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CX BALANCE INFORMATION NOW VISIBLE!!
Important!
CX BALANCE INFORMATION NOW VISIBLE!!
Cx Balance information is now visible, in Telgoo5, FOR ALL TIERS!!!
Customer Balance information is now available for all Tiers to view, Production Call Support-Week 1, Regular Schedules! Please follow the path, outlined below, to get there. Dairo Suarez (Guest) Maria Orjuela (Guest) Anwart Saker (Guest) Sebastian Vela (Guest) Valeria Cruz (Guest), please assure everyone has this update!
From the Customer Profile > Look under "Carrier" in the Line Information Section > You will notice a blue button, that reads "Live Status" ( pictured below )
Click the blue button that reads "Live Status" > you will see it extends the line information box, to show the balance (pictured below).
Please React to or acknowledge in a reply, to indicate understanding of this update!!!
Click the blue button that reads "Live Status" > you will see it extends the line information box, to show the balance (pictured below).
Date of the update 9/01/2023
IMPORTANT TG5 UPDATE!!
PLEASE SEE IMPORTANT UPDATE BELOW, TEAM!!!
While training in the Telgoo5 system, the "Parent" account was the ACP account.
Yet, on a live customer pulled up yesterday, the "Parent" account was the LL account & the "Child" account was the ACP account.
Please be advised! Which account is the "Parent" account (LL or ACP) will vary based on the customer!!
As we learned, when you note on one, the notes are not listed on the other. Production Call Support-Week 1, Regular Schedules, please continue to make changes, note, and create tickets (if needed) from the "Parent" account - no matter if it is LL or ACP!!
Date of the update 8/29/2023
Important!
PLEASE FOLLOW THIS PROCESS WHEN NOTES ARE OVER CHARACTER LIMIT
Rather than create a ticket as discussed last week, because the character limit in the ticket field is more than in the note field, instead - please follow the new process outlined below:
DO NOT CREATE A TICKET!
Instead, type as much as you can fit within the "Customer Notes" character limit.
End this note with an ellipses ( these three dots " ... " ).
Add a second note.
Begin this second note with an ellipses ( these three dots " ... " ).
Repeat - adding as many notes as necessary to fit all needed information!
Production Call Support-Week 1, Regular Schedules, please react to or acknowledge this post with a reply, to indicate understanding.
Date of the update 8/29/2023
Important!
NO APP NOR MY ACCOUNT FOR TELGOO CX'S!!
REMEMBER, Like There is No MyAccount for TG Cx's, There's No App, Either!
If anyone has seen the updated policies sent this morning "Old App vs. New App" & "StandUp Wireless App Deck", I just wanted to remind you Production Call Support-Week 1, Regular Schedules, Telgoo Customers have no app! (The App is connected to MyAccount. TG5 Cx's have no MyAccount. Therefore, they can have no App!). The policies mentioned above only apply to those Cx's you're locating in Catalyst! But, not to worry! Remember, we have verbiage for this - so we're just going to make a small addition (below):
I'm sorry. My Account is not available due to a technical issue that we are working quickly to resolve.
Or now, if asking about the App:
I'm sorry. The App is not available due to a technical issue that we are working quickly to resolve.
Date of the update 8/29/2023
IMPORTANT TG5 UPDATE:
YOU WILL SOON BE ABLE TO SEE CX USAGE!!
COMING SOON - You will soon be able to view the Cx's usage, on the Customer Profile, in Telgoo5! It will soon show at the bottom of the "Line Information" column; below where you now see it end with "Query Usage"!!
Please keep an eye out for this update & let Anwart Saker (Guest), Sebastian Vela (Guest) or Valeria Cruz (Guest) - one of your supports - know when you see it! Please continue to follow the process outlined in the post above "Important TG5 Update Number 1", with regards to usage until we have gained this visibility on our Customer Profile.
Thanks, in advance, Production Call Support-Week 1, Regular Schedules! Let myself or one of your supports know if you have any questions!!
Date of the update 8/28/2023
IF CX CALLS W/SLOW DATA OR INTERMITTENT INTERNET CONNECTION...
Because you are unable to see "Throttle" on the Customer Profile, in Telgoo5; like you can see it on the Customer Ribbon, in Catalyst. Please utilize the following path to determine how much data has been used (also pictured below):
From the Customer Profile, Navigate to the Usage Tab (under Quick Links).
In the "Record" dropdown menu, make sure it reads "All".
In the "Search by User" dropdown menu, select the account listed that does not have "+ACP", at the end of it.
In the dropdown menu that shows as a white box on the green bar, select "DATA".
"Billable Data" listed at the top is how much data they have used, so far - so that you can see if they have exceeded their plan and been throttled
Please follow standard troubleshooting steps.
If still unable to resolve the Cx's reason for calling with this information, then please click "Create a ticket", on Customer Profile.
Select "General Technical Escalation" as has always been the process from the "Ticket Type" dropdown & type it in the "Title" box, to match.
Under "Assign Ticket to" select "Group".
In the "Group List" dropdown that populates, select "Tier 2" (or, until that is available select the only available option, "Notification 1").
Date of the update 8/28/2023
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