Push it through...

Originally Posted by ivwshane

Thanks for the info.

I really wish cingular would communicate this kind of stuff to it's reps as well as how other departments work and what those departments are and are not capable of.

As a rep I also wish I had access to this kind of customer information, that way I would know right away what's going on.

Originally Posted by anubis9278

wait, wait, wait

seriously you guys at COR didn't know how the "switch" works?

must be an indirect channel thing. they make sure indirects dont call or keep changing sims when the switch is for a better word f.u.

Originally Posted by ivwshane

We know how it works, we just don't have access to why it's not working currently.

Originally Posted by ivwshane

Thanks for the info.

I really wish cingular would communicate this kind of stuff to it's reps as well as how other departments work and what those departments are and are not capable of.

As a rep I also wish I had access to this kind of customer information, that way I would know right away what's going on.

Originally Posted by Lambert

COR reps do through a program called OPUS. Maybe agents have something similar?

Originally Posted by ivwshane

I'm a cor rep, where in opus is this information found?






Maybe I really do need to go to opus training

Originally Posted by ADock

I love it in Tech when I get calls from reps and agents going "Yeah, its taking forever for this activation/feature change, can you push it through". And while they wasted their time calling in, it completed on its own.

Then im like, "Ok, good to go, looks like it completed". "OH YOU ARE AWSOME, THANKS"

I might be part of the problem though, come to think about it, with the "Push it through" thing..........

Originally Posted by MTN DRMZ

I wish I had a magic button.

Originally Posted by MTN DRMZ

Question for all those care reps out there...

So the other day I had a customer come in and switch from post-paid to pre-paid. Well, I activated the pre-paid with a new sim and when I turned the phone on, it said 'SIM registration failed'. Well, me being the dumb COR rep that I am and not knowing any better I went through 3 more sim cards... OPUS never once said there was an error, it went through perfectly until I turned the phone on. Every time it came with that error.

So I called care. The rep that I talked to asked me to power cycle the phone a couple of times and after that did not work, she said that she would push it through to the phone again. Whatever she did worked because the next time I power cycled the phone it worked perfectly.

What did she do that time that made it go through? Was that a switch problem, or something else?

I wish I had a magic button.

Originally Posted by AFamily

Haha, what was that rep's name? She's probably the one who started the whole "push it through" craze! I can think of a few things she might have done, actually I can pretty much say that none of them changed anything.

1) Resending OTA..ota is the first message they get when the sim card is first registered. A lot of reps think that resending this will make the customer's phone connect somehow when mostly all it actually does is send them the '1-key' progamming on their phone for VM. :-/ It still doesn't stop them from doing it, hehe.

2) Resending IRDB...same with the OTA a lot of reps think this will solve the problem but it doesn't really. All this does is send a roaming profile/update a file on their sim card that pretty much tells them what set of towers to connect to and in which order when they turn on their phone.

3) Send a push...there's a program we have where you can put in their # and click on 'Send push'. All this does is send them an IRDB (see #2).

My guess is she chose option 3 because it is the most fun Honestly, though, she probably didn't do anything. Once that sim change has been processed it's all autopilot from there...she might have been watching the switch and once she saw that it processed had you power cycle...

Or maybe she does have an easy button! I'm jealous...

Originally Posted by AFamily

Haha, what was that rep's name? She's probably the one who started the whole "push it through" craze! I can think of a few things she might have done, actually I can pretty much say that none of them changed anything.

1) Resending OTA..ota is the first message they get when the sim card is first registered. A lot of reps think that resending this will make the customer's phone connect somehow when mostly all it actually does is send them the '1-key' progamming on their phone for VM. :-/ It still doesn't stop them from doing it, hehe.

2) Resending IRDB...same with the OTA a lot of reps think this will solve the problem but it doesn't really. All this does is send a roaming profile/update a file on their sim card that pretty much tells them what set of towers to connect to and in which order when they turn on their phone.

3) Send a push...there's a program we have where you can put in their # and click on 'Send push'. All this does is send them an IRDB (see #2).

My guess is she chose option 3 because it is the most fun Honestly, though, she probably didn't do anything. Once that sim change has been processed it's all autopilot from there...she might have been watching the switch and once she saw that it processed had you power cycle...

Or maybe she does have an easy button! I'm jealous...

Originally Posted by ivwshane

I'm a cor rep, where in opus is this information found?






Maybe I really do need to go to opus training

Originally Posted by SoCal91302

Once in the account, there is a link that says "network status". You can train yourself in learning services. That is how I learned Telegence, OPUS was pretty straight forward.