Agent Verification Tool
MyCSP
TORCH
myAT&T Zone
Expresspay
OPUS
TS&R
SOA
Device Support
MST
Customer Service Summary (CSS)
E.N.D.
Geolink
Syniverse
Customer Snapshot
Clarify
Telegence
Metcalf
Apple Support Tool
FAN Search Tool (FaST)
Tool used to resolve device and service/network issues - automatically identify and fix some issues directly within the workflow.
Used to look up FANs and research contract information (i.e. discounts, waivers) for CRU/IRU customers
Sales tool that provides quick access to info about products, services and rate calculators.
Used to view the customer’s account at a glance as well as view previous interactions (within last 30 days) regardless of channel
Used to assist customer with their online account or through the myatt app
Tool used to correct a LRN mismatch
Summary of customer's service generated by customer care when changes are made to the account (i.e. adding/deleting features or changing rate plan)
Used to create orders for equipment and SIMs for customers as well as make changes to rate plans, features and viewing bills.
Used to verify an agent or COR rep
A customer-facing self-service tool that provides guided instructions for using the most popular features of phones, tablets, and wearables sold by AT&T.
Primary resource for policy & procedures
Ability to make payments, setup autopay &payment arrangements, research payments,etc.
Provides helpful information in troubleshooting inter-carrier text messages.
View coverage, cell towers, outages, store and payment locations
Used to verify callers, note accounts, create cases as well as access various tools.
Used to troubleshoot various issues with the network (i.e. voice, data, messaging)
Tool that handles the routing, messaging protocol and reformatting necessary to complete delivery between wireless carrier networks. Also looks for mobile to mobile errors between AT&T and other domestic carriers.
Tool used to provide the status of major network outage notifications
Tool used to run specific diagnostic tests when troubleshooting Apple devices
Billing System used to manage accounts
