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Service Query

Phone VAS Query

Scenario


  • Customer enquires about a phone feature or requests activation e.g. Caller ID, Voicemail, Silent Number, etc..

What to do


  1. Educate the customer of the corresponding charge for the requested feature.
  2. Get the clear agreement of the customer to the charge.
  3. Go to MyAccount if the customer is activating Caller ID, Voicemail, and Silent Number. Click on the phone service under the "MyServices" section in MyAccount then click on configure.
  4. If the customer is activating a feature that can't be activated via MyAccount, raise a ticket to provisioning.

Note: If the customer requests to activate caller ID, it is best you advise that it requires a touch tone phone to work.

GUIDES

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