Down and Physical Cases

The physical SLA will be 2 Calendar days .

• true

• false

During first escalation, troubleshooting steps shouldn't be older than 5 days .

• true

• false

In case customer has Voice Down Case and there is any problem effect on Data status CCA will mentioned it in ticket title, like "Voice Down – BLQ ".

• true

• false

CCA should attach screenshots of selected mode and Clear View result in BSS logs except Data Down .

• true

• false

You can escalate a voice down case even for a disable account as long as there is no cancellation order .

• true

• false

Overlapping case happened between two numbers in the different exchange.

• true

• false

If the customer ask about Caller ID transfer cst to ?

• transfer CST to TE Bill from live help tool

• Sales Q

• Direct CST to CSO

Noise Problem case should not be escalated to IU unless noise issue related to ?

• logical issue

• physical issue

• non of the above

Customer inform us that there is stolen or cut cable in his pop while no update on Outage. What is your action ?

• direct cst to complain team.

• troubleshoot case normal and esclated if needed

• escalate case without T.S. to IU

if cst Has TE bill 35 EGP and passed grace period your action : Don't troubleshoot and inform the customer that he has to pay his bills first .

• true

• false