CSR Friendly


Unique Software Architecture


Our unique software architecture provides unparalleled user friendliness and error free operation, with immediate, multiple screen activation across services.

Our leading edge software architecture enables your CSRs to answer any question from a subscriber, with at most, one additional click of a mouse. Never again will your CSR’s have to page through multiple screens to find the information they require. Your CSR response time and customer service will dramatically improve. Utilizing a ‘hub and spoke’ architecture, the CSRs can move out from the main subscriber or unit display and retrieve any information, create work orders and service calls, take payments, look at the credit history and much more, simply by clicking on the appropriate command key. Subscriber response time is greatly improved.

Subscriber Inquiry Screen

A wide variety of tasks can be performed by accessing the Subscriber Inquiry Screen by one simple click of a mouse. The result is a much faster response time with subscribers. The CSR will not have to scroll though multiple screens to reach the desired information. CSRs can access further screens from the Subscriber Inquiry Screen with, at most, one more click of the mouse.

The More Info (F24) function key brings the CSR to the following areas:

A = Rate Schedules
B = Campaigns
C = PAC History
D = Credit Card History
F = Residence History
G = Internet Options
H = Contract Detail
K = Post Dated Cheque
L = Pay Per View Log
M = Service Summary
T = Telephone System
X = Final Notice Add.
V=VOD Purchase History
W = PPV Inquiry
Y = PPV Purchase History


Subscriber Inquiry Screen


Subscriber Inquiry Screen

The Subscriber Inquiry Screen contains subscriber personal data such as his/her name / address / home and business phone number / spouse’s name. It also contains all the information regarding his account with the cable company: account # / billing frequency / rate schedule / charge date / 1st date on the system / last date and amount of payment—etc. And from this screen, you can access a host of other information about the sub e.g. W/O’s and Service Calls, credit history, inventory in his possession…etc. This allows the Customer Service Representative to quickly review all the data the system maintains for each subscriber, while the subscriber is on the phone. Your CSRs will never again have to put a subscriber on hold to check the archives – it’s ALL on-line and instantly available.


The System logs all changes made to a subscribers account. The screen will list, in reverse chronological order, the date and time of the modification, the user making the modification, and the action that was performed to modify the particular subscriber’s data.

Illuminated tabs, highlighted in red, informs the CSR there is information concerning the subscriber’s account they should view while speaking to the subscriber. It is extremely easy to create notes about the subscriber, and all notes are permanently retained by the System, and it is very easy to access any note. The note will display the message as well as who made the note and when it was made.

The Credit History tab will display the Subscriber’s entire credit history, no matter where they have ever lived on your system. No history is purged. All the accounting information always stays with the subscriber.

Clicking on the Work Order / Service Call tab will bring the CSR to the heart of the RR System, our world class Work Order Program. The creation of a work order is done interactively while the subscriber is on the telephone. When the CSR selects the command key to create a work order, the system will automatically determine whether this is a new subscriber, new unit, a disconnect, reconnect or a change of service. When confirmed, the System will display the Work Order screen with all pertinent information about the subscriber and all services at the unit. The fact the RR System determines the status of the subscriber and unit eliminates many data entry problems by the CSR, so common with competitive products where the controls are just not there.

The CSR enters the desired services and the System will automatically calculate the monthly rental, prorations, installation charges, security deposit, the amount to be collected from the subscriber and determine the next available time the technician will be able to perform the service.


Unit Inquiry Screen


Unit (House, Address) Inquiry Screen

The System maintains a completely separate relational database for the units. As is the case for subscriber inquiries, all information for the unit itself is permanently retained; no data is ever purged.

Complete Unit information can be accessed with no subscriber information necessary.
The unit inquiry screen allows the CSR to review all the data the System has for a particular unit by keying in the address or tag number. If there is no specific unit on file, the System will display a screen, listing all units, beginning with the address entered. The correct unit can then be selected from the list if the unit exists in the system. The unit can also be accessed through the subscriber inquiry screen.
The CSR can quickly review all the data the system maintains for each unit. The System permits a search on all work orders, all service calls and the plant information identified for the unit.

All unit notes, all directions to the subscribers house, all work orders, all service calls, every subscriber who has lived at this address, all are instantly available with a single keystroke.

The Unit Inquiry Screen contains information such as grid map position for the unit, unit tag number, all work orders and service calls that have ever been created for the unit, all special notes, last three subscribers who lived previously at the unit and more.

From the Unit Inquiry Screen, with ‘ One click of a mouse‘ CSRs can Display Community Notes, Create a Service Call, Display Work Orders, Display Inventory, Update Units Data, Access Subscriber Inquiry Screen, Access Unit Directions, Access Unit’s Notes, Signal Level Inquiry, See Miscellaneous Notes, See Community Notes.


Subscriber / Unit Search Screen


The CSR must be at the Subscriber / Unit Search and Inquiry Screen in order to be able to search for a subscriber or a unit on the system. Performing the proper search will take the CSR to the Subscriber (or Unit) Inquiry screen. The Inquiry screen, contains all the information that is on file for the subscriber (or unit) you are inquiring into.

A telephone system interface allows the use of ANI (Automatic Number Identification, Caller ID), to automatically bring the subscriber’s information to the screen on the CSRs terminal, when the subscriber calls from their home or business number. Additional hardware is required for this feature.
There are a total of 17 different ways to search for a subscriber.

CSRs can reach the subscriber data screen many ways, depending on what information is available: from the subscriber’s full or partial name, spouses name, address, telephone number, account number, tag number, inventory item s/n, credit card number, drivers license or other ID’s, even from a special billing name or address. If a unique match is not found, the System will display a screen, listing all subscribers, beginning with the name entered. The correct name can then be selected from the screen if in fact the person is already a subscriber.
If there is a direct hit on the subscriber, the Subscriber Inquiry screen will appear.

The Subscriber Inquiry Screen contains subscriber personal data such as his/her name / address / home and business phone number / spouse’s name. It also contains all the information regarding his account with the cable company: account # / billing frequency / rate schedule / charge date / 1st date on the system / last date and amount of payment—etc. And from this screen, you can access a host of other information about the sub e.g. W/O’s and Service Calls, credit history, inventory in his possession, etc. This allows the Customer Service Representative to quickly review all the data the system maintains for each subscriber, while the subscriber is on the phone. Your CSRs will never again have to put a subscriber on hold to check the archives, it’s ALL on-line and instantly available.