Day-6 Voice Cases (matrial)

Cst Calling US Complint From Voice Not Working and while T.S With CST has Land Line Bill 65 L.E and passed Grace Period CCA Right Action ?

• Transfer Cst To Fixed Land Line 

• Follow Normal T.S With Cst and Escalation Voice Down If Needed 

• Inform CST To Pay Land Line Bill First 

IF New Cst Calling Us Complaint Form No Wire Connected From Box , CCA Action  ?

• Escalate Data and Voice Down 

• Back To CSO 

• Transfer CST to Fixed Land Line 

 In case voice is  out of service due to unpaid landline bills and after the customer paid his/her landline bills, problem still exist

• transfer the customer to sales fixed voice team 

• transfer Customer to FCC team 

• Escalate Voice Down 

In case customer is complaint from Noise Case CCA First Action :

• Connect directly from main wire without any splitter or any CPE or any phone set connected

• Escalate voice down and mentioning the customer problem at TTS description

• inform the customer to test with another normal phone set and it should not be a cordless phone

CSt Calling Us Following In Ticket Voice Down In IU Pool within SLA SR Will Be  ?

• FBB Tech Problem > Voice Overlapping > ​Follow Up

• FBB Tech Problem ​​​​> Voice Down > ​Follow up After SLA

• FBB Tech Problem > ​​Voice Down >​ Follow Up

You can check Landline Bills From

• OSS

• Matrix

• BSS

you can Check Outage from 

• Customer 360

• Matrix

• OSS

Corporate Deals CST (One Invoice) Can Pay Billing Through Electronic Machines 

• True

• False

While Escalating Voice Down It iS Mandatory To Inform CSt to Leave CPE Turned ON ?

• Ture

• False

Overlapping only happened between two numbers in the same exchange  ?

• Ture

• False