# CF

=CONCATENATE("cci:";A12;"|| ver: ";A30;" || cpni: ";A35;" || resol'n: ";A13;" || offer/s: ")

>CALLER CONCERN<

>CALL RESOLUTION<

>TELNO / ACCT#<

>CX NAME<

>CBR<

>SRVC ADD<

>MISC: cb date/at&t svcs/OR#/etc...<

>calltime start<

>calltime end<

=CONCATENATE(" [";UPPER(A3);"] ")

=CONCATENATE(" [";UPPER(A4);"] ")

=CONCATENATE(" [";UPPER(A6);"] ")

Hi my name is CLARK, how may I help YOU today?

>[0] Ghost Call : [1] Happy CX : [2] Unhappy CX : [3] Call to Buy : [4] New Service Inquiry : [5]Existing U-Verse CX<

=IF(A16=0;"I'm sorry I cannot hear anyone from the other line, if somebody can hear me please give us a callback at 1800-288-2020 I'll be releasing this call now, thank you for calling at&t.";IF(OR(A16=1;A16=2;A16=3;A16=4;A16=5);"---";"I'm sorry I cannot hear anyone from the other line, if somebody can hear me please give us a callback at 1800-288-2020 I'll be releasing this call now, thank you for calling at&t."))

=IF(OR(A16=0;A16=2;A16=3;A16=4);"---";IF(A16=1;CONCATENATE("I'll be happy to assist YOU with ";A12;". Here's what I'll do I'll pull up your account and make sure that YOUR ";A12;" is (answered/processed) accordingly, be rest assured that by the end of this call we have resolved this issue, or if it's really needed I'll connect YOU with an at&t specialist who specifically handles this concern. Will that be OK with YOU?");CONCATENATE("I'll be happy to assist YOU with ";A12;". Here's what I'll do I'll pull up your account and make sure that YOUR ";A12;" is (answered/processed) accordingly, be rest assured that by the end of this call we have resolved this issue, or if it's really needed I'll connect YOU with an at&t specialist who specifically handles this concern. Will that be OK with YOU?")))

=IF(OR(A16=0;A16=1;A16=3;A16=4;A16=5);"---";CONCATENATE("I apologize for the inconvenience";A12;"had provided you. I understand what you're feeling. Let me go ahead and pull up your account so that I can process this concern the soonest possible, or if really needed correctly connect you with our at&t specialist who handles this concern specifically."))

=IF(OR(A16=0;A16=1;A16=2;A16=4;A16=5);"---";CONCATENATE("I'll be happy to";A12;", let me make sure that the service is available, and if it is. I'll make sure to set you up wit the best package that will suit your needs."))

=IF(OR(A16=0;A16=1;A16=2;A16=3;A16=5);"---";CONCATENATE("It is my pleasure to provide you information regarding";A12;". Let me pull up my resources and make sure to provide you accurate information regarding";A12))

=IF(OR(A16=0;A16=3;A16=4;A16=5);"---";IF(A16=1;"May I have your phone number starting with the area code first? (Or your account number?)";"May I have your phone number starting with the area code first? (Or your account number?)"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"Do you have an existing account with at&t?")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";">Enter Y[1] or N[0]<")

=IF(OR(A16=0;A16=1;A16=2;A16=5;A24=0);"---";IF(A24=1;"May I have the account number for that service.";"---"))

=IF(A16=0;"---";IF(A16=1;"May I have your first and last name? (Could you spell out your last name, so that I can input it properly on my tools here.)";"May I have your first and last name? (could you spell out your last name, so that i can input it properly on my tools here.)"))

=IF(OR(A16=0;A16=1;A16=2;A16=3;A16=5);"---";"May I have the best phone number where I can reach you at, if ever our call get disconnected.")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"May I have the address where this service will be installed?")

=IF(OR(A24=0;A16=0);"---";IF(OR(A16=1;A16=2;A16=3;A16=4);CONCATENATE("To fully verify the account Mr/Ms";A14;" could you please provide (passcode / last 4 ssn / cx code / last payment made/ ld # dialled / driv. lic.)");a26concatenate("To fully verify the account Mr/Ms";A14;" could you please provide (passcode / last 4 ssn / cx code / last payment made/ ld # dialled / driv. lic.)")))

=IF(OR(A24=0;A16=0);"---";IF(A16=1;">verifier<";">verifier<"))

=IF(OR(A16=0);"---";IF(A16=1;">U-Verse Avail[1] , Acct[2], N[0]<";">U-Verse Avail[1] , Acct[2], N[0]<"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=1);CONCATENATE("Mr/Ms";A14;"congratulations you are on one of our premier service area. So, let me go ahead and connect you to a specialist who can take care of your concern today. Mr/Ms";A14;"for future reference you can call our toll free number 1800-288-2020 and follow the prompt for the desired department. May I place our call on hold as I connect you to our specialist?");"---"))

=IF(A16=0;"---";IF(OR(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=2);A16=5);CONCATENATE("Mr/Ms";A14;"congratulations on having our premier service. Let me go ahead and connect you to our u-verse specialist to assist you as soon as possible. Mr/Ms";A14;"for future reference you can call our toll free number 1800-288-2020 and follow the prompt for the desired department. May I place our call on hold as I connect you to our specialist?");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=0);"Under federal privacy law, it is your right and our duty to protect your account information. May I use your information during this call to discuss products offered by at&t companies? Your decision will not affect your service. [enter y,n,perm, dend below]";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=0);">cpni<";"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=4;A16=5;A31=1;A31=2;A24=0);"---";CONCATENATE("Do we";A12;"on this address?(look at CCS address)"))

=IF(OR(A16=0;A16=1;A16=2;A16=4;A16=5;A31=1;A31=2);"---";CONCATENATE("Just in case our call get disconnected Mr/Ms";A14;" could you please provide a good can be reach number?"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=0);CONCATENATE("Mr/Ms";A14;"I want to ensure that YOUR concern on";A12;"is handled properly today. Let me go ahead and make a quick review on YOUR account so that I'll be able to provide YOU (the information/assistance) YOU require. You may hear a moment of silence as I do this task, but feel free to call my attention if you have any other concerns.");"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";">Not Available [0] ; U-Verse Avail [1] ; Service Available [2]<")

=IF(A39=0;CONCATENATE("Mr/Ms";A14;", as much as we would ike to provide you the";A3;"our system shows that it is not available in the area and for sure that AT&T is doing its best to expand service coverage and that includes you area.");"---")

=IF(A39=1;CONCATENATE("Mr/Ms";A14;"congratulations you are on one of our premier service area. So, let me go ahead and connect you to a specialist who can take care of your concern today. Mr/Ms";A14;"for future reference you can call our toll free number 1800-288-2020 and follow the prompt for the desired department. May I place our call on hold as I connect you to our specialist?");"---")

=IF(A39=2;CONCATENATE("Mr/Ms";A14;", i'm happy to infom you the service is available, i'll be asking you a few questions to ensure you are getting the best value for your services.");"---")

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2)=1;A31=0);"[Look for RESOLUTION about CX'S CONCERN. Open CCS for UPSALE.]";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);CONCATENATE("(Mr/Ms";A14;"I appreciate YOU staying on the line, I'm still intently working on";A12;"I would like to ask for another minute or two, will that be ok?)");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);CONCATENATE("(What I'm doing right now Mr/Ms";A14;"I opened a tool that allows me to review details";A12;"it searches through a complex database, so that we could provide YOU accurate and detailed information. I'll be providing you updates on where we are on your concern. So, may I put you on hold again for a minute or two, will that be ok?)");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);"[Provide Call Resolution]";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);">Transfer Y[1] or N[0]<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);">Enter Dept. Name:<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;A47=1);CONCATENATE("Mr/Ms";A14;"after working on YOUR concern";A12;"my system tool right now prompts me to connect you to our at&t specialist who specifically handles this concern. (i'll be connecting you as soon as possible but first i would like to ask a couple of questions just to ensure that you get the best value for your services.");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;A47=0);CONCATENATE("Mr/Ms";A14;"I'm glad that I was able to take care of";A12;". i'll be asking you a few question to ensure that you are getting the best value for your services.");"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"DirecTV Questions?")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"What are your favorite programs? What type of programming does your family like to watch? What premium channels do you subscribe to? How many TVs do you have? Any of them HD? Do you go out often and missed programs you love to watch?[insert to notepad answers]")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";CONCATENATE("Based on what you told me. I recommend our [if with HD] Choice Ultimate which can come with the Whole Home DVR service, which means that you can get most out of your HDTV, plus enjoy watching over 200+ channels all in an affordable price of $";A355;" Let's set this up for you today?"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Tell me who is your TV service provider? How much is that? How many channels are you getting? Who watches TV most in your household? What do (you/they) like to watch? How many TVs do you have? Are any of them HD?";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Service Provider Name<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Service Price<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Channels<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Watcher/s<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Programs<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of TVs<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of HDTVs<";"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"HSI Questions?")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"What are you planning to use this internet for: emails, download music or movies, games? How many laptop do you have? How many desktops? How many people would be using this internet? How many devices do you want to connect to the internet like Ipad, xbox, etc.? [insert to notepad answers]")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";CONCATENATE("Based on what you told me. I recommend our Elite Package with 6Mbps, that is 6Mbps dedicate line what this means to YOU is that you don't share that speed with any other customers in the communty, which translates to faster download speed all for the price of roughly $";A329;" Let's set this up for you today?"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Tell me who is your Internet service provider? How much is that? What speed is it? Who uses the internet most in your household? What do (you/they) like to do on the internet? How many computers do you have? Are any of them Laptops?";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI Service Provider Name<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI Price<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI Speed<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI User/s<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI Uses<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of Computers<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of Laptops<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Tell me who is your Cellphone service provider? How much is that? How many minutes do you get? Who uses the cellphone most in your household? Besides talking what do (you/they) like to do on (your/their) cellphones? How many lines do you [have/need]? What kind of phone (do you have/are you looking for)?";"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"Cellphone Questions?")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"Will you be using this cellphone for business or personal use? Besides calls, what else will you use the cellphone for.. text, internet, pictures? What kind of cellphone would you love to have? Does your family already has a cellphone? If yes, how many minutes do you get? How many lines would like to have? [insert to notepad answers]")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";CONCATENATE("Based on what you told me. I recommend our... Let's set this up for you today?"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Cellphone Service Provider Name<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Cellphone Price<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of Minutes<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Cellphone User/s<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Cellphone Uses<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of Lines (Needed/Have)<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Phone Types<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Let's review what we talked about to make sure I understand your situation;";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("Mr/Ms";A14;" you said your TV service provider is [";A55;"] and you pay [$";A56;"] for [";A57;"] channels. [";A58;"] usually watch [";A59;"]. You have [";A60;"] TVs and [";A61;"] is in HD");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("Mr/Ms";A14;" you said your HSI service provider is [";A66;"] and you pay [$";A67;"] for [";A68;"] Mbps. [";A69;"] usually use it for [";A70;"]. You have [";A71;"] Computers and [";A72;"] of those (is/are) laptop");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("Mr/Ms";A14;" you said your cellphone service provider is [";A77;"] and you pay [$";A78;"] for [";A79;"] Minutes. [";A80;"] usually use it for [";A81;"]. You (have/need) [";A82;"] lines and the phone type/s is/are [";A83;"].");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Did I understand you correctly?";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A55<>0;1;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A66<>0;1;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A77<>0;1;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Based on what you've told me I recommend our";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(SUM(A89:A91)=3;"Quad Pack";IF(SUM(A89:A91)=2;"Triple Pack";IF(SUM(A89:A91)=1;"Double Pack";"No Offer")));"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Which Bundles Your Home Phone with";"---"))

=IF(A16=0;"---";IF(A89=1;"AT&T DirecTV where YOU can get 200+ channels";"---"))

=IF(A16=0;"---";IF(A90=1;"AT&T High Speed Internet where YOU can get 6Mbps of DEDICATED LINE";"---"))

=IF(A16=0;"---";IF(A91=1;"AT&T Wireless the only place where YOU can get ROLLOVER MINUTES";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Let's get this set up for you today!";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"I understand the hesitation but before you decide let's do the math first. Right now you're paying for your services.";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Home Phone";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Home Phone Montly Charge<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A55<>0;A56;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A90=0;"---";"Internet");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A66<>0;A67;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A91=0;"---";"Wireless");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A77<>0;A78;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"A Total of:";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));SUM(A101;A103;A105;A107);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("With at&t ";A93;" you get:");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">1st Offer: [2]nd Offer<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Home Phone";"---"))

=IF(OR(A101=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A299;A303);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A298;A302);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A89=0;"---";"at&t | DirecTV");"---"))

=IF(OR(A89=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A357;A355);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A356;A354);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A90=0;"---";"at&t | High Speed Internet");"---"))

=IF(OR(A90=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A323;A321);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A322;A320);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A91=0;"---";"at&t | Wireless");"---"))

=IF(OR(A91=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A378;A380);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A377;A379);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"A Total of:";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));SUM(A113;A116;A119;A122);"---"))

=IF(OR(A16=0;A125-A109<0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("I know that there's a difference of [$";A125-A109;"] but imagine for an additional of only [$";(A125-A109)/30;"] per day you get all the services and their great features. Let's get this set up for you today?");"---"))

=IF(OR(A16=0;A109-A125<0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("That's a difference of [$";A109-A125;"] imagine a savings of [$";(A109-A125)*12;"] per year, plus you get all the services and their great features. Let's get this set up for you today?");"---"))

=IF(OR(A35="n";A35="dend");"Yoru services with at&t is... (ask Home Phone, +DSL, +Wireless, +DirecTV; dry loop[internet only])";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] Homephone<";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] +DirecTV<";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] +DSL<";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] +Wireless<";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] Dry Loop<";"---")

=IF(AND(A129=1;A130=1;OR(A131=1;A132=1));"Offer AD | DSL Upgrade + Wireless DL + LB/UM/EMP";IF(AND(A129=1;A130=1);"OFFER AD | DSL Upgrade + LB/UM/EMP";IF(A129=1;"Offer AD + LB/UM/EMP";IF(A133=1;"Offer Access Line | DSL Upgrade";"---"))))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));">Object Y[1] or N[0]<";"---"))

=IF(OR(A16=0;A135=1);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));"Great let me do the processes right now. I would also like to ask a good CALLBACK number if ever our call get disconnected.";"---"))

=IF(OR(A135=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));CONCATENATE("What part of the bundle are you objecting to Mr/Ms";A14;"?");"---"))

=IF(OR(A135=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));"I do understand and we appreciate YOU doing business with at&t.";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));CONCATENATE("So, just a quick recap Mr/Ms";A14;"you called in about";A12;"and I provided YOU";A13;"correct?");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));CONCATENATE("My goal is to make sure that YOU are very satisfied with the level of service that I have provided, are YOU VERY SATISFIED Mr/Ms";A14;"?");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));"Again my name is CLARK, thank YOU for choosing at&t have a nice day.";"---"))

PRICELIST

Wireline

Basic Line ILLINOIS (Minutes of Use)

14.21

Basic Line INDIANA (Unlimited Private Line)

14

Basic Line INDIANA (Message Rate Service)

12.5

Basic Line OHIO (Flat Rate)

15.5

Basic Line WISCONSIN (Volume Discount Plan)

21

Packages

Complete Choice Basic

24

Complete Choice Enhanced

28

All Distance Single

49

All Distance Bundle

35

Add Ons

LineBacker/In Line

5

Unified Messaging

5

Equipment Maintenance Plan

2

HSI

Elite Regular Price

43

Pro Regular Price

38

Express Regular Price

33

Basic Regular Price

25

Elite Intro Price

19.95

Pro Intro Price

14.95

Express Intro Price

14.95

Basic Intro Price

14.95

DryLoop Elite Regular Price

48

DryLoop Pro Regular Price

43

DryLoop Express Regular Price

38

DryLoop Basic Regular Price

30

DryLoop Elite Intro Price

29.95

DryLoop Pro Intro Price

24.95

DryLoop Express Intro Price

24.95

DryLoopBasic Intro Price

24.95

Wireless Gateway (+shipping)

100

Wireless Gateway connects the computers and TVs in your home to securely share your high speed Internet connection.

Wireless Gateway will connect to: Your personal computers via Wi-Fi, Ethernet, or a USB port so you can use High Speed Internet service. Connect to your TV receivers so you can watch TV from multiple screen in your home. Your personal devices such as WiFi cameras, network printers, mass storage devices, and more.

Features:

Reliable wireless device

Router Functionality

Wireless capability included

Ethernet ports

USB PC connection

Firewall/security

Easy to use

Standard Modem (+shipping)

75

A modem links your home network to the Internet through your Internet Service Provider (ISP). The high speed types of data outside of your home aren't suitable for your direct use, so modems convert the data into digital Ethernet, which all the network equipment in your home can use.

DirecTV

Choice Ultimate(w/DVR)

41.99

Choice Xtra(w/DVR)

36.99

DVR is a digital video recorder, that allows you to record the shows from DirecTV to a harddrive for future viewing.

Family Package

29.99

Choice Ultimate(no DVR)

34.99

Choice Xtra(no DVR)

29.99

Premier Package

109.99

Add Ons

SD Receiver (Lease Fee)

6

SD DVR

99.99

HD Receiver

99

HD DVR

199.99

Wireless

Nation 450

39.99

Nation 900

59.99

Unlimited Nation

69.99

Senior Nation

29.99

Family Talk 550

50

Family Talk 700

60

Family Talk 1400

80

Family Talk 2100

100

Family Talk 3000

140

Unlimited Family Talk

70

Add Ons

Additional Line

9.99

Additional Line (Unli FT)

49.99

Messaging Unlimited

20

Family Messaging Unlimited

30

Data Unlimited

15

Messaging Unlimited with Mobile to ANY Mobile

20

Family Messaging Unlimited with Mobile to ANY Mobile

30

Unlimited Canada Calling

5.99

Asia Saver Value 60

9.99

Worldwide Occasional Calling

1.29

Worldwide Value Calling

5

Wisconsin Unlimited Local Calling

19.99

at&t Unlimited Nationwide calling advantage 2

14

at&t Unlimited Nationwide calling advantage 2 Intro Price

4

>CALLER CONCERN<

>CALL RESOLUTION<

>TELNO / ACCT#<

>CX NAME<

>CBR<

>SRVC ADD<

>MISC: cb date/at&t svcs/OR#/etc...<

>calltime start<

>calltime end<

=CONCATENATE(" [";UPPER(A3);"] ")

=CONCATENATE(" [";UPPER(A4);"] ")

=CONCATENATE(" [";UPPER(A6);"] ")

Hi my name is CLARK, how may I help YOU today?

>[0] Ghost Call : [1] Happy CX : [2] Unhappy CX : [3] Call to Buy : [4] New Service Inquiry : [5]Existing U-Verse CX<

=IF(A16=0;"I'm sorry I cannot hear anyone from the other line, if somebody can hear me please give us a callback at 1800-288-2020 I'll be releasing this call now, thank you for calling at&t.";IF(OR(A16=1;A16=2;A16=3;A16=4;A16=5);"---";"I'm sorry I cannot hear anyone from the other line, if somebody can hear me please give us a callback at 1800-288-2020 I'll be releasing this call now, thank you for calling at&t."))

=IF(OR(A16=0;A16=2;A16=3;A16=4);"---";IF(A16=1;CONCATENATE("I'll be happy to assist YOU with ";A12;". Here's what I'll do I'll pull up your account and make sure that YOUR ";A12;" is (answered/processed) accordingly, be rest assured that by the end of this call we have resolved this issue, or if it's really needed I'll connect YOU with an at&t specialist who specifically handles this concern. Will that be OK with YOU?");CONCATENATE("I'll be happy to assist YOU with ";A12;". Here's what I'll do I'll pull up your account and make sure that YOUR ";A12;" is (answered/processed) accordingly, be rest assured that by the end of this call we have resolved this issue, or if it's really needed I'll connect YOU with an at&t specialist who specifically handles this concern. Will that be OK with YOU?")))

=IF(OR(A16=0;A16=1;A16=3;A16=4;A16=5);"---";CONCATENATE("I apologize for the inconvenience";A12;"had provided you. I understand what you're feeling. Let me go ahead and pull up your account so that I can process this concern the soonest possible, or if really needed correctly connect you with our at&t specialist who handles this concern specifically."))

=IF(OR(A16=0;A16=1;A16=2;A16=4;A16=5);"---";CONCATENATE("I'll be happy to";A12;", let me make sure that the service is available, and if it is. I'll make sure to set you up wit the best package that will suit your needs."))

=IF(OR(A16=0;A16=1;A16=2;A16=3;A16=5);"---";CONCATENATE("It is my pleasure to provide you information regarding";A12;". Let me pull up my resources and make sure to provide you accurate information regarding";A12))

=IF(OR(A16=0;A16=3;A16=4;A16=5);"---";IF(A16=1;"May I have your phone number starting with the area code first? (Or your account number?)";"May I have your phone number starting with the area code first? (Or your account number?)"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"Do you have an existing account with at&t?")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";">Enter Y[1] or N[0]<")

=IF(OR(A16=0;A16=1;A16=2;A16=5;A24=0);"---";IF(A24=1;"May I have the account number for that service.";"---"))

=IF(A16=0;"---";IF(A16=1;"May I have your first and last name? (Could you spell out your last name, so that I can input it properly on my tools here.)";"May I have your first and last name? (could you spell out your last name, so that i can input it properly on my tools here.)"))

=IF(OR(A16=0;A16=1;A16=2;A16=3;A16=5);"---";"May I have the best phone number where I can reach you at, if ever our call get disconnected.")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"May I have the address where this service will be installed?")

=IF(OR(A24=0;A16=0);"---";IF(OR(A16=1;A16=2;A16=3;A16=4);CONCATENATE("To fully verify the account Mr/Ms";A14;" could you please provide (passcode / last 4 ssn / cx code / last payment made/ ld # dialled / driv. lic.)");a26concatenate("To fully verify the account Mr/Ms";A14;" could you please provide (passcode / last 4 ssn / cx code / last payment made/ ld # dialled / driv. lic.)")))

=IF(OR(A24=0;A16=0);"---";IF(A16=1;">verifier<";">verifier<"))

=IF(OR(A16=0);"---";IF(A16=1;">U-Verse Avail[1] , Acct[2], N[0]<";">U-Verse Avail[1] , Acct[2], N[0]<"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=1);CONCATENATE("Mr/Ms";A14;"congratulations you are on one of our premier service area. So, let me go ahead and connect you to a specialist who can take care of your concern today. Mr/Ms";A14;"for future reference you can call our toll free number 1800-288-2020 and follow the prompt for the desired department. May I place our call on hold as I connect you to our specialist?");"---"))

=IF(A16=0;"---";IF(OR(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=2);A16=5);CONCATENATE("Mr/Ms";A14;"congratulations on having our premier service. Let me go ahead and connect you to our u-verse specialist to assist you as soon as possible. Mr/Ms";A14;"for future reference you can call our toll free number 1800-288-2020 and follow the prompt for the desired department. May I place our call on hold as I connect you to our specialist?");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=0);"Under federal privacy law, it is your right and our duty to protect your account information. May I use your information during this call to discuss products offered by at&t companies? Your decision will not affect your service. [enter y,n,perm, dend below]";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=0);">cpni<";"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=4;A16=5;A31=1;A31=2;A24=0);"---";CONCATENATE("Do we";A12;"on this address?(look at CCS address)"))

=IF(OR(A16=0;A16=1;A16=2;A16=4;A16=5;A31=1;A31=2);"---";CONCATENATE("Just in case our call get disconnected Mr/Ms";A14;" could you please provide a good can be reach number?"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2;A16=3;A16=4);A31=0);CONCATENATE("Mr/Ms";A14;"I want to ensure that YOUR concern on";A12;"is handled properly today. Let me go ahead and make a quick review on YOUR account so that I'll be able to provide YOU (the information/assistance) YOU require. You may hear a moment of silence as I do this task, but feel free to call my attention if you have any other concerns.");"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";">Not Available [0] ; U-Verse Avail [1] ; Service Available [2]<")

=IF(A39=0;CONCATENATE("Mr/Ms";A14;", as much as we would ike to provide you the";A3;"our system shows that it is not available in the area and for sure that AT&T is doing its best to expand service coverage and that includes you area.");"---")

=IF(A39=1;CONCATENATE("Mr/Ms";A14;"congratulations you are on one of our premier service area. So, let me go ahead and connect you to a specialist who can take care of your concern today. Mr/Ms";A14;"for future reference you can call our toll free number 1800-288-2020 and follow the prompt for the desired department. May I place our call on hold as I connect you to our specialist?");"---")

=IF(A39=2;CONCATENATE("Mr/Ms";A14;", i'm happy to infom you the service is available, i'll be asking you a few questions to ensure you are getting the best value for your services.");"---")

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2)=1;A31=0);"[Look for RESOLUTION about CX'S CONCERN. Open CCS for UPSALE.]";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);CONCATENATE("(Mr/Ms";A14;"I appreciate YOU staying on the line, I'm still intently working on";A12;"I would like to ask for another minute or two, will that be ok?)");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);CONCATENATE("(What I'm doing right now Mr/Ms";A14;"I opened a tool that allows me to review details";A12;"it searches through a complex database, so that we could provide YOU accurate and detailed information. I'll be providing you updates on where we are on your concern. So, may I put you on hold again for a minute or two, will that be ok?)");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);"[Provide Call Resolution]";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);">Transfer Y[1] or N[0]<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0);">Enter Dept. Name:<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;A47=1);CONCATENATE("Mr/Ms";A14;"after working on YOUR concern";A12;"my system tool right now prompts me to connect you to our at&t specialist who specifically handles this concern. (i'll be connecting you as soon as possible but first i would like to ask a couple of questions just to ensure that you get the best value for your services.");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;A47=0);CONCATENATE("Mr/Ms";A14;"I'm glad that I was able to take care of";A12;". i'll be asking you a few question to ensure that you are getting the best value for your services.");"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"DirecTV Questions?")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"What are your favorite programs? What type of programming does your family like to watch? What premium channels do you subscribe to? How many TVs do you have? Any of them HD? Do you go out often and missed programs you love to watch?[insert to notepad answers]")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";CONCATENATE("Based on what you told me. I recommend our [if with HD] Choice Ultimate which can come with the Whole Home DVR service, which means that you can get most out of your HDTV, plus enjoy watching over 200+ channels all in an affordable price of $";A355;" Let's set this up for you today?"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Tell me who is your TV service provider? How much is that? How many channels are you getting? Who watches TV most in your household? What do (you/they) like to watch? How many TVs do you have? Are any of them HD?";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Service Provider Name<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Service Price<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Channels<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Watcher/s<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">TV Programs<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of TVs<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of HDTVs<";"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"HSI Questions?")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"What are you planning to use this internet for: emails, download music or movies, games? How many laptop do you have? How many desktops? How many people would be using this internet? How many devices do you want to connect to the internet like Ipad, xbox, etc.? [insert to notepad answers]")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";CONCATENATE("Based on what you told me. I recommend our Elite Package with 6Mbps, that is 6Mbps dedicate line what this means to YOU is that you don't share that speed with any other customers in the communty, which translates to faster download speed all for the price of roughly $";A329;" Let's set this up for you today?"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Tell me who is your Internet service provider? How much is that? What speed is it? Who uses the internet most in your household? What do (you/they) like to do on the internet? How many computers do you have? Are any of them Laptops?";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI Service Provider Name<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI Price<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI Speed<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI User/s<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">HSI Uses<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of Computers<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of Laptops<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Tell me who is your Cellphone service provider? How much is that? How many minutes do you get? Who uses the cellphone most in your household? Besides talking what do (you/they) like to do on (your/their) cellphones? How many lines do you [have/need]? What kind of phone (do you have/are you looking for)?";"---"))

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"Cellphone Questions?")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";"Will you be using this cellphone for business or personal use? Besides calls, what else will you use the cellphone for.. text, internet, pictures? What kind of cellphone would you love to have? Does your family already has a cellphone? If yes, how many minutes do you get? How many lines would like to have? [insert to notepad answers]")

=IF(OR(A16=0;A16=1;A16=2;A16=5);"---";CONCATENATE("Based on what you told me. I recommend our... Let's set this up for you today?"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Cellphone Service Provider Name<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Cellphone Price<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of Minutes<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Cellphone User/s<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Cellphone Uses<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">No. of Lines (Needed/Have)<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Phone Types<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Let's review what we talked about to make sure I understand your situation;";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("Mr/Ms";A14;" you said your TV service provider is [";A55;"] and you pay [$";A56;"] for [";A57;"] channels. [";A58;"] usually watch [";A59;"]. You have [";A60;"] TVs and [";A61;"] is in HD");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("Mr/Ms";A14;" you said your HSI service provider is [";A66;"] and you pay [$";A67;"] for [";A68;"] Mbps. [";A69;"] usually use it for [";A70;"]. You have [";A71;"] Computers and [";A72;"] of those (is/are) laptop");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("Mr/Ms";A14;" you said your cellphone service provider is [";A77;"] and you pay [$";A78;"] for [";A79;"] Minutes. [";A80;"] usually use it for [";A81;"]. You (have/need) [";A82;"] lines and the phone type/s is/are [";A83;"].");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Did I understand you correctly?";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A55<>0;1;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A66<>0;1;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A77<>0;1;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Based on what you've told me I recommend our";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(SUM(A89:A91)=3;"Quad Pack";IF(SUM(A89:A91)=2;"Triple Pack";IF(SUM(A89:A91)=1;"Double Pack";"No Offer")));"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Which Bundles Your Home Phone with";"---"))

=IF(A16=0;"---";IF(A89=1;"AT&T DirecTV where YOU can get 200+ channels";"---"))

=IF(A16=0;"---";IF(A90=1;"AT&T High Speed Internet where YOU can get 6Mbps of DEDICATED LINE";"---"))

=IF(A16=0;"---";IF(A91=1;"AT&T Wireless the only place where YOU can get ROLLOVER MINUTES";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Let's get this set up for you today!";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"I understand the hesitation but before you decide let's do the math first. Right now you're paying for your services.";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Home Phone";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">Home Phone Montly Charge<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A55<>0;A56;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A90=0;"---";"Internet");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A66<>0;A67;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A91=0;"---";"Wireless");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A77<>0;A78;0);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"A Total of:";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));SUM(A101;A103;A105;A107);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("With at&t ";A93;" you get:");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));">1st Offer: [2]nd Offer<";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"Home Phone";"---"))

=IF(OR(A101=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A299;A303);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A298;A302);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A89=0;"---";"at&t | DirecTV");"---"))

=IF(OR(A89=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A357;A355);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A356;A354);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A90=0;"---";"at&t | High Speed Internet");"---"))

=IF(OR(A90=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A323;A321);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A322;A320);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A91=0;"---";"at&t | Wireless");"---"))

=IF(OR(A91=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A378;A380);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));IF(A111=2;A377;A379);"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));"A Total of:";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));SUM(A113;A116;A119;A122);"---"))

=IF(OR(A16=0;A125-A109<0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("I know that there's a difference of [$";A125-A109;"] but imagine for an additional of only [$";(A125-A109)/30;"] per day you get all the services and their great features. Let's get this set up for you today?");"---"))

=IF(OR(A16=0;A109-A125<0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm"));CONCATENATE("That's a difference of [$";A109-A125;"] imagine a savings of [$";(A109-A125)*12;"] per year, plus you get all the services and their great features. Let's get this set up for you today?");"---"))

=IF(OR(A35="n";A35="dend");"Yoru services with at&t is... (ask Home Phone, +DSL, +Wireless, +DirecTV; dry loop[internet only])";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] Homephone<";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] +DirecTV<";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] +DSL<";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] +Wireless<";"---")

=IF(OR(A35="n";A35="dend");">Y[1] or N[0] Dry Loop<";"---")

=IF(AND(A129=1;A130=1;OR(A131=1;A132=1));"Offer AD | DSL Upgrade + Wireless DL + LB/UM/EMP";IF(AND(A129=1;A130=1);"OFFER AD | DSL Upgrade + LB/UM/EMP";IF(A129=1;"Offer AD + LB/UM/EMP";IF(A133=1;"Offer Access Line | DSL Upgrade";"---"))))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));">Object Y[1] or N[0]<";"---"))

=IF(OR(A16=0;A135=1);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));"Great let me do the processes right now. I would also like to ask a good CALLBACK number if ever our call get disconnected.";"---"))

=IF(OR(A135=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));CONCATENATE("What part of the bundle are you objecting to Mr/Ms";A14;"?");"---"))

=IF(OR(A135=0;A16=0);"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));"I do understand and we appreciate YOU doing business with at&t.";"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));CONCATENATE("So, just a quick recap Mr/Ms";A14;"you called in about";A12;"and I provided YOU";A13;"correct?");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));CONCATENATE("My goal is to make sure that YOU are very satisfied with the level of service that I have provided, are YOU VERY SATISFIED Mr/Ms";A14;"?");"---"))

=IF(A16=0;"---";IF(AND(OR(A16=1;A16=2);A31=0;OR(A35="y";A35="perm";A35="n";A35="dend"));"Again my name is CLARK, thank YOU for choosing at&t have a nice day.";"---"))

PRICELIST

Wireline

Basic Line ILLINOIS (Minutes of Use)

14.21

Basic Line INDIANA (Unlimited Private Line)

14

Basic Line INDIANA (Message Rate Service)

12.5

Basic Line OHIO (Flat Rate)

15.5

Basic Line WISCONSIN (Volume Discount Plan)

21

Packages

Complete Choice Basic

24

Complete Choice Enhanced

28

All Distance Single

49

All Distance Bundle

35

Add Ons

LineBacker/In Line

5

Unified Messaging

5

Equipment Maintenance Plan

2

HSI

Elite Regular Price

43

Pro Regular Price

38

Express Regular Price

33

Basic Regular Price

25

Elite Intro Price

19.95

Pro Intro Price

14.95

Express Intro Price

14.95

Basic Intro Price

14.95

DryLoop Elite Regular Price

48

DryLoop Pro Regular Price

43

DryLoop Express Regular Price

38

DryLoop Basic Regular Price

30

DryLoop Elite Intro Price

29.95

DryLoop Pro Intro Price

24.95

DryLoop Express Intro Price

24.95

DryLoopBasic Intro Price

24.95

Wireless Gateway (+shipping)

100

Wireless Gateway connects the computers and TVs in your home to securely share your high speed Internet connection.

Wireless Gateway will connect to: Your personal computers via Wi-Fi, Ethernet, or a USB port so you can use High Speed Internet service. Connect to your TV receivers so you can watch TV from multiple screen in your home. Your personal devices such as WiFi cameras, network printers, mass storage devices, and more.

Features:

Reliable wireless device

Router Functionality

Wireless capability included

Ethernet ports

USB PC connection

Firewall/security

Easy to use

Standard Modem (+shipping)

75

A modem links your home network to the Internet through your Internet Service Provider (ISP). The high speed types of data outside of your home aren't suitable for your direct use, so modems convert the data into digital Ethernet, which all the network equipment in your home can use.

DirecTV

Choice Ultimate(w/DVR)

41.99

Choice Xtra(w/DVR)

36.99

DVR is a digital video recorder, that allows you to record the shows from DirecTV to a harddrive for future viewing.

Family Package

29.99

Choice Ultimate(no DVR)

34.99

Choice Xtra(no DVR)

29.99

Premier Package

109.99

Add Ons

SD Receiver (Lease Fee)

6

SD DVR

99.99

HD Receiver

99

HD DVR

199.99

Wireless

Nation 450

39.99

Nation 900

59.99

Unlimited Nation

69.99

Senior Nation

29.99

Family Talk 550

50

Family Talk 700

60

Family Talk 1400

80

Family Talk 2100

100

Family Talk 3000

140

Unlimited Family Talk

70

Add Ons

Additional Line

9.99

Additional Line (Unli FT)

49.99

Messaging Unlimited

20

Family Messaging Unlimited

30

Data Unlimited

15

Messaging Unlimited with Mobile to ANY Mobile

20

Family Messaging Unlimited with Mobile to ANY Mobile

30

Unlimited Canada Calling

5.99

Asia Saver Value 60

9.99

Worldwide Occasional Calling

1.29

Worldwide Value Calling

5

Wisconsin Unlimited Local Calling

19.99

at&t Unlimited Nationwide calling advantage 2

14

at&t Unlimited Nationwide calling advantage 2 Intro Price

4

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