Please find a few updates listed below:
1. What do I do when I need to escalate an MIS call?
Ans: Try the basics using knowledge base n when we have to escalate, please use the form in e-source
Path: e-source> Forms > Problem Reporting > MSC Problem report
2. Issue: TOS on AOL.com
Reasons: a) can be a new user who needs to login to the AOL software first and then AOL.com
b) Soft blocks in Merlin
c) Host issue
Flow: unable to access mail on Web
Resolutions: Please check left side of Merlin to see, if the user is a new user and if so, they need to log into the software and agree to TOS and then use Webmail
If a soft block in Merlin is like EFT, etc... We can advocate the member to log in to the software n then go to Webmail; if not transfer to billing as mention in this case to remove the block manually.
When we use the backspace key twice, it redirects us to the page where there is Mailbox icon n when u click it, you can sign in to check your e-mails.
Note: These resolutions are tested and have worked for Moncton and they have shared it with us. Please revert back if there are any further escalations on this.
3. Issue: member says there is no Walmart in his region, he lives in a rural place, or member is very old or is physically challenged; is there any other way to help the member install AOL?
Resolution: After we ensure AOLBACK.EXE, he is not on BYOA and there is no other means; then we can use the Software order in Merlin to place an order for the CD. Please be sure that we use that as the last means and there will be very less CD's available, so we can't placing an order when we have a different means.
Note: There is no official mail or Article in e-source at the moment, this option may be let to continue or called back anytime. Since BNG had brought this on the TKAT call, we have this option to go with. FST at the moment is working to get an article out on this.
4. What happens when...