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WorksheetsBLQ Case
Total questions: 10
Worksheet time: 5mins
ASSIA clear view result is, No immediate action is recommended, your action is?
Escalate to IU
Inform customer to wait 3 days until tests done on the line ( Inform customer to leave CPE on during the 3 days )
Connect from main
We should inform CST to leave CPE turned on while escalating BLQ case?
TRUE
FALSE
line code is must set to adsl2+ or vdsl according to cst port
TRUE
FALSE
Line code for ADSL2+ is :
G-992-5
G-992-2
G-992-3
cst has Ticket in IU pool and passed SLA so you will:
Create delay ticket and inform cst sla with 2 day
Create delay ticket and inform cst sla with 1 day
inform cst wait follow up call
CST has ticket Need Optimization escalated in 10.00 PM and CST calling at 11.30 pm in same day so you will :
Create delay ticket and inform cst 1 hour
Inform cst waiting follow up call
Inform cst waiting SLA
CST has BLQ ticket with update ( working from exchange ) without a visit update , right action is :
Re-Troubleshoot BLQ
inform CST that the problem solved
Re-escalate case to IU pool
In BLQ case Clear View Result After Search is ( Technical dispatch is recommended ) , and after running the appropriate mode of Clear View result became ( No DSL Physical Layer is detected ) right action is :
Escalate to IU
Inform CST check with another CPE
Check Diagnostic Tab In Line Details
Second time Escalation SLA in BLQ case is :
2 Day
1 Day
2 Hour
If customer has ADSL package, VDSL CPE and Port is ADSl , CCA should follow change offering process to change port from ADSL to VDSL in addition to handling the main case “ BLQ”
TRUE
FALSE
