Browsing

1- CCA should handle 'Family' in logical cases

• False

• True

2- CST informed that he has problem in facebook.com only (not working) , CCA will troubleshoot with CST

• A- All Sites

• B- Certain Site

3- Customer has Browsing case in All Sites, Ping Google Domain: No reply, Ping Google IP: reply the right action

• A- Trace Customer WAN IP

• B- Escalate ticket to SLS

• C- Perfprm Flush DNS command then add DNS

4- SLA for suspended account .

• 48 WH and in case of delay renew SLA and create delay ticket

• 48 HR

• 24 WHR

5- when you trace WAN IP from Trace route and you find TE Data or Telecom Egypt , will consider trace complete.

• True

• Failed

CST has browsing all sites , Ping result was No Reply from Google domain , also No Reply from Google IP , next action is :

• Trace Google IP

• Reset and reconfiguration

• Ping Bras IP

CST has browsing all sites , Ping result was Reply from Google domain , but No reply from Google IP , this problem in :

• DNS

• DHCP

• NAT

Customer can open YouTube but the contents don’t appeared your first step is :

• Add DNS Google

• Adjust MTU and DNS WE

• Trace on YouTube

Missing AAA Profile ( No Service was found ) Escalation will be with SLA :

• From 2 to 5 Hours

• 2 Days

• 2 Working Days