Steps
Tools
Switch
What to Do
Misc
100
Ask customer to describe problem, open ended questions
What is What's Going On?
100
Used to gain insight on how the customer's account was set-up or review pervious actions taken on account
What is CIM
100
Database that reports services currently provided on phone number
What is Switch Query Tool
100
When did problem start? Anyone else having issue?
What is Step 1 Troubleshooting "What's Going On?"
100
Where do you access the Troubleshooting Guide from the OLR
What is Equipment/Network>Technical>Technical Troubleshooting>Troubleshooting Guide
200
Is it Provisioning, network or device - select appropriate one from info you gathered from customer
What is Where to Begin?
200
Provides access to many troubleshooting tools and resources (Troubleshooting Guide, A-Z policy/Procedure Indexes
What is OLR
200
Helps determine the services that are currently communicated to the network from tops on Nortel Switch
What is Nortel Switch Job Aid
200
On Device? Verify MDN in CIM, Check Switch Query Tool, Hard Reset, Is phone damaged? Check Service Affecting Tickets.
What is Step 2 Troubleshooting "Where to Begin?"
200
How do you access the Technical Solutions Site in the OLR
What is Equipment/Network>Technical>Technical Solutions Site
300
Use appropriate tools and resources by testing first component you identified from probing questions
What is Troubleshoot
300
Central location for technical tools and resources
What is Technical Solution Site
300
Helps determine the services that are currently communicated to the network from tops on Lucent Switch
What is Lucent Switch Job Aid
300
Provisioning, Network and Device
What is Three areas of Troubleshooting in order
300
How do you access the Nortel Switch Job Aid in the OLR
What is Equipment/Network>Technical>Tech Team Service Guide>Job Aids>Switch Query Tool- Nortel Switch Query Results
400
Associates should do everything possible using tools and resources
What is Resolve
400
Identifies current service issues in a given area
What is Service Affecting Tickets
400
Place to start if a customer is experiencing network issues
What is Switch Query Tool
400
Exhaust all possible options by completing each step of the
What is Troubleshooting Methodology
400
How do you get to the Service Affecting Tickets How to Guide
What is From Technical Solutions Site > Remedy-Service Affecting Tickets
500
When you have explored and exhausted all troubleshooting steps
What is Escalate to Tier 2
500
This is done when the customer reports no data
What is AAA Status Lookup
500
What switch reports depending on the customer's service, will their tool generate
What is Lucent or Nortel
500
What is the next step after exhausting all Troubleshooting steps and gathered important information about problem
What is Escalate to Tier 2
500
Where do you find the How to Guide for AAA Trace
What is Technical Solution Page> How to Guides and open AAA trace document
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