ADTRAN Customer Care Center Script v1.2

Are you with CCC or AnswerTel?

CCCAnswerTel

Is the call from overseas?

Overseas lineADTRAN US/Canada line

Is the caller an electronic voice reporting a ProCloud issue?

Yes, electronic voiceNo, it is a human

AnswerTel Severity

What is the issue you are reporting? Did the customer indicate that this Is a site down emergency affecting all users, or an outage affecting multiple subscribers?

Yes, emergency site down or outage for which troubleshooting is needed.No, not an emergency site down nor outage.Caller is from Charter or Comcast, and requested ADTRAN join a bridge. (Treat as outage.)

You have reached the emergency after hours call center. This issue is not supported after-hours. To open a support case for a response during the business day, please go to www.adtran.com/opencase, or call back and the ADTRAN Call Center will log your request.

Customer accepted instructions to open a case.Customer insisted a case be opened.

The automated voice will tell you to press 1 or 2. Press it and listen to the message. If it says that both ProCloud servers have failed, alert the ProCloud on-call person.

Alerted ProCloud on-call person

What issue did the customer report? (If the customer didn't yet explain, ask "What is the issue you are reporting?")

For this selection, you must choose one of our site vendors from the following list - Choice, Logicom, or Tailwinds.

Will select a vendor, or go back and choose Technical Support Troubleshooting option.

Any underlined question or answer should be spoken to the customer. Instruction to agents are not underlined.

The case may be entitled to advance replacement after hours, but troubleshooting will be required. Please go back and check the "Technical Support troubleshooting or outage response" item above and proceed.

Will select Troubleshooting

Escalation

From the caller's description, check the option that applies:

Customer reported an issue earlier today/last night/this weekend to AnswerTel, and has not received an engineer response.Customer reported today/last night/this weekend to AnswerTel, received a response, but needs further assistance.Customer reported the issue to ADTRAN before the end of business hours today, or the most recent business day and now needs a response.Demands to speak to a manager.

What is the case number associated with the issue?

Enter case number in details section of case.

Use the drop down menus below to select the appropriate product and on-call group, and contact the Escalation Manager listed for that group. If no answer, contact the FINAL ESCALATION contact at the bottom of the Today sheet.

https://docs.google.com/spreadsheets/d/124UwiFS4y5AORZUeJvrHuZN594lps655Xlvck85mZDQ/edit#gid=0

Dispatch Issue

Collect the name, phone number, ticket #, and provide to the ProCare on-call person.

Provided information to ProCare On-call person.

Collect the name, phone number, ticket #, and provide to the ProCare agent.

Provided information to ProCare agent.

Fairpoint/Consolidated

Are you the end user customer, or a Fairpoint/Consolidated representative?

End User Customer - the product is installed in his networkFairpoint/Consolidated representative

You will need to call 1-855-588-9300 for Fairpoint/Consolidated Managed Services Team.

Caller accepted instructionsCaller demands ADTRAN ticket

Fairpoint/Consolidated

If this is an EN product, it has blanket ProCare NBD coverage.

Add note - Verizon blanket ProCare NBD. Clicked Under Coverage = Yes

You will need to call 1-855-588-9300 for Fairpoint/Consolidated Managed Services Team.

Caller accepted instructionsCaller demands ADTRAN ticket

Special Products

TA5K Group

For which module in the TA 500x are you calling?

Product Type

Product Name

ProCloud Service

I need to collect the serial number of a switch or access point covered by this service to include on the support case.

ProCloud Service - Click this radio button to proceed.

Commscope

Please hold. I will transfer you to Commscope support. (Cold transfer the caller to Joerick Santiago at 828-261-6690 - do NOT give the caller Joerick's phone number.)

Transferred caller to Commscope Support - do not open a support case.

n-Command

n-Command support requires an active software license. May I have the serial number? To check: Enter the hardware serial number into Remedy Hold the ctrl key and click the link below https://www.adtran.com/web/page/portal/Adtran/wp_admin_registeredproducts Log in Enter the serial number or Dell service tag (shown at the bottom of the Remedy product tab). If the SW Support Expiration Date shown expired more than 30 days ago, click Expired below. If the SW Support Expiration Date is today or in the future, click Active n-Command Software License below.

Active n-Command Software LicenseExpired or not present n-Command Software License

Do you have an active software license?

Yes active licenseNo active licenseI don't know

SonicWall

This product is supported by SonicWall. Please call 888-793-2830 for support.

Referred caller to SonicWall

IDS

Please call IDS support by dialing 4425 from the Polycom phone, or call 1-888-581-VOIP (8647).

Referred caller to IDS Support.

Products Require Warranty or Service Plan

TROUBLE FINDING SERIAL NUMBER? Tell the customer: The serial usually starts with LBADTN or CFG but I can try whatever numbers you find there. If they aren't sure which number on the sticker is the serial, just try each number they provide. If you check three numbers and don’t find a winner, proceed to create a ticket and send to the ProCare agent.

Enter the serial number into the serial number field. Is the product covered by warranty or service plan?

Yes - service plan expires in the future, or expired less than 30 days agoNo - service plan expired more than 30 days agoNo - service plan not registered to that serial number

Does the serial number have an unexpired warranty?

Yes, warranty date is today or laterNo, warranty expired or serial number invalid and not pulling up a warranty expiration

NetVanta 7100 & Phones

Is the caller certified for the NV 7100?

Yes, caller is certified (passed ATSP/UCAS exam at 80% or above in past three years)No, caller is not certified

No Entitlement

Review the list of products below and the eligibility requirements. If the customer's product is eligible for PSV, say this: Without active warranty or service plan, the support you need may be available by purchasing Professional Service Vouchers. Please review your options for PSVs at www.adtran.com/psv and be sure that the description provided offers the support you require. If you decide to use PSVs please purchase at least 2, then open a case at www.adtran.com/opencase and be sure to include the PSV numbers in the detailed description. You may also call me back to open a case once you have purchased at least 2 PSVs. If not eligible, because the product is not in this list, or because the eligibility is not met, say this:
Product support is not available for your product. You may be able to find answers in our support community - just click Support Community under the Support menu on our website. Or, I can offer an out of warranty RMA, which will cost $75 for handling and evaluation, plus 10% of original list price if we are able to repair it. I would need a credit card or PO to set that up for you.

PSV Eligible Products

Customer accepted PSV option - do not open case - abandon ticketCustomer has purchased at least 2 PSVs - open caseCustomer demands an escalation - open caseCustomer wants OOW RMA - create RMA and collect payment method.

ADTRAN does not offer support of this product without active software license. Please purchase n-Command license from your Reseller or Distributor.

Customer accepted instructions for software license.Customer demands an escalation - open case

This concludes the script. Click Submit below.

Submitted

Severity Assignment - EN

Is the site down with all users affected?

Yes, the site is down, all usersNo, the site is not down.

Was it previously working and no configuration changes were made prior to the outage?

Yes, it was working and no configuration changes were made.No, it was not working, or configuration changes have been made.

Severity EN:

New ConfigurationChange to an existing configurationNo changes to configuration, and still having issuesHas a few questions

Severity:

Explain to the customer:

Our emergency response team responds to outages in live customer networks due to product failures. Since this issue has arisen without live customers, or as a result of configuration changes, I will open a support case for a response during business hours.

Severity Assignment - CN

What best describes the situation?

Routine questionsTechnical problem, but no service affected currentlyCustomer Missed CallbackService affected, but no outageOutage with service customers or subscribers affected

Severity:

ProStart

Did the customer mention that the product is just being installed, or installed in the past two weeks?

Yes, recently installedNo, not recently installed

Is ADTRAN ProStart or ProServices performing or remotely assisting this installation?

Yes, ADTRAN ProStart installationNo, not ADTRAN ProStart installation

Assign the case to ADTRAN ProStart (ACES Install)

Assigned case to ADTRAN ProStart/Install

Assign the case to the ProStart on-call engineer.

Assigned case to ProStart engineer.

On-Call Group - Dispatch

Click the link below:

www.adtran.com/answertel

Dispatch to ProCare Agent

Dispatched to ProCare Agent

Open the ONA form

www.tfaforms.com/4607981

Explain severity discrepancy

Please complete the information on the ADTRAN DIsaster Response Form at the link below.

www.tfaforms.com/4656247

Open a case and assign to Tier 1.

Opened Tier 1 case.

Private Label Site Information

Address Line 1

Address Line 2

City

Country

State

Provinces

Postal Code

Mosaic One

Please complete the information on the Mosaic One Form at the link below.

Mosaic One Questions - https://www.tfaforms.com/4955685

Contact Information