Day9- Wrong card & port (matrial)

In Case CST has ticket WCAP With Update (Customer up on right frame) that mean …

• problem solved and Customer up

• CST has same issue not solvedthat the case was not wrong card and port

• that the case was not wrong card and port

In case customer need info regarding outsource companies, SR will be

• FBB Tech Problem > Visit-Internal Wiring > ​Internal Wiring Out-source Companies

• FBB Tech Inquiry > Visit-Internal Wiring > ​Internal Wiring Out-source Companies

• FBB Tech Problem > ​Installation Visit > Follow up After SLA

Cst has Ticket in cc-follow-up Pool With Update (internal network closed compound) CCA Action

• Inform cst with No estimated time

• CCA will re-troubleshoot with the customerInform customer that follow up will be done within 2 hours and leave ticket on Pool

• Inform customer that follow up will be done within 2 hours and leave ticket on Pool

CCA should offer on CST technical visit if CST has wireless coverage issue

• True

• Flase

In case cst has tkt with update(Close Code (82): External problem- cable maintenance needed) CCA Action :

• CCA will re-troubleshoot with following normal process

• Update the ticket without withdrawing and Inform CST SLA 3 days

• Inform customer that follow up will be done within 2 hours.

CST has WCAP case while Troubleshooting CCA find CST has Voice Down, CCA Action

• Escalate Voice down and mention All T.S In TTS Description

• Escalate WCAP and transfer cst to Fixed line to check voice

• Escalate WCAP Ticket

In case ticket with update (Ticket update customer already has FCC ticket outside TEData) CCA Action :

• CCA will act normally on IU SLACCA will re-troubleshoot with the customer

• CCA will re-troubleshoot with the customer

• CCA will Inform CST 3D SLA

CST has Ticket with update (تفتيش هندسي )  and Customer said that issue covered CCA Right action :

• Escalate normally

• CCA will re-troubleshoot with the customer

• Inform customer to check with his exchange

Technical Visit SLA for cairo will be

• 5 Working days

• 4 Working days.

• 1 Working day.

In case CST has WCAP while troubleshooting with after restart port problem solved SR will be :

• FBB Tech Problem > Wrong Card & port >  Not Wrong Card and Port

• FBB Tech Problem ​​> Wrong Card & port > ​Solved after restart portFBB Tech Problem ​​​> Wrong Card & port > ​CPE Configuration

• FBB Tech Problem ​​​> Wrong Card & port > ​CPE Configuration