Untitled Quiz

CCA should mention cpe model in tt during esclation by only assia or hdm without asking cst

• Yes

• No

we can add balance fraction to fv account subscribed on we ardy 40 qurterly up to 3 L.E

• YES

• NO

If TKT transferd to IU 17/9/2024-5 pm and updated close code (Working from exchange) at 18/9/2024-4pm CCA should add Concession normally

• Yes

• No

incase there is Port time out (within SLA) and We Mobile Line Adjustment were added before and Outage appeared on CST 360 at the same day CCA should add We Mobile Line Adjustment again

• YEs

• NO

CCA should add WE Mobile Adjustment if CST has Voice Down Only

• YES

• NO

CCA should add WE Mobile Adjustment twice for any tkt or outage and twice per month

• YES

• No

If the customer needs a concession and the ticket (BLQ )is solved as per customer input and Assia result is Technician Dispatch

• YES

• NO

In case cst has browsing problem CST should search in session logs only

• Yes

• NO

Account is enabled on Matrix or CST360 but suspended service is active on NST The first thing that should CCA do is

• CCA should restart the port

• CCA should remove suspension from customer 360

• CCA should esclate browsing suspended account

• CCA should check customer's bills on BSS

In case customer paid his bills and Active on BSS but has recorded message and FV Status on CST 360 is Suspended ALL CCA removed Temp Suspension from CST360 and line became active but still has recorded message CCA should

• CCA will escalate voice down

• Escalate issue as individual Case

• CCA will tell CST to wait 3 hours