The purpose of this article is to give examples of the various scripts to use while speaking with Uverse customers

on support calls.

Opening and Closing Call Opening

Use the following to create a call opening:

Brand AT&T. Clearly state your name. Advise the customer which department they have reached. Verify the number being reported. Include an offer to help. Use the following approved Opening Scripts - Tier 1:

Thank you for choosing AT&T, This is [agent's name/ID] with U-verse Support. May I have the telephone number you are calling about today? [Pause for answer] How may I help you? Thank you for calling AT&T. You have reached U-verse Support. This is [agent's name/ID]. Would you please give me the telephone number associated with your account? [Pause for answer] How may I help you? Thanks for choosing AT&T. You have reached [agent's name/ID] in U-verse Support. Please provide me with the phone number you are calling about. [Pause for answer] Thank you, How may I help you? Use the following approved Opening Scripts - Tier 2:

Thank you for calling AT&T U-verse Tier 2 Support. My name is [agent's name], and my ID is [agent's ID]. May I have the billing account number or telephone number associated with the account you are calling about today? And with whom am I speaking? Can I have a good call back number just in case we are disconnected? May I also have your preferred e-mail address so I can make sure your account information is current? My goal is to ensure you are very satisfied and you may receive a survey to rate the service I provide today.

Call Closing

Use the following points to create a great closing:

Statement of goal. Verify Satisfied with Resolution. Verify Satisfied with Escalation. Tier 2 agents follow Escalation Process related to response. Show Appreciation for the customer. Brand AT&T. Use the following approved Closing Scripts - Tier 1:

Resolution: Mr./ Ms. [customer's name], it was my goal to ensure you were very satisfied with my service. I hope I have resolved your issue. Thank you for choosing AT&T. It was my goal to provide you with very satisfied service today. You will receive an e-mail asking you to rate my service. To make sure that you will receive this feedback e-mail, may I have your preferred e-mail address? [Pause for answer] We appreciate your feedback and value you as an AT&T customer. Thank you for choosing AT&T Escalation: Mr./ Ms. [customer's name], in order to ensure your issue is resolved and you are very satisfied, I need to get a specialist involved. [Follow transfer procedures.] Use the following approved Closing Scripts - Tier 2:

Empathy Statement: I will be happy to assist you with this and I do apologize for any inconvenience you may have been caused. Power Statement: I will be glad to assist you. I can help you with that. Closing Scripting: It was my goal to provide you with excellent service and to ensure you are very satisfied. We value you as an AT&T customer and hope you have an excellent day/evening! Thank you for calling U-Verse Tier II Technical Support. Assure Customer

The purpose of the Assure Customer phase is to assure the customer that you understand and own the issue. Your statement(s) in this phase must accomplish the following:

Express genuine, relevant empathy/apologies as needed.

Confirm understanding of the customer's issue (Restate). Assure the customer that you will be able to help them (Ownership). Inform customer what you are about to do and why. Ask permission to move forward. Convey respect. Use the following approved Assure Customer Scripts:

I understand, Mr./ Ms. [customer's name], we need to resolve [state the issue]. I just need to ask a few questions so we can resolve this. Is that okay? Mr./ Ms. [customer's name], I know how frustrating it is when your remote does not work. I just need to ask you a few questions so we can resolve the issue. Is that okay? Mr./ Ms. [customer's name], I know how frustrating it is when your TV is not working properly. I can certainly help. I just need to ask a few questions to determine the cause of your trouble. Is that okay with you? Upgrade Opportunities

Are you happy with the number of channels you have? There are a few Internet users in your home, are you satisfied with your Internet speed? For only a few dollars more, I can double your speed! Did you know that AT&T recently expanded our HD Channel Offerings? The cost difference in adding HD is only about $0.30 per day! Would you like to take advantage of this great opportunity today as well? Put It All Together - Sample Call Flow

Thank you for choosing AT&T, This is [agent's name] with U-verse Support. May I have the telephone number you are calling about today?

Locate the customer in Clarify: Click the Find Caller icon. Enter the telephone number provided into the CBR Phone search field. If the account can not be located, search for the caller using the name on the account: Select the Search menu. Click Account. Enter the caller's first and last name in the "Account Name" field. Click Search:

If the account is located, proceed with step two. If the account is not located, return to the "Find Caller" search field: Enter the first two letters of the customer's first and last name in the First Name and Last Name fields and the ZIP code in the Serv. Zip field. Click Search. Select the account from the list of search results. Note: If the agent cannot locate the account, refer to Clarify Search For A Customer for alternate search methods. Confirm the customer can be contacted at the number they provided in case the call is disconnected. Would this be a good call back number in case we get disconnected? Document the alternate number (e.g., cell phone, office phone, spouse cell phone) in the Clarify case. Click the Contact Information tab on the customer's Interaction Home page, and locate the "Alt Phone" field. How can I help you today?

Address the customer by their first name only when the customer requests to be addressed by their first name. Avoid the use of "sir" or "ma'am."

Assure the customer that you understand and own the problem:

Tier 1 - Mr./Mrs. [customer name], I know how frustrating it is when your remote does not work. I just need to ask you a few questions so we can resolve the issue. Is that okay?

Tier 2 - Mr./Mrs. [customer name], I am going to own this issue for you to ensure resolution today. (Using the verbiage on owning the issue will diffuse escalated customers and help your The AT&T Customer Rules! Feedback Tool (TACR!FT) score).

Follow with a suitable personal apology statement if or when the customer mentions poor service, technical difficulties, or bad experiences with AT&T:

CVoIP Trouble Shooting Requirements

When performing trouble shooting on Consumer Voice over Internet Protocol (CVoIP) customers, the customer must be clearly advised that it is likely they will be disconnected during the process.

Agents must obtain and discuss valid alternate CBR, such as a cell phone. Mr./Mrs. [customer's name], while we are working on restoring your telephone service, it is possible that the steps we are going to take will disconnect our call. To make sure that we can continue to work together on your issue until it is resolved, I need an alternate number like a cell phone where you can be reached right now, that way I can call you back immediately and we can pick up where we left off.

--------------------------------------------------------------------------------

Hold Process

Jump to: Agent-Initiated Holds | Customer-Initiated Holds

Agent-Initiated Holds

Agents should strive to only place a customer on hold when transferring to another department or when escalating to a manager or approved floor walker: Mr./Ms. [customer's name], in order to resolve this issue, I will need to engage (state the name of the department or person). May I place you on hold for two minutes? If the hold time is longer than two minutes, check back with the customer to explain they need to remain on hold for a little longer: Mr./Ms. [customer's name] Thank you for holding. I am continuing to work on your issue. It will be just a few more moments. I appreciate your patience. Would you continue to hold? Customer-Initiated Holds

When a customer asks to place the call on hold for personal reasons, agents should set expectation that they cannot hold indefinitely.

Mr./Mrs. [customer's name], I would be happy to hold. Unfortunately, in order to provide excellent service to all our customers, I am only able to hold for a few minutes. Does that work for you? - If no, provide the customer with the hours of operation (24/7) and politely recommend they call back at a more convenient time. If customer has time, provide them with the case number, telephone number, and options to select when calling, and use a Closing Script to end the call.

Mr./Ms. [customer's name], I am sorry this is not a good time for you. We are available to assist you 24 hours a day, seven days a week. Would it be better for you to call at a time that may be more convenient for you? I will provide you with information that will help us to service you more efficiently when you call. Do you have a pen and paper? If the customer accepts, hold for two minutes. Review recent account activity, pending dispatches and orders, and existing services.

--------------------------------------------------------------------------------

Transfer Tools

When escalating to another department, make sure to include these four items:

Make sure you use the transfer codes when available. The transfer code will send you or the customer to a routing system (after telephone number is inputted) to ensure the customer gets to the right agent. On warm transfers, the agent should input the telephone number into the routing system. Explain the reason for the transfer: Mr./Mrs. [customer's name] I want to make sure I get this issue resolved for you once and for all. The best way I can do this is to get you to a specialist who is specifically trained to help with the issue you are having. Introduce yourself to the receiving department, provide your user ID, obtain theirs and inform the agent of the account credentials the customer used for authentication: Hi, this is [your name], in Tier One Tech Support. May I please have your user ID for my notes? Thank You I am transferring [customer's name] to you, who is [insert issues] case number is [Clarify Case Number]. The customer was authenticated using [password (provide password), last four digits of SSN (provide SSN)]. May I bring [customer's name] on the line now? Introduce the customer to the receiving agent: Mr./Mrs. [customer name], thank you for holding. I have [other agent's name] on the line. I have updated them on what we have done so far, and they are happy to take it from here. If it is outside the hours of operation for the receiving department, explain the reason they need to contact the other department, the telephone number, and hours of operation, along with options to choose if available.

Mr./Ms. [customer's name], to help you with [insert issue], you will need to contact the [department's name] office during business hours. The operating hours are [quote appropriate

operating hours as described in the contacts list]. Their contact number is [xxx-xxx-xxxx] [if known or toll free number and options to choose]. Note: For warm transfers, agents must follow the warm transfer process and limit hold time to two minutes. If the call is not answered after two minutes, agents should advise the customer they will be connected to the next available agent within the department to which they are being transferred. Provide the customer with the number to the office and connect the call to the department queue, then release the call.

Exception: Calls being transferred to T2 and internal T1 should always be warm transferred.

U-verse Dispatch Center (UVDC), regarding dispatch issues are not transferred at all. Stay on the line with the customer; discuss the issue with the UVDC technician, then relay the information back to the customer. If UVDC hold times are in excess of five minutes, alert your force manager. Include what telephone number you dialed.

--------------------------------------------------------------------------------

Abusive Customer Script

There is a difference between an abusive customer and an irate customer. An abusive customer is swearing at you and refusing to participate in resolution of their issue.

An irate customer may be swearing due to frustration over AT&T services. Irate customers should be cared for according to the guidelines. See Intensive Care Unit Escalations.

Remember, for irate customers you can be the difference to change their impression of AT&T around:

First Incident Mr./Ms [customer name], I am trying my best to assist you. Please stop swearing/using bad language/being abusive towards me. Second Incident Mr./Ms [customer name], again, I am asking you to please stop swearing/using bad language/being abusive towards me or I will have no choice but to terminate this call.

Third Incident Mr./Ms [customer name], I have requested twice that you stop swearing/using bad language/being abusive towards me. I have no choice but to terminate this call. Thank you for choosing AT&T U-verse Services. Please call back when we can discuss the matter calmly to resolve your issue.

--------------------------------------------------------------------------------

Closing Script For Tier 2 Agents to be Used with Frequent Callers

To make sure we have resolved your issue, I would like to confirm that you can view our help channel and surf to our help page. These help pages may help with future questions:

Provide the customer with channel 411 information. Provide the customer with the www.att.com/u-verse/support URL. I want to ensure I have addressed all of your current needs on this call, I would also like to take the time to address any other questions or concerns you may have to prevent you from having to call a second time. Can you think of anything else that I can assist you with? Once again Mr./Ms [customer name], we apologize for the problem you experienced with [state problem]. Has this issue been resolved to your satisfaction? Great! To ensure your satisfaction, I would like to give you a direct number to call us back at Tier 2 support, should the same issue arise within the next day or two: 1-877-293-9986.

(See Tier 2 Callback Codes tab in Contact Numbers and Transfer Codes - Tier 2 for PIN Number).

--------------------------------------------------------------------------------

Customers Requesting Specific Ethnicity, Race, or Gender of Premises Technician

Advise the customer that technicians are assigned based on skill sets and availability.

Mr./Mrs. [customer name], we do not assign work or take any other employment related action on the basis of race, ethnicity, or gender. The technicians will be assigned to the dispatch tickets based on skill set and on a first available basis.

--------------------------------------------------------------------------------

Unsupported Requests

When recommending a customer uninstall any new hardware or software that may be causing the problems, note that we do not support the customer through that process if the hardware or software is not provided by AT&T. (i.e., 3rd party). If the customer requests something outside the scope of support, use the following script being sure to read the link verbatim.

Mr./Ms [customer name], as I mentioned, [product name] is a product that AT&T U-verse Services does not support, but we have some information about these common products on the AT&T Yahoo! Help Site at www.att.com/u-verse/support.

--------------------------------------------------------------------------------

Outage / Maintenance

Inform customers of system outage and maintenance (estimated time to repair) only when advised to do so by the U-verse Single Point of Contact (USPOC) and/or your leadership team. Do not advise customers there is an outage based on counsel from other departments, your peers, or other internal source. Estimated repair time frames are provided by the U-verse Single Point of Contact (USPOC) and/or your leadership team.

Outage Verbiage Mr. or Ms. Customer: My troubleshooting shows me that your service is currently being affected by a system outage that began at [insert time here]. We are aware of the issue and are currently working towards resolution. Early analysis shows us the estimated time to repair is approximately

[insert time here] from when the outage began. Thank you for your patience as we work to resolve the outage.

Maintenance Verbiage Due to maintenance, we are limited in the amount of troubleshooting that can be performed. Our systems should be operating normally in [insert time here] at which time we should be able to assist you. We apologize for any inconvenience this may cause and thank you for your patience. Note: Estimated time of repair can be viewed on SCANR.

--------------------------------------------------------------------------------

Blackouts

Apologize for the inconvenience and inform the customer that the program is not available due to blackout rules:

Mr./Mrs. [customer's name], a sports blackout area is a pre-defined area where a particular program is not available, usually because of contractual agreements with National Cable Networks and Regional Sports Networks (RSN).

Again apologize to the customer. Each scenario for a blackout can differ from the next.

--------------------------------------------------------------------------------

Customer is Dropped or Hangs Up During the Call

Jump to: Contact with Customer | Customer's Voicemail | Frequent Caller Disconnects | Busy Signal No Answer

Tier 1 Agents: Immediately following the disconnect, block all other incoming calls and use the call back number (CBR) to contact the customer.

Tier 2 Agents: If customer is on a CVoIP connection and the RG has to be rebooted, the agent codes themselves as Outbound call and calls the alternate CBR before rebooting the RG. If a random disconnect happens and another call comes in, agent notifies their manager and should be prepared to make the outbound call after the call they received has ended (unless the manager calls).

Successful Contact With Customer

Apologize for being accidentally disconnected and continue with the call flow processes. Hello Mr./Ms [customer name], this is [your name] from AT&T U-verse Customer Care. I am sorry, but I was speaking to you a few moments ago when our call was accidentally disconnected. I would like to continue helping you with your issue.

Receive Customer's Voicemail

Leave a message with the following information: An apology and reason for the call Your name Hello Mr./Ms. [customer name], this is [your name] from AT&T U-verse Customer Care. I am sorry, but I was speaking to you a few moments ago when our call was accidentally disconnected. I am calling you back to continue helping you with your service, but unfortunately, I cannot reach you. If you are still having problems with your service, then please call us back at 1-800-2882020. Thank you for choosing AT&T Internet Services. I hope you have a good day. Enter notes in the case documenting the disconnected call and immediately called back but reached voice mail and left a message for the customer. Close the case. Frequent Caller Disconnects During Transfer to Tier 2

If the customer is a Chronic Caller and disconnects during the transfer to Tier 2:

Attempt a call back. If the customer answers, escalate to Tier 2 again. If you receive voicemail, leave the message for the customer using the script in the above section.

Hello Mr./Ms. [customer name], this is [agent's name] from AT&T U-verse Customer Care. I am sorry, but I was speaking to you a few moments ago when our call was accidentally disconnected. I am calling you back to continue helping you with your service, but unfortunately, I cannot reach you. If you are still having problems with your service, then please call us back at 1-800-2882020. Thank you for choosing AT&T Internet Services. I hope you have a good day. Leave the case in an Open status. If/when the customer calls back within one hour, agents should escalate to Tier 2 immediately. If the customer does not call back within one hour, the case automatically closes, and subsequent calls should be documented on a primary case and escalated to Tier 2 immediately. Busy Signal or No Answer

Enter notes documenting an attempt was made to contact the customer but received either a busy signal or no one answered. Close the case.

--------------------------------------------------------------------------------

Irate Customer Drops the Call

Document troubleshooting steps performed and reason for not completing the call. Close the case. Refer the case immediately to a Team Lead/Floor Walker for a call back.

--------------------------------------------------------------------------------

Customer Inquiries

Jump to: Transfer Procedure for Off-Shore Agent | Off-Shore / On-Shore Call Handling

What are the updated Terms of Service (TOS)?

Handle the TOS inquiry business as usual (BAU). Refer the customer to the online resource at: http://www.att.net/tos2011. Mr. /Mrs. [customer name], the updates to the Terms of Service will not impact your connection speed, monthly pricing, account features or the quality of your AT&T Internet service. Instead, these updates provide our customers with a clear and better understanding of AT&T's Internet service and capabilities. If you have yet to do so, please visit the special Web site set up to answer frequently asked questions using the link provided in the e-mail notification you received. Where are you located? I am speaking to you from the AT&T global call center.

Where is that? The AT&T global call center is based internationally and within the U.S. (Offshore response/Onshore response).

Which country/state? We strive to deliver superior customer service and have representatives available to assist you from a number of call centers. This center is located in [answer reflects the agent's actual location].

What city? I am sorry but for security reasons, we do not disclose our specific location.

Are they all in other countries? AT&T customer service assistance is provided from both our domestic and international call centers.

Customer asks to speak to someone in the United States (on-shore). If one of the following scenarios occur, warm transfer the customer to your supervisor:

The customer specifically requests to speak to an on-shore agent. The customer tells you that they cannot understand what you are saying and it is preventing them from troubleshooting the issue any further. The customer makes a complaint that he/she is upset that AT&T has outsourced their call centers. The customer repeatedly (three times) asks you to repeat yourself due to language barriers; for example, Can you say that again, I did not understand what you said.

Transfer Procedure For Off-Shore Agent

Complete troubleshooting steps and complete all case documentation up to the time that the language barrier is identified. Based on the customer's issue, select appropriate CTV codes. Offer the caller the opportunity to speak with a supervisor. Mr./Mrs. [customer name], I am sorry that we are having difficulty communicating. If you prefer, I can transfer you to my supervisor who can assist you in resolving your issue. Warm transfer the customer to the supervisor. Refer to articles Contact Numbers and Transfer Codes - Tier 1 or Contact Numbers and Transfer Codes - Tier 2. Assign the case to the supervisor. Provide the supervisor with the following: The Clarify case number The Billing Account Number (BAN) The customer's first and last name The customer's callback number Reason for the transfer Your Clarify ID Ask the on-site supervisor for their Name, Active Log-in, and Clarify Log-in and document in Clarify. Response to Inquiries Regarding Off-Shore/On-Shore Call Handling

Is there another number that I can call so I can get to an English speaking agent? Why do you send your customers overseas when we cannot understand them? Who do I speak with so that I can ensure that I will never be sent overseas again? AT&T places the highest value on our customers by providing highly skilled and technically trained agents in all of our centers to provide our customers with the best customer support possible. I am sorry that the last agent was not able to address your issue, how may I help you? Note: If a customer asks for AT&T Executive Offices, attempt to resolve the issue by offering your Manager.

Before you contact AT&T Executive Offices, I would like you to speak to my manager to make sure that we have not overlooked anything in dealing with your account. May I transfer you now, or may I have my manager call you back?

If the customer still prefers to contact AT&T Executive Offices, provide the address below.

Note: The address for Executive Complaints is only to be given out if a U-verse customer is specifically asking for the Chairman of AT&T, Randall Stephenson, and an equivalent level of management or Executive Complaints Department. AT&T Executive Office 308 S. Akard Suite 1110.C8 Dallas, TX 75202 If the customer requests a telephone number for AT&T Executive Offices, explain the best way to contact headquarters is via mail. Note: It is very important that all resources be exhausted to take care of the customer's issue before referring them to the AT&T Executive Office mailing address.

--------------------------------------------------------------------------------

Script for E-mail Client Configuration No Longer Supported by U-verse Care Agents

Mr./Mrs. [customer's name]. I will be glad to assist you with setting up your web based e-mail that is provided by AT&T. The Client e-mail you describe is supported by the provider. We do have a couple of options available if you would like support for your client e-mail. You can either troubleshoot from our self help site at www.att.com/u-verse/support. Or, if you prefer to have your e-mail client configured for you, our highly trained AT&T ConnecTech team provides a wide variety of fee based services, including e-mail client configuration. I can transfer you to AT&T ConnecTech to discuss additional support options and pricing with you.

--------------------------------------------------------------------------------

Extended or Assigned Due Date Intervals

We currently have long due date (DD) intervals in some markets. It is important to hold our customers to the due dates offered on the Due Date Board (DDB) in OMS whenever possible. Keep in mind that every due date expedite has the potential to cause another customer's

appointment to get moved or missed. It is never appropriate to tell a customer to call back in and threaten to cancel in order to get a DD expedite.

The following are suggestions on ways to handle customers when calling about a long due date interval:

Scripting: I know you are looking forward to having U-verse installed as soon as possible, due to overwhelming demand and utilization of professional AT&T installers, our due dates are running a little longer. We apologize for the wait. Leverage all the benefits of U-verse TV and tie them back into the discovery the agent did to recommend that it is worth the wait for all the features. -------------------------------------------------------------------------------A pretentious stare of understanding A nod of acknowledgment but everything in his mind is selective

It comes in one ear and out on the other The surface of his brain was brushed by imagination He tends to escape from his real world and creates his own.

Until he realizes that forgiveness is too crucial a mistake is a blemish to his clean sheet A mark of a coward humanity who pleases his society

Fortunate are those with great knowledge Fortunate are those with great power inherited Fortunate are those who claim their great heroes Fortunate as they are, failure is inevitable

This article provides the process to follow for customer authentication with the caller. There are four methods of authentication used:

Passcode Question/Answer duo Last four digit of SSN Outbound Authentication Call to CBR or VoIP TN The customer is required to create a passcode and select a Question/Answer Duo at the time of placing their order.

Agents must never provide the caller with the primary or alternate Can Be Reached (CBR) numbers, even after the caller provides the correct account security information.

The caller must provide the account's security information (four-digit passcode) to modify anything on the account or any of the related sub accounts. The caller can provide a subaccount's security information to modify a particular sub account.

When receiving a call from another AT&T Department, the agent can ask if the caller already passed verification. If yes, agent should include this in the notes and consider the caller verified.

The passcode and Question/Answer Duo displays in Simplified Customer Account Navigation and Resolution (SCANR), for quick reference.

The caller does not have to be the primary or sub-account contact, but must be able to provide the credentials to update the related account information.

When asked or faced with giving any sensitive information on the account (i.e., service information, main account holder name and wired equivalent privacy (WEP) or WPA key for wireless Internet). When a caller is requesting changes on the account or billing information (i.e., service information/changes, password resets, personal identification number (PIN) resets, credit card info, billing amounts). When someone fails one-step of verification, they must verify the next best option. Additional situations listed below We should pre-request non-sensitive information for validation.

Note: To validate the account, ask the caller to provide the following, but do not repeat or prompt for security/privacy reasons.

Validate whom you are speaking with and that they know who owns the account.

Validate the service address. Validate the phone number. Valid Verification

What is valid for verification?

Secret question on the account located in the Account Information tab, and then clicking the customer's name Passcode Social security number (last four)

--------------------------------------------------------------------------------

Customer Authentication

Customer authentication is required for the following:

AT&T High Speed Internet U-verse Enabled Password Resets, system prompted in SCANR. AT&T U-verse TV PIN Resets (manually initiated). Before resetting the Residential Gateway (RG), which will reset the RG to factory settings and reset any personal passwords. Provide or change any information related to RG with the caller (i.e., WPA Key) (manually initiated). Adding new contacts (manually initiated). Updates to existing contact information (manually initiated). Providing specific account information to the caller (i.e., account status, billing account number (BAN), primary or sub-account e-mail address, confirming the service address) (manually initiated). Creating an upgrade order (i.e., upgrading TV channel packages, upgrading High Speed Internet Access (HSIA) speed packages, adding Genre Tiers) (manually initiated). Agent access to the U-verse Portal CSR via Clarify (system prompted). Dispatch to premise.

There are four methods for performing customer authentication:

Passcode: A four-digit numeric value created at the account level. AT&T requires a passcode to be created for all U-verse accounts. This information is only viewable on the primary contact record. Question and Answer Duo: Set at the contact level, each individual contact has its own Question/Answer duo created. Also, use the Question/Answer duo as a backup method of authenticating the caller if unable to provide the passcode. Last four digits of SSN. Outbound Authentication Call to CBR or VoIP TN.

--------------------------------------------------------------------------------

Passcode Authentication

Use the following process for manual authentication.

In the Create Case screen, click on the Caller Authentication button. Ask the customer to provide the passcode and do not provide any hints to the answer. The passcode should always be a four-digit number. If the customer provides the correct answer, move on to troubleshooting business-as-usual (BAU). Document the successful verification in the case notes. If the customer does not provide the correct answer: The caller has three opportunities to provide the correct answer. If the correct answer is not provided in three tries, use the Caller Failed Authentication process to authenticate the caller.

--------------------------------------------------------------------------------

Question and Answer Duo

In the Create Case screen, click on the Member Authentication button. Do not provide any hints to the answer. (It is prohibited to provide callers with any hints to their Question/Answer duo.) If the caller provides the correct answer, continue with troubleshooting BAU. Document the successful verification in the case notes. If a passcode exists on the account, provide the customer with the passcode. If a passcode is not created on the account, proceed with Locating/Updating Security Passcode and Question/Answer Duo. If the caller does not provide the correct answer: The caller has three opportunities to provide the correct answer. If the correct answer is not provided in three tries, use the Caller Failed Authentication process to authenticate the caller. If a passcode does not exist on the account, use the following script to inform customer they need to update the security information on their account to the new AT&T security requirements. Mr./Ms. [Customer name], while I have you on the line, I need to let you know that there are some changes that must be made in the way AT&T verifies customers to permit access to their accounts. AT&T is now requiring U-verse customers to utilize a numeric passcode and updated security questions and answers to access their account information over the phone. We can quickly take care of this right now. If the customer agrees to update their security information, proceed with Locating/Updating Security Passcode and Question/Answer Duo. If the customer declines to update their security information, use the following script. Mr./Ms. [Customer name], just to let you know if this change is not made today, the next time you call in and require assistance with an issue that requires authentication, we will be unable to authenticate you without having to call you at your home telephone number to confirm your identity. If you could spare just a few moments of your time, we can quickly take care of this right now so you will not be inconvenienced next time.

--------------------------------------------------------------------------------

Outbound Authentication Call to CBR or VoIP TN

If a customer is unable to authenticate using Passcode, Q&A Duo, or the last four digit of SSN, an outbound call should be placed to the customer's CBR TN or VoIP TN for authentication.

Use the following methods first before using this callback method.

Passcode

Question &Answer Duo Last 4 digits of SSN If all previous methods are unsuccessfully, follow these steps:

Apologize to the customer and advise you are unable to verify authorization for this account. Advise customer an outbound call will have to be made for authentication. Advise the customer if they do not receive the callback, they may not be located at the number listed on the account and to please call us back or visit a local AT&T company-owned retail store. Store locations can be found at Store Locator. Suggested Verbiage: I am sorry Mr./Ms. [Customer name], without the authentication information protecting your account, I am unable to verify you as an authorized party. I will have to place an outbound call to the telephone number provided on your account for authentication. If you do not receive a call, you may not be located at the number that we have listed. If you do not receive a call, please call us back when you are able to provide your authentication information or visit a local AT&T Company Owned Retail store. May I call you back at this time? Note: You are not permitted to tell the customer the TN displayed on the account or what TN you will used to call the customer back. If customer ask for the TN listed on the account, use following scripting: I am sorry Mr./Ms. [Customer name],in order to protect your privacy, I am unable to provide you with the TN displayed on the account. If the caller agrees to the callback, hang up, and call the CBR or VoIP TN listed on account. The agent can find the CBR located on the Account Information tab in SCANR. [CBR on Account Information tab - Screenshot] Once the customer answers the outbound call to the TN listed on the account, they are considered authenticated. Assist the customer with updating their authentication information. Use this script: Thank you Mr./Ms .[Customer name], May I assist you with updating the Passcode and Question/Answer authentication information on your account. If the customer does not agree to the callback, ask the customer to call back when they are able to provide the authentication information or visit a local AT&T Company Owned Retail store. Use this script: I am sorry we are unable to confirm your identity at this time, please call us back when you are able to provide your authentication information or you may go to a local AT&T Company Owned Retail store to show your identification. If the customer does not answer at the CBR or VoIP TN and voicemail is available, leave a voice message using the following script: Hello Mr./Ms. [Customer name], this is [your name] from AT&T U-verse Services. I am calling in an effort to confirm your identify. I'm sorry we are not able to authenticate you at this time. Please call us back when you are able to provide your authentication information or please visit a local AT&T Company Owned Retail store to show your identification. If the customer does not answer and no voice messaging system is available, hang up, and note the case with the following: Caller unable to provide required authentication information.

Made outbound call to authenticate caller. No answer from customer or voice messaging system available. Note: Agent must notate authentication failures and call details in their CRM case notes.

--------------------------------------------------------------------------------

Locate/Update Security Passcode and Question/Answer Duo

Jump to: Update Passcode | Update Question and Answer | Update Security Passcode and Question/Answer duo for Sub Accounts

Use the following processes to locate and update existing accounts with the new security requirements. Agents also need to proactively review and update the security information when a customer calls to report a trouble issue.

Update Passcode

Create Primary case to document the trouble issue. Update the security passcode and Question/Answer duo information before troubleshooting to correct the issue. Confirm the caller can provide the Primary credentials on the account. Confirm caller's identity using existing passcode or Question/Answer Duo. If the caller passed authentication, proceed with the next step. If the caller failed authentication, proceed with Caller Failed Authentication. If the passcode does not meet the approved format, proceed with the next step to update the passcode to the appropriate format. From the Customer Information tab, click the link on the Account Information quick link On the View/Edit Account screen, to the far right of the tabs, click the down arrow to view the additional tabs. Click Account Identifier. Ensure the ID Type drop-down is set to Passcode Click into the ID field, highlight the existing entry Have the customer provide a four-digit numeric passcode.

Enter the new passcode in the ID field. Click Replace. Click Save. The authentication window pops up with the existing information. Ask the customer the question. If the customer provides the correct answer, click on Authorized. If the customer does not provide the correct answer, click on the attempt arrows. If the customer fails all three attempts at authentication, follow the process for failed authentication. Create and close a case to document the update. Exit the account. Update Question and Answer

On the Customer Information tab, click the Account Information link. On the View/Edit Account screen, click the Contacts tab. Click the link for the desired contact record. Click the Contact Identifiers tab. In the lower window, change the Personal ID Type drop-down to Question. Offer the customer to change the question to one of the four available. Change is necessary. Change the Personal ID Type drop-down to Answer. Enter the answer in the ID field. Click Save. Exit the window by clicking the lower X. Create and close a case or sub case to document the update. Exit the account. Update Security Passcode and Question/Answer duo for Sub Accounts

Create a case. Populate the following fields from the Create Case screen. Sub Account checkbox - Place a check in this field. Sub Account Name - Sub Account owner's name. Sub Account Member ID - Sub Account ID and domain. Click U-verse Portal CSR.

The U-verse Portal opens. Scroll down to the Security Information section. If the Sub Account has the updated security Question/Answer duo but not a passcode, the security question appears. Note: It is prohibited to provide customers with any hints to their Question/Answer duo. If the customer provides the correct answer, click Valid. Ask the customer to confirm date of birth, ZIP code, last four of SSN, and provide a four-digit numeric passcode. Enter the passcode in the appropriate field, click Generate Passcode. If the customer does not provide the correct answer, click Failed. The customer has five opportunities to provide the correct answer. Click Failed after each incorrect answer. If the customer provides the correct answer, click Valid. If the sub account has a valid passcode but does not have the updated security Question/Answer duo, have the customer provide the passcode. If the customer provides the correct answer, click Valid. The Profile Management page appears. Scroll down to the Security Information section. Instruct the customer to select one of the following new security questions populated in the Offline Security Question drop-down. Populate the answer to the security question in the Offline Security Answer field. Click Save. If the correct answer is not provided after five attempts, the Security Information Verification page appears. Ask the customer to provide date of birth, ZIP code, last four SSN, a four-digit numeric passcode. Enter the passcode in the appropriate field, click Generate Passcode. The Profile Management page appears. Scroll down to the Security Information section. Instruct the customer to select one of the following new security questions populated in the Offline Security Question drop-down. Populate the answer to the security question in the Offline Security Answer field. Click Save. If the sub account does not have a passcode or updated security Question/Answer, a message appears stating the customer's security information is not on file. Click the Generate a New Passcode link. Ask the customer to provide the date of birth, ZIP code, last four of SSN, a four-digit numeric passcode. The Profile Management page appears. Scroll down to the Security Information section.

Instruct the customer to select one of the following new security questions populated in the Offline Security Question drop-down. Populate the answer to the security question in the Offline Security Answer field. Click Save.

--------------------------------------------------------------------------------

Caller Failed Authentication

Jump to: Failed Authentication - Combined Billed Accounts | Failed Authentication - CVoIP Account

If customer fails both Passcode and Q&A Duo, perform Verification Process (Social Security - last 4). If a customer fails the Verification/Authentication, perform the Outbound Authentication Call to CBR or VoIP process If the customer fails the Outbound Authentication Call to CBR or VoIP TN process: Use the Unauthorized caller CTV and note who Agent spoke with and what it was regarding. Agent can click the unauthorized button after three tries on pass code. It will automatically create a case and close it for the Agent. Agent must go back and include specifics, if possible. The smallest details can help the next Agent. Check other cases to be sure that someone else has not already had an unauthorized caller. Failed Authentication - Combined Billed Accounts

Combined Billed accounts have both U-verse and AT&T Wireless service charged to one bill. Agents can only use the AT&T Wireless TN as a valid call back number. Do not use the CBR number or Alt CBR number on the account.

Note: If the account has CVoIP and Combined Billing (U-verse and AT&T Wireless service charged to one bill), agents can use either the CVoIP TN or AT&T Wireless number as a valid call back number.

Ask the caller to provide the AT&T Wireless number associated with the account.

Note: If the caller cannot provide the AT&T Wireless number, advise the caller you are unable to authenticate them and end the call. I'm sorry Mr./Ms. [Customer name], without the AT&T Mobility wireless number we are unable to confirm your identity as the Primary account holder. Due to company policy, I must now terminate this call. Please have the Primary account holder call back to update the security authentication information on the account. Enter the AT&T Wireless number in the CTN search field on the AT&T Mobility tab, click Locate By CTN. Confirm the search results match the account information for the caller. If Yes, proceed with authenticating the caller. If No, use the following script to inform the caller the records do not match. I'm sorry Mr./Ms. [Customer name], the AT&T Mobility wireless number you provided does not match our records for you. Could you please repeat the AT&T Mobility wireless number? Have the caller provide the AT&T Mobility wireless number a second time. Enter the AT&T Mobility wireless number in the CTN search field, click Locate By CTN. If the results match, proceed with authenticating the caller. If the results do not match, use the following script to terminate the call. I'm sorry Mr./Ms. [Customer name], the AT&T Mobility wireless number you provided does not match our records. Due to company policy I must now terminate this call. Please have the Primary account holder call back to update the security authentication information on the account. Inform the caller you need to initiate an outbound call using the AT&T Wireless number on the Uverse account to confirm the caller's identity. Disconnect the call. Using the AT&T Wireless number, place an outbound call to the customer. Use the following script, Mr./Ms. [Customer name], this is [your name] from AT&T U-verse Services. We received a request to update security information on your account. Since the caller was unable to successfully answer the security Passcode and Question/Answer authentication information protecting your account, we had to place an outbound call to confirm your identity. Mr./Ms. [Customer name], did you authorize this request? If the caller answers the phone, document and close case based on customer needs. Thank you Mr./Ms .[Customer name], I may now assist you with updating the Passcode and Question/Answer authentication information on your account. If the person answering the phone did not authorize any updates to the security information, use the following script: Mr./Ms. [Customer name], we apologize for this inconvenience. Please be aware we did receive a call from someone attempting to access or update information on your account. The caller was unable to provide the required security Passcode or Question/Answer authentication information. This caller was not given any information pertaining to your account. Again, we greatly apologize for this inconvenience. Have a great day. If not an authorized caller, click unauthorized and case will close as unauthorized caller.

He finds himself asking, Am I worthy of this life? or the better question is Am i living a real life? A complexity that grows day by day A mind of weakling over the mind of strength

He shuts his system down a claim of ecstatic life of existence is fake Like how he fakes that he understands people

People don't understand people People don't understand himself His immediate pauses, mere isolation or mere existence

He tells his crap but they never acknowledge _____________________________________________________________________________

A ADAD Automatic dialing - announcing device ADD Automatic dialing device ADL Additional directory listing ADSL Asymmetrical Digital Subscriber Line ALD Assisted listening device AMSS AMDOCS Self Service: A Web site for customers to view help on issues and submit problems to Customer Care. (Retired) Aspect Ratio Aspect ratio is an image projection attribute that describes the proportional relationship between the width of an image and its height. ATM Asynchronous transfer mode: Dedicated-connection switching technology that organizes digital data into 53-byte cell units and transmits them over a physical medium using digital signal technology. AT&T U-verse TV Internet protocol television offered under the AT&T U-verse product.

AT&T High Speed Internet U-verse Enabled (HSIA) HSIA (over fiber) offered under the AT&T Uverse product. B BAN Billing account number Balun Balancer/Unbalancer: A device that connects the VDSL signal on twisted copper pair from the network interface device (NID) to the residential gateway. Bandwidth Amount of upstream and downstream throughput available. BBT Broadband Testing: Tool for checking upload and download speeds. BPS Bits per second: A measure of upload/download speed. Bridge Tap Typically, a wire that hangs from a pair of lines in the public switched telephone network. This line is usually an old tap line to a business or home. Bridge taps create a reflection point for high frequency waves on the line creating problems for DSL use on that line. BTN Billing telephone number: Account number determined by the primary phone number associated with legacy telephone service. C Cache Block of memory for temporary storage of data likely to be used again. CARE Clarify Admin Request Engine: A tool used to request changes to the Clarify CRM. Category 5 Cable (CAT5) Often used for data transmissions, CAT5 looks like thicker telephone wire, is often blue or gray, and has more "twists" than CAT3 cable. CBR Can be reached number: Telephone number associated with a customer's account that can be used as a search reference in Clarify. CFTT Call Flow Troubleshooting Tool: A graphical representation of how to perform a task, such as walking a customer through a process. CLEC Competitive local exchange carrier CMS Component Management System: A system designed to access a piece of hardware and give details about the model, user, and set up. CNA Customer number address CO Central office COAX An electrical cable consisting of a round conducting wire, surrounded by an insulating spacer, surrounded by a cylindrical conducting sheath, usually surrounded by a final insulating layer. It is used as a high-frequency transmission line to carry a high-frequency or broadband signal. (Co-axial cable) CPE Customer premises equipment. The hardware: Balun, Diplexer, RG, receivers, NetGear Ethernet switches. CPNI Customer proprietary network information CRC Cyclical redundancy checking: A form of automated error checking that verifies received Internet packets are correct. Checks packet (data) transmission input vs. output.

CRM Customer Relationship Management: A system to house and access information about customer's accounts. CSR Customer service representative CST Central standard time; also shown as CT. CTV Case type value: A set of choices used in Clarify CRM to indicate the reason for a case. CVoIP Consumer voice over Internet protocol D DHCP Dynamic host control protocol: A set of protocols within the suite of Internet protocol used to dynamically assign IP addresses. Diplexer This is the device mounted on customer's premises outside wall near the NID. This device breaks the signal into VDSL and HPNA. DNS Domain Name System: Stores and associates many types of information with domain names, but most importantly, it translates domain names (computer host names) to IP addresses. Domain name A name that is entered into a computer (e.g., as part of a Web site or other URL, or an e-mail address). These names are technically host names. Example: sbcglobal.net DSL Digital Subscriber Line DSLAM Digital Subscriber Line Access Multiplexer: Network device, usually located at a telephone company central office (CO), that connects multiple customer DSL to a high-speed Internet backbone line using multiplexing techniques. DT Dial tone DVR Digital video recorder: The U-verse video equipment that records programs. E EMI Electronic magnetic interference EPG Electronic program guide ERMS E-mail Response Management System: Back-end system used by Clarify to send and receive e-mail communications with customers. EST Eastern standard time; also shown as ET. Ethernet cable Type of cable that consists of four twisted pair; typically used to connect two computing devices together. F F1 Feeder cable: The copper wire from the CO to the service area interface (SAI) box. F2 Distribution cable: The copper wire from the SAI box to the customer. FAQs Frequently asked questions Fiber optic Type of technology that uses glass cabling and light pulses to transmit data.

Firewall Software or hardware that restricts outside connections to internal networks or devices. FTP File transfer protocol FTTP Fiber to the premises FTTC Fiber to the curb: Fiber from the CO to the curb outside of home/business, limited areas. FTTN Fiber to the node: Fiber from CO to the video ready access device (VRAD). FTTP Fiber to the premises: Fiber from CO to the customer's NID. FTTx General reference pertaining to both FTTC and FTTP. FVD Foreign voltage detector: Same as 188A tool for checking wild voltage on the line. G GBPS GigaBits per second: A measure of upload/download speed. GUI Graphical user interface: The part of a system that is seen and used to manage. H HD High definition HDTV High definition television HPNA Home Phone line Networking Alliance L Standard for connecting computers in a home allowing multiple users to share. This is done with standard telephone line home wiring using the Ethernet CSMA/CD framing and transmission protocol. HPNA bridge The HPNA bridge is needed within the customer's home in order to create an internal HPNA network loop. HSIA High Speed Internet Access (over fiber) offered under the AT&T U-verse product. I ILEC Incumbent local exchange carrier iNID A residential gateway device that allows households outside the current loop length limitations to be served through two wires instead of one. IPTV Internet protocol television: Television programming provided via the Internet rather than air, cable or satellite dish. ISAAC IP Services Assurance and Analysis of Connections: Tool that integrates with multiple stand alone testing tools and interfaces that allow agents to troubleshoot U-verse issues. IVR Interactive voice response L A telephone system to help direct callers to the correct department. IW Inside wiring: Typically refers to the wiring inside a person's home. J Jumper Cross connect wire; connects the F1 and F2 to complete a connection. K

KBPS Kilobits per second: A measure of upload/download speed. L LAN Local area network LASSO Tool for pinging/bouncing a port that is not working. LATA Local access and transport area LEC Local exchange carrier LNP Local number portability Local Loop Physical link or circuit that connects from the customer's premises to the edge of the carriers network (usually a central office or remote terminal). Loop Length Number designated by feet in regards to the length of cabling from one device to another. Typically this number would refer to the length of cable between a DSLAM and a customer's home. LT Card Line termination card M M&P Methods and procedures: Documents to aid agents in performing tasks. MBPS MegaBits per second: A measure of upload/download speed. MDC Management and Diagnostic Console: A system used in conjunction with a CMS to remotely manage and diagnose a customer's equipment. MHZ MegaHertz MLAC Mechanized Loop Assignment Center: The assignment center MLT Metallic Loop Test: Intrusive telephone line test used to determine issues on a phone line that may disturb telephone usage. MOKAT Term used to describe the Southwest region; acronym for Missouri, Oklahoma, Kansas, Arkansas, Texas. N NID Network interface device: Device usually on the outside of a customer's home used to cross connect the outside loop to the home's internal wiring. O OEM Original equipment manufacturer OMA Order Management Activation: Team that is responsible for resolving order fallout issues. OMS Order Management System: The system used to place, track, and modify a customer's order for service. On Demand A library of free and chargeable programming. Formerly known as Video on Demand. ONT Optical network terminal: Fiber interface at the premises (FTTP). P

POTS Plain old telephone service: Legacy system used to deliver phone service. PPPoA Point to point protocol over ATM: Authentication protocol used in legacy DSL connections, not used by U-verse. PPPoE Point to point protocol over Ethernet: Authentication protocol used in legacy DSL connections, not used by U-verse. PPV Programming available for purchase on a pre-defined schedule or one-time event (i.e., Uverse Movies, concerts, sports and boxing). PST Pacific standard time; also appears as PT. PSTN Public switched telephone network PT Premises technician R Receiver This is an all digital device that is connected to the television, allowing U-verse content to be viewed. Formerly known as a "set top box". RF Radio frequency RG Residential Gateway (2 Wire): The Residential Gateway provides connections for the customer's television sets to get video programming and PCs to get High Speed Internet connections. RJ11 One of many jack types but the most common inside a home. RT Remote terminal S SAC Service area concept: The big green box in the neighborhood = SAI/XBOX/SAC. SAI Service area interface: The big green box in the neighborhood = SAI/XBOX/SAC. SAVL Service Activation Voice Line: An IVR system used by technicians for activating voice lines for CVoIP customers. SBO Sales Back Office: Support office with service representatives and/or order writers SCANR Simplified Customer Account Navigation and Resolution: A tool used by Customer Care agents to view and troubleshoot customer's account, line, and home information SD Standard definition SDP Service Delivery Platform: System that ties other systems together to process orders. Splitter Small device used to split signal from one wire or cable to multiple wires or cables. SPOC Single point of contact SoS Scope of support T TDM Time Division Multiplex: Protocol used by legacy telephone system to offer telephone service.

TN Telephone number TRIMS Telecommunications Revenue Interactive Management System: Designation for a billing team that handles spending limit increases and decreases in regards to On Demand. Twisted pair Cabling that has a form of wiring in which two conductors are wound together for the purposes of canceling out electromagnetic interference from external sources and cross-talk from neighboring wires. U UBBT U-verse Broadband Tool: Tool used to check line quality and status. URL Uniform resource locator: Syntax used to locate a file or Web page on the Internet. Example: http://my.att.net/ U-Rock A Web site for customers to view help on issues and submit problems to Customer Care. (Replaced AMSS) USB Universal serial bus: Serial bus standard to connect interfaces. This term commonly refers to a type of connector on a personal computer for which a peripheral is connected. UvDC U-verse Dispatch Center: Handles all dispatches of premises technicians. U-verse Billing Helps customers with any billing questions regarding their U-verse bill. U-verse BOS Back Office Support: Formerly known as the Sales Back Office. This team supports U-verse technicians in the field by adding and removing products and supports online customers. U-verse ConnecTech This is a pay service that provides out-of-scope technical support for products, devices, systems and applications. U-verse Credit and Collections Takes payments for customers who are in treatment status. U-verse Dispatch Center (UvDC) Dispatches U-verse technicians for installation and repair appointments. U-verse Field Operations (UFO) Formerly known as Local Field Operations (LFO). This is the technician that installs and repairs U-verse. U-verse OM&A Group Order Management and Activation Group: Corrects all U-verse orders that are in error to allow completion of provisioning. Example: When issued orders error out, this department resolves the error and completes the order in the system. U-verse Security Services Center Escalations This team helps Internet customers with all internal and external security issues and violations. U-verse Tier 1 This first point of contact provides U-verse customers 24/7 technical support for a variety of U-verse customer calls, ranging from product education, resetting receivers, or dispatching a technician for on-site support. U-verse Tier 2 Supports technicians while on site during a U-verse installation, and also provides escalation support for Tier 1.

U-verse VOM Voice Order Management: Works with Voice over Internet Protocol, Competitive Local Exchange Carrier (VOIP-CLEC). This group ensures orders with VoIP are dispatched on their due dates. V VoIP Voice over Internet protocol VDSL network This is the very high bit rate HSI network through which Internet Protocol Television and HSIA are delivered to the customer's premises. VRAD Video ready access device: Networking device usually located within a DSLAM that provides the functionality to deliver video content. W WAP Wireless application protocol Web DVR Term that refers to the functionality that customer's use to remotely manage their digital video recorders from the Internet. WEP Wired equivalent privacy: A wireless network security standard. X XBOX - Cross box The big green box in the neighborhood = SAI/XBOX/SAC ______________________________________________________________________________ __

http://mycsp.cingular.net/mycspportal/appmanager/portal/csp? _nfpb=true&_windowLabel=T20007471265748030583&T20007471265748030583_actionOverrid e=%2Fportlets%2FtopAnswers %2FShowResolution&T20007471265748030583audId=84&T20007471265748030583cptId=6428 96&_pageLabel=Support

This article provides agents with examples of acceptable unscripted verbiage to enhance the customer's experience when calling Tier 1 and Tier 2 technical support.

Basic Contact Pattern

Exhibit friendly, professional manner Use proper grammar/terminology Display confidence in handling customer requests Display ability to determine and recommend effective solutions Provide accurate information Utilize appropriate information

Accept responsibility Demonstrate efficiency Control contact length Make appropriate commitments Close

--------------------------------------------------------------------------------

Avoid Trigger Phrases

Trigger Phrases Calming Phrases

Policy Here is what we can do.

Can't/won't Can/will

Sorry Thank you.

No, I don't know I can find out.

But And

You should have I understand why you

Why didn't you I can see why

The only thing we can do The best option, I think

--------------------------------------------------------------------------------

Call Handling

Exhibit friendly, professional manner: Demonstrate courtesy, interest, and enthusiasm. Announce department and self Thank you for calling AT&T U-verse Technical Support, this is ... Assure willingness to help: How can I help you today? I will be glad to help with this! I can certainly take care of this for you! Express sympathy/empathy for customer situations (when appropriate): I apologize that this happened. I understand. I know how frustrating this