Outage Board

The only time you should tell the customer there is an outage is if you confirm the outage.

• True

• False

There are times when our customers may be affected by an outage while their neighbor's service is working without issue.

• True

• False

Where can I find the customer node information in Remedy?

• CTS ID

  
  

• In the billing snapshot section within the field called “Census” 

  
  

• The node information in the field called “Node”

  
  

If you suspect the customer is part of an un-posted outage, what should you do? 

• Follow standard troubleshooting procedures, including re-checking the Outage Board at the end of the call. 

  
  

• End the call 

  
  

• Make up an outage in the area

  
  

Where can you click to bring up the full description of the outage?

• CTS ID

  
  

• Node

  
  

• Census

What does it mean if you see that one of the status icons in the Optimum Services widget is Red? 

• • Twenty percent of the devices on the node are offline  

  
  

• • There may be an outage or a known issue

  
  

• • No outages or known issues

  
  

You can schedule an automatic Call Back to let a customer know when an outage has been resolved by...

• Scheduling a Work Order in IDA.

  
  

• Going to BOOST to update their Optimum ID.

  
  

• Right-clicking on Outage Board at the top left of DART and following the appropriate prompts.

  
  

• Telling the customer to go to Optimum.net(opens in a new tab) and signing up for it themselves.