TL 2

IF IU Update " CST invoice Probelem " and CST has bills your action:

• Will Let CST to Pay his bills

• Will check if Voice Working ,Will Re-escalte TKT to IU

• if TKT Escalated before passing grace period Will Re-escalate to IU

• if TKT esclated after passing grace period will let CST to pay his bills

InThis TKT if CST confirmed that problem Solved and No Fix done from front line

• Assia Mode No Fix , Closing reason : Internal Wiring

• Assia Mode : Recent Fix within 24 H, Closing Reason Te Related Problem

• Assia Mode : Recent Fix within 24 H Closing Reason : IU Re-splite

• Assia Mode No Fix , Closing reason :Te-Related problem

IF IU Update " Problem Solved after fix from Box "and assia " Technician dispatch and CST Not reached in 2 trails , your action :

• TKT will be transferred to MCU Call Center

• TKT Will be Closed

• TKT Will escalated to IU

if CST has Voice down and paid bills within 2 days your action :

• Will Re-escalte TKT Voice Down to IU

• Will Let CST Check with Fixed line Call Center

• Create TKT on UCRM Tool

TKT Escalated by Online team and user from Group (CC-Online Support, CC-Follow up, SSP- Supporter Group, Pilot-SLS, Pilot-Follow UP, Email support, Digital Data Chat)

• TKT Will be Transferred to Digital Team

• TKT Will be Transferred to Online team

• TKT Will be handled by SLS team

CST has BLQ , Assia is No DSL physical Layer , Line Stable , has Faults , SR More than Opertional Speed ,IU Update " Problem Solved after fix from Box"

• Will Re-escalate To IU again

• Will Create PO Request

• Will inform CST that line has Suitable Speed

if TKT Unable To obtain , 2nd Update from Noc Check after restart , and Still same issue :

• Will make Restart then Reset and Re-configure

• Will make Restart then Re-escalate to Noc

• Will make Restart then Let CST Check with another CPE

FFC Created:23-02-2023, 09:15 PM,Transfered CC-Follow up: 24-02-2023, 04:47 PM,Call Time : 24-02-2023, 05:59 PM,Visit Time : 26/02/2023 , 01:00 PM, your action :

• Transfer TKT To follow Up pool with Visit Schedule Status

• Transfer TKT To Advanced pool with Visit Schedule Status

• Transfer TKT to IU pool with time and date in FCC Note

• Close this TKT and Create a new to IU