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The Wisp
Internal support hub for The Wisp — Powercode billing + VPN access + ticketing workflow + transfer procedures.
Tampico, IL 61283
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Billing (Powercode)
- Standard Powercode Billing.
- Unless there is an open ticket that says otherwise, we can set a Temporary Grace Period in the billing tab to turn a customer back on until the next business day.
- Advise that billing will reach out to work with the customer on getting caught up.
Special Procedures + Ticketing
- Resolved calls can be submitted as call logs, or have the ticket marked as resolved.
- User: Assign to Doug Carlson or John W
- Group: Unclaimed Customer Service Tickets
- Category: Select the most appropriate category.
- Type: Select the most appropriate type.
Transferring calls + credentials
Transferring Calls to Tech
1) Place customer on hold
2) Call the tech using the correct call-out code and number ( 0990 + “1” + [tech’s phone number] )
3) Confirm you can transfer the customer or get the correct info needed for the call
4) Transfer the call to the tech or give the customer the message
5) Make sure this is noted in your ticket or placed in a call log
Tech Transfer Numbers
NOTE: Mike, Andrew, and Adam are no longer with the company.
Mike Sigel – (815) 982-2176
Andrew Johnson – (815) 982-2173
John W – (815) 982-2174
Garret L – (815) 982-2175
Adam Johnson – (815) 982-2666
Radio Login Info
Username: WISPAssist
Password: YellowMelon4!
or
UISP CPE’s
Username: admin
Password: Thewispxx!
Email password reset
Email Password Reset
1) Log in to https://portal-3170.everyone.net/portal using the credentials stored in Bitwarden
2) Click “Go to mail manager” (Top-right corner)
3) Search for the user
4) Click on their email address
5) Generate a temporary password and give it to the end-user
6) Advise them to log into their webmail and update their password to whatever they would like
Scribes & Reference Procedures
Scribe scripts, call flows, and mini-procedure references for The WISP
Billing
- Standard Powercode Billing.
- Unless there is an open ticket that says otherwise, set a Temporary Grace Period in the billing tab to turn the customer back on until the next business day.
- Advise that billing will reach out to work with the customer on getting caught up.
VPN Needed or Available
- Windows VPN is needed to remote into the CPE.
Managed Routers / Support
- Mikrotik Routers.
Sales Leads
- Check for coverage with the form in Powercode.
- Use the “Tier 1 – New Service Inquiry” template for sales leads.
MAC Filtering
- MAC Filtering is not enabled.
Ticketing Info
- Resolved calls can be submitted as call logs, or have the ticket marked as resolved.
- User: Assign to Doug Carlson or John W
- Group: Unclaimed Customer Service Tickets
- Category: Select the most appropriate category.
- Type: Select the most appropriate type.