In case CST in Barring Period in last 2 days Next step, Consider Voice Up + Create SR, Inform Cst to pay bills and continue T.S, Ask CST to pay landline bills and stop T.S, Customer is following up with us, and has voice down problem case escalated as the below and CST calling us 5/4/2025 ( 6:00 pm ) right SR .., FBB Tech Problem- ​Voice overlapping​- Follow Up, FBB Tech Problem- ​Voice Down - Follow Up, FBB Tech Problem - ​Voice Down ​ - After SLA, Overlapping only happened between two numbers in, different exchanges, same exchange, The customer called from a different ADSL number and has a voice down problem. After checking: BSS FV status: active, package status: active, package resources: consumed, his package type is prepaid and his voice status is receiving only, CCA right Action?, Escalate to IU, Inform customer that the line became receiving only and can't make a call until renewal due to all units consumed, Check if Line TDM, CST has voice Overlapping ticket in IU and passed the 1 Day SLA, SR will be, FBB Tech Problem---​Voice Overlapping ---​Internal Wiring, FBB Tech Problem---​Voice Overlapping---Follow Up, FBB Tech Problem---​Voice Overlapping ---Follow Up After SLA, Second Time and above 2nd time Escalation SLA for voice down case, 2 Days, 12 Hours, 1 Day, We can check POP outage existence from, CST 360, Matrix, BSS, IF the customer has any issue related to any VAS” EX: Call waiting, Call barring CCA Should Transfer the customer to fixed line VDN., True, False, Way of communication with CST in escalation Data Down to IU will be:, Call or SMS, Call or SMS or Recorded Message, Call or Recorded Message, In case line is down within the call then automatically DSL became up CCA Right Action:, Direct CST to CSO to check his CPE, Handle instability, Inform CST that problem solved, Data Down means that:, ADSL led: UP and port operational status: DOWN, ADSL led: UP and port operational status: UP, ADSL led: DOWN and port operational status: DOWN, CST has Data Down Case after running SELT the result was as the below CCA Right Action, Escalate Case to IU, Check Connection Type, Re-Run SELT again, SLA for Data Down case:, 2 days, 1 hour, 1 day, If CST has Power Failure which of the following you Should do with CST:, Inform CST to buy new CPE, Direct CST To CSO without any T.S, Ask CST if Original adapter is used or not, From Which tool you can get IU update ………, Matrix, TTS, BSS, Power Failure means, Power led not existed, Power led working normally, Power led not working or working with red color, In case customer has Major Fault update with no estimated time while no outage on CST360 and Passed SLA , CCA right action :, will re-troubleshoot with following normal process, will Re-escalate the ticket again, will Close this ticket and re-troubleshoot, cst called you has WCAP at the same time has voice down .. Your action, Escalate WCAP and mention the Voice problem, Escalate Voice problem and mention the WCAP problem, Escalate WCAP problem only, Way of communication for Major Fault update, Call or SMS, ​Customer should follow on his case with us, Phone call., Way of communication for wrong card and port, Phone call, Call or SMS or Recorded message, Call or SMS, In case ticket returned with update ( Duplicated ) , CCA right action according to the customer's case :, will create the below SR ( FBB Tech Inquiry>Services>Change Box - No Technical Issue ), will create the below SR ( FBB tech Problem > system issue > Duplicated ), will create the below SR ( Broadband>Technical>ADSL/VDSL>CC service Activation>CPE Configuration ), In case of delay while customer has Major Fault update with no estimated time, still no outage on CST360 and Customer has the same issue, Re-escalate the ticket to IU, will re-troubleshoot with following normal process., will inform cst to follow with the Exchange, Cst has Ticket WCAP in IU Pool and TKT Passed SLA , So CCA will inform cst SLA :, 1 D, 1WD, 2 D, In case ADSL status according to customer's input and line status on matrix or cst 360 are not the same and logs on NST are "accept", CCA should direct the customer to CSO to check the CPE, True, False, while troubleshooting physical instability , connection type : wall outlet , connection is right the next step is :, Check splitter existence before cpe, Connect from main wire, Rerun Assia clear view, In physical instability contradiction if System up time and DSL up time in HDM Tool as below picture and the same time customer didn’t disconnect CPE or electricity down,,, CCA Action …, Inform customer that our system shows now that ADSL stable and Troubleshoot as logical instability, this mean that ADSL not stable and check NST condition, TS as data down, CST called us complaining from internet not stable , after search on ASSIA Tool by Account number we found that and ADSL LED status while service is Down " UP" so next step, Check Duration of stability, Handle as Logical Instability, Connection Type, 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 problem not physical, As per ASSIA observation the cst has to change cpe, Customer has physical instability ticket and TKT has this update Noting that CST belongs to ALEX, inform the CST that he should check the CPE on CSO, inform the CST he can check with another CPE normally, inform CST to buy another CPE, while troubleshooting physical instability, Clear View Result After Search was like this picture ,, next action is :, Check last fix date according to TTS and customer input at same time, Escalate to IU, Check connection type, CCA must inform customer with ticket number while escalating Physical Instability case :, True, False, Second time Escalation SLA in BLQ case:, 2 Days, 1 Day, 3 Days, BLQ TKT with the below update and CST called us after 2 days from update and informed that this update is fake and no one called him, CCA Right Action:, Re-Troubleshoot case with CST, Inform CST that someone will follow with him, Escalate TKT to IU direct with mention CST input, Need Optimization case will be escalated to …, Second level advanced, Pilot-SLS, Second level support, Line code in the picture below refer to…………., ADSL port, VDSL port, In case of customer is calling us and suffering from BLQ and during the troubleshooting, CCA found that Voice is down,CCA Right Action:, Escalate BLQ-Voice Down, Escalate BLQ case, Escalate Voice down and mention that CST has BLQ issue, Way of communication while escalating Need Optimization Case:, SMS Only, Call Only, Call or SMS or Recorded message, CCA should Ask customer for 1 mobile number while escalating BLQ case:, True, False, Way of communication while escalating BLQ case will be (Call / SMS) Only?, True, False, SLA For Need Optimization case will be, 1 day, 1 hour, 2 days

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