NAP
This type of NAP sends their techs to customers sites for their equipment
wireline
This device acts as a PDU and allows us to remotely reboot the primary and backup transports
HS54
These customers have non-manned sites. They usually run on VSAT and require an escort to guide the tech to their equipment
(Looking for a broad term, but a customer example will get ya the points)
Pipelines
This KB is for general call handling instructions which include troubleshooting and case status for follow up
ESC: Interaction Handling
This former SNL cast member created the show "Seinfeld"
Larry David
This type of NAP we would provide the address to
Wireless
This customer ALWAYS uses customer provided switches
USPS
How many ways can a customer approve a dispatch?
(looking for 3)
Pre-approved per KB
Over the phone
Via customer notes
Via e-mail
This KB has all information regarding escalations
Dashboard: Escalation Processes
The movie Van Wilder was created based off of the 1997 Rolling Stones Article titled "The nation's number one partier". This article was based off of this now famous comedian
Bert Kreischer
If a NAP does not have a KB, where would we find their contact information?
Directory: Network Access Providers
This device(s) usually has the transports show up in a gateway detect as WAN (primary) WWAN (backup) but they can have the lan3 port reconfigured to act as a WAN2
FGT 30E or FGT40F 3G4G
When a customer puts equipment at a site that is not approved by Hughes that is called?
Circuit Slam
This is the team we would escalate to if the wireline NAP agent is unable to find the customers account
PIP
When Walt Disney was on his death bed there is an urban legend that the last physical act he made was writing the name of this then child Disney actors name on a napkin
Kurt Russell
If a customer does not have a KB what are our steps for escalation?
Ask for supervisor
These routers only have a ping current status available to them in our tool boxes
Velocloud
For this customer we have to contact the POOM's.
USPS
This team handles multi site issues
Control Desk
This was the last movie that Chris Farley appeared in
Dirty Work
If a wireless NAP gives us an ETR for outage that is longer than a week (or 48 hours most times) what would we do to resolve it?
Dispatch Hughes tech to SIM swap to another carrier
This device runs POS for Verifone:
Commander
This customer has mostly meraki equipment that we have no tools for that we will likely have to reach out to the meraki team for
Qdoba
This KB has all the information needed for when a NAP circuit gets disconnected for any reason
ESC Billing Procedure for NAP Disconnect
On March 13, 1997 in the greater Phoenix Arizona area a large unidentified flying object was observed for a few hours in what became the most widely witnessed UFO event of all time. This actor was flying his plane into the city and was the first to report the incident.
Kurt Russell