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Originally Posted by justamin
Nope, the call was cancelled, therefore there was no call, it won't show up as a no show....
A no show only shows up on icom's if the Tec had the call in his I D and didn't show up...
All Tec calls have to be assigned to a Tec or in a pool waiting to be assigned..
So IF the fault was fixed before the Tec got the job or even after it was assigned to him then cancelled off it still will not show up as a no show..
yep it sucks...
Office staff are now teflon covered as nothing ever sticks to them...
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This issue is in "ntl Billing and Installation" so I would assume from this that the customers account is not held on ICOMs so any information you have given as to how the fault job would show on the system is incorrect.
The last line stating they are now an ex-NTL customer would also give away that it is not on ICOMS.
There should still be a record on the customers account of them calling to book a fault tech to come out. This has to be there and recorded as this is a contact from the customer to the company and therefore as with every call should be noted on the account to build up an accurate fault history.
If this call was closed as part of an "outage", faults despatch should technically contact the customer to ensure that their issue has been resolved before cancelling the job.