Outage & FTTH & IVR

 SLA From Order status ( Home Visit Dispatch  ) 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

Customer has Planned Outage (Down ) and call us after estimated time And Has Data Down Case ,, your action is :

• Inform CST outage script  

• Renew SLA and create IR 

• Handle case  normally

In case customer follow up after the wrap up ,, your action is :

• CCA will Re-troubleshoot with customer 

• Transfer customer  to IVR 

• CCA will continue the troubleshooting which exist on iReport

Outages that related to Specific port or frame ,, SLA is : 

• 1 day 

• 5 working days.

• 5  days.

If there is an error in the data on the Matrix (for example, if the governorate code is not the same as the Order) ,, right action is :  

• transfer customer to sales

• will create FBB Non Technical Request  >> Internet Service >> Matrix Creation

• will create FBB Non Technical Request  >> Internet Service >> Matrix Correction 

In case customer hasn't PW on CST 360 , right SR is : 

• FBB Non Technical Request  >> Internet Service >> Matrix Creation

• FBB Tech Inquiry >> ​User name and Password  >> ​No Password on CST 360 

• FBB Tech Inquiry >> ​User name and Password  >>CPE 

Deleted Matrix Concession ,, SLA is : 

•  1H 

•  1 D

•  2H