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WorksheetsSupplementary Non-Technical Cases
Total questions: 10
Worksheet time: 5mins
In case the account on BSS ( Deactivation ) and the Customer wants to pay and activate the service ( There is no Cancellation Num ) , CCA action :
Direct customer to CSO
Follow New Account process
Transferred Cst to cancellation Q
Customer can request Temporary suspension Through :
111
IVR
Branches
Temporary suspension SLA :
2 H
1 D
On Spot
CCA can check from …………. that the service is suspended due to Non-payment of the landline bill through ( Suspended Customer ) :
BSS
CST 360
Matrix
In case Customer paid the package bill within 24 hours, and line is Active on BSS, and Get Online Service in matrix Not Blocked, CCA restarted port ( Problem solved) , CCA
Create SR ( FBB Non-Tech Inquiry-- Billing--Restart Port )
Create SR ( FBB Non-Tech Inquiry -- Billing--Suspension Non-payment )
Create SR ( FBB Non- Tech Complaint -- Billing-- Suspension Non-payment- technical problem )
Cst From Aswan And Has Order Migration With status ( Home Visit Dispatch ) SLA Will be :
5 WD
3 WD
2 WD
Indigo FMC is available to migrate to “Hayat karima”
FALSE
TRUE
In case CST is eligible and refused to create the order for him You will Create SR and mention his refusal in the service content or eligible but suspended
FBB Non Tech follow up->FTTH Migration->Check CPE SN Informed
FBB Non Tech Inquiry--FTTH Migration--Transfer to Premium Q
FBB Non Tech Inquiry--Offers and Campaigns--FTTH Migration
Which Tool Can make Migration From Adsl To FTTH Service ?
Matrix
BSS
OM Tool
SLA For Migration Cycle To FTTH In Cairo , Giza And Alex :
5 WD
3 WD
2 WD
