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Verizon FiOS Provisioning February 19, 2010

Verizon FiOS Provisioning February 19, 2010. FiOS Installation. PROCESS. VZ.com Sales Rep Wholesale ISP. Provisioning. Service Ready Date. Customer. iVAPP WFA/DO AWAS BAAIS SOAC Switch eRC HNM SSP WF NOCV AAIS OLT EMS. SYSTEM. WFA/DO AWAS Auto-Dialer Registration

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Verizon FiOS Provisioning February 19, 2010

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  1. Verizon FiOS Provisioning February 19, 2010

  2. FiOS Installation PROCESS VZ.com Sales Rep Wholesale ISP Provisioning. Service Ready Date Customer iVAPP WFA/DO AWAS BAAIS SOAC Switch eRC HNM SSP WF NOCV AAIS OLT EMS SYSTEM WFA/DO AWAS Auto-Dialer Registration DELPHI REACT iView – LR *ISP – Gateway COG NOCV / NSOP *Billing System SSP COFEE VIBE VZ Insight ACT I ON Service Request: Order PPV Video Add-ons Expert Care Bundled Services Peripherals i.e., VISS Service Qualification Product/Pkg. Clarification Credit Verification Order Entry CPE Fulfillment Order Recap Touch-Point Initiation Fallout Management Assignment Correction Engineering Assignment Video Packages / Services Completion Confirmation Network Authentication

  3. Verizon Fiber Solution Center (FSC) February 19, 2010

  4. FSC Repair PROCESS Online Support Network Technician Offline Support Network Technician/ Customer Support Analyst Online Support Fiber Customer Support Analyst Customer SYSTEM iCAD STORC Whiteboard VSC AIMS LERG iVAPP iGO AAIS SSP CofEE Due Date Tool DTI Testing vRepair iCAD AAIS STORC LERG NOCV iVAPP iGO iVAPP Buddy AIMS Workbench SSP EMS NetwayAAIS Whiteboard DTI Testing vRepair iCAD AAIS STORC LERG NOCV iVAPP iGO iVAPP Buddy AIMS Workbench SSP EMS NetwayAAIS Whiteboard DTI Testing AMT In Home Agent ACT ION On-Site Field Tech Support Tier II Triage Network Testing Network Testing Service Order Fallout Outage Coordination Dispatch Referral Supervisory Escalation Support for Data, Video, & Voice Troubleshoot Provisioning CPE Isolation Assistance Customer Self Serve (Voice Portal): Order Status / Care Installation Support Repair / Technical Issue Trouble Ticket Status CPE / Peripheral Support Portal Support

  5. Verizon Enhanced Verizon Resolution Center (EVRC) February 19, 2010

  6. EVRC Repair PROCESS Customer Repair Advocate Offline Support Customer SYSTEM vRepair CAD AAIS STORC Retain Switch LERG NOCV AMT AIMS ECPS/Customer Profile Workbench AAIS VZInsight VMS WFA-DO AE CAD STORC NOCV NOCV/LD ECPS/Customer Profile Lec Retain Tool Vibe VZInsight AIMS LERG CR Job Aids AAIS CAD Reporting VMS WFA-DO ACT ION Network Testing Outage coordination Dispatch Referral Supervisory Escalation Tapping Customer Self Serve (Voice Portal): Order Status / Care Installation Support Repair / Technical Issue Trouble Ticket Status CPE / Peripheral Support Portal Support Troubleshooting Provisioning CPE Isolation Assistance

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