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WorksheetsDay 4 Huddle
Total questions: 10
Worksheet time: 7mins
True or False? When probing for frequent disconnects we should never ask the customer "Is this affecting all devices or just one?"
True
False
Before bouncing the data port we must unplug which device?
Router
ONT
Microwave
OLT
Is the customer provisioned for Ethernet or MoCA?
Ethernet
MoCA
Neither
True or False? When using TechSee the customer should receive a SMS message containing a link to access the tool. The customer will need to click on the link in order to start the connection
True
False
When creating a session on TechSee you will need...
USI & Valid Mobile #
USI & BTN
Serial # & DOB
HUB & Loopcare
True or False? TechSee can be used to check if the Data Port is active on the ONT.
True
False
Which type of ONT does the customer have?
MDU
SFU
ONT612
ENET
Is it important to check the ONT alarms when troubleshooting frequent disconnects & why/why not?
Yes, because it will have me create a trouble ticket immediately.
No, because the ONT alarms are not important, the cx RG is.
No, because the ONT alarms tells us how much the ONT is disconnecting and we need to know how much the router is disconnecting.
Yes, because the ONT alarms show what is going on stemming from the ONT which could be the root cause for the frequent disconnects.
Which flow would you use for a Vantage frequent disconnect issue?
Fiber Optic Voice Start flow
Does not require a workflow
Vantage Data Frequent Disconnects flow
Reach out to offline support since there is no flow for this issue
True or False? Tech See has the functionality of scanning a customers barcode or serial number on their allotted equipment.
True
False
