abood

In case cst called us and CCA found in session logs reject logs with reason (user does not exist) the CPE was configured with the right user name and password the right action is

• rest and configuration with the right name and password again

• stop troubleshooting and inform CST that he needs to try with another CPE

• escalate browsing No AAA profile in NST with 72H SLA

• Direct CST to CSO

In case CST is calling and we found no profile on CST 360 and we follow according to CST 360 Abnormal behavior and after escalating TKT we found submit error with no TKT on tts

the right action is

• Inform CST with tool outage script

• Create IR with type error (Submit Error with no Profile on CST360) with SLA 3 WD

• Create IR with type error (​Missing DSL Exchange​​ ) with SLA 2 WD

• Inform CST to call us again after 24 H

we can add we line adjustment to CST when his FBB quota is active and internet is on throttling speed

• True

• False

We must ask CSTabout his CPE type for every escalating without using Assia tool

• true

• false

In case the availability result for change location request became (Available) The order SLA for For MSAN and TDM

• 7 Days

• 5 Days

• 48H

• 10 Days

If CST is calling from the same landline number and needs to change his offer CCA should

• Do the request without verification

• Do Verification with the full name on bss

• Do Verification with the full name on bss and last 7 digits of id num

• Direct CST to CSO

Incase CCA find NST rejection reason "Duplicate Mac-Address" the right action is

• Escalate browsing with 72H SLA

• Reset and configuration with the right user name and password

• stop troubleshooting any technical case with customer except Voice issues and inform CST that it is CPE problem and needs to change it

• Direct CST to CSO

If customer has an outage and FV/Internet bills, CCA should inform the customer with

• Outage script only

• CST should pay his bills

• Tell CST with outage script and to pay his bills to avoid service cut off after outage recovers

For wrong profile on CST 360 or abnormal values the right action is

• CCA should follow normal troubleshooting and if the needed info not available , CCA will use the needed step from logical and physical notes without escalating any TKT

• CCA should inform CST with the outage tool script

• CCA should follow normal troubleshooting and if the needed info not available , CCA will use the needed step from logical and physical notes and escalate normally

For any non tech inquiry or Subscription related to option pack  

• CCA should transfer to Option Pack VDN

• CCA will handle normally

• CCA will direct CST to CSO

• Inform CST this service is not available now