NT Login - 81029162 MariaFatima. Encio@Startek.com Av@lanche123!ABC >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> My security Question Favorite Color : Bluegreen Place to visit : Japan >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> PAVLOV (VPN) mencio@pavlovmedia.com 714~3OHEBt$+Sv7. file:///C:/Users/MariaFatima.Encio/Downloads/VPN%20Odoo%20TE%20and%20Houston%20TE%20(3).pdf >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> HOUSTON https://houston.LIVE >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> mencio HkYnfoRtgCK#5 HkYnfoRtgCK#5 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Symtrain - Same with NTLogin symtrain.io >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> OODO maria.encio@startek.com pavlovmedia**03 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Houston TE mencio qcmxh4Y#h2E9K >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Nextlist https://list.starteck.com >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Odoo Training Environment Link: https://erpqa.erp.pav/web/login >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Houston Training Environment: https://houston-02.pebbles.work/#/login >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> ELMS ID Number Startek@123 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> LIVE ODOO https://erp.pavlovmedia.com/web >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> LIVE HOUSTON LIVE Houston:https://houston.pavlovmedia.net/#/login?redir= >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> NICE https://w-wfmcg1.startek.com/en_PH/group/webstation/home NT Log In >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> PM Waterfall https://startek.sharepoint.com/:x:/r/sites/Pavlov/KnowledgeBase/_layouts/15/Doc.aspx?sourcedoc={78DB55AE-EFC0-4BC7-8549-1C5BDA6361CE}&file=PM-Waterfall-Guide-1.xlsx&action=default&mobileredirect=true&DefaultItemOpen=1 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> PM Call Tracker: https://startek-my.sharepoint.com/:x:/p/hencelle_cruz/ETNWAUAfSPRFkZnDI5ZHbaUBW8zFk4C4v_GlCgSpYiAcaQ?e=hMelpn&clickparams=eyJBcHBOYW1lIjoiVGVhbXMtRGVza3RvcCIsIkFwcFZlcnNpb24iOiI0OS8yNDA0MTEyMjMxNSJ9 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Pavlov Call Tracker : https://lists.startek.com/srt/Pav_me/Tracker >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> SYSTEM Issue Tracker: https://lists.startek.com/srt/Pav_me/ITDNTP-Tracker-Pavlov >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> DIALPAD LOG IN MariaFatima.Encio@startek.com Mariafatima@12345 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> MDU - Multi Dwelling Unit FTTH - Fiber To The Home FTTB - Fiber To The Business B2B- Business to Business OODO - Contacts,Location, Houston is a mimic mode. PAVLOV MEDIA PavlovMedia.com/Login 601 N Country Fair Dr. Unit 200, Champaign, IL 61821 Support 8884728568 facebook.com/pavlovmedia linkedin.com/company/pavlov-media/ Full Name: Property Name Call Back: email: ISsue: Resolution: >>>>>>>>>>>>>>>>>>>>>>>>> ? Name of Caller: ? Service Location: ? Address: ? MDU Unit #: ? MDU Building #: ? Call back number: ? Email Address: ? Checked Property Case: Y/N ? Checked Supported Elements in Infrastructure Tab: Y/N ? Registration Enabled: Y /N ? Myaccount Link Provided: Y/N ? Link to Houston Account (Paste Link): ? MAC ADDRESS: ? Key Questions Asked (Probe): ? Trouble Shooting (List steps in bullet point form): ? Resolution: ? Recap: Y/N ? Survey: Y/N ? Name of Person Transferred to: >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> VOIP Proper Tagging If BILLING > Phone Team If SALES > FTTx AMG If TECH > Phone Team >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> register.pavlovmedia.net move wizard www. myaccount.pavlovmedia.net www.pavlovgo.com - Inactive/ Returning >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Thank you for calling Pavlov Media. My name is _______? How can I help you today? >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Hi! You've reached Pavlov Media Chat Support Service. This is Love. How can I assist you today? >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> We appreciate you for bring this to our attention. Rest assure that we will do our best to resolve this for you. To get this started, may I have your first and last name please? ??????????????????????????????????????????????????????????????? Thank you for bringing this to our attention. I apologize that you are having an internet issue right now. I understand how important this for you, but no worries, I am more than happy to assist you and will do our best to resolve this for you. ??????????????????????????????????????????????????????????????? Oh, I am sorry for the inconvenience that this has caused you. I understand that you're having issues connecting to your new printer. Let me help identify what's causing it. I understand. Let me take a look at your account to check details and determine the reason why you can’t connect to your printer. To begin, may I have your full name and your address? Thank you for providing your information. Can I call you by your first name? Thank you, Lily. May I also have your best call-back number in case our call gets disconnected, as well as your email address? >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> FOR PRINTER Thank you for providing your information. What type of printer are you using, and how are you connecting to it, Lily? >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> FOR VOIP Thank you for providing your information. I will be asking a series of questions to identify the reason for your phone issues. Just to confirm, is the internet working right now? You can try using a different device such as your mobile phone to confirm. • When did your telephone service stop working? • Is there only one phone not working, or are all the phones not working? • Do you get a dial tone? • Can you make calls? • Can you receive calls? I now understand why you were having trouble connecting to your printer. It's due to the backend security measures we have in place, designed to prevent your device from communicating with other devices. Lily, we hope you understand that this stringent security framework is engineered to shield your devices from potential threats posed by external devices, including those of your neighbors. However, a side effect of this is that it also restricts communication between your own devices. Think of it this way: If you were at a coffee shop and connected to the wifi, you wouldn't want everyone else there to be able to connect to your computer and download data from it. That same level of security is in place at many, if not all, of our service locations. You’re welcome and thank you for understanding! Is there anything else that I can help you with? I am glad to clear this up for you today. Just a quick recap: your printer is not able to connect wirelessly to your phone due to the data security system baked into your service location. If that’s all for today, Lily, once again, thank you for calling Pavlov Media! Have a great day! >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Survey Spiel for CHAT Thank you for taking the time to chat with us! Your feedback is incredibly valuable in helping us improve our services. After our conversation, we invite you to share your thoughts and experiences by calling our Customer Satisfaction (CSAT) Line at 917-694-7192. Your input ensures we continue to meet and exceed your expectations. We appreciate your partnership in making our service even better. Once again, thank you for contacting Pavlov Media. Have a wonderful day! >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Secure Customer Satisfactions Is there anything else that I can assist you with? I will now provide to you your ticket number if ever you'll call us back with the same issue you will just need to give this ticket number so that our next agent will know what to do and for you not to repeat yourself all over again. Case number: If you don't mind is it okay for you to participate to our Quick Customer Survey for our service and for us to make our service better in the future. Perfect! I will now transfer you to our Survey platform. Thank you for being one of the best part of pavlov media. Again this is Lovely and Enjoy the rest of your day! No worries. Anyway, Thank you for being one of the best part of pavlov media. Again this is Lovely and have a great day! >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> TRANSFERRING CALL SPIEL Hello [ rep name], this is [FAITH]. I have a customer who has some general questions. Their name is [Customer name] and their ticket number is [ticket number]. I can bring the customer on the line whenever you are ready. Ms. CX/ Resident, [Level 2 or higher support name], our service specialist on the line. They're going to help you resolve everything from here. NON TECH ISSUEs 1) Customer Name 2) Customer Phone Number 3) Customer Request 4) Agent Transferred To Or Snapshot of Full queue after 1 minute hold time 5) If you are closing a ticket, include how the ticket was resolved in the resolution >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> >Has questions about the FTTH Service • Wants to reschedule their Installation data/time • Wants to report property damage allegedly by Pavlov Media Suggested SPIEL- AER Thank you for reaching out with your questions about our service. Your interest in understanding the service better is appreciated. I'm here to assist you in finding answers with your queries today. • I understand that sometimes schedules can change unexpectedly. what i can do for you is transfer you over to our account management that handles scheduling so that they may able to check the best available time that works for you. Would that be fine? • Your concern is important, and we take such matters seriously. Rest assured, we will investigate the issue thoroughly and take appropriate action to address it. Please provide any additional details you have, and we'll work to resolve the situation promptly. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> W7LBFCNRXBRKF2MX- VPN XTQNMKLDFNQ7P5S7 - Startek >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> LOG NOTES - TEMPLATES *SURVEY SPIEL* May I request for your participation in our brief customer satisfaction survey related to your experience today? It's just 4 simple questions and we would appreciate your feedback. I will transfer you to our automated customer satisfaction line. Thank you so much for your participation and for calling Pavlov Media. Please stay on the line as I transfer this call to our survey hotline. *OUTAGE* I have checked the property and I am sorry to inform you that our Network Operations Center has identified an issue affecting the (internet/cable) service at the property. The team is working on getting the issue fixed remotely. We do not have an estimated time of repair, but a ticket will be created for you. Please write it down for reference, and feel free to call us for updates. Here's the ticket number As soon as we learned about the outage, we immediately notified and sent out our Technicians to have this resolved in a timely manner. - Informed the resident that there is an outage at their site and that we don't have an estimated time as to when this issue will be resolved but the Network Operations Team are doing their best to resolved this issue - understood Informed the resident that he has a ticket that has been escalated to the level 2 support and once there is an update regarding the outage, she will be provided an automated call - understood ----------------------------------------------------------------------------- *REGISTRATION-DEVICE OWNERSHIP* Probing: > How many devices are affected? > What's the make and model? > Initial MAC address: > Is Private Wi-Fi turned OFF or ON? > Correct MAC Address: TROUBLESHOOTING: > removed device and MAC Address on the old account > added the device and MAC Address on the correct account Resolution: > Resolved by registering the MAC Address of the device on the correct account ----------------------------------------------------------------------------- *REGISTRATION - ADD NEW DEVICE** PROBING: > What's the make and model? > Initial MAC address: Troubleshooting Steps: > adv resident need to register the new device to get internet connection > provided link myaccount.pavlovmedia.com or register.pavlovmedia.net if cx is using the same device that needs to be registered > adv resident to add the new device on MyAccount using an already registered device > resident did, tested resolution, still not working > adv resident to turn OFF Private Wi-Fi > adv resident keep private Wi-Fi OFF when in the property to make sure only correct MAC Address will reflect > added correct MAC address on MyAccount, tested resolution, still not working > adv resident to restart device > adv resident to forget and reconnect the network > internet is now working ----------------------------------------------------------------------------- *REGISTRATION - NEW USER** Probing: > Is this the first time registering? > Make and Model of the device? Troubleshooting Steps: > register.pavlovmedia.net (new user) > put Account Information, Contact Information, Tenant's Information, Confirmation page, Connection Check, both should be in green > Can continue to internet or Navigate MyAccount Resolution: > provided steps to register the device > advised resident that MyAccount can be used for future reference by using the same email address and password ----------------------------------------------------------------------------- *MAC RANDOMIZATION* > If the 2nd caharacter is 2, 6, A, E, it's most likely randomized Probing: > What kind of error message? > When did the issue started to happen? > How many devices are affected? > Device make and model? > initial MAC address: > Correct MAC Address: > Is Private Wi-Fi turned OFF or ON? Troubleshooting Steps: > adv resident need to turn OFF Private Wi-Fi to make sure the correct MAC Address is registered Resolutions: > updated the MAC Address on MyAccount > test resolution, all good > adv resident keep Private Wi-Fi OFF when in the unit to make sure MAC Address won't change ----------------------------------------------------------------------------- *FORGOT WI-FI PASSWORD* Probing: > Which password? MyAccount or Wi-Fi Password? Resolutions: > adv resident the Wi-Fi password can be accessed on MyAccount (DPSK Management) > Provided steps to login to MyAccount ----------------------------------------------------------------------------- *NO INTERNET CONNECTION* Probing: > What kind of error message? > When did the issue started to happen? > How many devices are affected? > Device make and model? Troubleshooting steps: > Checked Outage > Frequency is 2.4GHZ or 5GHZ > Device Limit - if Registration is Enabled > MAC Address > MAC Randomization > Reset Connection (Mimic Mode) - Remove and re-add device > Restarted Device > Transfer to Tier 2 if issue persist Resolution: > Made sure cx is connected to 5GHz > done physical troubleshooting > tested resolution, issue resolved -------------------------------------------------------------------- *SLOW / INTERMITTENT CONNECTION* Probing: > What kind of error message? > When did the issue started to happen? > How many devices are affected? > Device make and model? Troubleshooting steps: > Frequency > Forget 2.4GHz and connect to 5GHz > If already connected to 5GHz, turn OFF Wi-Fi and reconnect > Restart Device - 3 SECS > Transfer to Tier 2 if issue persist Resolution: > Made sure cx is connected to 5GHz > done physical troubleshooting > tested resolution, issue resolved ----------------------------------------------------------------------------- *CLIENT ISOLATION* > Odoo > View Solved Ticket > Click FSM Location > General Notes > > In general, the checkbox for Registration should be authoritative over the data notes. >If a properties notes say Client Isolation is disabled, that should be taken as truth. > DPSK Location don't have Client Isolation > EZGO if IoT can connect to the network and will include "Client isolation is disabled" Probing: > Make and model of device: > Trying to connect wirelessly? Resolution: > adv resident the importance of client isolation > adv cx best to use the remote or ethernet cable to use the IoT device > I now understand why you were having trouble connecting to your *printer. It's due to our backend security measures designed to prevent your device from communicating with other devices. We hope you understand that this security framework is engineered to shield your devices from potential threats posed by external devices, including those of your neighbors. However, a side effect of this is that it also restricts communication between your own devices. Pet Reader ---------------------------------------------------------------------- **CALIX - Wi-Fi Password** Probing: > Wired or Wireless? > Is there a router in between or are you directly connected to the wall jack? > Make and Model of Router? Resolution: > Router MAC Address should be registered on MyAccount if Registration is Enabled in the Area > if cx don't know CALIX Password - Can be seen under & infront of the router (sticker). > FSAN/SSID - It is where they can locate the password for the router. ---------------------------------------------------------------------- **No Internet Connection (Wired) - Personal Router Issue** - can't connect to internet using cable to walll jack **CALIX - Connected but Can't Browse** - router is working but cannot use the internet Probing: - Wired or Wireless? - Are you using a router or direct wall jack on the property? - Make and model of Router? (Compatibility) - One device or multiple devices? - Error Message? - When did the issue begin? - Tried accessing different websites? - Specific location or everywhere? - IP Address? - If IP Address doesn't start with 169.254, cx need to ensure DHCP is turned ON or in automatic > Troubleshooting Steps: - Unplug and re-plug the cable - Switch both ends - Try another ethernet Cable - Try different wall jack - condition of wall jack - Check the lights on the router if it's stable or blinking - Power cycle the router if the LED is red and blinking - If issue persist, guide cx for factory reset and do initial setup again - If issue persist, transfer to Tier 2 > Resolution: - done physical troubleshooting - tested resolution, issue resolved ----------------------------------------------------------------------- **Video Troubleshooting** Probing: > TV Registration: > TV Make and Model? > All Channels or few channels (ask for specific channel numbers)? > Is the internet working? > All TV or specific TV? > Location of the TV for wall jack issue? Troubleshooting Steps (DISH): > Check if TV Settings is in Cable and not Dialog > Cables are properly plugged in > Checked if there's any physical damage on the wall jack and the cables > Unplug and re-plug the cable, not working > Tried to unscrew and rescrew the cable and switched both ends, issue persist > provided steps to scan the cable Resolution (DISH): > verified that the TV is set to cable, CATV or similar > done physical troubleshooting > done scan channel, issue resolved > Transfer to Tier 2 if issue persist -------- Troubleshooting Steps (DirectTV): > Physical Connection Checked - Cables > Checked if there's any physical damage on the wall jack and the cables > Power cycle the receiver (top-box) for 30secs by unplugging and replugging > Transfer to Tier 2 if issue persist Resolution (DirectTV): > done physical troubleshooting > done TS on the receiver, issue resolved > Transfer to Tier 2 if issue persisrt ---------------------------------------------------------------------- **VoIP Troubleshooting** - data and phone should be supported - if internet not working, do TS for internet. If internet is working, collect info and connect to Phone Team Probing: > Is internet working? > When did your telephone services stop working? > Is there only one phone not working, or all the phones not working? > Do you get a dial tone? > Can you make calls? > Can you receive calls? Troubleshooting Steps: > Unplug and re-plug the cable at the back of VoIP. Pull the LAN cable Resolution: > Internet is working > transferred to Phone Team within operation hours ---------------------------------------------------------------------- **FTTH SIGN-UP** Probing: > Is this the first time you signed up for a Pavlov Media service? > Have you tried signing up using the web singup page? Troubleshooting Steps: > checked address if seviceable: Y/N > adv cx to sign up under signup.pavlovmedia.com > adv cx choose the best package for them. Input the details for Account Creation. Next page is Billing Info for Card Information. Confirmation page for Terms and Conditions. > Pull-up Contact ID in Odoo and open the ticket and change the Helpdesk tagging and log a note Resolution: > done for sign-up > Transferred to Scheduling Team for Installation Schedule For transfers: > Name of the call receiver: ---------------------------------------------------------------------- **FTTH - TROUBLESHOOTING** Probing: > Which Wi-Fi network are you currently connected to? > What's the error message when connecting? Troubleshooting Steps: > Check Outage > Check IP Address if correct > Turn OFF the VPN > Frequency > Unplug and re-plug of cable > Physical damage on the cable > switching both ends > try spare ethernet cable > LED lights > Forget Network and re-connect > Power cycle the router Resolution: > Done Physical Troubleshooting > Resolved ------------------------------ **FTTH - FORGOT WI-FI PASSWORD** > Check make and model of the router if it's new or old version Probing: > Which password are you referring to? MyAccount or Wi-Fi Password? > When you tried to connect to your Wi-Fi, are you getting an error message? Troubleshooting: > Check MyAccount Wi-Fi Settings "Network Name & Password" > Walkthrough the customer > Ethernet Router - Command IQ Scan for QR Code for newer devices in case cx forgot password > Old devices can use MyAccount Resolution: > assisted customer to retrive the password and update it ---------------------------------------------------------------------- **CUSTOMER SERVICE** BILLING INQUIRY Probing: > Are you trying to update the current card on the account? > If yes, walkthrough the customer with card update via MyAccount > If not, ask what is the exact billing concern and transfer to CSR if solely want to update card info but not want SSO and transfer to Finance Team for other Billing concerns, Steps: > done walkthrough with card update on MyAccount > Transferred to CSR (Card update) > Transferred to Finance Team (Billing Concern) INQUIRY FOR FTTH SERVICE - Thank you for reaching out with your questions about our service. Your interest in understanding the service better is appreciated. I'm here to assist you in finding answers with your queries today. RESCHEDULING - I understand that sometimes schedules can change unexpectedly. Just let me know what works best and we'll make the necessary arrangements to ensure a smooth installation porocess for you. Probing: > Are you done signing up on the website? > What's you preferred time and date of installation for resheduling? DAMAGE TO PROPERTY - Your concern is important and we take such matters seriously. Rest assured, we will investigate the issue thoroughly and take appropriate actions to address it. Please provide any additional details you hagve, and we'll work to resolve the situation promptly. Probing: > What's the exact location of the damaged property? > What was damaged? TRANSFER - I want to make sure our concern is resolved so I will partnetR with our Advanced Support Team. ---------------------------------------------------------------------- ---------------------------------------------------------------------- MDU Troubleshooting 1. Outage - no specific timeframe. Outage Spiel. 2. Wireless Overlay - MAC Randomization - Registration enabled, make sure Private Wi-Fi is OFF. Capture initial and permanent MAC Address 3. Wireless Overlay - Wi-Fi Password - Per property (ODOO-Data notes), Per unit (ODOO-Right side of service location - Log Notes) , Per User (MyAccount-DPSK Management) 4. Wireless Overlay - Can't connect to the Network, Connected but cannot browse, Slow and Intermittent Connection - Check Outage for No Internet, MAC or Password based. Switch the Frequency for slow or intermittent connection. Refresh connection in Mimic Mode if already connected to 5GHz. Restart device if issue persist. Forget network. 5. Wireless Overlay - Client Isolation - educate customer using spiel. 1. Wired - CALIX Password - For router password, edu cx that the password is in the stickers. Trsf to Tier to if stickers are peeled off 2.-3.No internet connection (Wired) - Personal Router Issue & CALIX - Connected but can't browse - - Check outage, wall jack to WAN port, check cables and switch ends, Light indicators, spare cable, reboot/replug the router, forget network and reconnect, hard reset the router and do inital setup again. ACC and NON-ACC 4. CALIX - Can't connect to SSID (Wi-Fi Name)- Power Cycle the router and the device 5. Router Questions - Compatibility and service queries myaccount.pavlovmedia.com My Account - Pavlov Media An account management tool for Pavlov Media subscribers & customers. register.pavlovmedia.net pavlovgo.com Registration | Pavlov Media An account registration tool for Pavlov Media customers. signup.pavlovmedia.com Registration | Pavlov Media An account registration tool for Pavlov Media customers. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> OUTAGE RESOLUTION LOG NOTES FOR FTTX - Informed the resident that there is an outage at their site and that we don't have an estimated time as to when this issue will be resolved but the Network Operations Team are doing their best to resolve this issue - Understood Informed the resident that he has a ticket that has been escalated to the level 2 support and once there is an update regarding the outage, she will be provided a call back - Understood >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> OUTAGE RESOLUTION LOG NOTES FOR MDU - Informed the resident that there is an outage at their site and that we don't have an estimated time as to when this issue will be resolved but the Network Operations Team are doing their best to resolve this issue - understood Informed the resident that he has a ticket that has been escalated to the level 2 support and once there is an update regarding the outage, she will be provided an automated call - understood >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> *OUTAGE* I have checked the property and I would like to inform you that our Network Operations Center has identified an issue affecting the (internet/cable) service at the property. The team is working on getting the issue fixed remotely. We do not have an estimated time of repair, but a ticket will be created for you. Please write it down for reference, and feel free to call us for updates. Here's the ticket number >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> FTTX POTENTIAL CUSTOMER SIGNUP TICKET #278838 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> LONG WAIT TIME It seems that our [ DEPARTMENT ] is still occupied and there's no available agent to transfer you over. If you would allow, I can move your ticket to their department so they can call you back instead within the next 24 hours rather than waiting on the line. How's that sound? It seems that our advanced technical support is currently engaged on a call, another option that we can do here is to request for them to call you back within the next 24 hours rather than waiting on the line, how's that sound? >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> LOG NOTES - TEMPLATES *SURVEY SPIEL* May I request for your participation in our brief customer satisfaction survey related to your experience today? It's just 4 simple questions and we would appreciate your feedback. I will transfer you to our automated customer satisfaction line. Thank you so much for your participation and for calling Pavlov Media. Please stay on the line as I transfer this call to our survey hotline. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> OTHER RESOLUTION-LOG NOTES We tried transferring the issue to tier 2 but no one was available at the moment . So customer agreed to be called back after 24 hours Move this ticket to tier 2 since issue persist and advice resident call back within 24hours. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> SIGN UP - LOG NOTES Problem: FTTx SignUp Details: is looking to activate a line with Pavlov Media Name of Caller: Service Location: Address: Call Back #: Email Address: Resolution: - Ticket Number: Name of Person Transferred to: none No need to create a ticket - Just Log note. Provide survey also. Check address to HOuston - Address search- After the call search for account of the customer. Then transfer to AMG for the installation. Within 24 hous for schedule. 278838 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> OPENING Spiel Thank you for calling Pavlov Media. My name is FAITH? How can I help you today? AER FOR SIGN UP I am more than happy to assist you sign up with pavlovmedia, to get started can i have your first and last name please? FOR NO INTERNET ISSUE I am sorry for the inconvenience that this has caused you. I understand that you're having issues connecting to your internet. Let me help identify what's causing it. Thank you for bringing this to our attention. I apologize that you are having an internet issue right now. I understand how important this for you, but no worries, I am more than happy to assist you and will do our best to resolve this for you. I understand. Let me take a look at your account to check details and determine the reason why you can’t connect to your printer. To begin, may I have your full name and your address? AUTHENTICATION Before we proceed can I have your Full name and Property Address? Full Name: Property/ Building Name: Address: Unit # Bldg # Email Address: Best call back number: PROBING QUESTIONS Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Can I have the make and model of the device your trying to connect? Can I have the MAC address? Let me know if you need help? Are you in residential or apartment complex? Is this your first time connecting to pavlov media internet? Which network are you trying to access? Any error message when you access a browser? How many devices are affected? Is your private wifi address on or off? Is this happening at a specific location or anywhere in the apartment? TROUBLESHOOTING Connect and reconnect to the network. Power cycle the device. Unplug and replug wan cable or ethernet from the walljack to the WAN port. Interchange the etherenet cable. RECAP Just a quick recap, (briefly discuss the issue and the resolution) Secure Customer Satisfaction Is there anything else I can assist you with? PROVIDE THE TICKET# *SURVEY SPIEL* May I request for your participation in our brief customer satisfaction survey related to your experience today? It's just 4 simple questions and we would appreciate your feedback. I will transfer you to our automated customer satisfaction line. Thank you so much for your participation and for calling Pavlov Media. Please stay on the line as I transfer this call to our survey hotline. CLOSING Spiel. Thank you for calling Pavlov Media! Have a great day! >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> https://tccpro.net/gettcc/wp-content/uploads/2021/10/Calix-CommandIQ-Complete-User-Guide-NEW.pdf PM Waterfall https://startek.sharepoint.com/:x:/r/sites/Pavlov/KnowledgeBase/_layouts/15/doc2.aspx?sourcedoc=%7B78db55ae-efc0-4bc7-8549-1c5bda6361ce%7D&action=view&activeCell=%27FTTH%20No%20Internet%20Connection%27!B10&wdinitialsession=6f39f0a3-774e-d5a5-c6ed-738b83830bf2&wdrldsc=7&wdrldc=1&wdrldr=AccessTokenExpiredWarningGatekeeperCookieMismatch%2C >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> HOUSTON https://houston.pavlovmedia.net/#/widgets/user-search-diagnostics >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> ODOO https://erp.pavlovmedia.com/web#action=2866&model=helpdesk.team&view_type=kanban&cids=1&menu_id=1782 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> CALL TRACKER https://lists.startek.com/srt/Pav_me/t1_checklist_abay/new https://lists.startek.com/srt/Pav_me/Tracker/new >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> 380548 380538/ 380177 380523 380573 380951 380971 381006 #379890 - damage to property 381025 - from chat. 278838- Potential Customer #381169- Password Issue 381232- 381617- Issue I have the power outage this morning flasing red. Name of Caller: Landon Webb Service Location: TXLA616NEDADR Address: 616 New Dawn dr. Lavon Texas 75166 MDU Unit #: MDU Building #: Call back number: 9188146246 Email Address: landonwebb@cox.net Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Morning Is this your first time calling pavlov? Yes What network are you trying to connect? Is it WIRED or WIRELESS?Both How many Ddvice affected? Trouble Shooting (List steps in bullet point form): Tried to unplug and replug. Have you also restart The router is not Have restrated the router. Make Router - Giga spire Blast ONU MAC - b8 94 7d 70 7c 9f1. Resolution: Transfer to Tier 2 since the issue persist. Recap: N Survey: N Name of Person Transferred to: Mitch Ticket # #381631 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> How to find MAC address on smart TV Select Contact & Support → System Information → MAC Address (Wired)/MAC Address (Wireless). >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Where do I find my router's IP address. If it's available, here's how to find your router's IP: 1. Open Settings. 2.Press “Network & Internet.” 3.Select “Wi-Fi.” 4.Tap the gear icon of your network connection. 5.Press “Advanced.” 6.If you're offered a choice between static and dynamic IPs, select “Static.” 7. The router's IP displays under “Gateway.” >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Transfer of Location =-check if also serviceable. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> myaccount.pavlovmedia.com My Account - Pavlov Media An account management tool for Pavlov Media subscribers & customers. register.pavlovmedia.net pavlovgo.com Registration | Pavlov Media An account registration tool for Pavlov Media customers. signup.pavlovmedia.com Registration | Pavlov Media An account registration tool for Pavlov Media customers. >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue I just found that my internet keep disconnecting. orange router RF1. Name of Caller: Yushen lui Service Location: ILCU5054TH] 505 S Fourth Address: 505 S 4th St. 210 Champaign IL MDU Unit #: MDU Building #: Call back number: 916) 907-4938 Email Address: willsonliu0102@gmail.com Checked Property Case: Y Checked Supported Elements in Infrastructure Tab: Y Registration Enabled: Y Myaccount Link Provided: N Link to Houston Account (Paste Link): N Key Questions Asked (Probe): What is the error message? Orange light blinking When did the issue begin? This just this after Is this your first time calling pavlov? 2nd time What network are you trying to connect? Is it WIRED or WIRELESS? RF1 IP 192: 168: 11 Trouble Shooting (List steps in bullet point form): N/A Checked for physical damage on the wall jack. Tried to un plug and replug the Ethernet cable still diid not work. Resolution: Recap: N Survey: N Name of Person Transferred to: Jason Ticket# 381269 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Issue Name of Caller: Address: Call back number: Email Address: Checked Property Case: Y/N Checked Supported Elements in Infrastructure Tab: Y/N Registration Enabled: Y /N Myaccount Link Provided: Y/N Link to Houston Account (Paste Link): Make and Model: MAC ADDRESS: Key Questions Asked (Probe): What is the error message? When did the issue begin? Is this your first time calling pavlov? What network are you trying to connect? Is it WIRED or WIRELESS? Trouble Shooting (List steps in bullet point form): Resolution: Recap: Y/N Survey: Y/N Name of Person Transferred to: Ticket # >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> PROVIDE THE TICKET# *SURVEY SPIEL* May I request for your participation in our brief customer satisfaction survey related to your experience today? It's just 4 simple questions and we would appreciate your feedback. I will transfer you to our automated customer satisfaction line. Thank you so much for your participation and for calling Pavlov Media. Please stay on the line as I transfer this call to our survey hotline. CLOSING Spiel. Thank you for calling Pavlov Media! Have a great day! >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> https://tccpro.net/gettcc/wp-content/uploads/2021/10/Calix-CommandIQ-Complete-User-Guide-NEW.pdf PM Waterfall https://startek.sharepoint.com/:x:/r/sites/Pavlov/KnowledgeBase/_layouts/15/doc2.aspx?sourcedoc=%7B78db55ae-efc0-4bc7-8549-1c5bda6361ce%7D&action=view&activeCell=%27FTTH%20No%20Internet%20Connection%27!B10&wdinitialsession=6f39f0a3-774e-d5a5-c6ed-738b83830bf2&wdrldsc=7&wdrldc=1&wdrldr=AccessTokenExpiredWarningGatekeeperCookieMismatch%2C >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> NOTES FOR COLD TRANSFER Cold Transferred to MDU NOC as per advised by leadership. Informed resident to provide ticket number to the next representative so they can review the progress and avoid repeating any steps. Moving this ticket to NOC. Today 3:04 palitan nalang yung NOC to AMG >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> COLD TRANSFER SPIEL NOC Tech: "Thank you for your patience while we worked on your issue. To ensure we provide the best possible resolution, we're escalating your case to our Level 2 Technical Support team. They have the specialized expertise needed to address your situation effectively. Please stay on the line to be connected to the next available representative. When you’re connected, provide them your ticket number (XXXXXX) so they can review the progress and avoid repeating any steps. We appreciate your understanding and cooperation." FTTxAMG: Sign Up Installation: "Thank you for choosing Pavlov Media for your internet service. To schedule your installation and get you started as soon as possible, I’ll transfer you to our customer service team. When you’re connected, provide them your ticket number (XXXXXX) so they can quickly review your details and assist you efficiently. We appreciate your patience and look forward to serving you." Damage to Property: "Thank you for providing the details of the incident. I’ll now connect you to our customer service team, who will investigate further and assist with resolving the matter. Please stay on the line and provide your ticket number (XXXXXX) to the next available representative so they can review the information and assist you efficiently. We appreciate your patience and understanding." Cancellation: "I've noted the details of your cancellation request. To assist you further, I'll transfer you to our customer service team, who will handle your request. Please stay on the line and provide your ticket number (XXXXXX) to the next available representative so they can review the information and assist you efficiently. We appreciate your patience and understanding." Billing Operations: During Weekdays "To ensure your billing inquiry is handled effectively, I’ll connect you with one of our billing specialists. Please note that you might be directed to voicemail if all representatives are currently assisting other customers. If that happens, kindly leave your name and a good phone number, and a specialist will return your call within 24-48 hours on business days. Thank you for your understanding and patience." Today >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>