1. MBS ENHANCEMENTS AND CUSTOMER COMMUNICATIONS Bonnie Faulkner

2. HIGHLIGHT REVIEW – DID YOU KNOW?

3. In an effort to streamline the MBS application, we have added some bells and whistles in 3.70 production -- lets review. Added Task Management Calendar icon for quick and easy view of available calendar slots for your workforce. Also available on install wizard screen. CUSTOMER CARE –DID YOU KNOW? 3

4. Added NLAD (National Lifeline Account Database) icon to the subscriber level and the service level for landline services. CUSTOMER CARE – DID YOU KNOW? (CONT) 4

5. Added DID/DOD Service Numbers icon, for those customers who use Direct Inward Dial/Direct Outward Dial number groups, at the subscriber level and the service level. CUSTOMER CARE – DID YOU KNOW? (CONT) 5

6. Added iPad icon for context menu. Added floating Event Notification. CUSTOMER CARE – DID YOU KNOW? (CONT) 6

7. Email History added to the Subscriber screen. Also displayed in the inbox for E-Care customers. CUSTOMER CARE – DID YOU KNOW? (CONT) 7

8. Company actions available for generic services. Account group/manager functionality. Name added to Usage listing in Customer Care and E- Care (Usage Analysis). Relax phone number validation rules for ported numbers. JUST A FEW MORE FOR CUSTOMER CARE 8

9. Additional Information icon available on Plant and Trouble screens. PLANT/TROUBLE – DID YOU KNOW? 9

10. Circuit ID can be modified. User IDs for Trouble can be moved to the top of Assigned To and Cleared by drop down list. Suppress Related Trouble Ticket print list on trouble ticket. New field for trouble tickets called: Last Information Note. PLANT/TROUBLE – DID YOU KNOW? (CONT) 10

11. New View Map button added to show plotted trouble tickets on a map. PLANT/TROUBLE – DID YOU KNOW? (CONT) 11

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13. CUSTOMER COMMUNICATIONS

14. Purpose Customer Communications will allow companies to build a custom message template (with replaceable tokens), and have that custom message sent as an email or an E-Care inbox message to a subset of their subscriber base using the QRT applications. CUSTOMER COMMUNICATIONS 14

15. How To We will use 2 screens in the Configuration application to create our email message template: System Message Template Category System Message Template CUSTOMER COMMUNICATIONS 15

16. Use QRT to create the list of customers to receive our email template. Click New on the QRT main screen. On the Query Details screen, select Email Campaign as the Use. CUSTOMER COMMUNICATIONS (CONT) 16

17. Create your customer list based on one of the categories/views. CUSTOMER COMMUNICATIONS (CONT) 17

18. We will send our email announcement to all of our Active Internet subscribers with email addresses. CUSTOMER COMMUNICATIONS (CONT) 18

19. The email template is associated with our query on the User Query Details screen. To see the list of customers you have pulled in, execute the query. CUSTOMER COMMUNICATIONS (CONT) 19

20. To preview the email before sending: 1.Click Email Preview on the QRT main screen. CUSTOMER COMMUNICATIONS (CONT) 20

21. To schedule the query to run and send the emails : 1.Select the query. 2.Right-click in the User Query Schedule list to display the shortcut menu and click New. CUSTOMER COMMUNICATIONS (CONT) 21

22. 3.Verify the schedule details, update them as needed and click Save. CUSTOMER COMMUNICATIONS (CONT) 22

23. Here is a sample email from a query that ran as scheduled: CUSTOMER COMMUNICATIONS (CONT) 23

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