CST calling us and asked to cancel his landline number but in same time cst subscribe in internet with another Company so, CCA right action, Refer CST to his ISP to cancel internet firstly and back to cancel landline number, Direct cst to CSO with required paper and inform cst cancellation process, Create TT and inform cst SLA 24 WH, Which device will use to solve wire cut issue ?, Rosetta, Splitter, Filter, CCA can know all order data from which function ?, View, Survey, Modify, If cst say that his CPE not connected will use SR, FBB Tech Problem>Slowness >not beside cpe, FBB Tech Problem>Slowness > CPE Problem, FBB Tech Problem>Slowness >Follow Up, CST follow with us on this TKT still in NOC pool,, Noting that CST called us on 17 Nov 2025,, right action is.., RE-Escalate ticket t noc, Re-Troubleshoot the case, renew the SLA and create delay ticket, From which tool can make check availability for new subscription for internet, CST 360, OSS, Matrix, Escalation Slowness case TT will be ?, Broadband -> Technical -> ADSL/VDSL -> I Care -> Speed, Broadband -> Technical -> ADSL/VDSL -> MCU Call Center -> Speed, CST complain from Physical instability ,ADSL led down within call , after check logs we found it as below your action ..Noting that CST called us on 26/5/2024 11:15 PM, Troubleshoot as Instability Contradiction Case steps, Troubleshoot as Instability Case steps, Follow Data Down steps, CST has order in OM tool with status WO problem and automatic TT and CST calling after 10 days and issue still exist , CCA right action, Make Delay TT + SLA :4H, Create SR and Inform CST SLA 1WD, Create TT Problem Solved, Way of communication for wrong card and port, Call or SMS, Phone call, Call or SMS or Recorded message, CST can Change to a Package with Lower Amount If Account is Suspend due to Life Cycle reason?, True, False, Cst complaint from Service still suspended after payment all landline bills, CCA will create :, Create TT: Fixed Voice Complaint-System Issue-Suspended Offer, Create TT: Fixed Voice Complaint-System Issue-Suspension Life Cycle or Arrears, Create TT: Fixed Voice Complaint-System issue -Abnormal cases, If CST has Browsing certain site case related to social websites CCA Right action:, Reset & configure, Add Google DNS on CPE page, Escalate to SLS, Cst has ….. days available to complete his FV subscribe after received SMS, 1 Year, 14 Day, 30 Day, To make Sure that all Installations completed Activity Must be …?, WO Request, Network Activation, Call Back To CRM, While Troubleshoot BLQ case and line not Supported by Assia, attainable speed less than Satisfactory speed so the next step:, Follow Satisfactory speed VS Operational Speed step, Inform Customer to Check with Another CPE, Check connection type step, According to the pic, CST has the wrong CST360 profile, False, True, Customer is calling from Different ADSL number, BSS FV status: Active, package status: Active, package resources: Not Consumed, subscription type: FV customer (Voice Only), FV status on CST360 from FV profile like the below .. What’s the next step?, Check Voice Status, Inform cst to wait 1 hour, Remove Temp Suspension from CST360, we can make adjust status for disable account for (other line) from, Bss, Cst 360, Matrix, TKT Data Down with the below update and CST called us after 2 days from update, CA Right Action:, Re-Troubleshoot Case with customer, Inform CST that someone will follow with him, Escalate TKT to IU direct, In case cst has slowness in Browsing After Adding Google DNs not solved CCA Action :, Adjust MTU to 1420, Add We DNS Then Restart port, Check Download Rate, The voice down issue was escalated as the below. The customer is calling 10/4. The CCA will consider the case as delayed and inform the customer about the SLA...., 2 WDs, 1 D, 3 Ds, Customer informed that the Internet working but slow and after CCA check Quota found that customer Exceeded Quota, So CCA Right SR:, FBB Tech Problem>Slowness-Download>Exceed Quota, FBB Tech Problem>BLQ>Other, FBB Tech Problem>BLQ>Suitable Speed according SR, CCA should inform CST with the Price of any Package With VAT, True, False, In case CST in Barring Period in last 2 days Next step, Ask CST to pay landline bills and stop T.S, Consider Voice Up + Create SR, Inform Cst to pay bills and continue T.S, CST asked for concession there is no outage ID on 360 , no SR’s related to outage on BSS but found the below screen shot in CST360 logs .. CCA right action, Inform CST no compensation for this period, Ask cst about date of the problem and calculate the time from (CST input) to the time of the change location update (Create & Delete) on CST360 as long as the duration is at least 12 hours, After running SELT, CCA will measure distance for Exchange………and for MSAN…………., 150M/10M, 100M/10M, 10M/150M, Way of communication for Technical Visit, Phone call., Call or SMS or Recorded message, Call or SMS, While escalation of voice down should inform CST to leave CPE power turned on?, True, False, In Case CCA will escalate Unable To Obtain IP Case at 2 PM , CCA not mandatory to check on call Tab Before escalation, True, False, CST has outage with comment according this so will informed cst SLA, 5WD, 4H, 24H, For Escalation logical instability NO multiple login case status Will be ?, In progress, Waiting for response, Open, 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, 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, Check if MAC learned or not, Reset CPE hard and reconfigure, Ask CST to Restart CPE, In browsing case ADSL led must be......, Down, Blinking, UP, in case cst did not pay the bill for 180 Days the account will be Deactivate, True, False, Cst has ticket Data down with the below update .. ticket escalated to IU 4/4. CCA right action, Compensate CST with Balance or quota as per cst needs without check usage ., Compensate CST with Balance only without check usage ., Compensate CST with Quota only without check usage ., If cst has this status on BSS, that’s mean, Barring Due to cst didn’t pay landline bills, Suspend upon cst request, Barring Upon cst request, Customer can get US & PW from IVR 3 times per day, True, False, Which type of CPE configuration?, ADSL CPE, VDSL CPE, CST called us and complained that service working but unstable and within the call Power led disconnected in his cpe ,,Your action :, Follow physical instability with cst, Follow Data Down with cst, Follow Power Failure with cst, SLA for Major Fault outage belongs to Hayah Karima, 24 H, No Estimated Time, 5 days, Cst calling us to follow up on his check availability request So, CCA right action is …. ?, Direct cst to CSO to complete his subscription, inform cst Not available to new subscription, Inform cst SLA 24H to receive SMS with his request results, Before escalation WCAP Case , CCA should check Exchange SLA :, True, False, In case customer asked to revalidate (Technical) concession CCA Right action, we will create TT and inform cst SLA 2 WH, we will create TT and inform cst SLA 15 Min, we will create TT and inform cst SLA 24H, If Data Down case need to be escalated for the third time SLA will be:, 1 day, 1 hour, 2 days.

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