Case Management
How many total cases will there be on a NAP dispatch ?
3
What will IPsec tunnel and default gateway tell us about the site ?
If we are running on primary or back up
What is a NAP? what does it stand for ?
Network access provider, and it is the company that provides internet for the customer
What are the two types of devices offered for our VOIP services ?
Voip phone (polycom), ATA
How many KBs are there for LE?
Unable to find NAP account or information after calling the nap ? who do we esc to ?
PIP
What is NCM used for ?
Advance troubleshooting on cradle points
What is another name for the NAP Key?
Account number, Circuit ID, DSL number
What does an Amino do?
Play music and can be used in training rooms to show content
What is the best flavor of Air Heads?
Watermelon
If we need to set a follow up for Alaska (4 hours past EST) for Noon Alaska time, what time would we set the follow up to in Salesforce?
4pm
What does PDR stand for?
Packet delivery ratio
Why do we call the NAP for a Rouge Wifi?
Disable the Wifi
What alert will we get when there is an unwanted Wifi network detected?
Rouge Wifi
What are the 5 factors that go into a case audit ?
Template, activity type, asset, RIAs, resolution code.
What happens when you run ping/Current status a Velocloud router ?
A table will pop up stating whether the primary and back up or stable or disconnected
Lumen is a combination of what two older NAPs?
Qwest and century-link
What is an express backup/crash kit?
A Cradlepoint to be used by customer request when a transport/site is affected long term
What is the difference between ETA and ETR?
ETA - Estimated time of Arrival
ETR - Estimated time of Repair
When would we use General for asset on a case ?
If there was no resolution that took our intervention
What information is given when running get physical interfaces ?
We will get the IP, status, and speed for each port on the network.
What is the phone number for Verizon Wireless?
1-800-525-0481
What is the express backup quick template name?
Express Backup Activity to CD
what is the Average handle time for LE calls we are trying to achieve ?
20 minutes