Voice Verification

Voice Overlapping only happened between two numbers in the same exchange :

• True

• False

Customer has ticket Voice overlapping in IU , CCA informed him that he within SLA , Right SR is :

• FBB Tech Problem > ​​​​Voice Overlapping > ​Re-Escalation

• FBB Tech Problem > ​​​​Voice Overlapping > Follow Up

• FBB Tech Problem > ​​​​Voice Overlapping > ​Follow up After SLA

Customer has Voice Down , his Landline bills is 65 LE and passed the grace period , right action is :

• Complete troubleshooting Voice Down

• Escalate to IU

• Inform the customer that he has to pay his bills first

While Escalating Voice Down Case , SLA will be

• 1 Day

• 2 Days

• 3 Days

While Escalating Voice Overlapping Case , SLA will be

• 1 Day

• 2 Days

• 3 Days

Customer subscribed on Caller ID service and not working with him , right action is :

• Transfer the customer to fixed line VDN

• Escalate to IU

• Troubleshot Voice Down

Customer has Noise problem and after trying with another normal phone set his problem solved , Right SR is :

• FBB Tech Problem ​> Noise Problem > ​Internal Wiring

• FBB Tech Problem ​> Noise Problem > ​Phone Set Issue

• FBB Tech Problem ​> Noise Problem > Follow Up

Ticket will be escalated to IU with no troubleshooting if customer inform us that there is stolen or cut cable :

• True

• False

IF customer inform us that his main wire was cut outside the flat , right action is :

• Transfer customer to fixed line VDN

• Troubleshoot Data and Voice Down

• Escalate to IU with no troubleshooting

Voice Down case escalated on 19-Nov and customer called us on 22-Nov but ticket still in IU pool, right SR is :

• FBB Tech Problem > ​Voice Down​ > Follow Up

• FBB Tech Problem > ​Voice Down​ > Follow up After SLA

• FBB Tech Problem > ​Voice Down​ > Re-Escalation