Supplementary Non-Technical Cases

 In case the account on BSS ( Deactivation ) and the Customer wants to pay and activate the service ( There is no Cancellation Num ) , CCA action :

• Direct customer to CSO

• Follow New Account process

• Transferred Cst to cancellation Q

Customer can request Temporary suspension Through :

• 111

•  IVR

• Branches

Temporary suspension  SLA : 

• 2 H

• 1 D

• On Spot

CCA can check from …………. that the service is suspended due to Non-payment of the landline bill through  ( Suspended Customer )  :

• BSS

• CST 360

• Matrix

In case Customer  paid the package bill within 24 hours, and line is Active on BSS, and Get Online Service in matrix Not Blocked, CCA restarted port ( Problem solved) , CCA

• Create SR  ( FBB Non-Tech Inquiry-- Billing--Restart Port )

• Create SR  ( FBB Non-Tech Inquiry -- Billing--Suspension Non-payment )

• Create SR ( FBB Non- Tech Complaint -- Billing-- Suspension Non-payment- technical problem )

Cst From Aswan  And Has Order Migration With status ( Home Visit Dispatch  ) SLA Will be : 

• 5 WD

• 3 WD

• 2 WD

Indigo FMC is available to migrate to “Hayat karima”

• FALSE

• TRUE

In case CST is eligible and refused to create the order for him You will Create  SR and mention his refusal in the service content or eligible but suspended 

• FBB Non Tech follow up->FTTH Migration->Check CPE SN Informed

• FBB Non Tech Inquiry--FTTH Migration--Transfer to Premium Q

• FBB Non Tech Inquiry--Offers and Campaigns--FTTH Migration

Which Tool Can make Migration From Adsl To FTTH Service ?

• Matrix 

• BSS

• OM Tool

SLA For Migration Cycle To FTTH In Cairo , Giza And Alex : 

• 5 WD

• 3 WD

• 2 WD