CCA Can check Customer Pool Of His Subscription from NST : 

•  Subscriber Database Logs

•  Query LDAP Profile

• Query AAA Session

Escalation Suspended Account case SLA will be : 

• 48 H

• 72 H

•  24 H

While Cst has ( Wrong Nas Port ID Login  ) and CCA will Escalate Ticket, So SLA will be  : 

•  2:5 WH

•  2:5 H

•  24 H

CCA Can Change DNS from HDM Tool Function

•  Wan Settings

• WLAN Settings

• DHCP Settings

CCA can Change Default Gateway IP Address from which HDM Function 

•  WLAN Settings

• DHCP Settings

•  Wan Settings

For Escalation Browsing all site case TT Will be  ?

• Broadband->Technical->ADSL/VDSL->Mcu Call center->Browsing

• Broadband->Technical->ADSL/VDSL->I Care->Browsing

• Broadband->Technical->ADSL/VDSL->Mcu Call center->Browsing al site 

customer can open YouTube / Facebook but contents doesn’t appeared ,,first step is ??

• let the customer send a snapshot from trace from his/her side to [e-mail]

• follow normal troubleshoot 

• IF CPE accessed try to adjust MTU and DNS [WE then Google DNS]

In case Customer input  that he paid the package bill within 24 hours, and line is Active on BSS, and Get Online Service in matrix Not Blocked.

• Troubleshoot Browsing case

• Inform cst to Wait 24 hours

• Restart Port

WE DNS IS ?

• 8.8.8.8 /// 8.8.4.4

• 192.168.1.1

• 163.121.128.134 /// 163.121.128.135

The first priority goes to ?

• Google DNS

• External DNS

• WE DNS