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Verizon HSI Provisioning & Repair Overview February 16, 2010

Verizon HSI Provisioning & Repair Overview February 16, 2010. G. Lesniak T. Dudley. New HSI Installation (West). PROCESS. Sales Rep. Provisioning. Service Ready Date. Customer. SYSTEM. COFEE (POTS) SSP GUI (HSI) Remedy VIBE RETAIN AMT VZ Insight. VDI SSP WF BAAIS NOCV AAIS.

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Verizon HSI Provisioning & Repair Overview February 16, 2010

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  1. Verizon HSI Provisioning & Repair Overview February 16, 2010 G. Lesniak T. Dudley

  2. New HSI Installation (West) PROCESS Sales Rep Provisioning. Service Ready Date Customer SYSTEM COFEE (POTS) SSP GUI (HSI) Remedy VIBE RETAIN AMT VZ Insight VDI SSP WF BAAIS NOCV AAIS NXTT Auto-Dialer Get Connected *Registration ACT ION Service Request: HSI Bundled Services Peripherals i.e., VISS Loop Qualification Product/Pkg. Clarification Credit Verification Order Entry CPE Fulfillment Order Recap Touch-Point Initiation Fallout Management Assignment Correction SRD Management Pre-SRD Testing Completion Confirmation Network Authentication

  3. HSI Repair - Frontline PROCESS Technical Support Agent MCO Agent DRC / ILEC I&M Customer SYSTEM VDI NXTT BAAIS NOCV AAIS AWAS Netway VRDS vRepair Auto-Dialer SSP GUI NXTT Whiteboard VSC NotesMaker Remedy Netway VDI AWAS VRepair vMobile ACT ION Call Type (Voice Portal): Order Status / Care Installation Support Repair / Technical Issue Trouble Ticket Status CPE / Peripheral Support Portal Support Troubleshoot Triage Isolation CPE / Peripheral Assist Outage Communication Supervisory Escalation Dispatch Referral Network Testing Outage communication Dispatch Coordination CO Dispatch (DI) Premise Dispatch (DO) NID Maintenance Inside Wire / Jack Premise Testing

  4. HSI Repair – Expert /Premium Tech Support PROCESS Technical Support Agent Expert Care Agent Customer SYSTEM COFEE SSP VASIP GUI NetSuite* Arbor SSP GUI NXTT Whiteboard VSC NotesMaker Remedy Netway VDI ACT ION Call Type: “OoB” Support Request* Premium Tech Support Device Protection Plan VAS Support PTS Offer / Referral Virus / Spyware Removal VISS Support Hardware Support 3rd Party Software OS Setup CPE/ Router Setup Local Networking

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