INVESTIGATE
Add points to your team
+100
How much is the MRC of Visual Voicemail for consumer type accounts?
$5
Add points to your team
+100
It is the name given to the number of data packets that can be transferred throughout the network
Bandwidth
It is used to view details of sent and received text and multimedia messages for TELUS and ROGERS customers.
MRT
Give Probing Questions for a customer who sees SOS at their device
How many bars? / Location? / What are some of the troubleshooting steps you have done? / Did you try to powercycle / Check Airplane mode or DND / Check network preferences
_________ is a provisioning support tool used by Technical Support (TS) to view and troubleshoot provisioning errors.
CODA
Customers can get locked out for inputting an incorrect SIM pin for ____ times.
3 times
Everyone gets 200 points
+200
These happen when CODA tries to validate a task request but there are problems with the request itself (e.g. Incompatible services)
Validation errors
Deduct points from your team
-300
Where can we activate and cancel the extended warranty of a customer?
go/ews
What tool do we use to provide the customer the PUK code of their sim cards if they get locked out due to incorrect pin number attempts?
SEMSEdge
It indicates how long for data packets to reach its destination
Latency
Deduct Points from another team
-300
What are the reasons as to why a customer will get this error:
MRT: ABSENT SUBSCRIBER SM
The customer's phone is off or is in a fringe area with low or no coverage.
The SMSC is unable to locate the device via the HLR
Hardware issue (Device or SIM)
Deduct points from your team
-400
_________ is used to create and view Money Back Guarantee (MBG) Returns and Dead on Arrival (DOA) Exchanges.
DFRS
How can our customers use 5G with their mobile devices? (Give 3)
Phones must have a compatible SIM card / Physically located in a 5G coverage area / Their rate plans must allow 5G usage
This is where you can update the SMSC and Voicemail Access Number (SMS and Voicemail troubleshooting)
SIMOTA
Which question helps determine if an issue is isolated or widespread when a customer is complaining about service or network issue
How many devices are affected? Only single or multiple?
Add 500 points to your team
+500
What are the requirements for eSim quick transfer? Check all that applies: (Looking for 4 answers)
Bluetooth, WiFi, iCloud, Data
It is a geographic region in which there have been multiple customer reports of service issues
Area of Build (AOB) / Area of Concern (AOC)
In what tab can we pull up the customer's profile in NPV? It contains the user-related and subscription-related information.
UDM/HSS/HLR