CYK5-Tools

_______is a scheduling tool you will use when you are unable to schedule an appointment in either WFT or Siebel.

• Aelera

• SOEG

• CSR Admin Tool

• Universal Sync Tool

Use this AT&T web-enabled application to check customers’ provisioning status.

• Solution Sender.

• CSR Admin Tool.

• Aelera DADTool.

• SOEG

The is a web-enabled application that you use to process equipment orders, replacements, and returns.

• CPE Enabler.

• Solution Sender.

• Aelera DAD Tool.

• CPE AdminTool.

• CSR Admin Tool.

An optional monthly fee-based product that offers replacement of corded/ cordless phones, Caller ID units, and CPE equipment purchased from AT&T including modems, routers, and wireless gateways.

This definition defines :

• EMP

• AMC

• NAC

• GNAC

Use the COR Store Locator in to find the store that is nearest to the customer and provide the location information to the customer if a customer mentions they cannot wait for the shipment of the replacement CPE (modem/gateway).

• ATT Maps

• CSR Admin Tool

• Aelera DADTool.

• CPE AdminTool.

Use the Myatt CSR Admin tool when doing the following items in WFT: (select all that apply)

• Resetting a customer’s network password.

• Managing a customer’s sub-account, including suspending and deleting a sub-account.

• Using themirror feature tolog into the customer’s Myatt account.

• Communicating and providing trouble resolutions through online chat sessions.

• Resetting a customer’s account password.

DSL Customer Care agents can benefit from CPSOS by using it to:

• Check the customer’s data usage forthe month.

• Identify CanBe Reached(CBR)numberstocomplete customer verification.

• Verify the customer’s orderstatus in real time.

• Provide IP information to LFO Technicians and customers.

• Locate the Dry Loop account number for customers.

The tools that you will use when handling 9 state region calls include CSR Admin Tool and:

• CPE Enabler.

• ATT Maps

• SOEG

• Where’s My TechTool.

• CPE AdminTool.

It's an Instant Message tool that allows Subject Matter Experts (SMEs)in? different departments to communicate and provide trouble resolutions through online chat sessions. This definition defines:

• Smart Chat.

• CSR Admin Tool.

• CPSOS

• BroadbandTool.

You will consult this tool whenever directed by WFT or, when a customer expresses concern about how much data they are using or wants to know how to check their data usage.

• CSR Admin Tool

• CPSOS

• BroadbandTool

• CPE Enabler