CRM
Ways to search for a customer account
what is Account#, Access#, first & last name, Telephone#
Application used to create SNR issues
What is ACUT
Used to view provisioning details for the modem True/False
what is true
This sequence of binary numbers are used to access the modem interface.
what is 192.168.0.1?
This is considered the basic troubleshooting method
what is a power cycle?
Reasons we would provision a Modem
what is Wrong mac address, unlinked equipment, Activation step is incomplete, Modem status
All Cerillion Faults should be routed to
what is W-HFC Queue
Username is used to login to this application
what is USER 1,2,3,4
Examples of troubleshooting Are
Power cycle, Soft reset, CMTS RESET?
Reset can be done for all modems on the HFC platform. True/False
what is true?
We view previous notes in View events True/False
What is true
Ticket is closed what tab can it be found under
what is History Tab
Hard sync request done for this
what is a dummy ip 0.0.0.0
Modem with power switch
what is Mercury modem?
What is considered a Factory reset
what is holding the reset button for 30 seconds or more?
Allows agents to view all products & services customers have
What is View service tree
Used to log HFC ACUT tickets
what is JAM before account#
DPM errors
what is suspend_jm, flow beat, block access
Lights on the Arris Moca
what is Power, US, DS, Online, 2.4ghz, 5ghz, tel 1-2, battery and Moca?
This is used to do a CMTS reset
what is Resolve?
3 statuses you can see on a customer view service
What is Transfer Await, Fit Await, Recover Pending
Time frame given to customers
what is 24 hours in actual dates
DPM stands for
What is Device Profile Manager
The username and password used to login
What is admin and password?
All troubleshooting fails
What is logging and Acut ticket