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+# DNA Communications — MDU Call Handling Guide
+
+**Purpose:** Provide after-hours, overflow, and internal call handlers with the correct property-specific offer and intake instructions for DNA Communications MDU campaigns.
+
+## White Oaks Apartments
+**Dedicated DID:** 815-561-7133
+
+**Service:** Fiber internet
+
+**Packages**
+- 300 Mbps — $40/mo
+- 500 Mbps — $45/mo
+- 1 Gig — $50/mo
+- 1.2 Gig — $100/mo
+- 1.5 Gig — $120/mo
+
+**Offer Terms**
+- Free installation with 12-month agreement and autopay
+- Price guarantee available for up to 5 years
+- Offer applies to White Oaks Apartments
+
+**Call Handling**
+- Confirm service address and unit
+- Confirm requested speed/package
+- Collect caller name and callback number
+- Note that the lead came through the White Oaks DID
+- Escalate technical or eligibility questions to DNA Communications staff
+
+---
+
+## Grand Victorian
+**Dedicated DID:** 815-217-0263
+
+**Service:** Internet and phone service delivered through the facility's existing in-building wiring
+
+**Packages**
+- Internet — $55/mo
+- Phone — $35/mo
+- Internet + Phone — $65/mo
+
+**Internet Speed**
+- 50 Mbps download
+- 10 Mbps upload
+
+**Phone Service**
+- Unlimited calling within the U.S. and Canada
+- Applicable phone taxes/fees may apply
+
+**Important**
+- Do **not** describe the resident service as fiber internet.
+
+**Call Handling**
+- Confirm service address and unit
+- Confirm requested service: Internet, Phone, or Both
+- Collect caller name and callback number
+- Note that the lead came through the Grand Victorian DID
+- Escalate technical or eligibility questions to DNA Communications staff
+
+---
+
+## Countryside Village
+**Dedicated DID:** 815-561-7002
+
+**Service:** Internet and phone service delivered through the property's existing in-building wiring
+
+**Packages**
+- Internet — $55/mo
+- Phone — $35/mo
+- Internet + Phone — $65/mo
+
+**Internet Speed**
+- 50 Mbps download
+- 10 Mbps upload
+
+**Phone Service**
+- Unlimited calling within the U.S. and Canada
+- Applicable phone taxes/fees may apply
+
+**Important**
+- Do **not** describe the resident service as fiber internet.
+
+**Call Handling**
+- Confirm service address and unit
+- Confirm requested service: Internet, Phone, or Both
+- Collect caller name and callback number
+- Note that the lead came through the Countryside Village DID
+- Escalate technical or eligibility questions to DNA Communications staff
+
+---
+
+## General Call Handling Rules
+1. Use the dedicated DID to identify the associated MDU campaign.
+2. Confirm the caller's property address and unit before quoting pricing.
+3. Quote only the pricing assigned to that property.
+4. Collect the caller's name, callback number, unit number, and requested service.
+5. Clearly identify the property name in any lead, ticket, or follow-up note.
+6. Escalate technical, billing, or eligibility questions when the answer is not explicitly covered above.