ICOMS Task Screens

Question 1

Used to search for a customer

Answer 1

Task 01

Question 2

Shortcut keys that Agents can use to assist in moving around more quickly. (4 keys)

Answer 2

F2, F3, F4, F5

Question 3

List of active Services and the rate associated. Also shows active package and campaigns.

Answer 3

Task 04

Question 4

List of all open, cancelled, and completed Work Orders and Trouble Calls.

Answer 4

Task 05

Question 5

Shows charge offs and delinquent status, also any restrictions on accounts.

Answer 5

Task 12

Question 6

Manage phone features/blocks, set a line as a fax

Answer 6

Task 23

Question 7

Setup a Service Change Work
Order for:
 Upgrade/Downgrade

Answer 7

Task 66

Question 8

Used to search by TN, Name, Address, Acct #, and other

Answer 8

Task 01

Question 9

Equipment assigned to a customer, MAC address info,

2nd screen for sending hit, adding customer own modems, activate/pair CableCARD, see past equipment.

Answer 9

Task 06

Question 10

Change any type of open Work

Order or Trouble Call

Answer 10

Task 69

Question 11

Verify equipment/services balanced, sent primary hit

Answer 11

Task 07

Question 12

Enter new comments and review past comments

Answer 12

Task 15

Question 13

Billing details, payment history, and adjustments by service; view the status of a payment made by the customer

Answer 13

Task 57

Question 14

Manage Phone: OTCs, Balancing, Service Codes, DL (treatment, address, name), TN swap, Port a TN, change PIC code (carriers button)

Answer 14

Task 38

Question 15

Manage Cable: OTCs, Manual

Balancing, and Service Codes

Answer 15

Task 36

Question 16

Reschedule any type of open, Work Order or Trouble Call

Answer 16

Task 64

Question 17

Setup a Trouble Call

Answer 17

Task 67

Question 18

Used for the following:

Replacement Remote,
Battery
IR Extender
Install Complaint
Bury Drop
Equipment Pick up
TN Disconnect messages
Low, Cut, and Down Drops

Answer 18

Task 65

Question 19

Cancel any type of open Work

Order or Trouble Call

Answer 19

Task 60

Question 20

Manage HSD: OTCs, Manual

Balancing, and Service Codes

Answer 20

Task 37

Question 21

Dwelling Type, Headend, House Comments, Node, Rate Center, and House Status

Answer 21

Task 10

Question 22

Drop Type (Bury or Aerial)

Answer 22

Task 40

Question 23

Account name, contact numbers, SSN, customer type and category.

Answer 23

Task 33

Question 24

Manage Packages, Service Codes, and Campaigns.

Billing info for W/O
Sales Reason Codes
Guided Error Flow

Answer 24

Task 35

Question 25

W/O Summary

Answer 25

Task 43