Voice Cases

Voice down case SLA :

• 2 : 5 Hours

• 1 Day 

• 2 Days

CCA should check voice status before escalating data down case :

• True

• False

Voice down case will be escalated to IU with ….. Status :

• Open

• Waiting for customer

• Closed

Voice overlapping case will be escalated to :

• SLS

• Follow up

• IU Maintenance

We can check POP outage existence from :

• Assia

• Matrix

• CST 360

Second time and above 2nd time Escalation SLA for voice down case :

• 12 Hours

• 1 Day

• 2 Days

CST has a voice down ticket in IU and passed the 1 Day SLA, SR will be :

• FBB Tech Problem---​Voice Down ---​Internal Wiring

• FBB Tech Problem---​Voice Down ---Follow Up 

• ​​FBB Tech Problem---​Voice Down ---Follow Up After SLA

If CST has ''Suspended Customer Field'' on Matrix, It means :

• CCA need to restart port for the line

• CST has unpaid landline bills

• We need to create TT to solve CST problem

Voice Overlapping only happened between two numbers in :

• The same exchange

• The different exchanges

CST informed us that while he called his landline number different person answered, CCA action :

• Escalate Voice Overlapping case to IU

• Escalate Voice down case to IU

• Ask CST to follow with POP