Reception HQ Call Flow Customer Account(none)ACA Insurance AdvisorsAcorn Tax & WealthAdvanced Podiatry SpecialistsAffordable Tire & AutoAire MastersAlbert AntoineAll Cats ClinicAllstate Ordway InsuranceAP MotorASP Americans Swimming Pool CoAssure Home FundingAtlantis Senior LivingAuto MartAuto SonRiseBernard SchwingBG RanchBlackburn Enterprises of OcalaBlackhorse Real EstateBohanan & Associates Land Surveying LLCBounce n PlayBradley TaylorBrent ORDWAYBriased OnionBrook Ledge Horse TransportCadre Healthcare Realty AdvisorsCals BarberCamelot Chateau Assisted LivingCartigliano ArtsCentral Florida LawCentral Florida Realty Team at Home Run RealtyClinical Imaging SystemsCombined Insurance Services INCComprehensive Financial AdvisorsComTechConnie ThomasConnor CockfieldCraig ClarkCreative EnergiesDave CurranDavid VanSlykeDebs Tax Service LLCDenali Property ManagementDenise MarchDiana MillerDigital Strength SolutionsDignity CounselingDr PhilipsDunmore Law PAEggs Over EasyElite Floor CraftersFakhoury Medical CenterFerguson & Associates Equine HospitalFoliage Design Systems IncFrank GrayFrank LewisGenericGilberts HardwareGood Nature PetsGood Time PrintingGooden ElectricGorgeous FloorsGrace Surgery CenterGreatchoice Data CenterGriffin InsuranceHills Shred ExpressHispanic Business CouncilHolding HoldingHome Run RealtyHome Town Electric and AirHomevestorsHope Health & WellnessHumane Society Thrift Store of Marion CountyIntegrated Resource TechnologiesIvonne Fuentes Trans AmericaJane MoerlieJanus & Curran PLLCJennifer TynanJoe SenkovichJoe SparacioJoes Discount TireKaren MuellerKeep It CoolKelly White DigitalKids Health Alliance, PAKings EmbassyKnight Storage TrailersLady Lake Senior LivingLake Blue View LLCLake Worth Chiropractic & WellnessLeeann WickettLemieux DiamondsLinda PetzLion's Lair BoutiqueLive Oak StudLoch Harbour Village CondominiumMark DallyMark GellerMark MoellingMartin's YamahaMary Ann ErmatingerMayfair Trucking IncMedOne OcalaMedOne St AugMichael Carroll Insurance AgencyMount Sinai Medical CenterNeighborhood Pawn & Sports CardsNESO PharmacyNina HarrisOcala Hears AudiologyOrmand PedsPaddock Park Animal HospitalPalmetto Medical CollegePat GervinPat Myers ElectricPatricia GeatchesPatricia ThomasPatrick WagnerPeds NEPrestige Auto SalesPrevidi GroupPrime Logistics Partners INCPure Energy OcalaRadcliffe EngineeringRamunno Law Firm PARanch BGRed Fern Pet LodgeRenaissance RoomRenewal Primary CareRestoration TherapyRevealing Truth MinistriesRich O'BrienRichard PerliniRitz Eye CareRocky TelescoRoma's Italian RestaurantRon Lorg Allied Resource TechnologySalt Springs ResortSamme MatthewsSofian StudioSonrise AutomotiveStacy FurgangStandley Pest ControlStephen AntoineStone Creek Senior HealthStraightline ConstructionStraightline Construction - GCSunshine Medical ClinicSunSolutions Insurance AgencySuzanne SloweyTeresea KossickThe Crane Financial GroupThe Dennis GroupThe Ora ClubhouseThe Shipping PostThe White ElephantTotal Care BillingUrology Care of Central FloridaViceroy Home ServicesVirginia PriceVista Lake Assisted LivingVista Lake NetworkVocal for PetsWash A HouseWear GlovesWest Oak DevelopersWill PetenbrinkWillmitch ChiropracticWomen's Pregnancy CenterWoodstone Associates LLCCompany/Name(Required)Callers NamePhoneEmail(Required) Call TopicComputer SupportBusiness Phone System SupportSales InquiryBroadband Cellular Internet Issues/SalesOtherEmergency Call?(Required) Non emergency Emergency Call Reason For Call (Phones) *PICK THE PROPER REASON*No Phone Service *ENTIRE SITE OFFLINE*Has service but some phones not registeringCannot Call Specific NumberTrying to dial VoicemailAudio IssuesOtherReason for Call (Tech Support)Not Listed/OtherNo InternetWifi Not WorkingServer Connection IssuesError MessagePrinter IssuesItems to check (No Phone Service)(Required) Internet connection is confirmed Are any phones in the office working? Check box if yes Wrong Drop Down ChosenYou chose the wrong drop down item. The customer is stating that some phones are workingAsk Customer the Following (Some Phones Not Registering)(Required) Other phones are working Phone in question has power Computers have internet Only select the true statementsTest Calls Made? Has caller confirmed the phone number? Has caller tested that number(s) from a phone outside of the business phones? List phone number(s)Voicemail Access (Based on Ext #) 2 Digits - 99 3 Digits - 999 4 Digits - 9999 5 Digits - 99999 What type of audio issue Garbled Choppy Robotic Dropped Audio Static Does it happen on 1 or more phones? Only 1 phone Multiple Phones Change Handset Phone Cord Fixed Issue Issues Not Resolved Does not have replacement available Perform a Speed Test - Instructions below choices Download under 10mbps Download >10mbps but less than 50mbps Download >50mbps Have customer open a web browser and go to speedtest.net and perform a speed testAudio Issue on Every Call? Yes No Make Test Calls Have Customer Call 804-222-1111 Listen to the voice prompts and press 3 to enter the voice echo test They can talk and test the audio back and forth. This can test, one way audio, gardbled or others. Note results of the test REASON: Customer Has Intermittent Audio IssuesDescribe the reason for calling (Phones Other) *Asking for a callback without information will not get a call back-NEED SPECIFIC REASON(Required)Did customer call their ISP? Yes - No Outage Reported No There is Internet because they can surf the web We need to confirm there is Internet at the locationNetwork Reboot (check boxes completed) The customer already rebooted the router Unplug router for 10 seconds Plug router back in Wait 2 minutes to check Are the desktop computers online? Yes No Does the WiFi Name show up? Yes No WiFi Lights Blue or Green Solid Light Blinking Light No Light Not sure/Has different setup Have customer look at their access point. It is a white circle that is usually on the ceilingDid customer call ISP to confirm internet connection? (WiFi) Yes No STOP - No TicketCan other computers in the office connect? Yes No Check for Internet Connection Open a browser and go to Google Search for Stocks Search results were shown Search results were NOT shown Follow the steps in order. Check only what is trueSTOPDid Customer Call ISP for Internet Outage? (Server) Yes No STOP - No TicketSTOP - Create TicketWas it a Blue or Black Screen? Blue Black Pop Up Error Provide details of the ErrorWhat type of issue is it? Printing Scanning Is your issue related to our cloud server? Yes No Ask customer: Can You... Print/Scan outside of the cloud server connection? Print/Scan inside the cloud server but issues from a certain program? No printing/scanning at all Can Anyone print to the printer you cannot connect to? Yes No STOP - Create TicketSTOP - Create TicketWhat are you looking for? Desktop Laptop Servers Networking Equipment Office Support Phone Service Screen Size 14in 15.6in 17in Not Sure Hard Drive Storage 128GB 256GB 512GB 1TB or higher Memory 4GB 8GB 16GB or higher Do you need a monitor? Yes No Reason for CallingCurrent Phone ProviderCurrent Internet ProviderType of InternetDSLCableFiberOtherHow many phone lines including roll over lines do you have?What is causing you to to switch to a new phone company or what features are you looking for?What Is The Reason For The Call?(Required)No InternetSlow InternetNew Sales InquiryChanging Wifi or Router SettingsOtherNo Internet Checklist - Make sure customer has done or confirmed these steps Make sure they rebooted the modem after waiting 5 minutes The internet light is red not blue This field is hidden when viewing the formHave Customer Text Our Carrier Support Number to text is 855-445-9434 SIM # is on front of device to include in text Onsite support is available according to contract rate on sign up Slow Internet - Explain these points to the customer Speed tests are not always accurate Cell towers can get congested and will eventually clear up If it continues; create a ticket and we will investigate with the carrier to find an answer Sales Sign Up Gather all the customers details A sales rep will reach out during business hours to set them up Information can be found at greatchoice.tv for internet information and streaming tv How to Change Settings in the device Gather information on the caller A support rep will reach out during business hours Additional Information
