Transcript Slide 1
National / International Care Ticket Submission Form Process Guide February 2007 V4.0 The information provided herein is for training purposes only. The information provided does not create or modify any legal obligations between Qwest and a customer. The parties’ relationship is governed by existing legal obligations. Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. National / International Care Ticket Submission Form The National / International Care Ticket Submission Form was created to upgrade customer functionality when submitting issues to the National / International Customer Care Center. Customers may access the new National / International Care Ticket Submission Form and Process Guide for form completion guidelines by visiting: http://www.qwest.com/wholesale/nccc/index.html. National / International Care Ticket Submission Form Process Guide The National / International Care Ticket Submission Form Process Guide was created to provide detailed information regarding submission form location and form submittal process. National / International Care Ticket Submission Form submittal If you need the National / International Customer Care Center to address an issue and provide resolution, then you must submit a National / International Care Ticket Submission Form. In order to accommodate your needs, it remains the expectation of Qwest that you: Submit a National / International Care Ticket Submission Form when you have an issue that requires prompt resolution Contact the National / International Customer Care Center at 1800-291-7707 and refer to your Care Ticket number if you require immediate attention International customers contact the National / International Customer Care Center at 303-664-7309 and refer to your Care Ticket number if you require immediate attention Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. National / International Care Ticket Submission Form Process - continued The next several slides will provide you with the Web page locations for accessing the submission form along with visual illustrations of the: submission form, immediate submittal confirmation Web page, and automated e-mail response with your Care Ticket Number Following the visual illustrations of the submission form etc., a brief instructional will be provided to ensure that the required fields must be populated along with important secondary information like: Alternate Contacts and Alternate Telephone Number which are to be provided within the Problem Description field of the form Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. Submit a Care Ticket by clicking on the National / International Care Ticket Submission graphic at:http:/www.qwest.com/wholesale/. http://www.qwest.com/wholesale/ Wholesale Main Page NOTE: Future updates to the Wholesale main web page will remove this graphic no later than 4/23/07 National / International Customer Care Graphic on Qwest Wholesale’s Main Page Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. The Customer Service web page has been updated to include a text link titled “Submit a Ticket to Customer Care”. To access the updated web page please go to the following URL: http://www.qwest.com/wholesale/customerservice.html Wholesale: Customer Service >> Industry Solutions National & Int’l Customer Service Local Customer Service ► Getting Started ► Interexchange Access ► Ordering ► Resale and Interconnection ► Provisioning ► Wireless >> Local Solutions ► Submit a Ticket to Customer Care ► Maintenance and Repair ► Billing ► Training Added text link that will take you to the National / International Care Ticket Submission Form Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. To go directly to the National / International Care Ticket Submission Form you go to the following URL: http://www.qwest.com/wholesale/nccc/index.html. You can also save the Web page to your favorites on your browser. http://www.qwest.com/wholesale/nccc/index.html National / International Care Ticket Submission Form Process Guide Submission Form Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. The National / International Care Ticket Submission Form is concise for ease of use and efficiency. http://www.qwest.com/wholesale/nccc/index.html Complete Submission Form Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. Example of a completed Submission Form. NOTE: Alternate Contact Name and Telephone Number is provided. http://www.qwest.com/wholesale/nccc/index.html Example of Completed Submission Form NOTE: Alternate Contact Name and Telephone Number is provided. Please be sure to include the Alternate Contact Name and Telephone Number. Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. Shown below is the immediate submittal confirmation Web page. http://www.qwest.com/wholesale/nccc/index.html This is the actual text customers will receive after clicking the Submit button. Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. Shown below is the e-mail confirmation with the Care Ticket Number. Sent to the initiator's e-mail address provided on the Submission Form The e-mail confirmation will detail your Problem Description as the initiator has detailed. The initiator will be contacted within four business hours by a Representative. Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. Completion of the National / International Care Ticket Submission Form Complete all of the required fields that are marked with asterisks. Always provide an Alternate Contact Name and Telephone Number in the Problem Description field, so the Qwest representative will be able to contact the alternate contact if the initiator is unavailable. If the initiator is an international customer, then check the box labeled “International” and include your international telephone number in the Problem Description field. When there is an instance where more than 3,800 characters are needed for your request, you’ll need to submit another Care Ticket and reference the Care Ticket number already submitted. If your request is urgent, please contact the National / InternationalCustomer Care Center at 1-800-291-7707. When contacting the center please refer to your Care Ticket number. For International customers contact the National / International Customer Care Center at 303-664-7309 and refer to your Care Ticket number if you require immediate attention. Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. Completion of the National / International Care Ticket Submission Form – Continued After submitting your request, you will be contacted within the next four business hours by a Representative to discuss your request. Once the e-mail notification is received with your Care Ticket number, please do not reply to the e-mail as the reply will be placed in a mailbox that is not monitored by Qwest. If you experience an outage or issue when using the submission form, then contact the Wholesale Systems Help Desk (WSHD) at 888-796-9102 for assistance. Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. National / International Care Ticket Submission Form Fields 1. Your Name (Required Field) 2. Phone Number (Required Field and to be filled out without dashes) 3. Extension 4. International 5. E-mail Address (Required Field) 6. Company Name (Required Field) 7. Account Number (Required Field) 8. Problem Description (Required Field and to be filled out with Alternate Contact Name and Telephone Number) Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest. Contacts National / International Customer Care Center Telephone Numbers Telephone Number 1-800-291-7707 International Customers Use 303-664-7309 Confidential Copyright 2007 by Qwest. All rights reserved. No other use of the material is permitted without the express written consent of Qwest.