mphmemojobs


http://eis.alorica.com/FormsLoginRedirection/Login usu: 5177936  Pass: Herbalife24$
oracle id: 5177936

Formulario para llamadas de ESN Change.

Formulario de Issue


GC 
28142383 - Ce3RzcHD


 CAT #703
Espectrum:    https://spectrum.alorica.com/kiosk/   usu: MxPerez08  Pass: Herbalife24
Numeros Importantes
Metropcs 1-888-863-8768 1-888-8METRO8 * 611 Assurant 1-800-316-2075 Frío WNP 31062 Marcación rápida 2 Frío Reembolso 1-800-999-6389 7 am- 7pm = Frío CAT # 703 8 am-8am=Cálido Línea de mentores de Panamá Español # 702 Cálido Inglés # 705 cálido Supervisor # 705 Cálido Línea inglesa 52730 918888638768 Línea española 52731

~ ~╔─╦─╗~ ~ ~ ~ ~ ~╔─╦─╗ → →╔─╦─╗
NPS╠ √ ╣♠ RELEASE ♪╠ √ ╣7DAY╠ √ ╣
~ ~╚─╩─╝~ ~ ~ ~ ~ ~╚─╩─╝ → →╚─╩─╝
Caller: 
MDN: 
Account Name: 
Reason for Calling: 




issue calling to Mexico
-cx cant call to mexico
-adv cx the rigth way to dial to Mexico now is  011 + 52 + phone number
-no change on the account


 esn change
-adv cx it has a due imediatly $20.00 plus Tax
-educate cx it can be done without charges just dialing *228 or through  Web page www.metrobyt-mobile.com  
-cx agree

esn change
-Advised if they have insurance they won't be able to process the claim once the change is made.
-adv cx of due immediately fee $20.00 plus tax.
-cx tried to make it trough IVR/MyAccount but could not finish
-Unlocked BYOD
-Advised to power cycle the phone.
-Test call successful.
-Advised of provisioning.
-Advised of change text message
-Advised it may take up to 30 minutes for provisioning. 
-Waived the activation fee 
***process payment***
-Processed payment
-adv of the confirmation number 123478596.




claim insurance
-provide cx IMEI, Activation date, deductible amount  and insurance phone number.
-adv cx to call back with the new device to make the device change.


Cancel AutoPay
-Advised since they are cancelling AutoPay they will need to remember to make their payment each month.
-Advised of MRC and due date
-Advised of change text message


Reset (VM) password
-Advised temporary password will be the last 4 of MDN.
-Advised they can also reset the password using the MyMetro App as well.
-Advised they can reset their password by dialing #793# from their phone.


Update Caller ID
-Changed Caller ID for subscriber.
-Advised it may take up to 72 hrs for Caller ID to change.
-Advised of Change text message

Unhotline
-Offered change BCR 
-Advised this will temporarily restore services for up to 72 hours for TALK & TEXT ONLY, NO DATA
-Advised of 30 minutes for provisioning.
-Test call successful
-Advised of the MRC and the due date.

Unhotline
-Offered change BCR 
-Advised this will temporarily restore services for up to 72 hours for TALK & TEXT ONLY, NO DATA
-adv cx the account must be suspended first
-cx will call back when the account get suspended


Anonymous/Blind Payment
-Advised of the $3 service fee for payments
-Advised will receive confirmation number in a text message.

Process Payment
-Advised of $4 service fee
-Advised it can take up to 30 minutes for provisioning.
-Processed payment
-the confirmation number 123478596.
-Offered to save card as a payment method.
-Offered to set up Autopay.-Advised of MRC and due date
-Advised the customer their Amazon Prime benefits will start again within 2 hours.
-Test call successful-Advised about receiving their confirmation number in a text message.

Add a feature
-Advised on details of specific features.
-Educated on additional disclosures for MXNUNL feature.
-Advised that 5.00 payment is due immediately for added feature.
-Advised will receive confirmation in text/offer confirmation number x_
-Advised of the Next Month Bill 
-Advised of the New MRC 
-Advised of the Change text message

Call Detail
-Call Detail only displays outgoing calls, incoming show as “Incoming” and calls to VM, 911, 411, 611 show as “123”.
-Advised call log is for the previous 90 days.
-Advised of MRC $1.
-Call detail will display in up to 24 hours
-Advised of next month payment 
-Advised of MRC 
-Advised of change text message



BCR change
-Advised of $5 + tax fee.
-Advised Due Immediately charges will apply
-Advised that there will be prorated charges
-Advised of prorated charges on the account.
-Advised of their MRC, Due Date and Anniversary date
-Advised bucket usage of plan and add-on features will not reset or extend.
-Advised any data top ups will remain on MDN until the account's new Anniversary Date.
-Advised of New Anniversary Date  and Bill Due Date 
-Advised of Change text message
-Advised of Next Bill Due Amount 
-Advised of MRC 


Change Account Name
-Advised CID will update within 72 hours. Account Name is immediate.
-Advised of Change text message


Swap Device
-Advised it may take up to 30 minutes for provisioning. 
-Waived device change fee.
-Advised the call may drop during device swap.
-Advised the customer to power cycle the phones.
-Test call successful.
-Test call failed. Advised of up to 30 minutes of provisioning.
-Advised of new MRC  and of plan/feature changes.
-Advised of Next Month Bill  and plan/feature changes.
-Advised of Change text message
-Advised of provisioning.



Change rate plan
-Advised of Gain Amazon Prime
-Advised of loss of Amazon Prime
-Advised of features in the new plan 
-Advised of Data/ Hot Spot with the new plan 15GB
-Advised of promotional plan and that they may not be able to get it back once changed in the new plan.
-Advised of 30 minute provisioning.
-Advised of their current Data usage on the old plan. 
-Advised of any prorated charges.
-Advised of Next Month Bill
-Advised of change text message.
-Advised of the prorated charges
-Advise of new MRC 



Cancel Entire Account
-Advised they are paid up until (Anniversary Date) and recommended they wait until the end of the billing cycle to make changes. They will forfeit the balance on the account for the remaining days. No partial refunds or credits will be given per our terms and conditions.
-Transferred call to CAT.
-Advised loss of MDN.
-Advised PHP would be lost and would not be able to be reactivated on that device.
-Advised 1st month bill is due if services are reactivated.
-Advised of $20 plus tax activation fee.
-Advised if plan is promotional or grandfather it may be lost and not able to get it back.
-Advised paid up until (  ) and advised customer will lose services for the remaining days left on the account
-Advised there are no partial refunds given per terms and conditions.
-Advised their account has been canceled.




 Move subscriber to an existing account
-Advised the first months bill will be due immediately + 3 payment fee.
-Verified the customer is aware of the Terms and Conditions of service
-Advised customer they are paid up until (Anniversary Date ) and recommended they wait until the end of the billing cycle to make changes.
- No partial refunds or credits will be given per our terms and conditions.
-Advised loss of family plan or promotional plan for remaining lines.
-Advised of Due Immediately
-Advised of MRC and Due date
-Advised of change text message
-Advised of Due Immediately, new MRC, new Cycle Date and Payment Date
-Advised of Change text message
-Advised the Customer to make a test call on their device.
-Advised of 30 minute provisioning.



Move subscriber to a new account
-Advised not able to move a single line account to a new single line account.
-Advised of 30 minute provisioning.
-Verified customer is aware of the Terms and Conditions of service
-Advised first months bill will be due immediately + $3 payment fee.
-Advised loss of family plan.
-Advised of New Amount Due by with the account move
-Advised they are paid up until (Anniversary Date ) and recommended they wait until the end of the billing cycle to make changes..
- No partial refunds or credits will be given per our terms and conditions.
-Advised of New Anniversary Date and Bill Due Date
-Advised of MRC
-Advised of Due Immediately
-Advised of Change text message
-Advised to make a test call.




Change/Update SIM Card
-Advised of Next Month Bill .
-Advised of New MRC .
-Advised of 30 minute Provisioning.
-Advised of change text message



Enroll/Update AutoPay
-Advised that Auto pay will pull payment up to 2 days prior to due date.
-Advised if changes made today will create a due immediately amount, autopay will collect payment today.
-Advised changes to the account status may remove autopay.
-Advised to contact us if any changes are made to their credit card.
-Advised of MRC and due date



Cancel a line
-Advised of loss of MDN.
-Advised of $20 + tax reactivation fee and 1st month payment  is due immediately. 
-Advised if plan is promotional or grandfathered it may be lost and not able to get it back.
-Advised auto pay will be canceled for this line.
-Advised paid up until (  ) and advised customer will lose services for the remaining days left on the subscriber
-Advised there are no partial refunds given per terms and conditions.
-Advised of changes to the remaining lines .
-Advised of the new amount due 
-Advised of MRC and due date 
-Advised of change text message


Payment Refund
-Advise the refund has been sent for review, if the refund is approved, it will be sent to them.
-Advised of the Case ID number 282678092.
-Advised credit card refund may take up to 2 days for case resolution


Change MDN
-Advised of $15 + Tax Fee Due Immediately
-Advised loss of MDN
-Advised that phone numbers are recycled.
-Advised call may be disconnected.
-Advised Fee will need to be paid immediately to prevent service interruption.
-Advised the New phone number will be sent in a text message.
-Advised they can dial #686# to retrieve the new number.
-Test Call
-Advised of the $15 + Taxes+$3 payment fee due immediately for MDN change.
-Advised of Provisioning
-Advised VM Password will not change
-Advised of Change SMS
-Advised of Payment SMS




Change MDN
-Offered Scam Shield
-Advised loss of MDN
-Advised VM Password will not change
-Advised call may be disconnected.
-Advised the New phone number will be sent in a text message. 
-Advised they can dial #686# to retrieve the new number.
-Advised of Change text message
-Test Call 
-Advised of Provisioning



Create New Account
-Advised that first month bill, $20 activation fee and $4 payment processing fee plus taxes are due Immediately.
-Verified the customer is aware of the Terms and Conditions of service.
-Advised It may take up to 30 minutes for provisioning.
-Advised reactivation's are not eligible for PHP. 
-Advised PHP can be added up to seven days after the activation date.
-Advised of Payment date and Anniversary date
-Advised of MRC and Due Immediately 
-Advised of MDN 
-Advised their temporary VM password will be the last 4 digits of their new number.
-Advised to make a test call on their device.
-Advised they will receive a welcome SMS



Requested Suspension/Restore
-Advised still responsible for the MRC if line is suspended
-Advised of 30 minute provisioning.
-Advised their line has been suspended or restored.



Remove a feature
-Advised of 30 minute provisioning.
-feature removed
-Advised of loss of feature
-Advised of next month bill
-Advised of MRC .
-Advised of Change SMS.


Remove a feature Insurance PHP
-Adv cx once removed the PHP can't be added again
-Advised of 30 minute provisioning.
-feature removed
-Advised of loss of feature
-Advised of next month bill
-Advised of MRC .
-Advised of Change SMS.


Add a new line
-Advised that first month bill, $20 activation fee and $4 payment processing fee plus taxes are due Immediately. 
-Advised Due Immediately
-Advised of the Anniversary Date and Due date .
-Process payment +$4 payment processing fee.
-Advised to make a test call on their device.
-Test call sucessful
-Enter New MRC .
-Advised of the Next Bill Due Date and Amount .
-Advised of Change SMS.
-Advised of 30 minutes for Provisioning.


Data Troubleshooting
-Customer has power cycled the phone recently
-Customer is Speaking on the Device
-Verify the customer is in Metro by T-Mobile coverage area.
-View Data Meter.
-WiFi off, Data On
-Reset device APN to default
-Reset Network Settings
-Provide a Network Device Refresh
-Adv cx the VM will be erased and the new pass is the last 4 number of the phone
-adv cx to power cycle the phone
-Adv of provisioning


unlock decive
-OK to unlock. Handset has been active for at least 180 days. (181)
-adv cx to make a backup
-adv cx to make a factory reset
-adv cx to insert the new SIM


unlock decive
-OK to unlock. Handset has been active for at least 180 days. (181)
-adc cx to connect to Wifi
-Unlocked phone through unlock tool
-Unlocked Device Through Unlock App
-adv cx to powercycle the phone

unlock decive
-OK to unlock. Handset has been active for at least 180 days. (181)
-adv cx have to complete the rest f the day to be unlocked
-adv cx to call back when reach the total of days

billing question
-adv cx details of all current plans and features
-adv cx of current amount due and MRC
-adv cx of current due date and anniversary date


Links and Promo
-GoogleOne was offered and link was sent
-AMZPRM coupon was added and link was sent
-T-mobile Tuesday was offered

Reactivate a canceled line
-Advised of Payment date and Anniversary date 
-Advised first months payment and $20 + tax reactivation fee will be due immediately.
-Advised to make a test call.
-Advised of MRC and Due Immediately 
-Advised of 30 minute provisioning.


***Cambiar de Idioma el VM***
1. mantener presionado el #1
2. ingresar contrasena
3. press 4
5. press 7


*****cambio de plan****
Hola porfavor me ayudan para cambiar al plan 4X120 de una linea nro  123456789  a nombre de FULANO,  Override done

****agregar servicio***
Hola porfavor me ayudan para agregar el servicio


***Phone Unlock ESP***
MDN:
Account Number:
Customer Name:
PIN:
Email Address:
IMEI:
Phone Activation Date:
Error Message:

***ESP ticket Description troubleshooting***
-customer has no network connection cannot make calls or use any services at all

****correct balance***
Se usa cuando un cliente por error hace un pago a otra cuenta.  
-pedir al cliente en número de tarjeta para  buscar el pago (esto lo hace el supervisor) 
 -datos del pago(fecha, nro de cuenta y monto) 
-entonces se hace el -correct balance- y en la descripción  se ponen estos datos. 



***Adjustment RAD ***
-cx paid 3 days out of the due date, adjustment done by those days
-RAD/BCR by $13
-educate cx the cycle day is fixed and it dont move automaticly
-adv cx of MRC and due date



****SUP ***
-Porfavor ayuda para agregar un Servivio GlobalVoice Unlimited para  7348283703 HELIO DE ALMEIDA,  Override Done


Raport.
-como se estan portando los niños
- donde se encuentra
-como esta el clima
-como empieza la semana
-como se siente
-ya en casa descansando
-que tal su fin de semana.
-esta bravo el perro?
-yo estoy en panama
Compras en línea 1-877-603-3032 TMOBILE 1-877-453-1304 Tarjeta de llamadas 1-877-291-9783 Grupo de ayuda para distribuidores 800-373-2876 Dirección de pago enviada por correo "MetroPCS, INC. PO Box 5119 Carol Stream, IL 60197 "


Manufacturer - Fabricantes

Alcatel 1-855-368-0829 Apple 1-800-275-2273 Coolpad 1-877-606-5753 FOXX 1-855-585-3699 Google https://support.google.com/ HTC 1-866-449-8358 Huawei 1-888-548-2934 Kyocera 1-800-349-4478 LG 1-800-793-8896 Motorola 1-800-734-5870 Samsung 1-888-987-4357 Timex 1-888-727-2931




Link conectivity issue
https://forms.office.com/Pages/ResponsePage.aspx?id=VGiSrVzbrEGrX6TV4DEqdBsfZqXwi99EgBdrPw-qGRdUMTFYQU9PRTk3WjNQQ042OTdKVjE5VzM2QS4u

Connect app
https://connect.alorica.com/




oracle id: 5177936

ncogroup\moperez1

usu: MP005177936@alorica.com
pass: Alorica2020

IP: 170.8.66.221


AVAYA
6831899
28772

Windows
moperez1
Panama2121!


IP: temporal
170.8.66.20
10.205.10.60   nueva      10.205.10.26 ayer



EDGE
28142383
Freedom2121

metrocare
28142383
Usrsis0806$



8187241996
ipconfig /renew