TT Templates
What does POC means in the trouble ticket?
Point of Contact
What is AT&T toolbar used for?
Used to run MLT test & dispatch a tech (EBTA)
How much is the no trouble found fee?
$159.00
True or False: You can run a MLT test while the customer is on the trouble line
False
What does No dial tone means?
The customer voice service is down.
What does customer equipment type mean?
Corded or Cordeless phone
Fax or Credit card machine
Alarm system
Elevator line
If you see a trouble ticket in deferred or open status, what should you do?
Open the trouble ticket & read the ticket notes for status
If the customer is requesting inside wire repairs, how much is the cost?
$175 for the first hour & $75 every 30 minutes.
What does CPE means?
Problem resides in customer equipment
Dial in
Cannot receive calls, but can make calls.
How many call examples do you need for Dial out long distance?
2 call examples within 24 hours
What is the 700 test number used for long distance troubleshooting?
700-555-4141
If the customer is charged $159 NTF, can they add IWM plan to waive it?
Yes
What does CPW mean?
Problem resides in customer premise wiring
What is the open code for Dial out local?
Voice
What should you ask the customer when you see the NID access details in the TT template?
Do you have any gates, fences, or pets that will prevent the tech access to the NID?
If you receive an error while running MLT test, what should you do?
If you are logged in to AIV log out and use ZTA.
If you are logged in to ZTA log out and use AIV.
How much does it cost to add IWM 1 year contract?
$6.95 per month
What is the difference between DPI & DPO?
DPI means dispatch to the central office
DPO means dispatch to the dmarc
What is the vendor commit?
The date the tech will come out to fix the phone.
Customer indicates they have no dial tone & cannot make calls but can receive calls. Which trouble ticket template would you use?
No dial tone
List the troubleshooting steps.
1. Make sure the cx is dialing the 10 digit number
2. Check for pending orders
3. PSR for Col-deny or Col-disco
4. New installs
5. Outages
If the IWM plan is on the account, do you have to quote the possible charges?
NO
When should you use express ticketing?
When you can't open an EBTA ticket in AT&T toolbar.
True or False: For business accounts you should always offer to forward the telephone number.
True