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Total questions: 10
Worksheet time: 5mins
CCA Can check Customer Pool Of His Subscription from NST :
Subscriber Database Logs
Query LDAP Profile
Query AAA Session
Escalation Suspended Account case SLA will be :
48 H
72 H
24 H
While Cst has ( Wrong Nas Port ID Login ) and CCA will Escalate Ticket, So SLA will be :
2:5 WH
2:5 H
24 H
CCA Can Change DNS from HDM Tool Function
Wan Settings
WLAN Settings
DHCP Settings
CCA can Change Default Gateway IP Address from which HDM Function
WLAN Settings
DHCP Settings
Wan Settings
For Escalation Browsing all site case TT Will be ?
Broadband->Technical->ADSL/VDSL->Mcu Call center->Browsing
Broadband->Technical->ADSL/VDSL->I Care->Browsing
Broadband->Technical->ADSL/VDSL->Mcu Call center->Browsing al site
customer can open YouTube / Facebook but contents doesn’t appeared ,,first step is ??
let the customer send a snapshot from trace from his/her side to Customer.care@te.eg
follow normal troubleshoot
IF CPE accessed try to adjust MTU and DNS [WE then Google DNS]
In case Customer input that he paid the package bill within 24 hours, and line is Active on BSS, and Get Online Service in matrix Not Blocked.
Troubleshoot Browsing case
Inform cst to Wait 24 hours
Restart Port
WE DNS IS ?
8.8.8.8 /// 8.8.4.4
192.168.1.1
163.121.128.134 /// 163.121.128.135
The first priority goes to ?
Google DNS
External DNS
WE DNS
