TELUS Business Solutions

Basic Voice AB & BC (SBS & Complementary Channel)

Scope and Limitation

TI SBS Voice team provisions requests for installs, outs, moves, adds & changes for single &
multi line customers for small business & dealer channels. This team caters to small, medium &
large business customers excluding Eastern accounts. They also receive & process requests to
order equipment & book technician time.

TI SBS Voice is further subdivided into Centrex, PRI & ADSL.

They will eventually be on a queue answering inbound calls from customers, sales & dealers.
Majority of the time the agents will be provisioning orders.

Supported Sub-Segments

 SBS AB BC
 Emerging AB BC
 Major AB BC
 Enterprise AB BC

Not Supported Sub-Segments

 SBS East
 Emerging East
 Major East
 Enterprise East

Tasks

 Pull orders via KANA email application, escalated orders, and work list assigned by the
Team Manager.
 Pull orders via ITOCS application from dealers.
 Investigates/verifies all information in the KANA request/ITOCS request, Humboldt &
CRIS before creating a CRIS order.
 Process I, O, C, D, P, O & I, and F & T orders in CRIS
 Processes MAC orders in SIMS to order equipment, book technician time & enter
surcharge codes to bill labour charges, visit charges an/or delivery charges.

Systems Used

 KANA
 ITOCS
 CRIS 3
 SIMS
 SOECS
 Humboldt
 ICCD

Contact Information

KANA Queue : Small AB & BC Voice Orders