CPE SYSTEMS
CPE AFTER HOURS
CPE TOOLS
CPE ROUTERS
CPE TRIAGE
100
System Used in Data CPE to create Repair Tickets
What is Oracle
100
This system is used to Look up ACES On-Call Techs Information.
What is Q-Schedule
100
Item you will use to look up an employee's CUID
What is Corporate Directory
100
Name of creator of the Netvanta Router
What is ADTRAN
100
Caller's Name, Call back Number, and company name are amongst what type of customer Ticket information?
What is Qualifying Ticket Information
200
System used to monitor tickets from IP NOC and VOIP
What is NTM Remedy
200
You use this process after hours when Systems go down un-expectedly or for maintenance.
What is Oracle Paper Ticket Process
200
Site to look up LED Triage steps on router lights
What is Status Lights
200
These are stations used to log into Edge Routers
What is Jump Stations
200
One of the most important questions to ask the customer when performing Troubleshooting Triage.
What is Do you have Power
300
System used to pull Configurations for Voip Routers
What is HP NAS
300
You use this process if a 4 hour Premimum customer calls in and needs a tech dispatched after hours.
What is Oracle Callout Process
300
This site is the site you would enter a case on when a contract does not show up on a bundled customer.
What is Sharepoint Entitlement
300
This Vendor is the Home of the JTAC ticket.
What is Juniper
300
This the type of connection that a troubleshooting triage questions is asked about.
What is WAN
400
System Used to Look up customer Passwords on IQ Bundles for public Networks
What is Passman
400
After Hours Tier 1.5 Router test functions are completed by this group.
What is After Hours Data CPE Tech Leads
400
Site used to look up Contract ID's for Cisco Routers & to order parts on an RMA.
What is CISCO Contract Dashboard
400
Smartnet is amongst the various products of this famous Router vendor.
What is Cisco
400
If a customer has reset their router what is the question you would ask them
What is Have you Power Cycled or Hard Rebooted your Router
500
System used to log into Jump Stations using an SSH Remote connection
What is Secure CRT
500
Group After Hours will call to hand off a ticket that needs Qwest-Mangaged Qwest-Feet on the Street equipment.
What is WFMC Dispatch (LRAC)
500
Site used to look up old contract Info for customers that were created before Oracle existed.
What is Clarify
500
This Device is used to log into the Edge Routers through the Jump Stations
What is Secure ID (FOB)
500
If you need to ship a part to the customer what is the most important question to verify?
What is Shipping Address
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