Table of Contents
Company Overview:
- What is the primary focus or function of this company? Republic Services is a waste disposal company whose services include non-hazardous solid waste collection, waste transfer, waste disposal, recycling, and energy services. It is the second largest provider of waste disposal in the United States.
- What type of user’s call in? Managers and End Users needing support with wireless requests such as device orders, MDM/remote management, carrier assistance, and/or general troubleshooting.
- How does our support impact their day to day? Our Support helps Republic Services continue to provide residential, commercial, and industrial trash pickup and recycling.
Helpdesk Updates
- Gold Top acquisition will go live on 01/02/2024 (150 devices and another 30 ports). The site will be reaching out to Motus through the support line or email if they are having issues with activations, line assignments, ports, etc.
- Anyone calling in regarding an FMT device needs to be directed to Republic IT Support: 1-800-327-5000.
- Republic has acquired another company called US Ecology; they are being kept separate from Republic and we do not manage these lines. If you get a new line order or any service request for Division's 6500's to 6800's, please refer the requestor to the US Ecology Helpdesk.
- If a site is part of ACV, this is handled via Republic Service IT (not Telecom).
- Remember, all Republic orders must be approved by the Telecom team. Even if a user requests and the manager approves a non-standard device, the Telecom team's decision is final, and it can't be bypassed. These guidelines help us maintain a smooth and secure ordering process. If the user/requester persists please review the Exceptions section under Orders for policy.
General Information
Dedicated Support Numbers for Motus
- 855.742.5930
Dedicated Support Number for extended hours support
- Local:
- Toll-Free:
IT Contact Information
- Phone:
- Email:
Generic Admin Asset Number
Only to be used if there is no asset assigned to the user
Hours of Operation
|
Company |
Hours |
Days |
|
Republic |
8 am-8 pm EST |
Mon - Fri |
Carrier Account Information
Carrier Support Articles
ATT: FAN: 05264832
For ATT there is an Advanced PTT Support number: 866-563-4703
All carrier point of contact information can be found here: (2) Carrier POC per Company - Smartsheet.com
- To be used when you need to call into the carrier for support. These should never be provided to the user or with the user on the line
| Company Name | Carrier | Authorized Agent | PIN/Password |
|---|---|---|---|
| Republic | AT&T |
Be Yourself (Republic Helpdesk Agent)
|
101372 - Port Pin: 2617 |
| Republic | Verizon | Nicholas Johnson / Teresa McCorkle |
11074 / 59402 - Port Pin: V2017 |
| Republic | Sprint | Be Yourself (Vision Wireless) | 2381749 / AOTMP |
Motus Support Team
Company-Specific Support Email Address:
Wireless Portal Site:
Portal Admin Username: N/A
Portal Admin Password: N/A
Customer Success Manager
- Name: Jennifer Layton
Account SME(s)
- Name: Nick Johnson
- Name: Derek Kurtz
4 Categories of Support
- Below you will find answers to questions related to Orders, Carrier Information, MDM (Mobile Device Management), and General Information
Orders |
|
|
Who can place orders? |
End users do not have access to the wireless portal. A select few have been trained personally by Republic to use it. All other users are required to email orders and service requests to questions@motus.com and at which point a ticket will be created in Zendesk for Motus Agents to work. Please see the below questions for specific order and request steps. |
| What is the order approval process? |
|
| Who has Wireless Portal access? |
Users who have access and have been trained.
If you notice an end user who repeatedly calls in or receive a request from a Republic POC/Admin to have someone added please opens a side conversation ticket and assign it to the Premium team/queue.
The Premium team will contact the correct group to assist (DLITTelecom2@republicservices.com) and request approval to grant access. Once the telecom team decides, the Premium agent will confirm with the MMS agent, who will confirm the requester's approval or denial via the original Zendesk ticket. |
| How does the user access the Wireless Portal? |
If the user is familiar with it or if they have been trained. If not, then do not try to walk them through it |
| Can Customer Support place orders via the Wireless Portal for the user? |
Agents cannot submit New Line orders for users at this time. Please see those steps for how to proceed. Agents can, however, submit other orders on behalf of users. Please see the steps below for each scenario. Agents will not log in as the user.
ES Legacy: 6400 – 6447; process through Motus (wireless portal)
***Legacy US Ecology requests must go through Service Now. The following divisions should be directed to put in a SNOW ticket:
Direct them to: Please submit thru Republic Employee Self-Service Center under Request Catalog->Communication and Collaboration->Mobile Phone (ES) |
| How are new line orders placed? |
***For New Line Orders please see the Exceptions section below***
The user will email questions@motus.com or call in, at this point, reps will utilize the "Republic Services - How to Order a Phone - Required Information Needed" template/macro. If supporting via call copy and paste the template into an internal comment and obtain the needed details, then open a child ticket. If supporting via email use the macro in a public reply. Once details are confirmed, assign either the child ticket or the email ticket (a child ticket is not needed for an emailed ticket) to the main MMS - Customer Support (assignee field), no longer to a direct agent.
ES Legacy: 6400 – 6447; process through Motus (wireless portal)
***Legacy US Ecology requests must go through Service Now. The following divisions should be directed to put in a SNOW ticket:
Direct them to: Please submit thru Republic Employee Self-Service Center under Request Catalog->Communication and Collaboration->Mobile Phone (ES) |
| How would a user request a new line of service with existing equipment? |
The user will email questions@motus.com or call in, at this point, reps will fill out the Republic Order macro and open a child ticket. Assign either the child ticket or the email ticket (a child ticket is not needed for an emailed ticket) to the main MMS - Customer Support (assignee field), no longer to a direct agent. |
| Can users TOL (Transfer of Liability), C2P (Corporate to Personal), or P2C (Personal to Corporate), and/or Port to a their number to a different carrier on a personal or corporate account? How is this submitted? |
Yes, this must be submitted via the Wireless Portal
|
| What replacement options are available? |
|
| When can users upgrade? |
After 2 years and only if their device needs to be replaced. Early Upgrades, see Exceptions |
| How do users upgrade? |
A request can be submitted through the Wireless Portal |
| Can Customer Support process a Warranty Replacement with the carrier? |
No. A repair/refurbished replacement will need to be ordered through the Wireless Portal
|
| Can users request repair/refurb devices? If so, how do they order them? |
The user will email questions@motus.com or call in, at which point the Agent will submit the request through the Wireless Portal as themselves
*** If there was an issue with staging that requires the device to be replaced, please submit a repair/refurb request. |
| Does the company use seed stock of new devices? |
|
| What device types are supported? |
Sonim, Apple, Samsung |
| What device platforms are supported? |
iOS and Android |
| Are Apple Watches supported? |
No. Smartwatches are not allowed/supported by Republic on corporate accounts. |
| Are users allowed to pay out of pocket for the device of their choice? |
No |
|
Can users keep their device after leaving the company? |
For Non-Supervisor/Manager/Corporate: Users can only keep their device if they purchased the device before moving the device to the corporate account. For Managers/Supervisors/Corporate: Users are allowed to take their device if they are transferring their line to a personal account and the TOL has been approved. |
|
Are eSIM's supported? |
No, eSIM activation is not approved. |
| Can users go to the carrier to request a SIM card? |
No |
| Can Customer Support request a SIM card and how are they ordered? |
Reps can order SIM cards from carriers if it is free (See exceptions for admin creation) |
| Can orders be shipped to users home? |
Yes |
| Are devices staged by Motus? |
Yes |
| Are users able to request accessories? |
Yes |
| How do users request accessories? |
The user will email questions@motus.com or call in, at which point reps will submit the Accessory request through the Wireless Portal. If the accessory is not available within the portal, please submit an accessory request ticket via a ticket in the Admin Asset |
| What types of accessories are available to users? |
|
| Are any accessories shipped automatically when the device is staged? |
Yes, a wall charger will come included in all new line orders. Any additional accessories will need to be requested when the order is placed. |
| Does Motus provide Return Labels? How are they requested? |
Yes. Please see the ReturnLabel/RMA Kit (Transfer) Macro in Zendesk |
Exceptions -
-
Carrier (AT&T or Verizon-new lines only):
Device Models For AT&T:
- Drivers & Dispatchers: Sonim Xp5S
- Corporate/Managers/Supervisor Employees: Samsung Galaxy S23FE 128 GB or Apple iPhone 13 64GB
- Container, Bulky, and Relief drivers in Connect divisions must choose the Samsung Galaxy S9 64 GB
Device Models for Verizon:
- Drivers & Dispatchers: Sonim XP3 Plus
- Corporate/Managers/Supervisor Employees: Apple iPhone 12 64 GB or Samsung Galaxy S21FE 128 GB
- Container, Bulky, and Relief drivers in Connect divisions must choose the Samsung Galaxy S20FE 128 GB
*All Sonim’s will be ordered with Voice and PTT
-
Non-Standard Device Order Approval Exception Requests
- If an order exception is requested due to a denied (non-standard device/job role does not qualify) request and needs approval/escalation with a Company Admin, a side conversation "ticket" will need to be created and sent to the MMS CS Premium team. Help Desk agents should not be reaching out to Republic Admins directly, or providing contact details for Republic Admins to callers/requesters.
- If an order exception is requested due to a denied (non-standard device/job role does not qualify) request and needs approval/escalation with a Company Admin, a side conversation "ticket" will need to be created and sent to the MMS CS Premium team. Help Desk agents should not be reaching out to Republic Admins directly, or providing contact details for Republic Admins to callers/requesters.
-
Process for when an end user is promoted and now qualifies for a smartphone(iPhone)
- A new line of service along with the smartphone/iPhone should be created
- Sonim line/device previously associated with the promoted end user should be assigned to the end user filling the role of the promoted colleague.
- If the information is not available the line can be assigned to the manager, please make sure to leave a note explaining the situation.
- Please be cautious about suspending the line before the promoted employee gets and activates the new line/smartphone.
-
Lost/Stolen:
- Suspend the line on the carrier and asset and order a replacement device via the Wireless Portal.
- If the device is a smartphone, you will need to transfer to IT to wipe the device.
- If the device is lost or stolen and not eligible for an upgrade, please submit for a Full Cost Replacement
- Make sure there is a ticket in admin for lost or stolen created
-
Early upgrade Exceptions:
- ATT users can request an early upgrade within 6 months of their upgrade date
- Send a side conversation email to ATT POC Bob Maynord RX1299@att.com confirming the cost for an early upgrade on the line and list the device requested
- Once you have the price, reach out to the end user with the price and ask if they would like to proceed
- If they do want to proceed, create an Upgrade Ticket on the Admin asset with the following notes: Process an early upgrade for XXX device and charge a fee of XXX to Division number XXX. Ship to XXX
- Verizon lines will would be able to upgrade on their upgrade date. If they give any type of pushback, open a Child Ticket in ZenDesk and assign it to Premium support so the request can be escalated to Republic's point of contact for approval
- IPAD/Tablet Orders: Republic IT submits these orders. If anyone calls/emails regarding placing and order or to check the status, direct them to Republic IT for additional support.
- If there was an issue with staging that requires the device to be replaced, please submit a repair/refurb request.
- If the user is missing MDM staging on a new device, replacement should not be requested from the carrier, we need to request a device from seed stock
-
Sim orders from the carrier must have a ticket made in admin on the user’s asset. To do this, create a new service request ticket on the user’s asset. Put in the requesters name, and the request type will be “Sim card request” In the contact notes be sure to put the carrier order number and any pertinent information. This will help the next rep to determine how to pick the issue up if need be and prevent time wasted on duplicate orders.
Carrier Changes and Functions |
|
| Can Customer Support activate devices? Are eSIM activations supported? |
Yes eSIM activation is not approved.
|
|
Can Customer Support cancel service on a line? What is the ETF (Early Termination Fee) policy? |
If the line is out of Contract, Yes If the line has recently had a device activated on it or is a new line (within a year or sooner), No. But please confirm if the user has another line assigned; the new line may have been ordered in error. We need to avoid ETFs if possible, so the line should be suspended with billing until it can be reassigned.
Please also review the Cancellation and Suspension guidelines here |
| Who can request a canceled line to have service reinstated? |
Anyone (via the Admin portal, as approvals are required before a line can be canceled. |
| Can Customer Support reinstate service on a canceled line (within 30 days) via the carrier site? |
Reactivating a canceled line: Yes, see details below If it was canceled due to terminated user, a reassignment request will need to be completed, with the Admin Asset reflecting the active employee who will be using the line, in order to reactivate. |
| Can Customer Support suspend service? |
Yes |
|
Can Customer Support unsuspend service on a suspended line via the carrier site? |
Unsuspending a suspended line: Yes. See the process below on how to complete |
| Does the Admin Asset need to be updated after completing any of the above? |
Yes. For ATT lines, you would process the suspensions as "Vacation Suspend" For Verizon lines, you will submit the suspension under "Other" and "Suspend without billing" |
| How are feature change requests submitted? |
The user will email questions@motus.com or call in, at which point reps would submit the request via the Wireless Portal
** Se exceptions for PTT troubleshooting |
| Can Customer Support log into the carrier site and change features for the users? |
Yes, to add the PTT feature
**See exceptions for PTT troubleshooting |
| Can users request international features? |
Yes |
| Can users request a hotspot feature? |
It should already be on the plan for smartphones. If there is an issue, contact the carrier |
| Can users request data plan changes? What plans are available? |
Yes, but only for the following reasons:
|
| Can users request a Port (carrier change) between corporate accounts? |
The user will email questions@motus.com or call in, at this point, reps will fill out the Republic Order macro and open a child ticket. Assign either the child ticket or the email ticket (a child ticket is not needed for an emailed ticket) to the main MMS - Customer Support (assignee field), no longer to a direct agent. |
| Can users request a phone number change? How is this requested and does the Admin Asset need to be updated after completion? |
Yes, no approval is needed. The Admin Asset will need to be updated. |
| Can users request call forwarding? |
Yes, no approval is needed |
| Can Customer Support update the user’s name on the carrier site? |
Yes, no approval is needed |
| Can Customer Support change voicemail passcodes on the carrier site? |
Yes, no approval is needed |
Exceptions -
PTT Troubleshooting-
- Remove the wrong PTT feature- Check if user has the LTE feature - they should have had the regular PTT feature. The LTE feature will work but is not as stable as the correct non-LTE feature.
- Check to ensure user is in a PTT group. PTT contacts will not load until assigned to a group.
- Ensure line is provisioned correctly. Then have AT&T reset the network settings.
For Republic AT&T bulk requests to cancel and/or suspend:
Please reference the Republic ATT line on the Carrier POC per Company smartsheet
-
-
Template required:
https://teammotus.sharepoint.com/:x:/s/Device-MS/ETd5jVowWVlIqJZaeeUNkSEB0xlbyPhjTOvyhj7UkwN8Yg?e=LRk01F
- All fields must be completed, including mobile number, line status, and account number, even if it's the same for every line.
- We need to specify if the line should be deactivated or suspended. Failure to do so may result in the request being returned, incomplete.
-
Email must be sent via Outlook and not Zendesk.
- The subject of the Email must start with “Republic RSI - Vision” to ensure it routes to the dedicated team
- A copy of the external email needs to be copied and pasted into the Zendesk ticket
-
Template required:
-
Roll Out of SC Tablets That Will Get Voice Services
- Republic is rolling out tablets to some of their Drivers. They are Zebra tablets; that we will not be supporting. There is a phone aspect; where the Sonim device is tied to the tablet, so they can make calls, etc from the tablet for support. Republic is telling all users to email the Republic Account support box with a template, below, for these issues. If you happen to get a call, and they have a TABLET issue, refer them to the Republic Helpdesk. If it is a phone issue; IE cannot make calls, please verify the phone line has a voice plan (the 200-minute plan and the PTT feature). If it does not, open a ticket with the template below, Status: Account Rep Review. This is only in connection with the Zebra tablet. There will be VERY few of these lines.
- RISE Tablets have been provided to a majority of Republic Services divisions. Drivers and Logistics Analysts from divisions with RISE Tablets are not eligible for smartphone devices and are only eligible for Sonim devices. Please see the attached document for all divisions with RISE Tablets.
- SC RISE Tablet Roll Out (Division #) – Sonim Not Showing Phone and Contact Apps
- The below phone(s) is for a driver who is receiving a RISE tablet and their current Sonim XP5S phone does not show the Phone and Contact apps.
- Tablet Start Date:
- Sonim IMEI:
- SC RISE Tablet Roll Out (Division #) – Can Not Make Voice Calls
- The below phone(s) is for a driver who is receiving a RISE tablet and their current Sonim phone cannot make a voice call when attempting to call another phone number.
- Tablet Start Date:
- Sonim IMEI:
-
Voice will automatically be added to all Driver Sonim XP5S new line orders and orders; EXCEPT for Residential drivers. Residential drivers will still only have PTT rate plan. If a user does not have a voice plan or is missing the Phone/Contacts app, after refreshing the Kiosk mode (Internal) Republic Services - Sonim XP5s Troubleshooting, then open a child ticket. Assign either the child ticket or the email ticket (a child ticket is not needed for an emailed ticket) to the main MMS - Customer Support (assignee field), no longer to a direct agent.
- Republic is rolling out tablets to some of their Drivers. They are Zebra tablets; that we will not be supporting. There is a phone aspect; where the Sonim device is tied to the tablet, so they can make calls, etc from the tablet for support. Republic is telling all users to email the Republic Account support box with a template, below, for these issues. If you happen to get a call, and they have a TABLET issue, refer them to the Republic Helpdesk. If it is a phone issue; IE cannot make calls, please verify the phone line has a voice plan (the 200-minute plan and the PTT feature). If it does not, open a ticket with the template below, Status: Account Rep Review. This is only in connection with the Zebra tablet. There will be VERY few of these lines.
Does Customer Support assist with MDM enrollment? Does the MDM Team?
MDM (Mobile Device Management) |
|
| Does the company use MDM (Mobile Device Management)? |
Yes |
| What MDM does the company use? |
Connect Launcher |
| Does Customer Support assist with MDM enrollment? Does the MDM Team? | We do not assist with Connect Launcher |
| What app do company devices use to access email? |
Native app |
| Does Customer Support assist with email setup on their mobile device? Does the MDM Team? |
No |
| Does the company allow BYOD (Bring Your Own Device)? |
No |
| How does a user request BYOD access? |
BYOD is not allowed |
| Can the Email Profile be pushed to the device? If so, how is this requested? |
Reach out to IT |
| Can the device passcode be remotely cleared? If so, how is this requested? |
No |
| What is the process for removing Activation Lock from a device and how is this requested? | Submit a replacement request in the Wireless Portal |
| Can devices be remotely unenrolled? If so, how is this requested? |
Reach out to IT |
| Is the company enrolled in DEP/KME? | Yes, but only for Connect devices |
| Can devices be tracked in MDM? If so, how is this requested? |
Drivers can be tracked via Connect on their phones |
| Can alerts be sent to the devices for the purpose of tracking? If so, how is this requested? |
No |
| Can applications be pushed to the device? If so, how is this requested? |
Smartphones (not Connect or PTT related): Transfer to IT Sonims (Connect app missing):
Sonims (PTT app missing):
If a Sonim device is getting an APN error or the PTT app is not loading:
|
| Does Customer Support provide application support of any kind? Does the MDM Team? If so, what apps are supported and how is this requested? |
Limited support, see below: (Do not transfer to IT for assistance with Connect, even on the computer) Smartphones (not Connect or PTT related): Transfer to IT
Driver is missing the Connect app on their Sonim (MMS CS):
Driver not able to sign into Connect (on phone): Open a How-To MDM Escalation ticket
Supervisor is not able to sign into Connect (on phone): Connect-Mobile Live View (Republic)
Supervisor is not able to sign into Connect (on pc): Open a How-To MDM Escalation ticket
Push to Talk (PTT): |
| Can Customer Support unlock user accounts? Does the MDM Team? If so, how is this requested? |
No |
| Can Customer Support change user passwords? Does the MDM Team? If so, how is this requested? | We can change Connect passwords but it must always be to the generic one, Rs123456 or Rs123456!. Open a How-To MDM Escalation ticket for assistance with Connect logins |
Exceptions:
-
What users can have Connect? (Whose device will be staged with connect?)
- All Drivers
- Spare Devices for Drivers
- Spotters
- Driver Helpers
- Driver Trainers
-
What users do not have Connect?
- Dispatchers and Logistics Analysts
- Mechanics and Techs
- Supervisors and Managers
- Corporate Employees
General |
|
| Does the company allow cloud backup/restore? |
Yes |
| Can users have a device repaired locally? |
No |
| How long will users have to return the device after leaving the company? |
20 Days |
| How long do users have to return old devices once replaced? | 20 Days |
| Can users take the device to Apple Store for replacement/repair? | No |
| Are users able to factory reset the device? |
If Airwatch/Intelligent Hub is removed prior to the reset. The device will need to be reenrolled in Airwatch/Intelligent Hub thereafter. If an issue with a driver’s Sonim XP5 or Sonim XP5S requires escalation to the carrier and the representative requests to factory reset the device, decline the option and submit a replacement request in the Wireless Portal |
| Is the App Store/Play Store blocked by the company, and are the blocks specific to any job title? |
Yes with Secure Launcher for Drivers |
| Is iMessage or any other Apple resource blocked? |
No |
| Can Customer Support reassign Admin Assets? If so, how? |
|
| Is EID verification (Employee ID) required? |
Yes
|
| If there are reception issues (an entire location) where should we reach out to? |
Motus can provide the following link to their ServiceNow where the employee would fill out a form. Signal Remediation - Employee Central (service-now.com) |
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