FTTH Quiz

Customer Name Mohamed , From Damac Park Compound , Called US and said LOS LED is RED with him and Connector Brocken , Your Action will be

• Escalate Ticket To FO-Fiber and Inform Customer with SLA 2 Days

• Direct Customer to Compound support and SR will be “FBB Tech Problem>Technical Issue > Directed to Compound Support

• Escalate Ticket to FTTH Field Support with 2 Days SLA

Customer In Water Way Compound , Has Slowness Issue after Full TS , Case escalated To NOC Team and the update was “No Problem From Our Side” So CSA offered to Customer Technical Visit to check His ONT , Our Agent informed him that he will Pay 75 LE Without VAT From your Point of View this action …… with Explanation

• Right

• Wrong

Customer Has ZTE ONT , and Asked Our CSA to Change His WLAN Password From Our Side , Your Action

• We will inform Customer we can’t do this action From Our Side and Educate Customer How to change it

• Follow The Technical Verification Then Change it From Our Side (Access His ONT)

• Change It Without Verification

Our Customer Need To Complaint Form the One who Visited him To install his ONT , Your Action

• Send Mail to [e-mail] and SLA will be 2 WD

• Send Mail to [e-mail] And SLA Will be 3 WD

• Send Mail to [e-mail] and SLA will be 1 WD

PON Flapping With Customer , Case Escalated to NOC Team and Update was “kindly validate if this account is new activation without accepted logs at NST tool after activating it, you have to refer to responsible team not NOC team” Your Action

• CCA Will Escalate the Case to FTTH Support with SLA 24 Hours

• CCA Will Escalate the Case to FTTH Support with SLA 48 Hours

• CCA Will Create I Report/Premium and Follow up team will escalate it to Regions via mail .

Customer In SODIC Has Physical Issue , and After FTTH Support visit the update was “Problem Not From TE Side , Your Action

• Direct Customer To his Compound Support

• CCA Will Create I Report/Premium and Follow up team will escalate it to Regions via mail .

• CCA will Send Mail to [e-mail] and CC: [e-mail], [e-mail] ,[e-mail]

In case customer wants to change his subscription from voice only to Data & Voice ,

• CCA Will Send Mail To Sales Team To Create New order

• CCA Will Subscribe From His side From BSS If Customer Has Enough Balance

• CCA will direct customer to the branch to pay for the package which he want

The Total SLA For FTTH installation as Below

We Support: 5 Working days.

Compound Support: 3 Working days.

• True

• False

In Om Tool Customer Has Order with Current Activity Home Visit Problem with Error ​Data and voice down (fiber not ready) , Case will Be with

• Fulfillment Follow Up Team With SLA 24 H

• FO-fiber Team with SLA 48 H

• FTTH Support with SLA 48 H

In Om Tool Customer Has Order with Current Activity Survey Problem with Error ​Routing Problem means

• FO Team Visit Customer and Found Problem with BOX

• FO Team visit Customer and Found that Customer’s internal Path Not Ready

• FO Team tried to Call Customer but Mobile was Closed