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customer which has Major Fault update with no estimated time should follow on his case with us :

• TRUE

• false

In case the ticket returned with updated CPE problem close code 74 , Cst from Cairo and insist to check with another available CPE , CCA right action is :

• will inform the Customer that he can check with another CPE normally

• will inform the customer that he should check the CPE on CSO "Mandatory"

Cst has Ticket Data Down with Update ( Close Code (82): External problem- cable maintenance needed ) , So CCA will Inform cst SLA :

• 2 Days

• Case escalated to the responsible team and we are waiting for their update with 3 days SLA

• No estimated time

In Case CCA will Re-escalate WCAP to IU as a second escalation , So the right SLA is :

• 1 Day

• 1 wd

• 2 days

In case CCA follow WCAP case and Cst Line Status from main : Down and Matrix : UP, No have Logs , So CCA right action :

• Should reset & configure

• Escalate to IU

• Direct the customer to CSO to check the CPE

While follow with cst WACP Case and Cst Line Status is Down and Matrix Status is also Down so the next step is :

• Inform Cst to check his CPE

• Troubleshoot as Data Down

• Escalate to IU

If the Customer number belongs to Hayah Karima project and cst has Major Fault with no estimated time , SLA will be :

• 3 days

• 3 working days

• 5 Days

In case WCAP CST disconnect phone cable from CPE and ADSL still UP , It is CPE Problem :

• false

• TRUE

In case ticket returned with update ( Outside TEData ) , CCA right action according to the customer's case :

• will create the below SR ( Broadband>Technical>ADSL/VDSL>CC service Activation>CPE Configuration )

• will create the below SR ( FBB Tech Inquiry>Services>Change Box - No Technical Issue )

• will create the below SR ( Broadband>Technical>ADSL/VDSL>CC service Activation>Global Problem )

In wrong card and port or disable lines, CCA shouldn't search on Matrix using ADSL & customer account no. to avoid any indeterminate for duplicated matrix :

• TRUE

• false