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

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