# 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

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## 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

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## 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

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## 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.