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WorksheetsOutage & FTTH & IVR
Total questions: 10
Worksheet time: 5mins
SLA From Order status ( Home Visit Dispatch ) 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
Customer has Planned Outage (Down ) and call us after estimated time And Has Data Down Case ,, your action is :
Inform CST outage script
Renew SLA and create IR
Handle case normally
In case customer follow up after the wrap up ,, your action is :
CCA will Re-troubleshoot with customer
Transfer customer to IVR
CCA will continue the troubleshooting which exist on iReport
Outages that related to Specific port or frame ,, SLA is :
1 day
5 working days.
5 days.
If there is an error in the data on the Matrix (for example, if the governorate code is not the same as the Order) ,, right action is :
transfer customer to sales
will create FBB Non Technical Request >> Internet Service >> Matrix Creation
will create FBB Non Technical Request >> Internet Service >> Matrix Correction
In case customer hasn't PW on CST 360 , right SR is :
FBB Non Technical Request >> Internet Service >> Matrix Creation
FBB Tech Inquiry >> User name and Password >> No Password on CST 360
FBB Tech Inquiry >> User name and Password >>CPE
Deleted Matrix Concession ,, SLA is :
1H
1 D
2H
