Voice Cases

IF CST has landline bill with 75 LE CCA action will be…?

• Check voice status

• Stop troubleshoting and Inform CST to pay all due bills

• Check grace period 

If cst is calling from the same landline number that’s means …. ?

• CST has landline bill 

• Voice maybe down

• Voice is working fine

CST is calling from different landline number and inform us that voice is working CCA action will be …?

• Consider voice up

• Call CST landline number

• should confirm with cst first if tested voice via phone set before call

CST is calling from different landline number and inform us that voice is working But haven't phone set avail , CCA action will be …?

• Ask CST to test voice by phone set

• Consider Voice Up + Create SR 

• Put CST On Hold and Call CST landline number

If We call CST on his ADSL number to check the voice status , we find another person respond, Your action is ......

• Consider Voice Up + Create SR 

• TS Voice overlapping

• Confirm landline number 

CST has Data Down after checking voice CCA found voice is also down CCA will escalate ….?

• Data Down

•  Voice Down

• Data and Voice Down

Customer problem Voice Not working or Out of Service after paid his bill after cut off date and cst confirmed that issue started from cut off date?

• Transfer CST to fixed line Q

• Phone set available step

• Create UCRM ( RCR Complaint ) 

Voice Not working or Out of Service and voice Problem wasn't due to unpaid landline bills and still exist after paying the bills CCA action will be…?

• Create UCRM ( RCR Complaint ) 

• Transfer CST to fixed line Q

• Phone set available step

The first step of voice verification if cst not migrated to bss is…. ?

• Check Cst Calling From Same Adsl Number

• Check landline bills

• Check voice from main

Voice verification steps , that's meaning you have to check landline bills and .........

• check noise or weird voice 

• Check grace period 

• Check Voice Status