | +| | | | Account Team | | +| | | | contacts. | | +| | | | Refer | | +| | | | to Customer | | +| | | | Sales Contact | | +| | | | Inquiries - | | +| | | | BCSS for | | +| | | | details on | | +| | | | requesting | | +| | | | primary sales | | +| | | | contacts. | | +| | | | Notes: Includes | | +| | | | special Contoso | | +| | | | Signature | | +| | | | Program FAN | | +| | | | attachment | | +| | | | policies and | | +| | | | other | | +| | | | instructions. | | +| | | | Back to Top | | +| | | | Search Filters | | +| | | | After | | +| | | | submitting a | | +| | | | search in FaST, | | +| | | | you see a list | | +| | | | of results | | +| | | | organized into | | +| | | | several | | +| | | | columns. At the | | +| | | | top of each | | +| | | | column is a | | +| | | | text box that | | +| | | | you can use to | | +| | | | apply | | +| | | | additional | | +| | | | filters to your | | +| | | | search results. | | +| | | | Email Domain | | +| | | | Search Email | | +| | | | or domain | | +| | | | address | | +| | | | searches are | | +| | | | often the | | +| | | | fastest way to | | +| | | | access | | +| | | | information. | | +| | | | If your | | +| | | | customer has a | | +| | | | company email | | +| | | | address, the | | +| | | | domain follows | | +| | | | the @ symbol. | | +| | | | Example: The | | +| | | | domain for john | | +| | | | @xyzcompany.com | | +| | | | is | | +| | | | xyzcompany.com. | | +| | | | If your | | +| | | | customer does | | +| | | | not have a | | +| | | | company email | | +| | | | address, ask if | | +| | | | their company | | +| | | | has a website. | | +| | | | The domain is | | +| | | | the part of the | | +| | | | Web address | | +| | | | that follows | | +| | | | the www. | | +| | | | Example: The | | +| | | | domain for http | | +| | | | ://www.smithbro | | +| | | | thers.com is sm | | +| | | | ithbrothers.com | | +| | | | Back to Top | | +| | | | Wild Cards | | +| | | | Wild cards are | | +| | | | a valuable way | | +| | | | to optimize | | +| | | | search results. | | +| | | | Here are a few | | +| | | | wild cards: | | +| | | | Quotation marks | | +| | | | ("): Use | | +| | | | quotations | | +| | | | marks to search | | +| | | | for exact | | +| | | | terms. | | +| | | | Example: | | +| | | | Searching for | | +| | | | "American Auto | | +| | | | Supplies" | | +| | | | prevents | | +| | | | American Pride | | +| | | | Auto Supplies | | +| | | | from coming up | | +| | | | in the search | | +| | | | criteria | | +| | | | Asterisk (*): | | +| | | | Add an asterisk | | +| | | | to the | | +| | | | beginning or | | +| | | | end of a word | | +| | | | to broaden | | +| | | | search results. | | +| | | | Example: | | +| | | | Searching for | | +| | | | People* Bank | | +| | | | returns | | +| | | | People's Bank, | | +| | | | Peoples' Bank, | | +| | | | and Peoples | | +| | | | Bank Tilde | | +| | | | (~): Add a | | +| | | | tilde to the | | +| | | | end of a word | | +| | | | to create a | | +| | | | fuzzy search. A | | +| | | | fuzzy search is | | +| | | | a process that | | +| | | | allows your | | +| | | | search to bring | | +| | | | up relevant | | +| | | | sites. | | +| | | | Example: | | +| | | | Searching for | | +| | | | Jay~ Electric | | +| | | | returns Jay | | +| | | | Electric, Joe | | +| | | | Electric, and | | +| | | | Bay Electric. | | +| | | | Back to Top | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 75 | How long | It can take | Content: Here's | 10 | +| | does it take | up to 4 | How it Works | | +| | for the | billing | ACT Closing | | +| | customer to | cycles for | Credits | | +| | see the ACT | ACT Envelope | Provide a | | +| | on their | Credits to | dollar amount | | +| | bill? | appear on | reduction to | | +| | | the bill. | the total line | | +| | | (Source: ACT | of service | | +| | | Closing | charges with a | | +| | | Credits | qualified | | +| | | context) | activation. | | +| | | | CTN must be | | +| | | | activated | | +| | | | during the ACT | | +| | | | Envelope Credit | | +| | | | effective | | +| | | | dates. Customer | | +| | | | must wait 4 | | +| | | | billing cycles | | +| | | | for credits to | | +| | | | appear.  Only | | +| | | | a Direct Seller | | +| | | | may offer ACT. | | +| | | | Examples of ACT | | +| | | | Envelope | | +| | | | Credits | | +| | | | include: $50 | | +| | | | /$100/$150/$200 | | +| | | | credit with a | | +| | | | new Smartphone | | +| | | | activation. | | +| | | | $25/$50 credit | | +| | | | with a new | | +| | | | Feature Phone | | +| | | | activation. | | +| | | | After 4 billing | | +| | | | cycles, if | | +| | | | credits are not | | +| | | | applied follow | | +| | | | Contoso Closing | | +| | | | Tool (ACT) & | | +| | | | Retention | | +| | | | Closing Tool | | +| | | | (RCT) | | +| | | | Enhancements | | +| | | | ** Must be | | +| | | | requested by | | +| | | | Contoso Business | | +| | | | Sales when | | +| | | | supporting | | +| | | | Retail and only | | +| | | | requested when | | +| | | | the CSE is | | +| | | | involved in | | +| | | | closing a sale. | | +| | | | Equipment | | +| | | | Discounts | | +| | | | Contracted | | +| | | | equipment | | +| | | | discounts are | | +| | | | applied at the | | +| | | | point of sale | | +| | | | (for example, | | +| | | | BME or retail) | | +| | | | according to | | +| | | | each company's | | +| | | | profile | | +| | | | equipment | | +| | | | instructions | | +| | | | listed in FaST. | | +| | | | Only the point | | +| | | | of sale may | | +| | | | apply to this | | +| | | | type of | | +| | | | discount. | | +| | | | MRC Modifier | | +| | | | Credits | | +| | | | Provide a | | +| | | | dollar amount | | +| | | | to reduce from | | +| | | | a specific MRC | | +| | | | charge each | | +| | | | billing cycle. | | +| | | | Controlled by | | +| | | | Offer Elements | | +| | | | in ROME/FaST. | | +| | | | On the bill, | | +| | | | the credits | | +| | | | appear | | +| | | | immediately | | +| | | | following the | | +| | | | adjusted | | +| | | | charge. | | +| | | | Prorating rules | | +| | | | apply. | | +| | | | Customer must | | +| | | | be on a | | +| | | | qualifying FAN | | +| | | | and meet the | | +| | | | conditions of | | +| | | | the Offer | | +| | | | Element. CTN | | +| | | | must be active | | +| | | | in order to | | +| | | | receive the | | +| | | | credit. | | +| | | | National | | +| | | | Account Credits | | +| | | | Reduce the | | +| | | | total amount | | +| | | | due on an | | +| | | | account by a | | +| | | | set dollar | | +| | | | amount. If the | | +| | | | credit is | | +| | | | larger than the | | +| | | | amount due in a | | +| | | | given month, | | +| | | | the remaining | | +| | | | credit is | | +| | | | applied to the | | +| | | | next billing | | +| | | | cycle. It may | | +| | | | take up to 2 | | +| | | | billing cycles | | +| | | | to appear on | | +| | | | the billing | | +| | | | statement. | | +| | | | During the | | +| | | | Unification | | +| | | | process, | | +| | | | National | | +| | | | Account Credit | | +| | | | balances can | | +| | | | take up to 3 | | +| | | | billing cycles | | +| | | | to appear on | | +| | | | the billing | | +| | | | statement. | | +| | | | Complete a | | +| | | | Clarify case if | | +| | | | the following | | +| | | | apply: MRC | | +| | | | Modifier is on | | +| | | | the agreement | | +| | | | yet not | | +| | | | appearing on | | +| | | | the Foundation | | +| | | | Account Number | | +| | | | (FAN) Note: | | +| | | | MRC Modifiers | | +| | | | will not apply | | +| | | | if Rate Plans | | +| | | | were backdated | | +| | | | on the | | +| | | | account.  | | +| | | | National | | +| | | | Account | | +| | | | Discount (FAN | | +| | | | Discounts) | | +| | | | Processed by | | +| | | | applying the | | +| | | | contracted | | +| | | | service | | +| | | | discount | | +| | | | percent to | | +| | | | monthly | | +| | | | qualifying | | +| | | | charges | | +| | | | according to | | +| | | | the company's | | +| | | | chosen discount | | +| | | | distribution | | +| | | | method: End- | | +| | | | User Credit | | +| | | | Company Check | | +| | | | Consolidated | | +| | | | Invoice Credit | | +| | | | (CI) | | +| | | | Calculated on | | +| | | | the amount | | +| | | | remaining after | | +| | | | the MRC | | +| | | | Modifiers have | | +| | | | been | | +| | | | subtracted. | | +| | | | Discount only | | +| | | | applies to | | +| | | | future bill | | +| | | | cycles and | | +| | | | cannot be | | +| | | | backdated. | | +| | | | Telegence | | +| | | | applies | | +| | | | discounts to | | +| | | | qualifying | | +| | | | charges in | | +| | | | order from | | +| | | | highest charge | | +| | | | to lowest when | | +| | | | calculating | | +| | | | discounts. | | +| | | | Telegence-Based | | +| | | | Discounts | | +| | | | Provide a | | +| | | | dollar amount | | +| | | | to be reduced | | +| | | | from a specific | | +| | | | MRC charge each | | +| | | | billing cycle | | +| | | | and appear | | +| | | | immediately | | +| | | | following the | | +| | | | charge being | | +| | | | adjusted. | | +| | | | Examples of | | +| | | | Telegence-based | | +| | | | discounts | | +| | | | include, but | | +| | | | are not limited | | +| | | | to: AutoPay | | +| | | | discount | | +| | | | Mobile Select | | +| | | | discount | | +| | | | Troubleshooting | | +| | | | Resources Contoso | | +| | | | Closing Tool | | +| | | | (ACT) Credit | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | Equipment | | +| | | | Discount | | +| | | | Inquiry MRC | | +| | | | Modifier Credit | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | National | | +| | | | Account Credit | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | National | | +| | | | Account | | +| | | | Discount | | +| | | | Inquiries and | | +| | | | Troubleshooting | | +| | | | Telegence-Based | | +| | | | Discount | | +| | | | Inquiries | | +| | | | Source: | | +| | | | Content: . Set | | +| | | | the right | | +| | | | expectations | | +| | | | with plan | | +| | | | information and | | +| | | | recap any | | +| | | | account | | +| | | | transactions | | +| | | | performed. | | +| | | | Review with the | | +| | | | customer Plan | | +| | | | and billing | | +| | | | changes | | +| | | | (including | | +| | | | partial | | +| | | | charges). | | +| | | | Multi-phone | | +| | | | discount on the | | +| | | | first bill, if | | +| | | | applicable. | | +| | | | AutoPay $10mo. | | +| | | | single line or | | +| | | | $20mo. multi- | | +| | | | line credit | | +| | | | within 2-3 bill | | +| | | | cycle, if they | | +| | | | are taking | | +| | | | advantage of | | +| | | | the discount. | | +| | | | Contoso Private | | +| | | | Wi-Fi details | | +| | | | (located under | | +| | | | header, Plan | | +| | | | Features, | | +| | | | Offers, and | | +| | | | Discounts). | | +| | | | Download the | | +| | | | app and set up | | +| | | | the service via | | +| | | | the app to | | +| | | | activate | | +| | | | service on a | | +| | | | device. Source: | | +| | | | Content: ¶ | | +| | | | What is the | | +| | | | Contoso Closing | | +| | | | Tool?¶ ¶ | | +| | | | Available to | | +| | | | CRU only.Level | | +| | | | 3 or above | | +| | | | approval | | +| | | | required.ACT | | +| | | | credits provide | | +| | | | a dollar amount | | +| | | | reduction to | | +| | | | the total lines | | +| | | | of service | | +| | | | charges with a | | +| | | | qualified | | +| | | | activation. | | +| | | | Only used when | | +| | | | there is a | | +| | | | documented | | +| | | | competitive | | +| | | | offer equal to | | +| | | | or lower than | | +| | | | Contoso's | | +| | | | offer.May or | | +| | | | may not be | | +| | | | combinable with | | +| | | | other offers/pr | | +| | | | omotions. Refer | | +| | | | to promotion | | +| | | | brochures when | | +| | | | applicable.¶ | | +| | | | ** Must be | | +| | | | requested by | | +| | | | Contoso Business | | +| | | | Sales when | | +| | | | supporting | | +| | | | Retail and only | | +| | | | requested when | | +| | | | the CSE is | | +| | | | involved in | | +| | | | closing a sale. | | +| | | | ¶ ¶ | | +| | | | Requirements¶ | | +| | | | ¶ Line / | | +| | | | Device | | +| | | | Requirements¶ | | +| | | | Minimum of 5 li | | +| | | | nes.Smartphones | | +| | | | , Basic Phones, | | +| | | | and Data | | +| | | | Devices.Contoso | | +| | | | Installment | | +| | | | Plan/Equipment | | +| | | | Installment | | +| | | | Plan | | +| | | | required.AMB | | +| | | | and ACDA | | +| | | | agreement | | +| | | | types.¶ | | +| | | | Restrictions¶ | | +| | | | Cameras, Gaming | | +| | | | devices, Contoso | | +| | | | Wireless | | +| | | | Internet, | | +| | | | Machine-to- | | +| | | | Machine, and | | +| | | | watches are not | | +| | | | eligible.ACT is | | +| | | | not available | | +| | | | for customers | | +| | | | on custom | | +| | | | agreements.¶ | | +| | | | ACT Credit | | +| | | | Amount¶ | | +| | | | Smartphones:¶ | | +| | | | $50 - $150¶ | | +| | | | Basic phones & | | +| | | | Data Devices¶ | | +| | | | $25 - $50¶ ¶ | | +| | | | Rate Plan | | +| | | | Requirements¶ | | +| | | | ¶ | | +| | | | Smartphones:¶ | | +| | | | Voice plan with | | +| | | | Data feature | | +| | | | $59.98 and | | +| | | | aboveMobile | | +| | | | Share plan with | | +| | | | Voice & | | +| | | | DataMobile | | +| | | | Select | | +| | | | Smartphone | | +| | | | planAny | | +| | | | generally | | +| | | | available | | +| | | | Unlimited plan¶ | | +| | | | ¶ ¶ Basic | | +| | | | Phones/Data | | +| | | | Devices:¶ | | +| | | | Voice Plan | | +| | | | $34.95 and | | +| | | | aboveMobile | | +| | | | Share Plan with | | +| | | | VoiceMobile | | +| | | | Select Plan for | | +| | | | Feature Phones | | +| | | | (Standard and | | +| | | | Custom)Any | | +| | | | generally | | +| | | | available | | +| | | | Unlimited plan¶ | | +| | | | ¶ ¶ ¶ ¶ ¶ | | +| | | | Setting | | +| | | | Expectations¶ | | +| | | | Provide the | | +| | | | total credit | | +| | | | per line.It can | | +| | | | take up to 4 | | +| | | | billing cycles | | +| | | | for ACT | | +| | | | Envelope | | +| | | | Credits to | | +| | | | appear on the | | +| | | | bill. Billing | | +| | | | Statement - | | +| | | | ScreenshotACT | | +| | | | Envelope | | +| | | | Credits display | | +| | | | as Wireless | | +| | | | Activation | | +| | | | Credit on the | | +| | | | bill.A sperate | | +| | | | credit displays | | +| | | | for each new | | +| | | | activation / | | +| | | | CTN in the | | +| | | | Payments & | | +| | | | Adjustments | | +| | | | section.¶ ¶ ¶ | | +| | | | Procedures¶ ¶ | | +| | | | 1Identify a | | +| | | | sales | | +| | | | opportunity & | | +| | | | validate | | +| | | | eligibility.¶ | | +| | | | 1. Access FaST. | | +| | | | 2. Search by | | +| | | | FAN or | | +| | | | Agreement ID. | | +| | | | 3. Select the | | +| | | | correct | | +| | | | agreement from | | +| | | | the list. 4. | | +| | | | Select the | | +| | | | Offer Elements | | +| | | | tab and verify | | +| | | | if the customer | | +| | | | has an active | | +| | | | or expired ACT | | +| | | | Envelope | | +| | | | Credit.¶ ¶ If | | +| | | | Active, the | | +| | | | customer is not | | +| | | | eligible for | | +| | | | another ACT | | +| | | | Envelope Credit | | +| | | | request.If | | +| | | | Expired, | | +| | | | continue to the | | +| | | | next step. A | | +| | | | separate credit | | +| | | | displays for | | +| | | | each new | | +| | | | activation/CTN | | +| | | | in the Payments | | +| | | | & Adjustments | | +| | | | section.FaST - | | +| | | | Screenshot¶ 2¶ | | +| | | | Access the | | +| | | | Offer | | +| | | | Comparison Tool | | +| | | | .External | | +| | | | Centers: Work | | +| | | | with your | | +| | | | manager on site | | +| | | | to access and | | +| | | | fill out the | | +| | | | Offer | | +| | | | Comparison | | +| | | | Tool.¶ 3¶ | | +| | | | Save a copy of | | +| | | | the blank form | | +| | | | to your hard | | +| | | | drive. Do not | | +| | | | add the & | | +| | | | symbol in the | | +| | | | file | | +| | | | name.External | | +| | | | Centers: This | | +| | | | applies to the | | +| | | | manager on | | +| | | | site.¶ | | +| | | | 4Complete the | | +| | | | form.¶ | | +| | | | 1Customer | | +| | | | Information | | +| | | | Section¶ 1. | | +| | | | Segment: NBS | | +| | | | SBS Regional.¶ | | +| | | | ¶ 2. New or | | +| | | | Growth: ¶ ¶ | | +| | | | New is a brand- | | +| | | | new | | +| | | | customer.Growth | | +| | | | is an existing | | +| | | | customer.¶ ¶ | | +| | | | 3. Customer | | +| | | | Name: Enter the | | +| | | | Business Name | | +| | | | (Account | | +| | | | Name).¶ ¶ 4. | | +| | | | Current | | +| | | | Mobility | | +| | | | Carrier: Enter | | +| | | | customer’s | | +| | | | competitor | | +| | | | carrier.¶ ¶ | | +| | | | 5. Customer | | +| | | | Location: Enter | | +| | | | the State the | | +| | | | service is | | +| | | | being set up | | +| | | | in.¶ ¶ 6. | | +| | | | Sales Manager: | | +| | | | Enter your | | +| | | | manager’s | | +| | | | name.¶ ¶ 7. | | +| | | | General | | +| | | | Manager: Select | | +| | | | Tashima.¶ ¶ | | +| | | | 8. Vice- | | +| | | | President: | | +| | | | Auto-populates | | +| | | | when General | | +| | | | Manager is | | +| | | | selected.¶ ¶ | | +| | | | 9. Vertical: | | +| | | | NBS Regional¶ | | +| | | | ¶ 10. | | +| | | | Industry: | | +| | | | Select the | | +| | | | industry that | | +| | | | best matches | | +| | | | the customer.¶ | | +| | | | ¶ 11. Contract | | +| | | | Type: AMB or | | +| | | | ACDA.¶ 2Contoso | | +| | | | Section This | | +| | | | section | | +| | | | represents the | | +| | | | monthly rates | | +| | | | quoted/offered | | +| | | | to the | | +| | | | customer.¶ | | +| | | | Voice Plans: | | +| | | | Specify plan | | +| | | | name, number of | | +| | | | CTNs, and | | +| | | | MRC.Data Plans: | | +| | | | Specify the | | +| | | | plan name, | | +| | | | number of CTNs, | | +| | | | and | | +| | | | MRC.Features: | | +| | | | Specify the | | +| | | | plan name, | | +| | | | number of CTNs, | | +| | | | and MRC.One- | | +| | | | time Charges/Co | | +| | | | mpetitor’s ETF: | | +| | | | Specify the | | +| | | | name, number of | | +| | | | CTNs, and | | +| | | | dollar amount.¶ | | +| | | | List the | | +| | | | competitor’s | | +| | | | ETF here.¶ | | +| | | | Devices: | | +| | | | Specify | | +| | | | Smartphones, | | +| | | | Basic phone or | | +| | | | Data Devices | | +| | | | Source: | | +| | | | Content: | | +| | | | invoice within | | +| | | | 1-2 billing | | +| | | | cycles.  | | +| | | | ClarifyLite | | +| | | | users: | | +| | | | ClarifyLite | | +| | | | displays the | | +| | | | status as | | +| | | | Failed in red | | +| | | | letters when | | +| | | | transactions do | | +| | | | not process. | | +| | | | The | | +| | | | transactions | | +| | | | are re- | | +| | | | attempted by | | +| | | | ClarifyLite. | | +| | | | Do not re- | | +| | | | submit | | +| | | | adjustments in | | +| | | | ClarifyLite or | | +| | | | Telegence when | | +| | | | you see a | | +| | | | failed | | +| | | | transaction. | | +| | | | ClarifyLite | | +| | | | automatically | | +| | | | corrects or | | +| | | | resubmits the | | +| | | | adjustment. | | +| | | | Case number & | | +| | | | expected | | +| | | | resolution date | | +| | | | were not | | +| | | | provided: | | +| | | | Adjustment has | | +| | | | been applied to | | +| | | | the account. | | +| | | | Appears on the | | +| | | | invoice within | | +| | | | 1-2 bill | | +| | | | cycles. | | +| | | | Combined Bill: | | +| | | | Adjustments are | | +| | | | transferred to | | +| | | | the | | +| | | | wired account | | +| | | | after 5-7 | | +| | | | business days. | | +| | | | Adjustments of | | +| | | | pending charges | | +| | | | are included on | | +| | | | the next | | +| | | | invoice. | | +| | | | Suggested | | +| | | | Verbiage:  | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], I have | | +| | | | applied a net | | +| | | | adjustment for | | +| | | | the [ usage | | +| | | | charges, | | +| | | | international | | +| | | | roaming | | +| | | | charges] in the | | +| | | | amount of | | +| | | | [xx.xx]. The | | +| | | | adjustment will | | +| | | | appear on your | | +| | | | invoice within | | +| | | | 1-2 bill | | +| | | | cycles.  | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], I have | | +| | | | applied a net | | +| | | | adjustment for | | +| | | | the [usage | | +| | | | charges, | | +| | | | international | | +| | | | roaming | | +| | | | charges] in the | | +| | | | amount of | | +| | | | [xx.xx]. The | | +| | | | adjustment will | | +| | | | be transferred | | +| | | | to your wired | | +| | | | account within | | +| | | | 5-7 business | | +| | | | days and will | | +| | | | appear on your | | +| | | | next invoice.  | | +| | | | Balance | | +| | | | Transfer, | | +| | | | DirectBill, or | | +| | | | Write-Off | | +| | | | Adjustments | | +| | | | 1 In Clarify, | | +| | | | select Submit | | +| | | | Adjustment. The | | +| | | | Request Info | | +| | | | tab populates. | | +| | | | 2 From the | | +| | | | Dispute/Adj. | | +| | | | Type drop-down, | | +| | | | select the | | +| | | | option that | | +| | | | matches the | | +| | | | adjustment type | | +| | | | you are issuing | | +| | | | (Balance | | +| | | | Transfer, | | +| | | | DirectBill, or | | +| | | | Write-Off). | | +| | | | 3 Check the | | +| | | | Enter Exact | | +| | | | Adjustment | | +| | | | Amount box. | | +| | | | 4 Customer | | +| | | | Dispute box | | +| | | | must be check | | +| | | | for all | | +| | | | adjustments | | +| | | | over SOD or | | +| | | | sent to CART. | | +| | | | Collection | | +| | | | activity stops | | +| | | | until case | | +| | | | closure. | | +| | | | Disputed amount | | +| | | | is not included | | +| | | | in auto- | | +| | | | payments taken | | +| | | | before the case | | +| | | | is resolved. | | +| | | | If the credit | | +| | | | request is | | +| | | | rejected, the | | +| | | | next invoice | | +| | | | reflects a past | | +| | | | due amount. | | +| | | | Late fee | | +| | | | disputes for | | +| | | | past due | | +| | | | amounts are at | | +| | | | your | | +| | | | discretion. | | +| | | | Classify as an | | +| | | | efficiency | | +| | | | adjustment. | | +| | | | Category | | +| | | | Definition | | +| | | | Examples | | +| | | | Checked | | +| | | | Customer is | | +| | | | questioning a | | +| | | | specific charge | | +| | | | on their bill.  | | +| | | | Disputes | | +| | | | MRC/overage | | +| | | | charges and | | +| | | | requests and | | +| | | | adjustment. | | +| | | | Disputes | | +| | | | activation fees | | +| | | | and requests an | | +| | | | adjustment. | | +| | | | Unchecked | | +| | | | Customer is not | | +| | | | questioning a | | +| | | | specific charge | | +| | | | on their bill | | +| | | | Customer calls | | +| | | | to discuss | | +| | | | their rate plan | | +| | | | and the | | +| | | | representative | | +| | | | rerates and | | +| | | | provides a | | +| | | | proactive | | +| | | | credit. | | +| | | | Credits to | | +| | | | pending charges | | +| | | | Goodwill | | +| | | | adjustments | | +| | | | Proactive | | +| | | | credits by | | +| | | | offline teams | | +| | | | 5 Select the | | +| | | | appropriate | | +| | | | Product Type: | | +| | | | Mobility: | | +| | | | Standard | | +| | | | requests not | | +| | | | related to ASC | | +| | | | products AMS - | | +| | | | Advanced | | +| | | | Mobility | | +| | | | Solutions: BM | | +| | | | IoT and CART | | +| | | | only. Use to | | +| | | | process | | +| | | | adjustments for | | +| | | | products on the | | +| | | | AS Product List | | +| | | | and Transfers. | | +| | | | 6 Select the | | +| | | | Category and | | +| | | | Sub-Category | | +| | | | matching the | | +| | | | credit that is | | +| | | | being applied. | | +| | | | Example: | | +| | | | Crediting a | | +| | | | data rate plan, | | +| | | | select the MRC | | +| | | | and Fees | | +| | | | category and | | +| | | | the Rate Plan | | +| | | | Charge - Data | | +| | | | sub-Category. | | +| | | | Multiple | | +| | | | adjustments: | | +| | | | Select the | | +| | | | category with | | +| | | | the largest | | +| | | | adjustment | | +| | | | impact. Refer | | +| | | | to Adjustment C | | +| | | | ategories secti | | +| | | | on if needed. | | +| | | | 7 Select the | | +| | | | correct | | +| | | | Adjustment | | +| | | | Classification. | | +| | | | Correct Charge: | | +| | | | Result of an | | +| | | | Contoso error | | +| | | | reported within | | +| | | | 6 months of the | | +| | | | disputed | | +| | | | invoice. If | | +| | | | multiple | | +| | | | invoices are | | +| | | | impacted, the | | +| | | | oldest must be | | +| | | | within the6 | | +| | | | month period. | | +| | | | Custom | | +| | | | contracts may | | +| | | | extend the | | +| | | | dispute period | | +| | | | and must have | | +| | | | notes in ROME | | +| | | | stating the | | +| | | | revised dispute | | +| | | | period. | | +| | | | Examples - | | +| | | | Incorrect rate | | +| | | | plan | | +| | | | provisioned, | | +| | | | contractual fee | | +| | | | waivers, and so | | +| | | | on. | | +| | | | Efficiency: | | +| | | | Non-Contoso error | | +| | | | adjustments | | +| | | | based on an | | +| | | | unverifiable | | +| | | | customer claim, | | +| | | | customer misund | | +| | | | erstanding, | | +| | | | customer error, | | +| | | | or one-time goo | | +| | | | dwill.Adjustmen | | +| | | | ts that are the | | +| | | | result of an | | +| | | | Contoso error that | | +| | | | were not | | +| | | | reported within | | +| | | | 6 months of | | +| | | | when the issue | | +| | | | first started. | | +| | | | Examples - | | +| | | | Goodwill | | +| | | | adjustment, | | +| | | | prorated charge | | +| | | | adjustment due | | +| | | | to misunderstan | | +| | | | ding, Source: | | +| | | | Content: . ¶ | | +| | | | Remain active | | +| | | | and in good | | +| | | | standing on | | +| | | | wireless | | +| | | | installment | | +| | | | agreements for | | +| | | | the duration of | | +| | | | the installment | | +| | | | term.Monthly | | +| | | | recurring bill | | +| | | | credit can take | | +| | | | from 1 to 3 | | +| | | | billing | | +| | | | cycles.Customer | | +| | | | is responsible | | +| | | | for payments | | +| | | | until bill | | +| | | | credit is | | +| | | | issued.Will | | +| | | | receive the | | +| | | | first credit | | +| | | | equal to the | | +| | | | number of | | +| | | | payments | | +| | | | already | | +| | | | paid.For | | +| | | | automated | | +| | | | orders, monthly | | +| | | | credits | | +| | | | typically begin | | +| | | | on 1st bill, | | +| | | | for manual | | +| | | | (Data Driven) | | +| | | | orders, credits | | +| | | | will begin | | +| | | | within 3 | | +| | | | bills.If | | +| | | | credits start | | +| | | | on 2nd to 3rd | | +| | | | bill. Customer | | +| | | | must pay | | +| | | | his/her bill in | | +| | | | full until the | | +| | | | credits start | | +| | | | to apply in up | | +| | | | to 3 bill | | +| | | | cycles.Late | | +| | | | fees may apply | | +| | | | when bills are | | +| | | | unpaid.Customer | | +| | | | must pay | | +| | | | installments | | +| | | | until | | +| | | | then.Initially, | | +| | | | customers may | | +| | | | receive | | +| | | | multiple | | +| | | | credits at | | +| | | | onset to bring | | +| | | | them current. | | +| | | | For example, | | +| | | | when validation | | +| | | | is confirmed, | | +| | | | if the customer | | +| | | | has had two or | | +| | | | three | | +| | | | installment | | +| | | | charges, she | | +| | | | will receive | | +| | | | two or three | | +| | | | credits on one | | +| | | | bill to resolve | | +| | | | the past | | +| | | | installment | | +| | | | charges.All | | +| | | | credits after | | +| | | | the initial | | +| | | | application are | | +| | | | individual | | +| | | | monthly credits | | +| | | | based on Max | | +| | | | Bill Credit | | +| | | | outlined | | +| | | | above.If the | | +| | | | discounted | | +| | | | phone is | | +| | | | purchased with | | +| | | | down payment, | | +| | | | customer is | | +| | | | responsible for | | +| | | | down payment | | +| | | | and receives it | | +| | | | back as part of | | +| | | | the recurring | | +| | | | bill credit.If | | +| | | | customer | | +| | | | purchases more | | +| | | | expensive | | +| | | | devices or | | +| | | | higher memory | | +| | | | variants, they | | +| | | | will still only | | +| | | | receive max | | +| | | | bill credit | | +| | | | based on OEM | | +| | | | device purchase | | +| | | | .Account | | +| | | | documentation | | +| | | | will be added | | +| | | | at the back | | +| | | | end; sellers do | | +| | | | not need to | | +| | | | apply.¶ | | +| | | | Cancellations & | | +| | | | Suspensions ¶ | | +| | | | Voluntary | | +| | | | suspensions | | +| | | | will pause the | | +| | | | credit until | | +| | | | the customer’s | | +| | | | line becomes | | +| | | | active again.If | | +| | | | line is | | +| | | | cancelled, | | +| | | | credits will | | +| | | | cease; customer | | +| | | | is responsible | | +| | | | for the | | +| | | | remaining | | +| | | | balance of the | | +| | | | installment | | +| | | | plan in this | | +| | | | scenario.¶ | | +| | | | Exchanges & | | +| | | | Returns ¶ | | +| | | | Credits move to | | +| | | | the new device | | +| | | | when exchanged | | +| | | | for an eligible | | +| | | | phone.If | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | participates in | | +| | | | the promo (so | | +| | | | they don’t | | +| | | | receive their | | +| | | | Value upfront | | +| | | | and instead | | +| | | | qualify for | | +| | | | monthly | | +| | | | credits), but | | +| | | | they are within | | +| | | | their 30-day | | +| | | | period and want | | +| | | | to exchange to | | +| | | | a qualified | | +| | | | device = Promo | | +| | | | Monthly bill | | +| | | | credits | | +| | | | transferCredits | | +| | | | stop when | | +| | | | exchange is | | +| | | | made from an | | +| | | | eligible phone | | +| | | | to ineligible | | +| | | | phone/device.If | | +| | | | phone is | | +| | | | returned and | | +| | | | there is no | | +| | | | Next or EIP | | +| | | | installment on | | +| | | | the line, | | +| | | | customer will | | +| | | | not receive | | +| | | | credits.¶ | | +| | | | Price | | +| | | | Protection & | | +| | | | BRE Price | | +| | | | Protection¶ | | +| | | | All trade-ins | | +| | | | are final. | | +| | | | There is not a | | +| | | | price | | +| | | | protection | | +| | | | period for | | +| | | | trade-in | | +| | | | devices. Once | | +| | | | value has been | | +| | | | issued/given | | +| | | | for a trade-in | | +| | | | device where | | +| | | | credit has been | | +| | | | issued, it is | | +| | | | final. | | +| | | | Customers have | | +| | | | up to 30 days | | +| | | | to cancel their | | +| | | | smartphone | | +| | | | purchase. Acti | | +| | | | vations/Upgrade | | +| | | | s with a trade- | | +| | | | in that | | +| | | | occurred 30 | | +| | | | days prior to | | +| | | | offer start | | +| | | | date can | | +| | | | qualify to | | +| | | | receive the | | +| | | | offer on a | | +| | | | reactive basis. | | +| | | | Price | | +| | | | Protection | | +| | | | escalations | | +| | | | must be | | +| | | | submitted | | +| | | | within 60 days | | +| | | | of promo start | | +| | | | date. Activati | | +| | | | ons/Upgrades | | +| | | | that happen | | +| | | | after offer end | | +| | | | date (due to | | +| | | | port-in | | +| | | | failures, free | | +| | | | shipping | | +| | | | delays, and so | | +| | | | on) will be | | +| | | | honored | | +| | | | reactively. | | +| | | | Qualifying | | +| | | | purchases made | | +| | | | in the 30 days | | +| | | | before an offer | | +| | | | started can be | | +| | | | recognized by | | +| | | | submitting a | | +| | | | Price | | +| | | | Protection | | +| | | | escalation. | | +| | | | BRE for Trade- | | +| | | | In Device¶ ¶ | | +| | | | All trade-ins | | +| | | | are final (once | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | Contoso can’t give | | +| | | | back the traded | | +| | | | in phone). | | +| | | | There is not a | | +| | | | price | | +| | | | protection | | +| | | | period for the | | +| | | | trade-in | | +| | | | devices. Once | | +| | | | value has been | | +| | | | issued/given | | +| | | | for a trade-in | | +| | | | device where | | +| | | | credit has been | | +| | | | issued, it is | | +| | | | final. If | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | participates in | | +| | | | the promo (so | | +| | | | they don’t | | +| | | | receive their | | +| | | | Value upfront | | +| | | | and instead | | +| | | | qualify for | | +| | | | monthly | | +| | | | credits) but | | +| | | | they are within | | +| | | | their 30-day | | +| | | | period and want | | +| | | | to exchange to | | +| | | | a non-qualified | | +| | | | device, Contoso | | +| | | | will mail | | +| | | | customer their | | +| | | | value reward | | +| | | | card. If the | | +| | | | customer | | +| | | | returns & | | +| | | | cancels their | | +| | | | purchase, or if | | +| | | | their trade-in | | +| | | | does not meet | | +| | | | minimum value | | +| | | | after | | +| | | | inspection: ¶ | | +| | | | A one-time bill | | +| | | | credit for the | | +| | | | standard trade- | | +| | | | in value is | | +| | | | applied to the | | +| | | | customer's | | +| | | | account.Notes | | +| | | | will be added | | +| | | | to the account | | +| | | | with the | | +| | | | ineligible | | +| | | | reason.¶ BRE | | +| | | | for Purchase | | +| | | | Device¶ ¶ All | | +| | | | trade-ins are | | +| | | | final (once | | +| | | | customer trades | | +| | | | in their phone, | | +| | | | Contoso can’t give | | +| | | | back the traded | | +| | | | in phone). | | +| | | | Protection and | | +| | | | BRE are not the | | +| | | | same. | | +| | | | Customers have | | +| | | | up to 30 days | | +| | | | after purchase | | +| | | | to return or | | +| | | | exchange | | +| | | | devices. | | +| | | | Trade-ins are | | +| | | | final; | | +| | | | escalations are | | +| | | | managed on a | | +| | | | case-by-case | | +| | | | basis under the | | +| | | | manager | | +| | | | discretion | | +| | | | rules. | | +| | | | Customers who | | +| | | | purchase | | +| | | | eligible | | +| | | | devices during | | +| | | | the active | | +| | | | offer dates who | | +| | | | then make | | +| | | | exchanges | | +| | | | within their | | +| | | | 30-day BRE are | | +| | | | still | | +| | | | recognized for | | +| | | | the offer, even | | +| | | | if the BRE | | +| | | | exchange occurs | | +| | | | after the offer | | +| | | | end date. (No | | +| | | | additional | | +| | | | action is | | +| | | | required from | | +| | | | the seller/repr | | +| | | | esentative) 30 | | +| | | | Days for CRU. | | +| | | | Exclusions¶ ¶ | | +| | | | CRU and | | +| | | | FirstNet Agency | | +| | | | Paid, Extended | | +| | | | Primary, | | +| | | | FirstNet | | +| | | | Subscriber will | | +| | | | NOT be subject | | +| | | | to Source: | | ++----+----------------+----------------+------------------+--------------+ +| 76 | s the Offer | I don't | Content: | 1 | +| | Element | know. | Accessing FaST | | +| | removed from | | | Searching for | | +| | the FaST | | FANs | Search | | +| | profile when | | Filters | Wild | | +| | it expires? | | Cards Use FaST | | +| | | | to view FAN | | +| | | | profile details | | +| | | | including: | | +| | | | Account team | | +| | | | members | | +| | | | Authorized FAN | | +| | | | Contacts | | +| | | | Contract | | +| | | | information | | +| | | | FAN discounts | | +| | | | Back to Top | | +| | | | Accessing FaST | | +| | | | FaST is | | +| | | | accessible | | +| | | | from: | | +| | | | Knowledge | | +| | | | Management Link | | +| | | | Center OPUS | | +| | | | To obtain | | +| | | | logins, follow | | +| | | | your centers | | +| | | | existing system | | +| | | | access process. | | +| | | | Back to Top | | +| | | | Searching for | | +| | | | FANs Type a | | +| | | | value into the | | +| | | | search bar such | | +| | | | as company | | +| | | | name, FAN, | | +| | | | Email domain, | | +| | | | or ZIP Code. | | +| | | | Add an asterisk | | +| | | | * to the end of | | +| | | | your ZIP Code | | +| | | | to improve | | +| | | | results | | +| | | | Use the Refine | | +| | | | or Advanced | | +| | | | Search to see | | +| | | | more specific | | +| | | | search options. | | +| | | | From the search | | +| | | | results screen, | | +| | | | click the FAN | | +| | | | name to view | | +| | | | the FAN profile | | +| | | | details: | | +| | | | Offer Elements: | | +| | | | Lists | | +| | | | discounts, fee | | +| | | | waivers, and | | +| | | | other FAN-based | | +| | | | offers. | | +| | | | Customer | | +| | | | Contacts: Lists | | +| | | | Authorized | | +| | | | Order Placers | | +| | | | (AOPs) for | | +| | | | small business | | +| | | | CRU accounts. | | +| | | | Contoso Contacts: | | +| | | | Lists Contoso | | +| | | | Account Team | | +| | | | contacts. | | +| | | | Refer | | +| | | | to Customer | | +| | | | Sales Contact | | +| | | | Inquiries - | | +| | | | BCSS for | | +| | | | details on | | +| | | | requesting | | +| | | | primary sales | | +| | | | contacts. | | +| | | | Notes: Includes | | +| | | | special Contoso | | +| | | | Signature | | +| | | | Program FAN | | +| | | | attachment | | +| | | | policies and | | +| | | | other | | +| | | | instructions. | | +| | | | Back to Top | | +| | | | Search Filters | | +| | | | After | | +| | | | submitting a | | +| | | | search in FaST, | | +| | | | you see a list | | +| | | | of results | | +| | | | organized into | | +| | | | several | | +| | | | columns. At the | | +| | | | top of each | | +| | | | column is a | | +| | | | text box that | | +| | | | you can use to | | +| | | | apply | | +| | | | additional | | +| | | | filters to your | | +| | | | search results. | | +| | | | Email Domain | | +| | | | Search Email | | +| | | | or domain | | +| | | | address | | +| | | | searches are | | +| | | | often the | | +| | | | fastest way to | | +| | | | access | | +| | | | information. | | +| | | | If your | | +| | | | customer has a | | +| | | | company email | | +| | | | address, the | | +| | | | domain follows | | +| | | | the @ symbol. | | +| | | | Example: The | | +| | | | domain for john | | +| | | | @xyzcompany.com | | +| | | | is | | +| | | | xyzcompany.com. | | +| | | | If your | | +| | | | customer does | | +| | | | not have a | | +| | | | company email | | +| | | | address, ask if | | +| | | | their company | | +| | | | has a website. | | +| | | | The domain is | | +| | | | the part of the | | +| | | | Web address | | +| | | | that follows | | +| | | | the www. | | +| | | | Example: The | | +| | | | domain for http | | +| | | | ://www.smithbro | | +| | | | thers.com is sm | | +| | | | ithbrothers.com | | +| | | | Back to Top | | +| | | | Wild Cards | | +| | | | Wild cards are | | +| | | | a valuable way | | +| | | | to optimize | | +| | | | search results. | | +| | | | Here are a few | | +| | | | wild cards: | | +| | | | Quotation marks | | +| | | | ("): Use | | +| | | | quotations | | +| | | | marks to search | | +| | | | for exact | | +| | | | terms. | | +| | | | Example: | | +| | | | Searching for | | +| | | | "American Auto | | +| | | | Supplies" | | +| | | | prevents | | +| | | | American Pride | | +| | | | Auto Supplies | | +| | | | from coming up | | +| | | | in the search | | +| | | | criteria | | +| | | | Asterisk (*): | | +| | | | Add an asterisk | | +| | | | to the | | +| | | | beginning or | | +| | | | end of a word | | +| | | | to broaden | | +| | | | search results. | | +| | | | Example: | | +| | | | Searching for | | +| | | | People* Bank | | +| | | | returns | | +| | | | People's Bank, | | +| | | | Peoples' Bank, | | +| | | | and Peoples | | +| | | | Bank Tilde | | +| | | | (~): Add a | | +| | | | tilde to the | | +| | | | end of a word | | +| | | | to create a | | +| | | | fuzzy search. A | | +| | | | fuzzy search is | | +| | | | a process that | | +| | | | allows your | | +| | | | search to bring | | +| | | | up relevant | | +| | | | sites. | | +| | | | Example: | | +| | | | Searching for | | +| | | | Jay~ Electric | | +| | | | returns Jay | | +| | | | Electric, Joe | | +| | | | Electric, and | | +| | | | Bay Electric. | | +| | | | Back to Top | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer is | | +| | | | not authorized, | | +| | | | per FaST, to | | +| | | | process | | +| | | | upgrade: ¶ ¶ | | +| | | | Advise the | | +| | | | customer that, | | +| | | | per their | | +| | | | company | | +| | | | profile, you | | +| | | | are unable to | | +| | | | process the | | +| | | | request, and | | +| | | | direct them to | | +| | | | their company's | | +| | | | AOP, TCM, or | | +| | | | day-to-day | | +| | | | contact. ¶ ¶ | | +| | | | ¶ ¶ ¶ ¶ | | +| | | | Source: | | +| | | | Content: | | +| | | | Authorization | | +| | | | Instructions | | +| | | | End-User | | +| | | | Maintenance | | +| | | | Capabilities | | +| | | | Password and | | +| | | | authorization | | +| | | | instructions | | +| | | | Update Master | | +| | | | Passwords | | +| | | | Billing and | | +| | | | Ordering | | +| | | | Consolidated | | +| | | | Bill Cycle | | +| | | | Equipment | | +| | | | Payment Options | | +| | | | Preferred | | +| | | | Shipping | | +| | | | Carrier User- | | +| | | | Defined Labels | | +| | | | Customer | | +| | | | Contacts | | +| | | | Add/Remove FAN | | +| | | | contacts to | | +| | | | FaST Name or | | +| | | | Email | | +| | | | Corrections or | | +| | | | Deletions | | +| | | | Enable Web | | +| | | | Services Notes | | +| | | | Authorization | | +| | | | Instructions | | +| | | | Passwords | | +| | | | Tax ID | | +| | | | Requests not | | +| | | | listed above | | +| | | | are supported | | +| | | | through the | | +| | | | Sales team. If | | +| | | | the caller is | | +| | | | updating an | | +| | | | email address | | +| | | | or the FAN- | | +| | | | level address, | | +| | | | send a one-time | | +| | | | PIN per One- | | +| | | | Time PIN - | | +| | | | BCSS. If | | +| | | | unable to | | +| | | | validate, the | | +| | | | change cannot | | +| | | | be processed. | | +| | | | For Sales | | +| | | | supported | | +| | | | requests: | | +| | | | Enhanced Care: | | +| | | | Follow the | | +| | | | Sales | | +| | | | Notification | | +| | | | process in the | | +| | | | Contacting | | +| | | | Sales/SSO | | +| | | | section. All | | +| | | | other | | +| | | | departments: | | +| | | | Refer the | | +| | | | requestor to | | +| | | | their account | | +| | | | team. If a | | +| | | | Sales contact | | +| | | | is not listed | | +| | | | in FaST, see | | +| | | | Customer Sales | | +| | | | Contact | | +| | | | Inquiries - | | +| | | | BCSS. FAN | | +| | | | Update | | +| | | | Procedures | | +| | | | Launching the | | +| | | | SSO Chat Bot | | +| | | | Access the SSO | | +| | | | Chatbot from | | +| | | | the Link center | | +| | | | in Customer | | +| | | | Connect or | | +| | | | Click on this | | +| | | | direct link | | +| | | | You may be | | +| | | | required to log | | +| | | | in with your | | +| | | | Global login | | +| | | | the first time | | +| | | | you open the | | +| | | | application. A | | +| | | | "Permissions | | +| | | | requested" pop- | | +| | | | up appears upon | | +| | | | first launch. | | +| | | | Click Accept to | | +| | | | open the BOT. | | +| | | | Once the | | +| | | | ChatBOT is | | +| | | | launched follow | | +| | | | the prompts to | | +| | | | begin request. | | +| | | | Fill out all | | +| | | | mandatory | | +| | | | fields that are | | +| | | | indicated by a | | +| | | | star (*).  | | +| | | | Check the box | | +| | | | next to Yes to | | +| | | | acknowledge | | +| | | | that the | | +| | | | information you | | +| | | | are submitting | | +| | | | for this | | +| | | | request is | | +| | | | complete and | | +| | | | accurate to the | | +| | | | best of your | | +| | | | knowledge.  | | +| | | | Click the | | +| | | | Submit button | | +| | | | to submit your | | +| | | | request to the | | +| | | | SSO Chat Bot. | | +| | | | If you receive | | +| | | | an error from | | +| | | | your request, | | +| | | | ZNotify via MS | | +| | | | Teams will send | | +| | | | you a link to | | +| | | | chat directly | | +| | | | with a SSO Live | | +| | | | Chat Agent.  | | +| | | | Note: you must | | +| | | | be logged into | | +| | | | MS Teams to | | +| | | | receive the | | +| | | | message from | | +| | | | ZNotify. If | | +| | | | you do not have | | +| | | | access, have | | +| | | | your manager | | +| | | | request access | | +| | | | according to | | +| | | | your department | | +| | | | system access | | +| | | | steps. SSO | | +| | | | Chat BOT | | +| | | | Downtime | | +| | | | Procedure If | | +| | | | the SSO Chat | | +| | | | BOT is | | +| | | | currently offli | | +| | | | ne/unavailable, | | +| | | | please inform | | +| | | | your manager | | +| | | | and set a | | +| | | | Clarify | | +| | | | commitment to | | +| | | | submit the SSO | | +| | | | request once | | +| | | | the SSO Chat | | +| | | | BOT is | | +| | | | available. See | | +| | | | Create, Modify, | | +| | | | and Dispatch | | +| | | | Commitments - | | +| | | | Clarify Help | | +| | | | for correct | | +| | | | steps in | | +| | | | Clarify. Sales | | +| | | | Notification | | +| | | | Process - | | +| | | | Enhanced Care | | +| | | | Only Email | | +| | | | request details | | +| | | | and the name of | | +| | | | the requestor | | +| | | | to the Service | | +| | | | Manager | | +| | | | Customer | | +| | | | Relations and | | +| | | | Global Account | | +| | | | Manager listed | | +| | | | in FaST. | | +| | | | Create a | | +| | | | commitment in | | +| | | | Clarify. | | +| | | | Notify the | | +| | | | customer once | | +| | | | the request is | | +| | | | completed or a | | +| | | | response is | | +| | | | received | | +| | | | indicating the | | +| | | | request cannot | | +| | | | be completed. | | +| | | | Contact the | | +| | | | customer via | | +| | | | phone call or | | +| | | | post-call | | +| | | | notification. | | +| | | | Close the | | +| | | | commitment. | | +| | | | Set | | +| | | | Expectations | | +| | | | Completed via | | +| | | | the SSO Chat | | +| | | | Bot The | | +| | | | information has | | +| | | | been updated on | | +| | | | the profile. | | +| | | | Contact | | +| | | | updates:  | | +| | | | Premier BAN | | +| | | | Administrator | | +| | | | needs to update | | +| | | | the contacts in | | +| | | | Premier once | | +| | | | the change | | +| | | | posts. myContoso | | +| | | | Primary User | | +| | | | needs to add | | +| | | | the contact as | | +| | | | an additional | | +| | | | Secondary User. | | +| | | | Submitted via | | +| | | | Clarify Case | | +| | | | Updates process | | +| | | | within: | | +| | | | Enhanced Care: | | +| | | | 2-3 days and | | +| | | | the customer | | +| | | | will be | | +| | | | notified via | | +| | | | phone call or | | +| | | | email once | | +| | | | complete.  All | | +| | | | other | | +| | | | departments: 5 | | +| | | | business days | | +| | | | Contact | | +| | | | updates:  | | +| | | | Premier BAN | | +| | | | Administrator | | +| | | | needs to update | | +| | | | the contacts in | | +| | | | Premier once | | +| | | | the change | | +| | | | posts. myContoso | | +| | | | Primary User | | +| | | | needs to add | | +| | | | the contact as | | +| | | | an additional | | +| | | | Secondary User. | | +| | | | Additional | | +| | | | Information | | +| | | | Escalation | | +| | | | Process | | +| | | | Enhanced Care | | +| | | | When a request | | +| | | | is not complete | | +| | | | by the SLA, | | +| | | | email the | | +| | | | Profiles Team | | +| | | | and request a | | +| | | | status update. | | +| | | | If a status | | +| | | | update is not | | +| | | | provided within | | +| | | | 4 hours, email | | +| | | | Nate Hill. | | +| | | | All Other | | +| | | | Departments | | +| | | | Profiles Team | | +| | | | has up to 5 | | +| | | | business days | | +| | | | to complete the | | +| | | | FAN Profile | | +| | | | Update Clarify | | +| | | | case. If the | | +| | | | Clarify case is | | +| | | | out of Service | | +| | | | Level Agreement | | +| | | | (SLA), go to | | +| | | | Manage Cases - | | +| | | | Clarify Help > | | +| | | | Follow Up on a | | +| | | | Case to view | | +| | | | the history | | +| | | | notes for the | | +| | | | reason. If | | +| | | | additional | | +| | | | assistance is | | +| | | | needed on the | | +| | | | Clarify case, | | +| | | | send an email | | +| | | | to Nate Hill (C | | +| | | | orporate, | | +| | | | Global, Small | | +| | | | Business, and | | +| | | | Government | | +| | | | Source: | | +| | | | Content: | | +| | | | charges. | | +| | | | 14 Did the | | +| | | | discount | | +| | | | percentage | | +| | | | change | | +| | | | recently? | | +| | | | The discounting | | +| | | | percentage can | | +| | | | change for many | | +| | | | reasons, | | +| | | | including a | | +| | | | change in the | | +| | | | customer's | | +| | | | attainment | | +| | | | level or a | | +| | | | change in the | | +| | | | agreement. | | +| | | | Changes to the | | +| | | | discount | | +| | | | percentage are | | +| | | | updated within | | +| | | | 2 billing | | +| | | | cycles of the | | +| | | | change in | | +| | | | wireless line | | +| | | | count | | +| | | | contributing to | | +| | | | the attainment. | | +| | | | Reference the | | +| | | | Audit Trail | | +| | | | available in | | +| | | | FaST to view | | +| | | | some of the | | +| | | | recent changes | | +| | | | that may have | | +| | | | impacted the | | +| | | | bill cycle in | | +| | | | question. | | +| | | | If Then | | +| | | | No Was the | | +| | | | account was | | +| | | | enrolled to the | | +| | | | FAN after the | | +| | | | bill cycle end | | +| | | | date or during | | +| | | | the bill cycle | | +| | | | in question? | | +| | | | Accounts | | +| | | | enrolled after | | +| | | | the bill cycle | | +| | | | end date do not | | +| | | | receive a | | +| | | | discount until | | +| | | | the following | | +| | | | bill cycle. | | +| | | | No Continue to | | +| | | | the next step. | | +| | | | Yes - Advanced | | +| | | | Bill Account | | +| | | | See Advanced | | +| | | | Bill Account | | +| | | | details below. | | +| | | | Yes - Arrears | | +| | | | Billed Account | | +| | | | See Arrears | | +| | | | Billed Account | | +| | | | details below. | | +| | | | Yes - Advanced | | +| | | | Billed Account | | +| | | | Once the | | +| | | | discount | | +| | | | percentage has | | +| | | | been changed in | | +| | | | ROME/FaST or | | +| | | | when the | | +| | | | account has | | +| | | | been enrolled | | +| | | | to a FAN, the | | +| | | | system reflects | | +| | | | the new | | +| | | | National | | +| | | | Account | | +| | | | Discount on the | | +| | | | first calendar | | +| | | | day of the | | +| | | | following | | +| | | | month. For | | +| | | | example, if | | +| | | | ROME/FaST is | | +| | | | updated with a | | +| | | | new National | | +| | | | Account | | +| | | | Discount | | +| | | | percentage on | | +| | | | July 5, the | | +| | | | system applies | | +| | | | the new | | +| | | | discount | | +| | | | percentage on | | +| | | | August 1. | | +| | | | Assist the | | +| | | | customer in | | +| | | | understanding | | +| | | | the recent | | +| | | | changes to the | | +| | | | contract and | | +| | | | how it | | +| | | | influences the | | +| | | | discount | | +| | | | received. Do | | +| | | | not apply | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | If the customer | | +| | | | has additional | | +| | | | questions | | +| | | | regarding their | | +| | | | contract, refer | | +| | | | them to their | | +| | | | TCM or Mobility | | +| | | | Primary Sales | | +| | | | Contact listed | | +| | | | in FaST. | | +| | | | Yes - Arrears | | +| | | | Billed Account | | +| | | | Once the | | +| | | | discount | | +| | | | percentage has | | +| | | | been changed in | | +| | | | ROME/FaST, or | | +| | | | when the | | +| | | | account has | | +| | | | been enrolled | | +| | | | to a FAN, the | | +| | | | system reflects | | +| | | | the new | | +| | | | National | | +| | | | Account | | +| | | | Discount on the | | +| | | | first day of | | +| | | | the customer's | | +| | | | next billing | | +| | | | cycle. For | | +| | | | example, if | | +| | | | ROME/FaST is | | +| | | | updated with a | | +| | | | new National | | +| | | | Account | | +| | | | Discount | | +| | | | percentage on | | +| | | | July 5 and the | | +| | | | customer's bill | | +| | | | cycle close | | +| | | | date is July | | +| | | | 13, the system | | +| | | | applies the new | | +| | | | discount | | +| | | | percentage on | | +| | | | July 14. | | +| | | | Assist the | | +| | | | customer in | | +| | | | understanding | | +| | | | the recent | | +| | | | changes to the | | +| | | | contract and | | +| | | | how it | | +| | | | influences the | | +| | | | discount | | +| | | | received. Do | | +| | | | not apply | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | If the customer | | +| | | | has additional | | +| | | | questions | | +| | | | regarding their | | +| | | | contract, refer | | +| | | | them to their | | +| | | | TCM or Mobility | | +| | | | Primary Sales | | +| | | | Contact listed | | +| | | | in FaST. | | +| | | | 15 Was the FAN | | +| | | | active at the | | +| | | | time of | | +| | | | billing? In | | +| | | | FaST, review | | +| | | | the Profile | | +| | | | Status in the | | +| | | | Profile Header | | +| | | | and the | | +| | | | Effective Date | | +| | | | under the | | +| | | | Others section | | +| | | | to ensure that | | +| | | | the FAN is | | +| | | | active and was | | +| | | | activated | | +| | | | before the bill | | +| | | | cycle being | | +| | | | researched. | | +| | | | If Then | | +| | | | No Advise | | +| | | | the customer | | +| | | | inactive FANs | | +| | | | are not | | +| | | | eligible for | | +| | | | the discount. | | +| | | | Do not offer | | +| | | | adjustments for | | +| | | | valid charges. | | +| | | | Yes   | | +| | | | Submit a FAN | | +| | | | Discounting | | +| | | |  Issues Clarify | | +| | | | case (High- | | +| | | | Level Type: FAN | | +| | | | Discounting, | | +| | | | Sub Type: FAN | | +| | | | Discounting | | +| | | | Issues). | | +| | | | If the case | | +| | | | needs to be | | +| | | | manually | | +| | | | dispatched, | | +| | | | route the case | | +| | | | to the BCS- | | +| | | | Discounting-NBS | | +| | | | Clarify queue. | | +| | | | The customer is | | +| | | | not contacted | | +| | | | by the | | +| | | | Discounting | | +| | | | team. It is the | | +| | | | responsibility | | +| | | | of the | | +| | | | submitter to | | +| | | | follow-up with | | +| | | | the customer | | +| | | | once a response | | +| | | | is received. | | +| | | | Set | | +| | | | expectations: | | +| | | | Advise the | | +| | | | customer that | | +| | | | you have | | +| | | | submitted a | | +| | | | request for | | +| | | | further | | +| | | | research and | | +| | | | you will | | +| | | | contact them | | +| | | | with | | +| | | | resolution. | | +| | | | Provide the | | +| | | | case number and | | +| | | | estimated case | | +| | | | resolution | | +| | | | date. | | +| | | | Create a | | +| | | | commitment to | | +| | | | follow-up with | | +| | | | the customer. | | +| | | | Set the | | +| | | | commitment due | | +| | | | date for the | | +| | | | estimated date | | +| | | | of resolution | | +| | | | of the Clarify | | +| | | | case. Do not | | +| | | | create an | | +| | | | adjustment case | | +| | | | as credits are | | +| | | | calculated and | | +| | | | applied by the | | +| | | | offline team | | +| | | | once the | | +| | | | discounting | | +| | | | issue has been | | +| | | | addressed. FAQ | | +| | | | How does FAN- | | +| | | | based | | +| | | | discounting | | +| | | | work? A FAN is | | +| | | | set up in ROME | | +| | | | to deliver a | | +| | | | discount to | | +| | | | qualified | | +| | | | charges. When | | +| | | | the bill cuts, | | +| | | | the FAN acts | | +| | | | like a rule in | | +| | | | the biller. It | | +| | | | looks at the | | +| | | | BAN, calculates | | +| | | | Source: | | +| | | | Content: six | | +| | | | digits of the | | +| | | | order number | | +| | | | after the O. ¶ | | +| | | | ¶ ¶ ¶ 4CRU | | +| | | | with FAN - | | +| | | | Check FaST.¶ | | +| | | | Manually apply | | +| | | | profile Offer | | +| | | | Elements | | +| | | | flagged as | | +| | | | manual | | +| | | | intervention in | | +| | | | FaST. iPhone: | | +| | | | Eligibility for | | +| | | | iPhone purchase | | +| | | | is separate | | +| | | | from a | | +| | | | customer's | | +| | | | eligibility to | | +| | | | receive a | | +| | | | discounted | | +| | | | price.Some | | +| | | | contract types | | +| | | | do not charge | | +| | | | an ETF if the | | +| | | | individual line | | +| | | | of service is | | +| | | | cancelled | | +| | | | before | | +| | | | completing the | | +| | | | commitment.¶ | | +| | | | 5Review | | +| | | | equipment | | +| | | | pricing and | | +| | | | handset choices | | +| | | | with the | | +| | | | customer in | | +| | | | OPUS.¶ Use | | +| | | | OPUS to quote | | +| | | | final equipment | | +| | | | prices for | | +| | | | customers or | | +| | | | FaST, as | | +| | | | applicable.Do | | +| | | | not use the | | +| | | | Equipment | | +| | | | Pricing Grid | | +| | | | (EPG) to quote | | +| | | | or determine | | +| | | | specific | | +| | | | customer | | +| | | | pricing.Do not | | +| | | | proactively | | +| | | | offer to change | | +| | | | the equipment | | +| | | | pricing.For | | +| | | | additional | | +| | | | equipment | | +| | | | pricing | | +| | | | details, review | | +| | | | Equipment | | +| | | | Pricing Policy | | +| | | | - BCSS.¶ | | +| | | | 6Assist the | | +| | | | customer with | | +| | | | the Upgrade | | +| | | | scenario that | | +| | | | applies to | | +| | | | their CTN - | | +| | | | Contoso Next , | | +| | | | Contract | | +| | | | Pricing , or | | +| | | | No-Commitment | | +| | | | Pricing .¶ | | +| | | | Contoso NextSet | | +| | | | preliminary | | +| | | | order | | +| | | | expectations.¶ | | +| | | | Credit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Contoso Next | | +| | | | Trade-In¶ | | +| | | | Customer | | +| | | | receives a | | +| | | | return label | | +| | | | with the new | | +| | | | order to send | | +| | | | the trade-in | | +| | | | device | | +| | | | back.Trade-in | | +| | | | device must be | | +| | | | received at the | | +| | | | Contoso warehouse | | +| | | | after receipt | | +| | | | of the new | | +| | | | device.Devices | | +| | | | not received in | | +| | | | a timely manner | | +| | | | get text | | +| | | | reminders to | | +| | | | return the | | +| | | | device.Account | | +| | | | is charged the | | +| | | | remainder of | | +| | | | the installment | | +| | | | plan charges if | | +| | | | the device is | | +| | | | not received | | +| | | | after the | | +| | | | reminder | | +| | | | notifications.¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OPUS - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with the | | +| | | | Oracle Customer | | +| | | | Number:¶ | | +| | | | Ensure the | | +| | | | Oracle Customer | | +| | | | Number ( | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 77 | What happens | If the | Content: If | 10 | +| | when the | request is | the customer is | | +| | request is | denied, the | not authorized, | | +| | denied? | appropriate | per FaST, to | | +| | | reason will | process | | +| | | be selected | upgrade: ¶ ¶ | | +| | | and the | Advise the | | +| | | status will | customer that, | | +| | | be updated | per their | | +| | | in the | company | | +| | | Device | profile, you | | +| | | Unlock - | are unable to | | +| | | Subsidy | process the | | +| | | Tracker. An | request, and | | +| | | email or | direct them to | | +| | | text message | their company's | | +| | | will be sent | AOP, TCM, or | | +| | | to the | day-to-day | | +| | | customer, | contact. ¶ ¶ | | +| | | and a note | ¶ ¶ ¶ ¶ | | +| | | template | Source: | | +| | | will be used | Content: | | +| | | to document | Requests Pulled | | +| | | the denial | from Clarify ¶ | | +| | | reason and | 1Perform the | | +| | | any other | eligibility | | +| | | relevant | check for the | | +| | | information. | request in | | +| | | (Source: | TORCH. Update: | | +| | | Requests | Postpaid | | +| | | Pulled from | devices | | +| | | Clarify) | purchased at | | +| | | | full price can | | +| | | | be unlocked | | +| | | | after 60 days. | | +| | | | CRU exceptions | | +| | | | apply. Check | | +| | | | requirements at | | +| | | | Device Unlock | | | +| | | | Common Issues & | | +| | | | Questions - | | +| | | | BCSS¶ Use | | +| | | | Order Track to | | +| | | | verify date of | | +| | | | purchase. If | | +| | | | order is not | | +| | | | found, check | | +| | | | Device | | +| | | | Lifecycle (DLC) | | +| | | | for Retail | | +| | | | purchases. ¶ | | +| | | | 2What is the | | +| | | | Fraud Check | | +| | | | Eligibility | | +| | | | result?¶ | | +| | | | FailDeny the | | +| | | | request.¶ | | +| | | | Select status | | +| | | | Denied - Fraud_ | | +| | | | Subscriber in | | +| | | | Device Unlock - | | +| | | | Subsidy | | +| | | | Tracker.Use | | +| | | | step 12 in the | | +| | | | Subsidy Tracker | | +| | | | to send an | | +| | | | appropriate | | +| | | | email. Use the | | +| | | | following note | | +| | | | template: ¶ Re | | +| | | | quest:IMEI:Deni | | +| | | | al Reason: IMEI | | +| | | | was associated | | +| | | | with a CTN/BAN | | +| | | | cancelled for | | +| | | | Fraud. Email | | +| | | | sent to the | | +| | | | customer [email | | +| | | | _message].¶ | | +| | | | Paste a copy of | | +| | | | the email | | +| | | | message into | | +| | | | Clarify.Close | | +| | | | the Clarify | | +| | | | case with the | | +| | | | appropriate | | +| | | | resolution.¶ | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | validated.Rejec | | +| | | | ted | | +| | | | ineligible/PIN | | +| | | | not required | | +| | | | (noncustomer or | | +| | | | prepaid).¶ ¶ | | +| | | | PassContinue to | | +| | | | the next | | +| | | | step.N/A¶ | | +| | | | 3What is the | | +| | | | eligibility | | +| | | | check result | | +| | | | for Service/ins | | +| | | | tallment | | +| | | | contract check, | | +| | | | lost/stolen | | +| | | | check, buyer's | | +| | | | remorse, | | +| | | | prepaid check? | | +| | | | When working | | +| | | | Clarify, if you | | +| | | | see ineligible | | +| | | | for ETF or | | +| | | | Service | | +| | | | Commitment in | | +| | | | TORCH:¶ | | +| | | | Manually search | | +| | | | the CTN that | | +| | | | TORCH returned, | | +| | | | and verify if | | +| | | | the contract/in | | +| | | | stallment | | +| | | | information is | | +| | | | correct. Follow | | +| | | | the appropriate | | +| | | | procedures | | +| | | | below after | | +| | | | your manual | | +| | | | verification.¶ | | +| | | | ¶ EligibleCont | | +| | | | inue to Step | | +| | | | 4.Ineligible - | | +| | | | Pending Early | | +| | | | Termination | | +| | | | FeeCancel/Deny | | +| | | | the request | | +| | | | using the | | +| | | | appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Subsidy - | | +| | | | Denied - Commit | | +| | | | Not Complete in | | +| | | | Device Unlock - | | +| | | | Subsidy | | +| | | | Tracker. Use | | +| | | | step 12 in the | | +| | | | Subsidy Tracker | | +| | | | to send an | | +| | | | appropriate | | +| | | | email.¶ If the | | +| | | | customer does | | +| | | | not have a | | +| | | | valid email | | +| | | | address, use | | +| | | | TORCH to send a | | +| | | | text message | | +| | | | advising of the | | +| | | | cancellation | | +| | | | reason. ¶ Use | | +| | | | the following | | +| | | | note template:¶ | | +| | | | Request ID: | | +| | | | IMEI:Denial | | +| | | | Reason: Denied | | +| | | | due to service | | +| | | | commitment not | | +| | | | complete IMEI | | +| | | | tracked, close | | +| | | | case. Email | | +| | | | sent to the | | +| | | | customer [email | | +| | | | _message]¶ | | +| | | | Paste a copy of | | +| | | | the email | | +| | | | message into | | +| | | | Clarify. Close | | +| | | | the Clarify | | +| | | | case with the | | +| | | | appropriate | | +| | | | resolution.¶ | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | validated.Rejec | | +| | | | ted | | +| | | | ineligible/PIN | | +| | | | not required | | +| | | | (noncustomer or | | +| | | | prepaid).¶ ¶ | | +| | | | Ineligible - | | +| | | | Pending | | +| | | | Installment | | +| | | | ChargeValidate | | +| | | | that the | | +| | | | customer does | | +| | | | have an | | +| | | | outstanding | | +| | | | Contoso Next | | +| | | | Service | | +| | | | commitment. | | +| | | | Using the CTN | | +| | | | provided in | | +| | | | TORCH:¶ Go to | | +| | | | TLG > Queries > | | +| | | | Next | | +| | | | Installment | | +| | | | plans. Find the | | +| | | | Next plan for | | +| | | | the IMEI and | | +| | | | check the | | +| | | | status. ¶ If | | +| | | | the status is | | +| | | | Fulfilled or | | +| | | | Released, | | +| | | | continue to | | +| | | | Step 4.If the | | +| | | | status is not | | +| | | | Fulfilled or | | +| | | | Released, | | +| | | | cancel/deny the | | +| | | | request using | | +| | | | the appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Denied - ATT - | | +| | | | Next Commitment | | +| | | | in Device | | +| | | | Unlock - | | +| | | | Subsidy | | +| | | | Tracker. Use | | +| | | | step 12 in the | | +| | | | Subsidy Tracker | | +| | | | to send an | | +| | | | appropriate | | +| | | | email.¶ If the | | +| | | | customer does | | +| | | | not have a | | +| | | | valid email | | +| | | | address, use | | +| | | | TORCH to send a | | +| | | | text message | | +| | | | advising of the | | +| | | | cancellation | | +| | | | reason. ¶ Use | | +| | | | the following | | +| | | | note template:¶ | | +| | | | Request ID: | | +| | | | IMEI:Denial | | +| | | | Reason:Denied | | +| | | | due to IMEI | | +| | | | still under | | +| | | | Installment | | +| | | | Plan IMEI | | +| | | | tracked, close | | +| | | | case. Email | | +| | | | sent to the | | +| | | | customer | | +| | | | [email_message] | | +| | | | ¶ Paste a copy | | +| | | | of the email | | +| | | | message into | | +| | | | Clarify. Close | | +| | | | the Clarify | | +| | | | case with the | | +| | | | appropriate | | +| | | | resolution.¶ | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | validated.Rejec | | +| | | | ted | | +| | | | ineligible/PIN | | +| | | | not required | | +| | | | (noncustomer or | | +| | | | prepaid).¶ ¶ | | +| | | | ¶ ¶ | | +| | | | Ineligible - | | +| | | | Blacklisted | | +| | | | Device or Lost | | +| | | | DeviceCancel/De | | +| | | | ny the request | | +| | | | using the | | +| | | | appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Denied - | | +| | | | Lost/Stolen in | | +| | | | Device Unlock - | | +| | | | Subsidy | | +| | | | Tracker. Use | | +| | | | step 12 in the | | +| | | | Subsidy Tracker | | +| | | | to send an | | +| | | | appropriate | | +| | | | email.¶ If the | | +| | | | customer does | | +| | | | not have a | | +| | | | valid email | | +| | | | address, use | | +| | | | TORCH to send a | | +| | | | text message | | +| | | | advising of the | | +| | | | cancellation | | +| | | | reason. ¶ Use | | +| | | | the following | | +| | | | note template:¶ | | +| | | | Request ID: | | +| | | | IMEI:Denial | | +| | | | Reason: Denied | | +| | | | due to IMEI is | | +| | | | lost/stolen per | | +| | | | DLC IMEI | | +| | | | tracked, close | | +| | | | case. Email | | +| | | | sent to the | | +| | | | customer | | +| | | | [email_message] | | +| | | | ¶ Paste a copy | | +| | | | of the email | | +| | | | message into | | +| | | | Clarify. Close | | +| | | | the Clarify | | +| | | | case with the | | +| | | | appropriate | | +| | | | resolution.¶ | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | validated.Rejec | | +| | | | ted | | +| | | | ineligible/PIN | | +| | | | not required | | +| | | | (noncustomer or | | +| | | | prepaid Source: | | +| | | | Content: | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: Denied | | +| | | | due to SSN/Name | | +| | | | or Passcode on | | +| | | | request does | | +| | | | not match TLG¶ | | +| | | | ¶ Yes: Ensure | | +| | | | the account is | | +| | | | current with no | | +| | | | past due | | +| | | | balance.¶ If | | +| | | | the account was | | +| | | | not past due at | | +| | | | the time the | | +| | | | request was | | +| | | | submitted, and | | +| | | | became past due | | +| | | | before the | | +| | | | request was | | +| | | | received to be | | +| | | | worked | | +| | | | on,continue to | | +| | | | step 6.If the | | +| | | | account has a | | +| | | | past due | | +| | | | balance of less | | +| | | | than $5, select | | +| | | | Yes below.¶ | | +| | | | Contoso wireless | | +| | | | customer¶ | | +| | | | Telegence > | | +| | | | Header > | | +| | | | Balance ¶ | | +| | | | Unified | | +| | | | customer¶ | | +| | | | ExpressPay > | | +| | | | Make a Payment | | +| | | | section > | | +| | | | (view) Past Due | | +| | | | Balance ¶ ¶ | | +| | | | If there is a | | +| | | | past due | | +| | | | balance, deny | | +| | | | the request.¶ | | +| | | | Select status | | +| | | | Denied/ Past | | +| | | | DueUse the | | +| | | | following note | | +| | | | template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: Denied | | +| | | | due to past due | | +| | | | balance. ¶ ¶ | | +| | | | ¶ ¶ Postpaid | | +| | | | - MilitaryHave | | +| | | | deployment | | +| | | | orders been | | +| | | | provided (fax | | +| | | | or email) with | | +| | | | the request?¶ | | +| | | | Deployment | | +| | | | orders are for | | +| | | | a Temporary | | +| | | | Duty Change or | | +| | | | Permanent | | +| | | | Change of | | +| | | | Station¶ ¶ | | +| | | | YesHas the IMEI | | +| | | | form the | | +| | | | request been | | +| | | | active in the | | +| | | | past or present | | +| | | | on the CTN from | | +| | | | the request?¶ | | +| | | | No: Cancel/Deny | | +| | | | the request | | +| | | | using the | | +| | | | appropriate | | +| | | | reason.¶ If | | +| | | | any of the | | +| | | | following | | +| | | | apply, the | | +| | | | customer is not | | +| | | | eligible for an | | +| | | | unlock:¶ | | +| | | | Deployment | | +| | | | orders have not | | +| | | | been provided. | | +| | | | The customer is | | +| | | | not listed as | | +| | | | an active | | +| | | | service member | | +| | | | in the DOD | | +| | | | Database.The | | +| | | | IMEI from the | | +| | | | request has not | | +| | | | been active in | | +| | | | the past or | | +| | | | present on the | | +| | | | CTN from the | | +| | | | request.¶ Set | | +| | | | request to | | +| | | | Denied/No | | +| | | | Military Proof | | +| | | | Docs.Select the | | +| | | | appropriate | | +| | | | note template¶ | | +| | | | Military Denial | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: Denied | | +| | | | due to customer | | +| | | | not listed as | | +| | | | active service | | +| | | | member in DOD | | +| | | | database. | | +| | | | Denial Reason: | | +| | | | Denied due to | | +| | | | orders received | | +| | | | /customer could | | +| | | | not be | | +| | | | validated. | | +| | | | Explanation: [w | | +| | | | hy_orders_were_ | | +| | | | not_validated] | | +| | | | The document | | +| | | | received does | | +| | | | not qualify to | | +| | | | unlock device. | | +| | | | Explanation: [w | | +| | | | hat_was_receive | | +| | | | d_and_why_it_do | | +| | | | es_not_qualify] | | +| | | | Denial Reason: | | +| | | | Denied due to | | +| | | | orders not | | +| | | | received. | | +| | | | Denial Reason: | | +| | | | Denied due to | | +| | | | orders received | | +| | | | /customer could | | +| | | | not be | | +| | | | validated. | | +| | | | Explanation: [w | | +| | | | hy_orders_were_ | | +| | | | not_validated] | | +| | | | ¶ ¶ Yes: | | +| | | | Validate the | | +| | | | customer's | | +| | | | information. ¶ | | +| | | | In TLG, from | | +| | | | the CTN from | | +| | | | the online | | +| | | | request:¶ | | +| | | | Verify OCE | | +| | | | Verified Queue: | | +| | | | Does OCE have a | | +| | | | Sub Stats of | | +| | | | Verified? ¶ If | | +| | | | yes, select Yes | | +| | | | below. If no, | | +| | | | move to step 2 | | +| | | | and 3 below. ¶ | | +| | | | Verify Name: | | +| | | | Does the name | | +| | | | on the request | | +| | | | match TLG? ¶ | | +| | | | If yes, | | +| | | | continue to the | | +| | | | next question. | | +| | | | If no, select | | +| | | | No below. ¶ | | +| | | | Verify | | +| | | | Passcode: If | | +| | | | there is a | | +| | | | passcode in | | +| | | | TLG, is it | | +| | | | (listed | | +| | | | correctly) on | | +| | | | the online | | +| | | | request? ¶ If | | +| | | | yes or there is | | +| | | | no TLG | | +| | | | passcode, | | +| | | | select Yes | | +| | | | below. If no, | | +| | | | select No | | +| | | | below. ¶ ¶ ¶ | | +| | | | Are you able to | | +| | | | verify the | | +| | | | customer?No: | | +| | | | Deny/Cancel the | | +| | | | request using | | +| | | | the appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Denied/No | | +| | | | Military Proof | | +| | | | DocsSelect the | | +| | | | appropriate | | +| | | | note template¶ | | +| | | | Military Denial | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: Denied | | +| | | | due to customer | | +| | | | not listed as | | +| | | | active service | | +| | | | member in DOD | | +| | | | database. | | +| | | | Denial Reason: | | +| | | | Denied due to | | +| | | | orders received | | +| | | | /customer could | | +| | | | not be | | +| | | | validated. | | +| | | | Explanation: [w | | +| | | | hy_orders_were_ | | +| | | | not_validated] | | +| | | | The document | | +| | | | received does | | +| | | | not qualify to | | +| | | | unlock device. | | +| | | | Explanation: [w | | +| | | | hat_was_receive | | +| | | | d_and_why_it_do | | +| | | | es_not_qualify] | | +| | | | Denial Reason: | | +| | | | Denied due to | | +| | | | orders not | | +| | | | received. | | +| | | | Denial Reason: | | +| | | | Denied due to | | +| | | | orders received | | +| | | | /customer could | | +| | | | not be | | +| | | | validated. | | +| | | | Explanation: [w | | +| | | | hy_orders_were_ | | +| | | | not_validated] | | +| | | | ¶ ¶ Yes: | | +| | | | Ensure the | | +| | | | account is | | +| | | | current with no | | +| | | | past due | | +| | | | balance.¶ If | | +| | | | the account was | | +| | | | not past due at | | +| | | | the time the | | +| | | | request was | | +| | | | submitted, and | | +| | | | became past due | | +| | | | before the | | +| | | | request was | | +| | | | received to be | | +| | | | worked on, | | +| | | | continue to | | +| | | | step 6.If the | | +| | | | account has a | | +| | | | past due | | +| | | | balance of less | | +| | | | than $5, select | | +| | | | Yes below.¶ | | +| | | | Contoso wireless | | +| | | | customer¶ | | +| | | | Telegence > | | +| | | | Header > | | +| | | | Balance ¶ | | +| | | | Unified | | +| | | | customer¶ | | +| | | | ExpressPay > | | +| | | | Make a Payment | | +| | | | section > | | +| | | | (view) Past Due | | +| | | | Balance ¶ ¶ | | +| | | | Source: | | +| | | | Content: ¶ | | +| | | | Continue to the | | +| | | | next step.¶ | | +| | | | 11Continue | | +| | | | based on the | | +| | | | IMEI check | | +| | | | results.¶ | | +| | | | ResultActionYes | | +| | | | - SamsungIf the | | +| | | | code is not in | | +| | | | TORCH:¶ Pend | | +| | | | the request to | | +| | | | the | | +| | | | manufacturer.¶ | | +| | | | A manager will | | +| | | | follow up with | | +| | | | the | | +| | | | manufacturer to | | +| | | | retrieve the | | +| | | | code. ¶ Once | | +| | | | it is | | +| | | | available, | | +| | | | follow the | | +| | | | process and | | +| | | | close the | | +| | | | request. ¶ | | +| | | | Where you able | | +| | | | to unlock the | | +| | | | phone?¶ ¶ | | +| | | | YesApprove the | | +| | | | request using | | +| | | | the appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Closed - | | +| | | | Released Code | | +| | | | Device Unlock - | | +| | | | Subsidy Tracker | | +| | | | and send | | +| | | | appropriate | | +| | | | email.¶ If the | | +| | | | customer does | | +| | | | not have a | | +| | | | valid email | | +| | | | address, use | | +| | | | TORCH to send a | | +| | | | text message | | +| | | | advising of the | | +| | | | cancellation | | +| | | | reason. ¶ Use | | +| | | | the following | | +| | | | note template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Approved | | +| | | | - Unlock Code: | | +| | | | IMEI tracked, | | +| | | | close case. | | +| | | | Email sent to | | +| | | | the customer [e | | +| | | | mail_message]¶ | | +| | | | Paste a copy of | | +| | | | the email | | +| | | | message into | | +| | | | Clarify. Close | | +| | | | the Clarify | | +| | | | case with the | | +| | | | appropriate | | +| | | | resolution.¶ | | +| | | | Approved/PIN | | +| | | | validated | | +| | | | Approved/PIN | | +| | | | not required | | +| | | | (noncustomer or | | +| | | | prepaid) ¶ ¶ | | +| | | | NoDeny/Cancel | | +| | | | the request | | +| | | | using the | | +| | | | appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Closed - Code | | +| | | | Not Available | | +| | | | Device Unlock - | | +| | | | Subsidy Tracker | | +| | | | and send | | +| | | | appropriate | | +| | | | email.¶ If the | | +| | | | customer does | | +| | | | not have a | | +| | | | valid email | | +| | | | address, use | | +| | | | TORCH to send a | | +| | | | text message | | +| | | | advising of the | | +| | | | cancellation | | +| | | | reason. ¶ Use | | +| | | | the following | | +| | | | note template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Per | | +| | | | manufacturer no | | +| | | | code available | | +| | | | for IMEI | | +| | | | Updated Subsidy | | +| | | | Tracker Status | | +| | | | to Closed - | | +| | | | Code Not | | +| | | | Available in | | +| | | | field Sent | | +| | | | email to | | +| | | | customer from | | +| | | | Subsidy [email_ | | +| | | | message]¶ | | +| | | | Paste a copy of | | +| | | | the email | | +| | | | message into | | +| | | | Clarify. Close | | +| | | | the Clarify | | +| | | | case with the | | +| | | | appropriate | | +| | | | resolution.¶ | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | validated | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | not required | | +| | | | (noncustomer or | | +| | | | prepaid)¶ ¶ ¶ | | +| | | | Yes - | | +| | | | iPhoneCheck DLC | | +| | | | to verify | | +| | | | network | | +| | | | activity. Does | | +| | | | the IMEI have | | +| | | | network | | +| | | | activity?¶ | | +| | | | YesUpdate | | +| | | | Clarify If | | +| | | | there is a | | +| | | | Clarify case | | +| | | | and no unlock | | +| | | | code:¶ Track | | +| | | | all IMEIs in | | +| | | | Device Unlock - | | +| | | | Subsidy Tracker | | +| | | | with request | | +| | | | status Pending | | +| | | | - For | | +| | | | Manufacturer. | | +| | | | Dispatch the | | +| | | | Clarify request | | +| | | | to Device- | | +| | | | Unlock-BOFC- | | +| | | | Consumer- | | +| | | | Pending.¶ | | +| | | | Nokia non- | | +| | | | Lumia: Dispatch | | +| | | | to Device- | | +| | | | Unlock-BOFC | | +| | | | Consumer- | | +| | | | Pending Nokia | | +| | | | for follow up | | +| | | | by the | | +| | | | specialized | | +| | | | team. Refer to | | +| | | | Clarify Help: | | +| | | | Dispatching a | | +| | | | Case. ¶ Use | | +| | | | the following | | +| | | | note template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Unable to | | +| | | | unlock device | | +| | | | using Torch, | | +| | | | setting for | | +| | | | follow up with | | +| | | | Manufacturer | | +| | | | IMEI tracked, | | +| | | | dispatch case | | +| | | | to appropriate | | +| | | | queue for | | +| | | | follow-up. [ema | | +| | | | il_message]¶ | | +| | | | Paste a copy of | | +| | | | the email | | +| | | | message into | | +| | | | Clarify. ¶ | | +| | | | NoDeny/Cancel | | +| | | | the request | | +| | | | using the | | +| | | | appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Denied - Non | | +| | | | ATT Device | | +| | | | Device Unlock - | | +| | | | Subsidy Tracker | | +| | | | and send | | +| | | | appropriate | | +| | | | email.¶ If the | | +| | | | customer does | | +| | | | not have a | | +| | | | valid email | | +| | | | address, use | | +| | | | TORCH to send a | | +| | | | text message | | +| | | | advising of the | | +| | | | cancellation | | +| | | | reason. ¶ Use | | +| | | | the following | | +| | | | note template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: Denied | | +| | | | due to IMEI is | | +| | | | not valid IMEI | | +| | | | tracked, close | | +| | | | case. Email | | +| | | | sent to the | | +| | | | customer [email | | +| | | | _message]¶ | | +| | | | Paste a copy of | | +| | | | the email | | +| | | | message into | | +| | | | Clarify. Close | | +| | | | the Clarify | | +| | | | case with the | | +| | | | appropriate | | +| | | | resolution.¶ | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | validated | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | not required | | +| | | | (noncustomer or | | +| | | | prepaid)¶ ¶ ¶ | | +| | | | Yes - UnknownDe | | +| | | | ny/Cancel the | | +| | | | request using | | +| | | | the appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Denied - Non | | +| | | | ATT Device | | +| | | | Device Unlock - | | +| | | | Subsidy Tracker | | +| | | | and send | | +| | | | appropriate | | +| | | | email.¶ If the | | +| | | | customer does | | +| | | | not have a | | +| | | | valid email | | +| | | | address, use | | +| | | | TORCH to send a | | +| | | | text message | | +| | | | advising of the | | +| | | | cancellation | | +| | | | reason. ¶ Use | | +| | | | the following | | +| | | | note template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: Denied | | +| | | | due to IMEI is | | +| | | | not valid IMEI | | +| | | | tracked, close | | +| | | | case. Email | | +| | | | sent to the | | +| | | | customer [email | | +| | | | _message]¶ | | +| | | | Paste a copy of | | +| | | | the email | | +| | | | message into | | +| | | | Clarify. Close | | +| | | | the Clarify | | +| | | | case with the | | +| | | | appropriate | | +| | | | resolution.¶ | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | validated | | +| | | | Rejected | | +| | | | ineligible/PIN | | +| | | | not required | | +| | | | (noncustomer or | | +| | | | prepaid)¶ ¶ | | +| | | | Yes - Amazon, | | +| | | | Apple iPad, | | +| | | | Garmin, Lenovo, | | +| | | | Cricket, | | +| | | | TracFone, CT | | +| | | | AsiaDeny/Cancel | | +| | | | the request | | +| | | | using the | | +| | | | appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Closed - Code | | +| | | | Not Available | | +| | | | Device Unlock - | | +| | | | Subs Source: | | +| | | | Content: .¶ | | +| | | | Select status | | +| | | | Denied/Lost | | +| | | | StolenUse the | | +| | | | following note | | +| | | | template:¶ | | +| | | | Request ID: | | +| | | | IMEI:Denial | | +| | | | Reason: Denied | | +| | | | due to IMEI is | | +| | | | lost/stolen per | | +| | | | DLC IMEI | | +| | | | tracked, close | | +| | | | case. Email | | +| | | | sent to the | | +| | | | customer | | +| | | | [email_message] | | +| | | | ¶ ¶ | | +| | | | Ineligible - | | +| | | | Pending BRE Per | | +| | | | iodCancel/Deny | | +| | | | the request | | +| | | | using the | | +| | | | appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Denied/BRE | | +| | | | Period Use the | | +| | | | following note | | +| | | | template:¶ | | +| | | | Request ID: | | +| | | | IMEI:Denial | | +| | | | Reason: Denied | | +| | | | due to IMEI | | +| | | | still under | | +| | | | contract BRE | | +| | | | period has not | | +| | | | been completed | | +| | | | ¶ ¶ | | +| | | | Ineligible - No | | +| | | | Unlock Code - | | +| | | | Non Apple | | +| | | | DeviceContinue | | +| | | | to Step | | +| | | | 4.Ineligible - | | +| | | | Never activated | | +| | | | on network or | | +| | | | Nota active 180 | | +| | | | days | | +| | | | yetCancel/Deny | | +| | | | the request | | +| | | | using the | | +| | | | appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Denied/Contoso | | +| | | | PREPAID | | +| | | | Commitment Not | | +| | | | CompleteUse the | | +| | | | following note | | +| | | | template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: Denied | | +| | | | due to network | | +| | | | activity less | | +| | | | than 6 months | | +| | | | on CTN¶ ¶ No | | +| | | | data found, | | +| | | | N/A, or | | +| | | | UndefinedWhat | | +| | | | is the | | +| | | | Lost/Stolen | | +| | | | Check | | +| | | | Eligibility | | +| | | | result?¶ | | +| | | | FailCancel/Deny | | +| | | | the request | | +| | | | using the | | +| | | | appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Denied/Lost | | +| | | | StolenUse the | | +| | | | following note | | +| | | | template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: Denied | | +| | | | due to IMEI is | | +| | | | lost/stolen per | | +| | | | DLC ¶ ¶ | | +| | | | PassIdentify | | +| | | | the activation | | +| | | | type in DLC.¶ | | +| | | | Prepaid Only - | | +| | | | First Use Date: | | +| | | | Blank or less | | +| | | | than 6 months:¶ | | +| | | | Cancel/Deny the | | +| | | | request using | | +| | | | the appropriate | | +| | | | reason.¶ | | +| | | | Select status | | +| | | | Denied/Contoso | | +| | | | PREPAID | | +| | | | Commitment Not | | +| | | | CompleteUse the | | +| | | | following note | | +| | | | template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: Denied | | +| | | | due to network | | +| | | | activity less | | +| | | | than 6 months | | +| | | | on CTN¶ ¶ ¶ | | +| | | | Prepaid only - | | +| | | | First Use Date: | | +| | | | Blank or less | | +| | | | than 6 months¶ | | +| | | | Continue to | | +| | | | Step 4.¶ | | +| | | | Postpaid only | | +| | | | or blank¶ | | +| | | | Continue to | | +| | | | Step 4.¶ ¶ ¶ | | +| | | | ¶ 4In | | +| | | | Telegence, pull | | +| | | | up the CTN from | | +| | | | the online | | +| | | | request. What | | +| | | | type of account | | +| | | | is the CTN on?¶ | | +| | | | BusinessCheck | | +| | | | the FAN in | | +| | | | FaST. Verify | | +| | | | that there are | | +| | | | no free-form | | +| | | | notes in FAN | | +| | | | Profile > Notes | | +| | | | specifically | | +| | | | restrict from | | +| | | | unlocking | | +| | | | equipment. ¶ | | +| | | | No | | +| | | | Restrictions: | | +| | | | Continue to | | +| | | | Step | | +| | | | 5.Restricted: | | +| | | | Cancel/Deny the | | +| | | | request using | | +| | | | the appropriate | | +| | | | reason.¶ | | +| | | | Select status D | | +| | | | enied/Fraud_Sub | | +| | | | scriber Use the | | +| | | | following note | | +| | | | template:¶ | | +| | | | Request ID: | | +| | | | IMEI: Denial | | +| | | | Reason: IMEI | | +| | | | was associated | | +| | | | with CTN/BAN | | +| | | | cancelled for | | +| | | | Fraud.¶ ¶ | | +| | | | Military¶ | | +| | | | Update Clarify. | | +| | | | If there is a | | +| | | | Clarify case | | +| | | | and no unlock | | +| | | | code:¶ ¶ | | +| | | | Track all IMEIs | | +| | | | in Device | | +| | | | Unlock - | | +| | | | Subsidy Tracker | | +| | | | with request | | +| | | | status Pending | | +| | | | - For | | +| | | | Manufacturer. | | +| | | | Dispatch the | | +| | | | Clarify request | | +| | | | to Device- | | +| | | | Unlock-BOFC- | | +| | | | Consumer- | | +| | | | Pending.¶ | | +| | | | Nokia non- | | +| | | | Lumia: Dispatch | | +| | | | to Device- | | +| | | | Unlock-BOFC | | +| | | | Consumer- | | +| | | | Pending Nokia | | +| | | | for follow-up | | +| | | | by the | | +| | | | specialized | | +| | | | team. ¶ Paste | | +| | | | a copy of the | | +| | | | email message | | +| | | | into Clarify. | | +| | | | The Follow-up | | +| | | | Team researches | | +| | | | the request and | | +| | | | helps provide | | +| | | | resolution.Note | | +| | | | Template:¶ | | +| | | | Request ID: | | +| | | | IMEI:Unable to | | +| | | | unlock device | | +| | | | using Torch, | | +| | | | setting for | | +| | | | follow up with | | +| | | | Manufacturer | | +| | | | IMEI tracked, | | +| | | | dispatch case | | +| | | | to appropriate | | +| | | | queue for | | +| | | | follow-up. | | +| | | | [email_message] | | +| | | | ¶ ¶ ¶ Postpa | | +| | | | idValidate the | | +| | | | customer's | | +| | | | information. ¶ | | +| | | | In TLG, from | | +| | | | the CTN from | | +| | | | the online | | +| | | | request:¶ | | +| | | | Verify OCE | | +| | | | Verified Queue: | | +| | | | Does OCE have a | | +| | | | Sub Stats of | | +| | | | Verified?¶ If | | +| | | | yes, select Yes | | +| | | | below.If no, | | +| | | | move to step 2 | | +| | | | and 3 below. ¶ | | +| | | | Verify Name: | | +| | | | Does the name | | +| | | | on the request | | +| | | | match TLG? ¶ | | +| | | | If yes, | | +| | | | continue to the | | +| | | | next question. | | +| | | | If no, select | | +| | | | No below. ¶ | | +| | | | Verify | | +| | | | Passcode: If | | +| | | | there is a | | +| | | | passcode in | | +| | | | TLG, is it | | +| | | | (listed | | +| | | | correctly) on | | +| | | | the online | | +| | | | request? ¶ If | | +| | | | yes or there is | | +| | | | no TLG | | +| | | | passcode, | | +| | | | select Yes | | +| | | | below. If no, | | +| | | | select No | | +| | | | below. ¶ ¶ ¶ | | +| | | | Are you able to | | +| | | | verify the | | +| | | | customer?¶ No: | | +| | | | Deny/Cancel the | | +| | | | request using | | +| | | | the appropriate | | +| | | | reason.¶ ¶ | | +| | | | Select status | | +| | | | Denied/Unable | | +| | | | to VerifyUse | | +| | | | the following | | +| | | | note template:¶ | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 78 | What are the | The primary | Content: The | 10 | +| | primary | features of | Connected Car | | +| | features of | the | Wi-Fi Hotspot | | +| | the | Connected | is embedded | | +| | Connected | Car Wi-Fi | wireless | | +| | Car Wi-Fi | Hotspot | connectivity in | | +| | Hotspot? | include 4G | eligible | | +| | | LTE wireless | General Motors | | +| | | connectivity | (GM) vehicles | | +| | | on the | to provide | | +| | | strongest | Internet | | +| | | LTE network | connectivity | | +| | | with fast | for up to 7 Wi- | | +| | | data speeds, | Fi enabled | | +| | | built-in | devices, | | +| | | vehicle | including | | +| | | connectivity | smartphones, | | +| | | with a | tablets, | | +| | | powerful | equipped | | +| | | vehicle | laptops, and | | +| | | antenna, Wi- | handheld gaming | | +| | | Fi hotspot | devices.¶ ¶ | | +| | | for | The primary | | +| | | convenient, | features of the | | +| | | affordable | Connected Car | | +| | | wireless con | Wi-Fi Hotspot:¶ | | +| | | nectivity, | ¶ 4G LTE | | +| | | the option | wireless | | +| | | to connect | connectivity on | | +| | | up to 7 | the strongest | | +| | | devices to | LTE network | | +| | | connect your | with fast data | | +| | | remote job | speeds Built- | | +| | | site | in vehicle | | +| | | personnel or | connectivity | | +| | | passengers, | with a powerful | | +| | | and the | vehicle antenna | | +| | | ability to | Wi-Fi hotspot | | +| | | maintain a | for convenient, | | +| | | connection | affordable | | +| | | up to 50 | wireless | | +| | | feet from | connectivity | | +| | | the vehicle. | Option to | | +| | | (Source: | connect up to 7 | | +| | | context) | devices to | | +| | | | connect your | | +| | | | remote job site | | +| | | | personnel or | | +| | | | passengers | | +| | | | Maintain a | | +| | | | connection up | | +| | | | to 50 feet from | | +| | | | the vehicle | | +| | | | Business | | +| | | | customers who | | +| | | | sign an | | +| | | | agreement with | | +| | | | Contoso, and | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions for | | +| | | | that agreement, | | +| | | | receive program | | +| | | | benefits, which | | +| | | | include account | | +| | | | management, | | +| | | | promotional | | +| | | | elements, and c | | +| | | | ommunications.¶ | | +| | | | ¶ Benefits | | +| | | | Business | | +| | | | Customer | | +| | | | Services - | | +| | | | Dedicated | | +| | | | account | | +| | | | management for | | +| | | | authorized | | +| | | | order placers | | +| | | | (AOPs) and | | +| | | | access to | | +| | | | specialized | | +| | | | customer | | +| | | | support. | | +| | | | Business | | +| | | | Discounts - | | +| | | | Depending on | | +| | | | the version of | | +| | | | the business | | +| | | | agreement and | | +| | | | the number of | | +| | | | wireless lines | | +| | | | activated, the | | +| | | | customer may | | +| | | | qualify to | | +| | | | receive | | +| | | | discounts off | | +| | | | their monthly | | +| | | | recurring | | +| | | | charges. | | +| | | | Convenient | | +| | | | Account | | +| | | | Management in | | +| | | | Premier - | | +| | | | Manage your | | +| | | | account | | +| | | | anytime, | | +| | | | anywhere, with | | +| | | | your customized | | +| | | | Premier Online | | +| | | | portal, | | +| | | | featuring | | +| | | | online support, | | +| | | | account | | +| | | | management | | +| | | | tools, billing | | +| | | | analysis tools, | | +| | | | and online chat | | +| | | | for instant | | +| | | | connection. GM | | +| | | | is a leader in | | +| | | | U.S. automotive | | +| | | | sales, selling | | +| | | | vehicles under | | +| | | | the Buick, | | +| | | | Cadillac, | | +| | | | Chevrolet, and | | +| | | | GMC brand | | +| | | | names.¶ ¶ | | +| | | | OnStar services | | +| | | | are sold | | +| | | | separately and | | +| | | | offer | | +| | | | additional | | +| | | | features to GM | | +| | | | customers, such | | +| | | | as connected | | +| | | | safety, | | +| | | | security, and | | +| | | | mobility | | +| | | | solutions, and | | +| | | | advanced | | +| | | | technology in | | +| | | | vehicles in GM | | +| | | | vehicles. Learn | | +| | | | more at | | +| | | | OnStar.¶ ¶ | | +| | | | Support BM IoT | | +| | | | provides Tier 1 | | +| | | | provisioning, | | +| | | | billing, and | | +| | | | connectivity | | +| | | | support. Their | | +| | | | contact number | | +| | | | is 866.563.4703 | | +| | | | or customers | | +| | | | can call the | | +| | | | main | | +| | | | 800.331.0500. | | +| | | | If the customer | | +| | | | enters the | | +| | | | phone number | | +| | | | associated to | | +| | | | the vehicle | | +| | | | into the IVR, | | +| | | | it routes | | +| | | | correctly. If | | +| | | | you are not an | | +| | | | BM IoT | | +| | | | representative | | +| | | | refer to the BM | | +| | | | IoT Call | | +| | | | Handling and | | +| | | | Tracking - Non- | | +| | | | ASCS policy in | | +| | | | Related Links | | +| | | | to determine | | +| | | | transfer | | +| | | | procedures. | | +| | | | Access to | | +| | | | articles in | | +| | | | Related Links | | +| | | | is restricted | | +| | | | based on your | | +| | | | myCSP profile. | | +| | | | Note: It is | | +| | | | mandatory to | | +| | | | transfer calls | | +| | | | to BM IoT | | +| | | | during normal | | +| | | | business hours. | | +| | | | Refer to the | | +| | | | Directory for | | +| | | | details. | | +| | | | Source: | | +| | | | Content: Mobile | | +| | | | Hotspots | | +| | | | provide instant | | +| | | | access to the | | +| | | | Internet over | | +| | | | Contoso's mobile | | +| | | | broadband | | +| | | | network using a | | +| | | | device's Wi-Fi | | +| | | | functionality. | | +| | | | The term Mobile | | +| | | | Hotspot can | | +| | | | describe a | | +| | | | data-only | | +| | | | mobile Internet | | +| | | | device or a | | +| | | | smartphone | | +| | | | feature. Any | | +| | | | Wi-Fi enabled | | +| | | | device should | | +| | | | be able to | | +| | | | connect to the | | +| | | | Mobile | | +| | | | Hotspot:  | | +| | | | This includes, | | +| | | | but is not | | +| | | | limited to | | +| | | | laptops, | | +| | | | tablets, and | | +| | | | digital | | +| | | | cameras. | | +| | | | Average network | | +| | | | speeds depend | | +| | | | on the number | | +| | | | of devices | | +| | | | connected and | | +| | | | how the | | +| | | | connected | | +| | | | devices are | | +| | | | using data. | | +| | | | Mobile Hotspots | | +| | | | can typically | | +| | | | connect 10 | | +| | | | devices: | | +| | | | This number | | +| | | | varies based on | | +| | | | the device. | | +| | | | Enabling Mobile | | +| | | | Hotspot | | +| | | | disconnects the | | +| | | | device from any | | +| | | | active Wi-Fi | | +| | | | session and | | +| | | | connects it to | | +| | | | Contoso's mobile | | +| | | | network. | | +| | | | Mobile Hotspot | | +| | | | has a range of | | +| | | | about 150 feet | | +| | | | indoors and a | | +| | | | greater range | | +| | | | outdoors: | | +| | | | The range | | +| | | | varies | | +| | | | depending on | | +| | | | the device and | | +| | | | material | | +| | | | between the | | +| | | | hotspot and the | | +| | | | user. Mobile | | +| | | | Hotspot is not | | +| | | | available for | | +| | | | video game | | +| | | | consoles such | | +| | | | as PlayStation. | | +| | | | Need to | | +| | | | troubleshoot | | +| | | | Mobile Hotspot? | | +| | | | See the | | +| | | | Hotspots flow | | +| | | | in the | | +| | | | Troubleshoot & | | +| | | | Resolve (TS&R) | | +| | | | tool. Customers | | +| | | | can access | | +| | | | troubleshooting | | +| | | | flows any time | | +| | | | via myContoso or | | +| | | | online at att.c | | +| | | | om/support. | | +| | | | Data | | +| | | | charges apply. | | +| | | | Charges are | | +| | | | based on the | | +| | | | customer's | | +| | | | current plan. | | +| | | | To avoid | | +| | | | unnecessary | | +| | | | data charges, | | +| | | | recommend that | | +| | | | the customer | | +| | | | turn off | | +| | | | Personal | | +| | | | Hotspot when | | +| | | | not in use. A | | +| | | | data rate plan | | +| | | | with tethering | | +| | | | is required for | | +| | | | Mobile Hotspot- | | +| | | | enabled | | +| | | | devices: | | +| | | | Refer to rate | | +| | | | plan articles | | +| | | | in Related | | +| | | | Links for | | +| | | | details. Access | | +| | | | to articles in | | +| | | | Related Links | | +| | | | is restricted | | +| | | | based on your | | +| | | | Customer | | +| | | | Connect | | +| | | | profile. | | +| | | | Customers can | | +| | | | access | | +| | | | instructions | | +| | | | for enabling | | +| | | | hotspot anytime | | +| | | | using myContoso or | | +| | | | att.com/devices | | +| | | | upport. | | +| | | | Customers | | +| | | | without a plan | | +| | | | that includes | | +| | | | tethering can | | +| | | | change their | | +| | | | plan any time | | +| | | | via myContoso. | | +| | | | Contoso Wi-Fi | | +| | | | Manager http:/ | | +| | | | /attwifimanager | | +| | | | can only be | | +| | | | accessed from | | +| | | | the phone, | | +| | | | tablet, or | | +| | | | laptop | | +| | | | connected to | | +| | | | the mobile | | +| | | | hotspot device. | | +| | | | Mobile Internet | | +| | | | Devices Mobile | | +| | | | Internet | | +| | | | devices are | | +| | | | compact and | | +| | | | portable data- | | +| | | | only devices, | | +| | | | giving users a | | +| | | | way to stay | | +| | | | connected on | | +| | | | the go. Select | | +| | | | mobile Internet | | +| | | | devices can be | | +| | | | activated as an | | +| | | | Contoso PREPAID | | +| | | | Mobile Hotspot: | | +| | | | Customers are | | +| | | | given the | | +| | | | option to | | +| | | | select a weekly | | +| | | | or monthly | | +| | | | plan.  Contoso | | +| | | | PREPAID plans | | +| | | | can be changed | | +| | | | at any time. | | +| | | | Mobile Internet | | +| | | | devices can be | | +| | | | activated on a | | +| | | | postpaid | | +| | | | account with a | | +| | | | standalone or a | | +| | | | Mobile Share | | +| | | | plan. Using | | +| | | | Mobile Internet | | +| | | | Devices for | | +| | | | Gaming The | | +| | | | Nighthawk LTE | | +| | | | Mobile Hotspot | | +| | | | Router (MR1100) | | +| | | | and NETGEAR | | +| | | | Nighthawk 5G | | +| | | | Mobile Hotspot | | +| | | | (MR5000) are | | +| | | | the only | | +| | | | devices that | | +| | | | can be used as | | +| | | | a router for | | +| | | | game consoles | | +| | | | at this time.  | | +| | | | A software upda | | +| | | | te was released | | +| | | | in September of | | +| | | | 2018 to update | | +| | | | the Network | | +| | | | Address | | +| | | | Translation | | +| | | | (NAT) | | +| | | | configuration | | +| | | | for gaming on | | +| | | | the Nighthawk | | +| | | | LTE Mobile | | +| | | | Hotspot Router | | +| | | | (MR1100) to | | +| | | | work. The user | | +| | | | may need to | | +| | | | turn on UPnP in | | +| | | | device settings | | +| | | | if unable to | | +| | | | use the router | | +| | | | for gaming. | | +| | | | Universal Plug | | +| | | | and Play (UPnP) | | +| | | | Internet | | +| | | | Gateway Device | | +| | | | (IGD) Version | | +| | | | is a setting | | +| | | | that allows the | | +| | | | user to | | +| | | | configure the | | +| | | | ports necessary | | +| | | | to facilitate | | +| | | | peer to peer | | +| | | | communications | | +| | | | necessary for | | +| | | | many console | | +| | | | games. From | | +| | | | a computer that | | +| | | | is connected to | | +| | | | the Nighthawk | | +| | | | router, launch | | +| | | | a web browser. | | +| | | | To view the | | +| | | | mobile router | | +| | | | Wi-Fi network | | +| | | | name, press the | | +| | | | router Power | | +| | | | button to | | +| | | | navigate | | +| | | | through screens | | +| | | | until the Wi-Fi | | +| | | | network name | | +| | | | (SSID) | | +| | | | displays. | | +| | | | Enter http://at | | +| | | | twifimanager in | | +| | | | the web | | +| | | | browser. A | | +| | | | login page | | +| | | | displays; enter | | +| | | | the | | +| | | | administrator | | +| | | | login password. | | +| | | | The dashboard | | +| | | | displays; | | +| | | | select Settings | | +| | | | > Router > | | +| | | | Basic. Turn on | | +| | | | UPnP. Smartpho | | +| | | | nes/Tablets | | +| | | | with Mobile | | +| | | | Hotspot Feature | | +| | | | Most smartphone | | +| | | | s/tablets have | | +| | | | a Mobile | | +| | | | Hotspot feature | | +| | | | built in. | | +| | | | Refer to Device | | +| | | | Support in the | | +| | | | Link Center to | | +| | | | see if a device | | +| | | | has Mobile | | +| | | | Hotspot | | +| | | | capability and | | +| | | | for setup | | +| | | | instructions: | | +| | | | See | | +| | | | Connectivity in | | +| | | | Device Topics | | +| | | | or search | | +| | | | Mobile Hotspot. | | +| | | | The Mobile | | +| | | | Hotspot feature | | +| | | | is called | | +| | | | personal | | +| | | | hotspot on iOS | | +| | | | or Internet | | +| | | | sharing on | | +| | | | Windows. The | | +| | | | hotspot feature | | +| | | | allows | | +| | | | customers to | | +| | | | connect a | | +| | | | tablet, laptop, | | +| | | | or other Wi-Fi | | +| | | | enabled device | | +| | | | to the Internet | | +| | | | without an | | +| | | | additional | | +| | | | device. | | +| | | | Additional | | +| | | | Resources How | | +| | | | to set up a | | +| | | | Personal | | +| | | | Hotspot on your | | +| | | | iPhone or iPad | | +| | | | If Personal | | +| | | | Hotspot is not | | +| | | | working on your | | +| | | | iPhone or iPad | | +| | | | (Wi-Fi + | | +| | | | Cellular) | | +| | | | Share a mobile | | +| | | | connection by | | +| | | | hotspot or | | +| | | | tethering on | | +| | | | Android Rate | | +| | | | Plan | | +| | | | Eligibility | | +| | | | Data charges | | +| | | | apply. Source: | | +| | | | Content: Moxee™ | | +| | | | Mobile Hotspot | | +| | | | Stay connected | | +| | | | anywhere life | | +| | | | takes you with | | +| | | | the Moxee | | +| | | | Mobile Hotspot. | | +| | | | At home or on | | +| | | | the road, it’s | | +| | | | the perfect | | +| | | | companion for | | +| | | | schoolwork, | | +| | | | video calls, | | +| | | | movies, gaming, | | +| | | | browsing, and | | +| | | | working.   | | +| | | | Direct | | +| | | | Fulfillment: | | +| | | | May 20, 2020 | | +| | | | Available via | | +| | | | OPUS Business | | +| | | | Sales and | | +| | | | Premier bulk | | +| | | | only. Features | | +| | | | you need! | | +| | | | Connections | | +| | | | Dual Band Wi-Fi | | +| | | | Connect up to | | +| | | | 16 Wi-Fi | | +| | | | connected | | +| | | | devices. | | +| | | | Support for | | +| | | | faster speeds | | +| | | | and greater | | +| | | | range. | | +| | | | Security Web | | +| | | | User Interface | | +| | | | Secure with | | +| | | | password | | +| | | | protection and | | +| | | | the latest Wi- | | +| | | | Fi security | | +| | | | protocols. | | +| | | | Convenient Web | | +| | | | User Interface | | +| | | | to manage | | +| | | | settings and | | +| | | | features. Long | | +| | | | lasting | | +| | | | Rechargeable | | +| | | | 2,300 mAh | | +| | | | battery. See | | +| | | | Additional | | +| | | | Device Specs. | | +| | | | Our Best | | +| | | | Pricing Contoso | | +| | | | Device Pricing | | +| | | | Plans | | +| | | | Amount | | +| | | | 2-Year SMB CRU | | +| | | | $24.99 | | +| | | | 1-Year MBS CRU | | +| | | | $79.99 | | +| | | | No Commitment | | +| | | | SRP $84.99 | | +| | | | Moxee Mobile | | +| | | | Hotspot SKU | | +| | | | Model number: | | +| | | | K779HSDL | | +| | | | Black: SKU | | +| | | | 6468C Always | | +| | | | consult your | | +| | | | local market | | +| | | | price sheet for | | +| | | | actual pricing | | +| | | | and activation | | +| | | | requirements. | | +| | | | Accessories | | +| | | | Your phone | | +| | | | deserves a | | +| | | | little | | +| | | | something | | +| | | | special! Contoso | | +| | | | 4FT USB A to | | +| | | | Micro Cable | | +| | | | SKU: 4569LSRP: | | +| | | | $15 | | +| | | | Contoso 6FT USB A | | +| | | | to Micro Cable | | +| | | | SKU: 44581LSRP: | | +| | | | $20 | | +| | | | Contoso 18W Power | | +| | | | Delivery Wall | | +| | | | Charger SKU: | | +| | | | 4493LSRP: $25 | | +| | | | View the full | | +| | | | Accessories | | +| | | | List on | | +| | | | att.com. Life | | +| | | | happens. Insure | | +| | | | your phone. | | +| | | | Don’t forget to | | +| | | | sign up for | | +| | | | Contoso Protect | | +| | | | Advantage. | | +| | | | More Phone | | +| | | | Resources Contoso | | +| | | | App Select | | +| | | | Contoso Mobile | | +| | | | Sales Tool | | +| | | | (MST) Contoso | | +| | | | Device Help | | +| | | | Contoso Protect | | +| | | | Advantage - | | +| | | | BCSS Device | | +| | | | Issues (DI) Log | | +| | | | and Software | | +| | | | Updates Device | | +| | | | Support | | +| | | | Equipment | | +| | | | Exchange - BCSS | | +| | | | Equipment | | +| | | | Returns - BCSS | | +| | | | National | | +| | | | Promotions - | | +| | | | BCSS | | +| | | | Additional | | +| | | | Device Features | | +| | | | and Specs OS: | | +| | | | Linux 3.18.48 | | +| | | | Network: 4G LTE | | +| | | | FirstNet Ready: | | +| | | | No Water | | +| | | | Resistance: No | | +| | | | Battery Life: | | +| | | | Use Time - up | | +| | | | to 8.25 hours; | | +| | | | Standby - up to | | +| | | | 450 hours; | | +| | | | 2300mAh | | +| | | | Memory: 256MB | | +| | | | Internal & | | +| | | | 256MB RAM; | | +| | | | cannot add | | +| | | | additional | | +| | | | external | | +| | | | storage | | +| | | | Processor: | | +| | | | Qualcomm 9607 | | +| | | | Charging: | | +| | | | Micro-USB, No | | +| | | | Wireless | | +| | | | Charging SIM: | | +| | | | Micro-SIM | | +| | | | (3FF), SKU | | +| | | | 40954, included | | +| | | | in box / not | | +| | | | pre-inserted | | +| | | | Display/Glass | | +| | | | type: 1.44" | | +| | | | display size, | | +| | | | PMMA, No | | +| | | | Touchscreen | | +| | | | Source: | | +| | | | Content: | | +| | | | Mobile Hotspot | | +| | | | and tethering | | +| | | | are not | | +| | | | available with | | +| | | | Gaming Data | | +| | | | plans: Refer | | +| | | | to Data Plans | | +| | | | for | | +| | | | Smartphones, | | +| | | | Internet | | +| | | | Devices, and | | +| | | | Tablets in | | +| | | | Related Links.* | | +| | | | A data rate | | +| | | | plan with | | +| | | | tethering is | | +| | | | required for | | +| | | | Mobile Hotspot- | | +| | | | enabled | | +| | | | devices: | | +| | | | Refer to the | | +| | | | rate plan | | +| | | | articles in | | +| | | | Related Links.* | | +| | | | The customer | | +| | | | must have | | +| | | | domestic | | +| | | | tethering | | +| | | | (hotspot) | | +| | | | enabled on | | +| | | | their line of | | +| | | | service to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad. | | +| | | | Refer to | | +| | | | International | | +| | | | Traveling Hub | | +| | | | in Related | | +| | | | Links.* In the | | +| | | | hub, select | | +| | | | International | | +| | | | Services FAQs > | | +| | | | Data. For Contoso | | +| | | | PREPAID plans, | | +| | | | refer to Contoso | | +| | | | PREPAID Rate | | +| | | | Plans in | | +| | | | Related Links.* | | +| | | | Contoso Retail | | +| | | | employees - | | +| | | | Refer to the | | +| | | | Rate Plan | | +| | | | Viewer (RPV) | | +| | | | articles in | | +| | | | Related Links.* | | +| | | | Select | | +| | | | unlimited data | | +| | | | plans include | | +| | | | the ability to | | +| | | | tether or use | | +| | | | the Mobile | | +| | | | Hotspot | | +| | | | feature: | | +| | | | Refer to | | +| | | | Unlimited Plan | | +| | | | articles in | | +| | | | Related Links.* | | +| | | | Customers on | | +| | | | Unlimited Plus | | +| | | | plans can track | | +| | | | their personal | | +| | | | Mobile Hotspot | | +| | | | (MH) data usage | | +| | | | on their smartp | | +| | | | hone/tablet | | +| | | | device: | | +| | | | Refer to Mobile | | +| | | | Hotspot Data | | +| | | | Management in | | +| | | | Related Links* | | +| | | | Access to | | +| | | | articles in | | +| | | | Related Links | | +| | | | is restricted | | +| | | | based on your | | +| | | | Customer | | +| | | | Connect | | +| | | | profile. | | +| | | | Source: | | +| | | | Content: | | +| | | | Tracking Mobile | | +| | | | Hotspot usage | | +| | | | just got | | +| | | | easier! | | +| | | | Customers on | | +| | | | select | | +| | | | unlimited plans | | +| | | | with the | | +| | | | capability to | | +| | | | use mobile | | +| | | | hotspot can now | | +| | | | track their | | +| | | | personal mobile | | +| | | | hotspot usage | | +| | | | on their smartp | | +| | | | hones/tablets.W | | +| | | | hat's a | | +| | | | Personal Mobile | | +| | | | Hotspot? Contoso | | +| | | | Unlimited plan | | +| | | | customers get | | +| | | | personal mobile | | +| | | | hotspot | | +| | | | capability on s | | +| | | | martphones/tabl | | +| | | | et devices. It | | +| | | | provides | | +| | | | instant access | | +| | | | to the Internet | | +| | | | over Contoso's | | +| | | | mobile | | +| | | | broadband | | +| | | | network for | | +| | | | devices like | | +| | | | laptops, | | +| | | | tablets, or | | +| | | | other | | +| | | | smartphones. | | +| | | | Also called | | +| | | | tethering. | | +| | | | Important | | +| | | | reminders about | | +| | | | Personal MH | | +| | | | data usage: MH | | +| | | | usage is | | +| | | | tracked | | +| | | | separately from | | +| | | | the high-speed | | +| | | | data usage | | +| | | | (premium data | | +| | | | included) on a | | +| | | | line. To | | +| | | | determine a | | +| | | | customer | | +| | | | premium high | | +| | | | speed data | | +| | | | and/or mobile | | +| | | | hotspot | | +| | | | allotment, | | +| | | | refer to the | | +| | | | customer's plan | | +| | | | details. | | +| | | | Reduced MH | | +| | | | speeds doesn't | | +| | | | impact the | | +| | | | customers high- | | +| | | | speed data on a | | +| | | | line. Once a | | +| | | | device reaches | | +| | | | the monthly MH | | +| | | | allotment, | | +| | | | tethering | | +| | | | speeds will be | | +| | | | slowed to | | +| | | | 128Kbps and | | +| | | | will return to | | +| | | | normal at the | | +| | | | start of the | | +| | | | next billing | | +| | | | cycle. | | +| | | | Navigating the | | +| | | | Systems View | | +| | | | screenshots of | | +| | | | a lines | | +| | | | personal MH | | +| | | | data usage: | | +| | | | myContoso OPUS | | +| | | | Snapshot | | +| | | | Premier What | | +| | | | the Customer | | +| | | | Needs to | | +| | | | KnowCustomer | | +| | | | experience with | | +| | | | reduced network | | +| | | | speeds A | | +| | | | device that has | | +| | | | reached 100% of | | +| | | | their MH | | +| | | | allotment in a | | +| | | | billing cycle | | +| | | | can expect | | +| | | | speeds slowed | | +| | | | to a max of | | +| | | | 128Kbps for the | | +| | | | rest of the | | +| | | | bill cycle: | | +| | | | Web sites will | | +| | | | load very | | +| | | | slowly and can | | +| | | | affect the | | +| | | | performance of | | +| | | | data-heavy | | +| | | | activities such | | +| | | | as interactive | | +| | | | gaming will | | +| | | | significantly | | +| | | | be impacted. | | +| | | | Audio and video | | +| | | | streaming, | | +| | | | picture and | | +| | | | video | | +| | | | messaging, apps | | +| | | | and services, | | +| | | | as well as | | +| | | | other data | | +| | | | usage will all | | +| | | | be impacted and | | +| | | | may not be | | +| | | | fully | | +| | | | functional or | | +| | | | work at all. | | +| | | | Viewing a Web | | +| | | | page or | | +| | | | checking e-mail | | +| | | | will still work | | +| | | | but will be | | +| | | | slowed to | | +| | | | 128Kbps. MH | | +| | | | data speeds to | | +| | | | resume on the | | +| | | | first day of | | +| | | | the next bill | | +| | | | cycle. | | +| | | | Managing | | +| | | | personal Mobile | | +| | | | Hotspot data | | +| | | | usage Walk the | | +| | | | customer | | +| | | | through the | | +| | | | easiest, and | | +| | | | most convenient | | +| | | | way to self- | | +| | | | serve using a | | +| | | | smartphone, | | +| | | | computer, or | | +| | | | tablet. myContoso | | +| | | | App. | | +| | | | Provides the | | +| | | | ability to view | | +| | | | usage (includes | | +| | | | MH usage) from | | +| | | | the device.  | | +| | | | Groups with | | +| | | | more than 10 | | +| | | | lines must | | +| | | | access the | | +| | | | lines' | | +| | | | individual data | | +| | | | usage details | | +| | | | to obtain | | +| | | | totals. | | +| | | | Premier Online | | +| | | | Bill shows MH | | +| | | | for Unlimited | | +| | | | Group plans | | +| | | | with tethering. | | +| | | | User must have | | +| | | | the most recent | | +| | | | device | | +| | | | software. | | +| | | | Helpful tips on | | +| | | | managing | | +| | | | wireless usage | | +| | | | Review and | | +| | | | email link to | | +| | | | ways to manage | | +| | | | your wireless | | +| | | | usage to the | | +| | | | customer. When | | +| | | | possible | | +| | | | instead of | | +| | | | using your MH, | | +| | | | connect devices | | +| | | | to a Wi-Fi | | +| | | | network to | | +| | | | avoid using | | +| | | | wireless data. | | +| | | | Speeds are not | | +| | | | reduced while | | +| | | | connected via | | +| | | | Wi-Fi and data | | +| | | | activity over | | +| | | | Wi-Fi does not | | +| | | | count toward a | | +| | | | lines high- | | +| | | | speed threshold | | +| | | | for personal MH | | +| | | | or total data | | +| | | | usage during a | | +| | | | billing cycle. | | +| | | | Streaming video | | +| | | | consumes the | | +| | | | most data of | | +| | | | all possible | | +| | | | activities and | | +| | | | is often the | | +| | | | reason | | +| | | | customers | | +| | | | experience | | +| | | | reduced speeds. | | +| | | | Customer | | +| | | | Notifications | | +| | | | Once the | | +| | | | customer's | | +| | | | account is | | +| | | | updated, Contoso | | +| | | | will send a | | +| | | | Free SMS and | | +| | | | e-mail to let | | +| | | | the customer | | +| | | | know when a | | +| | | | line is close | | +| | | | to or reaches | | +| | | | their MH | | +| | | | allotment | | +| | | | during a | | +| | | | billing | | +| | | | cycle. DUCS | | +| | | | notifications | | +| | | | and e-mail | | +| | | | notifications | | +| | | | are sent at: | | +| | | | 90% and 100% | | +| | | | for Business. | | +| | | | Data Usage | | +| | | | Controls | | +| | | | Service (DUCS) | | +| | | | Sample* Contoso | | +| | | | Free Msg: | | +| | | | Please note | | +| | | | that you have | | +| | | | used 100% of | | +| | | | your 15GB of | | +| | | | mobile hotspot | | +| | | | high-speed data | | +| | | | for this bill | | +| | | | period. Mobile | | +| | | | hotspot data | | +| | | | will be slowed | | +| | | | to 128Kbps | | +| | | | until | | +| | | | XXXX/XX/XX. | | +| | | | After this, | | +| | | | your 10GB of | | +| | | | mobile hotspot | | +| | | | high-speed data | | +| | | | will be reset. | | +| | | | Dial *DATA# | | +| | | | (*3282#) to | | +| | | | track your data | | +| | | | use. Email | | +| | | | notifications | | +| | | | contain similar | | +| | | | information. Tr | | +| | | | oubleshooting | | +| | | | There is no | | +| | | | tracking SOC | | +| | | | added to a line | | +| | | | if the mobile | | +| | | | hotspots speeds | | +| | | | are reduced. | | +| | | | Check for a MH | | +| | | | DUC | | +| | | | notifications | | +| | | | in the notes to | | +| | | | determine if a | | +| | | | line is at or | | +| | | | exceeded the | | +| | | | monthly | | +| | | | allotment. | | +| | | | Refer customers | | +| | | | to myContoso/att.c | | +| | | | om to view a | | +| | | | lines' mobile | | +| | | | hotspot usage. | | +| | | | Customer is on | | +| | | | an eligible | | +| | | | unlimited plan | | +| | | | with a smartpho | | +| | | | ne/tablet that | | +| | | | has mobile | | +| | | | hotspot | | +| | | | capability but | | +| | | | cannot use the | | +| | | | devices | | +| | | | personal MH | | +| | | | feature. Have | | +| | | | the customer | | +| | | | check the | | +| | | | device settings | | +| | | | for a | | +| | | | notification to | | +| | | | update the | | +| | | | device. For | | +| | | | further trouble | | +| | | | shooting, refer | | +| | | | to Access Point | | +| | | | Name (APN). | | +| | | | Customer cannot | | +| | | | get/see their | | +| | | | mobile hotspot | | +| | | | usage? | | +| | | | Customer may | | +| | | | not have Used | | +| | | | any MH usage at | | +| | | | this time. The | | +| | | | latest software | | +| | | | version | | +| | | | available for | | +| | | | their device. | | +| | | | Check settings | | +| | | | for an update.  | | +| | | | For further tro | | +| | | | ubleshooting, | | +| | | | refer Source: | | ++----+----------------+----------------+------------------+--------------+ +| 79 | Who supports | The Contoso | Content: The | 10 | +| | the Contoso | Connected | Connected Car | | +| | Connected | Car Wi-Fi | Wi-Fi Hotspot | | +| | Car Wi-Fi | Hotspot for | is embedded | | +| | Hotspot for | business | wireless | | +| | business | customers is | connectivity in | | +| | customers? | supported by | eligible | | +| | | BM IoT, | General Motors | | +| | | which | (GM) vehicles | | +| | | provides | to provide | | +| | | Tier 1 provi | Internet | | +| | | sioning, | connectivity | | +| | | billing, and | for up to 7 Wi- | | +| | | connectivity | Fi enabled | | +| | | support. | devices, | | +| | | Customers | including | | +| | | can contact | smartphones, | | +| | | them at | tablets, | | +| | | 866.563.4703 | equipped | | +| | | or the main | laptops, and | | +| | | number at 80 | handheld gaming | | +| | | 0.331.0500. | devices.¶ ¶ | | +| | | (Source: | The primary | | +| | | context) | features of the | | +| | | | Connected Car | | +| | | | Wi-Fi Hotspot:¶ | | +| | | | ¶ 4G LTE | | +| | | | wireless | | +| | | | connectivity on | | +| | | | the strongest | | +| | | | LTE network | | +| | | | with fast data | | +| | | | speeds Built- | | +| | | | in vehicle | | +| | | | connectivity | | +| | | | with a powerful | | +| | | | vehicle antenna | | +| | | | Wi-Fi hotspot | | +| | | | for convenient, | | +| | | | affordable | | +| | | | wireless | | +| | | | connectivity | | +| | | | Option to | | +| | | | connect up to 7 | | +| | | | devices to | | +| | | | connect your | | +| | | | remote job site | | +| | | | personnel or | | +| | | | passengers | | +| | | | Maintain a | | +| | | | connection up | | +| | | | to 50 feet from | | +| | | | the vehicle | | +| | | | Business | | +| | | | customers who | | +| | | | sign an | | +| | | | agreement with | | +| | | | Contoso, and | | +| | | | accept the | | +| | | | terms and | | +| | | | conditions for | | +| | | | that agreement, | | +| | | | receive program | | +| | | | benefits, which | | +| | | | include account | | +| | | | management, | | +| | | | promotional | | +| | | | elements, and c | | +| | | | ommunications.¶ | | +| | | | ¶ Benefits | | +| | | | Business | | +| | | | Customer | | +| | | | Services - | | +| | | | Dedicated | | +| | | | account | | +| | | | management for | | +| | | | authorized | | +| | | | order placers | | +| | | | (AOPs) and | | +| | | | access to | | +| | | | specialized | | +| | | | customer | | +| | | | support. | | +| | | | Business | | +| | | | Discounts - | | +| | | | Depending on | | +| | | | the version of | | +| | | | the business | | +| | | | agreement and | | +| | | | the number of | | +| | | | wireless lines | | +| | | | activated, the | | +| | | | customer may | | +| | | | qualify to | | +| | | | receive | | +| | | | discounts off | | +| | | | their monthly | | +| | | | recurring | | +| | | | charges. | | +| | | | Convenient | | +| | | | Account | | +| | | | Management in | | +| | | | Premier - | | +| | | | Manage your | | +| | | | account | | +| | | | anytime, | | +| | | | anywhere, with | | +| | | | your customized | | +| | | | Premier Online | | +| | | | portal, | | +| | | | featuring | | +| | | | online support, | | +| | | | account | | +| | | | management | | +| | | | tools, billing | | +| | | | analysis tools, | | +| | | | and online chat | | +| | | | for instant | | +| | | | connection. GM | | +| | | | is a leader in | | +| | | | U.S. automotive | | +| | | | sales, selling | | +| | | | vehicles under | | +| | | | the Buick, | | +| | | | Cadillac, | | +| | | | Chevrolet, and | | +| | | | GMC brand | | +| | | | names.¶ ¶ | | +| | | | OnStar services | | +| | | | are sold | | +| | | | separately and | | +| | | | offer | | +| | | | additional | | +| | | | features to GM | | +| | | | customers, such | | +| | | | as connected | | +| | | | safety, | | +| | | | security, and | | +| | | | mobility | | +| | | | solutions, and | | +| | | | advanced | | +| | | | technology in | | +| | | | vehicles in GM | | +| | | | vehicles. Learn | | +| | | | more at | | +| | | | OnStar.¶ ¶ | | +| | | | Support BM IoT | | +| | | | provides Tier 1 | | +| | | | provisioning, | | +| | | | billing, and | | +| | | | connectivity | | +| | | | support. Their | | +| | | | contact number | | +| | | | is 866.563.4703 | | +| | | | or customers | | +| | | | can call the | | +| | | | main | | +| | | | 800.331.0500. | | +| | | | If the customer | | +| | | | enters the | | +| | | | phone number | | +| | | | associated to | | +| | | | the vehicle | | +| | | | into the IVR, | | +| | | | it routes | | +| | | | correctly. If | | +| | | | you are not an | | +| | | | BM IoT | | +| | | | representative | | +| | | | refer to the BM | | +| | | | IoT Call | | +| | | | Handling and | | +| | | | Tracking - Non- | | +| | | | ASCS policy in | | +| | | | Related Links | | +| | | | to determine | | +| | | | transfer | | +| | | | procedures. | | +| | | | Access to | | +| | | | articles in | | +| | | | Related Links | | +| | | | is restricted | | +| | | | based on your | | +| | | | myCSP profile. | | +| | | | Note: It is | | +| | | | mandatory to | | +| | | | transfer calls | | +| | | | to BM IoT | | +| | | | during normal | | +| | | | business hours. | | +| | | | Refer to the | | +| | | | Directory for | | +| | | | details. | | +| | | | Source: | | +| | | | Content: | | +| | | | Customers can | | +| | | | purchase a | | +| | | | device from | | +| | | | Contoso or use | | +| | | | their own | | +| | | | Compatible | | +| | | | device (BYOD). | | +| | | | Once BMTS rep | | +| | | | exhaust all | | +| | | | recourses | | +| | | | troubleshooting | | +| | | | the device they | | +| | | | can refer the | | +| | | | customer / end | | +| | | | user to the OEM | | +| | | | (original | | +| | | | equipment | | +| | | | manufacturers) | | +| | | | for advanced | | +| | | | level / T2 | | +| | | | level of device | | +| | | | support. Or | | +| | | | the Business | | +| | | | Center reps | | +| | | | also can refer | | +| | | | the customer to | | +| | | | the Account / | | +| | | | sales team by | | +| | | | reviewing the | | +| | | | FAST tool | | +| | | | contact for | | +| | | | additional | | +| | | | device support. | | +| | | | Contoso Wireless | | +| | | | Broadband in | | +| | | | OIL - provides | | +| | | | details | | +| | | | regarding Produ | | +| | | | ct/Technical | | +| | | | details, Sales | | +| | | | Training, | | +| | | | Customer | | +| | | | Support, | | +| | | | Customer Presen | | +| | | | tation/Videos | | +| | | | and so on. | | +| | | | Contoso Certified | | +| | | | Devices > click | | +| | | | on Searching | | +| | | | for a module? | | +| | | | In upper right | | +| | | | hand corner to | | +| | | | view complete | | +| | | | list of all | | +| | | | OEM/certified | | +| | | | devices Here's | | +| | | | How it Works | | +| | | | Primary | | +| | | | connection: | | +| | | | Cost-effective, | | +| | | | rapidly | | +| | | | deployable | | +| | | | connection to | | +| | | | branch or | | +| | | | remote offices | | +| | | | where lack of | | +| | | | service or | | +| | | | special | | +| | | | construction | | +| | | | costs limit | | +| | | | options. New | | +| | | | technologies: | | +| | | | Using wireless | | +| | | | broadband as a | | +| | | | dedicated | | +| | | | connection for | | +| | | | new | | +| | | | applications | | +| | | | enables | | +| | | | businesses to | | +| | | | adopt new | | +| | | | technologies | | +| | | | that help | | +| | | | innovate | | +| | | | without adding | | +| | | | unnecessary | | +| | | | congestion to | | +| | | | wireline | | +| | | | network. | | +| | | | Network | | +| | | | augmentation: | | +| | | | Establish an | | +| | | | active-active | | +| | | | network with | | +| | | | business | | +| | | | essential | | +| | | | applications | | +| | | | like | | +| | | | timekeeping and | | +| | | | point of sale | | +| | | | on the Contoso | | +| | | | wireless | | +| | | | network, and | | +| | | | customers need | | +| | | | to use their | | +| | | | high-usage | | +| | | | applications | | +| | | | like public Wi- | | +| | | | Fi & streaming | | +| | | | services on a | | +| | | | wireline | | +| | | | connection. | | +| | | | Always-on | | +| | | | failover: | | +| | | | Highly reliable | | +| | | | and diverse | | +| | | | Internet option | | +| | | | that serves | | +| | | | day-to-day data | | +| | | | needs and | | +| | | | functions as a | | +| | | | primary | | +| | | | connection in | | +| | | | the event a | | +| | | | secondary | | +| | | | connection | | +| | | | fails. In the | | +| | | | event of a | | +| | | | wireline | | +| | | | outage, | | +| | | | customers can | | +| | | | switch | | +| | | | connections to | | +| | | | your Contoso | | +| | | | Wireless | | +| | | | Broadband. | | +| | | | Benefits Ease | | +| | | | of mind: With | | +| | | | included Contoso | | +| | | | Business Fast | | +| | | | Track, | | +| | | | business- | | +| | | | critical | | +| | | | applications | | +| | | | can continue to | | +| | | | perform | | +| | | | regardless of | | +| | | | network | | +| | | | congestion.*** | | +| | | | Confidence: | | +| | | | Wireless access | | +| | | | availability | | +| | | | during a | | +| | | | wireline | | +| | | | failover. | | +| | | | Nationwide | | +| | | | Connectivity: | | +| | | | Contoso has | | +| | | | service | | +| | | | virtually | | +| | | | anywhere the | | +| | | | customer needs | | +| | | | it. Cost | | +| | | | effective: | | +| | | | Affordable | | +| | | | option where | | +| | | | wireline | | +| | | | services may | | +| | | | require costly | | +| | | | special | | +| | | | construction. | | +| | | | *** Contoso | | +| | | | Business Fast | | +| | | | Track requires | | +| | | | compatible | | +| | | | device. Does | | +| | | | not prioritize | | +| | | | eligible data | | +| | | | traffic ahead | | +| | | | of all other | | +| | | | data traffic, | | +| | | | as other data | | +| | | | traffic may | | +| | | | receive a | | +| | | | similar or | | +| | | | higher priority | | +| | | | level or | | +| | | | provide | | +| | | | priority | | +| | | | access. Not | | +| | | | available on | | +| | | | the 5G+ or 5G | | +| | | | network. Other | | +| | | | restrictions | | +| | | | apply. What | | +| | | | the Customer | | +| | | | Needs to Know | | +| | | | Contoso Wireless | | +| | | | Broadband (AWB) | | +| | | | is a speed | | +| | | | tier-based data | | +| | | | solution | | +| | | | without overage | | +| | | | charges for | | +| | | | business- | | +| | | | critical | | +| | | | applications. | | +| | | | Data usage is | | +| | | | monitored by | | +| | | | Contoso and | | +| | | | excessive use | | +| | | | of data could | | +| | | | result in the | | +| | | | plan being non- | | +| | | | renewed. | | +| | | | Not eligible | | +| | | | for FAN | | +| | | | discounts. | | +| | | | Plans work with | | +| | | | routers and | | +| | | | hotspot devices | | +| | | | only. Device | | +| | | | must have an | | +| | | | Contoso SIM card. | | +| | | | Plans and | | +| | | | Devices are | | +| | | | limited to use | | +| | | | with business | | +| | | | applications or | | +| | | | Business | | +| | | | Critical | | +| | | | services. See | | +| | | | Restrictions | | +| | | | section above. | | +| | | | Contoso Wireless | | +| | | | Broadband does | | +| | | | not require a | | +| | | | term agreement | | +| | | | however the | | +| | | | customer must | | +| | | | have an active | | +| | | | Contoso Mobility | | +| | | | business | | +| | | | agreement. | | +| | | | Contoso Business | | +| | | | Fast Track is | | +| | | | automatically | | +| | | | included at no | | +| | | | additional | | +| | | | cost. It is not | | +| | | | included with | | +| | | | the Contoso | | +| | | | Wireless | | +| | | | Broadband | | +| | | | Essentials | | +| | | | Plan. Not | | +| | | | available on | | +| | | | 5G/5G+ network. | | +| | | | Customers data | | +| | | | is prioritized | | +| | | | up to the Contoso | | +| | | | Business Fast | | +| | | | Track | | +| | | | allocation | | +| | | | specific to | | +| | | | each plan. No | | +| | | | modifications | | +| | | | or | | +| | | | configuration | | +| | | | changes are | | +| | | | required on the | | +| | | | customers | | +| | | | equipment. | | +| | | | These plans use | | +| | | | a version of | | +| | | | Contoso Business | | +| | | | Fast Track | | +| | | | commonly | | +| | | | referred to as | | +| | | | “Static” but | | +| | | | does not | | +| | | | require Static | | +| | | | IP address. | | +| | | | Customers with | | +| | | | Contoso Private | | +| | | | Mobile | | +| | | | Connection may | | +| | | | select Contoso | | +| | | | Business Fast | | +| | | | Track with IP | | +| | | | Packet Marking | | +| | | | plans. The | | +| | | | sales team must | | +| | | | engage their | | +| | | | MTE (Mobility | | +| | | | Telecom | | +| | | | Engineer) every | | +| | | | time they offer | | +| | | | this Contoso | | +| | | | Business Fast | | +| | | | Track option to | | +| | | | coordinate | | +| | | | service. Refer | | +| | | | the customer to | | +| | | | account team | | +| | | | for these | | +| | | | scenarios. | | +| | | | Compatible with | | +| | | | Contoso Private | | +| | | | Mobile | | +| | | | Connection, | | +| | | | AccessMyLAN, | | +| | | | and Public | | +| | | | Static IPs. | | +| | | | Read the | | +| | | | Required | | +| | | | Customer | | +| | | | Disclosure | | +| | | | AWB 12Mbps | | +| | | | plan: Data | | +| | | | speed up to 12 | | +| | | | megabits per | | +| | | | second. After | | +| | | | 75GB Contoso may | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy. AWB | | +| | | | 25Mbps plan: | | +| | | | Data speed up | | +| | | | to 25 megabits | | +| | | | per second. | | +| | | | After 100GB | | +| | | | Contoso my | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy. AWB | | +| | | | 50Mbps plan: | | +| | | | Data speed up | | +| | | | to 50 megabits | | +| | | | per second. | | +| | | | After 125GB | | +| | | | Contoso may | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy. AWB | | +| | | | 100Mbps plan: | | +| | | | Data speed up | | +| | | | to 100 megabits | | +| | | | per second. | | +| | | | After 175GB | | +| | | | Contoso may | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy. AWB | | +| | | | Business | | +| | | | Essentials | | +| | | | plan: Contoso may | | +| | | | temporarily | | +| | | | Source: | | +| | | | Content: Mobile | | +| | | | Hotspots | | +| | | | provide instant | | +| | | | access to the | | +| | | | Internet over | | +| | | | Contoso's mobile | | +| | | | broadband | | +| | | | network using a | | +| | | | device's Wi-Fi | | +| | | | functionality. | | +| | | | The term Mobile | | +| | | | Hotspot can | | +| | | | describe a | | +| | | | data-only | | +| | | | mobile Internet | | +| | | | device or a | | +| | | | smartphone | | +| | | | feature. Any | | +| | | | Wi-Fi enabled | | +| | | | device should | | +| | | | be able to | | +| | | | connect to the | | +| | | | Mobile | | +| | | | Hotspot:  | | +| | | | This includes, | | +| | | | but is not | | +| | | | limited to | | +| | | | laptops, | | +| | | | tablets, and | | +| | | | digital | | +| | | | cameras. | | +| | | | Average network | | +| | | | speeds depend | | +| | | | on the number | | +| | | | of devices | | +| | | | connected and | | +| | | | how the | | +| | | | connected | | +| | | | devices are | | +| | | | using data. | | +| | | | Mobile Hotspots | | +| | | | can typically | | +| | | | connect 10 | | +| | | | devices: | | +| | | | This number | | +| | | | varies based on | | +| | | | the device. | | +| | | | Enabling Mobile | | +| | | | Hotspot | | +| | | | disconnects the | | +| | | | device from any | | +| | | | active Wi-Fi | | +| | | | session and | | +| | | | connects it to | | +| | | | Contoso's mobile | | +| | | | network. | | +| | | | Mobile Hotspot | | +| | | | has a range of | | +| | | | about 150 feet | | +| | | | indoors and a | | +| | | | greater range | | +| | | | outdoors: | | +| | | | The range | | +| | | | varies | | +| | | | depending on | | +| | | | the device and | | +| | | | material | | +| | | | between the | | +| | | | hotspot and the | | +| | | | user. Mobile | | +| | | | Hotspot is not | | +| | | | available for | | +| | | | video game | | +| | | | consoles such | | +| | | | as PlayStation. | | +| | | | Need to | | +| | | | troubleshoot | | +| | | | Mobile Hotspot? | | +| | | | See the | | +| | | | Hotspots flow | | +| | | | in the | | +| | | | Troubleshoot & | | +| | | | Resolve (TS&R) | | +| | | | tool. Customers | | +| | | | can access | | +| | | | troubleshooting | | +| | | | flows any time | | +| | | | via myContoso or | | +| | | | online at att.c | | +| | | | om/support. | | +| | | | Data | | +| | | | charges apply. | | +| | | | Charges are | | +| | | | based on the | | +| | | | customer's | | +| | | | current plan. | | +| | | | To avoid | | +| | | | unnecessary | | +| | | | data charges, | | +| | | | recommend that | | +| | | | the customer | | +| | | | turn off | | +| | | | Personal | | +| | | | Hotspot when | | +| | | | not in use. A | | +| | | | data rate plan | | +| | | | with tethering | | +| | | | is required for | | +| | | | Mobile Hotspot- | | +| | | | enabled | | +| | | | devices: | | +| | | | Refer to rate | | +| | | | plan articles | | +| | | | in Related | | +| | | | Links for | | +| | | | details. Access | | +| | | | to articles in | | +| | | | Related Links | | +| | | | is restricted | | +| | | | based on your | | +| | | | Customer | | +| | | | Connect | | +| | | | profile. | | +| | | | Customers can | | +| | | | access | | +| | | | instructions | | +| | | | for enabling | | +| | | | hotspot anytime | | +| | | | using myContoso or | | +| | | | att.com/devices | | +| | | | upport. | | +| | | | Customers | | +| | | | without a plan | | +| | | | that includes | | +| | | | tethering can | | +| | | | change their | | +| | | | plan any time | | +| | | | via myContoso. | | +| | | | Contoso Wi-Fi | | +| | | | Manager http:/ | | +| | | | /attwifimanager | | +| | | | can only be | | +| | | | accessed from | | +| | | | the phone, | | +| | | | tablet, or | | +| | | | laptop | | +| | | | connected to | | +| | | | the mobile | | +| | | | hotspot device. | | +| | | | Mobile Internet | | +| | | | Devices Mobile | | +| | | | Internet | | +| | | | devices are | | +| | | | compact and | | +| | | | portable data- | | +| | | | only devices, | | +| | | | giving users a | | +| | | | way to stay | | +| | | | connected on | | +| | | | the go. Select | | +| | | | mobile Internet | | +| | | | devices can be | | +| | | | activated as an | | +| | | | Contoso PREPAID | | +| | | | Mobile Hotspot: | | +| | | | Customers are | | +| | | | given the | | +| | | | option to | | +| | | | select a weekly | | +| | | | or monthly | | +| | | | plan.  Contoso | | +| | | | PREPAID plans | | +| | | | can be changed | | +| | | | at any time. | | +| | | | Mobile Internet | | +| | | | devices can be | | +| | | | activated on a | | +| | | | postpaid | | +| | | | account with a | | +| | | | standalone or a | | +| | | | Mobile Share | | +| | | | plan. Using | | +| | | | Mobile Internet | | +| | | | Devices for | | +| | | | Gaming The | | +| | | | Nighthawk LTE | | +| | | | Mobile Hotspot | | +| | | | Router (MR1100) | | +| | | | and NETGEAR | | +| | | | Nighthawk 5G | | +| | | | Mobile Hotspot | | +| | | | (MR5000) are | | +| | | | the only | | +| | | | devices that | | +| | | | can be used as | | +| | | | a router for | | +| | | | game consoles | | +| | | | at this time.  | | +| | | | A software upda | | +| | | | te was released | | +| | | | in September of | | +| | | | 2018 to update | | +| | | | the Network | | +| | | | Address | | +| | | | Translation | | +| | | | (NAT) | | +| | | | configuration | | +| | | | for gaming on | | +| | | | the Nighthawk | | +| | | | LTE Mobile | | +| | | | Hotspot Router | | +| | | | (MR1100) to | | +| | | | work. The user | | +| | | | may need to | | +| | | | turn on UPnP in | | +| | | | device settings | | +| | | | if unable to | | +| | | | use the router | | +| | | | for gaming. | | +| | | | Universal Plug | | +| | | | and Play (UPnP) | | +| | | | Internet | | +| | | | Gateway Device | | +| | | | (IGD) Version | | +| | | | is a setting | | +| | | | that allows the | | +| | | | user to | | +| | | | configure the | | +| | | | ports necessary | | +| | | | to facilitate | | +| | | | peer to peer | | +| | | | communications | | +| | | | necessary for | | +| | | | many console | | +| | | | games. From | | +| | | | a computer that | | +| | | | is connected to | | +| | | | the Nighthawk | | +| | | | router, launch | | +| | | | a web browser. | | +| | | | To view the | | +| | | | mobile router | | +| | | | Wi-Fi network | | +| | | | name, press the | | +| | | | router Power | | +| | | | button to | | +| | | | navigate | | +| | | | through screens | | +| | | | until the Wi-Fi | | +| | | | network name | | +| | | | (SSID) | | +| | | | displays. | | +| | | | Enter http://at | | +| | | | twifimanager in | | +| | | | the web | | +| | | | browser. A | | +| | | | login page | | +| | | | displays; enter | | +| | | | the | | +| | | | administrator | | +| | | | login password. | | +| | | | The dashboard | | +| | | | displays; | | +| | | | select Settings | | +| | | | > Router > | | +| | | | Basic. Turn on | | +| | | | UPnP. Smartpho | | +| | | | nes/Tablets | | +| | | | with Mobile | | +| | | | Hotspot Feature | | +| | | | Most smartphone | | +| | | | s/tablets have | | +| | | | a Mobile | | +| | | | Hotspot feature | | +| | | | built in. | | +| | | | Refer to Device | | +| | | | Support in the | | +| | | | Link Center to | | +| | | | see if a device | | +| | | | has Mobile | | +| | | | Hotspot | | +| | | | capability and | | +| | | | for setup | | +| | | | instructions: | | +| | | | See | | +| | | | Connectivity in | | +| | | | Device Topics | | +| | | | or search | | +| | | | Mobile Hotspot. | | +| | | | The Mobile | | +| | | | Hotspot feature | | +| | | | is called | | +| | | | personal | | +| | | | hotspot on iOS | | +| | | | or Internet | | +| | | | sharing on | | +| | | | Windows. The | | +| | | | hotspot feature | | +| | | | allows | | +| | | | customers to | | +| | | | connect a | | +| | | | tablet, laptop, | | +| | | | or other Wi-Fi | | +| | | | enabled device | | +| | | | to the Internet | | +| | | | without an | | +| | | | additional | | +| | | | device. | | +| | | | Additional | | +| | | | Resources How | | +| | | | to set up a | | +| | | | Personal | | +| | | | Hotspot on your | | +| | | | iPhone or iPad | | +| | | | If Personal | | +| | | | Hotspot is not | | +| | | | working on your | | +| | | | iPhone or iPad | | +| | | | (Wi-Fi + | | +| | | | Cellular) | | +| | | | Share a mobile | | +| | | | connection by | | +| | | | hotspot or | | +| | | | tethering on | | +| | | | Android Rate | | +| | | | Plan | | +| | | | Eligibility | | +| | | | Data charges | | +| | | | apply. Source: | | +| | | | Content: | | +| | | | Tablets | | +| | | | provisioned on | | +| | | | UYW plans | | +| | | | receive the | | +| | | | following | | +| | | | enhancements: | | +| | | | Video streaming | | +| | | | will be HD with | | +| | | | Video Managemen | | +| | | | t turned off. | | +| | | | 40GB of | | +| | | | tethering | | +| | | | Video | | +| | | | Management will | | +| | | | be managed by | | +| | | | the customer. | | +| | | | Existing | | +| | | | customers will | | +| | | | have these | | +| | | | enhancements | | +| | | | added to their | | +| | | | account | | +| | | | beginning | | +| | | | August 26. | | +| | | |  Customers will | | +| | | | receive an | | +| | | | email advising | | +| | | | them of these | | +| | | | enhancements.  | | +| | | | What's Business | | +| | | | as Usual | | +| | | | Beginning | | +| | | | January 19, | | +| | | | 2021, Business | | +| | | | customers said  | | +| | | | goodbye to one- | | +| | | | size-fits-all | | +| | | | plan pricing | | +| | | | and hello to | | +| | | | picking the | | +| | | | right plan for | | +| | | | each user in | | +| | | | the customer's | | +| | | | group! | | +| | | | Customers are | | +| | | | now able to | | +| | | | select the | | +| | | | right plan for | | +| | | | each device | | +| | | | with Unlimited | | +| | | | Your Way for | | +| | | | Business! | | +| | | | Unlimited Your | | +| | | | Way plans | | +| | | | (Business | | +| | | | Unlimited | | +| | | | Elite, | | +| | | | Performance, | | +| | | | Starter plans) | | +| | | | as well as | | +| | | | associated non- | | +| | | | phone plans for | | +| | | | UYW plan groups | | +| | | | cannot be | | +| | | | combined in the | | +| | | | same plan group | | +| | | | with any non- | | +| | | | Unlimited Your | | +| | | | Way plans, | | +| | | | including, Contoso | | +| | | | Business 4GB | | +| | | | plans, Consumer | | +| | | | plans, Mobile | | +| | | | Share plans, | | +| | | | Mobile Select | | +| | | | plans, and | | +| | | | retired plans. | | +| | | | Plans are not | | +| | | | available to | | +| | | | Consumer, SIG, | | +| | | | or FirstNet | | +| | | | customers. | | +| | | | Discounts | | +| | | | | Positioning | | | +| | | | Set | | +| | | | Expectations | | | +| | | | Provisioning & | | +| | | | SOCs | FAQ | | +| | | | Plans & Pricing | | +| | | | How Does it | | +| | | | Work? | | +| | | | Unlimited Your | | +| | | | Way enables a | | +| | | | business | | +| | | | customer to | | +| | | | design a plan | | +| | | | group of up to | | +| | | | 10 users. The | | +| | | | customer picks | | +| | | | the Business | | +| | | | Unlimited phone | | +| | | | plan that is | | +| | | | right for each | | +| | | | user. | | +| | | | Example: 2 | | +| | | | lines | | +| | | | on Business | | +| | | | Unlimited Elite | | +| | | | + 3 lines on | | +| | | | Business | | +| | | | Unlimited | | +| | | | Starter. | | +| | | | Customers can | | +| | | | also add plans | | +| | | | for select | | +| | | | Connected | | +| | | | Devices. | | +| | | | Multiple groups | | +| | | | can be | | +| | | | supported on | | +| | | | one BAN (up to | | +| | | | the TLG limit | | +| | | | of 100 groups). | | +| | | | Pricing | | +| | | | structure is | | +| | | | built so that | | +| | | | within a group | | +| | | | the per voice | | +| | | | line | | +| | | | (smartphone and | | +| | | | basic phone) | | +| | | | price decreases | | +| | | | as lines are | | +| | | | added. | | +| | | | Customers are | | +| | | | no longer | | +| | | | assessed the | | +| | | | Shared Data | | +| | | | Group (SDG) | | +| | | | charge. | | +| | | | Additional | | +| | | | discounts are | | +| | | | applied when | | +| | | | the customer | | +| | | | enrolls in | | +| | | | AutoPay and | | +| | | | Paperless | | +| | | | Billing or when | | +| | | | the customer's | | +| | | | smartphone was | | +| | | | purchased at | | +| | | | full price, is | | +| | | | on an | | +| | | | installment | | +| | | | plan, was a | | +| | | | BYOD, or is out | | +| | | | of contract! | | +| | | | What's | | +| | | | Included? | | +| | | | Business | | +| | | | Unlimited | | +| | | | Starter | | +| | | | Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | Monthly Data | | +| | | | Unlimited1 | | +| | | | Unlimited2 | | +| | | | Unlimited | | +| | | | Eligible | | +| | | | Devices | | +| | | | Phones, | | +| | | | tablets, | | +| | | | cameras, | | +| | | | wearables | | +| | | | Phones only | | +| | | | Phones only | | +| | | | Unlimited Talk | | +| | | | & Text | | +| | | | (includes | | +| | | | Mexico & | | +| | | | Canada) Yes | | +| | | | Yes Yes Data | | +| | | | Overage Charges | | +| | | | No No No | | +| | | | 5G/5G+ Access3 | | +| | | | Yes Yes Yes | | +| | | | Streaming SD | | +| | | | HD (with Video | | +| | | | management turn | | +| | | | ed off) HD or | | +| | | | 4K UHD (if | | +| | | | available) | | +| | | | Mobile Hotspot | | +| | | | Usage After | | +| | | | 5GB, mobile | | +| | | | hotspot speed | | +| | | | slowed to max | | +| | | | of 128 Kbps.4 | | +| | | | After 40GB, | | +| | | | mobile hotspot | | +| | | | speed slowed to | | +| | | | max of 128 | | +| | | | Kbps.5 After | | +| | | | 100GB, mobile | | +| | | | hotspot speed | | +| | | | slowed to max | | +| | | | of 128 Kbps.6 | | +| | | | Mobile | | +| | | | Security6 | | +| | | | Standard (Contoso | | +| | | | Mobile Security | | +| | | | Basic/Contoso Call | | +| | | | Protect Basic) | | +| | | | Advanced (Contoso | | +| | | | Mobile Security | | +| | | | Plus/Contoso Call | | +| | | | Protect | | +| | | | Basic/Caller | | +| | | | ID) Advanced | | +| | | | (Contoso Mobile | | +| | | | Security | | +| | | | Plus/Contoso Call | | +| | | | Protect | | +| | | | Basic/Caller | | +| | | | ID) 1Business | | +| | | | Unlimited | | +| | | | Starter: Contoso | | +| | | | may temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy.2Business | | +| | | | Unlimited | | +| | | | Performance: | | +| | | | After 50GB, | | +| | | | Contoso may | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy.35G/5G+ | | +| | | | access where | | +| | | | available; | | +| | | | requires a | | +| | | | compatible | | +| | | | 5G/5G+ | | +| | | | device.4After | | +| | | | 5GB, mobile | | +| | | | hotspot speed | | +| | | | slowed to max | | +| | | | of 128 | | +| | | | Kbps.5After | | +| | | | 40GB, mobile | | +| | | | hotspot speed | | +| | | | slowed to max | | +| | | | of 128 | | +| | | | Kbps.6After | | +| | | | 100GB, mobile | | +| | | | hotspot speed | | +| | | | slowed to max | | +| | | | of 128 Kbps.7Co | | +| | | | mpatible device | | +| | | | required; | | +| | | | access to | | +| | | | Mobile | | +| | | | Security/Call | | +| | | | Protect require | | +| | | | app download. | | +| | | | What About | | +| | | | Pricing? | | +| | | | Monthly per | | +| | | | line prices | | +| | | | below are (a) | | +| | | | after AP/PB | | +| | | | discount and | | +| | | | (b) for out of | | +| | | | contract | | +| | | | smartphones and | | +| | | | basic phones. | | +| | | | For smartphones | | +| | | | with a 1 or 2 | | +| | | | year service | | +| | | | commitment, add | | +| | | | $25/mo per | | +| | | | line. Business | | +| | | | Unlimited | | +| | | | Starter* | | +| | | | Business | | +| | | | Unlimited | | +| | | | Performance** | | +| | | | 1 Phone $65 | | +| | | | 2 Phones | | +| | | | $60/line 3 | | +| | | | Phones | | +| | | | $45/line 4 | | +| | | | Phones | | +| | | | $35/line | | +| | | | 5+ Phones $30 | | +| | | | Source: | | +| | | | Content: Access | | +| | | | to the links | | +| | | | within this | | +| | | | content are | | +| | | | based on your | | +| | | | myCSP profile. | | +| | | | What's New | | +| | | | Contoso Business | | +| | | | Unlimited Plus | | +| | | | and Basic with | | +| | | | Private Wi-Fi | | +| | | | plan are | | +| | | | retired and is | | +| | | | no longer | | +| | | | available to | | +| | | | new or existing | | +| | | | customers as of | | +| | | | end of business | | +| | | | on November 20, | | +| | | | 2019. Retired | | +| | | | Rate Plan | | +| | | | Reminders | | +| | | | Existing | | +| | | | customers on | | +| | | | Contoso Business | | +| | | | Unlimited Plus | | +| | | | and Basic with | | +| | | | Private Wi-Fi | | +| | | | plans are | | +| | | | retired. | | +| | | | Grandfathered | | +| | | | customers can | | +| | | | add lines of | | +| | | | service and | | +| | | | perform | | +| | | | upgrades. | | +| | | | Grandfathered | | +| | | | customers | | +| | | | migrating to | | +| | | | another | | +| | | | wireless plan | | +| | | | are unable to | | +| | | | move back to a | | +| | | | retired plan. | | +| | | | Disclaimers | | +| | | | Business | | +| | | | Unlimited Plus | | +| | | | with Private | | +| | | | Wi-Fi: After 22 | | +| | | | GB of data | | +| | | | usage per line | | +| | | | per month, Contoso | | +| | | | may temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy.Business | | +| | | | Unlimited Basic | | +| | | | with Private | | +| | | | Wi-Fi: Contoso may | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy. Heads | | +| | | | up!In June | | +| | | | 2022, prices | | +| | | | are updating on | | +| | | | select retired | | +| | | | Unlimited | | +| | | | plans. Impacted | | +| | | | plans are: | | +| | | | Contoso Unlimited | | +| | | | Plan -No TV | | +| | | | Required | | +| | | | (Double Play) | | +| | | | Contoso Unlimited | | +| | | | Plus and Choice | | +| | | | for Business | | +| | | | Plans Contoso | | +| | | | Business | | +| | | | Unlimited | | +| | | | (Enhanced, | | +| | | | Plus, Basic) | | +| | | | Plans Contoso | | +| | | | Business | | +| | | | Unlimited | | +| | | | (Plus, Basic, | | +| | | | Enhanced) with | | +| | | | Private Wi-Fi | | +| | | | Plans Contoso | | +| | | | Business | | +| | | | Unlimited | | +| | | | Preferred Plan | | +| | | | Price update is | | +| | | | $6 increase for | | +| | | | single line | | +| | | | plans and $12 | | +| | | | for multi-line | | +| | | | plans.  The | | +| | | | increase is at | | +| | | | the SDG level.  | | +| | | | Customers will | | +| | | | see an increase | | +| | | | at the Group | | +| | | | level and not | | +| | | | the individual | | +| | | | line | | +| | | | level.Example: | | +| | | | A customer with | | +| | | | three lines on | | +| | | | an Unlimited | | +| | | | Plus with | | +| | | | Private Wi-Fi | | +| | | | plan with an | | +| | | | SDG of $95 will | | +| | | | see a monthly | | +| | | | increase of | | +| | | | $12.  This | | +| | | | customer will | | +| | | | pay $107 for | | +| | | | their monthly | | +| | | | plan (SDG) | | +| | | | going forward. | | +| | | | A customer with | | +| | | | single line | | +| | | | will see a $6 | | +| | | | increase (1 X | | +| | | | $6 SDG) A | | +| | | | customer with | | +| | | | multi-lines | | +| | | | will see a $12 | | +| | | | increase (1 X | | +| | | | $12 SDG) Bill | | +| | | | message | | +| | | | notifications | | +| | | | are being sent | | +| | | | starting in | | +| | | | May. Beginning | | +| | | | July 20, 2021, | | +| | | | 5G service* is | | +| | | | included on the | | +| | | | Retired: Contoso | | +| | | | Business | | +| | | | Unlimited | | +| | | | (Plus, Basic) | | +| | | | with Private | | +| | | | Wi-Fi Plans for | | +| | | | existing | | +| | | | customers with | | +| | | | a compatible | | +| | | | device. In | | +| | | | preparation for | | +| | | | this | | +| | | | enhancement, | | +| | | | Contoso will | | +| | | | automatically | | +| | | | move existing | | +| | | | customers with | | +| | | | a 5G device on | | +| | | | the Retired: | | +| | | | Contoso Business | | +| | | | Unlimited | | +| | | | (Plus, Basic) | | +| | | | with Private | | +| | | | Wi-Fi Plans to | | +| | | | a new SOC that | | +| | | | provisions 5G | | +| | | | network access. | | +| | | | These SOCs will | | +| | | | be added | | +| | | | starting in | | +| | | | April 2021 | | +| | | | through May | | +| | | | 2021. Impacted | | +| | | | customers will | | +| | | | be sent an | | +| | | | email advising | | +| | | | them of this | | +| | | | update | | +| | | | beginning April | | +| | | | 22, 2021. There | | +| | | | is no impact to | | +| | | | the customer's | | +| | | | account. | | +| | | | Disclaimer - 5G | | +| | | | Service: | | +| | | | Requires a | | +| | | | compatible 5G | | +| | | | device. 5G | | +| | | | service is not | | +| | | | available | | +| | | | everywhere. See | | +| | | | att.com/5Gforyo | | +| | | | u for details. | | +| | | | Offer | | +| | | | Highlights | | +| | | | Receive Contoso | | +| | | | Private Wi-Fi | | +| | | | at no cost with | | +| | | | the new | | +| | | | unlimited plans | | +| | | | for business. | | +| | | | Business | | +| | | | customers get | | +| | | | more value with | | +| | | | Contoso Unlimited | | +| | | | (Plus, and | | +| | | | Basic) with | | +| | | | Contoso Private | | +| | | | Wi-Fi plans! | | +| | | | Plans come with | | +| | | | Contoso Private | | +| | | | Wi-Fi which | | +| | | | includes: | | +| | | | Protection to | | +| | | | customer's data | | +| | | | over open Wi-Fi | | +| | | | networks. | | +| | | | Alerting | | +| | | | customers when | | +| | | | their current | | +| | | | Wi-Fi | | +| | | | connection is | | +| | | | vulnerable. | | +| | | | Learn more: | | +| | | | Private Wi-Fi | | +| | | | Service on | | +| | | | Business | | +| | | | Unlimited Wi-Fi | | +| | | | Plans and | | +| | | | Mobile Select. | | +| | | | Pricing | | +| | | | Pricing | | +| | | | Structure | | +| | | | Unlimited Data | | +| | | | plan charge1 | | +| | | | $95mo $55mo. | | +| | | | $75mo. $45mo. | | +| | | | Per device | | +| | | | access charge2 | | +| | | | Smartphones & | | +| | | | Basic phones | | +| | | | $35mo. Installm | | +| | | | ent/full | | +| | | | purchase$60mo. | | +| | | | 2-year contract | | +| | | | $35mo.Installme | | +| | | | nt/full purchas | | +| | | | e$60mo.2-year | | +| | | | contract | | +| | | | Tablets, | | +| | | | Connected Car, | | +| | | | Cameras, and | | +| | | | Wireless Home | | +| | | | Phone: $20mo. | | +| | | | Wearables: | | +| | | | $10mo. Multi- | | +| | | | phone discount3 | | +| | | | $15mo. with 3 | | +| | | | phones.$40mo. | | +| | | | with 4 | | +| | | | phones.$35mo. | | +| | | | with 5+ phones. | | +| | | | $15mo. with 3 | | +| | | | phones.$35mo. | | +| | | | with 4+ phones. | | +| | | | Plan Estimates | | +| | | | Select the plan | | +| | | | links to view | | +| | | | non-contracted | | +| | | | and contracted | | +| | | | phone only | | +| | | | (1-10 lines) | | +| | | | chart estimates | | +| | | | (includes the | | +| | | | Multi-phone, | | +| | | | with/without | | +| | | | AutoPay [AP] | | +| | | | discounts). | | +| | | | Plus with | | +| | | | Private Wi-Fi | | +| | | | plan estimates | | +| | | | Non-contracted | | +| | | | phone estimates | | +| | | | # of Phones | | +| | | | Data Plan | | +| | | | Phone Access | | +| | | | Charge Multi- | | +| | | | phone Discount | | +| | | | AutoPay | | +| | | | Discount | | +| | | | Estimate with | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 80 | Can a | Only Cruise | Content: N: | 7 | +| | customer | ship usage | Customer has | | +| | have a | is rated by | usage on/in: | | +| | Business | the cruise | How the | | +| | Passport | ship | customer's | | +| | package or I | package. All | usage rated: | | +| | nternational | other usage | Cruise package | | +| | Day Pass | in | Cruise ship | | +| | (IDP) for | IDP/Passport | Mexico Canada | | +| | Business on | destinations | A Caribbean | | +| | their line | is rated by | Island | | +| | of service, | IDP/Passport | Mexico and | | +| | along with | if added, | Canada rated by | | +| | the cruise | otherwise | the domestic | | +| | OTC package? | will rate as | rate plan. | | +| | | pay-per-use. | Only Cruise | | +| | | (Source: | ship usage is | | +| | | context) | rated by the | | +| | | Business | cruise ship | | +| | | customers | package. All | | +| | | can contact | other usage in | | +| | | BCSS to | IDP/Passport | | +| | | provision | destinations is | | +| | | cruise ship | rated by | | +| | | OTC | IDP/Passport if | | +| | | packages. | added, | | +| | | (Source: | otherwise will | | +| | | context) | rate as pay- | | +| | | Customers | per-use. See | | +| | | adding | Cruise packages | | +| | | packages | for additional | | +| | | beginning on | support. | | +| | | that date | Customer has a | | +| | | are | domestic rate | | +| | | restricted | plan that does | | +| | | from having | not include | | +| | | both an IDP | international | | +| | | or IDPBM | roaming. | | +| | | package AND | Extras on | | +| | | a Passport | customer's CTN: | | +| | | or Passport | Customer has | | +| | | Pro package. | usage on/in: | | +| | | (Source: | How the | | +| | | context) It | customer's | | +| | | is | usage rated: | | +| | | recommended | Cruise package | | +| | | that | Cruise ship | | +| | | business | Mexico Canada | | +| | | customers | A Caribbean | | +| | | select their | Island | | +| | | own internat | Cruise | | +| | | ional | ship usage is | | +| | | roaming | rated by the | | +| | | offer (IDPB | cruise ship | | +| | | or Business | package. | | +| | | Passport) | All other usage | | +| | | before | in IDP/Passport | | +| | | traveling | destinations is | | +| | | abroad. | rated by | | +| | | (Source: | IDP/Passport if | | +| | | context) | added, | | +| | | Only one | otherwise will | | +| | | plan can be | rate as pay- | | +| | | active on a | per-use. | | +| | | CTN at a | Provisioning | | +| | | time. | Consumer/SIG | | +| | | (Source: | customers can | | +| | | context) | either: Self-p | | +| | | Calls placed | rovision/purcha | | +| | | or received | se a cruise | | +| | | from cruise | ship package on | | +| | | ships are | myContoso. Call | | +| | | not | Customer | | +| | | discounted. | Service.* BMTS | | +| | | (Source: | Tier 1 | | +| | | context) | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: , they | | +| | | | may prefer to | | +| | | | select Contoso | | +| | | | Passport Pro. | | +| | | | Customers are | | +| | | | still able to | | +| | | | change back and | | +| | | | forth between | | +| | | | IDPIDP or IDPBM | | +| | | | on the one hand | | +| | | | and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pros on the | | +| | | | other hand, | | +| | | | depending on | | +| | | | their travel | | +| | | | needs. If a | | +| | | | customer | | +| | | | already has | | +| | | | both an IDP (or | | +| | | | IDPBM) feature | | +| | | | and a Passport | | +| | | | (or Passport | | +| | | | Pro) feature on | | +| | | | a their line as | | +| | | | of 7/15, the | | +| | | | customer should | | +| | | | remove either | | +| | | | the IDP (or | | +| | | | IDPBM) feature | | +| | | | or the Passport | | +| | | | (or Passport | | +| | | | Pro) feature to | | +| | | | avoid incurring | | +| | | | charges from | | +| | | | both features | | +| | | | when they | | +| | | | travel. If | | +| | | | the customer | | +| | | | chooses to have | | +| | | | its Passport or | | +| | | | Passport Pro | | +| | | | feature | | +| | | | removed, | | +| | | | remember to | | +| | | | backdate the | | +| | | | removal to the | | +| | | | original start | | +| | | | date for One- | | +| | | | Time Charge | | +| | | | Passport or to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle for | | +| | | | Recurring | | +| | | | Passport or | | +| | | | Passport Pro. | | +| | | | If the customer | | +| | | | has already | | +| | | | been billed for | | +| | | | both IDP (or | | +| | | | IDPBM) and | | +| | | | Passport (or | | +| | | | Passport Pro), | | +| | | | a credit can be | | +| | | | issued for the | | +| | | | feature being | | +| | | | removed, | | +| | | | following your | | +| | | | channel | | +| | | | policies. | | +| | | | International | | +| | | | Roaming Offer | | +| | | | Matrix | | +| | | | Destination | | +| | | | Lead Offer | | +| | | | Fall Back Offer | | +| | | | Other Options | | +| | | | Mexico & Canada | | +| | | | Contoso Business | | +| | | | Unlimited Plans | | +| | | | (Elite, | | +| | | | Performance, | | +| | | | Starter, Web- | | +| | | | Only) Take | | +| | | | the U.S. plan | | +| | | | to Mexico and | | +| | | | Canada at no | | +| | | | additional | | +| | | | cost. IDP* or | | +| | | | IDPBM** Use | | +| | | | the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | Rest of World | | +| | | | IDP* or IDPBM** | | +| | | | Use the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | N/A Effective | | +| | | | 7/15/20, IDP's | | +| | | | roam zone | | +| | | | increased to | | +| | | | 210+ countries | | +| | | | and matches | | +| | | | IDPBM, Passport | | +| | | | and Passport | | +| | | | Pro. Customers | | +| | | | adding packages | | +| | | | beginning on | | +| | | | that date are | | +| | | | restricted from | | +| | | | having both an | | +| | | | IDP or IDPBM | | +| | | | package AND a | | +| | | | Passport or | | +| | | | Passport Pro | | +| | | | package. | | +| | | | Customers who | | +| | | | have both | | +| | | | before 7/15/20 | | +| | | | are expected to | | +| | | | decide which | | +| | | | package they | | +| | | | want to keep | | +| | | | (in order to | | +| | | | avoid being | | +| | | | charged under | | +| | | | both). ** | | +| | | | IDPBM is only | | +| | | | available for | | +| | | | CRU lines on | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plans and | | +| | | | should always | | +| | | | be the choice | | +| | | | for customers | | +| | | | with such | | +| | | | plans. Mexico | | +| | | | Domestic rate | | +| | | | plans that | | +| | | | include travel | | +| | | | in Mexico with | | +| | | | no roaming | | +| | | | charges take | | +| | | | priority over | | +| | | | IDPIDP and | | +| | | | IDPBM for usage | | +| | | | in Mexico, so | | +| | | | no daily fee is | | +| | | | charged while | | +| | | | in Mexico. | | +| | | | Mexico roaming | | +| | | | bonus is not | | +| | | | compatible with | | +| | | | IDPIDP or | | +| | | | IDPBM. | | +| | | | Starting in | | +| | | | mid-October | | +| | | | 2022 & ending | | +| | | | November 1, | | +| | | | 2022, IDP | | +| | | | customers in | | +| | | | Lebanon will be | | +| | | | notified via | | +| | | | text that | | +| | | | Lebanon will no | | +| | | | longer be | | +| | | | included in IDP | | +| | | | and data | | +| | | | service will no | | +| | | | longer be | | +| | | | available in | | +| | | | Lebanon as of | | +| | | | November 1st. | | +| | | | Starting | | +| | | | November 1, | | +| | | | Pay-Per-Use | | +| | | | rates | | +| | | | (hyperlink to | | +| | | | PPU CCKM | | +| | | | article) for | | +| | | | voice and | | +| | | | messaging will | | +| | | | apply in | | +| | | | Lebanon.  Data | | +| | | | usage will not | | +| | | | be available. | | +| | | | Eligible Airlin | | +| | | | es/flights: Vis | | +| | | | it https://www. | | +| | | | aeromobile.net/ | | +| | | | airlines/ | | +| | | | Provisioning | | +| | | | Contoso will not | | +| | | | automatically | | +| | | | enroll most | | +| | | | customers in | | +| | | | IDP when on an | | +| | | | eligible | | +| | | | AeroMobile | | +| | | | enabled | | +| | | | international | | +| | | | flight, the | | +| | | | customer should | | +| | | | add it prior to | | +| | | | takeoff Cost | | +| | | | (same as IDP | | +| | | | destinations) | | +| | | | IDP - $10 a day | | +| | | | for each line | | +| | | | on the account  | | +| | | | IDPM - $10 a | | +| | | | day for at | | +| | | | least 1 line on | | +| | | | the account; $5 | | +| | | | a day for up to | | +| | | | 4 other lines | | +| | | | on the account | | +| | | | when charged a | | +| | | | daily fee on | | +| | | | the same | | +| | | | calendar date.  | | +| | | | If the customer | | +| | | | lands in an | | +| | | | included IDP | | +| | | | destination, | | +| | | | the 24-hour | | +| | | | usage period | | +| | | | continues, and | | +| | | | no additional | | +| | | | daily fees are | | +| | | | charged until | | +| | | | the 24-hour | | +| | | | usage period is | | +| | | | over. Find out | | +| | | | more on How it | | +| | | | Works Selling | | +| | | | Tips ✓ Simple | | +| | | | - One-time | | +| | | | enrollment | | +| | | | process with no | | +| | | | monthly charge. | | +| | | | Pay a daily fee | | +| | | | instead. ✓ | | +| | | | Flexible - | | +| | | | Daily fee per | | +| | | | device is only | | +| | | | charged when | | +| | | | there is usage | | +| | | | in an included | | +| | | | country. ✓ | | +| | | | Domestic Data, | | +| | | | Talk & Text - | | +| | | | Customers use | | +| | | | their domestic | | +| | | | data plan | | +| | | | internationally | | +| | | | without paying | | +| | | | additional data | | +| | | | roaming fees. | | +| | | | (Non-unlimited | | +| | | | plans may | | +| | | | result in | | +| | | | domestic | | +| | | | overage | | +| | | | charges.) ✓ | | +| | | | Comprehensive - | | +| | | | Customers can | | +| | | | relax, we've | | +| | | | got them | | +| | | | covered! IDP | | +| | | | and IDPBM are | | +| | | | now available | | +| | | | in over 210 | | +| | | | countries. Set | | +| | | | Expectations | | +| | | | IDPBM rate plan | | +| | | | requirements: | | +| | | | Source: | | +| | | | Content: | | +| | | | Staying | | +| | | | Connected while | | +| | | | abroad is | | +| | | | simpler than | | +| | | | ever! Eligible | | +| | | | Business and | | +| | | | Government | | +| | | | customers now | | +| | | | have 2 daily | | +| | | | fee roaming | | +| | | | packages to | | +| | | | choose from - | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business (IDP) | | +| | | | or | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business – | | +| | | | Multiline | | +| | | | (IDPBM)! Heads | | +| | | | up: For | | +| | | | FirstNet | | +| | | | accounts see | | +| | | | FirstNet | | +| | | | International | | +| | | | Roaming | | +| | | | Packages. | | +| | | | Eligibility | | | +| | | | Coverage | | | +| | | | Additional | | +| | | | Offer Details | | | +| | | | Comparison | | +| | | | Chart | | | +| | | | Selling Tips | | | +| | | | Expectations | | | +| | | | FAQ What's New | | +| | | | Effective | | +| | | | November 1, | | +| | | | 2022: Lebanon | | +| | | | is no longer | | +| | | | included in IDP | | +| | | | and cellular | | +| | | | data service is | | +| | | | no longer | | +| | | | available | | +| | | | there.  Voice | | +| | | | and texting | | +| | | | will be | | +| | | | available at | | +| | | | Pay-Per-Use | | +| | | | rates only. | | +| | | | Select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights will be | | +| | | | included in IDP | | +| | | | Beginning July | | +| | | | 20, 2022, we | | +| | | | will begin to | | +| | | | auto-provision | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for CRU | | +| | | | customers | | +| | | | roaming with a | | +| | | | tablet/Mi- | | +| | | | Fi/connected | | +| | | | laptop when: | | +| | | | The device has | | +| | | | no | | +| | | | international | | +| | | | roaming feature | | +| | | | and Has used | | +| | | | 5MB+ of | | +| | | | international | | +| | | | roaming data at | | +| | | | pay-per-use | | +| | | | rates. The | | +| | | | AOP/Day to Day | | +| | | | will receive an | | +| | | | email giving | | +| | | | the customer | | +| | | | the option to | | +| | | | keep the | | +| | | | feature or to | | +| | | | opt out.On | | +| | | | August 18, | | +| | | | 2021, we began | | +| | | | to auto- | | +| | | | provision IDP | | +| | | | for CRU | | +| | | | customers that | | +| | | | were: | | +| | | | Traveling | | +| | | | internationally | | +| | | | with a | | +| | | | smartphone | | +| | | | without an | | +| | | | international | | +| | | | roaming feature | | +| | | | and Have used | | +| | | | 5MB+ of | | +| | | | international | | +| | | | roaming data at | | +| | | | pay-per-use | | +| | | | rates. The | | +| | | | customers | | +| | | | receive an SMS | | +| | | | message and the | | +| | | | AOP/Day to Day | | +| | | | receives an | | +| | | | email giving | | +| | | | them the option | | +| | | | to keep the | | +| | | | feature or to | | +| | | | opt out.Note: | | +| | | | The following | | +| | | | are excluded | | +| | | | from auto- | | +| | | | provisioning: | | +| | | | CRU and | | +| | | | FirstNet Agency | | +| | | | Paid accounts | | +| | | | that FAN has a | | +| | | | restriction | | +| | | | from Reply to | | +| | | | Buy is set to | | +| | | | "Not Allowed" | | +| | | | in ROME | | +| | | | Government | | +| | | | contract | | +| | | | agreement types | | +| | | | in ROME:  CFSS | | +| | | | PA, GSA1, GSA3, | | +| | | | GOV PA, WSCA, | | +| | | | GSA, GSA2, GOV, | | +| | | | or CFSS | | +| | | | Important note: | | +| | | | Even with the | | +| | | | auto-provision | | +| | | | functionality | | +| | | | it is still | | +| | | | recommended | | +| | | | that business | | +| | | | customers | | +| | | | select their | | +| | | | own | | +| | | | international | | +| | | | roaming offer | | +| | | | (IDPB or | | +| | | | Business | | +| | | | Passport) | | +| | | | before | | +| | | | traveling | | +| | | | abroad.  Auto- | | +| | | | provision | | +| | | | solution is not | | +| | | | 100% | | +| | | | guaranteed. | | +| | | | ​​​​​​​ | | +| | | | Subscriber | | +| | | | Category | | +| | | | Device SOC | | +| | | | Auto- | | +| | | | Provisioned | | +| | | | after 5MB of | | +| | | | PPU use abroad | | +| | | | OPT-OUT via SMS | | +| | | | (short-code) | | +| | | | Email | | +| | | | notification | | +| | | | with option to | | +| | | | OPT-OUT OPT | | +| | | | OUT SOC CRU | | +| | | | Phone ZIRRLHDF | | +| | | | SMS | | +| | | | confirmation | | +| | | | Only Yes-Day | | +| | | | to Day Contact | | +| | | | IRCRNOAUT CRU | | +| | | | Tablet/MiFi/Lap | | +| | | | top ZIRRLHDF | | +| | | | n/a Yes- Day | | +| | | | to Day Contact | | +| | | | IRCRNOAUT | | +| | | | Here's What's | | +| | | | Included | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business (IDP) | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business – | | +| | | | Multiline | | +| | | | (IDPBM) $10 | | +| | | | daily fee for | | +| | | | each 24-hour | | +| | | | period. Fee | | +| | | | applies to each | | +| | | | line on the | | +| | | | billing account | | +| | | | that uses IDP. | | +| | | | Available with | | +| | | | any domestic | | +| | | | plan. Daily | | +| | | | fee for each | | +| | | | 24-hour period: | | +| | | | 1 line: $10 | | +| | | | 2-5 lines: 1 | | +| | | | line @ $10 1-4 | | +| | | | lines @ $5 each | | +| | | | 6 or more | | +| | | | lines: 4 | | +| | | | lines @ $5 each | | +| | | | 2 or more lines | | +| | | | @ 10 each | | +| | | | Fee applies to | | +| | | | each line on | | +| | | | the billing | | +| | | | account that | | +| | | | uses IDPBM. | | +| | | | Requires a | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan. One Low | | +| | | | Fee Per Day | | +| | | | Pay a daily fee | | +| | | | for each | | +| | | | 24-hour period | | +| | | | that the | | +| | | | customer talks, | | +| | | | texts, or uses | | +| | | | data within an | | +| | | | included | | +| | | | country. Text | | +| | | | messages | | +| | | | received are | | +| | | | rated as | | +| | | | domestic and do | | +| | | | not trigger a | | +| | | | daily fee. | | +| | | | Data Access | | +| | | | Data is drawn | | +| | | | from eligible | | +| | | | plan with same | | +| | | | data and speed | | +| | | | restrictions. | | +| | | | If domestic | | +| | | | plan includes | | +| | | | Video | | +| | | | Management, it | | +| | | | applies to the | | +| | | | international | | +| | | | package or | | +| | | | feature. If | | +| | | | IDP customer | | +| | | | exceeds the | | +| | | | amount of data | | +| | | | in the domestic | | +| | | | plan, overage | | +| | | | charges or data | | +| | | | speed reduction | | +| | | | up to 128Kbps | | +| | | | applies per | | +| | | | domestic plan.* | | +| | | | For Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan only: | | +| | | | After 50GB, | | +| | | | Contoso may | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy.* *If | | +| | | | data speed is | | +| | | | slowed, all | | +| | | | data use, | | +| | | | including audio | | +| | | | and video | | +| | | | streaming, | | +| | | | picture and | | +| | | | video | | +| | | | messaging, and | | +| | | | other types of | | +| | | | data may not | | +| | | | work. | | +| | | | Unlimited Calls | | +| | | | to the U.S. | | +| | | | Includes | | +| | | | cellular calls | | +| | | | from ID Source: | | +| | | | Content: News & | | +| | | | UpdatesEffectiv | | +| | | | e May 10, 2023: | | +| | | | Passport (OTC | | +| | | | and Recurring) | | +| | | | packages and | | +| | | | Contoso Passport | | +| | | | Pro were | | +| | | | grandfathered | | +| | | | for | | +| | | | Business/CRU | | +| | | | subscribers.  | | +| | | | Recurring Passp | | +| | | | ort/Passport | | +| | | | Pro subscribers | | +| | | | can keep their | | +| | | | package until | | +| | | | they expire it. | | +| | | | New Contoso | | +| | | | Business | | +| | | | Passport (22GB) | | +| | | | offer launched | | +| | | | to market. | | +| | | |  Details can be | | +| | | | found in Contoso | | +| | | | Business | | +| | | | Passport - | | +| | | | BCSS. | | +| | | | Effective | | +| | | | November 1, | | +| | | | 2022: Lebanon | | +| | | | is no longer | | +| | | | included in IDP | | +| | | | or Passport/Pas | | +| | | | sport Pro and | | +| | | | cellular data | | +| | | | service is no | | +| | | | longer | | +| | | | available | | +| | | | there.  Voice | | +| | | | and texting | | +| | | | will be | | +| | | | available at | | +| | | | Pay-Per-Use | | +| | | | rates only. | | +| | | | Select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights will be | | +| | | | included in IDP | | +| | | | and Passport/Pa | | +| | | | ssport Pro | | +| | | | Travel with | | +| | | | peace of | | +| | | | mindShare your | | +| | | | travel | | +| | | | adventures with | | +| | | | unlimited | | +| | | | texts.Pay for | | +| | | | one month or | | +| | | | set up | | +| | | | recurring | | +| | | | charges for | | +| | | | extended | | +| | | | trips.Stay | | +| | | | connected in | | +| | | | over 210 | | +| | | | countries. | | +| | | | Note: See | | +| | | | Feature and | | +| | | | Plans | | +| | | | Compatibility | | +| | | | List for | | +| | | | important | | +| | | | billing and | | +| | | | plan | | +| | | | comparisons. | | +| | | | Pick your plan | | +| | | | Contoso Passport | | +| | | | 2GB (CRU only) | | +| | | |   Contoso | | +| | | | Passport 6GB | | +| | | | (CRU only) | | +| | | |   Contoso | | +| | | | Passport Pro | | +| | | | 10GB   | | +| | | | $70 mo./per | | +| | | | device   $140 | | +| | | | mo./per device | | +| | | |   $200 mo./per | | +| | | | device | | +| | | | One-time charge | | +| | | | or recurring.Ov | | +| | | | erage: $30/GB | | +| | | | One-time | | +| | | | charge or recur | | +| | | | ring.Overage: | | +| | | | $30/GB   | | +| | | | Recurring | | +| | | | only.No | | +| | | | Overage.Data | | +| | | | speed slows to | | +| | | | max of 256Kbps | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD70Recurrin | | +| | | | g: IRRPAD70 | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD140Recurri | | +| | | | ng: IRRPAD140 | | +| | | | Includes 250 | | +| | | | minutesOverage: | | +| | | | $0.45 per | | +| | | | minute Contoso | | +| | | | International | | +| | | | Calling include | | +| | | | dSOCsOTC: | | +| | | | N/ARecurring: | | +| | | | IRPPRO200 | | +| | | | See details. | | +| | | | See details. | | +| | | | See details. | | +| | | | Up to 30 days: | | +| | | | Plans auto- | | +| | | | expire 30 days | | +| | | | after the | | +| | | | effective | | +| | | | date.30+ days: | | +| | | | Monthly | | +| | | | recurring plans | | +| | | | for smartphone/ | | +| | | | feature phone | | +| | | | devices & data | | +| | | | only devices | | +| | | | require the | | +| | | | customer to | | +| | | | retain the plan | | +| | | | for a minimum | | +| | | | of 2 months. (1 | | +| | | | month for Contoso | | +| | | | Passport Pro). | | +| | | |   Plans Prior | | +| | | | to October 16, | | +| | | | 2019 Make the | | +| | | | most of your | | +| | | | travels Turn | | +| | | | off your | | +| | | | messaging apps, | | +| | | | disable | | +| | | | automatic | | +| | | | updates and | | +| | | | background | | +| | | | refreshes to | | +| | | | make your data | | +| | | | go further. | | +| | | | Keep track of | | +| | | | your data | | +| | | | usage: iOS | | +| | | | device: | | +| | | | Go to Settings | | +| | | | > Cellular. | | +| | | | Scroll to the | | +| | | | bottom and tap | | +| | | | Reset | | +| | | | Statistics. | | +| | | | Android device: | | +| | | | Usage is | | +| | | | tracked by bill | | +| | | | cycle. Make a | | +| | | | note of how | | +| | | | much data has | | +| | | | been used when | | +| | | | you arrive. You | | +| | | | can also search | | +| | | | for a data | | +| | | | usage app on | | +| | | | Google Play. | | +| | | | With Wi-Fi | | +| | | | Calling, you | | +| | | | can call back | | +| | | | to the U.S. at | | +| | | | no additional | | +| | | | charge. If | | +| | | | you have Contoso | | +| | | | Passport, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | country you're | | +| | | | in, are billed | | +| | | | at the low | | +| | | | Passport per- | | +| | | | minute rate. | | +| | | | If you have | | +| | | | Contoso Passport | | +| | | | Pro, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | one you're in, | | +| | | | are included in | | +| | | | your package | | +| | | | minutes. | | +| | | | For more | | +| | | | information, | | +| | | | read the Contoso | | +| | | | Passport travel | | +| | | | tips. The | | +| | | | Rules! | | +| | | | Customer has | | +| | | | less than 90 | | +| | | | days tenure? | | +| | | | BCSS - transfer | | +| | | | to Fraud | | +| | | | following | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | (available to | | +| | | | BCSS, Mobility | | +| | | | - CLG, CS - ATS | | +| | | | /PAC/Prepaid/MS | | +| | | | &S, VSE, Fraud, | | +| | | | and NSP - | | +| | | | External) Do | | +| | | | not add plans | | +| | | | during the | | +| | | | processing of | | +| | | | BAN-to-BAN | | +| | | | moves, CTN | | +| | | | change, cancel | | +| | | | or suspension. | | +| | | | Duplicate | | +| | | | charges bill if | | +| | | | you do. Remove | | +| | | | the | | +| | | | International | | +| | | | Roaming Block | | +| | | | (NIRM) feature | | +| | | | before adding | | +| | | | the plan: | | +| | | | The customer | | +| | | | may contact | | +| | | | Contoso to re-add | | +| | | | it when they | | +| | | | return from | | +| | | | their travels. | | +| | | | Only one at a | | +| | | | time! Just one | | +| | | | plan can be | | +| | | | active on a CTN | | +| | | | at a time: | | +| | | | Source: | | +| | | | Content: T | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages. | | +| | | | Review Rates | | +| | | | and Coverage | | +| | | | Only offer | | +| | | | current | | +| | | | available | | +| | | | offers. | | +| | | | External Site | | +| | | | www.att.com/glo | | +| | | | bal 4 | | +| | | | Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso | | +| | | | World: www.att. | | +| | | | com/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Roaming | | +| | | | Refer to How to | | +| | | | Use Your Phone | | +| | | | Outside of the | | +| | | | U.S. - BCSS. | | +| | | | Calls placed or | | +| | | | received from | | +| | | | cruise ships | | +| | | | are not | | +| | | | discounted. | | +| | | | For rates and | | +| | | | details, see | | +| | | | Contoso Cruise | | +| | | | One-Time Charge | | +| | | | (OTC) | | +| | | | Packages.  | | +| | | | Provide the | | +| | | | external number | | +| | | | (+1.314.925.692 | | +| | | | 5) for troubles | | +| | | | hooting.  | | +| | | | This call is | | +| | | | free from the | | +| | | | customer's | | +| | | | wireless phone | | +| | | | while traveling | | +| | | | internationally | | +| | | | .  There is a | | +| | | | charge if the | | +| | | | call is from a | | +| | | | wired phone; | | +| | | | however, Contoso | | +| | | | obtains a | | +| | | | callback number | | +| | | | and calls the | | +| | | | customer back | | +| | | | to minimize | | +| | | | costs to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key.  | | +| | | | For BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | International | | +| | | | Traveling - | | +| | | | Passport or | | +| | | | Global | | +| | | | Messaging | | +| | | | features | | +| | | | Sending - | | +| | | | Messages are | | +| | | | unlimited and | | +| | | | do not draw | | +| | | | from a domestic | | +| | | | messaging plan: | | +| | | | ◦No matter | | +| | | | where you send | | +| | | | it (individual | | +| | | | to individual | | +| | | | only) | | +| | | | Example: While | | +| | | | in Italy, | | +| | | | sending a | | +| | | | message to | | +| | | | someone else in | | +| | | | Italy, or | | +| | | | someone back to | | +| | | | the U.S.  | | +| | | | Receiving - | | +| | | | Domestic | | +| | | | messaging rate | | +| | | | applies to | | +| | | | messages | | +| | | | received: | | +| | | | Messages can | | +| | | | come from any | | +| | | | international | | +| | | | location, or | | +| | | | from the U.S.  | | +| | | | Customers with | | +| | | | an unlimited | | +| | | | messaging | | +| | | | domestic plan, | | +| | | | such as Mobile | | +| | | | Share Advantage | | +| | | | plans, receive | | +| | | | unlimited | | +| | | | messaging while | | +| | | | traveling.  | | +| | | | Voicemail | | +| | | | Voicemail | | +| | | | Charges If | | +| | | | the device is | | +| | | | turned on and | | +| | | | registering on | | +| | | | a foreign | | +| | | | carrier's | | +| | | | GSM/GPRS/UMTS | | +| | | | network, | | +| | | | unanswered | | +| | | | calls that | | +| | | | route to the | | +| | | | Contoso voicemail | | +| | | | system are | | +| | | | charged as an | | +| | | | international | | +| | | | roaming | | +| | | | incoming call | | +| | | | to the device. | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming.  | | +| | | | Visual | | +| | | | Voicemail ( | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 81 | Do customers | I don't | Content: 't | 1 | +| | with Contoso | know. | cover the | | +| | Cruise Ship | | customer's | | +| | packages | | cruise? If | | +| | receive | | your Cruise | | +| | landing | | doesn't qualify | | +| | messages? | | for a Cruise | | +| | | | package No | | +| | | | problem! Your | | +| | | | device | | +| | | | may still work, | | +| | | | but your usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates. Talk | | +| | | | for $3.00 | | +| | | | Text: | | +| | | | $0.50/message, | | +| | | | $1.30/picture | | +| | | | or video | | +| | | | message Data: | | +| | | | $2.05/MB | | +| | | | ($.002/KB)** | | +| | | | Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and | | +| | | | video messages | | +| | | | received.**Usag | | +| | | | e is calculated | | +| | | | in full | | +| | | | kilobyte | | +| | | | increments | | +| | | | ($0.002/KB) and | | +| | | | rounded up to | | +| | | | the next full- | | +| | | | kilobyte | | +| | | | increment. | | +| | | | Details | | +| | | | Eligibility | | +| | | | Requirements & | | +| | | | Restrictions ✔ | | +| | | | Must meet | | +| | | | international | | +| | | | eligibility | | +| | | | requirements. | | +| | | | ✔ Available to | | +| | | | Consumer/IRU/CR | | +| | | | U, FirstNet and | | +| | | | Contoso Signature | | +| | | | Program (SIG) | | +| | | | customers. ✔ | | +| | | | Work with any | | +| | | | domestic rate | | +| | | | plan. ✔ | | +| | | | Required per | | +| | | | CTN. ✔ | | +| | | | Available | | +| | | | for smartphone | | +| | | | and for tablets | | +| | | |  (wearables and | | +| | | | connected car | | +| | | | are excluded). | | +| | | | ✔ Private | | +| | | | yachts, river | | +| | | | cruises, and | | +| | | | ferries do not | | +| | | | qualify for | | +| | | | Cruise OTC | | +| | | | packages. ✔ | | +| | | | Usage is | | +| | | | discounted by | | +| | | | package on over | | +| | | | 175 cruise | | +| | | | ships. ✔ Usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates on other | | +| | | | cruise ships. | | +| | | | Selling Tips | | +| | | | Help Consumer | | +| | | | customers | | +| | | | purchase a | | +| | | | package1 in 3 | | +| | | | different ways: | | +| | | | Direct the | | +| | | | customer to | | +| | | | their myContoso | | +| | | | account and | | +| | | | follow the | | +| | | | international | | +| | | | guided flow. | | +| | | | Business | | +| | | | customers can | | +| | | | purchase a | | +| | | | package by | | +| | | | calling | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS). | | +| | | | Suggest adding | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business or | | +| | | | Contoso Business | | +| | | | Passport to | | +| | | | cover usage on | | +| | | | land or in | | +| | | | port. | | +| | | | 1Packages are | | +| | | | not available | | +| | | | for | | +| | | | provisioning | | +| | | | via OPUS, | | +| | | | Premier, or the | | +| | | | IVR.2The myContoso | | +| | | | international | | +| | | | guided flow is | | +| | | | frequently | | +| | | | updated; | | +| | | | screenshots may | | +| | | | not always | | +| | | | match the | | +| | | | actual | | +| | | | experience. | | +| | | | Additional Plan | | +| | | | Information | | +| | | | Cruise Packages | | +| | | | Details $60 | | +| | | | Contoso Cruise | | +| | | | Basic $100 | | +| | | | Contoso Cruise | | +| | | | Plus Price | | +| | | | $60 $100 | | +| | | | Eligible | | +| | | | Devices | | +| | | | Smartphones | | +| | | | only | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Minutes(Calls | | +| | | | made or | | +| | | | received while | | +| | | | international | | +| | | | roaming) | | +| | | | 100Overage: | | +| | | | $1/minute | | +| | | | Unlimited | | +| | | | Messages sent | | +| | | | (text, picture, | | +| | | | or video) while | | +| | | | international | | +| | | | roaming | | +| | | | (Domestic rates | | +| | | | apply to | | +| | | | messages | | +| | | | received) | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Cellular Data | | +| | | | (International | | +| | | | roaming) | | +| | | | 100MBOverage: | | +| | | | $10 per 100MB | | +| | | | 1GBOverage: $10 | | +| | | | per 100MB CRU | | +| | | | SOC IRCSPVMD | | +| | | | IRCSP1GB | | +| | | | FirstNet SOC | | +| | | | (Black SIM) | | +| | | | FNCSPVMD | | +| | | | FNCSP1GB | | +| | | | FirstNet Contoso | | +| | | | SOC(Orange SIM) | | +| | | | IRCSPVMD | | +| | | | IRCSP1GB Other | | +| | | | Details The | | +| | | | customer's | | +| | | | device is | | +| | | | registered on | | +| | | | the ship's | | +| | | | cellular | | +| | | | network when | | +| | | | Cellular at | | +| | | | Sea, 901-18 or | | +| | | | NOR-18 displays | | +| | | | on the device | | +| | | | in the upper- | | +| | | | left side of | | +| | | | the device's | | +| | | | screen. The | | +| | | | customer's | | +| | | | device switches | | +| | | | and registers | | +| | | | on a cellular | | +| | | | network from a | | +| | | | provider in the | | +| | | | country as the | | +| | | | ship approaches | | +| | | | land. When | | +| | | | ships are | | +| | | | docked or | | +| | | | tendered at a | | +| | | | U.S. port, | | +| | | | including | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands, and | | +| | | | the customer is | | +| | | | connected to a | | +| | | | land-based | | +| | | | cellular | | +| | | | carrier, usage | | +| | | | onboard the | | +| | | | ship is billed | | +| | | | at domestic | | +| | | | rates. The OTC | | +| | | | charge: | | +| | | | Bills only once | | +| | | | on the | | +| | | | package's | | +| | | | effective date, | | +| | | | even if the | | +| | | | package crosses | | +| | | | a bill cycle. | | +| | | | Does not pro- | | +| | | | rate. Will | | +| | | | bill once its | | +| | | | effective date | | +| | | | has passed. | | +| | | | Will not bill | | +| | | | if the package | | +| | | | is expired | | +| | | | before or on | | +| | | | its effective | | +| | | | date. Cruise | | +| | | | ships are not | | +| | | | included in | | +| | | | Contoso Business | | +| | | | Passport or | | +| | | | International | | +| | | | Day Pass for Bu | | +| | | | siness packages | | +| | | | . Billing | | +| | | | Priorities | | +| | | | International | | +| | | | usage is rated | | +| | | | in this billing | | +| | | | priority: 1st | | +| | | | - Domestic Rate | | +| | | | Plan, if it | | +| | | | includes | | +| | | | roaming | | +| | | | coverage in | | +| | | | international | | +| | | | countries | | +| | | | (example Mexico | | +| | | | and/or | | +| | | | Canada)2nd - | | +| | | | International | | +| | | | Day Pass3rd - | | +| | | | Passport4th - | | +| | | | Contoso Cruise | | +| | | | Ship Package5th | | +| | | | - Pay per use | | +| | | | Examples of how | | +| | | | rating occurs: | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that | | +| | | | includes Mexico | | +| | | | and Canada. | | +| | | | Extras on | | +| | | | customer's CT | | +| | | | Source: | | +| | | | Content: Stay | | +| | | | in touch while | | +| | | | on your cruise! | | +| | | | We have | | +| | | | packages on | | +| | | | over 175 cruise | | +| | | | ships with no | | +| | | | extra charge on | | +| | | | land, in | | +| | | | Mexico, Canada, | | +| | | | and select | | +| | | | Caribbean | | +| | | | islands. Set | | +| | | | Sail and Stay | | +| | | | Connected Stay | | +| | | | connected with | | +| | | | up to 1GB of | | +| | | | data, talk and | | +| | | | unlimited test | | +| | | | on over 175 | | +| | | | cruise ships | | +| | | | with Contoso | | +| | | | Cruise packages | | +| | | | . Effective | | +| | | | June 1, 2023, | | +| | | | Contoso Cruise | | +| | | | packages are | | +| | | | being updated | | +| | | | to create more | | +| | | | value for | | +| | | | customers:  | | +| | | | $100 Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Plus’ | | +| | | | and remains a | | +| | | | $100 One Time | | +| | | | Cost $50 | | +| | | | Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Basic’ | | +| | | | and is now a | | +| | | | $60 One Time | | +| | | | Cost | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Smartphones | | +| | | | only | | +| | | | Voice remains | | +| | | | Unlimited | | +| | | | Voice minutes | | +| | | | increase from | | +| | | | 50 minutes to | | +| | | | 100 minutes | | +| | | | Voice overages | | +| | | | reduced from | | +| | | | $2/min to | | +| | | | $1/min | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Data allowance | | +| | | | increases from | | +| | | | 200MB to 1GB | | +| | | | Data overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Data allowance | | +| | | | increases from | | +| | | | no data to | | +| | | | 100MB Data | | +| | | | overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Usage of Cruise | | +| | | | Package is | | +| | | | limited to | | +| | | | eligible Cruise | | +| | | | Ships only | | +| | | | starting | | +| | | | 6/1/23; IDP | | +| | | | will auto- | | +| | | | provision on | | +| | | | land-based | | +| | | | carriers for | | +| | | | eligible | | +| | | | customers. | | +| | | | Prior to | | +| | | | 6/1/23, Cruise | | +| | | | usage was | | +| | | | allowed in | | +| | | | Canada, Mexico | | +| | | | and some | | +| | | | Caribbean | | +| | | | Islands | | +| | | | For customers | | +| | | | that DO NOT | | +| | | | select a Cruise | | +| | | | Package or are | | +| | | | on a non- | | +| | | | eligible ship, | | +| | | | Pay-Per Use | | +| | | | Data remains @ | | +| | | | $2.05/MB for | | +| | | | data, $3/minute | | +| | | | for voice, | | +| | | | $0.50 per SMS & | | +| | | | $1.30 per MMS. | | +| | | | By increasing | | +| | | | the data | | +| | | | allowance in | | +| | | | both packages | | +| | | | and providing | | +| | | | greater value | | +| | | | in data | | +| | | | overages, | | +| | | | recommend a | | +| | | | Cruise package | | +| | | | for your | | +| | | | customers | | +| | | | compared to | | +| | | | Pay-Per-Use | | +| | | | rates! Start | | +| | | | the | | +| | | | conversation | | +| | | | Important | | +| | | | Questions for | | +| | | | the Customer ✔ | | +| | | | Which cruise | | +| | | | line will you | | +| | | | be sailing | | +| | | | on?(Confirm | | +| | | | cruise | | +| | | | line/ship is | | +| | | | listed on | | +| | | | Cruise Ships | | +| | | | Guide  and | | +| | | | record it in | | +| | | | notes.) ✔ How | | +| | | | long will you | | +| | | | be on your crui | | +| | | | se?(Recommend | | +| | | | the right | | +| | | | package(s) to | | +| | | | cover all | | +| | | | usage.) ✔ | | +| | | | Where is your | | +| | | | cruise taking | | +| | | | you?(Recommend | | +| | | | IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport for | | +| | | | when customer | | +| | | | is on shore. | | +| | | | Contoso Cruise | | +| | | | packages do not | | +| | | | cover usage in | | +| | | | port or on | | +| | | | land. ✔ Is | | +| | | | travel in | | +| | | | Mexico or | | +| | | | Canada included | | +| | | | in your | | +| | | | domestic rate | | +| | | | plan?(Rated as | | +| | | | domestic) ✔ | | +| | | | Will you be | | +| | | | using data | | +| | | | while you are | | +| | | | away?(If | | +| | | | estimated data | | +| | | | usage is | | +| | | | greater than | | +| | | | 200MBs, suggest | | +| | | | using IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport when | | +| | | | on the ship in | | +| | | | port or | | +| | | | onshore.) ✔ | | +| | | | Packages are | | +| | | | available on | | +| | | | over 175 cruise | | +| | | | ships. Choose | | +| | | | the cruise | | +| | | | package that's | | +| | | | right for you! | | +| | | | Auto expires in | | +| | | | 30 days! There | | +| | | | are two plans | | +| | | | to choose from, | | +| | | | depending on | | +| | | | your device | | +| | | | type: Contoso | | +| | | | Cruise Plus | | +| | | |  $100 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk | | +| | | | and Text*: | | +| | | | Unlimited  ✔ | | +| | | | Data: 1GB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance  ✔ | | +| | | | Available for | | +| | | | smartphones & t | | +| | | | ablets *Standar | | +| | | | d domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. Contoso | | +| | | | Cruise Basic | | +| | | |  $60 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk: | | +| | | | 100 minutes; | | +| | | | overage $1.00 | | +| | | | per minute  ✔ | | +| | | | Text*: | | +| | | | Unlimited ✔ | | +| | | | Data:  100MB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance ✔ | | +| | | | Available for | | +| | | | smartphones | | +| | | | only *Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. | | +| | | | Click here | | +| | | | (Contoso Data | | +| | | | Calculator - | | +| | | | Estimate Your | | +| | | | Internet Data | | +| | | | Usage | | +| | | | (att.com)) if | | +| | | | your customer | | +| | | | needs help | | +| | | | determining | | +| | | | their data | | +| | | | needs How do | | +| | | | you add a | | +| | | | cruise ship | | +| | | | package? Contoso | | +| | | | Cruise Ship | | +| | | | packages can be | | +| | | | purchased as of | | +| | | | February 20, | | +| | | | 2020 in these | | +| | | | sales channels: | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS) The | | +| | | | myContoso secured | | +| | | | account What | | +| | | | if the Cruise | | +| | | | package doesn | | +| | | | Source: | | +| | | | Content: N: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Mexico and | | +| | | | Canada rated by | | +| | | | the domestic | | +| | | | rate plan. | | +| | | | Only Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. All | | +| | | | other usage in | | +| | | | IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. See | | +| | | | Cruise packages | | +| | | | for additional | | +| | | | support. | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: T | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages. | | +| | | | Review Rates | | +| | | | and Coverage | | +| | | | Only offer | | +| | | | current | | +| | | | available | | +| | | | offers. | | +| | | | External Site | | +| | | | www.att.com/glo | | +| | | | bal 4 | | +| | | | Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso | | +| | | | World: www.att. | | +| | | | com/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Roaming | | +| | | | Refer to How to | | +| | | | Use Your Phone | | +| | | | Outside of the | | +| | | | U.S. - BCSS. | | +| | | | Calls placed or | | +| | | | received from | | +| | | | cruise ships | | +| | | | are not | | +| | | | discounted. | | +| | | | For rates and | | +| | | | details, see | | +| | | | Contoso Cruise | | +| | | | One-Time Charge | | +| | | | (OTC) | | +| | | | Packages.  | | +| | | | Provide the | | +| | | | external number | | +| | | | (+1.314.925.692 | | +| | | | 5) for troubles | | +| | | | hooting.  | | +| | | | This call is | | +| | | | free from the | | +| | | | customer's | | +| | | | wireless phone | | +| | | | while traveling | | +| | | | internationally | | +| | | | .  There is a | | +| | | | charge if the | | +| | | | call is from a | | +| | | | wired phone; | | +| | | | however, Contoso | | +| | | | obtains a | | +| | | | callback number | | +| | | | and calls the | | +| | | | customer back | | +| | | | to minimize | | +| | | | costs to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key.  | | +| | | | For BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | International | | +| | | | Traveling - | | +| | | | Passport or | | +| | | | Global | | +| | | | Messaging | | +| | | | features | | +| | | | Sending - | | +| | | | Messages are | | +| | | | unlimited and | | +| | | | do not draw | | +| | | | from a domestic | | +| | | | messaging plan: | | +| | | | ◦No matter | | +| | | | where you send | | +| | | | it (individual | | +| | | | to individual | | +| | | | only) | | +| | | | Example: While | | +| | | | in Italy, | | +| | | | sending a | | +| | | | message to | | +| | | | someone else in | | +| | | | Italy, or | | +| | | | someone back to | | +| | | | the U.S.  | | +| | | | Receiving - | | +| | | | Domestic | | +| | | | messaging rate | | +| | | | applies to | | +| | | | messages | | +| | | | received: | | +| | | | Messages can | | +| | | | come from any | | +| | | | international | | +| | | | location, or | | +| | | | from the U.S.  | | +| | | | Customers with | | +| | | | an unlimited | | +| | | | messaging | | +| | | | domestic plan, | | +| | | | such as Mobile | | +| | | | Share Advantage | | +| | | | plans, receive | | +| | | | unlimited | | +| | | | messaging while | | +| | | | traveling.  | | +| | | | Voicemail | | +| | | | Voicemail | | +| | | | Charges If | | +| | | | the device is | | +| | | | turned on and | | +| | | | registering on | | +| | | | a foreign | | +| | | | carrier's | | +| | | | GSM/GPRS/UMTS | | +| | | | network, | | +| | | | unanswered | | +| | | | calls that | | +| | | | route to the | | +| | | | Contoso voicemail | | +| | | | system are | | +| | | | charged as an | | +| | | | international | | +| | | | roaming | | +| | | | incoming call | | +| | | | to the device. | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming.  | | +| | | | Visual | | +| | | | Voicemail ( | | +| | | | Source: | | +| | | | Content: | | +| | | | transactions | | +| | | | completed and | | +| | | | communicate | | +| | | | them to the | | +| | | | customer.¶ ¶ | | +| | | | ¶ Promote | | +| | | | Self-Service¶ | | +| | | | Customers can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus. | | +| | | | ◦Status for | | +| | | | orders placed | | +| | | | in the last 24 | | +| | | | hours may not | | +| | | | be available.En | | +| | | | tering the | | +| | | | customer's | | +| | | | email address | | +| | | | (checkout | | +| | | | screen) sends | | +| | | | the customer | | +| | | | order | | +| | | | notification | | +| | | | that the device | | +| | | | has | | +| | | | shipped.Refer | | +| | | | the customer to | | +| | | | www.att.com/dev | | +| | | | icehowto for | | +| | | | device | | +| | | | support.¶ Post | | +| | | | Call | | +| | | | Notification¶ | | +| | | | Send a PCN as | | +| | | | outlined in | | +| | | | your groups PCN | | +| | | | policy.¶ | | +| | | | Device | | +| | | | Expectations¶ | | +| | | | The order does | | +| | | | not ship until | | +| | | | online T&Cs are | | +| | | | accepted by the | | +| | | | customer.Shared | | +| | | | Upgrades | | +| | | | sometimes | | +| | | | require a visit | | +| | | | to an Contoso | | +| | | | Retail store or | | +| | | | a call to | | +| | | | Customer | | +| | | | Service to | | +| | | | activate the | | +| | | | device on the | | +| | | | correct CTN. | | +| | | | This occurs | | +| | | | when rep | | +| | | | performs a | | +| | | | "manual cross- | | +| | | | upgrade" rather | | +| | | | than using the | | +| | | | correct | | +| | | | flow.Refer the | | +| | | | customer to the | | +| | | | Copy Contact | | +| | | | Wizard (att.com | | +| | | | /learningcenter | | +| | | | /copy- | | +| | | | contacts.do) | | +| | | | and Device | | +| | | | Support (www.at | | +| | | | t.com/devicesup | | +| | | | port) for | | +| | | | instructions on | | +| | | | transferring | | +| | | | contacts | | +| | | | between | | +| | | | devices.Offer | | +| | | | Contoso Protect | | +| | | | Advantage and | | +| | | | Device | | +| | | | Protection | | +| | | | during an | | +| | | | upgrade if the | | +| | | | customer is not | | +| | | | enrolled.¶ If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ Does | | +| | | | not qualify for | | +| | | | any upgrade | | +| | | | optionIf the | | +| | | | customer | | +| | | | disputes their | | +| | | | upgrade | | +| | | | eligibility | | +| | | | date, complete | | +| | | | the | | +| | | | troubleshooting | | +| | | | steps in | | +| | | | Customer | | +| | | | Disputes | | +| | | | Upgrade | | +| | | | Eligibility | | +| | | | Date - BCSS.Sec | | +| | | | ured/Override | | +| | | | or does not | | +| | | | want to | | +| | | | purchaseProvide | | +| | | | the customer | | +| | | | with the | | +| | | | following | | +| | | | information.¶ | | +| | | | Contoso is | | +| | | | committed to | | +| | | | offering the | | +| | | | best new | | +| | | | devices at a | | +| | | | discounted | | +| | | | price when a | | +| | | | customer is | | +| | | | eligible to | | +| | | | upgrade. Many | | +| | | | factors are | | +| | | | considered when | | +| | | | determining | | +| | | | price and | | +| | | | eligibility.¶ | | +| | | | Some of those | | +| | | | factors are | | +| | | | tenure, | | +| | | | revenue, and | | +| | | | date of last | | +| | | | upgrade. ¶ | | +| | | | Customers may | | +| | | | see different | | +| | | | pricing | | +| | | | structures | | +| | | | through various | | +| | | | different | | +| | | | channels, that | | +| | | | is, myContoso, | | +| | | | Premier, and | | +| | | | retail.¶ A | | +| | | | customer may | | +| | | | upgrade through | | +| | | | other channels | | +| | | | if they are | | +| | | | eligible for an | | +| | | | upgrade. | | +| | | | Equipment | | +| | | | pricing may be | | +| | | | less online at | | +| | | | times due to | | +| | | | the lower | | +| | | | overhead costs. | | +| | | | This is a | | +| | | | common practice | | +| | | | with many | | +| | | | retail | | +| | | | organizations. | | +| | | | ¶ Contoso | | +| | | | Certified | | +| | | | Restored | | +| | | | devices may be | | +| | | | available | | +| | | | through Premier | | +| | | | or att.com/wire | | +| | | | less.¶ | | +| | | | Customers would | | +| | | | need to order | | +| | | | through those | | +| | | | sales channels | | +| | | | to take | | +| | | | advantage of | | +| | | | Contoso Certified | | +| | | | Restored | | +| | | | devices.The | | +| | | | only difference | | +| | | | with an Contoso | | +| | | | Certified | | +| | | | Restored device | | +| | | | is the actual | | +| | | | handset and | | +| | | | pricing, all | | +| | | | other ordering | | +| | | | and | | +| | | | return/exchange | | +| | | | rules are | | +| | | | standard.¶ ¶ | | +| | | | Price | | +| | | | Overrides¶ | | +| | | | OPUS automates | | +| | | | the best | | +| | | | available | | +| | | | prices for the | | +| | | | customer. Never | | +| | | | proactively | | +| | | | offer Price | | +| | | | Overrides. Use | | +| | | | Price Overrides | | +| | | | as a last | | +| | | | resort. All | | +| | | | Price Overrides | | +| | | | are subject to | | +| | | | audits and | | +| | | | reporting. Each | | +| | | | channel has an | | +| | | | approved | | +| | | | threshold for | | +| | | | adjusting | | +| | | | equipment | | +| | | | prices. Do not | | +| | | | offer to adjust | | +| | | | the equipment | | +| | | | price prior to | | +| | | | reviewing your | | +| | | | channel's | | +| | | | policy.Complete | | +| | | | all the | | +| | | | necessary steps | | +| | | | and obtain | | +| | | | approvals | | +| | | | before | | +| | | | completing a | | +| | | | price override. | | +| | | | See Equipment | | +| | | | Price Overrides | | +| | | | - BCSS.¶ Terms | | +| | | | and Conditions | | +| | | | Expectations¶ | | +| | | | Remind customer | | +| | | | of their | | +| | | | contract | | +| | | | renewal and | | +| | | | ETF.¶ | | +| | | | Smartphones and | | +| | | | netbooks = $325 | | +| | | | with a $10 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.Standard | | +| | | | devices = $150 | | +| | | | with a $4 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.¶ | | +| | | | Customers who | | +| | | | ordered a | | +| | | | device that did | | +| | | | require an | | +| | | | email address | | +| | | | for T&Cs | | +| | | | acceptance must | | +| | | | accept T&Cs | | +| | | | sent to their | | +| | | | email address | | +| | | | provided before | | +| | | | their device | | +| | | | ships.Advise | | +| | | | the customer to | | +| | | | follow the | | +| | | | instructions in | | +| | | | the Quick Start | | +| | | | Guide included | | +| | | | in the box to | | +| | | | activate their | | +| | | | new equipment.I | | +| | | | nform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable. ¶ | | +| | | | Shipping | | +| | | | Expectations | | +| | | | Ask the | | +| | | | customer if | | +| | | | they want | | +| | | | standard or | | +| | | | overnight | | +| | | | shipping to set | | +| | | | the proper | | +| | | | expectation.¶ | | +| | | | Standard/second | | +| | | | day ($9.95) | | +| | | | U.S. delivery, | | +| | | | typically | | +| | | | delivered | | +| | | | within 3 | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 82 | Does a | No, | Content: N: | 10 | +| | customer | customers | Customer has | | +| | traveling on | traveling on | usage on/in: | | +| | a River | a river | How the | | +| | cruise | cruise do | customer's | | +| | qualify for | not qualify | usage rated: | | +| | a Cruise | for a Cruise | Cruise package | | +| | package? | package. | Cruise ship | | +| | | (Source: | Mexico Canada | | +| | | context) | A Caribbean | | +| | | | Island | | +| | | | Mexico and | | +| | | | Canada rated by | | +| | | | the domestic | | +| | | | rate plan. | | +| | | | Only Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. All | | +| | | | other usage in | | +| | | | IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. See | | +| | | | Cruise packages | | +| | | | for additional | | +| | | | support. | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: 't | | +| | | | cover the | | +| | | | customer's | | +| | | | cruise? If | | +| | | | your Cruise | | +| | | | doesn't qualify | | +| | | | for a Cruise | | +| | | | package No | | +| | | | problem! Your | | +| | | | device | | +| | | | may still work, | | +| | | | but your usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates. Talk | | +| | | | for $3.00 | | +| | | | Text: | | +| | | | $0.50/message, | | +| | | | $1.30/picture | | +| | | | or video | | +| | | | message Data: | | +| | | | $2.05/MB | | +| | | | ($.002/KB)** | | +| | | | Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and | | +| | | | video messages | | +| | | | received.**Usag | | +| | | | e is calculated | | +| | | | in full | | +| | | | kilobyte | | +| | | | increments | | +| | | | ($0.002/KB) and | | +| | | | rounded up to | | +| | | | the next full- | | +| | | | kilobyte | | +| | | | increment. | | +| | | | Details | | +| | | | Eligibility | | +| | | | Requirements & | | +| | | | Restrictions ✔ | | +| | | | Must meet | | +| | | | international | | +| | | | eligibility | | +| | | | requirements. | | +| | | | ✔ Available to | | +| | | | Consumer/IRU/CR | | +| | | | U, FirstNet and | | +| | | | Contoso Signature | | +| | | | Program (SIG) | | +| | | | customers. ✔ | | +| | | | Work with any | | +| | | | domestic rate | | +| | | | plan. ✔ | | +| | | | Required per | | +| | | | CTN. ✔ | | +| | | | Available | | +| | | | for smartphone | | +| | | | and for tablets | | +| | | |  (wearables and | | +| | | | connected car | | +| | | | are excluded). | | +| | | | ✔ Private | | +| | | | yachts, river | | +| | | | cruises, and | | +| | | | ferries do not | | +| | | | qualify for | | +| | | | Cruise OTC | | +| | | | packages. ✔ | | +| | | | Usage is | | +| | | | discounted by | | +| | | | package on over | | +| | | | 175 cruise | | +| | | | ships. ✔ Usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates on other | | +| | | | cruise ships. | | +| | | | Selling Tips | | +| | | | Help Consumer | | +| | | | customers | | +| | | | purchase a | | +| | | | package1 in 3 | | +| | | | different ways: | | +| | | | Direct the | | +| | | | customer to | | +| | | | their myContoso | | +| | | | account and | | +| | | | follow the | | +| | | | international | | +| | | | guided flow. | | +| | | | Business | | +| | | | customers can | | +| | | | purchase a | | +| | | | package by | | +| | | | calling | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS). | | +| | | | Suggest adding | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business or | | +| | | | Contoso Business | | +| | | | Passport to | | +| | | | cover usage on | | +| | | | land or in | | +| | | | port. | | +| | | | 1Packages are | | +| | | | not available | | +| | | | for | | +| | | | provisioning | | +| | | | via OPUS, | | +| | | | Premier, or the | | +| | | | IVR.2The myContoso | | +| | | | international | | +| | | | guided flow is | | +| | | | frequently | | +| | | | updated; | | +| | | | screenshots may | | +| | | | not always | | +| | | | match the | | +| | | | actual | | +| | | | experience. | | +| | | | Additional Plan | | +| | | | Information | | +| | | | Cruise Packages | | +| | | | Details $60 | | +| | | | Contoso Cruise | | +| | | | Basic $100 | | +| | | | Contoso Cruise | | +| | | | Plus Price | | +| | | | $60 $100 | | +| | | | Eligible | | +| | | | Devices | | +| | | | Smartphones | | +| | | | only | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Minutes(Calls | | +| | | | made or | | +| | | | received while | | +| | | | international | | +| | | | roaming) | | +| | | | 100Overage: | | +| | | | $1/minute | | +| | | | Unlimited | | +| | | | Messages sent | | +| | | | (text, picture, | | +| | | | or video) while | | +| | | | international | | +| | | | roaming | | +| | | | (Domestic rates | | +| | | | apply to | | +| | | | messages | | +| | | | received) | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Cellular Data | | +| | | | (International | | +| | | | roaming) | | +| | | | 100MBOverage: | | +| | | | $10 per 100MB | | +| | | | 1GBOverage: $10 | | +| | | | per 100MB CRU | | +| | | | SOC IRCSPVMD | | +| | | | IRCSP1GB | | +| | | | FirstNet SOC | | +| | | | (Black SIM) | | +| | | | FNCSPVMD | | +| | | | FNCSP1GB | | +| | | | FirstNet Contoso | | +| | | | SOC(Orange SIM) | | +| | | | IRCSPVMD | | +| | | | IRCSP1GB Other | | +| | | | Details The | | +| | | | customer's | | +| | | | device is | | +| | | | registered on | | +| | | | the ship's | | +| | | | cellular | | +| | | | network when | | +| | | | Cellular at | | +| | | | Sea, 901-18 or | | +| | | | NOR-18 displays | | +| | | | on the device | | +| | | | in the upper- | | +| | | | left side of | | +| | | | the device's | | +| | | | screen. The | | +| | | | customer's | | +| | | | device switches | | +| | | | and registers | | +| | | | on a cellular | | +| | | | network from a | | +| | | | provider in the | | +| | | | country as the | | +| | | | ship approaches | | +| | | | land. When | | +| | | | ships are | | +| | | | docked or | | +| | | | tendered at a | | +| | | | U.S. port, | | +| | | | including | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands, and | | +| | | | the customer is | | +| | | | connected to a | | +| | | | land-based | | +| | | | cellular | | +| | | | carrier, usage | | +| | | | onboard the | | +| | | | ship is billed | | +| | | | at domestic | | +| | | | rates. The OTC | | +| | | | charge: | | +| | | | Bills only once | | +| | | | on the | | +| | | | package's | | +| | | | effective date, | | +| | | | even if the | | +| | | | package crosses | | +| | | | a bill cycle. | | +| | | | Does not pro- | | +| | | | rate. Will | | +| | | | bill once its | | +| | | | effective date | | +| | | | has passed. | | +| | | | Will not bill | | +| | | | if the package | | +| | | | is expired | | +| | | | before or on | | +| | | | its effective | | +| | | | date. Cruise | | +| | | | ships are not | | +| | | | included in | | +| | | | Contoso Business | | +| | | | Passport or | | +| | | | International | | +| | | | Day Pass for Bu | | +| | | | siness packages | | +| | | | . Billing | | +| | | | Priorities | | +| | | | International | | +| | | | usage is rated | | +| | | | in this billing | | +| | | | priority: 1st | | +| | | | - Domestic Rate | | +| | | | Plan, if it | | +| | | | includes | | +| | | | roaming | | +| | | | coverage in | | +| | | | international | | +| | | | countries | | +| | | | (example Mexico | | +| | | | and/or | | +| | | | Canada)2nd - | | +| | | | International | | +| | | | Day Pass3rd - | | +| | | | Passport4th - | | +| | | | Contoso Cruise | | +| | | | Ship Package5th | | +| | | | - Pay per use | | +| | | | Examples of how | | +| | | | rating occurs: | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that | | +| | | | includes Mexico | | +| | | | and Canada. | | +| | | | Extras on | | +| | | | customer's CT | | +| | | | Source: | | +| | | | Content: Stay | | +| | | | in touch while | | +| | | | on your cruise! | | +| | | | We have | | +| | | | packages on | | +| | | | over 175 cruise | | +| | | | ships with no | | +| | | | extra charge on | | +| | | | land, in | | +| | | | Mexico, Canada, | | +| | | | and select | | +| | | | Caribbean | | +| | | | islands. Set | | +| | | | Sail and Stay | | +| | | | Connected Stay | | +| | | | connected with | | +| | | | up to 1GB of | | +| | | | data, talk and | | +| | | | unlimited test | | +| | | | on over 175 | | +| | | | cruise ships | | +| | | | with Contoso | | +| | | | Cruise packages | | +| | | | . Effective | | +| | | | June 1, 2023, | | +| | | | Contoso Cruise | | +| | | | packages are | | +| | | | being updated | | +| | | | to create more | | +| | | | value for | | +| | | | customers:  | | +| | | | $100 Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Plus’ | | +| | | | and remains a | | +| | | | $100 One Time | | +| | | | Cost $50 | | +| | | | Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Basic’ | | +| | | | and is now a | | +| | | | $60 One Time | | +| | | | Cost | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Smartphones | | +| | | | only | | +| | | | Voice remains | | +| | | | Unlimited | | +| | | | Voice minutes | | +| | | | increase from | | +| | | | 50 minutes to | | +| | | | 100 minutes | | +| | | | Voice overages | | +| | | | reduced from | | +| | | | $2/min to | | +| | | | $1/min | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Data allowance | | +| | | | increases from | | +| | | | 200MB to 1GB | | +| | | | Data overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Data allowance | | +| | | | increases from | | +| | | | no data to | | +| | | | 100MB Data | | +| | | | overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Usage of Cruise | | +| | | | Package is | | +| | | | limited to | | +| | | | eligible Cruise | | +| | | | Ships only | | +| | | | starting | | +| | | | 6/1/23; IDP | | +| | | | will auto- | | +| | | | provision on | | +| | | | land-based | | +| | | | carriers for | | +| | | | eligible | | +| | | | customers. | | +| | | | Prior to | | +| | | | 6/1/23, Cruise | | +| | | | usage was | | +| | | | allowed in | | +| | | | Canada, Mexico | | +| | | | and some | | +| | | | Caribbean | | +| | | | Islands | | +| | | | For customers | | +| | | | that DO NOT | | +| | | | select a Cruise | | +| | | | Package or are | | +| | | | on a non- | | +| | | | eligible ship, | | +| | | | Pay-Per Use | | +| | | | Data remains @ | | +| | | | $2.05/MB for | | +| | | | data, $3/minute | | +| | | | for voice, | | +| | | | $0.50 per SMS & | | +| | | | $1.30 per MMS. | | +| | | | By increasing | | +| | | | the data | | +| | | | allowance in | | +| | | | both packages | | +| | | | and providing | | +| | | | greater value | | +| | | | in data | | +| | | | overages, | | +| | | | recommend a | | +| | | | Cruise package | | +| | | | for your | | +| | | | customers | | +| | | | compared to | | +| | | | Pay-Per-Use | | +| | | | rates! Start | | +| | | | the | | +| | | | conversation | | +| | | | Important | | +| | | | Questions for | | +| | | | the Customer ✔ | | +| | | | Which cruise | | +| | | | line will you | | +| | | | be sailing | | +| | | | on?(Confirm | | +| | | | cruise | | +| | | | line/ship is | | +| | | | listed on | | +| | | | Cruise Ships | | +| | | | Guide  and | | +| | | | record it in | | +| | | | notes.) ✔ How | | +| | | | long will you | | +| | | | be on your crui | | +| | | | se?(Recommend | | +| | | | the right | | +| | | | package(s) to | | +| | | | cover all | | +| | | | usage.) ✔ | | +| | | | Where is your | | +| | | | cruise taking | | +| | | | you?(Recommend | | +| | | | IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport for | | +| | | | when customer | | +| | | | is on shore. | | +| | | | Contoso Cruise | | +| | | | packages do not | | +| | | | cover usage in | | +| | | | port or on | | +| | | | land. ✔ Is | | +| | | | travel in | | +| | | | Mexico or | | +| | | | Canada included | | +| | | | in your | | +| | | | domestic rate | | +| | | | plan?(Rated as | | +| | | | domestic) ✔ | | +| | | | Will you be | | +| | | | using data | | +| | | | while you are | | +| | | | away?(If | | +| | | | estimated data | | +| | | | usage is | | +| | | | greater than | | +| | | | 200MBs, suggest | | +| | | | using IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport when | | +| | | | on the ship in | | +| | | | port or | | +| | | | onshore.) ✔ | | +| | | | Packages are | | +| | | | available on | | +| | | | over 175 cruise | | +| | | | ships. Choose | | +| | | | the cruise | | +| | | | package that's | | +| | | | right for you! | | +| | | | Auto expires in | | +| | | | 30 days! There | | +| | | | are two plans | | +| | | | to choose from, | | +| | | | depending on | | +| | | | your device | | +| | | | type: Contoso | | +| | | | Cruise Plus | | +| | | |  $100 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk | | +| | | | and Text*: | | +| | | | Unlimited  ✔ | | +| | | | Data: 1GB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance  ✔ | | +| | | | Available for | | +| | | | smartphones & t | | +| | | | ablets *Standar | | +| | | | d domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. Contoso | | +| | | | Cruise Basic | | +| | | |  $60 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk: | | +| | | | 100 minutes; | | +| | | | overage $1.00 | | +| | | | per minute  ✔ | | +| | | | Text*: | | +| | | | Unlimited ✔ | | +| | | | Data:  100MB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance ✔ | | +| | | | Available for | | +| | | | smartphones | | +| | | | only *Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. | | +| | | | Click here | | +| | | | (Contoso Data | | +| | | | Calculator - | | +| | | | Estimate Your | | +| | | | Internet Data | | +| | | | Usage | | +| | | | (att.com)) if | | +| | | | your customer | | +| | | | needs help | | +| | | | determining | | +| | | | their data | | +| | | | needs How do | | +| | | | you add a | | +| | | | cruise ship | | +| | | | package? Contoso | | +| | | | Cruise Ship | | +| | | | packages can be | | +| | | | purchased as of | | +| | | | February 20, | | +| | | | 2020 in these | | +| | | | sales channels: | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS) The | | +| | | | myContoso secured | | +| | | | account What | | +| | | | if the Cruise | | +| | | | package doesn | | +| | | | Source: | | +| | | | Content: T | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages. | | +| | | | Review Rates | | +| | | | and Coverage | | +| | | | Only offer | | +| | | | current | | +| | | | available | | +| | | | offers. | | +| | | | External Site | | +| | | | www.att.com/glo | | +| | | | bal 4 | | +| | | | Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso | | +| | | | World: www.att. | | +| | | | com/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Roaming | | +| | | | Refer to How to | | +| | | | Use Your Phone | | +| | | | Outside of the | | +| | | | U.S. - BCSS. | | +| | | | Calls placed or | | +| | | | received from | | +| | | | cruise ships | | +| | | | are not | | +| | | | discounted. | | +| | | | For rates and | | +| | | | details, see | | +| | | | Contoso Cruise | | +| | | | One-Time Charge | | +| | | | (OTC) | | +| | | | Packages.  | | +| | | | Provide the | | +| | | | external number | | +| | | | (+1.314.925.692 | | +| | | | 5) for troubles | | +| | | | hooting.  | | +| | | | This call is | | +| | | | free from the | | +| | | | customer's | | +| | | | wireless phone | | +| | | | while traveling | | +| | | | internationally | | +| | | | .  There is a | | +| | | | charge if the | | +| | | | call is from a | | +| | | | wired phone; | | +| | | | however, Contoso | | +| | | | obtains a | | +| | | | callback number | | +| | | | and calls the | | +| | | | customer back | | +| | | | to minimize | | +| | | | costs to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key.  | | +| | | | For BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | International | | +| | | | Traveling - | | +| | | | Passport or | | +| | | | Global | | +| | | | Messaging | | +| | | | features | | +| | | | Sending - | | +| | | | Messages are | | +| | | | unlimited and | | +| | | | do not draw | | +| | | | from a domestic | | +| | | | messaging plan: | | +| | | | ◦No matter | | +| | | | where you send | | +| | | | it (individual | | +| | | | to individual | | +| | | | only) | | +| | | | Example: While | | +| | | | in Italy, | | +| | | | sending a | | +| | | | message to | | +| | | | someone else in | | +| | | | Italy, or | | +| | | | someone back to | | +| | | | the U.S.  | | +| | | | Receiving - | | +| | | | Domestic | | +| | | | messaging rate | | +| | | | applies to | | +| | | | messages | | +| | | | received: | | +| | | | Messages can | | +| | | | come from any | | +| | | | international | | +| | | | location, or | | +| | | | from the U.S.  | | +| | | | Customers with | | +| | | | an unlimited | | +| | | | messaging | | +| | | | domestic plan, | | +| | | | such as Mobile | | +| | | | Share Advantage | | +| | | | plans, receive | | +| | | | unlimited | | +| | | | messaging while | | +| | | | traveling.  | | +| | | | Voicemail | | +| | | | Voicemail | | +| | | | Charges If | | +| | | | the device is | | +| | | | turned on and | | +| | | | registering on | | +| | | | a foreign | | +| | | | carrier's | | +| | | | GSM/GPRS/UMTS | | +| | | | network, | | +| | | | unanswered | | +| | | | calls that | | +| | | | route to the | | +| | | | Contoso voicemail | | +| | | | system are | | +| | | | charged as an | | +| | | | international | | +| | | | roaming | | +| | | | incoming call | | +| | | | to the device. | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming.  | | +| | | | Visual | | +| | | | Voicemail ( | | +| | | | Source: | | +| | | | Content: T | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | customer or | | +| | | | other qualified | | +| | | | customer with | | +| | | | Roam Latin | | +| | | | AmericaSM for | | +| | | | Business, usage | | +| | | | in the included | | +| | | | Latin American | | +| | | | countries will | | +| | | | not diminish | | +| | | | the Passport | | +| | | | data allowance | | +| | | | or bill | | +| | | | Passport | | +| | | | calling | | +| | | | charges. See at | | +| | | | t.com/latamcoun | | +| | | | tries for a | | +| | | | list of | | +| | | | included | | +| | | | countries. | | +| | | | AeroMobile® | | +| | | | cellular | | +| | | | network on | | +| | | | select | | +| | | | airlines: For a | | +| | | | list of | | +| | | | participating | | +| | | | airlines and | | +| | | | aircraft, go to | | +| | | | https://www.aer | | +| | | | omobile.net/air | | +| | | | lines/. | | +| | | |  Airlines and | | +| | | | aircraft are | | +| | | | subject to | | +| | | | change without | | +| | | | notice. | | +| | | | Passengers of | | +| | | | qualifying | | +| | | | airlines are | | +| | | | not guaranteed | | +| | | | to be on a | | +| | | | flight with | | +| | | | mobile coverage | | +| | | | on their | | +| | | | flights. Device | | +| | | | must be on, | | +| | | | with Airplane | | +| | | | Mode and Wi-Fi | | +| | | | turned off and | | +| | | | data roaming | | +| | | | and cellular | | +| | | | data turned on, | | +| | | | to use the | | +| | | | AeroMobile | | +| | | | network. | | +| | | | AeroMobile | | +| | | | service is | | +| | | | available only | | +| | | | at greater than | | +| | | | 200 nautical | | +| | | | miles outside | | +| | | | of the U.S. | | +| | | | border and | | +| | | | above 20,000 | | +| | | | feet cruising | | +| | | | altitude. In | | +| | | | the event of | | +| | | | satellite | | +| | | | interruption or | | +| | | | regulatory | | +| | | | constraint, | | +| | | | AeroMobile | | +| | | | services may be | | +| | | | disrupted or | | +| | | | disabled.Data: | | +| | | | Actual data | | +| | | | speeds vary by | | +| | | | device and | | +| | | | location. If | | +| | | | your domestic | | +| | | | plan includes | | +| | | | Video | | +| | | | Management, or | | +| | | | reduces video | | +| | | | streaming | | +| | | | speed, the same | | +| | | | will apply to | | +| | | | your Passport | | +| | | | package.  Data | | +| | | | overage: If you | | +| | | | use all your | | +| | | | Passport | | +| | | | package data, | | +| | | | we'll | | +| | | | automatically | | +| | | | add more data | | +| | | | in increments | | +| | | | of 1GB for | | +| | | | $30.00 each. | | +| | | | Monthly- | | +| | | | recurring | | +| | | | package data | | +| | | | allowance must | | +| | | | be used in bill | | +| | | | period provided | | +| | | | or will be | | +| | | | forfeited.Talk: | | +| | | | For phones | | +| | | | only. Per- | | +| | | | minute charge | | +| | | | applies to all | | +| | | | cellular calls | | +| | | | dialed and | | +| | | | accepted in | | +| | | | Passport | | +| | | | Destinations. | | +| | | | Wi-Fi Calling: | | +| | | | With Wi-Fi | | +| | | | Calling, you | | +| | | | can call back | | +| | | | to the U.S. at | | +| | | | no additional | | +| | | | charge. Calls | | +| | | | to other | | +| | | | destinations, | | +| | | | including the | | +| | | | Passport | | +| | | | Destination | | +| | | | you're in, are | | +| | | | billed at the | | +| | | | Passport per- | | +| | | | minute | | +| | | | rate.Unlimited | | +| | | | text: For | | +| | | | phones only. | | +| | | | Applies only to | | +| | | | Contoso Short | | +| | | | Messaging | | +| | | | Service (SMS) | | +| | | | and Multimedia | | +| | | | Messaging | | +| | | | Service (MMS) | | +| | | | and not to | | +| | | | other messaging | | +| | | | services or | | +| | | | applications | | +| | | | that use data, | | +| | | | such as | | +| | | | iMessage. | | +| | | | Unless you have | | +| | | | a domestic plan | | +| | | | that includes | | +| | | | unlimited text, | | +| | | | messages | | +| | | | received will | | +| | | | be charged at | | +| | | | your domestic | | +| | | | messaging rates | | +| | | | .International | | +| | | | Day Pass®: For | | +| | | | devices with an | | +| | | | active Contoso | | +| | | | Passport | | +| | | | package and | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for Business or | | +| | | | similar IDP | | +| | | | offer, IDP | | +| | | | charges will | | +| | | | apply in IDP | | +| | | | Destinations | | +| | | | and usage in | | +| | | | IDP | | +| | | | Destinations | | +| | | | will not | | +| | | | diminish the | | +| | | | Passport data | | +| | | | allowance or | | +| | | | bill Passport | | +| | | | calling | | +| | | | charges. If you | | +| | | | prefer to use | | +| | | | Passport in an | | +| | | | IDP | | +| | | | Destination, | | +| | | | you must remove | | +| | | | IDP.Cruise | | +| | | | Packages: For | | +| | | | devices with an | | +| | | | active Contoso | | +| | | | Passport and | | +| | | | Contoso Cruise | | +| | | | package, cruise | | +| | | | ship cellular | | +| | | | usage is rated | | +| | | | by the Contoso | | +| | | | Cruise package. | | +| | | |  Passport | | +| | | | charges will | | +| | | | apply to land | | +| | | | usage in Contoso | | +| | | | Cruise included | | +| | | | destinations.Pa | | +| | | | y-per-use | | +| | | | rates: Apply | | +| | | | when package | | +| | | | expires, when | | +| | | | traveling in | | +| | | | destinations | | +| | | | not included in | | +| | | | Passport and/or | | +| | | | when you have | | +| | | | not added a | | +| | | | package.Service | | +| | | | restrictions: | | +| | | | International | | +| | | | use aboard | | +| | | | cruise ships | | +| | | | and on airlines | | +| | | | /flights that | | +| | | | are not | | +| | | | AeroMobile- | | +| | | | enabled is not | | +| | | | included. Not | | +| | | | available for | | +| | | | wireless home | | +| | | | phone services, | | +| | | | connected | | +| | | | vehicles, or | | +| | | | connected | | +| | | | devices. Pay- | | +| | | | per-use | | +| | | | international | | +| | | | rates, found at | | +| | | | att.com/intlppu | | +| | | | rates, will | | +| | | | apply.General: | | +| | | | Subject to the | | +| | | | applicable | | +| | | | Business | | +| | | | Agreement. | | +| | | | Availability, | | +| | | | quality of | | +| | | | coverage, and | | +| | | | services while | | +| | | | roaming are not | | +| | | | guaranteed. | | +| | | | Additional | | +| | | | restrictions | | +| | | | may apply. | | +| | | | Contoso Passport | | +| | | | Pro | | +| | | | Expectations | | +| | | | Eligibility: | | +| | | | Available only | | +| | | | to business and | | +| | | | government | | +| | | | customers with | | +| | | | a qualified | | +| | | | wireless | | +| | | | service | | +| | | | agreement | | +| | | | (Business | | +| | | | Agreement). For | | +| | | | Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | lines of | | +| | | | service only. | | +| | | | Compatible | | +| | | | device with | | +| | | | domestic | | +| | | | postpaid | | +| | | | wireless | | +| | | | service require | | +| | | | d.Charges: | | +| | | | Monthly | | +| | | | recurring | | +| | | | charge applies | | +| | | | on a per device | | +| | | | basis. Package | | +| | | | will not be | | +| | | | prorated if | | +| | | | canceled on or | | +| | | | after the | | +| | | | effective date. | | +| | | | Package | | +| | | | canceled prior | | +| | | | to the | | +| | | | effective date | | +| | | | will not incur | | +| | | | the charge. | | +| | | | Requires a | | +| | | | 1-month minimum | | +| | | | term commitment | | +| | | | .Destinations: | | +| | | | Includes talk, | | +| | | | text, and data | | +| | | | coverage in | | +| | | | over 210 | | +| | | | destinations | | +| | | | listed at att.c | | +| | | | om/globalcountr | | +| | | | ies and on | | +| | | | select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights (each, | | +| | | | a Passport | | +| | | | Destination | | +| | | | and, | | +| | | | collectively, | | +| | | | the Passport | | +| | | | Destinations). | | +| | | | Coverage not | | +| | | | available in | | +| | | | all areas. | | +| | | | Passport | | +| | | | Destinations | | +| | | | and rates are | | +| | | | subject to | | +| | | | change without | | +| | | | notice. Mexico | | +| | | | & Canada: If | | +| | | | you have a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | plan usage in | | +| | | | Mexico or | | +| | | | Canada, usage | | +| | | | in these | | +| | | | countries will | | +| | | | not diminish | | +| | | | the Passport | | +| | | | Pro data or | | +| | | | talk allowance | | +| | | | or bill | | +| | | | Passport Pro | | +| | | | calling | | +| | | | charges. Latin | | +| | | | America:  If | | +| | | | you are an Contoso | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | customer or | | +| | | | other qualified | | +| | | | customer with | | +| | | | Roam Latin | | +| | | | AmericaSM for | | +| | | | Business, usage | | +| | | | in the included | | +| | | | Latin American | | +| | | | countries will | | +| | | | not diminish | | +| | | | the Passport | | +| | | | Pro data or | | +| | | | talk allowance | | +| | | | or bill | | +| | | | Passport Pro | | +| | | | calling | | +| | | | charges. See at | | +| | | | t.com/latamcoun | | +| | | | tries for a | | +| | | | list of | | +| | | | included | | +| | | | countries. | | +| | | | AeroMobile® | | +| | | | cellular | | +| | | | network on | | +| | | | select | | +| | | | airlines: For a | | +| | | | list of | | +| | | | participating | | +| | | | airlines and | | +| | | | aircraft, go to | | +| | | | https://www.aer | | +| | | | omobile.net/air | | +| | | | lines/. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 83 | How does | Internationa | Content: N: | 10 | +| | billing | l usage is | Customer has | | +| | occur if a | rated in the | usage on/in: | | +| | customer has | following | How the | | +| | Internationa | billing | customer's | | +| | l Day Pass | priority: | usage rated: | | +| | (IDP) or an | 1st - | Cruise package | | +| | Internationa | Domestic | Cruise ship | | +| | l Roaming | Rate Plan, | Mexico Canada | | +| | Passport | if it | A Caribbean | | +| | package with | includes | Island | | +| | talk, text, | roaming | Mexico and | | +| | and data | coverage in | Canada rated by | | +| | plus a | internationa | the domestic | | +| | Cruise | l countries | rate plan. | | +| | package? To | (example | Only Cruise | | +| | which | Mexico | ship usage is | | +| | package is | and/or | rated by the | | +| | the usage | Canada) 2nd | cruise ship | | +| | applied? | - Internatio | package. All | | +| | | nal Day Pass | other usage in | | +| | | 3rd - | IDP/Passport | | +| | | Passport 4th | destinations is | | +| | | - Contoso | rated by | | +| | | Cruise Ship | IDP/Passport if | | +| | | Package 5th | added, | | +| | | - Pay per | otherwise will | | +| | | use. | rate as pay- | | +| | | Therefore, | per-use. See | | +| | | if a | Cruise packages | | +| | | customer has | for additional | | +| | | both | support. | | +| | | IDP/Passport | Customer has a | | +| | | and a Cruise | domestic rate | | +| | | package, the | plan that does | | +| | | usage will | not include | | +| | | be applied | international | | +| | | to the | roaming. | | +| | | Cruise | Extras on | | +| | | package | customer's CTN: | | +| | | first, and | Customer has | | +| | | then to | usage on/in: | | +| | | IDP/Passport | How the | | +| | | if the usage | customer's | | +| | | exceeds the | usage rated: | | +| | | limits of | Cruise package | | +| | | the Cruise | Cruise ship | | +| | | package. | Mexico Canada | | +| | | (Source: | A Caribbean | | +| | | Content) | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: | | +| | | | Staying | | +| | | | Connected while | | +| | | | abroad is | | +| | | | simpler than | | +| | | | ever! Eligible | | +| | | | Business and | | +| | | | Government | | +| | | | customers now | | +| | | | have 2 daily | | +| | | | fee roaming | | +| | | | packages to | | +| | | | choose from - | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business (IDP) | | +| | | | or | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business – | | +| | | | Multiline | | +| | | | (IDPBM)! Heads | | +| | | | up: For | | +| | | | FirstNet | | +| | | | accounts see | | +| | | | FirstNet | | +| | | | International | | +| | | | Roaming | | +| | | | Packages. | | +| | | | Eligibility | | | +| | | | Coverage | | | +| | | | Additional | | +| | | | Offer Details | | | +| | | | Comparison | | +| | | | Chart | | | +| | | | Selling Tips | | | +| | | | Expectations | | | +| | | | FAQ What's New | | +| | | | Effective | | +| | | | November 1, | | +| | | | 2022: Lebanon | | +| | | | is no longer | | +| | | | included in IDP | | +| | | | and cellular | | +| | | | data service is | | +| | | | no longer | | +| | | | available | | +| | | | there.  Voice | | +| | | | and texting | | +| | | | will be | | +| | | | available at | | +| | | | Pay-Per-Use | | +| | | | rates only. | | +| | | | Select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights will be | | +| | | | included in IDP | | +| | | | Beginning July | | +| | | | 20, 2022, we | | +| | | | will begin to | | +| | | | auto-provision | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for CRU | | +| | | | customers | | +| | | | roaming with a | | +| | | | tablet/Mi- | | +| | | | Fi/connected | | +| | | | laptop when: | | +| | | | The device has | | +| | | | no | | +| | | | international | | +| | | | roaming feature | | +| | | | and Has used | | +| | | | 5MB+ of | | +| | | | international | | +| | | | roaming data at | | +| | | | pay-per-use | | +| | | | rates. The | | +| | | | AOP/Day to Day | | +| | | | will receive an | | +| | | | email giving | | +| | | | the customer | | +| | | | the option to | | +| | | | keep the | | +| | | | feature or to | | +| | | | opt out.On | | +| | | | August 18, | | +| | | | 2021, we began | | +| | | | to auto- | | +| | | | provision IDP | | +| | | | for CRU | | +| | | | customers that | | +| | | | were: | | +| | | | Traveling | | +| | | | internationally | | +| | | | with a | | +| | | | smartphone | | +| | | | without an | | +| | | | international | | +| | | | roaming feature | | +| | | | and Have used | | +| | | | 5MB+ of | | +| | | | international | | +| | | | roaming data at | | +| | | | pay-per-use | | +| | | | rates. The | | +| | | | customers | | +| | | | receive an SMS | | +| | | | message and the | | +| | | | AOP/Day to Day | | +| | | | receives an | | +| | | | email giving | | +| | | | them the option | | +| | | | to keep the | | +| | | | feature or to | | +| | | | opt out.Note: | | +| | | | The following | | +| | | | are excluded | | +| | | | from auto- | | +| | | | provisioning: | | +| | | | CRU and | | +| | | | FirstNet Agency | | +| | | | Paid accounts | | +| | | | that FAN has a | | +| | | | restriction | | +| | | | from Reply to | | +| | | | Buy is set to | | +| | | | "Not Allowed" | | +| | | | in ROME | | +| | | | Government | | +| | | | contract | | +| | | | agreement types | | +| | | | in ROME:  CFSS | | +| | | | PA, GSA1, GSA3, | | +| | | | GOV PA, WSCA, | | +| | | | GSA, GSA2, GOV, | | +| | | | or CFSS | | +| | | | Important note: | | +| | | | Even with the | | +| | | | auto-provision | | +| | | | functionality | | +| | | | it is still | | +| | | | recommended | | +| | | | that business | | +| | | | customers | | +| | | | select their | | +| | | | own | | +| | | | international | | +| | | | roaming offer | | +| | | | (IDPB or | | +| | | | Business | | +| | | | Passport) | | +| | | | before | | +| | | | traveling | | +| | | | abroad.  Auto- | | +| | | | provision | | +| | | | solution is not | | +| | | | 100% | | +| | | | guaranteed. | | +| | | | ​​​​​​​ | | +| | | | Subscriber | | +| | | | Category | | +| | | | Device SOC | | +| | | | Auto- | | +| | | | Provisioned | | +| | | | after 5MB of | | +| | | | PPU use abroad | | +| | | | OPT-OUT via SMS | | +| | | | (short-code) | | +| | | | Email | | +| | | | notification | | +| | | | with option to | | +| | | | OPT-OUT OPT | | +| | | | OUT SOC CRU | | +| | | | Phone ZIRRLHDF | | +| | | | SMS | | +| | | | confirmation | | +| | | | Only Yes-Day | | +| | | | to Day Contact | | +| | | | IRCRNOAUT CRU | | +| | | | Tablet/MiFi/Lap | | +| | | | top ZIRRLHDF | | +| | | | n/a Yes- Day | | +| | | | to Day Contact | | +| | | | IRCRNOAUT | | +| | | | Here's What's | | +| | | | Included | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business (IDP) | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business – | | +| | | | Multiline | | +| | | | (IDPBM) $10 | | +| | | | daily fee for | | +| | | | each 24-hour | | +| | | | period. Fee | | +| | | | applies to each | | +| | | | line on the | | +| | | | billing account | | +| | | | that uses IDP. | | +| | | | Available with | | +| | | | any domestic | | +| | | | plan. Daily | | +| | | | fee for each | | +| | | | 24-hour period: | | +| | | | 1 line: $10 | | +| | | | 2-5 lines: 1 | | +| | | | line @ $10 1-4 | | +| | | | lines @ $5 each | | +| | | | 6 or more | | +| | | | lines: 4 | | +| | | | lines @ $5 each | | +| | | | 2 or more lines | | +| | | | @ 10 each | | +| | | | Fee applies to | | +| | | | each line on | | +| | | | the billing | | +| | | | account that | | +| | | | uses IDPBM. | | +| | | | Requires a | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan. One Low | | +| | | | Fee Per Day | | +| | | | Pay a daily fee | | +| | | | for each | | +| | | | 24-hour period | | +| | | | that the | | +| | | | customer talks, | | +| | | | texts, or uses | | +| | | | data within an | | +| | | | included | | +| | | | country. Text | | +| | | | messages | | +| | | | received are | | +| | | | rated as | | +| | | | domestic and do | | +| | | | not trigger a | | +| | | | daily fee. | | +| | | | Data Access | | +| | | | Data is drawn | | +| | | | from eligible | | +| | | | plan with same | | +| | | | data and speed | | +| | | | restrictions. | | +| | | | If domestic | | +| | | | plan includes | | +| | | | Video | | +| | | | Management, it | | +| | | | applies to the | | +| | | | international | | +| | | | package or | | +| | | | feature. If | | +| | | | IDP customer | | +| | | | exceeds the | | +| | | | amount of data | | +| | | | in the domestic | | +| | | | plan, overage | | +| | | | charges or data | | +| | | | speed reduction | | +| | | | up to 128Kbps | | +| | | | applies per | | +| | | | domestic plan.* | | +| | | | For Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan only: | | +| | | | After 50GB, | | +| | | | Contoso may | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy.* *If | | +| | | | data speed is | | +| | | | slowed, all | | +| | | | data use, | | +| | | | including audio | | +| | | | and video | | +| | | | streaming, | | +| | | | picture and | | +| | | | video | | +| | | | messaging, and | | +| | | | other types of | | +| | | | data may not | | +| | | | work. | | +| | | | Unlimited Calls | | +| | | | to the U.S. | | +| | | | Includes | | +| | | | cellular calls | | +| | | | from ID Source: | | +| | | | Content: , they | | +| | | | may prefer to | | +| | | | select Contoso | | +| | | | Passport Pro. | | +| | | | Customers are | | +| | | | still able to | | +| | | | change back and | | +| | | | forth between | | +| | | | IDPIDP or IDPBM | | +| | | | on the one hand | | +| | | | and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pros on the | | +| | | | other hand, | | +| | | | depending on | | +| | | | their travel | | +| | | | needs. If a | | +| | | | customer | | +| | | | already has | | +| | | | both an IDP (or | | +| | | | IDPBM) feature | | +| | | | and a Passport | | +| | | | (or Passport | | +| | | | Pro) feature on | | +| | | | a their line as | | +| | | | of 7/15, the | | +| | | | customer should | | +| | | | remove either | | +| | | | the IDP (or | | +| | | | IDPBM) feature | | +| | | | or the Passport | | +| | | | (or Passport | | +| | | | Pro) feature to | | +| | | | avoid incurring | | +| | | | charges from | | +| | | | both features | | +| | | | when they | | +| | | | travel. If | | +| | | | the customer | | +| | | | chooses to have | | +| | | | its Passport or | | +| | | | Passport Pro | | +| | | | feature | | +| | | | removed, | | +| | | | remember to | | +| | | | backdate the | | +| | | | removal to the | | +| | | | original start | | +| | | | date for One- | | +| | | | Time Charge | | +| | | | Passport or to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle for | | +| | | | Recurring | | +| | | | Passport or | | +| | | | Passport Pro. | | +| | | | If the customer | | +| | | | has already | | +| | | | been billed for | | +| | | | both IDP (or | | +| | | | IDPBM) and | | +| | | | Passport (or | | +| | | | Passport Pro), | | +| | | | a credit can be | | +| | | | issued for the | | +| | | | feature being | | +| | | | removed, | | +| | | | following your | | +| | | | channel | | +| | | | policies. | | +| | | | International | | +| | | | Roaming Offer | | +| | | | Matrix | | +| | | | Destination | | +| | | | Lead Offer | | +| | | | Fall Back Offer | | +| | | | Other Options | | +| | | | Mexico & Canada | | +| | | | Contoso Business | | +| | | | Unlimited Plans | | +| | | | (Elite, | | +| | | | Performance, | | +| | | | Starter, Web- | | +| | | | Only) Take | | +| | | | the U.S. plan | | +| | | | to Mexico and | | +| | | | Canada at no | | +| | | | additional | | +| | | | cost. IDP* or | | +| | | | IDPBM** Use | | +| | | | the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | Rest of World | | +| | | | IDP* or IDPBM** | | +| | | | Use the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | N/A Effective | | +| | | | 7/15/20, IDP's | | +| | | | roam zone | | +| | | | increased to | | +| | | | 210+ countries | | +| | | | and matches | | +| | | | IDPBM, Passport | | +| | | | and Passport | | +| | | | Pro. Customers | | +| | | | adding packages | | +| | | | beginning on | | +| | | | that date are | | +| | | | restricted from | | +| | | | having both an | | +| | | | IDP or IDPBM | | +| | | | package AND a | | +| | | | Passport or | | +| | | | Passport Pro | | +| | | | package. | | +| | | | Customers who | | +| | | | have both | | +| | | | before 7/15/20 | | +| | | | are expected to | | +| | | | decide which | | +| | | | package they | | +| | | | want to keep | | +| | | | (in order to | | +| | | | avoid being | | +| | | | charged under | | +| | | | both). ** | | +| | | | IDPBM is only | | +| | | | available for | | +| | | | CRU lines on | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plans and | | +| | | | should always | | +| | | | be the choice | | +| | | | for customers | | +| | | | with such | | +| | | | plans. Mexico | | +| | | | Domestic rate | | +| | | | plans that | | +| | | | include travel | | +| | | | in Mexico with | | +| | | | no roaming | | +| | | | charges take | | +| | | | priority over | | +| | | | IDPIDP and | | +| | | | IDPBM for usage | | +| | | | in Mexico, so | | +| | | | no daily fee is | | +| | | | charged while | | +| | | | in Mexico. | | +| | | | Mexico roaming | | +| | | | bonus is not | | +| | | | compatible with | | +| | | | IDPIDP or | | +| | | | IDPBM. | | +| | | | Starting in | | +| | | | mid-October | | +| | | | 2022 & ending | | +| | | | November 1, | | +| | | | 2022, IDP | | +| | | | customers in | | +| | | | Lebanon will be | | +| | | | notified via | | +| | | | text that | | +| | | | Lebanon will no | | +| | | | longer be | | +| | | | included in IDP | | +| | | | and data | | +| | | | service will no | | +| | | | longer be | | +| | | | available in | | +| | | | Lebanon as of | | +| | | | November 1st. | | +| | | | Starting | | +| | | | November 1, | | +| | | | Pay-Per-Use | | +| | | | rates | | +| | | | (hyperlink to | | +| | | | PPU CCKM | | +| | | | article) for | | +| | | | voice and | | +| | | | messaging will | | +| | | | apply in | | +| | | | Lebanon.  Data | | +| | | | usage will not | | +| | | | be available. | | +| | | | Eligible Airlin | | +| | | | es/flights: Vis | | +| | | | it https://www. | | +| | | | aeromobile.net/ | | +| | | | airlines/ | | +| | | | Provisioning | | +| | | | Contoso will not | | +| | | | automatically | | +| | | | enroll most | | +| | | | customers in | | +| | | | IDP when on an | | +| | | | eligible | | +| | | | AeroMobile | | +| | | | enabled | | +| | | | international | | +| | | | flight, the | | +| | | | customer should | | +| | | | add it prior to | | +| | | | takeoff Cost | | +| | | | (same as IDP | | +| | | | destinations) | | +| | | | IDP - $10 a day | | +| | | | for each line | | +| | | | on the account  | | +| | | | IDPM - $10 a | | +| | | | day for at | | +| | | | least 1 line on | | +| | | | the account; $5 | | +| | | | a day for up to | | +| | | | 4 other lines | | +| | | | on the account | | +| | | | when charged a | | +| | | | daily fee on | | +| | | | the same | | +| | | | calendar date.  | | +| | | | If the customer | | +| | | | lands in an | | +| | | | included IDP | | +| | | | destination, | | +| | | | the 24-hour | | +| | | | usage period | | +| | | | continues, and | | +| | | | no additional | | +| | | | daily fees are | | +| | | | charged until | | +| | | | the 24-hour | | +| | | | usage period is | | +| | | | over. Find out | | +| | | | more on How it | | +| | | | Works Selling | | +| | | | Tips ✓ Simple | | +| | | | - One-time | | +| | | | enrollment | | +| | | | process with no | | +| | | | monthly charge. | | +| | | | Pay a daily fee | | +| | | | instead. ✓ | | +| | | | Flexible - | | +| | | | Daily fee per | | +| | | | device is only | | +| | | | charged when | | +| | | | there is usage | | +| | | | in an included | | +| | | | country. ✓ | | +| | | | Domestic Data, | | +| | | | Talk & Text - | | +| | | | Customers use | | +| | | | their domestic | | +| | | | data plan | | +| | | | internationally | | +| | | | without paying | | +| | | | additional data | | +| | | | roaming fees. | | +| | | | (Non-unlimited | | +| | | | plans may | | +| | | | result in | | +| | | | domestic | | +| | | | overage | | +| | | | charges.) ✓ | | +| | | | Comprehensive - | | +| | | | Customers can | | +| | | | relax, we've | | +| | | | got them | | +| | | | covered! IDP | | +| | | | and IDPBM are | | +| | | | now available | | +| | | | in over 210 | | +| | | | countries. Set | | +| | | | Expectations | | +| | | | IDPBM rate plan | | +| | | | requirements: | | +| | | | Source: | | +| | | | Content: 't | | +| | | | cover the | | +| | | | customer's | | +| | | | cruise? If | | +| | | | your Cruise | | +| | | | doesn't qualify | | +| | | | for a Cruise | | +| | | | package No | | +| | | | problem! Your | | +| | | | device | | +| | | | may still work, | | +| | | | but your usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates. Talk | | +| | | | for $3.00 | | +| | | | Text: | | +| | | | $0.50/message, | | +| | | | $1.30/picture | | +| | | | or video | | +| | | | message Data: | | +| | | | $2.05/MB | | +| | | | ($.002/KB)** | | +| | | | Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and | | +| | | | video messages | | +| | | | received.**Usag | | +| | | | e is calculated | | +| | | | in full | | +| | | | kilobyte | | +| | | | increments | | +| | | | ($0.002/KB) and | | +| | | | rounded up to | | +| | | | the next full- | | +| | | | kilobyte | | +| | | | increment. | | +| | | | Details | | +| | | | Eligibility | | +| | | | Requirements & | | +| | | | Restrictions ✔ | | +| | | | Must meet | | +| | | | international | | +| | | | eligibility | | +| | | | requirements. | | +| | | | ✔ Available to | | +| | | | Consumer/IRU/CR | | +| | | | U, FirstNet and | | +| | | | Contoso Signature | | +| | | | Program (SIG) | | +| | | | customers. ✔ | | +| | | | Work with any | | +| | | | domestic rate | | +| | | | plan. ✔ | | +| | | | Required per | | +| | | | CTN. ✔ | | +| | | | Available | | +| | | | for smartphone | | +| | | | and for tablets | | +| | | |  (wearables and | | +| | | | connected car | | +| | | | are excluded). | | +| | | | ✔ Private | | +| | | | yachts, river | | +| | | | cruises, and | | +| | | | ferries do not | | +| | | | qualify for | | +| | | | Cruise OTC | | +| | | | packages. ✔ | | +| | | | Usage is | | +| | | | discounted by | | +| | | | package on over | | +| | | | 175 cruise | | +| | | | ships. ✔ Usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates on other | | +| | | | cruise ships. | | +| | | | Selling Tips | | +| | | | Help Consumer | | +| | | | customers | | +| | | | purchase a | | +| | | | package1 in 3 | | +| | | | different ways: | | +| | | | Direct the | | +| | | | customer to | | +| | | | their myContoso | | +| | | | account and | | +| | | | follow the | | +| | | | international | | +| | | | guided flow. | | +| | | | Business | | +| | | | customers can | | +| | | | purchase a | | +| | | | package by | | +| | | | calling | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS). | | +| | | | Suggest adding | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business or | | +| | | | Contoso Business | | +| | | | Passport to | | +| | | | cover usage on | | +| | | | land or in | | +| | | | port. | | +| | | | 1Packages are | | +| | | | not available | | +| | | | for | | +| | | | provisioning | | +| | | | via OPUS, | | +| | | | Premier, or the | | +| | | | IVR.2The myContoso | | +| | | | international | | +| | | | guided flow is | | +| | | | frequently | | +| | | | updated; | | +| | | | screenshots may | | +| | | | not always | | +| | | | match the | | +| | | | actual | | +| | | | experience. | | +| | | | Additional Plan | | +| | | | Information | | +| | | | Cruise Packages | | +| | | | Details $60 | | +| | | | Contoso Cruise | | +| | | | Basic $100 | | +| | | | Contoso Cruise | | +| | | | Plus Price | | +| | | | $60 $100 | | +| | | | Eligible | | +| | | | Devices | | +| | | | Smartphones | | +| | | | only | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Minutes(Calls | | +| | | | made or | | +| | | | received while | | +| | | | international | | +| | | | roaming) | | +| | | | 100Overage: | | +| | | | $1/minute | | +| | | | Unlimited | | +| | | | Messages sent | | +| | | | (text, picture, | | +| | | | or video) while | | +| | | | international | | +| | | | roaming | | +| | | | (Domestic rates | | +| | | | apply to | | +| | | | messages | | +| | | | received) | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Cellular Data | | +| | | | (International | | +| | | | roaming) | | +| | | | 100MBOverage: | | +| | | | $10 per 100MB | | +| | | | 1GBOverage: $10 | | +| | | | per 100MB CRU | | +| | | | SOC IRCSPVMD | | +| | | | IRCSP1GB | | +| | | | FirstNet SOC | | +| | | | (Black SIM) | | +| | | | FNCSPVMD | | +| | | | FNCSP1GB | | +| | | | FirstNet Contoso | | +| | | | SOC(Orange SIM) | | +| | | | IRCSPVMD | | +| | | | IRCSP1GB Other | | +| | | | Details The | | +| | | | customer's | | +| | | | device is | | +| | | | registered on | | +| | | | the ship's | | +| | | | cellular | | +| | | | network when | | +| | | | Cellular at | | +| | | | Sea, 901-18 or | | +| | | | NOR-18 displays | | +| | | | on the device | | +| | | | in the upper- | | +| | | | left side of | | +| | | | the device's | | +| | | | screen. The | | +| | | | customer's | | +| | | | device switches | | +| | | | and registers | | +| | | | on a cellular | | +| | | | network from a | | +| | | | provider in the | | +| | | | country as the | | +| | | | ship approaches | | +| | | | land. When | | +| | | | ships are | | +| | | | docked or | | +| | | | tendered at a | | +| | | | U.S. port, | | +| | | | including | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands, and | | +| | | | the customer is | | +| | | | connected to a | | +| | | | land-based | | +| | | | cellular | | +| | | | carrier, usage | | +| | | | onboard the | | +| | | | ship is billed | | +| | | | at domestic | | +| | | | rates. The OTC | | +| | | | charge: | | +| | | | Bills only once | | +| | | | on the | | +| | | | package's | | +| | | | effective date, | | +| | | | even if the | | +| | | | package crosses | | +| | | | a bill cycle. | | +| | | | Does not pro- | | +| | | | rate. Will | | +| | | | bill once its | | +| | | | effective date | | +| | | | has passed. | | +| | | | Will not bill | | +| | | | if the package | | +| | | | is expired | | +| | | | before or on | | +| | | | its effective | | +| | | | date. Cruise | | +| | | | ships are not | | +| | | | included in | | +| | | | Contoso Business | | +| | | | Passport or | | +| | | | International | | +| | | | Day Pass for Bu | | +| | | | siness packages | | +| | | | . Billing | | +| | | | Priorities | | +| | | | International | | +| | | | usage is rated | | +| | | | in this billing | | +| | | | priority: 1st | | +| | | | - Domestic Rate | | +| | | | Plan, if it | | +| | | | includes | | +| | | | roaming | | +| | | | coverage in | | +| | | | international | | +| | | | countries | | +| | | | (example Mexico | | +| | | | and/or | | +| | | | Canada)2nd - | | +| | | | International | | +| | | | Day Pass3rd - | | +| | | | Passport4th - | | +| | | | Contoso Cruise | | +| | | | Ship Package5th | | +| | | | - Pay per use | | +| | | | Examples of how | | +| | | | rating occurs: | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that | | +| | | | includes Mexico | | +| | | | and Canada. | | +| | | | Extras on | | +| | | | customer's CT | | +| | | | Source: | | +| | | | Content: | | +| | | | P/IDPBM | | +| | | | countries to | | +| | | | the U.S. and | | +| | | | other IDP/IDPBM | | +| | | | countries. | | +| | | | Calls from | | +| | | | IDP/IDPBM | | +| | | | countries to | | +| | | | non-IDP/IDPBM | | +| | | | countries incur | | +| | | | ILD charges. | | +| | | | For IDP | | +| | | | customers on | | +| | | | non-unlimited | | +| | | | domestic plans, | | +| | | | minutes are | | +| | | | drawn from the | | +| | | | domestic voice | | +| | | | plan allowance | | +| | | | and overage | | +| | | | charges may | | +| | | | apply. Pay- | | +| | | | per-use rates | | +| | | | apply unless a | | +| | | | domestic plan | | +| | | | includes these | | +| | | | countries or an | | +| | | | ILD package is | | +| | | | added. For | | +| | | | details, see at | | +| | | | t.com/worldconn | | +| | | | ect. Available | | +| | | | on phones only. | | +| | | | Unlimited Text | | +| | | | to the World | | +| | | | Applies only to | | +| | | | Contoso Short | | +| | | | Messaging | | +| | | | Service (SMS) | | +| | | | and Multimedia | | +| | | | Messaging | | +| | | | Service (MMS) | | +| | | | and not to | | +| | | | other messaging | | +| | | | services or | | +| | | | applications | | +| | | | like iMessage. | | +| | | | For IDP | | +| | | | customers on | | +| | | | non-unlimited | | +| | | | domestic plans, | | +| | | | messages are | | +| | | | drawn from the | | +| | | | domestic plan's | | +| | | | messaging | | +| | | | allowance and | | +| | | | overage charges | | +| | | | may apply. | | +| | | | Available on | | +| | | | phones only. | | +| | | | Eligibility | | +| | | | IDP and IDPBM | | +| | | | are available | | +| | | | only to | | +| | | | Business and | | +| | | | Government | | +| | | | customers and | | +| | | | only for | | +| | | | Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | lines of | | +| | | | service with a | | +| | | | compatible | | +| | | | device. | | +| | | | However: IDP | | +| | | | can be added to | | +| | | | a CRUs line on | | +| | | | a variety of | | +| | | | domestic | | +| | | | postpaid plans | | +| | | | including | | +| | | | Mobile Select – | | +| | | | Pooled, Mobile | | +| | | | Share Plus for | | +| | | | Business, | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | /Performance/St | | +| | | | arter/Web-Only, | | +| | | | and various | | +| | | | legacy plans. | | +| | | | IDPBM can only | | +| | | | be added to a | | +| | | | CRU line on a | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan. IDP and | | +| | | | IDPBM are not | | +| | | | compatible with | | +| | | | International | | +| | | | Call Restrict | | +| | | | (ZZNOILD2). | | +| | | | While ZZNOILD2 | | +| | | | is used to | | +| | | | restrict | | +| | | | international | | +| | | | long distance, | | +| | | | this same ILD | | +| | | | functionality | | +| | | | is needed to | | +| | | | connect voice | | +| | | | between | | +| | | | countries when | | +| | | | user is roaming | | +| | | | abroad. | | +| | | | Coverage Both | | +| | | | features | | +| | | | require one fee | | +| | | | per day per | | +| | | | device for use | | +| | | | in 210+ | | +| | | | countries. See | | +| | | | att.com/globalc | | +| | | | ountries. Only | | +| | | | 1 daily fee is | | +| | | | charged per | | +| | | | device, even | | +| | | | when the | | +| | | | customer | | +| | | | travels to | | +| | | | multiple | | +| | | | included | | +| | | | countries in | | +| | | | the same day. | | +| | | | IDP and IDPBM | | +| | | | do not include | | +| | | | usage on cruise | | +| | | | ships or airlin | | +| | | | es/flights that | | +| | | | are not AeroMob | | +| | | | ile® enabled. | | +| | | | Additional IDP | | +| | | | & IDPBM Offer | | +| | | | Details Adding | | +| | | | to a Device | | +| | | | Once a customer | | +| | | | adds this | | +| | | | option to a | | +| | | | qualifying CRU | | +| | | | device with a | | +| | | | qualifying rate | | +| | | | plan, IDP and | | +| | | | IDPBM stays on | | +| | | | the customer's | | +| | | | lines until | | +| | | | they remove it | | +| | | | online | | +| | | | (att.com/myatt | | +| | | | or att.com/prem | | +| | | | ier), by | | +| | | | calling | | +| | | | 800.331.0500, | | +| | | | or by | | +| | | | contacting | | +| | | | their Contoso | | +| | | | account | | +| | | | representative. | | +| | | | IDP and IDPBM | | +| | | | can be added on | | +| | | | smartphones, | | +| | | | feature phones, | | +| | | | tablets, MiFi, | | +| | | | and all other | | +| | | | device types | | +| | | | except the | | +| | | | following: | | +| | | | Contoso Wireless | | +| | | | Internet | | +| | | | Connected Cars | | +| | | | Digital cameras | | +| | | | E-readers SONY | | +| | | | Playstation | | +| | | | Tablets on | | +| | | | stand-alone LTE | | +| | | | tablet plans. | | +| | | | Wireless Home | | +| | | | Phone (WHP) | | +| | | | Any brand of | | +| | | | wearable | | +| | | | device. | | +| | | | Incidental Data | | +| | | | Usage Apps on | | +| | | | a device use | | +| | | | data even when | | +| | | | the customer | | +| | | | may not be | | +| | | | aware. Such | | +| | | | usage may | | +| | | | trigger up to | | +| | | | $10 daily fee. | | +| | | | To avoid | | +| | | | unintended use | | +| | | | of IDP or | | +| | | | IDPBM, | | +| | | | customers | | +| | | | should turn off | | +| | | | cellular data | | +| | | | roaming in | | +| | | | their device | | +| | | | settings. Pay- | | +| | | | Per-Use Rates | | +| | | | Apply when | | +| | | | traveling in | | +| | | | non-IDP/IDPBM | | +| | | | countries | | +| | | | and/or when no | | +| | | | package is | | +| | | | added. General | | +| | | | Subject to the | | +| | | | Business or | | +| | | | Government | | +| | | | customer's | | +| | | | applicable | | +| | | | wireless | | +| | | | service | | +| | | | agreement. | | +| | | | Availability, | | +| | | | quality of | | +| | | | coverage, and | | +| | | | services while | | +| | | | roaming are not | | +| | | | guaranteed. | | +| | | | Additional | | +| | | | restrictions | | +| | | | may apply. | | +| | | | Comparison | | +| | | | Chart / Rating | | +| | | | Priorities | | +| | | | Canada Roam | | +| | | | North America | | +| | | | and domestic | | +| | | | rate plans that | | +| | | | include Canada | | +| | | | take priority | | +| | | | over IDPIDP and | | +| | | | IDPBM. | | +| | | | Customers are | | +| | | | not charged a | | +| | | | daily fee while | | +| | | | in Canada. | | +| | | | Canada Roaming | | +| | | | Bonus Save | | +| | | | offer is not | | +| | | | compatible with | | +| | | | IDP. IDP/IDPBM | | +| | | | and Contoso | | +| | | | Passport/Contoso | | +| | | | Passport Pro | | +| | | | As of July 15, | | +| | | | 2020, IDP and | | +| | | | IDPBM has | | +| | | | expanded to | | +| | | | cover 210+ | | +| | | | countries, the | | +| | | | same countries | | +| | | | country | | +| | | | coverage as | | +| | | | Contoso Passport | | +| | | | and Contoso | | +| | | | Passport Pros. | | +| | | | From such date | | +| | | | forward, | | +| | | | customers are | | +| | | | no longer | | +| | | | allowed to have | | +| | | | both IDP or | | +| | | | IDPBM and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pro at the same | | +| | | | time. They must | | +| | | | choose one or | | +| | | | the other. | | +| | | | If a customer | | +| | | | prefers to pay | | +| | | | a daily fee to | | +| | | | use their phone | | +| | | | like they do at | | +| | | | home, they | | +| | | | should select | | +| | | | IDP or IDPBM. | | +| | | | If a customer | | +| | | | is taking a | | +| | | | longer trip, | | +| | | | can limit their | | +| | | | data usage, and | | +| | | | doesn't mind | | +| | | | paying a per | | +| | | | minute rate for | | +| | | | talk, they may | | +| | | | prefer to | | +| | | | select Contoso | | +| | | | Passports. If | | +| | | | they need more | | +| | | | data and/or a | | +| | | | bucket of | | +| | | | minutes Source: | | ++----+----------------+----------------+------------------+--------------+ +| 84 | If a | If the | Content: N: | 8 | +| | customer is | customer has | Customer has | | +| | cruising to | a domestic | usage on/in: | | +| | Canada | rate plan | How the | | +| | (Alaska | that | customer's | | +| | cruises may | includes | usage rated: | | +| | stop in | Canada or | Cruise package | | +| | Canada) or | Mexico, they | Cruise ship | | +| | Mexico on a | will not be | Mexico Canada | | +| | qualifying | charged a | A Caribbean | | +| | ship, and | daily fee | Island | | +| | needs more | while in | Mexico and | | +| | calling | those | Canada rated by | | +| | minutes, | countries, | the domestic | | +| | would it be | so there | rate plan. | | +| | beneficial | would be no | Only Cruise | | +| | for them to | need to add | ship usage is | | +| | add Internat | IDP or the C | rated by the | | +| | ional Day | anada/Mexico | cruise ship | | +| | Pass (IDP) | Travel | package. All | | +| | or the Canad | Minutes | other usage in | | +| | a/Mexico | package. | IDP/Passport | | +| | Travel | However, if | destinations is | | +| | Minutes | the | rated by | | +| | package in | customer's | IDP/Passport if | | +| | addition to | domestic | added, | | +| | their Contoso | plan does | otherwise will | | +| | Cruise Ship | not include | rate as pay- | | +| | calling | Canada or | per-use. See | | +| | package? | Mexico, they | Cruise packages | | +| | | may benefit | for additional | | +| | | from adding | support. | | +| | | IDP or the C | Customer has a | | +| | | anada/Mexico | domestic rate | | +| | | Travel | plan that does | | +| | | Minutes | not include | | +| | | package in | international | | +| | | addition to | roaming. | | +| | | their Contoso | Extras on | | +| | | Cruise Ship | customer's CTN: | | +| | | calling | Customer has | | +| | | package. It | usage on/in: | | +| | | would depend | How the | | +| | | on their | customer's | | +| | | specific | usage rated: | | +| | | usage needs | Cruise package | | +| | | and whether | Cruise ship | | +| | | they prefer | Mexico Canada | | +| | | a daily fee | A Caribbean | | +| | | or a package | Island | | +| | | with a set | Cruise | | +| | | number of | ship usage is | | +| | | minutes. | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: | | +| | | | P/IDPBM | | +| | | | countries to | | +| | | | the U.S. and | | +| | | | other IDP/IDPBM | | +| | | | countries. | | +| | | | Calls from | | +| | | | IDP/IDPBM | | +| | | | countries to | | +| | | | non-IDP/IDPBM | | +| | | | countries incur | | +| | | | ILD charges. | | +| | | | For IDP | | +| | | | customers on | | +| | | | non-unlimited | | +| | | | domestic plans, | | +| | | | minutes are | | +| | | | drawn from the | | +| | | | domestic voice | | +| | | | plan allowance | | +| | | | and overage | | +| | | | charges may | | +| | | | apply. Pay- | | +| | | | per-use rates | | +| | | | apply unless a | | +| | | | domestic plan | | +| | | | includes these | | +| | | | countries or an | | +| | | | ILD package is | | +| | | | added. For | | +| | | | details, see at | | +| | | | t.com/worldconn | | +| | | | ect. Available | | +| | | | on phones only. | | +| | | | Unlimited Text | | +| | | | to the World | | +| | | | Applies only to | | +| | | | Contoso Short | | +| | | | Messaging | | +| | | | Service (SMS) | | +| | | | and Multimedia | | +| | | | Messaging | | +| | | | Service (MMS) | | +| | | | and not to | | +| | | | other messaging | | +| | | | services or | | +| | | | applications | | +| | | | like iMessage. | | +| | | | For IDP | | +| | | | customers on | | +| | | | non-unlimited | | +| | | | domestic plans, | | +| | | | messages are | | +| | | | drawn from the | | +| | | | domestic plan's | | +| | | | messaging | | +| | | | allowance and | | +| | | | overage charges | | +| | | | may apply. | | +| | | | Available on | | +| | | | phones only. | | +| | | | Eligibility | | +| | | | IDP and IDPBM | | +| | | | are available | | +| | | | only to | | +| | | | Business and | | +| | | | Government | | +| | | | customers and | | +| | | | only for | | +| | | | Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | lines of | | +| | | | service with a | | +| | | | compatible | | +| | | | device. | | +| | | | However: IDP | | +| | | | can be added to | | +| | | | a CRUs line on | | +| | | | a variety of | | +| | | | domestic | | +| | | | postpaid plans | | +| | | | including | | +| | | | Mobile Select – | | +| | | | Pooled, Mobile | | +| | | | Share Plus for | | +| | | | Business, | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | /Performance/St | | +| | | | arter/Web-Only, | | +| | | | and various | | +| | | | legacy plans. | | +| | | | IDPBM can only | | +| | | | be added to a | | +| | | | CRU line on a | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan. IDP and | | +| | | | IDPBM are not | | +| | | | compatible with | | +| | | | International | | +| | | | Call Restrict | | +| | | | (ZZNOILD2). | | +| | | | While ZZNOILD2 | | +| | | | is used to | | +| | | | restrict | | +| | | | international | | +| | | | long distance, | | +| | | | this same ILD | | +| | | | functionality | | +| | | | is needed to | | +| | | | connect voice | | +| | | | between | | +| | | | countries when | | +| | | | user is roaming | | +| | | | abroad. | | +| | | | Coverage Both | | +| | | | features | | +| | | | require one fee | | +| | | | per day per | | +| | | | device for use | | +| | | | in 210+ | | +| | | | countries. See | | +| | | | att.com/globalc | | +| | | | ountries. Only | | +| | | | 1 daily fee is | | +| | | | charged per | | +| | | | device, even | | +| | | | when the | | +| | | | customer | | +| | | | travels to | | +| | | | multiple | | +| | | | included | | +| | | | countries in | | +| | | | the same day. | | +| | | | IDP and IDPBM | | +| | | | do not include | | +| | | | usage on cruise | | +| | | | ships or airlin | | +| | | | es/flights that | | +| | | | are not AeroMob | | +| | | | ile® enabled. | | +| | | | Additional IDP | | +| | | | & IDPBM Offer | | +| | | | Details Adding | | +| | | | to a Device | | +| | | | Once a customer | | +| | | | adds this | | +| | | | option to a | | +| | | | qualifying CRU | | +| | | | device with a | | +| | | | qualifying rate | | +| | | | plan, IDP and | | +| | | | IDPBM stays on | | +| | | | the customer's | | +| | | | lines until | | +| | | | they remove it | | +| | | | online | | +| | | | (att.com/myatt | | +| | | | or att.com/prem | | +| | | | ier), by | | +| | | | calling | | +| | | | 800.331.0500, | | +| | | | or by | | +| | | | contacting | | +| | | | their Contoso | | +| | | | account | | +| | | | representative. | | +| | | | IDP and IDPBM | | +| | | | can be added on | | +| | | | smartphones, | | +| | | | feature phones, | | +| | | | tablets, MiFi, | | +| | | | and all other | | +| | | | device types | | +| | | | except the | | +| | | | following: | | +| | | | Contoso Wireless | | +| | | | Internet | | +| | | | Connected Cars | | +| | | | Digital cameras | | +| | | | E-readers SONY | | +| | | | Playstation | | +| | | | Tablets on | | +| | | | stand-alone LTE | | +| | | | tablet plans. | | +| | | | Wireless Home | | +| | | | Phone (WHP) | | +| | | | Any brand of | | +| | | | wearable | | +| | | | device. | | +| | | | Incidental Data | | +| | | | Usage Apps on | | +| | | | a device use | | +| | | | data even when | | +| | | | the customer | | +| | | | may not be | | +| | | | aware. Such | | +| | | | usage may | | +| | | | trigger up to | | +| | | | $10 daily fee. | | +| | | | To avoid | | +| | | | unintended use | | +| | | | of IDP or | | +| | | | IDPBM, | | +| | | | customers | | +| | | | should turn off | | +| | | | cellular data | | +| | | | roaming in | | +| | | | their device | | +| | | | settings. Pay- | | +| | | | Per-Use Rates | | +| | | | Apply when | | +| | | | traveling in | | +| | | | non-IDP/IDPBM | | +| | | | countries | | +| | | | and/or when no | | +| | | | package is | | +| | | | added. General | | +| | | | Subject to the | | +| | | | Business or | | +| | | | Government | | +| | | | customer's | | +| | | | applicable | | +| | | | wireless | | +| | | | service | | +| | | | agreement. | | +| | | | Availability, | | +| | | | quality of | | +| | | | coverage, and | | +| | | | services while | | +| | | | roaming are not | | +| | | | guaranteed. | | +| | | | Additional | | +| | | | restrictions | | +| | | | may apply. | | +| | | | Comparison | | +| | | | Chart / Rating | | +| | | | Priorities | | +| | | | Canada Roam | | +| | | | North America | | +| | | | and domestic | | +| | | | rate plans that | | +| | | | include Canada | | +| | | | take priority | | +| | | | over IDPIDP and | | +| | | | IDPBM. | | +| | | | Customers are | | +| | | | not charged a | | +| | | | daily fee while | | +| | | | in Canada. | | +| | | | Canada Roaming | | +| | | | Bonus Save | | +| | | | offer is not | | +| | | | compatible with | | +| | | | IDP. IDP/IDPBM | | +| | | | and Contoso | | +| | | | Passport/Contoso | | +| | | | Passport Pro | | +| | | | As of July 15, | | +| | | | 2020, IDP and | | +| | | | IDPBM has | | +| | | | expanded to | | +| | | | cover 210+ | | +| | | | countries, the | | +| | | | same countries | | +| | | | country | | +| | | | coverage as | | +| | | | Contoso Passport | | +| | | | and Contoso | | +| | | | Passport Pros. | | +| | | | From such date | | +| | | | forward, | | +| | | | customers are | | +| | | | no longer | | +| | | | allowed to have | | +| | | | both IDP or | | +| | | | IDPBM and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pro at the same | | +| | | | time. They must | | +| | | | choose one or | | +| | | | the other. | | +| | | | If a customer | | +| | | | prefers to pay | | +| | | | a daily fee to | | +| | | | use their phone | | +| | | | like they do at | | +| | | | home, they | | +| | | | should select | | +| | | | IDP or IDPBM. | | +| | | | If a customer | | +| | | | is taking a | | +| | | | longer trip, | | +| | | | can limit their | | +| | | | data usage, and | | +| | | | doesn't mind | | +| | | | paying a per | | +| | | | minute rate for | | +| | | | talk, they may | | +| | | | prefer to | | +| | | | select Contoso | | +| | | | Passports. If | | +| | | | they need more | | +| | | | data and/or a | | +| | | | bucket of | | +| | | | minutes Source: | | +| | | | Content: , they | | +| | | | may prefer to | | +| | | | select Contoso | | +| | | | Passport Pro. | | +| | | | Customers are | | +| | | | still able to | | +| | | | change back and | | +| | | | forth between | | +| | | | IDPIDP or IDPBM | | +| | | | on the one hand | | +| | | | and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pros on the | | +| | | | other hand, | | +| | | | depending on | | +| | | | their travel | | +| | | | needs. If a | | +| | | | customer | | +| | | | already has | | +| | | | both an IDP (or | | +| | | | IDPBM) feature | | +| | | | and a Passport | | +| | | | (or Passport | | +| | | | Pro) feature on | | +| | | | a their line as | | +| | | | of 7/15, the | | +| | | | customer should | | +| | | | remove either | | +| | | | the IDP (or | | +| | | | IDPBM) feature | | +| | | | or the Passport | | +| | | | (or Passport | | +| | | | Pro) feature to | | +| | | | avoid incurring | | +| | | | charges from | | +| | | | both features | | +| | | | when they | | +| | | | travel. If | | +| | | | the customer | | +| | | | chooses to have | | +| | | | its Passport or | | +| | | | Passport Pro | | +| | | | feature | | +| | | | removed, | | +| | | | remember to | | +| | | | backdate the | | +| | | | removal to the | | +| | | | original start | | +| | | | date for One- | | +| | | | Time Charge | | +| | | | Passport or to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle for | | +| | | | Recurring | | +| | | | Passport or | | +| | | | Passport Pro. | | +| | | | If the customer | | +| | | | has already | | +| | | | been billed for | | +| | | | both IDP (or | | +| | | | IDPBM) and | | +| | | | Passport (or | | +| | | | Passport Pro), | | +| | | | a credit can be | | +| | | | issued for the | | +| | | | feature being | | +| | | | removed, | | +| | | | following your | | +| | | | channel | | +| | | | policies. | | +| | | | International | | +| | | | Roaming Offer | | +| | | | Matrix | | +| | | | Destination | | +| | | | Lead Offer | | +| | | | Fall Back Offer | | +| | | | Other Options | | +| | | | Mexico & Canada | | +| | | | Contoso Business | | +| | | | Unlimited Plans | | +| | | | (Elite, | | +| | | | Performance, | | +| | | | Starter, Web- | | +| | | | Only) Take | | +| | | | the U.S. plan | | +| | | | to Mexico and | | +| | | | Canada at no | | +| | | | additional | | +| | | | cost. IDP* or | | +| | | | IDPBM** Use | | +| | | | the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | Rest of World | | +| | | | IDP* or IDPBM** | | +| | | | Use the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | N/A Effective | | +| | | | 7/15/20, IDP's | | +| | | | roam zone | | +| | | | increased to | | +| | | | 210+ countries | | +| | | | and matches | | +| | | | IDPBM, Passport | | +| | | | and Passport | | +| | | | Pro. Customers | | +| | | | adding packages | | +| | | | beginning on | | +| | | | that date are | | +| | | | restricted from | | +| | | | having both an | | +| | | | IDP or IDPBM | | +| | | | package AND a | | +| | | | Passport or | | +| | | | Passport Pro | | +| | | | package. | | +| | | | Customers who | | +| | | | have both | | +| | | | before 7/15/20 | | +| | | | are expected to | | +| | | | decide which | | +| | | | package they | | +| | | | want to keep | | +| | | | (in order to | | +| | | | avoid being | | +| | | | charged under | | +| | | | both). ** | | +| | | | IDPBM is only | | +| | | | available for | | +| | | | CRU lines on | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plans and | | +| | | | should always | | +| | | | be the choice | | +| | | | for customers | | +| | | | with such | | +| | | | plans. Mexico | | +| | | | Domestic rate | | +| | | | plans that | | +| | | | include travel | | +| | | | in Mexico with | | +| | | | no roaming | | +| | | | charges take | | +| | | | priority over | | +| | | | IDPIDP and | | +| | | | IDPBM for usage | | +| | | | in Mexico, so | | +| | | | no daily fee is | | +| | | | charged while | | +| | | | in Mexico. | | +| | | | Mexico roaming | | +| | | | bonus is not | | +| | | | compatible with | | +| | | | IDPIDP or | | +| | | | IDPBM. | | +| | | | Starting in | | +| | | | mid-October | | +| | | | 2022 & ending | | +| | | | November 1, | | +| | | | 2022, IDP | | +| | | | customers in | | +| | | | Lebanon will be | | +| | | | notified via | | +| | | | text that | | +| | | | Lebanon will no | | +| | | | longer be | | +| | | | included in IDP | | +| | | | and data | | +| | | | service will no | | +| | | | longer be | | +| | | | available in | | +| | | | Lebanon as of | | +| | | | November 1st. | | +| | | | Starting | | +| | | | November 1, | | +| | | | Pay-Per-Use | | +| | | | rates | | +| | | | (hyperlink to | | +| | | | PPU CCKM | | +| | | | article) for | | +| | | | voice and | | +| | | | messaging will | | +| | | | apply in | | +| | | | Lebanon.  Data | | +| | | | usage will not | | +| | | | be available. | | +| | | | Eligible Airlin | | +| | | | es/flights: Vis | | +| | | | it https://www. | | +| | | | aeromobile.net/ | | +| | | | airlines/ | | +| | | | Provisioning | | +| | | | Contoso will not | | +| | | | automatically | | +| | | | enroll most | | +| | | | customers in | | +| | | | IDP when on an | | +| | | | eligible | | +| | | | AeroMobile | | +| | | | enabled | | +| | | | international | | +| | | | flight, the | | +| | | | customer should | | +| | | | add it prior to | | +| | | | takeoff Cost | | +| | | | (same as IDP | | +| | | | destinations) | | +| | | | IDP - $10 a day | | +| | | | for each line | | +| | | | on the account  | | +| | | | IDPM - $10 a | | +| | | | day for at | | +| | | | least 1 line on | | +| | | | the account; $5 | | +| | | | a day for up to | | +| | | | 4 other lines | | +| | | | on the account | | +| | | | when charged a | | +| | | | daily fee on | | +| | | | the same | | +| | | | calendar date.  | | +| | | | If the customer | | +| | | | lands in an | | +| | | | included IDP | | +| | | | destination, | | +| | | | the 24-hour | | +| | | | usage period | | +| | | | continues, and | | +| | | | no additional | | +| | | | daily fees are | | +| | | | charged until | | +| | | | the 24-hour | | +| | | | usage period is | | +| | | | over. Find out | | +| | | | more on How it | | +| | | | Works Selling | | +| | | | Tips ✓ Simple | | +| | | | - One-time | | +| | | | enrollment | | +| | | | process with no | | +| | | | monthly charge. | | +| | | | Pay a daily fee | | +| | | | instead. ✓ | | +| | | | Flexible - | | +| | | | Daily fee per | | +| | | | device is only | | +| | | | charged when | | +| | | | there is usage | | +| | | | in an included | | +| | | | country. ✓ | | +| | | | Domestic Data, | | +| | | | Talk & Text - | | +| | | | Customers use | | +| | | | their domestic | | +| | | | data plan | | +| | | | internationally | | +| | | | without paying | | +| | | | additional data | | +| | | | roaming fees. | | +| | | | (Non-unlimited | | +| | | | plans may | | +| | | | result in | | +| | | | domestic | | +| | | | overage | | +| | | | charges.) ✓ | | +| | | | Comprehensive - | | +| | | | Customers can | | +| | | | relax, we've | | +| | | | got them | | +| | | | covered! IDP | | +| | | | and IDPBM are | | +| | | | now available | | +| | | | in over 210 | | +| | | | countries. Set | | +| | | | Expectations | | +| | | | IDPBM rate plan | | +| | | | requirements: | | +| | | | Source: | | +| | | | Content: Stay | | +| | | | in touch while | | +| | | | on your cruise! | | +| | | | We have | | +| | | | packages on | | +| | | | over 175 cruise | | +| | | | ships with no | | +| | | | extra charge on | | +| | | | land, in | | +| | | | Mexico, Canada, | | +| | | | and select | | +| | | | Caribbean | | +| | | | islands. Set | | +| | | | Sail and Stay | | +| | | | Connected Stay | | +| | | | connected with | | +| | | | up to 1GB of | | +| | | | data, talk and | | +| | | | unlimited test | | +| | | | on over 175 | | +| | | | cruise ships | | +| | | | with Contoso | | +| | | | Cruise packages | | +| | | | . Effective | | +| | | | June 1, 2023, | | +| | | | Contoso Cruise | | +| | | | packages are | | +| | | | being updated | | +| | | | to create more | | +| | | | value for | | +| | | | customers:  | | +| | | | $100 Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Plus’ | | +| | | | and remains a | | +| | | | $100 One Time | | +| | | | Cost $50 | | +| | | | Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Basic’ | | +| | | | and is now a | | +| | | | $60 One Time | | +| | | | Cost | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Smartphones | | +| | | | only | | +| | | | Voice remains | | +| | | | Unlimited | | +| | | | Voice minutes | | +| | | | increase from | | +| | | | 50 minutes to | | +| | | | 100 minutes | | +| | | | Voice overages | | +| | | | reduced from | | +| | | | $2/min to | | +| | | | $1/min | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Data allowance | | +| | | | increases from | | +| | | | 200MB to 1GB | | +| | | | Data overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Data allowance | | +| | | | increases from | | +| | | | no data to | | +| | | | 100MB Data | | +| | | | overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Usage of Cruise | | +| | | | Package is | | +| | | | limited to | | +| | | | eligible Cruise | | +| | | | Ships only | | +| | | | starting | | +| | | | 6/1/23; IDP | | +| | | | will auto- | | +| | | | provision on | | +| | | | land-based | | +| | | | carriers for | | +| | | | eligible | | +| | | | customers. | | +| | | | Prior to | | +| | | | 6/1/23, Cruise | | +| | | | usage was | | +| | | | allowed in | | +| | | | Canada, Mexico | | +| | | | and some | | +| | | | Caribbean | | +| | | | Islands | | +| | | | For customers | | +| | | | that DO NOT | | +| | | | select a Cruise | | +| | | | Package or are | | +| | | | on a non- | | +| | | | eligible ship, | | +| | | | Pay-Per Use | | +| | | | Data remains @ | | +| | | | $2.05/MB for | | +| | | | data, $3/minute | | +| | | | for voice, | | +| | | | $0.50 per SMS & | | +| | | | $1.30 per MMS. | | +| | | | By increasing | | +| | | | the data | | +| | | | allowance in | | +| | | | both packages | | +| | | | and providing | | +| | | | greater value | | +| | | | in data | | +| | | | overages, | | +| | | | recommend a | | +| | | | Cruise package | | +| | | | for your | | +| | | | customers | | +| | | | compared to | | +| | | | Pay-Per-Use | | +| | | | rates! Start | | +| | | | the | | +| | | | conversation | | +| | | | Important | | +| | | | Questions for | | +| | | | the Customer ✔ | | +| | | | Which cruise | | +| | | | line will you | | +| | | | be sailing | | +| | | | on?(Confirm | | +| | | | cruise | | +| | | | line/ship is | | +| | | | listed on | | +| | | | Cruise Ships | | +| | | | Guide  and | | +| | | | record it in | | +| | | | notes.) ✔ How | | +| | | | long will you | | +| | | | be on your crui | | +| | | | se?(Recommend | | +| | | | the right | | +| | | | package(s) to | | +| | | | cover all | | +| | | | usage.) ✔ | | +| | | | Where is your | | +| | | | cruise taking | | +| | | | you?(Recommend | | +| | | | IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport for | | +| | | | when customer | | +| | | | is on shore. | | +| | | | Contoso Cruise | | +| | | | packages do not | | +| | | | cover usage in | | +| | | | port or on | | +| | | | land. ✔ Is | | +| | | | travel in | | +| | | | Mexico or | | +| | | | Canada included | | +| | | | in your | | +| | | | domestic rate | | +| | | | plan?(Rated as | | +| | | | domestic) ✔ | | +| | | | Will you be | | +| | | | using data | | +| | | | while you are | | +| | | | away?(If | | +| | | | estimated data | | +| | | | usage is | | +| | | | greater than | | +| | | | 200MBs, suggest | | +| | | | using IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport when | | +| | | | on the ship in | | +| | | | port or | | +| | | | onshore.) ✔ | | +| | | | Packages are | | +| | | | available on | | +| | | | over 175 cruise | | +| | | | ships. Choose | | +| | | | the cruise | | +| | | | package that's | | +| | | | right for you! | | +| | | | Auto expires in | | +| | | | 30 days! There | | +| | | | are two plans | | +| | | | to choose from, | | +| | | | depending on | | +| | | | your device | | +| | | | type: Contoso | | +| | | | Cruise Plus | | +| | | |  $100 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk | | +| | | | and Text*: | | +| | | | Unlimited  ✔ | | +| | | | Data: 1GB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance  ✔ | | +| | | | Available for | | +| | | | smartphones & t | | +| | | | ablets *Standar | | +| | | | d domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. Contoso | | +| | | | Cruise Basic | | +| | | |  $60 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk: | | +| | | | 100 minutes; | | +| | | | overage $1.00 | | +| | | | per minute  ✔ | | +| | | | Text*: | | +| | | | Unlimited ✔ | | +| | | | Data:  100MB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance ✔ | | +| | | | Available for | | +| | | | smartphones | | +| | | | only *Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. | | +| | | | Click here | | +| | | | (Contoso Data | | +| | | | Calculator - | | +| | | | Estimate Your | | +| | | | Internet Data | | +| | | | Usage | | +| | | | (att.com)) if | | +| | | | your customer | | +| | | | needs help | | +| | | | determining | | +| | | | their data | | +| | | | needs How do | | +| | | | you add a | | +| | | | cruise ship | | +| | | | package? Contoso | | +| | | | Cruise Ship | | +| | | | packages can be | | +| | | | purchased as of | | +| | | | February 20, | | +| | | | 2020 in these | | +| | | | sales channels: | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS) The | | +| | | | myContoso secured | | +| | | | account What | | +| | | | if the Cruise | | +| | | | package doesn | | +| | | | Source: | | +| | | | Content: | | +| | | | Staying | | +| | | | Connected while | | +| | | | abroad is | | +| | | | simpler than | | +| | | | ever! Eligible | | +| | | | Business and | | +| | | | Government | | +| | | | customers now | | +| | | | have 2 daily | | +| | | | fee roaming | | +| | | | packages to | | +| | | | choose from - | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business (IDP) | | +| | | | or | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business – | | +| | | | Multiline | | +| | | | (IDPBM)! Heads | | +| | | | up: For | | +| | | | FirstNet | | +| | | | accounts see | | +| | | | FirstNet | | +| | | | International | | +| | | | Roaming | | +| | | | Packages. | | +| | | | Eligibility | | | +| | | | Coverage | | | +| | | | Additional | | +| | | | Offer Details | | | +| | | | Comparison | | +| | | | Chart | | | +| | | | Selling Tips | | | +| | | | Expectations | | | +| | | | FAQ What's New | | +| | | | Effective | | +| | | | November 1, | | +| | | | 2022: Lebanon | | +| | | | is no longer | | +| | | | included in IDP | | +| | | | and cellular | | +| | | | data service is | | +| | | | no longer | | +| | | | available | | +| | | | there.  Voice | | +| | | | and texting | | +| | | | will be | | +| | | | available at | | +| | | | Pay-Per-Use | | +| | | | rates only. | | +| | | | Select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights will be | | +| | | | included in IDP | | +| | | | Beginning July | | +| | | | 20, 2022, we | | +| | | | will begin to | | +| | | | auto-provision | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for CRU | | +| | | | customers | | +| | | | roaming with a | | +| | | | tablet/Mi- | | +| | | | Fi/connected | | +| | | | laptop when: | | +| | | | The device has | | +| | | | no | | +| | | | international | | +| | | | roaming feature | | +| | | | and Has used | | +| | | | 5MB+ of | | +| | | | international | | +| | | | roaming data at | | +| | | | pay-per-use | | +| | | | rates. The | | +| | | | AOP/Day to Day | | +| | | | will receive an | | +| | | | email giving | | +| | | | the customer | | +| | | | the option to | | +| | | | keep the | | +| | | | feature or to | | +| | | | opt out.On | | +| | | | August 18, | | +| | | | 2021, we began | | +| | | | to auto- | | +| | | | provision IDP | | +| | | | for CRU | | +| | | | customers that | | +| | | | were: | | +| | | | Traveling | | +| | | | internationally | | +| | | | with a | | +| | | | smartphone | | +| | | | without an | | +| | | | international | | +| | | | roaming feature | | +| | | | and Have used | | +| | | | 5MB+ of | | +| | | | international | | +| | | | roaming data at | | +| | | | pay-per-use | | +| | | | rates. The | | +| | | | customers | | +| | | | receive an SMS | | +| | | | message and the | | +| | | | AOP/Day to Day | | +| | | | receives an | | +| | | | email giving | | +| | | | them the option | | +| | | | to keep the | | +| | | | feature or to | | +| | | | opt out.Note: | | +| | | | The following | | +| | | | are excluded | | +| | | | from auto- | | +| | | | provisioning: | | +| | | | CRU and | | +| | | | FirstNet Agency | | +| | | | Paid accounts | | +| | | | that FAN has a | | +| | | | restriction | | +| | | | from Reply to | | +| | | | Buy is set to | | +| | | | "Not Allowed" | | +| | | | in ROME | | +| | | | Government | | +| | | | contract | | +| | | | agreement types | | +| | | | in ROME:  CFSS | | +| | | | PA, GSA1, GSA3, | | +| | | | GOV PA, WSCA, | | +| | | | GSA, GSA2, GOV, | | +| | | | or CFSS | | +| | | | Important note: | | +| | | | Even with the | | +| | | | auto-provision | | +| | | | functionality | | +| | | | it is still | | +| | | | recommended | | +| | | | that business | | +| | | | customers | | +| | | | select their | | +| | | | own | | +| | | | international | | +| | | | roaming offer | | +| | | | (IDPB or | | +| | | | Business | | +| | | | Passport) | | +| | | | before | | +| | | | traveling | | +| | | | abroad.  Auto- | | +| | | | provision | | +| | | | solution is not | | +| | | | 100% | | +| | | | guaranteed. | | +| | | | ​​​​​​​ | | +| | | | Subscriber | | +| | | | Category | | +| | | | Device SOC | | +| | | | Auto- | | +| | | | Provisioned | | +| | | | after 5MB of | | +| | | | PPU use abroad | | +| | | | OPT-OUT via SMS | | +| | | | (short-code) | | +| | | | Email | | +| | | | notification | | +| | | | with option to | | +| | | | OPT-OUT OPT | | +| | | | OUT SOC CRU | | +| | | | Phone ZIRRLHDF | | +| | | | SMS | | +| | | | confirmation | | +| | | | Only Yes-Day | | +| | | | to Day Contact | | +| | | | IRCRNOAUT CRU | | +| | | | Tablet/MiFi/Lap | | +| | | | top ZIRRLHDF | | +| | | | n/a Yes- Day | | +| | | | to Day Contact | | +| | | | IRCRNOAUT | | +| | | | Here's What's | | +| | | | Included | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business (IDP) | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business – | | +| | | | Multiline | | +| | | | (IDPBM) $10 | | +| | | | daily fee for | | +| | | | each 24-hour | | +| | | | period. Fee | | +| | | | applies to each | | +| | | | line on the | | +| | | | billing account | | +| | | | that uses IDP. | | +| | | | Available with | | +| | | | any domestic | | +| | | | plan. Daily | | +| | | | fee for each | | +| | | | 24-hour period: | | +| | | | 1 line: $10 | | +| | | | 2-5 lines: 1 | | +| | | | line @ $10 1-4 | | +| | | | lines @ $5 each | | +| | | | 6 or more | | +| | | | lines: 4 | | +| | | | lines @ $5 each | | +| | | | 2 or more lines | | +| | | | @ 10 each | | +| | | | Fee applies to | | +| | | | each line on | | +| | | | the billing | | +| | | | account that | | +| | | | uses IDPBM. | | +| | | | Requires a | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan. One Low | | +| | | | Fee Per Day | | +| | | | Pay a daily fee | | +| | | | for each | | +| | | | 24-hour period | | +| | | | that the | | +| | | | customer talks, | | +| | | | texts, or uses | | +| | | | data within an | | +| | | | included | | +| | | | country. Text | | +| | | | messages | | +| | | | received are | | +| | | | rated as | | +| | | | domestic and do | | +| | | | not trigger a | | +| | | | daily fee. | | +| | | | Data Access | | +| | | | Data is drawn | | +| | | | from eligible | | +| | | | plan with same | | +| | | | data and speed | | +| | | | restrictions. | | +| | | | If domestic | | +| | | | plan includes | | +| | | | Video | | +| | | | Management, it | | +| | | | applies to the | | +| | | | international | | +| | | | package or | | +| | | | feature. If | | +| | | | IDP customer | | +| | | | exceeds the | | +| | | | amount of data | | +| | | | in the domestic | | +| | | | plan, overage | | +| | | | charges or data | | +| | | | speed reduction | | +| | | | up to 128Kbps | | +| | | | applies per | | +| | | | domestic plan.* | | +| | | | For Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan only: | | +| | | | After 50GB, | | +| | | | Contoso may | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy.* *If | | +| | | | data speed is | | +| | | | slowed, all | | +| | | | data use, | | +| | | | including audio | | +| | | | and video | | +| | | | streaming, | | +| | | | picture and | | +| | | | video | | +| | | | messaging, and | | +| | | | other types of | | +| | | | data may not | | +| | | | work. | | +| | | | Unlimited Calls | | +| | | | to the U.S. | | +| | | | Includes | | +| | | | cellular calls | | +| | | | from ID Source: | | ++----+----------------+----------------+------------------+--------------+ +| 85 | If a | It would | Content: N: | 9 | +| | customer is | depend on | Customer has | | +| | cruising to | the | usage on/in: | | +| | the Mediterr | customer's | How the | | +| | anean, S. | specific | customer's | | +| | America, | needs and | usage rated: | | +| | Europe, or | usage. The | Cruise package | | +| | Asia on a | Cruise ship | Cruise ship | | +| | qualifying | package | Mexico Canada | | +| | ship, would | covers usage | A Caribbean | | +| | it be | on the ship, | Island | | +| | beneficial | while IDP or | Mexico and | | +| | for them to | Contoso | Canada rated by | | +| | add Internat | Passport | the domestic | | +| | ional Day | would cover | rate plan. | | +| | Pass (IDP) | usage in | Only Cruise | | +| | or Contoso | other | ship usage is | | +| | Passport in | countries. | rated by the | | +| | addition to | If the | cruise ship | | +| | their Contoso | customer | package. All | | +| | Cruise Ship | plans to use | other usage in | | +| | package? | their device | IDP/Passport | | +| | | extensively | destinations is | | +| | | in ports of | rated by | | +| | | call, it may | IDP/Passport if | | +| | | be | added, | | +| | | beneficial | otherwise will | | +| | | to add IDP | rate as pay- | | +| | | or Contoso | per-use. See | | +| | | Passport. | Cruise packages | | +| | | However, if | for additional | | +| | | they only | support. | | +| | | plan to use | Customer has a | | +| | | their device | domestic rate | | +| | | on the ship, | plan that does | | +| | | the Cruise | not include | | +| | | ship package | international | | +| | | may be | roaming. | | +| | | sufficient. | Extras on | | +| | | (Source: | customer's CTN: | | +| | | context) | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: , they | | +| | | | may prefer to | | +| | | | select Contoso | | +| | | | Passport Pro. | | +| | | | Customers are | | +| | | | still able to | | +| | | | change back and | | +| | | | forth between | | +| | | | IDPIDP or IDPBM | | +| | | | on the one hand | | +| | | | and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pros on the | | +| | | | other hand, | | +| | | | depending on | | +| | | | their travel | | +| | | | needs. If a | | +| | | | customer | | +| | | | already has | | +| | | | both an IDP (or | | +| | | | IDPBM) feature | | +| | | | and a Passport | | +| | | | (or Passport | | +| | | | Pro) feature on | | +| | | | a their line as | | +| | | | of 7/15, the | | +| | | | customer should | | +| | | | remove either | | +| | | | the IDP (or | | +| | | | IDPBM) feature | | +| | | | or the Passport | | +| | | | (or Passport | | +| | | | Pro) feature to | | +| | | | avoid incurring | | +| | | | charges from | | +| | | | both features | | +| | | | when they | | +| | | | travel. If | | +| | | | the customer | | +| | | | chooses to have | | +| | | | its Passport or | | +| | | | Passport Pro | | +| | | | feature | | +| | | | removed, | | +| | | | remember to | | +| | | | backdate the | | +| | | | removal to the | | +| | | | original start | | +| | | | date for One- | | +| | | | Time Charge | | +| | | | Passport or to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle for | | +| | | | Recurring | | +| | | | Passport or | | +| | | | Passport Pro. | | +| | | | If the customer | | +| | | | has already | | +| | | | been billed for | | +| | | | both IDP (or | | +| | | | IDPBM) and | | +| | | | Passport (or | | +| | | | Passport Pro), | | +| | | | a credit can be | | +| | | | issued for the | | +| | | | feature being | | +| | | | removed, | | +| | | | following your | | +| | | | channel | | +| | | | policies. | | +| | | | International | | +| | | | Roaming Offer | | +| | | | Matrix | | +| | | | Destination | | +| | | | Lead Offer | | +| | | | Fall Back Offer | | +| | | | Other Options | | +| | | | Mexico & Canada | | +| | | | Contoso Business | | +| | | | Unlimited Plans | | +| | | | (Elite, | | +| | | | Performance, | | +| | | | Starter, Web- | | +| | | | Only) Take | | +| | | | the U.S. plan | | +| | | | to Mexico and | | +| | | | Canada at no | | +| | | | additional | | +| | | | cost. IDP* or | | +| | | | IDPBM** Use | | +| | | | the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | Rest of World | | +| | | | IDP* or IDPBM** | | +| | | | Use the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | N/A Effective | | +| | | | 7/15/20, IDP's | | +| | | | roam zone | | +| | | | increased to | | +| | | | 210+ countries | | +| | | | and matches | | +| | | | IDPBM, Passport | | +| | | | and Passport | | +| | | | Pro. Customers | | +| | | | adding packages | | +| | | | beginning on | | +| | | | that date are | | +| | | | restricted from | | +| | | | having both an | | +| | | | IDP or IDPBM | | +| | | | package AND a | | +| | | | Passport or | | +| | | | Passport Pro | | +| | | | package. | | +| | | | Customers who | | +| | | | have both | | +| | | | before 7/15/20 | | +| | | | are expected to | | +| | | | decide which | | +| | | | package they | | +| | | | want to keep | | +| | | | (in order to | | +| | | | avoid being | | +| | | | charged under | | +| | | | both). ** | | +| | | | IDPBM is only | | +| | | | available for | | +| | | | CRU lines on | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plans and | | +| | | | should always | | +| | | | be the choice | | +| | | | for customers | | +| | | | with such | | +| | | | plans. Mexico | | +| | | | Domestic rate | | +| | | | plans that | | +| | | | include travel | | +| | | | in Mexico with | | +| | | | no roaming | | +| | | | charges take | | +| | | | priority over | | +| | | | IDPIDP and | | +| | | | IDPBM for usage | | +| | | | in Mexico, so | | +| | | | no daily fee is | | +| | | | charged while | | +| | | | in Mexico. | | +| | | | Mexico roaming | | +| | | | bonus is not | | +| | | | compatible with | | +| | | | IDPIDP or | | +| | | | IDPBM. | | +| | | | Starting in | | +| | | | mid-October | | +| | | | 2022 & ending | | +| | | | November 1, | | +| | | | 2022, IDP | | +| | | | customers in | | +| | | | Lebanon will be | | +| | | | notified via | | +| | | | text that | | +| | | | Lebanon will no | | +| | | | longer be | | +| | | | included in IDP | | +| | | | and data | | +| | | | service will no | | +| | | | longer be | | +| | | | available in | | +| | | | Lebanon as of | | +| | | | November 1st. | | +| | | | Starting | | +| | | | November 1, | | +| | | | Pay-Per-Use | | +| | | | rates | | +| | | | (hyperlink to | | +| | | | PPU CCKM | | +| | | | article) for | | +| | | | voice and | | +| | | | messaging will | | +| | | | apply in | | +| | | | Lebanon.  Data | | +| | | | usage will not | | +| | | | be available. | | +| | | | Eligible Airlin | | +| | | | es/flights: Vis | | +| | | | it https://www. | | +| | | | aeromobile.net/ | | +| | | | airlines/ | | +| | | | Provisioning | | +| | | | Contoso will not | | +| | | | automatically | | +| | | | enroll most | | +| | | | customers in | | +| | | | IDP when on an | | +| | | | eligible | | +| | | | AeroMobile | | +| | | | enabled | | +| | | | international | | +| | | | flight, the | | +| | | | customer should | | +| | | | add it prior to | | +| | | | takeoff Cost | | +| | | | (same as IDP | | +| | | | destinations) | | +| | | | IDP - $10 a day | | +| | | | for each line | | +| | | | on the account  | | +| | | | IDPM - $10 a | | +| | | | day for at | | +| | | | least 1 line on | | +| | | | the account; $5 | | +| | | | a day for up to | | +| | | | 4 other lines | | +| | | | on the account | | +| | | | when charged a | | +| | | | daily fee on | | +| | | | the same | | +| | | | calendar date.  | | +| | | | If the customer | | +| | | | lands in an | | +| | | | included IDP | | +| | | | destination, | | +| | | | the 24-hour | | +| | | | usage period | | +| | | | continues, and | | +| | | | no additional | | +| | | | daily fees are | | +| | | | charged until | | +| | | | the 24-hour | | +| | | | usage period is | | +| | | | over. Find out | | +| | | | more on How it | | +| | | | Works Selling | | +| | | | Tips ✓ Simple | | +| | | | - One-time | | +| | | | enrollment | | +| | | | process with no | | +| | | | monthly charge. | | +| | | | Pay a daily fee | | +| | | | instead. ✓ | | +| | | | Flexible - | | +| | | | Daily fee per | | +| | | | device is only | | +| | | | charged when | | +| | | | there is usage | | +| | | | in an included | | +| | | | country. ✓ | | +| | | | Domestic Data, | | +| | | | Talk & Text - | | +| | | | Customers use | | +| | | | their domestic | | +| | | | data plan | | +| | | | internationally | | +| | | | without paying | | +| | | | additional data | | +| | | | roaming fees. | | +| | | | (Non-unlimited | | +| | | | plans may | | +| | | | result in | | +| | | | domestic | | +| | | | overage | | +| | | | charges.) ✓ | | +| | | | Comprehensive - | | +| | | | Customers can | | +| | | | relax, we've | | +| | | | got them | | +| | | | covered! IDP | | +| | | | and IDPBM are | | +| | | | now available | | +| | | | in over 210 | | +| | | | countries. Set | | +| | | | Expectations | | +| | | | IDPBM rate plan | | +| | | | requirements: | | +| | | | Source: | | +| | | | Content: | | +| | | | Staying | | +| | | | Connected while | | +| | | | abroad is | | +| | | | simpler than | | +| | | | ever! Eligible | | +| | | | Business and | | +| | | | Government | | +| | | | customers now | | +| | | | have 2 daily | | +| | | | fee roaming | | +| | | | packages to | | +| | | | choose from - | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business (IDP) | | +| | | | or | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business – | | +| | | | Multiline | | +| | | | (IDPBM)! Heads | | +| | | | up: For | | +| | | | FirstNet | | +| | | | accounts see | | +| | | | FirstNet | | +| | | | International | | +| | | | Roaming | | +| | | | Packages. | | +| | | | Eligibility | | | +| | | | Coverage | | | +| | | | Additional | | +| | | | Offer Details | | | +| | | | Comparison | | +| | | | Chart | | | +| | | | Selling Tips | | | +| | | | Expectations | | | +| | | | FAQ What's New | | +| | | | Effective | | +| | | | November 1, | | +| | | | 2022: Lebanon | | +| | | | is no longer | | +| | | | included in IDP | | +| | | | and cellular | | +| | | | data service is | | +| | | | no longer | | +| | | | available | | +| | | | there.  Voice | | +| | | | and texting | | +| | | | will be | | +| | | | available at | | +| | | | Pay-Per-Use | | +| | | | rates only. | | +| | | | Select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights will be | | +| | | | included in IDP | | +| | | | Beginning July | | +| | | | 20, 2022, we | | +| | | | will begin to | | +| | | | auto-provision | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for CRU | | +| | | | customers | | +| | | | roaming with a | | +| | | | tablet/Mi- | | +| | | | Fi/connected | | +| | | | laptop when: | | +| | | | The device has | | +| | | | no | | +| | | | international | | +| | | | roaming feature | | +| | | | and Has used | | +| | | | 5MB+ of | | +| | | | international | | +| | | | roaming data at | | +| | | | pay-per-use | | +| | | | rates. The | | +| | | | AOP/Day to Day | | +| | | | will receive an | | +| | | | email giving | | +| | | | the customer | | +| | | | the option to | | +| | | | keep the | | +| | | | feature or to | | +| | | | opt out.On | | +| | | | August 18, | | +| | | | 2021, we began | | +| | | | to auto- | | +| | | | provision IDP | | +| | | | for CRU | | +| | | | customers that | | +| | | | were: | | +| | | | Traveling | | +| | | | internationally | | +| | | | with a | | +| | | | smartphone | | +| | | | without an | | +| | | | international | | +| | | | roaming feature | | +| | | | and Have used | | +| | | | 5MB+ of | | +| | | | international | | +| | | | roaming data at | | +| | | | pay-per-use | | +| | | | rates. The | | +| | | | customers | | +| | | | receive an SMS | | +| | | | message and the | | +| | | | AOP/Day to Day | | +| | | | receives an | | +| | | | email giving | | +| | | | them the option | | +| | | | to keep the | | +| | | | feature or to | | +| | | | opt out.Note: | | +| | | | The following | | +| | | | are excluded | | +| | | | from auto- | | +| | | | provisioning: | | +| | | | CRU and | | +| | | | FirstNet Agency | | +| | | | Paid accounts | | +| | | | that FAN has a | | +| | | | restriction | | +| | | | from Reply to | | +| | | | Buy is set to | | +| | | | "Not Allowed" | | +| | | | in ROME | | +| | | | Government | | +| | | | contract | | +| | | | agreement types | | +| | | | in ROME:  CFSS | | +| | | | PA, GSA1, GSA3, | | +| | | | GOV PA, WSCA, | | +| | | | GSA, GSA2, GOV, | | +| | | | or CFSS | | +| | | | Important note: | | +| | | | Even with the | | +| | | | auto-provision | | +| | | | functionality | | +| | | | it is still | | +| | | | recommended | | +| | | | that business | | +| | | | customers | | +| | | | select their | | +| | | | own | | +| | | | international | | +| | | | roaming offer | | +| | | | (IDPB or | | +| | | | Business | | +| | | | Passport) | | +| | | | before | | +| | | | traveling | | +| | | | abroad.  Auto- | | +| | | | provision | | +| | | | solution is not | | +| | | | 100% | | +| | | | guaranteed. | | +| | | | ​​​​​​​ | | +| | | | Subscriber | | +| | | | Category | | +| | | | Device SOC | | +| | | | Auto- | | +| | | | Provisioned | | +| | | | after 5MB of | | +| | | | PPU use abroad | | +| | | | OPT-OUT via SMS | | +| | | | (short-code) | | +| | | | Email | | +| | | | notification | | +| | | | with option to | | +| | | | OPT-OUT OPT | | +| | | | OUT SOC CRU | | +| | | | Phone ZIRRLHDF | | +| | | | SMS | | +| | | | confirmation | | +| | | | Only Yes-Day | | +| | | | to Day Contact | | +| | | | IRCRNOAUT CRU | | +| | | | Tablet/MiFi/Lap | | +| | | | top ZIRRLHDF | | +| | | | n/a Yes- Day | | +| | | | to Day Contact | | +| | | | IRCRNOAUT | | +| | | | Here's What's | | +| | | | Included | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business (IDP) | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business – | | +| | | | Multiline | | +| | | | (IDPBM) $10 | | +| | | | daily fee for | | +| | | | each 24-hour | | +| | | | period. Fee | | +| | | | applies to each | | +| | | | line on the | | +| | | | billing account | | +| | | | that uses IDP. | | +| | | | Available with | | +| | | | any domestic | | +| | | | plan. Daily | | +| | | | fee for each | | +| | | | 24-hour period: | | +| | | | 1 line: $10 | | +| | | | 2-5 lines: 1 | | +| | | | line @ $10 1-4 | | +| | | | lines @ $5 each | | +| | | | 6 or more | | +| | | | lines: 4 | | +| | | | lines @ $5 each | | +| | | | 2 or more lines | | +| | | | @ 10 each | | +| | | | Fee applies to | | +| | | | each line on | | +| | | | the billing | | +| | | | account that | | +| | | | uses IDPBM. | | +| | | | Requires a | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan. One Low | | +| | | | Fee Per Day | | +| | | | Pay a daily fee | | +| | | | for each | | +| | | | 24-hour period | | +| | | | that the | | +| | | | customer talks, | | +| | | | texts, or uses | | +| | | | data within an | | +| | | | included | | +| | | | country. Text | | +| | | | messages | | +| | | | received are | | +| | | | rated as | | +| | | | domestic and do | | +| | | | not trigger a | | +| | | | daily fee. | | +| | | | Data Access | | +| | | | Data is drawn | | +| | | | from eligible | | +| | | | plan with same | | +| | | | data and speed | | +| | | | restrictions. | | +| | | | If domestic | | +| | | | plan includes | | +| | | | Video | | +| | | | Management, it | | +| | | | applies to the | | +| | | | international | | +| | | | package or | | +| | | | feature. If | | +| | | | IDP customer | | +| | | | exceeds the | | +| | | | amount of data | | +| | | | in the domestic | | +| | | | plan, overage | | +| | | | charges or data | | +| | | | speed reduction | | +| | | | up to 128Kbps | | +| | | | applies per | | +| | | | domestic plan.* | | +| | | | For Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan only: | | +| | | | After 50GB, | | +| | | | Contoso may | | +| | | | temporarily | | +| | | | slow data | | +| | | | speeds if the | | +| | | | network is | | +| | | | busy.* *If | | +| | | | data speed is | | +| | | | slowed, all | | +| | | | data use, | | +| | | | including audio | | +| | | | and video | | +| | | | streaming, | | +| | | | picture and | | +| | | | video | | +| | | | messaging, and | | +| | | | other types of | | +| | | | data may not | | +| | | | work. | | +| | | | Unlimited Calls | | +| | | | to the U.S. | | +| | | | Includes | | +| | | | cellular calls | | +| | | | from ID Source: | | +| | | | Content: set | | +| | | | those | | +| | | | expectations | | +| | | | with your | | +| | | | customers! | | +| | | | First, check to | | +| | | | see if the | | +| | | | customer’s | | +| | | | airline/flight | | +| | | | is eligible | | +| | | | here https://ww | | +| | | | w.aeromobile.ne | | +| | | | t/airlines/ | | +| | | | Second, if the | | +| | | | airline/flight | | +| | | | is eligible, | | +| | | | add | | +| | | | International | | +| | | | Day Pass to the | | +| | | | customer’s line | | +| | | | today.  If they | | +| | | | are on an | | +| | | | included | | +| | | | flight, then | | +| | | | IDP will work | | +| | | | once the | | +| | | | AeroMobile | | +| | | | cellular | | +| | | | network is | | +| | | | available, the | | +| | | | customer | | +| | | | registers on | | +| | | | the network and | | +| | | | receives a text | | +| | | | message from | | +| | | | Contoso that IDP | | +| | | | applies on | | +| | | | their flight. | | +| | | | Unlike a land | | +| | | | destination, | | +| | | | Contoso will NOT | | +| | | | automatically | | +| | | | enroll most | | +| | | | customers in | | +| | | | IDP when on an | | +| | | | eligible | | +| | | | AeroMobile | | +| | | | enabled | | +| | | | international | | +| | | | flight, the | | +| | | | customer should | | +| | | | add it prior to | | +| | | | takeoff.  Let’s | | +| | | | review how IDP | | +| | | | (and Passport) | | +| | | | works on | | +| | | | AeroMobile | | +| | | | enabled | | +| | | | international | | +| | | | flights. | | +| | | | Starting | | +| | | | Service on an | | +| | | | eligible | | +| | | | AeroMobile | | +| | | | airline/flight: | | +| | | | Per FAA | | +| | | | guidelines, | | +| | | | devices must be | | +| | | | powered off | | +| | | | until the | | +| | | | airline crew | | +| | | | advises them | | +| | | | it’s OK to | | +| | | | power on their | | +| | | | devices IDP | | +| | | | and Passport | | +| | | | Customers will | | +| | | | have access to | | +| | | | the AeroMobile | | +| | | | network when | | +| | | | the airplane | | +| | | | reaches 20,000 | | +| | | | ft cruising | | +| | | | altitude and is | | +| | | | 200 miles | | +| | | | outside of | | +| | | | domestic | | +| | | | airspace.   To | | +| | | | register on the | | +| | | | AeroMobile in- | | +| | | | flight mobile | | +| | | | network: | | +| | | | After the | | +| | | | airline crew | | +| | | | advises that | | +| | | | passengers may | | +| | | | use cellular | | +| | | | devices,  | | +| | | | Customers must | | +| | | | have their | | +| | | | device powered | | +| | | | ON  Airplane | | +| | | | mode must be | | +| | | | turned OFF Wi- | | +| | | | Fi must be | | +| | | | turned OFF  | | +| | | | Cellular Data | | +| | | | and Data | | +| | | | Roaming must be | | +| | | | turned ON | | +| | | | Within 20 | | +| | | | seconds of | | +| | | | registration, | | +| | | | customers will | | +| | | | receive a | | +| | | | welcome message | | +| | | | from AeroMobile | | +| | | | (per FAA | | +| | | | aviation | | +| | | | regulations) | | +| | | | informing them | | +| | | | that they are | | +| | | | accessing in- | | +| | | | flight phone | | +| | | | services. | | +| | | | Shortly after | | +| | | | the AeroMobile | | +| | | | welcome | | +| | | | message, | | +| | | | customers will | | +| | | | receive the | | +| | | | Contoso message | | +| | | | indicating that | | +| | | | usage is | | +| | | | included in | | +| | | | their IDP or | | +| | | | Passport plan. | | +| | | | NOTE: | | +| | | |  Customers DO | | +| | | | NOT need to | | +| | | | connect to the | | +| | | | airline’s in- | | +| | | | flight Wi-Fi | | +| | | | network to use | | +| | | | AeroMobile’s | | +| | | | in-flight | | +| | | | cellular | | +| | | | network. Using | | +| | | | in-flight Wi-Fi | | +| | | | is the | | +| | | | customer’s | | +| | | | decision and | | +| | | | will result in | | +| | | | additional | | +| | | | costs to select | | +| | | | the airline’s | | +| | | | Wi-Fi network. | | +| | | | Customers | | +| | | | should turn off | | +| | | | Wi-Fi on their | | +| | | | device to use | | +| | | | the in-flight | | +| | | | cellular | | +| | | | network. | | +| | | | Customers who | | +| | | | did NOT add IDP | | +| | | | or Passport | | +| | | | will NOT get | | +| | | | prompted to add | | +| | | | IDP. There | | +| | | | should be no | | +| | | | PPU cellular | | +| | | | service | | +| | | | available. | | +| | | | Ending Service: | | +| | | | AeroMobile in- | | +| | | | flight network | | +| | | | turns off for | | +| | | | new connections | | +| | | | upon descending | | +| | | | to 20,000 ft. | | +| | | | Customers who | | +| | | | are already | | +| | | | connected to | | +| | | | the AeroMobile | | +| | | | in-flight | | +| | | | cellular | | +| | | | network will be | | +| | | | disconnected at | | +| | | | 16,400 ft.  | | +| | | | Connected | | +| | | | customers will | | +| | | | get a warning | | +| | | | that service | | +| | | | will be turned | | +| | | | off. The | | +| | | | AeroMobile in- | | +| | | | flight cellular | | +| | | | network is | | +| | | | powered off | | +| | | | after the | | +| | | | 16,400 ft cut | | +| | | | off and is not | | +| | | | active again | | +| | | | until the next | | +| | | | flight when the | | +| | | | plane reaches | | +| | | | 20,000 ft | | +| | | | cruising | | +| | | | altitude again. | | +| | | | FAQ When does | | +| | | | the 24-hour | | +| | | | access to the | | +| | | | domestic plan | | +| | | | begin and end? | | +| | | | Following | | +| | | | enrollment, | | +| | | | while in an | | +| | | | IDPIDP or IDPBM | | +| | | | country, the | | +| | | | 24-hour access | | +| | | | begins the | | +| | | | first time | | +| | | | customers use | | +| | | | their device | | +| | | | (this includes | | +| | | | background data | | +| | | | usage), and | | +| | | | ends 24 hours | | +| | | | later. It is | | +| | | | not limited to | | +| | | | a calendar day. | | +| | | | Are customers | | +| | | | notified when | | +| | | | the daily fee | | +| | | | is incurred or | | +| | | | the 24-hour | | +| | | | period begins | | +| | | | or ends? No. | | +| | | | Since daily | | +| | | | charges are not | | +| | | | calculated | | +| | | | until the end | | +| | | | of the billing | | +| | | | period, it is | | +| | | | not possible | | +| | | | for Contoso to | | +| | | | inform them | | +| | | | when the fee is | | +| | | | incurred, nor | | +| | | | when the | | +| | | | 24-hour period | | +| | | | begins or ends. | | +| | | | The daily fees | | +| | | | are not | | +| | | | available to be | | +| | | | displayed as | | +| | | | pending | | +| | | | charges.What is | | +| | | | the maximum | | +| | | | amount of time | | +| | | | a customer can | | +| | | | travel | | +| | | | internationally | | +| | | | and use | | +| | | | IDP?Customers | | +| | | | can travel | | +| | | | every month and | | +| | | | use IDP. The | | +| | | | key word is | | +| | | | "travel". | | +| | | | International | | +| | | | Day Pass is a | | +| | | | travel product | | +| | | | and not a | | +| | | | permanent out | | +| | | | of country cell | | +| | | | phone plan. A | | +| | | | customer who is | | +| | | | permanently out | | +| | | | of the country | | +| | | | should obtain | | +| | | | service from a | | +| | | | local in- | | +| | | | country | | +| | | | provider. When | | +| | | | is ILD charged | | +| | | | in an IDP/IDPBM | | +| | | | country? | | +| | | | Calling From | | +| | | | Calling To U.S | | +| | | | IDP Country | | +| | | | Non-IDP Country | | +| | | | IDP Country | | +| | | | Included in | | +| | | | home plan | | +| | | | minutes | | +| | | | Included in | | +| | | | home plan | | +| | | | minutes | | +| | | | Charged based | | +| | | | on subscriber's | | +| | | | features. Non- | | +| | | | IDP Country | | +| | | | Charged based | | +| | | | on subscriber's | | +| | | | features Some | | +| | | | existing | | +| | | | International | | +| | | | services/SOCs | | +| | | | will not be | | +| | | | compatible with | | +| | | | IDP and IDPBM; | | +| | | | what is the | | +| | | | latest list? | | +| | | | Non-Compatible | | +| | | | SOC List What | | +| | | | Notifications | | +| | | | does the | | +| | | | customer | | +| | | | receive? Reply | | +| | | | to Buy Message | | +| | | | Flow for IDP | | +| | | | Description | | +| | | | Message Day | | +| | | | Pass Landing | | +| | | | Message - | | +| | | | Source: | | +| | | | Content: News & | | +| | | | UpdatesEffectiv | | +| | | | e May 10, 2023: | | +| | | | Passport (OTC | | +| | | | and Recurring) | | +| | | | packages and | | +| | | | Contoso Passport | | +| | | | Pro were | | +| | | | grandfathered | | +| | | | for | | +| | | | Business/CRU | | +| | | | subscribers.  | | +| | | | Recurring Passp | | +| | | | ort/Passport | | +| | | | Pro subscribers | | +| | | | can keep their | | +| | | | package until | | +| | | | they expire it. | | +| | | | New Contoso | | +| | | | Business | | +| | | | Passport (22GB) | | +| | | | offer launched | | +| | | | to market. | | +| | | |  Details can be | | +| | | | found in Contoso | | +| | | | Business | | +| | | | Passport - | | +| | | | BCSS. | | +| | | | Effective | | +| | | | November 1, | | +| | | | 2022: Lebanon | | +| | | | is no longer | | +| | | | included in IDP | | +| | | | or Passport/Pas | | +| | | | sport Pro and | | +| | | | cellular data | | +| | | | service is no | | +| | | | longer | | +| | | | available | | +| | | | there.  Voice | | +| | | | and texting | | +| | | | will be | | +| | | | available at | | +| | | | Pay-Per-Use | | +| | | | rates only. | | +| | | | Select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights will be | | +| | | | included in IDP | | +| | | | and Passport/Pa | | +| | | | ssport Pro | | +| | | | Travel with | | +| | | | peace of | | +| | | | mindShare your | | +| | | | travel | | +| | | | adventures with | | +| | | | unlimited | | +| | | | texts.Pay for | | +| | | | one month or | | +| | | | set up | | +| | | | recurring | | +| | | | charges for | | +| | | | extended | | +| | | | trips.Stay | | +| | | | connected in | | +| | | | over 210 | | +| | | | countries. | | +| | | | Note: See | | +| | | | Feature and | | +| | | | Plans | | +| | | | Compatibility | | +| | | | List for | | +| | | | important | | +| | | | billing and | | +| | | | plan | | +| | | | comparisons. | | +| | | | Pick your plan | | +| | | | Contoso Passport | | +| | | | 2GB (CRU only) | | +| | | |   Contoso | | +| | | | Passport 6GB | | +| | | | (CRU only) | | +| | | |   Contoso | | +| | | | Passport Pro | | +| | | | 10GB   | | +| | | | $70 mo./per | | +| | | | device   $140 | | +| | | | mo./per device | | +| | | |   $200 mo./per | | +| | | | device | | +| | | | One-time charge | | +| | | | or recurring.Ov | | +| | | | erage: $30/GB | | +| | | | One-time | | +| | | | charge or recur | | +| | | | ring.Overage: | | +| | | | $30/GB   | | +| | | | Recurring | | +| | | | only.No | | +| | | | Overage.Data | | +| | | | speed slows to | | +| | | | max of 256Kbps | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD70Recurrin | | +| | | | g: IRRPAD70 | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD140Recurri | | +| | | | ng: IRRPAD140 | | +| | | | Includes 250 | | +| | | | minutesOverage: | | +| | | | $0.45 per | | +| | | | minute Contoso | | +| | | | International | | +| | | | Calling include | | +| | | | dSOCsOTC: | | +| | | | N/ARecurring: | | +| | | | IRPPRO200 | | +| | | | See details. | | +| | | | See details. | | +| | | | See details. | | +| | | | Up to 30 days: | | +| | | | Plans auto- | | +| | | | expire 30 days | | +| | | | after the | | +| | | | effective | | +| | | | date.30+ days: | | +| | | | Monthly | | +| | | | recurring plans | | +| | | | for smartphone/ | | +| | | | feature phone | | +| | | | devices & data | | +| | | | only devices | | +| | | | require the | | +| | | | customer to | | +| | | | retain the plan | | +| | | | for a minimum | | +| | | | of 2 months. (1 | | +| | | | month for Contoso | | +| | | | Passport Pro). | | +| | | |   Plans Prior | | +| | | | to October 16, | | +| | | | 2019 Make the | | +| | | | most of your | | +| | | | travels Turn | | +| | | | off your | | +| | | | messaging apps, | | +| | | | disable | | +| | | | automatic | | +| | | | updates and | | +| | | | background | | +| | | | refreshes to | | +| | | | make your data | | +| | | | go further. | | +| | | | Keep track of | | +| | | | your data | | +| | | | usage: iOS | | +| | | | device: | | +| | | | Go to Settings | | +| | | | > Cellular. | | +| | | | Scroll to the | | +| | | | bottom and tap | | +| | | | Reset | | +| | | | Statistics. | | +| | | | Android device: | | +| | | | Usage is | | +| | | | tracked by bill | | +| | | | cycle. Make a | | +| | | | note of how | | +| | | | much data has | | +| | | | been used when | | +| | | | you arrive. You | | +| | | | can also search | | +| | | | for a data | | +| | | | usage app on | | +| | | | Google Play. | | +| | | | With Wi-Fi | | +| | | | Calling, you | | +| | | | can call back | | +| | | | to the U.S. at | | +| | | | no additional | | +| | | | charge. If | | +| | | | you have Contoso | | +| | | | Passport, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | country you're | | +| | | | in, are billed | | +| | | | at the low | | +| | | | Passport per- | | +| | | | minute rate. | | +| | | | If you have | | +| | | | Contoso Passport | | +| | | | Pro, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | one you're in, | | +| | | | are included in | | +| | | | your package | | +| | | | minutes. | | +| | | | For more | | +| | | | information, | | +| | | | read the Contoso | | +| | | | Passport travel | | +| | | | tips. The | | +| | | | Rules! | | +| | | | Customer has | | +| | | | less than 90 | | +| | | | days tenure? | | +| | | | BCSS - transfer | | +| | | | to Fraud | | +| | | | following | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | (available to | | +| | | | BCSS, Mobility | | +| | | | - CLG, CS - ATS | | +| | | | /PAC/Prepaid/MS | | +| | | | &S, VSE, Fraud, | | +| | | | and NSP - | | +| | | | External) Do | | +| | | | not add plans | | +| | | | during the | | +| | | | processing of | | +| | | | BAN-to-BAN | | +| | | | moves, CTN | | +| | | | change, cancel | | +| | | | or suspension. | | +| | | | Duplicate | | +| | | | charges bill if | | +| | | | you do. Remove | | +| | | | the | | +| | | | International | | +| | | | Roaming Block | | +| | | | (NIRM) feature | | +| | | | before adding | | +| | | | the plan: | | +| | | | The customer | | +| | | | may contact | | +| | | | Contoso to re-add | | +| | | | it when they | | +| | | | return from | | +| | | | their travels. | | +| | | | Only one at a | | +| | | | time! Just one | | +| | | | plan can be | | +| | | | active on a CTN | | +| | | | at a time: | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 86 | Was there a | I don't | Content: N: | 1 | +| | Modification | know. Can | Customer has | | +| | to Unlimited | you provide | usage on/in: | | +| | Domestic and | more context | How the | | +| | Internationa | or | customer's | | +| | l Plans on | information | usage rated: | | +| | cruise | about the | Cruise package | | +| | ships? | specific | Cruise ship | | +| | | plan you are | Mexico Canada | | +| | | referring | A Caribbean | | +| | | to? | Island | | +| | | | Mexico and | | +| | | | Canada rated by | | +| | | | the domestic | | +| | | | rate plan. | | +| | | | Only Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. All | | +| | | | other usage in | | +| | | | IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. See | | +| | | | Cruise packages | | +| | | | for additional | | +| | | | support. | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: 't | | +| | | | cover the | | +| | | | customer's | | +| | | | cruise? If | | +| | | | your Cruise | | +| | | | doesn't qualify | | +| | | | for a Cruise | | +| | | | package No | | +| | | | problem! Your | | +| | | | device | | +| | | | may still work, | | +| | | | but your usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates. Talk | | +| | | | for $3.00 | | +| | | | Text: | | +| | | | $0.50/message, | | +| | | | $1.30/picture | | +| | | | or video | | +| | | | message Data: | | +| | | | $2.05/MB | | +| | | | ($.002/KB)** | | +| | | | Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and | | +| | | | video messages | | +| | | | received.**Usag | | +| | | | e is calculated | | +| | | | in full | | +| | | | kilobyte | | +| | | | increments | | +| | | | ($0.002/KB) and | | +| | | | rounded up to | | +| | | | the next full- | | +| | | | kilobyte | | +| | | | increment. | | +| | | | Details | | +| | | | Eligibility | | +| | | | Requirements & | | +| | | | Restrictions ✔ | | +| | | | Must meet | | +| | | | international | | +| | | | eligibility | | +| | | | requirements. | | +| | | | ✔ Available to | | +| | | | Consumer/IRU/CR | | +| | | | U, FirstNet and | | +| | | | Contoso Signature | | +| | | | Program (SIG) | | +| | | | customers. ✔ | | +| | | | Work with any | | +| | | | domestic rate | | +| | | | plan. ✔ | | +| | | | Required per | | +| | | | CTN. ✔ | | +| | | | Available | | +| | | | for smartphone | | +| | | | and for tablets | | +| | | |  (wearables and | | +| | | | connected car | | +| | | | are excluded). | | +| | | | ✔ Private | | +| | | | yachts, river | | +| | | | cruises, and | | +| | | | ferries do not | | +| | | | qualify for | | +| | | | Cruise OTC | | +| | | | packages. ✔ | | +| | | | Usage is | | +| | | | discounted by | | +| | | | package on over | | +| | | | 175 cruise | | +| | | | ships. ✔ Usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates on other | | +| | | | cruise ships. | | +| | | | Selling Tips | | +| | | | Help Consumer | | +| | | | customers | | +| | | | purchase a | | +| | | | package1 in 3 | | +| | | | different ways: | | +| | | | Direct the | | +| | | | customer to | | +| | | | their myContoso | | +| | | | account and | | +| | | | follow the | | +| | | | international | | +| | | | guided flow. | | +| | | | Business | | +| | | | customers can | | +| | | | purchase a | | +| | | | package by | | +| | | | calling | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS). | | +| | | | Suggest adding | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business or | | +| | | | Contoso Business | | +| | | | Passport to | | +| | | | cover usage on | | +| | | | land or in | | +| | | | port. | | +| | | | 1Packages are | | +| | | | not available | | +| | | | for | | +| | | | provisioning | | +| | | | via OPUS, | | +| | | | Premier, or the | | +| | | | IVR.2The myContoso | | +| | | | international | | +| | | | guided flow is | | +| | | | frequently | | +| | | | updated; | | +| | | | screenshots may | | +| | | | not always | | +| | | | match the | | +| | | | actual | | +| | | | experience. | | +| | | | Additional Plan | | +| | | | Information | | +| | | | Cruise Packages | | +| | | | Details $60 | | +| | | | Contoso Cruise | | +| | | | Basic $100 | | +| | | | Contoso Cruise | | +| | | | Plus Price | | +| | | | $60 $100 | | +| | | | Eligible | | +| | | | Devices | | +| | | | Smartphones | | +| | | | only | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Minutes(Calls | | +| | | | made or | | +| | | | received while | | +| | | | international | | +| | | | roaming) | | +| | | | 100Overage: | | +| | | | $1/minute | | +| | | | Unlimited | | +| | | | Messages sent | | +| | | | (text, picture, | | +| | | | or video) while | | +| | | | international | | +| | | | roaming | | +| | | | (Domestic rates | | +| | | | apply to | | +| | | | messages | | +| | | | received) | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Cellular Data | | +| | | | (International | | +| | | | roaming) | | +| | | | 100MBOverage: | | +| | | | $10 per 100MB | | +| | | | 1GBOverage: $10 | | +| | | | per 100MB CRU | | +| | | | SOC IRCSPVMD | | +| | | | IRCSP1GB | | +| | | | FirstNet SOC | | +| | | | (Black SIM) | | +| | | | FNCSPVMD | | +| | | | FNCSP1GB | | +| | | | FirstNet Contoso | | +| | | | SOC(Orange SIM) | | +| | | | IRCSPVMD | | +| | | | IRCSP1GB Other | | +| | | | Details The | | +| | | | customer's | | +| | | | device is | | +| | | | registered on | | +| | | | the ship's | | +| | | | cellular | | +| | | | network when | | +| | | | Cellular at | | +| | | | Sea, 901-18 or | | +| | | | NOR-18 displays | | +| | | | on the device | | +| | | | in the upper- | | +| | | | left side of | | +| | | | the device's | | +| | | | screen. The | | +| | | | customer's | | +| | | | device switches | | +| | | | and registers | | +| | | | on a cellular | | +| | | | network from a | | +| | | | provider in the | | +| | | | country as the | | +| | | | ship approaches | | +| | | | land. When | | +| | | | ships are | | +| | | | docked or | | +| | | | tendered at a | | +| | | | U.S. port, | | +| | | | including | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands, and | | +| | | | the customer is | | +| | | | connected to a | | +| | | | land-based | | +| | | | cellular | | +| | | | carrier, usage | | +| | | | onboard the | | +| | | | ship is billed | | +| | | | at domestic | | +| | | | rates. The OTC | | +| | | | charge: | | +| | | | Bills only once | | +| | | | on the | | +| | | | package's | | +| | | | effective date, | | +| | | | even if the | | +| | | | package crosses | | +| | | | a bill cycle. | | +| | | | Does not pro- | | +| | | | rate. Will | | +| | | | bill once its | | +| | | | effective date | | +| | | | has passed. | | +| | | | Will not bill | | +| | | | if the package | | +| | | | is expired | | +| | | | before or on | | +| | | | its effective | | +| | | | date. Cruise | | +| | | | ships are not | | +| | | | included in | | +| | | | Contoso Business | | +| | | | Passport or | | +| | | | International | | +| | | | Day Pass for Bu | | +| | | | siness packages | | +| | | | . Billing | | +| | | | Priorities | | +| | | | International | | +| | | | usage is rated | | +| | | | in this billing | | +| | | | priority: 1st | | +| | | | - Domestic Rate | | +| | | | Plan, if it | | +| | | | includes | | +| | | | roaming | | +| | | | coverage in | | +| | | | international | | +| | | | countries | | +| | | | (example Mexico | | +| | | | and/or | | +| | | | Canada)2nd - | | +| | | | International | | +| | | | Day Pass3rd - | | +| | | | Passport4th - | | +| | | | Contoso Cruise | | +| | | | Ship Package5th | | +| | | | - Pay per use | | +| | | | Examples of how | | +| | | | rating occurs: | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that | | +| | | | includes Mexico | | +| | | | and Canada. | | +| | | | Extras on | | +| | | | customer's CT | | +| | | | Source: | | +| | | | Content: T | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages. | | +| | | | Review Rates | | +| | | | and Coverage | | +| | | | Only offer | | +| | | | current | | +| | | | available | | +| | | | offers. | | +| | | | External Site | | +| | | | www.att.com/glo | | +| | | | bal 4 | | +| | | | Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso | | +| | | | World: www.att. | | +| | | | com/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Roaming | | +| | | | Refer to How to | | +| | | | Use Your Phone | | +| | | | Outside of the | | +| | | | U.S. - BCSS. | | +| | | | Calls placed or | | +| | | | received from | | +| | | | cruise ships | | +| | | | are not | | +| | | | discounted. | | +| | | | For rates and | | +| | | | details, see | | +| | | | Contoso Cruise | | +| | | | One-Time Charge | | +| | | | (OTC) | | +| | | | Packages.  | | +| | | | Provide the | | +| | | | external number | | +| | | | (+1.314.925.692 | | +| | | | 5) for troubles | | +| | | | hooting.  | | +| | | | This call is | | +| | | | free from the | | +| | | | customer's | | +| | | | wireless phone | | +| | | | while traveling | | +| | | | internationally | | +| | | | .  There is a | | +| | | | charge if the | | +| | | | call is from a | | +| | | | wired phone; | | +| | | | however, Contoso | | +| | | | obtains a | | +| | | | callback number | | +| | | | and calls the | | +| | | | customer back | | +| | | | to minimize | | +| | | | costs to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key.  | | +| | | | For BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | International | | +| | | | Traveling - | | +| | | | Passport or | | +| | | | Global | | +| | | | Messaging | | +| | | | features | | +| | | | Sending - | | +| | | | Messages are | | +| | | | unlimited and | | +| | | | do not draw | | +| | | | from a domestic | | +| | | | messaging plan: | | +| | | | ◦No matter | | +| | | | where you send | | +| | | | it (individual | | +| | | | to individual | | +| | | | only) | | +| | | | Example: While | | +| | | | in Italy, | | +| | | | sending a | | +| | | | message to | | +| | | | someone else in | | +| | | | Italy, or | | +| | | | someone back to | | +| | | | the U.S.  | | +| | | | Receiving - | | +| | | | Domestic | | +| | | | messaging rate | | +| | | | applies to | | +| | | | messages | | +| | | | received: | | +| | | | Messages can | | +| | | | come from any | | +| | | | international | | +| | | | location, or | | +| | | | from the U.S.  | | +| | | | Customers with | | +| | | | an unlimited | | +| | | | messaging | | +| | | | domestic plan, | | +| | | | such as Mobile | | +| | | | Share Advantage | | +| | | | plans, receive | | +| | | | unlimited | | +| | | | messaging while | | +| | | | traveling.  | | +| | | | Voicemail | | +| | | | Voicemail | | +| | | | Charges If | | +| | | | the device is | | +| | | | turned on and | | +| | | | registering on | | +| | | | a foreign | | +| | | | carrier's | | +| | | | GSM/GPRS/UMTS | | +| | | | network, | | +| | | | unanswered | | +| | | | calls that | | +| | | | route to the | | +| | | | Contoso voicemail | | +| | | | system are | | +| | | | charged as an | | +| | | | international | | +| | | | roaming | | +| | | | incoming call | | +| | | | to the device. | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming.  | | +| | | | Visual | | +| | | | Voicemail ( | | +| | | | Source: | | +| | | | Content: | | +| | | |  Airlines and | | +| | | | aircraft are | | +| | | | subject to | | +| | | | change without | | +| | | | notice. | | +| | | | Passengers of | | +| | | | qualifying | | +| | | | airlines are | | +| | | | not guaranteed | | +| | | | to be on a | | +| | | | flight with | | +| | | | mobile | | +| | | | coverage. | | +| | | | Device must be | | +| | | | on, with | | +| | | | Airplane Mode | | +| | | | and Wi-Fi | | +| | | | turned off and | | +| | | | data roaming | | +| | | | and cellular | | +| | | | data turned on, | | +| | | | to use the | | +| | | | AeroMobile | | +| | | | network. | | +| | | | AeroMobile | | +| | | | service is | | +| | | | available only | | +| | | | at greater than | | +| | | | 200 nautical | | +| | | | miles outside | | +| | | | of the U.S. | | +| | | | border and | | +| | | | above 20,000 | | +| | | | feet cruising | | +| | | | altitude. In | | +| | | | the event of | | +| | | | satellite | | +| | | | interruption or | | +| | | | regulatory | | +| | | | constraint, | | +| | | | AeroMobile | | +| | | | services may be | | +| | | | disrupted or | | +| | | | disabled.Data: | | +| | | | Actual data | | +| | | | speeds vary by | | +| | | | device and | | +| | | | location. If | | +| | | | your domestic | | +| | | | plan includes | | +| | | | Video | | +| | | | Management, or | | +| | | | reduces video | | +| | | | streaming | | +| | | | speed, the same | | +| | | | will apply to | | +| | | | your Passport | | +| | | | Pro package. | | +| | | | Data allowance | | +| | | | must be used in | | +| | | | bill period | | +| | | | provided or | | +| | | | will be | | +| | | | forfeited. | | +| | | | Overage and | | +| | | | Data Speeds: | | +| | | | There are no | | +| | | | data overage | | +| | | | charges. | | +| | | | However, if you | | +| | | | use all your | | +| | | | Passport | | +| | | | package data, | | +| | | | all data usage | | +| | | | is slowed to a | | +| | | | max of 256Kbps | | +| | | | for the rest of | | +| | | | the bill cycle. | | +| | | | All data usage | | +| | | | will be | | +| | | | impacted and | | +| | | | may not be | | +| | | | fully functiona | | +| | | | l.Talk: For | | +| | | | phones only. | | +| | | | Minute | | +| | | | allowance must | | +| | | | be used in bill | | +| | | | period provided | | +| | | | or will be | | +| | | | forfeited. | | +| | | | Overage: If you | | +| | | | use all your | | +| | | | Passport Pro | | +| | | | package | | +| | | | minutes, a | | +| | | | $0.45 per | | +| | | | minute charge | | +| | | | applies to all | | +| | | | calls dialed | | +| | | | and accepted in | | +| | | | Passport | | +| | | | Destinations. | | +| | | | Wi-Fi Calling: | | +| | | | With Wi-Fi | | +| | | | Calling, you | | +| | | | can call back | | +| | | | to the U.S. at | | +| | | | no additional | | +| | | | charge. Calls | | +| | | | to other | | +| | | | destinations, | | +| | | | including the | | +| | | | Passport | | +| | | | Destination | | +| | | | you’re in, | | +| | | | deplete your | | +| | | | Passport Pro | | +| | | | calling | | +| | | | allowance and | | +| | | | may be billed | | +| | | | at the Passport | | +| | | | Pro per minute | | +| | | | rate.Unlimited | | +| | | | Text: For | | +| | | | phones only. | | +| | | | Applies only to | | +| | | | Contoso Short | | +| | | | Messaging | | +| | | | Service (SMS) | | +| | | | and Multimedia | | +| | | | Messaging | | +| | | | Service (MMS), | | +| | | | and not to | | +| | | | other messaging | | +| | | | services or | | +| | | | applications | | +| | | | that use data, | | +| | | | such as | | +| | | | iMessage. | | +| | | | Unless you have | | +| | | | a domestic plan | | +| | | | that includes | | +| | | | unlimited text, | | +| | | | messages | | +| | | | received in | | +| | | | Passport | | +| | | | Destinations | | +| | | | are charged at | | +| | | | your domestic | | +| | | | messaging rates | | +| | | | .International | | +| | | | Day Pass®: For | | +| | | | devices with an | | +| | | | active Passport | | +| | | | Pro package and | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for Business or | | +| | | | similar IDP | | +| | | | offer, IDP | | +| | | | charges will | | +| | | | apply in IDP | | +| | | | Destinations | | +| | | | and usage in | | +| | | | IDP | | +| | | | Destinations | | +| | | | will not | | +| | | | diminish the | | +| | | | Passport Pro | | +| | | | data or talk | | +| | | | allowance or | | +| | | | bill Passport | | +| | | | Pro calling | | +| | | | charges. If you | | +| | | | prefer to use | | +| | | | Passport Pro in | | +| | | | an IDP | | +| | | | Destination, | | +| | | | you must remove | | +| | | | IDP.Cruise | | +| | | | Packages: For | | +| | | | devices with an | | +| | | | active Contoso | | +| | | | Passport Pro | | +| | | | and Contoso Cruise | | +| | | | package, cruise | | +| | | | ship cellular | | +| | | | usage is rated | | +| | | | by the Contoso | | +| | | | Cruise package. | | +| | | |  Passport Pro | | +| | | | charges will | | +| | | | apply to land | | +| | | | usage in Contoso | | +| | | | Cruise included | | +| | | | destinations.In | | +| | | | ternational | | +| | | | Roaming Pay- | | +| | | | Per-Use Rates: | | +| | | | Apply when | | +| | | | package is | | +| | | | removed, when | | +| | | | traveling in | | +| | | | destinations | | +| | | | not included in | | +| | | | Passport Pro | | +| | | | and/or when you | | +| | | | have not added | | +| | | | a package. For | | +| | | | international | | +| | | | roaming pay- | | +| | | | per-use rates, | | +| | | | see att.com/int | | +| | | | lppurates.Servi | | +| | | | ce | | +| | | | Restrictions: | | +| | | | International | | +| | | | use aboard | | +| | | | cruise ships | | +| | | | and on airlines | | +| | | | /flights that | | +| | | | are not | | +| | | | AeroMobile- | | +| | | | enabled is not | | +| | | | included. Not | | +| | | | available for | | +| | | | wireless home | | +| | | | phone services, | | +| | | | connected | | +| | | | vehicles, or | | +| | | | connected | | +| | | | devices. | | +| | | | International | | +| | | | roaming pay- | | +| | | | per-use rates | | +| | | | will apply.Contoso | | +| | | | International | | +| | | | Calling (AIC): | | +| | | | For phones | | +| | | | only. | | +| | | | International | | +| | | | Long Distance | | +| | | | (ILD) Calling: | | +| | | | Includes | | +| | | | unlimited | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 85 | | +| | | | countries and | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | countries; | | +| | | | customers with | | +| | | | select domestic | | +| | | | plans that | | +| | | | include plan | | +| | | | use in Canada | | +| | | | and/or Mexico | | +| | | | can also call | | +| | | | from Canada | | +| | | | and/or Mexico. | | +| | | |  If your | | +| | | | domestic | | +| | | | postpaid | | +| | | | wireless plan | | +| | | | does not | | +| | | | include | | +| | | | unlimited talk, | | +| | | | ILD calls count | | +| | | | against the | | +| | | | monthly | | +| | | | allowance of | | +| | | | voice minutes | | +| | | | under your | | +| | | | domestic plan. | | +| | | | If you exceed | | +| | | | your plan’s | | +| | | | monthly | | +| | | | allowance, | | +| | | | overage charges | | +| | | | will apply. | | +| | | | Latin America: | | +| | | | For customers | | +| | | | with Contoso | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or another | | +| | | | domestic plan | | +| | | | that includes | | +| | | | Roam Latin | | +| | | | AmericaSM for | | +| | | | Business, calls | | +| | | | between | | +| | | | included Latin | | +| | | | American | | +| | | | countries (see | | +| | | | att.com/latamco | | +| | | | untries) and | | +| | | | from included | | +| | | | Latin American | | +| | | | countries to | | +| | | | the U.S. and | | +| | | | any | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for Business | | +| | | | included | | +| | | | destinations | | +| | | | are rated by | | +| | | | Roam Latin | | +| | | | America for | | +| | | | Business.  AIC | | +| | | | discounted | | +| | | | calling will | | +| | | | apply only to | | +| | | | ILD calls from | | +| | | | included Latin | | +| | | | American | | +| | | | countries to | | +| | | | over 10 non-IDP | | +| | | | destinations. | | +| | | |  AIC Countries: | | +| | | | For details on | | +| | | | AIC countries | | +| | | | and rates, go | | +| | | | to att.com/intl | | +| | | | calling (see | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | countries). | | +| | | | Calling to some | | +| | | | countries may | | +| | | | not be | | +| | | | available. | | +| | | | Calls to | | +| | | | special | | +| | | | services, such | | +| | | | as Premium | | +| | | | Rated Services, | | +| | | | may cost more. | | +| | | | Countries and | | +| | | | rates are | | +| | | | subject to | | +| | | | change without | | +| | | | notice. ILD | | +| | | | Pay-Per-Use | | +| | | | Rates: Apply | | +| | | | when Passport | | +| | | | Pro package is | | +| | | | removed, when | | +| | | | calling numbers | | +| | | | not included in | | +| | | | AIC, and/or | | +| | | | when you have | | +| | | | not added an | | +| | | | ILD package. | | +| | | | For ILD pay- | | +| | | | per-use rates, | | +| | | | see att.com/int | | +| | | | lcalling. | | +| | | | Restrictions: | | +| | | | Source: | | +| | | | Content: News & | | +| | | | UpdatesEffectiv | | +| | | | e May 10, 2023: | | +| | | | Passport (OTC | | +| | | | and Recurring) | | +| | | | packages and | | +| | | | Contoso Passport | | +| | | | Pro were | | +| | | | grandfathered | | +| | | | for | | +| | | | Business/CRU | | +| | | | subscribers.  | | +| | | | Recurring Passp | | +| | | | ort/Passport | | +| | | | Pro subscribers | | +| | | | can keep their | | +| | | | package until | | +| | | | they expire it. | | +| | | | New Contoso | | +| | | | Business | | +| | | | Passport (22GB) | | +| | | | offer launched | | +| | | | to market. | | +| | | |  Details can be | | +| | | | found in Contoso | | +| | | | Business | | +| | | | Passport - | | +| | | | BCSS. | | +| | | | Effective | | +| | | | November 1, | | +| | | | 2022: Lebanon | | +| | | | is no longer | | +| | | | included in IDP | | +| | | | or Passport/Pas | | +| | | | sport Pro and | | +| | | | cellular data | | +| | | | service is no | | +| | | | longer | | +| | | | available | | +| | | | there.  Voice | | +| | | | and texting | | +| | | | will be | | +| | | | available at | | +| | | | Pay-Per-Use | | +| | | | rates only. | | +| | | | Select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights will be | | +| | | | included in IDP | | +| | | | and Passport/Pa | | +| | | | ssport Pro | | +| | | | Travel with | | +| | | | peace of | | +| | | | mindShare your | | +| | | | travel | | +| | | | adventures with | | +| | | | unlimited | | +| | | | texts.Pay for | | +| | | | one month or | | +| | | | set up | | +| | | | recurring | | +| | | | charges for | | +| | | | extended | | +| | | | trips.Stay | | +| | | | connected in | | +| | | | over 210 | | +| | | | countries. | | +| | | | Note: See | | +| | | | Feature and | | +| | | | Plans | | +| | | | Compatibility | | +| | | | List for | | +| | | | important | | +| | | | billing and | | +| | | | plan | | +| | | | comparisons. | | +| | | | Pick your plan | | +| | | | Contoso Passport | | +| | | | 2GB (CRU only) | | +| | | |   Contoso | | +| | | | Passport 6GB | | +| | | | (CRU only) | | +| | | |   Contoso | | +| | | | Passport Pro | | +| | | | 10GB   | | +| | | | $70 mo./per | | +| | | | device   $140 | | +| | | | mo./per device | | +| | | |   $200 mo./per | | +| | | | device | | +| | | | One-time charge | | +| | | | or recurring.Ov | | +| | | | erage: $30/GB | | +| | | | One-time | | +| | | | charge or recur | | +| | | | ring.Overage: | | +| | | | $30/GB   | | +| | | | Recurring | | +| | | | only.No | | +| | | | Overage.Data | | +| | | | speed slows to | | +| | | | max of 256Kbps | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD70Recurrin | | +| | | | g: IRRPAD70 | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD140Recurri | | +| | | | ng: IRRPAD140 | | +| | | | Includes 250 | | +| | | | minutesOverage: | | +| | | | $0.45 per | | +| | | | minute Contoso | | +| | | | International | | +| | | | Calling include | | +| | | | dSOCsOTC: | | +| | | | N/ARecurring: | | +| | | | IRPPRO200 | | +| | | | See details. | | +| | | | See details. | | +| | | | See details. | | +| | | | Up to 30 days: | | +| | | | Plans auto- | | +| | | | expire 30 days | | +| | | | after the | | +| | | | effective | | +| | | | date.30+ days: | | +| | | | Monthly | | +| | | | recurring plans | | +| | | | for smartphone/ | | +| | | | feature phone | | +| | | | devices & data | | +| | | | only devices | | +| | | | require the | | +| | | | customer to | | +| | | | retain the plan | | +| | | | for a minimum | | +| | | | of 2 months. (1 | | +| | | | month for Contoso | | +| | | | Passport Pro). | | +| | | |   Plans Prior | | +| | | | to October 16, | | +| | | | 2019 Make the | | +| | | | most of your | | +| | | | travels Turn | | +| | | | off your | | +| | | | messaging apps, | | +| | | | disable | | +| | | | automatic | | +| | | | updates and | | +| | | | background | | +| | | | refreshes to | | +| | | | make your data | | +| | | | go further. | | +| | | | Keep track of | | +| | | | your data | | +| | | | usage: iOS | | +| | | | device: | | +| | | | Go to Settings | | +| | | | > Cellular. | | +| | | | Scroll to the | | +| | | | bottom and tap | | +| | | | Reset | | +| | | | Statistics. | | +| | | | Android device: | | +| | | | Usage is | | +| | | | tracked by bill | | +| | | | cycle. Make a | | +| | | | note of how | | +| | | | much data has | | +| | | | been used when | | +| | | | you arrive. You | | +| | | | can also search | | +| | | | for a data | | +| | | | usage app on | | +| | | | Google Play. | | +| | | | With Wi-Fi | | +| | | | Calling, you | | +| | | | can call back | | +| | | | to the U.S. at | | +| | | | no additional | | +| | | | charge. If | | +| | | | you have Contoso | | +| | | | Passport, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | country you're | | +| | | | in, are billed | | +| | | | at the low | | +| | | | Passport per- | | +| | | | minute rate. | | +| | | | If you have | | +| | | | Contoso Passport | | +| | | | Pro, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | one you're in, | | +| | | | are included in | | +| | | | your package | | +| | | | minutes. | | +| | | | For more | | +| | | | information, | | +| | | | read the Contoso | | +| | | | Passport travel | | +| | | | tips. The | | +| | | | Rules! | | +| | | | Customer has | | +| | | | less than 90 | | +| | | | days tenure? | | +| | | | BCSS - transfer | | +| | | | to Fraud | | +| | | | following | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | (available to | | +| | | | BCSS, Mobility | | +| | | | - CLG, CS - ATS | | +| | | | /PAC/Prepaid/MS | | +| | | | &S, VSE, Fraud, | | +| | | | and NSP - | | +| | | | External) Do | | +| | | | not add plans | | +| | | | during the | | +| | | | processing of | | +| | | | BAN-to-BAN | | +| | | | moves, CTN | | +| | | | change, cancel | | +| | | | or suspension. | | +| | | | Duplicate | | +| | | | charges bill if | | +| | | | you do. Remove | | +| | | | the | | +| | | | International | | +| | | | Roaming Block | | +| | | | (NIRM) feature | | +| | | | before adding | | +| | | | the plan: | | +| | | | The customer | | +| | | | may contact | | +| | | | Contoso to re-add | | +| | | | it when they | | +| | | | return from | | +| | | | their travels. | | +| | | | Only one at a | | +| | | | time! Just one | | +| | | | plan can be | | +| | | | active on a CTN | | +| | | | at a time: | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 87 | What if a | If a | Content: N: | 10 | +| | customer | customer | Customer has | | +| | calls in to | calls in to | usage on/in: | | +| | add the | add the | How the | | +| | cruise ship | cruise ship | customer's | | +| | package | package | usage rated: | | +| | after they | after they | Cruise package | | +| | have been on | have been on | Cruise ship | | +| | a qualifying | a qualifying | Mexico Canada | | +| | ship for a | ship for a | A Caribbean | | +| | few days and | few days and | Island | | +| | incurred | incurred | Mexico and | | +| | usage? | usage, they | Canada rated by | | +| | | will still | the domestic | | +| | | be charged | rate plan. | | +| | | at Pay-Per- | Only Cruise | | +| | | Use rates | ship usage is | | +| | | for the | rated by the | | +| | | usage | cruise ship | | +| | | incurred | package. All | | +| | | before the | other usage in | | +| | | package was | IDP/Passport | | +| | | added. The | destinations is | | +| | | package will | rated by | | +| | | only cover | IDP/Passport if | | +| | | usage from | added, | | +| | | the | otherwise will | | +| | | effective | rate as pay- | | +| | | date of the | per-use. See | | +| | | package | Cruise packages | | +| | | onward. | for additional | | +| | | (Source: | support. | | +| | | context | Customer has a | | +| | | information) | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: 't | | +| | | | cover the | | +| | | | customer's | | +| | | | cruise? If | | +| | | | your Cruise | | +| | | | doesn't qualify | | +| | | | for a Cruise | | +| | | | package No | | +| | | | problem! Your | | +| | | | device | | +| | | | may still work, | | +| | | | but your usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates. Talk | | +| | | | for $3.00 | | +| | | | Text: | | +| | | | $0.50/message, | | +| | | | $1.30/picture | | +| | | | or video | | +| | | | message Data: | | +| | | | $2.05/MB | | +| | | | ($.002/KB)** | | +| | | | Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and | | +| | | | video messages | | +| | | | received.**Usag | | +| | | | e is calculated | | +| | | | in full | | +| | | | kilobyte | | +| | | | increments | | +| | | | ($0.002/KB) and | | +| | | | rounded up to | | +| | | | the next full- | | +| | | | kilobyte | | +| | | | increment. | | +| | | | Details | | +| | | | Eligibility | | +| | | | Requirements & | | +| | | | Restrictions ✔ | | +| | | | Must meet | | +| | | | international | | +| | | | eligibility | | +| | | | requirements. | | +| | | | ✔ Available to | | +| | | | Consumer/IRU/CR | | +| | | | U, FirstNet and | | +| | | | Contoso Signature | | +| | | | Program (SIG) | | +| | | | customers. ✔ | | +| | | | Work with any | | +| | | | domestic rate | | +| | | | plan. ✔ | | +| | | | Required per | | +| | | | CTN. ✔ | | +| | | | Available | | +| | | | for smartphone | | +| | | | and for tablets | | +| | | |  (wearables and | | +| | | | connected car | | +| | | | are excluded). | | +| | | | ✔ Private | | +| | | | yachts, river | | +| | | | cruises, and | | +| | | | ferries do not | | +| | | | qualify for | | +| | | | Cruise OTC | | +| | | | packages. ✔ | | +| | | | Usage is | | +| | | | discounted by | | +| | | | package on over | | +| | | | 175 cruise | | +| | | | ships. ✔ Usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates on other | | +| | | | cruise ships. | | +| | | | Selling Tips | | +| | | | Help Consumer | | +| | | | customers | | +| | | | purchase a | | +| | | | package1 in 3 | | +| | | | different ways: | | +| | | | Direct the | | +| | | | customer to | | +| | | | their myContoso | | +| | | | account and | | +| | | | follow the | | +| | | | international | | +| | | | guided flow. | | +| | | | Business | | +| | | | customers can | | +| | | | purchase a | | +| | | | package by | | +| | | | calling | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS). | | +| | | | Suggest adding | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business or | | +| | | | Contoso Business | | +| | | | Passport to | | +| | | | cover usage on | | +| | | | land or in | | +| | | | port. | | +| | | | 1Packages are | | +| | | | not available | | +| | | | for | | +| | | | provisioning | | +| | | | via OPUS, | | +| | | | Premier, or the | | +| | | | IVR.2The myContoso | | +| | | | international | | +| | | | guided flow is | | +| | | | frequently | | +| | | | updated; | | +| | | | screenshots may | | +| | | | not always | | +| | | | match the | | +| | | | actual | | +| | | | experience. | | +| | | | Additional Plan | | +| | | | Information | | +| | | | Cruise Packages | | +| | | | Details $60 | | +| | | | Contoso Cruise | | +| | | | Basic $100 | | +| | | | Contoso Cruise | | +| | | | Plus Price | | +| | | | $60 $100 | | +| | | | Eligible | | +| | | | Devices | | +| | | | Smartphones | | +| | | | only | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Minutes(Calls | | +| | | | made or | | +| | | | received while | | +| | | | international | | +| | | | roaming) | | +| | | | 100Overage: | | +| | | | $1/minute | | +| | | | Unlimited | | +| | | | Messages sent | | +| | | | (text, picture, | | +| | | | or video) while | | +| | | | international | | +| | | | roaming | | +| | | | (Domestic rates | | +| | | | apply to | | +| | | | messages | | +| | | | received) | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Cellular Data | | +| | | | (International | | +| | | | roaming) | | +| | | | 100MBOverage: | | +| | | | $10 per 100MB | | +| | | | 1GBOverage: $10 | | +| | | | per 100MB CRU | | +| | | | SOC IRCSPVMD | | +| | | | IRCSP1GB | | +| | | | FirstNet SOC | | +| | | | (Black SIM) | | +| | | | FNCSPVMD | | +| | | | FNCSP1GB | | +| | | | FirstNet Contoso | | +| | | | SOC(Orange SIM) | | +| | | | IRCSPVMD | | +| | | | IRCSP1GB Other | | +| | | | Details The | | +| | | | customer's | | +| | | | device is | | +| | | | registered on | | +| | | | the ship's | | +| | | | cellular | | +| | | | network when | | +| | | | Cellular at | | +| | | | Sea, 901-18 or | | +| | | | NOR-18 displays | | +| | | | on the device | | +| | | | in the upper- | | +| | | | left side of | | +| | | | the device's | | +| | | | screen. The | | +| | | | customer's | | +| | | | device switches | | +| | | | and registers | | +| | | | on a cellular | | +| | | | network from a | | +| | | | provider in the | | +| | | | country as the | | +| | | | ship approaches | | +| | | | land. When | | +| | | | ships are | | +| | | | docked or | | +| | | | tendered at a | | +| | | | U.S. port, | | +| | | | including | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands, and | | +| | | | the customer is | | +| | | | connected to a | | +| | | | land-based | | +| | | | cellular | | +| | | | carrier, usage | | +| | | | onboard the | | +| | | | ship is billed | | +| | | | at domestic | | +| | | | rates. The OTC | | +| | | | charge: | | +| | | | Bills only once | | +| | | | on the | | +| | | | package's | | +| | | | effective date, | | +| | | | even if the | | +| | | | package crosses | | +| | | | a bill cycle. | | +| | | | Does not pro- | | +| | | | rate. Will | | +| | | | bill once its | | +| | | | effective date | | +| | | | has passed. | | +| | | | Will not bill | | +| | | | if the package | | +| | | | is expired | | +| | | | before or on | | +| | | | its effective | | +| | | | date. Cruise | | +| | | | ships are not | | +| | | | included in | | +| | | | Contoso Business | | +| | | | Passport or | | +| | | | International | | +| | | | Day Pass for Bu | | +| | | | siness packages | | +| | | | . Billing | | +| | | | Priorities | | +| | | | International | | +| | | | usage is rated | | +| | | | in this billing | | +| | | | priority: 1st | | +| | | | - Domestic Rate | | +| | | | Plan, if it | | +| | | | includes | | +| | | | roaming | | +| | | | coverage in | | +| | | | international | | +| | | | countries | | +| | | | (example Mexico | | +| | | | and/or | | +| | | | Canada)2nd - | | +| | | | International | | +| | | | Day Pass3rd - | | +| | | | Passport4th - | | +| | | | Contoso Cruise | | +| | | | Ship Package5th | | +| | | | - Pay per use | | +| | | | Examples of how | | +| | | | rating occurs: | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that | | +| | | | includes Mexico | | +| | | | and Canada. | | +| | | | Extras on | | +| | | | customer's CT | | +| | | | Source: | | +| | | | Content: T | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages. | | +| | | | Review Rates | | +| | | | and Coverage | | +| | | | Only offer | | +| | | | current | | +| | | | available | | +| | | | offers. | | +| | | | External Site | | +| | | | www.att.com/glo | | +| | | | bal 4 | | +| | | | Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso | | +| | | | World: www.att. | | +| | | | com/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Roaming | | +| | | | Refer to How to | | +| | | | Use Your Phone | | +| | | | Outside of the | | +| | | | U.S. - BCSS. | | +| | | | Calls placed or | | +| | | | received from | | +| | | | cruise ships | | +| | | | are not | | +| | | | discounted. | | +| | | | For rates and | | +| | | | details, see | | +| | | | Contoso Cruise | | +| | | | One-Time Charge | | +| | | | (OTC) | | +| | | | Packages.  | | +| | | | Provide the | | +| | | | external number | | +| | | | (+1.314.925.692 | | +| | | | 5) for troubles | | +| | | | hooting.  | | +| | | | This call is | | +| | | | free from the | | +| | | | customer's | | +| | | | wireless phone | | +| | | | while traveling | | +| | | | internationally | | +| | | | .  There is a | | +| | | | charge if the | | +| | | | call is from a | | +| | | | wired phone; | | +| | | | however, Contoso | | +| | | | obtains a | | +| | | | callback number | | +| | | | and calls the | | +| | | | customer back | | +| | | | to minimize | | +| | | | costs to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key.  | | +| | | | For BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | International | | +| | | | Traveling - | | +| | | | Passport or | | +| | | | Global | | +| | | | Messaging | | +| | | | features | | +| | | | Sending - | | +| | | | Messages are | | +| | | | unlimited and | | +| | | | do not draw | | +| | | | from a domestic | | +| | | | messaging plan: | | +| | | | ◦No matter | | +| | | | where you send | | +| | | | it (individual | | +| | | | to individual | | +| | | | only) | | +| | | | Example: While | | +| | | | in Italy, | | +| | | | sending a | | +| | | | message to | | +| | | | someone else in | | +| | | | Italy, or | | +| | | | someone back to | | +| | | | the U.S.  | | +| | | | Receiving - | | +| | | | Domestic | | +| | | | messaging rate | | +| | | | applies to | | +| | | | messages | | +| | | | received: | | +| | | | Messages can | | +| | | | come from any | | +| | | | international | | +| | | | location, or | | +| | | | from the U.S.  | | +| | | | Customers with | | +| | | | an unlimited | | +| | | | messaging | | +| | | | domestic plan, | | +| | | | such as Mobile | | +| | | | Share Advantage | | +| | | | plans, receive | | +| | | | unlimited | | +| | | | messaging while | | +| | | | traveling.  | | +| | | | Voicemail | | +| | | | Voicemail | | +| | | | Charges If | | +| | | | the device is | | +| | | | turned on and | | +| | | | registering on | | +| | | | a foreign | | +| | | | carrier's | | +| | | | GSM/GPRS/UMTS | | +| | | | network, | | +| | | | unanswered | | +| | | | calls that | | +| | | | route to the | | +| | | | Contoso voicemail | | +| | | | system are | | +| | | | charged as an | | +| | | | international | | +| | | | roaming | | +| | | | incoming call | | +| | | | to the device. | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming.  | | +| | | | Visual | | +| | | | Voicemail ( | | +| | | | Source: | | +| | | | Content: Stay | | +| | | | in touch while | | +| | | | on your cruise! | | +| | | | We have | | +| | | | packages on | | +| | | | over 175 cruise | | +| | | | ships with no | | +| | | | extra charge on | | +| | | | land, in | | +| | | | Mexico, Canada, | | +| | | | and select | | +| | | | Caribbean | | +| | | | islands. Set | | +| | | | Sail and Stay | | +| | | | Connected Stay | | +| | | | connected with | | +| | | | up to 1GB of | | +| | | | data, talk and | | +| | | | unlimited test | | +| | | | on over 175 | | +| | | | cruise ships | | +| | | | with Contoso | | +| | | | Cruise packages | | +| | | | . Effective | | +| | | | June 1, 2023, | | +| | | | Contoso Cruise | | +| | | | packages are | | +| | | | being updated | | +| | | | to create more | | +| | | | value for | | +| | | | customers:  | | +| | | | $100 Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Plus’ | | +| | | | and remains a | | +| | | | $100 One Time | | +| | | | Cost $50 | | +| | | | Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Basic’ | | +| | | | and is now a | | +| | | | $60 One Time | | +| | | | Cost | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Smartphones | | +| | | | only | | +| | | | Voice remains | | +| | | | Unlimited | | +| | | | Voice minutes | | +| | | | increase from | | +| | | | 50 minutes to | | +| | | | 100 minutes | | +| | | | Voice overages | | +| | | | reduced from | | +| | | | $2/min to | | +| | | | $1/min | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Data allowance | | +| | | | increases from | | +| | | | 200MB to 1GB | | +| | | | Data overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Data allowance | | +| | | | increases from | | +| | | | no data to | | +| | | | 100MB Data | | +| | | | overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Usage of Cruise | | +| | | | Package is | | +| | | | limited to | | +| | | | eligible Cruise | | +| | | | Ships only | | +| | | | starting | | +| | | | 6/1/23; IDP | | +| | | | will auto- | | +| | | | provision on | | +| | | | land-based | | +| | | | carriers for | | +| | | | eligible | | +| | | | customers. | | +| | | | Prior to | | +| | | | 6/1/23, Cruise | | +| | | | usage was | | +| | | | allowed in | | +| | | | Canada, Mexico | | +| | | | and some | | +| | | | Caribbean | | +| | | | Islands | | +| | | | For customers | | +| | | | that DO NOT | | +| | | | select a Cruise | | +| | | | Package or are | | +| | | | on a non- | | +| | | | eligible ship, | | +| | | | Pay-Per Use | | +| | | | Data remains @ | | +| | | | $2.05/MB for | | +| | | | data, $3/minute | | +| | | | for voice, | | +| | | | $0.50 per SMS & | | +| | | | $1.30 per MMS. | | +| | | | By increasing | | +| | | | the data | | +| | | | allowance in | | +| | | | both packages | | +| | | | and providing | | +| | | | greater value | | +| | | | in data | | +| | | | overages, | | +| | | | recommend a | | +| | | | Cruise package | | +| | | | for your | | +| | | | customers | | +| | | | compared to | | +| | | | Pay-Per-Use | | +| | | | rates! Start | | +| | | | the | | +| | | | conversation | | +| | | | Important | | +| | | | Questions for | | +| | | | the Customer ✔ | | +| | | | Which cruise | | +| | | | line will you | | +| | | | be sailing | | +| | | | on?(Confirm | | +| | | | cruise | | +| | | | line/ship is | | +| | | | listed on | | +| | | | Cruise Ships | | +| | | | Guide  and | | +| | | | record it in | | +| | | | notes.) ✔ How | | +| | | | long will you | | +| | | | be on your crui | | +| | | | se?(Recommend | | +| | | | the right | | +| | | | package(s) to | | +| | | | cover all | | +| | | | usage.) ✔ | | +| | | | Where is your | | +| | | | cruise taking | | +| | | | you?(Recommend | | +| | | | IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport for | | +| | | | when customer | | +| | | | is on shore. | | +| | | | Contoso Cruise | | +| | | | packages do not | | +| | | | cover usage in | | +| | | | port or on | | +| | | | land. ✔ Is | | +| | | | travel in | | +| | | | Mexico or | | +| | | | Canada included | | +| | | | in your | | +| | | | domestic rate | | +| | | | plan?(Rated as | | +| | | | domestic) ✔ | | +| | | | Will you be | | +| | | | using data | | +| | | | while you are | | +| | | | away?(If | | +| | | | estimated data | | +| | | | usage is | | +| | | | greater than | | +| | | | 200MBs, suggest | | +| | | | using IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport when | | +| | | | on the ship in | | +| | | | port or | | +| | | | onshore.) ✔ | | +| | | | Packages are | | +| | | | available on | | +| | | | over 175 cruise | | +| | | | ships. Choose | | +| | | | the cruise | | +| | | | package that's | | +| | | | right for you! | | +| | | | Auto expires in | | +| | | | 30 days! There | | +| | | | are two plans | | +| | | | to choose from, | | +| | | | depending on | | +| | | | your device | | +| | | | type: Contoso | | +| | | | Cruise Plus | | +| | | |  $100 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk | | +| | | | and Text*: | | +| | | | Unlimited  ✔ | | +| | | | Data: 1GB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance  ✔ | | +| | | | Available for | | +| | | | smartphones & t | | +| | | | ablets *Standar | | +| | | | d domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. Contoso | | +| | | | Cruise Basic | | +| | | |  $60 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk: | | +| | | | 100 minutes; | | +| | | | overage $1.00 | | +| | | | per minute  ✔ | | +| | | | Text*: | | +| | | | Unlimited ✔ | | +| | | | Data:  100MB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance ✔ | | +| | | | Available for | | +| | | | smartphones | | +| | | | only *Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. | | +| | | | Click here | | +| | | | (Contoso Data | | +| | | | Calculator - | | +| | | | Estimate Your | | +| | | | Internet Data | | +| | | | Usage | | +| | | | (att.com)) if | | +| | | | your customer | | +| | | | needs help | | +| | | | determining | | +| | | | their data | | +| | | | needs How do | | +| | | | you add a | | +| | | | cruise ship | | +| | | | package? Contoso | | +| | | | Cruise Ship | | +| | | | packages can be | | +| | | | purchased as of | | +| | | | February 20, | | +| | | | 2020 in these | | +| | | | sales channels: | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS) The | | +| | | | myContoso secured | | +| | | | account What | | +| | | | if the Cruise | | +| | | | package doesn | | +| | | | Source: | | +| | | | Content: If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ ¶ | | +| | | | Contract | | +| | | | PricingSet | | +| | | | preliminary | | +| | | | order | | +| | | | expectations.¶ | | +| | | | Remind the | | +| | | | customer of | | +| | | | their contract | | +| | | | renewal and | | +| | | | ETF.¶ | | +| | | | Smartphones and | | +| | | | netbooks - $325 | | +| | | | with a $10 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.Standard | | +| | | | devices - $150 | | +| | | | with a $4 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.¶ | | +| | | | Customers who | | +| | | | ordered a | | +| | | | device that did | | +| | | | require an | | +| | | | email address | | +| | | | for T&Cs | | +| | | | acceptance must | | +| | | | accept T&Cs | | +| | | | sent to their | | +| | | | email address | | +| | | | provided before | | +| | | | their device | | +| | | | ships.Advise | | +| | | | the customer to | | +| | | | follow the | | +| | | | instructions in | | +| | | | the Quick Start | | +| | | | Guide included | | +| | | | in the box to | | +| | | | activate their | | +| | | | new equipment.C | | +| | | | redit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OPUS - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 88 | What if a | If a | Content: N: | 10 | +| | customer is | customer is | Customer has | | +| | mistakenly | mistakenly | usage on/in: | | +| | provisioned | provisioned | How the | | +| | with a | with a | customer's | | +| | cruise ship | cruise ship | usage rated: | | +| | package and | package and | Cruise package | | +| | travels | travels | Cruise ship | | +| | aboard a | aboard a | Mexico Canada | | +| | non- | non- | A Caribbean | | +| | qualifying | qualifying | Island | | +| | ship? | ship, their | Mexico and | | +| | | usage will | Canada rated by | | +| | | be billed at | the domestic | | +| | | Pay-Per-Use | rate plan. | | +| | | rates | Only Cruise | | +| | | (Source: | ship usage is | | +| | | Content: N). | rated by the | | +| | | | cruise ship | | +| | | | package. All | | +| | | | other usage in | | +| | | | IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. See | | +| | | | Cruise packages | | +| | | | for additional | | +| | | | support. | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: 't | | +| | | | cover the | | +| | | | customer's | | +| | | | cruise? If | | +| | | | your Cruise | | +| | | | doesn't qualify | | +| | | | for a Cruise | | +| | | | package No | | +| | | | problem! Your | | +| | | | device | | +| | | | may still work, | | +| | | | but your usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates. Talk | | +| | | | for $3.00 | | +| | | | Text: | | +| | | | $0.50/message, | | +| | | | $1.30/picture | | +| | | | or video | | +| | | | message Data: | | +| | | | $2.05/MB | | +| | | | ($.002/KB)** | | +| | | | Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and | | +| | | | video messages | | +| | | | received.**Usag | | +| | | | e is calculated | | +| | | | in full | | +| | | | kilobyte | | +| | | | increments | | +| | | | ($0.002/KB) and | | +| | | | rounded up to | | +| | | | the next full- | | +| | | | kilobyte | | +| | | | increment. | | +| | | | Details | | +| | | | Eligibility | | +| | | | Requirements & | | +| | | | Restrictions ✔ | | +| | | | Must meet | | +| | | | international | | +| | | | eligibility | | +| | | | requirements. | | +| | | | ✔ Available to | | +| | | | Consumer/IRU/CR | | +| | | | U, FirstNet and | | +| | | | Contoso Signature | | +| | | | Program (SIG) | | +| | | | customers. ✔ | | +| | | | Work with any | | +| | | | domestic rate | | +| | | | plan. ✔ | | +| | | | Required per | | +| | | | CTN. ✔ | | +| | | | Available | | +| | | | for smartphone | | +| | | | and for tablets | | +| | | |  (wearables and | | +| | | | connected car | | +| | | | are excluded). | | +| | | | ✔ Private | | +| | | | yachts, river | | +| | | | cruises, and | | +| | | | ferries do not | | +| | | | qualify for | | +| | | | Cruise OTC | | +| | | | packages. ✔ | | +| | | | Usage is | | +| | | | discounted by | | +| | | | package on over | | +| | | | 175 cruise | | +| | | | ships. ✔ Usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates on other | | +| | | | cruise ships. | | +| | | | Selling Tips | | +| | | | Help Consumer | | +| | | | customers | | +| | | | purchase a | | +| | | | package1 in 3 | | +| | | | different ways: | | +| | | | Direct the | | +| | | | customer to | | +| | | | their myContoso | | +| | | | account and | | +| | | | follow the | | +| | | | international | | +| | | | guided flow. | | +| | | | Business | | +| | | | customers can | | +| | | | purchase a | | +| | | | package by | | +| | | | calling | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS). | | +| | | | Suggest adding | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business or | | +| | | | Contoso Business | | +| | | | Passport to | | +| | | | cover usage on | | +| | | | land or in | | +| | | | port. | | +| | | | 1Packages are | | +| | | | not available | | +| | | | for | | +| | | | provisioning | | +| | | | via OPUS, | | +| | | | Premier, or the | | +| | | | IVR.2The myContoso | | +| | | | international | | +| | | | guided flow is | | +| | | | frequently | | +| | | | updated; | | +| | | | screenshots may | | +| | | | not always | | +| | | | match the | | +| | | | actual | | +| | | | experience. | | +| | | | Additional Plan | | +| | | | Information | | +| | | | Cruise Packages | | +| | | | Details $60 | | +| | | | Contoso Cruise | | +| | | | Basic $100 | | +| | | | Contoso Cruise | | +| | | | Plus Price | | +| | | | $60 $100 | | +| | | | Eligible | | +| | | | Devices | | +| | | | Smartphones | | +| | | | only | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Minutes(Calls | | +| | | | made or | | +| | | | received while | | +| | | | international | | +| | | | roaming) | | +| | | | 100Overage: | | +| | | | $1/minute | | +| | | | Unlimited | | +| | | | Messages sent | | +| | | | (text, picture, | | +| | | | or video) while | | +| | | | international | | +| | | | roaming | | +| | | | (Domestic rates | | +| | | | apply to | | +| | | | messages | | +| | | | received) | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Cellular Data | | +| | | | (International | | +| | | | roaming) | | +| | | | 100MBOverage: | | +| | | | $10 per 100MB | | +| | | | 1GBOverage: $10 | | +| | | | per 100MB CRU | | +| | | | SOC IRCSPVMD | | +| | | | IRCSP1GB | | +| | | | FirstNet SOC | | +| | | | (Black SIM) | | +| | | | FNCSPVMD | | +| | | | FNCSP1GB | | +| | | | FirstNet Contoso | | +| | | | SOC(Orange SIM) | | +| | | | IRCSPVMD | | +| | | | IRCSP1GB Other | | +| | | | Details The | | +| | | | customer's | | +| | | | device is | | +| | | | registered on | | +| | | | the ship's | | +| | | | cellular | | +| | | | network when | | +| | | | Cellular at | | +| | | | Sea, 901-18 or | | +| | | | NOR-18 displays | | +| | | | on the device | | +| | | | in the upper- | | +| | | | left side of | | +| | | | the device's | | +| | | | screen. The | | +| | | | customer's | | +| | | | device switches | | +| | | | and registers | | +| | | | on a cellular | | +| | | | network from a | | +| | | | provider in the | | +| | | | country as the | | +| | | | ship approaches | | +| | | | land. When | | +| | | | ships are | | +| | | | docked or | | +| | | | tendered at a | | +| | | | U.S. port, | | +| | | | including | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands, and | | +| | | | the customer is | | +| | | | connected to a | | +| | | | land-based | | +| | | | cellular | | +| | | | carrier, usage | | +| | | | onboard the | | +| | | | ship is billed | | +| | | | at domestic | | +| | | | rates. The OTC | | +| | | | charge: | | +| | | | Bills only once | | +| | | | on the | | +| | | | package's | | +| | | | effective date, | | +| | | | even if the | | +| | | | package crosses | | +| | | | a bill cycle. | | +| | | | Does not pro- | | +| | | | rate. Will | | +| | | | bill once its | | +| | | | effective date | | +| | | | has passed. | | +| | | | Will not bill | | +| | | | if the package | | +| | | | is expired | | +| | | | before or on | | +| | | | its effective | | +| | | | date. Cruise | | +| | | | ships are not | | +| | | | included in | | +| | | | Contoso Business | | +| | | | Passport or | | +| | | | International | | +| | | | Day Pass for Bu | | +| | | | siness packages | | +| | | | . Billing | | +| | | | Priorities | | +| | | | International | | +| | | | usage is rated | | +| | | | in this billing | | +| | | | priority: 1st | | +| | | | - Domestic Rate | | +| | | | Plan, if it | | +| | | | includes | | +| | | | roaming | | +| | | | coverage in | | +| | | | international | | +| | | | countries | | +| | | | (example Mexico | | +| | | | and/or | | +| | | | Canada)2nd - | | +| | | | International | | +| | | | Day Pass3rd - | | +| | | | Passport4th - | | +| | | | Contoso Cruise | | +| | | | Ship Package5th | | +| | | | - Pay per use | | +| | | | Examples of how | | +| | | | rating occurs: | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that | | +| | | | includes Mexico | | +| | | | and Canada. | | +| | | | Extras on | | +| | | | customer's CT | | +| | | | Source: | | +| | | | Content: US - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with the | | +| | | | Oracle Customer | | +| | | | Number:¶ | | +| | | | Ensure the | | +| | | | Oracle Customer | | +| | | | Number | | +| | | | (formerly | | +| | | | Compass ID) is | | +| | | | correct by | | +| | | | validating it | | +| | | | in FaST.Remove | | +| | | | the Oracle | | +| | | | Customer Number | | +| | | | that starts | | +| | | | with a K and | | +| | | | continue with | | +| | | | the order. ¶ | | +| | | | Equipment | | +| | | | Payment Options | | +| | | | - BCSS . Always | | +| | | | ship the | | +| | | | equipment to | | +| | | | the billing | | +| | | | address.¶ If | | +| | | | the customer | | +| | | | requests | | +| | | | another | | +| | | | address, follow | | +| | | | the rules as | | +| | | | shown in the | | +| | | | Shipping | | +| | | | Equipment to an | | +| | | | Alternate | | +| | | | Shipping | | +| | | | address section | | +| | | | of Shipping | | +| | | | Rules and | | +| | | | Guidelines. ¶ | | +| | | | If OPUS returns | | +| | | | a 7-10 day | | +| | | | shipping SLA, | | +| | | | the device is | | +| | | | on back order. | | +| | | | Provide the | | +| | | | customer with | | +| | | | the following | | +| | | | options:¶ | | +| | | | Select a | | +| | | | different | | +| | | | handset.Refer | | +| | | | to alternative | | +| | | | sales channel | | +| | | | that might have | | +| | | | the device in | | +| | | | stock. If you | | +| | | | refer to a | | +| | | | retail store, | | +| | | | provide the | | +| | | | hours of | | +| | | | operation and | | +| | | | check FaST to | | +| | | | make sure the | | +| | | | customer is | | +| | | | serviceable in | | +| | | | retail.Complete | | +| | | | the order. | | +| | | | There is no way | | +| | | | to provide an | | +| | | | estimated date | | +| | | | on when the | | +| | | | device will be | | +| | | | back in stock.¶ | | +| | | | Enter the | | +| | | | customer's | | +| | | | email address | | +| | | | at the checkout | | +| | | | screen, so the | | +| | | | customer | | +| | | | receives order | | +| | | | details | | +| | | | (including | | +| | | | quantity) and | | +| | | | shipping/back- | | +| | | | order | | +| | | | status.Provide | | +| | | | the customer | | +| | | | with the last | | +| | | | five or six | | +| | | | digits of the | | +| | | | order number | | +| | | | after the | | +| | | | O.Close the | | +| | | | call and leave | | +| | | | the following | | +| | | | required note | | +| | | | in Clarify: | | +| | | | Unable to | | +| | | | complete | | +| | | | standard | | +| | | | upgrade due to | | +| | | | conflicts. | | +| | | | Equipment was | | +| | | | ordered through | | +| | | | Product Only | | +| | | | Flow after | | +| | | | using the | | +| | | | Upgrade | | +| | | | Exception | | +| | | | button and redo | | +| | | | attempt failed | | +| | | | to resolve | | +| | | | conflict error. | | +| | | | ¶ Set Upgrade | | +| | | | Expectations¶ | | +| | | | Inform the | | +| | | | customer of the | | +| | | | shipping | | +| | | | carrier and | | +| | | | fee.Provide the | | +| | | | shipping cost:¶ | | +| | | | Due to reasons | | +| | | | beyond our | | +| | | | control, there | | +| | | | are times that | | +| | | | shipping is | | +| | | | delayed. The | | +| | | | daily shipping | | +| | | | window for next | | +| | | | day delivery is | | +| | | | by, or before, | | +| | | | 4:00 p.m. ET. | | +| | | | Any order | | +| | | | placed | | +| | | | after4:00 p.m. | | +| | | | ET rolls to the | | +| | | | next business | | +| | | | day.¶ Standard | | +| | | | delivery: | | +| | | | $9.95, waived | | +| | | | for all CRU | | +| | | | customers with | | +| | | | a FANPriority | | +| | | | delivery: | | +| | | | $14.95, unless | | +| | | | FAN | | +| | | | specifically | | +| | | | waives this | | +| | | | charge¶ Advise | | +| | | | customer they | | +| | | | will:¶ Receive | | +| | | | an order | | +| | | | confirmation | | +| | | | email.Receive a | | +| | | | shipping | | +| | | | confirmation | | +| | | | email that | | +| | | | includes the | | +| | | | shipping | | +| | | | tracking | | +| | | | number.Can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus.Sta | | +| | | | tus for orders | | +| | | | placed in the | | +| | | | last 24 hours | | +| | | | may not be | | +| | | | available.¶ | | +| | | | Recap and | | +| | | | confirm the ord | | +| | | | er/transaction | | +| | | | details.¶ | | +| | | | Locate the | | +| | | | expectations | | +| | | | for all of the | | +| | | | transactions | | +| | | | completed and | | +| | | | communicate | | +| | | | them to the | | +| | | | customer.¶ ¶ | | +| | | | ¶ Promote | | +| | | | Self-Service¶ | | +| | | | Customers can | | +| | | | check the | | +| | | | status of their | | +| | | | order by | | +| | | | calling | | +| | | | 877-782-8870 or | | +| | | | online at www.a | | +| | | | tt.com/wireless | | +| | | | orderstatus.¶ | | +| | | | Status for | | +| | | | orders placed | | +| | | | in the last 24 | | +| | | | hours may not | | +| | | | be available.¶ | | +| | | | Entering the | | +| | | | customer's | | +| | | | email address | | +| | | | (checkout | | +| | | | screen) sends | | +| | | | the customer | | +| | | | order | | +| | | | notification | | +| | | | that the device | | +| | | | has | | +| | | | shipped.Refer | | +| | | | the customer to | | +| | | | www.att.com/dev | | +| | | | icehowto for | | +| | | | device | | +| | | | support.¶ Post | | +| | | | Call | | +| | | | Notification¶ | | +| | | | Send a PCN as | | +| | | | outlined in | | +| | | | your groups PCN | | +| | | | policy.¶ | | +| | | | Device | | +| | | | Expectations¶ | | +| | | | The order does | | +| | | | not ship until | | +| | | | online T&Cs are | | +| | | | accepted by the | | +| | | | customer.Shared | | +| | | | Upgrades | | +| | | | sometimes | | +| | | | require a visit | | +| | | | to an Contoso | | +| | | | Retail store or | | +| | | | a call to | | +| | | | Customer | | +| | | | Service to | | +| | | | activate the | | +| | | | device on the | | +| | | | correct CTN. | | +| | | | This occurs | | +| | | | when rep | | +| | | | performs a | | +| | | | "manual cross- | | +| | | | upgrade" rather | | +| | | | than using the | | +| | | | correct | | +| | | | flow.Refer the | | +| | | | customer to the | | +| | | | Copy Contact | | +| | | | Wizard (att.com | | +| | | | /learningcenter | | +| | | | /copy- | | +| | | | contacts.do) | | +| | | | and Device | | +| | | | Support (www.at | | +| | | | t.com/devicesup | | +| | | | port) for | | +| | | | instructions on | | +| | | | transferring | | +| | | | contacts | | +| | | | between | | +| | | | devices.Offer | | +| | | | Contoso Protect | | +| | | | Advantage and | | +| | | | Device | | +| | | | Protection | | +| | | | during an | | +| | | | upgrade if the | | +| | | | customer is not | | +| | | | enrolled.¶ If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade Source: | | +| | | | Content: If | | +| | | | the customer | | +| | | | declined the | | +| | | | DOC earlier in | | +| | | | the call, the | | +| | | | DOC must be | | +| | | | read again | | +| | | | before you can | | +| | | | promote the | | +| | | | product.¶ ¶ | | +| | | | Return/Exchange | | +| | | | Expectations¶ | | +| | | | To | | +| | | | return/exchange | | +| | | | the equipment, | | +| | | | customers have | | +| | | | so many days | | +| | | | from the ship | | +| | | | date:¶ CRU | | +| | | | FAN: 30 | | +| | | | daysNon-FAN | | +| | | | CRU/SIG: 14 | | +| | | | daysTablets: 14 | | +| | | | days¶ Closeout | | +| | | | devices cannot | | +| | | | be exchanged | | +| | | | unless they are | | +| | | | defective.A | | +| | | | restocking fee | | +| | | | applies to all | | +| | | | devices | | +| | | | (excluding | | +| | | | tablets) | | +| | | | purchased | | +| | | | through Contoso, | | +| | | | except where | | +| | | | prohibited.¶ | | +| | | | The restocking | | +| | | | fee does not | | +| | | | apply to iPhone | | +| | | | if it is | | +| | | | returned, | | +| | | | unopened, | | +| | | | during the | | +| | | | return | | +| | | | period.Netbook | | +| | | | Only: A | | +| | | | restocking fee | | +| | | | applies with | | +| | | | the exception | | +| | | | of Hawaii and | | +| | | | Puerto Rico and | | +| | | | for defective | | +| | | | exchanges.¶ ¶ | | +| | | | Enhanced Care¶ | | +| | | | At the | | +| | | | customer's | | +| | | | request, set | | +| | | | the | | +| | | | expectations | | +| | | | listed in the | | +| | | | Equipment | | +| | | | Upgrade/Order: | | +| | | | Expectations to | | +| | | | Set when | | +| | | | Placing Orders | | +| | | | - Enhanced | | +| | | | Care.¶ ¶ | | +| | | | Contract | | +| | | | PricingSet | | +| | | | preliminary | | +| | | | order | | +| | | | expectations.¶ | | +| | | | Remind the | | +| | | | customer of | | +| | | | their contract | | +| | | | renewal and | | +| | | | ETF.¶ | | +| | | | Smartphones and | | +| | | | netbooks - $325 | | +| | | | with a $10 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.Standard | | +| | | | devices - $150 | | +| | | | with a $4 | | +| | | | monthly | | +| | | | declining | | +| | | | amount.¶ | | +| | | | Customers who | | +| | | | ordered a | | +| | | | device that did | | +| | | | require an | | +| | | | email address | | +| | | | for T&Cs | | +| | | | acceptance must | | +| | | | accept T&Cs | | +| | | | sent to their | | +| | | | email address | | +| | | | provided before | | +| | | | their device | | +| | | | ships.Advise | | +| | | | the customer to | | +| | | | follow the | | +| | | | instructions in | | +| | | | the Quick Start | | +| | | | Guide included | | +| | | | in the box to | | +| | | | activate their | | +| | | | new equipment.C | | +| | | | redit card is | | +| | | | needed to | | +| | | | process the | | +| | | | order.¶ BTM | | +| | | | may be | | +| | | | available to | | +| | | | some customers | | +| | | | on certain | | +| | | | orders.(subject | | +| | | | to BTM Guidelin | | +| | | | es)Review Hold | | +| | | | Authorizations | | +| | | | from Financial | | +| | | | Institutions on | | +| | | | Debit / Credit | | +| | | | Card Purchases | | +| | | | - Mobility¶ | | +| | | | Pre- | | +| | | | authorization | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is | | +| | | | placed.Charge | | +| | | | occurs at the | | +| | | | time the order | | +| | | | is shipped.If | | +| | | | the customer | | +| | | | cannot provide | | +| | | | a valid credit | | +| | | | card, refer | | +| | | | them to an Contoso | | +| | | | Retail store.¶ | | +| | | | ¶ Inform the | | +| | | | customer of the | | +| | | | upgrade fee, if | | +| | | | applicable.Orde | | +| | | | r does not ship | | +| | | | if the account | | +| | | | becomes past | | +| | | | due during | | +| | | | processing or | | +| | | | T&Cs acceptance | | +| | | | period.¶ | | +| | | | Verify the | | +| | | | customer's | | +| | | | account is not | | +| | | | at risk of | | +| | | | becoming past | | +| | | | due. Attempt to | | +| | | | take a payment | | +| | | | (with no fee) | | +| | | | if there is a | | +| | | | risk.¶ | | +| | | | Upgrades must | | +| | | | be like-for- | | +| | | | like devices, | | +| | | | e.g., wireless | | +| | | | phone to | | +| | | | wireless phone, | | +| | | | tablet to | | +| | | | tablet, or | | +| | | | wireless home | | +| | | | phone to | | +| | | | wireless home | | +| | | | phone.¶ | | +| | | | Standard | | +| | | | delivery | | +| | | | (within U.S.): | | +| | | | Typically | | +| | | | delivered | | +| | | | within 3-5 | | +| | | | business days | | +| | | | and is | | +| | | | $9.95.Priority | | +| | | | (within U.S.): | | +| | | | Available for | | +| | | | $14.95 and | | +| | | | typically | | +| | | | delivered | | +| | | | within two | | +| | | | business days.¶ | | +| | | | Do not waive | | +| | | | Priority | | +| | | | Shipping | | +| | | | charges.¶ | | +| | | | Deliveries to | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands can | | +| | | | take longer.Scr | | +| | | | ipting: Mr./Ms. | | +| | | | [Customer | | +| | | | Name], there is | | +| | | | a shipping | | +| | | | charge of $9.95 | | +| | | | for standard | | +| | | | shipping, which | | +| | | | could take up | | +| | | | to 11 days to | | +| | | | receive. Also, | | +| | | | priority | | +| | | | shipping is | | +| | | | available for | | +| | | | $14.95. As you | | +| | | | may be aware, | | +| | | | shipping to | | +| | | | your area takes | | +| | | | longer than the | | +| | | | standard time | | +| | | | frame. Just | | +| | | | like when you | | +| | | | receive any | | +| | | | other package | | +| | | | from the US. | | +| | | | Are you | | +| | | | interested in | | +| | | | continuing with | | +| | | | your upgrade?¶ | | +| | | | Once an order | | +| | | | is created, | | +| | | | Contoso is unable | | +| | | | to change | | +| | | | equipment until | | +| | | | the new | | +| | | | equipment is | | +| | | | activated.¶ If | | +| | | | the customer | | +| | | | needs to use | | +| | | | different | | +| | | | equipment, | | +| | | | update the | | +| | | | IMEI/SIM.¶ ¶ | | +| | | | Procedures¶ | | +| | | | See Orders | | +| | | | Products - OPUS | | +| | | | - Business.Conf | | +| | | | irm the | | +| | | | shipping | | +| | | | address with | | +| | | | the customer. | | +| | | | Do not | | +| | | | proactively | | +| | | | offer to ship | | +| | | | to an alternate | | +| | | | address. ¶ An | | +| | | | alternate | | +| | | | address is an | | +| | | | address other | | +| | | | than the | | +| | | | address listed | | +| | | | as the | | +| | | | customer's | | +| | | | billing, PPU, | | +| | | | or FAN profile | | +| | | | address.For | | +| | | | additional | | +| | | | details, review | | +| | | | the Shipping | | +| | | | Rules and | | +| | | | Guidelines.¶ | | +| | | | If the customer | | +| | | | wants to ship | | +| | | | to a different | | +| | | | address:¶ | | +| | | | Follow these | | +| | | | guidelines and | | +| | | | steps for the | | +| | | | Fraud Call Out | | +| | | | Process when a | | +| | | | customer | | +| | | | requests to | | +| | | | ship to another | | +| | | | address. See | | +| | | | Fraud & Social | | +| | | | Engineering | | +| | | | Call Handling | | +| | | | Procedures - | | +| | | | BCSS.Requests | | +| | | | to ship to an | | +| | | | alternate | | +| | | | address are | | +| | | | sometimes a red | | +| | | | flag for | | +| | | | fraud.¶ | | +| | | | Eligibility is | | +| | | | reset when | | +| | | | moving from the | | +| | | | Order Summary | | +| | | | screen to the | | +| | | | Shopping Cart | | +| | | | screen in OPUS, | | +| | | | even if you do | | +| | | | not complete | | +| | | | the order.If | | +| | | | the customer | | +| | | | does not want | | +| | | | to fulfill the | | +| | | | order, reverse | | +| | | | the upgrade in | | +| | | | OPUS.If the | | +| | | | order failed, | | +| | | | explain to the | | +| | | | customer why | | +| | | | the order | | +| | | | failed and note | | +| | | | the account. | | +| | | | Typical reasons | | +| | | | include:¶ | | +| | | | Credit card | | +| | | | payment | | +| | | | declinedDevice | | +| | | | not available¶ | | +| | | | ¶ Parking Not | | +| | | | Successful¶ | | +| | | | Complete the | | +| | | | order Equipment | | +| | | | Upgrade using | | +| | | | Product Only | | +| | | | Order flow. See | | +| | | | Orders Products | | +| | | | - OPUS - | | +| | | | Business. If | | +| | | | the rate plan | | +| | | | and/or features | | +| | | | were changed, | | +| | | | set the proper | | +| | | | expectations.If | | +| | | | you receive an | | +| | | | error with | | +| | | | Source: | | +| | | | Content: | | +| | | | Provisioning | | +| | | | International | | +| | | | Roaming | | +| | | | Features under | | +| | | | code ICR2 for | | +| | | | instructions | | +| | | | Back to Top | | +| | | | Eligibility | | +| | | | CRU (FAN/Non- | | +| | | | FAN | | +| | | | Customers with | | +| | | | international | | +| | | | service already | | +| | | | provisioned are | | +| | | | eligible.  | | +| | | | Enterprise GBS | | +| | | | - All | | +| | | | international | | +| | | | services are | | +| | | | available to | | +| | | | Enterprise | | +| | | | customers | | +| | | | (TLG/NBI - | | +| | | | credit class A, | | +| | | | J, M) at time | | +| | | | of activation. | | +| | | | All other CRU | | +| | | | customers - | | +| | | | Eligibility | | +| | | | rules are as | | +| | | | follows:  | | +| | | | Three months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN  A good | | +| | | | payment | | +| | | | history  No | | +| | | | current fraud | | +| | | | hotline  | | +| | | | SIG | | +| | | | Eligibility | | +| | | | rules are as | | +| | | | follows:  | | +| | | | Three months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN  A good | | +| | | | payment | | +| | | | history  No | | +| | | | current fraud | | +| | | | hotline  The | | +| | | | billing system | | +| | | | automatically | | +| | | | checks the | | +| | | | above | | +| | | | eligibility | | +| | | | rules upon | | +| | | | provisioning. | | +| | | |  See | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Back to Top | | +| | | | Provisioning | | +| | | | International | | +| | | | Feature Already | | +| | | | Provisioned | | +| | | | Assist the | | +| | | | customer with | | +| | | | their request. | | +| | | | Verify Feature | | +| | | | is Provisioned | | +| | | | Verify the | | +| | | | feature is in | | +| | | | the billing | | +| | | | system | | +| | | | (Telegence). | | +| | | | Verify the | | +| | | | information in | | +| | | | TORCH matches | | +| | | | the feature in | | +| | | | the billing | | +| | | | system. | | +| | | | If Then | | +| | | | Not Provisioned | | +| | | | Correctly | | +| | | | Follow Check | | +| | | | International | | +| | | | Features | | +| | | | Provisioning - | | +| | | | TORCH | | +| | | | Provisioned | | +| | | | Correctly | | +| | | | Review the | | +| | | | feature | | +| | | | expectations | | +| | | | with the | | +| | | | customer in | | +| | | | step 4 of | | +| | | | the No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | section. | | +| | | | Add / Change | | +| | | | Feature Follow | | +| | | | the No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | procedures. | | +| | | | Remove Feature | | +| | | | What I Need to | | +| | | | Know | | +| | | | Determine why | | +| | | | the customer is | | +| | | | removing the | | +| | | | feature: | | +| | | | Removal of | | +| | | | features also | | +| | | | automatically | | +| | | | removes the | | +| | | | international | | +| | | | roaming.  Allo | | +| | | | wed/Internation | | +| | | | al Dialing | | +| | | | Allowed | | +| | | | features. Refer | | +| | | | to the OPUS | | +| | | | Hub. Customer | | +| | | | Service must | | +| | | | re-add the | | +| | | | standard child | | +| | | | SOCs if the | | +| | | | customer still | | +| | | | wants to use | | +| | | | international | | +| | | | long distance | | +| | | | or | | +| | | | international | | +| | | | roaming on a | | +| | | | PPU rate.  To | | +| | | | ensure this | | +| | | | feature is not | | +| | | | re-added in | | +| | | | future sweeps, | | +| | | | add ICR2 to the | | +| | | | customer's | | +| | | | account.  | | +| | | | For assistance | | +| | | | with prorated | | +| | | | charges, review | | +| | | | Partial-Month | | +| | | | Charges and | | +| | | | Credits.  | | +| | | | Proactively | | +| | | | obtain/verify | | +| | | | email addresses | | +| | | | for the post | | +| | | | call | | +| | | | verification to | | +| | | | arrive via | | +| | | | email. | | +| | | | International | | +| | | | calls bill | | +| | | | based on the | | +| | | | date of the | | +| | | | call and the | | +| | | | features | | +| | | | available on | | +| | | | that date. | | +| | | | Features do not | | +| | | | need to remain | | +| | | | on the account | | +| | | | until all calls | | +| | | | have billed.  | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know How | | +| | | | the next bill | | +| | | | will appear and | | +| | | | charges may | | +| | | | take 60 days to | | +| | | | appear on the | | +| | | | bill.  | | +| | | | Customers do | | +| | | | not need an | | +| | | | International | | +| | | | Long Distance | | +| | | | feature to dial | | +| | | | countries | | +| | | | within the | | +| | | | North American | | +| | | | Numbering plan: | | +| | | | For more | | +| | | | information, | | +| | | | see | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired). | | +| | | | The Post Call | | +| | | | Notification | | +| | | | (PCN) arrives | | +| | | | via email or is | | +| | | | available | | +| | | | online within | | +| | | | 48 hours from | | +| | | | the feature | | +| | | | effective | | +| | | | date.  | | +| | | | International | | +| | | | calls bill | | +| | | | based on the | | +| | | | date of the | | +| | | | call and the | | +| | | | features | | +| | | | available on | | +| | | | that date.  | | +| | | | Expired Rate | | +| | | | Plans/Features: | | +| | | | Advise customer | | +| | | | that we are | | +| | | | unable to re- | | +| | | | add the feature | | +| | | | once it is | | +| | | | removed.  | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | 1 Confirm the | | +| | | | customer's | | +| | | | eligibility. | | +| | | | If not | | +| | | | eligible, and | | +| | | | requesting an | | +| | | | exception, foll | | +| | | | ow Internationa | | +| | | | l Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | 2 Use the | | +| | | | Wireless Travel | | +| | | | Guide to | | +| | | | determine | | +| | | | equipment | | +| | | | compatibility, | | +| | | | which is found | | +| | | | under Available | | +| | | | Technology. | | +| | | | If equipment is | | +| | | | not compatible, | | +| | | | set | | +| | | | expectations | | +| | | | with the | | +| | | | customer that | | +| | | | they are not | | +| | | | able to roam | | +| | | | internationally | | +| | | | based on | | +| | | | equipment | | +| | | | compatibility. | | +| | | | Provide upgrade | | +| | | | options. | | +| | | | 3 Review the | | +| | | | offer.BCSS | | +| | | | representatives | | +| | | | are required to | | +| | | | fully discuss | | +| | | | and provision | | +| | | | all | | +| | | | international | | +| | | | features and | | +| | | | rate plan adds | | +| | | | and | | +| | | | changes.Where | | +| | | | are you | | +| | | | traveling? | | +| | | | Wireless Travel | | +| | | | Guide   maps.g | | +| | | | oogle.com  | | +| | | | Cruise Ship | | +| | | | Roaming | | +| | | | Always ask the | | +| | | | customer if | | +| | | | they will be on | | +| | | | a cruise ship, | | +| | | | and, if | | +| | | | applicable, | | +| | | | review cruise | | +| | | | ship rates. | | +| | | | Cruise ship | | +| | | | packages are | | +| | | | available for | | +| | | | Consumer, Contoso | | +| | | | Signature | | +| | | | Program and CRU | | +| | | | customers. | | +| | | | Refer to AT& | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 89 | What is the | The Cruise | Content: N: | 10 | +| | difference | OTC package | Customer has | | +| | between a | is | usage on/in: | | +| | Cruise OTC | specifically | How the | | +| | package and | for usage on | customer's | | +| | the current | a cruise | usage rated: | | +| | IDP or | ship and is | Cruise package | | +| | Business | rated | Cruise ship | | +| | Passport | differently | Mexico Canada | | +| | packages? | than other d | A Caribbean | | +| | | estinations. | Island | | +| | | IDP/Passport | Mexico and | | +| | | packages are | Canada rated by | | +| | | for usage in | the domestic | | +| | | other intern | rate plan. | | +| | | ational dest | Only Cruise | | +| | | inations. | ship usage is | | +| | | Business | rated by the | | +| | | Passport | cruise ship | | +| | | packages are | package. All | | +| | | similar to | other usage in | | +| | | IDP/Passport | IDP/Passport | | +| | | packages but | destinations is | | +| | | are | rated by | | +| | | specifically | IDP/Passport if | | +| | | for business | added, | | +| | | customers. | otherwise will | | +| | | (Source: | rate as pay- | | +| | | context) | per-use. See | | +| | | | Cruise packages | | +| | | | for additional | | +| | | | support. | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: T | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages. | | +| | | | Review Rates | | +| | | | and Coverage | | +| | | | Only offer | | +| | | | current | | +| | | | available | | +| | | | offers. | | +| | | | External Site | | +| | | | www.att.com/glo | | +| | | | bal 4 | | +| | | | Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso | | +| | | | World: www.att. | | +| | | | com/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Roaming | | +| | | | Refer to How to | | +| | | | Use Your Phone | | +| | | | Outside of the | | +| | | | U.S. - BCSS. | | +| | | | Calls placed or | | +| | | | received from | | +| | | | cruise ships | | +| | | | are not | | +| | | | discounted. | | +| | | | For rates and | | +| | | | details, see | | +| | | | Contoso Cruise | | +| | | | One-Time Charge | | +| | | | (OTC) | | +| | | | Packages.  | | +| | | | Provide the | | +| | | | external number | | +| | | | (+1.314.925.692 | | +| | | | 5) for troubles | | +| | | | hooting.  | | +| | | | This call is | | +| | | | free from the | | +| | | | customer's | | +| | | | wireless phone | | +| | | | while traveling | | +| | | | internationally | | +| | | | .  There is a | | +| | | | charge if the | | +| | | | call is from a | | +| | | | wired phone; | | +| | | | however, Contoso | | +| | | | obtains a | | +| | | | callback number | | +| | | | and calls the | | +| | | | customer back | | +| | | | to minimize | | +| | | | costs to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key.  | | +| | | | For BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | International | | +| | | | Traveling - | | +| | | | Passport or | | +| | | | Global | | +| | | | Messaging | | +| | | | features | | +| | | | Sending - | | +| | | | Messages are | | +| | | | unlimited and | | +| | | | do not draw | | +| | | | from a domestic | | +| | | | messaging plan: | | +| | | | ◦No matter | | +| | | | where you send | | +| | | | it (individual | | +| | | | to individual | | +| | | | only) | | +| | | | Example: While | | +| | | | in Italy, | | +| | | | sending a | | +| | | | message to | | +| | | | someone else in | | +| | | | Italy, or | | +| | | | someone back to | | +| | | | the U.S.  | | +| | | | Receiving - | | +| | | | Domestic | | +| | | | messaging rate | | +| | | | applies to | | +| | | | messages | | +| | | | received: | | +| | | | Messages can | | +| | | | come from any | | +| | | | international | | +| | | | location, or | | +| | | | from the U.S.  | | +| | | | Customers with | | +| | | | an unlimited | | +| | | | messaging | | +| | | | domestic plan, | | +| | | | such as Mobile | | +| | | | Share Advantage | | +| | | | plans, receive | | +| | | | unlimited | | +| | | | messaging while | | +| | | | traveling.  | | +| | | | Voicemail | | +| | | | Voicemail | | +| | | | Charges If | | +| | | | the device is | | +| | | | turned on and | | +| | | | registering on | | +| | | | a foreign | | +| | | | carrier's | | +| | | | GSM/GPRS/UMTS | | +| | | | network, | | +| | | | unanswered | | +| | | | calls that | | +| | | | route to the | | +| | | | Contoso voicemail | | +| | | | system are | | +| | | | charged as an | | +| | | | international | | +| | | | roaming | | +| | | | incoming call | | +| | | | to the device. | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming.  | | +| | | | Visual | | +| | | | Voicemail ( | | +| | | | Source: | | +| | | | Content: News & | | +| | | | UpdatesEffectiv | | +| | | | e May 10, 2023: | | +| | | | Passport (OTC | | +| | | | and Recurring) | | +| | | | packages and | | +| | | | Contoso Passport | | +| | | | Pro were | | +| | | | grandfathered | | +| | | | for | | +| | | | Business/CRU | | +| | | | subscribers.  | | +| | | | Recurring Passp | | +| | | | ort/Passport | | +| | | | Pro subscribers | | +| | | | can keep their | | +| | | | package until | | +| | | | they expire it. | | +| | | | New Contoso | | +| | | | Business | | +| | | | Passport (22GB) | | +| | | | offer launched | | +| | | | to market. | | +| | | |  Details can be | | +| | | | found in Contoso | | +| | | | Business | | +| | | | Passport - | | +| | | | BCSS. | | +| | | | Effective | | +| | | | November 1, | | +| | | | 2022: Lebanon | | +| | | | is no longer | | +| | | | included in IDP | | +| | | | or Passport/Pas | | +| | | | sport Pro and | | +| | | | cellular data | | +| | | | service is no | | +| | | | longer | | +| | | | available | | +| | | | there.  Voice | | +| | | | and texting | | +| | | | will be | | +| | | | available at | | +| | | | Pay-Per-Use | | +| | | | rates only. | | +| | | | Select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights will be | | +| | | | included in IDP | | +| | | | and Passport/Pa | | +| | | | ssport Pro | | +| | | | Travel with | | +| | | | peace of | | +| | | | mindShare your | | +| | | | travel | | +| | | | adventures with | | +| | | | unlimited | | +| | | | texts.Pay for | | +| | | | one month or | | +| | | | set up | | +| | | | recurring | | +| | | | charges for | | +| | | | extended | | +| | | | trips.Stay | | +| | | | connected in | | +| | | | over 210 | | +| | | | countries. | | +| | | | Note: See | | +| | | | Feature and | | +| | | | Plans | | +| | | | Compatibility | | +| | | | List for | | +| | | | important | | +| | | | billing and | | +| | | | plan | | +| | | | comparisons. | | +| | | | Pick your plan | | +| | | | Contoso Passport | | +| | | | 2GB (CRU only) | | +| | | |   Contoso | | +| | | | Passport 6GB | | +| | | | (CRU only) | | +| | | |   Contoso | | +| | | | Passport Pro | | +| | | | 10GB   | | +| | | | $70 mo./per | | +| | | | device   $140 | | +| | | | mo./per device | | +| | | |   $200 mo./per | | +| | | | device | | +| | | | One-time charge | | +| | | | or recurring.Ov | | +| | | | erage: $30/GB | | +| | | | One-time | | +| | | | charge or recur | | +| | | | ring.Overage: | | +| | | | $30/GB   | | +| | | | Recurring | | +| | | | only.No | | +| | | | Overage.Data | | +| | | | speed slows to | | +| | | | max of 256Kbps | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD70Recurrin | | +| | | | g: IRRPAD70 | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD140Recurri | | +| | | | ng: IRRPAD140 | | +| | | | Includes 250 | | +| | | | minutesOverage: | | +| | | | $0.45 per | | +| | | | minute Contoso | | +| | | | International | | +| | | | Calling include | | +| | | | dSOCsOTC: | | +| | | | N/ARecurring: | | +| | | | IRPPRO200 | | +| | | | See details. | | +| | | | See details. | | +| | | | See details. | | +| | | | Up to 30 days: | | +| | | | Plans auto- | | +| | | | expire 30 days | | +| | | | after the | | +| | | | effective | | +| | | | date.30+ days: | | +| | | | Monthly | | +| | | | recurring plans | | +| | | | for smartphone/ | | +| | | | feature phone | | +| | | | devices & data | | +| | | | only devices | | +| | | | require the | | +| | | | customer to | | +| | | | retain the plan | | +| | | | for a minimum | | +| | | | of 2 months. (1 | | +| | | | month for Contoso | | +| | | | Passport Pro). | | +| | | |   Plans Prior | | +| | | | to October 16, | | +| | | | 2019 Make the | | +| | | | most of your | | +| | | | travels Turn | | +| | | | off your | | +| | | | messaging apps, | | +| | | | disable | | +| | | | automatic | | +| | | | updates and | | +| | | | background | | +| | | | refreshes to | | +| | | | make your data | | +| | | | go further. | | +| | | | Keep track of | | +| | | | your data | | +| | | | usage: iOS | | +| | | | device: | | +| | | | Go to Settings | | +| | | | > Cellular. | | +| | | | Scroll to the | | +| | | | bottom and tap | | +| | | | Reset | | +| | | | Statistics. | | +| | | | Android device: | | +| | | | Usage is | | +| | | | tracked by bill | | +| | | | cycle. Make a | | +| | | | note of how | | +| | | | much data has | | +| | | | been used when | | +| | | | you arrive. You | | +| | | | can also search | | +| | | | for a data | | +| | | | usage app on | | +| | | | Google Play. | | +| | | | With Wi-Fi | | +| | | | Calling, you | | +| | | | can call back | | +| | | | to the U.S. at | | +| | | | no additional | | +| | | | charge. If | | +| | | | you have Contoso | | +| | | | Passport, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | country you're | | +| | | | in, are billed | | +| | | | at the low | | +| | | | Passport per- | | +| | | | minute rate. | | +| | | | If you have | | +| | | | Contoso Passport | | +| | | | Pro, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | one you're in, | | +| | | | are included in | | +| | | | your package | | +| | | | minutes. | | +| | | | For more | | +| | | | information, | | +| | | | read the Contoso | | +| | | | Passport travel | | +| | | | tips. The | | +| | | | Rules! | | +| | | | Customer has | | +| | | | less than 90 | | +| | | | days tenure? | | +| | | | BCSS - transfer | | +| | | | to Fraud | | +| | | | following | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | (available to | | +| | | | BCSS, Mobility | | +| | | | - CLG, CS - ATS | | +| | | | /PAC/Prepaid/MS | | +| | | | &S, VSE, Fraud, | | +| | | | and NSP - | | +| | | | External) Do | | +| | | | not add plans | | +| | | | during the | | +| | | | processing of | | +| | | | BAN-to-BAN | | +| | | | moves, CTN | | +| | | | change, cancel | | +| | | | or suspension. | | +| | | | Duplicate | | +| | | | charges bill if | | +| | | | you do. Remove | | +| | | | the | | +| | | | International | | +| | | | Roaming Block | | +| | | | (NIRM) feature | | +| | | | before adding | | +| | | | the plan: | | +| | | | The customer | | +| | | | may contact | | +| | | | Contoso to re-add | | +| | | | it when they | | +| | | | return from | | +| | | | their travels. | | +| | | | Only one at a | | +| | | | time! Just one | | +| | | | plan can be | | +| | | | active on a CTN | | +| | | | at a time: | | +| | | | Source: | | +| | | | Content: , they | | +| | | | may prefer to | | +| | | | select Contoso | | +| | | | Passport Pro. | | +| | | | Customers are | | +| | | | still able to | | +| | | | change back and | | +| | | | forth between | | +| | | | IDPIDP or IDPBM | | +| | | | on the one hand | | +| | | | and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pros on the | | +| | | | other hand, | | +| | | | depending on | | +| | | | their travel | | +| | | | needs. If a | | +| | | | customer | | +| | | | already has | | +| | | | both an IDP (or | | +| | | | IDPBM) feature | | +| | | | and a Passport | | +| | | | (or Passport | | +| | | | Pro) feature on | | +| | | | a their line as | | +| | | | of 7/15, the | | +| | | | customer should | | +| | | | remove either | | +| | | | the IDP (or | | +| | | | IDPBM) feature | | +| | | | or the Passport | | +| | | | (or Passport | | +| | | | Pro) feature to | | +| | | | avoid incurring | | +| | | | charges from | | +| | | | both features | | +| | | | when they | | +| | | | travel. If | | +| | | | the customer | | +| | | | chooses to have | | +| | | | its Passport or | | +| | | | Passport Pro | | +| | | | feature | | +| | | | removed, | | +| | | | remember to | | +| | | | backdate the | | +| | | | removal to the | | +| | | | original start | | +| | | | date for One- | | +| | | | Time Charge | | +| | | | Passport or to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle for | | +| | | | Recurring | | +| | | | Passport or | | +| | | | Passport Pro. | | +| | | | If the customer | | +| | | | has already | | +| | | | been billed for | | +| | | | both IDP (or | | +| | | | IDPBM) and | | +| | | | Passport (or | | +| | | | Passport Pro), | | +| | | | a credit can be | | +| | | | issued for the | | +| | | | feature being | | +| | | | removed, | | +| | | | following your | | +| | | | channel | | +| | | | policies. | | +| | | | International | | +| | | | Roaming Offer | | +| | | | Matrix | | +| | | | Destination | | +| | | | Lead Offer | | +| | | | Fall Back Offer | | +| | | | Other Options | | +| | | | Mexico & Canada | | +| | | | Contoso Business | | +| | | | Unlimited Plans | | +| | | | (Elite, | | +| | | | Performance, | | +| | | | Starter, Web- | | +| | | | Only) Take | | +| | | | the U.S. plan | | +| | | | to Mexico and | | +| | | | Canada at no | | +| | | | additional | | +| | | | cost. IDP* or | | +| | | | IDPBM** Use | | +| | | | the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | Rest of World | | +| | | | IDP* or IDPBM** | | +| | | | Use the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | N/A Effective | | +| | | | 7/15/20, IDP's | | +| | | | roam zone | | +| | | | increased to | | +| | | | 210+ countries | | +| | | | and matches | | +| | | | IDPBM, Passport | | +| | | | and Passport | | +| | | | Pro. Customers | | +| | | | adding packages | | +| | | | beginning on | | +| | | | that date are | | +| | | | restricted from | | +| | | | having both an | | +| | | | IDP or IDPBM | | +| | | | package AND a | | +| | | | Passport or | | +| | | | Passport Pro | | +| | | | package. | | +| | | | Customers who | | +| | | | have both | | +| | | | before 7/15/20 | | +| | | | are expected to | | +| | | | decide which | | +| | | | package they | | +| | | | want to keep | | +| | | | (in order to | | +| | | | avoid being | | +| | | | charged under | | +| | | | both). ** | | +| | | | IDPBM is only | | +| | | | available for | | +| | | | CRU lines on | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plans and | | +| | | | should always | | +| | | | be the choice | | +| | | | for customers | | +| | | | with such | | +| | | | plans. Mexico | | +| | | | Domestic rate | | +| | | | plans that | | +| | | | include travel | | +| | | | in Mexico with | | +| | | | no roaming | | +| | | | charges take | | +| | | | priority over | | +| | | | IDPIDP and | | +| | | | IDPBM for usage | | +| | | | in Mexico, so | | +| | | | no daily fee is | | +| | | | charged while | | +| | | | in Mexico. | | +| | | | Mexico roaming | | +| | | | bonus is not | | +| | | | compatible with | | +| | | | IDPIDP or | | +| | | | IDPBM. | | +| | | | Starting in | | +| | | | mid-October | | +| | | | 2022 & ending | | +| | | | November 1, | | +| | | | 2022, IDP | | +| | | | customers in | | +| | | | Lebanon will be | | +| | | | notified via | | +| | | | text that | | +| | | | Lebanon will no | | +| | | | longer be | | +| | | | included in IDP | | +| | | | and data | | +| | | | service will no | | +| | | | longer be | | +| | | | available in | | +| | | | Lebanon as of | | +| | | | November 1st. | | +| | | | Starting | | +| | | | November 1, | | +| | | | Pay-Per-Use | | +| | | | rates | | +| | | | (hyperlink to | | +| | | | PPU CCKM | | +| | | | article) for | | +| | | | voice and | | +| | | | messaging will | | +| | | | apply in | | +| | | | Lebanon.  Data | | +| | | | usage will not | | +| | | | be available. | | +| | | | Eligible Airlin | | +| | | | es/flights: Vis | | +| | | | it https://www. | | +| | | | aeromobile.net/ | | +| | | | airlines/ | | +| | | | Provisioning | | +| | | | Contoso will not | | +| | | | automatically | | +| | | | enroll most | | +| | | | customers in | | +| | | | IDP when on an | | +| | | | eligible | | +| | | | AeroMobile | | +| | | | enabled | | +| | | | international | | +| | | | flight, the | | +| | | | customer should | | +| | | | add it prior to | | +| | | | takeoff Cost | | +| | | | (same as IDP | | +| | | | destinations) | | +| | | | IDP - $10 a day | | +| | | | for each line | | +| | | | on the account  | | +| | | | IDPM - $10 a | | +| | | | day for at | | +| | | | least 1 line on | | +| | | | the account; $5 | | +| | | | a day for up to | | +| | | | 4 other lines | | +| | | | on the account | | +| | | | when charged a | | +| | | | daily fee on | | +| | | | the same | | +| | | | calendar date.  | | +| | | | If the customer | | +| | | | lands in an | | +| | | | included IDP | | +| | | | destination, | | +| | | | the 24-hour | | +| | | | usage period | | +| | | | continues, and | | +| | | | no additional | | +| | | | daily fees are | | +| | | | charged until | | +| | | | the 24-hour | | +| | | | usage period is | | +| | | | over. Find out | | +| | | | more on How it | | +| | | | Works Selling | | +| | | | Tips ✓ Simple | | +| | | | - One-time | | +| | | | enrollment | | +| | | | process with no | | +| | | | monthly charge. | | +| | | | Pay a daily fee | | +| | | | instead. ✓ | | +| | | | Flexible - | | +| | | | Daily fee per | | +| | | | device is only | | +| | | | charged when | | +| | | | there is usage | | +| | | | in an included | | +| | | | country. ✓ | | +| | | | Domestic Data, | | +| | | | Talk & Text - | | +| | | | Customers use | | +| | | | their domestic | | +| | | | data plan | | +| | | | internationally | | +| | | | without paying | | +| | | | additional data | | +| | | | roaming fees. | | +| | | | (Non-unlimited | | +| | | | plans may | | +| | | | result in | | +| | | | domestic | | +| | | | overage | | +| | | | charges.) ✓ | | +| | | | Comprehensive - | | +| | | | Customers can | | +| | | | relax, we've | | +| | | | got them | | +| | | | covered! IDP | | +| | | | and IDPBM are | | +| | | | now available | | +| | | | in over 210 | | +| | | | countries. Set | | +| | | | Expectations | | +| | | | IDPBM rate plan | | +| | | | requirements: | | +| | | | Source: | | +| | | | Content: | | +| | | | Customers can | | +| | | | easily purchase | | +| | | | and manage new | | +| | | | bundled | | +| | | | international | | +| | | | features in | | +| | | | Premier. The | | +| | | | benefits to | | +| | | | this are:¶ ¶ | | +| | | | Improves | | +| | | | customer | | +| | | | satisfaction. | | +| | | | Increases | | +| | | | options for | | +| | | | international | | +| | | | features. | | +| | | | Provides best | | +| | | | value for | | +| | | | international | | +| | | | features. | | +| | | | Reduces | | +| | | | forgotten | | +| | | | international | | +| | | | packages on | | +| | | | accounts. ¶ ¶ | | +| | | | Passport: | | +| | | | Smartphone | | +| | | | packages | | +| | | | include a data | | +| | | | allotment of | | +| | | | 2GB or 6GB, | | +| | | | with $30/GB | | +| | | | overage, | | +| | | | unlimited | | +| | | | messaging, and | | +| | | | discount per | | +| | | | minute calling | | +| | | | rates at $.35 | | +| | | | per minute. | | +| | | | Available for a | | +| | | | one-time charge | | +| | | | (OTC) or MRC. | | +| | | | Passport Pro: | | +| | | | Smartphone | | +| | | | package | | +| | | | includes a data | | +| | | | allotment of | | +| | | | 10GB, with data | | +| | | | speed slowed to | | +| | | | 256Kbps for | | +| | | | rest of bill | | +| | | | period, | | +| | | | unlimited | | +| | | | messaging, 250 | | +| | | | included | | +| | | | minutes ($.45 | | +| | | | per min | | +| | | | overage), and | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to the | | +| | | | world with Contoso | | +| | | | World Connect. | | +| | | | Data-only | | +| | | | device packages | | +| | | | include a data | | +| | | | allotment of | | +| | | | 2GB, 6GB, or | | +| | | | 10GB. Available | | +| | | | for a OTC | | +| | | | (excluding | | +| | | | 10GB) or MRC. | | +| | | | Available in | | +| | | | the Passport | | +| | | | footprint of | | +| | | | over 200 | | +| | | | countries | | +| | | | listed on att.c | | +| | | | om/globalcountr | | +| | | | ies. For | | +| | | | package | | +| | | | details, rates, | | +| | | | and coverage | | +| | | | areas, see:¶ a | | +| | | | tt.com/passport | | +| | | | business.att.co | | +| | | | m/passportpro¶ | | +| | | | OTC Passport | | +| | | | Packages¶ ¶ | | +| | | | Terms: OTC | | +| | | | Passport | | +| | | | packages are | | +| | | | for those who | | +| | | | travel from | | +| | | | 1-30 days. They | | +| | | | are valid for | | +| | | | 30 days and | | +| | | | expire | | +| | | | automatically. | | +| | | | Billing: | | +| | | | Passport bills | | +| | | | as an OTC that | | +| | | | applies on the | | +| | | | selected start | | +| | | | date. ¶ The | | +| | | | OTC doesn't | | +| | | | prorate if | | +| | | | expired early | | +| | | | and the | | +| | | | remaining days, | | +| | | | allowance, and | | +| | | | discounted | | +| | | | rates are | | +| | | | lost.¶ | | +| | | | Allowances: An | | +| | | | allowance with | | +| | | | a Passport | | +| | | | package rolls | | +| | | | over to the | | +| | | | next bill cycle | | +| | | | if not used up | | +| | | | in the first | | +| | | | bill cycle. | | +| | | | MRC Passport | | +| | | | Packages ¶ ¶ | | +| | | | Terms: | | +| | | | Recurring | | +| | | | Passport | | +| | | | packages are | | +| | | | for frequent or | | +| | | | extended stay | | +| | | | travelers, have | | +| | | | a 2-month | | +| | | | minimum term | | +| | | | for the 2GB and | | +| | | | 6GB packages, | | +| | | | and a 1-month | | +| | | | minimum term | | +| | | | for the 10GB | | +| | | | package, and | | +| | | | don't auto- | | +| | | | expire unless a | | +| | | | rep adds an | | +| | | | expiration date | | +| | | | in Telegence. | | +| | | | Billing: | | +| | | | Recurring | | +| | | | Passport and | | +| | | | Passport Pro | | +| | | | packages are | | +| | | | billed as an | | +| | | | MRC, which | | +| | | | bills monthly | | +| | | | until its | | +| | | | expiration or | | +| | | | removal from | | +| | | | the account. ¶ | | +| | | | The MRC | | +| | | | prorates upon | | +| | | | removal, but | | +| | | | the data | | +| | | | allowance | | +| | | | doesn't. Each | | +| | | | month, a new | | +| | | | recurring | | +| | | | Passport | | +| | | | allowance is | | +| | | | available for | | +| | | | use.¶ | | +| | | | Allowances: | | +| | | | With recurring | | +| | | | Passport or | | +| | | | Passport Pro | | +| | | | packages, the | | +| | | | MRC allowance | | +| | | | expires at the | | +| | | | end of each | | +| | | | bill cycle. | | +| | | | Additional | | +| | | | Information¶ ¶ | | +| | | | Contoso Passport | | +| | | | and Contoso | | +| | | | Passport Pro in | | +| | | | Premier FAQ. | | +| | | | Contoso World | | +| | | | Connect | | +| | | | Advantage and | | +| | | | Contoso World | | +| | | | Connect Value | | +| | | | (link not | | +| | | | available to | | +| | | | WSP). If you | | +| | | | have a | | +| | | | question, | | +| | | | submit a BRC | | +| | | | ticket by | | +| | | | choosing | | +| | | | Premier > | | +| | | | Training & | | +| | | | Support > | | +| | | | Questions. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 90 | What is the | Cruise ship | Content: N: | 7 | +| | difference | usage is | Customer has | | +| | between a | rated by the | usage on/in: | | +| | Cruise OTC | cruise ship | How the | | +| | package and | package, | customer's | | +| | the current | while all | usage rated: | | +| | IDP pr | other usage | Cruise package | | +| | Business | in | Cruise ship | | +| | Passport | IDP/Passport | Mexico Canada | | +| | packages? | destinations | A Caribbean | | +| | | is rated by | Island | | +| | | IDP/Passport | Mexico and | | +| | | if added, | Canada rated by | | +| | | otherwise | the domestic | | +| | | will rate as | rate plan. | | +| | | pay-per-use. | Only Cruise | | +| | | (Source: | ship usage is | | +| | | Content: N) | rated by the | | +| | | The IDP and | cruise ship | | +| | | Passport | package. All | | +| | | packages are | other usage in | | +| | | available | IDP/Passport | | +| | | for use in | destinations is | | +| | | over 210 | rated by | | +| | | countries | IDP/Passport if | | +| | | and provide | added, | | +| | | a low daily | otherwise will | | +| | | fee for | rate as pay- | | +| | | usage. | per-use. See | | +| | | (Source: | Cruise packages | | +| | | Content: T I | for additional | | +| | | nternational | support. | | +| | | Roaming | Customer has a | | +| | | Offer | domestic rate | | +| | | Matrix) The | plan that does | | +| | | Passport | not include | | +| | | packages | international | | +| | | include a | roaming. | | +| | | data | Extras on | | +| | | allotment, | customer's CTN: | | +| | | unlimited | Customer has | | +| | | messaging, | usage on/in: | | +| | | and | How the | | +| | | discounted | customer's | | +| | | per minute | usage rated: | | +| | | calling | Cruise package | | +| | | rates, while | Cruise ship | | +| | | the Passport | Mexico Canada | | +| | | Pro package | A Caribbean | | +| | | includes a | Island | | +| | | larger data | Cruise | | +| | | allotment, | ship usage is | | +| | | unlimited | rated by the | | +| | | messaging, | cruise ship | | +| | | discounted | package. | | +| | | calling from | All other usage | | +| | | the US to | in IDP/Passport | | +| | | the world, | destinations is | | +| | | and slower | rated by | | +| | | data speeds | IDP/Passport if | | +| | | after the | added, | | +| | | allotment is | otherwise will | | +| | | used. | rate as pay- | | +| | | (Source: | per-use. | | +| | | Content: T | Provisioning | | +| | | Selling | Consumer/SIG | | +| | | Tips) | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: T | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages. | | +| | | | Review Rates | | +| | | | and Coverage | | +| | | | Only offer | | +| | | | current | | +| | | | available | | +| | | | offers. | | +| | | | External Site | | +| | | | www.att.com/glo | | +| | | | bal 4 | | +| | | | Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso | | +| | | | World: www.att. | | +| | | | com/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Roaming | | +| | | | Refer to How to | | +| | | | Use Your Phone | | +| | | | Outside of the | | +| | | | U.S. - BCSS. | | +| | | | Calls placed or | | +| | | | received from | | +| | | | cruise ships | | +| | | | are not | | +| | | | discounted. | | +| | | | For rates and | | +| | | | details, see | | +| | | | Contoso Cruise | | +| | | | One-Time Charge | | +| | | | (OTC) | | +| | | | Packages.  | | +| | | | Provide the | | +| | | | external number | | +| | | | (+1.314.925.692 | | +| | | | 5) for troubles | | +| | | | hooting.  | | +| | | | This call is | | +| | | | free from the | | +| | | | customer's | | +| | | | wireless phone | | +| | | | while traveling | | +| | | | internationally | | +| | | | .  There is a | | +| | | | charge if the | | +| | | | call is from a | | +| | | | wired phone; | | +| | | | however, Contoso | | +| | | | obtains a | | +| | | | callback number | | +| | | | and calls the | | +| | | | customer back | | +| | | | to minimize | | +| | | | costs to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key.  | | +| | | | For BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | International | | +| | | | Traveling - | | +| | | | Passport or | | +| | | | Global | | +| | | | Messaging | | +| | | | features | | +| | | | Sending - | | +| | | | Messages are | | +| | | | unlimited and | | +| | | | do not draw | | +| | | | from a domestic | | +| | | | messaging plan: | | +| | | | ◦No matter | | +| | | | where you send | | +| | | | it (individual | | +| | | | to individual | | +| | | | only) | | +| | | | Example: While | | +| | | | in Italy, | | +| | | | sending a | | +| | | | message to | | +| | | | someone else in | | +| | | | Italy, or | | +| | | | someone back to | | +| | | | the U.S.  | | +| | | | Receiving - | | +| | | | Domestic | | +| | | | messaging rate | | +| | | | applies to | | +| | | | messages | | +| | | | received: | | +| | | | Messages can | | +| | | | come from any | | +| | | | international | | +| | | | location, or | | +| | | | from the U.S.  | | +| | | | Customers with | | +| | | | an unlimited | | +| | | | messaging | | +| | | | domestic plan, | | +| | | | such as Mobile | | +| | | | Share Advantage | | +| | | | plans, receive | | +| | | | unlimited | | +| | | | messaging while | | +| | | | traveling.  | | +| | | | Voicemail | | +| | | | Voicemail | | +| | | | Charges If | | +| | | | the device is | | +| | | | turned on and | | +| | | | registering on | | +| | | | a foreign | | +| | | | carrier's | | +| | | | GSM/GPRS/UMTS | | +| | | | network, | | +| | | | unanswered | | +| | | | calls that | | +| | | | route to the | | +| | | | Contoso voicemail | | +| | | | system are | | +| | | | charged as an | | +| | | | international | | +| | | | roaming | | +| | | | incoming call | | +| | | | to the device. | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming.  | | +| | | | Visual | | +| | | | Voicemail ( | | +| | | | Source: | | +| | | | Content: News & | | +| | | | UpdatesEffectiv | | +| | | | e May 10, 2023: | | +| | | | Passport (OTC | | +| | | | and Recurring) | | +| | | | packages and | | +| | | | Contoso Passport | | +| | | | Pro were | | +| | | | grandfathered | | +| | | | for | | +| | | | Business/CRU | | +| | | | subscribers.  | | +| | | | Recurring Passp | | +| | | | ort/Passport | | +| | | | Pro subscribers | | +| | | | can keep their | | +| | | | package until | | +| | | | they expire it. | | +| | | | New Contoso | | +| | | | Business | | +| | | | Passport (22GB) | | +| | | | offer launched | | +| | | | to market. | | +| | | |  Details can be | | +| | | | found in Contoso | | +| | | | Business | | +| | | | Passport - | | +| | | | BCSS. | | +| | | | Effective | | +| | | | November 1, | | +| | | | 2022: Lebanon | | +| | | | is no longer | | +| | | | included in IDP | | +| | | | or Passport/Pas | | +| | | | sport Pro and | | +| | | | cellular data | | +| | | | service is no | | +| | | | longer | | +| | | | available | | +| | | | there.  Voice | | +| | | | and texting | | +| | | | will be | | +| | | | available at | | +| | | | Pay-Per-Use | | +| | | | rates only. | | +| | | | Select | | +| | | | AeroMobile® | | +| | | | enabled | | +| | | | international | | +| | | | flights will be | | +| | | | included in IDP | | +| | | | and Passport/Pa | | +| | | | ssport Pro | | +| | | | Travel with | | +| | | | peace of | | +| | | | mindShare your | | +| | | | travel | | +| | | | adventures with | | +| | | | unlimited | | +| | | | texts.Pay for | | +| | | | one month or | | +| | | | set up | | +| | | | recurring | | +| | | | charges for | | +| | | | extended | | +| | | | trips.Stay | | +| | | | connected in | | +| | | | over 210 | | +| | | | countries. | | +| | | | Note: See | | +| | | | Feature and | | +| | | | Plans | | +| | | | Compatibility | | +| | | | List for | | +| | | | important | | +| | | | billing and | | +| | | | plan | | +| | | | comparisons. | | +| | | | Pick your plan | | +| | | | Contoso Passport | | +| | | | 2GB (CRU only) | | +| | | |   Contoso | | +| | | | Passport 6GB | | +| | | | (CRU only) | | +| | | |   Contoso | | +| | | | Passport Pro | | +| | | | 10GB   | | +| | | | $70 mo./per | | +| | | | device   $140 | | +| | | | mo./per device | | +| | | |   $200 mo./per | | +| | | | device | | +| | | | One-time charge | | +| | | | or recurring.Ov | | +| | | | erage: $30/GB | | +| | | | One-time | | +| | | | charge or recur | | +| | | | ring.Overage: | | +| | | | $30/GB   | | +| | | | Recurring | | +| | | | only.No | | +| | | | Overage.Data | | +| | | | speed slows to | | +| | | | max of 256Kbps | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD70Recurrin | | +| | | | g: IRRPAD70 | | +| | | | $0.35 per | | +| | | | minute for | | +| | | | callsSOCsOTC: I | | +| | | | RPPAD140Recurri | | +| | | | ng: IRRPAD140 | | +| | | | Includes 250 | | +| | | | minutesOverage: | | +| | | | $0.45 per | | +| | | | minute Contoso | | +| | | | International | | +| | | | Calling include | | +| | | | dSOCsOTC: | | +| | | | N/ARecurring: | | +| | | | IRPPRO200 | | +| | | | See details. | | +| | | | See details. | | +| | | | See details. | | +| | | | Up to 30 days: | | +| | | | Plans auto- | | +| | | | expire 30 days | | +| | | | after the | | +| | | | effective | | +| | | | date.30+ days: | | +| | | | Monthly | | +| | | | recurring plans | | +| | | | for smartphone/ | | +| | | | feature phone | | +| | | | devices & data | | +| | | | only devices | | +| | | | require the | | +| | | | customer to | | +| | | | retain the plan | | +| | | | for a minimum | | +| | | | of 2 months. (1 | | +| | | | month for Contoso | | +| | | | Passport Pro). | | +| | | |   Plans Prior | | +| | | | to October 16, | | +| | | | 2019 Make the | | +| | | | most of your | | +| | | | travels Turn | | +| | | | off your | | +| | | | messaging apps, | | +| | | | disable | | +| | | | automatic | | +| | | | updates and | | +| | | | background | | +| | | | refreshes to | | +| | | | make your data | | +| | | | go further. | | +| | | | Keep track of | | +| | | | your data | | +| | | | usage: iOS | | +| | | | device: | | +| | | | Go to Settings | | +| | | | > Cellular. | | +| | | | Scroll to the | | +| | | | bottom and tap | | +| | | | Reset | | +| | | | Statistics. | | +| | | | Android device: | | +| | | | Usage is | | +| | | | tracked by bill | | +| | | | cycle. Make a | | +| | | | note of how | | +| | | | much data has | | +| | | | been used when | | +| | | | you arrive. You | | +| | | | can also search | | +| | | | for a data | | +| | | | usage app on | | +| | | | Google Play. | | +| | | | With Wi-Fi | | +| | | | Calling, you | | +| | | | can call back | | +| | | | to the U.S. at | | +| | | | no additional | | +| | | | charge. If | | +| | | | you have Contoso | | +| | | | Passport, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | country you're | | +| | | | in, are billed | | +| | | | at the low | | +| | | | Passport per- | | +| | | | minute rate. | | +| | | | If you have | | +| | | | Contoso Passport | | +| | | | Pro, Wi-Fi | | +| | | | calls to other | | +| | | | countries, | | +| | | | including the | | +| | | | one you're in, | | +| | | | are included in | | +| | | | your package | | +| | | | minutes. | | +| | | | For more | | +| | | | information, | | +| | | | read the Contoso | | +| | | | Passport travel | | +| | | | tips. The | | +| | | | Rules! | | +| | | | Customer has | | +| | | | less than 90 | | +| | | | days tenure? | | +| | | | BCSS - transfer | | +| | | | to Fraud | | +| | | | following | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | (available to | | +| | | | BCSS, Mobility | | +| | | | - CLG, CS - ATS | | +| | | | /PAC/Prepaid/MS | | +| | | | &S, VSE, Fraud, | | +| | | | and NSP - | | +| | | | External) Do | | +| | | | not add plans | | +| | | | during the | | +| | | | processing of | | +| | | | BAN-to-BAN | | +| | | | moves, CTN | | +| | | | change, cancel | | +| | | | or suspension. | | +| | | | Duplicate | | +| | | | charges bill if | | +| | | | you do. Remove | | +| | | | the | | +| | | | International | | +| | | | Roaming Block | | +| | | | (NIRM) feature | | +| | | | before adding | | +| | | | the plan: | | +| | | | The customer | | +| | | | may contact | | +| | | | Contoso to re-add | | +| | | | it when they | | +| | | | return from | | +| | | | their travels. | | +| | | | Only one at a | | +| | | | time! Just one | | +| | | | plan can be | | +| | | | active on a CTN | | +| | | | at a time: | | +| | | | Source: | | +| | | | Content: , they | | +| | | | may prefer to | | +| | | | select Contoso | | +| | | | Passport Pro. | | +| | | | Customers are | | +| | | | still able to | | +| | | | change back and | | +| | | | forth between | | +| | | | IDPIDP or IDPBM | | +| | | | on the one hand | | +| | | | and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pros on the | | +| | | | other hand, | | +| | | | depending on | | +| | | | their travel | | +| | | | needs. If a | | +| | | | customer | | +| | | | already has | | +| | | | both an IDP (or | | +| | | | IDPBM) feature | | +| | | | and a Passport | | +| | | | (or Passport | | +| | | | Pro) feature on | | +| | | | a their line as | | +| | | | of 7/15, the | | +| | | | customer should | | +| | | | remove either | | +| | | | the IDP (or | | +| | | | IDPBM) feature | | +| | | | or the Passport | | +| | | | (or Passport | | +| | | | Pro) feature to | | +| | | | avoid incurring | | +| | | | charges from | | +| | | | both features | | +| | | | when they | | +| | | | travel. If | | +| | | | the customer | | +| | | | chooses to have | | +| | | | its Passport or | | +| | | | Passport Pro | | +| | | | feature | | +| | | | removed, | | +| | | | remember to | | +| | | | backdate the | | +| | | | removal to the | | +| | | | original start | | +| | | | date for One- | | +| | | | Time Charge | | +| | | | Passport or to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle for | | +| | | | Recurring | | +| | | | Passport or | | +| | | | Passport Pro. | | +| | | | If the customer | | +| | | | has already | | +| | | | been billed for | | +| | | | both IDP (or | | +| | | | IDPBM) and | | +| | | | Passport (or | | +| | | | Passport Pro), | | +| | | | a credit can be | | +| | | | issued for the | | +| | | | feature being | | +| | | | removed, | | +| | | | following your | | +| | | | channel | | +| | | | policies. | | +| | | | International | | +| | | | Roaming Offer | | +| | | | Matrix | | +| | | | Destination | | +| | | | Lead Offer | | +| | | | Fall Back Offer | | +| | | | Other Options | | +| | | | Mexico & Canada | | +| | | | Contoso Business | | +| | | | Unlimited Plans | | +| | | | (Elite, | | +| | | | Performance, | | +| | | | Starter, Web- | | +| | | | Only) Take | | +| | | | the U.S. plan | | +| | | | to Mexico and | | +| | | | Canada at no | | +| | | | additional | | +| | | | cost. IDP* or | | +| | | | IDPBM** Use | | +| | | | the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | Rest of World | | +| | | | IDP* or IDPBM** | | +| | | | Use the plan in | | +| | | | over 210 | | +| | | | countries for a | | +| | | | low daily fee. | | +| | | | Passport/Passpo | | +| | | | rt Pro | | +| | | | Monthly | | +| | | | packages to | | +| | | | stay connected | | +| | | | for an extended | | +| | | | period in over | | +| | | | 210 countries. | | +| | | | N/A Effective | | +| | | | 7/15/20, IDP's | | +| | | | roam zone | | +| | | | increased to | | +| | | | 210+ countries | | +| | | | and matches | | +| | | | IDPBM, Passport | | +| | | | and Passport | | +| | | | Pro. Customers | | +| | | | adding packages | | +| | | | beginning on | | +| | | | that date are | | +| | | | restricted from | | +| | | | having both an | | +| | | | IDP or IDPBM | | +| | | | package AND a | | +| | | | Passport or | | +| | | | Passport Pro | | +| | | | package. | | +| | | | Customers who | | +| | | | have both | | +| | | | before 7/15/20 | | +| | | | are expected to | | +| | | | decide which | | +| | | | package they | | +| | | | want to keep | | +| | | | (in order to | | +| | | | avoid being | | +| | | | charged under | | +| | | | both). ** | | +| | | | IDPBM is only | | +| | | | available for | | +| | | | CRU lines on | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plans and | | +| | | | should always | | +| | | | be the choice | | +| | | | for customers | | +| | | | with such | | +| | | | plans. Mexico | | +| | | | Domestic rate | | +| | | | plans that | | +| | | | include travel | | +| | | | in Mexico with | | +| | | | no roaming | | +| | | | charges take | | +| | | | priority over | | +| | | | IDPIDP and | | +| | | | IDPBM for usage | | +| | | | in Mexico, so | | +| | | | no daily fee is | | +| | | | charged while | | +| | | | in Mexico. | | +| | | | Mexico roaming | | +| | | | bonus is not | | +| | | | compatible with | | +| | | | IDPIDP or | | +| | | | IDPBM. | | +| | | | Starting in | | +| | | | mid-October | | +| | | | 2022 & ending | | +| | | | November 1, | | +| | | | 2022, IDP | | +| | | | customers in | | +| | | | Lebanon will be | | +| | | | notified via | | +| | | | text that | | +| | | | Lebanon will no | | +| | | | longer be | | +| | | | included in IDP | | +| | | | and data | | +| | | | service will no | | +| | | | longer be | | +| | | | available in | | +| | | | Lebanon as of | | +| | | | November 1st. | | +| | | | Starting | | +| | | | November 1, | | +| | | | Pay-Per-Use | | +| | | | rates | | +| | | | (hyperlink to | | +| | | | PPU CCKM | | +| | | | article) for | | +| | | | voice and | | +| | | | messaging will | | +| | | | apply in | | +| | | | Lebanon.  Data | | +| | | | usage will not | | +| | | | be available. | | +| | | | Eligible Airlin | | +| | | | es/flights: Vis | | +| | | | it https://www. | | +| | | | aeromobile.net/ | | +| | | | airlines/ | | +| | | | Provisioning | | +| | | | Contoso will not | | +| | | | automatically | | +| | | | enroll most | | +| | | | customers in | | +| | | | IDP when on an | | +| | | | eligible | | +| | | | AeroMobile | | +| | | | enabled | | +| | | | international | | +| | | | flight, the | | +| | | | customer should | | +| | | | add it prior to | | +| | | | takeoff Cost | | +| | | | (same as IDP | | +| | | | destinations) | | +| | | | IDP - $10 a day | | +| | | | for each line | | +| | | | on the account  | | +| | | | IDPM - $10 a | | +| | | | day for at | | +| | | | least 1 line on | | +| | | | the account; $5 | | +| | | | a day for up to | | +| | | | 4 other lines | | +| | | | on the account | | +| | | | when charged a | | +| | | | daily fee on | | +| | | | the same | | +| | | | calendar date.  | | +| | | | If the customer | | +| | | | lands in an | | +| | | | included IDP | | +| | | | destination, | | +| | | | the 24-hour | | +| | | | usage period | | +| | | | continues, and | | +| | | | no additional | | +| | | | daily fees are | | +| | | | charged until | | +| | | | the 24-hour | | +| | | | usage period is | | +| | | | over. Find out | | +| | | | more on How it | | +| | | | Works Selling | | +| | | | Tips ✓ Simple | | +| | | | - One-time | | +| | | | enrollment | | +| | | | process with no | | +| | | | monthly charge. | | +| | | | Pay a daily fee | | +| | | | instead. ✓ | | +| | | | Flexible - | | +| | | | Daily fee per | | +| | | | device is only | | +| | | | charged when | | +| | | | there is usage | | +| | | | in an included | | +| | | | country. ✓ | | +| | | | Domestic Data, | | +| | | | Talk & Text - | | +| | | | Customers use | | +| | | | their domestic | | +| | | | data plan | | +| | | | internationally | | +| | | | without paying | | +| | | | additional data | | +| | | | roaming fees. | | +| | | | (Non-unlimited | | +| | | | plans may | | +| | | | result in | | +| | | | domestic | | +| | | | overage | | +| | | | charges.) ✓ | | +| | | | Comprehensive - | | +| | | | Customers can | | +| | | | relax, we've | | +| | | | got them | | +| | | | covered! IDP | | +| | | | and IDPBM are | | +| | | | now available | | +| | | | in over 210 | | +| | | | countries. Set | | +| | | | Expectations | | +| | | | IDPBM rate plan | | +| | | | requirements: | | +| | | | Source: | | +| | | | Content: | | +| | | | Customers can | | +| | | | easily purchase | | +| | | | and manage new | | +| | | | bundled | | +| | | | international | | +| | | | features in | | +| | | | Premier. The | | +| | | | benefits to | | +| | | | this are:¶ ¶ | | +| | | | Improves | | +| | | | customer | | +| | | | satisfaction. | | +| | | | Increases | | +| | | | options for | | +| | | | international | | +| | | | features. | | +| | | | Provides best | | +| | | | value for | | +| | | | international | | +| | | | features. | | +| | | | Reduces | | +| | | | forgotten | | +| | | | international | | +| | | | packages on | | +| | | | accounts. ¶ ¶ | | +| | | | Passport: | | +| | | | Smartphone | | +| | | | packages | | +| | | | include a data | | +| | | | allotment of | | +| | | | 2GB or 6GB, | | +| | | | with $30/GB | | +| | | | overage, | | +| | | | unlimited | | +| | | | messaging, and | | +| | | | discount per | | +| | | | minute calling | | +| | | | rates at $.35 | | +| | | | per minute. | | +| | | | Available for a | | +| | | | one-time charge | | +| | | | (OTC) or MRC. | | +| | | | Passport Pro: | | +| | | | Smartphone | | +| | | | package | | +| | | | includes a data | | +| | | | allotment of | | +| | | | 10GB, with data | | +| | | | speed slowed to | | +| | | | 256Kbps for | | +| | | | rest of bill | | +| | | | period, | | +| | | | unlimited | | +| | | | messaging, 250 | | +| | | | included | | +| | | | minutes ($.45 | | +| | | | per min | | +| | | | overage), and | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to the | | +| | | | world with Contoso | | +| | | | World Connect. | | +| | | | Data-only | | +| | | | device packages | | +| | | | include a data | | +| | | | allotment of | | +| | | | 2GB, 6GB, or | | +| | | | 10GB. Available | | +| | | | for a OTC | | +| | | | (excluding | | +| | | | 10GB) or MRC. | | +| | | | Available in | | +| | | | the Passport | | +| | | | footprint of | | +| | | | over 200 | | +| | | | countries | | +| | | | listed on att.c | | +| | | | om/globalcountr | | +| | | | ies. For | | +| | | | package | | +| | | | details, rates, | | +| | | | and coverage | | +| | | | areas, see:¶ a | | +| | | | tt.com/passport | | +| | | | business.att.co | | +| | | | m/passportpro¶ | | +| | | | OTC Passport | | +| | | | Packages¶ ¶ | | +| | | | Terms: OTC | | +| | | | Passport | | +| | | | packages are | | +| | | | for those who | | +| | | | travel from | | +| | | | 1-30 days. They | | +| | | | are valid for | | +| | | | 30 days and | | +| | | | expire | | +| | | | automatically. | | +| | | | Billing: | | +| | | | Passport bills | | +| | | | as an OTC that | | +| | | | applies on the | | +| | | | selected start | | +| | | | date. ¶ The | | +| | | | OTC doesn't | | +| | | | prorate if | | +| | | | expired early | | +| | | | and the | | +| | | | remaining days, | | +| | | | allowance, and | | +| | | | discounted | | +| | | | rates are | | +| | | | lost.¶ | | +| | | | Allowances: An | | +| | | | allowance with | | +| | | | a Passport | | +| | | | package rolls | | +| | | | over to the | | +| | | | next bill cycle | | +| | | | if not used up | | +| | | | in the first | | +| | | | bill cycle. | | +| | | | MRC Passport | | +| | | | Packages ¶ ¶ | | +| | | | Terms: | | +| | | | Recurring | | +| | | | Passport | | +| | | | packages are | | +| | | | for frequent or | | +| | | | extended stay | | +| | | | travelers, have | | +| | | | a 2-month | | +| | | | minimum term | | +| | | | for the 2GB and | | +| | | | 6GB packages, | | +| | | | and a 1-month | | +| | | | minimum term | | +| | | | for the 10GB | | +| | | | package, and | | +| | | | don't auto- | | +| | | | expire unless a | | +| | | | rep adds an | | +| | | | expiration date | | +| | | | in Telegence. | | +| | | | Billing: | | +| | | | Recurring | | +| | | | Passport and | | +| | | | Passport Pro | | +| | | | packages are | | +| | | | billed as an | | +| | | | MRC, which | | +| | | | bills monthly | | +| | | | until its | | +| | | | expiration or | | +| | | | removal from | | +| | | | the account. ¶ | | +| | | | The MRC | | +| | | | prorates upon | | +| | | | removal, but | | +| | | | the data | | +| | | | allowance | | +| | | | doesn't. Each | | +| | | | month, a new | | +| | | | recurring | | +| | | | Passport | | +| | | | allowance is | | +| | | | available for | | +| | | | use.¶ | | +| | | | Allowances: | | +| | | | With recurring | | +| | | | Passport or | | +| | | | Passport Pro | | +| | | | packages, the | | +| | | | MRC allowance | | +| | | | expires at the | | +| | | | end of each | | +| | | | bill cycle. | | +| | | | Additional | | +| | | | Information¶ ¶ | | +| | | | Contoso Passport | | +| | | | and Contoso | | +| | | | Passport Pro in | | +| | | | Premier FAQ. | | +| | | | Contoso World | | +| | | | Connect | | +| | | | Advantage and | | +| | | | Contoso World | | +| | | | Connect Value | | +| | | | (link not | | +| | | | available to | | +| | | | WSP). If you | | +| | | | have a | | +| | | | question, | | +| | | | submit a BRC | | +| | | | ticket by | | +| | | | choosing | | +| | | | Premier > | | +| | | | Training & | | +| | | | Support > | | +| | | | Questions. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 91 | Which cruise | The Contoso | Content: Stay | 10 | +| | ships are | Cruise | in touch while | | +| | eligible for | packages are | on your cruise! | | +| | the Contoso | available on | We have | | +| | Cruise | over 175 | packages on | | +| | Plans? | cruise ships | over 175 cruise | | +| | | (Source: | ships with no | | +| | | context). | extra charge on | | +| | | | land, in | | +| | | | Mexico, Canada, | | +| | | | and select | | +| | | | Caribbean | | +| | | | islands. Set | | +| | | | Sail and Stay | | +| | | | Connected Stay | | +| | | | connected with | | +| | | | up to 1GB of | | +| | | | data, talk and | | +| | | | unlimited test | | +| | | | on over 175 | | +| | | | cruise ships | | +| | | | with Contoso | | +| | | | Cruise packages | | +| | | | . Effective | | +| | | | June 1, 2023, | | +| | | | Contoso Cruise | | +| | | | packages are | | +| | | | being updated | | +| | | | to create more | | +| | | | value for | | +| | | | customers:  | | +| | | | $100 Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Plus’ | | +| | | | and remains a | | +| | | | $100 One Time | | +| | | | Cost $50 | | +| | | | Package is | | +| | | | renamed ‘Contoso | | +| | | | Cruise Basic’ | | +| | | | and is now a | | +| | | | $60 One Time | | +| | | | Cost | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Smartphones | | +| | | | only | | +| | | | Voice remains | | +| | | | Unlimited | | +| | | | Voice minutes | | +| | | | increase from | | +| | | | 50 minutes to | | +| | | | 100 minutes | | +| | | | Voice overages | | +| | | | reduced from | | +| | | | $2/min to | | +| | | | $1/min | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Text remains | | +| | | | Unlimited | | +| | | | Data allowance | | +| | | | increases from | | +| | | | 200MB to 1GB | | +| | | | Data overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Data allowance | | +| | | | increases from | | +| | | | no data to | | +| | | | 100MB Data | | +| | | | overage | | +| | | | increases in | | +| | | | value from | | +| | | | $2/MB to | | +| | | | $10/100MB | | +| | | | Usage of Cruise | | +| | | | Package is | | +| | | | limited to | | +| | | | eligible Cruise | | +| | | | Ships only | | +| | | | starting | | +| | | | 6/1/23; IDP | | +| | | | will auto- | | +| | | | provision on | | +| | | | land-based | | +| | | | carriers for | | +| | | | eligible | | +| | | | customers. | | +| | | | Prior to | | +| | | | 6/1/23, Cruise | | +| | | | usage was | | +| | | | allowed in | | +| | | | Canada, Mexico | | +| | | | and some | | +| | | | Caribbean | | +| | | | Islands | | +| | | | For customers | | +| | | | that DO NOT | | +| | | | select a Cruise | | +| | | | Package or are | | +| | | | on a non- | | +| | | | eligible ship, | | +| | | | Pay-Per Use | | +| | | | Data remains @ | | +| | | | $2.05/MB for | | +| | | | data, $3/minute | | +| | | | for voice, | | +| | | | $0.50 per SMS & | | +| | | | $1.30 per MMS. | | +| | | | By increasing | | +| | | | the data | | +| | | | allowance in | | +| | | | both packages | | +| | | | and providing | | +| | | | greater value | | +| | | | in data | | +| | | | overages, | | +| | | | recommend a | | +| | | | Cruise package | | +| | | | for your | | +| | | | customers | | +| | | | compared to | | +| | | | Pay-Per-Use | | +| | | | rates! Start | | +| | | | the | | +| | | | conversation | | +| | | | Important | | +| | | | Questions for | | +| | | | the Customer ✔ | | +| | | | Which cruise | | +| | | | line will you | | +| | | | be sailing | | +| | | | on?(Confirm | | +| | | | cruise | | +| | | | line/ship is | | +| | | | listed on | | +| | | | Cruise Ships | | +| | | | Guide  and | | +| | | | record it in | | +| | | | notes.) ✔ How | | +| | | | long will you | | +| | | | be on your crui | | +| | | | se?(Recommend | | +| | | | the right | | +| | | | package(s) to | | +| | | | cover all | | +| | | | usage.) ✔ | | +| | | | Where is your | | +| | | | cruise taking | | +| | | | you?(Recommend | | +| | | | IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport for | | +| | | | when customer | | +| | | | is on shore. | | +| | | | Contoso Cruise | | +| | | | packages do not | | +| | | | cover usage in | | +| | | | port or on | | +| | | | land. ✔ Is | | +| | | | travel in | | +| | | | Mexico or | | +| | | | Canada included | | +| | | | in your | | +| | | | domestic rate | | +| | | | plan?(Rated as | | +| | | | domestic) ✔ | | +| | | | Will you be | | +| | | | using data | | +| | | | while you are | | +| | | | away?(If | | +| | | | estimated data | | +| | | | usage is | | +| | | | greater than | | +| | | | 200MBs, suggest | | +| | | | using IDP for | | +| | | | Business or | | +| | | | Business | | +| | | | Passport when | | +| | | | on the ship in | | +| | | | port or | | +| | | | onshore.) ✔ | | +| | | | Packages are | | +| | | | available on | | +| | | | over 175 cruise | | +| | | | ships. Choose | | +| | | | the cruise | | +| | | | package that's | | +| | | | right for you! | | +| | | | Auto expires in | | +| | | | 30 days! There | | +| | | | are two plans | | +| | | | to choose from, | | +| | | | depending on | | +| | | | your device | | +| | | | type: Contoso | | +| | | | Cruise Plus | | +| | | |  $100 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk | | +| | | | and Text*: | | +| | | | Unlimited  ✔ | | +| | | | Data: 1GB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance  ✔ | | +| | | | Available for | | +| | | | smartphones & t | | +| | | | ablets *Standar | | +| | | | d domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. Contoso | | +| | | | Cruise Basic | | +| | | |  $60 One-time | | +| | | | charge for 30 | | +| | | | days  ✔ Talk: | | +| | | | 100 minutes; | | +| | | | overage $1.00 | | +| | | | per minute  ✔ | | +| | | | Text*: | | +| | | | Unlimited ✔ | | +| | | | Data:  100MB; | | +| | | | $10.00 per | | +| | | | 100MB if | | +| | | | customer | | +| | | | surpasses data  | | +| | | |  allowance ✔ | | +| | | | Available for | | +| | | | smartphones | | +| | | | only *Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and  | | +| | | |  video messages | | +| | | | received. | | +| | | | Click here | | +| | | | (Contoso Data | | +| | | | Calculator - | | +| | | | Estimate Your | | +| | | | Internet Data | | +| | | | Usage | | +| | | | (att.com)) if | | +| | | | your customer | | +| | | | needs help | | +| | | | determining | | +| | | | their data | | +| | | | needs How do | | +| | | | you add a | | +| | | | cruise ship | | +| | | | package? Contoso | | +| | | | Cruise Ship | | +| | | | packages can be | | +| | | | purchased as of | | +| | | | February 20, | | +| | | | 2020 in these | | +| | | | sales channels: | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS) The | | +| | | | myContoso secured | | +| | | | account What | | +| | | | if the Cruise | | +| | | | package doesn | | +| | | | Source: | | +| | | | Content: 't | | +| | | | cover the | | +| | | | customer's | | +| | | | cruise? If | | +| | | | your Cruise | | +| | | | doesn't qualify | | +| | | | for a Cruise | | +| | | | package No | | +| | | | problem! Your | | +| | | | device | | +| | | | may still work, | | +| | | | but your usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates. Talk | | +| | | | for $3.00 | | +| | | | Text: | | +| | | | $0.50/message, | | +| | | | $1.30/picture | | +| | | | or video | | +| | | | message Data: | | +| | | | $2.05/MB | | +| | | | ($.002/KB)** | | +| | | | Standard | | +| | | | domestic | | +| | | | messaging rates | | +| | | | apply to text, | | +| | | | picture, and | | +| | | | video messages | | +| | | | received.**Usag | | +| | | | e is calculated | | +| | | | in full | | +| | | | kilobyte | | +| | | | increments | | +| | | | ($0.002/KB) and | | +| | | | rounded up to | | +| | | | the next full- | | +| | | | kilobyte | | +| | | | increment. | | +| | | | Details | | +| | | | Eligibility | | +| | | | Requirements & | | +| | | | Restrictions ✔ | | +| | | | Must meet | | +| | | | international | | +| | | | eligibility | | +| | | | requirements. | | +| | | | ✔ Available to | | +| | | | Consumer/IRU/CR | | +| | | | U, FirstNet and | | +| | | | Contoso Signature | | +| | | | Program (SIG) | | +| | | | customers. ✔ | | +| | | | Work with any | | +| | | | domestic rate | | +| | | | plan. ✔ | | +| | | | Required per | | +| | | | CTN. ✔ | | +| | | | Available | | +| | | | for smartphone | | +| | | | and for tablets | | +| | | |  (wearables and | | +| | | | connected car | | +| | | | are excluded). | | +| | | | ✔ Private | | +| | | | yachts, river | | +| | | | cruises, and | | +| | | | ferries do not | | +| | | | qualify for | | +| | | | Cruise OTC | | +| | | | packages. ✔ | | +| | | | Usage is | | +| | | | discounted by | | +| | | | package on over | | +| | | | 175 cruise | | +| | | | ships. ✔ Usage | | +| | | | is billed at | | +| | | | Pay-Per-Use | | +| | | | rates on other | | +| | | | cruise ships. | | +| | | | Selling Tips | | +| | | | Help Consumer | | +| | | | customers | | +| | | | purchase a | | +| | | | package1 in 3 | | +| | | | different ways: | | +| | | | Direct the | | +| | | | customer to | | +| | | | their myContoso | | +| | | | account and | | +| | | | follow the | | +| | | | international | | +| | | | guided flow. | | +| | | | Business | | +| | | | customers can | | +| | | | purchase a | | +| | | | package by | | +| | | | calling | | +| | | | Business | | +| | | | Customer Sales | | +| | | | & Service | | +| | | | (BCSS). | | +| | | | Suggest adding | | +| | | | International | | +| | | | Day Pass for | | +| | | | Business or | | +| | | | Contoso Business | | +| | | | Passport to | | +| | | | cover usage on | | +| | | | land or in | | +| | | | port. | | +| | | | 1Packages are | | +| | | | not available | | +| | | | for | | +| | | | provisioning | | +| | | | via OPUS, | | +| | | | Premier, or the | | +| | | | IVR.2The myContoso | | +| | | | international | | +| | | | guided flow is | | +| | | | frequently | | +| | | | updated; | | +| | | | screenshots may | | +| | | | not always | | +| | | | match the | | +| | | | actual | | +| | | | experience. | | +| | | | Additional Plan | | +| | | | Information | | +| | | | Cruise Packages | | +| | | | Details $60 | | +| | | | Contoso Cruise | | +| | | | Basic $100 | | +| | | | Contoso Cruise | | +| | | | Plus Price | | +| | | | $60 $100 | | +| | | | Eligible | | +| | | | Devices | | +| | | | Smartphones | | +| | | | only | | +| | | | Smartphones and | | +| | | | Tablets | | +| | | | Minutes(Calls | | +| | | | made or | | +| | | | received while | | +| | | | international | | +| | | | roaming) | | +| | | | 100Overage: | | +| | | | $1/minute | | +| | | | Unlimited | | +| | | | Messages sent | | +| | | | (text, picture, | | +| | | | or video) while | | +| | | | international | | +| | | | roaming | | +| | | | (Domestic rates | | +| | | | apply to | | +| | | | messages | | +| | | | received) | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Unlimited Sent | | +| | | | Heads up: | | +| | | | Unlimited | | +| | | | messaging | | +| | | | applies to SMS | | +| | | | and MMS only. | | +| | | | Other messaging | | +| | | | services and | | +| | | | iMessages will | | +| | | | use the data | | +| | | | available in | | +| | | | this package. | | +| | | | Cellular Data | | +| | | | (International | | +| | | | roaming) | | +| | | | 100MBOverage: | | +| | | | $10 per 100MB | | +| | | | 1GBOverage: $10 | | +| | | | per 100MB CRU | | +| | | | SOC IRCSPVMD | | +| | | | IRCSP1GB | | +| | | | FirstNet SOC | | +| | | | (Black SIM) | | +| | | | FNCSPVMD | | +| | | | FNCSP1GB | | +| | | | FirstNet Contoso | | +| | | | SOC(Orange SIM) | | +| | | | IRCSPVMD | | +| | | | IRCSP1GB Other | | +| | | | Details The | | +| | | | customer's | | +| | | | device is | | +| | | | registered on | | +| | | | the ship's | | +| | | | cellular | | +| | | | network when | | +| | | | Cellular at | | +| | | | Sea, 901-18 or | | +| | | | NOR-18 displays | | +| | | | on the device | | +| | | | in the upper- | | +| | | | left side of | | +| | | | the device's | | +| | | | screen. The | | +| | | | customer's | | +| | | | device switches | | +| | | | and registers | | +| | | | on a cellular | | +| | | | network from a | | +| | | | provider in the | | +| | | | country as the | | +| | | | ship approaches | | +| | | | land. When | | +| | | | ships are | | +| | | | docked or | | +| | | | tendered at a | | +| | | | U.S. port, | | +| | | | including | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands, and | | +| | | | the customer is | | +| | | | connected to a | | +| | | | land-based | | +| | | | cellular | | +| | | | carrier, usage | | +| | | | onboard the | | +| | | | ship is billed | | +| | | | at domestic | | +| | | | rates. The OTC | | +| | | | charge: | | +| | | | Bills only once | | +| | | | on the | | +| | | | package's | | +| | | | effective date, | | +| | | | even if the | | +| | | | package crosses | | +| | | | a bill cycle. | | +| | | | Does not pro- | | +| | | | rate. Will | | +| | | | bill once its | | +| | | | effective date | | +| | | | has passed. | | +| | | | Will not bill | | +| | | | if the package | | +| | | | is expired | | +| | | | before or on | | +| | | | its effective | | +| | | | date. Cruise | | +| | | | ships are not | | +| | | | included in | | +| | | | Contoso Business | | +| | | | Passport or | | +| | | | International | | +| | | | Day Pass for Bu | | +| | | | siness packages | | +| | | | . Billing | | +| | | | Priorities | | +| | | | International | | +| | | | usage is rated | | +| | | | in this billing | | +| | | | priority: 1st | | +| | | | - Domestic Rate | | +| | | | Plan, if it | | +| | | | includes | | +| | | | roaming | | +| | | | coverage in | | +| | | | international | | +| | | | countries | | +| | | | (example Mexico | | +| | | | and/or | | +| | | | Canada)2nd - | | +| | | | International | | +| | | | Day Pass3rd - | | +| | | | Passport4th - | | +| | | | Contoso Cruise | | +| | | | Ship Package5th | | +| | | | - Pay per use | | +| | | | Examples of how | | +| | | | rating occurs: | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that | | +| | | | includes Mexico | | +| | | | and Canada. | | +| | | | Extras on | | +| | | | customer's CT | | +| | | | Source: | | +| | | | Content: N: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Mexico and | | +| | | | Canada rated by | | +| | | | the domestic | | +| | | | rate plan. | | +| | | | Only Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. All | | +| | | | other usage in | | +| | | | IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. See | | +| | | | Cruise packages | | +| | | | for additional | | +| | | | support. | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: T | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages. | | +| | | | Review Rates | | +| | | | and Coverage | | +| | | | Only offer | | +| | | | current | | +| | | | available | | +| | | | offers. | | +| | | | External Site | | +| | | | www.att.com/glo | | +| | | | bal 4 | | +| | | | Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso | | +| | | | World: www.att. | | +| | | | com/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Roaming | | +| | | | Refer to How to | | +| | | | Use Your Phone | | +| | | | Outside of the | | +| | | | U.S. - BCSS. | | +| | | | Calls placed or | | +| | | | received from | | +| | | | cruise ships | | +| | | | are not | | +| | | | discounted. | | +| | | | For rates and | | +| | | | details, see | | +| | | | Contoso Cruise | | +| | | | One-Time Charge | | +| | | | (OTC) | | +| | | | Packages.  | | +| | | | Provide the | | +| | | | external number | | +| | | | (+1.314.925.692 | | +| | | | 5) for troubles | | +| | | | hooting.  | | +| | | | This call is | | +| | | | free from the | | +| | | | customer's | | +| | | | wireless phone | | +| | | | while traveling | | +| | | | internationally | | +| | | | .  There is a | | +| | | | charge if the | | +| | | | call is from a | | +| | | | wired phone; | | +| | | | however, Contoso | | +| | | | obtains a | | +| | | | callback number | | +| | | | and calls the | | +| | | | customer back | | +| | | | to minimize | | +| | | | costs to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key.  | | +| | | | For BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | International | | +| | | | Traveling - | | +| | | | Passport or | | +| | | | Global | | +| | | | Messaging | | +| | | | features | | +| | | | Sending - | | +| | | | Messages are | | +| | | | unlimited and | | +| | | | do not draw | | +| | | | from a domestic | | +| | | | messaging plan: | | +| | | | ◦No matter | | +| | | | where you send | | +| | | | it (individual | | +| | | | to individual | | +| | | | only) | | +| | | | Example: While | | +| | | | in Italy, | | +| | | | sending a | | +| | | | message to | | +| | | | someone else in | | +| | | | Italy, or | | +| | | | someone back to | | +| | | | the U.S.  | | +| | | | Receiving - | | +| | | | Domestic | | +| | | | messaging rate | | +| | | | applies to | | +| | | | messages | | +| | | | received: | | +| | | | Messages can | | +| | | | come from any | | +| | | | international | | +| | | | location, or | | +| | | | from the U.S.  | | +| | | | Customers with | | +| | | | an unlimited | | +| | | | messaging | | +| | | | domestic plan, | | +| | | | such as Mobile | | +| | | | Share Advantage | | +| | | | plans, receive | | +| | | | unlimited | | +| | | | messaging while | | +| | | | traveling.  | | +| | | | Voicemail | | +| | | | Voicemail | | +| | | | Charges If | | +| | | | the device is | | +| | | | turned on and | | +| | | | registering on | | +| | | | a foreign | | +| | | | carrier's | | +| | | | GSM/GPRS/UMTS | | +| | | | network, | | +| | | | unanswered | | +| | | | calls that | | +| | | | route to the | | +| | | | Contoso voicemail | | +| | | | system are | | +| | | | charged as an | | +| | | | international | | +| | | | roaming | | +| | | | incoming call | | +| | | | to the device. | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming.  | | +| | | | Visual | | +| | | | Voicemail ( | | +| | | | Source: | | +| | | | Content: ¶ ¶ | | +| | | | Beginning | | +| | | | December 14, | | +| | | | 2022, the | | +| | | | DataPlus and | | +| | | | DataPro plans | | +| | | | are on a sales | | +| | | | hold. Contoso | | +| | | | will not accept | | +| | | | orders for new | | +| | | | services, add- | | +| | | | a-lines, and | | +| | | | rate plan | | +| | | | changes. | | +| | | | However, we | | +| | | | will continue | | +| | | | to allow our | | +| | | | existing | | +| | | | customers on | | +| | | | these plans if | | +| | | | groups have not | | +| | | | reached the | | +| | | | maximum lines | | +| | | | allowed.Now | | +| | | | included Contoso | | +| | | | Call Protect!¶ | | +| | | | ¶ Contoso enables | | +| | | | Call Protect | | +| | | | Service to | | +| | | | Protect Against | | +| | | | Robocalls. | | +| | | | Contoso Call | | +| | | | Protect, a | | +| | | | complimentary | | +| | | | service aimed | | +| | | | at protecting | | +| | | | its users from | | +| | | | automated phone | | +| | | | calls, also | | +| | | | referred to as | | +| | | | robocalls. The | | +| | | | service debuts | | +| | | | after the U.S. | | +| | | | Federal | | +| | | | Communications | | +| | | | asked wireless | | +| | | | companies to | | +| | | | offer free | | +| | | | robocall | | +| | | | blocking | | +| | | | services. ¶ ¶ | | +| | | | Available for | | +| | | | CRU only. | | +| | | | $69.99 | | +| | | | Unlimited Plan | | +| | | | is not eligible | | +| | | | for FAN | | +| | | | discounts. | | +| | | | Make every | | +| | | | attempt to | | +| | | | resolve the | | +| | | | callers issue. | | +| | | | If unable to | | +| | | | resolve the | | +| | | | issue, involve | | +| | | | a team | | +| | | | manager/floor | | +| | | | support rep | | +| | | | (FSR). ¶ ¶ | | +| | | | All customers | | +| | | | on Rollover | | +| | | | plans who want | | +| | | | to migrate to a | | +| | | | new plan (new | | +| | | | price point) | | +| | | | can carry over | | +| | | | only the amount | | +| | | | of Rollover | | +| | | | Minutes equal | | +| | | | to the Anytime | | +| | | | Minutes in the | | +| | | | new plan.¶ ¶ | | +| | | | Walk the | | +| | | | customer | | +| | | | through how to | | +| | | | select a rate | | +| | | | plan using the | | +| | | | self-service | | +| | | | option that | | +| | | | fits their | | +| | | | need:¶ ¶ | | +| | | | Account Type | | +| | | | Online | | +| | | | Smartphone App | | +| | | | CRU/Small | | +| | | | Business (with | | +| | | | FAN) Premier: | | +| | | | wireless.att.co | | +| | | | m/businesscare | | +| | | | ¶ MyATT | | +| | | | Business App: w | | +| | | | ww.att.com/busi | | +| | | | nesssupport/¶ | | +| | | | ¶ Select: | | +| | | | Mobile | | +| | | | Application > | | +| | | | Operating | | +| | | | System > Scan | | +| | | | the QR code to | | +| | | | install the | | +| | | | App.¶ Small | | +| | | | Business (no | | +| | | | FAN), Contoso | | +| | | | Signature | | +| | | | Program | | +| | | | att.com MyATT | | +| | | | App: Text the | | +| | | | word Account to | | +| | | | 8758 to receive | | +| | | | a link to | | +| | | | download the | | +| | | | App. Contoso | | +| | | | Business Nation | | +| | | | Pricing¶ ¶ | | +| | | | Monthly Access | | +| | | | Anytime Minutes | | +| | | | Additional | | +| | | | Minutes | | +| | | | Included Nights | | +| | | | and Weekends | | +| | | | (N&W) Minutes | | +| | | | Included Mobile | | +| | | | to Mobile (M2M) | | +| | | | Minutes $39.99 | | +| | | | 450 Rollover | | +| | | | $0.45 5,000 | | +| | | | Unlimited | | +| | | | $59.99 900 | | +| | | | Rollover $0.40 | | +| | | | Unlimited | | +| | | | $79.99* 1,350 | | +| | | | Rollover $0.35 | | +| | | | $99.99* 2,000 | | +| | | | Rollover $0.25 | | +| | | | $149.99* 4,000 | | +| | | | Rollover | | +| | | | $199.99* 6,000 | | +| | | | Rollover $0.20 | | +| | | | Contoso Nation GSM | | +| | | | Unlimited Voice | | +| | | | Pricing $69.99 | | +| | | | (Unlimited | | +| | | | Voice) | | +| | | | Unlimited N/A | | +| | | | Unlimited | | +| | | | Unlimited | | +| | | | Plans are not | | +| | | | available and | | +| | | | should only be | | +| | | | provisioned to | | +| | | | contracted | | +| | | | business and | | +| | | | government | | +| | | | customers where | | +| | | | contracts do | | +| | | | not allow | | +| | | | unlimited | | +| | | | plans, due to | | +| | | | discounting | | +| | | | restrictions.¶ | | +| | | | ¶ Rules and | | +| | | | Restrictions | | +| | | | for Contoso | | +| | | | Business | | +| | | | Solutions | | +| | | | (ABS)¶ ¶ | | +| | | | Business Nation | | +| | | | plans are | | +| | | | available on:¶ | | +| | | | ¶ Contoso | | +| | | | Corporate | | +| | | | Digital | | +| | | | Advantage | | +| | | | (ACDA)Corporate | | +| | | | Digital | | +| | | | Advantage (CDA) | | +| | | | and related | | +| | | | legacy | | +| | | | contracts | | +| | | | including | | +| | | | NASContoso Mobile | | +| | | | Business | | +| | | | (AMB)Government | | +| | | | contracts such | | +| | | | as: Gov, GovPA, | | +| | | | GSA, CGSA, | | +| | | | WSCA, WSCA PA, | | +| | | | CMSA, CMSA2006, | | +| | | | FSS, or | | +| | | | CFSSWireless | | +| | | | Business | | +| | | | Advantage | | +| | | | (WBA)Regional @ | | +| | | | vantage for | | +| | | | Business | | +| | | | (R@V)Customer | | +| | | | Master Service | | +| | | | Agreement | | +| | | | (CMSA)Business | | +| | | | Service | | +| | | | Agreement | | +| | | | (BSA)See | | +| | | | individual | | +| | | | offer contracts | | +| | | | for additional | | +| | | | terms and | | +| | | | conditions | | +| | | | (T&Cs).¶ For | | +| | | | CMSA and BSA: | | +| | | | contract type | | +| | | | discounts are | | +| | | | available only | | +| | | | for CRUs with a | | +| | | | minimum of five | | +| | | | lines. See | | +| | | | program | | +| | | | description for | | +| | | | rules about | | +| | | | discounts for | | +| | | | contract types | | +| | | | such as ACDA, | | +| | | | CCDA, CDA, AMB, | | +| | | | CBE, and WBA. | | +| | | | Allows GAIT | | +| | | | handsets for | | +| | | | migrating | | +| | | | customers only. | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 92 | Are there | Yes, there | Content: Jump | 10 | +| | other | are other | to: What I Need | | +| | calling | calling | to Do | Feature | | +| | packages | packages | Codes | Selling | | +| | that provide | that provide | Tips | FAQ ¶ ¶ | | +| | discounts on | discounts on | ¶ Contoso | | +| | ILD calling | ILD calling | International | | +| | from the | from the | Calling | | +| | U.S.? | U.S. One | (formerly known | | +| | | such package | as World | | +| | | is Contoso | Connect | | +| | | World | Advantage)¶ | | +| | | Connect | Contoso | | +| | | Value | International | | +| | | (retired), | Calling is a | | +| | | which | feature that | | +| | | provides | can be added to | | +| | | discounted | a postpaid rate | | +| | | calling from | plan. The | | +| | | the U.S. to | package | | +| | | 225 | includes:¶ ¶ | | +| | | countries. | Unlimited | | +| | | Another | calling to | | +| | | package is | Canada and | | +| | | Contoso Interna | Mexico (rated | | +| | | tional | at $0/minute) | | +| | | Calling, | Unlimited | | +| | | which | calling from | | +| | | includes | the U.S. to | | +| | | unlimited | over 85 | | +| | | calling to | countries. | | +| | | Canada and | Discounted | | +| | | Mexico and | calling from | | +| | | discounted | the U.S. to | | +| | | calling to | over 140 | | +| | | over 140 | countries:¶ | | +| | | countries. | For a complete | | +| | | (Source: | list of | | +| | | context) | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.See | | +| | | | Retired Contoso | | +| | | | World Connect | | +| | | | Value Rates for | | +| | | | additional | | +| | | | support.¶ $15 | | +| | | | per month, per | | +| | | | line. Feature | | +| | | | Code ILDWCADV¶ | | +| | | | See feature | | +| | | | codes for a | | +| | | | list on | | +| | | | incompatible | | +| | | | features.¶ If | | +| | | | a customer's | | +| | | | rate plan | | +| | | | doesn't include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/min) | | +| | | | apply to | | +| | | | international | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance. ¶ ¶ | | +| | | | ¶ World | | +| | | | Connect Value | | +| | | | (retired)¶ | | +| | | | Visit retired | | +| | | | rates for | | +| | | | additional | | +| | | | support.World | | +| | | | Connect Value | | +| | | | (retired) is an | | +| | | | ILD MRC | | +| | | | providing | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to 225 | | +| | | | countries. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Calling from | | +| | | | the U.S. to | | +| | | | Mexico and U.S. | | +| | | | to Canada is $0 | | +| | | | per minute. | | +| | | | Discounted | | +| | | | rates to both | | +| | | | wired and | | +| | | | wireless | | +| | | | numbers in over | | +| | | | 225 countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.¶ | | +| | | | $5 per month, | | +| | | | per line. | | +| | | | Feature Code: | | +| | | | ILWCV2 If the | | +| | | | customer's rate | | +| | | | plan doesn't | | +| | | | include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/minute) | | +| | | | apply to ILD | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance.¶ ¶ | | +| | | | Access to links | | +| | | | on this page is | | +| | | | restricted | | +| | | | based on your | | +| | | | profile.¶ ¶ ¶ | | +| | | | What I Need to | | +| | | | Know ¶ Check | | +| | | | eligibility, | | +| | | | using ILD | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Tell the | | +| | | | customer what | | +| | | | is included or | | +| | | | covered. | | +| | | | Provide the | | +| | | | effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Advise | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. ¶ ¶ | | +| | | | ¶ Feature ¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (ILDWCADV) and | | +| | | | SOC is | | +| | | | incompatible | | +| | | | with:¶ ¶ | | +| | | | World Connect | | +| | | | (ILWC) Contoso | | +| | | | Latin America | | +| | | | Talk and Text | | +| | | | (ILDLATT) Contoso | | +| | | | Latin America | | +| | | | Calling | | +| | | | (ILDLATWHP) | | +| | | | Contoso Dominican | | +| | | | Republic | | +| | | | (ILNYDR) Contoso | | +| | | | Caribbean | | +| | | | Calling (ILCC) | | +| | | | Contoso World | | +| | | | Connect for | | +| | | | Agent Sales | | +| | | | (ILWA) Contoso | | +| | | | World Connect | | +| | | | Value East Asia | | +| | | | and India | | +| | | | (ILWCA) The | | +| | | | SOC is also | | +| | | | incompatible | | +| | | | with the | | +| | | | following call | | +| | | | restriction | | +| | | | codes:¶ ¶ ICR | | +| | | | ICR1 ICR2 | | +| | | | ZZNOILD2 | | +| | | | (formerly | | +| | | | ZZNOILD) ¶ ¶ | | +| | | | ¶ Selling | | +| | | | Tips ¶ | | +| | | | Qualifying | | +| | | | Questions¶ ¶ | | +| | | | How often do | | +| | | | you call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | which | | +| | | | countries? How | | +| | | | many family | | +| | | | members or | | +| | | | friends live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your company's | | +| | | | business | | +| | | | require you | | +| | | | often call | | +| | | | another | | +| | | | country? ¶ ¶ | | +| | | | Source: | | +| | | | Content: | | +| | | | Eligibility | | | +| | | | Provisioning | | | +| | | | Troubleshooting | | +| | | | | Additional | | +| | | | Resources What | | +| | | | is | | +| | | | International | | +| | | | Long Distance | | +| | | | The customer is | | +| | | | in the U.S.  | | +| | | | They are using | | +| | | | the mobile | | +| | | | device to | | +| | | | call/send a | | +| | | | message to | | +| | | | someone in a | | +| | | | foreign | | +| | | | country. | | +| | | | Example: The | | +| | | | customer is in | | +| | | | Atlanta placing | | +| | | | a call or | | +| | | | sending a text | | +| | | | message to | | +| | | | Germany.  | | +| | | | Exception: | | +| | | | These countries | | +| | | | and territories | | +| | | | use the North | | +| | | | American Number | | +| | | | plan and the | | +| | | | ILD feature is | | +| | | | not needed to | | +| | | | call: | | +| | | | American | | +| | | | Samoa,* | | +| | | | Anguilla, | | +| | | | Antigua, | | +| | | | Barbuda, | | +| | | | Bahamas, | | +| | | | Barbados, | | +| | | | Bermuda, | | +| | | | British | | +| | | | Dominican | | +| | | | Republic, | | +| | | | Canada, | | +| | | | Grenada, | | +| | | | Jamaica, | | +| | | | Montserrat, St. | | +| | | | Lucia, St. | | +| | | | Kitts, Nevis, | | +| | | | St. Vincent, | | +| | | | the Grenadines, | | +| | | | Sint Maarten | | +| | | | (this is not | | +| | | | St. Martin), | | +| | | | Trinidad, | | +| | | | Tobago, Turks, | | +| | | | Caicos, and | | +| | | | U.S. | | +| | | | territories | | +| | | | (Guam, Northern | | +| | | | Mariana | | +| | | | Islands, Puerto | | +| | | | Rico, and the | | +| | | | USVI) | | +| | | | *Calls to | | +| | | | American Samoa | | +| | | | rate as an | | +| | | | international | | +| | | | toll call. | | +| | | | Recommend an | | +| | | | ILD feature for | | +| | | | customers | | +| | | | calling | | +| | | | American Samoa. | | +| | | | Back to Top | | +| | | | Eligibility | | +| | | | CRU (FAN/Non- | | +| | | | FAN) | | +| | | | Enterprise GBS | | +| | | | - All | | +| | | | international | | +| | | | services are | | +| | | | available to | | +| | | | Enterprise | | +| | | | customers | | +| | | | (TLG/NBI - | | +| | | | credit class A, | | +| | | | J, M) at time | | +| | | | of activation.  | | +| | | | For all other | | +| | | | CRU customers, | | +| | | | eligibility | | +| | | | rules are as | | +| | | | follows:  | | +| | | | Any | | +| | | | international | | +| | | | long distance | | +| | | | service is | | +| | | | available at | | +| | | | activation to | | +| | | | customers in | | +| | | | Contoso Retail | | +| | | | with qualifying | | +| | | | credit | | +| | | | classes.  | | +| | | | Otherwise, 3 | | +| | | | months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN with good | | +| | | | payment history | | +| | | | and no current | | +| | | | fraud hotline | | +| | | | is required.  | | +| | | | SIG | | +| | | | BMC/BME: | | +| | | | Transfer all | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | requests to | | +| | | | provision | | +| | | | international | | +| | | | features to | | +| | | | Consumer | | +| | | | Customer | | +| | | | Service.  | | +| | | | Others: Check | | +| | | | Eligibility  | | +| | | | Three months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN  A good | | +| | | | payment | | +| | | | history  No | | +| | | | current fraud | | +| | | | hotline  | | +| | | | Exception: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | packages do not | | +| | | | require an | | +| | | | eligibility | | +| | | | check, | | +| | | | provision.  | | +| | | | The billing | | +| | | | system | | +| | | | automatically | | +| | | | checks the | | +| | | | above | | +| | | | eligibility | | +| | | | rules upon | | +| | | | provisioning. | | +| | | |  See | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | Eligibility  | | +| | | | Back to Top | | +| | | | Provisioning | | +| | | | International | | +| | | | Feature Already | | +| | | | Provisioned | | +| | | | Assist the | | +| | | | customer with | | +| | | | their request. | | +| | | | Verify Feature | | +| | | | is Provisioned | | +| | | | Verify the | | +| | | | feature is in | | +| | | | the billing | | +| | | | system | | +| | | | (Telegence). | | +| | | | Verify the | | +| | | | information in | | +| | | | TORCH matches | | +| | | | the feature in | | +| | | | the billing | | +| | | | system. | | +| | | | If Then | | +| | | | Not Provisioned | | +| | | | Correctly | | +| | | | Follow Check | | +| | | | International | | +| | | | Features | | +| | | | Provisioning - | | +| | | | TORCH | | +| | | | Provisioned | | +| | | | Correctly | | +| | | | Review the | | +| | | | feature | | +| | | | expectations | | +| | | | with the | | +| | | | customer | | +| | | | in step 3  of | | +| | | | the No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | section. | | +| | | | Add / Change | | +| | | | Feature Follow | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | steps. | | +| | | | Remove Feature | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know | | +| | | | Inform the | | +| | | | customer they | | +| | | | can add and | | +| | | | remove | | +| | | | International | | +| | | | Voice and Data | | +| | | | features: | | +| | | | CRU customers: | | +| | | | Use Premier. | | +| | | | If the feature | | +| | | | is removed or | | +| | | | set to be | | +| | | | removed on a | | +| | | | future date:  | | +| | | | Explain how the | | +| | | | prorated | | +| | | | charges will | | +| | | | appear on the | | +| | | | customer's next | | +| | | | bill following | | +| | | | the feature | | +| | | | removal.  | | +| | | | Explain any | | +| | | | prorated | | +| | | | minutes or | | +| | | | messages, if | | +| | | | applicable.  | | +| | | | Advise the | | +| | | | customer that | | +| | | | dialing to a | | +| | | | country within | | +| | | | the North | | +| | | | American | | +| | | | Numbering plan | | +| | | | does not | | +| | | | require an ILD | | +| | | | feature on the | | +| | | | customer's | | +| | | | mobile number | | +| | | | and they still | | +| | | | have the | | +| | | | ability to dial | | +| | | | to these | | +| | | | countries: | | +| | | | Refer to Intern | | +| | | | ational Long | | +| | | | Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired). | | +| | | | Charges may | | +| | | | take up to 60 | | +| | | | days for | | +| | | | minutes (or | | +| | | | charges) used | | +| | | | outside their | | +| | | | home area to | | +| | | | appear on their | | +| | | | bill. | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | 1 Confirm the | | +| | | | customer's | | +| | | | eligibility. | | +| | | | If not | | +| | | | eligible, and | | +| | | | requesting an | | +| | | | exception, foll | | +| | | | ow Internationa | | +| | | | l Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS. | | +| | | | Per the | | +| | | | exception | | +| | | | process for CRU | | +| | | | customers, | | +| | | | review features | | +| | | | and | | +| | | | expectations | | +| | | | before | | +| | | | requesting an | | +| | | | international | | +| | | | feature. | | +| | | | Source: | | +| | | | Content: | | +| | | | P/IDPBM | | +| | | | countries to | | +| | | | the U.S. and | | +| | | | other IDP/IDPBM | | +| | | | countries. | | +| | | | Calls from | | +| | | | IDP/IDPBM | | +| | | | countries to | | +| | | | non-IDP/IDPBM | | +| | | | countries incur | | +| | | | ILD charges. | | +| | | | For IDP | | +| | | | customers on | | +| | | | non-unlimited | | +| | | | domestic plans, | | +| | | | minutes are | | +| | | | drawn from the | | +| | | | domestic voice | | +| | | | plan allowance | | +| | | | and overage | | +| | | | charges may | | +| | | | apply. Pay- | | +| | | | per-use rates | | +| | | | apply unless a | | +| | | | domestic plan | | +| | | | includes these | | +| | | | countries or an | | +| | | | ILD package is | | +| | | | added. For | | +| | | | details, see at | | +| | | | t.com/worldconn | | +| | | | ect. Available | | +| | | | on phones only. | | +| | | | Unlimited Text | | +| | | | to the World | | +| | | | Applies only to | | +| | | | Contoso Short | | +| | | | Messaging | | +| | | | Service (SMS) | | +| | | | and Multimedia | | +| | | | Messaging | | +| | | | Service (MMS) | | +| | | | and not to | | +| | | | other messaging | | +| | | | services or | | +| | | | applications | | +| | | | like iMessage. | | +| | | | For IDP | | +| | | | customers on | | +| | | | non-unlimited | | +| | | | domestic plans, | | +| | | | messages are | | +| | | | drawn from the | | +| | | | domestic plan's | | +| | | | messaging | | +| | | | allowance and | | +| | | | overage charges | | +| | | | may apply. | | +| | | | Available on | | +| | | | phones only. | | +| | | | Eligibility | | +| | | | IDP and IDPBM | | +| | | | are available | | +| | | | only to | | +| | | | Business and | | +| | | | Government | | +| | | | customers and | | +| | | | only for | | +| | | | Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | lines of | | +| | | | service with a | | +| | | | compatible | | +| | | | device. | | +| | | | However: IDP | | +| | | | can be added to | | +| | | | a CRUs line on | | +| | | | a variety of | | +| | | | domestic | | +| | | | postpaid plans | | +| | | | including | | +| | | | Mobile Select – | | +| | | | Pooled, Mobile | | +| | | | Share Plus for | | +| | | | Business, | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | /Performance/St | | +| | | | arter/Web-Only, | | +| | | | and various | | +| | | | legacy plans. | | +| | | | IDPBM can only | | +| | | | be added to a | | +| | | | CRU line on a | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan. IDP and | | +| | | | IDPBM are not | | +| | | | compatible with | | +| | | | International | | +| | | | Call Restrict | | +| | | | (ZZNOILD2). | | +| | | | While ZZNOILD2 | | +| | | | is used to | | +| | | | restrict | | +| | | | international | | +| | | | long distance, | | +| | | | this same ILD | | +| | | | functionality | | +| | | | is needed to | | +| | | | connect voice | | +| | | | between | | +| | | | countries when | | +| | | | user is roaming | | +| | | | abroad. | | +| | | | Coverage Both | | +| | | | features | | +| | | | require one fee | | +| | | | per day per | | +| | | | device for use | | +| | | | in 210+ | | +| | | | countries. See | | +| | | | att.com/globalc | | +| | | | ountries. Only | | +| | | | 1 daily fee is | | +| | | | charged per | | +| | | | device, even | | +| | | | when the | | +| | | | customer | | +| | | | travels to | | +| | | | multiple | | +| | | | included | | +| | | | countries in | | +| | | | the same day. | | +| | | | IDP and IDPBM | | +| | | | do not include | | +| | | | usage on cruise | | +| | | | ships or airlin | | +| | | | es/flights that | | +| | | | are not AeroMob | | +| | | | ile® enabled. | | +| | | | Additional IDP | | +| | | | & IDPBM Offer | | +| | | | Details Adding | | +| | | | to a Device | | +| | | | Once a customer | | +| | | | adds this | | +| | | | option to a | | +| | | | qualifying CRU | | +| | | | device with a | | +| | | | qualifying rate | | +| | | | plan, IDP and | | +| | | | IDPBM stays on | | +| | | | the customer's | | +| | | | lines until | | +| | | | they remove it | | +| | | | online | | +| | | | (att.com/myatt | | +| | | | or att.com/prem | | +| | | | ier), by | | +| | | | calling | | +| | | | 800.331.0500, | | +| | | | or by | | +| | | | contacting | | +| | | | their Contoso | | +| | | | account | | +| | | | representative. | | +| | | | IDP and IDPBM | | +| | | | can be added on | | +| | | | smartphones, | | +| | | | feature phones, | | +| | | | tablets, MiFi, | | +| | | | and all other | | +| | | | device types | | +| | | | except the | | +| | | | following: | | +| | | | Contoso Wireless | | +| | | | Internet | | +| | | | Connected Cars | | +| | | | Digital cameras | | +| | | | E-readers SONY | | +| | | | Playstation | | +| | | | Tablets on | | +| | | | stand-alone LTE | | +| | | | tablet plans. | | +| | | | Wireless Home | | +| | | | Phone (WHP) | | +| | | | Any brand of | | +| | | | wearable | | +| | | | device. | | +| | | | Incidental Data | | +| | | | Usage Apps on | | +| | | | a device use | | +| | | | data even when | | +| | | | the customer | | +| | | | may not be | | +| | | | aware. Such | | +| | | | usage may | | +| | | | trigger up to | | +| | | | $10 daily fee. | | +| | | | To avoid | | +| | | | unintended use | | +| | | | of IDP or | | +| | | | IDPBM, | | +| | | | customers | | +| | | | should turn off | | +| | | | cellular data | | +| | | | roaming in | | +| | | | their device | | +| | | | settings. Pay- | | +| | | | Per-Use Rates | | +| | | | Apply when | | +| | | | traveling in | | +| | | | non-IDP/IDPBM | | +| | | | countries | | +| | | | and/or when no | | +| | | | package is | | +| | | | added. General | | +| | | | Subject to the | | +| | | | Business or | | +| | | | Government | | +| | | | customer's | | +| | | | applicable | | +| | | | wireless | | +| | | | service | | +| | | | agreement. | | +| | | | Availability, | | +| | | | quality of | | +| | | | coverage, and | | +| | | | services while | | +| | | | roaming are not | | +| | | | guaranteed. | | +| | | | Additional | | +| | | | restrictions | | +| | | | may apply. | | +| | | | Comparison | | +| | | | Chart / Rating | | +| | | | Priorities | | +| | | | Canada Roam | | +| | | | North America | | +| | | | and domestic | | +| | | | rate plans that | | +| | | | include Canada | | +| | | | take priority | | +| | | | over IDPIDP and | | +| | | | IDPBM. | | +| | | | Customers are | | +| | | | not charged a | | +| | | | daily fee while | | +| | | | in Canada. | | +| | | | Canada Roaming | | +| | | | Bonus Save | | +| | | | offer is not | | +| | | | compatible with | | +| | | | IDP. IDP/IDPBM | | +| | | | and Contoso | | +| | | | Passport/Contoso | | +| | | | Passport Pro | | +| | | | As of July 15, | | +| | | | 2020, IDP and | | +| | | | IDPBM has | | +| | | | expanded to | | +| | | | cover 210+ | | +| | | | countries, the | | +| | | | same countries | | +| | | | country | | +| | | | coverage as | | +| | | | Contoso Passport | | +| | | | and Contoso | | +| | | | Passport Pros. | | +| | | | From such date | | +| | | | forward, | | +| | | | customers are | | +| | | | no longer | | +| | | | allowed to have | | +| | | | both IDP or | | +| | | | IDPBM and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pro at the same | | +| | | | time. They must | | +| | | | choose one or | | +| | | | the other. | | +| | | | If a customer | | +| | | | prefers to pay | | +| | | | a daily fee to | | +| | | | use their phone | | +| | | | like they do at | | +| | | | home, they | | +| | | | should select | | +| | | | IDP or IDPBM. | | +| | | | If a customer | | +| | | | is taking a | | +| | | | longer trip, | | +| | | | can limit their | | +| | | | data usage, and | | +| | | | doesn't mind | | +| | | | paying a per | | +| | | | minute rate for | | +| | | | talk, they may | | +| | | | prefer to | | +| | | | select Contoso | | +| | | | Passports. If | | +| | | | they need more | | +| | | | data and/or a | | +| | | | bucket of | | +| | | | minutes Source: | | +| | | | Content: If the | | +| | | | customer has | | +| | | | the appropriate | | +| | | | feature for | | +| | | | International | | +| | | | LD Dialing, are | | +| | | | no restrictions | | +| | | | in TORCH, and | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing see | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS and review | | +| | | | subtopics such | | +| | | | as Country | | +| | | | Codes and | | +| | | | Dialing Interna | | +| | | | tionally.  If | | +| | | | you have | | +| | | | exhausted all | | +| | | | troubleshooting | | +| | | | steps and the | | +| | | | customer is | | +| | | | still unable to | | +| | | | dial long | | +| | | | distance intern | | +| | | | ationally, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS If the | | +| | | | customer has | | +| | | | OfficeDirect | | +| | | | and cannot dial | | +| | | | long distance i | | +| | | | nternationally, | | +| | | | transfer the | | +| | | | caller to BM | | +| | | | IoT. Back to | | +| | | | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: | | +| | | |  Airlines and | | +| | | | aircraft are | | +| | | | subject to | | +| | | | change without | | +| | | | notice. | | +| | | | Passengers of | | +| | | | qualifying | | +| | | | airlines are | | +| | | | not guaranteed | | +| | | | to be on a | | +| | | | flight with | | +| | | | mobile | | +| | | | coverage. | | +| | | | Device must be | | +| | | | on, with | | +| | | | Airplane Mode | | +| | | | and Wi-Fi | | +| | | | turned off and | | +| | | | data roaming | | +| | | | and cellular | | +| | | | data turned on, | | +| | | | to use the | | +| | | | AeroMobile | | +| | | | network. | | +| | | | AeroMobile | | +| | | | service is | | +| | | | available only | | +| | | | at greater than | | +| | | | 200 nautical | | +| | | | miles outside | | +| | | | of the U.S. | | +| | | | border and | | +| | | | above 20,000 | | +| | | | feet cruising | | +| | | | altitude. In | | +| | | | the event of | | +| | | | satellite | | +| | | | interruption or | | +| | | | regulatory | | +| | | | constraint, | | +| | | | AeroMobile | | +| | | | services may be | | +| | | | disrupted or | | +| | | | disabled.Data: | | +| | | | Actual data | | +| | | | speeds vary by | | +| | | | device and | | +| | | | location. If | | +| | | | your domestic | | +| | | | plan includes | | +| | | | Video | | +| | | | Management, or | | +| | | | reduces video | | +| | | | streaming | | +| | | | speed, the same | | +| | | | will apply to | | +| | | | your Passport | | +| | | | Pro package. | | +| | | | Data allowance | | +| | | | must be used in | | +| | | | bill period | | +| | | | provided or | | +| | | | will be | | +| | | | forfeited. | | +| | | | Overage and | | +| | | | Data Speeds: | | +| | | | There are no | | +| | | | data overage | | +| | | | charges. | | +| | | | However, if you | | +| | | | use all your | | +| | | | Passport | | +| | | | package data, | | +| | | | all data usage | | +| | | | is slowed to a | | +| | | | max of 256Kbps | | +| | | | for the rest of | | +| | | | the bill cycle. | | +| | | | All data usage | | +| | | | will be | | +| | | | impacted and | | +| | | | may not be | | +| | | | fully functiona | | +| | | | l.Talk: For | | +| | | | phones only. | | +| | | | Minute | | +| | | | allowance must | | +| | | | be used in bill | | +| | | | period provided | | +| | | | or will be | | +| | | | forfeited. | | +| | | | Overage: If you | | +| | | | use all your | | +| | | | Passport Pro | | +| | | | package | | +| | | | minutes, a | | +| | | | $0.45 per | | +| | | | minute charge | | +| | | | applies to all | | +| | | | calls dialed | | +| | | | and accepted in | | +| | | | Passport | | +| | | | Destinations. | | +| | | | Wi-Fi Calling: | | +| | | | With Wi-Fi | | +| | | | Calling, you | | +| | | | can call back | | +| | | | to the U.S. at | | +| | | | no additional | | +| | | | charge. Calls | | +| | | | to other | | +| | | | destinations, | | +| | | | including the | | +| | | | Passport | | +| | | | Destination | | +| | | | you’re in, | | +| | | | deplete your | | +| | | | Passport Pro | | +| | | | calling | | +| | | | allowance and | | +| | | | may be billed | | +| | | | at the Passport | | +| | | | Pro per minute | | +| | | | rate.Unlimited | | +| | | | Text: For | | +| | | | phones only. | | +| | | | Applies only to | | +| | | | Contoso Short | | +| | | | Messaging | | +| | | | Service (SMS) | | +| | | | and Multimedia | | +| | | | Messaging | | +| | | | Service (MMS), | | +| | | | and not to | | +| | | | other messaging | | +| | | | services or | | +| | | | applications | | +| | | | that use data, | | +| | | | such as | | +| | | | iMessage. | | +| | | | Unless you have | | +| | | | a domestic plan | | +| | | | that includes | | +| | | | unlimited text, | | +| | | | messages | | +| | | | received in | | +| | | | Passport | | +| | | | Destinations | | +| | | | are charged at | | +| | | | your domestic | | +| | | | messaging rates | | +| | | | .International | | +| | | | Day Pass®: For | | +| | | | devices with an | | +| | | | active Passport | | +| | | | Pro package and | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for Business or | | +| | | | similar IDP | | +| | | | offer, IDP | | +| | | | charges will | | +| | | | apply in IDP | | +| | | | Destinations | | +| | | | and usage in | | +| | | | IDP | | +| | | | Destinations | | +| | | | will not | | +| | | | diminish the | | +| | | | Passport Pro | | +| | | | data or talk | | +| | | | allowance or | | +| | | | bill Passport | | +| | | | Pro calling | | +| | | | charges. If you | | +| | | | prefer to use | | +| | | | Passport Pro in | | +| | | | an IDP | | +| | | | Destination, | | +| | | | you must remove | | +| | | | IDP.Cruise | | +| | | | Packages: For | | +| | | | devices with an | | +| | | | active Contoso | | +| | | | Passport Pro | | +| | | | and Contoso Cruise | | +| | | | package, cruise | | +| | | | ship cellular | | +| | | | usage is rated | | +| | | | by the Contoso | | +| | | | Cruise package. | | +| | | |  Passport Pro | | +| | | | charges will | | +| | | | apply to land | | +| | | | usage in Contoso | | +| | | | Cruise included | | +| | | | destinations.In | | +| | | | ternational | | +| | | | Roaming Pay- | | +| | | | Per-Use Rates: | | +| | | | Apply when | | +| | | | package is | | +| | | | removed, when | | +| | | | traveling in | | +| | | | destinations | | +| | | | not included in | | +| | | | Passport Pro | | +| | | | and/or when you | | +| | | | have not added | | +| | | | a package. For | | +| | | | international | | +| | | | roaming pay- | | +| | | | per-use rates, | | +| | | | see att.com/int | | +| | | | lppurates.Servi | | +| | | | ce | | +| | | | Restrictions: | | +| | | | International | | +| | | | use aboard | | +| | | | cruise ships | | +| | | | and on airlines | | +| | | | /flights that | | +| | | | are not | | +| | | | AeroMobile- | | +| | | | enabled is not | | +| | | | included. Not | | +| | | | available for | | +| | | | wireless home | | +| | | | phone services, | | +| | | | connected | | +| | | | vehicles, or | | +| | | | connected | | +| | | | devices. | | +| | | | International | | +| | | | roaming pay- | | +| | | | per-use rates | | +| | | | will apply.Contoso | | +| | | | International | | +| | | | Calling (AIC): | | +| | | | For phones | | +| | | | only. | | +| | | | International | | +| | | | Long Distance | | +| | | | (ILD) Calling: | | +| | | | Includes | | +| | | | unlimited | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 85 | | +| | | | countries and | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | countries; | | +| | | | customers with | | +| | | | select domestic | | +| | | | plans that | | +| | | | include plan | | +| | | | use in Canada | | +| | | | and/or Mexico | | +| | | | can also call | | +| | | | from Canada | | +| | | | and/or Mexico. | | +| | | |  If your | | +| | | | domestic | | +| | | | postpaid | | +| | | | wireless plan | | +| | | | does not | | +| | | | include | | +| | | | unlimited talk, | | +| | | | ILD calls count | | +| | | | against the | | +| | | | monthly | | +| | | | allowance of | | +| | | | voice minutes | | +| | | | under your | | +| | | | domestic plan. | | +| | | | If you exceed | | +| | | | your plan’s | | +| | | | monthly | | +| | | | allowance, | | +| | | | overage charges | | +| | | | will apply. | | +| | | | Latin America: | | +| | | | For customers | | +| | | | with Contoso | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or another | | +| | | | domestic plan | | +| | | | that includes | | +| | | | Roam Latin | | +| | | | AmericaSM for | | +| | | | Business, calls | | +| | | | between | | +| | | | included Latin | | +| | | | American | | +| | | | countries (see | | +| | | | att.com/latamco | | +| | | | untries) and | | +| | | | from included | | +| | | | Latin American | | +| | | | countries to | | +| | | | the U.S. and | | +| | | | any | | +| | | | International | | +| | | | Day Pass (IDP) | | +| | | | for Business | | +| | | | included | | +| | | | destinations | | +| | | | are rated by | | +| | | | Roam Latin | | +| | | | America for | | +| | | | Business.  AIC | | +| | | | discounted | | +| | | | calling will | | +| | | | apply only to | | +| | | | ILD calls from | | +| | | | included Latin | | +| | | | American | | +| | | | countries to | | +| | | | over 10 non-IDP | | +| | | | destinations. | | +| | | |  AIC Countries: | | +| | | | For details on | | +| | | | AIC countries | | +| | | | and rates, go | | +| | | | to att.com/intl | | +| | | | calling (see | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | countries). | | +| | | | Calling to some | | +| | | | countries may | | +| | | | not be | | +| | | | available. | | +| | | | Calls to | | +| | | | special | | +| | | | services, such | | +| | | | as Premium | | +| | | | Rated Services, | | +| | | | may cost more. | | +| | | | Countries and | | +| | | | rates are | | +| | | | subject to | | +| | | | change without | | +| | | | notice. ILD | | +| | | | Pay-Per-Use | | +| | | | Rates: Apply | | +| | | | when Passport | | +| | | | Pro package is | | +| | | | removed, when | | +| | | | calling numbers | | +| | | | not included in | | +| | | | AIC, and/or | | +| | | | when you have | | +| | | | not added an | | +| | | | ILD package. | | +| | | | For ILD pay- | | +| | | | per-use rates, | | +| | | | see att.com/int | | +| | | | lcalling. | | +| | | | Restrictions: | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 93 | Can be added | I don't | Content: | 1 | +| | to Wireless | know. | LLFSWHPB | | +| | Home Phone | | Access for | | +| | (WHP)? | | Wireless Home | | +| | | | Phone | | +| | | | LLFSWHPZB | | +| | | | Access for | | +| | | | Wireless Home | | +| | | | Phone zero | | +| | | | phones | | +| | | | CONNCAR | | +| | | | Connected Car | | +| | | | LLFSSPKB | | +| | | | Access for | | +| | | | HARMAN Spark | | +| | | | LLFSGMB Access | | +| | | | for GM | | +| | | | Connected Car | | +| | | | for Business | | +| | | | Additional SOCs | | +| | | | SOC | | +| | | | Description | | +| | | | ABPLLP10B $10 | | +| | | | ABP for all | | +| | | | tiers (flat | | +| | | | discount) | | +| | | | LLBSDF25B $25 | | +| | | | SDF Next | | +| | | | discount off | | +| | | | all tiers (flat | | +| | | | discount) | | +| | | | LLSDF25BB $25 | | +| | | | SDF discount | | +| | | | off all basic | | +| | | | phones (flat | | +| | | | discount) | | +| | | | LLGUNLB | | +| | | | Business | | +| | | | Unlimited Mix | | +| | | | and Match | | +| | | | Source: | | +| | | | Content: able | | +| | | | device Wi-Fi | | +| | | | Calling is | | +| | | | available on | | +| | | | select iOS and | | +| | | | Android | | +| | | | devices. For a | | +| | | | list of Contoso | | +| | | | Wi-Fi Calling- | | +| | | | capable | | +| | | | devices, visit | | +| | | | the Wi-Fi | | +| | | | Calling Hub. | | +| | | | WIFICALL SOC ¶ | | +| | | | SOC is added | | +| | | | automatically | | +| | | | during the | | +| | | | setup | | +| | | | process.The | | +| | | | WIFICALL SOC | | +| | | | may not be | | +| | | | added by | | +| | | | Customer | | +| | | | Service or | | +| | | | ATS.¶ | | +| | | | Customers must | | +| | | | complete | | +| | | | service setup | | +| | | | via their | | +| | | | device.¶ Do | | +| | | | not submit a | | +| | | | Clarify case to | | +| | | | have WIFICALL | | +| | | | SOC added to | | +| | | | customer's | | +| | | | account.¶ | | +| | | | IPWIFIVM SOC ¶ | | +| | | | To receive VVM | | +| | | | notifications | | +| | | | and messages, | | +| | | | this SOC must | | +| | | | be present on | | +| | | | the line.SOC is | | +| | | | added | | +| | | | automatically | | +| | | | during the | | +| | | | setup process | | +| | | | if the customer | | +| | | | currently uses | | +| | | | VVM.¶ Existing | | +| | | | VVM SOC remains | | +| | | | on the line for | | +| | | | VVM | | +| | | | notification | | +| | | | and retrieval | | +| | | | over cellular.A | | +| | | | cellular | | +| | | | connection is | | +| | | | required for | | +| | | | VVM maintenance | | +| | | | (setup, change | | +| | | | greeting, and | | +| | | | password | | +| | | | reset).¶ ¶ | | +| | | | Wi-Fi Calling | | +| | | | Setup¶ ¶ | | +| | | | Customers set | | +| | | | up Wi-Fi | | +| | | | Calling | | +| | | | directly from | | +| | | | their device.¶ | | +| | | | ¶ Toggle Wi-Fi | | +| | | | Calling to On.¶ | | +| | | | ¶ The steps to | | +| | | | do this may | | +| | | | differ based on | | +| | | | OS; see Wi-Fi | | +| | | | Calling Hub.¶ | | +| | | | Acknowledge | | +| | | | important | | +| | | | information. | | +| | | | Assign an E911 | | +| | | | address | | +| | | | (location where | | +| | | | the customer | | +| | | | will most | | +| | | | likely be using | | +| | | | Wi-Fi | | +| | | | service).¶ | | +| | | | E911 address | | +| | | | can be updated | | +| | | | at any time | | +| | | | from the | | +| | | | device. Follow | | +| | | | the same path | | +| | | | used to turn on | | +| | | | or off Wi-Fi | | +| | | | Calling to | | +| | | | access the E911 | | +| | | | address.¶ | | +| | | | Receive | | +| | | | confirmation of | | +| | | | service being | | +| | | | provisioned.¶ | | +| | | | The WIFICALL | | +| | | | SOC | | +| | | | automatically | | +| | | | is added to the | | +| | | | customer's line | | +| | | | during the | | +| | | | setup process.¶ | | +| | | | Wi-Fi Calling | | +| | | | is provisioned | | +| | | | to the network | | +| | | | via the SOC.¶ | | +| | | | Once set up and | | +| | | | turned on, | | +| | | | calls continue | | +| | | | to connect to | | +| | | | the cellular | | +| | | | network.¶ This | | +| | | | does not mean | | +| | | | the customer's | | +| | | | calls are | | +| | | | automatically | | +| | | | routed over Wi- | | +| | | | Fi.¶ ¶ Dual | | +| | | | SIM devices: | | +| | | | Wi-Fi calling | | +| | | | is setup on a | | +| | | | per line | | +| | | | basis.¶ ¶ Add | | +| | | | WIFIPBL to | | +| | | | block Wi-Fi | | +| | | | Calling service | | +| | | | if requested by | | +| | | | the customer.¶ | | +| | | | ¶ Using Visual | | +| | | | Voicemail with | | +| | | | Wi-Fi Calling ¶ | | +| | | | ¶ ¶ VVM | | +| | | | notification | | +| | | | and retrieval | | +| | | | is available | | +| | | | while using Wi- | | +| | | | Fi Calling.¶ ¶ | | +| | | | VVM over Wi-Fi | | +| | | | requires | | +| | | | IPWIFIVM on the | | +| | | | account.¶ ¶ | | +| | | | This SOC is | | +| | | | included in | | +| | | | initial | | +| | | | provisioning if | | +| | | | the customer | | +| | | | currently | | +| | | | subscribes to | | +| | | | VVM.Customers | | +| | | | must have a | | +| | | | pre-existing | | +| | | | VVM SOC.¶ | | +| | | | Cellular | | +| | | | connection | | +| | | | required for | | +| | | | VVM maintenance | | +| | | | (setup, | | +| | | | greeting | | +| | | | change, and | | +| | | | password | | +| | | | reset). Source: | | +| | | | Content: the | | +| | | | Contoso wireless | | +| | | | network, not | | +| | | | the phone wall | | +| | | | jacks in the | | +| | | | business. Back | | +| | | | to Top AWI | | +| | | | Limitations | | +| | | | Devices | | +| | | | requiring a | | +| | | | traditional | | +| | | | wired | | +| | | | connection are | | +| | | | not supported; | | +| | | | this may | | +| | | | include some | | +| | | | home alarm | | +| | | | systems, | | +| | | | medical | | +| | | | monitors, | | +| | | | faxes, and | | +| | | | credit card | | +| | | | machines. Not | | +| | | | compatible with | | +| | | | SMS/MMS. | | +| | | | International | | +| | | | Roaming is not | | +| | | | permitted. | | +| | | | Plans are not | | +| | | | eligible for | | +| | | | FAN Discounts. | | +| | | | CTN cannot be | | +| | | | an 800 number. | | +| | | | Does not | | +| | | | support collect | | +| | | | /operator | | +| | | | assisted calls, | | +| | | | 500, 700, 900, | | +| | | | 976, and dial- | | +| | | | around services | | +| | | | (such as | | +| | | | 1010-xxxx). | | +| | | | Subject to | | +| | | | Excessive Off- | | +| | | | Network Usage | | +| | | | policy. Back | | +| | | | to Top Here's | | +| | | | How it Works | | +| | | | AWI uses a | | +| | | | device to | | +| | | | connect to the | | +| | | | Contoso wireless | | +| | | | network to | | +| | | | provide both | | +| | | | phone and | | +| | | | Internet | | +| | | | service for the | | +| | | | home. | | +| | | | Customers can | | +| | | | use their | | +| | | | existing | | +| | | | business | | +| | | | phones, and can | | +| | | | wirelessly | | +| | | | connect up to | | +| | | | 40 devices | | +| | | | (desktop | | +| | | | computers, | | +| | | | laptops, | | +| | | | tablets, and | | +| | | | smartphones) to | | +| | | | the Internet | | +| | | | via Wi-Fi, and | | +| | | | one device via | | +| | | | Ethernet. | | +| | | | Share the same | | +| | | | phone line and | | +| | | | data. Multiple | | +| | | | phones can be | | +| | | | connected using | | +| | | | the 2 phone | | +| | | | jacks. Use | | +| | | | multiple phones | | +| | | | at the same | | +| | | | time on the | | +| | | | same call. Use | | +| | | | the Wi-Fi and | | +| | | | Ethernet ports | | +| | | | simultaneously. | | +| | | | AWI device | | +| | | | includes 2 | | +| | | | radios (one | | +| | | | 2.4GHz and one | | +| | | | 5GHz). Wi-Fi | | +| | | | connectivity is | | +| | | | based on a | | +| | | | maximum of 20 | | +| | | | connected | | +| | | | devices per | | +| | | | radio. Not all | | +| | | | Internet- | | +| | | | capable devices | | +| | | | are compatible | | +| | | | with the 5GHz | | +| | | | radio. Set | | +| | | | up the device | | +| | | | anywhere 4G | | +| | | | (LTE/HSPA+) | | +| | | | wireless signal | | +| | | | and an | | +| | | | electrical wall | | +| | | | outlet is | | +| | | | available and | | +| | | | then connect | | +| | | | existing | | +| | | | business phones | | +| | | | and Wi-Fi- | | +| | | | enabled | | +| | | | devices. Back | | +| | | | to Top Offer | | +| | | | Positioning | | +| | | | Ask Discovery | | +| | | | Questions | | +| | | | Determine if | | +| | | | the customer is | | +| | | | a candidate for | | +| | | | AWI. How do | | +| | | | you use your | | +| | | | business phone | | +| | | | today? How | | +| | | | many devices | | +| | | | and people | | +| | | | connect to | | +| | | | Internet? Do | | +| | | | you need to | | +| | | | have access to | | +| | | | your business | | +| | | | phone or | | +| | | | Internet while | | +| | | | away? | | +| | | | Check | | +| | | | Compatibility | | +| | | | AWI is not | | +| | | | compatible | | +| | | | with: | | +| | | | Caller ID on | | +| | | | the phone | | +| | | | handsets | | +| | | | Credit card | | +| | | | machines (non- | | +| | | | wireless) | | +| | | | Complex-wired | | +| | | | business phone | | +| | | | equipment | | +| | | | Medical alert, | | +| | | | home data, or | | +| | | | messaging | | +| | | | services using | | +| | | | wired service | | +| | | | Roadside | | +| | | | assistance | | +| | | | Satellite TV | | +| | | | set top boxes | | +| | | | Surveillance | | +| | | | cameras, bar- | | +| | | | top gaming | | +| | | | machines, and | | +| | | | point of sale | | +| | | | systems | | +| | | | Traditional fax | | +| | | | machines VPN, | | +| | | | video | | +| | | | conferencing, | | +| | | | data storage | | +| | | | back-up due to | | +| | | | high data usage | | +| | | | Wired dependent | | +| | | | home-security | | +| | | | system | | +| | | | Verify Coverage | | +| | | | Use MTi Map | | +| | | | Tool or GEOLink | | +| | | | to determine | | +| | | | the wireless | | +| | | | coverage for | | +| | | | the customer’s | | +| | | | wireless | | +| | | | primary place | | +| | | | of usage. The | | +| | | | AWI router | | +| | | | works with the | | +| | | | LTE wireless | | +| | | | network; not | | +| | | | compatible with | | +| | | | the 5G/5G+ | | +| | | | wireless | | +| | | | network. | | +| | | | Confirm AMB | | +| | | | Agreement | | +| | | | Use FaST or | | +| | | | OPUS to confirm | | +| | | | the customer | | +| | | | has an existing | | +| | | | Contoso Mobile | | +| | | | Business (AMB) | | +| | | | Agreement.  If | | +| | | | the customer | | +| | | | does not have | | +| | | | an agreement, a | | +| | | | new AMB | | +| | | | Agreement must | | +| | | | be created. | | +| | | | Back to Top | | +| | | | Equipment | | +| | | | Details AWI | | +| | | | requires a $50 | | +| | | | activation fee | | +| | | | and purchase of | | +| | | | an AWI router. | | +| | | | Router cost: | | +| | | | $199.99 Router | | +| | | | SKU: 6807B | | +| | | | User Guide | | +| | | | Back to Top | | +| | | | Plan Details | | +| | | | AWI 10GB AWI | | +| | | | 50GB AWI 100GB | | +| | | | AWI Voice | | +| | | | MRC $45 $60 | | +| | | | $100 $20 | | +| | | | Included Data | | +| | | | 10GB 50GB | | +| | | | 100GB N/A | | +| | | | Data Overage | | +| | | | Rates $25 per | | +| | | | 10GB $25 per | | +| | | | 10GB $25 per | | +| | | | 10GB N/A | | +| | | | Unlimited Your | | +| | | | Way for | | +| | | | Business | | +| | | | Compatible No | | +| | | | No No No | | +| | | | Video | | +| | | | Management No | | +| | | | Yes Yes N/A | | +| | | | Call Protect | | +| | | | Basic Yes Yes | | +| | | | Yes Yes | | +| | | | SOCs AWI10GB | | +| | | | AWI50GB | | +| | | | AWI100GB | | +| | | | AWIVCONLY | | +| | | | Source: | | +| | | | Content: - | | +| | | | BCSS : Test | | +| | | | calls are not | | +| | | | required on | | +| | | | LaptopConnect | | +| | | | devices. | | +| | | | Enhanced Care: | | +| | | | Offer to | | +| | | | perform | | +| | | | incoming and | | +| | | | outgoing test | | +| | | | calls with | | +| | | | customer. Test | | +| | | | calls are not | | +| | | | required if the | | +| | | | customer does | | +| | | | not have the | | +| | | | device | | +| | | | available. If | | +| | | | a data feature | | +| | | | or plan is | | +| | | | provisioned on | | +| | | | the account, | | +| | | | ensure they | | +| | | | have | | +| | | | established | | +| | | | data | | +| | | | connectivity. | | +| | | | 11 Once the | | +| | | | line is | | +| | | | activated, if | | +| | | | the customer | | +| | | | has Visual | | +| | | | Voicemail | | +| | | | (VVM), offer | | +| | | | voicemail setup | | +| | | | instructions. | | +| | | | Refer to Device | | +| | | | Support in Link | | +| | | | Center for | | +| | | | setup | | +| | | | instructions to | | +| | | | assist the | | +| | | | customer. Test | | +| | | | to ensure that | | +| | | | the voicemail | | +| | | | works. Confirm | | +| | | | the customer | | +| | | | does not have | | +| | | | any additional | | +| | | | VVM questions. | | +| | | | Standard or | | +| | | | Enhanced | | +| | | | Voicemail does | | +| | | | not require | | +| | | | being set up. | | +| | | | Enhanced Care: | | +| | | | Proceed to next | | +| | | | step. 12 | | +| | | | Enhanced Care | | +| | | | Only Offer to | | +| | | | send the | | +| | | | customer a PCN | | +| | | | for voicemail | | +| | | | setup | | +| | | | instructions. | | +| | | | If the customer | | +| | | | agrees, close | | +| | | | the call. If | | +| | | | the customer | | +| | | | declines a PCN | | +| | | | or does not | | +| | | | have an email | | +| | | | address, review | | +| | | | the following | | +| | | | information: | | +| | | | iPhone: Provide | | +| | | | the customer | | +| | | | with iPhone | | +| | | | voicemail setup | | +| | | | instructions to | | +| | | | use after | | +| | | | tethering via | | +| | | | iTunes: | | +| | | | Instructions: | | +| | | | Tap Voicemail | | +| | | | and follow the | | +| | | | prompts. | | +| | | | Ensure the | | +| | | | customer does | | +| | | | not have any | | +| | | | additional | | +| | | | voicemail | | +| | | | questions. | | +| | | | Non-iPhone: | | +| | | | Direct the | | +| | | | customer to | | +| | | | press and hold | | +| | | | down the 1 key | | +| | | | on their | | +| | | | wireless device | | +| | | | and follow the | | +| | | | prompts to | | +| | | | complete | | +| | | | voicemail | | +| | | | setup: Refer | | +| | | | to Voicemail | | +| | | | (Wireless) Hub. | | +| | | | Ensure the | | +| | | | customer does | | +| | | | not have any | | +| | | | additional | | +| | | | voicemail | | +| | | | questions. | | +| | | | Source: | | +| | | | Content: | | +| | | | ibility | | +| | | | Eligible | | +| | | | Devices: | | +| | | | Smartphones1, | | +| | | | basic phones1, | | +| | | | tablets1, | | +| | | | wearables1, | | +| | | | Connected Cars, | | +| | | | cameras, Harman | | +| | | | Spark, AWI | | +| | | | (voice only) | | +| | | | 5G+ service is | | +| | | | not available | | +| | | | in most areas; | | +| | | | it is only | | +| | | | available in | | +| | | | very limited | | +| | | | parts of | | +| | | | specific | | +| | | | cities. | | +| | | | Requires a | | +| | | | compatible 5G+ | | +| | | | device. Other | | +| | | | restriction's | | +| | | | apply. See att. | | +| | | | com/5Gforyou | | +| | | | for details. | | +| | | | 5G service is | | +| | | | not available | | +| | | | everywhere. | | +| | | | Requires a | | +| | | | compatible 5G | | +| | | | device. See att | | +| | | | .com/5Gforyou | | +| | | | for details. | | +| | | | Ineligible | | +| | | | Devices: Contoso | | +| | | | Wireless | | +| | | | Internet, | | +| | | | Dedicated | | +| | | | Mobile Hotspot, | | +| | | | WHPI , and | | +| | | | Laptop Connect | | +| | | | Air cards. | | +| | | | Fraud Call | | +| | | | Blocking and | | +| | | | Spam Warnings | | +| | | | Plans include | | +| | | | Contoso Call | | +| | | | Protect Basic, | | +| | | | which detects | | +| | | | and blocks | | +| | | | calls from | | +| | | | likely | | +| | | | fraudsters and | | +| | | | provides | | +| | | | customers with | | +| | | | on-screen | | +| | | | warnings when a | | +| | | | call originates | | +| | | | from a | | +| | | | suspicious | | +| | | | source. See | | +| | | | Contoso Call | | +| | | | Protect. | | +| | | | Mexico and | | +| | | | Canada Usage | | +| | | | Roaming in | | +| | | | Mexico and | | +| | | | Canada: | | +| | | | Customers can | | +| | | | talk, text, and | | +| | | | use plan data | | +| | | | in Mexico and | | +| | | | Canada with no | | +| | | | roaming | | +| | | | charges. | | +| | | | Mexico and | | +| | | | Canada usage is | | +| | | | built into the | | +| | | | unlimited | | +| | | | plans. As of | | +| | | | May 2018, the | | +| | | | usage | | +| | | | restriction | | +| | | | when a device | | +| | | | has 50% data | | +| | | | usage in Canada | | +| | | | and Mexico over | | +| | | | 2 consecutive | | +| | | | months is no | | +| | | | longer | | +| | | | enforced. | | +| | | | Calls from the | | +| | | | U.S. to Canada | | +| | | | and Mexico: | | +| | | | Customers get | | +| | | | International | | +| | | | Long Distance | | +| | | | (ILD) service | | +| | | | to call from | | +| | | | the US to | | +| | | | Canada & | | +| | | | Mexico. Plans | | +| | | | also permit | | +| | | | calls to | | +| | | | countries other | | +| | | | than Canada and | | +| | | | Mexico: Per | | +| | | | minute pay-per- | | +| | | | use rates apply | | +| | | | unless an ILD | | +| | | | service package | | +| | | | is added to the | | +| | | | line. | | +| | | | Customers can't | | +| | | | share packages | | +| | | | among the | | +| | | | group. Charges | | +| | | | may apply to | | +| | | | special or | | +| | | | premium service | | +| | | | numbers. Rates | | +| | | | are subject to | | +| | | | change without | | +| | | | notice. Use | | +| | | | Calling the | | +| | | | World for Less | | +| | | | then select the | | +| | | | Talk, Text or | | +| | | | FAQ tabs to | | +| | | | learn more. | | +| | | | Mexico and | | +| | | | Canada usage: | | +| | | | Applies on | | +| | | | phones | | +| | | | (Smartphones | | +| | | | and | | +| | | | feature/basic) | | +| | | | and tablets. | | +| | | | Excludes all | | +| | | | other device | | +| | | | types. | | +| | | | Unlimited Talk, | | +| | | | Text, and Use | | +| | | | of Data | | +| | | | Unlimited Talk | | +| | | | within U.S., | | +| | | | Puerto Rico, | | +| | | | US/VI (domestic | | +| | | | coverage area), | | +| | | | Mexico, and | | +| | | | Canada. | | +| | | | Unlimited Talk | | +| | | | from the U.S. | | +| | | | to Mexico and | | +| | | | Canada. | | +| | | | Unlimited Texts | | +| | | | from the U.S. | | +| | | | to over 120 | | +| | | | countries. See | | +| | | | att.com/text2wo | | +| | | | rld. Video | | +| | | | Quality | | +| | | | Business | | +| | | | Unlimited | | +| | | | Elite: 4K UHD | | +| | | | or HD | | +| | | | Definition (if | | +| | | | available). | | +| | | | Business | | +| | | | Unlimited | | +| | | | Performance: | | +| | | | High Definition | | +| | | | (about 1080p) | | +| | | | with Video | | +| | | | Management | | +| | | | turned off. | | +| | | | Business | | +| | | | Unlimited | | +| | | | Starter: | | +| | | | Standard | | +| | | | Definition | | +| | | | (2Mbps for | | +| | | | customers on a | | +| | | | 5G compatible | | +| | | | device, or | | +| | | | 1.5Mbps for | | +| | | | other | | +| | | | customers). | | +| | | | Procedures | | +| | | | Before | | +| | | | provisioning | | +| | | | the plan, set | | +| | | | up any | | +| | | | ineligible | | +| | | | devices using | | +| | | | these options: | | +| | | | Internet Device | | +| | | | Data Plan or | | +| | | | Contoso Wireless | | +| | | | Internet Plan. | | +| | | | Select the | | +| | | | appropriate | | +| | | | plan. | | +| | | | Add/change the | | +| | | | service to the | | +| | | | plan using the | | +| | | | current date | | +| | | | for the | | +| | | | effective date. | | +| | | | Add new device | | +| | | | activations, if | | +| | | | applicable. | | +| | | | Once the plan | | +| | | | change is | | +| | | | complete, | | +| | | | existing | | +| | | | current or | | +| | | | grandfathered | | +| | | | Mobile Share or | | +| | | | Unlimited plan | | +| | | | customers need | | +| | | | to power cycle | | +| | | | their devices | | +| | | | to have plan | | +| | | | changes take | | +| | | | effect | | +| | | | immediately. | | +| | | | Devices are | | +| | | | systematically | | +| | | | provisioned | | +| | | | within 24 - 48 | | +| | | | hours. Note | | +| | | | the account. | | +| | | | Needs: Plan and | | +| | | | Features > Rate | | +| | | | Plan > Rate | | +| | | | Plan | | +| | | | Resolution: | | +| | | | Changed Rate | | +| | | | Plan and | | +| | | | Advised of | | +| | | | Effective Date | | +| | | | System | | +| | | | Reminders If | | +| | | | parked | | +| | | | equipment | | +| | | | exists, make | | +| | | | the plan change | | +| | | | effective with | | +| | | | the current | | +| | | | date. If OPUS | | +| | | | does not allow | | +| | | | the plan | | +| | | | change, request | | +| | | | the customer | | +| | | | make the plan | | +| | | | change once | | +| | | | their order | | +| | | | arrives using | | +| | | | myContoso. | | +| | | | Attempting to | | +| | | | add more than | | +| | | | the approved | | +| | | | lines to an | | +| | | | account creates | | +| | | | a system error. | | +| | | | SOCs Contoso | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | Shared Data | | +| | | | Plan Short | | +| | | | Descriptions | | +| | | | Monthly Charge | | +| | | | SDGUNR5B | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | $100 | | +| | | | Smartphones / | | +| | | | Basic Phones | | +| | | | SDFCRBBN | | +| | | | Access for | | +| | | | BlackBerry $75 | | +| | | | SDFCRBBV | | +| | | | Access for | | +| | | | BlackBerry with | | +| | | | Visual VM $75 | | +| | | | SDFCRBBLN | | +| | | | Access for | | +| | | | BlackBerry 4G | | +| | | | LTE $75 | | +| | | | SDFCRBBLV | | +| | | | Access for | | +| | | | BlackBerry 4G | | +| | | | LTE w/ VVM $75 | | +| | | | SDFCRIPN | | +| | | | Access for | | +| | | | iPhone $75 | | +| | | | SDFCRIPV | | +| | | | Access for | | +| | | | iPhone with VVM | | +| | | | $75 SDFCRIPLN | | +| | | | Access for | | +| | | | iPhone 4G LTE | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 94 | How can a | To calculate | Content: The | 10 | +| | customer | how many | Rollover | | +| | calculate | minutes a | Minutes are | | +| | how many | customer has | immediately | | +| | minutes they | used on | available, but | | +| | have used on | their | may take up to | | +| | the package? | package, | 72 hours to | | +| | | they can | display online | | +| | | check their | and via | | +| | | usage | *Services. If | | +| | | details in | you exceed your | | +| | | their | package | | +| | | account | minutes, the | | +| | | online or | adjusted | | +| | | through the | Rollover | | +| | | myContoso app. | Minutes are | | +| | | They can | used prior to | | +| | | also call | your existing | | +| | | customer | rollover | | +| | | service for | balance. Any | | +| | | assistance. | unused minutes | | +| | | (Source: | will expire | | +| | | context) | after 12 | | +| | | | billing | | +| | | | periods. | | +| | | | Case number & | | +| | | | expected | | +| | | | resolution date | | +| | | | were not | | +| | | | provided: | | +| | | | Adjusted | | +| | | | rollover | | +| | | | balance can be | | +| | | | used | | +| | | | immediately and | | +| | | | apply to any | | +| | | | unbilled usage. | | +| | | | It may take up | | +| | | | to 72 hours to | | +| | | | display in | | +| | | | *Services and | | +| | | | online(att.com | | +| | | | and Premier). | | +| | | | If the customer | | +| | | | exceeds their | | +| | | | package | | +| | | | minutes, the | | +| | | | adjusted | | +| | | | Rollover | | +| | | | Minutes are | | +| | | | used before the | | +| | | | existing | | +| | | | rollover | | +| | | | balance. | | +| | | | Rollover | | +| | | | Minutes expire | | +| | | | in 12 billing | | +| | | | periods. | | +| | | | Suggested Verbi | | +| | | | age: [Customer' | | +| | | | s Preferred | | +| | | | Name], I have | | +| | | | documented your | | +| | | | adjustment | | +| | | | request and | | +| | | | submitted it | | +| | | | for further | | +| | | | review. Once | | +| | | | the review is | | +| | | | complete, an | | +| | | | email will be | | +| | | | sent to the | | +| | | | email address | | +| | | | of record. | | +| | | | Adjustments | | +| | | | will appear on | | +| | | | your invoice | | +| | | | within 1-2 | | +| | | | billing cycles. | | +| | | | 12 Goodwill | | +| | | | Adjustment Tab | | +| | | | Enter the | | +| | | | dollar amount | | +| | | | that should be | | +| | | | credited to the | | +| | | | BAN level. If | | +| | | | within SOD, the | | +| | | | adjustment | | +| | | | applies | | +| | | | immediately. | | +| | | | Bill Cycle to | | +| | | | Apply - Select  | | +| | | | Immediate | | +| | | | Apply. Select | | +| | | | the appropriate | | +| | | | options | | +| | | | for Determine | | +| | | | the Cause for A | | +| | | | djustment and W | | +| | | | hat Group | | +| | | | Caused the | | +| | | | Issue. Select | | +| | | |  During | | +| | | | Activation or | | +| | | | Post | | +| | | | Activation, | | +| | | | whichever | | +| | | | applies to the | | +| | | | adjustment | | +| | | | scenario. | | +| | | | Check the | | +| | | | recurring issue | | +| | | | box if the | | +| | | | issue leading | | +| | | | to the | | +| | | | adjustment is | | +| | | | happening | | +| | | | repeatedly and | | +| | | | may require | | +| | | | additional | | +| | | | adjustments if | | +| | | | further action | | +| | | | is not taken. | | +| | | | Click Update / | | +| | | | Update All to | | +| | | | save and | | +| | | | validate the | | +| | | | selected | | +| | | | adjustment. | | +| | | | Validation | | +| | | | passes: | | +| | | | Adjustment | | +| | | | amount is added | | +| | | | to the Total | | +| | | | Charge Level | | +| | | | Excluding Taxes | | +| | | | at the bottom | | +| | | | of the grid. | | +| | | | Selected item | | +| | | | is unchecked. | | +| | | | Adjustment | | +| | | | Amount column | | +| | | | displays the | | +| | | | amount entered | | +| | | | for the | | +| | | | selected line | | +| | | | items. | | +| | | | Validation | | +| | | | fails: Line | | +| | | | item turns red | | +| | | | and remains | | +| | | | checked. Hover | | +| | | | your mouse over | | +| | | | the red line | | +| | | | item to view an | | +| | | | explanation. | | +| | | | See User Guide | | +| | | | for ABS Bulk | | +| | | | Adjustments. | | +| | | | After | | +| | | | completing the | | +| | | | 4 required | | +| | | | fields and | | +| | | | clicking | | +| | | | Update/Update | | +| | | | All, choose a | | +| | | | different View | | +| | | | Charges At | | +| | | | and/or Billing | | +| | | | Date to add | | +| | | | additional | | +| | | | charges to the | | +| | | | case. | | +| | | | Complete the | | +| | | | Reason for | | +| | | | Adjustment | | +| | | | Request note | | +| | | | field. Required | | +| | | | Elements | | +| | | | Explanation and | | +| | | | business reason | | +| | | | for the | | +| | | | adjustment. | | +| | | | Expectations | | +| | | | set and/or | | +| | | | additional | | +| | | | agreements | | +| | | | reached with | | +| | | | the customer. | | +| | | | CTN(s) being | | +| | | | adjusted. | | +| | | | Adjustment | | +| | | | amount and | | +| | | | calculations, | | +| | | | if applicable. | | +| | | | If a correction | | +| | | | is needed, | | +| | | | Click Back. If | | +| | | | a correction is | | +| | | | not need, | | +| | | | click Submit. | | +| | | | Set | | +| | | | expectations: | | +| | | | Case number & | | +| | | | expected | | +| | | | resolution date | | +| | | | provided: Do | | +| | | | not provide the | | +| | | | expected | | +| | | | resolution date | | +| | | | from Clarify. | | +| | | | Provide the | | +| | | | Clarify case | | +| | | | number. Tell | | +| | | | the customer | | +| | | | you have | | +| | | | submitted the | | +| | | | request for | | +| | | | further | | +| | | | research and | | +| | | | they will be | | +| | | | contacted with | | +| | | | resolution. If | | +| | | | the adjustment | | +| | | | is applied it | | +| | | | displays on the | | +| | | | invoice | | +| | | | within1-2 | | +| | | | billing cycles | | +| | | | Suggested Verbi | | +| | | | age: [Customer' | | +| | | | s Preferred | | +| | | | Name], I have | | +| | | | documented your | | +| | | | adjustment | | +| | | | request and | | +| | | | submitted it | | +| | | | for further | | +| | | | review. Once | | +| | | | the review is | | +| | | | complete, an | | +| | | | email will be | | +| | | | sent to the | | +| | | | email address | | +| | | | of record. | | +| | | | Adjustments | | +| | | | will appear on | | +| | | | your invoice | | +| | | | within 1-2 | | +| | | | billing | | +| | | | cycles.  | | +| | | | ClarifyLite | | +| | | | users: | | +| | | | ClarifyLite | | +| | | | displays the | | +| | | | status as | | +| | | | Failed in red | | +| | | | letters when | | +| | | | transactions do | | +| | | | not process. | | +| | | | The | | +| | | | transactions | | +| | | | are re- | | +| | | | attempted by | | +| | | | ClarifyLite. | | +| | | | Do not re- | | +| | | | submit | | +| | | | adjustments in | | +| | | | ClarifyLite or | | +| | | | Telegence when | | +| | | | you see a | | +| | | | failed | | +| | | | transaction. | | +| | | | ClarifyLite | | +| | | | automatically | | +| | | | corrects or | | +| | | | resubmits the | | +| | | | adjustment. | | +| | | | Case number & | | +| | | | expected | | +| | | | resolution date | | +| | | | were not | | +| | | | provided: | | +| | | | Adjustment has | | +| | | | been applied to | | +| | | | the account. | | +| | | | Appears on the | | +| | | | invoice within | | +| | | | 1-2 bill | | +| | | | cycles. | | +| | | | Combined Bill: | | +| | | | Adjustments are | | +| | | | transferred to | | +| | | | the | | +| | | | wired account | | +| | | | after 5-7 | | +| | | | business days. | | +| | | | Adjustments of | | +| | | | pending charges | | +| | | | are included on | | +| | | | the next | | +| | | | invoice. | | +| | | | Suggested | | +| | | | Verbiage:  | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], I have | | +| | | | applied a net | | +| | | | adjustment for | | +| | | | the [ usage | | +| | | | charges, | | +| | | | international | | +| | | | roaming | | +| | | | charges] in the | | +| | | | amount of | | +| | | | [xx.xx]. The | | +| | | | adjustment will | | +| | | | appear on your | | +| | | | invoice within | | +| | | | 1-2 bill | | +| | | | cycles.  | | +| | | | [Customer's | | +| | | | Preferred | | +| | | | Name], I have | | +| | | | applied a net | | +| | | | adjustment for | | +| | | | the [usage | | +| | | | charges, | | +| | | | international | | +| | | | roaming | | +| | | | charges] in the | | +| | | | amount of | | +| | | | [xx.xx]. The | | +| | | | adjustment will | | +| | | | be transferred | | +| | | | to your wired | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Know | What | | +| | | | the Customer | | +| | | | Needs to Know | | | +| | | | Keeping Track | | +| | | | of Date Usage | | | +| | | | Troubleshooting | | +| | | | ¶ ¶ This | | +| | | | policy guides | | +| | | | representatives | | +| | | | through | | +| | | | assisting | | +| | | | customers with | | +| | | | questions | | +| | | | related to | | +| | | | billed and | | +| | | | unbilled data | | +| | | | usage.¶ ¶ ¶ | | +| | | | ¶ | | +| | | | Representatives | | +| | | | handle all | | +| | | | customer | | +| | | | inquiries | | +| | | | regarding data | | +| | | | usage.¶ ¶ | | +| | | | Understanding | | +| | | | Billed Data | | +| | | | Usage Late | | +| | | | Night | | +| | | | Legitimate Data | | +| | | | Activity ¶ | | +| | | | Billing occurs | | +| | | | for data sent | | +| | | | or received by | | +| | | | the customer's | | +| | | | device through | | +| | | | our network.¶ | | +| | | | ¶ Data usage | | +| | | | records once a | | +| | | | device ends the | | +| | | | data session | | +| | | | (phone is | | +| | | | powered off; | | +| | | | the customer | | +| | | | manually ends | | +| | | | the data | | +| | | | session or | | +| | | | there is a lost | | +| | | | network connect | | +| | | | ion).Many | | +| | | | smartphones are | | +| | | | always-on data | | +| | | | devices.They | | +| | | | establish a | | +| | | | data connection | | +| | | | with our | | +| | | | network and | | +| | | | keep it open | | +| | | | even if there | | +| | | | is no data | | +| | | | transmitting.If | | +| | | | the customer | | +| | | | does not end | | +| | | | their data | | +| | | | session, it | | +| | | | records during | | +| | | | a nightly feed | | +| | | | to the billing | | +| | | | system.The data | | +| | | | session can | | +| | | | contain billing | | +| | | | for all the | | +| | | | data | | +| | | | transmitted | | +| | | | throughout the | | +| | | | day.¶ LTE | | +| | | | Usage | | +| | | | Notifications | | +| | | | ¶ | | +| | | | Notifications | | +| | | | to handsets may | | +| | | | appear before | | +| | | | the unbilled | | +| | | | usage displays | | +| | | | in the billing | | +| | | | system, | | +| | | | Premier/myContoso, | | +| | | | or | | +| | | | *Services.The | | +| | | | mismatch can | | +| | | | occur at any | | +| | | | time once the | | +| | | | customer | | +| | | | exceeds their | | +| | | | first usage | | +| | | | notification | | +| | | | threshold sent | | +| | | | by OPENET.This | | +| | | | appears in | | +| | | | memos under: | | +| | | | Created By | | +| | | | 639881-OPENET | | +| | | | BALANCE MGR CSI | | +| | | | SYSID.¶ Mobile | | +| | | | Share ¶ Data | | +| | | | events for | | +| | | | Mobile Share | | +| | | | customers no | | +| | | | longer display | | +| | | | sporadically | | +| | | | throughout the | | +| | | | day. Instead, | | +| | | | it collects | | +| | | | data events and | | +| | | | displays every | | +| | | | three hours in | | +| | | | the Unbilled | | +| | | | Data/Msg | | +| | | | Details.¶ ¶ | | +| | | | Data events for | | +| | | | Mobile Share | | +| | | | customers | | +| | | | display | | +| | | | starting with | | +| | | | the interval of | | +| | | | 12:00 a.m. - | | +| | | | 2:59 a.m., 3:00 | | +| | | | a.m. - 5:59 | | +| | | | a.m., and | | +| | | | continuing | | +| | | | throughout the | | +| | | | 24-hour | | +| | | | cycle.Data | | +| | | | records may | | +| | | | still show as | | +| | | | processed in | | +| | | | 19MB batches. | | +| | | | This is working | | +| | | | as | | +| | | | intended.Review | | +| | | | usage history | | +| | | | through the | | +| | | | Unbilled Shared | | +| | | | Data Summary:¶ | | +| | | | The information | | +| | | | displaying at | | +| | | | the subscriber | | +| | | | level shows | | +| | | | only as a point | | +| | | | of reference.¶ | | +| | | | ¶ Push Email | | +| | | | and | | +| | | | Applications ¶ | | +| | | | Push | | +| | | | capabilities | | +| | | | are common with | | +| | | | many social | | +| | | | networking, | | +| | | | news, weather, | | +| | | | and email | | +| | | | applications, | | +| | | | including | | +| | | | iCloud.¶ ¶ | | +| | | | Push | | +| | | | capabilities | | +| | | | provide a real- | | +| | | | time data | | +| | | | transfer as it | | +| | | | is made | | +| | | | available, for | | +| | | | example, | | +| | | | weather or news | | +| | | | alerts occur in | | +| | | | real-time as | | +| | | | they happen and | | +| | | | push to the | | +| | | | device, which | | +| | | | consumes | | +| | | | data.If the | | +| | | | phone has push | | +| | | | notifications | | +| | | | active, this | | +| | | | may result in | | +| | | | an open data | | +| | | | session.To | | +| | | | capture ongoing | | +| | | | data | | +| | | | consumption | | +| | | | records, our | | +| | | | systems send | | +| | | | all accumulated | | +| | | | data after a | | +| | | | predetermined | | +| | | | time each | | +| | | | night.¶ ¶ ¶ | | +| | | | ¶ ¶ Self- | | +| | | | Service | | +| | | | Options¶ ¶ | | +| | | | Introduce the | | +| | | | customer to the | | +| | | | appropriate | | +| | | | self-service | | +| | | | options that | | +| | | | best fits their | | +| | | | need.¶ ¶ I | | +| | | | Want To | | +| | | | Resources | | +| | | | Estimate usage | | +| | | | ¶ Contoso Data | | +| | | | CalculatorContoso | | +| | | | International | | +| | | | Data | | +| | | | Calculator¶ | | +| | | | Learn how to | | +| | | | access all of | | +| | | | my billing | | +| | | | details | | +| | | | CRU/Small | | +| | | | Business (with | | +| | | | FAN) - Contoso | | +| | | | Business Care | | +| | | | Central: https: | | +| | | | //carecentral.a | | +| | | | tt.com/business | | +| | | | care.central | | +| | | | Run a Call | | +| | | | Detail Report | | +| | | | on my PC ¶ | | +| | | | CRU/Small | | +| | | | Business (with | | +| | | | FAN) - Premier: | | +| | | | www.wireless.at | | +| | | | t.com/business¶ | | +| | | | ¶ Click | | +| | | | Billing Tab > | | +| | | | Download Billed | | +| | | | Usage Details > | | +| | | | Usage Type Data | | +| | | | > Billing | | +| | | | Account or | | +| | | | Wireless Number | | +| | | | > Download | | +| | | | Billed Usage. | | +| | | | Note: Based on | | +| | | | FaST Profile. | | +| | | | Refer to | | +| | | | Detailed | | +| | | | Billing - CRU.¶ | | +| | | | Track usage on | | +| | | | the go ¶ Use | | +| | | | the myContoso | | +| | | | Business App. | | +| | | | Note: End users | | +| | | | on pooled plans | | +| | | | are unable to | | +| | | | view usage.¶ ¶ | | +| | | | *3282# (*DATA#) | | +| | | | for | | +| | | | English*3286# | | +| | | | (*DATO#) for | | +| | | | Spanish¶ View | | +| | | | my last bill ¶ | | +| | | | CRU/Small | | +| | | | Business (with | | +| | | | FAN) - Premier: | | +| | | | www.wireless.at | | +| | | | t.com/businessS | | +| | | | mall Business | | +| | | | (No FAN) and | | +| | | | Business Contoso | | +| | | | Signature | | +| | | | Program - | | +| | | | att.com¶ ¶ ¶ | | +| | | | Keeping Track | | +| | | | of Data Usage¶ | | +| | | | ¶ There are | | +| | | | many ways to | | +| | | | track or | | +| | | | monitor online | | +| | | | data usage on a | | +| | | | smartphone or | | +| | | | tablet. Some of | | +| | | | the options are | | +| | | | explained | | +| | | | below.¶ ¶ | | +| | | | Data Monitoring | | +| | | | Applications ¶ | | +| | | | ¶ ¶ Use | | +| | | | data monitoring | | +| | | | applications to | | +| | | | view usage at | | +| | | | the application | | +| | | | level (e.g., | | +| | | | email, games, | | +| | | | Web browsing). | | +| | | | Listed below is | | +| | | | a description | | +| | | | of the built-in | | +| | | | data usage | | +| | | | monitors | | +| | | | available for | | +| | | | most current | | +| | | | devices. All | | +| | | | device-based | | +| | | | monitor apps | | +| | | | measure data at | | +| | | | the device, and | | +| | | | therefore may | | +| | | | differ from | | +| | | | actual billing. | | +| | | | Source: | | +| | | | Content: N: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Mexico and | | +| | | | Canada rated by | | +| | | | the domestic | | +| | | | rate plan. | | +| | | | Only Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. All | | +| | | | other usage in | | +| | | | IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. See | | +| | | | Cruise packages | | +| | | | for additional | | +| | | | support. | | +| | | | Customer has a | | +| | | | domestic rate | | +| | | | plan that does | | +| | | | not include | | +| | | | international | | +| | | | roaming. | | +| | | | Extras on | | +| | | | customer's CTN: | | +| | | | Customer has | | +| | | | usage on/in: | | +| | | | How the | | +| | | | customer's | | +| | | | usage rated: | | +| | | | Cruise package | | +| | | | Cruise ship | | +| | | | Mexico Canada | | +| | | | A Caribbean | | +| | | | Island | | +| | | | Cruise | | +| | | | ship usage is | | +| | | | rated by the | | +| | | | cruise ship | | +| | | | package. | | +| | | | All other usage | | +| | | | in IDP/Passport | | +| | | | destinations is | | +| | | | rated by | | +| | | | IDP/Passport if | | +| | | | added, | | +| | | | otherwise will | | +| | | | rate as pay- | | +| | | | per-use. | | +| | | | Provisioning | | +| | | | Consumer/SIG | | +| | | | customers can | | +| | | | either: Self-p | | +| | | | rovision/purcha | | +| | | | se a cruise | | +| | | | ship package on | | +| | | | myContoso. Call | | +| | | | Customer | | +| | | | Service.* BMTS | | +| | | | Tier 1 | | +| | | | representatives | | +| | | | should seek | | +| | | | assistance from | | +| | | | a manager with | | +| | | | Tier 2 issues. | | +| | | | Business | | +| | | | customers can | | +| | | | contact BCSS to | | +| | | | provision | | +| | | | cruise ship OTC | | +| | | | packages. BCSS | | +| | | | reps follow the | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long Distance | | +| | | | Dialing Eligibi | | +| | | | lity policy:  | | +| | | | Exception | | +| | | | requests follow | | +| | | | the | | +| | | | International | | +| | | | Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS | | +| | | | Rep must note | | +| | | | name of cruise | | +| | | | line and cruise | | +| | | | ship in notes. | | +| | | | For cruises | | +| | | | longer than 30 | | +| | | | days, the | | +| | | | customer must | | +| | | | request back- | | +| | | | to-back Cruise | | +| | | | OTC packages. | | +| | | | Provision | | +| | | | desired | | +| | | | packages. | | +| | | | Source: | | +| | | | Content: ¶ ¶ | | +| | | | Android¶ ¶ ¶ | | +| | | | Smartphones | | +| | | | running Android | | +| | | | 4.0 or later | | +| | | | have | | +| | | | functionality | | +| | | | built into the | | +| | | | OS that | | +| | | | measures data | | +| | | | usage at the | | +| | | | app | | +| | | | level.Device | | +| | | | Support under | | +| | | | Link Center has | | +| | | | more | | +| | | | information | | +| | | | about this func | | +| | | | tionality.In | | +| | | | Device Support, | | +| | | | select the | | +| | | | customer's | | +| | | | device and do a | | +| | | | keyword search | | +| | | | for manage data | | +| | | | or data usage.¶ | | +| | | | 1Navigate to | | +| | | | Data Usage or | | +| | | | Usage Manager.¶ | | +| | | | From the home | | +| | | | screen, tap | | +| | | | Apps or | | +| | | | Menu.Swipe to | | +| | | | and tap | | +| | | | Settings.Scroll | | +| | | | to and tap Data | | +| | | | Usage or Usage | | +| | | | Manager.¶ | | +| | | | 2Applications | | +| | | | are ordered by | | +| | | | amount of data | | +| | | | used.3¶ | | +| | | | Background data | | +| | | | can be | | +| | | | restricted for | | +| | | | individual | | +| | | | apps.¶ ¶ From | | +| | | | the Data | | +| | | | Usage/Usage | | +| | | | Manager screen, | | +| | | | tap the app | | +| | | | name.Scroll to | | +| | | | and tap the box | | +| | | | next to | | +| | | | Restrict | | +| | | | background | | +| | | | data.¶ 4Set | | +| | | | data usage | | +| | | | limits:¶ From | | +| | | | the Data | | +| | | | Usage/Usage | | +| | | | Manager screen, | | +| | | | tap the Set | | +| | | | Mobile Data | | +| | | | Limit checkbox | | +| | | | to set a mobile | | +| | | | data limit.Tap | | +| | | | OK.Touch, then | | +| | | | drag the bar to | | +| | | | set the desired | | +| | | | warning and | | +| | | | data | | +| | | | limits.Touch, | | +| | | | then drag the | | +| | | | white bar to | | +| | | | adjust the data | | +| | | | billing cycle.¶ | | +| | | | ¶ ¶ ¶ iOS¶ | | +| | | | ¶ iPhones and | | +| | | | iPads with iOS | | +| | | | 6 or higher | | +| | | | have a data | | +| | | | counter built | | +| | | | into the OS. | | +| | | | For more | | +| | | | information | | +| | | | about data | | +| | | | usage with iOS, | | +| | | | refer to Apple | | +| | | | Support.¶ 1¶ | | +| | | | Navigate to | | +| | | | data usage.¶ ¶ | | +| | | | iOS 6: Go to | | +| | | | Settings > | | +| | | | General > Usage | | +| | | | > Cellular | | +| | | | Usage.iOS 7 and | | +| | | | higher: Go to | | +| | | | Settings > | | +| | | | Cellular Data | | +| | | | (iOS 7) or | | +| | | | Cellular (iOS | | +| | | | 8).¶ 2Scroll | | +| | | | down to the | | +| | | | grayed out Use | | +| | | | Cellular Data | | +| | | | For section:¶ | | +| | | | This section | | +| | | | lists the | | +| | | | amount of data | | +| | | | used within a | | +| | | | certain time | | +| | | | frame.If the | | +| | | | customer has | | +| | | | never reset the | | +| | | | data usage, it | | +| | | | displays all of | | +| | | | the data used | | +| | | | since the | | +| | | | applications | | +| | | | were | | +| | | | downloaded.If | | +| | | | the customer | | +| | | | has reset the | | +| | | | data counter | | +| | | | previously, the | | +| | | | amount of data | | +| | | | shown is since | | +| | | | the last reset. | | +| | | | Applications | | +| | | | are ordered | | +| | | | alphabetically | | +| | | | and the amount | | +| | | | of data used is | | +| | | | listed below | | +| | | | each | | +| | | | application.¶ | | +| | | | 3Scroll through | | +| | | | the list to | | +| | | | determine which | | +| | | | apps are on | | +| | | | (green) or off | | +| | | | (white).4Determ | | +| | | | ine which | | +| | | | applications | | +| | | | are using the | | +| | | | most data. Use | | +| | | | the data usage | | +| | | | estimator to | | +| | | | determine which | | +| | | | apps are using | | +| | | | large amounts | | +| | | | of data (KB, | | +| | | | MB, or | | +| | | | GB).5Help the | | +| | | | customer select | | +| | | | applications | | +| | | | they would like | | +| | | | to use on Wi-Fi | | +| | | | only and turn | | +| | | | those apps off | | +| | | | (white) by | | +| | | | tapping the | | +| | | | green toggle. | | +| | | | Turning | | +| | | | cellular data | | +| | | | off for these | | +| | | | apps means that | | +| | | | they can only | | +| | | | be used when | | +| | | | the iOS device | | +| | | | is connected to | | +| | | | a Wi-Fi | | +| | | | network.6¶ | | +| | | | Reset the iOS | | +| | | | data counter to | | +| | | | monitor | | +| | | | cellular data | | +| | | | usage for the | | +| | | | bill cycle.¶ ¶ | | +| | | | The iOS data | | +| | | | counter does | | +| | | | not | | +| | | | automatically | | +| | | | reset every | | +| | | | month.This has | | +| | | | to be done | | +| | | | manually on the | | +| | | | bill cycle end | | +| | | | date.¶ ¶ ¶ ¶ | | +| | | | Windows¶ ¶ | | +| | | | Data Sense was | | +| | | | introduced with | | +| | | | the Windows 8.0 | | +| | | | update. For | | +| | | | more | | +| | | | information | | +| | | | about Data | | +| | | | Sense with | | +| | | | Windows 8.0 and | | +| | | | higher, refer | | +| | | | to Windows | | +| | | | Phone Support.¶ | | +| | | | 1Navigate to | | +| | | | data usage: | | +| | | | Swipe left to | | +| | | | get to the Apps | | +| | | | list, then | | +| | | | scroll to and | | +| | | | tap Data Sense. | | +| | | | 2Applications | | +| | | | are ordered by | | +| | | | amount of data | | +| | | | used. Scroll | | +| | | | through the | | +| | | | list to | | +| | | | determine which | | +| | | | apps are using | | +| | | | the most data.3 | | +| | | | Background data | | +| | | | can be | | +| | | | restricted for | | +| | | | individual | | +| | | | apps:¶ From | | +| | | | the Data Sense | | +| | | | screen, tap the | | +| | | | Settings icon | | +| | | | at the bottom | | +| | | | of the | | +| | | | screen.Tap to | | +| | | | select either | | +| | | | Restrict | | +| | | | background data | | +| | | | or Restrict | | +| | | | background data | | +| | | | while roaming.¶ | | +| | | | 4Set data usage | | +| | | | limits.¶ From | | +| | | | the Data Sense | | +| | | | screen, tap Set | | +| | | | limit.Under | | +| | | | Limit Type, | | +| | | | select one of | | +| | | | the following:¶ | | +| | | | If you have a | | +| | | | preset amount | | +| | | | of data to use, | | +| | | | and the data | | +| | | | expires at a | | +| | | | specific date, | | +| | | | tap One Time.If | | +| | | | you have a | | +| | | | limited amount | | +| | | | of data you can | | +| | | | use each month | | +| | | | before you are | | +| | | | charged for | | +| | | | overages, tap | | +| | | | Monthly.If you | | +| | | | have unlimited | | +| | | | data, but still | | +| | | | want to track | | +| | | | your usage, tap | | +| | | | Unlimited.¶ If | | +| | | | you choose One | | +| | | | Time or | | +| | | | Monthly, tap | | +| | | | the available | | +| | | | lists to enter | | +| | | | values and data | | +| | | | that match your | | +| | | | data plan.¶ | | +| | | | 5Tap Done.¶ ¶ | | +| | | | ¶ | | +| | | | LaptopConnect | | +| | | | Devices¶ ¶ | | +| | | | Monitor data | | +| | | | usage using | | +| | | | Contoso | | +| | | | Communication | | +| | | | Manager (ACM) | | +| | | | or Contoso | | +| | | | AllAccess. Use | | +| | | | Device Support | | +| | | | in Link Center | | +| | | | for the | | +| | | | customer's | | +| | | | device and | | +| | | | connection | | +| | | | client version | | +| | | | to determine | | +| | | | where usage is | | +| | | | displaying.¶ ¶ | | +| | | | Using Third- | | +| | | | Party Apps to | | +| | | | Manage Data¶ ¶ | | +| | | | Customers can | | +| | | | download the | | +| | | | apps below from | | +| | | | the device's | | +| | | | respective app | | +| | | | store. Only | | +| | | | apps that have | | +| | | | been certified | | +| | | | by Contoso are | | +| | | | listed in the | | +| | | | table:¶ Applic | | +| | | | ationPriceDevic | | +| | | | e OS3G Watchdog | | +| | | | Pro$2.99Android | | +| | | | My Data Manager | | +| | | | FreeAndroid and | | +| | | | iOS Source: | | +| | | | Content: | | +| | | | Multiple Types | | +| | | | BS BSRS NC | | +| | | | Non- | | +| | | | Communications | | +| | | | CH Charitable | | +| | | | OT Other CM | | +| | | | Communications | | +| | | | PS Premium SMS | | +| | | | CV Contoso Mobile | | +| | | | Video Premium | | +| | | | RT Ringback | | +| | | | Tone or | | +| | | | Ringtone FP | | +| | | | Fun Packs TS | | +| | | | Text Services | | +| | | | GA Game TM | | +| | | | Themes GR | | +| | | | Graphics or | | +| | | | Photos VI | | +| | | | Video LB | | +| | | | Location Based | | +| | | | Services N/A | | +| | | | ¶ ¶ | | +| | | | Troubleshooting | | +| | | | ¶ ¶ Issue | | +| | | | Resolution | | +| | | | Date of | | +| | | | purchase is off | | +| | | | by one day | | +| | | | Procedure¶ The | | +| | | | CCC Tool | | +| | | | customer | | +| | | | history uses | | +| | | | GMT time.¶ ¶ | | +| | | | If the purchase | | +| | | | appears after | | +| | | | 8:00 p.m. ET, | | +| | | | it appears in | | +| | | | the history as | | +| | | | the following | | +| | | | day.The true | | +| | | | purchase date | | +| | | | appears on the | | +| | | | invoice and in | | +| | | | the Purchase | | +| | | | Activity link | | +| | | | in the CCC Tool | | +| | | | GUI.¶ Invalid | | +| | | | date range. | | +| | | | Select a To | | +| | | | date that | | +| | | | occurs after | | +| | | | the From date. | | +| | | | Procedure When | | +| | | | searching a | | +| | | | date range, the | | +| | | | From date must | | +| | | | occur before | | +| | | | the To date. | | +| | | | For example:¶ | | +| | | | From: September | | +| | | | 4, 2015To: | | +| | | | November 23, | | +| | | | 2015¶ Missing | | +| | | | history | | +| | | | Procedure¶ | | +| | | | Verify the | | +| | | | account was not | | +| | | | cancelled.Verif | | +| | | | y the | | +| | | | customer's | | +| | | | number was not | | +| | | | changed.Verify | | +| | | | the account is | | +| | | | not a | | +| | | | converted-only | | +| | | | account.¶ If | | +| | | | the account was | | +| | | | not cancelled | | +| | | | and the history | | +| | | | is missing¶ | | +| | | | Contact the | | +| | | | Technical | | +| | | | Support Team, | | +| | | | who dispatches | | +| | | | the Clarify | | +| | | | case to the CCC | | +| | | | Tool Team.¶ ¶ | | +| | | | Refer BCS cases | | +| | | | to the BCS > | | +| | | | TSD > DOWNLOADA | | +| | | | BLECONTENT | | +| | | | queue.¶ If a | | +| | | | subscription | | +| | | | cancellation is | | +| | | | required¶ Set | | +| | | | expectations | | +| | | | that the | | +| | | | customer may | | +| | | | see one | | +| | | | additional | | +| | | | subscription | | +| | | | charge and a | | +| | | | refund on the | | +| | | | next | | +| | | | invoice.Create | | +| | | | a commitment to | | +| | | | review the | | +| | | | impacted number | | +| | | | 32 days from | | +| | | | the last | | +| | | | subscription | | +| | | | charge.Verify | | +| | | | the | | +| | | | subscription | | +| | | | was | | +| | | | cancelled.Issue | | +| | | | an additional | | +| | | | refund if | | +| | | | another charge | | +| | | | appeared.¶ ¶ | | +| | | | ¶ ¶ A case | | +| | | | only corrects | | +| | | | future charges | | +| | | | and | | +| | | | subscriptions. | | +| | | | For missing | | +| | | | history:¶ ¶ A | | +| | | | Customer | | +| | | | Service manager | | +| | | | issues a refund | | +| | | | directly in | | +| | | | TLG.Eligible | | +| | | | purchases for | | +| | | | refund must be | | +| | | | 60 days or | | +| | | | less.Prepaid | | +| | | | content | | +| | | | adjustments | | +| | | | occur in the | | +| | | | KIC billing | | +| | | | system.¶ Only | | +| | | | six months | | +| | | | display at one | | +| | | | time. The date | | +| | | | range is | | +| | | | adjusted for | | +| | | | you. | | +| | | | Procedure¶ | | +| | | | Customer | | +| | | | Service can | | +| | | | only view six | | +| | | | months of | | +| | | | transactions at | | +| | | | a time.Eligible | | +| | | | purchases for | | +| | | | refund must be | | +| | | | 60 days or | | +| | | | less.There are | | +| | | | limits on the | | +| | | | CCC Tool due to | | +| | | | capacity | | +| | | | issues.¶ Only | | +| | | | the past year | | +| | | | of history may | | +| | | | display. The | | +| | | | date range is | | +| | | | adjusted for | | +| | | | you. | | +| | | | Procedure¶ | | +| | | | Customer | | +| | | | Service can | | +| | | | only view | | +| | | | transactions | | +| | | | for the last 12 | | +| | | | months.If more | | +| | | | than 12 months | | +| | | | of history is | | +| | | | needed, use the | | +| | | | customer's | | +| | | | invoice | | +| | | | history.¶ Slow | | +| | | | response time | | +| | | | Procedure | | +| | | | This may occur | | +| | | | when there are | | +| | | | a large number | | +| | | | of | | +| | | | transactions. | | +| | | | Allow time for | | +| | | | the page to | | +| | | | load. If a | | +| | | | timeout occurs, | | +| | | | see General CCC | | +| | | | Tool errors | | +| | | | below. General | | +| | | | CCC Tool errors | | +| | | | Procedure¶ ID | | +| | | | and password | | +| | | | reset: Request | | +| | | | via MyLogins. ¶ | | +| | | | The application | | +| | | | appears as | | +| | | | DirectBill | | +| | | | CCC.¶ Error | | +| | | | occurs after | | +| | | | accessing the | | +| | | | CCC Tool: | | +| | | | Escalate it to | | +| | | | the IT Service | | +| | | | Desk at | | +| | | | 877-448-6767.¶ | | +| | | | Refer to the | | +| | | | tool as Digital | | +| | | | Commerce | | +| | | | Manager or | | +| | | | DCM.¶ CCC Tool | | +| | | | outage: Check | | +| | | | urgent messages | | +| | | | and refer to | | +| | | | the System | | +| | | | Outage Hub | | +| | | | Decision Flow | | +| | | | in Related | | +| | | | Links. Access | | +| | | | to articles in | | +| | | | Related Links | | +| | | | is restricted | | +| | | | based on your | | +| | | | Customer | | +| | | | Connect | | +| | | | profile.¶ | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 95 | How can | AI response: | Content: Jump | 10 | +| | customers | Customers | to: What I Need | | +| | sign up for | can sign up | to Do | Feature | | +| | one of the | for one of | Codes | Selling | | +| | Contoso Interna | the Contoso Int | Tips | FAQ ¶ ¶ | | +| | tional | ernational | ¶ Contoso | | +| | Calling | Calling | International | | +| | packages? | packages by | Calling | | +| | | adding the | (formerly known | | +| | | feature to | as World | | +| | | their | Connect | | +| | | postpaid | Advantage)¶ | | +| | | rate plan. | Contoso | | +| | | The package | International | | +| | | includes | Calling is a | | +| | | unlimited | feature that | | +| | | calling to | can be added to | | +| | | Canada and | a postpaid rate | | +| | | Mexico, | plan. The | | +| | | unlimited | package | | +| | | calling from | includes:¶ ¶ | | +| | | the U.S. to | Unlimited | | +| | | over 85 | calling to | | +| | | countries, | Canada and | | +| | | and | Mexico (rated | | +| | | discounted | at $0/minute) | | +| | | calling from | Unlimited | | +| | | the U.S. to | calling from | | +| | | over 140 | the U.S. to | | +| | | countries. | over 85 | | +| | | The monthly | countries. | | +| | | recurring | Discounted | | +| | | charge for | calling from | | +| | | the feature | the U.S. to | | +| | | is $15 per | over 140 | | +| | | line. For | countries:¶ | | +| | | more | For a complete | | +| | | information | list of | | +| | | on available | countries, | | +| | | countries | visit att.com/i | | +| | | and rates, | ntlcalling.See | | +| | | customers | Retired Contoso | | +| | | can visit at | World Connect | | +| | | t.com/intlca | Value Rates for | | +| | | lling. | additional | | +| | | (Source: | support.¶ $15 | | +| | | context) | per month, per | | +| | | | line. Feature | | +| | | | Code ILDWCADV¶ | | +| | | | See feature | | +| | | | codes for a | | +| | | | list on | | +| | | | incompatible | | +| | | | features.¶ If | | +| | | | a customer's | | +| | | | rate plan | | +| | | | doesn't include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/min) | | +| | | | apply to | | +| | | | international | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance. ¶ ¶ | | +| | | | ¶ World | | +| | | | Connect Value | | +| | | | (retired)¶ | | +| | | | Visit retired | | +| | | | rates for | | +| | | | additional | | +| | | | support.World | | +| | | | Connect Value | | +| | | | (retired) is an | | +| | | | ILD MRC | | +| | | | providing | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to 225 | | +| | | | countries. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Calling from | | +| | | | the U.S. to | | +| | | | Mexico and U.S. | | +| | | | to Canada is $0 | | +| | | | per minute. | | +| | | | Discounted | | +| | | | rates to both | | +| | | | wired and | | +| | | | wireless | | +| | | | numbers in over | | +| | | | 225 countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.¶ | | +| | | | $5 per month, | | +| | | | per line. | | +| | | | Feature Code: | | +| | | | ILWCV2 If the | | +| | | | customer's rate | | +| | | | plan doesn't | | +| | | | include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/minute) | | +| | | | apply to ILD | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance.¶ ¶ | | +| | | | Access to links | | +| | | | on this page is | | +| | | | restricted | | +| | | | based on your | | +| | | | profile.¶ ¶ ¶ | | +| | | | What I Need to | | +| | | | Know ¶ Check | | +| | | | eligibility, | | +| | | | using ILD | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Tell the | | +| | | | customer what | | +| | | | is included or | | +| | | | covered. | | +| | | | Provide the | | +| | | | effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Advise | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. ¶ ¶ | | +| | | | ¶ Feature ¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (ILDWCADV) and | | +| | | | SOC is | | +| | | | incompatible | | +| | | | with:¶ ¶ | | +| | | | World Connect | | +| | | | (ILWC) Contoso | | +| | | | Latin America | | +| | | | Talk and Text | | +| | | | (ILDLATT) Contoso | | +| | | | Latin America | | +| | | | Calling | | +| | | | (ILDLATWHP) | | +| | | | Contoso Dominican | | +| | | | Republic | | +| | | | (ILNYDR) Contoso | | +| | | | Caribbean | | +| | | | Calling (ILCC) | | +| | | | Contoso World | | +| | | | Connect for | | +| | | | Agent Sales | | +| | | | (ILWA) Contoso | | +| | | | World Connect | | +| | | | Value East Asia | | +| | | | and India | | +| | | | (ILWCA) The | | +| | | | SOC is also | | +| | | | incompatible | | +| | | | with the | | +| | | | following call | | +| | | | restriction | | +| | | | codes:¶ ¶ ICR | | +| | | | ICR1 ICR2 | | +| | | | ZZNOILD2 | | +| | | | (formerly | | +| | | | ZZNOILD) ¶ ¶ | | +| | | | ¶ Selling | | +| | | | Tips ¶ | | +| | | | Qualifying | | +| | | | Questions¶ ¶ | | +| | | | How often do | | +| | | | you call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | which | | +| | | | countries? How | | +| | | | many family | | +| | | | members or | | +| | | | friends live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your company's | | +| | | | business | | +| | | | require you | | +| | | | often call | | +| | | | another | | +| | | | country? ¶ ¶ | | +| | | | Source: | | +| | | | Content: If the | | +| | | | customer has | | +| | | | the appropriate | | +| | | | feature for | | +| | | | International | | +| | | | LD Dialing, are | | +| | | | no restrictions | | +| | | | in TORCH, and | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing see | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS and review | | +| | | | subtopics such | | +| | | | as Country | | +| | | | Codes and | | +| | | | Dialing Interna | | +| | | | tionally.  If | | +| | | | you have | | +| | | | exhausted all | | +| | | | troubleshooting | | +| | | | steps and the | | +| | | | customer is | | +| | | | still unable to | | +| | | | dial long | | +| | | | distance intern | | +| | | | ationally, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS If the | | +| | | | customer has | | +| | | | OfficeDirect | | +| | | | and cannot dial | | +| | | | long distance i | | +| | | | nternationally, | | +| | | | transfer the | | +| | | | caller to BM | | +| | | | IoT. Back to | | +| | | | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: | | +| | | | 2 BCSS | | +| | | | representatives | | +| | | | are required to | | +| | | | fully discuss | | +| | | | and provision | | +| | | | all | | +| | | | international | | +| | | | features and | | +| | | | rate plan adds | | +| | | | and changes. | | +| | | | Voice: | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired).  | | +| | | | Messaging: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages.  | | +| | | | Only offer | | +| | | | currently | | +| | | | available | | +| | | | features.  | | +| | | | 3 Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See  | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso Wo | | +| | | | rld: www.att.co | | +| | | | m/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Long Distance | | +| | | | Review the | | +| | | | Country Code | | +| | | | and the correct | | +| | | | dialing | | +| | | | patterns for | | +| | | | the countries | | +| | | | the customer is | | +| | | | calling. | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | From the U.S. - | | +| | | | International | | +| | | | LD Messaging | | +| | | | feature | | +| | | | Sending - | | +| | | | International | | +| | | | text messages | | +| | | | sent from the | | +| | | | U.S. do not | | +| | | | draw from a | | +| | | | customer's | | +| | | | domestic | | +| | | | messaging plan: | | +| | | | After included | | +| | | | international | | +| | | | messages are | | +| | | | exceeded, | | +| | | | billing is as | | +| | | | follows: | | +| | | | Text - $0.25 | | +| | | | per message  | | +| | | | Picture/Video - | | +| | | | $0.50  | | +| | | | Receiving - | | +| | | | Messages | | +| | | | received from | | +| | | | an | | +| | | | international | | +| | | | number are | | +| | | | billed at the | | +| | | | domestic PPU | | +| | | | rate or | | +| | | | deducted from | | +| | | | the domestic | | +| | | | messaging | | +| | | | package.  | | +| | | | 4 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see OPUS Hub | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international  | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if the | | +| | | | feature was | | +| | | | provisioned | | +| | | | correctly: | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | feature: ◦In | | +| | | | the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - Class | | +| | | | of Service | | +| | | | Restrictions | | +| | | | section: | | +| | | | Outbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Inbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Clarify and | | +| | | | confirm that | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing and | | +| | | | not with | | +| | | | domestic | | +| | | | dialing.  | | +| | | | Source: | | +| | | | Content: What's | | +| | | | New:In December | | +| | | | 2022 Contoso began | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | email of | | +| | | | upcoming | | +| | | | updates | | +| | | | effective | | +| | | | February 1st, | | +| | | | 2023.  Updates: | | +| | | | Per-minute | | +| | | | rates for calls | | +| | | | to over 70 | | +| | | | countries will | | +| | | | decrease. Per- | | +| | | | minute rate for | | +| | | | calls to | | +| | | | Nigeria will | | +| | | | increase to | | +| | | | $0.25/min. | | +| | | | Monthly | | +| | | | recurring | | +| | | | charge for the | | +| | | | feature will | | +| | | | increase from | | +| | | | $7.50/mo. to | | +| | | | $15/mo. per | | +| | | | line. In | | +| | | | addition, | | +| | | | starting | | +| | | | January 1, | | +| | | | 2023, Contoso is | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | Bill Message:Im | | +| | | | portant notice | | +| | | | about Contoso | | +| | | | Business | | +| | | | International | | +| | | | CallingStarting | | +| | | | in February | | +| | | | 2023, Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling per- | | +| | | | minute rates | | +| | | | will decrease | | +| | | | for calls to | | +| | | | over 70 | | +| | | | countries and | | +| | | | increase to | | +| | | | $0.25/minute | | +| | | | for calls to | | +| | | | Nigeria. In | | +| | | | addition, the | | +| | | | monthly | | +| | | | recurring | | +| | | | charge will | | +| | | | increase to | | +| | | | $15/month per | | +| | | | line. You will | | +| | | | see these new | | +| | | | rates in 1-2 | | +| | | | bills. For | | +| | | | current feature | | +| | | | information, go | | +| | | | to att.com/bizi | | +| | | | ntlcalling. | | +| | | | Para obtener | | +| | | | mas información | | +| | | | en español | | +| | | | sobre este | | +| | | | aumento de | | +| | | | precio puede | | +| | | | comunicarse al | | +| | | | 1-800-331-0500. | | +| | | | To see the | | +| | | | current Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling rates | | +| | | | by country, go | | +| | | | to att.com/intl | | +| | | | calling (at the | | +| | | | “See eligible | | +| | | | countries and | | +| | | | rates” link.) | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling is an | | +| | | | international | | +| | | | long distance | | +| | | | calling package | | +| | | | that helps keep | | +| | | | a customer’s | | +| | | | employees | | +| | | | connected when | | +| | | | calling from | | +| | | | the U.S., | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands to | | +| | | | their | | +| | | | colleagues and | | +| | | | customers | | +| | | | located abroad | | +| | | | in over 225 | | +| | | | countries. | | +| | | | Qualifying | | +| | | | Questions | | | +| | | | Procedures | | | +| | | | Set | | +| | | | Expectations | | | +| | | | FAQ Feature | | +| | | | Details MRC - | | +| | | | $15/mo. per | | +| | | | line SOC - | | +| | | | ILDBWCADV | | +| | | | Unlimited | | +| | | | calling* from | | +| | | | the U.S. to | | +| | | | over 80 | | +| | | | countries | | +| | | | (rated at | | +| | | | $0/minute). | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | additional | | +| | | | countries. For | | +| | | | details on | | +| | | | available | | +| | | | countries and | | +| | | | rates, visit ht | | +| | | | tp://att.com/in | | +| | | | ternationalcall | | +| | | | ing. (at the | | +| | | | "See eligible | | +| | | | countries and | | +| | | | rates" link) | | +| | | | Incompatible | | +| | | | with: | | +| | | | ICR – Call | | +| | | | restriction SOC | | +| | | | ICR1– Call | | +| | | | restriction SOC | | +| | | | ICR2– Call | | +| | | | restriction SOC | | +| | | | ILDWCADV – Contoso | | +| | | | International | | +| | | | Calling ILNYDR | | +| | | | – Contoso | | +| | | | Dominican | | +| | | | Republic | | +| | | | ZZNOILD – ILD | | +| | | | restriction SOC | | +| | | | ZZNOILD2 – ILD | | +| | | | restriction SOC | | +| | | | (formerly | | +| | | | ZZNOILD) | | +| | | | *Unlimited | | +| | | | calling | | +| | | | requires a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | unlimited | | +| | | | domestic | | +| | | | calling. If the | | +| | | | customer has a | | +| | | | domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. For | | +| | | | more | | +| | | | information on | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling, click | | +| | | | here. | | +| | | | Qualifying | | +| | | | Questions How | | +| | | | often do you | | +| | | | call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | Which countries | | +| | | | do you call? | | +| | | | How many of | | +| | | | your vendors, | | +| | | | customers or | | +| | | | colleagues live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your business | | +| | | | frequently | | +| | | | require you to | | +| | | | call another | | +| | | | country? | | +| | | | Procedures | | +| | | | Check | | +| | | | eligibility | | +| | | | (see ILD | | +| | | | Dialing | | +| | | | Eligibility in | | +| | | | Related Links). | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Provision the | | +| | | | feature in | | +| | | | OPUS. Set | | +| | | | Expectations | | +| | | | Explain what's | | +| | | | included or | | +| | | | covered. | | +| | | | Effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Explain | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. If | | +| | | | the customer | | +| | | | has a domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. | | +| | | | Source: | | +| | | | Content: iPhone | | +| | | | and most | | +| | | | BlackBerry | | +| | | | smartphones) | | +| | | | When using, you | | +| | | | are charged the | | +| | | | international | | +| | | | data rates.  | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming. | | +| | | | Exception: | | +| | | | Visual | | +| | | | Voicemail with | | +| | | | International | | +| | | | Data plan. If | | +| | | | needed, see | | +| | | | International | | +| | | | Roaming | | +| | | | Voicemail | | +| | | | Instructions | | +| | | | and Charge. | | +| | | | 5 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see | | +| | | | Provisioning | | +| | | | International | | +| | | | Roaming | | +| | | | Features. | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international | | +| | | | roaming | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Provisioning | | +| | | | international | | +| | | | roaming (IR) | | +| | | | features | | +| | | | (voice, | | +| | | | messaging, or | | +| | | | data) on a line | | +| | | | of service | | +| | | | enables | | +| | | | customers to | | +| | | | use voice, | | +| | | | messaging, and | | +| | | | data service, | | +| | | | depending on | | +| | | | their device, | | +| | | | while traveling | | +| | | | abroad. An IR | | +| | | | feature is | | +| | | | required on | | +| | | | each CTN that | | +| | | | plans to travel | | +| | | | internationally | | +| | | | or their | | +| | | | devices will | | +| | | | not work on the | | +| | | | cellular | | +| | | | network. Back | | +| | | | to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if a | | +| | | | feature was | | +| | | | provisioned | | +| | | | properly for | | +| | | | the customer: | | +| | | | Follow the | | +| | | | TORCH | | +| | | | guidelines.  | | +| | | | Provision the | | +| | | | feature, if | | +| | | | needed. If this | | +| | | | does not | | +| | | | resolve the | | +| | | | issue, use | | +| | | | standard | | +| | | | troubleshooting | | +| | | | steps to | | +| | | | determine the | | +| | | | issue (for | | +| | | | example: check | | +| | | | if the device | | +| | | | is | | +| | | | international | | +| | | | capable). If | | +| | | | unable to | | +| | | | provision a | | +| | | | feature: | | +| | | | File an Unable | | +| | | | to Complete | | +| | | | Transaction | | +| | | | Clarify case. | | +| | | | See your | | +| | | | channel's | | +| | | | Clarify case | | +| | | | policy. If the | | +| | | | issue continue, | | +| | | | transfer the | | +| | | | call to BMTS. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | feature only, | | +| | | | in the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice: | | +| | | | International | | +| | | | (INTL).  Data | | +| | | | Roaming | | +| | | | Profile: DREP | | +| | | | NATL or DREP | | +| | | | NATL NOCANMEX.  | | +| | | | Refer to | | +| | | | Roaming Profile | | +| | | | Field - TORCH. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | and Data | | +| | | | feature, in the | | +| | | | Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice Roaming | | +| | | | Profile: | | +| | | | DATA_INTL_PC100 | | +| | | | or | | +| | | | International. | | +| | | | Data Roaming | | +| | | | Profile: DREP_D | | +| | | | ATA_INTL_PC100 | | +| | | | or DREP INTL. | | +| | | | Refer to | | +| | | | Roaming | | +| | | |  Profile Field | | +| | | | - TORCH . BMTS | | +| | | | resolves | | +| | | | technical | | +| | | | issues for all | | +| | | | customer types | | +| | | | while roaming | | +| | | | overseas: | | +| | | | When a customer | | +| | | | is not properly | | +| | | | provisioned | | +| | | | when arriving | | +| | | | overseas, after | | +| | | | checking | | +| | | | eligibility and | | +| | | | authorization, | | +| | | | proceed to | | +| | | | provision the | | +| | | | international | | +| | | | feature.  | | +| | | | Check | | +| | | | provisioning as | | +| | | | stated above | | +| | | | and Test the | | +| | | | Resolution | | +| | | | (TTR): Only | | +| | | | if | | +| | | | unsuccessful, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS for a | | +| | | | resolution. | | +| | | | Suggested | | +| | | | Verbiage: | | +| | | | Mr./Ms. | | +| | | |  [Customer | | +| | | | Name], I just | | +| | | | added the | | +| | | | international | | +| | | | feature for | | +| | | | you. I am going | | +| | | | to partner you | | +| | | | with one of | | +| | | | Contoso's Advanced | | +| | | | Technical | | +| | | | Support | | +| | | | specialists who | | +| | | | will ensure you | | +| | | | will be able to | | +| | | | use your | | +| | | | service where | | +| | | | you are.  | | +| | | | Provide the | | +| | | | customer the | | +| | | | free number to | | +| | | | call from their | | +| | | | wireless phone | | +| | | | +1.314.925.6925 | | +| | | | .  If calling | | +| | | | from a wired | | +| | | | phone, a BMTS | | +| | | | specialist | | +| | | | calls back to | | +| | | | minimize the | | +| | | | cost to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key. For | | +| | | | the BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | If the customer | | +| | | | is calling on | | +| | | | behalf of the | | +| | | | end-user | | +| | | | (device not in | | +| | | | hand): Ask | | +| | | | the caller if | | +| | | | the end-user | | +| | | | has an | | +| | | | alternate | | +| | | | number they can | | +| | | | be contacted | | +| | | | on.  If there | | +| | | | is no alternate | | +| | | | number, provide | | +| | | | the customer | | +| | | | with the number | | +| | | | to BMTS at+1.31 | | +| | | | 4.925.6925, so | | +| | | | they can advise | | +| | | | the end-user to | | +| | | | call when they | | +| | | | are available | | +| | | | to continue tro | | +| | | | ubleshooting. | | +| | | | Customers | | +| | | | should | | +| | | | indicate: | | +| | | | Location Issue | | +| | | | Wireless | | +| | | | number  | | +| | | | Callback number | | +| | | | C-Level | | +| | | | customers (High | | +| | | | Level | | +| | | | Enterprise | | +| | | | Executives): | | +| | | | A special team | | +| | | | in BMTS handles | | +| | | | for IR issues.  | | +| | | | If a customer | | +| | | | self-identifies | | +| | | | as a C-Level | | +| | | | customer and | | +| | | | they are having | | +| | | | IR issues, | | +| | | | bridge the call | | +| | | | to BMTS and | | +| | | | tell the | | +| | | | representative | | +| | | | you have a | | +| | | | C-Level | | +| | | | customer. If a | | +| | | | CRU end-user, | | +| | | | AOP, or TCM | | +| | | | requests you | | +| | | | contact another | | +| | | | AOP/TCM/end- | | +| | | | user traveling | | +| | | | overseas, | | +| | | | advise the | | +| | | | caller that we | | +| | | | do not have | | +| | | | overseas | | +| | | | dialing | | +| | | | permissions | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 96 | How can | AI response: | Content: Jump | 10 | +| | customers | Customers | to: What I Need | | +| | sign up for | can sign up | to Do | Feature | | +| | one of these | for Contoso Int | Codes | Selling | | +| | Contoso Interna | ernational | Tips | FAQ ¶ ¶ | | +| | tional | Calling by | ¶ Contoso | | +| | Calling? | adding the | International | | +| | | feature to | Calling | | +| | | their | (formerly known | | +| | | postpaid | as World | | +| | | rate plan. | Connect | | +| | | The package | Advantage)¶ | | +| | | includes | Contoso | | +| | | unlimited | International | | +| | | calling to | Calling is a | | +| | | Canada and | feature that | | +| | | Mexico, | can be added to | | +| | | unlimited | a postpaid rate | | +| | | calling from | plan. The | | +| | | the U.S. to | package | | +| | | over 85 | includes:¶ ¶ | | +| | | countries, | Unlimited | | +| | | and | calling to | | +| | | discounted | Canada and | | +| | | calling from | Mexico (rated | | +| | | the U.S. to | at $0/minute) | | +| | | over 140 | Unlimited | | +| | | countries. | calling from | | +| | | The feature | the U.S. to | | +| | | costs $15 | over 85 | | +| | | per month, | countries. | | +| | | per line. To | Discounted | | +| | | check | calling from | | +| | | eligibility | the U.S. to | | +| | | and | over 140 | | +| | | provision | countries:¶ | | +| | | the feature, | For a complete | | +| | | customers | list of | | +| | | can contact | countries, | | +| | | Contoso | visit att.com/i | | +| | | customer | ntlcalling.See | | +| | | service or | Retired Contoso | | +| | | visit att.co | World Connect | | +| | | m/intlcallin | Value Rates for | | +| | | g. (Source: | additional | | +| | | context) | support.¶ $15 | | +| | | | per month, per | | +| | | | line. Feature | | +| | | | Code ILDWCADV¶ | | +| | | | See feature | | +| | | | codes for a | | +| | | | list on | | +| | | | incompatible | | +| | | | features.¶ If | | +| | | | a customer's | | +| | | | rate plan | | +| | | | doesn't include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/min) | | +| | | | apply to | | +| | | | international | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance. ¶ ¶ | | +| | | | ¶ World | | +| | | | Connect Value | | +| | | | (retired)¶ | | +| | | | Visit retired | | +| | | | rates for | | +| | | | additional | | +| | | | support.World | | +| | | | Connect Value | | +| | | | (retired) is an | | +| | | | ILD MRC | | +| | | | providing | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to 225 | | +| | | | countries. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Calling from | | +| | | | the U.S. to | | +| | | | Mexico and U.S. | | +| | | | to Canada is $0 | | +| | | | per minute. | | +| | | | Discounted | | +| | | | rates to both | | +| | | | wired and | | +| | | | wireless | | +| | | | numbers in over | | +| | | | 225 countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.¶ | | +| | | | $5 per month, | | +| | | | per line. | | +| | | | Feature Code: | | +| | | | ILWCV2 If the | | +| | | | customer's rate | | +| | | | plan doesn't | | +| | | | include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/minute) | | +| | | | apply to ILD | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance.¶ ¶ | | +| | | | Access to links | | +| | | | on this page is | | +| | | | restricted | | +| | | | based on your | | +| | | | profile.¶ ¶ ¶ | | +| | | | What I Need to | | +| | | | Know ¶ Check | | +| | | | eligibility, | | +| | | | using ILD | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Tell the | | +| | | | customer what | | +| | | | is included or | | +| | | | covered. | | +| | | | Provide the | | +| | | | effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Advise | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. ¶ ¶ | | +| | | | ¶ Feature ¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (ILDWCADV) and | | +| | | | SOC is | | +| | | | incompatible | | +| | | | with:¶ ¶ | | +| | | | World Connect | | +| | | | (ILWC) Contoso | | +| | | | Latin America | | +| | | | Talk and Text | | +| | | | (ILDLATT) Contoso | | +| | | | Latin America | | +| | | | Calling | | +| | | | (ILDLATWHP) | | +| | | | Contoso Dominican | | +| | | | Republic | | +| | | | (ILNYDR) Contoso | | +| | | | Caribbean | | +| | | | Calling (ILCC) | | +| | | | Contoso World | | +| | | | Connect for | | +| | | | Agent Sales | | +| | | | (ILWA) Contoso | | +| | | | World Connect | | +| | | | Value East Asia | | +| | | | and India | | +| | | | (ILWCA) The | | +| | | | SOC is also | | +| | | | incompatible | | +| | | | with the | | +| | | | following call | | +| | | | restriction | | +| | | | codes:¶ ¶ ICR | | +| | | | ICR1 ICR2 | | +| | | | ZZNOILD2 | | +| | | | (formerly | | +| | | | ZZNOILD) ¶ ¶ | | +| | | | ¶ Selling | | +| | | | Tips ¶ | | +| | | | Qualifying | | +| | | | Questions¶ ¶ | | +| | | | How often do | | +| | | | you call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | which | | +| | | | countries? How | | +| | | | many family | | +| | | | members or | | +| | | | friends live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your company's | | +| | | | business | | +| | | | require you | | +| | | | often call | | +| | | | another | | +| | | | country? ¶ ¶ | | +| | | | Source: | | +| | | | Content: If the | | +| | | | customer has | | +| | | | the appropriate | | +| | | | feature for | | +| | | | International | | +| | | | LD Dialing, are | | +| | | | no restrictions | | +| | | | in TORCH, and | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing see | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS and review | | +| | | | subtopics such | | +| | | | as Country | | +| | | | Codes and | | +| | | | Dialing Interna | | +| | | | tionally.  If | | +| | | | you have | | +| | | | exhausted all | | +| | | | troubleshooting | | +| | | | steps and the | | +| | | | customer is | | +| | | | still unable to | | +| | | | dial long | | +| | | | distance intern | | +| | | | ationally, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS If the | | +| | | | customer has | | +| | | | OfficeDirect | | +| | | | and cannot dial | | +| | | | long distance i | | +| | | | nternationally, | | +| | | | transfer the | | +| | | | caller to BM | | +| | | | IoT. Back to | | +| | | | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: What's | | +| | | | New:In December | | +| | | | 2022 Contoso began | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | email of | | +| | | | upcoming | | +| | | | updates | | +| | | | effective | | +| | | | February 1st, | | +| | | | 2023.  Updates: | | +| | | | Per-minute | | +| | | | rates for calls | | +| | | | to over 70 | | +| | | | countries will | | +| | | | decrease. Per- | | +| | | | minute rate for | | +| | | | calls to | | +| | | | Nigeria will | | +| | | | increase to | | +| | | | $0.25/min. | | +| | | | Monthly | | +| | | | recurring | | +| | | | charge for the | | +| | | | feature will | | +| | | | increase from | | +| | | | $7.50/mo. to | | +| | | | $15/mo. per | | +| | | | line. In | | +| | | | addition, | | +| | | | starting | | +| | | | January 1, | | +| | | | 2023, Contoso is | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | Bill Message:Im | | +| | | | portant notice | | +| | | | about Contoso | | +| | | | Business | | +| | | | International | | +| | | | CallingStarting | | +| | | | in February | | +| | | | 2023, Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling per- | | +| | | | minute rates | | +| | | | will decrease | | +| | | | for calls to | | +| | | | over 70 | | +| | | | countries and | | +| | | | increase to | | +| | | | $0.25/minute | | +| | | | for calls to | | +| | | | Nigeria. In | | +| | | | addition, the | | +| | | | monthly | | +| | | | recurring | | +| | | | charge will | | +| | | | increase to | | +| | | | $15/month per | | +| | | | line. You will | | +| | | | see these new | | +| | | | rates in 1-2 | | +| | | | bills. For | | +| | | | current feature | | +| | | | information, go | | +| | | | to att.com/bizi | | +| | | | ntlcalling. | | +| | | | Para obtener | | +| | | | mas información | | +| | | | en español | | +| | | | sobre este | | +| | | | aumento de | | +| | | | precio puede | | +| | | | comunicarse al | | +| | | | 1-800-331-0500. | | +| | | | To see the | | +| | | | current Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling rates | | +| | | | by country, go | | +| | | | to att.com/intl | | +| | | | calling (at the | | +| | | | “See eligible | | +| | | | countries and | | +| | | | rates” link.) | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling is an | | +| | | | international | | +| | | | long distance | | +| | | | calling package | | +| | | | that helps keep | | +| | | | a customer’s | | +| | | | employees | | +| | | | connected when | | +| | | | calling from | | +| | | | the U.S., | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands to | | +| | | | their | | +| | | | colleagues and | | +| | | | customers | | +| | | | located abroad | | +| | | | in over 225 | | +| | | | countries. | | +| | | | Qualifying | | +| | | | Questions | | | +| | | | Procedures | | | +| | | | Set | | +| | | | Expectations | | | +| | | | FAQ Feature | | +| | | | Details MRC - | | +| | | | $15/mo. per | | +| | | | line SOC - | | +| | | | ILDBWCADV | | +| | | | Unlimited | | +| | | | calling* from | | +| | | | the U.S. to | | +| | | | over 80 | | +| | | | countries | | +| | | | (rated at | | +| | | | $0/minute). | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | additional | | +| | | | countries. For | | +| | | | details on | | +| | | | available | | +| | | | countries and | | +| | | | rates, visit ht | | +| | | | tp://att.com/in | | +| | | | ternationalcall | | +| | | | ing. (at the | | +| | | | "See eligible | | +| | | | countries and | | +| | | | rates" link) | | +| | | | Incompatible | | +| | | | with: | | +| | | | ICR – Call | | +| | | | restriction SOC | | +| | | | ICR1– Call | | +| | | | restriction SOC | | +| | | | ICR2– Call | | +| | | | restriction SOC | | +| | | | ILDWCADV – Contoso | | +| | | | International | | +| | | | Calling ILNYDR | | +| | | | – Contoso | | +| | | | Dominican | | +| | | | Republic | | +| | | | ZZNOILD – ILD | | +| | | | restriction SOC | | +| | | | ZZNOILD2 – ILD | | +| | | | restriction SOC | | +| | | | (formerly | | +| | | | ZZNOILD) | | +| | | | *Unlimited | | +| | | | calling | | +| | | | requires a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | unlimited | | +| | | | domestic | | +| | | | calling. If the | | +| | | | customer has a | | +| | | | domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. For | | +| | | | more | | +| | | | information on | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling, click | | +| | | | here. | | +| | | | Qualifying | | +| | | | Questions How | | +| | | | often do you | | +| | | | call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | Which countries | | +| | | | do you call? | | +| | | | How many of | | +| | | | your vendors, | | +| | | | customers or | | +| | | | colleagues live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your business | | +| | | | frequently | | +| | | | require you to | | +| | | | call another | | +| | | | country? | | +| | | | Procedures | | +| | | | Check | | +| | | | eligibility | | +| | | | (see ILD | | +| | | | Dialing | | +| | | | Eligibility in | | +| | | | Related Links). | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Provision the | | +| | | | feature in | | +| | | | OPUS. Set | | +| | | | Expectations | | +| | | | Explain what's | | +| | | | included or | | +| | | | covered. | | +| | | | Effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Explain | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. If | | +| | | | the customer | | +| | | | has a domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. | | +| | | | Source: | | +| | | | Content: | | +| | | | Eligibility | | | +| | | | Provisioning | | | +| | | | Troubleshooting | | +| | | | | Additional | | +| | | | Resources What | | +| | | | is | | +| | | | International | | +| | | | Long Distance | | +| | | | The customer is | | +| | | | in the U.S.  | | +| | | | They are using | | +| | | | the mobile | | +| | | | device to | | +| | | | call/send a | | +| | | | message to | | +| | | | someone in a | | +| | | | foreign | | +| | | | country. | | +| | | | Example: The | | +| | | | customer is in | | +| | | | Atlanta placing | | +| | | | a call or | | +| | | | sending a text | | +| | | | message to | | +| | | | Germany.  | | +| | | | Exception: | | +| | | | These countries | | +| | | | and territories | | +| | | | use the North | | +| | | | American Number | | +| | | | plan and the | | +| | | | ILD feature is | | +| | | | not needed to | | +| | | | call: | | +| | | | American | | +| | | | Samoa,* | | +| | | | Anguilla, | | +| | | | Antigua, | | +| | | | Barbuda, | | +| | | | Bahamas, | | +| | | | Barbados, | | +| | | | Bermuda, | | +| | | | British | | +| | | | Dominican | | +| | | | Republic, | | +| | | | Canada, | | +| | | | Grenada, | | +| | | | Jamaica, | | +| | | | Montserrat, St. | | +| | | | Lucia, St. | | +| | | | Kitts, Nevis, | | +| | | | St. Vincent, | | +| | | | the Grenadines, | | +| | | | Sint Maarten | | +| | | | (this is not | | +| | | | St. Martin), | | +| | | | Trinidad, | | +| | | | Tobago, Turks, | | +| | | | Caicos, and | | +| | | | U.S. | | +| | | | territories | | +| | | | (Guam, Northern | | +| | | | Mariana | | +| | | | Islands, Puerto | | +| | | | Rico, and the | | +| | | | USVI) | | +| | | | *Calls to | | +| | | | American Samoa | | +| | | | rate as an | | +| | | | international | | +| | | | toll call. | | +| | | | Recommend an | | +| | | | ILD feature for | | +| | | | customers | | +| | | | calling | | +| | | | American Samoa. | | +| | | | Back to Top | | +| | | | Eligibility | | +| | | | CRU (FAN/Non- | | +| | | | FAN) | | +| | | | Enterprise GBS | | +| | | | - All | | +| | | | international | | +| | | | services are | | +| | | | available to | | +| | | | Enterprise | | +| | | | customers | | +| | | | (TLG/NBI - | | +| | | | credit class A, | | +| | | | J, M) at time | | +| | | | of activation.  | | +| | | | For all other | | +| | | | CRU customers, | | +| | | | eligibility | | +| | | | rules are as | | +| | | | follows:  | | +| | | | Any | | +| | | | international | | +| | | | long distance | | +| | | | service is | | +| | | | available at | | +| | | | activation to | | +| | | | customers in | | +| | | | Contoso Retail | | +| | | | with qualifying | | +| | | | credit | | +| | | | classes.  | | +| | | | Otherwise, 3 | | +| | | | months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN with good | | +| | | | payment history | | +| | | | and no current | | +| | | | fraud hotline | | +| | | | is required.  | | +| | | | SIG | | +| | | | BMC/BME: | | +| | | | Transfer all | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | requests to | | +| | | | provision | | +| | | | international | | +| | | | features to | | +| | | | Consumer | | +| | | | Customer | | +| | | | Service.  | | +| | | | Others: Check | | +| | | | Eligibility  | | +| | | | Three months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN  A good | | +| | | | payment | | +| | | | history  No | | +| | | | current fraud | | +| | | | hotline  | | +| | | | Exception: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | packages do not | | +| | | | require an | | +| | | | eligibility | | +| | | | check, | | +| | | | provision.  | | +| | | | The billing | | +| | | | system | | +| | | | automatically | | +| | | | checks the | | +| | | | above | | +| | | | eligibility | | +| | | | rules upon | | +| | | | provisioning. | | +| | | |  See | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | Eligibility  | | +| | | | Back to Top | | +| | | | Provisioning | | +| | | | International | | +| | | | Feature Already | | +| | | | Provisioned | | +| | | | Assist the | | +| | | | customer with | | +| | | | their request. | | +| | | | Verify Feature | | +| | | | is Provisioned | | +| | | | Verify the | | +| | | | feature is in | | +| | | | the billing | | +| | | | system | | +| | | | (Telegence). | | +| | | | Verify the | | +| | | | information in | | +| | | | TORCH matches | | +| | | | the feature in | | +| | | | the billing | | +| | | | system. | | +| | | | If Then | | +| | | | Not Provisioned | | +| | | | Correctly | | +| | | | Follow Check | | +| | | | International | | +| | | | Features | | +| | | | Provisioning - | | +| | | | TORCH | | +| | | | Provisioned | | +| | | | Correctly | | +| | | | Review the | | +| | | | feature | | +| | | | expectations | | +| | | | with the | | +| | | | customer | | +| | | | in step 3  of | | +| | | | the No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | section. | | +| | | | Add / Change | | +| | | | Feature Follow | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | steps. | | +| | | | Remove Feature | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know | | +| | | | Inform the | | +| | | | customer they | | +| | | | can add and | | +| | | | remove | | +| | | | International | | +| | | | Voice and Data | | +| | | | features: | | +| | | | CRU customers: | | +| | | | Use Premier. | | +| | | | If the feature | | +| | | | is removed or | | +| | | | set to be | | +| | | | removed on a | | +| | | | future date:  | | +| | | | Explain how the | | +| | | | prorated | | +| | | | charges will | | +| | | | appear on the | | +| | | | customer's next | | +| | | | bill following | | +| | | | the feature | | +| | | | removal.  | | +| | | | Explain any | | +| | | | prorated | | +| | | | minutes or | | +| | | | messages, if | | +| | | | applicable.  | | +| | | | Advise the | | +| | | | customer that | | +| | | | dialing to a | | +| | | | country within | | +| | | | the North | | +| | | | American | | +| | | | Numbering plan | | +| | | | does not | | +| | | | require an ILD | | +| | | | feature on the | | +| | | | customer's | | +| | | | mobile number | | +| | | | and they still | | +| | | | have the | | +| | | | ability to dial | | +| | | | to these | | +| | | | countries: | | +| | | | Refer to Intern | | +| | | | ational Long | | +| | | | Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired). | | +| | | | Charges may | | +| | | | take up to 60 | | +| | | | days for | | +| | | | minutes (or | | +| | | | charges) used | | +| | | | outside their | | +| | | | home area to | | +| | | | appear on their | | +| | | | bill. | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | 1 Confirm the | | +| | | | customer's | | +| | | | eligibility. | | +| | | | If not | | +| | | | eligible, and | | +| | | | requesting an | | +| | | | exception, foll | | +| | | | ow Internationa | | +| | | | l Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS. | | +| | | | Per the | | +| | | | exception | | +| | | | process for CRU | | +| | | | customers, | | +| | | | review features | | +| | | | and | | +| | | | expectations | | +| | | | before | | +| | | | requesting an | | +| | | | international | | +| | | | feature. | | +| | | | Source: | | +| | | | Content: iPhone | | +| | | | and most | | +| | | | BlackBerry | | +| | | | smartphones) | | +| | | | When using, you | | +| | | | are charged the | | +| | | | international | | +| | | | data rates.  | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming. | | +| | | | Exception: | | +| | | | Visual | | +| | | | Voicemail with | | +| | | | International | | +| | | | Data plan. If | | +| | | | needed, see | | +| | | | International | | +| | | | Roaming | | +| | | | Voicemail | | +| | | | Instructions | | +| | | | and Charge. | | +| | | | 5 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see | | +| | | | Provisioning | | +| | | | International | | +| | | | Roaming | | +| | | | Features. | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international | | +| | | | roaming | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Provisioning | | +| | | | international | | +| | | | roaming (IR) | | +| | | | features | | +| | | | (voice, | | +| | | | messaging, or | | +| | | | data) on a line | | +| | | | of service | | +| | | | enables | | +| | | | customers to | | +| | | | use voice, | | +| | | | messaging, and | | +| | | | data service, | | +| | | | depending on | | +| | | | their device, | | +| | | | while traveling | | +| | | | abroad. An IR | | +| | | | feature is | | +| | | | required on | | +| | | | each CTN that | | +| | | | plans to travel | | +| | | | internationally | | +| | | | or their | | +| | | | devices will | | +| | | | not work on the | | +| | | | cellular | | +| | | | network. Back | | +| | | | to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if a | | +| | | | feature was | | +| | | | provisioned | | +| | | | properly for | | +| | | | the customer: | | +| | | | Follow the | | +| | | | TORCH | | +| | | | guidelines.  | | +| | | | Provision the | | +| | | | feature, if | | +| | | | needed. If this | | +| | | | does not | | +| | | | resolve the | | +| | | | issue, use | | +| | | | standard | | +| | | | troubleshooting | | +| | | | steps to | | +| | | | determine the | | +| | | | issue (for | | +| | | | example: check | | +| | | | if the device | | +| | | | is | | +| | | | international | | +| | | | capable). If | | +| | | | unable to | | +| | | | provision a | | +| | | | feature: | | +| | | | File an Unable | | +| | | | to Complete | | +| | | | Transaction | | +| | | | Clarify case. | | +| | | | See your | | +| | | | channel's | | +| | | | Clarify case | | +| | | | policy. If the | | +| | | | issue continue, | | +| | | | transfer the | | +| | | | call to BMTS. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | feature only, | | +| | | | in the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice: | | +| | | | International | | +| | | | (INTL).  Data | | +| | | | Roaming | | +| | | | Profile: DREP | | +| | | | NATL or DREP | | +| | | | NATL NOCANMEX.  | | +| | | | Refer to | | +| | | | Roaming Profile | | +| | | | Field - TORCH. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | and Data | | +| | | | feature, in the | | +| | | | Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice Roaming | | +| | | | Profile: | | +| | | | DATA_INTL_PC100 | | +| | | | or | | +| | | | International. | | +| | | | Data Roaming | | +| | | | Profile: DREP_D | | +| | | | ATA_INTL_PC100 | | +| | | | or DREP INTL. | | +| | | | Refer to | | +| | | | Roaming | | +| | | |  Profile Field | | +| | | | - TORCH . BMTS | | +| | | | resolves | | +| | | | technical | | +| | | | issues for all | | +| | | | customer types | | +| | | | while roaming | | +| | | | overseas: | | +| | | | When a customer | | +| | | | is not properly | | +| | | | provisioned | | +| | | | when arriving | | +| | | | overseas, after | | +| | | | checking | | +| | | | eligibility and | | +| | | | authorization, | | +| | | | proceed to | | +| | | | provision the | | +| | | | international | | +| | | | feature.  | | +| | | | Check | | +| | | | provisioning as | | +| | | | stated above | | +| | | | and Test the | | +| | | | Resolution | | +| | | | (TTR): Only | | +| | | | if | | +| | | | unsuccessful, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS for a | | +| | | | resolution. | | +| | | | Suggested | | +| | | | Verbiage: | | +| | | | Mr./Ms. | | +| | | |  [Customer | | +| | | | Name], I just | | +| | | | added the | | +| | | | international | | +| | | | feature for | | +| | | | you. I am going | | +| | | | to partner you | | +| | | | with one of | | +| | | | Contoso's Advanced | | +| | | | Technical | | +| | | | Support | | +| | | | specialists who | | +| | | | will ensure you | | +| | | | will be able to | | +| | | | use your | | +| | | | service where | | +| | | | you are.  | | +| | | | Provide the | | +| | | | customer the | | +| | | | free number to | | +| | | | call from their | | +| | | | wireless phone | | +| | | | +1.314.925.6925 | | +| | | | .  If calling | | +| | | | from a wired | | +| | | | phone, a BMTS | | +| | | | specialist | | +| | | | calls back to | | +| | | | minimize the | | +| | | | cost to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key. For | | +| | | | the BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | If the customer | | +| | | | is calling on | | +| | | | behalf of the | | +| | | | end-user | | +| | | | (device not in | | +| | | | hand): Ask | | +| | | | the caller if | | +| | | | the end-user | | +| | | | has an | | +| | | | alternate | | +| | | | number they can | | +| | | | be contacted | | +| | | | on.  If there | | +| | | | is no alternate | | +| | | | number, provide | | +| | | | the customer | | +| | | | with the number | | +| | | | to BMTS at+1.31 | | +| | | | 4.925.6925, so | | +| | | | they can advise | | +| | | | the end-user to | | +| | | | call when they | | +| | | | are available | | +| | | | to continue tro | | +| | | | ubleshooting. | | +| | | | Customers | | +| | | | should | | +| | | | indicate: | | +| | | | Location Issue | | +| | | | Wireless | | +| | | | number  | | +| | | | Callback number | | +| | | | C-Level | | +| | | | customers (High | | +| | | | Level | | +| | | | Enterprise | | +| | | | Executives): | | +| | | | A special team | | +| | | | in BMTS handles | | +| | | | for IR issues.  | | +| | | | If a customer | | +| | | | self-identifies | | +| | | | as a C-Level | | +| | | | customer and | | +| | | | they are having | | +| | | | IR issues, | | +| | | | bridge the call | | +| | | | to BMTS and | | +| | | | tell the | | +| | | | representative | | +| | | | you have a | | +| | | | C-Level | | +| | | | customer. If a | | +| | | | CRU end-user, | | +| | | | AOP, or TCM | | +| | | | requests you | | +| | | | contact another | | +| | | | AOP/TCM/end- | | +| | | | user traveling | | +| | | | overseas, | | +| | | | advise the | | +| | | | caller that we | | +| | | | do not have | | +| | | | overseas | | +| | | | dialing | | +| | | | permissions | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 97 | How does | If a | Content: Jump | 10 | +| | Contoso Interna | customer's | to: What I Need | | +| | tional | rate plan | to Do | Feature | | +| | Calling work | doesn't | Codes | Selling | | +| | with a rate | include | Tips | FAQ ¶ ¶ | | +| | plan, such | unlimited | ¶ Contoso | | +| | as the | talk, | International | | +| | FamilyTalk | overage | Calling | | +| | 500 minute | charges (up | (formerly known | | +| | plan, where | to | as World | | +| | minutes are | $0.45/min) | Connect | | +| | capped? | apply to int | Advantage)¶ | | +| | | ernational | Contoso | | +| | | calls that | International | | +| | | exceed the | Calling is a | | +| | | plan's | feature that | | +| | | minute | can be added to | | +| | | allowance. | a postpaid rate | | +| | | (Source: | plan. The | | +| | | Contoso Interna | package | | +| | | tional | includes:¶ ¶ | | +| | | Calling | Unlimited | | +| | | context) | calling to | | +| | | | Canada and | | +| | | | Mexico (rated | | +| | | | at $0/minute) | | +| | | | Unlimited | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 85 | | +| | | | countries. | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.See | | +| | | | Retired Contoso | | +| | | | World Connect | | +| | | | Value Rates for | | +| | | | additional | | +| | | | support.¶ $15 | | +| | | | per month, per | | +| | | | line. Feature | | +| | | | Code ILDWCADV¶ | | +| | | | See feature | | +| | | | codes for a | | +| | | | list on | | +| | | | incompatible | | +| | | | features.¶ If | | +| | | | a customer's | | +| | | | rate plan | | +| | | | doesn't include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/min) | | +| | | | apply to | | +| | | | international | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance. ¶ ¶ | | +| | | | ¶ World | | +| | | | Connect Value | | +| | | | (retired)¶ | | +| | | | Visit retired | | +| | | | rates for | | +| | | | additional | | +| | | | support.World | | +| | | | Connect Value | | +| | | | (retired) is an | | +| | | | ILD MRC | | +| | | | providing | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to 225 | | +| | | | countries. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Calling from | | +| | | | the U.S. to | | +| | | | Mexico and U.S. | | +| | | | to Canada is $0 | | +| | | | per minute. | | +| | | | Discounted | | +| | | | rates to both | | +| | | | wired and | | +| | | | wireless | | +| | | | numbers in over | | +| | | | 225 countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.¶ | | +| | | | $5 per month, | | +| | | | per line. | | +| | | | Feature Code: | | +| | | | ILWCV2 If the | | +| | | | customer's rate | | +| | | | plan doesn't | | +| | | | include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/minute) | | +| | | | apply to ILD | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance.¶ ¶ | | +| | | | Access to links | | +| | | | on this page is | | +| | | | restricted | | +| | | | based on your | | +| | | | profile.¶ ¶ ¶ | | +| | | | What I Need to | | +| | | | Know ¶ Check | | +| | | | eligibility, | | +| | | | using ILD | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Tell the | | +| | | | customer what | | +| | | | is included or | | +| | | | covered. | | +| | | | Provide the | | +| | | | effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Advise | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. ¶ ¶ | | +| | | | ¶ Feature ¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (ILDWCADV) and | | +| | | | SOC is | | +| | | | incompatible | | +| | | | with:¶ ¶ | | +| | | | World Connect | | +| | | | (ILWC) Contoso | | +| | | | Latin America | | +| | | | Talk and Text | | +| | | | (ILDLATT) Contoso | | +| | | | Latin America | | +| | | | Calling | | +| | | | (ILDLATWHP) | | +| | | | Contoso Dominican | | +| | | | Republic | | +| | | | (ILNYDR) Contoso | | +| | | | Caribbean | | +| | | | Calling (ILCC) | | +| | | | Contoso World | | +| | | | Connect for | | +| | | | Agent Sales | | +| | | | (ILWA) Contoso | | +| | | | World Connect | | +| | | | Value East Asia | | +| | | | and India | | +| | | | (ILWCA) The | | +| | | | SOC is also | | +| | | | incompatible | | +| | | | with the | | +| | | | following call | | +| | | | restriction | | +| | | | codes:¶ ¶ ICR | | +| | | | ICR1 ICR2 | | +| | | | ZZNOILD2 | | +| | | | (formerly | | +| | | | ZZNOILD) ¶ ¶ | | +| | | | ¶ Selling | | +| | | | Tips ¶ | | +| | | | Qualifying | | +| | | | Questions¶ ¶ | | +| | | | How often do | | +| | | | you call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | which | | +| | | | countries? How | | +| | | | many family | | +| | | | members or | | +| | | | friends live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your company's | | +| | | | business | | +| | | | require you | | +| | | | often call | | +| | | | another | | +| | | | country? ¶ ¶ | | +| | | | Source: | | +| | | | Content: What's | | +| | | | New:In December | | +| | | | 2022 Contoso began | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | email of | | +| | | | upcoming | | +| | | | updates | | +| | | | effective | | +| | | | February 1st, | | +| | | | 2023.  Updates: | | +| | | | Per-minute | | +| | | | rates for calls | | +| | | | to over 70 | | +| | | | countries will | | +| | | | decrease. Per- | | +| | | | minute rate for | | +| | | | calls to | | +| | | | Nigeria will | | +| | | | increase to | | +| | | | $0.25/min. | | +| | | | Monthly | | +| | | | recurring | | +| | | | charge for the | | +| | | | feature will | | +| | | | increase from | | +| | | | $7.50/mo. to | | +| | | | $15/mo. per | | +| | | | line. In | | +| | | | addition, | | +| | | | starting | | +| | | | January 1, | | +| | | | 2023, Contoso is | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | Bill Message:Im | | +| | | | portant notice | | +| | | | about Contoso | | +| | | | Business | | +| | | | International | | +| | | | CallingStarting | | +| | | | in February | | +| | | | 2023, Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling per- | | +| | | | minute rates | | +| | | | will decrease | | +| | | | for calls to | | +| | | | over 70 | | +| | | | countries and | | +| | | | increase to | | +| | | | $0.25/minute | | +| | | | for calls to | | +| | | | Nigeria. In | | +| | | | addition, the | | +| | | | monthly | | +| | | | recurring | | +| | | | charge will | | +| | | | increase to | | +| | | | $15/month per | | +| | | | line. You will | | +| | | | see these new | | +| | | | rates in 1-2 | | +| | | | bills. For | | +| | | | current feature | | +| | | | information, go | | +| | | | to att.com/bizi | | +| | | | ntlcalling. | | +| | | | Para obtener | | +| | | | mas información | | +| | | | en español | | +| | | | sobre este | | +| | | | aumento de | | +| | | | precio puede | | +| | | | comunicarse al | | +| | | | 1-800-331-0500. | | +| | | | To see the | | +| | | | current Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling rates | | +| | | | by country, go | | +| | | | to att.com/intl | | +| | | | calling (at the | | +| | | | “See eligible | | +| | | | countries and | | +| | | | rates” link.) | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling is an | | +| | | | international | | +| | | | long distance | | +| | | | calling package | | +| | | | that helps keep | | +| | | | a customer’s | | +| | | | employees | | +| | | | connected when | | +| | | | calling from | | +| | | | the U.S., | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands to | | +| | | | their | | +| | | | colleagues and | | +| | | | customers | | +| | | | located abroad | | +| | | | in over 225 | | +| | | | countries. | | +| | | | Qualifying | | +| | | | Questions | | | +| | | | Procedures | | | +| | | | Set | | +| | | | Expectations | | | +| | | | FAQ Feature | | +| | | | Details MRC - | | +| | | | $15/mo. per | | +| | | | line SOC - | | +| | | | ILDBWCADV | | +| | | | Unlimited | | +| | | | calling* from | | +| | | | the U.S. to | | +| | | | over 80 | | +| | | | countries | | +| | | | (rated at | | +| | | | $0/minute). | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | additional | | +| | | | countries. For | | +| | | | details on | | +| | | | available | | +| | | | countries and | | +| | | | rates, visit ht | | +| | | | tp://att.com/in | | +| | | | ternationalcall | | +| | | | ing. (at the | | +| | | | "See eligible | | +| | | | countries and | | +| | | | rates" link) | | +| | | | Incompatible | | +| | | | with: | | +| | | | ICR – Call | | +| | | | restriction SOC | | +| | | | ICR1– Call | | +| | | | restriction SOC | | +| | | | ICR2– Call | | +| | | | restriction SOC | | +| | | | ILDWCADV – Contoso | | +| | | | International | | +| | | | Calling ILNYDR | | +| | | | – Contoso | | +| | | | Dominican | | +| | | | Republic | | +| | | | ZZNOILD – ILD | | +| | | | restriction SOC | | +| | | | ZZNOILD2 – ILD | | +| | | | restriction SOC | | +| | | | (formerly | | +| | | | ZZNOILD) | | +| | | | *Unlimited | | +| | | | calling | | +| | | | requires a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | unlimited | | +| | | | domestic | | +| | | | calling. If the | | +| | | | customer has a | | +| | | | domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. For | | +| | | | more | | +| | | | information on | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling, click | | +| | | | here. | | +| | | | Qualifying | | +| | | | Questions How | | +| | | | often do you | | +| | | | call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | Which countries | | +| | | | do you call? | | +| | | | How many of | | +| | | | your vendors, | | +| | | | customers or | | +| | | | colleagues live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your business | | +| | | | frequently | | +| | | | require you to | | +| | | | call another | | +| | | | country? | | +| | | | Procedures | | +| | | | Check | | +| | | | eligibility | | +| | | | (see ILD | | +| | | | Dialing | | +| | | | Eligibility in | | +| | | | Related Links). | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Provision the | | +| | | | feature in | | +| | | | OPUS. Set | | +| | | | Expectations | | +| | | | Explain what's | | +| | | | included or | | +| | | | covered. | | +| | | | Effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Explain | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. If | | +| | | | the customer | | +| | | | has a domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. | | +| | | | Source: | | +| | | | Content: If the | | +| | | | customer has | | +| | | | the appropriate | | +| | | | feature for | | +| | | | International | | +| | | | LD Dialing, are | | +| | | | no restrictions | | +| | | | in TORCH, and | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing see | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS and review | | +| | | | subtopics such | | +| | | | as Country | | +| | | | Codes and | | +| | | | Dialing Interna | | +| | | | tionally.  If | | +| | | | you have | | +| | | | exhausted all | | +| | | | troubleshooting | | +| | | | steps and the | | +| | | | customer is | | +| | | | still unable to | | +| | | | dial long | | +| | | | distance intern | | +| | | | ationally, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS If the | | +| | | | customer has | | +| | | | OfficeDirect | | +| | | | and cannot dial | | +| | | | long distance i | | +| | | | nternationally, | | +| | | | transfer the | | +| | | | caller to BM | | +| | | | IoT. Back to | | +| | | | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: | | +| | | | 2 BCSS | | +| | | | representatives | | +| | | | are required to | | +| | | | fully discuss | | +| | | | and provision | | +| | | | all | | +| | | | international | | +| | | | features and | | +| | | | rate plan adds | | +| | | | and changes. | | +| | | | Voice: | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired).  | | +| | | | Messaging: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages.  | | +| | | | Only offer | | +| | | | currently | | +| | | | available | | +| | | | features.  | | +| | | | 3 Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See  | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso Wo | | +| | | | rld: www.att.co | | +| | | | m/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Long Distance | | +| | | | Review the | | +| | | | Country Code | | +| | | | and the correct | | +| | | | dialing | | +| | | | patterns for | | +| | | | the countries | | +| | | | the customer is | | +| | | | calling. | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | From the U.S. - | | +| | | | International | | +| | | | LD Messaging | | +| | | | feature | | +| | | | Sending - | | +| | | | International | | +| | | | text messages | | +| | | | sent from the | | +| | | | U.S. do not | | +| | | | draw from a | | +| | | | customer's | | +| | | | domestic | | +| | | | messaging plan: | | +| | | | After included | | +| | | | international | | +| | | | messages are | | +| | | | exceeded, | | +| | | | billing is as | | +| | | | follows: | | +| | | | Text - $0.25 | | +| | | | per message  | | +| | | | Picture/Video - | | +| | | | $0.50  | | +| | | | Receiving - | | +| | | | Messages | | +| | | | received from | | +| | | | an | | +| | | | international | | +| | | | number are | | +| | | | billed at the | | +| | | | domestic PPU | | +| | | | rate or | | +| | | | deducted from | | +| | | | the domestic | | +| | | | messaging | | +| | | | package.  | | +| | | | 4 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see OPUS Hub | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international  | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if the | | +| | | | feature was | | +| | | | provisioned | | +| | | | correctly: | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | feature: ◦In | | +| | | | the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - Class | | +| | | | of Service | | +| | | | Restrictions | | +| | | | section: | | +| | | | Outbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Inbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Clarify and | | +| | | | confirm that | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing and | | +| | | | not with | | +| | | | domestic | | +| | | | dialing.  | | +| | | | Source: | | +| | | | Content: . | | +| | | | Refer them to | | +| | | | their sales | | +| | | | account manager | | +| | | | for further | | +| | | | assistance. | | +| | | | BMC specialists | | +| | | | are required to | | +| | | | assist with | | +| | | | questions on | | +| | | | International | | +| | | | Device | | +| | | | Frequency, | | +| | | | Compatibility, | | +| | | | and Coverage. | | +| | | | Refer to the | | +| | | | Wireless Travel | | +| | | | Guide to find: | | +| | | | A list of | | +| | | | countries and | | +| | | | offers | | +| | | | Available | | +| | | | services and | | +| | | | technology | | +| | | | Information on | | +| | | | HD Voice | | +| | | | Information on | | +| | | | domestic rate | | +| | | | plan coverage | | +| | | | Back to Top | | +| | | | Additional | | +| | | | Resources Bill | | +| | | | Inquiry | | +| | | | International | | +| | | | Roaming Bill | | +| | | | Inquiry - BCSS | | +| | | | Customer | | +| | | | Notifications | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Data Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Text Usage | | +| | | | Customer | | +| | | | Notifications | | +| | | | for Voice Usage | | +| | | | Device How | | +| | | | to Use Your | | +| | | | Phone Outside | | +| | | | of the U.S. - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | Cruise One-Time | | +| | | | Charge (OTC) | | +| | | | Packages Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS Expired | | +| | | | International | | +| | | | Roaming Offers | | +| | | | CRU can still | | +| | | | add in business | | +| | | | channels only.  | | +| | | | For more see | | +| | | | World Traveler | | +| | | | Per Minute | | +| | | | Rate. Gulf | | +| | | | of Mexico | | +| | | | Roaming | | +| | | | International | | +| | | | Day Pass | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide Contoso | | +| | | | Coverage Viewer | | +| | | | Enter the | | +| | | | destination | | +| | | | address, ZIP | | +| | | | code, country, | | +| | | | or landmark in | | +| | | | the search | | +| | | | field.  Select | | +| | | | Wireless | | +| | | | Coverage Type > | | +| | | | International | | +| | | | >Voice, Data, | | +| | | | or Discount | | +| | | | Data > | | +| | | |  Search.  | | +| | | | Google Map | | +| | | | International | | +| | | | Services FAQ | | +| | | | PPU - | | +| | | | International | | +| | | | Data PPU | | +| | | | rates apply | | +| | | | when the | | +| | | | customer does | | +| | | | not have an OTC | | +| | | | or MRC Passport | | +| | | | package and | | +| | | | also apply when | | +| | | | outside the | | +| | | | countries that | | +| | | | the packages | | +| | | | cover. For a | | +| | | | list of | | +| | | | countries | | +| | | | covered by | | +| | | | these Passport | | +| | | | packages, see a | | +| | | | tt.com/globalco | | +| | | | untries. PPU | | +| | | | data rate in | | +| | | | all countries | | +| | | | (including | | +| | | | Canada) is | | +| | | | $0.002/KB | | +| | | | ($2.05/MB). | | +| | | | PPU data rate | | +| | | | for airlines is | | +| | | | $0.01/KB | | +| | | | ($10.24/MB). | | +| | | | PPU data rate | | +| | | | for cruise | | +| | | | ships is | | +| | | | $0.006/KB | | +| | | | ($6.14/MB). | | +| | | | PPU - | | +| | | | International | | +| | | | Talk & Text  | | +| | | | PPU Rates | | +| | | | Talk  Per | | +| | | | Minute Rate | | +| | | | Text Rate | | +| | | | Canada/Mexico | | +| | | | $1/minute | | +| | | | SMS sent - | | +| | | | $0.50  MMS | | +| | | | sent - $1.30  | | +| | | | SMS/MMS | | +| | | | received while | | +| | | | roaming is | | +| | | | charged at | | +| | | | domestic rates. | | +| | | | Europe | | +| | | | $2/minute | | +| | | | Rest of World | | +| | | | $3/minute | | +| | | | Airlines & | | +| | | | Cruise Ships | | +| | | | $3/minute Back | | +| | | | to Top Source: | | ++----+----------------+----------------+------------------+--------------+ +| 98 | What happens | If a | Content: If the | 10 | +| | if a | customer | customer has | | +| | customer | wants to | the appropriate | | +| | wants to | remove the | feature for | | +| | remove the | Contoso Interna | International | | +| | Contoso Interna | tional | LD Dialing, are | | +| | tional | Calling | no restrictions | | +| | Calling | feature from | in TORCH, and | | +| | feature from | their | the issue is | | +| | their | account | only with | | +| | account | before their | International | | +| | before their | monthly bill | LD Dialing see | | +| | monthly bill | cycle ends, | International | | +| | cycle ends? | they can do | Dialing | | +| | | so. They | Instructions - | | +| | | should be | BCSS and review | | +| | | informed | subtopics such | | +| | | that | as Country | | +| | | prorated | Codes and | | +| | | charges may | Dialing Interna | | +| | | appear on | tionally.  If | | +| | | their next | you have | | +| | | bill | exhausted all | | +| | | following | troubleshooting | | +| | | the feature | steps and the | | +| | | removal and | customer is | | +| | | any prorated | still unable to | | +| | | minutes or | dial long | | +| | | messages, if | distance intern | | +| | | applicable, | ationally, | | +| | | will also be | transfer the | | +| | | charged. Add | customer to | | +| | | itionally, | BMTS If the | | +| | | they should | customer has | | +| | | be advised | OfficeDirect | | +| | | that dialing | and cannot dial | | +| | | to a country | long distance i | | +| | | within the | nternationally, | | +| | | North | transfer the | | +| | | American | caller to BM | | +| | | Numbering | IoT. Back to | | +| | | plan does | Top Additional | | +| | | not require | Resources | | +| | | an ILD | Device | | +| | | feature on | International | | +| | | their mobile | Dialing | | +| | | number and | Instructions - | | +| | | they still | BCSS Using a | | +| | | have the | Calling Card | | +| | | ability to | with Wireless | | +| | | dial to | Service - BCSS | | +| | | these | Features, | | +| | | countries. | Rates, Plans, | | +| | | (Source: | and Expired | | +| | | Contoso | Features | | +| | | website) | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: What's | | +| | | | New:In December | | +| | | | 2022 Contoso began | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | email of | | +| | | | upcoming | | +| | | | updates | | +| | | | effective | | +| | | | February 1st, | | +| | | | 2023.  Updates: | | +| | | | Per-minute | | +| | | | rates for calls | | +| | | | to over 70 | | +| | | | countries will | | +| | | | decrease. Per- | | +| | | | minute rate for | | +| | | | calls to | | +| | | | Nigeria will | | +| | | | increase to | | +| | | | $0.25/min. | | +| | | | Monthly | | +| | | | recurring | | +| | | | charge for the | | +| | | | feature will | | +| | | | increase from | | +| | | | $7.50/mo. to | | +| | | | $15/mo. per | | +| | | | line. In | | +| | | | addition, | | +| | | | starting | | +| | | | January 1, | | +| | | | 2023, Contoso is | | +| | | | notifying | | +| | | | Business | | +| | | | International | | +| | | | Calling feature | | +| | | | customers by | | +| | | | Bill Message:Im | | +| | | | portant notice | | +| | | | about Contoso | | +| | | | Business | | +| | | | International | | +| | | | CallingStarting | | +| | | | in February | | +| | | | 2023, Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling per- | | +| | | | minute rates | | +| | | | will decrease | | +| | | | for calls to | | +| | | | over 70 | | +| | | | countries and | | +| | | | increase to | | +| | | | $0.25/minute | | +| | | | for calls to | | +| | | | Nigeria. In | | +| | | | addition, the | | +| | | | monthly | | +| | | | recurring | | +| | | | charge will | | +| | | | increase to | | +| | | | $15/month per | | +| | | | line. You will | | +| | | | see these new | | +| | | | rates in 1-2 | | +| | | | bills. For | | +| | | | current feature | | +| | | | information, go | | +| | | | to att.com/bizi | | +| | | | ntlcalling. | | +| | | | Para obtener | | +| | | | mas información | | +| | | | en español | | +| | | | sobre este | | +| | | | aumento de | | +| | | | precio puede | | +| | | | comunicarse al | | +| | | | 1-800-331-0500. | | +| | | | To see the | | +| | | | current Contoso | | +| | | | Business | | +| | | | International | | +| | | | Calling rates | | +| | | | by country, go | | +| | | | to att.com/intl | | +| | | | calling (at the | | +| | | | “See eligible | | +| | | | countries and | | +| | | | rates” link.) | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling is an | | +| | | | international | | +| | | | long distance | | +| | | | calling package | | +| | | | that helps keep | | +| | | | a customer’s | | +| | | | employees | | +| | | | connected when | | +| | | | calling from | | +| | | | the U.S., | | +| | | | Puerto Rico and | | +| | | | the U.S. Virgin | | +| | | | Islands to | | +| | | | their | | +| | | | colleagues and | | +| | | | customers | | +| | | | located abroad | | +| | | | in over 225 | | +| | | | countries. | | +| | | | Qualifying | | +| | | | Questions | | | +| | | | Procedures | | | +| | | | Set | | +| | | | Expectations | | | +| | | | FAQ Feature | | +| | | | Details MRC - | | +| | | | $15/mo. per | | +| | | | line SOC - | | +| | | | ILDBWCADV | | +| | | | Unlimited | | +| | | | calling* from | | +| | | | the U.S. to | | +| | | | over 80 | | +| | | | countries | | +| | | | (rated at | | +| | | | $0/minute). | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | additional | | +| | | | countries. For | | +| | | | details on | | +| | | | available | | +| | | | countries and | | +| | | | rates, visit ht | | +| | | | tp://att.com/in | | +| | | | ternationalcall | | +| | | | ing. (at the | | +| | | | "See eligible | | +| | | | countries and | | +| | | | rates" link) | | +| | | | Incompatible | | +| | | | with: | | +| | | | ICR – Call | | +| | | | restriction SOC | | +| | | | ICR1– Call | | +| | | | restriction SOC | | +| | | | ICR2– Call | | +| | | | restriction SOC | | +| | | | ILDWCADV – Contoso | | +| | | | International | | +| | | | Calling ILNYDR | | +| | | | – Contoso | | +| | | | Dominican | | +| | | | Republic | | +| | | | ZZNOILD – ILD | | +| | | | restriction SOC | | +| | | | ZZNOILD2 – ILD | | +| | | | restriction SOC | | +| | | | (formerly | | +| | | | ZZNOILD) | | +| | | | *Unlimited | | +| | | | calling | | +| | | | requires a | | +| | | | domestic plan | | +| | | | that includes | | +| | | | unlimited | | +| | | | domestic | | +| | | | calling. If the | | +| | | | customer has a | | +| | | | domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. For | | +| | | | more | | +| | | | information on | | +| | | | Contoso Business | | +| | | | International | | +| | | | Calling, click | | +| | | | here. | | +| | | | Qualifying | | +| | | | Questions How | | +| | | | often do you | | +| | | | call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | Which countries | | +| | | | do you call? | | +| | | | How many of | | +| | | | your vendors, | | +| | | | customers or | | +| | | | colleagues live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your business | | +| | | | frequently | | +| | | | require you to | | +| | | | call another | | +| | | | country? | | +| | | | Procedures | | +| | | | Check | | +| | | | eligibility | | +| | | | (see ILD | | +| | | | Dialing | | +| | | | Eligibility in | | +| | | | Related Links). | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Provision the | | +| | | | feature in | | +| | | | OPUS. Set | | +| | | | Expectations | | +| | | | Explain what's | | +| | | | included or | | +| | | | covered. | | +| | | | Effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Explain | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. If | | +| | | | the customer | | +| | | | has a domestic | | +| | | | calling plan | | +| | | | with capped | | +| | | | minutes, all | | +| | | | international | | +| | | | long distance | | +| | | | calls with | | +| | | | Business | | +| | | | International | | +| | | | Calling count | | +| | | | against the | | +| | | | domestic plan’s | | +| | | | monthly | | +| | | | allowance and | | +| | | | may result in | | +| | | | overage | | +| | | | charges. | | +| | | | Source: | | +| | | | Content: | | +| | | | 2 BCSS | | +| | | | representatives | | +| | | | are required to | | +| | | | fully discuss | | +| | | | and provision | | +| | | | all | | +| | | | international | | +| | | | features and | | +| | | | rate plan adds | | +| | | | and changes. | | +| | | | Voice: | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired).  | | +| | | | Messaging: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages.  | | +| | | | Only offer | | +| | | | currently | | +| | | | available | | +| | | | features.  | | +| | | | 3 Set | | +| | | | Expectations | | +| | | | General | | +| | | | Expectations | | +| | | | One-Time Charge | | +| | | | (OTC) Passport  | | +| | | | OTC - Passport | | +| | | | package is an | | +| | | | OTC that | | +| | | | expires off the | | +| | | | service after | | +| | | | 30 days: If | | +| | | | the customer is | | +| | | | adding | | +| | | | consecutive | | +| | | | passports, set | | +| | | | appropriate | | +| | | | expiration date | | +| | | | expectations.  | | +| | | | Confirm | | +| | | | Effective date | | +| | | | and Expiration | | +| | | | date.  | | +| | | | Monthly | | +| | | | Recurring | | +| | | | Charge (MRC) | | +| | | | Review the | | +| | | | Effective date | | +| | | | (and Expiration | | +| | | | date, if | | +| | | | applicable): | | +| | | | If a 2-month | | +| | | | expiration date | | +| | | | has been set, | | +| | | | advise the | | +| | | | customer the | | +| | | | date on which | | +| | | | the feature | | +| | | | will | | +| | | | automatically | | +| | | | expire.  If no | | +| | | | expiration | | +| | | | date, set the | | +| | | | expectations | | +| | | | that package | | +| | | | bills monthly | | +| | | | until it is | | +| | | | removed.  | | +| | | | Two-month | | +| | | | minimum | | +| | | | requirement.  | | +| | | | Both OTC and | | +| | | | MRC Passport | | +| | | | The package MRC | | +| | | | appears as 2 | | +| | | | billed items on | | +| | | | the customer's | | +| | | | invoice (1 for | | +| | | | call/messaging | | +| | | | and the other | | +| | | | for data).  | | +| | | | Packages allow | | +| | | | discounted per | | +| | | | minute calling, | | +| | | | unlimited | | +| | | | messages sent, | | +| | | | and data | | +| | | | allowance while | | +| | | | traveling | | +| | | | outside the | | +| | | | U.S.  Per- | | +| | | | minute calling | | +| | | | rates apply to | | +| | | | incoming and | | +| | | | outgoing | | +| | | | calls.  | | +| | | | Messages | | +| | | | received are | | +| | | | billed at | | +| | | | domestic | | +| | | | messaging | | +| | | | rates.  | | +| | | | Packages allow | | +| | | | international | | +| | | | long distance | | +| | | | dialing at PPU | | +| | | | rates (from the | | +| | | | U.S. | | +| | | | overseas).  | | +| | | | Packages | | +| | | | include | | +| | | | unlimited Wi-Fi | | +| | | | on | | +| | | | participating | | +| | | | hotspots in | | +| | | | select | | +| | | | countries: | | +| | | | The Contoso Global | | +| | | | Wi-Fi App | | +| | | | retired on | | +| | | | April 1, 2018. | | +| | | | Customers are | | +| | | | no longer  able | | +| | | | to access | | +| | | | international | | +| | | | hotspots using | | +| | | | the Wi-Fi App. | | +| | | | However, they | | +| | | | may continue | | +| | | | accessing | | +| | | | international | | +| | | | hotspots | | +| | | | utilizing their | | +| | | | device's Wi-Fi | | +| | | | settings. The | | +| | | | customer must | | +| | | | have domestic | | +| | | | tethering (hots | | +| | | | pot)enabled on | | +| | | | their line of | | +| | | | service. Once | | +| | | | the customer | | +| | | | adds an | | +| | | | international | | +| | | | feature, they | | +| | | | will be able to | | +| | | | tether while | | +| | | | traveling | | +| | | | abroad: See  | | +| | | | att.com/intlwif | | +| | | | i.  | | +| | | | Provide the | | +| | | | link to Contoso Wo | | +| | | | rld: www.att.co | | +| | | | m/global. | | +| | | | Customers may | | +| | | | find all | | +| | | | details, | | +| | | | including | | +| | | | current | | +| | | | international | | +| | | | rates: | | +| | | | Select | | +| | | | International | | +| | | | Travel or Talk | | +| | | | and Text from | | +| | | | the U.S.  | | +| | | | Select FAQs.  | | +| | | | International | | +| | | | Long Distance | | +| | | | Review the | | +| | | | Country Code | | +| | | | and the correct | | +| | | | dialing | | +| | | | patterns for | | +| | | | the countries | | +| | | | the customer is | | +| | | | calling. | | +| | | | Messaging / | | +| | | | Data Rates | | +| | | | From the U.S. - | | +| | | | International | | +| | | | LD Messaging | | +| | | | feature | | +| | | | Sending - | | +| | | | International | | +| | | | text messages | | +| | | | sent from the | | +| | | | U.S. do not | | +| | | | draw from a | | +| | | | customer's | | +| | | | domestic | | +| | | | messaging plan: | | +| | | | After included | | +| | | | international | | +| | | | messages are | | +| | | | exceeded, | | +| | | | billing is as | | +| | | | follows: | | +| | | | Text - $0.25 | | +| | | | per message  | | +| | | | Picture/Video - | | +| | | | $0.50  | | +| | | | Receiving - | | +| | | | Messages | | +| | | | received from | | +| | | | an | | +| | | | international | | +| | | | number are | | +| | | | billed at the | | +| | | | domestic PPU | | +| | | | rate or | | +| | | | deducted from | | +| | | | the domestic | | +| | | | messaging | | +| | | | package.  | | +| | | | 4 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see OPUS Hub | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international  | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Back to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if the | | +| | | | feature was | | +| | | | provisioned | | +| | | | correctly: | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | feature: ◦In | | +| | | | the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - Class | | +| | | | of Service | | +| | | | Restrictions | | +| | | | section: | | +| | | | Outbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Inbound: No | | +| | | | Restrictions | | +| | | | (none)  | | +| | | | Clarify and | | +| | | | confirm that | | +| | | | the issue is | | +| | | | only with | | +| | | | International | | +| | | | LD Dialing and | | +| | | | not with | | +| | | | domestic | | +| | | | dialing.  | | +| | | | Source: | | +| | | | Content: | | +| | | | Eligibility | | | +| | | | Provisioning | | | +| | | | Troubleshooting | | +| | | | | Additional | | +| | | | Resources What | | +| | | | is | | +| | | | International | | +| | | | Long Distance | | +| | | | The customer is | | +| | | | in the U.S.  | | +| | | | They are using | | +| | | | the mobile | | +| | | | device to | | +| | | | call/send a | | +| | | | message to | | +| | | | someone in a | | +| | | | foreign | | +| | | | country. | | +| | | | Example: The | | +| | | | customer is in | | +| | | | Atlanta placing | | +| | | | a call or | | +| | | | sending a text | | +| | | | message to | | +| | | | Germany.  | | +| | | | Exception: | | +| | | | These countries | | +| | | | and territories | | +| | | | use the North | | +| | | | American Number | | +| | | | plan and the | | +| | | | ILD feature is | | +| | | | not needed to | | +| | | | call: | | +| | | | American | | +| | | | Samoa,* | | +| | | | Anguilla, | | +| | | | Antigua, | | +| | | | Barbuda, | | +| | | | Bahamas, | | +| | | | Barbados, | | +| | | | Bermuda, | | +| | | | British | | +| | | | Dominican | | +| | | | Republic, | | +| | | | Canada, | | +| | | | Grenada, | | +| | | | Jamaica, | | +| | | | Montserrat, St. | | +| | | | Lucia, St. | | +| | | | Kitts, Nevis, | | +| | | | St. Vincent, | | +| | | | the Grenadines, | | +| | | | Sint Maarten | | +| | | | (this is not | | +| | | | St. Martin), | | +| | | | Trinidad, | | +| | | | Tobago, Turks, | | +| | | | Caicos, and | | +| | | | U.S. | | +| | | | territories | | +| | | | (Guam, Northern | | +| | | | Mariana | | +| | | | Islands, Puerto | | +| | | | Rico, and the | | +| | | | USVI) | | +| | | | *Calls to | | +| | | | American Samoa | | +| | | | rate as an | | +| | | | international | | +| | | | toll call. | | +| | | | Recommend an | | +| | | | ILD feature for | | +| | | | customers | | +| | | | calling | | +| | | | American Samoa. | | +| | | | Back to Top | | +| | | | Eligibility | | +| | | | CRU (FAN/Non- | | +| | | | FAN) | | +| | | | Enterprise GBS | | +| | | | - All | | +| | | | international | | +| | | | services are | | +| | | | available to | | +| | | | Enterprise | | +| | | | customers | | +| | | | (TLG/NBI - | | +| | | | credit class A, | | +| | | | J, M) at time | | +| | | | of activation.  | | +| | | | For all other | | +| | | | CRU customers, | | +| | | | eligibility | | +| | | | rules are as | | +| | | | follows:  | | +| | | | Any | | +| | | | international | | +| | | | long distance | | +| | | | service is | | +| | | | available at | | +| | | | activation to | | +| | | | customers in | | +| | | | Contoso Retail | | +| | | | with qualifying | | +| | | | credit | | +| | | | classes.  | | +| | | | Otherwise, 3 | | +| | | | months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN with good | | +| | | | payment history | | +| | | | and no current | | +| | | | fraud hotline | | +| | | | is required.  | | +| | | | SIG | | +| | | | BMC/BME: | | +| | | | Transfer all | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | requests to | | +| | | | provision | | +| | | | international | | +| | | | features to | | +| | | | Consumer | | +| | | | Customer | | +| | | | Service.  | | +| | | | Others: Check | | +| | | | Eligibility  | | +| | | | Three months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN  A good | | +| | | | payment | | +| | | | history  No | | +| | | | current fraud | | +| | | | hotline  | | +| | | | Exception: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | packages do not | | +| | | | require an | | +| | | | eligibility | | +| | | | check, | | +| | | | provision.  | | +| | | | The billing | | +| | | | system | | +| | | | automatically | | +| | | | checks the | | +| | | | above | | +| | | | eligibility | | +| | | | rules upon | | +| | | | provisioning. | | +| | | |  See | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | Eligibility  | | +| | | | Back to Top | | +| | | | Provisioning | | +| | | | International | | +| | | | Feature Already | | +| | | | Provisioned | | +| | | | Assist the | | +| | | | customer with | | +| | | | their request. | | +| | | | Verify Feature | | +| | | | is Provisioned | | +| | | | Verify the | | +| | | | feature is in | | +| | | | the billing | | +| | | | system | | +| | | | (Telegence). | | +| | | | Verify the | | +| | | | information in | | +| | | | TORCH matches | | +| | | | the feature in | | +| | | | the billing | | +| | | | system. | | +| | | | If Then | | +| | | | Not Provisioned | | +| | | | Correctly | | +| | | | Follow Check | | +| | | | International | | +| | | | Features | | +| | | | Provisioning - | | +| | | | TORCH | | +| | | | Provisioned | | +| | | | Correctly | | +| | | | Review the | | +| | | | feature | | +| | | | expectations | | +| | | | with the | | +| | | | customer | | +| | | | in step 3  of | | +| | | | the No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | section. | | +| | | | Add / Change | | +| | | | Feature Follow | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | steps. | | +| | | | Remove Feature | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know | | +| | | | Inform the | | +| | | | customer they | | +| | | | can add and | | +| | | | remove | | +| | | | International | | +| | | | Voice and Data | | +| | | | features: | | +| | | | CRU customers: | | +| | | | Use Premier. | | +| | | | If the feature | | +| | | | is removed or | | +| | | | set to be | | +| | | | removed on a | | +| | | | future date:  | | +| | | | Explain how the | | +| | | | prorated | | +| | | | charges will | | +| | | | appear on the | | +| | | | customer's next | | +| | | | bill following | | +| | | | the feature | | +| | | | removal.  | | +| | | | Explain any | | +| | | | prorated | | +| | | | minutes or | | +| | | | messages, if | | +| | | | applicable.  | | +| | | | Advise the | | +| | | | customer that | | +| | | | dialing to a | | +| | | | country within | | +| | | | the North | | +| | | | American | | +| | | | Numbering plan | | +| | | | does not | | +| | | | require an ILD | | +| | | | feature on the | | +| | | | customer's | | +| | | | mobile number | | +| | | | and they still | | +| | | | have the | | +| | | | ability to dial | | +| | | | to these | | +| | | | countries: | | +| | | | Refer to Intern | | +| | | | ational Long | | +| | | | Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired). | | +| | | | Charges may | | +| | | | take up to 60 | | +| | | | days for | | +| | | | minutes (or | | +| | | | charges) used | | +| | | | outside their | | +| | | | home area to | | +| | | | appear on their | | +| | | | bill. | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | 1 Confirm the | | +| | | | customer's | | +| | | | eligibility. | | +| | | | If not | | +| | | | eligible, and | | +| | | | requesting an | | +| | | | exception, foll | | +| | | | ow Internationa | | +| | | | l Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS. | | +| | | | Per the | | +| | | | exception | | +| | | | process for CRU | | +| | | | customers, | | +| | | | review features | | +| | | | and | | +| | | | expectations | | +| | | | before | | +| | | | requesting an | | +| | | | international | | +| | | | feature. | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Do | Feature | | +| | | | Codes | Selling | | +| | | | Tips | FAQ ¶ ¶ | | +| | | | ¶ Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (formerly known | | +| | | | as World | | +| | | | Connect | | +| | | | Advantage)¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling is a | | +| | | | feature that | | +| | | | can be added to | | +| | | | a postpaid rate | | +| | | | plan. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Unlimited | | +| | | | calling to | | +| | | | Canada and | | +| | | | Mexico (rated | | +| | | | at $0/minute) | | +| | | | Unlimited | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 85 | | +| | | | countries. | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.See | | +| | | | Retired Contoso | | +| | | | World Connect | | +| | | | Value Rates for | | +| | | | additional | | +| | | | support.¶ $15 | | +| | | | per month, per | | +| | | | line. Feature | | +| | | | Code ILDWCADV¶ | | +| | | | See feature | | +| | | | codes for a | | +| | | | list on | | +| | | | incompatible | | +| | | | features.¶ If | | +| | | | a customer's | | +| | | | rate plan | | +| | | | doesn't include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/min) | | +| | | | apply to | | +| | | | international | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance. ¶ ¶ | | +| | | | ¶ World | | +| | | | Connect Value | | +| | | | (retired)¶ | | +| | | | Visit retired | | +| | | | rates for | | +| | | | additional | | +| | | | support.World | | +| | | | Connect Value | | +| | | | (retired) is an | | +| | | | ILD MRC | | +| | | | providing | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to 225 | | +| | | | countries. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Calling from | | +| | | | the U.S. to | | +| | | | Mexico and U.S. | | +| | | | to Canada is $0 | | +| | | | per minute. | | +| | | | Discounted | | +| | | | rates to both | | +| | | | wired and | | +| | | | wireless | | +| | | | numbers in over | | +| | | | 225 countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.¶ | | +| | | | $5 per month, | | +| | | | per line. | | +| | | | Feature Code: | | +| | | | ILWCV2 If the | | +| | | | customer's rate | | +| | | | plan doesn't | | +| | | | include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/minute) | | +| | | | apply to ILD | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance.¶ ¶ | | +| | | | Access to links | | +| | | | on this page is | | +| | | | restricted | | +| | | | based on your | | +| | | | profile.¶ ¶ ¶ | | +| | | | What I Need to | | +| | | | Know ¶ Check | | +| | | | eligibility, | | +| | | | using ILD | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Tell the | | +| | | | customer what | | +| | | | is included or | | +| | | | covered. | | +| | | | Provide the | | +| | | | effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Advise | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. ¶ ¶ | | +| | | | ¶ Feature ¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (ILDWCADV) and | | +| | | | SOC is | | +| | | | incompatible | | +| | | | with:¶ ¶ | | +| | | | World Connect | | +| | | | (ILWC) Contoso | | +| | | | Latin America | | +| | | | Talk and Text | | +| | | | (ILDLATT) Contoso | | +| | | | Latin America | | +| | | | Calling | | +| | | | (ILDLATWHP) | | +| | | | Contoso Dominican | | +| | | | Republic | | +| | | | (ILNYDR) Contoso | | +| | | | Caribbean | | +| | | | Calling (ILCC) | | +| | | | Contoso World | | +| | | | Connect for | | +| | | | Agent Sales | | +| | | | (ILWA) Contoso | | +| | | | World Connect | | +| | | | Value East Asia | | +| | | | and India | | +| | | | (ILWCA) The | | +| | | | SOC is also | | +| | | | incompatible | | +| | | | with the | | +| | | | following call | | +| | | | restriction | | +| | | | codes:¶ ¶ ICR | | +| | | | ICR1 ICR2 | | +| | | | ZZNOILD2 | | +| | | | (formerly | | +| | | | ZZNOILD) ¶ ¶ | | +| | | | ¶ Selling | | +| | | | Tips ¶ | | +| | | | Qualifying | | +| | | | Questions¶ ¶ | | +| | | | How often do | | +| | | | you call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | which | | +| | | | countries? How | | +| | | | many family | | +| | | | members or | | +| | | | friends live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your company's | | +| | | | business | | +| | | | require you | | +| | | | often call | | +| | | | another | | +| | | | country? ¶ ¶ | | +| | | | Source: | | ++----+----------------+----------------+------------------+--------------+ +| 99 | what is not | Contoso Interna | Content: If the | 10 | +| | compatible | tional | customer has | | +| | with interna | Calling | the appropriate | | +| | tional | (ILDWCADV) | feature for | | +| | calling? | and SOC is | International | | +| | | incompatible | LD Dialing, are | | +| | | with World | no restrictions | | +| | | Connect | in TORCH, and | | +| | | (ILWC), Contoso | the issue is | | +| | | Latin | only with | | +| | | America Talk | International | | +| | | and Text | LD Dialing see | | +| | | (ILDLATT), | International | | +| | | Contoso Latin | Dialing | | +| | | America | Instructions - | | +| | | Calling | BCSS and review | | +| | | (ILDLATWHP), | subtopics such | | +| | | Contoso | as Country | | +| | | Dominican | Codes and | | +| | | Republic | Dialing Interna | | +| | | (ILNYDR), | tionally.  If | | +| | | Contoso | you have | | +| | | Caribbean | exhausted all | | +| | | Calling | troubleshooting | | +| | | (ILCC), and | steps and the | | +| | | Contoso World | customer is | | +| | | Connect for | still unable to | | +| | | Agent Sales | dial long | | +| | | (ILWA). The | distance intern | | +| | | SOC is also | ationally, | | +| | | incompatible | transfer the | | +| | | with the | customer to | | +| | | following | BMTS If the | | +| | | call | customer has | | +| | | restriction | OfficeDirect | | +| | | codes: ICR, | and cannot dial | | +| | | ICR1, ICR2, | long distance i | | +| | | and ZZNOILD2 | nternationally, | | +| | | (formerly | transfer the | | +| | | ZZNOILD). | caller to BM | | +| | | (Source: | IoT. Back to | | +| | | content) | Top Additional | | +| | | | Resources | | +| | | | Device | | +| | | | International | | +| | | | Dialing | | +| | | | Instructions - | | +| | | | BCSS Using a | | +| | | | Calling Card | | +| | | | with Wireless | | +| | | | Service - BCSS | | +| | | | Features, | | +| | | | Rates, Plans, | | +| | | | and Expired | | +| | | | Features | | +| | | | Contoso Canada and | | +| | | | Mexico Voice | | +| | | | and Text Only | | +| | | | Plans Contoso | | +| | | | International | | +| | | | Calling Contoso | | +| | | | Roam | | +| | | | Mexico/Roam | | +| | | | Mexico Data - | | +| | | | BCSS | | +| | | | International | | +| | | | Long Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired) | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | Packages | | +| | | | International | | +| | | | Call Restrict | | +| | | | International | | +| | | | Dialing, | | +| | | | Roaming | | +| | | | Restrictions, | | +| | | | and Data Roam | | +| | | | Controls | | +| | | | Maps | | +| | | | Wireless Travel | | +| | | | Guide | | +| | | | Mobile | | +| | | | Termination | | +| | | | Rates Some | | +| | | | foreign | | +| | | | carriers charge | | +| | | | Contoso Mobility a | | +| | | | mobile | | +| | | | termination | | +| | | | charge for | | +| | | | calls that | | +| | | | terminate on | | +| | | | mobile | | +| | | | phones/devices, | | +| | | | or for | | +| | | | specialized | | +| | | | services (such | | +| | | | as Premium | | +| | | | Rated Services) | | +| | | | in those | | +| | | | countries. In | | +| | | | countries where | | +| | | | this occurs, | | +| | | | this charge is | | +| | | | passed onto | | +| | | | customers, | | +| | | | creating: | | +| | | | One rate for | | +| | | | calls placed to | | +| | | | wired phones in | | +| | | | that country A | | +| | | | separate rate | | +| | | | (inclusive of | | +| | | | the surcharge) | | +| | | | for calls | | +| | | | placed to | | +| | | | mobile phones | | +| | | | or for | | +| | | | specialized | | +| | | | services in | | +| | | | that country | | +| | | | Calling from | | +| | | | the U.S. to a | | +| | | | U.S. subscriber | | +| | | | roaming in | | +| | | | another country | | +| | | | does not incur | | +| | | | an ILD mobile | | +| | | | surcharge.  If | | +| | | | a customer | | +| | | | calls an | | +| | | | overseas wired | | +| | | | number and the | | +| | | | call is | | +| | | | forwarded to a | | +| | | | mobile number | | +| | | | or specialized | | +| | | | service, then | | +| | | | the customer is | | +| | | | billed the | | +| | | | mobile | | +| | | | terminating | | +| | | | rate. Back to | | +| | | | Top Source: | | +| | | | Content: | | +| | | | Eligibility | | | +| | | | Provisioning | | | +| | | | Troubleshooting | | +| | | | | Additional | | +| | | | Resources What | | +| | | | is | | +| | | | International | | +| | | | Long Distance | | +| | | | The customer is | | +| | | | in the U.S.  | | +| | | | They are using | | +| | | | the mobile | | +| | | | device to | | +| | | | call/send a | | +| | | | message to | | +| | | | someone in a | | +| | | | foreign | | +| | | | country. | | +| | | | Example: The | | +| | | | customer is in | | +| | | | Atlanta placing | | +| | | | a call or | | +| | | | sending a text | | +| | | | message to | | +| | | | Germany.  | | +| | | | Exception: | | +| | | | These countries | | +| | | | and territories | | +| | | | use the North | | +| | | | American Number | | +| | | | plan and the | | +| | | | ILD feature is | | +| | | | not needed to | | +| | | | call: | | +| | | | American | | +| | | | Samoa,* | | +| | | | Anguilla, | | +| | | | Antigua, | | +| | | | Barbuda, | | +| | | | Bahamas, | | +| | | | Barbados, | | +| | | | Bermuda, | | +| | | | British | | +| | | | Dominican | | +| | | | Republic, | | +| | | | Canada, | | +| | | | Grenada, | | +| | | | Jamaica, | | +| | | | Montserrat, St. | | +| | | | Lucia, St. | | +| | | | Kitts, Nevis, | | +| | | | St. Vincent, | | +| | | | the Grenadines, | | +| | | | Sint Maarten | | +| | | | (this is not | | +| | | | St. Martin), | | +| | | | Trinidad, | | +| | | | Tobago, Turks, | | +| | | | Caicos, and | | +| | | | U.S. | | +| | | | territories | | +| | | | (Guam, Northern | | +| | | | Mariana | | +| | | | Islands, Puerto | | +| | | | Rico, and the | | +| | | | USVI) | | +| | | | *Calls to | | +| | | | American Samoa | | +| | | | rate as an | | +| | | | international | | +| | | | toll call. | | +| | | | Recommend an | | +| | | | ILD feature for | | +| | | | customers | | +| | | | calling | | +| | | | American Samoa. | | +| | | | Back to Top | | +| | | | Eligibility | | +| | | | CRU (FAN/Non- | | +| | | | FAN) | | +| | | | Enterprise GBS | | +| | | | - All | | +| | | | international | | +| | | | services are | | +| | | | available to | | +| | | | Enterprise | | +| | | | customers | | +| | | | (TLG/NBI - | | +| | | | credit class A, | | +| | | | J, M) at time | | +| | | | of activation.  | | +| | | | For all other | | +| | | | CRU customers, | | +| | | | eligibility | | +| | | | rules are as | | +| | | | follows:  | | +| | | | Any | | +| | | | international | | +| | | | long distance | | +| | | | service is | | +| | | | available at | | +| | | | activation to | | +| | | | customers in | | +| | | | Contoso Retail | | +| | | | with qualifying | | +| | | | credit | | +| | | | classes.  | | +| | | | Otherwise, 3 | | +| | | | months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN with good | | +| | | | payment history | | +| | | | and no current | | +| | | | fraud hotline | | +| | | | is required.  | | +| | | | SIG | | +| | | | BMC/BME: | | +| | | | Transfer all | | +| | | | Contoso Signature | | +| | | | Program | | +| | | | requests to | | +| | | | provision | | +| | | | international | | +| | | | features to | | +| | | | Consumer | | +| | | | Customer | | +| | | | Service.  | | +| | | | Others: Check | | +| | | | Eligibility  | | +| | | | Three months | | +| | | | continuous | | +| | | | service on the | | +| | | | CTN  A good | | +| | | | payment | | +| | | | history  No | | +| | | | current fraud | | +| | | | hotline  | | +| | | | Exception: | | +| | | | International | | +| | | | Long Distance | | +| | | | Messaging | | +| | | | packages do not | | +| | | | require an | | +| | | | eligibility | | +| | | | check, | | +| | | | provision.  | | +| | | | The billing | | +| | | | system | | +| | | | automatically | | +| | | | checks the | | +| | | | above | | +| | | | eligibility | | +| | | | rules upon | | +| | | | provisioning. | | +| | | |  See | | +| | | | International | | +| | | | Roaming and | | +| | | | International | | +| | | | Long-Distance | | +| | | | Dialing | | +| | | | Eligibility  | | +| | | | Back to Top | | +| | | | Provisioning | | +| | | | International | | +| | | | Feature Already | | +| | | | Provisioned | | +| | | | Assist the | | +| | | | customer with | | +| | | | their request. | | +| | | | Verify Feature | | +| | | | is Provisioned | | +| | | | Verify the | | +| | | | feature is in | | +| | | | the billing | | +| | | | system | | +| | | | (Telegence). | | +| | | | Verify the | | +| | | | information in | | +| | | | TORCH matches | | +| | | | the feature in | | +| | | | the billing | | +| | | | system. | | +| | | | If Then | | +| | | | Not Provisioned | | +| | | | Correctly | | +| | | | Follow Check | | +| | | | International | | +| | | | Features | | +| | | | Provisioning - | | +| | | | TORCH | | +| | | | Provisioned | | +| | | | Correctly | | +| | | | Review the | | +| | | | feature | | +| | | | expectations | | +| | | | with the | | +| | | | customer | | +| | | | in step 3  of | | +| | | | the No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | section. | | +| | | | Add / Change | | +| | | | Feature Follow | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | steps. | | +| | | | Remove Feature | | +| | | | What the | | +| | | | Customer Needs | | +| | | | to Know | | +| | | | Inform the | | +| | | | customer they | | +| | | | can add and | | +| | | | remove | | +| | | | International | | +| | | | Voice and Data | | +| | | | features: | | +| | | | CRU customers: | | +| | | | Use Premier. | | +| | | | If the feature | | +| | | | is removed or | | +| | | | set to be | | +| | | | removed on a | | +| | | | future date:  | | +| | | | Explain how the | | +| | | | prorated | | +| | | | charges will | | +| | | | appear on the | | +| | | | customer's next | | +| | | | bill following | | +| | | | the feature | | +| | | | removal.  | | +| | | | Explain any | | +| | | | prorated | | +| | | | minutes or | | +| | | | messages, if | | +| | | | applicable.  | | +| | | | Advise the | | +| | | | customer that | | +| | | | dialing to a | | +| | | | country within | | +| | | | the North | | +| | | | American | | +| | | | Numbering plan | | +| | | | does not | | +| | | | require an ILD | | +| | | | feature on the | | +| | | | customer's | | +| | | | mobile number | | +| | | | and they still | | +| | | | have the | | +| | | | ability to dial | | +| | | | to these | | +| | | | countries: | | +| | | | Refer to Intern | | +| | | | ational Long | | +| | | | Distance | | +| | | | Features, | | +| | | | Rates, and | | +| | | | Provisioning | | +| | | | Detail (Current | | +| | | | and Expired). | | +| | | | Charges may | | +| | | | take up to 60 | | +| | | | days for | | +| | | | minutes (or | | +| | | | charges) used | | +| | | | outside their | | +| | | | home area to | | +| | | | appear on their | | +| | | | bill. | | +| | | | No | | +| | | | International | | +| | | | Feature | | +| | | | Provisioned | | +| | | | 1 Confirm the | | +| | | | customer's | | +| | | | eligibility. | | +| | | | If not | | +| | | | eligible, and | | +| | | | requesting an | | +| | | | exception, foll | | +| | | | ow Internationa | | +| | | | l Feature | | +| | | | Eligibility | | +| | | | Exception | | +| | | | Process - BCSS. | | +| | | | Per the | | +| | | | exception | | +| | | | process for CRU | | +| | | | customers, | | +| | | | review features | | +| | | | and | | +| | | | expectations | | +| | | | before | | +| | | | requesting an | | +| | | | international | | +| | | | feature. | | +| | | | Source: | | +| | | | Content: iPhone | | +| | | | and most | | +| | | | BlackBerry | | +| | | | smartphones) | | +| | | | When using, you | | +| | | | are charged the | | +| | | | international | | +| | | | data rates.  | | +| | | | You need a | | +| | | | password to | | +| | | | retrieve your | | +| | | | voicemail when | | +| | | | roaming. | | +| | | | Exception: | | +| | | | Visual | | +| | | | Voicemail with | | +| | | | International | | +| | | | Data plan. If | | +| | | | needed, see | | +| | | | International | | +| | | | Roaming | | +| | | | Voicemail | | +| | | | Instructions | | +| | | | and Charge. | | +| | | | 5 Provision | | +| | | | the feature - | | +| | | | for additional | | +| | | | information, | | +| | | | see | | +| | | | Provisioning | | +| | | | International | | +| | | | Roaming | | +| | | | Features. | | +| | | | Confirm the | | +| | | | effective date. | | +| | | | Provision the | | +| | | | package.  | | +| | | | Provide a | | +| | | | package | | +| | | | overview to the | | +| | | | customer when | | +| | | | provisioning | | +| | | | international | | +| | | | roaming | | +| | | | features on a | | +| | | | customer’s | | +| | | | account | | +| | | | including but | | +| | | | not limited to: | | +| | | | Feature charge | | +| | | | and impacts | | +| | | | Effective dates | | +| | | | of the features | | +| | | | What is | | +| | | | included with | | +| | | | or covered by | | +| | | | the feature: | | +| | | | Per minute | | +| | | | calling rates, | | +| | | | data, and | | +| | | | messaging | | +| | | | allowances and | | +| | | | the cost for | | +| | | | overages. | | +| | | | Provisioning | | +| | | | international | | +| | | | roaming (IR) | | +| | | | features | | +| | | | (voice, | | +| | | | messaging, or | | +| | | | data) on a line | | +| | | | of service | | +| | | | enables | | +| | | | customers to | | +| | | | use voice, | | +| | | | messaging, and | | +| | | | data service, | | +| | | | depending on | | +| | | | their device, | | +| | | | while traveling | | +| | | | abroad. An IR | | +| | | | feature is | | +| | | | required on | | +| | | | each CTN that | | +| | | | plans to travel | | +| | | | internationally | | +| | | | or their | | +| | | | devices will | | +| | | | not work on the | | +| | | | cellular | | +| | | | network. Back | | +| | | | to Top | | +| | | | Troubleshooting | | +| | | | Check TORCH to | | +| | | | see if a | | +| | | | feature was | | +| | | | provisioned | | +| | | | properly for | | +| | | | the customer: | | +| | | | Follow the | | +| | | | TORCH | | +| | | | guidelines.  | | +| | | | Provision the | | +| | | | feature, if | | +| | | | needed. If this | | +| | | | does not | | +| | | | resolve the | | +| | | | issue, use | | +| | | | standard | | +| | | | troubleshooting | | +| | | | steps to | | +| | | | determine the | | +| | | | issue (for | | +| | | | example: check | | +| | | | if the device | | +| | | | is | | +| | | | international | | +| | | | capable). If | | +| | | | unable to | | +| | | | provision a | | +| | | | feature: | | +| | | | File an Unable | | +| | | | to Complete | | +| | | | Transaction | | +| | | | Clarify case. | | +| | | | See your | | +| | | | channel's | | +| | | | Clarify case | | +| | | | policy. If the | | +| | | | issue continue, | | +| | | | transfer the | | +| | | | call to BMTS. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | feature only, | | +| | | | in the Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice: | | +| | | | International | | +| | | | (INTL).  Data | | +| | | | Roaming | | +| | | | Profile: DREP | | +| | | | NATL or DREP | | +| | | | NATL NOCANMEX.  | | +| | | | Refer to | | +| | | | Roaming Profile | | +| | | | Field - TORCH. | | +| | | | International | | +| | | | Roaming Voice | | +| | | | and Data | | +| | | | feature, in the | | +| | | | Elements | | +| | | | Display Panel - | | +| | | | Sub/HLR - | | +| | | | Roaming Profile | | +| | | | section: | | +| | | | Voice Roaming | | +| | | | Profile: | | +| | | | DATA_INTL_PC100 | | +| | | | or | | +| | | | International. | | +| | | | Data Roaming | | +| | | | Profile: DREP_D | | +| | | | ATA_INTL_PC100 | | +| | | | or DREP INTL. | | +| | | | Refer to | | +| | | | Roaming | | +| | | |  Profile Field | | +| | | | - TORCH . BMTS | | +| | | | resolves | | +| | | | technical | | +| | | | issues for all | | +| | | | customer types | | +| | | | while roaming | | +| | | | overseas: | | +| | | | When a customer | | +| | | | is not properly | | +| | | | provisioned | | +| | | | when arriving | | +| | | | overseas, after | | +| | | | checking | | +| | | | eligibility and | | +| | | | authorization, | | +| | | | proceed to | | +| | | | provision the | | +| | | | international | | +| | | | feature.  | | +| | | | Check | | +| | | | provisioning as | | +| | | | stated above | | +| | | | and Test the | | +| | | | Resolution | | +| | | | (TTR): Only | | +| | | | if | | +| | | | unsuccessful, | | +| | | | transfer the | | +| | | | customer to | | +| | | | BMTS for a | | +| | | | resolution. | | +| | | | Suggested | | +| | | | Verbiage: | | +| | | | Mr./Ms. | | +| | | |  [Customer | | +| | | | Name], I just | | +| | | | added the | | +| | | | international | | +| | | | feature for | | +| | | | you. I am going | | +| | | | to partner you | | +| | | | with one of | | +| | | | Contoso's Advanced | | +| | | | Technical | | +| | | | Support | | +| | | | specialists who | | +| | | | will ensure you | | +| | | | will be able to | | +| | | | use your | | +| | | | service where | | +| | | | you are.  | | +| | | | Provide the | | +| | | | customer the | | +| | | | free number to | | +| | | | call from their | | +| | | | wireless phone | | +| | | | +1.314.925.6925 | | +| | | | .  If calling | | +| | | | from a wired | | +| | | | phone, a BMTS | | +| | | | specialist | | +| | | | calls back to | | +| | | | minimize the | | +| | | | cost to the | | +| | | | customer: In | | +| | | | most GSM | | +| | | | devices, the | | +| | | | (+) sign | | +| | | | appears by | | +| | | | pressing and | | +| | | | holding down | | +| | | | the 0 key. For | | +| | | | the BlackBerry, | | +| | | | use the SYM key | | +| | | | and the + | | +| | | | symbol.  | | +| | | | If the customer | | +| | | | is calling on | | +| | | | behalf of the | | +| | | | end-user | | +| | | | (device not in | | +| | | | hand): Ask | | +| | | | the caller if | | +| | | | the end-user | | +| | | | has an | | +| | | | alternate | | +| | | | number they can | | +| | | | be contacted | | +| | | | on.  If there | | +| | | | is no alternate | | +| | | | number, provide | | +| | | | the customer | | +| | | | with the number | | +| | | | to BMTS at+1.31 | | +| | | | 4.925.6925, so | | +| | | | they can advise | | +| | | | the end-user to | | +| | | | call when they | | +| | | | are available | | +| | | | to continue tro | | +| | | | ubleshooting. | | +| | | | Customers | | +| | | | should | | +| | | | indicate: | | +| | | | Location Issue | | +| | | | Wireless | | +| | | | number  | | +| | | | Callback number | | +| | | | C-Level | | +| | | | customers (High | | +| | | | Level | | +| | | | Enterprise | | +| | | | Executives): | | +| | | | A special team | | +| | | | in BMTS handles | | +| | | | for IR issues.  | | +| | | | If a customer | | +| | | | self-identifies | | +| | | | as a C-Level | | +| | | | customer and | | +| | | | they are having | | +| | | | IR issues, | | +| | | | bridge the call | | +| | | | to BMTS and | | +| | | | tell the | | +| | | | representative | | +| | | | you have a | | +| | | | C-Level | | +| | | | customer. If a | | +| | | | CRU end-user, | | +| | | | AOP, or TCM | | +| | | | requests you | | +| | | | contact another | | +| | | | AOP/TCM/end- | | +| | | | user traveling | | +| | | | overseas, | | +| | | | advise the | | +| | | | caller that we | | +| | | | do not have | | +| | | | overseas | | +| | | | dialing | | +| | | | permissions | | +| | | | Source: | | +| | | | Content: Jump | | +| | | | to: What I Need | | +| | | | to Do | Feature | | +| | | | Codes | Selling | | +| | | | Tips | FAQ ¶ ¶ | | +| | | | ¶ Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (formerly known | | +| | | | as World | | +| | | | Connect | | +| | | | Advantage)¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling is a | | +| | | | feature that | | +| | | | can be added to | | +| | | | a postpaid rate | | +| | | | plan. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Unlimited | | +| | | | calling to | | +| | | | Canada and | | +| | | | Mexico (rated | | +| | | | at $0/minute) | | +| | | | Unlimited | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 85 | | +| | | | countries. | | +| | | | Discounted | | +| | | | calling from | | +| | | | the U.S. to | | +| | | | over 140 | | +| | | | countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.See | | +| | | | Retired Contoso | | +| | | | World Connect | | +| | | | Value Rates for | | +| | | | additional | | +| | | | support.¶ $15 | | +| | | | per month, per | | +| | | | line. Feature | | +| | | | Code ILDWCADV¶ | | +| | | | See feature | | +| | | | codes for a | | +| | | | list on | | +| | | | incompatible | | +| | | | features.¶ If | | +| | | | a customer's | | +| | | | rate plan | | +| | | | doesn't include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/min) | | +| | | | apply to | | +| | | | international | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance. ¶ ¶ | | +| | | | ¶ World | | +| | | | Connect Value | | +| | | | (retired)¶ | | +| | | | Visit retired | | +| | | | rates for | | +| | | | additional | | +| | | | support.World | | +| | | | Connect Value | | +| | | | (retired) is an | | +| | | | ILD MRC | | +| | | | providing | | +| | | | discounted | | +| | | | calling from | | +| | | | the U.S. to 225 | | +| | | | countries. The | | +| | | | package | | +| | | | includes:¶ ¶ | | +| | | | Calling from | | +| | | | the U.S. to | | +| | | | Mexico and U.S. | | +| | | | to Canada is $0 | | +| | | | per minute. | | +| | | | Discounted | | +| | | | rates to both | | +| | | | wired and | | +| | | | wireless | | +| | | | numbers in over | | +| | | | 225 countries:¶ | | +| | | | For a complete | | +| | | | list of | | +| | | | countries, | | +| | | | visit att.com/i | | +| | | | ntlcalling.¶ | | +| | | | $5 per month, | | +| | | | per line. | | +| | | | Feature Code: | | +| | | | ILWCV2 If the | | +| | | | customer's rate | | +| | | | plan doesn't | | +| | | | include | | +| | | | unlimited talk, | | +| | | | overage charges | | +| | | | (up to | | +| | | | $0.45/minute) | | +| | | | apply to ILD | | +| | | | calls that | | +| | | | exceed the | | +| | | | plan's minute | | +| | | | allowance.¶ ¶ | | +| | | | Access to links | | +| | | | on this page is | | +| | | | restricted | | +| | | | based on your | | +| | | | profile.¶ ¶ ¶ | | +| | | | What I Need to | | +| | | | Know ¶ Check | | +| | | | eligibility, | | +| | | | using ILD | | +| | | | Dialing | | +| | | | Eligibility. | | +| | | | Feature can be | | +| | | | back dated to | | +| | | | the beginning | | +| | | | of the bill | | +| | | | cycle if the | | +| | | | customer has | | +| | | | unbilled usage. | | +| | | | Tell the | | +| | | | customer what | | +| | | | is included or | | +| | | | covered. | | +| | | | Provide the | | +| | | | effective dates | | +| | | | of the feature | | +| | | | and if | | +| | | | prorations | | +| | | | apply to the | | +| | | | bill. Advise | | +| | | | the amount of | | +| | | | the MRC and | | +| | | | that applicable | | +| | | | taxes and fees | | +| | | | apply to | | +| | | | charges. ¶ ¶ | | +| | | | ¶ Feature ¶ | | +| | | | Contoso | | +| | | | International | | +| | | | Calling | | +| | | | (ILDWCADV) and | | +| | | | SOC is | | +| | | | incompatible | | +| | | | with:¶ ¶ | | +| | | | World Connect | | +| | | | (ILWC) Contoso | | +| | | | Latin America | | +| | | | Talk and Text | | +| | | | (ILDLATT) Contoso | | +| | | | Latin America | | +| | | | Calling | | +| | | | (ILDLATWHP) | | +| | | | Contoso Dominican | | +| | | | Republic | | +| | | | (ILNYDR) Contoso | | +| | | | Caribbean | | +| | | | Calling (ILCC) | | +| | | | Contoso World | | +| | | | Connect for | | +| | | | Agent Sales | | +| | | | (ILWA) Contoso | | +| | | | World Connect | | +| | | | Value East Asia | | +| | | | and India | | +| | | | (ILWCA) The | | +| | | | SOC is also | | +| | | | incompatible | | +| | | | with the | | +| | | | following call | | +| | | | restriction | | +| | | | codes:¶ ¶ ICR | | +| | | | ICR1 ICR2 | | +| | | | ZZNOILD2 | | +| | | | (formerly | | +| | | | ZZNOILD) ¶ ¶ | | +| | | | ¶ Selling | | +| | | | Tips ¶ | | +| | | | Qualifying | | +| | | | Questions¶ ¶ | | +| | | | How often do | | +| | | | you call | | +| | | | internationally | | +| | | | from the U.S.? | | +| | | | which | | +| | | | countries? How | | +| | | | many family | | +| | | | members or | | +| | | | friends live | | +| | | | abroad? How do | | +| | | | you stay in | | +| | | | touch? Does | | +| | | | your company's | | +| | | | business | | +| | | | require you | | +| | | | often call | | +| | | | another | | +| | | | country? ¶ ¶ | | +| | | | Source: | | +| | | | Content: | | +| | | | P/IDPBM | | +| | | | countries to | | +| | | | the U.S. and | | +| | | | other IDP/IDPBM | | +| | | | countries. | | +| | | | Calls from | | +| | | | IDP/IDPBM | | +| | | | countries to | | +| | | | non-IDP/IDPBM | | +| | | | countries incur | | +| | | | ILD charges. | | +| | | | For IDP | | +| | | | customers on | | +| | | | non-unlimited | | +| | | | domestic plans, | | +| | | | minutes are | | +| | | | drawn from the | | +| | | | domestic voice | | +| | | | plan allowance | | +| | | | and overage | | +| | | | charges may | | +| | | | apply. Pay- | | +| | | | per-use rates | | +| | | | apply unless a | | +| | | | domestic plan | | +| | | | includes these | | +| | | | countries or an | | +| | | | ILD package is | | +| | | | added. For | | +| | | | details, see at | | +| | | | t.com/worldconn | | +| | | | ect. Available | | +| | | | on phones only. | | +| | | | Unlimited Text | | +| | | | to the World | | +| | | | Applies only to | | +| | | | Contoso Short | | +| | | | Messaging | | +| | | | Service (SMS) | | +| | | | and Multimedia | | +| | | | Messaging | | +| | | | Service (MMS) | | +| | | | and not to | | +| | | | other messaging | | +| | | | services or | | +| | | | applications | | +| | | | like iMessage. | | +| | | | For IDP | | +| | | | customers on | | +| | | | non-unlimited | | +| | | | domestic plans, | | +| | | | messages are | | +| | | | drawn from the | | +| | | | domestic plan's | | +| | | | messaging | | +| | | | allowance and | | +| | | | overage charges | | +| | | | may apply. | | +| | | | Available on | | +| | | | phones only. | | +| | | | Eligibility | | +| | | | IDP and IDPBM | | +| | | | are available | | +| | | | only to | | +| | | | Business and | | +| | | | Government | | +| | | | customers and | | +| | | | only for | | +| | | | Corporate | | +| | | | Responsibility | | +| | | | User (CRU) | | +| | | | lines of | | +| | | | service with a | | +| | | | compatible | | +| | | | device. | | +| | | | However: IDP | | +| | | | can be added to | | +| | | | a CRUs line on | | +| | | | a variety of | | +| | | | domestic | | +| | | | postpaid plans | | +| | | | including | | +| | | | Mobile Select – | | +| | | | Pooled, Mobile | | +| | | | Share Plus for | | +| | | | Business, | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | /Performance/St | | +| | | | arter/Web-Only, | | +| | | | and various | | +| | | | legacy plans. | | +| | | | IDPBM can only | | +| | | | be added to a | | +| | | | CRU line on a | | +| | | | Business | | +| | | | Unlimited Elite | | +| | | | or Business | | +| | | | Unlimited | | +| | | | Performance | | +| | | | plan. IDP and | | +| | | | IDPBM are not | | +| | | | compatible with | | +| | | | International | | +| | | | Call Restrict | | +| | | | (ZZNOILD2). | | +| | | | While ZZNOILD2 | | +| | | | is used to | | +| | | | restrict | | +| | | | international | | +| | | | long distance, | | +| | | | this same ILD | | +| | | | functionality | | +| | | | is needed to | | +| | | | connect voice | | +| | | | between | | +| | | | countries when | | +| | | | user is roaming | | +| | | | abroad. | | +| | | | Coverage Both | | +| | | | features | | +| | | | require one fee | | +| | | | per day per | | +| | | | device for use | | +| | | | in 210+ | | +| | | | countries. See | | +| | | | att.com/globalc | | +| | | | ountries. Only | | +| | | | 1 daily fee is | | +| | | | charged per | | +| | | | device, even | | +| | | | when the | | +| | | | customer | | +| | | | travels to | | +| | | | multiple | | +| | | | included | | +| | | | countries in | | +| | | | the same day. | | +| | | | IDP and IDPBM | | +| | | | do not include | | +| | | | usage on cruise | | +| | | | ships or airlin | | +| | | | es/flights that | | +| | | | are not AeroMob | | +| | | | ile® enabled. | | +| | | | Additional IDP | | +| | | | & IDPBM Offer | | +| | | | Details Adding | | +| | | | to a Device | | +| | | | Once a customer | | +| | | | adds this | | +| | | | option to a | | +| | | | qualifying CRU | | +| | | | device with a | | +| | | | qualifying rate | | +| | | | plan, IDP and | | +| | | | IDPBM stays on | | +| | | | the customer's | | +| | | | lines until | | +| | | | they remove it | | +| | | | online | | +| | | | (att.com/myatt | | +| | | | or att.com/prem | | +| | | | ier), by | | +| | | | calling | | +| | | | 800.331.0500, | | +| | | | or by | | +| | | | contacting | | +| | | | their Contoso | | +| | | | account | | +| | | | representative. | | +| | | | IDP and IDPBM | | +| | | | can be added on | | +| | | | smartphones, | | +| | | | feature phones, | | +| | | | tablets, MiFi, | | +| | | | and all other | | +| | | | device types | | +| | | | except the | | +| | | | following: | | +| | | | Contoso Wireless | | +| | | | Internet | | +| | | | Connected Cars | | +| | | | Digital cameras | | +| | | | E-readers SONY | | +| | | | Playstation | | +| | | | Tablets on | | +| | | | stand-alone LTE | | +| | | | tablet plans. | | +| | | | Wireless Home | | +| | | | Phone (WHP) | | +| | | | Any brand of | | +| | | | wearable | | +| | | | device. | | +| | | | Incidental Data | | +| | | | Usage Apps on | | +| | | | a device use | | +| | | | data even when | | +| | | | the customer | | +| | | | may not be | | +| | | | aware. Such | | +| | | | usage may | | +| | | | trigger up to | | +| | | | $10 daily fee. | | +| | | | To avoid | | +| | | | unintended use | | +| | | | of IDP or | | +| | | | IDPBM, | | +| | | | customers | | +| | | | should turn off | | +| | | | cellular data | | +| | | | roaming in | | +| | | | their device | | +| | | | settings. Pay- | | +| | | | Per-Use Rates | | +| | | | Apply when | | +| | | | traveling in | | +| | | | non-IDP/IDPBM | | +| | | | countries | | +| | | | and/or when no | | +| | | | package is | | +| | | | added. General | | +| | | | Subject to the | | +| | | | Business or | | +| | | | Government | | +| | | | customer's | | +| | | | applicable | | +| | | | wireless | | +| | | | service | | +| | | | agreement. | | +| | | | Availability, | | +| | | | quality of | | +| | | | coverage, and | | +| | | | services while | | +| | | | roaming are not | | +| | | | guaranteed. | | +| | | | Additional | | +| | | | restrictions | | +| | | | may apply. | | +| | | | Comparison | | +| | | | Chart / Rating | | +| | | | Priorities | | +| | | | Canada Roam | | +| | | | North America | | +| | | | and domestic | | +| | | | rate plans that | | +| | | | include Canada | | +| | | | take priority | | +| | | | over IDPIDP and | | +| | | | IDPBM. | | +| | | | Customers are | | +| | | | not charged a | | +| | | | daily fee while | | +| | | | in Canada. | | +| | | | Canada Roaming | | +| | | | Bonus Save | | +| | | | offer is not | | +| | | | compatible with | | +| | | | IDP. IDP/IDPBM | | +| | | | and Contoso | | +| | | | Passport/Contoso | | +| | | | Passport Pro | | +| | | | As of July 15, | | +| | | | 2020, IDP and | | +| | | | IDPBM has | | +| | | | expanded to | | +| | | | cover 210+ | | +| | | | countries, the | | +| | | | same countries | | +| | | | country | | +| | | | coverage as | | +| | | | Contoso Passport | | +| | | | and Contoso | | +| | | | Passport Pros. | | +| | | | From such date | | +| | | | forward, | | +| | | | customers are | | +| | | | no longer | | +| | | | allowed to have | | +| | | | both IDP or | | +| | | | IDPBM and Contoso | | +| | | | Passport or | | +| | | | Contoso Passport | | +| | | | Pro at the same | | +| | | | time. They must | | +| | | | choose one or | | +| | | | the other. | | +| | | | If a customer | | +| | | | prefers to pay | | +| | | | a daily fee to | | +| | | | use their phone | | +| | | | like they do at | | +| | | | home, they | | +| | | | should select | | +| | | | IDP or IDPBM. | | +| | | | If a customer | | +| | | | is taking a | | +| | | | longer trip, | | +| | | | can limit their | | +| | | | data usage, and | | +| | | | doesn't mind | | +| | | | paying a per | | +| | | | minute rate for | | +| | | | talk, they may | | +| | | | prefer to | | +| | | | select Contoso | | +| | | | Passports. If | | +| | | | they need more | | +| | | | data and/or a | | +| | | | bucket of | | +| | | | minutes Source: | | ++----+----------------+----------------+------------------+--------------+ diff --git a/prompt-flow-project/simple-qna-chat/.gitignore b/prompt-flow-project/simple-qna-chat/.gitignore new file mode 100644 index 0000000..61bd725 --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/.gitignore @@ -0,0 +1,5 @@ +.env +__pycache__/ +.promptflow/* +!.promptflow/flow.tools.json +.runs/ diff --git a/prompt-flow-project/simple-qna-chat/.promptflow/flow.tools.json b/prompt-flow-project/simple-qna-chat/.promptflow/flow.tools.json new file mode 100644 index 0000000..ded50d3 --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/.promptflow/flow.tools.json @@ -0,0 +1,21 @@ +{ + "package": {}, + "code": { + "chat.jinja2": { + "type": "llm", + "inputs": { + "question": { + "type": [ + "string" + ] + }, + "chat_history": { + "type": [ + "string" + ] + } + }, + "description": "Chat with Chatbot" + } + } +} diff --git a/prompt-flow-project/simple-qna-chat/Prompt_varients.jinja2 b/prompt-flow-project/simple-qna-chat/Prompt_varients.jinja2 new file mode 100644 index 0000000..a0a854e --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/Prompt_varients.jinja2 @@ -0,0 +1,8 @@ +system: +You are an AI assistant that helps users answer questions given a specific context. You will be given a context, and then asked a question based on that context. Your answer should be as precise as possible, and should only come from the context. +Please add citation after each sentence when possible in a form "(Source: citation)". + + user: + {{contexts}} + Human: {{question}} +AI: \ No newline at end of file diff --git a/prompt-flow-project/simple-qna-chat/Prompt_varients__variant_1.jinja2 b/prompt-flow-project/simple-qna-chat/Prompt_varients__variant_1.jinja2 new file mode 100644 index 0000000..da86e7e --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/Prompt_varients__variant_1.jinja2 @@ -0,0 +1,8 @@ +system: +You are an AI assistant that helps users answer questions given a specific context. You will be given a context and asked a question based on that context. Your answer should be as precise as possible and should only come from the context. +Please add citation after each sentence when possible in a form "(Source: citation)". + + user: + {{contexts}} + Human: {{question}} +AI: \ No newline at end of file diff --git a/prompt-flow-project/simple-qna-chat/Prompt_varients__variant_2.jinja2 b/prompt-flow-project/simple-qna-chat/Prompt_varients__variant_2.jinja2 new file mode 100644 index 0000000..35ce650 --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/Prompt_varients__variant_2.jinja2 @@ -0,0 +1,8 @@ +system: +You are an chat assistant for helping users answering question given a specific context.You are given a context and you'll be asked a question based on the context.Your answer should be as precise as possible and answer should be only from the context. +Please add citation after each sentence when possible in a form "(Source: citation)". + + user: + {{contexts}} + Human: {{question}} +AI: \ No newline at end of file diff --git a/prompt-flow-project/simple-qna-chat/README.md b/prompt-flow-project/simple-qna-chat/README.md new file mode 100644 index 0000000..12c4d38 --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/README.md @@ -0,0 +1,65 @@ +# Chat flow +Chat flow is designed for conversational application development, building upon the capabilities of standard flow and providing enhanced support for chat inputs/outputs and chat history management. With chat flow, you can easily create a chatbot that handles chat input and output. + +## Develop a chat flow +Develop flow inputs and outputs +The most important elements that differentiate a chat flow from a standard flow are **Chat Input**, **Chat History**, and **Chat Output**. + +- **Chat Input**: Chat input refers to the messages or queries submitted by users to the chatbot. Effectively handling chat input is crucial for a successful conversation, as it involves understanding user intentions, extracting relevant information, and triggering appropriate responses. + +- **Chat History**: Chat history is the record of all interactions between the user and the chatbot, including both user inputs and AI-generated outputs. Maintaining chat history is essential for keeping track of the conversation context and ensuring the AI can generate contextually relevant responses. Chat History is a special type of chat flow input, that stores chat messages in a structured format. + +- **Chat Output**: Chat output refers to the AI-generated messages that are sent to the user in response to their inputs. Generating contextually appropriate and engaging chat outputs is vital for a positive user experience. + +A chat flow can have multiple inputs, but Chat History and Chat Input are required inputs in chat flow. + +## Interact with chat flow + +Promptflow CLI provides a way to start an interactive chat session for chat flow. Customer can use below command to start an interactive chat session: + +``` +pf flow test --flow --interactive +``` + +After executing this command, customer can interact with the chat flow in the terminal. Customer can press **Enter** to send the message to chat flow. And customer can quit with **ctrl+Z**. +Promptflow CLI will distinguish the output of different roles by color, User input, Bot output, Flow script output, Node output. + +> =========================================
+> Welcome to chat flow, .
+> Press Enter to send your message.
+> You can quit with ctrl+Z.
+> =========================================
+> User: What types of container software there are
+> Bot: There are several types of container software available, including:
+> 1. Docker: This is one of the most popular containerization software that allows developers to package their applications into containers and deploy them across different environments.
+> 2. Kubernetes: This is an open-source container orchestration platform that automates the deployment, scaling, and management of containerized applications.
+> +> User: What's the different between them
+> Bot: The main difference between the various container software systems is their functionality and purpose. Here are some key differences between them:
+> 1. Docker is more focused on container packaging and deployment, while Kubernetes is more focused on container orchestration and management.
+> 2. Kubernetes: Kubernetes is a container orchestration tool that helps manage and deploy containers at scale. It automates the deployment, scaling, and management of containerized applications across multiple hosts.
+ +If customer adds "--verbose" in the pf command, the output of each step will be displayed. + +> =========================================
+> Welcome to chat flow, Template Chat Flow.
+> Press Enter to send your message.
+> You can quit with ctrl+Z.
+> =========================================
+> User: What types of container software there are
+> chat: There are several types of container software available, including:
+> 1. Docker: A popular container platform that is widely used in the industry.
+> 2. Kubernetes: A container orchestration tool that helps manage and deploy containers at scale.
+> +> Bot: There are several types of container software available, including:
+> 1. Docker: A popular container platform that is widely used in the industry.
+> 2. Kubernetes: A container orchestration tool that helps manage and deploy containers at scale.
+> +> User: What's the different between them
+> chat: The main differences between container software are in their architecture, feature sets, and use cases. Here are some brief explanations of the differences between the examples I listed:
+> 1. Docker: Docker is a container platform that is widely used for building, packaging, and deploying containerized applications. It is known for its ease of use, portability, and large ecosystem of tools and services.
+> 2. Kubernetes: Kubernetes is a container orchestration tool that helps manage and deploy containers at scale. It automates the deployment, scaling, and management of containerized applications across multiple hosts.
+> +> Bot: The main differences between container software are in their architecture, feature sets, and use cases. Here are some brief explanations of the differences between the examples I listed:
+> 1. Docker: Docker is a container platform that is widely used for building, packaging, and deploying containerized applications. It is known for its ease of use, portability, and large ecosystem of tools and services.
+> 2. Kubernetes: Kubernetes is a container orchestration tool that helps manage and deploy containers at scale. It automates the deployment, scaling, and management of containerized applications across multiple hosts.
diff --git a/prompt-flow-project/simple-qna-chat/answer_the_question_with_context.jinja2 b/prompt-flow-project/simple-qna-chat/answer_the_question_with_context.jinja2 new file mode 100644 index 0000000..4412d00 --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/answer_the_question_with_context.jinja2 @@ -0,0 +1 @@ +{{prompt_text}} \ No newline at end of file diff --git a/prompt-flow-project/simple-qna-chat/chat.jinja2 b/prompt-flow-project/simple-qna-chat/chat.jinja2 new file mode 100644 index 0000000..b8f6d27 --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/chat.jinja2 @@ -0,0 +1,12 @@ +system: +You are a helpful assistant. + +{% for item in chat_history %} +user: +{{item.inputs.question}} +assistant: +{{item.outputs.answer}} +{% endfor %} + +user: +{{question}} diff --git a/prompt-flow-project/simple-qna-chat/connections/azure_openai.yml b/prompt-flow-project/simple-qna-chat/connections/azure_openai.yml new file mode 100644 index 0000000..5646047 --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/connections/azure_openai.yml @@ -0,0 +1,7 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/AzureOpenAIConnection.schema.json +name: azure_open_ai_connection +type: azure_open_ai +api_key: "" +api_base: "aoai-api-endpoint" +api_type: "azure" +api_version: "2023-03-15-preview" diff --git a/prompt-flow-project/simple-qna-chat/embedding.jinja2 b/prompt-flow-project/simple-qna-chat/embedding.jinja2 new file mode 100644 index 0000000..44ae01e --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/embedding.jinja2 @@ -0,0 +1 @@ +{{question}} \ No newline at end of file diff --git a/prompt-flow-project/simple-qna-chat/flow.dag.yaml b/prompt-flow-project/simple-qna-chat/flow.dag.yaml new file mode 100644 index 0000000..95fd05f --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/flow.dag.yaml @@ -0,0 +1,50 @@ +inputs: + chat_history: + type: list + default: [] + question: + type: string + is_chat_input: true +outputs: + answer: + type: string + reference: ${chat.output} + is_chat_output: true +nodes: +- name: embed_the_question + type: python + source: + type: package + tool: promptflow.tools.embedding.embedding + inputs: + input: ${flow.question} + deployment_name: mahdi-text-embedding-ada + connection: azure_open_ai_connection +- name: search_question_from_indexed_docs + tool: VectorIndexLookup.search + api: search + source: + type: code + path: search_question_from_indexed_docs.py + inputs: + query: ${flow.question} + path: azureml://subscriptions/faa378a3-1ed6-4d7c-9374-23527c3628e9/resourcegroups/rg-mahdi-temp/providers/Microsoft.MachineLearningServices/workspaces/MahdiWS-USEast/data/vector_db_index_html_files/versions/1 + top_k: 3 +- name: chat + type: llm + source: + type: code + path: chat.jinja2 + inputs: + deployment_name: mahdi-gpt-35-turbo + max_tokens: '256' + temperature: '0.7' + chat_history: ${inputs.chat_history} + question: ${inputs.question} + api: chat + provider: AzureOpenAI + connection: azure_open_ai_connection +id: template_chat_flow +name: Template Chat Flow +environment: + python_requirements_txt: requirements.txt diff --git a/prompt-flow-project/simple-qna-chat/generate_prompt_context.py b/prompt-flow-project/simple-qna-chat/generate_prompt_context.py new file mode 100644 index 0000000..8268caf --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/generate_prompt_context.py @@ -0,0 +1,30 @@ +from typing import List +from promptflow import tool +from embeddingstore.core.contracts import SearchResultEntity + +@tool +def generate_prompt_context(search_result: List[dict]) -> str: + def format_doc(doc: dict): + return f"Content: {doc['Content']}\nSource: {doc['Source']}" + + SOURCE_KEY = "source" + URL_KEY = "url" + + retrieved_docs = [] + for item in search_result: + + entity = SearchResultEntity.from_dict(item) + content = entity.text or "" + + source = "" + if entity.metadata is not None: + if SOURCE_KEY in entity.metadata: + if URL_KEY in entity.metadata[SOURCE_KEY]: + source = entity.metadata[SOURCE_KEY][URL_KEY] or "" + + retrieved_docs.append({ + "Content": content, + "Source": source + }) + doc_string = "\n\n".join([format_doc(doc) for doc in retrieved_docs]) + return doc_string diff --git a/prompt-flow-project/simple-qna-chat/imports_all_libs.py b/prompt-flow-project/simple-qna-chat/imports_all_libs.py new file mode 100644 index 0000000..6588efd --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/imports_all_libs.py @@ -0,0 +1,9 @@ +from typing import List +from promptflow import tool +from embeddingstore.core.contracts import SearchResultEntity +from embeddingstore.tool.vector_index_lookup import VectorIndexLookup + +@tool +def search_question_from_indexed_docs(path: str, query: list[float], top_k: int) -> str: + vectorIndexLookup = VectorIndexLookup(path) + return vectorIndexLookup.search(query, top_k) diff --git a/prompt-flow-project/simple-qna-chat/python_test.py b/prompt-flow-project/simple-qna-chat/python_test.py new file mode 100644 index 0000000..ff0bc62 --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/python_test.py @@ -0,0 +1,11 @@ +import embeddingstore +import promptflow.tools.embedding.embedding + +import embeddingstore.tool.vector_db_lookup +from promptflow_vectordb.tool.vector_db_lookup import VectorIndexLookup + +import + +ToolType = embeddingstore.tool.vector_db_lookup.VectorDBLookup + +# Create a new store diff --git a/prompt-flow-project/simple-qna-chat/requirements.txt b/prompt-flow-project/simple-qna-chat/requirements.txt new file mode 100644 index 0000000..fc2d78d --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/requirements.txt @@ -0,0 +1,10 @@ +# remove when we publish to pypi +--extra-index-url https://azuremlsdktestpypi.azureedge.net/promptflow/ +--extra-index-url https://azuremlsdktestpypi.azureedge.net/embeddingstore +promptflow>0.0.101745573 +embeddingstore +promptflow-tools>=0.1.0.b3 +python-dotenv +langchain +jinja2 +bs4 \ No newline at end of file diff --git a/prompt-flow-project/simple-qna-chat/run.yml b/prompt-flow-project/simple-qna-chat/run.yml new file mode 100644 index 0000000..97ba5ec --- /dev/null +++ b/prompt-flow-project/simple-qna-chat/run.yml @@ -0,0 +1,4 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Run.schema.json +flow: . +data: data.jsonl +# variant: ${summarize_text_content.variant_1} \ No newline at end of file diff --git a/prompt-flow-project/web-classification/.promptflow/flow.detail.json b/prompt-flow-project/web-classification/.promptflow/flow.detail.json new file mode 100644 index 0000000..e50f961 --- /dev/null +++ b/prompt-flow-project/web-classification/.promptflow/flow.detail.json @@ -0,0 +1,762 @@ +{ + "flow_runs": [ + { + "run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_0", + "status": "Completed", + "error": null, + "inputs": { + "url": "https://pypi.org/project/keyring/" + }, + "output": { + "category": "App", + "evidence": "Text content" + }, + "metrics": null, + "request": null, + "parent_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5", + "root_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5", + "source_run_id": null, + "flow_id": "default_flow_id", + "start_time": "2023-08-17T22:40:30.570684Z", + "end_time": "2023-08-17T22:40:34.030148Z", + "index": 0, + "api_calls": [ + { + "name": "fetch_text_content_from_url", + "type": "Tool", + "inputs": { + "url": "https://pypi.org/project/keyring/" + }, + "output": "\n\n\n\n\n\n\n\n\nkeyring \u00b7 PyPI\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSkip to main content\n\n Switch to mobile version\n \n\n\n\n\n\n\n\nWarning\n\nSome features may not work without JavaScript. Please try enabling it if you encounter problems.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n Menu\n \n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\n\n\n\n keyring 24.2.0\n \n\n\npip install keyring\n\n\nCopy PIP instructions\n\n\n\n\n\n\nLatest version\n\n\n Released: \n Jun 24, 2023\n\n\n\n\n\n\n\n\n\n\nStore and access your passwords safely.\n\n\n\n\n\n\n\n\n\n\nNavigation\n\n\n\n\n\n Project description\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\n\nProject links\n\n\n\nHomepage\n \n\n\n\n\nStatistics\n\n GitHub statistics:\n \n\n\n\nStars:\n\n\n\n\n\n\nForks:\n\n\n\n\n\n\nOpen issues:\n\n\n\n\n\n\nOpen PRs:\n\n\n\n\n\n\n View statistics for this project via Libraries.io, or by using our public dataset on Google BigQuery\n\n\n\nMeta\nLicense: MIT License\nAuthor: Kang Zhang\nMaintainer: Jason R. Coombs\n\nRequires: Python >=3.8\n \n\n\nMaintainers\n\n\n\n\n\n\n jaraco\n \n\n\n\n\nClassifiers\n\n\nDevelopment Status\n\n\n\n 5 - Production/Stable\n \n\n\n\n\nIntended Audience\n\n\n\n Developers\n \n\n\n\n\nLicense\n\n\n\n OSI Approved :: MIT License\n \n\n\n\n\nProgramming Language\n\n\n\n Python :: 3\n \n\n\n\n Python :: 3 :: Only\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n Project description\n \n\n\n\n\n Project details\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\nProject description\n\n\n\n\n\n\n\n\n\n\nThe Python keyring library provides an easy way to access the\nsystem keyring service from python. It can be used in any\napplication that needs safe password storage.\nThese recommended keyring backends are supported:\n\nmacOS Keychain\nFreedesktop Secret Service", + "start_time": 1692337230.571039, + "end_time": 1692337231.029253, + "error": null, + "children": null, + "node_name": "fetch_text_content_from_url" + }, + { + "name": "AzureOpenAI.chat", + "type": "Tool", + "inputs": { + "prompt": "system:\nPlease summarize the following text in one paragraph. 100 words.\nDo not add any information that is not in the text.\n\nuser:\nText: {{text}}\nSummary: ", + "deployment_name": "mahdi-gpt-35-turbo", + "max_tokens": 128, + "temperature": 0.2, + "text": "\n\n\n\n\n\n\n\n\nkeyring \u00b7 PyPI\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSkip to main content\n\n Switch to mobile version\n \n\n\n\n\n\n\n\nWarning\n\nSome features may not work without JavaScript. Please try enabling it if you encounter problems.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n Menu\n \n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\n\n\n\n keyring 24.2.0\n \n\n\npip install keyring\n\n\nCopy PIP instructions\n\n\n\n\n\n\nLatest version\n\n\n Released: \n Jun 24, 2023\n\n\n\n\n\n\n\n\n\n\nStore and access your passwords safely.\n\n\n\n\n\n\n\n\n\n\nNavigation\n\n\n\n\n\n Project description\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\n\nProject links\n\n\n\nHomepage\n \n\n\n\n\nStatistics\n\n GitHub statistics:\n \n\n\n\nStars:\n\n\n\n\n\n\nForks:\n\n\n\n\n\n\nOpen issues:\n\n\n\n\n\n\nOpen PRs:\n\n\n\n\n\n\n View statistics for this project via Libraries.io, or by using our public dataset on Google BigQuery\n\n\n\nMeta\nLicense: MIT License\nAuthor: Kang Zhang\nMaintainer: Jason R. Coombs\n\nRequires: Python >=3.8\n \n\n\nMaintainers\n\n\n\n\n\n\n jaraco\n \n\n\n\n\nClassifiers\n\n\nDevelopment Status\n\n\n\n 5 - Production/Stable\n \n\n\n\n\nIntended Audience\n\n\n\n Developers\n \n\n\n\n\nLicense\n\n\n\n OSI Approved :: MIT License\n \n\n\n\n\nProgramming Language\n\n\n\n Python :: 3\n \n\n\n\n Python :: 3 :: Only\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n Project description\n \n\n\n\n\n Project details\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\nProject description\n\n\n\n\n\n\n\n\n\n\nThe Python keyring library provides an easy way to access the\nsystem keyring service from python. It can be used in any\napplication that needs safe password storage.\nThese recommended keyring backends are supported:\n\nmacOS Keychain\nFreedesktop Secret Service" + }, + "output": "Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher.", + "start_time": 1692337231.029825, + "end_time": 1692337233.380434, + "error": null, + "children": [ + { + "name": "openai.api_resources.chat_completion.ChatCompletion.create", + "type": "LLM", + "inputs": { + "api_base": "https://mahdi-openai.openai.azure.com/", + "api_type": "azure", + "api_version": "2023-03-15-preview", + "engine": "mahdi-gpt-35-turbo", + "messages": [ + { + "role": "system", + "content": "Please summarize the following text in one paragraph. 100 words.\nDo not add any information that is not in the text." + }, + { + "role": "user", + "content": "Text: \n\n\n\n\n\n\n\n\nkeyring \u00b7 PyPI\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSkip to main content\n\n Switch to mobile version\n \n\n\n\n\n\n\n\nWarning\n\nSome features may not work without JavaScript. Please try enabling it if you encounter problems.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n Menu\n \n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\n\n\n\n keyring 24.2.0\n \n\n\npip install keyring\n\n\nCopy PIP instructions\n\n\n\n\n\n\nLatest version\n\n\n Released: \n Jun 24, 2023\n\n\n\n\n\n\n\n\n\n\nStore and access your passwords safely.\n\n\n\n\n\n\n\n\n\n\nNavigation\n\n\n\n\n\n Project description\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\n\nProject links\n\n\n\nHomepage\n \n\n\n\n\nStatistics\n\n GitHub statistics:\n \n\n\n\nStars:\n\n\n\n\n\n\nForks:\n\n\n\n\n\n\nOpen issues:\n\n\n\n\n\n\nOpen PRs:\n\n\n\n\n\n\n View statistics for this project via Libraries.io, or by using our public dataset on Google BigQuery\n\n\n\nMeta\nLicense: MIT License\nAuthor: Kang Zhang\nMaintainer: Jason R. Coombs\n\nRequires: Python >=3.8\n \n\n\nMaintainers\n\n\n\n\n\n\n jaraco\n \n\n\n\n\nClassifiers\n\n\nDevelopment Status\n\n\n\n 5 - Production/Stable\n \n\n\n\n\nIntended Audience\n\n\n\n Developers\n \n\n\n\n\nLicense\n\n\n\n OSI Approved :: MIT License\n \n\n\n\n\nProgramming Language\n\n\n\n Python :: 3\n \n\n\n\n Python :: 3 :: Only\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n Project description\n \n\n\n\n\n Project details\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\nProject description\n\n\n\n\n\n\n\n\n\n\nThe Python keyring library provides an easy way to access the\nsystem keyring service from python. It can be used in any\napplication that needs safe password storage.\nThese recommended keyring backends are supported:\n\nmacOS Keychain\nFreedesktop Secret Service\nSummary: " + } + ], + "temperature": 0.2, + "top_p": 1.0, + "n": 1, + "stream": false, + "stop": null, + "max_tokens": 128, + "presence_penalty": 0.0, + "frequency_penalty": 0.0, + "logit_bias": {}, + "user": "" + }, + "output": { + "id": "chatcmpl-7ofxHHiDLRDbwlxXouLGjhNVT2fio", + "object": "chat.completion", + "created": 1692312031, + "model": "gpt-35-turbo", + "choices": [ + { + "index": 0, + "finish_reason": "stop", + "message": { + "role": "assistant", + "content": "Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher." + } + } + ], + "usage": { + "completion_tokens": 66, + "prompt_tokens": 418, + "total_tokens": 484 + } + }, + "start_time": 1692337231.030933, + "end_time": 1692337233.380282, + "error": null, + "children": null, + "node_name": null + } + ], + "node_name": "summarize_text_content" + }, + { + "name": "prepare_examples", + "type": "Tool", + "inputs": {}, + "output": [ + { + "url": "https://play.google.com/store/apps/details?id=com.spotify.music", + "text_content": "Spotify is a free music and podcast streaming app with millions of songs, albums, and original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. It has a variety of features such as creating and sharing music playlists, discovering new music, and listening to popular and exclusive podcasts. It also has a Premium subscription option which allows users to download and listen offline, and access ad-free music. It is available on all devices and has a variety of genres and artists to choose from.", + "category": "App", + "evidence": "Both" + }, + { + "url": "https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw", + "text_content": "NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL games on YouTube. It is available in 2023 and is subject to the terms and privacy policy of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.", + "category": "Channel", + "evidence": "URL" + }, + { + "url": "https://arxiv.org/abs/2303.04671", + "text_content": "Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and receiving not only languages but also images, providing complex visual questions or visual editing instructions, and providing feedback and asking for corrected results. It incorporates different Visual Foundation Models and is publicly available. Experiments show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with the help of Visual Foundation Models.", + "category": "Academic", + "evidence": "Text content" + }, + { + "url": "https://ab.politiaromana.ro/", + "text_content": "There is no content available for this text.", + "category": "None", + "evidence": "None" + } + ], + "start_time": 1692337233.383295, + "end_time": 1692337233.384315, + "error": null, + "children": null, + "node_name": "prepare_examples" + }, + { + "name": "AzureOpenAI.chat", + "type": "Tool", + "inputs": { + "prompt": "system:\nYour task is to classify a given url into one of the following categories:\nMovie, App, Academic, Channel, Profile, PDF or None based on the text content information.\nThe classification will be based on the url, the webpage text content summary, or both.\n\nuser:\nThe selection range of the value of \"category\" must be within \"Movie\", \"App\", \"Academic\", \"Channel\", \"Profile\", \"PDF\" and \"None\".\nThe selection range of the value of \"evidence\" must be within \"Url\", \"Text content\", and \"Both\".\nHere are a few examples:\n{% for ex in examples %}\nURL: {{ex.url}}\nText content: {{ex.text_content}}\nOUTPUT:\n{\"category\": \"{{ex.category}}\", \"evidence\": \"{{ex.evidence}}\"}\n\n{% endfor %}\n\nFor a given URL and text content, classify the url to complete the category and indicate evidence:\nURL: {{url}}\nText content: {{text_content}}.\nOUTPUT:", + "deployment_name": "mahdi-gpt-35-turbo", + "examples": [ + { + "url": "https://play.google.com/store/apps/details?id=com.spotify.music", + "text_content": "Spotify is a free music and podcast streaming app with millions of songs, albums, and original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. It has a variety of features such as creating and sharing music playlists, discovering new music, and listening to popular and exclusive podcasts. It also has a Premium subscription option which allows users to download and listen offline, and access ad-free music. It is available on all devices and has a variety of genres and artists to choose from.", + "category": "App", + "evidence": "Both" + }, + { + "url": "https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw", + "text_content": "NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL games on YouTube. It is available in 2023 and is subject to the terms and privacy policy of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.", + "category": "Channel", + "evidence": "URL" + }, + { + "url": "https://arxiv.org/abs/2303.04671", + "text_content": "Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and receiving not only languages but also images, providing complex visual questions or visual editing instructions, and providing feedback and asking for corrected results. It incorporates different Visual Foundation Models and is publicly available. Experiments show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with the help of Visual Foundation Models.", + "category": "Academic", + "evidence": "Text content" + }, + { + "url": "https://ab.politiaromana.ro/", + "text_content": "There is no content available for this text.", + "category": "None", + "evidence": "None" + } + ], + "max_tokens": 128, + "temperature": 0.2, + "text_content": "Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher.", + "url": "https://pypi.org/project/keyring/" + }, + "output": "{\"category\": \"App\", \"evidence\": \"Text content\"}", + "start_time": 1692337233.385454, + "end_time": 1692337234.028726, + "error": null, + "children": [ + { + "name": "openai.api_resources.chat_completion.ChatCompletion.create", + "type": "LLM", + "inputs": { + "api_base": "https://mahdi-openai.openai.azure.com/", + "api_type": "azure", + "api_version": "2023-03-15-preview", + "engine": "mahdi-gpt-35-turbo", + "messages": [ + { + "role": "system", + "content": "Your task is to classify a given url into one of the following categories:\nMovie, App, Academic, Channel, Profile, PDF or None based on the text content information.\nThe classification will be based on the url, the webpage text content summary, or both." + }, + { + "role": "user", + "content": "The selection range of the value of \"category\" must be within \"Movie\", \"App\", \"Academic\", \"Channel\", \"Profile\", \"PDF\" and \"None\".\nThe selection range of the value of \"evidence\" must be within \"Url\", \"Text content\", and \"Both\".\nHere are a few examples:\nURL: https://play.google.com/store/apps/details?id=com.spotify.music\nText content: Spotify is a free music and podcast streaming app with millions of songs, albums, and original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. It has a variety of features such as creating and sharing music playlists, discovering new music, and listening to popular and exclusive podcasts. It also has a Premium subscription option which allows users to download and listen offline, and access ad-free music. It is available on all devices and has a variety of genres and artists to choose from.\nOUTPUT:\n{\"category\": \"App\", \"evidence\": \"Both\"}\n\nURL: https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw\nText content: NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL games on YouTube. It is available in 2023 and is subject to the terms and privacy policy of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.\nOUTPUT:\n{\"category\": \"Channel\", \"evidence\": \"URL\"}\n\nURL: https://arxiv.org/abs/2303.04671\nText content: Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and receiving not only languages but also images, providing complex visual questions or visual editing instructions, and providing feedback and asking for corrected results. It incorporates different Visual Foundation Models and is publicly available. Experiments show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with the help of Visual Foundation Models.\nOUTPUT:\n{\"category\": \"Academic\", \"evidence\": \"Text content\"}\n\nURL: https://ab.politiaromana.ro/\nText content: There is no content available for this text.\nOUTPUT:\n{\"category\": \"None\", \"evidence\": \"None\"}\n\n\nFor a given URL and text content, classify the url to complete the category and indicate evidence:\nURL: https://pypi.org/project/keyring/\nText content: Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher..\nOUTPUT:" + } + ], + "temperature": 0.2, + "top_p": 1.0, + "n": 1, + "stream": false, + "stop": null, + "max_tokens": 128, + "presence_penalty": 0.0, + "frequency_penalty": 0.0, + "logit_bias": {}, + "user": "" + }, + "output": { + "id": "chatcmpl-7ofxJe3DQFYvVBMq2HtbKeXs4Msyj", + "object": "chat.completion", + "created": 1692312033, + "model": "gpt-35-turbo", + "choices": [ + { + "index": 0, + "finish_reason": "stop", + "message": { + "role": "assistant", + "content": "{\"category\": \"App\", \"evidence\": \"Text content\"}" + } + } + ], + "usage": { + "completion_tokens": 14, + "prompt_tokens": 630, + "total_tokens": 644 + } + }, + "start_time": 1692337233.388982, + "end_time": 1692337234.028669, + "error": null, + "children": null, + "node_name": null + } + ], + "node_name": "classify_with_llm" + }, + { + "name": "convert_to_dict", + "type": "Tool", + "inputs": { + "input_str": "{\"category\": \"App\", \"evidence\": \"Text content\"}" + }, + "output": { + "category": "App", + "evidence": "Text content" + }, + "start_time": 1692337234.029615, + "end_time": 1692337234.029845, + "error": null, + "children": null, + "node_name": "convert_to_dict" + } + ], + "variant_id": "", + "name": "", + "description": "", + "tags": null, + "system_metrics": { + "duration": 3.459464, + "total_tokens": 1128 + }, + "result": { + "category": "App", + "evidence": "Text content" + }, + "upload_metrics": false + } + ], + "node_runs": [ + { + "node": "fetch_text_content_from_url", + "flow_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5", + "run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_fetch_text_content_from_url_0", + "status": "Completed", + "inputs": { + "url": "https://pypi.org/project/keyring/" + }, + "output": "\n\n\n\n\n\n\n\n\nkeyring \u00b7 PyPI\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSkip to main content\n\n Switch to mobile version\n \n\n\n\n\n\n\n\nWarning\n\nSome features may not work without JavaScript. Please try enabling it if you encounter problems.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n Menu\n \n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\n\n\n\n keyring 24.2.0\n \n\n\npip install keyring\n\n\nCopy PIP instructions\n\n\n\n\n\n\nLatest version\n\n\n Released: \n Jun 24, 2023\n\n\n\n\n\n\n\n\n\n\nStore and access your passwords safely.\n\n\n\n\n\n\n\n\n\n\nNavigation\n\n\n\n\n\n Project description\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\n\nProject links\n\n\n\nHomepage\n \n\n\n\n\nStatistics\n\n GitHub statistics:\n \n\n\n\nStars:\n\n\n\n\n\n\nForks:\n\n\n\n\n\n\nOpen issues:\n\n\n\n\n\n\nOpen PRs:\n\n\n\n\n\n\n View statistics for this project via Libraries.io, or by using our public dataset on Google BigQuery\n\n\n\nMeta\nLicense: MIT License\nAuthor: Kang Zhang\nMaintainer: Jason R. Coombs\n\nRequires: Python >=3.8\n \n\n\nMaintainers\n\n\n\n\n\n\n jaraco\n \n\n\n\n\nClassifiers\n\n\nDevelopment Status\n\n\n\n 5 - Production/Stable\n \n\n\n\n\nIntended Audience\n\n\n\n Developers\n \n\n\n\n\nLicense\n\n\n\n OSI Approved :: MIT License\n \n\n\n\n\nProgramming Language\n\n\n\n Python :: 3\n \n\n\n\n Python :: 3 :: Only\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n Project description\n \n\n\n\n\n Project details\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\nProject description\n\n\n\n\n\n\n\n\n\n\nThe Python keyring library provides an easy way to access the\nsystem keyring service from python. It can be used in any\napplication that needs safe password storage.\nThese recommended keyring backends are supported:\n\nmacOS Keychain\nFreedesktop Secret Service", + "metrics": null, + "error": null, + "parent_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_0", + "start_time": "2023-08-17T22:40:30.571005Z", + "end_time": "2023-08-17T22:40:31.029327Z", + "index": 0, + "api_calls": [ + { + "name": "fetch_text_content_from_url", + "type": "Tool", + "inputs": { + "url": "https://pypi.org/project/keyring/" + }, + "output": "\n\n\n\n\n\n\n\n\nkeyring \u00b7 PyPI\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSkip to main content\n\n Switch to mobile version\n \n\n\n\n\n\n\n\nWarning\n\nSome features may not work without JavaScript. Please try enabling it if you encounter problems.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n Menu\n \n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\n\n\n\n keyring 24.2.0\n \n\n\npip install keyring\n\n\nCopy PIP instructions\n\n\n\n\n\n\nLatest version\n\n\n Released: \n Jun 24, 2023\n\n\n\n\n\n\n\n\n\n\nStore and access your passwords safely.\n\n\n\n\n\n\n\n\n\n\nNavigation\n\n\n\n\n\n Project description\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\n\nProject links\n\n\n\nHomepage\n \n\n\n\n\nStatistics\n\n GitHub statistics:\n \n\n\n\nStars:\n\n\n\n\n\n\nForks:\n\n\n\n\n\n\nOpen issues:\n\n\n\n\n\n\nOpen PRs:\n\n\n\n\n\n\n View statistics for this project via Libraries.io, or by using our public dataset on Google BigQuery\n\n\n\nMeta\nLicense: MIT License\nAuthor: Kang Zhang\nMaintainer: Jason R. Coombs\n\nRequires: Python >=3.8\n \n\n\nMaintainers\n\n\n\n\n\n\n jaraco\n \n\n\n\n\nClassifiers\n\n\nDevelopment Status\n\n\n\n 5 - Production/Stable\n \n\n\n\n\nIntended Audience\n\n\n\n Developers\n \n\n\n\n\nLicense\n\n\n\n OSI Approved :: MIT License\n \n\n\n\n\nProgramming Language\n\n\n\n Python :: 3\n \n\n\n\n Python :: 3 :: Only\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n Project description\n \n\n\n\n\n Project details\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\nProject description\n\n\n\n\n\n\n\n\n\n\nThe Python keyring library provides an easy way to access the\nsystem keyring service from python. It can be used in any\napplication that needs safe password storage.\nThese recommended keyring backends are supported:\n\nmacOS Keychain\nFreedesktop Secret Service", + "start_time": 1692337230.571039, + "end_time": 1692337231.029253, + "error": null, + "children": null, + "node_name": "fetch_text_content_from_url" + } + ], + "variant_id": "", + "cached_run_id": null, + "cached_flow_run_id": null, + "logs": { + "stdout": "", + "stderr": "" + }, + "system_metrics": { + "duration": 0.458322 + }, + "result": "\n\n\n\n\n\n\n\n\nkeyring \u00b7 PyPI\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSkip to main content\n\n Switch to mobile version\n \n\n\n\n\n\n\n\nWarning\n\nSome features may not work without JavaScript. Please try enabling it if you encounter problems.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n Menu\n \n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\n\n\n\n keyring 24.2.0\n \n\n\npip install keyring\n\n\nCopy PIP instructions\n\n\n\n\n\n\nLatest version\n\n\n Released: \n Jun 24, 2023\n\n\n\n\n\n\n\n\n\n\nStore and access your passwords safely.\n\n\n\n\n\n\n\n\n\n\nNavigation\n\n\n\n\n\n Project description\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\n\nProject links\n\n\n\nHomepage\n \n\n\n\n\nStatistics\n\n GitHub statistics:\n \n\n\n\nStars:\n\n\n\n\n\n\nForks:\n\n\n\n\n\n\nOpen issues:\n\n\n\n\n\n\nOpen PRs:\n\n\n\n\n\n\n View statistics for this project via Libraries.io, or by using our public dataset on Google BigQuery\n\n\n\nMeta\nLicense: MIT License\nAuthor: Kang Zhang\nMaintainer: Jason R. Coombs\n\nRequires: Python >=3.8\n \n\n\nMaintainers\n\n\n\n\n\n\n jaraco\n \n\n\n\n\nClassifiers\n\n\nDevelopment Status\n\n\n\n 5 - Production/Stable\n \n\n\n\n\nIntended Audience\n\n\n\n Developers\n \n\n\n\n\nLicense\n\n\n\n OSI Approved :: MIT License\n \n\n\n\n\nProgramming Language\n\n\n\n Python :: 3\n \n\n\n\n Python :: 3 :: Only\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n Project description\n \n\n\n\n\n Project details\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\nProject description\n\n\n\n\n\n\n\n\n\n\nThe Python keyring library provides an easy way to access the\nsystem keyring service from python. It can be used in any\napplication that needs safe password storage.\nThese recommended keyring backends are supported:\n\nmacOS Keychain\nFreedesktop Secret Service" + }, + { + "node": "summarize_text_content", + "flow_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5", + "run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_summarize_text_content_0", + "status": "Completed", + "inputs": { + "prompt": "system:\nPlease summarize the following text in one paragraph. 100 words.\nDo not add any information that is not in the text.\n\nuser:\nText: {{text}}\nSummary: ", + "deployment_name": "mahdi-gpt-35-turbo", + "max_tokens": 128, + "temperature": 0.2, + "text": "\n\n\n\n\n\n\n\n\nkeyring \u00b7 PyPI\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSkip to main content\n\n Switch to mobile version\n \n\n\n\n\n\n\n\nWarning\n\nSome features may not work without JavaScript. Please try enabling it if you encounter problems.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n Menu\n \n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\n\n\n\n keyring 24.2.0\n \n\n\npip install keyring\n\n\nCopy PIP instructions\n\n\n\n\n\n\nLatest version\n\n\n Released: \n Jun 24, 2023\n\n\n\n\n\n\n\n\n\n\nStore and access your passwords safely.\n\n\n\n\n\n\n\n\n\n\nNavigation\n\n\n\n\n\n Project description\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\n\nProject links\n\n\n\nHomepage\n \n\n\n\n\nStatistics\n\n GitHub statistics:\n \n\n\n\nStars:\n\n\n\n\n\n\nForks:\n\n\n\n\n\n\nOpen issues:\n\n\n\n\n\n\nOpen PRs:\n\n\n\n\n\n\n View statistics for this project via Libraries.io, or by using our public dataset on Google BigQuery\n\n\n\nMeta\nLicense: MIT License\nAuthor: Kang Zhang\nMaintainer: Jason R. Coombs\n\nRequires: Python >=3.8\n \n\n\nMaintainers\n\n\n\n\n\n\n jaraco\n \n\n\n\n\nClassifiers\n\n\nDevelopment Status\n\n\n\n 5 - Production/Stable\n \n\n\n\n\nIntended Audience\n\n\n\n Developers\n \n\n\n\n\nLicense\n\n\n\n OSI Approved :: MIT License\n \n\n\n\n\nProgramming Language\n\n\n\n Python :: 3\n \n\n\n\n Python :: 3 :: Only\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n Project description\n \n\n\n\n\n Project details\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\nProject description\n\n\n\n\n\n\n\n\n\n\nThe Python keyring library provides an easy way to access the\nsystem keyring service from python. It can be used in any\napplication that needs safe password storage.\nThese recommended keyring backends are supported:\n\nmacOS Keychain\nFreedesktop Secret Service" + }, + "output": "Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher.", + "metrics": null, + "error": null, + "parent_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_0", + "start_time": "2023-08-17T22:40:31.029772Z", + "end_time": "2023-08-17T22:40:33.381048Z", + "index": 0, + "api_calls": [ + { + "name": "AzureOpenAI.chat", + "type": "Tool", + "inputs": { + "prompt": "system:\nPlease summarize the following text in one paragraph. 100 words.\nDo not add any information that is not in the text.\n\nuser:\nText: {{text}}\nSummary: ", + "deployment_name": "mahdi-gpt-35-turbo", + "max_tokens": 128, + "temperature": 0.2, + "text": "\n\n\n\n\n\n\n\n\nkeyring \u00b7 PyPI\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSkip to main content\n\n Switch to mobile version\n \n\n\n\n\n\n\n\nWarning\n\nSome features may not work without JavaScript. Please try enabling it if you encounter problems.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n Menu\n \n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\n\n\n\n keyring 24.2.0\n \n\n\npip install keyring\n\n\nCopy PIP instructions\n\n\n\n\n\n\nLatest version\n\n\n Released: \n Jun 24, 2023\n\n\n\n\n\n\n\n\n\n\nStore and access your passwords safely.\n\n\n\n\n\n\n\n\n\n\nNavigation\n\n\n\n\n\n Project description\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\n\nProject links\n\n\n\nHomepage\n \n\n\n\n\nStatistics\n\n GitHub statistics:\n \n\n\n\nStars:\n\n\n\n\n\n\nForks:\n\n\n\n\n\n\nOpen issues:\n\n\n\n\n\n\nOpen PRs:\n\n\n\n\n\n\n View statistics for this project via Libraries.io, or by using our public dataset on Google BigQuery\n\n\n\nMeta\nLicense: MIT License\nAuthor: Kang Zhang\nMaintainer: Jason R. Coombs\n\nRequires: Python >=3.8\n \n\n\nMaintainers\n\n\n\n\n\n\n jaraco\n \n\n\n\n\nClassifiers\n\n\nDevelopment Status\n\n\n\n 5 - Production/Stable\n \n\n\n\n\nIntended Audience\n\n\n\n Developers\n \n\n\n\n\nLicense\n\n\n\n OSI Approved :: MIT License\n \n\n\n\n\nProgramming Language\n\n\n\n Python :: 3\n \n\n\n\n Python :: 3 :: Only\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n Project description\n \n\n\n\n\n Project details\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\nProject description\n\n\n\n\n\n\n\n\n\n\nThe Python keyring library provides an easy way to access the\nsystem keyring service from python. It can be used in any\napplication that needs safe password storage.\nThese recommended keyring backends are supported:\n\nmacOS Keychain\nFreedesktop Secret Service" + }, + "output": "Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher.", + "start_time": 1692337231.029825, + "end_time": 1692337233.380434, + "error": null, + "children": [ + { + "name": "openai.api_resources.chat_completion.ChatCompletion.create", + "type": "LLM", + "inputs": { + "api_base": "https://mahdi-openai.openai.azure.com/", + "api_type": "azure", + "api_version": "2023-03-15-preview", + "engine": "mahdi-gpt-35-turbo", + "messages": [ + { + "role": "system", + "content": "Please summarize the following text in one paragraph. 100 words.\nDo not add any information that is not in the text." + }, + { + "role": "user", + "content": "Text: \n\n\n\n\n\n\n\n\nkeyring \u00b7 PyPI\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSkip to main content\n\n Switch to mobile version\n \n\n\n\n\n\n\n\nWarning\n\nSome features may not work without JavaScript. Please try enabling it if you encounter problems.\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n Menu\n \n\n\n\n\nHelp\nSponsors\nLog in\nRegister\n\n\n\n\n\n\n\n\n\nSearch PyPI\n\n\n\nSearch\n\n\n\n\n\n\n\n\n\n\n keyring 24.2.0\n \n\n\npip install keyring\n\n\nCopy PIP instructions\n\n\n\n\n\n\nLatest version\n\n\n Released: \n Jun 24, 2023\n\n\n\n\n\n\n\n\n\n\nStore and access your passwords safely.\n\n\n\n\n\n\n\n\n\n\nNavigation\n\n\n\n\n\n Project description\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\n\nProject links\n\n\n\nHomepage\n \n\n\n\n\nStatistics\n\n GitHub statistics:\n \n\n\n\nStars:\n\n\n\n\n\n\nForks:\n\n\n\n\n\n\nOpen issues:\n\n\n\n\n\n\nOpen PRs:\n\n\n\n\n\n\n View statistics for this project via Libraries.io, or by using our public dataset on Google BigQuery\n\n\n\nMeta\nLicense: MIT License\nAuthor: Kang Zhang\nMaintainer: Jason R. Coombs\n\nRequires: Python >=3.8\n \n\n\nMaintainers\n\n\n\n\n\n\n jaraco\n \n\n\n\n\nClassifiers\n\n\nDevelopment Status\n\n\n\n 5 - Production/Stable\n \n\n\n\n\nIntended Audience\n\n\n\n Developers\n \n\n\n\n\nLicense\n\n\n\n OSI Approved :: MIT License\n \n\n\n\n\nProgramming Language\n\n\n\n Python :: 3\n \n\n\n\n Python :: 3 :: Only\n \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n Project description\n \n\n\n\n\n Project details\n \n\n\n\n\n Release history\n \n\n\n\n\n Download files\n \n\n\n\n\nProject description\n\n\n\n\n\n\n\n\n\n\nThe Python keyring library provides an easy way to access the\nsystem keyring service from python. It can be used in any\napplication that needs safe password storage.\nThese recommended keyring backends are supported:\n\nmacOS Keychain\nFreedesktop Secret Service\nSummary: " + } + ], + "temperature": 0.2, + "top_p": 1.0, + "n": 1, + "stream": false, + "stop": null, + "max_tokens": 128, + "presence_penalty": 0.0, + "frequency_penalty": 0.0, + "logit_bias": {}, + "user": "" + }, + "output": { + "id": "chatcmpl-7ofxHHiDLRDbwlxXouLGjhNVT2fio", + "object": "chat.completion", + "created": 1692312031, + "model": "gpt-35-turbo", + "choices": [ + { + "index": 0, + "finish_reason": "stop", + "message": { + "role": "assistant", + "content": "Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher." + } + } + ], + "usage": { + "completion_tokens": 66, + "prompt_tokens": 418, + "total_tokens": 484 + } + }, + "start_time": 1692337231.030933, + "end_time": 1692337233.380282, + "error": null, + "children": null, + "node_name": null + } + ], + "node_name": "summarize_text_content" + } + ], + "variant_id": "", + "cached_run_id": null, + "cached_flow_run_id": null, + "logs": { + "stdout": "", + "stderr": "" + }, + "system_metrics": { + "completion_tokens": 66, + "prompt_tokens": 418, + "total_tokens": 484, + "duration": 2.351276 + }, + "result": "Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher." + }, + { + "node": "prepare_examples", + "flow_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5", + "run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_prepare_examples_0", + "status": "Completed", + "inputs": {}, + "output": [ + { + "url": "https://play.google.com/store/apps/details?id=com.spotify.music", + "text_content": "Spotify is a free music and podcast streaming app with millions of songs, albums, and original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. It has a variety of features such as creating and sharing music playlists, discovering new music, and listening to popular and exclusive podcasts. It also has a Premium subscription option which allows users to download and listen offline, and access ad-free music. It is available on all devices and has a variety of genres and artists to choose from.", + "category": "App", + "evidence": "Both" + }, + { + "url": "https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw", + "text_content": "NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL games on YouTube. It is available in 2023 and is subject to the terms and privacy policy of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.", + "category": "Channel", + "evidence": "URL" + }, + { + "url": "https://arxiv.org/abs/2303.04671", + "text_content": "Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and receiving not only languages but also images, providing complex visual questions or visual editing instructions, and providing feedback and asking for corrected results. It incorporates different Visual Foundation Models and is publicly available. Experiments show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with the help of Visual Foundation Models.", + "category": "Academic", + "evidence": "Text content" + }, + { + "url": "https://ab.politiaromana.ro/", + "text_content": "There is no content available for this text.", + "category": "None", + "evidence": "None" + } + ], + "metrics": null, + "error": null, + "parent_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_0", + "start_time": "2023-08-17T22:40:33.383197Z", + "end_time": "2023-08-17T22:40:33.384521Z", + "index": 0, + "api_calls": [ + { + "name": "prepare_examples", + "type": "Tool", + "inputs": {}, + "output": [ + { + "url": "https://play.google.com/store/apps/details?id=com.spotify.music", + "text_content": "Spotify is a free music and podcast streaming app with millions of songs, albums, and original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. It has a variety of features such as creating and sharing music playlists, discovering new music, and listening to popular and exclusive podcasts. It also has a Premium subscription option which allows users to download and listen offline, and access ad-free music. It is available on all devices and has a variety of genres and artists to choose from.", + "category": "App", + "evidence": "Both" + }, + { + "url": "https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw", + "text_content": "NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL games on YouTube. It is available in 2023 and is subject to the terms and privacy policy of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.", + "category": "Channel", + "evidence": "URL" + }, + { + "url": "https://arxiv.org/abs/2303.04671", + "text_content": "Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and receiving not only languages but also images, providing complex visual questions or visual editing instructions, and providing feedback and asking for corrected results. It incorporates different Visual Foundation Models and is publicly available. Experiments show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with the help of Visual Foundation Models.", + "category": "Academic", + "evidence": "Text content" + }, + { + "url": "https://ab.politiaromana.ro/", + "text_content": "There is no content available for this text.", + "category": "None", + "evidence": "None" + } + ], + "start_time": 1692337233.383295, + "end_time": 1692337233.384315, + "error": null, + "children": null, + "node_name": "prepare_examples" + } + ], + "variant_id": "", + "cached_run_id": null, + "cached_flow_run_id": null, + "logs": { + "stdout": "", + "stderr": "" + }, + "system_metrics": { + "duration": 0.001324 + }, + "result": [ + { + "url": "https://play.google.com/store/apps/details?id=com.spotify.music", + "text_content": "Spotify is a free music and podcast streaming app with millions of songs, albums, and original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. It has a variety of features such as creating and sharing music playlists, discovering new music, and listening to popular and exclusive podcasts. It also has a Premium subscription option which allows users to download and listen offline, and access ad-free music. It is available on all devices and has a variety of genres and artists to choose from.", + "category": "App", + "evidence": "Both" + }, + { + "url": "https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw", + "text_content": "NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL games on YouTube. It is available in 2023 and is subject to the terms and privacy policy of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.", + "category": "Channel", + "evidence": "URL" + }, + { + "url": "https://arxiv.org/abs/2303.04671", + "text_content": "Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and receiving not only languages but also images, providing complex visual questions or visual editing instructions, and providing feedback and asking for corrected results. It incorporates different Visual Foundation Models and is publicly available. Experiments show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with the help of Visual Foundation Models.", + "category": "Academic", + "evidence": "Text content" + }, + { + "url": "https://ab.politiaromana.ro/", + "text_content": "There is no content available for this text.", + "category": "None", + "evidence": "None" + } + ] + }, + { + "node": "classify_with_llm", + "flow_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5", + "run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_classify_with_llm_0", + "status": "Completed", + "inputs": { + "prompt": "system:\nYour task is to classify a given url into one of the following categories:\nMovie, App, Academic, Channel, Profile, PDF or None based on the text content information.\nThe classification will be based on the url, the webpage text content summary, or both.\n\nuser:\nThe selection range of the value of \"category\" must be within \"Movie\", \"App\", \"Academic\", \"Channel\", \"Profile\", \"PDF\" and \"None\".\nThe selection range of the value of \"evidence\" must be within \"Url\", \"Text content\", and \"Both\".\nHere are a few examples:\n{% for ex in examples %}\nURL: {{ex.url}}\nText content: {{ex.text_content}}\nOUTPUT:\n{\"category\": \"{{ex.category}}\", \"evidence\": \"{{ex.evidence}}\"}\n\n{% endfor %}\n\nFor a given URL and text content, classify the url to complete the category and indicate evidence:\nURL: {{url}}\nText content: {{text_content}}.\nOUTPUT:", + "deployment_name": "mahdi-gpt-35-turbo", + "examples": [ + { + "url": "https://play.google.com/store/apps/details?id=com.spotify.music", + "text_content": "Spotify is a free music and podcast streaming app with millions of songs, albums, and original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. It has a variety of features such as creating and sharing music playlists, discovering new music, and listening to popular and exclusive podcasts. It also has a Premium subscription option which allows users to download and listen offline, and access ad-free music. It is available on all devices and has a variety of genres and artists to choose from.", + "category": "App", + "evidence": "Both" + }, + { + "url": "https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw", + "text_content": "NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL games on YouTube. It is available in 2023 and is subject to the terms and privacy policy of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.", + "category": "Channel", + "evidence": "URL" + }, + { + "url": "https://arxiv.org/abs/2303.04671", + "text_content": "Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and receiving not only languages but also images, providing complex visual questions or visual editing instructions, and providing feedback and asking for corrected results. It incorporates different Visual Foundation Models and is publicly available. Experiments show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with the help of Visual Foundation Models.", + "category": "Academic", + "evidence": "Text content" + }, + { + "url": "https://ab.politiaromana.ro/", + "text_content": "There is no content available for this text.", + "category": "None", + "evidence": "None" + } + ], + "max_tokens": 128, + "temperature": 0.2, + "text_content": "Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher.", + "url": "https://pypi.org/project/keyring/" + }, + "output": "{\"category\": \"App\", \"evidence\": \"Text content\"}", + "metrics": null, + "error": null, + "parent_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_0", + "start_time": "2023-08-17T22:40:33.385319Z", + "end_time": "2023-08-17T22:40:34.029067Z", + "index": 0, + "api_calls": [ + { + "name": "AzureOpenAI.chat", + "type": "Tool", + "inputs": { + "prompt": "system:\nYour task is to classify a given url into one of the following categories:\nMovie, App, Academic, Channel, Profile, PDF or None based on the text content information.\nThe classification will be based on the url, the webpage text content summary, or both.\n\nuser:\nThe selection range of the value of \"category\" must be within \"Movie\", \"App\", \"Academic\", \"Channel\", \"Profile\", \"PDF\" and \"None\".\nThe selection range of the value of \"evidence\" must be within \"Url\", \"Text content\", and \"Both\".\nHere are a few examples:\n{% for ex in examples %}\nURL: {{ex.url}}\nText content: {{ex.text_content}}\nOUTPUT:\n{\"category\": \"{{ex.category}}\", \"evidence\": \"{{ex.evidence}}\"}\n\n{% endfor %}\n\nFor a given URL and text content, classify the url to complete the category and indicate evidence:\nURL: {{url}}\nText content: {{text_content}}.\nOUTPUT:", + "deployment_name": "mahdi-gpt-35-turbo", + "examples": [ + { + "url": "https://play.google.com/store/apps/details?id=com.spotify.music", + "text_content": "Spotify is a free music and podcast streaming app with millions of songs, albums, and original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. It has a variety of features such as creating and sharing music playlists, discovering new music, and listening to popular and exclusive podcasts. It also has a Premium subscription option which allows users to download and listen offline, and access ad-free music. It is available on all devices and has a variety of genres and artists to choose from.", + "category": "App", + "evidence": "Both" + }, + { + "url": "https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw", + "text_content": "NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL games on YouTube. It is available in 2023 and is subject to the terms and privacy policy of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.", + "category": "Channel", + "evidence": "URL" + }, + { + "url": "https://arxiv.org/abs/2303.04671", + "text_content": "Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and receiving not only languages but also images, providing complex visual questions or visual editing instructions, and providing feedback and asking for corrected results. It incorporates different Visual Foundation Models and is publicly available. Experiments show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with the help of Visual Foundation Models.", + "category": "Academic", + "evidence": "Text content" + }, + { + "url": "https://ab.politiaromana.ro/", + "text_content": "There is no content available for this text.", + "category": "None", + "evidence": "None" + } + ], + "max_tokens": 128, + "temperature": 0.2, + "text_content": "Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher.", + "url": "https://pypi.org/project/keyring/" + }, + "output": "{\"category\": \"App\", \"evidence\": \"Text content\"}", + "start_time": 1692337233.385454, + "end_time": 1692337234.028726, + "error": null, + "children": [ + { + "name": "openai.api_resources.chat_completion.ChatCompletion.create", + "type": "LLM", + "inputs": { + "api_base": "https://mahdi-openai.openai.azure.com/", + "api_type": "azure", + "api_version": "2023-03-15-preview", + "engine": "mahdi-gpt-35-turbo", + "messages": [ + { + "role": "system", + "content": "Your task is to classify a given url into one of the following categories:\nMovie, App, Academic, Channel, Profile, PDF or None based on the text content information.\nThe classification will be based on the url, the webpage text content summary, or both." + }, + { + "role": "user", + "content": "The selection range of the value of \"category\" must be within \"Movie\", \"App\", \"Academic\", \"Channel\", \"Profile\", \"PDF\" and \"None\".\nThe selection range of the value of \"evidence\" must be within \"Url\", \"Text content\", and \"Both\".\nHere are a few examples:\nURL: https://play.google.com/store/apps/details?id=com.spotify.music\nText content: Spotify is a free music and podcast streaming app with millions of songs, albums, and original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. It has a variety of features such as creating and sharing music playlists, discovering new music, and listening to popular and exclusive podcasts. It also has a Premium subscription option which allows users to download and listen offline, and access ad-free music. It is available on all devices and has a variety of genres and artists to choose from.\nOUTPUT:\n{\"category\": \"App\", \"evidence\": \"Both\"}\n\nURL: https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw\nText content: NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL games on YouTube. It is available in 2023 and is subject to the terms and privacy policy of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.\nOUTPUT:\n{\"category\": \"Channel\", \"evidence\": \"URL\"}\n\nURL: https://arxiv.org/abs/2303.04671\nText content: Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and receiving not only languages but also images, providing complex visual questions or visual editing instructions, and providing feedback and asking for corrected results. It incorporates different Visual Foundation Models and is publicly available. Experiments show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with the help of Visual Foundation Models.\nOUTPUT:\n{\"category\": \"Academic\", \"evidence\": \"Text content\"}\n\nURL: https://ab.politiaromana.ro/\nText content: There is no content available for this text.\nOUTPUT:\n{\"category\": \"None\", \"evidence\": \"None\"}\n\n\nFor a given URL and text content, classify the url to complete the category and indicate evidence:\nURL: https://pypi.org/project/keyring/\nText content: Keyring is a Python library that provides a simple way to access the system keyring service from Python, allowing for safe password storage in any application. It supports recommended keyring backends such as macOS Keychain and Freedesktop Secret Service. The library is licensed under the MIT License and requires Python 3.8 or higher..\nOUTPUT:" + } + ], + "temperature": 0.2, + "top_p": 1.0, + "n": 1, + "stream": false, + "stop": null, + "max_tokens": 128, + "presence_penalty": 0.0, + "frequency_penalty": 0.0, + "logit_bias": {}, + "user": "" + }, + "output": { + "id": "chatcmpl-7ofxJe3DQFYvVBMq2HtbKeXs4Msyj", + "object": "chat.completion", + "created": 1692312033, + "model": "gpt-35-turbo", + "choices": [ + { + "index": 0, + "finish_reason": "stop", + "message": { + "role": "assistant", + "content": "{\"category\": \"App\", \"evidence\": \"Text content\"}" + } + } + ], + "usage": { + "completion_tokens": 14, + "prompt_tokens": 630, + "total_tokens": 644 + } + }, + "start_time": 1692337233.388982, + "end_time": 1692337234.028669, + "error": null, + "children": null, + "node_name": null + } + ], + "node_name": "classify_with_llm" + } + ], + "variant_id": "", + "cached_run_id": null, + "cached_flow_run_id": null, + "logs": { + "stdout": "", + "stderr": "" + }, + "system_metrics": { + "completion_tokens": 14, + "prompt_tokens": 630, + "total_tokens": 644, + "duration": 0.643748 + }, + "result": "{\"category\": \"App\", \"evidence\": \"Text content\"}" + }, + { + "node": "convert_to_dict", + "flow_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5", + "run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_convert_to_dict_0", + "status": "Completed", + "inputs": { + "input_str": "{\"category\": \"App\", \"evidence\": \"Text content\"}" + }, + "output": { + "category": "App", + "evidence": "Text content" + }, + "metrics": null, + "error": null, + "parent_run_id": "37ebd6f7-0bd2-4490-aa91-6eb9ce9304e5_0", + "start_time": "2023-08-17T22:40:34.029558Z", + "end_time": "2023-08-17T22:40:34.029932Z", + "index": 0, + "api_calls": [ + { + "name": "convert_to_dict", + "type": "Tool", + "inputs": { + "input_str": "{\"category\": \"App\", \"evidence\": \"Text content\"}" + }, + "output": { + "category": "App", + "evidence": "Text content" + }, + "start_time": 1692337234.029615, + "end_time": 1692337234.029845, + "error": null, + "children": null, + "node_name": "convert_to_dict" + } + ], + "variant_id": "", + "cached_run_id": null, + "cached_flow_run_id": null, + "logs": { + "stdout": "", + "stderr": "" + }, + "system_metrics": { + "duration": 0.000374 + }, + "result": { + "category": "App", + "evidence": "Text content" + } + } + ] +} \ No newline at end of file diff --git a/prompt-flow-project/web-classification/.promptflow/flow.output.json b/prompt-flow-project/web-classification/.promptflow/flow.output.json new file mode 100644 index 0000000..193b12b --- /dev/null +++ b/prompt-flow-project/web-classification/.promptflow/flow.output.json @@ -0,0 +1,4 @@ +{ + "category": "App", + "evidence": "Text content" +} \ No newline at end of file diff --git a/prompt-flow-project/web-classification/.promptflow/flow.tools.json b/prompt-flow-project/web-classification/.promptflow/flow.tools.json new file mode 100644 index 0000000..1b50584 --- /dev/null +++ b/prompt-flow-project/web-classification/.promptflow/flow.tools.json @@ -0,0 +1,77 @@ +{ + "package": {}, + "code": { + "fetch_text_content_from_url.py": { + "type": "python", + "inputs": { + "url": { + "type": [ + "string" + ] + } + }, + "source": "fetch_text_content_from_url.py", + "function": "fetch_text_content_from_url" + }, + "summarize_text_content.jinja2": { + "type": "llm", + "inputs": { + "text": { + "type": [ + "string" + ] + } + }, + "source": "summarize_text_content.jinja2" + }, + "summarize_text_content__variant_1.jinja2": { + "type": "llm", + "inputs": { + "text": { + "type": [ + "string" + ] + } + }, + "source": "summarize_text_content__variant_1.jinja2" + }, + "prepare_examples.py": { + "type": "python", + "source": "prepare_examples.py", + "function": "prepare_examples" + }, + "classify_with_llm.jinja2": { + "type": "llm", + "inputs": { + "url": { + "type": [ + "string" + ] + }, + "examples": { + "type": [ + "string" + ] + }, + "text_content": { + "type": [ + "string" + ] + } + }, + "source": "classify_with_llm.jinja2" + }, + "convert_to_dict.py": { + "type": "python", + "inputs": { + "input_str": { + "type": [ + "string" + ] + } + }, + "source": "convert_to_dict.py", + "function": "convert_to_dict" + } + } +} \ No newline at end of file diff --git a/prompt-flow-project/web-classification/README.md b/prompt-flow-project/web-classification/README.md new file mode 100644 index 0000000..8cedf1c --- /dev/null +++ b/prompt-flow-project/web-classification/README.md @@ -0,0 +1,122 @@ +# Web Classification + +This is a flow demonstrating multi-class classification with LLM. Given an url, it will classify the url into one web category with just a few shots, simple summarization and classification prompts. + +## Tools used in this flow +- LLM Tool +- Python Tool + +## What you will learn + +In this flow, you will learn +- how to compose a classification flow with LLM. +- how to feed few shots to LLM classifier. + +## Prerequisites + +Install promptflow sdk and other dependencies: +```bash +pip install -r requirements.txt +``` + +## Getting Started + +### 1. Setup connection + +Prepare your Azure Open AI resource follow this [instruction](https://learn.microsoft.com/en-us/azure/cognitive-services/openai/how-to/create-resource?pivots=web-portal) and get your `api_key` if you don't have one. + +```bash +# Override keys with --set to avoid yaml file changes +pf connection create --file azure_openai.yml --set api_key= api_base= +``` + +### 2. Configure the flow with your connection +`flow.dag.yaml` is already configured with connection named `azure_open_ai_connection`. + +### 3. Test flow with single line data + +```bash +# test with default input value in flow.dag.yaml +pf flow test --flow . +# test with user specified inputs +pf flow test --flow . --inputs url='https://www.youtube.com/watch?v=kYqRtjDBci8' +``` + +### 4. Run with multi-line data + +```bash +# create run using command line args +pf run create --flow . --data ./data.jsonl --stream + +# (Optional) create a random run name +run_name="web_classification_"$(openssl rand -hex 12) +# create run using yaml file, run_name will be used in following contents, --name is optional +pf run create --file run.yml --stream --name $run_name +``` + +```bash +# list run +pf run list +# show run +pf run show --name $run_name +# show run outputs +pf run show-details --name $run_name +``` + +### 5. Run with classification evaluation flow + +create `evaluation` run: +```bash +# (Optional) save previous run name into variable, and create a new random run name for furthur use +prev_run_name=$run_name +run_name="classification_accuracy_"$(openssl rand -hex 12) +# create run using command line args +pf run create --flow ../../evaluation/classification-accuracy-eval --data ./data.jsonl --column-mapping groundtruth='${data.answer}' prediction='${run.outputs.category}' --run $prev_run_name --stream +# create run using yaml file, --name is optional +pf run create --file run_evaluation.yml --run $prev_run_name --stream --name $run_name +``` + +```bash +pf run show-details --name $run_name +pf run show-metrics --name $run_name +pf run visualize --name $run_name +``` + + +### 6. Submit run to cloud +```bash +# set default workspace +az account set -s +az configure --defaults group= workspace= + +# create run +pfazure run create --flow . --data ./data.jsonl --stream --runtime demo-mir --subscription -g -w +# pfazure run create --flow . --data ./data.jsonl --stream # serverless compute + +# (Optional) create a new random run name for furthur use +run_name="web_classification_"$(openssl rand -hex 12) + +# create run using yaml file, --name is optional +pfazure run create --file run.yml --runtime demo-mir --name $run_name +# pfazure run create --file run.yml --stream --name $run_name # serverless compute + + +pfazure run stream --name $run_name +pfazure run show-details --name $run_name +pfazure run show-metrics --name $run_name + + +# (Optional) save previous run name into variable, and create a new random run name for furthur use +prev_run_name=$run_name +run_name="classification_accuracy_"$(openssl rand -hex 12) + +# create evaluation run, --name is optional +pfazure run create --flow ../../evaluation/classification-accuracy-eval --data ./data.jsonl --column-mapping groundtruth='${data.answer}' prediction='${run.outputs.category}' --run $prev_run_name --runtime demo-mir +pfazure run create --file run_evaluation.yml --run $prev_run_name --stream --name $run_name --runtime demo-mir + +pfazure run stream --name $run_name +pfazure run show --name $run_name +pfazure run show-details --name $run_name +pfazure run show-metrics --name $run_name +pfazure run visualize --name $run_name +``` \ No newline at end of file diff --git a/prompt-flow-project/web-classification/azure_openai.yml b/prompt-flow-project/web-classification/azure_openai.yml new file mode 100644 index 0000000..5646047 --- /dev/null +++ b/prompt-flow-project/web-classification/azure_openai.yml @@ -0,0 +1,7 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/AzureOpenAIConnection.schema.json +name: azure_open_ai_connection +type: azure_open_ai +api_key: "" +api_base: "aoai-api-endpoint" +api_type: "azure" +api_version: "2023-03-15-preview" diff --git a/prompt-flow-project/web-classification/classify_with_llm.jinja2 b/prompt-flow-project/web-classification/classify_with_llm.jinja2 new file mode 100644 index 0000000..6d7c3da --- /dev/null +++ b/prompt-flow-project/web-classification/classify_with_llm.jinja2 @@ -0,0 +1,21 @@ +system: +Your task is to classify a given url into one of the following categories: +Movie, App, Academic, Channel, Profile, PDF or None based on the text content information. +The classification will be based on the url, the webpage text content summary, or both. + +user: +The selection range of the value of "category" must be within "Movie", "App", "Academic", "Channel", "Profile", "PDF" and "None". +The selection range of the value of "evidence" must be within "Url", "Text content", and "Both". +Here are a few examples: +{% for ex in examples %} +URL: {{ex.url}} +Text content: {{ex.text_content}} +OUTPUT: +{"category": "{{ex.category}}", "evidence": "{{ex.evidence}}"} + +{% endfor %} + +For a given URL and text content, classify the url to complete the category and indicate evidence: +URL: {{url}} +Text content: {{text_content}}. +OUTPUT: \ No newline at end of file diff --git a/prompt-flow-project/web-classification/convert_to_dict.py b/prompt-flow-project/web-classification/convert_to_dict.py new file mode 100644 index 0000000..3b287df --- /dev/null +++ b/prompt-flow-project/web-classification/convert_to_dict.py @@ -0,0 +1,12 @@ +import json + +from promptflow import tool + + +@tool +def convert_to_dict(input_str: str): + try: + return json.loads(input_str) + except Exception as e: + print("input is not valid, error: {}".format(e)) + return {"category": "None", "evidence": "None"} diff --git a/prompt-flow-project/web-classification/fetch_text_content_from_url.py b/prompt-flow-project/web-classification/fetch_text_content_from_url.py new file mode 100644 index 0000000..1ff7f79 --- /dev/null +++ b/prompt-flow-project/web-classification/fetch_text_content_from_url.py @@ -0,0 +1,30 @@ +import bs4 +import requests + +from promptflow import tool + + +@tool +def fetch_text_content_from_url(url: str): + # Send a request to the URL + try: + headers = { + "User-Agent": "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) " + "Chrome/113.0.0.0 Safari/537.36 Edg/113.0.1774.35" + } + response = requests.get(url, headers=headers) + if response.status_code == 200: + # Parse the HTML content using BeautifulSoup + soup = bs4.BeautifulSoup(response.text, "html.parser") + soup.prettify() + return soup.get_text()[:2000] + else: + msg = ( + f"Get url failed with status code {response.status_code}.\nURL: {url}\nResponse: " + f"{response.text[:100]}" + ) + print(msg) + return "No available content" + except Exception as e: + print("Get url failed with error: {}".format(e)) + return "No available content" diff --git a/prompt-flow-project/web-classification/flow.dag.yaml b/prompt-flow-project/web-classification/flow.dag.yaml new file mode 100644 index 0000000..a1b302a --- /dev/null +++ b/prompt-flow-project/web-classification/flow.dag.yaml @@ -0,0 +1,83 @@ +inputs: + url: + type: string + default: https://play.google.com/store/apps/details?id=com.twitter.android +outputs: + category: + type: string + reference: ${convert_to_dict.output.category} + evidence: + type: string + reference: ${convert_to_dict.output.evidence} +nodes: +- name: fetch_text_content_from_url + type: python + source: + type: code + path: fetch_text_content_from_url.py + inputs: + url: ${inputs.url} +- name: summarize_text_content + use_variants: true +- name: prepare_examples + type: python + source: + type: code + path: prepare_examples.py + inputs: {} +- name: classify_with_llm + type: llm + source: + type: code + path: classify_with_llm.jinja2 + inputs: + deployment_name: mahdi-gpt-35-turbo + max_tokens: 128 + temperature: 0.2 + url: ${inputs.url} + text_content: ${summarize_text_content.output} + examples: ${prepare_examples.output} + provider: AzureOpenAI + connection: azure_open_ai_connection + api: chat +- name: convert_to_dict + type: python + source: + type: code + path: convert_to_dict.py + inputs: + input_str: ${classify_with_llm.output} +node_variants: + summarize_text_content: + variants: + variant_0: + node: + type: llm + source: + type: code + path: summarize_text_content.jinja2 + inputs: + deployment_name: mahdi-gpt-35-turbo + max_tokens: 128 + temperature: 0.2 + text: ${fetch_text_content_from_url.output} + provider: AzureOpenAI + connection: azure_open_ai_connection + api: chat + module: promptflow.tools.aoai + variant_1: + node: + type: llm + source: + type: code + path: summarize_text_content__variant_1.jinja2 + inputs: + deployment_name: mahdi-gpt-35-turbo + max_tokens: 256 + temperature: 0.3 + text: ${fetch_text_content_from_url.output} + provider: AzureOpenAI + connection: azure_open_ai_connection + api: chat + module: promptflow.tools.aoai + default_variant_id: variant_0 diff --git a/prompt-flow-project/web-classification/prepare_examples.py b/prompt-flow-project/web-classification/prepare_examples.py new file mode 100644 index 0000000..c4ccb76 --- /dev/null +++ b/prompt-flow-project/web-classification/prepare_examples.py @@ -0,0 +1,44 @@ +from promptflow import tool + + +@tool +def prepare_examples(): + return [ + { + "url": "https://play.google.com/store/apps/details?id=com.spotify.music", + "text_content": "Spotify is a free music and podcast streaming app with millions of songs, albums, and " + "original podcasts. It also offers audiobooks, so users can enjoy thousands of stories. " + "It has a variety of features such as creating and sharing music playlists, discovering " + "new music, and listening to popular and exclusive podcasts. It also has a Premium " + "subscription option which allows users to download and listen offline, and access " + "ad-free music. It is available on all devices and has a variety of genres and artists " + "to choose from.", + "category": "App", + "evidence": "Both", + }, + { + "url": "https://www.youtube.com/channel/UC_x5XG1OV2P6uZZ5FSM9Ttw", + "text_content": "NFL Sunday Ticket is a service offered by Google LLC that allows users to watch NFL " + "games on YouTube. It is available in 2023 and is subject to the terms and privacy policy " + "of Google LLC. It is also subject to YouTube's terms of use and any applicable laws.", + "category": "Channel", + "evidence": "URL", + }, + { + "url": "https://arxiv.org/abs/2303.04671", + "text_content": "Visual ChatGPT is a system that enables users to interact with ChatGPT by sending and " + "receiving not only languages but also images, providing complex visual questions or " + "visual editing instructions, and providing feedback and asking for corrected results. " + "It incorporates different Visual Foundation Models and is publicly available. Experiments " + "show that Visual ChatGPT opens the door to investigating the visual roles of ChatGPT with " + "the help of Visual Foundation Models.", + "category": "Academic", + "evidence": "Text content", + }, + { + "url": "https://ab.politiaromana.ro/", + "text_content": "There is no content available for this text.", + "category": "None", + "evidence": "None", + }, + ] diff --git a/prompt-flow-project/web-classification/requirements.txt b/prompt-flow-project/web-classification/requirements.txt new file mode 100644 index 0000000..9e5b3b3 --- /dev/null +++ b/prompt-flow-project/web-classification/requirements.txt @@ -0,0 +1,4 @@ +--extra-index-url https://azuremlsdktestpypi.azureedge.net/promptflow/ +promptflow[azure] +promptflow-tools +bs4 \ No newline at end of file diff --git a/prompt-flow-project/web-classification/run.yml b/prompt-flow-project/web-classification/run.yml new file mode 100644 index 0000000..9522372 --- /dev/null +++ b/prompt-flow-project/web-classification/run.yml @@ -0,0 +1,4 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Run.schema.json +flow: . +data: data.jsonl +variant: ${summarize_text_content.variant_1} \ No newline at end of file diff --git a/prompt-flow-project/web-classification/run_evaluation.yml b/prompt-flow-project/web-classification/run_evaluation.yml new file mode 100644 index 0000000..7bb9479 --- /dev/null +++ b/prompt-flow-project/web-classification/run_evaluation.yml @@ -0,0 +1,7 @@ +$schema: https://azuremlschemas.azureedge.net/promptflow/latest/Run.schema.json +flow: ../classification-accuracy-eval +data: data.jsonl +run: web_classification_variant_1_20230724_173442_973403 # replace with your run name +column_mapping: + groundtruth: ${data.answer} + prediction: ${run.outputs.category} \ No newline at end of file diff --git a/prompt-flow-project/web-classification/summarize_text_content.jinja2 b/prompt-flow-project/web-classification/summarize_text_content.jinja2 new file mode 100644 index 0000000..8107801 --- /dev/null +++ b/prompt-flow-project/web-classification/summarize_text_content.jinja2 @@ -0,0 +1,7 @@ +system: +Please summarize the following text in one paragraph. 100 words. +Do not add any information that is not in the text. + +user: +Text: {{text}} +Summary: \ No newline at end of file diff --git a/prompt-flow-project/web-classification/summarize_text_content__variant_1.jinja2 b/prompt-flow-project/web-classification/summarize_text_content__variant_1.jinja2 new file mode 100644 index 0000000..5fb8160 --- /dev/null +++ b/prompt-flow-project/web-classification/summarize_text_content__variant_1.jinja2 @@ -0,0 +1,7 @@ +system: +Please summarize some keywords of this paragraph and have some details of each keywords. +Do not add any information that is not in the text. + +user: +Text: {{text}} +Summary: \ No newline at end of file