## ICOMS System Navigation Guide & Quick Reference

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### Core Account & Personal Information

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* **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

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* **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

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* **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

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* **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

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

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### Key Workflows & Shortcuts

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**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`