ICOMS CODE

ICOMS System Navigation Guide & Quick Reference

Core Account & Personal Information

• CM (Customer Maintenance) — View customer personal information.
• 16/DE (Customer Demographic Information) — View customer date of birth.
• TN (Customer Telephones) — Identify and manage customer telephone numbers.
• EM (Email Maintenance) — Manage email preferences (P for Primary, A for Alternative).
• NC (No Contact Customer Maintenance) — Handle customer no-contact flags.
• CV (Customer Communication View) — View history of customer communications.

Billing, Payments & Contracts

• 57 (Customer Ledger) — Display monthly rate, current bill, and current/previous billing details.
• MC (Monthly Charge Summary) — Quick screen to check the customer's monthly rate.
• BE (Bill Emulation) — Preview future bills (put 5 to view itemized breakdowns; use for changes, upgrades, and add-ons).
• PS (Payment Summary) — Summarize customer payments and payment methods.
• MP (Customer Method of Payment) — View payment methods (Purple indicates Direct Debit is active; put 2 to view).
• 2 (Edit Pending Payments By Customer) — View scheduled bill due dates and pending payments.
• CR (Credit Limit and Shadow Limit) — Check account credit limits.
• EB (E-Billing Customer Maintenance) — Check e-billing enrollment and eligibility (E-billing costs 1.75 Pounds).
• CB (Bill Day Change) — Modify the billing date (allows a maximum of 2 changes to the bill date).
• CT (Display Account Contract) — View contract history, including past, new, current, ending, and future contracts.
• IR (Price Rise Summary) — Check if the customer is affected by price rises.

Services, Equipment & Maintenance

• HM (House Maintenance) — General house maintenance and customer services overview.
• SS (Serviceable Status) — Display selections, welcome letters, work orders, and monthly charge summaries.
• VS (Customer Services) — Check status (AC Active, DI Disconnected, PI Pending Installment, PD Pending Disconnections).
• EQ (Customer Equipment Maintenance) — Identify what equipment the customer has to determine maintenance needs.
• CG (Work with Account Equipment Charges) — View unreturned equipment and corresponding charges (V6 Box and up: 95 Pounds; Hub 3 and up: 40 Pounds).
• WC (Welcome Letters Customer Contact Files) — Handle alternative delivery (requires account holder name, line 1 house address, and line 2 house address).
• WO (Customer Work Order Display Selection) — View work order types: 1 for types, CP (Completed), FB (Future Star / Future Bill), ND (Not Done), CN (Cancelled).
• LS (Loss of Service) — Compute allocated credits for TV connection issues (requires customer to have raised a concern).
• CE (Work with Account Events) — Track customer deliveries (status options: declined, yes, received).

Adjustments & Credits

• RK (Automated Credits Maintenance) — Apply rolling credits for compensation.

• AS (Credit Adjustment) — Apply one-time credits.

• Allowance Limits: TM Allowance: 200 Pounds; Agent: 60 Pounds per account.

• CQ (Virgin Media Cheque Refund) — Process customer refunds.

Specific Service Codes

• 37 — Broadband
• 36 — TV
• 38 — Landline (LL)
• F4 — Shortcut (put your cursor on CM)

Key Workflows & Shortcuts

Most Important Codes for Pre/Post Selling HM · SS · VS · 57 · WO · BE · CR

Order Entry Navigation Sequence CS $\rightarrow$ ENTER $\rightarrow$ ORDER TYPE $\rightarrow$ ENTER $\rightarrow$ ENTER $\rightarrow$ QS $\rightarrow$ SALE TYPE 02 $\rightarrow$ SALE REASON HE