Procedure - add iQ functionality to an STB Multiroom

Contents

1. Description
2. Rules
3. Tasks

1. Description

Follow this procedure when a customer wants to add iQ functionality to an STB (Set Top Box) Multiroom. iQ functionality includes: recording, access to existing recordings, On Demand downloads. 
Note: iQ5 and iQ4 STBs can still stream without iQ functionality.

2. Rules
No upgrades with an overdue balance
If the account has an overdue balance, the customer must pay the outstanding balance before an upgrade can be processed.

3. Tasks

3.1 Add iQ functionality
3.2 Confirm the order

3.1 Add iQ functionality

1. On the Account Summary screen, confirm whether the customer has an overdue balance.

If...	Then...
the customer has no overdue balance	continue below.
the customer has an overdue balance and can pay the amount in full	Take a payment (see Zendesk Procedure - take a payment) from the customer over the phone. Continue below.
the customer has an overdue balance and cannot pay the amount in full	advise the customer that they cannot add iQ functionality while their account is overdue, and they will need to call back once their account is paid.   End of procedure.

2. On the CORE side menu, click Change Options.
3. Click the Equipment tab.
4. Select the STB (Set Top Box) the customer wants to add iQ functionality to.
5. Click the Upgrade to iQ Functionality radio button.
6. Click Review Order.
7. Click Confirm Order.

Go to task 2.

3.2 Confirm the order

1. Confirm the order details with the customer and click Confirm Order.

Note: If the order details are not correct, click Cancel and re-raise the order.  
 

2. Read the Change Summary to the customer and confirm whether they wish to proceed with the order.
3. Select the Script read and customer consent received radio button.

Note: If you are unable to read scripting or send the email, select the Script not read or consent no received and email not sent radio button and select the appropriate reason from the drop-down list.  
 

4. Click Complete and Send email.
5. Click OK to return to the Account Summary screen.
6. Once the order is complete, Refresh the account and confirm with the customer that the iQ recording functionality is working.
7. If it is not working, transfer the customer to the technical support team.

End of procedure.

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