AT&T AGENTS ROLE

1. What must you log-in to at the start of each shift? PHONE SYSTEM 2. How do you navigate within the MyCsp Interface? -Use the top tabs or predictive search function and use filter options to narrow results. 3. Where can you locate troubleshooting tools in MyCsp? TECHNICAL TOOLS 4. How do you personalize MyCsp? Create own weblinks and bookmark the articles you use frequently.

VALUING OUR CUSTOMERS

1. What are the four levels of the Harvard Business Model? GENERIC, EXPECTED, DESIRED, UNANTICIPATED 2. What Harvard Business Model is defined as a Business that has exactly what makes it what it is? GENERIC 3. What does LAGNIAPPE basically mean? GOING ABOVE AND BEYOND 4. AT&Ts most valuable asset is: THE CUSTOMERS 5. If a loyal customer is very satisfied with AT&T, has experienced excellent customer service and believes all their needs are met or exceeded. This customer is likely to do what? RECOMMEND AT&T PRODUCTS AND SERVICES TO FAMILY AND FRIENDS. 6.Which characteristics describes a loyal AT&T Customer? RECOMMEND AT&T TO HER FAMILY AND FRIENDS. 7. If customers loyalty were a ladder, where would you place a customer who is loyal to AT&T and always returns to buy AT&T products? TOP RUNG 8. What should you do if someone approaches you while you are speaking with a customer ? FOCUS ON THE CUSTOMER, THE CUSTOMER IS THE MOST IMPORTANT PERSON AT THAT TIME. 9. Over what percentage of consumers form their images of a company based on their experience with an agent? 90 % 10. To show a customer you care, what is true maximum amount of time you should leave them on hold? 2 MINUTES THE AT&T CUSTOMER RULES! 1. The AT&T Customer rules include all of the following except: THE RULES OUR CUSTOMERS HAVE TO ABIDE BY. 2. What is the set of principles that guide how AT&T agents interact with customers and each other? THE AT&T CUSTOMER RULES! 3. As an agent, your TACR!FT metric depends on: FEEDBACK PROVIDED BY YOUR CUSTOMERS 4. A TACR!FT score is only generated when: A CUSTOMER COMPLETES A WEB-BASED SATISFACTION SURVEY. 5. NetSat puts more weight on TACR!FT responses that are: VERY SATISFIED, DISSATISFIED, VERY DISSATISFIED 6. Customers with what TACR!FT rating responses are most likely to stay with AT&T, refer friends or add services/features? VERY SATISFIED 7. TACR!FT is very important to you. What ratings do you need to receive on each and every call you take? VERY SATISFIED 8. Identify the AT&T Customer Rule that speaks to an organizational focus to improve the total customer experience and meet their time expectations. BE RESPONSIVE AND DELIVER

CALL FLOW
1. What are common issues for which customers call in for support? CANT SEND/RECEIVE EMAIL,NO VOICE DIAL TONE,POOR TV PICTURE and SOUND QUALITY. 2. What are common issues for which customers call in for support? ALL SERVICES DOWN, WHERES MY TECH, BILLING ISSUES. 3. What is appropriate scripting for the opening phase of the call flow ? THANK YOU FOR CHOOSING AT&T. THIS IS JOE WITH U-VERSE SUPPORT. MAY I HAVE THE TELEPHONE NUMBER ASSOCIATED WITH YOUR ACCOUNT? 4. What should you do in the Assure Customer phase of the Call Flow? ACKNOWLEDGE THE CUSTOMERS CONCERN, EMPATHIZE WITH THE CUSTOMER AND OWN THE CASE. 5. What should you do in the Gather Information phase of the Call Flow? ASK THE CALLERS NAME, CBR and REVIEW CUSTOMER HISTORY. 6. In which phase of the call flow should you ask probing questions? IDENTIFY PROBLEM 7. What is appropriate scripting for the Resolve Problem phase of the call flow? MR. ROBINSON, I AM GOING TO SEND YOU THE STEPS TO RESOLVE YOUR ISSUE. MAY I GET YOUR PREFERRED EMAIL ADDRESS? 8. In which phase of the call flow should you watch the right service to the customers needs and/pr offer self -help options? ADD VALUE 9. What is appropriate scripting for the Confirm Resolution phase of the call flow? I WANT TO THANK YOU FOR HELPING ME TO RESOLVE YOUR ISSUE. ARE ALL OF YOUR OTHER SERVICES WORKING PROPERLY? 10. A good closing script example is: MS. CHAVIS, IS THERE ANYTHING ELSE I CAN HELP YOU WITH TODAY? THANK YOU FOR CHOOSING AT&T. 11. How can you achieve respect, resolution and retention on every call? BE SMART, FRIENDLY, FAST.

THE U-VERSE SERVICE

1. What services make up the AT&T Uverse Bundle? UVERSE TV, UVERSE VOICE, UVERSE HIGH SPEED INTERNET 2. What is U-verse? ADVANCED DIGITAL TELEVISION, HIGH SPEED INTERNET AND DIGITAL HOME PHONE SERVICE 3. How do three components of uverse work together? FIBER OPTIC TECHNOLOGY AND COMPUTER NETWORKING BRING FULLY INTEGRATED EXPERIENCED TO THE CUTOMERSS HOME. 4. What are the features of AT&T Uverse TV? MULTIVIEW, WEATHER ON DEMAND AND ELECTRONIC PROGRAM GUIDE 5. DVR service tier functionality allows uverse tv customers to select from which of the following dvr options? NO DVR, DVR ONLY, TOTAL HOME DVR 6. What are the features of AT&T Uverse HSIA? SUITE OF POWERFUL SECURITY TOOLS WIRELESS HOME NETWORKING AND UNLIMITED CAPACITY FOR MAIN EMAIL ACCOUNT. 7. What does the free Basic Subscription to AT&T Wifi Service provide for Uverse HSIA? ACCESS AT&T WIFI HOTSPOT 8. What are the features of AT&T Uverse Voice? CALLER ID via Uverse TV, Online Features Management and AT&T Uverse Messaging. 9. How can Uverse Voice customers check their voicemail? FROM THEIR UVERSE VOICE TELEPHONE, REMOTELY VIA ANY PHONE OR THROUGH THE UVERSE PORTAL 10. What wireless options are available with AT&T Uverse? MICROCEL, MOBILE REMOTE ACCESS and WEB REMOTE ACCESS 11. What can customers do with AT&T Uverse mobile, provided they have and eligible smart phones? BROWSE THE TV PROGRAM GUIDE, SCHEDULE A DVR RECORDING, AND WATCH TV CONTENT ON THEIR MOBILE DEVICE.

THE UVERSE CPE OVERVIEW

1. What is the function of the Uverse Residential Gateway/ Wireless Gateway? TO BRING TOGETHER ALL THE UVERSE SERVICES AND DISTRIBUTE THEM THROUGHOUT THE CUSTOMERS HOME 2. What are features of the Uverse RG/Wireless Gateway? PROFESSIONAL-GRADE FIREWALL, FLEXIBLE NETWORKING and GRAPHICAL USER INTERFACE. 3. How do customers acquire the Uverse Premise Equipment? A TECHNICIAN INSTALLS LEASED EQUIPMENT OR NON-TV CUSTOMERS PURCHASE AND INSTALL THE EQUIPMENT THEMSELVES 4. What is the Customer Self-Install Equipment? 2WIRE 3600 HGV RG, MOTOROLA 2210 MODEM, MOTOROLA 2310 VDSL MODEM 5. What is the function of the Uverse Receiver? TO BRING DIGITAL TV PROGRAMMING TO THE CUSTOMERS TV 6. What are the features of the Uverse Reciever? SUPPORT FOR HDTV, DVR CAPABILITY and VIDEO ON DEMAND 7. What are the customer control with the Universal Infrared Uverse TV Remote Control? ANY UVERSE STB EQUIPPED WITH AN INFRARED SIGNAL ON THE FRONT THAT IS PROGRAMMED TO THE RG 8. What are features of the Uverse TV easy find Remote Control? RECHARGEABLE BASE STATION, PROGRAMMABLE FOR UP TO 3 ADDITIONALT DEVICES, AND EASILY LOCATABLE WHEN MISPLACED. 9. What is the function of the home plug adapter? TO OFFER A MULTIPLE- COMPUTER CONNECTIVITY SOLUTION WHEN NEITHER CABLE NOR WIRELESS NETWORKING ARE FEASIBLE IN HOME. 10. What is the function of the AT&T 3G Microcell device? TO IMPROVE AND EXTEND AT&T MOBILITY SERVICE COVERAGE INDOORS 11. What network component at the customer premises divides and combines signals from different sources running at different frequencies? SPLITTER 12. What network component at the customer premises combines multiple data streams into one signal to travel along a cable? DIPLEXER 13. What is the difference between coax and CAT5 as it pertains to the delivery of Uverse service? COAX IS AN HPNA CARRIER AND CAT 5 IS AN ETHERNET CARRIER.

SCOPE OF SUPPORT
1. What is the definition of in-scope support? RESEARCHINGAND TROUBLESHOOTING THOSE CUSTOMER ISSUES FOR WHICH YOU ARE RESPONSIBLE. 2. What is within your scope support for U-verse TV connectivity issues? RESIDENTIAL GATEWAY 3. What is within your scope of support for Uverse TV features? SETTING PARENTAL CONTROLS 4. What is within your scope of support for Uverse TV setup and operation? UVERSE REMOTE CONTROL 5. What is within your scope of support for Windows Operating System? CHECKING TCP/IP SETTINGS 6. What is within your scope of support for Mac OS? ESTABLISHING AN INTERNET CONNECTION 7. What is within your scope of support for HSIA? LAN CONNECTIVITY FOR THE RG, CONFIGURING AT&T WIRELESS ADAPTERS and TROUBLESHOOTING WEBMAIL 8. What is within your scope of support for Cvoip hardware and wiring? INSIDE WIRING FROM THE RG TO THE PHONE JACK 9. What is within your scope of support for cvoip features? CONFIGURING FEATURES, ANSWERING QUESTIONS ABOUT ONLINE ACCOUNT MANAGEMENT, HELPING WITH STAR CODES

UVERSE NETWORK OVERVIEW

1. What is one component of PSTN? SAI 2. What is the defining feature of FTTN? EXISTING TWiSTED PAIR COPPER WIRING IS USED FOR THE LAST MILE. 3. What is the defining feature of FTTP? FIBER OPTIC CABLING GOES ALL THE WAY TO THE CUSTOMERS HOME 4. What is the function of the Central Office? TO ROUTE SIGNALS TO THE CORRECT LOCATION 5. What is the purpose of encoding and decoding at the SHO? TO PUT INCOMING VIDEO CONTENT IN A FORMAT THAT CAN BE TRANSMITTED ACROSS THE NETWORK. 6. What is the function of the VHO? TO SERVCE AS THE LOCAL VIDEO DISTRIBUTION POINT FOR EACH OF THE MAJOR MARKETS AND FULL IN ATTIS DATA. 7. What FTTN network component connects the PSTN to the inside wiring in the customers home? NID 8. What FTTC network component disperses different signals to different units in an apartment building? MDU ONT 9. What technology delivers Uverse High Speed Internet and Uverse Voice to ares where VDSL is not available? IP-DSL

ESTABLISHING CUSTOMER RELATIONSHIP

1. In the Communication Model, the sender sends the message. What does the receiver do before responding? DECODES THE MESSAGE 2. When talking with customer, you want to avoid technical terms. Instead of using RG, what could you use to the customer to understand? SILVER or BLACK BOX with LIGHTS. 3. If you dont understand a customers problem, you should? ASK PROBING QUESTIONS 4. Five most important thing to our customers today are accessibility, communication, value, helpfulness and what other trait? RELIABILITY 5. What relationship skills will help you provide excellent customer skills? PERCEPTION SKILLS 6. An initial perception of you is formed within what time frame? 30 SECONDS to 4 MINUTES 7. What do you have 100% control of? YOUR ATTITUDE 8. What percentage of your phone conversations are determined by your tone? 87% 9. Which of the customer service myths is not cure if the customer continues to receive poor service? SAYING IM SORRY, MAKES UP FOR POOR SERVICE.

CRM BASICS
1. How can you access CRM? EITHER FROM THE START MENU ON YOUR PC OR FROM MYCSP 2. How do you log out CRM? SELECT LOGOUT FROM THE FILE DROPDOWN MENU 3. How do you navigate to the addition built-in systems (OMS, BIBA, ePay)through the CRM Interface? USE THE TOOLBOX PANEL ON THE LEFT SIDE OF THE SCREEN AND THE SYSTEM DROPDOWN MENU ALONG THE TOP 4. How do you locate a Customers account in CRM? CLICK THE FIND CALLER BUTTON AND THEN ENTER THE CUSTOMER PHONE NUMBER OR BAN 5. How do you view the status of a customers account in CRM? GO TO THE CUSTOMER INFO TAB and LOOK IN THE ACCT STATUS FIELD 6. What is the purpose of flashes in CRM? TO INDICATE IMPORTANT INFORMATION ABOUT THE ACCOUNT 7. How do you authenticate a Customer in CRM? USE EITHER PASSCODE or Q/A DUO.

8. How do you add a new customer contact in CRM? CLICK THE ACCOUNT INFORMATION LINK ON THE CUSTOMER INFO TAB, THEN GO TO THE CONTACTS TAB 9. What must you do in order to update Customer Information in CRM? AUTHENTICATE THE CUSTOMER 10. How do you handle suspended accounts if the customer is not requesting to make a full payment? TRANSFER THE CUSTOMER TO CREDITS & COLLECTIONS 11. How do you handle duplicate accounts? CREATE A FLASHON THE DUPLICATE ACCOUNT IF ONE DOES NOT EXIST and USE THE ACTIVE ACCOUNT FOR TROUBLESHOOTING 12. How do you create case in CRM? WFE CREATES A CASE OR PERSENTS A LIST OF EXISTING CASES FOR YOU TO CHOOSE 13. What case status is used when the case has been dispatched to queue? PENDING-CUS 14. What case status is used when the case has been dispatched to LFO? ESCALATED TO TELCO 15. How do you locate an existing case on a customers account in CRM? SELECT A CASE FROM THE LIST OF EXISTING CASES PRESENTED BY WFE

CRM ADVANCED
1. What must you do in order to escalate a call to a tier 1 ICU? CONFIRM THAT THE PROBLEM IS STILL IN SCOPE OF TIER1. 2. What must you do in order to escalate a call to tier 2 when prompted by WFE? CREATE A CRM CASE, PERFORM ALL TROUBLESHOOTING, AND VERIFY THERE IS NO OUTAGE 3. When should you escalate to collections? IF THE CUSTOMER IN TREATMENT MESSAGE APPEARS IN CRM AND THE ACCOUNT STATUS IS SUSPENDED. 4. How do you escalate AT&T Internet Security Suite (IIS) powered by McAfee Issues? CREATE A TROUBLE TICKET ON CSR ADMIN TOOL 5. WFE advises you to transfer the case to the Billing Investigation queue. How will you dispatch this? SELECT DISPATCH FROM THE WORKFLOW DROPDOWN MENU, SELECT THE QUEUE and CHECK THE HISTORY TAB FOR SUCCESS. 6. What must you do in order to dispatch a premise technician? PERFORM ALL TROUBLESHOOTING IN WFE AND CONFIRM THAT IT IS NOT A THIRD PARTY EQUIPMENT ISSUE. 7. How do you dispatch a premise technician for repair from CRM? SELECT AN APPOINTMENT WINDOW, CONTACT INFORMATION AND CLICK SAVE AND DISPATCH TROUBLE TICKET 8. How do you cancel a trouble ticket in CRM? BE THE OWNER OF THE CASE AND CLICK CANCEL TT ON THE VIEW CASE SCREEN

WORK FLOW ENGINE (WFE)

1. All of the following are performed by WFE except? COMPLETE UP-SALE ORDERS FOR NEW UVERSE SERVICES 2. All call types require the use of what tool? WFE 3. What is the preferred method o accessing WFE? CRM / CLARIFY 4. How do you determine the correct ctv codes to enter in an open clarify/crm cases when you end a call using WFE? CHECK THE WFE SUMMARY PAGE FOR CODES 5. How do you enter case/call notes in WFE that are not captured in WFE or Smartnotes? TYPE YOUR NOTES IN CRM and WHEN THE CASE IS CLOSED, THE NOTES TRANSFER TO WFE

SCANR
1. Which tool obtains real time and historical data about the entire Uverse network performance and a customers circuit performance? SCANR 2. How do you access SCANR? VIA CRM/CLARIFY or MYCSP 3. In SCANR, all of the following information is available to you on the Account Information Tab except? EXISTING CRM/CLARIFY CASE 4. What is available on the Network Map Tab in SCANR? A GRAPHICAL REPRESENTATION OF THE UVERSE NETWORK INSIDE AND OUTSIDE OF THE CUSTOMERS HOME, SHOWING STATUS AND DEVICE DETAILS 5. What is available on the Troubleshooting Issues Tab in SCANR? ANY ISSUES FOUND WITH THE CUSTOMERS SERVICE AND RECOMMENDED STEPS FOR YOU TO TAKE TO RESOLVE EACH ONE. 6. Advanced troubleshooting in SCANR may consist of all the following except: LOGGING OUTAGES / ISSUES IN THE TRACKER 7. How do you interpret SCANR test results? LOOK FOR GREEN, YELLOW AND RED 8. For the guidelines for performing port-bounce, you must do all of the following before performing a port bounce except: REPLACE THE RESIDENTIAL GATEWAY / WIRELESS GATEWAY 9. If SCANR is opened through CRM/Clarify. What tab does it displays first? WORKFLOWS 10. What specific information can you determine in SCANRS orders tab and First-RT Utility? ALL OF THE ANSWERS 11. What can you tell by looking at the SCANR screenshot on the previous slide? THE CUSTOMERS SERVICE IS CURRENTLY OUT OF SYNC BUT IT WORKED RECENTLY. 12. If SCANR is opened through CRM/Clarify it will open with the WFE tab showing first: TRUE

LISTENING EFFECTIVELY AND MULTITASKING

1. To avoid interrupting a customer, you should do what before you speak? TAKE A BREATH 2. When your customer is explaining a simple issue and has clear information, what type of listening should you use? PASSIVE 3. What can you use over the telephone to let the customer know you are actively listening? REFLECT BACK WHAT THE CUSTOMER SAID 4. Showing empathy and asking probing questions are two of the skills needed for active listening. What is the third? PROVIDE FEEDBACK 5. When you rudely interrupt an angry customer, what type of behavior are you exhibiting? REACATING 6. There are 5 levels on the anger curve. What level can you not problem solve with a customer? LEVEL 3 7. When you receive a call from an angry customer, what is the first important thing you must do? ACKNOWLEDGE THEIR EMOTIONS 8. When you are talking to a customer about a problem, you want to stay concentrated on what? FACTS 9. Which is NOT a key component of multitasking? IMMEDIATELY RESPONDING TO A CUSTOMER 10. Which type of question helps you to verify understanding? EVALUATIVE 11. The two components of effective listening are: PASSIVE AND ACTIVE LISTENING 12. When multitasking, speed should always be sacrificed for accuracy. FALSE

UVERS IPTV
1. When connecting to an HDTV set, which of the following must be done? SET UP AN RGB CONNECTION FOR EVERY TV RECEIVING HDTV 2. Where are HD profiles determined for customers who request to upgrade HDTV? OMS 3. A customer is on the UVclass11 profile. What is standard HD/SD option that customer will receive? 2HD / 2 SD

4. One type of video issue may be: NO VIDEO ON ALL UVERSE TVs 5. One of the first thing you do when working with video issues is: FIND OUT HOW MAY TVs ARE AFFECTED 6. Verify that no outage are affecting picture quality issue through: SCANR 7. You can assist customer in changing their video input selection for following: MYCSP 8. When a customer calls about volume issues, first have them check: THE REMOTE CONTROL BATTERIES 9. John has four TV on Uverse, two Samsung Plasma Tvs and 2 LG LCD. He is experiencing some volume problems on one of his Samsung Plasma TVS. How many TVs should you check for volume problems? 4 10. Where can the workaround solution for HDMI audio dropping and or popping be found? MYCSP 11. Which buttons should the customer use on the remote control to see what is playing on the other channels without leaving the show the customer is watching? ARROW BUTTONS UNDER BROWSE 12. Johns DVR is full but he wants to make sure he record the ball game tomorrow since he is out of tow n. What is the quickest way for John to record the ballgame? ACCESS HIS DVR FROM HIS CELLPHONE AND DELETE PROGRAMS RIGHT NOW 13. Customers can watch a live program while recording another program when: AN OPEN STREAM IS AVAILABLE

UVERSE HSIA
1. Which of the following is an example of a connectivity issue involving customer software? INCOMPLETE TCP/IP SETTINGS 2. What is the set of communications protocols used for the internet known as? TCP/IP 3. What is used to assign IP Address? DHCP 4. How do you help a customer find the network name for her wireless? GO TO LOCAL NETWORK/WIRELESS SETTING SCREEN ON THE CUSTOMERS RG GUI 5. All of the following are troubleshooting steps for wireless connectivity issues except? CHECK WIFI NETWORK 6. Which tool would you use to confirm the customers RG is accessing the STB? CMS 7. A Uverse care agent supports all of the following except? CAN CONNECT, BUT BROWSER NEEDS TO BE REINSTALLED 8. Ensuring the never dial a connection option is selected, is an example of what kind of troubleshooting? CHECK DEFAULT PROXY SETTINGS 9. Before accessing a customers account in Yahoo AMT. What must you do? OBTAIN CUSTOMERS PERMISSION 10. AT&T supports which of the following Email Accounts? AT&T WEB MAIL 11. Which of the following OS is supported for troubleshooting wireless connectivity? WINDOWS 7 12. Robert has a pc that uses..from the list of available networks? HE TYPES IN THE ENCRYPTION KEY FOR HIS PERSONAL NETWORK

UVERSE CVOIP
1. For Uverse cvoip troubleshooting, what should you always do first? CONFIRM THE CUSTOMER USES THE UVERSE CVOIP SERVICE 2. To determine if a customer has uverse voice service, you can check which section of SCANR ? ACTIVE SERVICES 3. If bypassing the inside wire loop, by plugging the phone on the RG, resolves the customers issue, then there is a problem inetc: THE CUSTOMER INSIDE WIRING 4. Use SCANR Tool and check tests to determine which of the following? ALL ANSWERS ARE CORRECT 5. Bandwidth, latency, and jitter may affect which of the following? VOICE QUALITY 6. Customers can access their call history log from Uverse TV and which of the ff? UVERSE PORTAL 7. You should try all of the following before escalating a voicemail issue except? UNLOCK VOICEMAIL BOX IN SCANR USING VOICEMAIL UNLOCK ONLY UTILITY 8. If a customer installs a new Home Alarm or upgrades an existing Home Alarm and has issues AFTER voice Installation, you should? AFTER THE CUSTOMER CONTACTS THEIR ALARM COMPANY, A TECHNICIAN WILL BE NEEDED TO PROPERLY WIRE THE HOME 9. All of the following are true of Uverse voice battery backup? IT CAN TAKE MORE THAN 2 DAYS TO CHARGE A FULLY DEPLETED BATTERY. 10. All Uverse voice issue deals with which of the ff? PHYSICAL ADDRESS IS NOT TIED TO PHONE NUMBER

UVERSE IP-DSL
1. Which consumer IP-DSL speed tier must be FTI? 18mbps 2. Residential customers now ordering IP-DSL High Speed Internet will be shipped: MOTOROLA NVG510 3. What are the three simple steps when troubleshooting Uverse HIS CPE according to the installation guide? (Check all that apply) CHECK YOUR CONNECTIONS, POWER DOWN POWER UP, WAIT FOR THE BLINKING INDICATOR LIGHTS 4. The CO SELT tool is used for: VERIFYING IF THE CO WIRING IS COMPLETED 5. For general IP-DSL email or intermittent troubleshooting you should use: WFE 6. The Motorola 2210-02-1ATT has ___diagnostic LEDS. - 5 7. When troubleshooting the Motorola 2210-02-1ATT in ready state the Power, Ethernet, DSL and __LEDs should be____. INTERNET AND SOLID GREEN 8. The modem remained in the POST position for over 50 seconds you should: SWAP THE MODEM 9. Which of the following is true of IP-DSL? ALL OF THE ABOVE 10. Which of the following is NOT true of IP-DSLAM? UTILIZES PPPoE AUTHENTICATION 11. If the 2701 is unable to authenticate. THE INTERNET LED IS RED.

OUTAGES
1. Sytem outages typically affect: TOOLS USED BY TECHNICIAN SUPPORT AGENTS WHILE ASSISTING CUSTOMER 2. Which of the following is an example of a System Outage? WFE GOES DOwN FOR ALL AGENTS 3. Which of the following is an example of Network Outage? HIS FOR INDIANAPOLIS GOES DOWN 4. From the list below, choose the one source who can instruct you to tell a customer of an outage: WORKFORCE MANAGEMENT PERSONNEL 5. Who provides you with the repair time frame for an Outage? USPOC