File System downtime forms

  • Updated Downtime form filing instructions for verified and unverified users.
  • Included Token availability.
  • Removed Authorized user from Add. Removed address info from Account changes.

 

Use these steps to file a system downtime form. The Downtime form automatically populates with account information and Account Classification from the CS Control Panel. Downtime forms should not be filed during the nightly Samson date change.

Researching a System Downtime Form

  • Downtime form research may be required when a customer says a past request wasn't completed as promised, and there's no record of the request in Samson.
  • The first priority is to ensure the request gets completely resolved.
  • When possible, provide your coach with additional information to research any error.

To research a previously filed downtime form:

  1. Log in to Atlas, through a verified account. Access Toolbox on the left.
  2. Select Forms under Troubleshooting, Click Check status of Forms Request.
  3. Search by Form# or TT#, or select Show Advance Search for additional filters.
  4. Select the appropriate downtime form from the dropdown field.
  5. Select the appropriate options such as Location, Coach, Submitted By etc.
  6. Under Status, choose New.
  7. Click Search.

Check the Downtime Change Timelines to see if the timeline has been exceeded.

  • If the timeline has not been exceeded:
    • Let the customer know that we haven't yet completed the request, but you're going to complete the request now.
    • Memo the account to disregard the downtime form and include the number.
  • If the timeline has been exceeded:
    • Apologize for the error and resolve the request.
    • Contact your coach with the account and form details.

  • Apologize for the error and resolve the request.
  • If the customer provides the name and representative ID of the prior CSR, provide that information to your coach.
  • If a C2 form was to be filed, use the All Forms Query to check C2 by BAN or MSISDN.

Form Instructions

This section has instructions for each specific request type in the Downtime form.

  • Submit one form for each change request.
  • Verify the account before completing any request type.
  • To ensure the necessary information is included for each request, multiple forms for one caller may need to be submitted.
  • If similar changes are needed on multiple lines, you may include the additional subscribers in the comments.
  • Downtime forms can't be submitted for transactions protected by One Time PINs. (For handling OTP-protected transactions, see: System Downtime Form > File a System downtime form)
  • Unauthorized users or unverified accounts have limited downtime forms available to submit:
    • Postpaid: Service suspension for lost/stolen
    • Prepaid: Service suspension for lost/stolen and Downtime payment

  1. Log in to Atlas.
  2. On the left, click on Toolbox. Under troubleshooting select Forms.
  3. Under Service Type, select the appropriate Downtime form.
  4. Under Request Type, select the appropriate category.
  5. Click continue. The Submitters information and customer information will be populated
  6. Complete any additional required fields. Required fields have a magenta * next to them.
  7. Click Submit.
  8. Copy and paste the form number in the account.
  9. Set customer expectations. Downtime change requests are processed within 8 hours.

Verification tokens

Tokens are created and available on an account for Verified, Bypass, and Not Verified access. Tokens expire after five uses or two hours, whichever comes first. Tokens can be expired manually if account access is required before the auto expiration.

Copy token

  1. In the Info tab, under the Mobile number and BAN field, click Copy token. The Token key pop-up displays.
  2. Highlight and right-click to select Copy and then paste the token into the appropriate system field

Expire token

  1. Select the Mobile number or BAN field on the form to open the Account lookup window.
  2. In the Customer lookup window, before selecting the Mobile Number or BAN or Token field, click on the Expire local token.
  3. A 'Complete' notification window appears and the Customer lookup window is available to enter the Mobile Number or BAN or Token. Click Next.
  4. Continue with the account verification.

Regenerate token

A token may need to be regenerated when working Downtime forms.

  1. In the Processing info tab, click Copy/Regenerate Token. The Token key pop-up displays.
  2. Click the Regenerate Token button.
  3. Highlight and right-click to select Copy and then paste the token into the appropriate system field.

Adding/Deleting a SOC

Field Action
Comments Include additional subscribers on the same BAN that require the same change.
Dealer Code Leave blank, unless you need to add a specific dealer's code.
Effective Date Enter the start date of the SOC.
SOC Level Choose BAN or Subscriber.
SOCs to be added

Type in the exact SOC code.

-or-

Click the arrow to the right to select one from the list.

Note: To add mulitple SOCs, you can either type in the additional codes (separating each with a blank space), or you can click the arrow again and select another code.

Field Action
Comments Add any necessary notes.
SOCs to be deleted

Type in the exact SOC code.

-or-

Click the arrow to the right to select one from the list.

Note: To delete multiple SOCs, you can either type in the additional codes (separating each with a blank space), or you can click the arrow again and select another code.

Adjustments

Field Action Additional notes
Adjustment Amt Enter the exact dollars and cents for the adjustment. If unable to determine the tax rate, include +Tax with the amount.
Adjustment Type

Type in the exact adjustment code.

-or-

Click the arrow to the right to select one from the list.

 N/A
Comments
  1. Indicate BAN level or Charge level.
  2. Enter specific criteria reviewed to determine adjustment was needed.
  3. Add the Billing period affected.
  4. Show all math used in calculating the adjustment amount (including tax calculations if possible).
  5. If for Retention, list the specific review factors used.
  6. If over your adjustment level, list the authorizing coach or senior representative name.
 The comments field does not hold all of the text from a memo template. You need to type in each required item.
Credit or Charge Click one radio button to indicate a credit or charge to the account. N/A

Account changes

Field Action
Comments Add any necessary comments.
New IMEI Enter the new IMEI number.
Reason for IMEI Change Leave blank.

Field Action Additional notes
Comments
  1. If customers prefer a specific NPA/NXX, add that information to the comment.
  2. Document that they've been notified of the $15 processing fee.
 N/A
Current Number Group Leave blank. N/A
Market Click the box to choose from the list.
  • Not required.
  • Only select the market if the customer is changing markets or number groups.
New MSISDN
  • Leave blank.
  • Don't choose a number to offer to the customer.Leave blank.
  • The numbers in Atlas might not be available in Samson at re-keying.
  • Tell customers that they'll receive a text message with the new number once it's changed.
Number Group After selecting a market, click the box to find the city closest the customer.
  • Not required.
  • Only select the number group if the customer is changing number groups.
Reason for CTN Click the arrow to the right to select from the list. If it's a procedural change, leave comments on the reason for the change.

Address changes are no longer supported due to one-time PIN requirements.

Field Action
Address # Not available to change due to OTP requirement.
Address Name Not available to change due to OTP requirement.
Address Type Not available to change due to OTP requirement.
City Not available to change due to OTP requirement.
Comments Address changes are no longer supported due to OTP requirement.
Home Phone Enter the new Contact 1 in Samson.
State Not available to change due to OTP requirement.
Suffix

Type the suffix in all caps (such as ST or AVE).

-or-

Click the arrow to the right to select one from the list.
Work Phone Enter the new Contact 2 in Samson.
ZIP Code/ZIP+4 Not available to change due to OTP requirement.

Field Action
Comments Add any necessary notes.
Contract End Date Only enter if extending contract.
Dealer code Leave blank, unless you need to add a specific dealer's code.
Effective date of change

Enter date agreed with customer.

Note: This doesn't need to be the next cycle date.
New Rate Plan

Type in the exact Rate Plan code.

-or-

Click the arrow to the right to select one from the list.

Collections

Field Action
Collection Type

Choose Suspend Treatment.

Note: This Request Type is only used when the Write Off Account Research form isn't available.
Comments

Include one of the following:

  • ABR Form submitted
  • Billing dispute
  • Deposit posting issue
  • Payment posting issue
Date Enter the date of the issue.
Disputed Amt Enter the amount.
Disputed Invoice Enter the invoice date (if known).
Disputed Reason Click the arrow to the right to select the closest reason.
Follow Up Date Leave blank.

HotSpot @Home 9-1-1 address

Field Action
Address Type Defaults to Street. Select Rural Route when applicable.
City Enter the new City.
HotSpot@Home 9-1-1 Accept Ind
  1. Read the E911 disclaimer to the customer and have them verbally agree.
  2. Click Yes.
State Enter the new State.
Street Address Include the complete Street Address. Example: 123 NW Main Street Apt B
ZIP Code Enter the new ZIP Code/ZIP+4.

Payments

Field Action Additional notes
Account Type Enter for Check payments. N/A
All Numbers at bottom of check Enter for Check payments.
  • Numbers entered in the All Numbers at bottom of check field are encrypted when the form is saved.
  • When the form is re-keyed and the status is changed to Completed, only the last 4-digits can be viewed.
Amount Enter the exact dollars and cents. N/A
Checking Acct # Enter for Check payments.
  • Numbers entered in the Checking Acct # field are encrypted when the form is saved.
  • When the form is re-keyed and the status is changed to Completed, only the last 4-digits can be viewed.
Comments Add any necessary notes.

The Comments field isn't encrypted; never enter customer's payment details in this field.
Credit Card # Enter for Credit Card payments.
  • Numbers entered in the Credit Card # field are encrypted when the form is saved.
  • When the form is re-keyed and the status is changed to Completed, only the last 4-digits can be viewed.
Expiration Date Enter for Credit Card payments. N/A
Name on Checking Account Enter for Check payments. N/A
Payment Type Click the arrow to the right to select from the list. N/A

Restores

Field Action
Comments Add any necessary notes.
Date to restore Enter date to resume.
Reason to restore Enter reason to resume.

Field Action
Comments Add any necessary notes.
Date to restore service Enter date to restore service.
Reason for reactivation Enter reason for restore.

Service Changes

Field Action
Adjustment Waiver Reason If the ETF should be waived, click the arrow to the right to select the reason from the list.
Comments Enter any additional subs on the same account that also needs cancellation.

Note: Only include additional memos in the Comments for escalated situations.
Date of Cancellation Enter the bill cycle date or other agreed date.
Reason for Cancellation Click the arrow to the right to select from the list.

Field Action
Comments Add any necessary notes.
Date of Suspension Enter date of suspension.
Reason for Suspension Enter reason for suspension.

All other request types

Field Action Additional notes
Comments Enter any account change requests not covered by another request type.
  • You're not required to submit Memo only forms, unless they're required by policy or likely to be needed on a future call.
  • The Comments field isn't encrypted; never enter customer payment details – such as credit card and bank account numbers – in this field.
  • Select Payment Request Type and enter information in the appropriate fields.