MCCCD Official Course Competencies:

TLT155  2008 Summer I - 2009 Spring

Technical Support Representative Telephony II

1.

Complete third party verifications. (I)

2.

Use a database to navigate and research accounts. (II)

3.

Create telephony work orders. (II)

4.

Use charge codes. (II)

5.

Demonstrate procedures for access and navigation of troubleshooting databases. (III)

6.

Complete basic troubleshooting steps. (III)

7.

Utilize appropriate adjustment codes. (IV)

8.

Demonstrate procedures for merging billing statements. (IV)

9.

Demonstrate procedures for managing billing accounts and services. (IV)

MCCCD Official Course Outline:

TLT155  2008 Summer I - 2009 Spring

Technical Support Representative Telephony II

I. Products

A. Telephone

1. Packages

2. Plans

B. Voice Mail

1. Packages

2. Codes

C. Telephony Features

D. Third Party Verifications (TPV)

1. Use

2. Procedures

II. Customer Database

A. Navigation

B. Research

1. Search Tabs

2. Account

3. Customer Status

C. Work Orders

1. Codes

2. Serviceability

3. Service Change

4. Trouble Call

5. Special Request Order

6. Test Desk

D. Scheduling

1. Features

2. Services

E. One Time Charge

1. Types

2. Scheduling

III. Troubleshooting

A. Types

1. Switch

2. Packet Switched

3. Voice Mail

4. No Dial Tone

B. Databases

1. Query Direct Number (QDN)

2. Polaris

3. Glenayre

4. Query Voice Port (QVP)

5. Illuminet

C. Staging

1. Issues

2. Procedures

D. Medical Emergency

IV. Billing

A. Terms/Definitions

B. Process

1. Screens

2. Codes

3. Flows

C. Research

1. Use

2. Procedures

D. Payments

E. Credits

F. Adjustments

G. Statements

1. Ledger

2. Account Aging

3. Merging

H. Account Management