System Tools ( Part B )

CCA should create SR with a clear description with customer's inquiry/problem in case call will be transferred to Non Tech Q :

• True

• False

CCA can withdraw the ticket from ( Follow Up ) Pool in TTS :

• True

• False

For any case will be escalated to IU pool, escalation should be within the call :

• True

• False

( Waiting for research ) status will be for :

• Escalating any Physical Case

• Escalating any Logical Case

• Escalating Unsupported cases

Customer has ticket in ( Pending fixing TE ) pool in TTS , will inform him with SLA :

• 3 Working Days

• 3 Days

• 2 Days

While escalating any physical case to IU team ticket status will be :

• Open

• Waiting for response

• Waiting for customer

Maximum time for updating any ticket :

• 3 Minutes

• 5 Minutes

• 10 Minutes

CCA can check if customer exceeded his quota or not on BSS from :

• Billing > Balance Info

• Billing > Free Resource

• Billing > Recharge Log

CCA can check if customer subscribed with us in ADSL or VDSL from :

• Matrix

• NST

• BSS

CCA can withdraw the ticket in TTS from wich of the below pools :

• IU Maintenance

• CC-Service Activation

• CC-Follow UP