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Welcome to Telgoo5 Support

Features- CSR Guide

Checking Customer Features

  1. Locate the Customer: Enter the customer's name, MDN, or account information into the Search Customer bar at the top of the dashboard and press Enter.

  2. Access the Quick Links: Once the customer record is open, look at the Quick Links panel located on the right-hand side of the screen.

  3. Open Features Module: Click on Features (PC92). This will direct you to the "Features and Services" management screen.
  4. Load Current Features: Once you are on the features screen, click the blue Load Features button.
  5. Review the Results:
    • The system will display a list of all active features or services currently enabled on that specific subscriber's account.

  • Query HLR 
    1. Verify Active Status: Confirm if the phone number is active and correctly provisioned on the carrier's network.
    2. Troubleshoot Connectivity: Determine if a device is having issues connecting to the network (e.g., if a customer says they have no service, a Query HLR can show if the carrier sees the device as "Active," "Suspended," or "Roaming").
    3. Confirm Provisioning: Ensure that all the services (like voice, data, or text) attached to that SIM/MDN have been correctly communicated to the carrier's core network.
  • Reset Voicemail Password
    1. Customer Lockout: It is most commonly used when a customer has forgotten their voicemail PIN and is unable to access their messages.
    2. Security: If a customer believes their voicemail has been compromised, you can reset the password to prevent unauthorized access.
    3. Troubleshooting: Sometimes, resetting the password can clear "stuck" or corrupted voicemail profiles that are preventing the system from functioning correctly.
  • Resend OTA
    • Network Setup: If a customer can make calls but cannot access data or send MMS, it often means the device hasn't correctly downloaded the APN (Access Point Name) settings. An OTA push forces the phone to update these configurations.
    • Device "Glitch" Resolution: Sometimes, after a plan change, a SIM swap, or moving to a new area, a device fails to register with the correct network parameters. Resending the OTA helps "handshake" the device back with the carrier's towers.
    • Feature Activation: If a user recently added a new service that requires specific device configuration, an OTA update ensures the device is aware of and can utilize that new feature.
  • The remainder of the features are tied to the actual plan features. To activate them, you would need to ensure that they are included on the plan at a carrier level. If a feature is not active that needs to be or the customer requests it, you will need to contact your admin or project manager for further assistance BEFORE activating the feature.

  • If no features are currently assigned, the system will display a message stating: "No features or services listed for customer's account in Telgoo5."