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