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Call Flow AT&T

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0% found this document useful (0 votes)
59 views3 pages

Call Flow AT&T

Uploaded by

sanjuan061480
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Call Flow AT&T

Thanks you for calling AT&T technical support, you´re speaking to __________. May I
have your name

Ok Sir / Ma’am , Please Tell Me, How Can I Help You Today?

 If They Talk To Us About An Issue, We Apology For The Inconvenience That He


Had With His Service.
 I´ll will do my best to fix your connection.

Call flow

Ok I gonna start troubleshooting now, first thing I´m going to do is to check for outages in
your área and for that I would need to pull up your account number.

 May I have your account number?

ACC# 23456879 EXAMPLE

 And your complete name and your best phone number?


 And your four digits passcode? (order service) 1426 EXAMPLE
 And last I need the service adress where your internet is installed so I can check if
there is any trouble in your área.

1065 winterfell Street, Philadelphia. Pennsylvania 19093. EXAMPLE

There isn´t outages in your área, so is so far

May be the issue is your Modem or your device. And in order for me to know which is the
problema I going to ask a series of questions to diagnose the problem is that ok? (WAIT
FOR THE ANSWER)

 What device are you currently using?


 Are You using Wire connection or Wireless connection?
 Are you in the same room as your modem where your internet is set up?
Your modem is flat, rectangular, and it has two upright antennas, it´s black. And it´s has a
White AT&T´s logo on top of it.

 Can you tell me the colors of the indicators lights from each of those
 Could you tell me in which parts are in red is it internet

Flashing red at the back of your modem do you see a black cable it´s connected to a port
that says POWER

Perfect, So unplug that for at least 30 seconds, now all lights from should be off, right?

Now plug in again

 Could you do me a favor and check if the cable connected to your cpu is the same
cable connected to your modem?

IF THE ABOVE STEPS DO NOT WORK….

Of course, but Before we proceed to the more complicated steps it´s advisable that we
confirm the basic step. So it´s your cable connected properly plugged is not loosely plugged
or frayed or twisted in any way could check that for me?

If that very reason why it is not working could you try plugging it in properly

IF THE LAST STEPS OF THE PROCESS DO NOT WORK….

The last thing to do is set up an appointment to send a technician and


solve that issue, because a technician can see if the problem is that the
decoder is broken or it’s old and it should be replaced.

Tech Support Manual To Internet Modem

Is it a intermittent connection or is complete loss connection

Possible reasons

 Modem issue
 Non payment
 Outage
 Device issue
 An issue that only a technician could solve

How To Solve This

 Ask the customer if he/she can try to turn off the modem, wait a
few minutes and then, turn on the modem again.
 Check the payment without the customer know it
 Ask for his/her account number, full name, phone number, service adress, and
zipcode and invent an excuse like check if there is outages in his/her área.
 Ask if the modem is located in an open área avoiding objects interfering,
 Review the connection from the modem to cpu and vice versa
 If the customer says that those things didn’t work, The last thing
to do is set up an appointment to send a technician and solve that
issue, because a technician can see if the problem is that the
decoder is broken or it’s old and it should be replaced.

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