BLQ

1- Before escalating BLQ Case , should be check Voice Verification Before ?

• True

• False

if CCA will open the BLQ TKT what the TKT Title and Problem Type :

• A- Ticket title : " BLQ " , Problem type : " BLQ

• B- Ticket title : " Slow " , Problem type : " BLQ

• C - Ticket title : " BLQ " , Problem type : " Slowness

SLA for Need Optimization Pool is

• 24 W.H.

• 1 HR

• 12 HR

CST has BLQ but he was exceeded his quota so CCA action is

• Escalate Case normally

• Stop T.S. till he recharge

• T.S. Normally

If customer face BLQand there’s update working from exchange without visit done what’s your action

• Re-troubleshooting case

• Re-escalate case to MV

• Re-escalate to IU

If customer face BLQ and there’s update re-splitted done, your action ...

• A- Connect CPE from main with disconnecting any other elemen

• B- Re-Run the appropriate mode of Clear View Analysis

• C- Re-escalate to IU

• A & B

7- the way of Communication For BLQ escalation :

• A- SMS

• B- Call or SMS or Recorded message

• C- Call & SMS

If service recommendation is less than operational speed, your action.

• Inform CST that the most suitable speed

• Escalate Need optimization

In case Customer complaint from slow speed, while he didn’t exceed quota. And ASSIA advice after search was as below: “Technician Dispatch is Recommended” So, what should be your action?

• A. Troubleshoot Physical Instability

• B. Troubleshoot Bad Line Quality

• C. Troubleshoot Slowness

Customer want to optimize his speed, while he has no faults, and his Line Code is adjusted to ADSL2+However, his line stability status is: “Unstable”So, what should be your action?

• A. Start troubleshooting as Physical Instability

• C. Inform customer to wait for 3 days as there will be test on his line.

• B. Escalate to IU direct