Way of communication for Unsupported Services....., Call or SMS or Recorded message, SMS, Call, CST called us and asked for change SSID and PW ,, HDM opened with CPE data but we faced action issue ,, and changes not done ,,,we will direct cst to the branch, True, False, If cst say that his CPE not connected will use SR, FBB Tech Problem>Slowness >Follow Up, FBB Tech Problem>Slowness > CPE Problem, FBB Tech Problem>Slowness >not beside cpe, If ​​Browsing -All Sites case is solved with CPE configuration, So the right SR:, FBB Tech Problem>Browsing -All Sites>Login Delay, FBB Tech Problem>Browsing -All Sites> Configuration, FBB Tech Problem>Browsing>Other, If CST has Browsing certain site case related to social websites CCA Right action:, Escalate to SLS, Reset & configure, Add Google DNS on CPE page, In Case problem is solved after ​enable WLAN button , so the right SR :, FBB Tech Problem>Wireless>Adaptor Problem, FBB Tech Problem>Wireless>Unhide SSID name, FBB Tech Problem>Wireless>Enable WLAN Button, We should follow Logical Verification before handling unable to obtain ip case, TRUE, FALSE, Change location as per CST request only done if cst subscribed in Data and voice from WE, True, False, if customer not beside CPE or CPE not connected right SR will be, FBB Tech Problem->Logical Instability-> Laptop Or CPE Issue, FBB Tech Problem- >Logical Instability- >Will Reset & FUB, FBB Tech Problem>Logical Instability->Not beside CPE, logical instability ( multiple login )less than or equal 3 min solved by Reset & Re-configure right sr will be, FBB Tech Problem >Logical Instability -Multiple Logs >CPE problem, FBB Tech Problem >Logical Instability -Multiple Logs >Configuration, FBB Tech Problem >Logical Instability >CST will test the service, SSID name means, Wireless network name, Wireless security, Wireless Password, Incase the customer has slowness and the quota was exceeded​ will use sr, FBB Tech Problem> Slowness-Download >Exceed Quota, FBB Tech Problem>slowness>Solved without T.S, FBB Tech Problem> slowness >CST can't troubleshoot, Redirection page for WE package means that:, consumed 30 % from his quota أن العميل استهلك 30% من الباقة, consumed 80% or 100 % from his quota أن العميل استهلك 80% او 100% من الباقة, consumed 10 % from his quota أن العميل استهلك 10% من الباقة, If download rate is accepted from the first file, then no need to check the other two files :, FALSE, TRUE, In case cst has slowness in Browsing After Adding Google DNsThe next step Reset and re-configure CPE ?, False, True, In case customer has Gaming issue (ping issue) solved by MTU right action will be, Create SR, Create ticket on I report& SR, In any logical cases must inform CST leave CPE turn on while escalation Except if Customer assigned to wrong pool or no profile on NST, False, TRUE, In case we found suspended service as below, and cst no has bills and couldn’t remove it via cst 360 ,, cca action.., Ask CST to restart his CPE, Restart port 2 times, Escalate suspension case, Escalate unable to obtain ip case TT status Will be ?, waiting for response, Waiting for research, Open, CST can Change Ownership from, We APP, 111, Branch, Browsing all sites means ​Customer up with no network problem, but can’t browse certain site, FALSE, TRUE, We can use …... Command to get the IP of any Domain:, Ping, Trace, Nslookup, In case line on HDM offline right action will be, Direct the customer to CSO, should restart CPE, Should restart Port, In Case CCA will escalate Browsing - Certain site Case at 12 PM, CCA not mandatory to check on call Before escalation:, FALSE, TRUE, In case CST has slowness case after making reset and configuration the download rate still not accepted what is the next action:, Ask the CST to Check with another OS/PC, Ping Cpe Ip, Check With another Cpe, Escalation of logical instability (multiple login) must be to, SLS, NOC, IU, CST can change ….. From 111., Contact name, National ID, Mobile number and Email, In Case CST called us complaining that internet not working and Router ADSL LED (VS) ( CST360 ) Status (Both up), Internet Led (up red) and not obtained IP on NST Tool ,when we restart port found that, Router ADSL LED doesn’t match ( CST360 ) Status (while restaring),,, right action is, Handle as data down, Handle as Wrong Card & Port, Handle as unable to obtain ip, In case Cst need Change location request it will be for free ?, TRUE, FALSE, In case cst has slowness issue and Download result was :, FBB Tech Problem > Slowness-Download > CPE Problem, FBB Tech Problem > Slowness Download > Download Accepted, FBB Tech Problem > Slowness > Informed Script & he accepted, change speed for this type of customer will create TT with SLA ...., 2 WD, 1 WD, 1D, SLA for Unsupported Services, 2:5 H, 2 H, 24 H, If the customer requests to transfer the landline to new building , , CCA right action:, Transfer Cst to Fixed voice Q, Follow change location process, Follow change phone number process, If customer consumed his Quota and line is Downgraded so it is considered as speed variance, TRUE, FALSE, While escalate logical instability Case (Multiple Logs) on 3.00 PM CCA shouldn't check on call before escalation, False, True, This customer need to change his Package CCA Right Action, Direct CST to authorize person, inform cst call Us before 7 days from renewal date, Create TT 24 H, In case we found active speed on BSS tool is mega (up to 70) ...... CST360/ Matrix is 30Mbpsd as below...... and active speed on ,,, that mean.., CST must pay his bill, CST has No problem, CST has speed variance problem, After following all required logical verification steps , we found that CST not obtain ip or logs,,, cst has CPE version HG532 next action will be, Ask CST to Restart CPE, Reset CPE hard and reconfigure, Check if MAC learned or not, عندك عميل بيتكلم في مواضيع مالهاش علاقة والمكالمة بتلف في دواير. إيه أفضل أسلوب تتعامل بيه؟, تقول له إن المكالمة طولت, تقاطعه وتنتقل للخطوة اللي بعدها, تستخدم أسلوب التوجيه وإعادة التلخيص, تفضل ساكت لحد ما يخلص, In case Delay in change VDSL port CCA right action is ?, cancel order, Renew SLA, Create Delay TT, SLA for gaming Q will be, 24 H, 15 Min, 1 H, CST can Change to a Package with Lower Amount If Account is Suspend due to Life Cycle reason?, True, False, IF Redirection page Case not solved, TKT will escalated to…, NOC, IU, SLS, In slowness case we shouldn’t informed cst to keep cpe turned on, TRUE, FALSE, CST called us and asked for change SSID and PW ,, HDM opened with CPE data but we faced action issue ,, and changes not done ,,,we will direct cst to the branch, True, False, if CST need to make change package with Higher amount not Required Change Port after due date Via 111CCA should inform cst to Recharge and call us through, 1 H or Less, 2 H, On Spot, CCA Can Change CST's Mobile Number from BSS by choosing…?, Create Service Request, Query Request, Modify Subscriber Information + Modify Customer Information, CST can make change (mobile number & e-mail) through?, Mobile App/E-Care, branches, 111, All of the above, In Slowness case CST Can make Download Step Using WIFI ?, FALSE, TRUE, While we follow logical verification we found CST has no logs in last hour and we didn’t restart port within our TS,,, CCA Action.., Ask CST to restart his cpe, Direct cst to cso, Restart port, Way of communication for Slowness cases, Call, Call or SMS or Recorded message, SMS, CST has a problem with logical instability, and after checking the system CCA found that CST subscribed on option pack service, so CCA action will be, Informed Cst call us after 1H, Transfer CST to option pack Q, Handle case normal, CST can Change location if he subscribed in internet service from another ISP, True, False, For Escalation logical instability NO multiple login case status Will be ?, Open, In progress, Waiting for response, Line is TDM ,We can Check if MAC is learned or not from, Matrix, OM, Oss, CCA can check Daily usage from, Check from OM, Check from BSS, Check from matrix, CST has Has issue in Streaming your Action :, Add WE DNS, Check streaming on YouTube on Auto Quality, Adjust MTU, In case of Unable To Obtain IP while follow T.S MAC not learned next action will be, Restart Port, Reset CPE hard and reconfigure, Escalate to NOC, Account status should be active if CST need to change mobile number?, True, False, SLA for Change Phone Number FV (digital number), 1 WD, 1 D, on spot, OTS SLA is …الوقت المحدد لحل مشكله ال OTS, 5WD, 2 WD, 3WD, CST has speed variance,, CCA can follow any logical case normally, True, False, All WE CPE's supported from HDM tool, True, False, Unable to obtain IP Case returned with below update right action will be, Re-escalate the ticket, Adjust ADSL Credentials, Reset & Re-configure the CPE, Incase customer is facing gaming issue and has ticket on IR still In Progress right action will be, Troubleshooting normally, CCA will inform customer that Gaming team is currently checking his case and they will contact him shortly, Re-create ticket on I report, Speed Variance case will be Escalated to :, IU, SLS, NOC, According to the logs in the picture, it does not relate to the restart port or CPE CCA should handle it, Logical instability Multiple Login, Logical instability no Multiple Login, SLA while escalation case No AAA Profile in NST, 48 H, 2 H, 72 H, cst complain has instability and after check Assia result be this as per cst led ADSL be UP while service disconnect so CCA should handle, Data down, Logical instability, Physical instability, CST can Change Contact Name from, Mobile App, 111, Branches.

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