After search on ASSIA Tool this line is >> بعد الفحص علي الاسيا هذا الخط , Supported by ASSIA, Not Supported by ASSIA, cst has a ticket in IU pool, and CST called us on 24 Aug 2024 and ticket still in IU , Right SR is : , FBB Tech Problem > Physical Instability > Follow Up, Create Delay ticket and SR FBB Tech Problem > Physical Instability > Follow up After SLA, FBB Tech Problem > Physical Instability >Re-escalation, While escalation of voice down should inform CST to leave CPE power turned on?, True, False, Way of communication with CST in escalation Data Down to IU will be:, Call or Recorded Message, Call or SMS, Call or SMS or Recorded Message, In case customer has Major Fault update with no estimated time while no outage on CST360 and Passed SLA , CCA right action :, will Re-escalate the ticket again, will re-troubleshoot with following normal process, will Close this ticket and re-troubleshoot, Line code for ADSL2+:, G-992-2, G-992-3, G-992-5, what the meaning of clear view result NO DSL physical layer issue is detected like this picture:, As per Assia observation the cst problem physical, As per ASSIA observation the cst has to change cpe, As per ASSIA observation the cst problem not physical, In case customer asked to change main wire as it’s not long enough CCA right action, Direct CST to CSO, Inform the customer that this is not available., Escalate The Ticket with following the normal escalation process, Need Optimization SLA:, 1 Day, 1 Hour, 1 WD, In case CST informs us to not close the ticket till testing the service from his side Which SR CCA will create…?, FBB Tech Problem ---- ​​​Voice Down --- CST can't troubleshoot, FBB Tech Problem ----​​​Voice Down --- ​​CST will test the service, FBB Tech Problem ---- ​​​Voice Down --- Solved without TS, While escalation of Need Optimization should inform CST to leave CPE power turned on?, True, False, SLA for Re-escalation Voice Down ?, 3 Days, 2 Days, 1 Day, From TTS Tool CCA can know any update from third level pool as a below by pressing on:, Advanced logs, Support pool, Item logs, If CST has Data and Voice Down case and after connecting from main wall outlet problem solved CCA Right Action:, Inform CST to change splitter, Create TT for internal wiring, Inform CST with solvent and Ideal Connection, In Case WCAP case solved after cst connect from main , So the right SR :, FBB Tech Problem>Wrong Card and port >IU-Resplitted, FBB Tech Problem>Wrong Card and port >Not Wrong Card and Port, FBB Tech Problem>Wrong Card & port>Solved after connected from main, It's mandatory in Data and Voice Down to keep CPE turned on:, True, False, CCA shouldn’t inform customer with ticket ID, True, False, It’s not mandatory to inform CST to leave the CPE power turned on while escalating Need Optimization case, True, False, line like the below, FV status in BSS : Active and the line type is: TDM , CCA right action will be made adjust status?, True, False, In case customer paid his bill and active on BSS but line is suspended on CST 360 FV profile “from port details”, after remove temp suspension problem not solved CCA right action, Escalate voice down, Inform the customer to wait 1 hour from remove temp suspension action, Follow with customer normal troubleshooting, In case of customer has physical instability in the same time Voice is down, the ticket will be escalated as voice down and not mandatory to mention that customer has Physical instability, TRUE, FALSE, Technical Visit SLA for cairo customers will be .., 1 Working day, 5 Working days., 1 day, CST has noise problem related to physical instability CCA next action will be?, Escalate Voice Down, T.S according to physical instability, Inform CST 24 H to make sure problem solved, CST has BLQ ticket with update Welding Removed and no change done from cst side and after run assia clear view, result was No DSL physical layer issue detected, CCA Right Action:, Re-Troubleshoot as BLQ Supported by ASSIA in Ticket Maker., Re-Escalate the Ticket to IU Pool, Inform cst that no problem now and line working fine, CST has BLQ ticket with update (working from exchange) without visit update, CCA Right action:, Re-escalate case to IU pool, inform CST that the problem solved, Re-Troubleshoot BLQ, CST has voice Overlapping ticket in IU and passed the 1 Day SLA, SR will be, FBB Tech Problem---​Voice Overlapping ---Follow Up After SLA, FBB Tech Problem---​Voice Overlapping---Follow Up, FBB Tech Problem---​Voice Overlapping ---​Internal Wiring, In case WCAP CST disconnect phone cable from CPE and ADSL still UP , It is CPE Problem :, True, False, In case CST in Barring Period in last 2 days Next step, Consider Voice Up + Create SR, Ask CST to pay landline bills and stop T.S, Inform Cst to pay bills and continue T.S, while troubleshooting physical instability , connection type : wall outlet , connection is right the next step is :, Check splitter existence before cpe, Connect from main wire, Re-run Assia clear view, CST called us and complained from internet not stable and ADSL led down within call .. Your action, Check Power Failure, Query NST For The Past 12 Hours, Is there 3 logs exist during last 12 hours with minimum 1 log during last 3 hours, Troubleshoot as Instability Case steps, Need Optimization case will be escalated to …, Second level advanced, Pilot-SLS, Second level support, If Data Down case need to be escalated for the third time SLA will be:, 1 day, 1 hour, 2 days, In physical instability case ,,CCA should inform CST about solvent and idle connection in case of problem solved after connecting from main wall outlet, FALSE, TRUE, If CST has Data Down and Power Failure ticket title & Category will be:, Power Failure, Data Down - Power Failure, Data Down, No need to check (Faults Existence) before escalate physical instability, FALSE, TRUE, In Case Customer follow on his ticket Within SLA for Re-escalated ticket , So the right SR :, FBB tech problem>wrong card & port>follow up after re-escalation - within sla, FBB tech problem>wrong card & port>follow up after re-escalation - after sla, FBB Tech Problem>Wrong Card & port>Re Escalation, While Escalating Physical Instability Case to IU for third time , SLA will be :, 5 Day, 1 Day, 2 Day, Before escalation WCAP Case , CCA should check Exchange SLA :, True, False, CST complain from Data Down case and CCA found below error in ADF Tool, CCA Right action:, follow voice verification, Escalate TKT to IU, Act according to major fault process with attach screenshot from major fault message on SR, CCA should inform CST to leave CPE turned on while escalating BLQ case?, True, False.

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